ТЕМА 5. ДЕЛОВЫ ПИСЬМА (BUSINESS LETTERS)
Text 1.
STRUCTURE AND PRESENTATION
Read, translate and discuss the text. Make use of the vocabulary notes.
Developments in technology have made a great impact on business communication as
they have made it possible to have instant communication all over the world. Speed has become
the key to successful business communications. Fax messages and electronic mail superseded
telex messages and letters. But the importance of the first impression of your printed
communication is as essential as it was 50 years ago. High communication standards are vitally
important in today's competitive business. By setting high standard in the important area of
printed communication you will be helping to create the corporate image of your organization.
Nowadays companies use printed stationery with their own letterhead, which comprises:
4. The company's name
5. The full postal address
6. Contact numbers - telephone, fax, e-mail address
The printed letterhead of the company also gives information about the type of the company:
abbreviation Ltd. is used for private limited companies with limited liability whose shares are
not available to the public. In the USA the term Incorporated (Inc.) is used.
The abbreviation PLC (Public Limited Company) shows that the company's shares can be
bought by the public.
The fully blocked layout is now the most widely used method of display for all business
documents. The style is considered to have a businesslike appearance. Open punctuation is often
used with the fully blocked style. However some companies may prefer the indented style, but
whichever layout you use for your business documents, the most important is consistency, i.e.
ensuring all the documents are displayed in the same format.
Blocked style
Arnett House
Hawks Lane
Canterbuty
Kent CT 1 2 NU
UK
Indented style:
Arnett House,
Hawks Lane,
Canterbuty,
Kent CT 1 2 NU,
UK
Specimen Letter 1
Letterheaded paper
ICF Ltd
International Conferences and Fairs
Am Hofgarten 953113 Berlin Germany
Tel.: +49 228 3011725 Fax: +49 228 3011755
e-mail: [email protected]
Reference (initials of
writer/typist, sometimes a filing reference)
Date (day, month,
year)
DE/KM
12 November 20__
Inside address (name, Mr. Paul Norman
title, company, full
Director
address, postal code) BSE
Daisy House, 26 Harley Road
Bournemouth
BH2IW
United Kingdom
Salutation
Dear Mr. Norman
Heading (to give an The Berlin Conference
instant idea of the
theme)
Body of Letter (one line If you are sending students abroad and are looking for new partners
space
between or wish to keep in contact with existing ones, we invite you to attend
paragraphs)
the Berlin Conference taking place in Intercontinental Hotel in
Berlin March
29-30, 20__
THE BERLIN WORKSHOP will put you in face-to-ace contact
with education providers from around the world, including hoarding
schools, hotel management and hospitality schools, МBA
programmes, language programmes and summer schools, as well as
colleges and universities offering graduate and post-graduate
studies, who are interested in appointing new student recruitment
partners.
Please find enclosed the programme of the event and visit our site
for details.
Complimentary close
Yours sincerely,
Name of sender
Dorothee Elger
Sender's designation or Assistant Manager
department
Appointment section ICF
Inc (if anything is
inclosed)
Enclosure
Show if any copies are BSE Branch Manchester
circulated (if more
than one, use
alphabetical order)
Specimen Letter 2
Homebase PLC
Letterheaded paper
Include the main
Tel: +44 207 2871123
Fax:+44 207 2811243
E-mail: [email protected]
21 Bond Street
London WC1
UK
heading "FAX MESSAGE"
FAX MESSAGE
These headings are important so
that all the essential details can
be inserted alongside
To
Company
Fax Number
From
Ref
Date
It is important to state the
number of pages being sent
Number of Pages
(including this page) 1
A salutation may be included if
preferred
Dear Mr. Cifani
The heading should state the
main topic of the fax message
Reply to enquiry
The body of the fax message
should be composed similarly to
a business letter
I am sending under separate cover a catalogue and a price
list for our culculators as requested in your letter of 10
January 20_______.
At the moment we have in stock both models you are
interested in. But as these models are extremely popular
we cannot make you a firm offer. Please, contact me if I
can provide any further help.
A complimentary close is not
necessary
Look forward to hearing from you.
Jane Gartfield
Specimen Letter 3
Petro Cifani, Manager
Bruno Ltd
39 55 383557
Jane Gartfield, Sales Manager
JG/AD
12 January 20
e-mail letter
From
To
Sent
Subject
Attached
[email protected]
[email protected]
1 December 2004 10.27 a.m.
Christmas post card quotation
December price list
Hi Leo
Nice to hear from you. Yes, we did enjoy the holiday which regretfully was too short.
As to your request I've attached the December price list and a leaflet for the latest range of
Christmas post cards.
Plenty to choose. Promise to do my best about the delivery dates but I have to hear from you
asap.
Best wishes
Jullian
Parts of a business letter
Reference
The reference includes the initials of the writer and the typist, a file or departmental reference
may also be included. Normally the reference is inserted on the line above the date.
Example
DH/FN
Date
The date should be always shown in full. In the UK it is usual to show tin date in the order
day/month/year. No commas are used.
Example
14 June 20_
In some other countries the date is typed in the order month/day/year
Example
June 14 20_
The month in the date should not be written in figures as they can be confusing: for example,
11.01.02 means 11 January 2002 in the UK but 1 November 2002 in the USA.
Inside address
The name and address of the recipient should be typed on separate lines as it would appear on an
envelope. Care should be taken to address the recipient exactly as they sign their letters. For
example, a person signing as "June Mackenzie" should be addressed as such in the inside address
preceded with the courtesy title "Ms". To address her as "Ms J. Mackenzie" would be
inappropriate.
Example
Ms June Mackenzie
Marketing Manager
Abacus College
Threeways House
George Street
Oxford OX1 2BJ
UK
The name of the country should be always shown on the final line when writing letters overseas.
If a letter is sent by airmail, this should be indicated one clear line space above the inside
address.
Example
AIRMAIL
Mr. Roland Ernst
General Manager
Actilingva Gmbh
Gloriettegasse 8
A-1130 Wien
Austria
Special markings
If a letter is confidential it is usual to include this as part of the inside address, one clear line
space above it. This may be typed in capital letters or in initial capitals with underline.
Example
CONFIDENTIAL
Mrs. Jane Morell
Development Director
636 Broadway, Surte 210
San Diego California 92101
USA
It should rarely be necessary to use an attention line in today's business communications where
we almost always know the name of the person we are writing to. As shown in the above
examples, the name of the recipient is included in the inside address, and a personalized
salutation will be used.
In the past, however, an attention line was used when the writer simply wanted to ensure that the
letter ended up on a certain person's desk, even though the letter was addressed to the company
in general, and always began with "Dear Sirs".
Example
LAL Group
Possidonos Avenue
16675 Glyfada
Greece
FOR THE ATTENTION OF MR. PETER CASSALETTE, SALES MANAGER
Dear Sirs
Salutation
If the recipient's name has been used in the inside address, it is usual to use personal salutation.
Example
Dear Mr Hofmann
Dear Eric
Dear Mrs Hamwee
If your letter is addressed generally to an organization, then the more formal salutation "Dear
Sirs" should be used. Note that in the USA a letter to a company usually opens with Gentlemen,
followed by a colon, not Dear Sirs.
If your letter is addressed to the head of a department or the head of an organization whose name
is not known, then it would be more appropriate to use salutation as shown here.
Example
Dear Sirs
Gentlemen:
In the UK
in the USA
If you letter is addressed to the head of a department or the head of an organization whose name
is not know, then it would be more appropriate to use salutation as shown here.
Example
Dear Sir or Madam
Heading /Subject title
The heading gives a brief indication of the contents of the letter. It is usually placed one clear
line space after the salutation. Capital letters are generally used, although initial capitals with an
underline may be used if preferred.
Example
Dear Mrs Jackson
ICF Conference Prague November 10-11 20. ..
Complimentary close
It is customary to end the letter in a polite way by using a complimentary close. The two most
common closes are "Yours faithfully" (used only with Dear Sir/Sirs/Sir or Madam) and "Yours
sincerely" (used with personalized salutation). Note that Americans tend to close even formal
letters with Yours truly or Truly yours.
Examples
Dear Sir
Dear Sirs
Yours faithfully
Dear Madam
Dear Sir or Madam
Gentlemen:
Yours truly/Truly yours
Dear Mr. Leighton
Dear Mrs. Jackson
Yours sincerely
Dear Melanie
Dear John
Best wishes
Signature
After the complimentary close 4 or 5 clear spaces should be left so that the letter can be signed.
The name of the sender should then be inserted in whatever style is preferred - capital letters, or
initial capitals only. The sender's position in the company or department should be shown
directly beneath his/her name. In these examples note that the title "Mr." is never shown when
the writer is male. However, it is usual to add a courtesy title for a female; this is shown in
brackets after her name.
Examples
Yours faithfully
Yours sincerely
Ronald Jones
Emma Ernst (Mrs)
Chairman
General Manager
When a letter has to be signed on behalf of the sender, it is usual to write "for" or "pp" in front of
the sender's printed name; "pp" is an abbreviation for "per pro(curationem)", which simply
means "on behalf of.
Example
Yours faithfully
Yours faithfully
for Ronald Jones
Chairman
pp Jillette Ltd
Marketing Manager
Inclosures
There are many different methods of indicating that an enclosure is being sent along with the
letter and "Enc" or "End" at the foot of the letter is the most common for indicating enclosures.
Example
Yours sincerely
Hugo O'Donnel
Marketing Manager
Enc.
Copies
When a copy of a letter is to be sent to a third party (usually someone in the Sender's
organization) this may be indicated by typing "c.c." (carbor copy) or "Copy" followed by the
mime and designation of the copy recipient. If there are two or more copy recipients, it is usual
to show these in alphabetical order.
