Study these replies to complaints.

Reply to wrong goods

1) Dear Sirs

Your order №. J73.

Thank you for your letter of 11^th May. We are pleased to hear that the consignment was delivered promptly, but are very sorry to learn that case № 14 didn’t contain the goods you ordered.

On going into the matter we find that our agents made a mistake in catalogue reference numbers, as you suggested.

We have arranged for the dispatch of the right goods on board of P/T Cludyel, which will leave from the East Indian Docks, port of Lon­don.

We assume that you will not invoke the penalty clause in your contract, since the bulk of the order was dispatched promptly. Relevant documents will be mailed to you within the next forty-five hours. We have already cabled you in this connection and enclose a copy of the telegram.

We should be grateful if you would kindly keep case № 14 in your warehouse until our forwarding agents can collect it.

We shall do everything we can ensure that similar mistakes don’t happen again. Please accept our many apologies for the trouble caused to you by the error.

Yours faithfully

Notes

to invoke – требовать применения чего-л.; применять (норму, статью, оговорку, прецедент)

penalty clause – пункт о штрафах за невыполнения условий договора

bulk – большая часть

 

Reply to the complaint that not enough goods were dispatched

2) Dear Sirs

Your order №. 132/SPR

We received your letter of the 15th March concerning the above order.

We regret that you didn’t receive the full consignment of china ware.

Our forwarding agents have informed us that the crates were left behind on the wharf in the Port of London. They are arranging to send replacements on the M/N Sidmouth.

We apologize for the trouble caused by this short shipment, which was due to circumstances beyond our control. We shall contact our agents and port authorities to prevent inconvenience caused by missing of the goods in the future.

Yours faithfully

Notes

crate – (деревянный) ящик; тара для упаковки (клеть, корзина)

wharf – пристань; причал

short shipment – недопоставка

to be due to – являться результатом, быть обусловленным

circumstances – обстоятельства, условия

port authorities – портовые власти

Reply to the complaint of bad packing

3) Dear Sirs

Your order №. JAD/1573

We received your letter of the 5^th September yesterday. We are very sorry that two cases were damaged. We regret very much that your packing instructions were not carried out.

We have been in touch with our packers and we have asked them to send a detailed report. We have no explanation yet, but we'll give full account as soon as we can.

In the meantime, we have arranged for the dispatch of two replace­ment cases, and we have asked our packers to carry out the packing instructions carefully.

We apologize for any inconvenience caused by the error. We shall do everything we can ensure that similar mistake don’t occur again.

Yours faithfully

Notes

to carry out instructions – выполнять указания

to be in touch with – находиться в контакте с...

to give account of smth. – давать отчёт в чём-л.

in the meantime – тем временем, между тем; за это время

 

Reply to the complaint about quality

4) Dear Sirs

We thank you for your letter of 5^th January. We are sorry to hear that the goods don’t correspond to the cata­logue and that you were dissatisfied with our consignment of sweaters. We are arranging a visit to your premises by our sales representative in your area.

We are arranging to send our agent to inspect the goods. We think it is wise to postpone a decision on replacement or price reduction until we receive the agent's report. Your representative hasn’t visited us yet. We have supplied the same goods to other markets in Europe and have received no complaint.

For these reasons we can’t let you known by return what we propose to do.

I trust that our sales representative will be helpful in clearing up some misunderstanding and doubts.

Your faithfully

Notes

sales representative – торговый представитель; агент по продаже товаров

to postpone a decision – откладывать принятие решения

price reduction – скидка с цены; снижение цены

to supply – снабжать (чем-л.), поставлять; доставлять

by return – обратной почтой

clear up – выяснять, узнавать

misunderstanding – недоразумение

doubt – сомнение; неопределённость, неясность

 

Reply the complaint of late delivery

5) Dear Sirs

Thank you for your letter of 5^th January. We are sorry that you have had to inform us about the shipment of your order. We have looked into the matter, and have found that the delay is due to a delay in the port of London. However, the S/S Bahia left for Southampton yesterday with your order on board. Our advice of dispatch is on its way to you now.

