《外贸商函》解决索赔（举一反三考点练）-讲义

举一反三考点练 《外贸商函》解决索赔-讲义 1.掌握调查索赔原因及常用表达； 2.掌握承认错误、表示歉意及提出补偿方案； 3.掌握涉及索赔处理的部门、文件及费用承担； 知识点一 调查索赔原因及常用表达 在处理索赔时，首先需要进行调查以确定责任方和问题根源。常用的动词包括 “go into”（调查），其同义词还有 “look into, investigate, examine”。调查过程中可能会发现是由于 “careless packing”（粗心包装）或 “improper packing”（不当包装）等内部原因造成的。表达调查结果时，可以使用 “On going into the matter, we found that…” 的句型，并说明原因，如 “due to our careless packing”（由于我们粗心包装）。了解这些表达有助于清晰、准确地陈述调查结果。 (单项选择题) Which of the following phrases is NOT a synonym for "go into" when referring to the process of finding out the cause of a claim? A. Look into B. Investigate C. Examine D. Resolve 【答案】D 【解析】选项A、B、C都是“调查”的意思，是“go into”在调查索赔原因时的同义词。而“Resolve”意为“解决”，指的是调查后的行动，而非调查过程本身。 【要点】考查对“go into”及其同义词在调查索赔语境下的理解。 1.(单项选择题) In the context of claim investigation, what does "careless packing" imply? A. The packaging was done with extra care. B. The packaging materials were of high quality. C. The packaging process was done without sufficient attention or skill. D. The packaging was approved by the customer. 【答案】C 【解析】"Careless packing" 意为“粗心包装”，指在包装过程中由于疏忽或不仔细导致的问题，这与调查索赔原因时发现的内部原因相符。 【要点】考查对“careless packing”这一内部原因的理解。 2.(单项选择题) Which sentence structure is commonly used to report the findings of a claim investigation? A. We are going into the matter. B. On going into the matter, we found that... C. We will look into the matter later. D. The matter has been investigated by us. 【答案】B 【解析】“On going into the matter, we found that…” 是用来表达调查结果并说明原因的常用句型。 【要点】考查对陈述调查结果常用句型的掌握。 3.(判断题) The phrase "improper packing" refers to a situation where the packing method or materials used were not suitable for the goods, which could be a reason found during a claim investigation. 【答案】√ 【解析】"Improper packing" 意为“不当包装”，指包装方式或材料不适合货物，这确实是调查索赔时可能发现的内部原因之一，与“careless packing”类似但侧重点可能不同（前者更侧重方法/材料不当，后者侧重态度/疏忽）。 【要点】考查对“improper packing”作为索赔原因的理解。 1.(判断题) When communicating the result of a claim investigation, using the phrase "due to our careless packing" explicitly acknowledges the seller's responsibility for the issue. 【答案】√ 【解析】使用“due to our careless packing”明确指出了问题是由卖方自身的粗心包装造成的，这直接承认了卖方的责任。 【要点】考查对承认责任表达方式的理解。 2.(填空题) Please complete the following sentence to report the findings of an investigation into a claim: "______ the matter, we discovered that the damage was caused by ______ packing." 【答案】On going into / careless (or improper) 【解析】第一个空应填入表示“调查”的短语，"On going into the matter" 是常用表达。第二个空应填入导致问题的原因，"careless packing" 或 "improper packing" 都是可能的内部原因。 【要点】考查对调查结果报告句型和内部原因词汇的运用。 3.(填空题) Replace the underlined part in the sentence with a suitable synonym from the provided knowledge: "We need to __________ the reason for the customer's claim about the missing items." (Synonyms: go into, look into, investigate, examine) 【答案】investigate (or look into / examine) 【解析】"go into", "look into", "investigate", "examine" 都可以表示“调查”的意思，在此句中均可替换划线部分，表示需要调查客户关于缺失物品的索赔原因。 【要点】考查对“调查”相关动词的替换运用。 · 处理索赔时，常用“go into”、“look into”、“investigate”或“examine”等动词来表示调查行动。 · 调查可能揭示问题源于内部操作，如“careless packing”或“improper packing”。 · 报告调查结果时，常用句型“On going into the matter, we found that…”来引出发现的事实。 · 明确说明原因，例如“due to our careless packing”，有助于清晰准确地陈述调查结论。 知识点二 承认错误、表示歉意及提出补偿方案 当确认责任在于己方时，需要诚恳地承认错误并表达歉意。常用表达有 “We are sorry to cause you some inconvenience.”（我们很抱歉给您方带来不便）。道歉时也可以使用 “We are sorry to learn that…” 的句型，表达对对方处境的理解。为了弥补损失和维持良好关系（“affect our good relations”），通常会提出补偿方案，如 “as a compensation”（作为补偿）提供替代品（“replacement”）、折扣或退款（“refund sth. to sb.”）。明确表示将采取措施防止未来发生类似问题（“in the future”）也很重要。 (单项选择题) When acknowledging a mistake in a business communication, which phrase is most appropriate to express sincere apology for causing trouble?（ ） A. We hope you understand the situation. B. We are sorry to cause you some inconvenience. C. Please let us know if you need anything else. D. We will look into the matter immediately. 【答案】B 【解析】选项B “We are sorry to cause you some inconvenience.” 直接表达了因给对方带来不便而感到抱歉，是最符合“诚恳承认错误并表达歉意”的常用表达。 【要点】考查在承认错误时表达歉意的常用句型。 1.(单项选择题) In a follow-up message after an apology, which sentence best indicates the intention to maintain a good relationship by offering a solution?（ ） A. We will prevent this from happening again in the future. B. As a compensation, we can offer a full refund. C. We are sorry to learn that you were not satisfied. D. Please provide us with more details about the issue. 【答案】B 【解析】选项B “As a compensation, we can offer a full refund.” 明确提出了“作为补偿”的方案（退款），目的是弥补损失并维持良好关系。 【要点】考查提出补偿方案以维持良好关系的表达方式。 2.(单项选择题) Which phrase is commonly used to express understanding and empathy for the recipient's situation before apologizing?（ ） A. We regret to inform you that... B. We are sorry to learn that... C. We acknowledge your concerns regarding... D. We have reviewed your feedback carefully. 【答案】B 【解析】选项B “We are sorry to learn that...” 是表达对对方处境理解并引出道歉的常用句型。 【要点】考查在道歉前表达对对方处境理解的表达方式。 3.(判断题) Offering a replacement or a refund is not considered a form of compensation when addressing a customer's complaint.（ ） 【答案】× 【解析】“as a compensation”（作为补偿）可以提供替代品（“replacement”）、折扣或退款（“refund sth. to sb.”）。因此，提供替代品或退款是补偿的一种形式。 【要点】考查对补偿方案具体形式的理解。 1.(判断题) It is sufficient to simply apologize for a mistake without proposing any form of compensation or preventive measures for the future.（ ） 【答案】× 【解析】除了诚恳道歉外，为了弥补损失和维持良好关系，通常需要提出补偿方案；同时，明确表示将采取措施防止未来发生类似问题也很重要。仅仅道歉是不够的。 【要点】考查处理错误时完整步骤的理解（道歉、补偿、预防）。 2.(填空题) Please accept our sincere apologies for the delay in shipping your order. ______ ______ ______ the disruption this has caused to your plans. 【答案】We are sorry to learn that 【解析】“We are sorry to learn that…” 是表达对对方处境理解并引出道歉的常用句型，这里用来表达对延误给对方计划造成干扰的理解。 【要点】考查使用特定句型表达对对方处境理解。 3.(填空题) To ensure this does not recur, we will review our entire logistics process. In the meantime, ______ ______ ______ a 15% discount on your next purchase as a gesture of goodwill. 【答案】as a compensation we are offering 【解析】“as a compensation”（作为补偿）用于引出补偿方案。这里需要填入表达“作为补偿，我们提供”的短语，并符合句意。也可以是 "as a compensation, we would like to offer" 或 "as a compensation, please accept our offer of" 等，但 "as a compensation we are offering" 是简洁且符合语法的表达。 【要点】考查使用特定短语引出补偿方案。 · 确认己方责任时，应使用如“We are sorry to cause you some inconvenience”等诚恳的语句直接表达歉意。 · 道歉时可借助“We are sorry to learn that…”句型，表达对对方处境的理解与共情。 · 为弥补损失和维护关系，应提出具体补偿方案，如提供替代品、折扣或退款，并常用“As a compensation”引出。 知识点三 涉及索赔处理的部门、文件及费用承担 处理索赔可能涉及公司内部的不同部门，如 “packing department”（包装部），以及与其他部门（如 “financial department, purchase department, sales department”）的协调。为了证明调查结果或货物状况，可能需要参考 “duplicate sample”（复样）并进行比较（“compare A with B”），或提供 “inspection certificate”（检验证书）。 在最终解决方案中，需要明确相关费用的承担方，常用表达是 “be borne by sb.”（费用由某人承担），其同义短语有 “at one’s expense, for one’s account”。常见的费用项目包括 “interest”（利息）、“banking charges”（银行费用）、“freight”（运费）、“inspection charges”（商检费）、“storage”（仓租）和 “custody”（保管费）等。 (单项选择题) When dealing with a claim, which department is most likely to be involved in assessing the physical condition of the goods?（ ） A. Financial Department B. Sales Department C. Packing Department D. Purchase Department 【答案】C 【解析】处理索赔时，评估货物物理状况最相关的部门是负责货物打包和可能最先发现问题的包装部。 【要点】考查处理索赔时涉及的不同部门及其主要职责。 1.(单项选择题) To substantiate the findings of a claim investigation, a company might compare a duplicate sample with the original goods. Which phrase best describes this action?（ ） A. Be borne by sb. B. Compare A with B C. At one's expense D. Inspection certificate 【答案】B 【解析】题目中明确提到为了证明调查结果或货物状况，可能需要比较复样，而“compare A with B”正是描述这个比较动作的短语。 【要点】考查描述比较动作的常用表达。 2.(单项选择题) In the context of settling a claim, the phrase "be borne by the seller" indicates that the seller is responsible for which aspect?（ ） A. Providing the duplicate sample B. The cost of the claim, such as freight or inspection charges C. Investigating the cause of the claim D. Coordinating with the financial department 【答案】B 【解析】“be borne by sb.” 意为“由某人承担”，在索赔语境下通常指承担相关的费用。选项B列举了常见的费用项目，符合“费用由卖方承担”的含义。 【要点】考查“be borne by sb.” 在索赔语境下的具体含义，即费用承担。 3.(判断题) An inspection certificate is typically used to prove the condition of the goods and support the findings of a claim investigation.（ ） 【答案】√ 【解析】“inspection certificate”（检验证书）是用来证明调查结果或货物状况的文件之一，这与题目描述一致。 【要点】考查对“inspection certificate”在索赔处理中作用的理解。 1.(判断题) The terms "at one's expense" and "for one's account" have different meanings from "be borne by sb." in the context of claim settlement.（ ） 【答案】× 【解析】“be borne by sb.” 的同义短语有 “at one’s expense” 和 “for one’s account”，它们在索赔处理语境下含义相同，都指费用由某人承担。 【要点】考查对“be borne by sb.”及其同义短语含义的理解。 2.(填空题) When determining who should cover the costs related to a claim, phrases like ______ or ______ can be used interchangeably with "be borne by the seller" to indicate the seller's responsibility for expenses such as freight or inspection charges. 【答案】at one's expense, for one's account 【解析】“be borne by sb.”的同义短语是“at one’s expense”和“for one’s account”，它们可以用来表示费用由某人承担。 【要点】考查“be borne by sb.”的同义表达。 3.(填空题) Common cost items that might need to be clearly assigned in a claim settlement include ______, ______, and storage fees, among others. 【答案】freight, inspection charges 【要点】考查常见的与索赔相关的费用项目。 · 处理索赔通常需要公司内部多个部门的协调，包括包装部、财务部、采购部和销售部。 · 为了证明货物状况或调查结果，可能需要使用复样进行比较或提供检验证书。 · 索赔解决方案中需明确费用承担方，常用表达是“费用由某人承担”，并会涉及运费、商检费、仓租等具体费用项目。 原创精品资源学科网独家享有版权，侵权必究！2 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $$