商务英语谈判unit 14 Claims and Settlement[精]
商务英语听说unit 14
As the sales director of China Import and Export Textile Company, I am responsible for responding to the product inquiry and making the initial price quotation. Recent years we have made a lot of deals with foreign companies. These companies have found that our products are popular in the market and the prices we quoted are reasonable. Therefore our business partners are increasing. In this case, we need to develop more favorable conditions. In our negotiation, discount is the buzzword. People talk about discount frequently. As our general guideline, we do not offer discount in our trade. However, in order to promote business, we offer discount to our business partners. In this way, we have gained much more trade opportunities.
Unit 14
Inquiry and Offer 询盘和报盘
Part I listening
商务谈判Task 14 抱怨、争议、索赔、理赔(一)
Task 14 Complains, Disputes, Claims and Settlement (I)Role 1. Suppose you are Miss. Tang. You are going to answer the phone from Mr. Peterson consulting about the claim lodged against your Corporation. Try to complete the following dialogue according to the contexts.(Telephone talking)Mr. Peterson: Hello, can I speak to Mr. Ma, please?Miss Tang: Sorry, he is not in.may I take a message?Mr. Peterson: Well, is that Miss Tang speaking? This is Peterson from London. Miss Tang: Oh, hi! Mr. Peterson. How is everything going?Mr. Peterson: Not so well. Miss Tang, I think you know what happened to the goods we order from you.Miss Tang: Yes, (we have received your fax filing complaint with us.)Mr. Peterson: But I would like you to find a way to solve the problem.Miss Tang: (Before we delivered the goods, we had a very careful inspection.We got the inspection certificate here. Nothing was wrong.) Mr. Peterson: But how can you explain that 20% are outdated?Miss Tang: (We are trying to find out what caused the problem.) Mr. Ma has gone to the factory for the investigation.Mr. Peterson: But you know we are in a very awkward position in London. Our customers need the goods for distribution during Christmas. Miss Tang: I hope you can take it easy. (If the problem was caused by us, we’llpay for your loss.)Mr. Peterson: I know your company very well, but you can imagine how bad we feel in London.Miss Tang: (You may take it from me that the last thing we want to do is to disappoint a customer),particularly an old customer like you. Mr. Peterson: When will we hear something from Mr. Ma?Miss Tang: （Oh, in just a day or two, I think.）Mr. Peterson: Ok. I’ll be in Guangzhou the day after tomorrow. I want to talk to him in person.Miss Tang: Good. We’ll be expecting you. I sincerely hope that (we will settle the matter to our mutual satisfaction.)Mr. Peterson: Me too. Well, see you then, Miss Tang.Miss Tang: Bye-bye.Role 2. Two days later, Mr. Peterson meets Mr. Ma and Miss Tang at Guangdong Native Produce Import and Export Corporation. Suppose you are Mr. Ma. Try to complete the following dialogue with some of the drills and expressions in part II and III. The Chinese in the brackets are for your reference only.Mr. Ma: (As the claim you lodged with us involves two points, I propose to take them up one by one.)Miss Tang: Which one shall we discuss first?Mr. Peterson:The matter of outdated canned mushroom. How is your investigation, Mr. Ma?Mr. Ma: Well, I went to the factory and found out that (the problem was caused by mislabeling. Some workers used the old labels for the newproducts.)Mr. Peterson: Do you mean the canned mushroom is not outdated, but the labels are?Miss Tang: That’s right.Mr. Peterson:But in London we can’t sell the mushroom with the “outdated labels”. The customs will fine us for importing outdated food. Mr. Ma: (We will send your company an official document for your explanation to the Customs.)Mr. Peterson: But who pays for our loss? You know we have to hire workers to relabel all those outdated tins …Mr. Ma: (Our company will pay all the extra expenses for relabeling plus 15% compensation fee.)Mr. Peterson: Ok. So long as the food is not outdated, the problem is less serious.Miss Tang: Thank you for your cooperation. We’ll send enough new labels for you to relabel those tins.Mr. Peterson: Good. And how about the leaking problem?Mr. Ma:(Have your people discovered what were the exact causes of theproblem? )Mr. Peterson:They were evidently broken through careless handling while being loaded into ship’s hold.Mr. Ma:(It was rather a singular case. We have never come across such a case, for large quantities of this product have been exported and thisseems to be the only case of having been damaged en route. ) Mr. Peterson: I’m sorry I have to say it was not en route. It was definitely damaged prior to loading.Miss Tang: Have you brought any inspection certificate with you?Mr. Peterson: Yes, I have