The Language of

Business Correspondence
in English
NON NO THU TIN THONG MAI TIENG ANN

Aqgti 2.4 10
 GS.TS. NGUYEN TRONG DAN

The Language of
Business Correspondence
in English
61 " EDITION

NGON NGO. THU TIN THUONG MAI

TIENG ANH
Xueit bdn lein Mit 6

NHA XUAT BAN LAO BONG - )(A HOI

 06 - 43
Ma s6:
25 - 2
 Contents

Page

Preface to the 6th Edition 7

Acknowledgements 9

Chapter 7, THE STYLE AND STRUCTURE OF A BUSINESS LE'TT'ER 11

Chapter 2, INQUIRIES AND REPLIES 39

Chapter 3, QUOTATIONS, OFFERS AND TENDERS 63

Chapter 4, SALES LETTERS AND VOLUNTARY OFFERS 99

Chapter 5, IN-HOUSE CORRESPONDENCE 114

Chapter 6. SALES LETTERS AND VOLUNTARY 148

Chapter 7. ORDERS AND THEIR FULFILMENT 163

Chapter 8. PAYMENTS IN INTERNATIONAL TRADE 221

Chapter 9. COMPLAINTS AND CLAIMS 256

Chapter 10. ELECTRONIC CORRESPONDENCE

TELEGRAMS, CABLES, TELEXES, FAXES AND E MAILS
- 288

Chapter 11. TRANSPORTATION 318

Chapter 12. MARINE INSURANCE 357

Chapter 73, APPLICATION LETTER AND CV 378

Appendix. COMMON BUSINESS ABBREVIATIONS 396

5
 Chapter 1

THE STYLE AND STRUCTURE

OF A BUSINESS LE FIER

I. THE STYLE OF A BUSINESS LETTER

The business letter is the principal means used by a business firm to keep in
touch with customers: very often it is the only one and customers form their
impression of the firm from the tone and quality of the letters it sends out.
Good quality paper and an attractive letter head play their part in this, but
they are less important than the message they carry. Business does not call
for the elegant language of the poet, but it does require the writer to express
himself accurately in a plain language that is clear, concise, courteous and
readily understood.
Second to grammatical correctness, achieving an appropriate business style
may be the biggest problem for the writer of business letters. A sure sign of
an inexperienced writer, in fact, is the obvious attempt to sound overly
"businesslike".
As per your request, please find enclosed herewith a check in the
amount of 51.649.
Such expressions as "herewith" and "as per" contribute nothing to the
message while making the letter sound stilted and stiff.
The first step, then, to writing successful business correspondence is to
relax. While business letters will vary in tone form familiar to formal, they
should all sound natural. Within the limits of standard English, of course,
you should try to say things in a "regular" way:
As you requested, 1 am enclosing a check for $1,649.
11
 If you resist the temptation to sound businesslike, you will end up being
more business-minded. The second version of our sample sentence is not
only more personal and friendly, but it is also more efficient. It uses fewer
words, taking less time to write and type as well as to read and comprehend.
With this initial piece of advice in mind, review the following list of words
and expressions. Then plan to eliminate these terms from your business
writing vocabulary.

1. Expressions in business letters

/./. Avoid the following expressions:

according to our records hereby, herewith

acknowledge receipt of I have your letter
with reference to may I ask
with regard to in due time
with respect to in due course of time
at hand, on hand in receipt of
attached please find in view of
attached hereto permit me to say
enclosed herewith pursuant to
beg to inform, beg to tell thank you again
for your information thank you in advance

1.2. Instead of: Use:

advise, inform say, tell, let us know

along these lines, on the order of like, similar to
at an early date soon, today, next week
at your earliest convenience a specific date

12
 at this present time now, at present
at this writing check to cover check for
deem believe, consider

due to the fact that, because

because of the fact that because
favour, communication letter, memo, et al
for the purpose of for
forward send
free of charge free
in accordance with according to
in advance of, prior to before
in compliance with as you requested
in the amount of for
in the event that if, in case
kindly please
of recent date recent
party person, a specific name
said not to be used as an adjective

same not to be used as a noun

subsequent to after, since
the writer, the undersigned I/me/we/us
up to this writing until now

Consider the difference between these two versions of the same letter:

13
 a. Dear Mr. Pendleton,
With reference to your order for a Nashito 35mm camera, we are in receipt
of your check and are returning the same.
I beg to inform you that, as a manufacturer, our company sells cameras to
dealers only. In compliance with our wholesale agreements, we deem it best to
refrain from direct business with private consumers.
For your information, there are many retailers in your vicinity who carry
Nashito cameras. Attached please ,find a list of the said dealers.
Hoping you understand.
Yours sincerely,
b. Dear Mr. Pendleton,
We have received your order for a Nashito 35mm camera but,
unfortunately must return your check.
As a manufacturer, we sell cameras only to dealers, with whom we have
very explicit wholesale agreements.
Nevertheless, we sincerely appreciate your interest in Nashito products. We
are, therefor enclosing a list of retailers in your community who carry a JO
line of our cameras. Any one of them will be happy to serve you.
Sincerely yours,
2. Courtesy and Tact
While striving for a natural tone, you should also aim for a positive outlook.
Even when the subject of your letter is unpleasant, it is important to remain
courteous and tactful. Building and sustaining the goodwill of your reader
should be an underlying goal of nearly any letter you write. Even a
delinquent account may some day become a paying customer. A simple
"please" or "thank you" is often enough to make a mundane letter more
courteous. Instead of:
We have received your order.
You might try:
Thank you for your recent order.

14
Or, in place of the impersonal:
Checking our records, we have verified the error in your November bill
you could help retain a customer by writing:
Please accept our sincere apologies for the error in your November bill.
Saying "we are sorry" or "I appreciate" can do much to build rewarding
business relations.
On the other hand, you must be tactful when delivering unpleasant
messages. NEVER accuse your reader with expressions like "your error" or
"your failure". An antagonistic letter would say:
Because you have refused to pay your long overdue bill, your credit
rating is in jeopardy.
A more diplomatic letter (and therefore one more apt to get results) might
say:
Because the $520 balance on your account is now over ninety days
past due, your credit rating is in jeopardy.
Because the second sentence refrains from attacking the reader personally
(and also includes important details), it will be read more openly.
A word of caution is necessary here. Some writers, in an effort to be
pleasant, end their letter with sentence fragments:
Looking forward to your early reply.
Hoping to hear from you soon.
Thanking you for your interest.
These participial phrases (note the - ING form in each) should NOT be used
to conclude a letter. There is never an excuse for grammatical flaws,
especially when complete sentences will serve the purpose well:
We look forward to your early reply.
I hope to hear from you soon.
Thank you for your interests.
Consider the deference between these two versions of the same memo:

15
 a.

TO: Department supervisors Date 1 March, 200...

FROM: Assistant Director
Inform your subordinates:
I. Because so many have taken advantage of past leniency, lateness will no
longer be overlooked. Paychecks will be docked as of Monday, March 6.
2. As a result of abuses of employee privileges, which have resulted in
exorbitant long distance telephone bills, any employee caught making a
personal call will be subject to disciplinary action.
As supervisors, you will be required to enforce there new regulations.

b.

TO: Date 1 March, 200 ..

FROM Wanda Hatch, Assistant Director
Unfortunately, a few people have taken advantage of lenient company
policies regarding lateness and personal phone calls. As a result, we must
all now conform to tougher regulations.
Please inform the members of your department that:
1. Beginning Monday, March 6, the paychecks of employees who are late
will be docked.
2. Personal phone calls are no longer permitted.
It is a shame that the abuses of a few must cost the rest of us. But we are
asking all department supervisors to help us enforce these new rules.

Courtesy and tact are sometimes achieved by what is called a "you-

approach".
That is, your letter should be reader-oriented and sound as if you share your
reader's point of view. For example:

16
 Please accept our apologies for the delay.
is perfectly polite. But:
We hope you have not been seriously inconvenienced by the delay.
Lets your reader know that you care.
This, of course, does NOT mean you should avoid "I" and "we" when
necessary. When you do use these pronouns, though, keep a few pointers in
mind:
- Use "I" when you are referring to yourself (or to the person who
will actually sign the letter).
- Use "we" when you are referring to the company itself.
- DO NOT use the company name or "our company", both of which, like
the terms listed earlier in this chapter, sound stilted. This practice is
rather like referring to oneself by one's name, rather than "I" or "me".
Also, you should be careful to use your readers' name sparingly in the body
of your letter. Although this practice seems, at first glance, to personalize a
letter, it can sound condescending.
Now, compare the two letters that follow, and see if you recognize the
features that make the second letter more "you-oriented".

a.

Dear Mr. Biggs,

Having conducted our standard credit investigation, we have concluded that
it would he unwise for us to grant you credit at this time.
We believe that the extent of your current obligations makes you a bad credit
risk. As you can understand, it is in our best interest to grant charge
accounts only to those customers with proven ability to pay.
Please accept our sincere regrets and feel free to continue to shop at
Allen's on a cash basis.
Sincerely yours,

17
b.

Dear Mr. Biggs,

I am sorry to inform you that your application for an Allen's charge
account has been turned down.
Our Credit Department believes that, because of your current obligations,
additional credit might be difficult for you to handle at this time. Your
credit reputations is too valuable to be placed in jeopardy.
We will be delighted, of course, to reconsider your application in the
future should your financial responsibilities be reduced. Until then, we
hope you will continue to shop at Allen's where every customer is our
prime concern.
Sincerely yours,

3. Note on style
One last word about style: a good business letter must be well organized.
You must plan in advance everything you want to say; you must say
everything necessary to your message; and then you must stop. That is, a
letter must be logical, complete, and concise.
When planning a letter and before you start to write, jot down the main
point you want to make. Then, list all the details necessary to make that
point; these may be facts, reasons, explanations, etc. Finally, rearrange your
list; in the letter, you will want to mention things in a logical order so that
your message will come across as clearly as possible.
Making a letter complete takes place during the planning state, too. Check
your list to make sure you have included all the relevant details; the reader
of your finished letter must have all the information he or she will need. In
addition to facts, reasons, and explanations, necessary information, could
also entail an appeal to your reader's emotions or understanding. In other
words, SAY EVERYTHING YOU CAN TO ELICIT FROM YOUR
READER THE RESPONSE YOU'D LIKE.

18
 On the other hand, you must be careful not to say too much. You must know
when a letter is finished. If a message is brief, resist the temptation to "pad"
it; if you've said what you have to say in just a few lines, don't try to fill the
letter out. One mistake is to reiterate an idea. If you've already offered your
thanks, you will upset the logical order and, therefore, the impact of your
letter if you end with:
Thank you once again.
Tacking on a separate additional message will similarly weaken the effect of
your main point. Imagine receiving for a long overdue bill a collections
letter which concludes:
Let us take this opportunity to remind you that our January Sales
begin next week, with three preview days for our special charge
customers.
Don't, moreover, give your reader more information than is needed:
Because my husband's birthday is October 12. I would like to order
the three-piece luggage ensemble in your Fall catalog.
Certainly, an order clerk would much prefer to know the style number of the
luggage than the date of your husband's birth.
In a similar vein, you should strive to eliminate redundant words and
phrases from your letters. For example.
I have received your invitation, inviting me to participate in your
annual Career Conference.
Since all invitations invite, the words "inviting me" are superfluous.
Another common mistake is to say:
The green coloured carpet.
or
The carpet that is green in colour.
Green is a colour, so to use the word colour is wordy.
Adverbs are often the cause of redundancy:

19
 If we cooperate together, the project will be finished quickly.
Cooperate already means work together, so using the work together is
unnecessary.
Also, when one word will accurately replace several, use the one word.
Instead of:
Mr. Kramer handled the job in an efficient manner.
say:
Mr. Kramer handled the job efficiently.

4. Redundant Expressions
The following list of common redundancies should help you eliminate the
problem form your writing.

Don't use: Use:

and et cetera etc.

as otherwise otherwise

at about about

attached hereto attached

avail oneself of use

be of the opinion believe

both alike alike

both together together

check into check

connect up connect

continue on continue

cooperate together cooperate

customary practice practice

20
 each and every each or every
enclosed herewith enclosed
enter into enter
forward by post mail
have a tendency to tend to
in many instances often
in the amount of for
in the matter of about
in the process of being being
in this day and age nowadays
inform of the reason tell why
letter with regard to letter of
letter with regard to letter about
new beginner beginner
on account of the fact that because
past experience experience
place emphasis on emphasize
place an order for order
repeat again repeat
same identical identical
send an answer reply
up above above
write your name sign

Now consider the following two sample letters. Notice the redundancies in
the first are eliminated in the second.

21
a.

Dear Mr. Rodriguez,

I am very pleased with the invitations that I received from you inviting me
to make a speech for the National Association of Secretaries on June 11.
Unfortunately, I regret that I cannot attend the meeting on June 11. I feel
that I do not have sufficient time to prepare myself because I received
your invitation on June 3 and it is not enough time to prepare myself
completely for the speech.
Yours sincerely,

b.

Dear Mr. Rodriguez,

I am pleased with the invitation to speak to the National Association of
Secretaries. Unfortunately, I cannot attend the meeting on June] I.
I feel I will not have sufficient time to prepare myself because I received
your invitation on June 3.
I will be happy to address your organization on another occasion if you
would give me a bit more notice. Best of luck with your meeting.
Sincerely yours,

Of course, as you exclude irrelevant details and redundancies, you should be

careful NOT to cut corners by leaving out necessary words. For example,
some writers, in a misguided attempt at efficiency, omit articles (the, a and
an) and preposition:
Please send order special delivery.

22
The only effect of omitting "the" and "by" here
"Please send the order by special delivery"
is to make the request curt and impersonal.

II. STRUCTURE OF A BUSINESS LETTER

Before discussing letter content, you must examine letter appearance, for it
is the physical condition of a letter that makes the first impression on your
reader. Before reading even one word you have written, the reader has
formed an opinion based on the way your letter looks - the arrangement, the
typing quality, etc.
When you have composed the body of your letter and are ready to type,
keep in mind three things:
Typing Letter should be single-spaced with double spacing between
paragraphs. Typing should be neat and dark. Errors should not be erased;
correction fluid or paper should be used instead.

Paragraphing Paragraph breaks should come at logical points in your

message and should also result in an EVEN appearance. A one-line
paragraph followed by an eight-line paragraph will look bottom heavy.
Paragraphs of approximately the same length will please the eye.

White space In addition to the space created by paragraphing, leave space

by centering your letter on the page. An ample margin of white space should
surround the message, top and bottom as well as both sides. If a letter is
brief, avoid beginning to type too high on the page; if a letter is long, do not
hesitate to use an additional sheet of paper. (See Figure 1 for recommended
spacing between letter parts).

1. Parts of a Business Letter

While the horizontal placement of letter parts may vary (see the next section,
"Arrangement Styles"), the vertical order of these parts is standard. Refer to the
model letter (Letter Layout 1) as you study the following list of letter parts.

23
2. The Layout
As previously noted, the horizontal placement of letter parts is flexible within
the limits of three basic styles. Often, however, a company will have a preferred
arrangement style which employees are required to use.

LETTER LAYOUT 1: All letter parts begin at the left margin. It is therefore
the fastest traditional arrangement style to type.

LETTER LAYOUT 2: Like letter layout 1, all letter parts begin at the left
margin, except the dateline, complimentary closing, company signature, and
writer's identification, which start at the horizonal center of the page.
(Options: the dateline may end at the right margin; attention and subject line
may be centered or indented five or ten spaces).

LETTER LAYOUT 3: This is the same as a letter layout 2 with one change: the
beginning of each paragraph is indented five or ten spaces.

3. Punctuation Style
Regardless of punctuation style, the only letter parts (outside of the body) to be
followed by punctuation marks are the salutation and complimentary closing.
Within the body, the general rules of punctuation apply.

Note: The salutation and closing should be punctuated consistently: either

both are followed by punctuation or neither is followed by punctuation.

OPEN: No punctuation is used, except in the body. (Letter Layout 2)

STANDARD: The salutation is followed by a comma and a colon in the

USA, the complimentary closing, is followed by a comma. (Letter Layout 3)

24
 T Dhan Co., Ltd.
315 Newell Str. Birmingham B3 3EL UK
Our ref: LC/dt 24 Sept., 20....
Your ref:

Tocontap
36 Ba Trieu Str.
Hanoi Vietnam

Attn: Mrs Thuy Linh

Dear sirs
Re: Order No. TD 5644

Please find enclosed our order No. TD5644 for men's and women's sweaters
in different sizes, colours and designs.
We have decided to accept the 15% trade discount you offered and terms of
payment viz D/P, but would like these terms revised in the near future. Would
you please send the shipping documents and your sight draft to Northminster
Bank, Deal Street, Birmingham B3 SIQ.
If you do not have any of the listed articles in stock, please do not send
substitutes in their place.
We would appreciate delivery within the next six weeks, and look forward to
your confirmation.

Yours faithfully
For T Dhan Co., Ltd.

T Dhan
Import Manager

Enc: Order No. TD 6544

C.C: Mr Quang Huy

Letter Layout I

25
 T Dhan Co., Ltd.
315 Newell Str. Birmingham B3 3EL UK
Our ref: LC/dt 24 Sept., 20....
Your ref:

Tocontap
36 Ba Trieu Str.
Hanoi Vietnam

Attn: Mrs Thuy Linh

Dear sirs,
Re: Order No. TD 5644

Please find enclosed our order No. TD5644 for men's and women's sweaters
in different sizes, colours and designs.
We have decided to accept the 15% trade discount you offered and terms of
payment viz D/P, but would like these terms revised in the near future. Would
you please send the shipping documents and your sight draft to Northminster
Bank, Deal Street, Birmingham B3 SIQ.
If you do not have any of the listed articles in stock, please do not send
substitutes in their place.
We would appreciate delivery within the next six weeks, and look forward to
your confirmation.

Yours faithfully,
For T Dhan Co., Ltd.

T Dhan
Import Manager

Enc: Order No. TD 6544

C.C: Mr Quang Huy

Letter Layout 2

26
 T Dhan Co., Ltd.
315 Newell Str. Birmingham B3 3EL UK
Our ref: LC/dt 24 Sept., 20....
Your ref:
Tocontap
36 Ba Trieu Str.
Hanoi Vietnam

Attn: Mrs Thuy Linh

Dear sirs
Re: Order No. TD 5644

Please find enclosed our order No. TD5644 for men's and sweaters in
different sizes, colours and designs.
We have decided to accept the 15% trade discount you offered and terms
of payment viz D/P, but would like these terms revised in the near future.
Would you please send the shipping documents and your sight draft to
Northminster Bank, Deal Street, Birmingham B3 SIQ.
If you do not have any of the listed articles in stock, please do not send
substitutes in their place.
We would appreciate delivery within the next six weeks, and look forward
to your confirmation.

Yours faithfully

For T Dhan Co., Ltd.

T Dhan
Import Manager

Enc: Order No. TD 6544

C.C: Mr Quang Huy

Letter Layout 3

27
4. Postscripts
It is advisable to avoid postscripts: when the letter is well planned, all
pertinent information will be included in the body. however, when a
postscript is required, it is arranged as the other paragraphs in the letter
preceded by "P.S." or "PS".
P.S. Let me remind you of your special discount on orders for a dozen
or more of the same model appliance.
5. Special Paragraphing
When the message contains quotation of prices or notation of special data
this information is set in a special paragraph indented five spaces on the left
and right, preceded and followed by a blank line.
6. The Envelope
Envelope addresses are written in a similar way to inside addresses, but for
letter in or going to the UK, the post code is usually written after the name
of the city or the town, and the name of both the town and the country are
written in capital letter. For example:
a.
Mr G. Penter
49 Memorial Road
ORPINGTON
Kent BR6 9UA
b.
Messrs W. Brownlow Co.
600 Grand Street
LONDON WIN 91.1Z
UNITED KINGDOM
In the USA, an envelope should be addressed to correspond with the inside
address.
On an envelope, though, the state name may be abbreviated in accordance
with the United States Postal Service ZIP-code style. On a standard

28
business-size envelope, the address should be four inches from the left edge,
fourteen lines from the top as in the example (c).
In accordance with Postal Service guidelines, the address should be blocked
and single-spaced: and it should include the ZIP code one space after the
state. Because NO information should appear below the ZIP code special
instructions (such as ATT.. Mr Smith or Please Forward should be placed
four lines below the return address. Similarly, mailing services, such as
Airmail or Certified Mail should be typed below the stamp).
The return address, matching the letterhead, is usually printed on business
envelopes.
c.

FLANAGAN'S DEPARMENT STORE

Stamp
12207 Sunset Strip
Los Angeles, CA 91417

Ketchum Collection Agency

1267 Hollywood Boulevard
Los Angeles, CA 91401
The USA

7. Some Final Notes on General Correspondence

Some business firms use Esq. after the name instead of Mr. before it. But
never use both e.g.
Mr. John Scare or
John Scare Esq.
Neither of these forms is used when a title is put before a name, e.g.
Dr. Patricia Denham
Prof. Hoang Trong ?hien.
Sir Herman Black

29
 Short forms of University Degrees are written after the name i.e. M.A
(Master of Arts), MBA (Master of Business Administration), M.D (Doctor
of Medicine), B. corn (Bachelor of Commerce); e.g. Michale Cluster, M.D;
Thu Huong, MBA; Henry Stewardm, Ph.D; Gladys Shopper, B.Com .
Messrs. stands for Messieurs. This form is never written in full in English
and is widely used for partnerships and limited companies.
Dear is never used with Gentlemen. The form Gentlemen is accepted when
the letter is addressed to a committee, a Board of Directors of other public
bodies and preferred by Americans.

8. Guidelines for Writing

The rules for good business letter writing may be summarized as follows:
1. Think first of the reader and address yourself to his interests. Tell him
all he wants to know and don't leave him to read between the lines.
2. Adopt a tone suited to the occasion and to the purpose of the letter.
3. Write naturally, as you would talk, using plain and familiar words.
4. Write clearly and to the point.
5. Write courteously and make your letter sound friendly and sincere.
6. Avoid wordiness, but at the same time remember that it is more
important to be clear and courteous even if it means using more
words.
7. Avoid commercial jargon with its roundabout meaningless forms of
expression.
8. Write effectively by using simple language, by being consistent and
precise.
9. Avoid monotony by introducing variety.
10. Write to a plan if your letter is long or especially important
11. Pay special attention to the opening and closing paragraph as first
and last impressions leave a special mark on the reader.
12. Check your letter carefully after writing.

30
VOCABULARY
Nouns

catalogue catalo
complimentary closure !di chao cu6i thu
confirmation xac nhan
code ma, ma so
courtesy nha nhan
limited company cong ty trach nhiem han
official position chtitc vu
paragraph doan (van)
partnership h6i bu6n hop doanh
reference tham chigu, tham khao
salutation chao

Verbs

acknowledge xac nhan

confirm xac nhan

Expressions

at someone's request theo yeu cau cua ai

trade discount chigt khgu thu'ong mai
document against payment (D/P) tra tin dOi chang
shipping documents chang tit v a n tai
sight draft h6i phigu tra tin ngay
to find enclosed thy trong nhCing tai lieu gC.11 kern
thu' nay

31
Abbreviations

B. Com (Bachelor of Commerce) Cif nhan thtiOng mai

M.A (Master of Arts) Thac si van chu'ong
MBA (Master of Business Thac si qu6n tni kinh doanh
Administration)
MD (Doctor of Medicine) Bac si
Ph.D (Doctor of phylosophy) Tien si (viet sau ten ngutsi co hoc vi
tin s9)
Dr. = Ph.D vigt tar& ten ngutii có hoc vi tier) q

EXERCISES

1. Answer the following questions:

1. Flow do you write a business letter?
2. What kind of language does it require?
3. What are the main parts of a business letter?
4. What does the letterhead contain?
5. How do you write the date?
6. I low do you treat the various topics of a business letter?
7. What do you write in the complimentary closure?
8. What does Messrs. stand for? When is it used?
9. When and where Gentlemen is used?
10. Where do you write ref which stands for reference in your letter?
11. Who is the sender of the model letter?
12. Who is the recipient of the model letter?
13. What is the model letter about?
14. What are enclosed with the model letter?

