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CHAPTER Ⅰ　第一章2

Business Letter-Writing 商业书信书写方法2

Some Rules of Good Writing 怎样写得好2

1．Study your reader's interest 研究收信者的兴趣2

2．Adopt the right tone 使用适当语气2

3．Write naturally and sincerely 诚恳和自然地书写2

目录2

5．Be courteous and considerate 要客气和体谅人3

6．Avoid wordiness 避免字句累赘3

4．Write clearly to the point 清楚地写出要点3

7．Avoid commercial jargon 避用陈旧商业术语5

8．Write effectively 有效地书写6

9．Plan your letter 编排要点的先后次序7

10．Pay attention to first and last impressions 由此至终要给人良好印象8

11．Check your letters 复阅9

Telegrams and Letter Telegrams 电报与书信电报9

CHAPTER Ⅱ 第二章12

Structure of Business Letter 商业书信结构12

1．Heading 开端12

2．Date 日期12

3．Inside name and address 收信人姓名与通讯地址13

4．Salutation 称呼14

5．Body of the letter 信的本文14

6．Complimentary closure 结语14

7．Signature 签署17

Miscelllaneous Items 其他事项19

CHAPTER Ⅲ 第三章21

Letter Promoting Good Will 促进交往书信21

Greating Good Will 塑造好感21

Supplier's letter with a friendly tone 供应商的友善回覆21

Letter tactfully refusing a request for credit 婉拒赊帐要求的回信　22

Letter regretting need to increase prices 调整价格致歉函24

Letter explaining delayed reply 回信解释阻延25

Letter of Congratulation 祝贺书信26

Formal letter of congratulation upon a promotion 祝贺升职26

Letter of Thanks 致谢书信27

Letter of thanks for a first order 致谢首宗定货27

Letter of thanks for a large order 致谢大宗定单28

Letter of thanks for prompt settlement of accounts 致谢迅速结帐　29

Letter of thanks for information received 致谢惠赐资料29

Letter of thanks for a service performed 致谢效劳30

Letter of condolence to a customer 客户丧母致唁………………3lLetter of condolence to a neighbour 唁慰邻居丧夫31

Letter of Condolence and Sympathy 吊慰信31

Letter of sympathy to a business associate 慰问同业32

Letter of condolence to a business associate 唁慰同业33

CHAPTER Ⅳ 第四章35

Enquiries and Replies 函询与回覆35

General Enquiries and Replies 一般函询与覆信35

An enquiry for office equipment,with demonstration 函询文仪器材，并请安排示范35

A tabulated enquiry for information 用表列式书函查询资料38

“First”Enquiries and Replies “首次”函询与回覆40

A“First”enquiry for textiles “首次”函询纺织品40

A“First”enquiry from a foreign importer 外商“首次”函询43

Catalogues and Price-lists 货目册与价格表45

Routine requests for catalogues not requiring written replies 无需回覆的索取货目册信件45

Request for catalogue by a private customer 私人索取货目册46

Patterns and Samples 花式与货样48

Request for samples 索取样品48

Goods“On approval” 试销货品50

Request for goods to be sent“On approval” 请求试销货品50

Request for Goncessions 要求特别优惠52

Request for special terms 要求特惠条件52

Letter declining request for reduction in prices 婉拒减低定价要求55

Supplier's offer to send his representative 供应商派遣营业代表56

Visit by Travellers 推销员探访56

CHAPTER Ⅴ 第五章59

Quotations 报价单59

Request for quotation for printing paper 索取纸张报价单59

Request for quotation for crockery 索取陶器报价单61

Firm Offers 确定发价64

Confirmation of telephone offer 证实电话报价64

Quotation for curtain material 窗帘材料的报价65

Quotation in Tabulated Form 表格式报价单66

Covering Letter with Tabulated Quotation 表格式报价单的附函66

Quotations and Other Offers not Accepted 报价及其他出价不获接受Buyer rejects seller's quotation 买家拒接受卖家报价68

