外贸英语函电 尹小莹 教案 Unit 9 Complaint and Claim
外贸英语教案Unit Nine
Teaching Topic: PackingTeaching Content: Business Profile; Situational DialogueData Bank；Drill PracticeInterpretation; Warm-upListening; Speaking; Text Bank:Teaching Aims:1. Ss get to know different types of packing.2. Ss learn to negotiate about the packing.3. Ss can make a conversation according to the dialogues learnt.Teaching Important Point: Ss can make a conversation according to the dialogues learnt.Teaching Difficult Point: Ss learn to negotiate about packing.Teaching Methods: Explaining; Role Playing; Discussing;Teaching Time: 6 classesTeaching Tool: Textbook, Multimedia.Teaching Steps:Teaching Contents: Business ProfileSituational DialogueTeaching Important and Difficult Point: Ss can make a conversation according to each dialogue.Teaching Time: 2 classesTeaching Steps:Step 1: GreetingsStep 2: Leading in.1.Ask the Ss to discuss what kinds of packing they know.2.Ask some representatives to give their answers.3.Discuss their answers in the whole class.Step 3: Key Notes & Business Profile1.Ask the Ss to read the information to know something about packing.2.Ask them to talk about their understanding about this part.Step 4. Situational Dialogue1.Dialogue 11)Ask the Ss to read the dialogue individually and make a mark at theexpressions which they consider important.2)Explain the difficult and important expressions in the dialogue to the Ss.3)Read the dialogue with the Ss following.4)Part the Ss to read the dialogue to see if there are any problems in theirpronunciation; correct if there is.5)Ask the Ss to make a similar conversation, and practice in pairs.6)Ask some pairs to show their conversations.2.Dialogue 2&3Learn the dialogue 2&3 in the same way with dialogue 1.Summary: Through learning, the Ss know how to introduce a company Homework: Practice the dialogue after class.Teaching Contents: Data Bank；Drill PracticeInterpretation; Career SkillsTeaching Important and Difficult Point: Ss can use the comparative sentences and translate the sentences in Interpretation correctly.Teaching Time: 2 ClassesTeaching Steps:Step1. GreetingsStep2. Leading-inReview the expressions learnt last time.Step 3. Data Bank: useful Expression1.Ask the Ss to read the sentences and figure out the Chinese meaning of each.2. Ask the Ss to discuss when and where we should use these expressions.3. Ask the Ss to memorize the expressions and recite.Step4. Drill Practice.1.Explain the sentence patterns together with the examples to the Ss andmore about this kind of sentences.2.Ask them to write more sentences with the same sentence patterns.3.Check their answers.Step5. Interpretation1.Ask the Ss to do the task individually and then check with their partners.2.Ask some Ss to write their sentences on the blackboard.3.Check with the whole class.Step6. Career Skills: Getting Things Done on Time1.Ask the Ss to read this part and learn the strategies.2.Understand them.3.Give examples if they can.Summary: Through learning, the students can use specific sentence patterns and phrases to express themselves.Homework: Memorize the expressions.Teaching Contents: Listening; SpeakingText Bank: How to Get Things DoneTeaching