Unit 3 Business letters

Business Letters 3.1 Establishment of Business Relations 建立业务关系 3.2 Offer & Counter–Offer 报盘与还盘 3.3 Inquiry & Reply 询盘与回复 3.4 Claims & Compensation索赔与赔偿 3.5 Order 订单 3.6 Letter of Credit (L/C)信用证 3.7 Sales Letters 销售信函

Establishing Business Relations Unit 4, Task 2 3.1 Letter of Establishing Business Relations  建立业务联系 3

建立业务关系的信，通常是发信一方在通过一定的途径得到对方公司的名称和地址，并经过初步信用调查后，向对方发出的 Points for Attention 建立业务关系的信，通常是发信一方在通过一定的途径得到对方公司的名称和地址，并经过初步信用调查后，向对方发出的 4

WHERE to find the company you want to deal with? You may find them through the following channels  5

Overseas Chamber of Commerce 海外商会 Chinese Commercial Counselor’s Office in Foreign Countries 中国驻外商务参赞处 Trade Directories 贸易行的行名录 Publication 出版物（E.g. Public Commerce Information Service, P.R. China 商务部出版的公共商务信息导报） Business Houses of the same trade 同业商行 Advertisement 广告 Internet: www. Mofcom.gov.cn 6

The Commercial Counselor’s Office 商务参赞处 Language Points The Commercial Counselor’s Office 商务参赞处 E.g. Learning from the Commercial Councelor’s Office of our Embassy in your country that you are one of the leading importers of canned foodstuff.

经济商务参赞处 使馆 (Embassy) 中负责同驻在国外贸部门进行联系和交涉的部门，一般由派遣国外贸主管部门派出。其职责是向本国主管部门报告驻在国的经济、贸易发展情况，准备贸易协定的签订工作并监督其执行，签订或协作签订重要的贸易合同。 8

What’s the way to establish the business relations ?

Traditional ways Writing Letters/ Fax/ Telex Advertising through radio, TV and newspapers Friends introduction Trade Fair 10

Modern Ways Online Advertising Search Engine Database B2B Website posting (B2B: Business To Business，是指一个市场的领域的一种，是企业对企业之间的营销关系) Modern Communication Tools (E-mail, TradeManager, Skype, MSN, QQ) E-works/ E-banks/ E-commerce 11

Skills of Writing Letters of EBR

How do you know the addressee's name and address? Who are you ? What is your products? Where are you from? Power of your company Product ranges Advantages & Promise Wishes Website & Contact information

Case Studies P37-40

Major Factors of Letters of EBR Writing Tips Major Factors of Letters of EBR Begin your letter by telling the recipient how his name is known to you Provide necessary information about yourself State your wish

Expresions Beginning by telling your purpose or how his name is known to you ： 在我们的客户的要求下，我们非常感激您能提供有关上述公司的相关资料。 At the request of our client we would appreciate your providing us with any information you might have concerning the above mentioned company .

Expresions Beginning by telling your purpose or how his name is known to you ： 你的名字作为上述公司的重要商号参证刊登在四月1日的《纽约贸易时报》中，该公司正在我地区寻找有能力的经销商 。 Your name was listed in the April 1 issue of The new York Trade Times as an important trade reference by the above company , which is seeking capable dealers in our area .

Expresions trade reference（business reference/ house reference )： 信用备咨(*credit reference)的一种。 在国际贸易实务上，买卖双方在进行交易之前，应互相告知备咨询查的第三者名号，以便双方互作彼此的信用调查。若该第三者为对方所熟悉的同业或商号(非银行)，则该同业或商号则称为商号备咨；若该第三者为银行，则称为银行备咨(*bank reference)。

Expresions Provide necessary information about yourself ： 我们被誉为最可靠的滑雪商品制造商之一。 We are reputed to be one of the most rliable skiing goods manufactures .

Expressions 享有极佳的声誉 enjoy an excellent reputation 信誉良好的公司 a reputable firm

New Words & Expressions deal in 从事，经营 =handle v. 经营 deal with… 跟…做生意 e.g. We have dealt in the export of washing machines for bout ten years. 我们从事洗衣机出口已经有很多年了。 We handle the import and export business of chemical products. 我们经营化工产品的进出口业务。 We wish to deal with you in this line. 我们希望在该行业与你们做生意。

Expresions State your wish : 我们的客户，伦敦运动有限公司，有意与上述公司建立贸易关系 Our client , the London Sports Co.,Ltd., has desire to enter into business relations with the above firm .

New Words & Expressions 3.1 Establishing Business Relations(建立贸易关系) New Words & Expressions enter into business relations 建立贸易关系 还可以用：set up open up establish business relations or build up business connections

Expresions Ending with thanks : 当然，任何信息将会严格保密；收到您的报告后，我方将非常高兴支付费用。 Any information , of course ,is strictly confidential ,and expenses will be gladly paid by us upon receipt of your report .

Expresions Ending with thanks : 我们向您保证所有信息将会严格报名。对于您的协助，当有相似机会我们将乐于施以回报。 非常感谢您一直以来的协助与合作。 We assure you that all information will be kept in strict confidence . We will be very glad to reciprocate your assistance when a similar opportunity arises . Thank you very much for your continued assistance and cooperation .

