实用商务英语口语教程Programme 13 Complaints and Claims
商务谈判口语-Complaint
Unit 12 Complaints & Claim
B：Yes，that was true．But we never expected the ： ， ． aluminum content to be so high，say 1.1％． think it is ％．I ， ％． complete not in conformity with the stipulations in the contract． contract． A：I'm very sorry，Mr．Kube．Then what’s your ： ， ． ． idea about this matter? Would you like us to refund the goods7 or replace the goods8 ?
Unit 12 Complaints & Claim
(A few minutes later) A：The supplier told me that this transaction leaves ： them no profit at all．Anyway，they have accepted ． ， your suggestion． suggestion． B：I am glad to hear that，Mr．Lin．It seems that ： ， ． ． everything goes smoothly．Thank you for your close ． cooperation． ． A：Me，too．I hope the settlement will turn out to ： ， ． your satisfactionl0．
Unit 12 Complaints & Claim
新编商务英语：Complaints and Claims
A Claim for Poor Packing
Wang: Are you sure that any second-hand bags were used for the last shipment?
Brown: Sure enough. Here is the survey report issued by a qualified surveyor.
when they were unpacked at the destination. White: How many of them are rusty? Liu: _A_b_o_u_t_O__n_e__fi_ft_h__o_f _th_e__b_a_t_c_h___________. White: Every part was subject to ___s_t_ri_c_t_in_s_p__e_c_ti_o_n__ before shipment. I
商务英语
Unit 10
Complaintisten & Talk
Case Study
Reading
Additional Words& Expressions
Listen & Talk
A Claim for Poor Packing
Wang: Mr. Brown, I’m here to investigate the matter of your claim for the breakage of the package. Brown: I’m glad you come here, Mr. Wang. Since we have sent you a notice of claim, it’s no doubt you know the details of our claim. Wang: You said that nearly 10% of the packages had been broken and 1000 kg of flour missing. Brown: Yes, we think it was clearly due to improper packing. Wang: I think the breakage must have been caused by rough handling. Before I came here, I checked up on the condition of the shipment, and found nothing wrong with the packing in our record. Therefore I advise you to claim on the shipping company since the goods were sold on FOB terms. Brown: I don’t think so. According to the contract, no second-hand bags are allowed to be used. To our regret, you used 400 second-hand ones. And poor packing was the cause of the damage. How could we expect the shipping company to entertain our claim?
商务英语课程教案精编版
商务英语课程教案精编
版
MQS system office room 【MQS16H-TTMS2A-MQSS8Q8-MQSH16898】
ＸＸ大学
教案
2011—2012学年第1学期
商务英语课程教案
思考题、讨论题、作业：
WhatisbusinessEnglish?
Whatarethemaincontentsofthiscourse?
HowtolearnbusinessEnglishwell?
