- •Introduction
- •Unit 1 First impressions count!
- •Think quality
- •Paper quality
- •Paper size
- •Headed notepaper
- •Continuation sheets
- •Setting out your letter
- •Sender’s address / outside address
- •Inside address / receiver’s address / recipient’s address
- •Surname known
- •Job title known
- •Department known
- •Company known
- •Order of inside address
- •Attention line / ‘for the attention of’ line
- •Salutation / opening greeting
- •Body of thr letter
- •Complimentary close / complimentary ending
- •Signature
- •Sender’s name
- •Sender’s office or department
- •Type of company
- •Mary Raynor
- •Board of directors
- •Address
- •Registered number
- •Per pro
- •References / reference code
- •Job title
- •Enclosures
- •Despatch method
- •Private and confidential / classification line
- •Subject title / subject line
- •Copies / copies line
- •Postscripts
- •Common letter layouts
- •Fully blocked layout
- •John Smith
- •Semi-blocked layout
- •17Th May 2000
- •Quotation for extension at 42 Botlcy Close
- •John Smith
- •Fully indented layout
- •Quotation for extension at 42 Botley Close
- •John Smith
- •A few words about envelopes
- •Addressing envelopes
- •Kettering
- •Sender’s address addresses on the envelopes
- •Abbreviated forms on the envelope
- •Writing well length
- •Too long
- •Too short
- •The right length
- •Order and sequence
- •Unclear sequence
- •Clear sequence
- •Planning
- •First paragraph (introductory paragraph)
- •Courtesy
- •Idioms and colloquial language
- •Clarity
- •Abbreviations and initials
- •Numbers
- •Prepositions
- •Words to avoid foreign words
- •Ambiguous words
- •Vogue words
- •Titles, names and addresses
- •Unit 2 types of organizations
- •Organisational structure and communication
- •The purpose of organisation charts
- •Relationships in a business organisation
- •Rayco ltd
- •Unit 3 enquiry letters
- •Figure 19
- •Figure 21 Quotation of terms
- •Unit 5 follow-up and sales letters
- •Figure 23
- •Figure 24
- •Figure 25
- •Unit 6 orders and execution of orders
- •Figure 27 Order
- •Figure 28
- •Marking
- •Specimens of marks
- •Kent, clarke & co. Ltd
- •Figure 33 Advice of shipment to importer
- •Unit 8 letters of complaints
- •Unit 9 replies to complaints
- •Unit 10 overseas payments
- •Invoice
- •Figure 45
- •Bank draft
- •Bank transfer
- •Bill of exchange
- •Introductory paragraph (sender’s) address
- •Into English:
- •Hierarchy
- •Organization chart Rossomon plc
- •John sutton
- •Linda Gabbiadini
- •Padryg Burne
- •Unit 3 enquiry letters language practice
- •Unit 4 replies to enquiries language practice
- •Paper Products plc
- •16 Rushthorne Way, Bolton, Lancashire bl63 6sg
- •Unit 5 follow-up letters language practice
- •In stock out of stock under separate cover
- •Into effect (come into effect)
- •Unit 6 orders and execution of orders language practice
- •Inconvenience reference terms
- •In touch with in (your/our) favour of assistance
- •Unit 7 packing and despatch language practice
- •Packing
- •Goods and transport
- •International trade finance documents
- •In our/your own interest in due course on the way
- •In transit on arrival to the letter
- •Unit 8 letters of complaint language practice
- •In good time with the exception of on schedule
- •Issue passed reply
- •Unit 9 replies to complaints language practice
- •In advance up-to-date
- •Unit 10 overseas payments language practice
- •Talking about letters of credit
- •Importer
- •Importer’s bank
- •Barklays
- •Dispatch V., n.(dispatch method)
- •Receiver’s address
- •Recipient’s address
- •Unit 2
- •Unit 3
- •Unit 4
- •Unit 5
- •Unit 6
- •Unit 7
- •Unit 8
- •Unit 9
- •Unit 10
- •Post Office Giro (International Post Office Giro)
- •Postal order
- •Promissory note (p-note)
In good time with the exception of on schedule
Exercise 85. Read this letter of complaint, and fill in the blanks with the correct verb taken from the list below.
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.
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.
Уважаемые господа,
С сожалением сообщаем Вам, что 4 из 20
ящиков, содержащих нашу партию
будильников, были неправильно упакованы.
b. Complaints about quality.
Unit 9 replies to complaints language practice
1. Notice how these sentences express regret:
We
are very/extremely sorry to hear
that two filing cabinets of the
wrong sort were sent.
We are very/
extremely sorry that you had to
wait for this shipment.
