Oxford Handbook of Commercial Correspondence (Elt)

lntroduction

pdqe 5

1

Letters,faxes,and emails

2

Contentand style

2s

3

Enquiries

38

4

Replies and quotations

47

5

Orders

6r

6

Payment '

76

7

Complaints andadjustments

gs

8

Credit

n7

9

Banking

87

Agentsand agencies

168

10

7

11 Transportation hnd shipping

18s

t2 Insurance

221

13

Miscellaneous correspondence

241

L4

Memosand reports

2so

15

Personnelappointments

266

Answerkey

z8z

Glossary

288

Index

297

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Lililumeryomtdcnce, whether it is by letter, fax, or Lrurumtrntr|ls abyaspect of the world of commerce umniill hmmmessIt refl ectson the competenceand of the personwho has written ;gtchrotuumalism druuffi' " - company he or sheworks for. Clear, ,rffiffiuurecorrespondence is an important part M'muummmog an effcient business,and can pmumwufte gmdrelations. Unclear or confusing ummpoumdence can causemany problems, llpedlo misunderstandings, delays, rmrrnll iluoudl iluutr humfurcss, and poor relations between uudlmilffiaals, departments, and companies.. lUMe,writing skills - whaf is written and tumm ff mqpressed- should be as much a part rMiahrumlmess education as accountancyor ilMro[lnmm[xcs. 'ffi,rw @ord Handbook of Commercial 'rlmrw4mldezceis intended for peoplewho lmdifrmwrite commercial correspondencein ltnrm$rllmh as part of their work, and for students unrhrouwless and commercewho planto make a itmmmrmthebusiness world.It aims to provide | .*dfjjiirnl hslp inwriting commercial itmmspondenceof all kinds, including letters, iem@s, ffi...........![ails, reports, memos, social fl@mqpordence,and application letters and cwm, Iffieglains how to write clearly and tffimmely,and demonstrateshowit is possible tltu" hmpftite without seeming timid, direct yet mmif murdeconciserather than abrupt, and firm futr'mumlfi inflexible. Ltrsms of earlier editions of this book will mthrse$,at,while it retains the coreelements m"prewfimrs editions,this third edition has been ,wsmnsed and updated to reflect changesand roumenolnrnents in commercial correspondence, m pmmhcular the wider use of email in the mmrmmessworld. ]trheirook dealswith the structure, Mwtrlhtion, content, and style of all kinds of mmespondence.Itcoversvarious types of fimmmctioninduding enquiries,quotations, nn'rdrftryi'$, paJrynents, credit, complaints, and &drurorsfurxents, and provides background rdfnumilEtion and examplesof commercial immesErondence from the main types of umrmmmercial organization,for example banks, fllsru]m-d$rce companies,agencies,and

companiesinvolved in transportation, including shipping. Forthe purposesofthis book,we have chosenthe blockedstyleof correspondence with no punctuation andhave used some representativestyles of presentation and layout.Youmayfind otherways of doing things which are perfectly acceptable,and individual companiesmay have their own preferred style for correspondence.The most important thing is to be clear and consistent in whateveryou chooseto do. Unit r introduces the three main kinds of commercialcorrespondence - Ietters,faxes, and emails.The characteristicfeatures of each are illustrated with examples,and guidance is given on when eachkind shouldbe used.Unit z, again fully illustrated with examples,deals with the important areasof content and style. Eachunit thereafterfollows the same pattern: - An introduction to the topics coveredin the unit, and an explanation of key terminology and the functions of the organizationslikely to be involved. - An analysisof the objectivesto aimforwhen you are writing, with, where appropriate, Iists of alternativephrases,sentences, or paragraphswhich you can substitute in different situations. - Examplecorrespondence and transactions, togetherwith comprehensionquestions focusingon content,vocabularystyle,and the rolesofthe correspondents. - At the end of the unit, a summary of key information in'Points to remember'to refresh your memory. At the back of the book you wiII flnd: - An answer key to the comprehension questions. - A new glossaryof usefulbusinessand commercial vocabulary to help you consolidateand build your knowledge. - A revisedand extendedindex to help you accessinformation throughout the book quickly and easily. The accompanying Workbook provides supplementary practice material.

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The correspondenceand documents used reflect authentic transactions and supply information abolrt commercial practice in the UK. The Handbook also helps you to gain a better understanding of the sometimes confusing roles of different commercial organizations, e.g.merchant banks and commercial banks, Lloyd's and other insurance companies,The Baltic Exchangeand the Shipping Conference. TheOxford Handbook of Commercial has been designedto provide Correspondence a comprehensiveguide and referenceto the essentialwriting skills neededinthe commercial world. Above all, we hope that this bookwill enable youto improve yourwriting skills so that you can approach any business writing task with increasedconfidence.

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Ietters l avour t Sender'address s Date l nsi deaddress Attenti onl i ne Sal utati on Bodyofthe letter Compl i mentary cl ose Si gnature

12

LA Y OU T 2

12 12 14 14 14 14 14 14 14

Letterhead References Perpro Jobti tl e E ncl osures LA Y our3 P ri vateand confi denti al Subj ectti tl e Copi es

14

AD D R E S S IN C E N V E LOP E S

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IN TR OD U C TION

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Advantages D i sadvantages E mai land otherformsof correspondence E mai l addresses LA Y OU T

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Pointsto remembet Letters Faxes E mai l s

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T AY O U T1 > The letter opposite is from a private individual in Denmarkto a companyinthe UK.It shows the basicfeaturesof a simplebusinessletter.

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Sender's address In correspondencethat doesnot have a rErrERHEAD,thesender'saddressis placedin the top right-hand cornerofthe page.It is also acceptable,butlesscommon,to placeit inthe top left-hand corner.Punctuation is rarely used in addresses thesedays. The sLocrrp srylr is the most widely used,i.e.eachline startsdirectlybelow the one above. In contrast with practice in some other countries,in the UK it is not usual to write the sender'sname before his or her address.

Date The date is written directly below the sender's address,separatedfrom it by a space.In the caseof correspondencewith a Ietterhead >seepagerz, it is usually written on the righthand sideofthe page. The month in the date should not be written in figures asthis can be confusing; for example r.j.03 meansn March zoo3in British English, where the sequenceis day-month-year, but 3 Novemberzoo3 in American English,where the sequenceis month-day-year. It is acceptableto write the date with or without the abbreviations-th and -nd,e.g. z4th Octoberor z4 October,andto transpose the date and the month,e.g.Odoberz4or z4October.These arematters of personal preference,but whatever you chooseyou should be consistent throughout your correspondence.

Insideaddress Therwsrpn ADDREssis writtenbelowthe sender'saddressand on the left-hand side of the page.

Surnameknown If you knowthe name of the person you are writing to, write it asthe first line of the address.Include eitherthe person'sinitial/s or his or her first given name,e.g.Mr LE.Smith or Mr lohn Smith,Nor Mr Smith. Counrr sy rrrrE s usedin addresses areas follows: - Mr (pronounced/rmrsta/) is the usual courtesy title for a man. The unabbreviated form Mister should not be used. - Mrs (pronounced/rmrsrz/, no unabbreviated form) is usedfor amarriedwoman. mrs/,not an - Miss(pronounced/l abbreviation) is usedfor an unmarried woman. - Ms (pronounced/mrzl or /mas/, no unabbreviated form) is used for both married and unmarriedwomen.It is advisableto use this form of addresswhen you are unsure whetherthe woman you are vwiting to is married or not, or do not know which title she prefers. - Messrs(pronouncedltmesaz/, abbreviation for French'Messfeurs', which is never used)is used occasionallyfor two or more men, e.g. MessrsP.lones and B.L Parker,but more commonly forms part of the name of a company,e.g.MessrsCollier,Clark & Co.ltis rather old-fashioned. Other courtesytitles indude aca'demicor medical titles, e.g.Doctor (Dr ),Professor(Prof.); military title s,e.g.Captain (Capt.),Major (Maj.), (Gen); and aristocratic Colonel(CoI.),General titles,e.g.Sir,Dame,Lord,Lady.Sirmeansthat the addresseeis a knight, and is always followed by afirst name,e.g.SirlohnBrown, never Sirl. Brown or SirBrown.It should not be confusedwith the saruran roN Dear Sir. Esq.,abbreviationfor Esquire,is seldom used now. It can only be used instead of Mr, and is placedafter the name.Do not useEsq.and Mr at the sametlme,e.g.BruceHill Esq.,NorMr BruceH\IIEsq. All these courtesy titles, exceptEsq.,are also usedin salutations>seepage10.

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@ Pleasewould you sendme detailsof your DVDvideo systems. I am particular$interestedin the Omegarange. @ Yoursfaithfully

@ B. Ka"a,eW (Ms)B.Kaasen

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Note that a full stop is often used at the end ofthe abbreviation ifit takes the form ofthe first few letters of the word , e.g.Prof. (Professor) , but is not necessaryif it takes the form ofthe first and last letter of the word, e.g.Dr (Doctor). However,somepeoplepreferto write, e.g.Mr., Mrs.,with a full stop.Again, whatever you chooseto do,you shouldbe consistent throughout your correspondence. Jobtitle known If you do not know the name of the person you are writing to, but know their job title, you can usethat, e.g.The Sales Manager,TheFinance Diredor, in the inside address. Departmentknown Alternatively, you can addressyour letter to a particular department of the company,e.g.Ihe SaIes Department, TheAccountsDepartment. >seeletter on page43. Companyknown Finally,if youknow nothing aboutthe company and do not knowwhich person or department your letter should go to, you can simply addressthe letter to the company itself, e.g.CompuvisionLtd,MessrsCoIIier,Clark & Co. Orderof insideaddress Afterthe name of the personand / or company receiving the letter, the recommended order and style of addressesin the UK is as follows: - Name of houseor building - Number of building and name of street, road,avenue,etc. - Name of torr'r-nor city and postcode - Name of country IndustrialHouse 34-4t CraigRoad Bolton at4 8rr UK In other Europeancountries,the number of the building may be placed after the name of the street.It is also common to substitute the name of the country with an initial beforethe district codenumber. Thesetwo examples are from Italy and Germany ('Deufschland') respectively.

Facoltddi Medicina ViaGentile$z t-7otoo Bari Lehrschulefilr Bodenkunde Amalienstrasse p-8oooo Mdnchen4o It is simplest to follow the aboveorder and style,though variations are possible:for example the name of the county, e.g. Lancashire,may,if known, be included onthe line below the name of the town or city; the postcodemay be written on a separateline; the name of the tovun,as well asthe country,tnay be in capitalletters >seealsopage14.

Attentionline An alternative to including the recipient's name or job title in the addressis to use an ArrENTroN LrNx >seeletteronpage9.

Salutation Dear Siropensa letter written to a man whose name you do not know. Dear Sirsis usedto addressa company.(In American English a letter to a company usually openswith Gentlemen.) DearMadam is usedto addressa woman, whether single or married, who;e name you do notknow. Dear Siror Madam (orDear Sir/ Madaml is usedto addressa personwhen you do not know their name or sex.Noticethat Ms Kaasen in the letter on page9 usesthis form, i.e.she doesnot assumethat the salesmanagerof CompuvisionLtd is a man > seealsopage36. Whenyou knowthe name of the personyou are writingto,but do not knowthemwell, the salutation takes the form of Dear followedby a courtesytitle andthe person'ssurname.Initials or first names are not used with courtesy titles, e.g.DearMr Smith,xor DearMr I. Smith or DearMr lohn Smith.Businessassociates who you knowwell can be addressedusing just their first nam e,e.g.Dear lohn.

A comma afterthe salutation is optional, i.e. DearMr Smith,or Dear Mr Smifh. (ln American English a colon is usually used after the salutation,e.g. DearMr Smith:,Gentlemen:).

Bodyof the letter The blocked style is the one most often used for the body ofthe letter. It is usual to leave a line spacebetweenparagraphs.

Complimentary close If the letterbeginsDear Sir,DearSirs, DearMadam,or Dear Siror Madam,lhe coMplrME NTARycLo s E shouldbe Yours faithfully. If the letter begins with a personal name, e.g.Dear Mr lames,DearMrs Robinson,or Dear Ms Jasmin,it should b e Yourssincerely. Aletterto someoneyouknowwell may closewiththe more informalBest wishes. Note that Americans tend to closeeven formal letters with Yourstruly orTrulyyours,which is unusual inthe UKin commercial correspondence. Avoid closing with old-fashioned phrases, e.g.Weremain yoursfaithfully, Respectfully yours. A comma afterthe complimentary closeis optional, i.e.Yoursfaithfully, or Yoursfaithfuny. The complimentary closeis usuallyplaced on the left, aligned under the rest of the letter.

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Always type yolu narne and, if relevant,your job title, below your handwritten signature. Thisis known asthe srcwarunr srocx. Even though you may think your handwriting is easyto read,letterssuchas a,e,o,r, and v can easilybeconfused. It is,to some extent, a matter of choice whether you sign with your initial/s, e.g.D.Jenkins,or your full given name, e.g.Davidlenkins,and whether you include your courtesy title in your signature block as in the letter on page 9. But if you include neither your given name nor your title, your correspondentwill not be able to identify your sex and may give you the wrongtitle when he or shereplies.

TITLE

STA TU S

C O M PIIM EN T AR Y

Mr

married or umarried male

Yourssincerelv

Mrs

married female

Yourssincerely

Miss

unmarriedfemale

Yourssincerely

Ms

married or unmarried female

Yourssincerely

Sir

male - name not known

Yoursfaithtully

Madam

female -name not knornm

Yoursfaithfully

Sir/Madam

when unsure whetheryou are addressingmale orfemale

Yoursfaithfully

medical/academic/military e.g.DrlProfessor/General

these titles do not changewhether addressinga male or female

Yourssincerely

C LO SE

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L AY O U T 2 > Opposite is the company's reply to the letter from the prospective customer in Denmark. It shows some more features of atypical businessletter.

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Letterhead The printed letterhead of a company gives a great deal of information about it. Typeof company The abbreviationltd after a company's name indicatesthat it has r,rrurrr p r,rasr rrry. This means that the individuals who own the company, or part of it, i.e.the shareholders,are only responsible for their holding (i.e.the capital they have contributed) if the company goesbankrupt. In other words, it indicates to people giving the company credit that in bankruptrythey can only be paidback from what the company owns, and not from the personalfunds of its shareholders. The abbreviationprc (nuat tc LIMrrED cotte.a.Nv)is usedto showthat a company's sharescan be bought and sold by the public, unlike the sharesof private limitedliability companies.In the USAthe term r.nrc. (tNco ne onarro) is used. CompuvisionLtd SPWholesalersplc Hartley-Mason Inc. The abbreviationaar.a (*) co.indicates that a company is a partnership between two or more people. (And is usually vwitten as an ampersand(&) in Englishcompany names.)If the company is a family concern,Son/ s,Br os (Brothers),orDaughter/s may be added. Partnerships mayhave limited liability or unlimited liability. F.Lynch & Co.Ltd R.Hughes&Son Ifneitherltd nor & Co.appearafter a company'sname,then it may be a sorr TRADxR,i.e.a personwho owns and runs a businesson their own.

Boardof Directors The name of the chairman (inthe USA,the president),who runs the concern,may be given, as well as the names of the directors,who decide the overall policy of the company. The managing director (inthe USA,and increasingly in the UK,termed the chiel executiveoficer or cto),who takes an active role inthe day-to-day running of the company, may be mentioned if he or she is not the same personasthe chairman.In the UK,the chairman runs the Board of Directors while the Chief ExecutiveOfficer runs the company. Address In addition to the addressof the office from which the letter is being sent,the letterhead may also give the addressof the head office or registeredoffice,if different, andthe addressesof any branchesor other officesthe company ornms. Telephoneand fax numbers will also be included and, if relevant, email andwebsite addresseg. A cable(telegram)addressmay also be included. It is important to remember that although the majority of companies are connected to the Internet, there are many countries where fax and cable are still important ways of transmitting information or, where banks are concerned,money. Registerednumber This usually appears in small print, sometimes with the country or city in which the company is registered. IntheUK,thevar (varur aooro rax) number may alsobe given >see,for example, the letter on page56.

References Rrrrnrrvcrsareoftenquotedto indicate what the letter refers to (Yourref.) and the correspondenceto refer to when replying (Ourref.). Referencesmay either appearin figures,e.g. 66t/t7,where 66t may ref.erto the number of the letter and rTto the number of the department,or in letters,e.g.oslu.n,as inthe letter on page r3,where os standsfor Donald Sampson,the writer, and rrar for his assistant, MaryRalmor.

o Comp$visionLtd

o o WarwickHouse WarwickStreet ForestHill London sE23lJF Telephone +44(o)zo8566r86r Facsimile +44(o)zo8566r385 EmaiI [email protected] www.comvis.co.u k

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Yourref. 6 May 20Yourref. DS/MR Date llMay2O!,

Ms B.Kaasen Bredgade51 DK1260 CopenhagenK DENMARK

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DearMsKaasen, Thank you for your enquiry. I encloseour catdogue and price-list for DVD video equipment . Youwill findfull detailsof the Omegarangeonpages 31-35. Pleasecontact us if you have any fudher questions or would like to place an order. We lookforward to hearing from you. Yourssincerely,

M*/ Ra/rwr 0

p.p.Donald Sampson

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Chairman JohnFranksoee. lr.sc. N.lgnot R.LichensB.A Dircctors 5.B.Allen

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Note that the Your Ref.in the letter on page 13is a date,as Ms Kaasendid not give any referencein her original letter.

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Theabbreviationp.p.sometimesappearsin signatureblocks.Itmeansnza eno,i.e.for and on behalfof, andis usedby administratorsor personalassistants when signingletterson behalfof their managers.

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Job title Whensendinga letteror emailon behalfof your company,it is a goodideato includeyour job title in the signatureblock,especiallyif your recipienthasnot dealtwith you before. Enclosures If thereareany documentsenclosedwith a letter,althoughthesemay bementionedin the bodyof the letter,it is alsocommonto write Enc.or EncI.belowthe signatureblock.If there area numberof documents, thesecanbe listed,e.g.: Enc. B|IIof lading$ copies) Insurancecertificate(t copy) Certificateof origin A ropy) B|IIof exchange(t copy) LAYOUT3 > Thefinal letterin this sectionshowssome further featuresof a businessletter. Private and confidential

5ubjee t title A suslrcr rrrr,r atthe beginningof aletter, directly after the salutation,providesa further reference, savesintroducingthe subjectin the first paragraph,immediately drawsattention to the topicof the letter,and allowsthe writer to referto it throughout. It is not necessary to beginthe subjecttitle with Re.(with regard t o),e.g.Re.: Appli cationfo r thepostof webdesigner.When sendingemail messages this may evenbe confusingas.n.E is shortforreply>seepage48.

eopie: When copiesare sent to people other than the named recipient, c.c. (carao.rrrcoev) is added, usually at the end of a letter, before the name/s ofthe recipienti s ofthe copres. Sometimes you will not want the named recipient to know that other people have receivedcopies.In thls case,B.c. c. (nt tNo :ARBoN copv), and the name/s of the recipient/s, are added on the copiesthemselves, though not, of course,on the top copy. Theseabbreviations are used in email, and mean exactlythe same thing >seepage 21. A D D R E S S IN G E N V E TOP E S Envelopeaddressesare written in a similar wayto inside addresses>seepages8-ro. But in the caseof letters within or for the UK,the name of the town and the country are written in capital letters,and the postcodeis usually written on a Iine by itself. Mr G.Penter 49 MemorialRoad OR P IN G?ON

Thisphrasemay bewritten at the headof a Ietterand,moreimportant,on the envelope, in caseswherethe letteris intendedto be read oniy by the addressee. Therearemanyvariationsof this phrase, e.g.Confidential,Strictlyconfi.dential,but little differencein meaning.

14

Kent an6 9ua MessrsWBrownlow & Co. 6oo GrandStreet LON D ON

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Yourref. Yourref. DS/MR Date 21September20Ms B.Kaasen Bredgade51 DK1260 CopenhagenK DENMARK l! Privateand confidential

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Non-palrment of inv oice 322| L7 It appearsfrom our recordsthat, despite severalreminders,the above invoice remains unpaid. Unlessthe account is clearedwithin 14daysfrom the date of this letter,we shalltake legal action. Yourssincerely tt

00lUld, JAJ4,W)ru

Donald Sampson SalesManager

@ Copies

@ c.c.MessrsPoole& JacksonLtd,Solicitors

C hai r m an Directots

J ohn F r ank soer S B Allen M-sc- N.lgnot R.LichensB.A

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I N T R OD U C T IO N

Preparin g for transmission

Theword/ax comesfromlfacsimile,which meansan exactcopyor reproduction.Iike email,thewordfax canbeusedas a noun, e.g.IsentaJaxor asa verb,e.g.Wewillfax you when we have the inJormation. A fax messageis usefui when speedis important and the recipientdoesnot have email.It is especiallyusefulfordocuments containing diagramsor drawings.Likeemail, a fax can be sent quickly to many different recipientsat the sametime. However,again like email,fax is an open system,i.e. correspondence can easilybe accessed by outsiders,so it shouldnot be usedfor confidential information. When sendinghandwritten fax messages, use a dark colourand make your writing large and clear. As faxesare copiesof documents,they cannot be usedwhen the originals are required.Forexample,an originalrrrr or LADTNG givesrrrlr to goods(i.e.you would own the goodsif you had the bill in your possession), and would not be valid if it were a faxed copy. Faxeshavebeen'courttested',and they tend to be acceptedin legal cases,along with letters, as evidencein certain areasof international trade.However,an email containing similar information might not be consideredvalid under certain circumstances. Difierent fax machines offer a wide range of facilities,including repeatdialling if the receiver'sfax machine is engaged;a transmissionreport which givesdetailsof the time, date,sender,receiver,number of pages, duration, and result; a verification mark at the foot ofthe pageto confirm the fax was sent; and a number memory for frequently used numbers.Checkthe manual of your fax machine to find out what functions it can perform. It is alsopossibleto senda fax from a computer.

Checkthat you have the correct fax number. Checkthat the paperon which your messageis printed or written is suitable.If it is too big,too small,or in poor condition,photocopythe messageon paperthat can be acceptedby the fax machine.Beforeusing the machine,check that you know how to dial, cancel,cleara paper jam, and send. When you senda fax it is a goodidea to use a fax transmissioncoverform. This will help to ensurethat the fax reachesits i.ntended recipient safely.Most companiesusetheir own headedfax transmissionform, but you can easilycreateone for yourself,e.g.: BRrrrsHcnvsrtt Ltd. GlazierHouse GreenLane Derby D E 1 7R T FA X ME S S A GE

To: From: Fax no.: Subject: Date: Page/s: S TY TE Generally,faxesare similar to lettersin style, Ievelof formality, andthe use of conventions. However,a fax may be shorterand the Ianguagemore direct,likean email,asthere is a time element in the costof sendingthem. As with email messages, bewareof using too informal a tone with customersor suppliers you do not know well.

F. Lynch & Eo. Ltd

HeadOffce NessonHouse NewellStreet Birmingham 833EL Telephone:+44 @lzt 46 657r Fax:+44(o)21458592 Email:[email protected] k www.lynch.com

Adviceof damaged consignment

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Thisfax isfrom Lynch f x |D a & Cqwho received _9 damaged coHsrcNMENT !, = andweretoldbytheir o o 5atex5.p.A., to supplier, 3 t, page returnit >see ro6. = I

Fnx messuqe To

D.Causio,SatexS.p.A.

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L.Crane tn

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Faxno. (06)481,5473 Subject Replacementof damagedorder no.7UI8 Date

19October20-

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This is an urgent request for a consignment to replacethe aboveorder, which was damaged during delivery. We informed you about this in our letter of 15September. Pleaseairfreight the following items: Cat.No. R30 R20 N26

O_uantrty 50 70 100

The damaged consignment will be retumed when we receivethe replacement.

?eh/ Aa*t"o PeterCrane ChiefBuyer

17

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frrponr to lmportr/r cnqulry

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Thisisafaxfrom BritishCrystalto their rc errs,5.A.lmporters, in SaudiArabia >see correspondence on pagesrT4-176. Thisfax isquite formalin styleasthe companies havejust startedtheirbusiness relationship. Notice how Mr Oliver'sells' the producttothe importers.rSeealso BdtishCrystal'sfaxed enquirytoUniversal Airwaysandthe letter replyonpagesD4-r95.

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TET E P H o N +4 E : 4 @ ) 1 3 3 z4 5 7 9 0 . F A c s r M r L E+4 : 4 (o)r3325r977 Email:oliverh@crysta l.com. www.britishcrystal.com

FAX MESSAGE To

S.A.Importers

From

H.Oliver,MarketingManajer

Faxno. (966)1 34981

Subject FrenchEmpire designs

Date

Page/s 5,includingthisone

16August 2G-

Thank you for your enquiry about our FrenchEmpire range of drinking glasses.There is a revival ofinterest in this period, so we are not surprised that these products have becomepopular with your customers. I am sendingwiththisfaxpp.l-4 of our cataloguewith CIFRiyadhprices, as you saidyouwould lil<ean immediate previewof this range.Iwou-ld appreciateyour comments on the designswith regard to yow market. I look forward to hearing from you.

H. Olin?l H.Oliver(Mr) Marketing Manager

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Faxaccompanying an order

Fax

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With this fax,an importeris sending an officialorderand for the specifications d r i l l sh e r e q u i r e s. He s a y s t h a t a c o N Fr R M ED L E T T EoRF c n eo r r w i l l be openedoncehe has t h e s u p p l i e r 's C OM M ER C IAL

To JohnMalcovitch,ChiefEngineer From TosinOmosade,United Drilling Inc.Managing Director Fax 273-890-0740 Topic Drilling Heads No.ofpages1-5

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Pages2-4 ofthis fax are specificationsfor the exploration drilling heads that we discussedon your visit herein October.Couldyou pleasesupply theseheadsas soonaspossible? I am alsosendingour official OrderNo NI f2O-1046.Ishall make arrangementsto open a confirmed letter of credit with the Nigerian International Bank as soon asyou have sent me your invoice and details of shipment. I look forward to hearing from you.

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IN T R OD U C T IO N Email (shortf.oreleetronicmcil) is a means of sendingmessagesbetween computers. To send and receiveemail you need accessto the Internet. An Internet ServiceProvider (rs n) will provide you with connection software, which is often free. This will give you Internet access,storagefor incoming mail, and the capqbilityto read your messages.Finally,you need email software, generally already installed in modern computers,so that you can write, send,receive,and readmessages. Ad v a n ta g e r Thereare numerous advantagesto email.It is personaland easyto use.It can be usedboth within and between companies,and is an effective wayto communicate quickly and easily with people all over the world. It is especiallyuseful for short messagesand for everydaycorrespondence, e.g.setting up a meeting, passing on information, and making or replying to a request. Youcan pick upyour email messages, even when you are travelling, via a laptop or palmtop. With compatiblesystems,youcan accesstext and graphicdocuments,and spreadsheets. And whatever you sendor receivecan be quickly and easily filed. D i s a d v a n ta g e s The disadvantagesof email include technical problemswhich may result inthe unexpected non-deliveryof messages,or attachments arriving in unreadable form. A non-technical disadvantageis that, paradoxically,the ease with which messagescan be sent resultsin Iarge amounts of 'junk' and unnecessary communication, which waste time. As with faxes,a major drawback is the lack of privacy and security. Do not use email to communicate confidential information. It is sometimessaidthat an email messageis like a postcard - anyone can read what you have written. However, digital signing and encryption (coding data, so that it can only be

read by authorizedusers),which both work along similar lines,make email more secure. E mai l and other formr of correrpondence Thereare severalareasofbusiness communication where more traditional forms of correspondenceare still the most suitable. For example,personaland sensitive correspondencesuch as messagesof congratulation, condolence,or complaint are usually best done by letter. Confirmation of contracts,memos which are confldential and must be signedto acknowledgereceipt,and which may be neededfor any correspondence purposes should not legal or insurance normally be sent by email. You might find a job on the Internet,but most companieswould still expectyour applicationto consistof a completed form with a covering letter. E mai l addreres Typical email addressesIook like this: [email protected] [email protected] The first part of the email addressis usuallythe surname and initial of the person you are contacting, or the name if itjs a department, or a shortenedversion ofit. The secondpart, which appearsimmediately after the @(at),is the name of the rsn or organization,or again an abbreviation of it. Usually,the last part of the addressincludesthe domain name suffixes referring to the type of organization(e.g.'.co' for'company','.ac'('academic')for a university) and to the country from which the message was sent (e.g.'.no'forNorway,'.uk'for the UnitedKingdom). Other examples of domain name suffixes referring to types of organizationinclude: .biz business .gov governmentofice .org non-profit-makingorganization (e.9.a charity) .pro profession(e.g.medicine,Iaw)

If the name of a country in its main language differssignificantlyfrom its name in English, this is reflectedin its domain name suffx, e.g: .de .es .za

Deutschland(Germany) Espafia(Spain) ZuidAfrika (SouthAfrica)

Attachments Iconsof anyarrAcHMENrs will appearhere. The amount of header information, and the orderin which it appears,will vary according to the software being used,so do not worry if the messagesyou sendand receivedo not look exactlylike the one in the example.

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Theheadergivesessentialinformation about the message.Inaddition to the basicdetails shown in the sampie,it may include: c.c. This standsfor carboncopies,which means much the sameas it doeson a letter r.seepage14.Hereyou insert the email addressesof anyoneyou want to sendcopies of the messageto. b.c.c. This standsfor blind carboncopies,which, as in a letter,you shoulduseif you do not want the main recipientto know who has received copres>seePage14.

\1 ' ' ,' rr' ,' 1,1' t Thepresentationof the text in an email is usually lessformal than in a letter.In this exampleMs Kaasenhas usedthe formal DearSir/ Madam,but shecould simplyhave headedher m essageForthe attention of the SalesManager.Ratherthan ending with Yoursfaithfully,sheusesthe lessformal I lookforwardto hearingJromyou. \,'r r - r t11i ,

This is like the signatureblock in a letter, although it usually includesmore details,e.g. the sender'scompanyor private address,and telephoneand fax numbers.Youcan program your email softwareto add your signature automaticaliyto the end of outgoing messages.

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f) D e a rSi r/ M a d a m Pleasewouldyou sendme detailsof yourquadsoundsystems,advertisedin the Aprileditionof 'SoundMonthly'? I am particularly interestedin the Omegarange. I look fonvardto hearingfrom you.

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O BeatrixKaasen(Ms) Bredgade51 D K 12 6 0 CopenhagenK Tel/ Fax:(+45)741583 Email:[email protected],dk

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Email is a relatively recent development, and becauseit is perceived as a quick and informal means of communication, people are often unclear about the style and conventions they should use in businesssituations. As a general rule, although email correspondencemay tend towards informality, it shouldfollowthe sameprinciples as any other form of businesscorrespondence. Here are somebasictips about style: - In general,email messagesfollow the style and conventionsusedin letters or faxes.For example,youcanuse salutationssuch as DearMr Pintoor DearTom,and complimentary closessuch as Yourssincerely or Bestwishes. However,if you knowthe recipient well, or if you are exchanging a seriesof messageswith one person,you may dispensewith the salutation and complimentary close. - Do not confusepersonalmessageswith businessmessages.Ina businessmessage, the same rules of writing apply as for a Ietter: write clearly,carefuIly,and courteously;consideraudience,purpose, and tone. clarity,consistency,conciseness, - Usecorrectgrammar,spelling, capitalization, and punctuation, as you would in any other form of correspondence. - Do not write words in capital letters in an email message.This can be seenasthe equivalent ofshouting andtherefore have a negative effect.If you want to stressa word, put asteriskson eachside of 1t,e.g.*urgent*. - Keepyour email messagesshort and to the point. Peopleoften receive a Iot of emails at work, so concisenessis especiallyimportant. - In general,limit yourself to one topic per message.This helps to keepthe message brief and makesit easierfor the recipient to answer,f,le, and retrieve it later. - Checkyour email messagefor mistakes beforeyou sendit, just as you would check a letter or a fax message.

TLAs(three-letteracronyms) In orderto keep email messagesshort,people sometimesuse abbreviationsfor common just asthey do in text messaging. expressions, Theseare known asTLAs (three-letter acronyms),although someof them are more than three letters long.Here is a list of some of the most commonlyused TLAs:

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UseTLAs with great care,and onlywhen you have estabiished a friendly, informal relationshipwith your correspondent.They should not be be usedin letters and faxes. Emoticons Emoticons(a combination of the words emotion andicon),alsoknow as smileys,are often usedin informal email correspondence. They expressemotions which may not be evident from the words alone,e.g.: a smile -) afrown -( ;) aw i nk On the whole. it is better not to usethem in businessmessages,asthey may be considered unprofessional, especially ifyou do not know the recipient weII or are not sure that he or she will understandthem.

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r,Vith this morning,I wouldlikeone of your referenceto our phoneconversation representatives to visitour storeat 443 HaltonRoad,London,SE4 3TN,to givean estimate for a completerefit.Pleasecouldyou contactme to arrangean appointment?

Hereis an exampleof a n e m a i la s k i n g f o r an EsrtMATEto refit a store.There arethree attachments.Notice that the email is q u ite short.lt is acceptable, as here,to omit the salutationand the complimentaryclose w h e n t h e s e n d e ra n d recipienthavebeenin touch with eachother previously.

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As I mentionedon the phone,it is essentialthatwork is completedbeforethe end of February20-, and this would be statedin the contract. I attachthe plansand specifications. JeanLandmpn(Ms) Assistantto K. Bellon,ManagingDirector SuperbuysLtd,SuperbuyHouse WolvertonRoad,LondonSW167DN Tel.:020 8327 1651 Fax: 020 8327 1935 [email protected]

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PeterLanerepliesto Jea nLa nd mancop , yi ng the messageto the surveyor,John Pelham. Noticethat this message fulf ls the requirements for correspondence dealin gwith an e nq uir y , i.e.the replyis sentas soonas possibleand coversthe points me ntio ne din th e enquiry.Thestyleis quite info rmalb ut still politea nd b usine sslik e. The lettersRE:appear beforethe subjecttitle in th e h ea de r information.This indicatesthat PeterLane hasselectedthe'reply' opt io n.Theo rigin al messageappearsbelow his reply.

