许多外贸从业者对致电国外客户心存顾虑，往往因担心口语不佳或听力障碍而回避电话沟通。然而，在业务实战中，一通高效的电话往往胜过邮件的漫长拉锯。电话沟通是外贸业务中极具价值的工具，只要充分准备并勤加练习，便能从容应对各类场景。以下整理了致电国外客户时的高频口语句式，供各位参考演练。
通话前的准备工作
提前预约
为避免打扰客户的工作与生活，建议提前预约通话时间，展现专业素养，减少对方的抵触情绪。
准备 FAQ 清单
预先梳理关于产品、公司及业务的常见问题与标准答案，确保能第一时间回应客户疑问，提升沟通效率。
善用录音工具
对于听力信心不足的业务员，建议使用电话录音 APP。若初次沟通未听清关键信息，挂断后可通过回放录音进行二次确认。
开场话术
- Hi, it's [Your Name] from [Your Company]. May I (please) speak to Mr. Smith?
- 你好，我是 [公司名] 的 [姓名]，请问您是 Smith 先生吗？
对方不在或正忙时的应对
- Could you please take a message? Please tell her/him that…
- I'd like to leave her/him a message. Please let her/him know that…
- 能否请您留个口信，告诉他……
- When is a good time to call?
- 什么时候方便我再次来电？
- When is she/he going to be back?
- 他什么时候回来？
- Could you tell him/her that I called, please?
- 能否转告他我找过他？
- Could you ask him/her to call me back, please?
- 能否转告他请他回电给我？
- Okay, thanks. I'll call back later.
- 好的，谢谢，我待会儿再打来。
直奔主题：阐明来电意图
- I'm calling to ask about/discuss/clarify…
- I just wanted to ask…
- I'm calling about/because…
- I'm calling to follow up on…
- 我打电话来是为了……
礼貌纠正对方的误解
- I'm sorry, but I think there has been a misunderstanding…
- I'm sorry, but it's not quite right.
- 不好意思，但我想您有所误解……
确认关键信息
- Let me see if I got that right.
- When you say…do you mean…?
- So if I understand you correctly…
- Just to clarify, you said…
- I'm not sure I understand. Did you mean…?
- 再跟您确认一下，您的意思是……
未听清时的请求复述
- I'm sorry, I didn't catch that. Could you please repeat yourself?
- 不好意思，我没听清，您能重复一遍吗？
- Would you mind spelling that for me?
- 您能把这个拼写一下给我吗？
- Would you mind slowing down?
- 您能说慢一点吗？
- Would you mind speaking up a little bit?
- 您能说大声一点吗？
通话质量不佳时的处理
- I'm sorry, could you speak up, please?
- Would you mind speaking up a bit?
- 您能说大声一点吗？
- I'm sorry I can't hear you very well.
- I think we have a bad connection.
- 不好意思线路不好，听不清楚。
结束通话的标准用语
- I will follow up with the requested information soon.
- 我会尽快跟进您所需的信息。
- I will keep you updated on our progress.
- 有新的进展我会及时通知您。
- Thank you for your time. Have a great day!
- 谢谢，祝您愉快！
基础商务句型精选
- This is Dajiang Food Store. How may I help you?
这里是大江食品店。请问有什么可以帮您？ - Could you put me through to the toy department?
请帮我转接玩具部好吗？ - I'd like to order 3 cases of beer.
我打算订购三箱啤酒。 - My name is Tony Smith, Shanghai Hotel Room 2107. My phone number is 6567-8900.
我叫托尼·史密斯，住上海宾馆 2107 房间，我的电话号码是 6567-8900。 - Please make a remittance of 1,500 Yuan for the books you've ordered. The postage is included.
您订的书请汇款一千五百元过来，邮资已包含在内。 - Hold on a moment please.
请稍等。 - I'll see if she is in.
我去看看她在不在。 - I am afraid she is out at the moment.
