中职专业课-外贸英语函电03项目三 履行合同二

项目三履行合同一、教学目标1.了解“支付”相关的基本商务知识和内容要点。2.了解“运输”相关的基本商务知识、写作要求和内容要点。3.了解“索赔与理赔”相关的基本商务知识、写作要求和内容要点。二、课时分配本项目共3个任务，安排6课时。三、教学重点1.理解“支付”相关函电书写的内容、格式、步骤，以及典型的表达。2.理解“运输”函电书写的内容、格式、步骤，以及典型的表达。3.理解“索赔与理赔”函电书写的内容、格式、步骤，以及典型的表达。四、教学难点掌握“信用证”相关信件书写格式、步骤、内容等方面，完成信件书写。掌握“运输”的信件书写，结合格式、步骤、内容等方面，完成信件书写。掌握“索赔与理赔”的信件书写，结合格式、步骤、内容等方面，完成信件书写。五、教学内容项目介绍:履行合同是外贸交易中的达成环节，包含了支付、运输、索赔等内容。在本项目中我们通过我国一家外贸公司与国外公司在履行合同期间的信件往来，来掌握该项目的基本知识，会用学到的相关格式和内容表达，独立完成该环节的信件书写，并学会相关的词组句子、重要表达、实践知识等。任务一支付与信用证任务描述:在该任务中，练习者要从一名外贸公司出口部门业务员的身份出发，以“支付与信用证”为主题，运用下文中所学到的相关格式和内容表达，独立完成一份写给对方公司的信件。知识储备I.InternationalPaymentsInternationalpaymentsarefinancialactivitiesconductedamongdifferentcountries.Payingforgoodssuppliedindomestictradeisafairlysimplematterbecausepaymentcanbemadeeitherinadvanceorwithinareasonableshortperiodafterdelivery.Paymentismuchmorecomplicatedininternationaltrade.Thesellersmustsometimeswaitseveralmonthsfortheirmoneyorthebuyersmayneedtopayseveralmonthsbeforetheyevenseetheirgoods.Clearly，boththesellersandbuyersruncertainrisksofnon-paymentornon-delivery.Sotheappointmentofagentsfortrustpurposebecomesnecessary.Thisfunctionisusuallyentrustedtobanks，whichhavebranchesorcorrespondentbanksinmosttownsandcitiesoverseas.II.ModesofPaymentinInternationalTradeTherearethreemajormodesofpaymentininternationaltrade：remittance，collectionandletterofcredit.Remittanceandcollectionarecommercialcreditofferedbycompanies.Theletterofcreditisbanker’screditofferedbybanks.Remittanceincludesmailtransfer（M/T），telegraphictransfer（T/T）anddemanddraft（D/D）.Collectionincludesdocumentsagainstpayment（D/P）anddocumentsagainstacceptance（D/A）.Asfarastheseller’sbenefitisconcerned，letterofcreditisbetterthanD/P.D/PatsightisbetterthanD/Paftersight，whereasD/PisbetterthanD/A.III.LetterofCreditLetterofcredit（L/C）isareliableandsafemethodofpayment，facilitatingtradewithunknownbuyersandgivingprotectiontobothsellersandbuyers.TherearevarioustypesofL/C，suchasirrevocabledocumentarycredit，revolvingcredit，standbycreditandback-to-backcredit.Amongthem，theirrevocabledocumentarycreditisthemostpopular.Thepartiesconcernedtoadocumentarycreditare：theapplicant（importer/buyer），theissuingbank/openingbank，theadvisingbank/notifyingbank，theconfirmingbank，ifany，thenegotiating/acceptingbankandthebeneficiary（seller/exporter）.TheprocedureforissuinganL/Cisasfollows：（1）ThebuyerandthesellerconcludeasalescontractprovidingforpaymentbydocumentaryL/C.（2）Thebuyerinstructshis/herbank（openingbank/issuingbank）toissueanL/Cinfavoroftheseller（beneficiary）fortheamountofthepurchase.（3）Theopeningbank/issuingbankasksitscorrespondentbank（advisingbank），usuallyinthecountryoftheseller，toadviseandperhapsalsoadditsconfirmationtothedocumentaryL/C.（4）OnarrivaloftheL/C，theadvisingbankadvisesthesellerofthereceiptoftheL/C.（SometimesasellerrequiresaconfirmedL/C.Inthiscase，theadvisingbankusuallyaddsitsconfirmation，becomingtheconfirmingbank.）（5）Thesellerwillthendispatchthegoodsaccordingly.ItisevidentthatthefunctionofabankisveryimportantintheissuingofanL/C.IV.TheMainContentsofaLetteronPaymentandL/CUsually，aletteronpaymentandL/Cconcernsoneofthefollowingtopics.●Thesellerandthebuyernegotiatethetermsofpayment.（Thebuyerusuallyasksforeasierpaymentterms.Thesellercanacceptorrejectthebuyer’srequest.）●ThesellerurgesthebuyertorushtheopeningofL/C.●ThebuyerappliestothebankfortheestablishmentoftheL/C.●ThebuyeradvicestheselleroftheestablishmentoftheL/C.●ThesellerasksfortheamendmentoftheL/C.●ThesellerasksthebuyertoextendtheL/C.QuestionandAnswering1.WhatisthemeaningofL/C?