brought along with me the certificate issued by the London Health Officer. Here, it speaks for itself. The leakage of juicewas brought about by damaged tins.Miss Tang: As Mr. Ma said just now, the whole business is most unfortunate.We have never come across such a case of damage duringloading.Mr. Peterson: You may think it a singular case, yet the fact remains. I have to remind you that our terms are CIF London port. I’m afraid wehave to file a claim on you.Mr. Ma: (Please be assured that provided you have evidence and the evidence is convincing, we’ll handle your claim appropriately according tointernational practice.)Mr. Peterson: You know, about 5% of the cans were leaking. So your companyshould pay us 5% as compensation fee.Miss Tang: Now that the certificate issued by your Health Department is available, I think everything will be in order.Mr. Ma: Well, Mr. Peterson，（as we have every reason to respect the findings of your Inspection Bureau and in view of our friendly businessrelation, we are prepared to meet your claim for the 5% ascompensation fee.）Mr. Peterson: Thanks ever so much for your cooperation. That settles the first problem. Now, shall we take up the second point or …Miss Tang:I suggest we take a break and have a cup of coffee before we proceed to the next point.Mr. Ma & Mr. Peterson: Great idea!Role 3. After solving the matter of outdated canned mushroom, Mr. Peterson raises the issue of mouldy dried mushrooms. Suppose you are Mr.Peterson. Try to complete the following dialogue with some of the drills and expressions in part II and III. The Chinese in the brackets are for your reference only.Mr. Peterson: （Shall we proceed to the next point?）Mr. Ma: All right. Go ahead.Miss Tang: You wish to take up the subject of the dried mushrooms don’t you? Mr. Peterson: That’s right. You see, they reached us two weeks ago. To ourastonishment, 10% of them were mouldy and there even smallbrownish bugs crawling in and out of the half-eatenmushrooms. （Closer inspection by the Health Officersshowed that the contents were considered unsalable and unfitfor human consumption.）Miss Tang: Is that so? So far we haven’t had any complaint of this kind. Our mushrooms have enjoyed a good reputation for their superiorquality for years.Mr. Ma: Have you any evidence?Mr. Peterson: （Here’s a survey report by a well-known notary lab in London, whose testimony is absolutely reliable.）Miss Tang: Though everything may be as you say, there are many factors involved.Mr. Ma: What’s more your surveyors have not mentioned any cause for the damage.Mr. Peterson: (The external conditions of goods at the time of survey are all sound and intact. So it is obvious the cause of the damage is thatthe goods were not completely dried before packing.)Mr. Ma: As you know, before shipment, the goods in question were inspected by the Guangzhou Commodities Inspection Bureau.Miss Tang: They concluded that the goods were well dehydrated (使脱去水分) from fresh and selected material and up to standard for export.Mr. Peterson: (The Inspection Bureau at your end, when effecting inspection, only selected few packages at random, but not all the lot.)Mr. Ma: As we’ve agreed upon beforehand, the inspection certificate, which is based on a random selection of 20% of the consignment, isconsidered final and binding to both parties.Miss Tang: You ordered the goods at FOB Huangpu price and on shipping quality, not on landing quality. So we think your claim should bereferred to the insurance company, as the loss occurred aftershipment.Mr. Ma: In my opinion, the accident may be attributable to the effects of dampness during the long voyage. You can approach the insurancecompany for settlement.Miss Tang: If you have covered this risk in your coverage.Mr. Peterson: To my regret, we fail to cover this risk. （This is an unfortunate oversight on our part and a lesson to us.）Miss Tang: Otherwise the insurance company would no doubt have entertained your case.Mr. Peterson: (Live and learn. It seems your proposal is reasonable. We’ll have to waive the claim.)Mr. Ma: It’s most unfortunate and we’ll do our best to remedy it.Mr. Peterson: (We appreciate your cooperation in settling this unfortunateaffair and we look forward to a further extension of pleasant business relations)。
国际商务函电(第二版)unit14 Complaints and Claims
Part III Key Sentence Patterns
1. We received the order No. 456 last week. 2. We have received our order No.0990 for digital cameras. 3. We require you refund the invoice amount and inspection fee of the goods amounting to RMB 3,000,000.00. 4. In support of our claim, we will send you a survey report issued by CIQ. 5. All the expenses will be for you account. 6. On opening the cases we noticed that we had received the wrong goods. 7. Please advise us when we can expect to receive our order.