Skills of Writing Response Letters of EBR

Major Factors of Respones Letters of EBR Writing Tips Major Factors of Respones Letters of EBR Thanks for your contact We are interested in your product Requirement for details Wishes Contact information

Dear Sirs Thanks for your email received this morning. We have a plan to buy textiles in a large quantity. Pls offer your products catalogue and price list for reference. Each type should have detailed specifications. Wish to have successful cooperation and mutually benefits. Faithfully, Mr. Smith Global Trade Company, Textile Branch Tel: + 44-(0)-8707-353666 Fax:+ 44-(0)-8707-3536667 E-mail: Info@globaltrade.com Website: http://www.globaltrade.uk

我们冒昧给你方发E-mail，以期与贵公司建立业务关系。 Useful Expressions Your firm has been recommended to us by the Chamber Commerce in New York, America. .......美国纽约商会向我们推荐贵公司。 We take the liberty of sending you the E-mail with a view of building up business relationship with your firm. 我们冒昧给你方发E-mail，以期与贵公司建立业务关系。

Useful Expressions We are willing to enter into business relationship with your firm on the basis of equality, mutual benefit and exchanging what one has for what one needs. 我们愿在平等互利、互通有无的基础上与贵公司建立业务关系。 To acquaint you with the electronic goods we handle, we are sending you, by separate airmail, several handbooks for your reference. 为了使你方了解我方所经营的电子产品，我们将另外函寄基本产品介绍的小册子供你方参考。

Useful Expressions The...bank will give you any information you may require concerning our credit standing as well as our manner of doing business. ......银行能提供有关我方资信和业务措施的所有资料。 We thank you for your E-mail offering your services and should like to discuss the possibility of expanding trade with you. 谢谢你方的E-mail表示愿意提供服务，我方愿与你方就扩大贸易的可能行进行讨论。

此地的中国银行海外部推荐贵公司为销售贵国的轻工产品有意与中国公司建立业务关系。 Translation Practice 敬启者： 此地的中国银行海外部推荐贵公司为销售贵国的轻工产品有意与中国公司建立业务关系。 我们请您寄给我们详细的资料及产品的价格，我们将会很愉快的研究在我方市场的销售可能性。 盼回复。我们将认真考虑任何能带给我们双方业务的建议。 诚挚问候。

Translation Practice Dear Sirs The foreign Department of the Bank of China here has recommended your corporation as being interested in establishing business relations with Chinese corporation to sell light industrial products of your country.

Translation Practice We invite you to send us details and prices of your products, and we shall gladly study the sales possiblities in our market.

Translation Practice We shall always be very happy to hear from you and will carefully consider any proposals likely to lead to business between us. Yours truly

Business Negotiation 商务磋商 Inquiry询盘 Offer发盘 Counter Offer 还盘 Acceptance 接受

3.3 Enquires and Reply P48 询盘与回答

What is the inquiry？

Inquiry An inquiry is a request for information They invite a quotation or an offer for the goods they want or just ask for some general information about those goods 询盘是指交易的一方准备购买或出售某种商品，向对方询问买卖该商品的有关交易条件。

Two Kinds of Inquiry A general inquiry（普通询盘） The buyer ask for general information he needs, such as a catalogue（目录）, a price list or quotation sheets（价目表或报价单）, a sample（样品）, an illustration（图片）, etc.

A specific inquiry（具体询盘） The buyer points to the products he wants, such as the name of the commodity（商品名称）, the specifications（规格）, the quantity（数量）, the unit price FOB or CIF（单价）, the time of shipment（装船期）, the terms of payment（支付方式）, etc.

On Payment Terms L/C (Letter of Credit): 信用证 T/T (Telegraphic Transfer): 电汇 D/A (Documents against Acceptance): 承兑交单 D/P (Document against Payment): 付款交单

On Shipment Terms G.W (Gross Weight): 毛重 N.W (Net Weight): 净重 B/L (Bill of Lading): 提单 ETA (Estimated Time of Arrival): 预计到达时间 PO (Purchasing Order): 订单

Trade Terms – On Price Terms（价格条件） FOB (Free on board): 离岸价/ 船上交货价（货物越过船舷前得所有费用和风险发货方承担） CFR/C&F (Cost & Freight): 成本加运费价（货物到目的港的一切费用，除保险外都由发货方承担） CIF (Cost, insurance and freight): 到岸价（货物到目的港的一切费用，保险由发货方承担）

Asking for information of the product A Letter of Enquiry 一般询价信写四或五段 Source of information Reason for enquiry Asking for information of the product you want: price, list, and catalogue Giving references Further business s r a g f

方法与策略 查询信必须： 明确说明需要什么及其原因 脉络清楚，便于对方一一解答 问题不能太多 — 看看是否还有其他资料来源 对别人将会提供的帮助表示感谢

Expressions Start your letter : 非常感谢您与我们的广泛合作 Thank you very much for your extensive cooperation with us. 谢谢，已收到贵方的商品价格 Thanks. Having heard from you the price of the goods. 很高兴告知贵方我方需要这些商品 Glad to inform you we are in demand of the goods. 谢谢良好关系。我方想向贵方了解更多的信息 Thanks for the good relations . We want to hear mor information from you .

Expressions Tell people that you want to buy their products : 希望我们以购买这批商品开始达成合作。 Hope to reach a successful cooperation. We begin with the purchase of the goods. 我们希望销售成功 We hope to have a successful selling 对您提供最新的目录和样板深表感谢。 You are much appreciated for a supply of the latest catalog and samples. 我方非常感谢贵方最低的上海到岸价 We will appreciate your lowest price CIF Shanghai.

