外貿(mào)英語函電-南海廣播電視大學(xué)

1、外　貿(mào)　英　語　函　電Business English Correspondence,主編　項(xiàng)偉峰,,Job Competency,Job task,Job task,Exercises,Summary,Learning Goals,Learning Task 1,Learning Task 2,Module Assessment,Module Conclusion,Content Structure,Module Nine Com

2、plaints and Claims,2,Learning Task 1,3,Learning Task 2,4,5,Module Assessment,1,Learning Goals (Job competency),Module Conclusion,Learning Goals,Know the essential points to write a complaint or a claim Lodge a complaint

3、 or a claim in a specific situation Settle a claim or complaintReject a claim or complaint,Module Nine Complaints and Claims,2,Learning Task 1,3,Learning Task 2,4,5,Module Assessment,1,Learning Goals (Job competency),

4、Module Conclusion,Learning Task 1 Complaints,Section 6 Summary,Section 5 Simulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Section 2 Business Compass,Section 3 Work Samples and Analysis,L

5、ead in,Discussion: What might be the causes for complaints in international trade?,Keys,Discussion: What might be the causes for complaints in international trade?In international trade, when the seller fails to deliver

6、 his goods, or the buyer fails to fulfill his payment obligation，or the two parties have different understandings, or one of the parties intentionally creates disputes, the party which sustains the loss will complain for

7、 the improvement of products or service, or for the compensation of loss.,Learning Task 1 Complaints,Section 6 Summary,Section 5 Simulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Section

8、2 Business Compass,Section 3 Work Samples and Analysis,Types of complaints,(1) Genuine complaintshort shipment and wrong shipment (短裝錯(cuò)裝)short delivery (短交)short weight (短重)quality not satisfactorygoods delivered dam

9、aged or lateprice charged excessively, or not as agreedwrong billed invoice delivery mixed up.(2) Falsified complaintsno longer want the goodsfind alternatives cheaper elsewhere,Writing Guide for Complaint,Writing

10、Guide for Complaint Reply,Writing Guide for Complaint Reply,Learning Task 1 Complaints,Section 6 Summary,Section 5 Simulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Section 2 Business Com

11、pass,Section 3 Work Samples and Analysis,Dear Sirs,The shipment of our order No.072 for men’s shoes arrived yesterday. Thanks for your prompt delivery. However, when checking the outside package, we found part of the c

12、artons were wet. Then we had all the consignments examined by a qualified surveyor with the presence of the shipping company’s representative. According to the survey report it was evidenced that 4 out of 10 cartons we

13、re totally wet from sea water mainly due to your improper package. Each carton was invoiced containing 8 dozen plastic,Letter 1 Asking for replacement of the damaged goods,Letter 1 Asking for replacement of the damaged g

14、oods,bags with each wrapping a pair of shoes. Therefore 32 dozen shoes were soaked by sea water and have lost a great deal of quality. We hereby enclose the photos of its present appearance together with the survey rep

15、ort. Regarding the closing date of our contract with our clients, we must request your immediate replacement of it.We are looking forward to your early reply. Yours faithfully,(Signature),Comments & Analysis,Com

16、ments: The letter clearly sets out the complaint and backs it up with the survey report. The tone of the letter is firm but polite. The supplier is left in no doubt that replacement is expected. Para.1 Receipt of g

17、oodsPara.2 Details of complaintsPara.3 Request for replacementPara.4 Expectation of early reply,Letter 2 Reply to the letter of Letter 1,Dear Sirs,Your letter of requesting us to replace the damaged goods has been n

18、oted but we regret that we are not willing to do it. In terms of the survey report and the statement of the carrier’s agent the loss was caused by heavy weather in transit, which lies exactly within the responsibilitie

19、s of WPA against which you have insured the shoes. So you have to, by yourself, lodge a claim with the insurance company you have insured with. If needed, we can provide any assistance as we can. Yours faithfully,(Sig

20、nature),Comments & Analysis,Comments: The letter politely rejects the request and gives the reason for doing so. It advises the purchaser about making a claim with the insurance company and the supplier volunteers

21、 to provide assistance when needed. The customer will probably accept the explanation and no harm should be done to the business relationship. Analysis:Para 1. Receipt of the letter, but disagree to the complaintsPara

22、2 Suggestion for settlement,Learning Task 1 Complaints,Section 6 Summary,Section 5 Simulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Section 2 Business Compass,Section 3 Work Samples and

23、Analysis,Section 4 Core Phrases and Sentence Patterns,1. make/lodge/lay/file a complaint with sb. about sth.就某事向某人報(bào)怨/申訴complain to sb. of/about sth. 就某事向某人申訴2. inferior/poor/low quality質(zhì)量劣質(zhì) quality below standard質(zhì)量低于標(biāo)

24、準(zhǔn)3. not in conformity/accordance/compliance with…; 與…不符/不一致not agree/meet/correspond with…; be unequal to…; not match…不能與……相比/吻合…discrepancy/difference between…有差異；,4. be found shortage/short in weight by…(數(shù)量) 短重….5.

