全屏显示专题章节

Consultation (by telephone)

A: Hello, Mr. Roald Foster. This is Allen from YongFeng Chemicals. How are you?

B: Oh, hello. Fine, thanks! And you?

A: I am fine, too. Thanks! I’ve sent you several mails to introduce our company. Have you got them?

B: Yes, I’ve checked them already.

A: As mentioned in the mails, we’re one of the top manufacturers of pigment carbon black in China. And your company is a professional distributor of chemical raw material, so I wonder whether you are interested in our products.

B: Well, yes. As an exporter of industrial raw materials, we specialize in exportation to African continent. A large group of our clients use carbon black for paints, but only a few are large enough to import in full containers.

A: I see. So may I know detailed types of carbon black that your customers are using? Our products can well match the popular types from Cabot or Degussa.

B: Well, the popular grade is Degussa Printex® series, like Printex 30.

A: Thanks for your information. And I will give you an e-mail soon about the countertype recommendation and quotation.

B: That’s pretty good. You can also contact me by MSN or Skype.

A: Good. May I have your MSN or Skype?

B: Sure, I’ll send it to you by e-mail later.

Consultation (by telephone)

A: Good morning. This is Allen from YongFeng Chemicals, China. May I speak to Mr. Yogesh?

B: I am sorry. He is not in at the moment. This is David from Logistic Department. May I help you?

A: Yes, thanks. We are a manufacturer of pigment carbon black in China, and I am very glad to have Mr. Yogesh’s card during China Coating Show this November in Shanghai. However, in the show I was so busy that I had no time to talk with Mr. Yogesh for more details.

B: Well, but he is out of office to visit customers.

A: Here I’m just checking about your carbon black pigment usage situation. So may I know whether you are using carbon black? If yes, which brand takes major part?

B: Well, as far as I know we are using this kind of material, and it is mainly from Cabot Company.

A: So, may I know which types, please? For many types from Cabot we have the similar types to well match.

B: I am sorry that I do not know the details. You should check with Mr. Yogesh.

A: OK, thanks anyway. I will give Yogesh an email about the details. Could you inform him of my calling when he comes back?

A: Thank you so much.

Consultation (in the office)

(In the reception area)

A: Good morning. May I help you?

B: Good morning, I have an appointment with Mr. Derrida at 10:30.

A: What name is it, please?

A: Let me see. Ah yes. Would you please go up to his office? It’s Room 6 on the fifth floor. Mr. Derrida is expecting you.

(In Mr. Derrida’s office)

C: Mr. Zhang, how nice to meet you.

B: I have been looking forward to meeting you, too.

C: We didn’t have enough time for a further talk during China Coating Show last month.

B: That’s why I come to visit you. I have samples of all our new products.

C: When can we see them?

B: Right away. I’ve brought the sample case with me.

C: OK. Let’s get to it then. They are quite good. Do you have a catalogue or something that will tell us all your products?

B: Yes, Mr. Derrida. Here is a catalogue that will give you a better understanding of our products.

C: Thank you. I am glad to see your samples. Please give us time to study them a bit further. I will probably be able to give you a reply early next week.

Situational Dialogues

Talking about the weather

A: What a beautiful day!

B: Yeah. It is not like what the weathercast said at all.

A: Do you often have such nice weather this time of the year?

B: Generally speaking, it is nice and mild. But it is rather changeable. Sunny in the morning, and may be windy at noon. You can never tell.

A: I wonder what the weather is going to be like tomorrow.

B: They said fine and a little cloudy.

A: Wonderful. I hope it would stay this way till the end of my visit.

B: I hope so. What’s the weather like in your country now?

A: It varies from place to place. Down in the southwest, the weather is gorgeous. But in the midwest, you may expect a lot of rain. And it can be freezing up north.

B: Maybe that’s why you people often talk about the weather.

A: Yeah. Mentioning the weather is the best way to start off a conversation with someone, especially with a stranger.

B: Right. That will make people open their mouths and say something one way or the other.

Talking about hobbies

A: Mike, What’s your favorite sport?

B: Basketball. I can’t live without basketball.

A: Do you often play basketball in your spare time?

B: Well, sometimes. Usually I watch basketball games on TV.

A: Did you watch the game yesterday?

B: Do you mean NBA finals?

A: Yeah! Dallas Mavericks vs. Miami Heat!

B: Wow…of course! I am a big fan of NBA! Especially Mavericks! What about you?

A: Well, actually I am the fan of Heat, and I think Wade will bring the championship again this year for Miami.

B: Ha-ha…I think Mavericks will win the final series and gain the championship this year, because Dirk is more mature than he was in the year 2Tips, and he works more like a leader now. He deserves the championship.

A: Indeed, though I am the fan of Miami, Dirk works nice this year. Let’s wait and see who will finally win the game…

Talking about changes

A: Mike, what would you like to drink? Coffee or tea?

B: Tea for me, please.

(Tea is offered to Mike.)

B: Thank you, Chris. I am surprised that you don’t offer us cigarettes any more and few of the Chinese hosts smoke during this visit. I remember during my previous visits to China, we were offered cigarettes everywhere we went and nine out of the ten Chinese we met smoked. And you were a chain smoker yourself.

A: I am glad you have noticed the change. I quit smoking last year, and I feel I am an entirely different person now.

A: Thank you, Mike. Have you found other changes since your last visit?

B: Too many to mention. I see more hotels are being built all around here.

A: We expect more foreigners to invest here.

B: And the city is undergoing a lot of changes. All the streets seem so busy.

A: Yes. Especially during rush hours, the traffic is extremely heavy.

B: No wonder you have built a lot of pedestrian overpasses.

A: Transportation is still quite a problem to be solved.

B: That’s something common with most big cities.

Situational Dialogues

Setting the business agenda

A: Good afternoon, Mr. Smith. Would you like me to give you the rundown of your itinerary now?

B: Yes. Please come in, Annie.

A: Mr. Smith, you will arrive at Pudong Airport on July 10th and I have booked you into the Holiday Inn Hotel in Shanghai.

B: Wait, Annie. Did you tell me yesterday that you would book the Hilton Hotel for me?

A: Yes, but I am sorry to say that it’s fully booked, so I have chosen another in the same class for you. Will it be OK?

B: Fine, thanks. Please go on.

A: During the next two days, you will go to the Convention Hall to visit the fair. On July 13th, you will have a meeting with Mr. Zhou in the morning and Ms. Huang in the afternoon. Here are their addresses and telephone numbers. The next day you will fly back home.

B: Very good, Annie. In addition, please send a fax to Yongfeng Company informing Chris Zhou about my schedule, so that he may contact me during my stay in China.

A: Of course, sir. I will send it right away.

Making an appointment

A: Hello, this is D＆S Ink Company. Can I help you?

B: Hello. This is Chris Zhou. May I speak to Mr. Dawson?

A: Hold the line please. I will put you through.

