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1、Teaching ObjectivesTeaching Objectives 1.知识目标：（1）了解合同中索赔条款的内容；（2）了解索赔的常见原因；（3）掌握索赔的内容和处理方法；（4）掌握因质量低劣提出索赔及其回复函、因短重 提出索赔及其回复函、因包装不好提出索赔及 其回复函的写作内容和方法；（5）掌握国际贸易的流程。2.能力目标：（1）能够处理对方的索赔；（2）能够写因质量低劣提出索赔及其回复函、因短 重提出索赔及其回复函、因包装不好提出索赔及其回复函；3.素质目标：（1）熟悉并适应贸易工作；（2）能够进行商务英语交际；（3）具有一丝不苟、严肃认真的工作作风。DialoguesWriti
2、ngPractical learningTraining第1页/共49页Teaching ObjectivesTeaching Objectives2.能力目标：（3）能够根据国际贸易流程处理相应业务；（4）能够分析判断索赔案例。3.素质目标：（1）熟悉并适应贸易工作；（2）能够进行商务英语交际；（3）具有一丝不苟、严肃认真的工作作风。DialoguesWritingPractical learningTraining第2页/共49页Importances and DifficultiesImportances and Difficulties教学重点：索赔及相应处理信函；国际贸易流程；分析索
3、赔案例。教学难点：分析索赔案例。DialoguesWritingPractical learningTraining第3页/共49页 Basic KnowledgeBasic Knowledge During the performance of international trade business contract,complaints and claims from the customers may sometimes arise although the seller and the buyer both work carefully in business activities.
4、Sometimes they even submit their disputes to arbitration.Section I.Warm-up DialoguesWritingPractical learningTraining第4页/共49页Section II.Speaking Pre-taskTask PracticeDialoguesWritingPractical learningTraining第5页/共49页Background Introduction背景介绍 NOTENOTE有两种由买方提起的不同的申诉与索赔，它们是真诚的申诉与索赔和虚假的申诉与索赔。真诚的申诉与索赔，
5、是由以下任何一种情况引起的：错发货物；货物质量不满意；货物损坏、短丢失或迟到；货物价格太高或与商定不符。虚假的申诉与索赔是买方以此为借口逃避合同所规定的责任而做出的。这或许是因为他们不再需要这批货物，或许因为他们发现可以从其它地方廉价购同类货物。DialoguesWritingPractical learningTraining第6页/共49页Pre-task Additional Sentences1.We regret to point out that a shortage in weight of 210 lbs.was noticed when the goods arrived.遗
6、憾地指出，货物到达时发现短重210磅。2.There is a discrepancy between the packing list of case No.15 and your invoice:3 dozen Tea Services are correctly entered on the invoice but there were only 2 dozen in the case.第15号箱的装箱单与发票不符，发票所列3打茶具是正确的，而箱内只装了两打。3.Carton 17 was found to be 5 packages short.As the carton was in
7、 good shape and does not appear to have been tampered with,we surmise that they must have been shortshipped.(Please do not trouble to send a replacement,but adjust your invoice.).第17号箱短少5包。由于箱子完好，似未遭撬动，推测是短装。（请不必另行补货，只修改发票即可。）DialoguesWritingPractical learningTraining第7页/共49页Task Assign a task by te
8、acher You make a role-play about claim.You should decide the name of your company and products.You make a role-play,one roles as exporter,the other one roles as customer.DialoguesWritingPractical learningTraining第8页/共49页Practice check and make conclusion Important sentences and phrases 1.Its a fact
9、that there is a difference of 80 tons between the actual landed weight and the invoiced weight.2.Upon arrival of the imported goods,an equivalent public surveyor should reinspect the goods.3.The shipment of our ordered linseed oil is in bulk and Im afraid a leakage during long-distance shipment or a
10、 shortage when transshipment.4.for the sake of DialoguesWritingPractical learningTraining第9页/共49页Claims for Bad Quality Section III.Practical WritingResponse to Claim for Bad Quality DialoguesWritingPractical learningTraining Claim for Short Weight Delivery第10页/共49页Response to Claim for ShortWeight
11、DeliverySection III.Practical WritingClaim for Bad PackingDialoguesWritingPractical learningTraining Response to Claim for Bad Packing第11页/共49页Claim for Bad QualityClaim for Bad QualityDialoguesWritingPractical learningTrainingSample 1.Claim for Bad QualitySample 1.Claim for Bad QualitynDear Mr.Zhan
12、g,nWe have been transacting with you for quite a number of years and have always covered our requirements from you.We can say for certain that we have established good business relations with your firm in the interest of both parties.第12页/共49页However,we have examined the raincoats you shipped to us
