商务写作期末复习资料.doc

Complaint concerning quality Dear Sirs We have recently received several complaints from customers about your fountain pens. The pens are clearly not giving satisfaction and in some cases we have had to refund the purchase price. The pens are part of batch of 500 supplied against out order number 8562 dated 28 March. This order was placed on the basis of a sample pen left by your representative. We have ourselves compared the performance of this sample with that of a number of the pens from this batch, and there is little doubt that many of them are fault some of them leak and others blot when writing. General structure of bad-news messages The general structure: -begin with a good news comes before bad news something the reader will respond positively a reference to some early communication, small talks -explain why the refusal has to be made -state the bad news (make it clear, offer some constructive suggestions) - Close positively don’t apologize Functions and Principles of Business Writing Tactful:婉转的 Blunt:直率的 T：Sometimes policy wording is a little hard to understand. I’m glad to clear up these questions for you. B: obviously, if you’d read your policy carefully, you’d be able to answer these questions yourself. T: If I understand your letter correctly….. B: Your letter is not clear at all. I can’t understand it. T: As mentioned in my May 15 letter to you B: Apparently you have forgotten what I wrote you two weeks ago. 申请做代理人 Dear Sir or Madam: I recently attended the international Exhibition in Ningbo and was impressed by the high quality service and reasonable prices of your products. Having since seen your full catalogue, I am convinced that there is a promising market for your products here in Ningbo. I am an English teacher, working in College of Science Technology Ningbo University. ………your advantages The traffic is convenient. People can arrive at it by bus, the bus comes every 5 minutes, and also can get there by taxi. The customer