Important and Difficult Point: Ss can communicate with each other about the quantity.Teaching Time: 2 ClassesTeaching Steps:Step1. GreetingsStep2. Listening1.Ask the Ss to read the questions by themselves.2.Listen to the CD for three times and finish the task.3.Listen again and check answers.Step3. Speaking1.Make the Ss in pairs.2.Ask each pair to make a conversation with the given tips.3.Ask some pairs to show.Step4. Text Bank: How to Get Things Done1.Ask the students to read this part in groups and figure out the key points.2. Ask some groups to give their understandings.3. Emphasize them to make the Ss to learn in heart.Summary: Through learning, the students can make inquiries and give offers. Homework: Memorize the useful expressions learnt in this unit.。
20130827 尹昕的外贸英语函电说课整体设计
外语系《外贸英语函电》课程实践项目实施方案 本课程开设实训项目如下：1. 商务函电撰写实训；2. 世格外贸实务软件模拟实训；3. 网上模拟外贸操作实训共34课时。 实训目标 通过本课程的学习，学生掌握国际贸易知识，具备用商务（函电）英语进行书面沟通 、缮制外贸单据、拟定合同的技能，具有良好的职业素质和较强的可持续发展能力。 具体目标如下: 1.掌握英文商务书信的基本格式和常用词汇、句型，具备英文商业书信 的阅读与书写能力。2.熟悉单证的含义、作用、种类内容和相关知识即技巧。3.掌握 信用证、商业发票、装箱单、出口托运单、原产地证书、出口货物报检单、出口货物 报关单、投保单、海运提单、装船通知、受益人证明、汇票等出口单证的基本内容。
教师提出工作任务 ？
教师分析设计 学习任务 教师分析设计 实训任务
教师引导完成 学习任务
教师引导完成 实训任务 学生模拟完成 实训任务
学生设计完成 学习任务
体 现 了 教 学 做 一 体 的 教 学 模 式 。
验收评价
四、学情与学法分析：
（1）外语系女生较多（占90%左右），男生较少，课堂气氛不
活跃。
成果提交，教师点评（3分钟）
单元小结、布置作业 （3分钟）
教学单元设计——教学方法
结构式教学法四步曲
观看教师示范 模仿范例 自我强化训练
形成系统的 知识结构
观
模
Ⅱ初步模仿
练
Ⅲ强化训练
评
Ⅰ示范阶段
Ⅳ老师评价
情景教学与角色扮演法 任务驱动与实际操练法
教学单元设计
☆教学内容：
1. 2. 3. 4. 5. 询盘的概念和要求 一般询盘和具体询盘的运用 询盘基本术语和句型 询盘信函的翻译和写作学习 学生根据要求进行询盘信函写作
《外贸英语函电》模块九 保险
General extraneous risks
BACK
Total loss
The actual total loss（实际全损） Refers to the total loss or the damage of the insured goods so that they become entirely valueless.
Lightning
Earthquake
Volcanic eruption
Tsf the sea
Fortuitous Accidents（意外事故）： such as ship stranding, striking upon the
rocks, sinking, fire, explosion, etc.
BACK
Coverage
Coverage
Risk Average Charge
Natural calamities Perils of the sea Fortuitous accident
General extraneous risks Extraneous risks
Special extraneous risks
Fire
Explosion
Collision
Striking upon the rocks
Stranding
Sinking
BACK
Extraneous Risks
Extraneous Risks（外来风险）： these risks are caused by theft, rain, shortage,
外贸英语函电Unit Nine
Unit 9 Packing & Shipment
One
订货公司向发货公司说明货物包装损坏问题，希望其下 次改善包装质量。 Dear Sirs:
On October 19, we received your consignment of 40 cardboard cartons of steel screws.
Unit 9 Packing & Shipment
6．Please put each vase in a foam plastic casing and then in a thicker paper box for our future orders, otherwise, we shall be compelled to give up this order. 请每花瓶套一只泡沫塑料套，并装在较厚的纸盒内，否则， 我们只能放弃这次订单。 7．We await your shipping advice. 我们等待你方装运通知。 8．We trust the above shipment will reach you in sound condition. 我方希望上述船货将完好地抵达你处。 9．According to the terms of Contract No.200910, shipment is to be effected by the 14th Feb.. 按200910号合同条款，货物应于2月14日前装运。
Unit 9 Packing & Shipment
4．The packing of Women’s Blouses is each in a polybag, 10 dozen to a carton lined with waterproof paper and bound with two iron straps outside. 女士衬衫的包装为每件套一塑料袋，10打装一纸箱。内衬防 潮纸，外打铁箍两道。 5．The quality of your Wine is fine, but its packing is rather poor. Bottles are subject to breakage and carboard boxes are very thin. 贵公司红酒质量很好，但包装较差，瓶子易碎，纸盒太薄。
