Make up letters according to the situations. Вы получили товар, качество которого значительно ниже образца

Assignment 1

Вы получили товар, качество которого значительно ниже образца, на основании которого был заключен контракт. Напишите письмо продавцу и потребуйте либо замены некачественного товара, либо 10% скидку со всей стоимости товара. Укажите также в письме, что, если продавец откажется выполнить Ваши условия, то Вы обратитесь в арбитраж.

 

Assignment 2

Вы получили письмо, в котором покупатели сообщают о недопоставке товара по контракту № 15-02. Связавшись с Вашими экспедиторами Вы выяснили, что, действительно, 4 ящика не были погружены на теплоход. Составьте письмо, в котором Вы приносите свои извинения и излагаете предпринятые Вами шаги, направленные на то, чтобы подобная ситуация не повторилась в будущем.

FOCUS 6. ROLEPLAYS

 

Roleplay 1

 

Card 1. Вы получили товар в поврежденном состоянии и требуете от продавцов скидки в 7 % от стоимости товара в качестве компенсации ущерба; в противном случае Вы намерены передать дело в арбитраж.

 

Card 2. Скидка в 7 %, которую требуют покупатели за повреждение товара, кажется Вам слишком высокой. Вы считаете эту скидку завышенной и согласны на 5-процентную скидку, являющуюся вполне достаточной компенсацией.

 

Roleplay 2

 

Card 1. После осмотра полученного товара Вы пришли к выводу, что товар не соответствует спецификации, данной в контракте. В качестве компенсации Вы требуете уплатить сумму в 5000 долларов.

 

Card 2. Вы не считаете возможным выполнить требование покупателя об уплате компенсации, поскольку анализ, произведенный Вашей лабораторией, показал, что товар полностью соответствует спецификации, изложенной в контракте.

BLOCK 2. LETTERS OF COMPLAINT

LEAD-IN

¨ Comment on the following text:

 

Претензии составляются для того, чтобы сообщить деловому партнеру о проблемах и предложить возможные способы их разрешения. Не зависимо от того, насколько серьезные неудобства причиняют Вам возникшие проблемы и насколько Вы раздосадованы ими, целью претензии является не выражение Вашего неудовольствия, а достижение желаемого результата.

Следовательно, очень важно не допустить враждебного или слишком требовательного тона - язык претензии должен быть спокойным и вежливым и, в то же время, твердым.

Претензия должна начинаться с фактов. Сначала нужно изложить возникшую проблему с перечислением всех фактов и подробностей. По возможности, нужно приложить копии подтверждающих документов, например, счета-фактуры или какого-либо другого документа.

Во второй части претензии указываются понесенные убытки или неудобства, которые возникли по вине делового партнера.

И наконец, в третьей части вы предлагаете разумный способ урегулирования претензии.

FOCUS 1

LETTER 1 (Letter of Complaint)

October 23, 20…

Sales Dept

English Trading Company, Ltd

43 East Road

Exeter

England EX4 9DT

 

Dear Sirs

 

Our Order No. 1275 was received yesterday, and we have now examined the contents of the cases against your enclosed lists and invoices.

 

Although we are perfectly satisfied with the bulk of this large consignment, we find the under-mentioned items unsatisfactory:

Item 15a, Item 23b, Item 27a, Item 36 b.

 

We can sell the shirts at 15% below the list-price if you agree. The other goods are really unsaleable, and we await your instructions regarding their disposal.

 

Yours faithfully

John Bending

Manager

 

LETTER 2 (Complaint about inferior quality)

January 20, 20...

Mr Robert Winston

Export Division

The Manchester Engineering Co, LTD

Manchester

England

 

Dear Sirs

 

We regret to inform you that the machine-tool delivered a fortnight ago under Order No.1478 does not conform to the specification in many respects. First of all, the efficiency is much lower than that stipulated in the contract and there are a number of defects in workmanship and design. Apart from this the finish must be a lot better.

