Chapter 1: THE FORM OF A BUSINESS LETTER

PART I. Sample letters

1. Formal letter

1 RELIANCE HOLDING FINANCE GROUP

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

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

125 Nguyen Hue Street Our ref: SC/RP
District 1
Hochiminh City
Vietnam 4 14 November, 20--

5 Attention: Mr. Nguyen Hong, Director

6 Dear Sirs
7 Re: Up-to-date list of addresses
8 We thank you very much for your letter of 11 November 20--, asking
for an up-to-date list of addresses of our branches.
We are pleased to enclose this brochure, showing the location of all
our branches and agencies at home and abroad.
We look forward to receiving your early reply.
9 Yours faithfully
10 (For RELIANCE HOLDINGS)
11 (Signed)
12 S.S. Carson (Mr.)
13 Sales Manager
14 Encl.
+01 copy of brochure

9
2. Less formal letter
THE HANOI PRODUCTION-SERVICES-IMPORT-EXPORT
CORPORATION
Hochiminh City Branch
149 Ly Chinh Thang Street Tel &Fax: 84-8-8359276
District 3 Cables: HAPROSIMEX Co
Hochiminh City Telex: 343235 HAPRO
Vietnam

Mr. J King Your ref: JK/034

Managing Director Our ref: NS/tl
Shiptons Cross Country Ltd
359 Motting Road Greenwich
London SE02AF United Kingdom 20 December, 20--

Dear Mr. King

Thank you for your letter of 15 December enquiring about our Rubber.
I am pleased to enclose our latest brochures and price list. Please note that
the prices are CIF Saigon Port.
I hope that you will find our prices reasonable and our terms most
generous.
As we have received a large number of enquiries from all over Europe in
response to our advertisement, I would advise you to place an immediate
order due to limited supply.
I am looking forward to hearing from you.
Yours sincerely

(Signed)
Nguyen Sang
Sales Manager
Enc. Brochures & price list

10
PARTS OF A BUSINESS LETTER

1. Letter head

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

Note: if the letter is sent to the other country, the name of sender’s country
must be added

E.g.:

--------------------------

FOOTSTEP PRODUCTIONS LTD

8 Driscoll House 19 Southampton Street London WC2E 7QG United

Kingdom

Telephone: 071-836-990

--------------------------

Or:

--------------------------

The Vietnam National Machinery Export and Import Corporation

Head office: 8 Trang Thi Street, Hanoi, Vietnam

Cable address: MACHINOHANOI

Tel & Fax: 84-4-852265

--------------------------

2. References

Initials, number or both. Addressee’s reference, where known, is typed first.

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The first initial is of the writer (usually in upper case) and the second is of
the typist. A file or department reference may also be included.

E.g.:

--------------------------

Your Ref: JS/ mk

Our Ref: GBD/526

--------------------------

3. Date

Abbreviation may be used for Jan. Feb. Aug. ................... but do not write
the month in figures. No mention of town.

--------------------------------------------------

E.g.: 14 January, 2000; or September 2, 20--

--------------------------------------------------

Note: using the comma: e.g: don’t use: “1 September 2001”, use: “1
September, 2001”

4. Inside address

The name of receiver, his/her position (if known) name of his/her company,
company’s address (street, district, area, city/province, country).

E.g.:

12
-----------------------------------

Mr. James Leighton

General Manager

Leighton Engineering Co Ltd

12 Bracken Hill

MANCHESTER M60 8AS

The United Kingdom

--------------------------------------

5. Attention line

may be used if you wish to address the letter to a particular member of the
company. This should be placed one clear line space above or below the
inside address, as preferred.

E.g.:

-----------------------------------------------------------------

13
For the attention of Mr. John Tyler, Sales Manager

Garden Supplies Ltd

24 Audrecia Street

Rotterdam

R45 9JT

Great Britain

-----------------------------------------------------------------

6. Salutation

British American
Formal Dear Sir (unknown man) Dear Sir:
(unknown Dear Madam (unknown woman) Gentlemen:
person)
Dear Sir or madam or Dear
Sir/Madam (unknown sex)

Dear Sirs (to a department or a

company)
Less formal Dear Mr./Mrs./Miss/Ms + Surname Dear Mr. Brown:
(known E.g.: Dear Mrs./ Miss/
person) Ms/ Smith:
Dear Mr. Brown

Dear Mrs./ Miss/ Ms Smith

7. Subject line (heading)

This gives a brief indication of the content of the letter. It is usually placed
on clear line space after the salutation. It may also be omitted

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E.g.:

Dear Mr. Leighton

ORDER NUMBER 4564

8. Letter body

Divided into 3 main pares: Opening/ main/ ending

9. Complimentary Close

Salutation British American

Dear Sir Yours faithfully Very truly yours
(formal)
Dear Madam Yours very truly

Dear Sir or madam

Dear Sir/Madam

Dear Sirs
Dear Mr. Brown, Yours sincerely Sincerely yours

Dear Mrs./ Miss/ Ms (informal) Cordially yours

Smith

10. For

When signing on behalf of an employer it is usual to write “For”; For the

letter to a person the first time you deal with, “FOR” should be highly
recommended It means on behalf of your firm

E.g.: For ABC Co./ for HOANGANH Ltd.

15
11. Signature

This is for the hand written signature of the writer

12. Typed signature

After leaving 4/5 blank lines for signature, the name of the sender should be
shown. “Ms/Miss/Ms” must always be added in brackets after a woman’s
name, “Mr.” may be added only for the first time.

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

13. Position /Title

This shows the position or title of the writer

E.g.:
----------------------- -----------------------
Yours faithfully Yours sincerely
GEORGE RAINE MAI LAN (Miss)
Chairman Sales Manager
----------------------- -----------------------
14. Enclosure

This indicates that an enclosure is being sent along with the letter.

(Enc. / Encl.)

E.g.: Enc. A price list

15. Copies to be circulated

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When a copy of a letter is to be sent to a third party (perhaps someone in the
same organization), it is usual to indicate this by typing “cc” (carbon copy)
followed by two spaces and the name of the recipient of the copy. The usual
position for this is at the foot of the letter after the designation or after any
enclosure indicated.

E.g.: cc Miss Thao Van, Chief Accountant

If the writer does not wish the recipient of the letter to know that a third
person is receiving a copy of the letter, then “bcc” (blind copy circulated)
must be typed. This should be shown only on copies of the letter and not on
the original (top) copy.

E.g.: Bcc Mr. Keith Lawson, Managing Director

17
PART II. Vocabulary

PUNCTUATION

Apostrophe: dấu móc lửng

Asterisk: dấu hoa thi
Complimentary close: lời chào cuối thư
Dash: dấu ngạch ngang
Ellipsis: dấu ba chấm
Exclamation mark: dấu chấm than
Hyphen: dấu gạch nối
Inside address: đia chỉ người nhận
Inverted commas: dấu ngoặc kép
Letterhead: đầu thư
Quotation marks: dấu ngoặc kép
References: tham chiếu
Salutation: lời chào đầu thư
Semicolon: dấu chấm phẩy
Speech marks: dấu ngoặc kép
Subject line: chủ đề
Title: chức vụ

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PART III. Exercises

I. Read the following statements and decide which are true and which are
false. Mark the true ones 'T' and the false ones 'F'.

1. If a letter begins with the recipient's name, e.g. Dear Mr Ross, it will close
with Yours faithfully.

2. The abbreviation c.c. stands for correct carbons.

3. If you were writing a letter to Mr Peter Smith, the salutation would be

Dear Mr Peter Smith.

4.The head of a company in the UK is known as the president.

5. In the USA, it is correct to open a letter with the salutation Gentlemen.

6. In the UK, a date written 2.6.05 means 6 February 2005.

7. If a secretary signs a letter and the signature is followed by p.p. Daniel

Harris, it means that the secretary is signing on behalf of Daniel Harris.

8. The term plc after a UK company's name, e.g. Hathaway plc, stands for
Public Limited Corporation.

9. The term Ltd after a UK company's name means limited liability.

10. If you do not know whether a female correspondent is married or not, it

is correct to use the courtesy title Ms instead of Miss or Mrs, e.g. Ms Tessa
Groves.

11. This address is an example of blocked style.

Peter Voss

Oberlweinfeldweg 33

5207 Therwil

Switzerland
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12. It is always impolite to close a letter Best wishes.

20
II. Write out the following names and addresses in the correct order.
Use the blocked style.

EXAMPLE: Search Studios Ltd / Leeds /154 SOM / Mr L Scott /150 Royal
Avenue

Mr L. Scott

Search Studios Ltd

150 Royal Avenue

Leeds

LS4 8QM

1. Warwick House / Soundsonic Ltd / London / 57- 59 Warwick Street /

SE23 UF

2. Piazza Leonardo da Vinci 254 / Managing Director /1-20133 / Milano /

Sig. D. Fregoni / Fregoni S.p.A. /

3. Bente Spedition GmbH / Herr Heinz Bente / D-6ooo Frankfurt i /

Feldbergstr. 30 / Chairman

4. Sportique et Cie / 201 rue Sambin / The Sales Manager / F-2iooo Dijon

5. Intercom / 41006 Sevilla / 351 Avda Luis de Morales / Chief Accountant /

Mrs S. Moreno

6. Ms Maria Nikolakaki / 85100 Rhodes / Greece / Nikitara 541

7. Excel Heights 501 / Edogawaku 139 / 7-3-8 Nakakasai / Japan / Tokyo /

Mrs Junko Shiratori

8. 301 Leighton Road / VHP Vehicles Ltd / London NWS 2QE / The
Transport Director / Kentish Town

III. Matching

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Match words from box A with phrases from box B with the same
meaning. Then use the words in box A to complete the sentences below.

1. Prospectus a. a complete list of items, for example of things that

people can look at or buy
2. Brochure b. a statement of how much money a particular piece of
work will cost
3. Booklet c. a copy of sth, usually smaller than the original object,
something such as a system that can be copied by other
people
4. Catalogue d. a small magazine or book containing pictures and
information about sth or advertising sth
5. Quotation e. a formal offer to supply goods or do work at a stated
price
6. Tender f. a public event at which things are sold to the person who
offers the most money for them
7. Model g. a small thin book with a paper cover that contains
information about a particular subject
8. Auction h. single example of sth, especially an animal or a plant
9. Specimen l. a class or group of people or things that share particular
qualities or features and are part of a larger group
10. Type m. a book or printed document that gives information about
a school, college, etc. in order to advertise it
11. We are inviting …………………. for the provision of training courses
for staff.

12. The stores will be put up for ………………… by the parent company.

13. The latest ………………… will be on display at the motor show.

14. The first ………………… you get is rarely the most competitive.

15. The company sells home furnishings through/via an online

………………….
22
16. The company has outlined its plans for expansion in its
………………….

17. It is the first car of its ………………… to have this design feature.

18. The aquarium has some interesting ………………… of unusual tropical

fish.

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Chapter 2: CONTENT and STYLE

PART I. Business writing style

1. Length
All correspondence should be long enough to explain exactly what the
sender needs to say and the receiver needs to know. You must decide how
much information you put in the letter. Your style and the kind of language
you use can also affect the length.
The following letters are written by different people in reply to the same
enquiry from a Mr Arrand about their company’s products.

a. Too long

There are a number of things wrong with this letter. Though it tries to
advertise the products, and the company itself, it is too wordy. There is no
need to explain that stores are buying in stock for Christmas - Mr Arrand is
aware of this. Rather than drawing attention to certain items he might be
interested in, the letter only explains what he can already see, that there is a
wide selection of watches in the catalogue covering the full range of market
prices. In addition, the writer goes on unnecessarily to explain which
countries the company sells to, to give its history, and to quote its rather
unimpressive motto.

Dear Mr Arrand

Thank you very much for your enquiry of 5 November which we received
today. We often receive enquiries from large stores and always welcome
them, particularly at this time of the year when we know that you will be
buying in stock for Christmas.

We have enclosed our winter catalogue and are sure you will be extremely
24
impressed by our wide range of watches. You will see that they include
ranges for men, women, and children, with prices that should suit all your
customers, from watches costing only a few pounds to those in the luxury
bracket priced at several hundred pounds. But whatever price bracket you
are interested in, we guarantee all our products for two years.

Enclosed you will also find our price list giving full details of prices to
London (inclusive of cost, insurance, and freight) and explaining our
discounts, which we think you will find very generous and which we hope
you will take full advantage of.

We are always available to offer you further information about our

products and can promise you personal attention whenever you require it.
This service is given to all our customers throughout the world, and as you
probably know, we deal with countries from the Far East to Europe and Latin
America. This fact alone bears out our reputation, which has been
established for more than a hundred years and has made our motto 'Time
for everyone' - familiar worldwide.

Once again, may we thank you for your enquiry and say that we look
forward to hearing from you in the near future?

Yours sincerely

25
b. Too short

There are a number of problems with this letter:

1. It should have begun Dear Mr Arrand and ended Yours sincerely as the writer
knew Mr Arrand's name from his letter of enquiry.

2. Neither the date nor the reference number of the enquiry is quoted.

3. Ideally, a catalogue should be enclosed with a reply to an enquiry about a

company's products or indication of a website if the company has one.

4. When a catalogue is sent, attention should be drawn to items which might

be of particular interest to the enquirer. New products should
also be pointed out.

5. A price list should be included if prices are not given in the catalogue. Any
discounts should be quoted and, if possible, delivery dates.

Dear Sir

Thank you for your enquiry. We have a wide selection of watches which we
are sure you will like. We will be sending a catalogue soon.

Yours faithfully

26
c. The right length

Here is a more suitable letter. It is neither too short nor too long. It provides all
the relevant information Mr Arrand might need, and draws his attention to
some specific products which may be of interest to him.

Dear Mr Arrand

Thank you for your enquiry of 5 November.

We enclose our winter catalogue, and a price list giving details of GIF
London prices, discounts, and delivery dates.

Though you will see we offer a wide selection of watches, may we draw
your attention to pp. 23-28, and pp. 31-36, where there are styles we think
might suit the market you describe? On page 25 you will find our latest
designs in pendant watches, which are already selling well.

All our products are fully guaranteed, and backed by our worldwide
reputation.

If you need any further information, please contact us. We look forward
to hearing from you soon.
Yours sincerely

27
2. Order and Sequence

As well as containing the right amount of information, your letter should

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

28
a. Unclear sequence

This letter is difficult to understand because there is no clear sequence or

logical order.

Dear Sir / Madam

We are interested in your security systems. We would like to know more

about the prices and discounts you offer.

A business associate of ours, DMS (Wholesalers) Ltd, mentioned your name

to us and showed us a catalogue. They were impressed with the security
system you installed for them, so we are writing to you about it. Do you give
guarantees with the installations?

In your catalogue we saw the Secure 15 which looks as though it might suit
our purposes. DMS had the Secure 18 installed, but as we mentioned, they
are wholesalers, while we are a chain of stores. We would like something
that can prevent robbery and shoplifting, so the Secure 15 might suit us.

How long would it take to install a system that would serve all
departments? Could you send an inspector or adviser to see us soon?

If you can offer competitive prices and guarantees we would put your
system in all our outlets, but initially we would only install the system in
our main branch.

We would like to make a decision on this soon, so we would appreciate

an early reply.

Yours faithfully
b. Clear sequence

Here is a better version of the same letter, in which the ideas and
information are in a logical order.
29
Dear Mr Jarry

We are a chain of retail stores and are looking for an efficient security
system. You were recommended to us by our associates, DMS (Wholesalers)
Ltd, for whom you recently installed the Secure 18 alarm system.

We need a system which would give us comprehensive protection against

robbery and shoplifting throughout all departments, and the Secure 15
featured in your current catalogue would appear to suit us. However, it
would be helpful if one of your representatives could visit us so that we can
discuss details of the available systems.

Initially we would test the system we select in our main branch, and, if it
proves satisfactory, install it throughout our other branches. Our choice
would, of course, be influenced by a competitive quotation and full
guarantees for maintenance and service.

Please reply as soon as possible as we would like to make a decision within

the next few months.

Yours sincerely

30
3. Planning

The way to make sure you include the right amount of information, and in the
right order, is by planning. Ask yourself what the purpose of the letter is, and
what response you would like to receive. Note down everything you want to
include before you start writing, then read your notes to check that you have
included all the necessary information, that it is relevant, and that you have
put it in the right order.

1st para. Acknowledge enquiry

2nd para. Enclose catalogue, price list
3rd para. Draw attention to watches suitable for Arrand, and
latest designs
th
4 para. Mention guarantees and

reputation
th
5 para. Encourage further contact

a. First paragraph

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

31
 will find a catalogue illustrating our wide range of products currently used in
factories and offices throughout the world.

b. Middle paragraph

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

c. Final paragraph

At the end of your letter, if it is a reply and you have not done so at the
beginning, you should thank your correspondent for writing. If appropriate,
encourage further enquiries or correspondence, mentioning that you look
forward to hearing from him or her soon. You may want to restate, briefly, one
or two of the most important points you made in the main part of your letter.
Here are some examples of final paragraphs.
- Once again thank you for writing to us. Please contact us if you would like any
further information. To summarize: all prices are quoted CIF Yokohama,
delivery would be six weeks from receipt of order, and payment should be
made by bank draft. I look forward to hearing from you soon. I hope I have
covered all the questions you asked, but please contact me if there are any
other details you require. If you would like to place an order, may I suggest
that you do so before the end of this month so that it can be met in good time
for the start of the summer season? I hope to hear from you in the near
future.
- We are confident that you have made the right choice as this line is a leading
seller. If there is any advice or further information you need, we would be
32
 happy to supply it, and look forward to hearing from you.

4. Style and language

a. Simplicity

Commercial correspondence often suffers from an old-fashioned, pompous

style of English which complicates the message and gives readers the feeling
that they are reading something written in an unfamiliar language. In this
letter, all the writer is trying to do is explain why he delayed paying his account
but, because of the style, it is too long and is difficult to understand.

Here is a simpler version of the letter. Mr Aldine will be satisfied with it

because it tells him - simply and clearly - what he wants to know. First, his
customer uses his name. Second, he has apologized. Third, Mr Aldine knows his
was not the only account that was not paid when due, and knows why. Finally,
he has his cheque.

Dear Mr Aldine

I am replying to your letter of 15 July asking us to clear our June balance.

I apologize for not settling the account sooner, but due to the unfortunate death
of Mr Noel, our Accountant, there have been delays in settling all of our
outstanding balances.

Please find enclosed our cheque for £2,120, and accept our apologies for any
inconvenience.
Yours sincerely

b. Courtesy
33
Your style should not, however, be so simple that it becomes rude. Here is an
example of a letter that is too short and simple.

Dear Mr Rohn

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

In the version of the same letter, notice the stylistic devices that are used to
make it more polite: complex sentences, joined by conjunctions, rather than
short sentences (e.g. ... the balance of £1,194, which has been outstanding...
rather than.. .your debt of £1,994. This should have been cleared...); the use of
full rather than abbreviated forms (e.g. I shall have to consider... rather than
We'll sue … ) and the use of passive forms and indirect language that avoids
sounding aggressive (e.g.... for the account to be settled… rather than... if you
do not clear your debt...).

Dear Mr Rohn

I refer to our previous letter sent on 10 October in which you were asked to
clear the balance of £1,994 on your account, which has been outstanding
since July. As there has been no reply, I shall have to consider handing over
the matter to our solicitors.

However, I am reluctant to do this and am offering a further ten days for the
account to be settled.
Yours sincerely

34
5. Clarity

Your correspondent must be able to understand what you have written.

Confusion in correspondence often arises through a lack of thought and
care, and there are a number of ways in which this can happen.

35
a. Abbreviations and initials

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

b. Number

We saw on page 8 that the use of figures instead of words for dates can
create problems.

Numerical expressions can also cause confusion. For example, the decimal
point in British and American usage is a full stop, but a comma is used in
most continental European countries, so that a British or American person
would write 4.255 where a French person would write 4,255 (which to a
British or American person would mean/our thousand two hundred and
fifty-five}.
If there is the possibility of confusion, write the expression in both figures and
words, e.g. £10,575.90 (ten thousand five hundred and seventy-five pounds,
ninety pence).

36
c. Prepositions

Special care should be taken when using prepositions. There is a big difference
between The price has been increased to £450.00, The price has been increased by
£450.00, and The price has been increased from £450.00.

6. Accuracy

a. Spelling

Careless mistakes in a letter can give readers a bad impression. Spelling,

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

37
b. Title, names, and addresses

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

c. References

When replying to a letter, fax, or email, quote all references accurately so

that it is immediately clear to your reader what you are writing about.

d. Prices, measurements, etc.

