异议处理 Dispute Resolution
Dialogues
Dialogues 1
中文
客户：这个产品的质量和描述不符，我要求退货。
销售：非常抱歉，请问具体是什么问题呢？请您详细描述一下，以便我们更好地了解情况。
客户：产品颜色与图片差别很大，而且有明显的瑕疵。
销售：感谢您提供的信息。我们会仔细核实您的情况，并尽快给您回复。
客户：我希望尽快得到解决。
销售：我们会尽快处理，预计在2个工作日内给您回复。我们会尽力满足您的要求。
拼音
English
Customer: The product quality doesn't match the description, I request a return.
Sales: I'm very sorry, what's the specific problem? Please describe it in detail so we can better understand the situation.
Customer: The product color differs greatly from the picture, and there are obvious defects.
Sales: Thank you for the information. We will carefully check your situation and get back to you as soon as possible.
Customer: I hope to get a solution soon.
Sales: We will handle it as soon as possible, and expect to reply within 2 business days. We will do our best to meet your requirements.
Common Phrases
异议处理
Dispute Resolution
Cultural Background
中文
在中国的商业环境中，处理异议通常注重维护和谐的关系。直接的冲突可能会被视为不礼貌。优先考虑解决问题，而不是强调责任。
注重双方沟通，寻求共识，通过协商解决问题。
处理异议时，要保持冷静和耐心，避免情绪化。
拼音
English
In business settings in the US, direct and clear communication is generally preferred. A focus on finding solutions is common.
Fairness and adherence to policies and procedures are often emphasized.
Documentation is typically important to maintain a record of the situation and resolution.
Advanced Expressions
中文
基于我们长期的合作关系，我们相信这个问题能够友好协商解决。
考虑到您的实际情况，我们愿意为您提供一些灵活的解决方案。
为了避免类似问题再次发生，我们建议您……
拼音
English
Based on our long-term business relationship, we are confident that this issue can be resolved amicably.
Considering your specific circumstances, we are willing to provide you with flexible solutions.
To prevent similar issues from recurring, we suggest you…
Cultural Taboos
中文
避免使用过于强硬或带有威胁性的语言。避免公开指责或羞辱对方。要避免在公众场合处理纠纷。
拼音
bìmiǎn shǐyòng guòyú qiángyìng huò dài yǒu wēixié xìng de yǔyán。bìmiǎn gōngkāi zhǐzé huò xiūrǔ duìfāng。yào bìmiǎn zài gōngzhòng chǎnghé chǔlǐ jiūfēn。
English
Avoid using overly aggressive or threatening language. Publicly shaming or humiliating someone should be avoided.Key Points
中文
了解对方的需求和立场，并尝试站在对方的角度考虑问题。选择合适的沟通方式，如电话、邮件或面对面沟通。妥善保存相关的证据，例如合同、发票等。
拼音
English
Understand the other party's needs and position and try to consider the issue from their perspective. Choose the appropriate communication method, such as telephone, email or face-to-face communication. Properly store relevant evidence, such as contracts and invoices.Practice Tips
中文
模拟真实场景进行练习，例如扮演客户和销售人员。
在练习中注意语调和语气，力求自然流畅。
针对不同的异议类型，设计不同的应对策略。
拼音
English
Practice in realistic scenarios, such as role-playing a customer and salesperson.
Pay attention to tone and manner in your practice, striving for natural fluency.
Design different coping strategies for different types of objections.