EGN 102

HCM
 CONTENTS I

CONTENTS
CONTENTS ................................................................................................................................... I
PREFACE III
UNIT 1. THE FORM OF A BUSINESS LETTER .............................................................. 1
Part 1. Sample letters ............................................................................................................. 1
Part 2. Elements of a business letter...................................................................................... 3
Part 3. Practices ..................................................................................................................... 7
UNIT 2. CONTENT and STYLE .......................................................................................... 9
Part 1. Business writing style ................................................................................................ 9
Part 2. Helpful Expressions ................................................................................................. 18
Part 3. Practices ................................................................................................................... 20
UNIT 3. ENQUIRIES and REPLIES .................................................................................. 25
Part 1. Sample letters ........................................................................................................... 26
Part 2. Vocabulary ............................................................................................................... 31
Part 3. Helpful expressions.................................................................................................. 32
Part 4. Practices ................................................................................................................... 33
UNIT 4. QUOTATIONS....................................................................................................... 40
Part 1. Sample letters ........................................................................................................... 41
Part 2. Vocabulary ............................................................................................................... 46
Part 3. Helpful expressions.................................................................................................. 47
Part 4. Practices ................................................................................................................... 48
UNIT 5. OFFERS ................................................................................................................ 555
Part 1. Sample letters ......................................................................................................... 566
Part 2. Vocabulary ............................................................................................................... 62
Part 3. Helpful expressions................................................................................................ 633
Part 4. Practices ................................................................................................................... 65
UNIT 6. ORDERS ................................................................................................................. 71
Part 1. Sample letters ........................................................................................................... 74
Part 2. Vocabulary ............................................................................................................... 79
Part 3. Helpful expressions................................................................................................ 800
Part 4. Practices ................................................................................................................. 811
UNIT 7. PAYMENT............................................................................................................ 889
Part 1. Sample letters ......................................................................................................... 889
Part 2. Vocabulary ........................................................................................................... 1055
Part 3. Helpful expressions.............................................................................................. 1066
Part 4. Practices ............................................................................................................... 1111
UNIT 8. COMPLAINTS and CLAIMS ........................................................................ 11818
Part 1. Sample letters ..................................................................................................... 11919
Part 2. Vocabulary ......................................................................................................... 12727
Part 3. Helpful expressions............................................................................................ 12728
Part 4. Practices ............................................................................................................. 12929
 II CONTENTS

UNIT 9. TRANSPORTATION .......................................................................................13838

Part 1. Sample letters ......................................................................................................... 138
Part 2. Vocabulary ............................................................................................................. 146
Part 3. Helpful expressions................................................................................................ 147
Part 4. Practices ................................................................................................................. 149
REFERENCES.......................................................................................................................... 158
 CONTENTS III
PREFACE
It is acknowledged that English is a major language of commercial communication. Business
English is the name given to the English used for dealing with communication in business
community.

This textbook contains a wealth of practical information for non-native English speaking
learners, specifically Vietnamese undergraduates and any businessperson who aims to
produce effective business documents within the working environment of the 21st century.
Our central philosophy is this: writing business English effectively for international trade is
about creating clear, concise messages and avoiding verbosity. Therefore, this textbook will
offer valuable and helpful rules in writing business letters in English and some most
commonly used models of correspondence, such as quotations, orders, offers and so on. In
addition, learners can take every advantage of useful grammar, vocabulary exercises and
translation practice from English to Vietnamese and vice versa as well.

This textbook is written not only to make writing business English easier for Vietnamese
undergraduates, but also to help them achieve success through quality writing. By the time
they have completed this textbook, hopefully they will be more professional in handling
business correspondence in foreign trade transactions.
 UNIT 1. THE FORM OF A BUSINESS LETTER 1

UNIT 1. THE FORM OF A BUSINESS LETTER

Learning objectives
By the end of this unit, students will be able to:
- identify the form of formal and less formal business letters.
- understand and identify the elements of business letters.
- use different English terms and phrases in writing business letters.

Part 1. Sample letters

1. Formal letter

1 RELIANCE HOLDING FINANCE GROUP

88 Martin Lane London EC2V 6BH United Kingdom
Telephone and Fax: 01-588 3782

2 TOCONTAP SAIGON 3 Your ref: LE/Inq.123

125 Nguyen Hue Street Our ref: SC/RP
District 1
Hochiminh City
Vietnam 4 14 November, 20--
5 Attention: Mr. Nguyen Hong, Director
6 Dear Sirs / Madams
7 Re: Up-to-date list of addresses
8 We thank you very much for your letter of 11 November 20--, asking for
an up-to-date list of addresses of our branches.
We are pleased to enclose this brochure, showing the location of all our
branches and agencies at home and abroad.
We look forward to receiving your early reply.
9 Yours faithfully
10 (For RELIANCE HOLDINGS)
11 (Signed)
12 S.S. Carson (Mr.)
13 Sales Manager
14 Encl.
+01 copy of brochure
 2 UNIT 1. THE FORM OF A BUSINESS LETTER

2. Less formal letter

Dear Mr. King

Thank you for your letter of 15 December enquiring about our Rubber.

I am pleased to enclose our latest brochures and price list. Please note that the prices are
CIF Saigon Port.
I hope that you will find our prices reasonable and our terms most generous.
As we have received a large number of enquiries from all over Europe in response to our
advertisement, I would advise you to place an immediate order due to limited supply.

I am looking forward to hearing from you.

Yours sincerely

(Signed)
Nguyen Sang
Sales Manager
Enc. Brochures & price list
 UNIT 1. THE FORM OF A BUSINESS LETTER 3

Part 2. Elements of a business letter

1. Letter head
Included name, address, telephone number of the sender, and may contain a description of
the business, trade-mark, telegraphic /cable address, telex, etc.

E.g.:
--------------------------
FOOTSTEP PRODUCTIONS LTD
8 Driscoll House 19 Southampton Street London WC2E 7QG United Kingdom
Telephone: 071-836-990
--------------------------
Or:
--------------------------
The Vietnam National Machinery Export and Import Corporation
Head office: 8 Trang Thi Street, Hanoi, Vietnam
Cable address: MACHINOHANOI
Tel & Fax: 84-4-852265
--------------------------

2. Inside Address

address (street, district, area, city/province, country).

E.g.:
-----------------------------------
Mr. James Leighton
General Manager
Leighton Engineering Co Ltd
12 Bracken Hill
MANCHESTER M60 8AS, The United Kingdom
--------------------------------------
 4 UNIT 1. THE FORM OF A BUSINESS LETTER

3. References

The first initial is of the writer (usually in upper case) and the second is of the typist. A file or
department reference may also be included.
E.g.:
--------------------------
Your Ref: JS/ mk
Our Ref: GBD/526 --------------------------

4. Date
Abbreviation may be used for Jan. Feb. Aug. ................... but do not write the month in
figures.
--------------------------------------------------
E.g.: 14 January, 2000; or September 2, 20--
--------------------------------------------------
Note: r --

5. Attention line
ay be used if you wish to address the letter to a particular member of the
company. This should be placed one clear line space above or below the inside address, as
preferred.
E.g.:
-----------------------------------------------------------------
For the attention of Mr. John Tyler, Sales Manager
Garden Supplies Ltd
24 Audrecia Street
Rotterdam
R45 9JT
Great Britain
6. Salutation
Dear Sir opens a letter written to a man whose name you do not know.
Dear Sirs is used to address a company. (In American English a letter to a company usually
opens with Gentlemen.)
 UNIT 1. THE FORM OF A BUSINESS LETTER 5
Dear Madam is used to address a woman, whether single or married, whose name you do not
know.
Dear Sir or Madam (or Dear Sir / Madam) is used to address a person when you do not
know their name or sex. Notice that Ms Kaasen in the letter on page 9 uses this form, i.e. she
does not assume that the sales manager of Compuvision Ltd is a man.
When you know the name of the person you are writing to, but do not know them well, the

Initials or first names are not used with courtesy titles, e.g. Dear Mr Smith, not Dear Mr J.
Smith or Dear Mr John Smith. Business associates who you know well can be addressed
using just their first name, e.g. Dear John.

7. Subject line (heading)

This gives a brief indication of the content of the letter. It is usually placed on clear line
space after the salutation. It may also be omitted.
E.g.:
Dear Mr. Leighton
ORDER NUMBER 4564

8. Letter body
It is often divided into 3 main parts: opening, main and ending parts.
The blocked style is the one most often used for the body of the letter. It is usual to leave a
line space between paragraphs.
9. Complimentary Close
TITLE STATUS COMPLIMENTARY
CLOSE
Mr married or umarried male Yours sincerely
Mrs married female Yours sincerely
Miss unmarried female Yours sincerely
Ms married or unmarried Yours sincerely
female
Sir male - name not known Yours faithfully
Madam female - name not known Yours faithfully
Sir/Madam when unsure whether you Yours faithfully
are addressing male or
female
 6 UNIT 1. THE FORM OF A BUSINESS LETTER

medical/ academic/ these titles do not change Yours sincerely

military whether addressing a
e.g. Dr/ male or female
Professor/General

10. For
When signing on behalf of an employer, or the letter to a person the
. It means on behalf of your
firm.
E.g.: For ABC Co./ for HOANGANH Ltd.

11. Signature
This is for the hand written signature of the writer.

12. Typed signature

After leaving 4/5 blank lines for signature, the name of the sender should be shown.

only for the first time.

E.g.: Nguyen Thao Van (Ms.); John Lennon (Mr.)

13. Position /Title

This shows the position or title of the writer.
E.g.:
----------------------- -----------------------
Yours faithfully Yours sincerely
GEORGE RAINE MAI LAN (Miss)
Chairman Sales Manager
----------------------- -----------------------

14. Enclosure
This indicates that an enclosure is being sent along with the letter.
(Enc. / Encl.)
E.g.: Enc. A price list
 UNIT 1. THE FORM OF A BUSINESS LETTER 7
15. Copies to be circulated
When a copy of a letter is to be sent to a third party (perhaps someone in the same

and the name of the recipient of the copy. The usual position for this is at the foot of the letter
after the designation or after any enclosure indicated.
E.g.: cc Miss Thao Van, Chief Accountant
If the writer does not wish the recipient of the letter to know that a third person is receiving a
copy of the letter,
only on copies of the letter and not on the original (top) copy.
E.g.: Bcc Mr. Keith Lawson, Managing Director

Part 3. Practices
Practice 1. Read the following statements and decide which are true and which are false.
Mark the true ones 'T' and the false ones 'F'.
1. ________If a letter begins with the recipient's name, e.g. Dear Mr Ross, it will close with
Yours faithfully.
2. ________The abbreviation c.c. stands for correct carbons.
3. ________If you were writing a letter to Mr Peter Smith, the salutation would be Dear
Mr Peter Smith.
4. ________The head of a company in the UK is known as the president.
5. ________In the USA, it is correct to open a letter with the salutation Gentlemen.
6. ________In the UK, a date written 2.6.05 means 6 February 2005.
7. ________If a secretary signs a letter and the signature is followed by p.p. Daniel Harris, it
means that the secretary is signing on behalf of Daniel Harris.
8. ________The term plc after a UK company's name, e.g. Hathaway plc, stands for Public
Limited Corporation.
9. ________The term Ltd after a UK company's name means limited liability.
10. ________ If you do not know whether a female correspondent is married or not, it is
correct to use the courtesy title Ms instead of Miss or Mrs, e.g. Ms Tessa Groves.
 8 UNIT 1. THE FORM OF A BUSINESS LETTER

Practice 2. Match words from box A with phrases from box B with their meaning.
A B
1. Prospectus a. a complete list of items, for example of things that people can look at
or buy
2. Brochure b. a statement of how much money a particular piece of work will cost
3. Booklet c. a copy of something, usually smaller than the original object,
something such as a system that can be copied by other people
4. Catalogue d. a small magazine or book containing pictures and information about
something or advertising something
5. Quotation e. a formal offer to supply goods or do work at a stated price
6. Tender f. a public event at which things are sold to the person who offers the
most money for them
7. Model g. a small thin book with a paper cover that contains information about a
particular subject
8. Auction h. single example of something, especially an animal or a plant
9. Specimen l. a class or group of people or things that share particular qualities or
features and are part of a larger group
10. Type m. a book or printed document that gives information about a school,
college, etc. in order to advertise it
Practice 3. Use the words in box A of practice 2 above to complete the sentences below.
1. We are inviting _____________ for the provision of training courses for staff.
2. The stores will be put up for _____________ by the parent company.
3. The latest _____________ will be on display at the motor show.
4. The first _____________ you get is rarely the most competitive.
5. The company sells home furnishings through/via an online _____________.
6. The company has outlined its plans for expansion in its _____________.
7. It is the first car of its _____________ to have this design feature.
8. The aquarium has some interesting _____________ of unusual tropical fish.
 UNIT 2. CONTENT and STYLE 9

UNIT 2. CONTENT and STYLE

Learning objectives
By the end of this unit, students will be able to:
- understand, identify, analyze and apply writing style and kind of language
in business letters.
- understand and use different types of English expressions in business
letters.
- write business letters in a clear sequence and logical order.
- plan and organize the content in business letters.

Part 1. Business writing style

1. Length
All correspondence should be long enough to explain exactly what the sender needs to say
and the receiver needs to know. You must decide how much information you put in the letter.
Your style and the kind of language you use can also affect the length.
a. Too long
There are a number of things wrong with this letter. Though it tries to advertise the products,
and the company itself, it is too wordy. There is no need to explain that stores are buying in
stock for Christmas - Mr Arrand is aware of this. Rather than drawing attention to certain
items he might be interested in, the letter only explains what he can already see, that there is
a wide selection of watches in the catalogue covering the full range of market prices. In
addition, the writer goes on unnecessarily to explain which countries the company sells to,
to give its history, and to quote its rather unimpressive motto.
Dear Mr Arrand
Thank you very much for your enquiry of 5 November which we received today. We often
receive enquiries from large stores and always welcome them, particularly at this time of
the year when we know that you will be buying in stock for Christmas.
We have enclosed our winter catalogue and are sure you will be extremely impressed by
our wide range of watches. You will see that they include ranges for men, women, and
children, with prices that should suit all your customers, from watches costing only a few
pounds to those in the luxury bracket priced at several hundred pounds. But whatever
price bracket you are interested in, we guarantee all our products for two years.
 10 UNIT 2. CONTENT and STYLE

Enclosed you will also find our price list giving full details of prices to London (inclusive of
cost, insurance, and freight) and explaining our discounts, which we think you will find
very generous and which we hope you will take full advantage of.
We are always available to offer you further information about our products and can
promise you personal attention whenever you require it. This service is given to all our
customers throughout the world, and as you probably know, we deal with countries from
the Far East to Europe and Latin America. This fact alone bears out our reputation, which
has been established for more than a hundred years and has made our motto 'Time for
everyone' - familiar worldwide.
Once again, may we thank you for your enquiry and say that we look forward to hearing
from you in the near future?
Yours sincerely

b. Too short
Dear Sir / Madam
Thank you for your enquiry. We have a wide selection of watches which we are sure you will
like. We will be sending a catalogue soon.
Yours faithfully

c. The right length

Here is a more suitable letter. It is neither too short nor too long. It provides all the relevant
information Mr Arrand might need, and draws his attention to some specific products which
may be of interest to him.
Dear Mr Arrand
Thank you for your enquiry of 5 November.
We enclose our winter catalogue, and a price list giving details of GIF London prices,
discounts, and delivery dates.
Though you will see we offer a wide selection of watches, may we draw your attention to
pp. 23-28, and pp. 31-36, where there are styles we think might suit the market you
describe? On page 25 you will find our latest designs in pendant watches, which are
already selling well. All our products are fully guaranteed, and backed by our worldwide
reputation.
 UNIT 2. CONTENT and STYLE 11
If you need any further information, please contact us. We look forward to hearing from
you soon.
Yours sincerely

2. Order and Sequence

As well as containing the right amount of information, your letter should also make all the
necessary points in a logical sequence, with each idea or piece of information linking up
with the previous one in a pattern that can be followed. Do not make a statement, switch to
other subjects, then refer back to the point you made a few sentences or paragraphs before,
as in the example.

a. Unclear sequence
This letter is difficult to understand because there is no clear sequence or logical order.
Dear Sir / Madam
We are interested in your security systems. We would like to know more about the prices
and discounts you offer.
A business associate of ours, DMS (Wholesalers) Ltd, mentioned your name to us and
showed us a catalogue. They were impressed with the security system you installed for
them, so we are writing to you about it. Do you give guarantees with the installations?
In your catalogue we saw the Secure 15 which looks as though it might suit our
purposes. DMS had the Secure 18 installed, but as we mentioned, they are wholesalers,
while we are a chain of stores. We would like something that can prevent robbery and
shoplifting, so the Secure 15 might suit us.
How long would it take to install a system that would serve all departments? Could you
send an inspector or adviser to see us soon?If you can offer competitive prices and
guarantees we would put your system in all our outlets, but initially we would only
install the system in our main branch.
We would like to make a decision on this soon, so we would appreciate an early reply.
Yours faithfully

b. Clear sequence
Here is a better version of the same letter, in which the ideas and information are in a logical
order.
 12 UNIT 2. CONTENT and STYLE

Dear Mr Jarry
We are a chain of retail stores and are looking for an efficient security system. You
were recommended to us by our associates, DMS (Wholesalers) Ltd, for whom you
recently installed the Secure 18 alarm system.
We need a system which would give us comprehensive protection against robbery and
shoplifting throughout all departments, and the Secure 15 featured in your current
catalogue would appear to suit us. However, it would be helpful if one of your
representatives could visit us so that we can discuss details of the available systems.
Initially we would test the system we select in our main branch, and, if it proves
satisfactory, install it throughout our other branches. Our choice would, of course, be
influenced by a competitive quotation and full guarantees for maintenance and service.
Please reply as soon as possible as we would like to make a decision within the next few
months.

Yours sincerely

3. Planning
The way to make sure you include the right amount of information, and in the right order, is by
planning. Ask yourself what the purpose of the letter is, and what response you would like to
receive. Note down everything you want to include before you start writing, then read your
notes to check that you have included all the necessary information, that it is relevant, and that
you have put it in the right order.
1st para. Acknowledge enquiry
2nd para. Enclose catalogue, price list
3rd para. Draw attention to watches suitable for Arrand, and latest designs
th
4 para. Mention guarantees and reputation
th
5 para. Encourage further contact

a. First paragraph
The opening sentence or paragraph is important as it sets the tone of the letter and creates a
first impression. Generally speaking, you would thank your correspondent for their letter (if
 UNIT 2. CONTENT and STYLE 13
replying to an enquiry), if necessary introduce yourself and your company, state the subject of
the letter, and set out its purpose. Here are two examples of opening paragraphs.
- Thank you for your enquiry dated 8 July in which you asked us about our range of cosmetics. As
you probably know from our advertising, we appeal to a wide age group from the teenage market
through to more mature women, and our products are retailed in leading stores throughout the
world.
- Thank you for your letter of 19 August, which I received today. We can certainly supply you with
the industrial floor coverings you asked about. Enclosed you will find a catalogue illustrating our
wide range of products currently used in factories and offices throughout the world.

b. Middle paragraphs
The main part of your letter will concern the points that need to be made, answers you wish to
give, or questions you want to ask. As this depends on the type of letter that you are writing,
these topics will be dealt with in later units. In the middle paragraphs, planning is most
important to make sure your points are made clearly, fully, and in a logical sequence.

c. Final paragraph
At the end of your letter, if it is a reply and you have not done so at the beginning, you should
thank your correspondent for writing. If appropriate, encourage further enquiries or
correspondence, mentioning that you look forward to hearing from him or her soon. You may
want to restate, briefly, one or two of the most important points you made in the main part of
your letter. Here are some examples of final paragraphs.
- Once again thank you for writing to us. Please contact us if you would like any further
information. To summarize: all prices are quoted CIF Yokohama, delivery would be six weeks from
receipt of order, and payment should be made by bank draft. I look forward to hearing from you
soon. I hope I have covered all the questions you asked, but please contact me if there are any
other details you require. If you would like to place an order, may I suggest that you do so before
the end of this month so that it can be met in good time for the start of the summer season? I hope
to hear from you in the near future.
- We are confident that you have made the right choice as this line is a leading seller. If there is
any advice or further information you need, we would be happy to supply it, and look forward to
hearing from you.
 14 UNIT 2. CONTENT and STYLE

4. Style and language

a. Simplicity
Commercial correspondence often suffers from an old-fashioned, pompous style of English
which complicates the message and gives readers the feeling that they are reading something
written in an unfamiliar language.
Here is a simple version of a letter. Mr Aldine will be satisfied with it because it tells him -
simply and clearly - what he wants to know. First, his customer uses his name. Second, he has
apologized. Third, Mr Aldine knows his was not the only account that was not paid when due,
and knows why. Finally, he has his cheque.