__________________________________________________________________2.Whatarethepartiesconcernedtoadocumentarycredit?____________________________________________________________________________________________________________________________________3.WhatarethemaincontentsofaletteronL/C?______________________________________________________________________________________________________________________________________________________________________________________________________4.Whatarethemeaningsoftheunderlinedwordsandphrases?（1）runcertainrisksof__________________________________________________________________（2）correspondentbank__________________________________________________________________（3）remittanceandcollection__________________________________________________________________（4）facilitatingtrade__________________________________________________________________（5）irrevocable__________________________________________________________________（6）negotiating/acceptingbank__________________________________________________________________（7）amendment__________________________________________________________________实例示范I.ForlettersonnegotiatingthetermsofpaymentDearJoeLau，RegardingyoursalesconfirmationNo.123forsellingMildSteelSheetsintheamountof＄100，000，wewanttoproposeaneasierpaymentarrangement.Ourpastpurchasefromyouhasbeenpaidasarulebyconfirmed，irrevocableletterofcredit.Onthisbasis，ithascostusagreatdeal.Fromthetimecreditisopeneduntilthetimeourbuyerspayus，thetie-upofourfundslastsaboutfourmonths.Thissituationisparticularlytaxingowingtothetightmoneyconditionsandunprecedentedlyhighbankinterestrate.Werequestthatyouagreetoeasierpaymentterms.Suchanaccommodationwouldbeconducivetoencouragingbusiness.WeproposeeitherC/DonarrivalofgoodsorD/P.Yourkindnessingivingprioritytotheconsiderationoftheaboverequestandgivingusanearlyfavorablereplywouldbeappreciated.Yoursfaithfully，TrondTrondNotes：MildSteelSheets:软钢板Tie-up:（资金的）冻taxing:难于负担的，使人感到压力的tightmoney:紧缩的银根unprecedentedly:空前地，史无前例地accommodation:通融，照顾beconduciveto...:有助于……；有益于……C/D即CashagainstDocuments:货到后凭单付现D/P即DocumentsagainstPayment：付款交单1.QuestionandAnswering（1）Whatarethewritingstepsofthisletter?________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________（2）Howmanypiecesofkeyinformationareprovidedbythebuyerinthisletter？Whatarethey?________________________________________________________________________________________________________________________________________________________________________________________________2.ThewritingstepsandtypicalexpressionsoftheletterconcernedII.ForLettersonL/CDearMr.Hu，SewingMachinesWehaveinstructedtheCommercialBankofLagostoopenacreditforUS＄150，000inyourfavour，validuntilMay30th，2010.ThecreditwillbeconfirmedbytheBankofChina，Changsha，whowillacceptyourdraftonthematsightfortheamountofyourinvoice.Thedocumentsrequiredfornegotiationare：3CommercialInvoices2BillofLadingInsurancepolicyPleaseadviseusbycablewhenthesewingmachineshavebeenshipped.Sincerelyyours，GillianReeve，GillianReeveNotes：onthem：相当于drawingonthemInsurancepolicy：保险单1.QuestionandAnswering（1）Whatarethewritingstepsofthisletter?________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________（2）Howmanypiecesofkeyinformationareprovidedbythebuyerinthisletter？Whatarethey?