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1、交通銀行連云港分行 柜員英語培訓手冊 連云港分行營業部柜員英語培訓手冊隨著全球經濟一體化的發展以及我國金融機構持續的海外拓展，許多外籍人士已經參與到我們的社會生活當中?？梢灶A見，在未來將會有越來越多的外籍人士來到中國，對金融服務的需求也會越來越豐富。所以提高柜員綜合素質，尤其是提高柜員外語聽說能力迫在眉睫。作為世界各國通用語言的英語由于其特殊的地位，是我們外語能力提升的主要語種。參照銀行柜臺業務的實際流程，依據英語教學的內容，進一步滿足提高柜員英語聽說能力的需要，本行收錄了銀行業務流程中可能涉及到英語對話的部分內容，用于輔助英語教學，旨在提高柜員的業務素質和專業英語水平。目 錄第一部分 必備詞2、匯一般用語開戶與存款外幣兌換匯款旅行支票信用卡第二部分 常用句型問候、招呼提供服務引導相關柜臺送別答謝詢問開立賬戶請出示有關文件或證明告訴匯率、利率是多少需要何種票面現金請客戶稍作等候詢問存入（取出）多少錢？起存金額要求指導客戶填單收取正常費用樹立銀行形象第三部分 情景對話迎候客戶光臨指引方向開戶與存款貨幣兌換購買外匯第一部分 必備詞匯數字one num. 一two num. 二three num. 三four num. 四five num. 五six num. 六seven num. 七eight num. 八nine num. 九ten num. 十hundred num. 百thousa3、nd num. 千million num. 百萬billion一般用語counter n. 柜臺 account n. 計算、賬目 greeting n. 問候、祝賀inquiry n. 詢問 apology n. 道歉suggestion n. 提議 pleasure n. 樂趣、愿望fault n. 過錯、缺點 forgive vt. 原諒、饒恕matter n. 事件、物質、內容、原因 vi. 有關系、要緊guide n. 領路人、向導、導游 vt. 帶領、指導moment n. 片刻charge n. 費用, 主管, 掌管 vt. 收費commission n. 委任, 委托, 代辦(4、權), 代理(權), 犯(罪), 傭金deduct vt. 扣除separate adj. 分開的, 分離的, 個別的, 單獨的 v. 分開, 隔離, 分散, 分別note n. 筆記, 短信,注解,票據, 紙幣 vt. 注意, 記錄, 筆記counterfeit n 贗品, 偽造品 adj. 偽造的, 假冒的 vt. 偽造, 假冒relevant adj. 有關的, 相應的regular adj. 規則的, 有秩序的, 經常的 adv.經常地 forge v. 穩步前進, 鑄造, 偽造confiscate vt. 沒收, 充公, 查抄, 征用 adj. 被沒收的 receipt n. 收條,5、 收據, 收到 v. 收到straight adv. 直, 直接, 一直advice n. 忠告, 建議, 商通知cooperation n. 合作, 協作percent n. 百分比, 百分數intend vt. 想要, 打算, 意指, 意謂separately adv. 個別地分離地technical adj. 技術的, 技術上的, 技巧方面的individual n. 個人, 個體urgent adj. 急迫的, 緊急的denomination n. 命名representative n. 代表adj.典型的, 有代表性的equivalent adj. 相等的, 相當的, 同意義的n.等6、價物, 相等物開戶與存款cash n. 現金 vt. 兌現deposit n. 沉淀物, 存款, 押金, 保證金 vt. 存放, 堆積 vi. 沉淀withdraw vt. 收回, 撤消 vi. 縮回, 退出 interest rate n. 利率 annual adj. 一年一次的, 每年的, 一年生的current deposit 活期存款 fixed deposit 定期存款 fill vt. 裝滿,充滿, 填充 vi. 充滿 n. 滿足, 飽, 充分, 填方form n. 形狀, 形態, 外形, 表格, 形式 v. 形成, 構成, 排列, (使)組成duplicate adj. 復制的7、, 副的, 兩重的, 兩倍的, 完全相同n. 復制品, 副本vt. 復寫, 復制, 使加倍, 使成雙sign n .標記, 符號, 記號, 征兆, 跡象, 征候 v. 簽名(于), 署名(于), 簽署dot n. 點, 圓點, 園點 vt. 在.上打點frame n. 結構, 畫面,框架balance n. 秤, 天平, 平衡, 商 收支差額, 結余, 余額v. 平衡, 稱, 權衡, 對比, 結算n. 資產平穩表minimum adj. 最小的, 最低的 n. 最小值, 最小化original adj. 最初的, 原始的, 獨創的, 新穎的 n. 原物, 原作initial adj. 最初的,8、 詞首的, 初始的 n.詞首大寫字母passport n. 護照Identity Card n. 身份證件effective adj. 有效的certificate n. 證書, 證明書 vt. 發給證明書, 以證書形式授權給.外幣兌換exchange vt. 交換, 調換, 兌換, 交流, 交易 n. 交換, 調換, 兌換, 交流, 交易exchange rate n. 兌換比率exchange memo n. 兌換水單 memo 備忘錄currency n. 流通貨幣匯款remittance n. 匯款, 匯寄之款, 匯款額SAEC （State Administration of Exc9、hange Control）國家外匯管理局approval n. 贊成, 承認, 正式批準reference n. 提及, 涉及, 參考, 參考書目, 證明書(人), 介紹信(人)convert vt. 