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8. Discuss with the partner the steps you should make to reach the international market.

9. Read the sample of letter of handling a complaint and answer the questions after it.

Visteria Ltd.

P.O. Box 82

Moscow 253206

Russia

21th April, 2012

Ref: Order No. 142 of 21th March, 2011

Dear Mr. Smurov,

Your letter of 18th April, 2011, was duly noted. The shirts you returned to us are indeed defective. We have to admit that these defects were overlooked by our controller and offer apologies for the oversight.

We are sending you new shirts as a replacement this week by air, carriage paid, and would ask you to confirm their receipt by fax.

If any other problems arise, please do not hesitate to contact us.

Yours sincerely,

Jack Brown

Jack Brown

Claims Department

1. How did Jack Brown explain the presence of the defective parts in the consignment? 2. How did they deal with the complaint? 3. Did they send them a replacement? 4. Who was to pay for this consignment?

10. Write a letter to an English company, saying that you are in a fix because of the delivery delay of the consignment of the equipment which was due to arrive in Moscow two weeks ago. Ask for the reason for the delay and find out when the equipment will be supplied.

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