外贸口语-claim课件

第二章进出口交易前的准备1EpisodeNineDeliveryandclaim第二章进出口交易前的准备2LearningObjectivesWhat’sthebasiccontentsofshipmentclause?Howtodiscusstheshipment?第二章进出口交易前的准备3Questions—section1HowdidMrLiandMrBowendifferonthedelivery?Whycouldn’tMrLipromisetodeliverearlier?WhydidMrBoweninsistonearlydelivery?Whywouldittakesolongtoclearthecustoms?第二章进出口交易前的准备4Questions—section2Whycouldn’tMr.Bowenhaveplacedtheorderearlier?Whatwerethegarmentmakerscompetingin?WhyWhywasitdifficultforMrLitodeliverearlierWhatwasthedateofdeliverytheymutuallyagreedupon?第二章进出口交易前的准备5ContentsofshipmentclauseThedateofshipment---statethedeadline/规定在收到信用证（或信汇等）后若干天装运Theportofloading/discharge—明确规定装卸港口/morethan3ports,consideringtheconditionsofshipping/政府许可的安全的Partialshipment/transshipment–UCP600Shippingadvice第二章进出口交易前的准备6Example--1A：Let’stalkaboutthedeliverytimeB:WecandeliverytheproductsineightweeksA:Whyittakessolong?B:It’sprettynormalinthiskindofoperation.Didyouexpectwecoulddelivermorepromptly?A:Weneeddeliveryoffiveweeksmaximum.B:Iunderstandwhatyoumean,butthatwouldbeverydifficult.Youseewehavealotoforderstohandleatpresent.Look,IfIcanpromiseyouthedeliveryinsevenweeks.OK?\第二章进出口交易前的准备7Example--2A：Thankyouforyourconsideration.ButI’mafraidwecan’tacceptsevenweeks.Wecan’twaitforsolongB:wellyouwantthegoodswithinfiveweeks,whichisverydifficult.I‘llhavetoconsultwithmycolleagues,butIcan’tpromisewhatwecando.A:MayImakeasuggestion?Ifyoucanpromisedeliveryinsixweeks,thenwemaytalkaboutafurtherB:IfyoucanpromiseanotherorderIthinkwecouldacceptyourterms第二章进出口交易前的准备8Example--3A：CouldyoumaketheshipmentinearlyNov?B:Wehavethegoodsinstocknow;thereforewecouldshipthegoodspromptlyiftherewereasteameravailable.Butunfortunatelywecann’tgetholdofanylinersailingforNewYorkinNov.,becausetheshippingspaceforsailingtoNewYorkInNovhadallbeenbookedup..A:Youknowthetimeofshipmentisveryimportanttous.Ourcustomersareinurgentneedofthegoods.B:Iseeyourpoint.However,I’mverysorrythatwecandonothingaboutit.第二章进出口交易前的准备9Example--4A：Whatifweallowtransshipment?B:Transshipmentaddstotheexpenses,risksofdamageandmaypossiblydelayarrival.Butwe’lltryifyouinsistandwillingtobeartheextraexpenses.A:Wepreferdirectshipmentofcourse.Butthereisnodirectsteamer,wecandonothingbutagreetotransshipmentinHongKong..第二章进出口交易前的准备10ContentsofshipmentThecargohasbeenshippedonboards.s."DongFeng".Weshipmostofouroilinbulk.WecangetpreferentialdutyrateswhenweshiptotheU.S.A.ThefacilitiesforshippinggoodstosoutheastAsiancountrieshavechangedalot.Couldyoumanagetohastenthedelivery?Atimelydeliverymeansalottous.I'msorrytosaythatwecan'tadvancethetimeofdelivery.There'sstillanotherpossibilitytoensureapromptdeliveryofthegoods.Couldyoudosomethingtoadvanceyourshipment?第二章进出口交易前的准备11ContentsofshipmentI'msorrytotellyouthatweareunabletogiveyouadefinitedateofshipmentforthetimebeingshipmentduringMaywithpartialshipmentandtransshipmentallowed,sellersoption.WehavebeenabletotransshipS.E.Asian-boundcargoesfromrailtoshipatHongkongwithoutmishap.Sometimes,wehavetomakeatransshipmentbecausethereisnosuitableloadingorprintheproducingcountry.SofarasIknow,therearerisksofpilferageordamagetothegoodsduringtransshipmentinHongkong.第二章进出口交易前的准备12Role-Play:DiscussingshipmentComplaints&Claims

第二章进出口交易前的准备14LearningObjectiveHowtolodgeaclaim?Howtojudgetheclaimgenuineorfalse?Howtorejectthefalseclaim?Howtosettlethegenuineclaim?