32
2. Rewriting
A. In the space provided, rewrite each sentence, to eliminate the stilted tone.

Example..
We are in receipt of your letter dated December 13, 20...
We have received your letter of December 13, 20...

1. Please advise us as to your decision

2. In the event that your bill has already been paid, kindly disregard this
reminder.

3. Due to the fact that your subscription has not been renewed, the next
issue of Run! will be your last.

4. Feel free to contact the undersigned if you have any questions.

5. Pursuant to our telephone conversation of Friday last, I would like to

verify our agreement.

6. Subsequent to last month's meeting, several new policies have gone

into effect.

33
 7. Please forward your order at your earliest convenience.

8. Our deluxe model copier is on the order of a Rolls Royce in terms of

quality and precision.

9. Enclosed please find a self - addressed reply card for the purpose of
your convenience

10. I beg to inform you that, despite your impressive background, we

feel that your skills do not quite match our needs.

B. Replace each expression with one or two words that convey the same
meaning
1. type out from shorthand notes
2. a shopkeeper with a good reputation
3. performed the work with great effect
4. a sharp rise in prices accompanied by a fall in the value of currency
5. some time in the near future
6. ran off several copies of the original on a duplicating machine
7. people with the responsibility of managing an office
8. suffering from fatigue
9. in a decisive way
10. handwriting that is nearly impossible to read
C, D, E. On another sheet of paper, rewrite these letters to make them more
courteous, concise, and "you - oriented".

34
C.

Dear Ms. Lawson,

I regret to inform you that we are completely booked up for the week of
August 22. We have no rooms available because the National Word
Processors Association will be holding their convention at our hotel during
the week of August 22. As you will surely understand, we have to reserve as
many rooms as possible for members of the association.
If you can't change the date of your trip, maybe you could find the double
room with bath that you want at another hotel here in Little Rock.
Cordially,

d.

Dear Ms. Ross,

With reference to your letter of Thursday last, I can't answer it because my
boss, Mr. Leonard, is out of town. If I gave you any information about the
new contract with Hastings Development Corporation, she might not like it.
If Ms. Leonard wants you to have the information, I'll have her write to you
when she returns in two weeks.
Yours truly,

e.

Dear Ms. Graham,

The information you want having to do with filing for a absentee ballot for
the upcoming Presidential election, is not available from our office. Why
don't you write your local Board of Elections? Sorry
Sincerely yours,

35
3. Translate into English

- Dia chi va dia chi dien bao cua Cong ty xugt nhap khau tap pham
la gi?
- Khi viet thu, phai vier CO rang de hidu va rat tur nhien.
- Gialy tot, hinh thilc but thu dep rat quan trong, nhung quan trong hon va
guy& dinh su thanh cOng hay thgt bai cUa mot btrc thu lai la not dung
cua no.
- Chung tOi da nhan &roc thu cua cac ngai de ngay 20 thang 3, xin rat
cam on.
- Chung tOi tin tuOng rang nhiling gi chung tOi dang giri cho cac ngai se
có Ich cho cac ngai.

4. Set out the following dates and addresses according to the given pattern
All the letters are written by NAFORIMEX HANOI.

8th March, 200....

Black Co., Ltd.
20 Moorgate Street
London WC2 B21
Great Britain.

Dear Sirs,

Yours faithfully,
For NAFORIMEX HANOI
(Signed)

36
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apoa;sod

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w
num ber
House

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Street

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37
5. Write a letter with the following
Ngay via 1-12-20...
- Ngued COng ty xuat khau tap pham, 36 ph6 BA Trieu, Ha NO,
dai chi dien bao TOCONTAP HANOI, dien thoai: 856362.
Ngubi nhan: J.C. Gilbert, Ltd. Columbia House, Aldwych, London,
W.C. 2, Vuong qu6c Anh.
Dai dien cho TOCONTAP HANOI kY thu la Ong Nguyen Thanh
Quang, chdc vu T6ng Giam d6c.
- NO dung thu: TOCONTAP HANOI cam on thu cUa ban hang de
ngay 21 thang 11, 20... va mau hang cac mat hang da va dang duoc
xuat khau sang DOng Au va chau A Thai Binh Ducmg. TOCONTAP
se nghien cdu va rat c6 the dat nhOng don hang mua thir dau tien
trong tuong lai gan.

6. Type this letter in each of the 3 arrangement layouts 1, 2 and 3.

Dateline: July 9.20...
Inside Address: The Middle Atlantic Institude of Technology, 149
Danbury Road, Danbury, Connecticut 50202
Attention Line: Attention dean Claude Monet.
Salutation: Dear Sirs
Subject Line: Educational Exchange
Body:
The Commission for Education Exchange between United States and
Belgium has advised me to contact your employment assistance.
I received my Doctor's Degree with a "grandee distinction" from the
University of Brussels and would like to teach French (my mother tongue)
English, Duton or German.
My special field is English literature. I wrote my dissertation on James
Joyce but I am also qualified to teach language to business students. I have
been active in the field of applied linguistics for the past two years at the
University of Brussel.
I look forward to hearing from you.
Complimentary Closing: Respectfully yours.
Signer's Identification: Jacquenlien Brauer
Reference initials. JB

38
 Chapter 2

INQUIRIES AND REPLIES

As a businessperson, you will inevitably have to write many request letters.
The need for information or special favours, services, or products arises
daily in almost every type of business. The reasons for writing a request
letter are diverse:
1. to obtain information (such as prices or technical data)
2. to receive printed matter (such as booklets, catalogs, price lists, and
reports)
3. to receive sample products
4. to order merchandise
5. to engage services (including repair or maintenance services)
6. to make reservations (at hotels, restaurants, theaters, etc.).
7. to seek special favours (such as permission, assistance, or advice).
While certain requests, such as ordering merchandise, are routine matters,
the general guidelines for business letter witting are especially important
when writing any request. Tact and courtesy are essential when you want
your reader to act. And if you want him to act promptly, your letter must
encourage him to do so. Therefore, all requests should:
1. be specific and brief
2. be reasonable
3. provide complete, accurate information.
I. INQUIRIES
Usually, an inquiry offers the recipient no immediate reward or advantage
beyond the prospect of a future customer or the maintenance of goodwill.
Therefore, your inquiry must be worded in such a way that the recipient will
respond despite a hectic schedule. To do this, you must make your inquiry
easy to answer.

39
First of all, you should decide exactly what you want before you write. This
should include the specific information that you need as well as the course
of action you would like your reader to take.
I. When making an inquiry observe the following rules:
1. Begin with the question you want to ask; your reader then knows at
once what your enquiry is about.
2. Try to put your request in the form of a question.
3. Keep your inquiry short and to the point, say what needs to be said
and then stop.
If your inquiry is to a supplier whom you have not previously dealt with,
1. Tell him how you have obtained his name and address, and
2. Give him some details of your business, for example, the range of
goods you handle...
2. Hints for writing Inquiries
A. Opening
Tell your supplier what sort of firm you are.
We are a co-operative wholesale society based in HCM City.
Our company is a subsidiary of Universal Business Machines and we
specialize in...
We are one of the main producers of industrial chemicals in Vietnam,
and we are interested in...
How did you hear about the firm you are writing to? It might be useful to
point out that you know a firm's associates, or that they were recommended
to you by a consulate or Trade Association.
We were given your name by the Hotelier's Association in Paris.
You were recommended to us by Mr. John King, of Lasworn&Davies,
Marchant Bankers.
We were advised by Spett. Marco Gennovisa of Milan that you were
interested in supplying...
The British Embassy in Hanoi told us that you were looking for an
agent in Vietnam to represent you.

40
It is possible to use other references:
We were impressed by the selection of gardening tools that were
displayed on your stand at this year's Gardening Exhibition held in
Giangvo, Hanoi.
Our associates in the packaging industry speak highly of your Zeta
packing machines and we would like to have more information about
them. Could you send us...
B. Asking for catalogues, price-lists, prospectuses
It is not necessary to give a lot of information about yourself when asking
for catalogues, brochures, booklets, etc. This can be done by postcard, but
remember to supply your address, unless it is already printed, phone
number, telex, fax and e-mail address number if you have one. It would also
be helpful if you could briefly point out any particular items you are
interested in.
Could you please send your current catalogue and price-list for
exhibition stands? We are particularly interested in "fUrniture
display" stands.
Would you let us have your summer brochure for holidays to Greece
and the Greek Islands, and supply details of any low fares and tariffs
for the month of September?
I would appreciate your sending me an up-to-date price-list for your
building materials.
I am planning to come and study in London next Autumn and I would
like a prospectus from your college giving me information about fees
and special courses in computing.
We have heard about your latest equipment in laser surgery and
would like more details. Please send us any information you can
supply, making the letter for the Attention of Professor Dzung, Bach
Mai General Hospital, Hanoi, Vietnam.
C. Asking for details
When asking for goods or services you must be specific and state exactly
what you want. If replying to an advertisement you should mention the
journal or newspaper, the date, and quote any box number or department
number giving, e.g. Box No. 341; Dept. 4/12B. And if referring to, or
ordering from a catalogue, brochure, leaflet, or prospectus, always quote
the reference, e.g. Cat. No A149; Holiday No. J/M/3; Item No. 351;

41
 Course BL362.
I am replying to your advertisement in the June edition of "Tailor and
Cutter". 1 would like to know more about the "steam pressers" which
you offered at cost price.
I am interested in holiday No. J/M/3, the South Yugoslavian tour.
I will be attending the auction to be held in Turner House on 16
February this year, and am particularly interested in the item listed as
No. 351.
Could you please give me more information about course BL 362
which appears in the language learning section of your summer
prospectus?
I would appreciate more details about the "University
Communications System" which you are advertising on VTV3.
D. Asking for samples, patterns, demonstrations
You might want to see what a material or item looks like before placing an
order. Most suppliers are willing to provide samples or patterns so that you
can make a selection. However, few would send a complex place of
machinery for you to look at. In that case you would be invited to visit a
showroom, or the supplier would offer to send a representative.
Nevertheless, if it is practical, ask to see an example of the article you want
to buy.
When replying, could you please enclose a pattern card?
We would also appreciate it if you could send some samples of the
material so that we can examine the texture and quality.
Before selling toys we prefer to test them for safety. Could you
therefore send us at least two samples of these children's cars in the
"Sprite" range?
I would like to discuss the problem of maintenance before deciding
which model to install in my factory. 1 would be grateful if you could
arrange for one of your representatives to call on me within the next
two weeks.
E. Suggesting terms, methods of payment, discounts
Firms sometimes state prices and conditions in their advertisements or
literature and may not like prospective customers making additional
demands. However, even if conditions are quoted, it is possible to mention

42
that you usually expect certain concessions. Although it is true that once a
supplier has quoted a price and stated terms, he may be unwilling to change
them. By suggesting your terms you indicate that certain conditions may
persuade you to place an order.
We usually deal on a 30% trade discount basis with an additional
quantity discount for orders over 1,000 units.
As a rule our supplier allows us to settle by monthly statement and we
can offer the usual references if necessary.
We would also like to point out that we usually settle our accounts on
a documents against acceptance basis with payment by 30-day bill of
exchange.
Could you let us know if you allow cash or trade discounts?
We intend to place a substantial order, and would therefore like to
know what quantity discounts you allow.
F. Asking for goods on approval or on sale or return
Sometimes wholesalers and retailers want to see how a line will sell before
placing a firm order with the supplier. They may be able to do this by
getting goods on approval or a sale or return basis. In either case the
supplier would have to know the customers well, or would want trade
references. He will also place a time limit on when the goods must be
returned or paid for.
Your leaflet advertising your latest publications of History magazines
interested us, and we would like to stock a selection of these.
However, we would only consider placing an order provided it was on
the usual basis of sale or return. If this is acceptable we will send you
an official order.
In the catalogue we received last week from you, we saw that you are
introducing a new line in artificial Jiffs. While we appreciate that
increasing pressure from wildlife protection societies is reducing the
demand fbr real skins, we are not sure how our customers at this end of the
market will react. But we would like to try a selection of designs. Would it
therefore be possible for you to supply us with a range on an approval
basis to see if we can encourage a demand for synthetic furs? Three
months would probably be enough to establish a market if there is one.
G. Asking for an estimate or tender
Estimates are quotations to complete a job of work, for example, putting a
43
 new roof on a factory or installing machinery. Tenders are similar to
quotations, but in a written form and often used when the job is much larger,
e.g. building a complete factory. Very often, when this sort of work is for a
government, or is a large undertaking, an advertisement is placed in the
newspapers. Look at 2 examples:

Advert 1: The Irish Tourist Organizations invites tenders from building contractors
to erect seating for 10,000 people for the Dublin Summer Festival. Tenders should
be in by March 20... and will be studied on price and suitability of construction
plans.

Advert 2: The Zena Chemical Company invites tenders from private contractors
for the disposal of chemical waste. Strict government regulations will be in force so
only those licensed to deal with toxic substances should apply. Further details
from...

A company may write circular letters to several companies inviting offers

to complete a construction job or to effect repairs or decorating as in the
following examples:

We are a large chain of theatres and are looking for estimates from upholsterers to
re-cover the seats in our two main theatres in Manchester. We are writing to a
number of building contractor to invite estimates for the conversion of
Northborough airfield into a sports and leisure centre. The work will include
erecting buildings, providing facilities, e.g. ski slopes, parachute jumps, etc., and
should be completed by next December. If you can provide a competitive estimate
please contact us at...

As you might have read in the newspaper our firm has taken over International
Motors PCL and we are in the process of automating their Hamburg factory. At
present we are writing to several engineering designers who may be interested in
converting the plant to a fully automated production unit. Enclosed you will find
specifications, but we would welcome your surveyors to come site with a view to
supplying an estimate for the reconstruction.

44
H. Closing
Usually a simple "thank you" is sufficient to close an enquiry. However,
you could mention that a prompt reply will be appreciated, or as the
examples show, that certain terms or guarantees would be necessary.
Thank you for your attention. We hope to hear from you in the near
future. We would be grateful for an early reply.
Finally, we would like to point out that delivery before Christmas is
essential and hope that you can offer us that guarantee.
If the concessions we have asked for could be me, we would place a
substantial order.
Prompt delivery would be necessary as we have a fast turnover. We would
therefore need your assurance that you could meet all delivery dates.
You can also indicate further business, or other lines you would be
interested in if you think they could be supplied. If a supplier thinks that you
may become a regular customer, rather than someone who has placed the
odd order, he would be more inclined to quote competitive terms and offer
concessions.
If the product is satisfactory, we will place further orders with you in
the future.
If the prices quoted are competitive, and the quality up to standard,
we will order on a regular basis.
Provided you can offer favourable quotations, and guarantee delivery
within four weeks from receipt of order, we will place regular orders
with you.
III. REPLIES TO INQUIRIES
I. All inquiries should be answered, even those that cannot for some reason
be given a complete response. An inquiry indicates interest in your company
and a potential customers. The inquiry reply should be designed not only to
increase that interest, but also to inspire the inquirer to action.
An inquiry reply should begin by thanking the reader, acknowledging the
interest in your company. It should end by offering further assistance - but

45
 ONLY if you actually want additional inquiries from this person.
The substance of an inquiry reply is usually information. You should
include not just the specific facts your correspondent requested, but any
others that may be of help. (This is, of course, assuming that the original
inquiry or request was reasonable). If you cannot provide all the relevant
data right away, you should promise it. For example.

A&M SEWING SUPPLIES, INC.

40-04 Summit Avenue
Fairlawn, NJ 07662

June 2, 20...
Thang Long Garment Export Co.
264 Minh Khai Street, Hai Ba Trung, District Hanoi, Vietnam

Dear Sirs,
Thank your, for your interest in A & M equipment. We are happy to supply
you with the information you requested.
The . following prices are quoted per dozen CIF Hai Phong Individual units
are slightly higher:
Item Price
00421 $125.00
00422 59.00
00423 58.00
00424 98.00
In case you have any further question, please do not hesitate to contact us.
We are looking forward to being of service to you soon.

Sincerely yours.
(signed)
Suzan Taylor
Export Secretary

46
2. If the information requested cannot be provided at all, if it is confidential
you should explain this in your letter. You must be careful, however, to
word your explanation tactfully and resist the impulse to accuse your reader
of trying to gather information to which he or she is not entitled. Assume the
inquiry was innocent and try to maintain goodwill. For example:

MAXINE SPORTSWEAR MANUFACTURING, INC.

842 Seventh Avenue
New York, New York 10018

June 10, 20...

Mrs. Hong Ngoc
244 Minh Khai Street, Hai Ba Trung District, Hanoi, Vietnam

Dear Mrs. Hong Ngoc,

We certainly appreciate your interest in Maxine Sportswear. Nevertheless, I
am afraid I cannot supply you with the information your request.
Because we do not sell our garments directly to the consumer, we try to keep
our wholesale prices between ourselves and our dealers. It is our way of
meriting both the loyalty and good faith of those with whom we do business.
Clearly, divulging our wholesale prices to a consumer would be a violation
of a trust.
However, I have enclosed for your reference a list of our dealers in Vietnam
which sell Maxine sportswear at discount.

Very truly yours,

3. Sometimes a request for information about a company's products or

services may be answered with a brochure or catalog. Such materials,
though, must always be accompanied by a personalized cover letter. You
should not only explain why you've sent the brochure and arouse your
reader's interest in it; you should also call attention to particulars of the

47
brochure and attempt to encourage a sale.
4. There are many times when a businessperson must say "no". When
granting a favor, awarding a contract, hiring an applicant, or for that matter
making any decision, saying "yes" to one person often means saying no to
another. The key, however, is to say "no" gracefully. Here, as in most
correspondence, maintaining goodwill is extremely important.
When saying "no", you should first of all never actually say no. Your letters
should be as positive as you can make it. The actual refusal should be stated
once and briefly. The rest on the letter should be reader-oriented and very
friendly.
Example 1. Inquiry for Ladies' woolens
a. Enquiry

Dear Sirs,
We have seen your advertisement in the "Textile World" and should be glad
if you would send us patterns of Ladies' woolens with your best terms.
Yours faithfully,

b. Reply

Dear Sirs,
Thank you for your enquiry of Is` Dec. for Ladie ' woolens.
We have much pleasure in sending you herewith a fairly full collection of our
latest and best selling designs and hope some of them will interest you.
We would like to draw your special attention to our exclusive quality "Gold
Ring" which has been an outstanding success. We believe that it represents
the best value for money in this type of goods and we are sure that you will
find it sells very well indeed.
If the range of patterns we have selected does not contain anything you want,
please do not hesitate to let us know your exact requirements.
We look forward to your order which will have our best attention.
Yours faithfully,

48
Example 2. Enquiry for Machine Tools

a. Inquiry

Dear Sirs,
We are interested in Cutter Model GH advertised by you in the latest
issue of the "Industry".
We shall be obliged if you will send us a quotation for the above
mentioned tool. Please quote your latest price and state the time of
delivery and the most favourable terms of payment, the price is preferred
to be quoted CFI? Hai Phong.
We also request you to send us Brochures and Specifications of your
other products.
Yours faithfully,

b. Reply

Dear Sirs,
Re: Cutter Model GH
We thank you for your inquiry of e March concerning our Cutter Model
GH. We are pleased to offer 5 machines at the price of ,f5,500 per unit
CFI? Hai Phong including packing. Our terms are Payment to be made
against a Bill of Lading, an Invoice and a Work's Test Certificate, by an
Irrevocable letter of Credit to be opened in our favour with The
Commercial Bank, London for the .full value of the goods intended for
shipment.
The machines can be dispatched within 3 months upon receipt of your
formal order. We enclose a list of firms which we have been supplying
with our machines for the last few years for your reference.
Yours faithfUlly,

49
Example 3. Inquiry for Wood from Vietnam
a. Inquiry

Dear Sirs,
Re: Softwood for Pulp and Paper
Your name and address have been given to us by the Japan-Vietnam
Trade Association.
First of all we would like to take the opportunity of introducing ourselves
as one of the country's leading trading companies dealing in all kinds of
materials for industry such as woodchips, iron ore, coal, scrap, etc...
At present we are extensively engaged in importing hardwoods and are
now proposing to extend our business into the softwood area and are
investigating the possibility of importing from Vietnam.
We would, therefore, be obliged if you will kindly let us have your offer
of the goods in question.
We are looking. forward to receiving your reply.
Yours faithfully,

b. Reply

Dear Sirs,
We have received your letter of 30th Nov. for Vietnamese softwood, for
which we thank you very much.
We regret to inform you that we are not in a position to meet your
requirements for the time being since our country is, as you know, in need
of all kinds of wood, hard and soft, for national construction.
We do hope, however, that it will be possible for us to make an offer in
the very near future.
Yours faithfully,

50
Example 4. Inquiry for Sample
a. Inquiry

Dear Sirs,
We have received a number of enquiries for floor coverings suitable to
use on the rough floor that seems to be a feature of many of the new
building here.
I would be helpful if you could send us samples showing your ranges of
suitable coverings and, if one is available, a pattern card of the designs in
which they are supplied.
Selling prospects for hard wearing floor coverings are good and we look
forward to receiving your samples and pattern cards.
Yours faithfUlly,

b. Reply

Dear Sirs,
We thank you for your letter of 18 th Dec. .for samples and a pattern card
of floor coverings. We have today sent by air a range of samples,
specially selected for their hard wearing quantity but regret we do not
have the pattern cards you require. For the purpose mentioned we
recommend quality No 5 which is specially made to stand up to the wear
and tear of rough and uneven surfaces.
We invite you to test the samples and are confident that they will meet
your requirements.
Meanwhile we enclose a copy of our price list and terms and conditions
of trade, and look forward to hearing from you.
Yours faithfully,

51
Example 5. Inquiry for Paraffin Wax
a. Inquiry

Dear Sirs,
Re: Paraffin Wax
We are indebted for your address to the Trade Delegation of Japan in
Hanoi, who have informed us that you are the sole exporter of paraffin
wax.
We are regular buyers of the commodity and request you to send us
samples of different grades of paraffin wax, and state your best prices and
most favourable terms of payment. We would like to add that at the
present time we are interested in about 1,500 tons of paraffin wax .1bl.
immediate shipment.
We hope to receive your early reply.
Yours faithfully,

b. Reply

Dear Sirs,
Paraffin Wax
We thank you for your inquiry of 1' June concerning our paraffin wax.
We are pleased to inform you that we have sent you, by parcel post, the
following samples of our paraffin wax.
Grade A - melting point 52° - 54°C
Grade B - "do" 51 °C - 52°C
We can offer you 500 tons of paraffin wax grade A at the price of £45 per
m/t and 1,00 tons of Grade B at £ 43m/t. Both prices include delivery CIF
Haiphong. Shipment can be made from Kobe within 3 weeks of receipt of
your order.
Payment is to be made by an Irrevocable Letter of Credit.
Please let us hear from you as soon as possible.
Yours faithfully,

52
Example 6. Inquiry for Information
a. Inquiry

Dear Sirs,
We are interested in the purchase of Vietnamese green and black tea for
immediate shipment as well for shipment at regular intervals during 20...
We shall appreciate it, if you will inform us of the name and address of an
organization engaged in the export of this product .farm Vietnam.
We thank you in advance for your trouble.
Yours faithfully,

bl. Reply from VIETCOMCHAMBER HANOI

Dear Sirs,
We have received your enquiry of 6 th May and forwarded it to the
Vietnam Tea Export Company. No. 6 Trang Tien Street, Hanoi, S.R.V.N.
This Company is the sole exporter of tea from Vietnam and will, no doubt,
contact you direct.
Yours faithfully,

b2. Reply from VINATEA HANOI

Dear Sirs,
Your letter of 6'h May has been forwarded to us by Vietcomchamber for
reply. We thank you for your inquiry, but regret that at present we are not
in a position to offer tea for immediate shipment. As to tea for shipment at
regular intervals during 20... We wish to state that at the beginning of
next month we will start negotiation with our suppliers for the purchase
of their tea during the above-mentioned period.
We shall, therefore, be obliged if you will let us know the quantities, the
times of shipment you require and we shall be glad to send you our
quotation.
Yours faithfully,

53
VOCABULARY
Nouns

bill of Lading van don du'ong bien

design kieu, de tai
estimate bang bao gia, du' tinh
inquiry (enquiry) hal tin, hal hang, that hai hang
cutter may cat (kim loai)
melting point diem nong chay
hardwood g6 cling
interval kho6ng giita, dinh ky
invoice haa don
paraffin pa-ra-phin
price list bang gia
publication an phgm
pulp b6t giay
quotation bang bao gia
range loat, day
request yeu cgu
specification quy cach
test certificate giay chitng nhan kiem tra
woodchip v6 bao
woolen ao len

Verbs

appreciate danh gia, hoan nghenh

despatch gin
contain gom chtja
hesitate ngan ngai, do dui
forward guff chuyen, giao nhan
observe quan sat, theo
represent dai dien, tieu bieu

54
Adjectives

lasting lau dal, b6n

exclusive d6c quygn, duy nh5t
irrevocable khOng huji ngang
regular dieu dan, có quy t6c

rough khong nhan

sole duy nhat, chi có mot, d6c quygn
uneven khong b5ng phang

Adverbs

concisely co dong

fairly kha, tu'Ong d6i

herewith kern vd, ding voi

ENGLISH - VIETNAMESE PHRASES

1. We should be glad if you would 1. Chung tai se vui miing rieu cac
send us patterns of Ladies' ngai cho chimg toi m5u ao len
Woolens. phu

2. We are interested in Cutter 2. Chi -1g toi mu6n mua may cat
Model 05 and we shall be obliged kieu 05 va chUng toi se biet On
if you will send us a quotation for ngu cac ngai gut bao gia may nay
this machine. cho chi -1g toi.

