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- UNIT 1 First impressions count!
Реферат Курсовая Конспект
UNIT 1 First impressions count!
UNIT 1 First impressions count! - раздел Образование, Introduction At Some Point In Life, Everyone Has To ...
Introduction
At some point in life, everyone has to write business correspondence of some sort: a job application, a letter to the bank manager, an invoice to a supplier, even a complaint to the council or giving notice to a landlord.
Business correspondence generates more paper world-wide than any other form of written communication. Even the e-mail revolution has simply generated more paper: we print out the communication appearing on our computer screens without a second thought, and download and print vast quantities of information from the Internet. In fact most telephoned and telegraphed communications have to be confirmed in writing.
Correspondence, whether it is by letter, fax, or email, is a key aspect of the world of commerce and business. It reflects on the competence and professionalism of the person who has written it and the company he or she works for. Clear, effective correspondence is an important part of running an efficient business, and can promote good relations. Unclear or confusing correspondence can cause many problems, and can lead to misunderstandings, delays, lost business, and poor relations between individuals, departments, and companies. Therefore, writing skills – what is written and how it is expressed – should be as much a part of a business education as accountancy or economics.
The Handbook of Commercial Correspondence is intended for people who need to write commercial correspondence in English as part of their work, and for students of business and commerce who plan to make a career in the business world. It aims to provide practical help in writing commercial correspondence of all kinds, including letters, faxes, emails, reports, memos, social correspondence, and application letters and cvs. It explains how to write clearly and effectively, and demonstrates how it is possible to be polite without seeming timid, direct yet not rude, concise rather than abrupt, and firm but not inflexible.
The book deals with the structure, presentation, content, and style of all kinds of correspondence. It covers various types of transaction including enquiries, quotations, orders, repayments, credit, complaints, and adjustments, and provides background information and examples of commercial correspondence from the main types of commercial organization, for example banks, insurance companies, agencies, and companies involved in transportation, including shipping.
UNIT 1
First impressions count!
Whatever the document, giving a good impression starts with the basics: paper and ink, or print. Finely honed text is all very well, but if it is badly printed or on scruffy, thin or unsuitable paper, all your efforts will be wasted. This is less of a problem with technological communication but even here the use of unsuitable typefaces, colour and graphics can cause the recipient of your carefully composed communication to consign it to the electronic dustbin.
THINK QUALITY
Making a good impression starts with paper, ink, and the design of your communication. There are a number of aspects to consider.
PAPER QUALITY
Business notepaper should be of good quality. Paper suitable for letters is often described as ‘Bond’ or ‘Script’ and is classified according to its weight in grams per square metre – usually shown as g/m2, or simply as grams. A weight of 70-90 g/m2 is suitable for most purposes, but if you are using a computer printer make sure that you select paper of a weight and texture that your printer can cope with. Similarly, it does not give a good impression if your business communication is printed on photo copier-weight paper, which is a cheap alternative that does not absorb printer ink well – especially noticeable when using colour and images.
PAPER SIZE
Paper of A4 size (210mm x 297mm) is most commonly used in business these days, in Britain and most of Europe. A4 allows adequate space for most letters and is best suited to standard envelope sizes, and most computer software assumes this is the size you want to use: templates for memos, faxes and letters are invariably based on A4 paper. A small stock of A5 paper (half the size of A4) is useful, particularly if you regularly send notes that are short and to the point.
HEADED NOTEPAPER
Here is an example of a heading that might be used by a British company:Figure 1
CONTINUATION SHEETS
Don’t forget when ordering or designing headed notepaper that you will almost certainly need some continuation sheets – plain sheets of paper in a matching weight and colour – on which you can continue your letter should it run to more than one page. Some people use a lighter weight paper for continuation sheets but having equal weight paper gives an impression of quality and attention to detail.
LAYOUT
Having given some thought to the type and size of paper, the next (and equally important) aspect of letter-writing to consider is the setting out of your letter.
Although there is no one correct way to structure or lay out a business communication, it is important to develop an attractive and consistent style, and one that your reader finds easy to read and understand.
SETTING OUT YOUR LETTER
Remember that a draft will make it easier to refine and correct the content before you begin to write or type your letter. The final letter, whether… If you use a word processor – especially one of the newer word-processing… The letter below is from a private individual in Denmark to a company in the UK. It shows the basic features of a…Figure 2
The text of your letter should be positioned on the page with appropriate spacing. The print or handwriting should be…DATE
The date is written directly below the sender’s address, separated from it by a space. In the case of correspondence with a letterhead, it is usually written on the right-hand side of the page.
The month in the date should not be written in figures as this can be confusing; for example 11.3.03 means 11 March 2003 in British English, where the sequence is day-month-year, but 3 November 2003 in American English, where the sequence is month-day-year.
It is acceptable to write the date with or without the abbreviations -th and -nd, e.g. 24th October or 24 October, and to transpose the date and the month, e.g. October 24 or 24 October. These are matters of personal preference, but whatever you choose you should be consistent throughout your correspondence.
The year should always be included as it may be important for both you and the recipient if you need to refer back to your correspondence in the future.
Avoid using the term ‘Date as Postmark’ as the envelope is usually soon discarded, especially where companies have a post room that opens the mail and just delivers the letters to the recipients, so no one will know exactly when it was sent.
INSIDE ADDRESS / RECEIVER’S ADDRESS / RECIPIENT’S ADDRESS
The INSIDE address is written below the sender’s address and on the left-hand side of the page.
If possible you should include the name of an individual recipient or, at least, a specific job title. This makes the letter someone’s particular responsibility and, hopefully, leads to a quicker reply. It may also be useful if you need to follow up the letter and want to know to whom you wrote in the past. However, as an alternative the name of the department and organisation, or just the organisation, may be given here. Sometimes a letter may say ‘All communications should be addressed to … ‘, and in this case you should obviously follow instructions.
There are conventions for addressing each.
SURNAME KNOWN
If you know the name of the person you are writing to, write it as the first line of the address. Include either the person’s initial/s or his or… courtesy titles used in addresses are as follows: – Mr (pronounced /’mista/) is the usual courtesy title for a man. The unabbreviated form Mister should not be used. …JOB TITLE KNOWN
If you do not know the name of the person you are writing to, but know their job title, you can use that, e.g. The Sales Manager, The Finance Director, in the inside address.
DEPARTMENT KNOWN
In both these cases an organisation name should be included as part of the address, as the address to which you are writing could be home to a… Mr John Smith Personnel ManagerORDER OF INSIDE ADDRESS
1. Name of house or building. Avoid using just a house name if possible, and do not use inverted commas round house names. 2. The house or building number (and a flat, chamber or office number if… 3. The village name, or a district of a town if there are several streets of the same name in a town.BODY OF THR LETTER
If a letter is long and complicated it may be useful to number points or to use paragraph headings, indicating them with capitals or underlining,… Try to make the final paragraph positive and state what you hope the recipient… COMPLIMENTARY CLOSE / COMPLIMENTARY ENDINGTable 1
SIGNATURE
It is, to some extent, a matter of choice whether you sign with your initial/s, e.g. D. Jenkin, or your full given name, e.g. David Jenkins, and… If the person signing is an authorised signatory of the business, the form… However, sometimes other conventions are followed. A partner signing for his firm, for example, should use the firm’s…Figure 3
BOARD OF DIRECTORSPER PRO
REFERENCES / REFERENCE CODE references are often quoted in letters to help in filing or to indicate what the letter refers to (Your ref.) and the…JOB TITLE
When sending a letter or email on behalf of your company, it is a good idea to include your job title in the signature block, especially if your recipient has not dealt with you before.
ENCLOSURES
If there are any documents enclosed with a letter, although these may be mentioned in the body of the letter, it is also common to write Enc. (or ‘Encl.’, ‘Enc’, ‘Encs’, ‘Encs –’ or ‘Enc:’) below the signature block. If there are a number of documents, these can be listed, e.g.:
Enc.
Bill of lading (3 copies)
Insurance certificate (1 copy)
Certificate of origin (1 copy)
Bill of exchange (1 copy)
DESPATCH METHOD
PRIVATE AND CONFIDENTIAL / CLASSIFICATION LINE If your letter is personal and/or confidential, indicate this at the top left of the letter and, more important, on…Figure 4
may quote an important reference number, such as an invoice or order number. It should be underlined (in the fully…POSTSCRIPTS
Try to avoid postscripts in letters. If your letter has been well planned as suggested in the next chapter, last-minute thoughts and additions should be unnecessary.
COMMON LETTER LAYOUTS
There are three main layouts used in business letters; fully blocked, semi-blocked and fully indented. Nowadays, the majority of business letters and most other typed or word-processed letters are in blocked style. The indented style is a more traditional format and is now rarely used for business letters. However, some people still prefer the indented style for both formal and informal letters, especially those that are handwritten. We will look at them in order of popularity and formality.
