Professional Documents
Culture Documents
(Print SV) Chuong 3 - Dam Phan Hop Dong TM
(Print SV) Chuong 3 - Dam Phan Hop Dong TM
Dear Sirs
Re: Up-to-date list of addresses
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.
Yours faithfully
(For RELIANCE HOLDING)
(Signed)
Acceptance
Confirmation SUCCESSFUL
DEAL!!!
Enquiries vs Replies / Offer
1. Parts of an enquiry (inquiry):
- Telling the supplier how you obtained your
potential suppliers’ name.
- Introducing to your supplier what sort of firm you
are.
- Indicating the state of the market.
- Asking for more information (catalogues, price-
list, prospectus, samples, patterns …)
- Suggesting terms, methods of payment,
discounts.
- Hoping for an early offer / quotation / reply.
Enquiries
Dear Sirs/Madams
We are a well-known corporation in distributing
machinery and household appliances in HCMC
Vietnam. From the newspaper, we are happy to learn
that you are a major supplier of refrigerators with
diversified types and at appropriate cost for Vietnamese
consumers.
Would you, therefore, send us some more details about
the products, together with your most up-to-date
catalogue? We would also be pleased if you can offer us
a 10% discount for our first order, which would surely
lead to further ones if sold well in our potential market.
We look forward to your early reply.
Yours faithfully
Enquiries
Dear Sirs
We are a large record store in the center of Poitiers and would
like to (1) __________ more about the tapes and cassettes
you (2) __________ in this month's edition of "Hi Fi News".
Could you tell us if the cassettes are leading brand names, or
(3) __________ by a small independent company, and (4)
__________ they would be (5) __________ for recording
classical music or only dictation and messages? It would also
be helpful if you could send us some (6) __________ and if
they are of the (7) __________ we require, we will place a (8)
__________ order. We would also like to know if you are (9)
__________ any trade discounts.
We look forward to receiving your early reply.
Yours (10)__________
P. Gerard
Enquiries vs Replies / Offer
2. Parts of a reply to an enquiry
- Express thanks to the enquiry.
- Confirm that you can help.
- Enclose requested documents (price-list,
quotation, catalogue, samples, …)
- Promise to favor the customers.
- Add your favourable comments on the goods
sold.
- Expressing regret (if any), offer an alternative (if
any)
- Hope for an order.
Replies to Enquiries
Dear Mr. Gerard
Thank you for your inquiry of 12 May in which you asked
about the tapes we advertised in this month's edition of "HiFi
New".
The cassettes are high quality-Cr02 which as you know
means they would be suitable for any type of 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 bankrupt stock that was offered to us.
Because of their low price and the small profit margin we are
working on, we will not be offering any trade discounts on this
consignment. But we sell a wide range of cassettes and have
enclosed a price-list giving you details of trade, quantity, and
cash discounts on our other products.
Replies to Enquiries
We have sent, by separate post, samples of the
advertised cassettes 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)
R. Gerlach (Mr.)
Sales Director
Encl. price-list
Replies to Enquiries
Dear Mr…
Thank you very much for your enquiry of .., regarding our
plastic tile flooring. A copy of our brochure is (1) __________
showing the designs and range of colours in which the tiles are
supplied.
We are a very large (2) __________ and we often (3)
__________ with big orders. The (4) __________ prices
enclosed (5) __________ us only the smallest profit margin.
We have instructed our agent in your country to send a
specialist to you for all necessary advice. He will contact you
later on these matters.
Our plastic tile flooring is hard-wearing and we are (6) ______
that they will give your customers full lasting (7) ______.
We look forward to receiving your early (8) ________ orders.
Yours sincerely
Practice
You are working for Hung Phat Co specializing
in digital device, based in District 1 HCMC.
1. Write a letter to Digiworld in Hong Kong, who
sells digital products in large quantities, and is
currently doing businesses with some
Vietnamese customers in many provinces but
not HCMC. Remember to state terms relating
to product features, prices, delivery, etc. and
express your suggestion of becoming a sole
supplier of Digiworld.
2. Supposed you are working for Digiworld,
write a reply to the above enquiry.
Parts of an offer
I. Opening
1. Express thanks for an enquiry
2. Pleasure to offer
II. Major terms and conditions
1. Commodity // 2. Quality // 3. Quantity // 4. Price // 5.
Payment // 6. Delivery // 7. Packaging and marking // 8.
Validity
III. Additional suggestions
1. Ask for instructions
2. Give comments, encourage an order or promise
3. Offer for other items
IV. Closing: Hope for future order.
Offer
Dear Mr. John,
We thank you for your enquiry of 4 June 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 177/JD 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. Delivery: in one shipment in Mid October, 20—
6. Packing: in export customary standard cartons, suitable
for long sea voyage.
