írta:

Hadászi Ágnes

Lektorálta:
Antónia Fabó
Izer E m ő k e

© Hadászi Ágnes és a Képzőművészeti Kiadó, 2005

ISBN 963 336 980 0

Kiadja a Képzőművészeti Kiadó Kft.

Felelős kiadó: a Kiadó ügyvezető igazgatója
Kiadói azonosító: 2231
Nyomdai előkészítés: Erlei & Társa Bt.
Nyomtatta és kötötte: Kaposvári Nyomda Kft. - 250627
Felelős vezető: Pogány Zoltán igazgató
ELŐSZÓ

Régóta várt, hiánypótló munka a Basic Logistics. Azoknak készült, akik

középszintű (kb. 350-400 óra) vagy annál magasabb szintű nyelvi ismeretekkel
rendelkeznek, és erre a tudásra építve kívánják szóbeli és írásbeli
képességeiket a logisztika szakterületén bővíteni. Megfelelő ismeretanyagot
nyújt logisztikai ügyintéző és logisztikai menedzser szinten is.
A könyv azoknak is hasznos lehet, akik nem iskolai keretek között kívánnak
tanulni, hanem mindennapi munkájuk, egyéni érdeklődésük igényli önmaguk
továbbképzését. A Basic Logistics feldolgozható tanári segítséggel és
egyénileg is. Mindkét esetben ezt könnyíti meg a könyv végén a nehezebb
feladatok megoldókulcsa. A tankönyv célja, hogy olyan lexikai, gyakorlati és
szakmai ismereteket nyújtson, amelyek segítségével a hallgató a későbbiekben
önállóan bővíteni és alkalmazni tudja azokat. A tananyag elsősorban a
beszédkészség, szövegértés és íráskészség fejlesztését szolgálja, ebben
segítenek az üzleti levelek, dokumentumok, bizonylatok. Nem törekszik - nem
is törekedhet - teljességre, de a logisztikai feladatok ellátásához szükséges
alapvető nyelvi és szakmai ismereteket összefoglalja.
Ezúton szeretnék köszönetet mondani az anyanyelvi lektornak, Antonia
Fabónak, illetve a szakmai lektornak, Izer Emőkének, valamint mindazoknak,
akik nélkül ez a könyv nem készülhetett volna el. Bízom benne, hogy szívesen
és eredményesen tudják használni.

Sok siker és jó tanulást kíván:

A szerző

5
CONTENTS

Chapter 1 Verbal Business Communication 11

1 First-time meetings 11
2 Negotiations 16
3 Meetings 21
4 Presentations 26

Chapter 2 Phone Calls 31

Chapter 3 Written Business English I 39

1 General features of business letters 39
2 Useful phrases to open and close a letter 43
3 Inquiries, replies to inquiries and offers 45
3.1 Inquiries 45
3.2 Reply to a letter of inquiry 48
3.3 An offer 48
4 Order and reply to an order 53
4.1 Order 53
4.2 Modification, refusal 55
4.3 Letter of advice 55
5 Shipping 58
5.1 Inquiries 58
5.2 Reply to an inquiry 59
5.3 Shipping instructions 60

Chapter 4 Written Business English II 69

1 E-mails 69
2 Faxes 69
3 Business-cards 72
4 Memoranda (memos) 72
5 Agendas 75

7
Chapter 5 Commerce 77
1 Basic concepts of logistics 78
2 Useful language: Saying numbers 81

Chapter 6 Distribution 85
1 Channels of distribution 85
2 Transport 85
2.1 Means of transport 86
2.2 Parties involved in the carriage 89
3 Useful language: Dates 92

Chapter 7 Incoterms 96

Chapter 8 Forwarding, International Trade Documentation Ill

1 Forwarding Ill
2 International trade documentation 113
2.1 Transport documents 113
2.2 Commercial documents 117
2.3 Insurance documents 118
2.4 Documents required by government departments or agencies 119
2.5 Financial documents in international trade 120
3 Letter of advice 120
4 Sample Documents 128

Chapter 9 Warehousing, Packing and Marking 145

1 Warehousing 145
2 Packing 146
3 Marking of cargo 148
4 Containerisation 149
5 Sample documents 154

Chapter 10 Insurance 174

1 Types of insurance 174
2 Marine insurance 176
3 Claims 178
4 Sample documents 184

Chapter 11 Payment 186

1 Methods of payment 186
2 Useful language: Asking for payment 191
3 Sample documents 198

8
C h a p t e r 12 Complaints and Adjustments 202
1 Complaints 202
2 Letters of complaints 204
2.1 Complaints about incorrect goods 205
2.2 Complaints about quality 205
2.3 Complaints about quantity 206
2.4 Complaints about packing 207
2.5 Complaints about delay 210
3. Adjustments 211
3.1 Replies to quality complaints 212
3.2 Replies to quantity complaints 213
3.3 Replies to complaints about packing 214
3.4 Replies to complaints about delay 216
4 Useful language: Telephone complaints 222

C h a p t e r 13 Miscellaneous Tasks 230

1 The contract 230
2 Customer service 232
3 Guarantee service 232
4 Useful language: Product characteristics 236

Appendix 240
Key to exercises 246
Bibliography and Sources of llustrations 253
Read on 254

9
 Chapter 1
VERBAL BUSINESS COMMUNICATION

1 FIRST-TIME MEETINGS
First impressions are very important, not only in everyday life but also in
business life. You should always use the appropriate form of social English.
The first step is knowing what greeting to use when you meet somebody.

Here are some useful expressions.

- How do you do? - How do you do?

- Pleased/Nice to meet you. My name is ...
- Hello, my name's ...
- I'm sorry, I didn't catch your name.
- May I take your coat? Please, have a seat. - No, thank you. I've been sitting
all day.
- Would you like a biscuit? - That's kind of you, but no thank you.
- Can I bring you something to drink?
- White or black?
- Can I get you another drink?
- Did you have any problems getting here?
- So how was the weather in ...
- Is this your first visit to ...
- How long are you here for?
- Shall I call a taxi? - That would be very kind of you.
- Would you like me to call the hotel for you? - Yes, please. That would be
really nice.
- Shall we get down to business?
- As you know, I'm here because...
- How are you? - Fine, thanks. And you? You're looking well.
- Nice to see you again. — Nice to see you, too. How are you?
- It's been a long time, hasn't it? - Yes, I think we last met a year ago in
London.
- Nice weather, isn't it? - Yes, lovely. I hope it stays like this for the weekend.
- Terrible weather, isn't it? - Yes, awful. I think it's rained every day since I
arrived.
- This coffee's a bit weak. - Yes, it is, isn't it? Not like the coffee you get in
Turkey.
- Did you get that report I sent you? - Yes, I did, thanks. It was very useful.
- Is that the time? I guess I should be going. - Oh, so soon?
- It's been nice meeting you again. Have a good trip, and give my regards to
your family. - Thanks. I'll do that. See you next month in Moscow. Bye.
- Have a good flight. - Thank you. I hope to see you soon.
- See you next week. - Yes, see you on Monday. Bye.
- It's been nice meeting you. - And you.

EXERCISE 1
Match the phrases on the left with the appropriate reply on the right.

1 Do keep in touch. a) How do you do?

2 Have you been here before? b) No, this is my first visit.
3 Nice to have met you. c) And you.

4 How do you do? d) Yes - I hope we can meet again.

EXERCISE 2
Choose two possible responses for each remark.

1 How's your family?

A They're all well.
B Fine, thanks.
C She's well, thank you.

2 How are you?

A Pleased to meet you.
B Not so bad.
C Fine, thanks.

3 How's business?
A So-so.
B Pretty good, thanks.
C Yes, it is.

12
4 I really like my new job.
A I'm sorry to hear that.
B That's great news.
C I'm glad to hear that.

5 She isn't very well, I'm afraid.

A I'm sorry to hear that.
B Really? I am sorry.
C I'm happy to hear that.

6 What about you?

A I'm fine, too.
B I'm very well, too.
C I'm sorry to hear that.

EXERCISE 3
Here are some answers. What are the questions?
e.g. Not very well. I was ill for several days last week.
Question: How are you?
1 He's fine, thanks, and the children are well, too.
2 We're having an excellent year - lots of new contracts.
3 She's very well - she's studying at business school now.
4 Fine, thank you. I really like my new boss.
5 Not so bad.

EXERCISE 4
You meet your partner for the first time in three months. Ask and answer
questions about the following:
- your companies
- your jobs
- your families
- your English course

EXERCISE 5
Some business contacts are visiting your company. You are going to send them
a list of dos and don'ts to avoid embarrassing situations in your country. With
a partner, make notes on the important listed points. These will be the basis of
a short presentation that one of you is going to make.

13
 Dos Don'ts

Greetings What to do and say

Names First name, last

name, title? Same
for men and
women?

Working hours What are the usual

working hours?
Attitudes to
overtime
Business breakfasts
or lunches?

Punctuality At what time should

they arrive at a
meeting planned
for 9.30?
When should the
meeting end?

Meetings Average length

Who chairs the
meeting?
Is it OK to
interrupt?
Formal or informal
atmosphere?

Dress code What should men

and women wear:
- to the office?
- at social events?
Is it OK for men to
take off their
jackets?
Are there different
dress codes
depending on the
host's rank?

14
 Dos Don'ts
Entertaining When, where and
how does business
entertaining take
place?
What to say and do
when starting to eat
Who pays? Tipping?
Would they be
invited to the host's
home?
If yes: dress code
and gifts?
Are spouses usually
included?
How much alcohol
should be
consumed, if any?
Toasts: what to say
and do

Gifts in other In what

situations circumstances
do people offer
gifts?
What would be
appropriate for each
situation?

Gender issues Are men and

women treated the
same wav?

Other Anything else they

need to know:
- religious and
national holidays
- rules and

15
2 NEGOTIATIONS

A successful negotiation is when two people or teams reach agreement on

something which they are both satisfied with. There should not be a winner and
a loser. The negotiation should end with both parties getting what they want.

To be a good negotiator takes a lot of skill and preparation. You need to:
- understand what is a good result for the other party as well as yourself
- have a clear idea of your objectives
- be willing to compromise on your objectives
- be sure what your priorities are: what is most important to you
- have a strategy: a plan of what you are going to do and say
- listen carefully to the other people: what they say and how they say it
- be well-prepared

Here is a sample negotiation between Mary Thompson, a buyer for an

American firm, and Henry Bienvenue, a French Sales Manager:

M: - If we buy more than 500 cases of the Reserve, what discount can you
offer us?
H: - On 500, nothing. But if you buy 1,000 cases, we'll offer 15%.
M: - Let me think about that. Now, if I place an order for 1,000, will you be
able to dispatch immediately?
H: - I don't know about immediately, but certainly this month.
M: - Well, if you get it to us before the Christmas rush, it'll be OK. I take it
your prices include insurance?
H: -Actually, no. You'd be responsible for that. If you can increase your
order, then we'd be willing to cover insurance as well.
M: - / need to do some calculations.
H: - Let's look at methods of payment. Since we've not dealt with you
before, we'd like to be paid by banker's draft.
M: - Well, this is a large order. We've done business with many well-known
wine producers and we've always paid by letter of credit.
H: - OK. If we agree to you paying by letter of credit, then you'll have to
pay us within thirty days.
M: - That should be fine.

16
EXERCISE 13
Dos and don'ts of negotiating. Mark with "+" things you think you should do
and with " - " things you think you should avoid.

1 Plan a strategy
2 Spend five minutes in social conversation before you get down to business
3 Start from an extreme position
4 Show disrespect to your opponent
5 Use slang/inappropriate language
6 Concede without exchange
7 Exaggerate the value of your concessions, minimise the value of the other
party's
8 If the other party insists on something on principle, expect a concession in
return
9 Fix limits to what you will accept
10 If you are happy with the result, shout "I've won!"

Negotiation is a process where the two parties start from an extreme position,
examine the possibilities of co-operation and move towards an agreement
through mutual concessions. Agreement may be more favourable for one party
than the other, but the principle of exchange of concessions, equal in number -
though not necessarily in value - generally applies.

An agreement on the terms of a contract is usually achieved through the phases

of negotiation.

The stages of a negotiation usually follow the pattern below:

Agreeing a procedure
I think first of all we should establish a procedure.
May I suggest that we begin by ...?
We have a lot to discuss.
Let's see how we get on.
That's OK with us.
Fine.
I'm sure there's room for negotiation.

17
Presenting your position
Our position is this.
This is how we see it.
What we are looking for is ...
Our position is quite clear
Firstly, ...
Our main worry is ...
We hope to achieve ...

Exploring positions
How important is ...?
Supposing we were to say ...?
Why do you want ...?
How do you explain ... ?
This is the most important factor from our point of view.
How would you feel if ...?

Establishing the bargaining zone

We could not accept ...
That would be out of the question.
I'm afraid you'll have to do better than that.
We have to maintain a policy.
The main problem here is ...
Suppose that we ...?
We have no room for manoeuvre here (AmE - maneuver).

Bargaining
We can offer ...
We could not go beyond ...
If you then we may be able to ...
This is our final offer.
Our proposal would be ...
Our bottom line is ...
We could accept this only if ...
We would have to get back to you on that one.

18
EXERCISE 13
Match the sentences on the left with the more diplomatic sentences on the
right.
1 We must talk about price first.
2 There's no way we can give you
any credit.
3 I want a discount.
4 I won't lower my price.
5 Can you alter the specification?
6 Your price is far too high.
a) Your price seems rather high.
b) Unfortunately, I can't lower
my price.
c) Could you give me a discount?
d) I'm afraid we can't give you any
credit.
e) I think we should talk about price
first.
f) I wonder if you could alter
the specification.

EXERCISE 8
A) Complete the sentences with the correct word from the box.

costs delivery discount insurance letter

order shipping terms

1 We could offer free delivery if you placed a large

2 If you agree to quicker payment , we'll give you a 3% discount.
3 We'll increase our order on condition that you pay shipping
4 If you covered both and insurance, we would place further
orders with you in the near future.
5 We'll consider covering ourselves provided that you dispatch
within five days.
6 We'll continue to offer an attractive so long as you agree to
pay by bank transfer.
7 Provided you pay us within thirty days, we can promise within
two weeks.
8 I'm afraid that's not acceptable unless we can pay by of credit.

B) Which of the sentences above could be spoken by a supplier, and which

by a buyer?

Supplier:

Buyer:

19
In his book The Art of Winning, Harry Mills says that most negotiations have
seven stages. These are listed below, but are in the wrong order.
Put the stages in order. What word do the initial letters of the stages spell?
- Probe with proposals:
Make suggestions and find areas of agreement.
- Close the deal:
Bring the negotiation to a clear and satisfactory end.
- Signal for movement:
Signal that you are prepared to move from your original position.
Respond to signals from the other side.
- Exchange concessions:
Give the other side something in return for something you need or want.
- Tie up loose ends:
Confirm what has been agreed. Summarise the details on paper.
- Explore each other's needs:
Build rapport. State your opening position. Find out the other side's
position.
- Ready yourself:
Prepare your objectives, concessions and strategy.
Gather information about the other side.

EXERCISE 9
In his book The Pocket Negotiator, Gavin Kennedy describes two extreme
styles of negotiator: Red Stylists and Blue Stylists.

Read the summary of the two styles. Then decide if you are:
1 A Red Stylist
2 A Blue Stylist
3 Somewhere between the two styles

Red Stylists... Blue Stylists...

...want something for nothing.
...try to win by showing they are
stronger than the other person.
...see negotiation as a short-term activity.
...use tricks and pressure to get what
they want.
...want to trade something for
something.
...try to succeed by co-operating
with the other person.
...see negotiation as a long-term
activity.
...do not use tricks. They think
about each other's interests.

20
3 MEETINGS

Company meetings are held in order to discuss problems and to come to

decisions about their solution together.
There are meetings of different sizes. The number of people asked to be present
at a meeting out of those involved in the problem should depend on the
problem you want to deal with.

EXERCISE 10
Here are some problems and a suggested way of dealing with each. Discuss in
small groups. Give your reason for agreeing or disagreeing. ("If ..., then ...")

1 The firm is nearing bankruptcy and it will probably be necessary to make

four members of the office staff redundant. The normal policy is "last in -
first out"
- a meeting of everyone involved.

2 The director requires a report on your department's plans over the next five
years.
- one person should decide what to do and then inform everyone.

3 There is to be a company outing next month and everything has to be

planned and organised.
- a meeting of about ten of the people involved.

4 Someone has been leaking information about your firm's products to your
rival. It may be a member of your staff.
- a meeting of four or five of the people involved.

5 One of the departments has had poor results. The team should be made
more efficient.
- a one-to-one meeting between two of the people involved.

Meetings, especially larger or more formal ones, are usually chaired by a

chairman whose task is to open, close or adjourn the meeting, as well as to
control the content, flow and direction of the meeting.

21
The language you need to control and/or take part in a meeting

I TARGETS
Opening the meeting
Right. Can we start, please?
Shall we begin?
O.K. Let's kick off.

Establishing targets
The main aim of this meeting is to ...
The first thing we must do is ...
Finally we should try to ...
I'd like us to reach a decision today.
This is for information only.

Introducing the subject

What is the situation at present?
Let's look at possible courses of action.

II INITIAL CONTRIBUTIONS
Asking for initial contributions
Perhaps you could start, Peter, with ...
Would you like to begin, Liz, with your ...

III MAIN DISCUSSION

Asking opinions
What's your opinion, Sue?
What do you think about this, Paul?
How do you feel about Bob's idea, Jack?
Giving your opinion
I suggest that ...
I propose that ...
I move that ...
My own feeling is ...
Agreeing
We accept that.
You're right.
I agree.

22
Disagreeing
I disagree.
I'm not too sure ...
I don't think it will work.
I'm against the motion because ...

Interrupting
Can I come in here?
Sorry to interrupt, but ...
Just a minute!

Dealing with interruptions

Just a minute. Let me finish.
Hang on, I haven't finished.

Slowing down a meeting

Just a moment. I think we should look at this more carefully.

Speeding up a meeting
Time is short. Can we move on to ...
Can we leave that till later and go on to ...
I think we are running out of time ...

Digressing
Can I digress for a moment?
I think we should look in passing at ...

Dealing with digressions

I think we are getting away from the subject.
Let's keep to the immediate subject, which is ...

Getting things clear

There seems to be some confusion.

Dealing with personal disputes

Let's just concentrate on the arguments. Rose, you have experience of
this, I'd like to ask you a question.

23
IV DECISIONS
Summarising and concluding
Is there anything else we should discuss?
Right. Let's see what we've got.
Let's summarise what we've said so far.
OK. Can we come to a decision on this?
Right. We have decided, then, to ...

Closing the meeting

Let's finish there.

EXERCISE 11
Roleplay this situation.

You arc senior managers at a hi-fi manufacturer. Your company is losing

market share.
You strongly suspect your main rival is using unfair methods to promote its
products.
For example, you are almost sure that your rival has been:
a) making cash payments to main dealers;
b) offering expensive gifts to important customers.
Hold a meeting to consider how to solve the problem.

EXERCISE 12
Discuss these questions.

1 Is decision-making only about sensible, rational choices?

Should emotion play a part? What about when choosing the following?

a wife or husband a present for someone a new company logo

a holiday destination a new product to develop someone for a job

2 Think of an important decision that you have made. How did you decide?
3 Do men and women have different ways of making decisions?
4 Who makes the big decisions in your household? Why?

24
EXERCISE 13
Which ideas below do you agree with? Which do you disagree with? Why?

1 Before making a decision

a) write down the pros and cons.
b) try to reduce stress.
c) take a long time.
d) have a sleep or a rest.
e) consult a horoscope.
f) ask as many people as possible.
2 If a choice has cost you a lot of time and money, stick to it.
3 Rely on the past to help you make a decision.
4 Reduce all decisions to a question of money.
5 Be totally democratic in group decision-making.

EXERCISE 14
Marion Haynes, a well-known writer on decision-making, recommends eight
steps for making decisions. Use her approach to do the role play below.

1 Discuss and analyse the situation.

2 Define the problem.
3 Set an objective.
4 State what is essential and desirable.
5 Think of alternatives.
6 Decide how to evaluate them.
7 Evaluate alternatives.
8 Choose among alternatives.

You are board members in a manufacturing firm which employs 500 people.
As your company is making a loss, you must cut costs. Hold a meeting to
choose one of the following options. State what action you intend to take.
- Cut factory workers' wages by 10%
- Reduce everyone's salary by 8%
- Make fifty employees redundant
- Pay no end-of-year bonuses

25
4 PRESENTATIONS

If possible, view a recording of a commercial presentation on TV.

Make notes on:

- what the product is
- how many people do the presentation
- what visual aids are used
- what features of the product are mentioned
- what benefits are mentioned (feature = what it's like, benefit = what it's
good for)
- what the product is like, compared to a competing product
- any questions from the audience
- which phrases are addressed directly to the audience
- how you think this presentation differs from one, say, given by a supplier to
the Sales staff of a company

EXERCISE 15
Here is a plan for a product presentation, and some of the phrases that could
come in useful.
Fill the gaps with the right phrases.

I Introducing yourself
1
2
3

II Preparing the audience

1
2
3

III Delivering the message

1
2
3
4
5 (digressing)
6
7

26
IV Rounding off/concluding
1
2
3
4
A I'd like to talk about ...
B In conclusion ...
C To return to the point I made earlier ...
D I want to stress ...
E First, let me introduce myself; I'm ... from ...
F That brings me to the end of my presentation.
G Feel free to interrupt if you have any questions.
H Good morning.
I Thank you for your attention.
J First of all ... Next ...
K Please excuse my rather poor English.
L I'd like now to turn to ...
M I'll begin by describing ... and then go on to ..., and I'll end with ...
N At this point we must consider ...
O Now, to change the subject for a moment ...
P If you have any questions, I'll be glad to answer them.
Q Before I finish, I'd like to summarise the main points.

EXERCISE 16
Choose a product or service. Make a list of the facts you wish to present about it.
Construct your presentation following the pattern above. Give the presentation.

EXERCISE 17
Comment on the following statements. In your opinion are they:
a) essential b) helpful c) unhelpful for a successful presentation?
1 Tell a joke at the beginning.
2 Speak more slowly than you normally do.
3 Smile a lot.
4 Involve the audience.
5 Invite questions during the presentation.
6 Always keep to your plan.
7 Move around during your presentation.
8 Use a lot of gestures to emphasise important points.
9 Read out your presentation from a script.
10 Stand up when giving your presentation.

27
KEY WORDS
achieve elér
adjourn elnapol, berekeszt
agreement egyezség, megállapodás
alter módosít, változtat
appropriate megfelelő
audience hallgatóság
avoid elkerül
bank transfer banki átutalás
bankruptcy csőd
bargaining alkudozás
be out of the question szóba sem jöhet/kizárt dolog
bonus jutalom
chair elnököl
circumstance körülmény
concede beleegyezik, megad
concession engedmény
conclude befejez, megköt (szerződést), végződik
confirm megerősít
confusion zűrzavar
consider megfontol
contract szerződés
co-operation együttműködés
credit hitel
cut costs csökkenteni a költségeket
deal with foglalkozni vmivel
decision-making döntéshozatal
define meghatároz
desirable kívánatos
differ from különbözik vmitől
digress elkalandozik, eltér (a tárgytól)
discount árengedmény
discuss megvitat, megtárgyal
dispatch szállítmányt elindít
dispute vita; megvitat, kétségbe von
disrespect tiszteletlenség
efficient hatékony
emphasise (AmE -ize) hangsúlyoz
equal egyenlő
evaluate értékel
exaggerate eltúloz, felnagyít

28
explore felfed, feltár
extreme szélsőséges
favourable kedvező
feature jellemző (vonás, tulajdonság)
gather gyűjt
get down to nekifog, hozzálát
in return cserébe
increase növel
insist on kitart vmi mellett
intend szádékozik
interrupt megszakít
leak information információt szivárogtat ki
maintain fenntart
make sy redundant elbocsát vkit
market share piaci részesedés
mutual kölcsönös
negotiating tárgyalás
opponent ellenfél
overtime túlórázás
party fél
phase fázis, szakasz
point of view nézőpont
proposal javaslat
provided feltéve ha
rank rang
rapport harmonikus kapcsolat
solution megoldás
spouse (házas)társ
summarise (AmE -ize) összegez
target cél

YOUR NEW WORDS

30
 Chapter 2
PHONE CALLS

Talking to a business partner on the phone is an important part of business

communication.
Do you know what "think a smile" means? It is an instruction for people
answering the phone at a company, since it is a physiological fact that if you
smile, your voice comes out happier, and the first contact voice with the
customer certainly affects the company image.

A phone call is still the simplest and quickest way to get in contact with your
business partner when the case is urgent or a personal touch seems to be
appropriate, e.g. fixing or changing an appointment, sorting out problems or
clearing up mistakes that have occurred in the process of ordering, invoicing,
paying, forwarding or using the product. Whatever is agreed on, however,
should be followed up by written documentation.
The language used in business calls is slightly different from personal calls.
Study the expressions you might expect to come across

INTRODUCING YOURSELF

Person calling
Hello, this is Jack Davis.
Good morning. I'm Jack Davis.

Person called
723 4560. (We say numbers separately and pause between groups.
Say oh for 0 in the UK and zero in the USA:
seven - two - three — four - five - six - oh/zero)
Creek and Company. Can I help you?
Wilkins here.
345 6799. Tony Hopkins.
(three - four - five — six - seven - double nine )

31
ASKING IF SOMEONE IS IN

Person calling
Can I speak to Mr Dean, please?
Hello, is Bob there by any chance?
Could you put me through to Mrs Atkinson, please?

Person called
I'm afraid she isn't in at the moment.
Sorry, he's out of town today. Would you like to ring back
tomorrow/leave a message?
I'll see if she's in.
Could you hold the line, please? I'll try to get him on the beeper.
Hang on for a moment, and I'll put you through, (in a more informal
style)

Person calling
Are you sure he isn't there? Have you tried paging him?
What time could I reach him?
Can I contact him after four p.m.?
Right, I'll phone again next week.

WRONG NUMBER

Person calling
Oh, isn't that Black and Brothers? So sorry.
I must have dialled the wrong number.
Sorry to have troubled you.
But I found this number in the yellow pages.

Person called
You must have the wrong extension number.
Nobody by that name works here.
Who did you say you wanted to speak to?

32
EXERCISE 1
Fill in the gaps with words from the box below.

appointment checked dialled directory stand

troubled extension problems

Isn't that 93388? That's what I I think.

No, this is the wrong
I haven't got the new number. Shall
This is how things
there's nothing we can do about it.
I've
There have been some
them out.
Can we make another
month, then?
So he is not with you any more. Sorry to have
I'll put you on to the switchboard.
enquiries?
at our end. I'm afraid
uup on the prices you asked about.
lately, but I think we'll soon sort
for next
you.

EXERCISE 2
Use each of the phrases below (from A to I) once to complete the missing parts
of these two conversations.

Europe Travel, Heidi Mann.

Morning. Could I speak to Johann Keller?
1
Keller.
2
Oh, hello Robert. How are things?
3
4
Yes, they are the ones we discussed: the 12th and the 15th.
5
Of course. Bye now.

33
Pat Johnson.
6
Stewart, did you say?
7
There's no one here by that name.
8
Yes, this 13 44 68 69.
9
That's all right.
A Yes, that's right.
B Yes, hold the line and I'll put you through to him.
C Good. You'll confirm that to me in writing?
D Morning, Johann. Robert Dickson here.
E Oh, isn't there? Could I check the number?
F Could I speak to Mrs Stewart, please?
G Oh, I'm sorry. I must have dialled the wrong number.
H Yes. Can you confirm the dates now?
I Fine. You asked me to call back about the Austrian group.

EXERCISE 3
Which is the most appropriate reaction?
1 You asked me to confirm the dates of delivery.
a) Yes, that's the best time for them.
b) Yes, let me just get a note pad to write them down.
c) Yes, they'll come to Canada soon.

2 We can let you know what sizes are available.

a) Thank you. I know it.
b) Thanks. I'm glad that's OK now.
c) Thanks. I can order what we need then.

3 Can you give me a quotation?

a) We haven't any more available.
b) This price is very competitive.
c) They cost $4.25 each.

4 Can we make an appointment?

a) When are you free?
b) Shall we make a reservation?
c) Is it difficult for us to meet?

34
5 I'm tied up on Monday.
a) What about Tuesday?
b) I'll come on Monday, then.
c) Oh, I'm sorry to hear it.

EXERCISE 4
Act out the following situations in pairs. Sit back-to-back, to simulate a
telephone call.

A/1. You are Lisa Dawn. You have some business ideas you want to discuss
with Barbara Hofmann. You got her name and number from a friend of
yours. Try to arrange a meeting with her. You want to take her out for
lunch and talk to her for an hour or so.

A/2. You are Kathrine Jones from Timber Ltd. You were asked to call back Ms
Ann Black of the Sales Department at Wood Works in the morning, but
the line was engaged all the time. Try again in the afternoon and find out
what the call was about.

A/3. Your company is expecting Mr John Fulton for a visit from Glasgow. You
have reserved a hotel room for the 6th and 7th of April (BrE). His fax has
just arrived announcing that he has to cancel his visit for personal
reasons. Make a phone call to the hotel to cancel the reservation.

B/l. You are Barbara Hofmann. You are busy all next week, except for
Wednesday from 11am.

B/2. You have a double role

a) you are the switchboard operator for Wood Works and connect the
caller to the required department, then
b) you are Ann Black's colleague. She left a note on your desk: 'Contact
Ms Jones of Timber Ltd.' Ask for a catalogue (BrE) and a price list.

B/3. You work on the reception at The Forest Hotel. Answer the phone.