FULLY BLOCKED LAYOUT
This layout has been heavily influenced by American and European usage and therefore is ideal for international communications. ‘Fully blocked’ means that paragraphs are not indented and a double line space is put between each paragraph. Everything – even the signature block – is ranged to the left-hand side of the page.
The example also has what is known as an ‘open punctuation’ style; basically, it uses minimal punctuation. No punctuation is used outside the main text of the letter unless essential for sense (for example, if the town and county names in an address are put on the same line they should be separated by a comma or two spaces). Dates are shown without -st or -th endings, and no full stops are used in abbreviations, contractions or acronyms (for example, Mr Jones, NATO. BSc or MP).
Figure 5
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SEMI-BLOCKED LAYOUT
This represents a compromise between the ‘fully blocked’ and the ‘fully indented’ style, in that some indentation is used for the main body of text. It is considered a little old-fashioned, nevertheless many established companies in the UK and parts of Europe prefer it as their correspondence style, along with what is called ‘closed punctuation’. An example is shown below.
Figure 6
You will note that in the above example the paragraphs have been indented, but there is still a double line space…FULLY INDENTED LAYOUT
This style, which involves graded indentations of all the parts of the letter, has largely been abandoned since the advent of the electric typewriter, since it involved setting up lots of complicated tabs to create all the different indents. It is now primarily used for hand-written letters only, but it is worth looking at an example to show how it differs from the other layouts.
Figure 7
As you can see all the indents are stepped, even the signature block. This is… A FEW WORDS ABOUT ENVELOPESADDRESSING ENVELOPES
Dr Henry Fotheringay-Hunt 12 Juniper Avenue Windyhill KETTERING KT63AB …STAMPS
Postage stamps should be affixed to the top right hand corner of the letter above and to the right of the address. The stamp or stamps should be stuck on the right way round, with the top edge aligned to the top edge of the envelope. It isn’t necessary to emulate the overly-particular character in a well-known British TV comedy series, who uses a ruler to align the stamp perfectly – postal sorting offices use laser technology to scan, locate and frank the stamp on the envelope and their machines are quite capable of dealing with slight misalignments. However, for the sake of a neat appearance, don’t stick the stamp on any old way!
If your letter is heavier than the maximum weight allowed for a standard first or second class stamp, make sure you affix stamps of the correct value.
ABBREVIATED FORMS ON THE ENVELOPE
In addresses, there are several conventional abbreviations used in customary titles (e.g. Dr, Prof, The Rev, The Right Hon) and in the street names (e.g. St, Ave, Blvd, Rd). There should be no full stops in these abbreviations when written on the envelope.
WRITING WELL
LENGTH
All correspondence should be long enough to explain exactly what the sender needs to say and the receiver needs to know. You must decide how much information you put in the letter: you may give too much (see Figure 10), in which case your letter will be too long, or too little (see Figure 11), in which case it will be too short. Your style and he kind of language you use can also affect the length.
The following three letters are written by different people in reply to the same enquiry from a Mr Arrand about their company’s products.
TOO LONG
Figure 10
Here are a number of things wrong with this letter (Figure 10). Though it tries to advertise the products, and the company itself, it is too wordy. There is no need to explain that stores are buying in stock for Christmas – Mr Arrand is aware of this. Rather than drawing attention to certain items he might be interested in, the letter only explains what he can already see, that there is a wide selection of watches in the catalog covering the full range of market prices. In addition, the writer goes on unnecessarily to explain which countries the company sells to, to give its history, and to quote its rather impressive motto.
TOO SHORT
Figure 11
Letter (Figure 11): 1. It should have begun Dear Mr Arrand and ended Yours sincerely as the writerTHE RIGHT LENGTH
Here is a more suitable letter (Figure 12). It is neither too short nor too long. It provides all the relevant information Mr Arrand might need, and draws his attention to some specific products which may be of interest to him.
Figure 12
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ORDER AND SEQUENCE
As well as containing the right amount of information, your letter should also make all the necessary points in a logical sequence, with each idea or piece of information linking up with the previous one in a pattern that can be followed. Do not make a statement, switch to other subjects, then refer back to the point you made a few sentences or paragraphs before, as in the example.
UNCLEAR SEQUENCE
This letter is difficult to understand because there is no clear sequence or logical order.
Figure 13
CLEAR SEQUENCE
Here is a better version of the same letter, in which the ideas and information are in a logical order.
Figure 14
PLANNING
The way to make sure you include the right amount of information, and in the right order, is by planning. Ask yourself what the purpose of the letter is, and what response you would like to receive. Note down everything you want to include before you start writing, then read your notes to check that you have included all the necessary information, that it is relevant, and that you have put it in the right order. Here, for example, is the plan for the letter Figure 11.
1st para. Acknowledge enquiry
2nd para. Enclose catalogue, price list
3rd para. Draw attention to watches suitable for Arrand, and latest designs
4th para. Mention guarantees and reputation
5th para. Encourage further contact
FIRST PARAGRAPH (INTRODUCTORY PARAGRAPH)
The opening sentence or paragraph is important as it sets the tone of the letter and creates a first impression. Generally speaking, you would thank your correspondent for their letter (if replying to an enquiry), if necessary introduce yourself and your company, state the subject of the letter, and set out its purpose.
MIDDLE PARAGRAPH(S) (MAIN PARAGRAPH(S))
The main part of your letter will concern the points that need to be made, answers you wish to give, or questions you want to ask. This depends on the type of letter that you are writing. In the middle paragraphs, planning is most important to make sure your points are made clearly, fully, and in a logical sequence.
FINAL PARAGRAPH (CONCLUDING PARAGRAPH)
At the end of your letter, if it is a reply and you have not done so at the beginning, you should thank your correspondent for writing. If appropriate, encourage further enquiries or correspondence, mentioning that you look forward to hearing from him or her soon. You may want to restate, briefly, one or two of the most important points you made in the main part of your letter.
STYLE AND LANGUAGE
SIMPLICITY
Writers of business letters, in particular, often fall into the trap of using formulaic or highfalutin expressions so as to create what they imagine… Try to get your message across using plain English: most everyday words are as… In this letter, all the writer is trying to do is explain why he delayed paying his account but, because of the style,…Figure 15
Here is a simpler version of the letter. Mr Aldine will be satisfied with it because it tells him – simply and clearly…Figure 16
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COURTESY
Your style should not, however, be so simple that it becomes rude. Here is an example of a letter that is too short and simple.
Figure 17
Dear Mr Rohn I've already written to you concerning your debt of £1,994. This should have been cleared three months ago.… In the version of the same letter, notice the stylistic devices that are used to make it more polite: complex…Figure 18
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IDIOMS AND COLLOQUIAL LANGUAGE
It is important to try to get the right ‘tone’ in your letter. This means that, generally speaking, you should aim for a neutral tone, avoiding pompous language on the one hand and language which is too informal or colloquial on the other.
You may set the wrong tone by using the wrong vocabulary or idioms, or using short forms inappropriately. Here are a few examples, together with a preferred alternative.
Table 2
On the whole, it is better to avoid using colloquial language or slang. Apart from the danger of being misunderstood if your correspondent’s first…CLARITY
Your correspondent must be able to understand what you have written. Confusion in correspondence often arises through a lack of thought and care, and there are a number of ways in which this can happen.
ABBREVIATIONS AND INITIALS
The abbreviations CIF and FOB, for example, are INCOTERMS which mean, respectively, Cost, Insurance, and Freight and Free On Board. But can you be… Some international organizations, e.g. NATO (North Atlantic Treaty… A range of abbreviations are used in email correspondence, but many of them are not widely known. If you are not…NUMBERS
Sometimes the use of figures instead of words for dates can create problems.
Numerical expressions can also cause confusion. For example, the decimal point in British and American usage is a full stop, but a comma is used in most continental European countries, so that a British or American person would write 4.255 where a French person would write 4,255 (which to a British or American person would mean four thousand two hundred and fifty-five).
If there is the possibility of confusion, write the expression in both figures and words, e.g. £10,575.90 (ten thousand five hundred and seventy-five pounds, ninety pence).
PREPOSITIONS
Special care should be taken when using prepositions. There is a big difference between:
The price has been increased to £450.00,
The price has been increased by £450.00, and
The price has been increased from £450.00.
WORDS TO AVOID
FOREIGN WORDS
Foreign words are superfluous where an English equivalent exists. They should only be used if they are commonly understood and impart a meaning which cannot be easily translated into English. For example ‘vice versa’ is acceptable, but ‘versus’ can usually be replaced with ‘against’ except when describing sports fixtures or legal cases.
AMBIGUOUS WORDS
You must use words that convey exactly what you want to say. Don’t leave the reader in any doubt. For example;
‘We are uncertain that this course of action will lead to any benefits for the company’.