Special care should be taken when quoting prices or giving specifications

such as measurements or weights. Quoting these incorrectly can cause
serious misunderstandings.

e. Enclosures and attactments

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

38
39
PART II. Helpful Expressions

1. Starting the reference, explaining the reason for writing

- With reference to ...................
- In reply to ...................
- I would like to thank you for ...................
- I am writing to apply/ inform / request ...................

2. Acknowledging
- We acknowledge (with thanks) the receipt of ...................
- We have received your offer ................... for which we thank you.
- We would like to thank you for ...................
- We are pleased to receive ………………………….

3. Requesting
- We would be grateful / obliged if you could ...................
- We would (highly) appreciate it if you could ...................
- Could / would you please ................... ? (More informal)
- I shall be glad if you will ...................
- We shall be pleased if you can / will …
- It would be helpful if you can …

4. Thanking, informing
- Thank you for ...................
- We were very pleased to inform you that
- We have much pleasure in informing about

5. Enclosing documents
- We have pleasure in enclosing ...................

40
 - We are enclosing a catalogue ...
- Pleased find enclosed/attached ...................
- We have enclosed our price list ...................
- From the enclosed/attached …

6. Apologizing and expressing regret

- We regret our inability to ...................
- We are regretful that we shall not be able to ...................
- I regret that I cannot ...................
- I am afraid that ...................
- We are sorry that ...................
- Please accept our many apologies for
- We would apologize for

7. Expressing urgency
- Would you please place your order
- ................... at your earliest convenience.
- ................... without delay/ at the minimum of delay.
- ................... as soon as possible.
- .................. prompt/promptly.
- .................. immediately.

41
8. Confirming
- I am pleased to confirm that ...................
- I confirm that ...................

9. Emphasizing

- We would like to draw your attention to...................

- Would you please note that...................

- We would like to stress the importance of ...................

- We would point out the ...................

10. Ending the letter

- I look forward to seeing / meeting you ...................

- Finally, I would like to thank /remind you ...................

- Once again, we thank you for your ................... and look forward to
your early reply.

42
PART III. Exercises

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

II. Rewrite the following request for payment in a more polite form.

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

III. Below is the reply to the letter in Exercise II. It was opened by Mr
Lancaster's secretary, who saw straight away that the letter is wordy
and contains a lot of irrelevant information. Pretend you are the

43
secretary and write Mr Lancaster an email summarizing the letter's
contents. Try to make your summary no longer than seventy-five words.

Dear Mr Lancaster
I am writing to you in reply to your letter dated 9 May, which we received
on 10 May, in which you reminded us of our outstanding balance, which
now amounts to the sum total of £567.00.
I should like to offer my humblest apologies for our failure either to settle
the account, or to reply to your two previous communications. However, I
feel that I must explain the cause. We have been the unfortunate victims of a
tragedy. Two months ago, our premises were
almost completely destroyed by fire. Although I am happy to report that we
sustained no casualties, all our records, stock, orders ready for despatch
and so on, were consumed by the flames.
Now, at last, our fortunes are beginning to rise again, and our insurance
company will shortly be releasing funds to facilitate our recovery. Let me
assure you that you will be remunerated in full as soon as possible. In the
interim, I would be grateful if you would accept a small sum towards the
settlement of our account, with my personal promise that the remaining
amount will be forwarded to you as soon as it becomes available.
Please find enclosed a cheque for the sum of £55.00, and once again, I beg
you to accept my deepest apologies for any inconvenience caused.
Yours sincerely
T.D. Games (Mr)
IV. Vietnamese - English Translation

1. Phúc đáp thư hỏi hàng của quý ngài đề ngày 20/6, chúng tôi xin thông
báo để quý ngài rõ rằng số hàng mà quý ngài muốn mua hiện đã hết.

2. Chúng tôi sẽ đánh giá cao nếu như quý ngài có thể dành cho chúng tôi
mức chiết khấu trả sớm là 5% cho lô hàng này.

44
3. Chúng tôi sẽ biết ơn nếu quý ngài có thể sớm xác nhận cho chúng tôi
ngày giao hàng để chúng tôi tiện sắp xếp việc nhận hàng.

4. Chúng tôi vui mừng thông báo cho quý ngài biết rằng những sản phẩm
mà quý ngài hỏi mua hiện có sẵn trong kho.

5. Chúng tôi hân hạnh thông báo với quý ngài rằng những tài liệu chào hàng
đó đã được gửi đi ngày hôm qua cho quý ngài bằng đường thư riêng.

6. Theo yêu cầu, chúng tôi đã gửi bằng bưu kiện những mẫu hàng này để
quý ngài có thể kiểm tra chất lượng của chúng.

7. Chúng tôi xin gửi kèm tờ quảng cáo và bảng giá mới nhất cho mặt hàng
A1 và A2 của chúng tôi.

8. Xin quý ngài hãy xem thư báo giá gửi kèm theo đây, báo theo giá CIF
cảng Sài Gòn.

9. Chúng tôi rất lấy làm tiếc là chúng tôi không thể chiết khấu số lượng
15% cho đơn hàng này được vì giá đã báo chỉ để lại cho chúng tôi mức
lợi nhuận nhỏ.

10. Nếu quý ngài có yêu cầu khác, xin hãy liên hệ với chúng tôi bằng E-mail
hoặc Fax càng sớm càng tốt.

11. Chúng tôi sẵn sàng làm hết sức mình để có cơ hội được phục vụ quý
ngài.

12. Chúng tôi muốn quý ngài chú ý tới chất lượng cao cũng như giá cả phải
chăng của những sản phẩm này.

13. Chúng tôi xin nhấn mạnh tầm quan trọng của việc giao hàng đúng hạn
vì lô hàng này là để chúng tôi bán vào dip Nô-en tới.

14. Chúng tôi thành thực xin lỗi quý ngài về những phiền hà mà quý ngài đã
phải gánh chiu do những sơ suất mà chúng tôi gây ra.

45
15. Chúng tôi mong sớm nhận được đặt hàng chính thức của quý ngài và hy
vọng quý ngài sẽ không để lỡ cơ hội tuyệt vời này.

46
IV. Letter-writing
Công Ty trách nhiệm hữu hạn Dệt Thành Công (Thành Công Knitting Co.,
Ltd.), đia chỉ 24, đường Cách Mạng Tháng Tám, quận Tân Bình, Thành phố
Hồ Chí Minh. Điện thoại và Fax: 84-8-8.348432 đã nhận được đơn đặt hàng
đầu tiên đề ngày 30/8/20-- đặt mua quần áo may sẵn của công ty
GLASTON-GARMENTS Ltd. (Đia chỉ: Clayfield, Burnley BB10 1RQ,
Texas, USA). Vì đây là đơn hàng đầu tiên của GLASTON với Thành Công
nên anh/chi hãy viết một bức thư cảm ơn gửi đến ông Mike Kleven, giám
đốc điều hành của GLASTON với nội dung như sau:
1. Thành Công xác nhận đã nhận được và xin cám ơn thư đặt hàng của
GLASTON số MN 123.
2. Thành Công hoàn toàn chấp nhận những điều khoản và điều kiện nêu
trong đơn hàng nói trên và xin gửi kèm theo lá thư này thông báo giao
hàng chi tiết để GLASTON chủ động sắp xếp việc nhận hàng.
3. Thành Công xin cám ơn về cơ hội mà GLASTON đã dành cho mình phục
vụ hàng hóa mà GLASTON cần và hy vọng chất lượng cao cùng với mẫu
mã hợp thời trang của chuyến hàng này sẽ làm GLASTON hoàn toàn hài
lòng.
4. Thành Công mong rằng đơn hàng này sẽ dẫn tới nhiều quan hệ buôn bán
tốt đẹp giữa hai bên trong tương lai.
Chú ý:
* Tham chiếu của GLASTON: MK/ rp-ON123
* Người ký thư: Tổng giám đốc: bà Nguyễn Lan Anh.
* Ngày viết: 7/9/20--
* Anh/Chi có thể thêm những chi tiết cần thiết để bức thư trên đầy đủ và
thuyết phục hơn.

CHAPTER 3: ENQUIRIES and REPLIES

47
PARTS OF AN ENQUIRY

1. Telling the supplier how you obtained your potential supplier’s name.

2. Introducing to your supplier what sort of firm you are.

3. Indicating the state of the market.

4. Asking for information (catalogues, pricelists, prospectus, samples,

patterns …)

5. Suggesting terms, methods of payment, discounts.

6. Hoping for an early offer/ quotation/ reply

PARTS OF A REPLY TO AN ENQUIRY

1. Express thanks to the enquiry.

2. Confirm that you can help.

3. Enclose requested documents (pricelist, quotation, catalogue, sales

literatures, samples, ….)

4. Promise to favour the customers.

5. Add your favourable comments on the goods sold.

6. Express regret (if any), offer an alternative (if any).

7. Hope for an order.

48
PART I. Sample letters

1. Reply to an advertisement

(The customer is replying to an advertisement for CDs in a trade journal)

Dear Sir/ Madam

We are a large music store in the center of Poitiers and would like to know
more about the re-writable and recordable CDs you advertised in this
month’s edition of “Hi Fi News”.

Could you tell us if the CDs are leading brand names, or made by small
independent companies, and whether they would be suitable for domestic
recording? It would also be helpful if you could send us some samples. If
they are of the standard we require, we will place a substantial order. We
would also like to know if you offer any trade discounts.

We look forward to receiving your early reply.

Yours faithfully

(signed)

P.Gerard (M.)

Manager

49
Comprehension questions

1. Why does M. Gerard say We are a large music store?

2. How did he hear about the CDs?

3. What requirements does he suggest must be met before he will place an

order?

4. What does the word substantial in the letter mean?

5. What concession does he ask for?

50
2. Reply to a request for catalogues and samples

Dear Mr. Gerard

Thank you for your inquiry of 12 May in which you asked about the CDs we
advertised in this month’s edition of “HiFi News”.

I can confirm that they are of high quality, and suitable for domestic
recording. They are ‘Kolby’ products, which is a brand name you will
certainly recognize, and the reason their prices are so competitive is that
they are part of a consignment of bankrupt stock that was offered to us.

Because of their low price, and the small profit margin, we will not be
offering any trade discounts on this consignment. But we sell a wide range
of electronic and computer products and have enclosed a price-list giving
you details of trade, quantity, and cash discounts.

We have sent, by separate post, samples of the advertised CDs and other
brands we stock, and would urge you to place an order as soon as possible
as there has been a huge response to our advertisement.

We would like to thank you for your interest and look forward to receiving
your early order.

Yours sincerely

(signed)

(Herr) R. Gerlach

Sales Director

Encl. price-list
Comprehension questions

1. What references does Herr Gerlach quote?

51
2. Why are the CDs being sold cheaply?

3. Does he offer any discounts on the advertised goods?

4. What other material has he sent to Disc S.A.?

5. Can Disc S.A. order whenever they want to?

52
3. Enquiry from a retailer to a foreign manufacturer

Dear Sir/ Madam

We are a chain of retailers based in Birmingham and are looking for a

manufacturer who can supply us with a wide range of sweaters for the men’s
leisurewear market. We were impressed by the selection of sweaters that
were displayed on your stand at the “Menswear Exhibition” that was held
in Hamburg last month.

As we usually place very large orders, we would expect a quantity discount

in addition to a 20% trade discount off net list prices. Our terms of payment
are normally 30-day bill of exchange, documents against acceptance (D/A).

If these conditions interest you, and you can meet orders of over 500
garments at one time, please send us your current catalogue and price-list.

We hope to hear from you soon.

Yours faithfully

Peter Crane (Mr.)

Chief Buyer

F. Lynch & Co. Ltd

53
Comprehension questions

1. What expression does Peter Crane use to indicate that Lynch & Co. is a
large company?

2. What market is Lynch & Co. interested in?

3. Where did Lynch & Co. get to know about Satex?

4. What kinds of discounts are they asking for?

5. How would payment be made?

54
4. Reply to the general enquiry in which the buyer asked for certain
concessions

Dear Mr. Crane

We were pleased to receive your inquiry, and to hear that you liked our
range of sweaters. We can confirm that there would certainly be no trouble
in supplying you from our wide selection of garments.

We can offer you a quantity discount, which would be 5% off net prices for
orders over £2,000, but the usual allowance for a trade discount in Italy is
15%, and we always deal on payment by sight draft, cash against
documents. However, we would be prepared to review this once we have
established a firm trading association with you.

Enclosed you will find our summer catalogue and price-list quoting prices
CIF London. We are sure you will find a ready sale for our products in
England, as have other retailers throughout Europe and America, and we
do hope we can reach agreement on the terms quoted.

Thank you for your interest. We look forward to hearing from you soon.

Yours sincerely

D. Causio (Sig.)

Sales Director

Encl. + 01 Catalogue

+ 01 Price List
Comprehension questions

1. Does Sig. Causio agree to all Mr. Crane’s requests concerning discounts?

2. What method of payment does he ask for?

55
3. What does he suggest about the method of payment in the future?

4. What is enclosed with the letter?

5. How does Sig. Causio indicate that his company deals internationally?

56
5. Reply to a request for a catalogue and pricelist

Dear Ms Lowe

We were pleased to receive your enquiry today, and are enclosing the
catalogue and price list you asked for.

You will see that we can offer a wide selection of dinner and tea services
ranging from the rugged ‘Greystone’ earthenware breakfast sets to the
delicate ‘Ming’ bone china dinner service. You can choose from more than
fifty designs, which includes the elegance of ‘Wedgwood’, the delicate
pattern of ‘Willow’, and the richness of ‘Brownstone’ glaze.

We would very much like to add your clients to our worldwide list of
customers, and could promise them an excellent product with a first-class
service. We would be glad to accept orders for any number of pieces, and
can mix sets if required.

You will see that our prices are quoted CIF to Eastern Canadian seaboard
ports and we are offering a special 10% discount off all net prices, with
delivery within three weeks from receipt of order.

If there is any further information you need, please contact us, or go to our
website at the address above. Once again thank you for your enquiry.

Yours sincerely,

(signed)

J. Merton (Mr.)

Sales Manager

57
Encl. + 01 Catalogue

+ 01 Price List

Registered No.716481

VAT Registered No. 133 53431 08

Comprehension questions

1. How does Mr Merton draw attention to his company’s many products?

2. How does he imply that his company has an international reputation?

3. What terms for delivery do Glaston Potteries quote?

4. How does he encourage further enquiries?

5. Which words in the letter have a similar meaning to the following?

a. range

b. select

c. time when order received

58
PART II. Vocabulary

Appreciate: đánh giá cao, hoan nghênh

Bill of exchange: hối phiếu
Cash against documents: thanh toán theo chứng từ
CIF – Cost, insurance and freight (… tiền hàng, phí bảo hiểm và cước phí
named port of destination): (… cảng đến qui đinh)
Consignment: lô hàng
Enclose: gửi kèm
Enquiry (inquiry): thư hỏi hàng
Estimate: bảng ước giá
Hesitate: ngần ngại, do dự
Invoice: hóa đơn
Manufacturer: nhà sản xuất
Place an order: đặt hàng
Pricelist: bảng giá
Quantity discount: chiết khấu số lượng
Quotation: bảng báo giá
Request: yêu cầu
Retailer: nhà bán lẻ, người bán lẻ
Sample: hàng mẫu
Sight draft: hối phiếu trả ngay
Trade discount: chiết khấu thương mại
PART III. Business expressions

1. It would also be helpful if you Hơn nữa sẽ thật hữu ích nếu quý
could send us some samples. ngài gửi cho chúng tôi một số mẫu
hàng.
2. If they are of the standard we Nếu chúng đáp ứng được chuẩn
require, we will place a substantial chúng tôi yêu cầu, chúng tôi sẽ đặt
order. một đơn hàng lớn.
3. We look forward to receiving your Chúng tôi mong các ngài trả lời

59
 early reply. sớm.
4. Thank you for your inquiry of 12 Chúng tôi xin cám ơn thư hỏi hàng
May for ..... của các ngài đề ngày 12 tháng 5 hỏi
mua ……
5. We would also like to know if you Chúng tôi muốn biết liệu các ngài
offer any trade discounts. có chiết khấu thương mại không.

6. We are looking for a manufacturer Chúng tôi đang tìm một nhà sản
who can supply us with a wide xuất có thể cung cấp cho chúng tôi
range of sweaters for the teenage nhiều chủng loại áo len cho thị
market. trường khách hàng thiếu niên.
7. Please quote us your price on CIF Đề nghị các ngài báo giá cho chúng
London basis. tôi theo điều kiện CIF Luân Đôn.
8. If there is any further information Nếu quý ngài cần thêm thông tin,
you need, please contact us, or go xin vui lòng liên hệ chúng tôi, hoặc
to our website at the address vào website của chúng tôi theo địa
above. chỉ trên.
9. If you can meet orders of over 500 Nếu các ngài có thể đáp ứng được
garments at one time, please send các đơn hàng trên 500 bộ cùng một
us your current catalogue and lúc, xin vui lòng gửi cho chúng tôi
price-list. ca-ta-lo và bảng giá hiện hành.

10. May I know what particular line Tôi muốn biết mặt hàng cụ thể nào
you are interested in this range? các ngài muốn mua trong loạt hàng
này?

60
PART IV. Exercises

I. Fill in the blanks with the appropriate words or phrases.

1.

Dear Sirs

Thank you for your (1)................... of 1st Dec. for Ladies’ woolens.

We have much pleasure in sending you (2)................... a fairly full collection

of our (3)................... and best selling designs and hope some of them will
(4)................... you.

We would like to (5)................... to our exclusive quality “Gold Ring” which

has been an outstanding success. We believe that it represents the best
(6)................... for money in this type of goods and we are sure that you will
find it sells well indeed.

If the range of (7)................... we have selected does not contain anything

you want, please do not (8)................... to let us know your exact
(9)...................

We look forward to your (10)................... which will have our best attention.

Yours faithfully

2.

Dear Sirs

61
We thank you for your (1)................... of 20th Dec. for samples and a pattern
card of floor coverings. We have today sent by air a range of
(2)..................., specially selected for their hard wearing quality but regret
we do not have the (3)................... you require. For the purpose mentioned
we (4)................... quality No. 5 which is specially made to (5)...................
to the wear and tear of rough and uneven surfaces.

We invite you (6)................... the samples and are confident that they will
(7)...................

Meanwhile we (8)................... a copy of our pricelist and (9)................... of

trade, and look forward (10)................... from you.

Yours faithfully

62
3.

Dear M. Morreau

Thank you for your (1)................... of 27th June in which you expressed an
interest in relating a selection of our products in your shops in France.

Please find (2)................... our current brochure and price list.

(3)................... for a 20% trade discount, we regret that we cannot

(4)................... more than 15%. However, we do give a 5% quantity discount
on (5)................... for over £10,000. We are sure that you will agree that
these terms are highly (6)...................

We are confident that we can (7)................... within two months as you

require, but wish to emphasize that (8)................... will have to be by sight
draft until we have (9)................... a business relationship.

Thank you for your (10)................... and we hope to hear from you soon.

Yours sincerely

Glaston Pottiers Ltd

(signed)

Sales managers

63
II. Matching

Match the word in column A with the definition in column B

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

A. Sort out the jumbled words below to make sentences typical of

business correspondence. Add capital letters and punctuation as
necessary.

1. offer/ do/ you/ large/ a/ orders/ discounts/ on

2. details/ of/ can/ you/ prices/ please/ me/ send/ your

3. after-sales/ do/ an/ offer/ you/ service

64
4. guaranteed/ are/ for/ how/ goods/ long/ the

5. goods/ can/ how/ delivered/ soon/ the/ be

6. terms/ what/ payment/ your/ of/ are

7. can/ buy/ where/ the/ I/ goods

8. you/ do/ what/ quantity/ discounts/ sort/ offer/ of

9. can/ send/ mail/ please/ your/ by/ me/ you/ express/ catalogue

B. Rewrite/ Complete the following sentences so that they have a similar

meaning to the one above, but are more suitable for formal business
correspondence.

1. ‘Ask them for a cash discount.’

=> Could you ..................................................................................................

2. ‘Ask Schmidt to send us their catalogue and a price list.’

=> Could you ..................................................................................................

3. ‘We’re going to give them a big order, so find out if they allow quantity
discounts.’

=> As we intend to place a substantial order ..................................................

4. ‘If they can’t deliver the goods before Friday, tell Larousse to email us.’

=> Please could you ........................................................................................

5. ‘It would be a lot of help if they could send some samples.’

=> We would appreciate .................................................................................

6. ‘Say that we’d like Andover to send someone here to give us an estimate.’

=> We would be grateful if ..............................................................................

65
7. ‘Say we’d like to see a demonstration of both models.’

=> We would be interested ..............................................................................

8. ‘Find out if Weston’s will let us have twenty units on approval.’

=> Would you be .............................................................................................

