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CSATLÓS KRISZTINA:

COMMERCIAL CORRESPONDENCE

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TABLE OF CONTENTS 1. Structure and Presentation, Style and Language ………………………………….... 3 2. E-mails …………………………………………………………………………….... 9 3. Writing Memos ……………………………………………………………………. 15 4. Curriculum Vitae, Covering Letter ………………………………………………... 20 5. Enquiries …………………………………………………………………………... 29 6. Offers and Quotations ……………………………………………………………... 38 7. Orders ……………………………………………………………………………… 42 8. Complaints and Adjustments ……………………………………………………… 47 9. Payment, Banking …………………………………………………………………. 56 10. Shipping and Transport ……………………………………………………………. 68 11. Packing and Marking ……………………………………………………………… 71 12. Insurance ……………………………………………………………………………73 13. Establishing Business Contacts ……………………………………………………. 79 14. Hotel Booking, Car Rental, Flight Ticket Booking, Evening Programme ………… 82 15. Key to Exercises ……………………………………………………………………. 83 16. Bibliography ………………………………………………………………………. 101

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1. Structure and Presentation Communicating with people in a business context often requires a more formal style than when writing to friends or family. Business letters typically avoid spoken language and include the use of full forms instead of contractions (e.g. I am writing not I’m writing) and a number of set phrases, some of which are suggested below. Similarly, CVs often follow a standard layout and make use of a different group of set phrases and headings. In the 21st century, the most common form of communication between colleagues is almost certainly e-mail. Because e-mails are designed for speed, they usually avoid the formal expressions used in letters, relying more heavily on the use of incomplete sentences and abbreviations. The Layout of a Business Letter

P. COOK & CO. LTD (1) 123 King’s Crescent Brighton BR3 6JF Tel: 0222 123 456 Fax: 0222 123 555

Brown & Brown Luxury Foods Ltd (2) 100 South Road London SE 1 3PL 1s1 September 2010 (3) Your ref: FT/fr (4) Our ref: CC/mt/25/08 Dear Sir/Madam, (5) Re: Franchise agreement (6) I am writing to enquire about the franchise opportunities you are offering, as detailed in yesterday’s Financial Mail. (7) P. Cook & Co Ltd is a medium-sized organisation with 10 years’ experience in the catering business. We believe we have much to offer your company because of our specialised services and established clientele. We therefore wish to explore a mutually beneficial franchise arrangement; I enclose a prospectus for your information. (8) I look forward to hearing from you in the near future. (9) Yours faithfully (10) M. T. (signature) pp David Smith (11) Managing Director (12) Cc , T. Smith, E. Smith Enc (13)

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(1) The name of the company and its address, phone, and fax details generally appear at the top of the page, together with any Internet and e-mail details. (2) Put the address of the recipient on the left-hand side. If you know the name of the person and his/her title, add these above the address too. (3) The date can appear on the left- or right-hand side of the letter, though the most usual style is to have everything aligned to the left. (4) Add the recipient’s and your own file references if needed. Ref is short for ‘reference’. (5) You can start your letter in one of the following ways: a) If you don’t know the name of the person you are writing to, put: Dear Sir/Madam, or Dear Sir or Madam

b) If you know the name of the person, put: Dear Mr (surname) (for a man) Dear Ms (surname) (for a woman). Avoid using Mrs or Miss unless the person you are writing to has already used the title. (6) Write the subject of your letter here. Re comes from Latin, and means ‘with reference to’. (7) You can also start your letters in a number of other ways: Thank you for your letter of…

I am writing in response to… /regarding / to inform you that /of…/to complain about…

Further to my letter of 12th

August… (used to show that you are referring to a previous letter or conversation) Further to our recent telephone conversation, I am writing to confirm our meeting.

I would like to enquire about / whether…

(8) Give further details about the purpose of your letter here. (9) You can close your letter in the following ways: Thank you in advance for your help.

I would be most grateful if you could inform me…

Please, let me know if…

Please, phone to confirm the details.

I look forward to hearing from you /receiving your reply.

(10) You can write the following expressions before your name. a) If you don’t know the person: Yours faithfully, Yours truly

b) If you know the person you are writing to: Yours sincerely, Sincerely

c) Other, less formal ways of ending your letter: With best wishes, Best wishes, Regards.

(11) pp (per procurationem) means that the letter was signed by Mandy Taylor on behalf of David Smith. (12) cc (carbon copy) means that a copy of the letter is being sent to the people mentioned. (13) Enc (enclosure) means that documents are being closed with the letter.

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Content and Style Length Students often ask how long their letter should be. The answer is, as long as necessary and this will depend on the subject of the letter. Your style and the kind of language you use can also affect the length. The right length includes the right amount of information. Your letter should be neither too long nor too short. It is better to include too much information than too little. The worst letter of all is the one that gives every piece of information about a product – except the price. Planning your letter Plan your letter in advance. Ask yourself: what do you want your letter to achieve and what response do you expect. Note down everything you want to include in it before you start writing; then read your notes again to see that you have included all the necessary information, that you haven’t included any unnecessary information and that you have put the information in the right order.

Simplicity Commercial correspondence often suffers from an old-fashioned, pompous style of English which complicates the message and gives the reader the feeling that he is reading a language he does not understand. Courtesy Your style should not, however, be so simple that it becomes discourteous. Stylistic devices can be used to make the letter more polite: complex sentences joined by conjunctions, rather than short sentences; passive rather than active; full forms rather than abbreviated forms. Idioms and Colloquial Language It is important to try to get the right tone in your letter. This means that you should aim for a neutral tone, avoiding pompous language on the one hand and informal or colloquial language on the other hand. A letter may be given the wrong tone by the use of inappropriate vocabulary, idioms, phrasal verbs, and short forms, among other things. You should be wary of using idiomatic or colloquial language in your letters.

Examples: *You’ll get your money back. – The loan will be repaid. *a couple of hundred quid – two hundred pounds *prices are at rock bottom – prices are very low *prices have gone through the roof – prices have increased rapidly

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 it can happen. Abbreviations Abbreviations can be useful because they are quick to write and easy to read. But both parties need to know what the abbreviations stand for. The abbreviations c.i.f. and f.o.b., for example, are recognised internationally as meaning cost, insurance, and freight and free on

board. But can you be sure that your correspondent would know that o.n.o. means or nearest

offer?

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Figures The month in the date should not be written in figures as this can be confusing; for example, 11.1.93 means 11th January 1993 in the UK but 1st November 1993 in the USA. Numerical expressions can also cause confusion. The decimal point in British and US usage is a full point rather than a comma as used in most continental European countries. If there is a possibility of confusion, write out the expression in both figures and words. Be wary of the word billion which means different things in the UK and USA. Prepositions Special care should be taken when using prepositions. There is a big difference between The

price has been increased to ₤15.00. The price has been increased by ₤15.00, and The price has

been increased from ₤15.00. Prices, Measurements Special care must be taken when quoting prices or giving specifications such as measurements, weights, etc. 1. Fill in the blanks using the expressions from the box.

ADJUSTED, APPRECIATE, COMPENSATION, CONFIDENTIAL, CONFIRMATION, DEBTS, DISCOUNT, ENCLOSED, HEADING, INCONVENIENCE, INDENTED, LAYOUT, OBJECT, OUTSTANDING, REFERENCE, REGRET, RELUCTANT, REMITTANCE, SETTLE, SUBSTANTIAL. 1. The ………………………. and the presentation of your letter are important as they give the reader the first impression of the firm’s efficiency. 2. There are two styles of letter, blocked and …………………… 3. We will allow a 3% …………………… for payment within a month. 4. Please, find ………………………. our order form for men’s sweaters. 5. We would ………………………. delivery within the next six weeks. 6. We ………………………. to inform you that there will be a delay in getting your consignment to you. 7. We wrote to you on 3 March concerning our January statement which is still ……………… 8. Our insurance company has promised us ……………………….. within the next few weeks. 9. We regret we were unable to send a cheque to………………. our account for the last quarter. 10. Having dealt with you for some time, we were disappointed in neither receiving your ……………………… nor any explanation as to why the balance has not been cleared. 11. Although I am ………………………. to take legal action to recover the amount, you leave me no alternative. 12. I strongly …………… to the extra charge of ₤9.00, which you have added to my statement. 13. There appears to have been some confusion in our addressing system, but this has been …….. 14. We would like to apologise for the ………………………… 15. We are writing to you with …………………….. to the above order. 16. As soon as we receive your ………………………. that you will allow the open account facilities we have asked for, we will send you our next order. 17. I intend to place a ……………………. order with you in the next few weeks. 18. As you will see from the letter …………………, we are a glass manufacturers. 19. We take no responsibility for how you use this information, and would remind you to consider it as …………………….. 20. Would you please tell us if this firm has had any bad …………………. in the past?

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Linking words and phrases

Linking words can also be used to develop coherence within a paragraph that is linking one idea / argument to another.

Sequence Result Emphasis

• First / firstly, second / secondly, third / thirdly etc

• Next, last, finally • In addition, moreover • Further / furthermore • Another • Also • In conclusion • To summarise

• So • As a result • As a consequence

(of) • Therefore • Thus • Consequently • Hence • Due to

• Undoubtedly • Indeed • Obviously • Generally • Admittedly • In fact • Particularly / in

particular • Especially • Clearly • Importantly

Addition Reason Example

• And • In addition /

additionally / an additional

• Furthermore • Also • Too • As well as

• For • Because • Since • As • Because of

• For example • For instance • That is (i.e.) • Such as • Including • Namely

Contrast Comparison

• However • Nevertheless • Nonetheless • Still • Although / even though • Though • But • Yet • Despite / in spite of • In contrast (to) / in

comparison • While • Whereas • On the other hand • On the contrary

• Similarly • Likewise • Also • Like • Just as • Just like • Similar to • Same as • Compare • compare(d) to /

with • Not only...but also

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2. Link the following sentences with the conjunctions given in brackets. 1. She wasn’t very rich. She gave money to the beggar. (although)

…………………………………………………………………………………………. 2. He left early. He wanted to arrive on time. (so that)

…………………………………………………………………………………………. 3. You can go out tonight. You must tell us where you are going. (provided)

………………………………………………………………………………………….

4. I don’t earn a big salary. But if I did, I wouldn’t buy a car. (even if)

…………………………………………………………………………………………. 5. Take a sandwich. There might be no restaurant. (in case)

…………………………………………………………………………………………. 6. There was a lot of noise. He managed to sleep. (despite)

…………………………………………………………………………………………. 7. Sue likes opera. Joe prefers jazz. (whereas)

…………………………………………………………………………………………. 8. The weather was bad. They enjoyed the trip. (even though)

………………………………………………………………………………………….

9. He had flu. He went to work. (in spite of)

…………………………………………………………………………………………. 10. You have to put the alarm on. If not, it won’t work. (unless)

…………………………………………………………………………………………. 11. She is handicapped. She took part in the marathon. (although) …………………………………………………………………………………………. 12. He smoked, drank, and never took exercise. He lived to be 90. (though) …………………………………………………………………………………………. 13. John felt sick. He went to work. (but) ………………………………………………………………………………………… 14. Thousands of pupils are leaving school. There are no jobs for them. (however) …………………………………………………………………………………………

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2. E-mails E-mail (short for electronic mail) is a means of sending messages between computers. There are numerous advantages to e-mail. One of the advantages of e-mail over a normal ‘snail-mail’ letter is that it is quick and direct. It can be used both within and between companies; and is an effective way to communicate quickly and easily with people all over the world. It is especially useful for short messages and for everyday correspondence, e.g. setting up a meeting, passing on information, and making or replying to a request. You can pick up your messages, even when you are travelling, via a laptop or palmtop. With compatible systems, you can access text and graphic documents, and spreadsheets. Whatever you send or receive can be quickly and easily filed. The disadvantages of e-mail include technical problems which may result in unexpected non-delivery of messages, or attachments arriving in unreadable form. A non-technical disadvantage is that, paradoxically, the ease with which messages can be sent results in large amounts of ‘junk’ and unnecessary communication, which waste time. A major drawback is the lack of privacy and security. Do not use e-mail to communicate confidential information. It is sometimes said that an e-mail message is like a postcard – anyone can read whatever you have written. However, digital signing and encryption (coding data, so that it can only be read by authorised users), which both work along similar lines, make e-mail more secure. There are several areas of business communication where more traditional forms of correspondence are still the most suitable. For example, personal and sensitive correspondence, such as messages of congratulation, condolence, or complaint are usually best done by letter. Confirmation of contracts, memos which are confidential and must be signed to acknowledge receipt, and any correspondence which may be needed for legal or insurance purposes should not normally be sent by e-mail. You might find a job on the Internet, but most companies would still expect your application to consist of a completed form with a covering letter. The first part of the e-mail address is usually the surname or initial of the person you are contacting, or the name of the department, or a shortened version of it. The second part, which appears immediately after the @ (at), is the name of the ISP (Internet service provider) or organisation, or again an abbreviation of it. Usually, the last part of the address includes the domain name suffixes referring to the type of organisation (e.g. ‘co’ for ‘company’, or ‘ac’ for ‘academic’ for a university) and to the country from which the message was sent (e.g. ‘uk’ for the United Kingdom). Other examples of domain name suffixes referring to types of organisation include: .biz business .gov government office .org non-profit-making organisation .pro pofession (e.g. medicine, law). The layout of a typical e-mail message: The header gives information about the message. In addition to the basic details it may include: c.c. stands for carbon copies. Here you insert the e-mail addresses of anyone you want to send copies of the message to. b.c.c. stands for blind carbon copies, which you should use if you do not want the main recipient to know who has received copies. The signature is like the signature block in a letter, although it usually includes more details, e.g. the sender’s company or private address, and telephone or fax numbers. You can programme your email software to add your signature automatically to the end of outgoing messages. The style of e-mails E-mail is a relatively recent development and because it is perceived as a quick and informal means of communication, people are often unclear about the style and conventions they should use in business situations. As a general rule, although e-mail correspondence may tend towards

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informality, it should follow the same principles as any other form of business correspondence. In general, e-mail messages follow the styles and conventions used in letters. Do not confuse personal messages with business messages. In a business message, the same rules of writing apply as for a letter: write clearly, carefully, and courteously; consider audience, purpose, clarity, consistency, conciseness, and tone. Use correct grammar, spelling, capitalisation, and punctuation, as you would in any other form of correspondence. Do not write words in capital letters in an e-mail message: This can be seen as the equivalent of shouting and therefore have a negative effect. If you want to stress a word, put asterisks on each side of it, e.g. *urgent*. Keep your e-mail messages short and to the point. People often receive a lot of e-mails at work, so conciseness is especially important. In general, limit yourself to one topic per message. This helps to keep the message brief and makes it easier for the recipient to answer, file, and retrieve later. Check your e-mail message for mistakes before you send it, just as you would check a letter or a fax message. E-mail abbreviations In order to keep e-mail messages short, people sometimes use abbreviations for common expressions, just as they do in text messaging. These are known as TLAs (three-letter acronyms), although some of them are more than three letters long. Here is a list of some of the most commonly used TLAs: AFAIK as far as I know BFN bye for now

BTW by the way COB close of business

CU see you

FAQ frequently asked questions

Fwd forward FYI for your information

IMO in my opinion

IOW in other words

LOL laughing out loud

NRN no reply necessary OTOH on the other hand

Thx thanks

TIA thanks in advance

2 to

U you

RU are you

Use TLAs with great care, and only when you have established a friendly, informal relationship with your correspondent. They should not be used in letters and faxes. Emoticons Emoticons (a combination of the words emotion and icon), also known as smileys, are often used

in informal e-mail correspondence. They express emotions which may not be evident from the words alone, e.g.:

:-) a smile :-( a frown ;-) a wink. On the whole, it is better not to use them in business messages, as they may be considered

unprofessional, especially if you do not know the recipient well or are not sure that he or she will understand them.

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When writing an e-mail, it will not always allow you to get your message across in the way it was intended as a face to face conversation or a phone call can do. It cannot, for example, convey the same message as if you were speaking it as a hand gesture, facial expression or the tone of your voice might do. Therefore, if you need to express urgency, you should always send the e-mail as ‘high priority’ but be careful about overdoing that. Also, be very careful if you are angered or upset by an e-mail. In fact, It is good practice to always leave an e-mail you receive a good half-hour at least before you respond to it if it is of a serious nature or it is something that has upset or annoyed you.

Golden Rules of Internal E-mail Firstly, don’t write anything that you wouldn’t want anybody within the company to read. Don’t criticise a boss or fellow employee unless you would be happy for the person whom you are criticising to see that e-mail too, as they just might. People have had disciplinary action taken against them as a result of bad-mouthing their boss or supervisor to a colleague within an e-mail. Similarly, unjust criticism or comments that challenges somebody else’s integrity, competence or honesty can, if discovered and traced back to you, result in libel action against you.

Clear and Concise Information Whilst it is not strictly necessary to use formal language such as ‘Yours sincerely’ in an internal e-mail, make sure that the information you are conveying is still as precise and clear as it would be if you were talking face to face. For example, if you are arranging a meeting, make sure the time, date and location are clearly indicated on the e-mail. You will be only too aware of the vast amount of e-mails that come into your inbox each day so you can be certain that your colleagues, and especially your boss, will get just as many and perhaps even more, so keep the e-mails short and to the point and put an appropriate subject title. That way, your colleagues will know whether they need to look at it straight away or whether it can wait until later.

Send and Response Clearly understand that although your e-mail will be received within a second or two of sending it, that you should not expect an immediate response. E-mail is one of the most important tools at our disposal these days, giving us the opportunity to send a message to people all over the world in an instant. However, no matter that you will always respond to an e-mail the second it lands in your inbox, not all people are the same and colleagues may be out of the office or simply busy when you send them an e-mail and you should not get annoyed if you don’t get a response straight away. If you prefer, in response to an e-mail that needs a reply, you can always respond to the person in a brief message and tell them you have received it and that you are a bit busy but will get back to them later.

Good E-mail Housekeeping If you receive lots of e-mails a day from colleagues that are relevant, set up individual folders in your inbox to file them, e.g. meeting mails, mails to reply to later, company information, latest updates etc., so that you can refer to individual e-mails quickly, if you need to. Make sure you delete items from your mailbox regularly to avoid unnecessary storage of out of date e-mails that are no longer relevant.

The Use Of ‘cc’ and ‘bcc’ If you need to send an e-mail to several people simultaneously, only copy in (cc) those who really need to see the e-mail. If it doesn’t concern them directly, don’t cc them in just for the sake of it. It is useful however, to ‘blind copy’ bcc yourself in to any e-mails you might send or keep a record of them in your ‘sent items’ box.

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Attachments Attachments are one of the main sources of computer viruses and Trojans, so never open an attachment unless you are 100% sure that the person who sent it to you is not going to send you a virus. Even then, spammers have sophisticated methods these days so, whenever possible, don’t open an attachment unless there is some text in the body of the e-mail of another employee who has specified what the attachment contains and that it is safe. And if you are the sender, try not to use attachments unless absolutely necessary and then follow the same guidelines so that your recipient knows it is safe to open the attachment. And if you suspect a phishing e-mail or a doubtful attachment has arrived in your inbox, don’t open it but simply forward the entire e-mail to your IT support team.

E-mails are part of everyday life these days, but although they can save us time, they can also take up far more of our time than they save, so don’t just scatter internal e-mails around indiscriminately and don’t send non-important mail to colleagues sitting across the desk from you. Sometimes, an old fashioned brief conversation can even be quicker than electronic communication.

3. Match the email beginnings with the endings. Beginnings ... 1. I am writing with regard to your recent email. We regret to inform you that there are no double rooms available for the nights you require. ….. 2. Thanks so much for the wonderful present. It's exactly the book that I wanted - how did you know? I'm really looking forward to reading it. …… 3. Patricia, I've just read your email. I'm so sorry to hear about what happened. …… 4. Sorry, I can't make it to your birthday party at Fishers restaurant, as I'm away on that day. …….. 5. I am mailing this via the 'Contact Us' link on your website. I'd like to know a few more details about the anti-virus software that's listed on the site. ….. 6. I am writing with reference to our order number GH67. The goods arrived this morning, but you only sent 200 pieces instead of the 300 that we ordered. ….. 7. Yes! Great! I'd love to come to the party. ….. 8. I've just heard from Antonio about the Paris contract. It's fantastic news - you worked really hard on this and you deserve the success. Endings a) Anyway, thanks again for inviting me, and I'm really looking forward to it. Do you want me to bring anything? b) You know you can count on me if you need any support. I'll call you at the weekend to see how things are. c) Should you need any further information about room availability, we will be happy to assist you. d) I look forward to receiving this information as soon as possible. e) It really is great news, and I'm sure that it’s only the beginning of our work in the French market. f) Please deal with this matter urgently. I expect a reply from you by tomorrow morning at the latest. g) Thanks again for the gift, and give my regards to your family. h) Anyway, sorry again that I can't come, have a great time. I hope we can meet up soon. What about going to see that new Spielberg film?

