商务英语口语Unit 13. Complaints and Claims
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Make a monologue talking about how you can file a claim against your supplier about improper packing successfully.
2. [BEC2题型]
Make a mini-presentation before the class following the hints below.
▪ Monologue 1 ▪ Monologue 2
▪Part 5 The Presentation Sample
▪ Read aloud the following presentation script and try to recite it.
▪Part 6 Tasks
1. [商英国考(二级)题型]
▪ 6. We are sorry to tell you that the goods you sent us this time are rather different from the sample we had received before. 很遗憾的是你们这次发的货和我们之前 收到的样品并不吻合。
▪ 16. The home office asked me to drop in on you. They said you had a complaint. 总公司要我来拜访您。他们说您要投诉。
▪ 17. We regret to see that one case of our shipment arrived in a badly damaged condition. 获悉我们这次有一箱货物在抵达时受损严 重，我们深感歉意。
▪ From what aspects can you file a claim against your supplier successfully?
—— product defectiveness caused by the factory
—— rough handling with loading and unloading the goods
▪ 4. The quality of these goods is not satisfactory at all. 交付的货物质量一点都不令人满意。
▪ 5. These cartons don’t appear to have been properly packed. They have been soaked. 这几箱显然是没有包装好，全浸透了。
▪ 24. We hope our settlement of the claim is satisfactory to you. 我们希望你方能满意我们对这次索赔的解决 办法。
▪ 25. Upon our investigation, the breakage of the consignment this time is caused by rough loading in the port, so you should hold the shipping company responsible for the claim, not us. 经过我方调查，这次货物的破损问题是由港 口的粗暴装卸导致的，因此贵公司应该要求 船公司对此次索赔负责，而不是我公司。
▪ 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.
▪ 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。
商务英语口语Unit 13. Complaints and Claims
Part 1 Teaching Aims
▪ To say sentences about complaints and claims
▪ To form conversations concerning complaints and claims
▪ 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。
▪ 7. Our clients are very dissatisfied with this consignment because the color of the vase is amber not yellow.
我们的客户对这批货很不满意，因为花 瓶的颜色应该是琥珀色而不是黄色。 ▪ 8. On opening the carton, we are shocked
▪ 1. Due to your inferior quality, we have no choice but to file a claim against you. 由于你方的品质低下，我们别无选择，只 能要求索赔了。
▪ 2. Now that you fail to deliver the goods on time, we shall pay high prices for the delay. 由于你方未能准时交货，我方将要为延期 付出昂贵的代价。
▪ 18. We have shipped the replacement goods and we believe that this time you will be satisfied. 我们已经运出更换的货物，相信您会满意 的。
▪ 19. We apologize for any inconvenience you have been put to by our error, and will do our best to prevent any recurrence. 对于此次失误给贵公司带来的麻烦，我们深 表歉意，并将尽力避免今后再次出现这样的 错误。
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.
▪Part 3 Conversations
Read aloud the following two conversations and then demonstrate them.
▪ Conversation 1
▪ Conversation 2
▪Part 4 Paragraph Samples
▪ Read aloud the following two monologues and then demonstrate them.
▪ 14. We expect that you can solve this problem so that we can maintain our fine relationship. 我们希望您能解决这一问题，以便我们保持 良好的关系
▪ 15. We shall not get to the bottom since this is our first claim. 由于这次索赔是第一次，我方就不再深究 了。
▪ 21. We feel deeply regretted that we cannot accept your claim. 很抱歉我们不能接受你方的索赔。
▪ 22. We are sorry to learn that we fail to meet your required delivery time, but it is big season for the factory and their workload is really too heavy to carry. 很遗憾我们没有按你方要求的交货期按时交 货，但眼下是工厂的生产旺季，他们的工作 量已经大的不堪重负了。
—— short weight —— inadequate packing —— postponed delivery
3. [商英国考(二级)题型] You’re requested to make a conversation with your partner according to the following situation and the two tip cards.
▪ Situation: Mr. Kim is talking with Jessie Liu about a claim.
Tip Card
1
You are: Mr. Kim, an importer fromቤተ መጻሕፍቲ ባይዱ
Canada.
You need to: State clearly your purpose to file a claim. Elaborate the cause of the claim against your supplier Jessie Liu. Elaborate a 5% compensation of the total volume for the loss your have suffered from the damaged goods. Accept 4% compensation with the condition that the replacement will be delivered ASAP. Restate the importance of goods quality. You start the conversation.
因为我们是以CFR价成交的，所以 这次损失我只好向你们提出索赔要求了。 ▪ 12. We are claiming compensation
because of your breach of the contract. 由于你方的违约行为，我们要提出赔偿。
▪ 13. I’m afraid you should compensate us by 3% of the total sum of the contract. 贵公司需要赔偿我们本次合同总额的百分之 三。
▪ 23. We have received your remittance for settling our claim and will inform our home office to give up the claim immediately. 我们已经收到了你方解决我们索赔问题的汇 款，并将立刻告知总部立即放弃索赔。
because it contained completely hocked shocked different items. 一打开纸箱，我们很惊讶的发现里面装 的是完全不同的货物。
▪ 9. Due to your delay of the shipment, we shall suffer from great losses of failing to meet the big season of Christmas.
