外贸英语函电教程 第二版 课件Unit 8 Shipping；Unit 9 Settling Claims

ShippingUnit8Objectives1Tohelpyoulearntounderstandemailsaboutshipmentissues.2Tohelpyoulearntowriteemailsaboutshipmentissuesasanexporter.Activity1Knowingshippingproblems1.ReadthephonecallconversationbetweenMr.Chen,asalesmanager,andhiscustomerintheUnitedArabEmirates(UAE)aboutanorder.Fillintheblankswiththerightinformationfromthelistbelowandanswerthequestion.partialshipmentisOKfirmcommitmentthenthepricewillbeincreasedsignificantlywecanarrangeadvancepaymenttothefactorynextweekThenI’mgoingtocheckwiththeshippingcompanyWithafirmbid,it’seasierformetogetagoodpriceabcdefCustomer:Mr.Chen.Iamreadytoplacetheorder,butplease,Ineed(1)______onthedeliverytime.Mr.Chen:OK,butyouknow…Customer:IknowitisSpringFestivaltime.IfyouhavedifficultymakingfullshipmentbytheendofFebruary,(2)______,atleast10%,or20%tobeshippedbytheendofFebruary.Mr.Chen:AlltheChinesefactorieswon’tcomebacktoworkuntilthemidofFebruary,sothereisonlyhalfamonthleftforproduction.Ifwecansignthecontractthisweek,(3)______.Thentheycanstarttheirproduction.IwillcheckthepossibilityofeffectingshipmentinFebruarythefirstthingtomorrow.(4)______iftheycanmaketrainandbreakbulkcombinationtransportationorcontainerplustheinlandtrain.Customer:OK.Idon’tcarehowyoucommunicatewiththefactoryorshippingcompany.Ineedatleast10%partialshipmentbytheendofFebruary.Mr.Chen:OK.Justgivemeonemoreworkingdayonthis,please.Ifwehavetochangeintocontainershipment,(5)______becausecontainershipmentcostsmuchmorethanbreakbulkbadecshipment.Customer:ItoldyouIneedmaterialstobedelivered.Idon’tcarewhetheritiscontainerorbreakbulk.Mr.Chen:OK.Iunderstand.SotomorrowIwillsendyouthefinalquotation,thenpleaseworkonafirmbidandsendittome.(6)______.Customer:OK.Iamwaitingforyourfeedback.Mr.Chen:OK.Thankyou.Bye.(7)Whatistheproblemthatthesalesmanagerhastosolveinordertogettheorder?—————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————————fThe

customer

is

in

urgent

need

ofthe

goods

and

wants

at

least10%

to

be

shipped

by

the

end

ofFebruary.

The

Chinese

Spring

Festival

is

coming

and

factorieswon’tcomebacktoworkuntilthemid

ofFebruary,so

Mr.

Chen

has

to

contactthefactoryandtheshippingcompanytofindoutwhetherthegoodswill

bereadyforshipmentbytheendof

February.Individuallywritedownsomeoftheissuesyouworryaboutafterplacinganorderwiththeexporter2.Formgroupsof4.Halfofyouwillbeimportersandtheotherhalfexporters.PrepareforgroupworkShareyourworrieswithyourgroupmembersandreachanagreement.ImportergroupsIssuesimportersworryaboutafterplacinganorder:______________________________________________________________________________________________________________________________________________________________________________________________________get

the

goods

within

the

stipulatedtimegoodsarrivesingoodconditiongoodsqualityareuptothestandard…ThinkindividuallyaboutwhatyoushoulddoafterconfirmingthePOandmakealist.Taketurnstotellyourgroupmembersyourlistandreachanagreement.ExportergroupsThingsexportersshoulddoafterconfirmingthePO:______________________________________________________________________________________________________________________________________________________________________________________________________follow

the

production

ofthe

products;

contactthe

carrieror

shippertobook

shipping

space;