unit 9 Acceptance and Contract外贸英语函电教程
II. Writing Steps
Step 2. Declaring clearly that you accept the offer/counter-offer or stating clearly that you are confirming the acceptance
e.g. We are pleased to accept the following order as per your fax of April 4, 2007 and ours of April 8, 2007. 根据贵方2007年4月4日和我方2007年4月8日的传真,我 们很高兴接受以下订单｡ e.g.We confirm having purchased from you 7000 tons of cement on the following terms and conditions. 我们确认已向贵方按下列条件购买7000吨水泥｡
Unit Nine
Acceptance and Contract
Liu Yanping
Contents
1 2 3 4 5
Brief Introduction
Writing Steps
Language Points
Useful Sentences Practice
I. Brief Introduction
II. Writing Steps
Step 3. Stating that you have enclosed an order form, a contract confirmation, or a sales confirmation or asking the receiver to prepare them (It is not necessary the case, howevted your order No.111 for ladies’ clothing and are sending you our sales confirmation No.BS-043. 我们已经接受贵方第111号订购女式服装的订单, 并随函附上我 方第BS-043号销售确认书｡ e.g. Enclosed please find our sales contract No.4567 in duplicate. 随函附上我方销售合同第4567号一式两份,请查收｡
外贸英语函电(第4版)教学课件chapter 9
行业PPT模板：/hangye/ PPT素材下载：/sucai/ PPT图表下载：/tubiao/ PPT教程： /powerpoint/ Excel教程：/excel/ PPT课件下载：/kejian/ 试卷下载：/shiti/
行业PPT模板：/hangye/ PPT素材下载：/sucai/ PPT图表下载：/tubiao/ PPT教程： /powerpoint/ Excel教程：/excel/ PPT课件下载：/kejian/ 试卷下载：/shiti/
行业PPT模板：/hangye/ PPT素材下载：/sucai/ PPT图表下载：/tubiao/ PPT教程： /powerpoint/ Excel教程：/excel/ PPT课件下载：/kejian/ 试卷下载：/shiti/
CASE STUDY
PPT模板下载：/moban/ 节日PPT模板：/jieri/ PPT背景图片：/beijing/ 优秀PPT下载：/xiazai/ Word教程： /word/ 资料下载：/ziliao/ 范文下载：/fanwen/ 教案下载：/jiaoan/ 字体下载：/ziti/
1 . CASE 1 2 . CASE 2 3 . CASE 3 4 . CASE 4 5 . CASE 5 6 . CASE 6 7 . CASE 7
CASE 1
上海百思得贸易公司收到韩国 K. Ly贸易公司的来函，韩方在 信中表示已经在首尔的友利银 行开立了2233号保兑的不可撤 销的信用证，金额为5 000美元 ，希望上海百思得公司能够尽 快安排到货，并建议预定在5月 15日左右从上海出发的FAST船 公司的“红星”号轮船。
行业PPT模板：/hangye/ PPT素材下载：/sucai/ PPT图表下载：/tubiao/ PPT教程： /powerpoint/ Excel教程：/excel/ PPT课件下载：/kejian/ 试卷下载：/shiti/
新编外经贸英语函电与谈判课件Unit 09
The captioned goods you shipped per S.S. “Yellow River” on May 14 arrived here yesterday. 贵方5月14日通过“黄河”号轮运送的标题所示货物于 昨日抵达本地。
On examination, we have found that many of the sewing machines are severely damaged, though the cases themselves show no trace of damage. 在检查时，我方发现许多缝纫机损坏严重，可是货箱 本身没有损坏的痕迹。
STATEMENT OF CLAIM 索赔说明书 Vessel: Taching 船名： Voyage: Shanghai/New York 运输路线：上海至纽约 Date of Arrival: August 15, 2001 抵达日期：2001年8月15日 Shipper: China Ocean Shipping Company 承运人：中国远洋运输公司
file (lodge) a claim with (against) sb.向某人提出 sb.向某人提出 索赔 We need a few facts about the claim you recently filed with us. 关于贵方最近向我方提出的索赔，请提供一些情况。 This fault of yours caused our clients to file complaints against us. 贵方这一错误已引起我方客户向我方提出责难。
claim on…向……提出索赔 We claimed on the shipping company for the recovery of the loss. 我方向船运公司提出了索赔以弥补损失。 Would you please return the broken items so that we can claim from our insurance company. 请退回破损的货品以便我方能向保险公司索赔。
外贸英语函电电子教案
Unit One Introduction to Business Letters (商务信函概论)
Elements of Business Letters and Their Positions in the Letter:
Letterhead
Reference Number Date Inside Address
The name of the firm Its address and postal code Telephone number Fax number Internet address E-mail address Telegraphic and telex address Trademark or a brief slogan, etc.