In the international trade, complaints and claims often happens because of shortage of quantity, the delivery of wrong goods, the delivery of damaged or defective merchandise or delay of delivery and improper packing, etc. After receiving the complaints or claims, the seller will make immediate investigations and settle the problem as soon as possible. That is called the adjustment.
商务英语Complaint and settlement
Complaint and settlement常用术语、短语Common terms and phrases一、claim 索赔；赔偿；赔偿金compensate 赔偿，补偿claim* **penses 理赔费用to make/ register/ file/ lodge/ raise / bring up/ a (one\'s) claim 提出索赔to make a claim with (against) sb. 向某方提出索赔to make a claim for (on)sth. 就某事提出索赔claim settlement 理赔to settle a claim 理赔；解决索赔（问题）entertain a claim受理索赔admit/ accept a claim接受索赔dismiss/ reject a claim拒绝索赔to withdraw a claim 撤消（某项）索赔to waive a claim 放弃索赔（要求）claim on the goods 对某（批）货索赔claim on sb. 向某人（方）提出索赔claim for trade dispute 贸易纠纷（引起的）索赔claim for compensation 要求补偿to make an investigation 调查研究claim for short weight 由于短重而索赔claim for damage 由于损坏而索赔claim for loss and damage of cargo 货物损失索赔claim for inferior quality 由于质量低劣而索赔二、常用表达Common ExpressionsThis is a claim on quality.这是质量索赔。
This is a claim on short weight.这是短重索赔This is a claim on delayed shipment.这是延期装运索赔。
unit 14
What is the proper way to deal with a complaint or claim? Hints: Hints: First, to decide whether the complaint or claim is justified. justified. If so, the seller has to admit it readily, express the regret and promise to settle it rightly. rightly. If the seller cannot deal with the complaint or claim promptly, acknowledge it at once, explain that the matter will be investigated and a fully reply will be sent later. If the complaint or claim is later. not justified, point it out politely in an agreeable manner. manner.
Unit 14
Claims and Settlements
Upon receiving the goods delivered by the seller, the buyer will check the quality, quantity, packing and other aspects of the goods. If the buyer goods. finds anything that is not in conformity with the contract, he/she might complain and further file a claim against the seller. The seller seller. should settle the claim properly. properly.
商务英语谈判unit 14 Claims and Settlement
Unit 14 Claims and Settlement
Unit 14 Claims and Settlement
10. Please insure the electric fans at 120% of the invoice value.
11. The machines are to be unsure against all risks.
12. We only cover FPAttlement
6. We’d like to cover our ordered goods against WPA for 120% of the invoice value according to our usual practice.
7. Please hold us covered for the cargo listed on the attached sheet.
Unit 14 Claims and Settlement
Unit 14 Claims and Settlement
III. Useful Sentences
1. What kind of insurance can you suggest for these goods? We don’t want to take the risk of losing money because of under insurance.
