【Task Description】任务描述
After thesix-month probation period, Wang Tao has already mastered a basic understandingabout company products and the clients. One day, Mr. Nasser, the marketingdirector of Abdul Trading Co.,Ltd. from Egypt, sends Wang Tao an email, inwhich he expresses strong interests in introducing refrigerator production lineand then producing refrigerator models from HEFEI Star Electronic IMP&EXPCO., LTD. However, at the same time, Mr. Nasser has some concerns. The firstconcern is about product quality and production capacity, as HEFEI Star ElectronicIMP&EXP CO., LTD is a subsidiary of HEFEI Star Electrical Appliance Co.,LTD, a newly founded home-appliance producer and is not as well-known as Greeor Midea. Secondly, Mr. Nasser is not sure about the feasibility of massproduction in his home country. He is not so sure if HEFEI Star could assist inthis process very well. At present, Wang Tao needs to publicize companyproducts and service to the clients, and stress the advantages of the companyin order to dispel the client’s concerns. He advises the client to place SKDorder of 3 refrigerator models and the assemble line so as to implement the SKDproduction in Egypt at the first stage.
【Knowledge Link】知识链接
“散件组装”，按照国际通行说法，简称KD（Knocked Down）。 一般而言，KD有三种形式：CKD、SKD、DKD。
CKD（Complete Knocked Down）为全散件组装。
SKD（Semi-Knocked Down)）为半散件组装，一部分总成是现成的。
DKD（Direct Knocked Down）为直接组装或成品组装。
在国际贸易中，特别是在国际汽车与家电贸易中，出口方把成品予以拆散，而以半成品或零部件的方式出口，再由进口厂商在所在国以自行装配方式完成整件成品并进行销售。采用此种方式对出口方来讲，除了可节省运费，利用进口国低廉劳动力外，还可享受某种比整车进口较低的进口关税，对进口国而言，有促进本国工业发展，并增加就业机会，占领本国市场的作用。
我国引进轿车等整车生产企业在开始阶段都曾采用这种方式。如上海桑塔纳轿车在生产初期国产化只有轮胎、收放机等，绝大部分总成、零部件以SKD方式进口，在上海大众组装成整车。随着中国工业经济体系的建立与完善，我国也开始向发展程度较低的国家出口SKD订单。不少国内知名空调制造商向海外以SKD形式出口空调时，会将空调底盘、压缩机、冷凝器等装配到机器上面，成为一个空调半成品。而其他的配管、阀体等零部件单独打包装箱，一起运送给客户。这样的出口形式，一般可为客户节省人工成本，客户可将SKD散件在当地（一般人力成本低于中国）进行装配。
SKD包装具体流程：
（1）统计产品信息；
（2）根据比较大的产品尺寸和集装箱尺寸先定出大包装箱的尺寸；
（3）根据剩余空间设计小产品的包装；
（4）对所有包装的设计进行整理/存档，验算集装箱的摆放；
（5）根据存档的文件进行批量生产包装。
报价针对部件进行，其他操作还是和常规出口一样，只是平时报价报的是成品，SKD订单下报的是部件，有些国家劳动力廉价，进口部件自己装配要比进口成品便宜。
【Task Underway 】任务进行
王涛向纳赛尔先生介绍出口埃及的SKD订单中三款产品的基本情况和计划在埃及投产的SKD冰箱生产线方案实施步骤。
Attn: Mr. Nasser
Date: July 18th, 2016
Dear Sirs,
Thank you forthe information. We have full confidence to meet your quality level. Now we canassure you by answering some questions that you have raised in previouscorrespondence.
Q1: What are the advantages of HEFEI Star ElectricalAppliance Co., LTD?
Although HEFEIStar was established in 2014, this electrical appliance company has carried outstrict quality control concept, fastly established the quality control system,improved quality, upgraded process and technology level, expanded productionbase and upgraded the production capacity. HEFEI Star has over 2,600 employeesat present, among whom 500 staffs have bachelor’s degree or above.There are eight technology R&D departments: three R&D Sections,Scientific & Research Management Department, Performance Support, ProcessEngineering, Industrial Design, and Testing Center. About 400 intellectuals areengaged in technology research and development, 45 of whom achieve expertlevel, and 120 are senior engineers. The new established HEFEI Star-SamsengGreenland Joint-Venture Co.,Ltd. is a strong support for design and developmentof leading-edge products.
Q2: What will be the price of the three models chosenby your side?
We can considergiving you a favorable price for the three models:
KDFR-450: USD 215.00
KDFR-430: USD 230.00
KDFR-335: USD 182.00
This is the bestprice we could offer, because we want to fully support your effort to enterthis industry.
