商务英语函电Unit_10_Complaint_and_Claim_Letters教材教学课件.ppt

Unit 10;?10-1 Objectives目标?;;?10-2 Leading in导入 ;;10-3 Practical Reading实用阅读?;There are two kinds of complaints or claims made by buyers:The genuine complaint or claim, which arises from such situations as the following:;;Tips for making complaints and claims:;Tips for making apologies:;Apology to complaints should:;New Words and Expressions;;;;10-4 Layout, Basic Structure, Main Points of Claim Letters 索赔理赔格式、基本结构、要点?A. Layout of Claim Letter 索赔格式;;;;;;prompt execution 迅速执行 in good condition 状态完好 presume 假定，猜想 to complete deliveries 完成交货 arrange for 安排;Reply to the Claim on Wrong Goods;;;;;;B. The Basic Structure of Claim Letter索赔基本结构;;;C. The Main Points of Claim Letter索赔的要点;2) state the reasons for complaints ( short delivery, improper packing, delay shipment, sending wrong goods, inferior quality);3) require the other party to investigate and compensate the loss ;4) regret for the trouble caused for the other party ;5) accept the complaint ;6) reject the complaint ;10-5 Sample Letters of Claims索赔样信 ;;;;to various degrees 不同程度 an authorized surveyor 授权的验货员 in the presence of 当面，在场 under such circumstances 在这种情况下 make us an allowance 打折 That store makes an allowance of 10% for cash payment. 那家商店给付现金的顾客打10%折扣。 ;Specimen 2 Seller’s Reply;;;be fit for 适合 the clean bill of lading 清洁提单 in perfect condition 情况良好 rough handling 野蛮装卸;Dear Sirs, We have been transacting with you for quite a number of years and have always covered our requirements from you. We can say for certain that we have established good business relations with your firm in the interest of both parties.;;;for certain 肯定 flaw 瑕疵 sales by sample 凭样品买卖 指以实物样品作为买卖双方交接货物的质量依据，卖方承担交付的货物质量与样品完全一致的责任。 in conformity with 符合;Specimen 4 Seller’s Reply;;;;;batch 一组，一批 trace something to 追查某事的根源为…… put right 修复，使正常运作 carriage forward 运费未付，运费由收件人支付 carriage prepaid 运费已付 accept sb’s apologies 接受某人的歉意 express /make one’s apologies 表示歉意;Specimen 5 Complaints about Late Delivery;;canned f