6. Although the case may be as what you indicated, yet it is attributed to many factors. Furthermore, your inspectors didn’t mention any reasons for the damage. 虽然事情可能像你所说的那样，但它是由多种因素所引起的。 况且，你方检验人员并没有提及造成损坏的任何原因。
商务英语谈判实训全套参考答案
商务英语谈判实训(参考答案)主编刘玉玲1ContentsUnit 1 Company and Products……………………………… Unit 2 Enquiry and Offer……………………………………… Unit 3 Price Haggling………………………………………… Unit 4 Quality and Quantity………………………………….. Unit 5 Packing and Labeling…………………………………. Unit 6 Delivery and Shipment……………………………….. Unit 7 Terms of Payment……………………………………. Unit 8 Insurance……………………………………………… Unit 9 Conclusion……………………………………………. Unit 10 Claims and Settlement……………………………….. Appendix: Trade Terms and Expressions…………………….2Unit 1 Company and ProductsV. Practice1. Pair work(open)1. Tom Smith, a businessman from ABC Company Ltd., Finland is interested in Home Appliance handled by Guangdong Hualong Trade Co. Ltd. Li Ming Introduces the business activities and the history of his company to him.2. Supposing you are showing Mr. Smith around your sample room, heis interested in the products on display, asking you to give him a general idea of your company and the products. 3. Mr. White, a Canadian businessman specializing in textile, comes to trade with Tianjin Carpets Import & Export Company Ltd. Mr. Liu, the sales manager, is having a general discussion with him regarding the line of business of his company.4. You are attending the 2008 Autumn Guangzhou Fair on behalf of Guangdong Textiles Import & Export Corporation. At the fair, you meet Mr. Burns, a businessman from American Overseas Trading Company. It is the first time for him to attend the fair, everything is new to him. Both of you have a talk for the purpose of establishing business relations .So you take this opportunity to introduce your company and the products you deal in.2. Situations (open)Situation 1You are the sales managers of the Tianjin Home Textiles Corporation. Your products include towels, bedclothes and curtains. You are nowhaving a talk with an American businessperson concerning your companyand the line of business, trying to persuade him to buy your products Situation 2Mr. Anderson, an American businessman, is visiting an exhibition. He is rather interested in a new product, a pair of so-called “air cushioned” shoes, which are manufactured by a small business. Mr. Zhang,an exhibitor from the company, is trying his best to provide Mr. Anderson with detailed information on both his new product and his company.Situation 33You are a novice at the import and export business. This is yourfirst visit to China. You are not sure whether you can close a deal or not. The goods you want to purchase are bedclothes. After going over the catalogues, you find some items very attractive. So you ask a lot of questions. Situation 4Mr. Wang from Guangzhou YUEHUA Import & Export Corporation is having a business talk with Mrs. Jenkins from Australia Johnson & Son Trading Corporation. It is the first time they meet each other. Mrs. Jenkins would like to have more information about YUEHUA Corporation and the products they deal in. Compose dialogues regarding company and products.3. Sentence Translations1. This model of typewriter is efficient and endurable, economical and practical for middle school students.这款打字机功效高、耐用，对中学生来说经济实用。
Unit 14听力材料
Unit 14a Business Negotiation商业洽谈2.1Listen to an extract from a negotiation.KN=Kate Nelligan from Sophmore Electronics(SE),PB = Pete Boardman from Northern Component(NC)KN: Yes. Shall we turn now to the actual terms?PB: Certainly. Well, we've already discussed price in some detail. I suppose you'd be interested in delivery?KN: Yes, we would. It's critical to meeting our deadlines, as you can imagine.PB: Sure. What sort of delivery periods did you have in mind?KN: Well, you've seen the order quantities, what do you think you could manage?PB: Well, on the AX2000 components, we could certainly...KN: No, I didn't mean on the individual orders. What about the whole consignment, on a monthly basis?PB: Well, I reckon... we could manage 15 days from confirmed order. But as I say, I'd have to get back to you to confirm that.KN: That's at your quoted price?PB: Um... well, actually we quoted for those batch by batch. We hadn't realized you'd be thinking