抱歉，她此刻外出了。 - I'll be pleased to if I can.
如果力所能及，我很乐意效劳。 - Extension 121, please. / Sorry, the line is busy.
请接 121 号分机。/ 对不起，线路忙。 - Could I speak to Mr. Johnson, please? / Sorry, there is no one by the name of Johnson here.
我可以和约翰逊先生通话吗？/ 对不起，这里没有叫约翰逊的人。 - Could you hold on a minute? I'll get him for you. / Certainly. Thanks.
稍等，我去叫他。/ 好的，谢谢。 - Mr. Smith is tied up at the moment. / OK. I'll call again later.
史密斯先生现在脱不开身。/ 好的，我回头再打过来。 - I am sorry I wasn't in when you called. / That's all right.
很抱歉您来电时我不在。/ 没关系。
情景对话实战演练
Dialogue 1：转接电话
O (Operator): International Trading Co. Good morning.
L (Caller): Good morning. May I speak to Mr. Smith, please?
O: May I ask who's calling, please?
L: This is Miss Li from United Textiles.
O: Just a minute, Miss Li. (Switches lines) Mr. Smith, Miss Li from United Textiles wants to speak to you.
S (Smith): Put her through, please. Hello, Mr. Smith speaking.
L: Good morning, Mr. Smith. I'm calling about the draft agreement you sent me…
Dialogue 2：客户外出
A: Marketing Manager's Office. Can I help you?
B: Mr. Smith, please.
A: Sorry, he is out.
B: What time do you expect him back then?
A: Sorry, I am not sure. Can I take a message?
B: No, thanks. I will call back later.
A: That's fine. Please call again later.
B: OK. Thank you. Goodbye.
Dialogue 3：留言处理
A: United Development Corp. May I help you?
B: I'd like to speak to Mr. Smith, please.
A: Who shall I say is calling, please?
B: This is Miss Zhang from ABC Corp.
A: I'm sorry, Miss Zhang, but Mr. Smith is not in at the moment.
B: When will he come in, do you know?
A: I suppose he won't be in until 11:00.
B: May I leave a message?
A: Certainly.
B: Please ask him to give me a call as soon as he returns. He has my number.
A: Very well, Miss Zhang, I'll do that.
B: Thank you. Goodbye.
Dialogue 4：线路故障
A: Is Mr. Zhang there, please?
B: Sorry. I can't hear you. Would you please speak a little louder?
A: I said, is Mr. Zhang there?
B: Mr. Smith, the line is bad. Don't hang up, please. I'll have the call transferred to another line.
常用替换句型练习
场景一：通知接听电话
A: Mr. Smith, Mr. Li from United Textiles wants to speak to you.
- 替换句：There is a phone call for you.
- 替换句：You're wanted on the phone.
B: Put him through, please. Thank you.
（中文：有您的电话。/ 请接过来，谢谢。）
场景二：询问返回时间
A: When will he come in, do you know?
- 替换句：What time do you expect him back?
- 替换句：Will he be back soon?
B: I suppose he won't be in until 11:00.
- 替换句：I don't expect him to be available until 2:30.
- 替换句：I'm sorry. I've no idea.
（中文：你知道他什么时候回来吗？/ 我想他十一点前不会回来。）
场景三：留言与否
A: Would you like to leave a message?
- 替换句：May I take a message?
- 替换句：Shall I ask him to call you when he returns?
B: Don't bother. I'll call back later.
- 替换句：Yes. Please tell him to call Mr. Zhang at 231-4567.
- 替换句：Yes, please. My number is 231-4567.
（中文：您可以留个口信吗？/ 不必麻烦了，我等会再打。）
场景四：信号不清
I can't hear you. Would you please speak a little louder?
- 替换句：The line is bad. Would you please say that again?
- 替换句：Sorry. Something is wrong with the phone. It's not clear.
- 替换句：Please repeat that.
（中文：我听不清，能大点声吗？/ 线路很差，请再说一遍。）
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