新编进出口英语函电答案 Unit 2-11(Key)

Unit 2 I. 1. 6. A/B A/B/C/D 2. 7. C B/D 3. 8. D B/C/D 4. 9. A/D B/C 5. 10. D A/B/C/D                       II. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. A. quote us, C. inquired for, D. of October 23rd B. in ordering, D. from you C. to answer B. as such / C. your quotations, D. usual trade terms C. in the enclosed list B. from, C. inform you of B. German principals, D. in the market for B. dealing in, D. details of your export products       III. IV. V. VI. intention, interested in, view, suitable, grateful, have, together with, appreciate, as, suppliers 1. We have been informed by Jameson Garments (Vancouver) Ltd. that you are one of the leading exporters of textiles in Hangzhou and that you wish to extend business to our market. 2. We would like to have your lowest quotations for the captioned goods on the terms and conditions listed below: 3. Please send me some further information on the features and costs of the Vernard line of Ultrasonic equipment, which you recently advertised in Electronics magazine. 4. We are interested in importing Chinese furniture and would be pleased to receive a copy of your latest catalogue, price list and export terms. 5. We would be grateful if you would send us a comprehensive price list, together with some samples, of the goods which you can supply. 1. Chinese low-voltage microwave ovens are in great demand in our country. We would therefore much appreciate it if you could let us have your competitive prices for the models available at present. 2. We write to introduce ourselves as a leading importer of surgical instruments and are interested in receiving a copy of your latest catalogue for our reference. 3. Specializing in the line of confectionery, we have extensive connections with food stores throughout this country. 4. We would be much obliged if you could send us a complete set of leaflets so as to give us a general idea of the export items you handle. 5. From Messrs. Brown & Clark of this city, we have learned that you are regular suppliers of Chinese kitchenware, for which there is a growing demand here. 6. We have read with interest your advertisement in the latest issue of Television World, and would like to have full particulars of your products, including specifications, prices and packing. 1. We are famous importers of computers / importers of computers of famous brands, with branches in three neighbouring cities. 2. Please send us a catalog for all your products with detailed specifications for our buyers’ reference. 3. We specialize in the import of motorcycles with a history of ten years, and would like you to send us your catalog, prices and other necessary information. 4. If your goods are good in quality and moderate in price, very likely we can induce our buyers to place an order. 5. We are interested in (buying) the tiles you advertised in Building Materials. Therefore, it would be a great help to us if you could send us further information as soon as possible.     VII. Huafang Trading Co. Ltd. 456 Huqiu Road Suzhou, China September 10, 199- The Sales Manager The Midland Carpet Co. Ltd. 173 Waterloo Street London E.C.4 Britain Dear Sir We have noticed with interest your advertisement in the August issue of The Magic Carpet and feel that the patterns of your carpets may appeal to Chinese customers, especially the well-to-do newly weds. Therefore, we would like to have detailed information about the various types of carpets available at the moment, such as specifications and prices, if possible together with sample cuttings. As we intend to lay in a stock for the New Year sales, it would be a great help to us if we could receive your reply by the end of this month. Yours faithfully Huafang Trading Co. Ltd. Import Manager     Unit 3 I. 1. 6. A/B/D B/C 2. 7. / B 3. 8. A/B/C/D A/D 4. 9. C A/B 5. 10. A/B/D B/C                       II. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. A. have received, B. are pleased to, C. tell A. We are enclosing, B. / D. detailed specifications B. these, C. if, D. before No error C. mutually A. with interest, D. current issue C. have A. understood to be, C. of 5%, D. an individual item C. if you can, D. your best prices B. a complete set, C. are confident       III. IV. V. VI. VII. intend, have stocked only, have decided, select, should be obliged, would send, have examined, shall contact, 1. We think that when you see our samples, you will agree that the quality of the material used and the high standard of craftsmanship will appeal to the most selective buyers. 2. Though we are at present unable to meet your requirement for the captioned articles, we shall be only too pleased to revert to the matter once our supplies are replenished. 3. We should like to draw your attention to our other products such as stainless steel kitchenware, details of which you will find in the catalog, and look forward to your first order. 4. At your request, we are now quoting you for 1,000 dozen steel tapes at USD5.--per dz. CFR Lagos. 5. We are well aware that our competitors are quoting at considerably lower prices, but our products are obviously superior in quality and therefore represent better value. 1. In reply to your inquiry of January 12, we are pleased to inform you that a catalog and a price list have been airmailed separately for your reference. 