Example
Copy Mr Paul Norman, General Manager
Mrs Susan Wright, Accountant
Ms Judy Slight, Company Secretary
If the writer does not wish the recipient of the letter to know that a third person is receiving a
copy of the letter, then "b.c.c." (blind carbon copy) is used. This should not be shown on the top
of the letter, only on the file copy and bcc copy/ies.
Example
Bcc Mr James Freeman, Sales Manager
POINTS TO REMEMBER
1.
The layout and presentation of your letter are important as they give the reader the first
impression of the firm's efficiency.
2.
There are two styles of letter: blocked and indented. Both are acceptable, but the blocked
style with open punctuation is most common.
3.
Write both addresses in as much detail as possible in the correct order.
4.
Make sure you use the recipient's correct title in the address and salutation. If in doubt as
to whether a woman is single or married, use Ms.
5.
Do not abbreviate dates. The use of figures instead of words for dates create problems.
6.
Choose the correct salutation and complimentary close. When you begin with Dear Sir or
Dear Sirs or Dear Madam or Dear Sir or Madam, end with Yours faithfully. But if you use a
personal name in the salutation, then close with Yours sincerely.
7.
Make sure your references are correct.
8.
Make sure your signature tells the reader what he/she needs to know about you.
Questions to text 1 (Structure and presentation)
1. What styles can be used when writing business letters?
2. What information does the printed letterhead give about the company?
3. Where do you write the date? Should you abbreviate dates?
4. What details do you have to know when writing the inside (receiver's) address?
5. In what order should you write the inside address?
6. What is open punctuation?
7. Why do you have to be careful when choosing the correct salutation and complimentary
close?
8. Why is it advisable to type your name after your handwritten signature and include your
title?
9. What information does the printed letterhead give about the company?
10. Why are references quoted in the letter?
11. What abbreviation do secretaries use when signing letters on behalf of their bosses?
12. In what way do you indicate that you are sending with the letter leaf lets, etc.?
13. What will you write if the letter is intended only for the eyes of the named recipient?
14. What does "c.c." stand for? When do you write "b.c.c."?
Text 2
CONTENTS AND STYLE
Read, translate and discuss the text. Make use of the vocabulary notes.
This unit gives you some general hints on how to write business letters; how much information
to give, how to plan your letter, what sort of style to use, how to make your letters as clear,
informative and accurate as possible.
Length
The length will depend on the subject of the letter, it is also a question of how much information
you put in the letter, but getting your letter the right length is generally a question of including
just the right amount of information. But a word of warning: it is better to include too much
information than too little.
Order and Sequence
As well as containing the right amount of information, your letter should also make all the
necessary points in a logical sequence, with each idea or piece of information linking up with the
previous one in a pattern that can be followed.
Planning Your Letter
The way to get the right amount of information in your letter, and to get it in the right order, is by
planning.
THREE PARAGRAPH PLAN
1. Introduction
Why are you writing?
(Background and Basics)
Refer to a previous letter, contact or document
2. Details
(Facts and Figures)
Give instructions
Ask for information
Provide all relevant details
Separate into paragraphs for separate themes
Ensure a logical flow
3. Close
A simple, relevant closing sentence is
all that is often necessary
First Paragraph
Opening or introduction
The first paragraph will state the reason for the communication. It may:
- Acknowledge the previous correspondence
- Refer to a meeting or contact
- Provide an introduction to the matter being discussed
Example:
Thank you for your letter of 2 May 20_____....
Further to our discussion on insurance matter...
The first sentence or paragraph of a letter is an important one since it sets the tone of the letter
and gives your reader his first impression of you and your company. Generally speaking, in the
first paragraph you will thank your correspondent for his letter (if replying to an enquiry),
introduce yourself and your company if necessary, state the subject of the letter and set out the
purpose of the letter.
Second (main) Paragraph
Details
This main part of the letter gives all the information which the recipient needs to know. It
concerns the points that need to be made, answers you wish to give, or questions you want to
ask. It is worth emphasizing that it is in the second paragraph of a letter that planning is most
important, to make sure that your points are made clearly, fully and in a logical sequence. Draw
the message to logical conclusion. It may:
- State the action expected from the recipient
- State the action you will take as a result of the details provided
- Encourage further enquiries or correspondence
Example:
Please let me have full details of the costs involved together with some sample clothes.
As requested we are enclosing our latest quotation DDP Kiev. Delivery will be made six weeks
of order.
Payment should be made by L/C, valid for 3 months.
Third Paragraph
Close
A simple one-line closing sentence is usually all that is necessary to conclude a message. This
should be relevant to the contents of the message.
Examples:
I look forward to meeting you in our office.
I look forward to your early reply.
This three paragraph plan for structuring all written communications is illustrated in Specimen
letter No 4.
Abbreviation
Abbreviations can be useful because they are quick to write and easy to read. But both parties
need to know what the abbreviation stands for. The abbreviations c.i.f. or f.o.b., for example, are
recognized internationally as meaning cost, insurance, freight and free on board. If you are not
absolutely certain that an abbreviation will be easily recognized do not use it.
Figures
Sometimes the use of figures instead of words for dates can create problems.
Numerical expressions can also cause confusion. For example, the decimal point in British and
US usage is a full point rather than a comma as used in most continental European countries so
that an English or American person would write 4.255 where a French person would write 4,255
(which to an English person would mean four thousand two hundred and fifty-five).
Accuracy
Careless mistakes in a letter can create a bad impression on your reader. Spelling, punctuation
and grammar should be checked carefully. Make sure that you use the correct title in the address
and salutation, that you spell the correspondent's name correctly.
Enclosures
Always check that you have actually enclosed the documents you have mentioned in your letter.
When sending a covering letter with an order, make sure you have quoted the on lor number
accurately in your letter.
Specimen Letter 4
Ruffette Ltd
Wilton House, Swindon Road, Manchester M22 YTH
Telephone +44 0161 7781925 Fax +44 0161 778 5378
E-mail: [email protected]
PW/PD
12 May 20__
Mrs Clemance Stamfi
Sales Manager
Via Marghera, 27
185 Roma
Italy
Dear Mrs. Stamfi
QUOTATION FOR UPHOLSTERY
Opening (give a brief intro- I am writing to thank you for your letter of 5 May and for the
duction)
samples of upholstery you kindly sent us.
Details (separate paragraphs, We are impressed by the excellent quality of your fabrics but
flowing logically)
unfortunately your prices appear to be on the high side even for
the fabrics of this quality.
If we accept the prices you quoted it would leave us with only a
small profit since in this market the demand is for the fabrics in
the medium price range.
Conclusion (action expected We would be happy to do business with you if only you could
from the recipient)
reduce your price by five-seven per cent. This will help us
introduce your goods to our customers.
Close
(a simple closing statement)
I look forward to having your view on the matter.
Yours sincerely
Peter Walker Marketing Manager
POINTS TO REMEMBER
1. Include just the right amount of information in your letter. (But better to include too
much than too little).
2. Plan your letter before you start writing to make sure it says everything you want to say
and says it in a logical sequence.
3. Use a simple but polite style of language. Beware of idioms. Your letter should be clear.
Be careful with abbreviations and figures.
4. Accuracy is important. Pay special attention to titles, names and addresses, references,
prices, specifications and enclosures.
Questions to the text 2 ("Contents and Style")
1. What would you call a letter of the right length?
2. Should your letter make the necessary points in a logical sequence?
3. What is the recommended plan for a written communication?
4. What points will you cover in the first paragraph of your letter?
5. Why is planning of the second paragraph most important?
6. What should you write when closing the letter?
7. In what way can abbreviations cause confusion?
8. Can an inaccurate letter discourage your prospective supplier?
9. What points should you bear in mind when writing a business letter?
Read the following statements and decide which are true and which are false
1. If a letter begins with the receiver's name, e.g. Dear Mr. Ross, it will close with Yours
faithfully.
2. The abbreviation c.c. stands for "correct carbons".
3. If you were writing a letter to Mr. Peter Smith, you would open with Dear Mr. Peter
Smith.
4. In the USA, it is correct to open a letter with the salutation Gentlemen.
5. The abbreviation "enc" or "end" means there are enclosures with the letter.
6. In the UK, the abbreviated date 2.6.20_____on a letter means 6 February 20___.
7. If a secretary signs her name on a letter and her signature is followed by p.p. (per pro)
Daniel Harris, it means she is signing on behalf of Daniel Harris.
8. The term PLC after a company's name, e.g. Hathaway PLC stands for "Public Limited
Corporation".
9. The abbreviation for the term "limited liability" in the UK, IS Ltd.
10. If you do not know whether a female correspondent In married or not, it would be correct
to use the term Ms, e.g. Ms Tessa Groves, instead of Miss or Mrs.
11. The following is an example of a blocked style.
Peter Voss
Oberiweinfeldweg 33
5207 Therwil
Switzerland
12. The above address is an example of "open punctuation".
13. Rather than use the UK close of Yours sincerely / faithfully Americans often choose
Yours truly.
