我们在广交会上跟客户交谈的时候，对于一些比较敏感的话题，不能多说，不能少说，更不能一问三不知。那么，我们应该注意哪些措辞忌讳呢？
It’s a pretty tiring work to communicate with customers when doing foreign trade businesses especially in some sensitive topics. We can’t talk too much or less and we also shouldn’t be ignorant. In that way, what’re the wording taboos we are likely to confront with?
一、我不知道，这一块不归我负责
I don’t know. It’s not my part.
对于客户的问题，你如果用了这样的回复，那么好了，你在客户眼中的形象至少能降一半了。
For customers’ questions, if you answer them like that, your image in customers eyes turns to the wrong side.
当你在和客户交谈时，你代表的是公司的形象，你不知道，那也就代表公司不知道。同时，这样不负责任的不知道也会给客户带来你不上心的印象。
When you converse with customers, you represent your company. If you don’t know, that means that your company doesn’t know neither. Meanwhile, such irresponsible answer will make your customers think that you are not considerate at all.
但是如果你是一开始就直接跟客户说，你可以将客户转接到负责这一块的同事手中，他们可以帮客户解决这个问题或者提供帮助，是不是就要好很多呢？至少客户不会感觉到你冷落了他。
But what if you change your way of saying like thank you for your patience. Isn’t it better? It includes some kind of compliments and your customers will feel better.
二、 对不起，让您久等了
I’m sorry for having you waiting.
乍一听这句话好像没毛病，可是当你仔细想想的时候，你会发现你的话语里面在强调让客户很不爽的一件事——长时间的等待。就像平时你有很不爽的事情，可是别人在你面前刚好就把它提起来了，你就更不爽了。
It seems that it’s very common to say. However, through your careful consideration, you will find that you are emphasizing that you have kept your customers waiting for so long which is quite an annoying thing for them. It’s just like when we have something upsetting you and someone just reminds you of it so that you will become more annoyed.
但是如果你换一种说法：谢谢您的耐心等待。是不是会感觉好很多？这种语气里面带的就是一种夸赞，客户心理听了肯定就好受很多了。
But what if you change your way of saying it? Like, thank you for your patience. Isn’t it better? It includes some kind of compliments and your customers will feel better.
三、 我们要收到货款才能供货
We’ll only supply goods once we receive the payment.
这种措辞大部分人其实一看就能看出问题，明显这种措辞中是带着一点威胁的意思的，你要想想，你和客户是合作关系，而不是上下级的关系，客户并不是一定得和你合作才行的，他完全可以换一家让他觉得舒服的商家或者公司合作。
Most of us can see what the problem is. It’s apparent to see that it is a little threatening. Just think, you cooperate with your customers and they are not surbodinate to you and they don’t have to cooperate with you. It’s fine for them to cooperate with other merchants or companies which can make them feel better.
但是如果你斟酌一下，换一种说法：我们一收到您的货款就立即供货。
What if you change your way of saying it? We’ll supply goods immediately once we receive your payment.
同样的意思，这样说是不是就完全不一样了，这样的措辞就容易让客户产生占据主动的感觉，更容易接受你的说法。
The meanings are all the same. But it’s a slightly different from the previous one. Your customers will think that they have taken the initiative and they are more likely to accept you.
四、 很抱歉没有及时回复您的电话，我太忙了。
I’m very sorry that I didn’t answer your phone calls in time. I was so occupied.
客户听到你这样的措辞第一反应就是你没有重视他，你忙得都想不起我来了，我还要和你谈合作干嘛？
Hearing what you said, they feel that you didn’t attach importance to them. You are so busy that you forget them. So why should I cooperate with you?
所以说，千万不要试图去找理由了，你的任何理由只会加重你在客户心目中的恶劣形象，遇到这样的情况，你应该做的是直接将话头转向到客户想要谈得事情上面来，尽量降低你的行为造成的影响。
Therefore, try not to find any excuses. Any of your excuses will aggravate customers’ bad feelings towards you. When confronting with such situation, what you need to do is to turn to the business customers want to talk and try to reduce the impact.
比如：对不起，我应该尽早回复您电话的，我马上就去看有什么办法可以解决您的问题，一定尽我最大的努力！
For example, you can say, “I’m sorry. I should have answered your phone calls earlier. I will try to seek some methods to settle your problems. I’ll definitely do my utmost.”
这样说其实也只是稍微降一下客户心中的火，但是并不能完全扭转你在客户心中的形象，主要还是要看你在今后与客户的关系维护了，这个转变过程得慢慢来。
By saying that, you can calm customers down a bit but they won’t completely change your image. It depends on your futural relationship maintenance. It takes time to do that.
五、 我是新来的，我不清楚
I’m new here. I am not clear.
千万不要以“新来的”自居，你这样的说辞只会让客户对你整个公司开始不信任，派一个新来的和我接触，这么不重视我，还能好好合作？
Do not say you are new. Such words will make your customers distrust your company. They will think that the company sends a freshman to contact them. There is no chance for you to cooperate with them since you don’t attach importance to them.
如果你真是新人，尽量友好的对待客户，尽量去找到方法就好，不要着重去强调新人的身份让客户原谅你的无知。
If you are a rookie, try to treat customers friendly and try to find the way out. Do not emphasize you are a freshman to have them forgive your ignorance.
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