Expressions End your letter: 我们将重复下订单。 We will place repeat orders with you in the future. 对贵方及时的答复深表感谢 Your prompt reply is much appreciated. 希望尽早回复 Hope to have a early reply. 我们期待商品的成功销售。 We wish a successful dealing in the goods.

方法与策略 复查询信必须Reply an inquiry ： 及时回复，建立可靠信誉 使用积极关切的口吻 应表现出乐于提供协助的态度，向对方提供完整详尽的信息 — 内容不应太少 脉络分明，条理清楚，使对方一目了然 4

3.3.2 Reply to Inquiry Writing tips: 1.Treat people who ask questions as customers. 2.Be polite: keep your tone personal and friendly. 3.Be prompt: don’t keep people waiting for your answer. 4.Be specific: answer each question clearly. 5.Be concise: place long documents or less important in attachment writings. 6.Be helpful: refer to enclosed information or catalog.

Expressions Start your letter of response : 谢谢贵方6月15日的询盘 Thank you for your inquiry of June 15 谢谢贵方4月5日的询盘，询问我方一系列的婴儿食品 Thank you for your inquiry of April 5 in which you asked us about our range of baby food .

Expressions Tell people that you are able to supply the products they need : 我们很高兴告知您我方有完全吻合贵方规格的工具。 We are pleased to inform you that we have the tools that fit your specifications exactly 供应贵方各种款式的女装鞋子肯定没有问题。 There would certainly be no trouble in supplying you from our wide selection of women’s shoes

Expressions Offer catalog and other sales literature （提供目录或其他销售宣传印刷品 : 我随函附上我方目录与价格清单，在此您可以找到您需要的信息。 I am enclosing our catalog and price list from which you can find the information you need . 随函附上产品目录说明我们一系列产品 Enclosed is a catalog illustrating our range of products .

Expressions Offer catalog and other sales literature （提供目录或其他销售宣传印刷品 : 正如您从我们的价格清单可以看到，我方价格非常有竞争力。 As you will see from the price list , our prices are very competitive 虽然我们附上现在的价格清单，但我们必须指出价格会随着市场的变化而变化因为现在原材料市场非常不稳定 Although we have enclosed our current price list , we should point out that prices are subject to changes as the market for raw material is very unstable at present

Expressions Be subject to :受支配,以……为准，取决于 Eg. The above offer is made without engagement and all order will be subject to our write acceptance. 以上报盘为虚盘(无约束力), 所有订货将以我方书面接受为准。 The offer isn't subject to prior sale. 本报盘以货物未售出为条件。

3.2 Offer & Counter –Offer P41 报盘与还盘

Offer An offer is the seller’s promise to supply goods on stipulated terms It is often a reply to an inquiry 报盘 /报价，是卖方主动向买方提供商品信息，或者是对询盘的答复，是卖方根据买方的来信，向买方报盘，其内容可包括商品名称、规格、数量、包装条件、价格、付款方式和交货期限等。

3.2 Offer 报盘 A satisfactory letter concerning an offer or quotation can be written in the following way: 1. Open the letter by expressing thanks for the inquiry, if any. 2. Explain the details of business conditions, such as name of commodities, quality, quantity, specifications, unit price, type of currency, packing condition, date of delivery, terms of payment, discount, ect.. 3. End the letter in the way that encourages the inquirers to place an order or give an early reply.

Two Kinds of Offer Practical Business Writing Lectured by Satine Lee Guangzhou Open Univeresity 15 of 23

Firm offer（实盘） 实盘有规定有效日期，而且卖盘一旦被接受，报盘人就不能撤回 Practical Business Writing Lectured by Satine Lee Guangzhou Open Univeresity 16 of 23

Nonfirm Offer/ Soft Offer（虚盘） 即无约束力的报盘。一般情况下，多数报盘均为虚盘，虚盘不规定报盘的有效日期，并且附有保留条件 Practical Business Writing Lectured by Satine Lee Guangzhou Open Univeresity 17 of 23

Sample A Firm Offer for Vacuum Cleaner Dear sirs, Referring to your letter of September 12 enquiring for our vacuum cleaner, we are offering you 32,000 “Bright Moon” Brand vacuum cleaners, at USD 22 per piece CIF Vancouver for shipment in November, 2003. Payment is to be made by an irrevocable, confirmed L/C payable by draft at sight. The offer is firm, subject to your reply to us within 5 days. The illustrated catalogues enclosed will show you exactly sizes and designs of our goods. In view of our long and friendly relations, the price we have quoted you is already the most favorable price and no counter-offer will be entertained. Your immediate confirmation of our offer is anticipated. Yours faithfully, …

Step 1: Stating your appreciation Referring to your letter of (date) enquiring for our (product range) Thank you for your letter of (date) enquiring about our (product range) r t

We make you the following offer, subject to your reply reading here Step 2: Answering the questions enquired (talking about the prices & payment terms) We are offering you ... We make you the following offer, subject to your reply reading here within three days. 我们做出如下报盘，以你方在3日内 到达此地为有效。 w w

Payment is to be made by an irrevocable, confirm L/C payable by Step 2: Answering the questions enquired (talking about the prices & payment terms) Payment is to be made by an irrevocable, confirm L/C payable by draft at sight. w w

Step 3: Welcoming the partner’s reply We have quoted you is already the most favorable price and no counter- offer will be entertained. I hope that this quotation will prove acceptable to you. 谨希望上述报价令您满意。 w w

