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Receptionist: Hold the line, please. I’m afraid Mr. Smith is engaged just now.

Carlson: I see. Well, could I speak to his secretary, please?

Receptionist: Just a moment. I’ll put you through.

Mr. Smith’s secretary: Hello, Mr. Smith’s secretary speaking.

Carlson: Oh, hello. This is Mr. Carlson.

Mr. Smith’s secretary: Good morning, Mr. Carlson.

Carlson: Good morning. I’m just calling to confirm my appointment with Mr. Smith for this afternoon.

Mr. Smith’s secretary: Yes. Mr. Smith is expecting you at 3 o’clock.

Carlson: Fine, I’ll be there at three.

Mr. Smith’s secretary: All right, sir. I’ll tell you him you called.

Carlson: Thank you. Goodbye.

Mr. Smith’s secretary: Goodbye.

Secretary: Good morning! This is the Machinery Import and Export Corporation. Whatcan I do for you?

Secretary: Hold the line, please. I’ll put you through to his office.

(A few seconds later)

Secretary: Sorry, Mr. Wilson isn’t in for the moment. Who is that speaking?

Secretary: Not until eleven, I’m afraid. Will you call back then?

Secretary: Not at all. Hold on a while. Let me fetch a pen and a sheet of paper…OK. Go ahead, please.

Secretary: I’ve put it down. Anything else?

Secretary: That can be done easily. Anything more?

Secretary: You are welcome. I’ll tell Mr. Wilson your call. Smooth journey!

Message for: Mr. Wilson

Message from: Anna Brown from England

Calling time: 2p.m., January 25th

Message: Anna Brown has agreed to your proposal for a joint venture producing sports shoes and she want to know if she can see some of the machines. Please give her a call three days later on 4475 3683 to discuss the details of the proposal.

Secretary: Hello, Mr. Wang, this is Julia. This morning Mr. Simpson, the organizer of International Electronics Trade Fair, called to ask if our company can attend this year’s trade fair.

Manager: In which country will this year’s trade fair be held?

Secretary: London, England.

Manager: What’s the time of it?

Secretary: From 9th to 12th March. Mr. Simpson said that the commendation will be arranged carefully by the organizer for all the representatives.

Manager: That would be nice. Shall we offer conference fees?

Secretary: Yes, it should be 3 000 pounds for each representative attending the trade fair.

Manager: I see. You tell them we’ll attend the trade fair and ask them to fax the details ofit as soon as possible.

Secretary: Yes. I’ll call Mr. Simpson this right now.

Manager: OK, see you.

(A few minutes later)

Secretary: Hello, this is Julia Green from Great Wall Electronics. May I speak to Mr. Simpson?

Mr. Simpson: Good afternoon, Ms. Green. This is Simpson speaking.

Secretary: I’ve called our manger and asked his opinion about attending this trade fair. He said that our company will attend this year’s trade fair.

Mr. Simpson: Great! I’m glad to hear you say so.

Secretary: It’s great honor to be invited, but could you fax us the detailed information about it?

Mr. Simpson: Of course. I’ll arrange my secretary to fax it to you immediately.

Secretary: Thank you very much.

Mr. Simpson: You are welcome and if you have any question, please do not hesitate to contact me.

Secretary: Sure. Good bye.

Receptionist: This is Reservation Department, Jinjiang Hotel. Can I help you?

Secretary: Yes, I’d like to book a double room with telephone extension at your hotel from the afternoon of September 10 to the morning of September 15.

Receptionist: Yes. We do have double room available for those days.

Secretary: What’s the rate, please?

Receptionist: The current rate is $60 per night.

Secretary: What services could you offer?

Receptionist: You’ll have access to the Internet and watch the Digital TV. What’s more,China Dailywill be delivered to your room every day.

Secretary: Pretty good. We also need a reception room for our meetings and is that available too?

Receptionist: Just a moment, please… No problem, we do have a very quiet reception room which could accommodate at least 50 people.

Secretary: OK, is there a discount for company booking?

Receptionist: Yes, we offer a 5% discount.

Li: Hello, This is Li from Chinese Handicraft Company. Can I speak to your manager?

Manager: This is the manager of Walters Trading Company speaking. Can I help you?

Li: I am sorry to bother you, but I’ve seen from the Internet that your company is going to order some Christmas trees for the coming Christmas. Our company happens to produce the product. So, I’m calling to see if there is a chance for us to cooperate with your company.

Manager: Can you please tell me something about your product?

Li: Sure. It’s best on the market. And the price we offer is quite competitive.

Manager: Really? Please send me a brochure your products.

Li: I’d be happy to.

Manager: By the way, how long can we see the samples?

Manager: This is the manager of Walters Trading Company speaking. Can I speak to Li?

Li: This is Li speaking. How about the sample we’ve sent to your company?

Manager: Not bad, But we need you to improve the size. I’ve sent you our requirements through e-mail.

Li: Ok, I’ll improve our products according to your requirements.

Manager: Quite good! Then, I will leave the order to your company. Can you finish the products before December 1st?

Li: No problem. Hope our first cooperation a complete success.

John: Julia, what’s that?

Julia: Well, that is the chart showing our company’s organizational structure.

John: Could you tell me something about it?

Julia: OK. On the top, it is the Board which makes all the important decisions for the company.

John: Does the Board decide who the President is?

John: What does the general manager do?

Julia: He runs the company. He would also pick the vice general managers.

John: How many vice general managers does a company have?

Julia: That depends on the size of the company. Big companies like Ford may have hundreds of vice general managers.

John: Wow. That’s a lot. What kind of job are the vice general managers responsible for?

Julia: They are generally responsible for the development of software, customer services and marketing.

John: The directors are under the general manager?

Julia: Yes, unless he is in the Board of Directors.

John: You already know a lot.

Julia: Just a little.

Since it’s founding in May 1985, through dozen years’ development, Hunan Textiles Imp.& Exp. Corporation has become one large multiple enterprise dealing in import and export of mainly textiles and garments, also light industrial products, arts and crafts, native produce and animal by-products, metals and minerals, chemicals etc., with business range over more that 30 countries and regions. The corporation also expand it’s business scope to garment processing, chemicals production, real estate, warehousing and others. The Corporation has, many times received form the Government honors of ‘Double Excellent in Export and Profit’, ‘Advanced Enterprise in the Construction of Two Civilizations’, ‘Progressive Unit in Foreign Trade’. Many years successively it’s export value ranks one of the 500 biggest in the country. It was elected by Bank of China Hunan Branch the ‘AAA’ credit enterprise every year.

Our main products for export are: various counts of cotton yarn, T/C yarn, R/C yarn, acrylic yarn and other kind of yarn; various kind of grey, bleached, dyed and printed fabrics; various types and styles of knitted underwear and outer garments of 100% cotton, 100% ramieand chemical fiber; 100% cotton face towels, bath towels and terry face cloth; bed sheets of Chinese and western style; bed sheet set of various sizes and specification; various types and styles of men’s, ladies’ and children’s shirts, blouses, jackets, jeans, trousers, pants, overalls, dresses, skirts, suits and others.

Business contacts from all over the world are cordially welcome. “Integrity, Sincerely, Mutual Benefit” is our business motto.

A: How many departments are there in Xerox Corporation, Mr. Allen?

B: We’ve got six. First of all is Production Department, which of course deals with producing the products. It is also responsible for the research and development of new products.

B: Then there’s the Sales Department which does all the buying, selling, preparation and approval of contract. It has to meet customers and suppliers and does all the commodity exchange work. After that, there is the Shipping Department dealing in dispatch and receipt of consignments.

A: Why only shipping? What about the air freight?

B: I am glad you mention that. Of course, we often send goods by air. The name“shipping” is historical; nowadays it should be “transport”.

A: What are the responsibilities of the Mailing Department?

B: It deals with all the cables and telexes, as well as the dispatching of letters and parcels. Mrs. Smith is in charge; you are bound to meet her, though you won’t actually work in her department.

A: And your fifth department, I suppose, is Financial Department?

B: That’s right. This department probably saves the firm as much money as Sales make.

A: How can they do that, just by book-keeping?

B: Oh, I expect they do a lot of other things besides keeping the books, and don’t forget exchange rates. The Financial Department does all the covering of forward exchange; very important in our business.

A: And the final one is the Human Resources Department, am I right?

B: Yes, you are right.

A: I suppose it is in charge of the training of the new employees.

B: Besides this, it is responsible for the recruitment of new employees.

A: I see. Thank you for telling me all of these.

Italy Sidano (International) Home textile & Technology Co., Ltd. is a prior manufactory in home textile area, it’s a professional enterprise which is combined with developing, designing, manufacturing and marketing, besides, it has formed its own brand-advantage.

With its corporate headquarters set in Hong Kong, Nantong Sidano Home Textile Co., Ltd. is authorized of charging manufacturing and marketing affairs in Greater China. Meanwhile, Sidano Home textile has invested RMB 50 million to built a new manufacturing base in the most well-known home textile center-Nantong Dieshiqiao World Home textile Center, which includes 4 000 m²workshop, warehouse, 500 m²classical new products exhibition room, living district, entertaining district, etc. Basing on this, it echoes with Wuhan manufacturing base in Central China and has formed a leading industry zone in home textile area which owns a full industry chain including developing, designing, manufacturing, physical distributing, marketing and training.

If you like Apple iPhone 4 very much, maybe you don’t long for an iPhone 4 of the general public model. Obviously, this time a deluxe version of iphone 4 will be your choice. Nowadays, luxury customization provider Stuart Hughes launches white diamond version of iphone 4 which attracts the world’s full attention to its expensiveness. The total price of white diamond version of iphone 4 will be up to ￡12 995 with 50 units limited worldwide.

Important specifications of iphone4 white diamond version

Network mode: GSM, WCDMA

Appearance design: straight main screen

Size: 3.5 inches, 64*960 pixels

Touch screen: capacitance touch screen, support multipoint touch

Camera pixel: 500 million pixels operating system

Bluetooth transfer: support for Bluetooth 2.1 + A2DP

GPS navigation: support

Keyboard type: virtual QWERTY keyboard

Video play: support MP4/3GP/AVC/AVI…

David: Hello, Laura, Haven’t seen you for ages!

David: Pretty good. I work for a computer company.

David: Yeah, so I’m happy with the work. I’ve heard of that your company is in need of some new computer equipment?

David: Well I might be able to help you there; the company I represent is a major provider of a wide range of quality computer equipment.

David: Because not only do we custom build the equipment to your requirements but ourcomputers and after-sales service is first class.

David: Certainly. We have our own computer specialists and engineers. We can not only build your required systems, but also install all the necessary software and networks.

David: I assure you, you won’t find better. Can I give you a few brochures that will further explain what we can offer?

Tony: I think it’s a good proposal. Nowadays the domestic market has been saturated so our only real prospect of growth is to enter international market.

Phillip: I don’t agree with the chairman. We are not familiar with Chinese people’s consumption custom. We are not sure they will accept this new kind of exercises way, either.

Sara: I think chairman’s proposal is feasible. Chinese economy has been developed greatly since the implement of reform and open policy. Even only a small proportion of Chinese would use exercises machines, its world’s largest population makes it a big market.

Sara: People in the city, I would say. There are more and more people working in offices. They are stressed out at work and don’t have enough time to do outdoor exercises.

Tony: And retired people, many of whom have the habit of doing exercises, can stay at home and use our machines when the weather is not nice.

Tony: OK. We’ll report the research figures as soon as possible.