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4. Complete the emails below with words from above. Be careful of the register. arrange ask contact convenient enquire get in touch inform need put off require set up sorry Dear Mr Smith, I am writing to ………………………. (1) about your range of exclusive products. Our company has diversified recently and in addition to the professional equipment we have previously purchased, we now ………………………….. (2) products for the hobby golfer. Could we ……………………………. (3) a meeting to see one of your sales reps who can ………………………… (4) us about your products? The week of 19 September would be …………………………. (5) for us. As I will be out of the office from 8 to 10 September, please ……………………….. (6) my assistant, Ann Walker, directly. Best Regards William Cook Hi Ann, Just a quick note to say we are very …………………………. (7) for the delivery delay. I’m afraid we’ll have to …………………………… (8) the delivery date for 10 days because of the truck drivers’ strike. When exactly do you ………………………. (9) the goods? If it’s very urgent I’ll …………………….. (10) the manager of the forwarders whether we can ……………………….. (11) a special delivery somehow. I’ll ………………………….. (12) asap, but please let me know the latest date for the goods. Despite this, have a nice day! Rgds Mary Guided Compositions - Internal messages 2/1. Write an e-mail to a colleague giving some news about a meeting. Ideas: the date has been changed; the agenda has been changed; there is some important new information. 2/2. Write an e-mail to the IT department asking them to send someone to check a problem on your computer. 2/3. Write an e-mail to all staff about somebody who is coming to visit your organisation. Ideas: basic information like dates and times; why the visit is important; any action you want staff to take. 2/4. Write an e-mail to your line manager about a training course you would like to go on. Ideas: what the course will teach you; why you would like to go; how you and the organisation will benefit; basic information like the cost and dates; whether you want the company to pay all or just a part of the costs.

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2/5. Write an e-mail to all staff about a special event that is going to take place inside the organisation. Ideas: a product launch? an anniversary? somebody leaving after long service? ; basic information like dates and times; what will happen at the event; any action you want staff to take. 2/6. Write an e-mail to all staff announcing a change in policy procedure. Ideas: changes to the security procedures in the building? Changes to some aspects of working conditions like office hours or lunch breaks? Changes to company policy about personal use of the Internet during working hours? Changes to some aspects of company perks like a mobile phone, laptop or health club membership supplied by the company? 2/7. Write an e-mail to all staff with some forms attached that they have to complete and return to you by a certain date. Say why it is important. 2/8. Write an e-mail to your line manager about a project you are working on. Tell him about the progress and aims of the project, about the resources involved, about budget issues, about possible problems and their solutions. 2/9. Write an e-mail to a colleague who is abroad and might not know about the news. Tell him about the reorganisation of the department, inform him about the background, tell him about its impact on your work. 2/10. Write an e-mail to your line manager in which you summarise some market research giving the main differences between your own company and a competitor. Ideas: the product range, product quality, price, ability to customise the products, the location of the main offices, distribution channels, target markets, advertising. 2/11. Write an e-mail to a colleague from another department who asked for information about some business trends. Write about the changes in sales, market share and profits. Give a possible explanation for the changes. 2/12. Write an e-mail to a colleague in another department using the information below: new markets in Central Europe, increase in sales; new offices in Warsaw and Prague; Poland is a particularly strong market, we bought a local company there two years ago, advertising campaign, greater brand awareness, need to improve distribution channels, negotiate with a supermarket chain, choose a person responsible for this negotiation. 2/13. Write a short report to your line manager as an e-mail. The report should be based on the following information: introduction: sales report for last year; background; strong market, sales up 9%, profits up 6%. Findings: strong competition meant that we could not increase prices, so profits grew less than sales; most of the increase in first half of the year; sales of new products were very good, but fewer new products this year. Recommendations: need to keep cutting costs because next year probably won’t be so good; need to develop new products and look for new markets; marketing department need to analyse why second half was weaker. Closing comments: the next meeting will discuss this report, so ask for comments and say they will be circulated before the meeting. 2/14. Write an e-mail to your line manager analysing your own company’s website with recommendations for improvement.

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3. WRITING MEMOS In today's business world memo writing is as an integral part of every organization. It is a document which is used for communication within a company. Memos can be as formal as a business letter however; the heading and overall tone make a memo different from a business letter though. As memos are generally sent to co-workers and colleagues, you do not have to include a formal salutation or closing remark. Memos follow a particular format, although a company or an organization may choose to develop alternative formats. Most often memos solve problems either by informing the reader about policy changes, price increases, etc. They could also be used as a means to persuade the reader to take an action, such as attending a meeting, using less paper, or changing a current production procedure and so forth. Regardless of the specific goal, memos are most effective when they connect the purpose of the writer with the interests and needs of the reader. Specimen memo:

MEMO

To: All staff From: James Smith Subject: New General Manager Date: 20th September 2010 Richard Evans has been appointed General Manager following the retirement of Peter Williams. All staff are requested to attend an informal meeting in the cafeteria on Monday 20th September at 5 p.m. where they will be introduced to Mr. Evans.

Guided composition 3/1. The following letter was received by J. Smith’s secretary. Write a memo from the secretary to her boss, telling him about the reply, and summarising its contents.

Dear Sir, 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 of this oversight. 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 accounts 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

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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 faithfully, T. D. Robertson

MEMO From: …………………. To: ……………………. Subject: ………………. Date: …………………. …………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………….... 5. Match the words (1-5) with the definitions (a – e). 1. a complaint a) a request to send goods 2. an invoice b) a request for general information 3. a quotation c) a request for payment 4. an inquiry d) something you say or write when you are not satisfied 5. an order e) a document giving detailed information about the cost of something 6. In each gap there are two possible answers from a, B, C or D. Write both answers. 1. Please ……… my report. Hope it's useful. A find attachment B find enclosed C find attached D see attached 2. Here is my report. If there are any problems, …………… me know. A please let B make C please to let D just let 3. This report has just arrived. I'm ……………..it to you. Hope it’s not too late. A moving B forwarding C replying D sending 4. I'm sending various forms for you to complete. Please ……… special attention to AF200. A give B pay C make D take 5. Please complete the attached forms, and return them to me ……… 3 June. A by B until C before D to 6. As agreed, I'm sending the pre-meeting notes. Let me know if there's anything else we can do ……………… before we meet. A from our part B from this end C on our side D on this way

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7. I'm attaching the Business Plan Review. Please ………… that several alterations in dates have been made. A look B appoint C note D be aware 8. Please find attached my report. …………….. if there are any problems with the deadlines etc. A Get back with me B Get in touch C Get back to me D Make a touch 9. Please find attached my report. ……… A Let me know what you think. B Let me have any comments. C Let me have what you think. D Make me have any comments. 10. Here is the itinerary for Sri Lanka. Please ……….. that I have included everything you want in it. A check B agree C control D confirm 7. Put the verbs in brackets into either the present simple, or the present continuous. a) Unilever (be) ………… a large multinational company that (export) …………… to countries all over the world. b) The Managing Director (have) ………… a meeting at the moment, but I will ask him to call you back. c) Although the economic climate (improve) ………….. slowly, a lot of smaller companies (find) ………… trading conditions difficult at the moment. d) Office workers in the UK normally (start) ………… at 9 a.m. and (go) ………….. home at 5 p.m. e) At the moment the Sales Director is on a two-week tour of Europe, where he (meet) …………… suppliers and (do) ………….. some market research. f) We now (need) ………….. to expand, so we (negotiate) ………….. the lease of larger offices outside London. g) I (write) …………. to you to enquire about the possibility of setting up an agency in Spain for your products. h) I (try) ……………. to get in touch with Mr Peters, but I (not/have) ......................... much luck. He still (have) ………………. the same phone number? 8. Put the phrases below in the correct order to form a letter requesting information. Dear Sir/Madam, …. which was held last June, .… and may be interested in retailing them through our outlets in Germany …. We saw a large selection of your products at the Frankfurt Fair, …. Could you send us your latest catalogue and price-list, …. We are particularly interested in your industrial ware, …. quoting c.i.f. terms to Hamburg. …. including overalls, boots, helmets, gloves, and fire-proof jackets. …. We look forward to hearing from you soon. …. We can assure you that if your prices and discounts are competitive, …. Yours faithfully, …. Chief Buyer …. we will place regular orders. …. T. Williams

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9. Using either the present simple or present continuous tenses, complete the letter with the appropriate verb from the list below. BUILD LOOK OFFER START WRITE KNOW NOTE PROVIDE SUPPLY

SMITHS & CO. LTD Builders’ Merchants

Dear Sir/Madam, We (1)……………………………… that you have made a planning application and (2)……………………… an extension to your property soon, and I (3)……………………… to inform you of the services which we, as your local Builders’ Merchant, (4)………………... for our customers. Our range of products (5)………………………….. at the foundations with sand, cement, and bricks, and we also (6)……………………….. a full range of timber and plasterboard products. In addition to this, but only for the next two weeks, we (7)………………………. A free estimating service, so that you (8)……………………… exactly how much the materials will cost. We (9)……………………….. forward to hearing from you. Yours faithfully, Smith and Co. Ltd 10. Choose the best answer to complete the following sentences. 1. Before we can buy the building, we need to find out who ………… it. A do own B is owning C owns D own 2. I never realised that Rolls Royce ……………….. engines for aeroplanes. A made B make C makes D are making 3. We’ll have to send the consignment by air because the vessel …………… by the time we get it to the docks. A will leave B is leaving C will have left D is to leave 4. He says he has not received the cheque and wants to know when …………….. A did we send it B have we sent it C we sent it D we have sent it 5. We cannot accept cheques ………………. they are guaranteed by a cheque card. A without B except C only D unless 6. The Chairman, …………….. is 65 next month, will retire at the end of the year. A that B which C whom D who 7. The Manager flew to Tokyo last week ……………… a joint venture agreement with Mitsubishi. A for signing B signing C for to sign D to sign

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8. The equipment at the factory is working very well and we ……………… any problems with it. A haven’t had B didn’t have C hadn’t D weren’t having 9. The computers we sell …………….. in this country, although the parts come from Taiwan. A assemble B are assembling C assembled D are assembled 10. The management consultants have suggested ……………. into Europe. A us to expand B us expand C we are expanding D we should expand 11. The Bank Manager admitted that he had …………….. a mistake increasing the credit to the company. A done B committed C had D made 12. If the ship …………….. delayed by bad weather, it would have arrived on time. A wouldn’t be B wasn’t C hasn’t been D hadn’t been 13. The board decided …………….. the next meeting for a few weeks. A at postponing B to postpone C postponing D for postponing 14. My secretary speaks such ………………. English because she spent three years in London. A fluently B good C well D better 15. I ………………. to the editor since she came back from Belgium. A didn’t speak B haven’t spoken C hadn’t spoken D don’t speak 11. Fill in the blanks with a suitable word. ANNUAL ANNUM APPLICANT APPLICANTS COLLEAGUES CONTRACT CURRICULUM VITAE DUTIES EMPLOYMENT FRINGE INTERVIEWER NONCONTRIBUTORY PERMANENT PUBLIC REFERENCE VACANCY 1. If a company offers a ………………….. pension scheme, they pay your premiums. 2. Christmas Day and Easter Monday are examples of …………… holidays. 3. A prospective employer will often ask a candidate’s previous employer for a ……………. to find out what sort of person they are. 4. Jobs that are not temporary are ……………….. 5. Free travel, subsidised food, and staff discounts are examples of …………. benefits. 6. An ……………… is someone who applies for a job. 7. My current salary is ₤15,000 per ………….. 8. In the company we have ……………….. reviews of salaries every October. 9. A secretary’s …………….. can include typing, filing, and making appointments. 10. Successful applicants are sent a contract of ……………….. which sets out terms and conditions. 11. The company had a ……………. for an accounts clerk, so they put an advertisement in the paper. 12. The company invited five ……………… to come to the interview. 13. The ……………… spent about an hour asking me questions about my previous jobs and experience. 14. She received a letter saying her application had been successful, and she was asked to sign and return the ……………….. giving details of the conditions of work. 15. The new cashier was introduced to all her ………………… on the first day. 16. The document giving details about yourself and your work history: ……………………. REFERENCE 1. We have read your advertisement in the current / latest issue of X magazine. 2. Thank you for your letter of 18 February, in which…

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3. We are glad / pleased / delighted to have your letter of … 4. In your letter of 25 November you inquired about / of … 5. In reply / response to your letter of … 6. I am in receipt of your kind letter of …. informing me about / of … 7. It is with many thanks that we acknowledge receipt of your kind letter of … 8. As regards / Regarding / Concerning / In connection with your inquiry about … 9. Further to our telephone conversation of this morning … 10. With reference to your advertisement in ‘The Financial Times’ we would be pleased to … 11. I am writing to you in connection with … 12. In accordance with our previous negotiations / discussions … ENDING THE LETTER 13. I would highly appreciate a prompt reply. 14. A prompt answer would be appreciated. 15. Should you require any further information, please contact me. 16. We would highly appreciate the confirmation of receipt of this letter. 17. We look forward to your firm’s order. 18. I very much look forward to the opportunity of meeting you. 19. Thank you for your answer in advance. 20. You will find enclosed a brochure for your further information. 21. Thank you for your attention. 22. I am greatly indebted / obliged to you. 23. We look forward to receiving a positive / favourable answer from you. 24. Thank you very much for your understanding in this matter. 25. I am awaiting further details / particulars. 26. Thank you most cordially for your assistance / help. 27. It will be a pleasure to serve you at any time. 28. We will do our very best for you. 29. I would welcome a personal interview. 30. Hoping for an early reply we remain… 31. We look forward to hearing from you again in due course. 4. Curriculum Vitae, Covering Letter CVs When employers ask for 'applications in writing', you should always send a CV (short for Curriculum Vitae) and a covering letter. These two go together. The CV gives the basic factual information and the covering letter explains why you are interested and shows how you would be just right for the job. Writing a CV and covering letter is similar to filling in an application form. Your CV should include your personal details, education, qualifications and employment details, while the covering letter acts like the personal statement/relevant experience section. Unlike an application form however, you have the freedom to choose what to put in, how to make it look and what format to use to emphasise your skills. Constructing a CV is easier than you think.

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Format There is no set way a CV should look. Following these tips will help you to produce a good CV:

• Type or word-process your CV. If you don't have your own computer, your school, local library, careers centre or college should be able to help.

• Print each page on a separate sheet and print on one side only. • Use black ink on good quality white (A4) paper. Fancy fonts and coloured paper will

distract rather than impress a prospective employer. • Make it clear and easy to follow by being consistent with headings, fonts and use of

bolding. • Leave plenty of white space and wide margins, so it doesn't look cluttered. • Put your name and full contact details at the top so they are easy to see. • Make sure it is free of any errors. • Finally, don't be afraid to use your own judgement. If you're going for an unconventional,

creative job - a plain, sensible CV might not be the right approach. Beyond the basics, it is important that you choose a format that you feel comfortable with and that is appropriate to the employer you are targeting. There are three types of CV format to consider: Chronological CVs This is the format most people are familiar with. It is a historical account of your career that is easy to write, popular with employers and a good way of showing career progression, work experience, qualifications or skills gained. It is usually structured like this:

• Employment history - most recent first. • Additional activities and skills - stating anything that shows you have relevant or

transferable skills. • Education/qualifications - most recent or most impressive first. If they are obscure,

elaborate briefly and leave out any irrelevant qualifications. Functional CVs Some employers don't like functional CVs as they can appear to be hiding gaps, so try to include a brief history of work experience and education. Aside from this, a functional CV places emphasis on your relevant skills and strengths, giving you the chance to describe yourself through what you can do, rather than jobs you have had. It is a good way of showing what you have to offer if you:

• Are going for your first job • Have had a series of short-term jobs • Have been out of work • Are returning to work after a break • Are trying to get a job that is very different from what you have done before.

Aims & Content The main message you're trying to get across is 'I can do this job and I'd fit in well'. No employer has the time to wade through pages of information, so it is up to you to select the bits that are right for this application. Doing so will demonstrate that you have the ability to communicate in a concise and effective way. The basics You must include:

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• Name and full contact details • Date of birth, rather than age • Education and qualifications • Relevant work experience • Interests, activities and achievements that clearly show relevant and transferable skills • Details of referees if they have been asked for, otherwise write 'References available on

request' It is also a good idea to include a very brief career profile or objective, summarising your achievements and ambitions and keeping it relevant to the job you are going for - treat is as a teaser for the rest of your CV. Unless requested, avoid the following:

• Marital status • Gender • Number or ages of children • Photograph • Health details • Nationality • Salaries earned or expected • Putting a date on your CV • Giving your reasons for leaving previous positions

The extras To make sure your CV gets chosen, you need to go the extra mile. Here is how:

• In your employment history, explain in 10-20 words what the companies do and give a positive description of your roles. Then list the primary duties, achievements and skills gained that show your suitability for the job - do this in five or six bullet points for a recent post, fewer for earlier ones.

• Keep it as short and punchy as possible and avoid using the word 'I'. Instead of 'I led a team of five people', write: 'Led team of five'. Use as many active words as you can. Good words to use include: 'gained', 'initiated,' 'developed', 'managed', 'co-ordinated', 'led', 'supervised', 'trained', 'handled', 'collaborated' and 'organised'.

• Don't include things that happened more than five years ago, unless they still have particular relevance to your application.

• Only add a Personal Interests section to the end of your CV if you feel it is relevant or adds value - and keep it short and positive. Avoid mentioning activities that are passive (watching TV is not very proactive); vague (don't put 'reading' unless you can be specific about authors or genres); or mundane (there is nothing special about 'going to the pub').

• Look critically and objectively at every item you include. If you can't immediately see why it is there, take it out. If you can get someone else to do this as well, that is helpful - particularly if they know something about the career area you are targeting.

There are certain faux pas for CVs:

• The CV is longer than 2 sides of A4. • Writing anything negative. • If applying for a specific position, omitting a covering letter explaining one's suitability. • Using the wrong size of envelope -- CVs are generally put unfolded into C4 envelopes.

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Including false information on a CV (on the work experience or the education/training) in order to get a job or anything else of value is fraud, a serious criminal and civil offence. An employer has the right to dismiss an employee or claim money from him or her in a civil court or even have the employee arrested for making false statements.

How to write a student CV?

Begin with your name and contact details. Then use headings similar to those listed below to highlight your strongest selling points.

A graduate curriculum vitae will normally have very little relevant work experience to sell to an employer. The student therefore needs to differentiate themselves from other candidates and show reliability, personality and a keen attitude.

Specimen CV

William Smith 99 Long Road Chesterfield

England CH68 1PP

Tel: 01111 333 555 E: william.smith@deck-one.co.uk

Born: 26 August 1965

An experienced Data Entry Clerk with computer systems experience Excellent communication skills at all levels

Looking for a role that includes significant customer contact

Experience

Data Entry Clerk / Customer Inquiries Assistant Parcel Man Delivery Company 1995 to present

• Received telephone orders from customers and entered in JACKS SOFTWARE • Updated customer details database to improve information quality· • Called nation-wide depots checking vehicle availability· • Liaised with team members to ensure route efficiency for deliveries· • Employed Windows NT and XP operating systems • Completed daily back up of database system for data protection

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Route Planner Big Truck Ltd 1992 to 1994

• Received load information from other departments and correlated on company Intranet • Operated TIGER software system that was linked remotely to vehicles • Managed four vehicles and worked closely with their drivers to ensure prompt deliveries

Automated Sorting Machine Operator Royal Mail 1982 - 1992

• Received 6 weeks intensive training in Glasgow • Maintained and operated sorting robot with specific software controller

Education & Training

• Microsoft Access - Intermediate DEC 01 • Microsoft Excel - Basics DEC 01 • Windows NT4 - End User NOV 01 • GCSE German - 1998 • 3 GCE O Levels

Achievements

Completed a 100-mile sponsored cycle ride and raised over £2000 for a local charity.

Interests

I like to play five–a-side football twice a week with a local team. At the weekends fishing and golfing with my son is very relaxing. Other spare time is spent surfing the Internet or entertaining friends with oriental meals.

Personal

Full clean driving license British passport Non-smoker

References are available upon request.

Cover Letter Writing What is a cover letter? A cover letter is a brief one page letter sent along with the resume to potential employers. The purpose of the cover letter is to present yourself to potential employers and to let them know what position you are interested in and why you'd be a good fit for their company.

Cover Letter Format The cover letter format should be almost identical to the regular business letter format.

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Cover Letter Writing Generally the cover letter will consist of three paragraphs. The first paragraph is an introductory one which presents yourself. You want to include information on the position you are looking for and how you heard about and why you are interested in the position and/or company.

The second paragraph should provide information on your skills, strengths, education, qualifications and/or experience. This paragraph should be concise and give specific examples of why you are the ideal candidate and not simply restate your résumé.

The final paragraph should close the letter by requesting an interview and possibly suggesting times that are convenient for you or stating that you can come in at a time that's convenient for the employer. Also you should let the recipient know the best way and/or time to contact you (you should let them know both your contact email and phone number so that they can reach you by their preferred method). Or you can let them that you'll follow up on this letter with a phone call in several days. You should thank them for their time to round off the letter.

Each cover letter that you send out should be unique and tailored to the specific company and position you are applying for. Using one cookie cutter cover letter will lessen your chances of landing an interview. Also be sure to check for grammar and spelling and keep the letter to one page in length.

