经贸英语口语Unit12ComplaintsandClaims.ppt

1、Unit 12 Complaints and Claims,Teaching Aims,How to make a complaint and lodge a claim Let students talk about the complaints and claims properly,Part One: Important Expressions in Background Knowledge,In doing business, the ideal is that the seller and buyer can further the transactions successful i

2、n delivery, quality, quantity, specification, packing and payment and so on according to the contract stipulated by both parties.,Complaints may be made to the seller, the buyer, insurance company or shipping company as the case may be. Claims refer to the claim for loss. When both parties are invol

3、ved in trouble, it is advisable that arbitration is better than litigation.,Part One: Important Expressions in Background Knowledge,Part One: Important Expressions in Background Knowledge,It should be noted that claims must be made within the terms of validity stipulated in the contract. Through fri

4、endly consultation, both parties shall reach an agreement on solutions of the disputes. This is the best way to solve the disputes, for its least costly and wont bring damage to both sides. As the saying goes, a bad compromise is better than a good lawsuit.,Part Two: Listening and Discussion,1. What

5、 should you do to avoid making a claim? 2. When you suffer some loss, how do you maintain the right you deserve?,Part Three: Oral Practice in Groups,Dialogue 1 A: 欢迎你来处理有关仪器设备的问题。 B：谢谢。我被我们总公司派到这来就是讨论这个问题的。 A：我们在三月份的邮件里提到了有缺陷的仪器。 B：这种缺陷的仪器有多少？ A：100台里有20台。 B：相当严重啊。我们公司一直对产品质量特别重视。 A：事实胜于雄辩。 B：不管怎么样，

6、我们会派专业人士来调查这件事。 A：我们期待你们及早的答复。 B：请放心，如果我们发现你们的调查跟我们的一样，我们会用新产品替换有缺陷的产品。 A：非常感谢。,Part Three: Oral Practice in Groups,Dialogue 2 A: 你们寄过来的货物与样品不符。 B：怎么可能呢？我们可有严格的质量控制系统。 A：遗憾的是，我说的是真的。这是从现场拍的照片。 B：如果那样，我们会尽早解决这事。 A：你们什么时候派人检查货物？ B：三天内，我们会派人的。 A：如果我们等的时间太长错过销售季节，我们会向你们索赔的。 B：放心。我们会很快联系你的。,Part Three: O

7、ral Practice in Groups,Dialogue 3 A: 你好，你们装运的大多数商品都小一号。 B：真的吗？我会检查清楚为什么货物会小一号。 A: 还有，我们觉得瑕疵品太多。我要向贵公司提出索赔。 B: 我保证一定会仔细调查这些问题。如果是我公司的错，我们会受理你方索赔。 A：那什么时候你们会告知调查结果？ B：越快越好。我想一切都会友好解决的。 A：好的。我们期待你们的好消息。,Part Four: Translation,1. 我们对你方遭受的损失（loss)深表歉意并同意向你们赔偿（Compensate) 全部损失。 2. 我公司同意就不合格产品（unqualified products) 问题向你们赔偿总价值的2%。 3. 我们很遗憾地不能受理（entertain) 你方索赔，因为它没有任何根据。,Part Five: Free Talk,Make a short dialogue according to the following instructions. Mr Smith found a shortweight. He turned to the seller for a claim. After a