作为一名外企销售代表，商务英语中帮助客户解决问题的流程就是：

Answer the phoneask for detailsapologise for first problemapologise again and offer solutionssay goodbye作为客户，如何用英语来交流呢？基本流程是：

Self-introduction--say you have some problems with ordergive details of first problem give details of second problem thank the sales representative

卖方销售代表（sales representative）

answering the phone 接电话

Hello, this is ABC Company.

Good morning,…… speaking.

apologising   道歉

I'm very sorry about that.（为此感到很抱歉）

I'm sorry to hear that. （很抱歉听说此事）

getting details   获取细节

Can you give me some more information? （您能再提供一些信息吗？）

Which model is it ？（是哪个型号？）

finding solutions  找解决办法

We can give you a refund. （我们可以提供退款）

I can talk to the manager. （我可以和经理沟通一下）

We can send you a new one. （我们可以重新给您发送一个新的）

买方公司（customer）

getting through  接通电话

Can I speak to ……， please？

Can he call me back, please?

giving details   描述细节

The invoice is incorrect.  （发票信息不对）

There's a piece missing. （有一件丢失了）

It's the wrong part/ model/item. （型号不对）

stating the problems  陈述问题

I've got a problem with…… （我的......有问题）

There are some problems with…… （......有一些问题）

finishing a conversation 结束

Thank you

Thanks for your help .

Many thanks.