国际商务英语函电（第三版）

1 2 3 4 5 6 目 录 CONTENTS Writing Principles of Business Letters Establishing Business Relations 3 Enquiries 4 Offers 5 Counter-Offers 6 Terms of Payment

7 8 9 10 11 12 目 录 CONTENTS Establishment of L/C and Amendments Packing 9 Shipping 10 Insurance 11 Complaints and Claims 12 Agency

Chapter I Layout and Transmission of a Business Letter

Teaching Aims The purpose of communication is to obtain complete understanding between the parties involved, and elicit the responses required. Although formality in business letter-writing is rapidly giving way to a less conventional and more friendly style, the layout still follows a more or less set pattern determined by custom. It is safe to follow established practice so as to avoid confusion and a waste of time for both sender and receiver. Through the study of this chapter, students will be able to understand the layout and transmission of a business letter and arrange an English business letter in proper form and send it to the receiver smoothly.

Main & Difficult Points 1. Full Block Style. 2. Indented Form. 3. Modified Block Style. 4. Semi-block Style with Indented Paragraphs.

Brief Introduction 1. Principles of Business Letter Writing (4 "C") 1) Clearness one idea in a sentence, one topic in a paragraph and one matter in a letter. 2) Conciseness natural, human and easy to read. brief and to the point Use daily expressions to replace jargons.

Brief Introduction 1. Principles of Business Letter Writing 3) Correctness No grammatical mistakes. No typing mistakes. Pay special attention to numbers, such as quantity, price and so on. 4) Courtesy positive, friendly and sincere. Instead of saying: I am in receipt of your order for 1,000 tons of Black Tea. You better say: Thank you for your order for 1,000 tons of Black Tea.

Brief Introduction 2. To Learn This Course, You Should 1) have a good command of English; 2) pay attention to the special terms in this course; 3) understand that the best way to learn it is to read more and write more. Only in this way can you have a better understanding of what you have learned and be able to use them. It is a good idea to recite some letters. It will help you a lot when you write business letters yourself.

Contents 3 2 4 1 5 Composition of a business letter Layout of Envelop Email Fax

Composition Of a Business Letter

Composition of a Business Letter standard parts Letterhead Inside address Date Salutation Body of the letter Complimentary close Signature optional parts (8) Rreference number (9) Attention line (10) Subject line (11) Reference notation (12) Enclosure (13) Carbon copy (14) Postscript

(1) Letterhead 信头 Elements: The company’s name Address Postcode Telephone number Fax number E-mail address

(1) Letterhead 信头 practice: 宁波市慈溪进出口股份有限公司 地址：慈溪市寺山路269号 邮编：315300 电话： +86-574-63891000 传真：+86-574-63813763 E-mail: sale@cncie.com Website: http://www.cncie.com China Ningbo Cixi Import and Export Corporation Add: 269 Sishan Road , Cixi, Ningbo, Zhejiang, China P. C.: 315300 Tel: +86-574-63891000 Fax: +86-574-63813763 E-mail: sale@cncie.com Website: http://www.cncie.com

(2) Inside name and address 封内地址 收信人的姓名和地址一般列在信的左上方 由于不同国家书写地址的习惯不同，收件人地址应按照对方公司信纸中的信头书写，切勿擅自更改。写国际地址时，不要忘记在最后一行写上国家名。

(2) Inside name and address 封内地址 致某公司： Messrs. Lake Kane＆ Co.，Ltd. 66 Martins Lane London EC3V 7BH 致公司中某职位： The Manager Eagle Press Inc. 致公司某人： Mrs. Jutta Brown

(3) Date 日期 一般写法有: A, 5th March 2008 B, 5 March 2008 C, March 5th,2008 注意事项： 一般写法有: A, 5th March 2008 B, 5 March 2008 C, March 5th,2008 D, March 5, 2008 day/month/year (English practice) month/day/year (American practice) A. 一般按日,月,年的顺序写出；日可用基数或序数；日亦可放在月份后面，当日年之间必须加逗号。 B. 年份应完全写出，不能用(12)代替(2012) C. 月份要写英文名称，不能用数字来代替，但可以用缩写。

(4) Salutation 称呼 For addressing one person Dear Sir, Dear Madam, For addressing two or more persons Dear Sirs, Dear Madams, Gentlemen: (always should be in plural form) A less formal greeting Dear Mr. Dear Ms. 注意： 若不能确定阅信者是男是女，用Dear Madam or Sir; 称呼后面的标点，一般使用逗号或分号，美加来信中Gentlemen后用冒号：

(5) Body of the letter 正文 书信的主体 (一般分为3部分) Opening Sentences We have received your letter of May 5th, 2006… We have your name and address from… I am writing this letter to… The closing Sentences We hope to receive your reply early.