This suggests to the reader that you are open to persuasion. If you do not wish to be persuaded then say so:
‘We do not believe that this course of action is suitable for our company and therefore do not intend to pursue it any further’.
This indicates that your decision is final; no comeback is required or desired.
VOGUE WORDS
Vogue words, or words that are currently in fashion, do not last and can confuse. Remember, you may not be writing to someone of the same generation, who may therefore not understand you. For example, the following may not mean anything to a reader unfamiliar with hip words:
‘We think that your design for the front elevation is really cool.’
‘This is a wicked product.’
REDUNDANT WORDS
A clearer and more economical style is obtained by eliminating combinations of words and phrases that are tautological, i.e. not doing specific jobs or duplicating a meaning. If you remove the italicized words in the following examples, everything is more direct and uncluttered:
We first began the discussion
Very unique
At 5pm in the afternoon
Hot in temperature
Here is another, rather extreme, example: We must insist that immediate payment of all outstanding sums is made forthwith.
INCORRECT USE OF WORDS
There are several words that are often used incorrectly, where the writer believes the word to mean something other than its actual meaning. For example, ‘effect’ and ‘affect’, or ‘practical’ and ‘practicable’. It is recommended that you read and learn these, or at least refer to them before using one of these words to ensure your meaning is clear.
ACCURACY
SPELLING
Careless mistakes in a letter can give readers a bad impression. Spelling, punctuation, and grammar should all be checked carefully. Many people have come to rely on the spellchecker in their computers to ensure that there are no spelling mistakes. But a word spelt incorrectly may form a completely different word, e.g. Please give it some though (the writer means thought); I saw it their (the writer means there). A spell checker would miss these mistakes. There is no substitute for carefully reading, or proofreading a letter that you have written,
TITLES, NAMES AND ADDRESSES
Use the correct title in the address and salutation. Spell your correspondent’s name correctly (nothing creates a worse impression than a misspelled name), and write their address accurately.
If you do not know your correspondent, do not assume that they are one sex or the other, i.e. use Dear Sir /Madam rather than Dear Sir or Dear Madam. If you know a correspondent’s name but not their sex, use Mr /Ms, e.g. Dear Mr /Ms Barren.
REFERENCES
When replying to a letter, fax, or email, quote all references accurately so that it is immediately clear to your reader what you are writing about.
PRICES, MEASUREMENTS, ETC.
Special care should be taken when quoting prices or giving specifications such as measurements or weights. Quoting these incorrectly can cause serious misunderstandings.
ENCLOSURES AND ATTACHEMENTS
Always check that you have actually enclosed the documents you have mentioned in your letter, or attached them to your email. Check, too, that you have enclosed or attached the right documents. If, for example, the document you are enclosing is invoice PL/231, make sure you do not enclose invoice PL/213.
When ordering, make sure you quote the order number correctly, especially in international trade where mistakes can be very expensive in both time and money.
POINTS TO REMEMBER
1. Include the right amount of information. If you are responding to an enquiry, make sure you have answered all the writer’s questions.
2. Plan before you start writing. Make sure you say everything you want to say, and in a logical sequence.
3. Use a simple but polite style of language.
4. Make sure that everything you write is clear and easy to understand. Do not use colloquial language or abbreviations that your reader may not understand. Write numbers in words as well as figures.
5. Accuracy is important. Pay special attention to details such as titles and names, and references and prices, and remember to check enclosures or attachments.
6. Check what you have written when you have finished. Make sure everything is as it should be.
UNIT 2
TYPES OF ORGANIZATIONS
Industries may be classified as primary, secondary, or tertiary industries. primary industries produce and collect things like crops, metals, raw… secondary industries use raw materials to make goods to be sold or to make machines, etc. that are used to make goods.…A) LINE RELATIONSHIP
This is a relationship which exists between a senior and his/her subordinate at any level of the organisation. For example, in Rayco Ltd. such a relationship exists between the Production Director and Production Manager, and between the Works Manager and Assistant Works Manager.
B) FUNCTIONAL RELATIONSHIP
This is relationship which exists between those holding functional (or specialist) posts and those with direct executive responsibilities. For example, in Rayco Ltd the post of Personnel Director is a line management post only in the sense that the holder has authority over the staff in his own department. His main function is to advise and assist all the other departments or personnel matters. Because he is an expert in his field he is also empowered to make rulings which must be compiled with by staff over whom he has no direct line authority. If, for example, the Personnel Director has grounds for recruit a particular job applicant (because, possibly, of poor references), his authority for recruitment will over-ride the line director’s responsibility for selection.
C) LATERAL RELATIONSHIP
This is the relationship between personnel working at the same level — that is, none is superior or subordinate to others. In Rayco Ltd such a relationship exists between the Production Manager and Works Manager.
D) STAFF RELATIONSHIP
The word staff here is used in the sense of a support. Such a relationship occurs, for example, between a managing director and her personal assistant. The holder of such a post has no formal relationship with other persons within the organisation, nor does possess authority in her own right. This kind of relationship exists between the Managing Director and the Company Secretary in Rayco Ltd.
E) SPAN OF CONTROL
The number of people who are directly accountable to the same person constitutes the ‘span of control’ of that person.
F) INFORMAL RELATIONSHIPS
Although, in theory, communication should pass up and down the line, if this were carried out in practice every supervisor would become a potential bottleneck. To avoid this, a sensible working arrangement may allow, for example, for a Progress Chaser in Rayco Ltd to establish ad hoc relationship with one or more of the Supervisors. Similarly, the line can be by-passed on occasions: the Sales Director may, for example, find himself in a situation which would benefit from direct contact with one of the representatives.
The modern approach to relationships within an organisation stresses flexibility as far as sub-system boundaries are concerned. It is one of the tasks of management to link the various sub-systems together, to ensure integration and co-operation, and to act as boundary agent between the organisation and the environment. The area of contact between one system and another is called an interface.
RAYCO LTD
UNIT 3
ENQUIRY LETTERS
A simple enquiry can be made by email, fax, or cable. The contents of an enquiry will depend on three things:
· how well you know the supplier,
· whether the supplier is based in your country or abroad, and
· the type of goods or services you are enquiring about.
A first letter of enquiry should be brief and simple. Many firms even have adopted the practice of sending printed enquiry forms, thereby eliminating the need for a letter. This type of letter is often written to suppliers you have not done business with before. The letter of enquiry often asks for a brochure, catalogue or price-list. It is sometimes considered useful to give some details of your business, and also where or how you heard of the supplier’s name and address.
A first enquiry – a letter sent to a supplier with whom you have not previously done business – should include:
1. A brief mention of what sort of organization you are.
2. A brief mention of how you obtained your potential supplier’s name. Your source may be an embassy, consulate, or chamber of commerce; you may have seen the goods in question at an exhibition or trade fair; you may be writing as the result of a recommendation from a business associate, or on the basis of an advertisement in the daily, weekly or trade press. It might be useful to point out that you know their associates, or that they were recommended to you by a consulate or trade association.
3. Some indication of the demand in your area for the goods which the supplier deals in.
4. Details of what you would like your prospective supplier to send you. Normally you will be interested in a catalogue, a price list, discounts, methods of payment, delivery times, and, where appropriate, samples. You might want to see what a material or item looks like before placing an order. Most suppliers are willing to provide samples or patterns so that you can make a selection. However, few would send a complex piece of machinery for you to look at. Instead, you would probably be invited to visit a showroom, or the supplier would offer to send a representative. In any case, if it is practical, ask to see an example of the article you want to buy.
5. A closing sentence to round off the enquiry. Usually a simple ‘thank you’ is sufficient to close an enquiry. However, you could mention that a prompt reply would be appreciated, or that certain terms or guarantees would be necessary. You can also indicate further business or other lines you would be interested in. If a supplier thinks that you may become a regular customer, they will be more inclined to quote competitive terms and offer concessions.
Figure 19
A ‘first’ letter of enquiry from a retailer to a foreign manufacturer
UNIT 4
PEPLIES TO ENQUIRIES
1. Opening. Thank the writer of the letter of enquiry for the letter in question. Mention the date of his or her letter and quote any other… 2. Confirming that you can help. Let the enquirer know near the start of your… 3. Supply all the information requested, and refer both to enclosures and to samples, catalogues and other items being…Figure 22
Catalogues and samples
Importers of Fashion Goods Avenue Ravigny 14 PARIS Paris XV The Western…Figure 28
Covering letter
ACKNOWLEDGING AN ORDER
As soon as a supplier receives an order, it should be acknowledged. This can be done by letter, or by email for speed.
Figure 29
Order acknowledgement
UNIT 7
PACKING AND DESPATCH
Anyone who has ever tried to pack a Christmas parcel and who has known the frustration that this seemingly simple operation can entail will agree that packing is an art. So badly is it often done that by the time the parcel reaches its destination it may be reduced to a shapeless mass by the not very gentle handling it has received on its journey. Only really ‘healthy’ parcels come through the ordeal of transport unscathed.