Refitof HaltonRoad store

Dear Ms Landman Our surveyor, John Pelham,is availableto inspectthe premisesand discussyourexact requirements. Couldyou pleasecontactJohnon [email protected], or on his mobile (7129289541),to arrangea convenienttime for him to visitthe store? Fromyourattachedspecifications, I estimatethe work couldbe completedwithinthe time you give,and we wouldbe willingto sign a contractto this effect. Peter Lane Director,WembleyShopfittersLtd WycombeRoad,Wembley,MiddlesexHAg 6DA Teleohone: 020 8903 2323 Fax:020 8903 2349 Email:[email protected] - OriginalmessageFrom: Jean Landman To: PeterLane Subject: Refitof HaltonRoad store Dr :a l L 4 t N-ir ; re V\i ih r e le r e n ce [u c) L np l rorre conve;tserti otrtfns rr]i )r rri !t, l w rrrri r.l l i he one oi t,o,rr r r ir r csd r - ltd lve s[DVr sr to uIsturc;rt

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DearMr Rubain > Pleasefind answersto your queriesbelow. How longhasthe companybeenin business? > The companyhas tradedfor 24yearsunderits currentname. How manyshowroomsdoes it have? > lt has a chainof 30 showroomsthroughoutthe country.

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A lot of customershavebeenaskingaboutyourbookcaseand coffeetableassemblykits (abovecat. nos).We would liketo test the marketand have6 sets of each kit on approval beforeplacinga firm order.I can supplytrade referencesif necessary. I attacha provisional order(No.81463)in anticipation of youragreement.Thereis no hurry, so you can sendthesewithyournextdeliveryto Swansea. Manythanks RobertHughes R. Hughes& Son Ltd Tel:0179258441 Fax:0179259472 E m a i l r.h : u g h e s @ h uson.com

Wh y d oe sMr Hughes want the goodson approval?

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What doesMr Hughest hink m ight be requiredto get goodson approval?

Wh a t s o r t o f o r d e r hasbeensent,and how hasit beensent?

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Thankyou for yourenquiryaboutour assemblykits.We'dbe pleasedto sendyou 6 of each on approval.They shouldbe with you by noon on Monday. There'sno needto supplyreferences. The provisional order(81463)you sentis sufficient, but pleasereturnany unsoldkits in two months.

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Let us knowif we can be of anyfurtherhelp. RichardCliff Director,HomemakersLtd 54-59 Riverside. CardiffCF1 1JW Directline:+44 (0)2920 49723 Fax'.+44 (0)29 20 49937 Email: [email protected]

1 DoesMrCliffagree to sendthe goodson approval?

2 Whatsortof are references required?

3 W h atshoul dMr H u g hes dow i thany unsoldkits?

4 What phrasedoes Mr Cliff useto offer more helo?

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Many of thesepoints applyto faxesand emails aswell.

1 Email is very fast and effective,but there are areaswhere it is preferableto useletters,e.g. personal,confldential,or legal

1 The layout and presentationofyour letter are important asthey givethe recipientthe flrst impressionof your company's efficiency. 2 Write both the sender'sand the recipient's addressin asmuch detaii aspossibleand in the correctorder. 3 Make sureyou usethe recipient'scorrect title in the addressand salutation.If in doubt asto whether a woman is singleor married, useMs. 4 Do not write the month of the datein f.gures. 5 Choosethe correctsalutationand complimentaryclose: DearSir/ Madam with Yoursfaithfully DearMr / Ms Smith with Yourssincerely 6 Make sureyour referencesare correct. 7 Make sureyour signatureblocktells your readerwhat he or sheneedsto know about you. Faxes 1 Faxis an open system,soit shouldnot be usedfor confldentialcorrespondence. 2 Write clearlywhen sendinghandwritten messages, 3 Faxesarecopies,and cannotbe usedwhen original documentsare required. 4 Prepareyour transmissioncarefullybefore you sendit. 5 In general,the languageof faxesis much like that of letters,although faxescan be briefer and more direct,likeemail messages.

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2 Email addresses usually givethe name of the personor department,then the @(at) symbol,followed bythe name of the company or institution, and flnally the domain names,which indicatethe type of organizationand the country from which the messagewas sent. 3 Thelanguageof emailscan be quite informal, but if you do not know the recipientwell, it is better to keepto the usual writing conventions.Youcan becomemore informal asyou establish a working relationship. 4 It is possibleto use specialabbreviations,e.g. tres and emoticons,but do not confuseyour recipientby using abbreviationshe or she may not know or understand.

3o 3o 31 31 32 32 32 33 33 33 33 34 34 34 35 36 36 36 36 36 36 36 36 37 37 37

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tE NG T H All correspondenceshould be long enough to explain exactlywhat the senderneedsto say and the receiverneedsto know. You must decidehow much information you put in the Ietter:you may give too much *see the letter on this page,in which caseyour letter will be too long, or too little ' seethe letter on page3r, in which caseit will be too short.Your style and the kind oflanguage you use can also affect the length. The following three letters are written by different peoplein reply to the same enquiry from a Mr Arrand about their companv's products.

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Thereare a number of things wrong with this letter. Though it tries to advertisethe products, and the company itself, it is too wordy. Thereis no needto explain that storesare buying in stockfor Christmas- Mr Arrand is aware of this. Ratherthan drawing attention to certain items he might be interestedin, the letter only explains what he can alreadysee,that there is a wide selectionof watches in the catalogue coveringthe full range of market prices.In addition,the writer goeson unnecessarilyto explain which countriesthe company sellsto, to give its history, and to quote its rather unimpressivemotto.

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DearMrArrand Thank you very much for your enquiry of 5 November which we receivedtoday.Weoften receiveenquiriesfrom large storesand always welcome them, particularly at this time of the year when we knowthat you will be buying in stockfor Christmas. We have enclosedour winter catalogue and are sure you will be extremely impressedby our wide range of watches.Youwill see that they include rangesfor men, women, and children,with prices that should suit all your customers,from watches costing only a few pounds to those in the luxury bracketpriced at several hundred pounds.But whatever price bracketyou are interestedin, we guaranteeall our productsfortwo years. Enclosedyou wiII alsofind our price list giving full details of prices to London (incluslveof cost,insurance,and freight) and explaining our discounts, which we think you will find very generous and which we hope you will take full advantage of. We are always availabie to offer you further information about our productsand can promise you personalattention whenever you require it. This serviceis given to all our customersthroughout the world, and as you probably know we deal with countries from the FarEastto Europeand Latin America,This fact alone bearsout our reputation,which has been establishedfor more than a hundred years and has made our motto 'Time for everyone'familiarworldwide. Once again, may we thank you for your enquiry and say that we look forward to hearing from you in the near future? Yours sincerely

-ac s hor t lhere are a number of problems with this -etter: I It shouldhavebegunDearMr Arrand and endedfours sincerelyasthewriterknew Mr Arrand's name from his letter of enquiry.

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DearSir Thank you foryour enquiry. We have a wide selectionof watches which we are sure you will like. We will be sending a catalogue soon.

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2 Neitherthe datenorthe referencenumber ofthe enquiry are quoted. 3 Ideally,a catalogueshouldbe enclosedwith a replyto an enquiryabout a company's productsor indication of a websiteif the companyhasone.

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4 When a catalogueis sent,attention should be drawn to items which might be of particular interestto the enquirer.New productsshould alsobe pointed out. 5 A pricelist shouldbe includedif pricesare not given in the catalogue.Any discounts shouldbe quotedand,if possible,delivery dates. T he r ight lengt h Hereis a more suitableletter.It is neither too short nor too long. It provides all the relevant information Mr Arrand might need,and draws his attentionto somespeciflcproductswhich may be of interestto him. . Seepage33for the planforthis letter.

Dear Mr Arrand Thank you for your enquiry of 5 November. We encloseour winter catalogue,and a price list giving details of CIFlondon prices,discounts,and deliverydates. Though you will seewe offer a wide selectionof watches,may we draw your attention to pp.23-28,andpp. 31-36,where there are styleswe think might suit the market you describe?On page 25you will flnd our latest designsin pendant watches,which are already sellingwell. All our products are fully guaranteed,and backedby our worldwide reputation. If you need any further information, pleasecontact us.We look forward to hearing from you soon. Yourssincerely

31

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o RDE R A ND S Eq U EN C E As well as containing the right amount of information,yourletter shouldalsomake all the necessarypoints in a logicalsequence, with eachidea or piece of information linking up with the previous one in a pattern that can be followed. Do not make a statement, switch to other subjects,then referbackto the point you made a few sentencesor paragraphs before,asinthe example. s 0qr q' J F1 1 (g U r , 1411*t This Ietter is difficult to understandbecause there is no clearsequenceor logicalorder.

DearSir / Madam We are interested in your security systems We would like to know more about the prices and discounts you offer. A businessassociateof ours,DMS (Wholesalers) Ltd,mentioned your name to us and showedus a catalogue.They were impressed with the security system you installed for them, so we are writing to you about it. Do you give guaranteeswith the installations ? In your cataloguewe saw the Secure15which looks asthough it might suit our purposes.DMShad the Secure18installed,but aswe mentioned, they are wholesalers,while we are a chain of stores.We would like somethingthat can preventrobberyand shoplifting,so the Secure15might suit us. How long would it take to install a system that would serveall departments?Couldyou sendan inspectoror adviserto seeus soon? If you can offer competitive prices and guaranteeswe would put your system in all our outlets, but initiallywe would only install the system in our main branch. We would like to make a decision on this soon,so we would appreciatean early reply. Yoursfaithfully

e let r ! ef lut . r r cr, Hereis a better versionof the sameletter.in which the ideas and information are in a logicalorder.

DearMrJarry We are a chain of retail storesand are looking for an efficient securi\r system.Youwere recommendedto us by ow associates, DMS (Wholesalers)Ltd,for whom you recently installed the Secure 18alarm system. We need a system which would give us comprehensiveprotection against robbery and shoplifting throughout all departments, and the Secure15featuredin your current cataloguewould appearto suit us.However,it would be helpful if one of your representatives could visit us sothat we can discussdetails of the availablesystems. Initially we would test the system we selectin our main branch, and, ifit proves satisfactory install it throughout our other branches.Our choicewould, of course,be influenced by a competitive quotation and full guaranteesfor maintenance and serVIce. Pleasereply assoonaspossibleaswe would like to make a decision withinthe next few months. Yourssincerely

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The way to make sure you include the right amount of information,and inthe right order, is by planning.Ask yourselfwhat the purpose of the letter is,and what responseyou would Iike to receive.Note down everything you want to include beforeyou start writing, then read your notes to checkthat you have included all the necessaryinformation, that it is relevant, and that you have put it in the right order. Here,for example,is the plan for the letter on page31.

The main part of your letter will concernthe points that needto be made,answersyou wish to give,or questions you want to ask.As this dependson the type of letter that you are writing, thesetopicswill be dealtwith in later units.ln the middle paragraphs,planning is most important to make sureyour points are made clearly,fuily, and in a logicalsequence.

rtpara. Acknowledgeenquiry znd para. Enclosecatalogue,price list 3rdpara. Draw attentiontowatches suitableJor Arrand,and latest designs 4th para. Mention guaranteesand reputation 5th para. Encourage Jurther contact

Firc'tXra ragna6"rh The opening sentenceor paragraphis important asit setsthe tone of the letter and createsa flrst impression.Generallyspeaking, you would thank your correspondentfor their Ietter (if replying to an enquiry),if necessary introduce yourself and your company,state the subjectofthe letter,and setout its purpose. Here aretwo examplesof openingparagraphs. - Thankyouforyour enquirydated8IuIy in whichyou askedus about our rangeof Asyou probablyknowfrom our cosmetics. advertising,weappealto awide agegroup Jrom the teenagemarketthrough to more mature women,and our productsare retailed in leadingstoresthroughoutthe world. - Thankyoufor your letterof tg August,whichI receivedtoday.Wecan certainly supplyyou with the industrialJloorcoveringsyou asked you willfind a catalogue about.Enclosed illustrating ourwide rangeof products currentlyusedinfactoriesand ofices throughoutthe world

Ffi mnIparagraph At the end of your letter, if it is a reply and you have not done so at the beginning, you should thank your correspondentfor writing. If appropriate,encouragefurther enquiriesor correspondence, mentioning that you look forward to hearingfrom him or her soon.You may want to restate,briefly, one or two of the most important points you made in the main part of your letter.Here are someexamplesof final paragraphs. - Onceagain thank youfor writing to us,Please contactus if you would Iikeanyfurther information.Tosummarize:aIIpricesare quotedcrc Yokohama,deliverywouldbesix weeksfrom receiptof order,and payment shouldbe madeby bank draft I lookforward to hearingfromyou soon. - Ihope I havecoveredaII the questionsyou asked,butpleasecontactme if thereare any other detailsyou require.If you would like to placean order,may I suggestthat you do so beforethe end of this month sothat it can be met in good timefor the start of the summer season? I hopeto hearfromyou in the near

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future. - Weare confidentthat you havemadethe right choiceas this line is a leadingseller.If thereis any adviceorfurther informationyou need,we would be happyto supplyit,and look forward to hearingfrom you.

33

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Commercialcorrespondence oft en sulTers from an old-fashioned,pompousstyleof Englishwhich complicatesthe messageand givesreadersthe feeling that they are reading something written in an unfamiliar language. In this letter, all the writer is trying to do is explain why he delayedpaying his account but, becauseofthe style,it is too long and is difficult to understand.

DearSir / Madam I begto acknowledgereceiptofyour letter ofthe 15thinst. in connection with our not clearing our account,which was outstandingas ofthe end ofJune. Pleaseacceptour profuseapologies.We were unabie to settle this matter due to the sudden demise of Mr Noel, our Accountant, and as a result were unaware of those accountswhich were to be cleared.We now, however,have managed to trace all our commitments and take pleasurein enclosing our remittance for L2,12O,whichwe trust will rectify matters. We hopethat this unforeseenincident did not in any way inconvenienceyou,nor leadyou to believethat our not clearing our balanceonthe due datewas an intention on our part to delav payment. We remain, yours, etc . . .

Hereis a simpler versionof the letter.Mr Aldine will be satisfiedwith it becauseit tells him - simpiy and clearly - what he wants to know.First,his customeruseshis name. Second,he has apologized.Third,Mr Aldine knows his was not the only account that was not paidwhen due,and knows why. Finally,he has his cheque

DearMrAldine I am replying to your letter of 15July askingus to clearour June balance. I apologizefor not settling the accountsooner,but dueto the unfortunate death of Mr Noel,our Accountant, there have been delaysin settling all of our outstanding balances. Pleasefnd enclosedour chequeforL2,720, and acceptour apoiogies for any inconvenience. Yourssincerely

Lot/ r l r ' \ \ '

DearMrRohn Your style should not, however,be so simple that it becomesrude.Hereis an exampleof a letter that is too short and simple.

I've already written to you concerning your debt of f 1,994.This should have been clearedthree months ago.You seemunwilling to co-operatein paying us We'll sueyou if you do not clear your debt within the next ten days. Yours.etc.

34

-i the versionof the sameletter,notice the s$istic devicesthat areusedto make it more joined by :olite: complexsentences, :onjunctions,rather than short sentences e.g.... the balanceof [,t,t94,which hasbeen cutstanding...ratherthan ...yourdebtof tt,99q.Thisshouldhavebeencleared...);the use of full ratherthan abbreviatedforms ,e g.I shall haveto consider.. . rather than We'IIsue...);andthe useof passiveforms and indirect language that avoids sounding aggressive(e.g....for the accountto besettled. .. ratherthan .. . if you do not clearyour debt...).

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o DearMr Rohn I refer to our previous letter sent on 10 Octoberin which you were askedto clearthe balanceof f 1,994on your account,which has been outstanding sinceJuly.As there has been no reply,I shall have to consider handing over the matter to our solicitors.

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However, I am reluctant to do this and am offering a further ten days for the account to be settled. Yourssincerelv

2

d i o n n sand c olloquia l l a n g u a g e It is important to try to get the right 'tone' in your letter.This meansthat, generally speaking,you should aim for a neutral tone, avoidingpompouslanguageon the one hand and language which is too informal or colloquial on the other. Youmay setthe wrong tone byusing the wrong vocabulary or idioms, or using short forms inappropriately. Here are a few examples,together with a preferred alternative. I NAPPR O P R I A T E

PREF ERRED

F O RM

AL T ERNAT IVE

you'veprobably guessed

you areprobably aware

you'll getyour moneyback

the loanwillbe repaid

pricesareat rock bottom

pricesareverylow

priceshavegone throughthe roof

priceshaveincreased rapldly

On the whole, it is better to avoid using colloquial language or slang.Apart from the danger of being misunderstoodif your correspondent'sfirst languageis not Engiish, he or she may think you are being too familiar.

35

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C L A R IT Y Yourcorrespondentmust be ableto understand what you have written. Confusion in correspondence often arisesthrough a lack ofthought and care,andthere are a number of ways in which this can happen.

Abhreviations andinitials

2

Abbreviations can be useful becausethey are quick to write and easyto read.But both correspondentsneed to know what the abbreviations stand for. The abbreviationscrr and ros, for example, are INcorERMs which mean,respectively, Cost,Insurance,and Freightand FreeOn Board. But canyou be surethat your correspondent knows thatp&pmeans postageand packing? Someinternational organizations,e.g.rvaro (North Atlantic Treaty Organization),are known in all countries by the same set of initials, but many are not, e.g.ru (European Union) and urv (United Nations).National organizations,e.g.in the UK,c n r (Confederationof British Industry) and luc (TradesUnion Congress), are unlikelyto be familiar to correspondentsin other countries. A range of abbreviations are used in email correspondence>seepagezz,but many of them are not widelyknown.If you are not absolutely certain that an abbreviation or set of initials will be easilyrecognized,it is best not to use it.

hlumbers We saw on page8 that the use of figures insteadof words for datescan createproblems. Numerical expressionscan alsocause confusion.For example,the decimal point in British and American usageis a full stop,but a comma is usedin most continental European countries,sothat a British or Americanperson would write 4.255where a Frenchperson wouid write 4,255(which to a British or Americanpersonwould meanfour thousand tw o hundredandfifty -five). If there is the possibility of confusion,write

36

the expressionin both flguresand words,e.g. fto, 575.9o (ten thousandfive hundred and pounds,ninetypence). seventy-five

Prepositions Specialcareshouldbe taken when using prepositions.Thereis a big differencebetween Theprice hasbeenincreasedto t45o.oo, Theprice hasbeenincreasedbyt45o.oo,and Theprice hasbeenincreasedfromt45o.oo. A C C UR A C Y

S p e llin g Carelessmistakesin a letter can give readersa bad impression.Spelling,punctuation,and grammar should all be checkedcarefully.Many peoplehavecometo rely on the spellcheckerin their computersto ensurethat there areno spellingmistakes.But a word speltincorrectly mayform a completely different word, e.g. Pleasegive it somethough (thewriter means thought);I sawit their (the writer meansfhere). A spellcheckerwouldmiss thesemistakes. There is no substitute for carefully reading, or proofreading a letter that you have written. Ti tl er. nanref" ;l nd addresses Usethe correcttitle in the addressand salutation. Spellyour correspondent'sname correctly(nothing createsa worseimpression than a misspelledname),and write their addressaccurately. If you do not knowyour correspondent,do not assumethat they are one sex or the other, i.e.useDearSir/ Madam ratherthanDear Siror DearMadam.If you know a correspondent's name but not their sex,useMr / Ms,e.g.DearMr / Ms Barron.

References When replying to a letter, fax, or email, quote all referencesaccuratelysothat it is immediately clearto your readerwhat you are writing about.

Pointsto remember measurements, etc. Prices, Specialcareshouldbe taken when quoting pricesor giving specificationssuchas measurementsor weights.Quoting these incorrectlycan causeserious misunderstandings.

andattachments Enclosures Always checkthat you have actually enclosed the documentsyou havementionedin your Ietter,or attachedthem to your email > seepage14.Check,too,that you have enclosedor attachedthe right documents.If, for example,the documentyou are enclosingis invoicenll23r, make sureyou do not enclose invoiceYr,/2r3. When ordering,make sureyou quote the ordernumber correctly,especiallyin internationaltrade where mistakescanbe very expensivein both time and money.

1 Includethe right amount of information.If you are respondingto an enquiry make sure you haveansweredall the writer's questions.

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2 Plan before you start writing. Make sure you say everything you want to say,and in a logicalsequence.

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3 Usea simplebut polite styleof ianguage. 4 Make surethat everything you write is clear and easyto understand.Do not use colloquiallanguageor abbreviationsthat your readermay not understand.Write numbersin words aswell asfigures.

2

5 Accuracyis important. Payspecialattention to detailssuchastitles and names,and referencesand prices,and rememberto checkenclosuresor attachments. 6 Checkwhat you have written when you have finished. Make sure everything is as it shouldbe.

37

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M A K T N GE N O _ u r R r E S

39 39 39 40 40 40 41 41 42 42 42 43 44 45 46

Opening pricelists,etc. Askingfor catalogues, Askingfordetails patterns, Askingfor samples, anddemonstrations Suggesting terms,methodsof payment, anddiscounts Askingfor goodson approva l,or on saleor return Askingforan estimate ortender Closing ':'

Pointsto remember

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MA KIN G EN q U IR IES

,A sl l i i nrg for catal ogucsi pri ce l dsts,etc .

A simple enquiry can be made by email, fax, or cable.The contents of an enquiry will dependon three things: howwellyou know the suppiier,whetherthe suppiieris basedin your country or abroad,and the type of goods or servicesyou are enquiring about,Thereis a differencebetween askinga computer companyabout the costof installing a complexcomputernetwork and askinga publisherabout the price of a book.

It is not necessaryto give a lot of information about yourselfwhen askingfor carArocux s, pricelists,etc.This canbe doneby letter,fax, or email,but rememberto giveyour postal address.It is alsohelpful to point out briefly any particular items you are interested in. -Could you pleasesendyour currentcatalogue andprice listJorexhibitionstands?Weare particularly interestedin standssuitablefor displayingfurniture. -We haveheardaboutyour latestequipment inlasersurgeryandwouldlikemoredetails. Pleasesendus any informationyou can supply,marking the letter'Forthe Attention of ProfessorKazuhiro',TokyoGeneralHospital, Kinuta- Setagayaku, Tokyo,I apan. -I am planningto comeand studyin London nextautumn andwouldbegratefulif you couldsendme a prospectusand detailsof yourfees.I am particularly interestedin coursesin computing. -Pleasewouldyou sendme an up-to-date price listfor your building materials.

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Teilyour supplierwhat sort of organization you are. -We area co-operativewholesalesocietybased in Zurich. -Our companyis a subsidiaryof Universal Machinesand we specializein .. . Business -We areoneof the main producersof industrial chemicalsin Germany,andwe are interested \n ... How did you hear about the company you are contacting?it might be useful to point out that you know their associates, or that they were recommendedto you by a consulateor trade association. -We weregivenyour name by the Hoteliers' Associationin Paris. -Youwere recommendedtous by Mr JohnKing, of Lawsom& Davies,MerchantBankers. -We wereadvisedby Spett.Marco Gennovisaof Milan that you are interestedin supplying. . . -The British Consulatein Madrid hastold us that you are lookingfor an agent in Spainto you. represent It is possibleto useother references. -We wereimpressedby the selectionof gardeningtoolsdisplayedon your standat thisyear'sHamburg GardeningExhibition. -Our associates inthe packagingindustry speakhighlyof your Zetapacking machines, and we would liketo havemore information aboutthem.Couldyou sendus . . .

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,Askfimg fon cietafi[sr When askingfor goodsor servlcesyou should be specificand stateexactlywhat you want. If replying to an advertisement,you should mentionthe journal or newspaperandits date, and quote any Box NUMBER or department number given,eg.BoxNo.j4t;Dept 4/t28. And if orderingfrom, or referring to, a catalogue, B R ocH U R x, or pR ospE crus,al w aysquotet he reference,e g. Cat.no.at4g; Item no. 351t Course et 362. -I am replyingto your advertisementinthe Iune edition of 'Tailorand Cutter'.Iwould like to know more about the steampresseswhich you are offeringat costprice. -I wiII beattendingthe auctionto be heldat TurnerHouseon t6 February,and am particularly interestedin thejob lot listedas Item No.35t.

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-Could you pleasegive me more information aboutcourseBt j6z,whichappearsinthe IanguageJearningsectionof your summer prospectus? -I would appreciatemore detailsabout the 'UniversityCommunicationsSystem' which you arecurrentlyadvertisingon y our website-

patterns, Askingfor sampleso anddemonstrations

3

You might want to seewhat a material or item lookslike beforeplacing an order.Most suppliersarewilling to providesamplesor patternssothat you can make a selection. However,fewwould senda complexpieceof machineryfor you to look at.Instead,you would probablybe invited to visit a showroom, or the supplierwould offer to senda representative. In any case,if it is practical,ask to seean example of the article you want to buy. -IAlhen replying,couldyou pleaseenclosea pattern card? -We would alsoappreciateit if you couldsend somesamplesof the materialso that we can examinethe textureand quality. -Before selling toys weprefer to test themfor safety.Couldyou thereJoresendus at least two examplesof the'Sprite'range? -I would like to discussthe problemof maintenancebeforedecidingwhich modelto install in myfactory. ThereforeI would be grateful ifyou couldarrangeforone ofyour representativesto call on me withinthe next twoweeks -Where canI seea demonstrationof this system? Su rg g e s ti n gte rm 5 , m e th o ds of

payment,anddiscounts Companiessometimesstatepricesand conditions in their advertisementsor literature and may not like prospectivecustomers making additional demands.However,even if conditionsare quoted,you can mention that you usually expectcertainconcessions and

4o

politely suggestthat, if your terms were met, you would be more likelyto placean order. -We usuallydealon a jo% trade discount basiswith an additionalquantitlt discount for ordersover4ooo units. -As a rule,our suppliersallow us to settle by monthlystatementand wecanofferthe usual referencesif necessary. -We would also liketo point out that we usuallysettleour accountson a o /e, basis with payment by 3o-daybill of exchange. -Couldyoulet usknow if you allow cash discounts? -As we intend to placea substantialorder,we would liketo know what quantity discounts youallow. A ski ng for goods o{' !erpprued,l , (} r (,tr sal e or return Sometimesretailersand wholesalerswant to seehow a lIIrtr will sellbeforeplacing a flrm order with a supplier.Two ways of doing this areby getting goodson approvalor on a sALE oR RETURN basis.Ineithercasethe supplier would have to know the customer well. or would want TRADEREFERENcE s.Thesupplier would alsoplacea time limit on when the goodsmust be returned or paid for. -The leafletadvertisingyour latesthobby magazinesinterestedus,and we would like to stocka selectionof them.However,we would only considerplacing an orderif it wason the usualbasisof saleor return.Ifthis is acceptable,we will sendyouafirm order. -In the cataloguewe receivedfrom you last week,we sawthat you are introducinga new Iine in syntheticfur s.lMile we app r ecIate th at increasingpressurefr om wildlifepr otection societiesis reducingthe demandfor realfurs, we are not surehow our customerswould reactto syntheticalternatives.However,we would liketo try a selectionof designs.Would it bepossibleforyou to supplyuswith a range on an approvalbasisto seeiJwecanencourage a demand?Threemonthswouldprobablybe enoughto establisha market if thereis one.

Esrrmern s are quotationsto completea job, e.g.putting a new roofon a factory or lnstallingmachinery.TTwDERS are similar quotations,but in written form. They are often usedwhen the job is a large one,e g. building a completefactory.When the work is for a government,or is a large undertaking,there are often newspaperadvertisementsinviting tenders. _ A DVERT ISEM XNT :

Thelrish TouristOrganizationinvitestenders from building contractorsto erectseatingfor t o,o o o peoplefo r the Dublin Summer shouldbeinby t Marchzo-, FestivalTenders on price and suitability of and wiII be assessed constructionplans. -

A DVERT ISEM XNT :

TheZenaChemicalCompanyinvitestenders from private contractorsforthe disposalof chemicalwaste.Only thoselicensedto deal with toxic substancesshouldapply.Further detailsfrom . .. A companymay write crRcurAR rnrtt n s to severalsuppliers,inviting offersto completea constructionjob, or to do repairsor decorating. -We are a largechain of theatres,and would be interestedin receivingestimatesfrom upholsterersto re-coverthe seatsin our two main theatresin Manchester. -We are writing to a number of building contractorsto invite estimatesforthe conversionof NorthboroughAirfield into a sportsand leisurecentre.Thework will include erectingbuildingsand providingfacilities suchas skislopesandparachutejumps. Thedeadlinefor completionis the end of Decemberzo-. If you canprovide a competitiveestimatepleasecontactus at ... -As you may be awarefrom recentpress reports,wehavetaken overInternational Motors plc and are inthe processof automating their Hamburgfactory. Weare writing to severalengineeringdesigners, includingyourselves,whowe think may be interestedin convertingtheplant to afully you will automatedproductionunit.Enclosed

Wewould welcome find the specifi.cations. inspectionof the site byyour surveyors,witha view to supplyingan estimatefor the reconstruction.

Usually a simple 'thank you' is sufficientto ciosean enquiry.However,you could menti.on that a prompt reply would be appreciated,or that certain terms or guaranteeswould be necessary -We hopeto hearfromyou in the nearfuture. -We would begrateJulfor an early reply. -Finally, we would like to point out that deliverybeforeChristmasis essential,and hopethat you can offer us that guarantee. -If you can agreeto the concessions we have will placea substantialorder. askedJor,we -Prompt deliverywould be necessary as we havea rapid turnover.Wewould therefore needyour assurance that you couldmeetall deliverydates

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Youcan also indicate further businessor other lines you would be interestedin. If a supplier thinks that you may becomea reguiar customer,they will be more inclined to quote competitiveterms and offer concessions. -If the product is satisfactory,we will place further orderswith you in thefuture. -If the pricesquotedare competitiveand the quality up to standard,wewill order on a regularbasis -P rovided y ou can offerfav ourablequotatio ns and guaranteedeliverywithin four weeks from receiptoJorder,wewiII place regular orderswithyou.

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Rcqucrtfor e crtelogucand pdrc llrt

Dear Sir / Madam Pleasewould you send me your Spring catalogueand price list, quoting CIF prices,LeHavre? Yours faithfully

F. Rnnl F.Raval(M.)

Rcqurrtfore prolpoctur

Dear Sir / Madam

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I would like some information about your coursesin English for Business Executives,beginning in July.

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Pleasesend me a prospectus,details of your fees,and information about accommodation in London for the period July to December.If possible,I would like to stay with an English family.

E o x

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Yoursfaithfully

Y.Iwaru.ni Ylwanami(Ms)

tcquort for grncnl lnformetlon

Dear Sir / Madam

Notethat the reference to rnnoEpnr c r sint h i s lettertellsthe manufacturerthat heis d e a lingwitahRE T A T L ER nota or wholesaler, privateindividual. lf theseexamples weresentasemail messages, it wouldbe to remove acceptable the salutation and changethe close complimentary f rom YoursJaithfu Ily to the lessformalThanking you in advance.

Ihqr€ lhret thott enqurrret (o.rld lrc rr'nl b y l? lttr . | .| r . o r e m .r ,l

42

Couldyou pleasesend me details of your tubelesstyres rivhichare being advertisedin garagesaroundthe country? I would appreciate a prompt reply quoting trade prices. Yours faithtully

Erian Wyn'ut BrianWvmer

Replytoan advcrtisemcnt 251ruedesRaimonieres F-86ooo PoitiersCedex

Tdlephone : 9968ro3r {+13, (+11)2j41o2163 T6f6copie (o f r Emarl ir ge..rrC@;:lrsc

ln thisletterthe isreplying to customer an advertisementfor cosin a tradejournal. gavelittle Theadvertiser information, sothe writerasksfor details.

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Ref.PG/AI 12May2OThe SalesDepartment R.G.ElectronicsAG Havmart 601 D-50000Koln 1

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DearSir/Madam We are a large music store in the centre of Poitiers and would like to know more about the re-vwitable and recordableCDsyou advertisein this month's edition of 'Lectron'. Couldyou tell us if the CDsare leading brand names,or made by small independent companies,and whether they would be suitable for domestic recording?We would appreciateit if you could sendus some samples.If they are of the standard we require,we will place a substartial order.We would also like to know if you offer any trade discounts. Yoursfaithtully

P. Qirad. P.Gerard(M.) Manager

WhydoesM.G6rard sayWearea large musicstore? Howdidhehear aboutthecos?

Whatrequirements doeshesuggestmust bemet beforehewill placeanorder?

Whatconcession doesheaskfor? lf hehadbegunthe letter DearMr-, whatwouldthe complimentary close be?

Whichwordsinthe letterhavea similar meaning to the following? r mostimportant b typeofproduct < large d reducedprice

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Enquirryftom a buyhryagumt Companies often haveagentsin other who sellor countries buyproductsforthem >seepagesr59+7o.In thisemailthe agentls actingon behalfofher PRr Nc r P AinCana rs da.

JohnMerton

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Youwererecommended to us byyourtradeassociation and I amwritingon behalfof England. ourprincipals in Canada,whoareinterested in importing chinawarefrom Couldyousendus yourlatestcatalogueandpricelist,quotingyourmostcompetitive prices? Ourprincipalsarea largechainstorein NorthAmericaandwill probablyplacesubstantial ordersif thequalig andpricesof yourproductsaresuitiable. Manythanks. LindaLowe Director Sanders& LoweLtd PlanterHouse,PrincesStreet LondonECI 7DQ Tel.:+44(0)20787457 Fax:+44(0)207 87458 Email:[email protected]

44

Enqulryftom rntelhrto rfionfn rnrnufrctuu

DearSir/ Madam Wearea chainof retailers basedin Birmingham andarelookingfora manufacturerwho cansupplyus witha widerangeof sweatersfor the men'sleisurewear market.Wewere your impressed on standat theHamburgMenswear bythenewdesignsdisplayed Exhibition lastmonth. As we usuallyplacelargeorders,wewouldexpecta quantitydiscountin addition to a prices. payment 20o/olrade discountoff netlist Ourtermsof arenormally30-daybillof exchange, D/$. lf theseconditions interestyou,andyoucanmeetordersof over500garments at one time,pleasesendusyourcurrentcatalogue andpricelist. Wehopeto hearfromyousoon. PeterCrane ChiefBuyer E Lynch& Co.Ltd NessonHouse,NewellStreet, Birmingham 83 3EL +44(0)212366571 Telephone: Fax:+44(0)212368592 Email:[email protected]

I Whatexpression doesPeterCraneuse to indicatethat Lynch & Co.isa large company?

Whatmarket areLynch& Co. in? interested

I Whatkindsof discountarethey askingfor?

Wheredid Lynch& Co.getto knowabout Satex?

I Howwouldpayment bemade? 5 Howmanysweaters aretheylikelyto order?

