外贸交际英语scene8TalkingaboutClaims

外贸交际英语scene8TalkingaboutClaimsTeachingObjectives

1.知识目标：（1）了解合同中索赔条款的内容；

（2）了解索赔的常见原因； （3）掌握索赔的内容和处理方法； （4）掌握因质量低劣提出索赔及其回复函、因短重 提出索赔及其回复函、因包装不好提出索赔及 其回复函的写作内容和方法；（5）掌握国际贸易的流程。2.能力目标：（1）能够处理对方的索赔；（2）能够写因质量低劣提出索赔及其回复函、因短 重提出索赔及其回复函、因包装不好提出索赔 及其回复函；

3.素质目标：（1）熟悉并适应贸易工作； （2）能够进行商务英语交际； （3）具有一丝不苟、严肃认真的工作作风。DialoguesWritingPracticallearningTrainingTeachingObjectives2.能力目标：（3）能够根据国际贸易流程处理相应业务；（4）能够分析判断索赔案例。3.素质目标：（1）熟悉并适应贸易工作； （2）能够进行商务英语交际； （3）具有一丝不苟、严肃认真的工作作风。DialoguesWritingPracticallearningTrainingImportancesandDifficulties教学重点：索赔及相应处理信函；国际贸易流程；分析索赔案例。教学难点：分析索赔案例。DialoguesWritingPracticallearningTrainingBasicKnowledge

Duringtheperformanceofinternationaltradebusinesscontract,complaintsandclaimsfromthecustomersmaysometimesarisealthoughthesellerandthebuyerbothworkcarefullyinbusinessactivities.Sometimestheyevensubmittheirdisputestoarbitration.

SectionI.Warm-up

DialoguesWritingPracticallearningTrainingSectionII.SpeakingPre-taskTask

PracticeDialoguesWritingPracticallearningTrainingBackgroundIntroduction背景介绍NOTE有两种由买方提起的不同的申诉与索赔，它们是真诚的申诉与索赔和虚假的申诉与索赔。真诚的申诉与索赔，是由以下任何一种情况引起的：错发货物；货物质量不满意；货物损坏、短丢失或迟到；货物价格太高或与商定不符。虚假的申诉与索赔是买方以此为借口逃避合同所规定的责任而做出的。这或许是因为他们不再需要这批货物，或许因为他们发现可以从其它地方廉价购同类货物。DialoguesWritingPracticallearningTrainingPre-task

AdditionalSentences1.Weregrettopointoutthatashortageinweightof210lbs.wasnoticedwhenthegoodsarrived.

遗憾地指出，货物到达时发现短重210磅。2.ThereisadiscrepancybetweenthepackinglistofcaseNo.15andyourinvoice:3dozenTeaServicesarecorrectlyenteredontheinvoicebuttherewereonly2dozeninthecase.

第15号箱的装箱单与发票不符，发票所列3打茶具是正确的，而箱内只装了两打。3.Carton17wasfoundtobe5packagesshort.Asthecartonwasingoodshapeanddoesnotappeartohavebeentamperedwith,wesurmisethattheymusthavebeenshortshipped.(Pleasedonottroubletosendareplacement,butadjustyourinvoice.)

.第17号箱短少5包。由于箱子完好，似未遭撬动，推测是短装。（请不必另行补货，只修改发票即可。）DialoguesWritingPracticallearningTrainingTask

Assignataskbyteacher

Youmakearole-playaboutclaim.Youshoulddecidethenameofyourcompanyandproducts.Youmakearole-play,onerolesasexporter,theotheronerolesascustomer.DialoguesWritingPracticallearningTrainingPractice

checkandmakeconclusion

Importantsentencesandphrases

1.It’safactthatthereisadifferenceof80tonsbetweentheactuallandedweightandtheinvoicedweight.2.Uponarrivaloftheimportedgoods,anequivalentpublicsurveyorshouldreinspectthegoods.

3.TheshipmentofourorderedlinseedoilisinbulkandI’mafraidaleakageduringlong-distanceshipmentorashortagewhentransshipment.

