LANGUAGE PRACTICE - раздел Образование, UNIT 1 First impressions count! 1. Notice How These Sentences Express Regret:
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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.
1. Four cases contained the wrong goods.
2. Our agent had to wait seven days for delivery.
3. Damage was caused to the linings of the jackets.
4. We think the goods are of inferior quality.
5. We do not like the colour of the suits.
6. Corrosion and rust have made the instruments unsaleable.
7. The goods despatched do not correspond to the catalogue number of the goods we ordered.
8. Your packers did not follow our instructions.
9. Case No. 26 was breached.
10. We are short-shipped by three cases out of our order of twenty-seven.
11. The delay will mean that we cannot meet a delivery deadline to our customers.
12. 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:
1. Bring forward the date of the next shipment
2. Send our agent to inspect the goods
3. Despatch the shipping documents at once
4. Replace the damaged goods
5. Post the advice of despatch as soon as the ship sails
6. Visit your head offices next July
7. Collect the goods rejected by you
8. Send an expert to examine the goods
9. Offer you a discount of 10 %
10. Despatch the delayed goods franco domicile, duty paid
11. Ship the merchandise before the 10th December
12. 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:
1. There was damage. There was inadequate waterproof lining.
2. There was an error. There was confusion about reference numbers.
3. There was a delay. There was stormy weather in the English Channel.
4. There was a mistake. There was a false reference number in the catalogue.
5. 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.
1. Inconvenience caused by a delay of two weeks in delivery
2. Confusion caused by a shipment including one case with the wrong goods
3. Damage caused by the use of hooks during loading
4. Loss caused by bad packing
5. Inconvenience caused by the late arrival of the merchandise
6. Delay caused by changes in shipping schedules
7. Worry caused by the late arrival of an advice of despatch
8. Loss caused by our failure to meet the delivery date
9. Damage caused by heat on board ship
10. 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:
1. Delays in shipment
2. Damage to goods in transit
3. Goods are packed properly
4. Your instructions are carried out
5. Short-shipment of goods
6. The documents are sent in advance
7. The reference numbers are up to date
8. Our agents despatch goods promptly
9. The goods are checked carefully
10. 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.
1. The goods / on time
2. Our agent / the Certificate of Insurance to you in good time
3. The delay / no inconvenience to you
4. The shipment / undamaged in transit
5. The quality of the replacements / to your satisfaction
6. Your representative / the shipping documents
7. The packing arrangements / your instructions
8. You / satisfied with the merchandise
9. We / meet your demands
10. You / our apologies for the error
Exercise 91. Insert the correct words in the appropriate spaces in the passage below.
At some point in life everyone has to write business correspondence of some... Business correspondence generates more paper world wide than any other form of written communication Even the e mail...
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LANGUAGE PRACTICE
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HEADED NOTEPAPER
Nearly all businesses, and many private individuals, have a printed letterheading on their paper. Like all other parts of the letter, the heading should present a suitable image, and give all the n
SETTING OUT YOUR LETTER
It is important to achieve a good balance between the size of the sheet of paper and what is to be written on it. It will detract from the overall appearance if the first sheet is closely spaced, a
Figure 2
1 Sender’s address Bredgade 51
DK 1260
Copenhagen K
DENMARK
2Date 26 May 20—
3 Inside address
SURNAME KNOWN
As a guide to use of first names and/or initials, follow the recipient’s preferred style as indicated by past correspondence. Always use a courtesy title, and copy the spelling of names carefully.
DEPARTMENT KNOWN
Alternatively, you can address your letter to a particular department of the company, e.g. The Sales Department, The Accounts Department.
In both these cases an organisation name s
ORDER OF INSIDE ADDRESS
This should be copied carefully from the previous correspondence if available and should be the same as the address to be used on the envelope. Avoid using abbreviations for road or town names, alt
BODY OF THR LETTER
Sometimes it is difficult to think of suitable words with which to start the letter. In general, you should always refer to any previous correspondence in the first paragraph and also try to get to
Table 1
TITLE
STATUS
COMPLIMENTARY CLOSE
Mr
married or unmarried male
Yours sincerely
SIGNATURE
Letters will usually bear the signature of the writer. Always type your name and, if relevant, your job title, below your handwritten signature. This is known as the signature block. Even th
Figure 3
1 Letterhead Compuvision Ltd Warwick House
Warwick Street
Forest Hill
London
SE23 1JF
Telephone +44(0)20 8
PER PRO
The abbreviation p.p. sometimes appears in signature blocks. It means per pro, i.e. for and on behalf of, and is used by administrators or personal assistants when signing lett
DESPATCH METHOD
Sometimes it may be useful to indicate the despatch method to be used, such as: Recorded Delivery, Registered Post, Airmail, or Courier Delivery. Type this in capitals a
Figure 4
Compuvision Ltd Warwick House
Warwick Street
Forest Hill
London
SE23 1JF
Telephone +44(0)20 8566 1861
Facsim
Figure 6
42 Botley Close,
Colebourn,
RIPON,
Yorks,
R18 7QS.