(6) Complimentary close 结尾敬语 结束语是一种客套用语它应与前面的称呼相呼应，后面加逗号。 Salutation Formal Less formal Informal Dear Sir or Madam Dear Mr. Dear Mary, Dear Sirs, Dear Ms. Dear Tom, Gentlemen, Dear Green, complimentary Yours faithfully, Yours sincerely, Sincerely, Faithfully yours, Sincerely yours, Cordially, Truly yours, Cordially yours, Best regards,

(7) Signature 签名 A letter should be signed by hand, and in ink. 外国函件都必须由负责亲笔签名，用橡皮戳说明该信并非本 人亲自过目，只是通函，不为人重视，不礼貌。 Julie Wang for Mary Huang （此方式表示书信内容为Mary Huang的意思， Julie Wang 只是 代为签字而已； 一般商务书信，还应在签名下方将发信人的姓名用打字形式打出。 签名者代表公司、某单位名义时，应在结束词下方打出全部大写的单位名称，然后再签名。 当负责人不在而由经办人员代签名时，要加上by, for字样。

8. Reference number 存档编号 信函编号常见的书写形式有两种： 一种比较简单的形式“Re: XXX”， 例如, Re: Invoice 12345 或Re: Your letter dated January 20, 2006。 一种比较常用的形式 “Your ref: XXX, Our ref: XXX” 提供一组缩写信息，包括：文件编号、起草人、录入 人的姓名缩写和部门代号等。

9.Attention Line 转发提示 通常位于信内名称和地址与称呼之间，用于向收信的公司提示希望将信函交给某个具体的经办人或部门。 例： Attention: William Smith, General Manager 或For the Attention of Export Department

10.Subject Line 主题 标题写在称呼语下面两行，一般是在信笺中间位置， 事由要简单扼要，说明商品名称，数量，信用证或合 同号等即可。 e.g. (1)Subject:Sewing Machines (2)Subject:Our contract No.123 (3)Sewing Machines

11.Reference Notation（经办人代号） 经办人代号是由书信口述人和打字员的姓名的首 字母组成的，用冒号或斜线分开。如自己打字， 则省去这部分。 写法有：WL/SM WL: SM WL/sm WL: sm

12. Enclosure 附件 如信中有附件时，应在签名下注明Encl.或Enc.如附件不 止一件应注明2 Encls or 3 Encls,或详细列明如下： Encls: 2 Invoices Enc: 1 B/L 1 Photo 1 Certificate

13.Carbon Copy 抄送 如果函件要抄送其他有关单位，同时使对方也知道已 抄送其他单位，可在信件最后的左下角注明“CC to xxx” or “CC xxx” CC Mr.J.Cooper (that means Mr.J.Cooper who will receive the copies of the letter.)

14.Postscript 附言 信写完后，如果想起还有要紧的要说，可以在信末 加P.S. 引出补叙的话，然后由发信人签署本人简笔签 名(本人姓名的第一个字母)。 Note: Don’t use P.S. if you forget to mention a point in the body of the letter. rewrite the letter instead.

Layout of a business Letter

外贸业务书信的基本结构： 信头 (Letterhead) 存档编号 (Ref . No. ) 日期 (Date) 封内名称和地址 (Inside Name and Address) 转发提示 (Attention Line) 称呼 (Salutation) 事由标题 (Subject Line) 正文部分 (Body of the Letter) ……………………………………………………………………………………………………… 结尾敬语 (Complimentary Close) 签名 (Signature) 经办人代号 (Reference Notation) 附件 (Enclosure) 抄送 (Carbon copy) 附言 (Postscript)

Semi-block format with indented paragraphs （半齐头式或混合式） The form of a business letter 常用的四种商务信函格式 Full-block style （全齐头式） Indented form （缩行式） Modified block style （改良的齐头式） Semi-block format with indented paragraphs （半齐头式或混合式）

1.full blocked style Xiamen Polyking Co., Ltd. 46 Pk Building, Huli Zone, Tongan Industrial Center, Xiamen, China Tel: 0592-5323827, Fax: 0592-5323817 Email: sales@polyking.com.cn Webs: http://www.polyking.com.cn    July 30, 2014 ACHILLES CONCEPT GMBH & CO.KG Bahnhofstr. 141 63263 Neu-Isenburg France Tel: 6102 59 5770 Fax: 6102596170 Gentlemen: Re: AD103 Easy-carrier We thank you for your letter of July 28 concerning our AD103 Easy-carrier. However, we regret to inform you that we can not accept any fresh orders as we are heavily committed at present. If you are interested in any other items, please do not hesitate to let us know. We are looking forward to hearing from you soon. Yours truly,              (Signature)            Eric Chen             General Manage       

