Unit 1 BASICS OF BUSINESS CORRESPONDENCE 1 The Importance of Business Correspondence Writing 2 Challenges Faced by Business People Who Use English as a Second Language 2 Things to be Noted by Business People Who Use English as a Second Language 2 Components of Business Letters 8 Components of Business Emails 9 Unit 2 ENQUIRIES AND REQUESTS 16 1. Making an Enquiry 17 2. Responding to Customers Interest 17 3. Sending a Price List 18 4. Request for the Catalogue and Samples 18 5. Reply to the Above Enquiry 18 6. Asking for Quotations 19 7. Reply to an Enquiry on a Specific Model 19 8. Enquiry about Air-Conditioning Service 20 9. Reply to the Enquiry on Air-Conditioning Service 20 10. Looking for Prospective Buyers 20 Unit 3 QUOTATIONS AND OFFERS 27 1. Giving a Quotation for Poster Paper 28 2. Giving a Quotation for Medically Used Machines 28 3. Asking about a Requote 29 4. Giving a Price Cut 29 5. Recommending the Purchase 30 6. Offering a Discount for Regular Customers 30 7. Declining an Offer 30 8. Declining the Buyers Request 31 9. Making a Counter-Offer 31 10. Declining a Counter-Offer 32
Unit 4 PLACING ORDERS 38 1. A Purchase Order 39 2. Enclosing an Order Form 39 3. Placing an Order 40 4. Declining an Order 40 5. Acknowledgement of an Order 40 6. Confirming a Repeat Order 41 7. Confirming an Order 41 8. Offering an Alternative Product 42 9. Final Confirmation of an Order 42 10. Confirming Order Details 42 Unit 5 SALES LETTERS 49 1. Promote a New Product Range 50 2. Sales Recommendation Letter 50 3. After-sales Follow-up 50 4. Sustaining a Business Relationship 51 5. Strengthening Customer Relationships 51 6. Contacting Customers with Inactive Accounts 52 7. Follow-up after a Sales Demonstration 52 8. Follow-up on a Sales Exhibition 52 9. Letter to Win back a Lost Customer 53 10. A Sales Letter of Hotel Service 53 Unit 6 CREDIT AND PAYMENT 60 1. Inquiry about Credit Information 61 2. A Favorable Reply to the Above 61 3. An Unfavorable Reply to the Above 61 4. Request for a Line of Commer Credit 62 5. Request to Open an L/C 62 6. Request to Amend an L/C 62 7. Request to Extend an L/C 63 8. Reminding an Overdue Payment 63 9. Reply to a Reminder Letter 63 10. Request to Make an Overdue Payment 64
Unit 7 PACKING AND SHIPPING 70 1. Stating Marking Requirements 71 2. Modifying Marking Requirements 71 3. Inquiry about Flower Pot Packaging 72 4. Describing Export Carton Instructions 72 5. Requesting Earlier Shipment 72 6. Responding to a Shipment Request 73 7. Requesting Shipping Documents 73 8. Shipping Advice 74 9. Shipper Authorization 74 10. Describing a Container Service 75 Unit 8 COMPLAINTS AND CLAIMS 82 1. Complaining about a Faulty Products 83 2. Responding to the Complaint 83 3. Declining a Claim 84 4. Complaining about Poor Quality 84 5. Responding to a Claim on Poor Quality 85 6. Claim for Short Weight 85 7. Reply to the Claim on Short Weight 85 8. Complaining about Late Delivery 86 9. Responding to the Complaint about Late Delivery 86 10. Claim on Replacements for Damaged Products 86 Unit 9 CONTRACTS AND AGREEMENTS 93 1. On Sales Agreement 94 2. On Purchase Agreement 94 3. On Sales Representative Agreement 94 4. Amendments to the Sales Representative Agreement 95 5. On Consortium Agreement 95 6. On Service Agreement 96 7. Contract Renewal 96 8. On Terms of a Proposed Contract 97 9. Suggesting a Change in a Contract 97 10. Extension of a Contract 97
Unit 10 INVITATIONS AND INTRODUCTIONS 105 1. Invitation to Attend an Exhibition 106 2. Invitation to a Car Expo 106 3. Accepting an Invitation to an Event 106 4. Accepting an Invitation to a Meeting 107 5. Postponing an Invitation to a Factory Tour 107 6. Follow-up to an Invitation 107 7. Self-Introduction Business Letter 108 8. A Business Introduction Letter 108 9. Introducing a New Catalog 109 10. Introducing a New Product 109 Unit 11 THANK-YOU AND WELCOME 115 1. Thanks for Arrangements 116 2. Meeting Thank-you Note 116 3. Thanks for Payment 116 4. Referral Thank-you Note 117 5. Sales Thank-you Letter 117 6. Welcome Letter to a New Account 117 7 .Welcome Letter on the Website 118 8. Welcome Letter to an Expo 118 9. Welcome Letter to a Trade Show 118 10. Welcome Letter to a New Shareholder 119 Unit 12 ANNOUNCEMENTS AND NOTIFICATIONS 126 1. Announcing a Change of Policy 127 2. Announcing a Change of Business Address 127 3. Announcing a Holiday Closing 127 4. Announcing a Change of Email Address 128 5. Announcing a New Product 128 6. Announcing a Rate Increase 128 7. Notifying a Shipper of an Incorrect Order 129 8. Informing Customers of a Misprint 129 9. Announcing a New Website 129 10. Informing a Customer of an Incorrect Payment Amount 130 11. Announcing a Business Takeover 130
Unit 13 ACKNOWLEDGEMENTS AND CONFIRMATIONS 136 1. Acknowledging an Order 137 2. Acknowledging the Return of an Item 137 3. Acknowledging a Payment 137 4. Acknowledging a Job Application 138 5. Acknowledging a Compensation Request 138 6. Confirming an Oral Agreement 138 7. Confirming a Meeting 139 8. Confirming a Promotion 139 9. Confirming the Receipt of a Bid 139 10. Confirming a Travel Arrangement 140 Unit 14 OTHER BUSINESS CORRESPONDENCE 146 1. Leasing Terms 147 2. Rental and Cash Deposit 147 3. Invitation to Bid 148 4. Declining a Bid 148 5. Producing with Supplied Drawings 149 6. Requesting Open Cover Insurance 149 7. Clarifying Insurance Terms 150 8. Seeking Distributors 150 9. Buyers Request for Goods on Consignment 151 10. Sellers Acceptance of the Above 151 APPENDICES 158 A. International Trade Terms 158 B. Plain English 162 C. Positive Vocabulary for Business Writing 164 D. Common Marks of Punctuation 167 E. Abbreviations for Business Vocabulary 168 F. Main Ports 169 G. Currencies of the World 171 References 173
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