C: Hello, Mike Dawson speaking.

B: Good morning, Mr. Dawson. This is Chris Zhou from YongFeng Chemicals.

C: Oh, good morning. What can I do for you?

B: Well, as you probably know, we are launching a new range of carbon black. I am going to visit your office next week and I wonder if you would be interested in discussing this new model.

C: Yes, I would certainly be interested.

B: Good. Would Wednesday morning be convenient?

C: Ah, Wednesday is a bit difficult. I am tied up all day. How about Thursday?

B: Thursday would be fine. Can you let me have an hour or so sometime in the afternoon?

C: Yes. I think that would be possible. Say 3:30.

B: Excellent. I am looking forward to seeing you on Thursday afternoon. Goodbye.

Postponing an appointment

A: Good morning, Chemicals Import ＆ Export Company.

B: Hello, this is Chris Zhou. I’d like to speak to Mr. Smith.

A: Mr. Smith is in a meeting now. May I help you?

B: I am calling about the appointment with Mr. Smith for this evening. Something has just come up, so I am afraid the appointment will have to be rescheduled.

A: I can handle that for you. Maybe we can make another arrangement.

B: You are so kind. Thank you. Do you think tomorrow afternoon is suitable?

A: I am afraid there is a bit of a problem. In fact, he has booked up the whole week except tomorrow morning.

B: Tomorrow morning. Um…you see, I have made an appointment with Mr. White for tomorrow morning. In order to meet Mr. Smith, I will have to cancel the appointment with Mr. White, I am afraid.

A: I am terribly sorry, Mr. Zhou. But Mr. Smith is really busy this week.

B: I understand. When do you think I can come and see him tomorrow morning?

A: Please let me check. Tomorrow morning…Yes, he will be free from 8:00 tomorrow morning. Do you think it’s convenient for you?

B: Yes, that’s quite all right for me.

Situational Dialogues

Meeting at the airport

A: Excuse me, but are you Mr. Smith from Chemicals Import ＆ Export Company?

B: Yes, I am. And you must be Mr. Zhang.

A: Yes, I am here to meet you today. Welcome to Hefei.

B: Thanks for meeting me at the airport.

A: My pleasure. I am delighted to meet you. I have heard so much about you from Mr. Zhou.

B: Glad to meet you, too. I have been looking forward to visiting your country. And now I am here.

A: The more you know about our country, the more you will like it. I am sure you will have a pleasant stay here.

A: Mr. Zhou is having a meeting now. He will come to see you later at the hotel.

B: OK. Do you know where the baggage claim area is?

A: Yes, it’s down there at Gate No.5. How many pieces of luggage do you have?

A: Here we are. Could you point them out?

B: Yes. The blue one and that black one.

A: Let me help you with your luggage.

B: Thank you very much.

A: You are welcome. Here comes our car. Please get in.

Meeting at the railway station

A: Excuse me, but who is Mr. Anderson?

B: I’m Anderson, Michael Anderson from London.

A: I am Li Jianguo from Yongfeng Chemicals.

B: Nice to meet you, Mr. Li! Thanks for meeting me at the railway station.

A: You are welcome. Very pleased to meet you, too. Have you gone through all the formalities required at the station?

B: I don’t think I have much to do here, as I have already gone through all the entry formalities in Guangzhou.

A: Well, when did you leave London?

B: I left London by the British Airways on Monday, and stopped at Hong Kong for two nights on business, and then I took the plane to Guangzhou.

A: Then you must be rather tired after such a long trip.

B: Not very. I travel a lot, and I am quite used to trips like this.

A: Mr. Anderson, where is your luggage?

B: I gave them to the travel agency in Guangzhou. The Travel Service will send them to the hotel and the attendants in the hotel will deliver them to my room.

A: That’s fine. Now, if all is ready, we’d better go to the hotel.

B: I’d like to. Let’s go.

On the way to the hotel

B: Nice and bright morning!

A: The wind will probably get up later.

B: I hope it keeps fine for the weekend. I want to go sightseeing. You know, I always feel excited after landing in a new place.

A: It must be a great experience.

B: Yes, but I am a stranger here, Mr. Li. I don’t speak Chinese and I know nothing about your etiquette.

A: You needn’t worry about anything. We will do our best to make your stay here a pleasant one.

B: It’s very nice of you. Where shall I be staying?

A: You will be staying at the Hilton Hotel.

B: Is the hotel conveniently located?

A: Yes, it is located downtown. We shall get there soon. It is only about a fifteen-minute ride.

B: Mr. Li, what about tomorrow’s arrangement?

A: I will pick you up at the hotel at 8:30 in the morning. Our general manager will be meeting you in our company at 9:00. In the afternoon you both will attend a news conference. Is that all right?

B: That’s all right.

A: Here we are, Mr. Anderson.

B: Good. It’s really a wonderful place.

Situational Dialogues

A: Mr. Ali, we have already booked a standard room in Hilton Hotel for you.

B: Thanks, my friend. You are so kind.

A: My pleasure. Shall we go there now to leave your luggage first?

(At the hotel reception)

C: Hello. May I help you?

A: I have booked a standard room. Please check.

C: OK, wait a minute. One standard room for two nights, right? Your ID card, please.

(Ask Mr. Ali for the passport and pass it to the waiter.)

C: Here is your room card. Have a nice day.

A: Thanks. Mr. Ali, here is the room card for you. We will take the elevator up.

B: Thank you. I will take good care of it.

(Take the elevator up)

A: This way, please. Your room number is 1608. You will find the room at the end of the corridor.

A: You must be very tired after such a long journey. I suggest you go to the room for a rest and shower first. About one hour later, I will pick you up and have dinner nearby. How about your idea?

B: A wonderful arrangement.

A: Great! See you later!

A: Hello, Mr. Ali. You look refreshed now. I’d like to take you out for a typical Chinese dinner.

B: That sounds interesting. Chinese cuisine emphasizes much on color, flavor and taste. But I’m not familiar with the names of the food. I’m at your disposal.

A: OK. Let me order dishes. For Muslim you may want no pork, no wine, still anything else you don’t want to see or eat?

B: I’m allergic to garlic, so that’s definitely out. And I’m not keen on hot peppers.

A: I got it, my friend. (Turning to the waiter) Do you have any specials today?

C: We have sweet and sour fish today. Would you like to have a try?

B: Yes, I have heard the sweet and sour fish is very popular here.

A: Then we shall have it. How about Beijing Roast Duck?

B: Great! It is of typical Chinese and said to be the most delicious food in the world.

C: Beijing Roast Duck. What to follow?

A: Would you like to have Whitebait Fish Thick Soup, Mr. Ali?

C: I see. Would you like anything else?

B: No, that’s enough. In our country, our lunch is usually fast food. It won’t last more than one hour.

A: While in China we have a saying “business is concluded on the table”. But don’t worry. Please make yourself comfortable.

