CHAPTER 1 &2

LAYOUT & CONTENT & STYLE

I. Choose the best answer.
1. What can you see in the letterhead?
a.) Company logo, company signature, address
b.) Company name, company logo, address, contact details
c.) Company name, company logo, manager’s name
d.) Company logo, trademark, contact details.
2. To be able to have distinction and appropriateness, the letterhead should be ……
a.) designed by a specialist b.) colorful and attractive
c.) designed by any person in the film d.) full of volume and theme
3. The correct way of writing the date in British English Style is ………….
a.) March 11,2015 b.) 11th March, 2015
c.)11th March 2015 d.) 03-11-2015
4. The inside address consists of …………...………and is placed on the …….......……of
the page.
a.) The name and address of the correspondent/ right side
b.) The company name and logo of the writer/ left side
c.) The name and address of the correspondent/ left side
d.) The name and address of the reader/ right side
5. When is the attention line necessary?
a.) When addressing a specific person b.) When the message is urgent
c.) When addressing a problem d.) When the message is long
6. December 15, 2015. This date format follows the…………………..
a.) Normal Style b.) American Style
c.) British Style d.) New Generation Style
7. What are the characteristics of the subject line?
a.) Short and serve as an immediate reference b.) long and serve as a reference
c.) Short and clear d.) long but understandable
8. The complimentary close should match the…………… in its degree of formality.
a) salutation b) attention line
c) business letter d) documentary
9. The best partners for the salutation and complimentary close are……………
a.) Dear Sir: , Yours faithfully. b.) Dear Mr. Heidi:, Thank you.
c.) Dear Madam:, Sincerely yours d.) Dear Mrs. Gail:, Sincerely.
10. The signature should be signed with the………………..
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a) computer software b.) printer
c.) writer’s own hands d.) stamp pad
11. This is used in signatures when signing letters on behalf of the company.
a.) p.p InterCon Company b.) p.p Harold Wayne
c.) w.p InterCon Company d.) w.p Harold Wayne
12. This is the proper way of using the enclosure.
a.) Encl. Bill of lading (3 copies) b.) Enc. 1 copy
c.) Encl. Invoice d.) Encs. Packing list
13. Which is the proper way of using the carbon copy?
a.) cc: to Accounting Department b.) cc. Accounting Department
c.) copy: Administration Department d.) copies: Mr. Andrew Ho;Mr. Robert Son
14. Choose the correct salutation for a person with a profession.
a.) Dear Dr. Howard: b.) Dear Mr. Smith:
c.) Dear Robert: d.) Dear Sir:
15. This is one of the most commonly used complimentary close.
a.) Its Me, b.) Yours,
c.) With love, d.) Yours sincerely,

II. Arrange the following data in their proper order and correct the mistakes by
putting the appropriate format or punctuation.
1. Canada/ Subject: Delayed Order Delivery/ January 2016, 15/ Dear Mr. Lee,/
Hyancinth Tiles Co. Ltd/ 143 Cambie Street, Vancouver/
2. Kama/ Subject: Delayed Order Delivery/ January 2016,16/ Dear Mr. Kyo,/ Candi
Tehran Clothing Co. Ltd/ Dongdaemun Street, Seoul/
3. The Manager/ Reading Timber Co./ 20 February 2010/ 17 Same Street/ Manchester,
England/
4. 20th June 2012/ Dear Mr. Howard/ Dasa Book lnternational/ Attention: Philip
Howard/ Gulfport, Mississipi/ U.S.A./ Subject: Urgent Order Needed/
5. Bangkok. Thailand. / ProCongress Co./ Ladprao 7l / March 2,2016/ Dear Madam/

III. Translate into English

1. Địa chỉ và địa chỉ email của Công ty xuất nhập khẩu văn phòng phẩm là gì?
2. Khi viết thư phải viết rõ ràng và tự nhiên.
3. Giấy tôt, hình thức bức thư đẹp rất quan trọng, nhưng quan trọng hơn là nội dung của
nó.
4. Chúng tôi đã nhận được thư của các ngài đề ngày 20 tháng 3 và xin rất cảm ơn.
5. Chúng tôi tin tưởng rằng những tài liệu này sẽ có ích cho các ngài