Specimen Covering Letter Your Ref: KH 305/9 25 Westbound Road

Borehamwood Mrs J. Hastings Herts Personnel Office WD6 IDX International Computing Services PLC City Road London EC3 4HJ 11 September 2010 Dear Mrs Hastings, I would like to apply for the position advertised in The Guardian on 4 September for a Personal Assistant to the Sales Director. As you will see from my CV, much of the work I do in my present position is that of a PA. I deal not only with the routine work of a secretary, but also represent the Assistant Director at small meetings and functions and am delegated to take a number of policy decisions in his absence. Your advertisement asked for knowledge of languages. I have kept up my French, and learnt Italian for the past two years at evening classes, and have regularly visited Belgium and Italy with the Assistant Director, acting as an interpreter and translator for him. I am also familiar with the latest developments in Information Technology, having just completed a one-month course at The City College, in addition to previous day release courses I attended when I was with Johnson Bros.

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I am particularly interested in the situation you are offering, as I would like to become more involved with an IT organization. I am quite familiar with many of the software products that ICS manufacture for office technology. As well as my secretarial skills and experience of running a busy office, I am used to working with technicians and other specialized personnel in the field of computers. I have a genuine interest in computer development and the people involved in the profession. Please let me know if there is any further information you require. I look forward to hearing from you. Yours sincerely, Carol Smith (Ms) Encl. CV 12. Choose the best words from the options in brackets to complete the job advertisement below. Bilingual Secretary for

INTERNATIONAL PUBLISHING LTD 60 Oxford Street - Cambridge We are looking for someone with (1) (current / fluent / spoken) English and Italian, and preferably another language, such as French or German. The (2) (secretary / interviewee / applicant) should have at least two years’ secretarial (3) (work / experience / employment). Office skills such as typing, word processing, and shorthand would be a(n) (4) (advantage / benefit / addition). The work (5) (consists / contains / includes) customer liaison, and (6) (doing / making / acting) as an interpreter for the Assistant Manager, both here and elsewhere in Europe. The successful candidate will also be expected to proof-read manuscripts in English and Italian. In addition to this, he/she will be expected to carry out the usual secretarial (7) (work / duties / employment). For a(n) (8) (application form / CV / interview), phone Paula Prentiss, the Personnel Manager, on (0223) 6814, Ext. 412, quoting (9) (number / reference / figure) PP 391. 13. Complete the sentences with one of these words: as, at, for, from, in, of, on, to.

1. With reference ….. your advertisement ….. the JobFinders.com website, I am interested ….. applying ….. the post of tour leader. 2. I have attached my CV ….. a Word document. 3. I am available ….. an interview ….. Naples. 4. I’m working ….. a sales representative at the moment. 5. You can email me or telephone me ….. the number given ….. my CV. 6. I look forward ….. hearing ….. soon.

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7. I have a good knowledge ….. business administration. I studied it …. university. 8. I’m unemployed …. the moment. I’ve been out ….. work since the summer. 9. I’m studying …. a degree ….. Environmental Studies. 10. I hope to follow a career ….. the legal profession. 11. I have been working ….. Telekom for one year. 12. I attach my CV ….. requested. JOB APPLICATION 32. I am interested in working as a … 33. I have an excellent command of English. 34. As well as speaking fluent English, I also have a very good working knowledge of French. 35. I am said to have excellent interpersonal skills. 36. I am looking for a challenging position. 37. I wish to apply for the job of … advertised in … 38. Please consider me an applicant for the post of … 39. I think I could satisfactorily fill the post you advertised in … 40. I would like to be considered for the post of … 41. I would be delighted to have the opportunity to work for your company. 42. As you can see from my Curriculum Vitae … 43. I have had … years of experience of … 44. My qualifications seem to fit me for this position. 45. I think I am competent enough to meet the requirements you have specified. 46. I was educated in … 47. I left school with very good grades in … 48. I obtained a certificate of intermediate / advanced level English in … 49. At present I am employed as … 50. I wish to take up a job which requires individual judgement and responsibility. 51. My business experience is sufficiently broad to suit the position. 52. I have a university degree in … 53. I have extensive experience in … 54. I am due to graduate this year. 55. I graduated from the … university. 56. I will gladly furnish you with references. 57. The persons below may be contacted as a reference. 58. I am sure they will speak in my favour. 59. I would appreciate the privilege of a personal interview. 60. My reasons for a change are the greater opportunities offered by this position. 61. Thank you very much for your time and consideration. 62. Enclosed, please, find a copy of my resume. 63. I will be available for an interview any day after … 64. I can make myself available for an interview at any time. 65. Enclosed you will find references from … 66. I would be glad to give you more complete information about myself in a personal interview. 67. I may be reached at the above address. 68. If you would like to see me in person, I could visit you at any time to discuss matters further. 69. I would appreciate an early reply from you concerning my application. 70. I am familiar with the latest developments in Information Technology.

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71. I would like to apply for the position of Programmer advertised in this month’s edition of Computer Techniques. 72. Would it be possible for you to send me an application form and further details? 73. I am writing to ask if you might have a vacancy in the Sales Department. 74. I am enclosing my curriculum vitae for the position of ….. 75. I am sure I would be successful in this post as I have now gained the experience and skills that are required. 76. I will be able to give you more detailed information at an interview and I look forward to seeing you. 77. I look forward to hearing from you. However, if there is any further information you require in the meantime please contact me. 78. I am writing to you on the recommendation of ………………………, Assistant Manager in your Securities Department. 79. I see from your advertisement in the … (newspaper) that you have a vacancy for a … 80. It was with great interest that I read the advertisement for … 81. I was interested to learn that your company wishes to recruit … 82. I would like to apply for the position of … 83. I am writing to enquire about the possibility of working for your company. 84. Please send me further details of the position. 85. I would be obliged if you could forward a copy of the application form to me at the above address. 86. This is a position for which I believe I am ideally suited. 87. I have already acquired some experience in … 88. I speak fluent English. 89. I believe I have the necessary qualities needed for the position of … 90. I am keen to broaden my knowledge in the field of … 91. I enclose / attach a copy of my CV. 92. I would appreciate the opportunity of an interview. 93. I can make myself available for an interview any time. 94. I am available for an interview at your convenience. 95. I look forward to hearing from you. 96. Hoping for a favourable reply. 97. Thank you for your application for the position of … 98. We are pleased to inform you that your application for the position of … has been successful. 99. We regret to inform you that your application has not been accepted. 100. We are sorry to have to inform you that your name has not been included among those to be short-listed for an interview. 101. I am sorry to inform you that the position has already been filled. 102. We are sorry but we have no vacancies at the present time. 103. We would be grateful if you could come for an interview with Mr. … on 20th September at 10 o’clock. 104. Thank you for attending our selection board on …. (date), but we regret to inform you that you were not successful in your application. We hope you will be able to secure a position in the near future. 105. We are sorry to say that we are unable to offer you the position which you applied for and hope you will be more successful in the future. 106. We are pleased to inform you that you were successful in your interview for (title) which you attended on (date). 107. The Selection Board has approved your appointment as (title).

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108. I am returning a signed copy of my Contract of Employment which you sent me with your letter of 15 February. I confirm that I will be able to commence with you on Monday 9 March at 08.00 and look forward to seeing you then. Guided Compositions 4/1. Write a student CV as if you had graduated from your college. 4/2. Write an e-mail applying for a job. Ideas: reason for writing, your background and experience, the job itself and why you would like to do it, refer to your CV, final comments. 4/3. Write an e-mail to your line manager about two candidates who you interviewed for a job, describing their strengths and weaknesses and making a recommendation. 5. ENQUIRIES

A great number of business transactions start with an enquiry, which often opens a new and perhaps very valuable connection. If you have to look for a source of supply, or if you don’t know exactly at what price or on what terms you can obtain the goods, you can send out an enquiry to one or more possible suppliers. You might want to see what the material or item looks like before placing an order. Most suppliers are willing to provide samples so that you can make a selection. Such an enquiry can be written in the simplest possible terms. Most letters of enquiry are short and simple, so much so that many firms send printed enquiry forms, thereby eliminating the need for a letter. As a prospective buyer, the writer states briefly and clearly what he is interested in and this is all the receiver of the letter needs to know. A first enquiry – a letter sent to a supplier with whom you have not previously done business – should include:

• A brief mention of how you obtained your potential supplier’s name. Your source may be an embassy, consulate, or chamber of commerce; you may have seen the goods in question at an exhibition or trade fair, you may be writing as the result of a recommendation from a business associate, or on the basis of an advertisement in the daily, weekly or trade press.

• Some indication of the demand in your area for the goods which the supplier deals in. • Details of what you would like your prospective supplier to send you. Normally you will

be interested in a catalogue, a price list, discounts, methods of payment, delivery times, and where appropriate, samples.

• Firms sometimes state prices and conditions in their advertisements or literature and may not like prospective customers making additional demands. However, even if conditions are quoted it is possible to mention that you usually expect certain concessions. Although it is true that once a supplier has quoted a price and stated terms, he may be unwilling to change them; by suggesting your terms you would be indicating that amending certain conditions may persuade you to place an order.

• A closing sentence to round off the enquiry. Never commit yourself in an enquiry because there are so many uncertain factors in the market. If you think you can sell the article well, or if you intend to push its sale, say so by all means.

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Specimen letters Short enquiries Dear Sir, Please, would you send me your spring catalogue and price-list quoting c.i.f. prices, London? Thank you. Yours faithfully, Dear Sir, I would like some information about your Proficiency courses in English beginning this July. Please, send me a prospectus, details of your fees, and information about accommodation in London for the period July – December. If possible I would like to stay with an English family. Thank you. Yours faithfully, Enquiry from a retailer to a foreign manufacturer This letter is from a Birmingham chain of retail shops to an Italian manufacturer. Here the retailer explains how he got to know about the manufacturer, and suggests that a quantity discount and acceptance of his method of payment would persuade him to place an order. He is stating his terms in his enquiry because he feels that as a bulk buyer he can stipulate conditions. Dear Sirs, 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. We are a large chain of retailers and are looking for a manufacturer who could supply us with a wide range of sweaters for the teenage market. As we usually place very large orders, we would expect a quantity discount in addition to a 20% trade discount off net list prices, and our terms of payment are normally 30-day bill of exchange, documents against acceptance. 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, L. Smith Chief Buyer

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14. Fill in the blanks with the words from the box. DELIVERY, DISCOUNT, GUARANTEE, KEEN, MARKETING, PROMISE, QUALITY, REQUIREMENTS, SAMPLE 1. As we do considerable trade in this line, we expect a …………………. price. 2. If your goods are up to …………………….., they should sell readily in this market. 3. If the ……………………….. is right and the price competitive, we think we can ……………………….. you good results. 4. Provided you can ……………………… regular supplies and promise …………………… within a fortnight of receiving our orders, we should have no trouble in …………………… your products here. 5. As our estimated monthly ………………………….. are in the region of 2,000 cases, we would like to know whether you would be willing to grant us a special ……………………

15. Collocations with the noun PRICE. Translate them into Hungarian. asking / attractive / average / bargain / budget / competitive / contract / cost / current / exorbitant / fair / full / good / gross / half / high / inflated / keen / low / limit / list / market / net / prohibitive / purchase / reasonable / retail / right / rock-bottom / sale / selling / steep / unit / wholesale. 16. Complete this letter of enquiry. Decide whether to use a, the, or no article at all, in the blank spaces. Thank you for your letter giving us (1) ….. details of (2) ….. products we enquired about. (3) ….. main item we are interested in is (4) ….. kitchen unit listed in (5) ….. catalogue under (6) ….. heading CM214. As we are building (7) …. large block of apartments, we think (8) ….. unit like (9) ….. one listed, might be (10) ….. best installation for our purposes. Please, let us know what your terms of (11) ….. trade are. Could you also tell us if you are able to offer (12) ….. trade and (13) ….. quantity discounts on (14) ….. price for (15) ….. large order? We would also be grateful for (16) ….. samples of all materials used in (17) ….. manufacture of your units. I am including (18) ….. plan of our apartments, and (19) ….. dimensions we would need. 17. Match these words with their definitions. a catalogue 1 details of conditions of sale b trade discount 2 price reduction to a company in the same business c order 3 a small amount of a product offered free to a potential customer d quantity discount 4 book giving details of items for sale e sample 5 request from a customer to supply goods f terms of trade 6 price reduction for a large order

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18. Match these words with their definitions. SUBSIDIARY CUSTOMER SHOWROOM CATALOGUE ESTIMATE TENDER WHOLESALER 1. A company or organisation that is part of a larger one. 2. A person who buys items from a shop or company. 3. A room where companies demonstrate their products. 4. A kind of magazine giving details of the items a company sells. 5. A prediction of how much an item or service is likely to cost. 6. A written quotation for a large job such as building a factory. 7. A company or person that buys and sells items only in bulk. 19. Complete the following letter of enquiry with the correct prepositions. Dear Sir/Madam, I am a Spanish student (1) ….. the University (2) ….. Barcelona doing a Master’s Course (3) ….. Business Studies, and I intend to spend six months (4) …. England, (5) ….. January next year, preparing (6) ….. the Cambridge First Certificate. Your college was recommended (7) ….. me (8) ….. a fellow student and I would like details (9) ….. the First Certificate course, including fees and dates. Could you also let me know if you can provide accommodation (10) ….. me (11) ….. Brighton (12) ….. an English family. Thank you for your attention, and I look forward to hearing from you soon. Yours faithfully, Maria Ortega 20. Read the following letter and choose the best words from the options in brackets. Dear Mr Robertson, We were very pleased to receive your (1) (correspondence, enquiry, mail) of 14 October 2010 - , asking about our leather and sheepskin (2) (range, cloths, products) and terms of (3) (dealing,

trade, conditions). First let me say that our (4) (label, mark, patent) is internationally famous because of the quality of our garments, and we are convinced they will sell well through your (5) (outlets, factories, warehouses). We think you will agree with us when you look through the enclosed (6) (manual, catalogue, leaflet) and examine the (7) (specimens, examples, samples) we are forwarding separately. You will see from the price-list that we take care of freight and insurance costs, so the prices are quoted on a(n) (8) (c.i.f., ex-works, f.o.b.) basis. We will also allow (9) (trade, cash, quantity)

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discounts for orders over $10,000, and with the usual trade references, we can arrange payment by 60-day (10) (bill, letter, draft) of exchange. Thank you once again for your enquiry, and we are sure you will be impressed by the (11) (vast, huge, wide) selection of our garments. Meanwhile, if there are any further details you need, please contact us. Yours sincerely, Ann Smith Sales Director 21. Put the verbs in brackets into gerund or infinitive in the following sentences. a) We thought of (go) ……. into this market. b) After (discuss) the terms of your offer, I regret (say) ……. our board has decided (delay) ……. its decision. c) You probably remember us (ask) ……. for trade and quantity discounts. d) Unfortunately, the discounts offered would not be sufficient (make) ……. half the profits we had calculated. e) I have pleasure in (enclose) ……. your estimate. f) We would be interested in (retail) ……. a selection of your products, and look forward to (receive) ……. your samples. g) After successfully (promote) ……. this product in France, we now plan (launch) it onto the Italian market. 22. Complete this letter of enquiry with the correct prepositions. Dear Sir, We were impressed (1) ….. your display (2) ….. office furniture (3) ….. the Expoquip trade fair held (4) ….. Madrid (5) ….. January. We are a group (6) ….. retailers specialising (7) ….. the sale (8) ….. top-quality non-electronic office equipment, and we are seeking a supplier (9) ….. our stores. Could you send us your latest catalogue and price-list, details (10) ….. materials used (11) ….. your products, and information regarding credit terms and discounts? We look forward (12) …. receiving your reply. Yours faithfully, Anne Smith (Miss) Sales Director 23. Look at the paragraph structure below for two emails: an inquiry (request for information) and the reply. Then write the correct paragraph reference next to each sentence (a-j).

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Inquiry 1 How you got the contact. 2 Something about your company, and why you are writing. 3 General request for information. 4 Other specific/unusual questions. 5 Close, perhaps including a reference to future business. Reply 1 Thanks, referring to the date. 2 Say what you are attaching. 3 Highlight one or two key points. 4 Answer any specific questions. 5 Close, saying you are ready to answer any other questions. a) We are a distributor of kitchen products in Hungary. We are interested in ... ……. b) I am attaching our current catalogue and price list as a pdf file. ………. c) I look forward to an early reply, and am sure that there is a market for your products here in Hungary. ……….. d) Could you also provide details of your delivery times, and whether there is any minimum order. ……… e) Thank you for your email of 4 June inquiring about our products. ……… f) You will note that our line of Magic Mix food processors is on special offer. ………. g) Please send us information about your product range, including a price list. ………… h) We met last Thursday on your stand at the Munich Trade Fair. …………. i) If you need any further information, please do not hesitate to contact me. …………. j) We dispatch the goods within 24 hours of a firm order, and for first-time customers our minimum order is ₤5,000. …………. 24. Put paragraphs (a-e) in the emails below in the correct order. (a) We are a Turkish company exporting to the EU and need a firm of lawyers in France to represent us on some legal matters. (b) In particular, we would like to know your experience in dealing with disputes between companies involved in import / export. (c) I am emailing you concerning your website, which I found through Google. (d) An early reply would be greatly appreciated. (e) We would be grateful for some information about the legal services that your firm offers. Paragraph order: 1….. 2 ….. 3 ….. 4 …… 5 …… (a) We feel sure that we will be able to represent your interests here in France. May I suggest that I call you at your convenience to discuss the matter further? Please let me know when would be a convenient time. I look forward to hearing from you soon.(b) Thank you for your email of 4 December asking for information about our legal services. (c) You will also note that we have represented several Turkish companies, including one of Turkey's major textile exporters. Naturally, our experience in this field includes resolving contractual disputes. (d) You will see that we give a list of our recent clients, and that the list includes many well-known company names. (e) I am attaching a document that gives full details of the range of services we offer. Paragraph order: 6 ….. 7 ….. 8 ….. 9 ….. 10 …..

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25. Complete sentences 1-12 with the pairs of words from the box. accept/quotation apologise/inconvenience assure/prompt attached/delay correct/amend discount/repeat dispatched/firm first-time/pre-payment note/records processed/track temporarily/stock would/grateful 1. Please return the …………….. form asap so that your order can be processed without any …………….. 2. We ……….. be …………. if you could supply bank references. 3. Our normal terms for …………… customers are 50% ………………. 4. I have spoken to my line manager, and we are pleased to offer a small ……… on this occasion in the hope that it will lead to ………. orders. 5. The goods will be ………. 3 days from receipt of a ………. order. 6. We …………. you that your order will have our attention. 7. We ………… your ………... Please ship at the first available opportunity. 8. Your order has been …………You can ………… shipping details on our website. 9. We …………… from our …………. that payment of invoice 5718 is still outstanding. 10. We are ………… out of ……….. of this item, but we expect new supplies shortly. 11. We …………… for any …………. which may have been caused. 12. The …………. information is given below. Please ………… your records accordingly. 26. Discussing and agreeing terms Match the words (1-8) with the definitions (a-h). 1 discount …….. a) the conditions of a sales contract 2 credit …….. b) the cost of delivery 3 delivery time …….. c) the smallest number of items that can be supplied 4 terms of payment …….. d) a reduction in price 5 minimum order …….. e) how long the goods will take to arrive 6 guarantee/warranty ……. f) the correct way of doing something 7 transport costs ……. g) an arrangement to buy goods and pay for them later 8 procedure …….. h) a promise to repair a product or replace it 27. Now match the verbs in the columns below with these nouns: an agreement, a compromise, an offer, an order. 1. cancel/confirm/make/place/receive 2. accept/increase/make/reject/withdraw 3. keep to/make/negotiate/reach/sign 4. accept/agree on/find/reach/suggest 28. Complete the emails by writing one word in each gap. The first letter/s have been given each time to help you. Email 1 Dear Ms Simpson, Thank you for sending your current catalogue and price (1) 1…….. last week. We are interested in purchasing 5,000 (2) u…….. of product ref TG67 and 2,000 of product ref K800. However,

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there are one or two things we would like to clarify before going ahead with a firm (3) o…………. 1. Do you give any (4) d…………… on an order of this (5)s………… ? 2. Would you be (6) pr………… to let us have the goods on (7) cr ………. ? Our normal (8) t………. of payment are 60 days after delivery, and we can of course supply a bank (9) g…………….. 3. We can find no mention of delivery times in your documentation. We need these items by the end of October at the (10) la…………. If we can (11) r……….. an agreement on these matters, we are sure that we can do more business with you in the future, We are a (11) w……….- k ………… company that has been in the market for over twenty years. We look forward to hearing from you soon. Pavel Witkiewiez Email 2 Dear Mr Smitherman, Thank you for your email of 2 August inquiring about a possible order for our products ref nos. T300 and J700. I will go through your questions in order. 1. In (13) r………….. to discounts, we would be happy to let you have a discount of 5% on an order of this size. 2. With (14) r…………. to your request for credit, unfortunately, we are not able to offer 60 days credit to (15) fi……….. - t…………… customers. However, I am sure we can find an acceptable (16) com…………… In view of your reputation in the market, our credit (17) co………….. department will agree on 30 days, with no pre-payment necessary. Our normal (18) pro…………. is to check all bank guarantees, so we will be requiring (19) fu………… details if you decide to go ahead with your order. 3. Your final question is about delivery times. We can supply the items you require directly from (20) st………. , and the goods will leave our warehouse within 3 working days of a firm order. Please also note that we have recently improved the functionality of our website, and it is now possible to (21) pl………… an order on-line. Alternatively, you can print out the attached order form. Just (22) f………… it in and return it to us by mail. I have arranged for a member of our Customer Services (23) t…………. to give you a call later in the week. They will be able to (24) d…………. with any further points. Thank you for your interest in our products. Rosemary Newman 29. Insert the correct words in the following passage: substantial further cabled brief prospective counter-offer identify appreciated abrupt Inquiries can take the form of telephone, telex or (1) ………….. requests for information. Only use these forms if you can make your inquiry very (2) ………. For fuller inquiries, write a letter. Give details of your own firm as well as asking for information from your (3) ………… supplier.