使轉變, 轉換. reconvert v. (使)恢復故態krone 克朗peso 比索bath 泰銖rupee 盧布aboard adv. 在船(飛機、車)上, 上船(飛機、車)prep. 在(船、飛機、車)上, 上(船、飛機、車)order n. 順序,秩序,會議規則,命令, 定購, 定單vt. 命令, 定購, 定制differ from vi. 不一致, 不同旅行支票travellers10、 check n. 旅行支票sign n. 標記, 符號, 記號, 征兆, 跡象, 征候v. 簽名(于), 署名(于), 簽署countersign n. 復簽beforehand adv. 預先presence n. 出席, 到場, 存在purchase vt. 買, 購買 n. 買, 購買authorization n. 授權, 認可issuing bank n. 出票行agreement n. 同意, 一致, 協定, 協議信用卡credit card 信用卡application n. 請求, 申請, 申請表, 應用 photocopy n. 影印 v. 影印license n. 許可(11、證), 執照 vt. 許可, 特許 v.許可valid adj. 有效的, 有根據的, 正當的, 正確的expiration n. 滿期 overdraft n. 透支, 透支之款項depend on vi. 依靠, 依賴accepting bank n. 承兌行contact with v. 與聯系cancel v. 注銷英語語法簡介句子成分一個句子皆由兩個部分組成，即主語部分（subject group）與謂語部分（predicate group），如:My brother teaches English at a language school.句子中的my brother即是主語部分，12、teaches English at language school即是謂語部分。句子由各個句子成分構成。句子成分分為7種：1）主語（subject）它是一句的主體，使全句所述說的對象，常由名詞或相當于名詞的詞擔當，置于句首，如：The train leaves at six oclock.2）謂語或謂語動詞（predicate verb）它是述說主語的動作或狀態的，常由動詞擔任，置于主語之后，如：The house faces south.3）表語（predicative）它是表述主語的身份或特征的，常由名詞或形容詞擔任，置于連系動詞之后，如：Brown is a comedian.Its 13、fine today.4）賓語（object）它是表示及物動詞的動作對象和介詞所聯系的對象的，常由名詞或相當于名詞的詞擔任，置于及物動詞或介詞等之后，如：I received a letter yesterday.Do yuou have coffee with your breakfast?5）定語6）狀語7）補語句子句子（sentence）是具有主語部分和謂語部分并有完整意義的可以獨立的一組詞。在英語里，句子的基本結構有下列6種，較常用和簡單的有：1）主語+謂語（SV），如：Day dawns.2）主語+連系動詞+表語（SLP），如：Toms father is a professor.314、）主語+謂語+賓語（SVO），如：Ruth understands French.第二部分 常用句型問候、招呼1、 Good morning.2、 Good afternoon.3、 How do you do ?4、 How are you ?提供服務5、 May I help you ?6、 What can I do for you ?引導相關柜臺7、 Please follow me.8、 Come with me, please.9、 Please come this way.答謝10、 Thank you for your advice.11、 Thank you for your15、 cooperation.12、 Thats very kind of you to do (say) so.送別13、 You are welcome.詢問開立賬戶14、 What sort of account would you like?15、 What kind of account are you going to open?請出示有關文件或證明16、 Would you mind showing me your passport?17、 Could I have your passport, please?18、 Passport, please?告訴匯率、利率是多少19、 To16、days exchange rate of RMB to USD is 620 yuan to 100 dollars.20、 The annual interest rate is 3.5 per cent.需要何種票面現金21、 How shall I give it to you ?22、 What would you like for your money ?請客戶稍作等候23、 One moment, please.24、 Please wait a little while.25、 Just a moment, please.詢問存入（取出）多少錢？26、 How much do 17、you want to place to your account?27、 How much do you want to take from your account?起存金額要求28、 The minimum amount is one yuan.指導客戶填單29、 Please sign your name on this full line(實線). 