14. The abbreviation for "company" is Co.
VOCABULARY Texts 1 - 2
Structure and Presentation. Contents and Style
to communicate
to compose
to be recognized
общаться
составлять/написать (письмо)
являться общепризнанным
favourable impression
to draft
contents
printed stationery
letterhead/heading
on the heading/ in the letterhead
abbreviation
Ltd (limited liability)
Inc
Pic
blocked style
indented style
numerical expression
accuracy
salutation
open punctuation
to cause confusion
recipient
inside/recipient's address
courtesy title
(in)appropriate
to insert
underline
colon
brief indication
complimentary close
designation
to sign on behalf of
enclosure
in a logical sequence
to be (ir)relevant
благоприятное впечатление
составлять план
содержание
фирменный бланк
шапка на фирменном бланке
в шапке письма
сокращение
компания с ограниченной ответственностью
ам. акционерная компания
открытое акционерное общество (компания)
расположение строчек на листе без красной строки
расположение строчек на листе, начиная каждый раз с
красной строки
цифровое выражение
аккуратность, точность
приветствие
без знаков препинания
вызывать путаницу
получатель
адрес получателя
вежливое обращение
(не)соответствующий, (не)уместный
вставлять, вкладывать, вводить (данные)
подчеркивающая линия
двоеточие
краткое указание
заключительное приветствие
указание должности
подписывать от имени
приложение
в логической последовательности
(не)относящийся к делу
Give the English equivalents
Составлять/написать (письмо), являться общепризнанным, благоприятное впечатление,
составлять план, написать в шапке письма (2), расположение строк без красной строки,
цифровое выражение, аккуратность/точность, приветствие, вызывать путаницу,
получатель, адрес отправителя, вежливое обращение, (не)соответствующий, вставленный,
подчеркивающая линия, краткое указание, заключительное приветствие, указание
должности, подписывать от имени, приложение, в логической последовательности,
(не)относящийся к делу.
Text 3
BUSINESS LETTERS
Read, translate and discuss the text. Make use of the vocabulary notes.
Letter writing is an essential part of business communication. A cheque, a contract or any
other business paper sent by mail should always be accompanied by a letter. The letter says what
is being sent, so that the recipient should know exactly what you intended to send. It is a typical
business letter called «routine».
A well arranged letter will make a better impression on the reader, thus good letters make
good business partners.
Nowadays more and more agreements are made in English, for English is a universal
business language. Joint ventures, bank loans, and trademark licenses are frequently written in
English.
There are three stages of transactions involving business contracts: first — negotiation of
terms, second — drafting documents reflecting these terms, and third — litigation (спор) to
enforce or to avoid executing of these terms.
Business letters may be divided into official and semi-official. The first kind of letters is
characteristic of those people working in business: an executive, a department manager, a
salesman, a secretary or a specialist in business and technology. But also many people may want
to buy something, to accept an invitation or to congratulate somebody — this is a kind of semiofficial letters. The first kind of letters may in turn be subdivided into such groups as: inquiries,
offers, orders, and claims, and so on.
ENQUIRIES AND REPLIES
Enquiries for information about goods or services are sent and received in business all the time.
When a company or a firm needs information about a product or service they will make an
enquiry in order to find the right supplier or provider.
An enquiry can be made by telephone, fax or e-mail. But if you need to give more information
about yourself or ask the supplier for more information, you will have to write a letter. When
writing a letter of enquiry it is advisable to observe the following recommendations (rules):
- Tell your supplier what sort of firm you are.
Our company is a subsidiary of American Power Equipment and we specialise in...
We are one of the main suppliers of this equipment in Ireland am we are interested in...
-
How did you hear about the firm you are writing to? It might be useful to point out that
you know the firm's associates or that they were recommended to you by a Consulate or
Trade Association.
The Russian Chamber of Commerce and Industry in Moscow told us that you were looking for
an agent in Spain to ^present you.
- It is possible to give other references.
We were impressed by the range of your tableware displayed on your stand at this year's Home
Exhibition held in Moscow.
-
-
Asking for catalogues, price-lists, prospectuses it would be helpful if you could briefly
point out any particular items you are interested in.
I would be grateful if you sent me an up-to-date price for your wall papers.
When asking for goods or services you must be specific and state exactly what you want.
If replying to an advertisement you should mention the journal or newspaper, the date.
I am replying to your advertisement in the June edition of "Sports and Leisure"
- You might want to see what a material or item looks like before placing an order. Most
suppliers are willing to provide samples or patterns so that you can make a selection.
But if you need a complex piece of machinery you will be invited to visit a showroom or
the supplier would offer to send a representative.
We would also appreciate it if you could send some samples of the upholstery material so that we
can examine the quality.
-
Firms sometimes state prices and conditions in their advertisements or literature.
However, even if the conditions are quoted it is possible to mention that you usually
expect certain concessions and by suggesting your terms you indicate that certain
condition:, may persuade you to place an order.
We usually deal on a 30% trade discount basis with an additional quantity discount for orders
over 1000 items.
-
Sometimes wholesalers and retailers want to see how a line will sell before placing a
firm order with the supplier. They may be able to do this by getting goods on a
consignment basis. In either case the supplier will have to know the Customer well or
will want trade references. He will also place a time limit on when the goods must be
returned or paid for.
We would like you to supply us with the goods on a consignment basis to see what the demand is.
-
And the last: usually a simple 'thank you' is sufficient to close an enquiry. However you
could mention that a prompt reply would be appreciated, or as the examples show that
certain terms or guarantees would be necessary.
Finally we would like to point out that delivery before the New Year is essential and hope that
you can offer us that guarantee.
POINTS TO REMEMBER
1. Give details of your own firm as well as ask for information from your prospective
supplier. It would be helpful if you could briefly point out any particular item you are
interested in.
2. Be specific and state exactly what you want. If possible quote box numbers, catalogue
references, etc. to help your supplier identify the product.
3. Ask for samples if you are uncertain about a product.
4. Suggest terms and discounts but be prepared for the supplier to make a counter-offer.
5. Close with an expression such as "I look forward to hearing from you" or indicate the
possibility of substantial orders or further business.
Questions:
1. What do you usually begin your letter of enquiry with?
2. Why might it be useful to point out that you know the firm's associates?
3. Do you think other references could be helpful?
4. Why is it advisable to point out any particular items you are interested in?
5. Why must you be specific and exact when asking for goods?
6. Why do the Buyers want to see the goods before placing an order?
7. Who is a prospective customer?
8. Can a prospective customer make additional demands as regards prices and conditions
stated in advertisements?
9. Explain the meaning of the words: a line, a wholesaler, a retailer.
10. What does a buyer do if he wants to see how his goods will sell before placing a firm
order?
11. Why does the supplier have to know the customer well?
12. How will you close a letter of enquiry?
-
Replying to Letters of Enquiry
Always start with mentioning your prospective customer's name.
-
Thank the writer for his enquiry.
Mention the date of his letter and quote any other references that appear.
Let the writer know as soon as possible if you have the product or can provide the service
he is enquiring about.
Encourage or persuade your prospective customer to do business with you.
Mention one or two selling points of your product, including perhaps any guarantees you
offer.
If you do not have what the enquirer has asked for but have an alternative offer it to him.
It is possible, of course, that you may not be able to handle the order. If this is so, tell the
customer about it and if possible refer him elsewhere.
Make sure that you enclose current catalogues and price-lists if you are sending them. And if
the prices are subject to change1 then let your customer know. If you are sending samples let
your customer know that they will follow the letter immediately by separate post. Certain
products, e.g. heavy equipment machinery, installations may need demonstrating. In these cases
the company might send a representative or adviser if the equipment is to be installed.
- A reply to an initial enquiry is the impression your customer will have of you.
So a direct approach telling the customer what the product is, why Ы should buy it, how much it
will cost and what concessions you are offering, will create an impression of an efficient
company that can handle his order smoothly.
- Always thank the customer for writing to you:
If you have not done so at the beginning of the letter you can do so at the end. You should also
encourage further enquiries. If for some reason « other you cannot write a letter at once just
acknowledge2 receipt of the enquiry and promise to get to the enquirer as soon as you can.
Questions:
1. How do you open a reply to an enquiry?
2. What does a prospective seller have to confirm in his reply?
3. Why is it advisable to mention one or two selling points of your product?
4. What will a prospective seller do if he doesn't have the product the enquirer wants?
5. Why does a seller have to send current catalogues and mention that the prices are subject
to change?
6. When does a prospective seller send a representative to the enquirer?
7. Why is a reply to an initial enquiry important to a prospective seller?
8. How do you close a reply to an enquiry?
NOTES
1Subject to (после to be или как определение после существительного):
1. подлежащий, могущий подлежать, зависящий от ч-л; подпадающий под действие
ч-л.
2. действительный, имеющий силу лишь в случае/при условии
to be subject to a discount
to be subject to the goods being unsold = to be
subject to prior sale
to be subject to licence / market fluctuation
the figures are subject to error
prices are subject to change
the offer is subject to your confirmation
подлежать скидке
быть действительным, при условии, что
товар не будет продан
зависеть от лицензии/ колебания цен на
рынке
цифры могут содержать в себе ошибку
цены могут быть изменены
предложение действительно лишь в случае
Вашего подтверждения
to buy subject to a 5% discount
to buy subject to inspection
to be subject to call
the goods will be sent subject to availability
купить при условии предоставления 5% ной скидки
купить в зависимости от результатов
осмотра
подлежать возврату по первому требованию
товар будет отправлен при условии, что он
есть на складе
acknowledge receipt (of your letter) - подтвердить получение (только факт получения
письма);
to confirm sth (telephone conversation, letter) - подтвердить (информацию, содержащуюся в
телефонном разговоре, письме).
2to
VOCABULARY
запрос (первоначальный) на что-л.
запрашивать о чем-л.
дочерняя фирма
филиал
интересоваться чем-л. (с герундием)
интересоваться чем-л. ( с инфинитивом
указанных глаголов )
to recommend sth to sb
рекомендовать что-л. кому-л.
the Chamber of Commerce (and Industry)
Торговая палата (Торгово-промышленная
палата - ТПП)
to impress sb
произвести впечатление на кого-л.
references (trade/bank)
рекомендации (торговые/банковские)
(wide) range / assortment / representative (широкий) ассортимент
selection
to display on the stand
выставлять на стенде
at the exhibition/fair catalogue (current, на выставке/ярмарке каталог (текущий,
latest)
последний)
price list (up-to-date)
прейскурант
(самый
последний)
list price
прейскурантная цена
advertisement
рекламное объявление
to advertise, to promote
рекламировать
sample
образец
pattern
образец материала, кожи, покрытий и т.п.
specimen
образец
документа,
подписи
showroom
демонстрационный зал
representative
представитель
to represent sb
представлять кого-л.
to state prices and condition
указать цены и условии
to quote prices/conditions
назначить цены и условия
concession
уступка
to persuade to do sth
убедить сделать что-л.
to deal on a discount basis
работать на основе скидок
discount on/off (the price)
скидка с (цены)
trade discount
торговая скидка
quantity discount
скидка за количество
cash discount
скидка за срочную оплату / оплату
наличными (в течение 7-10 дней)
enquiry (initial/first) for
to make an enquiry for
subsidiary
branch
to be interested in doing sth
to be interested to know/ hear/ see
оптовый торговец
розничный торговец
разместить заказ на что-л. у кого-л.