7. 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.
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 30,000 pieces
or more, we will be prepared to offer you a 2% discount from
the total value of your order.
We look forward to receiving your official order.
Yours sincerely,
For Confextime HCMC
Complaint vs Replies to
Complaint
Basic parts of a complaints:
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
Complaint
Dear Sirs
Re: Our order No KV 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 10. 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.
Complaint
We enclose the Survey Report issued by
local Vinacontrol and the list of contents of
case No.10, 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
Complaint vs Replies to
Complaint
Basic parts of a reply to letters of
complaint:
Acknowledge receipt of complaint
Explain the mistake
Solve the problem
Reject a complaint
Repeat apologies
Wait for the acceptance
Reply to Complaint
Dear Mr….
Our order No KV 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. 10 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 10 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
Practice
Công ty XKN TOCOTA nhập một lô hàng gồm 150 bình nước
nóng (water heater) kiểu Heaterman 191VA theo đơn hàng số
0309TH của công ty TNHH M.D EDWARD, London, Vương quốc
Anh về đến cảng Sài Gòn ngày 25/7/2018 trên tàu Blue Star. Tuy
nhiên số hàng này được báo là có tổn thất.
Theo biên bản giám định của SGS số 215/SYZ, chuyến hàng chỉ
có 136 chiếc. Và cụ thể, hàng hóa trong tình trạng sau:
Khi hàng được dỡ lên cầu cảng, lô hàng bị phát hiện thiếu 7
kiện, mỗi kiện đựng 2 bình, mang số từ 08 đến 15, thiếu tổng
số 14 chiếc.
Trong tổng số 136 chiếc đã giao có:
- 4 chiếc không phải là kiểu Heaterman 191VA mà là kiểu
191WH, không nằm trong đơn hàng.
- 2 chiếc loại Heaterman 191VA bị vỡ, không sửa chữa được
Hãy (1) viết thư khiếu nại và đề xuất hướng giải quyết; và (2)
Viết thư trả lời cho khiếu nại trên.
2. Kỹ thuật đàm phán hợp
đồng thương mại
Đàm phán bằng thư
Đàm phán bằng cách gặp gỡ trực tiếp
2.2. Đàm phán bằng cách gặp
gỡ trực tiếp
1. Kỹ thuật mở đầu
2. Kỹ thuật truyền đạt thông tin
3. Kỹ thuật lập luận
4. Kỹ thuật vô hiệu hóa ý kiến đối tác
5. Kỹ thuật đối phó với các kiểu người thường
gặp
6. Một số kỹ thuật khác
2.2.1. Kỹ thuật mở đầu
Nguyên tắc mở đầu:
Tạo được sự hấp dẫn, chú ý lắng nghe
Làm sôi động nhưng phải bình tĩnh
Phù hợp với nội dung chính cần đàm phán
Không quá dài, không để đối tác nghi ngờ
* Chú ý
- Logic của quá trình lập luận
- Tìm hiểu và thăm dò đối tác
- Đưa ra các kết luận logic
2.2.4. Kỹ thuật vô hiệu hóa ý
kiến đối tác
Trường hợp áp dụng:
- Luận cứ, số liệu, cơ sở không phù hợp hiện tại
- Do đuối lý nên đối tác chống đối tự nhiên
- Đủ bằng chứng chứng minh trực quan điểm sai của đối tác
Các bước thực hiện:
• Xác định vấn đề cần phản đối
• Xác định nguyên nhân phản đối
• Phân tích tìm lời phản đối
• Lựa chọn phương pháp vô hiệu hoá
• Lựa chọn chiến thuật vô hiệu hoá
• Tiến hành vô hiệu hoá kết hợp lập luận bác bỏ
2.2.4. Kỹ thuật vô hiệu hóa ý kiến đối tác
Phương pháp phòng vệ:
- Chuẩn bị ý kiến chặt chẽ logíc, không có kẽ hở
- Áp dụng khi có đầy đủ bằng chứng, dẫn chứng
Đồng ý trước, phản đối sau:
- Khi nghe phê bình, nhắc lại nó bằng 1 câu tương đương
- Sau tìm câu trả lời, làm giảm nhẹ căng thẳng
- Dùng khi đối tác chỉ trích gay gắt
2.2.4. Kỹ thuật vô hiệu hóa ý
kiến đối tác
Phương pháp chuyên gia:
- Sử dụng ý kiến, kinh nghiệm chuyên gia ở
trường hợp tương tự
- Phải lựa chọn chuyên gia có uy tín
Đồng ý có điều kiện: