国际商务英语口语(第二版)unit 11.ppt

Unit Eleven Claims LOGO 1. New Words & Expressions 2. Useful Sentences 3. Listening Practice 4. Conversations （视频） 5. Practice & Keys to Exercises NEW WORDS & EXPRESSIONS complain kmplein v. 抱怨，控诉 claim kleim n. / v. 索赔 to lodge/file a claim 提出索赔 approve pru:v v. 批准, 通过 specific spsifik adj. 详细而精确的, 明确的 quality control system 质量控制体系 replacement ripleismnt n. 交换, 代替者 defective difektiv adj. 有缺陷的,有欠缺的 compensation kmpensein 补偿, 赔偿 express ikspres n. 快车, 快递 consumption knsmpn n. 消费 NEW WORDS & EXPRESSIONS crush kr v. 压碎, 碾碎 leak li:k v. 漏, 泄漏 in good order 情况正常；整齐 proof pru:f n. 证据 apparently prntli adv. 显然地 rough handling 粗鲁搬运 survey report 检验报告 surveyor s:vei n. 检验师，检查员 contribute kntribju:t v. 捐助, 捐献, 贡献 is contributed to 因为 negligence neglidns n. 疏忽 Inconvenience ,inknvi:njns 麻烦, 不方便之处 LOGO USEFUL SENTENCES 提出投诉及索赔 Ive got a complaint to make, since this lot of goods is not up to the contract standard. 我要提出投诉，这批货不符合合同标准。 2. This is the first order between us but we are not satisfied with it. 这是我们与你方的第一笔订单，但是我们非常不满意。 3. We have to file/ lodge/ put in/ make/ raise/ register a claim against/ with/ on you for inferior quality. 我们不得不因为劣质而向你方提出索赔。 4. This consignment is much inferior in quality to our samples. 这批货的质量大大低于我们的样品。 5. One of the cases of your goods arrived in a badly damaged condition. 该批货中有一箱到达后发现受损情况严重。 LOGO USEFUL SENTENCES 1. What seems to be the problem? 问题是什么？ 2. Im sorry to hear that. Complaints of this sort are very rare. 很抱歉听你这么说。这一类的投诉很少见。 3. Could you tell us exactly how the quality of the goods is inferior? 你能不能确切地告诉我货物的质量是如何劣质？ 4. I promise Ill check into these problems, and find out if they were our fault. 我保证一定会仔细调查这些问题，看看是不是我们的错。 5. Well make a thorough investigation to find out where the responsibility actually lies. But before that we cant promise anything. 我们要进行彻底调查，以查明责任所在。但是在这以前，我们不能作 出任何承诺。 回应索赔 LOGO USEFUL SENTENCES 1. The goods have been so heavily saturated by rain that theyre unsaleable. 这些货被雨水淋湿得很严重，已经不能出售了。 2. The certificate indicates that some of the machine tools are rusted. 证明显示部分的机器零件已经生锈了。 3. On checking we find theres a shortage of 150 kilos. 经检查，我们发现短重150公斤。 4. We find that your shipment is not in conformity with the agreed specifications. 我们发现你方船货不符合我方同意的规格。 5. The sweaters you delivered do not match the sample we provided. Theyre different in design. 你们交的毛衣和我们提供的样品不一致，两者在图案方面有差别。 描述损失并提示证据 LOGO USEFUL SENTENCES 1. Your claim is not convincing at all. 你方的索赔毫无说服力。 2. Without a survey report issued by a respectable public surveyor, we cant take your claim into consideration. 没有知名的公正行出具的调查报告，我们对你方的索赔不予考虑。 3. We regret to tell you that your claim cannot be entertained as it is raised far beyond the time limit stipulated in the contract. 我们很遗憾地告诉你们，你方的索赔不能被受理，因为它已远远超过合同规 定的索赔期限。 4. The cause for delay in shipment was beyond our control. In fact, we were not at all to blame in this matter. 装运延误的原因不是我们所能控制的。事实上，对此我们根本不该负责。 5. We wish to settle this dispute fairly, so we suggest that we submit it to arbitration. 我们希望公平地解决我们的争端，所以我们建议将其提交仲裁。 拒绝索赔 LOGO USEFUL SENTENCES 1. We agree to replace the defective products for you. 我们同意给你方替换有问题的产品。 2. Please return the faulty goods on the next available ship. 请用下一便轮把有问题的货物退还我方。 3. Well accept your claim for the 150kg short weight. 我们接受你方对150公斤短重的索赔。 4. Weve decided to pay compensation for 5% of the total value but you should bear the cost of the inspection fee. 