外贸英语函电写作与翻译chapter市公开课一等奖百校联赛特等奖课件.pptx

Chapter 11 Complaints and Claims第1页Job-seekers visit booths of companies at a job fair held for graduates in Nanjing,Jiangsu province in East China,November 20,.Stabilizing employment is the top priority for China,Minister of Human Resources and Social Security Yin Weimin said on Thursday as he revealed a rise in jobless workers triggered by a weakened export sector amid the global economic downturn.第2页Chapter 11 Steps of WritingTextsExercises第3页Steps of Writing-ClaimStep1:State the problem.Give dates,name and quantity of goods,contract number or any other specific information that will make a recheck easier for the reader.Eg:1)We have just received2)We regret having to inform you that arrived in3)20%of the packages had been broken.4)It was found that upon examination第4页Steps of Writing-ClaimStep 2:State the inconvenience or loss that is resulted from this error.1)The materials are quite unsuited to2)These goods are entirely useless to us3)This has caused us much inconvenience.第5页Steps of Writing-ClaimStep 3:State what you want to be done.1)We wish to get your early reply.2)We look forward to your settlement at an early date.第6页Steps of Writing-AcceptStep 1:Regret for the inconvenience caused to the reader.1)We wish to express our deepest regret over the unfortunate incident2)We are extremely sorry for the late delivery of3)We regret the inconvenience you have experienced第7页Steps of Writing-AcceptStep 2:Explain the reasons of the problems and express the wish to grant the claim.1)It happened that2)Another thorough check-up reveals that3)We are prepared to make you a resonable compensation.第8页Steps of Writing-AcceptStep 3:Wish to cooperate with the reader again.1)We hope this will not affect our friendly relationship.2)We wish to be able to serve you in future business.3)In view of the friendship between us第9页Steps of Writing-DeclineStep 1:Regret for the inconvenience caused to the reader.1)We very much regret that第10页Steps of Writing-DeclineStep 2:Explain the reasons of the problems and make clear your position.1)After a check-up we found that2)The shipment you complained3)We are of the opinion that4)In order to settle the claim quickly第11页Steps of Writing-DeclineStep 3:Refuse directly or suggest possible settlement.1)We regret being unable to accept your suggestion to2)As this is a matter concerning insurance,we hope you will refer it to.3)We can not but 第12页Steps of Writing-DeclineStep 4:Wish to cooperate with the reader again.We wish to be able to serve you in the future business.第13页Letter 1Words and expressions 1.in an unsatisfactory condition令人不满意情况 in good(perfect,sound)condition in bad(poor)condition 情况不良 in a damaged condition 破损情况第14页 2.claim n.v.索赔 1)lodge(raise,file,make,issue,lay,register,render,enter,put in,bring up,set up)a claim against(with,on)sb.向某人提出索赔 2)claim for damage claim for US$3)claim on the goods(order)4)accept(entertain,admit,settle)a claim reject(dismiss)a claim waive(withdraw)a claim 第15页 5)Buyers have lodged a claim on this shipment for RMB 1,300 for short weight.6)We must lodge a claim against you for the amount of$15,800.7)As regards inferior quality of your goods,we claim a compensation of$15,000.第16页 3.insufficient packing 包装不良 improper packing 包装不妥 poor packing 包装不良 defective(faulty)packing 有缺点包装 insecure packing 不可靠包装 4.recourse n.求援、求援，追索 1)In this case,it may be necessary for us to have recourse to arbitration.2)If the issuing bank does not pay the draft,the negotiating bank has recourse to the beneficiary.第17页 5.in consequence 结果，所以 1)The sellers shall not be held responsible for failure or delay in shipment in consequence of Force Majeure incident.2)We havent received the covering L/C yet,and in consequence,we did not effect the shipment in time.6.take special care 尤其注意 We shall take particular care to keep strictly to your specification.第18页 7.prospective a.预期 prospect n.前景 8.be liable to 易于，倾向于，有责任 As these goods are liable to break if not handled with care in course of transportation,we suggest that the parcel be sent by container vessel,to avoid possible damage in loading and discharge.9.misjudge v.误判 Appearance is liable to lead one to misjudge the substance.第19页Analyzing the letterParagraph 1:identifying the reference and lodge the claimParagraph 2:reminding the seller politely 第20页Letter 2Words and expressions 1.to be frank 坦率讲 2.assurance n.确保，承诺 assure v.assured adj.确定，有确保 1)assure sb.of sth.向确保 assure sb.that 2)assure oneself of sth 搞清楚某事 3)You may rest assured that你对尽可能放心 4)You may have our assurance that we will do our best to expedite shipment.第21页 3.dire a.可怕，紧急 4.predicament n.困境 5.put to 给某人造成（麻烦，花费）We dont want to put you to the expense of cabling an amendment.6.look into 调查 go into the matter investigate the matter 第22页Analyzing the letterParagraph 1:identifying the reference and urging the seller for prompt shipmentParagraph 2:pressing the seller for assurance of the shipment 第23页Letter 3Words and expressions 1.per 经由（运走）ex 来自（运来）1)We have shipped the 100 tons of wool per S.S.Rose.2)We have received the shipment of 100 tons of wool ex S.S.Rose.2.discharge v.卸货，推行第24页 3.short-weight 短重 short delivery 短交 short shipment 短装 short-calculated short-delivered short-established,short-opened short-landed,short-paid short-invoiced 第25页 4.Inspection Certificate n.检验证实 1)Survey Report 检验汇报 2)Survey Report on Examination of Damage or Shortage 残短证实书 3)Survey Report on Inspection of Tank Hold 船舱判定证实 4)Survey Report on Quality 5)Survey Report of Weight 5.Statement of Claim 索赔清单第26页Letter 4Words and expressions 1.up to standard符合标准 2.account for 说明原因，占 1)He could not account for his absence from school.2)It accounts for 40%percent of the selling this year.3.tender v.提供，提出 They required us to tender the necessary documents in support of your claim.第27页 4.in full 全部 5.take all possible steps 采取一切可能步骤 6.recurrence n.再发生 A recurrence of such an oversight could impair our amicable relations.第28页Letter 5Words and expressions 1.white crystal sugar 白砂糖 2.meet ones order 满足某人订单 3.ply n.层，厚度 4.make payment by check into ones account with the bank 用支票转入某人银行帐户第29页Letter 6Words and expressions 1.herbs n.草药 2.deteriorate v.使恶化 His health had deteriorated while he was in prison.deteriorated a.恶化，变质第30页 3.stain v.沾污 stained a.4.batch n.一批 a batch of cookies 一炉小甜饼 a batch of tourists一批旅游者 a whole new batch of problems一系列新问题 5.make up 填补 第31页Letter 7Words and expressions 1.substitute v.n.代替 1)Only art can substitute for nature.2)substitute A for B 用A替换B 2.at ones disposal 由某人支配（处理）We will try our every means at our disposal to turn out the goods in a month.http:/