25、 request/ask for/demand replacement; ask sb. to ship/dispatch replacement要求換貨6. defect/flaw缺陷；defective/faulty有缺陷的; cannot find… (goods) free from defect/ damage/contamination 找不到?jīng)]有缺陷/損壞/玷污的貨7. survey report issued

26、by… evidence that… …出具的檢驗(yàn)報(bào)告證明了……,Section 4 Core Phrases and Sentence Patterns,Group Activity: Recite and Interpret,Step 1 Read aloud the Core Phrases and Sentence Patterns.(In and after class, 5 minutes in class)Step 2

27、 Memorize and ReciteSetp 3 Interpret: One student read English and another student translate it into Chinese without looking at the textbook and then Chinese into English; Take turns to interpret this part.,Learning T

28、ask 1 Complaints,Section 6 Summary,Section 5 Simulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Section 2 Business Compass,Section 3 Work Samples and Analysis,Simulation Workshop: Simulati

29、on Writing 1,Compose a letter on behalf of Mr. Wang Yan, sales manager of Import Department, according to the given information and message. Then arrange the necessary parts in proper form as they should be set out in a

30、business letter.,Message:(1)告知對(duì)方第250號(hào)訂單的布料已抵達(dá)我方口岸，我方也應(yīng)經(jīng)提貨。(2)打開貨物檢查后發(fā)現(xiàn)，與我方所要求的質(zhì)量不符。與我方所寄送過去的樣品相差甚遠(yuǎn)。(3)因此，我們不得不要求對(duì)方收回這批貨物，并給我方寄來符合要求的材料。(4)如果對(duì)方能重新發(fā)貨，我方將給出時(shí)間以得對(duì)方確認(rèn)，并能準(zhǔn)時(shí)發(fā)貨。,Simulation Workshop: Simulation Writing 1,Comp

31、ose a letter on behalf of Mr. Wang Yan, sales manager of Import Department, according to the given information and message. Then arrange the necessary parts in proper form as they should be set out in a business letter.,

32、Information:(1) Sender’s Name: Guangzhou Foreign Trade Development Corp. (importer)(2) Sender’s Address: 800 East Tianhe Road, Guangzhou, China(3) Date: December 19, 2010(4) Receiver’s Name: Young-In Trading Co.,

33、 Ltd.(5) Receiver’s Address: 115-30 Namsan-Dong, Pusan, Korea,Keys,Guangzhou Foreign Trade Development Corp.800 East Tianhe Road, Guangzhou, ChinaDecember 19, 2010 Young-In Trading Co., Ltd.115-30 Namsan-Dong, Pu

34、san, KoreaDear Sirs, Our order No.250 of 6 May for clothing materials has duly arrived and we have taken delivery of the goods.We have examined the shipment carefully and, to our great disappointment, find that the

35、y are not of the quality we ordered. The materials do not match the samples you sent us. The quality of some of them is so poor that we feel that a mistake has been made in making up the order.We have, therefore, no ch

36、oice but to ask you to take the materials back and replace them with materials of the quality we ordered. If you can replace the materials, we are prepared to allow the agreed delivery time to run from the date you confi

37、rm that you can supply the correct materials.We look forward to your early reply.Yours faithfully,(signature ),Simulation Workshop: Simulation Writing 2,Compose a letter in reply to the letter in Simulation Writing

38、1.(1) 對(duì)貴方?jīng)]能收到符合質(zhì)量要求的貨物，表示抱歉。(2) 我方調(diào)查后發(fā)現(xiàn)，并不是我方?jīng)]有按貴方的要求發(fā)貨，而是因?yàn)槲覀兤渲械囊慌_(tái)機(jī)器出了問題?，F(xiàn)在已經(jīng)將該機(jī)器修理好，并能正常生產(chǎn)。(3) 我方也將立即安排發(fā)送正確的貨物，相關(guān)單據(jù)一旦準(zhǔn)備完畢也立將即寄送貴方。(4) 關(guān)于發(fā)錯(cuò)給貴方的那批貨物，煩請(qǐng)暫時(shí)保留等待我方派人過去處理。,Keys,Young-In Trading Co., Ltd.115-30 Namsan-Don

39、g, Pusan, KoreaDecember 21, 2010Guangzhou Foreign Trade Development Corp.800 East Tianhe Road, Guangzhou, ChinaDear Sirs， We are deeply concerned about the complaint about clothing materials supplied to your ord

40、er No.250. However, we are glad you bring this matter to our attention.We have looked into the matter and found the quality of the goods is really not in conformity with the samples. After tracing, we find it resultin

41、g from a fault in one of the machines, which has been put right.We are arranging for the correct goods to be dispatched to you at once. The relevant documents will be mailed to you as soon as they are ready. As regards

42、 the wrong goods, please keep until called for by our agents who have been informed of the situation. We apologize for the inconvenience caused by our error.Yours faithfully,(signature ),Learning Task 1 Complaints,Se

43、ction 6 Summary,Section 5 Simulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Section 2 Business Compass,Section 3 Work Samples and Analysis,Summary,A complaint letter aims at the improveme