30、 This is an exchange memo（外匯兌換水單）. Please fill in your name, passport number, your nationality and the amount you in18、tend to change.31、 Please fill in this application（申請） form and sign your name.收取正常費用32、 You will have to pay the charge for the TT.（telegrahic transfer電匯）33、 The charge for TT is RMB180.34、 At your request, we deduct it from the remittance（匯款）.調解糾紛35、 How do you do ? Im the service manager. Would y19、ou please have a talk with me about it?36、 Well, please calm down, I think there is nothing serious and I will try to help you with the problem. Come with me, please.37、 were terribly sorry for this misunderstanding, but can I ask your cooperation and understanding ?樹立銀行形象38、 Well, were not only the20、 closest bank, but were also the most modern and convenient bank in the whole block.39、 Would you like to leave your contact telephone number with us, so that I can give you a call as soon as problem is solved for you.40、 Ill contact you within the next few days. This is my business card, if you hav21、e other questions, please feel free to call me. 第三部分 情景對話迎候客戶光臨AT: Good morning, Sir. What can I do for you ?C: Good morning, Id like to remit some money to the USA, but Ive got no idea how to do it.T: OK. Look, thats handled over there at counter with the sign “Outward Remittance”. Please follow me22、.C: Thank you.T: Thats all right.AT：早上好，先生。請問你要辦理什么業務？C：早上好。我想匯些錢到美國，可是我不知道怎么辦？T：瞧，就在那邊標有“匯出匯款”的柜臺辦理，請跟我來。C：謝謝你。T：沒關系。BT: Hello, Sir. What can I do for you ? Youre looking very worried.C: I am. I have to withdraw my money in ten minutes, or I cant catch my plane. But you see, therere still three per23、sons in front of me. I dont know what to do for such a hurry. T: OK, please dont worry. Let me help you with your business. (to other customers) Im sorry to bother you now, gentlemen. But this young man is in a hurry. Hes going to catch the plane. Would you mind if we do his business before your tur24、n?C: No problem, please go ahead.T: Thank you very much for your cooperation. ( to the worried customer ) Please.C: ( to the customers) Thank you very much.( to the service manager) Thank you.T: Dont mention it. My pleasure.BT：你好，先生。請問辦理什么業務？你看上去挺著急的。C：是的。我必須在10分鐘之內辦好取款業務，否則我就趕不上飛機了。可是，你瞧，我前面仍有三個人，我25、不知道如何才能快點辦完。T：好吧，請別著急。讓我幫你辦好此事。（面對其他客戶）很抱歉打攪你們。這位年輕人有急事，他要趕飛機。請不要介意我們提前給他辦理業務，好嗎？C：沒問題，請盡管辦理就是。T：非常感謝大家的合作。（對焦急的客戶）你請吧。C：（對其他客戶）非常感謝。（對大家經理）謝謝你。T：別客氣。應該的。指引方向T: Good morning, Sir. May I help you?C: Could you tell me how to get to the International Business Department?T: Certainly. Please go straight26、 this way until the end. Then take the lift to the fourth floor.C: Thank you.T: You are welcome.