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案
商务英语课程教案。
商务英语必备口语对话
商务英语必备口语对话想学一些常用的商务英语口语吗?下面店铺为大家带来商务英语必备口语对话，欢迎大家学习!商务英语必备口语对话1：询盘问价A: We are interested in some precision machine tools. We have some inquires on hand.A:我们对一些精密机床很感兴趣，我手头有些询价。
B： That's fine. We can supply all kinds of precision machine tools. Our products are much admired in the world market and enjoy a wide acceptance in modern industry.B:太好了!我们能供应各种精密机床，我们的产品在世界市场上是很受欢迎的,在现代工业中也被广泛应用。
A：Can I have a look at your catalogue and the corresponding technical data?A:我能看一看你们的样本目录和有关技术资料吗?B:Why，of course. Here are some that will show you our latest development. You may select which ever you need.B:当然可以。
这是些有关我们最新技术发展情况的样本，从中可选择你需要的产品。
A:I think our users have the impression that your prices are always much too high, compared with those of other supplies.A:我想我们的用户认为你们的价格与其他供应商所出的价格相比，太高了。
B ：Excuse me. It’s true that our products do cost slightly more than the other makers, but Ifs only due to our technological superiority.B:请原谅，我们的产品是由于具有髙技术性能而比其他厂家的产品贵一点。
商务英语写作之complaintletter
商务英语写作之complaintletter第一篇：商务英语写作之complaint letter1.under our Order No.234我方第234号订单项下2.take delivery提货3.Thank you for bringing the matter to our attention.感谢贵方提出有关事项使我们注意。
4.the soonest possible尽早5.assure you that…向你方保证……6.draw your attention to 提请贵方注意7.look into this matter调查此事8.await your favorable reply静候佳音9.pressing us for a timely delivery敦促我方及时交货10.caused us a great deal of inconvenience给我方带来极大不便11.In view of our friendly relationship鉴于我们的友谊12.provided that倘若、假如13.in good condition完好无损14.be acceptable to you可以被你方所接受4)Pick out the functional sentences from the sample complaints1.On checking the machine, we discovered that it did not function.经检查，我们发现机器不能正常运转。
2.We regret to tell you that on inspection we found a number of defects in your products.我方很遗憾地通知你方，在检查中我们发现贵公司的产品有许多缺陷。
3.On opening the outer packing we learned that some of the goods were missing.开启外包装时，我们发现有一些货物缺失。
全方位商务英语口语(第三版)Unit (13)
students (or business associates, government officials, etc.) come to visit your university or your hometown or your corporation. As their host, you’ll prepare a welcome speech to them. Think about what information you will include in the speech and then deliver the speech.
Develop a talk with your partner. Take turns to
be the client and the hotel clerk. In the talk you’ll check in / check out the hotel.
Task 1 A Speech of Welcome
Task 4 An Impromptu Speech
Keep those guidelines in mind and practice
more if possible before you go to the class. You will be assigned 10 speech topics in class. Go through them as quickly as possible and take some notes if necessary. You are supposed to deliver an impromptu speech within required time limit. Ask for your teacher’s help when needed. Your performance will be evaluated.
《商务英语口语大全【完整版】》
《商务英语口语大全【完整版】》一、商务问候与介绍1. 问候Good morning/afternoon/evening, it's a pleasure to meet you.（早上/下午/晚上好，很高兴见到您。
）How do you do? I've heard a lot about you.（您好，我久闻大名。
）It's nice to finally put a face to the name.（很高兴能将名字与人对上号。
）2. 自我介绍My name is [Your Name], and I'm the [Your Position] at [Company Name].（我叫[您的名字]，是[公司名称]的[您的职位]。
） I'm looking forward to working with you on this project.（我期待与您共事这个项目。
）二、商务洽谈与沟通1. 表达意见In my opinion, [Your Opinion].（在我看来，[您的意见]。
）I believe that [Your Idea] could be beneficial for both parties.（我相信[您的想法]对双方都有益。
）I'd like to suggest [Your Suggestion].（我想提出[您的建议]。
）2. 谈判技巧I understand your concerns, but let's consider the possibilities from another angle.（我理解您的担忧，但让我们从另一个角度考虑一下可能性。
）If we can agree on [Certain Terms], I'm confident that we can finalize the deal.（如果我们能在[特定条款]上达成一致，我相信我们可以完成这笔交易。
实用商务英语听说第一册unit 13 Interview_OK
6. Plan to be at the interview five minutes
dressed in appropriate
.
7. Make sure the conversation goes
during an interview. Do ask questions to
involve the
It is very difficult to leave a positive memorable impression if you arrive at the interview unprepared. It’s not only about learning how to prepare for an interview, it’s about actually doing the preparation work for each and every interview that matters.
7. Why do you want this job?
8. Why should we hire you?
9. What are your goals for the future?
10. Tell me about yourself
10
Part II Listening for Interview Expressions
•❖ them down in the blank.
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
9
Keys to Task 1
1. What is your greatest strength?
2. What is your greatest weakness?
最新Unit 13 申诉、抱怨与索赔、理赔(商务英语)
_______________________
Commonly Used Expressions and Sentences (3)
_______________________
Commonly Used Expressions and Sentences (5)
Other expressions concerning claim (II): 2. short delivery; short weight / shortage in
Commonly Used Expressions and Sentences (2)
Expressions about claim (II): 2.entertain /accept /meet a claim;
decline / reject a claim;
1) We apologize for any inconvenience incurred and have decided to entertain your claim as per your proposal.
Commonly Used Expressions and Sentences (1)
Expressions about claim (I):
1. claim sth. from sb. for …; ask for a compensation for …; lodge /make /file /register /lay /raise /put in a claim for sth. against / with / on sb.
商务英语口语对话
商务英语口语对话莱司特：正如你所知，FastTrek 20xx 预定在下个月推出。
我想我们已经解决了全部琐碎的问题。
Helen：Great. That's vital. Quality is the focus of the ad campaign. The boards must work well if they're going to be the cash cow we want them to be.海伦：太好了。
那很重要。
品质是广告活动的焦点。
假如要让这些适配卡如我们所要的成为摇钱树的话，就不能出乱子。
Lester：Let's go over our promotion plans again.莱司特：我们再看一遍我们的促销打算。
Helen：OK. We have six major retailers running demonstrations at most branches. And our exhibition team is already on the road setting up for computer shows.海伦：我们有六家主要的零售商在大部分的分店做展现。
而且我们的展现队伍已经为计算机展在起跑了。
Lester：Good. What about print and radio?莱司特：很好，那印刷品和广播呢?Helen：We've taken out fullpage ads for two large trade magazines. And more important, our press releases have been well received.海伦：我们在两家大的商业杂志刊登了全版广告。
更重要的是，我们的新闻稿已经全被接受了。
Lester：Any larger ads?莱司特：有再大一点的广告吗?Helen：Yes. We're putting the same fullpage ad in the Sunday edition of three major newspapers.海伦：有的。
商务英语Complaint and settlement
Complaint and settlement常用术语、短语Common terms and phrases一、claim 索赔；赔偿；赔偿金compensate 赔偿，补偿claim* **penses 理赔费用to make/ register/ file/ lodge/ raise / bring up/ a (one\'s) claim 提出索赔to make a claim with (against) sb. 向某方提出索赔to make a claim for (on)sth. 就某事提出索赔claim settlement 理赔to settle a claim 理赔；解决索赔（问题）entertain a claim受理索赔admit/ accept a claim接受索赔dismiss/ reject a claim拒绝索赔to withdraw a claim 撤消（某项）索赔to waive a claim 放弃索赔（要求）claim on the goods 对某（批）货索赔claim on sb. 向某人（方）提出索赔claim for trade dispute 贸易纠纷（引起的）索赔claim for compensation 要求补偿to make an investigation 调查研究claim for short weight 由于短重而索赔claim for damage 由于损坏而索赔claim for loss and damage of cargo 货物损失索赔claim for inferior quality 由于质量低劣而索赔二、常用表达Common ExpressionsThis is a claim on quality.这是质量索赔。
This is a claim on short weight.这是短重索赔This is a claim on delayed shipment.这是延期装运索赔。
剑桥商务英语资料Unit 13
Unit 13 Money13.1 Negotiating(n.談判）the priceA. Vocabulary1. Three different situations(1) in a business meeting, price negotiable（adj.可磋商的）;in a personal arts and crafts (n.手工/工藝）store, price negotiable;in the regular(adj.規則的/有秩序的）run by a company or a government, price fixed(adj.固定不變的）.(2) The type of things that are variable(n.變數，adj.可變的）when a customer and supplier are negotiating the price of an article.Eg. Delivery dates, quantity, method of payment, packaging, methods of delivery, insuranceB. Listening (略)backlog n. 积压未办之事，积压的工作My secretary can not cope(vi. 竟爭，對抗，克服）with the backlog of paperwork.reduction ❒♓♎✈☞☯⏹ n. 缩小；减少somewhere between 大约[大概，略多于，略少于]（某数）C. Grammar(1) Model Sentence:Will you give me a discount if I pay cash?But if you’re prepared to wait, we’ll give you a reduction in price.(2) 在以when, after, before, as soon as等引导的时间状语从句和在以if, unless, once等引导的条件状语从句中，用一般现在时表示一般将来时。
商务英语口语(英语带翻译)
Unit 1James: Miss Wang, how do you do? I’m Allan James, the director of human resourse department of this company.Miss Wang: How do you do, Mr. James? Thank you for asking me to come in.James: Not at all. Please sit down, then we can begin.Miss Wang: Thank you.James: As you know, Miss Wang, we are looking for an executive secretary with business background and good English skills. We looked into your resume and thought you might be a good candidate.Miss Wang: Thank you.James: Today’s interview is for us to get to know a little about you. And the interview will last a little bit longer. So, if you’re comfortable, I want to ask you some questions.詹姆斯: 王小姐，你好。
我是詹姆斯，这家公司的人力资源部主人。
王小姐: 您好，詹姆斯先生。
谢谢您给我这个面试的机会。
詹姆斯: 别客气。
请坐，我们开始吧。
王小姐: 谢谢。
詹姆斯: 王小姐，正如你所知道的，我们需要一位有经贸背景和相当英语水平的行政秘书。
看了你的简历，我们认为你是一位不错的人选。
王小姐: 谢谢。
詹姆斯: 今天的面试是想对你有所了解。
商务英语口语教学大纲
商务英语⼝语教学⼤纲《商务英语⼝语》课程教学⼤纲⼀、课程基本信息课程代码：095072课程名称：商务英语⼝语英⽂名称：Oral Business English课程类别：公共选修课学时：36学时学分：2适⽤对象: ⾮英语专业本科⽣考核⽅式：考查先修课程：⼤学英语⼆、课程简介商务英语⼝语课是为⼴东商学院⾮英语专业学⽣开设的英语选修课。
本课程的教学安排为每周两课时，共36学时⼀学期。
本课程共分10个单元，分别介绍了各种商务话题和场景，包括会⾯、商务通话、商务演讲、会谈、商务旅⾏、商务谈判、企业⽂化与员⼯动⼒、领导⽔平、交易会及成功⾯试等。
主要采取分组讨论、⾓⾊扮演、案例分析等形式，以学⽣为中⼼，熟悉各种商务场景，有效掌握沟通技能，提⾼英语⼝头表达和交往能⼒。
Oral Business English is a selective course for non-English majors in Guangdong University of Business Studies. The course is classroom based, with two 45-minute periods per week, total 36 periods a semester. It is divided into 10 chapters introducing various business topics and situations including face-to-face communication, telephoning, business presentations, job interviews, business travel and entertainment, negotiations, leadership, trade fair, corporate culture and staff motivation. The main purpose of this course is to familiarize students with various business situations and help them master effective communication skills. By doing plenty of pair work, group discussions, and role playing, students are expected to be able to use English appropriately, flexibly and creatively.三、课程性质与教学⽬的本课程的适⽤对象为具有⼀定英语基础的⾮英语专业本科⽣。
商务英语口语Unit 13. Complaints and Claims[精]
![商务英语口语Unit 13. Complaints and Claims[精]](https://img.taocdn.com/s3/m/f59f467314791711cc7917f6.png)
3. We should have received 20 tons of goods, but the reality is we only get 15 tons. You should be responsible for the short loading. 我们本应该收到二十吨的货，可事实是我 们只拿到了十五吨，你方应该为这次的短 重负责。
20. We are regretful for the losses you have suffered and hope the quality of the consignment will make up for the late delivery. 对于你方蒙受的损失我方很遗憾，希望这批 货的质量能够弥补晚交期带来的问题。
To form monologues about complaints and claims
To make an oral presentation about complaints and claims
Part 2 Useful Sentences
Read loudly the following sentences about complaints and claims and understand their meanings.