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Be specific and state exactly what you want. Quote box numbers, catalogue references etc. to help your supplier (4) ……………. what you want. Ask for samples if you are uncertain about a product. You can suggest terms and discounts, but be prepared for your supplier to make a (5) .......... You can be direct in your letter, yet still polite. Notice how the use of the passive can soften a request: 'I want a prompt reply' is impolite; 'A prompt reply would be (6) ……………. is better. Notice also how short sentences can create an (7) …….. effect, while a complex sentence can modify: 'We are large wholesalers. We are interested in your range of shirts.' is not as good as 'We are large wholesalers and are interested in your range of shirts.' Close with a simple 'thank you' unless you want to indicate the possibility of (8) ………… orders or (9) …………… business. INQUIRY 109. Your advertisement in ‘Express’ has aroused our interest. 110. We would be grateful if you could send us details of your … 111. Please send us the details of goods that can be supplied immediately. 112. Please give us your quotation for the products as per list attached. 113. Would you also forward the details of your charges at your earliest convenience? 114. I would be pleased if you could send me a brochure. 115. We would be glad to receive your illustrated catalogue with your lowest export prices. 116. We are interested in the product that you advertised in … 117. We hope that you will be able to meet our requirements. 118. We would like to make a decision on this as soon as possible. 119. For purposes of quick contact a reply by telephone would be appreciated. 120. If these conditions interest you, we will place regular orders with your company. 121. We would appreciate your prompt reply. 122. We are interested in the following items. 123. While visiting … recently …, 124. Having recently attended … 125. I was given your name by Mr. … 126. I was impressed with … 127. We are interested in … 128. We are looking for potential suppliers of … 129. Would your company be able to meet our requirements? 130. We thank you in advance for any information you can provide. 131. Please reply at your earliest convenience. Guided Compositions 5/1. Write an e-mail to a Language School asking about details / arrangements of a course. Ask about cost, dates, accommodation etc. 5/2. Write an e-mail to a business contact asking for market information about a new country where you are going to do business. 5/3. Write an e-mail to a business contact asking about the status of an order that you are waiting for.

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5/4. You work for a large organisation that needs to employ a small company for a specific job. Write to the small company about the job. Ideas: an IT project, auditing your books; some training for your staff. How did you get their contact information? Ideas: the Internet; recommendation from a colleague; what exactly do you want this small company to do? Ask them about their charges, availability. Ask about some specialist knowledge that they have. 5/5. Write a short e-mail requesting information about a company’s products. Ideas: how you got the contact, reason for writing, request for general and specific information. 5/6. Write an e-mail to a supplier of office equipment. Ask for a brochure and price list. Suggest a visit from a sales representative. 5/7. Write an e-mail to a firm of accountants asking about their auditing service. You may want to use them next year as an alternative to your current auditors. 5/8. You are organising a business trip to Frankfurt for yourself and two colleagues. Write to a travel agency for information, using the following guide. Say what you are planning to do. Ask the travel agency to send details of flights and hotel tariffs for the month of March. Find out if it is necessary to pay a deposit for the trip. Tell them that you would also like to hire a car for two days during your stay and ask them to send you details. Thank them, mentioning that you need a prompt reply. 5/9. Write a letter of inquiry on the basis of the following guidelines. You are the Chief Buyer of a chain of retailers dealing in garments. You intend to place a substantial order. Mention where you have heard of the manufacturer. State your terms and mention if you expect any discounts. Ask for a catalogue and a price-list. 5/10. Write a letter of inquiry to a travel agency. You are the Personnel Manager of your company and you want to award the best employee of the company with an incentive trip to Greece for two people. You are interested in a cultural trip not just a sun and sea holiday. Ask them to send you a detailed description of their package tours. Ask about their prices. 6. OFFERS AND QUOTATIONS There are two kinds of offers: the unsolicited offer and the offer in reply to an enquiry. Unsolicited offers or Sales Letters are written on the seller’s own initiative. Very often the occasion arises in business when you, the seller, want to approach your customer. You may want to introduce a new item, to promote sales, reduce your stock or offer your customer a line in which you think he might be interested. The Sales Letter is of course nothing but advertising aimed at a carefully selected group. It requires great skill to interest a customer in an article he has not asked for. First you must try to attract the reader’s attention, excite his curiosity and so encourage him to read further. Having caught your reader’s attention you want to make him desire to have the product or service that you are offering. The next step is to convince him that your product or your offer has special features and that it is in his interest to accept it. Finally, you still have to make him take action. It is a good idea for you to use stamped and addressed envelopes, business

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reply letters or pre-paid postcards so that it does not cost him anything; and all you ask your readers to do is to sign a form or card which is enclosed with your letter and drop it in the post. In a reply to an enquiry you need to persuade your prospective customer to do business with you. A simple answer that you have the goods in stock is not enough. Your customer might have made ten other enquiries, so remember it is not only in sales letters that you have to persuade. Mention one or two selling points of your product, including perhaps any guarantees you offer. If you do not have what the enquirer has asked for but have an alternative (substitute), offer it to him but do not criticise the product he originally asked for. It is possible, of course, that you may not be able to handle the order or answer the enquiry. Your enquirer may be asking about a product you do not make or a service you do not give. If this is so, tell him and if possible refer him elsewhere. Make sure that you enclose current catalogues and price-lists, and if prices are subject to change, let your customer know. In reply to an enquiry, you may want to go as far as giving your prospective customer a quotation. The quotation must be very explicit. All details should be clearly set forth so that the customer knows exactly what he will get for his money. This makes a good impression, too. The checklist below contains all the points which must be taken care of when quoting for export.

• Quantity • Quality • Price • Method of Transport • Terms of Delivery • Terms of Payment • Insurance • Validity of the offer • Arbitration clause

A company’s quotation is not necessarily legally binding, i.e. they do not always have to sell you the goods at the price they quoted in their reply to an enquiry. However, when prices tend to fluctuate, the supplier will add a provision to their quotation stating that their prices are subject to change. An offer can be made without engagement, when the seller reserves the right to change the conditions of the offer. If the company makes a firm offer, it means they will hold the goods for a certain time until you order, e.g. firm for 14 days. Suppliers generally keep to their offer to protect their reputation. A firm offer is subject to certain conditions, a deadline for the receipt of orders, or a special price for certain quantities. Manufacturers and wholesalers sometimes allow discounts to be deducted from the price. They may allow a trade discount to sellers in similar trades; or a quantity discount for orders over a certain amount; or a cash discount if payment is made within a certain time, e.g. seven days.

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Specimen letters ‘Selling’ the product This is a reply to the buying agent who wrote an enquiry on behalf of her principals in Canada. As the agent made no reference to any particular line of chinaware she was interested in, this letter is in the nature of a sales letter. Dear Mrs Smith, It was a pleasure to receive your letter today, and we 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. You can choose from more than fifty designs. We would be pleased to add your clients to our list of customers throughout the world 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 c.i.f. 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 require, please contact us, and once again thank you for your letter. Yours sincerely, J. M. J. Merton (Mr) Sales Manager Enc. OFFERS 132. With reference to your letter inquiring about … 133. With reference / Further to our telephone conversation yesterday, … 134. You will find enclosed a catalogue giving detailed information about … 135. We enclose the details of our terms of payment and conditions of sale. 136. Your enquiry of 3 March is receiving our immediate attention. 137. We would be glad if you would give it your early attention. 138. We are sending hereby / herewith the price list requested. 139. We have pleasure in submitting the following quotation. 140. We can quote advantageous / favourable terms for … 141. We can quote you a gross price, with delivery included. 142. The prices quoted are subject to change. 143. We can quote / offer / grant you a discount for bulk purchase. 144. Our products are selling well and we can highly recommend them to you. 145. If you find our products unsatisfactory in any way, you can return them to us without obligation.

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146. The products required can only be supplied through our agency in … 147. Owing to insufficient demand we have ceased to manufacture the … 148. We will be pleased to supply / provide any further information you require. 149. We look forward to doing business to our mutual advantage. 150. We hope to have the pleasure of receiving your order for … 151. We can maintain these prices only for 60 days. 152. Thank you for your inquiry. 153. We hope that our offer will be of interest to you. 154. The prices quoted are net. 155. There are good opportunities for this product. 156. There is a promising market for … 157. There is much demand for … 158. There is a brisk trade in … 159. Please do not hesitate to let us know if we can be of any further help. 160. We have pleasure in enclosing our price list. 161. We are able to offer a 10% discount on all orders exceeding £100 in value / on repeat orders. 162. We can make you a firm offer for … 163. We can allow / offer / grant you a discount of 10%. 164. All models can be supplied from stock. 165. Please let us have your order as soon as possible since supplies are limited. 166. Our stocks are sold out. 167. We are out of stock but we can offer you a substitute. 168. Prices are subject to change without notice. 169. The goods carry / come with a one-year guarantee. Guided Compositions 6/1. Write an e-mail to a new customer who has contacted your company asking for information about your product / services. Thank them for writing; give some general information; highlight a few selling points; say that you are attaching detailed information in another document; tell them that they can contact you again if they have any queries. 6/2. Write an e-mail to a customer comparing several products that you offer. Ideas: price, features, functions, customer benefits, performance, size, weight, shape, materials, colour, design, design and technical specifications, availability, possibility for customisation. 6/3. Write a solicited offer to a Hungarian chain of stores on the basis of the following guidelines. You are the Sales Manager of a wholesaler in England dealing in children’s garments. Confirm that you can help. ‘Sell’ your products. You are sending a catalogue and a price-list. State if you can allow any discounts. Mention your terms of payment.

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7. ORDERS If the seller’s offer is right, and his sales letters have caught the buyer’s eye, an order may be expected to follow. First of all, accuracy is essential in the placing of an order. An error in quoting a catalogue number or a mistyped figure in the quantity column can cause trouble. Then clarity is needed. The buyer must make clear to the seller exactly what he wants. In the export business there are also other things needed besides an accurate description of the goods, for example, method of transport, packing, delivery and insurance. Then the buyer may require some special documents for his own use to satisfy import regulations. Orders are usually written on a company’s official order form / indent, which has a date and a reference number that should be quoted in any correspondence which refers to the order. In most cases an accompanying / covering letter is also sent. Even if the order is telephoned, it must be confirmed in writing. Details of an export order:

• Quality / Description of the goods • Quantity in customary units • Alternative goods / Substitutes acceptable if exact goods required are not available • All documents required (e.g. Bill of Lading, Consignment Note, Commercial Invoices, Consular Invoices, Insurance Policy, Certificate of Origin, etc) • Packing and Marking • Shipping and Forwarding • Terms of Payment and Delivery

As soon as an order is received by a supplier, it should be acknowledged. When the supplier has made up the order and arranged shipment, the customer is informed of this in an Advice of Dispatch or Advice Note. The giving of an order does not constitute a contract because a contract is an agreement to which at least two parties are required. A supplier who receives an order is entirely free to accept, ignore or reject it. If he accepts it, he acknowledges receipt of the order and this acceptance then concludes the contract, so the acknowledgement of the order has legal significance. The acknowledgement should close with an assurance to the customer that every care will be given to the order, or that he may rely on getting the goods he ordered exactly at the time and place he wants them. Such an assurance is likely to build up goodwill. The contrary of an acceptance is a refusal. A seller may reject (turn down, decline) an order for various reasons: shortage of labour, lack of raw materials, industrial conflicts, crop failures, political troubles, etc. It is usual, when refusing an order, to give a reason, which may or may not be the real reason for refusal, but if you give an explanation it should be a plausible one. Prospective customers may be asked to furnish trade and/or bankers’ references. The business referee would almost certainly be a firm, in either the buyer’s or the seller’s country, which has done a lot of business with the prospective customer.

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Specimen Letter Placing an order Dear Mr Merton, Please find enclosed an order (R1432) accompanying our letter. I would like 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. We intend to pay by letter of credit, which we discussed on the phone last week, and we would like delivery before the end of this month, which should be easily effected as there are regular sailings from Liverpool. If the colours we have chosen are not in stock, they will accept an alternative provided the designs are those stipulated on the order. Please, let us have a copy of the commercial invoice when it is made up. Yours sincerely, L.W. S. L. W. Smith (Mrs) Enc. Order R1432 30. Insert the correct phrases in the following letters: at your expense of assistance at your risk in your (our) favour in full in response to in touch with Dear Sirs, We have forwarded a Pro-forma Invoice (1) ………. your request, sent to us by telegram on the 24th November. We shall be (2)………… our agents to arrange for despatch and shipment. We would like to remind you that refrigeration facilities on board ship will be (3) ………….. Any losses through excess heat will be entirely (4) ………………. The Insurance Policy will make this clear. We would like you to open an irrevocable Letter of Credit (5) .......... through your bank, which we trust will be confirmed by your bank's correspondent in London. If we can be (6) ………….. to you in any way, please let us know. Your correspondence will receive immediate attention, and we shall follow your instructions (7) .......... Yours faithfully,

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31. Use the words below to complete this extract from a covering letter that has been sent with an order. DEPOT CONSIGNMENT CRATES WRAPPED SETTLE HAND OVER TRANSACTION PACKED DELIVERY ALTERNATIVE Would you please make sure that the (1) …………………………….. of fabrics is (2) …………… carefully in tissue paper, and (3) ……………………… securely in (4) …………………….. and sent to our main goods (5) ……………………… at the above address in Milan. If the items listed are not available, please do not send (6) ……………………… materials or colours. If there are any problems with (7) …………………………, could you let us know immediately? We will (8) …………………………….. your draft for 2,500 EUR, at our bank as soon as they (9) …………………………… the shipping documents. If this (10) ………………………….. is successful, we will place large orders in the future. 32. Match up the phrases in A with the phrases in B to make complete sentences, and put the verbs into the first conditional. A 1 If there (be) any delay… 2 Unless the consignment (arrive) by the end of next week, … 3 We (be able) to give you a discount… 4 Unless the items (be/wrap) with extreme care… 5 If the colours we specified (be) not in stock,… 6 We (send) the consignment by road… 7 If the transaction (be) successful,… B a if you (order) more than 20,000 units. b we (inform) you at once. c we (place) further orders with you. d we (accept) an alternative. e we (have to) cancel the order f many of them (get) broken. g if the railways (be) on strike. 33. The following verbs can all be used with the noun order. Choose the best verb to complete the sentences, using each one only once, in the correct form. CONFIRM REFUSE DELIVER SHIP PLACE MAKE UP CANCEL DESPATCH 1. We would like to ……………………………… an order with you for 5,000 units. 2. As we are unable to supply the quantity you requested, it would be quite understandable for you to ……………………………. the order.

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3. We are confident that we will be able to ……………………………. the order to you next week. 4. You will be pleased to know that your order K451 has already been ………………………. from our depot. 5. Please, ………………………….. your order in writing, so we can inform our distribution depot. 6. Your order was …………………………… yesterday on the SS Oxford. 7. Unfortunately, we shall have to ………………………. your order unless payment is received 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. ORDER, REPLY TO AN ORDER 170. We accept your quotation on the terms stated by yourselves. 171. We are very glad to have received your order of May 1. 172. The terms you quoted are satisfactory. 173. Please, attach / enclose the following documents. 174. Please, fax us as soon as the goods have been dispatched. 175. The new winter catalogue is on its way to you. 176. Your order has been packed and shipped in good condition. 177. Thank you for your letter / your quotation of … 178. With reference to your letter / quotation of … 179. We are pleased to place an order with you for …. 180. Please send us the following goods. 181. Please supply us with … 182. We would like to place an order with you for the following item from the catalogue. 183. We are very interested in the new type of … shown in your catalogue. 184. I would like to place the attached order with you. 185. We would be grateful for delivery by … (date). 186. Please confirm that you can supply these goods by the required date. 187. We enclose our order for immediate delivery. 188. Please acknowledge this order by return of post. 189. Please confirm receipt of this order. 190. To confirm our order, please find enclosed our official order form. 191. We are pleased to accept your conditions and place a trial order with your company. 192. Your order will be made up as per your instructions. 193. We must insist on delivery within the time stated. 194. A large number of customers have been enquiring about … 195. In view of the size of the order, we feel that a reasonable discount could be offered on this price. 196. We regret to inform you that this item is no longer in production. 197. Production difficulties force us to decline / turn down further orders. 198. Delivery will be made as soon as possible. 199. Kindly confirm acceptance of this order by return fax. 200. Your order is now being processed. 201. It is imperative that the goods should arrive in time. 202. Much to our regret, there has been a three day delay in delivery. 203. Unfortunately we are not in a position to make delivery within a month. 204. I would like to postpone the order until further notice / advice.

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205. Would you please not deliver order No … because we have sent the wrong order. 206. We hope you will favour us with further business. 207. We look forward to your next order. 208. The samples sent lead us to believe your products are not of the standard we require. 209. We feel that your products do not meet our requirements and we will therefore not be placing an order for them. 210. I am afraid your products do not have the technical specifications required for sale in this country. 211. I am afraid your prices are not competitive enough. We have therefore decided not to place an order with you. 212. Re our order no … 213. We wish to remind you that our order no. … has not yet been delivered. 214. As we have not yet received … 215. Please inform us by return of post as to the expected date of delivery. 216. Please give this matter your immediate attention. 217. Should any items be out of stock, please submit a quotation for a substitute. 218. We would like to cancel our order no. … owing to … Guided Compositions 7/1. Write a business letter accompanying an order on the basis of the following guidelines. Your letter is a reply to an offer. You are the Chief Buyer of a chain of stores dealing in footwear. You want to buy goods of excellent quality. You order from a catalogue. Explain there is an order accompanying the letter. Confirm the terms of payment, the agreed discounts and the delivery dates. Advise the firm how you want the goods packed. 7/2. Write a letter accompanying an order with reference to a catalogue number. Ask them to pack all items separately in shock-absorbent synthetic packing. Ask them to send handling instructions in German. Tell them that as the goods are required urgently, you would be grateful for delivery before 1st October. You intend to pay by letter of credit. 7/3. Write a letter in which you say thank you for delivering the goods. Say that you have always been satisfied with their fulfilment of your orders. Say that you intend to place a bulk order. Ask whether you can get a quantity discount. 7/4. Write a letter acknowledging an order. Assure the buyer that his order is already being processed and you can meet the delivery date. Draw your buyer’s attention to a new type of product, emphasise its selling points. Mention that you are enclosing your new catalogue and that you expect further orders from him. 7/5. Write a letter informing your regular buyer that owing to inflation you have been forced to increase your prices by 4% after 1st October. Say that you hope for a positive answer. 7/6. You work for a travel agency. Write a letter to a prospective customer introducing your company. Mention the types of package tours you organise. You are sending your new summer catalogue with your letter.

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8. COMPLAINTS AND ADJUSTMENTS The complaint letter should be written in a business letter format. When writing a complaint letter you want to keep it short and to the point to help ensure that your letter will be read in its entirety, if you write a seven page complaint letter, it's highly unlikely that someone will sit down and read all seven pages.

The complaint letter should be addressed to the Customer Service/Consumer Affairs Department or the Head Office if there is no Customer Service department. The address and contact information of the department should be available on the company's products or website.

In the first paragraph you should identify what the issue is and any relevant information that you believe is important. Be sure to include the following information if it's applicable to the situation: the date/time of the issue, location, name of person on duty, name of product, what the problem was, your account number, model number, price, warranty information and reference number. Be sure to stick with the facts and avoid putting emotions into your letter.

The next paragraph should state what you would like done to resolve the situation. If you received poor service, you could request an apology or a coupon. If a product malfunctioned you could request that you could exchange the product for a new one or receive a refund.

The last paragraph should thank the reader for their time. You can also throw in some compliments about something you liked about their company's product or service.

You should include your telephone number/e-mail address after your printed name so that they can contact you urgently if necessary.

Be sure to keep a copy of the letter for yourself and include photocopies of any relevant documents with your letter.

Complaints are often received by companies who ship consignments overseas. These complaints are sometimes about the quantity of goods received, perhaps not enough goods were sent, perhaps too many. Sometimes the complaint is that the wrong goods were sent. Often there are complaints about inadequate packing, which can cause damage to the goods. Sometimes the complaint is about inferior quality. Buyers in this case often complain that the goods are not up to standard. There may be a discrepancy between the description of the goods in the brochure and the goods which actually arrived. A complaint may be about a delay in shipment, although companies often have a penalty clause in their contract to protect them against loss from delay. Complaints about damage are usually the business of insurance companies, but if the damage is caused by the negligence of the packers, then the insurance company will not accept responsibility. When there is a complaint that the wrong goods were sent, or too many, or too few, then it is always necessary to check the packing list for the cases, as well as the invoice. Then the agent must investigate what happened. But the buyer cannot wait for the agent’s report. He usually insists on replacements as soon as possible. Bad, inferior or inadequate packing may cause damage to goods in transit. The buyers may accept damaged goods if the supplier offers a discount, but if the goods are badly damaged they may not be sold and in this case the buyer will demand replacements. If the delay is very long the buyer may cancel the order and there may be a loss to both suppliers and buyers.

