- •Введение
- •Содержание
- •Topic 1 types of business letters. Layout of a business letter.
- •Layout of the letter.
- •Your reference (Your ref): db/kp
- •C:/Program Files/Microsoft Office/Шаблоны/Письма и факсы.
- •Direct mail advertising. Sales letters.
- •Model 1
- •Model 3
- •F) Dear Mr Goodwin
- •Оплата: Чек___________________
- •Topic 3 request letters
- •Enquiries
- •Enquiry
- •Task 6. Arrange the parts of the letter in the correct order and translate it into Russian.
- •Model 2
- •Model 1
- •Model 2
- •Model 1
- •Model 2
- •Topic 4 claims and adjustments.
- •Model 1
- •Model 4
- •Model 1
- •Model 2
- •Accepting claims (adjustments).
- •Model 1
- •Model 2
- •Job hunting
- •Henry James
- •Richard Snow
- •Jo Cowie
- •Interview
- •Учебная литература
Model 2
Уважаемые господа,
12 августа я заказал в Вашем издательстве 12 копий книги Х.Лоури «История музыки» по цене $ 1. 25 за штуку
Сегодня утром я получил посылку, но, открыв ее, обнаружил «Истоки музыки» того же автора. К сожалению, я не могу согласиться на подобную замену, так как у меня уже есть эта книга. Я возвращаю Вам вышеупомянутые книги и прошу заменить их на те, что были заказаны первоначально.
Не сомневаюсь, что Вы поторопитесь с выполнением заказа и возместите мои почтовые расходы.
С уважением,
Accepting claims (adjustments).
Task 5. Read the rules about letters of adjustments.
There are three reasons why a supplier should be glad to hear from customers who are dissatisfied:
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He naturally wants to know when customers have cause to complain. He would rather receive a complain than have customers abandon him and take their trade elsewhere.
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It gives him an opportunity to explain, to put things right and to reserve customers’ good will.
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It may suggest ways in which his product could be improved.
When adjusting a complain plan your letter as follows:
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Refer to the received complain, expressing your regret for troubles the customer had. At once state whether your accept this complain or reject it.
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Explain why the problem can have occurred.
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Suggest your ways-out, promise to do your best to put things right.
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Again apologize for the situation, show that you want to have fruitful business relation with the customer in future.
Observe the following rules:
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It is often said that the customer is always right. It is sound practice to assume that he may be right.
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If you cannot deal with a complaint promptly acknowledge it at once. Explain that you are looking into it and that you’ll send a full reply later.
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If the complaint is unreasonable, point it out politely and in an agreeable manner.
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If you are to blame, admit it readily, express your regret and promise to put the matter right.
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Never try to excuse yourself by blaming anybody of your staff.
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Whether you accept the complaint or reject it, thank the customer for telling you about it.
Task 6. Translate the sample of the letter of adjustment
Dear Sirs,
Your letter of 10th May complaining about the pens supplied to your order # 8562 has caused us a good deal of concern. We are nevertheless very glad that you brought the matter to our notice.
We ourselves have since tested a number of pens from the production batch you refer to and agree that they are not perfect. The defects have been traced to a fault in one of the machines and this has now been put right.
We are arranging to send you four hundred pens to replace the unsold balance of 377. Please return the latter to us, carriage forward. The extra 23 pens we are sending you without charge will enable you to provide free replacement of any further pens about which you may receive complaints.
Yours faithfully,
Task 7. Translate the following letters into Russian.