李蕾 商务英语函电 课后题答案 11

Unit T en Complaints and Adjustments

Part Five: Exercises

Exercises in Class

I. Answer the Following Questions:

1. There are two kinds of complaints being frequently made by buyers:

1) The genuine complaint, which arises from one of the following situations:

a. The wrong goods may have been sent.

b. The quality may not be satisfactory.

c. The goods may have been delivered damaged or late.

d. The prices charged may be excessive, or not as agreed.

2) The market complaint, which arises from some complaints that are not based on real

reasonable causes but from evil intentions.

a. The buyer finds fault with the goods as an excuse to escape from their contract

obligations.

b. The buyer doesn’t want the goods any longer because he has found that he can

get them at cheaper prices or because the market condition of these goods is

declining at his end.

2. When making a complaint, plan your letter as follows:

1) Begin by regretting the need to complain.

2) Mention the date of the order, the date of delivery and the goods complained about.

3) State your reasons for being dissatisfied and ask for an explanation.

4) Refer to the inconvenience caused.

5) Suggest how the matter should be put right.

3. When making a reply to complaints, the seller should include the following:

1)The first thing that has to be decided is whether the complaint is justified. If so, then

the seller has to admit it readily; express his regret and promise to put matters right.

2) If the complaint is not justified, point this out politely and in an agreeable manner. It

would be a wrong policy to refuse the claim off hand.

3) If the seller cannot deal with a complaint promptly, acknowledge it at once. Explain

that he or she is looking into it and that he or she will send a full reply later.

4. No, it is not necessary to do so, because the buyer who made the compliant only cares

about how the seller would remedy and how much he will be compensated.

II. Tick off the one that fits into each of the following sentences most appropriately:

1. B

2. A

3. A

4. C

5. B

6. D

7. A

8. C

9. B10. B

III. Revise the following reply-to-a-complaint letter so as to work out a successful one.

My dear Mr. Harrington:

By parcel post, prepaid, we have mailed you today one winding arm and record platform to replace those that did not arrive in your recent shipment. The originals were