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For the attention of the Sales Manager

VIEWS: 3 PAGES: 32

  • pg 1
									Commercial correspondence
a. Two sides involved in written communication
Find synonyms for 'writer' and 'reader' in the table below.

the writer                                       the reader
                     1) the sender                            2) the addressee
              3) the recipient         4) the receiver           5) the addresser




b. Types of routine business letters
Match the words (1-5) with the definitions.

1. a complaint                   a request to send particular goods
2. an invoice                    a request for general information
3. a quotation                   a request for payment
4. an inquiry/enquiry            what you say/write when you are not satisfied
5. an order                      a document giving detailed information about the cost of
                                 goods/services

c. Business transactions
Each of the following can be both the writer and the reader. It will depend on what stage of a
particular business transaction they are involved in.



                 potential customer
                       individuals and businesses (companies)
                          dealer/supplier
                             manufacturer/producer
                                     service provider




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                               1
d. A customer-supplier sequence
Each stage of a business transaction has correspondence accompanying it.
Complete the typical customer-supplier sequence with the words from the box.

                          a complaint                       information
                                   an invoice (with the goods)
                   an order                 the problem             a quotation
                             an inquiry                 the quotation

The customer ...                                    The supplier ...

   1. makes ______________ >>>                            2. sends _______________ >>>

   3. requests ____________ >>>                           4. gives _______________ >>>

   5. makes ______________ >>>                            6. sends _______________ >>>

   7. makes ______________ >>>                            8. solves ______________ .




e. Business letters: example sentences
Complete the following sentences. Who were they written by: the customer or the supplier?

           recommended               call         for        contact     in   hearing
        grateful             if             for     our        of          current       on

   1. I would be ____________________ if you could send me details of your PS/3 range.

   2. You were ____________________ to us by our associates.

   3. Please find enclosed our ____________________catalogue.

   4. Thank you ___________ your inquiry.

   5. I enclose _____________ catalogue and price-list for DVD video equipment.

   6.   You will find full details of the Omega range ________ pages 31-35.

   7. Please contact us _________ you have any further questions or would like to place an
      order.

   8. I would be grateful if you could arrange for your Technical Director to
      ____________________ on me next week.

   9. We look forward to ____________________ from you.

   10. We would be grateful ____________________ an early reply.

Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                            2
   11. Please do not hesitate to ____________________ me in case you require any further
       details.

   12. Thank you for your letter ____________________ 19 May.

   13. We are particularly interested _________ your Q49 series.




   N.B.: Apart from routine business letters, there are personal formal letters, such as job
   applications, letters of recommendation, invitations, reservations, thank-you letters, letters
   of condolence etc.




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                              3
1. A SIMPLE BUSINESS LETTER: LAYOUT 1 (Inquiry)


                                               Bredgade 51
                                               DK 1260
                                               Copenhagen K
                                               DENMARK

                                               6 May 20__

   Compuvision
   Warwick House
   Warwick Street
   Forest Hill
   London SE23 1JF
   UK



   For the attention of the Sales Manager

   Dear Sir or Madam

   Please would you send me details of your DVD video systems.
   I am particularly interested in the Omega range.


   Yours faithfully
   B. Kaasen
   (Ms) B. Kaasen




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić   4
Consider the layout of the letter on page 4. What parts does it consist of?

1) Sender's address                                             1) Bredgade 51
                                                                   DK 1260
                                                                   Copenhagen K
                                                                   DENMARK


2) Date                                                         2) 6 May 20__


3) Inside address                  3) Compuvision
                                      Warwick House
                                      Warwick Street
                                      Forest Hill
                                      London SE23 1JF
                                      UK


4) Attention line                  4) For the attention of the Sales Manager


5) Salutation                      5) Dear Sir or Madam


6) Body of the letter              6) Please would you send me details of your
                                      DVD video systems.
                                      I am particularly interested in the Omega
                                      range.


