外贸电话沟通实用话术指南

涵盖12大场景的专业英文电话表达，提升客户沟通效率

1、电话开头寒暄

Good morning, how are you today?

Hi XXX, how’s it going?

Great to hear! I'm doing very well, thank you for asking.

All good, hope you are too.

How can I help you today?

May I ask who is calling?

May I ask who is speaking?

2、电话确认细节

Can you please verify your zip code?

Is this still your current billing address?

How would you like to pay for the order? We accept PayPal, Western Union, or all major credit cards.

3、电话跟进订单

I'm following up on the email I sent on Thursday—did you have a chance to review it?

I’m calling to follow up on the proposal sent.

I sent the proforma invoice yesterday. Have you had time to go over it?

The design mock-up has been sent by email. Just checking if you received it.

Is there any progress on the project? We need your feedback from our last discussion to move forward.

Would you like to clarify anything regarding the quotation I sent last week?

I’m calling to check if you have any questions about the manual.

4、电话跟进样板反馈

Have you received the sample parcel?

We see that you received the sample last week. Could you share your feedback?

I’m calling to follow up on the sample we sent—do you have any comments?

Are there any improvements or changes needed based on the current sample?

Is the sample quality acceptable?

When can you confirm the samples so we can start production promptly?

5、电话售后常规询问

Hope the parcel arrived in good condition.

Are you able to clear the goods through customs?

How is the product launch going? Do you need further technical support?

6、电话回应客户投诉

I understand this isn’t ideal. I’ll discuss with my manager and get back to you with a solution.

We’re sorry you weren’t satisfied with the goods. I’ll follow up once we have a resolution.

I’ll send the details to you by email right away.

We apologize for the delay. Let me speak with my supervisor to see how we can assist.

I’m sorry you’ve encountered this issue. Let me look into it and update you via email.

I completely understand your concern. Can I ask a few questions to help resolve this quickly?

Please allow us until tomorrow—we’re investigating and will send a solution by email.

7、电话催客户付款

Could you confirm if the balance payment can be sent this week? The ETA is approaching.

I’m following up on the outstanding payment. Could you provide an update?

Apologies—I’ll check our system to confirm receipt and prevent future issues. Do you know when it was paid?

Our accountant sent the updated statement last Friday. Could you settle the balance within this week?

8、电话回复客户催货

I’ll check with the production team and get back to you within half an hour.

Your goods are still in production and will be ready next week. I’ll notify you by email once completed.

9、电话与客户约会议时间

When would be a convenient time for an online meeting?

Does this week work, or would next week be better?

What’s the best way to schedule a meeting with you?

What’s your availability over the next few days?

Perfect, I’ll send a calendar invite to confirm.

10、电话客户非本人接听

Can I leave a message?

Could you let them know I called?

Please ask them to call me back at their convenience.

Thank you, I’ll call again later.

11、电话信号不佳处理

The connection seems unstable. I’ll send the details by email instead.

I’m sorry, the connection is poor. Could you provide your number so I can call back?

Could you please speak a little louder? The signal is weak.

Sorry, could you repeat that?

12、电话结束语

Thanks for your time. I’ll summarize our discussion in an email. Have a great day.

Thank you for your call. Do you have any other questions or concerns?

Thank you for calling. Enjoy your day.

Thanks again. Have a nice day.