Unit Eleven Terms of Payment
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主
外贸英语函电
编
Unit Twelve Urging Establishment of L/C
王
Unit Thirteen L/C Amendment & Extension 丽
Unit Fourteen Shipment
Unit Fifteen Packing & Shipping Marks
Unit Five Firm Offers
Unit Six Non-firm Offers
Unit Seven Counter-offers
Unit Eight Placing & Confirming an Order
Unit Nine Declining an Order
Unit Ten Placing Repeat Orders
Unit One Introduction to Business Letters (商务信函概论)
《外贸英语函电》教案1
《外贸英语函电》单元教学设计任课教师： $$$$单元教学设计基本框架第一部分：组织教学（时间：10分钟）因为本单元是该门课程的第一次课，因此本单元两节课中，第一节课我们安排是课程的概述。
通过同学都比较关心的国际贸易现状导出我们的课程教学。
第二部分：学习新内容【步骤一】说明课程教学目的（时间：15分钟）首先向学生呈现一份从网上截获的商机，要求大家仔细阅读后翻译，问学生在处理这样的信函时什么方面存在问题。
引导学生了解《外贸英语函电》课程教学的学习目的。
【步骤二】说明课程教学内容（时间：15分钟）引导学生一起回顾上学期国际贸易实务当中学到的知识，回答问题：一宗出口业务一般可以分成哪几个主要的阶段。
第一阶段：寻找贸易伙伴，建立销售渠道第二阶段：对外进行洽谈第三阶段：合同的履行结合书本的目录介绍本课程授课的内容。
【步骤三】学习新知识1、新知识导入（时间：20分钟）向学生呈现两份不同格式的英语信函，请同学结合书上的内容回答问题，从而导出我们接下来要介绍的内容：信函的格式。
2、新知识的介绍（时间：25分钟）分别介绍书信常见的几种格式和每种格式的特点。
通过范文，分别介绍一封商务信函的结构。
【步骤四】总结（时间：5分钟）我们回顾前面所学的重要知识点：信函的格式、信函的组成部分等。
单元教学设计基本框架第一部分：组织教学和复习上次课主要内容（时间：10分钟）回顾了上堂课的内容，在我们上堂课讲的例文中设计几个典型的错误让学生找出并修改，从而复习上堂课讲到的信函的构成等内容。
第二部分：学习新内容2、写信的原则【步骤一】提出问题（时间：20分钟）向学生展示两份信函：信函1：Dear John,Very many thanks to you, my dear friend, of the splendid present that you have sent me, and I feel deeply moved by this token of your affection. It is a great consolation for me, in my confinement to hospital by illness.I am glad to tell you, I am making rapid progress toward health every day.Looking forward to joining you at school as soon as possible.Yours affectionately,信函2：Dear Mr. Hunter,We hope that everything at your end is fine. We haven’t heard from you for a long time since the war broke out. We hope we could renew the business cooperation as quickly as possible.We confirm with thanks receipt of your first enquiry and look forward to your first order.Best regards,Yours faithfully,Henry让学生通过比较，发现外贸英语信函与一般信函不同点。
外贸英语函电 Unit 9 Offers and Counter offers
4．How to Make a Counter Offer? Thanks for the original offer. The reasons for inability to accept the offer: point out the declining market; talk about offers from other suppliers. The counter-proposal. Expectation of acceptance . 5．How to Reply a Counter Offer? A reply to a counter offer, whether favorable or unfavorable, should be punctual, courteous and considerate. The reasons for inability to accept the counter offer in an unfavorable reply: talk about the cost of materials, the rising market, and the orders from other sources to show your price is reasonable. Your proposal: make a price concession on conditions.