7) Complimentary                   7) Yours faithfully
   close

8) Signature                       8)     B. Kaasen
                                          (Ms) B. Kaasen
Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                5
Notes:

4. Attention line
In the attention line, the subject of the letter is normally included:

    Non-payment of invoice no. 1564

The attention line can also be an alternative to including the recipient's name or job title in the
inside address:

    For the attention of the Sales Manager
    For the attention of Mr John Taylor, Sales Manager

They usually come in UPPERCASE LETTERS or bold type.


5. Salutation
A comma after the salutation is optional:

      Dear Mr Smith
      Dear Mr Smith,

If you are addressing an organisation/company as a whole, then:

     Dear Sirs
     Gentlemen: (US)

If you are addressing a person (man/woman) whose name you do not know:

     Dear Sir
     Dear Madam

If you are addressing a head of department or the head of an organisation whose name is not
known, it is appropriate to use:

     Dear Sir or Madam
     Dear Sir/Madam




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                                6
7. Complimentary close
   salutary line:                           >> close:

   Dear Sir                                 Yours faithfully
   Dear Sirs
   Dear Madam
   Dear Sir or Madam                        US also: Yours truly

   personal name included:

   Dear Mr Jones                            Yours sincerely
   Dear Mrs Robinson                        US also: Yours truly
   Dear Ms Smith



   informal:                                informal:

   Dear Melanie                             Best wishes
   Dear John                                Regards/Best regards




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić   7
2. A SIMPLE BUSINESS LETTER: LAYOUT 2
(Reply to an inquiry)




                      Compuvision Ltd
                       Warwick House                Telephone +44(0)20 8566 1865
                       Warwick Street               email staff@comvis.co.uk
                       Forest Hill                  www.comvis.co.uk
                       London
                       SE23 1JF


                                                    Your ref. 6 May 20__
                                                    Our ref. DS/MR
                                                    11 May 20__
       Ms B. Kaasen
       Bredgade 51
       DK 1260
       Copenhagen K
       DENMARK

       Dear Ms Kaasen

       Thank you for your inquiry.

       I enclose our catalogue and price-list for DVD video equipment. You
       will find full details of the Omega range on pages 31-35.

       Please contact us if you have any further questions or would like to
       place an order.

       We look forward to hearing from you.

       Yours sincerely
       Mary Raynor
       p.p. Donald Sampson
       Sales Manager

       Enc.
Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                 8
In this letter there are some elements that were not included in the letter in Layout 1. They are
marked below.
What is each of the elements 3-8 called?



                                Compuvision Ltd
1)      Printed
        letterhead
                                Warwick House                        Telephone +44(0)20 8566 1865
                                Warwick Street                       email staff@comvis.co.uk
                                Forest Hill                          www.comvis.co.uk
                                London
                                SE23 1JF


2)      Reference                                                    Your ref. 6 May 20__
                                                                     Our ref. DS/MR
3)      ?                                                            11 May 20__

4)      ?                       Ms B. Kaasen
                                Bredgade 51
                                DK 1260
                                Copenhagen K
                                DENMARK

5)      ?                       Dear Ms Kaasen

6)      ?                       Thank you for your inquiry.

                                I enclose our catalogue and price-list for DVD video
                                equipment. You will find full details of the Omega
                                range on pages 31-35.

                                Please contact us if you have any further questions or
                                would like to place an order.

                                We look forward to hearing from you.

7)      ?                       Yours sincerely
8)      ?                       Mary Raynor
9) Job title                    Sales Manager
10) Enclosure
                                Enc.



Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                             9
3. AN INQUIRY/REQUEST:


                        PHYSIOLOGICA
   17 Princess Street                               Telephone 071 982 7111

   London                                           Telex 9881

   EC1DQ                                            Fax 071 982 7712



                                                            Our ref: AN7JS
                                                            Your ref:

                                                            1 July 20__

       Discpro SA
       251, rue des Ramonières
       F-86256 POITIERS CÉDEX
       France



       For the attention of the Sales Manager

       Dear Sir or Madam

       We are a software company based in London and are currently
       developing a Windows-based scientific graphics package for use in
       universities and research laboratories. We are interested in protecting the
       programs we sell from unauthorized copying and duplication.

       Could you please send us more technical information about your RSP-11
       software protection system together with your current brochure and
       price list?