指引方向T：先生，早上好，請問你要辦理什么業務？C：你能告訴我到國際業務部怎么走嗎？T：當然可以。請一直往前走直到盡頭，然后乘電梯到四樓。C：謝謝。T：不用謝。開戶與存款AT: Good afternoon, Sir. May I help you?C: Yes, please. Id like to open a saving account. Will you tell me how to do it27、 ?T: Certainly, sir. Im so glad to help you. Usually, we offer a current deposit account and a fixed deposit account for an individual. What kind of account would you like to open?C: Could you tell me the difference between them?T: Yes, of course. If you open a fixed deposit account, youll have a de28、posit certificate in the name of the depositor. And the interest rate is higher for it.C: Then, how about the current deposit account?T: The current deposit account takes the form of a Passbook. You may withdraw the money at any time and, you just need to present your passbook. C: Id rather open a c29、urrent deposit account, then.T: Please go to counter No. 1 for service with your passport, and use your real name for your account.C: Thank you very much.T: You are welcome.開戶與存款AT：先生，下午好。請問你要辦理什么業務？C：是的，我想開一個儲蓄賬戶，你能告訴我怎樣辦理嗎？T：好的，我很高興為你服務。我們通常對個人提供活期存款和定期存款兩種賬戶，你想開哪一種？C：你能告訴我它們之間的區別嗎？T：當然可以。如果你開一個定期30、賬戶，你就會有一張以存款人名字開立的存款單，定期利率要高一些。C：那么活期賬戶呢？T：活期賬戶采用存折的形式，你可以隨時取款，你只需出示存折。C：我開個活期賬戶吧。T：請到1號柜臺，并在你的賬戶上使用你的真實姓名。C：非常感謝。T：不客氣。BT: How do you do ? What can I do for you ?C: Would you please tell me the current interest rate for such a us dollar deposit?T: Certainly, Sir. The Electronic Bulletin Board on th31、e wall will give you all the up-to date interest rates and exchange rates. C: Where is it?T: You see , its over there. Come with me, please.C: Oh, yes. There it is! Thank you very much.T: Dont mention it. Its my pleasure.BT：你好，請問你要辦理什么業務？C：你能告訴我現在美元的存款利率嗎？T：當然可以。我行大廳電子顯示屏上公布著最新的存款利率和外匯牌價。C：電子顯示屏在哪里？32、T：就在那邊，請跟我來。C：是的。非常感謝你。T：別客氣，這是我應該做的。CC: Good morning.T: Good morning. Welcome to our bank. Im glad to help you.C: I have five thousand Singapore dollars ( S$5000 ) and Id like to deposit it in your bank. Can I do it here?T: Yes, of course you can. Can Im afraid therere only 9 kinds of foreign curre33、ncy allowed for opening deposit account in our bank. Theyre US dollar, Hongkong dollar, Japanese yen, Pound sterling, Australian dollar, Canadian dollar, Swiss franc, Singapore dollar and Euro.C: Well, what should I have to do about it?T: Officially, as for any other freely convertible foreign curre34、ncies, they have to be changed into one of the 9 kinds of currencies just mentioned. The amount to be credited into your account must be duly converted according to the exchange rate ruling on the date of deposit. What currency would you prefer? Its up to you to make a decision.C: Oh, Ive got it. Th35、anks a lot.T: My pleasure.CC：早上好。