The real art of packing is to get the contents into a nice, compact shape that will stay that way during the roughest journey, and wrap the lot with a good strong cover of some kind. Somewhere between the thin brown paper parcel that tears open at the first touch and the heavy box that gets there all right but costs more in postage than the contents are worth, lies the happy medium that makes the whole thing practical.
This, on a large scale, is the problem that faces the despatch department of every firm, especially the export firm. The buyer has a right to expect that his goods will reach him in perfect condition, and the seller has to pack them in such a way that they will do so. Nothing is more infuriating to a buyer than to find his goods damaged, or part missing on arrival: and nothing is more likely to lose a customer. In the export trade serious delays may result, causing the customer great loss. It is because of these dangers that large export firms have established a special department for export packing, and the whole question is under regular review. New packing materials are being developed which are light and strong, and new methods being found to ensure the safe transport of heavier goods. Many export firms employ a specialist export packer or forwarding agent to do their packing for them.
The general plan in all packing is to make the goods secure for the kind of journey they have to make, but to keep the package as small and light as possible. Transport costs on land usually depend on the weight, but on the sea the size of the package is also important.
MARKING
1. The consignees’ own distinctive marks. 2. Any official mark required by authorities. 3. Special directions or warnings. In addition, weights and dimensions may beSpecimens of marks
Durban X BrisbaneFigure 30
Figure 31
KENT, CLARKE & CO. LTD …Figure 32
Reply to the letter of instruction about packing
When payment has been arranged and documents surrendered to the bank which confirms the credit, the goods can then be…Figure 36
Figure 37
Figure 38
UNIT 9
REPLIES TO COMPLAINTS
Letters in business correspondence should always be polite. Even if the subject of the letter is serious or even acrimonious, the tone throughout the letter should always be courteous. Replies to complaints should be prompt and courteous; even if the sellers think that the complaint is unfounded they should not say so until they have good and reliable grounds on which to repudiate the claim. All complaints should be treated as serious matters and thoroughly investigated.
If the sellers are the first to discover that a mistake has been made they should not wait for a complaint, but should write, cable or telephone at once to let the buyers know, and either put the matter right or offer some compensation.
On receiving the complaint the sellers will make investigations, and if the complaint is justified they will at once apologies to the buyers and suggest a solution. If the buyers have offered to keep the goods, the sellers will probably agree to this and to a price reduction. The amount of the reduction will depend on how bad the mistake is, and in some cases a substantial reduction, even with consequent loss, is of more advantage to the sellers than the expense and trouble of having the goods returned to them, and of causing inconvenience to their customers. However, if the value of the goods in question is high, it may be advisable to have them returned, although even in this case the added risk of damage in further transport may not he worth incurring.
There is no need for the sellers to go into a long story of how the mistake was made. A short explanation may be useful but, generally speaking, the buyers arc not interested in hearing how or why the error occurred but only in having the matter put right, in receiving the goods they ordered – or at least value for the money they have paid – or in knowing when they may expect to receive the delayed consignment. In no case should the sellers blame their staff; their sole aim is to put the trouble right and restore good relations with their customers.
Figure 39
A letter of adjustment in reply to Figure 34, Unit 8
Figure 40
A letter of adjustment in reply to Figure 35, Unit 8
Figure 41
A letter of adjustment in reply to Figure 36, Unit 8
Figure 42
A letter of adjustment in reply to Figure 37, Unit 8
Figure 43
A letter of adjustment in reply to Figure 38, Unit 8
UNIT 10
OVERSEAS PAYMENTS
INVOICE
invoices are one of the main documents used in trading. They are not only requests for payment but also records of transactions which give the buyer and seller information about what has been bought or sold, the terms of the sale, and details of the transaction. An invoice may be accompanied by a short covering letter or email offering additional information the customer might need.
Figure 44
STATEMENT Rather than requiring immediate payment of invoices, suppliers may offer credit in the form of open account facilities…PRO FORMA INVOICES
A pro forma invoice is one with the words pro forma typed or stamped on it, and is used:
· If the customer has to pre-pay (i.e. pay for goods before receiving them), they pay against the pro forma
· If the customer wants to make sure a quotation will not be changed, the pro-forma will say exactly what and how they will be charged
· If goods are sent on approval, on sale or return, or on consignment to an agent who will sell them on behalf of the principal
· As a customs document
A covering letter may accompany a pro forma invoice.
BANK DRAFT
In the case of a bank draft, the customer buys a cheque from the bank for the amount he or she wants to pay and sends it to the supplier. Banks usually require two of their directors signatures on drafts, and mate a small charge.
BANK TRANSFER
A bank transfer is when a bank moves money by order from one account to another. If telegraphed, this is known as a telegraphic transfer (tt).
BILL OF EXCHANGE
In bill of exchange (b/e) transactions the supplier draws a bill on the customer. The bill states that the customer will pay the supplier an amount within a stated time, e.g. thirty days. The bill is sent direct to the customer or paid through a bark. If the bill is a sight draft, the customer will pay immediately (i.e. on sight or presentation). If the bill is a term draft the customer signs (accepts) the bill before the goods are sent and pays later.
Figure 46
1. Currency and value of the bill of exchange in figures.Figure 47
An accepted bill of exchange
CHEQUE
The customer must have a current account or certain types of savings account to pay by cheque. Cheques can take three working days to clear through the commercial banks, but sometimes it can take a longer time. In a transaction between businesses in Germany and the UK, for example, the supplier could wait up to three weeks for payment. Cheques can be open, to pay cash, or closed (crossed), to be paid in to an account.
CREDIT TRANSFER
In the case of credit transfers, the customer fills out a bank giro slip and hands it in to a bank with a cheque. The bank then transfers the money to the supplier.
DEBIT / CREDIT CARD PAYMENT
debit and credit card payments can be made either direct on the phone, or on the internet.
CASH ON DELIVERY
cash on delivery (cod) is a service offered by the Post Office. They will deliver goods and accept payment on behalf of the supplier.
POST OFFICE GIRO
The Post Office Giro system allows a customer to send a payment to a supplier, whether they have a Post Office Giro account or not.
POSTAL ORDER
postal orders can be bought from the Post Office, usually to pay small amounts, and sent to the supplier direct. They can either be crossed, in which case the money can only be paid into the supplier’s account, or left open for the supplier to cash.
LETTER OF CREDIT
A letter of credit (l/c) is a document issued by a bank on a customer’s request, ordering an amount of money to be paid to a supplier. When a letter of credit is accompanied by shipping documents it is called a documentary credit. The money is credited to the supplier’s account as soon as confirmation of shipment is made.
Figure 48
INTERNATIONAL BANK DRAFT
An international bank draft is a cheque which a bank draws on itself and sells to the customer, who then sends it to their supplier. The supplier’s bank should usually have either an account or an agreement with the customer’s bank.
INTERNATIONAL MONEY ORDER
international moneyorders (imos) can be bought at most banks in the UK and are paid for in sterling or dollars. The bank fills out the order for the customer then, for a small charge, hands the IMO over, and the buyer send sit to the supplier. IMOs can be either cashed or credited to the supplier’s account.
INTERNATIONAL POST OFFICE GIRO
Payment by international post office giro can be made when either the customer or supplier, or both, do not have bank accounts. An order for the amount to be paid is filled out at a Post Office, which forwards it to the Giro Centre. The Giro Centre will send the amount to a Post Office in the supplier’s country, where the supplier will receive a postal cheque. They can then either cash it or pay it into a bank account. Giros are charged at a flat rate.
PROMISSORY NOTE
A promisory note is, strictly speaking, not a method of payment but simply a written promise from a customer to a supplier that the former will pay the amount stated, either on demand or after a certain date. In effect, a promissory note is an IOU (I owe you).
EXERCISES
UNIT 1
First impressions count!
Exercise 1. Read the following statements and decide which are true and which are false.
1. If a letter begins with the receiver’s name, e.g. Dear Mr Floss, it will close with Yours faithfully.
2. The abbreviation c.c. stands for ‘correct carbons’.
3. If you were writing a letter to Mr Peter Smith, you would open with Dear Mr Peter Smith.
4. The head of a company in the UK is known as The President.
5. In the USA, it is correct to open a letter with the salutation Gentlemen.
6. The abbreviation enc or end means there are enclosures with the letter.
7. If you were writing to a Knight whose name was Sir Roger Dumont, you would open the letter Dear Sir Dumont.
8. In the UK, the abbreviated date 2.6.05 on a letter means 6 February 2005.
9. If a secretary signs her name on a letter and her signature is followed by p.p. (per pro) Daniel Harris, it means she is signing on behalf of Daniel Harris.
10. A Managing Director in the UK is known as Chief Executive in the USA.
11. The term PLC after a company’s name, e.g. Hathaway PLC, stands for ‘Public Limited Corporation’.
12. The abbreviation for the term ‘limited liability’ in the UK, is ltd.
13. If you did not know whether a female correspondent was married or not, it would be correct to use the term Ms, e.g. Ms Tessa Groves, instead of Miss or Mrs.
14. The following is an example of a blocked style:
Peter Voss
Oberlweinfeldweg 33
5207 Therwil
Switzerland
15. The above address is an example of ‘open punctuation’.
16. The abbreviation in addressing a doctor, e.g. Doctor James Spock, would be Dt. Spock.
17. Rather than use the UK close of Yours sincerely/faithfully, Americans often choose Yours truly.
18. The abbreviation for ‘company’ is Co.
Exercise 2. Choosing from the words in the box, label the parts of the letter. The first has been done for you.
complimentary ending position/title
concluding paragraph recipient’s address
Date references
Enclosures (abbreviation) salutation
introductory paragraph (sender’s) address
Letterhead signature
Main paragraph (typed) signature
(1) WIDGETRY LTD 6 Pine Estate, Westhornet, Bedfordshire, UB18 22BC. (2) Telephone 9017 23456 Telex X238WID Fax 9017 67893UNIT 2
TYPES OF ORGANIZATIONS
Exercise 17.Classify the following industries as primary, secondary, or tertiary. Agriculture; commercial fishing; government activity; hotel industries; mass…Organization chart
Rossomon PLC
UNIT 3
ENQUIRY LETTERS
LANGUAGE PRACTICE
We have seen an advertisement in this month's ‘Office News’…B.
Sentence B is not a statement of strong intention. It is a preliminary enquiry. Sentence A is a bit more certain.
Make sentences similar to A and B for the following:
1. order a new duplicating machine
a. ………………………………………………………………
b. ………………………………………………………………
2. develop our trade with North America
a. ………………………………………………………………
b. ………………………………………………………………
3. modernize our filing system
a. ………………………………………………………………
b. ………………………………………………………………
4. increase our storage facilities
a. ………………………………………………………………
b. ………………………………………………………………
5. buy 25 type TW37 filing cabinets
a. ………………………………………………………………
b. ………………………………………………………………
6. visit your head office in London on the 25th of June
a. ………………………………………………………………
b. ………………………………………………………………
7. extend the range of cookers in our department stores
a. ………………………………………………………………
b. ………………………………………………………………
8. accommodate more tourists in our hotels
a. ………………………………………………………………
b. ………………………………………………………………
9. arrange payment by International Money Order
a. ………………………………………………………………
b. ………………………………………………………………
10. send our agent to inspect the goods
a. ………………………………………………………………
b. ………………………………………………………………
5. Notice these polite requests:
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A.
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B.
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A, B, and C are all formal requests. D is less formal, and should not be used for formal requests, but can be used for additional requests at the end of a letter.
Make four sentences (types A, B, C and D) for the following:
1. a brochure for type TW37
2. more information about your office desks
3. a detailed statement of prices f.o.b. London
4. a reply as soon as possible
5. a quotation for our bulk purchase of men’s suits
6. a statement of our account at your branch
7. your latest catalogue reference numbers
8. a reply by telex
9. a message from your agent in Oslo
10. a letter of confirmation
6. Requesting information:
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Ask for information about whether …
1. the price includes delivery charges.
2. the filing cabinets are available in green.
3. they could send the order by air.
4. they have an office in Paris.
5. you can pay in US dollars.
6. the items will be delivered in three weeks.
7. you can get twenty units on approval.
8. the goods are in stock at the moment.
9. you can have someone here to give an estimate.
10. the goods can be delivered before Friday.
Exercise 34. Rewrite the following questions in a less direct form, beginning with the words given.
Examples
What are your terms of trade?
Please let us know what your terms of trade are.
Are you able to offer us trade and quantity discounts on large orders?
Could you also tell us if you are able to offer trade and quantity discounts on
large orders.
1. Could you send me a copy of your latest brochure?
I would be grateful _________________________
2. How much discount will you give on orders of 5,000 units?
Could you please tell us ____________________________
3. When can we expect to receive the cheque?
I am writing to enquire ________________
4. Would you like us to arrange an appointment with one of our representatives?
Please let us know _______________________________________________
5. Has Mr Crane returned from the Menswear Exhibition yet?
Do you happen to know ____________________________
6. Does your company export to South Korea?
Could you tell us _____________________
Exercise 35. Match these words from Exercise 3.a with their definitions.
| A | B | ||
| a | catalogue | details of conditions of sale | |
| b | trade discount | price reduction to a company in the same business | |
| c | order | a small amount of a product offered free to a potential customer | |
| d | quantity discount | book giving details of items for sale | |
| e | sample | request from a customer to supply goods | |
| f | terms of trade | price reduction for a large order |
Exercise 36. Make words from the jumbled letters and match them with the definitions in the sentences below.
a UEAGTOCLA
b LAOEEHSLWR
c METIESAT
d WOSORHOM
e RENTED
f IDISYUSRAB
g ETSMCOUR
h OSSUTCREPP
1. A company or organization that is part of a larger one.
2. A person who buys items from a shop or company.
3. A room where companies demonstrate their products.
4. A kind of magazine giving details of the items a company sells.
5. A prediction of how much an item or service is likely to cost.
6. A written quotation for a large job such as building a factory.
7. A kind of magazine giving details about a school, college, or university.
8. A company or person that buys and sells items only in bulk.
Exercise 37. Complete this letter of enquiry. Decide whether to use a, the, or no article at all, in the blank spaces.
Exercise 38. Below you will see parts of three letters of enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
Advertisement discount particularly price range
Advise forward information reference
Current issue latest catalogue payment faithfully
Dear model price list still available
A.
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B.
C.
Exercise 39. Complete the following letters of enquiry with the correct prepositions.
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A)
b)
Exercise 40. Fill in the missing words:
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A.
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B.
Exercise 41. Look at the advertisement. Complete this letter to Hermis Travel requesting full details and prices of flights to Kuala Lumpur.
Exercise 42. Use the following notes to compose a letter of enquiry for a firm of importers.
Exercise 43. Write a letter of first enquiry, using the following words and phrases:
To the Drake Cycle Company, Wellington, New Zealand: Your new sports models seen at the Birmingham Trade Fair. Request details all models, catalogue, price list, terms, delivery times. Requirements: 50 each, women’s and men’s. Discounts? Future supply position?
Exercise 44. Translate into English.
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A.
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B.
UNIT 4
REPLIES TO ENQUIRIES
LANGUAGE PRACTICE
1. Notice these sentences in which the writer thanks his correspondent for an enquiry.
Notice that you ‘enquire’ about general information, you ‘request’ an object or a statement. You ‘enquire about something’; you ‘request something’.
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A.
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Sometimes you may refer to the contents of a letter.
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B.
Make similar sentences, thanking your correspondent for an enquiry or request. Be careful which verb you use.
1. 16 June/our range of office seats
2. 11 April/a detailed quotation of prices f.o.b. Southampton
3. 22 March/the possibility of a bulk purchase of stationery
4. 1 December/our latest price list
5. 8 September/a brochure about the new duplicating machine
6. 24 January/our latest electric typewriters
7. 17 May/a Pro-Forma Invoice for your order
8. 26 July/the possibility of a visit from our agent in Athens
9. 27 February/a visit from our agent in Nairobi
10. 15 August/the discounts we offer for orders over £10,000
2. Notice this sentence, which tells your correspondent about enclosures:
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Write similar sentences, using the phrases in italics, for the following:
1. A quotation of prices f.o.b. London/a Pro-Forma Invoice
2. An application form/a stamped, addressed envelope
3. A written invitation to the conference/a claim for travelling expenses
4. An International Money Order/a statement of the bank’s service charge
5. A copy of our latest price-list/a sample of the typewriting paper you are interested in
6. Our latest catalogue/a statement of freight and insurance charges from Liverpool to Bilbao
7. Our cheque for £150/our account number and the address of our bank
8. A statement of your account with us/our advice on how to pay it
9. A copy of the invoice/a transfer form to our bank account
10. A postal order for £20/a request for further supplies
3. Notice how letters of reply often finish with a sentence like this:
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Conclude letters in the same way for the following:
1. Receive/further orders
2. Meet/your agent in Brussels
3. Receive/instructions
4. Do/business
5. Hear/from your agent in Lucerne
6. Have/a conversation with you in Stockholm
7. See/your representative in Manchester
8. Hear/from you soon
9. Receive/your payment
10. Meet/your Sales Manager on the 17th May
Exercise 45. Read this reply to a letter of enquiry. Underline the words in the letter which correspond to the words and phrases below.
Selling through shops reply set up conditions
Be sorry up-to-date range extremely
Exercise 46. Write the letter of enquiry which preceded the reply in the above exercise. You are J. F. Morreau, and you have just seen an advertisement for Glaston Potteries Willow Pattern dinner sets in the May edition of International Homes.