___________________________________________________________________________________________________________________________________________________________________________________________________2.Thewritingstepsandtypicalexpressionsoftheletterconcerned3.Theothercommonlyusedexpressionsandsentences其他常用表达和例句Expressions（1）termsofpayment付款条件，付款方式（2）confirmed，irrevocable，documentary，transferable，divisibleLetterofCredit保兑的、不可撤销的、跟单的、可转让的、可分割的信用证（3）D/Patsight；D/Paftersight即期付款交单；远期付款交单（4）D/A承兑交单（5）collection托收（6）C/D凭单付现（7）under（on）...terms；on...basis按……方式，在……基础上（8）applyforL/C申请开立信用证（9）inone’sfavour；inthefavourofsb.以某人为收益人（10）urgetheestablishmentofL/C催开信用证（11）advisetheestablishmentofL/C通知信用证的开立（12）establish/issue/openL/Cwith/throughabank通过银行开立信用证（13）toexpedite/rushanL/C加速开立信用证（14）amendmenttoL/C;extensionofL/C信用证的修改；信用证的延展（15）amendtheL/Ctoread/reading“...”把信用证改为“……”（16）conformto...与……相一致inconformitywith=inaccordancewith按照，与……相一致（17）draw（adraft）onsb.向某人开立（汇票），开出以某人为受票人的汇票（18）asaspecialaccommodation作为特殊照顾（19）onperusal仔细阅读之后（20）take/regardsth.asaprecedent把……当作先例TypicalSentences（1）Sincewehaveonlymoderatecashreserves，itwouldcauseproblemsforusifthefundsaretiedupforthreeorfourmonths.Todevelopourbusiness，itisessentialtoadoptmoreflexiblemodesofpayment.（2）PaymentbyL/Cisratherinconvenienttoacustomerlikeuswhooftenplacesmedium-sizedorders.Youraccommodationinthisrespectwillbeconductivetofurtherdevelopmentofourbusiness.（3）Wemuchappreciatetheaccommodationyouhavegivenusinthepastandwouldbemostgratefulifyoucouldextendthisfavourtous.Pleasetakeourrequestintocarefulconsiderationandfaxusyourconfirmationearly.（4）Ourusualtermsofpaymentarebyaconfirmed，irrevocableletterofcreditavailablebydraftatsight，accompaniedbyshippingdocumentswhicharetobepresentedtothenegotiatingbankattheportofloading.（5）Forpayment，werequire100%value，confirmed，andirrevocableletterofcreditwithpartialshipmentandtransshipmentallowedclause，availablebydraftatsight，againstsurrenderoffullsetofshippingdocumentstothenegotiatingbankhere.（6）Inordertoavoidanyfurtherdelay，pleasemakesurethattheL/Cstipulationsareinpreciseaccordancewiththetermsofthecontract.（7）WethankyouforyourL/CNo.135for20tonsofclam.Onperusal，wefind，amongtheclausespecifiedinyourL/C，thatthefollowingpointsdonotconformtotheS/C.（8）WerequestthatyouextendtheshipmentdatetoJune10，2010andthenegotiationvaliditytoJune25，2010respectively.Weareconfidentthatyouwillgiveuscooperationandsendusyourreplyassoonaspossible.（9）YouarekindlyrequestedtoincreasetheamountofyourL/Cby＄600.（10）Wearefaxingrequestingatwo-weekextensionoftheL/CNo.778coveringyourorderNo.123for500casesfrozenchicken.AndpleaseamendtheamountoftheL/Ctoread（reading）“2%moreorless”.实战任务Situation情景介绍：写信方名称：广州现代经典家具外贸有限公司（GuangzhouModernClassicFurnitureForeignTradeCompanyLimited）写信方地址：779EastDongfengRoad，Guangzhou，China写信方联系方式：Tel862083328154Fax862083328156E-mail：modernclassic@写信日期：October15th，2012收信方名称：Messrs.Tomita&CompanyLimited收信方地址：3829，LimeStreetBirmingham，E.C.5.收信方联系方式：Tel0044207425173Fax0044207425175E-mail：mtc@去信中所涉及的内容：（1）告诉对方去函提及的是关于899号合同项下的200套沙发。（2）提请对方注意交货期已临近，但至今我方仍没收到相关信用证。（3）促请对方尽快开证，以便我方按期履行订单。（4）提醒对方注意信用证条款要与合同完全一致。（5）表示希望早日收到信用证。任务评价任务二运输任务描述:在该任务中，练习者要从一名外贸公司出口部门业务员的身份出发，以“运输”为主题，运用下文中所学到的相关格式和内容表达，独立完成一份写给对方公司的信件。知识储备TheSignificanceandEffectofshipmentShipmentisoneoftheessentiallinksinthechainofinternationaltrade.Themainactivitiesofitincludecustomclearance，vesselcharteringorshippingspacebooking，obtainingshippingdocumentsafterpassinggoodstotheshippingcompanyandsendingshippingadvice.Goodscanbetransportedbyroad，railorair，butinmostcasesofinternationaltrade，bysea.Ininternationaltrade，thebuyersometimesgivesshippinginstructionstosuggestshippingcompanyandwritestothesellertourgeforpromptshipmentifitisdelayed.Thesellerusuallysendsshippingadvicetothebuyer，informingdetailsofshipment.Shippingadviceoftenconsistsoffollowingparts：（1）shipmentdate，（2）goods，（3）encloseddocuments.Throughstudyofthistask，studentswillacquiretheabilitytowritelettersofshipment.QuestionandAnswering1.Whatiscalledshipment?