2. [BEC2题型]
Make a mini-presentation before the class following the hints below.
▪ Monologue 1 ▪ Monologue 2
▪Part 5 The Presentation Sample
▪ Read aloud the following presentation script and try to recite it.
▪Part 6 Tasks
1. [商英国考(二级)题型]
▪ 6. We are sorry to tell you that the goods you sent us this time are rather different from the sample we had received before. 很遗憾的是你们这次发的货和我们之前 收到的样品并不吻合。
▪ 16. The home office asked me to drop in on you. They said you had a complaint. 总公司要我来拜访您。他们说您要投诉。
▪ 17. We regret to see that one case of our shipment arrived in a badly damaged condition. 获悉我们这次有一箱货物在抵达时受损严 重，我们深感歉意。
▪ From what aspects can you file a claim against your supplier successfully?
—— product defectiveness caused by the factory
—— rough handling with loading and unloading the goods
▪ 4. The quality of these goods is not satisfactory at all. 交付的货物质量一点都不令人满意。
▪ 5. These cartons don’t appear to have been properly packed. They have been soaked. 这几箱显然是没有包装好，全浸透了。
▪ 24. We hope our settlement of the claim is satisfactory to you. 我们希望你方能满意我们对这次索赔的解决 办法。
▪ 25. Upon our investigation, the breakage of the consignment this time is caused by rough loading in the port, so you should hold the shipping company responsible for the claim, not us. 经过我方调查，这次货物的破损问题是由港 口的粗暴装卸导致的，因此贵公司应该要求 船公司对此次索赔负责，而不是我公司。
▪ 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.
▪ 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。
商务英语口语Unit 13. Complaints and Claims
Part 1 Teaching Aims
▪ To say sentences about complaints and claims
▪ To form conversations concerning complaints and claims
▪ 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。
▪ 7. Our clients are very dissatisfied with this consignment because the color of the vase is amber not yellow.
我们的客户对这批货很不满意，因为花 瓶的颜色应该是琥珀色而不是黄色。 ▪ 8. On opening the carton, we are shocked
▪ 1. Due to your inferior quality, we have no choice but to file a claim against you. 由于你方的品质低下，我们别无选择，只 能要求索赔了。
▪ 2. Now that you fail to deliver the goods on time, we shall pay high prices for the delay. 由于你方未能准时交货，我方将要为延期 付出昂贵的代价。
▪ 18. We have shipped the replacement goods and we believe that this time you will be satisfied. 我们已经运出更换的货物，相信您会满意 的。
▪ 19. We apologize for any inconvenience you have been put to by our error, and will do our best to prevent any recurrence. 对于此次失误给贵公司带来的麻烦，我们深 表歉意，并将尽力避免今后再次出现这样的 错误。
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.
▪Part 3 Conversations
Read aloud the following two conversations and then demonstrate them.
▪ Conversation 1
▪ Conversation 2
▪Part 4 Paragraph Samples
▪ Read aloud the following two monologues and then demonstrate them.
▪ 14. We expect that you can solve this problem so that we can maintain our fine relationship. 我们希望您能解决这一问题，以便我们保持 良好的关系
▪ 15. We shall not get to the bottom since this is our first claim. 由于这次索赔是第一次，我方就不再深究 了。
▪ 21. We feel deeply regretted that we cannot accept your claim. 很抱歉我们不能接受你方的索赔。
▪ 22. We are sorry to learn that we fail to meet your required delivery time, but it is big season for the factory and their workload is really too heavy to carry. 很遗憾我们没有按你方要求的交货期按时交 货，但眼下是工厂的生产旺季，他们的工作 量已经大的不堪重负了。
—— short weight —— inadequate packing —— postponed delivery
3. [商英国考(二级)题型] You’re requested to make a conversation with your partner according to the following situation and the two tip cards.
▪ Situation: Mr. Kim is talking with Jessie Liu about a claim.
Tip Card
1
You are: Mr. Kim, an importer fromቤተ መጻሕፍቲ ባይዱ
Canada.
You need to: State clearly your purpose to file a claim. Elaborate the cause of the claim against your supplier Jessie Liu. Elaborate a 5% compensation of the total volume for the loss your have suffered from the damaged goods. Accept 4% compensation with the condition that the replacement will be delivered ASAP. Restate the importance of goods quality. You start the conversation.
因为我们是以CFR价成交的，所以 这次损失我只好向你们提出索赔要求了。 ▪ 12. We are claiming compensation
because of your breach of the contract. 由于你方的违约行为，我们要提出赔偿。
▪ 13. I’m afraid you should compensate us by 3% of the total sum of the contract. 贵公司需要赔偿我们本次合同总额的百分之 三。
▪ 23. We have received your remittance for settling our claim and will inform our home office to give up the claim immediately. 我们已经收到了你方解决我们索赔问题的汇 款，并将立刻告知总部立即放弃索赔。
because it contained completely hocked shocked different items. 一打开纸箱，我们很惊讶的发现里面装 的是完全不同的货物。
▪ 9. Due to your delay of the shipment, we shall suffer from great losses of failing to meet the big season of Christmas.