Q3: Why the total price of the production line isdifferent from the previous price we gave you?
Generally, weonly charge a processing or assembling fee for working on the materials andcomponents provided. However, experience tells us that some of the componentsoften run short in the course of processing and assembling. Moreover, domesticlabor cost has gone up dramatically over the past year. Hence, the rechargingmachine at this time is USD 181.20 per set as compared to USD 133.40 one yearago; furthermore, there is the price for Commodity Inspection Line CirclingHouse, this item was not put on the equipment list during the negotiationbetween our two companies last time.
Q4: How do we control the product quality?
① We cancontrol our rate of substandard products under the 0.1‰.
② We have ourindividual QC managers, who are responsible for checking each item and overseeing the whole product process. Meanwhile, once westart SKD production in Egypt, we will invite local technicians to join in ourefforts in the process.
③ Color can becustomized.
Q5: Is it appropriate to adopt the HEFEI Startrademark?
All therefrigerators processed or assembled in Egypt shall bear your local trademark,unless you guarantee in case any disputes and claims arise in regard to quality,patent and other rights involved, they shall be settled by you.
We will alsofrom our side extend maximum support and cooperation to maintain a strong andleading position in the Egyptian Market with your brand.
As for the implementation of SKD productionin Egypt, I believe we should go in the following sequence.
| Phase | Description | Duration / Due Date |
| 1 | Trial SKD order Placing | July 1st - July 7th ,2016 |
| L/C opening for Trial order | July 1st - July 7th ,2016 | |
| Order placing for first SKD assemble station, aided by HEFEI Star | July 1st - July 7th ,2016 | |
| L/C opening for SKD KIT | July 1st - July 7th ,2016 | |
| Detailed BOQ for the production line | July 10th - July 15th, 2016. | |
| Order placing for production line | July 20th - July 31st, 2016 | |
| 2 | STAR brand use topic decision | August 1st - 7th 2016 |
| Discussion on technical assistance | August 15th -20th 2016 (China) | |
| 3 | Visit by Star management team | September 2016.(Egypt) |
| Production line delivery | October 2016 | |
| Production beginning | December 2016 |
Thanks again for your inquiry and your kind support.
Also pleaseextend my heartfelt thanks to all top management team from your company ontheir support of this project.
Any furtherquestions, please be free to inform us!
Best regards!
Wang Tao
【Communication Skills】沟通技巧
（1）向初次合作的海外客户推介生产线出口方案，首先要强调公司的雄厚实力与技术保障，使客户对于引进生产线、大规模本土化生产满怀信心。
（2）在介绍提出生产线方案时，应着重突出项目落地后可以给客户带来的经济效益，使客户对于加速项目的实施充满兴趣与期待。
（3）在推介生产线方案的时候，要具体谈及设备生产保障措施，包括设备保障、材料供应和生产质量把控等。
（4）关于在海外工厂加工组装的产品的商标使用问题应加以明确，以避免因质量、专利及其他有关权利引起争议和索赔。
（5）对于SKD订单出口及生产线实施方案，最好为客户列出项目具体实施时间表，体现我方的精心安排与周到服务，进一步赢得客户的信任。
【TaskExtension】任务扩展
Letter 1
Replying to the Client’s Request for TechnicalTraining
Dear Sirs,
We are very muchpleased to advise you that we have despatched by S.S. “Araby” to Port of Beirayour order of In-Circuit Test System, and trust that the shipment will prove tobe satisfactory to you. We have rich experience in dealing with selectivecustomers all across the globe.
As regardsinstallation and commissioning, we would like to inform you that Mr. Wu,regional manager of African Business Division, is now leading a team of 5people on a business tour to some East African countries. In this team thereare 2 ICT trainers from R&D center of HEFEI Star Electrical Appliance Co.Ltd, who will provide adequate training for end-users. They will be arriving atMozambique sometime next week.
In order topromote our sales and bring more profits, we appreciate your efforts to strivefor business. Considering our common interests, we welcome further commentsabout our product and your report on the market condition at your end.
Yours truly,
Wang Tao
Answering the Client’s Doubt on the Voice Icon ofthe Smart Phone
Dear Sirs,
Thanks for yourcontinuous support on our smart phones, and we are striving to improveourselves in terms of service, quality and design. In response to your querythat when activating Hope Star Series, the voice icon can not besearched, we are regretful to inform you that currently Hope Star Modelsupports English, French, Spanish, Portuguese and Arabic only. However, we planto include all the major tribal languages in Africa overtime. We are committedto launch Hope Star Voice Icon in African dialects at the right time toensure our customers receive the high-quality experience they have come toexpect from HEFEI Star.
We believe thateverything could be solved by communication. If you have any further questions,do not hesitate to contact us.