       We look forward to hearing from you.


       Yours faithfully

       Anne Newson
       Project Director




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                   10
4. REPLY TO AN INQUIRY:
Complete the following letter with the missing prepositions.


    251, rue des Ramonières                       F-86256 POITIERS CÉDEX



    Discpro SA                                    Tél (33) 99681031
                                                  Télécopie (33) 102163

                                                  Réf PV/KH

                                                  5 July 20__

     Ms Anne Newson
     Project Director
     Physiologica
     17 Princess Street
     London EC1 7DQ
     UK

     Dear Ms Newson

     Thank you ________ your letter ________ 1 July ________ which you
     expressed an interest ________ the RSP 11 software protection system. Please
     find enclosed our latest brochure and price list.

     ________ the information in your letter, I can confirm that the range of
     products we supply would be ideal ________ your needs. In particular, I
     would like to draw your attention ________ the RSP 11W ________ page 3
     which is designed ________ software protection ________ Windows
     environment.

     As you will see, our protection systems are tailored ________ individual
     programs. Please let me know whether you would like to arrange a meeting
     ________ our Technical Director, Mr Michel Gérard, to prepare a more
     detailed report ________ your program and particular requirements. He will
     be in London during the week beginning 15 July.

     I look forward to hearing ________ you.

     Yours sincerely


     P. Varenne
     Sales Manager

     Enc.


Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                  11
Remember: the body of the letter should follow the 4-point plan:

1           opening (a brief introduction)
2           details (separate paragraphs)
3           conclusion (action expected from the recipient)
4           close (a simple closing statement)

Look at the two letters on pages 10-11 again. Do they successfully follow the 4-point
plan?


USEFUL EXPRESSIONS
INQUIRIES
Openings

    1. We are interested in ... as advertised recently in ...
    2. We have received an inquiry for your (product/service) ...
    3. I was interested to see your advertisement for ...
    4. I understand that you are manufacturers of/dealers in ... and should like to receive
         your current catalogue.
Closes
    1. When replying please also include delivery details.
    2. Please also state whether you can supply goods from stock as we need them
         urgently.
    3. If you can supply suitable goods, we may place regular orders for large quantities.


REPLIES TO INQUIRIES
Openings
    1. Thank you for your letter of ...As requested we enclose ...
    2. In reply to your inquiry of ... we are sending by separate post ...
    3. I was pleased to learn that you are interested in our ...
    4. Thank you for your inquiry dated ... regarding ...
Closes
    1. We look forward to receiving a trial order from you soon.
    2. Please let us know if you need any further details/information.

Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                            12
Inquiries: Collocations
receive +                            an enquiry/inquiry
                                     a catalogue/brochure/booklet
                                     an order
enclose +                            a catalogue/brochure//booklet
                                     the price list
send +                               samples by separate post
                                     you any further information
                                     more technical information
                                     your current brochure
                                     your latest price list
include +                            delivery details
                                     full details
a trial                              + (an) order
a substantial
a regular
to place
to attend to your
any further +                        details
full +                               information
supply +                             the goods from stock
                                     suitable goods
manufacturers of                     + xyz products
dealers in                           + a range of products

meet +                               our standards
                                     particular requirements
trade                                + discount
quantity
a 20%

Translation practice
    Štovani,

   Naša tvrtka, MusiQUE, jest velika trgovina glazbe u središtu Zagreba te bismo željeli znati više o
   izbrisivim CD medijima koje reklamirate u ovomjesečnome izdanju časopisa Lectron.


   Molimo vas da nam odgovorite jesu li navedeni CD-i vodeća imena ili pak proizvodi malih neovisnih
   tvrtki, te bi li ti mediji bili pogodni za kućno snimanje? Bili bismo vam zahvalni ako biste nam mogli
   poslati nekoliko uzoraka. Ako udovoljavaju standardu koji tražimo, uputit ćemo vam veću narudžbu.


   Uz štovanje,
   V. Cvjetko
   Direktor


Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                                          13
Indirect questions
When writing formal letters, we often make indirect questions instead of direct questions to
make them sound more polite and less direct.