выполнить
/оформить/
заказ
(без
задержки)
order (first/initial/trial)
заказ (первый/пробный)
firm order
твердый заказ
substantial order
значительный заказ
on a consignment basis
на условиях консигнации
prompt reply
быстрый ответ
counter-offer
встречное предложение
to encourage demand
стимулировать спрос
prospective customer
будущий / потенциальный покупатель
to do business with sb
торговать/вести дела с кем-л.
selling points (of the goods)
преимущества/сильные стороны (товара)
(to send) by separate post / under separate (отправить) отдельной почтой
cover
to install equipment
установить оборудование
to create an impression of an efficient создать
впечатление
преуспевающей
company
(эффективно работающей) компании
to look forward to sth / to doing sth
с нетерпением ждать чего-л.
wholesaler
retailer
to place an order for sth with sb
to handle an order (smoothly)
Ex. 1. Give English equivalents
1: запрос, дочерняя фирма, специализироваться на чём-л., быть за интересованным в чёмл., быть рекомендованным кем-л., ссылка, ассортимент, выставляться на стенде, каталог,
прейскурант, рекламное объявление, разместить заказ, предоставить образцы,
демонстрационный зал, указать цены и условия, уступки, торговые скидки,
дополнительные скидки за количество, розничный торговец, оптовый торговец, твердый
заказ, на условиях консигнации, торговые рекомендации, быстрый ответ.
2: поощрять спрос, убедить будущего покупателя вести дела с вами, сильные
стороны/преимущества товара, текущий каталог и прейскурант; цены могут быть
изменены; послать образцы отдельной почтой, тяжелое оборудование; послать
представителя; установить оборудование; первоначальный запрос; создать впечатление
преуспевающей (эффективно работающей) фирмы; выполнить заказ.
Ех. 2. Fill in the blanks with one of the following words, use the correct verb-form
1.
2.
3.
4.
5.
6.
7.
8.
to recommend
selling points
a prospective customer
(2)
the catalogue
to be interested in
samples
a 30% trade discount
wholesalers
9.
10.
11.
12.
13.
14.
15.
16.
17.
firm order
on a consignment basis
a quantity discount
up-to-date price lists
concession
substantial
to encourage
trade references
to be impressed by
1. Our firm's associates informed us that you __________by
the
French
Trade
Association.
2. I would be grateful if you would point out in___________what items you__________.
3. We liked the range of your goods but to make a selection we need ___________.
4. We usually allow________to all_________.
5. Before placing a _______ we would like to know whether the goods will sell well,
therefore we would prefer to deal ________.
6. As our company has never done any business with you before we would like to have
__________ from your business associates.
7. We allow our clients ______________ if they order over 150 units.
8. In the enquiry ___________ asked for a catalogue and _____________.
9. We __________ the range of your garden tools displayed on your stand.
10. From your letter we understand that you expect a certain _____ if your place a ______
order.
11. If you want to do business with the buyer you should ______ your _______ ________by
offering them discounts.
12. When a supplier replies to an enquiry he should mention the ______ of his product.
Ex. 3. Complete the following sentences in English
1. Your (ассортимент) displayed on your stand at the Fair (нам очень понравился).
2. When you place (рекламное объявление) in the trade press you have to mention
(привлекательные стороны) of your product.
3. We would be grateful to you if you would give us information about your (условиях,
ценах и скидках).
4. A buyer is ready to place (значительный заказ) provided the supplier allows (торговые
скидки и скидки за количество).
5. We have seen your equipment (на вашем стенде) and would like you to send your
(текущий каталог и новый прейскурант).
6. If you want (создать впечатление эффективно работающей фирмы) you should
always give (быстрый ответ) to the enquiry.
7. We have seen your advertisement and would like to know if you (работаете на условиях
консигнации).
8. As we have never dealt with you before we would like to have (торговые
рекомендации) from your business associates.
9. (Оптовый торговец) usually allows a (30% торговую скидку).
10. Your company (была рекомендована) by the Russian Chamber of Commerce and
Industry.
11. We would be pleased (направить нашего представителя) to help you (установить
оборудование).
12. We were impressed by the efficient way you (выполнили заказ без задержки).
Ex. 4. Fill in the blanks with preposition
1. The subsidiary ____ BBS Ltd. _____ Germany specializes ____- producing washing
powder.
2. You were recommended __ us___the Russian Chamber
___Commerce and Industry.
We are interested ____ buying a new range ____products ____your company.
3. Our associates ____Warsaw were impressed ____the selection ____your pot plants that
was displayed _____this year's Gardening Exhibition held ____Moscow.
4. We usually deal ___a 20% trade discount basis____an additional discount
___orders____200 units.
5. The buyer would like to deal _____a consignment basis ______a
period
____six
months.
6. If you are not certain ____ the product ask _____a sample.
7. You can encourage the demand ____a new range ____calculators if you allow a
discount ____the first order.
8. We enclose____the letter our current catalogue and price-list. We have pointed ___
____your representative that the prices are subject_____change.
9. _____reply____an initial enquiry the supplier should create an impression____an
efficient company.
10. The latest catalogues and price-lists have been sent ___you____separate post.
11. We learn____your advertisement that you are interested____
antique furniture.
12. If you place a substantial order____ceiling lights we are ready to give you a trade
discount______25%.
Ex. 5. Translate the following sentences into English
1. Наша фирма является филиалом фирмы DIY и специализируется на продаже
стиральных машин.
2. Ваши деловые партнеры рекомендовали Вашу фирму.
3. Наш директор посетил выставку «Идеальный дом», и ему понравился
ассортимент Ваших электробытовых приборов (electrical household appliances).
4. Наша компания готова разместить значительный заказ, но мы хотели бы, чтобы
Вы прислали нам образцы и текущий каталог.
5. Для того чтобы убедить будущего покупателя вести дела с Вашей фирмой, Вы
должны отметить привлекательные стороны Вашего товара.
6. Фирма направила своего представителя, чтобы установить новое оборудование.
7. В ответ на Ваш первоначальный запрос высылаем образцы отдельной почтой.
8. Мы ознакомились с Вашим рекламным объявлением и хотели бы получить
каталоги с указанием цен, условий, а также скидок для розничных и оптовых
торговцев.
9. В письме была ссылка на уступки, которые предоставляются оптовым
покупателям.
10. Если вы разместите заказ на 150 штук или более, мы готовы дать дополнительные
скидки за количество.
11. Если цены, указанные в Вашем каталоге, подлежат изменению, Вы должны
сообщить об этом своим клиентам.
12. Мы заинтересованы в том, чтобы стимулировать спрос на наши товары в Вашей
стране, поэтому готовы послать товары на консигнацию.
Example 1. An inquiry letter
Airport of Domodedovo
Domodedovo area
Moscow region
Russian Federation
142015
Garment factory
Customs officers' Clothing
306, Pererva Street
Novosibirsk
RF
961500
21 Oct. 2010
Gentlemen:
We saw your Customs officers' uniform for men and women in your October catalogue. The
lines you showed would be most suitable for our employees.
Would you kindly send us your quotation for spring and summer clothing that you could supply
to us by the end of January next.
We would require 2,000 dresses and suits in each of the sizes 10—14, and 500 in sizes 8 and
16. Please quote c.i.f. Russian prices.
Payment is normally made by letter of credit.
Thank you for an early reply.
Yours truly,
P.Zernov
P. Zernov
HR manager
NOTES: In the first part of a letter there is a kind of introduction as a prospective customer
approaches supplier for the first time, and it is from this part that we found out that the
correspondents are engaged in textile industry.
The second part expresses request for detailed information about the goods in question, their
prices and terms of possible transaction.
In this example we come across the abbreviation concerning the terms of delivery that are
commonly accepted in business world.
c.i.f. — cost, insurance, freight.
If consignment is to be delivered according to c.i.f., then the supplier insures the goods and
pays for the: whole delivery.
f.o.b. — free on board.
If consignment is to be delivered according to f.o.b., then the supplier pays for transportation
to port, ship or air shipment and dispatch; and the customer pay» for onward transportation and
insurance.
f.o.r. — free on rail.
It is the same as f.o.b., but for railway transportation.
с & f — cost and freight.
If consignment is to be delivered according to с & f, then the supplier pays for the whole
delivery and the customer — for insurance.
Example 2. The answering letter
Garment factory
Customs officers' Clothing
306, Pererva Street
Novosibirsk
RF
961500
Airport of Domodedovo
Domodedovo area
Moscow region
Russian Federation
142015
28 Oct. 2010
Dear Sirs,
We are pleased to make you an offer regarding our products in the size you require. Nearly all
the models are obtainable and could be delivered to you in March. All other models can be
supplied by the middle of January 2011, subject to our receiving your form order by 15th of
November. Our c.i.f. prices are understood to be for land transport to Russia. If you would
prefer the goods to be sent by air freight, this will be charged extra at cost.
Suits sizes 8-16 in green, navy blue, black, and white.
per 100 price - 650.000 rubles
Suits sizes 12, 14 also in red, yellow.
per 100 price - 845.000 rubles
You will be receiving price-list, cutting of our materials and a colour chart. These will be
delivered to you by the courier in two days.