keep

the

importer

postedwiththeupdateof

theproductionandshipment;collectpayment……3.Youaregoingtoreadsixemailsaboutshipment.Afteryoureadeachemail,decideonitsmainidea.Thestatementsbelowareforyourreference.Afterreadingalltheemails,puttheminchronologicalorder.a.Thecustomerasksforearlyshipment.b.Thecustomerremindstheexportertoeffectshipment.c.Thecustomerconfirmstheshippingdetails.d.Theexporterrepliestothecustomer’srequestforearlyshipment.e.Theexporterasksthecustomertoconfirmsomeshippingdetails.f.Theexportersendsshippingadvice.StatementsforMainIdeaofeachemail!DearCrystal, WithreferencetoourOrderNo.123,wewishtoremindyouthatwehavehadnonewsfromyouaboutshipmentforthegoods.AswementionedinourletterofAug.12th,weareinurgentneedofthegoods.Wewishtoreceiveyourshippingadvice,byfax,withinthenextsevendays.Bestregards,RebeccaEmail1ToSubjectOrderNo.123crystal@Theexporterasksthecustomertoconfirmsomeshippingdetails.eStatementsforMainIdeaofeachemailThecustomerremindstheexportertoeffectshipment.Thecustomerremindstheexportertoeffectshipment.bbThecustomerasksforearlyshipment.aThecustomerconfirmstheshippingdetails.cTheexporterrepliestothecustomer’srequestforearlyshipment.dTheexportersendsshippingadvice.fDearRebecca,ThegoodsunderyourOrderNo.123havecompletelypassedthere-inspectionbySGS.Ihavecontactedtheforwarder,andwasinformedthatthecargocut-offdateisOct.5thandtheETDwouldbeOct.8th.ButtheCBMisjust19.2,andcouldn’tfillafull20’GP.WouldyouliketoshipthembyLCLorFCL?Bestregards,CrystalEmail2ToSubjectOrderNo.123crystal@Theexporterasksthecustomertoconfirmsomeshippingdetails.Theexporterasksthecustomertoconfirmsomeshippingdetails.eeStatementsforMainIdeaofeachemailThecustomerremindstheexportertoeffectshipment.bThecustomerasksforearlyshipment.aThecustomerconfirmstheshippingdetails.cTheexporterrepliestothecustomer’srequestforearlyshipment.dTheexportersendsshippingadvice.fDearCrystal,AsperourOrderNo.123,theshipmentdateisaroundOct.10th.SinceourcustomerispushingusforanearlierdeliveryofgoodstocatchtheChristmasseason,isitpossibleforyoutoarrangedeliveryaroundSep.15th?Thanksforyoursupport.AwaitingyourreplyASAP.Bestregards,RebeccaEmail3ToSubjectOrderNo.123crystal@Theexporterasksthecustomertoconfirmsomeshippingdetails.eStatementsforMainIdeaofeachemailThecustomerremindstheexportertoeffectshipment.bThecustomerasksforearlyshipment.Thecustomerasksforearlyshipment.aaThecustomerconfirmstheshippingdetails.cTheexporterrepliestothecustomer’srequestforearlyshipment.dTheexportersendsshippingadvice.fDearCrystal,Thankyouverymuchabouttheshippingdates.WewouldlikethecargotobeshippedbyLCL.Bestregards,RebeccaEmail4ToSubjectOrderNo.123crystal@Theexporterasksthecustomertoconfirmsomeshippingdetails.eStatementsforMainIdeaofeachemailThecustomerremindstheexportertoeffectshipment.bThecustomerasksforearlyshipment.aThecustomerconfirmstheshippingdetails.Thecustomerconfirmstheshippingdetails.ccTheexporterrepliestothecustomer’srequestforearlyshipment.dTheexportersendsshippingadvice.fDearRebecca,WeunderstandthatyouareinurgentneedofthegoodsinordertocatchtheChristmasseason.OurmillisoperatingroundtheclockonthreeshiftsandthegoodswillbereadyforshipmentbynextFriday.WehavecontactedtheshippingcompanyandhavebeeninformedthatthereisnospaceavailableonshipssailingfromheretoyourportbeforeSep.15th.Wearesorrythatweareunabletoadvanceshipment.Wewill,however,doeverythingpossibletoensurethatthegoodsareshippedwithinthecontractedtime.Bestregards,CrystalEmail5ToSubjectOrderNo.123Rebecca@Theexporterasksthecustomertoconfirmsomeshippingdetails.eStatementsforMainIdeaofeachemailThecustomerremindstheexportertoeffectshipment.bThecustomerasksforearlyshipment.aThecustomerconfirmstheshippingdetails.cTheexporterrepliestothecustomer’srequestforearlyshipment.Theexporterrepliestothecustomer’srequestforearlyshipment.ddTheexportersendsshippingadvice.fDearRebecca,WeareverypleasedtoinformyouthatthegoodsunderyourorderNo.123weremadeonS.S.WuXi.Attachedpleasefindtheloadingsupervisionphotosandshippingadvice.TheshipdatewasOct.9thandETAwouldbeOct.20th.Bestregards,CrystalEmail6ToSubjectOrderNo.123Rebecca@Theexporterasksthecustomertoconfirmsomeshippingdetails.eStatementsforMainIdeaofeachemailThecustomerremindstheexportertoeffectshipment.bThecustomerasksforearlyshipment.aThecustomerconfirmstheshippingdetails.cTheexporterrepliestothecustomer’srequestforearlyshipment.dTheexportersendsshippingadvice.Theexportersendsshippingadvice.ffOrderoftheemails:email3email5email1email2email4email6Note(1)SGS:SGSistheleaderinverification,testingandcertification.Itoperatesinmorethan140countriesworldwideandprovidesindependentinspection,verification,testingandcertificationservices.(2)Cargocut-offdate(3)ETD:estimatedtimeofdeliveryShipdateETA：estimatedtimeofarrival截关日预计出运时间开船日（实际出运时间）预计到港时间FunctionsSentencesfrequentlyusedinemailsa.Thebuyergivesshippinginstructiontotheseller.4.Readandclassifythefollowingsentencesmarked(1)to(20).Putthemunderappropriatefunctionlabels(markeda-d)intheformbelow.b.Thebuyerremindsthesellertomakeshipmentassoonaspossible.c.Thesellerinformsthebuyeroftheshippingdetails.d.Thesellerinformsthebuyerthatdeliverymightbedelayedandexplainsthereasons.1PleaseseetoitthatthegoodsareshippedperPEACEsailingonoraboutOctober15th.2WehavecontactedtheshippingcompanyandregrettotellyouthatweareunabletoshipthegoodsbeforeApril.3ItisChineseSpringFestivalandallthefactoryproductionwillhavetostopbecausealltheworkersaregoinghomeforfamilyreunion.4WehavetoremindyouthatshipmentofourOrderNo.334issoonbecomingoverdue.5Theteaunderthecaptionedcontractshouldbepackedininternationalstandardteaboxes,80boxesonapallet,and40palletsinanFCLcontainer.6Iamsorrytotellyouthatthevesselisstillwaitingattheport.Thisisinlinewiththeglobalsupplyingchaingridlockwithhundredsofvesselspilingupattheport,nomatterfromtheEuropeanportsorChineseports.7WehavebeeninformedthatthereisnoavailablespaceonshipssailingheretoyourportbeforeApril.8Pleasebeinformedthatthecargowassentyesterday,airwaybillNo.123.9Nowadays,wehavemuchlongerandmuchslowercustomsclearanceprocedures.10IhopethatthegoodscanbeshippedpromptlyafteryougetourL/C.11TheorderNo.105issourgentlyrequiredthatwehavetoaskyoutospeedupshipment.12Thevesselsarewaitingmuchlongeratanchoragegroundthanbeforewithanaverageof17daysinEuropeanportsandmorethan20daysintheUnitedStatesports.13ThecargohasbeenshippedonboardS.S.DongFengonFebruary25th.14Duetothehurricane,theporthasbeentemporarilyclosedfortwodays.15YourOrderNo.123istobeshippedinthreemonthlylotsof20tonseachonseparatebillsoflading.16Thereislaborandtruckdrivershortageduetothestrike,whichcausesslowefficiencyinoffloadingthecargo.17Pleaseseetoitthattheshippingmarksindicatedinourorder,thegrossandnetweightaretobestenciledoneachcrate.19WeassureyouthatshipmentwillbemadenolaterthanthefirsthalfofApril.20Wearegladtotellyouthat80%oftheproductionhasbeencompletedandthecargowillbereadyforshipmentbynextFriday(May12th).18Ontheouterpackaging,pleasemarkourinitialsSCCinadiamond,underwhichtheportofdestinationandourordernumbershouldbestenciled.FunctionsSentencesfrequentlyusedinemailsa.Thebuyergivesshippinginstructiontotheseller.4.Readandclassifythefollowingsentencesmarked(1)to(20).Putthemunderappropriatefunctionlabels(markeda-d)intheformbelow.b.Thebuyerremindsthesellertomakeshipmentassoonaspossible.c.Thesellerinformsthebuyeroftheshippingdetails.d.Thesellerinformsthebuyerthatdeliverymightbedelayedandexplainsthereasons.2367912151813141920410115171816Activity2Respondingtoshippingproblems1.Supposeyouarethesalesmanager(Mr.Liu)ofacompany.WriteareplytoanemailfromyourcustomernamedCrystal.Explainyourdifficultyinmeetingthecustomer’srequestforurgentshipment(refertothenoteattheendoftheactivityforsomebackgroundinformation).ToSubjectDearMr.Liu,WithreferencetoS/CNo.3456covering5,000metrictonsofwalnuts,theshipmentshouldbearoundMar.30th.However,ourclientsareinurgentneedofthegoodsandrequest3,000metrictonstobeshippedFebruaryandtheremainderinMarch.Iknowitwillresultinatightshippingschedule,butIwouldappreciateitverymuchifyoucanmakeithappen.Lookingforwardtoyourfavorablereplyandthankyouinadvance.Cheers,CrystalEarlyshipmentforS/CNo.3456XiaohuiL@EmailEmailfromthecustomerNoteItisnearSpringFestivalholiday(Feb.11–17),workersaregoingbackhomeatleastoneweekbeforethefestival,andwon’tcomebackuntilFeb.18,renderingitdifficulttoeffectshipmentinFebruary.YouaregoingtopushforthequickestproductionandshipmentandtrytoeffectfullshipmentbythemidofMarch.ToSubjectSamplereplytothecustomer’semailDearCrystal,Thankyouforyourinformation.Wefullyunderstandyoursituationandhavecontactedthemillandtheshippingcompanythefirstthingthismorning.I’mafraidweareunabletomatchtherequestofmakingshipmentbytheendofFebruarybecausethereisanationalholidayinbetween,whichisChineseSpringFestivalholiday,startingfrom11thto17thofFebruary.ChineseSpringFestivalisthemostimportantholidayfortheChinesepeople,justlikeChristmasinEuropeandEidholidayintheArabicworld.Andthefactorylaborswillstarttogobackhomeatleastoneweekearlier.Asaresult,ourproductionwillhavetostopforabout15days.EarlyshipmentforS/CNo.3456XiaohuiL@ToSubjectYourreplytothecustomer’semailOurmillswillcomebacktoworkonFeb.18thandoncetheyarefullyfunctional,wewillstarttopushforthequickestproductionandshipment.WewillmakesurethatfullshipmentwillbeeffectedbythemidofMarch.PleaseunderstandthesituationhereandkindlygiveusthelatestdateofshipmentbythemidofMarch.HappyNewYear.Regards,LiuEarlyshipmentforS/CNo.3456XiaohuiL@2.Shippingdelayshappenduetovariousreasons,suchastheweather,war,fire,pandemic,schedulechanges,issuesatcustoms,roadandportcongestion,etc.Assoonasyouareawareofadelaythataffectsyourcustomer,youmustadvisethemasquicklyaspossibleevenifthedelayisn’tyourfault.Itisyourjobtosolvetheproblemandsortoutthemess.Readtheemailbelowexplainingashippingdelay.Followingtheemailaresome“tips”forreplyingtosuchemails.Decideifthetipsareappropriateornot.ToSubjectDearRebecca,PleaseacceptmyapologiesforthedelayofPI#1234.Iwanttoexpressourregretforthesituationandreassureyouthatwearedoingeverythingpossibletohelpsolvetheproblem.ThedelaywascausedbyTyphoonTalim.Portoperationsarecurrentlysuspended.Sailingschedulehasshowndelaysofupto5daysonsomeservicesduetothetyphoon.Unfortunately,thiswasoutofourcontrol—butwewillkeepinclosetouchwiththecarrierandshipperforanupdatedshippingtimelineandwillkeepyouposted.Iappreciateyourpatienceasweresolvethisasquicklyaspossible.Manythanks,CrystalUrgent:PI#1234—shippingdelayrebecca@EmailexplainingashippingdelayUseclearsubjectline.Startyouremailbyexplainingthereisadelay,showempathy.Apologizeforthedelayonlywhenitiscausedbyyourparty.Explainthereasonsforthedelaydirectly.Ifthereasonforthedelayisnotyourfault,youdon’tneedtotakeownershipofthesituation.Youcanblameothers.Setouttimelinesforsolutionandensureyoucansticktothem.Ifitisoutofyourcontrol,youcanreassurethecustomerthatyouaremanagingtheproblem.Besuretosendregulartimelineupdates,especiallyifthingschange.76432Appropriatetips:______________TipsInappropriatetips:________124673515Activity3Respondingtoshippingproblems1.ShippingadviceforseatransportationCompletethefollowingshippingadvicebysupplyinganappropriatestatementforeachblankfromthefivestatementslistedbelow(markedAtoE).ADATEOFSHIPMENTB30KGCPORTOFLOADINGD0.44CBMESHIPPINGMARKS1068LongxiangRoad,LonggangDistrict,Shenzhen,P.R.ChinaTel:86-755-89226363Fax:86-755-89226361SHIPMENTADVICETO:ABCCOMPANY,NEWYORK,USAFAXNO:001225252321RE:SHIPPEDGOODSUNDERTHEL/CNO.:120005213DATE:MAY07,2023DearSirorMadam,Wearepleasedtoadviceyouthatthefollowingmentionedgoodshasbeenshippedout.Fulldetailsareshownasfollows:THEINVOICENO.:ZJY0504123BILLOFLADINGNUMBER:TZ2005OCEANVESSEL:MARIAV.052ATHEVALUEOFGOODS:USD5641.90DESCRIPTIONOFGOODS:TIANYAWEARABLESMARTWATCH深圳国际贸易有限公司ShenzhenTradingCo,Ltd.深圳国际贸易有限公司ShenzhenTradingCo,Ltd.PACKAGES:1PACKAGEGROSSWEIGHT:1.___________MEASUREMENT:2.___________3.___________________:SHENZHEN4.___________________:MAY07,2023PORTOFDESTINATION:NEWYORKESTIMATEDDATEOFARRIVAL:JULY15,2023CONTAINERNUMBER:EMCU252589/JBF2535.___________________:ABCNEWYORKC.NO:MADEINCHINABestregards,ShenzhenTradingCo,Ltd.A.DATEOFSHIPMENTB.30KGC.PORTOFLOADINGD.0.44CBME.SHIPPINGMARKS2.ShippingadviceforairtransportationCompletethefollowingshippingadvicebysupplyinganappropriatestatementforeachblankfromthefourstatementslistedbelow(markedAtoD).AbyDHLBOrderNO.3456Ctrackingnumber:2157432577D/en/express/tracking.htmlToSubjectDearTony,Thegoodsunderyour(1)_______________havebeendispatched(2)___________.Youcanloginthewebsite(3)____________________________________totrackitsprogresswiththe(4)_________________________.Usually,thepackagemayarrivetendayslater.Ifyouhaveanyquestions,feelfreetocontactus.Bestregards,CrystalShippingadviceforOrderNO.3456TonyS@EmailA.byDHLB.OrderNO.3456C.Trackingnumber:2157432577D./en/express/tracking.htmlLanguagePractice1.TranslatethefollowingexpressionsintoEnglish.根据我方156号订单货运公司截关日预计出运日20尺普柜20尺高柜装运要求装运通知实际出运日预计到港日12345678910with