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 6. Địa chỉ và địa chỉ email của Công ty xuất nhập khẩu văn phòng phẩm là gì?
7. Khi viết thư phải viết rõ ràng, dễ hiểu và tự nhiên.
8. Giấy tôt, hình thức bức thư đẹp rất quan trọng, nhưng quan trọng hơn và quyết định
sự thành công hay thất bại của một bức thư là nội dung của nó.
9. Chúng tôi đã nhận được thư của các ngài đề ngày 20 tháng 3 và xin rất cảm ơn.
Thank you for your letter of March 20th, which we have received recently.
Thank you for your letter dated March, 20th.
10. Chúng tôi tin tưởng rằng những gì chúng tôi đang gửi cho các ngài sẽ có ích cho các
ngài.
IV. Write a letter by using the following prompts.
- Ngày viết thư 31/8/2021
- Người gửi: Công ty xuất nhập khẩu gốm sứ, 36 phố Bà Triệu, Hà Nội; địa chỉ email:
gomsuhanoi@gmail.com; điện thoại: 0243587979
- Người nhận: Neil Anderson; Gillbert, Ltd. Colombia Housw, Aldwych, London, W.P 3;
U.K.
- Đại diện cho GOMSUHANOI ký thư là ông Nguyễn Thành Quang, chức vụ: tổng giám
đốc
- Nội dung thư: GOMSUHANOI cám ơn thư của bạn hàng đề ngày 20/8/2021 và mẫu hàng
các mặt hàng đã và đang được xuất khẩu sang Đông Âu và Châu Á Thái Bình Dương.
GOMSUHANOI sẽ nghiên cứu và rất có thể đặt những đơn hàng mua thử đầu tiên trong
tương lai gần.

CHAPTER 3
INQUIRY LETTER

Exercise 1. Choose the best answer to fill in each gap.

1. a. you advertised b. advertising

2. a. Could you send us b. Could you tell us if
3.a. It would be helpful if b. I would appreciate
4.a. We look forward to b. We would be grateful
5.a.Yours sincerely b. Yours faithfully

Dear Sir/ Madam

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We are a large record store in the center of Poitiers and would like to know more about the
tapes and cassettes (1)……………………. in this month’s edition of “Hi Fi News”.

(2)……………the cassettes are leading the brand names, or made by small independent
companies, and whether they would be suitable for recording classical music or only
dictations and messages? (3)………………you could send us some samples, and if they are
of standard we require, we will place a substantial order. We would also like to know if you
are offering any trade discounts.

Thank you for your attention. (4)………………or an early replying.

(5)………………

P. Gerard

Exercise 2. Translate into English

1. Chúng tôi rất mừng nếu các ngài gửi cho chúng tôi ca-ta-lô mới nhất và bảng giá
hiện hành cho những mặt hàng nói trên.
2. Chúng tôi là khách hang thường xuyên mua mặt hàng này và chúng tôi sẽ rất vui
mừng nếu các ngài gửi mẫu và cho chúng tôi biết giá thấp nhất các ngài có thể chào
bán.
3. Chúng tôi muốn mua quần áo may sẵn nam nữ của các ngài. Đề nghị các ngài gửi
mẫu hàng này và cho chúng tôi biết về chi tiết giá cả và thanh toán.
4. Chúng tôi muốn mau xi măng nhãn hiệu con Rồng đỏ của các ngài và sẽ rất mừng
nếu các ngài bán giá F.O.B Hải Phòng cho chúng tôi.
5. Nếu các ngài có thể bán cho chúng tôi những mặt hàng có phẩm chất tốt, chúng tôi
sẽ đặt mua thường xuyên với số lượng lớn.