Mark: Good morning, Mr. Green. I’m Mark Morgan, the marketing consultant. I’m pleased to be your help.

Tony: Good morning, Mr. Morgan. I’m here to consult something about overseas market. I think you have read our development plan that my assistant sent you before.

Mark: Yes. I have studied your plan carefully. Entering Chinese market is really a good development strategy.

Tony: We think so. But Chinese market is strange to us and we are not familiar with Chinese people’s consumption patterns and custom. So we hope your company can do the first stage of market research for us.

Mark: No problem, we’ll try our best. We are going to corporate with a local specialist to do the research. First, we’ll do the questionnaire survey in journals and on the website. We need to find out why Chinese customers buy your products and where they buy, departmentstore, exclusive shop or on the Internet/on-line shopping.

Tony: It’s a good idea and has something to do with our distribution channel.

Mark: We can also test the market by mailing your catalogue and price list to your potential customers to find out their reactions. Of course the result should be better if you can send representatives to attend and show your products in local trade fair.

Tony: It’s a good proposal. Please search the time and place of recent trade fair for us.

Tony: Should we place advertisements in local magazines or newspapers?

Mark: Not necessary at present. It’s our working task of next stage. At that time we not only place advertisement but also arrange some promotion with local agencies, combining purchase incentives with advertising to increase sales.

Tony: How can we handle those promotional programs? Are the methods same as those in domestic market?

Mark: Basically the same, but we need to consider the local preferences, including discounts, samples, gifts, rebates and coupons.

Tony: Good. Next we need to discuss some details. If there is no problem, we’ll sign contract with your company tomorrow.

Mark: Thanks a lot. Wish us a pleasant coorporation.

Tony: Pleasant coorporation.

1. Did you purchase a Pizza Hut’s pizza in the last week?

□ Yes □No □ Unsure

2. The last time you bought a Pizza Hut’s pizza, how was the pizza delivered? (check only one)

□ It’s delivered to your house.

□ It’s delivered to your place of work.

□ Pick it yourself.

□ Eat it at the Pizza parlor.

□ Purchase it some time other way.

3. In your opinion, the taste of a Pizza hut’s pizza is: (check only one)

□ Poor □ Fair □ Good □ Excellent

4. Which of the following toppings do you typically have on your pizza? (Multiple check)

□ Pepper □ Onion □ Sausage

□ Mushroom □ Hot pepper

5. How do you think the speed of Pizza hut’s in-restaurant service once you have ordered?(Check only one)

□ Very Slowly □ Slow □ Average

□ Fast　□ Very fast

6. Please indicate your gender, age and occupation: ___________.

Do you feel tied after a day’s work? Do you want to relax yourself without leaving your room? Do you want to keep your body fit? Then, a Treadmill is needed for you. I will introduce you a Treadmill produced by our company. The machine provides a moving platform with a wide Conveyor belt and an electric motor or a flywheel. The belt moves to the rear allowing a person to walk or run an equal, and necessarily opposite, speed. The rate at which the belt moves is the rate of walking or running. Thus, the speed of running may be controlled and measured. The more expensive, heavy-duty versions are motor-driven. The simpler, lighter, and less expensive versions passively resist the motion, moving only when the walker pushes the belt with their feet.

Date: 12 March, 2012

The purpose of this report is to present and compare the services of Globelink with that of FTD. The two company are our possible new agents for international freight.

Globelink has 25 years’ experience in sea freight worldwide. They offer air freight as well, and we may need that for urgent orders. This company will complete all customs forms and provide all documentations.

FTD operates mainly in Europe. They offer refrigerated shipping and accept small orders,which would be useful for us. However the charges are a bit higher at FTD than at Globelink.

Choosing Globelink will save us work on customs forms and cost less.

It is recommended that Globelink is chosen due to their international network and documentation service.

Import Department of Dafa Co, Ltd.,

Firstly, I am very grateful for your support and concern in the past years.

Thanks to your cooperation and support, our iron business has been developing very well and made excellent achievements. At the same time, we hope that we can maintain this valuable relationship in the future. In 2006, Jingcheng Group made an investment of 100 million yuan in our company which upgraded our corollary equipment and strengthened our service ability.

In order to deepen our cooperation and meet your demands, we plan to hold Iron Transportation Meeting from October 10 to October 20. We sincerely hope the main leaders in your company will be present. Please feel free to call me if you need more information about the meeting.

ROYAL HOTEL: 99*20*2+40*20*2+40*30*2+329*2+289*2+239*2=9 674

GLOBAL: 109*20*2+40*19*2+40*29*2+329*2+189*2+209*2=9 654

ROME HOLIDAY: 129*20*2+40*25*2+40*35*2+359*2+259*2=11 196

Therefore the quote of GLOBAL is most reasonable.

Debbie: Good afternoon. This is Stone PR department calling. My name is Debbie.

Debbie: We’ll have an annual conference in your hotel, so we’d like to book twenty standard suites for two nights, starting from May 10th.

Debbie: We also need a conference room and a seminar room for twenty people. What kind of equipment of the conference room do you have?

Debbie: That’s OK.

Debbie: Sorry, I don’t have the name lists of all our guests, but I was told some of them are couples. I will inform you of the details after I get the exact names of the attendants.

Debbie: And the prices are the same with those on the quotation? I am wondering there is any discount for company booking.

Debbie: Thank you. I’ll send you a written booking contract after I get exact names of the attendants.

8:00——Welcome Reception

8:30——Sing the school song together

8:40——Speech of the representative graduate from the University

9:00——Speech of the important guest

9:30——Watch a video about the development of the University

10:30——Plan for the future development

11:00——Closing remarks

11:20——Lunch time

Good afternoon, ladies and gentlemen. Welcome to the 5th Annual Sales Conference of Great Wall Group. I am David Black and it’s my honor to stand here to hold the conference. This time the conference will last for two days but I promise it won’t be a boring one. The purpose of this meeting is to summarize this year’s sales results of every region and next year’s sales target. As soon as I finish, we’ll come to the first session—regional sales managers givetheir sales reports for their own region.

After the regional managers’ report, we will have lunch together just in this hotel’s dining room and have a short rest. At two o’clock, Stephanie Carter, our guest speaker, will give her presentation on the topicInternational Sales Strategies.After Ms Carter’s speech, all the participants will be divided into three groups to discuss next year’s sales target in seminar rooms.

Tomorrow morning we’ll meet again in the main conference room to share ideas with a feedback session. And that will bring us to the end of the conference and a farewell lunch. I wish you all an enjoyable and successful two days.

Participants: Diego Sanchez, David Lyle, Michiko Makio

Subject: Art commission

CEO would like to commission an artwork for the reception area of the new offices. Budget is $20 000.

DL said the cost of a consultant would have to come out of the budget, so it would be better to do it ourselves.

Final decision: To employ a consultant for only half a day to help get ideas.

What type of artwork? All agreed that a sculpture would be best for the space.

Next step:　MM agreed to make a list of possible artists to present at the next meeting.

DS asked if the work should reflect the image of the company. After discussion it was agreed that it was better to leave the character of the work to the artist himself.

Next meeting: 2 August

Manager: Lucy, I’d like to go through the agenda for Thursday again, just to make surethat everything’s all right.

Manager: Are you sure that the meeting schedule is delivered to each attendant?

Manager: Great. We don’t expect any big problems to happen.

Manager: You’re so right. Mr. Smith pays attention to details, so we need to lay an emphasis on details. By the way, are all the audio-visual equipments ready?

Manager: You’d better check once and again, just to make sure.

Ali: Good morning, sir. I’m from Egypt. I’ve learned your company’s name and address from the Commercial Counselor’s Office of the Chinese Embassy in Egypt. Here is my name card.

Manager: Nice to meet you, Mr. Ali. I’m Liu Yang, manager of the export department.

Ali: It’s my pleasure to meet you, too, Mr. Liu.

Manager: Have a seat, please.

Manager: What can I do for you?

Ali: We are one of the largest textile importers in Egypt. We used to import from India. But now we have a mind to do business with some Chinese corporations.

Manager: I’m glad to hear that. It is just our line. We would be very pleased to start business with you.

Ali: We’re thinking of importing some cotton fabrics. Could you show me some of your products?

Manager: Of course. Here are the catalogues and pattern books. Please have a look at them.

Ali: I think some of the goods may be marketable in our market. Could you give me your best price?

Manager: Yes. Here’s our price sheet. You may find that our prices are very favorable.

Ali: May I know how much commission you usually give?

Manager: We usually give a 2% commission.

Ali: Oh, the rate is really too small. We usually get a 7% commission from the Indian suppliers.

Manager: But you should know the prices we quoted you are very attractive. Any increase in commission would have to be put onto the price and make it less competitive.

Ali: I understand. But since your product is new to our market, we have to send our salesmen to do a lot of work to push the sales of your product. It’ll cost us a lot of money.

Manager: What quantity are you going to order from us?

Ali: As a trial order, I’m going to place an order for 10 000 yards for each pattern.

Manager: OK, to help you push the sales, we will give you a 4% commission. That’s really the best we can do for you.

Ali: Good, let’s make a deal.

Mr. Li: Mr. Morgan, I believe you’ve studied our catalogue and price list. Are you interested in any of our products?

Mr. Morgan: Yes. I’m thinking of buying some T-shirts, but I find your price is on the high side.

Mr. Li: I’m very surprised to hear you say so. I think our price is very favorable. You can hardly get such an attractive price from other suppliers.

Mr. Morgan: I’m not so sure of that. I think it’s difficult for me to push the sales at such a price.

Mr. Li: What’s your proposal then?

Mr. Morgan: I think to get the business done, you should at least reduce the price by 20%.

Mr. Li: We could take a cut on the price if your order is a large one, but a 20% reduction is really more than those we can stand. What quantity are you going to order from us then?

Mr. Morgan: As a trial order, I’ll take 5 000 dozen this time.

Mr. Li: 5 000 dozen is by no means a large order. In that case, the best I can do is to give you a 5% reduction.

Mr. Morgan: That’s a big change from 20%. I really can’t accept that.

Mr. Li: What’s your counter-offer then?

Mr. Morgan: To conclude the deal, I’d say a reduction of at least 15% would help.

Mr. Li: 15% is impossible. That’ll leave us almost no profit.

Mr. Morgan: If that’s the case, I have to go somewhere else to meet my needs.

Mr. Li: How about doing the things this way? You increase your quantity to 8 000 dozen and I’ll give you a 10% reduction.

Mr. Morgan: 8 000 would be too large a figure to be used for a trial. What about 6 000 dozen?

Mr. Li: Well, to encourage future business, I’m prepared to reduce by 10% for 6 000 dozen.

Mr. Morgan: OK. Let’s call it a deal.

Morgan: I’m very glad that we have settled the problem of price and quantity. Now let’s discuss the mode of payment.

Mr. Li: You know very well that we only accept confirmed, irrevocable L/C payable against draft at sight.

Morgan: Could you make an exception and accept D/A or D/P this time?

Mr. Li: I’m afraid not.

Morgan: You know it’s very troublesome to open a letter of credit. Besides, I have to pay a deposit when I open an L/C. It’ll tie up our money and add to the cost of my imports.

Mr. Li: But it’s the rule of the company. I can do nothing about it.

Morgan: It seems I have no alternative but agree to use an L/C. Then when shall I open the L/C?

Mr. Li: Your L/C should reach us a month before the time you want the goods to be delivered.