Yours faithfully,
DA Lavrova
D.A. Lavrova
Sales Manager
NOTES: As you can see it is the second phase of business correspondence — the answering
letter. It is very important, because it adjusts the relationships between two partners. It does not
only characterize the company, but also advertises it. The purpose of the letter is to persuade the
partner that you are the best in business.
This letter contains the quotation in reply to an inquiry. In lots of similar letters the
quotations are simply prices and another information asked for. But this sample is quite the
opposite: it shows the customer that he met the sales-caring businessman, who uses every
opportunity to stimulate his correspondents interest in his goods by including the sales message.
And between the lines we can read the assurance that the customer will receive personal
attention. In order to draw the attention of the customer to the products in question the supplier
offers «cuttings of our materials and a colour chart». On the whole a firm offer is subject to
certain conditions, a deadline for the receipt of orders, or a special price for certain quantities.
Sum up the exchange of the letters.
Phone and discuss the enquiry on behalf of the manufacturer.
ORDERS
Orders are usually written on a company's official order form, which has a date, and a
reference number that should be quoted in any correspondence which refers to the order.
The advantages of order forms are:
- such forms are pre-numbered and therefore reference is easy;
- printed headings ensure that no information will be omitted.
Printed on the back of some forms are general conditions under which orders are placed.
Reference to these conditions must be made on the front, otherwise the supplier is not legally
bound by them.
Smaller companies may not have printed forms but instead place orders in the form of a letter.
When sending an order by letter, accuracy and clarity must be ensured by including:
- an accurate and full description of the goods required
- catalogue numbers
- quantities
- prices
- delivery requirements (place, date, mode of transport, whether the older will be carriage
paid or carriage forward, etc.)
- terms of payment agreed in preliminary negotiations.
Even if the order is telephoned, it must be confirmed in writing, and an order form should
always be accompanied by either a compliments slip or a covering letter. A covering letter is
preferable as it allows you the opportunity to make any necessary points and confirm the terms
that have been agreed.
In the covering letter you may not want to make all the points listed but it is better if you
mention the method of delivery and payment, insurance and packing, special documents (such as
Certificate of Origin, Invoice).
After the order has been received, and its receipt acknowledged it is first checked to see whether
it is correct and whether it agrees with the original quotation. If the order is for future delivery
it is entered into order books of the firm; orders which can be executed from stock are passed I
the warehouse.
In many cases, however some difficulty or other may arise: goods may BE out of stock, a
customer may ask for special terms or for extension of credit, delivery dates may have to be
adjusted or references to be taken up in case of a new customer. In all these cases special
correspondence is necessary and the execution of the order may be held up until these points
have been cleared.
The arrangement between the Supplier and the Buyer is not legally binding until the Supplier has
accepted the order. After that both parties are legally bound to honour their agreement.
- The buyer's obligations
When a binding agreement comes into force, the Buyer is required by law to:
- Accept the goods supplied as long as they comply with the terms of the order.
- Pay for the goods at the time of delivery or within the period specified by the supplier.
- Check the goods as soon as possible (failure to give prompt notice of faults to the
Supplier will be taken as acceptance of the goods).
- The supplier's obligations
The Supplier is required by law to:
- Deliver the goods exactly as ordered at the agreed time.
- Guarantee the goods to be free from faults of which the Buyer could not be aware at the
time of purchase.
If faulty goods are delivered, the buyer can demand either a reduction in price, a replacement of
the goods or cancellation of the order. Damages may possibly be claimed.
Questions:
1. Where is an order usually written?
2. Can an order be telephoned? Should it be confirmed in any way then?
3. What points should you mention in the covering letter?
4. What is the procedure after the order has been received?
5. What are the Buyers' and the Suppliers' obligations?
Example 3. Enquiry and order
A business transaction often starts with an inquiry which may later be followed by an order.
Both inquiry and order are meant to arose and stimulate business activity on the part of recipient.
They are typically asking letters. Orders express the writer's intention to do business with his
correspondent, usually to buy some goods from them.
Airport of Domodedovo
Domodedovo area
Moscow region
Russian Federation
142015
Garment factory
Customs officers' Clothing
306, Pererva Street
Novosibirsk
RF
961500
4 Nov. 2010
Gentlemen:
Thank you for your quotation of October 30. We have pleasure in placing an order with you for
1,900 suits at Price: 3.745 rubles in the colours and sizes specified below:
Quantity
0
0
50
100
0
Size
8, 16
10,12,14
8,16
10,12,14
8,16
Colour Quantity
white
0
white
0
0
green
green
50
red
100
Size
10,12,14
16
10,12,14
16
10,12,14
Colour
red
yellow
yellow
black
black
We shall open a letter of credit with your bank as soon as we receive your
order acknowledgement. Please arrange for immediate collection and transport
since we need the suits for New Year.
Yours truly,
P.Zernov
P. Zernov
HR manager
NOTES: It is an import order, and, as we can notice, placing orders is simple from the point
of view of letter writing. The fact is that usually the purchasing department or the buyer fills in
an order form. But in this case the correspondent prefers to write a letter in order to make certain
points quite clear. There are special import regulations which are touched upon in the last
paragraph: it is necessary to complete formalities and to stress delivery instructions.
It should be mentioned here that the supplier must send order acknowledgement as an answer
to order promptly to thank his customer for the order and to confirm it.
If some conditions have changed, the customer must be notified. In case the goods ordered
are no longer available, a substitute may be offered.
Example 4. The advice of dispatch
This advice of dispatch follows the order acknowledgement.
Garment factory
Customs officers' Clothing
306, Pererva Street
Novosibirsk
RF
961500
Airport of Domodedovo
Domodedovo area
Moscow region
Russian Federation
142015
20th November, 2010
Dear Sirs:
We have pleasure in notifying you that your credit was confirmed by our bank yesterday, 19th
November. We have had the 1900 suits collected today for transport by Delta Airlines to Moscow on
25th November.
Enclosed is our invoice for the goods in question plus the extra charges for air freight, packing
list to facilitate customs clearance at your end, certificate of origin, air waybill and insurance policy.
Hoping that this initial order will lead to further business, we are.
Yours faithfully,
DA Lavrova
D.A. Lavrova
Sales Manager
NOTES: The first thing to be done before writing such a letter is to examine carefully whether
the partners account is valid or not. So in the first paragraph we come across the phrase «your
credit was confirmed by our bank yesterday». Air shipment for dresses is also mentioned here.
The next paragraph deals with the documents which are necessary while importing goods:
invoice, packing lists, certificate of origin, air waybill and insurance policy. As it is the initial
order by Airport of Domodedovo, the Garment factory (Customs officers' Clothing) hopes to
encourage them to place further orders, so their last phrase sounds very polite.
Sum up the exchange of the letters.
Phone the Buyers and tell them that you have received their order and welcome the
prospect of their custom. Enquiry if it would suit them to have the goods delivered by air.
CLAIMS
No matter how good our intentions and efforts might be there are bound to be occasions when
it is necessary to deal with a complaint, or even make one.
Complaints are often received by companies who ship consignments road. These
complaints are sometimes about the quantity of goods received. Perhaps not enough goods were
sent, perhaps too many. And sometimes it is a complaint that the wrong goods were sent.
Often there are complaints about inadequate packing, which can cause damage to the
goods. Sometimes the complaint is about inferior quality. Buyers in this case often complain
that the goods are not up to standard. There may be a discrepancy between the description of
the s in the brochure and the goods, which actually arrived. A complaint may be about a delay in
shipment, although companies often have a penalty clause in their contract to protect them
against loss delay.
Complaints about damage are usually the business of insurance companies, but if the
damage is caused by the negligence of the packers then the insurance companies will not
accept responsibility. When there is a complaint that the wrong goods were sent, or too any, or
too few then it is always necessary to check the packing list for cases, as well as the invoice.
Then the agent must investigate what happened. The goods may still be at the port of loading.
But the buyer cannot wait for the agent's report. He usually insists on replacements as n as
possible.
Bad, inferior or inadequate packing may cause damage to goods in transit. The buyer may
accept damaged goods if the supplier offers a discount, but if the goods are badly damaged they
may be unsaleable and in case the buyer will demand replacements.
If the delay is very long the buyer may cancel the order, and there у be great loss to both
suppliers and buyers.
Sellers most frequently make claims on Buyers because of default payment.
It should be a point of honour with a firm never to blame employees when writing replies to
complaints: the firm has undertaken the work and the staff are part of the firm, therefore the
firm itself is at fault and must take the consequences.
It would be wrong policy to reject the claim off-hand. The responsible party must
carefully explain why the claim is declined and try to persuade the dissatisfied party to
withdraw the claim If the contract is infringed and the parties in dispute cannot reach
mutual understanding, i.e. cannot settle the matter amicably then commercial disputes are
settled by arbitration. When the parties refer their disputes to the Arbitration Commission
each party chooses arbitrator from among the members of this Commission. If the arbitrates fail
to come to terms they appoint an umpire, another member of the same Commission.
Then the case is heard before a tribunal comprising two arbitrators and one umpire.
The award is made by a majority vote.
The award of the Arbitration Commission is final and binding upon both parties.
Questions:
7. What complaints can the Buyers make against the Suppliers?
8. What may happen if there is a discrepancy between the goods ser and their description on
the invoice?
9. Who usually deals with complaints about the damage to the goods?
10. In what case do insurance companies refuse to compensate for the damage?
11. What should the Suppliers do if there is a complaint about delivery of the wrong goods?
12. When can a contract be cancelled? Who is to recompense for the losses?
13. When are cases settled in arbitration?
VOCABULARY
claim
to acknowledge, admit a claim
to make a claim on/against sb for sth
to settle a claim
to submit a claim to
to reject a claim
to withdraw a claim
justified, well-grounded claim
unjustified, groundless claim
претензия, рекламация, иск
признать законность претензии, иска
предъявить претензию кому-л. на что-л.
