问候与开场 (Greetings Opening)

1. 接电话/见面问候
   • "Hello, this is [Your Name] from [Your Company]. How can I assist you today?"
     （您好，我是[公司名]的[您的名字]，有什么可以帮您？）
   • "Good morning/afternoon! Thanks for calling. What’s your inquiry about?"
     （上午/下午好！感谢来电，请问您咨询哪方面的业务？）
   • "Nice to meet you! I’m here to help with your shipping needs."
     （很高兴认识您！我来协助您处理货运事宜。）

客户咨询与报价 (Inquiry & Quotation)

客户提问高频句

• "How much does it cost to ship from [Origin Port] to [Destination Port]?"
  （从[起运港]到[目的港]的运费是多少？）
• "What’s the latest sailing date for FCL/LCL to [Destination]?"
  （到[目的港]的整箱/拼箱最近船期是什么时候？）
• "Do you offer door-to-door service, or just port-to-port?"
  （你们提供门到门服务还是仅港到港？）

回应与询价

• "To give you an accurate quote, could you confirm the cargo details: commodity, weight (kg), dimensions (cm), and destination port?"
  （为了给您准确报价，能否确认货物信息：品名、重量（公斤）、尺寸（厘米）和目的港？）
• "For FCL, the rate is [Amount] USD per 20ft container, including basic freight and THC. Surcharges like BAF will be extra."
  （整箱的话，20英尺集装箱运费是[金额]美元，含基本运费和码头操作费，燃油附加费等另计。）
• "The next sailing to Los Angeles is on [Date], ETD [Port] is [Date], ETA Los Angeles is [Date]."
  （下一班去洛杉矶的船是[日期]，预计离港[港口]时间为[日期]，预计到港洛杉矶时间为[日期]。）
• "Shall I send you a detailed quotation via email? It will include all fees and terms."
  （我把详细报价单邮件发给您可以吗？包含所有费用和条款。）

订舱与确认 (Booking & Confirmation)

确认订舱信息

• "Please confirm the booking details: Shipper ([Name/Address]), Consignee ([Name/Address]), Notify Party, and cargo description."
  （请确认订舱信息：发货人（名称/地址）、收货人（名称/地址）、通知方和货物描述。）
• "The booking has been confirmed. Your SO (Shipping Order) number is [SO Number]. Please note the cut-off time for docs is [Time/Date], and cut-off for cargo is [Time/Date]."
  （订舱已确认，提单号是[SO号]，文件截单时间是[日期/时间]，货物截港时间是[日期/时间]。）

特殊要求确认

• "Is the cargo hazardous? If yes, we need the MSDS (Material Safety Data Sheet) and dangerous goods declaration."
  （货物是危险品吗？如果是，需要提供MSDS（物质安全数据表）和危险品申报单。）
• "Does the cargo require temperature control? We can arrange a reefer container with [Temperature]°C."
  （货物需要温控吗？我们可以安排[温度]摄氏度的冷藏集装箱。）

货物跟踪 (Cargo Tracking)

客户询问货物状态

• "Where is my shipment now? The tracking number is [Number]."
  （我的货物现在到哪里了？追踪号是[号码]。）

回应货物状态

• "I’ve checked with the carrier. Your goods were loaded on vessel [Vessel Name] on [Date], and they’re currently en route to [Destination]. ETA is still [Date]."
  （我查了船公司，您的货物已于[日期]装上[船名]，正在运往[目的港]途中，预计到港时间仍是[日期]。）
• "The container has arrived at the destination port. The consignee can start customs clearance now."
  （集装箱已到目的港，收货人可以开始清关了。）

清关与文件 (Customs Clearance & Documents)

提醒客户提供文件

• "To proceed with customs clearance, we need the commercial invoice, packing list, and original bill of lading (B/L)."
  （为办理清关，需要提供商业发票、装箱单和正本提单。）
• "Please send the documents to us at least 3 days before the vessel arrives to avoid delays."
  （请在船到港前至少3天把文件发给我们，以免延误清关。）

解释清关流程

• "Customs will inspect the cargo and verify the documents. If everything is in order, clearance will take 1-2 working days."
  （海关会查验货物和文件，没问题的话1-2个工作日可完成清关。）

问题处理与沟通 (Issue Handling)

货物延误/异常

• "I apologize for the delay. The carrier informed us there was port congestion at [Port], so ETA has been adjusted to [New Date]. We’re following up closely."
  （很抱歉延误了，船公司通知[港口]有拥堵，预计到港时间调整为[新日期]，我们会持续跟进。）
• "The cargo was damaged during transit. We’ve filed a claim with the carrier and will update you as soon as we get a response."
  （货物在运输中受损，我们已向船公司提交索赔，有进展会立即通知您。）

费用疑问

• "The total cost includes freight, THC, documentation fee, and customs clearance fee. I can send you a breakdown if needed."
  （总费用包含运费、码头操作费、文件费和清关费，需要的话我可以发费用明细给您。）

结束对话 (Closing)

• "Is there anything else I can assist you with today?"
  （今天还有其他需要帮忙的吗？）
• "Feel free to contact me at [Phone/Email] if you have any questions later."
  （之后有任何问题，可以打[电话]或发[邮件]联系我。）
• "Thank you for your trust. We’ll keep you updated on the shipment progress."
  （感谢您的信任，我们会及时更新货物进展。）

常用货代词汇补充

• FCL (Full Container Load): 整箱货
• LCL (Less than Container Load): 拼箱货
• ETD (Estimated Time of Departure): 预计离港时间
• ETA (Estimated Time of Arrival): 预计到港时间
• B/L (Bill of Lading): 提单
• THC (Terminal Handling Charge): 码头操作费
• BAF (Bunker Adjustment Factor): 燃油附加费
• Customs Clearance: 清关

用语覆盖货代日常核心场景，简洁实用,可根据具体业务灵活调整。

本文链接：https://guigangbj.com/zblog/?id=20022