BỘ CÔNG THƯƠNG
TRƯỜNG CAO ĐẲNG KINH TẾ ĐỐI NGOẠI
CỘNG HÒA XÃCHỦ NGHĨA VIỆT NAM
Độc lập – Tự do – Hạnh phúc
ĐỀ CƯƠNG ÔN THI TỐT NGHIỆP
PHẦN KIẾN THỨC CHUYÊN MÔN
(Dùng cho bậc Cao đẳng hệ chính qui
Chuyên ngành Tiếng Anh thương mại khóa 14
KỸ NĂNG VIẾT THƯ TÍN THƯƠNG MẠI)
BUSINESS CORRESPONDENCE
1. LANGUAGE STYLES OF BUSINESS LETTERS
1.1
Formality (courtesy)
1.2
Accuracy
1.3
Brevity (conciseness)
1.4
Consistency
2. ESSENTIAL PARTS OF A BUSINESS LETTER
2.1
Essential parts of business letters
2.1.1 Letterhead (letter heading, sender’s address)
2. 1.2 Date
2. 1.3 Inside address / addressee/ recipient
2. 1.4 Greeting
2. 1.5 Body
2. 1.6 Complimentary closure
2. 1.7 Signature
2.2 Letter layouts
2.2.1 Full-blocked layout
2.2.2 Blocked layout
2.2.3 Indented layout
Besides, pursuant to the particular natures and details there might be other parts
to a letter (e.g. references/ subject line/ confidential / attention / enclosure)
3. LETTERS OF ENQUIRIES AND REPLIES
3.1 ENQUIRIES
3.1.1 To new customers
3.1.2 To regular customers
3.1.3 Asking for details, samples, pattern cards, demonstrations
3.1.4 Suggesting terms, methods of payment, discounts
3.1.5 Closing
3.2 REPLIES TO ENQUIRIES
3.2.1 Confirming whether or not you can help.
3.2.2 ‘Selling’ your product.
3.2.3 Suggesting alternatives
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3.2.4 Referring the customer elsewhere
3.2.5 Sending catalogues, price-lists, prospectuses, samples
3.2.6 Demonstrations, representatives, showroom visits
3.2.7 Quotations and quotations in tabulated forms
4. OFFERS
4.1 Firm offers
4.2 Free offers
4.3 Offers on printed form
5. ORDERS AND THEIR FULFILMENTS
5.1. ORDERING BY LETTERS
5.1.1 Opening
- Acknowledge receipt of offer / express thanks
- Express pleasure in ordering
5.1.2. Body
- Commodity
- Quality / specifications
- Quantity
- Price ( discount, unit price and total value, charges)
- Payment (documents)
- Delivery
- Packing
- Warranty (machinery)
5.1.3. Closing
- Express hope that the customer agrees to terms and conditions
- Express hope that order will be executed duly and up to expectations.
- Future business
5.2 ORDERING BY ORDER FORMS WITH COVERING LETTERS
5.2 1 Covering letter
Opening - Acknowledge receipt of offer / express thanks
- Express pleasure in ordering
Body - Confirm the terms and conditions previously agreed upon (payment,
discount, delivery date, packing …)
Closin - Express hope that the customer agrees to terms and conditions
- Express hope that order will be executed duly and up to expectations.
- Future business
5.2 2 Order form
- Tabulated if there are many items
- No salutation, complimentary close
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5.3 ORDER ACKNOWLEDGEMENT / SALES CONFIRMATION
5.3 1. Opening:
5.3 2. Body
- Buyer’s name and address
- Seller’s name and address
- Commodity
- Quantity
- Quality
- Unit price
- Total value
- Packing and marking
- Delivery
- Payment
- The date of confirmation
- Buyer and Seller’s signatures
5.3 3 Closing:
- Offer guarantee / assurance as to the order will be executed promptly and
carefully
- Hope for future business
N. B:
- Include some favourable comments
- Draw attention to other goods / services
5.4 ADVICE OF DISPATCH / ADVICE NOTES
5.4 .1 Positive opening
- What has been sent
- When it is/was sent
- How it was packed (number, weight , measurement of boxes, packages ,
bags …)
- Name / Nationality of conveyance
- ETD and ETA.
5.4.2 Positive ending
5.5 DELAY IN DELIVERY
-
Apologize for the delay.
Explain the reason.
Hope that the customers are not being unduly inconvenienced.
State when delivery can be expected, if it is possible
5.6. ACKNOWLEDGEMENT OF SAFE ARRIVAL
- Say that the goods have arrived
- Offer thanks
- Promise future business
6. COMPLAINTS AND CLAIMS
6.1 LANGUAGE STYLES
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Formality
Courtesy, but consistence and firmness (avoid attacking your correspondent
directly; do not use irritating words or expressions or sneering tone)
Do not necessarily say ‘sorry’
Do not assume that your business partner is at fault.
Do not try to explain how the mess-up came about.
Suggest solutions
6.2 COMPLAINTS AND CLAIMS
6.2.1 General statement of damage
6.2.2 Details of damage (usually with a survey report)
6.2.3 Explaining the problem
6.2.4 Suggesting solutions
6.2.5 Common settlements
- Rejection of goods supplied
- Reduction in prices
- Repairs of the goods
- Disposal of the goods
6.3 FAVOURABLE RESPONSES TO COMPLAINTS AND CLAIMS
6.3.1 Acknowledgement and thanks
6.3.2 Saying that you are investigating the case
6.3.3 Explaining the mistakes
6.4 Examples of letters of complaints and claims
6.4.1 Complaint of wrong delivery and reply
6.4.2 Complaint of damage and reply
6.4.3 Complaint of bad workmanship and reply
6.4.4 Complaint of non-delivery and reply
TP. Hồ Chí Minh ngày 18 tháng 05 năm 2013
TRƯỞNG BMNN
ThS. Hồ Thị Phùng Duyên
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