урегулировать претензию
передать претензию кому-л.
отклонить рекламацию
забрать, отказаться от своей претензии
справедливая, обоснованная претензия
несправедливая,
необоснованная
претензия
to claim compensation for the loss/to claim требовать возмещения убытков
damages
to cause damage to the goods
вызвать повреждение товара
the goods are up to standard
товар соответствует, отвечает стандарту
substandard/faulty goods
некондиционный товар
Compare: damaged, defective goods
поврежденный, дефектный товар
discrepancy
несоответствие
penalty clause
пункт о штрафах
negligence
халатность, недосмотр
through sb's negligence
по чьей-л. халатности
to accept/take responsibility
взять
на
себя
ответственность
racking list
упаковочный лист
in transit
в пути
default of/in payment
отказ
от
уплаты,
невыполнение
(денежных) обязательств
to undertake
предпринимать, брать обязательства
to undertake the work
to undertake to do sth
thе firm itself is at fault
responsible party/ respondent, defendant
dissatisfied party/plaintiff, claimant
to
infringe/break
a
contract
infringement/breach of a contract
gross infringement
to reach mutual understanding
dispute
to settle a dispute by arbitration
to settle a dispute amicably (in an
amicable/friendly/way)
to refer a dispute to arbitration/
the arbitration commission
arbitration
arbitrator
umpire
to come to terms/to come to an
agreement/arrangement/to agree on
the award of the arbitration commission is
final and binding upon both parties
the award is made by a majority vote
браться за работу/поручение
взять обязательства сделать что-л.
фирма сама виновата
сторона ответчик
неудовлетворенная сторона, истец
нарушить контракт
нарушение контракта
грубое нарушение
прийти к взаимопониманию
спор, конфликт
решить спор в арбитраже
решить спор дружески
передать спор в арбитраж
арбитраж, третейский суд
арбитр
суперарбитр
договориться, прийти к соглашению
решение
арбитражной
комиссии
окончательно и обязательно для обеих
сторон
решение принимается большинством
голосов
Ех. 1. Give the English equivalents
Послать не тот товар; плохая упаковка может вызвать поврежден товара в пути;
претензия на низкое качество; товар не соответствует стандарту; существует
несоответствие между товаром и его описанием; пункт о штрафе (за невыполнение
договора); жалоба на задержку в поставке; принять на себя ответственность за
недосмотр/халатность рабочих в порту погрузки; упаковочный лист; предложить скидку;
потребовать замену товара; аннулировать заказ; большие убытки для поставщиков;
предъявить претензию покупателю невыполнение финансовых обязательств; взять на
себя обязательства ускорить поставку; отвечать/нести ответственность за последствия
чего-л.; отклонить претензию тотчас (сходу); неудовлетворённая сторона; отозвать
претензию; нарушить контракт; назначить суперарбитра; решение принимается
большинством голосов; решение арбитражной комиссии окончательно и обязательно
для обеих сторон.
Ex. 2. Fill in the blanks with one of the following words, use the correct verb-form
1. to change the wording
2. to take the conse
quences
3. to refer the matter to ar
bitration
4. faulty packing
5. complaints
6. the damage to the
goods
7. to claim damages
8. to investigate
9. to be at fault
10. negligence or care
lessness
11.to support a claim on
your suppliers
1. No supplier likes to be accused of ________ which is often what a complaint about
packaging amounts to.
2. ________must be carefully worded so as not to give offence.
3. The surveyor considers _____ is due to ________.
4. We will hold the goods in case you need them __________ for compensation.
5. If you ___ express regret and admit it.
6. Your complaint ____ and a full reply will be sent later.
7. They are sure _____ for loss of revenue.
8. They will have ___ if they do not admit the claim as justified.
9. I suggest we ____ of the penalty clause.
10. The parties settled the dispute amicably without _______ .
Ex. 3. Complete the following sentences in English
1. The goods should be replaced, (они не отвечают стандарту).
2. (Они отказались взять на себя ответственность) for the discrepancy between the
delivered goods and the samples.
3. The break down occurred (из-за халатности рабочих).
4. Do you think they (предъявят претензию судоходной компании)?
5. Try to persuade (истца забрать свою претензию).
6. Does the draft contract provide for (пункт о штрафах)?
7. The Sellers made a claim on the Buyers (за отказ от оплаты).
8. The tribunal comprises (из двух арбитров и одного суперарбитра).
9. We appointed an arbitrator (из числа членов арбитражной комиссии).
10. If (контракт нарушен), a claim is made by the (неудовлетворенной стороной).
Ex. 4. Fill in the blanks with prepositions
A.
1. Make sure that disciplinary action is taken ____those who are responsible________sending
the wrong goods.
2. The goods are not ______standard, they are_____inferior quality.
3. Replacements will be sent ______you_______- the first flight available.
4. What reason did they give ____rejecting the claim ______hand?
5. The arbitrator was chosen _________ _________the members ________arbitration
commission.
6. We undertake to enquire_____the causes ______the damage.
7. Can the infringement ___ the contract result _______ its cancellation?
8. Have they come ____ terms _______the umpire?
9. The firm is ____fault as they failed to make ______ an L/C _______time.
10. A penalty clause ______ the contract protects the Buyers _____ loss ______delay.
11. Their default ____payment resulted _______litigation.
12. Are we protected ____ loss ________ pilferage ________ the port _________discharge?
В
I am writing to you to complain _________ the shipment _________ rugs
we
received
yesterday________the above order.
The boxes ________ which the rugs were packed were damaged, and looked as if they had
been broken open ___ transit. From your invoice No. 18881 we estimate that three rugs have
been stolen ________ the value of £210. And because______the rummaging _____the boxes,
quite a few other articles were crushed or stained and cannot be sold as new___ our shops.
As the sale was _________ a c.i.f. basis and the forwarding company, your agents, we suggest
you contact ___________ them______regard _______ compensation.
You will find a list _______ the damaged and missing articles attached, and the consignment will
be put _____ one side ______ we receive your instructions.
Ex. 5. Translate the following sentences in English
1. Товар не пригоден для продажи, Вы должны прислать нам замену.
2. Решение принимается большинством голосов? - Да, и оно окончательно и
обязательно для обеих сторон.
3. Вы нарушили пункт контракта о поставке, поэтому Вам придется отвечать за
последствия.
4. Поскольку стороны не пришли к взаимопониманию (не смогли урегулировать
вопрос дружески), спор был передан в арбитраж.
5. Страховая компания не компенсирует убытки, т.к. повреждение произошло из-за
недосмотра (халатности) рабочих.
6. Несоответствие между описанием товара в счете и самим товаром может привести
к задержке в поставке, поскольку он (товар) не пройдет таможенную очистку
вовремя.
7. Упаковка должна быть соответствующей, чтобы не допустить повреждения
товара.
8. Упаковочный лист должен быть вложен в каждый контейнер/ящик.
9. Поскольку повреждение товара произошло в пути, Вам следует предъявить
претензию перевозчику.
10. Претензию признали справедливой.
11. Пункт о штрафах защищает от убытков.
12. Нам удалось уговорить истца отозвать свою претензию.
13. Мы настаиваем, чтобы Вы заменили некондиционный товар в течение двух
недель. Это уже не первое нарушение контракта. В противном случае нам
придется подать иск.
14. Товар в последней партии низкого качества. Мы ожидаем, что Вы вышлете
замену ближайшим рейсом парохода.
15. Не думаю, что они тотчас (сходу) отклонят нашу претензию, ссылаясь на то, что
она необоснованна.
16. Суперарбитр уже назначен? - Нет еще.
17. Они обещали (взяли обязательства) разобраться в причинах повреждения
партии груза.
18. В некоторых случаях нарушение контракта может привести к судебной тяжбе
(litigation).
19. Пункт 16 контракта предусматривает проведение арбитража в стране
ответчика/истца.
20. По взаимному согласию стороны контракта решили, что спор будет
рассматриваться в третьей стране.
Correspondence relating to claims
Read, translate and discuss the letters
Letter 1
Dear Sirs
After carefully examining the sawn goods supplied under our order of 16 October, we must
express surprise and disappointment at their quality. They certainly do not match the samples
on the basis of which the tract was signed. Some of the boards are of the wrong sizes and we
cannot help feeling there must have been some mistake in making up the order.
The sawn goods are quite unsuited to the needs of our customers and we have no choice but to
ask you to take them back and replace them by sawn goods of the quality ordered. If this is not
possible, then I am аfraid we shall have to ask you to cancel our order.
We have no wish to embarrass you and if you can replace the goods we are prepared to allow
the stated time for delivery to run from the date I confirm that you can supply the goods we
need.
Yours faithfully
R. Fairfax
Questions:
1. What do the buyers think of the delivery under their order of 16 Сгл ber?
2. How do the buyers explain the inadequate quality of the sawn gooc:
3. What is the buyers' request? What is the alternative?
Letter 2
Dear Mr Fairfax
We very much regret to learn from your letter of 5 May that you are not satisfied with the sawn
goods supplied to your order No 32/8.
From what you say it seems possible that some mistake has been made in the selection of the
goods meant for you and we are arranging for our Mr Kulikov to call on you later this week to
compare the goods supplied the samples from which you ordered them.
If is found that our selection was faulty, then you can most certainly rely us to replace the goods.
In any case, we are willing to take the sawn goods back and, if we cannot supply what you want,
cancel your order, though we should do this reluctantly since we have no wish to lose your
custom.
Yours sincerely
N. Ivanov
Questions:
1. Do the Sellers believe the goods were delivered by mistake?
2. What do they intend to do about the wrong-delivered goods?
3. Do you think the Buyers will cancel their order?
Phone Mr. Fairfax, try to settle the matter concerning the delivery of the wrong goods (if
necessary offer a discount).