4.forthesakeofDialoguesWritingPracticallearningTrainingClaimsforBadQualitySectionIII.PracticalWritingResponsetoClaimforBadQualityDialoguesWritingPracticallearningTraining

ClaimforShortWeightDeliveryResponsetoClaimforShortWeightDeliverySectionIII.PracticalWritingClaimforBadPackingDialoguesWritingPracticallearningTraining

ResponsetoClaimforBadPackingClaimforBadQualityDialoguesWritingPracticallearningTrainingSample1.ClaimforBadQualityDearMr.Zhang,Wehavebeentransactingwithyouforquiteanumberofyearsandhavealwayscoveredourrequirementsfromyou.Wecansayforcertainthatwehaveestablishedgoodbusinessrelationswithyourfirmintheinterestofbothparties.However,wehaveexaminedtheraincoatsyoushippedtousagainstourorderNo.1234andregrettofindthatmanyofthemcontainflawsofsomekindsorother.Sincethecontractisconcludedonthetermsofsalesbysample,anydiscrepancybetweenthesampleandthegoodsshippedtousisunacceptable.Wearethereforewritingtoaskyoutoacceptreturnofthefaultyraincoats,amountingto150piecesinall,andtoreplacethembyraincoatsofthequalityinconformitywiththesample.DialoguesWritingPracticallearningTrainingYourearlyclarificationandsettlementofthecasewillbeappreciated.BestregardsJohnsonABCCommoditiesCentreE-mail:DialoguesWritingPracticallearningTrainingClaimforBadQualityDialoguesWritingPracticallearningTrainingSample2.

ResponsetoClaimforBadQualityDearMr.Johnson,WehavereceivedyourletterofSep11thcomplainingabouttheraincoatssuppliedtoyourorderNo.1234.Yourletterhascausedusagreatdealofconcern.Weimmediatelytestedanumberofraincoatsfromtheproductionbatchyoureferredtoandweregrettosaythattheyarenotperfect.Thedefectshavebeentracedtoafaultinoneofthemachinesandthishasnowbeenputright.Wearearrangingtosendyou200raincoatstoreplacethefaulty150pieces.Theextra50pieceswearesendingyouarefreeofcharge.Itisappreciatedifyoucanreturnthefaultyraincoatstous,carriageforward.Pleaseacceptoursincereapologiesfortheinconvenienceandtroublecausedtoyou.Wehopethatourabovearrangementwillmeetwithyourapprovalandthatyouwillcontinueplacingorderswithusasbefore.Waitingforyourconfirmation.BestRegardsStarterZhangShengliRaincoatsPlantDialoguesWritingPracticallearningTrainingDearMr.Zhang,WehavereceivedthetaperecordersundertheS/CNo.BP172.Onexamination,wefindthattwoofthe100cartonsshippedfromQingdaotoColombopers.s.“EastenDragon”aremissing.YouragentsinColomboadvisedustogetintouchwithyoudirectly.ClaimforShortWeightDeliverySample3.ClaimforShortWeightDeliveryDialoguesWritingPracticallearningTrainingAtthesametime,weregrettofindthatthecablesforthecomputer-connectionarenotinthelistofcontents.Pleaselookintothismatterandmakeuptheshort-shippedtaperecordersandcablestogetherwiththenextshipmentundertheS/CNo.173.Welookforwardtohearingfromyousoon.BestregardsGreenDareABCElectronicsSriLankaE-mail:DialoguesWritingPracticallearningTrainingDearMr.GreenDare,ThanksforyourletterofSep15th,2012.Yourcomplaintabouttheshortageof2cartonshasbeennoted.Wehavecontactedourforwardingagentwhoinformsusthatyourtwocartonswereover-carriedandlandedinKarachi.WearemakingarrangementstohavethetwocartonsoftaperecordersreturnedtoColombobythefirstavailableopportunityandwewillbearanychargesandexpensesthusincurred.Sample4.ReplytoClaimforShortWeightDelivery

DialoguesWritingPracticallearningTrainingAstothecablesyoureferredtoforcomputer-connection,theycanbeprovidedasanoptionalextraandwerenotquotedtoyou.Inthisinstance,duetothemisunderstanding,wewouldbepleasedtoprovideyouatnocharge.YouwillhavethemtogetherwiththenextshipmentundertheS/CNo.BP173.Pleaseacceptourapologiesfortheinconveniencecausedtoyou.Thanksforyourcontinuedinterestinourproductsandweassureyouthebestserviceallthetime.BestRegardsStarterZhangWFDongMeiTapeRecorderCorporationSample4.ReplytoClaimforShortWeightDelivery