我们决定向你方赔偿发票总金额的5，但你方要支付检验费用。 5. We propose we compensate you by 3% of the total value plus re-inspection fee. 我们提议赔偿你方总金额的3加复验费。 同意索赔 LISTENING PRACTICE A: Good morning, Mr. Potter. Please be seated. B: Good morning, Miss Yang. Today Im here for the 3000 pieces of Boys T-shirts under No. CX216. A: Is there anything wrong with it? B: Unfortunately, weve found that the quality is different from the sample. So my head- office sent me to have a talk with you. A: Oh, Im sorry to hear that. Could you be more specific? B: Yes. The color is than that of the sample. A: Really? How could this happen! We have a very strict system. Then, would you please email us some pictures and send us some samples of the _color? B: All right. But the problem is that our customer is waiting for the order. Can you send us immediately? A: Im sorry, Mr. Potter. We must get the defective goods before we can make any_. So, please send back the samples first. Well contact you as soon as we get them. B: OK. Well express the samples to you immediately. I hope youll handle it as a matter of . A: Of course well. Order approved darker quality control wrong complete replacements compensation defective urgency LISTENING PRACTICE A: Miss Li, I have something very unpleasant to talk with you. B: Whats the problem? A: Its about your consignment of 150 cases of canned fruit. The shipment arrived at our port yesterday, but we are sorry to find twenty cases badly . None of them is suitable for consumption. B: Really? What on earth happened? A: The cases were crushed and the cans were . The juice had leaked from the cans. Im afraid I have to file a and ask for compensation. B: But, Mr. Gardin, the goods were in when they were shipped on board. The clean bill of lading signed by the captain of the ship is of that. A: But it is a fact that twenty cases of your shipment were damaged. B: Well, apparently, the damage must be due to rough handling in . I regret to tell you that we cant your claim. A: If thats the case, what we are going to do is B: I suggest you ask the shipping company first. If they your claim, you may turn to the company. The insurance company is PICC and they have an agent in your city. Weve covered the risk of for this shipment. A: OK, Miss Li, thank you very much for your time and your information. B: Youre welcome. Feel free to contact me if we can be of any help. A: Thank you, goodbye. B: Goodbye. damaged broken claim good order proof transit entertain decline insurance breakage LOGO Video 1 LOGO Video 2 LOGO Video 3 LOGOPRACTICE 1 实训场景 索赔 地点 模拟公司谈判室 形式 口头洽谈 内容 Mr. James London from Mega Imp. & Exp. Company is talking with Mr. Wu about the damaged 680 sets of Ceramic Teapot . LOGO PRACTICE 1 Buyer: Mr. James London from Mega Imp. & Exp. Company Seller: Mr Wu from GZ Light Industrial Products I/E Company Commodity:Ceramic Teapot Claim: 680 sets were damaged during transit Settlement: To lodge a claim with the insurance company since youve covered the risk of breakage. LOGO 要求学生两人一组，根据给出的情景洽谈关于索赔的事宜 ，洽谈要点如下(供参考)： 1提出索赔1表示惊讶并询问详情 2680套茶具破损 2询问是否能提供证明 3提供当地某权威检验机关证明 3提出破损应在运输途中发生， 我方不负责 4咨询应如何解决 4. 