I W hi chw ordsi nthe letterhavea similar meaning to the following? r selection b presented c fixedprice d itemof cloth'ing

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Thisemailisfromthe ChiefBuyerfor a chain of shopsin Birmingham to an ltalianknitwear Thebuyer manufacturer. explains howhegot to knowaboutthe and manufacturerl that a quantity suggests discountandacceptance of hismethodof ln x paymentwould !l persuade himto place 3 Eo an order.Heisstating o histermsin hisenquiry 3 hefeelsthat ll because asaB U LK euvrnhe candemandcertain conditions. Butyou will seefromthe reply > page58that,although the ltalianmanufacturer wantsthe order,hedoes not liketheterms,and suggests conditions that aremoresuitableto hi m.

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Pointsto remember 6

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1 Givedetails of your own company aswell as asking for information from your prospectivesupplier. 2 Be specificand state exactlywhatyouwant. If possible,quote box numbers, catalogue references,etc.to help your supplier identify the product/s. 3 Ask for a sample if you are uncertain about a product.

3

4 Suggestterms and discounts,but be preparedforthe supplierto make a counteroffer. 5 Closewith an expressionsuch asI look forward to hearingfrom you and / or indicate the possibility ofsubstantial ordersor furtherbusiness.

+6

roc E N o_urR rE s 4 8 R E PL Y TN 48 Opening 4 8 C o n fi r mi ngthat you canhel p 4 8 ' Se l l i n g 'your product al ternati ves 4 8 Su g g esti ng R e fe rri ng the customerto anotherpl ace 49 pri cel i sts,prospectuses, 4 9 Se n d i n gcatal ogues, a n o s a m pl es andvi si ts 4 9 A rra n g i ngdemonstrati ons 50 Closing 50

CtVtNC O_U OTA TtON S

50 51 51 51 53 53 53 54 54 54 55 56 57 58 59 6o

Prices Transport andinsurance costs Discounts Methodsof payment delivery date Quoting termsandnegotiable Fixed terms Civinganestimate

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In an email reply,the rr: abbreviation in the subject line automatically shows that you are replying to a message.Therefore it is not usually necessarytouse a salutation. >Seepageszo-z7formoreon email. However,letters are different. Mention your prospectivecustomer'sname, e.g.if the customersignshis letterMr B.Green,begin DearMr Green,xo'rDear Sir. Thank the writer for his or her enquiry. Mentionthe date of his orherletter and quote any other references. - Thankyou for your enquiryof 6 Junezoin whichyou askedabout ... - Iwouldlike tothankyouforyour enquiryof to May zo-, and am pleasedto tellyou that we would be ableto supplyyou with the ... - We werepleasedto learnfrom your letter of to Decemberthat you are impressedwith our selectionof . .. - Thankyou for your letter,Nt t6gt, which we receivedthismorning.

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that you canhelp Confirming Ietthe enquirerknownearthe start of your reply ifyou have the product or can provide the servicehe or she is asking about. It is irritating to read a long letter only to find that the supplier cannot help. - Wehaveawide seledionoJsweatersthat wiII appealto the market you specified. - Ourfactory would haveno problem in producingthe 6,ooo unitsyou askedforin your enqutry. - Wecan supplyftom stockand wiII have no trouble inmeeting your deliverydate. - I am pleasedto say that we wiII be able to supply the transportfacilities you require. - Wecan ofer door-to-door delivery services.

+8

product 'Selling'your Encourageor persuadeyour prospective customer to do businesswith you. A simple answer that you have the goodsin stock is not enough. Your customer might have made ten other enquiries, so remember it is not only in saleslettersthat you needto persuade. Mention one or two selling points of your product, including any guarantees,special offers.and discounts. - IAlhenyou have had the opportunity to see the samplesforyourself,wefeel sureyouwill agreethat they are oJthe highestqudlity; and to seea wideselectiononline,go to www.bettaware.co.uk. - Onceyou haveseenthe Delta 8oo in operationwe knowyouwill be impressedby its trouble-freeperformance. - Wecan assureyou that the Alpha 2ooo is one of the most outstandingmachinesonthe market,and our confidencein it is supported by ourfiv e-year g uarantee.

g alternatives 5uggestin Ifyou do not have what the enquirer has asked for, but have an alternative, offer that. But do not criticize the product he or she originally askedfor. - ... and while this enginehasaII the qualitiesoJ the modelyou askedfor,the 'Powerdrive'has the added advantageoffewer moving parts, so reducingmaintenancecosts.Italsosaves on oi l asi t ... - Themodelhas now beenimproved.Itssteel casinghasbeenreplacedby strongplastic, whichmakesthemachinemuchlighterand easiertohandle. - Of course,Ieatheris an excellentupholstery material,but escalatingcostshavepersuaded many of our customerstolookforan alternative whtch is more competitive in price. TaretonPlasticshaveproduced a highwhich hasthe quality substitute,'Letherine', texture,strength,and appearanceofleather, but at lessthan a quarterof the cost.Wefeel d wiII confidentthat the samplesenclose you... convtnce

Referring the customerto anotherplace You may not be able to handle the order or answerthe enquiry.If this is the case,tell the enquirer and,if possible,referthem to another company which can help them. - I regretto saythat we no longerproducethe type of stapleryou refer to as there is no longersutficientdemandfor it.I am sorrywe cannothelpyou. - Thebookyou mention is not publishedby us,but by Greenhill Education Ltd.Their address is... - Weno longer manufacture pure cotton shirts astheir retailpricestend only to attract the upperend of the market.AIIour garmentsare nowpolycotton, which is stronger,needslittle ironing,and allowsvariationsin pattern, whichyou can seeon our websiteat www.elegance.co.uk. However,if you are only interestedin pure cottongarments,weadvise you to contactLouisFashionsLtd at . .. Evenif you can handle the enquiryyou may still have to refer the enquirer elsewhere. - WemanuJacturetheprodud you require,but we only deaI with wholesalers,not retailers. Therefore,Isuggestyoucontactour agent,R. L.Deprd SA,rueMontpellier 28,Paris,. .. - Our agentsinltaly areIntalS.p.A,ViaAlberto Poerio 79,Rome,Email: <[email protected]>. Theycarrythefull rangeof our products.

pricelists, Sendingcatalogues. prosPectuses, andsamples Remembertoenclosecurrent cataloguesand price lists withyour reply. If you are attaching catalogues,pricelists,etc.to an email message, make sure you compressthem to saveyour recipient's time when they download the material.If pricesare subjectto change,let your customerknow.It is bad policy suddenly to senda letter telling a customerthat prices havebeenincreasedby ten per cent after you have quoted a firm price.And ifyou are sendingsamplesuworn sEeARATE covEn,let

your customer know when they are likely to arrive. - Pleasefi.nd enclosedour currentcatalogue andprice list quoting c r r pricesKobe.The unitsyou referredtoin your letterare Jeaturedon pp.3t-34 undercatalogue numbersy32-y37.Whenorderingcouldyou pleasequotethesenumbers?Thesamplesyou askedforwillfollow underseparatecover. - Weencloseour bookleton the Omegazooo and aresureyou wiII agreethat it is one of the finest machinesof its kind.It can be adapted (seethe section to your specifications 'Structuralchanges'onpage tz). - Weencloseour summercatalogue,which unfortunatelyis only publishedin English. However,wehaveincludeda German translationfor the relevantpages(4t-4j and hope this will prove helpful. - . .. and we haveenclosedour price list,but shouldpoint out that pricesaresubjectto changeas the marketfor raw materialsis very unstableat present.

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A rran gi ng demonstrati ons anelvi si ts Certainproducts,e.g.heavy equipment, machinery and computer installations, may needdemonstrating.In thesecasesthe supplierwill either senda representativeor adviser,or suggestthat the customervisits their showroom. - Wehaveenclosedfulldetailsof the Laren welder,but a demonstrationwould be necessary to showyou itsfuII capabilities.We thereforesuggestthatyouvisit our centrein Birmingham,wherethe equipmentis setup, sothat you canseethe machinein action- As the enclosedbookletcannotreallyshow the eficienry oJthis system,wewould be happy to arrangefor our representativeto visityou and give a demonstration.Ifyou are interestedin a visit,pleasefiII in the enclosed pre-paidcardand return it to us. - TheenclosedcataloguewiII giveyou an idea of the type of soundequipmentweproduce, but may we suggestthat you alsovisit our

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agent'sshowroomsin Rotterdamwhereyou can seea wide rangeof units?Theaddressis .. . - Beforeinstallingthe equipment,wewould Iiketo sendMrTony Grifith,our Chief Engineer,to look overyour plant andprepare a reporton the installation,takingyour particular requirementsinto account.We suggestyou contact us to arrange a convenientdate. Closing

4

Always thank the customer for contacting you. Ifyou havenot done so at the beginning ofthe letter or email,you can do so at the end.You shouldalsoencouragefurther enquiries. - Onceagain we would liketo thank youfor writing. Wewould welcomeanyfurther questionsyou might have. - Pleasecontact us again ifyou haveany questions,using the abovetelephonenumber or email address. - I am sorrywedo not havethe modelyou askedfor,but can assureyou that the alternativeI havesuggestedwiII meetyour requirements.PIeaseremember that we ofrer afuII thr ee-year g uarantee. - Wehopeto hearfromyou again soon,and co.nassureyou that your orderwiII bedealt withpromptly. G IV IN G O -U O T A T IO N S In your reply to an enquiry you may want to giveyour prospectivecustomera o_uorATroN. Belowis a guide to the subjectsyou should cover.

Prices \Mhen a manufacturer, wholesaler,or retailer quotes a price,they may or may not include other costssuchastransport,insurance,and pURcHASE rax (e.g.var(Varur Aooro Tax) in the UK).Priceswhich includetheseextra costsareknown ascRoss pRIcEs ; thosewhich excludethem areknoum as N ETpRIcEs.

5o

- Thenetprice of this articleisf,too.oo,to which vtr must beaddedat t7.5%,making a grossprice of tn7.5o. - Wecanquoteyou a grossprice,inclusiveof of fi47.5oper rco items. deliverycharges, goods These are exemptfromvAr. A quotation is not necessarilylegally binding, i.e.the companydoesnot haveto sellyou the goodsat the price quotedin the reply to an enquiry. However,when prices are unstable, the supplier will say in their quotation that their pricesaresubjed to change.If the companymakesafirm ofrer,ilmeansthey will hold the goodsfor a certaintime until you or der,e.g.fi r m 4 days. Again,this is not Iegally binding,but suppliersgenerallykeepto firm offers to protect their reputation. - Thepricesquotedaboveareprovisional,since we may be compelledby the increasingcostof raw materialsto raisethem.I wiII informyou immediately if this happens. - Wecan offeryou a price of t 5,zoo.ooper engine,firm zt days,after which the price wiII besubjectto an increaseof 5%. Wheneverpossibleyou should quote pricesin your customer'scurrency,allowing for exchangefluctuations. - Theprice oJthis modelis Yz,8oo,oooat today's rate of exchange. - Wecan quoteyou a price of €3oo per rco units,though I regretthat, becauseof Jluctuatingexchangerates,wecan only hold thispricefor four weeksfrom today'sdate. - Thenetpriceof $5jo.ooper unit is extremely competitive.

Tnansport andinsuranee eosts

Diseounts

There are a number of abbreviations that indicatewhich price is being quotedto the customer.Theseare establishedby the Is rr n rv a rro rrra C r H n Ms rn o r C omann ncn (ICC)and arecalledIr.lcornnus. Theyare revisedregularly,and additionalterms may be added,e.g.the phrasecrr NaplesIncoterms zooo landedmeansthat a consignmentis coveredunder an Incoterm c r r (cost, insurance,and freight) setin the year 2ooo, up to the time it is landed in Naples. The main Incotermsare in four groups, which are named after the flrst letter in the term.

Manufacturersand wholesalerssometimes allow a discount (i.e.a deduction)on the net or grossprice.Theseare ofdifferent kinds,e.g. a trade discountto sellersin similar trades;a quantity discount for orders over a certain amount; a cashdiscountif payment is made within a certaintime;a LoyArry DrscouNr when companieshave a long association. - Weallow a j% cashdiscountforpayment within onemonth. - Thenetprice of this modelisftTo.oo,Iessrc% discountforquantitiesup to rco and ry% discountforquantiti.esover1oo. - Wedo not normally give discountsto private customers,but becauseof your long associationwithour companywecan ofrer you tz% offthe retailprice. - Thepricesquotedare crn Yokohama,but are subjectto a zo%trade discountofr netprice. Wecan offerafurther to% discountoff net pricesforordersof more than z,ooo units.

GroupC The sellercoversonly the costslisted to get the goodsto a named destination,e.g.freight and import duties,but not insurance. GroupD The sellercarriesall the costsand risksto get the goodsto a named destination. GroupE The buyer paysall costsoncethe goodshave left the seller'spremises. GroupF The sellerdeliversthe goodsto a carrierwho is appointedbythe buyer. Incotermsare quoted in correspondence in the following way: t3o,ooo crn Hong Kong (i.e. the price includesall deliverycoststo Hong Kong,exceptfor insurance);$35,oooroa Rotterdam(i.e.the price includesdeliverycosts to when the goodsare on boardship at Rotterdam).Abbreviationsfor Incotermsmay alsobe written inlower case,e.g.cfr orfob. Two otherterms which shouldbe noted,but which areusedmainly in the UK,are: - Cannracr yuo (c/ e),i.e.chargeswill be paid by the sender,e.g.WewiII send replacementsforthe damagedgoodsc/e. - Cannracr FoRWARD(c/r),i.e.charges will be paid by the receiver,e.g.Asyou are responsible for the damage,we wiII send replacements c/r.

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Mef hods of p.rvrnent When quoting terms,you may require,or suggest,any of severalmethodsof payment, e.g,Ietter of credit or bill of exchange. > Formoreon this subject,seepages78-79, and47-157. - On receiptof a chequefor the amount quoted, we will sendthe articleby registeredmail. - Paymentfor initial ordersshouldbe made by sight draJt,payableat Den Norske Creditbank,Kirkegatenn, OsIot, cashagainst documents. - Weare willing to consideropenaccount facilities ifyou canprovidethe necessary bank reference.

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INCOT ERM

AB B R E V IA TION

E X P LA N A TION

Gro u pC Costand FReight

C FR

The selier pays all delivery coststo a named destination,exceptfor insurance.

Cost,Insurance, and Freight

C IF

The sameas crn, exceptthe selleralsopays the costof insurance.

CarriagePaidTo

CPT

The seller pays all delivery coststo a named destination.The buyer pays any additional costsafterthe goodshavebeendeliveredtoa nominated carrier.

Carriageand InsurancePaid

C IP

The sellerpaystransport and insurancecosts to a named destination, but not import duty.

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Gro u pD Delivered at Frontier

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DeliveredEx-Ship

DES

The seller pays all delivery costson board ship, but doesnot clearthe goodsfor import at the named port of destination.

DeliveredEx-O_uay

DEO

The seller pays all delivery coststo a port named by the buyer,but doesnot clearthe goodsfor import at the named port.

Delivered Duty Paid

DDP

The seller pays all delivery costs,including import duty, to a named destination in the importing country.

Delivered Duty Unpaid

DDU

The sameasDDp,exceptthat the sellerdoesnot pay import duty.

Gro u pE EX-Works

EXW

The buyer pays all delivery costsoncethe goods have left the seller'sfactory or warehouse.

Gro u pF FreeCArrier

FCA

The seller pays all delivery coststo the buyer's carrier, and clearsthe goodsfor export.

FreeAlongsideShip

FAS

The seller pays all delivery coststo the port. The buyer paysfor loadingthe goodson to the ship and all other costs.

FreeOn Board

t2

The seller pays all delivery coststo the buyer's frontier,but not import duty.

The seller pays all delivery coststo when the goodsare onboard ship at a namedport.The buyer pays all other costs.

Quotingdeliverydate If the enquiry speciflesa deliverydate, confirm that it canbe met, or if not, suggestan alternative date.Do not make a promise that you cannot keep as it will give you a bad reputation.If a deliverytime is a condition of ordering,the customercouldrejectthe goods or sueyou ifyou breakthe contract. - . .. and we arepleasedto saythat we can deliverby NovemberL soyou will havestock for the Christmassalesperiod. - As thereare regularsailingsfrom Liverpoolto NewYork,we aresurethat the consignment will reachyou weIIwithin the time you specified. - Wehavethe materialsin stockand wiII ship your order. them immediatelywe receive - As thereis a heavydemandforfansat this allowatleastsixweeksfor time of year,please delivery. - Wewould not beableto deliverwithin two weeksof receiptof order,aswe would need time to preparethe materials.However,we couldguaranteedeliverywithinfour weeks.

Fixedtermsand negotiableterms

be discussed. In the f,nal examplethe supplier softensthe tone further by askingthe customerto conflrm whether or not the arrangementis satisfactory. - Weusuallyofferan B% tradediscounton r o s prices,and wouldpreferpayment by irrevocableletterof credit. - Normally we allow a 4% trade discount offnet priceswith payment on a documents againstpayment basis.Pleaselet us know if thisarrangementis satisfactory.

Givingan estimate

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Companieswhich are askedto give an estimatefor a particularjob may include the estimatein tabulatedform in a letter > seepage59.More often,however,they will sendtheir offcial estimateform with a nnrrarin

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- Asyou know,our representative hasvisited yourfactory to discuss your proposed extension, andI nowhavepleasurein enclosingour oficial estimate. - Theenclosedestimatecoverslabourand partsand carriesa six-monthguaranteeon allwork comaleted.

Youcan quoteterms in two ways:state your price and discountswith no room for negotiation,or suggestthe customercould discussthem. In the two examplesbelow,the writers makefirm quotes,indicating that methodsof payment and discountsarefixed. - Alllist pricesarequotedrot Southampton and aresubjectto a z5%tradediscountwith payment by letterof credit. - Thepricesquotedarenxw,butwe can arrangefreightand insurance(crc Hong Kong) if required.However,unlessotherwise stated,payment shouldbe madeby jo-day biII of exchange,documentsagainst acceptance. In the next two examples,the useof the adverbsnormally andusually softenthetone of the statementsto indicatethat, although the companypreferscertainterms,thesecan

53

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R eply t o a r eque rt f o r a c at alogue a n d pr ic e lis t

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' Seepage4z for the request.

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DearMrRaval Thank you for your enquiry of 31January.We encloseour Spring Catalogue and current price list quoting CIFprices LeHavre. We would like to draw your attention to the trade and quantity discounts we are offering in our SpecialPurchasessection on pp. 19-26,which may be ofparticular interest to you. Pleasecontactus if we canbe of anyfurtherhelp. Yourssincerely ':

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TimHoad

Replyto a request for a prorpectur . Seepage 4z for the request.

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DearMs Iwanami Pleasefind enclosedour prospectuscoveringcoursesfrom Julyto December.Details of feesand accommodation in London for that period are coveredin the booklet 'Living in London'which accompaniesthe prospectus. At present we still have placesavailablefor students taking the English for BusinessExecutivescoursebeginning in July,but would ask you to book as soon as possible sothat we can reseryea place for you and arrange accommodation with an English family. We are sureyou will enjoy your stay here and look forward to seeingyou. Yourssincerely I,

M.Preston(Ms) Reply t o. r r eque rt fo r gener al i n f or nr at ion page4z for ' See the request.

DearMrWymer Thank you very much for your enquiry. I enclosea cataloguegiving detailed information about our heavy goodsvehicle tyres, including the impressive results we have achievedin rigorous factory and track tests.Pleasenote especiallythe items on safety and fuel economy-the main selling points of this product. With regard to trade discounts,we can offer 25%off listprices to bona flde retailers and wholesalers,with quantity discountsfor ordersover f,20,000.00. We would be pleasedto supply any further information you require. Yourssincerely .

DarrenTreadwell

54

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Catalogues and samPles

Electronics AG flHl?,1", m.ffi. (+49)zzt3z 4z 98 Telefon Telefax(+49)zzt 83 6t z5

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YourRef:PG/AL 14Mav20-

M.Gdrardwroteto R.G. Electronics to enquire aboutc os >seepage43. Heimpliedthat hisstore wasa largeone,thathe in wasonlyinterested high-qualityproducts, andthat hemightplace ntiaI order.This a substa isthe reply.

l1.Geraro Manager DiscS.A. 251rue desRaimonidres F-86000PoitiersC6dex

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Thank you for your enquiry of 12May in which you askedabout the CDs we advertisedinthis month's edition of 'Lectron'. I can confirm that they are of high quality, and suitable for domestic recording.They are'Kolby'products,a brand name you will certainly recognize,and the reasontheir prices are so competitive is that they are part of a consignmentof bankrupt stockthatwas offeredto us. Becauseof theirlowprice, andthe small profit margin,we will not be offering any trade discounts on this consignment. But we sell a wide range of electronic and computer products and have encloseda price list giving you details oftrade, quantity, and cashdiscounts. We have sent,by separatepost, samplesof the advertisedCDsand other brandswe stock,and would urge you to placean order as soonaspossibleas there has been a huge responseto our advertisement.Thank you for your interest. Yourssincerely

R. Qer|ar-h, (Herr)R.Gerlach SalesDirector Enc.price-list

What referencesdoes HerrGerlachquote?

Why arethe cos being sold cheaply?

Doesheofferany discounts on the goods? advertised

What other material hashe sentto Disc 5.A.?

CanDiscS.A.order wheneverthey want to?

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'Selling'the product Thisisa replyto the buyingagentwho emailedGlaston Potteries>seepage44 on behalfofher principals in Canada. Asthe agentmade no reference to any particular lineof chinaware shewas interested in,anddid not mentionterms, thisreplytakesthe formof a salesletter.

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10June 20MsL.Lowe Sanders& Lowe Ltd Planter House PrincesStreet LondonECl7DO_ DearMs Lowe

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We were pleasedto receiveyour enquiry today,and are enclosingthe catalogueand price list you askedfor. Youwill seethat we can offer a wide selectionof dinner and tea services ranging from the rugged'Greystone'earthenware breakfast setsto the delicate'Ming'bone china dinner service.You can choosefrom more than fifty designs,which include the eleganceof 'Wedgwood',the delicate pattem of 'Willow', and the richness of 'Brownstone'glaze. We would very much like to add your clients to our worldwide list of customers,and could promise them an excellent product with a fust-class service.We would be glad to acceptordersfor any number of pieces,and can mix setsif required. Youwill seethat ow prices are quoted CIFto EasternCanadian seaboard ports and we are offering a special10%discount off all net prices,with delivery within three weeksfrom receipt of order. If there is any further information you need,pleasecontact us,or go to our website at the addressabove.Onceagain thank you for your enquiry. Yourssincerely

J. Muton J.Merton(Mr) SalesManager Enc. R egr s ter edN o 716481 v Ar R eBr s ter edN o r 33 53.i 3rc B

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HowdoesMr Merton drawattentionto his company's many products?

How does he imply that his companyhas an international reputation?

3 Whattermsfor deliverydoGlaston Potteriesquote? 4 Howdoeshe encourage further enquiries?

Whichwordsin the letterhavea similar meaning to the following? r range b select c timewhenorder received

Offeringan alternative

PedroMonteiro

A w h o l e s a l e ri s o u t o f stockofthe adapters that hercustomerhas askedfor,so she offers a substitute.However,the new producthasnotyet beentestedand she knowsnothingabout its performanceor safety.

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(K153, Enquiry K157units)

4 DearSr Monteiro tn

Thankyoufor youremail.I regretto saythatwe are out of stockof K153and K'l57 units,and co notexpectanotherdeliveryuntillaterthis month. fromTaiwan,butthesedo not havea Belgian 'lVeare currentlytestinga consignment StandardsInstitutestampof approvaland we wouldliketo completeour testsbeforeputting :hemon the market.We willcontactyou againas soonas our testingis completed,or when :he unitsyou requestedare available, whicheverdateis the earlier.

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Di a n eChar c ot( M m e) r,t3 l a ger I i SC har c ot S . A . R. L. : =:e du 20 ao0t79, 8-4000, Lidge : : i+32)49-240886 -: ecopie:(+32) 49-16592 =-all: [email protected]

i W hat is Mme Charcot'sproblem?

2 How doessheshow 3 ls Mme Charcot her c us t om er t hat s he r el y i n g o n h e r is concernedabout customertocontact safety? heragain?

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This is a replyto the genera en l qu iryin whic h Mr Crane,ChiefBuyerat F.Lynch& Co,askedfor certainconcessions > seePate 45. Notice how Sig.Causioof Satex doesnot turn down his requestsbut makesa counter-offer.

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v.,.rrr Vs.rif.: 6 Feb.20'rs nf D/1439 21February20Mr PeterCrane ChiefBuyer F.Iynch & Co.Ltd NessonHouse Newell Street Birmingham833EL UK

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DearMr Crane We were pleasedto receiveyour enquiry and to hearthat you liked our rangeof sweaters.We can conflrm that there would certainlybe no trouble in supplyingyou from our wide selectionof garments. We can offer you a quantity discount,which would be 5%off net pricesfor ordersoverf 2,000,but the usual allowancefor a trade discountin Italy is 159/o,andwe always deal on payment by sight draft, cashagainst documents.However,we would be preparedto review this oncewe have establisheda flrm trading associationwith you. Enclosedyou will find our summer catalogueand pricelist quoting prices crr London.We are sureyouwill find a ready salefor our productsin England,ashaveother retailersthroughout Europeand America,and we hopevery much that we can reachagreementon the terms quoted. Thank you for your interest. We look forward to hearing from you soon. Yourssincerely E. C;::ut...'t) D.Causio(Sig.) SalesDirector Encs.

DoesSig.Causio agre eto a ll Mr Crane'srequests concernrnS discounts?

58

What sort of payment doeshe askfor?

What is enclosed with the letter?

What doeshe suggestabout the method of payment in the future?

How does5ig.Causio indicatethat his companydeals internationally?

Whichwordsin the letterhavea similar meani ng to the following? , bi l lpai don presentation r reconsider , linkor connection

An estimate

e€ We."nbicyShopfitters Ltd. Ie erhone +di ,cl -.c E 9o3 z3z; ;a,i +4t (o)zo 89o3:323 !ma,r: p,ane@tvei rsncpcom

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22}une20-

Mr K. Bellon SuperbuysLtd SuperbuyHouse WolvertonRoad LondonSW167DN

illustrates Thisexample sentin anestimate formin the tabulated bodyof a letter.lt refers of backto theexchange emailmessages ) seePages23-24,when WembleyShopfitters saidtheywouldsend theirsurveyortoprovide anestimate forthisjob.

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Estimate for refitting Superbuys'Halton RoadBranch Our Surveyor,lohn Pelham,visited the abovepremiseson Wednesday 16lune, and our costing department have nowworked outthe following estimate for fixtures and fittings. This includes materials and labour. Fitting 200m of 'Contact'shelving in main shop and storeroom @f 35.00per metre

t2000.00

Erecting r5 steel stands plus shelves23m x 6m each @f,110.00

t1,550.00

laying 3,320 sq.m.'Durafloor' flooring @f,i8.00 persq.m.

f59,760.00

Rewiring; fixing power points, boxes,etc.36'Everglow' lightfittings @f,28.00each.

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t1,008.00 Subtotal f 69,418.00

plus [email protected]% tr2,748-7s TOTAT f 81.566.15 We feel sure you will agreethat this is a very competitive estimate,bearing in mind that we use top-quality materials backedby a one-yearguarantee. We can also conflrm that the job will be completed before the end of February provided that no unforeseen circumstancesarise. If you have any further questions,pleasecontact our SeniorSupenrisor, Mr Terry Mills, on the abovenumber, ext. zr. We look forwardto hearing fromyou soon. Yourssincerely

?. Lan"e. P.Lane(Mr) Director

?eg .c 'r .tor t 45'f:t "

Whatisthe subjectof this letter? lsthefiguref 69,4t8a netor a grosstotal? WhydoesMr Lane consider thisa comoetitive offer?

4 Whatmightprevent thejobfrombeing completed in February? 5 W h a ti s MrMi l l s ' s j o b title?

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Whichwords in the letter havea similar meaningto the following? r buildings b calculated c supported

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1 In salutations,use the customer'sname ratherthanDear Sir/ Madam. 2 Letthe customer know early in the letter whether or not you can help them. 3 Male surethat you have supplied all the information you think will help your customer including, if relevant, catalogues and price lists. 4 Than-kthecustomerfor contacting you, and encouragefu rther enquiries.

4

5 When giving a customer a quotation, in addition to the price quote transport and insurance costs,any discounts,method of payment, and delivery date. 6 Do not promise a delivery datethat you cannotkeep.

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Opening Payment Discou nts Delivery Methodsof delivery Packing Closing

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Ac KNowlE D G T N c A N o R D E R ADVTc EoF D E s P A T c H

64 65 66 67 68 69 7o 71

DEL AYS tN D E LTV E R Y

71

REF UST NC A N OR D E R

71 Out of stock j 2 B a dre p u tati on e 7 2 U n fa v o u rablterms 7 2 S i z eo f o rder 73 14 75

Pointsto remember

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P L AC IN GAN OR D E R

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Ordersareusually written on a company's official order form >seepage65 for an example which has a date and a referencenumber that shouldbe quotedin any correspondence referringto the order.If the orderis telephoned,it should be confirmed in writing, and an order form should always be accompaniedbyeitheracoMpLlMENrs sLrp oracovxRlNcLErrER.Acoveringletteris preferable as it allows you the opportunity to make any necessarypoints and confirm the termsthat havebeenagreed. The guide below is for an outline of a covering letter. You may not want to make all the points listed,but look throughthe guideto seewhat couldbe mentioned.

Confirmthe agreeddiscounts. - Wewould like to thank youfor the 3o% tradediscountand to% quantity discount you allowedus. - Finally,wewould liketo confi.rmthat the z5%trade discount is quite satisfactory. - .. . and we wiII certainly take advantageof thecashdiscountsyouofreredforprompt settlement. - Although we anticipated a higher trade discountthan ry%,we wiIIplacean initial orderandhopethatthediscountcanbe reviewedin the nearfuture.

Operr i ng Make it clearthat there is an order accompanying the letter. - Pleasefindenclosedour OrderNo.a45ztfor z5 'Clearsound'transistor receivers. - Theenclosedorder (No.nt54) isJor 5o packets of e4 copierpaper. - Thankyouforyour reply of 4 May regarding our email about the mobilephones.Enclosed you willfind our oficial order(No.a 56t)for ... - I would like to place a trial orderfor the 'Letherine'materialwedtscussed at the trade showlastmonth.Please find enclosed.. . p.ry rrrr.. t ConfirmtherxRMSoF pAyMENr. - As agreedyouwill draw on us at 3o days,D/A, with the documentsbeingsentto our bank, TheNational MercantileBank ... - Wewould liketo confirm that payment is to be made by irrevocableletteroJcredit,which wehavealreadyappliedtothe bankfor. - Oncewe have receivedyour advice,we wiII senda bank draft to . . . - ... and we agreedthatpaymentswould be madeagainstquarterlystatements...

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Deliver v Confirm the delivery dates. - Itis essentialthatthe goodsaredelivered beforethe beginningof November,in timefor the Christmassalesperiod. - Delivery beforez8 Februaryis afirm conditionof thisorder,and we reservethe right to refusegoodsdeliveredafter that time. - Pleaseconf.rm that you can completethe work beforethe end of March, as the opentng of the store isplannedfor earlyApril. Mpthorlr of d e I ivt,r v Many companiesuseronwARDrNG AcENTS Dseepager99who are specialistsin packing and handling the documentation to sn r p goods.Nevertheless, to ensureprompt and safe delivery it is a goodideato advisethe company onhowyouwantthegoodspackedandsent. This meansthat if the consignmentarrives Iate,or in a damagedstate,your letter is evidenceof the instructionsyou gave. - ... and pleaserememberthat only airfreight wiII ensureprompt delivery. - PleasesendthegoodsbyexpressJreightaswe needthem urgently. - Weadvisedelivery by road to avoid constant handling of thisfragile consignment. - Couldyou pleaseship by scheduledfreighter to avoid any unnecessarydelays?

P acking

A Dv rc Eo F DE s P A T c H

Advise your supplier how you want the goods packed.Note,in the first example,that crates are often marked with a sign - a diamond, a target,asquare,alion, etc.-that canbe recognizedbythesupplierand customer. - Eachpieceof crockeryis to be individually wrapped in thickpaper,packedin straw,and shippedinwoodencratesmarkedOand numberedt to 6. - Thecarpetsshould be wrapped,and the packagingreinforced atbothendstoavoid wear. - Themachinesmust be weIIgreasedwithall movableparts securedbeforebeingloaded into crates,whichshouldbeclearlymarked with your castlelogofor easyidentification.

When the supplier has made up the order and arrangedshipment,the customeris informed by means of an advicenote. This may be a form pageTo,letter,fax,oremail. 'see Although an advicenote canbe sentbyfax or email, the customer may need to present original documents (e.g.rwvorc n, bill of lading,rmsunANcEcERrrFrcarr)tocollect the consignment.Of coursethesecannot be faxed or sent by email. - Yourorder,No.o/t54/r,is alreadyonboard the SSMitsu Maru, sailingfrom Kobeon t6 May and arriving Tilbury,London, on n June. Theshippingdocumentshavebeen forwarded to your bank in Londonfor colledion. - Wearepleasedto adviseyou that the watches youordered-No.88t5t/24-willbeonflight s,a,t65leavingZurichat n.oo,9 August, arrivingManchesterry.oo.Please find enclosedair waybill oc t5t6t/j and copiesof invoice,an3fi,whichyouwillneedfor collection. - Yourorder,No.vt /t5t/c, is beingsentexpress rail-freightand can be collectedafter o9.oo tomorrow.Enclosedis consignmentnote No. n6V5j,which shouldbepresentedon collection.Youshouldcontactus immediatelv i fanyprobl emsari se' Thankyouforyou r order,and we hopewe can be offurther serviceinthefuture.

Cfosing - Wehopethat this wiII be thefirst of many ordersweplacewithyou. - WewiIIplacefurtherordersif this one is completedtoour satisfadion. - If our salestargetsare met,we shall be placingfurther ordersin the nearfuture. - I lookJorwardtoreceivingyour advice/ / confirmation. shipment/ acknowledgement A c K N o w L ED G IN G A N o R DE R As soonas a supplierreceivesan order,it shouldbe acknowledged.This canbe doneby Ietter,or by email for speed' seepage66.The following examplescan be usedin both emails and letters. - Thankyouforyour order No.g8e whichwe receivedtoday.We are now dealingwithit and you may expect deliverywithin the next threeweeks. - Yourorder No.67tz/t is now beingprocessed and shouldbe readyfor despatchby the end of this week. - Wearepleasedto inform you that we have already madeup your order,N o.99 ot / t / 5,for 5oo bed-Iinenpackets,and are now making arrangementsfor shipment to Rotterdam,

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Placingan order: cwering lcttcr

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, F. Lynch & Eo. Ltd

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F.Lynch& Co.have decided to placean orderwith Satex5.p.A. >seeprevious corespondence on pages45and58andare sendinga coveringletter with the orderform.