2. If, however, you need any other information, please do not hesitate to let us know. We shall be only too glad to answer further questions from you. 3. As you will notice, our prices are quite competitive, and since we carry large stocks of all models, we can promise delivery within a month of receipt of your L/C. 4. If you can let us have an idea of the quantity you are going to order, we may consider giving you a more favorable discount. 5. Though we no longer supply Type SB-95, we have in stock Type SB-99, which is both better in performance and more reasonable in price. 1. We are eagerly expecting to have detailed discussions with you soon on the trade terms you suggested. 2. We hope to have more information from you by the end of this month for our buyers’ reference. 3. As you know, there is a steady demand in your market for such durable and moderately priced goods as ours. 4. We do not want to influence you, but we hope you will be able to send us your order within this month as we may soon run short of supply. 5. You will no doubt find our price very favorable if you compare it with the quotations of other manufacturers. Dear Mr. Black, Thank you for your enquiry of August 16 concerning our equipment, which you saw at the International Farm Machinery Fair in Bonn. In answer to the specific questions in your letter, first let me say we are willing to consider substantial discount on orders over RMBY1,000,000. With regard to the terms of payment, we would suggest sight L/C for the initial stage. We can fulfill orders within three months, unless there are special specifications, which may take a little longer. We are enclosing our current catalog and pricelist quoting c.i.f. Bangkok prices, and we think you will find the earth-moving equipment on pp. 101-115 of particular interest for the work you have in mind. If you require any further information, please contact us and we will be pleased to supply it. Yours sincerely,     Unit 4 I. 1. 6. A/B/C/D C 2. 7. A A/D 3. 8. A/B/C/D B/C 4. 9. C/D B/D 5. 10. B A/C/D                       II. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. B. for those in wooden cases, C. that will A. instruct, B. to receiving C. the amendment C. signed with them C. the insurance A. note, B. being, C. within, D. a B. our socks, C. the packing is A. / B. shows C. probable, D. find B. arrange No error B. and we, C. a trial order       III. IV. V. VI. VII. VIII. competitive, quoted, case, that, ship, between, a total of, qualify for, Since, be obliged 1. We are pleased to give you an order for the following items on the understanding that they will be supplied from current stock at the prices named. 2. Thank you very much for your Order No. GD34, and we are pleased to enclose our Sales Confirmation No. 9975 in duplicate, one copy of which please sign and return to us for our file. 3. Your order is receiving our immediate attention and can be delivered well within your time limit. 4. While thanking you for your order, we have to explain that our price has increased by 5% owing to a corresponding rise in the prices of raw materials. 5. However, in order to finalize the first transaction between us, we are ready to allow you a 5% discount if you can increase the quantity to 1,000. 1. This is to confirm our telephone discussion this morning. Enclosed is our Order No. CT504 for 1,500 pounds of Longjing Green Tea at 36 pence per lb CIF London for shipment during June/July. 2. As the demand for our laser printers is on the increase, we hope you will act immediately if you are considering placing an order with us. 3. Please note that the goods must be in strict conformity with the samples in quality. If this first order is satisfactorily executed, regular orders will follow. 4. Thank you f or your prompt reply to our inquiry of April 22. We are now pleased to order from you 2000 dozen pure silk T-shirts. (For details, please refer to our enclosed order No. 358.) 5. Although our price is a little higher than quotations of other suppliers, the superior quality of our products more than compensates for the difference in price, and it is to your own advantage to order goods of really good quality. 1. If you could increase the quantity of your order to 500 cases, please let us know immediately and we would be only too glad to give you a 5% discount. 2. All your required items can be supplied from stock, and we can assure you of our best attention to your order. 3. If this trial shipment can reach us by mid-October and the quality turns out to be satisfactory, we shall send you further orders. 4. In accordance with the terms agreed upon in our recent exchange of faxes, we are now sending you our S/C No. 1234 in duplicate. 5. If no instructions to the contrary are received before the end of this month, we shall ship your order in December. Dear Ms Collins, Thank you very much for your Order No. CS27 for our rotary printing presses Models PM600 and PM800 for November shipment. We wish to inform you that we can comply with all your requirements except for PM600, which is unfortunately out of stock at the present moment. We, therefore, would like to place before you two alternatives for your consideration. 1. As an excellent substitute for PM600, we recommend PM630, which is our latest model (for details, see attached leaflet) and can be shipped together with PM800 in November. 