3. We would be obliged if you 3. ChUng toi se biet On ngu cac

will kindly let us have your offer ngai gu7 cho chOng toi chao hang
of the goods in question. nhCtng hang nay.

4. We are indebted for your 4. Nhd Doan dai bieu thuting mai
address to the Trade Delegation of Nhat Ban 6 Ha N6i ma chung toi
Japan in Hanoi. duck Vet dia chi cOa cac ngai.

55
 5. We are interested in the 5. Chung toi muon mua the c6
purchase of tea of Vietnam origin xu5t xY Viet Nam, giao hang
for immediate shipment. ngay.
6. We are looking forward to your 6. Chung tOi mong cac ngai tr5 loi
early reply. sawn.
7. We thank you for your inquiry 7. ChOng toi xin cam on thu' cue
of 1 St Dec. for Ladies' woolens. cac ngai ngay 1 thang 12 hai mua
ao len phu nEr.
8. We have received your letter of 8. ChOng toi de- nhan du'Oc thu'
30 th Nov. for Vietnamese cue cac ngai de ngay 30 thang 11
softwood, for which we thank hal mua g6 x6p cOa Viet Nam,
you. chOng tOi xin cam cm.
9. We have much pleasure in 9. ChOng tOi rat vui mOng gill kern
sending you herewith a fairly full theo cho cac ngai mat IDO kha Tay
collection of your latest and best du cac kieu mai nhgt va ban chay
selling designs. nhal cue chOng toi.
10. We are sure that you will find 10. ChOng toi chgc ch5n rang cac
it sells very well indeed. ngai se thy mat hang nay ban
chay th5t sLt.
11. We are pleased to inform you 11. Chung toi vui miing bao cho
that we have today sent you by cac ngai biet rang horn nay chOng
parcel post the following samples: toi d5 gu1 cho cac ngai b5ng bau
kien nhang m5u sau:
12. Payments is to be made by an 12. Thanh toan b5ng tin dung thu'
irrevocable letter of credit at sight. kh6ng the hOy ngang du'oc tr5 tin
ngay.
13. Payment is to be effected 13. Thanh toan bAng tin dung thu
against a Bill of Lading, an kh6ng the huji ngang ma qua
invoice and a works' test ng5n hang thuong mai Lu5n Don
certificate by an irrevocable L/C cho chOng tOi &roc huang theo
to be opened in our favour with van don doting bien, hoa don va
the Commercial Bank, London. gigy chang nh5n cua nha may.

56
14. We regret to inform you that 14. ChOng toi Igy lam tigc Pao cho
we are not in a position to meet ngai bit NO nay chOng toi
your requirements for the time kh6ng c6 kh5 nang dap Cing nhu
being. ca'u cua cac ngai.
15. We regret to inform you that 15. ChOng toi lgy lam tigc bao cho
we are not in position to offer you cac ngai hiOn nay chung toi khong
any tea for immediate shipment. có kh .a nang chao ban the giao
hang ngay.

EXERCIES
1. Answer the following questions
1. What rules do you observe when making an inquiry?
2. How do you acknowledge an inquiry?
3. How do you write a routine letter of inquiry?

2. Fill in the blanks, and then translate into Vietnamese

1.
Dear Sirs,
As it is our in the near future start importing Vietnamese china
pottery, we are interested contacting a number of manufacturers in
Vietnam with view to choosing items for the British.
We should be most you would forward of the items you for
export, together with your price and terms F.O.B Haiphong.
We should very much an early reply.
Yours faithfully,

57
 2.
Dear Sirs,
We thank you very for your enquiry of 21 st September arrived at a
very moment since we have considering for some time our
export field to Spain.
I shall be making exploratory tour of Spain next month and shall
arriving in Madrid on about the 10 th . If is convenient, I could visit you
the or 1 2th
We shall be bringing .... selection of samples of the goods we have ....
export, but to give you an idea of the items we produce we enclose a
copy of latest catalogue.
I should be obliged you would confirm that like me to call you,
in which case you could suggest a
I look forward to from you and later meeting you in Madrid.
Yours faithfully,
3.
Dear Sirs
Re: Bicycles
Will you please send us catalogue and current price for bicycles. We
are the leading dealer in this where cycling is, as know, very
popular. If the quality of your is satisfactory and the reasonable, we
expect place regular orders for large numbers.
Yours faithfully
3. Translate into English
1. Chang toi rat mirng ne'u cac ngai giri cho chting tOi ca-ta-10 mai nhdt va
bang gia hien hanh cho nhilng mat hang not tren.
2. Chting tOi la khdch hang thireng xuyen mua mat hang nay va chting tOi
se rat vui mimg ne-u cdc ngai gixi mau va cho chung tOi bie't gia thdp
nhdt cdc ngai cc-) the chao bdn.
3. Chung tOi mu6n mua quart do may san, nam nu cUa cdc ngai, giao hang
ngay. De nghi cdc ngai gixi matt hang nay va cho cluing tOi bier chi tit

58
 ye gia ca va thanh toan.
4. Giao hang trong yang mot thang ke tir khi nhan duck dcm hang cua cac
ngai.
5. Chting tOi mu6n mua xi mang nhan hieu con Wong c16 cUa cac ngai va
se rat vui mirng n'eu cac ngai ban gia F.O.B Hai Ph6ng cho chting t6i.

6. Chung tOi rat tie-c bac) cho cac ngai rang cluing tOi khOng the ban cho
cac ngai nhimg mat hang nay ngay duqc vi nhu eau trong nu& rat Ion
ma cluing tOi khOng thea man ducic.
7. Chung tOi khOng san xuat cac mat hang cac ngai hOi mua may nam nay
r6i nhung chting tOi c6 the chao ban cho cac ngai nhi.ing mat hang
arcing to voi gia 500 bang Anh C.I.F Liverpool m6i tan.

8. Ne-u cac ngai c6 the ban cho chung tOi nhang mat hang c6 pham chat
chting tOi can, chting tOi se dat mua thu6ng xuyen vOi s6 lacing 16n.

9. Neu hang ciia cac ngai &roc nhu mau, chting tOi tin la se ban rat chay
day.
10. Chimg tOi mong nhan duot tin dm cac ngai s6m va mong chive gap
cac ngai trong mot tucmg lai khOng xa.

4. Translate into Vietnamese

Dear Sirs,
We are pleased to note from your letter of 4 th Sept. that you are interested in
establishing business relations with us, which happily happens to coincide with
our interest.
At present we are in the market for silk yarn and shall be glad to receive your
latest prices for whatever qualities available for export for November shipment
CIF London.
When quoting, kindly send us a range of samples of the goods.
We await your early reply.
Yours faithfully,

59
 2.

Dear Sirs,

You will remember that during Mr. Biggs visit to Vietnam in November 20...
he was given details of a new inquiry concerning material for the packing of
detrion powder and was told that you would be sending a sample of the
proposed packaging material.

You may recall that we wrote to you on this subject on 17 th February 20...,
but to date we have received no reply. We would be very grateful if you let
us know whether this inquiry is still valid and if so, would you let us have
the above-mentioned samples and your .specification, upon receipt of which
we will be able to prepare a detailed quotation Ibr you.
We look forward to receiving your comments.
Yours faithfully,

5. Translate into English

1.
Thua cac ngai,

Chang tOi xin cam on thu cUa cac ngai de ngay 4 thang 4 hoi ve cac: loai
tham cUa chung tOi va diet' kien cho mot don dat hang mua s6 Wong Ion.
Chting tOi da gai bang buil kien hang boat mau tham thu6c cac de tai va bang
cac nguyen lieu khac nhau ke di bang soi tong hop.
Chting tOi xin girt kern day bang gia, ding \Ted chi tie't cac diet' kien cho mot
don mua hang mua s6 luong Ion.

Chung tOi mong duoc tin va y kie'n cua cac ngai ve cac loai than' cUa chting
t6i.

Kinh chao,

60
2.
Thua Qt4T ngai,
Chiing tOi xin cam on thu cua Quy ngai de ngay 20 thang 12 trong do qu9
ngai hOi mua xi mang nhan hieu con R6ng d6 cUa cluing tOi.
Chting tOi rift tie-c bao cho cac ngai ro la mat hang nay hien nay da het nhung
chting tOi c6 the ban cho quy ngai 14 xi mang nhan hieu con R6ng xanh
chat luong tuong to va ciing gia nhu loai quY ngai hOi mua. Loai xi mang
nay duqc nhieu khach hang ua chu6ng nen ban rat chay.
Chting tOi xin gui kern thu nay bang gia theo dieu kien F.O.B Hai Pheng va
by vong cac ngai se dat hang son'.
Kinh chao,
6. Write a letter of inquiry after you have seen the following
advertisement in newspapers

EMCO CALCULATORS
Small,
Modern,
Reliable-
First Class Products Available
At
Competitive Price
Address: EMECO, 11 High St. Ashford
Kent, England

7. Read this reply to a letter of enquiry. Underline the words in the

letter which correspond to the words and phrases below
1. selling through shops 3. set up 5. be sorry 7. range
2. reply 4. conditions 6. up-to-date 8. extremely

61
 GLASTON POTTERIES Ltd.
Clayfield Burnley BB 10 IRQ
Tel: 0315 46125 Telex: 8801773 Fax: 0315 63182

Mr. J. E. Morreau 2 July, 20....

1150 boulevard Calbert
F-54015 Nancy Cedex

Dear Mr. Morreau,

Thank you for your enquiry of 28 June in which you expressed an interest
in relating a selection of our products in your shops in France.
Please find enclosed our current brochure and price list.
In response to your request for a 20% trade discount, we regret that we
cannot offer more than 15%. However, we do give a 5% quantity discount
on orders for over 110,000. We are sure that you will agree that these
terms are highly competitive.
We are confident that we can deliver within two months as you require,
but wish to emphasize that payment will have to be by sight draft until we
have established a business relationship.
Thank you for your interest and we hope to hear from you soon.

Yours sincerely,
Glaston Potterries Ltd.
Sales Manger
Enc.

8. Write the letter of enquiry which preceded the reply in Exercise 7. You
are J.F Morreau, and you have just seen an advertisement for Glaston
Potteries Willow Pattern dinner sets in the May edition of International
Homes.

62
 Chapter 7

ORDERS AND THEIR FULFILMENT

I. PLACING AN ORDER

1. Order by Letter
The essential quality of an order letter is accuracy and clarity. Failure in
either of these may lead to trouble that can not be put right later. When
ordering by letter:
1. Include full details of description, quantities and prices and quote
catalogue number, if any
2. State your requirements as to delivery place and date, mode of
transport.
3. Confirm the terms of payment agreed in preliminary negotiations
2. Order Form
Unlike quotations and sales letters, correspondence concerning order is
largely rountine. Sometimes there is no correspondence at all; instead,
buyers use printed order forms and sellers use printed acknowledgments.
Order on printed forms has a number of advantages:
1. The forms are pre-numbered, and therefore, easy to refer to
2. Important details cannot easily be overlooked
3. The general conditons under which order are placed can be seen on
the front, otherwise the sellers will not be legally bound by them.
As a matter of fact, printed order should always be with a covering letter.
Order placed by cable, telex, fax, email or CGM should be confirmed in
writing to avoid misunderstandings.

163
3. Legal position of the parties
As stated in Chapter 4, a seller who has quoted is not legally bound to
accept the buyer's order, unless the quotation was made as a firm offer. The
buyer's order is an offer to buy and the seller or offerer is not legally bound
to honour their agreement.
a. The buyer's obligations
When a binding agreement comes into force, the buyer is required by law:
I. to accept the goods supplied, provided they comply with the terms
of to order

2. to pay for them at the time of delivery, unless there is an agreement

to the contrary
3. to check the goods as soon as possible (Failure to give prompt
notice of faults to the seller will be taken as acceptance of the
goods).
b. The seller is obligations
The seller is required by law:

1. to deliver the goods exactly of the kind ordered, and at the agreed
time
2. to guarantee the goods to be free from faults of which the buyer
could not be aware at the time of purchase .
If faulty goods are delivered, the buyer can demand, either a reduction in
price, or replacement of the goods, or cancellation of the order. He or she
may also be able to claim damages (see Chapter 11: Complaints and Claims).
Routine orders for standard goods are short and formal but they must
include essential details concerning the goods, delivery and terms of
payment. Where the order covers more than one item they should be
tabulated. This lessens the chance of items being overlooked.

164
Example 1. Order by Letter from a New Customer

INTERNATIONAL IMPORT COMPANY

101 Babuhofstrasse
Hamburg
Cable: 1NTERM
Messrs: Artexport
33 Ngo Quyen St
Hanoi-Vietnam 20th July, 20...

Dear Sirs,
Order No 1001/2
We thank you for your offer No 303/P2 dated 10 th July and have pleasure in placing an
order on the following terms and conditions:
1. Commodity: fancy rush mats
2. Quality and specification: as per attached specification and designs
3. Quantity: 5,000 (five thousand) pieces
4. Price, unit, CFR Hamburg including packing
: US$ 0,45
Total : US$ 1,250
5. Packing: to be wrapped in strong rush matting, steel hoped. 20 pieces in one bale,
and marked 1001/2/19 INTERM
6. Delivery: 3,000 pcs in Sept, 19...
2,000 pcs in Oct, 19...
7. Terms of payment: by irrevocable letter of credit to be established in favour of
the seller to the account of Ngan hang Ngoai thuong Viet Nam and confirmed by
London Commercial Bank, 15days prior to the first shipment, which mentions
Partial shipment is allowed.
The goods are required to be isured under maine All Risks terms from Warehouse Viet
Nam to Warehouse Hamburg. The insurance is to be effected with a first class
Vietnamese or foreign insurance company.
Please confirm your acceptance of this order and such acceptance should arrive not
later than 14 days after the date of this order.

Yours faithfully,
For International Import Co.
(Signed)
M. Belter
Manager, Purchase Department

165
Example 2. Order based on the result of previous talks between.
Representatives of the Seller and the Buyer

Order No TD44/50/12T
30th November, 20...

The Buyer: Machinoimport Hanoi The Seller: Robinson and Co,. Ltd.

Address: 8 Trang Thi St., Hanoi, SRV. Address: 48, Oxford St., London
WI. England.

1. OBJECT OF ORDER: the Seller sells and the Buyer buys the goods
listed in the specification attached hereto, at the prices and in the quantity
indicated therein. The said specification forms an integral part of this order.
2. PRICE AND TOTAL AMOUNT: prices are understood to be CIF
Haiphong including packing. The total amount of this order is £...
3. DATE OF DELIVERY: the goods are to be delivered in three parcels at
the rate of one consignment each month. The first parcel is to be shipped in
May, 20...
4. PACKING: in export packing in conformity with the accepted standards.
5. MARKING: each case to be marked in weather proof paint as follows:

Order No TD44/50/12T
Name of Shipper: Robinson and Co. Ltd.
Name of Consignee: Machinoimport Hanoi
Case No 1/and up
Net weight:
Gross weight:
Measurement: cm x cm x cm

166
6. TECHNICAL DOCUMENTS: two sets of drawings and instructions for
assembly, operation and maintenance are to be shipped with the goods;
one set is to be airmailed to the buyer not later than 30 th April, 20...
7. TERM OF PAYMENT: Payment is to be effected in U.S dollars by an
irrevocable and divisible Letter of Credit to be valid for 90 days; the L/C
is to be opened by the Buyer in favour of the Seller for the total amount
of the order with a London Bank within 15 days after the Buyer receives
notification of readiness and notification that the necessary export license
has been obtained.
Documents required for payment:
a. Commercial invoices (3)
b. Original Bill of Lading (1)
c. Packing sheets (3)
d. Test and Inspection certificate (1)
e. Copy of Export license (1)
f. Insurance Policy (1)
8. GURANTEE: 24 months after despatch. Should the machines prove to be
defective during the guarantee period, the Seller undertakes to replace or
repair any defective part free of charge; the guarantee does not apply to
damage caused by improper storage or careless maintenance.
Other terms are as agreed upon in the record of our talks on 15` h Oct. and
20th Oct. 20... attached hereto.
For and on behalf of the Buyer
(Signed)
Nguyen Quang
Vice Director
Machinoimport Hanoi

167
 Example 3. Letter Confirming Order by cable

Dear Sirs,
We thank you for your offer of 25 th May, 20... for Diesel engine, Model
4238-200PS and confirm our today's cable reading as follows:
"YR 7678 AGREED MD 4238-200PS
£ 15,690 LCATSIGHT NOVSHIPMENT"
And we should like to make clear the following terms and conditions:
I. Description: Diesel Enginer, Model 4238-200PS complete with
spare parts as stated in your catalogue No 24/5/89 attached to
your said offer
2. Price: £ 15,690, FOB, Kobe, Japan including packing in
seaworthy wooden cases
3. Shipment: In one lot in November, 20...
4. Payment: By irrevocable letter of credit at sight to be opened with
the Bank for Foreign Trade of Vietnam to the account of Misuit
Bank Tokyo in your favour 15 days prior to the date of shipment,
valid for 90 days, amounting to the whole value of the goods to be
shipped
5. Technical documents: You are required to send us all necessary
technical documents concerning operation, assembling or
maintenance of the machine
6. Guarantee: Within 6 months after commencement of operation or
12 months after despatch.
We are looking forward to your kind confirmation of sales.

Yours faithfully,

168
Example 4a. Order Form with Covering Letter
a. Covering Letter

F. Lynch & Co., Ltd.

(Head Office), Nesson House, Newell Street, Birmingham B3 3EL
Telephone: 021366571 Fax: 021 2368592 Telex: 341641

Satex S.p.A Your ref: D/1439

Via di Pietra Papa Our ref: Order DR 4316
00146 Roma
ITALY 9 March, 20...
Attn. Mr D. Causio

Dear Sirs,
Please find enclosed our order No. DR 4316 for men's and boys' sweaters
in assorted sizes, colours, and designs.
We have decided to accept the 15% trade discount you offered and terms
of payment viz. documents against payment, but would like these terms
reviewed in the near, future.
Would you please send the shipping documents and your sight draft to
Northminster Bank (City Branch), Deal Street, Birmingham B3 ISQ.
If you do not have any of the listed items in stock, please do not send
substitutes in their place.
We would appreciate delivery within the next six weeks, and look forward
to your acknowledgement.
Yours sincerely,

Lionel Crane
Chief Buyer
Enc. Order Form No. DR 4316

169
b. Order Form

ORDER No DR 4316
F. Lynch & Co., Ltd. & Co., Ltd.

(Head Office), Nesson House, Newell Street, Birmingham B3 3EL

Telephone: 021366571 Fax: 021 2368592 Telex: 341641

Satex S.p.A
Via di Pietra Papa
00146 Roma
ITALY Authorized

Cat. Price CIF

Quantity Item description
No. London

50 V Neck : 30 Red/20 Blue R432 £13.80 each

30 Roll Neck: 15 Black/15 Blue N154 £ 9.40 "

30 Crew Neck: 15 Green/15 Beige N154 £ 16.00 "

40 Crew Neck: pattern R541 £ 12.60 "

Note: Subject to 5% quantity discount

Comments: 15% Trade Disc Pymt D/P Del. 6 weeks Date: 9 March, 20...

170
Example 4b. Order form with covering letter

a. Covering Letter

Dear Sirs,
Your Reference LB/AHB
of 5th July
ut and enclose our order No 0345 for
We thank you for your offer
4 of the items.
All these items are urgently required by our customers. We therefore hope
you will arrange to have them shipped immediately.
In the meantime we are looking forward to your early confirmation by
cable.

Yours faithfully,

171
 b. Order form

ORDER FORM

Nylon Fabrics Ltd.

18 Brezennode Street
Manchester, 2, England
17th July 20....
Order No 0345

Artexport
31 Ngo Quyen St., Hanoi
SRVN.

Pleasure supply:

Quantity Item Catalogue No. Price

2,500 Bed sheets, blue 75 £1,25 each
2,500 Bed do sheets, primrose 82 £1,50 "
5,000 Pillow cases, blue 117 £ 0,60 "
5,000 Pillow cases, primrose 121 £ 6,60 "

Total price: £

I. The prices are understood to be CIF Manchester including packing

2. Payment : by L/C as usual
3. Shipment : Immediate delivery
4. Packing : In customary export cases.
For Nylon Fabrics Ltd.
(Signed)
W. James
Secretary

172
Example 5. Order with Special Conditions attached

Dear Sirs,
We thank you for your letter of 22 nd April, enclosing a booklet with details
of your range of wrist watches
We are very interested in the different types of watches you offer and have
decided to place a trial order on the following terms and conditions:

Iterm No Article Quantity Unit price Total price

40 Popular 1,500 £ 90 per dozen

47 Regent 1,200 £ 150 per dozen

48 Aristroc 1,500 £ 240 per dozen

Total value £

I. The prices are CIF Singapore including packing

2. Packing: in seaworthy export cases
3. Payment: by irrevocable L/C
4. Delivery: In or before October, 20....
We place this order on the clear understanding that the consignment will
be despatched in time to reach us on or before 31' October, 20... and
reserve the right to cancel it and refuse delivery after this date.
We look forward to having your confirmation soon.

Yours faithfully,

173
 III. ACKNOWLEDGING THE ORDER
1. Orders from regular Buyers are in practice acknowledged by a printed
form of sales or selling confirmation, such confirmation should include:
- Buyer's name and address
- Seller's name and address
- Commodity
- Quantity
- Unit price
- Total value
- Packing and marking
- Delivery
- Payment
- The date of the confirmation
- Buyer and Seller's signatures.

Or sometimes a rubber seal containing such words as "Accepted" can be

used and printed on one of the copies of the order instead of the seller
having to write a confirmation.

174
Example 1. Printed form of Sales Confirmation form
Machinoimport Hanoi

The Vietnam National Machinery Export and Import

Corporation
Head office: 8 Trang Thi Street, Hanoi, SRVN
Telephone & Fax: (84) - 853365 - 853705

Your ref: Hanoi: 23' d May 20...