35
EXERCISE 13
The phrasal verbs below are used for telephoning. Match them with the correct
meanings.

1 call back a) make contact

2 cut off b) find
3 get back to c) telephone again/contact again later
4 get through d) wait
5 hang up e) talk louder
6 hold on f) telephone again/contact again later
7 look up g) break contact
8 pick up h) answer
9 put through i) replace the receiver
10 speak up j) connect

EXERCISE 6
Put the phrasal verbs in exercise 5. in the correct order in a phone call.

Before call Starting call During call Ending call After call

call back

EXERCISE 7
Complete these sentences with the phrasal verbs from Exercise 5. Make sure
you use the correct tense.
Example
1 If you don't know a number you can always look it up in the directory.
2 a minute, I'll see if she's free.
3 It look a long time, but eventually I to him.
4 The switchboard me to the
manager's office.
5 This is a terrible line. I can't hear you very well. You'll have to

36
 6 I don't have the figures. I'll have to you tomorrow.
7 I can't talk now. I'll you later.
8 He's on his mobile and the signal is weak. That's why we keep getting

9 When you finish a call you

10 It's been ringing for ages. I wish she'd the phone.

EXERCISE 8
Complete the telephone conversations with a suitable preposition from the box.

at back at by for in to at

1 A: Could I speak Mark Andrews, please?

B: I'm afraid Mr Andrews is a meeting at the
moment.
2 A: Could I leave a message Frank Dawson?
B: Yes, of course. What would you like to tell him?
3 A: Could you tell him I'll call tomorrow?
B: Yes, I'll tell him as soon as he gets
4 A: Could you get back me as soon as you have the
information?
B: Yes, we'll let you know tomorrow afternoon
the latest.

KEY WORDS
affect hat, befolyásol, érint
beeper csipogó
cancel töröl
case ügy, eset
clear up tisztáz, felderít
extension mellék (tel.)
get in touch with kapcsolatba lép, kerül
hang on/hold on tartani a vonalat
leave a message üzenetet hagyni
page kerestet
put sy through to kapcsolni vkit
quotation árajánlat
receiver telefonkagyló
reservation foglalás
sort out megold

37
YOUR NEW WORDS

38
 Chapter 3
WRITTEN BUSINESS ENGLISH I

1 GENERAL PARTS AND FEATURES OF

BUSINESS LETTERS

Although nowadays business letters are becoming less common, they still play
an important role in written communication.
A business letter must be written in good English. It must be clear and concise,
avoiding unnecessary details and repetitions, but giving all the necessary
information.
It should be polite, grammatically correct and neatly typed.
The layout of a business letter is of immense importance. It should reflect care
and good taste, as the recipient of the letter may get his or her first impression
of the company from this letter.

THE ELEMENTS OF BUSINESS LETTERS

1 Letterheads (sender): Companies usually use printed letterheads with the
company's name, logo, address, e-mail and home page address, telephone and
fax number. They can be printed in the centre or on the right-hand side of the
page.

2 References: When replying to your letter the recipient will be asked to quote
your reference, which can be a combination of letters and numbers. It can be
put either to the left-hand or right-hand side of the page, either preceding or
following the inside address.

3 Date: The date must be shown together with the reference. In Britain they
write the day first, but in the United States they begin with the month. Where
confusion is possible, write the month as a word, e.g.: 27th March 2005, or
March 27, 2005.
Other versions are self-evident and can may be accepted: 27.03.2005 or
27/03/2005 (03.27.2005 or 03/27/2005 in American English).

39
4 Inside address (addressee): this is written on the left-hand side above the
body of the letter, and consists of the name and address of the person and the
company the letter is being sent to.
- When you know the name of the person, it must be written first,
e.g. Mrs Rose Taylor, Messrs J O Smith and L Carpenter
- If you do not know the name, the person's position should be written
e.g. The Sales Manager, The Personnel Officer of The Sales Department
- It must be followed by the name of the company
e.g. Merchant Ltd.
- Then the correct address follows: the number of the building with the name
of the street, the town or village, the county, the postcode and the country,
all on separate lines.
Mr James More
Production Supervisor
Black Hole Ltd.
Fielding House
11 Main Road
Blackpool
Lancashire FY3 5UL
UNITED KINGDOM

5 Attention line: this is written on a separate line, and is usually underlined.

With the help of this heading we let the recipient know to whom the letter must
be forwarded, e.g.: For the attention of the Sales Manager

6 Salutation: this is written next to the left-hand margin and is traditionally

followed by a comma (or a colon in AmE), though it is becoming increasingly
popular to omit the comma.
The most usual forms are:
1 to a company or an unknown person: Dear Sirs, Sir/Madam, (BrE) Ladies
and Gentlemen (AmE)
2 to a man if you do not know his name: Dear Sir,
3 to a woman if you do not know her name: Dear Madam,
4 to someone you know: Dear Mr/Mrs/Miss/Ms Black,
5 to a friend: Dear Jack,

7 Subject line (Heading): this is written next to the left-hand margin on a

separate line and is underlined. It summarises (BrE) the main topic of the letter,
e.g.: Order No. 43567

8 Body of the letter: the letter can be indented or block form. The latter is
preferred. A line is usually left between the paragraphs. The body of the letter

40
generally begins with an opening or introductory paragraph, continues with the
main paragraph(s) and ends with a concluding paragraph.

9 Complimentary close: the way you close your letter depends on how you
open it:
- Dear Sirs/Sir or Madam, - Yours faithfully, (BrE)/Sincerely yours
(AmE)
- Dear Mr/Mrs Black, - Yours sincerely, (BrE+AmE)/Yours truly
(AmE)
- Dear Jack, - With best wishes,/Yours,/Sincerely,

10 Signature: the letter concludes with it, and you should type your name and
position and title under it (stamps are not generally used).

11 Other abbreviations:
re: regarding
pp: (on behalf of) when you sign the letter for someone else
Enc./Encl.: if there is an enclosure it should be indicated in the lower left-hand
corner of the letter.
c.c. (= carbon copies): used when a copy of the letter is sent to another party

41
 Your letter layout should, therefore, look like this:

TM Breweries GmbH

Baubergerstr 17
80991 Munich
Ms Teresa Winch
Vending Machines Inc
Box 97
New York

19 February

Dear Ms Winch 3 _
South East Asian opportunities
I was very pleased to have met you again at the open day we held in
our Munich brewery last week. I hope you enjoyed yourself and felt
that your visit was useful.
I found our discussion about the activities of your organisation in
Korea very interesting. It seems to me that there are a lot of ways in
which our organisations could work together to our mutual
advantage in South East Asia. I have enclosed a brochure with
further information about our products. I propose that we get
together soon to discuss the matter in more detail.
I hope this suggestion is of interest and look forward to hearing
from you.

Yours sincerely ^ —

Katherine Sell
Sales Manager

Encl. product brochures

42
2 USEFUL PHRASES TO OPEN
AND CLOSE A LETTER

OPENINGS
Thank you for your letter of ...
We thank for your letter dated ...
Many thanks for your letter informing us of ...
- ... inquiring about ...
- ... confirming your earlier telephone call.
- ... enclosing your catalogue(BrE) ...
We are pleased to give you the information requested in your letter.
As we mentioned in our previous letter ...
- We refer to our telephone conversation of ... (date) ... in which you agreed
to ...
- Following our last meeting ...
- You will be pleased to hear that ...
- I would like to take this opportunity of suggesting ...

CLOSINGS
- We look forward to ...
... hearing from you as soon as possible.
... hearing your further news.
... your final decision.
... your confirmation by return post.
... our next meeting.
- We hope to hear from you soon.
- We would appreciate a prompt reply.
- We would be grateful to hear from you by return.
- Would you please give the matter your urgent attention.
- Please let me know within ... days from the date of your decision.
- We hope that the above suggestion will be acceptable to you.
- Your instructions will receive our prompt attention.
- I feel sure there must be some misunderstanding about this matter, and
I trust that this letter will help to bring about a solution.
- We apologise for the misunderstanding which has occurred.
- We regret the inconvenience caused.

43
EXERCISE 13
Having studied the definitions, arrange the parts of the letter so that everything
is in the right place, and use appropriate punctuation.

(a) Thomas Herdson

(b) EUROS LTD
(c) I look forward to hearing from you.
(d) Yours sincerely
(e) Managing Director
(f) We have received your letter of 21st January 2005 concerning the above
order for three DT computers.
(g) 22nd February 2006
(h) Order 222/W
(i) Henry Bell Sales Manager Comptech Ltd
7 Birch Street Rainborough AB65 40IS
(j) 6 Oak Road Welwet Creek PA 22345
Telephone: 3457 0992 Fax: 3457 6789
(k) Dear Mr Bell
(1) Your ref: K B / W S / 1 7
Our ref: S K / 5 L A / 8 8
(m) Unfortunately, the manufacturers cannot supply the computers you wish to
order until March. Would you prefer us to supply another type, or would
you rather wait until the original is available?

EXERCISE 2
Here are some ABBREVIATIONS used in business correspondence.

1. Bros. 12. Corp.

2. P.T.O. 13. St.

3. etc. 14. Sq

4. Ltd. 15. e.g.

5. Attn. 16. c.c.

6. No. or # 17. Co.

7. i.e. 18. Rd.

8. P.O.B. 19. c/o

44
 9. PLC 20. &

10. P.S. 21. cf.

11. Inc. 22. encl.

3 INQUIRIES, REPLIES TO INQUIRIES

AND OFFERS

3.1 INQUIRIES

The most common way to get information about a product is to send inquiries
in written form. An inquiry may be general - for example when you ask for a
catalogue, price-list or samples -, or specific, when you know exactly which
product you are interested in.

An inquiry may contain some of the following points:

1 a short introduction about your firm or some details of your business

- We are one of the main producers of ...
- We are a leading exporter of ...
- We are in the market for ...
- We are considering the purchase of ...
- You have previously supplied us with ... and we would be glad if ...

2 stating why you need the information and how you obtained the firm's
name
- Your firm has been recommended to us by ...
- We have read your advertisement in ...
- We have obtained your name and address from ...
- We understand from ... that you can supply ...
- We were impressed by the selection of ... displayed on your stand at this
year's exhibition ...

3 valuation of the market

- There is a promising market here for good quality ...
- There is a brisk demand here for high-quality ... of the type you
manufacture.
- Demand for this type of ... is not high here, but ...

45
4 a request for catalogues, samples, technical descriptions, etc.
- We would welcome
... your latest/current catalogue ...
... some samples of your ...
... the following technical data ...
... full details of your terms of sale ...
- We would be grateful if you would send us ...
- We would appreciate your sending us ...
- Would you please let us have your current catalogue showing ...
- Please send us your brochure and wholesale price-list with terms of
payment.

5 a description of the goods in detail, the quantity and the quality you
intend to buy
- Could you please give me more information about ...
- We would be glad to receive specifications of your ...
- What qualities are you able to supply from stock?
- Would you please quote for the supply of ... of
standard/medium/prime/superior quality ...
- We are considering placing substantial orders/an initial order for
1,000 units.
6 a request for a quotation, the terms of payment
- Would you please send us full details of your prices ...
- Would you please quote for the following items ...
- Please quote us your lowest/best/most competitive prices for ...
- Would you please also state your terms of payment ...
... special terms for large and regular orders ...
- Let us know if you allow cash or trade discounts.
- Payment will be made by letter of credit/cheque (AmE - check)/bank
transfer.
7 the method, the time, the conditions of delivery
- Could you please state your earliest delivery date.
- Prompt shipment is a precondition to our order.
- Early delivery would be necessary as we have a fast turnover in this
trade.
- Please let us know whether you would be able to deliver within four
weeks of receipt of order.
- Shipment would be required within six weeks of order/before 1st
May/by 1st May at the latest.
- Prices quoted should include packing and delivery to our warehouse ...
- The prices should be c.i.f. Hamburg, including export packing.

46
8 the promise of an order if the terms are favourable
- Provided you can offer favourable terms ...
... guarantee delivery within ... weeks, we will order on a regular
basis ...
- If the prices quoted are competitive and the quality is up to standard, we
will place regular orders.

9 closing lines
- Your reply by telephone would be appreciated.
- We look forward to your offer.
- Thank you in advance for any information you can give us.
- Thank you for your attention. We hope to hear from you in the near
future.
- Please let us know by return of post whether you would be interested in
such an order.

A SAMPLE INQUIRY

Dear Sir/Madam,

We were impressed by the selection of shoes that were displayed on your

stand at The Budapest International Fair.

There is a steady demand in Hungary for high-quality goods of this type.

Sales are high and a good price can be obtained for fashionable designs.

We are a large chain of retailers and are looking for firms who could
supply us with a wide range of high quality goods.

As we usually place orders, we would expect a quantity discount in

addition to a 10% trade discount off the net list price, and our terms of
payment are normally sixty-day bill of exchange, documents against
acceptance.

If these conditions are acceptable to you, please send us your latest

catalogue and price-list. We hope to hear from you soon.

Yours faithfully,

47
3.2 REPLY TO A LETTER OF INQUIRY

All inquiries must be answered promptly. If the information requested takes a

few days to prepare, a letter should be sent without delay saying that the
desired information will follow soon.

The reply may be:

1 a short letter accompanying catalogues, price-lists, etc.

Parts of it can be:
- opening lines, acknowledging the inquiry letter
- a statement of what action you are taking
- answers to any specific questions
- suggestions of ways you could help the buyer in their decision and
convince them to buy
- suggest alternatives, if needed
- invitation to your business partner to ask for further information
- conclusion

2 a detailed, so-called solicited offer

3.3 AN OFFER

Offers are usually not subject to contract, in which case you can state this.
But you can send a firm or binding offer. In this case all the conditions in your
offer are binding, provided you get an offer within a fixed period of time
(normally thirty days ).
Sometimes you may not be able to quote the price exactly, so you send an
estimate.
Specifications are sent when a detailed technical description of goods is
needed.

An offer usually includes:

- a precise and complete description of the goods
- the quantity of the goods
- the quality of the products
- the cost of packing
- the price of goods, with or without discounts
- terms and time of delivery
- terms of payment
- the validity of the offer

48
A SAMPLE OFFER (BrE)

Dear Sirs, Sir/Madam,

We thank you for your letter of 2nd April, and have pleasure in submitting
the enclosed quotation.

Unfortunately we regret that we cannot allow a discount of 6% as

requested. Manufacturing costs and freight charges have risen con-
siderably in recent months.

However, we would be pleased to offer you a special discount of 4% for

this first order, as well as our usual 3% discount if payment can be made
within one month from date of invoice.
Delivery is guaranteed within three weeks of receiving your order.

We hope that these terms will meet with your approval, and that we will
receive confirmation of your order in the very near future.

We look forward to the pleasure of serving you.

Yours faithfully,

49
EXERCISE 3
Complete the letter with the following phrases:

could you also provide on behalf of

place a substantial order please the quality of your products

PABLO CORTEZ
Avenida Pablo Cortez, no 5 35004 Valencia Spain

Mr C. Davis, 5th March, 2004

Leatherware pic,
14-19 Chatham Place,
Manchester M15 4AA

Dear Mr Davis,
Range of executive briefcases

I visited the Leatherware stand at the Düsseldorf Trade Fair last month
"Pablo Cortez" and was impressed by

send me information about

your range of executive briefcases. I think that these could do well in our
market.
full details of prices, delivery dates,
methods of payments and discounts. Could you send all the details in
your letter, as we do not have the time to search through large
brochures. Also, if you have any other products which might appeal to
this segment of the market, please let me know.
I look forward to hearing from you. If terms and delivery dates are
satisfactory, I hope to

Yours sincerely,

Pedro Jiminez

50
EXERCISE 13
The following letter is the reply which Colin Davis writes to Pedro Jiminez.
There are a number of mistakes in it - sometimes incorrect spelling, sometimes
grammatical errors or unsuitable phrases/expressions are used. Find the
mistakes and write the correct word in the space on the right.

Dear Mr Jiminez, 1 (correct)

Thank you for your letter of 5th March by enquiring 2 by

about our rainge of executive briefcases. 3
The enclosed leeflet summarises the specifications 4
and prices of our total range of brief and 5 range
attaché cases. In the most cases we are able to 6
suply goods within fourteen days. 7
We allow a qantity discount of 7% on purchases of 8
50 or more of models, rising to 15% on quantities 9
of 100 or more. Furthermore we offer a discont of 10
3% for payment within 14 fourteen days from date of 11
invoice. Payment should be paid in sterling and 12
within thirty days. 13
Finally I have taken you the liberty of enclosing a 14
copy of our latest catalogue giving full detals of 15
our range of executive luggage and leather goods. 16
I hope you will find it of an interest. 17
Should you have any further questions please do 18
not be hesitate to contact me personally on the 19
above numbers. 20
We look forward to receive an order from you in 21
the near future. 22
Yours sincerely,

Colin Davis

51
EXERCISE 13
Insert the correct words in the following passage:

substantial further e-mail

brief prospective counter-offer
identify appreciated abrupt

Inquiries or requests for information can be made by telephone, fax or

Only use these forms if you can make your inquiry very For
fuller inquiries, write a letter.
Give details of your own firm as well as ask for information from your
supplier.
Be specific and state exactly what you want. Quote box numbers, catalogue
references etc. to help your supplier what you want. Ask for samples
if you are uncertain about a product.
You can suggest terms and a discount, but be prepared for your supplier to
make a
You can be direct in your letter, yet still polite. Notice how the use of the
passive can soften a request: 'I want a prompt reply' is impolite; A prompt
reply would be ' is better. Notice also how short sentences can
create an effect, while a complex sentence can modify: 'We are
large wholesalers. We are interested in your range of shirts' is not as good as
'We arc large wholesalers and arc interested in your range of shirts.'
Close with a simple 'thank you', unless you want to indicate the possibility
of orders or business.

52
EXERCISE 6
Here is a letter (BrE) to translate:

20th March, 2002.

Dear S i r s / M a d a m ,

Sweaters for the t e e n a g e market

We are impressed by the selection of sweaters that were displayed on

your stand at t h e 'Men's wear Exhibition' that was held in Leipzig last
month.
We are a large chain of retailers, and are looking for a manufacturer w h o
c o u l d supply us with a w i d e range of sweaters for the t e e n a g e market.
As we usually place very large orders, we w o u l d expect a q u a n t i t y
discount in a d d i t i o n to a 20% trade discount off net list-prices, and our
terms of p a y m e n t are normally thirty-day bill of exchange, d o c u m e n t s
against acceptance.
If these conditions are acceptable to you, and you can m e e t orders for
over 1,000 garments at a t i m e , please send us your current catalogue and
price-list.
We h o p e to hear f r o m you soon.

Yours faithfully,

H. Smith,
Chief Buyer

4 ORDER AND REPLY TO AN ORDER

4.1 ORDER

After you have received an offer or a quotation, you can place an order. Orders
must be written very accurately. Incompleteness or errors in orders may lead to
further correspondence.
Orders generally contain the most important information about the goods.

53
Guidelines for an order:
- begin directly with definite action verbs, e.g. 'Please send...'
- describe the item accurately, following these categories
- quantity desired
- product or catalogue number
- product name or description
- size, colour, etc.
- unit price
- total price
- state your method of payment
- state how you want the goods shipped
- indicate the date you need the product

A SAMPLE ORDER (BrE)

Dear Mr White,

Order for CompuStar 486DX-LR40 PCs

We thank you for your letter of 24th July, in which you enclosed your
catalogue and price-list.

We are convinced that the above model will meet our requirements. Your
offer of 15% trade discount, with a further discount for bulk orders, is also
satisfactory.

We are therefore placing an order for 40 (forty) CompuStar 486DX-LR40

PCs. We enclose our official order form. We would like to confirm that
payment is to be made by Documentary Credit.

Our bank will issue a Documentary Credit in your favour, c.i.f.

Southampton. You will be informed through your bank, of the type and
number of documents that you must prepare.
Delivery by 1st September is essential, and we reserve the right to cancel
the order and/or return the shipment at your risk and expense at any time
after that date.

We look forward to receiving the shipment and doing business with you
in the future.

Yours sincerely,

54
4.2 MODIFICATION, REFUSAL

When an order cannot be fulfilled, the terms must be modified. Transport

difficulties, a rise in price and many other reasons can lead to a modification
of order.
If the terms cannot be modified any further, the order must be refused. The
buyer can cancel their order in justifiable circumstances, for example if the
conditions of the contract have not been kept.

Here are some sentences used in modifications or refusals:

- Though we are impressed by the quality of your ... the terms do not comply
with your offer and are unacceptable to us.
- At your request the delivery date has been extended to ...
- If you are unable to revise your terms, please regard our order as cancelled.
- We are not in a position to supply the goods you require as ...
- It is with great regret that we have to inform you of our inability to carry
out your order No ... of ...(date) ... as these goods have sold out.
- We regret that we cannot deliver the goods at such short notice.

4.3 LETTER OF ADVICE

The seller usually advises the customer by a letter of advice when the goods
are ready for dispatch. It quotes the number and date of the order, the type of
packing and the marking of packages. The letter of advice serves as the
accompanying letter to the invoice of goods.

SOME USEFUL SENTENCES

- We are pleased to advise you that your order No. ... was shipped on ...
(date) ..., and should reach you within the next two weeks.
- Your order is now complete and ready for dispatch.
- You should contact us immediately if any problems arise.

55
A SAMPLE DISPATCH

Dear Sir/Madam,

Order PK1763

We have pleasure in informing you that the above order has now been
completed and is awaiting loading aboard the SS Victory sailing for
Durban, South Africa on 24th February and arriving on 2nd March.

We have taken special care to ensure that goods have been packed as
per your instruction. The consignment consists of 10 (ten) crates, each
weighing 422 kg and measuring 4ftx 5ftx 6ft.

Transport, insurance and freight are being arranged by our forwarding

agents, Dalvin and Co.

We will send you our invoice and the shipping documents as soon as we
receive details of forwarding charges from our agents.

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 faithfully,

EXERCISE 7
Write letters in English:

A) A vevő megrendel 200 db háztartási gépet a 2006. évi katalógus 4. pontja

alapján
- a csomagolást ládában, ütésgátló műanyag csomagolásban kéri, egyen-
ként csomagolva;
- a háztartási gépek két egyenlő tételben szállítandók;
- a műszaki és kezelési utasítást kéri német nyelven megküldeni;
- a szállítási határidő június 30.;
- a fizetés hitellevéllel történik.

56
B) A vevő elfogadja az eladó ajánlatát, és megrendel
- februári szállítással 5 mázsa X fajta narancsot;
- márciusi szállítással 1 mázsa Y fajta fügét;
- áprilisi szállítással 2 mázsa Z fajta banánt;
- az első osztályú banán nagysága 67/81 m/m;
- az eltérő árakat - a februári árakhoz képest - márciusban 20%-kai maga-
sabban, áprilisban 30%-kal magasabban elfogadja;
- az árut február 5-étől tudja átvenni folyamatosan;
- szállítás repülőgépen.

C) Az eladó megköszöni a megrendelést, teljesíteni tudja azt a vevő által kért

feltételek mellett, de közli
- hogy a márciusi banánszállítmány 50%-a 60/73 lesz, miután az agronó-
musok szerint a szárazság következtében a Z fajta banánfélék kisebb mé-
retű termést hoznak;
- a fügét 25 grammos csomagba csomagolják;
- a szállítás FCA Madrid repülőgépen történik;
- a szállítmányok útra indítása előtt egy héttel az eladó értesíti a vevőt a
szállítmány szállításra készségéről, valamint a szállítmány pontos érke-
zési idejéről.

D) Az exportőr a vevő megrendelésére visszaigazolja a háztartási gépeket. A

vevő által kért szállítási határidőre szállítja, Mellékeli az új katalógusokat
is, érdeklődik, az év III. negyedévében számíthat-e újabb megrendelésekre,
és érdeklik-e az új típusú porszívók, amelyek irodák, nagyobb helyiségek
porszívózására is alkalmasak.

E) A vevő biztosítja az eladót arról, hogy a jövőben is tőle rendeli a férfifehér-

neműt, miután
- a szállítás határidőre történt;
- az áru kifogástalan minőségű;
- megfelel a legújabb divatnak;
- legközelebbi megrendelését előreláthatólag az év III. negyedévében kül-
di;
- a III. negyedévtől férfipizsamákat is szeretne rendelni, kér erre vonatko-
zó információt.

F) A vevő a 2006. január 15-i szerződésre hivatkozva valódi bőrkesztyűket

rendel
- az 1000 pár női bőrkesztyű bélelt, préselt bőrből, a mellékelt katalógus
szerinti színskála ... szám alatt jelzett barna színben;
- az 1000 pár bélelt férfi bőrkesztyű egyszínű szarvasbőrből készített;

57
 - a gyermekkesztyűk egyujjas, bélelt, a színskálában ... sz. alatt feltünte-
tett piros és drapp színűek legyenek;
- a megrendelt áru minden fajtája csak első osztályú lehet.

G) Az importőr köszönetét fejezi ki az új típusú hajszárítókra tett ajánlatért, de

nincs módjában megrendelést adni, mert a szakértők véleménye szerint az
új típusú hajszárítók nem felelnek meg a magyar biztonsági előírásoknak.
Ugyanakkor közli, hogy az X márkájú vasalók érdeklik modern formájuk,
szabályozhatóságuk, valamint a viszonylag alacsony áruk miatt. Kéri az ex-
portőrt, sürgősen tegyen ajánlatot 1000 db X márkájú vasalóra.

5 SHIPPING

5.1 INQUIRIES

Useful phrases
- Please let us know the present freight rates for ...
- Please advise us of the current rates of freight on ...
- Please quote your inclusive rates on the following consignment.
... lowest rates for regular shipments ...
... groupage rates for small consignments.
... general cargo rates, including collection from our works and delivery
to ...
- We would be grateful if you would send us your current tariffs.
- We have an order for the dispatch of ... from ... to ... and should be
grateful if you would quote us your lowest rate.
- We wish to ship a consignment ... of ... weighing ... and measuring ...
from ... to ... Could you inform us which vessels are leaving before the end
of the month and quote your freight rates?
- Please let us know the difference in cost between transport by train-ferry
via Dover/Dunkerque and road-ship-road via Newhaven/Dieppe.
- We should be glad to know time of transit and frequency of sailing, and
whether cargo space must be reserved.
- Please advise us of the loading dates.
- Please inform us of the approximate length of the voyage.
- Would you please handle all the shipping formalities and insurance, and
send us ... copies of the bill of lading and the insurance certificate.

58
A SAMPLE INQUIRY (BrE)

Dear Sirs, Sir/Madam,

Consignment of book-binding machines

We intend to ship a consignment of book-binding machines and their

equipment from London to New York, by the first possible sailing, but by
15th August at the latest.

The consignment consists of 20 (twenty) wooden crates, each measuring

3x2x3.5 metres and weighing 200 kilos and 18 (eighteen) cases, each
measuring 2x1.2x0.6 metres and weighing 52 kilos.

Please inform us which vessel will be able to meet our requirements, and
kindly quote us a rate for the voyage.

We look forward to hearing from you.

Yours faithfully,

5.2 REPLY TO AN INQUIRY

USEFUL SENTENCES
- In reply to your letter of ..., the rates we can quote you are as follows ...
- Our prices are subject to alteration without prior notice, except in the case
of special contracts.
- We can include your consignment o f . . . on our next flight to ... The departure
will be on ... (date) ... Our air freight rate for crated consignment is ...
- Weekly sailings are available from ... to ... every Monday.
- We thank for your inquiry of ... (date) ... and attach our quotation for the
packing as required. As you know, freight will depend on the size and
weight of the cases.
- We can quote ... USD for picking up and delivering your consignment of
... from your address to the consignee's premises. This includes loading
and unloading plus insurance.
- We enclose our shipping instructions form and would be glad if you would
fill this in and return it to us, together with a copy of the invoice, for
customs clearance abroad. We will then undertake all formalities on your
behalf, in accordance with our usual conditions.
- Enclosed is a list of several available vessels.

59
A SAMPLE REPLY TO THE INQUIRY IN 5.1 (BrE)

Dear Mr Cooper,

Thank you for your inquiry of 23rd July. We are pleased to inform you
that the S.S. Blue Ocean of the Atlantic Line will be receiving cargo from
1st to 6th August inclusive, and is expected to commence loading on the
3rd.

We suggest that the consignment be delivered to the ship on the

opening date. The voyage takes about four days.

Our freight rate for crated consignment is 33.00 GBP (thirty-three

pounds) per tonne and for cases 12.00 GBP (twelve pounds) per tonne.

We enclose our sailing card and shipping instructions form.

We would appreciate it if you would kindly complete and return the latter
as soon as possible.

We look forward to assisting you.

Yours sincerely,

5.3 SHIPPING INSTRUCTIONS

USEFUL SENTENCES
- Please reserve shipping space on ... on our behalf.
- We enclose your shipping instructions form, duly completed, together with
a commercial invoice in triplicate and certificate of origin.
- F.O.B. charges are to our a/c. All other charges are to be debited to the
consignee.
- All charges are payable by us, and Bs/L are to be marked 'freight prepaid'.
- If there is any likelihood of delay we would prefer to have the goods sent
by airfreight.
- According to the terms of the letter of credit the consignment has to be
shipped by ... (date) ... at the latest.
- Please ensure that packing instructions are strictly observed.

60
A SAMPLE SHIPPING INSTRUCTION (BrE)

Dear Mr Addison,

Consignment of
textile machinery parts
Could you please pick up a consignment of 34 (thirty-four) cases of textile
machinery parts and make the necessary arrangements for them to be
shipped to Machinex Ltd., 23 South Street, Sydney AB34, Australia?

