商务写作期末复习资料

Complaint concerning qualityDear SirsWe have recently received several complaints from customers about your fountain pens. The pens are clearly not giving satisfaction and in some cases we have had to refund the purchase price.The pens are part of batch of 500 supplied against out order number 8562 dated 28 March. This order was placed on the basis of a sample pen left by your representative. We have ourselves compared the performance of this sample with that of a number of the pens from this batch, and there is little doubt that many of them are fault some of them leak and others blot when writing.General structure of bad-news messagesThe general structure:-begin with agood news comes before bad newssomething the reader will respond positivelya reference to some early communication, small talks-explain why the refusal has to be made-state the bad news(make it clear, offer some constructive suggestions)- Close positivelydon’t apologizeFunctions and Principles of Business WritingTactful:婉转的Blunt:直率的T：Sometimes policy wording is a little hard to understand. I’m glad to clear up these questions for you.B: obviously, if you’d read your policy carefully, you’d be able to answer these questions yourself.T: If I understand your letter correctly…..B: Your letter is not clear at all. I can’t understand it.T: As mentioned in my May 15 letter to youB: Apparently you have forgotten what I wrote you two weeks ago.申请做代理人Dear Sir or Madam:I recently attended the international Exhibition in Ningbo and was impressed by the high quality service and reasonable prices of your products. Having since seen your full catalogue, I am convinced that there is a promising market for your products here in Ningbo.I am an English teacher, working in College of Science &Technology Ningbo University. ………your advantages1.The traffic is convenient. People can arrive at it by bus, the bus comes every 5 minutes, andalso can get there by taxi. The customer can easy to find the parking area.2.The population densification. Especially, the major part is the youth, they are familiar withWeiqian.Importer asks for sale agencyDear SirAt the Guangzhou spring fair, we were impressed by the high quality, attractive design and reasonable prices of your cameras. We have read your full catalogue and are convinced that there is here in Seattle a promising market for your products. If you are not already represented here, we should be interested in acting as your sole agents.As leading importers and distributors of more than twenty years’standing in the photographic trade, we have a good knowledge of the Seattle market and have fostered close business relations with the domestic wholesalers in this district. We feel confident that if you give us any opportunity to deal in your goods the result will be entirely satisfactory to both of us.Please let us know your quotations, the rate of our commission, and payment terms, so that we may begin negotiating with our customers to secure their orders. We await your affirmative reply.Exercise1)He went to the fair for the purpose of finding a partner2)We plan to give consideration to the idea at the meeting.3)It is necessary that the project be finished by next month.4)We are in receipt of the letter you sent to us on May,24.5)It is known that we must reduce the labor force by 20% in order to cut the cost.6)We wish to let you know that we fully appreciate the confidence you reposed in us.7)The course will be of benefit to him in his accounting work.8)It is not the desire of this firm not to allow its young engineers to assume some responsibility.9)Mail your payment at once.10)Perhaps you could afford to run a store that way, but we cannot.11)The problem would not have happened if you had connected the wires properly.12)Your television’s guarantee is up, so you will have to pay for it to be fixed.13)I am writing to complain because I was very unhappy with the way I was treated in your storetoday.1.purpose of --to find a partner2.Give consideration to the idea--discuss,3.It is necessary that --the project must be finished``4.In receipt of the letter you ---of you letter of May```5.In order to ---to6.Appriciate---thank you for your confident in us7.```8.Unfortinataly your```is up.so you must pay for fixed it.9.Please mail you``--as soon as possible,immediately10.We can not afford to```because11.We cannot do anything about your``--we can help you out if you``12.The problem can be solved by connect the wres properly14.I am feeling unsatisfied of your service.The direct approach in complaints and claims:The direct approach can be used for some complaints, particularly when they are small in value and significance and when the evidence is conclusive.Organizations:state the problem directly, with background information if necessary(a survey report,facts,etc.) What action you require, with a deadline.a warning of what will happen if the action does not take place(if necessary)End positively with a friendly but firm tone(cordial attitude, appreciation of an early solution)Reply(accepting complaint):DearThank you for your letter dated 10 May pointing our faults in the pens supplied to your order number 8562.This has caused us a good deal of concern and we are glad that you brought this matter to your notice.We apologies for the inconvenience this has caused you.Reply(rejecting complaint):DearWe are sorry to learn from your letter of 10 May of the difficulties you are having with the pens supplied to your order number 8562.```````We sympathize with your problem but regret that we cannot accept your suggestion to take back all the unsold````and on this particular batch are prepared to allow you a special discount of 5% to compensate for your inconvenience.We trust you will accept this as being a fair and reasonable solution of this matter.Please give me a call on 21327 if you have any further questions.Yours sincerely典型错误句子案例分析：13.We have evaluated your work performance,and you need correct yourself.14.We can hardly finish the assignment by seven tomorrow morning.15.Each manager has to certify that the time card for his section is correct.16.Due to our tight budget,hope you pay the bill within 20days.17.We would not like to but have to file a law sue if your bill isn’t paid on Jan.23.18.You’ll have no need to worry about your money because of Huaxia Bank’s stable rate.19.As a manager of Customer Complaint Department,I am so sorry about the bad service you had.General structurea thank you to the sendera show of understanding and an explanationan apology if the receiver is at faultan outline of action taken/to be takenThe exercycle is not guaranteed for lifeCustomers under 60 are not eligible for the Prime Time discountWe will not allow you to charge more than 1,500 on