9. ‘Ask when he will let us have the cheque.’`

=> I am writing to enquire ..............................................................................

10. ‘Say our suppliers generally let us settle by monthly statement.’

=> As a rule .....................................................................................................

66
IV. Translation

A. English - Vietnamese Translation

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

2. We have seen your advertisement in the latest issue of the “Agriculture”

3. We have learned your name and address by the introduction of the

Japanese Embassy, who has advised us that you are the sole exporter of
…

4. We are interested in the purchase of your range of … advertised in … and

would like to know if…

5. Our company is one of the main producers of… in Vietnam

6. We would like to take this opportunity to introduce ourselves as one of

the leading trading companies dealing in all kinds of material for textiles
industry.

7. There is a brisk demand here for high- quality T-shirts of the type you
manufacture now.

8. At the moment, we are in the market for… and we shall be glad if you
will quote us…

9. We would be glad to receive specifications of your new personal

computer IPC, together with your current export price list and
particulars of shipment.

10. We shall be obliged if you will send us the prospectus, quote your latest
price and state the time of delivery with your most favorable terms of
payment.

B. Vietnamese - English Translation

1. Thông thường chúng tôi được hưởng 10% chiết khấu thương mại cùng
với chiết khấu số lượng cho các đơn hàng trên 1000 chiếc.

67
2. Trường hợp chúng tôi thanh toán tiền hàng sớm theo điều kiện thanh toán
khi giao hàng, quý ngài có thể dành cho chúng tôi mức chiết khấu trả
sớm là bao nhiêu?

3. Triển vọng bán hàng quần áo may sẵn của quí ngài tại thi trưòng này là
đầy hứa hẹn, chúng tôi mong sớm nhận được thư báo giá và bìa mẫu
hàng của các ngài.

4. Chúng tôi mong sớm nhận được chào hàng của quý ngài và hy vọng rằng
trong tương lai mối quan hệ làm ăn của chúng ta sẽ tốt đẹp.

5. Nhờ đoàn đại biểu thương mại Nhật Bản ở Hà Nội mà chúng tôi được
biết đia chỉ của các ngài.

6. Chúng tôi mong các ngài trả lời sớm.

7. Chúng tôi muốn mua chè, xuất xứ Việt Nam, giao hàng ngay.

8. Chúng tôi chắc chắn rằng các ngài sẽ thấy mặt hàng này bán chạy thật sự.

9. Chúng tôi rất vui mừng gửi kèm theo cho các ngài một bộ khá đầy đủ các
kiểu mới nhất và bán chạy nhất của chúng tôi.

10. Chúng tôi vui mừng báo cho các ngài biết rằng hôm nay chúng tôi đã
gửi cho các ngài bằng bưu kiện những mẫu sau.

68
V. Letter-writing

1. Anh (Chi) là Trưởng phòng kinh doanh của công ty Red Spot Computers,
một hệ thống đại lý bán máy tính cỡ trung tại Việt Nam, có nhiều đia điểm
bán hàng lớn nằm ở khu vực thương mại và giáo dục. Qua quảng cáo trên số
phát hành tháng Tư của tờ Laptop Users’ Journal, anh (chi) biết một loại
máy tính mới có tên là ZX99 được chế tạo ở Anh, đang có bán ở đó và được
công ty Kingston Corporation độc quyền phân phối. Máy ZX99 là loại máy
tính xách tay cao cấp nhất với đặc điểm là có thể giao tiếp dễ dàng với các
loại máy tính khác.

Anh (Chi) biết là loại máy này sẽ thu hút sự quan tâm của khách hàng và
nhu cầu sẽ rất lớn nếu máy này được nhiều người biết đến.

Anh (Chi) hãy viết thư cho Giám đốc điều hành của công ty Kingston
Corporation để hỏi về việc xin làm đại lý. Anh (Chi) cần có thêm thông tin
về máy tính đó gồm các tài liệu chào hàng (sales literature), tờ hướng dẫn,
ca-ta-lo và bảng giá bán sỉ.

69
2. Read this email from Gerd Busch, Marketing Manager of Busch AG, to
his PA. Imagine you are the PA and use the information he gives to write a
letter replying to Anne Croft of Shape-up Fitness Centres on Herr Busch’s
behalf.

Birgit

Please reply to this letter. Send Ms Croft a catalogue and price list (tell her
that all prices are quoted CIF London). Also mention the following:

- 5-year guarantee on all our equipment

- Highest-quality materials used

- No credit term (our prices highly competitive due to small profit

margins)

- 5% quantity discount off net prices on orders over €5,000

Encourage her to contact us again.

Thanks

Gerd Busch

14 May 20--

70
CHAPTER 4: QUOTATIONS

PARTS OF A QUOTATION

1. Expressing your thanks for the enquiry

2. Giving details of prices (stating clearly terms of delivery: FOB, CFR,

CIF), discounts and terms of payment

3. Specifying the date of delivery

4. Hoping for early order

A quotation is a promise to supply goods on the terms stated. The

prospective buyer is under no obligation to buy the goods for which a
quotation is requested, and suppliers will not normally risk their reputations
by quoting for goods they cannot or do not intend to supply. A satisfactory
quotation will include the following:

 An expression of thanks for the enquiry

 Details of prices, discounts and terms of payment

 Clear indication of what the prices cover, e.g. packing, carriage,

insurance

 An undertaking as to date of delivery

 The period for which the quotation is valid

 An expression of hope that the quotation will be accepted.

71
PART I. Sample letters

1. Quotation for aquatite rainwear

Dear Mr. ...

We were pleased to learn from your letter of 15 June of the enquiries you
have received for our raincoats.

Our AQUATITE range is particularly suitable for warm climates, and

during the past year we have supplied this range to dealers in several
tropical countries. We have already had repeat orders from many of them.
This range is popular not only because of its light weight, but also because
the material used has been specially treated to prevent excessive
condensation on the inside surface.

We are pleased to quote as follows:

Item Size Quantity Unit Total

Price amount
AQUATITE coats medium 100 $7.50 750.00
men’s
AQUATITE coats small -do- $6.80 680.00
men’s
AQUATITE coats medium -do- $6.00 600.00
women’s
AQUATITE coats small -do- $5.40 540.00
women’s
2,570.00
Less 33 1/3 %Trade Discount 856.66
Net Price 1,713.34
Freight (London to Alexandria) 86.00
Insurance 22.50
TOTAL 1,812.84
72
Terms: 2½ % one month from the date of invoice

Shipment: within 3-4 weeks of receiving order.

For acceptance within one month.

We feel you may be interested in some of our other products, and enclose
descriptive booklets and a supply of sales literature for distribution among
your customers.

We hope to receive your order soon.

Yours sincerely
Comprehension questions

1. Where are AQUATITE products popular?

2. What are AQUATITE’s selling points?

3. How much is one medium-size AQUATITE coat for women?

4. When will the goods be dispatched?

5. What will be enclosed with the letter?

73
2. Quotations for printing paper

Dear Mr. …

We thank you for your enquiry of yesterday and, as requested, enclose

samples of different qualities of paper suitable for poster work.

We are pleased to quote our Printing Paper as follows:

Quality Colour Unit Price per kg

A1 White $1.21
A2 White $1.15
A3 White $1.10
These prices include delivery at your works.

All these papers are of good quality and quite suitable for poster work. We
guarantee that they will not discolour when pasted.

We can promise delivery within one week from receiving your order, and
hope you will find both samples and prices satisfactory.

Yours sincerely
Comprehension questions

1. When was the enquiry made?

2. What were asked to be enclosed?

3. What are the unit prices?

4. What should be noted about the quality of the paper?

5. When can they deliver the goods?

74
3. Quotation for Powerboats

Dear Mr. …

Thank you for your enquiry dated 7 July 20-- about our PB 5000 30-foot
SunVoyager Powerboats, in which you asked us to give you our best CIF
price for two of these.

The price for two PB 5000 with specifications as in our 20-- catalogue
pages 42 - 45 is USD 179,800 (in words: one seven nine thousand eight
hundred United Dollars), CIF Saigon Port.

If you require the special steel anchors and chains (our catalogue numbers:
5567 and 8876), the total price is USD187, 850.00.

The goods will be ready for shipment in 3 or 4 weeks from the date of your
written order. We pack each PB 500 for export in a 40-foot open top
container. We understand from your freight forwarders that Vietfract have a
scheduled service to Saigon port once a month.

We would appreciate payment by irrevocable Letter of Credit confirmed on

a London bank and valid for 90 (ninety) days from the date of your order.
The prices given in this offer are valid for a period of thirty days from the
date of this fax.

If you require any further information, I shall be pleased to help you.

We look forward to receiving your official order

Yours sincerely

75
Comprehension questions

1. What kind of Powerboats was required?

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

3. When can the goods be dispatched?

4. Which method of payment is required?

5. How long is the period of validity of the prices offered?

76
4. Quotation for sweaters

Dear Mr. Crane

We are pleased to receive your enquiry, and to hear that you liked our range
of sweaters.

There would certainly be no trouble in supplying you from our wide

selection of garments which we make for all age groups.

We can offer you the quantity discount you asked for which would be 5% off
net prices for orders over $2,000, but the usual allowance for a trade
discount in Italy is 15%, and we always deal on payment by sight draft,
cash against documents. However, we would be prepared to review this once
we have established a firm trading association with you.

Enclosed you will find our summer catalogue and price-list quoting prices
c.i.f London.

We are sure you will find a ready sale for our products in England as have
other retailers throughout Europe and America, and we do hope we can
reach an agreement on the terms quoted.

Thank you for your interest, we look forward to hearing from you soon.

Yours sincerely

D. Causio

Encl.

77
Comprehension questions

1. Why is the writer pleased to receive the inquiry?

2. Under what condition would there be a 5% discount?

3. How would they like to be paid?

4. When will they consider offering a 15% trade discount?

5. What are enclosed with the letter?

78
5. Quotation for crockery

Dear Mr. Clarke

Thank you for your enquiry of 18 April for a further supply of our crockery.
We are pleased to quote as follows:

Item Catalogue Number Price

Teacups TC-45 $43.75 per hundred
Tea Saucers TS-46 $36.00 per hundred
Tea Plates TP-47 $36.00 per hundred
Teapots,1-litre TP-48 $2.20 each
These prices are understood FOB Saigon port, including packing, but
packing is charged for, with an allowance for their return in good condition.
We can deliver from stock and will allow you a discount of 5%, but only on
items ordered in quantities of 10,000 or more. In addition, there would be a
cash discount of 2% on total cost of payment within one month from date of
invoice.

We hope you will find these terms satisfactory and look forward to the
pleasure of your order.

Yours sincerely
Comprehension questions
1. How many kinds of crockery are quoted?
2. How much does each tea plate cost?
3. Under what condition would there be a 5% discount?
4. How long would they offer cash discount?
5. When was the enquiry of the crockery made?
PART II. Vocabulary

Allowance: giảm giá/chiết khấu

C.I.F (cost, insurance, and freight): tiền hàng, bảo hiểm, cước phí
Cash against documents: thanh toán theo chứng từ
79
Descriptive booklets: sách mô tả sản phẩm
F.O.B (free on board): giá giao lên tàu
Freight forwarders: công ty/nhân viên giao nhận
Freight: cước phí
Invoice: hóa đơn
Irrevocable Letter of Credit: thư tín dụng không hủy ngang
Net price: giá thực (giá đã trừ chiết khấu)
Price - list: bảng giá
Repeat order(s): đơn đặt hàng đặt lại
Return: tiền lời/doanh lợi
Sales literature: tài liệu chào hàng
Sight draft: hối phiếu trả ngay
Specifications: quy cách hàng hóa/sản phẩm
Trade discount: chiết khấu thương mại

80
PART III. Business expressions

1. Thank you for your enquiry of 18 Cám ơn quý ngài về thư hỏi hàng
April for a further supply of our ngày 18 tháng 4, yêu cầu cung cấp
chinaware. thêm mặt hàng gốm sứ của chúng
tôi.
2. We thank you for your enquiry of Cám ơn quý ngài về lá thư hỏi hàng
yesterday and, as requested, vào ngày hôm qua và theo yêu cầu
enclose samples of different của quý ngài, chúng tôi sẽ gửi kèm
qualities of paper suitable for theo các mẫu giấy với chất lượng
poster work. khác nhau phù hợp cho việc dán áp
phích quảng cáo.
3. Enclosed you will find our Ông có thể tìm thấy ca-ta-lô mùa hè
summer catalogue and price-list và bảng giá c.i.f Luân Đôn được gửi
quoting prices c.i.f London. kèm.
4. There would certainly be no Chắc chắn không có gì trở ngại gì
trouble in supplying you from our trong việc cung cấp cho ông nhiều
wide selection of garments which mẫu hàng may mặc mà chúng tôi
we make for all age groups. sản xuất cho mọi lứa tuổi.
5. The goods will be ready for Hàng sẽ sẵn sàng giao trong vòng 3
shipment in 3 or 4 weeks from the đến 4 tuần kể từ ngày quý khách đặt
date of your written order. hàng.
6. We always deal on payment by Chúng tôi luôn thực hiện việc thanh
sight draft, cash against toán bằng hối phiếu trả ngay, thanh
documents. toán theo chứng từ.
7. We would appreciate payment by Chúng tôi đánh giá cao việc thanh
irrevocable Letter of Credit toán bằng thư tín dụng không hủy
confirmed on a London bank and ngang do ngân hàng Luân Đôn xác
valid for 90 (ninety) days from the nhận và có hiệu lực trong vòng 90
date of your order. ngày kể từ ngày đặt hàng.
81
8. We can deliver from stock and will Chúng tôi có thể giao hàng ngay và
allow you a discount of 5%, but sẽ dành cho quý ngài mức chiết
only on items ordered in quantities khấu 5%, tuy nhiên chỉ áp dụng cho
of 10,000 or more. các mặt hàng đặt số lượng từ
10.000 chiếc trở lên.
9. There would be a cash discount of Chúng tôi sẽ chiết khấu trả sớm 2%
2% on total cost of payment trên tổng chi phí giá trị thanh toán
within one month from date of trong vòng 1 tháng kể từ ngày xuất
invoice. hóa đơn.
10. We would be prepared to review Chúng tôi sẵn sàng xem xét vấn đề
this once we have established a này khi đã thiết lập được mối quan
firm trading association with you. hệ hợp tác kinh doanh bền vững với
ông.

82
PART IV. Exercises

I. Sentence building: Sort out the jumbled words below to make

sentences typical of business correspondence. Add capital letters and
punctuation as necessary.

1. Thank you / our / concerning /inquiry/ displayed / at / your /for / earth-

moving equipment / of / 16 August /the International Farm Machinery
Fair.

2. list /enclosed /and /our /find /current /catalogue /please /price.

3. We/substantial/ are /on /willing /to over /consider /orders /discount/

$300,000.

4. With / to /terms /regards/ payment / of / documents / the / would / by /30-

day/ consider/ against /we payment /bill of exchange/ acceptance

5. Payment /by /would /established /need /relationship /to /be /sight draft
/until /business /we /a /have.

6. As/I/our /price/ requested /you/ current/ am /by /catalogue /sending/

express /and /list /to /mail.

7. I /within /can /confirm /are /fulfill/ orders /unusual /we /three /months/
unless /there /that /specifications.

8. all /normal /machinery /is /three /for /our /against /guaranteed /years
/use.

9. require /we /that /within /are /confident /can /limit /deliver /we /well
/the /two-month time /you.

10. any/me /require /you /contact /if /further/ please /information.

83
II. Words and definitions

Make words from the jumbled letters and match them with the
definitions below:

a. TMINEROC

b. TEN RCIPE

c. RIGACREA ROFDRAW

d. TNQOAOIUT

e. NREDU PATESRAE VREOC

f. SORSG IERPC

g. LTAYOLY NUTCOSID

1. Condition of sale when the customers pay for the transport of the goods.

2. International used term which indicate which price is being quoted to the
customers

3. Price which does not include additional costs such as transport and
insurance.

4. Amount taken off the usual price of goods when they are sold to a regular
customer.

5. In a separate envelope or parcel

6. Price which includes additional costs such as transport and insurance.

7. Price for work to be done or a service to be provided.

84
III. Fill in the blanks with the appropriate words

1. Quotation for potteries

Dear Mrs Croft

Thank you for you enquiry of 14 May (1)........................ our fitness

equipment.

I can (2)........................ that only the highest-quality materials are used in

all our equipment, and this is reflected in our 5-year (3)........................ .

Our prices are highly (4)........................, due to small profit margins, so I

(5)........................ that we can not offer credit (6)......................... However,
we do offer a 5% (7)........................ discount on orders over $5,000.

I have (8)........................ in enclosing our catalogue and a price list. Please

(9)........................ that all prices are quoted CIF London.

If there is any further (10)........................ you need, please contact us .

Once again, thank you for your letter.

Yours sincerely

85
2. Quotation for oven-to-table ware

Dear M. Morrow

Thank you for your (1)……………… of 28 June in which you expressed an

interest in retailing a selection of our products in your shops in Nancy.

Please find (2)……………… our current catalogue and price list. You might
also be interested in visiting our website.

In (3)……………… to your request for a 20% trade discount, we (4)

……………… that we cannot offer more than 15%. However, we do give a
5% (5)……………… discount on orders over $20,000. In comparison with
similar companies in the UK, these terms are extremely (6)……………….
Payment would need to be by sight draft until we have (7)……………… a
business relationship.

Finally, we are confident that we can (8)……………… well within the two-
month time limit you (9)……………….

Thank you for your (10)……………….. We hope to hear from you soon.

Yours sincerely,

J. Merton

Sales Manager

Enc.

86
3. Quotation for delivery vans

Dear Mr. Russell

Thank you for your phone call of Thursday March (1)……………… about
hiring our delivery vans.

My colleague Ms Angela Smith, who took the call, said you were mainly (2)
……………… in 5-ton vehicles like the “Tobor”, so I am (3)………………
our booklet “small truck hire”, giving you details of our (4)……………….
These also appear on our website at www.vanhire.co.uk. You will (5)
……………… that the summer months of June, July, and August are the
least expensive and that we (6)……………… a 20% discount on weekend
hire, starting Saturday at 08.00 and ending Sunday at 20.00.

Our main (7)………………in the UK are in London and Birmingham, but we

also have (8)……………… in France, Germany, and Italy. If you are
thinking of hiring abroad you will (9)………………details on our website.

Please let me know if I can be of (10)……………… help.

Yours sincerely

Michael Craddock

Transport manager

87
IV. Translation

A. English - Vietnamese Translation

Opening

1. We thank you for your enquiry No.103 dated 13 March, 20- and have
pleasure in submitting our estimates as under.

2. In reply to your enquiry of… we are glad to inform you that we are in a
position to supply you the TL20 television sets.

3. Thank you for your enquiry of… but we regret to say that we have run
out of stock of K135 and for K136 we do not expect delivery until later
this month.

Prices, payment and discount

4. We are sending you a copy of our latest price list under separate cover.

5. Because of their low price and the small profit margin we are working on,
we shall not be offering any trade discounts on this consignment.

6. Our usual trade discount is 10%. However, in addition to this, 5%

discount is allowed to the wholesalers provided the minimum order is for
10,000 units.

7. Please note that the above-mentioned prices are FOB Saigon Port
excluding packing.

8. Prices are subject to variation without notice, in accordance with market

fluctuation.

B. Vietnamese - English Translation

1. Chúng tôi không thể giao hàng trong vòng hai tuần khi nhận được đơn
hàng vì chúng tôi phải cần thời gian để chuẩn bi nguyên liệu. Tuy nhiên,

88
 nếu quý ngài dành cho chúng tôi 1 tháng, chúng tôi đảm bảo giao trong
thời gian này.

2. Giá đã báo là giá xuất xưởng nhưng nếu yêu cầu, chúng tôi có thể sắp xếp
việc chuyên chở và bảo hiểm, và trừ khi có quy đinh khác, thanh toán
bằng hối phiếu trả ngay trong vòng 30 ngày trao chứng từ khi chấp nhận
trả tiền.

3. Chúng tôi thường yêu cầu thanh toán bằng hối phiếu trả ngay, trao chứng
từ khi thanh toán. Tuy nhiên chúng tôi sẽ sẵn sàng xem xét lại vấn đề này
một khi chúng ta đã thiết lập một mối quan hệ làm ăn vững chắc.

4. Chúng tôi bán rất nhiều loại cát-sét và đã gửi kèm một bảng giá báo cho
quý ngài chi tiết về chiết khấu thương mại, chiết khấu số lượng và chiết
khấu trả sớm đối với các sản phẩm khác của chúng tôi.