2．How to write an inquiry?
3．How to Make an Offer? An expression of thanks for the inquiry. An offer should include the major terms of the transaction: name of the goods, quality, quantity, specifications, details of prices, discounts, terms of payments, packing and date of delivery. Talk about the market and supply situation to induce an order. Introduce other products to increase the chance of business. End your letter by expecting the order. Do not make you letter too long.
外贸函电unit 9函电
Part Four
LOGO
Part One
1. Letter of Credit (1)
Letter of Credit (abbreviated to L/C) is a reliable and safe method of payment, facilitating trade with unknown buyers and giving protection to both sellers and buyers. There are various types of L/C, such as irrevocable documentary credit, revolving credit, standby credit and back-to-back credit. Among them, the irrevocable documentary credit is the most popular. The parties concerned to a documentary credit are: the applicant (importer/buyer), the issuing/opening bank, the advising/notifying bank, the confirming bank, if any, the nominated paying/negotiating bank and the beneficiary (seller/exporter).
LOGO
Part Two
1. The main Contents of a Letter on Payment and L/C Letter of urging the Advising the Establishment of L/C （1）Refer to the relevant goods, order or contract and inform the ） seller of the establishment of the L/C; （2）Ask for the necessary documents used for negotiation ; ） 3） （3）Expect the shipment will be arranged or delivered without delay. Letter of extension of the L/C （1）Thanks for the relative L/C received; ） （2）Point out that you can not execute the order as stipulated in the L/C ） and state clearly the reasons; （3）Express hope for understanding or acceptance. ）
外贸英语函电——第五版(尹小莹)课后答案详解(翻译、课上例句、单词)
外贸英语函电——第五版（尹小莹）课后答案详解（翻译、课上例句、单词）Unit 2(1)我公司是该地区电子产品的主要进口商之一，我们借此机会与贵方接洽，希望与贵方建立贸易关系。
We are one of the leading importers dealing in electronic products in the area, and take this opportunity to approach you in the hope of establishing business relations.(2) 我公司经营机械设备的进出口业务已多年，我们的产品在许多国家享有盛誉。
We have been engaged in handling importing and exporting of machinery and equipment for many years, and our products have enjoyed great popularity in many countries.(2)承我国驻北京大使馆商务参赞处介绍，得知你公司的姓名、地址。
We owe your nam e and address to the Commercial Counselor’s office of our Embassy in Beijing.(4) 我们了解到你们是日用化学品制造商。
我们有一客户想要购买贵国化妆品，如能立即航寄目前所能供之货的目录及价格表，我们将不胜感激。
We are given to understand that you are a manufacturer of daily chemicals. One of our clients intends to buy cosmetics from your country. We will appreciate it highly if you can airmail the catalogue and the price list of your products available at present.(5) 有关我们的资信情况，请向中国银行上海分行查询。
外贸英语函电——第五版(尹小莹)课后答案详解(翻译、课上例句、单词)
外贸英语函电——第五版（尹小莹）课后答案详解（翻译、课上例句、单词）Unit 2(1)我公司是该地区电子产品的主要进口商之一，我们借此机会与贵方接洽，希望与贵方建立贸易关系。
We are one of the leading importers dealing in electronic products in the area, and take this opportunity to approach you in the hope of establishing business relations.(2) 我公司经营机械设备的进出口业务已多年，我们的产品在许多国家享有盛誉。
We have been engaged in handling importing and exporting of machinery and equipment for many years, and our products have enjoyed great popularity in many countries.(2)承我国驻北京大使馆商务参赞处介绍，得知你公司的姓名、地址。
We owe your nam e and address to the Commercial Counselor’s office of our Embassy in Beijing.(4) 我们了解到你们是日用化学品制造商。
我们有一客户想要购买贵国化妆品，如能立即航寄目前所能供之货的目录及价格表，我们将不胜感激。
We are given to understand that you are a manufacturer of daily chemicals. One of our clients intends to buy cosmetics from your country. We will appreciate it highly if you can airmail the catalogue and the price list of your products available at present.(5) 有关我们的资信情况，请向中国银行上海分行查询。
外贸英语函电_尹小莹_教案_1_basic_knowledge_of_business_letter_writing
9.