of ordering the whole lot.KN: I see, So I suppose we'd be looking at a reduction for bulk orders.PB: Look, I'm sorry, Miss Nelligan. To be perfectly frank, you've caught me on the hop here.Would you mind waiting while I speak to Geoff on the phone?KN: No，of course not ... Did you get through OK?PB: Yes, I did. I apologize for keeping you waiting. Anyway, we can now talk more concretely about delivery terms.KN: Good.PB: We can deliver the whole consignment in 15 days at the prices already quoted. This would mean dispatch from our premises...KN: I'm surprised you're not prepared to offer some sort of bulk discount considering the size of the order.PB: Well, I'm sure you understand that meeting this sort of order will mean quite a lot of overtime.It would be very difficult to come down on the price.KN: But we are offering you a large amount of regular business.PB: That's true. Would you be willing to sign an annual contract on the basis we discussed?KN: Um, possibly, subject to quality and delivery guarantees.PB: Of course. Well, in that case we could offer a 5% discount for a confirmed monthly order for the next 12 months.KN: I was hoping for something a bit more substantial.PB: I'm afraid that's as far as we could go. We've already stretched ourselves to the limit.KN: Right, Mr Boardman. May I suggest we sign a 6-months' contract at a 5% discount on your quoted prices and then we'll meet again to see if we can reduce the prices further.PB: You're a tough negotiator. OK. Let's shake on that and draw up the details of the first contract...2.2You will hear part of a telephone negotiation about a sale of yogurt between a salesperson anda buyer. Note down your answers to these questions:Listen to a telephone negotiation between a salesperson and a buyer.I=Irena; J=JanI: Let us talk about the yogurt deliveries for Central European market and the North European market.J: Yes, sure.I: Is that OK?J: Yeah, you know for the North European market I can deliver the yogurt fairly quickly.I: The North European area is not going to be a problem. I have approval. But I need to know about the Central European area.J: Yes.I: I am sure we can do a good job.J: Yeah, but you will have to give me some idea about amount or quantities, because that way it is easier to get it through our organization, you know. They need time sometimes, but if they know something about quantity, they'll be more interested.I: Well, I can't say exactly. They depend on price and quality.J: Oh, yes of course.I: If you like, I'll send you a fax and I shall be very open.J: ER...yes.I: I can put in writing to you in quantity terms, that we can take two thousand depending on the price and quality. If your quality is not good and your prices are not competitive, then that'll be the end of our business.J: Sure, of course. I understand. But if the quantity is interesting, I am sure our organization...I: In that case.J: Mrs Eichelberger... I'm sure we can be flexible, because we need, want, figures or quantities.I: I, that is, we are not talking less than one thousand tons...J: Good.I: I am ready to say even a minimum of one thousand tons.J: Yes, good.I: But what if the matter is pushed through quickly? Will everything be OK?J: Yes, of course.I: Perhaps things will move too fast for you and then maybe we'll find that the prices you are quoting us are much too high and the quality is not good and then...J: And then you will have to tell us.I: Yes, then maybe we will stop the order, I tell you, because of that.J: Yes, I see.I: And so can't you let us have one thousand tons now?J: That might not be easy, because ...I: You don't want to do it, that's all.J: It depends, you see.I: OK, then we'll give you time to decide. How long do you need?Unit 14b An International Deal 跨国交易2．