 

We must say that the delivery of so inferior a machine-tool has caused us great surprise. We have been doing business with you in machine-tools and other products for many years and have never had any trouble. We therefore agreed to release the machine-tool for shipment without inspection at your works.

 

If the defects were few, we would eliminate them ourselves charging the expenses involved to your account. But in this particular case we have to ask you to replace the machine-tool by a new one fully conforming to the specification of the contract.

 

Yours faithfully

Jun Mizuno

Managing Director

 

 

LETTER 3 (Complaint about late delivery)

March 28, 20...

Mr Richard Scott

ABC Trading Corp

1911 N Formosa Avenue

Los Angeles

California USA

 

Gentlemen:

Order No.1422

 

Delivery under our order no. 1422, given to you September 14, was promised two days ago. It has not yet arrived. These goods were ordered for the pre-holiday sales period now in full swing. Every day’s delay means loss and inconvenience for us.

 

If this shipment is en route, please telephone us and we will see what we can do at this end to expedite delivery to our premises. If the order has not been shipped, we will expect you to ship in rush. If the order has been held up because you are unable to ship certain items immediately, please telephone us and we will instruct you as to what items we need immediately, and what items we can wait for, and what items we may have to cancel.

 

In any event we shall expect a call from you on Monday. If you do not get in touch with us before the end of the day on Monday, please cancel the entire order. We shall have to call in goods available at the local wholesalers.

 

Yours sincerely

William Brown

Divisional Director

 

LETTER 4 (Letter of complaint)

May 14, 20...

Sales Dept

Textiles Co

28 Hogden Rd

Orlando, Florida 35509

USA

 

Gentlemen:

 

On May 29, I ordered fifty dozen of your Perfection Model men’s shirts in assorted sizes. We intended these for a one-day special sale in our series of June sales. In acknowledging this order you assured us of delivery in ample time to conduct the sale, which we scheduled for June 23. Relying on your assurance we had leaflet stuffers and display cards printed and sent out in a large neighborhood mailing.

We did not receive the goods until June 25, two days after the advertised sale. You can imagine our distress and the inconvenience and confusion caused by the delay. We had to throw almost our entire regular shirt stock on the sales counters, regardless of costs; we had to hold our help overtime and call in extra help to get the goods ready and properly displayed.

Now we do not expect you to meet intangible losses such as several nights’ sleep and lost good will on the part of customers who couldn’t get the sizes they required. Nor do we insist that it is your fault, the trucking service you use may be at fault; in which case you can demand satisfaction from them. Up to now we have had the right goods at the right time on every order we placed with you; so we are giving you all the benefit of the doubt.

However, we expect you to make good the tangible losses we suffered. We can replace a good deal of the stock we had to put on sale, from the order as finally received. But other replacements will represent a considerable loss. Our book-keeping calculations show that an 18% discount from your bill will cover our actual loss, and we propose this as the adjustment. We feel sure you will agree this is a fair settlement, and shall appreciate your sending us a credit for $ 10,000.

Looking forward to your reply, we remain,

Sincerely yours,

George Wollen

Manager

 

LETTER 5 (Complaint about misunderstanding on credit terms)

February 7, 20...

Ms M Russel

Ashworth Bookshops Ltd

234 Hogden Rd

Bristol BS& 9XS

 

Dear Sirs

 

I am sure that when your representative reported back on his call on me he informed you that I was to get ninety days’ term on the orders I placed with your organization. Your credit investigation, which you informed me was entirely satisfactory, was undertaken after I made it clear that I wish to do business on those terms. My first order, numbered 1341 and dated October 2, specified ninety day terms.

 

Therefore I cannot understand your letter of December 12, which I take to be the first of your series in cases of deferred payment on orders taken on thirty days’ credit terms.

 

Please straighten this out at once with your credit department. We take pride in our credit standing and it is a distinct annoyance to get dunning letters two months before bills are due, according to the terms of our agreement.

 

Sincerely yours

Nigel Black

Manager