C: Sorry to have kept you waiting, sir. Here is your Whitebait Fish Thick Soup.

B: It’s delicious. What’s this?

A: It’s whitebait fish from Chaohu Lake.

B: Ah, the fish is boneless and transparent.

A: Yes, and it’s nutritious. The whitebait fish at this size tastes very good. Please help yourself.

B: Thank you. It’s very tender and tasty.

A: I see you’re quite expert with chopsticks. Come on, don’t stand on ceremony.

B: Don’t worry about me. I won’t miss a chance of trying such nice things.

A: Mr. Ali, may I propose a toast to you on behalf of my company. Thank you for your inquiry about our products.

B: Cheers! In fact, we’ve heard a lot about your products. They enjoy a high reputation.

A: Thank you. I’m looking forward to our meeting over the next few days.

B: So am I. To a long friendship and good cooperation, Cheers!

A: Would you like some more?

B: No, thank you. It’s delicious, but I just can’t eat any more.

Situational Dialogues

A: Hi, Mr. Saba, welcome to our plant.

A: Mr. Saba, I will show you around. You could have a look around and any question is free for you.

B: Tony, what is that machine in the corner?

A: A good question! It is the ending process of our producing line, called “Auto-filmer” which is specialized to keep stable packaging with firm films in case of tearing bags.

B: Exactly. Thank you very much.

A: Why not have a look at our QC department and R＆D team? Come on.

A: To adjust the test standard to international level, we even imported the machines from Europe.

B: How to ensure the stability of quality?

A: We always put quality as the first consideration. Before each shipment, we make contrast test on samples from cargo with the samples approved at your side. In case the difference is out of tolerance, the cargo will not be used for shipment.

B: That’s what we want! The product gives you an edge over your competitors, I guess.

A: Yes! Based on our strict test system, YongFeng has enjoyed a widely high reputation all over the world.

B: Thanks, Tony. Now I feel more confident to cooperate with YongFeng.

A: I hope we could work together in the future.

B: So do I. The purpose of my coming here is to inquire about possibilities of our cooperation.

A: Are you doing anything special today?

B: No plan yet but all up to you.

A: Great. I’ve prepared a good trip for you to our city. What is your idea?

B: Tony, it’s wonderful. I really feel warm and lively once I arrived in Hefei, which makes me comfortable. I love this city!

A: Really? None words can make me feel better than your high admiration of my hometown. Thank you, Mr. Saba.

B: So, any details about our trip?

A: It’s better to see than to talk here.

B: Haha… right! Let’s go.

B: Could you please introduce this street which looks very prosperous?

A: Yes. Everybody in Hefei City knows this street very well. It is “Huaihe Walking Street”, which was rebuilt in 1993 to improve the living environment of the citizens. You can see many famous brands in the shopping mall. It’s a happy place for young people, not only for shopping but also for entertaining.

B: I know it’s the modern sign for cities. The situation is the same all over the world.

A: Fully agree. Generally speaking, Huaihe Walking Street is an energetic model of Hefei with full passion and fashion.

B: Tony, thank you for your specific sharing. Now I love Hefei more.

A: I’m glad to hear that. Oh, that is a tea shop. Do you want to get some tea?

B: Good, most of my friends like green tea. I must have a look.

B: Tony, I’d like to buy some authentic Chinese tea to my friends. What do you recommend?

A: Mr. Saba, which kind of tea would you like to buy, Tie Guan Yin, Huangshan Maofeng or something else? They are all favorable teas for Chinese. You can select any one from them.

B: I have no idea since I’m not familiar with Chinese tea.

A: OK. Tie Guanyin tastes mellow with strong fragrance. Its unique flavor is praised by Chinese tea farmers as the bestowal by Guanyin, goddess of merey in Chinese fairy tale. Huangshan Maofeng is one of the most famous teas in Anhui Province. It offers a gentle, fresh flavor, and a sweet pleasant aftertaste.

B: Well, I’d like to buy one kilogram each. Can I receive a discount in price?

A: OK! Mr. Saba, just a moment please, I will check with the owner. You know, brother, a Chinese buyer is more competitive than a foreigner in bargaining.

B: Thanks, Tony. You are so kind.

(A few minutes later…)

A: I have confirmed with the owner and he promises to give you a big discount because he regards you as a respected customer from overseas.

(Saba shakes hands with the owner and says “XIEXIE”)

Situational Dialogues

A: Mr. Saba, you are leaving Hefei the day after tomorrow. We would have the pleasure of inviting you to a dinner party.

B: Oh, really? Thank you.

A: We really want to play host. This is your invitation card. We look forward to seeing you then.

B: It’s so kind of you. I’ll be most delighted to go. See you then.

(The party has begun.)

A: It’s our honor to have you here, Mr. Saba.

B: Thank you very much for preparing such a splendid dinner specially for me.

A: That’s our pleasure. Please try some Maotai. It’s well known in China.

A: We’ll be sorry to see you leave. Is there anything I can do for you before your departure?

B: No, thank you for all the things you have done for me. You and the other have been very considerate and helpful.

A: Don’t mention it. We are happy to help you. Mr. Saba, what has impressed you most during your stay in Hefei?

B: Many things have impressed me deeply: the long history of China, the hospitality of Chinese people, the food we are eating now, and so on. Of course, our successful business talk has impressed me most. Chinese businessmen are more flexible than before.

A: You are right. We really appreciate the cooperation with you. Now I propose a toast to our friendship! Cheers!

A: Here is a special local product of China. I hope you will like it.

A: It’s just a small gift. Before you leave, we’d like you to accept it as a souvenir of China.

B: Thanks a lot. May I open it now?

A: Please. I wonder if you like it.

B: Wow, what is it? It looks cute.

A: Little tiger shoes of Chinese style. You know, it is a pair of lovely Chinese traditional shoes for little kids especially for babies.

B: What’s the meaning of tiger?

A: Strong and healthy. Hope you like it.

B: Thank you for sending me such a beautiful and precious gift.

A: I’m glad you like it. I hope it will bring a good memory for you.

B: Thank you for your consideration. I’ll treasure it forever. And I hope we will have more chances to cooperate with each other.

A: Thank you very much for coming to the airport to see me off, Tony. Your great country and your hospitality have left a very deep impression on me, and what’s more, your working attitude and your way of doing business have changed my opinions of the Chinese people.

B: Really? I’m glad to hear that.

A: That’s true. And this trip has been a very productive one for me.

B: Thank you again for your visit. You are playing a very important role in the cooperation. We hope we can hear from you soon.

A: Believe me, Tony. I will try my best to promote this transaction.

B: Thank you. I really hope that we’ll have more business to do and more opportunities to meet each other.

A: It’s very kind of you to say so. You are really very helpful and thoughtful.

B: I’m very happy for having worked with you for a few days. Hope to see you again.

A: I believe we will have opportunities to meet each other in the future.