BODY
If there is sth on the next page:
Ms. Nancy Winter Page 3 July 5, 1999 Ms. Allen Brook Page 2 April 3, 2007
10. The Closing Sentence
a. We await your immediate reply. b. In view of the above, we would suggest in your interest that you accept our price of US $500 per metric ton without any delay. c. Looking forward to your detailed reply at your early convenience.
12. Signature
For/P.P. Green Manufacturing Co. p.p.= Per procurationem表示代表单位或某负责人 签名，而非代表个人。
11. Complimentary Close
a. (Dear John)---Love, /Cheers, /Best wishes, / Y our devoted friend, (casual) b. (Dear Mr./ Mrs./Miss/Ms Smith)--- Sincerely yours, (general style) c. (Dear Sir or Madam)---Very truly yours, /Faithfully yours, (formal) d. Respectfully yours, / Very respectfully, (most formal)
外贸英语函电Unit9-Packing
Each pair of socks is packed in a polybag and 12 pairs to a box.
每件衬衫用塑料袋装，每10打装一盒？
Each shirt is packed in a polybag and 10 dozen to a box.
radioactive substances
Case 2- shipping marks（p247）
Read the letter Draw out the marks according to
其他
Be lined with 内衬 waterproof/ craft paper Be strapped / secured /reinforced by…用…加固
Exercises
小麦用新麻袋包装，每袋装100公斤 钢笔12支装一盒，200盒装一木箱 折叠椅两把装入一个纸板箱 我方棉布须用木箱包装，内衬牛皮纸和防潮
Socks are packed 12 boxes to a box.
3. ...to …and … to… ; ...in …and … in… 袜子每12双装一盒，每200盒装一木箱
Socks are packed 12 pieces to a box and 200 boxes to a wooden case.
assemblage outer packing 集合包装
wooden case, crate, carton, iron drum , wooden cask gunny bag, cloth bag , plastic bag, can, paper bag, bundle, bale , carboy Basket, bottle, cylinder, demijohn
商务英语函电教案
?商务英语函电?教案安徽财经大学教案专用页内容UNITONE 课2〔标题〕BUSINESSLETTER-WRITING时教学Inthisunit,wewillintroducetothestudentstheimportanceofbus iness目letter-writing,andthedifferentelementsofbusinessletters,suchasthe的essentials,theletter-head,thedate,theinsidenameandaddress,salutation,与complimentarycloseandtheenvelop.Aftertheunitthestudentsshouldbevery 要familiarwiththedifferentelements.求重点难1．7C’s;点2．Differentelementsinthebusines sletter;及3．Detailedrequirementsofeachele ment.其处理教学案例教学、小组讨论方法1】黎孝先主编：国际贸易实务，对外经济贸易大学出版社，2001年参出版。
考【2】尹小莹编著：外贸英语函电，西安交通大学出版社，1994年出版。
文【3】[美]Hinkelman著：国际支付，经济科学出版社，1999年出版。
献【4】HertaA.Murphy,HerbertW.HildebrandtandJaneP.Thoms(1997):thth【5】Wells(1985):CommunicationsinBusiness,4den,KentPublishingCompany.课外作 1.Whatarethe7Cs?业 2.Whatarethedifferentelements?Whatarethedetailedrequirementsof及eachelement?要求后记安徽财经大学教案专用页内容课UNITTWOESTABLISHINGBUSINESSRELATIONS 课2〔标题〕时教 学Theestablishmentofbusinessrelationsisoneoftheimportantundertakingsinthefieldofforeigntrade.The目aimofthisunitistoletstudentsunderstandhowtoestablishnewbusinessrelationsandkeepoldrelations.的与要求重点难 1. Techniquesinourenquiry;点 2. Pointsmustbeobservedintherepliestotheenquiry及 3. Positivity,neutralityandconditionality;其 4. PositiveSandwichPrinciple.处理教学 案例教学、小组讨论方法1】黎孝先主编：国际贸易实务，对外经济贸易大学出版社，2001参年出版。
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Terms for Lesson One
• • • • • • natural calamities the coverage of insurance take the delivery of the goods be obliged to sb. for sth. a list of content at one’s disposal • • • • • • 自然灾害 保险范围 收取/接收货物 因…感激某人 货物清单 由某人支配/处置
•the goods have traces of damages under a clean B/L.