Morgan: I’m afraid that’ll tie up our money in the bank for too long. Could you effect shipment within 15 days after receipt of our L/C?

Mr. Li: Generally speaking, that won’t do. Because it takes time to get the goods ready and book the shipment space. But to help get round your difficulty, I promise to effect shipment within 20 days after receipt of your L/C. Is that OK?

Morgan: OK. I’ll arrange for the L/C to be opened in your favor as soon as I get home.

Mr. Li: When will that be?

Morgan: Early next month. Another thing, I’d like to put down in the contract that the L/C shall remain valid until the fifteenth day after shipment. You know, sometimes it takes us a week or so to get all the shipment documents ready for presentation and negotiation.

Mr. Li: No problem. That can be done.

Morgan: I’m glad that we have reached an agreement on the method of payment, but I still hope you’ll be more flexible in doing business next time.

Mr. Li: Perhaps after more business between us in the future, we could consider using some other terms of payment. Shall we take our minds off business now and have a cup of coffee?

Morgan: Yes, it’s time we relaxed ourselves.

Morgan: Now let’s discuss the problem of shipment. When is the earliest you can effect shipment?

Mr. Li: I think we can ship the goods in May.

Morgan: Oh, that’ll be too late for us. You know very well that T-shirts are seasonal products. We want to get the goods by the end of May in order to catch the selling season.

Mr. Li: I’m afraid it’ll be very difficult because the manufacturer has received a lot of orders this year.

Morgan: But a timely delivery means a lot to us. If we place our goods on the market at a time when all other importers have already sold theirs at profitable prices, we shall lose out.

Mr. Li: I can fully understand that, but the manufacturer is really fully committed at the moment. The workers are actually working three shifts to meet the heavy demand.

Morgan: If the goods cannot be delivered in April, I’m afraid I have to call the whole deal off.

Mr. Li: Well, I’ll try to meet your requirement. But since your order is quite a large one, I wonder if you can accept partial shipment.

Morgan: I certainly prefer to have the goods shipped in one lot, but if you really cannot do it, I demand half of the goods should be shipped in April.

Mr. Li: OK. The first 3 000 dozen will be delivered in early April and the balance will be delivered in early May. Does that satisfy you?

Morgan: Yes. Thank you for your effort.

Mr. Li: You’re welcome.

乐口福系采用麦乳精、牛乳、可可粉、鲜黄油、鲜鸡蛋等上等原料，以科学的方法精制而成，含有丰富的维生素A、B、C、D2天然有机磷质，具有提神醒脑、增强体质之功效，特别适用于用脑过度、神经衰弱的患者。常饮本品，可以增强机体的免疫能力。本品适宜四季饮用，是老少皆宜的营养饮料，也是馈赠亲友之佳品。

热饮：取两至三茶匙乐口福，然后倒入适量开水，搅拌至完全融化。加入适量的牛奶和糖，味道更佳。

冷饮：取两至三茶匙乐口福，然后倒入适量冷开水，搅拌至完全融化。可再加入适量的鲜牛奶或炼乳，是夏季消暑保健之佳品。

The union at Harrow Printing recently had a labor dispute with the company. It seems that one of the men had got into an argument with a supervisor. After a heated exchange, the man was laid off for ten days. The union objected to this, saying that the penalty was too stiff. The management, however, refused to back down. Since an impasse had been reached, both sides insisted that the labor contract clause calling for automation arbitration be initiated.

As result, an arbitrator was brought in and both sides presented their arguments to him. After evaluating them, the arbitrator agreed with the union that the penalty was too stiff. Five days suspension would have been enough. Since the man had already been laid off for ten days, the firm was directed to reimburse the individual for one week’s back wages. Although the contract called for voluntary arbitration, the company did not hesitate to pay the man. The payroll department was directed to draw up a check immediately.

产品名称：澳帝力螺旋藻

主要成份：纯螺旋藻

净含量：250毫克×2 000片/瓶

食用方法：每日2～3次，每次4～6片

储存方法: 常温、避光、防潮。置于儿童接触不到的地方。

适宜人群：年老体弱、免疫力低下者

注意事项：本品不能代替药物使用

生产日期：见瓶底

2011年3月8日至10日，2011年亚洲国际航空展览会暨论坛将以更宏大的阵容，再度登临香港亚洲国际博览馆，投射出民用和商用航空市场的勃勃发展势头。

2011年亚洲国际航空展览会暨论坛是商用航空业内首屈一指的B2B活动，全面涵盖了几大重要的市场领域——维护、修理和大修、制造、商用航空、飞机内饰以及航空培训。

展会得到了香港特别行政区政府，以及代表国内国际的维护、修理和大修公司利益的官方行业贸易组织——中国民用航空维修协会（CAMAC）的鼎力支持，更获得了来自中国航空运输协会（CATA）和中国民用机场协会（CCAA）这两大最具影响力的行业贸易组织的支持。2011年亚洲国际航空展览会暨论坛不仅是构建重要业务联系的理想平台，也是入举世界发展潜力最大的市场的最佳途径。

香港整个航空业界，包括政府部门、行业组织以及活动组织机构将群策群力，带来一系列精彩活动，以庆祝香港航空业走过百年历程这一里程碑式的重要事件。而这些庆祝活动也将为展会增光添彩，带来更丰富的精彩内容。

中华人民共和国政府（以下简称中国）和××共和国政府（以下简称××国），根据1999年9月14日签定的两国政府贸易和支付协议年度（2000年）的贸易进行了友好协商，达成如下协议；

中国根据需要从××国进口附表“A”所列的商品，总值为××美元。

××共和国根据需要从中国进口附表“B”所列的商品，总值为××美元。

附表“A”和附表“B”为本合同的组成部分，对未列入上述附表内的商品的交换，无限制之意。

两国进出口公司所交换的商品的质量和价格应为双方都能接受，并按照国际市场价格定价。

根据上述贸易和支付协定第16条规定，透支额为××美元。

本合同将于贸易和支付协定生效之日起实施，有效期为一年。

本合同于1999年9月14日在北京签定，一式两份，用中文和英文写成，两种文本具有同等效力。

中华人民共和国政府代表　　　　　　　　　　　　　　　××共和国政府代表

×××（签字）　　　　　　　　　　　　　　　　　　 ×××（签字）

感谢贵公司2010年9月1日的报价（贵公司参考号为9876）。我们经过详细研究和讨论决定，如果每瓶降价2美元，我们将订购贵公司Valley白葡萄酒1 000瓶，其他条件均可接受。至于贵公司的红葡萄酒，我们希望稍后再谈购买一事。

请及时回复为盼。

仿照上述E-mail形式和结构，撰写包含如下内容的E-mail。To: Smith@yahoo.com.cn From: Lilei2008@163.com Date: July 18, 2011 Subject: Request for an Appointment Dear Mr. Smith,

I am scheduled to visit the U.S. on business at the end of this month, and wish to call on you at your office on that occasion.

I will be arriving in Washington on or around August 20 and staying there for about a week. It would be very much appreciated if you would kindly arrange to meet with me either on August 22 or 23, whichever is convenient for you. If neither is convenient, could you please suggest an alternative date by return e-mail?

Thank you in advance for your kind cooperation. I am looking forward to meeting you in Washington soon!

Guangzhou Trading Company

了解如何使用运用打印机、传真机，了解打电话基本礼仪。

A fax is a kind of letter which sends messages through the fax machine. The word of “fax”is the abbreviation of “facsimile”. Like the e-mail, it has become one of the main means in modern business communications. Generally, a fax also consists of two parts.

The heading includes the following contents: organization, address, tel, fax No., e-mail; to, from, date, attn（attention）, fax No. page (s) and re（regarding）.

The layout of the body is like that of a private letter, consisting of heading, salutation, body, close and signature.

Attn（attention）:

Body________________________________________________________________________________________________________________________________

Specimen letter Dear Parveen,

It was good to see you again last week and we are delighted that your silk blouses will be included in our winter catalogue.

As promised, listed below are the points agreed at the meeting.

1. The contract is for the Sheba range of silk blouses in three colors.

2. You will grant us exclusive import rights for the blouses in the UK.

3. The quantity will be 5 000 pieces, with a further option of 3 000.

4. The price per piece will be $5.65 for the first 5 000. You will confirm the price for the optional 3 000 pieces.

5. Payment will be by letter of credit.

6. The initial order will be ready ex factory by 1 August 1999.

I trust you will find this in order. I look forward to your written confirmation in due course.

Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential. Whether you are the front office receptionist or an executive secretary, the following phone tips should always be followed.

1. Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important.

2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.

3. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break.

4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking.

5. Address the Caller properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name.

6. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message. Verify that you have heard and transcribed the message accurately.

7. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the caller.

8. Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up.

9. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.

1. Always identify yourself properly. When calling a client or customer, whether in person or when leaving a message, always identify yourself properly by providing your name, company name and contact telephone number. For example, “Good afternoon Mr. Brown, this is Ms. Brown from Officeskills.org. My telephone number is 408-555-1212.” Always be aware of confidential information when leaving messages. Also, be aware of people around you while talking on the phone. Be discreet!　Someone next to you might overhear confidential information that could negatively affect your business.

2. Avoid leaving long winded messages. Remember, someone has to listen to your message, write it down and then act upon it. Your message may be just one of many messages that need to be handled. It is often a good habit to write down or type out your message in advance. Keep it brief and to the point.

Email写作和打印机、传真机、电话运用

Thanks for your email of April 20th in which you mentioned that you would come to China in early May. As there are more details of business that need to be discussed face to face, we hope to make an appointment with you when you are in China next month. Besides, wewant you to check our latest samples and to study the possibility of exporting them to you.

From your representative in China, we come to know that you will arrive at Hangzhou city and live in the Hyatt Regency. Would you please spare sometime in your stay and let us know when you will be convenient?

We would appreciate your information and are looking forward to our first meeting.

Morning Star Garment Co., Ltd.

One week has passed since you left for the United States. During this period of time, our production activities have been completely normal, and our output has increased by 1% on average in this week. What is more, the coal in urgent need for our production arrived yesterday afternoon just before the end of the work hours; so many people came to help unload the train. And I will tell you inspiring news that ABC Company sent a mail the day before yesterday, asking for the renewal of the purchase contract for another three months and now all the procedures have been gone through.

Wish your visit a success.

Production Department

一、独立翻译下列范文，互相讨论，列出写作基本框架和句型。

我们从驻贵国大使馆商务参赞处得知贵公司的名号和地址，很高兴得知贵公司正寻求中国产棉质T恤。

我们借此机会介绍自己，我们是一家老字号的大型出口企业，专营棉纺织品。我们供应的产品质量一流、经久耐用、价格合理，并因此深受世界各国客户和消费者的欢迎，尤其在北美地区。

我方欲与贵方建立贸易关系，另封邮寄带插图的目录，供贵方参考。

期盼早复，相信通过双方的合作，将来一定能达成交易。

写作基本框架和句型：

1. 阐明获得信息的渠道（channel）和基本信息（basic information）

We come to know/have/obtain your name and address from … that…

Through the courtesy of …, we know that…

With the introduction of …, we are informed that…

2. 介绍自己，说明业务范围、经验状况、产品信息

We would like to take this opportunity to introduce ourselves, we are …

We are one of the major/leading exporters of … .

We specialize in the export of …

We are long-established enterprise with years’ experience in …/dealing with…

The products/commodities we provide/supply are of first-class quality, great craftsmanship,

The goods we produced passed the test of … by the standard of …,

3. 表达建立贸易关系的愿望，及为此而提供的其他资料或材料

We would like to establish/ enter into business relations with you.