DialoguesWritingPracticallearningTrainingClaimforBadPackingDialoguesWritingPracticallearningTrainingSample5.ClaimforBadPackingDearMr.Zhang,WerefertoSalesContractNo.123coveringthepurchaseof300coffeesets.TheconsignmentarrivedhereonSep22.Onexamination,wefound15setswerebadlydamagedthoughthepackagescontainingthecoffeesetsappearedtobeingoodcondition.Consideringthisdamagewasduetotheroughhandlingbytheshippingcompany,weclaimedonthemforloss,butaninvestigationmadebythesurveyorhasrevealedthatthedamagesareattributabletoimproperpacking.Onthestrengthofthesurveyreport,weherebyregisterourclaimagainstyouasfollows:CIFvalueof15sets:USD300.00Inspectionfees:USD200.00Total:USD500.00DialoguesWritingPracticallearningTrainingWeencloseonecopyofsurveyreportNo.SR101andlookforwardtoyourearlysettlement.BestRegardsMoreAAAHousewareShopE-mail:DialoguesWritingPracticallearningTrainingDearMr.More,ThanksforyourletterofOct.2ndtogetherwithonecopyofsurveyreport.Uponreceiptofyourletter,wehavegiventhismatterourimmediateattentionandmadeathoroughinvestigation.Wearemuchsurprisedthatthefindingsarethesameasthestatementinthesurveyreport.Weregrettosaythatthedamageswerecausedbyimproperpackingwhichwasduetothenegligenceofourwarehousestaff.Sample6.ResponsetoClaimforBadPackingDialoguesWritingPracticallearningTrainingWewishtoexpressourapologiesforthisincident.Inordertomaintainourlong-standingtradingrelationship,weencloseoneDraftNo.1301forUSD500.00issuedbyBankofChinainfullandfinalsettlementofyourclaim.Wetrustthatthisunfortunateerrorwillnotadverselyaffectourfuturerelations.BestRegardsLiYuWFHousewareExportandImportCompanySample6.ResponsetoClaimforBadPackingDialoguesWritingPracticallearningTraining1.申诉与索赔信函写作要求?DiscussingQuestions（1）索赔函的开头以遗憾的口气陈述要申诉的问题，提及一下订货的日期，发货的日期以及所申诉的货物；（2）如果有的话，信的正文给出补充资料——如为什么写这封信，为什么或怎样对你造成不方便等，为的是要陈述你不满意的理由，并要求得到解释；（3）信的正文还应陈述你想要对方给你做什么——什么是满足你索赔的合理要求。（4）回复申诉与索赔的信函应当彬彬有礼。即使申诉不合理，卖方也不应这么说，直至他们有足够的可靠的证据来拒绝索赔。DialoguesWritingPracticallearningTraining2.如何对待申诉与索赔

?DiscussingQuestions（1）判断申诉与索赔是否合理；（2）若申诉与索赔合理，卖方应立即承认，表示歉意并许诺满足买方的合理要求；（3）如果买方的申诉与索赔没有理由，卖方应彬彬有礼地、善意的指出来，不假思索地拒绝顾客的要求是错误的；（4）如果卖方不能立即处理，则应先告知收到申诉信函，并说明事情正在调查中，日后将给予肯定的答复。（5）所有申诉都必须严肃对待，并进行彻底调查。DialoguesWritingPracticallearningTrainingPracticalSentences1)lodge/file/register/make/lay/raiseaclaimagainst/with/onsb. 向某人索赔