2. In case you still prefer PM600, we can ship your order in two lots, i.e. PM800 in November and PM600 in January next year, which is the earliest time we can manage. We look forward to your early decision. Yours sincerely Sales Confirmation No. CPW9935 Qingdao, August 23, 1999 Sellers: Qingdao Textiles Imp. & Exp. Corp. Buyers: Far East Trading Co. Ltd. This Contract is made by and between the Buyers and the Sellers, whereby the Buyers agree to buy and the Sellers agree to sell the under-mentioned commodity on the terms and conditions stipulated below: Commodity: Cardigans, Art. No. 406L Specifications: 100% wool, pink 30%, blue 30 %, brown 40 % Quantity: 900 cardigans Unit Price: at DM 25.-- each, CIFC2% EMP Total Value: DM 22,500 (Say Deutche Marks Twenty-two Thousand Five Hundred Only) Packing: Each in a polybag, 5 dozen to a carton, in the color assortment stipulated above Insurance: To be effected by the Sellers for 110% of the invoice value against All Risks & War Risk as per China Insurance Clauses of January 1, 1981 Time of Shipment: During September/October, 1999, with transhipment prohibited Port of Shipment: Qingdao, China Port of Destination: EMP, to be specified in the L/C Shipping Marks: At the Sellers’ option Terms of Payment: By irrevocable L/C at sight in favor of the Sellers to be opened by the Buyers through a first-class bank for 100% of the invoice value to reach the Sellers 40 days before shipment     Unit 5 I. 1. 6. B/C/D D 2. 7. B/D A/C/D 3. 8. C B/C 4. 9. A/B/C / 5. 10. A/B/C D                       II. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. A. As regards, C. to accept A. required, B. contain B. are, D. we approve A. stipulates, B. to be effected, C. for, D. as follows / to read B. goods, C. on CFR basis, D. shall be insured A. increase the sales of , B. giving you, C. regrettably, D. have been received C. as per China Insurance Clauses A. particular/extra, B. required, C. premium for the extra risks D. would be charged to A. make, B. promptly / as soon as possible, C. ask/ need/ hope D. on or before May 31 / on May 31 at the latest B. as you require, C. if you agree, D. difference in premium       III. IV. V. VI. VII. cover, individual, available, suitable for, which, in which, be grateful, so that, assure, require 1. We would like you to arrange an all risk open cover policy for our chinaware shipments which we intend to export over the next three months. 2. If you can offer us competitive rates, we will consider further policies with you on other shipments. 3. As we now desire to have the shipment insured at your end, we shall be pleased if you will arrange to insure the goods on our behalf against All Risks for 110% of the invoice value. 4. As requested, we have covered your order with PICC, and the insurance policy will be sent to you through the bank together with the other shipping documents. 5. We had the case opened and the contents examined by a local insurance surveyor in the presence of the shipping company’s agent. 1. In the absence of your definite instructions about insurance, we have covered your ordered goods against W.P.A. for 110% of the invoice value as usual. 2. We have noted your request for insurance against War Risk. But, as you know, our CIF quotation includes W.P.A. only. Therefore, if you require this additional coverage, the extra premium will be borne by you. 3. If the buyer finds after inspection that the goods are damaged, he has the right to file a claim with the underwriter against a surveyor’s report within 30 days of the arrival of the goods at the port of destination. 4. We regret to inform you that of the invoiced 12 laser printers in Case No. 8, five were found upon arrival to be badly damaged. (OR: We wish to inform you that Case No. 8 was invoiced as containing 12 laser printers, five of which were regrettably found upon arrival to be badly damaged.) 5. The People’s Insurance Company of China is a large state-owned enterprise, which enjoys the reputation of settling claims promptly and equitably and has agencies in the main ports and areas throughout the world. 1. With no definite instructions from you even at the end of last month, we could not but effect insurance against W.P.A. as usual so as to avoid delay in shipment. 2. If you prefer insurance under Institute Cargo Clauses, we shall be pleased to comply, but the difference in premium, if any, shall be for your account. 3. We had the goods examined by a surveyor upon their arrival and found that fourteen cases were broken. Now we enclose a list of the damaged goods. 4. The surveyor’s report shows that these goods are unsalable. Therefore, we have to ask for immediate replacements. 5. Thank you for your fax of October 22, quoting us your present rate for All Risks. Now we wish to insure with you the following consignment: Dear Sir/Madam We have received your quotation of November 5, which we find quite competitive. We would be glad if you would cover us against All Risks, warehouse to warehouse, to the value of Can$274,895.--, on 15 (fifteen) cases of ceramic handicrafts, from Qingdao to Vancouver by M. V. Seagull. The certificate must reach us by the 17th at the latest, since it has to be presented with the other documents to the bank with which a letter of credit has been opened. We look forward to your prompt reply. Yours sincerely     Unit 6 I. 1. 6. B/D B/D 2. 7. A/B A/B/C 3. 8. D C/D 4. 9. C B/C/D 5. 