5. Chúng tôi thật vui khi lại nhận được tin quý ngài và biết rằng sản phẩm
của chúng tôi đang bán chạy ở thi trường của quý ngài và khách hàng của
quý ngài rất thích các sản phẩm mới của chúng tôi.

6. Riêng về mức chiết khấu thương mại, chúng tôi xin chiết khấu 25% so
với giá bán lẻ trên bảng giá cho những nhà bán sỉ và lẻ có thiện chí, với
chiết khấu số lượng cho các đơn hàng trên $20,000

7. Chúng tôi thường chiết khấu bán sỉ 18% trên giá F.O.B, và muốn thanh
toán bằng thư tín dụng không hủy ngang.

8. Chúng tôi thường chiết khấu cho khách hàng riêng lẻ nhưng do mối quan
hệ làm ăn đã lâu của ông với công ty chúng tôi, chúng tôi sẽ chấp nhận
chiết khấu 20% giá bán lẻ.

9. Chúng tôi có thể cho ông giá gộp, gồm phí giao hàng là 20 đôla cho mỗi
100 mặt hàng. Số hàng này được miễn thuế VAT.

89
10. Việc thanh toán cho những đơn đặt hàng ban đầu phải được thực hiện
bằng hối phiếu trả ngay tại ngân hàng Vietcombank, thanh toán theo
chứng từ.

V. Letter-writing

1. Anh (chi) làm việc cho Công ty Trách Nhiệm Hữu Hạn Bình Minh. Công
ty anh (chi) nhận được thư hỏi hàng của ông S.Stuart, Công ty Central
Installations Glasgow, hỏi mua một số loại áo gió JKTL20.

Hãy viết một thư báo giá gửi cho ông S.Stuart, để ông Phan Vũ, Giám đốc
kinh doanh ký theo những ý chính như sau:

1. Bình Minh rất vui mừng và cám ơn thư hỏi hàng nói trên.

2. Đối với loại áo khoác mà J. White & Co. Ltd. Hỏi mua, Bình Minh xin
chào giá như sau:

Tên hàng Quy cách Mã số Đơn giá

Áo khoác nữ màu vàng, cỡ lớn TL021 USD15
Áo khoác nam màu nho, cỡ lớn TL025 USD17
Áo khoác nam màu xám, cỡ nhỏ TL027 USD16

90
3. Lưu ý giá này là giá FOB cảng Sài gòn, không kể đóng gói. Tuy nhiên
nếu Central Installations Glasgow muốn tính theo giá CIF London thì
Bình Minh sẵn sàng thu xếp việc thuê tàu và bảo hiểm. Số hàng này Bình
Minh có thể cung cấp ngay tại kho. Giao hàng có thể thực hiện trong
vòng 3 tuần khi nhận được đơn hàng chính thức.

4. Bình Minh yêu cầu thanh toán bằng thư tín dụng không hủy ngang, mở tại
ngân hàng thương mại Anh, tới tài khoản của Bình Minh ở Vietcombank,
Thành phố Hồ Chí Minh, cho Bình Minh hưởng 100% tri giá hóa đơn
theo vận đơn, hóa đơn thương mại, phiếu đóng gói…

5. Riêng đối với loại áo khoác nữ cỡ vừa và nhỏ, lưu ý với khách là hiện
hàng đã hết và phải đến cuối tháng 4 mới có thể giao được. Tuy nhiên
Bình Minh gửi kèm với thư này bảng giá và catalô mới nhất của một số
loại áo khoác thiếu nhi với những mẫu mã, màu sắc đa dạng, phong phú
để Central Installations Glasgow tham khảo với hy vọng rằng khách hàng
của họ sẽ có nhu cầu mua.

6. Vì Central Installations Glasgow là khách hàng mới nên Bình Minh sẵn
sàng dành mức chiết khấu thương mại cùng với chiết khấu số lượng là
5% cho mọi đơn hàng có tri giá trên 10.000 đôla Mỹ.

Lưu ý:

Bắt đầu thư từ “Dear… ”

91
2. Steve Mart, of GM Heating Engineers, is telling his secretary to send a
customer, Mr Frost, an estimate. As Steve Mart’s secretary, write Mr Frost a
letter based on the instructions below. Set out the prices in tabulated form,
including both subtotal and total with VAT.

“And please send Mr Frost an estimate for upgrading the central heating
system in his office. Thank him for his phone call and tell him that we can fit
the seven thermostatic valves at $20 per valve- and the lockshield valve
would also cost $20. Drawing down the system before we do the fitting is
$40, and filling and balancing it afterwards is $50. Oh, and add VAT at
17.5% to all of that. Tell him that we can do it before the end of September,
but if he wants it done over a weekend he’ll have to pay an addition $80.00
for overtime…. And don’t forget to say that all prices quoted include
material and labour. Oh, yes – and tell him to contact me if he has any more
questions.”

92
CHAPTER 5: OFFERS

PARTS OF AN OFFER

I. Opening

- Express thanks for inquiry

- Pleasure to offer

II. Terms and Conditions

1. Commodity

2. Quality and/or specification/description

3. Quantity

4. Price

5. Payment

6. Delivery

7. Packing

8. Validity

9. Others

- Offer items not asked for

- Give comments/ remarks

- Promise

III. Ending

Hope for future business

PART I. Sample letters

93
1. Offer for sweaters

Dear Sirs

We thank you for your enquiry of 30 August 20—and are pleased to offer
you the goods on request under the following terms and conditions:

1. Commodity: Sweaters for all age groups

2. Specifications: As per enclosed catalogue No. 246/TV and sample sent

to you by post today

3. Quantity: as required and specified in your order.

4. Price: as per attached price list and all the prices should be understood
CIF Kobe including packing.

5. Payment: to be made by confirmed irrevocable Letter of Credit, in

United States Dollars, opened through Tokyo Commercial Bank, 15 days
prior to the shipment, valid for 45 days, to the account of Vietcombank,
Hochiminh city branch, in our favour for the full value of the goods to
be shipped, which mentioned: Transhipment, partial shipment and re-
export are prohibited.

6. Delivery: in one shipment in Mid October, 20—

7. Packing: in export customary standard cartons, suitable for long sea

voyage.

8. Validity: This offer is valid and effective until… and subject to our final
confirmation.

We are offering our sweaters which are excellent in quality, attractive in

designs and competitive in prices in order to start our sales in Japan.
Provided your order is for 20000 pieces or more, we will be prepared to
offer you a 2% discount from the total value of your order.

We look forward to receiving your official order.

94
Yours faithfully

Encl.: Catalogue & Pricelist

Comprehension questions

1. What does the supplier offer?

2. Does the Supplier offer the specific quantity of goods?

3. Find word in the letter which means “willing”.

4. How will the goods be packed?

5. When will the Supplier accept a 2% discount for the order?

95
2. Offer for garments
Dear Sirs

We are pleased to make you an offer regarding our “Swinger” dresses and
trouser suits in the sizes you require. Nearly all the models you saw at our
fashion show are obtainable, except trouser suits in pink, of which the
smaller sizes have been sold out. This line is being manufactured
continuously, but will only be available again in February, so could be
delivered to you in March.

All other models can be supplied by the middle of January 20---, subject to
our receiving your firm order by 15th November. Our C.I.F prices to be for
sea/land transport to Chicago. If you would prefer the goods to be sent by
air freight, this will be charged extra at cost.

1. Commodity: Trousers suits sizes 8 - 16 in white, yellow, red, turquoise,

navy blue, black. Sizes 12 - 14 also in pink
per 100: $2,650.00

Swinger dresses sizes 1 -16 in white, yellow, red, turquoise, black

per 100: $1,845.00

2. Prices: valid until 31 December, 20 --

3. Delivery: C.I.F. Chicago, sea freight

4. Payment: by irrevocable letter of credit, or cheque with order.

You will be receiving cuttings of our materials and a color chart. These
were airmailed to you this morning.

We hope you agree that our prices are very competitive for these good
quality clothes, and look forward to receiving your initial order.

Yours faithfully
Comprehension questions

1. What does the Supplier offer?

96
2. What term of payment does the Supplier mention?

3. What model cannot be offered?

4. Can the goods be sent by air freight?

5. Find the word in the letter which means “samples”.

97
3. Offer for aluminums fittings

Dear Sirs

We thank you for your letter of 25 June, and are glad to inform you that all
the items listed in your enquiry are in stock. We are enclosing a pro forma
invoice for the aluminums fittings you are interested in; if you wish to place
a firm order, will you please arrange for settlement of the invoice by draft
through your bank, and advise us at the same time.

We can guarantee delivery in Melbourne within 3 weeks of receiving your

instructions. If you require the items urgently, we will arrange for them to be
sent by air, but this will, of course, entail higher freight charges.

We are enclosing details of our terms of payment, and would be happy to

discuss discounts with you if you would let us know how large your orders
are likely to be.

We are also enclosing a copy of the report, which appeared in the March
issue of The Metal Worker, on our ALUMOY fittings.

We are looking forward to hearing from you, and assure you that your
orders will receive our immediate attention.

Yours faithfully

98
Comprehension questions

1. Are the goods concerned available for supply?

2. What term of payment does the Supplier mention?

3. What are enclosed with the letter?

4. How does the writer guarantee delivery?

5. Why does the writer enclose a copy of the report?

99
4. Offer for raincoats

Dear Sirs

We are very glad to have your letter of 1 December and to hear that you
have been receiving enquiries about our weatherproof coats.

The Lifewater range you mention has been a great success wherever it has
been introduced, and we are already exporting it to several tropical
countries, in both Asia and Africa. Unlike many waterproof coats, the
Lifewater does not cause excessive condensation on the inside surface, and
so would be suitable for your climate.

We can quote you the following prices:

- 250 Lifewater coats, women's, medium 375 00

- 250 -do- small 375 00

- 250 -do- medium 493 75

- 250 -do- small 431 25

- F.O.B Liverpool 1675 00

- Freight Liverpool-Calcutta 50 20

- Insurance 18 30

_________

1,743.50

We will be able to ship the raincoats within 2 - 3 weeks of receiving your

order.

We are grateful to you for your suggestion concerning an ultra- lightweight

coat for the Indian market, and are pleased to inform you that we have been
looking into the question of a suitable material for some time now. Our
100
Research Department assure us that they will have a model ready in the
very near future, and we will come back to the matter as soon as we have
some definite news for you.

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

We look forward to hearing from you again.

Yours faithfully
Comprehension questions

1. What products is the buyer interested in?

2. What are the characteristics of the products?

3. What does the Seller offer concerning delivery?

4. What is the value of the offer?

5. Find the word in the letter which means “by another mailing”.

101
5. Offer for floor covering

Dear Mr. Thompson

In your letter of 1 May you ask us to send you samples of our rubberized
floor coverings for use on rough surfaces. We appreciate your interest, and
have today despatched a range of qualities which we have selected specially
to meet your needs.

All of these materials are robust and hard- wearing, and we particularly
recommend No.7 which is a synthetic substance developed by our research
department to withstand the wear and tear of rough, and uneven floors.

Please give the samples any test you wish: we are confident that they will
stand up to the roughest handling.

Our price- list is enclosed, together with our trade terms, as we think you
will need these when you have completed your tests. It will be a pleasure to
quote you terms for contract supplies, and our technical representatives are
at your service at all times.

Yours sincerely
Comprehension questions

1. What does the Supplier offer?

2. Why does the letter end with “Yours sincerely”

3. Are the prices specifically mentioned in the letter?

4. What is the strong point of the materials?

5. Find the word in the letter which means “of your assistance”

PART II. Vocabulary

Advise / inform sb of sth: thông báo cho ai về việc gì

Bill of lading: vận đơn
102
By separate post: bằng đường thư riêng
Commodity: tên hàng/ hàng hóa
Confirmed letter of credit: thư tín dụng có xác nhận
Customary: theo tập quán
Draft hối phiếu
Export standard: theo tiêu chuẩn xuất khẩu
Find sth a ready sale: thấy (cái gì) bán chạy
Hard-wearing: bền
In your favour: cho quý ngài hưởng
Irrevocable letter of credit: thư tín dụng không hủy ngang
Partial shipment: giao hàng từng phần
Pro-forma invoice: hóa đơn báo giá
Substance: chất, vật liệu
Transhipment: chuyển tải
Validity: thời hạn hiệu lực
Wear and tear: hao mòn tự nhiên
Withstand: chiu được

103
PART III. Business expressions

Express thanks to an enquiry

1. As a result of the favorable supply Do tình hình bán hàng rất thuận lợi
situation we are able to offer you hiện nay, chúng tôi có thể chào
firm, for immediate delivery. hàng cố định cho quý ngài, giao
hàng ngay.
2. We thank you for your inquiry of Chúng tôi cám ơn thư hỏi hàng của
15 June and are glad to learn of quý ngài đề ngày 15/6 và vui mừng
your requirements / demands được biết rằng quý ngài có nhu cầu
for… (to learn that you are mua…
interested in our…)
3. We have pleasure in receiving Chúng tôi lấy làm hân hạnh nhận
your inquiry dated… and glad to được thư hỏi hàng của quý ngài đề
submit the following offer / our ngày… và vui mừng chào bán hàng
offer with the terms and theo những điều khoản và điều kiện
conditions as follows. như sau.
Sales terms
4. You will find enclosed with this Quý ngài sẽ thấy kèm theo thư này
letter a sample/pattern of… là mẫu hàng…
5. We can offer you for immediate Chúng tôi có thể chào bán cho quý
shipment, 6,000 tons of ngài giao hàng ngay 6000 tấn dầu
lubricant, as per sample LO34, at nhớt, theo mẫu hàng số LO34, với
the price of… per ton CIF Saigon giá là… một tấn CIF cảng Sài Gòn
port and payment to be made by và thanh toán bằng L/C không hủy
irrevocable letter of credit as ngang như thường lệ.
usual.
6. Payment is made against B/L, an Thanh toán khi xuất trình vận đơn,
invoice, by L/C opened in our hóa đơn bằng LC mở cho chúng tôi
favor at London Commercial hưởng tại ngân hàng thương mại

104
 Bank for the full value of the London cho toàn bộ trị giá lô hàng
commodity intended for the dự tính sẽ giao.
shipment.
7. The price quoted includes packing Giá đã báo bao gồm cả chi phí
in special export cases. đóng gói trong các thùng hàng có
tiêu chuẩn xuất khẩu đặc biệt.
Conditions and validity
8. We offer the goods subject to their Chúng tôi chào bán hàng tùy thuộc
being unsold on receipt of your vào hàng vẫn chưa đem bán khi
order. nhận được đơn hàng của quý ngài.
9. Please note that this offer is firm / Xin quý ngài lưu ý rằng chào hàng
valid and effective until 23 July / này cố định/ (có hiệu lực) cho đến
for (within) 15 days. ngày 23/7 trong vòng 15 ngày.
Supply and demand
10. In view of the heavy demand for Xét đến nhu cầu cao đối với mặt
this line, we advise you to order hàng này, chúng tôi khuyên quý
at once. ngài đặt hàng ngay.
11. Due to demand of this Do nhu cầu đối với mặt hàng này
commodity on the world markets trên thị trường thế giới vượt quá
greatly exceeding the supplies, mạnh so với mức cung, chúng tôi sẽ
we shall be unable to obtain không thể bán hàng cho quý ngài
further supplies. được nữa.
Ask for instructions
12. Please, cable your acceptance Xin quý ngài làm ơn điện chấp nhận
immediately for the present offer ngay đối với chào hàng này vì nó
remains open for it within 15 chỉ có hiệu lực trong vòng 15 ngày.
days.
13. If our proposal is acceptable to Nếu quý ngài chấp nhận đề nghị
you, please confirm by return. của chúng tôi, xin hãy xác nhận
105
 bằng thư về.
14. Please send us your instructions Xin quý ngài hãy gửi cho chúng tôi
by telex so as we can learn of chỉ dẫn của quý ngài bằng telex để
your exact requirement. chúng tôi có thể biết được yêu cầu
cụ thể của quý ngài.
Hope for an order
15. We look forward to receiving Chúng tôi mong sớm nhận được
your early official order. đơn hàng chính thức của quý ngài.
16. We hope that you will take every Chúng tôi hy vọng rằng quý ngài sẽ
advantage of this exceptional tận dụng được chào hàng đặc biệt
offer and let us have your này và gửi cho chúng tôi xác nhận
purchase confirmation. mua hàng của quý ngài.
PART IV. Exercises

I. Fill in the blanks with the appropriate words or phrases

106
1. Offer for plastic kitchenware

Dear Sirs

We are very (1)...................... to have your enquiry, and are (2)......................

the price list you (3)......................, together with our terms of sale.

As you have evidently realized, plastic kitchenware is here to stay - it has

already ousted heavy and expandable metal, glass and china from
the modern kitchen. Dealers who have displayed our brightly
coloured range have reported good sales even in the present
season, when hardware sales are usually (4)...................... their
lowest.

After studying our prices and our liberal terms to the (5)......................, you
will understand why we are working (6)...................... capacity to
(7)...................... the demand. We would advise you, therefore, to
(8)...................... us have your order by the end of the month, as
this will enable you to have stock of our attractive lines by Easter.

We look (9)...................... to the (10)...................... of being of service to you.

Yours faithfully

107
2. Offer for furniture and fittings

Dear Sirs

We (1)...................... you for your enquiry of 31 January, and can confirm

our telephone conversation of yesterday, in which we
(2)...................... you that we can (3)...................... part of the
goods required from (4)......................, in (5)...................... with the
enclosed detailed offer. For the balance we would require
approximately three weeks from the (6)...................... of receiving
your confirmation that this arrangement is acceptable.

Prices (7)...................... are f.o.b. London.

(8)...................... in wooden cases.

Delivery as specified above.

Payment (9)...................... documents, by banker's draft.

We hope your client will (10)...................... our terms and delivery dates
satisfactory, and we can assure you that you may count on our full
co- operation and attention in this matter.

Yours faithfully

108
3. Offer for fashion goods

Dear Sirs

We thank you for your enquiry (1)...................... 12 October, and appreciate

your interest in our (2).......................

Details of our export prices and (3)...................... of payment are enclosed,

and we have arranged for a copy of our catalogue to be (4)...................... to
you today.

Our representative for Europe, Mr. Nam, will be in Paris from the 24th to
the 30th of this month, and we have asked him to (5)...................... an
appointment to visit you during this period. He will have with him a full
(6)...................... of samples of our hand made lines, and is authorized to
discuss the (7)...................... of an order with you or to (8)...................... a
contract.

We think our (9)...................... will be what you wish for the fashionable
trade, and look forward to the opportunity of (10)...................... business
with you.

Yours faithfully

109
II. Sentence building

Sort out the jumbled words below to make sentences typical of business
correspondence. Add capital letters and punctuation as necessary.

1. are /best/ the / All/ quality/ made/ material/ the/ from/ very/ items/.

2. prevents/ wool/ special/ The/ strength/ which/ shrinkage/ undergoes/ and/

a/ process/ increases/.

3. all/ we/ one/ separate/ Under/ each/ items/ cover/ of / have/ sample/ sent/
for/.

4. as/ compete/ The/ products/ of/ we/ exporting/ companies/ any/ quality/
with/ are/ our/ other/ can/ .

5. lower/ for/ similar/ The/ those/ are/ competitors/ of/ than/ prices/
products/ our/ quality/ offered/ of/ .

110
III. Matching
Match the word in column A with the definition in column B

A B
1. Defective a. A person who receives the full value/ payment of
the goods
2. Pattern b. The allowed amount of variation from the standard
or from exact conformity to the specified
dimensions, weight, hardness, voltage etc.
3. Tolerance c. Cash on delivery
4. Advise d. An activity in which the goods can be shipped on
different vessels
5. COD e. Faulty, imperfect
6. Beneficiary f. Documents against acceptance
7. Transhipment g. Sample
8. CWO h. Inform
9. D/A i. Documents against payment
10. D/P j. Cash with order

111
V. Translation

A. English-Vietnamese Translation

1. This price is subject to change without notice.

2. We have cabled you our new price for our new sewing machine this
morning. The new price will become effective tomorrow.