B: OK. I think it’s time for you to check in. If you run into any difficulty, we’ll be here to assist you immediately. Wish you a safe and pleasant journey home!

A: Thank you. Bye-bye.

Situational Dialogues

Calling before leaving

A: May I speak to Mr. Wilson?

B: Speaking. Who’s calling please?

A: This is Joe from Anhui YongFeng Chemicals Co., Ltd.

B: Oh hello Joe. Nice to hear your voice again. I’m looking forward to more dealings with you, for, you know, your last shipment was so well received here.

A: Thank you, Allan. As a matter of fact, we are planning to meet you in your country.

B: Good news for me. When are you arriving?

A: The Air China flight I’m taking is due to arrive in New York at 11:15 a.m. on Jan 20, if everything goes smoothly.

B: Shall I pick you up at the airport or book a room for you?

A: No, thank you. Our company has had everything well arranged and we’ll be taken to the hotel directly after arrival. Thank you all the same. Err, what about our meeting on the 21st?

B: Let me check my schedule. Oh, I won’t be free until 3:00 p.m. on the 23rd. Is that too late for you?

A: Not at all. Let’s make it 3:00 p.m. on the 23rd, then.

B: And why don’t you have an excursion if time permits? I’d like to be your guide, as you did when I was in China.

A: Great! I have been dreaming of seeing the Statue of Liberty for long.

B: No problem. I’m sure you’ll enjoy the beauty here.

A: Terrific! Thank you for your thoughtfulness.

B: You are welcome. Do call me after your arrival. See you！

A: Do you speak English?

A: What’s your name?

B: My name is Joe Huang.

A: Where are you from?

B: I’m from Hefei City, Anhui Province.

A: Have you ever been to nations aside from China?

B: Yes. I once went to Singapore in 2010.

A: Do you want your wife to go with you?

B: No, because it’s a business trip, not a personal travel.

A: Do you have any relatives in the United States?

A: How long will you stay in the USA?

B: I’ve planned to stay for two weeks, no more than fifteen days.

A: What was your major?

B: International Business and Business English.

A: How long have you prepared your visa interview?

B: I spent nearly two months preparing the documents.

A: What kind of computer do you use?

A: What will you do in the USA?

B: Visit agents and customers.

A: What’s your product sold to the USA?

B: Pigment carbon black, for ink and paint use.

A: Have you got stable business partners in the USA already?

B: Yes, we’ve an agent in Atlanta, covering the whole eastern United States.

A: How about the business your partner is doing?

B: Quite good. We’ve successfully set up cooperation with 7 world-famous companies, including Akzo Nobel (Dulux paints).

A: What’s your purpose to visit them this time?

B: To solve the problems for end users.

A: What do you do in your company?

B: I’m a sales manager in charge of American market.

A: What is the name of your company?

B: YongFeng Chemicals Co., Ltd.

A: How long have you worked with YongFeng Chemicals?

B: More than five years.

B: Five years and eight months.

A: Could you show me your documents?

B: Sure, here they are.

A: When do you have flights to Turkey?

B: We have a flight at 22:45 p.m.

A: What time does it get to Turkey?

B: 5:45 a.m. next morning. It’s a red-eye flight.

A: I’ll take this flight.

B: Coach or first class?

A: Coach, please. Here’s my credit card.

B: Thank you for taking this airline. This is your ticket.

A: Excuse me. Where can I check in?

C: Where are you going, madam?

A: I’m going to Turkey by Flight TK021.

C: We are checking in here. May I have your ticket? And your luggage, please?

C: This is your luggage check. You must show it when you disembark at your destination, and here is your boarding pass and your ticket.

C: Now could you wait until your flight is called? There are about twenty-five minutes to go.

A: I’m a little nervous. I have never been on a plane before.

C: There is nothing at all to worry about. Once you’re up in the air, it’s just like sitting in your own living room. It’s going to be a very pleasant fight.

A: All right, good-bye.

A: Dinner time. What would you like, madam? We have pasta and rice.

A: OK. Here you are.

A: Any drink you like?

B: Do you have hot water?

A: Sorry madam, we don’t have hot water, but we have hot black tea and coffee. Would you like some?

B: OK, black tea, please.

(Calling with the service lamp)

A: Excuse me. What can I do for you, madam?

B: Could I have a blanket? I feel a little cold.

A: Please wait a moment and I will get one for you.

B: Thank you very much. By the way, do you have any Chinese news paper?

A: Sorry we don’t. How about reading an English version?

B: No, thanks. I may prefer to watch Chinese films.

A: May I have you passport please?

B: Sure. Here is my passport.

A: What is the purpose of your visit?

A: How long will you stay in Turkey?

A: Where will you be staying？

B: I will be staying in Pera Palas.

A: Any one here will pick you up?

B: One of our company agents here.

A: Very good. Please go to the next line for customs inspection. Enjoy your time in Turkey.

A: Do you have anything to declare?

B: I’m not sure. Are these vases subject to customs duties?

A: How much do they cost?

B: Less than 50 Euro.

A: You are allowed 100 euros duty-free, so you don’t have to pay any duty on your vases. Anything else besides these?

B: No, except the two bottles of whiskey and a carton of cigarettes. Do I have to pay duty on the liquor and cigarettes?

A: No. The law permits you to bring in two bottles of wine or liquor and a carton of cigarettes for duty-free.

B: Oh, thank you very much.

Situational Dialogues

A: Taxi… Could you help me to put the luggage into the trunk?

A: Thank you very much.

B: Where are you heading, madam?

B: There are two Green Hotels in Istanbul. Which one are you going to?

A: Oh, really? But I’m not familiar with the routes of this city.

B: Can you tell me the rough area or block?

A: I remember it is on the European side.

B: OK, I see. I think it’s easy to get there.

A: So how long does it take to drive there?

B: No more than half an hour. Is this your first time in Turkey?

B: Really? I would like to choose a way with famous scenic spots for you to appreciate.

A: Thanks a lot. But I hope it’s economical as well.

A: Good morning. Can I help you, madam?

B: Good morning. I have an online reservation for a single room　I want to check in, please.

A: May I have your name please?

B: Cilla Nong, from China.

A: Just a moment, madam… Yes, we do have a reservation for you.

B: Very good. What’s the rate, please? Does it include breakfast?

A: The current rate is 250 dollars per night including breakfast.

B: That sounds good. I will take it.

A: OK… Would you please fill out this registration form while I prepare your key card for you?

B: Yes, thanks. I’d like to have a quiet room away from the street if possible.

A: May I have your passport, please?

B: Sure, here you are.

A: How long will you be staying?

A: OK. Now everything is ready. Your room number is 712. Here is your key card. Please keep it.

B: Thank you very much. And I’d like to have morning call service every day.

A: No problem. Please enjoy your stay.

A: Good afternoon! Can I help you?

B: Good afternoon! We’d prefer a table for two by the window, if possible.