Your Rcf: 5/12A
17th May 2000
Messrs Brown &
Figure 7
42 Botlcy Close,
Colebourn,
RIPON,
Yorks,
R18 7QS
Your ref: 5/12A
17th May 2000
Messrs Brown & Page (Bu
ADDRESSING ENVELOPES
Envelope addresses are written in a similar way to inside addresses. But in the case of letters within or for the UK, the name of the town and the country are written in capital letters, and the po
Figure 11
Dear Sir
Thank you for your enquiry. We have a wide selection of watches which we are sure you will like. We will be sending a catalogue
Figure 13
Dear Sir / Madam
We are interested in your security systems. We would like to know more about the prices and discounts you offer.
A bus
SIMPLICITY
Check that all the words you have used mean what you intend them to mean. Think carefully whether they will be understood by the reader, and whether they are suitable for the type of letter you are
Figure 15
Dear Sir/Madam
I beg to acknowledge receipt of your letter of the 15th inst. in connection with our not clearing our account, which was o
Figure 17
Dear Mr Rohn
I've already written to you concerning your debt of £1,994. This should have been cleared three months
Table 2
INAPPROPRIATE FORM
PREFERRED ALTERNATIVE
you’ve probably guessed
you are probably aware
you’ll ge
ABBREVIATIONS AND INITIALS
Abbreviations can be useful because they are quick to write and easy to read. But both correspondents need to know what the abbreviations stand for.
The abbreviations CIF and FOB
TYPES OF ORGANIZATIONS
Industry, in a general sense, the production of goods and services in an economy. The term industry also refers to a group of enterprises (private businesses or government-operated corporations) th
PEPLIES TO ENQUIRIES
A reply to an enquiry from a regular customer is normally fairly brief, and does not need to be more than polite and direct. Provided the supplier is in a position to meet his correspondent’s requi
Catalogues and samples
M. Gerard wrote to R.G. Electronics to enquire about CDs (see Figure 20). He implied that his store was a large one, that he was only interested in high-quality products, and that
MARKING
There are 3 principal types of marking which may have to he done on export packages:
1. The consignees’ own distinctive marks.
2. Any official mark required by authorities.
Specimens of marks
1 K R LTV
Durban X
Brisbane
FOREIGN PRODUCE OF SOUTH AFRICA
Net weight 100 kg. Dimensions
Gr
Figure 30
Exporter informs prospective customer of packing and marking procedures.
The buyer (
Figure 31
The buyer sends the instructions for packing and marking.
TYPES OF ORGANIZATIONS
Exercise 17.Classify the following industries as primary, secondary, or tertiary.
Agriculture; commercial fishing; government activity; hotel industries; mass media;
LANGUAGE PRACTICE
1. Note the use of ‘With the exception of …’, and ‘which …’ ‘ We can join these three sentences using them. The merchandise seems to be in good order. No. 9 is not.
Discrepancy negligence quantity up to standard
Complaints are often received by companies who ship consignments overseas. These complaints are sometimes about the (1) …… of goods received. Perhaps not enough goods were sent, perhaps too many. A
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,
In advance up-to-date
Exercise 94. The text of a letter replying to a complaint is given. Complete it, choosing from the alternativ
Column open submit
An invoice is a (1) …… , that is, a demand for payment. It can also be a (2) ……, a regular notice of a buyer’s account with a seller. The statement invoice is for buyers who have an (3) …… account
Talking about letters of credit
When an exporter and importer have done business for several years and there is a high degree oftrust(1) … between them security of payment is not an important issue. With a new cl
Dispatch v., n. (dispatch method)
38. DIY (Do It Yourself)
39. Doctor (Dr)
40. ea. (each)
41. enclose
42. enclosure (Enc./ Encl./ Enc/ Encs)
43. Esquire (Esq.)
44. etc. (et cete
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