外贸函电课本unit12.pptVIP

Chapter 15 Complaints and claims Pre-Questions for discussion Aims and Requirements In this chapter, students are required to grasp the follows: Know some basic knowledge about complaints, claims. Know how to write letters about complaints, claims. Master some negotiation strategies.???? Grasp some words, expressions and typical sentences on this topic. Notes： 1. Claim 用法： 索赔原因, +for: ~ for damage 索赔金额, +for: ~ for US $ XXX 对货物索赔，+on：~ on the goods 向某人提出索赔，+against (from)： ~ against the underwriters types of Complaints and Claims The genuine complaints and claims Problem on quality, quantity, packing, etc refusal of making delivery, shipment overdue. goods wrongly delivered. goods arrived damaged, late, missing. prices wrongly charged The false complaint and claims I.e. excuse to escape from performance of contracts The buyer do not want the goods or they can get similar goods at lower price … Handling Complaints or Claims How to handle such conditions Delay in shipment penalty clause Quantity discrepancy Check packing list and invoice Quality Discount and in case badly damaged and unsalable, replacements Damage condition Insurance or other The principle of handle claims and complaints: -- Judge whether the complaints and claims are justified -- If the seller cannot deal with a complaint promptly, acknowledge it at once;  How to make complaint Useful related sentences (1) we have examined the raincoats you shipped to us against our order No. 1234 and regret to find that many of them contain flaws of some kinds or other. (2) Upon examination, we found that the color varies and the finish is unsatisfactory. We cannot possibly deliver the merchandise in this condition to our customers, but might accept the lot at a reduction of 15% on the contract price. (3) After re-inspection at port of destination, the quality of the goods was found not in conformity with the contract stipulations. In support of our claim we are sending y