Our ref:

Messrs. St. Anthony's Stores

51 Victoria] Road
Bankok - THAILAN

SALES CONFIRMATION

I. With reference to
We here by confirm our sales as follows:

Iterm Articles Type Quantity Price Total

1 Diesel Engine MD 4238- 1 £ 15,690
200PS
In words: Total value £ 15,690
2. The price is taken as FOB Hai Phong packing included.
3. Packing: customary export packing for sea freight
4. Insurance: From .... to .... shall be arranged and paid for by....
5. Delivery date: In November, 20....
6. Payment: by irrevocable L/C at sight opened to our a/c in Vietcombank, Hanoi
For Machinoimport Hanoi
(Signed)
Nguyen Quang
Director

But a short letter stating when delivery may be expected is better and helps
to create good will as it is the case with the following example.

175
 Example 2. Short Letter of Confirmation

Satex S.p.A
Via di Pretra Papa. 00146, Roma
Telephone: Roma 769910
Tele fax: ( 06) 68 5473
Telex: 285136

Mr L. Crane, Chief Buyer Vs. rif: Order DR4316

F.Lynch & Co. Ltd. Ns. rif: D/1140
Nesson House
Newell Street 13 March, 20...
Birmingham B3 3EL
UNITED KINGDOM

Dear Mr. Crane,

Thank you for your order (No. DR 4316) which we are now making up.
We have all the items in stock and will be advising you in the near future.
Yours sincerely,
D. Causio

176
Example 3. Sales Confirmation in printed form from Barotex Hanoi

The Vietnam Bamboo

and Rattan Wares Import & Export Company
6E Thai Thinh Street - Hanoi - SRVN
Phone & Fax: 84 85636975

Hanoi, may 25`", 20....

Buyer: 1. Westphal
Tingvez 630,
23000 Copenhangen
Denmark

Sales confirmation No 11) 4450

Ref Unit Total

Description Unit Quantity
price Price
Ours Yours

042 A2 13152 Rattan Wares £3,458

Say: Three thousand four hundred and fifty eight pounds only.
1. The above price is to be understood to be CIF Copenhagen in accordance
with Incoterms 2000 packing included.
2. Packing: In corrugated cardboard cases or wooden cases.
3. Insurance: to be borne by the Seller.
4. Delivery: As soon as possible but not later than 15 th Oct. 20...
5. Payment: by irrevocable and confirmed L/C.

For the Buyer For ther Seller

177
 Example 4. Sales confirmation by letter

Dear Sirs,
We thank you very much for your order No 0345 dated 17 th July, 20
and are very pleased to confirm our sales on the following terms and
conditions:
I. Commodity: bed sheets, blue
2. Quality and specification.. as per catalogue No 75
3. Quantity: 2,500 p cs
4. Price, unit, CIF Manchester, including packing:
I. 1.25 each,
Total value 3,125
5. Payment: by irrevocable L/C as usual
6. Packing: in customary export cases
7. Shipment: immediate delivery.
We hope when the goods reach you they will give you full satisfaction in
all aspects as our best attention has been paid to handing your order in
general and to its delivery in particular.
Meanwhile we are looking forward to having your repeat orders.
Yours faithfully,

2. Orders from new customer should certainly be acknowledged by letter,

better known in business circle as sales confirmation or selling
confirmation. The letter should:
1. Express the pleasure of receiving the order
2. Add favourable comments on the goods ordered
3. Include an assurance of prompt and careful attention

178
 4. Draw attention to other products likely to be of interest
5. Hope for further orders.

Example

Dear Sirs,
We are very pleased to receive your order No 235/p6 of 23 rd May, 20...
for Diesel engine, Model 4238/200PS and welcome you as one of our
customers. We would like to confirm the supply of the said machine on the
terms and conditions as stated in your order and are arranging for
despatch in November 20....
When the goods reach you, we feel confident you will be completely
satisfied with them - at the prices offered they represent exceptional
value.
As you may not be aware of the range of goods we deal in, we are
enclosing a copy our catalogue and hope that our handling of your first
order with us will lead to further business between us and mark the
beginning of a happy working relationship.

Yours faithfully,

3. When the goods ordered cannot be delivered immediately,

1. apologize for the delay
2. explain the reason
3. hope the customers are not being inconvenienced unduly
4. state when the delivery may be expected, if this is possible.

179
Example 1. Delayed shipment

Paton Manufacturing Ltd.

Panton Workd, I louslow, Middlexes, TW6213Q

Tel: 081 353 0125 Registered No. England 266135

Telex: 21511
Fax: 081 353 6783

Mr II. Majid 8 1h October 20....

Majid Enterprises,
Grant Road,
Bomba\ •
INDIA

Dear Mr WO,
1 am writing to you concerning your order, No. CU 115-lid which you placed
four weeds ago. .11 that time we had expected to be able to complete the order
well within the delivery date we gave you which was 18 June, but since then we
have heard that our main supplier of chrome has gone bankrupt.
This means that we have to find another supplier who could fulfil all the
outstanding contracts we have to complete. As you will appreciate this will take
some lime, but we are confident that we should he able to arrange to get our
materials and deliver consignments to you by the middle of next month.
The units themselves have been assembled and simply now need completing,. We
regret this luilbrtunate situation over which we had 110 control and apologize fin-
the inconvenience; If you wish to cancel the order it would he quite
understandable, but we stress and appreciate it if you could hear with us till
then.
Please let us know your decision as soon as possible. Thank you for your
consideration.
Yours sincerely,

D. Panton
Managing Director

180
Example 2.

Dear Sirs,

We thank you for your order No 0345 dated 17 th July, 20 but regret
very much that we are unable to execute your order immediately owing to
heavy home demand.

However, we can assure you that the shipment will be ready for despatch
th
in the second half of the 4 quarter, 20....

We trust that the delay will not cause you any serious inconvenience and
hope that you will continue to do business with us.

Yo urs fa ithfully .

Example 3.

Dear Sirs,

We were very glad to receive your order No 0234 dated 17 th July, 20... but
much regret that, because of exceptional demand form home for the items
ordered, we are, therefore, at present out of the makes your require.

The manufacturers have promised us a further supply by the end of the last
quarter, 20... and if your could wait until then we would deliver promptly
the quantity you need.

We are indeed sorry not to be able to meet your present order

immediately and hope that in the circumstance you will bear with us.

Yours faithfully,

181
 III. DECLINING THE ORDER

There are sometimes when the Seller does not accept the Buyer's order as
for example:
1. Where he is not satisfied with the Buyer's terms and conditions
2. Where the Buyer's Credit is suspect
3. Where the goods are not available

Letters rejecting orders must be written with the utmost care and with an eye
to good will and further business. When writing such letters:
1. regret your inability to meet Buyer's need
' 2. propose an alternative product, if one is available
3. hope for the opportunity to be of service to them another time.

Example 1.

Dear Mr van Gellen,

Thank you for your order No. HU 1449, which we received today;
Unfortunately, we do not feel that we can offer the trade discounts which
you have asked for, viz, 35 per cent as we only allow a 25 per cent trade
discount to all our customers regardless of the quantity they buyer.
Our price are extremely competitive and it would not be worthwhile
supplying on the allowance you have asked for. Therefore, in this
instance, I regret that we have to turn down your order.

Yours sincerely,

D. York

182
Example 2.

Dear Sirs,
We have carefully considered your counter proposal of 15 th August to our
offer of woolens but very much regret that we cannot accept it.
The prices we quoted in our letter of August leaves us with only the
smallest margin; they are in fact lower than those of our competitors for
goods of similar quality.
The wool used in the manufacture of our Eagle range undergoes a special
patented process that prevents shrinkage and increases durability; The
fact that we are the largest suppliers of woolens to may countries in
Europe is in itself evidence of the good value of our products.
If having given further thought to the matter you feel you cannot accept
our offer, we hope it will not prevent you from approaching us on some
other occasions. We are always happy to hear from you and will carefully
consider any proposals likely to lead to business between us.
Yours faithfully,

Example 3.

Dear Sirs,
We thank you for your order No 9445 TB dated 15 th May for grinding
machine Md 42242 but have to disappoint you.
At present we have no stock of the machine you required and do not
expect to have further deliveries for at least another six months. Before
then you may have been able to obtain the goods elsewhere, but if not, we
will notify immediately when our new stock comes in.
Yours faithfully,

183
 IV. SELLER'S COUNTER - OFFER
When a seller receives an order he cannot meet for some reason, he may
take one of the following courses:
1. He may send a substitute
2. He may make a counter-offer
3. Ile may regretfully decline the order.

He may decline the order only if he has no other choice. lie may send a
substitute only when he can obtain the buyer's consent. But it is better to
follow the sound practice of making a counter-offer. But if goods sent as
substitutes, they should be sent "on approval" and the seller should accept
the responsibility for caniage charges both ways.

Example 1. The Seller Offers to Send a Substitute

Dear Sirs,
We thank you far your letter of 25 May, 20... enclosing your order far
8,00 yards of 36 in wide "Aqualine" watered silk.
We are sorry we can no longer supply this silk. Fashions constantly
change and in the recent years the demand for watered silk has fallen to
such an extent that we have ceased to produce them. In their place we can
offer you our new "Gossamer" brand of rayon. This is finely woven, hard
wearing, non creasable material with a most attractive luster: The large
number of repeat orders we have received from leading importers abroad
is a clear evidence of the widespread popularity of this brand: At the low
price of only £ 0,85 a yard this rayon is much cheaper than silk and its
appearance is just as attractive.
We are makers of other cloths in which you may be interested and we are
sending you a full range of patterns by parcel post. All these are selling
very well in many countries and we can safely recommend them. We can
supply all of . them from stock and if, as we hope, you decide to place an
order, we could make immediate delivery.
Yours jaithliitly,

184
Example 2. The Seller Sends a Substitute

Dear Sirs,
We are glad to learn from your letter of 10" April that you have decided
to place a large order for a umber of items included in our quotation; All
the items ordered are in stock except 200 dozens of Ladies bicycles
painted in strawberry pink. Stock of these has been sold out since we
quoted them and the makers Warm us that it will be another two months
before they can send replacements.
As it is stated in your order that delivery of all items is a matter of
urgency, we have substituted the goods in question in deep orange,
identical in design and quality with those ordered; They are rick-looking
and most attractive and very popular with our other customers; We hope
you will like them, but if not, please return them at our expense; All the
items ordered are being sent to you by ship and should reach you some
day in the near future.
We hope you will be pleased with them.
Yours faithfully,

V. ADVICE OF DESPATCH

1. When the goods are despatched, the Buyer should be notified, either by
advice note or by letter stating what has been sent, when it was sent, and
the means of transport used. Where the invoice is sent by post, it serves
as an advice note and a separate advice is unnecessary.

185
 Example 1. Advice of Despatch

Glaston potteries Ltd.

Clayfield, Burnley BB101RQ

Tel: 031546125 Registered No 716481

Telex: 8801773 VAT Registered No133534108
Fax: 0315 63182

MacKenzie Bros. Ltd. 14 July, 20...

1-5 Whale Drive
Dawson
Ontario - CANADA

Dear Sirs,
Order R1432
The above order has now been completed and sent to Liverpool Docks where it
is awaiting loading onto the MS Manitoba which sails for Dawson, Canada on
the 16 July and arrives on 30 July.
Once we have the necessary documents we will hand them to Burnley City Bank,
your bank's agents here, and they will forward them to the Canadian Union
Trust Bank.
We have taken special care to see that the goods have been packed as per your
instructions: the six crates being marked with your name, and numbered 1-6;
Each crate measures 6ft x 4ft x 3ft and weighs 50kgs.
We managed to get all items from stock with the exception of Cat. No. G16
which we only had in red. But we included it in the consignment as it had the
Willow pattern you asked for.
If there is any further information you require, please contact us. Thank you very
much for your order, and we look forward to hearing from you again soon.

Yours faithfully,

J. Merton (Mr)
Sales Manger

186
Note: Glaston Potteries have made up the Mackenzic order and now advise
them. MacKeazie Bros. already have opened a letter of credit at their bank,
the Canadian Union Trust Bank, in favour of their suppliers, Glaston
Potteries. The Canadian bank will now wait until they have confirmation of
shipment from their agents in England, Burnley City Bank, and will then
transfer the money so that Glaston Potteries can be paid.

Example 2. Advice of Despatch

Satex S.p.A
Via di Pretra Papa. 00146, Roma
Telephone: 7761504, Telex: 285136

Mr L. Crane, Chief Buyer Vs. rif: Order DR4316

F.Lynch & Co., Ltd. Ns. rif: D/1140
Nesson House, Newell Street
29 March, 20...

Birmingham B3 3EL
UNITED KINGDOM

Dear Mr. Crane,

We would like to advise you that your order has been shipped on the MS
Marconissa and should reach you within the next ten days.
Meanwhile our bank has forwarded the relevant documents and sight
draft for £1,662,60 to the Northminster Bank (City Branch) Birmingham.
We are sure you will be pleased with the consignment and look forward to
your next order.
Yours sincerely,
D. Causio

187
 Note: This letter confirms that Satex S.p.A have sent the order. When he
receives this letter, Mr Crane will go to the Northminster Bank, where he
will be asked to accept a sight draft, i.e. pay a bill of exchange immediately.
After he has paid this, be will be handed the shipping documents (bill of
lading, insurance certificate, and commercial invoice) so that he can collect
the goods. Remember, this was a CIF transaction where the supplier paid
cost, insurance, and freight, and on a documents against acceptance basis,
i.e. once the bill of exchange has been accepted, the documents would be
handed over.

The customer knows that the goods are on the way and can make the
necessary arrangements to receive them.

188
Example 3. An Advice Note

D&S Charcot S.A.R.L. Advice Note

place du 20 aout 7913 - 4000 Lilge
Tel: (32) 49-240886, Fax: (32) 49-16592
6 May, 20...

The Chief Buyer

Caravela
Rua das Ameixoeiras 1291
P-1700 Lisboa

Re: Your order N. 1)163/9

The /Wowing consignment has been sent to you by rail today. Please
confirm receipt and quote consignment note No. 8817561915

Quantity Goods (Description)

4 doz ERC adaptors 13 amp

68 Dimmer switches 250 watt

100 1-metre fluorescent fitting with defuser

4 doz Jacar 4-mette extension leads 3kWW (3,000 watt)

6 doz 13 amp point fittings

Comments: Paid on Pro Forma inv. 133171 Date: 5 September 20...

189
 Example 4. Request for forwarding instructions

Dear Sirs,

We are pleased to inform that the 1,200 M/T of rubber RSSI you ordered
on 20th May, 20... are now ready for despatch.

When placing your order you stressed the importance of prompt delivery,
and we are glad to say by making special efforts, we have been able to
improve a fortnight on the delivery date agreed upon.
We are awaiting your shipping instructions, and immediately we receive
them we will send you advice of despatch.

Yours faithfully,

Example 5. Advice of Despatch

Dear Sirs,

We are pleased to inform that the 1.200M/T of RSSI rubber you ordered
on 20th May, 20.... have now been obtained and packed ready Ibr
despatch. Arrangements for the first shipment, CIF Singapore have been
made with Vietfratch Hanoi and as soon as we receive their statement of
charges, we will arrange for shipping documents to be sent to you
through Vietcombank Hanoi against your draft for acceptance, as agreed.
We appreciate the opportunity to serve you and look forward to further
business with you.

Yours faithfully,

2. An Advice of Despatch may be purely formal as in Example 1 but the

addition of favourable comments on the goods themselves as in Example 2,
is always a good policy and well repays the little extra trouble involved.

190
Example 1. Formal Advice of Despatch

Dear Sirs,
Please note that the 25,00 raincoats you ordered on 15 September, 20... will
be despatch early next week by MS Cargill sailing form the port of Da Nang
on Monday 10 th November.
We enclose our invoice and shall present shipping documents and our draft
for acceptance through the Royal Bank of Canada as agreed.
We assure you that any further order you may place with us will always
carefully attended to.
Yours faithfully,

Example 2. Advice of Despatch with Favourable Comments on the Goods

Dear Sirs,
Enclosed we are sending you our invoice for woolen blankets ordered on 5 th
October,20.Thywilpackednfortsilw-pcae
shipped tomorrow and should reach you by the end of this month.
These blankets have been made from carefully selected materials and you
will find that they are excellent in value and that the consignment supports
our claim to sell the best blankets of their kind at a very competitive price
and hope we may look forward to further orders from you.
Yours faithfiAlly,

3. If the goods ordered reach the buyer in good condition and he is well
satisfied with them, it is necessary for him to write acknowledging safe
delivery. And if the goods ordered arrive in bad condition (as discussed later
in the chapter on Complaints and Claims) it is in the Buyer's interest that he
lodges a complaint or a claim as the case may be, for example:

191
 Dear Sirs,

Order No 112/44 TD
We are very pleased to say that the woolen blankets which you
despatched on 10' h November, 20.... arrived in good condition on 15 th
Decmbr,20.Thandpomteswihl'cynavted
to our order are very much appreciated.

VI. INDENTS

Foreign buyers often place their orders through commission agents or

commission houses. Their orders are known as indents and give details of
the goods required, their prices, packing and shipping instructions. method
of payment and in short, everything the agent needs to know concerning the
buyer's wishes. Strictly, an indent is not an order for goods but an order to
the agent to buy the goods or receive goods from various manufacturers
from whom they have already been ordered, and to include them in the same
consignment with goods still to be bought.
If the indent names the manufacturer which is to supply the goods, it is
known as a "closed" or "specific" indent; but if selection is left to the agent,
the indent is said to be "open" and the agent will, then as a rule, obtain
quotations from various manufacturers before placing the order.

192
Example 1.
a. Buyer Sends Indent

Messrs. A. H. Brooks & Co. 6th June, 20

18 Kingsway,
London, E.C. 2, U.K

Dear Sirs,
We have received the manufacture's price list and sample you sent us last
month and now enclose our indent No 762 for household crockery to be
shipped by the P. & 0 Company's Merchant Prince, due to leave
Liverpool for Alexandria on 25 th July. The indent contains full
instructions as to packing, insurance and shipping documents.
It is important for goods to be shipped either by the vessel named or by an
earlier vessel, and if there are items that cannot be supplied in time for
this shipment, they should be cancelled. When we receive the goods we
shall pay you the agreed agency commission of 5%. The account for the
goods will be settled direct with the manufacturers.
This is a trial order and if it is met satisfactorily, we shall probably place
further orders.
Yours faithfully,
For JEAN RIACHI & Co.
(signed)
W.RIACHI

Director

193
b. Agents Place Order

The Secretary 16th June, 20

H. J Copper & Co., Ltd.
20 Victoria Drive,
Manchester 4, U.K.

Dear Sirs,
We havejust received an order for crockery from Messrs Jean Riachi &
Co.
The goods are to be ready for collection at your warehouse in time to be
shipped to Alexandira by MS. Merchant Price, due to sail from Liverpool
On the 251 " of next month, or by an earlier ship if possible. Prompt
delivery is essential and if there are any items that cannot be included in
the consignment, they should be cancelled. Particulars of the crockery
required and details of packing and forwarding, case marks, etc. are
included in the enclosed official order form. Invoices, prices ex
warehouse are to be in triplicate and sent to us for forwarding, with
shipping documents, to our customers, who will settle their account direct
with you; As dell credere agents we undertake to be responsible should
the buyer fail to pay.
This is a trial order and if it is completed satisfactorily, it is likely to lead
to further business, so please attend to it with special care. We shall be
glad if you will confirm by return that you accept it, and arrange to
inform us as soon as the goods are ready for collection.

Yours faithfully,
For a.H Brocks & Co.
(signed)
T.B. Gartside
Secretary

194
 Example 2. Printed Indent

Indent
No 112/50T
19-21 Victoria Street,
MONTREAL
10th February, 20....
To Messrs: H. Hopkinson & Co.
Commission Agents and Shippers,
41 King Street
Manchester 2, U.K.

Dear Sirs,
Please purchase and ship on our account for delivery not later than 31' March
the undermentioned goods, or as many of them as possible. Arrange insurance
for the amount of your invoice, plus 10% to cover estimated profit and
your charges.
Yours faithfully,
For N. WHATRF & Co. Ltd.
(signed)
J.G Gartside
Director
Marks Quantity Description of Goods Remarks
N. W 64 No 1-12 48 H.M.V radiograms Packs
Model 1636 Walnut finish 4per case
N.W 63 No 13-37 25 bales Grey shirting Medium weight Packs
about 1000 yards per bale in oil bags
Assorted House slippers
1
Men's (1 gr) slipper Pack in
1
N.W 64 No 38-39 4 gross Women's (1--j: gr) plain
Childrne's (lgr) wooden
cases
Ship: By Manchester Linner Ltd.
Delivery: CIF Montreal
Payment: Draft at 60 d/s. D/A through
Royal Bank of Canada, London

195
Example 3. Commission Agent Placing order

Sanders & Lower Ltd.

Import and Export. (London Office) ; Planter House, Prince Street, London EC 17D0

Birmingham Office: 28 Bradsaw Street Birmingham B5ITQ Telephone: 071 543 1615
Manchester Office: 243 Oxford Street, Manchester M272LR Fax: 071 543 1925
Liverpool Office: 54 Bakers Road, Liverpool 139 Hw Telex: 928537
Stockport Office: 5 Island Road, Stockport SM312K

Ref No England 155134

VAT No. 013 7001 21
Your ref: Our ref: 185/MB Date 2 July, 20...

Mr. J. Merton, Sales Manager

Glaston Potteries Ltd.
Clayfield
Burnley BBIO IRQ

Dear Mr Merton,
Please find enclosed an order (R1432) from our principals, Mackenzie Bros. Ltd., 1-5
Whale Drive, Dawson, Ontario, Canada.
They have asked us to instruct you that the 60 sets of crockery ordered should be packed
in six crates, ten sets per crate, with each piece individually wrapped, and the crates
marked clearly with their name, the words 'fragile" "crockery", and numbered 1-6.
They have agreed to pay by letter of credit, which we discussed on the phone last week,
and they would like delivery before the end of this month which should be easily effected
as there are regular sailing's from Liverpool.
If the colours they have chosen are not in stock, they will accept an alternative provided
the designs are those stipulated on the order.
Please send any further correspondence relating to shipment or payment direct to
MacKenzie Bros. and let us have a copy of the commercial invoice when it is made up.

Yours sincerely,
L.W. Lowe (Mrs)
Enc. Order R1432

196
VOCABULARY
Nouns
carriage forward cu'ac thu sau
durability d6 ban, sCrc keo dai
margin mCic lai
indent don uy thac dat hang
luster nubc bong, mat bong
Wen mat vai, son, vec-ni...)
shrinkage co, co lai
partial Shipment giao hang tiing phan
replacement hang thay the
intergral part b6 phan hop thanh
(kh6ng the tach roi)

Verbs

disappoint lam that vong

repay tra lai
prenumber danh s6 truck
wrap boc
Adverbs

straight away thong

uduly kh6ng (King Icy, kh6ng dung cach

Adjectives

non-creasable kh6ng nhau nat, khong gap ngp

identical gi6ng, tu'dng tt,f
waterproof lined có lot kh6ng tham nu&
improper khong thich hop

197
 ENGLISH VIETNAMESE PHRASES
-

1. Placing orders 1. oat hang

a. Opening a. Ma cigu
1. We have received with thanks 1. Chung toi da nhan duoc va xin
you letter of.. cam on t h u cua cac ngai de
ngay....

2. We thank you very much for 2. Chung toi rat cam on chao
your offer of .. hang dm cac ngai de ngay
3. We are much obliged for your 3. ChOng toi rat cam on bao gia
quotation of.. cua cac ngai de ngay...