N ew el l S treet B ;.mi nghan! 8J 3E L Tel ephone,+44 @)z t 216 657t Fax:+44 (o)21236 8592 Lm,rrl pseepates44 and56. Therearethreeoarties involved: the Glaston manufacturers, Potteries;the buying & Lowe; agents,Sanders in andtheirprincipals MacKenzie Bros. Canada, Here,Ms Loweiswriting on behalfofher p ri nc ipals and forwardingtheir order. Noticethe instructions shegivesandnoticethat phoned shehasalready to GlastonPotteries agreetermsof payment, whichwerenot mentionedin theirletter on page56.

John Merton

1432 DearMr Merton Pleasefind attachedan order (R1432)from our principals,MacKenzieBros Ltd, 1-5 WhaleDrive,Dawson,Ontario,Canada. They haveaskedus to instructyou that the 60 sets of crockeryorderedshouldbe packed in 6 crates,10 sets per crate,with each pieceindividuallywrapped,and the cratesmarked clearlywith their name,the words 'fragile'and 'crock ', and numbered1-6. They haveagreedto pay by letterof credit,which we discussedon the phonelastweek,and they would likedeliverybeforethe end of this month,which shouldbe no problemas thereare regularsailingsfrom Liverpool. lf the coloursthey havechosenare not in stock,they will acceptan alternativeprovidedthe designsare those stipulatedon the order. Pleasesend any furthercorrespondencerelatingto shipmentor paymentdirectto MacKenzie Bros,and let us havea copyof the commercialinvoicewhen it is made up. Manythanks LindaLowe

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Whatinstructions havebeengiven aboutpacking? Whatmethodof paymenthasbeen arranged?

3 Whyshouldthere beno problemfor GlastonPotteries to deliverwithinfour weeks? 4 Willsubstitutes be acceptable if Glaston Potteries areout of stockof anyitems?

5 Sanders&Lowehave 6 completed theirjob, whichwastofinda supplier. Sowho must GlastonPotteries writetonow?

Wh i c h w o r d s i n t h e e m a i l h a v ea s i m i l a r m e a n i n gt o t h e following? a cupS,saucers, plates,etc. b large,wooden boxes

easilydamaged or broken d stated e completed

Adviceof despatch

Dear Mr MacKenzie -he aboveorder has now been completedand sent to LiverpoolDocks,where it is awaiting @ding on to the SS Manitoba,whichsailsfor Dawson,Canadaon 16 Julyarriving30 July. ,$lhenwe havethe necessarydocumentswe will transferthem to BurnleyCity Bank,your mnk's agentshere,and they will forwardthem to the CanadianUnionTrustBank.

have GlastonPotteries madeuptheMacK en zie orderandnowadvise themofdespatch. MacKenzie Broswill haveopeneda already letterof credit>see pager55at theirbank, TheC anadi an U ni on TrustBank,in favourof GlastonPotteries.The bankw i lno l w C anadi an wait untiltheyhave of confirmation fromtheir shipment agentsin England, Burnley CityBank, and willthentransfer the moneysothat Glaston Potteries canbepaid.

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'rrfehavetaken particularcareto see that the goods havebeen packedas per your nnstructions: the six crateshavebeen markedwith your name,and numbered1-6. Each crate measures6ft x 4ft x 3ft and weighs5 cwt. lrllbmanagedto get all itemsfrom stockwith the exceptionof Cat. No. G'l 6, which is only arrailablein red, but we includedit in the consignmentas it was of the designyou askedfor. llfyou need any further information,pleasecontactus. Thankyou very much for your order. We lookforwardto hearingfrom you again soon. John Merton SalesManager Gl otteriesLtd Cl B ur nleyB B 101 R Q rer +44 (0)128246125 Fax'.+44 (0)128263182 Email: j. [email protected]

3 Whatwill happen to Ho w willt he once thedocuments consignment besent? GlastonPotteries Whenisit dueto receive them? arrivein Canada?

4 WhatdidGlaston Potteries do about the itemtheycould notsupply?

5 Whichwords in the e m a i l h a v ea s i m i l a r meaningto the following? a essential b forwarded c in accordance with d apart from

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D EL A YSIN D E T IVE R Y If goodsareheld up either beforeor after they are sent,you must keepyour customer informed.Statewhat has happened,how it happened,and what you are doing to put things right In thesecasesthe speedof email is very useful.If email is not available,then fax or cableshouldbe usedasthe sooneryour customeris informed,the soonerthey cantake action.It is a goodideato keepcopiesof any messagesyou sendabout delays. - I wassurprised and sorryto hearthat your (OrderNo.n45) had not consignment you.On enquiryIfound that it had reached beendelayedby a localdisputeon the cargo vesselSSHamburg on which it had been Ioaded.Iam now trying to get thegoods transferredto the SSSamoa,which is scheduledto sailfor Yokohamabeforethe end of next week.I shall keepyou informed. - I amwriting totellyouthat unfortunately therewill be a three-weekdelayin delivery. Thisis due to afire at our Greenfordworks which destroyedmostoJthe machinery.Your orderhasbeentransferredto our Slough thereassoonas factory and wiII beprocessed possible.I apologize this delay, which is for beyondour control. due to circumstances - Weregretto inform you that there will be a delayin gettingyour consignmentto you Thisis due to the cut in suppliesfrom Gara, where,asyou may be aware,civil war broke out last week.Wehavecontacteda possible supplierin Lagosand he wiII let us know if he can help us.If you wish to cancelyour order, pleaselet us know as soonaspossible. However,I think y ou willf nd most manufacturersareexperiencingthe same dtficulties at present.

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Youmay be out of stockofthe productordered, or you may no longer make it. Note that, in either case,youhavean opportunityto sell an alternative product seepage48,but remembernot to criticizethe productyou can no longer supply. - Wearesorryto saythat we arecompletelyout of stockof thisitem and itwillbe sixweeks beforeweget our next delivery,but please contactusthen. - Weno longermanufacturethisproduct as demandoverthepastfewyearshasdeclined. - Thankyoufor your orderfor heavy-duty industrialoveralls.Unfortunatelywe have run out ofthe strengtheneddenim styleyou askedfor.Asyou particularlyspecifedthis material,wewill not offera substitute, but will inform you immediatelywe receive deliveryoJa newconsignment.This willbe within the next two months. - Wereceivedyour orderfor ACNdynamos today,but regretthat due to a strikeat the ACNfactory we are unabletofulfl it at present.Weareawarethat other modelswill not suityour requirements, but hopethat the disputewiII besettledsoonand that wewill beableto supplyyou. Wewill keepyou informedof developments.

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R EF U SIN GAN O R D E R Thereare a number of reasonsfor a company to refusean order,and someof the most common are given below.Whateveryour reason,you must be polite:the words reject andrefusehave a very negative tone, therefore it is better to usedeclineor turn down instead.

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8 a d re p u ta ti o n The customer may have a bad reputation for settling their accountsor,in the caseof a retailerof, say,electricalor mechanical products,may have offered a poor after-sales servicewhich could in turn affect a manufacturer's or supplier'sreputation. In thesecases,it is betterto indicateterms on which you would be prepared to acceptthe order,or, as in the last two examplesbelow, find a diplomatic way of saying'no'. - Wewould only beprepared to supply on a cashbasis. - Weonly supplyon payment againstpro forma invoice. - As thereis heavydemandat present,wehave veryfew of theseproducts in stockand are servingon a rota basis.Itis extremelyunlikely that we wiII be ableto deliverwithin the next fourmonths. - As our plant is closingfor the summer vacationwe would not beableto processyour orderfor the dateyou havegiven.Therefore, regretfully,wehaveto declineit. - I am sorryto saythat we must turn down your orderas we haveJullorderbooksat presentand cannotgive a definitedateJor delivery. U n fa v o u ra b l e te rn rs The suppliermay not like the terms the customerhas askedfor, either for delivery: - Deliverycannotpossiblybeguaranteed wtthinthe time given in your letter. - Two months must be allowedfor deliveryas we are dependenton our suppliersforraw materials. or discount: - Itwould be uneconomicalforusto ofrerour produds at the discountsyou suggestas we workon afast turnoverand lowprofit margins. - Theusualtradediscountist5o/o in this country which is5%Iowerthan thefigure mentionedin your letter. - Thediscountyou askedJorisfar more than we ofer any of our customers.

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or payment: - Weonly acceptpayment by letter of credit. - Weneverofferquarterlytermson initial orders,evento customerswho canprovide references. However,wemight considerthis sort oJcreditoncewe haveestablisheda trading relationship. - Our companyrelieson quicksales,lowprofi.ts, and afast turnover,and thereforewecannot offer Iong-term creditfacilities. S i re of order The quantity requiredmight be too large: - Wearea small companyand couldnot possiblyhandlean orderfor zo,ooo units. - Unfortunately,ourfactory doesnot have facilities to turn out 3o,ooo units a week. The quantity requiredmight be too small: - Weonly supplyordersforballpointpensby the gross,and thereforesuggestyou try a wholesalerrather than a manufadurer. - The shirtswe manufacture are sold by the dozenin one colour.I regretthat we neverseII individualgarments. - Ourfactoryonly sellsmaterial in 3o-metre rollswhich cannotbecut uo.

Delayin delivery P a n t o n M an u fa ctu r in g L td P a n t o nW or ks I Ho u n slo w M id cie se x ] r w6 za o*

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8 October20MrH.Majid Majid Enterprises Grant Road Bombay INDIA

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I am writing to you concerning your order,No. CU1154/d,which you placed four weeks ago.At that time we had expectedto be ableto complete the order well within the delivery date which we gaveyou of 18June,but since then we have heard that our main supplier of chrome has gone bankrupt. trtwill be necessaryto flnd an alternative supplier who can fulf.I all the outstanding contractswe have to complete.As you will appreciatethis will take some time. but we are confi.dentthat we should be able to deliver consignments to our customersby the middle of next month. The units themselveshavebeen assembledand only needcompleting. We regret this unfortunate situation over which we had no control, and apologizefor the inconvenience caused.We will understand if you wish to cancelthe order,but stressthat we are confident that we will be able to complete delivery by the middle of next month. Pleaselet us know your decisionas soonas possible.Thankyou for your consideration. Yourssincerely

D. Pantow D.Panton Managing Director

R eg,s 'i rei :' 'l o Er g and 266.c

Why havePanton Manufacturingnot completedthe order?

Whendotheynow expectthe orderto be completed?

Whatisthe'decision' referred to in the last paragraph?

How do they intend to overcomethe problem?

CanMajidEnterprises cancel the orderif theywantto?

Whichwordsin the letterhavea similar m e a ni ng to the following?

with reference to unableto payone's debts certain put together e trouble t understanding

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Refuringan order

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OrderHU14449

Attn: Eric Van Gellen

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Thank you for your order,No. HU 14449,which we receivedtoday.Unfortunately, we cannot offerthe 35% tradediscountyou askedfor.25o/ois our maximumdiscount,evenon large orders,as our pricesare extremelycompetitive.Therefore,in this instance,I regretthat we haveto turn down your order.

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DenisYork SP Wholesalersplc King'sLynn,Norfolk PE3O4SW Tel; +44 (0)1553 60841 Fax:+44 (0)I 553 60923 Email:[email protected]

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WhydoesMrYork refusethe order?

I Howdoes he generalizehis refusal?

I What isthe implicationof in this instancein the last sentence?

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I N V OIC E S A N D S TA TE M E N TS

lnvoices Proformainvoices Statements ofaccount SETTLEMENO T FACCOUNTS

Methodsof payment:trade within the UK Methodsof paymenttradeoutsidethe UK Adviceof payment Acknowledgement of payment InvoiceI Invoice2 Strtementof lccounl 8+ Adviceof paymentI 85 Adviceof payment2 86 D E L A Y E DP A Y M E N T 86 Askingfor moretime to pay 86 Replying to requests for moretime 87 R E q U E S T SF O RP A Y M E N T 8t Firstrequest 8t Secondrequest 88 Thirdrequest(finaldemand) 8g Requcrtfor moretime to mo.elame 9o Agteeing for rn ertenrion 91 Requert 92 Oflerof a compromite 93 tirlt requerl 94 Rcplyto 6rrt requcrl 95 Sccondrequelt 96 Rcplyto rc(ondrequerl 97 Thirdrcquert(llnaldemand) 98 Pointsto remember

I NVO I CE5 AN D STATEM ENT S

INvorcrs areoneof the main documents usedin trading.They are not only requestsfor payment but alsorecordsof transactions which give the buyer and sellerinformation about what has beenbought or sold,the terms ofthe sale,and detailsofthe transaction.An invoicemay be accompaniedby a short coveringletter or email offering additional information the customermight need. - Please fnd enclosedour InvoiceNo.ary5tfor tlzg.+l Theplugsyou orderedhavealready beendespatchedto you, c/r, andyou should receive them within the nextfew days (No.ou67)for t74 6o is - Theenclosedinvoice 'Layeazee' z chairs at t 54o.ooeachlessy% for trade discount.Welookforward to receiving your remittanceand wiII then sendthe chairs c/F. - OurInvoice,N o.r n y 5n 6Jor €6,78o.oo net is attached Welookforward to receivingyour cheque,fromwhichyou may deduct3%cash discountif payment is madewithin seven days.

packedand awaiting despatch. As soonaswe your chequewe will sendthegoods receive which shouldthen reachyou within aJew days. - Wearesendingthe enclosed proforma (No n gt9t)for f,j,96o gross,forthe consignment oJchairsyou orderedon approval.Wewould appreciateit iJyou couldreturn any unsold chairsby the end of May asagreed. - Proforma invoice,No.pt77t5,isfor your order, No 652u74,in confirmationof our quotation. Thetotal of f, t5,j5t includescost,insurance, andfreight.

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Ratherthan requiring immediate payment of invoices,suppliersmay offer credit seepages rt8-r35 in the form of open accountfacilities for an agreedperiodof time, usually a month but sometimesa quarter (threemonths).At the endof the peri oda sTA TE ME NoF T A ccouNT is sentto the customer,giving detailsof all the transactionsbetweenthe buyer and selierfor that period.The statementincludesthe BALANcEonthe account,whichis brought forward from the previousperiodand listed as A N d P TS IT A C C OU N T R E N D E R E D . IN V Oi C C S

A pno ronua rNVorcEis onewith the words proformalyped or stampedon it, and is used: - If the customerhas to pre-pay(i.e.pay for goodsbeforereceivingthem),they pay againstthe pro forma - If the customerwants to make surea quotationwill not be changed,the proforma will sayexactlywhat and howthey will be charged - If goodsare sent on approval,on saleor return, or on consignmentto an agent who will sellthem on behalf of the principal - As a customsdocument A coveringletter may accompanya pro forma InvoIce. - TheenclosedProforma No.tt64for f.8,25j.76 isfor your OrderNo.ct534,which is now

NorEs seepagerr areadded,while paymentsand cnrplr NorES seepagerrl are deducted. Statementsof accountrarelyhaveletters with them unlessthere is a particularpoint that the supplierwants to make,e.g.that the accountis ovERDUE,or that somespecial concessionis availablefor prompt payment, but a complimentsslip may be attached Notethe expressionns a'r (e.g.asat jt March),whichmeansup to this date. - I enclose your statementasat 3t luly. May I remindyou that your |une statementis still outstanding,and askyou to settleassoonas possible? - Pleasefnd enclosedyourstatementoJ accountas at jt May thisyear.If the balance of ft6t is clearedwithin the next sevendays, you can deducta 3%cashdiscount.

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SE T T T EME N TO F A C C O U NTS

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Me th o d r o f p a y n re n t:tra d e w i thi n th e U K

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Here is a list of methods of payment which can be used in trade within the UK.

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Bankdraft In the caseof a sarvr pnarr,the customer buys a chequefrom the bank for the amount he or shewants to pay and sendsit to the supplier. Banksusually require two of their directors'signatureson drafts,and make a small charge. Banktransfer A saNx TRANsTER is when a bank moves money by orderfrom one accountto another. Billofexchange (n/r ) transactionsthe In slrl oF EXCHANGT supplier draws a bill on the customer.The bill statesthat the customer will pay the supplier an amount within a statedtime, e.g.thirty days.The bill is sent direct to the customer or paid through a bank.If the bill is a srcnr pnerr, the customerwill pay immediately (i.e. on'sight'or presentation).If the bill is arERM DRAFrthe customersigns (accepts)thebill beforethe goodsare sent and payslater. pages47-154for moreon bill of exchange ' See transactions. Cheque The customermust havea CURRE NT AccouNT,or certaintypesof savrncs eccourvr, to pay by cheque >seepagesr38-r39. Chequescan take three working daysto clear through the commercialbanks,and can be open,to pay cash,or closed(crossed), to be paid into an account. Credittransfer In th e c a s eo f c R E D rrrR AN SrE R S ,the customerfills out a bank crno slip and hands it in to a bank with a cheque.The bank then transfers the money to the supplier. Debit/ creditcardpayment Dnnrr andcnEDrrcARDpaymentscanbe made either direct on the phone,or on the Internet.

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letter ofcredit A l rrrrn or cR E D rr(l f c) i sadocument issuedby a bank on a customer'srequest, ordering an amount of money to be paid to a supplier. Paymentsby letter of credit can be made within the UK,but this method is more common in overseastransactions >seePage79. Cashon delivery (coo) is a serviceofiered CesH olu DELTvERy bythe PostOffice.Theywill delivergoodsand acceptpayment onbehalf of the supplier. PostOfficeGiro The PostOfficeGiro system allows a customer to senda payment to a supplier,whetherthey have a PostOfficeGiro account or not. Postalorder Posrar oRDERscanbe boughtfromthe Post Office,usually to pay small amounts, and sent to the supplier direct.They can either be cRossED,inwhich casethe money canonly be paid into the supplier'saccount,or Ieft openfor the supplierto cash. Methodr of payment; trade outri de the U K Banktransfer The customer orders a bank to transfer money to the supplier'saccount.If telegraphed,this is (rr). The known asa rE LEGRAeHTc TRANsFER Interbank Financial Societyfor Worldwide Communications(swlrr) offersa twentyfour-hour international bank transfer service. Businesses in EuropeanUnion(ru) countries often usethe swrFr system.Paymentsare subjectto r u directives,e.g.transfershaveto be made within six days. Billofexchange The procedureis the same as that for trade in the UK, but shipping documents usually accompanybills when the bank acts as an intermediarv in international transactions.

Cheque It is possibleto pay an overseassupplierby cheque,but it takesa long time beforethey get their money.In a transactionbetween businessesin Germanyand the UK,for example,the suppliercouldwait up to three weeksfor payment. Documentary credit When a letter of credit is accompaniedby shipping documentsit is calleda D o c u M xN T A n Yc n r p rr. T h emo neyi s creditedto the supplier'saccountas soonas confirmationof shipment is made. Seepagest55-'166formoreon documentary credittransactions International bankdraft An rN rrn re rro N Ar B AN KD R A rr i s a cheque which a bank draws on itself and sellsto the customer,who then sendsit to their supplier. The supplier'sbank shouldusuallyhaveeither an accountor an agreementwith the customer'sbank I moneyorder Internationa (l tvros) I N rn n rrl a rIo N ALMo N Ey o R D ER S can be bought at most banksinthe UK and are paid for in sterling or dollars.Thebank fllls out the orderfor the customerthen, for a small charge,handsthe IMo over,and the buyer sendsit to the supplier.Iuos can be either cashedor creditedto the supplier'saccount. lnternationalPostOfficeGiro Paymentby InternationalPostOfficeGiro can be made when either the customeror supplier, or both, do not havebank accounts.An order for the amount to be paid is fllled out at a Post Office,which forwards it to the Giro Centre The Giro Centrewill sendthe amount to a Post Officein the supplier'scountry,where the supplierwill receivea postalcheque.They can then either cashit, or pay it into a bank account Girosare chargedat a flat rate. Promissory note A pnours s oRy Norx is,strictlyspeaking,not a method of payment but simply a written promisefrom a customerto a supplierthat the

former will pay the amount stated,either on demand or after a certain date In effect,a promissorynote is an rov (I oweyou).

Correspondence advisingpayment, particularly in the UK,tends to be short and routlne. - Wehavepleesurein enclosingour postal order/ cheque/ bank draftJor fin payment of your statementInvoiceNo.dated... - I haveinstructedmy bank today to transfer ft,t6t.ooto your accountin paymentoJyour 31Maystatement. - Wehavedrawn a chequefor fz67.ooin payment of your InvoiceNo.tzjt datedz August Thiscan bepaid into your accountor cashedat any PostOfi.ce.

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Correspondence confirming payment in trade transactionsoutsidethe UK maybe more complicatedif you want to make specific points. - Thankyoufor your prompt delivery.Please find enclosedour draJtfor t4841 drawn on EastlandCityBank,Sommeryille.Couldyou please acknowledge receipt? - Wewouldliketo informyouthatwe have arrangedfora credittransferthrough our bank,the Hammergsbank,Berg en,Jor t 3,tzo in payment of InvoiceNo.nt64t. Couldyou conrtrmthe transferhasbeenmadeassoon as the correspondentbank advisesyou? - Wehavepleasurein enclosing our bankdrafi f,5,t4t.5j as payment on Proforma Invoice for No.55t2.Pleaseadviseus when the goodswill beshippedand are likelyto reachBarcelona. - Youwill bepleasedto hearthat we have accepted your bill and now havethe documents.Weshall collectthe consignment assoonas it arrivesin Bonnandpayyour bill onthe dateagreed. - Our bank informsus that they now havethe shippingdocuments,and wiII betransferring theproceedsof our letterof creditto your account.

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gementof payment Acknowled

G A

Correspondenceacknowledging payment also tendsto be short. - Thankyoufor your draft / credittransferfor fin payment of our statement/ invoice No.dated... - Our bank advisedus today that your transfer oJfg,76t.oowascreditedto our account. Thanky oufor p aying sopr omptly,and we hopeto hearfromyou again soon. - Wereceivedyour Giro slip today informing us that you hadpaid tt,tz6.oo into our account in settlementof invoiceNo.r,4t. Thankyou for letting us know,and we lookforward to hearingfromyou again in the nearfuture. - Thankyoufor sendingyour draftfor invoice No.tt87t sopromptly. Wefeel sureyou wiII be pleasedwith the consignmentand look forward to receivingyour next order. - Wereceivedadvicefrom our bank this morning that your transferfor invoiceN o. ntt64thas beencreditedtoour account.We would liketo thankyou, and would bepleased to helpif you needfurtherinformation,or would liketo placeanotherorder. - Our bank informedus today that you acceptedour biII (No.sz zz5l andthe documentshavebeentransferredto you.We aresureyou wiII bepleasedwith the consignment. - TheNippon Bank in Tokushimahave told us that the proceedsofyour letter of credit have beencreditedto our account.Thankyoufor your custom,and we hopeyou wiII be in touch wtth us again.Wehavepleasurein enclosing our newsummercatalogue.

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G&RHffiectrFse*Ltd tnvorce 35HillStreet Seacroft Leeds LS14 1N D

+44 (o)u3 64or8r Telephone +44 (o)ttl 6$7 8z Facsimile [email protected] InvoiceNo. 81951 To P.Gwent & Co.Ltd

43 RingRoad LeedsLS162BN

Thisis a relativelysimple invoice.Note the additionforValueAdded Tax (var) and PosrAGE P&P). A N D P A C K T N(G The lettersrgor at the bottom mean ERRoR5

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AN D OM ISSION S

E xcE P TEi nDother ; ' words,if thereisa mistakeon the invoice, the supplier hasthe right to correctit by askingformoremoney orgivingarefund.

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YourorderNo. L57/5

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Description

Total

40

RVA250volt plugs @55p.each

t26.OO

AddvATl7.5%

L4.55

Addp&p

t4.oo [34.55

E&OE

Registered LondonNo.n5662 vA r R eg.N o.154662219

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lnvoiee2 Thisinvoiceis rather lt is morecomolicated. from Claston Potteries to their Can ad ian MacKenzie customers, Bros.lt would be sent with copiesand shipping documentstoThe C anad ianUn ionTrust B ankvia the Burn ley B ank.wh oa re agentsin MacKenzie's the UK.These documentsprovethat a shiomenthasbeen madefrom Claston Potteriesto MacKenzie Brossothat the C anad ianb an kcan no w releasethemoneythat MacKenzieBrossaid they would pay in their will letterof credit.There alsobe a dd ition al chargesthat MacKenzie B roswill pa yth eirba nk f or ha nd lingthe transaction. It might be helpfulto refer backto enquiry, reply,order,and advice r seePa8es44,56,68, and 59. Youwill seefromthe i nvoicethat c rr charges havebeendeducted from the grossprice.This is becauseunderUK law the customermust be told exactlywhat they are payingfor.Andin t his ca secr r h asa lso beendeductedsothat the ro% specialdiscount can be taken offthe net

c,ayre,rlIBun,ey BBio,F,., T$

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Invoice No.1096/A3

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11July20-

MacKenzieBrosLtd 1-5 Whale Drive Dawson Ontario CANADA

YourorderNo.R1432 Qu a n tity

D escri pti on C at.N o

i eaei r

35 10 15 10

Earthenware Wedgwood Bone/Tea StaffordshireRed

Rt94 wl6l T2l s73

CIF LessCost& Freight Liverpool-Dawson LessInsurance 10%discountoff net price

set 1,925.00 set 475.00 set 345.00 set 526.00

@ 55.00 @ 47.50 @ 23.00 @ 5260

3,271.00

3,271.00 3U.00 292.O0 2,632.00 LessDisc

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Total

2,368. 80

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Which reference w ould Ma cKe nzie Brosusewhen referringto this invo ice ?

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What doesthe s ign@ m eanin t he calculations? What isthe net total ofthe invoice?

4 What chargeshave beentaken offthe grossprice?

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How haveGlaston Potteriesindicated they havethe right to correctthe invoiceif there is a mistake?

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Statementof account

Furniture Ltd Telephone: +44 (o)r52826755 Fax:+44@)t628 26756 Email: accou [email protected] k Registered No.r85r439r London var No z3r61883r

TibStreet Mai denhead B erkshi re s L6 5D 2 UK

3i May 20C.R.Mendez SA Avda del Ej6rcito 83 E-48015Bilbao

Date

Item

Debit

Credit

B al ance

20-

f

+

f

L

lMay

Account Rendered

2May

Inv.18992

8May

D/N 311

12May

Cash

14May

Inv.18995

20May

c/N c517

25May

Cash

270.00

260.00

530.00

52.00

582.00 100.00

720.OO

Thisstatement isan accountofthe transactions that took placeoverthe monthof MaybetweenSeymore Furniture andtheir customer. C,R. M€ndez. Youwill seethat a debit note(o/tt 3rr)anda creditnote(c/r.rC5r7) areIistedaswellasthe i nvoices theycorrected. Therearealsotwo paymentswhich are listedhereascash, althoughtheword chequecan alsobeused in this context.

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482.OO 7,202.OO

80.00 600.00

1,122.00 522.00

E.& O.E.CashDisc.3% if paidwithin7 days

HowmuchdidC.R. M€ndezoweat the beginning ofthe month? Howmuchwasthe errorin theirfavour?

Whatdidtheypay d u ri n g th em o n th ?

5 H o w w i l l thei rrJune statement ooen?

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Whatwasthe totaI amountof their purchases during May?

6 lsthereanallowance for payment withina certaintime?

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Ad vic e of p Jym0nt I Thislettercontinues previous correspondence r pagezt!(enquiry), 'ee (replyand page 58 quotation),pages54-55 (order),and pages66-67 (theemailmessages acknowledging the orderandadvising despatch). Thecustomer, Mr Craneof F.Lynch& Co., usesthisconfirmation of payment to askforthe termsof paymentto be revised >seealsopage rr8.lf you lookbackto page58,youwill seethat saidthey SatexS.p.A. wouldreviewtheterms aftera while.Notice howtheletterbegins of with confirmation payment, thenstatesthe present arrangement, t he a n dfinallym ak es nextordersubjectto Mr Causio accepting the newterms.The Ietteris firm,butstillpolite. Forthiskindof corresoondence a letter than ismoreappropriate anemailmessage.

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i erepl .cne:+44l oJzt z 1' o6r,1' . Fax +44 (o):r 236 859 : E-.rai r.ocrane@l yncirco uk Yi r \\^.ij y nC l i ac ffr

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OrderI4463 16lune 20-

SatexS.p.A. Via di PietraPapa 00146Roma ITALY

Attn Mr D. Causio DearMr Causio Thankyou for being so prompt in sendingthe documentsfor our last order, No.14463.We haveacceptedthe sight bill, and the bank should sendyou an advice shortly. We have been dealing with you on a cashagainst documents basisfor over a year and would like to changeto payment by 4o-day bill of exchange, documentsagainst acceptance. When we flrst contactedyou last Februaryyou told us that you would be preparedto reconsiderterms of payment oncewe had establisheda trading association.We think that sufficienttime has elapsedfor us to be allowed the terms we haveaskedfor. If you needreferences, we will be glad to supplythem. As we are planning to send another order within the month, could you pleaseconfirm that you agreeto thesenew terms of payment? Yourssincerely

Pe,ter {t'a.t',a, PeterCrane ChiefBuyer

84

Adviceof payment2

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Thi semaial l so previous continues correspondence >seepage44 (enquiry) page56(reply),page58 (order),page69 (advice of despatch), andpage 8z (invoice). MacKenzie Brosusethe emailboth to confirmpaymentand to makea complaint aboutthe packing >seealsopagesroo-rt6, ln Notethat MacKenzie x0, Broswill accepteither 3 g replacements forthe o brokencrockery or a o 3 creditnote.Claston c, = Potterieswillclaim on theirinsurance company forthebreakages, althoughtheymight not getcompensation as theyhavebeen negligent in their packing.

6

blb haveinstructedour bank to arrangefor a letterof creditfor €6,158.92to be paidagainst tour pro forma invoiceNo. G1'152iS.The proceedswill be creditedto you as soon as CanadianTrustreceivethe documents. We usuallyask you to wrap each pieceof crockeryindividuallyand pack no morethan ten sets intoa cratpto allowfor easy and safe handling.This was not donewith our last consignmentand as a consequencetherewere breakages(see attachedlist).We would like eitherreplacementsto be includedin our nextshipment,or your creditnote. RichardMacKenzie

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DELAYED PAYM ENT

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This is an areaof correspondence where you must useyour own judgement about how confidentialthe information is.Would an open systemlike email or fax be satisfactory,or shouldyou senda letter?Thesesituationscan be sensitive. If you arewriting to a supplierto explain why you havenot clearedan account, rememberthat they are mainly interestedin whenthe accountwill be paid.So,while you must state why you have not paid, you must alsoexplain when and how you intend to pay. Beginthe letter with your creditor'sname (this should alwaysbe done once correspondence has beenestablished,but it is essentialin this case:if you owe someone money,you shouldknow and usetheir name). Referto the accountand apologizein clear, objectivelanguage(i.e do not useoverelaboratelanguagelike P/easeforgive mefor not settlingmy indebtedness toyou).Noticethe verbsclearand settle(an account)are used ratherthanpay. - I am sorrythat I wasnot ableto clearmy luly accounl - Weregretwewereunableto senda chequeto settleour accountfor the last quarter. Explainwhy you cannot clearthe account,but do not be dramatic - Thedock strikewhich hasbeengoing onfor thepast sixweekshasmadeit impossible to shipour products,and asour customershave not beenableto pay us,we havenot beenable yet. to clearour own suppliers'accounts - A warehouse flood destroyedthe majority of theZenithgoo components.We arewaiting for our insurancecompanyto settleour claim sothat we can renewour stockandpay our suppliers. - Wewerenot ableto settlethe account becauseof the bankruptcyoJone of our main customersThedebtwasconsiderable and its losshas made it dtfi.cultfor us to pay our suppliers

86

Noticein the last exampleabovethat there is no referenceto the bankrupt customer's name,nor how much they owed.It would be unethicalto givethis sort of information. Also noticehow the debtorgeneralizesthe situation,explaining that other suppliers havenot beenpaidyet. Youmay be ableto pay somemoney oN AccouNr, i.e.to pay part of what you owe. This showsa willingnessto clearthe debt,and will gain your creditor'sconfidence - Wewill try to settleyour invoicewithin the nextfour weeks.Meanwhilethe enclosed chequeJorf,z,soooo ispart payment on account. If you cannot offer a part payment, give as precisea dateof payment asyou can. - Oncethe strikeis over.whichshouldbe within the nextfew days,we will beableto clearthe balance. - As soonas the insurancecompanysendsus compensation, we will settlethe account.We to be within the next two weeks expectthis

Therearethree possibleways in which you might reply to a requestfrom a customerfor more time to settlean account:you may agree to their request,refuseit, or suggesta compromlse Ifyou agreeto the request,a short letter is all that is needed. - Thankyoufor your letterconcerningthe outstanding balanceony our account. I sympathizewiththe problemyou have had in clearingthe balanceand amwilling to extendthecreditfor another sixweeks. Wouldyou pleaseconfrm that the credit will besettledthen? - I wassorryto hearaboutthe dtficulties you havebeenexperiencingin getting componentsto completeorders,and realize that without salesit isdifi.cult to settle outstanding accounts. Thereforey our account hasbeenextendedanothermonth,but I will haveto insiston payment by the end of July

If you refusethe request,you will needto explain, politely, why you are refuslng. - Thankyou for your letterexplainingwhy you cannotclearyour lanuary statementfor appreciateyour dfficulty, but we f,2,t67.54.1 ourselveshaveto pay our own suppliersand thereforemust insiston paymentwithinthe next ten days.Welookforward to receiving your remittance. - With referenceto your letterof 6 August in whichy ou explained why th e outstandtng invoice,No.vn 88ryo c, hasnot beencleared, we understandtheproblemsyou havebeen However,it facing in the currentrecession. wasbecauseof thepresenteconomicclimate that we allowedyou a two-monthperiod to settle,and while we would liketo ofreryou moretime to clearthe balance, our own position makes this impossible fnancial we must askyou to settlethe Therefore, accountwithin the next fortnight. An offer of a compromise(for example paying part of the money)will alsoneedan explanation. - Thankyoufor writing to let us know why theMay accountis still outstanding. Unfortunately,we cannotextendthe credit any longeraswealloweda considerable d iscountfor pr o mpt p ayment.N evertheless, in viewof the dificultiesyou havebeen having with your two major customers,we arepreparedto compromiseand suggest that you clearhalf the outstandingbalance immediatelyby sendinga chequefor and clearthe remainderby the f,4,87t.oo, end of next month. Welookforward to your remittanceand conf.rmationthat the balanceof the accountwill beclearedin IuIy. - I wassorryto hearaboutthe strikewhichhas heldupproductioninyour plantfor thepast few weeksand understandwhyyou need moretime to clearyour account. when we allowedopenaccount Nevertheless, terms,we emphasizedthiswason condition balanceswereclearedpromptly on duedates as creditfacilitiesput a strain on our own cashJlowsituation However,because of your previouscustomwith us we are quite willing

to allowyouto clearhalf the balance,[5,t89, by sendingus a sight draft,seeenclosedB/ n No.898tot,and clearthe outstandingamount by acceptingthe encloseddraft a / r No. 898to8,drawn at 3o days WelookJorward to receivingyour acceptance and confrmation.