Expressions that come at the beginning of an indirect question
Direct question: How long does the delivery take?

       I wonder
       I'd like to know                      >>> how long the delivery takes.
       Please tell me

Direct question: What time do the banks close?

       Could you (possibly) tell me
       Do you know
       Do you happen to know                  >>> what time the banks close?
       Will you please tell me




Word order in indirect questions
Indirect questions have the same word order as the positive sentences
(there is no inversion) and do/does/did is not used. Look at the examples below and note how
the original questions change when they become part of a sentence included in a formal letter.


Direct question:
                            Does               it                    cost a lot?
                            Where did          you                   work before?
                            verb               subject
                            1                  2

 >>> Indirect question:
  I wonder                   if                it                    costs a lot.
                             whether
  Could you tell me          where             you                   worked before?
                                               subject               verb
                                               1                     2




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                          14
Change the direct questions below into indirect questions. In which of the sentences will you
use if/whether? In which of the sentences will you use when/where/how/how much etc?


 1. When will the consignment arrive?
     Could you please let us know when ____________________________________?
 2. How would you like us to pay?
     Could you please let us know _______________________________________?
 3. How many items would you like to order?
     Please let us know ______________________________________________.
 4. Where would you like us to send the order?
     Kindly inform us _______________________________________________.
 5. When would you like us to receive payment?
     Could you please tell us __________________________?
 6. Would you like us to arrange a maintenance contract?
     Kindly inform us ______________________________.
 7. Do you offer discounts on large orders?
     Could you tell us ___________________________________________?
 8. Are you interested in this offer?
     Could you please let us know ___________________________________?
 9. Do you anticipate any delays with delivery?
     Please let us know ______________________________________.
 10. Do you have the items in stock?
     Could you please tell us __________________________________?
 11. When would you be able to ship the order?
     Kindly inform us ____________________________________.
 12. What would be the most convenient time for us to meet?
     Please let us know ____________________________________.




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                          15
5. QUOTATIONS
In reply to an enquiry or a request for quotation you may want to provide a potential customer
with a quotation. In it the price for the requested goods or services is quoted, as well as some
or all of the following information:
      details of discounts
      details of what costs are included in the price (transport/insurance)
      the preferred method and terms of payment
      details about how long it will take the goods to reach the customer


1. A quotation:


       Dear Mr Gianelli


       Thank you for your fax of 18 May, in which you request a quotation for 5
       EMC180 flat bed scanners.


       We can offer a gross price of £3,425.00 – unit price: £685.00 – c.i.f. Genoa*.
       This includes a quantity discount of 10%.


       Payment may be made by bill of exchange*. On all initial orders we usually
       require payment on delivery and for all subsequent orders we allow a 30-day
       credit period. Please let us know how you would like to arrange payment.


       We have the items in stock and can assure you that your order will be dealt
       with promptly. Please allow six weeks for delivery.


       We look forward to hearing from you again soon.


       Yours sincerely
       P J Wilson


       Sales Manager

Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                            16
6. PLACING AN ORDER
The order itself is likely to be written on an official order form, but it will normally be
accompanied by a covering letter confirming the terms that have been agreed.


Covering letter

     Attn. Mr. Fernández


     Dear Mr. Fernández


     Please find enclosed our official order, No. DR4316.


     For this order, we accept the 15% trade discount you offered, and the terms of
     payment (sight draft, CAD)*, but hope you are willing to review these terms if
     we decide to order again.


     Would you please send the shipping documents and your sight draft to
     Northminster Bank, Deal Street, Birmingham B3 1SQ.


     If you do not have any of the items we have ordered currently in stock, please
     do not send alternatives.


     We would appreciate delivery within the next six weeks, and look forward to
     your confirmation.


     Yours sincerely,


     Peter Crane




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                            17
Glossary

* c.i.f. (cost, insurance and freight) – includes all costs to the named destination

*bill of exchange – a written order to pay a sum of money to a particular person on a
 particular date


*sight draft/sight bill – a bill paid on presentation

*cash against documents (CAD, C/D) – transaction in which documents
 are handed over to the importer when cash has been paid




Definite or indefinite meaning?
It is important to note that using a possessive adjective (my, your ...) or demonstrative
adjective (this, that ...) is sometimes more suitable than using an article.


