国际商务英语口语实训Module_10_Complaints,_Claims_and_Settlement教材教学课件.pptVIP

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国际商务英语口语实训Module_10_Complaints,_Claims_and_Settlement教材教学课件.ppt

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Module 10.2 Raising a Claim for Damage 2. Play your role according to the clues given in the brackets. The buyer= A; The seller= B A: May I speak to Mr. Gray? B: Speaking. Who is that? A: This is Yang Jian from Ocean Import Export Company. Mr. Gray, we have something unpleasant to complain and (1)?__________________________ （希望能尽快得到解决。） B: What seems to be the problem? A: We have to complain that goods in this shipment (2)?________________________ （与合同里规定的标准不符。） Practical Training hope?it?can?be?settled?as?soon?as?possible are?not?up?to?the?contract?standard Module 10.2 Raising a Claim for Damage 2. Play your role according to the clues given in the brackets. B: (3)?_________________________________ （要求对方给出详情。） A: We have inspected the goods and found the quality of your coffee is not in conformity with that stipulated in the contract. (4)?______________________ （质量明显和我们协议的样品不同。） B: Really? It doesn’t seem possible. (5)_____________________（说明你们的质量控制体系很严格。） A: I sent you the pictures in e-mail just now. B: Oh, let me check. Can I call you later? A: Sure. Practical Training Please?give?me?the?details. The?quality?is?obviously?different?from?the?approved?sample. We?have?a?very?strict?quality?control?system. Module 10.2 Raising a Claim for Damage 3. Acting out You are Mr. Li who finds that the Californian frozen beef of 100 cases you ordered are short-weight by 5 kilos each. You make a claim with Stone, the seller, for their short shipment. However, Stone believes that the shortage is due to the breakage of the packages, and the damage of the packing has been caused by rough handling in the course of transit. You are told you should make a claim with the Insurance Company. Practical Training Module 10.3 Claims Settlement Pair work A One of your clients raised a claim against you and required you to replace the damaged goods and grant him a special discount of 20% to compensate for the loss. What should be done first in order to deal with his/ her claim? P