视频会：样品寄错了，道歉补救稳住英国买家
点「看一看」，Claire 和 Declan 就在这里把这一场演一遍；轮到你开口的 5 个地方会停下来，给你看要说的意思和三种说法。
AI角色、对话和声音都由 AI 生成，只用于练习。
这一场在哪里，发生了什么？
周二上午九点（英国时间，宁波下午四五点），你在宁波的办公室，和曼彻斯特的家居买家开视频会
曼彻斯特一位家居买家 Claire 订了灰色亚麻靠垫套样品，上周却收到了米色棉质款，她下周一要拿样品去见零售客户，现在有点生气。她的产品开发助理 Declan 也在线上，他很关心面料细节。你要先诚恳道歉、说明原因，再给出补寄方案，把客户稳住。
和谁对话？
- Claire
- 英国口音。家居公司采购经理，有点生气，说话直接，下周一要见零售客户
- Declan
- 爱尔兰口音。产品开发助理，比较冷静，关心面料细节
你要做到什么？
诚恳道歉，说清是仓库标签贴反了；核对货号、尺寸和数量；说清今天重新打样、明天发国际快递、周五前送到曼彻斯特、运费你方承担；承诺发货后马上发快递单号、周四再跟进；告诉对方寄错的米色样品不用退回。
这一场轮到你开口 5 次：
- 道歉认错
- 核对订单
- 补寄方案
- 承诺跟进
- 样品处理
全文：这一场怎么说？
中英对照，不用注册。每一句都能点「听」，录音就是 App 里这一场的录音，只有角色的台词。轮到你的地方，写着你想说的意思、三种说法和值得记住的说法：能说清是短句，先保证对方听懂；自然是同事平时会说的；高密度更紧凑、信息更多。
ClaireHello. Let's get straight to it. We ordered grey linen cushion covers, and we got beige cotton. What happened?
你好。直接说正事吧。我们订的是灰色亚麻靠垫套，收到的却是米色棉的。怎么回事？
听懂：get straight to it 直接说正事 · linen cushion covers 亚麻靠垫套 · beige 米色
轮到你：道歉认错
诚恳道歉，承认是你们寄错了：仓库把两个订单的标签贴反了。
你想说的意思：真的很抱歉，这完全是我们的错。仓库把两个订单的标签贴反了，所以寄错了样品。
- 能说清I'm really sorry. It was our mistake. Our warehouse mixed up the labels on two orders.
- 自然I'm really sorry, that's completely on us. Our warehouse mixed up the labels on two orders, so you got the wrong samples.
- 高密度I'm really sorry, that's completely on us. Our warehouse mixed up the labels on two orders, and your samples went out under the wrong label.
| 值得记住的说法 | 中文 |
|---|---|
| I'm really sorry | 真的很抱歉先道歉，再解释 |
| that's completely on us | 这完全是我们的责任比 It's our fault 更自然、更有担当 |
| mixed up the labels on … | 把……的标签弄混了 |
ClaireMistakes happen, but the timing is awful. I'm showing these samples to a retail client next Monday.
出错难免，可时间点太糟了。我下周一要拿这些样品给零售客户看。
听懂：the timing is awful 时间点太糟了 · retail client 零售客户
DeclanCan we just make sure the details are right this time? What exactly are you sending us?
这次我们先把细节核对清楚好吗？你们到底要给我们寄什么？
听懂：make sure the details are right 确认细节没错 · What exactly 到底是什么
轮到你：核对订单
核对清楚：灰色亚麻款，货号 LN-2047，45×45 厘米，3 个。
你想说的意思：我确认一下：灰色亚麻款，货号 LN-2047，尺寸 45×45 厘米，一共 3 个，对吧？
- 能说清It's the grey linen cover, LN-2047. Size 45 by 45 centimetres. Three pieces. Is that right?
- 自然Just to confirm, it's the grey linen cover, item number LN-2047, 45 by 45 centimetres, and three pieces. Is that right?
- 高密度Let me just double-check: grey linen, item number LN-2047, 45 by 45 centimetres, three pieces. Have I got that right?
| 值得记住的说法 | 中文 |
|---|---|
| Just to confirm, … | 我确认一下……核对信息时的常用开头 |
| Let me just double-check | 我再核对一遍出过错之后说这句，显得认真 |
| item number … | 货号…… |
| Have I got that right? | 我说得对吗比 Is it correct? 更口语 |
DeclanOkay, thanks. And please make sure it's the washed linen we approved, not the heavier one.
好，谢谢。还有，请确保是我们确认过的水洗亚麻，不是厚的那种。
听懂：washed linen 水洗亚麻 · we approved 我们确认过的 · the heavier one 更厚的那种
ClaireSo when will I actually have them? I need them in Manchester by Friday at the latest.
那我到底什么时候能拿到？最晚周五要到曼彻斯特。
听懂：actually have them 真正拿到手 · by Friday at the latest 最晚周五
轮到你：补寄方案
给出方案：今天下班前重新打样，明天发国际快递，周五前送到曼彻斯特，运费你方承担。
你想说的意思：我们今天下班前重新打样，明天一早发国际快递，周五前能送到曼彻斯特。运费我们出。
- 能说清We will make new samples today. We send them tomorrow by express courier. They arrive by Friday. We pay the shipping.
