銀行分行營(yíng)業(yè)部柜員英語(yǔ)培訓(xùn)手冊(cè)

1、銀行分行營(yíng)業(yè)部柜員英語(yǔ)培訓(xùn)手冊(cè)隨著全球經(jīng)濟(jì)一體化的發(fā)展以及我國(guó)金融機(jī)構(gòu)持續(xù)的海外拓展，許多外籍人士已經(jīng)參與到我們的社會(huì)生活當(dāng)中。可以預(yù)見(jiàn)，在未來(lái)將會(huì)有越來(lái)越多的外籍人士來(lái)到中國(guó)，對(duì)金融服務(wù)的需求也會(huì)越來(lái)越豐富。所以提高柜員綜合素質(zhì)，尤其是提高柜員外語(yǔ)聽(tīng)說(shuō)能力迫在眉睫。作為世界各國(guó)通用語(yǔ)言的英語(yǔ)由于其特殊的地位，是我們外語(yǔ)能力提升的主要語(yǔ)種。參照銀行柜臺(tái)業(yè)務(wù)的實(shí)際流程，依據(jù)英語(yǔ)教學(xué)的內(nèi)容，進(jìn)一步滿足提高柜員英語(yǔ)聽(tīng)說(shuō)能力的需要，本行收錄了銀行業(yè)務(wù)流程中可能涉及到英語(yǔ)對(duì)話的部分內(nèi)容，用于輔助英語(yǔ)教學(xué)，旨在提高柜員的業(yè)務(wù)素質(zhì)和專業(yè)英語(yǔ)水平。目 錄第一部分 必備詞匯一般用語(yǔ)開戶與存款外幣兌換匯款旅行支票

2、信用卡1 / 24第二部分 常用句型問(wèn)候、招呼提供服務(wù)引導(dǎo)相關(guān)柜臺(tái)送別答謝詢問(wèn)開立賬戶請(qǐng)出示有關(guān)文件或證明告訴匯率、利率是多少需要何種票面現(xiàn)金請(qǐng)客戶稍作等候詢問(wèn)存入（取出）多少錢？起存金額要求指導(dǎo)客戶填單收取正常費(fèi)用樹立銀行形象第三部分 情景對(duì)話迎候客戶光臨指引方向開戶與存款貨幣兌換購(gòu)買外匯第一部分 必備詞匯數(shù)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thousand num. 千milli

3、on num. 百萬(wàn)billion一般用語(yǔ)counter n. 柜臺(tái) account n. 計(jì)算、賬目 greeting n. 問(wèn)候、祝賀inquiry n. 詢問(wèn) apology n. 道歉suggestion n. 提議 pleasure n. 樂(lè)趣、愿望fault n. 過(guò)錯(cuò)、缺點(diǎn) forgive vt. 原諒、饒恕matter n. 事件、物質(zhì)、內(nèi)容、原因 vi. 有關(guān)系、要緊guide n. 領(lǐng)路人、向?qū)А?dǎo)游 vt. 帶領(lǐng)、指導(dǎo)moment n. 片刻charge n. 費(fèi)用, 主管, 掌管 vt. 收費(fèi)commission n. 委任, 委托, 代辦(權(quán)), 代理(權(quán)), 犯(罪

4、), 傭金deduct vt. 扣除separate adj. 分開的, 分離的, 個(gè)別的, 單獨(dú)的 v. 分開, 隔離, 分散, 分別note n. 筆記, 短信,注解,票據(jù), 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(guān)的, 相應(yīng)的regular adj. 規(guī)則的, 有秩序的, 經(jīng)常的 adv.經(jīng)常地 forge v. 穩(wěn)步前進(jìn), 鑄造, 偽造confiscate vt. 沒(méi)收, 充公, 查抄, 征用 adj. 被沒(méi)收的 receipt n. 收條, 收據(jù), 收到 v. 收到s

5、traight adv. 直, 直接, 一直advice n. 忠告, 建議, 商通知cooperation n. 合作, 協(xié)作percent n. 百分比, 百分?jǐn)?shù)intend vt. 想要, 打算, 意指, 意謂separately adv. 個(gè)別地分離地technical adj. 技術(shù)的, 技術(shù)上的, 技巧方面的individual n. 個(gè)人, 個(gè)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(dāng)?shù)? 同意義的n.等價(jià)物, 相等物開戶與存款ca

6、sh n. 現(xiàn)金 vt. 兌現(xiàn)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(tài), 外形, 表格, 形式 v. 形成, 構(gòu)成, 排列, (使)組成duplicate adj. 復(fù)制的, 副的, 兩重的, 兩倍的

7、, 完全相同n. 復(fù)制品, 副本vt. 復(fù)寫, 復(fù)制, 使加倍, 使成雙sign n .標(biāo)記, 符號(hào), 記號(hào), 征兆, 跡象, 征候 v. 簽名(于), 署名(于), 簽署dot n. 點(diǎn), 圓點(diǎn), 園點(diǎn) vt. 在.上打點(diǎn)frame n. 結(jié)構(gòu), 畫面,框架balance n. 秤, 天平, 平衡, 商 收支差額, 結(jié)余, 余額v. 平衡, 稱, 權(quán)衡, 對(duì)比, 結(jié)算n. 資產(chǎn)平穩(wěn)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(dú)創(chuàng)的, 新穎的 n. 原物, 原作initial adj. 最初的, 詞首的, 初始的 n.詞首