Dear Mr Aldine
I am replying to your letter of 15 July asking us to clear our June balance.
I apologize for not settling the account sooner, but due to the unfortunate death of Mr Noel,
our Accountant, there have been delays in settling all of our outstanding balances.
Please find enclosed our cheque for £2,120, and accept our apologies for any inconvenience.

Yours sincerely

b. Courtesy
Your style should not, however, be so simple that it becomes rude. Here is an example of a letter
that is too short and simple.

Dear Mr Rohn
I've already written to you concerning your debt of £1,994. This should have been cleared
three months ago. You seem unwilling to co-operate in paying us. We'll sue you if you do
not clear your debt within the next ten days.
Yours, etc.

In the version of the same letter, notice the stylistic devices that are used to make it more polite:
complex sentences, joined by conjunctions, rather than short sentences (e.g. ... the balance of
£1,194, which has been outstanding... your debt of £1,994. This should have been
cleared...); the use of full rather than abbreviated forms (e.g. I shall have to consider... rather
 UNIT 2. CONTENT and STYLE 15
than We'll sue and the use of passive forms and indirect language that avoids sounding
aggressive (e.g.... rather than... if you do not clear your debt...).
Dear Mr Rohn
I refer to our previous letter sent on 10 October in which you were asked to clear the
balance of £1,994 on your account, which has been outstanding since July. As there has
been no reply, I shall have to consider handing over the matter to our solicitors.
However, I am reluctant to do this and am offering a further ten days for the account to
be settled.
Yours sincerely
5. Clarity
Your correspondent must be able to understand what you have written. Confusion in
correspondence often arises through a lack of thought and care, and there are a number of
ways in which this can happen.

a. Abbreviations and initials

Abbreviations can be useful because they are quick to write and easy to read. But both
correspondents need to know what theabbreviations stand for.
The abbreviations CIF and FOB, for example, are INCOTERMS which mean, respectively,
Cost, Insurance, and Freight and Free On Board. But can you be sure that your correspondent
knows that p&p means postage and packing?
Some international organizations, e.g. NATO (North Atlantic Treaty Organization), are
known in all countries by the same set of initials, but many are not, e.g. EU (European
Union) and UN (United Nations). National organizations, e.g. in the UK, CBI (Confederation
of British Industry) and TUG (Trades Union Congress), are unlikely to be familiar to
correspondents in other countries.

b. Number
We saw on page 4 that the use of figures instead of words for dates can create problems.
Numerical expressions can also cause confusion. For example, the decimal point in British
and American usage is a full stop, but a comma is used in most continental European
countries, so that a British or American person would write 4.255 where a French person
would write 4,255 (which to a British or American person would mean/our thousand two
hundred and fifty-five).
If there is the possibility of confusion, write the expression in both figures and words, e.g.
£10,575.90 (ten thousand five hundred and seventy-five pounds, ninety pence).
 16 UNIT 2. CONTENT and STYLE

c. Prepositions
Special care should be taken when using prepositions. There is a big difference between

6. Accuracy
a. Spelling
Careless mistakes in a letter can give readers a bad impression. Spelling, punctuation, and
grammar should all be checked carefully. Many people have come to rely on the spellchecker
in their computers to ensure that there are no spelling mistakes. But a word spelt incorrectly
may form a completely different word, e.g. Please give it some though (the writer means
thought); I saw it their (the writer means there). A spell checker would miss these mistakes.
There is no substitute for carefully reading, or proofreading a letter that you have written.

b. Title, names, and addresses

Use the correct title in the address and salutation. Spell your correspondent's name correctly
(nothing creates a worse impression than a misspelled name), and write their address
accurately.
If you do not know your correspondent, do not assume that they are one sex or the other, i.e.
use Dear Sir/Madam rather than Dear Sir or Dear Madam. If you know a correspondent's
name but not their sex, use Mr. /Ms, e.g. Dear Mr. /Ms. Barron.

c. References
When replying to a letter, fax, or email, quote all references accurately so that it is
immediately clear to your reader what you are writing about.

d. Prices, measurements, etc.

Special care should be taken when quoting prices or giving specifications such as
measurements or weights. Quoting these incorrectly can cause serious misunderstandings.

e. Enclosures and attactments

Always check that you have actually enclosed the documents you have mentioned in your
letter, or attached them to your email. Check, too, that you have enclosed or attached the
 UNIT 2. CONTENT and STYLE 17
right documents. If, for example, the document you are enclosing is invoice PL/231, make
sure you do not enclose invoice PL/213.
When ordering, make sure you quote the order number correctly, especially in international
trade where mistakes can be very expensive in both time and money.
 18 UNIT 2. CONTENT and STYLE

Part 2. Helpful Expressions

1. Starting the reference, explaining the reason for writing
With reference to/ In reply to ...................
I would like to thank you for ...................
I am writing to apply/ inform / request ...................
2. Acknowledging
We acknowledge (with thanks) the receipt of ...................
We have received your offer ............... for which we thank you.
We would like to thank you for ...................

3. Requesting
We would be grateful / obliged if you could ...................
We would (highly) appreciate it if you could ...................
Could / would you please ................... ? (More informal)
I shall be glad if you will ...................
We shall be pleased if you can / will ..................
It would be helpful if you can ..................
4. Thanking, informing
Thank you for ...................
We were very pleased to inform you that
We have much pleasure in informing about
5. Enclosing documents
We have pleasure in enclosing ...................
We are enclosing a catalogue ...
Pleased find enclosed/attached ...................
We have enclosed our price list ...................
From the enclosed/attached ..................
6. Apologizing and expressing regret
We regret our inability to ...................
We are regretful that we shall not be able to ...................
I regret that I cannot ...................
I am afraid that ...................
 UNIT 2. CONTENT and STYLE 19
We are sorry that ...................
Please accept our many apologies for..................
We would apologize for..................
7. Expressing urgency
Would you please place your order
................... at your earliest convenience.
................... without delay/ at the minimum of delay.
................... as soon as possible.
.................. promptly/ immediately.
8. Confirming
I am pleased to confirm that ...................
I confirm that ...................
9. Emphasizing
We would like to draw your attention to...................
Would you please note that...................
We would like to stress the importance of ...................
We would point out the ...................
10. Ending a letter
I look forward to seeing / meeting you ...................
Finally, I would like to thank /remind you ...................
Once again, we thank you for your ................... and look forward to your early reply.
 20 UNIT 2. CONTENT and STYLE

Part 3. Practices
Practice 1. Sort out the jumbled words below to make six sentences typical of business
correspondence. Add capital letters and punctuation as necessary.
1. grateful / soon / a / as / we / for / would / possible / reply / as / be
_____________________________________________________________
2. for / find / please / cheque / £49.50 / a / enclosed
_____________________________________________________________
3. further / please / if / us / information / you / any / contact / need
_____________________________________________________________
4. April / your / you / letter / thank / 5 / of / for
_____________________________________________________________
5. you / we / forward / to / from / look / hearing
_____________________________________________________________
6. pleasure / price list / enclosing / have / a / catalogue / our / I / spring / and / in
_____________________________________________________________
_____________________________________________________________

Practice 2. English-Vietnamese Translation

1. Thank you for your enquiry dated 8 July in which you asked us about our range of
cosmetics. As you probably know from our advertising, we appeal to a wide age group from
the teenage market thrpugh to more mature women, and our products are retailed in leading
stores throughout the world.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
2. Thank you for your letter of 19 August, which I received today. We can certainly supply
you with the industrial floor coverings you asked about. Enclosed you will find a catalogue
illustrating our wide range of products currently used in factories and offices throughout the
world.
_____________________________________________________________
 UNIT 2. CONTENT and STYLE 21
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
3. Once again thank youfor writing to us. Please contact us if you would like any further
information. To summarize: all prices are quoted cif Yokohama, delivery would be six weeks
from receipt of order, and payment should be made by bank draft. I look forward to hearing
from you soon.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
4. I hope I have covered all the questions you asked, but please contact me if there are any
other details you require. If you would like to place an order, may I suggest that you do so
before the end of this month so that it can be met in good time for the start of the summer
season? I hope to hear from you in the near future.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
5. We are confident that you have made the right choice as this line is a leading seller. If
there is any advice or further information you need, we would be happy to supply it, and look
forward to hearing from you.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

Practice 3. Vietnamese - English Translation

/20--, chúng tôi xin thông báo
 22 UNIT 2. CONTENT and STYLE

_____________________________________________________________
_____________________________________________________________

5% cho lô hàng này.

_____________________________________________________________
_____________________________________________________________
3. Chú

_____________________________________________________________
_____________________________________________________________
4. Chúng t

_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
6
chúng tôi.
_____________________________________________________________
_____________________________________________________________
7 , bá

_____________________________________________________________
_____________________________________________________________
8 dành cho quý ngà
giá .
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 2. CONTENT and STYLE 23
9

_____________________________________________________________
_____________________________________________________________
10
này.
_____________________________________________________________
_____________________________________________________________

Practice 4. Rewrite the following request for payment in a more polite form.
Dear Sir/Madam
You have owed us £567.00 since February, which means you haven't paid us for three
months.
We have written to you twice and you haven t bothered to answer us, yet you've been a
customer for years. Anyway, we re not going to put up with this, so if you don't tell us
why you haven't paid, or send the money you owe us in ten days, we'll sue you. After all,
we've got bills to pay too, and besides we explained our rules for giving credit, i.e.
payment on due dates, some time ago.
Yours, etc.
R. Lancaster (Mr)
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Practice 5 Letter-writing
Công
 24 UNIT 2. CONTENT and STYLE

-X khách, c
trong G

- Hi
hoàn toàn hài lòng và m

B
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 3. ENQUIRIES and REPLIES 25

UNIT 3. ENQUIRIES and REPLIES

Learning objectives
By the end of this unit, students will be able to:
- understand and identify the form and organization of an enquiry and a
reply to an enquiry.
- distinguish different parts of an enquiry and a reply to an enquiry.
- know how to use different expressions in writing enquiries and replies
to enquiries.
- write different types of enquiries and replies to enquiries.

Parts of an enquiry
- Tell
- Introduce to your supplier what sort of firm you are.
- Indicate the state of the market.
- Ask
- Suggest terms, methods of payment, discounts.
- Hope for an early offer/ quotation/ reply

Parts of a reply to an enquiry

- Express thanks to the enquiry.
- Confirm that you can help.
- Enclose requested documents (pricelist, quotation, catalogue, sales li
- Promise to favour the customers.
- Add your favourable comments on the goods sold.
- Express regret (if any), offer an alternative (if any).
- Hope for an order.
 26 UNIT 3. ENQUIRIES and REPLIES

Part 1. Sample letters

1. Reply to an advertisement
(The customer is replying to an advertisement for CDs in a trade journal)
Dear Sir/ Madam
We are a large music store in the center of Poitiers and would like to know more about
the re-

Could you tell us if the CDs are leading brand names, or made by small independent
companies, and whether they would be suitable for domestic recording? It would also
be helpful if you could send us some samples. If they are of the standard we require, we
will place a substantial order. We would also like to know if you offer any trade
discounts.
We look forward to receiving your early reply.
Yours faithfully
(signed)
P.Gerard (M.)
Manager
Comprehension questions
1. Why does M. Gerard say We are a large music store?
_____________________________________________________________
2. How did he hear about the CDs?
_____________________________________________________________
3. What requirements does he suggest before he places an order?
_____________________________________________________________
4. What does the word substantial in the letter mean?
_____________________________________________________________
5. What concession does he ask for?
_____________________________________________________________
2. Reply to a request for catalogues and samples
Dear Mr. Gerard
Thank you for your inquiry of 12 May in which you asked about the CDs we advertised in
 UNIT 3. ENQUIRIES and REPLIES 27
I can confirm that they are of high quality, and suitable for domestic recording. They are

their prices are so competitive is that they are part of a consignment of bankrupt stock
that was offered to us.
Because of their low price, and the small profit margin, we will not be offering any trade
discounts on this consignment. But we sell a wide range of electronic and computer
products and have enclosed a price-list giving you details of trade, quantity, and cash
discounts.
We have sent, by separate post, samples of the advertised CDs and other brands we
stock, and would urge you to place an order as soon as possible as there has been a huge
response to our advertisement.
We would like to thank you for your interest and look forward to receiving your early
order.
Yours sincerely
(Herr) R. Gerlach
Sales Director
Encl. price-list
Comprehension questions
1. What references does Herr Gerlach quote?
_____________________________________________________________
2. Why are the CDs being sold cheaply?
_____________________________________________________________
3. Does he offer any discounts on the advertised goods?
_____________________________________________________________
4. What other material has he sent to Disc S.A.?
_____________________________________________________________
5. Can Disc S.A. order whenever they want to?
_____________________________________________________________

3. Enquiry from a retailer to a foreign manufacturer

Dear Sir/ Madam
We are a chain of retailers based in Birmingham and are looking for a manufacturer

were impressed by the selection of sweaters that were displayed on your stand at the
ast month.
As we usually place very large orders, we would expect a quantity discount in addition
to a 20% trade discount off net list prices. Our terms of payment are normally 30-day
bill of exchange, documents against acceptance (D/A).
 28 UNIT 3. ENQUIRIES and REPLIES

If these conditions interest you, and you can meet orders of over 500 garments at one
time, please send us your current catalogue and price-list.
We hope to hear from you soon.
Yours faithfully
Peter Crane (Mr.)
Chief Buyer
F. Lynch & Co. Ltd
Comprehension questions
1. What expression does Peter Crane use to indicate that Lynch & Co. is a large company?
_____________________________________________________________
2. What market is Lynch & Co. interested in?
_____________________________________________________________
3. Where did Lynch & Co. get to know about Satex?
_____________________________________________________________
4. What kinds of discounts are they asking for?
_____________________________________________________________
5. How would payment be made?
_____________________________________________________________
4. Reply to the general enquiry in which the buyer asked for certain concessions

Dear Mr. Crane

We were pleased to receive your inquiry, and to hear that you liked our range of
sweaters. We can confirm that there would certainly be no trouble in supplying you
from our wide selection of garments.
We can offer you a quantity discount, which would be 5% off net prices for orders over
£2,000, but the usual allowance for a trade discount in Italy is 15%, and we always
deal on payment by sight draft, cash against documents. However, we would be
prepared to review this once we have established a firm trading association with you.
Enclosed you will find our summer catalogue and price-list quoting prices CIF London.
We are sure you will find a ready sale for our products in England, as have other
retailers throughout Europe and America, and we do hope we can reach agreement on
 UNIT 3. ENQUIRIES and REPLIES 29
the terms quoted.
Thank you for your interest. We look forward to hearing from you soon.

Yours sincerely
D. Causio (Sig.)
Sales Director
Encl. + 01 Catalogue/01 Price List

Comprehension questions

_____________________________________________________________
2. What method of payment does he ask for?
_____________________________________________________________
3. What does he suggest about the method of payment in the future?
_____________________________________________________________
4. What is enclosed with the letter?
_____________________________________________________________
5. How does Sig. Causio indicate that his company deals internationally?
_____________________________________________________________

5. Reply to a request for a catalogue and price list

Dear Ms Lowe
We were pleased to receive your enquiry today, and are enclosing the catalogue and
price list you asked for.
You will see that we can offer a wide selection of dinner and tea services ranging from

dinner service. You can choose from more than fifty designs, which includes the

We would very much like to add your clients to our worldwide list of customers, and
could promise them an excellent product with a first-class service. We would be glad to
accept orders for any number of pieces, and can mix sets if required.
You will see that our prices are quoted CIF to Eastern Canadian seaboard ports and
we are offering a special 10% discount off all net prices, with delivery within three
 30 UNIT 3. ENQUIRIES and REPLIES

weeks from receipt of order.

If there is any further information you need, please contact us, or go to our website at
the address above. Once again thank you for your enquiry.
Yours sincerely,
(signed)
J. Merton (Mr.)
Sales Manager
Encl. + 01 Catalogue
+ 01 Price List
Registered No.716481
VAT Registered No. 133 53431 08

Comprehension questions
1. How does Mr Merton draw
_____________________________________________________________
2. How does he imply that his company has an international reputation?
_____________________________________________________________
3. What terms for delivery do Glaston Potteries quote?
_____________________________________________________________
4. How does he encourage further enquiries?
_____________________________________________________________
5. Which words in the letter have a similar meaning to the following?
a. range
b. select
c. time when order received
 UNIT 3. ENQUIRIES and REPLIES 31

Part 2. Vocabulary

Appreciate:
Bill of exchange:
Cash against documents:
CIF
port of destination):
Consignment: lô hàng
Enclose:
Enquiry (inquiry):
Estimate:
Hesitate:
Invoice:
Manufacturer: n
Place an order:
Pricelist:
Quantity discount:
Quotation:
Request:
Retailer:
Sample:
Sight draft:
Trade discount: c
 32 UNIT 3. ENQUIRIES and REPLIES

Part 3. Helpful expressions

1. It would also be helpful if you could S

send us some samples. hàng.
2. If they are of the standard we require,
we will place a substantial order.
3. We look forward to receiving your
early reply.
4. Thank you for your inquiry of 12 May
for ..... tháng 5
5. We would also like to know if you
offer any trade discounts.
6. We are looking for a manufacturer
who can supply us with a wide range of
sweaters for the teenage market.
7. Please quote us your price on CIF
London basis.
8. If there is any further information you
need, please contact us, or go to our theo
website at the address above.
9. If you can meet orders of over 500
garments at one time, please send us , xin vui
your current catalogue and price-list. chúng tôi ca ta lô
10. May I know what particular items Tôi
you are interested in this range? dòng hàng này ?
 UNIT 3. ENQUIRIES and REPLIES 33

Part 4. Practices
Practice 1. Fill in the blanks with the appropriate words or phrases.
1. Letter 1
Dear Sirs/ Madams
Thank you for your (1)____enquiry of 1st
We have much pleasure in sending you (2) _herewith_ a fairly full collection of our (3)
__lastest__ and best selling designs and hope some of them will (4)_interest___ you.
We would like to (5) __draw y_ t
outstanding success. We believe that it represents the best (6) _________ for money in
this type of goods and we are sure that you will find it sells well indeed. If the range of
(7) _________ we have selected does not contain anything you want, please do not (8)
_________ to let us know your exact (9) _________
We look forward to your (10) _________. which will have our best attention.
Yours faithfully

2. Letter 2
Dear Sir / Madam
letter
We thank you for your (1) _________ of 20th Dec. for samples and a pattern card of floor
samples specially selected for their
coverings. We have today sent by air a range of (2) _________,
pattern card you require. For the
hard wearing quality but regret we do not have the (3) _________
recommend quality No. 5 which is specially made to (5) _________
purpose mentioned we (4)_________
to the wear and tear of rough and uneven surfaces.
We invite you (6) _________ the samples and are confident that they will (7)_________
Meanwhile we (8) _________ a copy of our pricelist and (9) _________ of trade, and look
forward (10) _________ from you.
Yours faithfully
3. Letter 3
Dear M. Morreau
Thank you for your (1) _________ of 27th June in which you expressed an interest in
relating a selection of our products in your shops in France.
Please find (2) _________ our current brochure and price list.
(3) _________ for a 20% trade discount, we regret that we cannot (4) _________ more
than 15%. However, we do give a 5% quantity discount on (5) _________. for over
£10,000. We are sure that you will agree that these terms are highly (6) _________
We are confident that we can (7) _________ within two months as you require, but
 34 UNIT 3. ENQUIRIES and REPLIES

wish to emphasize that (8) _________ will have to be by sight draft until we have (9)
_________. a business relationship.
Thank you for your (10) _________. and we hope to hear from you soon.

Yours sincerely
Glaston Pottiers Ltd
(signed)
Sales managers

Practice 2. Matching
Match the words in column A with their definitions in column B
A B
1. Catalogue a. Company that is partly owned by a larger one.
2. Tender b. Person who buys goods or services from a shop or company.
3. Estimate c. Money taken off the usual selling price of goods when the
buyer is purchasing a large amount.
4. Wholesaler d. Place where a company demonstrates its products.
5. Customer e. Publication giving details of goods or services offered by a
company.
6. Subsidiary f. Prices given for work to be done.
7. Showroom g. Written estimate, usually for a large job such as building a
factory.
8. Prospectus h. Publication giving details about school or college.
9. Quantity discount i. Person or company that buys goods from manufacturers and
sells them to retailers.
10. Sale or return j. Term used when a supplier agrees to buy back unsold goods.