3. We should note you that our offer is subject to our standard conditions of
sales.

4. We would remind you that the offer made in our last letter is valid for one
month from the date of the letter.

5. At your request, we now keep this firm open for a further ten days from
10th March.

6. Our prices are in force if you order by return mail.

7. Our prices are binding until 30th June.

8. This offer is firm subject to your reply reaching us not later than the 22nd.

9. We offer you firm for three days on FOB basis.

10. In case of firm offers, we usually keep our offers open for three days.

112
B. Vietnamese-English Translation
1. Tri giá của đơn hàng của chúng tôi tùy thuộc rất nhiều vào giá của các
ngài.
2. Chúng tôi hiểu rằng tại thi trường của các ngài đang có nhu cầu lớn đối
với giày thể thao và nhân dip này gửi kèm báo giá số 507A để các ngài
xem xét.
3. Chúng tôi vui mừng chào bán cho các ngài hàng hóa liệt kê trong chào
hàng số 259DL và hy vọng rằng sẽ nhận được hồi âm sớm của các ngài.
4. Chúng tôi muốn mở rộng việc bán hàng quần áo thể thao sang thi trường
của các ngài.
5. Chúng tôi xin gửi kèm thư này báo giá mới nhất của chúng tôi cho loại áo
khoác len hiện đang có nhu cầu thường xuyên tại thi trường các ngài.
6. Chúng tôi tin tưởng rằng chào hàng trên của chúng tôi sẽ được các ngài
chấp nhận và rất mong muốn nhận được đơn đặt hàng mua thử của các
ngài.
7. Chúng tôi sẵn sàng chiết khấu đặc biệt 3% cho các ngài với bất kỳ đơn
đặt hàng nào nhận được vào trước ngày 6 tháng 5.
8. Chúng tôi đang chào bán những mặt hàng có chất lượng thực sự cao nhất
theo những điều kiện hết sức có lợi và rất hoan nghênh cơ hội phục vụ
các ngài.
9. Vì số hàng trong kho của chúng tôi hạn chế, chúng tôi khuyên quý ngài
nên đặt hàng ngay.
10. Chào hàng này là cố đinh, tùy thuộc vào việc chúng tôi nhận được thư
trả lời trước 15 tháng 8.
V. Letter-writing

1. Sau khi nhận được thư hỏi hàng đề ngày 15/9 của công ty Camellia ở
Indonesia, công ty cơ khí Bách Việt nhận thấy có thể chào hàng với những
điều khoản và điều kiện sau đây:
113
 1. Tên hàng: Máy xén cỏ (grass-cutter)
2. Quy cách phẩm chất: Theo như catalog đính kèm số AB234.
3. Số lượng: 500 chiếc.
4. Đơn giá: 30USD/ chiếc FOB cảng Sài Gòn, không kể chi phí đóng gói
bao bì.
5. Đóng gói: theo tiêu chuẩn đóng gói bao bì xuất khẩu của Việt Nam.
6. Thanh toán: bằng L/C có xác nhận, trả tiền ngay như thường lệ.

Cuối thư, anh/ chi hãy bày tỏ mong muốn sớm nhận được đặt hàng của
khách và nói thêm về uy tín của công ty trong việc thực hiện các đơn hàng
của khách.

Anh/ chi có thể thêm các thông tin cần thiết khác để thư có hình thức và nội
dung hoàn chỉnh. Thư bắt đầu bằng “Dear Sirs”.

2. Write an offer on the following basic instructions

Your company is offering sweaters for women at the price of £20 per item.
You can deal with orders of any size. For orders of over £30,000, there will
be a quantity discount of 2%. Payment shall be made by an Irrevocable
letter of credit, opened through London Commercial Bank. Packing shall be
at the buyer’s instruction. Sales literature and pattern cards will be sent by
airmail for the buyer’s further reference. You can introduce other items that
may be of interest to the buyer and add other information

CHAPTER 6: ORDERS

PARTS OF AN ORDER

I. Opening

- Express thanks for offer/quotation

114
 - Pleasure to order

II. Terms and Conditions

1. Commodity

2. Quality and/or specification/description

3. Quantity

4. Price

5. Payment

6. Delivery

7. Packing and Marking

8. Insurance (if any)

9. Technical documents (if any)

10. Guarantee (if any)

11. Validity

III. Ending

Hope for sales confirmation/ advice of dispatch

ACKNOWLEDGING ORDERS

An order should be acknowledged immediately if it cannot be fulfilled

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

115
SALES CONFIRMATION

Parts of a sales confirmation

- Acknowledge receipt of order with thanks, confirm to sell, advise

dispatch.

- Confirm the essential parts.

- Adding favorable comments.

- Hope for the future business, further orders.

DECLINING THE ORDER

There may be times when a supplier will not accept a buyer's order:

1. He is not satisfied with the buyer's terms and conditions.

2. The buyer's credit is suspect.

3. The goods are not available…

Whatever your reason, you must be polite: the words reject and refuse have
a negative tone to them, therefore it is better to use decline or turn down
instead. Utmost care should be taken when writing to reject an order so that
good will and future business are not affected.

PARTS OF A DECLINE

- Acknowledge receipt of order with thanks and regrets

- State the reasons

- Propose an alternative product (if one is available)

- Hope for the opportunity to be of the service to them another time.

COUNTER-OFFER

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When a supplier receives an order which cannot be met for some reason,
any of the following options are available:

1. Send a substitute. Careful judgment will be required, however, since

there is the risk that the customer may be annoyed to receive something
different from what was ordered. It is only advisable to send a substitute
if a customer is well known or if there is a clear need for urgency. Such
substitutes should be sent ‘on approval', with the supplier accepting
responsibility for carriage charges both ways.

2. Make a counter-offer.

3. Decline the order.

DELAY IN SHIPMENT

If goods are held up either before or after they are sent, you must keep your
customer informed. Let him know what has happened, how it happened, and
what you are doing to correct the situation.

PART I. Sample letters

1. Placing an order for fancy rush mats

Dear Sirs

Order No. 1001/RM

We thank you for your offer No. 303/RM dated 10th July and have pleasure
in placing our order on the following terms and conditions:

1. Commodity: fancy rush mats

2. Quality and specifications: as per attached specification and designs.

117
3. Quantity: 5,000 (five thousand) pieces

4. Price: Unit price: USD 0.45/piece

Total value: USD 1,250.00. (In words: one thousand two hundred and fifty
US dollars only)

The price is C.I.F. Hamburg including packing, subject to Incoterms 2000.

5. Payment: By an irrevocable letter of credit opened in favor of the seller

to the account at Vietcombank, Hochiminh city and confirmed by London
Commercial Bank, 15 days prior to the first shipment, which mentions:
Partial shipment is allowed.

6. Delivery: 3,000 Ps in September, 20 –

2,000 Ps in October, 20—

7. Packing and marking: to be wrapped in strong rush matting, steel

hooped, 20 pieces in one bag, and marked 1001/2/19 INTERIM

8. Insurance: The goods are required to be insured under Marine All Risks
terms from warehouse Vietnam to warehouse Hamburg. The insurance is
to be effected with a first class Vietnamese or foreign insurance company.

Please confirm your acceptance of this order and such acceptance should
arrive not latter than 14 days after the date of this order.

Yours faithfully

For International Import CO.

(Signed)

M. Belter

Purchasing Manager
Comprehension questions

118
1. Who is the writer?

2. What does the supplier offer?

3. Which reference identifies the mats?

4. What method of payment has been arranged?

5. If the letter had been begun with Dear Mr___, what would the
complimentary close be?

119
2. Order form for sweaters

F. Lynch & Co. Ltd.

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

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

76 Tran Phu Street District 5
Hochiminh city Vietnam
ORDER No. 3678

Cat. Price c.i.f. London

Quantity Item description
No.
5,000 V Neck: 3,000 R 432 USD 13.80 each
4,000 Black/ 1,500 Beige R 541 USD 12.60 - do -
Crew Neck: 1,500
Note: subject to 5% Total value: ..........
quantity discount (In words: ............)
Comments:

 15% Trade Disc.  Payment: by D/P

 Shipment: 6 weeks from the date of this order

 Packing: in customary export cases.

For F. Lynch & Co. Ltd

(signed)

L. Crane

Chief Buyer
Comprehension questions

1. Who is the writer?

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2. Which reference identifies the sweaters?

3. What sort of discounts has been agreed?

4. By when should the order be delivered?

5. If F. Lynch & Co. has further correspondence with Hoang Gia Co. on this
order, what reference would they use?

121
3. Placing an order for Crockery

Dear Mr Merton

Please find enclosed an order (R1432) from our principals, MacKenzie Bros
Ltd., 1-S Whale Drive, Dawson, Ontario, Canada.

They have asked us to instruct you that the 60 sets of crockery ordered
should be packed in six crates, ten sets per crate, with each piece
individually wrapped, and the crates marked clearly with their name, the
words 'fragile', 'crockery', and numbered 1-6.

They have agree to pay by letter of credit, which we discussed on the phone
last week, and they would like delivery before the end of this month, which
should be easily effected as there are regular sailings from Liverpool.

If the colors they have chosen are not in stock, they will accept an
alternative provided the designs are those stipulated on the order.

Please send any further correspondence relating to shipment or payment

direct to MacKenzie Bros. and let us have a copy of the commercial invoice
when it is made up.

Yours sincerely

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Comprehension questions

1. What instructions have been given about packing?

2. What method of payment has been arranged?

3. Why should there be no problem for the manufacturer to deliver within

four weeks?

4. Will substitutes be acceptable if the manufacturer is out of stock of any

items?

5. Which words have a similar meaning to the following?

a. cups, saucers, plates, etc.
b. large, wooden boxes
c. easily damaged or broken
d. stated
e. completed

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4. Advice of despatch

Dear Mr. …
Order 81432

The above order has now been completed and sent to Liverpool Docks
where it is awaiting loading onto SS Manitoba which sails for Dawson
Canada on the 16 July and arrives on 30th July.

Once we have the necessary documents we will hand them to Burnley City
Bank, your bank's agents here, and they will forward them to the Canadian
Union Trust Bank.

We have taken special care to see that the goods have been packed as per
your instructions; the six crates being marked with your name, and
numbered 1 - 6. Each crate measures 6ft x 4ft x 3ft and weighs 5cwt.

We managed to get all items from stock with the exception of Cat. No. G16
which we only had in red. But we included it in the consignment as it had
the Willow pattern you asked for.

If there is any further information you require, please contact us. Thank you
very much for your order, and we look forward to hearing from you again
soon.

Yours sincerely

124
Comprehension questions

1. How will the consignment be sent?

2. When is it due to arrive in Canada?

3. What will happen to the documents once the seller receives them?

4. What did the seller do about the item they could not supply?

5. Which words in the email have a similar meaning to the following?

a. essential

b. forwarded

c. in accordance with

d. apart from

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5. Delay in delivery - Reason: bankruptcy of supplier

Dear Mr. ...

I am writing to you concerning your order, No. CU 1154/d which you placed
four weeks ago. At that time we had expected to be able to complete the
order well within the delivery date we gave you which was 18 June, but
since then we have heard that our main supplier of chrome has gone
bankrupt.

This means that we have to find another supplier who could fulfill all the
outstanding contracts we have to complete. As you will appreciate this will
take some time, but we are confident that we should be able to arrange to
get our materials and deliver consignments to our customers by the middle
of next month.

The units themselves have been assembled and simply now need completing.
We regret this unfortunate situation over which we had no control and
apologize for the inconvenience. If you wish to cancel the order it would be
quite understandable, but we stress that we will be able to complete delivery
by next month and would appreciate it if you could bear with us till then.

Please let us know your decision as soon as possible. Thank you for your
consideration.

Yours sincerely

126
Comprehension questions

1. Why has the seller not completed the order?

2. How do they intend to overcome the problem?

3. When do they now expect the order to be completed?

4. Can the buyer cancel the order if they want to?

5. What is the ‘decision’ referred to in the last paragraph?

127
PART II. Vocabulary

Alternative: lựa chọn khác

Case: thùng hàng (kín)
Counter-offer: hoãn chào giá
Crate: thùng hàng (thưa)
Crockery: đồ chén đĩa
Effect: thực hiện
Fancy rush mats: chiếu cói
Fragile: dễ vỡ
Instruction: chỉ dẫn
Item: mặt hàng
Mark: ký mã hiệu
Outstanding (balance/account): còn nợ, chưa thanh toán
Principals: công ty ủy thác
Quantity discount: chiết khấu số lượng
Sailings: các chuyến tàu
Steel hooped: đai thép
Subject to: theo, tùy thuộc
Wrap: gói

128
PART III. Business expressions

1. We thank you for your offer No. Chúng tôi cảm ơn sự chào hàng số
303/RM dated 10th July. 303/RM của ông đề ngày 10/7.
2. We have pleasure in placing our Chúng tôi rất vui mừng đặt hàng
order on the following terms and theo những điều khoản và điều kiện
conditions. sau.
3. Payment is to be made by an Thanh toán bằng thư tín dụng
irrevocable letter of credit opened không thể hủy ngang mở qua ngân
in favor of the seller to the account hàng thương mại Vietcombank cho
at Vietcombank. người bán hưởng.
4. They have asked us to instruct you Họ đã yêu cầu chúng tôi cho ông
that the 60 sets of crockery biết là 60 bộ chén đĩa được đặt cần
ordered should be packed in six phải đóng gói trong sáu thùng, mỗi
crates, ten sets per crate, with each thùng 10 bộ, mỗi chiếc phải được
piece individually wrapped, and gói riêng, và các thùng phải được
the crates marked clearly with ghi rõ tên của công ty họ, có các
their name, the words ‘fragile’, chữ ‘hàng dễ vỡ’, ‘hàng chén đĩa’,
‘crockery’ and numbered 1 – 6. và được đánh số từ 1 – 6.
5. If the colors they have chosen are Nếu không có màu sắc mà họ đã
not in stock, they will accept an chọn, họ sẽ chấp nhận màu khác
alternative provided the designs miễn là mẫu mã đúng như quy định
are those stipulated on the order. trong đơn hàng.
6. Let us have a copy of the Đề nghị gửi cho chúng tôi bản sao
commercial invoice when it is của hóa đơn thương mại khi nó
made up. được lập xong.
7. The above order has now been Đơn đặt hàng trên hiện đã được
completed and sent to Liverpool hoàn tất và chuyển tới cảng
Docks where it is awaiting loading Liverpool, đang chờ được bốc lên
on to SS Manitoba which sails for tàu SS Manitoba đi Dawson,
129
 Dawson Canada. Canada.
8. We have taken special care to see Chúng tôi đặc biệt lưu ý tới việc
that the goods have been packed hàng hóa có được đóng gói bao bì
as per your instructions. như thông báo của quý ngài không.
9. We managed to get all items from Chúng tôi đã sẵn sàng giao mọi mặt
stock with the exception of Cat. hàng, trừ mặt hàng số G16 trên ca-
No. G16 which we only had in ta-lô, là loại chúng tôi chỉ có màu
red. đỏ.
10. We regret this unfortunate Chúng tôi rất tiếc về tình huống
situation over which we had no không may nằm ngoài tầm kiểm
control and apologize for the soát của chúng tôi và chúng tôi xin
inconvenience. lỗi về sự phiền phức này.

130
PART IV. Exercises
I. Fill in the blanks with the appropriate words

1.

Dear Mr Delmas

Thank you for your order No. R497 which we are (1)…………… present
making (2)………… The instruments will be (3)…………… individually in 8
crates numbered and marked (4)…………… our logo. They will be (5)
…………… airfreight CIF Marseille to reach you no (6)…………… than 18
May.

Our invoice showing the 12% trade and 3% quantity (7)……………, the
insurance certificate, and the air (8)……………-bill will be sent to the Bank
of Marseille as (9)……………

Yours (10)……………

Harald Kjaer
Sales Manager

2.

Further to our telephone conversation on Friday, I am writing to you (1)

…………… your order, No. SX1940, which was (2)…………… with us on 10
January.

Once again, I must (3)…………… for the delay in processing this order. This
was due to a staffing (4)…………… . However, since I spoke to you, we have
(5)…………… four new employees at our depot, and I am pleased to tell you
that your order is now ready for despatch. It will (6)…………… you within
five working days.

Special (7)……………has been taken to ensure that the (8)………… … has

131
been packed (9)…………… to your requirements. Each item will be
individually wrapped to (10)…………… damage.

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

1. We would like to ....................... an order with you for 5,000 units.

2. As we are unable to supply the quantity you asked for, we would have no
objection if you preferred to ....................... your order.

3. I am writing to ....................... your order, which we received this

morning, for 20 ‘Omega Engineers’.

4. We are pleased to inform you that your order K451 has already
been ....................... from our depot.

5. Please ....................... your order in writing, so that we can inform your

distribution depot.

6. Your order was ....................... yesterday on the MV Oxford.

7. Unfortunately, we shall have to ....................... your order unless payment

is settled in cash.

8. I would like to reassure you that your order will be ....................... in our
depot by staff who have experience in handling these delicate materials.

9. As soon as the bank ....................... the shipping documents, the credit

will be released.

10. If some of the items are out of stock, please do not send .......................
II. Underline the correct word in the brackets

INDIAN STEEL COMPANY Industrial Unit 62, Bombay

H Walker Ltd Your ref: ML/2Y

132
16 Foot Avenue Our ref: DP/PR

Northampton Date: 15 Oct 20--

England

Dear (1) (Sirs, Mr.…, John)

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

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

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

Yours (9) (sincerely, faithfully, regards)

(signed)

Dillip Patel

Export Manager

Enc: (10) (3, 2, 4)

III. Matching
A. Match the word in column A with the definition in column B

A B
1. Compliments slip a. Person or organization that conveys goods to
their destination.
2. Invoice b. Letter accompanying a document or goods,
explaining the contents.
3. Forwarding agent c. List of goods or services that states how much
133
 must be paid for them.
4. Settlement d. Document informing a customer that a
consignment is on its way to them.
5. Airway bill e. Amount taken off the usual selling price of
goods because the buyer is purchasing a large
quantity.
6. Ship f. Small piece of paper with a company’s details
on it.
7. Covering letter g. To send goods by road, rail, air, or sea.
8. Advice note h. Document that gives information about goods
sent by air.
9. Trade discount i. Payment of an account
10. Quantity discount j. Amount taken off the usual selling price of
goods when they are sold by a manufacturer or
wholesaler to a retailer.

B. All the sentences below given reasons for refusing an order. Match
the sentences in column A with sentences in column B with similar
meanings.

A B
1. We don’t make this product now a. Unfortunately, we do not have the
because people don’t buy capacity to supply an order as
enough of it. large as this.
2. We can’t sell you anything b. We can’t let you have 15% off
unless you pay cash. because we price our products as
cheaply as possible.
3. We cannot offer the discount c. There’s no way we can deliver in
you suggest as our profit such a short time.
margins are extremely low.
134
4. We can’t possibly fill this huge d. We have stopped manufacturing
order: it’s more than our total this product as there is no longer
output for at least six months. sufficient demand.
5. Unfortunately, we cannot e. We regret that we would only be
guarantee delivery within five prepared to supply on a cash
working days. basis.

135
IV. Translation

A. English-Vietnamese Translation

1. We are pleased to inform you that we have already made up your order,
No. 9901/1/5, for 50 canteens of ‘Silverline’ cutlery, and are now making
arrangements for shipment to Rotterdam.

2. Your order No. 6712/1 is now being processed and should be ready for
dispatch by next week.

3. We have pleasure in supplying 60 tons with first shipment of 30 tons and

followed by the balance which we will further inform you after we
receive shipment notice of the first order of 30 tons.

4. I was surprised and sorry to hear that your consignment (Order No. B145)
has not reached you. On enquiry I found that it had been delayed by a
local dispute on the cargo vessel SS Hamburg on which it had been
loaded. I am now trying to get the goods transferred to the SS Samoa
which should sail for Yokohama before the end of next week. However, I
shall keep you informed.

5. I am writing to tell you that there will be a three-week delay in delivery.

This is due to a fire at our Greenford works which destroyed most of the
machinery. Nevertheless, your order has been transferred to our Slough
factory and is being processed there. I apologize for the delay which was
due to circumstances beyond our control.

6. We regret to inform you that there will be a hold up/ delay in getting your
consignment to you. This is due to the cut in supplies from Gara where
civil war suddenly broke out last week. We have contacted a possible
supplier in Lagos and he will let us know if he can help us. If you wish to

136
 cancel your order, you may, but I think you will find most manufacturers
are experiencing the same difficulties at present.

7. We are sorry to say that we are completely out of stock of this item and it
will be at least six weeks before we get our next delivery, please contact
us then.

8. Thank you for your order for heavy-duty industrial overalls.

Unfortunately we have run out of the strengthened denim style you asked
for. As you have particularly requested only this material, we will not
offer a substitute, but will inform you immediately we receive delivery of
a new consignment. This will be within the next two months.

9. We receive your order for ACN dynamos today, but regret that due to a
strike at the ACN factory we are unable to fulfil it at present. We are
aware that other models will not suit your requirements, but hope that the
dispute will be settled son and that we will be able to supply you. We will
keep you informed of developments.

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

137
B. Vietnamese-English Translation

1. Chúng tôi xin cám ơn thư chào hàng của quý ngài đề ngày 15/10 chào bán
loại chiếu cói và xin vui mừng đặt hàng theo những điều khoản và điều
kiện như sau.