_________________________________________________________________2.Whatactivitieswillbeincludedinshipment?_________________________________________________________________3.Whatissueswillbecontainedintheshippingadvice?_________________________________________________________________4.Whatarethemeaningsoftheunderlinedwordsandphrases?（1）theessentiallinks_________________________________________________________________（2）thechainofinternationaltrade_________________________________________________________________（3）customclearance_________________________________________________________________（4）vesselchartering_________________________________________________________________（5）shippingadvice_________________________________________________________________（6）encloseddocuments_________________________________________________________________实例示范DearJoeLau，ReferringtoourorderNO.BT-708forSofaItemNo.CF6040andNo.CF009，wewishtodrawyourattentiontothefactthatuptothemoment，wehavenotreceivedanyinformationfromyouabouttheshipment.Whenweplacedtheorder，weexplicitlypointedoutthatpunctualshipmentwasofspecialimportancebecauseourcustomerswerebadlyinneedofthegoodsorderedandwehadgiventhemadefiniteassuranceofearlydelivery.Wefeelitourdutytoremindyouofthismatteragain，asourL/C，whichwillexpireattheendofnextweek.Wehopeyouwillmakeeveryefforttoeffectshipmentwithinthestipulatedtimeasanydelaywouldcauseusmuchtroubleandfinancialloss.Yoursfaithfully，TrondTrondNotes：drawyourattention：提醒你方注意explicitly：明确地beofspecialimportance：有特别重要的意义adefiniteassuranceof...：明确保证……makeeveryeffortto...：尽一切努力做……thestipulatedtime：规定时间financialloss：经济损失1.QuestionandAnswering（1）Whatarethewritingstepsofthisletter?________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________（2）Whatisthereasonprovidedbythebuyertourgetheshipment?________________________________________________________________________________________________________________________________________________________________________________________________2.ThewritingstepsandtypicalexpressionsoftheletterconcernedForletterswrittenbytheimporterForletterswrittenbytheexporter3.Theothercommonlyusedexpressionsandsentences其他常用表达和例句Expressions（1）makeshipment运输，装运（2）shippingcompany；carrier船运公司；承运人（3）shippinginstruction装运须知（4）shippingadvice装船通知（5）B/L装运提单 （6）shippingdocuments；transportationdocuments运输单据（7）onboard已装船（8）optionalport选择港（9）loadingport装运港，启运港（10）portofdischarge；portofdestination卸货港；目的港（11）partialshipment分运（12）transshipment转船（13）steam-ship（经常简写成S.S.）蒸汽轮，船（14）scheduledsteamer；liner班轮；大客轮（15）bookingshippingspaceon...for...为……在……船上订舱位（16）effectshipment办理装船（17）expireon到期（18）resolvethematter解决问题（19）packinglist装箱单（20）weightmemo重量单TypicalSentences（1）SincethepurchaseismadeonFOBbasis，pleasearrangeshipmentofthegoodsorderedbyusonS/S“Prince”withoutdelay.（2）Duetoanunexpecteddevelopment，pleaseexpeditetheshipmenttryingyourbest.WeshouldbegladifyoucouldmanagetoshipthegoodsbyS/SEastWindsailingfromJuly1st.（3）Weshallappreciateitifyouwilleffectshipmentassoonaspossible，thusenablingourbuyerstocatchthebriskdemandatthestartoftheseason.（4）Youwillpleasedoyourverybesttohastenshipment.Wehopethatbythetimeyoureceivetheletter，youwillhavethegoodsreadyforshipment.（5）AsthelatestshipmentdatestipulatedintheL/CisOctober31st，2007pleaseseetoitthatyoumaketheshipmentnotlaterthantheabovedate.