由于你方交货期的推迟，我方将因为赶不上圣 诞节这一旺季而损失惨重。 10. We have to file a claim against you for the
short weight. 因为短重的问题，我们已向你方提出了索 赔。
11. Since we concluded the business on CFR basis, I have to put forward to a claim with you for the losses.
商务英语信函complaints claims and adjustment
9.3.1. Complaint of wrong goods delivered
Dear Sir/Madam,
Our Order No. 189
We duly received the documents and took delivery of the goods on arrival of the S. S. “Happiness” at Ningbo.
goods of our Order No. 9876, but found that the quality is
Acknowledging receipt.
not same as previous. The goods are out of shape and
workmanship is too rough. Enclosed is a sample for your Stating unfortunate
Yours sincerely,
9.3.7. The buyer asking the seller to make the insurance claim
Dear Sir/Madam,
Our Order No. 119
When the S. S “Merry Sailor” arrived at Hangzhou on 13th August, it was noticed that a part of cases, nearly half were wet. We therefore had all the wet cases opened and the contents examined by a local insurance surveyor in the presence of the shipping company’s agents. Each case was invoiced as containing 10 dozen cartons, four or five of which were badly damaged, and the goods have lost a great deal of their quality by wetting from sea-water.
【商务英语课件】Unit-10--Complaints-and-Claims
Smith: Mm, this is really very serious… Hudson: I’m glad you think so. I’m absolutely disgusted with the way I’ve been treated by your company. But what are you going to do about it, Mr. Smith? Smith: I’m going to make some inquiries right away, then call back when I’ve sorted things out. Hudson: OK. Smith: I’m really very sorry, Mr. Hudson, for all the trouble you’ve had. It’s not the way we like to do things… Hudson: I hope so.
3. Discuss the following questions in pairs or small groups.
1) Which do you think are the most effective complaint tips you have worked out above? Why?
Hudson: No, Miss, I’m afra to complain, but Ive had a lot of trouble with your company, one way or another. I’m going right to the top this time.
inferior quality
2. When you purchase a product that is defective or doesn’t perform properly, how do you lodge a complaint that will get results? Discuss with your partner to work out as many tips as you can for effective complaints.
《实用商务英语写作教程》课件Chapter 12 Reply to Complaint
Sample letter 1—goods delivered wrongly
• Dear Ms Roswell • Thank you for your letter regarding the mistake with your order (number 5920-887). As I said in our telephone conversation yesterday
How to Respond to the Complaint Letter
When responding to a customer complaint, it’s important to make sure your tone is specific:
• Respond specifically to the issues brought up by the customer. • Provide a specific apology that acknowledges any mistakes on your end. • State exactly what you intend to do to make it right. • Propose how you will improve the customer’s experience in the future.
• This morning we shipped the shortfall of 100 OPPO H135 earphones via FedEx, as you requested in our conversation. They should arrive no
later than the afternoon of October 13, 2018. I would also like to offer you a 5% discount on your next orders, as a sign of our commitment to customer satisfaction.
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★1. Tongue Twisters
(1) He threw three free throws. (2) New cheese, blue cheese, chew cheese please. (3) A clan of cool crows clings close in cold climates. (4) Blue glue gun, green glue gun. (5)A noise annoys an oyster, but a noisy noise annoys an oyster more!
Do you know how to lodge and settle a claim?
★Preparatຫໍສະໝຸດ ons ★Project Study 1
Dialogue: Lodging a Complaint
Role-play： Role-play the above-
mentioned dialogue in pairs.
★Project Study 2
Dialogue: Accepting the Claim
Role-play : Role-play the above-mentioned dialogue in pair
★Project Study 3
Dialogue:
Declining a Claim
Role-play: Role-play the above-mentioned
dialogue in pairs.