2. Chúng tôi xin chấp nhận giá đã báo trong thư chào hàng của quý ngài đề
ngày… và xin gửi kèm đơn hàng cố đinh đặt mua mặt hàng…

3. Những chứng từ sau đây phải được làm thành ba bản, để xuất trình khi
thanh toán.

4. Một bộ tài liệu kỹ thuật sẽ được gửi bằng đường máy bay để chúng tôi
cho dich sang tiếng Việt.

5. Chúng tôi muốn nhấn mạnh rằng việc giao hàng đúng hạn là cực kỳ quan
trọng vì đơn hàng này chiếm một phần lớn trong công trình xây dựng của
chúng tôi.

6. Chúng tôi sẽ lấy làm biết ơn về việc giao hàng nhanh chóng vì hiện chúng
tôi rất cần hàng để hoàn tất việc bán hàng cho khách hàng của chúng tôi.

7. Chúng tôi hy vọng nhận được chấp nhận bán hàng/ thông báo giao hàng
của quý ngài bằng thư về.

8. Xin hãy xác nhận chấp nhận của quý ngài cho đơn hàng này, chấp nhận
này phải đến chỗ chúng tôi không trễ hơn 7 ngày tính từ ngày đặt hàng.

9. Nếu hàng bán chạy như chúng tôi mong đợi, sau này, chúng tôi sẽ đặt
thêm các đơn hàng khác.

10. Chúng tôi hy vọng rằng việc thực hiện đơn hàng này sẽ dẫn tới các quan
hệ làm ăn giữa 2 công ty chúng ta về sau này.

V. Letter-writing

1. Công ty anh chi muốn mua 1 số máy hút bụi (Vacuum Cleaner) nhãn hiệu
KS20A của hãng Sankey để bán tại Việt Nam. Anh/chi hãy thảo một thư đặt
hàng với nội dung sau:
138
 1. Rất cảm ơn SANKEY đã gửi ca-ta-lô và hàng mẫu cùng báo giá.

2. Chúng ta có thể chấp nhận mức giá chào, tuy nhiên cũng cần lưu ý
công ty SANKEY cho ta hưởng tỷ lệ chiết khấu là 6% cho đơn hàng đặt
mua trên 2000 chiếc vì đây là đơn đặt hàng đầu tiên.

3. Đề nghi SANKEY cho ta hưởng thời hạn chậm trả L/C là 8 tháng vì
đây là mặt hàng mới trên thi trường ta cần phải có thời gian mới tiêu thụ
được.

4. Nếu đơn hàng đầu tiên này bán chạy trên thi trường chúng ta sẽ sẵn
sàng kí hợp đồng đại lý tiêu thụ với SANKEY để thúc đẩy việc tiêu thụ
mặt hàng này trên lãnh thổ Việt Nam vì công ty Hoa Nam có mạng lưới
cửa hàng ở hầu khắp các thành phố lớn ở Việt Nam.

Anh/chi có thể thêm các chi tiết cần thiết khác để đảm bảo thư có nội dung
và văn phong phù hợp.

Bắt đầu thư bằng Dear Sir.

139
2. Dieter Paust, a buying manager, emails his assistant, Beatrice Mey,
reminding her to write a covering letter. As Beatrice Mey, write the letter
using the detailed instructions.

Beatrice

Please remember to include a covering letter with the Satex order:

- Address it to Sig. Daniele Causio, Sales Director.

- Use the order number as the subject title – No. W6164.

- Thank him for his letter of 1 July, catalogue, and price list.

- Tell him you enclose the above order, and remind him that we expect
delivery within six weeks. We will pay by banker’s draft when we
receive the shipping documents.

- Explain that if items are not available, they should not send
substitutes.

- Ask him to email me if there are any problems with delivery.

- Close by saying we look forward to receiving acknowledgement of

the order.

Many thanks

Dieter

140
CHAPTER 7: PAYMENT

PART I. Sample letters

I. PAYMENT IN FOREIGN TRADE BY L/C

1. Payment by L/C

a. Foreign Buyer’s Order

Dear Sirs

Re: Our order No. 361

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

We have instructed Vietcombank Hochiminh City to open a credit for US

$15,000 in your favor, effective until 10th November. The credit will be
confirmed by Barclays Bank London E.C.3 who will accept your draft on
them at 60 days for the full amount of your invoice. Please attach the
following documents to your draft:

- Bill of Lading in duplicate

- Commercial Invoice, in triplicate

- Insurance Policy for US $ 15,000.

Your invoice should include C.I.F. London, and the amount of your credit is
sufficient to cover invoice cost and your bank commission on the draft.

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

141
Yours faithfully
Comprehension questions

1. What method of payment has been arranged?

2. When does the L/C expire?

3. What is the value of the credit?

4. What kind of draft is used?

5. What documents are required for payment?

142
b. Exporter’s acknowledgement

Dear Ms. Thao Van

We have received your order and are pleased to confirm that all the items
required are in stock. It is a pleasure to have the opportunity of supplying
you and we are quite sure you will be satisfied both with the quality of our
goods and service.

Your choice of payment is quite acceptable to us, and we note that this will
be by irrevocable letter of credit for a sum not exceeding US $ 15,000, valid
until 10th November. When we receive confirmation of this credit from the
Barklay Bank London E.C.3, we will make up your order and despatch the
goods immediately.

We may assure you that this order and all your further orders will receive
our prompt attention.

Yours sincerely

Comprehension questions

1. Does the supplier accept the suggested method of payment?

2. What kind of L/C does the supplier suggest?

3. When will the order be delivered?

143
2. Documentary credit – stages in transaction

The stages in a documentary credit transaction are as follows:

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

(2) The buyer’s bank (the issuing bank) asks the seller’s bank (the advising
bank) to advise that the L/C has been issued in the seller’s favour.

(3) The exporter dispatches the consignment to the buyer and presents the
shipping documents to the advising bank.

(4) The advising bank checks the documents and pays the seller (if it acts as
a correspondent bank of the issuing bank)

(5) The advising bank notifies the issuing bank that the documents have
been presented and forwarded them.

(6) The issuing bank checks the documents, pays the advising bank.

(7) The issuing bank releases the shipping documents to the buyer and
debits their account.

(8) The buyer collects the consignment by presenting the documents to the
carrier.

144
a. Buyer approaches Bank

Dear Sirs

We have just concluded an agreement to purchase monthly shipments of …

from... over the next six months and would like to make use of international
payment facilities by opening a series of monthly credits for $2000 each in
favour of… It has been agreed that we provide credits with a bank …
against which our supplier would draw for the value of shipment as they are
made.

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

Yours faithfully

145
b. Bank offers to provide credit

Dear Sirs

We thank you for your inquiry of 15th March. We shall be pleased to handle
the shipments (referred to) and arrange for the necessary documentary
credit with our Bank against deposit of Bill of Lading and other shipping
documents. If you complete and return the enclosed form we will make the
arrangements.

Our commission charges for irrevocable documentary credits would be 1/8

to 1/4% on each of the monthly credits, to which must be added 1/4% for
irrevocable credits and also our charges for such items as telegrams and
postages. In return for these charges you have our assurance that your
interests would be carefully protected.

Yours faithfully

c. Buyer instructs Bank

Dear Sirs

I have completed and enclose the form of application for a documentary

credit received with your letter of 17th March and shall be glad if you will
arrange by telegram to open for our account with your bank irrevocable
credits for 62,000 a month in favour of… the credits to be valid untill 30th
September next.

To enable them to use the credits the company must present the following
documents:

- Bill of lading in triplicate

- One copy of the invoice

146
- Certificate of policy of insurance

- Certificate of Origin

and draw on your bank at 60 d/s for each consignment for the value of
about £2,000.

Yours faithfully

d. Bank agrees to open credit

Dear Sirs

As instructed in your letter of 20th March we are arranging to open a

documentary credit in your favour valid until 30th September. You will find
enclosed a copy of our telegram opening the credit. We shall be glad if you
will check it to ensure that it agrees with your instructions.

As soon as the credits are used we will debit your account with the amount
notified to us as having been drawn against them.

We shall take all necessary steps to make sure that your instructions are
carefully carried out, but wish to make it clear that we cannot assume any
responsibility for the safety of the goods, or for delays since these are
matters beyond our control.

Yours faithfully

e. Buyer notifies Exporter

Dear Sirs

This is to inform you that we have opened irrevocable credits in your favour
for £2,000 a month with…, valid until September next. The terms of credit
authorise you to draw at 80 days on the bank in… for the amount of your
147
invoices after each shipment. Before accepting your draft, which should
include al/ charges, the bank will require you to produce the following
documents:

- Bill of lading in triplicate

- One copy of the invoice covering C.I.F...

- Certificate of policy of insurance

- Certificate of origin

We will expect your first consignment about the middle of August.

Yours faithfully

f. Bank issues L/C

Dear Sirs

On instruction from Messrs … received through our office, we have opened

monthly irrevocable credits for £2,000 in your favour, valid until 30th
September next. You have authority to draw on us at 60 days against these
credits for the amount of your invoices upon shipment of… to... Your drafts
must be accompanied by the following documents, which are to be delivered
to us against our acceptance of the drafts:

- Bill of lading in triplicate

- Commercial invoice

- Insurance certificate of policy

- Certificate of Origin

Provided you fulfill the terms of credit we will accept and pay at maturity
the drafts presented to us under these credits and, if required, provide

148
discounting facilities at current rates.

Yours faithfully

g. Exporter presents documents

Dear Sirs

Referring to your advice of 30th March, we enclose shipping documents for

the first of the monthly consignments to...

As required by them we have included all charges in our invoice which

amounts to £1,725.75 and enclose our draft at 60 days for this sum. We
shall be glad if, after acceptance, you will discount it at the current rate and
remit the net amount to our account with...

We thank you for your help in this matter.

Yours faithfully

149
h. Bank debits Buyer

Dear Sirs

As instructed by your letter of 20th March, our bank has for your account a
bill for £2,725.75 drawn by… for the first of… to you on SS… We have
debited your account with this our charges amounting to £4.30.

The ship left... on 22nd April and is due to arrive in… on 2nd May. The
shipping documents for this consignment are now with us and we shall be
glad if you will arrange to collect them.

Yours faithfully

II. INVOICES AND STATEMENTS

1. Invoices

Invoices are not only requests for payment but also records of transactions
which give both the buyer and seller information about what has been
bought and sold, the terms of sale and details of the transaction.

150
Sample invoice

INVOICE No. 10961A3

GLASTON POTTERIES

Clayfield, Burnley 8810 180

Tel- 0315 46125 Fax:0315 63182 Telex: 8801773

MacKenzie Bros. Ltd.

11 July 20-

1-5 Whale Drive Dawson, Ontario, CANADA

Your order No. DR1432

Quantity Description Cat. No. £ each £
35 Earthenware R194 @ 25.00 set 875.00
10 Wedgwood W161 @ 37.50 set 375.00
15 Bone/Tea T21 @ 12.00 set 180.00
10 Staffordshire Red S73 @ 22.60 set 226.00
c.i.f. 1656.00 1656.00
Less Cost & Freight
Liverpool/Dawson 147.00
Less Insurance 92.00
10% discount off net price 1417.00 Less Disc. 141.70
Total 1514.30

E&O.E. Registered No. 716481 VAT Reg. No. 133 5341 08

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

Comprehension questions

151
1. Which reference would MacKenzie use when refering to this invoice?

2. What does the sign @ mean in the calculations?

3. What is the net total of the invoice?

4. What charges have been taken off the gross price?

5. How have Glaston Potteries indicated they have the right to correct the
invoice if there is a mistake?

2. Covering letter with invoice

It is not normal necessary to send a covering letter with an invoice,

particularly when the invoice is sent with the goods. If the invoice is sent
separately a short but polite covering letter may be sent with it.

a. For non-regular customer

Dear Sir

Your order No. AW25

We are pleased to enclose our invoice No. B832 for the polyester shirts
ordered on 13 August.

The goods are available from stock and will be sent to you immediately we
receive the amount due, namely $1342

Yours faithfully

b. For regular customer

Dear Sir

Your order No. AW25

Our invoice No. B832 is enclosed covering the polyester shirts ordered on

152
13 August.

These shirts have been packed ready for desptach and are being sent to you,
carriage paid, by rail. They should reach you within a few days.

Yours faithfully

3. Statements of account

Rather than requiring immediate payment of invoices, a supplier may grant

his customer credit in the form of open account facilities for an agreed
period of time. At the end of this period, a statement of account is sent to the
customer, listing all transactions between the seller and the buyer for that
period.

STATEMENT

SEYMORE FURNITURE Ltd.

Tib Street, Maidenhead, Berks SL6 5D2

Telephone: 0626 26755

Registered No. 16574397 London

VA T No. 131 6188 37

C.R Mendez SA 31 May 20--

Avda del Ejercito 83

E-48015 Bilbao

Date Item Debit Credit Balance

20--

1 May Account Rendered 270.00

153
 2 ‘’ Inv: L8992 60.00 330.00
8 ‘’ D/N 311 12.00 342.00
12 ‘’ Cash 100.00 242.00
14 ‘’ Inv. L8995 720.00 962.00
20 ‘’ C/N C517 40.00 922.00
25 ‘’ Cash 600.00 322.00
E. & O. E. Cash Disc. 3% if paid within 7 days

Comprehension questions

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

2. How much did CR Mendez SA owe at the beginning of the month?

3. How much was the error in their favour?

4. What was the total amount of their purchases during May?

5. Is there an allowance for payment within a certain time?

154
III. SETTLEMENT OF ACCOUNTS

1. Advice of payment

Dear Mr. …

Thank you for being so prompt in sending the documents for our last order
No. 14463. We have accepted the sight draft, and the bank should be
sending you an advice shortly.

We have been dealing with you on a cash against documents basis for over a
year and would like to change to payment by 40- day bill of exchange,
documents against acceptance.

When we first contacted you last February, you told us that you would be
prepared to reconsider terms of payment once we had established a trading
association. We think that sufficient time has elapsed for us to be allowed
the terms we have asked for. If you need references, we will be glad to
supply them.

As we will be sending another order within the month, could you please
confirm that you agree to these new terms of payment?

Yours sincerely

(signed)
Comprehension questions

1. How does the letter begin?

2. What do you think is the other purpose of this letter?

3. What term of payment does the writer want?

2. Acknowledgement of payment

155
Dear Mr. …

Thank you for your letter of ... enclosing cheque for $... in full settlement of
our invoice dated...

We enclose our official receipt.

Yours sincerely

3. Delayed payment

a. Request for more time

Dear Mr. …

I am sorry that we were not able to clear your November statement for
$3,880 and December invoice, No.7713 for $289. We had intended to pay
the statement as usual, but a large cash shipment to one of our customers in
Australia was part of the cargo destroyed in the fire on the SS Tippa when
she docked- in Bombay in late November.

Our insurance company have promised us compensation within the next few
weeks, and once we have received this, the account will be paid in full.

We know you will appreciate the situation and hope you can bear with us
until the matter is settled.

Yours sincerely

156
Comprehension questions

1. What is the outstanding balance?

2. What explanation is given for non-payment?

3. Why is the writer confident that she can clear the account?

4. Which words in the letter have a similar meaning to “pay”, “goods carried
in a ship or aircraft” and “understand”?

b. Replying to request for more time

Dear Ms. ...

Thank you for your letter of 5 January regarding our November statement
and December invoice No. 7713.

We were sorry to hear about the difficulties you have had, and understand
the situation, but would appreciate it if you could clear the account as soon
as possible, as we ourselves have suppliers to pay.

We look forward to hearing from you soon.

Yours sincerely
Comprehension questions

1. Is the writer sympathetic to the buyer’s problem?

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

157
c. Request for an extension

Dear Mr. ...

I am sorry to tell you that I will not be able to meet my bill, No. BE7714 due
on 6 June.

My government has put an embargo on all machine exports to Zurimba, and

consequently we have found ourselves in temporary difficulties as we had
three major cash consignments for that country. However, I am at present
discussing sales of these consignments with two large Brazilian importers,
and am certain that they will take the goods.

Could you allow me a further 60 days to clear my account, and draw a new
bill on me, with interest of, say 6% added for the extension of time?

I would be most grateful if you could help me in this matter.

Yours sincerely
Comprehension questions

1. What expression does the writer use instead of “pay”?

2. How does the writer intend to get the money for the cargo he cannot sell
to Zurimba?

3. What solution does he suggest to the problem?

4. Which words in the letter have a similar meaning to “not permanent”,

“large” and “prepare” (eg. a B/E or cheque)

d. Reply to request for an extension

Dear Mr. Franksen

Bill No. BE 7711

158
I was sorry to learn about the embargo your country has placed on exports
to Zurimba and of the problems this has created. However, the above bill
has already allowed credit for 40 days, and although I appreciate your offer
for an additional 6% interest on the £4,360 outstanding, it is financially
impossible to allow a further 60 days credit as I myself have commitments.

I think the following solution might help us both.

You need not add interest on the present amount, but I have enclosed a new
draft (BE7731) for £2,180 which is half the outstanding balance, and will
allow you 40 days to pay it. But I expect you to pay the remainder viz.
£2,180 by banker's draft.

Please confirm your acceptance by signing the enclosed bill and returning it
to me with your draft by return of post.

I wish you luck with your negotiations with the Brazilian importers and
hope that this setback will soon be resolved.

Yours sincerely

Encl. Bill BE 7731

159
Comprehension questions

1. Is the writer sympathetic to the buyer’s problem?

2. Why does he say he cannot wait further 60 days for payment?

3. Does he want the 6% interest added on?

4. What compromise does he suggest?

5. How will he know that Mr. Franksen has accepted his offer?

4. Request for payment

a. First request

Dear Mr. …

I am writing to ask why you have not settled our invoice No. H931 for
£919.63, a copy of which is enclosed.

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

Yours sincerely
Comprehension questions

1. What is enclosed with the letter?

2. Why is the writer so surprised when the buyer delayed in payment?

160
b. Reply to the first request

Dear Mr. ...

I was surprised to receive your letter of the 20th November in which you
said you had not received payment for invoice No. H931.

I instructed my bank, The Welsh Co-operative Bank, Swansea, to credit your

account in Barnley’s Bank, Cardiff, with the £919.63 some time ago.

As my bank statement showed the money had been debited to my account, I

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

Yours sincerely
Comprehension questions

1. Why was the writer surprised to receive the supplier’s letter?

2. What may the problem be here?

3. What does he suggest the supplier should do?

161
c. Second request

Dear Mr. ...

We wrote to you on 10 August and enclosed copy invoices which made up

your June statement, the balance of which still remains outstanding.

Having dealt with you for some time, we were disappointed in neither
receiving your remittance nor any explanation as to why the balance has not
been cleared. Please would you either send us a reply or cheque to clear the
account within the next seven days? Thank you.

Yours sincerely
Comprehension questions

1. How did the writer feel when writing this letter?

2. What does the writer ask the buyer to do?

162
d. Reply to the second request

Dear Mr. Costello

First let me apologize for not having cleared your June statement or
replying to your letter of 10 August. However, I am surprised that you did
not receive our circular letter informing all our suppliers that we were
moving from Milano to Torino. I have checked our postbook, and find that a
letter was sent to you on June 30.

As you will see from the copy enclosed, we warned suppliers that during the
move, there might be some delay in clearing accounts and replying to
correspondence, as the move would involve replacing more than half our
staff with new people who needed time to get used to our accounts and filing
systems.

You will be pleased to hear that we have now settled into our new offices
and will have a fully trained staff by the end of next month. Meanwhile, I am
enclosing a cheque for $300,000 on account, and will send a full settlement
of your June statement within the next few days.

Could you please note our new address, which is on the heading of this
letter, for future reference?

Yours sincerely

(signed)

Accountant

Enc. Bank Draft No. 427322 for $300,000

Comprehension questions

1. Why hadn’t the writer’s company cleared their June statement?

163
2. What has the writer done about the outstanding account and what will he
do in the near future?

3. What is the value of the cheque enclosed?

4. What has he asked Mr. Costello to do to ensure that letters get to him?

164
e. Third request

Dear Mr. …
Account No. TY G 996 14

I wrote to you on two occasions, 21 October and 14 November, concerning

the above account which now has an outstanding balance of £1541.46 and
is made up of the copy invoices enclosed.

I have waited three months for either a reply to explain why the balance has
not been cleared, or a remittance, but have received neither.

Although I am reluctant to take legal action to recover the amount, you

leave me no alternative. Therefore, unless I receive your remittance within
the next ten days, my solicitors will be instructed to start proceedings to
recover the debt.

