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  1. 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.

  2. 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.

  3. 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.

  4. inferior adj

  5. 2. shortage n

  6. 3. abusive adj

  7. high standing

  8. EXPRESSIONS MOST FREQUENTLY USED IN THE LETTERS OF COMPLAINT

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

  10. On examining the consignment we found that....

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

  12. ... have no proper packing,

  13. are damaged, scratched, rusty.

  14. The control straps are missing and the seals are damaged.

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

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

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

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

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

  20. Reminders

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

  22. Payment becomes overdue

  23. Seller sends first reminder. This may be a hiddenor covert reminder; that means it may be includedin an offer or sales letter to the buyer

  24. Buyer requests deferment of payment or makes a part-payment

  25. 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

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

  27. Домашнє завдання. Questions for revision

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

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

  30. 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?

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

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

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

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

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

  36. 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?

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

  38. Заняття № 24

  39. Тема: Фінансові документи.

  40. Мета: навчити студентів правильно користуватися лексикою до теми; розвивати навички монологічного та діалогічного мовлення, навички послідовного перекладу, формувати граматичні навички; виховувати культуру мовлення.

  41. Обладнання: роздруківки завдань до теми, підручник.

  42. Час проведення: 2 години

  43. План заняття

  44. І Організаційний момент. Привітання

  45. II. Перевірка домашнього завдання.

  46. ІІІ. Основна частина.

  47. All the three existing types of markets — money markets, share (stock) markets and commodity markets — function in close connection with the banking sphere.

  48. Nowadays one can speak of a global banking system although banks, of course, continue to play their local, more traditional role: opening and managing accounts, giving loans, and fulfilling all kinds of other operation to assist agriculture, industry and commerce.

  49. Traditional instruments of international bank payments are letters of credit (discussed in Chapter XV) and documentary collection bills.

  50. Documentary collection bills are presented to the importer's bank or its correspondent by the exporters together with all the shipping, insurance and other documents specified in the contract. If the documents are in order the importers instruct their bank to pay and then collect the shipping documents.

  51. The process of payment from bank to bank has been greatly quickened by the introduction of SWIFT system (Society for Worldwide International Financial Telecommunication). This network nowadays covers thousands of banks in about a hundred countries. A message to pay money sent through the computers of SWIFT system can be received in the matter of seconds.

  52. The role of correspondent banks is nowadays also permanently growing. A correspondent bank is the one which carries the deposit balance of another bank situated in another city of country. This exchange of services between banks greatly facilitates international payments.

  53. Some of the basic terminology connected with banking includes interest rates (percentages that a bank earns by giving out loans), deposits (i.e. money placed in a bank), remittances (i.e. transfer of money), etc.

  54. Interest rates and bank rates, naturally, differ from country to country, from bank to bank, and from client to client, but one of the most influential indices here is LIBOR (London Interbank Offered Rate).

  55. Another development in banking is the industry of plastic (credit) cards. By issuing credit cards to individual clients and thus encouraging them to spend money, the banks tap the almost inexhaustible resources of the consumer sector. This system was pioneered by the USA where plastic cards have proved a goldmine for banks, but now credit cards are issued by virtually all big banks around the world.

  56. NOTES

  1. money market

  2. share (stock) market

  3. commodity market

  1. opening and managing accounts

  2. collection bill to collect v collection n collection order

  3. SWIFT (Society for Worldwide International Financial Telecommunication)

  1. correspondent bank

  2. interest rate

  3. remittance n

  4. bank rate

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