Seller grants request for better terms 卖家准予改善条款69

Seller rejects request for better terms 卖家拒绝改善买卖条款71

CHAPTER Ⅵ 第六章75

Orders and Their Fulfilment 定单及其履行75

Placing the Order 发出定单75

Routine orders 例行定单75

Orders based on seller's quotations 基于卖家报价定单76

Orders from new customer 新客户定单77

Order with conditions attached 附带条件的定单78

Acknowledging the Order 认收定单80

Formal acknowledgement of routine order 一般定单的正式认收80

Acknowledgement of a“first”order 认收“首宗”定单81

Seller notifies delay in delivery 卖家通知货运延滞82

Acknowledgement of safe delivery 货物安全到达通知82

Declining the Order 拒受定单83

Seller refuses to extend credit 卖家拒绝延长赊帐83

Seller has no available stock 卖家欠缺存货84

Suppliers'Counter-offers 供应商还价85

Seller sends a substitute article 卖家送上代用品85

Notification of goods despatched 货物运出通知87

Packing and Despatch 装箱和发运87

Seller offers goods“On Approval” 卖家提供试销货品87

Goods supplied“On Approval” 供应试销货品87

Report of damage in transit 运载途中损坏报告88

Report of non-delivery of goods 货物尚未到达报告89

CHAPTER Ⅶ 第七章92

Invoicing and Settlement of Accounts 发票与清理帐项92

Invoices and Adjustments 发票及其核算92

Seller sends invoice 卖家寄出发票92

Debit and Credit Notes 借项清单及贷方票据93

Seller sends debit note 卖家寄出借项清单93

Buyer requests credit note 买家请求发回贷方票据95

Seller refuses request for credit note 卖家拒绝发出贷方票据97

Seller sends statement of account 卖家发出决算报告书99

Statement of Account 结算报告表99

Buyer reports errors in statement 买家报告决算表有错误101

Varyingthe Terms of payment 更改结帐条款102

Customer requests time to pay 客户要求延期付款102

Seller questions partial payment 卖家质询未清付帐项106

Seller disallows discount deduction 卖家不允减低折扣107

Methods of Payment 结帐方法108

Letter enclosing payment（and acknowledgement）邮寄帐款（及认收）108

Seller asks customer to select terms of payment 卖家请求客户选择结帐条款109

Payment by bank cheque（and acknowledgement） 银行支票结帐（与认收）110

Payment Through the Bank 透过银行结帐110

Payment by credit transfer 过户付款111

Payment by banker's draft 银行汇票付款112

CHAPTER Ⅷ 第八章114

Letters Requesting Payment 收帐书信114

Late Payments 过期付款114

Customer explains late payment 客户解释逾期结帐114

Customer explains inability to pay 客户解释无法结帐114

Gollection Letters 收帐书信116

A printed collection letter 印备催款函116

First application for payment 首次催款函117

Reminder to customer who has not paid yet 催结帐款备忘录119

Second application for payment 再次催款函120

Third application for payment 第三次催款函123

CHAPTER Ⅸ 第九章127

Credit and Status Enquiries 信用及经济地位查询127

Reasons for Credit 给予信用记帐的原因127

Disadvantages of Gredit 记帐的缺点127

Request for Credit 请求给予信用记帐127

Customer requests open-account terms 客户要求记帐交易条款127

Seller requests references 卖家要求证明书129

Business References 商业证明书129

Customer supplies trade references 客户提供贸易证明书131

Customer supplies a banker's reference 客户提供银行证明书　132

Status Enquiries 经济地位查询133

Seller takes up trade references 卖家查询贸易证明书133

Trader's replies to credit information enquiries 贸易商回覆信用资料查询135

Seller takes up bank reference 卖家查询银行证明书137

Banker's replies to credit information enquiry 银行回覆信用资料查询139

Seller refers to credit enquiry agency 卖家咨询信用调查机构140

Agency's replies to credit information enquiry 调查机构回覆信用资料咨询141