Sample A Nonfirm Offer for Teacups and Teapots Dear Mr. White, Thank you for your enquiry dated 8 January for teacups and teapots. We are pleased to quote as follows: Teacups: USD 1,200 per hundred Tea saucers: USD 1,000 per hundred Teapots (2-pint): USD 15 per piece (The prices quoted include packing and delivery.) We will allow you a discount of 20% if the order exceeds 100 items (100 inclusive). We require payment by irrevocable sight Letter of Credit, and we can guarantee delivery within 15 days after we receive the L/C. Please contact us if you need any further information. We look forward to receiving your order. Yours sincerely, Kevin Chou

New words and expressions Expressing thanks for the enquiry 1) Thank you for your enquiry dated March 18 and your interest in our products. 谢谢你方3月18日的询价及对我们公司产品感兴趣。 2) Thank you for your letter of September 1 enquiring for 3,000 m/ts Northeast Rice. 感谢你方九月一日询购三千公吨东北大米的来信。

New words and expressions Emphasizing the strength of your company 1) You’ll see that our offer compares favorably with the quotations you can get elsewhere. 你会发现我们的报价比别处要便宜。 2) We are known for our high-quality products, reasonable prices and reliable services. 我们是以优质产品、合理价格及可靠服务而出名的。

New words and expressions Talking about prices 1) Our offer is (kept) valid/good/available/open/firm/effective for 3 days. 我们的报盘三天有效。 2) We make you the following offer, subject to your reply reaching here within 3 days. 我们做出如下报盘，以你方答复在3日内到达此地为有效。

New words and expressions Talking about payment terms 1) Payment is to be made by irrevocable L/C at sight to be opened in our favor. 以不可撤销即期信用证付款，并以我方为受益人。 2) We require payment by irrevocable L/C payable by draft at sight to be opened 30 days before the time of shipment. 我们要求以不可撤销信用证凭即期汇票支付，在装运前30天开出。

New words and expressions Ending the letter 1) We look forward to having the opportunity to do business with you. 我们期盼有机会能与贵公司做生意。 2) Please contact us if we can be of any further help to you. 如需我们提供进一步的帮助，请跟我们联系。

Write an offer 亲爱的先生： 2010年7月2日有关查询大米和大豆新加坡到岸价的电子邮件也收悉。 今日上午电子邮件报价：精白米300公吨，每公吨成本加运费新加坡到岸价为2400澳元。于2010年8或9月装运。以上实价需由贵公司于2010年7月16日前回复确实。 该报价为最优惠价，恕不能还价。 本公司与客户正洽售一批大豆，若贵公司愿意报以适当买价， 本公司乐意出售。近来该类产品需求量大，令价格上涨。请贵公司把握机会，尽早落实订单为盼。 你真诚的，xxx

Dear Sir This is to confirm your E-mail of 2 July 2011, asking us to make your firm offers for rice and soybeans C&F Singapore. We E-mail you this morning offering you 300 metric tons of polished rice at A$2400 per metric ton, C&F Singapore, for shipment during August/September 2011. This offer is firm, subject to the receipt of your reply before 16 July 2011. Please note that we have quoted our most favorable price and are unable to entertain any counter offer. With regard to soybeans, we advise you that the few lots we have at present are under offer. If, however, you were to make us a suitable offer, there is possibility of our supplying them. As you know, of late it has been a heavy demand for these commodities and this has resulted in increased prices. You may, however, take advantage of the strengthening market if you send an immediate reply. Sincerely yours Student’s name

3.2.2 Counter-Offers （P44)

Definition of a counter-offer: A counter-offer is virtually a partial rejection of the original offer. It also means a counter proposal put forward by the buyer.

对报盘信的答复有两种：一种是有利答复（接受），二是不利答复，虽然表示接受，但有添加、限制或其他更改的答复，即构成还盘。 还盘也叫还价。接盘人在收到一项报盘后，往往对其中的某些内容不能完全同意，于是会提出不同的要求。这种口头或书面的要求一经提出，原来的报盘即可失效，交易要在还盘的基础上重新开始。 Attention Points

还盘的内容不只是价格，对支付条件、装运期等主要条件提出不同的建议，也都属于还盘性质。一笔交易的达成，又是要经过多次还盘和反还盘的过程。 Attention Points

Structure of a counter-offers Letters including a counter-offer can be written in the following structure: Open the letter by thanking the recipient for his offer. Decline the original offer by providing the recipient with detailed and reasonable reasons. Put forward the desired business conditions and try to persuade the recipient to accept them. Close the letter by expressing expectations for a favorable reply.