Exercise 47. Read the following letter of reply and choose the best words from the options in brackets.
Exercise 49. Below you will see parts of three letters answering an enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
Additional features date full details hesitate
Competitive price enquiring further details range
Doing business enquiry In addition sincerely
Enclosed leaflet pleasure in production supply
A.UNIT 5
FOLLOW-UP LETTERS
LANGUAGE PRACTICE
1. Focusing attention. Note these sentences:
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A.
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B.
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Make statements and questions similar to a and b for the following:
1. (statement) Inform/the latest development in filing systems
2. (question) Enclose/a detailed statement of costs?
3. (statement) Help/in every possible way
4. (question) Visit/our stand at the Milan Trade Fair?
5. (statement) Forward/brochures on this model under separate cover
6. (question) Send/your representative to visit us?
7. (statement) Receive/further instructions from you about shipment
8. (question) Telex/your instructions as soon as possible?
9. (statement) Despatch/the goods from Southampton
10. (question) Confirm/these arrangements with your bank’s correspondents in London?
Focus attention on:
1. New L60 model
2. New system of ordering
3. An improved 15% discount for bulk orders
4. A new introductory discount
5. The latest range of stainless steel knives
6. A new supply of Ceylon tea
7. A new price-formation policy
8. A drop in the interest rate
9. A change in manpower policy
10. Diminishing stocks
2. Note these sentences:
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Make similar sentences, giving or quoting examples.
1. There are various methods of payment in International Trade. You can use a Letter of Credit.
2. In a letter placing an order, you must request special documents. You must request an invoice.
3. A sales letter often gives many extra details. It often gives details of price reductions.
4. A follow-up letter often offers special services.
5. A company representative performs many useful functions
6. A heading in a letter may be unhelpful for various reasons.
7. An announcement to regular customers is sometimes necessary.
8. A Pro-Forma Invoice may be necessary for some important orders.
9. An immediate acknowledgement of an order is essential in many cases.
10. A bulk purchase of goods is quite economical for many reasons.
3. Offering. Note this sentence:
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Make similar sentences offering:
1. Free delivery in the London area
2. A discount of 11%
3. Free samples
4. A discount of 12% on all orders above $500
5. A visit from your representative
6. A special discount of 5% on all orders received before 5 May
7. A free demonstration in your own show-room
8. A discount on all models in the same price range
9. Partial delivery to London
10. Promotional gifts
4. Expressing hope. Note this sentence:
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Express hope:
1. That your customer will be pleased with the samples you are sending him
2. That your customer will decide to order the clothes illustrated in your new catalogue
3. That you will be able to supply your customer again in the coming year
4. That the customer will order from the new catalogue
5. That your customer will decide to place a bulk order with you
6. That your customer will be pleased with the quality of the goods
7. That your customer will be pleased with an improved 5% reduction
8. That you will be able to book the order in the nearest future
9. That your customer will be pleased with the free samples you’ve sent them
10. That your customer will be pleased with the demonstration you arranged last month
Exercise 55. Insert the correct phrases in the following letter.
As soon as possible in demand in short supply
In stock out of stock under separate cover
Into effect (come into effect)
Exercise 56. Below there are parts of two letters. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
Catalogue draw your attention market price
Ceased first order special discount
Clear our stock in a position special price list
Complete range in strict rotation stocks last
Took advantage
UNIT 6
ORDERS AND EXECUTION OF ORDERS
LANGUAGE PRACTICE
1. Note these sentences : A cable or telex message would be the best method of …A.
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B.
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C.
Write sentences placing definite orders for the following using either model:
1. The men’s suits supplied by your correspondent are the right quality. You have seen samples, and they are the right design, colour and size. Order 120.
2. Your agent has inspected the typewriter paper supplied by your correspondent. He has said it is excellent, and you have decided to buy it. Order 2,000 reams.
3. You sent a letter of enquiry to a company which supplies ball point pens. You have tried the samples and found them of good quality, colour, and the right price. Order 500.
4. The bathroom scales supplied by your correspondent are acceptable to you. Your representative has inspected them. They are accurate and well-designed. Order 40.
5. The copper bars you need for electric wires can be supplied by your correspondent. The copper is the right kind, and you are satisfied with the price. Order 750 bars.
6. The magazines you need to distribute to the Production Managers of bakeries in your region must contain the right information about production machines. The magazine ‘The Baker’ has this information and has written a reply to your letter of enquiry. Order 150 copies.
7. You need strong motor car tyres for use on tough roads. Your correspondent is the manufacturer who produces the strongest tyres. Order 800.
8. Your correspondent supplies iron ore at the lowest price. You have decided to buy from him. Order 100 tons.
9. Your correspondent has offered you the best price for pocket diaries. You have decided to buy from him. Order 100,000.
10. After a long search you have found a supplier who can supply the right kind of thermometers. You have decided to buy from them. Order 250.
3. Describing payment method. When you have decided to order, notice how you use the future simple tense to show certainty:
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Use the future tense to show certainty for the following:
1. We/inform/the most acceptable method of payment.
2. Our bank/issue/a Letter of Credit in your favour.
3. Our Despatch Department/send/the shipping documents.
4. We/accept/your draft for 30 days.
5. Our bank/accept/your draft after you have delivered the documents.
6. Our Sales Manager/make sure/the delivery date is met.
7. We/deliver/the goods to the port of Geneva.
8. We/arrange/credit to include the cost of freight and insurance.
9. Our bank/inform/when the credit expires.
10. We/accept/your packing instructions.
4. Acknowledging orders. Notice these sentences.
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Acknowledge the following:
1. Order for 3000x20 clocks – 22 June
2. Letter – 20 July
3. Order for 165xM16 generators – 1 August
4. Enquiry – 15 October
5. Order for 1500 L63 Audio Cassette Recorders – 2 December
6. Order for 1000 V16 Video Cassette Recorders – 1 September
7. Enquiry – 21 June
8. Trial order for 23 type TW 72 filing cabinets
9. Initial order for 100 type JF7 solar-powered pocket calculators
10. Enquiry – 14 February
Exercise 60. Match up the phrases in A with the phrases in B to make complete sentences, and put the verbs into the first conditional.
Example
If there (be) any delay ... ... we (inform) you at once.
If there is any delay, we will inform you at once.
A
1. Unless the consignment (arrive) by the end of next week, …
2. We (be able) to give you a discount …
3. Unless the items (be/wrap) with extreme care …
4. If the colours we specified (be) not in stock, …
5. We (send) the consignment by road …
6. If this transaction (be) successful, …
B
a. … if you (order) more than 20,000 units.
b. … we (place) further orders with you.
c. … we (accept) an alternative.
d. … we (have to) cancel the order.
e. … many of them (get) broken.
f. … if the railways (be) still on strike.
Exercise 61. Complete each unfinished sentence in the exercise below, so that it means the same as the one before it.
1. If we don’t hear from you, we’ll assume there are no problems.
Unless we ………………………………………………………
2. We can’t give you a fifteen per cent discount because your order isn’t large enough.
If your order …………………………………………………………………
3. On receipt of your order, we’ll despatch the goods immediately.
As soon as we ……………………………………………………
4. We can only process your order if we receive the necessary documents within fourteen days.
Provided that we ………………………………………………………………
5. The colour you require may be out of stock. Would you accept an alternative?
If we ………………………………………………………………………… ?
6. We cannot accept your order without a letter of credit.
Unless you ……………………………………………
Exercise 62. The following verbs can all be used with the noun order. Choose the best verb to complete the sentences, using each one only once, in the correct form.
Cancel deliver make up refuse
Confirm despatch place ship
1. We should like to … an order with you for 5,000 units.
2. As we are unable to supply the quantity you requested, it would be quite understandable for you to … your order.
3. We are confident that we will be able to … the order to you next week.
4. You will be pleased to know that your order K451 has already been … from our depot.
5. Please … your order in writing, so we can inform our distribution depot.
6. Your order was … yesterday on the SS Oxford.
7. Unfortunately, we shall have to … your order unless payment is settled in cash.
8. I would like to reassure you that your order will be … in our depot by staff who have experience in handling these delicate materials.
Exercise 63. Below you will see parts of two letters concerned with orders. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
Accept delivery line regret
Acknowledge note reserve the right
Current issue postage resume
Enclose quotation stock
Following range supply
Inconvenience reference terms
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A.
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B.
C.
D.
Exercise 64. Use the words below to complete this extract from a covering letter that has been sent with an order.
Depot crates settle delivery transaction
Consignment wrapped handover packed alternative
Exercise 65. Hotel Interiors design and manufacture high-quality furniture. They specialise in refurnishing and re-decorating hotels. Recently, they secured a large contract to refurnish a 40-bedroom extension for an hotel in Jersey. Here is a letter to an Italian supplier, Lanificio Bonardi SRL in Milan, confirming an order for cloth and other furnishings. Fill in the gaps, using the phrases below.