Yours faithfully,
Wang Tao
Letter 3
Settlement of Clients’ Complaint
Dear Sirs,
We have receivedyour letter of complaining about the noise on air humidifiers supplied to yourP1888. Thank you for bring this matter to our attention.
Now we arearranging to send 2,200 humidifiers to replace the unsold balance of 1,400. Theextra 800 units are provided to you for free replacement in case the customershave any further complaints.
Having conductedan emergency inspection on the production process, we found the noise has comefrom a certain screw that is defective in quality. We have already contactedthe supplier. We promise we will implement stricter control in raw materialpurchase and product manufacturing.
Thanks again foryour kind understanding. Hope this issue will not affect our furthercooperation.
Yours faithfully,
Liu Yan
Letter 4
Answering Business Partner’s Doubts on the Packingof Engines
Dear Sirs,
We thank you foryour letter of March 12th, informing us of your clients’ comments onour packing. We have discussed this issue with the competent department hereand wish to explain as follows.
These enginesare packed in crates filled with foam and bubble wrapping. Then they arestrapped onto pallets, so the heavy engines can easily be lifted by fork-lifttruck. With regard to your doubt whether the engines might be damaged in theprocess of hauling and get polluted, we can assure you that we have alreadythought over this problem in advance. Our engine experts have advised us toseal the oil pipes with specialized protective shields. Besides, we have askedmore skilled workers to pack the engines so that the products can be handledwith care and shipment can also be guaranteed.
We highly valueyour comments, which will help improve our work. If you find any defect in ourlast shipment, please do not hesitate to let us know. We assure you of ourcooperation and await your further orders.
Yours sincerely,
Hu Bingtao
【WritingQ&A】写作答疑
给客户提出专业意见的时候，应体现“围绕主题、目的明确；深入细致、周到具体；一事一策、简易明了”的要求。具体包括以下两个方面：
（1）针对性强烈，操作性突出。回复客户有关产品技术参数和售后支持的问题时，应详尽透彻。如果可能，最好有数据支持。
例如：As regardsinstallation and commissioning, we would like to inform you that Mr. Wu,regional manager of African Business Division, is now leading a team of 5people on a business tour to some East African countries. In this team thereare 2 ICT trainers from R&D center of HEFEI Star Electrical Appliance Co.Ltd, who will provide adequate training for end-users. （关于设备安装调试，特告知：我们的非洲区业务经理吴先生现在正带领一个5人团队在东非国家出差。团队中还包括从合肥思达电器公司研发中心特别邀请的2名ICT培训专家，他们将会为终端用户提供充分培训。）
这一小节信函回复了客户有关技术培训的事宜，列出了培训团队成员构成以及培训时间等详细情况。
（2）目的明确，确保发给客户的函电可以解决问题，维护客户关系。针对客户的投诉和抱怨，处理好定单和索赔问题，保证交货期和产品质量，进一步巩固和深化情感纽带。
例如：Now we are arranging to send 2,200 humidifiers to replace the unsoldbalance of 1,400. The extra 800 units are provided to you for free replacementin case the customers have any further complaints.（我们安排发出2 200台加湿器以替换未售出的1 400台。余下的800台免费提供给贵方，以便在客户投诉之时作免费替换之用。）
在此，卖方对于产品的品质问题做出了极其周到的安排以应对终端消费者可能提出的产品纠纷，彻底打消客户的疑虑。
由此可见，在为客户提供专业意见时，既要做到专业严谨，也要做到体贴周到，动之以情，晓之以理。
【Useful Expression】交流表达
1. All therefrigerators processed or assembled in Egypt shall bear your local trademark,unless you guarantee in case any disputes and claims arise in regard toquality, patent and other rights involved, they shall be settled by you.
所有在埃及加工或组装的冰箱都将使用贵方本地商标，除非贵方担保如有因涉及品质、专利和其他权益引起的争议与索赔，均由贵方解决。
2. Please extendmy heartfelt thanks to all top management team from your company on theirsupport of this project.
请代我向贵方最高管理团队就他们对该项目的支持表示衷心的感谢。
3. We are very much pleased toadvise you that we have despatched by S.S. “Araby” to Port of Beira your orderof In-Circuit Test System, and trust that the shipment will prove to besatisfactory to you.
我们十分高兴通知贵方，贵方订购的在线测试系统已装Araby号货轮运往贝拉港，相信这批货会使贵方满意。
4. As regardsinstallation and commissioning, we would like to inform you that Mr. Wu,regional manager of African Business Division, is now leading a team of 5people on a business tour to some East African countries.