Useful Expressions and Structures (1) Starting the letter 1) Thank you for your offer, but there is still a big gap between us in price. 谢谢贵方的报盘，但在价格方面我们还有很大的差距。 2) Though we appreciate the good quality of your products, we regret to inform you that your price is rather on the high side. 尽管我们很满意贵方产品的质量，但我们很遗憾地说，贵方的价格偏高。 3) Your price is out of line with the prevailing market and we have to counter-offer as follows, subject to your reply received by us on or before April 8. 你方价格与现行市场价格不符，我们不得不作如下还盘，以我方在4月8日或以前收到你方的答复为有效。

Useful Expressions and Structures (2) Talking about your terms of an acceptable offer 1) We can't accept your offer unless the price is reduced by 5%. 除非你们减价5%，否则我们无法接受报盘。 2) As the market of Walnuts is declining, there is no possibility of business unless you can reduce your price by 4%. 由于核桃行市下跌，除非贵方能够降价4%，否则无法成交。 3) We might do business with you if you could make us some allowance, say 20%, on your prices. 如果贵方能给予我方一些折让，比方说贵方价格的20%，我们可与贵方进行交易。

Useful Expressions and Structures (3) Expressing your hope to do business later 1) We still hope to be partner with you in business. 我们仍然希望能成为贵方的生意伙伴。 2) Although your offer is not acceptable, more opportunities still come to our cooperation. 尽管我们无法接受贵方的报价，我们还有很多合作的机会。 3) This is just a beginning. We have a very good impression of you. 这仅仅是开头而已。我们对贵方印象很好。

Excercises page46) 我们愿意以此价格为你报实盘。 We're willing to make you a firm offer at this price. 2) 我们可以按国际市场价格给您报价。 We can offer you a quotation based upon the international market 3) 好吧，我给你一个特别优惠价。 Let me make you a special offer. 4) 我们将优先向你们报盘。 We'll give you the preference of our offer. 5)此报盘着眼于扩大销路而且很有竞争性。 This offer is based on an expanding market and is competitive.

敬启者：     我方能以最低价位供应最佳品质之钻石，其品质与去年我方所供应之钻石相同。贵方定将对此感兴趣。供货数量为一百颗，共重两千克拉。我们愿意按每克拉100美金供货。    随着今春普通零售价显著上涨，下批寄售品之费用将会上升。本次报价期限仅为一周，因此我方建议贵方尽快把握此良机。 谨上

June 16,2010 Dear Sirs, You will be interested to hear that we can offer a further supply of the best quality diamond of the same quality that supplied to you last year at the lowest price. The total amount is 2,000 carats and 100 pieces. We are pleased to supply it to you at US$100.00 per carat. With the increase of the general retail costs which became conspicuous this spring, the next consignment will be much dearer, so we recommend you to take prompt advantage of this offer which is firm for a week only. Yours faithfully, xxx

3.5 Order

Definition of an order: 3.5 Order订单（P63） Definition of an order: An order is a request for the supply of a specific quantity of goods. It may result from the buyers’ acceptance or confirmation of a firm offer made by the sellers or result from the sellers’ acceptance or confirmation of a counter-offer made by the buyers.

An order should at least contain the following points: 1. description of the goods, such as specification, size, quantity , quality and article number (if any); 2. prices(unit prices as well as total prices); 3. terms of payment; 4. mode of packing; 5. time of transportation, port of destination and time of shipment etc. .

The following structure can be for your reference in placing an order: 3.5 Order订单（P63） The following structure can be for your reference in placing an order:  1. Use direct language in the first paragraph to tell the seller of the buyer’s intention to place an order. 2. Describe what is being ordered in great detail. Indicate the catalog numbers, sizes, colors, prices, specifications and all other relevant information that will enable the seller to fill the order without any further questions. 3. Close the letter by expressing willingness to cooperate or suggesting future business dealings.

3.5 Order订单（P66） When confirming an order received, the following structure may be for your reference: 1. Express appreciation for the order received. 2. Assure the buyers that the goods they have ordered will be delivered in compliance with their request. It is also advisable for the sellers to take the opportunity to resell their products or to introduce their other products to the buyers. 3. Close the letter by expressing willingness to cooperate or suggesting future business dealings.

New Words & Expressions 3.5 Order订单（P63） 1. Start the order letter (1)Thank you for your quotation of May 1. Enclosed is our first order No. 456 for the following iterms ： 感谢你方5月1日的报价。随函附上我方第一份订单，订单号为456，订购下列产品。 (2)Thank you for your letter of …and enclose our order No. …for 感谢你方……的来信，随函附上我方第……号订单，订购…… (3)We have pleasure in sending you an order for Black Tea. 我们愉快地给你方寄去订购红茶的订单。 (4)We have now decided to place an order with you for all the parts as itmized in your quotation 我们现决定订购你方报价单中的所有商品。 (5)After considerable discussion , we have elected your plan 认真讨论后，我们选择了你方计划。

New Words & Expressions 3.5 Order订单（P63） 2. Specify the products you want to order (1)We would like to place a trial order for the SP101 digital answering machines you described in your letter of May5, 2003 . 我们拟试订你方2003年5月来信描述的SP101 电子电话答录机。 (2)Enclosed is our order , No. XXXX, for 300 copies of Longman Pocket English Dictionary . 随函附上我们第XXXX号订单，订购300本《朗文袖珍英语词典 (3)Please send the following items listed on Page 8 of your Spring Catalog. 请发送你方春季目录第8页所列举商品。

New Words & Expressions 3.5 Order订单（P63） 2. Specify the products you want to order (4)We would like to order the following items consisting of various colors, patterns and assortments: Large 2000 dozen ； Medium 4000 dozen ； Small 2000 dozen 我们拟选各种颜色、式样、品种的货品如下： 大号 2000打 中号 4000打 小号 2000打 (5)We are in receipt of your letter of October 4 and are pleased to place an order with you for the following. 我们已收到你方10月4日信函，并非常高兴地向你方订购以下货物。