Importance&Difficulty

Howtolodge,settleaclaim重点Skills

tocommunicatewiththeclientsaboutclaims

难点

教学重难点TaskOne:HowtohandletheclaimfromSandracompany？What?

KnowledgeforTaskone--twokindsofclaims1.Agenuinecomplaintorclaim2.AfalsecomplaintorclaimAgenuinecomplaint

1).Thewronggoodsmayhavebeendelivered。wronggoods

2).qualityThequalitymayhavebeenfoundunsatisfactory。3).priceThepricechargedmaybeexcessiveornotasagreed

2)shipmentdamagedshortmissing

lateAfalsecomplaint

ThebuyerswhofindfaultwiththegoodsasanexcusetoescapefromthecontractNolongerwantthegoodsorgetthemcheaper

InvestigateindetailTaskTwo:HowtorejectthefalseclaimfromSandracompany？False!

第二章进出口交易前的准备23UsefulExpression－rejecttheclaim1.Ongoingintothematteryoumentionedwefindthatthepoorperformanceoftheengineisduetoyourincorrectuseofadifferentmotoroil.

我们对你方提到的事情调查后发现，发动机故障是因为你们误用了不同的机油。2.Itemslikethisarenottobereturnedoncetheyareacceptedbypurchasers.Wehaveestablishedthisregulationforofferingourcustomersthedefinitebestqualityproducts.

此类商品一旦售出就不能退换。我们立此规定是为了向顾客提供绝对上等的产品。

。第二章进出口交易前的准备24UsefulExpression－rejecttheclaim3.Ourinvestigationrevealsthatthearticleswepackedwereidenticalwithwhatwerelistedonourinvoice.Weareafraidthatthecasesyoumentionedmusthavebeenunpackedduringthetransit.Weareenclosingacopyoftheinvoiceforyourreferenceandsuggestyoumakefurtherinquiriesatyourend.

我方调查结果表明：我们打包的东西和发票上的一致。恐怕你说的那些箱子在运输过程中被人打开过。随函寄去一份发票复印件，建议你方进一步调查。4.Weareextremelysorryforthelatedeliveryofyourlastorder.Itisduetoyourdelayedopeningoftherelativeletterofcredit.

非常抱歉上一批货交晚了。因为你们的信用证开得太迟。5.Asstipulatedinthecontract,aminordiscrepancyincolorsispermissible.Thatiswhythecaseyoubroughtupisstillunderanormalpractice.

如合同所示，颜色上的轻微差异是允许的。故此，你提出的情况依然属于正常做法。TaskThree:HowtosettlethefalseclaimfromSandracompany？genuine!

第二章进出口交易前的准备26UsefulExpression－settletheclaimIreallymustapologizefortheinconveniencewhichhasbeencaused.Ihopeyouhavenotbeentooinconvenienced.Pleaseallowustoapologizeforputtingyoutosomuchtrouble.Withthisinmind,wearemorethanhappytoreplacethefaultydisks.Ishallarrangeforamessengertocallatyourshopwithinthenextthreedaystocollectthenandtodeliver,atthesametime,areplacementbatchofdisks.Weassureyouthatinfutureweshalldoallwecantoavoidthiserroroccurringagain.Weshallendeavortomakesurethatthisdoesnothappenagain.第二章进出口交易前的准备27Questions—section3WhydidMr.Boweninsistontheinclusionofaclaimclause?AccordingtoMrBowen,whatmightbethemaincausesforclaims?第二章进出口交易前的准备28Questions—section4WhatkindofproblemsdidDafaGarmentshaveinquality?WhatwasMr.Li’sexplanation?WhatkindofdefectsdidMrBowenlist?第二章进出口交易前的准备29Questions—section5WhatwasMr.Li’swaycategorizethedefects?第二章进出口交易前的准备30Questions—section6WhatwerethepenaltyratesMrLiproposed?WhatwasMr.Bowen’sscheduleforpenalty?HowdidMr.LirespondtoMrBowen’sschedule?Why?第二章进出口交易前的准备31Qualityclause品质条款的基本内容是所交易商品的品名、等级、标准、规格、商标或牌号等。表示品质的方法(一）以实物表示品质以实物表示品质包括凭成交商品的实际品质和凭样品。1.看现货成交