2. indented style Xiamen Polyking Co., Ltd. 46 Pk Building, Huli Zone, Industrial Center, Xiamen, China Tel: 0592-5323827, Fax: 0592-5323817 Email: sales@polyking.com.cn Webs: http://www.polyking.com.cn    July 30, 2014 ACHILLES CONCEPT GMBH & CO.KG Bahnhofstr. 141 63263 Neu-Isenburg France Tel: 6102 59 5770 Fax: 6102596170 Gentlemen: Re: AD103 Easy-carrier We thank you for your letter of July 28 concerning our AD103 Easy-carrier. However, we regret to inform you that we can not accept any fresh orders as we are heavily committed at present. If you are interested in any other items, please do not hesitate to let us know. We are looking forward to hearing from you soon. Yours truly,              (Signature)            Eric Chen             General Manage        2. indented style

3. Modified bolicked style Xiamen Polyking Co., Ltd. 46 Pk Building, Huli Zone, Tongan Industrial Center, Xiamen, China Tel: 0592-5323827, Fax: 0592-5323817 Email: sales@polyking.com.cn Webs: http://www.polyking.com.cn    July 30, 2014 ACHILLES CONCEPT GMBH & CO.KG Bahnhofstr. 141 63263 Neu-Isenburg France Tel: 6102 59 5770 Fax: 6102596170 Gentlemen: Re: AD103 Easy-carrier We thank you for your letter of July 28 concerning our AD103 Easy-carrier. However, we regret to inform you that we can not accept any fresh orders as we are heavily committed at present. If you are interested in any other items, please do not hesitate to let us know. We are looking forward to hearing from you soon. Yours truly,              (Signature)            Eric Chen             General Manage        3. Modified bolicked style

4. Semiblock style with indented paragraphs Xiamen Polyking Co., Ltd. 46 Pk Building, Huli Zone, Tongan Industrial Center, Xiamen, China Tel: 0592-5323827, Fax: 0592-5323817 Email: sales@polyking.com.cn Webs: http://www.polyking.com.cn    July 30, 2014 ACHILLES CONCEPT GMBH & CO.KG Bahnhofstr. 141 63263 Neu-Isenburg France Tel: 6102 59 5770 Fax: 6102596170 Gentlemen: Re: AD103 Easy-carrier We thank you for your letter of July 28 concerning our AD103 Easy-carrier. However, we regret to inform you that we can not accept any fresh orders as we are heavily committed at present. If you are interested in any other items, please do not hesitate to let us know. We are looking forward to hearing from you soon. Yours truly,              (Signature)            Eric Chen             General Manage       

Addressing Envelopes The three important requirements of envelope addressing are accuracy, clearness, and good appearance. Business stationery ordinarily has the return address printed in the upper left corner of the envelope. Name and address of the receiver should be typed above half way down the envelope, leaving enough space for the postmark and stamps. Post notations such as “Registered”, “Certified”, or “Confidential” should be placed in the bottom left-hand corner.

Form of Envelop Sender’s Address Stamp Mailing directions Registered Express Ordinary mail Immediate(urgent) Printed matter sample Form of Envelop Sender’s Address Stamp Private Personal confidential Mailing directions Receiver’s address Remarks

Receiver’s address 如果信件不是通过邮寄，而是托某人转交，则在信封上不写收信人的地址，只在收信人的名称之下写： By Politeness of/By Kindness of/Through the Courtesy of/Per Kindness of/Forwarded by/Per Favor of/By (or: With) Favor of/Favored by加上带信人的姓名，例如： Dr. John Smith Kindness of Mr. Zheng He

Receiver’s address 如果不写出带信人的姓名，则只需在收信人姓名之上写：Please Forward，例如： Mr. Chen

Receiver’s address 如果信件通过邮局寄给第三者转交给收信人，则要在收信人姓名下面写明转交人的姓名，其前面加c/o (=care of 由……转交)，例如： Mr. John Smith c/o Mr. Chen 128 Wuyi Road Fuzhou, Fujian, China

Example of Envelopes William & Sons (Stamp) 58 Lancaster House, Manchester, London The National Transport Co. 120 Broadway Street (Registered) Rangoon, Burma

E-mail The form of E-mail To: 收件人的e-mail信箱 Caption or Subject主题 Copy抄送 Body正文 Enclosure or Attachment附件 E-mail

Example To: dieter@achilles-concept.fr Subject: AD103 Easy-carrier Copy: (Omit) Body: Gentlemen: We thank you for your letter of July 28 concerning our AD103 Easy-carrier. However, we regret to inform you that we can not accept any fresh orders as we are heavily committed at present. Enclosed please find our latest catalogue. If you are interested in any other items, please do not hesitate to let us know. We are looking forward to hearing from you soon. Yours truly,            Xiamen Polyking Co., Ltd. (Signature)            Eric Chen                General Manage 