A: This way, please. Please be seated. Here is the wine list. Would you like something to drink before dinner?

B: I suggest we try some local wine. What do you think, Mary?

C: Good, why not? Can I order now?

A: Yes, here is the menu.

C: What are your specialties today?

A: Turkey roast mutton. It’s a most popular dish.

C: Great, I will take it. It really makes my mouth water. How about you, Sam?

B: I prefer beefsteak.

A: How do you like your steak? Well done, medium or rare?

A: Would you like some dessert?

B: Sure, a piece of cheese cake and a vanilla ice-cream. Please serve the appetizer as soon as possible. I’m starving.

A: OK, I will bring your appetizer immediately.

B: Thank you very much.

Situational Dialogues

Making an appointment

A: Hello. ABC Trading Corporation. Can I help you?

B: Hello. This is Chris from YongFeng Chemicals Co., Ltd. I’m calling to see if we can make an appointment with your general manager tomorrow morning?

A: Hold on, please. I’ll check his agenda. I’m afraid he won’t be available tomorrow morning. He is rather busy these days. This week is all booked up.

B: I see. But you know I come from China. I arrived in Canberra yesterday and will return to China next Tuesday. I have something important to discuss with him. Could you arrange it for me sometime early next week?

A: Let me see what I can do. Just a moment please.

A: Well, Mr. Chris, would next Monday afternoon be convenient for you?

B: All right. What time exactly?

A: Come between three and five, if that suits you.

B: OK, that’s settled then.

A: I’ll make a note of that. Would you like me to confirm your appointment?

B: Yes, please. You can contact me any day at Canberra.

A: Then look forward to seeing you.

B: Thank you very much. See you.

A: Good morning. May I help you, Sir?

B: Good morning. I would like to see your general manager, please.

A: Do you have an appointment?

A: This way, please.

B: Nice to meet you. I am Chris. This is my name card, please.

C: Nice to meet you too. Take a seat, please. I’m James.

B: Thanks. Thanks for your time and I’m very glad to visit you in your esteemed company.

B: My main purpose of coming here this time is to know your exact requirements of our products, and answer your questions face to face. Of course, maybe I can’t solve all the issues here, but I’ll report your requirements and give feedback as soon as possible.

C: Thank you. I do appreciate this way of communication to discuss our current and further cooperation. Here is a report about the effect on your products for your reference.

B: Let me see. I’ll submit it to our manager for discussion as soon as I return. You’ll be informed immediately once I get the results. I can assure you, Mr. James, I’ll handle it with great attention. Look forward to our long-term cooperation and warmly welcome you to our company at your convenience!

C: Thanks for your visit and I do believe a lot of business will be put through between us.

B: So do I. Bye for now, take care!

Inviting by telephone

A: Hello, this is Chris from YongFeng Chemicals Co., Ltd. I want to speak to your general manager.

B: Hold on, please. I’ll connect him.

C: Hello, this is James Smith, the general manager.

A: Hi, Mr. Smith. This is Chris from China. We have the pleasure of inviting you to visit our company and plant. It’s the best opportunity for you to know our production quality.

C: I’m sorry, but I’m fully occupied this month.

A: How about next month?

C: Yes, that’s fine. How long will the visit take?

A: About one week. We have developed many new products. Maybe you can find what you want.

C: Sounds great! What kind of service do you offer if I visit your company and find interested products?

A: We will arrange everything for you and give you a discount. We hope whole-heartedly that you can come.

C: Very well. I will be most delighted to go.

A: Thank you! See you then.

Situational Dialogues

A: It’s about two years since I saw you last time in China. How is everything?

B: Fine, thank you. And it’s a pleasure to meet you again.

A: The pleasure is mine. I’ve long wanted to have a talk with you about the possibility of business between us.

B: Oh, we welcome good business.

A: Good. I’ve come here to talk about your offer for scarfs.

B: It’s well known that our scarfs are exquisitely made and reasonably priced. They enjoy good reputation for their superior quality and beautiful designs. There’s a wide variety of samples in our exhibition hall. Would you like to have a look first?

A: I’ve already visited it. Article No. 321 and No. 322 are especially attractive. Your scarfs have a ready market in our country. On the inquiry sheet, we inquired for 1 500 pieces of No. 321. Besides, please offer us another 1 000 pieces of No. 322.

B: No problem. We always try our best to meet the requirements of our customers.

A: Thank you. Generally speaking, I’m satisfied with the products because your scarfs are of good quality. I accept your prices though on a slightly high side.

B: Our products are relatively popular in the world market. We strongly recommend you to accept it as our stocks are running low.

A: Since that is the case, we are willing to conclude this transaction.

A: Hi, Mr. Dario, welcome to our office.

B: Thank you very much, Mike.

A: So Mr. Dario, will you please make us clear about your recently used types and the ending use?

B: OK. Well Mike, we are using FW 200 in our cars paint right now. But we think the price is too high. So we are willing to find a suitable replacement to cut down our production cost. Do you have any good recommendation?

A: Yes, we are happy to let you know that we have much successful experience in replacing this type. We are familiar with this industry.

A: We suggest our PowCarbon^® B and PowCarbon^® 1000G for a test. They are successfully approved by some world grade end users.

B: Great! May I have a look on the Technical Data Sheet (TDS)?

A: Of course. Please kindly check this TDS.

After studying the TDS

B: Well, from the TDS, they are different from FW200. So what is the performance according to your sales feedback?

A: That is quite common, Mr. Dario, our product is usually similar in the technical data with the type you’ve recently used, but can hardly be the same. It is reasonable, isn’t it? According to our sales experience, we have many successes, but also some failures. It depends on customers’ standard and ending use.

B: OK, we will have a test on it. Can you send some samples to our lab?

A: Of course. I will arrange it for you after your return to the office.

B: Can you send it now? I can tell our technician to test it without delay. I wish to know the result urgently.

A: In this case, I will arrange it right now for you.

B: That is great. Thanks.

Situational Dialogues

Negotiation over the price

A: We have received your sample and find that the quality is in conformity with our requirements. So business depends on your prices now, and what’s the unit price for the sunglasses?

B: Our unit price for retail is $30.

A: I’m afraid your price is prohibitive. Could you bring down your price?

B: Our price is reasonable for retailers. So how many do you plan to order?

A: 30 000 pieces. This is a large order.

B: Well, we can offer you a wholesales price for $25 per unit.

A: I’ m afraid it’s still on the high side. Business is impossible for such a high price. Could you please quote us your lowest price?

B: $25 is already the rock bottom price we can offer. Please also note that our sunglasses are of superior quality.

A: Good quality is a must, otherwise we won’t order. I wonder if there is any discount for your products.

B: Sure, how about 3% discount for your 30 000-piece order?

A: Actually, I’m looking for a larger discount. Your price is not so attractive.