Yours sincerely
(signed)

Accountant

Encl. invoice copies

Comprehension questions

1. What is enclosed with the letter?

2. How long has the balance remained unpaid?

3. Does the writer plan to take legal action?

4. What phrase is used which has a similar meaning to “take legal action”?

PART II. Vocabulary

At maturity: đến hạn

Clear a balance: thanh toán hết khoản nợ
Debit one’s account: ghi nợ vào tài khoản
165
Documentary credit: tín dụng chứng từ
Draw on: ký phát đòi tiền
Due date: ngày đáo hạn
First/ second/ third request: thư yêu cầu thanh toán lần 1, 2, 3
Outstanding: Quá hạn
Open account: (phương thức thanh toán) ghi sổ
Overdue account: khoản nợ quá hạn
Present: xuất trình
Remittance: việc chuyển tiền
Shipping documents: chứng từ vận tải
Solicitor: luật sư
Statement of account: bản sao kê tài khoản
Take legal action against sb: kiện ai
To clear/ settle account: thanh toán nợ
To extend credit: gia hạn nợ
To recover a debt: thu hồi nợ

PART III. Business expressions

Covering letter with the invoice

1. Please find enclosed our invoice Đính kèm theo đây quý ngài sẽ thấy
No. … for $29. hóa đơn số... trị giá 29 đô la.
2. The enclosed invoice for $56 is Hóa đơn trị giá 56 đô la đính kèm là
for 2 chairs at $40 each less 33% tính cho 2 chiếc ghế, 40 đô la một
trade discount. chiếc trừ chiết khấu thương mại
33%.
3. Our invoice for $400 is attached. Chúng tôi gửi kèm theo thư này hóa
We look forward to receiving đơn trị giá 400 đô la. Chúng tôi
your cheque. mong nhận được séc thanh toán của
ông.
166
Advice of payment

1. We are enclosing our Cheque for Chúng tôi gửi kèm theo thư này tấm
$... in payment of your invoice séc trị giá... để thanh toán cho hóa
No. … dated ... đơn số... ngày …
2. I have instructed my bank, today, Hôm nay, tôi đã yêu cầu ngân hàng
to transfer USD 1,000 to your chuyển 1.000 USD vào tài khoản
account in payment of your của quý ngài để thanh toán cho hóa
invoice. Could you confirm the đơn. Quý ngài có thể xác nhận với
transfer has been made as soon as chúng tôi về việc chuyển khoản ngay
the correspondent bank advises khi ngân hàng thông báo với quý
you? ngài được ko?
3. We would like to inform you that Chúng tôi muốn thông báo với quý
we have arranged for a transfer ngài là chúng tôi đã thu xếp chuyển
through our bank. The transfer is tiền cho quý ngài qua ngân hàng.
for... in payment of the invoice Chúng tôi chuyển ...$ để thanh toán
No. … cho hóa đơn số...
4. You will be pleased to hear that Quý ngài sẽ rất hài lòng khi biết tin
we have accepted your bill and chúng tôi đã chấp nhận hối phiếu và
now have the documents. We đã có chứng từ. Chúng tôi sẽ nhận
shall collect the consignment as hàng ngay khi hàng đến Sài Gòn và
soon as it arrives in Saigon and thanh toán hối phiếu khi đến hạn.
honour your draft at maturity.
5. Our bank informs us that they Ngân hàng thông báo với chúng tôi
now have the shipping documents là họ đã có bộ chứng từ vận tải và
and will be transfering the sẽ chuyển tiền thanh toán theo L/C
proceeds of our L/C to your vào tài khoản quý ngài.
account.
6. We have instructed our bank to Chúng tôi đã yêu cầu ngân hàng mở
arrange for a letter of credit for ... tín dụng thư trị giá ... để thanh toán
to be paid against your pro-forma cho hóa đơn báo giá số... và tiền
167
 invoice No..., and the proceeds thanh toán sẽ được chuyển vào tài
will be credited to you as soon as khoản quý ngài ngay khi ngân hàng
Vietcombank receive the Vietcombank nhận được bộ chứng
documents. từ.
Acknowledge of payment
1. Thank you for your cheque for $... Cảm ơn quý ngài đã gửi chúng tôi
in payment of our invoice dated... tấm séc trị giá ... thanh toán cho hóa
đơn ngày...
2. Our bank advised us today that Ngân hàng đã thông báo với chúng
your transfer of $... was credited tôi là số tiền ... mà quý ngài chuyển
to our account. Thank you for đã được ghi có vào tài khoản của
paying so promptly. chúng tôi. Cảm ơn quý ngài đã
thanh toán đúng hạn.
3. Thank you for sending your Cảm ơn quý ngài đã gửi tấm séc để
cheque for invoice No. so thanh toán cho hóa đơn số ... đúng
promptly. We feel sure that you hạn. Chúng tôi chắc chắn quý ngài
will be pleased with the sẽ hài lòng với lô hàng và mong
consignment and look forward to nhận được đơn đặt hàng tới của quý
receiving your next order. ngài.
4. Our bank informed us today that Ngân hàng đã thông báo với chúng
you accepted our bill and the tôi là quý ngài đã chấp nhận hối
documents have been transfered phiếu và đã chuyển bộ chứng từ cho
to you. Thank you for your quý ngài. Cảm ơn quý ngài đã ủng
custom and hope you will be in hộ chúng tôi và hi vọng quý ngài sẽ
touch with us again. liên hệ lại với chúng tôi.
Delayed payment

1. I am sorry that I was not able to Tôi rất tiếc chưa thể thanh toán số
clear my July account. nợ của tháng 7 được.
2. We regret we were unable to send Chúng tôi tiếc là đã không thể gửi
168
 a cheque to settle our account for cho quý ngài tấm séc để thanh toán
the last quarter. số nợ của quý trước được.
3. We were not able to settle the Chúng tôi không thể thanh toán số
account because of the nợ được vì một trong những khách
bankruptcy of one of our main hàng lớn của chúng tôi bị phá sản...
customers...
4. The dock strike made it Cuộc đình công của công nhân bến
impossible to ship our products, cảng khiến chúng tôi không thể giao
and as our customers have not hàng được và vì khách hàng không
been able to pay us, we have not thể trả tiền cho chúng tôi nên chúng
been able to clear our own tôi cũng chưa thể thanh toán nợ cho
suppliers' accounts yet. các nhà cung cấp được.
5. We will try to clear your invoice Chúng tôi sẽ cố gắng thanh toán hóa
within the next few weeks. đơn trong vòng vài tuần tới. Trong
Meanwhile, the enclosed cheque khi chờ đợi, chúng tôi gửi kèm tấm
for ... is part payment on account. séc trị giá ... để thanh toán một phần
số nợ.
6. Once the strike has been settled, Khi cuộc đình công được giải quyết,
which should be within the next có thể trong vòng vài ngày tới,
few days, we will be able to clear chúng tôi sẽ có thể thanh toán số nợ
the balance. còn lại.
7. As soon as the insurance company Ngay khi công ty bảo hiểm gửi tiến
sends us compensation, we will bồi thường cho chúng tôi, chúng tôi
settle the account. sẽ thanh toán số nợ đó.
8. Thank you for your letter Cảm ơn quý ngài về lá thư liên quan
concerning the outstanding đến số nợ còn lại của quý ngài.
balance on your account.
9. I was very sorry to hear about the Tôi rất tiết khi nghe tin quý ngài
difficulties you have been đang gặp khó khăn trong việc... và
169
 experiencing in... and realize that nhận thấy rằng hàng không bán
without sales it is difficult to settle được thì sẽ khó có thể thanh toán nợ
outstanding accounts. còn lại.
10. Thank you for your letter Cảm ơn quý ngài về lá thư giải thích
explaining why you cannot clear tại sao quý ngài không thể thanh
your January statement for... toán cho bản sao kê tháng 1 trị giá...
11. With reference to your letter of ... Qua thư của quý ngài ngày...giải
which you explained why the thích lý do hóa đơn còn lại số...
outstanding invoice No… has not chưa được thanh toán, chúng tôi rất
been cleared, we understand the hiểu những khó khăn quý ngài đang
problems you have been facing. gặp phải.
12. In view of the difficulties you Trong trường hợp quý ngài đang
have been having, we are gặp khó khăn, chúng tôi sẵn sàng
prepared to compromise and thỏa thuận và đề nghị thanh toán
suggest that you clear half the một nửa số nợ còn lại bằng tấm séc
outstanding balance immediately trị giá... và thanh toán phần còn lại
by sending a cheque for... and vào cuối tháng tới.
clear the remainder by the end of
next month.
The first request
1. We are writing concerning the Chúng tôi viết thư cho quý ngài về
outstanding October account khoản nợ quá hạn trong tháng 10 trị
for..., a copy of invoice is giá..., và gửi kèm bản sao hóa đơn
enclosed and which should have mà lẽ ra phải được thanh toán tháng
been cleared last month. trước.
2. With reference to your Invoice Về hóa đơn số ... trị giá ... của quý
No.... for... which we expected to ngài, chúng tôi mong được thanh
be cleared three weeks ago, we toán cách đây 3 tuần nhưng đến giờ
still have not yet received your chúng tôi vẫn chưa nhận được
remittance. chuyển tiền của quý ngài.
3. We think you may have Chúng tôi nghĩ rằng quý ngài đã bỏ
170
 overlooked invoice No... for... sót hóa đơn số ... trị giá... đã đáo
which was due last month. hạn vào tháng trước.
4. Would you please either let us Xin quý ngài vui lòng gửi séc cho
have your cheque, or an chúng tôi hoặc giải thích tại sao hóa
explanation of why the invoice is đơn vẫn chưa được thanh toán?
still outstanding?
The second request
5. We wrote to you on 3 March Chúng tôi đã viết thư cho quý ngài
concerning our January statement vào ngày 3/3 về bản quyết toán
which is still outstanding. tháng 1 vẫn chưa được thanh toán.
Enclosed you will find a copy of Quý ngài sẽ thấy bản quyết toán và
the statement and our letter. lá thư đó của chúng tôi được đính
kèm.
6. This is the second letter I have Đây là lá thư thứ 2 tôi gửi đến quý
sent you with regard to your ngài về khoản nợ tháng 3 vẫn chưa
March account which has not được thanh toán.
been cleared.
7. I would like to know why you Tôi rất muốn biết tại sao quý ngài
have neither replied nor sent a không trả lời thư cũng không gửi séc
cheque to clear the outstanding để thanh toán khoản nợ quá hạn.
balance.
8. In your reply to my letter of... you Trong thư trả lời của quý ngài cho
promised that the account would lá thư của tôi ngày... quý ngài hứa
be cleared by the end of May, yet sẽ thanh toán nợ vào cuối tháng
I have not received your năm, nhưng chúng tôi vẫn không
remittance or an explanation. nhận được tiền thanh toán cũng như
lời giải thích nào của quý ngài.
9. We must now insist that you clear Chúng tôi phải yêu cầu rằng quý
this account within the next seven ngài phải thanh toán nợ trong vòng

171
 days, or at least offer an 7 ngày tới hoặc ít nhất cũng phải
explanation for not paying it. giải thích lý do không thanh toán
khoản nợ đó.
10. I would like your remittance by Chúng tôi mong nhận được thư
return of post, or failing that, your chuyển tiền của quý ngài bằng thư
reasons for not clearing this về, nếu không, phải giải thích tại sao
account. quý ngài không thể thanh toán
khoản nợ này.
The third request
11. We have written you two letters Chúng tôi đã viết thư cho quý ngài
on ..., and have sent copies of the hai lá thư vào ngày... và có gửi kèm
outstanding invoices with them, bản sao hóa đơn quá hạn, nhưng
but have not received either a vẫn không nhận được thư trả lời hay
reply or remittance. tiền gửi.
12. We now assume that you have no Giờ đây chúng tôi cho rằng quý ngài
intention of clearing the balance. không có ý định thanh toán số nợ
còn lại đó.
13. We had expected this matter to Chúng tôi đã mong vấn đề này được
have been settled at least two giải quyết cách đây ít nhất 2 tháng,
months ago, but you have shown nhưng quý ngài tỏ ra không có ý
no indication of cooperating with định hợp tác với chúng tôi.
us.
14. We feel that you have been given Chúng tôi cảm thấy quý ngài đã có
sufficient time to clear this đủ thời gian để thanh toán khoản nợ
balance and now insist on này và giờ đây nhất định quý ngài
payment within the next ten days. phải thanh toán trong vòng 10 ngày
tới.
15. Unless we receive your cheque Nếu chúng tôi không nhận chi phiếu
in full settlement by the end of thanh toán đủ khoản nợ vào cuối

172
 this month, we shall be compelled tháng này, chúng tôi buộc phải nhờ
to instruct our solicitors to recover luật sư thu hồi nợ.
the debts.
PART IV. Exercises

I. Fill in the blanks with the appropriate words in this letter requesting
payment.

1.

Dear Sirs

Your invoice No. 527 dated 20 July for $1516 is due for (1).................. at the
end of this month.

Unfortunately a fire broke out in our Despatch Department last week and
(2)..................... a large part of a valuable consignment due for
(3).................... to a cash customer. Our (4)..................... is now with the
insurance company but it is unlikely to be met for another 3 or 4 weeks.
Until then we are (5).................... with a difficult (6)................... problem.

I am therefore writing for (7)...................... to defer payment of your invoice

until the end of September.

As you are aware, my accounts with you have always been (8)..................
promptly, and it is with (9)................... that I am now forced to make this
(10).................. I hope that you will find it possible to grant it.

Yours faithfully

173
2.

Dear Mr. Janssen

Account No. VS 3019

We wrote to you on 25 March concerning the above (1)................ for

$2,700.00 which has now been (2).................. for three months. When we
agreed to offer you credit (3)................... we pointed out that it was essential
to (4)................... accounts (5)................. the exact date, particularly as we
generally do not (6)................... credit terms.

As you realized, delayed payment can create problems for us

(7).................... our own suppliers, therefore we would appreciate it if you
could either let us know why the (8).................. has not been paid, or let us
have a remittance (9)................ the next ten days.

We would be grateful if this could receive your immediate (10)............

Yours sincerely

174
3.

Dear Sir

We are writing (1).................. the February balance of $567 on your

account, which is (2)................ for three months. We have written to you
twice and did not receive a (3)....................., which surprised us as you have
been our regular customer for years.

We would like to (4)............... you that the credit was given on the
(5).............. that balance would be cleared on due (6) ..........; failure to do
so will create (7)........................for us with our suppliers.

We are prepared to (8)................... you further ten days to clear the balance
or explain why you can not do so, (9)................... we will, reluctantly, have
to take legal (10)....................

Yours faithfully

175
II. Translation

A. English – Vietnamese Translation

1. A warehouse flood destroyed the majority of the components that were to

be fitted into Zenith 900. We are waiting for our insurance company to
settle our claim so that we can renew our stock and pay our suppliers.

2. When we allowed open account terms, we emphasized this was only on

the condition that balances were cleared promptly on due dates as credit
facilities put a strain on out own cash low situation. Because of this we
cannot extend the credit by another two months.

3. As you are usually prompt in settling your accounts, we wonder whether

there is any special reason why we have not received payment of this
account, which is already a month overdue.

4. To regular customers such as yourself our terms of payment are 3% one

month, and we hope you will not withhold payment any longer, otherwise
it will be necessary for us to revise these terms.

5. We were disappointed that you did not bother to reply to either of our
letters asking you to clear your account, and you have left us no
alternative but to take legal action.

6. It is with the utmost regret that we have reached the stage when we must
press for immediate payment. Failing payment by 7 August you will
leave us no choice but to put the matter into the hand of our solicitor.

7. It was in consideration of the present economic climate that we allowed

you a two-month period to settle, and while we would like to offer you
more time to clear the balance, our own financial position makes this
impossible. Therefore we must ask you to settle the account within the
next fortnight.

176
8. When we arranged payment terms we offered you payment against
monthly statements, yet it has been three months since you promised the
account would be cleared.

9. As we have traded for some time, we have not pressed for payment.
However, we must now insist that either you settle the account or offer a
reasonable explanation for not doing so.

10. The failure either to clear your account or even to offer an explanation is
all disappointing because of our past satisfactory dealings over many
years.

177
B. Vietnamese – English Translation

1. Chúng tôi muốn nhắc quý ngài rằng chúng tôi đã chào bán cho quý ngài
giá thấp trên cơ sở thanh toán tiền sớm.

2. Chúng tôi rất mong quý ngài không cho rằng việc chúng tôi không thanh
toán nợ đúng hạn là cố ý.

3. Chúng tôi rất thông cảm với vấn đề quý ngài gặp phải trong việc thanh
toán số nợ còn lại và sẵn sàng gia hạn nợ thêm 6 tuần nữa.

4. Từ khi chúng tôi viết thư cho quý ngài ngày... về khoản nợ còn lại chưa
được thanh toán tri giá ..., chúng tôi vẫn chưa nhận được thư trả lời. Xét
thấy quý ngài đã ủng hộ chúng tôi trong thời gian qua, nên trước đây,
chúng tôi đã không hối thúc quý ngài thanh toán.

5. Cảm ơn quý ngài đã viết thư và giải thích cho chúng tôi biết tại sao số nợ
trong tháng 5 vẫn chưa được thanh toán. Tuy nhiên, chúng tôi không thể
gia hạn nợ thêm nữa vì chúng tôi cho hưởng mức chiết khấu cao đổi lại
việc thanh toán đúng hạn.

6. Chúng tôi sẽ cho quý ngài thêm 7 ngày nữa để gửi tiền cho chúng tôi, sau
thời gian này vấn đề sẽ được chuyển cho luật sư chúng tôi giải quyết.

7. Chúng tôi cảm thấy đã đủ kiên nhẫn và đã xem xét rất kỹ lưỡng. Tuy
nhiên, bây giờ chúng tôi rất tiếc phải thực hiện các biện pháp để thu hồi
nợ theo luật.

8. Xét thấy quý ngài đã ủng hộ chúng tôi trong thời gian qua, chúng tôi sẵn
sàng cho phép quý ngài thanh toán một nửa số nợ bằng cách gửi chúng
tôi hối phiếu trả ngay và thanh toán phần còn lại bằng cách chấp nhận hối
phiếu đính kèm ký phát thời hạn 30 ngày.

9. Bởi vì chính sách của chúng tôi là kinh doanh dựa trên lợi nhuận thấp nên
chúng tôi tiếc là chúng tôi không thể cho quý ngài hưởng điều kiện tín
dụng dài hạn được.
178
10. Chúng tôi rất ngạc nhiên và thất vọng vì không nhận được thư trả lời của
quý ngài cho 2 lá thư của chúng tôi ngày... nhắc quý ngài về khoản nợ
còn lại tri giá...

III. Letter-writing

1. Công ty anh/chi đã nhận được lô hàng từ công ty Glaston Potteries cùng

với hóa đơn đề ngày... Tuy nhiên, công ty không thể thanh toán như thời hạn
ghi trong hóa đơn. Anh/ chi hãy viết thư gửi ông John Merton, giám đốc
kinh doanh của Glaston để xin lỗi và yêu cầu cho thêm thời gian để thanh
toán với những gợi ý sau:

- Kho hàng bi lụt, nhiều hàng hóa bi hư hỏng

- Chúng ta chỉ có thể thanh toán khi công ty bảo hiểm bồi thường cho
chúng ta trong vòng 4 tuần tới.

- Cam kết chúng ta sẽ thanh toán đầy đủ khi nhận được bồi thường và
mong đối tác thông cảm.

Anh/ chi có thể thêm bớt bất kỳ thông tin nào để thư được hoàn thiện.

Bắt đầu thư bằng “Dear Mr. …”

2. Your company has received a letter dated 28 April from UK Cycles Ltd
concerning your outstanding account for $2,700.00 for three months, in
which they asked you to pay within the next ten days. Write a reply to this
letter, using the following prompts:

- Thank them for their letter (please quote dates)

179
- Explain about the fire at Head Office. Say that it destroyed a lot of
computer data which has disrupted all correspondence with
suppliers and customers, and we need time to get back to our
normal routine.

- Request a further 30 days to settle as politely as possible.

- Say your insurer will release compensation with the coming month,
so we can pay the outstanding account in full.

- Start with “Dear Mr. …”

180
CHAPTER 8: COMPLAINTS and CLAIMS

PARTS OF A COMPLAINT

- Acknowledge receipt of the goods

- State the condition of the goods

- Enclose necessary documents

- State the reason to complain

- Suggest solutions

- Hope for the action

PARTS OF A REPLY

- Acknowledge receipt of complaint

- Explain the mistake

- Solve the problem

- Reject a complaint

- Repeat apologies

- Wait for the acceptance

181
PART I. Sample letters

1. Complaint of wrong goods

a. Complaint

Dear Sirs
Our order No. TL 2643
We acknowledge receipt of full documents and the consignment under the
above-mentioned order on arrival of SS. White Queen at Saigon port on 5th
December 20—.