We would like to conclude some transactions with you

For your reference, we are enclosing/attaching …

We are sending you, under separate cover, our latest catalogues, sample / sample book/cuttings collections, price list and …

We will send you quotation sheet upon receipt of your specific inquiry

4. 表达希望收到对方的回复和良好的祝愿

We are looking forward to your early reply.

We would appreciate it very much if you send us a favorable reply.

We sincerely hope that substantial business can materialize between us in the future.

Best wishes for you and your company.

二、将下列中文信函翻译成英文，并相互讨论交流。Dear sirs,

We come to know your name and address from the commercial counselor’s office of our consulate in New York and now avail ourselves of this opportunity to write you in hope of establishing friendly business relations with you.

We are one of the super-sized SOEs, specializing in the export of cotton piece bed-sheet. We can accept orders with samples, in which designs for specific products, assortment, specification and packing requirement can be demanded.

To acquaint you with our various cotton piece bed-sheets, we are sending you by separate mail our latest catalogue for you reference. If you are interested in any product, please let us know as soon as possible. We will send the price list and samples for you upon receipt of your specific inquiry.

We are looking forward to your early reply.

仿照上述两封例信的结构，撰写下列任务。

We acquired your name and address from one of our business connections. Now we avail ourselves of this opportunity to approach you in hope of establishing business relations with you.

We are Happy Industrial (Anhui) Corporation Limited, one of the major table-clothmanufacturers in Anhui Province of China. Having engaged in this business for more than twenty years, we are enjoying a good market reputation and our products have been exported to more than 10 countries and regions.

To further expand our market to Canada, we are seeking a potential buyer in your country. And fortunately we have been mentioned about your company—Premium Co., Ltd. We are told that you are one of leading dealers of family decoration in Canada. Therefore, we believe that the cooperation between us will be beneficial to both parties.

Enclosed please find our latest catalogue and pricelist. If you are interested in any item of have any requirement, please write to us.

We are looking forward to your early reply.

Happy Industrial (Anhui) Corporation Ltd.

仿照上述两封例信的结构，撰写下列任务。

We have learned from China Textile & Apparel Trade Show that you are one of the leading companies in the line of men’s shirts in your area. Interested in your display of men’s silk shirt, we have the pleasure of writing to you for the establishment of business relations with you.

Our company is a large dealer in textiles and we believe there is a promising market in our area for moderately priced goods of the kind. At present, we are in the hope of enlarging our business and believing that our cooperation will promote both business and friendship between us. We should be grateful if you would send us your catalogue of your complete range of this type of men’s silk shirt and your export pricelist.

We are looking forward to your early reply.

Simpson Textile Trade Company

以一家本地的纺织服装出口企业业务员的身份寻找一条外国服装零售或进口客户的信息。

（一）通过搜索找到本地一家名为“繁昌县瑞丰服饰有限公司”的制衣企业。位于安徽省芜湖市繁昌县孙村镇轻纺工业园。百度搜索的结果如下：

公司始建于1999年2月，位于孙村镇芜铜路旁，是一家拥有自营进出口权的民营企业，以生产针织服装为主。2008年公司设立了外贸部。公司占地面积7 000平方米，现有工人320人，专用及通用生产设备260台套，具有年产量300万件的生产能力。主要以生产美国、加拿大、澳大利亚、欧盟、日本等国家和地区的订单为主。公司以建立一流服装加工企业为目标，本着“务实、守信、开拓、创新”的经营理念，坚持“质量第一、信誉第一”的服务宗旨，努力实践“完善自我、勇于超越”的精神。公司始终将人文文化的精神寓于科学化的管理，通过强化产品质量控制、追求尽善尽美，做大做强瑞丰服饰。

产品：针织服饰，男女T恤衫、套头衫、裙装等，搜索相关图片，做成一个简单的简介演示稿。

（二）本案例的信息渠道主要通过网络免费的B2B平台，如环球资源网、中国制造网、阿里巴巴、全球外商采购网、中国价格网等。关键词可以选择如 garment buyer, knitting clothes buyer, woven clothes buyer, garment buying leads等。

（三）通过搜索，得知波兰的一家大型时装公司的相关信息LPP SA。写信自我介绍并推销产品，寻求建立贸易关系。

We are one of the major garment manufacturers from China, with years’ experience in supplying various knitting clothes, especially the women’s clothes, for European and US customers. Now we are writing to you in the hope of establishing business relations with you.

We are Ruifeng Garment Co., Ltd., the leading textile corporations in Wuhu city of Anhui province, China, (a few hours’ trip to Shanghai). Our company was founded in 1999 and now has two standard plants and a staff of over 300 employees. With advanced technology, equipment and production management, our factory can meet the need of knitting, printing, andproducing of various clothes as well as developing garment materials.

Through continuous efforts, our commodities now are very popular with many foreign clients, and have been exported to markets like in Australia, US, Spain, France, etc. We enjoy a good reputation for the high quality and reasonable prices of our commodities, the strict execution of orders, and commitment to our business partners and connections.

As LPP SA’s demand for high quality garments matches our business scope and our capability, we believe that there would be some happy and beneficial cooperation between us in the future.

Enclosed are some pictures that we supplied for other clients.

We are looking forward to your early reply.

以本地某外贸公司业务员的身份向美国某化工企业写封询价信，咨询本院操场建设所需进口胶水的价格、交货期限等信息。Dear Sir,

We learn your company from the Internet that you are one of the leading manufactures in the line of chemicals. At present, we are in the market for EPDM rubber granules, for synthetic ring tracks building. It is one–component Polyurethane binder (PU glue), we would be pleased to receive details of polyurethane glue supplied by you, together with prices.

Would you please quote the lowest price CIF Shanghai, stating the earliest date of shipment and terms of payment? We would find it the most helpful if you can provide MSDS and samples for testing.

We look forward to hearing from you soon.

以“任务一”中业务员的身份发送一封符合7“C”原则的报价（报盘）信函给国外服装客商。

（一）报价信函的基本组成

First paragraph: deliver thanks for the inquiry of the buyer, mentioned that you will“making the following offer”. If a firm offer is to be made, the time of validity must be clearly stated, such as “subject to your reply reaching us before the noon of 11th May, our time”.

Second paragraph: quotation for the goods, including those main terms in an order or a contract: name of commodities, quantity, prices, time of shipment, specification and terms of payment. To facilitate the comprehension, it is recommended to draw a table, especially when there is more than one item to be quoted.

Third paragraph: explanation of terms of the quotation, other information or words of stimulation or promotion, products recommendation, etc.

Forth paragraph: express the eagerness of receiving reply, order, or further inquiry.

（二）报价基本计算方法

实际采购成本=供货价格−退税收入

退税收入=供货价格×退税率/(1+增值税率)

FOBC=(实际采购成本+国内费用)/(1−佣金率−利润率−银行费用率)

CFRC=(实际采购成本+国内费用+出口运费)/(1−佣金率−利润率−银行费用率)

CIFC=(实际采购成本+国内费用+出口运费)/(1−110%×保险费率−佣金率−利润率−银行费用率)

（三）我方的报盘信

Thanks for your inquiry of May 3rd. We’ve carefully studied your documents and specification requirements, and feel sure we can manufacture the quality products you want.

For all the four types of men’s shirts (SS7 AE2 LSP KVS), our best quotation for you is US$6.0 /pc FOB Shanghai as the quantity you ordered for each style is not encouraging, which causes the cost rising of fabrics. This price will be valid subject to your confirm by next Monday. The time we need to produce the bulk will be 45 days, therefore, the time of delivery should be at the end of December. We can accept the 100% TT payment, but on the conditionthat a 30% down payment must be given in advance and the rest upon the inspection document.

Please inform us of your inspection standard for the bulk, inspection party and location. If you confirm your price and payment term, we can provide you the fabric swatches immediately.

Ruifeng Apparel Co., Ltd.

以奇瑞汽车出口部业务员身份向巴基斯坦某汽车进口公司写封还盘信，对其提出的汽车还盘价格再次还盘，降价不能超过0.5%。

In reply to your e-mail of August 1, we find it very difficult to comply with. The price we quoted are closely calculated, so we cannot make such concession as you suggested, say 2% reduction. We feel our offer itself is most favorable under the circumstances.

Being the top exporter among Chinese automakers, Chery brand automobiles enjoy a high reputation in the overseas market and the price quoted is relatively favorable. Information indicates that Chery customer loyalty in Pakistanis is growing strong each day and Chery QQ car continues to offer the most comprehensive luxury, safety and quality features available in Pakistan. Since this is our first transaction, we decide, as an exception, to cut the price by 0.5% on purchase of quantities of more than 100 units.

If you think our proposal acceptable, please let us have your order as soon as possible.

一、根据某种商品的市场平均价格，讨论可从哪些方面对本公司出口（或进口）的产品价格进行谈判。

可就产品规格（specification）、数量（quantity）、付款方式（terms of payment）、交货条件（delivery）、包装与装运方式（packing and shipment）、商检与保险（inspection and claim）等事宜进行谈判。

二、根据下列电开信用证，讨论信用证的基本结构和支付流程。

信用证基本结构：

目前信用证的开证和通知方式，都采用SWIFT形式发出。SWIFT是环球同业银行金融电讯协会（Society for Worldwide Interbank Financial Telecommunication）的缩写。该协会为银行提供电讯业务，并为银行编制了唯一的识别代码SWIFT CODE。通过SWIFT电讯服务，银行间可以安全迅速地进行金融业务。SWIFT开立信用证采用固定格式MT700，该格式按照条款内容的性质分门别类，并且以特定的格式书写：条款代码+条款名称+条款内容。

信用证的内容可以分为如下四大类：

一、信用证本身的说明

1. 信用证类型（40A：FORM OF L/C）

其内容常见的有irrevocable(不可撤销的)，documentary(跟单的)，transferable（可转让的），confirmable（保兑的）。

2. 信用证号码和开证日期（20： L/C NUMBER; 31C：DATE OF ISSUE）

信用证日期格式是年月日排序

3. 信用证相关方

a）受益人（59：BENEFICIARY）

b）申请人（50：APPLICANT）

通常是进口人；若进口人是外贸中间商（broker），则申请人有可能是最终用户（end-user）

c）开证行（ISSUING BANK），通常出现在信用证的顶部

d）通知行（57A：ADVISING THROUGH）

该部分也有可能出现在信用证的顶部或尾部。

e）议付行（41D：AVAILABLE WITH/BY）

WITH后是议付行的名称，BY后内容是NEGOTIATION

4. 币种、金额（32B：CURRENCY CODE, AMOUNT）

5. 有效期和到期地点（31D：EXPIRY DATE AND PLACE）

有效期指向议付行或开证行交单的截止日期；到期地点，即交单所在地。

a）汇票付款日期（42C：DRAFTS AT）

如果内容是SIGHT，意思是即期付款；如果内容是30 DAYS AFTER SIGHT，则意思是见票后45天内付款。因此可见，信用证内的汇票付款日期条款表明了该信用证是属于即期、远期或是延期付款。

b）汇票付款人（42A：DRAWEE或DRAWN ON）

汇票付款人基本上是开证行，但是极少数信用证也会规定申请人为汇票付款人。对于这种情况，无需修改信用证，但是必须按信用证规定开出汇票。

二、信用证要求的单据条款（46A：DOCUMENTS REQUIRED）

该条款会详细列明所需单据的名称、份数、出单人以及对单据关键性内容的要求等等。常见的单据有：商业发票、装箱单、产地证、保单、提单等。

需要指出的是，审核信用证的时候，一定要确保所需单据都是无需开证申请人出具、签字或证明的。否则，当对方拒不出具或签字时，我方交单议付就会出现“单证不符”，无法收回货款。作为单证员，要确保信用证所需任何单据，自己可以独立收集整理，不需要依赖客户。