13、against our order No.1234 and regret to find that many of them contain flaws of some kinds or other.Since the contract is concluded on the terms of sales by sample,any discrepancy between the sample and the goods shipped to us is unacceptable.We are therefore writing to ask you to accept return of t
14、he faulty raincoats,amounting to 150 pieces in all,and to replace them by raincoats of the quality in conformity with the sample.DialoguesWritingPractical learningTraining第13页/共49页Your early clarification and settlement of the case will be appreciated.Best regardsJohnsonABC Commodities CentreE-mail:
15、infocommodity-DialoguesWritingPractical learningTraining第14页/共49页Claim for Bad QualityClaim for Bad QualityDialoguesWritingPractical learningTrainingSample 2.Sample 2.Response to Claim for Bad QualityResponse to Claim for Bad QualitynDear Mr.Johnson,nWe have received your letter of Sep 11th complain
16、ing about the raincoats supplied to your order No.1234.nYour letter has caused us a great deal of concern.We immediately tested a number of raincoats from the production batch you referred to and we regret to say that they are not perfect.The defects have been traced to a fault in one of the machine
17、s and this has now been put right.第15页/共49页We are arranging to send you 200 raincoats to replace the faulty 150 pieces.The extra 50 pieces we are sending you are free of charge.It is appreciated if you can return the faulty raincoats to us,carriage forward.Please accept our sincere apologies for the
18、 inconvenience and trouble caused to you.We hope that our above arrangement will meet with your approval and that you will continue placing orders with us as before.Waiting for your confirmation.Best RegardsStarter ZhangShengli Raincoats PlantE-mail:DialoguesWritingPractical learningTraining第16页/共49
19、页Dear Mr.Zhang,We have received the tape recorders under the S/C No.BP172.On examination,we find that two of the 100 cartons shipped from Qingdao to Colombo per s.s.“EastenDragon”are missing.Your agents in Colombo advised us to get in touch with you directly.Claim for Short Weight DeliveryClaim for
20、Short Weight DeliverySample 3.Claim for Short Weight DeliverySample 3.Claim for Short Weight DeliveryDialoguesWritingPractical learningTraining第17页/共49页At the same time,we regret to find that the cables for the computer-connection are not in the list of contents.Please look into this matter and make
21、 up the short-shipped tape recorders and cables together with the next shipment under the S/C No.173.We look forward to hearing from you soon.Best regardsGreen DareABC Electronics Sri Lanka E-mail:DialoguesWritingPractical learningTraining第18页/共49页Dear Mr.Green Dare,Thanks for your letter of Sep 15t
22、h,2012.Your complaint about the shortage of 2 cartons has been noted.We have contacted our forwarding agent who informs us that your two cartons were over-carried and landed in Karachi.We are making arrangements to have the two cartons of tape recorders returned to Colombo by the first available opp
23、ortunity and we will bear any charges and expenses thus incurred.Sample 4.Reply to Claim for Short Weight DeliverySample 4.Reply to Claim for Short Weight Delivery DialoguesWritingPractical learningTraining第19页/共49页As to the cables you referred to for computer-connection,they can be provided as an o
24、ptional extra and were not quoted to you.In this instance,due to the misunderstanding,we would be pleased to provide you at no charge.You will have them together with the next shipment under the S/C No.BP173.Please accept our apologies for the inconvenience caused to you.Thanks for your continued in
25、terest in our products and we assure you the best service all the time.Best RegardsStarter ZhangWF DongMei Tape Recorder CorporationE-mail:Sample 4.Reply to Claim for Short Weight DeliverySample 4.Reply to Claim for Short Weight Delivery DialoguesWritingPractical learningTraining第20页/共49页Claim for B