Background Knowledge
Claims related to imports:
Claims against the insurance company:
• where he is responsible for circumstances such as: goods in transit incur losses or damages that are caused by natural calamities, accidents and other events that are within the coverage of insurance, then the insurance company shall be responsible for the losses and damages.
Background Knowledge
What is a claim?
• The
injured party lodges/files a claim for compensation against the other party who has breached the signed contract. It usually happens when the injured party suffered great losses.
Exercises on pp. 225
1. Translate the following into English: (1)The survey report indicates that the damage to the carton and goods was due to rough handling in transit, rather than poor packing as you stated. (2) The damage was caused by improper packing, such a big and heavy machine should have been fixed and stuffed in export wooden case. (3) Upon examination, we found that there was no sign of poor quality and bad handicraft, and that the dye used is excellent. (4) Thank you for your acceptance of the wrongly delivered goods. We will give you a discount of 8% on invoice price. Please agree. (5) Please let us know immediately by fax whether you may ship the goods before September 15. If not we shall be compelled to cancel the order.
oblige
• be obliged to sb. 感谢(某人)
• • • • • • • • • • be obliged to do sth. 不得不(做某事), 必须(做某事) oblige (sb.) with 给... 很抱歉, 我不能答应你的请求。 I am sorry I cannot oblige you. Please oblige me with your presence. 务请光临。 请哪位先生给这位女士让个座位好吗? Will any gentleman oblige the lady? 非常感激你给我们的帮助。 We are much obliged to you for your help. Could you oblige me with ten yuan? 借十元钱给我好吗?
• where the seller fails to make timely delivery or refuses to make delivery; (non-delivery or delay of delivery) • the goods delivered by the seller is not in accordance with the contracted quantity, quality, specifications; (short weight, shortage of quantity, inferior quality) • the goods damaged due to improper packing •breach of contract, etc.
disposal
• at one’s disposal
• 由某人支配/处置
The Reply to A Complaint/ Claim
• If the complaint is reasonable, just admit directly and send a reply as follows: 1) thank him for his complaint ad admit a mistake is made at you end 2) Promise that you will take actions to put it right 3) say you are sorry for the inconvenience caused 4) assure him that more care will be taken in the future • If the complaint is not reasonable, tell him that is not your responsibility and give your suggestions if possible
•The purpose is to get compensation.
Background Knowledge
What is a complaint?
• Mistakes may occur in day-to-day business, and these give
cause for complaint.
•The purpose is to get better service.
Background Knowledge
Claims related to imports: ( seller, shipping company, insurance company) Claims against the seller:
Dear Sirs,
Our Order No.678
We regret to have to complain about late delivery of the filing cabinets ordered on March 10. We did not receive them until yesterday though you had guaranteed delivery within a week. It was on this understanding that we placed the order. Unfortunately, there have been similar delays on several previous occasions and their increasing frequency in recent months compel us to say that business between us cannot be continued under conditions such as these. We have felt it necessary to make our feelings known since we can not give reliable delivery dates to our customers unless we can count on understanding given by our suppliers.We hope you will understand how we are placed and that from now on we can rely upon punctual completion of our orders.
• Much obliged! 谢谢!
Terms for Lesson One
• • • • • • • • • non-delivery injured party lodges/files a claim for compensation breached the signed contract delay of delivery short weight shortage of quantity inferior quality) improper packing • • • • • • • • • 货物没有送达 受损方 提出索赔 违约 延迟交货 缺斤短两 数量短缺 质量低劣 不良/不当包装
The Composition of A Complaint/ Claim