国际商务英语模拟实训教程Unit18Settlement.ppt

1、Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,MODEL PRACTICE,【BUSINESS SITUATION】 Having checked with the factory, it was found that a mistake was indeed made during packing process. Therefore, Mike is arranging for the right goods to be sent by courie

2、r to Alf and is telling him how to cope with the wrong goods.,【背景提示】与工厂核实后，卖方将正确的货物快递给买方，并告知处理错装货物的方法。,BUSINESS TIPS,1.理赔函四要素,告知来函收悉 应简略提及来函收到，并表示感谢，但注意不要重提索赔的细节。,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,BUSINESS TIPS,1.理赔函四要素,2）采取行动及调查结果 简单概述一下收到

3、来函之后所采取的行动和调查的结果。,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,BUSINESS TIPS,3）处理结果 若是自己一方的责任，则应及时理赔；若不是自己的责任，就必须表明你对此事表示遗憾，并提出自己的证据，但语气应委婉、坚定。,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,1.理赔函四要素,BUSI

4、NESS TIPS,4）折中方案 有时责任并不在于你方，为使客户满意，可以提出一个折中的方案，并表明你的让步使为了调解与客户之间的分歧。,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,1.理赔函四要素,BUSINESS TIPS,1. 迟交或不交货物：按合同规定处理罚金 2. 错装货物：调换或降价 3. 数量或重量短缺：补缺或退款 4. 品质低劣：退货、调换或降价 5. 包装破损：（货物未破损）降价,Model Practice,Business Tip

5、s,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,2.对买方提出索赔的处理方法,1.理赔函四要素,BUSINESS TIPS,6. 货物破损：调换或依据破损程度降价 7.在FOB条件下卖方未能及时通知其投保而造成的损失：弥补损失 8. 有时因买方市场销售期已过，或不信任卖方，则要求退货或取消订单，或（和）按合同规定处以罚金,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,2

6、.对买方提出索赔的处理方法,1.理赔函四要素,EMERGENCY & PRECAUTION,进口商提货验货时，发现货物被水浸湿，如何办理索赔?,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,某进口商从美国进口一批纸张，货物到达目的港后，进口商验货时发现有一个集装箱底层纸张已被水浸湿，立刻找到保险公司和船公司进行现场查看。尽管该货已投保了一切险，从理论上说，一切险已经包括了淡水雨淋险，应该由保险公司赔偿, 但实际上保险公司拒绝了进口商提出的理赔，而由船公司

7、负责赔偿进口商的损失，其原因是船公司提供的集装箱本身有质量问题（如裂纹）。,EMERGENCY & PRECAUTION,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,在这种情况下，应由检验人员出具检验证书（Survey Report），证明货物的损害是由于集装箱的质量造成的。出口商应通过进口商的货运代理来办理索赔与理赔事宜。,进口商提货验货时，发现货物被水浸湿，如何办理索赔?,PATTERNS & USEFUL SENTENCES,Accept (en

8、tertain) a claim,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,1. We are sorry to learn of your complaints about the quality of the goods and are prepared to accept your claim,接到你方对我方货物质量的投诉，我们深表歉意，并准备接受投诉。,PATTERNS & USEFUL SENTENCES,Accept (entertain

9、) a claim,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,2. On going into the matter we find that a mistake was indeed made in the packing through a confusion of numbers, and we have arranged for the replacement goods to be dispatched to you at once in

10、settlement of your claim.,经调查，我们发现确实由于编号错乱导致包装出错，我们接受索赔，并已马上发出替代货物。,PATTERNS & USEFUL SENTENCES,Accept (entertain) a claim,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,3. Though we find no difference between the shipping sample and the original sample

11、 in our hands, we will meet you half way by offering a discount of 10% in settlement of the dispute.,虽然我们没发现装船货物与原样品有区别，但还是希望帮你方分担一半，对货物再打10的折扣，以解决纠纷。,PATTERNS & USEFUL SENTENCES,Accept (entertain) a claim,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,

12、4. According to the contract stipulations, we are not liable for the damage. But in view of our long business relation with you, we agree to the extra 2% discount on this occasion.,根据合同规定，我方无需对损坏负责，但考虑到我们长期的合作关系，我方同意就这件事给2的额外折扣。,PATTERNS & USEFUL SENTENCES,II. Rejection of claims,Model Practice,Busi

13、ness Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,1. We regret we cannot entertain your claim, which is without any foundation.,很抱歉，我方不能接受你方的索赔，因为没有任何证据。,PATTERNS & USEFUL SENTENCES,II. Rejection of claims,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & P

14、recaution,Exercises,BACK,2. As the goods have been insured, you may refer the matter to the insurance company or their agents at your end.,由于货物已投保，请到你处的保险公司或保险代理进行索赔。,PATTERNS & USEFUL SENTENCES,II. Rejection of claims,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Ex

15、ercises,BACK,3. As the shipping company is liable for the damage, your claim, in our opinion, should be referred to them for settlement.,由于船公司必须对损坏负责，我方建议你们向他们提出索赔。,PATTERNS & USEFUL SENTENCES,II. Rejection of claims,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exer

16、cises,BACK,4. Such color deviation existing between the products and the samples is normal and permissible, therefore, the claim for compensation is unacceptable.,产品颜色与样品颜色有点不一样，这种情况是正常的，而且是允许的，因此，我们无法理赔。,PATTERNS & USEFUL SENTENCES,II. Rejection of claims,Model Practice,Business Tips,Pattern & Useful Sentences,Emergency & Precaution,Exercises,BACK,5. This is the maximum concession we can afford. Should you