Choose the best options in the following letter:



       Further to a/0/your letter of 1 July and a/0/your meeting with Mr Williams in
       Boston on a/0/your 18 July, I am pleased to be able to give you a/the/your
       quotation for the/0/your wireless projectors you discussed.


      We would be able to supply CP-X885 projectors at a/0/your unit cost of £875,
      including transportation costs. On a/any/0 additional orders, we would be able
      to offer a/0/your 20% discount on a/0/the unit price.


      We hope that a/0/your highly competitive price will meet a/0/your approval,
      and I look forward to receiving a/0/your order.




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                          18
7. The official order form


                                                Order no. DR 4316


                                                Authorized
                                                Peter Crane

Quantity        Item description                Cat. No. Price (CIF London)

50              MSI 915motherboard              36MTY          £82 each
100             K8NHA motherboard               98TRW          £48 each
30              865Pro motherboard              12DCS          £90 each




Comments           15% trade Disc. allowed. Pymt. C/D Del. 6 weeks

Date                9 March 20__


Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić            19
Quotations and orders: Collocations
initial                                         + order/orders
subsequent
additional
official
minimum
substantial/large

deal with
place
deliver
receive
refuse
acknowledge/confirm
quantity                                        + discount
trade
offer
accept
require                                         + payment
arrange
receive
payment may be made                             sight draft
by +                                            bill of exchange
make payment by +
a gross                                         + price
a unit
a highly competitive
at a reduced
have items in                                   + stock
hold an ample
this item is out of…
limited
free overnight                                  + delivery
prompt
expect
delays in
anticipate delays in
enclose                                         + your official order form
supply                                          + goods
despatch/dispatch
order
satisfactory
offer                                           +terms
review
accept




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić           20
Quotations and orders: Useful expressions

Match the beginnings and ends of these sentences:


 1.   Please find enclosed our current price        a.   cheque or credit card.
 2.   Please fill in the order                      b.   with you for 2,000 units.
 3.   Payment can be made by                        c.   we can expect delivery.
 4.   We offer free overnight delivery on           d.   discounts you can offer.
 5.   We would like to place an order               e.   for £395.95.
 6.   Please could you let us know what trade       f.   place further orders with you.
 7.   If the product sells well, we will            g.   list and order form.
 8.   Please find enclosed a cheque                 h.   form on Page 25.
 9.   Please let us know when                       i.   orders of over £500.




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                        21
8. LETTER OF COMPLAINT




                        PRINCES MARKETING
            Neeson House, Newell Street, Birmingham, B3




                                                             14 May 20__


       Mr P R Smith
       Sales Manager
       Wildman Office Equipment
       18 Station Lane
       London N8 4HB

       Dear Mr Smith

       I am writing regarding the consignment of 14 Compaq PCs, Order
       no. 3982/JKS which was delivered on 12 May.

       It was clearly stated on the order form that these machines should
       be pre-loaded with the latest version of Windows. Unfortunately,
       they have all been loaded with Windows 2000, and we are
       therefore unable to run a number of programs. In addition, you
       agreed to supply all the necessary cables, but three of these are
       missing.

       Could you please send one of your representatives to load the
       machines with the correct version of Windows as soon as possible.
       In addition, please send the three cables (part number CN-H97/K)
       as soon as possible.

       Yours sincerely

       G O Panting
       Operations Manager


Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić          22
9. REPLY TO A COMPLAINT




       Wildman Office Equipment
                                                          18 Station Lane
                                                          London N8 4HB

                                                          Telephone 071 996 6431
                                                          Telex 485881
                                                          Fax 071 996 6444


                                                          17 May 20__

         Mr G O Panting
         Operations Manager
         Princes Marketing
         Neeson House
         Newell Street
         Birmingham B3


         Dear Mr Panting

         Thank you for your letter of 14 May regarding problems with a
         consignment that was recently sent to you.