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R E OU E S TSFOR P A Y ME N T

Neverimmediately assumeyour customers haveno intention ofpaying their accountifthe balanceis overdue.Theremay be a number of reasonsfor this: they may not havereceived your statement;they may havesent a cheque which hasbeenlost;or they may havejust overlookedthe account.Therefore,a first requestshouldtake the form of a polite enquiry Tryto make the letter impersonal. Youcan do this by using the definite article, e.g.theoutstandingbalanceinsteadofyour outstandingbalance;usingthe passivevoice, e.g.to beclearedinsteadof whichyou must clear; and modifying imperatives,e.g.should insteadof must.Thefirst examplewill give you an idea ofthis style. - Weare writing concerningthe outstanding Octoberaccountfor $qt 6j (copyenclosed), whichshouldhavebeenclearedlastmonth. Please couldyou contactusand let us know why the balancehasnot beenpaid? - Wethink you may haveoverlookedinvoice No.5arytofor f,j5t 95 $eecopy)whichwas duelastmonth.Couldyoupleaselet ushavea chequeto clearthe amountassoonas possible? If payment hasalreadybeensent, pleasedisregardthis letter.

6

If a customerintendsto pay,they usually answera flrst requestimmediately,offering an apologyfor having overlookedthe account,or an explanation.But if they acknowledgeyour requestbut still do not pay,or do not answerat all,then you can make a secondrequest.As with flrst requests,you should includecopies

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Agreeingtomore time Thisisa replyto the previousletter.Herr the Schubert accepts requestandasksfor paymentassoonas possible.

DVBIndustries GmbH

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Correnstrasse z5o D-4oooo M0nster Tel:(+49)z5t-866t3 Fax:(+49)z5l-goz7r Email:[email protected]

20January20-

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MsD.vanBasten Director D.vanBastenS.A. Heidelberglaan2 Postbus80.115 NL-3508TC Utrecht DearMsvanBasten Thank you foryour letter of 15January regarding oru November statement and Decemberinvoice No.7713. We were sorryto hear aboutthe difficulties youhavehad, andunderstand the situation. However,we would appreciateit if you could clearthe account as soon as possible,as we ourselveshave suppliersto pay. We look forvvard to hearing from you soon. Yourssincerely

Diptu Schnbut DieterSchubert Director

90

Requestfor an ertension

L. Franksenplc

F'lt'l re of \tal es R oad 5lreffield s94E x Tefephcrne,44 1o\74z z 4789 lax +44 lo) 742 z5tca E mai l f ranksenl ( i ' r.rk co rrf

ln this letterthe customerasksfor his bill ofexchangetobe extendedfor another sixty days.

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19May20MrD.Bishkin ZenithS.A. Haldenstrasse118 3000Bern22 SWITZERTAND

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DearMrBishkln

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I regret to inform you that I will not be able to meet my bill, No.B/E 7714,for 35,498.00SF due on 6 June. My government has put an embargo on all machine exports to Zurimba, and consequentlywe have found ourselvesin temporary diffi.cultiesaswe hadthree major cashconsignmentsforthat country.However,Iam at presentdiscussingsaiesof theseconsignmentswithtwo large Brazilian importers,and am certainthat they will take the goods. Could you allow me a further 60 daysto clear my account,and draw a new bill on me,with interestof, say,6%addedforthe extensionof time? I would be most grateful if you could help me in this matter. Yourssincerely

LeoFranJ:r,vt LeoFranksen Director

Whatexpression doesMr Franksen use insteadof payl Whatisan embargo?

HowdoesMr Franksen intendto getthe moneyforthe cargohecannotsell to Z u ri mb a ?

Whatsolutiondoes hesuggest to the p ro b l em?

Whichwordsin the letterhavea similar meaning to the following?

a b c d

rO not permanent c o large g quantityofgoods a o 5 (e.g.a bill prepare / of exchange cheque)

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I n this ca seMr Bish ki n, t he sup plie r,ha sth e legalright to presentthe billto his b an kfo r payment,thenif it is not paid,callalawyerto pnoresrthe bill,i.e . oreventMr Franksen ot sno no un truc it (denyingthat it was presentedfor payment). Thecostsofthis procedureare paid by the customer.However, the customerin this case has not saidthey will not pay,but cannot pay at oresent.lf Mr Bishkin to forcedMr Franksen pay,theresultmight be bankruptcy, and all Mr B ishkinwou ld g et is a percentageof his customer'sdebtslikethe other creditors.This couldbe as smallasfive per cent of the tota I debt.5ohe doesnot want to forcethe bill on yet.On the Mr Franksen ot her h an d.h e ha s waited long enoughfor his money,andcannot be expectedto wait anothersixtydays,even with the interest offered.Inhis replyto Mr Franksenhe offers a compromtse.

ZerritlrS.A.

23May20Mr L.Franksen L.Franksenplc Princeof WalesRoad Sheffield59 4EX UK DearMr Franksen BiIl No. B/E 7714 I was sorryto learn about the embargoyour governmenthas placedon exportsto Zurimba and of the problemsthis has created.However,the abovebill already allows credit for 40 days,and although I appreciateyour it is offer of an additional 6%interest on the outstanding 35,498.00SF, impossible for me to ailow a further 6o days' credit as i myseif have commitments. I think the following solution might help us both. Youneednot add intereston the presentamount,but I have encloseda new 49.0OSF, dr aft (B/ E773t) f or 17,7 which is half the out standin g b alance,and will allow you 4o daysto pay it. But I expectyou to pay the remaining t7,749.ooSFby banker's draft . Pleaseconfirm your acceptanceby signing the enclosedbill and sendingit to me with your draft by return of post. I hope that your negotiations with the Brazilian importers have a positive outcomeand trust that this setbackwiII soonbe resolved. Yourssincerely

N.Bishkin (Mr) Director Enc.BiIl B/E7731

l sM r B is hk in sympatheticto Mr problem? Franksen's

92

Why does he say he cannotwait a further sixty daysfor payment?

Doeshewantthe six percentinterest addedon? Whatcompromise doeshesuggest?

Howwillhe know that Mr Franksenhas acceptedhis offer?

Flnt requot

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fry'y3nntln3 oparxcount trcllltht g4g tlnnlJr. Crr{fl Seepaget5o for another example.

Number Exchangefor _A) _ At _$)_paythis

_fu) _to theo

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/ placedtoaccount

Currency and value of the bill of exchangein fi.gures Date the bill is completed J VVhenpayment is due,e.g.sight; o/s after sight; on a particular date,e.g.rz October 204 If only one bill of exchangeis required,you write sola.If more than one is required,write ,rst; and on the secondline before the words to the orderof,v'nlte secondof sametenor and date unpaid.This means there aretwo copiesof this bill, i.e.a second(tenor) copy. The drawee only signs (accepts)one copy of thebill. 5 Name of sellerwriting the biil (the drawer) orthe name of anothernominatedperson 6 Write in words the currency (e.g.eurosor yen) and the amount,e.g.fwenf thousand writtenin (r) 7 Left blan-kunlessthere is a specifiedform of words to be wrltten,e.g.payable atthe current rate of exchangefor banker'sdrafts in London 8 Name and addressof the person or comPany the bill is being drar,rmon, i.e.the drawee 9 Enterthe name of the company (the drawer's name); name and position of the person signingthe bill (the signatory)

r48

Pantontrntrtrclu'hlttd pantmyvorkr lHounrlol ! Mlddlcer atAAtt-rr,w6,r^ irw6 zre

Fanron

AdvbinS.tcrp.td of I bill hntorr xnfur,nB ha*mpaetEdtofu foraDutdto#|s Ttryrwdrrecth custolsth-UE ageedtf ddelge has been rert-

rlr..psoNr +44(o]2o835;oD5 faesrMr!{ +aa(o)ro83536783 EuArLd.panton@pannran seepager58to them a n d t h e n p r e p a r et h e letter of credit to suit the importer's requirements.

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.rJPLICANT iI]I-N LDAL INCORPORATEI) ]i] BOX 666, BROADWAY KONG -.I\G N AccoRDANCE WITII INSTRUCTIoNs REcEIvED FRoM THE DOWNTOWN BANK & TRUST CO. WE EEREBY ISSUE IN YOUR FAVOUR A DOCUMENTARY CREDIT FOR GBP4106 IFOUR THOUSAND ONE EUNDRED AND SIX POUNDS STERLINGI AVAILABLE BY YOUR DRAFTS !T SIGET iDR lOO% CIF

INVOICE VALUE ACCOMPANIED BY TEE FOLLOWING DOCUMENTS: .

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SIGNED INVOICE IN TRIPLICATE

2l

FULL SET OF CLEAN ON BOARD sHrppING COMPANY'S BILLS OF I-ADING MADE OUT TO ORDER AND BLANK ENDORSED. MAR(ED "FREIGIIT PAID" AND "NOTIFY WOLDAL INC., PO BOX 666, BROADWAY, IIONG KONG'' INSURANCE pOLICy OR CERTIFICATE IN DUPLICATE, COVERING MARINE AND WAR IUSKS UP TO BUYER'S WAREHOUSE. FOR

3)

INvoIcE VALUE oF THE GooDs PLUS 10Zo COVERING TEE FOLLOWII{G GOOI'S: . 4OO ELECTRIC POWER DRILLS To BE SEIPPED FROM !{OT LATER TEAIV PARTSEIPMENT

EONGKONGCIF

TO

LoNDoN

1OTH AUGUST 2OO2 TRANSEIPMEI{T

NoTPERMITTEI)

TEIS CREI,IT IS AVAILABLE

FOR

PRESENTATION TO US

UI{TIL

NOTPERMITTED

3lSTAUGUST2OO2

DOCUMENTS TO BE PRESENTED WITIIIN 21 DAYS OF SHIPMENT BUT WITHIN CREDIT VALIDITY. DRAFTs DRAWN HEREUNDER MUsr BE MABKED "DRAWN UNDER BARGLAys BANK PLC LoNDoN T.S.C. CREDIT NUMBER El\1Dc70844 WE UNDERTAI(E THAT DRAFTS AND DOCUMENTS DRAWN UNDER AND IN STRICT CONFORMITY WITE TEE TERMS OF TEIS CREDIT WILL BE HONOURED. UNLEss 6TEERWISE STIPULATED ALL DoCUMENTS SEoULD BE ISSUED IN TEE ENGLISH LANGUAGE OTEERWISE THEY MAY BE DISREGARDED. THIS CREDIT Is SUBJEcT To THE UNIFoRM CusToMs AND PRACTICE FoR DocUMENTARY CREDITS (1993 REvrsroNl, NUMBER 5OO

Who will receivethe money? W hichdocume ntsare i nvolvedbesidesthe letterof credit?

3 W hat s pec ialc laus e is mentionedin the insurancepolicy? 4 Cant hegoods be movedfrom one ship to another?

ICC PUBLIcATIoN

5 What isthe valueof the credit?

8 Who openedthe letterof credit?

6 When isthe letterof creditvalid until?

9 Cantheexporters s h i p t h ec o n s i g n m e n t in differentlots?

7 W ho i s t h e i s s u i n g bank?

l0 What does the consignment consistof?

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Fromthe exportcrs to the confirming bank now DeltaComputers acknowledge Eastland Bank'sletter,andsend themthedocuments for andtheir theyasked draft.

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MrP.Medway EastlandBank plc 40lAldgate london EC12DN DearMrMedway

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Thank you for your adviceof 15May. We have now effected shipment to our customersin New Zealandand enclosethe shipping documentsyou asked for and our druftfor L23,lO0which includes your discount, commission,and charges. Will you pleaseacceptthe draft and remit the proceedsto our account at the MainlandBank, Oxford Street,LondonWlA 1AA. Yourssincerely ..

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N'. ^tttffil.t N.Smith SeniorShippingClerk Enc.Bill of lading (3 copies) CommercialinvoiceCIFWellington (2copies) AR Insurance certiflcate for L24.2OO Draft2152/J

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SniOment of yourorderNo.8815

DearMr Tanner ltt

The aboveorderhas beenshippedcleanaboardthe NorthernCross, due in Wellington 12 Ju ne. The shippingdocumentshavebeenpassedto the EastlandBank,London,and will be forwardedto the NewZealandBank,Wellington, who willadviseyou.

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As agreedwe havedrawnon the EastlandBankat sixtydaysaftersightfor the netamountof (twentythreethousand,one hundredpoundssterling)whichincludesthe bank's f 23,'100.00 discount,commission, and charges. Ne i l Sm it h Se n i o rS hippingCler k DeltaComputersLtd We l l i ngbor ough, NN84H B,U K Tel.:+44 (0)193316431121314 Fax:+44 (0)l 933 20016 Email:[email protected]

1 When isthe consignmentlikely to arrivein New Z ealan d?

2 What has happened t ot he s hipping documents?

I How hasthe Eastland Bankearnedmoney on the transaction?

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Fromthe importers'bankto the importers TheNewZealand Bank N.Z. nowadvises Machines that Business theiraccount hasbeen debited, andthatthe documents arereadyfor hehas collection.When Mr the documents, Ta n ner will beablet o takedeliveryofthe computers.

MichaelTanner

DeltaComputers DearMrTanner Bank,London,accepted In accordance withyourinstructions of 3 May,ouragents,Eastland a draftforf23,100 drawnby DeltaComputers Ltdon presentation of shippingdocuments for a consignment sentto youon 24 May. Wehavedebitedyouraccountwiththeamountplusourchargesof $NZ350.Thedocuments arenowwithusandwillbe handedto youwhenyoucall. lanClose NewZealandBank

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Adocumentary credittransaction2

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Fromthe importersto the exporters T h i se m a i l , f r o mt h e im porters,International Boats,in Londonto the exporters,Lee Boatbuilders, in Hong Kong,isthe first stepin our secondexamoleof a documentarycredit transaction.Notethat lnternationalBoatsask for a certificateof origin, which they needsince they intendto re-export the dinghiesto France, which is an eu country. Notealsothat they will usetheir bank'sagentsthe confirmingbank-to verifythe qualityof the boats.

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OrderNo.90103 De a rMr Lee We metyourrepresentative, Mr TomChai,at the EarlsCourtBoatShowin Londonlastweek, and he showedus a numberof yourdinghies,and informedus of yourtermsand conditions. We were impressedby the boats,and havedecidedto placea trial orderfor ten of your craft, CatalogueNo.NR 17.fhe attachedorder,No.90103,is for deliveryas soonas possible. As Mr Chaiassuredus thatyou couldmeetany orderfromstock,we haveinstructedour bank,NorthernCityLtd,to opena confirmedirrevocable letterof creditfor f 10,300in your favou[andvaliduntil1 June20-. 31 l lr

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Our bankinformsus thatthe creditwillbe confirmedby theiragents,Cooper& DealMerchant Bank,PekinRoad,HongKong,onceyou havecontactedthem.Theywillalsosupplyus witha certificate of qualitywhenyou haveinformedthemthatthe orderhas beenmadeup and they haveinsoectedit. Youmay drawon the agentsfor the fullamountof the invoiceat 60 days,and yourdraft shouldbe presentedwiththe followingdocuments: Six copiesof the billof lading Fivecopiesof the commercialinvoice,CIF London Insurancecertificate for t10,540 (A.R.) Certificate of origin Certificate of quality The creditwillcoverthe invoice,discounting, and any otherbankcharges.Pleasecableus confirmingthatthe orderhas beenacceptedand the dinghiescan be deliveredwithinthe next six weeks. Regards AndyValour International BoatsLtd v!

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Fronn the exporters to the importers

Dock23,Mainway HongKong Telephone +852385t62 Fax+852 662553

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NorthernCity,who a re lnternationalBoats' bankers,havenow notifiedtheir agentsin Hong Kong,Cooper& Deal,wh oh avein tu rn advisedLeeBoatbuilders that the creditis Mea nwh ile availab le. have LeeBoatbuilders emailedlnternational Boatsconfirmingthat they haveacceptedthe orderand can deliver within six weeks.They follow this by sendinga fax,advisingshipment.

Focsimilc

lee Bootbuilders Ltd

From J.Lee To Andy Valour,International BoatsLtd,London Fax +44(0)2088344431, SubjectYourorderNo.90103 Date 6May20Noofpages2

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DearMr Valour OrderNo.90103 We arepleasedto inform you that the aboveorderhasbeenloadedon to the MV Orfent,which sailstomorrow and is due in Tilbury on 3 June. The dinghiesand their equipmenthavebeenpackedin polystyreneboxes in ten separatewooden cratesmarked1-10,and bearingour brand ^4. The shipping documents(seelist attached)havebeenhandedto Cooper& Deai,Hong Kong,with our draft for f 10,300at 60 D/S.This coversall charges and discounting.Cooper& Dealwill forward the documentsto Northern City Bank,who will adviseyou within the next few weeks. We have supplied the certificate of origin that you askedfor. However,we wonderedif this was for re-exportingpurposes?We shouldpoint out that your customerswould only be coveredby the guarantee if the boats are not modified in any way,asthis would be outsidethe guarantee'sterms. Pleaseconfirm delivery when you receivethe consignment. Thankyou for your order,and we hope you will contactus again in the

future. Yourssincerelv

JohnLu, JohnLee Director

Whe n is th e consignmentlikelyto arrivein London? Ot4

166

How havethe dinghiesbeen packed? What does6opls mean ?

Who areCooper& Deal,andwhat role do they playin the tra nsaction? W hat willt he NorthernCityBank adviseInternational Boats?

o Wh a t s h i p p i n g document(apart from the bill of lading,commercial invoice,and i nsurancecertificate) do International Boatsrequire?

Whatrestrictions do put LeeBoatBuilders ontheirguarantee?

Whichwords in the fax havea similar m e a n i n gt o t he following? a s m a l l o p e nb o a t b provided c warranTy d altered

Pointsto remember E a n k r i n th e U X Therearevarioustypes of bank in the UK which ofier a wide range of banking facilities for domesticcustomers,businesses, and internationaltrade.

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I nte rn a ti o n a l b a n k i n g 1 Thetwo main methodsusedin settling accountsin international trade arebills of exchangeand documentarycredits.These involvebanksin both the importers'and the exporters'countries.

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2 Bills of exchangecan be at sight,i.e.payable on presentation,orafter sighf,i.e.payableat a stipulateddatein the future. The exporters can sendthe bill to the importersdirect,or to their bank with the documents,and will obtain either payment on presentationor acceptanceagainstthe bill. 3 The advantagesofbills of exchangearethat exporterscan get the money immediately if the bill is discounted,and importerscan obtain credit if the bill is not a sight draft. The disadvantagesarethat a bill ofexchange may be dishonoured,and it is relatively easy to cancelan order. 4 A confirmed irrevocabledocumentary credit cannotbe cancelled,and the importers'bank and its agentguaranteepayment.With discountingfacilities,exportersdo not have to wait for their money if the bank agrees that they can draw againstthe credit. Importersareprotectedby the shipping documents,e.g.a certificateof inspection.

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TY P E 5o F A G E N G Y

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Brokers houses Confirming Exportmanagers Factors Distributors Commercialagents Buyingagents

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FI N D I N G A N A G E N T

17o Opening 17o Explainingwhatyouwant 17o Closing 171

OFFE R TN G A N A GE N C Y

171 171 171 171 172 172 172 172 172 172 173

Opening Convincingtheprospectiveagent Soleor exclusive agency Areato becovered Commission Settlementof accounts Supportfromthe principal Delivery Durationofthe contract Disagreements anddisputes Delcredereagents

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AS K T N GF O RA N A G E N C Y

17) 173 173 ExAlrPrEs 174 175 176 177 178 179 r8o t8t r8z r83 r84

Opening Convincingthe manufacturer terms Suggesting Offerofanagency Agent'sreply,askingfor moredetails Manufacturer's reply,givingrnoredetailr Replyto an offerof an agency Requestforanagency Replyto a requestfor an agensy Offerfrom a buyingagent Replyto a buyingagent'soffer Agent'rreport Accountsales Pointsto remember

T Y P ESOF AGE N C Y

€onfirminghouses

AcENrs and AGENcIx s usuallyrepresent companies.There are many kinds of representation,but in this unit we deal mainly with buying and selling agencies.However,it is usefulto look aswell at other areaswhere companiesact on behalf of their clients,as thesewill be referredto later.

Cowrrranruc Housn s receiveordersfrom placethem, and arrangefor packing, overseas, shipment,and insurance.They sometimes f.nanceor purchasethe goodsthemselves, then resellthem to the client.Theymay act oN coMMrssroNbut , i f buyi ngoN rH E rRow N Ac c ou Nr will make a profit on the difference between the ex-works price (the price from the factory) and the resaleprice they quote the importer.

Brokers Bnorr ns usuallybuy or sellgoodsfor thelr pRINcInALS(thecompaniesthey represent) but rarely handlethe consignments themselves.Therearevarioustypes of broker: - Brokers/ aEALERIon a srocK Er:HANGE buy and sellsharesfor their clients.The clientsaskthe brokerto buy or sell sharesfor them, and the brokertakesa commissionon the purchaseor sale. - Shipbrokers arrangefor shipsto transport goodsfor their clients.They operatefrom their offices,or on the BalticExchangeor one of its branches.> Seepagesr9?-r99 for more on this topic. - InsurancebrokersarrangeinsurancecovER with urpr nwnrrr ns,who pay compensationin the eventof a loss. >Seepageszzz-z3gtor moreon this topic. - Commoditlrbrokersbuyand sellbulk commodities,e.g.cocoa,tea,coffee,and rubberonthe coMMoDITYMARKnrson behalf of their clients.Metal brokersdo the sameon the Metal Exchange. Thereare other exchangeswhere companies usebrokersto representthem, either because the companydoesnot havemembershipof that exchange,or they want to usethe broker's specializedknowledgeof the market. Buyers,sellers,andbrokerscommunicateby meansof telephone,email,cable,or fax as prices in the markets tend to fluctuate quickly - evenby the minute in the caseof bullion and foreign currency.

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10 E rport manatert If a companydoesnot havea branch in the country it is exportingto, they can appoint an export manager,who will deal under their own name but usethe addressof the company represented.The exportmanager'sjob is primarily to developthe market for the exporter,and managersmay chargea fee for this serviceor arrangefor a proflt-sharing schemewith the exporter. Factors Facron s can buy and sell or.rrHr tn owrrt AccouNT (i e.intheir ornmnames),receive payment,and sendaccountsto their principals They often representcompanies exporting fruit or vegetables. Facronrrvc is the processwherebya companybuys the outstandinginvoicesof a manufacturer'scustomers,keepsthe accounts, andthen obtainspayment.NoN-REcouRsE lAcroRrNG involvesthe buying up of outstandinginvoicesand claiming the debts. If the buyer (the manufacturer's customer) goesbankrupt,the factor has no claim.In REcouRsErecronrrc, the factorwill claim from the manufacturerlf the customercannot pay.

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[)r\1r rr)r]r ( )r.. Drsrnr suror s buy goodsfrom an exporter then sellthem on their own accountfor a nrnfil-ThperkTznf4gsofthisisthatthe sxporter has only one customer in that market

possi bl etermsforthei rpri nci pal s, andwillt ry to flnd the most competitiveratesin shipping and insurancefor them. Buying housesoften act on behalf of large stores. Theorderssenttobuyingagentsarecalled INDE Nrs and are of two types: oer r

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b e c a re fu l i n s e l e c ti n g d i s tri butorsi norderto ensurethe best sales. A distributor is expectedto keepthe exporterinformed about the market snrt nn+ to sellproductswhich competewith the exporter's.Distributorsare alsoexpectedto havea network in the area,providetraining for technicalstaff,and supply after-salesservice whenandwherenecessary.Anexportermight make enquiriesabout a distributor before signinga contract. T h e e x p o rte rw i l l re fe ral l enqui ri estothe distributor,supply conditionsof saleto distributorsand their customers,ofier promotionai material,and provide rNDEMNrrrEs(insurance) for guaranteeson the goodsthe distributorsells.

suppl i er,andcl osE D orspE crrrcrN DENr s, where the supplieris named bythe principal.

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Tel i theorgani zati onw hoyouare' - Wearea largemanufacturingcompany speci al i zi ngi n... -W eareoneofthel eadi ngproducersof ... - Youprobablyassociateour name with the manufactureof chemicals/ textiles/ busines: machines/ furniture ...

An o th e rn a me fo ra c o M M E R crA LA GE N Ti s a c o MMIS SIo na c l x r.A c ommerci al agent nevertakestitle to the goods,i.e.neverowns them like a distributor,but is the intermediary or'middleman'between the exporterand the customers. co m m e r cia la g e n tsr e p r e se nta

manufacturer,obtaining goodsand then resellingthem. They may buy the goodsfrom the manufactureron consignment:this means that they do not own the goodsbut sellthem on for a commission.Commercialagentscan be solr or ExcLUSIVEacnrrrrs,i e the only agentallowedto sella particularmanufacturer's productsin a specifledcountry or area.

FIN D IN G A N A GE N T It is possibleto find an agentthrough the internet, or by advertisingin rnaor ro URNALS.Othermethods includecontacting governmentDErARTMENTS oF TRADEinyour own country or the country you wish to export to,or consultingcHaune ns oF coMMERcE, coN S U LA TE S ,TR A D E A S S ocTA TToNS, oT banks.The guide below providessome suggestionsfor ways of dealingwith this kind of correspondence. ( rl ,, r i rt, ,

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- Weare lookingfor an agentwho can representus in . .. - Wewouldlike to appoint a soleagent in Taiwanto act on our behalfselling. . - Ouraim isto identiJyan established compd-., who can representus. . ( - l ( ) \tl l .'

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Bu v rw c AGE N rs ,o rBU y rN GH ousrs,buy goodson behalf of a principal and receivea commission.They are employedto get the best

170

cl osebysayi ngthatyouw oul dbegrat ef ulf c: anyhel p. - Wewould begrateful if you couldsupplytis with a list of possibleagents

- Wehopeyou canhelp us,and lookforwardto hearingfromyou. - Thankyou in advancefor your help.Welook forward to receivingyour recommendations. O F F E R IN GAN AGE N C Y Onceyou haveobtainedthe namesand addressesof prospectiveagents,you canwrite to them direct.Belowis a guidefor manufacturers offering terms to a prospective ageru. O pe n i n g Tellthe agenthow you obtainedtheir name. - Youwererecommendedto us by the Saudi TradeCommissionin London. - Mr Eric Stolemanof the SwissExport Departmenthastold us that .. . Explainwho you are. - Wearean establishedcompany manufacturing... - Weare the leadingexportersof ... - Weareone of the main producersof chemicals/ textiles/ businessmachines/ furniture ... Con v i n c i n g th e p ro rp e c ti v e a g ent Convincethe agent that the products you make are worth handling and will sell in their market. - YouwiII seefrom our cataloguethat we offer productswhich a wide rangeof well-designed are hardwearing,Iight, easyto use,andfully guaranteedfor oneyear. - Ourpricesareextremelycompetitivefor a product of this quality.Our researchshowsus that thereis a growing demandfor this productin your country,and we aresurethat onceour brand is establishedit will becomea market-Ieader. - TheZenithzooo is the resultof manyyears' researchand development,and we are confdent that it wiII quicklyovertakesalesof the competingbrandsat presentavailablein the Swedishmarket.

S ol e or excl uJi ve agen(y

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- Wewill not restrictthe agent by offeringa soleagencyaswe havefound that this limits our own salesand,in addition,issometimes awkwardforthe agent. - Weare offering an exclusiveagency, ensuring that you wiII not havecompetition from other agentsoperatinginthe area specife d in the contract. - Wecannotofferan exclusiveagencyfor Austria at present.However,if the agencyis successful, we may reconsiderthe situation in thefuture.

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It shouldbe establishedwhether you are going to dealwith your agenton a coNsrGNMxNr sas r s,when the agentwill not own the productsyou sendbut will sellthem for a commission,or whether you want to supply the agent as a distributor to re-sellto customerson their own account.in which case the agentwill decideon resalepricesand take the profitsfrom the sales. - Generally,we do not dealon a consignment preferour agentsto buyour basis,but productsontheir own accountTheyusually prefer this methodas it provesmore proftablefor them and allowsthem greater freedomin determiningprices Notethat the useof the wordgenerallyinthe aboveexampleleavesthe offer opento negotiation. A rer to be covered Make it clearwhat areathe agencyis for. - Youwill havesoledistribution rightsfor the whole of France,which wiII giveyou an excellentopportunillrto establisha highly proftable market. - Initially,we will giveyou a soleagencyfor the Lazioregion,but if salesaresuccessful, we will extendthat to other regions. - As exclusive agentsyouwillhaveno competitionin Northern Germany,therefore with efectivesellingyou shouldbe auaranteeda substantialreturn.

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Somefirms offerterms straight away in an initial enquiry while others wait until they havehad a replyfromthe prospectiveagent. When offeringterms,you shouldmake them soundas inviting aspossible. - Theagencyweare ofreringwiII beon a commission basis,and aswearevery interestedin getting into the Frenchmarket, we arepreparedto ofrer5%, plus a substantialadvertisingallowance. - As this wiII bea soleagency,we areprepared to ofer a generouscommissionas compensation, and a reasonableallowance expenses. for - As aninducementtotheagentweappoint,we wiIIbeofferinga n% commissionon netprices.

Exportersshould always allow sometime for unforeseenproblemscausedby delays,public holidays,etc.It is alwaysbestto quote a realisticdeliverytime. - Providingthereare no unforeseendelays,we wiII beable to deliverwithin sixweeksfrom receiptof order. - Wewouldlikeyouto maintainadequate stocksof our threemain ranges,bearingin mind that we wiII beableto deliverbetween two andfourweeksof receivingorders. - Deliveryshouldnot take longerthan three weeksif we havethe itemsin stock.

5 t' ttl t' rrtl rrt c tt .rrc l r r rt' . - Ordersshouldbesentto us directfor shipment,and we will arrangefor customers to pay us Youmay issueus with quarterly/ monthly statementsof account,which will be paid by sightdraft at the bank oJyourchoice - Customers shouldpay usdirecton eachsale by letteroJcredit,and we wiII remityour commission by bill on submission of your monthly / quarterlyaccount.Creditis not to be offeredwithout our expressconsent. 5 L r llPe r l

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Prospectiveagentswill want to know what support you will give them in their efforts to sellyour products. - Ourproductscarrya one-yearguaranteeand wewiII replaceanyfaulty item carriagepaid. - As you know,our company offersafull aftersalesservice,whichis essentialin establishing the reputationof our brands,andyour customersneedhaveno worriesabout spare parts or maintenance. - Wecan offeryou additional expenses of tt5,ooo per annumJoradvertising.ThiswiII be reviewedafter a year and increasedif we think saleswarrant it.

172

L)ur.rti onof tl rt corrtr,rtt Thelength of time for the contractis usually discussedafterthe agencyhasbeenagreed. - ThecontractwiII befrom t Marchfor one year,and providedbothpartiesagree,wiII be renewedforafurther year in 2o-. - Wefeelthatninemonthsshouldbeenough time to decidewhetherthis arrangementis likelyto besuccessful, and will draw up the contract accordingly. frst - Subjectto our mutualagreement,the contract w ill be renewed annuallv. l

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Provisionis usually madefor disagreements and disputes.This,too,would not appearin an initial letter,but in correspondence confirming the agency,and,of course,in the contract. - In the caseoJdisagreementoverconditionsc, payments,the matter wiII besettledby arbitration. - Weagreethat disputesovercontractsshould bedecidedaccordingto Americanlaw. Note:annrrnATroN is when a neutral organizationsettlesproblemsbetweenthe principal and agent.A chamberof commerce or trade associationoften actsas arbitrator.

Del c re d e re a g e n ts DEr cnEprnr AGENTSguaranteeacustomer's debt'del credere'(in the beliefthat) the customer can pay the exporter.In other words, if the customer cannot pay the exporter,the agent is responsiblefor the debt.Forthis guarantee,the agent is paid a prr cREDxRx C O M MISSION.

- Wearepreparedto ofreran additional25% del crederecommissionif you arewilling to guarantee custome rs'debts. - In additiontothen% commission on net sales,wewill offerafurther 3%del credere commissionif you arewilling to deposit f,to,oooasa securityto guaranteeaII customers'debts. A S K I N G F O R AN A G E N C Y Belowis a guideto correspondence when offering to act as a manufacturer's agent. O pen i n g Explain who you are and how you found out about the manufacturer's product. - Youwererecommendedto us by our associates, LindusProductsLtd,of Lagos,who told us that you werelookingJor an agentto representyou in Nigeria. - Weare contactingsuppliersof medical equipmentinyour countrywith aviewto actingas their representatives herein Saudi Arabia.Yourname wasgiven to us by the British Consulin leddah.Wealreadyimport medicalsuppliesfroma numberof diferent countries,butareparticularly interestedin you the nno machinesand scanners manufacture. Conv i n c i n g th e ma n u fa (tu re t Youneed to convincethe manufacturer that there is a market for their product in your country or area,and that you are the best personto developit.

- Asyou know,Germanyis extendingits Jarmingareaswiththeaidof nv grantsto farmers. Wehavemany contactsin the governmentwhowill directus to large-scale farms and enterpriseswhich are in the market for your products. - Because we havealreadyestablishedbusiness relationshipswith hospitalsand clinicsin SaudiArabia,we areconfidentthat we arethe bestcompanyto representyou. The developmentof the healthservicemeansthat generousgra.ntsto clinicsand hospitalshave increasedthedemandfor the type of equipmentthat you manufacture.

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S uggesti ng terms You may want to leavediscussionof terms until you know that the principal is interested in your request.But there is no harm, evenin an initial enquiry in describingthe terms on which you normally operateand askingif they would be acceptable. - May we suggestthe termson which we usuallyoperateto giveyou an ideaofthe sort of agencycontractwe havein mind?We generallyrepresent ourprincipalsas iv ibut or exclus e distr sfo r Ger many,buying productson our own account,wtth an initial contractrunningfor oneyear,renewableby mutual agreement.Weexpectmanufacturers to offeradvertisingsupportin theform of - in Germanand English- and brochures catalogues, and in return wepromiseour customersafull after-salesserviceandtwoyear guaranteeson all products.Therefore,we would expectafrst-classspare-partsservice with deliveryforbothproductsand spare parts within six weeksof receiptof order.We wouldpay you directby 4o-day biII of exchange,documentsagainstacceptance. Ifthis type of agencyinterestsyou, please contactus sothat we can draw up a draft aqreement.