（6）WetakepleasureintellingyouthattheshipmentoftheshirtsoriginallyscheduledtobemadeinDecembercanbeadvancedtoOctoberastheresultoftheeffortbyallpartiesinvolved.（7）TheChineseartcraftsyouorderedhavebeenshippedalreadyandyourfutureorderwillcontinuetoreceiveourpromptattention.（8）WewishtoadviceyouthatthegoodsunderS/CNo.GZ-001wentforwardpers/sDongfengonJune4，tobetransshippedinHongKongandareexpectedtoreachyourportinJuly.（9）EnclosedpleasefindthecopiesofB/L，commercialinvoicesandtheinsurancepolicy.Besides，wewillsendyouonesetofcleanonboardbillofladingthroughthebank.（10）OwingtothedelayofthescheduledsteamerwehavefailedtoeffecttheshipmentwithintheL/Cvalidity.WouldyoupleaseextendtheshippingperiodoftheL/Cforonemoremonth?实战任务Situation情景介绍：写信方名称：广州现代经典家具外贸有限公司（GuangzhouModernClassicFurnitureForeignTradeCompanyLimited）写信方地址：779EastDongfengRoad，Guangzhou，China写信方联系方式：Tel862083328154Fax862083328156E-mail：modernclassic@写信日期：November6th，2012收信方名称：Messrs.Tomita&CompanyLimited收信方地址：3829，LimeStreetBirmingham，E.C.5.收信方联系方式：Tel0044207425173Fax0044207425175E-mail：mtc@去信中所涉及的内容：（1）你方购买的订单号为No.BT708的沙发订单已由“红星号”装运，于昨天离开广州，预计12月5号到达你处。（2）随函附上一整套装运单据，包括编号为LD的发票一式两份，编号为AE278的不可转让的提货单一份，编号为YH309的装运单一份，编号为BN862的保险单一份，编号为HK395的检验报告一份和商品产地证明书一份。（3）期待货物安全抵达时，你方能及时告知，同时我方一定会认真及时地关注你方将来的订单。任务评价任务三索赔与理赔任务描述:在该任务中，练习者要从一名外贸公司业务员的身份出发，以“索赔与理赔”为主题，运用下文中所学到的相关格式和内容表达，独立完成一份写给对方公司的信件。知识储备I.ThePurposeofMakingComplaintsThepartymakingcomplaintsaimsateithertheimprovementofcurrentproducts/servicesoftheirbusinesspartner，orthecompensationforthelossescausedbythewrongdoingsofthebusinesspartner.Sometimesthetwogoalsarecombinedwhenthepartyreceivingcomplaintsnotonlyacceptsthecompensationrequestbutalsopromisestodeliverabetterjobinthefuture.Ofcourse，theonewhomakescomplaintsdoesnotalwayshavereasonablegroundsandsometimeswillexaggeratetheseriousnessofaminorproblem.Thereforetheonewhofacescomplaintsneedstoanalyzethelegitimacyofthechargesusingrationalthinkingofbothbusinessandethics，andthenrespondinanappropriatemanner.II.TheDifferentTypesofClaimsGenerallytherearethreetypesofclaims，namely，thetradeclaim，thetransportationclaimandtheinsuranceclaim.1.Thetradeclaimisbasedonasalescontractbetweenthetwopartiesandislodgedbyonepartywhosufferslossesduetoanotherparty’sviolationofthecontract.Thebuyerislikelytofileaclaimagainstthesellerforthelatter’sdeliveryofgoodsofinferiorquality.2.Thetransportationclaimisraisedbytheshipper/consignororowneroftheshippedgoodsagainstthecarrier.Forinstance，thecargoshippedisfoundwithdamagesorimperfectionsafteritsarrivalattheportofdestination.Anothertypicalreasonforthiskindofclaimistheshortageofgoods.3.Theinsuranceclaimtakesplaceaftertheinsuredgoodsaredamagedorlostduetothefactors，whicharecalledriskswhentheyhavenotbeenturnedintoreality，thattheinsurerpromisestoinsureagainst.Undersuchcircumstances，theinsuredshouldcontact，withoutdelay，theinsurancecompany，submittingevidenceandtherequireddocuments，andmakeaclaim.Theinsurerwouldgenerallygointoaninvestigationandthendecidehowtosettletheclaimbasedonthefindings.QuestionandAnswering1.Whatisthepurposeofmakingcomplaints?__________________________________________________________________________________________________________________________________2.Whatarethedifferenttypesofclaims?__________________________________________________________________________________________________________________________________3.Whatarethemeaningsoftheunderlinedwordsandphrases?