26、ad PackingClaim for Bad PackingDialoguesWritingPractical learningTrainingSample 5.Claim for Bad PackingSample 5.Claim for Bad PackingnDear Mr.Zhang,nWe refer to Sales Contract No.123 covering the purchase of 300 coffee sets.nThe consignment arrived here on Sep 22.On examination,we found 15 sets were
27、 badly damaged though the packages containing the coffee sets appeared to be in good condition.第21页/共49页Considering this damage was due to the rough handling by the shipping company,we claimed on them for loss,but an investigation made by the surveyor has revealed that the damages are attributable t
28、o improper packing.On the strength of the survey report,we hereby register our claim against you as follows:CIF value of 15 sets:USD300.00Inspection fees:USD200.00Total:USD500.00DialoguesWritingPractical learningTraining第22页/共49页We enclose one copy of survey report No.SR101 and look forward to your
29、early settlement.Best RegardsMoreAAA Houseware ShopE-mail:DialoguesWritingPractical learningTraining第23页/共49页Dear Mr.More,Thanks for your letter of Oct.2nd together with one copy of survey report.Upon receipt of your letter,we have given this matter our immediate attention and made a thorough invest
30、igation.We are much surprised that the findings are the same as the statement in the survey report.We regret to say that the damages were caused by improper packing which was due to the negligence of our warehouse staff.Sample 6.Response to Claim for Bad PackingSample 6.Response to Claim for Bad Pac
31、kingDialoguesWritingPractical learningTraining第24页/共49页We wish to express our apologies for this incident.In order to maintain our long-standing trading relationship,we enclose one Draft No.1301 for USD500.00 issued by Bank of China in full and final settlement of your claim.We trust that this unfor
32、tunate error will not adversely affect our future relations.Best RegardsLi YuWF Houseware Export and Import Companyinfowf-Sample 6.Response to Claim for Bad PackingSample 6.Response to Claim for Bad PackingDialoguesWritingPractical learningTraining第25页/共49页1.1.申诉与索赔信函写作要求申诉与索赔信函写作要求?Discussing Quest
33、ions Discussing Questions Discussing Questions Discussing Questions（1）索赔函的开头以遗憾的口气陈述要申诉的问题，提及一下订货的日期，发货的日期以及所申诉的货物；（2）如果有的话，信的正文给出补充资料如为什么写这封信，为什么或怎样对你造成不方便等，为的是要陈述你不满意的理由，并要求得到解释；（3）信的正文还应陈述你想要对方给你做什么什么是满足你索赔的合理要求。（4）回复申诉与索赔的信函应当彬彬有礼。即使申诉不合理，卖方也不应这么说，直至他们有足够的可靠的证据来拒绝索赔。DialoguesWritingPractical lea
34、rningTraining第26页/共49页2.2.如何对待申诉与索赔如何对待申诉与索赔?Discussing Questions Discussing Questions Discussing Questions Discussing Questions（1）判断申诉与索赔是否合理；（2）若申诉与索赔合理，卖方应立即承认，表示歉意并许诺满足买方的合理要求；（3）如果买方的申诉与索赔没有理由，卖方应彬彬有礼地、善意的指出来，不假思索地拒绝顾客的要求是错误的；（4）如果卖方不能立即处理，则应先告知收到申诉信函，并说明事情正在调查中，日后将给予肯定的答复。（5）所有申诉都必须严肃对待，并进行彻底调
35、查。DialoguesWritingPractical learningTraining第27页/共49页 Practical Sentences Practical Sentences Practical Sentences Practical Sentences1)lodge/file/register/make/lay/raise a claim against/with/on sb.向某人索赔 make a claim against sb.for (money)for；claim (money)from sb.for sth.就原因向某人索赔金额2)resort to a lawsu
36、it 诉诸法律，提出诉讼3)entertain/accept/meet/a claim接受索赔4)decline/reject a claim拒绝索赔5)settle/adjust a claim 理赔；进行赔偿6)survey report检验报告7)replacement goods 替换品8)make up sth loss 弥补损失9)short delivery 短量；短货，货量不够10)short weight；shortage in weight 短重；货不够秤DialoguesWritingPractical learningTraining第28页/共49页 Practica
37、l Sentences Practical Sentences Practical Sentences Practical Sentences11)inferior quality 质量低劣12)improper packing 不适当的包装，不良包装13)A is attributable to B；attribute A to B A是由B引起/导致的14)the time limit for claim 索赔期限15)licensed surveyor；qualified surveyor 有资质的检验员16)go into/look into/investigate the matte