Please handle all shipping formalities and insurance, and send us six
copies of the bill of lading, five copies of the commercial invoice, the
insurance certificate and the certificate of origin in duplicate.

We will advise our customers of shipment ourselves.

We would appreciate it if you could treat the matter as urgent. Please
send your charges to us in the usual way.

Yours sincerely,

EXERCISE 8
Write these letters in English:

A) A vevő kéri szállítmányozóját, hogy az eredeti berakodási kikötőként fel-

tüntetett Hamburg helyett a vegyianyag-szállítmányt Antwerpenen keresz-
tül juttassa el a dél-amerikai rendeltetési kikötőbe.
Indoklás: Antwerpen kikötőjét a vegyi anyagok szállítására specializálták,
a rakodómunkások a vegyi anyagokkal való bánásmódra ki vannak képez-
ve, így a szállítmány szakszerű elszállítására megvan a garancia.
A vevő a szállításiköltség-különbözetet fedezi.

B) Az eladó közli, hogy a kötöttárut csak januárban tudja leszállítani, mert az

alapanyagot külföldről csak késedelemmel tudták beszerezni a partner hi-
bájából.
Kéri, hogy a vevő adjon egy hónapos haladékot, és erről telefonon értesít-
se az eladót. A telefonhívást természetesen kéri levélben is igazolni.
Tudja, hogy a kötöttárura a karácsony előtt nagyobb lett volna a kereslet,
ezért felajánlja, hogy a késedelem miatt e tétel árából 2%-os engedményt ad.

61
C) A fuvarozási vállalat kapcsolatba lép a magyar szállítmányozó céggel, és
közli
- 5 kamion 200... április 8-án érkezik Budapestre áruszállítmánnyal a
200... évi ... sz .szerződés alapján,
- április 10-én indulnak vissza, jelenleg még rakomány nélkül;
Közölje
- a termelés ideiglenes szüneteltetésének oka a gyár felújítása;
- előreláthatólag 2 hónapos késedelemmel kell számolni;
- a termelés újraindításáról azonnal értesíti az importőrt;
- ha az importőrnek a 2 hónapos határidőcsúszás miatt problémái keletkez-
nek, akkor az exportőr harmadik országból megpróbálja beszerezni a hi-
ányzó árut.

D) A partnerek kölcsönösen megegyeztek abban, hogy az Ex Works feltételű

szerződés szállítási feltételeit a rendkívül hideg időjárásra való tekintettel
megváltoztatják
- az árut vízi út helyett vonaton szállítják,
- a vagonokat a vevő az áru leszállításra kész állapotáról szóló értesítés
kézhezvétele után 2 héten belül biztosítja,
- a rendeltetési állomás Budapest, Keleti pályaudvar,
- a vagonok kirakodásáról és az árunak a hazai partnerhez történő szállítá-
sáról a vevő gondoskodik.

KEY WORDS
a/c (account current) folyó tételek számlája
abbreviation rövidítés
acceptable elfogadható
accompanying letter kísérőlevél
accurately pontosan
acknowledge elismerés, beismerés; elismervény
addressee címzett
advise értesít, tájékoztat, tudósít
allow hagy, enged
alteration módosítás, változtatás
apologise bocsánatot kér
appeal folyamodik, fordul,; tetszik, hatást gyakorol
appreciate nagyra értékel, -becsül
approval elfogadás
approximate kb, megközelítő
arise keletkezik, felmerül, fakad, ered, adódik
arrangement elrendezés, intézkedés, elintézés

62
assist támogat, segít, hozzájárul
at the latest legkésőbb
attach csatol
attention figyelem
available hozzáférhető, van
avoid elkerül
be impressed by lenyűgözi vmi
be subject to vmi alá esik, ki van téve vminek, köteles vmire
bill of lading hajóraklevél, fuvarlevél
bind oneself to kötelezi magát vmire
block tömb
book-binding könyvkötő
brisk energikus, gyors, aktív, fürge
brochure tájékoztató kiadvány
by return post postafordultával
cancel the order törli a megrendelést
carry out teljesít, végrehajt, kivitelez
cash készpénz
catalogue(BrE)/catalog (AmE) katalógus
certificate of origin származási bizonyítvány
chain lánc(olat)
charge díj
comma vessző
commence loading elkezdi a berakodást
competitive versenyképes
complete teljes
complimentary tisztelet-
condition feltétel
confirmation megerősítés
concise tömör, rövid, velős
contain tartalmaz
convince meggyőz
copy másolat
correspondence levelezés
current jelenlegi, legújabb
data adat
debit tartozás; (meg)terhel
delay késés, késlekedés
delivery szállítás
demand igény, kereslet
departure indulás
description leírás

63
detail részlet
display bemutat, kiállít, felsorakoztat
document against acceptance áruokmányok váltó elfogadása ellenében
duly completed pontosan kitöltött
duplicate két példány(ban)
enclosure melléklet
enclose csatol, mellékel
equipment felszerelés
essential nélkülözhetetlen
estimate becslés, költségvetés
except kivéve
exhibition kiállítás
expense költség
extend kiterjeszt, növel, meghosszabbít
fair vásár
fill in kitölt
firm/binding offer határozott/végleges ajánlat
firm cég
freight charge szállítási költség
frequency gyakoriság
fulfil (AmE - fulfill) teljesít, végrehajt, elvégez
furthermore továbbá
grateful hálás
groupage csoportosítás, összegyűjtés
groupage rates gyűjtődíjszabás
guarantee garantál
have the pleasure örömére szolgál
heading fejléc, címsor
hesitate habozik, hezitál
high-quality I. osztályú
immense óriási, mérhetetlen, roppant
in accordance with vmi szerint, vminek megfelelően
in addition to ráadásul
in case of ... esetén
in reply to válaszul vmire
inability képtelenség
inclusive beleértve; bezárólag
incompleteness hiányosság
inconvenience kényelmetlenég, kellemetlenség
indented bekezdésekbe szedett
indicate jelez
initial kezdő

64
inquiry érdeklődés, ajánlatkérés
instruction utasítás
intend szándékozik
introductory bevezető
invoice számla
issue kibocsát
latest legutóbbi, legfrissebb
layout elrendezés
leading vezető
leaflet reklámcédula
length hosszúság
let sy know tudatni vkivel vmit
letter of advice értesítés, értesítőlevél
letterhead cégjelzés, fejléc
likelihood valószínűség
list price listaár
main fő
manufacture gyárt, előállít
manufacturing cost gyártási költség
margin margó
marking jelölés
matter ügy, dolog
meet sy's requirements megfelel vki elvárásainak
method mód(szer)
misunderstanding félreértés
modification módosítás
modify módosít, változtat
neatly rendesen, világosan, tömören
net nettó
obtain megkap, megszerez
occur előfordul, megtörténik, akad
offer ajánlat
on a regular basis rendszeresen
on behalf of vki nevében/ helyett/érdekében
opportunity lehetőség
order megrendelés
paragraph bekezdés
payable fizetendő
period of time időtartam
pick up felvesz (árut)
place an order megrendel
precede megelőz
precise pontos
precondition előfeltétel
premises helyiség
prepaid előre fizetett
previous előző
price-list árlista
prime legjobb, kiváló, elsőrendű minőségű
producer gyártó
promising ígéretes
prompt gyors, haladéktalan, azonnali
provide ellát, biztosít
purchase vétel, vásárlás, beszerzés
quantity mennyiség
quote árajánlatot ad
quote hivatkozni
rate díjtétel, díjszabás, árszabás
receipt of order a megrendelés kézhezvétele
receive cargo rakomány átvétele
receive kap
recipient a levelet megkapó személy
recommend javasol, ajánl \
reduce csökken, csökkent
refer to utalni vmire
reference hivatkozás
refusal visszautasítás
regard sg as vminek tart/tekint
regarding hivatkozva a ...
regret sajnál
reply válasz
request kérés
reserve the right to fenntartja magának a jogot, hogy
return visszaküldés
revise átnéz, átvizsgál, javít, módosít, megváltoztat
sailing card hajózási kártya, menetrendkártya (a hajózási
ügynök által összeállított lap, megadja a
szükséges információkat a berakodó hajókról
rakományokról, időpontokról)
salutation üdvözlés
sample (áru/termék)minta
satisfactory kielégítő
segment szegmens, rész
selection kiválasztás; választék

66
separate különálló, önálló
shipping instructions szállítási/elhajózási utasítások (az exportőr
által elkészített okmány, amelyet az ügynökön
keresztül elküld a hajótulajdonosnak, s
részletes információkat ad)
short notice előzetes bejelentés nélküli felmondás
signature aláírás
sold out kifogyott
solution megoldás
specification részletezés, részletes leírás
steady demand állandó kereslet
stock raktárkészlet
subject tárgy, téma
submit előterjeszt, javasol,bemutat
substantial lényeges, alapos, tekintélyes
suggestion javaslat
supply ellát; kínálat
terms of payment fizetési feltételek
terms of sale eladási/kereskedelmi feltételek
the latter az utóbbi
treat the matter as urgent az ügyet sürgősként kezeli
triplicate három példány(ban/os)
strictly observed szigorúan betart
trust bízik
turnover forgalom
unacceptable elfogadhatatlan
understand értesül
undertake vállal
unit price egységár
urgent sürgős
validity érvényesség
valuation értékelés
via keresztül
weigh súlya van
weight súly
wide range of széles választéka a
without previous notice előzetes értesítés nélkül
works gyár(telep), üzem

67
YOUR N E W WORDS

68
 Chapter 4
WRITTEN BUSINESS ENGLISH II
/

1 E-MAILS

2 FAXES

A fax machine is basically a photocopier that sends the copy, via the telephone
lines, to someone in another place. It is more reliable than a telephone call, as
you have a written copy which you can refer to if necessary. Your style of
English should be the same as for a business letter but, as with all business
communications, it is best to be brief.
There is no standard layout for a fax. The only thing that all faxes have in
common is the header sheet which gives basic information about who is
sending the message, who it is for and how many sheets have been sent.

69
 FALCON HOTELS
FAX
To Alice Wong
Fax No 00 852 7514329
From Zofia Zima
Fax No 020 7945 2647
Reservations Dept. Falcon Hotels
Date 5th July

No of pages (including this) 1

Dear Ms Wong,
This is to confirm your booking for a single
room from 20th July to 27th July inclusive,
at a rate of £150.00 per night (excluding Sales
Tax).
As requested, we will hold your room until
midnight on the day of your arrival.
We look forward to meeting you shortly.

Yours sincerely,

Zofia Zima
Reservations Manager

70
EXERCISE 1
Complete this extract from a fax with words from the box.

alternative at sight cases consignment delivery

settle shipping documents warehouse

To: Sales Department, Allparts Ltd

From: Michael Williams, Purchasing Department, Sheffield
Date: 16th June

Subject: Our order no. PX305 Number of pages: 1

Dear Sir/Madam,
On the following page please find our order No. PX305 for various car
accessories and motor cycle covers in different colours and designs.
We agreed that the will be sent by sea. The
covers will be individually wrapped and packed in
then transported by container ship.
of the goods will be within four
weeks, to our in Manchester. We
reserve the right to refuse goods delivered after that time.
The prices quoted in your catalogue are CIF Dover. We will pay by
irrevocable letter of credit Would
you please send copies of the and
your invoice direct to me.
When I spoke to you last week, you agreed that for future transactions, you
might allow us to quarterly.
If any of the goods ordered are not available, we are willing to accept
colours or designs.

71
3 BUSINESS-CARDS

It is extremely good business etiquette to send your own personal business-

card with sales or other business literature. If the card is attractively laid-out
and easy-to-read, it gets the attention of the recipient; it helps register your
address or phone number. A card should be printed on good-quality paper.

How to use business-cards

- Cards must be of good quality and kept neat, up-to-date and accurate.
- Do present your card when calling on a new client for the first time.
- Do present your card to a receptionist when first visiting a company.
- Send your card when forwarding materials. Personalise it with a note on the
back.
- Do not force your card on anyone or offer it early in a conversation.
- Ask for cards when you really want to remember a person or a company.
- Receive cards graciously.

It would be a good idea to prepare your own business card.

4 MEMORANDA (MEMOS)

Memoranda (memos) are basically brief notes written to someone else in the
same company. Because they are not going to be posted, they do not need
addresses. Like business letters, they need to be as short as possible and to
contain relevant information only.

72
MEMO
M e m o s are usually f o r To: All department heads
internal c o m m u n i c a t i o n .
From: Patricia Marchand,
General Manager
They should include t h e Date: 18th April
f o l l o w i n g headings:
To/From/Subject/Date
Subjcct: Visit of German agent

They should be short Please note that Katya Schmidt, our

and include only relevant
information
Points should be a r r a n g e d
in logical order.
In l o n g e r m e m o s , it is c o m m o n
to number points.
The t o n e of a m e m o may be
f o r m a l , i n f o r m a l o r neutral.
It is usual to e n d w i t h y o u r
initials rather t h a n a
signature.
German agent, will be visiting the
company on Friday 26th April.
There will be a meeting on that day
at 11.30 am in the Boardroom, which
you should all attend.
Ms Schmidt will be presenting her
marketing plan for expanding sales in
the German market.
If you wish to join us for lunch at a
local restaurant, please let me know as
soon as possible.
PM

73
EXERCISE 2
Write a memo on plain paper in reply to the following:

TELEPHONE MESSAGE

Message for: AA
While you were out Mercy Mubiywa telephoned

MESSAGE: Please send a memo in your name to Mrs Joan Rick -

manager of our warehouse. Mercy wants to know what
furniture is available for the stand at the trade fair- suitable
carpet - chairs - posters - tables, etc. Mercy wants a list of
anything Joan thinks would be suitable by next Friday
morning.

Message taken by: Jo Date/Time 24th Feb, 10.30

74
5 AGENDAS

Management meeting
AGENDA
Date: 1st March

Time: 14.00
Venue: Room 23M, Shaw House

1. Complaints about reception staff.

2. New brochure.

3. Price-list for next year.

4. New product presentation.

5. A.O.B.

75
KEY WORDS
absence hiányzás
agenda napirend
boardroom tanácsterem
brief rövid, tömör
business-card névjegykártya
committee bizottság
easy-to-read könnyen olvasható, áttekinthető
excluding ... kizárásával/kivételével
force (rá)erőltet, (rá)erőszakol
graciously nagylelkűen
internal belső
irrevocable visszavonhatatlan
memorandum (sing)/memo emlékeztető
personalise (AmEng -ize) személyessé tesz
register bejegyez, nyilvántartásba vesz
relevant fontos, lényeges, tárgyhoz tartozó
subject (itt) téma
up-to-date friss
venue helyszín
wrap becsomagol

YOUR N E W WORDS

76
 Chapter 5
COMMERCE

Commerce in its wide sense is the act of buying and selling goods and services,
and the exchange and distribution of goods and services for money. It is the
moving of goods from those who want to sell, to those who want to buy.
Commerce in its narrow sense means the trade between buyers and sellers in
different countries.

Commerce has five main functions:

TRADE: this is the general exchange of goods and services. It is the procedure
during which ownership changes. It can take place both domestically and
between countries.

T R A N S P O R T (LOGISTICS) AND C O M M U N I C A T I O N : this is the car-

riage of goods by land, sea or air and the work of all the people involved. It is
allied with communications activities such as marketing and advertising, and
the related practical and contractual arrangements.

DISTRIBUTION AND S T O R A G E : this is delivery to wholesale and retail

outlets, and the storing of goods.

FINANCE AND BANKING: payment for goods is made through banks, both
in domestic and foreign trade. Banks enable commerce to exist by acting as a
safe deposit, and directing capital where it is needed.

INSURANCE: this is the provision of financial cover against risk.

77
The main branches of commerce that provide services to trade and make trade
possible can be shown in a diagram as follows:

Commerce

Trade Services to trade

Domestic Foreign Banking Insurance Communications

Finance Transport
Wholesale Retail Import Export

1 BASIC CONCEPTS OF LOGISTICS

The task of logistics is to forward: the proper product to the proper place,
in the proper quality and quantity,
in the proper time.

The aim is to satisfy the customer's demand.

Fields of logistics: buying-in, production, distribution.

Service functions of logistics

1 Main functions (in connection with transaction of the contract)
- analyses, planning, organising, means of transport, route, tariffs,
contracts, documentation
- forwarding function
2 Supplementary functions
- trans-shipment
- storage (operating, storage, commission,-handling)
- packaging
- handling
- informational function
3 Complementary functions
- shopping service
- consignment insurance
- clearance

78
Supply System
This is the means, establishment and organisations participating in the flow of
material and information between suppliers and users or consumers.
- Means: vehicles, transportation, loading, packing and storing facilities
- Establishment: buildings, areas, roads
- Organisation: planning, organising, managing, controlling

Company Supply System

- Buying-in
- Stock-control
- Production
- Distribution

Logistics Concepts
- Make or buy
- Outsourcing
- JIT: Just in Time

EXERCISE 1
Read the text and correct the statements below.

International trade is when companies from one country sell their products or
services in other countries. For example, the UK produces cars, machinery, oil
and chemicals, which it exports to overseas markets. Other British exports
include services like banking and travel. These earn foreign currency for the
UK. Imports to the UK include cars, food and electrical goods.
Many companies set up subsidiaries overseas, either for manufacturing or for
distribution, or both. These companies are called multinationals - Shell, Ford
and Sony are examples. Most multinational companies 'think global and act
local'. This means that they try to understand and cater for the needs of every
market they sell in.
International trade means there are more companies competing with each other
to sell their products. This means lower prices, which is good for customers
because they pay less and have more choice. Producers, however, make less
profit. Multinational companies often look for ways to reduce their costs - for
example, by manufacturing their products in countries where labour costs are
cheap.
Changes in the exchange rate can make a company more, or less, competitive.
The exchange rate is the amount of one currency needed to buy another
currency. For example, in 2002, one British pound bought about 200 Japanese
yen, so the exchange rate was 1:200.

79
If the exchange rate falls, exports become cheaper, so companies become more
competitive. If the exchange rate rises, exports become more expensive, so
companies become less competitive.

1 British companies don't sell overseas.

2 Multinational companies sell the same products in different markets.
3 Increased competition is good for producers and bad for customers.
4 Changes in the exchange rate are not important in international trade

EXERCISE 2

Match the underlined words and phrases in the text with the definitions (1-8).
Then write the words and phrases in your language.

1 what a company pays for its workers

2 the type of money used in another country or market
3 the value of one currency compared to another
4 smaller companies that are part of a larger company
5 companies that operate in more than one country
6 things produced in your country and sold in other countries
7 places abroad where you can sell your products
8 things produced in other countries and sold in your country

EXERCISE 3

Complete the passage about the US retailer Wal-Mart with appropriate words
from the list.

acquisition controlling interest domestic expansion

joint ventures overseas targeted

Wal-Mart, the world's biggest retailer, increased its net earnings by almost
18% during its fourth quarter to 31st January. This was due to a large increase
in its international profits. In early trading on the New York Stock Exchange,
its shares rose by a dollar.
Wal-Mart is in the early stages of its globalisation programme. In December, it
entered Europe with the of a German
hypermarket chain, Wertkauf in other parts of
the world has contributed to its profits. It has done well in Mexico, having
bought a in the Cifra chain last September.

80
Wal-Mart has stores in Argentina, Brazil and Puerto Rico, and has
or franchises in China and Indonesia.
In its market, the US, it has opened more
superstores, which combine its out-of-town discount stores with a grocery
department. These stores are at customers wanting
to shop in one place at one time.
Wal-Mart's international division is planning to add about sixty stores to the
603 it already has open. It will also continue to be on the lookout for suitable
acquisitions in markets.
In the US, the company plans to add 26 million sq. ft of retail floor space by
opening new stores and superstores.

2 USEFUL LANGUAGE

Saying numbers

Years Currencies
1984 nineteen eighty-four £3.15 three pounds fifteen
2001 two thousand and one $7.80 seven dollars eighty
2012 two thousand and twelve €250 two hundred and fifty Euros
or twenty twelve

Decimals
16.5 sixteen point five
17.38% seventeen point three eight percent
0.185 (nought/zero) point one eight five

Bigger numbers
3,560 three thousand five hundred and sixty (BrE)
thirty five hundred sixty (AmE)
598,347 five hundred and ninety-eight thousand, three hundred and forty-seven (BrE)
five hundred ninety-eight thousand, three hundred forty-seven (AmE)
1,300,402 one million three hundred thousand, four hundred and two (BrE)
one million three hundred thousand, four hundred two (AmE)
lm one/a million (1,000,000)
3bn three billion (3,000,000,000)
$7.5bn seven point five billion dollars
£478m four hundred and seventy eight million pounds (BrE)
four hundred seventy eight million pounds (AmE)

81
EXERCISE 4
Read the article below. Then write all the numbers and symbols in full,
according to the way they are pronounced. For example, 1999: nineteen ninety-
nine

BUSINESS IN BRIEF
EuroDisney runs new project
The French Government yesterday approved a Eur 4.6 bn urban development
project east of Paris, co-ordinated by EuroDisney, and designed to create
22,000 jobs by 2015.

Yule Catto takeover bid

Yule Catto, the chemicals group, launched a € 2 4 0 m bid for Holliday
Chemical. Yule shares fell 32p (about 10%) to 274p in response to the news.
Holliday's shares dropped 8p to end at 225p.

Prince invests in media and technology

The worldwide fall in stock markets last month encouraged Price Alwaleed bin
Talal to invest in media and technology companies. The Saudi prince spent
$400m on a 5% stake in News Corporation, $300m on 1% in Motorola an
$150m on 5 % of Netscape Communications.

Monet market
A beach scene painted in 1870 by French impressionist Claude Monet when he
was desperately short of money made £3.8m at Christie's Auction House in
London.

FT sales record
Sales of The Financial Times hit an all-time-record in November.
Worldwide sales were 12.4% up on November last year.

New car registrations in Europe

New car registrations in Western Europe in November rose 10.4 % to 991,800
from 898,400 a year ago, said the European Auto Manufacturers' Association.

82
KEY WORDS
acquisition szerzés, megvétel, szerzemény
aim cél
approve elfogad, hozzájárul, elfogad
bid ajánlat, pályázat, licitálás
branch ág, ágazat, fiók (cégé)
buying-in beszerzés
capital tőke
carriage szállítás, fuvarozás
cater ellát
clearance vámkezeltetés
contractual szerződéses, szerződésbeli
cover fedezet, biztosíték
currency valuta
decimal tizedes
demand kereslet
deposit előleg, letét, betét
distribution elosztás
domestic belföldi
establishment intézmény, szervezet, testület
exchange cserél, át-, kicserél
forwarding szállítmányozás
function funkció
inland szárazföldi, belföldi, hazai
joint venture közös üzleti vállalkozás
labour munka(erő)
launch elindít, megalapít, piacra dob
outlet bolt, kereskedés
outsourcing kihelyezés
overseas külföld
ownership tulajdonjog
packaging csomagolás (melyben a vevők elé kerül)
packing csomagolás (áru borítása kár és lopás ellen)
procedure eljárás(i mód)
production gyártás, termelés
provision fedezet, kikötés
retail kikereskedelem
risk kockázat
route útvonal
set up felállít, összeszerel, berendez
share részvény

83
stock market értékpapírpiac
storage raktározás
subsidiary fiók-, leányvállalat
supplier (be)szállító, ellátó
tariff díjszabás, tarifa
trade kereskedelem
transport szállítás
wholesale nagykereskedelem

YOUR N E W WORDS
 Chapter 6
DISTRIBUTION

Distribution is the process of physically satisfying the need or demand for

goods and services. It is a process by which both industrial and consumer
goods or services are transferred from the producer to the final consumer or
user. The transfer of possession mostly involves physically moving, or
transporting goods, for which the commercial term is "visibles".
The vast majority of transfers of goods and services are carried out using the
normal means of transport, by land, sea or air.

1 CHANNELS OF DISTRIBUTION

Channels of distribution are used to bring goods to the market.

There are two types of channel:

INDIRECT CHANNEL: goods are marketed from the manufacturer to the

wholesaler, from the wholesaler to the retailer, from the retailer to the
consumer.
DIRECT CHANNEL: this means moving goods directly from the manu-
facturer or producer to the consumer.

2 TRANSPORT

Transport is first used to move raw materials to where production processes are
located and then again to move semi-finished goods. In the final stage,
transport moves goods from a producer's final production location to either the
wholesaler's, or direct to the consumer's home.

85
2.1 MEANS OF TRANSPORT

Each type of transport has its special uses.

Transport users will take the following factors into account when choosing the
form of transport to use:
- The nature of the goods.
- How urgently the consignment is needed.
- The value of each item.
- Cost of transport.
- Distance the consignment must be transported.
- The size and weight of the load.
- Convenient position of terminals, e.g. station, docks and airport.
- Possibility of combining loads to reduce costs.
- The reputation of the carrier.

The types can be grouped as means by land, sea and air. According to another
system of grouping, transport can be carried out by:

ROAD: this includes the seller's own vehicle, local, national and international
carriers. It is often referred to as "Road-haulage". The advantage of road
transport is that the goods are taken directly from the sender to the receiver
without moving the goods.
Today road transport vehicles have become more flexible than ever, with
specialist vehicles such as refrigerated carriers, containers, tankers and many
others.

Advantages of road transport

- Door-to-door service provides maximum flexibility.
- Fast over short distances of less than 200 miles.
- Risk of damage is reduced.
- Motorway network speeds up movement and reduces congestion.
- Less tied to a timetable than railways.
- Suitable for speedy delivery of perishable goods.
- Other forms of transport rely on road transport to connect with terminals
such as airport, station, dock.

Disadvantages of road transport

- Expensive to operate in large congested cities.
- Subject to mechanical breakdowns.
- Affected by adverse weather conditions.
- Loads are limited in size and weight.
- Some roads unsuitable for very large vehicles.

86
- Slower than railways over long distances.
- Wastes resources if lorry returns empty.
- Tax on vehicles and fuel must be incorporated into costs.

Transport International Routier (TIR)

The TIR system operates in international road transport. The way in which it
works can be shown by taking, as an example, some clothes which are being
sent from a factory in Manchester to a warehouse in Switzerland.
The clothes are packed into the container at the factory in Manchester. Customs
and Excise then inspect the container and sign a form which states that clothes
are being stored in the container. The container is then locked and sealed. The
lorry carrying the container then leaves the UK and enters France. The French
Customs check to make sure that the seals on the container have not been
broken.
The lorry then enters Switzerland. The seals are broken and the goods are now
inspected by the Swiss Customs. It is at this stage that any import duties are
paid.

RAIL: this includes using normal passenger, freight, or special trains. Typical
items carried by rail include coal, timber, wheat, and heavy machinery.

Advantages of rail transport

- Faster than road over distances in excess of 200 miles.
- Less labour intensive than road transport.
- Especially suited for container traffic.
- More economical in fuel use than road transport.

Disadvantages of rail transport

- Routes determined by railway lines and stations.
- Equipment costs are very high.
- Relies on road transport for trans-shipment.
- Less economical than road movement for journeys of less than 200 miles.
- There is more handling, and therefore greater risk of damage.
- The risk of pilferage is greater.

THE FREIGHTLINER SERVICE

Containerisation has been incorporated into the railway services and called the
Freightliner service: an integration of rail and road transport.
Standard sizes of containers are loaded direct from road transport on to special
train bogies, and at their rail destination they are unloaded in a similar
manner.

87
AIR: this includes normal passenger or cargo flights, and helicopters. It is
more expensive than any other kind of transportation. It is used when the speed
of delivery is essential, or when the value of the goods is high compared to
their weight.

Advantages of air transport

- The fastest form of transport.
- Operates to timetables, mostly on direct routes.
- Reduces risk of damage or pilferage.
- Packaging costs reduced.
- Particularly effective over long distances.

Disadvantages of air transport

- High operational costs result in high freight rates.
- Weight and size of cargo is limited.
- Relies on other forms of transport to and from airport.
- Not suitable for short distances.
- Economic use is limited to certain cargoes, for example lightweight, high-
value, urgently required commodities such as drugs, mail or perishable goods.

SEA: this is also referred to as "Ocean-going . it includes coastal vessels,

hovercraft, tramps, ferries, freight and passenger liners, specialised vessels,
container-carriers and tankers.
There are four basic classes of ship: passenger liners, cargo liners, tramps ancl^
special freighters.

PASSENGER LINERS: Passenger liners are built for passenger travel. They
carry some cargo, they follow fixed routes and keep to a regular timetable.
However, high freight costs limit freight use to high-value cargoes.

CARGO LINERS: This type of ship sometimes carries a few passengers,

although their main purpose is to deliver cargo. They operate on fixed
routes and to a regular timetable.

TRAMP SHIPS: These have no timetable or set route. They will carry any type
of cargo, primarily bulk shipments, to any port in the world. Such cargoes
include coal, grain, timber, sugar, ores and fertilisers; these are carried in
complete shiploads.

SPECIAL FREIGHTERS: These are for special cargoes; there are a variety of
purpose-built ships:
- Container ships - cellular design vessels for fast load/unload.

88
 - Bulk carriers - ore and grain.
- Tankers - oil and other bulk liquids.
- Ferries - roll-on/roll-off.

INLAND WATERWAYS: rivers, lakes and canals are used by the above-
mentioned vessels, and by flat-bottom barges. This form of transport has
been replaced by road and rail transport, since it is the slowest form.

PIPELINES / P Y L O N S : these are used to transport liquids such as oil and

water, as well as gas, electricity, telephone and data-lines.

2.2 PARTIES INVOLVED IN CARRIAGE

To arrange the transportation of a consignment from the place of dispatch to its

final destination is a rather complicated business. In the case of an
import/export transaction it may involve several other parties and require a lot
of documentation.