.... (1) or (2) or (3) and should be .... (1) hoac (2) hoac (3) va se rat
glad if you would accept our order vui miing cac ngai chap nhan don
for the following goods: — hang cua chOng toi mua nhCing
hang h6a sau day:
4. The prices quoted in your letter 4. ChOng toi c6 thd chap nhan
of... are acceptable to us, and we du'oc gia da bao trong tint cua cac
are very pleased to place the ngai de ngay va chung toi vui
following order for... rraIng dat don hang sau day
mua....
5. We thank you for your offer of 5. ChOng toi xin cam on chao
,-th
D July for diesel engines and hang cua cac ngai da ngay 5
confirm our today's cable reading thang 7 chao ban dicing co di-e-
in full as follows: zen va xin xac nhan dian cua
chOng toi toan van nhti sau:
b. Ending b. Phgn kest
1. We shall be grateful for prompt 1. Chung toi xin cam on viac cac
delivery as the goods are urgently ngai se nhanh chong giao hang vi
needed. hang rat can.
2. Please acknowledge this order 2. 1:Y6 nghi cac ngai xac nhan don
and confirm that you will be able hang nay va xac nhan rang cac
to deliver by.... ngai c6 thd giao hang vao...

198
3. We hope to receive (look 3. Chang toi hy vong (mong) nhin
forward to receiving) your advice daoc th6ng bao giao hang cua
of despatch by return of post. cac ngai vac) chuyen thu'sau.

4. Please confirm your acceptance of 4. De nghi cac ngai xac nhin chip
this order; such acceptance should nhin ddn dit hang nay. Sy chip
arrive not later than 14 days after nhin nay phi den vdi chang toi
the date of the order. kh6ng qua 14 ngay kg of ngay ghi
tren ddn dit hang.

5. We trust that you will do your 5. ChOng toi hy vong rang cac
best to execute the order. ngai se c6 Ong het sac de thac
hien ddn hang nay.

2. Acknowledge Order 2. Xac nhan ddn hang

a. Opening a. Ma crau

1. We thank you for your order 1. Chang toi xin cam On don dit
May 6 for Vietnamese black tea hang cua cac ngai de ngay 6/5
HT80. dit mua the den tieu chuin
HT80.

2. We acknowledge with thanks 2. Chang toi cam on va xac nhin

your order dated .... for.... ddn Tit hang mua cua cac ngai
de ngay.... dit mua...

.... (1) or (2) and will despatch to .... (1) hoic (2) va se giao hang
the goods by.... vao...

3. We are pleased to inform you 3. ChOng toi vui mang bao tin cho
that the goods included in your cac ngai Net rang hang thuOc ddn
order of.... have been shipped to dit hang cua cac ngai de ngay
you today by M/S... de du'oc xgp xuong tau... cho cac
ngai horn nay...

4. We are very sorry to tell you 4. ChUng toi rat tigc bao cho cac
that we cannot supply the goods ngai biet rang chOng toi khong the
ordered on.... because.... cung cap hang cho cac ngai dit
ngay.... Lodi vi....

199
 5. We thank you for your order of 5. Chung toi xin cam On dat hang
.... but regret very much that we dia cac ngai dg ngay nhiing
are unable to execute your order rat rigc rang chOng toi kh6ng thg
immediately owing to heavy thut hign don dat hang cua cac
demand. ngai ngay vi nhu c5u mat hang
nay Ion.
b. Ending b. Phgn ke't
1. We hope that our handling of 1. ChOng toi hi vong rang viec
your first order will lead to further thUc hien don dat hang d5u tien
business between us and mark the cOa cac ngai se d5n den viec
beginning of a happy working buOn ban nhigu hon nib giCta
relationship. chOng to va danh dgu !xi& and
d5u quan hg bu6n ban hCtu hag.
2. We hope that the goods will 2. ChOng toi hi vong rang hang se
reach you safely and in good time dgn vai cac ngai an toan va kip
and that you will be pleased with thoi va chung toi hi vong rang cac
them. ngai se visa long voi chOng.
3. We feel sure that you will find 3. ChOng toi chac chan rang cac
these goods satisfactory in every ngai se thgy hang hoa thOa clang
way and that they will perfectly ye moi mat va chUng hoan toan
suit your needs. dap ang nhu c5u coa cac ngai.
4. We have been very happy to 4. Chung toi da rat vui mitng &roc
serve you and look forward to phuc vu cac ngai va mong nhan
receiving your further orders. du'oc cac don dat hang khac nCta
coa cac ngai.
5. We trust that the delay will not 5. ChOng toi tin rang viec cham
cause you any serious tr5 khong gay cho cac ngai stl bat
inconvenience and hope that you tign nghiem trong nao ca va by
will continue to do business with vong rang cac ngai se tip tuc
US. buOn ban \fa chung toi.

200
EXERCISES
1. Answer the following questions
1. What it the essential quality of an order letter?
2. What must be borne in mind when ordering by letter?
3. What are the advantages of an order form?
4. Why should orders placed by cable or telex be confirmed?
5. What are the buyer's obligations in an order?
6. What are the Seller's obligations in an order?
7. What are the most most important items in an order?
8. What should be written in the opening? and in the ending?
9. What comment should one make on the goods ordered?
10. What are the essential points in a sales confirmation?
11. What should be included in a sales confirmation of orders from new
customer?
12 What should one do if the goods order cannot be delivered
immediately?
13. How should letter rejecting an order be written?
14. When must the Seller decline the order received? How should he
write such letters of rejection?
15. What must the Seller do when the goods are despatched?
16. What must be said in an advice note?
17. Why should one write acknowledging safe delivery of the goods
ordered?
18. What is an indent?
19. What is an open indent?
20. What is a closed indent?

201
2. Fill in the blanks and then translate into Vietnamese
An Export Transaction

1. Agent acknowledges order

19 th July 20...
,

Dear Sirs,
Your order No C7432 loth July, 20 500 gross of plastic wash-basins
assorted colours reached us morning and will be without delay.
We have already to the manufacturer in Vietnam. as you stress the
for urgency, we will do everything we to ensure early shipment.
We note you wished the basins to be arranged dozens and packed
in rather than in wooden cases order so save and this will be
We shall arrange insurance the usual terms and the certificate,
together with our draft bill and other documents will be sent you.

Yours faithfully,

2. Agent Requests Quotation from Manufactures

14th July, 20....
Dear Sirs,
We have received an for 500 gross of 16 in circular wash-basins
assorted colours, for shipment to Basra. Please your lowest price FOB
Saigon Port and the earliest possible by which you can have the
consignment for collection at your
Your should include arrangement of the in dozens and in
cartons of convenient for manual handing.
Yours faithfully,

202
3. Agent Writes to Shipping Line
5 1h August, 20...
Dear Sirs,
Will you please us know the name of the ship sailing for Basra and
the closing for accepting cargo as we have consignment of plastic
wash-basins to by it.
The basins will be in 417 cartons, each about 5x3 1/2x3ft and
170 pounds.
When replying, please your rate for freight.

Yours faithfully,

4. Agent Sends Advice of Shipping

22nd March, 20...
Dear Sirs,
The 500 gross of plastic wash-basins you ordered on 10 th July, 20 (your
order No 7432) will be to you by the MS Tigirs from Saigon Port on
the 25th March and to arrive a Basra 15 th April.
The bill of lading, invoice and certificate together with our draft
sixty day's sight have been to the North Europe Commercial Bank
and should you within a few days. The enclosed copy of invoice will
give you information of the
We hope you will the goods and that they will you full satisfaction. We
hope to have the pleasure of with your future orders.

Yours faithfully,

203
5. Agent Passes Documents to Banker
22" March, 20...
Dear Sirs,
Enclosed you will bill of lading, consular , insurance certificate and
our for £10,800 relating a consignment of plastic wash-basins
shipment by the MS Tigris to Ashika & Co Basra.
We shall be glad if you forward these to your correspondent in
Basra to hand them to the consignee his acceptance of our sixty days'
also enclosed.
Yours faithfully,

6. Buyer Acknowledges Consignment

20th April, 20...
Dear sirs,
The shipment of plastic wash-basins, which you advised us your
letter of 22nd March, on time and in good condition.
We are satisfied with the goods and this opportunity to you for
the care and promptness which you attended to our order.
Yours faithfully,

3. Translate into English

1. Chung tOi xin cam on thu chao hang dia cac ngai de ngay 1 thang 12
va chting tOi tha.y có the chalp nhan duoc nhiing dieu kien da neu
trong do.
2. Chung tOi xin cam on m'au hang cac ngai da giri cho chUng tOi hOm 25
thang trudc va se rat vui mirng neu cac ngai chgp nhan va thuc hien
ngay don dat hang mua cac loai than' ma chi-mg tOi giri kern thu nay.
3. ChUng tOi xin cam on chao hang cua cac ngai s6 234 de ngay 6 thang
5 chao ban hang cac loai may nOng nghiep loai nhO va vui mimg dat
hang theo cac dieu kien sau day:

204
4. ChUng tOi xin xac nhan den hang s6 044 cita cluing tOi bang dien
sang nay toan van nhu sau: "10 may barn kie'u MD 50/12 gia mji
chie.c 1200 c101a My- FOB giao hang ngay thanh tocin bang LC nhu'
thlOng le!" va xin not ro mot s6 diem nhu sau:
5. ChUng tOi rat cam on ngai ca-ta-16 va bang gia kern chao hang
s6 72 ngay 4 thang 8 cUa cac ngai, nhung rat tie"c gia cua cac ngai c6
phan cao hon gia cua nhiing nha canh tranh khac. Tuy nhien, chung
tOi hi vong se c6 dip khac buOn ban vii cac ngai trong Wong lai.
6. De nghi cac ngai sap xep giao hang ngay cho chung tOi va tien day
chting tOi xin gin cac ngai chi dan chi tiet v6 bao bi va ki ma hieu de
cac ngai chti Y.
7. Xin cac ngai theo diing ngay giao hang da ghi trong don dat hang dm
chung tOi va chung tOi se khOng nhan hang sau ngay 31 thang 12 vi
hic do khOng con la tiled vu ban hang tren thi witting cua chting tOi
nfra.
8. Chung tOi tin tuOng rang cac ngai se ban rat chay nhiing mat hang c6
pham chat tot nay va cluing toi mong nhan &roc nhieu don dat hang
khac nita cua cac ngai.
9. Chung tOi can ba b0 tai lieu k y- thuat huong dan lap rap, van hanh va
bao duOng may. MOt trong ba ban se phai duoc gni bang may bay
cho chting tOi tru6c de dich sang tieng Viet cho nhUng nguth tieu
dung trong nu6c; hai ban con lai se du is girt theo hang.
10. Chung tOi thay nhiing may nick nay se phai duoc bao hanh trong
vong 24 thang ke tit ngay giao hang va sau thang ke to ngay sir dung.
11. Hang cac ngai dat mua theo don hang s6 432 ngay 25 thang 4 nam
20... da san sang de giao, cluing tOi de nghi cac ngai gap rut in .6 tin
dung thu co cac dieu kien nhu da not trong don hang not tren.
12. Chung tOi xin bao de cac ngai ro chuyen hang linh kien de lap TV
mau thuOc don hang s6 TD 6544 ciia cac ngai da duac xe.p xu6ng tau
song Hall; tau nay se rOi tang Osaka ngay mai. Chting tOi by vong
khi hang ye den Thanh phCi H6 Chi Minh cac ngai se vita long vii
cluing v6 six chu dao nhanh thing cila cluing tOi trong viec thuc hien
don dat hang ciia cac ngai.

205
 13. HOm nay chang tOi da nhan duoc day dit so hang dat mua theo don
hang dm chting tOi s6 4231 vA cluing tOi xin rat cam on cac ngAi ye
su chti y dac biet cUa cac ngAi toi don hang nay. Nhu chting tOi da
not khi dat hang, day chi IA thin dat hang thin ma thOi. Trong thang
toi chUng tOi se dat nhung don hang lon hon va by vong cac ngai van
danh cho cluing toi nhUng su uu di thueng xuyen.
14. Hy vong cua chung tOi IA viec thuc hien hoan hao don dat hang nay
se dan den nhimg m6i quan he bu6n ban ngay cang tot dep hon glib
chLing to tren co s6 dOi ben ding co 10.
15. Cu6i cling chting tOi cam thy nhe nhom vi don hang so 2454 cUa
cluing tOi da duoc thuc hien c6 lc& qua mac du trong qua trinh thuc
hien da co nhiing kh6 khan tuong chUng kh6ng the vuot qua duoc va
c6 hie y nghi huY don hang da xuSt hien. Chang tOi hi vong nlilIng
don hang tie.p theo lon hon cUa chung toi voi cac ngAi se duoc thuc
hien nhanh chong va dat hien qua cao nhgt.

4. Translate into Vietnamese

Goods "on Consignment"

1. Request for goods "on Consignment"
a. Buyer's Request
8 th January, 20...

Dear Sirs,
We are the largest Department Store in Nairobi and have recently received a
number of enquiries for stainless-steel cutlery. We think there are good
prospects for the sale of this cutlery, but at present it is little known here and
as we cannot count on regular sales we do not feel able to make a purchase
on our own account.
We are, therefore, writing to suggest that you send us a trial delivery for
sales on consignment terms. We make the proposal hoping to place firm

206
orders when the brand is established.
If you agree, we would render monthly accounts of sales and send you
payments due after deducting expenses, and commission at a rate to be
agreed. Our bankers are the Nairobi branch of Midminster Bank Ltd. with
whom you may check our standing.
We believe our proposal offers good prospects and you will be willing to
give it a trial.
Yours faithfully,

b. Seller's Acceptance
17th January, 20...
Dear Sirs,
Thank you for your letter of 18 th January. We carefully considered your
proposal to receive a trial delivery of our cutlery on consignment and are
sending you a representative selection of our most popular lines. We hope
you will find a ready sale for them. Your suggestion to submit accounts and
to make payment monthly is quite satisfactory. We are willing to allow you
commission at 10% calculated on profits.
The consignment is being shipped by MS Eastern Prince leaving
Southampton for Mombasa on 25 January. We will send bill of lading and
other shipping documents as soon as we receive them, and meanwhile
enclose a Performa invoice showing prices at which the goods should be
offered for sale.
Because of the excellent quality attractive design and reasonable price this
cutlery sells well in this country and think it will have a good sale in your
stores.

Yours faithfully

207
 2. Offer of goods "on consignment"
a. Seller's Proposal
5th May, 20...
Dear Sirs,
We are anxious to extend the market for nylon goods, which at present
enjoy only a limited sale in Spain.
We are, therefore, writing to suggest that you allow us to send a
representative selection of our manufactures "on consignment". We would
allow you commission of 8% on gross proceeds and expect you to account
for sales, with payments, at the end of each three-monthly period following
the month of delivery.
In accepting our proposal you assume no risks since we ourselves would
meet all expenses connected with the return of any goods unsold. On the
other hand, the arrangement would enable you to offer your customers an
attractive range of modern goods at very reasonable prices.
If you are interested, and we do hope you are, in our proposal, we suggest a
formal agreement on the lines of the model agreement enclosed.
Yours faithfully,

b. Agent's Acceptance
12th May, 20...
Dear Sirs,
We thank you for your letter of 5 th May and accept with pleasure your
proposal to send us a representative selection of your nylons on a
consignment basis. We find your suggested terms satisfactory and shall be
glad to receive your formal agreement for signature.
We have been in the textile market here for the past fifteen years and believe
that with our reputation and connections we can serve you well. Our
showrooms, situated in the centre of town, also offers admirable facilities

208
for dislay. With these advantages we do not expect to have any difficulty in
selling your consignment at good prices and hope that in handling this, your
first, transaction with us we shall not in anyway disappoint you.
Yours faithfully,

3. Agent Submits Sales Account

a. Agent's Submission
18 th January, 20
Dear Sirs,
We enclose our sales account for the quarter ended on 30th December
showing a balance of £1,562.75 due to your after deducting commission and
charges. If you will draw on us for this amount at two months we will add
our acceptance and return your draft immediately.
We very much regret the fall in sales, which is, no doubt, due to the
emergency import duty imposed as part of Government policy to meet the
financial crisis. So long as these duties remain in force sales at the prices we
have been asking will continue to be difficult. The difficultly is also likely
to be increased by pressure of competition from German manufacturers,
who have recently entered the market.
If in these conditions we are to raise the level of sales it will be necessary
to lower prices and if, for your part, you would be willing to make an all-
round reduction, we, for ours, would accept a temporary reduction of, say,
2% in the agreed rate of commission. We suggest this because we wish to
continue to handle your business at a level that will make it worth while
for both of us.
We look forward to your reply and assure you that whatever you decide we
shall make the special effort which present conditions call for.
Yours faithfully,

209
4. Principal's Reply

Dear Sirs,
We thank you for your letter of 18 th January enclosing your sales account
for December. As requested, we are sending with this letter our draft for the
balance of f 1,562.75.
We note with some concern the difficulties that account for the fall in your
sales and see that we cannot avoid a reduction in our prices if you are to
maintain the former volume of sales, and wish to say at once how very
much we value your generous offer of a reduced commission rate until the
conditions improve. For our part, we shall now reduce prices of all goods
shipped to you but, as our costs have continued to rise steadily, the
reduction cannot be as much as we could have wished, through we hope it
will be enough to enable us to maintain our position in the market.
We can not continue business indefinitely at the new prices and we will
have to raise them as soon as the market conditions improve. Any increases
will call for restraint since the demand for most of our goods is elastic.

Yours faithfully,

5. Agent Report Difficulties in Selling Consignment

a. Agent's report

Dear Sirs,
It is becoming increasingly difficult to market your goods in this country
and there seems to be little chance of increasing sales so long as the present
conditions continue.
The main reason for the poor sales is the high prices of your goods. Buyers
agree that their quality is excellent and that for their quality they are
reasonably priced, though beyond the means of the ordinary customers. The
standard of living here is not high and is not high and the market is more

210
 suited to medium-priced goods of reasonable quality than to higher priced
luxury goods.
Your reputation in the market is of the highest and if you could send us
goods of a less expensive type we feel sure there would be a good market
for them. Not only would present buyers increase their purchases, but new
business would also be won from buyers, who in the past have gone
elsewhere.
We put this to you because we believe that it would increase your share of a
market in which price is more important than quality, though this is not to
suggest that the quality is not of some importance.

Yours faithfully,

b. Consignor's Reply
20th September, 20...
Dear Sirs,
We thank you for your letter of 7 th September and for your recommendation
concerning the quality of the goods best suited to this market.
While we welcome your recommendation, we are bound to say that it does
not seem to be supported by our own evidence. Official returns for the
country do in fact point to a reasonable demand for high-class goods, but as
this evidence may not be conclusive, we are prepared to accept your
recommendation and to include some of our less expensive goods in our
next consignment. We shall await the result with interest.
A recent reorganization in our production has led to important economies
and enabled us to reduce many of our prices without any loss of quality. The
revised prices will be charged as from 1 s` October and will apply to many of
the items in the consignment. When offering these to buyers you will, of
course, stress that, though their prices are lower, there is no change in the
quality.
Yours faithfully,

211
c. Further letter from agent
2"d October, 20....

Dear Sirs,
We thank you for your letter of 20 th September, we were very glad to learn
of your decision to include a quantity of your lower-priced goods in the next
consignment.
The official returns may point to a demand for goods of the more expensive
type, but we suggest, with respect, that these returns represent conditions
that no longer exist, and therefore, cannot be relied upon as a guide to
policy.
In our view, your decision to consign lower-priced goods is a step in the
right direction and we think you will find that the future statements of sales
will confirm this.
Yours faithfully,

5. Translate into English

1.
Thua cac ngai,
Nhu cac ngai da biet, kim ngach cna chting toi \Ted cac ngai trong nam vim
qua da va dang tang len mOt cach yang chac. Tuy nhien nam nay kim ngach
nay lai tang 6 t6c dO ma vao khoang thang 12 chUng toi da dat hang mua gap
dOi con s6 nam ngodi. Phai cOng nhan la hien nay chUng tOi da c6 mOt
phOng hang thity tinh Ion hon. Va day la mOt bulk nhay vot trong viec ban
hang dm cac ngai 6 thi tru'eng tren dat nu6c chting tOi.
Xet den thanh c6ng nay, chung tOi dang nghien ctiu kha nang mua du trill
nhieu hon nua mat hang nay cua cac ngai trong tuong lai. VI viec nay la lqi
ich cua cac ngai ding nhu loi ich cua cluing tOi, chting tOi cam thay la cac
ngai co the chao ban cho chUng ten v6i cac dieu kien co lqi hon de tao dieu
kien cho cluing toi ban nhung hang thUy tinh von da quen thuOc va duoc ua
chuOng 0 day nhieu nam nay.
Trong thang 4 cluing toi da dat mOt don dat hang voi cac ngai (C 455) de CO
hang ban vao dip Thien Chila giang sinh, Ice ca nhcing 1)0 c6c uCing yang
dung lam qua tang dac biet. Gib day chting tOi lai guy& dinh tang don dat

212
hang nay len va gui kern don hang C.497 b6 sung vao don hang tren. Chung
tOi ding xin gui kern met don hang nib nhe hon (C.498) giao hang ngay.
Xin cac ngai chu y la trong don dat hang sau cluing tOi da danh dau c6c
u6ng sam banh "Hoang gia" thay cho "Hoang tit" de pheng kha nang kho
cua cac ngai kh6ng cung cap duet loai c6c nay.
Kinh chao
2.
Thua cac ngai,
Chung tOi xin xac nhan da nhan duoc thu cua cac ngai de ngay 14 thang 6
cling vei cac don hang cua cac ngai s6 C.497 va C.498. Xin rat cam on. Don
hang C.497 da duoc b6 sung vao don hang phuc vu Thien Chila Giang sinh
cua cac ngai C.455 dang gap nit chuan bi san sang de giao hang ngay.
Chting tOi lify lam tiec la kh6ng cung cal) duet loai c6c sam banh "Hoang
tit" nhung cluing tOi se girl den cac ngai loai "Hoang gia" thay the da duoc
clanh dgu trong don hang dia. ngai.
Cluing tOi rat vui mirng biet cac ngai thanh ding trong viec ban hang thily
tinh cua cluing tOi. Chung tOi xin girl den cac ngai lei chtic mirng nong nhiet
&Si voi viec buon ban tang len cua cac ngai voi cluing tOi va mong viec ban
hang se con tang hon nua vi loi ich cua dOi ben chung to trong nam tui.
Kinh chao
3.
Thua cac ngai,
Chuyen may keo van nang dau tien CT860 cua cac ngai da ban rat chay
ngay dau tuan khi hang den day va bay gib chung tOi xin dat hang c6 dinh
theo cac dieu ki'en nhu sau:
1. Ten hang: May keo van nang kien CT 860
2. S6 luong: 30 chi&
3. Quy cach pham chai: Theo Ca-ta-16 s6 4/88 va ban thuyet minh lcS%
thuat (gin kem voi chao hang s6 4567 de ngay 2 thang 3 nam 20... cua
cac ngai).
4. Gia mei chi& C.I.F cang Sai Gen Thanh ph6 HO Chi Minh ke ca bao
bi: 2,200 dOla my, tong s6 la 66,000 dOla M.