         The difficulty appears to have arisen due to a misunderstanding in
         our ordering department, and the matter has now been put right.

         I have asked our Corporate Computing Consultant, Mr R Marley, to call
         you on Friday 21 May at 9 a.m. to ensure that the PCs are correctly
         loaded and to supply the three cables that were left out of the order.

         I will telephone you to check that this meeting is convenient, and in
         the meantime, I would like to apologize for the inconvenience that has
         been caused.

         Yours sincerely

         R P Smith
         Sales Manager




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                 23
Common reasons for complaints include:
        Complaint concerning goods
        Complaint concerning quality
        Complaint concerning quantity
        Complaint to manufacturer
        Complaint concerning damaged goods
        Complaint regarding bad package
         Complaint regarding non-delivery
        Complaint regarding frequent late deliveries
        Complaint regarding uncompleted work
        Complaint regarding delivery charges
        Complaint regarding poor service



Collocations: Complaints

the delivery +                         is .... weeks late
                                       is overdue

send +                                 the wrong items
                                       a refund
                                       another shipment
                                       the goods immediately
deliver +                              a consignment
                                       goods
                                       items
                                       an order
                                       an order three weeks late
return +                               the wrong items
                                       the damaged items
send the order/the documents +         by sea mail
                                       by air mail
                                       by registered post
the terms were stated +                clearly
                                       firmly

break/damage +                         an item
                                       an item during transportation

faulty +                               goods
                                       connection
damaged +                              goods
                                       items

leave out +                            an item
omit (omitted)                         the manual
                                       (something) from an order

Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić     24
collect +                                 goods from the factory

supply +                                  the missing parts
                                          the missing items

pay +                                     in advance
                                          the invoice
the problem                               + arose due to...
the difficulty
sort out                                  + the matter/the problem
put right
rectify

cause +                                   problems
                                          inconvenience
arrange +                                 compensation
                                          for the items to be delivered
apologise for +                           this (most unfortunate) mistake
                                          the inconvenience




Translation practice 1

   Štovani gosp. Bujold,

    Ovime želim uložiti reklamaciju na kašnjenje u isporuci projektora koje smo od Vas naručili
    putem narudžbe br. ___.

    Željela bih Vas podsjetiti da je u narudžbi trenutačna isporuka bila navedena kao izričit uvjet,
    s obzirom da smo proizvod namjeravali staviti na tržište krajem studenog.

    Molim Vas da narudžbu svakako izvršite u sljedećih pet dana. U protivnom ćemo morati
    potražiti drugog dobavljača.

    Uz štovanje,

    Ana Filipović
    Direktorica prodaje




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                                     25
Useful expressions

COMPLAINTS


Openings


The goods we ordered from you on June 5 have not yet been delivered.

When we examined the goods despatched on February 17 we found that three items were

missing.

We have received a number of complaints form several customers regarding ...

Closes

Please look into this matter at once and let us know the reason for this delay.

We feel there must be some explanation for this delay and await your prompt reply.



REPLIES TO COMPLAINTS

Openings

We are sorry that you have experienced delays in the delivery of ...

We regret to hear that the goods sent under your order number ... did not reach you until

last Friday.

Thank you for your letter of ... which has given us the opportunity to rectify a most

unfortunate mistake.

We wish to apologise for the unfortunate mistake pointed out in your letter of ...

Closes

We are assuring you that we are doing all we can to speed delivery.

We offer our apologies for the inconvenience this delay has caused you.




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                          26
Translation practice 2
COMPLAINTS

Openings

   1.    Dobra koja smo naručili dana… još nisu dostavljena.
   2.    Nažalost, obavještvamo vas da je jedan od sanduka u pošiljci bio teško oštećen.
   3.    Kada smo pregledali dobra poslana datuma… otkrili smo da…
   4.    Primili smo priličan broj pritužbi od više mušterija u vezi s …

Closes

   1. Molimo da pregledate problem što prije i javite nam razlog kašnjenja.
   2. Nadamo se da ćete nam uskoro javiti da će dobra biti odmah poslana.
   3. Smatramo da mora postojati objašnjenje za ovo kašnjenje i očekujemo vaš brzi odgovor.