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The response to a complaint should always be courteous and polite. If you write a response you should express regret for any inconvenience caused by your mistake and it is a good idea to assure the buyer that you will correct the mistake, and offer any other remedy you think may be useful. You should not dispute the complaint until you have the full facts. Explain if possible the reasons for the delay, damage, wrong consignment, bad packing or inferior quality. If the customer is wrong it will be necessary to write a tactful letter explaining why you think so. If the error, damage, or delay is not your company’s fault, then you should say that it is due to circumstances beyond your control. When you conclude the letter you should promise to carry out the customer’s instructions in the future. Offer the services of your representative who can visit the buyer and help to arrange replacements. If the buyer asks you what you propose to do about delayed shipments send a prompt reply. If the order was short-shipped you should despatch the goods which were not sent as soon as you can. Specimen letters Complaint of wrong delivery Dear Mr Smith, I have received a consignment of 6 dressing tables from you yesterday, my order No. 1695, which were ordered from your summer catalogue, Cat. No. GR154. But 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 send someone with my consignment as soon as possible and at the same time pick up the wrongly delivered goods? Thank you. Yours sincerely, R. H. R. Hughes Reply to complaint of wrong delivery Dear Mr Hughes, Thank you for your letter of 3 February in which you said that you had received a wrong delivery to your order No. 1695. I have looked into the matter and it appears that you have ordered from an out-of-date catalogue. Our current winter catalogue lists the dressing tables you wanted under DR 189.

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I have instructed one of my drivers to deliver the pine-finish dressing tables tomorrow and pick up the other consignment at the same time. Rather than sending a credit-note, I will cancel invoice No. T4451 and include another, No. T4467, with the delivery. There is also a winter catalogue on its way to you in case you have mislaid the one I originally sent you. Yours sincerely, R. Smith. Enc. Invoice No. T4467 34. Read this letter of complaint, and fill in the blanks with the correct verb taken from the list below. HAVE NOT ARRIVED FOUND WAS TORN HAVE CONTACTED RECEIVED WERE DAMAGED HAVE NOT HAD SHOWED HAVE INFORMED UNPACKED Dear Mr Thomas, I am writing to complain about a shipment of tubular steel garden furniture we (1)………………………. yesterday against our invoice No. G3190/1. The crates (2) …………………… on the outside, and looked as if they had been roughly handled. When we (3) ………………………… them, we (4) ………………………. that some of the chair legs were bent and rusty, and the fabric on the seating (5) ………………….., or (6) ……………………… signs of wear. Two further crates from the consignment (7) ……………………………… yet, so we (8) …………………………….. the opportunity of inspecting them. I (9) …………………………. the shipping company that we cannot accept this consignment from you, and they (10) ………………………… your insurers. As we will be unable to retail this consignment in our stores, we are returning the shipment to you carriage forward, and we shall expect a full refund. Yours sincerely, C. R. Williams Managing Director

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35. Complete the sentences typical of emails of complaint with the pairs of words from the box. appreciate/replaced attention/problem complain/quality connection/attitude delivered/urgently dissatisfaction/received entitled/replacement matter/inconvenience purchased/standard refund/further terms/treatment unless/cancel 1. I am writing in…………….. with the negative ………………. of a member of your staff. 2. I hope that you will deal with this………………. Promptly as it is causing me considerable ……………………… 3. The equipment I ordered has still not been………………….., despite my phone call to you last week to say that it is needed ………………….. 4. Although you advertise yourself as a top-quality brand, the product I ……………. was well below the ……………. I expected. 5. I am writing to draw your ……………….. to a ………………….. in your customer services section. 6. I would ……………… it if the faulty goods could be …………… as soon as possible. 7. I wish to complain in the strongest possible …………….. about the …………….. I received from a member of your staff. 8. I believe that I am ……………. to an immediate ……………. 9. I am writing to express my strong …………….. with the goods I …………….. this morning. 10. ………………….. I receive the goods by the end of this week, I will have no choice but to ……………… my order. 11. I am writing to ……………. about the ………………. of a product I purchased on-line from your website. 12. I insist on a full …………….., otherwise I will be forced to take the matter …………… 36. Apologies Email 1 below is a formal apology, email 2 is an informal apology. Complete the emails by choosing the correct expressions. unprofessional conduct / unfortunate behaviour Please accept my sincere apologies for / I'm really sorry for If you have any further queries / If there's anything else You can be sure that / You have my assurance that To compensate for the inconvenience caused / As a friendly gesture sort out the problem / resolve the matter to your satisfaction I'll / We will for / on behalf of about what happened / regarding the incident please call / do not hesitate to contact me Email 1: formal 1 am writing (1) …………… Promotional Products in relation to your recent complaint. I was very concerned to learn about the problems you experienced and the (2) ……………….. of our sales staff. (3) ………………. everything that happened, and thank you for bringing it to my attention. (4) ………………………………………………………………… I will (5) ………………………………………………..

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(6) …………….. send replacement items immediately, at our expense, and I will personally make sure that the order is correct. (7) …………….. we will also send you a credit note to be used against any items in our catalogue. I have already spoken to the sales staff involved (8) ……………… and we are making sure that in the future all customer complaints are dealt with in a polite and helpful manner. Once again, I hope you will accept my apologies for the inconvenience caused. I very much hope you will continue to use our services in the future. (9) ………………….. (10) ………………. on my direct line given below. Email 2: informal Laura, I'm writing (11) ……… all our family to say thank you very much for letting us stay at your seaside house at the weekend, we really enjoyed it. By now you have probably heard from your neighbours about the (12) …………. of my teenage son Harry and his friends when they came back from the pub late on Saturday night. (13) …………………………………… all the noise they made, and for the damage they caused to your neighbour's garden. (14) ……………………….. I will do everything possible to (15) ……………………………… (16) ……………………. contact your neighbours directly and offer to pay for any damage. (17) ………………………………………………. I'll also send them some flowers and a box of chocolates. I've already spoken to my son (18) …………………. and he promises it won't happen again. Once again, I am really sorry. (19) ……………………. (20) ……………… I'll be at home at the weekend. 37. Match the beginnings of the sentences (1-10) with the endings (a – j). 1 Please accept my a) a replacement immediately, 2 We're having a temporary problem b) and get back to you tomorrow. 3 We're doing everything we can to c) as a gesture of goodwill. 4 Can you leave it d) for any inconvenience this has caused. 5 I'll look into the matter urgently e) hesitate to contact me. 6 I'll send you f) resolve the issue/sort it out. 7 We are sending you a small gift g) sincere apologies. 8 I can assure you that h) this will not happen again. 9 I apologise again i) with me for a day or two? 10 If you have any further queries, do not j) with our software. 38. Read the following extracts from letters of complaint. Write out the verbs either in the simple past, or the present perfect. 1. Last year we (not/have) …………………………. any serious complaints from our clients, but this year we (already/receive) …………………………. over twenty. 2. This is not the first time that we (have) ………………………… problems with the shipping company. Three months ago they (lose) ……………………. a consignment completely and they still (not/find) ………………………….. out what happened to it. 3. I (look) …………………………….. into the problem, and it appears that the catalogue (be) ……………………….. out of date. 4. I (receive) …………………………… a consignment of furniture from you last week which we (order) ………………………….. on May 12.

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5. The error (be) ………………………… due to a fault in the computer system which we now (put) ……………………… right. 6. Our engineers (recently/find) ………………………… a fault with the batch of hard disk drives that we (manufacture) …………………………… in June and July last year. 7. I am willing to apologise for the defective items you (receive) …………………………. last month, and to inform you that we (credit) ………………………… the sum of ₤342.67 to your account. 8. Our accounts department (inform) ………………………….. me that we (not/yet/receive) ………………………………. payment for the items we (send) ……………………….. 9. We (not/have) ………………………………… any business from Williams & Co. since we (make) ……………………………. an error with the invoice. 10. We (lose) ………………………… a number of orders since we (start) ……………………….. having problems with the switchboard. 39. Compare the two lists of expressions commonly used in complaints. Match the informal phrases in the first list with their formal equivalents in the second. 1. it’s not our fault 2. you should make it right 3. we want our money back 4. you have to pay when the goods are returned to you 5. we will sue you 6. you made a mistake 7. we won’t buy anything from you again 8. the goods are rubbish 9. we’re complaining about 10. why don’t you pay attention? a) we are sending the consignment to you carriage forward b) we are not responsible for the error c) we would like to complain about … d) we will have to take legal action e) you seem to have made an error f) the products are not satisfactory g) we will not re-order h) you have not followed our instructions i) please correct the error j) we would like a refund. 40. Read this extract from a letter apologizing for a delayed delivery, and choose the best words from the options in brackets. Further to our telephone conversation, I am writing to you (1) (affecting, concerning, changing) your order, No. SX1940, which was (2) (sold, made, placed) with us on 10 January. Once again, I must (3) (regret, apologize, speak) to you for our delay in processing the order. This was due to a (4) (shortage, fault, problem) of office staff. However, since I spoke to you last week, we have (5) (dismissed, promoted, taken on) four new employees at our depot, and I am pleased to be able to tell you that your order is now ready for despatch. It will (6) (arrive, delivery, reach) you in approximately fourteen days’ time.

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As always, special (7) (care, attention, caution) has been taken to ensure that your (8) (load,

crates, consignment) of goods has been packed (9) (meeting, according, serving) to your requirements. Each item will be individually wrapped to (10) (prevent, cause, stop) damage. 41. Complete the following sentences using the verbs either as participles (e.g. working), or infinitives (e.g. to work). 1. Mrs Jackson has gone to the Post Office (cash) ………………….. a postal order. 2. They sent us an invoice (give) ………………………. details of all the goods that had been ordered. 3. Their letter, (explain) …………………………. why they had not paid promptly, arrived a few days later. 4. I am writing to you (ask) …………………….. why the outstanding balance on your account has still been unpaid. 5. I have written to the insurers (find out) …………………………… when they expect to settle the claim. 6. Although I am reluctant to take legal action (recover) ………………………… the amount, you leave me no alternative. 7. In our company we normally use letters of credit (settle) overseas transactions . 42. Match each sentence written in formal English to its nearest informal equivalent. 1. We expect to receive a remittance from you in seven days. a We want you to get in touch with us in a week. b We would like you to pay your debt in the next week. c We want you to send our account details next week. 2. We should like another month to settle. a We can’t pay until next month. b We need more time to get used to our new office. c We will send you the bill in a month’s time. 3. Please find enclosed your statement for the month of March. a We are sending details of all transactions we made in March. b We are informing you about what you owe us for March. c We are sending the money we owe you for March. 4. The sum of ₤215 has been credited to your account. a You will be expected to pay ₤215 from your account. b We believe that you now have a total of ₤215 in your account. c A payment of ₤215 has gone into your account. 5. I apologize for not clearing the balance earlier. a Sorry I didn’t pay you earlier. b Sorry for not closing my account earlier. c Sorry for the delay in replying to you. 6. Settlement of your February account is overdue. a You paid us too much in February.

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b We can’t offer you a loan to pay your February account. c You haven’t paid us yet for February. 7. We ask you to bear with us. a Please be patient. b We need your custom. c We would like you to pay us. LETTER OF COMPLAINT AND ADJUSTMENT 219. We wish to remind you that … 220. It is regrettable that we have not received the goods yet. 221. Please look into the matter. 222. We were disappointed to find that some parts were missing. 223. Shipment within two months was agreed upon in the contract. 224. We are forced to find a supplier who can fulfil all the contracts. 225. The order will be cancelled and placed elsewhere. 226. We shall have to terminate the contract. 227. We must ask you to replace the damaged goods. 228. On examination we find that the goods received do not correspond to the samples. 229. It is not the type we ordered. 230. The goods are unsuitable for the trade requirements. 231. It seems to have been roughly handled. 232. A loss of … has been estimated. 233. The consignment was not labelled according to the instructions. 234. We will store the goods at your expense. 235. The survey report is in support of the claim. 236. The error was made by our shipping agency. 237. Please, let us know the ways you can help us to overcome this difficulty. 238. We are at a loss to understand how this error was made. 239. Please kindly return the items you are dissatisfied with. 240. The mistake is due to an accounting error. 241. We feel that you may have overlooked the charge. 242. We hope that you will be able to agree with our calculations. 243. We will try to give your order priority. 244. The packing instructions have been totally disregarded. 245. We can assure you that this error will not be repeated. 246. There is a discrepancy between the packing list and the invoice. 247. Any damage occurring in transit is the responsibility of the carrier. 248. We are convinced of our ability to provide excellent service. 249. We offer our sincere apologies for … 250. Hopefully the matter can be settled amicably. 251. We greatly appreciate your patience in this matter. 252. We pointed out at the time of placing the order that prompt delivery was essential. 253. Almost three weeks have passed and we are still without the goods. 254. We will be compelled to cancel our order if the consignment is not received here by April 15. 255. It is doubtful whether we will be able to find a market for the wrongly delivered goods. 256. We have looked into the matter and it seems that you have ordered from an out-of-date catalogue.

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257. We are compelled to place the surplus at your disposal. 258. We are sending you today a replacement for the broken goods. 259. The goods we ordered on 5th September have not arrived yet. 260. We took delivery on 2nd October of our order no. …. However, several crates were missing and others had been damaged. 261. Our consignment of … was stolen in transit. 262. We regret to inform you that our consignment of … was delivered in an unsatisfactory condition. A detailed list of the damaged items is enclosed. 263. I am extremely concerned about your failure to deliver the consignment of spare parts promised for September 15th. 264. I would be reluctant to have to change suppliers in the hope of a better service. 265. We have had a survey of the damage carried out. A copy of the report has been sent to our insurance company. 266. Delivery was delayed as the goods were sent to our previous address. 267. The goods were damaged due to inadequate packing. 268. We would be grateful if you could arrange for replacements of the following articles to be sent as soon as possible. 269. Please arrange for reimbursement of the value of the damaged goods. 270. We are returning the articles in question. 271. Please credit us with the value of the returned goods. 272. We are prepared to keep these unsuitable goods, but at a substantially reduced price. 273. We would like to draw your attention to the fact that the goods were in the wrong colour. 274. We are returning them and would ask you to send replacements as soon as possible. 275. We found on checking your invoice no. … that our figures do not tally with yours. 276. We have noticed a number of discrepancies in your latest invoice. We would be grateful if you would look into this and forward us a modified invoice. 277. We are sorry to hear that … 278. We are concerned to learn from your letter of … that … 279. We apologise for the delay, but our warehouse was recently damaged by fire. 280. Please accept our sincere apologies for the delay. We have arranged for a replacement to be dispatched immediately. 281. We have investigated the cause of the problem and have found that a mistake was made because of an accounting error. This has now been corrected. 282. We have taken the matter up with the forwarding agents and will inform you of the results. 283. We have now taken steps to ensure that such a misunderstanding does not occur in the future. Guided Compositions 8/1. Write an e-mail complaining to the supplier. You ordered 1,000 pieces but only 800 were delivered. You need the missing pieces urgently. There is also a mistake on the invoice. When you called to speak to someone about it, no one could find a record of the order. This is not the first time you have had problems like this. Tell them what you want them to do. 8/2. Write an e-mail to a customer apologising for the delay in sending some goods. Ideas: what are the goods? Why did the delay happen? Will you give the customer this reason? When will you send the goods? Will you confirm shipping when it happens? Will you take any other action? Can the customer contact you for further information?

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8/3. Write a strong complaint about non-delivery. You make lorries for export. You placed an order with Baden Plc. to supply you with 60 dynamos for an export shipment of lorries that were to be sent to Greece. Baden have neither delivered the order nor answered your previous letter urging them to make delivery. 8/4. Write a letter of apology explaining why the goods were delayed. Be polite and try to convince your buyer that it will not happen again. 9. PAYMENT AND BANKING There are four basic terms of payment used in foreign trade: 1. Payment in advance is the most advantageous for the seller since the risk of non-payment for the goods is totally excluded. Since it is rather disadvantageous for the buyer, it is not very often employed. 2. Documents Against Payment is more often employed. This means that the buyer and seller agree upon payment simultaneously with the delivery. While the goods have been dispatched and are on their way to the buyer, the relative documents are handed over to the buyer by a bank against payment of the counter value or against acceptance of a draft drawn on the buyer to the amount of the invoice. 3. The most usual method of payment is the Letter of Credit. The banks, one in the country of the buyer, one in that of the seller, are entrusted to carry out the task a L/C charges them with. 4. Payment after delivery / Open account terms is just as disadvantageous for the exporter as payment in advance is for the importer. It is rarely used and is granted only to firms of reliable financial standing. 43. Read this letter requesting credit, and fill in the blanks with the correct verbs taken from the list below. PLACE BEGAN MAY BE APPROACHED HAVE BEEN CLEARED HAVE BEEN TRADING HAS PASSED WOULD BE SETTLED HAD BEEN ESTABLISHED Dear Mr Smith, We (1) …………………………… with you for the past year and during that time our accounts (2) ……………………………… by letter of credit. However, when we (3)…………………… our association with you, you mentioned that once our business relationship (4) ……………… our accounts (5) ………………………. by 60-day bill of exchange, documents against acceptance. We feel that sufficient time (6) ………………….. to allow this arrangement to be effected. Please let us know before we (7) ………………………….. our next order, if these new payment terms are acceptable. I enclose details of two referees, who (8) …………………………. should you require trade references, and look forward to hearing from you. Yours sincerely, David Adams Accountant Encs.

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44. Complete each unfinished sentence, using the passive voice so that it means the same as the one before it. 1. We have settled our accounts up to now by letter of credit. Our accounts …………………………………………………………………………………… 2. A supplier only grants credit facilities if a customer can satisfy a number of requirements. Credit facilities …………………………………………………………………………………. 3. We would like to confirm that you will make settlement against monthly statements. We would like to confirm that settlement ……………………………………………………… 4. We cannot offer open account terms, as we price our products very competitively. We cannot offer open account terms, as our …………………………………………………… 5. We will include the enclosed invoice on your next statement. The enclosed …………………………………………………………………………………… 6. Our bank has advised us that they have credited the proceeds of our letter of credit to your account. Our bank has advised us that the proceeds …………………………………………………….. 7. We have had to remind this firm several times to settle their accounts. This firm ………………………………………………………………………………………... 8. Would you please tell us if anyone has ever taken court action against this firm? Would you please tell us if court ………………………………………………………………. 9. We have now completed our investigation into Falcon Retailers. Our ……………………………………………………………………………………………... 10. LDM Ltd brought an action against the firm in 2005. An ……………………………………………………………………………………………… 11. Could you tell us whether we can rely on them to settle their accounts promptly? Could you tell us whether they ………………………………………………………………… 45. In the following sentences, the word in italics is not very appropriate for formal correspondence. Choose a more suitable alternative from the list. INFORM OVERDUE REQUEST PROMPTLY SUFFICIENT ELAPSED CONFIDENTIAL ACCEPTABLE COMPETITIVE SETTLE 1. Thank you for forwarding the documents so quickly. 2. We feel that enough time has passed for you to pay. 3. I am writing to ask for open account facilities. 4. We remind you that this information is highly secret.

5. Your quarterly settlement is three weeks late. 6. We are pleased to tell you that the credit facilities you asked for are fine.