your Visa accountYou will not qualify for the student membership rate of 25 a year unless you are a full-time studentMemosCharacteristics of successful memos> subject headings: To, From, Date and Subject>single topic: one topic, easy to file and retrieve the memo>conversational tone: ordinary words, first-personpronoun and occasional contractions>conciseness: no background information, no goodwilleffort, nowordy expressions or sentences>visual signaling: numbers or bullets, boldface or italics.Headings and subheadingsMemo on Sales SeminarTo: All Marketing StaffFrom: David ShawSubject: Sales Seminar on Promotional StrategiesDate: May 18thA sales seminar on XXXXXX is being held at XXXX from 9:00am to 11:00am on May 25th. The seminar is chaired by XXXXX and it will be extremely informative and instructive.It is strongly recommended that every member of the marketing force attend this seminar. I am confident that it really pays to attend this seminar. Anyone who cannot attend the seminar shall have a justifiable reason and shall tell me no later than 20th.As usual we will pay the entrance fees for all those attending.The status QuoThe company scale ----manufacturing capacity, assets, employees.Administrative organizations-----1.effective management is indispensable for sound operation of the company. 2. When you introduce administrative organizations, you shall focus on the company’s most significant departments.Business scope/ major productsAchievements---is the greatest important in the company profile, usually demonstrated by the output, sales and market share.Corporate culture: sample 1 (P&G)Core value by which we live: 1. leadership; 2. ownership; 3. integrity; 4. passion for winning;5.trust.Principles:These are principles and supporting behaviors which flow from our Purpose and Values:We show respect for all individuals.The interest of company and the individual is inseparable.We are strategically focused on our work.Innovation is the cornerstone of our success.We are externally focused.We value personal mastery.We seek to be the best.Mutual interdependency is the way of life.Foreground or development plan:As a inventor company, we plan to continue setting trends in（引领）research intensive areas. Innovations are the foundation for our competitiveness and our corporate growth, and thus our success in the future.Job Application Letters:The job application letter is also called the resume _____ ______．As a kind of business letter，it is essential to job-hunting．Its purpose is to attract the ____ of your prospective employer to give you a job interview．On general，a job application letter should contain the following content: AIDA: attention, interest, desire, actionTo tell how you got to know this _____ and the purpose of this letter.To introduce ______ informationTo explain the ______ of applying for this position or changing the jobReferencesEndPleasantries (客套话)OpeningI wish to apply for the post…advertised in the…on…I was interested to see your advertisement in…and wish to apply for this post.I am writing to enquire whether you have a suitable vacancy for me in your organization.I understand from Mr…, one of your suppliers, that there is an opening in your company for…Mrs…informs me that she will be leaving your company on…and if her position has not been filled, I should like to be considered.ClosingI look forward to hearing from you and to being granted the opportunity of an interview.I hope you will consider my application favorably and grant me an interview.I look forward to the opportunity of attending an interview when I can provide further details.Applying for a Position of Assistant AccountantDear Mr．Smith，I am writing to you to ask if you have a vacancy on your staff for an assistant accountant．My education and experience give me the confidence to apply for this position．I graduated from Dongbei University of Finance and Economics，majoring in accounting．I have been working in the costing department of ABC Company for the past two years．The only reason for my seeking another employment is that ABC is moving to a new location in the northwest of the city，which is very far away from my home．It is inconvenient for me to go to work every day．Attached is my curriculum vitae，together with the names of my references．If there is some opportunity of a vacancy occurring in the near future，1 would greatly appreciate being given an interview．You may call me at 6573298 or email at feifei@I look forward to your reply．Yours faithfully，Application for Post of Data Processing TraineeDear Sir，I would like to apply for the post of Management Trainee in your Data Processing Department advertised today in The Guardian．I obtained A level passes in Mathematics, Physics and German at Marlborough College, Wiltshire. The College awarded me an open scholarship to Queens College, Cambridge, where I obtained a first in Mathematics and a second in Physics. After leaving university last year I accepted a temporary post with Firma Hollander & Schmidt in order to improve my German and gain some practical experience in their laboratories at Bremen. This work comes to an end in 6 weeks’time.My special interest for many years has been computer work and I should like to make it my career. I believe my qualifications in Mathematics and Physics would enable me to do so successfully.I am unmarried and would be willing to undertake the training courses away from home to which you refer in your advertisement.My former Housemaster Mr T Gartside, has consented to act as my referee. I hope that you will take up these references and grant me the opportunity of an interviewYours faithfully，Rhetoric Characteristics of English Advertising:(1) _________Light as a feather．(glass)Time is money (Xerox)(2) ________Unlike me，my Rolex never needs a rest．(Rolex)Flowers speak from the heart．(Florist)(3) ________No more sore feet, no more crowded stores ,no more endless shopping lists．With just one phone call，you can wrap up all your holiday shopping by giving Newsweek as a gift．to your family and friends (by Newsweek)(4) ________Try our sweet corn．You’ll smile from ear to ear．Ask for More．(More Cigarette)(5) ________We have hidden a garden full of vegetables where you’d never expect．In a pie．(food) The world is shrinking．(magazine)(6) ________Make up your mind before you make up your face．(Cosmetic)Soft curl．soft color．soft touch．PERMASOFT．(Shampoo)(7) ________Health, Humor＆Happiness．Gifts we’d love to give．A smooth silky skin．(Cosmetic)Get three．The fourth is free．(book)Flash，dash, classic splash．(drink)(8) _______Mini size．Maxi sound．(stereo)Big thinking in small sizes．(baby’s clothes)No problem too large，No business too small．1IBM)运动品牌广告语大全阿迪达斯Adidas：没有不可能（impossible is nothing耐克Nike：Just do it 事在人为；想做就做。