10. B/C A/B/C/D                       II. III. IV. V. VI. VII. 1. We are glad to have obtained your name and address from our Commercial counsellor’s Office and learned that you can supply a special kind of detector, Model DA-880k, which can test the degree of air pollution. 2. Should you not have what we want but a similar article of better quality, please supply it instead, provided the price is not more than 10% higher. 3. As requested, we shall draw on you at 60 days’ sight for the amount of our invoice, a copy of which is enclosed and the original sent to the bank. 4. Since our L/C reached you as early as the beginning of last month, we hope you will make delivery at the stipulated time, for any delay will cause us great inconvenience and considerable financial loss. 5. There was a slight delay owing to the breakdown of a machine, which held up packing for two days, but as we knew it would not affect the delivery limit, we did not inform you. to ensure, reach, follows, is wrapped, being packed, separated, to hold, are secured, has answered, receiving 1. If cartons are used, please supply each chemical in strong polythene bags to ensure protection from damp. 2. A light case reinforced by battens would meet your requirements and be much cheaper than a solid wooden case, as the former would be non-returnable. 3. When the various items of your order are complete in our warehouse, we will pack them into bundles of suitable size for shipment. 4. Please make our order up into bales of about 200 kg. each, covered with waterproof fabric and strapped vertically and horizontally with metal bands. 5. All polished parts of the machine are to be wrapped and generously padded to avoid scratching and knocking against the container. 1. Export crates for goods of the type you name are completely enclosed by plywood, and firmly battened. 2. Export orders are put up in strong cases, cleated and wire-strapped. Solid packing and stuffing inside the cases gives protection from vibration and jarring. 3. All powders are wrapped in polythene bags and then packed in tins, the lids of which are sealed with adhesive tape. 4. Valves and all delicate parts are to be wrapped in soft material and firmly packed in cardboard boxes. These in turn are to be packed in cases in such a manner that movement inside the cases is impossible. 5. We give you on the attached sheet full details regarding packing and marking. These must be strictly observed. 1. In order to reduce damage in transit to a minimum, we have to insist that the goods be packed / on having the goods packed / on your packing the goods in sturdy wooden cases. 2. The transparent packaging enables the customer to see clearly / offers the customer a clear view of the graceful shape and the beautiful colors of the porcelain inside. 3. The transparent packaging facilitates / is suitable for sales in supermarkets, department stores, and other retail outlets. 4. Though cartons cut down packing costs, our customers are worried that the underwriter may shirk his responsibility and refuse compensation, shifting the blame onto packing in unseaworthy cartons. 5. We have discussed the matter of packing with the manufacturers several times and can assure you of their full cooperation. Dear Mr. Merton We thank you for you letter of June 26, and would like to confirm that we are still offering our Phoenix range at the prices quoted in our letter of June 15. We are sure that you find these prices quite competitive. Meanwhile, we understand your concern over packing and wish to give you the following details: Each vase is wrapped in a polybag, and then put in a foamed plastic casing, which is in turn placed in a decorative cardboard box. These boxes are packed in specially designed polythene-lined strong cardboard cartons, twelve to a carton, so that no movement inside the cartons is possible. Besides, on the outside of each carton are clearly stencilled in fadeless ink such warning marks as “FRAGILE” and “HANDLE WITH CARE”. We hope you will agree that we have taken every possible precaution to ensure the safe transportation of our products. We look forward to receiving your order. Sincerely yours     Unit 7 I. 1. We are pleased to have received your L/C No. F-07567 but regret to find that some terms in it do not conform to contract stipulations. You are therefore requested to make the following amendments immediately to enable us to effect shipment in time. 2. Under the present circumstances, our usual practice is to return the goods to you. But considering the close relationship between us, we now ask you to reduce the price by 40% and reimburse us immediately. 3. The customers here have always been satisfied with your products. However, some European manufacturers have recently launched new models, and these are catching on very fast. In view of the increased competition, we wonder whether you can improve your present designs. 4. We have received your inquiry of October 18 and appreciate your interest in our microwave ovens. For you information, our products are superior in quality and competitive in price. To give you a general idea of the various models we deal in, we are enclosing our latest leaflets for your reference. 5. Having seen samples of your products, we are prepared to give them a trial, provided you can guarantee delivery on or before March 31. The enclosed order is placed strictly on this condition.     II. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. A. Since there is, C. this month, D. the goods B. is C. instruct A. liable for, C. they are B. to the contrary D. to advance A. shipping, D. earlier A. these circumstances, B. hold you, D. the wrong delivery A. it our duty, D. have got / have A. cause you inconvenience, B. but as, C. are fully committed, D. kindly / fully /       III. IV. V. VI. VII. ordered, have been despatched, arranged, (are) numbered, is arriving, sailed, have been handed, opened, will pay, will be 1. We are pleased to inform you that your order no. 32 has been despatched, packed in twelve 100 kg. cases, in accordance with your instructions. 2. In view of the urgency of the order, we have despatched it today by air, so that the goods should reach you tomorrow. 3. Our rates are subject to alteration without prior notice, except in the case of special contract. 4. We have connections throughout the world and as a result of our wide experience we can advise you on suitable packing and method of transport for any country to which you wish to export. 5. As you have been informed in one of our previous letters, the users are in urgent need of the machines contracted and are in fact pressing us for an early delivery. 1. We have already executed that part of your order which we could supply from stock. The remainder may be subject to a delay of four to six weeks. 2. We shall be glad to know frequency of sailings, lowest rates for large shipments, and groupage rates for small consignments. 3. The goods under your order No. 297 have been packed and are ready for despatch, and we would be pleased if you would fill up, sign and return the attached instructions form as soon as possible. 4. You can save both time and money by letting us handle all shipping and Customs formalities for you. 5. To assist you in introducing our products into your market as early as possible, we agree to advance the initial shipment of 1/3 (one third) of the total quantity from June/July to April/May. 1. The quantity of this parcel to be shipped to your port is so small that no vessel would like to call there. We therefore hope that the wording “Transhipment is allowed” can be included in the contract. (OR: Since the quantity of this parcel is too small to induce any vessel to call at your port, we wish to have the clause “transhipment is allowed” indicated/stated in the contract.) 2. Containerized transportation owes its great popularity to its easy operation, speedy circulation/distribution of goods and direct forwarding of commodities from manufacturers’ premises / the point of manufacture to supermarkets. 3. Although our L/C was opened two months ago, we regret that having contacted our local forwarding agents several times we are told that the ship on which you assert shipping space has been booked has not yet reached your port. 4. We are disappointed that Speedsure Cycles Ltd., to whom we entrusted the shipment of your order, failed our expectation, and we have to apologize for the great inconvenience caused. 5. If you want to have the goods shipped in containers, we shall be pleased to comply. If not, we shall ship the goods in our customary packing. Dear Mr. Arnold Re: Order No. 896 S/C No. 980927 From your letter of October 20 concerning the captioned S/C, we understand that instead of the stipulated two equal shipments in January and February, 1999 respectively, you now wish to have 80% of the total quantity shipped in November and the balance in December this year. In reply, we wish to inform you that although we have the required quantity in stock, your request came too late for November shipment, especially because direct sailings for your port are few and far between. Besides, the relevant L/C is yet to be opened. Therefore, we would suggest that 80% of the total quantity be shipped in December this year and the balance 20% in January, 1999, provided your L/C reaches us not later than November 20. Please let us know promptly whether this arrangement is convenient to you.     Unit 8 I. 1. 6. D A/B/C 2. 7. A/C A/B/D 3. 8. B A/C/D 4. 9. B C 5. 10. C B/D                       II. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. C. cartons” instead of one-dozen cartons D. (Place D between A and B.) B. /, D. / D. (Either place D at the beginning of the sentence, or cross it out and change B into “small firms' entry”.) A. have received with thanks, B. but, C. to inform you, D. (Place D right after B.) B. your available items A. There is, B. ladies' garments for export C. exquisite in workmanship, D. exactly the / the very A. reduce the price by USD2.--, B. per yard, C. the expansion of, D. business A. compare it with, B. it by 20%, C. we do not think it is, D. to conclude a transaction D. / B. the following / the following several, C. conform       III. IV. V. VI. VII. VIII. have given, to open, covering, is stipulated, be shipped, would/will appreciate, would/will fax, airmail, listed, is / has been effected 1. With regard to terms of payment, we regret being unable to consider your request for D/A at 60 days' sight. 2. Please let us know upon receipt of this letter what difficulties you actually have in opening the L/C. 3. However, on going through your L/C No. 123 we regretfully find several clauses to be amended. 4. Much to our regret, we are unable to comply with your request for an extension of our L/C No. 789 because the present import regulations do not permit any extension of import licence. 5. In future we will make delivery on a D/P basis if, by any chance, we are unable to ship your order in time. 6. 