Complaints Concerning Delivery 有关交货投诉146

2．Dealing with a complaint 处理投诉146

Complaint concerning frequent late deliveries 投诉经常逾期交货146

Complaints and Adjustments 投诉及其处理146

How to Handle Complaints 怎样处理投诉146

CHAPTER Ⅹ 第十章146

1．Making a complaint 进行投诉146

Complaint concerning non-delivery 投诉货未送到148

Customer's complaint not accepted 不接纳客户投诉152

Complaints Concerning the Goods 有关货物投诉153

Complaint concerning goods not to sample 投诉货不对办153

Complaint concerning quality 投诉货物质量欠佳155

Complaints concerning quantity 有关货物数量投诉159

Cancellation of order through delay in delivery 逾期交货取消定单160

Cancelling the Order 取消定单160

Buyer seeks to cancel order 买家要求取消定单161

Seller agrees to cancel order 卖家同意取消定单162

Seller declines to cancel order 卖家拒绝取消定单164

CHAPTER Ⅺ 第十一章167

Agencies 代理商号167

Applications for Agencies 申请代理权167

Application for local agency 申请本地代理权167

Application from foreign commission agent 申请为外商代理人171

Application for sole agency 申请为独家代理172

Offer to act as del credere agent 自荐为保证收取货款代理175

Manufacturer's confirmation of agency terms 制造商确定代理条款177

Offer of Agencies 征聘代理182

Offer of a town agency 征聘某市代理182

Offer of an overseas agency 征聘海外代理184

Offer of a del credere agency 征聘保证收取货款代理187

Correspondence with Agents 代理商来往通讯188

Agent to visit prospective customer 代理商拜会客户188

Agent recommends credits dealings 代理商建议记帐式买卖190

Agent complains of slow delivery 代理商投诉交货缓慢192

Agent rejects an order 代理商拒受定单193

Principal complains of poor sales 主顾投诉销路欠佳194

CHAPTER Ⅻ 第十二章198

Foreign Trade 对外贸易198

Foreign Correspondence 对外通讯198

1．The exporter's correspondence 出口商通讯内容198

2．The importer's correspondence 入口商通讯内容198

Export Procedure 货物出口程序198

Enquiry for f.o.b.quotation 查询船上交货价198

(a)Agent acknowledges order 代理商认收定单200

An export transaction 出口交易200

(b)Agent requests quotation from manufacturers 代理商查询制造商货价201

(c)Agent writes to shipping line 代理商接洽航运公司202

(d)Agent sends advice of shipment 代理商寄发船运通知202

(e)Agent passesdocuments to banker 代理商将货运文件交托银行204

(f)Buyer acknowledges consignment 买家认收货物204

Goods on Consignment 托销货物207

Offer of goods “On Consignment” 供应“托销货物”207

Request for goods“On Consignment” 请求代销售“托销货物”209

Agent submits account sales 代理商提交销货单212

Agent complains of poor quality goods 代理商投诉货物质量粗劣214

Indents 购买委托书219

Buyer instructs commission house 买家指示经纪行办货219

CHAPTER ⅩⅢ 第十三章224

Banking 银行事务224

The Kinds of Bank Account 银行户口种类224

Bank Current Accounts 银行来往户口224

Request to open an account 申请开设户口224

Transfer from current to deposit account 来往户口存款转为定期存款224

Drawer stops payment of cheque 发票人停止兑现支票225

Bank Loans and Overdrafts 银行贷款及透支226

Request for loan without security 请求免抵押贷款226

Request for extension of loan 请求延长贷款期227

Request for overdraft facilities 申请透支服务228

Letter of Credit 信用状231

A traveller's letter of credit 旅行信用状231

Circular letter of credit 巡回信用状232

Payment in Foreign Trade 对外贸易结帐234

Bankers'Drafbt 银行汇票234

Request for payment by banker's draft 请求以银行汇票付款234

Bankers'Transfers（Mail,Telex and Telegraphic transfers） 银行汇兑（邮汇与电汇）Payment by telegraphic transfer 电汇付款236