213
 5. Giao hang: Hai chuyen, chuyen thir nh'St 10 chiec, giao trong thang 8
nam 20... va chuyen thd hai 20 chi& giao trong thang 12 nam 20...
6. Bao bi: Theo tap quart xuSt khau thich hop v6i viec van chuyen xa bang
du6ng Wen.
7. Ki ma hieu: M6i kien duoc ghi 6 hai ben d'Cii din nhau, chit khOng nhO
hon 5cm, bang son khOng phai nhu sau:
Don hang s6 TD 44/50
Ngtroi giri hang: Export Tractor Co., Ltd.
Ngu6i nhan hang: T6ng C6ng ty Nhap may va Phu tong Ha NOi
Kien so: (tir s6 1 tr6 len)
Trong luong tinh:
Trong luong ca
Kh6i luong:
8. Thanh toan: bang tin dung thu khOng the huy ngang duoc tinh bang
&Ong dOla Mi m6 qua Ngan hang Ngoai thuong Viet Nam 15 ngay
tru6c chuyen hang thir nhat qua Ngan hang Thuong mai Tokyo vao tai
khoan va cho ngu6i ban duoc hu6ng 100% gia tri cUa hang se giao.
Duoc phep giao hang timg phan. Chung tir can cho viec thanh toan:
Hoa don thuong mai (3 ban)
Van don goc (1 ban)
Phieu (long goi (3 ban)
Gigy chimg nhan pham chai (1 ban)
Don bao hiem (1 ban)
9. Tai lieu 1(y thuat: hai b0 ban ye ki thuat, hai b0 tai lieu huong thin lap
rap, van hang va bao du O - ng bang tieng Anh se duoc giri bang dung
!lien cling v6i hang h6a. MOt 110 khac nhimg tai lieu not tree se dive
giri bang may bay cho ngubi mua khOng cham qua ngay 30 thang 8
nam 20...
10. Bao hanh: 12 thang ke tir ngay giao hang, 6 thang ke tir ngay sir dung.
Dieu khoan bao hanh nay khOng Ai) dung d6i voi nhirng ton thgt do
phia ngu6i sir dung gay ra.
Chung tOi mong nhan duoc xac nhan don dat hang nay som.
Kinh chao,

214
4.
Thua cac ngai,
Ve don hang s6 TD 4284
Theo don dat hang not tren chung tOi se phai giao cho cac ngai 50 tan vung
den va 50 tan vUng yang vao thang 10 sap tai.
Nhung cluing tOi lay lam tiec bao cho cac ngai biet 1a cluing tOi khOng c6
kha nang giao hang cluing th6i han da thOa thuan. Nhu cac ngai da biet th6i
tiet d Viet Nam dau nam rat bat loci cho nganh trong trot. Ret keo dui mai
den thang ba va khi bat dau nang lai keo theo han han.
Mac clan chUng tOi da c6 gang heI sire trong viec thu gom hang khap not
trong nu6c chi-mg tOi van khOng the giao du hang vao th6i han not tren.
ChUng tOi by vong c6 the giao hang cho cac ngai vao trung tuan thang 11.
Do do chting tOi de nghi cac ngai ra han tin dung thu cua cac ngai s6
HH4523146 m6 ngay 20 thang 9 nam 20... c6 gia tri den het thang 11.
Cluing tOi thanh that xin 16i ye su chum tre nay va hi vong viec nay cung
khOng gay bat tien nhieu cho cac ngai.
Kinh chao,

6. Translate into Vietnamese

Orders and Problems

Dear Sirs,
The first shipment of your CT860 all-purpose tractors was selling within a
week of its arrival. We now have firm orders for another 30. We
accordingly enclose our order PI94 for a further consignment, CIF Saigon.
The CT 860 is by far the best light weight tractor on the market at present
and we feel it has a great potential here. In theory there is no reason why
you should not sell a great many here, in practice, however, it is not quite so
easy. The main difficulties with which we have to content are as follows:
1. We have customers who are so impressed by the fork lift on the CT860
that they are prepared to pay 10% more for immediate delivery; they
claim that the tractor is helping to pay for itself in the three months

215
 they would normally have to wait for delivery. As we have not the
capital to carry large stocks, we are forced to sell on consignment,
thereby losing a substantial amount of business.
2. We have customers who have one of your tractors but who refuse to
order any more because of the long delay in obtaining spare parts they
maintain that even when a spare part is sent off promptly there are
further delays because payment may only be made by irrevocable
letter of credit.
As a remedy for the above we suggest that you consider some way of
granting us special facilities so that we may carry substantial stocks of this
magnificent tractor in all our branches and that you find some way of
speeding ups shipment of spare parts and changing the method of payment.
We should be obliged if you would give these points your earliest
consideration and let us have your comments.
Yours faithfully,
2.
Dear Sirs,
We thank you for your letter of 25 th February, together with your order
PI94. We have made special arrangements to have this order shipped per
MS "Do Miguel" sailing from Liverpool on 10 th March and due Saigon on
15 th April.
We have been very fortunate on this occasion since it is generally rather
more difficult to get orders shipped within a fortnight of receiving them. If
we could guarantee such prompt shipment on receipt of every order, you
would have no more stock problems.
We agree with you that the CT860 is the best tractor of its kind on the
market and that is has a great potential in Vietnam. In view of this we have
approached ECGD (the Export Credit guarantee Department) here and are at
present negotiating an arrangement to grant you credit so that you may carry
a reasonable stock.
With regard to delays in forwarding spare parts, we think that this problem
has now been solved. We have formed an entirely new spare parts division

216
coming into operation at the end of this month, which means that we shall
be able to despatch spares with the minimum of delay.
We shall be writing to you as soon as we hear from ECGD, which should be
very soon.
Yours faithfully,

3.
Dear Sirs,
We thank you for your letter of 4 th march and look forward to a prompt
solution to the problem set out in our last letter.
We are very pleased to learn that your new spare parts division will soon be
in operation and we enclose an order, R. 804 for spares urgently required by
some of our customers. Incidentally, you did not mention whether you have
any intention of revising the method of payment for orders placed by
customers themselves.
We look forward to the prompt receipt of the enclosed order.
Yours faithfully,

4.
Dear Sirs,
We are pleased to inform you that the above order is being sent off
immediately by air freight and should be in your possession within the next
few days.
With regard to the question of payment we are prepared to accept Banker's
Transfer for orders for spare parts received direct from the customers
provided that we have had your recommendation before hand. We suggest
that you forward us a list of the customers with our tractors, who are likely
to want spare parts sent direct, and tick off those you consider would pay by
Banker's transfer without any undue delays.
Yours faithfully,

217
 5.
Dear Sirs,
We are pleased to inform you that the tractors ordered in February, our order
PI94 arrived in perfect condition on the scheduled date and have now been
distributed to their respective customers.
We are now in a position to order another shipment and enclose herewith
our order PI96 for 30 CT860 tractors. We should be obliged, if you could
arrange it, and if you would ship 10 of these tractors to 2 bis Phan Xich
Long, Phu Nhuan District, HCM City where we have just opened a new
branch, and the remaining 20 to Singapore.
We are convinced that you are losing a substantial amount of business here
by the delays in solving our supply and credit problems, and we urge you to
make effective arrangements to bring about some improvement in the
near future.
Yours faithfully,
6.
Dear Sirs,
We are in receipt of your letter of 4 th April, and thank you for the enclosed
order PI96, which is now having our attention. We note that you required
part of the shipment in... this should present no problem as most of the ships
that go to Saigon go past it.
We are pleased to inform you that with regard to the question of granting
you credit, the end is in sight. It only remains for us to come to an
agreement with you regarding the details. Our Chairman, Sir Malcolm
Knight, accompanied by one of our export executives, will be flying to
Saigon on 27th April in order to discuss a contract on the basis of the very
favourable credit terms granted by ECGD. They will stay in Saigon for three
days during which time they hope to have an opportunity of meeting some
of your customers and visiting some of your branches.
Sir Malcolm will be writing to you later on this week in regard to the details
of his visit.
Yours faithfully,

218
7.
Dear Sirs,
th April. We feel that we are
We thank you very much for your letter of 11
really making progress at last.
We very much look forward to meeting Sir Malcolm and we shall do
everything possible to make his visit both pleasant and profitable. We shall
not only arrange for him to meet our customers, but also for him to see some
of the leading figures in agriculture here.
We thank you for the speed and the efficiency with which you have treated
this matter. A hitherto frustrating situation is rapidly changing for the better.

Yours faithfully,

7. Letter writing
1. You have received an offer for chemical ABC from a Thai Company.
All the terms and conditions are found acceptable save the time of
shipment. Write the order, suggest the date of shipment you require.

2. You have received an order for various kinds of Vietnamese carpets

from a firm in England. Write the confirmation of sales stressing that
you will do your best to execute the order efficiently and hoping that
the handling of this one may lead to further profitable and happy
business relationships between your corporation and their firm.
3. You are shortly to ship an order for 50 tons of groundnut to a firm in
Hongkong. But owing to bad crop you are having difficulty in
gathering and collecting them. Write to your customers explaining the
delay and informing him when the consignment can be expected, and
at the same time, asking them to extend their Letter of Credit
accordingly.
4. You are to ship 20 tons of black sesame and 20 tons of yellow sesame.

219
 But for the time being you have got only 10 tons of black sesame.
Write explaining the case and ask if your customers are willing to take
delivery of 10 tons of black sesame and 30 tons of yellow sesame.
5. The consignment of 100 coloured T.V sets following your order No
TH31277 shipped on board M.S Hoa Phuong Do arrived at Hai
Phong Port in good condition. Write acknowledging safe delivery and
thanking your suppliers for their attention and promptness with which
they have executed your order.

220
 Chapter 9

COMPLAINTS AND CLAIMS

In spite of preceding arrangements and the settlement of the terms and

conditions of a transaction in writing, errors and other unpleasant
circumstances may sometimes occur in the course of a transaction; and these
often lead to tedious disputes.
Usually a case starts with the unsatisfied party sending a letter of complaint
which is in itself a claim. Where substantial discrepancies are found between
the shipment and the terms and conditions of the order or contract, the trader
will ask for an indemnity or place the goods at the disposal of the seller.
Following are two kinds of complaint often made by the buyer:
1. Genuine complaint arising from the delivery of the wrong goods,
damaged goods or insufficient goods, inferior goods and non-
ordered goods.
2. The complaint made by a customers who does not want to take
delivery of the goods because he finds that they could be bought
more cheaply elsewhere and who, therefore, wants to get out of the
contract. This usually takes the form of a complaint that the goods
are not according to the sample or descriptions or that there is some
fault in them. The seller, of course, knows the complaint is
unsupported by facts but he has to prove this, which is not always
easy when the buyer is on the other side of the world.

I. WRITING LETTERS OF COMPLAINT AND CLAIM

When you have a genuine complaint, you may feel angry but you must not
show this in your letter, because the supplier may not be to blame. When
making a complaint:

256
1. Plan your letter as follows
1. Begin by regretting the need to complain
2. Mention the number, the date of the order, the date of delivery and
the goods complained about
3. State your reasons for being dissatisfied and ask for an explanation
4. Refer to the inconvenience caused
5. Suggest how the matter should be put right.
2. And observe the following rules
1. Make your complaint at once
2. Assume that your supplier will want to put matter right. It is, after
all, in his interests to do so.
3. Don't assume that your supplier is to blame; he may have a
perfectly good defence
4. Confine your complaint to a statement of facts and a polite enquiry
as to what your supplier proposes to do about it
5. You may or may not decide to suggest how the matter should be put
right, but don't suggest how the mistake may have occurred; that is
a matter for the supplier
6. Above all, avoid rudeness; it may well create ill - feeling and cause
the supplier to be unwilling to be helpful.

II. REPLIES TO COMPLAINTS AND CLAIMS

When dealing with a complaint, observe the following rules:
1. It is often said that the customer is always right. It is certainly a
sound practice to assume that he may be right.
2. If you cannot deal with it promptly, acknowledge it at once. Explain
that you are looking into it and that you will send a full reply later.
3. If the complaint is unreasonable, point this out politely and in an
agreeable manner.
4. If you are to blame, admit it readily; express your regret and
promise to put matters right.
5. Never try to excuse yourself by blaming any of your staff; you are,
after all, responsible for what they do.

257
- III. EXAMPLES OF COMPLAINTS AND REPLIES TO COMPLAINTS
Example 1.
a. Complaint of Wrong Delivery

TOCONTAP HANOI
36 Ba Trieu Street, Hanoi VIETNAM
Telephone: 84 824 3451, Fax: 84 824 3450, Cable add: TOCONTAP HN

Mr. Cliff,
Homemakers Ltd, 3 rd February, 20...
54-59 Riverside,
Cardiff CFI LJW

Dear Mr Cliff;
I have received a consignment of 60 dressing tables from you yesterday,
my order No. 1695, which were ordered from your Summer catalogue,
No. GR 154; But on unpacking them I found that six heavy mahogany-
finished dressing tables had been sent, instead of the light pine-finish
ones asked for.
As most of my customers live in small flats earning a moderate income it
is doubtful that I will be able to find a market for larger more expensive
products.
I also have firm orders for the goods asked for. Would you deliver my
order as soon as possible, and at the same time have some one pick up the
wrongly delivered goods? Thank you.

Yours sincerely,
(singed)
Nguyen Quang
Vice Director

258
b. Reply to Complaint of Wrong Delivery

HOMEMAKERS Ltd.
64-59 Riverside, Cardiff CFI IJW, Telephone: (0222) 49721, Telex: 38217
Registered No. C135162

5 th, February 20...

TOCONTAP
36 Ba Trieu
Hanoi Vietnam
Att: Mr. Nguyen Quang, Vice Director

Dear Mr Quang
Thank you for your letter of 3 February in which you said that you have received
a wrong delivery to your order No. 1695.
I have looked into this and it appears that you have ordered from an out-of-date
catalogue. Our current winter catalogue lists the dressing tables you wanted
under DR 189.
I have instructed one of my drivers from our representative office in Hanoi to
deliver the pine-finish dressing tables tomorrow and pick up the other
consignment at the same time. Rather than sending a credit note, I will cancel
invoice No. T4451 and include another, No. T4467, with the delivery.
There is also a winter catalogue on its way to you in case you have mislaid the
one 1 originally sent you.
Yours sincerely,

(signed)
R. Cliff

Enc. Invoice N. T4467

259
Example 2.
a. Complaint of Damage

Date: 15 August 20...

Dear Mr. Causio,
Our Order No. 14478
I am writing to you to complain about the shipment of sweaters we received
yesterday against the above order.
The boxes in which the sweaters were packed were damanged, and looked as if
they had been broken open in transit. From your invoice No. 18871 we estimate
that thirty garments have been stolen to the value of f 115.00; And because of
the rummaging in the boxes, quite a few other garments were crushed or stained
and cannot be sold as new articles in our shops
As the sale was on a CIF basis, we suggest you contact your forwarding
company with regard to compensation.
You will find a list of the damaged and missing articles attached, and the
consignment will be put to one side until we receive your instructions.
Yours sincerely,

b. Reply to Complaint of Damage

24 August, 20...
Dear Mr. Dhan,
Thank you for informing us about the damage to our consignment (Inv. No.
18871).
From our previous transactions you will realize that this sort of problem is quite
unusual. Nevertheless, we are sorry about the inconvenience it has caused you.
Please would you return the whole consignment to us, postage and packing
forward, and we will ask the shipping company to come an inspect the damage
so that they can arrange compensation; It is unlikely that our insurance
company needs to be troubles with us this case.

260
 If you want us to send you another shipment as per your order No. 14478, please
let us know. We have the garments in stock and it would he no trouble to send
them within the next fortnight.

Yours sincerely,

Example 3.
a. Complaint of Bad Workmanship

Superbuys Ltd. Representative office

No 16 B18 Nam Thanh Cong
Dong Da, IIanoi, Vietnam
Phone & Fax 7761504

Mr. TRAN VAN NAM

Thanh Nam Civil Engineering Co., Ltd.
12 Doan Thi Diem
Dong Da District, Hanoi

Dear Mr. Nam,

I am writing to you with reference to the above premises which you refitted last
February.
In the past .few weeks a number offaults have appeared in the electrical circuits
and the flooring, which have been particularly dangerous to our customers.
With regard to the electrical faults we have found that spotlights on the far wall
have either failed to work, or flicker while they are on, and replacing the bulbs
has not corrected the fault.
The Duraflooring which you laid has been showing signs of deterioration with
some areas being worn through to the concrete creating a hazard to our
customers.
Will you please come and inspect the damage and arrange for repairs within the
next week? The matter is urgent as we can be suited if any of our customers are
injured by falling over the cracks in the flooring. I would also take the

261
 opportunity to remind you that you have guaranteed all your fixtures and fittings
for one year. I look forward to hearing from you soon.

Yours sincerely,
(signed)
K. Bellon
Managing Director

a. Reply to complaint of bad Workmanship

Thanh Nam Civil Engineering Co., Ltd.

12- Doan Thi Diem - Hanoi
Hai Ba Trung District, Hanoi
Phone & Fax 8233352
Mr. K. Bellon
Superbuyes Ltd. Rep. office
16 B 18 Nam Thanh Cong, Hanoi 10 July 20....

Dear Mr. Bellon,

The manager of your shop has probably told you by now that I came down to
inspect the damage you wrote to me about in your letter of 7 July.
I looked at the faulty electrical wiring and this appears to have been caused by
dripping water from the floor above. My foreman, who put the wiring in
February, tells me that the wall was dry at the time he replaced the old wires;
However, we will make the repairs and seal of that section. Duraflooring is one
of the most hardware materials of its kind on the market and I was surprised to
hear that it had worn away within six months, so I made a close inspection. I
noticed that the floor had been cut into and this seems to have been the result of
dragging heavy sharp boxes across it, possibly the ones you use to store some
perishable products in. The one-year guarantee we offer on our workmanship is
against normal wear and tear, and the treatment the .floor has been subjected to
does not come under this category. I am quite willing to have the surface
replaced, but I am afraid we will have to charge you for the materials and work
involved. If I may, I would like to suggest that you instruct your staff to use
trolleys when sifting these containers.

262
 I am sorry about the inconvenience you have experienced and will tell my men to
repair the damage as soon as I have your confirmation that they can begin work.
The floor repairs should not come to more than £490 and the work can be
completed in less than a day. Perhaps we can arrange for it to be completed on
a Sunday when the shop is closed.
Your sincerely,
(signed)
Tran Van Nam
Vice Director

Example 4.
a. Complaint of Non-Delivery

FORHAM VEHICLES PLC

Lever Estate, Searborough, Yorkshire YO 11 3BS
Directors M Blackburn. M. H. Thomson
Telephone No 0723 16952
Fax: 0723 81953
VAT 1462 321 17
Telex: 438665

Mr. R. Zeitman Date 20th June 20....

E.F. Banden AG
Zulpicher Str. 10-20
D-4000 Dusseldorf 11

Dear Sirs,
Order No. VC 58391
We are writing to you with reference to the above order and our letter of 22 May
in which we asked you when we could expect delivery of the 60 dynamos (Artex
model 55) you were to have supplied on 3 June for an export order.
We have tried to contact you by phone, but could not get anyone in your factory
who knew anything about this matter.
It is essential that we deliver this consignment to our Greek customers on time
as this was an initial order from them and would give us an opening in the
Greek market.

263
 Our deadline is 28 June, and the lorries have been completed except for the
dynamos that need to be fitted.
Unless we receive the components within the next 45 days, the order will be
cancelled and placed elsewhere. We should warn you that we are holding you to
your delivery contract and if any loss results because of this late delivery we will
be taking legal action.
Yours sincerely,
(signed)
M. Blackburn

c. Reply to Complaint of Non - Delivery

E.F. Baden AG
Zulpicher Str 10-20 D 1000 Dussendoft 11
Tel; (0211) 38.34.06/09 Fax: (0211) 38.34.271Telex: 032651
Mr. M. Blackburn
Forham Vehicles PLC 20 August, 20...
Lever Estate
Searborough YO 11 3BS

Dear Mr Blackburn,
Thank you for your letter of 20 June concerning your order (No. VC 58391) which
should have been supplied to you on 3 June.
First let me apologize for your order not being delivered on the due date
and for the problems you have experienced in getting in touch with us about
it. But as you may have read in your newspapers we have experienced an
industrial dispute which has involved both administrative staff and
employees on the shop floor, and as a consequence, has held up all
production over the past few weeks.
I can tell you that the dispute has been settled and we are back to normal
production. There is a backlog orders to catch up on, but we are using
associates of ours to help us fulfil all outstanding commitments. Your order
has been given priority, so we should be able to deliver the dynamos before
the end of this week.
May I point out, with respect, that your contract with us did have a standard clause

264
stating the delivery dates would be met unless unforeseen circumstances arose, and
we think you will agree that a dispute is an exceptional circumstance. However, we
quite understand your problem and will allow you to cancel your contract if it will
help you to meet your own commitments with your Greek customers; But we will
not accept any responsibility for any action they may take against you.
Once again let me say how much 1 regret the inconvenience this delay has caused,
and emphasize that it was due to factors we could not have known about when we
accepted your delivery dates.
Please phone or fax me letting me know if you wish to complete your order or
whether you would prefer to make other arrangements.
I look forward to hearing from you within the next day or so.

Yours sincerely,
(signed)
R. Zeitman
Managing Director

Example 5. Wrong goods

a. Complaint

Dear Sirs,
Our Order No TD 412/50 P2
We duly received the documents and took delivery of the goods on arrival of MS.
Mark at Hai Phong Port on 5 th August.
On first account everything appeared to be correct and in good condition except
case No 10. When this case was opened we found it contained quite different
articles. And we can only presume that a mistake was made and the contents of this
case were for another order.
As we need the article we ordered to complete the delivery to our own customers
we must ask you to arrange the despatch of replacements as soon as possible.
We enclose the Survey Report issued by local Vinacontrol and the list of contents
of case No 10, and shall be glad if you will check this with our order and your
copy of the invoice.
In the meantime we are holding the above mentioned case at your disposal.

265
 Please let us know what you wish us to do with it.
Yours faithfully,

b. Reply

Dear Sirs,
Re: Your Order TD 412/50 P2
We thank you for your letter dated 6 th August. We were glad to know that the
consignment was delivered promptly, but it was to be regretted that case No. 10
did not contain the goods you ordered.
On going into the matter we find that a mistake was indeed made in the packing
through a confusion of numbers, and we have arranged for the right goods to be
despatched to you at once.
We shall be much obliged if you will keep case No. 10 and its contents until
called for by the local agents of the World Transport Ltd., our forwarding
agents, whom we have instructed accordingly.
Please accept our many apologies for the trouble caused to you by the error.
Yours faithfully,

Example 6. Damaged Goods

a. Complaint

Dear Sirs,
Our Order No 31177
On the arrival of M/S Shang Maru at the Port of Hai Phong on September 4 th
caseNo.12undrthbvmeiodrwasptemgd.W
therefore had the case opened and examined by Hai Phong Vinacontrol
representatives.
The number of articles in the case was correct according to the packing list but
the following articles were broken:
1. Article 2001
2. Article 2003
3. Article 2004
4. Article 2012
We enclose the Survery Report to the effect that the damage was noticed when
the case was unloaded at Hai Phong.

266
 We shall be glad if you will send us replacements for the broken articles as we
need these to complete our sales to our customers.
Yours faithfully,

b. Reply

Dear Sirs,
Your Order No 31177/TH

It is your great regret that case No 12 under the above mentioned order
shipped on board the 114.S Shang Maru was damaged on her arrival at the Port
of Hai Phong.
As you know our goods are always carefully packed and mistake is, in this case,
not on our part. We hold that they were damaged in the course of transport and
we are, therefore, making a claim on our Insurance Company. We will let you
know the result in due course.
Yours faithfully,

Example 7. Inferior Quality

a. Complaint

Dear Sirs,
It is with great regret that we have to inform you that your last delivery is not up
to your usual standard.
The material seems to be t(il) loosely woven and is inclined to pull out of shape.
By separate mail we have sent you a cutting from an earlier consignment so that
you can compare the two and see the difference in texture.
We have always been able to rely on the high quality of the material you sent us
and we are all the more disappointed in this case as we supplied the cloth to new
customers.
As we shall have to take it back therefore ask you to let us know, as soon as
possible, what you can do to help us in getting over this difficulty.