The following specialists may be involved:

S H I P P E R or C O N S I G N O R : the person who pays the freight - usually the

exporter, the producer or merchant who sends the goods.
C A R R I E R (shipping lines, airlines, railway companies or haulage
contractors): they will actually transport the goods and freight (the fee for
the transport) is paid to them.
SHIPPING AGENT or F R E I G H T FORWARDER: they will take responsi-
bility for documentation, and arrange for goods to be shipped by air, land
or sea.
C O N S I G N E E : this is usually the importer or the buyer who receives the
goods.
BANKS: both the importer's and the exporter's banks will be involved in
arranging payments if a letter of credit (L/C) or bill of exchange (B/E) is
used.
CUSTOMS and EXCISE O F F I C E R S : they may need to examine the goods,
check documents and levy duty and/or VAT.
C H A M B E R of C O M M E R C E : certifies commercial contracts and docu-
ments, issues, international commercial documents (ATA Carnet, Certi-
ficate of Origin).
INSURANCE COMPANY: this insures goods in transit against damages or
loss.
LAWYER: a lawyer may be needed if a special contract has to be drawn up.

89
EXERCISE 4
Choose the phrase, A, B, or C, which best completes each sentence.

1 Because a train runs on fixed tracks...

A it can be timetabled to stop at more stations.
B it can carry more passengers.
C it is not subject to traffic jams.

2 If a railway only has a single track...

A a breakdown will probably not cause serious problems.
B a breakdown will definitely cause serious problems.
C a breakdown is likely to cause serious problems.

3 Because most journeys do not start and end at railway stations...

A support transport is not normally required at rail terminals.
B support transport is usually required at rail terminals.
C support transport is occasionally required at rail terminals.

4 Times of arrival and departure for trains can be given with greater accuracy
than...
A for lorries or coaches, because road transport is slower.
B for aircraft, because airports are congested.
C for other forms of transport.
\
5 Heavy and bulky freight can be carried overland comparatively cheaply by
rail because...
A bigger loads can be carried in a single haul.
B the loads can be conveyed at night.
C railway workers' wages are low.

EXERCISE 2

Find the correct word(s) from the list below to complete each sentence

short high-value sealed

small own fleets timetable
routes passenger slow
long Freightliner bulk
TIR pipelines low bulk

90
 1 Road transport is faster over distances.
2 When sending goods by road, some firms run their
3 Rail transport is faster over distances.
4 Urgently needed goods can be sent by train.
5 The service is a container service which runs to a
fixed
6 Cargo liners run on set to set timetables.
7 Cargo liners are used when the exporter has to send a
quantity of goods which need careful handling.
8 Tramp ships are used for carrying cargoes.
9 The disadvantage of canals is that they are
10 Air transport is used to carry goods of and
11 Liquids and gases can be carried by
12 Container transport is safe because the containers are
13 The System allows lorries to travel across countries more
quickly.

EXERCISE 3

Put the following vocabulary items in the correct box.

91
3 USEFUL LANGUAGE

Dates

1 In spoken British English we use ordinal numbers for dates. We usually say
and write the day, then the month, then the year. We also usually say the
before the day and of before the month, then the year.
e.g.
We say: the eleventh of February, two thousand and four
We write: 11th (or 11) February 2004 or 11/02/04
We say: the thirtieth of August, two thousand and five
We write: 30th (or 30) August 2005 or 30/08/05

2 In American English, we usually say and write the month, then the day, then
the year. We don't use of and the.
e.g.
We say: January tenth, nineteen ninety-seven
We write: January 10 (or 10th) 1997 or 01/10/97
We say: October twenty-first, two thousand three
We write: October 21 (or 21st) 2003 or 10/21/03

EXERCISE 4
Put these dates in chronological order.

a) 11/09/99 (BrE)
b) 11/23/89
c) September 22nd 1998
d) Twenty-first of September nineteen ninety-eight
e) 09/08/00 (AmE)
f) Christmas Day 2000
g) 21/12/99
h) 23 September 1999
i) 01/01/01
j) 10/10/00

92
EXERCISE 4
Complete these sentences.

1 May is the month of the year.

2 12.5% is one
3 The last day of April is the
4 The person who finishes gets a gold medal.
5 October to December is the quarter of the year.

KEY W O R D S

barrel hordó
bill of exchange váltó
breakdown üzemzavar
bulk tömeg-, tömeges, ömlesztett
canal (mesterséges) csatorna
cargo rakomány, szállítmány
carrier fuvarozó, szállítási vállalat
chamber of commerce kereskedelmi kamara
coastal vessel/coaster part menti kereskedelmi hajó,
kis kereskedelmi hajó
congestion torlódás, túlzsúfoltság
consignee címzett, vevő
consignment küldemény, szállítmány
consignor (küldemény) feladó(ja), áru küldője, eladó
consumer fogyasztó
crate (léc)rekesz, erős keretű nyitott fa- vagy
műanyag doboz
Customs and Excise vám- és adóhatóság
damage kár; megrongál, veszteséget, kárt okoz
distance távolság
dock dokk, kikötőmedence
door-to-door háztól házig
drum dob alakú tartály (főleg fémből,
ritkábban fából, kartonpapírból)
duty vám, illeték
ferry komp
fertilizer (mű)trágya
flat-bottom barge lapos fenekű uszály, rakodóhajó
freight forwarder szállítmányozási ügynök
freight train tehervonat

93
fuel üzemanyag
grain gabona
handling kezelés, bánás, mozgatás
haulage contractor szerződéses fuvarozó
hovercraft légpárnás siklóhajó, szárnyashajó
industrial ipari
insurance biztosítás
item tétel, adat, cikk
lawyer jogász, ügyvéd
letter of credit hitellevél, akkreditív
levy adót kivet
liner óceánjáró, nagy tengerjáró hajó
liquid folyadék
load teher, rakomány, betöltés
means eszköz
merchant kereskedő
network hálózat
ore érc
origin eredet
perishable romlandó
pilferage tolvajlás, megdézsmálás, fosztogatás
pipeline csővezeték
possession birtok(lás), tulajdon(lás)
process folyamat
pylon távvezeték
raw material nyersanyag
resource (erő)forrás
roll-on/roll-off kétoldali lehajtással rendelkező szállítási mód
sack zsák
seal pecsét, plomba, lepecsétel, leplombál
semi-finished félkész
shipload hajórakomány; (áru) nagy mennyiség(e)
shipper hajószállítmányozó kereskedelmi szervezet
shipping agent tengerhajózási ügynök
surcharge pótadó, többletadó
take sg into account figyelembe/számításba vesz vmit
tanker tartályhajó, tartálykocsi
tax adó
terminal végállomás
timber faanyag, fűrészáru
timetable menetrend
tramp útvonalhoz nem kötött teherhajó

94
trans-shipment átrakodás
user felhasználó
value érték
VAT (value added tax) forgalmi adó
vehicle jármű
vessel hajó, vízi jármű
visible látható
warehouse raktár
waterway vízi út

YOUR N E W WORDS

95
 CHAPTER 7
INCOTERMS

International sales contracts normally include commercial terms. This is

because sending goods abroad can pose several risks.
International trade uses international commercial terms, the meanings of which
have been agreed by most of the trading countries of the world.
While getting the goods from the seller to the purchaser there are many costs:
packing, obtaining documentation, insurance, freight, duty etc., and the two
parties must decide before signing a contract who is going to pay what.
Incoterms define who bears the costs and risks of the delivery of the goods, and
where the point is in the process of forwarding where responsibilities are
passed over. For example, when the buyer agrees to take delivery of the goods
from the seller's premises, he/she bears all the costs and risks of the delivery,
and the seller will quote a lower price.
The first version of Incoterms was issued by the International Chamber of
Commerce in Paris in 1936, and there have been several revisions since.

The last version came into force in 2000. The terms have been put into four
different groups

1 E-term: the only term whereby the seller makes the goods available to the
buyer at the seller's own premises.
EXW Ex Works
Main Carriage Unpaid

2 F-terms: the seller is called upon to deliver the goods to a carrier appointed
by the buyer.
FCA Free Carrier
FAS Free Alongside Ship
FOB Free on Board
Main Carriage Unpaid

3 C-terms: the seller has to contract for the transport of the goods, but
without assuming the risks of loss or damage, or additional costs due to
events occurring after shipment and dispatch.

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 C-terms - as distinguished from all other terms - contain two "critical"
points, one for the division of costs and another one for the division of
risks.
CFR Cost and Freight (C and F)
CIF Cost, Insurance and Freight
CPT Carriage Paid To
CIP Carriage and Insurance Paid To
Main Carriage Paid

4 D-terms: the seller has to bear the costs and risks needed to bring the goods
to the country of destination.
DAF Delivered at Frontier
DES Delivered Ex Ship
DEQ Delivered Ex Quay
DDU Delivered Duty Unpaid
DDP Delivered Duty Paid
Arrival Carriage Paid by the Exporter

Incoterms 2000 (the latest edition of Incoterms) contains thirteen commercial

terms, the most commonly used of which are EXW (Ex Works), FOB (Free on
Bpard), CIF (Cost, Insurance and Freight), DDU (Delivered Duty Unpaid), and
CPT (Carriage Paid To).

Trade terms are written with either all capital letters (e.g. FOB. CFR, CIF, and
FAS) or all lower case letters (e.g. fob, cfr, cif, and fas). They may be written
with periods (e.g. F.O.B. and c.i.f.). The terms should always be accompanied
by a reference to an exact place and the frontier to which delivery is to be
made. (e.g. FOB Southampton Incoterms 2000)

E-term
EXW (Ex Works) represents the minimum involvement of the buyer in the
movement of the goods from the point of works. Risk, responsibility and costs
pass from the seller to the buyer when the cargo is made available on the
ground at the works. The buyer pays the price, bears the expenses of customs
duties and taxes, freight and insurance, and pays for any documents needed.

F-terms
FCA (Free Carrier) names the place where risks and responsibilities pass from
the seller to the buyer and identifies the carrier the buyer has appointed.
The seller is responsible for the delivery of goods on truck, rail car or
container at the specified point (depot) of departure.

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 The buyer is responsible for the main carriage/freight, cargo insurance
and other costs and risks.

FOB (Free on Board) can only be used for transactions where sea freight is the
main carriage. There is no application for FOB in road, rail or air transport.
Risk and responsibility pass from the seller to the buyer when the goods pass
over the ship's rail at the port of loading.
The seller is responsible for the delivery of goods on board the vessel at
the named port of origin (loading), and he/she must provide a commercial
invoice and arrange for any export licence for customs clearance.
The buyer is responsible for the main carriage/freight, cargo insurance,
and other costs and risks.

C-terms
CFR and CIF are monomodal terms used when the main carriage is by sea -
both are suited to the use of bills of lading.

CFR Cost and Freight (C and F) Sea and Inland Waterway Transport
Place of delivery: on board the vessel at the port of shipment.
Transfer of risk: when the goods have passed the ship's rail at the port of
shipment.
Freight: the seller
- contracts at his/her own expense for the carriage of the goods to the
named port of destination.
- pays costs and freight necessary to bring the goods to the named port of
destination, including costs of loading the goods on board, and
- any charges for unloading at the port of discharge which may be levied
by regular shipping lines when contracting for carriage.
Insurance: No obligation, it is the responsibility of the buyer.
Costs:
The seller pays
- see: Freight, plus
- the costs of customs formalities, all duties, taxes and other official
charges payable upon exportation.
The buyer pays
- all costs relating to the goods from the moment they have been
delivered,
- all costs and charges relating to transit until the arrival at the port of
destination,
- unloading costs including lighterage and wharfage.
- all duties, taxes and other official charges, the costs of customs
formalities payable upon importation.

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CIF Cost Insurance and Freight Sea and Inland Waterway Transport
CIF means that the seller has the same obligations as under CFR, but with the
addition that he/she has to procure marine insurance against the buyer's risk of
loss or of damage to the goods during carriage.
The seller must pay the freight charges to bring the goods to the named
destination, and is also responsible for cargo insurance. The insurance
must cover 110 per cent of the contract price in the currency of the
contract.
The seller has to book space on the vessel and provide a negotiable bill
of lading marked 'freight paid'.

CPT (Carriage Paid To) is the multimodal equivalent of CFR. The named
place where the seller's costs end can be a point other than a seaport in the
buyer's country. CPT may be used for airfreight, road freight, rail freight,
inland waterways and sea freight when the ship's rail serves no purpose, or a
combination of these. Risk and responsibility pass when the cargo is handed to
the first carrier. Responsibility for costs only transfer when the goods arrive at
the stated place where carriage is 'paid to'. The delivery of goods to the named
place of destination (discharge) is at the seller's expense.
The buyer assumes the cargo insurance, import customs clearance, payment of
customs duties and taxes, and other costs and risks.

CIP (Carriage and Insurance Paid To) represents CPT with the inclusion of
insurance.
The seller is responsible for the delivery of goods and the cargo insurance to
the named place of destination.
The buyer assumes the import customs clearance, payment of customs duties
and taxes, and other costs and risks.

D-terms
these are 'Contracts of Arrival' involving the passing over of risk and
responsibility at the point where costs also terminate.

DAF (Delivered At Frontier) is a monomodal (land) expression.

The seller takes responsibility for transport costs and the corresponding
risks of transit up to the specified point at the frontier. The seller must
clear the cargo through customs on the export side of the border of
handover, whereas
the buyer must clear the goods through customs on the import side.

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DES (Delivered Ex Ship) is monomodal. Under this term
the seller is responsible for the delivery of goods on board the vessel at
the named port of destination (discharge).
The buyer assumes the unloading fee, import customs clearance,
payment of customs duties and taxes, cargo insurance, and other costs and
risks.

DEQ (Delivered Ex Quay) extends the shipper's responsibility beyond the

arrival of the vessel to the point where the goods are discharged. The
delivery of goods to the quay (the port) at destination is at the seller's
expense.
The seller is also responsible for the import customs clearance as well as
the payment of customs duties and taxes at the buyer's end.
The buyer assumes the cargo insurance and other costs and risks.

DDU (Delivered Duty Unpaid) is a multimodal term.

The seller has to take responsibility for the delivery of goods and the
cargo insurance to the final point at destination, which is often the project
site or the buyer's premises.
The buyer assumes the import customs clearance and payment of
customs duties and taxes. The seller may choose not to insure the goods
at his/her own risks.

DDP (Delivered Duty Paid) is a multimodal term.

The seller is responsible for most of the expenses, which include the
cargo insurance, import customs clearance, payment of customs duties
and taxes at the buyer's end, and the delivery of goods to the final point
of destination, which is often the project site or the buyer's premises.
The seller may choose not to insure the goods at his/her own risk.

The EXW price includes the seller's minimum obligation, and all the expenses
of transportation, insurance, customs clearance, etc. are borne by the buyer.
Therefore EXW prices should be the lowest.
DDP, on the other hand, involves the seller's maximum obligation, so it is
reasonable to expect the highest prices under this term.

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 INCOTERMS

Group Abbre- Term Cost transfer Risk transfer

viation

'E' EXW EX WORKS seller's

departure

'F' FCA FREE Delivered to =

main carriage CARRIER first carrier

unpaid

FAS FREE Port of shipment,

ALONGSIDE alongside ship,
SHIP on quay or
lighter
=
FOB FREE ON Port of shipment,
BOARD passed over
ship's rail

'C' CFR COST AND Named port Port of

main carriage FREIGHT of destination shipment,
rail paid passed over
ship's rail

CIF COST, Named port Port of

INSURANCE of destination shipment
FREIGHT

CPT CARRIAGE Named place Passed to

PAID TO of destination first carrier

CIP CARRIAGE, Named place Passed to

INSURANCE of destination first carrier
PAID TO

'D' DAF DELIVERED Named border

arrival AT FRONTIER station of
destination,
before customs

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 OCEAN-FREIGHT SHIPMENTS
INCOTERMS 2000

Handling/loading

Documentation

Documentation
Discharge Port

and Clearance
Handling and
Port Charges

Duty and/or

Destination
Delivery at
Outbound
Clearance
Outbound

Insurance
Transport
Customs

Inbound
Charges
Pick-up

Freight
to Port
Export

Ocean

Taxes
EXW Ex Works...
(named place)
(ex factory, ex
warehouse etc.)

FCA Free Carrier...

(named place)

FOB Free onboard...

(named port
of shipment)

CFR Cost and freight...

(named port of
destination)

CIF Cost, insurance

& freight (named
v port of destination)
the destination the destination

on either party

CPT Carriage paid

No obligation
If applicable

If applicable
according to
Either party

to... (named
place of
destination)

CIP Carriage &

If applicable

If applicable
according to
Either party

insurance paid
to ... (named place
^ a i destination)
on either party

DDU Delivered duty

No obligation

unpaid... (named
place of destination)

DDP Delivered
on either party
No obligation

duty paid...
(incl/excl/VAT?) X
...(named place
of destination)

Payable by seller

Payable by buyer

» AT/TVA Payable by seller or buyer, as per shipper's instruction

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 AIR-FREIGHT SHIPMENTS
INCOTERMS 2000

Payable by seller/exporter

Payable by buyer/importer [i

VAT/TVA Payable by exporter or importer, as per shipper's instruction X

104
EXERCISE
A) Match the following abbreviations to the definitions
1 CF (cost and freight)
2 CIF (cost, insurance and freigh
3 Ex-works (or ex-factory)
\ point where the ship carrying
4 FAS (free alongside ship) or franco quay d) The price paid to the seller
5 FOB (free on board)
4
a) The price excludes all delivery
charges. The buyer has to
arrange for collection of the
goods at the works or factory,
and pays all expenses such as
loading, insurance and
carriage.
b) The seller's price includes all
charges and risks up to the
point where the goods are
placed alongside the named
ship ready to be taken on
board.
c) The seller's price includes all
charges and risks up to the
the goods arrives at the named
port of destination.
includes packing and freight to
the port of destination, but
does not include insurance.
This must be paid by the buyer.
e) The seller's price includes all
charges and risks up to the
point where the seller delivers
the goods on board at the
named port of shipment. From
that point, the buyer bears the
charges and risks.
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B) A buyer has been quoted £ 2,000 for 100 leather jackets. Look at the
five types of quote above. Which type represents the best value to the
buyer? Put them in order.

EXERCISE 2

The chart shows road-freight shipments. Analyse them in English.

106
 EXERCISE 4
An export puzzle

Jane Long at Transworld arranged four different export consignments of

different goods to different destinations. The cost of each was different and the
terms were different. From the information below, can you complete the table
and answer the questions?

- The motorbikes cost £1,000. They were not sent ex works.

- The consignment which cost £2,000 was sent C&F Hamburg.
- The Greek consignee arranged and paid directly for all his own
transportation and insurance costs.
\- Jane had to arrange the insurance and some of the transportation costs for
the consignment of typewriters to Rome.
- The shoes cost £2,000 more than the Portuguese consignment, and £1,000
less than the typewriters.

Questions 1 How much did the stationery cost?

2 Which consignment was sent to Lisbon?

EXERCISE 4
Match the terms with the Hungarian explanations

bérmentve, biztosítva (meghatározott rendeltetési hely)

bérmentve a fedélzeten (megnevezett elhajózási kikötő)
határra szállítva (megnevezett hely)
rakpartra szállítva (megnevezett érkezési kikötő)
szállítva vámolatlanul (megnevezett rendeltetési hely)
költségek, biztosítás és fuvar (megnevezett érkezési kikötő)

107
 bérmentve szállítást végzőig (megnevezett hely)
ab gyár (megnevezett hely)
bérmentve a hajó oldalához (megnevezett elhajózási kikötő)
szállítva, elvámolva (megnevezett rendeltetési hely)
költségek és fuvar (megnevezett érkezési kikötő)
szállítás fizetve (megnevezett hely)
hajóból szállítva (megnevezett érkezési kikötő)

KEY WORDS
accompanied by kíséri vmi
additional járulékos, további, pótlólagos
alongside hosszában, oldala mellett
appointed kinevezett, kijelölt, megállapított
as per szerint
assuming feltéve, hogy
be made available rendelkezésre áll
be passed over átadódik, „átszáll"
be dependent on vkitől függ
bear the risk kockázatot visel
board fedélzet
border határ
call upon felszólít
CFR költség és fuvardíj (fizetve)
CIF költség, biztosítási díj, szállítási díj (fuvardíj)
CIP szállítás és biztosítás fizetve, bérmentve,
biztosítva
come into force életbe/hatályba lép
contract szerződés
corresponding megfelelő
CPT szállítás fizetve
DAF határra szállítva
DDP szállítva, vám fizetve (elvámolva)
DDU szállítva, vámfizetés nélkül (vámolatlanul)
define meghatároz
depot raktár
DEQ rakpartra szállítva/rakpartról (vám fizetve)
DES hajóból szállítva
destination cél(állomás)
distinguish megkülönböztet, különbséget tesz
division osztás, felosztás, részleg
due to vminek köszönhető, tulajdonítható

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edition kiadás
expense költség
EXW gyárból (szállítva)
FAS költségmentesen (bérmentve) a hajó
oldalához, hajó mellé kirakva
FCA költségmentesen a fuvarozónak
átadva/bérmentve a szállítást végzőig
fee díj
FOB hajóra rakva/bérmentve a
fedélzeten/költségmentesen a hajó
fedélzetére
frontier határövezet, országhatár
hand to átad vkinek
handover átruház, átad
identify azonosít, felismer
inbound hazafelé (tart)
Incoterms nemzetközi kereskedelmi szokványok
insure biztosít
involvement elmélyedés
lighter uszály, dereglye, rakodóhajó
lighterage dereglyére (átrakóhajóra) való kirakás díja;
teherszállító dereglyék bérleti díja
loss veszteség, kár
marine tengeri
marine insurance haj ókár-biztosítás
monomodal monomodális olyan szokvány, ahol
a fő szállítóeszköz hajó
movement mozgás, mozgatás
multimodal multimodális olyan szokvány, ahol
a fő szállítóeszköz nem csak hajó lehet
named megnevezett
negotiable átruházható, forgalomba hozható
obligation kötelezettség
obtain megkap, megszerez
outbound elfelé (tart)
pose feltesz, felvet
procure meg-/beszerez, kieszközöl
purchaser vásárló, vevő
quay rak(odó)part
rail korlát
relate to összefüggésbe hoz, kapcsolatban van,
összekapcsol

109
represent képvisel
revision átvizsgálás/-nézés/-dolgozás
seaport tengeri kikötő
sign aláír
specified meghatározott, előírt
terminate megszüntet, befejez, befejeződik
transfer átszállítás, áthelyezés
transit tranzit, átmenő
truck teherkocsi, bármely, teherszállítást végző
jármű, teherautó
version változat, verzió
wharfage rakpartilleték
with the addition of azzal a kiegészítéssel, ráadásul

YOUR NEW WORDS

 Chapter 8
FORWARDING
INTERNATIONAL TRADE DOCUMENTATION

1 FORWARDING
Exporters must be prepared for a variety of problems, which may be largely
different from those they can expect in national trade. The distance to cover
when shipping abroad is normally greater than in domestic trade, so exporters
are often forced to use a combination of different means of transport, which
involves a lot of administration as well as an increase in costs. Documentation
is far more extensive in exporting than in the home market, and requires more
work from the exporter. Much of this work can be handed over to a foreign
representative or a freight forwarder.
Language and cultural differences may be overcome if exporters pay special
\attention to providing precise translations of documents that accompany goods.
Different governments may require different technical specifications for
products sold in their country.
One of the advantages of EU membership is the use of uniform technical
specifications and requirements in member states.
Payment is another problem area: the exporter and the customer may use
different currencies. The parties to the contract must also agree on the method,
time and other terms of payment.
Careful attention must also be paid to insurance, because the risks are greater
for the exporter.

The exporter can either handle the whole transport function, or may
subcontract a major part of the work to outside specialists, such as shipping and
forwarding agents.

A freight forwarder is a person or company that is involved in the processing

and/or movement of goods on behalf of another company or person. The
freight forwarder provides services in two main fields:
- the movement of goods out of a country on behalf of exporters or shippers;
- the bringing of goods into the country on behalf of importers.

Ill
The freight forwarder has the following prime activities:
- to provide a range of independent services such as packing, warehousing,
port agency, customs clearance
- to provide a range of advice on all areas related to international
consignment distribution
- to act as shipper's agent, processing transport/shipping space on behalf of
the principal/shipper and executing their instructions.

The freight forwarder provides the following services, depending on the

trade:

Export
- transportation arrangements - a major function involving the booking and
dispatch of goods between consignor's and consignee's premises or other
specified points
- documentation - provision of all prescribed documentation for goods
- customs - all customs clearance arrangements, including documentation
and entry requirements at the time of exportation and importation
- packing and warehousing - packing of goods for transit and warehousing
provision

- cargo insurance - process of insuring goods during transit.

Import
- notification of arrival - the process of informing the importer of the date
and location of arrival of goods and documents required for customs
clearance
- presentation, and clearance of the cargo through customs
- payment of VAT, duty, freight and other charges
- delivery to the importer - the process of delivering the goods to the
importer's premises following customs clearance
- breaking bulk and distribution.
The freight forwarder will dispatch cargo by air or surface transport modes.

By air, this will involve: scheduled passenger aircraft; combi (combining

freight and passengers according to market demands); chartered aircraft;
scheduled freighters.
For surface distribution this will involve: conventional or break-bulk vessels;
containers, usually involving multi-modalism; international road trans-
port/trucking, including Ro/Ro ferries; international rail movement, involving
project forwarding, consolidators, bloodstock, out of gauge loads, household
effects, refrigerated goods or bulk liquids.

112
2 INTERNATIONAL TRADE DOCUMENTATION

The most important documents required in foreign trade:

1 transport documents - road consignment note, air waybill, sea waybill,

shipping note, bill of lading, etc.
2 commercial documents - pro-forma invoice, commercial invoice, consular
invoice, weight note, packing list, supplier's quality inspection certificate,
etc.
3 insurance documents - letter of insurance or cover note, certificate of
insurance, insurance policy
4 official documents required by government regulations - certificate of
origin, certificate of health, quality certificate, certificate of analysis,
veterinary certificate, etc.
5 financial documents - bill of exchange, etc.

2.1 TRANSPORT DOCUMENTS

Bill of lading
A marine bill of lading is a transport document for goods shipped by sea. The
marine bill of lading is still the most common transport document for exporting
to Africa, Asia and the Middle East.

A bill of lading has three separate functions:

It is the evidence of a contract of carriage between the shipping company and

either the exporter or the foreign buyer, to transport the goods by sea.
It is a receipt for the goods taken on board ship, and provides some details
about the condition of goods received.
- A clean bill of lading is one which does not have any statement by the
shipping company that there is some defect in the goods or their packaging.
- A foul or dirty bill of lading is one which may carry a statement that the
goods received or their packaging is damaged.
- A received for shipment bill of lading merely confirms that the shipping
company has the goods in its custody for shipment. This type of bill of
lading is commonly used for goods packed into containers at the exporter's
factory or at an inland depot, and then driven on board ship.
A bill of lading, once signed by the exporter, is also a document of title, which
means that the holder of the bill of lading has the right to possess the goods.

113
The goods will only be released by the shipping company at the port of
destination to the buyer's representative on presentation of a signed original of
the bill of lading. A bill of lading is usually made out in sets of three originals.

When a bank handles a bill of lading, it must be sure to check that it has a full
set of the signed originals, because only a full set ensures complete control
over the right to gain possession of the goods.

A bill of lading is prepared by the exporter (or a freight forwarding agent) and
then given to the shipping company for completion. The shipping company
acknowledges the receipt, and adds any statement about damaged goods or
packaging, where necessary. If the goods are undamaged, the shipping
company will issue a clean bill of lading. When the shipping company returns
these signed originals, they can now perform their three functions of: (1)
evidence of contract; (2) receipt for the goods; (3) document of title.

The bill of lading states that the captain has inspected the goods after loading,
and gives the following details:
1 the name of the shipper
2 the name of the ship
3 the name and address of the consignee (or 'to order')
4 the port and place of loading
5 the port of discharge
6 the marks and numbers necessary for identification of the goods
7 the quantity
8 the type of packing
9 the description of the goods
10 the weight
11 the dimensions.

Bills of lading are usually delivered in three or four originals, one of them
remaining with the master.
A further number of supplementary originals can be issued on request, but the
number delivered must be marked on each of the originals.

Since the bill of lading will be dispatched to the buyer, perhaps through the
banking system (usually long before the goods arrive at their destination),
evidence that the goods are in fact on the way might be provided by the
wording 'shipped' on the bill.

114
Parties engaged in sea transport

1 The owner of the goods secures the shipping space either him/herself or -
more usually - through a forwarding agent or a ship-broker.
2 The ship-owner undertakes sea transport on his/her own account.
3 The shipper is a person or company whose business is to send goods abroad
by ship.
4 The ship-broker is an agent appointed by the ship-owner to obtain cargo
and passengers.
5 The shipmaster is the captain of the ship.
6 The, forwarding agent undertakes collection and forwarding of goods.
7 A stevedore is a person whose job is to load or unload ships, who is in
charge of seeing that the stowage of a ship is done properly, thus he is a
kind of superintendent.

Shipping documentation

There are a number of documents used in overseas trade:

- 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 that the goods are to be shipped.
- A dock receipt, (sometimes called a wharfinger'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 mate's receipt is often
' sent when the consignment is loaded directly, and serves as a document of
title until the bill of lading is ready.

Combined transport bill of lading

Nowadays, goods are often transported from a place of taking in charge to a

place of delivery in the same container(s), but by different modes of transport.
For example, a container lorry might take a container of goods by road to a
seaport, where the unopened container will be loaded onto a ship. It will then
be shipped to a port of destination, unloaded, transferred to another lorry, and
taken by road, still unopened, to a place of delivery inland.