We apologize for any confusion caused by the last minute changes in schedule, which as you probably realize were due to circumstances beyond our control. We can assure you that future orders from you will be dealt with promptly, and that consignment will reach you by the dates stipulated.

We trust you find the consignment in good condition when it arrives. Once again, please accept our apologies for this delay.

Your faithfully

Notes

shipment – перевозка; поставка (товаров)

delay – задержка, приостановка

Southampton – Саутгемптон (город и порт на юге Великобритании)

schedule – график, план; расписание

UNIT 6

Business visits

Business visits are very important in development of trade relations with countries and companies. Personal contacts promote a better understanding not only in foreign trade but in all spheres of human activities.

Normally businessmen contact through telephone calls or correspondence. But as the human element is very important they solve main problems more effectively through a personal meeting. During the talks the partners have an opportunity to discuss all problems face to face, to hear out their counter-part's arguments and to come to an agreement more easily.

Since a business trip is always limited in time, a businessman usually makes all arrangements in advance by phone or by telex. If he goes abroad he will apply for a visa. His partners will support his visa and send him an invitation. They will also reserve accommodation for him and work out the program for his visit. When all these preparations are done and agreed upon a businessman should book his railway or airway ticket. It is better to do it in advance.

It is common for Buyers' representatives to visit Sellers' premises for technical and commercial discussions either before or after signing a contract. During this visit the Sellers show their premises and workshops to the Buyers. The latter (the Buyers) have the chance to see the equipment in operation, to be present at the tests at the testing department. If the Sellers offer some modifications in the equipment the Buyers can see them, discuss and approve immediately.

The Sellers often visit the Buyers' premises when they have to revise prices or other terms of the contract or draw up a new contract with their customers. Both the Sellers and the Buyers can meet to discuss different claims if they appear during the fulfillment of the contract.

It is very important to be punctual in business. If you can't keep the appointment you should notify your partner in advance and fix a new date. On formal occasions such as talks, business lunch, a reception a businessman should wear a suit and a tie. During an informal meeting such as sightseeing tour, a visit to a private home a businessman can be dressed casually. It is always best to behave naturally. Jokes and humor are appreciated by businessmen just as much as they are everywhere.

Vocabulary

business visit – деловой визит

development of trade relations – развитие торговых отношений, связей

to promote a better understanding – способствовать лучшему пониманию

to solve main problems through a personal meeting – решать основные вопросы посредством личной встречи

to have an opportunity – иметь возможность

to discuss all problems face to face – обсудить проблемы с глазу на глаз

to hear out the counter-part's arguments – выслушать доводы партнёра

to come to an agreement – прийти к соглашению

business trip – командировка, деловая поездка

to be limited in time – быть ограниченным во времени

to make arrangements – договариваться, уславливаться с кем-либо

to go abroad – уезжать за границу

to apply for a visa – запросить, обращаться за визой

to support (to get, to receive) a visa – получать визу

to send an invitation – посылать приглашение

to reserve accommodation – заказать номер в гостинице

to work out the program for the visit – составить программу делового визита

to book a ticket – заказать билет

to visit Sellers’ premises – посетить предприятия продавца

to sign a contract – подписать контракт

to show the premises and workshops – показывать предприятия и цеха

to see the equipment in operation – увидеть оборудование в действии

to be present at the tests – присутствовать на испытаниях

to offer some modifications in the equipment – предлагать изменения в оборудовании

to approve – одобрять

to revise prices – пересматривать цены

terms of the contract – условия контракта

to draw up a new contract – составлять новый контракт

to discuss different claims – обсуждать различные требования, претензии

to fulfil a contract – выполнять контрак

to be punctual in business – быть пунктуальным в бизнесе

to keep the appointment – прийти на встречу

to notify a partner in advance – уведомить, извещать партнера заранее

to fix a new date – назначать новую дату

reception – прием

to wear a suit and a tie – носить, надевать костюм и галстук

to be dressed casually – быть одетым соответственно ситуации

to behave naturally – вести себя естественно

to appreciate jokes and humor – ценить шутки и юмор