Practice 3. Sentence building

A. Sort out the jumbled words below to make sentences typical of business
correspondence. Add capital letters and punctuation as necessary.
1. offer/ do/ you/ large/ a/ orders/ discounts/ on
Do you offer discounts on large orders
_____________________________________________________________
2. details/ of/ can/ you/ prices/ please/ me/ send/ your
 UNIT 3. ENQUIRIES and REPLIES 35
can you please send me the details of your prices?
_____________________________________________________________
3. after-sales/ do/ an/ offer/ you/ service
do you offer an after-sales service?
_____________________________________________________________
4. guaranteed/ are/ for/ how/ goods/ long/ the
How long are the goods guaranteed for?
_____________________________________________________________
5. goods/ can/ how/ delivered/ soon/ the/ be
how soon can the goods be delivered?
_____________________________________________________________
6. terms/ what/ payment/ your/ of/ are
what are your term of payment?
_____________________________________________________________
7. can/ buy/ where/ the/ I/ goods
where can I buy the goods?
_____________________________________________________________
8. you/ do/ what/ quantity/ discounts/ sort/ offer/ of
what sort of quantity discounts do you offer
_____________________________________________________________
9. can/ send/ mail/ please/ your/ by/ me/ you/ express/ catalogue
can you please send me your catalogue by expess mail ?
Practice 4. Rewrite/ Complete the following sentences so that they have a similar
meaning to the one above, but are more suitable for formal business correspondence.

=> Could you_________________________________________________

_____________________________________________________________

=> Could you_________________________________________________

_____________________________________________________________

,
=> As we intend to place a substantial order_________________________
_____________________________________________________________

=> Please could you

=> We would appreciate ________________________________________

_____________________________________________________________

=> We would be grateful if ______________________________________

_____________________________________________________________
 36 UNIT 3. ENQUIRIES and REPLIES

=> We would be interested _____________________________________

_____________________________________________________________

=> Would you be ______________________________________________

_____________________________________________________________

=> I am writing to enquire ______________________________________

_____________________________________________________________

=> As a rule _________________________________________________

_____________________________________________________________

Practice 4. English - Vietnamese Translation

1. Your name has been given to us by the British Chamber of Commerce.
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
3. We have learned your name and address from the introduction of the Japanese Embassy,

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
6. We would like to take this opportunity to introduce ourselves as one of the leading trading
companies dealing in all kinds of material for textiles industry.
_____________________________________________________________
 UNIT 3. ENQUIRIES and REPLIES 37
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
7. There is a brisk demand here for high- quality T-shirts of the type you manufacture now.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
8. At the mo
_____________________________________________________________
_____________________________________________________________
9. We would be glad to receive specifications of your new personal computer IPC, together
with your current export price list and particulars of shipment.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
10. We shall be obliged if you will send us the prospectus, quote your latest price and state
the time of delivery with your most favorable terms of payment.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

Practice 5. Vietnamese - English Translation

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
thanh toán khi giao hàng,

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
ng này
 38 UNIT 3. ENQUIRIES and REPLIES

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
4. Chúng tôi mong
.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

ngài.
_____________________________________________________________
_____________________________________________________________
6. Chún

_____________________________________________________________
_____________________________________________________________

_____________________________________________________________

Châu Âu.
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
i cho các n
.
_____________________________________________________________
_____________________________________________________________
 UNIT 3. ENQUIRIES and REPLIES 39
Practice 5. Letter-writing
Công ty anh bán
Qua trên
,

và nh
.
Hãy
o hàng
(sales literature), sách .
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 40 UNIT 4. QUOTATIONS

UNIT 4. QUOTATIONS

Learning objectives
By the end of this unit, students will be able to:
- understand and identify the form and organization of a quotation and what
parts it includes.
- identify quotations of different types of products.
- know how to use different terms and expressions in writing quotations.
- write quotations of different types of products.

Parts of a quotation
A quotation is a promise to supply goods on the terms stated. The prospective buyer is under
no obligation to buy the goods for which a quotation is requested, and suppliers will not
normally risk their reputations by quoting for goods they cannot or do not intend to supply. A
satisfactory quotation will include the following:
- An expression of thanks for the enquiry
- Details of prices, discounts and terms of payment
- Clear indication of what the prices cover, e.g. packing, carriage, insurance
- An undertaking as to date of delivery
- The period for which the quotation is valid
- An expression of hope that the quotation will be accepted.
 UNIT 4. QUOTATIONS 41

Part 1. Sample letters

1. Quotation for aquatite rainwear
Dear Mr / Ms ...
We were pleased to learn from your letter of 15 June of the enquiries you have received
for our raincoats.
Our AQUATITE range is particularly suitable for warm climates, and during the past
year we have supplied this range to dealers in several tropical countries. We have already
had repeat orders from many of them. This range is popular not only because of its light
weight, but also because the material used has been specially treated to prevent excessive
condensation on the inside surface.
We are pleased to quote as follows:
Item Size Quantity Unit Total amount
Price
AQUATITE coats medium 100 $7.50 750.00

AQUATITE coats small -do- $6.80 680.00

AQUATITE coats medium -do- $6.00 600.00

AQUATITE coats small -do- $5.40 540.00

2,570.00
Less 33 1/3 %Trade Discount 856.66
Net Price 1,713.34
Freight (London to Alexandria) 86.00
Insurance 22.50
TOTAL 1,812.84

Terms: 2½ % one month from the date of invoice

Shipment: within 3-4 weeks of receiving order.
For acceptance within one month.
We feel you may be interested in some of our other products, and enclose descriptive
booklets and a supply of sales literature for distribution among your customers.
 42 UNIT 4. QUOTATIONS

We hope to receive your order soon.

Yours sincerely

Comprehension questions
1. Where are AQUATITE products popular?
_____________________________________________________________

_____________________________________________________________
3. How much is one medium-size AQUATITE coat for women?
_____________________________________________________________
4. When will the goods be dispatched?
_____________________________________________________________
5. What will be enclosed with the letter?
_____________________________________________________________

2. Quotations for printing paper

Dear Mr. / Mrs
We thank you for your enquiry of yesterday and, as requested, enclose samples of different
qualities of paper suitable for poster work.
We are pleased to quote our Printing Paper as follows:
Quality Colour Unit Price per kg
A1 White $1.21
A2 White $1.15
A3 White $1.10

These prices include delivery at your works.

All these papers are of good quality and quite suitable for poster work. We guarantee that
they will not discolour when pasted.
We can promise delivery within one week from receiving your order, and hope you will find
both samples and prices satisfactory.
Yours sincerely
 UNIT 4. QUOTATIONS 43
Comprehension questions
1. When was the enquiry made?
___________________________________________________________
2. What were asked to be enclosed?
___________________________________________________________
3. What are the unit prices?
___________________________________________________________
4. What should be noted about the quality of the paper?
___________________________________________________________
5. When can they deliver the goods?
___________________________________________________________

3. Quotation for Powerboats

Dear Mr / Ms.
Thank you for your enquiry dated 7 July 20-- about our PB 5000 30-foot SunVoyager
Powerboats, in which you asked us to give you our best CIF price for two of these.
The price for two PB 5000 with specifications as in our 20-- catalogue pages 42 - 45 is
USD 179,800 (in words: one seven nine thousand eight hundred United Dollars), CIF
Saigon Port.
If you require the special steel anchors and chains (our catalogue numbers: 5567 and
8876), the total price is USD187, 850.00.
The goods will be ready for shipment in 3 or 4 weeks from the date of your written
order. We pack each PB 500 for export in a 40-foot open top container. We understand
from your freight forwarders that Vietfract have a scheduled service to Saigon port
once a month.
We would appreciate payment by irrevocable Letter of Credit confirmed on a London
bank and valid for 90 (ninety) days from the date of your order. The prices given in this
offer are valid for a period of thirty days from the date of this fax.
If you require any further information, I shall be pleased to help you.
We look forward to receiving your official order
Yours sincerely

Comprehension questions
1. What kind of Powerboats was required?
_____________________________________________________________
 44 UNIT 4. QUOTATIONS

2. What information can be found on page 42-45 in the catalogue?

_____________________________________________________________
3. When can the goods be dispatched?
_____________________________________________________________
4. Which method of payment is required?
_____________________________________________________________
5. How long is the period of validity of the prices offered?
_____________________________________________________________
4. Quotation for sweaters
Dear Mr. Crane
We are pleased to receive your enquiry, and to hear that you liked our range of sweaters.
There would certainly be no trouble in supplying you from our wide selection of
garments which we make for all age groups.
We can offer you the quantity discount you asked for which would be 5% off net prices
for orders over $2,000, but the usual allowance for a trade discount in Italy is 15%, and
we always deal on payment by sight draft, cash against documents. However, we would
be prepared to review this once we have established a firm trading association with you.
Enclosed you will find our summer catalogue and price-list quoting prices c.i.f London.
We are sure you will find a ready sale for our products in England as have other
retailers throughout Europe and America, and we do hope we can reach an agreement
on the terms quoted.
Thank you for your interest, we look forward to hearing from you soon.
Yours sincerely
D. Causio
Encl.
Comprehension questions
1. Why is the writer pleased to receive the inquiry?
_____________________________________________________________
2. Under what condition would there be a 5% discount?
_____________________________________________________________
3. How would they like to be paid?
_____________________________________________________________
4. When will they consider offering a 15% trade discount?
 UNIT 4. QUOTATIONS 45
_____________________________________________________________
5. What are enclosed with the letter?
_____________________________________________________________
5. Quotation for crockery
Dear Mr. Clarke
Thank you for your enquiry of 18 April for a further supply of our crockery. We are
pleased to quote as follows:
Item Catalogue Number Price
Teacups TC-45 $43.75 per hundred
Tea Saucers TS-46 $36.00 per hundred
Tea Plates TP-47 $36.00 per hundred
Teapots,1-litre TP-48 $2.20 each

These prices are understood FOB Saigon port, including packing, but packing is charged
for, with an allowance for their return in good condition.
We can deliver from stock and will allow you a discount of 5%, but only on items ordered
in quantities of 10,000 or more. In addition, there would be a cash discount of 2% on total
cost of payment within one month from date of invoice.
We hope you will find these terms satisfactory and look forward to the pleasure of your
order.
Yours sincerely
Comprehension questions
1. How many kinds of crockery are quoted?
_____________________________________________________________
2. How much does each tea plate cost?
_____________________________________________________________
3. Under what condition would there be a 5% discount?
_____________________________________________________________
4. How long would they offer cash discount?
_____________________________________________________________
5. When was the enquiry of the crockery made?
_____________________________________________________________
 46 UNIT 4. QUOTATIONS

Part 2. Vocabulary

Allowance:
C.I.F (cost, insurance, and freight):
Cash against documents:
Descriptive booklets:
F.O.B (free on board): giá giao lên tàu
Freight forwarders: công t
Freight:
Invoice:
Irrevocable Letter of Credit:
Net price: tính (
Price - list:
Repeat order(s):
Return:
Sales literature:
Sight draft:
Specifications:
Trade discount:
 UNIT 4. QUOTATIONS 47

Part 3. Helpful expressions

1. Thank you for your enquiry of 18 April quý ngài
for a further supply of our chinaware.

2. We thank you for your enquiry of quý ngài ngày

yesterday and, as requested, enclose hôm qua và quý ngài, chúng
samples of different qualities of paper
suitable for poster work. .
3. Enclosed you will find our summer -ta-lô mùa hè và
catalogue and price-list quoting prices c.i.f giá
London.
4. There would certainly be no trouble in
supplying you from our wide selection of mà
garments which we make for all age
groups.
5. The goods will be ready for shipment in
3 or 4 weeks from the date of your written quý khách hàng.
order.
6. We always deal on payment by sight
draft, cash against documents. , thanh toán theo
7. We would appreciate payment by
irrevocable Letter of Credit confirmed on a
London bank and valid for 90 (ninety)
days from the date of your order.
8. We can deliver from stock and will ngay dành
allow you a discount of 5%, but only on cho quý ngài
items ordered in quantities of 10,000 or
more. 10.000
9. There would be a cash discount of 2%
on total cost of payment within one month chi phí
from date of invoice.
10. We would be prepared to review this Chúng tôi
once we have established a firm trading
association with you.
 48 UNIT 4. QUOTATIONS

Part 4. Practices
Practice 1. Sentence building: Sort out the jumbled words below to make sentences
typical of business correspondence. Add capital letters and punctuation as necessary.
1. Thank you / our / concerning /inquiry/ displayed / at / your /for / earth-moving equipment /
of / 16 August /the International Farm Machinery Fair.
_Thank you for your of 16 August inquiry concerning our earth-moving equipment displayed
at the International Farm Machinery Fair. _______________________
_____________________________________________________________
2. list /enclosed /and /our /find /current /catalogue /please /price. ___
____Please find enclosed our current price list and catalogue______
3. We/substantial/ are /on /willing /to over /consider /orders /discount/ $300,000. _____
______we are willing to consider substantial discount on orders over $300000.
________________________________________________________
_____________________________________________________________
4. With / to /terms /regards/ payment / of / documents / the / would / by /30-day/ consider/
against /we payment /bill of exchange/ acceptance terms of payment. documents against
acceptance ___
with regards to the terms of payment, we would consider payment by 30-day bill of exchange,
documents against acceptance
__________________________________________________________
_____________________________________________________________
_____________________________________________________________
5. Payment /by /would /established /need /relationship /to /be /sight draft /until /business /
we /a /have.
Payment would need to be by sight draft until we have established a business
_____________________________________________________________ relationship
_____________
________________________________________________
6. As/I/our /price/ requested /you/ current/ am /by /catalogue /sending/ express /and /list /
to /mail. by express mail
As requested, I am sending our current price list and catalogue to you by_____________
_____________________________________________________________ express mail.
________________________________________________
7. I /within /can /confirm /are /fulfill/ orders /unusual /we /three /months/ unless /there /
that /specifications. I confirm that we can fulfill orders within 3 months unless there
there are unusual specifications are unusual specifications
_____________________________________________________________
_____________________________________________________________
8. all /normal /machinery /is /three /for /our /against /guaranteed /years /use.
all our machinery is guaranteed for 3 years against normal use.
_____________________________________________________________
 UNIT 4. QUOTATIONS 49
_____________________________________________________________
9. require /we /that /within /are /confident /can /limit /deliver /we /well /the /two-month time
/you.
we are confident that we can deliver well within the 2-month time limit you require.
_____________________________________________________________
_____________________________________________________________
10. any/me /require /you /contact /if /further/ please /information.
if you require any further information please contact me.
_____________________________________________________________
_____________________________________________________________

Practice 2. Fill in the blanks with the appropriate words

1. Quotation for potteries

Dear Mrs Croft
Thank you for you enquiry of 14 May (1)____________ our fitness equipment.
I can (2) ____________ that only the highest-quality materials are used in all our
equipment, and this is reflected in our 5-year (3) ____________ .
Our prices are highly (4) ____________, due to small profit margins, so I
(5)____________ that we can not offer credit (6) ____________ However, we do offer a
5% (7) discount on orders over $5,000.
I have (8) ____________ in enclosing our catalogue and a price list. Please (9)
____________. that all prices are quoted CIF London.
If there is any further (10) ____________ you need, please contact us .
Once again, thank you for your letter.
Yours sincerely

2. Quotation for oven-to-table ware

Dear M. Morrow
Thank you for your (1) ____________ of 28 June in which you expressed an interest in
retailing a selection of our products in your shops in Nancy.
Please find (2) ____________ our current catalogue and price list. You might also be
interested in visiting our website.
In (3) ____________ to your request for a 20% trade discount, we (4)____________ that
we cannot offer more than 15%. However, we do give a 5% (5) ____________ discount
on orders over $20,000. In comparison with similar companies in the UK, these terms are
extremely (6) ____________. Payment would need to be by sight draft until we have (7)
 50 UNIT 4. QUOTATIONS

____________ a business relationship.

Finally, we are confident that we can (8) ____________ well within the two-month time
limit you (9) ____________
Thank you for your (10) ____________ We hope to hear from you soon.
Yours sincerely,
J. Merton
Sales Manager
Enc.

3. Quotation for delivery vans

Dear Mr. Russell
Thank you for your phone call of Thursday March (1) ____________ about hiring our
delivery vans.
My colleague Ms Angela Smith, who took the call, said you were mainly (2)
____________ in 5- ____________ our booklet
____________ These also appear on our
website at www.vanhire.co.uk. You will (5) ____________ that the summer months of
June, July, and August are the least expensive and that we (6) ____________ a 20%
discount on weekend hire, starting Saturday at 08.00 and ending Sunday at 20.00.
Our main (7) ____________ in the UK are in London and Birmingham, but we also have
(8) ____________ in France, Germany, and Italy. If you are thinking of hiring abroad you
will (9) ____________ details on our website.
Please let me know if I can be of (10) ____________ help.
Yours sincerely

Michael Craddock
Transport manager
 UNIT 4. QUOTATIONS 51
Practice 3. English - Vietnamese Translation
Opening
1. We thank you for your enquiry No.103 dated 13 March, 20- and have pleasure in
submitting our estimates as under.
_____________________________________________________________
_____________________________________________________________

you the TL20 television sets.

_____________________________________________________________
_____________________________________________________________
we regret to say that we have run out of stock of
K135 and for K136 we do not expect delivery until later this month.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Prices, payment and discount
4. We are sending you a copy of our latest price list under separate cover.
_____________________________________________________________
_____________________________________________________________
5. Because of their low price and the small profit margin we are working on, we shall not be
offering any trade discounts on this consignment.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
6. Our usual trade discount is 10%. However, in addition to this, 5% discount is allowed to
the wholesalers provided the minimum order is for 10,000 units.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
7. Please note that the above-mentioned prices are FOB Saigon Port excluding packing.
_____________________________________________________________
_____________________________________________________________
8. Prices are subject to variation without notice, in accordance with market fluctuation.
_____________________________________________________________
_____________________________________________________________
 52 UNIT 4. QUOTATIONS

Practice 4. Vietnamese - English Translation

1. Chúng tôi

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

và mua trong vòng 30

ngày,
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
n phòng , báo

.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
5. húng tôi vui này
y
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 4. QUOTATIONS 53

10%
.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
18% trên giá F.O.B, và

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
không cho khách hàng

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
9.