三、信用证的运输及商品描述条款

1. 运输条款包括如下几个部分：

a）否允许分批装运（43P：PARTIAL SHIPMENTS）

b）否允许分批转运（43T：TRANSHIPMENT）

c）始发港（44A: LOADING ON CHARGE）

d）目的港（44B: FOR TRANSPORT TO）

e）装运时间（44C: LATEST DATE OF SHIPMENT）

2. 商品描述条款（45A：DESCRIPTION OF GOODS），具体包括如下几个部分：

a）品名（NAME OF COMMODITY）

b）数量（QUANTITY）

c）单价（UNIT PRICE），单价条款中还会注明价格术语，如USD12.80/PC CIFMONTREAL, CANADA

除此之外，商品描述条款有时候还会引用合同编号，如AS PER SALES CONTRACT NO. FM2389238

1. 附加指示条款（47A：ADDITIONAL INSTRUCTION）

2. 银行费用条款（71B：CHARGES）

3. 是否加以保兑条款(49：CONFIRMATION)

4. 对议付行指示条款（78 INSTRUCTION）

5. 信用证适用法律的相关声明（72 SEND TO REC. INFO.）

支付流程答案：

① 进出口双方在销售合同中约定付款方式为信用证

② 进口人向当地银行B银行（开证行）提出申请，填写开证申请书，参照合同填写各项规定，并交纳押金或抵押，请银行开立以出口人为受益人的信用证

③ B银行根据根据申请书的内容，向出口人（受益人）开出（信开/电开）信用证，并寄交/发给出口人所在地的A银行（通知行）

④ A银行核对印鉴/密押无误后，将信用证交给出口人

⑤ 出口人比对合同审核信用证条款，如果没有不符点，则履行备货、报检、报关、发货等出口程序，并且备齐相关单据，及时送给A银行（议付行），请其代为交单议付。

⑥ A银行将所有单据寄给B银行（付款银行），后者核对无误后，付款给前者。

⑦ A银行告知出口人货款到账，B银行通知进口人付款赎单。

备注：实务中，开证行和付款行往往是由一家银行司职（如上图所示的B银行），同样，通知行和议付行也由一家银行身兼两职（如上图所示的A银行）。另外，议付行一般多半“不再议付”，只是受托向开证行交单索款，承担“交单行”的角色。

三、根据下列包装材料图样填写对应的包装方式

根据公司的价格底线，就某种特定商品多角度与外商进行英文价格磋商。

J=Japan　　C=China

J: We need 3 000 tons of small red beans, with diameter of 5.0 mm and moisture of 13% max.

C: 3 000 tons? Oh, we could offer you 2 000 tons of small red beans, with diameter 5.0 mm and moisture of 13% max and 2 000 tons of small red beans, with diameter of 4.5 mm and moisture of 13% max.

J: We have signed the contract with the middleman and defined the specifications of the bean. So we have to decrease our order to 2 000 tons.

C: I appreciate your efforts toward reaching an agreement. Now, shall we discuss something more concrete?

J: OK. What is your offer for the bean?

C: We are pleased to offer you 2 000 tons of small red beans, with diameter of 5.0 mm and moisture of 13% max at 3.3 yuan each kilogram, FOB Dalian.

J: Thank you very much for your offer, and I’m afraid we found it rather on the high side.

C: I wonder why you think so.

J: The price in the same period of last year is just 2.3 yuan each kilogram. We can’t affordto pay at your price this year.

C: You are certainly right on that. But, there are other factors also influencing the market. This year, the quality of the bean suffered a lot due to the bad weather condition and those with the diameter of 5.0 mm are in a great shortage. What’s more, the beans we sell are directly from field, with few reserves of last year.

J: We have full trust in you and your products. But you should also be aware of the market situation. The prevailing price for the diameter of 5.0 mm is just 2.7 yuan each kilogram. We don’t think we should pay more for your blouses.

C: Because our quality is high, and high quality goods deserve high prices. You wouldn’t disagree on that, would you?

J: Well, it seems a real hard nut to crack.

J: Good afternoon. We have got good new for you.

J: We plan to increase our order to 3 000 tons, with 1 000 tons of small red beans, diameter of 4.5 mm.

C: Thank you so much.

J: We took the risk nevertheless because we felt that our relationship can’t develop without mutual understanding and concessions. So, I hope you will treat this price issue in the same spirit. We demand a 5% discount.

C: We accept your proposal with an eye on our future relationship, but I doubt if we accept 5%, we can’t make any profit.

J: You must be kidding, even at 10% discount, you can still make reasonable profit.

C: 3%, I can’t go any further. I can’t sell our blouses under their real value.

(There is an embarrassing silence.)

J: During the break, we went over what we have already achieved.

J: So I suggest we repeat what we did for the terms of payment and meet each other half way. In other words, let’s split the difference.

C: You mean 4% discount? We have to think about it.

J: At this stage, we don’t think you would like to give everything up due to this 1% difference.

C: That’s true. OK, I’ll take your word for it.

根据下列两种交易状况，为本公司（出口方）要求的付款方式与外方交涉，分别写信要求信用证付款和电汇（30%预付款）付款。

（一）双方第一次合作，金额较大，要求信用证付款。Dear Sirs,

Referring to your email of April 3rd, we appreciate a lot for your interest towards our products and your substantial purchase of Item No. 32.

However, we can’t accept your term of payment by TT for the first time deal between us especially considering the big amount it involves. As usual practice, we would only accept payment by L/C at sight for first cooperation with our clients. Of course, the payment in subsequent deals can be negotiated after the first smooth transaction.

If you confirm our payment term, we can proceed with the rest of the details.

We are looking forward to your early reply.

（二）双方数次合作后，金额不大，对方（进口方）希望电汇付款。

Thank you very much for your repeat order. We noticed that you requested payment by TT to relieve the tie-up of your funds, which we understand totally. In view of our long-term cooperation and the trustful relationship, we accept your proposal on the condition that 30% of the total amount must be paid in advance and the rest 70% be paid upon the inspection document issued by the third party after delivery.

It is the best term we can offer now. Please confirm it and then we can execute your order as soon as possible.

We await your prompt message.

根据下列产品的规格和顾客要求，撰写一封建议相关包装方式并征求买方意见的信函。

In reply to your letter dated 15th July, regarding the subject matter, we wish to advise youof our usual requirements as given below:

The Bicycles will be packed in strong but lightweight crates of one-meter long, 80 centimeters wide. Every part is oiled and wrapped in separated waterproof material, one set of a bicycle in a crate and is secured by iron bands outside the crate. In the crate, you will find a booklet of directions for you to assemble the bicycle.

You may rest assured that special attention has been paid to the packing which we trust will prove satisfactory in every respect to your clients.

We assure you of our continued cooperation, and await your repeat orders.

分组进行价格谈判。

Z=Chinese Textile Corporation　 B=Mr. Brown

Z: Good morning, Mr. Brown. I want to open this morning’s talk by asking if you are interested in our textiles.

B: Yes, Mr. Zhang. We are thinking of placing an order. We hope to conclude substantial business with you if your prices are reasonable.

Z: Mr. Brown, it’s a great pleasure to hear the information you offered. You have seen the exhibits at the Fair. May I know what particular items you are interested in?

B: Besides silk, I’m interested in nearly all of the cotton piece goods, such as T-shirts, men’s shirts, blouses, sport shirts, lounge suits, women’s suits, even bras, bathrobe, pajamas and so on. We are ready to negotiate business on these things with you.

Z: Do you think that they will find a ready market in America?

B: I think they will find a ready market in America, and we won’t have difficulties in the sale of these items. As you know, people in the Europe and America have been tried of wearing synthetic fabrics. There is a tendency that more and more people like to buy cotton piece goods and silks.

Z: As many people say, time proves that natural things are better than man-made ones. Wearing silks and cotton piece goods makes you comfortable.

B: Now, here is a list of my requirements. If the quality of your goods exported is as good as that of the samples displayed, and the prices are reasonable, we expect to place regularorders for fairly large numbers.

Z: Mr. Brown, I can assure you of our fine quality and reasonable prices. Here is our latest quotation sheets, and you will see that our prices are most competitive.

B: Mr. Zhang, can you give us an indication of your prices about these goods?

Z: Thank you for your inquiry. But on what basis are we to offer, F.O.B. or C.I.F.?

B: I’d like to have your lowest quotation on C.I.F. San Francisco.

就支付方式进行案例分析。

（一）出口公司B虽然最终结汇，但是过程一波三折。给单证员的警示是：应该提高效率，尽早缮制单据并交单议付，以便给自己在时间上留有余地。另外，做信用证就必须认真仔细，忌麻痹大意。即便与客户关系很好，肯定不会遭受拒付，也必须留意，毕竟开证行对不符点都会收费。遇到不符且时间来不及的时候，应积极与交单行和客户联系，商谈对策，争取免遭拒付。

（二）信用证要求严格的单证一致，本案例中，若货物未能交由信用证修改书指定的轮船装载，或是向开证行议付时缺乏买方的信用证修改书，这实际都造成了“单证不符”，卖方都可能因此遭到拒付。即便得到了买方的口头承诺—买方可以不受信用证该特别条款的约束，卖方仍然面临货款两空的风险。

实际操作中，如果确实不得已，在确认买方会接受的前提下，可以“不符点交单”，卖方承担不符点扣款，完成信用证。但这样做的风险很大，万一买方不接受或中途变卦，卖方难免蒙受损失。所以不符点交单要特别慎用。出现此情形的时候，最好先与卖方联系，请他们确认接受不符点。最好请买方出具“公司信”（office letter，一种抬头落款齐全，内容完整的正式商业信函），届时提供给国外开证行。如果有国内银行议付的话，更稳妥的方法是采取“电提不符点”，即由议付行通过SWIFT接洽开证行，告知不符点，请开证行与买方（开证申请人）联系，让买方向开证行确认接受不符点，开证行再向国内议付行确认。

（三）近年来，无论国内贸易还是国际贸易，赊销结算方式日渐盛行。以国际贸易为例，L/C（信用证）的使用率已经降至16%，在发达国家已降到10%以下，赊销基本上取代了信用证成为主流结算方式。而在赊销贸易下，企业对应收账款的管理和融资需求正是保理业务发展的基础。

国际保理（International Factoring）又称为承购应收账款。指在以商业信用出口货物时（如以D/A作为付款方式），出口商交货后把应收账款的发票和装运单据转让给保理商，即可取得应收取的大部分贷款，日后一旦发生进口商不付或逾期付款，则由保理商承担付款责任，在保理业务中，保理商承担第一付款责任。

国际保理服务的范围主要有：资金服务、信用保险服务、管理服务、资信调查服务等。出口保理作为一种价廉高效的结算方式，帮助公司抓住了出口机遇，改善了公司的资金流动性，减少了坏账，同时也节省了用于销售分户账管理、资信调查、账款回收等管理费用。

就包装方式进行讨论。

1. Packing bales mainly for textiles, like fabrics, garments, cloth and other flexible stuff.

2. Polybag is used frequently for many items to prevent the content from being contaminated by dirt and water.

3. Carton is used commonly for many commodities to make it easy to be handled and transported in numbers. (and it is environment-friendly)

4. Liners have different purpose when applied to different package, egg-crate is to keep eggs safe in the box; paper-lined box is to reduce the moisture; foam-stuffed box is to prevent the content from being damaged by rough handling in transit. Polybag liner is water-proof and air-proof.