267
 Yours faithfully,

b. Reply

Dear Sirs,
We have received your letter of 10th August, 20... and thank you for sending us
the two samples of cloth for examination.
We have passed them on to the factory for comment and have told them how
greatly concerned we were over your disappointment in the quality and the .fact
that you had supplied the cloth to new customers. They expressed their great
regret, and we have arranged with them for the quality of the cloth now sent.
If you care to dispose of the inferior cloth at the best price obtainable for it, we
will send you a Credit Note for the difference as soon as we hear from you.
We apologies sincerely for the trouble caused to you, and will take all possible
steps to ensure that such a mistake is not made again.
Yours faithfully,

Example 8. Shortage of goods

a. Complaint

Dear Sirs,
Your consignment under our order No 1527 carried by MS Song Huong arrived
at our port today. After careful inspection it has been found that against 24,000
tins of condensed milk ordered and invoiced the consignment contains only
23,460 tins. In fact, out of 500 cases received, thirty cases bearing serial
numbers CD 48-CD 77 contained 30 tins each, thus making up a shortage of
540 tins.
Please examine the matter and arrange the shipment of the missing tins as soon
as possible as we can accept them only if they arrive before the end of
September.
Yours faithfully,

268
b. Reply

Dear Sirs,

We regret to learn from your letter of 7 th August that in our last shipment
forwarded to you on MS Song Huong, 540 tins of condensed milk were missing.

From the enclosed documents and packing list you will see that the number of
cases and the tins coincides with that invoiced by us.

We would, therefore, advise you to address your claim to the Insurance

Company as in our opinion this is a case of pilferage.

We expect you will have no difficulty in obtaining full indemnity from them, and
trust the matter will be settled to your satisfaction.

Yours faithfully,

Example 9. Delayed Goods

a. Complaint

Dear Sirs,

We have heard nothing further from you concerning the first shipment of
your order No 28282 QH.

As the goods are urgently needed we have had to get them from Thailand.
We are, therefor, claiming from you the amount of US$ 1,000 being the
difference between your price and that of the new supplier and we would
like to have your attention to the raminaing shipments.

We hope to hear from you soon.

Yours faithfully,

269
 b. Reply

Dear Sirs,
Your Oder no 28582 QH

We acknowlege the receipt of your letter and while maintaining that the
regretable delay was occasioned by circumstances beyond our control, we
offer you as a token of goodwill the sum of US$ 1,000 in full settlement of
your claim.
Kindly let us know if this settlement is acceptable to you.
Yours faithfully,

Example 10. Instructions Not Observerd

a. Complain

Dear Sirs,
We refer to you Order for Colonut Oil no 345, 346 and 347
Acording to your instructions the goods were required in May, June and
Junly as the delivery of the first two consignments was delayed you have
shipped all the three orders at the same time on board MS Manchester.
Consequently, we shall receiver a total of 600 tons of coconut oil in one
shipment, which is some thing we wish to avoid as we are short of storage at
the moment.

We hope that this will not occur in the future and that our next orders will
be despached strictly according to our wishes.

Yours faithfully,

270
V. EXAMPLE OF THE SETTLEMENT OF A CLAIM BY ARBITRATION
a. Notice of claim

Dear Sirs,
Contract No 232 dated December 1 5t, 20...
We have examined the consignment of coffee shipped by MS. Catrine against the
above-mentioned contract, and in accordance with the terms of the same are
hereby making a claim against you for the inferior quality of the goods.
After further examination of coffee we shall forward a detailed claim to you.
Yours faithfully,

b. Claim

Dear Sirs,
Contract No 232 dated ls t December, 20...

Further to your letter of 6th May, 20... regarding our claim for inferior quality of the
coffee ex. MS. Catrine against the above mentioned contract, we wish to advise that
as a result of a second examination of the coffee we are making the following claim
against you.
We find that 100 bags of coffee ex MS. Catrine sold to us as Santos Coffee, New
York type 2, contain an excessive quantity of unripe, shelly, broken, weevilly and
defective beans and corresponds to Santos Coffee, New Your type 3/,.
We are therefore claiming from you the amount of US$ 7,200 being the
difference in price between Santos N. Y type 2 and Santos, NY types 3/4 of $ 1.20
per kilo on 100 bags of 6 metric tons.
Please inform us if you agree to grant us this allowance.

Yours faithfully,

271
c. Sellers' Counter Offer

Dear Sirs,
100 bags Santos Coffee ex MS Catrine
We acknowledged receipt of your letter of 26th May, 20... claiming an allowance
of $1,20 per kilo on 100 bags of coffee ex MS Catrine.
We have carefully examined the samples from this consignment and offer you,
without prejudice, an allowance of 50 cents per kilo in full settlement of
your claim.
Failling your acceptance of this offer, the claim will be submitted to arbitration.
Yours faithfully,

d. Buyer Declining Seller's counter offer

-

Dear Sirs,

Contract No 232 dated 1 st December, 20...

We thank you for your letter of 16 June, 20... offering us an allowance of 50
cents per kilo on the consignment under the above mentioned contract; We
regret to inform you that we do not see our way to accept your offer and are
submitting the claim to arbitration.

Yours faithfully,

e. Arbitration Award

The Coffee Trade Fedetration Arbitration Award

Award No A151
London 1St July, 20...
We, the Undersigned Member of the Panel of Arbitrators appointed to the
arbitration of 100 bags Santos Coffee CIF X sold as Santos Coffee New York
type 2, good beacon, greenish, tritely soft, cup-tested sold by Messrs B. Brown &
Co, ex MS Catrine, and, having carefully examined the samples, find them
inferior to guarantee and award the buyer an allowance of 80 cents per kilo.
We further award the arbitration fee of four hundred U.S dollars with the
Federation of 5% of the amount be paid by the seller and the buyer equally.
Yours faithfully,

272
VI. COMPLAINTS AND CLAIMS OF ACCOUNTING ERRORS AND
SETTLEMENTS
As known to business persons, many letters of complaint arise out of
accounting errors, which can be put right by adjustments (or settlements).
Debit Note and Credit Note are used for this purpose.
1. Debit notes
Debit notes are a second charge for a consignment and become necessary if
a customer has been undercharged through a mistake in the calculations on
the original invoice. An explanation is included on the debit note.
Debit notes are the result of carelessness and show that you should be
careful when making up invoices as once a buyer has settled an account, it is
annoying to be told that there is an additional payment. A letter of apology
should always accompany a debit note as the following form:

Debit Note No. 311

Seymore furniture Ltd.
Tib Street, Maidenhead, Barks, SL6 5D2 Telephone 0628 26755
Registered No 18514391 London
VAT No 231 618831
C.R. Mendez SA
31 May, 20...
Avda del EjDcito 83
E-48015 Bilbao

Invoice No L8992 UNDERCHARGE

19- 5 May The extension should read 6 Chairs £12.00
each = £ 72.000
NOT
6 Chairs £ 10.00 each = £60.00
We apologize for the error and ask if you
would please pay the difference viz £12.00 £ 12.00

273
2. Credit notes
Credit notes are sent because of accidental overcharges. A credit note may
also be issued when a deposit is being refunded (e.g on the cartons or cases
which the goods were packed in) or when goods are returned because they were
not suitable or had been damaged.
As with a debit note, a covering letter of explanation and apology should be
sent with a credit note in the case of mistakes as in the following example:

Credit Note No. 517

Seymore furniture Ltd.

Tib Street, Maidenhead, Barks, SL6 5D2 Telephone 0628 26755

Registered No 18514391 London

VAT No 231 618831
C.R. Mendez SA 20 May, 20...

Avda del Ejecito 83

E-48015 Bilbao

Invoice No L8992 OVERCHARGE

19- 20 May The invoice should have read:

15% off gross price of £800.00 = £120.00
NOT
10% of gross price of £ 800.00 = £ 80.00

Refund = £ 40.00. £ 40.00

Please accept our apologies

Seymore Furniture Ltd. have made a mistake on another invoice and must

274
now send a credit note. Note that the form for a credit note is the same as
that for a debit note, except for the heading. Credit notes, however, are often
printed in red.
3. Example of letter of complaint and reply
a. Complaint

M. Lancelot Sarl
703 rue Metairie de Saysset. F-34000 Montpelier
Tel: (33) 843 10312; Fax: (33) 1291037;Telex: 59612503

Mr K. Winford 5 August, 20...

K. Winford & Co. Ltd.
Preston New Road
Blackpool
Lancashire FY4 4UL

Dear Mr Winford,
I have received your July statement for £3,280.64 but noticed that a number of
errors have been made.
I. Invoice Y 1146 for £256.00 has been debited twice.
2. No credit has been listed for the wallpaper (Cat. No. WR 114) which I
returned in July. Your credit note No. CN 118 for £19.00 refers to this.
3. You have charged me for a delivery of paint brushes, Invoice No. Y 1162
for £62.00 but I never order or received them. Could you check your
delivery book?
I have deducted a total of £337.00 from your statement and will send you a draft
for £2,943,64, once I have your confirmation of this amount.

Yours faithfully,
M. Lancelot
Director
b. Reply

275
K. Winford & Co., Ltd.
Preston New Road, Blackpoo. Lancashire FY4 4UI,
Telephone: 0253 61290/1/2 Reg No 31162531
VAT 831 4003 36

The Director 7 August, 20...

M. Lancelot SARI.
703 rue Meltairie de Saysset
F-34000 Montpelier

Dear Mr Lancelot,
Thank you for your letter of 5 August in which you pointed out that three
mistakes totalling £337.00 had been made on your statement
I apologize for the errors which were clue to a fault in our computer which has
now been fixed. I have enclosed another statement for July which shows the
correct balance of 12,943,64.
Yours sincerely,

K. Winford

Encl. Statement

276
 VOCABULARY
Nouns

claim khigu nai

complaint phan nan khigu nai
token dgu higu, bigu hign
settlement giai quygt
pilferage danh trao, an cap
indemnity tien b6i thu'ong
award phan quygt
panel h6i d6ng
arbitration trong tai
arbitrator trong tai vien
replacement hang thay thg
Credit Note phigu tin dung
Debit Note phigu ghi no

Verbs

claim khigu nai

complain khigu nai, phan nan

dispose ban re, ban tong

Adjectives

inferior kern, dubi

unripe chu'a chin (qu6)
Shelly con vo, có vo
weevilly có sau mot

277
 ENGLISH - VIETNAMESE PHRASES

1. We have duly received the 1. ChOng toi da nhgn du'oc d5y du

documents and have taken chang tif va da nh5n hang.
delivery of the goods.
2. We are very sorry to inform 2. Chung t6i 15y lam tigc xin bao
you that... cho cac ngai biet la...

3. The contents of this case were 3. Hang trong horn nay thu6c don
for another order. d5t hang khac.

4. We shall be glad if you will 4. ChOng t6i se vui net.' cac

check this with your order and the ngai so sanh dieu nay vdi don
copy of your invoice. hang coa chOng t6i va b5n sao
hoa don cira cac ngai.

5. We are holding the above 5. ChUng t6i Bang horn not

mentioned case at your disposal. tren de tiny cac ngai dinh doat.

6. On (upon) the arrival of VS 6. Khi tau dgn c6ng....

(M. S)...
7. We shall be glad if you will 7. ChOng tOi se vui rnUng ngu cac
send us replacements for the ngai girl hang thay thg cho nhiing
broken articles. mat hang d5 bi

8. We need these to complete our 8. Chung t6i can nhung hang nay
sales to our customers. de hoan chinh viec ban hang cho
khach hang dm chung t6i.

9. Your last shipment is not up to 9. Chuyen hang trubc cua cac

your usual standard. ngai khong dat &roc tieu chugn
th6ng thudng cua cac ngai.

10. We are all the more 10. ChOng t6i lai cang thgt vong
disappointed in this case. trong triking hop nay.

11. Please examine the matter and 11. De nghi cac ngai xem xet van
arrange the shipment of the de va sap )(gip giao hang d6i vdi
missing tins. nhurIgli6p bi thgt lac.

278
 12. We are short of storage at 12. LOc nay chung toi Bang thigu
present. kho chaa.

13. We have heard nothing further 13. Chung toi chu'a du'oc tin them
from you concerning the first cue cac ngai vg chuyen hang dgu
shipment under our order No TD tien theo don hang so TD 44/50.
44/50.
14. We have passed them on to 14. Chung to' d5 chuyen tip
the factory for comment. chi -1g den nha may xem ho c6 9
kign gi.

15. If you care to dispose of the 15. Neu cac ngai !Liu 9 ban loai
inferior cloth at the best price v6i kern phdrn chgt ay vOi gia cao
obtainable, we will nhgt c6 the du'oc, chOng toi se....

16. The unfortunate delay was 16. Viec chain tr6 khong hay d5
occasioned by circumstances x6y ra trong nhang hoan cgnh
beyond our control. qua SCIC coa chOng toi.

EXERCISES

1. Answer the following questions

1. What are the most usual cases for lodging a complaint?
2. What does the buyer do if the seller has delivered more or less goods
than ordered? What does he do if the goods are of inferior quality?
and if the goods delivered are completely different from those on
order?
3. What is the best way to settle complaints and claims between parties?
4. How can complaints be prevented?

2. Translate into English

1. Hang Ma chung toi dat mua thang 12 nam ngoai clang le duqc giao 4
tun truck day r6i.
2. VI hang h6a can de ban vao thang sau, chung toi de nghi cac ngai giao
hang ngay.

279
 3. Neu cac ngai khOng giao hang duoc vao hoac trudc ngay 1 thang 6,
. cluing tOi se buOc phai huy don hang nay.
4. Chung tOi xin 16i ye sir cham tre va tin tuong rang chting tOi da khOng
gay phien phirc nhieu cho cac ngai.
5. Chung tOi rat tiec khOng dung dugc nhung mat hang kern pham chal
nay VA rat clang tiec phai de tiny cac ngai dinh doat.
6 Chung tOi da nghien cal y kien cua cac ngai rat k y- va thgy rang d6 chi
la su hieu lam ma thOi.
7. Chung tOi khOng chiu trach nhiem ye bait kSt hu hai nao xay ra trong
qua trinh van tai xa bang duong Wen trong tuong lai.
8. Cluing tOi se chi y hon nita den bao bl de pheng nhimg hu hai c6 the
c6 trong qua trinh van tai xa bang duong Wen trong tuong lai.
9. Chung tOi by vong rang cac ngai se hai long vai cach giai guy& cUa
cluing tOi va tin tuong rang sau day cac ngai lai tier) tuc tao co hOi
buOn ban vdi chiing tOi bang each dat hang thuong xuyen de chung tOi
duoc phuc vu cac ngai.

3. Delete what can be deleted and translate it into Vietnamese

Dear Sirs,
Your Order No 65112/TD For Maize
We regret to inform you that consignment of 2,000 tons of Yellow Maize
shipped by MS Cargil" arrived at Hai Phong on 6 111 Dec. in a damaged
condition.
According to the terms of the contract, preliminary inspection of the cargo
was conducted on board the ship immediately after it came to berth, as a
result of which weevilled seeds and living insects were found in great
abundance. The cargo had then to be discharged into lighters and barges for
fumigation purposes before it was finally unloaded into the wharf.
At our request, samples were taken out in presence of Mr. D., your
supercargo, and the results of the final inspection and analysis showed that
the percentage of humidity exceeded the maximum allowance of 2% and

280
that of weevilled seeds and foreign matters by 4 and 7 percent respectively.
On the basis of your expert's assessment it is presumed that the excess humidity
was caused by sweat due to lack of ventilation, and damage was partly caused
by the presence of the great number of gain insects. It is further established
that maize belongs to last year's crop and had been stored for too long a time
without proper care before it was taken out and shipped. Part of the cargo, i.e.
30 tons, is unfit for human consumption and sorting will have to be made if the
maize to be put on sale.
Our customers are not inclined to accept the maize and it is feared that we
may have to place the consignment at your disposal. In the alternative, we
shall claim compensation for all damage and loss incurred at £ 1,000 as per
our enclosed estimate.
The whole consignment is at present stacked at Hai Phong port in a special
shed pending your instructions.
We hope that you will enquire into the matter and inform us of your
decision as soon as you can.
Yours faithfully,

4. Translate into English

1.
Thua cac ngai
Vg MAY DAO DAT SUPERLINE Z28
Chung tOi ky hop d6ng xay dung mot benh vien Xuan Hoa phia bac thanh
ph6 Ha NO 6 thang trudc day. Ngay sau d6 cluing tOi da dat hang mua hai
may dao Superline Z28.
NhUng may nay duoc mua au lien boi vi chimg tOi c6 nhfing bo phan phu c6
the dung lam may cao, may xiic va can cau.
Khi dat hang chung tOi da nhan manh la nhiing may nay se phai dugc giao
dung han vao trung twin thang Bay, 20... H6m nay da la ngay 15 thang Tam
ma chUng tOi van chua thfly may m6c dau ca. ra 19 thang 8 nay chimg tOi
da kh&i cOng tren cOng tru6ng.

281
 Nhu cac ngai d5 bi6t nhfing may nay can dung ngay tit ngay dau de vi nhu
tilt& mat, di va dung nhung c6ng trinh phu cUa c6ng truing va sau nay, dao
mong, san nen.
Do vay chung tOi khOng the lam gi citric cho den khi có may not tren.
Chung tOi tha thi6t mong cac ngai th6ng bac) cho chung tOi bi6t ngay khi nao
cac ngai có the giao hang duic.
Kinh chao,

2.
Thua cac ngai
Vg MAY DAO D 'XT SUPERLINE Z28
ChUng tOi da nhan throe thu cUa cac ngai de ngay 15 thang 8 va 14 lam tic
ye viec cham tre trong viec giao nhfing may mOc not tren. Cluing tOi da gap
nit, sap x6p giao hang va dieu nay có nghia la cac ngai se có may diing trong
vOng hai tuan le vi thuc to cluing da 6 tren tau S6ng Huong khed hanh tit day
di Viet Nam ax him kia.
May Superline Z28 la may dao &it rift tot. Ngay khi xugt hien tren thi truing
d5 thu hdt &roc su chil y cila ding dao khach hang 6 khap nth tren the. gi6i
va do do don dat hang mua lien tuc.
Thang 4 vita qua san xuSt lai hui giarn sot vi mot 56 phu tong dat mua o nth
khac ye muOn. Dieu nay cat nghia cho nguyen nhan cham tre cUa chuy6n
hang. May Superline chay tot va ben se bu dap clang ke cho viec chi dii cUa
cac ngai.
Kinh chao,
3.
Kinh gi:ri Ong A, dai dien hang X tai Ha Nth
Thua Ong,
VP, MAY DA() DAT SUPERLINE Z28
Mac du trong thu ngay 28 thang 2 khi dat hang va trong thu ngay 15 thang 8
cluing tOi d5 not ro la nhiing may dao tren se dirge giao i cOng truing Xuan

282
flea, chting tOi lai phat hien ra 1a may dd duuc chuyen ve Xuan Mai. KhOng
nhiing cluing tOi lung fling vi khOng c6 may ma con thay rat kilo khan trong
viec tiep nhan hai may nay 176 Xuan Hea.
Chting tOi se phai tri hoan cOng viec tren cOng tru6ng them it nfkit la 10 ngAy
Tinh hinh nay khien hanh &Ong cua ngai o Viet Nam la khan thiet.
Kinh chao,

4.
Thua cac ngAi
VE MAY DAO OAT SUPERLINE Z28
Nhan duoc thu cUa cac ngai de ngay 15 tilling 9 chting tOi lap titc cho thu hoi
nhOng may not tren 6 Xuan Mai. Nhiing may nay se &roc thu hoi va chuyen
den Xuan Flea sang nay. Do do ma \Tao luc cac ngai nhan duqc thu nay thi
may cling d5 & Xuan flea roi.
Nhu cac ngai biet trong nhung narn vita qua chting tOi da cung cap kha nhieu
may m6c cho cac ngai va thueng giao o Xuan Mai. Khi ph6ng van tai chuan bi
giao hang ho clä lgy nhan dia chi Xuan Mai trong ho s6.
Cluing tOi thanh thuc xin loi ve thieu sot nay va tin rang gie day cac ngai da
c6 may dao va Cat ca deu tot dep.
Kinh chao,

5.
Kinh gui Ong A, dai dien hang X tai HA NOi
Thua Ong,
Vg MAY DA0 DAT SUPERLINE Z28
Chua bao gi6 chting toi lai thay phien ha trong viec nhan hang theo don dat
hang va chi clan cUa minh nhu Fan nay.
Chung tOi da cur hai can b0 ky thuat be ra ca sang nay de alit nhang may dAo
nOi tren. Ho bao cao IA chi c6 hai b0 phan phu duoc giao cling v6i may. Hai
trong sau hem dung cac 1)0 phan phu cUa can cdu; bon hem kia dung wan
cac 1)0 phan phu cUa may cao. Dieu nay c6 nghia la chting tOi c6 4 may cao
va khong c6 may xiic.

283
 Trong khi chb clgi cac ngai gin may mic, chting tOi xin giri lai hai may cao
va by vong chting tOi c6 the d6i lay hai may xtic tai trung tam dich vu sau
khi ban hang cila ngai tai HA NO vao sang ngay mai.
Kinh chao,
6.
Thua ngai,
Vg MAY DA() DAT SUPERLINE Z28
Mac du chting tOi da phai via thu cho cac ngai ba Ian trong vong may ngay
ve nhang may not tren. Gib day chung tOi lai thay can phai via nira. Sang
nay can 1)0 dm cluing tOi da tra cho trung tam dich vu sau khi ban hang ctia
ngai hai may cao gi:ri nham. The nhung ho van khOng lay duoc may xtic
chua giao. Sau hai tieng (long h6 chb doi ho duqc tra lbi la trung tam khOng
can may xtic de d6i vi chi hai ngay tru6c d6 nhfing may )(tic co In trung tam
da giao cho thanh ph6 H6 Chi Minh. Do do cluing tOi c6 may dao cling nhu
khOng. VI cluing tOi khOng the dao ma khOng xtic.
Ch'ing tOi that su tha thia de nghi cac ngai tim cach girl hai may )(tic cho
chting tOi cang nhanh cang tot.
Kinh chao,
7.
Thua cac ngai,
Hiem khi lai co mot dun hang khOng may mkt trong viec thut hien nhu dun
hang mua may dao &St Superline Z28 cUa cac ngai. Nam nay chting tOi da
ban hang va giao theo gia CIF den tong trung cho 14 nu& nhung chua co
trubng hop nham ran clang tiec nao.
Mac du don hang cua cac ngai khongthuc hien dugc mot cach co hieu qua
nhu mong mu6n nhung it nhat gib day chi:mg tOi khOng thay yen tam khi
biet hai may dao not tren dong bO voi cac beo phan phu gib day da c6 mat
tren cOng twang.
Con hai may xtic chung tOi da chi thi cho dai 15, In Thai Lan ch6 bang
phu'o'ng tien nhanh nhat c6 the durqc ke ca may bay vi the cham nhat la sang
ngay kia cac ngai se c6 may )(tic.

284
 Chung tOi xin chan thanh xin 161 v6 tat ca nhung phien ha, bat lqi ma cac
ngai phai ganh chin va by vong khi biet chat luting tuyet ved cua may ciao
&St Superline Z28 ciia chting tOi cac ngai se tiep tuc dat mua nhieu hon nua
cho cOng cuOc phat tri6n dat
Kinh chao,

5. Translate into Vietnamese

A Disputed Invoice

1.
Dear Sirs
We wish to draw your attention to your invoice No 4472, which we have
just received.
This invoice appears to have been made out for the goods we ordered last
November instead of the goods actually received to date. As we are still
awaiting delivery of the Tudor Dining-room suite and the replacement for
the Queen Anne Armchair which was damaged and could not be accepted,
the above mentioned invoice is obviously incorrect.
We are accordingly returning this invoice so that you may either amend it to
correspond to the goods so far received or present it again as soon as we
taken delivery of the outstanding items.
Yours faithfully,

(2)
Dear Sirs,
We beg to refer to your letter of 14 th Jan in which you state your reasons for
disagreeing with our invoice No 4472.
This invoice was not made out against your November order, but is the top
copy of the delivery note. What apparently happened was that just prior to
loading your order it was discovered by our warehouse foreman that there were
no Tudor Dining room suites in stock. He, therefore, crossed this item off the
delivery note. Unfortunately he forgot to inform the Accounts Dept. with the
result that the corresponding amendment was not made to the invoice.

