2025年银行英语口语模拟试卷.docxVIP

2025年银行英语口语模拟试卷

考试时间：______分钟总分：______分姓名：______

试卷内容

Part1:GreetingsandIntroductions

1.Youarethereceptionistatthebank.Acustomerentersandsays,Goodafternoon.Howdoyourespondandintroduceyourself?

2.YouaremeetinganewcolleaguefromanotherdepartmentwhospeaksEnglishasasecondlanguage.Introduceyourselfandyourroleinthebankinafriendlyandclearmanner.

Part2:BusinessInquiryandDirectionGiving

3.Acustomerasks,Excuseme,couldyoutellmewheretheATMmachineislocated?Respondtothecustomer,providingclearandconcisedirections.

4.Acustomercallsthebankandasks,Ineedtospeaktosomeoneaboutmycreditcardstatement.HowcanIdothat?Explaintheprocessofcontactingthecreditcarddepartment.

Part3:Product/ServiceIntroduction

5.Acustomerisinterestedinopeningasavingsaccount.Brieflyexplainthefeaturesandbenefitsoftheaccount,suchasinterestrates,minimumbalancerequirements,andeaseofaccess.

6.Youarepromotingthebanksmobilebankingapptoapotentialcustomer.Highlighttwokeyfeaturesoftheappandexplainhowitcanbenefitthecustomerinmanagingtheirfinances.

Part4:HandlingCustomerIssues/Complaints

7.Acustomeriscomplainingthattheywerechargedafeeforanservicetheydidnotuse.Howwouldyourespondtothecustomer,acknowledgingtheirconcernandexplainingthefeestructure?

8.Acustomercallsthebank,upsetbecausetheyweretoldtheywouldreceivealoanapprovalwithin24hours,butithasbeenfivedayswithnonews.Howwouldyouhandlethissituation,aimingtocalmthecustomerandprovideanupdate?

Part5:TelephonicCommunication

9.Youarecallingacustomertofollowuponaloanapplication.Thecustomerisnotavailable.Howwouldyouleaveaclearandconcisevoicemailmessage?

10.Youreceiveacallfromacustomerwhohasforgottentheironlinebankingpassword.Guidethecustomerthroughthestepstoresettheir