5. Wooden case is used in many cases. Big wooden cases are used for heavy stuff, like motorcycle, statue, etc. it is beautiful and stable and can be recycled and used repeatedly.

6. Packing strap is to strengthen the package from outside.

7. Iron drum is to contain liquid stuff or chemicals.

Thanks for your inquiry of September 1st, in which you asked about our packing method and packaging materials for export. Now we take pleasure in illustrating the question you concerned.

1. The sales package has two selections: corrugated carton box and iron tin. The inner packing is aluminum foil bag which is water and moisture proof. The specification is 200g net per package.

2. The transportation package for the bulk has three options: angle-wrapped iron box, corrugated carton, and Kraft liner carton. All the boxes and cartons are lined with and wrapped around inside by aluminum foil paper and Kraft paper. Use the Kraft paper strap to seal theinner package. Use gunny cloth to wrap the box or carton outside and stitch the cloth together to make it attached to the package closely. Use iron straps to cross bundle the package finally. The water ratio of the carton material is required to be 10% - 15%. The specification is 30kg net per package.

We have run this business for years and exported our products to many countries, so we feel confident that our commodity will be satisfactory to you as well. If you have any other questions, please write us and we will be happy to make a reply.

就装运事项进行分析和磋商

Through one of our business relations we obtained your name and email address. We are one of the major garment manufacturers from China, with years’ experience in supplying various clothes, especially the women’s knitting clothes, for European and US customers. Now we are writing you in the hope of establishing business relations with you.

We are Ruifeng Garment Co., Ltd., the leading textile corporations in Wuhu city of Anhui province, China. Our company was founded in 1999 and now has two standard plants and a staff of over 300 employees.

Through continuous efforts, our commodities now are very popular with many foreign clients, and have been exported to markets like Australia, the US, Spain, France, etc. We enjoy a good reputation for the high quality and reasonable prices of our commodities, and commitment to our business partners and connections.

As Zara’s demand for high quality garments falls within our business scope and our capability, we believe that there would be some happy and beneficial cooperation between us in the future. To our understanding, Zara succeeds for many reasons but the fast supplying chain system is one of the major factors. We know that you would request delivery of the bulk in 7−15 days and that require high efficiency in every steps of garment production. Fortunately, we own the efficiency you are looking for: an attached fabric plant, fast moulding and dyeing system, first-class cutting, knitting (or weaving) and packing workshop, advanced equipment,experienced workers and QC system. With your designs picture or samples, we can process material and produce bulk in a speed that meets your target delivery time. We sincerely hope you could pay a visit to our factory or place a trial order at first.

Enclosed please find some pictures of the clothes that we supplied for other clients of fashion makers.

We are looking forward to your early reply.

Ruifeng Garment Co., Ltd.

采购商: 沃尔玛

国家或地区：美国

采购商规模：500强

网址：http://www.walmart.com

采购清单（部分）：

休闲服、童装、风衣及夹克、牛仔裤、裙装、晚装、布料、内衣、男装、窗帘、床上用品、毛巾、箱包、野外露营用品、装饰品、日用品、文具、台布、浴室用品、洗衣用具、洗涤用品、眼镜、食品、五金、卫生用品、水果和蔬菜、室外家具，包括室外桌椅、装饰物，花盆、婴儿车、门垫、地垫/组合地垫、坐垫/靠垫、地毯、运动器材、自行车、刀具、陶瓷/粗陶器、烹饪器皿、陶盆、平底锅、玻璃器皿、饮水玻璃杯、圣诞节灯泡、轻便绳索、蜡烛、玩具、教具、木质玩具、长毛绒玩具、烤面包片机、咖啡机、电饭锅、干发机、理发推子、数字影碟播放机、平板电视、电脑显示屏、电脑配件、鼠标、键盘、电力工具、保险箱、马桶座圈、淋浴房、水龙头、室内家具、办公器具、女式、男式、儿童短裤/长裤、女式衬衫、男式衬衫、女式男式针织品、女式，男式鞋和儿童鞋

电动工具、插座、插座延长线、无电源手电筒、电池、发电机、落地灯、不锈钢餐具、塑料收藏盒、浴室配件、DIY 灯泡、婴儿监视器、体秤、蜡烛、熨衣板、室内家具、相册、CD架、相册、圣诞装饰品、圣诞装饰灯、圣诞装饰球、圣诞树、露营家具、真空水瓶（铝/塑料/不锈钢）、电动滑板车、电动自行车、ABS箱包、帐篷、木制家具（园艺用品）、充气床垫/充气产品、旅游用冷藏箱、铝制家具（园艺用品）、园艺汽油用具、园艺电动用具、电动草坪机、宠物用便盆与附件、园艺灯具、园艺太阳能产品、汽车坐垫、汽车遮阳板、汽车套、方向盘套、汽车点火器、汽车点火线、汽车喇叭、阳伞

一、根据下列成交条件（中文），缮制一份订单（英文），讨论分析订单的主要组成部分。

二、根据下列英文订单，填制一份中英文对照的合同。讨论分析合同的基本结构。

三、根据下列合同，审核信用证，并写出信用证修改函。信用证修改函Dear Sirs,

While we thank you for your L/C No. CN0869, we have found some points not in conformity with the terms in our contract No. 2011/1216. Thus, we regret to ask you to amend it as follows:

1. Insert “C2%” after CIF.

2. Add “5% more or less is allowed both for total quantity and amount”.

3. Delete “Partial shipments and” from the shipment clause.

4. The amount in words should read “Say Two Hundred and Twelve Thousand Five Hundred US Dollars Only”We thank you in advance for your cooperation. Yours faithfully,

四、根据合同条款和装运要求，填写订舱委托书。

五、根据合同条款和保险要求，填写保险单。

根据一则中文商品订购信息，要求学生缮制一份英文订单。

根据双方订立的合同条款，为本公司（进口方）填写信用证申请函。

根据海运提单，向买方撰写装运通知，提醒及时到港提货。

We are pleased to inform you that the captioned goods under our contract No. 4434 have now been shipped by air flight KE855 dispatched on Jun 17th from K.LUMPUR, MALAYSIA to QINGDAO, CHINA.

Copies of the relative air waybill and documents are enclosed, thus you may find no trouble in taking delivery of the goods when they arrive.

We hope this shipment will reach you in time and turn out to be your entire satisfaction.

订单分析和回函

感谢贵方2011年5月23日来函，我方感谢你们作出的让步，并接受你们修改后的价格，现很高兴确认下列订单：

总金额：1 058 000美元（美元一百零五万八千元整）

包装：用塑料袋包装，每袋一套，一百袋装一木箱，八万套装一20英尺集装箱。

付款：凭不可撤销即期跟单信用证付款

装运：因我方急需此货，请在收到此订单起40天内发货

随附编号为2011/0523 的购货合同一式两份，请签退一份供我方存档。

2. 撰写接受的信函

Thank you for your order and enclosed contract of your last letter. We acknowledge and accept your order and have signed and send you one copy of the contract. Please arrange to apply for the L/C immediately so that we can work on your order in time.

3. 撰写回绝此订单的信函，并说明理由

Thank you very much for your order and contract. However, due to the sharp increasing of the prices of raw materials in recent few days, we can’t accept your order now at the prices previously quoted. It is because the flood that caused the shortage of raw materials for our suppliers, which results in an updated quotation in the market. Please understand the situation and refer to our latest pricelist enclosed herewith.

We are sorry for this current situation and hope it won’t affect our cooperation in the future.

（除非另有规定，“FOB”、“CFR”和“CIF”均应依照国际商会制定的《2000年国际贸易术语解释通则》（INCOTERMS 2000)办理。

The terms FOB，CFR，or CIF shall be subject to the International Rules for the Interpretation of Trade Terms (INCOTERMS 2000) provided by International Chamber of Commerce (ICC) unless otherwise stipulated herein.)

5. 允许溢短装　 More or Less: not allowed

6. 装运条款：shipping terms

唛头Shipping Mark:

装运期限　Time of Shipment: July, 2011

7. 付款条件　Terms of Payment：

买方须于2011年6月20日前将保兑的、不可撤销的、可转让的、可分割的即期付款信用证开到卖方，该信用证的有效期延至装运期后 15天在中国到期，并必须注明允许分批装运和转船。

By Confirmed, Irrevocable, Transferable and Divisible L/C to be available by sight draft to reach the Seller before June 20, 2011 and to remain valid for negotiation in China until 15days after the Time of Shipment. The L/C must specify that transshipment and partial shipments are allowed.

买方未在规定的时间内开出信用证，卖方有权发出通知取消本合同，或接受买方对本合同未执行的全部或部份，或对因此遭受的损失提出索赔。

The Buyer shall establish a Letter of Credit before the above-stipulated time, failing which, the Seller shall have the right to rescind this Contract upon the arrival of the notice at Buyer or to accept whole or part of this Contract non fulfilled by the Buyer, or to lodge a claim for the direct losses sustained, if any.

8. 包装　用塑料袋包装，每袋一件，每四打装一个标准出口纸箱

Each to be packed in a polythene bag, and 4 doz. to a standard export carton

9. 保险　　Insurance:

凡以CIF条件成效的业务，保额为发票价的110%，投保险别以本售货确认书中所开列的为限，买方如要求增加保额或保险范围应以装船前经售方同意，因此而增长率加的保险费由买方负责。

For transactions concluded on C.I.F basis it is understood that the insurance amount will be for 110% of the invoice value against the risks specified in the Sales Confirmation, if additional insurance amount or coverage is required, the Buyer must have the consent of the Seller before shipment, and the additional premium is to be borne by the Buyer.

10. 品质/数量异议 Quality/Quantity discrepancy：

如买方提出索赔，凡属品质异议须于货到目的口岸之日起30天内提出，凡属数量异议须于货到目的口岸之日起15天内提出，对所装货物所提任何异议于保险公司、轮船公司、其他有关运输机构或邮递机构所负责者，卖方不负任何责任。

In case of quality discrepancy, claim should be filed by the Buyer within 30 days after the arrival of the goods at port of destination, while for quantity discrepancy, claim should be filed by the Buyer within 15 days after the arrival of the goods at port of destination. It is understood that the Seller shall not be liable for any discrepancy of the goods shipped due to causes for which the Insurance Company, Shipping Company, other Transportation Organization /or Post Office are liable.

11. 由于发生人力不可抗拒的原因，致使本合约不能履行，部分或全部商品延误交货，卖方概不负责。本合同所指的不可抗力系指不可干预、不能避免且不能克服的客观情况。

The Seller shall not be held responsible for failure or delay in delivery of the entire lot or a portion of the goods under this Sales Contract in consequence of any Force Majeure incidents which might occur. Force Majeure as referred to in this contract means unforeseeable, unavoidable and insurmountable objective conditions.

12. 争议的解决　Dispute Resolution:

凡因本合同引起的或与本合同有关的任何争议，均应提交中国国际经济贸易仲裁委员会华南分会，按照申请仲裁时该会实施的仲裁规则进行仲裁。仲裁裁决是终局的，对双方均有约束力。

Any dispute arising from or in connection with this contract shall be submitted to China International Economic and Trade Arbitration Commission, South China Sub-Commission for arbitration, which shall be conducted in accordance with the Commission’s arbitration rules in effect at the time of applying for arbitration. The arbitral award is final and binding upon both parties.

