Unit 9(课件）-《外贸英语函电》同步教学（中国人民大学出版社）

Unit 9 Settling Claims English Correspondence for International Trade 1 Objectives To learn about the general principles for settling claims. 1 To learn how to give appropriate responses to the clients’ complaints and claims. 2 3 To write replies to complaints and claims. 2 Activities Dos and don’ts for settling claims 01 How to give appropriate responses? 02 Replying to complaints and claims 03 Language practice 04 3 Activity 1 Dos and don’ts for settling claims I. Read the following statements about claim settlement and tick the ones that you think are appropriate. Share with your partner your choices and reach an agreement on the principles for settling claims. 4 5 □1. Upon receiving the customers’ claims, the seller should reply positively, at the first notice, by expressing the intention to settle the claims. □2. Upon receiving the customers’ claims, the seller should immediately clarify who, the seller or the buyer, is responsible for the problem. □3. When replying to the letter of making claims, the seller should firstly say sorry. □4. Both parties, the seller and the buyer, should cooperate to investigate the problem, provide the essential documents of evidence and negotiate on how to settle the claims. √ √ 6 □5. If the buyer’s compensation demand proves reasonable, the seller should pay for all the refund ASAP (as soon as possible). □6. The seller may try other compensation alternatives, such as offering discounts for future orders or allowing the customer to try on new models. □7. Even if the buyer’s compensation demand proves reasonable, the seller may have other alternatives to pay for it, e.g. applying for compensation installment or deferred compensation. □8. If the compensation proves unreasonable, the seller should simply reject it. √ √ 7 □9. Even if the compensation proves unreasonable, the seller should reject it by explaining the reasons and providing evidence instead of a simple rejection. □10.The primary concern for both the seller and th