- •Министерство образования Российской Федерации
- •Методические указания к практическим занятиям по деловой корреспонденции Часть 1
- •Entry Test. Letters
- •Personnel appointments
- •1.1 Applying for a position
- •1.1.1 Opening
- •1.1.2 Application form requests
- •1.1.3 Curriculum vitae
- •1.1.4 Opening
- •1.1.5 Summary of details
- •1.1.6 Explanation of previous experience
- •1.1.7 Reasons you are applying
- •1.1.8 Close
- •1.2 Specimen letters
- •1.2.1 Unsolicited letter
- •1.2.2 Reply to unsolicited letter Mitchell Hill Plc Merchant Bank
- •11-15 Montague Street London Eel 5dn
- •1.2.3 Application form
- •1.2.4 Covering letter for c.V.
- •1.2.5 Curriculum vitae
- •Curriculum vitae
- •1.2.6 Invitation for an interview
- •International Computing Services plc
- •1.3 Making a decision
- •1.3.1 Turning down an applicant
- •1.3.2 Offering a position
- •1.3.3 Openings
- •1.3.4 Details
- •1.3.5 Close
- •1.4 Specimen letters
- •1.4.1 Letter offering position
- •International Computing Services plc
- •1.4.2 Letters confirming acceptance
- •1.5 Points to remember
- •Writing Curriculum Vitae (Resume). Covering letter
- •1.2 In the box are headings from a typical cv. Look at the extracts from the cv of Tomoko Horiguchi, a Japanese woman working in England. Under which of the cv headings should each extract be placed?
- •1.3 When you apply for a job you usually send a cv and covering letter. Which of the following do you usually do in a covering letter?
- •Letter of application
- •1.4 A letter of application.Put the paragraphs in the correct order:
- •1.5 Complete Fiona Scott's letter of application using the following verbs:
- •1.6 Giving news to job applicants.Read this letter making an offer of employment. Then decide whether the statements below are true or false:
- •1.7 The draft letter below is addressed to an unsuccessful candidate for the vacancy at Slim Gyms. Put a circle around any language that you think is too informal for the situation:
- •1.8 Complete this corrected version of the draft letter using items from below:
- •1.9 Study the Useful languagebox below. Use a dictionary to check the meaning of any words or phrases which are unfamiliar. Add three words or phrases to each column. Useful language
- •1.10 Complete the letter using suitable words and phrases from the Useful languagebox. The letter in brackets indicates which column you should check to find the correct word or phrase.
- •1.11 Responding to job applications. Read the letter and fill in each blank with an appropriate passive form of the verbs below.
- •1.12 Write Andrew's reply to Karen Poulson.
- •2.2 Writing general complaints
- •2.2.1 Opening
- •2.2.2 The language of complaints
- •2.2.3 Explaining the problem
- •2.2.4 Suggesting a solution
- •2.3 Replying to letters of complaint
- •2.3.1 Opening
- •2.3.2 Getting time to investigate the complaint
- •2.3.3 Explaining the mistake
- •2.3.4 Solving the problem
- •2.3.5 Rejecting a complaint
- •2.3.6 Closing
- •2.4 Specimen letters
- •2.4.1 Complaint of damage f. Lynch & Co. Ltd.
- •2.4.2 Reply to complaint of damage
- •Satex s.P.A.
- •Via di Pietra Papa, 00146 Roma
- •2.4.3 Complaint of non-delivery
- •2.4.3 Reply to complaint of non-delivery
- •2.5 Points to remember
- •Making complaints
- •2.1 Jonathan Webb, Marketing Director of Executive Golfing Ltd, placed an order for an advertisement with an agency. On 15 May he stated the following requirements to Rachel Levy at rl Media:
- •2.2 Reorder the following, so that they show the usual structure of a letter of complaint:
- •2.3 Study the expressions in the Useful language box, then choose one of the situations below and write a letter of complaint: Useful language
- •2.4 Letters of complaint. Unscramble the sentences and re-order them to make two different letters of complaint. Write the sentence numbers in the table.
- •2.5 Complaints and suggestions. Complete this business e-mail with an appropriate form of the verbs below:
- •Replying to Letters of Complaint
- •2.6 Reply to the e-mail above (ex. 2.5). Useful language
- •Indicating action
- •2.7 The text of a letter replying to a complaint is given. Complete it, choosing from the alternatives given to fill in the gaps.
- •2.8 Silvina Pietragalli recently flew home to Argentina. She had a very unpleasant flight and she wrote to Alpha Airlines to complain about it.
- •Put the following points in order to show how Lisa Kaplan's letter is organized:
- •2.9 Write a suitable letter to deal with one of these situations. Invent an address for the people and companies concerned. Use some of the expressions from the Useful languagebox.
- •2.10 Complete this reply to the complaint about delivery in the exercise above.
- •Enquiries
- •3.1 Methods of enquiry
- •3.2 Writing letters of enquiry
- •3.2.1 Opening
- •3.2.2 Asking for catalogues, price-lists, prospectuses
- •3.2.3 Asking for details
- •3.2.4 Asking for samples, patterns, demonstrations
- •3.2.5 Suggesting terms, methods of payment, discounts
- •3.2.6 Closing
- •3.3. Specimen letters
- •3.3.1 Reply to an advertisement
- •3.3.2 Enquiry from a retailer to a foreign manufacturer
- •F. Lynch & Co. Ltd.
- •3.3.3 Request for an estimate
- •3.4 Points to remember
- •Writing letters of enquiry
- •3.1 Complete the letter with the following phrases:
- •3.2 Below you will see parts of three letters of enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
- •Replying to letters of enquiry
- •3.5 Below you will see parts of three letters answering an enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
- •3.6 Read the letter of enquiry below, and cross out the one sentence which does not fit in.
- •3.7 Write a suitable reply to the letter in ex. 3.6, following the guidelines below.
- •List of References
- •Методические указания к практическим занятиям по деловой корреспонденции Часть 1
3.2.2 Asking for catalogues, price-lists, prospectuses
It is not necessary to give a lot of information about yourself when asking for catalogues, brochures, booklets, etc. This can be done by postcard, but remember to supply your address, unless it is already printed, phone number, telex, and fax number if you have one. It would also be helpful if you could briefly point out any particular items you are interested in.
Could you please send your current catalogue and price-list for exhibition stands? We are particularly interested in 'furniture display' stands.
Would you let us have your summer brochure for holidays to Greece and the Greek Islands, and supply details of any low fares and tariffs for the month of September?
3.2.3 Asking for details
When asking for goods or services you must be specific and state exactly what you want. If replying to an advertisement you should mention the journal or newspaper, the date, and quote any box number or department number given, e.g. Box No. 341; Dept. 4/12B. And if referring to, or ordering from a catalogue, brochure, leaflet, or prospectus, always quote the reference, e.g. Cat. No. A149; Holiday No. J/M/3; Item No. 351; Course BL 362.
I am replying to your advertisement in the June edition of 'Tailor and Cutter'. I would like to know more about the 'steam pressers' which you offered at cost price.
Could you please give me more information about course BL 362 which appears in the language learning section of your summer prospectus?
3.2.4 Asking for samples, patterns, demonstrations
You might want to see what a material or item looks like before placing an order. Most suppliers are willing to provide samples or patterns so that you can make a selection. However, few would send a complex piece of machinery for you to look at. In that case you would be invited to visit a showroom, or the supplier would offer to send a representative. Nevertheless, if it is practical, ask to see an example of the article you want to buy.
We would also appreciate it if you could send some samples of the material so that we can examine the texture and quality.
I would like to discuss the problem of maintenance before deciding which model to install in my factory. I would be grateful if you could arrange for one of your representatives to call on me within the next two weeks.
3.2.5 Suggesting terms, methods of payment, discounts
Firms sometimes state prices and conditions in their advertisements or literature and may not like prospective customers making additional demands. However, even if conditions are quoted, it is possible to mention that you usually expect certain concessions. Although it is true that once a supplier has quoted a price and stated terms, he may be unwilling to change them, by suggesting your terms you indicate that certain conditions may persuade you to place an order.
We usually deal on a 30% trade discount basis with an additional quantity discount for orders over 1,000 units.
Could you let us know if you allow cash or trade discounts?
We intend to place a substantial order, and would therefore like to know what quantity discounts you allow.
3.2.6 Closing
Usually a simple 'thank you' is sufficient to close an enquiry. However, you could mention that a prompt reply would be appreciated, or as the examples show, that certain terms or guarantees would be necessary.
Thank you for your attention. We hope to hear from you in the near future.
We would be grateful for an early reply.
If the concessions we have asked for could be met, we would place a substantial order.
You can also indicate further business, or other lines you would be interested in if you think they could be supplied. If a supplier thinks that you may become a regular customer, rather than someone who has placed the odd order, he would be more inclined to quote competitive terms and offer concessions.
If the prices quoted are competitive, and the quality up to standard, we will order on a regular basis.
Provided you can offer favourable quotations, and guarantee delivery within four weeks from receipt of order, we will place regular orders with you.