_____________________________________________________________
_____________________________________________________________
10. tiên ,
chú ngân hàng Vietcombank, thanh toán theo
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Practice 5. Letter-writing
Công ty anh ( )
.
- m iá cho khách và l
0
 54 UNIT 4. QUOTATIONS

- Vì công ty

-Y khách
Vietcombank, cho .
Dear Mr
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 5. OFFERS 55

UNIT 5. OFFERS

Learning Objectives
By the end of this unit, students will be able to:
- understand and identify the form and organization of an offer and what
parts it includes.
- identify offers for different types of products
- know how to use different terms and expressions in writing offers
- write offers for different types of products

PARTS OF AN OFFER
1. Opening
- Express thanks for inquiry
- Pleasure to offer
2. Terms and Conditions
- Commodity
- Quality and/or specification/description
- Quantity
- Price
- Payment
- Delivery
- Packing
- Validity
- Others
- Offer items not asked for
- Give comments/ remarks
- Promise
3. Ending
- Hope for future business
 56 UNIT 5. OFFERS

Part 1. Sample letters

1. Offer for sweaters

Dear Sir / Madam

We thank you for your enquiry of 30 August 20 and are pleased to offer you the goods
on request under the following terms and conditions:
Commodity: Sweaters for all age groups
Specifications: As per enclosed catalogue No. 246/TV and sample sent to you by post
today
Quantity: as required and specified in your order.
Price: as per attached price list and all the prices should be understood CIF Kobe
including packing.
Payment: to be made by confirmed irrevocable Letter of Credit, in United States
Dollars, opened through Tokyo Commercial Bank, 15 days prior to the shipment, valid
for 45 days, to the account of Vietcombank, Hochiminh city branch, in our favour for
the full value of the goods to be shipped, which mentioned: Transhipment, partial
shipment and re-export are prohibited.
Delivery: in one shipment in Mid October, 20
Packing: in export customary standard cartons, suitable for long sea voyage.
Validity: This offer
We are offering our sweaters which are excellent in quality, attractive in designs and
competitive in prices in order to start our sales in Japan. Provided your order is for
20000 pieces or more, we will be prepared to offer you a 2% discount from the total
value of your order.
We look forward to receiving your official order.
Yours faithfully

Encl.: Catalogue & Pricelist

 UNIT 5. OFFERS 57
Comprehension questions
1. What does the supplier offer?
_____________________________________________________________
2. Does the Supplier offer the specific quantity of goods?
_____________________________________________________________
3. Find the willing
_____________________________________________________________
4. How will the goods be packed?
_____________________________________________________________
5. When will the Supplier accept a 2% discount for the order?
_____________________________________________________________
2. Offer for garments
Dear Sir / Madam

the sizes you require. Nearly all the models you saw at our fashion show are obtainable,
except trouser suits in pink, of which the smaller sizes have been sold out. This line is
being manufactured continuously, but will only be available again in February, so could
be delivered to you in March.
All other models can be supplied by the middle of January 20---, subject to our receiving
your firm order by 15th November. Our C.I.F prices to be for sea/land transport to
Chicago. If you would prefer the goods to be sent by air freight, this will be charged extra
at cost.
Commodity: Trousers suits sizes 8 - 16 in white, yellow, red, turquoise, navy blue, black.
Sizes 12 - 14 also in pink
per 100: $2,650.00
Swinger dresses sizes 1 -16 in white, yellow, red, turquoise, black
per 100: $1,845.00
Prices: valid until 31 December, 20 --
Delivery: C.I.F. Chicago, sea freight
Payment: by irrevocable letter of credit, or cheque with order.
You will be receiving cuttings of our materials and a color chart. These were airmailed to
you this morning.
We hope you agree that our prices are very competitive for these good quality clothes, and
look forward to receiving your initial order.
Yours faithfully
 58 UNIT 5. OFFERS

Comprehension questions
1. What does the Supplier offer?
_____________________________________________________________
2. What term of payment does the Supplier mention?
_____________________________________________________________
3. What model cannot be offered?
_____________________________________________________________
4. Can the goods be sent by air freight?
_____________________________________________________________

_____________________________________________________________

3. Offer for aluminums fittings

Dear Sir /Madam

We thank you for your letter of 25 June, and are glad to inform you that all the items
listed in your enquiry are in stock. We are enclosing a pro forma invoice for the
aluminums fittings you are interested in; if you wish to place a firm order, will you
please arrange for settlement of the invoice by draft through your bank, and advise us
at the same time.
We can guarantee delivery in Melbourne within 3 weeks of receiving your instructions.
If you require the items urgently, we will arrange for them to be sent by air, but this
will, of course, entail higher freight charges.
We are enclosing details of our terms of payment, and would be happy to discuss
discounts with you if you would let us know how large your orders are likely to be.
We are also enclosing a copy of the report, which appeared in the March issue of The
Metal Worker, on our ALUMOY fittings.
We are looking forward to hearing from you, and assure you that your orders will
receive our immediate attention.

Yours faithfully
 UNIT 5. OFFERS 59
Comprehension questions
1. Are the goods concerned available for supply?
_____________________________________________________________
2. What term of payment does the Supplier mention?
_____________________________________________________________
3. What are enclosed with the letter?
_____________________________________________________________
4. How does the writer guarantee delivery?
_____________________________________________________________
5. Why does the writer enclose a copy of the report?
_____________________________________________________________

4. Offer for raincoats

Dear Sir / Madam

We are very glad to have your letter of 1 December and to hear that you have been
receiving enquiries about our weatherproof coats.
The Lifewater range you mention has been a great success wherever it has been
introduced, and we are already exporting it to several tropical countries, in both Asia
and Africa. Unlike many waterproof coats, the Lifewater does not cause excessive
condensation on the inside surface, and so would be suitable for your climate.
We can quote you the following prices:
- 250 Lifewater coats, women's, medium 37500
- 250 -do- small 375 00
- 250 -do- medium 49375
- 250 -do- small 43125
- F.O.B Liverpool 167500
- Freight Liverpool-Calcutta 5020
- Insurance 1830
_________
1,743.50
We will be able to ship the raincoats within 2 - 3 weeks of receiving your order.
We are grateful to you for your suggestion concerning an ultra-lightweight coat for the
Indian market, and are pleased to inform you that we have been looking into the
question of a suitable material for some time now. Our Research Department assure us
 60 UNIT 5. OFFERS

that they will have a model ready in the very near future, and we will come back to the
matter as soon as we have some definite news for you.

We are enclosing full details of our terms of business, and have sent you by separate
post a set of descriptive brochures of our products, and a supply of sales literature.
We look forward to hearing from you again.

Yours faithfully

Comprehension questions
1. What products is the buyer interested in?
_____________________________________________________________
2. What are the characteristics of the products?
_____________________________________________________________
3. What does the Seller offer concerning delivery?
_____________________________________________________________
4. What is the value of the offer?
_____________________________________________________________

_____________________________________________________________

5. Offer for floor covering

Dear Mr. Thompson
In your letter of 1 May you ask us to send you samples of our rubberized floor coverings
for use on rough surfaces. We appreciate your interest, and have today despatched a
range of qualities which we have selected specially to meet your needs.
All of these materials are robust and hard-wearing, and we particularly recommend
No.7 which is a synthetic substance developed by our research department to withstand
the wear and tear of rough, and uneven floors.
Please give the samples any test you wish: we are confident that they will stand up to the
roughest handling.
Our price-list is enclosed, together with our trade terms, as we think you will need these
 UNIT 5. OFFERS 61
when you have completed your tests. It will be a pleasure to quote you terms for contract
supplies, and our technical representatives are at your service at all times.
Yours sincerely
Comprehension questions
1. What does the Supplier offer?
_____________________________________________________________

_____________________________________________________________
3. Are the prices specifically mentioned in the letter?
_____________________________________________________________
4. What is the strong point of the materials?
_____________________________________________________________

_____________________________________________________________
 62 UNIT 5. OFFERS

Part 2. Vocabulary

Advise / inform sb of sth:

Bill of lading:
By separate post:
Commodity: tên hàng/ hàng hóa
Confirmed letter of credit:
Customary:
Draft
Export standard: theo tiêu
Find sth a ready sale:
Hard-wearing:
In your favour:
Irrevocable letter of credit:
Partial shipment:
Pro-forma invoice:
Substance:
Transhipment:
Validity:
Wear and tear:
Withstand:
 UNIT 5. OFFERS 63

Part 3. Helpful expressions

1. As a result of the favorable supply

situation we are able to offer you firm, for
immediate delivery. ngài, giao hàng ngay.
2. We thank you for your inquiry of 15 June
and are glad to learn of your requirements /
(to learn that you are

3. We have pleasure in receiving your

following offer / our offer with the terms

and conditions as follows.
4. You will find enclosed with this letter a

5. We can offer you for immediate shipment, uý ngài giao

6,000 tons of lubricant, as per sample LO34,

payment to be made by irrevocable letter of

credit as usual.
6. Payment is made against B/L, an invoice,
by L/C opened in our favor at London
Commercial Bank for the full value of the
commodity intended for the shipment.
7. The price quoted includes packing in
special export cases.

8. We offer the goods subject to their being

unsold on receipt of your order. bán

9. Please note that this offer is firm / valid

/ for (within) 15 days. trong vòng 15
ngày.
10. In view of the heavy demand for this
 64 UNIT 5. OFFERS

line, we advise you to order at once.

11. Due to demand of this commodity on the
world markets greatly exceeding the
supplies, we shall be unable to obtain further
supplies.
Ask for instructions
12. Please, cable your acceptance
immediately for the present offer remains
open for it within 15 days. vòng 15 ngày.
13. If our proposal is acceptable to you,
please confirm by return.
14. Please send us your instructions by telex
so as we can learn of your exact
requirement.
15. We look forward to receiving your early
official order.
16. We hope that you will take every
advantage of this exceptional offer and let us
have your purchase confirmation.
 UNIT 5. OFFERS 65
Part 4. Practices

Practice 1. Fill in the blanks with the appropriate words or phrases

1. Offer for plastic kitchenware

Dear Sir / Madam
pleased
We are very (1)_____________ enclosing
to have your enquiry, and are (2)_____________ the
requested
price list you (3) _____________, together with our terms of sale.
As you have evidently realized, plastic kitchenware is here to stay - it has already ousted
heavy and expandable metal, glass and china from the modern kitchen. Dealers who
have displayed our brightly coloured range have reported good sales even in the present
at
season, when hardware sales are usually (4) _____________ their lowest.
trade
After studying our prices and our liberal terms to the (5) _____________, you will
to
understand why we are working (6) _____________ meet
capacity to (7)_____________ the
let
demand. We would advise you, therefore, to (8)_____________. us have your order by
the end of the month, as this will enable you to have stock of our attractive lines by
Easter.
forward opportunity
We look (9) _____________ to the (10) _____________ of being of service to you.
Yours faithfully

2. Offer for furniture and fittings

Dear Sir / Madam
We (1) thank
_____________ you for your enquiry of 31 January, and can confirm our
informed
telephone conversation of yesterday, in which we (2) _____________ you that we can (3)
deliver
_____________ stock
part of the goods required from (4) _____________., in (5)
accordance
_____________ with the enclosed detailed offer. For the balance we would require
date
approximately three weeks from the (6)_____________ of receiving your confirmation
that this arrangement is acceptable.
quoted
Prices (7) _____________ are f.o.b. London.
parking
(8) _____________ in wooden cases.
Delivery as specified above.
against
Payment (9) _____________ documents, by banker's draft.
We hope your client will (10) _____________
find our terms and delivery dates satisfactory,
 66 UNIT 5. OFFERS

and we can assure you that you may count on our full co-operation and attention in this
matter.
Yours faithfully

3. Offer for fashion goods

Dear Sir / Madam
of
We thank you for your enquiry (1) _____________ 12 October, and appreciate your
products
interest in our (2) _____________
terms
Details of our export prices and (3) _____________ of payment are enclosed, and we
sent
have arranged for a copy of our catalogue to be (4_____________ to you today.
Our representative for Europe, Mr. Nam, will be in Paris from the 24th to the 30th of this
make
month, and we have asked him to (5) _____________ an appointment to visit you during
range
this period. He will have with him a full (6)_____________ of samples of our hand made
terms
lines, and is authorized to discuss the (7) _____________ of an order with you or to (8)
negotiate
_____________ a contract.
products
We think our (9) _____________ will be what you wish for the fashionable trade, and look
forward to the opportunity of (10) _____________
doing business with you.
Yours faithfully

Practice 2. Sort out the jumbled words below to make sentences typical of business
correspondence. Add capital letters and punctuation as necessary.
1. are /best/ the / all/ quality/ made/ material/ the/ from/ very/ items/.
all items are made from the very best quality material
_____________________________________________________________
_____________________________________________________________
2. prevents/ wool/ special/ the/ strength/ which/ shrinkage/ undergoes/ and/ a/ process/
increases/.
the wool undergoes a special process which prevents shrinkage and increases strength
_____________________________________________________________
_____________________________________________________________
3. all/ we/ one/ separate/ under/ each/ items/ cover/ of / have/ sample/ sent/ for/.
_____________________________________________________________
under separate cover, we have sent one of sample for each of all items
_____________________________________________________________
4. as/ compete/ the/ products/ of/ we/ exporting/ companies/ any/ quality/ with/ are/ our/
other/ can/ .
as we are exporting our quality products with other
companies
the quality of our products can compete with other companies as UNIT 5. OFFERS 67
we are exporting.
_____________________________________________________________
_____________________________________________________________
5. lower/ for/ similar/ The/ those/ are/ competitors/ of/ than/ prices/ products/ our/ quality/
offered/ of/ . similar quality
the prices offered are lower than those of our competitors for products of similar
_____________________________________________________________
quality.
_____________________________________________________________
Practice 3. English-Vietnamese Translation

1. This price is subject to change without notice.

_____________________________________________________________
2. We have cabled you our new price for our new sewing machine this morning. The new
price will become effective tomorrow.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
3. We should note you that our offer is subject to our standard conditions of sales.
_____________________________________________________________
_____________________________________________________________
4. We would remind you that the offer made in our last letter is valid for one month from the
date of the letter.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
5. At your request, we now keep this firm open for a further ten days from 10th March.
_____________________________________________________________
_____________________________________________________________
6. Our prices are in force if you order by return mail.
_____________________________________________________________
7. Our prices are binding until 30th June.
_____________________________________________________________
8. This offer is firm subject to your reply reaching us not later than the 22nd.
_____________________________________________________________
_____________________________________________________________
9. We offer you firm for three days on FOB basis.
_____________________________________________________________
 68 UNIT 5. OFFERS

10. In case of firm offers, we usually keep our offers open for three days.
_____________________________________________________________
_____________________________________________________________
Practice 4. Vietnamese-English Translation
u vào
_____________________________________________________________
_____________________________________________________________

và nhân xin
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
3. Chúng tôi vui hàng hóa và hy

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

4.
ngài .
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

h
o
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
 UNIT 5. OFFERS 69
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
ngày
15 tháng 8.
_____________________________________________________________
_____________________________________________________________

Practice 5. Letter-writing
1. .
khách hàng

-cutter)

khách.
B Dear Sir
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 70 UNIT 5. OFFERS

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

2. Write an offer on the following basic instructions

Your company is offering sweaters for women at the price of £20 per item. You can deal
with orders of any size. For orders of over £30,000, there will be a quantity discount of 2%.
Payment shall be made by an Irrevocable letter of credit, opened through London

that may be of interest to the buyer and add other information

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 6. ORDERS 71

UNIT 6. ORDERS

Learning Objectives
By the end of this unit, students will be able to:
- understand and identify the form and organization of an order and
what parts it includes.
- identify orders for different types of products.
- know how to use different terms and expressions in writing orders.
- write orders for different types of products.

PARTS OF AN ORDER
1. Opening
- Express thanks for offer/quotation
- Pleasure to order

2. Terms and Conditions

- Commodity
- Quality and/or specification/description
- Quantity
- Price
- Payment
- Delivery
- Packing and Marking
- Insurance (if any)
- Technical documents (if any)
- Guarantee (if any)
- Validity

3. Ending
- Hope for sales confirmation/ advice of dispatch
 72 UNIT 6. ORDERS

ACKNOWLEDGING ORDERS
An order should be acknowledged immediately if it cannot be fulfilled straight away. For
small, routine orders, a printed acknowledgement or a postcard may be enough, but a short
letter stating when delivery may be expected is better and also helps to create good will. If
the goods cannot be supplied at all, you should write explaining why and offer suitable
substitutes if they are available.

SALES CONFIRMATION
Parts of a sales confirmation
Acknowledge receipt of order with thanks, confirm to sell, advise dispatch.
Confirm the essential parts.
Adding favorable comments.
Hope for the future business, further orders.

DECLINING AN ORDER
There may be times when a supplier will not accept a buyer's order:
- He is not satisfied with the buyer's terms and conditions.
- The buyer's credit is suspect.
-
Whatever your reason, you must be polite: the words reject and refuse have a negative tone
to them, therefore it is better to use decline or turn down instead. Utmost care should be
taken when writing to reject an order so that good will and future business are not affected.
PARTS OF A DECLINE
Acknowledge receipt of order with thanks and regrets
State the reasons
Propose an alternative product (if one is available)
Hope for the opportunity to be of the service to them another time.

COUNTER-OFFER
When a supplier receives an order which cannot be met for some reason, any of the following
options are available:
Send a substitute.
 UNIT 6. ORDERS 73
Careful judgment will be required, however, since there is the risk that the customer may be
annoyed to receive something different from what was ordered. It is only advisable to send a
substitute if a customer is well known or if there is a clear need for urgency. Such substitutes

both ways.
DELAY IN SHIPMENT
If goods are held up either before or after they are sent, you must keep your customer
informed. Let him know what has happened, how it happened, and what you are doing to
correct the situation.
 74 UNIT 6. ORDERS

Part 1. Sample letters

1. Placing an order for fancy rush mats

Dear Sir / Madam
Order No. 1001/RM
We thank you for your offer No. 303/RM dated 10th July and have pleasure in placing
our order on the following terms and conditions:
Commodity: fancy rush mats
Quality and specifications: as per attached specification and designs.
Quantity: 5,000 (five thousand) pieces
Price: Unit price: USD 0.45/piece
Total value: USD 1,250.00. (In words: one thousand two hundred and fifty US dollars
only). The price is C.I.F. Hamburg including packing, subject to Incoterms 2000.
5. Payment: By an irrevocable letter of credit opened in favor of the seller to the account
at Vietcombank, Hochiminh city and confirmed by London Commercial Bank, 15 days
prior to the first shipment, which mentions: Partial shipment is allowed.
6. Delivery: 3,000 Ps in September, 20 ; 2,000 Ps in October, 20
7. Packing and marking: to be wrapped in strong rush matting, steel hooped, 20 pieces
in one bag, and marked 1001/2/TVTL
8. Insurance: The goods are required to be insured under Marine All Risks terms from
warehouse Vietnam to warehouse Hamburg. The insurance is to be effected with a first
class Vietnamese or foreign insurance company.
Please confirm your acceptance of this order and such acceptance should arrive not
latter than 14 days after the date of this order.
Yours faithfully
For International Import CO.
(Signed)
M. Belter
Purchasing Manager
Comprehension questions
1. Who is the writer?
_____________________________________________________________
2. What does the supplier offer?
_____________________________________________________________
 UNIT 6. ORDERS 75
3. Which reference identifies the mats?
_____________________________________________________________
4. What method of payment has been arranged?
_____________________________________________________________
5. If the letter had been begun with Dear Mr___, what would the complimentary close be?
_____________________________________________________________

2. Order form for sweaters

F. Lynch & Co. Ltd.

Nesson House, Newell Street, Birmingham B3 3EF, UK
Telephone: 021 236 789 Fax: 021 236 8592 Telex: 341641

Hoang Gia Co., Ltd. 9 March 20--

76 Tran Phu Street District 5
Hochiminh city, Vietnam
ORDER No. 3678
Quantity Item description Cat. No. Price c.i.f. London
5,000 V Neck: 3,000 R 432 USD 13.80 each
4,000 Black/ 1,500 Beige R 541 USD 12.60 - do -
Crew Neck: 1,500
Note: subject to 5% quantity Total value: ..........
discount (In words: ...........)
Comments:
15% Trade Disc. Payment: by D/P
Shipment: 6 weeks from the date of this order
Packing: in customary export cases.
For F. Lynch & Co. Ltd
(signed)
L. Crane
Chief Buyer

Comprehension questions
1. Who is the writer?
_____________________________________________________________
2. Which reference identifies the sweaters?
 76 UNIT 6. ORDERS

_____________________________________________________________
3. What sort of discounts has been agreed?
_____________________________________________________________
4. By when should the order be delivered?
_____________________________________________________________
5. If F. Lynch & Co. has further correspondence with Hoang Gia Co. on this order, what
reference would they use?
_____________________________________________________________

3. Placing an order for Crockery

Dear Mr Merton
Please find enclosed an order (R1432) from our principals, MacKenzie Bros Ltd., 1-S
Whale Drive, Dawson, Ontario, Canada.
They have asked us to instruct you that the 60 sets of crockery ordered should be
packed in six crates, ten sets per crate, with each piece individually wrapped, and the
crates marked clearly with their name, the words 'fragile', 'crockery', and numbered
1-6.
They have agree to pay by letter of credit, which we discussed on the phone last week,
and they would like delivery before the end of this month, which should be easily
effected as there are regular sailings from Liverpool.
If the colors they have chosen are not in stock, they will accept an alternative provided
the designs are those stipulated on the order.
Please send any further correspondence relating to shipment or payment direct to
MacKenzie Bros. and let us have a copy of the commercial invoice when it is made up.