Fax or Facsimile Transmission

GE Silicones General Electric Company 1001-3 Three Square，H.K. Tel: (652) 8436760 Fax: (852) 8775780 CERTIFICATE OF ORIGIN Date: June 5, 2014 RE: Ultraglaza SSG4000 Structural Glazing Sealant Quantity: 1512 kgs Batch: DG550 Silpruf SCS 2000 One-component Silicone Weatherproofing Sealant Quantity: N/A Batch: N/A We certify that the above products were manufactured by GE Silicones (General Electric Company) at your facility located at Waterford NY, United States of America. Country of Origin and Manufacturer—General Electric Company, U.S.A. (Signature) Example

Exercises

I. Arrange the following in proper form as they should be set out in a letter: 1. Sender’s name: China Fujian Chemical Imp.& Exp. Corp. 2. Sender’s address: 128 Wuyi Road , Fuzhou, China 3. Sender’s Fax: 0591-7533426 4. Sender’s telephone number: 0591-7533526 5. Date: March 23, 2003 6. Receiver’s name H.G Wilkinson Company Limited 7. Receiver’s address: 245 Lombart Street, Lagos, Nigeria 8. Subject-matter: Sewing Machines 9. The message: We thank you for your letter of March 16 enquiring for the captioned goods. The enclosed booklet contains details of all our Sewing Machines and will enable you to make a suitable selection. We look forward to receiving your specific enquiry with keen interest. Key

Key China Fujian Chemical Imp. & Exp. Corp. 128 Wuyi Road , Fuzhou, China Fax: 0591-7533426 Tel: 0591-7533526 March 23, 2013 H.G Wilkinson Company Limited 245 Lombart Street, Lagos, Nigeria Dear Sirs, Re: Sewing Machines We thank you for your letter of March 16 enquiring for the captioned goods. The enclosed booklet contains details of all our Sewing Machines and will enable you to make a suitable selection. We look forward to receiving your specific enquiry with keen interest. Yours faithfully,

II. Address an envelope for the above letter. Key

Key China Fujian Chemical （Stamp） Imp. & Exp. Corp. 128 Wuyi Road Fuzhou, China H.G Wilkinson Company Limited 245 Lombart Street, Lagos, Nigeria (Registered)

Professional Advice A letter functions well if it can deeply impress or influence its recipient. To gain such a favorable impression and reply, you should put yourself in the position of the recipient, taking into consideration his demand, hope, interests, etc. When writing, you should pay attention to the following:

1 Take the recipient’s attitude, i.e. “You” attitude, and avoid taking the writer’s attitude, i.e. “We” attitude, especially when you convey a good news. insteading of saying: You say: We shall be able to offer you free customer service for your newly purchased refrigerator for 3 years. We are in need of funds and that’s why your overdue bill must be paid right away. You will be pleased to hear that you will soon be able to have a free customer service for your newly purchased refrigerator for 3 years. To maintain your excellent credit reputation, please remit your overdue bill.

2 When the recipient has made a mistake, or has expressed an opinion different from your own, we should use “We” attitude. Insteading of saying: You say: Your letter dated June 13 tells us that your goods would reach us this week. You are completely wrong in your attitude. We are glad to refer to your letter dated June 13, from which we knew that the goods we ordered would reach us this week. We know you have analyzed the matter from different viewpoints, but there is still one important aspect which is worthy of being discussed by us.

3 Try to discuss problems in a positive way and avoid discussing problems in a negative way. Insteading of saying: You say: We close at 6 p.m. Your order will be delayed for one week. We are open till 6 p.m. Your order will be shipped in one week.

Professional Advice Dissimilarities in Letter Writing 英式的书信写法和美式的书信写法有许多不同的地方。现将主要的不同点介绍如下： 1.英式的书信格式是缩行式或混合式，而美式则是齐头式或改良齐头式； 2.称呼用法，英式一般用Dear Sirs, 后用逗号。美式则用Gentlemen后用冒号。 3.结尾语的用法，英式和美式的习惯各不相同，在美式中，只限用于商业书信。英式则不然，商业书信或亲友间来往书信中都可用。另外，英式习惯用Yours sincerely, Yours faithfully, etc. 而美式则相反，把Yours放在后面，成为Sincerely yours, Faithfully yours, etc.

Professional Advice Dissimilarities in Letter Writing 4.日期写法不同。英式按日-月-年的顺序，美式按月-日-年的顺序排列。（注：日期写法的国际通用格式是按日-月-年的顺序排列） 5.信封写法的不同点：收信人的姓名、地址，英式多用缩行式，美式则用齐头式。寄信人的姓名、地址英式写在左下角，美式写在左上角。