Môn tiếng anh kinh tế quốc tế: INTERNATIONAL BUSINESS LETTERS (phần 2)

 Writing letters of enquiry • Opening: o Tell your supplier what sort of organization you are.. REPLIES AND QUOTATIONS Replying to letters of enquiry • Opening: thank the writer for hi

 Methods of enquiry

 Writing letters of enquiry

 Specimen letters

 Methods of enquiry:

• An enquiry can be made by telephone, fax, or email

• The contents of an enquiry will depend on 3 things:

o How well you know the supplier

o Whether your supplier is based in your country or abroad

o The type of goods/services you are enquiring about

 Writing letters of enquiry

• Opening:

o Tell your supplier what sort of organization you are

Eg: We are a co-operative wholesales society based in Zurich

Our company is a subsidiary of Universal Business

Machines and we specialize in…

We are one of the main producers of industrial

chemicals in Germany and we are interested in….

o How did you hear about the company you are

You were recommended to us by Mr John King, of

Lasworn and Davies, Merchant Bankers

o It is possible to use other references:

Eg: We were impressed by the selection of gardening tools displayed on your stand at this year’s Hamburg

Gardening Exhibition

Our associates in the packaging industry speak highly of your Zeta packing machines, and we would like to have more information about them Could you send us…

• Main section: asking for certain purpose (price list,

interested in stands suitable for displaying furniture

I would appreciate your sending me and up-to-date

price list for your building materials.

o Asking for details: goods/services you want to know

Eg: I am replying to your advertisement in the June

edition of “Tailor and Cutter” I would like to know more about the steam presses which you are offering at cost price

Could you please give me more information about

course BL362, which appears in the language-learning section of your summer prospectus?

o Asking for samples, patterns, demonstrations

Eg: As these are children’s toys, we pay much attention

to safety Could you therefore send us at least two

samples?

Where can I see a demonstration of this system?

Could you let us know if you allow cash discount?

As we intend to place a substantial order, we would like

to know what quantity discounts you allow

o Asking for goods on approval, or on sale:

Eg: We want to test the demand for new products, so would you please give us half of dozen goods on

approval?

o Asking for an estimate or tender:

Estimates are quotations to complete a job (eg installing machinery)

Tenders are similar quotations, but in written form

Eg: We are writing to a number of building contractor to invite estimate for the refitting our office

• Closing: usually a simple “thank you”

Eg: We hope to hear from you in the near future

We look forward to hearing from you

We would be grateful for an early reply

 Specimen letters

• Short enquiries

• Reply to an advertisement

• Enquiry from a buying agent

• Enquiry from a retailer to a foreign manufacturer

• Request for goods on approval

• Request for an estimate

 Replying to letters of enquiry

 Quotations

 Specimen letters

REPLIES AND QUOTATIONS

 Replying to letters of enquiry

• Opening: thank the writer for his/her enquiry Mention the date of his/her enquiry and quote any other

• Main section:

o Confirm that you can help:

Eg: We can supply from stock and will have no trouble

in meeting your delivery date

We can offer door-to-door delivery services

REPLIES AND QUOTATIONS

o “Selling” your product: persuade the customer to do

business with you by showing some selling point of your product

Eg: We can assure you that the Alpha 2000 is one of

the most outstanding machines on the market

o Suggesting alternatives: offer an alternative if you do not have what the customer asked for Do not criticize the product he/she originally asked for

Eg: We are out of stock model DS 102 Model DS 103 is our new improvement with many advantages We

enclose…

REPLIES AND QUOTATIONS

o Referring customers elsewhere: tell the customer

another company if you may not be able to handle the order

Eg: The book you mention is not published by us, but by Oxford Co.,Ltd Their address is…

o Sending catalogues, price lists, samples Remember to enclose current catalogues with your reply

Eg: Please find enclosed our current price lists quoting CIF prices Kobe

We enclose our summer catalogue.

REPLIES AND QUOTATIONS

o Arranging demonstrations and visits

Eg: As the enclosed booklet can not show the efficiency

of this system, we would be happy to arrange for our

representative to visit you and give a demonstration

• Closing:

Eg: Once again we would like to thank you for writing

We would welcome any further questions you might have

Please contact us again if you have any questions

REPLIES AND QUOTATIONS

 Quotations:

• Prices:

o Are the gross prices (include other costs: transport, insurance, taxes) or net prices

o Are subject to change or not

o Are in your customer’s currency

Eg: We can offer you a net price of 150,000 USD per item, firm 21 days, after which the price will be subject

to an increase of 5%

• Transport and insurance costs: according to Incoterms

2000 with 4 group: E, F, C, D

Two other terms are used mainly in UK:

o Carriage Paid (C/P): charges will be paid by the sender

We will send replacements for the damaged goods C/P.