New Words & Expressions 3.5 Order订单（P63） 2. Specify the products you want to order (6)Confirming our exchange of faxes, we are pleased to enclose the following order. 现确认双方来往传真，并高兴地随附订单如下。 (7)As we find both quality and prices satisfactory, we place an order with you for the following. 由于我们对质量和价格都满意，现就以下货物向你方订货。 (8)We find your samples satisfactory and are pleased to give you an order for the following items with the understanding that they will be supplied from stock at the prices named. 我们对样品很满意，并愉快地按照所指定的价格以现货供应的条件向你方订购以下商品。

New Words & Expressions 3.5 Order订单（P63） 3. pecify terms of payment (1)We understand that you require documentary credit to be opened with XXX Bank. 我方理解贵方要求在XXX银行开具跟单信用证。 (2)We understand that your terms are payment at XX days , documents against acceptance . 我方理解贵方要求XX天内付款，承兑交单。 (3)We would like to confirm that payment is by letter of credit . 我们想确认支付方式是以信用证支付。 (4)We have decided to accept the 5% discount you offered and your terms of payment . 我方决定接受贵方提供的5％折扣与支付方式。

New Words & Expressions 3.5 Order订单（P63） New Words & Expressions 4. pecify terms of delivery (1)We would appreciate delivery within the next XX weeks . 如能在XX内发货将万分感激。 (2)Please send the goods by air freight because we need them urgently . 请空运货物，因为我们紧急需求。 (3)It is essential that the goods are shipped by the end of this month . 重要的是货物须在本月底前装运出货。 (4)Please confirm that you can ship the machine before November 15. 请确认贵方能在11月15日前装运机器发货。

New Words & Expressions 3.5 Order订单（P63） 5.End an order letter (1)Please notify us immediately by fax or phone if there is any problem filling this order by that date . 如果在该日前按订单供货有问题，请通过传真或电话通知我们。 (2)Please inform me immediately if any items in this order are not available . 如不能供应订单上的任何商品，请立刻通知我。 (3)We look forward to your acknowledgement 我们等候贵方的确认书。 (4)Hope this order will lead to further business / will be the first step… .hope it will lead to the next 希望此订购带来进一步交易。

New Words & Expressions 3.5 Order订单（P63） New Words & Expressions 5.End an order letter (5)We hope this trial order will lead to further business with you. 希望此订购将带来进一步交易。 (6)It is our hope that this order will be the first step to a long and pleasant relationship between us. 希望此订单将是我们长期愉快交易关系的第一步。 (7)It the quality of your products is satisfactory, we hope it will lead to the next. 如果你们产品的质量使我们满意，希望带来我们进一步的交易。 (8)If the quality of your initial shipment is found satisfactory, we hope it will lead to the next. 如果贵方第一批运来的货令人满意，希望带来我们进一步的交易。

3.5.3 Letters to Cancel or Amend and Order(P68) Writing tips Say clearly what you want to cancel or change . Give a brief explanation if necessary Be sure to include the order number and full name of the product End you letter in a positive tone

Exercises（P68) 1. 小心搬运 handle with care 2. 白色衬衫衣料100匹，样品号150，每匹230元 100 pcs. White shirting S /# 150@230 per pc. 3. 如样品展示的一样 exactly as shown in the sample 4. 检验证明书 certificate of quality inspection

3.6 Letter of Credit

3.6.1 Letter of applying for credit(P70) Writing tips 1.make your request or suggestion as specific as possible 2.Give reasons supporting your request. 3.Supply information that proves your financial stability and reliability 4.Offer references, if necessary

Sample explanation(P71) 作为一家效益良好的照相器材代理商，我们希望向贵公司申请4万美元的信用额度。从你们的发票号 #76578，#46589和#74351里，你们也知道，在过去的几年里，我们以现金和你方所作贸易超过9万美元，而且我们也是及时地付款。 我们深信，这些现金贸易订单足以证明你我方关系的可靠性。当然，如果你方需要了解更多我们的信用情况，请与下列公司联系，他们将会做我方的鉴定人： 如果能早日得到你方答复，不胜感激。如有任何疑问，请致电。

3.6.2Letter to approve a credit application(P72) Writing tips 1.inform the customer that his credit application has been approved. 2.summarize the specific terms of the credit agreement. 3.establish goodwill by welcoming the customer as a valued business client. 4.encourage future sales.

Sample explanation(P73) 很高兴能够告知你方，你们要求的2万美元信用额度得到批准。所附信用协议有你方信用账户的使用详细说明，请在上面签字后寄还给我方。一旦我方收到协议，你方可根据信用账户下单。 谨代表我方董事长，欢迎你成为我方的信用买家，如有疑问，请致电以下电话。

3.6.3 Letter to decline a credit application(P73) Writing tips 1.Thank the customer for doing business with you. 2.explain why you are not able to offer him the credit he requested. 3.include a positive note in your letter by offering , for instance, alternative benefits or suggestions that may help the customer obtain credit opportunities in the future. 4.encourage the customer to continue doing business with you.

Sample explanation ( P74) 感谢你方3月1日的来信以及可观的现金订单。 很感谢你方和我们达成商业交易，但由于你方提供的信用信息达不到我们公司的信用政策要求，很抱歉我们不能给你们2万美元的信用额度。 三个月后我们将重新考虑你方的申请，希望到时候能给你有利的答复。同时，希望你方继续和我方的现金贸易订单，并且享受3%的现金订单折扣。

Letter to investigate the credit status of a credit applicant Writing tips 1.give the reader the name of the credit applicant about whom you seek information. 2.make it clear that the reader has been authorized to release certain information. 3.specify what kind of information you need. 4.ask for a prompt response, emphasizing the importance of the information if necessary. 5.thank the reader in advance for his cooperation.