115
The goods, although carried by two or more modes of transport, are shipped
under a single contract of carriage, and a carrier or a freight forwarder will be
responsible for the goods over the entire route.

A single bill of lading, known as a combined transport bill of lading (also

through bill of lading) will be issued by the freight forwarder to cover the
entire route from the place of taking in charge to the place of delivery.

Sea waybill or liner waybill

A waybill is a list of goods carried. A sea waybill is a transport document which

gives details of a consignment of goods, and it acts as:
- a contract between the shipping company and the exporter
- a receipt by the shipping company for the goods received, providing
evidence of shipment.

However, a sea waybill is non-negotiable and is not a document of title.

Air waybill

This is a waybill for goods transported by air. Like a sea waybill, it is a contract
of carriage and a receipt from the airline for goods received into custody, and
it is not a document of title.

The airline will hand the goods to the consignee at the airport of destination
without the consignee having to present an original copy of the waybill.

Road consignment note or truck receipt

This is a receipt issued by a carrier for goods that are to be transported by road.
The note also specifies the name and address of the sender and the consignee,
the place of delivery and the place and date of taking in charge by the carrier.
The note acts as both a receipt and a delivery note.

A CMR (Convention Merchandises Routier) note is an internationally

approved transport document for the carriage of goods by road through
European countries that are party to the CMR.

A road consignment note, even a CMR note, is non-negotiable, and so is not a

document of title. The goods will be delivered to the consignee named in the
note at the place of delivery given in the note.

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Railway consignment note

This is used in international railway transport, similar to the B/L.

Customs declaration forms

These are to be presented to the customs authorities in order to clear goods that
cross the border of the country. The customs office inspects the goods and
levies duties, of which there are a great variety: there are ad valorem duties,
customs-, differential-, discriminating-, export-, import-, protective-, transit
duties, etc.

SAD documents, EUR movement certificates

The member countries of the EU have devised a simple customs form which is
called an SAD document. The intention is to have a simplified administrative
document, so that all countries would have the same type of document of
movement when goods pass through customs.
EUR movement certificates are used when goods pass between EU countries
and members of the European Free Trade Association (EFTA).

\
2.2 COMMERCIAL DOCUMENTS

The main commercial documents are invoices. There are three main types of
invoice:

Pro-forma invoice
This is a price quotation by an exporter to a potential overseas buyer. A pro-
forma invoice has several uses:
- The buyer might need to present a pro-forma invoice to the government
authorities in his country in order to obtain an import licence.
- It serves as a price quotation, and might include the terms of sale.
- It is used when the exporter requires cash with order.

Commercial invoice
This is a demand for payment for goods sold. It is one of the basic documents
and contains:
- date and number of the invoice
- number of the order
- name and address of the seller and the buyer
- means of transportation

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- description of goods
- quantity
- unit price and total sales price
- the terms of delivery
- freight
- the terms of payment
- discounts, if any

- all the essential elements of the deal.

Consular invoice
This is a commercial invoice which is prepared on a form printed in the
exporter's country by the consulate of the buyer's country. It is then stamped
by the consulate. The purpose is to help the government of the buyer's country
supervise imports into the country.
Other commercial documents

- weight note: this is issued by the exporter or a third party, declaring the
weight of the goods in the consignment.
- a packing list and specification: for use by customs authorities detailing the
content of packages
- a supplier's quality inspection certificate: this is a signed declaration by the
exporter that the goods have been inspected before dispatch and are of a
quality in accordance with the contract of sale.

2.3 INSURANCE DOCUMENTS

There are three basic types of insurance document.

- a letter of insurance or cover note: This is issued by an insurance broker

to provide notice that steps are being taken to issue an insurance policy or
certificate.
- a certificate of insurance shows the value and details of the shipment, and
the risks covered. It is signed by the exporter and the insurance company.
Only a certificate of insurance is required when the insurance policy of the
exporting company provides 'open cover' for the whole of its export trade.
- an insurance policy. The insurance policy gives full details of the risks
covered, and is evidence of a contract of insurance. A policy which provides
open cover will not specify the details of any particular shipment.

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 You may also see an 'all risks' policy, which in fact does not provide insurance
against all risks in the true sense, the main risks it covers being
- perils of the sea - i.e. accidental loss or damage caused by sinking,
collision, seawater, heavy weather or stranding
- jettison - i.e. loss caused by a decision of the master of the ship to throw
goods overboard so as to lighten the vessel in an emergency
- fire, including smoke damage
- theft - not pilferage by the crew
- damage in loading, trans-shipment or discharge.
The policy will not cover losses or damage from strikes, riots or civil
commotion, and war or capture and seizure of the vessel (in war or by piracy).
These risks must be insured separately by payment of an additional premium.

2.4 DOCUMENTS REQUIRED BY GOVERNMENT

DEPARTMENTS OR AGENCIES
- a certificate of origin might be required by the importing country's
authorities as evidence of the country from which the goods originated.
- a certificate of health, quality or inspection might also be required by the
importing country's authorities.
t - a blacklist certificate provides evidence that the goods did not originate in
(and were not transported through) a blacklisted country.
- The buyer may also require:
- a weight certificate, proving the actual weight of the consignment
- a quality certificate proving the quality of the goods
- a certificate of analysis, which is required in the case of chemical
products
- a certificate of disinfection declares that the packing materials of the
imported goods have been disinfected
- a veterinary certificate declares that livestock, poultry or other animals
are free from any contagious disease
- a phytosanitary certificate (or phytopatological certificate) certifies
that plants and agricultural products are free from any infection, diseases
and pests.
Exports to countries in the EU are subject to EU regulations. The EU is
founded on the 'free circulation' of goods between member countries, and
- the Community Transit (CT) System provides forms which give
entitlement to duty-free import of goods, and for preferential tariffs for
exports to countries of the European Free Trade Association (EFTA).
- The EU's Common Agricultural Policy requires a declaration prior to
shipment of agricultural goods to be exported.

119
When goods are carried abroad outside countries governed by EU regulations
(and the CT system), but between member countries of the Customs
Convention, customs formalities at border posts will be reduced if the goods
are transported in customs-approved sealed containers. This is known as the
TIR Carnet System.

2.5 FINANCIAL DOCUMENTS IN INTERNATIONAL TRADE

Bill of exchange

A bill of exchange can be defined as

- an unconditional order in writing
- addressed by one person (the drawer)
- to another (the drawee)
- signed by the person giving it (the drawer)
- requiring the person to whom it is addressed (the drawee)
- to pay on demand, or at a fixed or determinable future time
- a certain sum in money
- to, or to the order of, a specified person, or to the bearer.

When a term bill is addressed to the drawee, the latter should sign the bill on
receipt, to indicate acceptance of the order. After acceptance, the drawee
becomes known as the acceptor.

Bills of exchange can be divided into two types:

- a sight bill, which means that payment is due immediately on sight of the
bill- i.e. 'at sight'
- a term bill (also known as a tenor or usance bill) which allows the drawee
a period of credit before payment. A bill might state the term for payment
to be, say, '45 days sight', which means that payment must be forty-five
days after sight of the bill.

3 LETTER OF ADVICE

Advice of Dispatch/Advice Note: this is a document from the consignor to the

consignee advising him or her that the goods have been sent or are ready for
collection. It also serves as the accompanying letter to the invoice.

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Useful phrases for letters of transport/dispatch

About dispatch
- We are pleased to inform you that the consignment was collected this
morning for
- The following goods were consigned to your address for arrival on
- We trust that the consignment will reach you safely.
- We have dispatched 5 (five) containers of from our warehouse in
against your order No Marks and numbers are GHI 1-5.

About packing
- Since our goods are being transported by we will use
packing.
- All containers packages are to be clearly marked TZ 8, and numbered 1-20.
- The dimensions of the boxes should not exceed 6 ' X 6 ' X 4 ' .

Shipping documents
- The shipping documents will be sent to you by our forwarders.
- The shipping documents were sent on 5th May to the Bank.
- We enclose the following documents: invoice, certificate of origin, import
licence, packing list and the bill of loading.
Would you kindly pay freight charges to our account.

EXERCISE 1
Decide which definition refers to which document. Answer by pairing numbers
with letters.

s 1 Air waybill a) a request for goods

2 Bill of lading b) a document accompanying import,
which has been certified correct by
an official of the importing country's
government
3 Certificate of origin c) a ticket, receipt and document of title
4 Combined transport document d) a ticket and receipt for goods sent by
air
5 Import licence e) a ticket and receipt for goods sent by
more than one means of transport
6 Invoice f) a ticket and receipt for goods sent by
land

121
 7 Consignment note g) a promise by a bank to pay a certain
amount of money for goods sold
abroad
8 Consular invoice h) a request for payment
9 Statement i) a proof that goods have come from a
certain country
10 Policy j) official permission to bring goods
into a country
11 Order k) a form showing all the transactions
between a company or bank and an
account holder
12 Customs entry form 1) proof that something is insured
13 Letter of credit m) a form describing imported goods so
that duty can be calculated

EXERCISE 2
Each consignment has different problems and documentation. Which type of
B/L do you think is used in these situations?

1 A stale B/L a) It is for the total journey to the importer's

warehouse.
2 A clean B/L b) The B/L arrives after the goods.
3 A through B/L c) The B/L says that the goods are damaged or
badly packed
4 A foul/dirty B/L d) There are no problems with this B/L
Answers:
1 2 3 4

EXERCISE 3
Fill the gaps with the words from the list.

air chartered waybill

receipt dirty vessels
rates consignee shipped
combined boxes perfect

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 The 'consignment note' or ' ' is the main
document used in road, rail or transport.
It is a not a document of title, and therefore not
negotiable. An 'advice note' is usually sent to the
to inform him that goods are being forwarded, but airlines, as a rule inform the
consignee themselves when the goods arrive.
There are various types of available to carry different
goods.
Their owners may belong to The Shipping Conference, and will charge fixed
for transporting goods.
Other vessels can be , on a time or voyage basis, or
on a mixed charter through ship brokers on The Baltic Exchange who will
negotiate rates for their clients.
The bill of lading is the main document used in shipping, and may be 'clean'
or ' ' ('claused') which explains whether the goods were taken on
board in condition, or if something was wrong with
them.
Once the bill has been signed by the captain it is known as a
bill, and the shipping company will now accept
responsibility in accordance with the clauses on the back of the document.
If the bill is made 'to order' or 'unto order' it becomes a negotiable document
of title.
Containerisation is a rapidly growing method of shipment, where goods are
loaded into steel which are taken to the docks
and then loaded on to special vessels. Container companies use either
transport bills of lading or waybills but also
the usual documents in shipping, including the bill of lading.
/

KEY WORDS
acceptance elfogadás
acceptor elfogadó
agricultural mezőgazdasági
all risks policy minden kockázatra kiterjedő biztosítási
kötvény
on request kérésre
authority hatóság
be in charge of felelős vmiért
bearer tulajdonos, birtokos, bemutató
bill of exchange váltó
bill of lading hajóraklevél, fuvarlevél

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clean tiszta hajóraklevél
blacklist feketelista
booking foglalás
break bulk hajó kirakodásának megkezdése; konténerek
felnyitása kisebb tételek értékesítése céljából
calculate számít, tekintetbe vesz
capture elfog, megragad, zsákmányol
cash with order készpénzfizetés a megrendeléskor
certificate of analysis vegyelemzési bizonyítvány
certificate if insurance biztosítási bizonylat
certificate of disinfection fertőtlenítési bizonyítvány
certificate of health egészségügyi bizonyítvány
certificate of inspection (vám)ellenőrzési igazolás
certificate of origin származási bizonyítvány
certificate of quality minőségi bizonyítvány
civil commotion felkelés, lázadás, polgári zavargás
collision (össze)ütközés
commercial invoice kereskedelmi számla
community közösség(i)
completion birtokba vétel/adás; vmi befejezése
condition feltétel, állapot, körülmény
consignment note fuvarlevél (közúti, vasúti, légi)
consular invoice konzuli számla
contagious fertőző, ragályos |
crew legénység
declare bevall(ás), bejelent(és), nyilatkozat
defect hiány, hiba, tökéletlenség
determinable meghatározható
devise kigondol, kieszel
dimension kiterjedés, méret
discharge kirakodás
disease betegség, kór
distance távolság
dock receipt dokkraktárjegy
document of title tulajdonjogot igazoló/árut megtestesítő
okmány (pl. szállítólevelek, exportszámlák,
raktárjegyek)
drawee utalványozott, intézvényezett (csekké, váltóé)
drawer utalványozó, intézvényező (csekké, váltóé)
duty vám, illeték
customs vámilleték
differential különbözeti

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 discriminating megkülönböztető (származási országtól függ)
protective védővám
ad valorem értékarányos
duty-free vámmentes
entitlement feljogosít, joga van vmire
evidence bizonyíték, bizonyítás, tanúvallomás
exceed túllép, meghalad
execute végrehajt, kivitelez
extensive kiterjedt, széles körű, terjedelmes
field mező, terület
foul/dirty záradékolt hajóraklevél
freight account fuvardíjjegyzék
gain szerez, nyer, gyarapodik, előnyére van
holder birtokos, birtokban tartó
in custody letétben van, vki őrizetére van bízva
infection fertőzés
insurance policy biztosítási kötvény
intention szándék
jettison hajóból nagy veszély esetén könnyítésül a
tengerbe dobott áru
licence engedély(ez) (BrE)
license engedélyez (BrE+AmE) engedély (AmE)
lighten könnyít, csökkenti a terhelést
make out elkészít, kiállít
master hajóskapitány
mate's receipt hajóstiszti elismervény (szállításra átvett
áruról)
measurement méret
member state tagállam
membership tagság
merely egyszerűen, pusztán
non-negotiable nem átruházható, nem forgalomképes
on presentation of vmi bemutatásakor
on request kérésre
on sy's (own) account saját felelősségére
open cover nyílt fedezet(ű biztosítás)
originate in vhonnan származik
overcome felülkerekedik, (le)győz
packing list csomagolási jegyzék
pay on demand bemutatáskor fizetendő
peril kockázat
pest dögvész

125
phytosanitary certificate növényegészségügyi bizonyítvány
pilferage tolvajlás, dézsmálás, fosztogatás
piracy kalózkodás
prescribed előírt, elrendelt, utasításba adott
prior to elsőbbséget élvez vmivel szemben
pro-forma invoice előszámla
proof bizonyíték, próba
quality inspection certificate minőségi tanúsítvány
receipt for goods átvételi elismervény
received for shipment áruátvételi hajóraklevél
regulation szabályozás
release elbocsát, elenged, átruház
remain marad
representative képviselő
require igényel
riot zavargás
secure biztosít
seizure lefoglalás, elkobzás
set of vhány darabos készlet/sorozat/garnitúra/szett
ship-broker hajóbróker
ship-owner hajótulajdonos
shipped fedélzeti hajóraklevél
shipper hajószállítmányozó (kereskedelmi szervezet)
shipping and forwarding
agent tengerhajózási és szállítmányozási ügynök
shipping note hajófuvarlevél
sight bill megtekintésre szóló váltó (az adósnak azonnal
ki kell fizetni bemutatáskor)
simplified egyszerűsített
sinking hajó elsüllyedése
stale lejárt hajóraklevél
statement állítás, közlés
stevedore dokk-/rakodómunkás; rakodási vállalkozó
stowage hajórakomány elrendezése; rakodási díj
stranding zátonyra futás
strike sztrájk
subcontract alvállalkozói szerződés
superintendent felügyelő, ellenőr
take in charge gondjaiba vesz
term bill határidős váltó (fix időpontban fizetendő)
through közvetlen hajóraklevél
truck receipt fuvarlevél

126
unconditional feltétel nélküli
-ndamaged sértetlen
-nopened zárt
sterinary certificate állatorvosi igazolás
waybill fuvarlevél
weight certificate súlybizonylat
weight note súlyjegyzék
wharfinger rakpartfelügyelő

YOUR NEW WORDS

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134
135
139
140
 SPEDITEUR-BESTÁT1GUNG
FORWARDERS CERTIFICATE

1ATA
freights-agents

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144
 Chapter 9
WAREHOUSING,
PACKING A N D MARKING

1 WAREHOUSING
A warehouse is a building where wares, i.e. goods are stored, as before
distribution to retailer, or are kept in reserve.
Public warehouses serve the purpose of stocking goods.
In a warehouse the employers have to move goods around, for which the most
widely-used means are:
- truck: any of various low frames or platforms on wheels, sometimes
motor-driven, for carrying heavy articles
- forklift: this is a truck equipped with a mechanism for lifting and stacking
heavy objects. It consists typically of projecting prongs (forks) that
\ are slid under the load and then raised or lowered.

(At the end of the chapter there are several examples of the above.)

Bonded warehouses or foreign-trade-zones are where imported goods which

are not meant for immediate inland consumption can be stocked awaiting their
re-transportation.
They are established with the purpose of storing goods without payment of
duty-ánd keeping them under the control of the authorities before exporting. No
goods can be removed from these warehouse without paying the duty on them,
and the owner of the premises has to offer a bond as security. By placing goods
into a bonded warehouse, the importer can postpone the payment of duty.
Bonded warehouses can be set up either by importers or by independent
companies. They are normally situated at ports, airports or borders.

145
2 PACKING
The main function of packing is to protect goods in transit from the factory or
warehouse from damage or loss until they arrive in the hands of customers.
Risks occur at five main points:
• when goods are being loaded
• when they are being handled at docks, airports, railheads, etc.
• during the voyage itself, by sea, road, rail or air
• when they are being unloaded

• when they are being transported to their final destination.

However, packing also serves marketing purposes.

When we talk of packaging we mean the wrapping of products such as packets
of biscuits, boxes of matches and jars of jam for display in shops. The term
packing refers to larger quantities packed for transport, the covering given to
goods to protect them from damage and theft while being carried.
If there is no packing, but the packing is formed by the vehicle itself, we speak
of a loose ware, bulk goods or 'a la rinfusa' (Italian) consignment.
The sale can be made packing included or without packing. The net weight of
the ware is obtained by deducting the tare from the gross weight.
In order to establish the weight of the tare you must
• either weigh the packing of each parcel separately, in which case you get
the actual tare, or
• you may calculate an average tare.
There are various factors influencing the nature of packaging for an
international consignment:
1 Value of the goods. In the main a high-value consignment usually attracts
more extensive packing than low value merchandise. Much depends on the
nature of the goods. If packing is inadequate, problems could arise.
2 Nature of transit. The more handling goods must endure, the stouter the
packaging required. Certain forms of transport, particularly air and ISO
containerisation, usually require less extensive packing. This is a strong
marketing feature of their service.
3 Nature of the cargo. Cargo shipped in bulk requires little or no packing,
whilst/while in AmE general merchandise needs adequate packing. For
example, apples can be consigned in cases, boxes, cartons or pallet boxes.
Cement, on the other hand, may be shipped in five- or six-ply paper bags,
containers or in bulk. Motor vehicles are usually shipped unpacked to
reduce freight. Grain, ores and coal are all shipped in bulk.
4 Compliance with customs or statutory requirements. This is particularly
relevant to dangerous cargo. Statutory regulations also apply to the

146
 transportation of foodstuffs involving temperature regulation of the food. In
some countries, straw is an unacceptable form of packing due to the risk of
insects being imported.
5 Variation in temperature in the course of transit.
6 Insurance acceptance conditions. Cargo which is particularly fragile, or
which has a bad record in terms of damage/pilferage may be subject to a
prescribed packing specification. Otherwise, the insurance company or
underwriter will refuse to cover it at a competitive cargo insurance
premium.
7 The size of the cargo and its weight.
8 Marketing considerations. The package should fit into the overall
marketing concept.
9 Facilities available at the terminal (airport, seaport, container base,
warehouse, etc.) Lifting equipment at some seaports - and particularly
airports - may be of limited capacity. Moreover, not all airports have
Customs clearance facilities.
10 Type and size of container, cargo wagon, pallet, Ro/Ro vehicle or aircraft.
11 Marking of cargo packaging. Each package must bear a marking code and
use a symbol to ease handling.
12 Cost of packaging.

Here is a list of words used in packing:

container packing term dimension
bag cardboard weight
carton wrapping bulk
case padding mass
crate lining measurement
container waterproof capacity
box rustproof volume
cask damp-resistant space
sack airtight gross
barrel seaworthy net
drum sealed lightweight
hogshead battened
keg insulated
bale reinforced
can fast (made fast)
tin returnable
carboy palletised
bundle
chest

147
3 MARKING OF CARGO

Associated with packing is the marking of cargo. All exports have to be marked
in some way or another in order to identify the goods, the customer, their
destination, and instructions for handling.

Some customers have their own marks, which they will ask the exporter to use.
These usually consist of the initials of the importer, often within a distinctive
shape. Underneath this the port of destination is normally given, as well as the
consignment numbers. For example, if the merchant is P.R. Summer Ltd and
the goods are being shipped on the MV Southampton to Calais, the marks will
be as follows:
P.R.S.
0/nol834
CALAIS
Nos.167-172

To facilitate handling and overcome language problems, various

internationally accepted signs and wordings are used for handling instructions,
such as, 'this way up', 'keep dry', or the picture of a broken glass, indicating
that the goods are fragile. Poisonous or otherwise dangerous cargo is
sometimes marked with a skull and crossbones, etc.

The following special instructions may be printed on containers:

top bottom
fragile to be kept cool
this side up keep dry
handle with care open this end
use no hooks perishable
keep away from heat inflammable - with care

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4 COSSITAINERISATION

Containerisation is a method of distributing merchandise in a unitised form.

A container is a large pressed steel box available in two International Standards
Organisation (ISO) sizes capable of carrying 20 to 30 tonnes of cargo, often
referred to as twenty- or forty-foot containers.
The container is packed at the factory warehouse or inland pooling depot,
delivered to the container terminal by rail or road and deposited in the
container parking area at the docks or airport.
The container can be loaded precisely into position on a ship, aircraft, lorry or
train using special loading equipment.

149
EXERCISE 3
Write these letters in English

1 Az új külföldi telefongyár speciális csomagolásban küldi a magyar cégnek

a telefonkészülékeket. A vevő elismeri, hogy a készülékek kifogástalan ál-
lapotban érkeztek és érkeznek. Azonban kéri, hogy a készülékekhez tarto-
zó kábeleket óvatosabban csomagolják, mert kb. a készülékek 10 százalé-
kánál a kábeleket újakkal kellett kicserélni, miután a belső szálak megtör-
tek, és a kábelek használhatatlanná váltak.

2 A vevő az étkészlet leszállítását speciális csomagolásban kéri, darabonként

külön-külön csomagolva, a teás- és kávéskannákat kéri szalmával is kitöm-
ni. Az étkészleteket tartalmazó ládákat dupla pánttal rögzítsék, és feltűnő
piros festékkel írják rá a ládákra: Vigyázat, törékeny!
Ugyanakkor kéri, hogy a herendi étkészleteket díszdobozban szállítsák,
mert sok külföldi turista keresi ezeket az étkészleteket.

3 Az exportőr a szerződésben előírt kettős csomagolásban szállította le a pu-

dingporokat, azonban a belső csomagolás anyaga annyira rossz minőségű,
hogy sok elszakadt, és a külső csomagolást felnyitva a pudingpor kiszóró-
dik. A vevő kéri, hogy a továbbiakban a belső csomagolóanyag nejlon, a
külső erős, vastag, nehezen szakadó anyag legyen.

4 Az exportőr közli a vevővel, hogy ha a minta alapján megrendelt mosópo-

rokat a vevő kérésére még a II. negyedévben szállítják le, kénytelenek
5 kg-os kiszerelésben szállítani az 1 és 2 kg-os csomagolás helyett.
Felajánlja, hogy vagy az egész mennyiséget 5 kg-os csomagolásban határ-
időre leszállítja, vagy csak a megrendelt mennyiség 50 százalékát, és a
fennmaradó mennyiséget az eredeti megrendelés szerint 1 és 2 kg-os cso-
magolásban szeptember 15-éig.

KEY W O R D S
airtight légmentes
average átlag(os)
bale bála (pánttal összefogott, bebugyolált nagy-
csomag, amely puha árut tartalmaz)
barrel hordó
battened léc
bottom alja
bundle bála

150
cane nád
capacity térfogat, űrtartalom, befogadóképesség
carboy ballon, kosaras palack (fém/vesszőhálóval
védett nagyalakú üveg folyékony vegyi
anyagok szállítására)
cardboard kartonpapír
case láda
cask (fa)hordó (sör-/borkereskedelemben)
chest láda
covering fedés, borítás
crate (léc)rekesz, erős keretű nyitott fa- vagy
műanyag doboz
crossbones keresztbe tett csontok
damp-resistant nedvességálló
dangerous veszélyes
deduct leszámít, levon
deposit letétbe helyez, megőriz
drum dob alakú tartály
ease könnyít, megszabadít, lazít
endure elvisel, kibír, kitart
enforcement végrehajtás, érvényre juttatás
facilitate megkönnyít, előmozdít, elősegít
fast szoros, rögzített; tartós, színtartó
foodstuff élelmiszer
fragile törékeny
gross bruttó
handle with care óvatosan kezelni
hogshead nagy hordó
fbe) in compliance with teljesítése vminek
inadequate nem megfelelő
inflammable gyúlékony
influence befolyásol
insect rovar
insulated szigetelt
jar befőttes(üveg), tégely
keg kis hordó
keep away from heat melegre érzékeny
keep dry nedvességtől óvni
lightweight könnyűsúly(ú)
lining bélés, szigetelés
loose ware ömlesztett áru
merchandise áru

151
open this end ezen az oldalon nyitandó
padding kibélelés, kitömés
pallet rakodólap, raklap
palletised (AmE -ized) raklapon szállított
parcel csomag
perishable romlandó
ply-paper hullámpapír
poisonous mérgező
pooling (össze)gyűjt(ő)
protect véd, óv
railhead végállomás, átrakóállomás
reinforced megerősített
returnable visszaküldendő
rustproof rozsdamentes
sack zsák
sealed lepecsételt, lezárt
seaworthy hajózásra alkalmas
skull koponya
statutory törvény által szabályozott
steel acél
stout erős, szilárd
straw szalma
tare önsúly, göngyölegsúly
theft lopás, tolvajlás
this side up ezzel az oldalával felfelé
to be kept cool hidegen tartandó
top teteje
unacceptable elfogadhatatlan
underwriter biztosítási ügynök/intézet/szakember
unitised egységesített
use no hooks kampózni tilos
volume űrtartalom, térfogat
waterproof vízálló
with care óvatosan kezelni

152
YOUR N E W WORDS
154
155
A legközkedveltebb szabványosított
szállítmány-csomagolások
Euro-raklap
Euro-raklap Külső méret:
120 cm (hossz), 80 cm (szétesség),
14,4 cm (magasság)
Súly: kb. 25 kg

Rácsos doboz
Külső méret:
120 cm (hossz), 80 cm (szélesség),
Rácsdoboz-raklap 97 cm (magasság)
Súly: kb. 85 kg

20' konténer
Belső méret:
kb. 590 cm (hossz), 230 cm (szélesség),
235 cm (magasság)
Belső térfogat: 32 m3

40' konténer
Belső méret:
Konténer kb. 1190 cm (hossz), 230 cm
(szélesség), 235 cm (magasság)
Belső térfogat: 64 m3

Konténer légi fuvarozásra

Különösen a légi fuvarozásban nagyon
sokféle konténertípus van forgalomban. A
különböző konténerek szerkezete alapvetően
az igénybevett repülőgép-típusokhoz
igazodik. A légi fuvarozású konténerek kb.
4,5 m3 nagyságtól állnak rendelkezésre.

157
20* ISO shipping container

All above mentioned containers types are equipped with

exterior hinged double doors at one end which open
completely.

Steel:
Walls made from beaded steei sheets, steel profile frame,
wooden floor on steel cross members.

The 20' ISO norm container is also equipped with 2 forklift

pockets on each long side.

CSC-plated for MGW (Max. Gross Weight) of 30 to, corten

steel sheet (anti-corrosive), 28 mm plywood floor,
Germanischer Lloyd certificated

Dimensions

Inside
Length Width Height
5879 mm 2350 mm 2390 mm
Outside
Length Width Height
6058 mm 2438 mm 2591 mm
Weight
2300 kg
 Villás emelőkocsi
hidraulikus kézi emelővel
Felhasználás: kézi raklapemelő targoncakocsi magasemelő
kocsi munkamagasság kiegyenlítésére

• csökkenti a dolgozók fizikai igénybevételét

• nehéz tárgyak emelésekor megszünteti a gerincsérülések
kockázatát
• teherbírása 1000 kg
• emelési magasság teljes terhelésnél 800 mm
• túlterhelés elleni szelep
• az oldalsó támasztóhengerek, amelyek kb. 400 mm magasságtól
rögzítik a kocsit, növelik a keresztirányú stabilitást

Teherbírás kg 1000
M a x . emelési magasság mm 800
M i n . villamagasság mm 85
Villahossz mm 1152
Teljes szélesség mm 540
Villaszélesség mm 220
Teljes hossz mm 1535
Fordulási szög fok 110
Teljes magasság mm 1235
Fordulási sugár mm 1350
Teher súlypontja mm 600
Akkumulátor V/A -
Tömeg kg 110

Műhelydaru
• maximális teherbírás 1000 kg
• kihúzható darugém horoggal
• emelés kézi hidraulikus szivattyúval
• tehersüllyesztés rugós rugós kieresztőszeleppel, finom
szabályozás
• szállítás üzemkész állapotban, hidraulikus olajtöltettel
• tömörgumi kerekek - hordozókerekek 0 140 mm,
vezetőkerekek 0 125 mm
• tömege 98 kg
• felületkezelés: porszórásos festékbevonat

Méretek
Horogmagasság 1395 mm
Belső szélesség 1000 mm
Alvázméret 840 mm
Magasság 1595 mm
Alvázhossz 1395 mm

160
 Villahossz
Teljes hossz 1540/550
Lesüllyeszt, villa mag.
Max. emelés
Beálló 200 200
kerekek Al.tárcsa/gumiabr. Al.tárcsa/gumiabr. fekete nejlon Al.tárcsa/poliuret.
Villa-
görgő^ fekete nejlon fekete nejlon fekete nejlon poliuretán
Tömeg kg 70 77 77 77

Raklapemelő kocsi
• teherbírás 2000-2500 kg
• beálló görgők 0 180/200 mm
• villagörgők 0 80 x 70 mm
• állítható magasságú villagörgők
• a villacsúcsok szűkítettek
• többfunkciós vonórúd: emelés, süllyesztés, mozgatás
• gumibevonatú fogantyú
• garanciaszerviz - csererendszer

Meghosszabbított és rövidített villahosszú emelőkocsi

A kisebb méreteknek köszönhetően főleg kamionok EUR raklapos be- és kirakodására, vagy más szűk
térben előnyös.