Yours sincerely

Comprehension questions
1. What instructions have been given about packing?
_____________________________________________________________
2. What method of payment has been arranged?
_____________________________________________________________
3. Why should there be no problem for the manufacturer to deliver within four weeks?
 UNIT 6. ORDERS 77
_____________________________________________________________
4. Will substitutes be acceptable if the manufacturer is out of stock of any items?
_____________________________________________________________
5. Which words have a similar meaning to the following?
a. cups, saucers, plates, etc. d. stated
b. large, wooden boxes e. completed
c. easily damaged or broken

4. Advice of despatch
Dear Mr / Ms
Order 81432
The above order has now been completed and sent to Liverpool Docks where it is awaiting
loading onto SS Manitoba which sails for Dawson Canada on the 16 July and arrives on
30th July.
Once we have the necessary documents we will hand them to Burnley City Bank, your
bank's agents here, and they will forward them to the Canadian Union Trust Bank.
We have taken special care to see that the goods have been packed as per your
instructions; the six crates being marked with your name, and numbered 1 - 6. Each crate
measures 6ft x 4ft x 3ft and weighs 5cwt.
We managed to get all items from stock with the exception of Cat. No. G16 which we only
had in red. But we included it in the consignment as it had the Willow pattern you asked
for.
If there is any further information you require, please contact us. Thank you very much for
your order, and we look forward to hearing from you again soon.
Yours sincerely
Comprehension questions
1. How will the consignment be sent?
_____________________________________________________________
2. When is it due to arrive in Canada?
_____________________________________________________________
3. What will happen to the documents once the seller receives them?
_____________________________________________________________
4. What did the seller do about the item they could not supply?
_____________________________________________________________
5. Which words in the email have a similar meaning to the following?
 78 UNIT 6. ORDERS

5. Delay in delivery - Reason: bankruptcy of supplier

Dear Mr./ Ms ...

I am writing to you concerning your order, No. CU 1154/d which you placed four
weeks ago. At that time we had expected to be able to complete the order well within
the delivery date we gave you which was 18 June, but since then we have heard that our
main supplier of chrome has gone bankrupt.
This means that we have to find another supplier who could fulfill all the outstanding
contracts we have to complete. As you will appreciate this will take some time, but we
are confident that we should be able to arrange to get our materials and deliver
consignments to our customers by the middle of next month.
The units themselves have been assembled and simply now need completing. We regret
this unfortunate situation over which we had no control and apologize for the
inconvenience. If you wish to cancel the order it would be quite understandable, but we
stress that we will be able to complete delivery by next month and would appreciate it if
you could bear with us till then.
Please let us know your decision as soon as possible. Thank you for your consideration.
Yours sincerely
Comprehension questions
1. Why has the seller not completed the order?
_____________________________________________________________
2. How do they intend to overcome the problem?
_____________________________________________________________
3. When do they now expect the order to be completed?
_____________________________________________________________
4. Can the buyer cancel the order if they want to?
_____________________________________________________________

_____________________________________________________________
 UNIT 6. ORDERS 79

Part 2. Vocabulary

Alternative:
Case: thùng hàng (kín)
Counter-offer: hoàn chào giá
Crate:
Crockery:
Effect:
Fancy rush mats: hoa
Fragile:
Instruction:
Item:
Mark:
Outstanding (balance/account):
Principals:
Quantity discount:
Sailings:
Steel hooped: ai thép
Subject to:
Wrap: gói
 80 UNIT 6. ORDERS

Part 3. Helpful expressions

1. We thank you for your offer No. 303/RM Chúng tôi c
dated 10th July.
2. We have pleasure in placing our order on
the following terms and conditions.
3. Payment is to be made by an irrevocable
letter of credit opened in favor of the seller to
the account at Vietcombank.
4. They have asked us to instruct you that the
60 sets of crockery ordered should be packed
in six crates, ten sets per crate, with each piece
individually wrapped, and the crates marked
clearly with their n
6.
6.
5. If the colors they have chosen are not in
stock, they will accept an alternative provided
the designs are those stipulated on the order.
6. Let us have a copy of the commercial
invoice when it is made up. sau khi
7. The above order has now been completed
and sent to Liverpool Docks where it is
awaiting loading on to SS Manitoba which wson, Canada.
sails for Dawson Canada.
8. We have taken special care to see that the
goods have been packed as per your
instructions. ngài không.
9. We managed to get all items from stock Chúng tôi
with the exception of Cat. No. G16 which we -ta-lô, là
only had in red.
10. We regret this unfortunate situation over Chúng tôi
 UNIT 6. ORDERS 81
which we had no control and apologize for the
inconvenience.

Part 4. Practices
Practice 1. Fill in the blanks with the appropriate words
1. Letter 1
Dear Mr Delmas
at
Thank you for your order No. R497 which we are (1)_________ present making (2)
up packed
_________ The instruments will be (3) _________ individually in 8 crates numbered and
with
marked (4) _________ sent
our logo. They will be (5) _________ airfreight CIF Marseille to
later
reach you no (6) _________ than 18 May.
Our invoice showing the 12% trade and 3% quantity (7) _________, discounts the insurance
way
certificate, and the air (8) _________ -bill will be sent to the Bank of Marseille as (9)
requested
_________
sincerely,
Yours (10) _________
Harald Kjaer
Sales Manager

2. Letter 2
concerning your
Further to our telephone conversation on Friday, I am writing to you (1) _________
order, No. SX1940, which was (2) placed
_________ with us on 10 January.
apologize for the delay in processing this order. This was due to a
Once again, I must (3) _________
malfunction
staffing (4) _________ . However, since I spoke to you, we have (5) taken on four new
_________
employees at our depot, and I am pleased to tell you that your order is now ready for
reach
despatch. It will (6) _________ you within five working days.
care
Special (7) _________ has been taken to ensure that the (8) consignment
_________ has been packed
according to your requirements. Each item will be individually wrapped to (10)
(9) _________
prevent
_________ damage.

3. Choose the best verb or phrase to complete each sentence

1. We would like to _____________an order with you for 5,000 units.
2. As we are unable to supply the quantity you asked for, we would have no objection if you
preferred to _____________your order.
3. I am writing to _____________your order, which we received this morning, for 20

4. We are pleased to inform you that your order K451 has already been _____________ from
 82 UNIT 6. ORDERS

our depot.
5. Please _____________ your order in writing, so that we can inform your distribution
depot.
6. Your order was _____________ yesterday on the MV Oxford.
7. Unfortunately, we shall have to _____________your order unless payment is settled in
cash.
8. I would like to reassure you that your order will be _____________ in our depot by staff
who have experience in handling these delicate materials.
9. As soon as the bank _____________ the shipping documents, the credit will be released.
10. If some of the items are out of stock, please do not send _____________
Practice 2. Underline the correct word in the brackets

We are pleased to (2) (advise, advice, guide) you of the despatch of (3)(order, command,
request) number ML/D6320 which was collected this morning for (4) (jet, plane, air)
freighting to London by Air India.

We enclosed the air way-(5) (receipt, bill, invoice), insurance (6) (note, certification,
certificate), and (7) (invoice, bill, receipt) for freight and insurance charges.

We look forward to (8) (further, later, latter) orders from you.

Yours (9) (sincerely, faithfully, regards)
(signed)

Dillip Patel
Export Manager
Enc: (10) (3, 2, 4)

Practice 3. Match the word in column A with the definition in column B

A B
1. Compliments slip a. Person or organization that conveys goods to their
destination.
 UNIT 6. ORDERS 83
2. Invoice b. Letter accompanying a document or goods, explaining the
contents.
3. Forwarding agent c. List of goods or services that states how much must be
paid for them.
4. Settlement d. Document informing a customer that a consignment is on
its way to them.
5. Airway bill e. Amount taken off the usual selling price of goods because
the buyer is purchasing a large quantity.
6. Ship
7. Covering letter g. To send goods by road, rail, air, or sea.
8. Advice note h. Document that gives information about goods sent by air.
9. Trade discount i. Payment of an account
10. Quantity discount j. Amount taken off the usual selling price of goods when
they are sold by a manufacturer or wholesaler to a retailer.

Practice 4 All the sentences below given reasons for refusing an order. Match the
sentences in column A with sentences in column B with similar meanings.
A B
a. Unfortunately, we do not have the
capacity to supply an order as large as this.

pay cash. price our products as cheaply as possible.

3. We cannot offer the discount you
suggest as our profit margins are short time.
extremely low.
fill this huge order: d. We have stopped manufacturing this
product as there is no longer sufficient
six months. demand.
5. Unfortunately, we cannot guarantee e. We regret that we would only be prepared
delivery within five working days. to supply on a cash basis.

Practice 5. English-Vietnamese Translation

1. We are pleased to inform you that we have already made up your order, No. 9901/1/5, for
ements for shipment to
Rotterdam.
 84 UNIT 6. ORDERS

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
2. Your order No. 6712/1 is now being processed and should be ready for dispatch by next
week.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
3. We have pleasure in supplying 60 tons with first shipment of 30 tons and followed by the
balance which we will further inform you after we receive shipment notice of the first order
of 30 tons.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
4. I was surprised and sorry to hear that your consignment (Order No. B145) has not reached
you. On enquiry I found that it had been delayed by a local dispute on the cargo vessel SS
Hamburg on which it had been loaded. I am now trying to get the goods transferred to the SS
Samoa which should sail for Yokohama before the end of next week. However, I shall keep
you informed.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
5. I am writing to tell you that there will be a three-week delay in delivery. This is due to a
fire at our Greenford works which destroyed most of the machinery. Nevertheless, your order
has been transferred to our Slough factory and is being processed there. I apologize for the
delay which was due to circumstances beyond our control.
_____________________________________________________________
_____________________________________________________________
 UNIT 6. ORDERS 85
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
6. We regret to inform you that there will be a hold up/ delay in getting your consignment to
you. This is due to the cut in supplies from Gara where civil war suddenly broke out last
week. We have contacted a possible supplier in Lagos and he will let us know if he can help
us. If you wish to cancel your order, you may, but I think you will find most manufacturers
are experiencing the same difficulties at present.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
7. We are sorry to say that we are completely out of stock of this item and it will be at least
six weeks before we get our next delivery, please contact us then.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
8. Thank you for your order for heavy-duty industrial overalls. Unfortunately we have run
out of the strengthened denim style you asked for. As you have particularly requested only
this material, we will not offer a substitute, but will inform you immediately we receive
delivery of a new consignment. This will be within the next two months.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
9. We receive your order for ACN dynamos today, but regret that due to a strike at the ACN
factory we are unable to fulfil it at present. We are aware that other models will not suit your
requirements, but hope that the dispute will be settled soon and that we will be able to supply
you. We will keep you informed of developments.
_____________________________________________________________
 86 UNIT 6. ORDERS

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
10. We never offer quarterly terms on initial orders, even to customers who can provide
references. However, we might consider this sort of credit once we have established a trading
relationship.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Practice 6 Vietnamese-English Translation

mua theo
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
 UNIT 6. ORDERS 87
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
7. Chúng tôi mong
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

khác.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
Practice 7. Letter-writing

-C công ty -ta-lô
- KEY cho ta

-
 88 UNIT 6. ORDERS

- g, ta

Dear Sir.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 7. PAYMENT 89

UNIT 7. PAYMENT

Learning Objectives
By the end of this unit, students will be able to:
- understand and identify different types of bank and business
documents.
- analyze the purpose of different types of documents relating to
business and banks.
- know how to use different business terms and expressions in
writing documents such as requests, orders, invoices, statements and
covering letters.
- write different types of documents relating to business, banks,
customers and suppliers.

Part 1. Sample letters

I. PAYMENT IN FOREIGN TRADE BY L/C
1. Payment by L/C

Dear Sir / Madam

Re: Our order No. 361

We would like to thank you for your quotation for paints and details of the arrangements
for payment. We now wish to place the enclosed order with you. As we are in urgent need
of several of the items, we should be glad if you would make up and ship the order at your
earliest convenience.

We have instructed Vietcombank Hochiminh City to open a credit for US $15,000 in your
favor, effective until 10th November. The credit will be confirmed by Barclays Bank
London E.C.3 who will accept your draft on them at 60 days for the full amount of your
invoice. Please attach the following documents to your draft:
- Bill of Lading in duplicate
- Commercial Invoice, in triplicate
- Insurance Policy for US $ 15,000.
Your invoice should include C.I.F. London, and the amount of your credit is sufficient to
 90 UNIT 7. PAYMENT

cover invoice cost and your bank commission on the draft.

Please advise us by airmail when the goods have been dispatched.

Yours faithfully
Comprehension questions
1. What method of payment has been arranged?
_____________________________________________________________
2. When does the L/C expire?
_____________________________________________________________
3. What is the value of the credit?
_____________________________________________________________
4. What kind of draft is used?
_____________________________________________________________
5. What documents are required for payment?
_____________________________________________________________

Dear Mr. / Ms.

We have received your order and are pleased to confirm that all the items required are
in stock. It is a pleasure to have the opportunity of supplying you and we are quite sure
you will be satisfied both with the quality of our goods and service.
Your choice of payment is quite acceptable to us, and we note that this will be by
irrevocable letter of credit for a sum not exceeding US $ 15,000, valid until 10th
November. When we receive confirmation of this credit from the Barklay Bank London
E.C.3, we will make up your order and despatch the goods immediately.
We may assure you that this order and all your further orders will receive our prompt
attention.
Yours sincerely
 UNIT 7. PAYMENT 91
Comprehension questions
1. Does the supplier accept the suggested method of payment?
_____________________________________________________________
2. What kind of L/C does the supplier suggest?
_____________________________________________________________
3. When will the order be delivered?
_____________________________________________________________

2. Documentary credit stages in transaction

The stages in a documentary credit transaction are as follows:

(1) The buyer asks their bank to issue a L/C in favour of the Seller.

(3) The exporter dispatches the consignment to the buyer and presents the shipping
documents to the advising bank.
(4) The advising bank checks the documents and pays the seller (if it acts as a correspondent
bank of the issuing bank)
(5) The advising bank notifies the issuing bank that the documents have been presented and
forwarded to them.
(6) The issuing bank checks the documents, pays the advising bank.
(7) The issuing bank releases the shipping documents to the buyer and debits their account.
(8) The buyer collects the consignment by presenting the documents to the carrier.

a. Buyer approaches Bank

Dear Sir / Madam

the next six months and would like to make use of international payment facilities by
opening a series of monthly cre

shipment as they are made.

Please let us know on what terms you would be prepared to arrange the necessary
credits and to handle the shipping documents for us.
 92 UNIT 7. PAYMENT

Yours faithfully

b. Bank offers to provide credit

Dear Sir / Madam

We thank you for your inquiry of 15th March. We shall be pleased to handle the
shipments (referred to) and arrange for the necessary documentary credit with our
Bank against deposit of Bill of Lading and other shipping documents. If you complete
and return the enclosed form we will make the arrangements.
Our commission charges for irrevocable documentary credits would be 1/8 to 1/4% on
each of the monthly credits, to which must be added 1/4% for irrevocable credits and
also our charges for such items as telegrams and postages. In return for these charges
you have our assurance that your interests would be carefully protected.
Yours faithfully

c. Buyer instructs Bank

Dear Sir / Madam
I have completed and enclose the form of application for a documentary credit received
with your letter of 17th March and shall be glad if you will arrange by telegram to open
for our account with your bank
credits to be valid untill 30th September next.
To enable them to use the credits the company must present the following documents:
- Bill of lading in triplicate
- One copy of the invoice
- Certificate of policy of insurance and Certificate of Origin
and draw on your bank at 60 d/s for each consignment for the value of about £2,000.
Yours faithfully

d. Bank agrees to open credit

Dear Sir /Madam
As instructed in your letter of 20th March we are arranging to open a documentary credit
in your favour valid until 30th September. You will find enclosed a copy of our telegram
 UNIT 7. PAYMENT 93
opening the credit. We shall be glad if you will check it to ensure that it agrees with your
instructions.
As soon as the credits are used we will debit your account with the amount notified to us
as having been drawn against them.
We shall take all necessary steps to make sure that your instructions are carefully carried
out, but wish to make it clear that we cannot assume any responsibility for the safety of the
goods, or for delays since these are matters beyond our control.
Yours faithfully

e. Buyer notifies Exporter

Dear Sir / Madam

This is to inform you that we have opened irrevocable credits in your favour for £2,000 a
mon

accepting your draft, which should include al/ charges, the bank will require you to
produce the following documents:
- Bill of lading in triplicate
- One copy of the invoice covering C.I.F...
- Certificate of policy of insurance
- Certificate of origin
We will expect your first consignment about the middle of August.
Yours faithfully

f. Bank issues L/C

Dear Sir / Madam

irrevocable credits for £2,000 in your favour, valid until 30th September next. You have
authority to draw on us at 60 days against these credits for the amount of your invoices

which are to be delivered to us against our acceptance of the drafts:

- Bill of lading in triplicate
- Commercial invoice
- Insurance certificate of policy
 94 UNIT 7. PAYMENT

- Certificate of Origin
Provided you fulfill the terms of credit we will accept and pay at maturity the drafts
presented to us under these credits and, if required, provide discounting facilities at
current rates.
Yours faithfully

g. Exporter presents documents

Dear Sir / Madam

Referring to your advice of 30th March, we enclose shipping documents for the first of the
monthly consignments to...
As required by them we have included all charges in our invoice which amounts to
£1,725.75 and enclose our draft at 60 days for this sum. We shall be glad if, after
acceptance, you will discount it at the current rate and remit the net amount to our
account with...
We thank you for your help in this matter.
Yours faithfully

h. Bank debits Buyer

Dear Sir / Madam

As instructed by your letter of 20th March, our bank has for your account a bill for

this our charges amounting to £4.30.

The ship left... on 22nd Apr
documents for this consignment are now with us and we shall be glad if you will arrange
to collect them.
Yours faithfully
 UNIT 7. PAYMENT 95
II. INVOICES AND STATEMENTS
1. Invoices
Invoices are not only requests for payment but also records of transactions which give both
the buyer and seller information about what has been bought and sold, the terms of sale and
details of the transaction.

Sample invoice

INVOICE No. 10961A3

GLASTON POTTERIES
Clayfield, Burnley 8810 180
Tel- 0315 46125 Fax:0315 63182 Telex: 8801773
MacKenzie Bros. Ltd.
11 July 20-
1-5 Whale Drive Dawson, Ontario, CANADA
Your order No. DR1432
Quantity Description Cat. No. £ each £
35 Earthenware R194 @ 25.00 set 875.00
10 Wedgwood W161 @ 37.50 set 375.00
15 Bone/Tea T21 @ 12.00 set 180.00
10 Staffordshire Red S73 @ 22.60 set 226.00
c.i.f. 1656.00 1656.00
Less Cost & Freight
Liverpool/Dawson 147.00
Less Insurance 92.00
10% discount off net price 1417.00 Less Disc. 141.70
Total 1514.30
E&O.E. Registered No. 716481 VAT Reg. No. 133 5341 08

This is a rather complicated invoice. It is from Glaston Potteries to their Canadian customers
MacKenzie Bros. It would be sent with copies and shipping documents to The Canadian
Union Trust Bank via the Burnley Bank who are their agents in England.
 96 UNIT 7. PAYMENT

Comprehension questions
1. Which reference would MacKenzie use when refering to this invoice?
_____________________________________________________________
2. What does the sign @ mean in the calculations?
_____________________________________________________________
3. What is the net total of the invoice?
_____________________________________________________________
4. What charges have been taken off the gross price?
_____________________________________________________________
5. How have Glaston Potteries indicated they have the right to correct the invoice if there is a
mistake?
_____________________________________________________________
_____________________________________________________________

2. Covering letter with invoice

It is not normal necessary to send a covering letter with an invoice, particularly when the
invoice is sent with the goods. If the invoice is sent separately a short but polite covering
letter may be sent with it.

a. For non-regular customer

Dear Sir / Madam

Your order No. AW25
We are pleased to enclose our invoice No. B832 for the polyester shirts ordered on 13
August.
The goods are available from stock and will be sent to you immediately we receive the
amount due, namely $1342
Yours faithfully
 UNIT 7. PAYMENT 97
b. For regular customer

Dear Sir / Madam

Your order No. AW25
Our invoice No. B832 is enclosed covering the polyester shirts ordered on 13 August.
These shirts have been packed ready for despach and are being sent to you, carriage paid,
by rail. They should reach you within a few days.

Yours faithfully
3. Statements of account

Rather than requiring immediate payment of invoices, a supplier may grant his customer
credit in the form of open account facilities for an agreed period of time. At the end of this
period, a statement of account is sent to the customer, listing all transactions between the
seller and the buyer for that period.

STATEMENT - SEYMORE FURNITURE Ltd.

