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1c. DDU (delivery duty unpaid) - The seller pays all delivery costs, except
for import duty, to a named destination.

2b. CFR (cost and freight) - The seller pays all delivery costs to the port.

3d. CIF (cost, insurance, and freight) - The seller pays all delivery costs to
a named destination, except for insurance.

4a. EXW (ex-works) - The buyer pays all delivery costs once the goods
have left the seller’s factory or warehouse.

5f. FAS (free alongside ship) - The seller pays all delivery costs to named
destination.

6e. FOB (free on board) - The seller pays all delivery costs to when the
goods are on board the ship.

a. current account-3 Account into which a customer can pay money or

draw it out, without giving notice

B9. sight draft -Bill of exchange that must be paid immediately it is

presented

balance-6 Difference between the totals of money coming into and going
out of a bank account

bank transfer-Movement of money from one bank account to another.

due date-2 Date by which an account should be settled.

protest-1 Take legal action to obtain payment.

h. remittance-Payment

statement of account-7 List of amounts paid and owed.

documentary credit-Letter of credit that requires the seller to supply

shipping documents to the bank to obtain payment

debit note-Document informing a customer of money owed

C forwarding agent: 1 Person or organization that conveys goods to their
destination.

g. covering letter: 2 Letter accompanying a document or goods,

explaining the contents

invoice 3 List of goods or services that states how much must be paid for
them.

h. advice note: 4 Document informing a customer that a consignment is on

its way to them.

d. settlement 5 Payment of an account

Compliments slip 6 Small piece of paper with a company's details on it.

f. ship 7 To send goods by road, rail, air, or sea.

e. airway bill 8 Document that gives information about goods sent by air

carriage forward :1. Condition of sale when the customer pays for the
transport of the goods.

Incoterm 2. Internationally used term which indicates which price is being

quoted to the customer.

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

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

Under separate cover 5 In a separate envelope or parcel.

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

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

Subsidiary 1. Company that is partly owned by a larger one.

customer 2. Person who buys goods or services from a shop or company
large amount

quantity discount 3Money taken off the usual selling price of goods when
the buyer is purchasing a

showroom 4. where a company demonstrates its products.

catalogue 5 Publication giving details of goods or services offered by a

company

estimate 6. Price given for work to be done.

Tender 7. Written estimate, usually for a large job such as building a

factory.

Prospectus 8. Publication giving details about a school or college.

Wholesale 9. Person or company that buys goods from manufacturers and

sells them to retailers.

sale or return 10 Term used when a supplier agrees to buy back unsold
goods

ENQUIRIES
OPENING
Tell what sort of organization you are and the reason why you
are writing this letter

✓We are a co-operative wholesale, based in...

✓Our company is a subsidiary of ... and we are writing this

letter to...
✓We are ABC Company, and we are interested in...

BODY
1.Asking for catalogues, price lists, etc...
→Point out briefly any particular items you are interested in.

✓Could you please send your current catalogue and price list
for...? We are particularly interested in...

✓Please would you send me an up-to-date price list for...

2. Asking for details
→When asking for goods or services you should be Specific and
state exactly what you want.

✓Could you please give me more information about...

✓I would appreciate more details about the... which you are

currently advertising on your website.

✓We have heard about your (latest equipment), and would like
more details. Please send us any information you can supply.
3. Asking for samples, patterns

✓When replying, could you please enclose a sample?

✓We would also appreciate it if you could send some samples
of the (material) so that we can examine the texture and
quality.
4. Suggest methods of payment, and discounts

✓We usually deal on a 30%trade discount basis with an

additional 5% quantity discount for orders over 1000 units.

✓As we intend to place a substantial order, we would like to

know what quantity discounts you allow?
CLOSING
•Usually a simple 'thank you' is sufficient to close an enquiry.
However, you could mention that a prompt reply would be
appreciated, or that certain terms or guarantees would be
necessary.

✓We hope to hear from you in the near future.

✓We would be grateful for an early reply.

REPLYING TO ENQUIRIES
OPENING
Thank the writer for his or her enquiry. Mention the date of his
or her letter. Examples:
❖Thank you for your enquiry of 6 June 2017 in which you
asked about...