• teherbírás 2000 kg
• villahossz csak 800 mm
beálló kerekek - gumiabroncs
alumíniumtárcsa

Modell 1 2
Teherbírás k9 2500 1500
Villahossz mm 800 1600
Villaszélesség mm 550 550
Lesüllyeszt, villa mag. mm 85 85
Emelőkocsi
Max. emelés mm 200 200
meghosszabbított
Beálló 0 mm 200 200
v i l l a h o s s z a l - 1600 mm
kerekek kialakítás Al.tárcsa/gumiabr. Al.tárcsa/gumiabr.
biztonságosan felemeli és átheiyezi a hosszabb, teherbírás 2000 kg
Iker 0 mm 80 80
nem standard raklapokat vagy anyagot. 1 villahossz 1600 mm
villegürgők kialakítás fekete nejlon fekete nejlon
Felületkezelés: sárga RAL 1003 porszórásos
Tömeg kg 74 81
festék. 1
beálló kerekek: Al.tárcsa és gumiabroncs
nejlon villagörgők

161
csomagolóanyagok megoszlása

163
 Rétegelt falemezből készült dob Fahordó

Fából készült csomagolóeszközök

164
 Csomagolásra használt műanyagok és alkalmazásuk

E-edete, az A műanyag Rövidítése Leggyakoribb Tulajdonsága Alkalmazása

5 őállítás kémiai neve márkanevek

Viszkóz - Celofán Átlátszó, Fólia

"ermészetes Cellulóz- gáz- és Fröccsöntött
CA Celidor A, aromazáró,
eredetű acetát termék,
Dexcell nem vizgőzzáró lemez, fólia

kis sűrűségű Zsírokat áten-

Alkahen gedi, jó vízgőz-
LDPE* Daplen záró, gyenge
Polietilén aromazáró Fúvott,
fröccsöntött
Kiváló aroma-
tárgyak,
záró, zsírzáró,
fóliák
nagy sűrűségű HDPE* Eltex Lupolen főzhető cso-
magolásra
alkalmas

Mesterséges Fényes, átlát-

eredetű Carlona szó, vagy át- Fúvott,
rolimerizációs Polipropilén PP* Moplen Dalpen tetsző, közepes fröccsöntött
gőz- és aroma- tárgyak, fóliák
zárás

Átlátszatlan
matt felületű, Fóliák,
Vestyron habosított fröccsöntött
Polisztirol PS* Stirocell változata kivá- tárgyak,
ló hőszigetelő habanyagok

Fröccsöntött,
Csillogó, fé-
fúvott, extru-
Polivinilklorid PVC Ongrovil nyes, víztisztán
dált tárgyak,
Ongrolit átlátszó
fóliák

Hőre lágyuló,
Polivinilidén- PVDC* Saran zsugorodó, ki- Fólia,
klorid Cryovac váló gőz- és bevonat
Mesterséges aromatartó
eredetű Fröccsöntött
polimerizációs Polikarbonát Jó zsír-
PC* Lexan tárgyak,
és olajálló
fóliák

Polietilén- Kiváló gáz- és Italflakonok

PET
tereftalát aromazáró tálcák

Mesterséges Kiváló gázaroma- Fröccsöntött

Nylon
polikonden- Poliamid PA* ;ár, zsíroknak, ola- tárgyak, be-
Bonamid
zációs joknak ellenáll vonatok,szálak

Rugalmas, mecha Hab, fröccs-

Mesterséges nikai hatások ö n t ö t t tárgyak,
Poliuretán PU* Daltolac
poliaddíciós ellen védelmet védő, párnázó
nyújtó anyag

167
168
 31. ábra. Környezetbarát terméket jelző címkék
7.,. A Föld élővilágát nem károsító termék/csomagolás; 2. EU országok ÖKO címkéje;
I Magyar cédrus" Magyarország környezetbarát termék/csomagolás jele; 4. „Északi hattyú"
Norvégia, Dánia, Svédország Finnország Izland környezetvédő termék jele; 5. „Kék angyal"
Németország 1974-től alkalmazott környezetbarát termék jele; 6. Japán ÖKO-jel;
7-7la. „Többutas" - újra tölthető csomagolás; 8/a-8/b. Csomagolóeszköz nem okoz
környezetkárosodást, hulladékba dobható; 9. Zöld ecset - környezetkímélő festék hazai
jele; 10. Ózonréteget nem károsító hajtógázzaI készült aerosolos termékeken feltüntetett
nemzetközi jel; 7 7. Környezetkárosító, hulladékba nem dobható; 12. Földet védő
természetbarát termék/csomagolás; 13. „Zöld fóka" USA - környezetbarát jel; 14. Zöld
pont; 15. USA - tudományos minősítés alapján feltüntetett környezetbarát jel;
16. „Környezeti választás" Kanada környezetbarát jele; 17. Természetes anyagból készük
termék; 18. TCO'95 számítógépek környezetbarát jellegét tanúsító svéd címke (monitor
alacsony sugárzása, enerigatakarékos üzemelés stb.); 19. Panda mad, a WWF (World
Wildlife Found) emblémája, amelyet azok a cégek alkalmazhatják, amelyek megállapodást
kötöttek a WWF-el, azaz forgalmuk meghatározott százalékát a WWF-nek juttatják.

169
1. MMEI biztonsági tanúsítás jele (villamosipari t e r m é k e k biztonságát
tanúsítja); 2. ISO 9001 szerinti tanúsítás jele; 3. HACCP alkalmazásának
tanúsítása; 4. Energiatakarékos t e r m é k e t jelző címke; 5. KERMI Szolgáltató
Kft. jó m i n ő s é g e t tanúsító jele; 6. A csomagoláson f e l t ü n t e t e t t t ö l t ő a n y a g -
mennyiség ( t ö m e g / t é r f o g a t ) valódiságát igazoló jel; 7. N e w A p p r o a c h
direktíva hatáskörébe tartozó t e r m é k e k e n alkalmazott kötelező tanúsítás jelzi,
h o g y a t e r m é k m e g f e l e l az EU Harmonizált Szabványoknak; 8. EU direktívának
való m e g f e l e l ő s é g r e utaló jel; 9. Az egészséges táplálkozást biztosító
t e r m é k e k e n elhelyezett tájékoztató e m b l é m a ; 10. Az anyag (maga az áru vagy
a csomagolóanyag) élelmiszerrel érintkezhet; 11. A jel tanúsítja, h o g y a
c s o m a g k ü l d ő tagja a Magyar Á r u k ü l d ő k Szövetségének; 12. Garantáltan
egészséges magyar gyümölcs (alma); 13. Garantáltan f o g v é d ő t e r m é k ; 14. Az
élelmiszer csomagolással e g y ü t t süthető a mikrohullámú sütőben; 15. Az
élelmiszer ionizáló energiával tartósított; 16. A csomagolásban tájékoztató
füzet, kártya található; 17. Gyengénlátók, vakok számára a csomagoláson
elhelyezett, veszélyre utaló jel; 18. Boots UVA csillag (általában k o z m e t i k u m o -
kon alkalmazzák, a csillagszám arányában véd a káros napsugaraktól); 19. A
Brit Egészségügyi Oktatási Hatóság Napbiztonsági Kódja (a t e r m é k
biztonsággal v é d a káros napsugaraktól - legalább 3 Boots UVA csillag esetén
alkalmazható); 20. M e g f e l e l ő spray (aerosolokon alkalmazott jel, igazolja, h o g y
^a t e r m é k nem tartalmaz CFC-t); 21. Láng szimbólum (gyúlékony aerosolokon
kötelezően f e l t ü n t e t e t t jel); 22. „ A z oldószerek helytelen használata azonnal
ö l h e t " Nagy-Britanniában az oldószerek helytelen használatától óvó jel;
23. Veszélyes aerosol (Ausztráliában alkalmazott jel, m i n d e n aerosolon
kötelezően feltüntetik); 24. Mérgező anyag; 25. N a g y o n mérgező anyag;
26. Radioaktív anyag; 27. Ártalmas anyag; 28. Irritatív anyag; 29. Robbanásve-
szély*; 30. Égést tápláló, oxidáló anyag*; 31. Könnyen gyulladó anyag*;
32. Rendkívül gyúlékony anyag*; 33. Maró hatású anyag (korrodáló);

43. Környezeti veszélyre utaló jel; 35. Felsőrész jele; 36. Bélés és
f e d ő t a l p b é l é s jele; 37. Járólap helye; 38. Természetes bőr; 39. Bevont bőr;
40. Textil; 41. Egyéb anyag; 42. A l u m í n i u m ; 43. Polietilén jele Olaszországban;
44. Polietilén-tereftalát jele az USA-ban**; 45. PET polietilén-tereftalát;
46. N a g y sűrűségű polietilén; 47. PVC polivinil-klorid; 48. Kis sűrűségű
polietilén; 49. Polipropilén; 50. Polisztirol; 51. M i n d e n e g y é b m ű a n y a g ;
52. Életkorcsoportra f i g y e l m e z t e t ő jel.
* Valamennyi szimbólum sárga alapon fekete rajz. A betűjelek a veszélyt fejezik ki, az E, O, F, T,
C, X, N betűk a veszélyek.
** Az ábrán írott számok a műanyag - a nemzetközi szakirodalomban egységesen alkalmazott -
jelét mutatják: 01-PET; 02-HDPE (nagy sűrűségű polietilén); 03-PVC; 04-LDPE (kis sűrűségű
polietilén); 05-PP (polipropilén); 06-PS (polisztirol); 0 7 - e g y é b műanyag (a „ 0 " gyakran elmarad a
szánri elöl).
Az önmagába visszatérő nyílba írott szám az újrafelhasználás mértékét jelöli százalékban kifejezve,
más esetben arra utal, hogy elkészítésében hány százalékban van jelen újrafeldolgozott anyag.

171
 31. ábra. Környezetbarát terméket jelző címkék
1. A Föld élővilágát nem károsító termék/csomagolás; 2. EU országok ÖKOcímkéje;
3. „Magyar cédrus" Magyarország környezetbarát termék/csomagolás jele; 4. „Északi hattyú"
Norvégia, Dánia, Svédország, Finnország Izland környezetvédő termék jele; 5. „Kék angyal"
Németország 1974-től alkalmazott környezetbarát termék jele; 6. japán ÖKOjel;
7-7/a. „Többutas" - újra tölthető csomagolás; 8/a-8/b. Csomagolóeszköz nem okoz
környezetkárosodást, hulladékba dobható; 9. Zöld ecset - környezetkímélő festék hazai
jele; 10. Ózonréteget nem károsító hajtógázzat készült aerosolos termékeken feltüntetett
nemzetközi jel; 11. Környezetkárosító, hulladékba nem dobható; 12. Földet védő
természetbarát termék/csomagolás; 13. „Zöld fóka" USA - környezetbarát jel; 14. Zöld
pont; 15. USA - tudományos minősítés alapján feltüntetett környezetbarát jel;
16. „Környezeti választás" Kanada környezetbarát jele; 17. Természetes anyagból készük
termék; 18. TCO'95 számítógépek környezetbarát jellegét tanúsító svéd címke (monitor
alacsony sugárzása, enerigatakarékos üzemelés stb.); 19. Panda maci, a WWF (World
Wildlife Found) emblémája, amelyet azok a cégek alkalmazhatják, amelyek megállapodást
kötöttek a WWF~el, azaz forgalmuk meghatározott százalékát a WWF-nek juttatják.

172
VASALÁS MOSÁS

VEGYTISZTÍTÁS Az erre vonatkozó jelképek értelmezését csak a teljesség kedvéért adjuk meg,
mert ezek elsősorban a tisztító szakemberek számára jelentenek információt.

Tájékoztató címkék

173
 Chapter 10
INSURANCE

1 TYPES OF INSURANCE
The written contract between the insurance company (insurer) and the insured
is called the policy.
A policyholder is someone who has an insurance policy.
Depending on their nature, risks may be classified as insurable risks and
uninsurable risks. Insurance companies provide cover against insurable risks
but not against uninsurable risks. Insurable risks, such as fire, theft or
accident, happen regularly, so insurance companies can calculate on the basis
of past statistics what the probability of their occurrence is during the period of
insurance. Uninsurable risks, on the other hand, cannot be clearly described
or calculated, and are not often met. Such risks are, for example, rust and
corrosion, inadequate packing, or that a new enterprise will be unsuccessful.

The insured person is entitled to compensation if he or she has fulfilled thq

principles of insurance.

The three main principles of insurance are:

1 Utmost (or complete) good faith. All the facts concerning quantity and
value must be truthfully stated.
2 Indemnity. Insurance company valuers, surveyors and assessors try to place
the insured person or institution in the same financial position after the loss
as before it.
3 Insurable interest. The insured must have a legal connection with the goods
insured. That is, the insured must be the person who loses if the goods are
damaged or destroyed.

Main types of insurance

Fire insurance
• insurance of home and business premises
• "special perils" policies.

174
Accident insurance
• insurance of liability, which covers employers' liabilities for industrial
accidents;
• property insurance
• personal accident insurance
• insurance of interest protects firms against making costly mistakes.

Marine insurance
• motor insurance
• aviation insurance
• liability insurance.

Insurance procedure

A proposal form is completed by the firm or person who wants insurance cover.
This tells the insurance company
• what is to be insured
• how much the policy is worth
• how long it is to run
• under what conditions insurance is to be effected.
Underwriters, who will pay compensation in the case of a claim, then work out
the premium, i.e. the price of insurance.
If the insurers are satisfied, they will issue a cover note. This is not the policy
itself, but an agreement that the goods are covered until the policy is ready.
Once the policy is sent it will tell the client that they are indemnified against
loss, damage or injury under the conditions of the policy. Indemnification
means that the insurance company will compensate the client to restore them
to their original position before the loss or damage.

Useful phrases for inquiries

• Would you please send us quotations for the following insurance
• Please inform us on what terms you can provide the following insurance
cover:
• Please quote your lowest A/R (=all risk) rates for shipments of
• Please cover for us the goods detailed below
• Please insure for us the following:
• We wish to renew the above policy for the same amount and on the same
terms as before, to cover
• The consignment is to be covered under 'open cover' terms.
• We leave the insurance arrangements to you, but we wish to have the goods
covered against all risks. The premium is to be charged to the consignees,

175
 together with all forwarding expenses, and will be paid by them on
presentation of the documents by your agents in

A SAMPLE INSURANCE REQUEST

Dear Sir/Madam,

Insurance of textile machinery parts

We will be sending a consignment of 34 (thirty-four) cases of textile

machinery parts on behalf of our clients, TEXMACH MANUFACTURING
CO. LTD., 51 Lowland Street, London EC1 2RH, to Machinex Ltd., 23
South Street, Sydney AB34, Australia. The consignment is to be loaded
on the SS Mercury sailing from London on 10th April, and is due to arrive
in Sydney on 22nd May.

We leave the insurance arrangements to you, but we wish to have the

goods covered against all risks from port to port. Please quote your
lowest rates.

We would appreciate a prompt reply. Thank you.

Yours faithfully,

2 MARINE INSURANCE

Marine insurance is particularly important to exporters and importers. It covers

loss or damage to goods during sea transport, and is the oldest form of
insurance protection.

This type of insurance deals with a variety of policies that give cover to owners
of ships, their cargoes, and of other marine property against damage or loss
caused by maritime perils. (Perils are accidents that may happen at sea, in
harbour or on inland waterways.)
Perils can be classified as total and partial loss, major perils (e.g. fire,
collision, stranding, sinking) and minor perils (e.g. seawater damage), losses
voluntarily incurred (e.g. jettison) and those involuntarily incurred.

176
The word average in this context means damage. To be more precise, it means
the sharing, among owners or insurers of the cost of loss or damage at sea.
General average is the sharing of a partial loss resulting from a voluntary
sacrifice made to prevent a total loss. For example, the master of a ship may
throw part of the cargo into the sea, in order to save the ship and the rest of the
cargo for the common good. In such a case we would talk about general
average loss. Particular average is also partial loss, but arises from an
accidental event.

The main types of marine insurance are hull, freight, shipowner's liability and
cargo insurance.

Hull insurance covers the ship itself and its fixtures. It can be taken out either
for a particular voyage or for a fixed period of time.

Freight insurance protects the insured against the loss of freight (payment for
carrying cargo). It is usually paid in advance, although the company is not
strictly entitled to it until the cargo is dispatched. If the cargo is not delivered,
the company may expect a claim for repayment of the freight. To avoid such a
situation, normally an insurance policy is taken out against this possibility.

Shipowner's liability insurance covers the shipping company against risks

caused by its own or the crew's acts: collisions, personal injuries, water
pollution, etc.

The insurance of cargo is absolutely vital in the import and export trade. The
main point is that the existence of an insurance policy in conjunction with a bill
of lading means that whoever purchases the goods by purchasing the bill of
lading also subrogates (inherits the rights to) the insurance claim that may arise
if the goods are lost at sea. The purchase may therefore be made with
confidence, since it is completely secure.

Cargo policies refer to the movement of goods exported from or imported to a

country. At some point the insurable interest will pass from the seller to the
buyer, according to the contract of sale. In the case of a CIF contract, for
example, the seller will pay all charges up to the port of destination.

The main types of cargo insurance are as follows:

• F.P.A. (Free of Particular Average): This means that the insurance

company will not indemnify for any partial loss or damage due to minor

177
 perils. The cargo is only covered against total loss and partial loss due to
major perils, such as sinking, collision or fire.
• W.P.A. (With Particular Average): This means that the insured is covered
against total and partial loss due to minor or major perils.
• A.A.R. (Against All Risks): This type of insurance gives the fullest
possible cover, but only against those risks actually stated in the policy.

Many marine policies also give cover against war risks, and strikes, riots and
civil commotion, upon attaching these special clauses in the policy.
Experienced exporters know what sort of cover they need for different cargoes:
FPA for sturdy goods which cannot be much damaged by minor perils, WPA
for delicate goods such as fabrics, carpets etc.

Policies fall under five main headings

1 Time policy: this insures goods or the vessel for twelve months, e.g. 1st
May 2004 to 30th April 2005.
2 Voyage policy: this covers the cargo on a voyage from say, London to New
York.
3 Mixed policy: this covers a voyage from A to B, and then for a further
period of time.
4 Floating policy: this gives cover for a particular amount (say £500,000), so
that it will not be necessary to continually write a new policy for each cargo
that the ship carries. As the cover nears its end, the insurance company
advises their client, and a premium is paid to renew the policy.
5 Open cover agreements: these are made between the underwriter and
shipper, with the latter informing the underwriter whenever the shipment is
made, and receiving the policy or certificate after shipment.

3 CLAIMS

Claiming
Companies and individuals make claims for loss, damage or accident by filling
in a claims form, which tells the insurance company what has happened.
If the insurers accept the claim, often after an investigation, they will then pay
compensation.

The insurer may of course offer less compensation than the claimant is asking
for.

178
If the claimant disagrees with the offer, he or she can call in an independent
assessor, and then if necessary, take the case to court.

USEFUL SENTENCES
• A consignment of clothes covered under Policy No... was stolen in transit.
Please send us the appropriate claims form to complete.
• Our consignment of arrived damaged by sea water. We estimate the
damage caused at USD, and enclose copies of the report of the survey
made at the time.
• We claim damages on our general policy No...
• In accordance with the terms of our policy No... we inform you of an
accident, details of which are as follows:
• We regret to report that our lorry, registration number was involved
in a serious accident
• During discharge from the vessel it was noticed that 83 cases had been
severely damaged by sea water.
• We enclose the surveyor's report declaring that
• The average has been estimated at GBP
• We estimate that about GBP worth of was badly damaged.
I* In accordance with the terms of our policy, we are giving you immediate
notice of this damage.
• We enclose copies of the report of the survey and of a declaration by the
ship's agents to the effect that the damage was noticed when the case was
unloaded.

A SAMPLE CLAIM LETTER

Dear Sir/Maaam,
Claim on policy No...

When the SS Mercury arrived at Sydney on 22nd May it was noticed that
case No. 18 had been badly damaged. We enclose the surveyor's report,
stating that the damage was noticed when the case was unloaded.

The average has been estimated at 1,500 GBP. We therefore wish to

lodge a claim under the terms of our policy, and would be grateful if you
could send us the necessary claim form.

Yours faithfully,

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EXERCISE 1
Match the following words and phrases with their definitions below.

1 a sum of money demanded under an insurance agreement for loss or

damage
2 pay back somebody's expenses
3 a document issued in place of a policy
4 equivalent to the term insurance, and often used instead of it in life and
marine cover
5 not valid or legally binding
6 regular payment made to an insurer by the insured
7 as a noun means protection against financial loss by means of insurance; as
a verb means to take out such protection under a policy of insurance
8 the written contract between the insurers and the insured
9 a group of Lloyd's underwriters who jointly undertake insurance risks
10 the charge made by a shipping company for carrying a cargo
1 1 a marine policy covering all the shipments made by an exporter up to a
maximum figure
12 the form on which you apply for insurance cover *
13 security against financial loss
14 partial loss of cargo due to marine perils

EXERCISE 2
Put the sentences in the right order so as to make up a letter from the
consignees to the consignors.

a) Twenty of them had been irretrievably damaged.

b) These are required as a matter of urgency as we have to complete deliveries
to our customers.
c) The agent has already made arrangements to sell the latter at the best
possible price on your behalf.
d) As a result the agents asked a local insurance surveyor to open the cases and
examine the contents.
e) As you hold the policy we should be obliged if you would dispatch
replacements for the damaged goods.

180
f) When the MV Blue Rose arrived at Alexandria on 5th July 2003, the ship's
agent informed us that cases 3 and 4 of your consignment to us were
damaged.
g) Please charge them to our account.
h) We enclose copies of the surveyor's report and the shipping agent's
statement.
i) Each case was invoiced as containing 20 (twenty) radios.
j) In addition, a further 15 (fifteen) of them had been scratched and chipped.
k) We hope no difficulty will arise in connection with the insurance claim and
we thank you in advance for your trouble on our behalf.

KEY WORDS
accident insurance balesetbiztosítás
assessor (kár)becsüs
assurance (élet)biztosítás
average hajókár
general közös hajókár
particular részleges hajókár
aviation insurance légi balesetbiztosítás
ayoid elkerül
badly damaged súlyosan károsodott
be entitled to jogosult vmire
claim kárigény bejelentése
claims form kárbejelentő nyomtatvány
classify osztályoz, besorol
clause záradék
compensate kártalanít, kárpótol
compensation kártérítés
confidence bizalom
corrosion korrózió
effect hatás; okoz, végrehajt; életbe lép,
biztosítást köt
enterprise vállalkozás
estimate felbecsül, értékel
fabric szövet
faith bizalom, hűség, becsület
fire insurance tűzbiztosítás
fixture tartozék, alkatrész
floating policy lebegő biztosítás
for the common good a közjó érdekében/javára
free of particular average egyszerű/részleges hajókár

181
freight insurance fuvardíj-biztosítás
hull insurance hajótörzs-biztosítás
incur magára von, kiteszi magát vminek
indemnify kártalanít, kárpótol
indemnity jótállás, biztosíték
inherit örököl
insurable biztosítható
insurable interest biztosítható/biztosításképes érdek
insurance cover biztosítási fedezet
insurance of cargo rakománybiztosítás
insurance of liability felelősségbiztosítás
insured biztosított
insurer biztosító
investigation vizsgálat, revízió
involuntarily nem szándékosan
lodge a claim kárigényt benyújt
major peril súlyos kockázat
marine insurance tengeri biztosítás
maritime tengeri
minor peril csekélyebb kockázat
mixed policy vegyes kötvény
motor insurance járműbiztosítás
occurrence előfordulás
open cover lebegő biztosítás
paid in advance előre fizetve
partial loss részleges kár
personal accident insurance személyes balesetbiztosítás
policy kötvény
policyholder biztosított, biztosítási kötvény tulajdonosa
premium biztosítási díj
prevent megelőz
property insurance vagyonbiztosítás
proposal indítvány, javaslat
registration number rendszám
reimburse megtérít, visszafizet
repayment megtérít, visszafizet
restore visszaad, helyreállít
sacrifice áldozat
secure biztosít, megóv
shipowner's liability insurance hajótulajdonos felelősségbiztosítása
stranding zátonyra futás
sturdy erős, határozott, szilárd, tartós

182
subrogate jog átruházása (biztosítottról a biztosítóra)
surveyor felügyelő, ellenőr, szakértő
take out (a policy) biztosítást köt
time policy időtartam kötvény
total loss totálkár
truthful igaz
uninsurable nem biztosítható
utmost good faith a lehető legjobb indulat
valuer értékbecslő, vagyonértékelő
vital alapvető
void érvénytelen, semmis, mentes vmitől
voluntarily szándékosan
voyage policy útvonalkötvény
with particular average egy szerű/részleges hajókár
worth of értékű

YOUR NEW WORDS

183
185
 Chapter 11
PAYMENT

1 METHODS OF PAYMENT
Payments usually take place in advance, on delivery and after delivery (on
credit terms).

The most common methods of payment in foreign trade:

• Payment in advance
• Cheque
• International giro
• International money orders
• Bank transfer
• International bankers draft
• Bill of exchange
• Documentary credit (L/C)
• Collection arrangements (documents against payment, documents againsf
acceptance)

Payment in advance

Clearly the best possible method of payment for the exporter is payment in
advance. Cash with order (CWO) avoids any risk on small orders with new
buyers, and may even be asked for before production begins. However, this
form of payment is extremely rare in exporting.

The cheque (AmE - Check)

A cheque is a written order to a bank to pay a certain sum to a person or

company named on that cheque, from the account of the person or company
that signed the cheque.

186
UK cheques are valid up to six months, in other countries cheques must be
presented for payment:
• within eight days if payment will be effected in the same country where the
cheque was drawn
• within twenty days on the same continent

• within seventy days if payment takes place on another continent.

Parties to a cheque:
• the drawer (account holder), who draws the cheque. Each cheque is printed
with the name and account number of the holder.
• the payee, the person who the cheque is payable to.
• the drawee, the bank which pays.

Bills of exchange (Drafts)

A bill of exchange is an unconditional order in writing, addressed by one

person to another, signed by the person giving it, requiring the person to whom
it is addressed to pay on demand or at a fixed or determinable future time, a
certain sum in money to or to the order of a specified person or to a bearer.
A draft cannot be considered to be a bill of exchange unless it satisfies the
requirements of the law.

Essential requirements of a bill of exchange

It must
• call itself a bill of exchange
• , state in letters the amount to be paid
• indicate the name or trade name of the beneficiary (payee)
• indicate the time of maturity or due date
(at sight, at a certain time after sight, at a fixed date, at a certain time after
date)
• bear the drawer's signature (the person who issues it)
• show the drawee's (to whom the B of E is addressed) name and residence
• give place and time of issue
• give the place of payment.

It is usual in foreign trade to draw bills of exchange in sets of several (usually

three) copies.
The different copies are transmitted via different routes, by different means of
conveyance or at different times.

187
The drawee is liable under a bill of exchange only when they have accepted it
by writing their name across the face of the instrument. They thereby become
the acceptor, and an accepted draft is also called an acceptance.

A sight draft or sight bill is paid on presentation. In a document against

payment (D/P) transaction, the sight draft is presented to the importer with the
shipping documents, and the importer pays immediately, i.e. 'on presentation'
or 'at sight'.

A bill paid 'after date' or 'after sight' can be paid on or within the number of
days specified on the bill. Therefore, 'thirty days after sight' means that the bill
can be paid thirty days after it has been presented.

The abbreviations B/E for bill of exchange and d/s for days after sight are often
used.

By using a bill of exchange sent with other shipping documents through the
banking system, an exporter can ensure greater control of the goods. This is
because until the bill is paid or accepted by the overseas buyer, the bank will
not normally release the shipping documents, so the buyer is unable to take
delivery of the goods.
An exporter can pass a bill of exchange to a bank in the UK. The UK bank
forwards the bill to its overseas branch or to a correspondent bank in the
overseas buyer's country. This bank, known as the collecting bank, presents the
bill to the drawee, for immediate payment if it is a sight draft, or for acceptance
if it is a term draft. This procedure is known as a clean bill collection because
no shipping documents required.
Clean bill collections have become more popular, particularly in some
European countries where the method is also used in internal trade.
However, it is more likely that bills are used in a documentary collection
method of payment. In this case, an exporter sends the bill to the buyer through
the banking system with the shipping documents, including the document of
title to the goods, i.e. an original bill of lading. The bank then releases the
documents on payment or acceptance of the bill by the overseas buyer.