Exercise 3. Write an enquiry

1. Harold Walters, purchasing officer for Eastern Meat Supply Ltd., Hong Kong is
inquiring into the insurance policy for an international shipment of beef from LJ
Hooker Ltd, Sydney. Mr. Walters needs to be insured for all risks of physical loss or
damage, including: thief, pilferage, spillage, pirating and hijacking; fire,
environmental damage and non-delivery during the delivery of his order. Please
write Mr. Walters’ inquiry letter for him.

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 2. Paul Radison, Purchasing Manager for Billiton Office Supplies, Scotland is
inquiring into the supply of 45 x XJ 564 Canon Copiers that he ordered previously
from Canon (UK) Ltd., London, but they were out of stock. Help him write this
inquiry letter into the availability of these items for his next order or to any similar
adjusted alternatives that can be made.
3. The Manager of Samuels Shiwing Company, Perth, Australia is requesting product
information about nylon ropes from Jannagu Mooring, Ltd., Singapore. Write this
letter for the manager that outlines his needs: the sizes, elasticity tensions and lengths
of the full range of ropes that they have in supply.

4. Write a letter for Mr. Joan Barry of Strickers lnternational Ltd, England, about the
availability of a discount offered when ordering in bulk quantities, from the
Manager of Buick Inc., New York. The letter should include information for the
trade discount rate and the required quantity to be ordered to qualify for any
discount.
5. Joe Senguetti of Empori Fashions Ltd. Milan, is requesting samples of the full
range of fabrics that J.W. Singh and Sons Ltd, Mumbai, India, offer. Also, can they
provide design samples of each of their main lines, so Mr. Senguetti can do a survey
for his outsourcing requirements. Write this letter outlining this information.

REPLIES
Exercises
I. Translate into English.
1. Thưa các ngài,
Chúng tôi xin cám ơn thư của các ngài đề ngày 4 tháng 4 hỏi về các loại thảm
của chúng tôi và điều kiện cho một đơn đặt hàng mua số lượng lớn. Chúng tôi đã
gửi bằng bưu kiện hàng loạt mẫu thảm thuộc các chủ đề và bằng các nguyên liệu
khác nhau kể cả bằng sợi tổng hợp.
Chúng tôi xin gửi kèm đây bảng giá, cùng với chi tiết các điều kiện cho một đơn
mua hàng mua số lượng lớn.
Chúng tôi mong được tin và ý kiến của các ngài về thảm của chúng tôi.
Kính chào!

2. Thưa các ngài,

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Chúng tôi cảm ơn thư của Quý ngài đề ngày 20 tháng 12 trong đó quý ngài hỏi
mua xi măng nhãn hiệu con Rồng đỏ của chúng tôi.
Chúng tôi rất tiếc báo cho các ngài rõ là mặt hàng này hiện nay đã hết nhưng
chúng tôi có thể bán cho các ngài loại xi măng nhãn hiệu con Rồng xanh chất
lượng tương tự và cùng giá như loại quý ngài hỏi mua. Loại xi măng này được
nhiều khách hàng ưa chuộng nên bán rất chạy.
Chúng tôi xin gửi kèm thư này bảng giá theo điều kiện F.O.B Hải Phòng và hy
vọng các ngài sẽ đặt hàng sớm.
Kính thư!

II. Read the following enquiries and write replies.

1. Dear Sirs,
We are interested in the cutter Model GH advertised in the latest issue
of the “Industry”.

We shall be obliged if you send us a quotation for the above mentioned

tool. Please quote your latest price and state the time of delivery and
the most favorable terms of payment. The price is preferred to be
quoted F.O.B Hai Phong.

We also request you to send us Brochures and Specifications of your

other products.

Yours faithfully,

Read the following enquiry and write a reply.

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 Dear Sir/ Madam,

Your name and address have been given to us by the Japan-Vietnam Trade
Association.
First of all, we would like to take the opportunity of introducing ourselves as one
of the country’s leading trading companies dealing with all kinds of materials for
industry such as iron ore, coal, and so on.
At present we are extensively engaged in importing hardwoods and are now
proposing to extend our business into the softwood area. We are also
investigating the possibility of importing from Vietnam.
We would, therefore, be obliged if you kindly let us have your offer of the goods in
question.
We are looking forward to receiving your reply.