B: Our discount depends on the size of your order. We can give you a 5% discount if you can increase your order to 45 000 units.

A: 5% for a larger order. Okay, it sounds acceptable.

A: Mr. Vigor, we have studied your offer on the printed pure silk fabrics carefully, and find that your prices have soared! They’re approximately 20% higher than those of last year. It would be impossible for us to make any purchase at such prices.

B: 20%? You can’t be serious, Mr. Cook. Besides, the cost of production has risen a great deal in recent years. What’s more, it pays to buy goods of better quality. I think you can’t avoid considering the quality of products, and the quality of our products are guaranteed.

A: You’re right here. But we only ask your price to be comparable with others. That’s reasonable, isn’t it?

B: As you wish. Well, if your order is large enough, we are ready to reduce our price by 2%.

A: If that’s the case, there is hardly any need for further discussion. We might as well call the whole deal off, and our negotiation will terminate half-way.

B: What I mean is that we’ll never be able to come down to the price you offer. The gap is too great. You know our products are of high quality. Taking the quality into consideration, I think the price is reasonable.

A: I think we should make a further concession so that business can be concluded. I suggest we meet each other halfway.

B: The best we can do is to reduce 20 dollars. And the price has been carefully calculated and cut to the limit.

A: OK, I’m glad that we’ve come to an agreement on the price.

Negotiation over the payments

A: Mike, what is the quotation of the 2 types your recommended?

B: Well, under which terms do you wish to enquire? FOB or CIF, and which port?

A: FOB Shanghai port. We have our own forwarder.

B: Another question, may I know your potential consumption? As you know, the quotation for FCL and LCL is a little different for the freight cost.

A: I want to know your quote for 1*20FCL.Our annual consumption on these 2 types are about 30mts each.

B: In this condition, the prices for these 2 types are US$21/kg for PowCarbon^® B and US$13.5/kg for PowCarbon^®1000G. This quotation is made according to your consumption.

A: Then how about the payments?

B: T/T in advance or L/C at sight.

A: We prefer 50% T/T at sight and 50% T/T after the first sight of the copy of B/L. It is our normal method with other suppliers.

A: And how about the delivery time?

B: The delivery time is usually 15 days after we get your signed order.

A: It is good. I have noted it down. Thanks.

Situational Dialogues

Discussion on the packing of the product

A: Mike, what about the package of the Pigment Black? You know, the pigment black is one of the pollution origins and can easily bring dust. We take it as a very important aspect for consideration.

B: Do not worry. Our pigment black is well packed and protected. According to our sales experience, our package is good enough to protect the goods.

A: That is good. So what are the details?

B: Usually our packing for the types you are interested is 20kg per craft bag, 30 bags on one shirnk wrapped pallet, and 12 mt/20FCL.

A: Sounds good. Can you show some pictures of your package to me?

B: Of course. Please have a look at the pictures on our catalogue.

A: Well, it looks wonderful. We prefer the package with 4 paper bags protected around.

B: No problem. We can arrange it as you request.

Inspecting the packing

A: Good morning, Mr. Zhou.

B: Good morning. Welcome to our company. It is years since our last transaction.

A: Yes. And I’m glad to have the chance to do business with you again. The main purpose of my visit today is to look at the packing of our glassware, as it has so much bearing on sales.

B: We always pay special attention to packing, as it ultimately affects the reputation of our products.

A: I agree with you there, Mr. Zhou. Nowadays competition has become sharper than ever before. In order to keeep one’s feet, the merchandise is forced not only to give value, but also to look attractive.

B: You said it. We have here a sample packing. Have a look and see if it is satisfactory to you.

A: Oh! The design looks novel and fashionable, and the color is bright. They just fit the European taste. Now I feel assured.

Advice on the packing of shirts

A: How are you going to pack these shirts?

B: As a rule, we use a polythene wrapper for each shirt ready for window show.

A: I hope the packing will be attractive in appearance. Nowadays competition from similar products is very keen. Special attention should be given to packing to increase the value of products.

B: Thank you very much for your suggestion. You see, fashion changes very fast. In order to keep up with fashion and meet customers’ taste, we are always ready to make improvement in our packing.

A: I’ve recently received some latest designs for packing from a friend in France. Would you like to take them for your reference in package design?

B: We are very much obliged for your kind consideration.

A: By the way, what’s your outer packing?

B: We use cardboard boxes for outer packing.

A: I’m afraid cardboard boxes are not strong enough for sea voyage. Why not use wooden cases instead?

B: We can do as you request if you prefer wooden cases. But wooden cases will be clumsy to handle and more expensive in cost. And then, shipment has to be postponed.

A: I still insist on wooden case for outer packing for it looks superior in quality and is favored by the upper end of the market in our country. I don’t mind higher price or delayed shipment as long as they are reasonable.

B: OK, we will take your advice and try to send you the outer packing design the soonest possible.

Situational Dialogues

Linna from YongFeng is talking with James on appointing a forwarder

A: Hello, may I speak to James?

B: Hello. Who’s speaking?

A: Good morning, James. This is Linna from YongFeng Chemicals for Carbon Black.

B: Hi, Linna. How are you?

A: I’m fine, thank you. Long time since we received your last mail! How are you doing, James?

B: I’m doing fine, Linna. Sorry for my late reply as I just come back to work today from holiday.

A: Oh, I see. Have you received my mail about your appointed forwarder? As the cargo has been prepared, once we get your confirmation about forwarder, we will book space immediately and ship soon.

B: Sorry, Linna, I haven’t seen you mail yet. But Linna, we don’t change our forwarder. You can refer to our last order and it has detailed information.

A: Well, then I will follow your previous information. We intend to book space on next Friday. Is that OK for you?

B: That’s OK, Linna.

A: Thank you for your confirmation, James. We will arrange follow-up work as soon as possible.

B: Thank you for calling, Linna.

A: Thank you too. Haha… There must be lots of work for you to do after a holiday. Please take care.

Request for early delivery

A: Now let’s discuss the delivery. When is the earliest time you can effect shipment?

B: According to the manufacturer’s schedule, the earliest possible date of shipment would be the beginning of May.

A: That’ll be too late. You know, this is our seasonal product. So we’ve got to market it before the end of April in order to keep up with the season. Besides, our Customs formalities will take quite a long time. Can you do something to advance the shipment?

B: The problem is that our factories have a lot of back orders on hand. I’m afraid it’s difficult to improve on the time.

A: But March delivery means a lot to us. If we place our goods on the market at a time when all importers have sold theirs at profitable prices, we shall lose out. So, if the goods cannot be shipped in March, we shall be compelled to cancel this order.

B: How is this then? We’ll negotiate with our manufacturers again and request them to advance shipment, if not to March, at least to the beginning of April. That is to say, to advance shipment by 30 days or more. But then the workers will have to work three shifts for it. This is the best we can do at present. I’m afraid.