285
 We are accordingly returning the above together with a credit note for $ 246
corresponding to the goods you have actually received.

Yours faithfully,
6. Letter writing

1. Sang horn qua dai dien Hai Pheng da bao bang dien thoai cho d6ng chi
biet chuyen hang d6 dung bang dien thuOc don dat hang s6 2072 da ye den
Hai Pheng nhang bi ton that.
Don dat hang not tren cUa &rig chi dat mua hang cUa mot hang Nhat Ban
ngay 10-8-20... theo dieu kien CIF cang Hai Pheng.
Tau ch& hang la tau Carl Maxstart cUa C6ng hea Lien Bang floc cap cang
Hai PhOng ngay 19 thang 11, 20...
Toan bo don dat hang not tren g6m 200 chi& to lanh kieu M2024, 100 chi&
may giat c6 lon kieu 4488 va 500 chi& ti vi mau 19in kieu 5033.
Khi phat hien c6 ton that dai dien Hai Ph6ng da mei can 1)6 coa Vinacontrol
Hai Pheng den giam dinh 10 hang. VA bien ban giarn dinh ho lap c6 nhimg
chi tiet sau:
a. Chuyen hang thuc chat c6:
1. TU lanh: 190 chi&
2. Ti vi: 440 chi& mau, 60 chi& den trdng
3. May giat: 100 chiec
b. Tinh trang hang hoa:
1. TU lanh thieu 10 chi&
2. TV mail thieu 60 chi&
3. TV den trdng (60 chiec) kh6ng nam trong don dat hang
4. Hai may giat bi v6 hem va may cting hong khong the sila china ducic.
DOng chi hay dien der khang cho phia Nhat bier va viet thu xac nhan dien
nay ding voi chi tia nhu da neu tren va khieu nai dei b6i thu6ng theo huong
sau:

286
 1. D6i vOi tii lanh chtra giao to se mua o Thai Lan, Nhat phai chiu moi chi
phi vi to dang can gap.
2. D6i v6i TV, yeu cau Nhat phai giti cang nhanh cang t6t 60 chic tivi
mau va de nghi Nhat cho ht.rong giai guy& 60 chi& tivi trdng den theo
cach:
+ Giam gia 30%
+ Ta ban h0 v6i gia cao nhaI có the du6c
+ Cho ngued den mang di

7. Letter writing
1. You have ordered some tractors from a foreign firm, delivery of which
was promised within 6 months from order. Seven months has passed
and the tractors have not been delivered yet, nor has any explanation
been received. Write a firm but polite letter about this to the supplier

2. You have supplied 200 cases containing nylon shirts to a dealer

abroad. He complains that ten of those cases contained only 50 not 70
as mentioned in the packing list, making shortage of 200 pieces.
Write the letter the dealer would send you, supplying imaginary but
acceptable details.
3. Send a reply to the letter in Exercise (3) above explaining that
everything was carefully checked when the goods were packed and
assuming that is a case of pilferage on the high sea and therefore the
dealer should lodge a claim against his insurer.

287
 Chapter 13

APPLICATION OF LE TIERS
AND CV

1. Essential qualities

A letter of application for a job is in every sense a sales letter. It is a letter in

which you try to tell yourself - your qualifications, your training and your
experience. The general principles of sales-letter writing will therefore
apply. You must arouse interest in your qualifications; then, by your past
record and testimonials, conviction; and finally, bring about the action you
want your prospective employer to take - to grant an interview and
eventually give you the job.

First, the most important of all, you must have the qualifications needed.
The best application in the world won't make up for lack of experience or
ability. Unless you are asked to apply in your own handwriting, your
application should be typed. It is then easier to read and, if well set out,
attracts attention at once and creates a favourable first impression.

You may make your application in either of two ways. You may write a
letter and with it enclose a résumé, or a summary, of your experience and
background, or you may write a comprehensive letter containing all the
information you need to give. The first of these arrangements has two
advantages:

- The letter gives you the chance to reveal something of your

personality.
- The résumé provides a quick means of referring to factual details.

378
Your prospective employer will appreciate both.
Example 1: Letter of Application and resume

26 Gordon Road,
CHINGFORD, E.4
15th May, 200...

The Personnel Manager,

Leyland & Bailey Ltd.,
ONelson Works,
CLAPTON, E.5

Dear Sir,
1 feel I have the necessary qualifications and experience needed for the
position of private secretary to your managing director, advertised in the
Daily Telegraph.
When 110 Woodford County High School at eighteen, it was intended that I
should go to College, London to study modern languages, but owing to my
father 's death, I was unable to accept the place offered. I then decided to
train for secretarial work and, as you will see from the resume enclosed,
successfully completed a two-year course at the Bedford Secretarial
College.
My first post, with Babcock, Harris & Co., called for high standards of care
and accuracy in shorthand and typewriting, often in conditions of urgency.
This experience has been most valuable. I left college with speeds of 150
and 50 words a minute in shorthand and typewriting respectively, and these
speeds I have at least maintained.
As personal secretary to the managing director of Reliance Cables I
regularly attended and make reports on meetings and interviews,
receive callers and, in his absence, make minor decisions and deal with
much of his correspondence on my own initiative. I also make detailed
arrangements connected with his attendance at conferences, both in

379
 this country and overseas, and deal with many of his personal matters
such as payment of accounts, renewal of licences, etc.

The kind of work in which your company is engaged particularly interests

me, and I welcome especially the opportunity it would afford to use
languages. Having spent much time on the Continent I speak and write
French and German well, and hold G. C.E. passes at 'A' level in both.
Enclosed are copies of testimonials by Mr. S. Austins, C.B.E. and Canon J.
Bardsley. These, and the references given in the resume, will I feel sure
vouch for my ability to get on well with people and to work happily and
efficiently. I like responsibility, enjoy the challenge of new situations, and
derive much pleasure from improving my abilities and from helping others
to improve theirs.

I hope I may be granted an interview, when I can explain my qualifications

more fully.

Yours faithfully,
(Miss) Jean Carson

Resume by Jean Carson

Photo 26 Gordon Road, Chingford, E.4

enclosed
Cell phone: 1714 8715996

Resume
Objective: To be secretary to your managing director
PERSONAL DETAILS
Name: Jean Carson
Age: 26; Single Special interests: Music, languages
Heath: Excellent Activities: Hockey, golf, swimming

380
 Photograph: Enclosed

EDUCATION
Woodford County High School, 200... to 200... G.C.E. 'O "level 7 passes
'A' level 3 passes
Bedford Secretarial College, W.1, 200... to 200... Secretarial Diploma

a, Subject studied:

English Secretarial Duties Accounts

Shorthand Commercial Mathematics French

Typewriting Current Affairs German

b, Practical training:

Typewriters (all standard makes, Duplicators (Gestetner, Roneo,

including electric) Banda)

Telephone switchboard Dictation machines (Dictaphone,

Emidicta)

c, Special awards:

Royal Society of Arts: Silver medal .* Shorthand, 150 w.p.m.

Governors' prize for first place in College examinations

d, Activities:

Member, Students' Union Committee

Vice-captain, Hockey, first team

BUSINESS EXPERIENCE

381
 Solicitors, Vicarage Road,
60 Kingsway, W. C. 2 Leyton, E.10
(September, 200... to March, 200...) (April, 200... to present)
REFERENCES

Dr. R.G. Davies, Principal, Bedford Secretarial College, W.1

Mr. W Harris, Partner, Badcock, Harris & Co., 60 Kingsway, W. C. 2
Mr. W.J. Godfrey Managing Director, Reliance Cables, Vicarage Road,
Leyton, E.10

Example 2: A Résumé by a former student at HUMT•

RÉSUMÉ
Nguyin Xucin Ha Anh

Hanoi University of Business and Technology (HUBT)

Room A-208, 29/124A Vinh Tuy Str., Hai Ba Trung Dist., Hanoi
Phone: (844) 6336507 Ext: 208; Email: dhanntftfrot.vn

Date of birth : 5 th July, 197... Sex : Female

Permanent residence : 5B, Dong Tam, Hai Ba Trung Dist., Hanoi
ID card No :011831218
Place of issue : Hanoi; Date of issue : 13 April, 199...
Passport No : PT A0713373 A
Place of issue : Hanoi ; Date of issue : 22 May, 200...
present address : 5B, Dong Tam, Hai Ba Trung Dist., Hanoi, Vietnam
Home phone : (844) 8699642 - (844) 8699834

382
Cell phone : (844) 9169521 Email: [email protected]

OBJECTIVE : To obtain an MBA at Hope International University

Profile
- Assistant Director of the Business English teaching and
examination Centre (BETEC) under HUBT
- Assistant Director of the Vietnam - US Cooperation Education
Program under HUBT.
Education
198... - 199... Pupil in Hanoi
199... - 200... Hanoi University of Business and Management
(HUBT)
Major: Business Management; University Degree
198... - 199... International Secretarial Training Course
199... Business Correspondence and International Business
Contracts Course
Summer 200... Young Teachers Training Course at HUBT
Jan. - Jul., 200... English Course, Vietnam-US Cooperation Education
Program.
Other Skills
- Word, Excel, Power Point, Internet
- Office Management
- Multimedia Equipment for classroom and office
Work experience
Jan., 199... - Oct., 199... Working part-time at Short-term Training
Faculty, HUBT
Nov., 199... - Jan. 2001 Working part-time as Assistant at BETEC, HUBT
Feb., 200... 200... Assistant Director of BETEC, HUBT
200... up to now Assistant Director of the Vietnam-US
Cooperation Education Program, HUBT.
Hobbies
- Cooking, Swimming, Travelling, Saxophone, Reading books.

383
 References: Prof. Dr. Nguyen Trong Dan, Director of BETEC, HUBT
Dr. Le Van Chau, Dean, Faculty of English, HUBT

2. Points for guidance

a, Remember that the immediate purpose of your application is not
to get the job, but to get an interview.
b, Remember that your application is all your prospective employer
will have whereby to judge you. Make it stand out from the rest.
See that it is well typed and attractively set out, as in the above
typed example.
c, Write to the point and give the information needed in as few
words as possible.
d, Write sincerely - in a friendly tone, but without being familiar.
e, Show a proper appreciation of your abilities, but without boasting
or making exaggerated claims.
f, Don't suggest you are applying for the job because you are bored
with your present one.
g, If your main interest is in salary, don't state the figure you expect.
Instead, mention what you are getting now. It will be enough to
show what you expect.
h, Two or three testimonials are usually enough, but send typed
copies and keep the originals for the interview.
i, Where the advertisement quotes a Box number, address your
application to "The Advertiser, Box No...". You can then
correctly use the salutation "Dear Sir".
j, A closing suggestion that you are interested in the kind of work
offered is always helpful.
k, After the interview, write appreciating the courtesy shown. You
will create a good impression by doing so.

384
3. The Introduction of an application Letter
The way in which you introduce your application will vary with the
circumstances that prompt it; whether, for example, it is:
- answering an advertisement
- using an introduction by someone
- unsolicited.
You will find below examples of each.
If the letter is answering an advertisement, some reference to the
advertisement must be made. The best place for this is either in a subject
heading, as in the following letter, or in the opening paragraph.

Example I: Application with subject heading

Dear Sir,
Re: Being Editor of the Economic Times

I should be glad if you would consider my qualifications, particulars of which

are contained in the enclosed sheet, for the above post.
I have a special interest in English and in books and ever since I left school
eight months ago I have wanted to get a post with a reliable newly publishing
firm. Your present vacancy seems to offer the opportunity I have been waiting
for. I enclose copies of testimonials from Ms. Bich, my former headmaster, and
Prof. Dr. Nguyen Trong Dan. These, and the references noted on the enclosed
sheet, supply evidence of my ability to work efficiently and to get on well with
other people.
If appointed I am sure I should enjoy the work and hope you will call me for an
interview.

Yours faithfully,

385
 1\fote: The enclosure to this letter would include details of age, education,
examinations, any previous experience and the names of referees.
Although the opening paragraph is the usual place for referring to the
advertisement being answered, there is no need to start it with the old-
fashioned With reference to your advertisement in ..., or I am writing to
apply for the position of ... Openings such as these have worn threadbare
with over-use. Attract attention by something more original and give your
application a good send-off. You will find useful examples in the letters that
follow.

Example 2: Application answering an advertisement

Dear Sir,
I shall shortly be leaving school and, wanting to find work in an office, was
very interested in your advertisement in yesterday's The Times for a junior
clerk in your accounts department.
I have been a pupil at the Chingford Secondary School since 200... and in the
examinations of the College of Preceptors last year gained certificates at the
elementary stage in English language, arithmetic, geography and elements of
commerce. I remained at school for an extra year to improve my general
education and next month shall be taking the Stage I examinations of the Royal
Society of Arts in English and principles of accounts.
For the past year I have been a prefect and have helped with the running of the
school bank, which is linked with the national savings scheme. I am very
interested in commercial work, especially on the accounting side, and will be
attending evening classes next session in book-keeping and related subjects.
Both Mr. C. Drury, my headmaster, and Mr. R. Carr, director of the Chingford
Youth Centre, have agreed to act as referees.
If appointed I could begin work any time after the end of July and hope you will
grant me an interview.

Yours faithfully,

386
If the application uses an introduction by some person, this should be
mentioned in the opening paragraph. It is a useful way of attracting
attention.

Example 3: Application using an introduction

Dear Sir,

Mrs. Phyllis Naish, secretary to one of your directors, has told me that you
have a vacancy . * a shorthand-typist and I should like to offer myself for the
post.
1 am twenty-one years of age and a former pupil of Wanstead County High
School, where 1 completed a two-year six Tform course. I left school with a good
academic record, with 'A' level in English, geography and French and then
took an intensive one-year secretarial course al the Walthamstow College of
Commerce, passing the examinations of the Royal Society of Arts in English
(advanced), office practice (intermediate), shorthand (120 words a minute) and
typewriting (50 words a minute).
1 am now a shorthand-typist with Enterprise Cables Lid. and have spent two
very happy years there, but the office is small and 1 wish to widen my
experience.
My 'Omer headmistress has written the enclosed testimonial and has kindly
agreed to give further details should they be needed. If as I hope, you are
interested in my application, you will of course be able to get more information
about me from my present employers.
1 enjoy the kind of work 1 am doing, but wish to continue it in circumstances
that offer better prospects. I shall be glad to call,* an interview at any time.

Yours faithfully,

387
 An unsolicited application is the most difficult of all to write since there is
no advertisement or friend to tell you anything about the work, or indeed
whether there is a vacancy. In such a situation you must try to find out
something about the firm's activities and then show how your qualifications
and experience could be used.

Example 4: An unsolicited application

Dear Sir,

For the past eight years I have been a statistician in the research unit of
Messrs. Baron & Smallwood, Ltd., Glasgow, and now wish to make a change.
My only reason is to widen my experience and at the same time improve my
prospects. It has occurred to me that a large and well-known organization such
as yours might be able to use my services.

I am thirty-one years of age and in excellent health. I thoroughly enjoy working

on investigations, particularly when statistical work is involved. At the
University of London 1 specialized in merchandising and advertising and was
awarded a Ph.D. degree for my thesis on "Statistical Investigation in
Research".

Although I have had no experience in consumer research, I am familiar with

the methods employed and fully understand their importance in the recording
of buying habits and trends. I should like to feel that there is an opportunity to
use my services in this type of research and that you will invite me to call on
you. I could then give you further information and bring testimonials.

Yours faithfully,

388
The following are other examples of applications used for a variety of posts.
They are presented, not as models for copying, but rather as examples to be
studied for guidance in writing application in the accepted modern style.

Example 5: Application for a post as foreign correspondent

Dear Sir,

As soon as I saw your advertisement in Today's Times for a foreign

correspondent I felt it was just the kind of post for which I have the
qualifications and for which I have been looking for some time.

I was born of English parents in Paris and have spent several years in different
parts of Germany. I speak and write both French and German fluently and also
have a good working knowledge of Spanish.
I am thirty-two years old and married and for the past six years have been on
the staff of Messrs. Lambert & Co., shipping and forwarding agents, London,
E. C. 2, with full responsibility for their . foreign correspondence. The firm is not
a large one and the amount of foreign correspondence is often not enough to
keep me . fully occupied on the kind of work I really enjoy. It is .for this reason
that 1 wish to get a similar post with a larger firm, with more work of the kind
Ibr which I am well qualified and better prospects.
I enclose a copy of a testimonial from Messrs. Dickens & Wood of
Southampton from whom 1 worked for two years in a similar post. Mr. Lambert,
the senior partner in my present firm, sympathizes with my wish to make a
change and has kindly agreed to my giving his name for reference.

I hope I may be invited to call,for an interview.

Yours faithfully,
James Harvey

389
 The following application is worth studying for the clarity with which the
writer presents his information about previous training and experience and
his present responsibilities. He goes straight to the point and wastes no
words:

Example 6: Application for a post as sales manager

Dear Sir,

I was very interested to read your advertisement in yesterday's Daily Telegraph

fbr a sales manager and write to offer my services. I am thirty7fbur years of age
and have had ten years' experience in the sales departments of two well-known
companies.
I received my education at the City of London School and remained there to
take a full sixth-JO rm course in economics. After completing my period of
national service I was accepted at Manchester University and took an honours
course in modern languages and was awarded a second class. I then joined the
sales department of Alpha Machine Tools Ltd., Birmingham, as a trainee and
upon completing their two-year course was given an appointment as their
North-West England representative. After staying with this company a further
two years I took up my present appointment with Oral Plastics Ltd., Preston.
my special duties here include the training of sales personnel, dealing with the
company's foreign correspondence and organizing market research and sales-
promotion programmes. I enjoy my work and am very happy here, but _feel the
time has come when my experience in marketing, both in the field and in
administration, has prepared me . for the responsibility of full sales
management.

Mr. James Watkinson, my managing director, and Mr. Harold Webb, sales
manager of my former company, have both consented to my naming them as
referees.
I shall be pleased to provide any further information you may need and hope I
may be given the opportunity of an interview.

Yours faithfully,

390
Example 7: Application for Computer Training

Dear Sir,

Work with computers holds a particular attraction . for me and I am writing to

apply for the vacancy of management trainee in your data processing
department currently advertised in the Guardian.

I am twenty-two years old and completed my . full-time schooling at

Marlborough College, Wiltshire, with 'A' level passes in mathematics, physics
and German. 1 was awarded an open scholarship to Queens' College,
Cambridge, and was awarded a first' in mathematics and a 'second' in
physics. I left the university last year and, to improve my German and to gain
some practical experience, accepted a temporary post with Firma Hollander
and Schmidt for work in their laboratories at Bremen. This work comes to an
end in six weeks' time.

1 am unmarried and would be quite willing to undertake the training courses

away from home to which you refer in your advertisement. My special interest
is in computer work and 1 should like to make it my career. I believe that my
qualifications in mathematics and physics would enable me to do so
successfully.

For further information about me I refer you to Mr. T. Gartside, M.A., my

former Housemaster at Marlborough, and Dr. W. White, Dean of Queens'
College, Cambridge. I should like to feel that you will take up these references
and grant me the opportunity of an interview.

Yours faithfully,

391
 VOCABULARY

Nouns Danh tit

prospective employer ngubi chu tuong lai

Sales letter thuc At ban hang

testimonials gray chang nhan nang lu'c

chuyen mon
résumé so ygu ly lich (xem CV)
shorthand t6c ky
initiative de xu6ng/ sang kign

Continent ch5u Au
vice captain d6i truOng (d6i bong de, dOi
hockey...)
exaggerated claims not qua, ngoa ngOn

good send-off khOi dau tot dep

reference tham kh5o

referee ngubi vigt thu'tham kh ao

.

statistician ngubi lam th6ng ke

worn threadbare cii ky

Verbs and combinations DOng tit va cum Ong tit

to arouse interest day len scf quan tam

to arouse conviction dgy len long tin

to make up for something ba d5p, thay the

to reveal something tigt 16 cai gi

to vouch cam doan

to consent dung

Adjectives Tinh tit

comprehensive toan den

392
 khong du'Oc mdi, khOng du6c d'6 nghi
unsolicited

Adverbs Trang tit

respectively Ign luot

eventually cu6i Gang

PHRASES

Openings Ma au
TOi mu6n xin vac) vi tri &too
1. I wish to apply for the post of ... 1.
cao tren tap chi ... gan day
advertised in the current issue quang
of.../currently advertised in the ... /du'oc quang cao On day ten ...
TOi vui m&ng doc quang cao caa
2. I have read with interest your 2.
advertisement in ... and wish to apply cac ngai tren va mu6n xin vao vi
for the post of ... tri
TOi rat quan tam tdi th6ng tin cac
3. I am very interested in the vacancy 3.
quang cao can
you are now advertising in the ... for ngai clang ten ...
cho vi tri va mu6n
a ... and wish to offer my services tuya2n
(should like to apply for the post). du6c thif kha nang cua minh (mu6n
du'oc xin vac, vi tri do).
TOi viat thu' vi mu6n hOi lieu cac
4. I am writing to enquire whether 4. trong
you have a vacancy in your ngai có mot vi tri nao do con
cac ngai ma toi cc') th6
organization that I might usefully fill. trong t6 chac
thich hOp.
Qua Ong ..., mot trong nhiing
5. I understand from Mr. ..., one of 5.
your suppliers, that there is an nha cung cap coa cac ngai, toi
opening in your office for ... du'pc bit rang cong ty cac ngai
dang tuya'n ngutii cho vi tri

393
 6. Mr. ... informs me that he will be 6. Ong ... bao cho toi bigt rang ong
leaving you on ... and if his position ay se rdi cong ty cac ngai vac) ngay
has not been filled, I should like to va ngu vi tri coa ong ay van con
offer myself for it. tr6ng, toi mu6n giii don vac) vi tri
do.

Endings Ke-t thdc

7. I look forward to the pleasure of a 7. Toi mong cho du'oc mai tali cuac
personal interview. phOng van ca nhan.
8. I trust you will consider my 8. T6i tin rang cac ngai se xem xet
application favourably and grant me don xin viec coa toi mat cach co
an interview. thien cam va se cho toi co cal h6i
&roc phong van.
9. I should appreciate an interview 9. Toi se danh gia cao cuac phong
and the opportunity to give you more van va cal hal du'oc trinh cac ngai
information (details) about myself. them cac thong tin v6 toi.
10. I could come for an interview at 10. Toi co thd toi phong van bat ca
any time and enclose a card khi nao va girl kern - mot tam card có
addressed to myself and hope you ghi dia chi cOa toi va by vong cac
will use it to say when I may come. ngai se set dung no de th6ng bac)
khi nao toi có thd den du'oc.

394
 EXERCISES

1. Write a letter to a Paris firm introducing a young man of eighteen

about to leave school and recommending him for a post in their offices.
His French is good, but he wishes to improve it by practical experience.
2. Answer one of the following advertisements:
a, Clerk required by insurance brokers. Quick at figures, with
knowledge of accounts. Apply stating qualifications and
experience to Box 125 Daily Telegraph.
b, Firm of import and export merchants want well-educated youth
for clerkship. Knowledge of French and German desirable.
Good prospects. Apply, stating age, education and experience to
Box 361 Evening Standard.
3. You want a secretarial post with a well-known company. There are no
vacancies at present. Draft an application asking to be considered for the
next vacancy.

395
 The Language of
Business Correspondence
in English
NEON NGli THU' TIN THUOING MAI TIE ANN

ChM tract] nhiem xuat ban/Published by:

Hci Tal Thang
then tap/Edited by:
Nguyen Hu Linh
Thu Ha
Trinh bay/designed:
Qutatig Diing

In 1.000 ban, khO 16 x 24 cm tai Cling ty Co phAn In Ctiti Giay

Giay phep xuat ban s6: 172-2008/CXB/06-43/LDXI-1 cam Cue Xuat ban
cap ngay 28 - 02 - 2008
In xong va chi6u quY III nam 2008.