MOCK TEST NO.

Exam 1
Read this letter of complaint, and fill in the blanks
C.R. Mendez S.A.
A vda. del Ejercito 83 E-480 15 Bilbao
The Sales Manager Seymore Furniture Ltd. Tib Street Maidenhead
Berks SL6 60S 16 October 20-

Dear Mr Harrison

I am writing to (1) complain about a shipment of tubular steel garden furniture we received yesterday
against (2) order No. G3190/1. The crates were (3) damaged on the outside, and looked as if they
had been roughly (4)handled. When we unpacked them, we found that some of the chair legs were
bent and rusty, and the fabric on the seating torn, or showing (5)signs of wear.

Two further crates from the (6) consignment have not arrived yet, so we have not had the opportunity
of inspecting (7) them. I have told the shipping company that we cannot accept this consignment
from you, and they have contacted your (8)insurers.

As we will be unable to retail this consignment in our stores (9), we are returning the shipment to you
(9) carriage forward, and we shall expect a full (10) refund.

Yours sincerely,

Read the letter again and write a reply from Mr Harrison to Mr Mendez.
Thank him for his letter, and apologize for the damage.
● Explain that the goods were not old stock, but the damage appears to have happened while
the goods were being transported.
● Assure him that you will deal with the transport company.
● Say that you will accept the carriage of the goods forward and that you will send the refund by
banker's draft as soon as you receive them.
● Close the letter in an appropriate manner.

Exam 2
Read this letter of complaint, and fill in the blanks
Dear Mr Toda,
AWB 4156/82

We are writing to point out that (1) mentioned-above delivery, which arrived yesterday, was (2) one
week late. This is (3) already the second time we have had to write to you on this (4)issue, and we
cannot allow (5) this situation to continue.

We have already (6) stressed that it is essential for (7) the medical equipment to arrive on (8)required
due date as (9) the late delivery could create (9)_____ very serious problems.

Unless we have (10)received absolute assurance that you can (11)_________ guarantee (12)on the
promptness of all future deliveries, we will have to look for another (13) supplier. We will want your
(14)confirmation before we place our next order.

Yours sincerely
Carlo Lotti
Head of Administration
Read the letter again and write a reply from Mr Hirio Toda, the Sales Manager of the above
company to Mr Lotti, politely explaining that the orders were sent to your factory address) not your
administrative address, as above, and explain what that means in terms of delay. However, sympathize
with Mr Lotti and suggest a solution to the problem.

Exam 3:
Read this letter of complaint, and fill in the blanks
Dear Sirs,

We refer to our order no. 848 for 500 dozen silk blouses.

The goods were (1) carried per SS Blue Seas. On examination, the cartons were found to be in a (2)
damaged condition. Consequently, we feel that we must make a claim (3) to you.

Of the 100 cartons, 40 had (4) been open due to poor packing. The rest were in a damaged (5)
condition.

We have now (6)repacked the (7) damaged consignment in new cartons for delivery to our customers.
The (8) costs involved amounted to GB£I 15. In view of the tight (9)_______ margin on this
consignment, we must (10) ask that you compensate us for the (11) damage.

You will be aware that customers are likely to get a (11) negative (12) feedback of the quality of goods
that are (13)carelessly packed. We suggest that, in future, you make sure that the goods are (14)
carefully packed.

We look forward to hearing from you.

Yours faithfully,
Nigel Jones
Head Buyer

Letter Writing
Anh/Chị đang làm việc cho công ty ABC đặt mua 100 máy nước nóng hiệu Heaterman 1912 BD, theo
đơn hàng số 123, do con tàu Blue Star chuyên chở, cập cảng Sài Gòn ngày hôm qua trong điều kiện
thiếu 7 kiện hàng, mỗi kiện gồm 2 chiếc, tổng cộng là 14 chiếc. Nhưng trong 86 chiếc nhận được, có
10 chiếc là loại máy nước nóng 1912 BH chứ không phải là 1912 BD như đặt mua. Anh/Chị hãy viết thư
khiếu nại và đưa ra các giải pháp để xử lí lô hàng trên, văn phong phù hợp.

Dear Sirs,

We are writing to complain about the consignment of 100 units of Water heaters MD Heaterman 1912
BD under our order No. 123, carried by MV. Blue Star, arrived at Saigon port yesterday in short
condition.

Upon the arrival of the goods at the port, SGS surveyors were invited to inspect the consignment, and
their Survey Report No. 311/SG showed that the consignment contained 86 units of Water heaters MD
Heaterman 1912 BD instead of 100 units as ordered, making a shortage of 7 cases, 2 units each case,
totalling 14 units.