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MrJ ay des c r ibes his company, theirproducts, andthe typeof agency he isoffering.Notehow he'sells'the agency.

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4 May 20S.A.ImportersLtd AIManniWay Riyadh SAUDIARABIA

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Mr MohamedA1Wazi,of the SaudiArabian TradeCommissionin London, informed us that you may be interested in acting as our agent in your country.

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As you will seefrom the enclosedcatalogue,we are manufacturers of highquality glasswareWeproduce a wide selectionof products from moderately pricedtablewarein toughenedsmokedglassto ornate Scandinavianand Japanesedesignedlight coverings. We alreadyexport to North and SouthAmericaand the FarEast,and would now like to expandinto the Middle Easternmarket,where we know there is an increasingdemandfor our products. The type of agencywe are looking for will be able to coverthe whole of SaudiArabia.We are offeringaTO%commissionon net list prices,plus advertisingsupport.Therewould be an additional 2.5%del credere commissionif the agent is willing to guaranteethe customer'saccounts, and he may offer generouscredit terms oncewe have approvedthe account. This is a unique opportunity for someoneto start in an expandingmarket and grow with it. Therefore,ifyou believe you havethe resourcesto handle a soleagency covering the areamentioned, and feel that you can develop this market,pleasewrite to us as soonaspossible. Yoursfaithfully

Nk^h,o/ar/,eu t

NicholasJay Managing Director Enc.Catalogue

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Whorecommended the agency to British Crystal?

What commissions couldthe prospective agentearn?

WheredoesBritish Crystalexportto at present?

Are BritishCrystal offeringthe ptospectiveagent anyaddit ionalhelp?

Whatmusthappen I Whichwordsin the beforethe agentcan letterhavea similar offergoodcredit to the meani ng termsto customers? following? a toget bigger W hatdoyouthi nkMr b range Jaymeansby < speci al 'resources to handlea soleagency'?

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Agent'sreply, askingfor more details

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10 Jear Mr Jay -nank you for your letterof 4 May in which you offeredus a sole agencyfor your productsin SaudiArabia. =irst,let me say that we can handlean agencyof the type you describe,and we agreethe :emand for good qualitychinawareis increasinghere.Howevel beforewe can takeyour offer -urtherwe needthe followinginformation:

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1. Paymentof accounts.Wouldcustomerspay you directin the UK, or wouldthey pay us, and we in turn settlewith you afterdeductingour commission?How would paymentbe arranged?Billof exchange,lefterof credit,or bank draft? 2. Delivery.Wouldwe hold stock or wouldyou supplycustomersdirect?lf you supplydirect, how longwould it take for an orderto be made up and shippedonce it had been received? 3. Advertising.You mentionedthat you would helpwith advertising.Couldyou give us more details? 4. Disputes.lf a disagreementarisesoverthe terms of the contract,who would be referredto in arbitration? 5. Lengthof contract.How longwould the initialcontractrun? In our view threeyearswould allow us to estimatethe size of the market. lf you can send us this information,and possiblyenclosea draftcontract,we couldgiveyou our answerwithinthe nextfew weeks. MohamedKassim Director S.A. lmportersLtd Riyadh Tel:(+966;135669 Fax:(+96611 34981 [email protected]

I Whatsortof agency is BritishCrystal offering?

lsMr Kassim confident about selling Bri ti s h products Crystal's in hiscountry? Doeshesuggesta methodof payment?

4 H o w l ongdoes he want the agencyto ru n ? 5 What isa draJt contract?

5 Whichwordsin the emai have l a si mi l ar meani ng to the following? a subtracting b argument c first

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Manufacturer's rcply,givingmore details Mr Jayprovides the information Mr Kassim asked for,andencloses a draftcontract.

C LA ZIE RH OU S E .C R E E NLA N E .D E R B YD E l 1R T T ELE pH oN E :+44 (o)r312 4579o. FA csrMrLE :+44 @)t332 5t977 E mai l :j ayn@crystaI com . w w w .bri ti shcrystaI com

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Thank you for your email. As you requested,we enclosea draft contract for the agencyagreement. Youwill seethat we preferour customersto pay us direct,and usually deal on a letter of credit basis. You would not be required to hold a large stock of our products,only a representativeselectionof samples.We can meet ordersfrom the Middle Eastwithin four weeks of receipt. Advertising Ieaflets and brochureswould be sent to you, but we would also allow f 2000 in the flrst year for publicitl4 which could be spent on the type of advertising you think most suitable for your market. In our other markets we have found that newspapersand magazinesare generallythe best media. The initial contract would be for one year,subject to renewal by mutual agreement.Disputeswould be settledwith referenceto EUlaw. If you have any further questions with regardto the contract,or anything else,pleasecontactme. I look forward to hearing from you. Yourssincerely

Nkh"o/"a.rtay J/

NicholasJay Managing Director Enc.Draft contract

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Howwould payBritish customers Crystal?

Wouldcustomers be suppliedfrom 5.A. lmporters' warehouse? Whatsortof advertising material doesMr Jayoffer?

176

4 H ow l ongw oul dthe runinitially? agency 5 Whatdoesmutuol agreementmean?

Whichwordsin the letterhavea similar meani ng to the following? a typical b fulfil c dependi ngon

Replyto an offer of an agency

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Allison & Locke Irnporters Ltd.

Ro o m s zr - 2 8 Ro th e r m e d e Ho u se F e stp :te Str e e t

T el ephone+44(o)2o7636 9o1ol rl 2/314 F ax +44 b)zo 786 gzTt F mni l mal l i son@al l ock co uk

London

Cable ettoc:< London

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Thisletteris a replyto an offer of an agency,but the prospective agent is askingfor the termsto be changed.

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17October20SrF.Iglasis IglasisLeatherManufacturing SA EnriqueGranados109 Barcelona Spain

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We are interestedin the offer you made to us in your letter of 8 Octoberto act as soleagentsfor your leather goodsin this country.

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While we agreethat there is a steady demand for high-quality leather cases and bagshere,in our opinion the annual turnover you suggestis too optimistic. We estimate that half the figure you quoted would be more realistic.In view of this, the 6% commissionyou offer is rather low, and we would expect a minimum of 10%on net invoice totals. With regardto payments,we feel it would be preferablefor customersto settle with us direct, and we would remit quarterly account salesdeducting our commission.However,we are preparedto leavethis matter open for discussion. FinaIIy,we would be willing to hold the stockyou suggest,but if there is a rush of orders,asthere may be now we are nearing Christmas,you would needto shortenthe deliverydateyou quotedfrom six weeksto three weeks from receiptof order. If theseconditionsare acceptable, then we would be pleasedto take on an initial one-yearcontractto act asyour soleagents. I iook forward to hearing from you. Yourssincerely

M. AL'.;..r0r,,, M.Allison(Mr) Director D 'e.'. I€: i '.

s i '! Al l r s on B Lo:'E l .r r i or

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i' AT i \'c 2?2 515573

Whatsortof agency is5r lglasis offering? Whyd o eMrA s llis on t hinka si xp e rc ent commission israther low?

Which matter is he preparedto negotiate? Why might delivery datesbe a problem?

How longwould the initialcontractrun? lf you were Sr lglasis, what concessions do you thinkyou could maketo meet Mr Allison'sterms?

? Whichwords in the letter havea similar m e a n i n gt o t h e following? a the leastamount r sendmoney ; reduce

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177

6

Requestfor an agency

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Inthisemail,Brian Glough,Directorof a retail Britishmotorcycle isas k ing an ch ain, Americanmotorcycle manufacturer,HartleyMasonInc.,if hecan represent themin the UK.Mr Gloughdescribes hiscompany,tells Mr Masonwherehesawhis product,convinces him that thereisa market, terms. andsuggests

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JackMason

DearMr Mason in Wearea largemotorcycle retailchainwithoutletsthroughout theUK,andareinterested your theheavytouringbikesdisplayed on standat theMilanTradeFairrecently. Thereis an increasing demandhereforthistypeof machine. Salesof largermachines have increased bymorethan70o/o inthelasttwoyears,especially to the30-50agegroup,which wantsmorepowerful bikesandcanaffordthem. Wearelookingfora supplier whowillofferusan exclusive commission agencyto retailheavy machines. At presentwe represent butonlysellmachines upto a numberof manufacturers, 600cc,whichwouldnotcompetewithyour750cc,1000cc, and1200ccmodels. Weoperateon a 10o/o 3%delcredere commission basison netlistprices,withan additional if required, commission andwe estimateyoucouldexpectan annualturnoverin excessof t2,000,000.Withan advertising allowance wecouldprobably doublethisfigure. usuallysettlewithusdirect,andwe payourprincipals on a Ourcustomers bybillof exchange quarterly basis. f, Youcanbesurethatourorganization wouldofferyoufirst-class representation andexcellent sales,andguarantee thesuccessof yourproducts in thiscountry. I lookforwardto hearingfromyou. BrianGlough Director Glough& BookMotorcycles Ltd Nottingham NG13AA,UK Tel.+44(0)115 77153 Fax:+44(0)l1548865 Email:[email protected]

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gend

Mr Masonisinterested sal, i n Mr Gl ough'propo s butwouldoreferhimto actasa distributor.

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10 Eear Mr Glough -liank you for your emailof 1 March.We were pleasedto hear of your interestin our heavy nuringmachines. R,egarding the type of agencyyou suggest,I shouldpointout that we neveruse exclusiveor :cmmissionagenciesas we havefoundthat they tend to be ratherrestrictivebothfor :urselvesand our customers.We rely on distributorswho buy our productson theirown accountand then retailthem at marketpricesin theircountry.We offera 30% tradediscount cff net list pricesand a further5% quantitydiscountfor salesabove$100,000.Our terms of caymentare 60 D/S bills,D/A if the customercan providetrade references.

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As far as publicityis concerned,you may be interestedto hearthat we havearrangedfor an extensivecampaignin Europe.lt beginsnext monthand featuresour heavymachines.We are sendingdealersthroughoutEuropebrochures,leaflets,and posters,and this will be followedup by TV advertisingin May. I hopeyou will be interestedin the terms outlinedhere,and lookfonryardto hearingfrom you. Bestregards JackMason President Hartley-MasonInc. Ch i ca g o , lll. (+1)312818532 Telephone: Fax:(+1) 312349076 Email:j. [email protected]

1 Whydoesn't Hartley-Mason offer soleagencies? 2 Whatarethey p l a n ning t o do in Europe?

3 Whataretheirusual termsof payment? 4 Whichwordsin the e m a i hl a v ea s i mi l a r meaning to the following?

s el di l recttothe p u bl i c prices charged in a competitive market continued with

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Ofrerfroma buyingagent Thisletterisfrom a buyingagentin the UK askingiftheycan represent a Frenchstore. Goodbuyingagents havea first-class knowledge of a country, its products,andthe prices mostcompetitive on the marketfor goods, freight,andinsurance. Forthis reasonthey oftentakea commission o n c r r inv oic ev alu e s ra t her t han NE Tr Nvo rc E V A L UE S .

L. Dobson & e*. Ltd

RoyalParade Plymouth P L r4 8 G +44(o)r75:3rz6r Telephone Fax +44@)t7523r7o8 EmailI dobson@dobco uk

8 June 20-

Vivas S.A.R.L. 138rue Cimarosa F-75006Paris For the attention ofthe Chief Buyer DearSir / Madam

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I am replying to your advertisement in the trade magazine Homecarefor a buying agent in the UK to representyour group of storesin France. My company already actsfor severalcompaniesin Europeand America. We specializein buying domesticappliancesand other householdgoodsfor these markets.We have contactswith all the leading brand manufacturers, so are able to obtain heavily reducedexport pricesfor their products.In addition, we can offer excellent terms for freight and insurance. Our usual commissionis 5%on CIFinvoicevalues,andwe make purchases in our principals'names,sendingthem accountsfor settlement. We can keep you well informed of new products that come on to the market, sending you any information or Iiterature that we think maybe helpful. I have enclosedour usual draft contract for you to consider.I hope you will be interested in our terms, and look forward to hearing from you. Yoursfaithfully l-(.1

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LeonardDobson Managing Director Enc.Draft agreement

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TheFrench company is interested in takingon L.Dobson & Co.,but is not happywiththeir proposal to chargefive percentcommission on ctr invoiced values.

r38rue ClmarosaF-75oo6Parls Tel:(+33)| 46 o3r3og Fax (+33)r 46 o3r9 3r Email:[email protected]

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MrLeonard Dobson [. Dobson& Co.ltd RoyalParade PlymouthPtl4BG UK

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DearMrDobson Thank you for your letter in replyto our advertisementinHomecare. Although we are interested in your proposition, the 5%commission you quote on CIFinvoice values is higher than we are willing to pay.However, the other terms quoted in your draft contract would suit us. We acceptthat you can get competitive ratesin freight and insurance. Nevertheless,we do not envisagepaying more than 3%commission on net invoice values,and if you are willing to acceptthis rate we would sign a one-yearcontract to be effective as from LAugust. We can assureyou that the volume of businesswould make it worth accepting our offer. Yourssincerely

Martp, Vayercnp MarieVarenne(Mme) ChiefBuyer

DoesMmeVarenne concede that Dobson & Co.'s usual commission is iustified?

lf Mr Dobsonaccepts MmeVarenne's counter-proposal, howlongwouldthe contractbefor?

HowdoesMme 4 Whichwords in the Varenne suggestthat letter havea similar herofferisworth m e a n i n gt o t h e considering? following?

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ASeirt'rE?ort Hereisa reportfrom an agentwho issending an accountsalesto a British publisherfor booksshe hassoldon hisbehalfin Asia.The South-East agenttakesadvantage of the letterto makean enquiry.

5ri SilomRoad Brngkok Thailand

International TradingCo.Ltd Telephone +66 287549 Focstmrle +66 z 4859 Cablelnl]ad Em otI l.chathng@ |nt rad.co.th

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4April 20-

MrJ.Trevor Educational Books Ltd 187 Springfield Road Chatham KentME45SN

UK DearMrTrevor Wearesubmittingour accountsalesforthe consignmentdeliveredexOrianna.\ouwillfindourdraftf.orf-4,196.60 enclosed,which isforthetotal saleslessourcommission at 10%andcharges. a

A number of booksellershere have enquired about the availability of scientific textbooks and classicfiction vwitten in a simplified form of English and suitable for intermediatelevel students. If you publish anybooks of this kind, pleasewouldyou send us details?If not, we would appreciateit if you could put us in touch with a publisher that specializesin this kind of book.

Yourssincerely

L. chailtr4j t. Chailing (Ms) Enc.Account salesand draft

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Aceountrelcs ACCOUNT S AI . ES

International TradingCo.Ltd By 5trSilomRoadI BangkokI Thailand

4April20-

T h i ss h o w st h e a m o u n t InternationalTradingCo. receivedfor selling bookson behalfof Educationa I Books,less chargesand commission.

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Inthe matter of booksex-MV Orianna,soldforthe accountof Educational BooksLtd,Chatham,Kent,England.

10

No. of copies

Title

Priceper copy

100

English Dictionary

f 14.00

f1,400

50

Adv.Eng.Studies

t600

100

International English

trz.00 t10.00

80

Eng.for Proflciency

f10.50

t840

70

Eng.for rst Cert.

L9.60

L672

90

Beginning English

t10.40

L936

[1,000

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t5,M8

LessCharges OceanFreight

t260.o0

DockDues,etc.

f154.00

Marine Insurance

f189.60

CustomsTariff

f103.00

Commission@IOo/oon t544.80 t5,448.0O LISS FINALTOTAI

L7,251,.40 t4,196.60

Signed

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Pointsto remember 6

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1 If you are offering an agency,convincethe agent that your products are worth selling andwillfind a markdt intheir area. 2 Beclear about the type of agencyyou are offering, for example exclusiveor nonexclusive,on a consignment basis on the agent's account. 3 Ofier terms and suggestways of settling accounts.Be positive about the support that you, the principal, can provide for your agenr.

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4 If you are asking for an agency,convincethe manufacturerthat their products willbe well represented.

186 t86 t8 6 r86 186 r8 6 r86 t86 t8 6 EX AMp L E s t8 8 189 r9 0 191 1gz 193 194 195 196

Road,rail, and air transport c H A R A crE R rsrrcs Roadtransport R a i tra l n sport Air transport D o c U ME N TA TIoN R o a dtra n sport Railtransport Air transport Ge n e ra l R e q u e sfor t a quotati onfor del i veryby road Qu o ta ti o nfor del i veryby road A d v i c eo f del i very C o m p l a i ntof damagei n del i veryby road R e p l y tocompl ai ntof damage C o m p l a i ntto the carrrer R e q u e sfor t a quotati onfor del i veryby ai r O_ u o ta ti on for del i veryby ai r A i rw a y b i l l Shipping

197

T YPES OF V E S S E L

197

SHT PPING OR GA N tZA T|ON S

197 The ShippingConference 197 The BalticExchange

EXAM p L ES

198

SHT PPT NG D OC U ME N TA TTON

198 198 r9 8 198 198

Freightaccount S ta n d a rdshi ppi ngnote Bi l lo f l a di ng Letterof indemnity Pa c k i n gl i st

199

SHIPPING Ll A B l LrTl E s

199

F ORWARD TN G A GE N TS

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Re q u e stforfrei ght

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R e p l y tor equestforfrei ghtratesand sai i i r' gs Bi l l o f l a d i ng l n s tru c ti onto a forw ardi ngagerrt F o rw a rdi ng agent' senqui ryforfrei ghtrates Sh i p p i n gcompany' srepl y C o n fi rm a ti on of shi pment A d v i c eo f shi pmenttoi mporter' sforw ardi ngagent A d v i c eo f shi pmentto i mporter D e l a yi n arri valof shi pnrent Sh i p p i n gcompany' srepl y Containerservices

211

CONT AINER S

211

DOCUM EN TA TION

211 21't EX AMp L E S2 1 2 213 214 2l5 z16 217 z t8 219

rates and sai l i ngs

Forexportinggoods Forimporting goods En q u i ry toa contai nercompany C o n ta i n ercompany' srepl y Certificateof origrn Enqu iry for a time charter Sh i p b ro k er'repl s y En q u i ry fora voyagecharter Sh i p b ro k er'repl s y C e n e racharter l Pointsto remember 2 z o R o a dra , i l ,and ai rtransport 2 2 o Sh i p p i n g 22o Containerservices

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person.It acknowledgesthat the goodswere r eceived in apparent g ood o rder. Only the consigneenamed on the air waybill can claim the goods,and they will needto quote the bill number.When a ToRwARDTNG A GE NT

USES CONSOLIDATION

SERVIC ES

>seepager99,eachconsigneereceivestheir own Housx ArR wAyBrLL,and will needto quote the numbersof boththe master air waybill and house air waybill.

General Consignment notes and air waybills are obtained from the freight company by the consignor(sender)fllling out an instructions for despatchform and paying the freight charges.Chargesare calculatedby size (volume),weight,orvalue,and sometimesalso risk. Most freight companiesareprivate carriers, and areresponsiblefor taking proper careof the goodsand getting themto their destinationon time. in transport is generally Correspondence between consignorsandfreight companies,or consignorsand forwarding agents,who send goodsonbehalf of the consignor.Customers arekept informed about consignmentsby means of.advicenotes,which canbe sentby ordinary mail or email. They give details of packing and when goodswill arrive. In the EuropeanUnion (r u) and European FreeTradeAssociation(r rra), movtuE Nr for cx RrrFrcArEs areused,especially containershipments >seepage21rwhere the consignment is taken through different customspoststo member countries. I n th e n u ,th e s T N G L A E D MIN ISTR A TIV E DocuMENr (se,o), an eight-partsetof forms for export declarations,incorporateswhat were previouslyseveralcustomsforms.The E s r Mp L rF rx Dc r,x A R A N cpx R o c E D U R(scr) is usedto make documentationeasierfor exportersand agents. No customsdocumentsarerequiredfor trade between Eu member countries.

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Reques t f or . r q uot at ior r f or d eliv er y by r o. rd 54-59 RiversideI Cardiff| crr lw Telephone: +44 @)zgzo 4972l Fax:+44(o\zgzo 49937

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Int hisex am ple M r C l i ff the of Homemakers, furnituremanufacturer we m etin ear lier un i ts , faxesa roadhaulage firm to askfor a quotationto deliver furnitureto a customer, R.H ughes & S on.He describes the packing (notethat sizerather thanweightwill beth e m ainc onc erof n t he ca r r ier in t hisc as e), stat es t hev alueof th e cons ignm ent and , m ent ions a deliv e ry ti me.

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CartiersLtd

Fax

02920498315

From

R.Cliff

Date

10November20-

Subject Quotation for Swanseadelivery Pages

1

Pleasequote for collectionfrom the aboveaddressand deliveryto: R.Hughes & SonLtd, 21Mead Road,Swansea. 6 divansand mattresses,T00cmx 480cm 7 bookcaseassemblykits packedin strong cardboardboxes,each measuring r4me 4 coffee-tableassemblykits, packedin cardboardboxes,each measuring 10m3 4 armchairs,320x190x 260cm The divansand armchairsare fully protectedagainstknocksand scratches by polythene and corrugatedpaper wrapping, and the invoicedvalue of the consignmentis f 4,660.50. I would appreciatea prompt reply,as deliverymust be made beforethe end of next week.

RiLhaloLilff Richard Cliff Director

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Quotationfor delivcryby road

CARTNERSL TD 516- 519

CATHAYS PARK.CARDTFF

C F 1 9U J

/I /9 Telephone+44 @)29zo 821597 F acsimile+44 @)zgzo 4983t5

Fax To

R.C]iff

Fax

029 20 49937

From

H.Weldon(Ms)

In herreplytoMrCliff's fax,noticehowMs Weldonrefersto the consignment noteasa recerpt. Sheincludes loadingandunloading the consignment in her quote.(Carriers may quotefordeliveryon a time basis, ashere,i.e. howl ongi t w i l l taketo l oador unl oad the vehicle.)

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Dear Mr Cliff In reply to the fax you sent today,we can quote t272.20for picking up and deliveringyour consignmentto the consignee'spremises.This includes loading and unloading, plus insurance,and is valid with immediate effect until 14December20-, If you would like to go ahead,pleasecomplete the DespatchNote with this fax, and let us know two days before you want the delivery to be made. Our driver will hand you a receipt when he collectsthe consignment. Ifyou have any queries,pleasedo not hesitateto contactme.

H. We,ll"on' H.Weldon(Ms)

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Adviceof delivery HomemakersLtd now advisetheir customer by em a il.

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lnvoiceNo. DM2561

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DearRobert

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As our own driveris ill, I havearrangedfor CartiersLtd to deliverthe aboveorderon Wednesday18 November.Beforesigningthe DeliveryNote,couldyou pleasecheckthat the consignment is completeand undamaged? I haveattachedthe invoice,No. DM2561,and willadd it to yourmonthlystatementas usual. RichardCliff Director', HomemakersLtd 54-59 Riverside, CardiffCF1 1JW +44 (0)2920 Tel.'. 49721 Fax: +44 (0)29 20 49937 Email:[email protected]

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Complaintof d a ma g ein deliveryby road I n t h i s e x a m p l et h e goodswere sent by road,at the consignee's request,and were receiveddamaged. DiscS.A., the customer, i s e m a i l i n gt h e i r s u p p l i e r to complain.

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Consignment Note 671342158

11 lear HerrGerlach m

Yesterday we receivedthe aboveconsignment to our orderNo.021310, butfoundthatthe lDs in boxes4, 5, and 6 weredamaged- eitherscratched,split,or warped. The goodscannotbe retailed,evenat a discount,and we wouldliketo knowwhetheryou vant us to returnthemor holdthemfor insoection.

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Regards PierreG6rard Manager DiscS.A. 251 rue des Raimonidres F-86000 PoitiersC6dex Tel:(+33)2 99681031,T6lecopie:(+33)2 74102163 Email:[email protected]

1 ln what waysarethe cosdam ag ed ?

2 Werealltheboxes damaged?

3 lsthere any chanceof sellingthe goods?

4 ls M. G6rardgoing to returnthe consignment?

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Replyto complaint of damage

'R.G. Electronics AG

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Havmart6ol D-5ooooKiilnr Telefon(+49)221j2 42 98 Telefax(+49)zzt 83 6t z5 Emailgerlachrqrge.co.de www,rge,oe

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P.Gerard Manager DiscS.A. 251ruedesRaimonidres F-85000PoitiersC6dex

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DearM.Gerard

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Iwas sorryto hear about the damageto part of the consignment,No.T1953, that we sent you last week. I have checkedwith our despatchdepartment and our recordsshow that the goodsleft here in perfect condition. Our checker'smark on the side of eachbox - a blue label with a packer'snumber and date on it - indicates this. As you made the arrangements for delivery I am afraid we cannot help you. However,I suggestyou write to GebrtiderBauerSpedition,and if the goods were being carriedat'carrier'srisk',asthey usually arein thesecases,I am surethey will considercompensation. . I haveencloseda copyof the receiptfromtheir goodsdepot at KoIn.Please Iet me know if we can supply any other documents to help you with your claim. Yourssincerely

ailf Serl^arA, Rolf Gerlach SalesDirector Enc.

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WhatdoesHerr quotein Gerlach the letter?

Why doesn't he take responsibilitlr for the consignment?

Whyishesurethe goodswerein perfect condition whenthey lefthiscompany?

What helpdoeshe offerM.G€rard?

Whichwords in the letterhavea similar meaningto the following? a harm b placefrom which goodsare sent c provide

Complelrtto the crrrhr 251ruedesRaimonieres F-86ooo PoitiersC6dex

(+33) Tdlephone z 9958ro3r T6f6copic(+33) z 74loz16g tr [email protected] R'f. PG/AT

Disc5.A.writeto the carrier. Onreceiptof this letter,the carrierwil I inspectthegoodsand decidewhetherthe damagewasdueto negligence. lf it was,the customerwillreceive ' compensation.

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14September20Gebriider Bauer Spedition Mainzerstrasse,201-7 D-50000 Kdln 1

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Dear Sirs

o Consignment Note 671342158 The aboveconsignment was deliveredto our premises,at the above address,on 6 September.It consistedof eight boxesof read / write CDs, three of whichwere badly damaged. We have contacted our suppliers,and they inform us that when the goods were deposited at your depot they were in perfect condition. Thereforewe assumethat damage occuredwhilethe consignment was inyour care. The boxeswere marked FRAGItE and KEEP AWAY FROM HEAT.However, the nature of the damage to the goods(the CDswere scratched,warped, or split) suggeststhat the consignment was roughly handled and left near a heater. We estimate the loss on invoice value to be €500.00, and as the goodswere sent 'carrier'srisk'we are claiming compensation for that amount. You will find a copy of the consignment note and invoice enclosed,and we will hold the boxesfor your inspection. Yoursfaithfully

?. QeranL P.G6rard Manager

Whatdidthe consignment consist of?

HowdoesM.G6rard thinkthedamage wascaused?

WhydoesM.G6rard feelhe hasa rightto claimcompensation?

Whatconditionwere the goodsin when delivered to the carrier's depot?

Whatcompensation isM.G€rard asking for?

Whatisbeingsent with the letter?

Whichwordsin the letterhavea similar meaning to the following? a placeofbusiness b acceptastrue c easilydamaged d keep

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BritishCrystalfaxan airlinetofindout how muchit wouldcostto sendglassware to their agentsin SaudiArabia. rSeepagesq4-t76 for previous correspondence.

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r EL EP Ho N E :+4 4 ( o ) r 3 3 2 4 j 7 g o . F A c sI M | [ E : +4 4 @ ) 1 . 3 3 z5 1 9 7 7 Email:felthams@crysta Lcom. www.britishcrystal.com

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UniversalAirwaysLtd

From S.Feltham(ExportManager)

Faxno.020763855555

SubjectShipmentenquiry

Date 15June20-

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We would like to send ex-Heathrow to Riyadh,SaudiArabia, L2cratesof assortedglassware,to be deliveredwithin the next ro days. Eachbox weighs 40 kilos, and measures0.51m3. Couldyou pleasequote chargesfor shipment and insurance?

S.Feltha*n S.Feltham(Ms) ExportManager

194

Quotdbnfior deltvcrybyelr UniversalAirwaysltd AirtineHouse PalaceRoad Londonswl +44 (o)zo75384rz9 Telephone Fax+aab)2o7638ISSS CabJe UNIWAY

ffJ:'"',ffi:;:;*''""Ms S.Feltham ExportManager British Crystal Ltd Glazier House Greenlane Derby DEl1RT

Hereisthe airlinelreply to Ms Feltham.We saw on pager87that airlines freightcharges calculate In byweightorvolume. this casebothwill have beentakeninto account.

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DearMs Feltham Thank you for your enquiry of 15June. We can sendyour consignment to Riyadh within z4 hours of delivery to Heathrow.The cost of freight Heathrow-Riyadh is f10.60 perkilq plus f,8.00air waybill, and f 54.00customs dearance and handling charges. Youwillneedto arrange your own insurance. Pleasef,ll in the despatchform and retum it to us with the consignment and commercialinvoices, one of which shouldbe included inthe parcel for customs inspection. Pleasecontact us for any further information. Yourssincerely

R. La/"e/o R.Laden (Mr) CargoManager

nf3 rio Lo{hdac ]8r}95 v.r lto 85r!5259!t

Whatothercharges aretherebesidesthe freightcharges?

Whyshoulda copy ofthe invoicebe in the included parcel?

Whowillarrange insurance?

4 Whatformmustbe completed?

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il rs agreed lhal the goods h€r€n ars ampt€d In apparent god ord€.and ondtoon (€r@Dl as no ed) ror cail aoe SUBJECT TO THE CONDI_ O\S OF CONTMC I oN IHF REVERSE HEREot A,L dooDs MAy aE CARR,Eo By ANy orHER MEANS ,NCLUDTNG ROAO OR ANY OTIER CARRIER UNLESS SPECIFIC CONTRARY INSTRUCIIONS ARE GIVEN HEREON BY THE SAIPPER. AND SH PPERAGREES THAT THE SHIPMENT MAY BE CARRIED VIA INTERMEDIATESIOPPING PUCES WHICH THE CARRIER OEEMS APPROPR ATE THE SHIPPER SANENTION S DMWN TO THE NOTICE CONCERNING CARRIER S L MITATIONOF LlSlLlw Shipper may increase such hnabn of labilIy by decl.r n9 a h gher value for €rna96 and pay ng a supplementalcharge f reqund

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ISSUING CARRIER MAINTAINSCARGO ACCIOENT LIABILIry INSUMNCE

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Shipper cerlifies lhat the particulac on lhe face hereof are correct and that Inaofar as any p6n ol th€ conaignmgnt contalns dangerous goods, such ped iB prop.rly descrlb€d by hamo and is ih proper condition ior €.dage by air according to the appli€ble DEngercus Goods Rogulations

Signalureof Shipperor his Agent

125-30433174 oRTGTNAL 3 (FORSHTPPER)

W hic hair lineist he carrier? Howmanyoriginal copies wouldthe get? consignor

196

What international associationisthe carriera memberof? lsthis a document of title?

Canthe air waybillbe transferredto anotherpersonor company? c How is the consignee referredto?

' Whichtwo signatures are required? !; Howdoestheair waybill referto what the goodsconsistof a n d h o w m u c hi s b e i n gs h i p p e d ?

t 5hippinggoodsr. a' can be chargedi.:x ways.What are t'.r

shipping T Y P E SOF V E5 5 E t A variety ofvesselsareusedto transport goods: - Burr cARRr.ERs transportbulk consignmentssuchas grain,wheat, and ores. - Taxrzns transport liquid bulk consignments,usually oil - Containervessels havespeciallifting gear and storagespacefor the containers(1arge steelboxes)that they transport. - Passenger cargovessels concentrateon cargoes,but alsocarry passengers. They offer more facilitiesfor loading and unloading than passenger liners. - Passenger linersfollow scheduledroutesand concentrateon passengerservices,but can alsocarry cargo. - Roll-onroll-off(Ro-Ro)ferries arevessels constructedwith large doorsat eachend so that carsand trucks can drive on at one port and off at anotherwithout having to unload and reloadtheir cargo. - Lightersareusedfor taking goodsfrom a port out to a ship,or vice versa They can also do the samework as a barge - Bargesarelargeflat-bottomedboatswhich areusedto transport goodsinland along riversand canals S HIP PIN G OR G A N IZ A T IO N S Exporterscanchoosewhetherthey usea companywhichis a memberof the SHrpprNc CoNFERENcEBroup,or onethat is listedon the B ar rrc Ix c u a rc t.

The ShippingConferenceis an international organizationof shipownerswho meet periodicallyto setpricesfor transporting goodsor passengers. Thereare several advantagesfor their customers.The costsof shippingaresteady,ie theydonotfluctuate overa short period,and universal,i.e.the same price is quotedby all members.Also,vessels

registeredwith the ShippingConferencekeep to scheduledroutes,sobookingscan be made sometime in advanceFinal1y,customerscan claim rebates(discounts)by shipping in bulk or for regular shipments N ow -C orrnR E N cEsH rps,asthe term suggests, arenot registeredwtth the Shipping Theytravel anywherein the world Conference. on unscheduledroutes,pickingup and dellveringcargo.The old term for this kind of shipis atramp. The airline industry has an organrzation similar to the ShippingConferenceThis is the InternationalAir TransportAssociation(rara)

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Among its other functionsthe BalticExchange has a freight market which offersfacilitiesfor exportersto cHARTER(hire)shipsand alrcraft through sHrpBRoKERsShipbrokers work on a commisslonand are specialistswith a knowledgeof the movement of shipsand aircraft,and the most competitiverates availableat any one time Oncea brokeris contactedthey will flnd a shipownerwho is preparedto hire a vesselon ei theravoyacx cH A R TIRor arIME cH A R TE R basis Voyagechartercharges,i.e chargesfor taklng freight from port A to port B,are calculatedon the roNNecn velul of the cargo Forexample,if an exporterships5oo tons ofgrain att4.zo perton,thecostofthe charterwill be !z,roo. Time charterchargesare calculatedon the tonnage(size)ofthe ship plus its running costs,excludingwages.Sothe largerthe ship,the morethe hirerpays, regardlessofwhether the cargois 5oo tons or 5,oootons.A contractbetween a shipowner pARTy and a hirer is known asa cHARTER Shipslisted on the BalticExchangedo not run on scheduledroutesand freight charges vary from companyto companydependingon supply and demand.Telephone,fax, or cable areusedfor speedycommunicationbetween hirers and brokers,and brokersand owners, and lettersto conflrm transactions.