Could you please check … This is to confirm …
We would like your assurance … at the latest.
We must point out … May we remind you of …
The date of invoice. to avoid a recurrence.
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Exercise 66. Use the words below to complete this extract from a letter of acknowledgement.
At your expense at your risk in full in response to
Exercise 78. Complete the following letter advising of the dispatch of order ML/D6320 by Air India to London.UNIT 8
LETTERS OF COMPLAINT
LANGUAGE PRACTICE
1. Note the use of ‘With the exception of …’, and ‘which …’ ‘ We can join these three sentences using them. The merchandise seems to be in good… The merchandise seems to be in good order, with the exception…Cancel inferior packing list replacements
Discount investigate penalty clause unsaleable
Discrepancy negligence quantity up to standard
Often there are complaints about (2) …… packing, which can cause damage to the goods. Sometimes the complaint is about inferior quality. Buyers in… A complaint may be about a delay in shipment, although companies often have a… Complaints about damage are usually the business of insurance companies, but if the damage is caused by the (6) …… of…Have not arrived found was torn
Have contacted received were damaged
Have not had showed
Have informed unpacked
Exercise 86. Below you will see parts of two letters concerned with a delay in fulfilling an order. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
Deducted matter promised delivery
Further delay obliged refund
Issue passed reply
Set
A.
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B.
Exercise 87. Below you will see parts of four letters of complaint. Put the correct word or phrase in each blank.
a. A complaint about delay.
b. A complaint that the wrong goods were sent.
Exercises 88. Write a letter of complaint, using the following words and phrases:
Exercise 89. Complete this letter to Roots Limited (of 17 Argyl Way, Chelmsford, Essex, England ES1 6DP). Report that crate 42 contained only 400 Halex watches. It should have contained 600. Explain they are needed urgently for a special customer.
Exercise 90. Translate into English.
a. A complaint about bad packing.
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b. Complaints about quality.
UNIT 9
REPLIES TO COMPLAINTS
LANGUAGE PRACTICE
We are very/extremely sorry to hear that two filing cabinets of the wrong sort were sent. We are very/ extremely sorry that you…Assure franco domicile propose
Carry out goodwill remedy
Courteous inconvenience representative
Due to prompt short-shipped
If the error, damage, or delay is not your company’s fault, then you should say that it is (5) … circumstances beyond your control. When you conclude the letter you should promise to (6) … the customer’s… If the buyer asks you what you (8) … to do about delayed shipments, send a (9) … reply. If the order was (10) … you…Beyond our control to your satisfaction within a few days
In advance up-to-date
Exercise 94. The text of a letter replying to a complaint is given. Complete… a the 25 of October b October the 25 c 25th October …UNIT 10
OVERSEAS PAYMENTS
LANGUAGE PRACTICE
Exercise 98. Answer the following questions about:
a) the bill of exchange (fig. 4)
1. What type of bill is it?
2. Who is the drawee?
3. When must it be paid?
b) the invoice (fig.1).
1. Who has sent the invoice?
2. Who must pay the invoice?
1. What does the sign @ mean in the calculations?
2. What is the net total of the invoice?
3. What charges have been taken off the net price?
4. How have Glaston Potteries indicated they have the right to correct if there is a mistake?
Exercise 99. Insert the correct words in the appropriate spaces.
Balance commercial quarterly
Basis consular quotation
Bill debit retains
Clear duty statement
Column open submit
A Pro-Forma Invoice is like an ordinary invoice, except that it is sent to the buyer for information before he buys, or for payment before the… An invoice which is used in international trade and includes the cost of… An invoice which is signed by the seller and an official from the importing country’s embassy or consulate is called a…Overseeing altered intact
Goodwill consent despatched
Pervasively reduce commitments
Executed settle restriction
Expedite surety exceptional
Talking about letters of credit
The documentary credit offers a unique (9) … anduniversally (10) … used method of arranging payment against documents. These documents represent the… Exercise 106. Look at the flow diagram below, which shows the stages in the process of issuing a documentary credit.…ESSENTIAL VOCABULARY
UNIT 1
1. & (ampersand)
2. & Co. (and company)
3. @ (at price)
4. ¥ (yen)
5. © (copyright)
6. ® (reserved)
7. attention line
8. Attn (attention)
9. authorised signatory
10. Ave (avenue)
11. Bcc (blind carbon copy)
12. blocked style
13. Blvd (boulevard)
14. board of directors
15. body of the letter
16. branch
17. Bros (Brothers)
18. business name
19. c.c. (casbon copy)
20. c.i.f. (cost, insurance, freight)
21. c/o (care of)
22. Captain (Capt.)
23. catalogue n. (latest/ current/ updated catalogue)
24. Chairman/President
25. chief executive officer (CEO)
26. classification line
27. closed punctuation
28. Colonel (Col.)
29. communication
30. company position
31. complimentary close/ ending
32. concluding paragraph
33. copies / copies line
34. copies to (cc)
35. courier delivery
36. department n. (Accounts/ Sales Department)
Dispatch v., n. (dispatch method)
39. Doctor (Dr) 40. ea. (each) 41. encloseUNIT 2
1. accountable to
2. ad hoc
3. affiliate n.
4. cash flow forecast
5. charity n.
6. Chief Accountant
7. come (under)
8. company n. (holding/ offshore/ parent/ private/ public company)
9. contract n. (purchase/ sales contract)
10. cooperative n.
11. costs n. (development/ transport costs)
12. department n. (Data Processing/ Legal/ Maintenance/ Marketing/ Personnel/ Human Resources (HR)/ Production/ Purchasing/ Research & Development (R&D) Department)
13. director n. (Director Research and Development/ Export Sales/ Financial/ Managing (MD)/ Marketing/ Production/ Sales Director)
14. Executive Board
15. Financial Accountants
16. Financial Controller
17. agency n. (government agency)
18. industry n. (primary/ secondary/ tertiary industry)
19. interest n. (interest rate)
20. Management Accountants
21. manager n. (Advertising/ Factory Personnel/ Public Relations/ Purchasing/ Sales/ Works Manager)
22. minority interest
23. multinational corporation
24. nationalized enterprise
25. partnership n.
26. Personnel Officer
27. relationship n. (functional/ informal/ lateral/ line/ staff relationship)
28. sales budget
29. share n.
30. society (Soc.) n.
31. span of control
32. subsidiary n.
33. taxation n.
34. vice-president (VP) n. (Vice-President Marketing/ Production/ Corporate Development/ in Charge of Purchasing/ of Engineering/ Shipping)
UNIT 3
1. additional features
2. advise (of)
3. agent n. (clearing/ packing/ forwarding/ insurance/ bank’s agent; forwarding agent syn freight forwarder)
4. arrange v. (arrange a (an) visit/ demonstration/ appointment)
5. associate n.
6. bill of exchange (B/E)
7. brand name
8. brisk demand for
9. brisk turnover
10. brochure n.
11. buyer n. (chief/ regular buyer)
12. Chamber of Commerce
13. concession n.
14. credit n., v. (credit line/ facilities/ card/ transfer/ note; credit expires)
15. delivery (delivery date/ deadline/ charge; complete/ free/ immediate/ partial/ prompt / safe delivery; on delivery; accept/ take delivery of)
16. discount n. (allow/ give/ grant a discount; bulk/ cash/ improved/ introductory/ quantity/ trade discount)
17. documents against acceptance (D/A)
18. enquiry n.
19. estimate n.
20. inform by return
21. leaflet n.
22. line n.
23. manufacturer n.
24. meet v. (meet a (an) order/ commitments/ requirements/ date)
25. method n. (method of payment/ communication/ delivery)
26. on approval
27. order (ORD) n., v. (order form; trial/ purchase order; execution/ acknowledgement/ cancellation of an order; order on trial; book/ cancel/ handle/ make up/ place an order)
28. price n. (competitive/ favourable/ firm/ flat/ gross/ keen/ list/ market/ net/ special/ reduced price; price range/ reduction; price formation policy)
29. prospectus n.
30. publicity material
31. quotation n.
32. quote v.
33. representative (rep.) n. (sales representative)
34. retailer n.
35. sample n. (free sample)
36. sell ready
37. showroom n.
38. specify v.
39. supplier n.
40. tender n.
41. terms n. (terms of business/ delivery/ payment)
42. Trade Fair
43. wholesaler n.
44. with reference to
UNIT 4
1. account (a/c) n. (bank/ current/ open/ savings/ supplier’s account; balance on the account; clear/ pay in/into the account; account number)
2. advisor n.
3. by separate post
4. cash against documents (CAD)
5. charges n. (freight/ insurance/ service charges)
6. claim n., v. (claim for expenses)
7. consignment n. (syn. shipment)
8. customer n. (prospective/ regular customer)
9. demonstration n.
