Деловые письма. Учебное пособие

2

Dear Sirs

Thank you very much for your order of 2 March for: 5 doz. tea services no.53.

3 ,, dinner services no.65.

4 gross cups and saucers, export seconds, white.

All these items are in stock, and we can guarantee delivery to your Liverpool warehouse well before 15 March. As requested, we will advise you of date of detach. We are at your service at all times.

Yours faithfully

3

Dear Sirs

We were very glad to receive your order for: 2 horizontal drilling machines,

to be supplied to your own specification.

As we mentioned in our previous letter, delivery for machines made to supplied specifications is nit normally possible in less than 3 month, but we should like to help you and are giving your order priority. You may be sure that your machines will be ready for shipment by 1 April.

We will advise you when your order is ready for collection and shall be pleased to assist you to the best of our ability at all times.

Yours faithfully

4

Dear Sirs

We thank you for your interest in our special offer of tinned beef, and are pleased to advise you that your order has been dispatched today by Road Transport Services, Ltd.

Yours faithfully

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5

Dear Sirs

Many thanks for your order of 3 March for:

2,000 litres assorted distempers.

It is already being attended to and there will be no difficulty in getting the goods to you by your stipulated date.

Yours faithfully

The sellers promise punctual dispatch

Rejection of offer of coffee

7. Further acknowledgements of orders

5. Manufacturer acknowledge order and guarantees delivery

Manufacturer acknowledges order and confirms priority

11. Put sentences in the right order

1 The consignment of watch springs sent you by air freight on 15 June was invoiced to you on 16 June and payment was accordingly due on 16 August.

2 Under our agreement, payment for individual orders sent to you is due 2 months from date of invoice.

3 May we ask you for prompt clearance of all invoiced accounts, as we can only supply at our agreed prices if this is done.

4 No doubt it is through an oversight on your part that settlement is now 3 weeks overdue and we look forward to receiving your remittance in the course of a few days.

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12. Fill in the gaps. Use words and word combinations from the table below.

Dear Sir

We have received your letter of 15 August _________ us that your account was due for payment on 31 July. We intended __________ by the end of last month, but business has been slack in the fur trade, and our own ________ have been very slow in clearing their accounts. This has, of course, resulted in a temporary liquidity problem for us.

Today we have sent you ______ for £750, which we must ask you

________ . We will send you a further sum ___________ , and will clear the balance outstanding by the end of September.

We are very sorry to have to keep you waiting, but hope you will

_________ that we are doing everything we can under difficult circumstances.

Yours faithfully

realise, to clear this account, to accept on account, in a fortnight’s time, a cheque, customers, reminding.

6C Letter practice

13. Write a letter according to a memo given below.

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14. This surveyor’s report has just arrived in the post. Write to a customer about the results of this examination.

SUMMARY OF THE REPORT ON THE EXPLOSION

AT PERFECTA LTD

We have examined the heating system at Perfecta. In our opinion, the wrong oil was put in the heating unit. This made it get too hot and explode. We found nothing wrong with the heating system itself or the way it was installed.

Letter plan

−apologise for blaming them

−ask them to fit a new heating system as soon as possible

−close the letter and apologise again

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U n i t 7

COMPLAINTS AND THEIR ADJUSTMENT

7A Study section: making a mild complaint, making a point, warning, making a strong complaint

7.1.ZODIAC BANK WRITES TO COMPLAIN

1.Zodiac Bank ordered some office furniture from Moderne Möbel. The filing cabinets did not arrive so Mr. Klimov wrote to complain. He received a reply from Mr. Dick. As you read the letters, try to find the answers to the questions below the letters.

ZODIAC BANK Plc

5, Rachmaninov St Tambov Russia

Telephone 8-4752-520402 • Telex 8-4752-520402

Order 2789

I am writing in connection with your letter of 24 February concerning the above order for some office furniture.

Unfortunately, we have not yet received the filing cabinets which were a part of this order. We would be grateful if you could deliver these as soon as possible or refund our money.