8、大寫字母passport n. 護(hù)照Identity Card n. 身份證件effective adj. 有效的certificate n. 證書, 證明書 vt. 發(fā)給證明書, 以證書形式授權(quán)給.外幣兌換exchange vt. 交換, 調(diào)換, 兌換, 交流, 交易 n. 交換, 調(diào)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 Exchange Control）

9、國(guó)家外匯管理局approval n. 贊成, 承認(rèn), 正式批準(zhǔn)reference n. 提及, 涉及, 參考, 參考書目, 證明書(人), 介紹信(人)convert vt. 使轉(zhuǎn)變, 轉(zhuǎn)換. reconvert v. (使)恢復(fù)故態(tài)krone 克朗peso 比索bath 泰銖rupee 盧布aboard adv. 在船(飛機(jī)、車)上, 上船(飛機(jī)、車)prep. 在(船、飛機(jī)、車)上, 上(船、飛機(jī)、車)order n. 順序,秩序,會(huì)議規(guī)則,命令, 定購(gòu), 定單vt. 命令, 定購(gòu), 定制differ from vi. 不一致, 不同旅行支票travellers check n. 旅行支票

10、sign n. 標(biāo)記, 符號(hào), 記號(hào), 征兆, 跡象, 征候v. 簽名(于), 署名(于), 簽署countersign n. 復(fù)簽beforehand adv. 預(yù)先presence n. 出席, 到場(chǎng), 存在purchase vt. 買, 購(gòu)買 n. 買, 購(gòu)買authorization n. 授權(quán), 認(rèn)可issuing bank n. 出票行agreement n. 同意, 一致, 協(xié)定, 協(xié)議信用卡credit card 信用卡application n. 請(qǐng)求, 申請(qǐng), 申請(qǐng)表, 應(yīng)用 photocopy n. 影印 v. 影印license n. 許可(證), 執(zhí)照 vt. 許可,

11、 特許 v.許可valid adj. 有效的, 有根據(jù)的, 正當(dāng)?shù)? 正確的expiration n. 滿期 overdraft n. 透支, 透支之款項(xiàng)depend on vi. 依靠, 依賴accepting bank n. 承兌行contact with v. 與聯(lián)系cancel v. 注銷英語(yǔ)語(yǔ)法簡(jiǎn)介句子成分一個(gè)句子皆由兩個(gè)部分組成，即主語(yǔ)部分（subject group）與謂語(yǔ)部分（predicate group），如:My brother teaches English at a language school.句子中的my brother即是主語(yǔ)部分，teaches Englis

12、h at language school即是謂語(yǔ)部分。句子由各個(gè)句子成分構(gòu)成。句子成分分為7種：1）主語(yǔ)（subject）它是一句的主體，使全句所述說(shuō)的對(duì)象，常由名詞或相當(dāng)于名詞的詞擔(dān)當(dāng)，置于句首，如：The train leaves at six oclock.2）謂語(yǔ)或謂語(yǔ)動(dòng)詞（predicate verb）它是述說(shuō)主語(yǔ)的動(dòng)作或狀態(tài)的，常由動(dòng)詞擔(dān)任，置于主語(yǔ)之后，如：The house faces south.3）表語(yǔ)（predicative）它是表述主語(yǔ)的身份或特征的，常由名詞或形容詞擔(dān)任，置于連系動(dòng)詞之后，如：Brown is a comedian.Its fine today.4）賓

13、語(yǔ)（object）它是表示及物動(dòng)詞的動(dòng)作對(duì)象和介詞所聯(lián)系的對(duì)象的，常由名詞或相當(dāng)于名詞的詞擔(dān)任，置于及物動(dòng)詞或介詞等之后，如：I received a letter yesterday.Do yuou have coffee with your breakfast?5）定語(yǔ)6）狀語(yǔ)7）補(bǔ)語(yǔ)句子句子（sentence）是具有主語(yǔ)部分和謂語(yǔ)部分并有完整意義的可以獨(dú)立的一組詞。在英語(yǔ)里，句子的基本結(jié)構(gòu)有下列6種，較常用和簡(jiǎn)單的有：1）主語(yǔ)+謂語(yǔ)（SV），如：Day dawns.2）主語(yǔ)+連系動(dòng)詞+表語(yǔ)（SLP），如：Toms father is a professor.3）主語(yǔ)+謂語(yǔ)+賓語(yǔ)（SVO）

14、，如：Ruth understands French.第二部分 常用句型問(wèn)候、招呼1、 Good morning.2、 Good afternoon.3、 How do you do ?4、 How are you ?提供服務(wù)5、 May I help you ?6、 What can I do for you ?引導(dǎo)相關(guān)柜臺(tái)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 your cooperation.1