7. Our terms of payment are by confirmed, irrevocable letter of credit available by draft at sight, reaching us one month ahead of shipment, remaining valid for negotiation in China for another 21 days after the prescribed time of shipment, and allowing transhipment and partial shipments. 8. For the time being, therefore, we regret our inability to accept D/A in any transactions with our buyers abroad. 9. Regrettably there is no news from you up to the present moment about your L/C, which should have reached us by the end of last month. 10. Please amend L/C No. 99S086 to read “Transhipment allowed”, and delete the clause about insurance policy as this transaction is concluded on CFR basis. 11. As your country has no consulate in this city, it is our practice to have the invoice certified by the China Council for the Promotion of International Trade. Please amend your L/C accordingly. 12. 13. We hope that you can recommend to us a British company specializing in the import of Chinese silks. 14. We would appreciate your extending the L/C to June 30th and July 21st for shipment and negotiation respectively. 15. As soon as the goods under your L/C No. 567 are shipped, we shall let you know by fax and airmail to you copies of all the shipping documents. 16. As the quantity of the goods to be shipped to your port is so small that no vessels agree to call there, we have to request you to insert “Transhipment permitted” in L/C No. DC507. 17. From your letter of September 2, we have learned that you have established L/C No. I-SF1064 against the captioned S/C, but unfortunately it has not reached us yet. 18. Dear Sirs, Following the instructions given in your letter of August 12, our manufacturers have redoubled their efforts to meet your advanced shipment date. We are now pleased to inform you that the goods are ready for shipment. Much to our surprise, however, the covering L/C has not reached us even to this day. Please immediately check with your bank to ensure that it reaches us before the end of this month. Otherwise, we shall not be able to make delivery within the time limit agreed upon. In order to avoid possible subsequent amendments, please see to it that the L/C stipulations are in exact accordance with those of our S/C No. 7890. Sincerely yours Dear Sirs L/C No. HC-00085933 We are pleased to have received the captioned L/C for the 1,000 metric tons of sweet potato slices. As some of its terms are found to be not in conformity with S/C stipulations, we hope you will make the following amendments to enable us to effect shipment within the contracted time limit: 1. The date and place of expiry should read “December 20, 1998, in Dalian.” 2. The amount in figures and words should respectively be “USD185,000” and “Say United States Dollars One Hundred Eighty-five Thousand Only.” 3. The wording “with 5% more or less allowed” should be inserted for both amount and quantity. 4. The insurance clause is to be deleted. 5. The Contract number should be 28KG603. 6. We look forward to your early amendments. Yours sincerely     Unit 9 I. 1. 6. A C/D 2. 7. A/B/C/D C 3. 8. D A/D 4. 9. A/B/C A/C/D 5. 10. B B                       II. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. B. consideration, C. large amount, D. to give D. acceptable A. after we have given, C. take it A. It is stipulated, B. are to, C. be shipped, D. 30 days after our receipt of A. When we checked, B. received goods, C. was found, D. unsatisfactory B. have received, D. any relevant A. considering, B. our mutual, C. to reduce, D. by 2% A. are, C. to receiving your A. your L/C, B. several points, C. /, OR: in it D. in conformity with A. To conclude, B. transaction, C. between us / with you       III. IV. V. VI. have been trading, have been cleared, began, had been established, would be settled, feel, has passed, to be effected, place, are, might be approached, hearing 1. Could you tell us whether they can be replied on to settle their accounts promptly? 2. We have found that this firm has had to be reminded several times to settle their accounts. 3. We are pleased to inform you that we are ready to accept payment by D/P as a special accommodation during this sales-pushing stage. 4. As it is our usual practice to make payment by D/P at sight, we would like you to accept these terms for this transaction as well as for future business. 5. Much as we would like to have you as one of our customers, we regret our inability to do business on the basis of D/A. 6. 7. Messrs. Schneider & Kern have given us your name as their referee. We would therefore be much obliged if you could provide us with detailed information about their credit status. 8. Any information about their financial standing and commercial integrity will be much appreciated and treated as confidential. 9. To meet you half way, we suggest that 40% of the amount be paid by T/T and the balance by irrevocable L/C at 90 days' sight. 10. In order to pave the way for your sales promotion, we agree to make an exception and accept payment by 45-day bill of exchange, documents against payment. 11. We have noted your request for payment by D/A and will revert to the matter with you when circumstances permit. 12. 13. In view of the small amount of this transaction, we are prepared to accept D/P at 60 days' sight, but this is not to be taken as a precedent. 