13. 通知：Notices：

所有通知用英文写成，并按照如下地址用传真/电子邮件/快件送达给各方。如果地址有变更，一方应在变更后 2日内书面通知另一方。

All notice shall be written in　English and served to both parties by fax/e-mail / courier according to the following addresses. If any changes of the addresses occur, one party shall inform the other party of the change of address within　2 days after the change.

14. 本合同为中英文两种文本，两种文本具有同等效力。本合同一式二份。自双方签字（盖章）之日起生效。

This Contract is executed in two counterparts each in Chinese and English, each of which shall be deemed equally authentic. This Contract is in　two copies effective since being signed/sealed by both parties.

信用证有效期和地点分别是?

议付的单据有哪些?对于各个单据，信用证具体有何要求？

装运时间及装运方式是什么?

审核、修改信用证

Thank you for your L/C No.10-1375, but we regret to say that we have found a number of discrepancies in it. Pls amend the L/C as follows:

1. “Messer J.Handerson & Co.” should read “Chartered Bank, New York, USA”.

2. “USD 51 500 (SAY US DOLLARS FIFTY ONE THOUSAND FIVE HUNDRED ONLY)should read “USD 52 500 (SAY US DOLLARS FIFTY TWO THOUSAND FIVE HUNDRED ONLY) ”

3. “at 60 days after sight” should read “at sight”

4. “with partial shipments and transshipment prohibited” should read “with partial shipments prohibited and transshipment allowed”

5. Add “Unit Price at USD 52.50 CIFC3% New York”

Your early amendment to the L/C will be highly appreciated.

Anhui Best Imp. & Exp. Co. Ltd.

With reference to our S/C No.3497, we need your assistance regarding the insurance.

We shall appreciate it if you, on our behalf, cover the goods against All Risks and War Risk for 130% of the contract value, the premium to be for our account. Premium will be refunded to you upon receipt of your sight draft or debit note.

一、翻译下列索赔信，并讨论索赔信的基本结构和句型。

我方遗憾地告之贵方，我们昨天查验的第123号订单的一批男士裤装受到了损坏，对此我们要求赔偿。

裤装的包装箱受到严重损坏，看上去在运输途中似乎被打开过。经过与你方第01086号发票核对，我方发现丢失了100多条裤子，价值9万日元。

由于纸箱内一片狼藉，其他服装有不少被压皱或玷污，难以作为新装上市。

由于此单是以CIF价格成交，你方最好就赔偿事宜尽早与保险公司和代理人联系。

随信附上丢失与受损的服装清单，以及由独立第三方出具的检验报告。该批货物将暂时搁置。若贵方希望继续交易，则需要赔偿我方二十万日元的损失，这笔钱将从未付的 60%的货款中扣除。若贵方想要回商品，则需要返还我方预付款和失去的潜在利润。恭候你方下一步处理意见。

基本结构和句型：

1. 很遗憾地告诉对方发现的损失情况

We regret to inform you that … when we examined…

Upon the inspection report, we regret to know that …

2. 详细说明损失的原因和受损的金额

The whole lot was stained because of the broken package…

It looked like they had been opened in transit…

It was burned… /damped…/broken

The parts are not in conformity with the samples…

The damage caused losses amounting to US $5 000.

We are suffered from a total loss of this business and our reputation among clients.

3. 提出索赔方案

We are asking for a compensation of …

We will only remit part of the under payment.

We will send you a debit note of USD… for the compensation.

We request you send us the right commodity immediately with 10% discount.

二、翻译下列理赔信，并讨论其基本结构和句型。

第FA1770854号销售确认书项下发往青岛的1 500箱蘑菇罐头，由 “永丰”轮于9月10日运抵，提货时发现少了145箱。汽船公司告诉我们只有1 355箱装上船。

因为短少数目大，请在交付最后三个品种时，将这145箱补交。请你们核对一下，是否1 500箱那时在装运港全都装上了船。

While handling disputes, complaints, and claims, we must handle complaints or claims in accordance with the principle of “on the first ground, to our advantage and with restraint” and settle them amicably to the satisfaction of all parties concerned.

Dealing with complaints or claims:

1. The first thing that has to be decided is whether the complaint is justified.

2. If so, then you have to admit it readily, express your regret and promise to put the matter right.

3. If the complaint is not justified, point out politely and in an agreeable manner. It would be wrong policy to refuse the claim offhand.

4. If you cannot deal with a complaint promptly, acknowledge it at once. Explain that you are looking into it and that you will send a full reply later.

5. All complaints should be treated as serious matters and thoroughly investigated.

6. Letters concerning disputes should be written tactfully and reasonably. They must be confined to a statement of facts and insist on the absolute truth.

仿照上述信函，根据以下内容，撰写一封申诉信和索赔信。

We have received the goods of our Order No. 201104 for 200 cases Men’s shirts. However, much to our regret we have to inform you that we received serious complaints from our buyers. They stated that the goods are much inferior in fabric quality and a number of pieces are not woven according to the specification submitted by us. Some of their purchases have been refunded.

We want to settle the matter amicably, otherwise we will put the matter before the local Chamber of Commerce for arbitration. You have to solve all the problems.

We are looking forward to your best attention to the matter.

We have duly received the goods of our Order No. 2314 for 10 000 pcs of cotton bed-sheets and pillow cases. But we regret to say that the goods we received are not up to our standard and they are quite unsalable in this market.

Therefore, we have suffered a great loss from our clients’ failure to purchase this goods. They decided to seek for other resources.

Under this circumstance, we have to make a claim with you as follows:

Claim Number　　　Claim for　　　　Claim Amount

AB-12　　　　　　 Quality problem　　　US$50 000

We feel sure that you will settle this claim with your sincere consideration and solve the problem at an early date.

根据上述信函内容，撰写一封理赔信，并表达改善关系的愿望。

After receiving your letter dated XXX lodging claim with us for the quality of the 10 000 pcs of cotton bed-sheets and pillow cases under Order No. 2314, we sent a representative to investigate this matter and found that it was a mistake made by our staff at the workshop.

We are extremely sorry for the losses you have suffered; we are prepared to accept yourclaim and agree to compensate you by US$50 000.

We greatly regret the inconvenience caused by the errors and offer our sincere apologies. Please be assured that in our future business, we will take great measures to ensure nothing like this to happen again. We hope this matter will not affect your good opinion about us.

In this case, the inspection standard for the garment required by the buyer at the export port is AQL 1.5 for major and AQL 4.0 for minor. It means that the inspection standard for the bulk as a whole is AQL 1.5 and for the small order or a few rest shipment is AQL 4.0. The number of the goods selected out of the order for inspection and the acceptance level depend on the number of the goods being ordered.

撰写、处理申诉信和索赔信。

进口组索赔信函（或拒收、拒付）

We regret to inform you that the bulk you produced for our order is not up to the standard in the inspection at the port of loading. The inspection report issued by independent third party, which will be faxed to you soon, is the proof. According to AQL 1.5 and the quantity of 5 000 pieces ordered, the maximum failed products should be no more than 7 pieces out of the inspected 200 pieces. However, the report shows a total of 10 pieces failed.

We are asking that the whole bulk be re-examined thoroughly by you in 7 days. You should select out all the products that are not up to the standard and make all the 5 000 pieces qualified. We will re-inspect them at the port.

At present, for the delay of the shipment, we are claiming for compensation of USD2 000 demurrage charge for the 7 days. And if the bulk fails against in the re-inspection, we will cancel the contract and you should return us the 30% down payment and extra compensation of USD10 000 for our potential profit.

We trust you will settle the matter well and reply us promptly.

出口组回复信函

We are terribly sorry for what happened to your order. After examining the inspection report, we feel regretful to your loss and the humiliating inspection result. It has always been our commitment to provide qualified products for our clients, especially the long-term cooperation partner like you. However, after our investigation, we find that some of those products were produced by some workers newly recruited and therefore it caused the possibility of inspection failure.

We are reacting immediately towards your information and are doing an assessment right now. We will advise you of our settlement and remedies in 24 hours and we feel sure it will be satisfactory to you. Meanwhile, we have already asked our forwarder to send back the dispatch and will re-examine them as carefully as we could.

We will send you all 5 000 pieces qualified products in 7 days.

We apologize again for the inspection and our negligence.

We are very sorry to learn from your letter of October 19 that our shipment covering your order No. 2314 was found defective.

Upon investigation we have discovered that defective goods sometimes filter in despite rigorous inspection prior to shipment. We protested very severely to the manufacture with whom your order was placed. They deeply apologize for the matter and assure that they shall never allow such carelessness to happen in the future. As a settlement we have arranged to reship the whole goods by the first available ship with a special discount of 7% off the invoice amount.

We add our apology for your trouble and promise to execute your orders in the future with maximum care. We hope this unpleasant case will not cast a shadow on our future business.

Thank you for your letter of 20 May. We do appreciate your looking into the matter as soon as possible. We accept your settlement to our claim. Please assure that you can make up the high quality consignment of replacements and pack them with great care, which should reach us shortly. We hope this unfortunate accident will not affect business between us.

一、小组内两人扮演出口方，两人进口方。模拟去机场接机，帮助在酒店登记入住，陪客人游览当地景点

机场接机情景模拟

情形1：第一次和客户见面

A: Excuse me! Are you Mr. Richardson?

B: Yes, that’s right.

A: How do you do, Mr. Richardson? My name is Tom Lee, the sales manager of the ABC company.

B: How do you do, Mr. Li? Glad to meet you.

A: Me too, I came to pick you up to your hotel.

B: Thank you very much.

A: How was your trip?

B: No, not very good. I was got air.

A: Do you feel better now?

B: Yes, but I feel very tired, because it’s a very long trip.

A: Let’s go. Let’s get you checked in the hotel/Let’s go and check in the hotel.

A: Let me help you with your luggage.

B: Thank you. It’s very weight.

A: This way please, my car is outside.

A: Please wait for me here, I am going to the parting lot to drive my car.

A: Let’s go to the parking lot directly, because it is not convenient here.

B: Of course, no problem.

情形2：和老客户见面

A: Hello! Mr. Brown, glad to see you again.

B: Hello! Lisa, how are you?

A: Very fine, thank you, and you?

A: How is/are your family?

B: They are fine, thank you.

A: How is your business?

B: Very good/just so so/not very good/not bad/It’s the same as usual.

A: How was your trip?

B: Very good, but I am a little tired, because it’s a long trip.

C=Front Office Clerk　　G=Guest

C: Good afternoon. Welcome to XX hotel. May I help you?

G: Yes, I’d like check-in, please.

C: Certainly, Sir. May I have your name, please?

G: I’m Laurence Brown.

C: Do you have reservation with us. Mr. Brown?

G: Yes, from tonight.

C: Just a moment please. I’ll check our reservation record. (After a while) Thank you for waiting, Mr. Brown. Your reservation is for a twin from March 5th to 7th for three nights. Is that right?

C: Could you fill out the registration form, please?

C: How would you like to make payment?

C: May I take a print of the card, please?

G: Sure, here you are.

C：Thank you, Mr. Brown. Your room number is 2 809. That’s on the 8th floor. A bellman will show you the room. Please enjoy your stay.

