国际商务英语口语(第二版)unit 11

consumption [ kən'sʌmpʃən ] n.
消费
NEW WORDS & EXPRESSIONS
crush [Fra Baidu bibliotekkrʌʃ ] v.
leak [ li:k ] v. in good order proof [ pru:f ] n. apparently [ ə'pærəntli ] adv. rough handling
捐助, 捐献, 贡献 因为 疏忽
Inconvenience [ ,inkən'vi:njəns ] 麻烦, 不方便之处
USEFUL SENTENCES
提出投诉及索赔
LOGO
1. I’ve got a complaint to make, since this lot of goods is not up to the contract standard. 我要提出投诉，这批货不符合合同标准。 2. This is the first order between us but we are not satisfied with it. 这是我们与你方的第一笔订单，但是我们非常不满意。 3. We have to file/ lodge/ put in/ make/ raise/ register a claim against/ with/ on you for inferior quality. 我们不得不因为劣质而向你方提出索赔。 4. This consignment is much inferior in quality to our samples. 这批货的质量大大低于我们的样品。 5. One of the cases of your goods arrived in a badly damaged condition. 该批货中有一箱到达后发现受损情况严重。
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USEFUL SENTENCES
同意索赔
LOGO
1. We agree to replace the defective products for you. 我们同意给你方替换有问题的产品。 2. Please return the faulty goods on the next available ship. 请用下一便轮把有问题的货物退还我方。 3. We’ll accept your claim for the 150kg short weight. 我们接受你方对150公斤短重的索赔。 4. We’ve decided to pay compensation for 5% of the total value but you should bear the cost of the inspection fee. 我们决定向你方赔偿发票总金额的5％，但你方要支付检验费用。 5. We propose we compensate you by 3% of the total value plus re-inspection fee. 我们提议赔偿你方总金额的3％加复验费。
压碎, 碾碎
漏, 泄漏 情况正常；整齐 证据 显然地 粗鲁搬运
survey report surveyor [ sə:'veiə ] n.
contribute [ kən'tribju:t ] v. is contributed to negligence[ 'neglidʒəns ] n.
检验报告 检验师，检查员
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USEFUL SENTENCES
回应索赔
LOGO
1. What seems to be the problem? 问题是什么？ 2. I’m sorry to hear that. Complaints of this sort are very rare. 很抱歉听你这么说。这一类的投诉很少见。 3. Could you tell us exactly how the quality of the goods is inferior? 你能不能确切地告诉我货物的质量是如何劣质？ 4. I promise I’ll check into these problems, and find out if they were our fault. 我保证一定会仔细调查这些问题，看看是不是我们的错。 5. We’ll make a thorough investigation to find out where the responsibility actually lies. But before that we can’t promise anything. 我们要进行彻底调查，以查明责任所在。但是在这以前，我们不能 作出任何承诺。
NEW WORDS & EXPRESSIONS
complain [ kəm'plein ] v. claim [ kleim ] n. / v. to lodge/file a claim
抱怨，控诉 索赔 提出索赔
approve [ ə'pru:v ] v. specific [ spə'sifik ] adj.
LISTENING PRACTICE
A: Miss Li, I have something very unpleasant to talk with you. B: What’s the problem? A: It’s about your consignment of 150 cases of canned fruit. The shipment arrived at our port yesterday, but we are sorry to find twenty cases badly damaged . None of them is suitable for consumption. B: Really? What on earth happened? A: The cases were crushed and the cans were broken . The juice had leaked from the cans. claim and ask for compensation. I’m afraid I have to file a B: But, Mr. Gardin, the goods were in good order when they were shipped on board. The clean bill of lading signed by the captain of the ship is proof of that. A: But it is a fact that twenty cases of your shipment were damaged. B: Well, apparently, the damage must be due to rough handling in transit . I regret to tell you that we can’t entertain your claim. A: If that’s the case, what we are going to do is … B: I suggest you ask the shipping company first. If they decline your claim, you may turn to the insurance company. The insurance company is PICC and they have an agent in your city. We’ve covered the risk of breakage for this shipment. A: OK, Miss Li, thank you very much for your time and your information. B: You’re welcome. Feel free to contact me if we can be of any help. A: Thank you, goodbye. B: Goodbye.
quality control system replacement [ ri'pleismənt ] n. defective [ di'fektiv ] adj.
批准, 通过 详细而精确的, 明确的
质量控制体系 交换, 代替者 有缺陷的,有欠缺的
compensation [ kɔmpen'seiʃən ] 补偿, 赔偿 express [ iks'pres ] n. 快车, 快递
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LISTENING PRACTICE
A: Good morning, Mr. Potter. Please be seated. B: Good morning, Miss Yang. Today I’m here for the 3000 pieces of Boy’s T-shirts under Order No. CX216. A: Is there anything wrong with it? B: Unfortunately, we’ve found that the quality is different from the approved sample. So my head- office sent me to have a talk with you. A: Oh, I’m sorry to hear that. Could you be more specific? darker than that of the sample. B: Yes. The color is A: Really? How could this happen! We have a very strict quality control system. Then, would you please email us some pictures and send us some samples of the _________color? wrong B: All right. But the problem is that our customer is waiting for the complete order. Can you send us replacements immediately? A: I’m sorry, Mr. Potter. We must get the defective goods before we can make any_____________. compensation So, please send back the samples first. We’ll contact you as soon as we get them. B: OK. We’ll express the defective samples to you immediately. I hope you’ll handle it as a matter of urgency . A: Of course we’ll.
Unit Eleven Claims
LOGO
1. New Words & Expressions 2. Useful Sentences 3. Listening Practice 4. Conversations （视频） 5. Practice & Keys to Exercises
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USEFUL SENTENCES
描述损失并提示证据
LOGO
1. The goods have been so heavily saturated by rain that they’re unsaleable. 这些货被雨水淋湿得很严重，已经不能出售了。 2. The certificate indicates that some of the machine tools are rusted. 证明显示部分的机器零件已经生锈了。 3. On checking we find there’s a shortage of 150 kilos. 经检查，我们发现短重150公斤。 4. We find that your shipment is not in conformity with the agreed specifications. 我们发现你方船货不符合我方同意的规格。 5. The sweaters you delivered do not match the sample we provided. They’re different in design. 你们交的毛衣和我们提供的样品不一致，两者在图案方面有差别。
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USEFUL SENTENCES
拒绝索赔
LOGO
1. Your claim is not convincing at all. 你方的索赔毫无说服力。 2. Without a survey report issued by a respectable public surveyor, we can’t take your claim into consideration. 没有知名的公正行出具的调查报告，我们对你方的索赔不予考虑。 3. We regret to tell you that your claim cannot be entertained as it is raised far beyond the time limit stipulated in the contract. 我们很遗憾地告诉你们，你方的索赔不能被受理，因为它已远远超过合同规 定的索赔期限。 4. The cause for delay in shipment was beyond our control. In fact, we were not at all to blame in this matter. 装运延误的原因不是我们所能控制的。事实上，对此我们根本不该负责。 5. We wish to settle this dispute fairly, so we suggest that we submit it to arbitration. 我们希望公平地解决我们的争端，所以我们建议将其提交仲裁。