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S H IP PIN G D O C U ME NTA TION The main documents used in shipping are describedbelow

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F re i g h t a c c o u n t A rnnroHt AccouNT is an invoicesentbythe shipping companyto the exporterstating their charges. Ste n d .rrd s h i p p i rrg n ote sHrpprNGNorg is a document A sTANDARD completedby the exporter.It is sentto the forwardingagent,an rwlAND cTEARANcE DEpor (rco),orthe docks.It is usedasa delivery note or receipt and givesinformation about the goods.When the goodsare delivered to the docks,the driver hands over copiesto the shipping company.One copy goeswith the goodsto the consignee;twoarefor customs; one remains at the dock oftce of the carrier; and one is usedby the shipping companyto preparethe bill of lading.

copieskept for records.As soonas one ofthe originalsis usedas a documentof title, the other original copiesbecomevoid. A sH rppnpB ILLoF LA D IN Gi s si gn edwhen the goodshavebeenloadedonto the ship. Sometimesthewords shippedon board are usedto mean the samething. Bills of Iading are markedcLxAN to indicate that the consignmentwas taken on boardin goodcondition,or c LAUs ED to indicatethat on inspectionthere was somethingwrong with it, e.g.the goodswere damaged,or there were somemissing.The statementc/cusedprotects the shipping companyfrom claimsthat they were responsiblefor any damageor loss. In crr and crR transactionsthe words fieight prepaid are usedto signify that the costsof shipment havebeenpaid. Bills of lading can be made port to port, i.e.from the exporting port to the importing port.lMhencontainersareusedand aretransshippedfrom one mode of transportto another,e.g.truck to ship and then to train, a MUITTMoDALBrLLoF LADINGis used.Thisis alsoknown asa rHRoucH or coMBINED T R AN SPO R T

Si l l o f l a d i n g A g rrr oF LADTNG, often abbreviated to s/r >seePage2o2,is the most important documentin shipping and describesthe consignment,its destination,and who it is for. It can be a documentof title, i.e.it gives ownershipof the goodsto the personnamed onit. Ifthewords ro oRDERarewritteninthe consigneebox,it meansthat it is a NEGoTTABLE DocUMENTand canbe traded. In this caseit will be EN DoRsED( i.e.the exporter will sign it on the back).If it is not endorsed,there are no restrictionson ownership. In a letter of credit transaction the advising / confirming bank will usually ask for the bill of lading to be made out to them when they pay the exporter,and then transferit to the customerwhen the customerpaysthem. Bills of lading can be made out singly or in signedsetsof two, three,or more original (negotiable)copies,with further unsigned

1 98

BILL.

The BoleroProjectis developing full computer-to-computershipping and bank documents,making paperlessdocumentation available.In this casea bill of lading is referred to as aBolerobiII of lading. Letter of i rrdenrrri ty A rxrrER oF rNDEMNrtyis usedif the bill of lading is lost or missing.The importer gives detailsof the consignmenton company headedpaper,and confirms that they wiII be responsiblefor the debtsto the carrieragainst their assets. P acki ng l i rt In addition to the bill of lading,a racxrNc rrs: may be required. Like a bill of lading, this gives detailsof the consignment.Banksusethem r letter of credittransactionsand the customs: somecountriesinsist onthem.

S H IP PIN G L IA BIT IT IE S The Hague-VisbyRules,amendedby the BrusselsProtocolof r968,governIiability for lossor damageto cargocarriedby seaunder a bill oflading. They statelevelsof compensationandthe limitations of the carrier'sresponsibilityfor goods.The carrieris not responsibleunderthe following conditions: - actsof war. riots.civil disturbances - FORCE tttatnvpr,i.e.exceptionaldangers suchas severestorms - negligence,i.e.when the goodshavenot beenproperlypackedor were in bad conditionwhen packed - T N H E R E NvTrC E ,i .e .w h egno o dsaresubj ect to deteriorationbecauseoftheir contentor nature,e.g.flsh can go bad,wood can be attackedby parasites,metal can oxidize

The importer's forwarding agent,in turn, informs the client,sendsthe goodson,or arrangesfor them to be storeduntil collected. Many forwarding agents in importing countriesalsoactas cr,EARrNG AGENTS, D through ensuringthat the goodsare cTEARE customsand sentto the importer Becauseforwarding agentshandle large numbersof shipments,they can use consolidationand collectconsignmentsfor the samedestinationand get competitive cRouIAGE RATEs for sendingseveral consignmentsin one shipment.

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The Hamburg Rulesof 1978extendthe shipping companies'liabilityfor damageor delayto goodsin their charge,unlessthey can provetheytook aII measuresto avoid problems. Tobe safe,most companiesinsure underall nrsrs (an) their consignments cover,which protectsthem againstmost contingencies,but specialwar insuranceis necessaryfor particularly dangerouszones. FO R WA R D IN GA G E N T S Forwardingagentsareusedto arrangeboth import and export shipments.Inthe caseof export shipments,their servicesinclude collectingthe consignment,arranging shipment and,if required,packingand handling; alsoall documentation,includlng making out the bill of lading,obtaining insurance,sendingcommercialinvoicesand paying the shipping companyfor their clients. They are involvedin the logisticsof transportation,finding the most effectiveand economicalroute.They alsoinform the importer's forwarding agent that the shipment is on its way by sending an advicenote.

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Requcrtfor frclght ratcr and sallln6s of LeeBoatBuilders HongKongfax Far Lines Shipping Eastern to askaboutfreight ratesandsailings. >Seethe on page correspondence r65for the beginningof thistransaction.

Dock4,Mainway HongKong Telephone +85238516z Fax+852662553

Focsimile

tee Bootbuildcrsltd

From John Lee To FarEasternShippingLines Fax 852 602135 SubjectYourorder No. 90103 Date 2lApril20No.ofpages1

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DearSir / Madam We intend to ship a consignment of dinghies and their equipment to London at the beginning of next month. The consignment consistsof ten boatswhichhave beenpackedinto wooden cratesmarked1-10,each measuring4 x 2 x 2.5metresand weighing 90 kilos. Could you inform us which vesselsare availableto reach London before the end of next month, and iet us know your freight rates? I look forward to your repiy.

Jolwtoo Johnlee Director

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IN WITND$of$. snrr.cl hemin (onbin.d the numbr olonFns ! rbted opPsib h,s hn iriu.d, oneolwhich b.rq rccohpli.h.d FOR P&O NEDLLOYD LTD, A5 CARRIER'

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I Whichwords make the b ittof lad ing negotiable? .l Whatdoescombined tronsport shipment m ea n?

Wherewouldyouput 6 H ow w oul d th en a m eo f th es h i p ? consignees identify thegoodswhenthey W h ou s u a l lsyi g n sth e arrived? b i l lo f l a d i n g ? Wherewouldyoulist d e ta i los fth e consignment?

; Whoisthe billof issuing lading's company?

What would it mean if the billof lading was claused? Which part of the bill o f l a d i n gw o u l d t h e consigneeuseto collect the goods?

lto Wherewouldyou write the placefor the goodsto be unloaded?

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lnstructionto a forwardingagent !

ThisemailisfromDelta Comouters to their forwarding agents, Kent, & Co.Ltd. Clarke instructing themto pick upa consignment of twentycomputers whichisto besentto NZ theircustomers Business Machines Pty. >Seepagesr57-r64for previous correspondence.

JohnSimpson

DearMr Simpson Couldyou pleasepick up a consignmentof 20 C2000computersand makethe necessary arrangements for themto be shippedto Mr M. Tannel NZ BusinessMachinesPty,100South Street,Wellington,New Zealand? Pleasehandleall the shippingformalities and insurance, and sendus fivecopiesof the billof lading,three copiesof the commercialinvoice,and the insurancecertificate.We will advise our customersof shipmentourselves.

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Couldyou handlethis as soon as possible?Yourchargesmay be sent to us in the usualway. Ne i l Smi th , SeniorShippingClerk DeltaComputersLtd Wellingborough, NN84HB,UK Tet.'.+44 (0)1933 16431l2l3l4 Fax'.+44 (0)193320016 Email:[email protected]

I What documentsare involvedin this shipment?

W howill let t he customerknow about s hipm ent ? Whowill paythe charges?

4 Whichwords in the em ail h a v ea s i m i l a r m ean i n gt o t h e following? a collect b transported c dea l w i t h d inform

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Forrerdlng egcnt'rcnqulryfor frclght retcr

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Kent,clarke & co.fax InternationalShippers.

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R O AD .T O N D O N

r Et EPHo NE: +44 @)zo7gz87V6. FAc s I M I LE: +44 @)zo7 928Tttt Email:[email protected]

Subject NZ consignment

We have packedand readyfor shipment 20 C2000computers which our clients,Delta Computers,Wellingborough, want forwardedto Wellington, NewZealand. The consignment consistsof 4 wooden crates,eachcontaining 5 machines intheir cases.Eachcrateweighs 210kilos and measures94 x 136x 82 cm. Pleaselet us know by return the earliest vesselleaving London for New Zealand,and let us have your chargesand the relevant documents.

l. D.Sirttpsott, J.D.Simpson(Mr) Supervisor

CHAI RMAN : LoRD MATHERSON DI R EcTORS: B. KENT A.C.A., C.D. CLARKE H.N.D., r.P. DltLER REG NO:LONDON vAT NO:41618231

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Youwillseefromthe attachedaccountsthatturnoverin the pastninemonthsof tradinghas beendisappointing. Thereare a numberof reasonsfor this: 1 Sales Althoughthereis a steadydemandfor the mainornamentallines,I thinkthereis a much largermarketpotentialfor tableware,includingglasses,jugs,and servingbowls.lt might be usefulif youcouldsendme a widerrangeof theseproducts as samplesto showcustomers. 2 Advertising Our agreedadvertising budgetof f7,000 is not enoughto promoteyourproducts,even thoughwe use only newspapersand magazines.lt wouldbe usefulto doublethisbudget intoneighbouring wherethereare good witha viewto extendingadvertising countries, opportunities Youwillseefromthe attachmentconcerningthe to becomeestablished. marketresearchI havedonethroughquestionnaires to retailers, thatthereis a positive responsein Jordan,Kuwait,and the Emirates. 3 Competition is from manufacturers in the Far a As I am sureyou are aware,yourmaincompetition East,who undercutyourpricesby at least40% Whiletheydo notsellthe samequality products,a numberof largecompaniesare becomingestablished hereand are likelyto the starttargetingthe upperend of the marketwith betterqualitygoods.I am monitoring situationand willletyou knowof any developments. b Somecompetitors copydesigns,so it is importantfor us to get yournew designsas quicklyas possibleand putthem on the marketfirst. 4 Fi n anc e a Yourcreditlimitof f2-3,000 shouldbe at leastdoubled,as thisis a very lowfigurein this market.As yourdel credereagentI am quitewillingto coverthe riskslnvolved. b In my view,the letterof creditpaymentsyou requiredo not allowsufficienttimeto clear accounts.I wouldrecommendthat you considercredittermsand paymentover45 to 60 days by term draft I lookforwardto yourcommentson thisreport. MohamedKassim i H owwo uld yo u describebusinessfor BritishCrystalin S au d iArab ia?

I n whic h par t of t he marketdoesMr Kassimsuggestthere may be opportunities? How m uc hdoeshe r ec om m endt he f ut ur e adv er t is ing budgets houldbe?

Whichother markets is M r K a s s i m considering? Wh e r ei st h e c o m p e t i t i o nc o m i n g from?

6 What sort of concessions doesMr Kassimrecommend M r J a y s h o u l dm a k e ? 7 What is attachedto the email?

Whichwords in the r e p o r th a v ea s i mi l a r m e a n i n gt o t h e following? a everythree months [i list of questions c restrictionon moneyborrowed

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Advertising agency'e report Thisreportcomesfrom anoutsideagency and iswrittenat the reouest Katz ofthecompany, who Electrical, domestic manufacture are appliances.They l o si nggr oundint he marketandhave anadvertising employed agency with market to research resources find out why.Theagency hassubmitted a preliminary reportbased ontheirmarket research,which they Katz hopewill persuade to attenda Electrical in which oresentation propose theagencywill a na dv er t is ing ca mpar gn.

K

K&6 ADVER T I 5 I N GA S S O C I A T E 5 Thor nt onHou s e K e n s i n g t oCnh u r c hS t r e e It L o n d o nw B 4 a r u Date:10April 20Preliminary Market Research Report for Katz Electrical Ltd

Wehavecompletedour marketresearch on testingconsumerreactionto yourbrands, andattacha statisticalanalysisofthe research resuits.Thispreliminaryreportis a which you might iiketo summaryof our flndings,conclusions, and suggestions, discusswith us afteryou haveconsidered the results. Oursurveywasbasedon discussions by a numberoffocusgroupsofusersandnonUsingthe resultsof usersof yourproducts. Theseweremoderatedby a psychologist. to a randorn the discussions, we constructed a questionnaire which waspresented sampleof 500peoplereflectingthe populationdistributionof this country.Weasked them abouttheir preferences ofyour productscomparedtootherson andawareness the market,and from this usageand attitude studywe produceda profile of your brandscomparedtothoseof othercompanies. Thelistsattachedshowthestatisticalbreakdownin answersto our questions.In summarytheysuggestthe following: 1 Although your productsarestockedin leadingstoresand your name is well-known, andoldthereis a feelingthat,in spiteoftheir reliability,they areover-priced yourbrandswith appliances fashioned. The15-25agegroupassociate usedby their parents,andthe 25-35agegroupassociate yourbrandswith the 1980s. 2 Yournamefeaturedverylow on the list when peoplewereaskedto namea brand of electricflre,vacuumcleaner, iron,andrefrigeratorYouwill seefrom the attached surveythatlessthan 10%ofthe samplehadheardofyour mostrecentproduct,the 'Popup'toaster imagepeople Webelievethat poormarketingisthe main reasonfor the old-fashioned which we aresure haveof your products. Also,thereis a lackof brandidentiflcation, canbe overcomewith a well-plannedadvertisingcampaign.Wesuggestthe following ^^+i^4Ltrvlt

-^i-+^_ Pvlltl>:

1 Establisha symbol that will be identified with all your products.The rnost obvious appearsto be a cat,a domestic animal for domestic products,which is also associatedwith your name. 2 Your current advertisementsgive the impression of functionalism We suggest glamorizing the ads,maybe with an exotic cat which will always be recognized when seen. 3 Improve the packaging of the products,perhaps by using more fashionable colours and a symbol (seei and 2) 4 Improve the targeting of your advertising campaigns. For example, it would be better to concentrateon women's magazinesrather than national newspapers. If, after studying the enclosed information, you are interested in attending a presentation in which we would be able to illustrate these ideas more fully, please let us know. I am confldent that if we handled your account we could improve your sales it ^^ ^- LUrL4r DrSr ^i r LIy. -+1-,

qet,r/ qr'u,er GerryGrover Marketing Director

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HowdidK&G Advertising obtain theirinformation l's aboutKatzElectrica products?

What doesthe documentattached to the report show? W hy do K&Gt hink that Katzdoes not havea good image, and what do they suggestto improveit?

4 Whatsymboldothey suggest Katzuse? 5 Whatkindof publication dothey suggestKatz advertise in?

What do K&G say they coulddo if Katz allowsthem to handletheir account? Whichwords in the reporthavea similar m e a n i n gt o t h e following?

typeof product b l i kes anddi slikes tl

out ofdate areaof business handledby another organization

Pointsto remember =

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Memos are usually quite formal and impersonal in style. They can be addressedto an individual or to a group of people within a company.

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A memo should clearly indicate at the top who it is to,who it is from,what it is about, and the date it was written.

lcportr 1 There are two main types of report, those submitted regularly and those submitted onlywhen they are required.

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2 Plan your report carefully: make sure that it proceedsiogically and that your points are expressedclearly.Inthe caseoflong reports, a brief one-pagesummary will help busy people. 3 Most reports,regardlessof length, consist of a title, introduction, main body,conclusions and recommendations.The headings you use must be clear,and guide readersthrough your report quickly and easily.

255

267 267 267 268 268 270 271 272 273 274 275 216 277 277 277 278 279 28o 28r

APP LY IN G FOR A JOB

J o badverti sements Lettersof application A p pl i cati onformsand cvs Coveringletters

M A K IN G A D E C IS ION

T u rni ngdow n an appl i cant Offeringa post Acceptinga post

Pointsto remember

A PPTYI NG FO R A 'OB

Jobadvertisements Advertisements(often shortenedtoads)for employment appearin allthe media,including radio, rv, and the Internet. However, newspapersand magazinesare a very common sourceof vacancies.Some advertisementsuse abbreviatedforms, especiallyin the small ad section,e.g.: Wntd PA.f.t.sml mnfg co.Gdslry.5-day wk, hrs9-5,uslbnfts. Afull-lengthversion of this would read: Wanted,p ersonal assistantfor full-time employmentin small manuJacturing company.Goodsalary,fve daysa week,hours of work9.ooa.m.to5.oop.m.,usualbenefts in terms of conditionsand holidays.

Lettersof application Opening Generally,the lerms vacancy,post, or appointmentareusedinsteadof the word job in applications.Whenreplying to a job advertisement,aswith most correspondence, it is best simplyto statewhat you are doing, and give a date or reference. - I would like to applyfor the post of Programmeradvertisedin this month's edition o/Computers. - I amwriting concerningyour advertisement in the Guardianof tz Mayfor abilingual secretarytowork inyour ExportDepartment. - I am answeringyour advertisementforthe post of bank trainee,which appearedin yesterday'sTimes. If the advertisement is not clear about how you should apply for the job, it is better to phone the PersonnelDepartment (sometimescalled Departmenf)of the company HumanResources to flnd out. Rememberto quote any referencenumbers or job titles that are mentioned in the advertisement.

Forursorrcrrro applications, i.e.applying for ajob which has not been advertised,you can open like this: I am writing to ask if you might havea v acancyin y our departmentfor a (n) administrativeassistant/ salesnerson / accountsclerk. If someoneassociatedwith the company suggestedthat you write to them, mention this rnyour openrng. I was recommendedby -, who is currently working in your company/ who hashad a long associationwithyour company/ who is one of y our suppliers,to contacty ou concerninga possiblepost in your Department.

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Request for an application form If you arewriting to askfor an application form, give somevery brief detailsabout yourselfthen askforthe form. Theseexamplescan alsobe usedfor unsolicitedapplications - I am zj yearsold,and haverecently graduatedfrom with a diploma / degree (Givethe subject,and mention any in-. specialtopicsyou studiedthat arerelevant to the post.Youcan alsomention the classof a degree,and any specialhonours suchas a distinction.) - At presentI am workingfor -, whereI am in the Department. employedas a C l osi ng Thereis no needto give any more information at this stage,soyou can closethe letter: - Pleasecouldyou sendme an applicationJorm and any other relevantdetails? - Iwould begrateJulif you couldsendme an applicationform. If y ou need anyfurther details,pleasecontactme at the above address/ email address.

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When you receivean application form, always read it through carefully so that you know exactlywhat information is required.It is a goodideato photocopyit,completethe photocopy,andwhen you arehappy withit, copy the information onto the actual form. Somecompaniesprefera cu RRTcULUM vrran , usually called a cv (resumein American English),which is your personal and working history >seepages274and 275for examples. Application forms and cvs may be emailed, faxed, or sent by post.

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C o v e ri n g l e tte rs You may need to send a covering letter with an application form or cv. If you do,it should briefly explain points that might not be clear. You could also give further details to stress your suitability for the post. Opening If the companyhassent an applicationform, rememberto thank them. If you are enclosinga cv, mention it at the beginning of the letter. Thankyou for your letteroJand the applicationformJorthepost of -.1enclose the completedJorm/ my cv. Bodyofthe letter Your covering letter should be short. Ifyou needto developor emphasizeany points,do so briefly and simply. YouwiII seethat I graduatedfro Universityr / Collegein zo-,where I gaineda degree/ diploma / certificate in-. (Mention any parts of your studies relevant to the post.)During my employmentwith my work was specifi.cally concerned w ith (Mention work relevant to the post you -. are app$ing for ) Reasons for leavingajob If you needto explain why you Ieft a job, it is bestto soundpositive.Neversaythat you wanted a better salarv or conditions.You

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shouldnot sayyouwere boredwithyour job, and never criticize the company you worked for,their productsor senrices, or your colleagues. Explanationsfor leaving a companycould include the following: - / le.7t(old employer) because(new employer) offeredme a chanceto usemy (languages, rr training, etc.). - I wasoffered a chanceto join (company) wherethere wasan opportunityforfurther training and experiencein-. - Iwas offeredthepost of SeniorTechnicianby (company)in (date),and thereforeleft . (company)in orderto ... -I joined (company)in(date)aspartoftheir newEasternEuropesalesteam.Thiswasan excellentopportunity to ... Previousexperience Most application forms give some spaceto describepreviouswork experience,e.g.what your duties and responsibilities were. Here you have a chanceto highlight your achievements, e.g.any specialresponsibilitiesor projectsyou undertook,changesyou made,or schemesyou introduced. - WhileIwas aTeamLeaderat(company), I superviseda team of sixtechniciansand introducednew quality controlprocedures whichresultedin... - During mytime at(company),Iwas responsiblefor marketing softwareservices.A largepart ofthis role involvedsuccessfully implementingchangein the... - During my time at (company),/studiedparttimefor an mae,whichl completedin zo-. Sincethen I havegainedmore management expertence tn ... - Aspart of my degreecoursein Busi.ness I workedfor threemonthsin the Data Studies, ProcessingDepartment of a large computer corporationwhereI gainedexperiencein ... Reasons for applying All prospectiveemployerswill want to know why you are applying for a specificjob. This not only means explaining why you want the job, but why you think your particular skills and experiencewould be valuable to the company.

interested inthepostasI - I ampartieularly in (area couldapplymypreviousexperience ofwork). in thispostasI - I am sureI wouldbesuccessful you describe, as havethe skillsandexperience weIIas... - I believemy backgroundin (areaof wor$ eqaipsmefor thepostyou advertise, my recentexperience o/(specialist especially website area,e.g.projectmanagement, development). of (areaof work),and - Ihatrcsomeexperience a careerin aboutdeveloping am enthusiastic thisfield.

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Closing At the endof the letter,offerto supplymore information if necessary. - I lookJorwardto hearingfrom yoa However, if thereisanyfurtherinformationyou requirein themeantime,pleaselet meknow. - Pleaseletmeknowif thereareanyother detailsyou need.Meanwhile,I Iookforward to hearingfromyoa withyou at - I wouldbehappyto dlscuss coald interviewhowmy skillsandexperience be used t oy our advantage.

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Unsolicitedletter

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Noticein this letter how the applicantfirst mentionshow he knows of Mitch ellHill(a merchantbank),gives brief detailsof his educationand experience, and then refersto his current employers,whoapprove of staff spendingtime a broad.Finally,he tells Mit ch ellHillwhy h e wants to join them temporarily,and asksfor an app lica tion form.O f course,he couldalso includ ea cv with th e letter,but in this case,he knowsthat company practiceis to send applicationforms.

Fiirstenweg uo D-30000 HanoverTl 21June20-

MrJohn Curtis Manager MitchellHillPtC 11-15Montague Street london EC15DN DearMr Curtis I am writing to you on the recommendationof David Mclean,Assistant Managerin your SecuritiesDepartment.We met last month on a coursein Hanover,and he suggestedthat I shouldcontactyour companyand mention his name. He told me that you often employ people from other countries on one-yeartemporary contracts,and I am writing to enquire about the possibility of sucha post. I am at presentemployedbythe InternationalBank in Hanover,in their SecuritiesDepartment.I haveworked here since20-, when I graduated from the Universityof Munich with a degreein Economics.Inmy present position asAssistantto WolfgangLilers,Directorof the Securities Department,I dealwith a wide rangeof investmentsfrom companies throughout Europe,buying sharesand bondsfor them on a worldwide basis.As well as speakingfluent English,I alsohavea goodworking knowledgeof French. I would like to spenda yearin the UK to gain further experiencein securitiesinvestmentwith a British bank,and believethat my experience, training, and languageskillswould proveuseful to your organization.My employerencouragesall its staff to spenda year abroadand Mr Liierswould be willing to give you a reference. I would be grateful if you could send me an application form and further information about the posts currently available.If you need any further information,I can be contactedby email on [email protected] or telephone on 49 511,505941x155. Yourssincerely

MarcusBauer

HowdidMarcus Bauerhearabout Mit c hellHill?

270

Whatishispresent post,andwhat does h ed o ?

I What are his qualifications?

W hydoyouthi nkhi s bankencourages employees to work abroad?

What doeshe want M i t c h e l lH i l l to se n d him?

Mitchell

Hill plc

Replytoan unsolkitcdlcttcr rr-r5 MontagueStreet London E C I 5D N rE tE P H oN t r44 (o)ro 76tS 3Jr1l z13 FA cstMrrE +4.{ (ol ro16u5 4or9 cA B Ir MITH IL (Lorrdonl E MA rL Mcl ean@mrl h l (o uk

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29 June20MarcusBauer Fiirstenweg 1.10 D-30000Hanover71 DearHerrBauer Thank you for your letter of 21June 20-. We currently have two vacancies in the SecuritiesDepartment which might be of interest to you.

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I am enclosing an application form, and a booklet giving details of Mitchell Hill, including the salary structure and conditions of employment for trainees on temporary contracts.Would you pleasecomplete the application form and send it to Helen Griffiths, Human Resources pepartment, at the aboveaddress. Youwill seefrom the form that we require two referees.I suggestthat you include the names and contact addressesof yourDirector and an academic refereefrom the University of Munich. We look forward to receiving your application. Yourssincerely

shdlA,Burrows SheilaBurrows(Miss) p.p.DavidMclean SecuritiesManager

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Age 28

Dateof Birth12Nov 20-

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Address Furstenweg1.10, D-30000,Hanover71 relwening(49) 511251068

Teldaytime (49) 511-506941x155

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Nextof kin Mr Kurt Bauer,father (seeaboveaddress) Educatkrn School/u n ivlcollege

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International Bank Georgenplatz108 D-30000HannoverL X.mcr rrd dd.rrrcl

Hittorfstr. D-80000 Munchen Hre you any of thc following rtilhl

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lT rkills: (Tickappropriatebox) !1 Spreadsheets tl Wordprocessing I Desktoppublishing(DTP) X PowerPoint E Database 7 Keyboardskills to TB E| Bookkeeping Accounts: ! Manual E Computerized MTclex [if Curtomcl contact Drlvlng Licence Flllng

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Herr Prof.K. Weil, Universitat Mtinchen, Hittorfstr., D-80000 Mi.inchen Herr Wolfgang Ltiers,Director,International Securities,International Bank,

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Reading,chess,skiing, swimming, andtennis

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Assistantto Director Lzz,OOO of InternationalSecurities Dept.Buyingandsellingsecwities

(rn w" )pprorchyourEmployer for a reference?

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Date(s)before5 Sept.

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Signature

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25WestboundRoad Borehamwood Herts WD61DX 18June20Mrs J.Hastings PersonnelOfficer International Computing Servicesplc CityRoad LondonEC34HJ

YourRef:KH 305/9 DearMrs Hastings I would like to apply for the vacancy advertisedin the Guardian on 16June for a PersonalAssistantto the SalesDirector.

Coveringletter wlth cv In this example,notice that the applicantstarts by referringto thejob advertisement. 5hethen goeson to expandon her presentdutiesand give other information that shefeelsis relevant to the post.Shealso explainswhy sheis applyingfor th is particularvacancy.lf, on her cv,shegivesher currentemployersas nereneEs,shecould mentionthat shewould preferlnternational not ComputingServices to approachthem until after an interview.

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As you will seefrom my CV,I am currently PersonalAssistant to the Sales Manager of a small engineering company.In addition to the day-to-day administrationwork,l representthe SalesManagerorl someoccasionsand am delegatedto take certainpolicy decisionsin his absence. I speakgood French and Italian, and use both languagesin the courseof my work. I am particularlyinterestedin this post asI would like to becomemore involvedwith an IT organization and am veryfamiliarwith many of your software products. If there is any further information you require, pleasecontact me. I look forwardto hearing from you. Yourssincerely

(arol, Rrk* CarolBrice(Ms) Enc.CV

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C u r r i culu m vitae {cvJl T herea rea n umb er ofways of presenting informationin a cv. Traditionally,the sequencewa5 name, address, contactdetails, maritalstatus, education, qualifications, work experience,referees, and interests.However. it is now morecommon to beginwith brief personaldetails, followed by a short profileor descriptionof yourself(sometimes alsoca lleda cAREER suMM ARY).Afte rtha t , the most important informationis recent employmenthistory, and skillsa nd qualificatio ns. In th e interestsof you completeness, shouldaccountfor all yearssinceleaving school,but if the informationis irrelevant tothe positionyou are applyin gfo roris some yearsold,youshould summarizeit as briefly as oossible. Thesedays,it is generallyunnecessary to mention maritalstatus. children,age,health,or currentsalaryunless lly askedto do specifica so,but this willvary accordingto the law and customin different countries. Hereis a typicalcv for an exoerienced professional.

WendyBenson CharteredStatistician Address

48 DanburyRoad Amersham Bucks HP8 5SM

Telephone

07494665093

Email

[email protected] uk

Profile

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A highly competent qualitative and quantitative market researcherwith wide experiencein advertising,market researchcompanies,government research,and productionand retail organizationsin the UK and overseas. Highly numerate,with excellentcommunicationskills. Analytical, innovative, self-motivating, confident. Able to lead ortowork aspart of ateam Welcomesnew challenges,especiallyif they involve implementing and developing schemes. Experiencedtrainer and facilitator FluentinFrench and German Computerliterate.

Employment 2002-present

Department of Employment SeniorMarket Research Officer Responsiblefor planning and implementing researchon future government manpower requirements;formulated marketing strategies;conductedcustomercarestudy;setup databasefor labour-force survey.Organizedstatistical training coursesfor government staff at all levels.Responsible for a team of six market researchers

1995-2002

Universal Advertising PLC AssistantDirector,Research and PlanningDepartment.Responsible for trade and consumer research;market information systems;market forecasting; trade and consumer analysisof existing and new businessfor marketlng and salesdepartments.Managedtwo membersof staff

1997-1995

MMBC Associates Market Researcher. Involved in researchon products and data relating to the retail food and beveragemarket.

Qualifications

MBA, Open University (part-time) Diploma of Institute of Statisticians BSc.(Mathematics and Statistics),University College,London

Publications

Seelist atiached

1995 7991 1 9 90

Curriculum vitae (cv)2

AdamHall

a Thi si sa typi cal cvf or recentgraduate.

Date of birth: Address: Tel.: Email:

25February1925Victoria Road,Birmingham Bl9 zZK orzt 895399t4 adhall@interservenet uk

ProfiIe

A highly-motivated, well-travelled, and creative graduatewith practical work experiencein both salesand TEFLteaching A 4-month postgraduateresidencyat the Biosphere2 Center,Arizona,has given me wide-ranging knowledge of, and insight into, environmental problems and ways of presenting them to the pubiic.

Education

19--19-

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King Edward'sSchool,Birmingham O Levels:Art, Biology,Chemistry English,French, Geography,History Maths, Spanish Alevels: Art Environmental Studies Chemistry Spanish

20--20-

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LeedsMetropolitan University BAHons EnvironmentalStudies: 2:7 Academy SchoolofEnglish, Leeds Cert CELTA

Work experience

April 19--luly

19-

Weekendsalesassistant,Kings Norton Garden Centre,Birmingham

January20--May 20- TEFLtutor, lA Schoolof English,Katowice,Poland Other information

September20-December20-

4-month residencyat the Biosphere2 Center, Arizona,USA

May 15-16,20-

Co-presented'No smoke...'at the BrettonHall Sculpture Park,University of Leeds.An installation which explored the environmental implications of major forest fires,both natural and man-made

Itne 20-24,20-

'Timemicroscope'at the CoventGarden Co-presented Flower Festival.An installation which explored different ways of presenting information about the natural world

Interests

My main interest outside work, although related to it, is travel. In 19- I took part in a schoolexpeditiontothe HighAtlas mountains in Morocco,and produceda video of thetrip.In my gap year I travelled extensivelyin SouthAmerica, again documentingthetrip bymeans of sketchbooks andvideo.lalsoenjoyWorldMusic, particularly that from countries I have visited, and play the oud (Moroccanlute)

References

Prof.T.N.Fagin DepartmentofEnvironmentalStudies LeedsMetropolitan University LSz3RX

Wher edidA dam studyenvironmental p r oblem s ?

Wh a td i dh e d o w h i l e h ew a si n Po l a n d ? WhoisDrElzbieta Gordon?

Dr ElzbietaGordon Principal JASchooloflnglish UlicaCzysta14 Katowice Poland

Wh a t d o y o u t h i n k Adam'smain interestis?

Wheredid Adam graduatefrom?

What commercial experiencehashe had?

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lnvitation for an intervlew

L.B. Richrnan Associates

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Tel.t+44@)r73572947 Fax:+44@)t733572948 Fmail: [email protected],k

Yourref: 18June20Ourref:K H 305/59

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29 June20MrAdamHall 25Victoria Road Birmingham BtgzZK

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DearMrHall Thank you for your application of L8Junefor the post of -. We would like you to come for interview on Thursday 12Jr.rlyat 11.00a.m.Couldyou phone me on Ext. 217to confi.rmthat you will be able to attend? I look forward to hearing from you. Yourssincerely

Atttt"e Lepih, AnneLevin Recruitment Department

276

M AKI NG

A DECI SI O N

downan applicant Teirning Companiesrejectapplicantsfor a varlety of reasons,themost common of which arelack of relevant quaiifi cations or experience.However, it is unusual for a candidate to be toJ.dwhy he or shehas beenrejected - Thankyoufor attendingour selectionpanel ot1-. We reg ret to inform y ou that y ou inyour application. werenot successful - Weregretthat we are unableto offeryou the position of -,for whichyouwere interviewedo Thankyouforyour interest in XYZLtd. - Wehavedecidednotto appointany of the applicantswho wereintenriewed for thepost -, of on and wiII be re-advertisingthe vacancy.