An exporter can even use the banking system for a cash against documents
(CAD) collection. In this case only the shipping documents are sent, and the
exporter instructs the bank to release them only after payment by the overseas
buyer. This method is used in some European countries whose buyers often
prefer CAD to a sight draft if the exporter insists on a documentary collection
for settlement of the export contract.
Collection Arrangements

Collections against documents.

The seller hands in the documents covering the item of goods to his or her bank
for collection of the amount of the invoice. These documents are entrusted to
the bank, either to be released to the buyer against
• payment in cash (D/C documents against cash) or
• against acceptance of seller's draft (D/A = documents against acceptance)

Documents must not be released in the first case before payment in cash of the
amount has been made, and in the second case before the seller's draft has been
accepted.

Documentary credits

A common - and safe - method of arranging payment is by documentary letter

of credit - an undertaking by an issuing bank (the importer's bank) to an
exporter, through an advising bank in the exporter's country, that the issuing
í)ank will pay for the goods provided the exporter (the beneficiary) complies
precisely with all the conditions of the credit.
Payments may be in the supplier's own currency, or another currency,
depending upon the contract of sale.
The importer provides the exporter with payment in return for an assurance
from an issuing bank that the terms and conditions specified by the importer
have been completed to the bank's satisfaction. The exporter must deliver to
the advising/confirming bank whatever documents are required by the
documentary letter of credit e.g. bill of lading, invoice, insurance certificate,
etc.
The importer will receive from the issuing bank documents which comply with
the credit terms. The advising/confirming bank will ensure that these
documents are correct before passing them to the issuing bank, which will
check them before releasing them to the importer.

Main Types of Credit

REVOCABLE
This is seldom used because the credit terms can be amended or cancelled by
the issuing bank at any time.

189
IRREVOCABLE
This is the most commonly-used type of credit. It cannot be amended or
revoked without the agreement of all parties to it, and it gives the beneficiary
the assurance they need that provided they meets its terms, they will be paid
for their goods or services.

CONFIRMED
A confirmed irrevocable documentary credit is one to which the advising bank
adds its confirmation and undertakes that the exporter will be paid if he or she
meets the terms of the credit. An advising bank need not always add its
confirmation, especially where there has been no such request by the issuing
bank. But if you are an exporter, and your importer's territory and its banks are
unfamiliar to you, asking your buyer to advise through a confirming bank
provides you with maximum security.

UNCONFIRMED
If the irrevocable documentary credit is unconfirmed, the advising bank does
not add its undertaking to pay under the credit. It only informs the exporter of
the terms and conditions of the credit.

TRANSFERABLE
The exporter can ask the advising/confirming bank to transfer the credit to
another party, e.g. their supplier. If they are acting as an agent in an export
order, they may need to transfer all or part of their rights and obligations under
the credit to the actual supplier of the goods. A transferable credit must be
expressly designated as transferable by the issuing bank.

REVOLVING
This is a documentary credit which is automatically reinstated to the full
amount after each drawing.

ACCEPTANCE CREDIT
Payment of the full amount is due at maturity. The contract specifies payment
at a future date (with a term bill of exchange). After presentation of the
documents, the issuing/confirming bank accepts the bill, provided the
documents are correct. The bill can be discounted in order to obtain the credit
amount immediately.

Typical conditions of a letter of credit

• the name and location of the importer
• the name of the payee, usually the seller

190
• the name of the paying bank
• the type of the L/C (revocable, irrevocable, transferable, divisible, etc.)
• maturity
• time of delivery, very often the date of shipping
• quality
• quantity
• price
• the amount of the L/C
• the currency
• the documents to be presented
• partial shipment - if parties accept

Documentation usually required

• commercial invoice
• consular invoice
• certificate of origin
• health certificate (veterinary, phytosanitary certificate)
• quality certificate
• weight certificate
• shipping documents
policy of insurance
• others

2 USEFUL LANGUAGE: Asking for payment

First request

This is usually a polite inquiry. The tone of the letter or fax is neutral. You are
simply reminding your customer that the account is overdue.
• We note that your account, which was due for payment on 1 st July, is still
outstanding.
• Could you please let us know why the balance has not been paid.
• We hope to receive your cheque by return.

Second request

This is a stronger letter or fax and its tone is firmer. However the tone should
still be polite. The letter should:
• refer to the previous request and include copies of the relevant invoices
• ask for an explanation as to why the account has not been paid

191
• ask for payment to be sent.

• Could you please let us know why your account has not been settled?
• We hope to receive a cheque for the overdue amount within the next few
days.
• We must ask you to clear your account within fourteen days.

Third request

If payment still has not been made and no explanation given, a third letter or
fax must be sent. This should:
• summarise the situation and refer to previous letters or faxes
• allow the customer a final opportunity to pay
• inform the customer of the consequences of not paying, for example the
possibility of legal action.

• We note that you have not replied to our two previous requests for payment.
• We must ask for payment within seven days.
• If we do not receive payment by this time, we will have no alternative but
to take legal action.

EXERCISE 1
This fax was sent to chase payment of an unpaid invoice. Complete the fax
using the words in the box.

192
Williams Evans
194 Sharp Street WestDidsbury Manchester M20 6TW
Tel: 0161 434 2748 Fax: 0161 434 6386

FAX
If you do not receive all of the pages please telephone us immediately

To Tina Davis, Chief Accountant, Warners Ltd

From Teresa Lopez, Accounts Department
Date 10th March 2006

Account No PD 2050 Number of pages, including this one: 1

Dear Ms Davis,

Our invoice 5280 dated 2nd February 2006

With reference to our invoice no. 5280 of 2nd February, we still have not
received your payment.
Would you please let us have your as soon as
possible, or an explanation of why the invoice is still We
were expecting of your account by 28th
February at the very

We look forward to hearing from you soon.

Yours sincerely,

\ •
Teresa Lopez

193
EXERCISE 2
Here is the second request for payment. Choose the correct words.

To Tina Davis, Chief Accountant, Warners Ltd

From Teresa Lopez, Accounts Department
Date 25th March
Account No PD 2050 Number of pages, including this one: 3

Dear Ms Davis,
Our invoice 5280 dated 2nd February 2006

We wrote to you on 10th March concerning our February (bill/statement).

Your account is still £3,500 (owing/overdue). I enclose a copy of the
statement and our fax.

We have not received either a reply or any (payment/sum). Wc arc sure

you (think/understand) that late payments create problems for us. Wc
would (appreciate it/be happy) if you would let us know why your account
has not been (cleared/sorted)

We must ask you to (handle/settle) the account (by/within) the next two
weeks or give us reasons for not doing so. We hope you will give this
(business/matter) your (immediate/special) attention. \

Yours sinccrcly,

Teresa Lopez

194
EXERCISE 3
Here is the third request for payment. The paragraphs are not in the correct
order. Write the correct sequence of paragraphs.

To Tina Davis, Chief Accountant, Warners Ltd

From Teresa Lopez, Accounts Department
Date 9th April

Account No PD 2050 Number of pages, including this one: 4

Dear Ms Davis,
(1) You have not replied to our faxes nor have you offered any
explanation for not clearing your account.

(2) We wrote to you on 10th March and 25th March concerning the above
account, which has an outstanding balance of £3,500. I enclose copies of
the faxes and a statement of your account.

(3) Please forward your payment within the next seven days. If we do not
receive payment from you, we shall have no alternative but to take legal
action to recover the amount.

Yours sincerely,

Teresa Lopez

The correct order is:

KEY WORDS
acceptance credit akcepthitel, elfogadványi hitel, váltóhitel
acceptance átvétel, elfogadás
acceptor elfogadó
account számla
after date/sight lát után (váltó)
amend módosít, helyesbít, jobbít
balance mérleg, egyensúly
bank transfer banki átutalás

195
bearer tulajdonos, birtokos, bemutató
beneficiary kedvezményezett, haszonélvező
bill of exchange váltó
cancel töröl, érvénytelenít
cash against documents okmányos inkasszó, készpénzben okmányok
ellenében
cash with order fizetés megrendeléskor
clean bill collection feltétel nélküli beszedésre benyújtott váltó
collecting bank inkasszóbank
comply with teljesít, eleget tesz, alkalmazkodik
confirmed igazolt, megerősített
conveyance (tulaj don) átruházás
designate kijelöl, kiválaszt
discount engedmény, rabatt, leszámítolás
divisible osztható
documents against acceptance áruokmányok váltó elfogadása ellenében
document against payment okmányos inkasszó, készpénzben okmányok
ellenében
documentary credit okmányos meghitelezés, áruakkreditív
draft fizetési utalvány, váltóintézvény
draw kivesz, felvesz (pénzt); kiállít, intézvényez
drawee (csekk/bankváltó) utalványozott(ja)
(váltó) intézvényezett(je)
drawer utalványozó, intézvényező
due date lejárat/esedékesség napja
entrust megbíz, rábíz
face az eleje, fej/szín (oldal)
giro zsiró
in advance előre
instrument eszköz, okirat
irrevocable visszavonhatatlan
legal action bírósági eljárás, jogi lépés
liable felelős
maturity lejárat, esedékesség
money order pénzesutalvány, postai utalvány
obligation kötelezettség
on delivery szállításkor
outstanding kinnlevőség, követelés
overdue rég esedékes, lejárt, elmaradt
payee (váltó) rendelvényes(e), (csekk)
utalványos(a)/bemutató(ja)
reinstate visszahelyez

196
requirements of the law törvényi előírások
residence lakóhely
revocable visszavonható, visszahívható
revoke visszavon, hatálytalanít
revolving automatikusan megújítható
sequence folytatás, sorrend
settle elintéz, elrendez
sight draft/bill megtekintésre szóló váltó
statement nyilatkozat, kimutatás, jegyzék, kivonat
transferable átruházható
transmit küld, továbbít
unconfirmed nem igazolt
unfamiliar ismeretlen
valid érvényes
written order írott fizetési utasítás

YOUR NEW WORDS

197
200
 Chapter 12
COMPLAINTS A N D ADJUSTMENTS

1 COMPLAINTS
Even though the parties have the best intentions when concluding a contract,
differences may arise.
The good faith of the parties concerned may be beyond dispute, yet there may
be:
• an unforeseen event, |
• an ambiguity in the wording of the contract,
• neglect on the part of a third person,
• damage caused by an Act of God,
• an inconsistency between the contract and the law prevailing in a certain
country.
All these factors may give rise to a number of disputes.

Complaints may be about the quantity of goods received, either not enough or
too many; or perhaps the wrong goods may be sent. '
Often there are complaints about inferior packing, which can cause damage to
goods. Sometimes a complaint is about inferior quality. Buyers in this case
often complain that the goods are not up to standard. There may be a
discrepancy between the description of the goods in the brochure and the goods
which have actually arrived.

A complaint may be about a delay in shipment, although companies often have

a penalty clause in their contract to protect them against loss from delay.
Complaints about damage are usually the business of insurance companies, but
if the damage is caused by the negligence of the packers, then insurance
companies will not accept responsibility.

When there is a complaint that the wrong goods have been sent, or too many,
or too few, then it is always necessary to check the packing list for the cases,
as well as the invoice. Then the agent must investigate what happened. But the
buyer cannot wait for the agent's report - he or she will usually insist on
replacements as soon as possible.

202
Inferior or inadequate packing may cause damage to goods in transit. The
buyers may accept damaged goods if the supplier offers a discount, but if the
goods are badly damaged they may be unsaleable, and in this case the buyer
will demand replacements.

If the delay is very long the buyer may cancel the order, and there may be great
loss to both supplier and buyer.

Errors cannot be avoided completely in business transactions. They are

generally caused either by the seller or the buyer, but sometimes unforeseeable
circumstances, like wars, strikes, floods, etc. can lead to non-fulfilment of the
contract.

The most frequent reasons for lodging a letter of complaint are the following:

1 The wrong goods have been delivered

• in this case the buyer may refuse to accept the goods, or accept them only
if a reduction in price is granted.
2 The quality of the goods does not meet requirements
• if the defect in quality is obvious, the buyer must send a complaint
immediately within the period stipulated in the contract.
3 The goods have not been sent in the quantity requested
• if more goods have been delivered the buyer may immediately refuse the
excess quantity
• if there is a shortage in weight or quantity the buyer may refuse to accept
the whole consignment, or accept it as a partial delivery.
4 The packing is faulty, or not suitable for the goods
• this can lead to serious damage during transportation.
5 a delay in delivery has occurred:
• if the seller does not deliver the goods in time - in spite of the fact that
the buyer has already urged it or the delivery time has been extended -
the buyer may claim compensation for the loss caused by delay, or cancel
the order.

Possible reactions of the buyer:

The buyer may press for urgent delivery, arguing that any further delay will
cause considerable loss of profit and other inconvenience.
The buyer may state that unless the goods are received within a given time
limit, they shall be compelled to cancel the order.

203
If the goods are not delivered by the specified time the buyer may obtain
suppliers elsewhere and claim from the seller any loss suffered as a result.
The buyer may insist that his/her account be credited with the value of the
damaged (or missing) items.
The buyer will expect the seller to make good the losses suffered, and may
either:
• await the seller's suggestions for compensation
• insist on an immediate replacement for the item in question
• reject the whole consignment and cancel the deal.

The buyer also may be at fault if he/she either

• refuses to accept the goods without sufficient grounds

• causes difficulties by omitting to give transport instructions in time.
In such cases the seller may store the goods at the buyer's expense, being free
to dispose of them after a certain period of time, and claim damages if the
goods have thus to be sold at a lower price.
In addition, the buyer may refuse to pay, despite having already accepted the
goods.
In such a case it is necessary to press for payment by reminders.

2 LETTERS OF COMPLAINTS

A letter of complaint must be polite and tactful. You should explain your
complaint briefly but clearly and precisely, mentioning all the essential facts
and giving all data for the identification of the consignment. You can either ask
the seller to settle the matter or suggest what should be done.

GENERAL PHRASES USED IN COMPLAINTS

• I am writing to complain about...
• We would like to inform you that...
• I regret very much that it is necessary to complain about your last
consignment.
• On examining the goods received against our order No ... we found that ...
• We will return the consignment as soon as we hear from you.
• The best solution would be for us to return the incorrectly delivered articles
to you.
• If you could deduct ... GBP from our next order, we feel that this would
settle the matter.

204
• We are prepared to keep the goods at a substantially reduced price.
• Under the terms of guarantee, we would be most grateful if you would send
a replacement.
• We must insist on more careful execution of our orders in the future.
• We regret that unless we hear from you by return we will be obliged to
cancel the order.
• We will be compelled to hand the matter over to our solicitors.
• We trust you will not make it necessary to take legal action.

2.1 COMPLAINTS ABOUT INCORRECT GOODS

2.2 COMPLAINTS ABOUT QUALITY

USEFUL SENTENCES
• Your last delivery of ... is far below the usual standard.
• The goods we received are not up to the sample.
• On comparing the goods received with the sample, we were surprised to
find that the colour was not the same.
• The pattern is uneven and the colour varies.
• After carefully examining the ... received against our order No. ... we are
compelled to express our surprise at their poor quality.
• We must insist on adequate compensation for ...

205
• We must insist on replacements for the faulty items.
• As the goods are unsuitable for our trade requirements, we will store them
at your expense until your agent is able to collect them.

A SAMPLE LETTER OF COMPLAINT

Dear Mr Clifford,

We are very sorry to have to complain about your usually very fine
merchandise, but upon unpacking the shipment just received (Order No.
LH543), we found the frozen fish to be unsaleable, since the sell-by date
had long since passed.

We are returning the consignment to you so that you may verify the date
stamped on each of the boxes.

As it has never occurred before, we feel that there must be some

explanation, and await your reply with interest.

Yours sincerely,

1
2.3 COMPLAINTS ABOUT QUANTITY

USEFUL SENTENCES
• We were surprised to find that the complete order had not been delivered.
• We found that parts of ... were missing.
• We regret to inform you that you have not sent us all the items we ordered
The following are missing...
• On checking the goods received, we have found that several items on you
invoice have not been included. Please find enclosed a list of the missinj
articles.
• You have short-shipped this consignment by 150 kg.
• The missing items are indicated on the copy of the order which we enclose
for your information.

206
207
A SAMPLE LETTER

Dear Sir/Madam,
Order for telephone sets

We are writing to inform you that the telephone sets delivered by you in
special packing arrived in perfect condition.

However, we would like to ask you to pack the cables of the sets more
carefully in future: 10% of them had to be replaced with new ones, as the
inner fibres were broken, rendering the cables useless.

Yours faithfully,

Dear Sir/Madam,

We refer to our order for pudding powder, in our packing instructions we

asked you to use double packing, which you duly did.

However, the packing material used inside was of inferior quality: it got
torn, and when the packets were opened their contents spilled out.

In the future we must insist on certain packing conditions, namely that

polythene be used inside and some strong, thick material outside.

We hope you will have no difficulty in complying with our wishes.

Yours faithfully,

208
3

Dear Sir/Madam,

We are writing to inform you that we received your consignment of cold

meat transported in cold store containers and air-tight packing. In our
packing instructions we asked you to indicate clearly the date, the price
and the sell-by date.

We are sorry to say that on the 1 kg packets of sliced cold meat the sell-
by date is blurred and the air-tight packing is not perfect in every case,
probably owing to the use of inferior packing material.

We would like to have your comments on the matter.

Yours faithfully,

14

Dear Sir/Madam,

We are pleased to inform you that your cosmetic articles continue to be

in great demand here. However, their packing is imperfect.

The caps of the bottles of eau de cologne and perfume do not close
hermetically, so that the scent rapidly evaporates.

Your articles would enjoy better sales if the boxes were made of higher
quality material and their features were more clearly indicated on them.

Since Christmas is near, we would like you to send the consignment in

gift-wrapping.

Yours faithfully,

209
2.5 COMPLAINTS ABOUT DELAY

USEFUL SENTENCES
• It has now been three weeks since we placed our order for ..., and we are
still awaiting delivery.
• Delivery is now ... weeks overdue.
• You will remember that it was agreed the goods would be shipped in time
to arrive here by the end of the month.
• Any delay now will cause us loss of business.
• Every day of delay means loss and inconvenience for us.
• We must remind you that shipment within four weeks was agreed upon ...
• In the contract we pointed out the absolute necessity of a prompt shipment.
• This delay has put us in a most embarrassing situation, as ...
• Unless the goods are on their way now we shall have to cancel the order.

A SAMPLE LETTER

Dear Mr Peacock,

BX2234

We a r e writing to point out that the above delivery, which arrived

yesterday, was a week late.
We made it clear to you that prompt delivery on your part is essential if
we are to maintain satisfactory stock levels and fulfil our production
schedules.
This is the second time we have had to write to you on this subject, and
we cannot possibly allow this situation to continue. We a r e sorry to have
to tell you that unless we have an absolute assurance that you can
guarantee promptness of all future deliveries, we will have to look for
another supplier.

We hope to hear from you very soon.

Yours sincerely,

210
3 ADJUSTMENTS

Complaints must always be treated seriously. Although 'the customer is always

right', it is necessary to decide whether your complaint is justified or not. In
the case of well-founded complaints, claims must be preceded by a polite
explanation.

The response to a complaint should always be polite. If you write an

adjustment you should express regret for any inconvenience caused by your
mistake.
You should not dispute the complaint until you have the full facts. Explain, if
possible, the reasons for the delay, damage, incorrect consignment, bad
packing or inferior quality. If the customer is wrong it will be necessary to
write a tactful letter explaining why you think so.
If the error, damage, or delay is not your company's fault, then you should say
that it is due to circumstances beyond your control.
When you conclude the letter you should promise to carry out the customer's
instructions in the future. Offer the services of your representative, who can
visit the buyer and help to arrange replacements.
If the buyer asks you what you propose to do about delayed shipments, send a
prompt reply. If the order was short shipped, you should dispatch the goods
which were not sent as soon as you can. It is a good idea to arrange payment
franco domicile, which means that all costs are paid to the consignee's
warehouse. This will be accepted by the buyer as a sign of goodwill and may
prevent the customer from changing his supplier.
Altogether, adjusting complaints is a difficult task, demanding tact and
diplomacy.
This is the only way to keep a customer who might otherwise do business with
another firm in the future.

GENERAL SENTENCES FROM REPLIES TO COMPLAINTS

• We thank you for your letter of ... and are very sorry to learn that ...
• We are most disturbed to learn that you are not wholly satisfied with our
consignment.
• We are very sorry to receive your complaint that ...
• We have started an investigation to discover the cause of the problem.
• The mistake was due to a fault in ...
• It is unusual for this type of error to arise, but the problem has now been
dealt with.
• The material you complained about has now been withdrawn.

211
• To put the matter right, we are prepared to exchange the goods for those of
another quality.
• Would you please return the goods, carriage forward, and we will replace
them.
• We are afraid that we cannot accept the validity of your complaint.
• We refuse to accept responsibility for the loss suffered ...
• We greatly regret that we cannot meet you in this matter.
• Under the terms of the contract, we are not liable to pay damages in the
circumstances arising, but you will obviously wish to take your own legal
advice.
• We feel that your threat of cancellation is unjustified.
• We regret to hear your final remark, and sincerely hope you will not
consider it necessary to take such a step.
• Please accept our sincere apologies for ...
• We can assure you that all your future orders will receive our best attention.
• While we greatly regret the inconvenience caused, we feel sure you will
understand it was due to circumstances quite beyond our control.
• Please let us know exactly what adjustment would be satisfactory to you.
• We thank you for your co-operation, and promise that we will do our best
to complete future orders with the utmost care.

3.1 REPLIES TO QUALITY COMPLAINTS

USEFUL SENTENCES
• We were very sorry to receive your complaint that the material we supplied
was not of the quality expected.
• The defect in quality was due to a faulty manufacturing process in
production.
• We are sure you will be completely satisfied with the replacement units we
have already sent you franco domicile, duty paid.

212
A SAMPLE LETTER

3.2 REPLIES TO QUANTITY COMPLAINTS

USEFUL SENTENCES
• We greatly regret that you received only ... dozen instead of the ... dozen
ordered. On investigation we have found that the packers misread the
number.
• On making inquiries concerning the missing ... we have discovered that it
was left behind on the quay.
• According to our records, the complete consignment was packed. We can
send you evidence of the correct shipment, so that you can take the matter
up at your end.

213
A SAMPLE LETTER

Dear Mr Weston,

We have received your letter of 10th January, about the problem you
have had with your order No. Dr 1014-176. We are sorry for the
inconvenience you have experienced.

I have looked into the matter and I was shocked to find that our suppliers
had sent us the wrong items and had also mislabelled them, so that our
colleagues did not realise the mistake. Of course we should have
checked, but I am sorry to say that we did not do so.

The best I can do is to suggest that you return the faulty items and we
will replace them with the correct items, or credit you with their value.

We apologise for the error, and can assure you that all your future orders
will have our best attention.

Yours sincerely,

3.3 REPLIES TO COMPLAINTS ABOUT PACKING

USEFUL SENTENCES
• We have passed your complaint to the firm of packers for further
investigation.
• The packers do not agree that there is any defect in the material used, as
there have been no previous complaints.
• We are pleased to hear that the metal bands held firm, but we will use
stronger packing in future.

214
SAMPLE LETTERS
1

Dear Sir/Madam,

Thank you for drawing our attention to the faulty packing. We have been
trying to introduce a new type of packing, and this is probably how the
inadequacy came about. We will keep to our old method in the future.

Since it was our fault that you have incurred additional expenses, we will
charge you less for the next consignment.

We a r e sorry for the inconvenience you have been caused.

Yours faithfully,

Dear Sir/Madam,

We refer to your complaint about our consignment of shoes delivered to

you on 12th October. You say that owing to unsuitable packing the shoes
got damp and the leather became stained.

We have investigated the matter, and while we are sorry for this state of
affairs, we are unable to accept your complaint.

Our reasons are as follows: the c a s e s had seaworthy double polythene

lining in them and were in excellent condition as proved by the delivery
report. You took delivery of the goods on 12th October, and lodged a
complaint on 15th November.

In light of the above, the shoes must have become damaged while stored
in an unsuitable warehouse until 2nd November.

We are thus not in a position to accept liability for the damage.

Yours faithfully,

215
3.4 REPLIES TO COMPLAINTS ABOUT DELAY

USEFUL SENTENCES
• The goods have left port in the meantime and the documents have been
handed to the bank.
• We are extremely sorry about this delay.
• Your letter must have crossed ours in the post advising you of the shipment
of the consignment.
• We will do our best to speed up delivery.
• We regret to inform you that there will be a further two-week delay in
delivery.

A SAMPLE LETTER

Dear Mr. Gilbert,

Consignment No. BX2234

Thank you for your letter of 14th June, in which you pointed out a late
delivery on the above consignment.

We certainly understand how important prompt deliveries are to the

factories that use our products.

We have looked into the matter, and have found that the delay was due
to a minor fault in the recently introduced electronic data processing of
orders at our head office.

We are naturally very sorry for the inconvenience you have had to suffer
on account of our own problems. We can promise you that future orders
from you will be dealt with promptly, and that consignments will reach
you by the dates stipulated.

Yours sincerely,

216
EXERCISE 1
Translate these letters into your language

5ear Sir/Madam,

Order No. VC 58391

Ve are writing to you with reference to the above order and our letter of
'.2nd May, in which we asked you when we could expect delivery of the
>0 (sixty) dynamos.
t is essential that we deliver this consignment to our Swedish customers
>n time, as this was an initial order from them and would give us an
opening in the Scandinavian market.
Dur deadline is 28th June, and the lorries have been completed except
or the dynamos that need to be fitted.
Jnless we receive these components within the next five days, the order
vill be cancelled and placed elsewhere. We should warn you that we are
lolding you to your delivery contract, and if any loss results from this late
delivery we will be taking legal action.

ours faithfully,

217
3

Dear Mr Brightwell,

Thank you for your letter of 6th June concerning your order No. VC
58391, which should have been supplied to you on 3rd June.
First let me apologise for your order not being delivered on the due date,
and for the inconvenience you have experienced. We have experienced
an industrial dispute which has involved both administrative staff and
employees on the shop floor, and as a consequence has held up all
production over the past few weeks.
However, the dispute has been settled and we are back to normal
production. Nevertheless there is a backlog of orders to catch up on, but
we are using associates of ours to 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 respect, that your contract with us did have a
standard clause stating that delivery dates would be met unless
unforeseen 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 withdraw from your contract if it will
help you to meet your own commitments with your Scandinavian
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 emphasise that it was due to factors we could not have
known about when we accepted your delivery dates.
Please telephone me, letting me know if you wish us to complete 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,
M. Blackburn
Managing Director (BrE)

218
 3

Dear Sir/Madam,

It is with regret that we have to inform you that your last delivery is not up
to your usual standard. The material seems to be too loosely woven and is
inclined to pull o u t of shape. By separate mail we have sent you a cutting
from this material, and 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
send 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
m u s t ask you to let us know, without delay, what you can do to help us
in overcoming this difficulty.

Yours faithfully,

4
I
Dear Ms Culpepper,

We have received your letter of 14th October, and thank you for sending
us the two samples of cloth for examination. We have passed these on to
the factory for comment, and we quote the following from their reply: "It
was found that some short-staple yarn had, by mischance, 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 inquiries 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 dispatch of replacements,
franco domicile, duty paid.
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 offer our sincere apologies for the trouble caused to you.

219
3

Dear Sir/Madam,

Order No. 3124. Your invoice of 1st November

We have today received your consignment of 50,000 yards of Batiste,

which we ordered on 2nd October.
On examination we have found that the goods received do not
correspond with the original pattern, as the colour is much paler.
We applied to the Chamber of Commerce, asking them to appoint two
experts to examine the goods. A copy of their report is enclosed.
We feel it would be quite impossible for us to put these inferior goods
on the market and are, therefore, returning them to you, carriage
forward, and would ask you to send us your credit note.

Yours faithfully,

EXERCISE 2
Write these letters in English.
I
1
A műszerek bevonásához szükséges gépkenőcsből 200 tonnát rendeltünk
Önöknél a 200... januárjában Önök által megküldött minta alapján.
A mennyiséget leszállították, de a laboratóriumi vizsgálat megállapította, hogy
az áru vegyi összetétele nem felel meg az előzetesen megküldött mintának, az
anyag hosszabb időre nem védi meg a műszereket a rozsdásodástól.
Ezt az árut vevőinknek nem adhatjuk el anélkül, hogy vállalatunk jó hírét ne
rontanánk.
A szerződés ... pontja értelmében az árut az Önök költségére visszaküldjük,
mellékelve a szakértői véleményt 3 példányban.
Ha a rossz minőségű gépkenőcs helyett 1 hónapon belül megfelelő minőségű
árut tud küldeni, erről postafordultával kér értesítést.

2
A magyar fél összeszerelhető faházakat rendelt a finn cégtől a mellékelt
katalógus szerint. A finn fél a megrendelést a feltételek változtatása nélkül
elfogadta.

220
írjon reklamációs levelt, amelyben közli:
• az első tételként leszállított 10 db faház összeszerelésénél megállapították,
hogy az alap felállításához szükséges alkatrészek egy része hiányzott
(mellékelve a hiányzó alkatrészek listája), erről már faxon értesítették a
finn partnert;
• a megrendelők sürgetésére, miután a mai napig nem érkezett meg a hiányzó
áru, a vevő máshonnan szerezte azt be, a számlát mellékeli, és annak értékét
kéri átutalni;
• felhívja az eladó figyelmét, hogy a júniusban esedékes szállítmányt csak
akkor veszi át, ha az minden szempontból kifogástalan.