- 自然We're remaking the samples today and sending them by express courier tomorrow. They should reach Manchester by Friday, and we'll cover the shipping.
- 高密度We're remaking the samples today, and they'll go out by express courier first thing tomorrow, so they should reach Manchester by Friday. Shipping's on us.
| 值得记住的说法 | 中文 |
|---|---|
| remaking the samples today | 今天重新打样 |
| by express courier | 走国际快递courier＝快递公司 |
| first thing tomorrow | 明天一早比 tomorrow morning 更有紧迫感 |
| should reach Manchester by Friday | 周五前应该能到曼彻斯特should 表示有把握的预计 |
| Shipping's on us | 运费我们出… is on us＝我们承担 |
ClaireFriday's cutting it fine. If the courier's late, I've got nothing for Monday. How will I know where they are?
周五太卡了。快递要是晚了，我周一就什么都没有。我怎么知道货到哪儿了？
听懂：cutting it fine 时间卡得很紧 · courier 快递（公司）
轮到你：承诺跟进
承诺发货后马上把快递单号发到她邮箱，周四再跟进一次。
你想说的意思：一发货我就把快递单号发到你邮箱，周四我再跟进一次，确保按时到。
- 能说清I will email you the tracking number after it ships. I will check again on Thursday.
- 自然I'll email you the tracking number as soon as it ships, and I'll follow up on Thursday.
- 高密度The moment it ships, I'll email you the tracking number, and I'll follow up on Thursday to make sure it's on track.
| 值得记住的说法 | 中文 |
|---|---|
| email you the tracking number | 把快递单号发你邮箱 |
| as soon as it ships | 一发货就……ship 在这里＝发货 |
| The moment it ships | 一发货马上比 as soon as 更强调“立刻” |
| follow up on Thursday | 周四再跟进 |
| make sure it's on track | 确保按计划进行 |
ClaireOkay. That's what I needed to hear. Please don't let it slip.
好吧。我要的就是这句话。千万别再出岔子。
听懂：That's what I needed to hear 我要的就是这句话 · don't let it slip 别再出岔子
DeclanOne more thing. What should we do with the beige samples? Post them back to you?
还有一件事。米色的样品怎么处理？给你们寄回去吗？
听懂：Post them back 寄回去
轮到你：样品处理
告诉对方寄错的米色样品不用退回，可以留着参考。
你想说的意思：不用寄回来，你们留着参考就好。
- 能说清No need to send them back. Please keep them for reference.
- 自然No need to send them back. Please just keep them for reference.
- 高密度Don't worry about sending them back. Just hang on to them for reference, in case they're useful later.
| 值得记住的说法 | 中文 |
|---|---|
| No need to send them back | 不用寄回来 |
| keep them for reference | 留着参考 |
| Don't worry about sending them back | 不用麻烦寄回来Don't worry about … 很客气 |
| hang on to them | 留着它们比 keep 更口语 |
ClaireFine, we'll keep them. So, grey linen here by Friday. Please don't let me down this time.
行，我们留着。那就是灰色亚麻款周五前到。这次可别让我失望。
听懂：here by Friday 周五前到这儿 · don't let me down 别让我失望
DeclanThanks. I'll check the fabric the day they arrive and let you know.
谢谢你。样品到的当天我就检查面料，再告诉你。
听懂：the day they arrive 到货当天 · let you know 告诉你
没听清、卡住时怎么接？
这一场准备的救场的话：没听清、一时想不起词，先用一句接住，再想内容。
| 英文 | 中文 |
|---|---|
| Sorry, could you say that again a bit slower? | 抱歉，能慢一点再说一遍吗 |
| Let me check that and get back to you today. | 我核实一下，今天给你回复 |
| Sorry, the line broke up for a second. | 抱歉，刚才网络卡了一下 |
| Just to check I've got it right, … | 确认一下我理解得对不对…… |
在开口前练这一场
读过一遍，再开口说一遍：在开口前打开这一场，Claire 和 Declan 用各自的口音说话，轮到你时停下来等你开口，不限时间；想不起来，提示先给首字母，再给英文说法，最后才给中文。
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还可以练哪些场景？
- 视频会：向英国客户认错，用补偿方案保住订单英国口音
- 视频电话：客户投诉尺寸超标，道歉并给出补救方案墨西哥口音
- 跨国视频会：守住单价，用条件换小让步美国口音
- 跟进电话：给英国买家一个新理由，重新聊起来英国口音
- 视频会：守住付款底线，谈出折中方案美国口音
- 跨国视频会：顶住 30% 的索赔，只承担合理的部分美国、印度口音
这页是怎么写的？
- 内容来源
- 开口前 App 里的练习场景「视频会：样品寄错了，道歉补救稳住英国买家」：情境、角色、全文、三种说法和救场的话都是 App 里的原文，录音是 App 里这一场的录音。人名和情节是虚构的。
- AI 的使用
- 角色、对话和声音都由 AI 生成。
- 更新记录
- 2026-11-01 更新。发现错误，写信到 hello@kaikouqian.com。