7. Our prices are very low.

46. Use the words below to complete this letter from a referee. INFORMATION CREDIT-WORTHINESS STATEMENTS CUSTOMER CONFIDENCE LIMIT BALANCES DUE Dear Mr Smith,

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I refer to your letter of May 18 concerning the (1) ……………………………. of Glaxo Chemicals Ltd. The company has been a (2) …………………………… of ours for a number of years, and although their credit (3) ……………………….. has not reached the level you mentioned, we have found that they always cleared their (4) …………………….. on the (5) …………………….. dates, settling them on quarterly (6) …………………………….. We trust you will treat this (7) ………………………………. in the strictest (8)…………………… Yours sincerely, Joseph Gates Credit Controller 47. The following is a covering letter from a bank, informing a company that a letter of credit has been opened for them. Choose the correct expressions from the list below to fill in the gaps. INFORM CHARGES DOCUMENTS DRAW ACTING VALID SETTLE OPENED Dear Sir, L/C No. 340895/AGL We are (1) ……………………….. on behalf of the Eastland Bank, London, and would like to (2)………………………….. you that the above documentary credit for 45,000 EUR has been (3)………………………… in your favour by your customers Mercury Data Ltd. The credit is (4)…………………………. until 12 August and all bank (5)…………………….. have been paid. Please, bring the following (6)………………………………. to the above address: Air Waybill Invoice for full value of the sale c.i.f. London Insurance Certificate Certificate of Origin Would you also (7)……………………………. a sight draft for the full amount of the invoice on us so that we can (8)…………………………….. this account. Thank you in advance. Yours faithfully Richard Evans Documentary Credits Manager

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48. Use the correct form of the word in brackets. Example Lack of capital will ………………………. the project. (danger) Lack of capital will endanger the project. 1. The exporter opens a letter of credit by ………………………………. an application form. (complete) 2. The cheque should be made …………………………… to International Crafts Ltd. (pay) 3. The shipping documents include bill of lading ………………………………… and invoice. (insure) 4. I am pleased to inform you that your ………………………….. has now been extended to ₤4,000. 5. I am writing to acknowledge ………………………………. of your letter, dated 5 April. (receive) 6. You will receive ………………………………. of the agreement from our bank. (confirm) 7. With ………………………………. to our telephone conversation yesterday, I am writing to confirm our agreement. (refer) 8. Loans can be extended only by ……………………………….. with the branch manager. (arrange) 9. Your ………………………………… should appear twice on the document. (sign) 10. We need a loan to secure the …………………………… of our company. (expand) 49. Read the following dialogue between a bank manager, John Smith, and a customer, Richard Bailey. Manager: Good afternoon, Mr Bailey. Now, how can I help you? Customer: Well, I know my company’s been going through a bad time recently, but I would like to expand the fleet by buying another two lorries. I wonder if you could extend my loan to cover the investment? Manager: I’m afraid we can’t extend your existing loan, but we may be able to offer a bridging loan. How much would you need? Customer: Probably around ₤30,000 to buy two second-hand vehicles. I’m sure that the revenue from extra lorries would allow me to repay you within a year. Manager: What can you offer as a security for the loan? Customer: Just the lorries themselves. Manager: Well, unfortunately, I am not in a position to make an independent decision – I shall have to consult with our directors first – but I promise I will speak to them this week, and let you know as soon as possible. Customer: Thank you very much. Now, as Mr Smith, relate the above conversation in a memo to the directors. Start as follows:

MEMO From: To: Date: Subject: I had a meeting with a customer, Richard Bailey, on the 17 September…

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50. Read the two passages spoken by Susan Adams and her new secretary. Fill in the spaces with the correct form of make or do. I don’t know what we can (1) ………………………. about this new secretary. She can’t (2)……………….. even the simplest things right. Last week, she (3)…………………. an appointment for me to see one of our most important agents when I was on holiday, and she (4)…………………. the most terrible typing errors too – she sent a buyer an invoice for ₤200 instead of ₤20,000, which I fortunately saw just in time, and I (5)…………….. her (6)…………….. it again. But I can’t see how we can (7)………………. business and (8)……………….. profit if we have people like that working for us. I had a really terrible day at the office. I managed to (9)…………………… quite a lot of work in the morning, and I (10)……………………. my new boss endless cups of coffee, and I (11)………… all the filing. But she didn’t seem to be at all happy. After lunch I (12)…………….. a few more letters, and I was a bit tired, so I (13)…………………. a few small mistakes. She was absolutely furious and (14)………………… such a fuss! I told her I was (15)……………….. my best and that seemed to (16)……………….. her even more angry. I think she ought to learn to (17)……………… her own typing. 51. Fill in the blanks with a suitable word. SOLE AGENT FACTORING DEL CREDERE STOCK BROKER COMMISSION NET OWN ACCOUNT CONFIRMING CONSIGNMENT PRINCIPAL COMMODITY MARKET 1. A …………………………………. is someone who buys and sells shares for a client on the Stock Exchange. 2. ……………………………………. houses receive goods from abroad and often make all the import arrangements before selling the goods on to a client. 3. A ……………………………….. only sells products from his principal and does not sell competing products. 4. An agent who sells products on a ………………………. basis makes a certain amount of money for each item sold. 5. A …………………………… is someone who supplies products to an agent. 6. In non-recourse ……………………………, a firm buys up outstanding invoices and claims the debts. 7. Commission may be worked out on c.i.f. invoice values, or …………………………. invoice values. 8.The ……………………………. markets are where items like coffee, cocoa, and rubber are traded on behalf of clients.

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9. Agents who take the risk of being liable for customers’ debts may receive a ……………………………. commission. 10. An agent who sells products on his ……………………………. can set his own prices and profit margins. 11. A prospective agent may need to be convinced that there is a ……………………….. for the principal’s products. 12. The basis on which an agent sells your products but does not own them himself, and makes a profit from commission only. ........................................ 52. Fill in the blanks with a suitable phrasal verb. DO WITHOUT TURN DOWN FILL IN MAKE UP TAKEN OVER TAKE ON CUT OFF MAKE OUT BACK UP WORK OUT 1. Find out what the real sales figures for last year were. You can’t just ………………… them………………………! (invent) 2. Please, …………………….. the cheque ……………………… to the M&G Pensions and Annuity Company. (write down the name of the payee) 3. We can’t afford to employ temporary staff for two days; you will just have to ………………………… a secretary until Monday. (manage without) 4. The small company, which had suffered from bad management, was ……………………… by a larger one, and all the directors were fired. (gained control of) 5. We offer all our agents extensive advice, and ………………….. them …………………… with a full range of financial services. (support) 6. We must …………………………….. their offer to act as agents for us, because they have not been in business long enough. (refuse) 7. The company was expanding, so they decided to …………………….. a hundred new workers. (employ) 8. It’s going to take a few days to …………………………… all the details of the contract. (calculate) 9. Please, ………………………….. the enclosed application form and return it to us. (complete) 10. We were talking on the phone and we were suddenly …………………………….., so I’ll have to ring him back. (disconnected) 53. Read the following letter and choose the best words from the options in brackets. Dear Mr Smith, You were recommended to us by the German Chamber of Commerce, who (1) (said / told /

spoke) you might be interested in representing an Italian glass manufacturing company in your country. We have a number of agencies in other European countries who receive products on (2) (commission / consignment / approval), then sell them on a six per cent commission on ex-works prices. These are (3) (single / unique / sole) agencies which means that only we supply them, and they represent only us during this time. Generally, their customers (4) (settle / agree / deal) all accounts with us, then we supply them direct on invoices received from the agent.

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In most cases we offer a (5) (test / proof / trial) agency for one year, and if the results are good, we (6) (export / extend / expand) the agency on a further two year contract. We would (7) (offer /

suggest / invite) you support through advertising, brochures, and leaflets in German, the (8) (cost

/ value / worth) of this being shared between us. Our market (9) (researchers / reporters / informers) tell us there is an increasing demand for our line of products in your country, so it will not be difficult to sell our wares. If you would be interested in an agency of this type, we can send you a standard agreement, giving you more details of our terms. Meanwhile, we are enclosing our (10) (actual / present /

current) catalogue. Yours sincerely, P. Simpson Chairman Encl. 54. Choose the correct words from the list below. OFFER COMMISSION PRINCIPALS RATES FREIGHT DEL CREDERE RECOMMENDATION TERMS FACTORY MANUFACTURERS BROCHURE DOCUMENTATION Dear Mrs Williams, We are writing to you on the (1) …………………………. of the Portuguese Chamber of Commerce who informed us that you were looking for a buying agent for precision tools in this country. We have been in this trade for over twenty years and have close contacts with the major (2)…………………………….. both here and overseas. If we may, we would like to give you a brief outline of the (3) ……………………. we work on. Generally, we place orders for our (4) …………………… with our suppliers, and our customers settle direct with manufacturers. In addition we arrange all costs, insurance and (5) …………….. facilities for the client handling consignments from the (6) …………………… to the port/airport of the importer’s country. As we have dealt with these agencies for a number of years, we can offer you their most competitive (7) ……………………….. for shipment. In addition we would take care of all (8) ………………………….., including customs formalities. As a rule we operate on a 4.5 per cent (9) ………………………. on c.i.f. values, but if credit is involved, we could offer (10) ……………………………. services for an additional 2.5 per cent commission, pending the usual inquiries. If you are interested in this (11) ………………………. we can assure you of first class, efficient service. Meanwhile, do not hesitate to contact us for any more information. Please find enclosed our (12) ……………………….., giving you full details of our company.

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We look forward to hearing from you in due course. Yours sincerely, M. Whaley Managing Director Enc. 55. Complete the sentences with one of the following words or phrases: if, unless, when, in case. 1. Our suppliers have told us that the goods were in perfect condition ………………………… they left the factory. 2. The ferry takes three hours to cross the Channel ……………………… the weather is very bad, in which case it takes longer. 3. It is important to be adequately insured ………………………. a consignment is damaged in transit. 4. The banks will not accept non-negotiable waybills as evidence of shipment …………….. they are instructed to do so. 5. The SS Africa sailed from Tilbury on June 26, and we will let you know ………………………… it arrives in Nigeria. 6. ………………………… you want to reserve a container on the SS Orient, please complete the enclosed forms and return them to us by March 15. 7. The SS Sheraton will be available for charter ………………………… she returns from Australia at the end of next month. 56. Complete each unfinished sentence so that it means the same as the one before it. Example The weather was bad, so the ship was delayed. If the weather hadn’t been bad, the ship wouldn’t have been delayed.

1. The firm did not receive any compensation because the goods weren’t insured. If the goods ……………………………………………………………………………………... 2. The shipment arrived late because the dockers went on strike. If the dockers …………………………………………………………………………………… 3. The company did not send the shipment by rail, so the goods arrived late. The goods wouldn’t ……………………………………………………………………………. 4. The goods were not perishable, so they were sent by rail. If the goods ……………………………………………………………………………………... 5. The consignor did not receive any compensation because the carriers were not negligent. The consignor would …………………………………………………………………………… 6. These problems arose because we did not use our normal forwarding agents. If we ……………………………………………………………………………………………. 7. The records and tapes were damaged because they had not been packed properly. If the records ……………………………………………………………………………………

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57. Match the words with the definitions in the sentences below. CLEARING AGENT PERSIHABLE GOODS DIRTY WAYBILL NEGLIGENCE CONSIGNEE FRAGILE CONTAINER VESSELS CERTIFICATE OF ORIGIN FREIGHT ACCOUNT CRATES BALTIC EXCHANGE BILL OF LADING DOCK RECEIPT 1. Someone who ensures that the goods are cleared through customs. 2. Items like fruit, butter, and meat that can go bad during transit. 3. What a bill of lading may be marked if goods are damaged. 4. The equivalent of a consignment note for air transport. 5. Carelessness. 6. The person who receives goods being transported. 7. What is written on a consignment that can be broken easily. 8. Ships on which goods are kept in huge steel boxes. 9. A shipping document giving ownership to the person named on it. 10. An invoice sent by a shipping company stating their charges. 11. Wooden boxes in which items may be packed. 12. The organization through which ships can be chartered. 13. A document stating what is a consignment and where it is from. 14. A document stating that goods are stored and awaiting shipment. 58. Make complete sentences by using one phrase from each column. 1 I wish to draw an overdue payment to continue. 2 There is be allowed to my two previous emails. 3 We are concerned that your attention to recover the money. 4 This situation cannot the matter has not yet on your account. 5 We must urge you to take your cooperation received your attention. 6 We have still not but to take legal action the outstanding sum. 7 We shall have no alternative received payment for in resolving this matter. 8 We would appreciate immediate action to settle your account. Note: overdue and outstanding both mean 'not yet paid'; to settle means 'to pay the money you owe'. 59. Read the emails below. Which email is the: first reminder…… second reminder…. third reminder …… final demand ……… Email 1 Following my emails of (dates) I must inform you that we have still not received payment for the outstanding sum of €4,500. Unless we receive payment within seven days we shall have no alternative but to take legal action to recover the money. In the meantime, your existing credit facilities have been suspended. Email 2 I wish to draw your attention to my previous emails of (dates) about the overdue payment on your account. We are very concerned that the matter has not yet received your attention.

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Clearly, this situation cannot be allowed to continue, and we must urge you to take immediate action to settle your account. Email 3 According to our records, the sum of €4,500 is still outstanding on your account. We trust that our service was to your satisfaction, and we would appreciate your cooperation in resolving this matter as soon as possible. Email 4 On (dates) I wrote to you regarding your company's unpaid account, amounting to €4,500. May we please remind you that this amount is still outstanding? We would be grateful to receive a bank transfer in full settlement without further delay. 60. Complete the emails with the phrases from the box. concerning a payment forward the payment further delay have still not received now two months overdue shall have no alternative should have been cleared the outstanding sum to settle your account First reminder We are writing to you (1)…………… of €12,600 for invoice number KJ678 which is now overdue. A copy of the invoice is attached. This amount (2) …………. by the end of last month. Please send a bank transfer (3) …………. or an explanation of why the balance is still outstanding. If you have already dealt with this matter, please disregard this email. Second reminder With reference to my email of 21 March, I must inform you that we (4) ……………… payment to clear the balance on your account. I am sure you are aware that late payments create problems for us. We would appreciate payment of (5) ……….. without (6) ………… If you have any queries on this matter, please do not hesitate to contact me. Thank you for your cooperation. Final demand I wrote to you on 21 March and 7 April regarding the balance of €2,600 on your account. I attach copies of both emails. This sum is (7) …………..We are very concerned that the matter has not yet received your attention. Please (8) …………. within seven days. If we do not receive payment from you, we (9) …………. but to take legal action to recover the full amount. PAYMENT, BANKING 284. We have instructed our bank to open an irrevocable Letter of Credit in your favour. 285. Please, open a documentary credit in favour of … 286. We suggest payment by B/E (Bill of Exchange) at 30 d/s (days). 287. Payment can be made on any basis acceptable to you. 288. The draft has been made out. 289. The draft will shortly be presented to you. 290. We have accepted the draft and the bank should be sending you an advice shortly. 291. We are pleased to acknowledge your draft for invoice No …

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292. Will you please forward the documents debiting our account? 393. The amount will be transferred / remitted to you as soon as our bank receives the documents. 294. Thank you for your prompt payment. 295. We hope to have established our reliability with you. 296. If you require a reference, you can contact our other business partners. 297. Could you please supply us with information about the company’s financial standing? 298. We have little doubt about their ability to settle their invoices. 299. Our creditworthiness can be confirmed by … 300. This firm is not particularly reliable in their credit dealings. 301. Any information you provide / supply will be treated confidentially. 302. We would not hesitate to grant them the credit facilities they ask for. 303. May we remind you that your statement is still outstanding? 304. Will you kindly clear / settle your account urgently? 305. Thank you for your transfer in payment of our statement No … 306. You have failed to credit us with the agreed discount. 307. We noticed that a number of errors have been made in your statement. 308. Our figures do not agree with yours. 309. We are puzzled to have had no remittance from you. 310. You already have an overdraft of … 311. Please, give the matter your immediate attention. 312. We must request payment of the amount due without further delay. 313. We will be left with no alternative but to take legal action unless payment is received within the next seven days. 314. … have declared insolvency. 315 … are temporarily in financial difficulties. 316. Our circumstances do not allow us to wait any longer. 317. We look forward to receiving your immediate draft. 318. Our conditions / terms of payment are as follows: … 319. Payment should be made by letter of credit. 320. Are you able to offer / allow a discount? 321. Could you grant us a preferential rate for this bulk order? 322. We can offer / allow you 2 months’ credit. 323. We do not give credit. 324. We are not in a position to offer credit. 325. Enclosed is our invoice amounting to … 326. We would be grateful if you would forward your remittance in settlement of the enclosed invoice. 327. Our bank has been instructed to transfer the agreed 10% deposit. 328. We are pleased to confirm receipt of … 329. Thank you for your cheque for … 330. We enclose a credit note in the sum of … 331. Could you possibly forward your account details, including your account number and credit card number? 332. Our invoice, of which we enclose a copy, was sent to you on …. (date). 333. We are writing in connection with your outstanding account of … 334. We would like to draw your attention to our invoice of … (date). 335. As we have not received payment yet, we would be grateful if you could forward your remittance as soon as possible. 336. As the account has not been cleared yet, could you please send your remittance as soon as possible?

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337. As no advice of payment has been received from our bank, we would be glad if you would arrange for settlement of this invoice. 338. May we remind you our terms are 30 days net. Kindly send your remittance as soon as possible. 339. Should you have already settled the account, please disregard this reminder. 340. If you have already sent the required amount, please ignore this reminder. 341. We wish to remind you that our invoice no. … dated … is still unpaid / outstanding and ask you to give the matter your immediate attention. 342. Having received no reply to our letter of … in which we reminded you that we are still awaiting settlement of our invoice no. …, we must request payment of the amount due without further delay. 343. We enclose a statement of your account. We feel sure that its settlement has been overlooked, but having already sent one reminder, we must insist that payment be made within the next seven days. 344. Despite two reminders sent to you on … and …, the amount of our invoice no. … is still outstanding, and is now three months overdue. As we have received no reply from you, we shall have to take legal proceedings unless payment reaches us within the next seven days. 345. Unless we receive your remittance within seven days, we shall have to hand the matter over to our solicitors. 346. We regret to inform you that we can find no trace of invoice no. … We would be obliged if you could send us a duplicate of the invoice so that we can proceed with the necessary payment. 347. The delay in the settlement of our outstanding account no. … was caused by a computer error in our accounts department. 348. Please accept our apologies for the inconvenience caused, and rest assured that you will be receiving our remittance shortly. 349. We apologise for the delay in our settlement of our invoice no. …, but we have recently experienced some cash flow problems. We would be grateful if you could allow us a further credit of 30 days. 350. The September invoice should have been settled last month. 351. If you have already sent the remittance, then, please, disregard this letter. Guided Compositions 9/1. Write a polite first reminder to a company that owes you a lot of money. Tell them how much they owe and ask for an explanation. Ask them to settle the full amount as soon as possible. 9/2. Write a second, stronger reminder to a company that owes you a lot of money. Ideas: mention your first reminder, be more forceful about the action you want them to take, say that they can contact you if there are any questions. 9/3. Write a very strong final demand. Ideas: mention your previous two reminders, be forceful about the action you want them to take; say what will happen if they do not take this action.

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10. SHIPPING AND TRANSPORT Freight forwarding is a service used by companies that deal in international or multi-national import and export. While the freight forwarder doesn't actually move the freight itself, it acts as an intermediary between the client and various transportation services. Sending products from one international destination to another can involve a multitude of carriers, requirements and legalities. A freight forwarding service handles the considerable logistics of this task for the client, relieving what would otherwise be a formidable burden.

Freight forwarding services guarantee that products will get to the proper destination by an agreed upon date, and in good condition. The freight forwarding service utilizes established relationships with carriers of all kinds, from airlines and trucking companies, to rail freighters and ocean carriers. Freight forwarding services negotiate the best possible prices to move the product along the most economical route by working out various bids and choosing the one that best balances speed, cost and reliability.

A freight forwarding service generally provides one or more estimates to the client along with advice, when necessary. Considerations that affect price will range from origin and destination to special requirements, such as refrigeration or for example transport of potentially hazardous materials. Assuming the client accepts the forwarder's bid, the freight is readied for shipping. The freight forwarding service then undertakes the responsibility for arranging the transport from point of origin to destination.

61. Decide which definition refers to which document. air waybill bill of lading certificate of origin combined transport document consignment note consular invoice customs entry form import licence letter of credit invoice order policy statement 1. A request for goods: …………………. 2. A document accompanying imports, which has been certified correct by an official of the importing country’s government: ………………. 3. A ticket, receipt and document of title: …………………… 4. A ticket and receipt for goods sent by air: …………………….. 5. A ticket and receipt for goods sent by more than one means of transport: ……………… 6. A ticket and receipt for goods sent by land: …………………. 7. A promise by a bank to pay a certain amount of money for goods sold abroad: ………………. 8. A request for payment: …………………. 9. A proof that the goods have come from a certain country: ……………… 10. Official permission to bring goods into a country: ………………….. 11. A form showing all the transactions between a company or bank and an account holder: ……………………. 12. Proof that something is insured: …………………. 13. A form describing imported goods so that duty can be calculated: …………….

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62. Insert the correct words in the appropriate spaces: consignment terminals door-to-door service fastest depends document of title shipbrokers carry chartered consignee unload containers boats rapidly same space The method a consignor chooses to deliver his goods (1) …………. on whether his main consideration is speed, direct delivery limiting handling or economy, and this obviously relates to the type of (2) ................ being sent. Road haulage can be comparatively cheap when transporting relatively small consignments, and offers a (3) …………… Rail freight services are competitive when shipping bulk goods, and are faster than road transport between (4) ………….. Air transport offers the (5) …………… service, but is restrictive on weight and volume, and can be the most expensive method of sending goods. The 'consignment note' or 'waybill' is the main document used in road, rail or air transport. It is a receipt, not a (6) ………….. and therefore not negotiable. An 'advice note' is usually sent to the consignee to inform him that goods are being forwarded, but airlines, as a rule, inform the (7) ……………… themselves when the goods arrive. There are various types of vessels available to (8) …………… different goods. Their owners may belong to the Shipping Conference and will charge fixed rates for transporting goods. Other vessels can be (9) ................ on a time or voyage basis or on a mixed charter, through (10) ............ on the Baltic Exchange who will negotiate rates for their clients. Containerization is a growing method of shipment, where goods are loaded into steel boxes which are taken to the docks and then loaded on to special container vessels. These vessels offer facilities to move (11) …………. from one country to another, and have special lifting gear and storage (12) ................ for the huge steel boxes they transport. Roll-on roll-off ferries are vessels which allow cars and trucks to drive on at one port and off at another without having to load and (13) …………….. their freight. There are also barges, large flat bottomed (14) …………… which transport goods inland along canals and waterways, and lighters which may do the (15) ………………. work as a barge, or are used for taking goods from a port out to a ship, or vice versa. 63. Choose the best word from the words in brackets Dear Mr Smith, 17 September 2010 In reply to your fax of the (1) (before / over / above) date, we are sending you details of our shipping (2) (timetable /, schedule / programs) and freight rates, so they should (3) (arrive/ reach / deliver) you by tomorrow. With regard to the (4) (certification /, documentation /, paper) you asked for, we (5) (suggest /

advise / warn) you use a Combined Transport Bill as the goods will then be covered by road, Ro-Ro ferry, and road again. We are also sending (6) (down / on / up) our Export Cargo Packing Instructions which should be (7) (brought / handed / put) to our driver when he calls. Consignment will be delivered to our (8) (post / camp / depot) for consolidation, and you will be (9) (charged / accounted / paid) at the very competitive groupage rates. We will take the usual (10) (duties / responsibilities / care) for handling cargo, but suggest you take all risk insurance cover on a door-to-door (11) (term / basis / ground).