（1）legitimacyofthecharges_________________________________________________________________（2）tradeclaim_________________________________________________________________（3）transportationclaim_________________________________________________________________（4）insuranceclaim_________________________________________________________________（5）belodgedby_________________________________________________________________（6）violationofthecontract_________________________________________________________________（7）fileaclaimagainst_________________________________________________________________（8）consignor_________________________________________________________________（9）settletheclaim_________________________________________________________________实例示范I.ForlettersonraisingclaimsDearJoeLau，WeregrettosaythatweneedaclaimontheshipmentofourOrderNo.BT-708forsofa（ItemNo.CF6040andCF009）receivedthismorning.ThesewereorderedonDecember13rdandconfirmedbyfaxonDecember14th（enclosedcopy）.However，uponopeningthecartons，wefoundthattheycontainedthewrongsofa（ItemNo.CF6050andCF007）.Wehavenochoicebuttoreturnthemtoyou.Wemustaskyoutoarrangeforthedispatchofreplacementatonceasweneedthesofaweorderedtocompletedeliveriestoournewcustomers.Wetrustyouwillcreditouraccountwiththeinvoicedvalueofreturnedsofa，includingreimbursementforthereturningchargesofUS＄1，060.Welookforwardtoyourearlysettlement.YoursSincerely，TrondTrondNotes：uponopeningthecartons：在打开纸箱时Wehavenochoicebutto：我们不得不……creditouraccountwith：将……汇入我方账内invoicedvalue：发票价reimbursement：赔偿returningcharges：退件费1.QuestionandAnswering（1）Whatarethewritingstepsofthisletter?_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________（2）Whatisthereasonprovidedbythebuyerforthecounter-offer?___________________________________________________________________________________________________________________________________________________________________________________________________2.ThewritingstepsandtypicalexpressionsoftheletterconcernedII.ForlettersinreplytocomplaintsorclaimsDearTrond，ThankyouforyourletterofDecember20th.Weregretverymuchtolearnthatthesofayoukindlyorderedweremistaken.YourcomplaintwasimmediatelysenttoourCustomerRelationsrepresentativeforinvestigation.Ongoingintothematter，wefoundthatamistakewasindeedmadebyus.Themistakeoccurredinournewautomatedinventorycontrolsystemwhichiscausingsomeproblemsduringthedataentrystage.Yourordernumberwasunfortunatelyconfusedwithanotherone（BT-718）.Wesincerelyregretthatitcausedyousomuchtrouble，especiallybecausethegoodswereintendedforyourspecialsale.Wehavearrangedfortherightgoodstobedispatchedtoyouatonce.Relativedocumentswillbemailedassoonastheyareready.Wehavealreadyfaxedtoinformyouofthis，andweencloseacopyofthefax.Thesofas（ItemNo.CF6050andCF007）youkindlyreturnedreachustoday.Youraccountwillbecreditedwiththeinvoicedvalueofthesofaandreturningcharges.Ourcreditnoteisenclosed.Weapologizeagainforthismistakeandinconveniencecausedtoyou.Yourssincerely，JoeLauJoeLauManagerofImportDepartmentNotes：CustomerRelations：客户关系investigation：研究；调查automate：（使）自动化inventory：存货清单；存货盘存（报表）；财产目录automatedinventorycontrolsystem：清单自动控制系统duringthedataentrystage：在数据输入阶段confuse：弄错，把……混同beunfortunatelyconfusedwith：很不幸弄乱了relativedocuments：相关的文件informyouof...：告知你……encloseacopyofthefax：附上传真的复印件inconvenience：不便；麻烦，打扰1.QuestionandAnswering（1）Whatarethewritingstepsofthisletter?____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________（2）Whatisthereasonprovidedbythesellerforthemistake?____________________________________________________________________________________________________________________________________________________________________