REPLIES TO COMPLAINTS

Openings

     1. Žao nam je što je došlo do zastoja u dostavi…
     2. Sa žaljenjem smo doznali da dobra poslana pod brojem vaše narudžbe… nisu stigla
        do…
     3. Zahvaljujemo za vaše pismo… koje nam je dalo priliku da popravimo našu grešku.
     4. Želimo se ispričati zbog nesretne pogreške koju ste istaknuli u vašem pismu…

Closes

     1. Uvjeravamo vas da radimo sve u našoj moći kako bismo ubrzali dostavu.
     2. Nudimo svoje isprike zbog poteškoća koje je ovo kašnjenje izazvalo.



Translation practice 3
The part that is in Croatian should be translated into English.

   1. Obraćam vam se u vezi s negative attitude of a member of your staff.
   2. I hope that you will deal with this matter promptly as s obzirom da mi je prouzrokovao
         prilične teškoće.
   3. The equipment I ordered has still not been delivered, unatoč mom pozivu od prošlog
         tjedna u kojem sam vam priopćio kako mi je hitno potrebna.
   4. Although you advertise yourself as a top quality brand, the product I purchased was
         daleko ispod očekivanog standarda.
   5. Pišem vam kako bih vam ukazao na a problem in your customer service section.
   6. Bili bismo vam zahvalni kada bi neispravna roba could be replaced as soon as possible.



Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                          27
   7. Zaista sam prisiljen požaliti se about the treatment I received from a member of your
       staff.
   8. Vjerujem kako imam pravo to an immediate replacement.
   9. Pišem vam kako bih izrazio svoje krajnje nezadovoljstvo with the goods I received this
       morning.
   10. Unless I receive the goods by the end of this week, neće mi preostati drugo nego da
       otkažem narudžbu.
   11. I’m writing to complain about the quality of a product koji sam naručio putem vaše web
       stranice.
   12. I insist on a full refund, u protivnom ću biti prisiljen poduzeti druge mjere.




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                             28
Key to handout 8

Page 1
the writer                                           the reader
the sender                                           the addressee
the addresser                                        the receiver/the recepient

Page 1 - Types of routine business letters

5. a request to send particular goods
4. a request for general information
2. a request for payment
1. what you say/write when you are not satisfied
3. a document giving detailed information about the cost of
goods/services

Page 2
   The customer ...                            The supplier ...
   makes an inquiry >>>                        sends information >>>
   requests a quotation>>>                     gives the quotation >>>
   makes an order >>>                          sends an invoice (with the goods) >>>
   makes s complaint>>>                        solves the problem.

Pages 2-3

         1.    I would be grateful if you could send me details of your PS/3 range.
         2.    You were recommended to us by our associates.
         3.    Please find enclosed our current catalogue.
         4.    Thank you for your inquiry.
         5.    I enclose our catalogue and price-list for DVD video equipment.
         6.    You will find full details of the Omega range on pages 31-35.
         7.    Please contact us if you have any further questions or would like to place an order.
         8.    I would be grateful if you could arrange for your Technical Director to call on me
               next
         9.    week.
         10.   We look forward to hearing from you.
         11.   We would be grateful for an early reply.
         12.   Please do not hesitate to contact me in case you require any further details.
         13.   Thank you for your letter of 19 May.
         14.   We are particularly interested in your Q49 series.

Page 9
3)       Date
4)       Inside address
5)       Salutation
6)       Body of the letter
7)       Complimentary close
8)       Signature




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                                    29
Page 11
Reply to an inquiry: The missing prepositions

Dear Ms Newson
Thank you FOR your letter OF 1 July IN which you expressed an interest IN the RSP 11
software protection system. Please find enclosed our latest brochure and price list.

FROM the information in your letter, I can confirm that the range of products we supply would
be ideal FOR your needs. In particular, I would like to draw your attention TO the RSP 11W
ON page 3 which is designed FOR software protection IN Windows environment.