14. Therefore, we regret that for the time being we can not accept D/A in any transactions with our clients abroad. Neither can we make an exception of your case. 15. Even though we would like very much to assist you, we are unable to make any arrangements contrary to our usual practice, especially at the beginning of our business relations. 16. Although we usually do business on the basis of sight L/C, we are also willing to discuss other modes of payment. 17. As you see, we temporarily find it difficult to remit the total amount. However, the accounts will definitely be cleared early next month. VII. Dear Mr. Croft, Further to our exchange of faxes on July 8, we are pleased to be able to inform you that your request for new payment terms has been accepted, and that they will come into effect when you place your next order with us. As we discussed, future transactions will be placed on a D/P basis with payment 30 days after sight, and we will ensure delivery to you within two months of receiving your order. We are looking forward to an early order from you. Yours sincerely     Unit 10 I. II. III. IV. V. Handling Customer Complaints There are no complaint-free businesses. In fact, dissatisfied customers who silently take business elsewhere are a far worse problem than those who complain. A customer who complains can usually be salvaged. Businesses should take the time to solicit feedback from their customers, especially unhappy ones. Ideally, complaints should be handled on the phone. A customer's complaint can best be understood in a conversation. If the customer cannot be reached, or a discussion doesn't resolve the situation, a letter is required. In any case, a letter confirming the details of the conversation should be sent. Whether the customer's complaint has any basis or not, the letter writer needs to acknowledge in some way that the company welcomes hearing from the customer for any reason. Even seemingly frivolous complaints can reveal significant needs for improvement in customer relations. The tone of the letter should reflect the fact that company people are approachable and ready to help if possible. Justified complaints. If the complaint is justified, the company should respond immediately , offering to “make things right” if possible, or offering alternative solutions if that's not possible. The tone should not be defensive or cringing. After all, mistakes happen, even in the best run company. If the company has made an error, admit it promptly and make amends as best you can. Because customers are so accustomed to shabby treatment, promptness in satisfying them may even turn them into public relations people for your firm. They may comment to others on the company's unusual responsiveness. Partially justified complaints. The key here is in the approach you take. Focus on the fact that the customer is partially right. Ignore the fact that this also makes him or her partially wrong. It's far harder to get a new customer than to keep the good will of an old one. If there's any element of truth in what the customer is saying, it is better to agree (and make things right, even if it costs money) than it is to get into a no-win argument. Similarly, in cases of misunderstanding, the thrust is for the company to take at least part of the responsibility (a miscommunication has two possible causes?a garbled message or an inattentive receiver.) Unjustified complaints. If you believe the customer is unjustified, ask for clarification?it may be that he has not expressed himself well and the complaint is the result of a simple misunderstanding that can be easily cleared up. If you are unable to respond positively, an honest, straightforward “no,” along with the reasons for the refusal, is best. If the company is not responsible, suggest the action the customer can take to get satisfaction elsewhere, without actually blaming someone else. It's unlikely the customer is trying to cheat the company, and accusing him of that will incur undying enmity. This type of ill will can spread to other customers of your company. To sum up, respond positively and promptly to all complaints?and consider even the most vituperative attack as providing valuable information about customer relations. How to complain. Students should mark the sentences with “S” for complaints that would be spoken and “W” for those that would be written. They should also arrange written and spoken complaints in order of formality, with the least formal statements at the head of the list and the most formal at the foot of it. Spoken phrases: informal to formal f. I can't understand why … g. I used to think … b. I cannot believe that … a. Are you implying that … c. I'm sorry but I can't see why … d. I'm sorry to have to say this, but … Written phrases: informal to formal h. I am disappointed in … k. I am not at all / far from satisfied with … i. I am writing to complain about … e. I find your attitude … j. I wrote to you a fortnight ago, but … How to Respond to a Complaint With their pairwork partner, students should decide which sentences would have a positive outcome and which a negative outcome. There are also some neutral responses to complaints, i.e. they do not indicate a positive or negative result for the complainer. Those phrases promising a POSITIVE result to the complaint are: 3, 4, 5, 6, 8. Those phrases indicating a NEGATIVE result are: 9, 10, 11, 12, 13, 14, 15. Those phrases which show a NEUTRUAL attitude are: 1, 2, and 