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Please, let us know (12) (as / if / when) there are any other details you require. Yours sincerely, Brian Whaley Freight Manager SHIPPING AND TRANSPORT 352. Delivery will take two weeks. 353. The consignment is ready for immediate delivery. 354. Delivery can be made from stock. 355. The items are in stock and should be ready for dispatch by next Monday. 356. Delivery will be made within two months. 357. As arranged, the consignment will be transported by rail. 358. Would you please deliver to the following address? 359. We are pleased to inform you that we have dispatched the goods today, in accordance with your order. 360. As agreed, the goods will be delivered to you on Friday morning. 361. Order no. … will be ready for delivery as from 15th September. Please advise as to how you will take delivery of the goods. 362. Owing to … we are unable to deliver your order no. … before 10th October. 363. Unless we receive instructions from you to the contrary, we will assume that your order still stands. 364. The documentation has been sent to you under separate cover / by registered mail. 365. Would you please quote us your present freight rates for general cargo? 366. We can quote …per ton, which is a very competitive rate. 367. We wish to send a cargo of … weighing … and measuring … from … to … by air. 368. Could you inform us which vessel is leaving before the 10th of this month? 369. Your cargo will be shipped by … which is due to sail from … and is scheduled to arrive at … on … 370. We would prefer to have the goods carried by road and ship. 371. Please, let us know whether cargo places must be reserved. 372. Concerning the shipment of a consignment of … we regret that we are still without any news. 373. The consignment of … has arrived. Please fax further instructions. 374. We can offer you a substantial rebate for regular shipment. 375. Please advise us as soon as the goods arrive.

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11. PACKING AND MARKING Packing and marking are matters of great importance especially in overseas trade where goods are exposed to greater risk than by land or air transport. The packing instructions of the customer must therefore be carefully observed and the following considerations especially borne in mind:

• the nature of the goods • the method of transport used • climatic conditions in the foreign country • ease of handling and inland transport in the country of destination • rates in marine insurance • customs regulations in the foreign country • the reduction of overall measurements in order to save freight.

Packing materials must accord with these considerations. Sometimes it is necessary to use additional shock-absorbent or padding materials, which comply with the sanitary regulations of the country concerned. The packing must be appropriate to the type of goods to be carried. Thus, for instance, rice or coffee beans are sent in bags, flour in sacks, cotton in bales, bottled wine in corrugated boxes or cases, tea in zinc-lined chests, matches in oilcloth-lined cases. Fruit may be sent in crates or baskets, liquids in drums, casks or barrels, butter in kegs or tubs etc. To avoid confusion, delay and miscarriage the individual packages must be clearly marked and numbered. Marks usually consist of the name and destination and the initials of the person or firm to whom the goods are being sent, often enclosed in a heart, a triangle, or some other device

Sometimes additional remarks, special directions or warnings regarding manner of handling, loading, lifting etc. are added to the marking such as ‘fragile’, ‘this side up’, ‘top’, ‘bottom’, ‘highly inflammable’’, ‘no hooks to be used’, ‘with care’, ‘stow away from boilers and heat’, ‘keep in dry’, etc. ‘Packaging’ usually means the wrapping of products for display in shops. The term ‘packing’ refers to larger quantities packed for transport. 64. Insert the correct words in the appropriate spaces in the passage below: containers fire-proof open this end country of origin fragile padding dimensions inflammable stencil discharge lining water-proof forwarding on board weight Packing is very important in modern shipping. The use of pre-packed (1) …………… has reduced the risk of damage which can be caused by rough loading and unloading, but there are still many risks which packing and (2) ………… agents must be careful about. In addition to the damage caused by loading and unloading, there are the risks from water and fire, as well as other accidents (3) ………… ship. Therefore the containers used today are often strong, (4) …………….. and (5) ………… to protect them against rough handling, fire and water respectively.

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Although there is less risk today, forwarding agents often have to (6) .................. special signs on the containers, cartons, crates and boxes. For example, they write (7) ………….. if the goods can be broken easily, (8) ………….. if the goods catch fire easily, and (9) …………. if it is important to open a container so that the goods are standing the correct way when the container is opened. In addition, the (10) …………. in kilos, and the (11) ………….. in centimetres are sometimes necessary. Importers also give instructions to suppliers to stencil the (12) .................. e.g. PRODUCE OF THE UNITED KINGDOM, and the port of (13) .................. e.g. MOMBASA, on the containers. The materials used are important. Wooden and metal crates and containers are necessary for fragile goods, and waterproof and fireproof (14) ……………… is sometimes necessary. To prevent damage from rough handling of glass bottles, for example, extra (15) ………….. is necessary. If goods are packed carefully, there is less damage and less inconvenience for suppliers, buyers and insurance companies. 65. Insert the correct phrases in the following letter: in our / your own interest to the letter in transit on the way in due course on arrival We enclose packing details for your order of the 25th September for 125 voltmeters. Your instructions about waterproof materials have been followed (1) ……………. A letter enclosing specimens of our makes is (2) ……………. to your head office. We hope you will forward this to your agents in Genoa (3) ....... It will be (4) ………… to ensure that no hooks are used when unloading at the port of Copenhagen. We have tried to ensure that no damage is caused to your merchandise (5) …………….. Your agent should ensure that no damage is caused (6) …………… I trust that these packing details are suitable. If not, please let us know, and we will help in any way we can. PACKING AND MARKING 376. A special crate with a reinforced bottom will be needed for transport. 377. Each article / item has been wrapped separately in soft material. 378. Please wrap each piece individually in thick paper and pack them in cartons / cardboard boxes. 379. All boxes are to be numbered consecutively from No 10 upward. 380. Kindly write ‘gross’ and ‘net’ weight on each box.

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12. INSURANCE Insurance is a promise of compensation for specific potential future losses in exchange for a periodic payment. Insurance is designed to protect the financial well-being of an individual, company or other entity in the case of unexpected loss. Some forms of insurance are required by law, while others are optional. Agreeing to the terms of an insurance policy creates a contract between the insured and the insurer. In exchange for payments from the insured (called premiums), the insurer agrees to pay the policy holder a sum of money upon the occurrence of a specific event. In most cases, the policy holder pays part of the loss (called the deductible), and the insurer pays the rest. Examples include car insurance, health insurance, disability insurance, life insurance, and business insurance. 66. Using the words in the box, fill in the blanks in the following definitions. Act of God assurance claim cover damaged disclose guarantee indemnity insurance insurer’s policy premium 1. An underwriter is someone who agrees to accept a part or all of the risk of providing ………………. cover. 2. A group of rich people at Lloyd’s who provide the money that an underwriter uses to ………………. insurance ……………….. is known as a syndicate. 3. You cannot insure something unless you would lose financially if it were ……………… or lost. This is called having an insurable interest. 4. The contract between the insured and the insurer is called a …………………. 5. If you want insurance, you must ………………. anything that might affect the ………………. willingness to accept your proposal. This makes the contract one of ‘utmost good faith’. 6. The money the insured pays as a lump sum or regular payment to the insurance company for cover is called a ………………… 7. A …………….. is a demand for payment for a loss under the terms of an insurance policy. 8. ……………………. is compensation for loss or damage. 9. Insurance that a company agrees to pay on someone’s death: ………………… 10. An unexpected event that prevents people from doing what they officially promised or agreed to do. Such events, usually including war, strikes, and natural disasters, may allow the agreement or contract to be ended or changed: ……………………. 67. Insert the correct words in the appropriate spaces below: against cover surveyors against all risks general average total declaration jettison underwriters claim premium with average Insurance can protect, or (1) ……….. goods from warehouse to warehouse. In International Trade, marine insurance is compulsory, and the Certificate of Insurance must be given to the bank before they issue credit. In marine insurance the word 'average' means loss, or damage. If you insure (2) …………… you insure against the loss of part of the cargo, but if you insure f.p.a., you insure only against (3) …………. loss. The usual policy insures the cargo (4) ……….. Different interests pay insurance for the ship, the cargo, and the freight. When they agree to pay for an extraordinary risk in common it is called (5) …………….. Examples of these risks include (6) …………., the use of a tug, and sheltering in a port of refuge. Lloyd's (7) …………. are the

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people who usually inspect damage. They calculate how much the insurance (8) …………… should pay to the insured. The (9) …………… paid to the underwriters depends on the value of the cargo, and the number of risks insured (10) ………… The usual method of insuring cargo is to have a 'floating' policy, or sometimes to have an arrangement called 'open cover', and to make a (11) ................... each time a Certificate of Insurance for one shipment is needed. When loss or damage occurs, the insured must make a (12) .................... for compensation. 68. Put the following verbs into the infinitive form or the gerund. 1. The headmaster suggested (get) …………………………… Personal Accident Insurance for the students who were planning (go) ………………………… on a school skiing holiday. 2. It’s well worth (get) ………………………. comprehensively insured so that you don’t risk (lose) …………………………… a great deal of money. 3. The company were not able (afford) ………………………… the high premiums, so they decided (ask) ………………………. another company for a quote. 4. Our insurers seemed (want) …………………….. (avoid) ………………………… (pay) …………………………… the claim until the last possible moment. 5. The insurance company offered (pay) ……………………… ₤6,300 of the claim for the damage caused by the fire and advised the company (have) ………………….. the building rewired. 6. Westway Insurance refused (meet) …………………………….. the claim for the damage caused by the burst pipe, and said the claimant had failed (read) …………………………. the policy properly. 7. We would like (arrange) …………………………. an all risk open cover policy for our chinaware shipments which we intend (export) …………………………. over the next three months. 8. I enclose the claim which you asked us (send) ……………………………, and I look forward to (hear) ………………………….. from you. 69. Match the sentences in section A with meaning in section B. A 1. I regret to say that you did not renew the policy in time. 2. I regret saying that you did not renew the policy in time. 3. The underwriters remembered paying Mr Goodman for the damaged consignments. 4. The underwriters remembered to pay Mr Goodman for the damaged consignments. 5. The vessel stopped unloading the containers after the accident. 6. The vessel stopped to unload the containers after the accident. B a The underwriters knew that they had paid Mr Goodman. b There was an accident, so they decided to unload the containers. c I’m sorry I accused you of forgetting to renew the policy. d There was an accident, so they didn’t unload any more containers. e I’m afraid to say that you were responsible for forgetting to renew the policy. f Mr Goodman did not have to remind the underwriters to pay. 70. Complete the following sentences wit the missing words. 1. An i…………………………. company indemnifies clients against loss.

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2. Underwriters at Lloyds work in groups called s………………………….. 3. An insurance p…………………………. is a contract taken out to protect someone against risks. 4. A client is i………………………… against loss of damage when he has an insurance policy. 5. A p…………………………….. is the amount of money paid to an insurance company for cover. 6. L……………………………. list is a daily newspaper about shipping movements and cargo markets. 7. A p…………………………. form is completed by a firm or person who wants cover. 8. A c………………………….. form is sent to an insurance company after a client has suffered a loss. 9. Under f…………………….. bonds, companies can insure themselves against dishonest employees. 71. Read the following letter and choose the best words from the options in brackets.

HUMBOLT EXPORTERS LTD Baker Street – Southampton SO9 4XY

International Insurance PLC 15 December 2010 153 Western Road Brighton Sussex Dear Sir, We are a (1) (grand / large / wide) export company (2) (dealing / coping / managing) with merchandise (3) (who / which / what) we ship (4) (in / to / towards) Europe and North America. We (5) (want / would like / request) to know if you can (6) (suggest / supply / give) us with a quotation for a comprehensive policy, (7) (assuring / protecting / covering) our warehouse at Dock Road, Southampton. The policy would (8) (consist / contain / include) fire, flood, theft, burglary, and the usual contingencies affecting this (9) (form / kind / variety) of enterprise. At any one time, there may be about ₤250,000 in stock on the (10) (premises / grounds / floors). If you can offer us (11) (competing / competition / competitive) rates, we will (12) (think /

imagine / consider) further policies with you on our other interests. We look forward to hearing from you (13) (soon / presently / immediately). Yours faithfully Peter Simpson Company Secretary

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72. Read the following letter to an insurance broker enquiring about marine insurance policies, and fill in the blanks with the correct prepositions. UK Engineering PLC Oxford Street Liverpool L2 2ER Williams and Smith 16 December 2010 Insurance Brokers 63 Baker Street Manchester M5 6LD Dear Sir / Madam, We are a large engineering company exporting machine parts worldwide, and we have set up contracts (1) ….. Middle Eastern customers (2) …… the next two years. As these parts are similar (3) …… nature and are going (4) …… the same destination over this period, we thought it might be less expensive if we insured them, (5) ……. an all risk basis, (6) ……. a time. We would appreciate it if you could give us any information (7) ……. This type (8) …… cover and how it operates. Yours faithfully Jack Turner Shipping Manager 73. Complete the following sentences by joining up the two parts. 1 I’d be grateful if you could send them a reply to ….. 2 The main advantage of ….. 3 Everyone in the bank received an invitation to ….. 4 I am writing to you with reference to ….. 5 The insurance company paid for the damage to ….. 6 He was criticized by the manager for ….. 7 The union leaders wanted to hear about the reasons for ….. 8 The price of computers has gone up recently because of a shortage of ….. 9 I am enclosing a cheque for ….. 10 The Personnel Manager submitted the report on ….. a) relocating an office is that overheads can be reduced. b) the closure of the factory. c) your phone call this morning. d) silicon chips. e) the office Christmas party.

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f) the stock in the fire. g) child care facilities in the company. h) the work you have completed. i) the invitation they sent. j) his unhelpful attitude towards the customers. 74. Complete the following sentences about an internal transfer with the correct prepositions. 1 Ann has applied …… a vacancy in the Publicity Department. 2 In her last job, she looked ……. orders and phone enquiries. 3. Now she is looking ….. something that is a bit more challenging. 4. She heard ….. the vacancy from a friend in the department. 5. She is a reliable worker who can be depended ….. to do a good job. 6 Could you let me know what you think …. her? 7 I would like to talk ….. you about her application. 8 I think we should write ….. her soon and tell her what we have decided. 75. Change the following sentences into a more acceptable form for business letters. 1 I can’t come to the reception because I’ll be on holiday next week. I regret that ….. 2 It’s such a shame that your brother is dead. I’m really sorry. I was ….. 3 So you’ve been elected Chairman of the company! Well done! I would like ….. 4 Mr Smith wants to drop in and see you next week about a contract, OK? Mr Smith would …… 5 I can’t see you next Friday for our appointment after all. I am sorry to tell ….. 6 Can you come to our Sales Conference on 16 December? We would like ….. 7 Thanks for helping me when I was in Hamburg last week. I would ….. 8 It’ll be good to see you on Friday. I look ….. 76. Read the following invitation from the German Chamber of Commerce and the reply to it, and then choose the best words from the options in brackets. Dear Mr Schmidt, We (1) (wish / wan t/ would like) to invite you to our annual dinner on 15 February and (2) (wonder /ask / demanded) if you would consider being one of our guest (3) (announcers /

speakers / talkers). The theme we are promoting this year is the Euro, the single European currency, and we would (4) (admire / like / appreciate) a contribution from your field of manufacturing how this would (5) (afflict / affect / alter) you and your colleagues’ enterprises. Please (6) (let / leave / make) us know as soon as possible if you are able to (7) (arrive / attend / assist).

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(8) (Inside / Enclosed / Within) you will find a formal invitation (9) (to / of / for) yourself and a guest. Yours sincerely Peter Hoffman Chairman Dear Mr Hoffman, Thank you for your letter and invitation of 13 January (10) (requesting / asking / inviting) Mr Schmidt to your annual dinner. He will be (11) (content / overjoyed / pleased) to attend and speak about the effects that parity of currencies will have on the costs of (12) (crude / raw / first) materials for our industry. He (13) (expects / awaits/ forecasts) the talk to last about half an hour. I will send you a transcript next week, and Mr Schmidt would (14) (enjoy / greet / welcome) any comments or suggestions you care to (15) (have / propose/make). He looks forward to seeing you on February 15 at the (16) (event / occasion / function). Yours sincerely, Barbara Schroeder (Mrs) p.p. Gunther Schmidt Chairman INSURANCE 381. Insurance is to be covered by us. 382. Please, cover us for the goods detailed below. 383. The cargo is to be covered against fire. 384. Please, renew our Floating Policy No … on the same terms as before. 385. We will charge a premium to the consignees. 386. As you propose to ship regularly, we offer you a rate of …% for a total cover of … 387. The consignment was delivered in an unsatisfactory condition. 388. Our cargo was damaged by sea water. 389. We found on unpacking a number of broken items. 390. Unless we hear from you to the contrary, we will arrange this. 391. We expect to be paid compensation shortly. 392. We are prepared to offer you a total of $ … in full compensation under your policy. 77. Complete the following using either the Present Perfect Continuous or the Simple Past. Our organisation (export) …………………… precision tools to the Middle East for over twenty years. We (open) ……………….. our first office in Iraq in the early 1960s and it (remain) ………............. open for five years until we (move) …………….. our headquarters to Jordan. In

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the last few months we (negotiate) ………………….. a contract with Saudi Arabia, which we hope will be signed soon. Since the beginning of this year, the department store (lose) ………………… over ₤3,000 per month due to theft, and last month this (rise) …………….. to ₤6,500. We believe that a gang of shoplifters (operate) …………………. in the building for the last few weeks, and that this may account for the losses that (occur) …………………. in June. Over the last few days we (have) …………….. discussions with our security consultants who will produce a report shortly. Trading in the market (be) …………… slack for the two months of the year, as investors (feel) ………………… worried by the uncertain political climate, and interest rates (remain) ………………… high. However in the last few weeks, interest rates (fall) …………….. gradually and look as if they will continue to do so. Investors (return) ………………. To the market slowly and volumes (increase) ……………… 78. Choose the best words from the options in brackets.

NATIONAL STORES PLC 15 Oxford Street LONDON W1B 3MC

To: All Staff From: Personnel Officer Date: 15 February 2009 Subject: Staff discounts We intend to introduce a staff discount (1) (project / scheme / proposal) on February 15 for everyone working for the company. The discount will be fifteen per cent (2) (minus / less / off) the retail price of any (3) (objects /

pieces / items) in the store. When purchases are (4) (made / done / bought), staff must (5) (keep / guard / save) receipts of anything they have bought until after exit security (6) (checks / controls / searches) have been made. It would also be (7) (essential / important / advisable) for staff to keep receipts for three months after purchase to (8) (demonstrate / test / prove) when and where the item was brought. If you have any (9) (questions / misunderstandings / enquiries) see your manager or supervisor who will be able to help you. 13. ESTABLISHING BUSINESS CONTACTS 393. We have the pleasure of inviting you to dinner on … 394. We are grateful to have received an invitation to attend the … 395. Thank you very much for your repeated invitation to visit … 396. We are delighted to hear that you are planning a visit to Hungary. 397. Our secretary can meet you at the airport and take you to the hotel. 398. I do appreciate your kind interest in my trip. 399. I expect to arrive at … by …

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400. I would like to hire a self-drive car for 10 days. 401. Please, let us know whether you can accommodate 12 people in 6 double rooms from … to … 402. Please, send us some copies of your latest hotel brochures. 403. Would you, please, book a return ticket on the flight from … to … for … and back for … 404. I would be very grateful if you could spare me a few minutes. 405. I would like to have the opportunity of a personal meeting. 406. I was wondering if we could arrange a meeting to discuss … 407. I will get in touch with you as soon as possible. 408. I would very much like to talk over matters of our cooperation with you. 409. If the time of the visit does not suit you, please suggest a more convenient date. 410. Unfortunately I will not be able to keep the appointment. 411. We would be obliged if you could arrange for him to inspect the factory. 412. Could you introduce him to some of your associates? 413. We are very grateful for all the visits you arranged. 414. Thank you for your cooperation and assistance during my stay. 415. We are greatly indebted to you. 416. I hope these talks will lead to the extension of our relations. 417. We would be glad to reciprocate your hospitality. 418. If this is not convenient / suitable for you… 419. If this does not suit you… 420. I would be pleased to… 421. I would be grateful for … 422. Could you kindly reply…? 423. Let me know whether … 424. Tell me if that is OK with you. 425. Please do not hesitate to contact us should you have any further queries. 426. We look forward to hearing from you. 427. I am looking forward to seeing you. 428. I can’t wait to see you. 429. I would like to confirm that I will be available to see you. 430. I would like to confirm our meeting / appointment. 431. This is to confirm the appointment we made on … 432. Monday at 4 is fine by/ with me. 433. That sounds an excellent idea. 434. I regret to inform you that … 435. I am unavailable on that day; I suggest we postpone the meeting to the following week. 436. Unfortunately I will be abroad for two weeks; may I suggest I get in touch with you on my return to arrange another appointment? 437. I apologise for the inconvenience. 438. Sorry, but I am busy on that day. How about the week after? 439. I’m afraid I can’t make it then. How about…? 440. I am afraid I will not be able to keep the appointment I made for Friday 10th of September, owing to … 441. I’m afraid I won’t be able to come, as I have something else on. 442. Sorry, but I will have to cancel lunch on Friday as I have an important meeting. 443. I would like to thank you for your hospitality. 444. Please accept our warmest thanks for … 445. I am most grateful to you for all your help and hospitality during my stay in New York.