2.凭样品成交（１）Seller'sSample

（２）Buyer'sSample

（３）CounterSample--“确认样品第二章进出口交易前的准备32Qualityclause二）凭说明表示品质

１．凭规格买卖（SalebySpecification）

２．凭等级买卖（SalebyGrade）

３．凭标准买卖（SalebyStandard）

４．凭说明书和图样买卖（SalebyDescriptionsandIllustrations）

５．凭商标（TradeMark）或品牌（BrandMark）买卖

６．凭产地名称（NameofOrigin）买卖。第二章进出口交易前的准备33Qualityclause品质机动幅度（QualityLatitude）品质公差（QualityTolerance）第二章进出口交易前的准备34UsefulExpression1.

Thequalityofoursisasgoodasthatofmanyothersuppliers,whileourpricesarenothighastheirs.Bytheway,whichitemsareyouinterestedin?Youcanrestassured.

Wearealwaysimprovingourdesignandpatternstoconfirmtotheworldmarket.。

。第二章进出口交易前的准备35UsefulExpression

Thequalityofoursisasgoodasthatofmanyothersuppliers,whileourpricesarenothighastheirs.Bytheway,whichitemsareyouinterestedin?Youcanrestassured.

Wearesatisfiedwiththequalityofyoursamples,sothebusinessdependsentirelyonyourprice.Toacertainextent，ourpricedependsonhowlargeyourorderis.Thisproductisnowingreatdemandandwehaveonhandmanyenquiriesfromothercountries.

。第二章进出口交易前的准备36UsefulExpression—requirementsforqualityThetoleranceofthisbarometeriswithinonetenthofonepercent。Wewilltrytoattainthataccuracyafterweretoolourfactoryattheendofthisyear.Atpresentthebestwecanguaranteeistwotenthsofapercent.第二章进出口交易前的准备37UsefulExpression—inferiorqualityAccordingtothecontracttheshrinkageofthisclothshouldbelessthan2%.Butourinspectionshowsthattheshrinkageofthelasttwoconsignmentexceeds3%Thecontentofwoolinthesesweaterisonly26%,4%lowerthanstipulatedinthecontract.第二章进出口交易前的准备38UsefulExpression—penaltyIfthegoodsarelatebytendaysormore,thepenaltywillbe100%oftheinvoicevalue.Ifthedelayisbetweenfivetoninedaysthepenaltywillbe50%.Ifthedelayislesthanfivedaysthepenaltywillbe10%.Ifthecontentis1%belowthestipulatedvalue,thepenaltywillbe50%ofthevoice.Ifit’sbelowthestipulatedvaluebymorethan1%,we’llhavetoreturnthewholeconsignmenttoyouandthepenaltyratewillbe120%oftheinvoicevalue.第二章进出口交易前的准备39Example--1A：MrWangourbusinesshavebeengoingtonverywell,butmowI’dliketotalkwithyouaboutsomeproblems.B:problems.?A:YesIhavereceivedaletterofcomplaint.ItsaysthegoodsshippedinFebunderNo2230havearrivedinSanFrancisco,buttoourgreatsurprisetheyarenotinpropercondition.B:Really?What’sthetrouble?A:Manycartonswerebadlydamaged.Mostofourproductswerewaterstainedandsomeofthemwererusty.Thedamagemustbecausedbyinadequatepacking.B:I’msorrytohearthat.Wherearethegoodsnow?A:Theyarenowinthecarrier’swarehouse.Astheyareinsuchaseriouscondition,wedoubtwhetherwewilltakethedelivery.\第二章进出口交易前的准备40Example--1A：Justaminute,MrBlack,haveyourpeoplefoundwhattheexactcausesofthebreakagewere?B:Yestheyhaveinvestigated.HereisafacsimilecopyofsurveyreportissuedbySanFranciscoCommodityInspectionBureau.Itstestimonyisabsolutelyreliable.A:Wearereallysorrythatthishashappened.Aretheproductsseriouslydamaged?.B:Somewerestained,somesoiled.Wehavetoaskforacompensationtocoverthelossincurredasaresultoftheinferiorpackingofgoodsconcerned.A:Thoughyourcomplaintistrue,theremaybeotherfactorsinit.Weshouldmakeit