★1. Terms Practice
(1) invoiced cost (3) improper packing (5) crop up (7) complaint (9) attribute to
(2) be liable for (4) shockproof (6) in details (8) refrigeration (10) amicably
1.Terms Match
(1) entertain a claim (2)settle a claim (3) withdraw a claim (4) admit a claim (5) reject a claim (6) waive a claim (7) accept a claim (8) dismiss a claim (9) make a claim (10) lodge a complaint
To acquire appropriate knowledge about how to reply to complaints and claim.
Brief Introduction
A complaint refers to a statement that a situation is unsatisfactory or unacceptable, or that someone has done something wrong. While a claim refers to an application for compensation under the terms of an insurance policy.
A.撤回索赔 B.拒绝索赔 C.接受索赔 D.受理索赔 E. 解决索赔 F.放弃索赔 G.驳回索赔 H.同意索赔 I.索赔 J.投诉
Have you ever heard of a complaint?
Can you give us an example of a famous complaint event?
(1) I must say the case is too serious. (the case)
(2) But I have to say that I have to lodge a claim with your corporation. (lodge a claim with)
(3) But to our great surprise, they are not in proper condition. (in proper condition)
Scene of Project 3: Mr. King is lodging a complaint for the batch of Maotai wine, which has been imported from Miss Yang’s. But Miss Yand declines his claim.
Mr. Stronghold has ordered 1 000 pieces of glass vases from Changsha Glassware Company. But on examination, 5% of them was found broken. Mr. Stronghold lodged a claim against this. How are you going to persuade him out of the claim and settle it in a satisfactory way?
Situation I
When the goods arrived, it was found that there was a difference of 20 tons between the actual landed weight and the invoiced weight of 160 tons. It had been caused by moisture loss because of the different climates. According to the contract, the maximum allowance for natural loss is 5%. The claim for 12 tons compensation is just fair.
(4) We hope this unfortunate accident will not affect business between us. (affect)
(5) We had the medicine inspected immediately when the goods arrived, and a shortage of 20 kg was found. (a shortage of)
实用商务英语口语教程Programme 13 Complaints and Claims
1. A bad compromise is better than a good lawsuit. 2. A bad thing never dies. 3. To err is human. 4. A burnt child dreads the fire.
(8) In view of our long business relationship, we would like to settle the dispute friendly. (in view of)
(9) I have to make a complaint for the batch of Maotai wine. (make a complaint for)
To grasp the relevant terms and expressions on complaints and claims;
To understand the requirements and process of complaint and claim;
To learn to express yourself accurately when lodging and settling a complaint or claim;
(4) How to decline a claim? Use what you have learned in this programme.
Vogue Words
Scene of Project 2: Miss Johnson is the secretary of a company. As soon as she gets off the plane, she comes to the office of Mr. Sun directly in order to talk about the matter of claims.
(10) I’ m afraid we can’t entertain your claim. (entertain one’s claim)
Mr. Zhao: 我方不得不对贵公司提出索赔。 Mr. Brown: What has happened? Mr. Zhao: 是关于那500吨冷冻海产品的事情。 Mr. Brown: Say it in details. Mr. Zhao: My goods have arrived at the Dalian port. 让我们非常意外的是它们情况不是特别好。 Mr. Brown: I’m awfully sorry to hear that. What is the trouble? Mr. Zhao: Thermal insulation layer of some boxes has been damaged, which apparently attributed to faulty packing. Some of the frozen seafood has melted. Mr. Brown: Where are the goods now? Mr. Zhao: In the refrigeration storage near the port. I have brought the inspection certificate issued by the inspection bureau. Mr. Brown: 我方将对贵方的投诉给予及时的重视。 Mr. Zhao: 在这种情况下，建议贵方依照发票金额给予30％的折扣。 Mr. Brown: That may be too much. What about 25%? This is the maximum concession we can do. Mr. Zhao: OK.