38、r调查此事17)the survey charges；inspection charges/fee 检验费18)total amount of claim索赔总额DialoguesWritingPractical learningTraining第29页/共49页 Practical Sentences Practical Sentences Practical Sentences Practical Sentences（1）For letters raising claims1）Lodging a claim with regret.We regret to say that we need
39、 a claim on (我们遗憾地说我们要对货物索赔。)We really dont want but it is necessary to make a claim for the huge losses we suffered against (我们真的不想，但面对所遭受的这么大的损失我们只得向索赔。)Much to our regret,we need to file a claim against you for(我们不得不很遗憾地向贵方就提出索赔。)DialoguesWritingPractical learningTraining第30页/共49页 Practical Sente
40、nces Practical Sentences Practical Sentences Practical Sentences2）Clarifying the reasons.The survey report issued by evidences that (由出具的检验报告证明了)We have invited licensed surveyors to check the consignment of and discovered that (我们请了有资质的检验员来检验了这批货，结果发现)The goods supplied do not match the samples you
41、 sent to us.(你方所供的货与你们之前寄来的样品并不吻合。)The products are not of the quality we ordered.(这些产品的质量并没有达到我们所订产品的质量标准。)DialoguesWritingPractical learningTraining第31页/共49页 Practical Sentences Practical Sentences Practical Sentences Practical Sentences3）Proposing how to settle the claim.On the strength of the su
42、rvey report we hereby lay a claim for (根据检验报告，我方在此就提出索赔。)We must request the immediate replacement of the cargo.(我们必须要求马上换货。)We cannot help filing a claim against you for the invoice value and inspection charges.(我们只能向贵方提出索赔，索赔额为发票金额加上检验费用。)DialoguesWritingPractical learningTraining第32页/共49页 Practic
43、al Sentences Practical Sentences Practical Sentences Practical Sentences4）Expressing your expectation.We look forward to your early settlement.(我方希望你们能早日理赔。)Please inform us of your decision on how to settle the claim.(请把贵方打算如何处理此次索赔的想法告诉我们。)We hope that this matter can be resolved as soon as possib
44、le.(我方希望能尽快解决此事。)We trust that you will take the said issue into serious consideration and favor us with a prompt solution.(我方希望贵方能认真考虑此事，尽快提出一个好的解决方法。)DialoguesWritingPractical learningTraining第33页/共49页 Practical Sentences Practical Sentences Practical Sentences Practical Sentences（2）For letters in
45、 reply1）Acknowledging the receipt of the incoming letter and expressing your regrets for what being complained about.Thank you for your letter of and it is much to our regret that we hear(感谢你方日的来函，从函中我们很遗憾地得知)With reference to your letter dated we are deeply sorry over the unfortunate incident.(关于贵方
46、日的来信，我们对信中提及的这一不幸事件深表遗憾。)We have received your letter of with great regret learning that (贵方日的来函已收悉，我们非常遗憾地获悉)DialoguesWritingPractical learningTraining第34页/共49页 Practical Sentences Practical Sentences Practical Sentences Practical Sentences2）Talking about the results of the investigation.After goin
47、g into the matter we find that (在深入调查事件后我们发现)Based on the immediate investigation we made,it is believed that the loss is due to .(在立刻展开调查后，我们相信这次损失是由造成的。)The findings that are provided by the staff checking the damaged goods show that (对受损货物进行检查的工作人员提交了检查结果，结果显示)DialoguesWritingPractical learningTr
48、aining第35页/共49页 Practical Sentences Practical Sentences Practical Sentences Practical Sentences3）Indicating the solution of settling the claim.We are arranging the replacement of as soon as possible.(我们将尽快给贵方寄去货物的替代品。)We shall be responsible for the compensation you claimed and make payment to you f
49、or at once.(我们会负责对你方的索赔进行偿付，会马上付金额的赔偿款。)Therefore we find no grounds to compensate you for the loss.(因此本方认为我们没有理由赔偿贵方的此项损失。)The responsibility should rest with either the carrier or the insurer instead of us,and if you need,we would like to lodge,on behalf of you,a claim against them.(这个责任不应由我方，而应由承
50、运人或保险人来承担，如果贵方需要，我方可代你们向他们提出索赔。)DialoguesWritingPractical learningTraining第36页/共49页 Writing Practice Writing Practice Writing Practice Writing Practice2.翻译以下合同中规定的申诉与索赔条款1）Claim,if any,shall be submitted by fax within 14 days after arrival of goods at destination.Reports by recognized surveyors shal