reference

to

our

Order

No.

156theforwardercargocut-offdateestimatedtimeofdelivery(ETD)shipdateestimatedtimeofarrival(ETA)20’GP20’HPshippinginstructionshippingadvice推迟装运催促装运安排装运提前装运整箱装运1112131415拼箱装运在合同规定的时间内快递单号查询跟踪快递进程16171819delayshipmenturgeshipmentarrange/effectshipmentadvanceshipmentFCL(fullcontainerload)LCL(lessthancontainerload)withinthestipulatedtimetrackingnumbertracktheprogressofthedelivery2.TranslatethefollowingsentencesintoEnglish.根据123号订单，装运期是在8月份1WithreferencetoourOrderNo.123,theshippingdateisinAugust.开船日是10月8日，预计到港日期是11月1日。2TheshipdateisOct.8thandtheETA(estimatedtimeofarrival)isNov.1st.您是想整箱集装箱装运还是拼箱装运？3WouldyouliketoshipthembyLCLorFCL?货物已经通过SGS的检验认证。我们将在9月15日安排装运。4ThegoodshavepassedtheinspectionofSGSandwewillarrange/effectshipmentonSept.15th.2.TranslatethefollowingsentencesintoEnglish.很遗憾我们不能满足您的要求。5Weregrettotellyouthatweareunabletocomplywithyourrequest.贵方123号订单下的货物已经装载到南昌号货轮。6ThegoodsunderyourorderNo.123weremadeonS.S.Nanchang.货物将分三个月发出，每个月200吨，每批次有独立提单。7Thegoodsaretobeshippedinthreemonthlylotsof200tonseachonseparatebilloflading.我们会采取一切可能的措施，确保在合同约定的时间内发货。8Wewilldoeverythingpossibletoensurethegoodsbeshippedwithinthecontractedtime.Emailsandexperiencefromprofessionalsininternationaltrade1