Letter 3
Buyer's complaint
Dear Sirs
We regret to report that the consignment of cotton shirts dispatched on 26 June to our order No
328 was delivered to us yesterday in a very unsatisfactory state. It was clear that two of the
cases (Nos 4 and 7) had been tampered with and upon checking the contents we found that
case No 4 contained only 372 shirts and case No 7 only 375 instead of the four hunted invoiced
for each. Before reporting the matter to the railway we would be glad if you would confirm that
each of these cases did in fact contain the invoiced quantity when they left your warehouse.
At the same time we should like you to replace the fifty-three missing shirts with others of the
same quality.
You will no doubt yourselves be claiming compensation from the railway, in which case we
shall be glad to assist you with any information we can give you. Meanwhile we are holding the
cases and contents for infection.
Yours faithfully
Questions:
1. What is wrong with the consignment under Order No 328?
2. What do the Buyers want to make sure of before reporting the matt to the railway?
3. Do the Buyers need any replacements?
4. What are the Buyers going to do with cases Nos 4 and 7?
Letter 4
Complaint of non-delivery
Dear Sirs
Our Order No. VC 58391
We are writing to you with reference to the above order and our letter of 22 May in which we
asked you when we could expect delivery of the 60 engines you were to have supplied on 3 June
for an export order.
We have tried to contact you by phone, but could not get anyone at уour factory who knew
anything about this matter.
It is essential that we deliver this consignment to our Swedish customers on time as this was an
initial order from them and it would give us an opening in the Scandinavian market.
Our deadline is 28 June, and the lorries have been completed except the engines that need to be
fitted.
Unless we receive the components within the next five days, the order will be cancelled and
placed elsewhere. We should warn you that we holding you to your delivery contract and if any
loss results because of late delivery we will be taking legal action.
Yours faithfully
Questions:
1.
2.
3.
4.
Is this the first reminder of non-delivery?
What is the export order for?
Why are the Buyers pressing for urgent delivery?
What are the Buyers' intentions if they fail to get the delivery in з time?
Letter 5
Reply to complaint of non-delivery
Dear Sirs
Thank you for your letter of 6 June concerning your order No VC 581-3I which should have
been supplied to you on 3 June.
First let us apologize for your order not being delivered on the due date for the problems you
have experienced in getting in touch with us about it. But as you may have read in your
newspapers we have experienced an industrial dispute which has involved both administrative
staff employees on the shop floor, and as a consequence has held up all production over the
past few weeks.
However I can tell you that the dispute has been settled and we are back normal production.
Nevertheless there is a backlog of orders to up on, but we are using associates of ours to help us
fulfil all outstanding commitments; your order has been given priority, so we should be able
to deliver the engines before the end of this week.
May I point out, with respect, that your contract with us did have a standard clause stating that
delivery dates would be met unless unforeseen circumstances arose and we think you will
agree that a dispute is an exceptional circumstance. However we quite understand your problem
and allow you to cancel your contract if it helps you to meet your own commitments with your
Scandinavian customers. But we will not accept responsibility for any action they may take
against you.
Once again let us say how much we regret the inconvenience this delay has caused and
emphasize that it was due to factors we could not have known about when we accepted your
delivery dates.
Please phone or fax us letting us know if you wish us to complete your order or whether you
would prefer to make other arrangements.
We look forward to hearing from you within the next day or so.
Yours faithfully
Questions:
1. Why did the Suppliers fail to meet the delivery dates?
2. What actions have the Suppliers taken to meet their commitments?
3. Do the Suppliers hold themselves responsible for the problems their Buyers face in
delivering their consignment of lorries to the Scandinavian customers?
4. But why will the Suppliers not accept any responsibility for any action the Scandinavian
customers may take?
5. What is the Suppliers' suggestion about the fulfillment of the order?
Sum up the exchange of letters.
Phone the Suppliers and clear up the position of your order for engines.
VOCABULARY
sawn goods
пиломатериалы
to match the samples/to be up to sample, as соответствовать образцу
per sample
to sell by sample
продавать по образцам
to lose one's custom
потерять клиента (в чьем-л. лице)
ant. to welcome one's custom
to compare
сравнивать
how do these models compare?
чем отличаются эти две модели?
to compare favourably with ...
выгодно отличаться от ...
contents (pl.)
to tamper with
the document has been tampered with
to hold sb to sth
components
backlog
to give priority to sth
to give top priority to sth
to meet (one's own) commitments with sb
содержимое, содержание
трогать, портить, (тайно) изменять
подделывать, искажать
документ подделан
требовать от кого-л. соблюдения чего-л.
комплектующие
задолженность (по выпуску продукции),
резерв, запас, портфель заказов
уделять первостепенное внимание чему-л.
выполнить в первую очередь
выполнить свои обязательства перед кемл.
Ех. 1. Give the English equivalents
Letter 1: по заказу № A808; выражать удивление и разочарование поводу качества; не
соответствовать образцу, на основании которого был подписан контракт; доски не того
размера; выполнить заказ; не соответствовать/не удовлетворять чьим-л. потребностям;
подтвердить дату поставки.
Letter 2: произошла ошибка в отборе товаров; сравнить товар с образцом; Вы можете
рассчитывать, что мы заменим товар; предоставить скидку с неохотой; мы не хотим
лишаться такого клиента, как Вы.
Letter 3: в крайне неудовлетворительном состоянии; ящик вскрыт без разрешения);
количество, указанное в счете (фактуре); недостающий товар; требовать компенсацию у
администрации ж/д; помочь кому-л в получении необходимой информации.
Letter 4: со ссылкой на вышеуказанный заказ; связаться с кем-л. по телефону; дать
возможность выхода на скандинавский рынок; крайний срок; получить комплектующие в
течение 5 дней; требовать от кого-л. соблюдения сроков поставки.
Letter 5: производственный конфликт; рядовые работники; задержать производство;
производство нормализовалось; ликвидировать отставание по выполнению заказов;
выполнять обязательства; уложиться в даты поставки; возникли непредвиденные
обстоятельства.
Ех. 2. Fill in the blanks with one of the following words, use the correct verb-form
1. to assist sb with
2. backlog of orders
3. to cause inconvenience
4. to claim compensation for the damages
5. to compare favourably
6. invoiced quantity
7. to meet our own commitments with our Suppliers
8. sawn goods of the wrong size
9. to tamper with
10. the unforeseen circumstances remain in force
11. with reference to your claim
1.
2.
3.
4.
Take security measures so that the files not_____.
The were delivered to you by mistake.
Please write if we can_________ any information to support your claim.
We recommend you______from the Carriers as the damage occurred when the goods
were at their risk.
5. _____for non-delivery of the components under order No. VIP 88 we would like to
inform you that....
6. We spare neither effort nor time to catch up with the ____ .
7. We regret to inform you but we cannot extend your credit as we have______.
8. The delivery time can be extended for a period equal to that during which_____.
9. We apologize for the _____to you.
10. From the pricelist enclosed you will see that our prices _______those of our competitors.
11. There is a discrepancy between the ______and the quantity received.
Ex. 3. Complete the following sentences in English
1. We will not charge you extra for the installation as (не хотим терять в Вашем лице
заказчика).
2. The balance sheet (подделан).
3. We advised them that we were going to (требовать компенсации убытков).
4. They persist that they (не уложились в даты поставки) due to circumstances beyond their
control.
5. (Мы ни в коем случае не несем ответственность за действия) they may take against you.
6. We are doing our utmost (чтобы ликвидировать задолженность заказам).
7. (Производство нормализуется) as soon as the industrial dispute is settled.
8. We are working day and night (чтобы уложиться в крайний срок).
9. No doubt you appreciate that this will help us (выполнить наши о б я зательства перед
нашими клиентами).
10. (Если комплектующие не будут получены в течение недели) we will take legal action.
Ex. 4. Fill in the blanks with prepositions
1. The goods delivered________mistake will no doubt be returned___ our account.
2. Can we rely _____your giving us a discount ______the faulty goods if we decide to retain
them?
3. ___________ checking the contents we found that the articles were quite unsuited___the
needs _______ our customers.
4. The signature ___ the document has been tampered ______.
5. The goods arrived _______the Buyer's premises _________ a very unsatisfactory state.
6. We are writing _____you ____reference ______the above order.
7. We have tried to contact __you________phone but nobody ______ your factory knew
anything _________it.
Example 5. A letter of complaint
Mistakes can happen no matter how efficient a business firm tries to be. There might be a
misunderstanding about the goods to be supplied; sometimes the consignment is dispatched too
late or delays are caused in transit; defect is discovered when the equipment is put into operation
and so on. Therefore a letter with the complaint expressed is sent.
Airport of Domodedovo
Domodedovo area
Moscow region
Russian Federation
142015
Garment factory
Customs officers' Clothing
306, Pererva Street
Novosibirsk
RF
961500
27 Nov. 2010
Gentlemen:
Thank you for your delivery of suits which were ordered on November 4. However we wish to
draw your attention to two matters.
We didn’t supply the red dresses. We are returning them by separate mail, and would ask you to
replace the whole lot by 100 units size 12 in the correct colour.
As far as your charges for air freight are concerned, we agree to pay the extra costs which you
invoiced. However your costs for packing and insurance must have been lower for air cargo, and
we request you to take this fact into consideration and to make an adjustment to the invoice
amount. Would you please send us a rectified invoice, reduced accordingly.
We look forward to your dealing with these questions without delay.
Yours truly,
P.Zernov
P. Zernov
HR manager
NOTES: In the EXAMPLE 5 there are two complaints: the first is about the suits colour and the
second — about the fact that air freight seems too expensive to Garment factory (Customs
officers' Clothing).
From this letter we see that the correspondent takes the trouble to explain his complaint clearly
and proposes ways in which matters can be put right.