We look forward to hearing from you.

Yours sincerely,

Peter Klimov

Peter Klimov

Manager

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7.2. MAKING A MILD COMPLAINT

To make a mild complaint you can:

– say that, unfortunately, something is wrong,

e.g. ‘Unfortunately, we have not yet received the filing cabinets.’ and then, using the phrases you learnt before:

– request some action. e.g. ‘Please could you

‘We would be grateful if you could deliver them soon.’ ‘We would appreciate it if you could.

7.3. MAKING A POINT

If you want someone to take note of something you can use phrases such as:

I should like to draw your attention to (the fact that) ...

I should like to point out that...

If you are saying something that they already know (and you are a little bit angry) you can write:

I should like to remind you that ...

I hope that it is not necessary to remind you that ...

2. You have been passed these memos and letters. What will you write?

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7.4.ZODIAC BANK HAS TO WRITE AGAIN

3.Three months later, Zodiac Bank had still not received the filing cabinets. Peter Klimov wanted to write again.

1.Is Mr. Klimov still making a mild complaint? How do you know?

2.What will he do if he does not get a reply to his letter?

ZODIAC BANK Plc

5, Rachmaninov St Tambov Russia

Telephone 8-4752-520402 • Telex 8-4752-520402

Order 2789

It is now over seven months since we placed the above order with you and we are still waiting for the Linton filing cabinets. I should like to remind you that we have already paid for these cabinets. We really must insist, therefore, that you deliver them immediately or refund our money.

Unless we hear from you within seven days, we will be forced to take legal action.

Yours sincerely

Peter Klimov

Peter Klimov Manager

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Look at the phrases above and suggest appropriate warnings:

a)a company that has not paid your bill

b)another company that is using your company’s car park

c)an employee who always arrives late for work

d)a builder who has left a lot of his tools in your office

7.6. MAKING A STRONG COMPLAINT

To make a strong complaint you can:

– say exactly what is wrong,

e.g. ‘It is now over nine months since we placed this order and we are still waiting for the cabinets.’

– make a point connected with this,

e.g. ‘I should like to point out that we have already paid for these cabinets.’

and then:

– demand immediate action.

e.g. ‘We really must insist, therefore, that you deliver them immediately.’ If you think that it is necessary you can also:

– give a warning.

e.g. ‘Unless we hear from you, we will take legal action.’

7B Activity section

7.2.REMINDING FOR A PAYMENT

4.Study the letter and say: In what way do the customers ask to open account terms?

A first request will usually be friendly in tone, be accompanied by a copy of the account, and show neither annoyance nor any hint of doubt about the customer’s intention to pay.

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7.3. SUGGESTED OPENING LINES FOR A FIRST REMINDER

We have to draw your attention to our statement dated (___) for the amount of (____), and to remind you that settlement was due by 31 July. Will you please let us have your draft in settlement of our invoice no. (_____) of.

We are sorry to have to inform you that we have not yet received a credit advice from our bank in connection with the consignment which was sent to you on (_____) (our invoice no.(____))

We sent you our quarterly statement on (_____) , but since we have not received any advice of payment. We are enclosing a copy of the statement and would be glad if you would kindly arrange early settlement.

Dear Sirs

Today we have arranged payment of your invoice no. 162 for goods received on 24 April. The material arrived in good condition and has now been sold.

As we have now done business with you for a year on the basis of payment on invoice, we would like to ask you to grant us open account terms, with quarterly settlement. Our two other main suppliers, Messrs ...

and ... , have recently agreed to supply us on these terms.

Yours faithfully

Dear Sirs

As we have always received your payments punctually, we are puzzled to have had neither remittance nor report from you in connection with our current statement of 7 April.

We think you may not have received our letter containing the statement, as settlement is now 4 weeks overdue. We are accordingly enclosing a copy of the account to the amount of £ ... and you will no doubt give it your early attention.

Yours faithfully

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