商务英语口语Unit-13-Complaints-and-Claims.ppt

,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Unit 13 Complaints and Claims,Part 1 Teaching Aims,To say sentences about complaints and claims,To form conversations concerning complaints and claims,To form monologues about complaints and claims,To make an oral presentation about complaints and claims,Part 2 Useful Sentences,Read loudly the following sentences about complaints and claims and understand their meanings.,1.Due to your inferior quality,we have,no choice but to file a claim against you.,由于你方的品质低下，我们别无选择，只,能要求索赔了。,2.Now that you fail to deliver the goods on,time,we shall pay high prices for the,delay.,由于你方未能准时交货，我方将要为延期,付出昂贵的代价。,5.These cartons dont appear to have,been properly packed.They have been,soaked.,这几箱显然是没有包装好，全浸透了。,6.We are sorry to tell you that the goods,you sent us this time are rather different,from the sample we had received,before.,很遗憾的是你们这次发的货和我们之前,收到的样品并不吻合。,7.Our clients are very dissatisfied with,this consignment because the color of,the vase is amber not yellow.,我们的客户对这批货很不满意，因为花,瓶的颜色应该是琥珀色而不是黄色,。,8.On opening the carton,we are shocked,because it contained completely hocked,shocked different items.,一打开纸箱，我们很惊讶的发现里面装,的是完全不同的货物。,9.Due to your delay of the shipment,we shall,suffer from great losses of failing to meet the,big season of Christmas.,由于你方交货期的推迟，我方将因为赶不上圣,诞节这一旺季而损失惨重。,10.We have to file a claim against you for the,short weight.,因为短重的问题，我们已向你方提出了索,赔,。,13.Im afraid you should compensate us by 3%,of the total sum of the contract.,贵公司需要赔偿我们本次合同总额的百分之,三。,14.We expect that you can solve this problem,so that we can maintain our fine relationship.,我们希望您能解决这一问题，以便我们保持,良好的关系,15.We shall not get to the bottom since this is,our first claim.,由于这次索赔是第一次，我方就不再深究,了。,16.The home office asked me to drop in on you.,They said you had a complaint.,总公司要我来拜访您。他们说您要投诉。,19.We apologize for any inconvenience you,have been put to by our error,and will do,our best to prevent any recurrence.,对于此次失误给贵公司带来的麻烦，我们深,表歉意，并将尽力避免今后再次出现这样的,错误。,20.We are regretful for the losses you have,suffered and hope the quality of the,consignment will make up for the late,delivery.,对于你方蒙受的损失我方很遗憾，希望这批,货的质量能够弥补晚交期带来的问题。,23.We have received your remittance for,settling our claim and will inform our home,office to give up the claim immediately.,我们已经收到了你方解决我们索赔问题的汇,款，并将立刻告知总部立即放弃索赔。,24.We hope our settlement of the claim is,satisfactory to you.,我们希望你方能满意我们对这次索赔的解决,办法。,25.Upon our investigation,the breakage of the,consignment this time is caused by rough,loading in the port,so you should hold the,shipping company responsible for the claim,not us.,经过我方调查，这次货物的破损问题是由港,口的粗暴装卸导致的，因此贵公司应该要求,船公司对此次索赔负责，而不是我公司。,Part 4 Paragraph Samples,Read aloud the following two monologues and then demonstrate them.,Monologue 1,Monologue 2,Part 5 The Presentation Sample,Read aloud the following presentation script and try to recite it.,Part 6 Tasks,1.,商英国考,(,二级,),题型,Make a monologue talking about how you can file a claim against your supplier about improper packing successfully.,2.BEC2,题型,Make a mini-presentation before the class following the hints below.,From what aspects can you file a claim against your supplier successfully?,product defectiveness caused by,the factory,rough handling with loading and,unloading the goods,short weight,inadequate packing,postponed delivery,You are:,Mr.Kim,an importer from Canada.,You need to:,State clearly your purpose to file a claim.,Elaborate the cause of the claim against your supplier Jessie Liu.Elaborate a 5%compensation of the total volume for the loss your have suffered from the damaged goods.Accept 4%compensation with the condition that the replacement will be delivered ASAP.Restate the importance of goods quality.,You start the conversation.,Tip,Card,1,You are:,Jessie Liu,the sales manager of a Chinese export company.,You need to:,Express your concern about the claim Mr.Kim filed.Figure out Mr.Kims reason for the goods damage.Elaborate that 3%is the highest volume you can accept for the damaged goods.Suggest a compensation of 4%and promise to deliver the replacement soon.Assure Mr.Kim that you will pay more attention to goods quality.,Your partner will start the conversation.,Tip card 2,4.BEC2,题型,Collaborative Task and Discussion,Your cybershop has received a lot of complaints in recent time and your clients are very angry about this.Talk with your partners together for about 2 minutes to figure out the reasons why this problem occurred and find out the best way to solve it.Here are some hints to help you.,Use the chart below to evaluate your training effect.,Training Evaluation Chart for Task,Total=Self-Evaluation40,Partners Evaluation30,Teachers Evaluation30,9.amber,mb,a.,琥珀的，琥珀色的,10.big season,phr.n.,旺季,11.short weight,phr.n.,短重,12.conclude the business,phr.v.,成交，达成交易,13.put forward to a claim,phr.v.,索赔,pensation,kmpensein,n.,补偿，,赔偿，赔偿金,15.breach,bri:t,n.,违犯，违反（法规、协议、职,责等）,16.go to the bottom,phr.v.,深究,17.home office,phr.n.,总部,18.replacement ripleismnt,n.,更换，替代品,19.recurrence rikrns,n.,重现，反复发生,20.make up for,phr.v.,弥补，补偿,21.workload w:klud,n.,工作量,22.remittance rimitns,n.,汇款,23.inadequately indikwitli,ad.,不够地，不够,好地,24.breakage breikid,n.,破损，打破，破坏,25.inspect,inspekt,v.,检查，视察,26.QC:quality control,phr.n.,质量控制；品质管理,27.product defectiveness,phr.n.,产品缺陷,28.express company,phr.n.,快递公司,Part 8 Proverbs,It is no use doing what you like,you have got to like what you do.Winston Churchill,British prime minister,不能爱哪行才干哪行，要干哪行爱哪行。,温斯顿丘吉尔,Success belongs to the persevering.,坚持就是胜利。,Better sense in the head than cents in the pocket.,口袋里有钱不如头脑里有知识。,The end,