Yours faithfully,

CHAPTER 4
ORDERS & REPLIES
Exercise 1. Complete the sentences by using the words in the box.
balance concerning delivery enclosed

following items order submit

Guangzhou Exports
No.6 Sarian South Street
Guangzhou S133113
Phone: (86-20) 8120-8877
Fax: (86-20) 8120-8777

March 18, 2018

Ms. Carmen Santana
Go Manufacturing
Western Industrial Zone

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Guangzhou 511356

Dear Ms. Santana,

I am enclosing Purchase OrderA-53 for the (1) …………………office supplies:
- 10 boxes of printer paper
- 5 boxes of no envelopes
We would like these (2) ……delivered no later than Monday afternoon. (3) ………
instructions are on the (4) ………… purchase order.
As usual, please apply the total of this (5) ……………… against our credit line. We will
pay the (6)………………..at the end of the month when you (7) ………… an invoice.
If you have any questions (8) ………… our order, please do not hesitate to contact me.

Yours sincerely,
John Yu
John Yu
Purchasing Supervisor
Enclosure

Exercise 2. Translate into English

1. Chúng tôi xin cảm ơn mẫu hàng các ngài đã gửi cho chúng tôi hôm 25 tháng
trước và chúng tôi muốn đặt 5,000 chiếc thảm theo đúng yêu cầu mà chúng tôi
gửi kèm thư này.
2. Xin các ngài giao hàng theo đúng đơn đặt hàng của chúng tôi. Chúng tôi sẽ
không nhận hàng sau ngày 31 tháng 12 vì lúc đó không còn là thời vụ bán
hàng của chúng tôi trên thị trường nữa.
3. Hy vọng của chúng tôi là việc thực hiện hoàn hảo đơn hàng này sẽ dẫn đến
những mối quan hệ buôn bán ngày càng tốt đẹp hơn giữa chúng ta trên cơ sở
đôi bên cùng có lợi.
4. Chúng tôi xin cảm ơn mẫu hàng các ngài đã gửi cho chúng tôi hôm 25 tháng
trước và chúng tôi muốn đặt 5,000 chiếc thảm theo đúng yêu cầu mà chúng tôi
gửi kèm thư này.

5. Xin các ngài giao hàng theo đúng đơn đặt hàng của chúng tôi. Chúng tôi sẽ
không nhận hàng sau ngày 31 tháng 12 vì lúc đó không còn là thời vụ bán

8
 hàng của chúng tôi trên thị trường nữa.
6. Hy vọng của chúng tôi là việc thực hiện hoàn hảo đơn hàng này sẽ dẫn đến
những mối quan hệ buôn bán ngày càng tốt đẹp hơn giữa chúng ta trên cơ sở
đôi bên cùng có lợi.

Exercise 3. Writing a covering letter & a reply to an order letter.

1. You have received an offer for electric bikes Model HGQ from a Thai
company. All terms and conditions are found acceptable so that you decide to
place an order with the company via its official order form. Write a covering
letter in which you confirm the agreed terms of payment, discount, delivery
and method of delivery.

2. You are about to ship an order for 50 tons of sesame to a firm in Hong Kong.
Due to bad crop, you are having difficulty in collecting them. Write to your
customer explaining the delay and informing him/her when the consignment
can be expected.

Exercise 3. Writing a covering letter & a reply to an order letter.

3. You have received an offer for electric bikes Model HGQ from a Thai
company. All terms and conditions are found acceptable so that you decide to
place an order with the company via its official order form. Write a covering
letter in which you confirm the agreed terms of payment, discount, delivery
and method of delivery.

4. You are about to ship an order for 50 tons of sesame to a firm in Hongkong.
Due to bad crop, you are having difficulty in collecting them. Write to your
customer explaining the delay and informing him/her when the consignment
can be expected.