关于设备安装调试，特告知：我们的非洲区业务经理吴先生正带领一个5人团队在东非国家出差。
5. In this teamthere are 2 ICT trainers from R&D center of HEFEI Star Electrical ApplianceCo. Ltd, who will provide adequate training for end-users.
团队中还包括从合肥思达电器公司研发中心特别邀请的2名ICT培训专家，他们将会为终端用户提供充分培训。
6. Thanks foryour continuous support on our smart phones, and we are striving to improveourselves in terms of service, quality and design.
感谢贵方对我们的智能手机产品的一贯支持，我们正在努力从服务、品质和设计各方面取得改进。
7. In responseto your query that when activating Hope Star Series, the voiceicon can not be searched, we are regretful to inform you that currently HopeStar Model supports English, French, Spanish, Portuguese and Arabic only.
关于贵方对于希望之星系列手机开机时候找不到语音图标的疑问，很遗憾告知贵方，目前该系列仅仅支持英语、法语、西班牙语、葡萄牙语和阿拉伯语系统。
8. However, weplan to include all the major tribal languages in Africa overtime.
然而，假以时日，我们计划将非洲主要部族的语言都包括进来。
9. We arecommitted to launch Hope Star Voice Icon in African dialects atthe right time to ensure our customers receive the high-quality experience theyhave come to expect from HEFEI Star.
我们致力于在适当的时候推出可以使用非洲本土部族方言的希望之星语音图标，以确保我们的客户可以享受到合肥思达所能提供的极致体验。
10. We havereceived your letter of complaining about the noise on air humidifiers suppliedto your P1888.
我们非常重视您对1888号定单项下空气加湿器的投诉。
11. Now we arearranging to send 2,200 humidifiers to replace the unsold balance of 1,400. Theextra 800 units are provided to you for free replacement in case the customershave any further complaints.
我们安排发出2 200台加湿器以替换未售出的1 400台。余下的800台免费提供给贵方，以便在客户投诉之时作免费替换之用。
12. Havingconducted an emergency inspection on the production process, we found the noisehas come from a certain screw that is defective in quality.
对生产流程进行紧急检查之后，我们发现声音是由一处有质量瑕疵的螺丝钉所导致。
13. We promisewe will implement stricter control in raw material purchase and product manufacturing.
我们保证在原材料采购和产品生产过程中将执行更加严格的质控标准。
14. We thank youfor your letter of March 12th, informing us of your clients’comments on our packing.
感谢贵方3月12日的来信，告知客户对于我们的产品包装的意见。
15. We havediscussed this issue with the competent department here and wish to explain asfollows.
我们已经与权威部门沟通，希望能够给贵方解释清楚。
16. Theseengines are packed in crates filled with foam and bubble wrapping.
这些引擎使用衬有泡沫材料和气泡垫衬的木箱装箱。
17. They arestrapped onto pallets, so the heavy engines can easily be lifted by fork-lifttruck.
用皮带把木箱固定在托盘上，这样就可以使用叉车轻易地举起沉重的引擎。
18. With regardto your doubt whether the engines might be damaged in the process of haulingand get polluted, we can assure you that we have already thought over thisproblem in advance.
关于贵方对于引擎是否会在搬运的过程中遭到损伤和污染的疑问，我们保证已经事先考虑过这个问题了。
19. Our engineexperts have advised us to seal the oil pipes with specialized protectiveshields.
我们的发动机专家已经建议我们使用专业的保护膜保护油管。
20. We highlyvalue your comments, which will help improve our work.
我们高度重视你们的意见，这将有助于改进我们的工作。
【Notes】词汇与短语
1. feasibility n. 可行性
2. SKD abbr. 半散件组装，半散件，半散装件（Semi-Knocked Down）
3. electricalappliance 电器，电器设备
4. disputes and claims 争议和索赔
5. despatch vt. 派遣，发送
6. Port ofBeira 贝拉港，莫桑比克港口城市
7. In-CircuitTest System 在线测试系统
8.installation n. 安装
9. commissioning n. 调试
10. voice icon 语音图标
11. Spanish n. 西班牙语
12.Portuguese n. 葡萄牙语
13. Arabic n. 阿拉伯语
14. tribal adj. 部落的，种族的
15. committedto 决心从事……
16. dialect n. 方言
17. airhumidifiers 空气加湿器
18. freereplacement 免费替换
19. emergencyinspection 紧急检查
20. productionprocess 生产流程
21. screw n 螺丝钉
22. raw material 原材料
23. crate n. 板条箱
24. foam andbubble wrapping 泡沫材料和气泡垫衬
25. strap n. 用皮绳捆扎
26.pallet n. 托盘
27. fork-lifttruck n. 叉车
28. hauling n 搬运，牵引
29.protectiveshields 保护膜
30. handle withcare 小心搬运