7. After the pairs have completed the sentences, it might be wise to check their work. Then get them to work out how they would reply to each letter. These are suggested completions and replies (they are open to discussion): … Would you please look into this matter? We can only assume that this shipping note was sent in error and that the goods have not been dispatched. REPLY … We are very sorry for this mistake. Our dispatch manager discovered at the last moment that your order was incomplete and he delayed the shipment until the missing parts had been found. Unfortunately, the shipping advice had already been posted and we failed to inform you of the delay. I am pleased to inform you that the missing parts have now been packed and the complete order has left our works today. … Will you please arrange for the missing items to be shipped to us at once? REPLY … Please accept our apologies for this mistake. When your order was placed, we had just begun using new boxes which contain 100 items. Your order was short by 3520 items. A further 36 boxes are on their way to you now. I am writing you … Dear Customer, I am writing to you to explain the reasons for the very poor service we have given over the past few months. You may have received incomplete consignments. You may have written and not yet received a reply. You may have tried to call us and not been able to get through. We have ten Customer Service lines with staff to man them, but once these lines are overloaded there is nothing we can do. Our correspondence staff are working all hours to catch up. The real problem goes back a long way and relates to our growth from a small family firm into a sizable business. Our working procedures have basically not kept up with our expansion. Last year, our old computer was replaced with new hardware and software, which we were told would solve all our problems and could expand as our business expanded. Unfortunately, this was not the case and the speed of processing orders slowed down, even though our staff were working round the clock. We were just about to abandon the system and revert to our old procedures for processing orders when a new version of the software was supplied. This speeded up the system and we are now catching up with the backlog of orders. By the end of the month we will be completely up to date. I know you don't want to hear about our problems. You want your orders to be delivered promptly and correctly. I promise you that in future you can rely on us to do this and to respond to your inquiries courteously and efficiently. I feel that we owe you an apology but actions speak louder than words. We have taken on more staff, acquired a new warehouse and invested heavily in computer systems, all to provide the service which you need and of which we can feel proud. To end on a positive note, our new catalogue is enclosed and I am sure you will agree that our new product range is even more attractive and better value than before. We are working hard to continue to improve our service and I hope we can count on your support in spite of our recent problems. Yours sincerely.     Unit 11 I. II. Dealing with agencies This is for reference only, since students may have other correct answers and write them out in a way different from what is shown here. When seeking an agency, the applicant will stress two things: 1. The opportunities in the market waiting to be developed. 2. The particular advantage that may be offered. The applicant will mention such selling points as knowledge of the market, numerous connections, long-established position and wide experience, the efficiency of his or her sales organization, the facilities for display offered by showrooms, and so on. The applicant may also give names of persons or firms as references and mention the rate of commission expected. Sometimes a person seeking an agent will take the first step and make an offer to some person already known or recommended. As in the case of the applicant seeking an agency, reference will be made to the market waiting to be developed, but concentration will rest on the special merits of the product in an effort to persuade the correspondent to handle it. It is important to convince the prospective agent that the product is bound to sell well because of its exceptional quality, its particular uses, its moderate price, etc., and because of the publicity with which it will be supported. When offering an agency, it is not possible to include all the details, but enough information must be given to enable the correspondent to assess the worth of the offer. Failure to include basic information gives rise to unnecessary correspondence. The terms of agency are sometimes set out in correspondence between the parties, but where dealings are on a large scale a formal agreement may be desirable. This should be drafted by a solicitor, or alternatively by one of the parties in consultation with the other. Matters to be covered in such an agreement may include all, or some, of the following: 1. The nature and duration of the agency. 2. The territory to be covered. 3. The duties of agent and principal. 4. The method of purchase and sale. 5. Details of commission and expenses to be allowed. 6. The governing law. 7. The sending of reports, accounts and payments. 8. The arrangements of arbitration in the event of disputes. 9. Logical order ? 15, 11, 7, 2, 8, 13, 5, 3, 9, 14, 1, 10, 12, 4, 6