Exercise 4. Translate into Vietnamese

1.Dear Sirs,

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The first shipment of your CT860 all-purpose tractors was selling within a week of its
arrival. We now have firm orders for another 30. We accordingly enclose our order PI94 for
a further consignment, CIF Saigon.
The CT 860 is by far the best light weight tractor on the market at present and we feel it has
a great potential here. In theory there is no reason why you should not sell a great many
here, in practice, however, it is not quite so easy. The main difficulties with which we have
to content are as follows:
- We have customers who are so impressed by the fork lift on the CT860 that they are
prepared to pay 10% more for immediate delivery; they claim that the tractor is helping to
pay for itself in the three monthsthey would normally have to wait for delivery. As we have
not the capital to carry large stocks, we are forced to sell on consignment, thereby losing a
substantial amount of business.
- We have customers who have one of your tractors but who refuse to order any more
because of the long delay in obtaining spare parts they maintain that even when a spare part
is sent off promptly there are further delays because payment may only be made by
irrevocable letter of credit.
As a remedy for the above we suggest that you consider some way ofgranting us special
facilities so that we may carry substantial stocks of thismagnificent tractor in all our
branches and that you find some way ofspeeding ups shipment of spare parts and changing
the method of payment.
We should be obliged if you would give these points your earliest consideration and let us
have your comments.
Yours faithfully,
2.Dear Sirs,
We thank you for your letter of 25th February, together with your order PI94. We have
made special arrangements to have this order shipped per MS "Do Miguel" sailing from
Liverpool on 10th March and due Saigon on 15th April.
We have been very fortunate on this occasion since it is generally rather more difficult to
get orders shipped within a fortnight of receiving them. If we could guarantee such prompt
shipment on receipt of every order, you would have no more stock problems.
We agree with you that the CT860 is the best tractor of its kind on the market and that is has
a great potential in Vietnam. In view of this we have approached ECGD (the Export Credit
guarantee Department) here and are at present negotiating an arrangement to grant you
credit so that you may carry a reasonable stock.
With regard to delays in forwarding spare parts, we think that this problem has now been
solved. We have formed an entirely new spare parts division coming into operation at the
end of this month, which means that we shall be able to despatch spares with the minimum
of delay.
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We shall be writing to you as soon as we hear from ECGD, which should be very soon.
Yours faithfully,
3.Dear Sirs,
We thank you for your letter of 4 march and look forward to a prompt solution to the
problem set out in our last letter.
We are very pleased to learn that your new spare parts division will soon be in operation
and we enclose an order, R. 804 for spares urgently required by some of our customers.
Incidentally, you did not mention whether you have any intention of revising the method of
payment for orders placed by customers themselves.
We look forward to the prompt receipt of the enclosed order.
Yours faithfully,
4.Dear Sirs,
We are pleased to inform you that the above order is being sent off immediately by air
freight and should be in your possession within the next few days.
With regard to the question of payment we are prepared to accept Banker's Transfer for
orders for spare parts received direct from the customers provided that we have had your
recommendation before hand. We suggest that you forward us a list of the customers with
our tractors, who are likely to want spare parts sent direct, and tick off those you consider
would pay by Banker's transfer without any undue delays.
Yours faithfully,
5. Dear Sirs,
We are pleased to inform you that the tractors ordered in February, our order P194 arrived
in perfect condition on the scheduled date and have now been distributed to their respective
customers.
We are now in a position to order another shipment and enclose herewith our order PI96 for
30 CT860 tractors. We should be obliged, if you could arrange it, and if you would ship 10
of these tractors to 2 bis Phan Xich Long, Phu Nhuan District, HCM City where we have
just opened a new branch, and the remaining 20 to Singapore.
We are convinced that you are losing a substantial amount of business here by the delays in
solving our supply and credit problems, and we urge you to make effective arrangements to
bring about some improvement in the near future.
Yours faithfully,