T：早上好。歡迎光臨，很高興為你服務。C：我有5000新加坡元，想存在貴行，可以嗎？T：可以，但我們的存款貨幣目前只有美元、港幣、日元、英鎊、瑞士法郎、加拿大元、新加坡元、澳元、歐元九種。C：那我該怎么辦？T：嚴格地講，除這七種貨幣外的其他可自由兌換的貨幣，可由存款人自由選擇上述九種貨幣之一，按存入日的外匯牌價折算入賬。請問你選擇哪種貨幣？這些均由你自己決定。C：哦，我明白了。謝謝。T：不用謝。匯入匯款C: Good afternoon.T: Good afternoon. Can I help you ?C: Yes, Id 36、like to know the different ways of remittance from abroad.T: You can send your money by TT、DD、or MT.C: Which is the quickest way?T: I suggest youd better choose telegraphic transfer if you urgently want cash.C: OK. Thanks.T: At your service.匯入匯款C：下午好。T：下午好，請問你要辦理什么業務？C：請問從國外匯款來有哪幾種方式？T：可以用電匯、票匯、信匯等形37、式匯款。C：采用哪種方式快些？T：如果急需用錢的話，用電匯比較快。C：好的，謝謝。T：不用謝。貨幣兌換C: Good afternoonT: Good afternoon.C: Id like to exchange some US dollars for RMB yuan. Would you please tell me todays exchange rate?T: Its RMB ￥620 against USD100.C: Is this rate the same as in other banks all over China?T: Its the same.C: Also, I38、 want to know your business hours.T: Its from 9:00am to 5:00pm every day.C: Thank you. Good-bye!T: Its my pleasure. Goodbye!貨幣兌換C：下午好。T：下午好。C：我想把美元換成人民幣，請問今天的匯率是多少？T：今天的匯率是100美元兌換620元人民幣。C：這與在中國其他銀行的匯率是一樣的嗎？T：一樣的。C：我還想問一下你們的營業時間。T：上午8：30到下午5：30。C：謝謝你，再見。T：不用謝，再見。購買外匯T: How do you do, Sir. What can I39、 do for you ?C: How do you do ? Ive been a foreign language teacher for two years in HuaiHai institute of technology. But Ill go back to the U.S.A. in a week when the vacation starts. I still have two thousand Renminbi Yuan unused from my wages. Can I change them into US dollars?T: According to the 40、current provisions of our foreign exchange control regulations, you can convert your Renminbi notes not more then 50000 dollars annually while youre staying in China. Well, by the way, have you ever bought foreign currency at present?C: No, I havent.T: So I think its no problem for you to buy US dol41、lars with your two thousand Renminbi yuan.C: Can you tell me whats the exchange rate today?T: The selling rate is six hundred and twenty Renminbi yuan( RMB￥620)against one hundred US dollars( USD100). Youll get three hundred and twenty-three US dollars.C: Thats clear. I want to buy now.T: Please go 42、to counter No.10. You can have the service there.C: Thank you very much.T: Youre welcome.購買外匯T：你好，先生。請問需要辦理什么業務？C：你好。我在淮海工學院教外語已經有兩年了。不過一周內假期一開始我將回美國去。目前工資還剩2000元人民幣。 可以換成美元嗎？T：根據我國目前的外匯管理規定，在中國期間你可以每年購買不超過50000美元的外匯。順便問一下，最近曾購買過外匯嗎？C：沒有。T：那么我看你完全可以用2000元人民幣購買美元。C：請你告訴我今天的牌價是多少？T：賣出價是100美元兌620元人民幣。你可以換取323美元。C：清楚了。我現在就買。T：請到10號柜臺辦理。你在那兒可以得到服務。C：非常感謝。T：歡迎光臨。19