Sample explanation A公司与我们达成了一个信用订单，他们指定贵公司为他们的信用鉴定人，下面是A公司提供给我们的关于他们公司信用情况的相关信息。 恳请惠予你们和A公司的信用来往经历，包括与他们的信用贸易的总额以及他们履行信用的情况。 感谢你们的合作，希望能早日得到你们的答复。

Exercise(P77) Will you please be kind enough to obtain for us all information possible respecting the standing of Thomson Co. of New York? We are desirous to know if their standing in the community warrants extending credit upon a large scare to them. As we are on the point of transacting some important business with them, we should like to know exactly how their financial status. Could you consider a credit of $5000 a reasonable risk? We should be very grateful to you for an answer, and enclosed a postal reply coupon

3.4 Claims & Compensation 索赔与赔偿

3.4.1 Complaint about Damage in Delivery Writing tips: 1.Be specific about the damage: state exactly what is wrong, provide the necessary details. 2.Be reasonable: use faces and evidence instead of harsh words. 3.Be positive: suggest adjustments, solutions, or improvements. 4.Be as flexible as possible in talking about adjustments . 5.Try to end your letter on a positive note.

Useful expressions Start your letter I am referring to the fax machine we received this morning. I would like to draw you attention to the shipment of books we received this morning. I am writing to you to complain about the calculators we received yesterday under the above order number.

Present details about the damage It seems that the machine was not packed properly before dispatch. Here is a list of damaged items. Attached are three photographs showing the extent of the damage.

Request adjustment I think the best solution would be for you to contact the forwarding agent. I would like to know how to return the damaged goods.

End your letter on a positive note Please look into the matter promptly and let us know what you intend to do with the damaged goods. Apart from this problem, we were very pleased with the model and hope to recorder in the near future.

3.4.2 Complaint about Delay in Delivery Writing tips: 1.Be specific about the problem: provide the necessary details. 2.Be insistent (but also polite) on prompt delivery, emphasizing the urgency of the situation. 3.Put pressure on the supplier for immediate delivery, reminding them of their responsibilities. 4.Ask for immediate response.

We anticipated delivery within 30 days. Useful expressions: Start your letter We anticipated delivery within 30 days. It is now three weeks since we placed our order for 1000 DK-3 desktop calendars. I am writing to you with reference to our order for 500 SB-101 keyboards.

We need the goods urgently for … Stress the urgency of your needs We need the goods urgently for … The delay in delivery is now causing inconvenience. These delays have caused us to miss deadlines with our customers.

Press for immediate delivery We must ask you to complete the order immediately, otherwise we shall be obliged to cancel it and obtain the goods elsewhere. Unless we receive the components within the next seven days, the order will be cancelled and placed elsewhere. A prompt reply would be appreciated.

New Words & Expressions Making a Claim (索赔) New Words & Expressions 1. client n. 顾客，客户 We are having lots of complaint letters from our clients recently. 我们最近收到了我方客户的大量投诉。 2. fragility n. 脆弱，易碎 adj. fragile There is a mark “ fragile, handle with care” on the box. 包装箱上有“易碎品，轻拿、轻放”的标志。 Glass is a matter of great fragility. 玻璃是一种易碎品。 

New Words & Expressions Making a Claim (索赔) New Words & Expressions 3. due to 由于，因为 The breakage was mainly duo to rough handling. 破损主要是由于野蛮装卸引起的。 The delay of the delivery was due to the bad weather, which was unexpected. 送货延误是由于天气恶劣引起，这是我们没有预料到的。

New Words & Expressions Making a Claim (索赔) New Words & Expressions 4. recovery n. 收回，收复 v.t. recover The recovery of our investment is expected to be attained at the end of this year. 年底我们就可有望收回投资。 Two years is not enough to recover the total cost. 两年不足以收回所有成本。

New Words & Expressions Making a Claim (索赔) New Words & Expressions 5. investigation n. 调查 v.t. investigate The findings of the thorough investigation made by the insurer found that the damage of the goods was in connection with careless handling. 经过保险人员的彻底调查，发现货物的损坏与装卸不当有关。 

New Words & Expressions Making a Claim (索赔) New Words & Expressions 6. sum n.一笔钱（款项） We can not accept the sum you proposed in your claim. 我们不能接受你方的索赔数额。 As this transaction involves a very large sum, buyers have to think twice before deciding. 由于这笔交易数额巨大，买主在决定前必须再三考虑。

New Words & Expressions Making a Claim (索赔) New Words & Expressions 7. claim n. 索赔，赔偿要求 表示索赔的原因，一般接介词for, 如claim for damage ; 表示索赔的金额，一般接介词for, claim for US $ 10,000; 表示对某批货物索赔，一般接介词on,如claim on the goods; 表示向某人索赔，一般接介词against,如claim against the underwriters.