As you will see, our protection systems are tailored TO individual programs. Please let me know
whether you would like to arrange a meeting WITH our Technical Director, Mr Michel Gérard,
to prepare a more detailed report ON your program and particular requirements. He will be in
London during the week beginning 15 July.

I look forward to hearing FROM you.


Page 13: Inquiry (Sample translation)


Dear Sir/Madam
Our company, MusiQUE, is a large music store is the centre of Zagreb and would like to
know more about the re-writable and recordable CDs you advertise in this month's edition
of the Lectron magazine.

Could you tell us if the CDs are leading brand names, or made by small independent
companies, and whether they would be suitable for domestic recording? We would
appreciate if you could send us some samples. If they are of the standard we require, we will
place a substantial order.

Yours faithfully
V.Cvjetko
Manager


Page 11
Reply to an inquiry: The missing prepositions

Dear Ms Newson

Thank you FOR your letter OF 1 July IN which you expressed an interest IN the RSP 11
software protection system. Please find enclosed our latest brochure and price list.

FROM the information in your letter, I can confirm that the range of products we supply would
be ideal FOR your needs. In particular, I would like to draw your attention TO the RSP 11W
ON page 3 which is designed FOR software protection IN Windows environment.

As you will see, our protection systems are tailored TO individual programs. Please let me know
whether you would like to arrange a meeting WITH our Technical Director, Mr Michel Gérard,
to prepare a more detailed report ON your program and particular requirements. He will be in
London during the week beginning 15 July.

I look forward to hearing FROM you.

Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                              30
Page 14: Inquiry (Sample translation)


Dear Sir/Madam
Our company, MusiQUE, is a large music store is the centre of Zagreb and would like to
know more about the re-writable and recordable CDs you advertise in this month's edition
of the Lectron magazine.

Could you tell us if the CDs are leading brand names, or made by small independent
companies, and whether they would be suitable for domestic recording? We would
appreciate if you could send us some samples. If they are of the standard we require, we will
place a substantial order.

Yours faithfully
V.Cvjetko
Manager

Page 15

   1. Could you please let us know when the consignment will arrive?
   2. Could you please let us know how you would want us to pay?
   3. Please let us know how many items you would like to order.
   4. Kindly inform us where you would like us to send the order.
   5. Could you please tell us when you would like to receive payment.
   6. Kindly inform us if/whether you would like us to arrange a maintenance contract.
   7. Could you tell us whether/if you offer discounts on large orders.
   8. Could you please let us know if/whether you are interested in this offer.
   9. Please let us know if/whether you anticipate any delays with delivery.
   10. Could you please tell us if/whether you have the items in stock?
   11. Kindly inform us when you would be able to ship the order.
   12. Please let us know what the most convenient time for us to meet would be.


Page 18

Dear Ms Hudson

Further to your letter of 1 July and your meeting with Mr Williams in Boston on 18 July, I am
pleased to be able to give you a quotation for the wireless projectors you discussed.

We would be able to supply CP-X885 projectors at a unit cost of £875, including transportation
costs. On any additional orders, we would be able to offer a 20% discount on the unit price.

We hope that this highly competitive price will meet your approval, and I look forward to
receiving your order.

Page 21

Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                              31
Quotations and orders: useful expressions

Please find enclosed our current price + list and order form.
Please fill in the order + form on Page 25.
Payment can be made by cheque or credit card.
We offer free overnight delivery on orders of over £500.
We would like to place an order with you for 2,000 units.
Please could you let us know what trade + discounts you can offer.
If the product sells well, we will + place further orders with you.
Please find enclosed a cheque + for £395.95.
Please let us know when + we can expect delivery


Page 25
Letter of complaint
Dear Mr Bujold

I am writing to complain about the late delivery of the projectors we ordered from you in order
no. _______.

May I remind you that your prompt delivery was stated as a firm condition of the order, as we
were planning to market the product at the end of November.

Please ensure that the order is delivered within the next five days, or we shall have to look for an
alternative supplier.

I look forward to hearing from you.

Yours sincerely
Ana Filipović




Handout 8, Engleski jezik 1-NP, PITUP 1 – 2008/09; Andreja Kovačić                               32

								
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