❖I would like to thank you for your enquiry of 6 June 2017 in

which you asked about...
BODY
1.Confirming that you can help
Let the enquirer (sender) know near the start of your reply if
you have the product or can provide the service he or she
asking about. Examples:

❖I am pleased to say that we will be able to

provide/supply/offer the sample of textile you require.

❖We offer a full two-year guarantee.

2. Selling your product
Encourage or persuade your potential customer to do business with
you. Mention one or two selling points of your product, including any
guarantees, special offers, and discounts. Example:
❖We feel sure you will agree that they are of the highest quality,
and to see a whole collection online, please visit our website at
www.abc.com.vn
3.Suggesting alternatives
If you do not have what the enquirer has asked for, but have an
alternative, offer that. Example:
❖I am sorry we do not have the product/model you asked for, but can
assure you that the alternative I have suggested will meet your
requirements.

CLOSING
Always thank the customer for contacting you. If you have not
done at the beginning of the letter, you can do at the end. You
should also encourage further enquiries.Examples:

❖Once again, we would like to thank you for writing. We

would welcome any further questions you might have.

❖We hope to hear from you again soon, and can assure you
that your enquiry will be dealt with promptly.

ORDERS
OPENING
Make it clear that there is an order accompanying the letter:
➢I would like to place an order for the sport t equipment.
Please find enclosed...(our Order no.B4521) OPE
body
PAYMENT
Confirm the TERMS OF PAYMENT

➢We would like to confirm that payment is to be made by...

(letter of credit/Bank draft)
➢We would like to confirm that we accept all the method of
payment.
DISCOUNTS
Confirm the agreed discounts

➢We would like to thank you for the 15% trade discount
and 5% quantity discount you allowed us.

➢We would like to confirm that 10% quantity discounts is

quite satisfactory
DELIVERY
Confirm the deliver y dates

➢It is essential that the goods are delivered before the

beginning of November, in time for the Christmas sales
period.

➢Delivery before 28 February is a firm condition of this

order, and we reserve the right to refuse goods delivered
after that time.
METHODS OF DELIVERY
Advise the company on how you want the goods packed
and sent.

➢Please send the goods by express freight as we need

them urgently.
➢Could you please ship by scheduled freighter to avoid
any unnecessary delays?

CLOSING
➢We hope that this will be the first of many orders we place
with you

.➢We will place further orders if this one is completed to

our satisfaction.

➢If our sales targets are met, we shall be placing further

orders in the near future.

➢I look forward to receiving your confirmation .

COMPLAINTS
OPENING
Complain as soon as you realize a mistake has been made. There is
no need to open by apologizing for the need to complain.

➢We would like to inform you about the damage to our consignment.
➢I am writing to complain about the shipment of pine-finished
dressing tables we received yesterday.

EXPLAINING THE PROBLEM

•Politely point out the mistake to your receiver.
•If the mistake occurs several times, you may be able to work out why
it is happening.
 ➢In a recent shipment from New Tech Answers, there are two
problems: we received the wrong manuals and our account was
incorrectly billed.

➢On April 1, we placed the following order: one copy of TM-0053-3,

and one copy of TM-0056-7. On May 7, we received two copies of TM-
0035-3. We did not receive TM-0053-3 or TM-0056-7.

ex
a.Your shipment of file cabinets arrived damaged on March 12.
b.We only received two of the three cartons of copy paper that we
ordered on April 10.

SUGGESTING A SOLUTION
•If you think you know how the mistake can be corrected, let your
receiver know

➢Please send us the two (2) manuals that we ordered. Also please
correct our account, No. 594-NT...

➢I would be grateful if you could send my consignment as soon as

possible, and collect the wrongly delivered goods.

ex
a.I would like you to cancel the order and credit our account for the
two manuals we did not receive.
b.I would like to receive the two additional software packages by
November 15.

CLOSING
Thank the reader

➢Thank you for your attention to this matter.

➢I appreciate your taking care of this for me.

➢Thank you in advance.

➢I look forward to hearing from you soon.