План заняття

І Організаційний момент. Привітання

II. Перевірка домашнього завдання.

ІІІ. Основна частина.

Whenever goods of an inferior quality, damaged articles, goods not ordered have been received, when there is a shortage or a delay, a letter of complaint is sent. The writer states, clearly and in detail, what inconvenience or damage has been caused and, possibly, what claims he raises. It is no use writing complaints in an angry, abusive tone. A reference to the previously satisfactory deliveries and the high standing of the partner will in most cases prove more helpful.

Coping with a complaint is one of the most difficult tasks facing the correspondent. First he must find out whether the complaint is justified or not. If that cannot be ascertained within a few days, he should write the customer immediately that he is investigating and will send a full reply soon. He should, however, avoid making rash promises.

If the fault is the exporter's he should apologize politely and, if necessary, offer the customer a suitable compensation or indemnification. Of course, this is only done if the buyer has supported his claim sufficiently. The seller will assure him that such a thing will never happen again. Finally, he may let his customer know how much he appreciates the business connection with him. If possible, he points to a new line he is bringing out or makes him a special offer.

inferior adj

2. shortage n

3. abusive adj

high standing

EXPRESSIONS MOST FREQUENTLY USED IN THE LETTERS OF COMPLAINT

We refer to our order No ... for the goods which arrived here on... (date).

On examining the consignment we found that....

We discovered that case No.... was short of... as compared to the quantity specified in the delivery documents.

... have no proper packing,

are damaged, scratched, rusty.

The control straps are missing and the seals are damaged.

We should be very much obliged if you would rectify this error.

Please send us replacements at your earliest convenience and advise us by return what steps you are taking to do this.

We would urge you to explain this discrepancy and to correct the error.

We refer to our order No.... for (the name of goods) which should have arrived here by... (date).

Please advise us (by email) when we may expect delivery.

Домашнє завдання: Вивчити лексику, мовні кліше

Заняття № 15

Тема: Відповіді на претензії.

Мета: навчити студентів правильно користуватися лексикою до теми, складати листи - нагадування; розвивати навички монологічного та діалогічного мовлення, навички послідовного перекладу; виховувати культуру мовлення.

Обладнання: роздруківки завдань до теми, підручник.

Час проведення: 2 години.

План заняття

І Організаційний момент. Привітання

II. Перевірка домашнього завдання.

ІІІ. Основна частина.

Reminders

If the buyer fails to fulfil his obligation of paying on time, it is customary to send three reminders:

Payment becomes overdue

Seller sends first reminder. This may be a hidden or covert reminder; that means it may be included in an offer or sales letter to the buyer

Buyer requests deferment of payment or makes a part-payment

If the buyer doesn't answer, the seller sends a third reminder with a final deadline for payment and states his intention to take legal action if payment isn't made by this date

If there is still no reply, the seller takes legal action against the buyer

Questions for revision

1. What is the difference between a general and a specific enquiry? Describe using examples.

2. What is the difference between a solicited and an unsolicited offer? Describe using examples.

3. What is an offer without engagement and when is it used? In the case of an offer without engagement, how is the sales contract concluded?

4. What is a firm offer and when is it used? In the case of a firm offer, how is the sales contract concluded?

5. What is the difference between a trial order and an initial order?

6. What is the difference between a repeat order and a follow-up order?

7. What is the difference between a standing order and merchandise on call?

8. What do you understand by breach of contract? Give some examples.

9. Describe the reasons a buyer may have to make a complaint. What kind of compensation would you, as the buyer, offer in each case?

10. What can you, as the seller, do if the buyer fails to fulfil his liability of paying on time?

Домашнє завдання: Вивчити «Reminders»

Заняття № 16