makeaclaimagainstsb.for…(money)for…；

claim…(money)fromsb.forsth. 就…原因向某人索赔…金额2)resorttoalawsuit诉诸法律，提出诉讼3)entertain/accept/meet/aclaim 接受索赔4)decline/rejectaclaim 拒绝索赔5)settle/adjustaclaim理赔；进行赔偿6)surveyreport 检验报告7)replacementgoods替换品8)makeupsthloss弥补损失9)shortdelivery 短量；短货，货量不够10)shortweight；shortageinweight短重；货不够秤DialoguesWritingPracticallearningTrainingPracticalSentences11)inferiorquality 质量低劣12)improperpacking不适当的包装，不良包装13)AisattributabletoB；attributeAtoBA是由B引起/导致的14)thetimelimitforclaim 索赔期限15)licensedsurveyor；qualifiedsurveyor有资质的检验员16)gointo/lookinto/investigatethematter 调查此事17)thesurveycharges；inspectioncharges/fee检验费18)totalamountofclaim 索赔总额DialoguesWritingPracticallearningTrainingPracticalSentences（1）Forlettersraisingclaims1）Lodgingaclaimwithregret.①Weregrettosaythatweneedaclaimon…(我们遗憾地说我们要对……货物索赔。)②Wereallydon’twantbutitisnecessarytomakeaclaimforthehugelosseswesufferedagainst…(我们真的不想，但面对所遭受的这么大的损失我们只得向……索赔。)③Muchtoourregret,weneedtofileaclaimagainstyoufor…(我们不得不很遗憾地向贵方就……提出索赔。)DialoguesWritingPracticallearningTrainingPracticalSentences2）Clarifyingthereasons.①Thesurveyreportissuedby…evidencesthat…(由……出具的检验报告证明了……)②Wehaveinvitedlicensedsurveyorstochecktheconsignmentof…anddiscoveredthat…(我们请了有资质的检验员来检验了这批……货，结果发现……)③Thegoodssupplieddonotmatchthesamplesyousenttous.(你方所供的货与你们之前寄来的样品并不吻合。)④Theproductsarenotofthequalityweordered.(这些产品的质量并没有达到我们所订产品的质量标准。)DialoguesWritingPracticallearningTrainingPracticalSentences3）Proposinghowtosettletheclaim.①Onthestrengthofthesurveyreportweherebylayaclaimfor…(根据检验报告，我方在此就……提出索赔。)②Wemustrequesttheimmediatereplacementofthecargo.(我们必须要求马上换货。)③Wecannothelpfilingaclaimagainstyoufortheinvoicevalueandinspectioncharges.(我们只能向贵方提出索赔，索赔额为发票金额加上检验费用。)DialoguesWritingPracticallearningTrainingPracticalSentences4）Expressingyourexpectation.①Welookforwardtoyourearlysettlement.(我方希望你们能早日理赔。)②Pleaseinformusofyourdecisiononhowtosettletheclaim.(请把贵方打算如何处理此次索赔的想法告诉我们。)③Wehopethatthismattercanberesolvedassoonaspossible.(我方希望能尽快解决此事。)④Wetrustthatyouwilltakethesaidissueintoseriousconsiderationandfavoruswithapromptsolution.(我方希望贵方能认真考虑此事，尽快提出一个好的解决方法。)DialoguesWritingPracticallearningTrainingPracticalSentences（2）Forlettersinreply1）Acknowledgingthereceiptoftheincomingletterandexpressingyourregretsforwhatbeingcomplainedabout.①Thankyouforyourletterof…anditismuchtoourregretthatwehear…(感谢你方……日的来函，从函中我们很遗憾地得知……)②Withreferencetoyourletterdated…wearedeeplysorryovertheunfortunateincident.(关于贵方……日的来信，我们对信中提及的这一不幸事件深表遗憾。)③Wehavereceivedyourletterof…withgreatregretlearningthat…(贵方……日的来函已收悉，我们非常遗憾地获悉……)DialoguesWritingPracticallearningTrainingPracticalSentences2）Talkingabouttheresultsoftheinvestigation.①Aftergoingintothematterwefindthat…(在深入调查事件后我们发现……)②Basedontheimmediateinvestigationwemade,itisbelievedthatthelossisdueto….(在立刻展开调查后，我们相信这次损失是由……造成的。)③Thefindingsthatareprovidedbythestaffcheckingthedamagedgoodsshowthat…(对受损货物进行检查的工作人员提交了检查结果，结果显示……)DialoguesWritingPracticallearningTrainingPracticalSentences3）Indicatingthesolutionofsettlingtheclaim.①Wearearrangingthereplacementof…assoonaspossible.(我们将尽快给贵方寄去……货物的替代品。)②Weshallberesponsibleforthecompensationyouclaimedandmakepaymenttoyoufor…atonce.(我们会负责对你方的索赔进行偿付，会马上付……金额的赔偿款。)③Thereforewefindnogroundstocompensateyoufortheloss.(因此本方认为我们没有理由赔偿贵方的此项损失。)④Theresponsibilityshouldrestwitheitherthecarrierortheinsurerinsteadofus,andifyouneed,wewouldliketolodge,onbehalfofyou,aclaimagainstthem.(这个责任不应由我方，而应由承运人或保险人来承担，如果贵方需要，我方可代你们向他们提出索赔。)DialoguesWritingPracticallearningTrainingWritingPractice2.翻译以下合同中规定的申诉与索赔条款1）Claim,ifany,shallbesubmittedbyfaxwithin14daysafterarrivalofgoodsatdestination.Reportsbyrecognizedsurveyorsshallbesentbyairmailwithoutdelay.Atleast10%oftheoriginalunopenedpackagesmustbeavailabletothesellerintheeventofdisputeregardingquality,otherwise,claimwillnotbevalid.2）Thebuyerundertakestomakeallclaimsregardingquality,quantityand/orsuitabilitybynotifyingthesellerinwriting,givingadescriptionofthedefectsand/orshortages.Suchanoticeshouldbepostedwithin30days