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446. The Chairman and Directors have pleasure in inviting you to attend the company party to be held at …. Hotel on Saturday, 10th October, at 8 o’clock. 447. We are planning a small dinner party on … I hope you will be able to come. 448. We would be very pleased if you could have dinner with us on Friday evening. 449. Let me know which day would suit you best. 450. We do hope you can come. 451. We are looking forward to seeing you. 452. I should like to extend an invitation to you to have dinner with our company staff on Friday 11th December. 453. You are invited to attend a cocktail party after the conference. 454. Thank you for your kind invitation to the conference which I have much pleasure in accepting. 455. Thanks a lot for the invitation. 456. Many thanks for the invitation to lunch. 457. I would love to come. 458. I would be delighted to join you on Friday. 459. I am afraid I won’t be able to make it on Friday as I already have something on. 460. I am writing to send you my warmest congratulations on your recent promotion to … (position). 461. We are pleased to hear of your appointment to the presidency of the company, and wish you every success. 462. Please accept our heartiest congratulations. 463. I was sorry to hear that you have been taken ill. I trust that it is nothing serious. In the meantime, please accept my very best wishes for a complete and speedy recovery. 464. I trust you are feeling better, and send you my best wishes for a speedy recovery. 465. We are glad to hear that you are making good progress. 466. Mr X thanks the directors of Y company for their kind invitation. 467. The dinner will be held on the occasion of the 50th anniversary of the foundation of the company. 468. We would like to offer our congratulations on your being appointed. 469. Please, express my deepest sympathy to the family. 470. We look forward to your visit. Guided Compositions 13/1. Write an e-mail to a colleague from another country who is coming to visit your office. Give some good / bad news about some aspect of the trip. Ask him to bring something with him. Offer help while he is in your country. 13/2. Write to a business contact to arrange a meeting. Ideas: what is your company’s business? What is the meeting about? It could be a working dinner instead of a business meeting; what day, time and place will you suggest? Directions for how they will get to the meeting; ask them to tell you about possible agenda items. 13/3. Write a reply to an e-mail in which you were invited to a business meeting. Thank for them for their e-mail. Agree that the meeting is important. Say that the time is not good for you and suggest an alternative. Say that you will call them to finalise the arrangements.

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14. HOTEL BOOKING / CAR RENTAL / FLIGHT TICKET BOOKING / EVENING PROGRAMME / 471. I would like to book a single / double room. 472. I would be interested in booking … 473. I am writing to you in order to … 474. I am looking for a suitable hotel near the airport. 475. I would like to reserve the luxury / presidential suite. 476. We have booked a table for three. 477. Have you reserved seats for the theatre? 478. I would like to book two seats on the next flight to London. 479. I require … 480. I would be grateful for … 481. I would be grateful if you could confirm… 482. I would be obliged if you could confirm this reservation. 483. I would appreciate information about your prices. 484. Please send us your price list. 485. Should you have no vacancies… 486. If you have no vacancies… 487. Should you have no accommodation available… 488. With reference to your enquiry of … 489. We are writing to confirm your telephone call this morning in which you requested us to book two business class seats on the next flight to New York. Enclosed are the tickets and invoice. 490. This is to confirm our telephone conversation of … in which I booked a double room for three nights in the name of Mr. … 491. We are writing to confirm availability of an estate car for the period 2nd-9th August. 492. We are pleased to confirm your holiday reservation of a holiday villa from 1st July – 10th July. 593. We regret to inform you that we are fully booked throughout the month of August. 594. Unfortunately there are no seats left for Saturday evening’s performance of ‘Romeo and Juliet’. 595. May I suggest you contact the Holiday Inn who may be able to offer you suitable accommodation for the period you require? 596. We can, however, offer you two seats for the matinee on Sunday. Guided Compositions 14/1. Write an e-mail to a hotel asking for more information. Ask about their prices. Tell them the dates you want. Tell them the kind of room. Ask about other facilities you need. 14/2. Write an e-mail to a car rental agency. Ask about the types of cars available and their rates.

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KEY TO EXERCISES Exercise 1 1. layout 2. indented 3. discount 4. enclosed 5. appreciate 6. regret 7. outstanding 8. compensation 9. settle 10. remittance 11. reluctant 12. object 13. adjusted 14. inconvenience 15. reference 16. confirmation 17. substantial 18. heading 19. confidential 20. debts Exercise 2 1. Although she wasn’t very rich, she gave money to a beggar. 2. He left early so that he would arrive on time. 3. You can go out tonight provided you tell us where you are going. 4. Even if I earned a big salary I wouldn’t buy a car. 5. Take a sandwich in case there’s no restaurant. 6. Despite the noise, he managed to sleep. 7. Sue likes opera whereas Joe prefers jazz. 8. Even though the weather was bad they enjoyed the trip. 9. In spite of having flu he went to work. 10. Unless you put the alarm on it won’t work. 11. Although she is handicapped, he took part in the marathon. 12. Though he smoked, drank, and never took exercise, he lived to be 90. 13. John felt sick but he went to work. 14. Thousands of pupils are leaving school however there are no jobs for them. Exercise 3 1c 2g 3b 4h 5d 6f 7a 8e Exercise 4 1. enquire 2. require 3. arrange 4. inform 5. convenient 6. contact

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7. sorry 8. put off 9. need 10. ask 11. set up 12. get in touch Exercise 5 1d 2c 3e 4b 5a Exercise 6 1B,C 2A,D 3B,D 4A,B 5A,C 6B,C 7C,D 8B,C 9A,B 10A,D Exercise 7 a) is, exports b) is having c) is improving, are finding d) start, go e) is meeting, (is) doing f) need, are negotiating g) am writing h) am trying, I’m not having, Does he still have Exercise 8 Dear Sir/Madam, We saw a large selection of your products at the Frankfurt Fair, which was held last June, and may be interested in retailing them through our outlets in Germany We are particularly interested in your industrial ware, including overalls, boots, helmets, gloves, and fire-proof jackets. Could you send us your latest catalogue and price-list, quoting c.i.f. terms to Hamburg? We can assure you that if your prices and discounts are competitive, we will place regular orders. We look forward to hearing from you soon. Yours faithfully, Chief Buyer T. Williams Exercise 9 1. note 2. are building 3. am writing 4. provide 5. starts 6. supply 7. are offering 8. know 9. look

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Exercise 10 1C, 2A, 3C, 4C, 5D, 6D, 7D, 8A, 9D, 10D, 11D, 12D, 13B, 14B, 15B Exercise 11 1. noncontributory 2. public 3. reference 4. permanent 5. fringe 6. applicant 7. annum 8. annual 9. duties 10. employment 11. vacancy 12. applicants 13. interviewer 14. contract 15. colleagues 16. Curriculum Vitae Exercise 12 1. fluent 2. applicant 3. experience 4. advantage 5. includes 6. acting 7. duties 8. application form 9. reference Exercise 13 1. to, on, in, for 2. as 3. for, in 4. as 5. on, in 6. to, from 7. of, at 8. at, of 9. for, in 10. in 11. for 12. as Exercise 14 1. keen 2. sample 3. quality, promise

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4. guarantee, delivery, marketing 5. requirements, discount Exercise 16 1. 0 2. the 3. The 4. the 5. the 6. the 7. a 8. a 9. the 10. the 11. 0 12. 0 13. 0 14. the 15. a 16. 0 17. the 18. a 19. the Exercise 17 a4 b2 c5 d6 e3 f1 Exercise 18 1. subsidiary 2. customer 3. showroom 4. catalogue 5. estimate 6. tender 7. wholesaler Exercise 19 1. at 2. of 3. in 4. in 5. from 6. for 7. to 8. by 9. of / about 10. for 11. in 12. with

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Exercise 20 1. enquiry 2. products 3. trade 4. label 5. outlets 6. catalogue 7. samples 8. c.i.f. 9. quantity 10. bill 11. wide Exercise 21 a) going b) to say, to delay c) asking d) to make e) enclosing f) retailing, receiving g) promoting, to launch Exercise 22 1. by 2. of 3. at 4. in 5. in 6. of 7. in 8. of 9. for 10. of 11. in 12. to Exercise 23 a) Inquiry 2 b) Reply 2 c) Inquiry 5 d) Inquiry 4 e) Reply 1 f) Reply 3 g) Inquiry 3 h) Inquiry 1 i) Reply 5 j) Reply 4 Exercise 24 1c 2a 3e 4b 5d

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6b 7e 8d 9c 10a Exercise 25 1. attached, delay 2. would, grateful 3. first-time, pre-payment 4. discount, repeat 5. dispatched, firm 6. assure, prompt 7. accept, quotation 8. processed, track 9. note, records 10. temporarily, stock 11. apologize, inconvenience 12. correct, amend Exercise 26 1d 2g 3e 4a 5c 6h 7b 8f Exercise 27 1. an order 2. an offer 3. an agreement 4. a compromise Exercise 28 E-mail 1 1 list 2 units 3 order 4 discounts 5 size 6 prepared 7 credits 8 terms 9 guarantee 10 latest 11 reach 12 well-known E-mail 2 13 relation 14 regard / reference 15 first-time 16 compromise 17 control 18 procedure 19 full / further 20 stock 21 place

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22 fill 23 team 24 deal Exercise 29 1 cabled 2 brief 3 prospective 4 identify 5 counter-offer 6 appreciated 7 abrupt 8 further 9 substantial Exercise 30 1 in response to 2 in touch with 3 at your expense 4 at your risk 5 in your favour 6 of assistance 7 in full Exercise 31 1 consignment 2 wrapped 3 packed 4 crates 5 depot 6 alternative 7 delivery 8 settle 9 hand over 10 transaction Exercise 32 1 If there is any delay, we will inform you at once. 2 Unless the consignment arrives by the end of the week, we will have to cancel the order. 3 We will be able to give a discount if you order more than 20,000 units. 4 Unless the items are wrapped with extreme care, many of them will get broken. 5 If the colours we specified are not in stock, we will accept an alternative. 6 We will send the consignment by road if the railways are on strike. 7 If this transaction is successful, we will place further orders with you. Exercise 33 1 place 2 cancel 3 deliver 4 dispatched

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5 confirm 6 shipped 7 refuse 8 made up Exercise 34 1 received 2 were damaged 3 unpacked 4 found 5 was torn 6 showed 7 have not arrived 8 have not had 9 have informed 10 have contacted Exercise 35 1 connection, attitude 2 matter, inconvenience 3 delivered, urgently 4 purchased, standard 5 attention, problem 6 appreciate, replaced 7 terms, treatment 8 entitled, replacement 9 dissatisfaction, received 10 unless, cancel 11 complain, quality 12 refund, further Exercise 36 E-mail 1 1 on behalf of 2 unprofessional conduct 3 Please accept my sincere apologies for 4 You have my assurance that 5 resolve the matter to your satisfaction 6 We will 7 To compensate for the inconvenience caused 8 regarding the incident 9 If you have any further queries 10 do not hesitate to contact me E-mail 2 11 for 12 unfortunate behaviour 13 I’m really sorry for 14 You can be sure that 15 sort out the problem

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16 I’ll 17 As a friendly gesture 18 about what happened 19 If there’s anything else 20 please call Exercise 37 1g 2j 3f 4i 5b 6a 7c 8h 9d 10e Exercise 38 1 didn’t have, have already received 2 have had, lost, have not found 3 have looked, was 4 received, ordered 5 was, have now put 6 have recently found, manufactured 7 received, have credited 8 has informed, have not yet received, sent 9 have not had, made 10 have lost, started Exercise 39 1b 2i 3j 4a 5d 6e 7g 8f 9c 10h Exercise 40 1 concerning 2 placed 3 apologize 4 shortage 5 taken on 6 reach 7 care 8 consignment 9 according 10 prevent Exercise 41 1 to cash 2 giving 3 explaining 4 to ask 5 to find out 6 to recover 7 to settle Exercise 42 1b 2a 3b 4c 5a 6c 7a Exercise 43 1 have been trading

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2 have been cleared 3 began 4 had been established 5 would be settled 6 has passed 7 place 8 may be approached Exercise 44 1 have been settled up to now by letter of credit. 2 can only be granted if a customer can satisfy a number of requirements. 3 will be made against monthly statements. 4 products are priced competitively. 5 invoice will be included on your next statement. 6 of our letter of credit have been credited to your account. 7 has had to be reminded several times to settle their account. 8 action has ever been taken against this firm. 9 investigation into Falcon Retailers has now been completed. 10 action was brought against the firm by LDM Ltd in 2005. 11 can be relied on to settle their accounts promptly? Exercise 45 1 promptly 2 sufficient, elapsed, settle 3 request 4 confidential 5 overdue 6 inform, acceptable 7 competitive Exercise 46 1 credit-worthiness 2 customer 3 limit 4 balances 5 due 6 statements 7 information 8 confidence Exercise 47 1 acting 2 inform 3 opened 4 valid 5 charges 6 documents 7 draw 8 settle

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Exercise 48 1 completing 2 payable 3 insurance 4 overdraft 5 receipt 6 confirmation 7 reference 8 arrangement 9 signature 10 expansion Exercise 49 He admitted that his company had had difficulties recently, but he would like to expand his fleet of lorries, by buying a further two second-hand vehicles, and has requested an extension on his loan to cover the investment. I informed Mr. Bailey that we would have to refuse an extension on his existing loan, but that we may be able to offer a bridging loan. He would need around £30,000 to purchase the lorries, but he is confident that the extra revenue generated by a bigger fleet would enable him to repay us within a year. He is able only to offer the lorries themselves as security for the loan. Exercise 50 1 do 2 do 3 made 4 makes 5 made 6 do 7 do 8 make 9 do 10 made 11 did 12 did 13 made 14 made 15 doing 16 make 17 do Exercise 51 1 stockbroker 2 Confirming 3 sole agent 4 commission 5 principal 6 factoring 7 net 8 commodity

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9 del credere 10 own account 11 market 12 on consignment Exercise 52 1 make ….. up 2 make … out 3 do without 4 taken over 5 back ….. up 6 turn down 7 take on 8 work out 9 fill in 10 cut off Exercise 53 1 said 2 approval 3 sole 4 settle 5 trial 6 extend 7 offer 8 cost 9 researchers 10 current Exercise 54 1 recommendation 2 manufacturers 3 terms 4 principals 5 freight 6 factory 7 rates 8 documentation 9 commission 10 del credere 11 offer 12 brochure Exercise 55 1 when 2 unless 3 in case 4 unless 5 when 6 If

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7 when Exercise 56 1 had been insured, the firm would have received compensation. 2 hadn’t been on strike, the shipment wouldn’t have arrived late. 3 have arrived late if the company had sent the shipment by rail. 4 had been perishable, they wouldn’t have been sent by rail. 5 have received compensation if the carriers had been negligent. 6 had used our normal forwarding agents, these problems wouldn’t have arisen. 7 and tapes had been packed properly, they wouldn’t have been damaged. Exercise 57 1 clearing agent 2 perishable goods 3 dirty 4 waybill 5 negligence 6 consignee 7 fragile 8 container vessels 9 bill of lading 10 freight account 11 crates 12 Baltic Exchange 13 certificate of origin 14 dock receipt Exercise 58 1 I wish to draw your attention to my two previous emails. 2 There is an overdue payment on your account. 3 We are concerned that the matter has not yet received your attention. 4 This situation cannot be allowed to continue. 5 We must urge you to take immediate action to settle your account. 6 We have still not received payment for the outstanding sum. 7 We shall have no alternative but to take legal action to recover the money. 8 We would appreciate your cooperation in resolving this matter. Exercise 59 First reminder: email 3 Second reminder: email 4 Third reminder: email 2 Final demand: email 1 Exercise 60 1 concerning payment 2 should have been cleared 3 to settle your account 4 have still not received 5 the outstanding sum 6 further delay

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7 now two months overdue 8 forward the payment 9 shall have no alternative Exercise 61 1 d 2 c 3 i 4 e 5 j 6 h 7 f 8 b 9 k 10 l 11 a 12 m 13 g Exercise 62 1 depends 2 consignment 3 door-to-door service 4 terminals 5 fastest 6 document of title 7 consignee 8 carry 9 chartered 10 shipbrokers 11 containers 12 space 13 unload Exercise 63 1 above 2 full 3 schedules 4 reach 5 documentation 6 suggest 7 on 8 handed 9 depot 10 charged 11 responsibilities 12 basis 13 if Exercise 64

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1 containers 2 forwarding 3 on board 4 fire-proof 5 water-proof 6 stencil 7 fragile 8 inflammable 9 open this end 10 weight 11 dimensions 12 country of origin 13 discharge 14 lining Exercise 65 1 to the letter 2 on the way 3 in due course 4 in our own interest 5 in transit 6 on arrival Exercise 66 1. insurance 2. guarantee, cover 3. damaged 4. policy 5. disclose, insurer’s 6. premium 7. claim 8. indemnity 9. assurance 10. Act of God Exercise 67 1 cover 2 general average 3 total 4 against all risks 5 with average 6 jettison 7 surveyors 8 underwriters 9 premium 10 against 11 declaration 12 claim Exercise 68

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1 getting, to go 2 getting, losing 3 to afford, to ask 4 to want, to avoid, paying 5 to pay, to have 6 to meet, to read 7 to arrange, to export / exporting 8 to send, hearing Exercise 69 1e 2c 3a 4f 5d 6b Exercise 70 1 insurance 2 syndicates 3 policy 4 insured 5 premium 6 Lloyd’s 7 proposal 8 claims 9 fidelity Exercise 71 1 large 2 dealing 3 which 4 to 5 would like 6 supply 7 covering 8 include 9 kind 10 premises 11 competitive 12 consider 13 soon Exercise 72 1 with 2 for 3 in 4 to 5 on 6 under 7 on 8 of Exercise 73 1i 2a 3e 4c 5f 6j 7b 8d 9h 10g

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Exercise 74 1 for 2 after 3 for 4 about / of 5 on 6 of 7 to 8 to Exercise 75 1 I shall be unable to attend the reception next week due to my holiday commitments. 2 most sorry to hear that your brother has died. 3 to congratulate you on your election as Chairman of the company. 4 like to arrange a meeting next week, in order to discuss a contract. 5 you that I will be unable to attend our appointment on Friday, after all. 6 to know if you will be able to attend our Sales Conference on 16 December? 7 to thank you for your help when I was in Hamburg last week. 8 forward to seeing you on Friday. Exercise 76 1 would like 2 wondered 3 speakers 4 like 5 affect 6 let 7 attend 8 Enclosed 9 for 10 inviting 11 pleased 12 raw 13 expects 14 welcome 15 make 16 function Exercise 77 1 has been exporting 2 opened 3 remained 4 moved 5 have been negotiating 6 has been losing 7 rose 8 has been operating 9 occurred 10 has been having

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11 was 12 felt 13 remained 14 have been falling 15 have been returning 16 have been increasing Exercise 78 1 scheme 2 off 3 items 4 made 5 keep 6 checks 7 advisable 8 prove 9 questions

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Bibliography Armitage-Amato, R. – Baker, C. E. – Rout, A. : Praktikus Irodai kommunikáció, ANGOL, Klett KIadó, Budapest, 2009. Ashley, A. :A Correspondence Workbook, Oxford University Press, 1998. Ashley, A. :A Handbook of Commercial Correspondence, Oxford University Press, 1999. Bajnóczi, B. – Haavisto, K. : Üzleti e-mail angol nyelven, Maxim Könyvkiadó, Szeged, 2010. Emmerson, P. :Email English, MacMillan, 2006. MacKenzie, I.: Financial English, Global ELT, 2002. Némethné Hock Ildikó: Angol levelezés, Lexika Tankönyvkiadó, Székesfehérvár, 1996. Radványi , T. – Görgényi, I. : English for Business and Finance, Közgazdasági és Jogi Könyvkiadó, Budapest, 1996. Szabó Zoltánné: Language for Business Studies, Volume 2, Külkereskedelmi Főiskola, Budapest, 1997. Vándorné Murvai, Márta: Angol nyelvű külkereskedelmi és gazdasági ismeretek, KOTK, Budapest, 1997.