ListeningListen to the recording. First decide which order the following points are mentioned in. Then decide which points Marianne (M) raises and which Fritz(F)raises. The first one is done for you as an example in each case.Listen to a conversationF=Fritz; M=MarianneF: Well, I can say, Marianne, I can let you have orders for at least... um...a hundred fifty tons depending on the price and quality, like I said last time. I told you, as we mentioned at the last meeting, if your quality is no good and your prices are not competitive, that's the end of our deal.M: But, of course, Fritz, I understand naturally. Now if we know how much you are putting in an order for, I mean what are you saying , what sort of quantity are we talking about?F: I can safely say my clients ... er... that is one large client needs by next month, at first, eighty toa thousand tons of lavender.M: That's all right. We are flexible and we can do that.F: In that case, Marianne...M: And if the quantity is interesting, I am sure that we can do business. But I must stress, we do require firm figures or quantities, I mean especially if you want a discount, Fritz.F: Well, I am not talking less than one hundred tons.M: That's good. We'll give you a good price on that.F: If we order immediately two hundred in total, then can I expect a discount?M: If the order is made, yes, that's not going to be a problem.F: One more thing, the condition of the product must be perfect, A1 quality. Otherwise we can't do business.M: Of course, naturally, but you know, we only deliver perfect A1 condition. We do have a good reputation, you know.F: But, if we find that the prices you are quoting us are much too high and the quality is not good, Marianne, then we...M: Then, then you must tell us, Fritz.F: But we are trusting your organization.M: I think you will see our lavender is guaranteed A1.F: If there's a guarantee, then we are prepared to take two hundred tons.M: OK. That's good, Fritz, we can give you a 5% discount, then on the total.F: But last time we received 7%. Why so little now, Marianne?M: Ah, well, I'm sorry. But that was on a larger quantity, you see, and this is just two hundred tons. F: Look, I'll sign for two hundred and fifty tons and you give me a 6% discount, what do you say, Marianne?M: OK. Agreed, we'll do that, Fritz.。
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5. If the goods were of good quality, they wouldn’t have deteriorated in such a short period of time. 如果货物品质优良，就不会在这么短的时间内变质。
2. The goods you sent us are not up to the standard and unfit for consumption. 你方发运的货物不符合标准，不能食用。
Unit 14 Claims and Settlement
3. We shall register our claim with you for all losses. 我们对所有的损失都将向你方提出索赔。
Unit 14 Claims and Settlement
II. Words and Expressions
complain claim file a claim again sb. settle a claim pay compensation inspection certificate
Unit 14 Claims and Settlement
6. Although the case may be as what you indicated, yet it is attributed to many factors. Furthermore, your inspectors didn’t mention any reasons for the damage. 虽然事情可能像你所说的那样，但它是由多种因素所引起的。 况且，你方检验人员并没有提及造成损坏的任何原因。
Unit 14 Claims and Settlement
3. If we insure against free particular average, can you compensate us for all the losses if the ship sinks or bums, or get stuck?
Unit 14 Claims and Settlement
14. Our goods are very valuable, so I want insure against all risks.
15. We’d like to get a policy for total loss only for these goods.
2. I have a batch of glassware to be shipped in the fourth quarter, but I don’t know what risks should be covered. I would like to know some details and your advice of course will be highly appreciated.
Unit 14 Claims and Settlement
Unit 14 Claims and Settlement
I. Warm Up
Work in pairs with the following situation
A US buyer has ordered 1000 cases of china vases from a firm in Jiangxi. When the products arrive at New York, 10 cases were found broken. The US buyer lodges a clse representative talks with the buyer over the case.
III. Useful Sentences
1. What kind of insurance can you suggest for these goods? We don’t want to take the risk of losing money because of under insurance.
Unit 14 Claims and Settlement
IV. Keys to Exercises
1. Translate the following sentences into Chinese
1.We have lodged a claim on the goods against the insurance company for USD2,300 for short weight. 我们已就这批货向保险公司提出短重索赔，金额为2 300美元。
投诉 索赔 向某人提出索赔 理赔 付赔偿金 检验证明书
Administration of Entry-Exit Inspection and Quarantine 进出口商品检验检疫局
survey report notice of claim
检验报告 索赔通知
Unit 14 Claims and Settlement
4. Does your company cover all kinds of risks for transportation by sea, land and air?
5. We have insured the shipment for 130% of the invoice value, but the pre Please insure for us these products at invoice value plus 10% (at 110% of the invoice value).