Bills of Exchange 汇票237

Payment by bill of exchange 汇票付款237

Bill dishonoured at maturity 汇票到期不兑现238

Promissory Notes 期票239

Payment by promissory note 以期票付款239

Bankers'Commercial Gredits 银行商业信贷240

Importer opens a credit for exporter入口商替出口商要求借贷240

Documentary Bills 押汇243

Documentary bill presented through bank 透过银行押汇243

Exporter's letter to importer 出口商致入口商书函244

Documentary bill sent through exporter’s bank 经出口商银行寄运货运文件245

Documentary bill sent direct to importer's bank 直接发给入口商银行的货运押汇汇票246

Enquiry for freight rates 询问货运收费率247

Documents Used 运输文件247

CHAPTER ⅩⅣ 第十四章247

Types of Carrier 运输行种类247

Transport 运输247

Request for carrier to call 请运输公司派人取货248

Buyer notifies receipt of goods 买家通知收到货物249

Liners and Tramps 定期与不定期货轮251

Enquiry for sailings and freight rates 询问航运收费率251

Shipping and Forwarding Agents 装运代理253

Advice of shipment to forwarding agent in buyer's country 通知买家的运送行货物运出253

Advice of shipment to buyer 通知买家货物已运出255

Supplier seeks forwarding agent's services 供应商寻求运送服务256

Forwarding agent seeks buyer's instructions 运送代理人征询买家指示257

Container Service 货柜服务259

Request for information on container service 索取货权服务资料259

Ghartering of Ships 租借货轮261

Enquiry for a time charter 查询定期租船261

Enquiry for a voyage charter 查询按次租船262

Enquiry for air freight rates 询问空运收费率264

2．Goods sent by sea 货物海运266

Enquiries for Insurance Rates 查询保险收费率266

1．Furniture removal 搬运傢俬266

CHAPTER ⅩⅤ 第十五章266

Insurance 保险266

3．Cash in transit 解款267

4．Request for special rate 要求特惠保率268

Request to brokers to arrange insurance 请求经纪安排保险268

Insurance Premiums 保险费269

Request for reduction in premium 请求降低保费269

Householder's Policies 业主物业保险271

Application for householder's insurance 申请业主物业综合保险271

Request for cover pending issue of policy 请求在待发保单前受保272

Temporary Cover 暂时承保272

Claims 索偿274

Claim for damage by fire 火险索偿274

Insurer declines to meet claim in full 保险商拒绝全数赔偿276

Buyer requests seller to make claim 买主要求卖家代为索偿277

Claim for damage to house property 室内财产损坏索偿278

Claim for injury to workman 工人受伤索偿280

Marine Insurance 海上保险282

Request for an all-risks policy 要求全保282

Floating Policies（Open Policies） 流动保险（预定保险）Enquirics for open policy terms 查询预定保险条款283

Declaration of shipment off open policy 预定保险装船通告284

Application for an open policy 申请预定保险284

Renewal of an open policy 延续预定保险285

CHAPTER ⅩⅥ 第十六章287

Personnel 人事书信287

Letters of Introductions 介绍信287

Letter introducing the firm's buyer 介绍商号买手287

Letter introducing an agent 介绍代理商288

Letter introducing persons seeking employment 谋职介绍信289

Letters of Application 应征信292

Letter of application,with resume 附履历应征函292

Application with subject heading 附有提纲应征函297

Application answering an advertisement 应征广告职位298

Application for computer training 应征接受电脑训练299

Application using an introduction 友人介绍应征函301

Enquiring if there is a vacancy 函询有无空缺302

An unsolicited application 自荐函303

References andTestimonials 介绍与保荐书306

Letters taking up references 索取工作证明书306

Ex-employee requesting testimonial 前雇员请发证明书308

A common testimonial 一般离职证明书309

Favourable testimonial-departmental manager 赞界荐书——部门经理309

Cashier 出纳员310

Teacher 教师311

Former Student 前学生312

Unfavourable testimonials 欠恭维荐书314

Termination of Employment 解雇书信315

Employee terminates engagement 雇员终止聘约315

Employer terminates engagement 雇主解雇函316

Transfer of employee to other work 调职318

Request for increase in salary 要求调整薪金319

Interviews 会面320

Invitation to attend for interview 邀请会面320

Recruitment of staff through an agency 委托荐人馆聘请职员321

Letter confirming offer of appointment 证实取录323

Offers of Appointments 提供职位323

Letter offering appointments 提供职位324

CHAPTER ⅩⅦ 第十七章327

Miscellaneous Correspondence 其他各类通讯327

Circular Letters 通告书函327

Business Organizations 商业机构327

Opening of new business 开业通告327

Expansion of existing business 扩张营业328

Removal to new premises 迁址通告329

Transfer to new owner 顶让通知329

Discontinuation of business 停止营业331

Admission of a new partner 增加新合夥人332

Partnerships 合夥公司332

Retirement of a partner 合夥人退休333

Dissolution of a partnership 拆夥通告334

Voluntary Offers 自动提议336

Offer to a former customer 向旧客户供销336

Offer to a newly established trader 向新开张商户供销337

Offer to a regular customer 向常客供销338

Offer of a demonstration 展览宣传339

Offer of a quality product 供销优质产品340

Enquiries concerning flights 查询飞行班次……………………34lReservafion of seat on plane 预定机票344

Travels and Hotels 旅游及酒店344

Enquiry concerning sea journey 查询航程345

Reservation of berths on ship 预定船票345

Reserving accommodation 预定酒店346

Miscellaneous Matters 其他事项347

Request for payment of late subscription 请求补交订阅费347

Letter declining invitation 婉拒邀请348

Personal letter declining invitation 婉拒私人邀请349

Appendix 附录350

Commercial Abbreviations 商业缩写350

Glossary 字汇359