o Carriage Forward (C/F): charges will be paid by the

receiver

As you are responsible for the damage, we will send replacements C/F

REPLIES AND QUOTATIONS

• Methods of payment: suggest any of several methods of payment

Eg: On receipt of a cheque for the amount quoted, we will send the article by registered mail

Payment for initial orders should be made by sight draft, payable at City Bank, New York, cash against

documents

REPLIES AND QUOTATIONS

• Quoting delivery date:

Eg: We have the materials in stock and will ship them immediately we receive your order

As there is a heavy demand at this time of year for heaters, you will have to allow at least six weeks for delivery

• Fixed terms and negotiable terms:

Eg: All list prices are quoted FOB Kobe and are subject

to a 25% trade discount with payment by letter of credit

We usually offer an 25% trade discount on FOB prices, and would prefer payment by irrevocable letter of credit

REPLIES AND QUOTATIONS

 Specimen letters

• Short replies

• Catalogues and samples

• “Selling” the product

• Offer of an alternative

• Quotation of terms

• Goods on approval

• An estimate

 Placing an order: Orders are usually written on a

company’s official form and accompanied with a

covering letter

• Opening: make it clear that there is an order

Eg: Please find enclosed our Order No.12 for 25 items

• Payment: confirm the terms of payment

Eg: We would like to confirm that payment is to be made

by irrevocable letter of credit which we have already

applied to the bank for…

Once we have received your advice, we will send a

banker’s draft to…

• Discounts: confirm the agreed discount

Eg: We would like to thank you for the 30% trade discount you allowed us

We would like to say that the 25% trade discount is quite satisfactory

• Delivery: confirm the delivery dates

Eg: It is essential that the goods are delivered before the beginning of November

• Packing: advise your supplier how you want the goods packed

Eg: The goods should be packed in seaworthy cartons

 Acknowledging an order:

Eg: Thank you for your order No.12 which we received today We are now dealing with it and you may expect delivery within the next three weeks

Your order No.12 is now being processed and should be ready for despatch by the end of this week.

we get our next delivery.

We no longer manufacture this product as demand over the past few years has declined

• Bad reputation: the customer may have a bad

reputation, find a diplomatic way of saying “no”

Eg: We would only be prepared to supply on a cash basis.

I am sorry to say that we must turn down your order as

we have full order books at present and can not give a definite date for delivery

We only accept payment by letter of credit

Delivery could not possibly be promised within the time given in your letter

• Size of order: the quantity required might be too

COMPLAINTS AND ADJUSTMENTS

 Different between a complaint and a claim:

Claim: complaint and demand for smt back

Eg: They made a complaint to claim for the lost items

 Why do you have to make a complaint/claim:

• Because there is discrepancy between the real

shipment and the terms stated in the order/contract

• Because you are not happy with the goods (insufficient, non-ordered…)

 Rules observed when making a complaint

 Writing general complaints

 Replying to letters of complaints

 Specimen letters

COMPLAINTS AND ADJUSTMENTS

 Rules observed when making a complaint:

• Make your complaint at once

• Be tactful and clever, avoid rudeness or creating ill-feeling,

which can cause suppliers to be unwilling to offer help

• Concentrate on the statement of fact, not to be wordy

• Do not assume that your supplier is to blame, he/she may

have a perfect good defense

• You may or may not decide to suggest how the matter should

be put right, but do not suggest how the mistake has

occurred, that is the matter for the supplier

 Writing general complaints

• Opening: Mention name of goods, order, delivery

date…and the condition of goods

Eg: I am writing with reference to order No.12 which we received yester day

The heaters MS22 are in a damaged/shortage condition

COMPLAINTS AND ADJUSTMENTS

• Message:

o State the reason why you have to make this complaint

o Point out evidence, called a Survey Report, to justify your complaint

o Point out your inconvenience or sufferings

o Suggest how to put the matter right (optional)

• Closing: Express your wish that the matter will be

looked into and solved immediately

Eg: We hope that you will look into the matter and have

it solved immediately so that our existing long

relationship will not be damaged

COMPLAINTS AND ADJUSTMENTS

 Replying to letters of complaints

• Opening: acknowledge that you have received the

complaint, and thank your customer for informing you

• If the complaint is justified, explain how the mistake occurred

• Tell your customer what you will do to put the matter right

• If the complaint is unjustified, you should give an

explanation of the problem

• Closing: apologize for the inconvenience your customer experienced

Eg: We would like to apologize for the inconvenience, and also point out that this type of fault rarely occurs in this item

COMPLAINTS AND ADJUSTMENTS

 Specimen letters

• Complaint of wrong delivery

• Reply to complaint of wrong delivery

• Complaint of damage

• Reply to complaint of damage

• Complaint of non-delivery

• Reply to complaint of non-delivery

• Complaint of bad workmanship

• Reply to complaint of bad workmanship