On first account everything appeared to be correct and in good condition

except case No. 13. When we have this case opened, it has been found that it
contained quite different articles; and we can only presume that a mistake
was made and the contents of this case were for another order.

As we are in urgent need of the articles we ordered to complete our sales to

our own customers, we must ask you to arrange the dispatch of
replacements as soon as possible.

We enclose the Survey Report issued by local Vinacontrol and the list of
contents of case No. 13, and shall be glad if you will check this with our
order and your copy of the invoice.

In the mean time, we are holding the above-mentioned case at your

disposal. Please let us know what you wish us to do with it.

Yours faithfully

182
Comprehension questions

1. What happened to the consignment?

2. What solution does the buyer suggest?

3. What documents are attached with this letter?

4. What is the buyer dealing with the case No. 13?

5. Find the word in the letter which means discretion?

183
b. Reply

Dear Mr.

Our order No. TL 2643

We thank you for your letter dated 6th August. We were glad to learn that the
consignment was delivered promptly, but it was to be regretted that case No.
13 did not contain the goods you ordered.

On going into the matter, we find that a mistake was indeed made in packing
through a confusion of numbers, and we have arranged for the right goods
to be dispatched to you without delay.

We shall be much obliged if you will keep case No. 13 and its contents until
called for by the local agents of the World Transport Ltd., our forwarding
agents, whom we have instructed accordingly.

Please accept our many apologies for the trouble caused to you by the error.

Yours sincerely
Comprehension questions

1. Does the supplier accept the complaint?

2. What have they done to deal with the complaint?

3. What does the supplier ask the buyer to deal with case No. 13?

4. What does the word confusion mean?

5. Find the word in the letter which means quickly?

2. Complaint concerning quality

a. Complaint

Dear Sir/ Madam

184
We have recently received several complaints from customers about your
fountain pens. The pens are clearly not giving satisfaction, and in some
cases we have had to refund the purchase price.

The pens complained about are part of the batch of 500 supplied against
our order number 8562 dated 28 March. This order was placed on the basis
of a sample pen left by your representative. We have ourselves compared the
performance of this sample with that of a number of the pens from this
batch, and there is little doubt that many of them are faulty - some of them
leak and others blot when writing.

The complaints we have received relate only to pens from the batch
mentioned above. Pens supplied before these have always been satisfactory.

We, therefore, wish you to accept return of the unsold balance, amounting to
377 pens, and replace them with pens of the quality our earlier dealings
with you have led us to expect. Please let us know what arrangements you
wish us to make for their return.

Yours faithfully
Comprehension questions

1. What products are complained?

2. Do all the pens supplied contain the same faults?

3. What solution does the buyer suggest?

185
b. Reply (accepting complaint)

Dear Mr. ...

Thank you for your letter dated 10 May pointing out faults in the pens
supplied to your order number 8562. This has caused us a good deal of
concern and we are glad that you brought this matter to our notice.

We have now tested a number of pens from the production batch you
mention, and agree that they are not perfect. The defects have been traced
to a fault in one of the machines, which has now been rectified.

Please arrange to return to us your unsold balance of 377 pens, carriage

forward. We have already arranged for 400 pens to be sent to replace this
unsold balance. The extra 23 pens are sent without charge, and will enable
you to provide free replacement of any further pens about which you may
receive complaints.

We apologize for the inconvenience this has caused you.

Yours sincerely
Comprehension questions

1. What is the reason for the defect?

2. What solution does the supplier make?

3. What does carriage forward mean?

186
3. Complaint of inferior quality

a. Complaint

Dear Sirs

We are very sorry to have to inform that your last delivery is not up to your
usual standard.

The material seems to be too loosely woven and is inclined to pull out of
shape. By separate mail we have sent you a cutting from this material, also
one from cloth of an early consignment, so that you can compare the two
and see the difference in texture.

We have always been able to rely on the high quality of the materials you
sent us and we are all the more disappointed in this case because we
supplied the cloth to new customers. As we shall have to take it back we
must ask you to let us know, without delay, what you can do to help us in
getting over this difficulty.

Yours faithfully
Comprehension questions

1. What problem occurred with the shipment?

2. Why has a cutting been sent to the supplier?

3. What is the problem with the buyer?

187
b. Reply

Dear Mr. ...

We have received your letter of 14 October and thank you for sending us the
two samples of cloth for examination. We have passed these onto the factory
for comment and we quote the following from their reply.

It was found that some short- staple yarn had, by accident, been woven into
the material, and this cloth was put on one side for disposal in a suitable
market. Evidently through an oversight some of the cloth was packed in
your consignment. The factory manager was very grateful for the samples,
as it is possible other buyers may have received these imperfect goods, and
enquiries are being made accordingly.

We told the manufacturers how greatly concerned we were over your

disappointment in the quality, and the fact that you had supplied the cloth to
new customers. They expressed their very great regret, and we have
arranged with them for the immediate despatch. Furthermore, they
guarantee the quality of the cloth now sent.

If you care to dispose of the inferior cloth at the best price obtainable for it,
we will send you a credit note for the difference as soon as we hear from
you.

We apologize sincerely for the trouble caused to you, and will take all
possible steps to ensure that such a mistake is not made again.

Yours sincerely

Comprehension questions

1. What has the supplier done with the two samples?

188
2. What does the supplier ask the buyer to do to deal with the inferior cloth?

3. What does the supplier promise to do?

189
4. Complaint concerning damaged goods

a. Complaint

Dear Sir or Madam

Our order No. R569

We ordered 350 compact discs on 3 January and they were delivered

yesterday. Unfortunately, we regret that 80 of them were badly scratched.

The package containing these goods appears to be in perfect condition and

we accepted and signed for it without question. It was on unpacking the
compact discs when the damage was discovered, and we can only assume
that this was due to careless handling at some stage prior to packing.

We are enclosing a list of the damaged goods and shall be glad if you will
replace them. They have been kept aside in case you need them to support a
claim on your suppliers for compensation.

We look forward to having your early reply.

Yours faithfully
Comprehension questions

1. What happened to the assignment?

2. When was the damage discovered?

3. What does the buyer enclose with this letter?

190
b. Reply

Dear Ms. ...

YOUR ORDER No. R569

We were sorry to learn from your letter of 10 January that some of the
compact discs supplied to the above order were damaged when they reached
you.

Replacements for the damaged goods have been sent by parcel post this
morning. It will not be necessary for you to return the damaged goods, and
they may be destroyed.

Despite the care we take in packing goods sent by carrier, there have
recently been several reports of damage. To avoid further inconvenience
and annoyance to customers, as well as expense for ourselves, we are now
seeking the advice of a packaging consultant in the hope of improving our
methods of handling.

We regret the need for you to write to us and hope the steps we are taking
will ensure the safe arrival of all your orders in future.

Yours sincerely
Comprehension questions

1. What remedy has been taken by the supplier?

2. What is the major reason for the damage?

3. What does the supplier promise to do?

191
5. Complaints concerning shortage of goods

a. Complaint

Dear Sir or Madam

Your consignment under our Order No. 123 carried by SS Song Huong
arrived at our port today. After careful inspection it has been found that
against 24,000 tins of condensed milk ordered and invoiced, the
consignment contains only 23,460 tins. In fact, out of 500 cases received,
thirty cases bearing serial numbers CD48-CD 77 contained 30 tins each,
thus making a shortage of 540 tins.

Please examine the matter and arrange the shipment of missing tins as soon
as possible as we can accept them only if they arrive before the end of
September.

Yours faithfully
Comprehension questions

1. What happened to the consignment?

2. What solution does the buyer suggest?

192
b. Reply

Dear Mrs. ...

We regret to learn from your letter of 7 th August that in our last shipment
forwarded to you on SS Song Huong, 540 tins of condensed milk were
missing.

From the enclosed documents and packing list, you will see that the number
of cases and the tins coincides with that invoiced by us.

We would, therefore, advise you to address your claim to the Insurer, as, in
our opinion, this is a case of pilferage.

We expect you will have no difficulty in obtaining full indemnity from them,
and trust the matter will be settled to your satisfaction.

Yours sincerely
Comprehension questions

1. Does the supplier accept the complaint?

2. What solution does the supplier suggest?

3. Find the word in the letter which means theft.

193
PART II. Vocabulary

Annoyance: sự bất tiện, khó chiu

Batch: lô hàng
Compensation: sự bồi thường
Contents of the case: hàng trong thùng
Credit note: phiếu báo có
Damaged goods: hàng bi thiệt hại
Debit note: phiếu báo nợ
Dispatch the replacements: gởi hàng thay thế
Disposal: sự đinh đoạt, quyết đinh
Indemnity: bồi thường
Inferior cloth: vải kém chất lượng
Keep aside: để riêng
Missing goods: hàng bi thất lạc
Pilferage: trộm cắp
Return of the unsold goods: trả lại phần hàng chưa bán
Survey Report: biên bản giám đinh
To quote: báo giá

Trace: phát hiện

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PART III. Business expressions
1. We shall be very glad if you will Chúng tôi sẽ lấy làm vui mừng nếu
send us replacements for the quý ngài gửi hàng thay thế cho
broken articles, as we need these chúng tôi cho số hàng bị vỡ vì
to complete our sales to our chúng tôi cần số hàng này để hoàn
customers. tất việc bán hàng cho khách hàng
của chúng tôi.
2. We would like to have your Chúng tôi đề nghị quý ngài lưu ý tới
attention to the remaining những chuyến hàng còn lại.
shipments.
3. We greatly regret the mistake in Chúng tôi rất tiếc là do sai sót trong
the number, which resulted in your số liệu đã dẫn đến việc quý ngài
receiving the wrong articles. nhận sai số hàng.
4. Please accept our many apologies Xin hãy cho chúng tôi xin lỗi về
for the trouble caused to you by những phiền hà gây ra cho quý
the error. ngài do lỗi này gây lên.
5. We are writing to complain about Chúng tôi viết bức thư này để khiếu
the shipment of the tractors under nại các ngài về chuyến hàng xe máy
the order number HG12, which kéo theo đơn đặt hàng số HG12, mà
have not received it. chúng tôi chưa nhận được
6. We, therefore, must ask you to do Do vậy, chúng tôi buộc phải yêu cầu
everything possible to hasten the các ngài tiến hành mọi biện pháp để
dispatch. khẩn trương giao hàng ngay.
7. We are extremely sorry about this Chúng tôi lấy làm tiếc về sự chậm
delay but you will realize that it trễ này nhưng quý ngài sẽ nhận thấy
was due to circumstances beyond rằng đây là do những tình huống
our control. nằm ngoài khả năng của chúng tôi

195
8. We regret that we have to Chúng tôi lấy làm tiếc rằng chúng
complain about the way in which tôi phải phàn nàn về cách đóng gói
the consignment has been packed. chuyến hàng này.
9. The goods we received are very Số hàng mà chúng tôi nhận được có
much inferior in quality to your chất lượng kém hơn nhiều so với
sample. mẫu của quý ngài.
10. We have today taken delivery of Ngày hôm nay chúng tôi đã nhận
the consignment sent against B/L đựợc chuyến hàng gửi theo vận đơn
No…, dated… số…, đề ngày…

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PART IV. Exercises

I. Fill in the blanks with the appropriate words or phrases

1. Complaint of frequent late deliveries

Dear Mr. …

We ordered 6 filing (1)........................ from you on 2 July on the

understanding that they would be (2).................... within one week.
However, these were not received until this morning.

Unfortunately, there have been similar (3).................... on several previous

occasions, and their (4).................... frequency in recent months compels us
to say that business between us cannot continue in conditions such as
(5).....................

We have felt it necessary to make our (6).................... known since we

cannot give reliable (7).................... dates to our customers unless we can
count on (8).................... given by our suppliers.

We hope you will understand our (9).................... in this matter, and trust
that from now on we can rely on (10).................... delivery of our orders.

Yours sincerely

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2. Reply

Dear Mr. ...

Your letter of 18 July (1).................... delays in delivery came as a surprise,

as the absence of any (2).................... complaints led us to believe that
goods supplied to your orders were (3).................... you promptly.

It is our usual practice to (4).................... goods well in advance of the

promised (5).................... dates, and the filing cabinets to which you refer
(6).................... here on 5 July. We are very concerned that our efforts to
give punctual delivery should be (7).................... by delays in transit. It is
very possible that other customers are also (8)...................., and we are
taking up this whole question with our carriers.

We thank you for drawing our attention to a situation of (9).................... we

had been quite unaware until you wrote to us. Please accept our apologies
for the (10).................... you have been caused.

Yours sincerely

198
3. Complaint of non-delivery

Dear Mr. ...

Order No. VC 58391

We are writing to you with (1).................... to the above order and our letter
of 22 May in which we asked you when we could (2).................... delivery of
the 60 dynamos (Artex model 55) you were to have supplied on 3 June for
an (3).................... order.

We have tried to contact you by phone, but could not get anyone in your
factory (4).................... knew anything about this matter.

It is essential that we deliver this (5).................... to our Greek customers on

time as this was an initial (6).................... from them and would give us an
opening in the Greek market.

Our deadline is 28 June, and the lorries have been completed

(7).................... for the dynamos that need to be fitted.

Unless we receive the components within the next five days, the order will
be (8).................... and placed elsewhere. We should warn you that we are
holding you to your delivery (9).................... and if any loss results because
of this late delivery we will be taking (10).................... action.

Yours sincerely

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4. Reply
Dear Mr. …

Thank you for your letter of 20 June concerning your (1) .................... (No.
VC 58391) which should have been supplied to you on 3 June.

First let me (2) .................... for your order not being delivered on the due
date and for the problems you have (3) .................... in getting in touch with
us about it. But as you may have read in your newspapers we have
experienced an industrial (4).................... which has involved both
administrative staff and employees on the shop floor, and as a (5)
...................., has held up all production over the past few weeks.

I can tell you that the dispute has been settled and we are back to normal
production. There is a backlog of orders to (6) .................... up on, but we
are using associates of ours to help us fulfil all outstanding commitments:
your order has been given priority, so we should be able to deliver the
dynamos before the end of this week.

May I point out with (7)...................., that your contract with us did have a
standard clause stating that delivery dates would be met unless (8)
.................... circumstances arose, and we think you will agree that a dispute
is an exceptional circumstance. However, we quite understand your problem
and will allow you to cancel your contract if it will help you to meet your
own (9).................... with your Greek customers. But we will not accept any
responsibility for any action they may take against you.

Once again let me say how much I regret the inconvenience this delay has
caused, and emphasize that it was due to factors we could not have known
about when we accepted your delivery dates.

Please phone or fax me letting me know if you wish us to (10) ....................

your order or whether you would prefer to make other arrangements.
200
I look forward to hearing from you within the next day or so.

Yours sincerely

5. Reply
Dear Mr. …

Thank you for informing us about the (1).................... to our consignment

(Inv. No. 18871).

From our previous (2).................... you will realize that this sort of problem
is quite (3)..................... Nevertheless, we are sorry about the
(4).................... it has caused you.

Please would you return the (5).................... consignment to us, postage and
packing (6)...................., and we will ask the shipping company to come and
inspect the damage so that they can arrange (7)..................... It is unlikely
that our insurance company needs to be (8).................... with this case.

If you wish us to send you another (9).................... as per your order No.
14478, please let us know. We have the garments in (10).................... and it
would be no trouble to send them within the next fortnight.

Yours sincerely

201
II. Matching

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

A B
1. It's not our fault a. we are sending the consignment to
you carriage forward

2. You should make it right b. we are not responsible for the error
3. We want our money back c. we would like to complain about
4. You have to pay when the goods d. we will have to take legal action
are returned to you
5. We will sue you e. you seem to have made an error
6. You made a mistake f. the products are not satisfactory
7. We won't buy anything from g. we will not re-order
you again
8. The goods are rubbish h. you have not followed our
instructions
9. We're complaining about ... i. please correct the error

10. Why don't you pay attention? j. we would like a refund

III. Rewrite the following sentences so that they have a similar meaning
to the one above, but are more suitable for formal business
correspondence.

1. If we had known they were going out of business, we would not have
given them credit.

=> Had we .......................................................................................................

2. We wrote to you on 5 January: Our letter complained about poor

workmanship.
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=> In our letter.................................................................................................

3. 'Please contact our accounts department,' the secretary said.

=> The secretary told me..................................................................................

4. We want the consignment returned before we give you a refund.

=> Could .....................................................................................................

5. You have made an error on your September statement.

=> An error .....................................................................................................

6. We will deal with the problem as soon as we have the details.

=> The problem ................................................................................................

7. The credit is too large for us to allow.

=> The credit is so ...........................................................................................

8. They offered to exchange the goods and give us a discount.

=> Not only

9. Fill out the details on the credit application form and return it to us.

=> After you

V. Translation

A. English-Vietnamese Translation

1. We have received the documents and taken delivery of the goods under
the order No.123, which arrived at Saigon port on the SS White Queen
yesterday.

2. When we have this case opened, we found that it contained quite different
articles.

3. After careful examination, it has been found that against 100 drums
ordered and invoiced the consignment contains only 98 drums.

203
4. On checking the goods received we find that some items on your invoice
have not been included.

5. I am enclosing the survey report issued by Vinacontrol to the effect that

the damage was noticed when they were discharged at the port.

6. In the mean time, we are holding the above- mentioned case at your
disposal, please let us know what you wish us to do with it.

7. We hope that this will not occur in the future and that our next orders will
be dispatched strictly according to our wishes.

8. We were sorry to learn from your letter of 10 January that some of the
compact discs supplied to the above order were damaged when they
reached you.

9. Despite the care we take in packing goods sent by carrier, there have
recently been several reports of damage.

10. Please examine the matter and arrange the shipment of missing tins as
soon as possible as we can accept them only if they arrive before the end
of September.

204
B. Vietnamese-English Translation

1. Để tỏ thiện chí, chúng tôi xin bồi thường 1000 đô la để giải quyết dứt
điểm khiếu nại của quý ngài.

2. Bộ phận đóng gói không đồng ý rằng loại vải sử dụng kém chất lượng.
Họ cho rằng chắc chắn các thùng hàng đã bi bốc dỡ cẩu thả.

3. Một lần nữa, chúng tôi thành thực xin lỗi về những phiền hà đã gây ra cho
quý ngài và sẽ thực hiện mọi biện pháp để đảm bảo rằng sơ xuất kiểu này
sẽ không tái diễn.

4. Bức thư này là để thông báo với các ngài rằng chúng tôi không nhận được
tin gì của các ngài về chuyến hàng theo đơn đặt hàng nói trên, lẽ ra
chuyến hàng này phải đến chỗ chúng tôi cách đây một tuần rồi.

5. Khi chúng tôi đặt đơn hàng này với các ngài, chúng tôi nhấn mạnh rằng
việc giao hàng ngay là rất quan trọng

6. Điều cực kỳ cần thiết là hàng phải giao đúng thời gian; nếu không chúng
tôi không thể thực hiện được việc bán hàng của mình.

7. Chúng tôi lấy làm tiếc rằng nếu chúng tôi không nhận được tin của quí
ngài trong thư về, chúng tôi sẽ buộc phải hủy bỏ đơn hàng này.

8. Chúng tôi tin rằng các ngài sẽ không để đến mức chúng tôi phải kiện quí
ngài.

9. Bên nhà máy đã thông báo cho chúng tôi rằng do nhu cầu trong nước tăng
ngoài mức dự tính, họ đã không thể thực hiện được các đơn hàng và
chậm giao đối với một số chuyến hàng.

10. Chúng tôi sẽ làm tất cả những gì có thể được để ngăn chặn tình trạng
này tái diễn và sẽ gửi các đơn hàng sau này của quý ngài theo đúng yêu
cầu của quý ngài.

VI. Letter-writing

1. Gap-filling

205
Use the a, or the, or leave the spaces blank in this letter of complaint

Dear Mr Toda

AWB 4156/82

We are writing to point out that (1)...................... -above delivery, which

arrived yesterday, was (2)...................... week late. This is (3)......................
second time we have had to write to you on this subject, and we cannot
allow (4)...................... situation to continue.

We have already explained that it is essential for (5)...................... medical

equipment to arrive on (6)...................... due date as (7)...................... late
delivery could create (8)...................... very serious problem.

Unless we have (9)...................... absolute assurance that you can guarantee

(10)...................... promptness of all future deliveries, we will have to look
for another supplier. We will want your confirmation before we place our
next order.

Yours sincerely

Carlo Lotti

Head of Administration

206
2. Write the letter from Mr Hirio Toda, the Sales Manager of the above
company to Mr Lotti, politely explaining that the orders were sent to your
factory address, not your administrative address, as above, and explain what
that means in terms of delay. However, sympathize with Mr Lotti and
suggest a solution to the problem.

207
REFERENCES

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