44、nt of current products/services of their business partner or the compensation for the losses caused by the wrongdoings of the business partner. Your letter should encourage them to respond positively and helpfully to the

45、 complaint. No matter how mad you feel, aggression and confrontation does not encourage a helpful reaction to complaints.,Summary,Good complaints letters may have the following features: Concise AuthoritativeFactual

46、ConstructiveFriendly,Module Nine Complaints and Claims,2,Learning Task 1,3,Learning Task 2,4,5,Module Assessment,1,Learning Goals (Job competency),Module Conclusion,Learning Task 2 Claims,Section 6 Summary,Section 5 S

47、imulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Section 2 Business Compass,Section 3 Work Samples and Analysis,Lead in,Discussion: What should we notice when making a claim?,Keys,What sh

48、ould we notice when making a claim? When you make a claim to the other party, you must notice the object of claim including shipper, carrier and insurance company, and at the same time, you must notice the cause of c

49、laim, amount of claim and validity of claim. Which are connected with many factors, such as, kinds of goods and characteristic of goods and so on? Claim must be accompanied by claim list, invoice, packing list, insurance

50、 policy, survey reports of recognized public surveyors agreed to by the sellers and so on. If both parties couldn’t arrive at a concerted opinion and result in a dispute, they would settle their dispute by an appropriate

51、 approach.,Learning Task 2 Claims,Section 6 Summary,Section 5 Simulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Section 2 Business Compass,Section 3 Work Samples and Analysis,1. Types of

52、claims,trade claim(貿(mào)易索賠)transportation claim（運(yùn)輸索賠）insurance claim（保險(xiǎn)索賠）,2. Writing Guide for Claims,3. Writing Guide for Claim Reply,3. Writing Guide for Claim Reply,Learning Task 2 Claims,Section 6 Summary,Section 5 S

53、imulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Section 2 Business Compass,Section 3 Work Samples and Analysis,Letter 1,Dear Sirs:The goods of order No.567, which covers 300 metric ton

54、s of corns, arrived on May 20. However, on inspection, we found that 190 bags had burst and that the contents, estimated at 8,000 kg, had been irretrievably lost. We proceeded to have a survey report made, which confir

55、med our initial findings. The report indicates that the loss was due to the use of substandard bags for which you, the suppliers, should be responsible.,Letter 1,In terms of the survey report, we hereby lodge our claim a

56、gainst you as follows:Short delivered quantity $ 260Survey charges $60Total claimed $320We enclose survey report No.TS5080 and look forward to early settlement of the claim.Yours faithfully,(signature ),Comments &

57、amp; Analysis,Comments: The letter insists firmly, but politely, that the substandard package of goods was the reason of loss. It backs up with survey report and seeks a remedy solution to the problem. Para.1 rece

58、ipt of goods & reason of writing,Para.2 Survey Report StatementPara.3 Details of the claimPara.4 Expectation: ask for settlement.,Letter 2,Dear Sirs: Thank you for your letter of 21 May in which you lodge a clai

59、m for short delivery of 8,000 kg of corns.We wish to express our deep regret at this incident. We have checked with our warehouse and discovered that part of your consignment was not packed in the bags as specified in

60、the contract. This was due to the negligence of our warehouse staff.,Letter 2,We are most concerned to maintain our long-standing trading relationship. We therefore enclose a cheque for $320 in full and final settlement

61、of your claim. We trust that this unfortunate error will not adversely affect our future relations.Yours faithfully,(signature),Comments & Analysis,Comments: The supplier admits the entire fault with explanatio

62、n and refund the money involved. An attempt to sustain the business relationship is made.Analysis:Para 1 Receipt of the letterPara 2 Regret at the claimPara 3 Acceptance of the claim.Para.4 Expectation for future bu

63、sinsess.,Learning Task 2 Claims,Section 6 Summary,Section 5 Simulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Section 2 Business Compass,Section 3 Work Samples and Analysis,Section 4 Core

64、 Phrases and Sentence Patterns,lodge/file/register/make/raise/lay/bring up/put forward/put in/enter/submit/place a claim against/ on/with sb. for sth. 就…向…索賠2. accept/entertain a claim 接受索賠3. have no ground/sufficient

65、 evidence to avoid/evade claim沒有理由逃避此索賠 4. to settle sth. through/by…5. alleged/declared claim宣稱的索賠6. indemnify sb. for his loss / refund sb....(loss) 償還某人損失／償還某人某種損失。,Group Activity: Recite and Interpret,Step 1 Read

66、 aloud the Core Phrases and Sentence Patterns.(In and after class, 5 minutes in class)Step 2 Memorize and ReciteSetp 3 Interpret: One student read English and another student translate it into Chinese without looking

67、 at the textbook and then Chinese into English; Take turns to interpret this part.,Learning Task 2 Claims,Section 6 Summary,Section 5 Simulation Workshop,Section 4 Core Phrases and Sentence Patterns,Section 1 Lead in,Sec

68、tion 2 Business Compass,Section 3 Work Samples and Analysis,Simulation Workshop,Compose a letter on behalf of Mr. Zhang Hai, sales manager of Import Department, according to the given information and message. Then arrang