Moreover, out of the 86 units received, 10 units were the Heaterman 1912 BH, which were not ordered.
As we are in urgent need of the goods to complete delivery to our local customers, we must ask you to
deliver the replacement for 14 units of the undelivered goods, and 10 units of wrongly delivered goods,
totalling 24 units at your costs as soon as possible, but no later than…

We are pleased to enclose B/L, Packing List, Invoice, ROROC, CSC, and Survey Report No. 311/SG as
evidence of our complaint, for your reference.

We are very afraid to tell you that we will be forced to look for another supplier at your disposal if the
goods cannot reach us within 45 days from the date of this letter.

We hope to hear from you soon.

Yours faithfully,

Enc. B/L, Packing List, Invoice, ROROC, CSC, Survey Report No. 215/VCL.

Exam 4:
1. Read this letter of complaint, and fill in the blanks
H L Hypermarche,
54 Route de Paris
Lyon
France
Telephone 37876
Fax 46783
Telex 54637 HYLEG
17 September 1995
Sino Products Corporation
44 Peace Avenue Shanghai
China

Dear Sirs,

We refer to our order no. 252.

We have (1)received delivery of the goods which (2)arrived on SS Granta at Marseilles. Thank you for
the (3)prompt delivery of the order. The goods are correct and in good (4)condition except for one
crate, numbered 46.

When we opened crate 46, we found that it (5)was porcelain which we had not (6)ordered. We
(6)think that a mistake has been made in (7)executing the order. Crate 46 should have contained
cutlery.

As we need the articles we ordered to (7)complete our range of cutlery, please make (8)sure to
dispatch the (9)mentioned items at once.

We (10)enclose a list of what should have been in crate 46. Please (11)compare this with our order and
your copy of the (12)invoice.

In the meantime, we are (13)preserving case 46 at your (14)cost. Please telex us to let us know (15)what
to do with it.

Yours faithfully, Michel Lebrun Manager

Dear Mr Bean

Thank you for your letter of 11 November in which you (1) make a claim for short delivery of 9,000 kg of
white cement.

We wish to express our deep (2) regret at this incident. We have checked (3) carefully our warehouse
and discovered that part of your consignment was not (4) wrapped in 5-ply paper bags as (5)
specified/stated in the contract. This was due to the negligence of our warehouse staff.

We are most concerned to maintain our long-lasting (6) trading relationship. We, therefore, (7) send a
cheque for GB£230 (8)in full and final settlement of your (9) claim.

We trust that this unfortunate error will not adversely (10) affect our future relations.

Yours sincerely,
M Costantinides
Managing Director

Enc.

Letter Writing
Make a claim for short weight so that the above letter is a reply, using the following prompts:
● Begin with ‘Dear Sirs’
● Refer to contract No. 546 covering the purchase of 200 metric tons of white cement.
● You did telex on 7 November to inform about the consignment arrival on 20 October.
● When you inspected the consignment, you found 180 bags had burst and the contents,
estimated at 9,000 kg, had been irretrievably lost.
● You had a survey carried out.
● The report shows that the loss was due to the substandard bags.
● As a result of the report, you lodge the claim:
Short delivered quantity GB£180
Survey charges GB£50
Total claimed GB£230

Dear Sirs,

We would like to make a claim about the consignment of 200 metric tons of white cement under our
contract No. 546, which arrived on 20 October 2021, in short-weight condition. We had already done a
telex on November 7th to inform you about the consignment’s arrival on October 20th.

Upon the arrival of the goods at the port, we invited SGS surveyors to inspect the consignment, and
their Survey Report No. 210/SG showed that 180 bags of white cement had burst and the contents,
which was estimated at 9,000 kg, had been irretrievably lost. The report points out that the cause of
the loss was due to substandard bags.

In order to maintain our long-lasting business relationship, we must ask you to compensate for the
short delivered quantity of GB£180, and pay for the survey charges of GB£50, totalling GB£230.
We are pleased to enclose B/L, Packing List, Invoice, CSC, and Survey Report No. 210/SG as evidence of
our claim, for your reference.

We thank you for your business relations with our company and would appreciate it if you would look
into the matter and pay us the expense mentioned above as soon as possible but no later than 15
November 2021.

We will be forced to consider changing to another supplier if similar mistakes were repeated in the
future.

We look forward to hearing from you.

Yours faithfully,
(signed)

Enc. B/L, Packing List, Invoice, CSC, Survey Report No. 210/SG.