Tib Street, Maidenhead, Berks SL6 5D2
Telephone: 0626 26755-Registered No. 16574397 London
VA T No. 131 6188 37
C.R Mendez SA 31 May 20--
Avda del Ejercito 83
E-48015 Bilbao
Date Item Debit Credit Balance
20--
1 May Account 270.00
Rendered
Inv: L8992 60.00 330.00
D/N 311 12.00 342.00
Cash 100.00 242.00
Inv. L8995 720.00 962.00
C/N C517 40.00 922.00
Cash 600.00 322.00
E. & O. E. Cash Disc. 3% if paid within 7 days
Comprehension questions
 98 UNIT 7. PAYMENT

1. What do D/N and C/N stand for?

_____________________________________________________________
2. How much did CR Mendez SA owe at the beginning of the month?
_____________________________________________________________
3. How much was the error in their favour?
_____________________________________________________________
4. What was the total amount of their purchases during May?
_____________________________________________________________
5. Is there an allowance for payment within a certain time?
_____________________________________________________________
III. SETTLEMENT OF ACCOUNTS

1. Advice of payment

Dear Mr./ Ms.

Thank you for being so prompt in sending the documents for our last order No. 14463. We
have accepted the sight draft, and the bank should be sending you an advice shortly.
We have been dealing with you on a cash against documents basis for over a year and
would like to change to payment by 40-day bill of exchange, documents against
acceptance.
When we first contacted you last February, you told us that you would be prepared to
reconsider terms of payment once we had established a trading association. We think that
sufficient time has elapsed for us to be allowed the terms we have asked for. If you need
references, we will be glad to supply them.
As we will be sending another order within the month, could you please confirm that you
agree to these new terms of payment?
Yours sincerely

Comprehension questions
1. How does the letter begin?
_____________________________________________________________
2. What do you think is the other purpose of this letter?
_____________________________________________________________
 UNIT 7. PAYMENT 99
3. What term of payment does the writer want?
_____________________________________________________________

2. Acknowledgement of payment
Dear Mr./ Ms.
Thank you for your letter of ... enclosing cheque for $... in full settlement of our invoice
dated...We enclose our official receipt.
Yours sincerely
3. Delayed payment
a. Request for more time
Dear Mr. / Ms.
I am sorry that we were not able to clear your November statement for $3,880 and
December invoice, No.7713 for $289. We had intended to pay the statement as usual, but
a large cash shipment to one of our customers in Australia was part of the cargo
destroyed in the fire on the SS Tippa when she docked-in Bombay in late November.
Our insurance company have promised us compensation within the next few weeks, and
once we have received this, the account will be paid in full.
We know you will appreciate the situation and hope you can bear with us until the matter
is settled.
Yours sincerely
Comprehension questions
1. What is the outstanding balance?
_____________________________________________________________
2. What explanation is given for non-payment?
_____________________________________________________________
3. Why is the writer confident that she / he can clear the account?
_____________________________________________________________

_____________________________________________________________
b. Replying to request for more time
Dear Mr. / Ms. ...
Thank you for your letter of 5 January regarding our November statement and December
invoice No. 7713.
We were sorry to hear about the difficulties you have had, and understand the situation,
 100 UNIT 7. PAYMENT

but would appreciate it if you could clear the account as soon as possible, as we ourselves
have suppliers to pay.
We look forward to hearing from you soon.
Yours sincerely

Comprehension questions

_____________________________________________________________
2. Why does the writer want the buyer to pay as soon as posible?
_____________________________________________________________

c. Request for an extension

Dear Mr./Ms. ...
I am sorry to tell you that I will not be able to meet my bill, No. BE7714 due on 6 June.
My government has put an embargo on all machine exports to Zurimba, and consequently
we have found ourselves in temporary difficulties as we had three major cash
consignments for that country. However, I am at present discussing sales of these
consignments with two large Brazilian importers, and am certain that they will take the
goods.
Could you allow me a further 60 days to clear my account, and draw a new bill on me,
with interest of, say 6% added for the extension of time?
I would be most grateful if you could help me in this matter.
Yours sincerely
Comprehension questions

_____________________________________________________________
2. How does the writer intend to get the money for the cargo he cannot sell to Zurimba?
_____________________________________________________________
3. What solution does he suggest to the problem?
_____________________________________________________________
4. Which word

_____________________________________________________________
 UNIT 7. PAYMENT 101
d. Reply to request for an extension
Dear Mr. Franksen
Bill No. BE 7711
I was sorry to learn about the embargo your country has placed on exports to Zurimba
and of the problems this has created. However, the above bill has already allowed credit
for 40 days, and although I appreciate your offer for an additional 6% interest on the
£4,360 outstanding, it is financially impossible to allow a further 60 days credit as I
myself have commitments.
I think the following solution might help us both.
You need not add interest on the present amount, but I have enclosed a new draft
(BE7731) for £2,180 which is half the outstanding balance, and will allow you 40 days to
pay it. But I expect you to pay the remainder viz. £2,180 by banker's draft.
Please confirm your acceptance by signing the enclosed bill and returning it to me with
your draft by return of post.
I wish you luck with your negotiations with the Brazilian importers and hope that this
setback will soon be resolved.
Yours sincerely
Encl. Bill BE 7731

Comprehension questions

_____________________________________________________________
2. Why does he say he cannot wait further 60 days for payment?
_____________________________________________________________
3. Does he want the 6% interest added on?
_____________________________________________________________
4. What compromise does he suggest?
_____________________________________________________________
5. How will he know that Mr. Franksen has accepted his offer?
_____________________________________________________________

4. Request for payment

a. First request
Dear Mr./ Ms.
I am writing to ask why you have not settled our invoice No. H931 for
£919.63, a copy of which is enclosed.
 102 UNIT 7. PAYMENT

I know that since we began trading you have cleared your accounts
regularly on the due dates. That is why I wondered if any problems have
arisen which I might be able to help you with. Please let me know if I can
be of assistance.
Yours sincerely

Comprehension questions
1. What is enclosed with the letter?
_____________________________________________________________
2. Why is the writer so surprised when the buyer delayed in payment?
_____________________________________________________________

b. Reply to the first request

Dear Mr. / Ms. ...
I was surprised to receive your letter of the 20th November in which you said you had not
received payment for invoice No. H931.
I instructed my bank, The Welsh Co-operative Bank, Swansea, to credit your account in

As my bank statement showed the money had been debited to my account, I assumed that it
had been credited to your account as well. It is possible that your bank has not advised
you yet. Could you please check this with Barnley's, and if there are any problems let me
know, so that I can make enquiries here?
Yours sincerely
Comprehension questions

_____________________________________________________________
2. What problem may be here?
_____________________________________________________________
3. What does he suggest the supplier should do?
_____________________________________________________________
 UNIT 7. PAYMENT 103
c. Second request
Dear Mr. / Ms. ...
We wrote to you on 10 August and enclosed copy invoices which made up your June
statement, the balance of which still remains outstanding.
Having dealt with you for some time, we were disappointed in neither receiving your
remittance nor any explanation as to why the balance has not been cleared. Please would
you either send us a reply or cheque to clear the account within the next seven days? Thank
you.
Yours sincerely

Comprehension questions
1. How did the writer feel when writing this letter?
_____________________________________________________________
2. What does the writer ask the buyer to do?
_____________________________________________________________
d. Reply to the second request

Dear Mr. Costello

First let me apologize for not having cleared your June statement or replying to your
letter of 10 August. However, I am surprised that you did not receive our circular letter
informing all our suppliers that we were moving from Milano to Torino. I have checked
our postbook, and find that a letter was sent to you on June 30.
As you will see from the copy enclosed, we warned suppliers that during the move, there
might be some delay in clearing accounts and replying to correspondence, as the move
would involve replacing more than half our staff with new people who needed time to get
used to our accounts and filing systems.
You will be pleased to hear that we have now settled into our new offices and will have a
fully trained staff by the end of next month. Meanwhile, I am enclosing a cheque for
$300,000 on account, and will send a full settlement of your June statement within the
next few days.
Could you please note our new address, which is on the heading of this letter, for future
reference?
Yours sincerely
Accountant
Enc. Bank Draft No. 427322 for $300,000
 104 UNIT 7. PAYMENT

Comprehension questions

_____________________________________________________________
2. What has the writer done about the outstanding account and what will he do in the near
future?
_____________________________________________________________
3. What is the value of the cheque enclosed?
_____________________________________________________________
4. What has he asked Mr. Costello to do to ensure that letters get to him?
_____________________________________________________________
e. Third request
Dear Mr. / Ms.
Account No. TY G 996 14
I wrote to you on two occasions, 21 October and 14 November, concerning the above
account which now has an outstanding balance of £1541.46 and is made up of the copy
invoices enclosed.
I have waited three months for either a reply to explain why the balance has not been
cleared, or a remittance, but have received neither.
Although I am reluctant to take legal action to recover the amount, you leave me no
alternative. Therefore, unless I receive your remittance within the next ten days, my solicitors
will be instructed to start proceedings to recover the debt.
Yours sincerely
Encl. invoice copies
Comprehension questions
1. What is enclosed with the letter?
_____________________________________________________________
2. How long has the balance remained unpaid?
_____________________________________________________________
3. Does the writer plan to take legal action?
_____________________________________________________________

_____________________________________________________________
 UNIT 7. PAYMENT 105

Part 2. Vocabulary

At maturity:
Clear a balance:

Documentary credit:
Draw on:
Due date: ngày
First/ second/ third request:
Outstanding: q
Open account:
Overdue account:
Present:
Remittance:
Shipping documents:
Solicitor:
Statement of account:
Take legal action against sb:
To clear/ settle account:
To extend credit:
To recover a debt:
 106 UNIT 7. PAYMENT

Part 3. Helpful expressions

Covering letter with the invoice

1. Please find enclosed our invoice No.
for $29. .
2. The enclosed invoice for $56 is for 2 Hóa 56 h kèm tính cho 2
chairs at $40 each less 33% trade discount. 40 ,

3. Our invoice for $400 is attached. We look

forward to receiving your cheque. giá 400

Advice of payment
1. We are enclosing our Cheque for $... in
payment of your invoice No. dated ...
2. I have instructed my bank, today, to
transfer USD 1,000 to your account in 1.000 USD
payment of your invoice. Could you confirm thanh toán c
the transfer has been made as soon as the
correspondent bank advises you? ngay khi ngân hàn
?
3. We would like to inform you that we have
arranged for a transfer through our bank. The
transfer is for... in payment of the invoice ...$
No.
4. You will be pleased to hear that we have
accepted your bill and now have the
documents. We shall collect the consignment
as soon as it arrives in Saigon and honour Gòn
your draft at maturity.
5. Our bank informs us that they now have
the shipping documents and will be n
transfering the proceeds of our L/C to your
account.
 UNIT 7. PAYMENT 107
6. We have instructed our bank to arrange for
a letter of credit for ... to be paid against your
pro-forma invoice No..., and the proceeds
will be credited to you as soon as
Vietcombank receive the documents. Vietcombank
Acknowledge of payment
1. Thank you for your cheque for $... in
payment of our invoice dated...
2. Our bank advised us today that your
transfer of $... was credited to our
account. Thank you for paying so
promptly.
3. Thank you for sending your cheque for thanh toán cho
invoice No. so promptly. We feel sure ..
that you will be pleased with the
consignment and look forward to
receiving your next order.
4. Our bank informed us today that you Ngân hà quý ngài
accepted our bill and the documents have
been transfered to you. Thank you for
your custom and hope you will be in
touch with us again. chúng tôi.
Delayed payment
1. I am sorry that I was not able to clear my
July account.
2. We regret we were unable to send a cheque
to settle our account for the last quarter. séc
3. We were not able to settle the account
because of the bankruptcy of one of our main
customers...
4. The dock strike made it impossible to ship
our products, and as our customers have not
been able to pay us, we have not been able to
clear our own suppliers' accounts yet.

5. We will try to clear your invoice within the

 108 UNIT 7. PAYMENT

next few weeks. Meanwhile, the enclosed

cheque for ... is part payment on account.

6. Once the strike has been settled, which

should be within the next few days, we will
be able to clear the balance.
7. As soon as the insurance company sends us N
compensation, we will settle the account.

8. Thank you for your letter concerning the

outstanding balance on your account.
9. I was very sorry to hear about the k
difficulties you have been experiencing in...
and realize that without sales it is difficult to
settle outstanding accounts.
10. Thank you for your letter explaining why c
you cannot clear your January statement for... sao quý ngài khô

11. With reference to your letter of ... which

you explained why the outstanding invoice
, we understand the
problems you have been facing.
12. In view of the difficulties you have been
having, we are prepared to compromise and
suggest that you clear half the outstanding
balance immediately by sending a cheque
for... and clear the remainder by the end of
next month.

The first request

1. We are writing concerning the outstanding
October account for..., a copy of invoice is
 UNIT 7. PAYMENT 109
enclosed and which should have been cleared
last month.
2. With reference to your Invoice No.... for...
which we expected to be cleared three weeks
ago, we still have not yet received your
remittance.
3. We think you may have overlooked invoice
No... for... which was due last month.

4. Would you please either let us have your

cheque, or an explanation of why the invoice ho
is still outstanding?
The second request
5. We wrote to you on 3 March concerning ngày
our January statement which is still
outstanding. Enclosed you will find a copy of
the statement. .
6. This is the second letter I have sent you
with regard to your March account which has
not been cleared.
7. I would like to know why you have neither
replied nor sent a cheque to clear the
outstanding balance.
8. In your reply to my letter of... you Trong
promised that the account would be cleared thanh toán
by the end of May, yet I have not received
your remittance or an explanation.

9. We must now insist that you clear this Chúng tôi quý ngài thanh toán
account within the next seven days, or at least
offer an explanation for not paying it.

10. I would like your remittance by return of Chúng tô

post, or failing that, your reasons for not
clearing this account.
 110 UNIT 7. PAYMENT

The third request

11. We have written you two letters on ..., and
have sent copies of the outstanding invoices vào ngày...,
with them, but have not received either a
reply or remittance.
12. We now assume that you have no
intention of clearing the balance.
13. We had expected this matter to have been
settled at least two months ago, but you have
shown no indication of cooperating with us. ngài
chúng tôi.
14. We feel that you have been given Chú
sufficient time to clear this balance and now
insist on payment within the next ten days.

15. Unless we receive your cheque in full

settlement by the end of this month, we shall toán
be compelled to instruct our solicitors to
recover the debts.
 UNIT 7. PAYMENT 111

Part 4. Practices

Practice 1. Fill in the blanks with appropriate words of the letters below.
1. Letter 1
Dear Sir / Madam
Your invoice No. 527 dated 20 July for $1516 is due for (1)____________ at the end of
this month.
Unfortunately a fire broke out in our Despatch Department last week and (2)
____________ a large part of a valuable consignment due for (3) ____________ to a
cash customer. Our (4) ____________ is now with the insurance company but it is
unlikely to be met for another 3 or 4 weeks. Until then we are (5) ____________ with a
difficult (6) ____________ problem.
I am therefore writing for (7) ____________ to defer payment of your invoice until the
end of September.
As you are aware, my accounts with you have always been (8) ____________ promptly,
and it is with (9) ____________ that I am now forced to make this (10) ____________ I
hope that you will find it possible to grant it.
Yours faithfully

2. Letter 2
Dear Mr. Janssen
Account No. VS 3019
We wrote to you on 25 March concerning the above (1) ____________ for $2,700.00
which has now been (2) ____________ for three months. When we agreed to offer you
credit (3) ____________ we pointed out that it was essential to (4) ____________
accounts (5) ____________ the exact date, particularly as we generally do not (6)
____________ credit terms.
As you realized, delayed payment can create problems for us (7)____________ our own
suppliers, therefore we would appreciate it if you could either let us know why the (8)
____________ has not been paid, or let us have a remittance (9) ____________ the next
ten days.
We would be grateful if this could receive your immediate (10) ____________
Yours sincerely
 112 UNIT 7. PAYMENT

3. Letter 3
Dear Sir/ Madam
We are writing (1) ____________ the February balance of $567 on your account, which
is (2) ____________ for three months. We have written to you twice and did not receive a
(3) ____________, which surprised us as you have been our regular customer for years.
We would like to (4) ____________ you that the credit was given on the (5)
____________ that balance would be cleared on due (6) ____________; failure to do so
will create (7) ____________for us with our suppliers.
We are prepared to (8) ____________ you further ten days to clear the balance or explain
why you can not do so, (9) ____________ we will, reluctantly, have to take legal (10)
____________
Yours faithfully

Practice 2 English Vietnamese Translation

1. A warehouse flood destroyed the majority of the components that were to be fitted into
Zenith 900. We are waiting for our insurance company to settle our claim so that we can
renew our stock and pay our suppliers.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
2. When we allowed open account terms, we emphasized this was only on the condition that
balances were cleared promptly on due dates as credit facilities put a strain on out own cash
low situation. Because of this we cannot extend the credit by another two months.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
3. As you are usually prompt in settling your accounts, we wonder whether there is any
special reason why we have not received payment of this account, which is already a month
overdue.
_____________________________________________________________
 UNIT 7. PAYMENT 113
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
4. To regular customers such as yourself our terms of payment are 3% one month, and we
hope you will not withhold payment any longer, otherwise it will be necessary for us to
revise these terms.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
5. We were disappointed that you did not bother to reply to either of our letters asking you to
clear your account, and you have left us no alternative but to take legal action.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
6. It is with the utmost regret that we have reached the stage when we must press for
immediate payment. Failing payment by 7 August you will leave us no choice but to put the
matter into the hand of our solicitor.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
7. It was in consideration of the present economic climate that we allowed you a two-month
period to settle, and while we would like to offer you more time to clear the balance, our own
financial position makes this impossible. Therefore we must ask you to settle the account
within the next fortnight.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
8. When we arranged payment terms we offered you payment against monthly statements,
yet it has been three months since you promised the account would be cleared.
_____________________________________________________________
 114 UNIT 7. PAYMENT

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
9. As we have traded for some time, we have not pressed for payment. However, we must
now insist that either you settle the account or offer a reasonable explanation for not doing
so.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
10. The failure either to clear your account or even to offer an explanation is all
disappointing because of our past satisfactory dealings over many years.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

Practice 3 Vietnamese English Translation

1. Chún quý ngài

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 7. PAYMENT 115

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
6. Chúng tôi

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

quý ngài thanh

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 116 UNIT 7. PAYMENT

9. Do

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

Practice 3. Letter-writing
1.

-
-

Dear Mr.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 7. PAYMENT 117
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
2. Your company has received a letter dated 28 April from UK Cycles Ltd concerning your
outstanding account for $2,700.00 for three months, in which they asked you to pay within
the next ten days. Write a reply to this letter, using the following prompts:
- Thank them for their letter (please quote dates)
- Explain about the fire at Head Office. Say that it destroyed a lot of computer data which has
disrupted all correspondence with suppliers and customers, and we need time to get back to
our normal routine.
- Request a further 30 days to settle as politely as possible.
- Say your insurer will release compensation with the coming month, so we can pay the
outstanding account in full.
- Dear Mr.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 118 UNIT 8. COMPLAINTS and CLAIMS

UNIT 8. COMPLAINTS and CLAIMS

Learning Objectives
By the end of this unit, students will be able to:
- understand and identify the form and organization of a complaint and a
reply to a complaint and what parts it includes.
- identify different types of complaints.
- know how to use different terms and expressions in writing complaints
and replies to complaints.
- write different types of complaints and replies to complaints.

