12. Good telephoning manners

In this age of the Internet, e-mail and electronic communication, the telephone continues to be one of the most important business tools. That’s why it is necessary to train staff in specific skills of telephone use: transferring a call, placing a call on hold, dealing with angry callers, answering correspondence by phone, using a caller’s name and taking messages correctly.

When the secretary hears the telephone ring she should answer it with the second or the third ring. She should greet the caller, say the name of the company or department and ask what she can do or how she can help.

Answering the call the secretary should speak slowly and clearly and try to sound polite and agreeable. It is recommended to smile during the conversation but not to try to be funny because the secretary should sound efficient.

During the conversation the secretary should not interrupt the caller and let them finish what they want to say. When the secretary is going to call another company she should have all the necessary documents before she dial the number.

Before discussing any important problems it will be useful to fax ahead so that the other person has time to prepare for the call another organization we should greet the person answering the call, say our name and the name of your company or department and state our question briefly and clearly. If during the conversation you discuss any important details (especially prices and numbers) it is recommended to send a follow-up fax or letter so that both the speakers have a written record of them.

In conclusion we can say that it is necessary for the secretary to follow these rules to create an efficient company image.

13. Receiving a visitor

B: Good morning, I’m Akira Mishima from Panasonic Corporation. I’ve got an appointment with Mr Field.

A: Good morning, I am Maria, Mr Field’s Personal Assistant. Mr Field has some urgent problem in the Production Department, at the moment, I’m afraid. Would you like to wait for a while?

B: All right. I am to discuss a very important matter.

A: Shall I take your coat?

B: Yes, please.

A: Will you take a seat? I’ll give you some newspapers and magazines.

B: Thank you.

A: Would you like a cup of coffee or tea?

B: Coffee, if I may.

A: Certainly. How do you take it – black or white?

B: Black, no sugar.

A: Here you are.

B: Thank you. That’s very kind of you?

B: Excise me, Maria, could you please help me?

A: Yes, certainly.

B: This is my first visit to Moscow, and I would like to by some Russian Souvenirs. Could you tell me where I can buy them?

A: Yes, of course. You can go to the Old Arbat. There you can find many shops with Russian Souvenirs.

B: Thank you very much.

14. Contract and its features

A contract is made to express the intentions of the partners and to guarantee the fulfillment of the obligations. By Law contracts are made by Russian foreign trade organizations in writing. Usually there are standard contracts, but they are not a must. There are some important items of any contract:

Subject of the Contract names the product for sale or purchase. It also indicates the unit of measure and quantity.

The quality of equipment is the same with the technical specification of the contract. The quality of raw materials and food stuffs is determined by standards or by sample.

The price may be firm, fixed or sliding. Firm prices aren’t changing during the period of the contract. Fixed price is the price which exists in the market on the day of delivery or for some period. Sliding prices are quoted for machinery and equipment with a long period of delivery.

Terms of Payment. The Buyer opens an irrevocable confirmed Letter of Credit with the bank for the full value of the contract. Payment from it is to be made against the Bill of Lading, Shipping specification, Insurance Policy. With a letter of credit the payment is guaranteed.

Transport and Delivery Terms fixes the dates and terms of delivery. Equipment is to be delivered on FOB, CIF, FAS, FOR/FOT, CAF and other terms.

Packing can be external and internal and it secures full safety of the goods from any kind of damage during transportation by sea, railway and combined transport.

Marking should be made with indelible paint. There are some kinds of marking such as "Top", "Do not turn over", "Handle with care" etc.

Then Insurance. All the goods must be insured for the full value. The goods are insured against damage by water, breakage or leakage.

Force Majeure is a force against which you cannot act. Every contract usually includes such force majeures as an earthquake, flood, fire, and such contingencies as war or embargo.

Then the contract includes rights and obligations of the parties. And, for example, if the Buyer has a complaint of poor quality, damage or breakage he can make quality claims on the Seller. And the Seller can also make penalties on the Buyer if there is a default in his payment.