We (greatly)
regret very much that you did not
receive the full consignment.
Make sentences similar to the above for the following causes of complaint. These complaints are from buyers, addressed to the supplier.
Four cases contained the wrong goods.
Our agent had to wait seven days for delivery.
Damage was caused to the linings of the jackets.
We think the goods are of inferior quality.
We do not like the colour of the suits.
Corrosion and rust have made the instruments unsaleable.
The goods despatched do not correspond to the catalogue number of the goods we ordered.
Your packers did not follow our instructions.
Case No. 26 was breached.
We are short-shipped by three cases out of our order of twenty-seven.
The delay will mean that we cannot meet a delivery deadline to our customers.
Inadequate packing by your packers caused the loss of five cases of whiskey.
2. Notice how you inform a customer about alternative arrangements:
We
are arranging to
send replacements on the M/V Sidmouth.
We have
arranged to send replacements on
the M/V Sidmouth.
Inform the buyer about alternative arrangements for these:
Bring forward the date of the next shipment
Send our agent to inspect the goods
Despatch the shipping documents at once
Replace the damaged goods
Post the advice of despatch as soon as the ship sails
Visit your head offices next July
Collect the goods rejected by you
Send an expert to examine the goods
Offer you a discount of 10 %
Despatch the delayed goods franco domicile, duty paid
Ship the merchandise before the 10th December
Pack the goods in accordance with your instructions
3. Explanations: Notice the use of the verb cause here:
There
was a delay. (complaint) There was a dockers' strike. (explanation) The
delay was caused by a
dockers' strike.
Write explanations in the same way for a customer’s complaints about the following:
There was damage. There was inadequate waterproof lining.
There was an error. There was confusion about reference numbers.
There was a delay. There was stormy weather in the English Channel.
There was a mistake. There was a false reference number in the catalogue.
There was an accident. There was rough unloading at the port.
4. Notice how apologies are made:
We
apologize for any inconvenience
caused by the error.
We sincerely apologize for the
inconvenience caused by this short-shipment.
Please accept our sincere regrets at
any inconvenience caused to you by our mistake.
Write ‘apologies’ to a customer for the following complaints.
Inconvenience caused by a delay of two weeks in delivery
Confusion caused by a shipment including one case with the wrong goods
Damage caused by the use of hooks during loading
Loss caused by bad packing
Inconvenience caused by the late arrival of the merchandise
Delay caused by changes in shipping schedules
Worry caused by the late arrival of an advice of despatch
Loss caused by our failure to meet the delivery date
Damage caused by heat on board ship
Inconvenience caused by the discharge of the goods at the wrong port
5. Notice how you assure customers that similar mistakes will not happen in future:
We
shall ensure that similar mistakes
do not occur again.
We shall do everything we can to ensure
that goods are despatched on time
in future.
Write similar sentences of assurance to a customer for the following:
Delays in shipment
Damage to goods in transit
Goods are packed properly
Your instructions are carried out
Short-shipment of goods
The documents are sent in advance
The reference numbers are up to date
Our agents despatch goods promptly
The goods are checked carefully
Our forwarding agents mark the containers in accordance with your instructions
6. Notice how you express a mixture of hope and expectation:
We
trust that the goods are suitable.
I trust
that our representative is helpful
to you.
Use the same expression for the following. Choose a suitable verb.
The goods / on time
Our agent / the Certificate of Insurance to you in good time
The delay / no inconvenience to you
The shipment / undamaged in transit
The quality of the replacements / to your satisfaction
Your representative / the shipping documents
The packing arrangements / your instructions
You / satisfied with the merchandise
We / meet your demands
You / our apologies for the error
Exercise 91. Insert the correct words in the appropriate spaces in the passage below.
assure franco domicile propose
carry out goodwill remedy
courteous inconvenience representative
due to prompt short-shipped
Letters of adjustment should always be (1) … , or polite. You should express regret for any (2) … caused by your mistake, and it is a good idea to (3) … the buyer that you will correct the mistake, and offer any other (4) … you think may be useful.
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 instructions in the future. Offer the services of your (7) … who can visit the buyer and help to arrange replacements.
If the buyer asks you what you (8) … to do about delayed shipments, send a (9) … reply. If the order was (10) … you should despatch the goods which were not sent as soon as you can. It is a good idea to arrange payment (11) … which means that all costs are paid to the consignee’s warehouse. This will be accepted by the buyer as a sign of (12) … and may prevent the customer from changing his supplier.
Exercise 92. Read this extract from a letter apologizing for a delayed delivery, and choose the best words from the options in brackets.
Exercise 93. Insert the correct phrases in the appropriate spaces below.
beyond our control to your satisfaction within a few days