Example 6. Letter of adjustment
Letters that are written in response to claims may be called adjustments. These letters are
among the most difficult to write as they require under all circumstances patience, tact, and
diplomacy. You will not lose your customer if you react at his claim promptly.
Garment factory
Customs officers' Clothing
306, Pererva Street
Novosibirsk
RF
961500
Airport of Domodedovo
Domodedovo area
Moscow region
Russian Federation
142015
2 December 2010
Dear Sirs:
The colour of the suits about which you complain is indeed absent in your order. Please accept
our apologies.
We are sending you a new lot by air this week, and would ask you to return the faulty clothes at
your convenience, carriage forward.
You are perfectly correct in saying that packing and insurance costs are normally less for cargo
sent by air. The manager of packing department mixed a packing material. We return monetary
difference on your bank account. Please accept our apologies.
Furthermore, our insurance is on an open policy at a flat rate, and depends on the value of the
goods, not the method of transport. For these reasons our invoice No. 14596 dated 15th
November 2010 is still valid, and we look forward to receiving your remittance when due.
Yours faithfully,
DA Lavrova
D.A. Lavrova
Sales Manager
NOTES: The suppliers show their understanding of situation and express their willingness to
adjust it. They say exactly what steps they are going to take, because a disappointed customer
cannot be put off with mere apologies — he is entitled to know how the mistake will be
remedied. The suppliers convince their partners that they are really interested in maintaining
good will. They try to avoid negative statements, and what even worse, accusations; they never
forget that it is their customer who keeps them in business.
Even when they write their customers about rejecting their claim, they try to give logical
reasons for the refusal.
Ex. 1. Give (make) a total characteristic of the following business letters (structure and
layout, requisites (elements), style, kind, punctuation). Perhaps, there are essential mistakes in
the letters. Specify these mistakes.
Example 1. A letter _________
HOWARD & PRATT
Ladies' Clothing
306, 3d Avenue
Chicago, 111. 60602
JACKSON & MILES
118 Regent Street
London WIC 37D
UK
Gentlemen:
21 Oct, 2000
We saw your women's dresses and suits in your October catalogue. The lines you showed
would be most suitable for our market.
Would you kindly send us your quotation for spring and summer clothing that you could
supply to us by the end of January next.
We would require 2,000 dresses and suits in each of the sizes 10—14, and 500 in sizes 8 and
16. Please quote c.i.f. Chicago prices.
Payment is normally made by letter of credit.
Thank you for an early reply.
Very truly yours,
P.Vratf
P. PRATT. Jr
Buyer
Example 2. A letter __________
JACKSON & MILES
118 Regent Street
London W1C 37D UK
HOWARD & PRATT
Ladies' Clothing
306, 3d Avenue
Chicago, 111. 60602
28 Oct, 2000
Dear Sirs,
We are pleased to make you an offer regarding our products in the size you require. Nearly
all the models are obtainable and could be delivered to you in March. All other models can be
supplied by the middle of January 2001, subject to our receiving your form order by 15th of
November. Our c.i.f. prices are understood to be for sea/land transport to Chicago. If you
would prefer the goods to be sent by air freight, this will be charged extra at cost.
Suits sizes 8-16 in white, yellow, red, green, navy blue, black. Sizes 12,14 also in pink per
100 $2,650.00
Dresses sizes 8—16 in white, yellow, red, green, black
per 100 $1,845.00
You will be receiving price-list, cutting of our materials and a colour chart. These were
airmailed to you this morning.
Yours faithfully,
DA Leary
D.A.Leary
Export Department
Example 3. A letter_________and ________________
HOWARD & PRATT
Ladies' Clothing
306, 3d Avenue
Chicago, 111. 60602
JACKSON & MILES
118 Regent Street
London W1C 37D
UK
4 Nov, 2000
Gentlemen:
Thank you for your quotation of October 30. We have pleasure in placing an order with you
for 1,900 dresses at Price: $38,745 in the colours and sizes specified below:
Quantity
Size
Colour
50
8, 16
white
Quantity
100
100
10,12,14
white
50
8,16
green
100
10,12,14
green
50
8,16
red
Size
Colour
10,12,14
red
50
16
yellow
100
10,12,14
yellow
50
16
black
100
10,12,14
black
Delivery: air freight, c.i.f., Chicago
We shall open a letter of credit with your bank as soon as we receive your order
acknowledgement. Please arrange for immediate collection and transport since we need the
dresses for Christmas.
Very truly yours,
P.Pratt
P. PRATT, Jr
Buyer
Example 4. A letter ____________
JACKSON & MILES
118 Regent Street
London W1C 37D UK
HOWARD & PRATT
Ladies' Clothing
306, 3d Avenue
Chicago, III. 60602
20th November, 2000
Dear Sirs:
We have pleasure in notifying you that your credit was confirmed by our bank yesterday, 19th
November. We have had the 1900 dresses collected today for transport by Delta Airlines to
Chicago on 25th November.
Enclosed is our invoice for the goods in question plus the extra charges for air freight, packing
list to facilitate customs clearance at your end, certificate of origin, air waybill and insurance
policy.
Hoping that this initial order will lead to further business, we are
Yours faithfully
VA Leary
D.A. Leary
Export department
Example 5. A letter _____________
HOWARD & PRATT Ladies' Clothing 306, 3d Avenue
Chicago, 111. 60602
JACKSON & MILES
118 Regent Street
London W1C 37D
November 22nd, 2000
Gentlemen:
Thank you for your delivery of dresses which were ordered on November 4. However we
wish to draw your attention to two matters.
Of the red dresses supplied one lot of 100(size 12) included clothes of a lighter red than the
other sizes. We are returning two of these by separate mail, and would ask you to replace the
whole lot by 100 dresses size 12 in the correct colour.
As far as your charges for air freight are concerned, we agree to pay the extra costs which
you invoiced. However your costs for packing and insurance must have been lower for air
cargo, and we request you to take this fact into consideration and to make an adjustment to the
invoice amount. Would you please send us a rectified invoice, reduced accordingly.
We look forward to your dealing with these questions without delay.
'P.Pratt
P.PRATT, Jr
Very truly yours.
Example 6. Letter __________
JACKSON & MILES 118 Regent Street London W1C 37D UK
HOWARD & PRATT Ladies' Clothing 306, 3d Avenue Chicago, 111. 60602
2nd December, 2000
Dear Sirs:
The colour of the dresses about which you complain is indeed lighter than it should be.
Please accept our apologies.
We are sending you a new lot by air this week, and would ask you to return the faulty clothes
at your convenience, carriage forward.
Alternatively you may keep this lot for sale as seconds at a reduced price of $1,120.
You are perfectly correct in saying that packing and insurance costs are normally less for
cargo sent by air. May we remind you, however, in this case your request to send the goods by
air was made at very short notice. It was not possible for us to use the lighter air freight packing
materials, as most of the dresses were ready for shipment by sea freight (please see our letter of
9th November).
Furthermore, our insurance is on an open policy at a flat rate, and depends on the value of the
goods, not the method of transport. For these reasons our invoice No. 14596 dated 15th
November 2000 is still valid, and we look forward to receiving your remittance when due.
Yours faithfully
DA. Leary
D.A.Leary
Ex. 2. Read the text and translate it into English:
Письмо — это важный элемент ведения бизнеса. Без переписки вести
деловые отношения невозможно. Почти все телеграфные и телефонные
договоренности требуют письменного подтверждения. При установлении
деловых контактов хорошо составленное письмо может лучшим образом
представить вашу фирму и создать благоприятное впечатление о ней у
вашего потенциального партнера.
Внешний вид письма имеет большое значение. Фирмы, как правило,
имеют свои бланки для писем, отпечатанные типографским способом на
хорошей бумаге. Фирменный бланк должен иметь название фирмы, ее адрес,
а также характер бизнеса фирмы. Деловые письма в разных странах по своей
форме одинаковы. Как правило, деловое письмо, написанное на фирменном
бланке, состоит из 12 элементов:
1. авторские реквизиты
2.индекс партнёров
3.индекс вашей стороны
4.дата — число, месяц, год
5. внутренний адрес — имя и адрес лица, которому адресуется письмо
6. вступительное обращение — вежливое приветствие
7. заголовок
8. текст письма: первый абзац — о чем письмо
основной текст — изложение сути вопроса
заключительный абзац — подводит итог и указывает на
дальнейшие действия
9. заключительная форма вежливости — вежливое «до свидания»
10.подпись
11.приложение
12.отметка об отправлении копии письма
Ex. 3. Decipher the following abbreviations and give their definitions.
c.i.f., f.o.b., f.o.r., с & f, PLC, Ltd, Inc.
Text 4
A memo letter
A memorandum (or memo) is a very common form of business letter which is
exchanged between members of the same organization. The memo usually focuses
on one message or piece of information, and often requests action to be taken. It
may be sent to a single person or a group of people.
There are many different techniques used in memo writing, but several basic
rules should always be applied:
- Since memos are a little less formal than business letters, it is best to use
simple language.
- Keep your memo clear. Use short, simple sentences.
- A memo should not be any longer than one page. Most people do not have
time to read long memos.
- The opening and closing formula can be more direct, and less formal than in a
letter.
Here is an example of memo.
MEMO
1. DATE
9th June
2. TO
Vincent Mills, Human Resources Manager
FROM
Philip Groves, Managing Director
3. SUBJECT Seminars on management
4. The seminars as we discussed are to be held on 15-17 June.
Could you contact the members of Seminars and inform me about the
following:
- the topics that these Seminars cover
- short description of each topic
- whether you think we should use reports printed in advance
5. We haven't much time, so could you do this a.s.a.p. and also check the
availability of the members who will be involved in these Seminars.
Signature PG
Ex. 1. Answer the questions:
1. What is a memo?
2. Who and where writes memos?
3. What are the rules of memo-writing?
Ex. 2. Write your own a memorandum