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BUSINESSENGLISHLETTERWhatwillwetalkabout?•如何写建立业务关系的信函？如何使对方对你公司产生兴趣？•当获得买方询盘是如何能抓住这个潜在客户？•面对买方的还价如何对应？•如果你公司的原因导致订单取消或延迟交期，如何向买方交代？•开来的信用证中有错误如何向买方提出？•面对买方的索赔，如何应对？Step1Establishingbusinessrelations•案例：•贵公司是一家名为“ABC出口公司”的企业，主要产品是茶叶，如果你想拓展市场，现想向英国一家“XYZ进口公司”的企业推广市场，建立业务关系。•你如何写这封信呢？如果是你收到这样的信？•这是家什么公司？•他是怎么知道我公司的？•他联系我的意图？•有没有该公司的详细信息？•DearSirorMadam,•WeunderstandfromyourinformationpostedonAlibaba.comthatyouareoneofthebiggestimportersofteainUK.Wetakethisopportunitytoapproachyouinthehopeofestablishingbusinessrelationswithyou.•Foundedin1960,ABCExportCompanyisoneofthelargestspecializedcompaniesthatengageinteatradinginChina.Togiveyouageneralideaofourproducts,enclosedpleasefindourbrochurecoveringthemainitems.Youmayalsovisitourwebsite()formoredetails.•Ifyouareinterestedinanyitems,pleasefeelfreetocontactusdirectly.•Bestregards,•ABCExportCompany•EvelynWang我们从„得知„•原文：Weunderstandfrom您登在阿里巴巴网站上的信息that您是英国茶叶最大进口商之一.•句型转换：•WehaveobtainedyournameandaddressfromBankofChina,Nanjingbranch.•WewereinformedbyAlibabathatyouareoneofthebiggestimportersofteainUK我们是某地区从事某行业的专业公司•：成立于1960年,ABC出口公司is最大的specializedcompaniesthatengagein茶叶inChina.•specializev.•specializeinsth.专业从事…•specializeda.专业的•aspecializedcompany一家专业的公司•engagein/dealin/handlesth.从事、经营..原文•小试牛刀：我们是中国一家拥有丰富经验的专业从事茶叶出口的公司。•WeareanextensivelyexperiencedcompanythatspecializesinteaexportinginChina.请立刻与我们联系•原文：如果您对我们任何产品感兴趣,pleasefeelfreetocontactusdirectly.•pleasedon’thesitatetocontactus.Step1结构总结•a.Thesourceoftheinformation•b.Theintention•c.Self-introduction•d.Expressexpectation•e.EnclosureStep2Enquiry•Generalenquiry普通询盘•Specificenquiry具体询盘Step3offer回复一般询盘——寄价目表，示意涨价前订货•案例1：如买方5月9日来信发出一般询盘，称如果商品物美价廉，会大量订购，并索要价目表。•如何回复呢？•两个注意点：•①5月9日发来询盘—感谢•②所要价目表—满足要求•Dearsirs,•ThankyouforyourletterofMay9.Wearenowsendingyouourprice-listandcatalogofthelatesttypes.•Pleasenoticethatasthepricesofrawmaterialhavebeengoingupsteadilysincelastyear,thepricesofourproductshaveraisedaccordingly.Andtheremustbeafurtheradvanceinthenearfuture.Therefore,wesuggestthatyouplaceusanorderassoonaspossible.•Welookforwardforyourearlyreply.表示收到对方来信•原文：ThankyouforyourletterofMay9.•句型二：WeareinreceiptofyourenquirydatedMay9.•小试牛刀：我们收到了你方5月3日传真。现向您寄出„•原文：Wearenowsendingyouourprice-listandcatalogofthelatesttypes.•我们即将向您寄出我们的价格单和最新型号目录。•E.g.WearearrivingatXinjiekouStation.•句型二：Wehavesentyou…结构回顾——寄价目表，示意涨价前订货•内容设计：a.感谢对方询盘•b.随附价目表•c.示意原材料价格上涨•d.建议尽早订货•e.酌情可选：另寄样品精彩一句：•Wearesurethatyouwillbesatisfiedwithboththecompetitivepriceandthesuperiorquality.