New Words & Expressions Making a Claim (索赔) New Words & Expressions 现将常用的词组列举如下： claim against a person 向某人索赔 claim for sth. 因某事索赔 claim letter 索赔信 claim on account of damage 因损坏而索赔 claim on the goods 对该货提出索赔 为某事向某人提出索赔的常用句型是：lodge a claim against(间用with或on 或upon)sb. for sth. 说“提出”索赔，除lodge外，较常用的动词还有raise, file和put in ; 此外，还可用make, issue, lay, register, render, enter, bring up, set up等。 We shall lodge a claim against the Insurance Company for the goods damaged during transit. 对于货物在运输途中损坏，我们将向保险公司提出索赔。 We file a claim against you for the short delivery of 145 lbs. 我们向你方提出短交145磅的索赔。

New Words & Expressions Making a Claim (索赔) New Words & Expressions 下面是claim和其他动词搭配的部分常见短语 accept a claim 同意索赔 admit a claim 同意索赔 entertain a claim 受理索赔 dismiss a claim 驳回索赔 reject a claim 拒绝索赔 relinquish a claim 撤回索赔 settle a claim 解决索赔 waive a claim 放弃索赔 withdraw a claim 撤回索赔

Terms Used in Making Complaints 索赔常用词汇 an equitable settlement 公平解决 an impartial judgment 公正判断 bags torn 袋子撕破 bundles burst 捆带松散 a justified claim 有充分理由的索赔 conciliation 和解调停 to compensate partly 部分赔偿 to help one get out of the mess 帮助排除纠纷 to offset the difference 抵消差额 to raise an objection 提出抗议

Terms Used in Making Complaints 索赔常用词汇 to resort to arbitration 诉诸仲裁 to resort to litigation 打官司 to settle the case amicably 友好解决 to stretch a point 通融让步 to tackle the problem properly 适宜地处理问题 to view the matter in a proper light 正确地对待问题 to withhold business 找出妥协办法

Exercises (P62) We've given your claim our careful consideration. 我们已经就你们提出的索赔做了仔细研究。 (2)  We filed a claim with (against) you for the short weight. 关于短重问题，我们已经向你方提出索赔。 (3)  The Chinese representative and Mr. Bake discussed the claim. 中方代表与贝克先生商谈了索赔问题。

Exercises (P62) (4) We have received your remittance (汇款) in settlement of our claim. 我们已经收到你方解决我们索赔问题的汇款。 (5) Claims for incorrect material must be made within 60 days after arrival of the goods. 有关不合格材料的索赔问题必须在货到后60天内予以解决。 (6)  I want to settle our claim on you for the 200 tons of bleached cotton waste, as per Sales Confirmation No. 1124E. 我们想处理一下关于销售确认书第1124E号200吨漂白废棉的索赔问题。

3.7 Sales Letters 销售信

Purpose: to sell the products Should: 1. attract customer’s attention 2. stimulate(刺激) customer’s interest 3. stress the benefits of the offer 4. convince(说服) the reader to act immediately

parts 1. Introduce yourself / your company / your product 2. Special offer (assistance / cost-saving benefits / catalog, brochure, invitation to showroom) 3. Encourage an early response

Things enclosed: 1. a return card 2. a sample of the product 3. a discount coupon （优惠券） 4. anything that will tempt the reader to buy the products a follow-up letter

customers: potential ones (customers to be) old ones

1. acquaint you with a new line of products 向贵公司介绍一系列新产品 2. electronic alarm equipment 电子警报设备 3. extending 提供 4. be custom installed 可定制安装 5. competitive price 合理的价格 6. at no obligation 无须承担任何义务

1. sales figures 销售额 2. place a considerable number of orders大量订购 3. sell off廉价清货 4. in preparation for the introduction of next year’s models 准备引进下一年的新模型 5. below list prices 低于报价 6. be executed only on strict rotation 只限于有效期内 7. straight away 立刻

1. undermentioned 下述的 2. Do. ditto 同上的 3. at full capacity 全力生产 4. to meet heavy demands abroad 以满足海外大量的需求

1. Introduce yourself. (1)  We are specialists in producing low-salt sauces. (2)   We produce a wide range of telecommunication (电信)devices that are used by business  organizations throughout the world. (3)  Vortex Inc. is a $80,000,000-per-year company that supplies office equipment to both major corporations and small businesses. (4) For 30 years, Vortex has been a leading manufacturer of office equipment in East Asia.

2. Introduce and praise your product. (1)  We at Voice Tech would like to offer you a new product that would help you improve your work efficiency. (2)  Let me highlight this exciting system for you. (3) Mercury 808 digital telephone is a high performance instrument for an easily affordable price. (4)Our products are being retailed in leading department stores throughout Europe. (5)Our products appeal to a wide age-group.

3. Offer assistance. (1)We will send you a free sample to use as a test. (2)MBS Systems would be happy to have one of our sales agents speak to you at no obligation. (3)Mr. Allen Wang, our sales representative, will call you to see if you would like a free estimate (评估). (4)Our representatives are professionally trained to offer you the best technical assistance.

Exercises（P82) 本公司对于菠萝罐头将做最好的供货，交货日期是在2003年的5 - 6月份。 We are making you the best offer we can of our canned pineapple for delivery during the period from May to June 2003. 2) 贵公司5月5日询盘收悉，特此提供如下事项：…… We are in receipt of your enquiry of 5th May, and offer you the following:

3) 谨报价50吨中级煤炭，每吨￥100元，下星期交货。 We offer you 50tons of fair average quality of coal, at the price of ￥100 per ton, delivery next week. 4) 贵公司必会对敝公司一项获得专利权之新产品感兴趣。 We think you will be very interested in a novelty for which we have secured the sole patent rights. 5)本公司乐于报下列货物之价格，但必须于10月14日之前回复。 We take pleasure in offering you the following goods, subject to your reply by 14th October.