现场模拟介绍当地著名景区示范文：

导游词：（带客人游览南京玄武湖）

Hello everybody! Welcome to Nanjing. My name is Percy. It is my honor and privilege to be your tour guide. I will spare no efforts to make you comfortable and happy during this trip. If you have some questions or want some help, please feel free to contact me.

On our way to the destination, I’d like to give you a brief introduction of Xuanwu Lake. Xuanwu Lake is in the central-northeast part of Nanjing, it nears Nanjing Railway Station and Ji Ming Temple. It is surrounded by three mountains in three directions: the Zijing mountain to the east, the Jizhao mountain and Fuzhou mountain to the south and the Mufu mountain to the north. The Ming city wall borders the park to its south and east. The lake covers 472 hectares. Xuanwu Lake is one of Nanjing Zhongshan state-level scenic spots and an important part of the national AAAA class tourist attractions. It is the largest comprehensive park in Nanjing with the function of entertainment, leisure and exercise. So beautiful it is, Xuanwu Lake can be compared with the West Lake in Hangzhou. Now, we arrive at the gate of the park.　Please get off the bus one by one, then I will show you around the park.　Now, let’s begin our trip. Xuanwu Lake contains five oasis’s, namely Huan Zhou, Ying Zhou, Liang Zhou, Cui Zhou and Ling Zhou. Now we are walking along the circle-shaped road which leads us to the first oasis—Huan Zhou. There are lakeside rocks and rockeries in the oasis, which shows the beauty of garden architecture in southern China. Among those rocks, the “Guanyin and Tongzi”. are the most famous. They are heritages of the Zhongshan Amir Xuda during the Ming Dynasty. Besides, There are Lama Temple and Nuona pagoda in this part.

Please follow me! Let’s walk across this bridge, and here it is. We are now at Ying Zhou. It is an oasis in an oasis and it gained its name for its beautiful cherry flowers growing all around. Every spring flowers bloom, which attracts millions of tourists. Let’s move to nextscenic spot, Liang Zhou. During the Liang Dynasty, prince Liangzhaoming built a terrace for reading in this oasis, which gave it its name. It was said that prince Liang gathered thirty thousand books and called for many scholars and talents to write essays. At last, they worked out the first analects of poems and essays which exerted a great impact on the study and development of literature. Unfortunately, prince Liang died of uncured disease early. People named the oasis Liang Zhou to honor this hard-working prince. I want to mention that Liang Zhou is the most beautiful oasis among the rest four oasis’s. You can find Lake Temple, Lansheng Tower, Lotus pavilion, Taoran pavilion and other historical sites here. You will appreciate the charms of natural landscape, especially the lotus pond.

Cui Zhou is to the east of Liang Zhou. It is characterized by its green pines, cypresses, bamboo and willow. Besides, Music terrace and outdoor theater can be found here. What we are seeing now is the central oasis—Ling Zhou. It borders Zhongshan mountain in the east, which gives it inviting views. There is a bird park in the oasis and it is the largest bird park in China. More than ten thousand rare birds are protected in this park. You can not only see a large number of beautiful and exotic birds but also watch bird performances in the park. You can even feed some birds in person.

Now, it’s your time! You can walk around the Xuanwu Lake freely and enjoy the scenery as you like. I hope you enjoy your time here! Two hours later, we’ll meet at the gate of the park. By the way, please put an eye on your luggage and don’t forget the time.

二、模拟带客人参观工厂，讲解某种产品。

A=Mr. Brown　　B=Miss Huang

A: How crowded it is with the people!

B: The fair has been held once a year since 1988. Many visitors come to the Fair every year. Last year we had more than 10 000 visitors. This year, the number of visitors is expected to increase.

A: You call them visitors, but they are really sellers and buyers.

B: Yes. The Fair has become very important in our foreign trade. There are about 20 000 new products on display. Visitors can trade on samples.

A: You can sit down to have a business talk with the sellers in his booth and buy something you like, right?

B: Yeah, many Chinese foreign trade companies come here and do both import and export business here.

A: What if I just want to lodge a claim with the seller?

B: You can meet suppliers all over China to discuss problems like this.

A: Oh, it’s very convenient.

B: Here is the hall for light industry products. They mainly include textiles, handicrafts, bikes, wrist watches, sewing machines, photographic materials, transistor radios, electronic computers, TV sets, paper, food, leather and so on. In recent years, the output of light industrial products in our province has gone up rapidly, and the quality has greatly improved.

A: What a beautiful display of textiles!

B: The textile industry in this province has developed rapidly. The annual production of cotton, wool, silk, knitted goods and synthetic fibers has increased by a big margin since we began to practice our new policy of reform and opening up in 1980.

A: I was told that the silk industry in this province has a long history, and Hunan embroidery is well-know all over the world.

B: Hunan embroidery is a well-known specialty of our province. In recent years the workers and technicians in the embroidery industry have been trying hard to produce many new products with various colors and patterns in order to meet the growing demand at home and abroad.

A: You export a lot of silk, I suppose.

B: Yes, especially the Hunan embroidery. It sells very well abroad.

A: I’ll make a large order of the silk and the products of Hunan embroidery.

B:What else do you know, Mr. Brown?

A: You know, we are in the business of producing various types of clothes. I’d like to run a clothing factory to produce the finest clothes for you.

以参加广交会的出口商的身份接待参观的进口商。

A: My name is A, and this is my business card.

B: Welcome to our Export Commodities Fair, Mr. A, come in, please.

A: Thank you. I want to know something about the Fair. Would you please tell me about it?

B: The fair has become very important in China’s foreign trade. Customers can see samples of what they want to buy.

A: Can I have a business talk together with the sellers in their booth?

B: Of course, you can. They do both import and export business here.

A: That’s good. I’m very glad to meet them.

B: In this section we have Chinese traditional handicrafts and musical instruments.

A: What a beautiful variety! These are indeed works of art. I wonder how these lovely things were made.

B: Cloisonne is a traditional works of art in China. Its making involves so complicated a process that it’s entirety out of my depth.

A: We can’t hope to know everything about anything.

B: Mr. B, I think that vase would look nice in a living-room.

A: Now that you’ve recommended it, I’ll take one. My living-room needs a vase like this to decorate.

以出口商的身份接待进口商，双方机场和饭店进行对话。

Zhang: Excuse me. Are you Davis from Western Electronics？

Davis: Yes, I am. And you must be Mr. Zhang from A company.

Zhang: Right, this way, please. I’ll drive you to your hotel.

Davis: Thank you very much.

Zhang: It’s my pleasure. By the way, how was your flight? Was it comfortable?

Davis: It was quite good. But it was awfully long.

Zhang: We’ve booked a Western-style room for you. You can have a rest there first.

Davis: You are very considerate. Does it takes long to get there from here？

Zhang: Not very far from here. Only about 10 minutes’driving.

Davis: That sounds good. Let’s get something at the hotel restaurant. I feel a little tired.

Zhang: Would you like to have some dinner first？

Davis: That’s a good idea.

Waitress: Good evening. Do you have a reservation？

Zhang: Yes. The reservation is under Zhang.

Waitress: Very good, Mr. Zhang. Do you prefer smoking or non-smoking seating?

Davis: Non-smoking, please.

Waitress: If you follow me, I will show you to your table.

Waitress: You’re welcome. Have you had time to look over the menu?

Zhang: Er, yes. I would like the beef steak.

Waitress: How would you like your meat cooked？

Wayne: Well done, please.

Zhang: How about you, Mr. Davis?

Davis: I would like to eat fried chicken.

Waitress: OK, Anything else to drink？

Zhang: Yes. A glass of wine, please.

Waitress: Very good. I will bring your appetizer immediately.

A: Could you give me an introduction of products?

B: Certainly. In order to give you a general idea of the various kinds of our products now available for export, I’d like to give you our latest catalogues and price lists.

A: It’s very good. Thank you. ( Reading the catalogues and price lists.)

B: Have you gone over these catalogues and price lists?

A: Yes, I have gone over. I found that your prices are quite high.

B: But our products are very good in quality. Taking the quality of products into consideration, you will feel that our prices are reasonable. Now, let me take you down to the sample-room to have a close look at our samples.

A: That’s very kind of you. I’m sure I’ll find what we are interested. But I’m afraid that it would take lots of your time.

B: Never mind. If only I could be of any help to you, I’ll be very glad.

1.搜集部分B2B网站资料

中国制造网、慧聪网、阿里巴巴国际站、环球资源网、网上广交会、易唐网、Tradekey.com、香港贸发局网、自助贸易网、MadeInChina.com、贝通网、Dhgate.com、china.cn, ebay.cn, 等等。

（更多登陆B2B导航网站 dragon-guide.net）

2. 搜索关键词：garment, clothes, apparel, fashion, ladies’ garment, garment buying leads等。部分有余力的同学建议登陆bbs.fobshanghai.com (福步外贸论坛)，深圳外贸论坛和阿里巴巴外贸论坛学习外贸行业的经验的知识。

3. 遴选一些需求信息，并公布过程

4. 撰写一些简单的寻求合作的信函

A: Here light industrial products for daily use are exhibited, including bicycles, watches, sewing machines, and so on.

B: This kind of bicycle looks exquisite in design and good in quality.

A: This a gearshift bicycle most suitable for mountain area, and this electronic watch is made in our city.

B: Is it being mass-produced?

A: Yes, it’s now being mass-produced so as to meet the increasing demand of the home market.

B: What are the features about this kind of sewing machine?

A: This sewing machine can not only sew, but also so embroidery, lace and hemming work.

B: That’s wonderful. Could you show me the price lists and catalogues? I want to see some detail information.

A: No problem. Follow me, please.

Talking about the schedule

Zhang: Good morning, Mr. Davis. Did you have a good sleep last night?

Davis: Yes, I had a sound sleep. I feel myself fully recovered from the journey.

Zhang: I’ve drawn up a time schedule for the next five days. Will you have a look?

Davis: (Going over the schedule) Mm, yes, yes. The plan fits me very nicely.

Zhang: You see, we’ve arranged a free afternoon for you, in case you’d like to pay a visit to some old friends. And also, we have arranged a two-day tour for you after the meeting.

Davis: Great! May I ask where shall we travel?

Zhang: The famous Huangshan Mountain. I’m sure you will enjoy it.

Davis: Thank you! I’m looking forward to it.

Zhang: Davis, today we are visiting Huangshan Mountain scenic spots area, as I had told you that the famous scene of Mt. Huangshan are Pine tree, cloud sea, rock and sunrise.

Davis: Yes, I heard from some of my friend, who had been visited here, saying this is a wonderful place and worth to come back again.

Zhang: The first scene which I would like to introduce to you is the “Welcome Pine”. This pine tree due to its branches was long and shape like somebody standing on the rock hosting their hand and welcoming the visitors, this is how the name come from.

Davis: It is amazing, it looks exactly like welcome visitor come from everywhere of the world and the name also perfectly been given.

Zhang: The next stop we will watch the other highlight of the scenery, “The Flying Rock”, it is a rock weight more than 2 tons, standing on the cliff of the mountain, its just like flying from the space, while you see that you will be surprise by the nature scenery of the rock.

Davis: It is taller than a man high?

Zhang: It is about 3 story tall,

Davis: So it is better for us to go there early, its getting dark, I am not going to miss this scene.

Zhang: Don’t worry it’s not far away from here, and with this weather most likely you can also see the “sea of cloud”

Davis: It is amazing that we can able to see so many scenes in Huangshan Mountain; I wish I can stay here longer.