建议联系保险公司，因为已投 保破碎险 LOGOPRACTICE 2 实训场景 索赔 地点 模拟公司谈判室 形式 口头洽谈 内容 Ms. Sarah Carlos from Stanton Distribution is talking with Mr. Lin about the 1,000 yards of Silk Fabric under Contract No. 2016. LOGO PRACTICE 2 Buyer: Ms. Sarah Carlos from Stanton Distribution, Brazil Seller:Mr. Lin from Guangzhou Textiles Imp. & Exp. Corp. Commodity:1,000 yards of Silk Fabric Model No: 0210060F Claim: The pattern is different from that of the approved samples Settlement: To replace the goods as soon as possible and provide 10% discount. LOGO 要求学生两人一组，根据给出的情景洽谈关于索赔的事宜 ，洽谈要点如下(供参考)： 1提出索赔1表示遗憾并询问详情 2收到货物的图案与样品不符 2与工厂核实后表示歉意 3要求尽快空运所订货物 3提出空运成本太高，承诺将通 过最早的船期海运，并提供 10%折扣 4同意，并询问如何处理前一批 货物 4. 希望对方能帮忙销售，并提供 5%佣金 LOGO KEYS TO EXERCISES 1. (1) 我们们不得不因为为劣质质而向你方提出索赔赔。 (2) 破损显损显 然是由于包装不妥引起的。 (3) 我们们的公证证行认为认为 破损损是由于包装不善造成的。 (4) 我们们希望你方能设设法弥补补我们们所受的损损失。 (5) 由于这这是保险险方面的问题问题 ，我们认为们认为 你们应该们应该 向保险险公司索赔赔 。 EXERCISE 1 LOGO KEYS TO EXERCISES 2. (1) We regret to tell you that nearly 10% of the goods are not up to the contracted standard. (2) Five cases are broken and the items inside are seriously damaged. (3) Our clean Bill of Lading shows the sound condition of the packages at the time of loading, so the cartons are crushed probably due to the rough handling by the shipping company. (4) Well take the matter up with the insurance company and give you the result as soon as possible. (5) We assure you that well send the replacement to you immediately, so that you can catch the selling season. EXERCISE 2 LOGO KEYS TO EXERCISES (1) A：Mr. Zhu, we received your ball pens yesterday. But this time we are not so satisfied. B：Why? Do you mean there is something wrong with the pens? A：Yes, we find some of them leak. B：I am very sorry to hear that. All of our pens are produced according to identical standard both in design and performance. A：But its a fact. Maybe its attributable to the negligence in your inspection department? B：I need to look into the matter. Could you send the defective pens back to us as soon as possible so that I can confirm it? A：OK. But meanwhile we hope you can send the replacement of 200 boxes to us, since our customers are in urgent need of them. B：All right. In view of our long-term business relations, we hope we can settle the problem for you. EXERCISE 3 LOGO KEYS TO EXERCISES (2)-1 A：Mr. White, your 500kg Dried Corn this time do not turn out to our satisfaction. B：Im so sorry to hear that. Whats the problem? A：On checking at the port of Guangzhou, we find theres a shortage of 15kg. B：It should be impossible. All of our products were precisely weighed before shipment, and our B/L states the weight clearly. A：But we have got the Survey Report issued by Guangzhou Commodity Inspection Bureau, which says 15kg short weight. We think the reason is that the goods were not completely parched before packing. EXERCISE 3 LOGO KEYS TO EXERCISES (2)-2 B：Mr. Wang, we respect the survey report from your Inspection Bureau, and we accept your claim for the shortage of 15kg with a view to our long-term business relations. A：Thank you very much, Mr. White. Besides, according to the contract stipulations, you should also pay for the inspection fee. B：OK, well follow the stipulations. And, we assure you that well improve the package to avoid the similar cases. A：Thank you so much. We trust we can cooperate better in the future. EXERCISE 3 LOGO KEYS TO EXERCISES (3)-1 A: Im very sorry Mr. Wang, we have to lodge a claim with you for the 600 cases of Dried Lichee under Order No. 218. B: Im so surprised to hear that, Mr. George. What happened? A: Almost half of the Lichee have gone mol