A: Just let it be the beginning of April at the latest. But you must make sure of it. My letter of credit will be issued as soon as I get home. Other terms and conditions will remain the same.

Mr. Zhou is having a talk with Bob on partial shipment and transshipment

A: Speaking of your order No. 128, Bob, I’m afraid we can’t ship the whole lot at one time.

B: Why? Has anything gone wrong with the order?

A: No. Just because it is too difficult for us to get all these 5 million tons of cement prepared within such a short time.

B: What do you propose then? You’re not suggesting dropping the order, aren’t you?

A: Not in the least. What do you think of partial shipment?

B: But our customers are in urgent need of these goods. So it will be better to ship them all at once.

A: Bob, it is in your interest that we put forth such a proposal, if partial shipment is allowed, we can ship whatever is ready to fill the urgent need of your end users instead of waiting for the whole lot to be ready.

B: Reasonable. In that case, I agree to partial shipment. But we do hope you can make a direct shipment.

A: We’ll do what we can. But will you consider allowing transshipment if there is no direct shipment？

B: I’m afraid not. You know, Mr. Zhou, transshipment takes much more time. What’s more, there is likely to be more damage to the goods in transit.

A: Then let’s solve the problem this way. I will contact the shipping company again and ask them to make delivery half a month in advance. This will ensure the consignment to reach you in time for customers’ requirement.

B: Marvelous! Make delivery half a month in advance, and I’ll agree to your suggestion.

Situational Dialogues

A General talk on inspection

A: Mr. Wang, would you tell me how and by whom the commodity inspection is conducted before shipment?

B: Our inspection is to be conducted by AQSIQ, which enjoys international reputation for impartiality.

A: When will the inspection be conducted?

B: Usually the inspection will be conducted within 5 days before shipment.

A: How do they make test and analysis of the goods?

B: They will use the standard and the method laid down in the contract. It could also be ISO or another internationally accepted method if the standard and the method are not mentioned in the contract.

A: How about the reinspection?

B: It’s international practice that the reinspection should be made within 10 days upon the arrival.If any discrepancy is found, claim must be raised within 30 days. However, claims which fall within the responsibility of shipping company and underwriters shall not be entertained.

A: Who is to carry out the reinspection?

B: In order to carry out the contract smoothly and avoid unnecessary disputes, it’s best to name the inspection agency which shall be approved by both sides and be stipulated in the contract.

A: What if the results from the two inspections do not coincide with each other?

B: We’ll have a group of specialists and surveyors from both sides to clarify which is correct.

A: We hope we can resolve the differences through friendly consultation.

B: I hope so as well.

Linna and Jocelyn are on the telephonp

A: Hi, Linna, this is Jocelyn.

B: Yes, Jocelyn. Any request?

A: For our latest order, we need your attention to the documents. We need a certificate issued by CIQ after their pre-shipment inspection.

B: That’s no problem. We used to do this and are familiar with this procedure.

A: Great. Meanwhile, we need a CO (Certification of Origin) legalized by the Embassy.

A: Yes, it’s required by our customs.

B: As you know, we’re operating L/C and the shipment has been done. It will take at least 20 days for the CO legalization. If we wait for the CO, we won’t be able to hand the documents to bank before the expiry date.

A: Shall we revise the L/C on expiry time?

B: If the embassy legalization is not a must, we’d suggest not making it this time.

A: We’ll be punished by the customs for a fine of about 200 dollars if we have no legalized CO.

B: But L/C amendment requires totally 80 dollars. And CO legalized by the embassy will cost 260-280 dollars. Thus, as long as the punishment does no discredit to your company, we prefer to take the fine of 200 dollars this time.

A: Sounds reasonable. But please remember to do the CO legalization in future orders.

B: Sure. Thanks for your understanding.

Further talk on inspection and quarantine

A: There is still a minor point to be cleared up.

A: Mr. Li, as our transaction involves frozen meat, we have to make sure the sanitary standards are up to the requirements of the French government.

B: Mr. Smith, our Inspection Bureau will issue a Veterinary Inspection Certificate to show that the shipment is in conformity with export standards.

A: Well, in that case, I need to make sure that your standards are the same as ours. In addition to the Certificate you mentioned, could you have another one showing the goods to be free from radioactive contamination? You see, some of our clients are very sensitive about this.

B: Your request is understandable. Well, I’ll get in touch with the Inspection Bureau and see what they have to say.

A: That’s good. Thanks for everything, Mr. Li.

B: Don’t mention it. Glad to be of any help.

Situational Dialogues

Bruce, from YongFeng Chemicals, is calling his client Arash to update her with the latest information for the cargo.

A: Hello! Arash, how are you?

B: Hi, Bruce, I am fine. You sound quite excited, anything fantastic?

A: You bet! I’ve got good news for you!

B: Really? What is it?

A: I am calling just to inform you that our cargo is ready, and is well reserved in stock.

B: Wow, that is really good news for me. Thanks for your efforts.

A: And we have booked vessel at the end of this month. It seems everything goes very smoothly.

B: Thanks again, Bruce. It is all owing to your high work efficiency.

A: It’s so nice of you to say so.

B: By the way, once the vessel sails out, how much time will you need to get the full set of documents prepared, since I hope you can send them to me as soon as possible?

A: For the full set of documents, I think there will be another one or two weeks, if everything goes well.

B: Very much appreciated.

A: As for the documents you have mentioned, I think it will be necessary for us to check what documents you will need for customs clearance.

B: It is really thoughtful of you. Let me see, the full set of documents will include the Bill of Lading, the commercial invoice, the packing list, the copy of contract and the Certificate of Origin.

A: OK, please rest assured that I will get them ready and send them to you as soon as possible.

B: Thanks a lot. And I’m looking forward to hearing from you soon.

A: You are welcome! And keep in touch!

The next day, Arash consults her local customs and finds she will need another two important documents to clear the cargo. So she is calling Bruce again.

A: Hello! YongFeng Chemicals! What can I do for you?

B: Hi! Is that Bruce? This is Arash!

A: Hi, Arash! I didn’t expect you to call me so soon. Is everything OK?

B: This morning I phoned our customs. They said I would need another two documents to be cleared.

B: One is Certificate of Inspection (CIQ) and the other is an official Certificate of Fumigation. Without these two documents we cannot clear the goods.

A: CIQ and the Certificate of Fumigation, I have noted them down. We will arrange them as you want.

B: Thanks a lot. You are so helpful.

A: That’s all right. By the way, are these two documents needed by all your end users?

B: All customers need the Certificate of Fumigation, but only trading companies need CIQ. As for our customs regulations, without CIQ we will not clear the goods from the customs.

A: Thanks. I’ve got it.

B: You’re welcome! Hope to receive them from you as soon as possible.

A: I will do my best. Bye!

15 days later, Arash’s cargo has been loaded and the vessel has sailed out. Bruce is calling to inform her.

B: Hi, Bruce! How are you doing?