•物美价廉：•Price:low,reasonable•Quality:high,excellent精彩一句：•Thefollowingarticlesarequotedsubjecttoourfinalconfirmation.•Wearemakingyouanoffersubjecttoourfinalconfirmationasfollows:•案例2：当你发盘后数日仍没有得到买方回复。如何处理呢？Dearsir,Hopeyouhavegotawonderfulweekend!Forseveraldayswehavenonewsfromyou.NowIamwritingforremindingyouaboutourofferdatedMay10,2011accordingtoyourrelativeinquiry.Haveyoucheckedthepricesornot?Anycommentsbyreturnwillbemuchappreciated.Anydetailsyouwouldliketoknow,pleasefeelfreetocontactus.Lookingforwardtoyourpromptresponse.•appreciatedn.感激的•Itwillbehighlyappreciatedifyoucouldunderstandourposition.•Yourpromptattentionwillbeappreciated.Step4Counter-offer•案例1：英国XYZ公司5月13日发来还盘，表示对样品十分满意，但是价格偏高，并指出其他国家供应商的类似产品价格更低，希望你能降价20%会考虑大量订购。•你如何回复呢？拒绝还盘接受还盘做出让步拒绝还盘•DearMr.Jones:•WeareinreceiptofyourletterofMay13,askingustomakea20%reductioninourpriceforPorcelainTeaPotNo.TS001.Weareregrettosaythatweareunabletocomplywithyourrequestbecausethepricewequotedisreallyourrockbottomprice.•However,wewouldliketotakethisopportunitytoofferyouasubstitute,TeaPotNo.TS501,whichcanbepurchasedatthepriceyounamed.•Westillhopetohavetheopportunitytoworkwithyouandanyfurtherenquirywillreceiveourpromptattention.request•complywithyourrequest,符合你方要求•Atyourrequest,按照你方要求（句首）•按照你方要求，我们将向你方寄出一些样品。•Atyourrequest,wearesendingyousomesamples.•asrequested,•发散思维：asscheduled•asexpected以„样的价格•atthepriceyounamed•/mentioned以你方所提出的价格•/counter-offered以你方所还价格•/suggested以你方所建议的价格•小试牛刀：•以你方5月3日来信中所提及格成交是不可能的。•ItisimpossibletoconcludeatransactionatthepriceyoumentionedinyourletterdatedMay3.counter-offer拒绝还盘•内容设计：a.感谢对方来信•b.表示抱歉不能接受还盘•c.提供替代品•d.表达能继续合作的愿望精彩一句：—强调产品质量•Youmentionthatsomesimilargoodsofothersmakeshavebeenofferedatalowerprice.Weacceptwhatyousay,butthequalityofotherproductsdoesnotmeasureuptothatofours.•AmeasureuptoBA比得上B精彩一句：—做出让步•Inordertoconcludethisfirsttransaction,wedecidetoreducethepriceby10%,thatisUSD10.8perset.•WedecidedtoreducethepricetoUSD10.8perset.Step5order•案例：双达成协议，但因为卖方特殊情况取消订单。•a.感谢买方订单•b.告知因某些原因，订单取消•c.期待以后合作•DearMr.John,•ThankyouforyourorderNo.582,datedJune12.Weregrettoinformyouthatthesaidproductscannotbeshippedatthistimeduetothefollowingreason:•…•…•Ifyoucaretodiscussthismatterfurther,pleasefeelfreetocontactusbyE-mail.Welookforwardtoyourfutureordersandarereadytoassistyouinanywaypossible.Step6insurance•案例：合同按CIF成交，但是买方提出不合理的保险要求（比率、先别），你应该如何应对呢？•a.提及对方前封来信•b.告知对方只能按国际惯例办理保险，额外费用要由买方自行承担•c.希望对方配合精彩一句：保险用语•惯例•usualpractice•按发票金额110%投保…险别•coverinsurance…for110%oftheinvoicevalue•在没有客户明确指示的情况下，我们的惯例是按照发票金额110%投