Parts of a complaint/claim
- Acknowledge receipt of the goods
- State the condition of the goods
- Enclose necessary documents
- State the reason to complain
- Suggest solutions
- Hope for the action

Parts of a reply
- Acknowledge receipt of complaint
- Explain the mistake
- Solve the problem
- Reject a complaint
- Repeat apologies
- Wait for the acceptance
 UNIT 8. COMPLAINTS and CLAIMS 119

Part 1. Sample letters

1. Complaint of wrong goods

a. Complaint
Dear Sir / Madam
Our order No. TL 2643
We acknowledge receipt of full documents and the consignment under the above-
mentioned order on arrival of SS. White Queen at Saigon port on 5th December 20 .
On first account everything appeared to be correct and in good condition except case
No. 13. When we have this case opened, it has been found that it contained quite different
articles; and we can only presume that a mistake was made and the contents of this case
were for another order.
As we are in urgent need of the articles we ordered to complete our sales to our own
customers, we must ask you to arrange the dispatch of replacements as soon as possible.
We enclose the Survey Report issued by local Vinacontrol and the list of contents of case
No. 13, and shall be glad if you will check this with our order and your copy of the
invoice.
In the mean time, we are holding the above-mentioned case at your disposal. Please let
us know what you wish us to do with it.
Yours faithfully

Comprehension questions
1. What happened to the consignment?
_____________________________________________________________
2. What solution does the buyer suggest?
_____________________________________________________________
3. What documents are attached with this letter?
_____________________________________________________________
4. What is the buyer dealing with the case No. 13?
_____________________________________________________________
5. Find the word in the letter which means discretion?
_____________________________________________________________
 120 UNIT 8. COMPLAINTS and CLAIMS

b. Reply
Dear Mr.
Our order No. TL 2643
We thank you for your letter dated 6th August. We were glad to learn that the
consignment was delivered promptly, but it was to be regretted that case No. 13 did not
contain the goods you ordered.
On going into the matter, we find that a mistake was indeed made in packing through a
confusion of numbers, and we have arranged for the right goods to be dispatched to you
without delay.
We shall be much obliged if you will keep case No. 13 and its contents until called for by
the local agents of the World Transport Ltd., our forwarding agents, whom we have
instructed accordingly.
Please accept our many apologies for the trouble caused to you by the error.
Yours sincerely

Comprehension questions
1. Does the supplier accept the complaint?
_____________________________________________________________
2. What have they done to deal with the complaint?
_____________________________________________________________
3. What does the supplier ask the buyer to deal with case No. 13?
_____________________________________________________________
4. What does the word confusion mean?
_____________________________________________________________
5. Find the word in the letter which means quickly?
_____________________________________________________________
2. Complaint concerning quality
a. Complaint
Dear Sir/ Madam
We have recently received several complaints from customers about your fountain pens.
The pens are clearly not giving satisfaction, and in some cases we have had to refund the
purchase price.
 UNIT 8. COMPLAINTS and CLAIMS 121
The pens complained about are part of the batch of 500 supplied against our order
number 8562 dated 28 March. This order was placed on the basis of a sample pen left by
your representative. We have ourselves compared the performance of this sample with
that of a number of the pens from this batch, and there is little doubt that many of them are
faulty - some of them leak and others blot when writing.
The complaints we have received relate only to pens from the batch mentioned above.
Pens supplied before these have always been satisfactory.
We, therefore, wish you to accept return of the unsold balance, amounting to 377 pens,
and replace them with pens of the quality our earlier dealings with you have led us to
expect. Please let us know what arrangements you wish us to make for their return.
Yours faithfully
Comprehension questions
1. What products are complained?
_____________________________________________________________
2. Do all the pens supplied contain the same faults?
_____________________________________________________________
3. What solution does the buyer suggest?
_____________________________________________________________
b. Reply (accepting complaint)
Dear Mr./ Ms. ...
Thank you for your letter dated 10 May pointing out faults in the pens supplied to your
order number 8562. This has caused us a good deal of concern and we are glad that you
brought this matter to our notice.
We have now tested a number of pens from the production batch you mention, and agree
that they are not perfect. The defects have been traced to a fault in one of the machines,
which has now been rectified.
Please arrange to return to us your unsold balance of 377 pens, carriage forward. We
have already arranged for 400 pens to be sent to replace this unsold balance. The extra
23 pens are sent without charge, and will enable you to provide free replacement of any
further pens about which you may receive complaints.
We apologize for the inconvenience this has caused you.
Yours sincerely
 122 UNIT 8. COMPLAINTS and CLAIMS

Comprehension questions
1. What is the reason for the defect?
_____________________________________________________________
2. What solution does the supplier make?
_____________________________________________________________
3. What does carriage forward mean?
_____________________________________________________________

3. Complaint of inferior quality

a. Complaint
Dear Sir / Madam
We are very sorry to have to inform that your last delivery is not up to your usual standard.
The material seems to be too loosely woven and is inclined to pull out of shape. By separate
mail we have sent you a cutting from this material, also one from cloth of an early
consignment, so that you can compare the two and see the difference in texture.
We have always been able to rely on the high quality of the materials you sent us and we are
all the more disappointed in this case because we supplied the cloth to new customers. As we
shall have to take it back we must ask you to let us know, without delay, what you can do to
help us in getting over this difficulty.
Yours faithfully

Comprehension questions
1. What problem occurred with the shipment?
_____________________________________________________________
2. Why has a cutting been sent to the supplier?
_____________________________________________________________
3. What is the problem with the buyer?
_____________________________________________________________
b. Reply
Dear Mr./ Ms. ...
We have received your letter of 14 October and thank you for sending us the two samples
of cloth for examination. We have passed these onto the factory for comment and we quote
 UNIT 8. COMPLAINTS and CLAIMS 123
the following from their reply.
It was found that some short-staple yarn had, by accident, been woven into the material,
and this cloth was put on one side for disposal in a suitable market. Evidently through an
oversight some of the cloth was packed in your consignment. The factory manager was
very grateful for the samples, as it is possible other buyers may have received these
imperfect goods, and enquiries are being made accordingly.
We told the manufacturers how greatly concerned we were over your disappointment in
the quality, and the fact that you had supplied the cloth to new customers. They expressed
their very great regret, and we have arranged with them for the immediate despatch.
Furthermore, they guarantee the quality of the cloth now sent.
If you care to dispose of the inferior cloth at the best price obtainable for it, we will send
you a credit note for the difference as soon as we hear from you.
We apologize sincerely for the trouble caused to you, and will take all possible steps to
ensure that such a mistake is not made again.
Yours sincerely

Comprehension questions
1. What has the supplier done with the two samples?
_____________________________________________________________
2. What does the supplier ask the buyer to do to deal with the inferior cloth?
_____________________________________________________________
3. What does the supplier promise to do?
_____________________________________________________________

4. Complaint concerning damaged goods

a. Complaint
Dear Sir or Madam
Our order No. R569
We ordered 350 compact discs on 3 January and they were delivered yesterday.
Unfortunately, we regret that 80 of them were badly scratched.
The package containing these goods appears to be in perfect condition and we accepted
and signed for it without question. It was on unpacking the compact discs when the
damage was discovered, and we can only assume that this was due to careless handling
at some stage prior to packing.
We are enclosing a list of the damaged goods and shall be glad if you will replace them.
 124 UNIT 8. COMPLAINTS and CLAIMS

They have been kept aside in case you need them to support a claim on your suppliers for
compensation.
We look forward to having your early reply.
Yours faithfully

Comprehension questions
1. What happened to the assignment?
_____________________________________________________________
2. When was the damage discovered?
_____________________________________________________________
3. What does the buyer enclose with this letter?
_____________________________________________________________

b. Reply
Dear Mr. / Ms. ...
YOUR ORDER No. R569
We were sorry to learn from your letter of 10 January that some of the compact discs
supplied to the above order were damaged when they reached you.
Replacements for the damaged goods have been sent by parcel post this morning. It will not
be necessary for you to return the damaged goods, and they may be destroyed.
Despite the care we take in packing goods sent by carrier, there have recently been several
reports of damage. To avoid further inconvenience and annoyance to customers, as well as
expense for ourselves, we are now seeking the advice of a packaging consultant in the hope
of improving our methods of handling.
We regret the need for you to write to us and hope the steps we are taking will ensure the
safe arrival of all your orders in future.
Yours sincerely

Comprehension questions
1. What remedy has been taken by the supplier?
_____________________________________________________________
2. What is the major reason for the damage?
_____________________________________________________________
 UNIT 8. COMPLAINTS and CLAIMS 125
3. What does the supplier promise to do?
_____________________________________________________________

5. Complaints concerning shortage of goods

a. Complaint
Dear Sir or Madam
Your consignment under our Order No. 123 carried by SS Song Huong arrived at our
port today. After careful inspection it has been found that against 24,000 tins of
condensed milk ordered and invoiced, the consignment contains only 23,460 tins. In fact,
out of 500 cases received, thirty cases bearing serial numbers CD48-CD 77 contained 30
tins each, thus making a shortage of 540 tins.
Please examine the matter and arrange the shipment of missing tins as soon as possible
as we can accept them only if they arrive before the end of September.
Yours faithfully

Comprehension questions
1. What happened to the consignment?
_____________________________________________________________
2. What solution does the buyer suggest?
_____________________________________________________________
b. Reply
Dear Mr . / Mrs. ...
We regret to learn from your letter of 7th August that in our last shipment forwarded to
you on SS Song Huong, 540 tins of condensed milk were missing.
From the enclosed documents and packing list, you will see that the number of cases and
the tins coincides with that invoiced by us.
We would, therefore, advise you to address your claim to the Insurer, as, in our opinion,
this is a case of pilferage.
We expect you will have no difficulty in obtaining full indemnity from them, and trust the
matter will be settled to your satisfaction.
Yours sincerely
 126 UNIT 8. COMPLAINTS and CLAIMS

Comprehension questions
1. Does the supplier accept the complaint?
_____________________________________________________________
2. What solution does the supplier suggest?
_____________________________________________________________
3. Find the word in the letter which means theft.
 UNIT 8. COMPLAINTS and CLAIMS 127
Part 2. Vocabulary

Annoyance:
Batch: lô hàng
Compensation:
Contents of the case: hàng trong thùng
Credit note:
Damaged goods:
Debit note:
Dispatch the replacements:
Disposal:
Indemnity: s
Inferior cloth:
Keep aside: g
Missing goods:
Pilferage:
Return of the unsold goods:
Survey Report:
Trace:

Part 3. Helpful expressions

1. We shall be very glad if you will send us C
replacements for the broken articles, as we
need these to complete our sales to our
customers.
2. We would like to have your attention to the
remaining shipments.
3. We greatly regret the mistake in the
number, which resulted in your receiving the
wrong articles.
4. Please accept our many apologies for the
trouble caused to you by the error.
5. We are writing to complain about the
 128 UNIT 8. COMPLAINTS and CLAIMS

shipment of the tractors under the order

number HG12, which have not received it.

6. We, therefore, must ask you to do

everything possible to hasten the dispatch.

7. We are extremely sorry about this delay but

you will realize that it was due to
circumstances beyond our control.
chúng tôi
8. We regret that we have to complain about C
the way in which the consignment has been
packed.
9. The goods we received are very much
inferior in quality to your sample.
ngài.
10. We have today taken delivery of the
 UNIT 8. COMPLAINTS and CLAIMS 129

Part 4. Practices

Practice 1. Fill in the blanks with the appropriate words or phrases

1. Complaint of frequent late deliveries
Dear Mr. / Ms.
We ordered 6 filing (1)____________ from you on 2 July on the understanding that they
would be (2) ____________ within one week. However, these were not received until this
morning.
Unfortunately, there have been similar (3) ____________ on several previous occasions,
and their (4) ____________ frequency in recent months compels us to say that business
between us cannot continue in conditions such as (5) ____________.
We have felt it necessary to make our (6) ____________ known since we cannot give
reliable (7) ____________ dates to our customers unless we can count on (8)
____________. given by our suppliers.
We hope you will understand our (9) ____________ in this matter, and trust that from
now on we can rely on (10) ____________ delivery of our orders.
Yours sincerely

2. Reply
Dear Mr./ Ms. ...
Your letter of 18 July (1) ____________ delays in delivery came as a surprise, as the
absence of any (2) ____________ complaints led us to believe that goods supplied to your
orders were (3) ____________ you promptly.
It is our usual practice to (4) ____________ goods well in advance of the promised (5)
____________ dates, and the filing cabinets to which you refer (6) ____________ here on
5 July. We are very concerned that our efforts to give punctual delivery should be (7)
____________ by delays in transit. It is very possible that other customers are also (8)
____________, and we are taking up this whole question with our carriers.
We thank you for drawing our attention to a situation of (9) ____________ we had been
quite unaware until you wrote to us. Please accept our apologies for the (10)
____________ you have been caused.
Yours sincerely
 130 UNIT 8. COMPLAINTS and CLAIMS

3. Complaint of non-delivery
Dear Mr./Ms ...
Order No. VC 58391
We are writing to you with (1) ____________. to the above order and our letter of 22 May in
which we asked you when we could (2) ____________ delivery of the 60 dynamos (Artex
model 55) you were to have supplied on 3 June for an (3) ____________ order.
We have tried to contact you by phone, but could not get anyone in your factory (4)
____________ knew anything about this matter.
It is essential that we deliver this (5) ____________ to our Greek customers on time as this
was an initial (6) ____________ from them and would give us an opening in the Greek
market.
Our deadline is 28 June, and the lorries have been completed (7)____________ for the
dynamos that need to be fitted.
Unless we receive the components within the next five days, the order will be (8)
____________ and placed elsewhere. We should warn you that we are holding you to your
delivery (9) ____________ and if any loss results because of this late delivery we will be
taking (10) ____________ action.
Yours sincerely
4. Reply

Dear Mr./ Ms.

Thank you for your letter of 20 June concerning your (1) ____________ (No. VC 58391)
which should have been supplied to you on 3 June.
First let me (2) ____________ for your order not being delivered on the due date and for the
problems you have (3)____________ in getting in touch with us about it. But as you may
have read in your newspapers we have experienced an industrial (4) ____________ which
has involved both administrative staff and employees on the shop floor, and as a (5)
____________, has held up all production over the past few weeks.

I can tell you that the dispute has been settled and we are back to normal production. There
is a backlog of orders to (6) ____________ up on, but we are using associates of ours to
 UNIT 8. COMPLAINTS and CLAIMS 131
help us fulfil all outstanding commitments: your order has been given priority, so we should
be able to deliver the dynamos before the end of this week.
May I point out with (7) ____________, that your contract with us did have a standard
clause stating that delivery dates would be met unless (8)____________ circumstances
arose, and we think you will agree that a dispute is an exceptional circumstance. However,
we quite understand your problem and will allow you to cancel your contract if it will help
you to meet your own (9) ____________ with your Greek customers. But we will not accept
any responsibility for any action they may take against you.
Once again let me say how much I regret the inconvenience this delay has caused, and
emphasize that it was due to factors we could not have known about when we accepted your
delivery dates.
Please phone or fax me letting me know if you wish us to (10) ____________ your order or
whether you would prefer to make other arrangements.
I look forward to hearing from you within the next day or so.

Yours sincerely
5. Reply

Dear Mr./Ms.
Thank you for informing us about the (1) ____________ to our consignment (Inv. No.
18871).

From our previous (2) ____________ you will realize that this sort of problem is quite (3)
____________ Nevertheless, we are sorry about the (4)____________ it has caused you.
Please would you return the (5) ____________ consignment to us, postage and packing (6)
____________, and we will ask the shipping company to come and inspect the damage so
that they can arrange (7) ____________ It is unlikely that our insurance company needs to
be (8) ____________ with this case.
If you wish us to send you another (9) ____________ as per your order No. 14478, please let
us know. We have the garments in (10) ____________ and it would be no trouble to send
them within the next fortnight.

Yours sincerely
 132 UNIT 8. COMPLAINTS and CLAIMS

Practice 2. Match the word in column A with the definition in column B

A B
1. It's not our fault a. we are sending the consignment to you
carriage forward
2. You should make it right b. we are not responsible for the error
3. We want our money back c. we would like to complain about
4. You have to pay when the goods are d. we will have to take legal action
returned to you
5. We will sue you e. you seem to have made an error
6. You made a mistake f. the products are not satisfactory
7. We won't buy anything from you again g. we will not re-order

8. The goods are rubbish h. you have not followed our instructions
9. We're complaining about ... i. please correct the error
10. Why don't you pay attention? j. we would like a refund

Practice 3. Rewrite the following sentences so that they have a similar meaning to the
one above, but are more suitable for formal business correspondence.
1. If we had known they were going out of business, we would not have given them credit.
=> Had we ___________________________________________________
_____________________________________________________________
2. We wrote to you on 5 January: Our letter complained about poor workmanship.
=> In our letter _______________________________________________
_____________________________________________________________
3. 'Please contact our accounts department,' the secretary said.
=> The secretary told me_______________________________________
_____________________________________________________________
4. We want the consignment returned before we give you a refund.
=> Could____________________________________________________
_____________________________________________________________
5. You have made an error on your September statement.
=> An error__________________________________________________
 UNIT 8. COMPLAINTS and CLAIMS 133
_____________________________________________________________
6. We will deal with the problem as soon as we have the details.
=> The problem________________________________________________
_____________________________________________________________
7. The credit is too large for us to allow.
=> The credit is so ____________________________________________
_____________________________________________________________
8. They offered to exchange the goods and give us a discount.
=> Not only __________________________________________________
_____________________________________________________________
9. Fill out the details on the credit application form and return it to us.
=> After you__________________________________________________
_____________________________________________________________

Practice 3. English-Vietnamese Translation

1. We have received the documents and taken delivery of the goods under the order No.123,
which arrived at Saigon port on the SS White Queen yesterday.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
2. When we have this case opened, we found that it contained quite different articles.
_____________________________________________________________
_____________________________________________________________
3. After careful examination, it has been found that against 100 drums ordered and invoiced
the consignment contains only 98 drums.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
4. On checking the goods received we find that some items on your invoice have not been
included.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
5. I am enclosing the survey report issued by Vinacontrol to the effect that the damage was
noticed when they were discharged at the port.
 134 UNIT 8. COMPLAINTS and CLAIMS

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
6. In the mean time, we are holding the above- mentioned case at your disposal, please let us
know what you wish us to do with it.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
7. We hope that this will not occur in the future and that our next orders will be dispatched
strictly according to our wishes.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
8. We were sorry to learn from your letter of 10 January that some of the compact discs
supplied to the above order were damaged when they reached you.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
9. Despite the care we take in packing goods sent by carrier, there have recently been several
reports of damage.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
10. Please examine the matter and arrange the shipment of missing tins as soon as possible as
we can accept them only if they arrive before the end of September.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 8. COMPLAINTS and CLAIMS 135
Practice 5 Vietnamese-English Translation

quý ngài.
_____________________________________________________________
_____________________________________________________________
i các

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 136 UNIT 8. COMPLAINTS and CLAIMS

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
.

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

Practice 6. Letter-writing
1. . Ngày

A
-
- .
H
-
- và nhà

-
bán

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 8. COMPLAINTS and CLAIMS 137
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
2. Write a letter from Mr Hirio Toda, the Sales Manager 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.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 138 UNIT 9. TRANSPORTATION

UNIT 9. TRANSPORTATION

Learning Objectives
By the end of this unit, students will be able to:
- understand, identify and analyze different types of documents relating to
transportation.
- know how to use different business terms and expressions in writing
documents, such as requests for freight rates and sailings, instructions to a
forwarding agent, or request for delivery by Air.
- write different types of documents relating to goods transportation.

Part 1. Sample Letters

I. Shipping documentation
We have seen that there are a number of documents used in overseas trade. Now we can look
at the main documents used in shipping.
A freight account is an invoice sent by the shipping company to the exporter stating their
charges. Once the goods are received on the dock, a shipping note, with a receipt, is handed
to the Superintendent of the docks, advising him that the goods are to be shipped. A dock
receipt, (sometimes called a wharf-finger's receipt) will be returned to the consignor
confirming that the goods are stored and awaiting shipment. Once the goods are on board the
ship, a mate's receipt may be sent, acknowledging that the goods have been loaded. The

document of tile until the bill of lading is ready.

The bill of lading (B/L or blading) is the most important document in shipping as it is a
document of title, i.e.. gives ownership of the goods to the person named on it. If the words
"to order" are written on it, it means that it is a negotiable document and can be traded. In
this case it will be endorsed on the back (the exporter will sign it), and if the endorsement is
blank, there will be no restriction on ownership. In an I/c transaction the confirming bank
will usually ask for the b/I to be made out to them when they pay the exporter, then transfer it
to the customer.
A shipped bill of lading means that the goods have been loaded on to the ship. Sometimes
the words "shipped on board" are used to mean the same thing. In c.i.f. and c&f transaction
 UNIT 9. TRANSPORTATION 139
the words "freight prepaid" are used to signify that the costs of shipment have been paid.
Bills are also marked "clean" to indicate that the goods were taken on board in good
condition, or "dirty/ claused" to indicate that on inspection there was found to be something
wrong with the consignment, e.g.. packing, or the goods were damaged. This statement
protects the shipping company from claims that they were responsible for, the damage or bad
condition of the consignment.
Usually two copies of the B/I are sent to the buyer or his bank, by air and sea for security.

1. Request for Freight Rates and Sailings

Lee Boat Builders Ltd.

Dock 23, Mainway, Hong Kong
Telephone: 385162 Telex: 34512 Fax: 662553 Cable: LEBATS
Far Eastern Shipping Lines
31 - 4 Park Road
Hong Kong 21 April 20--
Dear Sirs / Madams
We intend to ship a consignment of dinghies and their equipment to London at the beginning
of next month. The consignment consists of ten boats which have been packed into wooden
crates marked 1-10, each measuring 4 x 2 x 2,5 metres and weighing 90 kilos.
Could you inform us which vessels are available to reach London before the end of next
month, and let us know your freight rates?
Yours faithfully
(signed)
J. Lee
Director
Comprehension questions
1. Who sends this letter? To whom is this letter sent?
_____________________________________________________________
2. What does Lee Boat Builders Ltd Company intend to ship?
_____________________________________________________________
3. What does the consignment consist of?
_____________________________________________________________
4. What information does the writer want to know?
_____________________________________________________________
 140 UNIT 9. TRANSPORTATION

2. Reply to Request for Freight Rates and Sailings

Far Eastern Shipping Lines
31- 4 Park Road, Hong Kong
Telephone: 421897 Telex: 879216 Cable: FREAST Fax: 602135
Mr. I. Lee
Lee Boat Builders Ltd.

Dear Mr. Lee

Thank you for your enquiry of 21 April. Enclosed you will find details of our sailings for the
end of this month and the beginning of next, from Hong Kong to Tilbury.
You will see that the first available vessel we have will be the SS. Orient which will accept
cargo from 3 May to 7 May, when she sails. She is due in Tilbury on 3 June.
Our freight rate for crated consignment is 31.00 per ton, and I have attached our Shipping
Instructions to the enclosed itinerary.
Yours sincerely
(signed)
M. Whang (Mrs.)
Enc. (2)
Comprehension questions
1. What are enclosed with this letter?
_____________________________________________________________
2. Which is the first available vessel they have?
_____________________________________________________________
3. When will the SS. Orient accept cargo?
_____________________________________________________________
4. When is the SS.Orient due in Tilbury?
_____________________________________________________________
5. What is the freight for crated consignment?
_____________________________________________________________
 UNIT 9. TRANSPORTATION 141
3. Instruction to a Forwarding Agent
Dear Mr.
Could you please pick up a consignment of 200 C20 computers and make the necessary
arrangements for them to be shipped to Mr. M. Tanner, N.Z. Business Machines Pty.,
100 South Street, Wellington, New Zealand?
Would you please handle all the shipping formalities and insurance, and send us seven
copies of the bill of lading, five copies of the commercial invoice, and the insurance
certificate? We will advise our customers of shipment ourselves, and would appreciate it
if you could treat the matter as urgent. Your charges may be sent to us in the usual way.
Yours sincerely
Comprehension questions
1.To whom is the consignment arranged to be shipped?
_____________________________________________________________
2. Where is N.Z. Business Machines Pty?
_____________________________________________________________
3. What does the writer ask the Forwarding Agent to handle?
_____________________________________________________________
4. What documents does the Forwarding Agent need to send to the writer of this letter?
_____________________________________________________________
5. Is the Forwarding Agent asked to advise customers of shipment?
_____________________________________________________________
4. Forwarding Agent's Enquiry for Freight Rates
Dear Sir / Madam
We have packed and made ready for shipment 20 C2000 computers which our clients,
Delta Computers, Welling-borough, want us to forward to Wellington, New Zealand.
The consignment consists of 4 wooden crates, each containing 5 machines and their cases.
The weight of each crate is 210 kilos and measures 94 x 136 x 82 cm.
Would you let us know by return of post the earliest vessel leaving London for New
Zealand, and let us have your charges and the relevant documents?
Yours faithfully

Comprehension questions
1.What have been packed and made ready for shipment?
_____________________________________________________________
2. Where do Delta Computers, Welling-borough, want to forward the consignment to?
_____________________________________________________________
 142 UNIT 9. TRANSPORTATION

3. What does the consignment consist of?

_____________________________________________________________
4. What is the weight and size of each crate?
_____________________________________________________________
5. What does the writer of this letter want to know?
_____________________________________________________________
5. Shipping company's Reply

In reply to your letter of May 12, the earliest vessel due out of London for New Zealand is
the SS Northern Gross which is at present loading at No. 3 Dock, Tilbury, and will accept
cargo until May 18 when she sails. She is due in Wellington on June 25, and the freight
rate for cased cargo is £ 112.00 per ton or 10 cubic metres.
I have enclosed our shipping form and bill of lading for you to complete and return to us.
Yours sincerely,
Enc. (2)

Comprehension questions
1.Why does the writer mention the SS Northern Gross?
_____________________________________________________________
2. How long does the SS Northern Cross accept cargo?
_____________________________________________________________
3. What is the freight rate for cased cargo?
_____________________________________________________________
4. What are enclosed with this letter?
_____________________________________________________________
5. What should the receiver do with the enclosed documents?
_____________________________________________________________
 UNIT 9. TRANSPORTATION 143
II. Carriage by Air
Bills of Lading, used for consignments by sea, are not used for consignment by air
because the goods usually reach their destination before a bill of lading could be prepared.
Instead the consignor is required to prepare an Air Waybill (formerly known as an air
consignment note) giving particulars of the consignment. The waybill normally consists of
twelve copies, three of which are treated as originals - one for the issuing air carrier, one for
the consignee and one for the consignor. The remaining copies serve for other possible
carriers and customers and record purposes. Responsibility for preparing the waybill is that
of the consignor himself, but it is common practice for the air line or its agent to prepare it
from details supplied by the consignor on a special form: an Instructions For Despatch - Of
Goods Form; provided by the air line or by the forwarding agent.
1. Request for Delivery by Air
Dear Sir / Madam
We would like to send from Heathrow to Riyard, Saudi Arabia, twelve boxes of assorted
glassware, to be delivered within the next fortnight.
Each box weight 40 kilos, and measures 0,51 cubic metres. Could you please quote
charges for shipment and insurance?
Yours faithfully

2. Quotation for Delivery by Air

Dear Mr.
Thank you for your enquiry of 15 June.
We will be able to send your consignment to Riyadh within two days of your delivering it
at Heathrow. The cost of freight Heathrow/Riyadh is £ 3.60 per kilo, plus £ 1.50 air
waybill, and £14.OQ customs clearance and handling charges. But you will have to
arrange your own insurance.
There are three flights a week from London to Saudi Arabia, Monday, Wednesday, and
Saturday.
Please fill in the enclosed Despatch Form and return it to us with the consignment and
commercial invoices, one of which should be included in the parcel for customs
inspection.
Yours sincerely
 144 UNIT 9. TRANSPORTATION

3. Enquiry sent to Air-Line

a. Enquiry
Dear Sir / Madam
We shall shortly have a consignment of watches ready to send to Cuba. Because of their
fragile nature we wish to send them by air from Hanoi and should be glad if you would
send us particulars of your rate for freight and other charges, including insurance.
Yours faithfully

b. Reply
Dear Sir / Madam
Thank you for you enquiry of 18th June. We shall be pleased to accept the consignment
you mentioned. Details of our charges are as follows:
- Air freight: Minimum £ 15
- Under 45 kg: £ 1.59 per kg
- Over 45 kg: £1.1'9 per kg
- Air waybill fee: 50p
- Insurance 15% of declared value.
Transport to NoiBai International Airport should be at your expense and from there on to
Havana by Vietnam Airline. Flights are made weekly on Tuesday and your parcel should
reach its destination in not more than three days, if it is with us on Monday.
We enclose a copy of our Instructions for Despatch-of-Goods Form. This should be
completed, signed and handed in with the parcel, together with the signed commercial
invoices, one of which must be included in tire parcel, and a certificate of origin.
Yours faithfully
4. Enquiry through forwarding agent
a. Enquiry
Dear Sir / Madam
We shall shortly have a consignment of electrical shavers weighting about forty pounds, for a
customer in Viet Nam, which we wish to send by air from London.
We should be glad if you would handle the consignment for us, but first send us details of the
cost and of any formalities to be observed. The invoice value of the consignment is £920 and
we should require insurance cover for this amount plus the cost of sending the consignment.
Yours faithfully
 UNIT 9. TRANSPORTATION 145
b. Reply
Dear Sir / Madam
As soon as we received your letter of 13th October, we made inquiries of the airline and
can now give you the information asked for concerning your consignment to Vietnam.
Freight charge £3.90 per kg
(for consignment weighting less than 45kg)
Air Waybill fee 50p
Insurance 15% of invoiced CIF value
Our own charges 2% of invoiced value
(for preparing documents and arranging despatch).
Yours faithfully,

4. Request for airfreight rates

a. Enquiry for airfreight rates (through agent)
Dear Sir / Madam
We shall shortly have a consignment of electric shavers, weighing about 20 kg, for a
customer in Damascus, which we wish to send by air from London.
Please send us details of the cost and any formalities to be observed. The invoice value of
the consignment is 91,1360 and we should require insurance cover for this amount plus
the costs of sending the consignment.
Yours faithfully

b. Forwarding agent's reply

Dear Sir / Madam
Thank you for your enquiry regarding your consignment to Damascus. All our charges, including
freight, airway bill fee, insurance and our own commission, are shown on the attached schedule.
To enable us to prepare your airway bill we shall need the information requested in the enclosed
form. Three copies of a certified commercial invoice and a certificate of origin will also be
necessary.
Your consignment should be in our hands by 10 am on the morning of departure day. Please
telephone me when you are ready to deliver the consignment to our officer at the airport; we can
then prepare to receive it and deal with it promptly. Alternatively, we can make arrangements to
collect the goods.
We hope to receive instructions from you soon.
Yours faithfully
 146 UNIT 9. TRANSPORTATION

Part 2. Vocabulary

Bulk carrier:
Roll-on-roll-off ferries: tàu m
Shipping Conference:
Dock/ wharf-finger's receipt:
Bill of lading/ waybill:
A shipped bill of lading:
Voyage charter:
Time charter:
Charter party: tàu
Combined transport bill of lading:
Non-negotiable waybill:
Freight invoice:
Customs clearance form:
Certificate of origin:
Commercial invoice:

Import license:
Health certificate:
Freight Conference:
 UNIT 9. TRANSPORTATION 147

Part 3. Helpful Expressions

1. We would be obliged if you could inform

us which vessels are available to reach
London before the end of next month.
2. Our freight rate for crated consignment is
$31.00 per ton, and I have attached our
Shipping Instructions to the enclosed
itinerary.
3. The SS Princess Victoria will be loading T
at number 2 dock from 8 to 13 July ,
inclusive. này.
4. Could you please make the necessary
arrangements for consignment of 200 C20
com ?

5. Would you please handle all the shipping

formalities and insurance, and send us 03 hàng, mua
copies of the bill of lading, 03 copies of the
commercial invoice, and the insurance
certificate.
6. Your charges may be sent to us in the
usual way.
7. We would appreciate it if you could treat
the matter as urgent.
8. Would you let us know by return of post
the earliest vessel leaving Saigon for New
Zealand, and let us have your charges and
the relevant documents?
9. The weight of each crate is 210 kilos and
measures 94 x 136 x 82 cm.
10. I have enclosed our shipping form and
bill of lading for you to complete and return
to us. cho chúng tôi.
 148 UNIT 9. TRANSPORTATION

11. Enclosed you will find the completed

shipping form and bill of lading, (10
copies), eight copies of which should be
signed and returned to us
12. I have also attached a cheque in payment
of your freight account.
ngài.
13. We would emphasize that the invoices
should be made out in triplicate and sent to chúng tôi vào h

14. The completed shipping form is

enclosed, together with 4 copies of the bill
of lading. Please sign and return 3 copies of
the bill and charge the amount to our
account.
15. As you know from previous experience
of shipping with us, our line keeps to chúng tôi,
schedules and this incident was an
unfortunate exception.
 UNIT 9. TRANSPORTATION 149

Part 4. Practices
Practice 1. Match the word in column A with the definition in column B
A B
1. bill of lading a. Hire or lease contract between the owner of a vessel
(aircraft or ship), and the hirer or lessee
2. customs clearance form b. Document required by customs to determine true
value of the imported goods, for assessment of duties
and taxes.
3. charter party c. Document that certifies a shipment's country of origin
4. commercial invoice d. Permit that allows an importer to bring in a specified
quantity of certain goods during a specified period
(usually one year)
5. time charter e. An itemized list of goods shipped and services
rendered stating fees and charges
6. bulk carrier f. Document issued by a shipping company to
acknowledge that goods have been received for
shipment.
7. dock receipt g. Ship designed to carry dry (such as cement, grains,
ores) or liquid (such as methanol, oils, petroleum) bulk
cargo
8. import license
given by the master of the ship to the person consigning
the goods.
9. certificate of origin i. Transport vessel or vehicle charter for a fixed period
instead of for a certain number of voyages or trips
10. freight invoice j. The documented permission to pass that a national
customs authority grants to imported goods so that they
can enter the country or to exported goods so that they
can leave the country.
 150 UNIT 9. TRANSPORTATION

Practice 2. Gap-filling
1. Advice of shipment to Importer's forwarding agent

Dear Mr.

The following consignment will arrive (1)___________ the SS America

(2) ___________ is due in Liverpool on 27 April.
20 'Lightning' 1000cc motorcycles.
Packing 1 machine (3) ___________. wooden crate
Weight 1.28 tons (4) ___________ (5) ___________ 6' x 3' x 2'
Markings Cases numbered 1-20 HM
Value £4,800 (6) ___________
Insurance Chicago-Nottingham England (A. R.)
Invoiced (7) ___________ £96,000
Could you please arrange (8) ___________ the consignment to be
delivered to your (9) ___________, Glough & Book Ltd., Nottingham?
(10) ___________ there are any problems, please contact us
immediately.

Yours truly

2. Agent issues forwarding instructions

Agent's advice to supplier
Dear Sir / Madam
Thank you for (1) ___________ us that the items ordered on 16 June are now (2)
___________for collection.
Please (3) ___________ to send the consignment by road to Liverpool to be (4)
___________by SS Merchant Prince, due to sail for Alexandria on 25 July and to (5)
___________ at number 5 dock from 20 to 24 July Inclusive. All cases should (6)
___________clearly marked and numbered as (7) ___________ in our official order.
 UNIT 9. TRANSPORTATION 151
Invoices, (8)___________triplicate, and your account (9) ___________ transport
charges, should be sent to us.
(10) ___________ the necessary arrangements have been made with the shipping
company.
Yours faithfully
3. Agent's instruction to shipping company

Dear Sirs / Madams

We (1) ___________ today arranged for H J Cooper & Co. Ltd, Manchester, to (2)
___________ to you (3) ___________ road, the following cases to be shipped to
Alexandria (4) ___________ SS Merchant Prince on 28 July.
4 cases of crockery, (5) ___________JR numbers 1-4
The completed shipping (6) ___________is enclosed, together (7)___________4 copies
of the (8) ___________ of lading. Please sign and (9) ___________ 3 copies of the bill
and charge the amount to our (10) ___________
Yours faithfully
4. Advice of Shipment to Importer

Dear Mr.
Order No. 8901/6
The above order was shipped on 17 April 20-- on the SS America (1)................... is due
in Liverpool on 27 April.

We have (2) ................... your agents, Eddis Jones, who will (3)...................
arrangements for the consignment to be sent to you, (4) ................... you requested.

Our bank's agents, Westmorland Bank Ltd., High Street, Nottingham, will hand (5)
................... the documents which (6) ................... of a shipped clean bill of lading (No.
517302), invoice (No. EH3314), and insurance certificate (AR 118 4531), (7)
................... you have accepted our bill.

We are sure you will be delighted when you see the machines, and that they will find a
ready (8) .................... in your country. Meanwhile we are (9) ................... a catalogue of
our new models and believe you will be very interested in the machines, illustrated on
pp. 103-110. We look forward to hearing from you again in due (10) ...................
 152 UNIT 9. TRANSPORTATION

Yours truly
Encl.
5. Advice of shipment to forwarding agent in buyer's country

Dear Sir / Madam

Please note that we have shipped the following goods to you by 88 Merchant Prince,
which (1) ................... Liverpool yesterday and is (2) ................... to arrive at Alexandria
(3) ................... 9 August.
Mark and Goods Gross Value
Numbers (4)...................
JR 1--4 4 cases crockery 280 kg 43,280
Insurance (5) ................... the sum of 2,200 is provided as far as Alexandria only.
A copy of the bill of lading and the invoice are (6) ................... Please arrange to (7)
................... the consignment and deliver it to Messrs Jean Riachi & Co, Mansura, who
will be (8) ................... for all charges.
The consignment is urgently required, so your (9).................... attention will be
appreciated.
Yours (10) ...................

Practice 3. English-Vietnamese Translation

1. Would you let us know by return of post the earliest vessel leaving London for New
Zealand, and let us have your charges and the relevant documents?
_____________________________________________________________
_____________________________________________________________
2. In reply to your letter of May 12, the earliest vessel due out of London for New Zealand is
the SS Northern Gross which is at present loading at No. 3 Dock, Tilbury, and will accept
cargo until May 18 when she sails.
_____________________________________________________________
_____________________________________________________________
 UNIT 9. TRANSPORTATION 153
3. Enclosed you will find the completed shipping form and bill of lading, (10 copies), eight
copies of which should be signed and returned to us. I have also attached a cheque in
payment of your freight account.
_____________________________________________________________
_____________________________________________________________
4. We shall be glad to book your four cases for either of these vessels and enclose our
shipping form. Please complete it and return it as soon as possible.
_____________________________________________________________
_____________________________________________________________
5. Would you please handle all the shipping formalities and insurance, and send us seven
copies of the bill of lading, five copies of the commercial invoice, and the insurance
certificate.
_____________________________________________________________
_____________________________________________________________
6. The vessel was carrying a consignment of computers for our clients shipped B/L 6715,and
they want to know why the ship has been delayed. A prompt reply would be appreciated.
_____________________________________________________________
_____________________________________________________________
7. I am sure that your customers will now have been able to collect their consignment and
apologize for the delay. As you know from previous experience of shipping with us, our line
keeps to schedules and this incident was an unfortunate exception.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
8.This letter is to confirm our telex to you this morning in which we asked if you could find a
ship of six to seven thousand tons which we could charter for six months to take shipments of
grain from Baltimore, in North America, to various ports along the South American coast.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
9. Our contract states that we have to take delivery between 1st and 5th August, so we will
need a ship that will be able to load during those dates. Please advise us if you can get a
vessel and let us know the terms.
_____________________________________________________________
_____________________________________________________________
 154 UNIT 9. TRANSPORTATION

10. You should have already received our fax in which we said that we had an option on a
vessel, the MS Sheraton, which is docked in Melbourne at present. She has a cargo capacity
of 7,000 tons and although she is larger than you wanted, her owners are willing to offer a
part charter of her.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
11. The use of containers provides a highly efficient form of transport by road, rail, and air,
though its fullest benefits are felt in shipping where costs may be reduced by as much as one
half. Containers are constructed in metal and are of standard lengths ranging from ten to forty
feet.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
12. They have quoted £ 2.30 per ton which is a very competitive rate considering you will be
sharing the cost. Please will you fax your decision as soon as possible?
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
13. Mechanical handling enables cargoes to be loaded in a matter of hours rather than days,
thus reducing the time ships spend in port and greatly increasing the number of sailings.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
14. We shall shortly have a consignment of watches ready to send to Cuba. Because of their
fragile nature we wish to send them by air from Hanoi and should be glad if you would send
us particulars of your rate for freight and other charges, including insurance.
_____________________________________________________________
_____________________________________________________________
 UNIT 9. TRANSPORTATION 155
15. Please fill in the enclosed Despatch Form and return it to us with the consignment and
commercial invoices, one of which should be included in the parcel for customs inspection.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Practice 4. Vietnamese - English Translation

_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
ite

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
 156 UNIT 9. TRANSPORTATION

_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

chúng tôi.
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
13. n

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 UNIT 9. TRANSPORTATION 157
15.

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________

Practice 4. Letter-writing
1.

H
-G khách
khách
- khách khai

-Q

_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
2.

-
-
-
- .
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
 158 REFERENCES

REFERENCES
Ashley, A. (2010). The Handbook of Commercial Correspondence. Longman.

Gartside, L. (1992). Model Business Letters. Longman: Pitman Publishing.

Lougheed, L. (2003). Business Correspondence: A Guide to Everyday Writing (2nd ed).

Pearson Education, Inc.

Maskari, K. M. A. (2013). A Practical Guide to Business Writing: Writing in English for

non-native speakers. Wiley.

Talbot, F. (2009). How to Write Effective Business English. Kogan Page Limited.
REFERENCES 159