.ReadthefollowingfouremailsbetweenEisen,theexporter,andMark,theimporter,andputtheminchronologicalorder.ToSubjectDearEisen,Pleaseletmeknowwhenthe20piecesorderisbeingshippedtoCalifornialocation.IbelieveDHLwillbeclosedforThanksgivingholiday.ThanksMark20piecesordertoCaliforniaeisen@Email1ToSubjectHiMr.Mark,Thankyouforthepaymentreceipt,yourPayPalpaymenthasbeenconfirmedbyouraccountantafewminutesago.Iwillletyouknowonceshippedout.Thankyou.Sincerely,Eisen20piecesordertoCaliforniamarkp@Email2ToSubjectDearEisen,pie32-171205-1paid.Shipasap.ThankMark20piecesordertoCaliforniaeisen@Email3ToSubjectGoodnightMark,HereplskindlychecktheDHLtrackingnumberforyourorder:1ZAY82850460205023.Total20piecesin212KG.ShouldarriveatLosAngelesbynextTuesday(2nd).Shouldyouhaveanyquestions,plsjustfeelfreetocontactme.Thankyou.HappyThanksgiving!Sincerely,Eisen20piecesordertoCaliforniamarkp@Email4Orderoftheemails:email3email2email1email4扫码看视频！2.Experiencefromaprofessionalininternationaltradefield.meanfairlywell,meanswell,meansextremelywellCongratulations!Youhavefinishedlearningthisunit!Beforemovingontothenextunit,spendafewminutesthinkingaboutyourobjectivesandlearningexperiences.Tickwhatyoucandointhetablebelow.ThingsthatIcando1.Icanunderstandemailsaboutshipmentissues.2.Icanwriterepliestocustomer’srequestforearlyshipment.3.Icanwriteemailsgivingshippingdetails.4.Icanwriteemailsexplainingshippingdelay.5.Icanwriteshippingadvice.SettlingClaimsUnit9Objectives1Tohelpyoulearnaboutthegeneralprinciplesforsettlingclaims.2Tohelpyoulearntowriterepliestocustomers’complaintsandclaims.Activity1Do’sanddon’tsforsettlingclaims1.Problemsfrequentlyoccurininternationaltrading.Readtheproblemsanddecidewhichparticipant(s)mighttakeownershipofwhichproblems.containerimmerseintransit1delayed/latedelivery2inconvenientafter-saleservice3deliveryofthewronggoods(color/design/OSDlanguage)4paymentdelay5defectivegoods/lowquality/non-conformityofquality6damagedgoodsduetoroughhandlingintransit7lossofgoodswithininsurancecoverage8shortweightordamagedgoodsundercleanB/L9shortshipment/weight10improperpackaging11shippingcompanyinsurancecompanyexporterimportershippingcompanyinsurancecompanyexporterimportercontainerimmerseintransit1delayed/latedelivery2inconvenientafter-saleservice3deliveryofthewronggoods(color/design/OSDlanguage)4paymentdelay5defectivegoods/lowquality/non-conformityofquality6damagedgoodsduetoroughhandlingintransit7lossofgoodswithininsurancecoverage8shortweightordamagedgoodsundercleanB/L9shortshipment/weight10improperpackaging1112791018523461011NoteOSDlanguage:onscreendisplaylanguage屏显语言2.Readthefollowingstatementsaboutclaimsettlementandticktheonesthatyouthinkareappropriatewaysofhandlingclaims.Sharewithyourpartneryourchoicesandreachanagreementonprinciplesofsettlingclaims.1Uponreceivingthecustomers’claims,thesellershouldreplypositively,atthefirstnotice,byexpressingtheintentiontoinvestigatethecase,findoutthecauseoftheproblemandoffersolutions.2Uponreceivingthecustomers’claims,thesellershouldimmediatelyclarifywhoisresponsiblefortheproblem.3Whenthecustomeriscomplainingaboutthelatedelivery,thesalespersonshouldletthecustomerventhisdissatisfaction,showempathy,investigatethecauseoftheproblemandthengiveexplanationoroffersolutions.4Bothparties,thesellerandthebuyer,shouldcooperatetoinvestigatetheproblem,providetheessentialdocumentsofevidenceandnegotiatehowtosettletheclaims.5Ifthebuyer’scomplaintprovesreasonable,thesellershouldgiverefundimmediately.6Ifthebuyer’scomplaintprovesreasonable,thesellermaytryothercompensationalternativessuchas:offeringdiscountsforfutureorders,applyingforcompensationinstallmentordeferredcompensation.7Ifthecompensationprovesunreasonable,thesellershouldrejectitdirectly.8Evenifthecompensationprovesunreasonable,thesellershouldrejectitbyexplainingthereasonsandprovidingevidence.9Theprimaryconcernforboththesellerandthebuyeristonegotiatesolutionstotheproblem.10Forcomplaintsofdefectivegoodsofsmallervalue,theexportershouldarrangereplacementforthecustomerassoonaspossible.Forrepeatedcomplaintsofdefectivegoodsfromthesamecustomerorcomplaintsoflargevalue,theexportershouldbecautiousandinvestigatethecase.113.Readthethreegroupsofemails.Findoutwhatthecustomerscomplainaboutandhowtheexportersreply.Fillintheformbelow.CustomerA’scomplaintCustomerB’scomplaintCustomerC’scomplaintExporterA’sresponseExporterB’sresponseExporterC’sresponseToSubjectHiLeah,IwillbesendingthefundsoverforPIE33-170831-1andE33-170831-2oncethey’rereadytoship,whichshouldbeSept.8th.Also,wehaveacustomerwhoorderedthePAR3860Wbulbsbuttheyhavehadafewgobad.Howcanwehavethesereplaced?Theyhaveseven(7)S-PAR38-060-5000k-25-degreepiecesdefectives.Thanks,AlbertMellomNewordersleah@126.comCustomerA’scomplaintGroup1ToSubjectHiAlbert,PIE33-170831-1andE33-170831-2willbereadyforshipmentbytheendofthisweek.Iwillkeepyouposted.Wearesosorrytoknowyourcustomergot7p