10. enclose v. (enclose with a letter)
11. enquire (into)
12. enquirer n.
13. enquiry n. (first/ general enquiry)
14. expenses n. (tavelling expenses)
15. ex-works (ex factory, ex warehouse)
16. in question
17. International Money Order (IMO)
18. inventory n.
19. invoice n. (pro-forma/ Commercial (COM/I) invoice)
20. label n.
21. offer n. (special offer)
22. postal order (PO) (syn. money order)
23. presentation n.
24. profit margin (syn. margin)
25. purchase n. (bulk purchase)
26. sale n. (ready sale)
27. sales letter
28. draft n. (sight draft (SD))
29. specification n.
30. statement n. (statement of account/ prices/ cost)
31. stock n., v. (bankrupt stock/ ample stock/ hold a stock of/ clear out stock/ out of stock/ in stock/ depleted stocks/ diminishing stocks/ stocks last)
32. subject to
33. trad(ing) association (Assoc.)
34. transfer v., n. (transfer form; bank/telegraphic (TT) transfer)
35. under separate cover
UNIT 5
1. acknowledgement n.
2. announcement n.
3. as from /of
4. attention n. (receive immediate attention)
5. available
6. banker’s representative/ bank’s correspondent
7. be effective
8. be in demand
9. be in effect
10. be of assistance
11. be valid
12. be/ get in touch with
13. circular n.
14. come into effect
15. currency (CY) n. (currency fluctuation)
16. decline n. (decline in prices)
17. drop n. (drop in rate)
18. forward v.
19. in rotation
20. letter n. (covering/ follow-up/ sales letter)
21. Letter of Credit (L/C; l.c.) (irrevocable/ confirmed/ documentary (DC) letter of credit)
22. promotional gift
23. reduction n. (price reduction)
24. settlement
25. state v. (state one’s wish)
26. supply n., v. (be in short supply)
27. unsolicited
UNIT 6
1. accept v. (accept a bill/ draft)
2. advise v. (on)
3. at sb’s expense
4. risk n. (incur risk; at sb’s risk)
5. call for
6. catalogue number (Cat. No.)
7. charter v. (charter shipping)
8. compliments slip
9. confirmation n.
10. cover v.
11. crate n.
12. date n. (arrival/ delivery/ expiry/ shipment date; meet a date)
13. depot n.
14. display n.(on display)
15. distribute v.
16. draft (DFT) (draft for … days for …)
17. ensure v.
18. freight n. (air/ sea freight)
19. instruction n. (carry out/ give instructions; buyer’s/ packing/ shipping/ special instructions)
20. hand v. (over)
21. handling n. (rough handling)
22. handover n.
23. in sb’s favour
24. in full
25. in production
26. logo n.
27. losses n.
28. negotiable adj. (negotiable documents/ bill)
29. on receipt of
30. payment (pymt.) n. (payment terms; payment against documents; allowance for payment)
31. packing n. (packing case/ department/ list/ terms; inferior / inadequate / negligent packing)
32. ready market
33. ream n.
34. recurrence n.
35. reference number
36. refrigeration facilities
37. reserve v. (reserve the right)
38. resume v.
39. settle v,
40. shipping n. (shipping documents/ arrangements/ company)
41. substitute n.
42. tissue paper
43. transaction n.
44. shipment n. (trans-/ short-/ re-shipment; part shipment)
45. wrap v.
46. wrapping n.
UNIT 7
1. advice n. (advice of dispatch/ payment)
2. airtight adj.
3. bale n.
4. band n.
5. barrel n.
6. Bill of Lading (BL BOL) (clean/ on board/ shipped bill of lading; сomplete set of bills of lading)
7. carboy n.
8. cardboard n.
9. carrier n.
10. carton n.
11. Cash On Delivery (COD)
12. cask n.
13. certificate n. (Certificate of Inspection/ Origin (CO); Forwarder’s Certificate of Receipt (FCR); Health/ Insurance/ Phytosanitary/ Veterinary Certificate)
14. combined transport (Combined Transport Document (CTD))
15. commodity n.
16. comply v. (with)
17. condition n. (in prime/ good condition)
18. consign v.
19. consignee n. (C/NEE)
20. consignor n. (C/NOR)
21. container n. (CTN) (returnable container)
22. corrugated paper
23. country n. (country of export/ import/ origin)
24. customs n. (clear through customs/ customs authorities/ clearance/ duty declaration)
25. damp-resistant
26. dimension n.
27. discharge v. (discharge a cargo)
28. DO NOT DROP
29. DO NOT STOW ON DECK
30. dock receipt
31. drum n.
32. durables n.
33. export n. (export packer/ packing/ trade)
34. fire-proof adj. syn. fire-resistant
35. forwarding agency/ company
36. fragile adj.
37. GLASS WITH CARE
38. handle v. (HANDLE WITH CARE)
39. hogshead n.
40. importer n.
41. in due course
42. in sb’s own interest
43. in transit
44. inflammable adj.
45. insurer n.
46. International Chamber of Commerce (ICC)
47. KEEP DRY
48. keg n.
49. licence n. (Export (E/L)/ Import (I/L) Licence)
50. LIFT HERE
51. lightweight adj.
52. line v.
53. lining n.
54. make fast
55. manifest n.
56. Marine Insurance Policy (MIP)
57. mark v., n.
58. marking n. (special marking)
59. merchandise n.
60. miss v. (from)
61. on arrival
62. on board
63. on delivery
64. on the way
65. OPEN THIS END
66. package n.
67. pad v.
68. padding n.
69. pass v. (on)
70. perishable adj.
71. port n. (port of call/ destination/ discharge/ loading)
72. precaution n.
73. reinforce v.
74. replacement n.
75. rustproof adj.
76. seal v.
77. secure v.
78. shipper n.
79. Single Administrative Document (SAD)
80. specimen n.
81. steam ship (S/S)
82. stencil v.
83. stevedore n.
84. stipulate v.
85. store v.
86. stow v. (STOW AWAY FROM HEAT)
87. strap n.
88. surrender v. (surrender documents)
89. tare n.
90. THIS SIDE UP
91. TO BE KEPT COOL
92. to the letter
93. TOP
94. Uniform Customs and Practice (UCP)
95. USE NO HOOKS
96. waterproof adj.
97. waybill n. (Air Waybill (AWB )
98. weight n. (gross/ net)
99. white goods
100. WITH CARE
UNIT 8
1. at carrier’s risk
2. at sb’s disposal
3. by return
4. carriage forward (carr. fwd.)
5. compensation n.
6. complaint n. (investigate a complaint)
7. deduct v. (from)
8. deter v. (from)
9. discrepancy n. (between)
10. enter v. (on)
11. formalities n.
12. franco domicile
13. in good order
14. in good time
15. International Trade
16. list of contents
17. merchant vessel (M/V)
18. mishandle v.
19. mislay v.
20. negligence n.
21. on schedule
22. penalty clause (invoke the penalty clause)
23. pilferage n.
24. presume v.
25. put to one side
26. quality n. (inferior quality)
27. refund n., v. (full refund)
28. surplus adj.
29. unloading
30. unsaleable
31. up to standard
32. warehouse n.
33. with the exception of
UNIT 9
1. acrimonious adj.
2. adjustment n.
3. bring v. (forward)
4. circumstances n. (circumstances beyond smb’s control)
5. claim n., v. (repudiate a claim)
6. debit n.
7. disposal n.
8. dispose (of)
9. duty n. (duty paid)
10. goodwill n.
11. inconvenience n.(cause inconvenience)
12. rectify v. (rectify a situation)
13. reimburse v.
14. reimbursement n.
15. remedy n.
16. restore good relations
17. short-ship v.
18. to sb’s satisfaction
UNIT 10
1. authenticate v.
2. bank GIRO slip
3. bank n. (advising/ confirming/ issuing bank; instruct one’s bank)
4. beneficiary n.
5. bill n. (accepted/ negotiable bill)
6. cash v.
7. cheque n. (crossed cheque)
8. consent n.
9. days after sight (d/s)
10. debit n., v.(debit card/ note)
11. draft (DFT) n. (international bank/ term draft; bank draft syn. banker’s draft)
12. draw v.
13. drawee n.
14. drawer n.
15. endorse v.
16. expedite v.
17. facilitate v.
18. insurance premium
19. intermediary n.
20. IOU (I owe you)
21. make out to order
22. negotiate n.
23. negotiation n.
24. on consignment
25. on sale or return (basis)
26. overdue
27. pay v. (pay cash)
28. payable adj.
Post Office Giro (International Post Office Giro)
Postal order
31. pre-pay v.
32. principal n.
Promissory note (P-note)
34. recourse n.
35. signatory n.
36. sola
37. tenor n.
38. to the extent of
39. triplicate
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