15、2、 Thats very kind of you to do (say) so.送別13、 You are welcome.詢問(wèn)開立賬戶14、 What sort of account would you like?15、 What kind of account are you going to open?請(qǐng)出示有關(guān)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、 Todays exchange

16、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(xiàn)金21、 How shall I give it to you ?22、 What would you like for your money ?請(qǐng)客戶稍作等候23、 One moment, please.24、 Please wait a little while.25、 Just a moment, please.詢問(wèn)存入（取出）多少錢？26、 How much do you want to pl

17、ace 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(dǎo)客戶填單29、 Please sign your name on this full line(實(shí)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 intend to change

18、.31、 Please fill in this application（申請(qǐng)） form and sign your name.收取正常費(fèi)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(diào)解糾紛35、 How do you do ? Im the service manager. Would you please have

19、 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 the closest bank,

20、 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 have other questi

21、ons, please feel free to call me. 第三部分 情景對(duì)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 me.C: Thank you.

22、T: Thats all right.AT：早上好，先生。請(qǐng)問(wèn)你要辦理什么業(yè)務(wù)？C：早上好。我想?yún)R些錢到美國(guó)，可是我不知道怎么辦？T：瞧，就在那邊標(biāo)有“匯出匯款”的柜臺(tái)辦理，請(qǐng)跟我來(lái)。C：謝謝你。T：沒(méi)關(guān)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 persons in front

23、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 turn?C: No proble

24、m, 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(qǐng)問(wèn)辦理什么業(yè)務(wù)？你看上去挺著急的。C：是的。我必須在10分鐘之內(nèi)辦好取款業(yè)務(wù)，否則我就趕不上飛機(jī)了。可是，你瞧，我前面仍有三個(gè)人，我不知道如何才能快點(diǎn)辦完。T：

25、好吧，請(qǐng)別著急。讓我?guī)湍戕k好此事。（面對(duì)其他客戶）很抱歉打攪你們。這位年輕人有急事，他要趕飛機(jī)。請(qǐng)不要介意我們提前給他辦理業(yè)務(wù)，好嗎？C：沒(méi)問(wèn)題，請(qǐng)盡管辦理就是。T：非常感謝大家的合作。（對(duì)焦急的客戶）你請(qǐng)吧。C：（對(duì)其他客戶）非常感謝。（對(duì)大家經(jīng)理）謝謝你。T：別客氣。應(yīng)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 straight this way unti

26、l 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(qǐng)問(wèn)你要辦理什么業(yè)務(wù)？C：你能告訴我到國(guó)際業(yè)務(wù)部怎么走嗎？T：當(dāng)然可以。請(qǐng)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A(yù)T: Good afternoon, Sir. May I help you?C: Yes, please. Id like to open a saving account. Will you tell me how to do it ?T: Certainly

27、, 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 deposit certific

28、ate 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 current deposit

29、 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A(yù)T：先生，下午好。請(qǐng)問(wèn)你要辦理什么業(yè)務(wù)？C：是的，我想開一個(gè)儲(chǔ)蓄賬戶，你能告訴我怎樣辦理嗎？T：好的，我很高興為你服務(wù)。我們通常對(duì)個(gè)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(qū)別嗎？T：當(dāng)然可以。如果你開一個(gè)定期賬戶，你就會(huì)有一張以存款人名

30、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(shí)取款，你只需出示存折。C：我開個(gè)活期賬戶吧。T：請(qǐng)到1號(hào)柜臺(tái)，并在你的賬戶上使用你的真實(shí)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 the wall will gi

31、ve 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(qǐng)問(wèn)你要辦理什么業(yè)務(wù)？C：你能告訴我現(xiàn)在美元的存款利率嗎？T：當(dāng)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(jià)。C：電子顯示屏在哪里？T：就在那邊，請(qǐng)跟我來(lái)。C：

32、是的。非常感謝你。T：別客氣，這是我應(yīng)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 currency allowed fo

33、r 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 currencies, they ha

34、ve 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. Thanks a lot.T:

35、My pleasure.CC：早上好。T：早上好。歡迎光臨，很高興為你服務(wù)。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(yán)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(jià)折算入賬。請(qǐng)問(wèn)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?yún)R款C: Good afternoon.T: Good afternoon. Can I help you ?C: Yes, Id like to know t

36、he 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?yún)R款C：下午好。T：下午好，請(qǐng)問(wèn)你要辦理什么業(yè)務(wù)？C：請(qǐng)問(wèn)從國(guó)外匯款來(lái)有哪幾種方式？T：可以用電匯、票匯、信匯等形式匯款。C：采用哪種方式快些

37、？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, I 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(qǐng)問(wèn)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(guó)其他銀行的匯率是一樣的嗎？T：一樣的。C：我還想問(wèn)一下你們的營(yíng)業(yè)時(shí)間。T：上午8：30到下午5：30。C：謝謝你，再見(jiàn)。T：不用謝，再見(jiàn)。購(gòu)買外匯T: How do you do, Sir. What