A: Great! I am glad to tell you that our vessel has already sailed out.

B: Terrific! And how about the documents?

A: I have got all the documents you need.

B: Thanks a lot. Since all the documents are ready, please send them to us as soon as possible.

A: I will send them to you today. Please check all the documents in the attachment file.

A: Hope we have a long standing business relationship.

B: We do hope so, too.

Situational Dialogues

Bruce from YongFeng Chemicals is calling his client Ramin for the sample test result.

A: Hello, this is Bruce. Can I speak to Ramin?

C: Yes. Hold a second, please.

B: Hi, Ramin speaking. How are you going, Bruce?

A: Pretty well. And you?

B: Really good! And is there anything I can do for you?

A: Yes, again for the big sample test, are there any updates you can share with us?

B: Actually, I am going to call you. The test result is fairly good, but the blackness is not up to scratch for it is 5% weaker than our standard.

A: Really? 5% weaker?

B: You know if the distinction is that high, we cannot use your product in our production line.

A: Do not worry; I will consult our technicians to see if there is any solution to it.

B: That would be great! If you get any ideas, please inform me as soon as possible.

A: I will. Again thanks for your time.

The next day, after Bruce consulted the technicians of YongFeng Chemicals, he is calling his client again.

A: Hello, is that Ramin?

B: Hi, Bruce, you must have got some solution to the blackness, right?

A: Definitely. I was told that the reason of weakness is dispersion problem. Our type may not disperse enough in the resin. We suggest adding more dispersing agent and take more jitter time.

B: Add more agent and leave more time?

A: In this way, I think it will be helpful for your use.

B: Thanks. I will try as you suggest. Actually we still want 2 MT of this type in our production line to check the final result.

A: OK, that’s all right. Would you like this order done by P/I or …?

B: Please arrange the pro forma invoice（P/I）to us.

A: Great! I am glad to cooperate with your esteemed company again. Please check the PI later.

A: Oh, by the way, when will the cargos be ready?

A: All the cargos will be ready this week.

A: You’re welcome. Be in touch!

One and a half months later, Bruce is calling to get some feedback of the deal.

A: Hello, Ramin, this is Bruce. How have you been?

B: Bruce, I am pretty good. Thanks for asking.

A: I hope the performance of the last order is good.

B: Yes, the blackness is much better. But to add more dispersing agent will cost us a lot more. Please give us more discounts, and then we can better develop the market together.

A: My friend, the price we quoted for you is already very low, and the price of raw material has also increased a lot this month. There will be markup of 5% from this week. But to support your market development, we will still hold the original price for you until the end of this month. Is there any order plan on your side?

B: Price increase is not good news for us. But I can understand. We still have stock now. Maybe next month we will arrange our new order.

A: Could you kindly inform me how much stock you have now?

A: 1MT can only last a few days’ use. You know the price of raw material is in a rising trend. It also takes time for the shipment to reach your port. An earlier arrangement will save your time and money. How about your opinion?

B: OK, today I will send our new PO.

A: Thanks. We will wait for your email.

A client is calling to lodge a complaint against rising charges from the freight forwarder. Tony from YongFeng Chemicals is receiving the complaint.

A: YongFeng Chemicals. This is Tony speaking.

B: Hello! Tony, this is Eugenia. How are you doing?

A: Hi, Eugenia, I am fine these days. Thank you! How about you? Hope everything goes smoothly.

B: Actually this is why I am calling. I know complaint is an unpleasant thing, but I am compelled to do it.

B: The cargo of carbon black is still in the port of Constanta and we are waiting for the customs clearance.

A: What can I do for you?

B: We have received from EUROPRIM SHIPPING SRL (the freight forwarder) the calculation for the local taxes we have to pay and the amount is huge—3 178 leu, equivalent to 750 euros. These charges are for the import declaration and other services.

A: Really? That donesn’t sound good.

B: We have never paid so much for any imports. It is more than what we usually pay for a full container. It is a robbery!

A: I fully understand your problem. And I will look into it and try to connect the forwarder.

B: Thank you very much, Tony. I would like to know if you can get any information from the Amass Freight Int’l Shanghai, regarding the local taxes we have to pay at its turn when the delivery is CIF Constanta. If the costs for the further cargos are going to be so high, we will have to think out a different freight solution.

A: Do not worry, Eugenia, I am going to check up with you later.

B: Thanks. Look forward to getting your reply soon.

After he had checked with YongFeng’s logistic team about the cost, Tony is calling his client to settle the complaint.

A: Hi, Eugenia, now I am quite clear with your problem.

A: I have been informed that these charges could not be predicted and the shipment is more expensive when it comes to Less Container Load than Full Container Load.

A: Yes, but Eugenia, since we are good friends both in business and private relations, this time, I will share with you $150 import cost by my personal account as the compensation. The sum will be deducted from your next order directly. And I will keep it in mind for you.

B: Many thanks for your support. And we do hope there will be bigger orders soon.

A: Aha! That would be great.

B: In that case we will have to talk to our customers to see what we can do to cover the price increase due to these unexpected charges.

A: And for the next order, I keep the same prices for you. I think that would leave you large margin.

B: Thanks. We hope to receive favorable news from the market as soon as possible and I will let you know how the trials have gone with the first order. We will do our best to order a bigger cargo next time.

A: OK! Let us always support each other. Please keep in touch.

Mr. Smith, from B＆S Machinery Import ＆ Export Corporation, is talking with Mr. Wang, an import agent about the payment of the last transaction of machine tools. With Mr. Smith’s cooperation, Mr. Wang finally gets a satisfactory solution to the problem of inferior quality.

A: Hello, Mr. Wang. It’s nice to see you again.

B: Hello, Mr. Smith. Glad to see you.

A: Mr. Wang, I come here for the payment of the last transaction of machine tools. The goods reached your port of destination about two months ago. But we haven’t collected the payment because your bank has refused to pay us. May I know the reason?

B: We have already informed you of the problem, Mr. Smith. We regret to have to lodge a claim on the last consignment of goods. It was found that there are rust spots on them and the delivery is not up to your usual standard.

A: Do you have any proofs?

B: Yes, of course. A close inspection by Shanghai Import ＆ Export Commodity Inspection Bureau indicates that some of the machine tools are rusted. Here’s a copy of the inspection certificate.

A: It’s impossible. I guess the rust stains are due to careless transportation.

B: I don’t think so. It’s clear that this time your manufacturers have failed to come up to their standard.

A: Well, I’ll ask our manufacturers to look into this matter. I’ll let you know the result as early as possible.

B: Hello, Mr. Smith.

A: Our manufacturers were really distressed to learn that some of the machine tools had caused you so much inconvenience. They asked me to convey their sincere apologies to you and promised to replace these machine tools by new ones.

B: Thank you very much.

A: I do hope this minor incident will not affect our business in future.

B: Of course not as long as the problem being handled.