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 CHAPTER 5
COMPLAINTS AND CLAIMS
Exercise 1. Translate into Vietnamese
1. Dear Sirs
We wish to draw your attention to your invoice No 4472, which we have just received.
This invoice appears to have been made out for the goods we ordered last November
instead of the goods actually received to date. As we are still awaiting delivery of the Tudor
Dining-room suite and the replacement for the Queen Anne Armchair which was damaged
and could not be accepted, the above mentioned invoice is obviously incorrect.
We are accordingly returning this invoice so that you may either amend it to correspond to
the goods so far received or present it again as soon as weaken delivery of the outstanding
items.
Yours faithfully,

2. Dear Sirs,
We beg to refer to your letter of 14th Jan in which you state your reasons for disagreeing
with our invoice No 4472.This invoice was not made out against your November order, but
is the top copy of the delivery note. What apparently happened was that just prior to loading
your order it was discovered by our warehouse foreman that there were no Tudor Dining
room suites in stock. He, therefore, crossed this item off the delivery note. Unfortunately,
he forgot to inform the Accounts Dept, with the result that the corresponding amendment
was not made to the invoice.
We are accordingly returning the above together with a credit note for $246 corresponding
to the goods you have actually received.
Yours faithfully,
Exercise 2. Translate into English
1. Hàng hóa chúng tôi đặt mua tháng 12 năm ngoái lẽ ra được giao 4 tuần trước đây rồi.
2. Vì hàng hóa cần để bán vào tháng sau, chúng tôi đề nghị các ngài giao hàng ngay.
3. Nếu các ngài không giao hàng được vào hoặc trước ngày 1 tháng 6, chúng tôi buộc
phải hủy đơn hàng này.
4. Chuyến hàng trước của các ngài không đạt được tiêu chuẩn thông thường của các
ngài.
5. Đề nghị các ngài xem xét vấn đề và sắp xếp giao hàng đối với những hộp bị thất lạc.
Exercise 3. Letter writing

1. You have ordered some tractors from a foreign firm, delivery of which was promised
within 6 months from order. Seven months has passed and the tractors have not been
12
delivered yet, nor has any explanation been received. Write a firm but polite letter about
this to the supplier.

2. You have supplied 200 cases containing white shirts to a dealer abroad. He complains
that ten of those cases contained only 50 not 70 as mentioned in the packing list, making
shortage of 200 pieces. Write the letter the dealer would send you, supplying imaginary but
acceptable details.

3. Send a reply to the letter in Exercise 1 above explaining that everything was carefully
checked when the goods were packed and assuming that is a case of pilferage on the high
sea and therefore the dealer should lodge a claim against his insurer.

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Read the following complaints and write a reply to these complaints
1.
TOCONTAP HANOI
36 Ba Trieu Street, Hanoi VIETNAM
Telephone: 84 824 3451, Fax: 84 824 3450, Cable add: TOCONTAP HN

3rd February, 2021

Brice Cliff,
Homemakers Ltd,
54-59 Riverside,
Cardiff CF1 LJW

Dear Mr. Cliff,

I have received a consignment of 60 dressing tables from you yesterday, for the order No.
1695, which were ordered from your Summer catalogue No. GR 154. However, on
unpacking them I found that six heavy mahogany-finished dressing tables had been sent,
instead of the light pine-finish ones asked for.
As most of my customers live in small flats earning a moderate income it is doubtful that I
will be able to find a market for larger more expensive products.
I also have firm orders for the goods asked for. Would you deliver my order as soon as
possible, and at the same time have someone pick up the wrongly delivered goods?
Thank you.

Yours sincerely,

Nguyen Quang
Vice Director

2.
15th August, 2021
Dear Mr. Kim,
I am writing to you to complain about the shipment of sweaters we received yesterday
against the above order.
The boxes in which the sweaters were packed were damaged, and looked as if they had
been broken open in transit. From your invoice No. 18871 we estimate that thirty
garments have been stolen to the value of £ 115.00; And because of the rummaging in the
14
boxes, quite a few other garments were crushed or stained and cannot be sold as new
articles in our shops.
As the sale was on a CIF basis, we suggest you contact your forwarding company with
regard to compensation.
You will find a list of the damaged and missing articles attached, and the consignment
will be put to one side until we receive your instructions.

Yours sincerely,

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