EXERCISE 3
Look at the eight people in this office.

Source: Grant, David-McLanty, Robert: Business Basics, OVP, 2001, p110

A) Which person ...

1 has received a bill which is too high?
is waiting for a delivery?
has received the wrong quantity of goods?
wants to buy something, but can't?
would like to receive a cheque?
has an IT problem?
7 is waiting for a call?
8 can't read a document?

221
B) Now match the responses below to the complaints in the picture.

a I'm sorry about that. I'll check with the transporter. ...
b I do apologise. I'll dispatch the missing items today,
c One moment, please. I'll connect you to the Accounts Department. ...
d Sorry about that. I'll send it again. ...
e Yes, I'm afraid there's only one person there today. Would you like to fax
the details? ...
f I'm sorry to hear that. I'll inform the IT support department
immediately. ...
g I do apologise. I'll send you a credit note for the difference. ...
h I'm sorry about that. I'll ask him to call you immediately. ...

4 USEFUL LANGUAGE: telephone complaints

COMPLAINING DEALING WITH COMPLAINTS

Making a complaint Showing understanding

I'm ringing to complain about ... Oh dear! Sorry to hear that.
I'm sorry, but I'm not satisfied with ... Mmm, I see what you mean.
Unfortunately there's a problem with ... I'm sorry about the
problem/delay.

Explaining a problem Getting the facts

The CD player doesn't work. Could you give me some details,
please?
There seems to be a problem ... What happened exactly?
We haven't received the ... What's the problem exactly?

Insisting Making excuses

It really isn't good enough.
I'd like to know why ...
Threatening
If you don't replace the product,
I'll complain to the manager.
If you can't deliver on time, we'll
have to contact other suppliers.
It's not our policy to replace
items.
It's not our fault that it hasn't
arrived.
I'm afraid that's not quite right.
Promising action
OK, I'll look into it right away.
I promise you I'll check the
details and get back to you.

222
EXERCISE 3
A) Study the Useful Language above.
Then complete the dialogue below with appropriate phrases.

Salesperson Hello. Electrical goods department.

Customer Oh, hello. I ' m the video recorder I bought
from your store six months ago.
Salesperson Oh, Could you give me some details,
please?
Customer There when you try to take the video out of
the machine. I want to exchange it for a new video recorder.
Salesperson I ' m afraid it' not We'll send it to the
manufacturer for repair.
Customer It really It's the second time it's happened.
exchange it for a new machine,
have to take further action.

B) One of you is a production manager for a power tools manufacturer.

The other is a supplier of components. Role play the following
telephone call.

Production Manager Supplier

Ring your supplier to complain about • Deal tactfully with the complaint.
some electric motors (order No PV205) • Show understanding.
which have a number of defects (don't • Get the facts.
fit, not up to usual standard, etc.) • Promise action.

C) Write a memo in connection with the conversation.

Customer Service Department

Complaint Form

Caller Company
Order No
Description of goods
Problem
Action

223
EXERCISE 3
Discuss these problems on the telephone with a business partner, using the
information below.

A) You are Gloria Powell, Accounts Manager at SIMCO.

1 A client phones you about an invoice. Ask for the invoice number and
date. Promise to look into the problem, and ask when you can call back.
2 Call back. Apologise - the invoice is for $800, not $900. Promise to send
a new invoice.

B) You are John Miller-Jones. You are still waiting for an order of 150
champagne glasses from Funglass Inc.
1 Call Angelica Geraldo, Sales Manager of Funglass Inc. Explain the
problem.
Offer to send a copy of your order form.
2 Ms Geraldo phones you back. Your address is 149 East River Drive,
Trenton, New Jersey. Ask if it's possible to deliver tomorrow.

EXERCISE 6
A) Read this e-mail. What is the problem? What does Ms Shining want
Ms Geraldo to do?

From: Hambelin Business Services

I tried to phone you all morning, but your line was constantly engaged.
Yesterday evening we took delivery of 350 champagne glasses from your
company. However, when we opened the boxes, at least a third of them
were broken. As our conference on stress management starts tomorrow, I
would be grateful if you could send some replacement glasses today.
Please give this matter your immediate attention.
I look forward to hearing from you.

Diana Shining

224
B) Which phrases in the e-mail are used to say the same thing in more
formal language?

Telephone dialogue E-mail

They arrived
Can you send...?
Can you look into the problem?
Speak to you soon.

C) Now change these sentences from letters into more informal telephone
language.

1 We would like to apologise for the delay.

Sorry
2 I look forward to meeting you on 23rd January.
See
3 I regret to inform you that your order will be three days late.
I'm
1
4 I will be pleased to send you some more information, if you require it.
Shall
5 I hope you have a pleasant trip to the USA.
Have

KEY WORDS
accept responsibility felelősséget vállal/elfogad
(Act of God vis maior (káresemény, melyért egyik fél sem
felelős)
additional expenses járulékos költségek
adequate megfelelő
adjust elintéz, rendbe hoz (panaszt kezel)
air-tight légmentes
ambiguity kétértelműség, félreérthetőség
associate (üzlet-) társ, partner
at sy's expense vki költségére
backlog elmaradás, hátralék
beyond dispute vitán felül
blur elkenődik, elmaszatolódik
by mischance szerencsétlen módon, véletlenül

225
cable kábel, zsinór
cap kupak
carriage forward fuvardíj utánvételezve
catch up on utolér, behoz
circumstance körülmény
cold store container hűtőkonténer
commitment (el)kötelezettség
compel vmire kényszerül
complaint panasz
conclude a contract szerződést köt
correspond with megegyezik/összhangban van
corrugated cardboard hullámpapír
credit note jóváírási értesítés
data processing adatfeldolgozás
deadline határidő
deal with foglalkozni vmivel
deduct levon
defect hiány, hiba
defective hiányos, hibás
delay késés, késedelem
discrepancy különbözőség, eltérés
disposal elrendezés, elintézés, rendelkezés
dispose elrendez, rendelkezik
draw attention to figyelmet felhív
due to vminek köszönhető/tulajdonítható
duly pontosan, helyesen, kellő időben
embarrassing kellemetlen, zavarba ejtő
evaporate elillan, elpárolog
event esemény
except for kivéve
fibre szál, rost
firm szilárd(an)
flood áradás
franco domicile ingyen házhoz szállítva
fulfilment (AmE - fulfillment) teljesítés
goodwill jóakarat
grant megad, teljesít,
guarantee garancia
head office központ
ignore figyelmen kívül hagy
improper helytelen, téves
incline hajlandó, hajlik

226
 inconsistent with the law összeegyeztethetetlen a törvénnyel
inferior alsóbbrendű, rosszabb minőségű
inner belső
insufficient elégtelen
intention szándék
justified igazolt, jogos, indokolt
keep to ragaszkodni vmihez
lodge benyújt
loss veszteség, kár
maintain fenntart
metal band fémpánt
minor fault kisebb hiba
mislabel félrecímkéz
misread félreolvas
misunderstanding félreértés
mutually kölcsönösen
neglect elhanyagol, elmulaszt, mellőz
negligence gondatlanság, nemtörődömség
(be) obliged to arra kényszerül, hogy
obvious nyilvánvaló
| omit elmulaszt, kihagy, nem tesz meg vmit
on arrival megérkezéskor
on going into the matter az ügyet megvizsgálva
outer külső
owing to köszönhetően
pale halvány, fakó
pass elmúlik, lejár
pattern minta, mintázat
penalty büntetés, bírság, hátrány
polythene polietilén
prevail érvényesül, dominál, rábeszél
press for urgency/urgent action sürget
pull out of shape kinyúlik
reduced price csökkentett ár
reject elutasít
reminder emlékeztető
render benyújt, bemutat, viszonoz
replacement csere
report jelentés, beszámoló, jegyzőkönyv
resistant ellenálló
resulting azt eredményezve, hogy
roughly durván, nagyjából
scent illat
schedule ütemterv, ütemezés
sell-by date minőségmegőrzési idő
settle the matter rendezi az ügyet
shortage hiány
short-ship kevesebb árut küld a megrendeltnél
short-staple nyersanyaghiány
solicitor ügyvéd, jogtanácsos
solution megoldás
speed up fel-/meggyorsít
spill out kiborul, kiszóródik
stain folt, pecsét, elszíneződés
state of affairs tényállás, a dolgok állása
stipulate kiköt, megállapodik, meghatároz
stock level raktárkészlet
store tárol, raktároz
tactful tapintatos
threat fenyegetés
tighten megerősít
uneven egyenetlen
unforeseen előre nem látható
unsaleable eladhatatlan
useless használhatatlan
vary változik
warn figyelmeztet
well-founded megalapozott
with reference to hivatkozva a ...
withdraw felvesz, kivesz (összeget), visszavon, bevon
without sufficient grounds megfelelő indítékkal
wording megfogalmazás, szövegezés
woven szőtt
yarn fonal

YOUR NEW WORDS

228
 Chapter 13
MISCELLANEOUS TASKS

1 THE CONTRACT
The contract is a legally binding agreement between two or more contracting
parties.
It may be verbal and written. For example, at the Stock Exchange, contracts are
made verbally, and only later confirmed in writing; in foreign trade,
agreements made by telephone should be confirmed by letter or fax. In most
cases the written form is necessary, because neither of the parties can change it
or interpret it in different ways.
In connection with contracts written in a foreign language, business-people
have to face the difficulty of understanding the special language of contracts,
or choosing the appropriate expressions when drawing up an agreement
themselves.

A sales contract usually contains the following:

1 Formation of the Contract

The parties to the Contract should state when the Contract will be
considered legally binding.
The Contract shall be deemed to have been entered into when, upon receipt
of an order, the Vendor has sent an acceptance in writing within the time-
limit (if any) 'fixed by the Purchaser.'

2 The description of the goods

The quality of goods should also be stipulated in the contract (e.g.: f.a.q. =
fair average quality or g.o.b. = good ordinary brand).
With certain types of goods a detailed specification, and sometimes even
technical documentation, is necessary.

3 The quantity of the goods

Goods can be sold by the piece, pair, dozen, score, weight or volume. When
speaking about weights and measures we should bear in mind the
differences between the measures used in Britain and the USA.

230
4 Time of delivery
The delivery period should always be stated. It can run from the date of
formation of the Contract, or the date of the receipt of the stipulated
payment in advance of delivery. On expiry of the delivery period the
Vendor may be entitled to an additional period of grace. There is generally
a clause concerning delay in delivery, granting a reasonable extension of
the delivery period.
If the Vendor fails to deliver the goods after the period of grace, the
Purchaser is normally entitled to terminate the contract or to recover any
payment he or she has made in respect of undelivered goods.

5 Terms of delivery
The costs of transporting goods from one country to another are many, e.g.:
the costs of packing the goods, freight, duty(tax) and insurance. Before an
importer and exporter sign a contract, they must decide who is paying for
what.

6 Questions of price and payment

The contract must state the manner and time of the payment, e.g.: it may be
due thirty days after notification from the Vendor that the goods have been
placed at the Purchaser's disposal.
In case of delay in payment, the Vendor may postpone the fulfilment of
their own obligations until payment is made, or recover a certain rate of
interest on the sum due.

7 Some general points

Contracts can contain some other points, for example concerning the
packing of the goods, inspection and tests. Sometimes drawings,
descriptive documents, working conditions and safety regulations are
included if necessary.

8 Guarantee
The Contract generally contains a guarantee, according to which the Vendor
has to undertake to remedy any defect resulting from faulty design,
materials or workmanship. Certain limitations to the Vendor's liability for
defects will be stated.
The purchaser is entitled to reject the goods if they do not conform to the
contract.

231
9 Arbitration
To settle disputes arising out of or in connection with the contract, it is
necessary to agree an arbitrator who can settle them out of court. Unless
otherwise agreed, contracts are commonly governed by the laws of the
Vendor's home country.
The agency agreement in export-import trade should contain as a minimum:
the name and the address of both exporter and agent, the precise territory
and products covered by the agreement, the date when the agency
commences, the arrangements for terminating it, the rates and methods of
calculating commissions and the like, (particularly whether commission is
payable on orders received from the territory other than through the agent),
the law governing the agreement, and any provision for arbitration.

2 CUSTOMER SERVICE

Customer service combines all the services that are provided in connection
with the commodity that the company would like to sell. It is usually a
department which deals with customers' complaints and gives advice to them
connected with the use of the product. There are two types: technical, dealing
with repairs or helping customers use the products, and sales, informing
customers about the products, dealing with complaints and delivering the
commodities to customers' homes.

3 GUARANTEE SERVICE

The guarantee or warranty service means that the trader gives a formal written
document in which the trader promises that the product will be repaired or
replaced if it goes wrong in a given period of time. During this guarantee time
if the commodity goes wrong the shop repairs it free of charge. If the product
cannot be repaired, the shop changes it or (in rare cases) gives the money back,
or even offers the customer another product at nearly the same price.

232
EXERCISE 3

233
You were in London last week. During your stay you bought a Panasonic video
recorder. The reason of your choice was that some of your friends have this
type and they are satisfied with it. Study the Conditions of Guarantee and fill
in the form in English.

EXERCISE 2

Look at the photograph and complete these sentences with words from
columns A, B, C and D
1 It's 142 mm in 107 mm in and 73
mm in
2 It's about 670 grams in ....
3 It's made of and
4 It's more or less in shape.
5 It's black and

235
 A B C D
width glass square green
height plastic rectangular blue
length metal round yellow
depth wood cylindrical white
weight leather oval grey/gray (AmE)
diameter rubber conical red
thickness multi-coloured

EXERCISE 3
Now use the words in columns A-D to describe the following.

4 USEFUL LANGUAGE: Product characteristics

1 Size and dimension

Noun Adjective
What's the ...? How ...is it?
It's (50) cm in ... length It's (50) cm ... long
height high
width wide
depth deep
thickness thick
diameter

2 Weight

How much does it weigh? It weighs 50 kg.

3 Materials and function

It's made of... + material. It's made of glass, plastic, metal, etc.
It's used for ... + -ing. It's used for changing channels on the TV.

236
EXERCISE 3
Use the Useful Language to complete these questions. You must not use the
same word twice.

1 What's the of the Great Wall of China?

2 How is the Empire State Building in New York?
3 How much does a human brain ?
4 What's the average of the Atlantic Ocean?
5 What's the maximum of the Grand Canyon?
6 What's the of the holes on a golf course?
7 How is a surfboard?

EXERCISE 5
Now match the questions with the answers below.

432.3 metres Between 7 and 10 cm 3,926 metres 1.4 kg

Over 6,400 km About 29 km 10.3 cm

237
EXERCISE 6
Complete the report using prepositions from the box.

at by over for in on

To Head of Marketing
From: Head of R&D
Subject: Report on toy fire engine (Model PX10)
Date: 25th July

Introduction
In your memo of 1st July you asked me to prepare a short report on our
new toy fire engine (Model PX10), which was withdrawn from the market I
11th June following numerous complaints by customers. The
report was to be submitted 1st August.

Findings
A number of tests have been carried out on the product the last
two weeks. The results are as follows:
- if the fire engine is operated continuously more than two
minutes, the motor breaks down.
I
- the wheels come off too easily, which is a safety hazard.

Recommendations
- The fire engine needs to have a more robust motor.
- The wheels need to be attached more firmly to the fire engine.
- The fire engine should not be reintroduced October as you
requested. We recommend that it should be relaunched
the beginning of December.

238
 EXERCISE 7
Match the jobs in the box with the descriptions below.

1 'I organise training courses for members of staff - languages, computers,

etc.'
2 'I set up the equipment and do experiments and tests.'
3 'I am the senior executive.'
4 'I check that products are made to the right standards.'
5 'I visit customers and try to increase business.'
6 'I work with the managing director. I am responsible for his diary, organise
his travel, and take calls for him.'
7 'I buy everything the company needs, from raw material to stationery.'

239
 Appendix

M A T H E M A T I C A L EXPRESSIONS

NUMBERS IN MEASUREMENTS

A) LINEAR MEASUREMENT

symbol abbreviation full word abbreviation full word

in inch(es) mm millimetre(s)
ft foot/feet cm centimetre(s)
yd yard m metre(s)
ml (US mi) mile(s) km kilometre(s)

Typical measurements

(i) Building
a piece of wood 1/8" thick
a piece of glass 7 mm thick

240
241
B) AREA MEASUREMENT

abbreviation full word symbol abbreviation full word

sq in square inch(es) mm 2 sq mm square millimetre(s)
sq ft square foot/feet cm2 sq cm square centimetre(s)
sq yd square yard m2 sq m square metre(s)
sq ml square mile(s) km 2 sq km square kilometre(s)
acre(s) ha hectare(s)

C) V O L U M E MEASUREMENT

abbreviation full word symbol full word

cu in cubic inch(es) mm 3 cubic millimetre(s)
cu ft cubic foot/feet cc, cm 3 cubic centimetre(s)
cu yd cubic yard(s) m3 cubic metre(s)

D) L I Q U I D MEASUREMENT

abbreviation full name abbreviation full name

fl oz fluid ounce(s) ml millilitre(s)
pt pint(s) cl centilitre(s)
qt quart(s) 1 litre(s)
gall gallon(s)

Typical measurements

Add 8 fl oz stock and bring to the boil.

The A standard wine bottle contains 75 cl.
Three pints of bitter and half (a pint) of lager, please.
You'll need about five litres of paint for this room.
A car averaging 33 miles per gallon (i.e. that requires approximately 1 gallon
of petrol to drive 33 miles)

242
E) WEIGHT MEASUREMENT

abbreviation full name abbreviation full name

oz ounce(s) g/gm gram(s)
lb pound(s) kg kilo(gram)(s)
st stone - metric ton (tonne)
cwt hundredweight
ton

Typical measurements

Add 4 oz (100 gms) finely chopped ham.

Four pounds of potatoes and a pound of carrots, please.
(BrE) My brother weighs 12 stone eleven (pounds).
(AmE) My brother weighs 183 pounds.
Note: People's weight is usually measured in stones and pounds (or kilograms)
in Britain, and in pounds only in the US.
Maximum baggage allowance: 32 kg
Half a hundredweight of gravel
A 10-ton lorry (i.e. a lorry that can carry a maximum load of ten tons)

MEASUREMENT OF TEMPERATURE

Temperatures in Britain were traditionally measured by the Fahrenheit scale

(°F). Although the Celsius or centigrade system (°C) is now officially in use,
many people continue to refer informally to degrees Fahrenheit. The
Fahrenheit scale is still used in the US for non-scientific purposes.
The temperature will fall to minus five tonight. (-5 °C)
They say we're going to have nine degrees of frost tonight (23 °F)
It must be ninety-five this afternoon. (95 °F)
The normal temperature of the human body is 37 °C.
She's ill in bed with a temperature of a hundred and two. (102 °F)

243
W E I G H T S A N D MEASURES

The Metric System

METRIC length GB & US

10 millimetres (mm) = 1 centimetre (cm) = 0.394 inch (in)
100 centimetres = 1 metre (m) = 39.4 inches or 1.094 yards (yd)
1,000 metres = 1 kilometre (km) = 0.6214 mile or about 5/8 mile

surface
100 square metres (m2) = 1 are (a) 0.125 acre
100 ares = 1 hectare (ha) = 2.471 acres
100 hectares = 1 square kilometre (km2) = 0.386 square mile

weight
10 milligrams (mg) = 1 centigram (eg) = 0.154 grain I
100 centigrams = 1 gram (g) 15.43 grains
1,000 grams = 1 kilogram (kg) = 2.205 pounds
1,000 kilograms = 1 tonne = 19.688 hundredweight

capacity
1,000 millilitres (ml) = 1 litre (1) 1.76 pints (2.1 US pints)
10 litres = 1 decalitre (dl) = 2.2 gallons (2.63 US gallons)

Avoirdupois weight

GB & US METRIC
1 grain (gr) 0.065 gram (g)
437 '/2 grains = 1 ounce (oz) = 28.35 grams
16 drams (dr) = 1 ounce = 28.35 grams
16 ounces = 1 pound (lb) = 0.454 kilogram (kg
14 pounds = 1 stone (st) = 6.356 kilograms
2 stone = 1 quarter = 12.7 kilograms
4 quarters = 1 hundredweight (cwt) = 50.8 kilograms
112 pounds = 1 hundredweight = 50.8 kilograms
100 pounds = 1 short hundredweight (US) = 45.4 kilograms
20 hundredweight = 1 ton 1016.04 kilograms
2,000 pounds = 1 short ton = 0.907 tonne
2,240 pounds = 1 long ton = 1.016 tonnes

244
GB & US METRIC
1 inch (in) = 25.4 millimetres (mm)
12 inches = 1 foot (ft) = 30.48 centimetres (cm)
3 feet = 1 yard (yd) = 0.914 metre (m)
5l/2 yards = 1 rod, pole or perch = 5.029 metres
22 yards = 1 chain (ch) = 20.17 metres
220 yards = 1 furlong (fur) = 201.17 metres
8 furlongs = 1 mile = 1.609 kilometres (km)
1,760 yards = 1 mile = 1.609 kilometres
3 miles = 1 league = 4.828 kilometres

Square Measure

GB & US METRIC
1 square (sq) inch = 6.452 sq centimetres
144 sq inches = 1 sq foot = 929.03 sq centimetres
9 sq feet = 1 sq yard = 1.836 sq metre
484 sq yards = 1 sq chain = 404.62 sq metres
4,840 sq yards = 1 acre = 0.405 hectare
40 sq rods = 1 rood = 10.1168 ares
4 roods = 1 acre = 0.405 hectare
640 acres = 1 sq mile = 2.59 sq kilometres
or 259 hectares
 Key to exercises

In this section you will find key to most of the exercises.

CHAPTER 1

Exercise 1: 1-d, 2-b, 3-c, 4-a

Exercise 2: 1-A.B 2-B,C 3-A.B 4-B,C 5-A.B 6-A,B

Exercise 3: sample questions: 1 How is your husband?

2 How's business?
3 What about your daughter/sister?
4 What about your new job?
5 How are you?

Exercise 7: 1-e, 2-d, 3-c, 4-b, 5-f, 6-a

Exercise 8A: 1-order, 2-terms, 3-costs, 4-shipping, 5-insurance, 6-discount,

7-delivery, 8-letter

Exercise 8B: supplier: 1, 2, 6, 7 buyer: 3, 4, 5, 8

Ready... / Explore... / Signal... / Probe... / Exchange... / Close... /

Tie... RESPECT

Exercise 15: I. 1-H, 2-E, 3-K

II. 1-A, 2-M, 3-G
III. 1-J, 2-D, 3-N, 4-L, 5 - 0 , 6-C, 7-B
IV. 1-Q, 2-P, 3-F, 4-1

246
CHAPTER 2

Exercise 1: 1-dialled, 2-extension, 3-directory, 4-stand, 5-checked,

6-problems,

7-appointment, 8-troubled
Exercise 2:
1-B, 2-D, 3-1, 4-H, 5-C, 6-F, 7-A, 8-E, 9-G
Exercise 3:
1-b, 2-c, 3-c, 4-a, 5-a
Exercise 5:
1-c/f, 2-g, 3-c/f, 4-a, 5-Ii, 6-d, 7-b, 8-h, 9-j, 10-e
Exercise 6: before call: 7 starting call: 4,6,8,9 during call: 2, 10
ending call: 5 after call: 1, 3

2-Hold on 3-got through 4-put me through

Exercise 7: 6-get back to 7-call you back
5-speak up
8-cut off 9-hang up 10-pick up

1-to, at 2-for 3-back, in 4-to 5-back at, by

Exercise 8:

CHAPTER 3

Exercise 1: b, j, 1, g, i, k, h, f, m, c, d, a, e

Exercise 2: 1-Brothers 12-Corporation (US)

2-please turn over 13- Saint/ Street
3-et cetera, and so on 14- Square
4-limited 15- for example
5-attention 16- carbon copy
6-number 17- company
7-that is to say/ in other words 18- Road
8-post-office box 19- care of
9-Public Limited (i.e. limited 20-and
liability) Company (GB)
10-postscript 21-compare
11-Incorporated (US) 22-enclosed

Exercise 3: 1-on behalf of 2-by the quality... 3-Please

4-Could you... 5-place a substantial order

247
Exercise 4: 4-leaflet, 5-entire/complete, 6-(the),
7-supply, 8-quantity, 9-(of),
10-discount, 11-(correct), 12-made,
13-(correct), 14-(you), 15-details,
16-(correct), 17-(an), 18-(correct),
19-(be), 20-(correct), 21-receiving,
22-(correct)

Exercise 5: 1-e-mail, 2-brief, 3-prospective, 4-identify,

5-counter-offer, 6- appreciated, 7- abrupt,
8-substantial, 9-further

CHAPTER 4

Exercise 1: consignment / cases / Delivery / warehouse / at sight /

shipping documents / settle / alternative/

CHAPTER 5

Exercise 1: 1 British companies sell (cars, machinery, oil, chemicals)

to overseas.
2 but they try to cater for the needs of every market.
3 bad for producers,... good for customers.
4 are important.

Exercise 2: 1-labour costs, 2-foreign currency, 3-exchange rates,

4-subsidiaries, 5-multinational companies, 6-exports,
7-overseas markets, 8-imports

Exercise 3: 2-acquisition, 3-Expansion, 4-controlling interest,

5-joint ventures, 6-domestic, 7-targeted, 8-overseas

Exercise 4: 1: four point six billion Euros/twenty-two thousand/twenty

fifteen or two thousand and fifteen
2: two hundred and forty million pounds/thirty-two p/
ten percent/ two hundred and seventy-four p/ eight p/
two hundred and twenty-five p
3: four hundred million dollars/five percent/
three hundred million dollars/one percent/
one hundred and fifty million dollars/five percent

248
 4: eighteen seventy/three point eight million pounds
5: twelve point four percent
6: ten point four percent/
nine hundred and ninety-one thousand eight hundred/
eight hundred and ninety-eight thousand four hundred

CHAPTER 6

Exercise 1: 1-C, 2-C, 3-B, 4-C, 5-A

Exercise 2: 1-short, 2-own fleets, 3-long, 4-passenger,

5-Freightliner, timetable, 6-routes, 7-small, 8-bulk, 9-slow,
10-high-value, low bulk, 11-pipelines, 12-sealed, 13-TIR

Exercise 3: Documents: bill of exchange, certificate of value and origin,

import licence, letter of credit, sales invoice
Means of transport: air freight, rail freight, sea freight
Packaging: barrels, drums, containers, sacks, crates
Payments: import duty, insurance premium, surcharge
People: customs officer, freight forwarding agent,
insurance broker

Places: docks, port of arrival, port of origin, warehouse

Exercise 4:
4-l-3-2-7-9-6-5-10-8b, d, c, a, h, g, e, j, f, i
Exercise 5:
1-fifth, 2-eighth, 3-thirtieth, 4-first, 5-fourth

CHAPTER 7

Exercise 1A: 1-d, 2-c, 3-a, 4-b, 5-e

IB: CIF/CF/FOB/FAS/EX-WORKS

Exercise 3: shoes - Athens - £3,000 - ex-works

motorbike - Portugal (Lisbon) - £1,000 - FOB
stationary - Hamburg - £2,000 - C&F
typewriters - Rome - £4,000 - CIF

Exercise 4: CIP/FOB/DAF/DEQ/DDU/CIF/FCA/EXW/FAS/DDP/
CFR/CPT/DES

249
CHAPTER 8

Exercise 1: 1-d, 2-c, 3-i, 4-e, 5-j, 6-h,7-f, 8-b, 9-k, 10-1, 11-a, 12-m, 13-g

Exercise 2: 1-b, 2-d, 3-a, 4-c

Exercise 3: waybill/air/receipt/consignee/vessels/rates/chartered/dirty/
perfect/shipped/boxes / combined

CHAPTER 10

Exercise 1: 1-claim, 2-reimburse, 3-certificate of insurance, 4-assurance,

5-void, 6-premium, 7-indemnity, 8-policy, 9-syndicate,
10-freight, 11-floating policy, 12-proposal form, 13-cover,
14-particular average

Exercise 2: 1-f, 2-d, 3-i, 4-a, 5-j, 6-c, 7-e, 8-bg, 9-g-b, 10-h, 11-k

CHAPTER 11

Exercise 1: cheque/outstanding/settlement/latest

Exercise 2: overdue/payment/understand/appreciate it/cleared/

settle/within/matter/Iimmediate

Exercise 3: 2, 1, 3

CHAPTER 12

Exercise 3A: 1-C, 2-B, 3-D, 4-F, 5-H, 6-A, 7-E, 8-G
3B: A-f, B-a, C-g, D-b, E-h, F-e, G-d, H-c

Exercise 4A: ringing to complain about/dear, sorry to hear that/

seems to be a problem/our policy to replace the items/
isn't good enough/If you can't/I will

Exercise 6B: we took delivery/if you could send/

give this matter your immediate attention/
look forward to hearing from you

250
Exercise 6C: 1-Sorry about the delay. 2-See you on the 23rd.
3-I'm afraid it'll be three days late.
4-Shall I send you some information? 5-Have a nice trip.

CHAPTER 13

Exercise 2: 1-width, height, dept 2-weight, 3-metal, glass, plastic

4-rectangular, 5-grey

Exercise 4: 1-length, 2-high, 3-weigh, 4-depth, 5-width,

6-diameter, 7-thick

Exercise 5: 1-over 6,400 km 2-432.3 metres 3-1.4 kg 4-3,926 metres

5-about 29 km 6-10.3 cm 7-between 7 and 10 cm

Exercise 6: on/by/over/for/in/at

Exercise 7: 1-training officer 2-laboratory technician

3-managing director 4-quality control manager
5-sales representative 6-personal assistant
7-purchasing manager

251