Offeringa post Lettersto successfulapplicantscanvary in Iength and detail dependingon the type ofjob, whether the companyhas a standardprinted contract,or if for somereason,it is necessaryto give detailsof the terms of employment, Op e n i n g - Wearepleasedtoinformyouthatyouwere in your interviewfor thepost successful - Wewould liketo offeryou the postof - Theselectionpanel hasapprovedyour appointment - Thebank hasagreedto acceptyoufor the post oftrainee,subjectto the usual references. Detailsof employment inyour interview,yourduties Aswe discussed will include... Workinghoursarefrom o8.oo to t6.oo,Mondayto Friday.Youare entitledto z5 d ays'annualIeave,plus all p ublic holidays. Thereis a staff contributorypensionscheme, whichyou wiII be eligibletojoin on successful completionof a six-monthperiod of pr obationaryemployment.Staffbenefits includea subsidizedcanteenand free

membershipof the staff socialclub.Four weeks'noticeof termination of employment is requiredby bothyou and the company. Yourtermsand conditionsof employmentare asfollows: Title: TraineeMaintenanceEngineer. o83o,Monday gth March zo-. Commence: Duties:ServicingaII companyproducts. Hours:8.ooa.m.to 4.oop.m. Days:Monday to Friday,plus occasional weekendsat overtimerate. Holidays: z5 d ays'annual leave,plus all publicholidays. Paid sickleave:maximum z8 daysper annum Annual salary:f-. Overt i me: Time-and -a-half. Doubletimefor publicholidays. pensionschemeat 7%of annualpay. Pension: Benef.ts: Subsidized staff canteen, membershipof staffsocialclub. Notice:Fourweeks'noticeof termination of employmentmustbegiven. Yourtrainingwill commence on Monday, period year. November a one of 4 for a copy ofthe Staff Pleasefindenclosed Handbook,which containsfulldetailsof the termsand conditionsof employmentwith MitchellHiIl.

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C l osi ng Aletter offering a job would invite questionsif anything is not clearabout the terms and conditronsof employment,and askfor written confi.rmationof acceptance.Inthe UK,the law requiresthat companiesoffer a contractof employment,and two copiesof this are often sentwith the letter.The applicantwould be askedto return one slgnedcopywith their confirmation,and keepthe other for their oum records. - I lookJorwardto seeingyou in my ffice at og.ooa.m.onMondayto Januaryzo-.If you haveany questionsconcerningthe enclosed conditions,pleasecontactme immediately. pleasewouldyou sign the enclosed Otherwise, contractoJemploymentand return it with your letterof acceptance.

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- Twocopiesof your contract of employment are enclosedwith this letter.Pleasesign one copyand return it to the PersonnelOficer, Mr TerenceWright, with a letter confirming you haveacceptedtheposition. Mr Wright wiII then get in touch with you with your joining instructions. - Pleasereportto Receptionat o83o on Monday 4 N ovember. YouwiII receivea two day indudion and orientationcourse,and then begin work on Wednesday6 November.

Acceptinga post Lettersconfirming that you accepta post can be brief, as long asthey cover all the relevant points. - Thankyouforyourletter of 4 December zo-offeing methe post of -.1am delightedto accept.I lookforward to seeing youat og.oo,onMondayto January.As requested, I encloseone signedcopyofthe cont ract of employment. - I am returninga signedcopyofthe contract of employment,whichyou sentme with your Ietterof ry February.Iconfi.rmthatlwillbe able to begin work on Monday 9 March at o 8.oo,and lookJorward to seeing y ou then. - Thankyou for offering me the temporary position of traineein your bank,stafting on Monday 4 N ovember.I have read the Staff Handbookandthe relevantdetails concerningtraineeships, and acceptthe conditions of employment.

27E

Makinga job offer

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L.B. Richrrran Associates z7-zgMooreParkRoad Peterborough PE27 t B

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Yourref: 18June20ourref: K H 305/59 Date: 25Julv 20MrAdamHall 25VictoriaRoad Birmingham BI9 zZK DearMrHall

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I have much pleasure in offering you the pesf ef -. I can confirm that your starting salary will be f 21,000p.a.,and your employment will commence on Monday 15August 20-. Pleasesign both copiesof the enclosedcontractof emplopnent and return " them to JoannaHastings,Human Resources Department,at the above address,with your acceptanceletter. Full details of your employment are in the StaffHandbook,a copy ofwhich I alsoenclose.Pleasereadthe relevant sectionsof the handbook carefully, and let me know if you have any queries. Pleasearrive at Receptionat 9.30a.m.onMonday 15August,and askfor me. I look forward to meeting you and welcoming you to the company. Yourssincerely

An*w Lain Anne Levin Recruitment Enc.:Contractof employment (2copies) StaffHandbook

279

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Anne Levin L.B.RichmanAssociates 27-29 MoorePark Road Peterborough PE27]B YourRef:KH 305/9

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I amverypleasedto acceptyouroffer of the posf ef -, 15August 20-.

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As requested,I enclosea signed copy of my contract of employment. I look forward to meeting you. Yourssincerely

Ad^a.il,t HalL AdamHaIl Enc.Contract of employment

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Pointsto remember ! o

1 The wordjob is not usually used either in advertisements or applications.The terms vacang/,post, or appointmenf are more appropriate. 2 If requestingan applicationform,keepthe letter brief, but provide essential details about yourself. \Mhen returning the form, include a covering letter expanding briefly on details that might not be clear,or pointing out important or relevant qualifications and experience- but keep this short as the application forrn or cv should containfull details.

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3 When writing to a prospectiveemployer, rememberto explain whyyou left your previous post,but do not complain about the salary or conditions. Concentrateinstead on your suitability for the post,what you can offer your new employer in terms of experienceor expertise,and why you particular$want it.

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U n i tt > pagez6 1 Becausehe wants to seehow well they will sell i.e.assurances 2 Tradereferences, from other furniture dealersthat Mr Hughes'business has a goodreputation. 3 A provisionalorder;asan emailattachment. 4 No,Mr Hughessaysthe consignmentcanbe sentwith the next deliverv. > Pa8e27 1 Yes. 2 None. 3 Returnthem to Homemakers within two monthsof the dateof the email. 4 Letusknowif wecanbeof anyfurther help. U n i t3 > Page44 1 Toindicatethat he may be ableto sella large quantityofcos. 2 Froman advertisement. 3 Hewantsleadingbrandssuitablefor domestic recording,andsomesamples. 4 Tradediscounts. 5 Yourssincerely. 6 aleading bbrand csubstantialddiscount > Page45 '1,chainofretailers. 2 Men'sleisurewear. 3 At HamburgMenswearExhibition. 4 Quantityandtradediscounts. 5 3o-daybili of exchange, documentsagainst rrrpnfenrc

6 Over5oo. 7 a range b displayedc net price d garment U n i t4 > Page55 1 Thereferenceof M. Gerard's enquiryand also the date. 2 Theyarepart of a consignmentofbankrupt stock. 3 No. 4 A price-listenclosed with the letter,and also post. samplesofthe cosby separate 5 No.HerrGerlachadvisesthem to orderfast as thereis strongdemand. > page56 I Herefersto someof the productsin the enclosed catalogue. 2 Hementionsour worldwidelistof customers 3 ctr to Canadianseaboard pofts. 4 He invitesMs Loweto contactGlastonPotteries for further information. 5 a selectionb choosec receiDtoforder

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> PaSe57 1 Sheis out of stock ofthe types of unit Sr Monteiro is interested in. 2 She mentions that she is testing another consignment of units. 3 No, she saysshe will contact him. > Page 58 1 No, he offers a 15%trade discount, not the zo% which Mr Crane askedfor. 2 By sight draft, cash against documents. 3 He says that he would be prepared to review it when a firm trading associationhas been established. 4 Satex'ssummer catalogue and price list. 5 He mentions other retailersthroughout Euyope andAmerica. 6 asightdraft breview cassociation > Page 59 1 An estimate for refitting Superbuys'Halton Roadbranch. 2 A net total (it excludes ver). 3 BecauseWembley Shopfltters use best quality materials and offer a one-year guarantee. probiems that 4 unforeseencircumstances,i.e. were not predicted. 5 SeniorSupervisor. 6 apremises bworkedout cbacked Unit 5 > 1 2 3 > 1 2 3 4 5 > 1

2 3 4 5 6

page64 Satex's. No. Within sixweeks. page 65 The most likely reason is that he wants to see how the order is handled. The catalogue numbers. Trade and quantity discounts Withinsixweeks. The order number (on 4316). page 58 The crockery shou-ldbe packed in 6 crates,ro setsper crate,each piece individuallywrapped, cratesmarked MacKenzieBrosLtd,fragile,and cro ckery, and nttmbered r- 6. Letterofcredit. There are regular sailings from Liverpool to Canada Yes,providedthe designs arethose stipulated on the order. MacKenzieBros. acrockery bcrates cfragile dstipulated e made up

> Page69 1 By s e a . 2 On3oJuly. 3 GlastonPotterieswill transferthem to Burnley City Bankfor forwarding to the Canadian Union TrustBank. 4 Theysubstitutedthe samedesignin red. 5 a n e c e s s a ryb s e n t c a s p e ryour d withthe exceptionof > Page73 1 Theirmain supplierof chromehasgone bankrupt. 2 Theywillflnd anothersupplier. 3 Bythe middle of next month. 4 Yes. 5 Whether or not Majid Enterpriseswant to cancelthe order. 6 aconcerningbbankrupt cconfldent d assemblede inconvenience > Pa8e74 1 Thecustomerwantsa verylargediscount. 2 By sayingthat z5%is his maximumdiscount. 3 Thathis refusalonly appliesto this order. U n i t6 > pageSz 1 Theinvoicenumber(ro96la3). 2 at(eachprice) 3 L3,z7r.oo 4 Cost,Insurance, andFreight(cIF). 5 By includingn & or (ErrorsandOmissions at the bottomofthe invoice. Excepted) > page83 1 l27o.oo 2 L8o.oo 3 f,r8ooo 4 f,r,58o.oo f5zz.oo. 5 Accountrendered 6 Yes,3%discountfor paymentwithin seven days. > Pa g e 8 9 1 €7,139.oo 2 Thecompanyarewaitlng for compensationfor cargolostin a fire. insurancecompanyhave 3 VanBasten's promisedto paythem compensation within the next few weeks. 4 a c l e a r b i n te n d e d c s h i p ment d compensatione appreciate > Page9r 7 meet 2 A governmentorderto stoptradewith another country. to customers 3 Heplansto selltheconsignments in Brazil.

4 He suggests that Zenith should draw a new bill of exchange in sixty days'time, with 6% interest added 5 atemporary bmajor cconsignment d draw > PaEe92 1 Yes 2 He has commitments (i.e.suppliers to pay) himself. 3 No. 4 He suggeststhat Mr Franksenshould pay half the outstanding balance immediately, by bank draft, and the other half within forty days. 5 Mr Franksen will send a bank draft for half the amount by return ofpost, and the signed n /r 773rfor the other half , page 95 1 Becausethey were moving from Milan to Turin 2 He has encloseda cheque as part payment and promises to settle in a few days. 3 To make a note of Omega'snew address. ,.Page97 1 Copiesof the invoicesmaking up the outstanding balance 2 Three months 3 Yes.They plan to instruct their solicitors if payment is not receivedwithin ten days 4 instruct our solicitorsto start oroceedinas L,i',i

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b Page1o4 1 Becausehe orderedfrom an out-of-date catalogue 2 Deliver the correct consignment and collectthe wrong one 3 Becausehe is cancelling the invoice for the wrong conslSnment 4 He is sendlng him a newwinter catalogue. 5 a looked into b instructed c pick up d mislaid > Pagelo5 1 The boxes were broken open in transit. 2 Becausetheywere crushed or stained. 3 The salewas on a cIF basis,andthe forwarding company were Sig.Causio'sagents,so he must dealwiththem. 4 Alist of damaged and missing articles. 5 Keep it until Sig Causiotells himwhatto do with it. 6 aintransit bestimate ccontact > pagero8 1 He thinks it was caused by dripping water. He will arrange for it to be repaired and seal offthe area.

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2 He thinks it was damaged by metal boxes being dragged acrossit. He sayshe will arrange for it to be repaired,but only if Superbuyspays. 3 By using trolleys to shift metal boxes. 4 Lessthanaday. 5 a inspected b hardwearing c normalwear andtear d shifting Unit $ > 1 2 3 4 > 1

Page122 Becausehe could claim 3%cash discounts. Payment on monthly statements. Becausehe has been a customer for some time. VVhenhe pays his next monthly statement.

Pagez4 He sayshe knows M. G6rard can supply references. 2 He operateson smallprofitmargins. 3 No. Herr Gerlach says he d oes not offer any of his customers credit facilities. 4 He thanks M. Gdrard for writing and says he looks forruard to hearing from him again. > Page129 1 Conflrm that MacKenzie Bros's credit rating is good enough for quarterly settlements of up to f 8,ooo. 2 MacKenzieBros have said Pierson& Co.would be willing to act as their referees. 3 That it will be treated in the strictest confdence. 4 a quarterly b confirmation c warrants d settlements > Pagel3o 1 Contacted MacKenzie Bros to confirm that they were happy for Pierson& Co.to act as referees. 2 He has ahighopinionofthem. 3 Theyhave paidwhen debts were due. 4 He says that Pierson & Co.give MacKenzie Bros credit facilities in excessoflhose they have asked Glaston Potteries for. 5 a inexcessof b confidence > Page132 I He contacted F.Iynch & Co.to confirm that they wanted Grover Menswear to act as their referees. 2 ontheirbehalf 3 Becausethey prefer to take advantage oftheir cash discounts. 4 He saysthey will fake no responsibilityfor how you use this information. 5 a dealingwith b reputable c confldential > Page134 1 He asksif theyhave had any bad debtsin the past. 2 Becausethey may have gone bankrupt under another name

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3 a overdueaccountsb bankruptcyproceedings > page135 1 Two. 2 t4oo,ooo. 3 Not asfar asCreditInvestigations know 4 Yes,the companywastakento courtby L.D.M Ltdto recoveran outstandingdebt. 5 Not always. 6 Theytendto overbuy,i e.buy too muchstock. 7 a investigated b recover c outstanding U ni t9 > Page142 he hasa largecreditbalancein his 1 Because depositaccount. that they discussa formal 2 He suggests arrangement. someoneelsemight readit, causing 3 Because Mr Hughesembarassment. > Page143 1 Because a post-datedchequehadnot been cleared. 2 Because it waspost-dated, i.e.for a laterdate. 3 Hehastransferredf,r,5oofrom his deposit accountto his currentaccount. > Page144 1 Because he wantsto expandhis business. 2 Furnitureassemblykits 3 Sharesandlocalgovernmentbonds. 4 An auditedcopyof his company'sbalance sheet. 5 A documentthat showsthe totalsof money receivedand paidout overa givenperiod,and the differencebetweenthem. 6 adiscussbexpand cexceededdf1rlfil e estimate f audited > page145 1 A loanof f r8,ooo. 2 It is to be calculatedon half-yearlybalances. 3 Homemakers'currentaccount. 4 3o September. 5 arepaid bguarantor dagreement > paget46 1 In orderto expandhis business. 2 Mr Ellison'spreviousoverdraftand the current creditsqueeze. 3 Thathe approachesa flnancecorporation. F P ager49 1 ToB.HaasBV'sbank. 2 Thirty daysafterit hasbeenpresented. 3 Thebankwill handthem overto herwhen she the bill. accepts > P agel 5o 1 A bill of exchangepaidaftera periodof time, e.g.thirty daysafterit is presentedto the

importer (buyer),usuallyby an agentbank in

agentis willing to guaranteethe customer's

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2 PantonManufacturing. Thirty days after presentation. page r59 1 Byquotingthenumberofthemodelandthe number in Delta's catalogue 2 Cost,Insurance,andFreight(crr). 3 roJunezo-. 4 Theyshoulddrawfortheamountoftheinvoice onthe agentbank and supplythe shipping documents listed in the email. 5 EastlandBank. 6 Offcial order 885t 7 The value of the goods might go up. > page 16r 1 SpeirsandWadleylimited. 2 Signedinvoice in triplicate; full set of clean on boardshippingbillsoflading; insurancepolicy or certiflcate in duplicate. 3 Coveringmarineandwarrisksuptobuyer's warehouse,forinvoicevalueofthegoodsplus toYo. 4 No. Tr ans s hipm ent is not per m i t t e d . 5 L4,to6.oo. 6 ro August zooz. 7 Barclay'sBank. 8 The Downtown Bank & Trust Co. 9 No. Partshipment is not permitted. 10 4oo electric power drills. > page 163 1 OnrzJune. 2 TheyhavebeensenttotheEastlandBank. 3 Bymeansof discount,commission,and charges. > pager5S 1 On 3 June. 2 In polystyrene boxes inten cratesmarked r-ro 3 Slxty days after sight (i.e.days after presentationofthe draft). 4 Cooper and Deal are the importer's ( I nt er nat ionalBoat s ) agent ba n k i n H o n g K o n g . ' 5 When to collectthe documents. 6 Acertificateoforigin. 7 Theboatsmustnotbealteredlnanyway. 8 a dinghies b supplied c guarantee d modifled

4 5 6 7

Yes,advertisingsupport. British Crystal must approve the account Sufficient capital, contacts,and facilities aexpand bselection cunique

3 6 {

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l Asoleagency. 2 Yes. 3 Hesuggeststhree:biilofexchange,letterof credit, orbank draft. 4 Threeyears 5 Anunsignedversionwhichcanbediscussed and altered 6 a deducting b dispute / disagreement c initial > pagerT6 1 Direct.by letter of credit 2 No,S.AImporterswouldonlyholdsamples. 3 Leafletsand brochures 4 Foroneyear 5 ThatbothBritishCrystalandSA Importers agreeto renervthe contract 6arepresentative bmeet csubjectto , pageln 1 A soleage:.cv 2 Becausehe coesn t thi.:rk saieswould be as high as Sr Iglasis exeecls 3 The way in u-r;ch par.':nentsare settled 4 Six weeks is too ior.g fcr seasonaldemaads,e g. the Christmas r..rsh 5 Foroneyear 6 (fordiscussionI 7 a minimum b rernit c shorten > page179 1 Becausetheyhavefoundtheyarerestrictive, both for themselves and their customers. 2 Run a publicity campaign. 3 Siny D/S (daysafter sight),D/A (documents against acceptance) 4 a retail b market prices c followed up by pagetSt 1 No 2 Foroneyear 3 thevolumeofbusinesswouldmakeitworth acceptingouroffer. 4 a proposition b envisage c be effective

Unit r o > Pagev4 1 Mr Mohamed AI Wazi,of the SaudiArabian TradeCommissioninLondon 2 NorthandSouthAmerica,andtheFarEast. 3 Ato% commission on net list prices, and an additional 2.5%del crederecommission if the

> 1 2 3 4

Pagergl They are scratched,split, or warped. No,onlyboxes4,5,and6. No He asks if they shouid be returned or kept for inspection.

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Page192 The consignment number. There is a checker'smark on each box. BecauseDiscSA.madethedelivery arrangements. 4 Heenclosesacopyofthecarrier'sreceipt. 5 adam age bgoods depot c s u p p l y '" page r93 1 Eight boxes of c o s 2 In perfect condition. 3 He thinks the consignment was roughly handled and left near a heater. 4 €5oo.oo - the losson invoice value. 5 The consignment was sent carrier'srisk. 6 Copiesoftheconsignmentnoteandinvoice. 7 apremises bassume cfragile dhold > pagergs 1 Air waybill, and customs clearanceand handling charges 2 For customs inspection. 3 BritishCrystalttd. 4 Thedespatchform > page 195 1 British Airways. 2 Three 3 IATA. 4 No. 5 No. 6 Receiver/lmporter. 7 Shipper or his agent; issuing carrier or its agent 8 Natureandqualityofgoods. 9 Pre-paidandcollect. > page 2or 1O n7M ay . 2 Lgr.ooperton. 3 Shipping instructions and an itinerary. 4 adet ails bv es s el c s ails d d u e > Page 2o2 1 ToOrder. 2 That the bill of lading covers goods that might betransferredfromonekindoftransportto another, e.g. ship to train or truck. 3 Under VesselandVoy. No. 4 Theship'scaptainorarepresentativeofthe shipping agency. 5 UnderNumberandkindoJPackages, DescriptionofGoods 6 They would look for the shipping marks on the crates. 7 P&O Nedlloyd. 8 Thattherewassomethingwrongwiththe goods. 9 The original document l0Portofdischarge.

> Page2o3 1 The bill of lading, commercial invoice,and insurance certiflcate. 2 DeltaComputers. 3 Delta Computers. 4 apickup bshipped chandle dadvise >p a g e 2 o 5 1 r8 May. 2 Leavingor sailingfrom, and arriving or docking tn. 3 t 6tz.oo per ton or ten cubic metres. 4 International Shippers'standardshipping note and bill of lading. He needsto complete them and return them to International Shippers. > page2o8 l WestmorlandBank. 2 Acceptthebillofexchange. 3 The B/L is clean. 4 TheAmerica. 5 In the enclosed catalogue, ppro3-rro. 6 EddisJones. > page213 1 By cubic metre or cubic kilogram. 2 Yes,becauseInternational Containerswould offer substantialrebates (discounts). 3 Onz4March. 4 Ahalf-heightcontainer. 5Itwouldcovertheconsignmentdoor-to-door. 6 Door-to-door. 7 Mr Muner adviseshim to do so. > pagezrS 1 Achancetohireit. 2 Melbourne 3 No,sheislargerthantheywanted. 4 Becauseherownersarewillingtoofferapart charter. rx' l itr {rJ > page224 1 Comprehensive cover. 2 Thirty. 3 A sprinkler system, and file exits on every floor. 4 Becausetheir present insurers have raised their rates 5 a comprehensive cover b sewiced c minimal d pettytheft e cover > pagezz8 I Mr McNulty, Westway Insurance's surveyor. 2 This is Mr McNulty's valuation of the damaged stock at current market prices. 3 Damagetothepremises 4 Completethe claim form and return it to Westwaylnsurance. 5 ainspect bpresent cconsequently d complete

Page44 Becausethey are making regular shipments. North and South American eastern seaboard ports. 3 Againstanyeventuality,i.e.allrisks > Page238 1 When they have all the details 2 Becausetheirpackingisinadequate. 3 Worldwidelnsurancemayraiseit 4 aconsider bpointout cmethods d premlum

3 4 5 6

> page253 1 Becauseit is stricUyconfdential andemail is an open system. 2 Becauseif the information was made public before a successorwas appointed it might affect the company's shares,credit rating, etc. 3 Signthememotoconflrmtheyhavereadit. 4 bytheendofthisweek 5 aconfidential bseveral ccandidates '>pa9e2'4 1 Michael Hobbs,the OverseasSalesManager. 2 Be availableto answer questions and explain procedures. 3 Itwillcreateagoodimpressionofthefactory for an important customer 4 a components b procedures c co-operation d essential > pagez56 1 They will increaseproductivity and lower production costs,making the company more competitive. 2 No-onewilllosetheir job. 3 Union representatives, 4 a reduce b affect c learningnewskills > Page257 1 Becauseit has been losing money for three years. 2 ro%ofthestaff 3 Anemployeeagreestogiveuphis/herjob. 4 Overthenexttwoweeks. > page262 1 Becausethey have expanded steadily in SP Wholesalers'markets. 2 Clothes,especiallychildren's clothes. 3 Studythe market forthe next year. a 48% of their annualbudget. 5 Eithernew share issuesorloans. 6 Beforethe end of the financialyear 7 adala bvirtual cturnover I Page25) 1 Notverygood. 2 Tableware.

2

7 8 > 1

3

4 5 5 7

Lr4,ooo. Jordan,Kuwait, and the Emlraies Manufacturers inthe Far East. He should increasehis credit lim:t ar-: : :-,-,: termdraftpayments. M r K a s s i m 's a c c o u n t s a n d a s u m m a n - : : : : , : market research he has done aquarterly bquestionnaire ccrediti,r:: pagez64 Theyusedtheresultsoffocusgroup discussionsto construct a questionnaire lvh.:::they presentedto a random sample of 5oo people. Astatisticalbreakdownof answerstoK&G Advertising's questionnaire. Their products are too expensive,and oldfashioned.They suggestKatz Electrical improve their marketing and brand identification. Acat. Women'smagazines. Increasetheirsales, abrand cold-fashioned bpreferences d account

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> page2To 1 He met someonewho works in Mitchell Hill's SecuritiesDepartment. 2 He is assistantto the Director of International Bank'sSecuritiesDepartment.Hedealsin sharesand bonds 3 He has a degreein Economlcs. 4 To broadentheir experienceof different working systems. 5 An application form and further information aboutavailableposts. , Page275 1 In the Biospherez Center,Arizona, USA 2 HetaughtEnglishasaForeignlanguage. 3 PrincipaloftheJASchoolofEnglish. 4 Theenvironment. 5 LeedsMetropolitanUniversity. 6 He has worked as a salesassistant.

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accountrendered Unpaid amount recordedin a statement of account, details of which were in a previous statement. [6] advicenote Document or messageinforming a customer that a consignment rs on its way to them. [5,rr] advisingbank Bank in a seiler'scountrythat advisesthe sellerthat a letter ofcredit has been lssued in their favour, and may also guarantee

it.Is] agency Company that provides a service.[ro] agent Personor company that acts on behalf of a principal,buying or selling goodsforthem. [r,ro] agent bank Bank representing seller (exporter) usually in the buyer's (importer's) country. The agent bank will hand the shipping documents over to the buyer either when the buyer pays the bank in a documentsagainstpayment transaction (D/P)or when he or she 'accepts', say,a bill of exchangein a documentsagainst acceptance(D/A) transaction.Agent banks are also used in ietters of credit transactions in a ^i".it^,-..^-.vv4y, Drfrrff4r

f"" l Lrrl

air waybill Document that givesinformation about goods sent by air, and stateswhether the buyer or selleris responsiblefor insurance [5,rr] all risks(an) Type of insurance policythat provides cover against all risks except those listed in the policy. lrr,rzl and (&) Co. Abbreviation f or and company,tsed ln companynames. [r] appendix Sectionof a document, e.g.a report, that contains additional information and is attached to the end. Ir4] an Abbreviation for all risks.[rr] arbitration Settling a dispute by means of a third party who is independent ofthe others rather than by a court of law. [ro] asat Uptothisdate.f6l asper Accordingto.[S] assessor Personwho estimates the value of damage to property for insurance purposes [rz] asset Anything of value ownedby a company that can be sold off. lrrl attachment Separatedocument attached to an email message.Icons indicating attachments form part of the header information. [r] attention line Phraseindicating who a letter is f.or,e.g For the attention of the Managing Director. j.l averageadjuster Assessorspecializingin marine insurance claims. [rz] backlog A number of jobs waiting to be done, and which are late, e.g.orders to be filled. [7]

288

bad debt Debt that is not likelyto be paid. [8] balance Differencebetweenthe totals of money coming into and going out of a bank account. 16] Baltic Exchange An intemational exchangefor freight and shipping, based in London. [rr] bankcharges Feeschargedbyabankfor handling transactions.[9] bank draft Chequethat a bank draws on itself and sellsto a customer.[6,8] bank transfer Movement of moneyfrom one bank account to another. [6] b,c.c. Abbrevi ation for blind carb o n copy, used at the end of copiesof a letter or in the header information of copiesof an email messageto indicate that they are being sent to other,people without the named recipient knowing. [r] s/e Abbreviationfor bill of exchange.l3,6l beneficiary Personwho receivesmoneyfrom, e.g.an insurance policy or pension scheme.lrz] benefit payment Payment made from a pension fund or a life assurancepolicy. [rz] bill of exchange(e/r) Method of paymentwhere the sellerpreparesa bill in the buyer'sname ordering them to either pay the amount when the bill is presented, or a specified number of days,e.g.thirty or sixty days,afterwards [6,8,9] bi ll of lading (a/l) Shipping document that gives details of a consignment, its destination, and the consignee.It entitles the consignee to collect the goodson arrival. Ir,rr] blind carboncopy (b.c.c.) Similar to carbon copy (c.c),onlythere is no indication onthe copy of the letter or messagesent to the named recipient that copies are being sent to other people.[r] e/L Abbreviation for bill of lading. ft,r.l blockedstyle Style of writing, e g. an address,in which each line starts directlybelowthe one above.[r] box number Number given in a newspaper advertisement as part of the address to which replies shouldbe sent. [3] brochure Similar to a catalogue,but usually shorter. [3] broker Personor organization that buys and sells goods,shares,or insurance,for others. [ro] budget PIan of income and expenditure for a particular period of time, e.g.a year. [r4] build ing society Type of organization originally set up in the UK to provide mortgages, but now offering a wide range of services similar to those offered by commercial banks. 19] bulk buyer Businessor organization that buys goods in large quantities, e g. a supermarket chain [3]

bulk carrier Ship that carriesvery large quantities of freight without packing, e.g. grain, coal [n] bulk consignment Consignment of goods carried in large amounts and without packing, e.g. ^-^i5r4rrL,

^^-l LV4r

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bu llion market Market dealing in gold or silver in bars. [9] buying agent Agent who buys goods on behalf of a principal and receivesa commission, Buying agents can also act as forwarding agents, clearing goodsthrough customs and sending them on to their clients [ro] buyinghouse Groupofbuyingagents [ro] cabotagelaws Laws that allow a means of transportation, e.g ship, aircraft, to pick up goodsfrom one country and transport them to another for trade. [rr] cAD Abbreviation for cashagainst documents.

l+,sl careersummary Short proflle or description of the subject at the beginning of a cv. [r5] carbon copy (c.c.) Exact copy of a letter or email messagesent to people other than the named recipient. They are listed at the end of a letter or in the header information of an email message.[r] c.c. Abbreviat ion f or carbo n copy, us ed al the end of a letter or in the header information of an email messageto indicate that it is being sent to other people.[r] carriageforward (cr) Condition of saiewhere the customer pays forthe transport ofthe goods.[4] carriagepaid (ce) Condition of salewhere the seller pays for the transport ofthe goods [4] cashagainst documents(cno) Atransaction when the agent bank (acting for the seller/exporter) in the buyer's country presents shipping documentsto the buyer and askshim or herto payforthe shipment before the shipping documents are handed over to the buyer [4,5] cashcard Cardissued by abank orbuilding society to an account holder that enables him or her to withdraw cash from a cash dicnpncpr

fol

cashdiscount Amount taken offthe usual selling price of goodswhen they are paid for by cheque or cash.l3l cashon delivery(coD) Condition of salewhere the buyer pays immediatelythe goods are delivered.[6]

catalogue Book or booklet giving details of goods or services offered by a company, usually with a price list [3] certificateof origin A document that shows where goods were made. [9,rr] c/r Abbreviation for carriag eforward l4l c rs Abbreviat ion f or co nt aine rfr eig ht st atio n. ltt] chamberof commerce Association of business people formed to protect thelr interests and provide services,e.g.supplying information and setting up recognizedstandards oftrading.

o o t

lr,ro] charter To hire a means of transport, e g a ship or aircraft. lrrl charter party Contractfor chartering a ship. [u] chequecard Cardissued by a bank or building societyto an account holder guaranteeing that their chequeswill be honoured up to an agreed limit [9] c rrvr Abbreviation for rail co n sig nm ent not e ltr) circularletter Letter,either advertisingor offering a product or service,circulated to a large number of companies or individuals [3] claimant Personwhomakesa claimfor compensation from an insurance company. [rz] claused Termusedon abillof lading to indicate that goodswere damaged or incomplete when takenonboard [n] clean Term used on a bill of lading to lndicate that goodswere taken on boardin good condition Irr] cleanbill Bill of exchangewithout any accompanying documents. [9] clear (A) To pay an account.(B)To pass goods through customs [6 (senseA); rr (senseB)] clearingagent Personor organizationthatclears goodsthrough customs frr] clearingbank Another termfor commercial

banklsl closedindent Order that statesthe sourcefrom which the buying agent must buy. [ro] caan Abbreviat ion f or r oa d co n sig nm ent n ot e. lttl CoD Abbreviationfor cashon delivery.16] combinedtransportbill of lading Anotherterm f or mult im od aI b ill oJIa ding. [tt] commercialagent Personor companythat acts on behalf of a manufacturer, selling their goods to retailers. lro] commercialbank Type of bankthat deals mainly withprivate customers and small companies in domestic and international transactions l9] commercialinvoice A document that will include the name and addressof the seller and buyer, the terms of delivery and payment and a description ofthe goodsbeing sold.There is a

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standard s Irp Ro document, which exporters can use. [1,1r] commission Chargefor handling a transaction.[ro] commissionagent Another term for com mercial agent.lrol commodity market Market inwhich raw materials and certain manufactured goods (e.g.coffee,copper) are bought and sold in large quantities by brokers and dealers.lro] compensation Money paid by an insurance company for damage,loss,or injury. [7] compliments slip Small piece of paper with a company's details on it, and possibly the name ofthe person sending the slip. Used as a coverlng note for a longer document. [5] complimentaryclosePhraseusedatthe end of a letter, before the signature,e.g.Yoursfaithfully, Yourssincerely.lt] comprehensivecover Insurance cover against most risks [rz] confirmed letterof credit The seller's/exporter's bank (acting as an agent bank) in the importer's/buyer's country conflrms to the sellerthat they will guarantee payment for the goods,thus reducing the risk ofthe buyer/ importer not paying the seller/exporter.Ir,rz] confirming bank Another termfor advising bank.lgl confirming house Agencythat receivesorders from overseas,placesthem, and arrangesfor packing, shipping, and insurance. [9, ro] consequentiallossinsurance Insurance against loss of money as the result of an accident.[rz] consignee Personor organization to which goods are sent by a consignor.[rr] consignment O_uantityof goods sent to supply an order. [r] consignment basis Basison which an agent is employed to resell goods for a commission, e.g. as a distributor. [ro] consignment note Document sent with goods, giving details ofthe goods and sender.It is signed by the person who receivesthe goodsto provetheyhave arrived 15] consignor Personor organization that sends goodsto supply a customer'sorder. Irr] consolidation When small consignments fiom different exporters are Ioaded into a single container. h1] consolidationservices When shippers or forwarding agentsload small consignments from different exporters into a single container.

lnl consularinvoice Invoice,or stamp on a commercial invoice,issuedby the consulate in

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the importingcountrywhich givespermission for goodsto be imported [9] consulateBranchof an embassythatprotectsthe commercialinterestsof the countryit rpnrecenl-c

[r nl

containerVerylargemetalboxin which goods arepackedfor transportation.[rr] containerfreight station(crs) Containerdepotfor imports [rr] containerwaybill Documentthat gives informationaboutgoodssentby container,and stateswhetherthebuyeror selleris responsible fnr

incrrrenrp

[rrl

contract Agreement, with legal force,made between two or more people.[7] correspondentbank Bankthat acts as an agent for another bank. [6] counterfoil Part of a cheque or paying-in slip which can be detached and kept as a record.[9] courtesytitle Title such asMr, Mrs, or Dr used before a person'sname. Ir] cover (n) Insurance;(vb) Provide insurance Iro,rz] covernote Document that provides coveruntil the insurance certificate is prepared Irz] coveringletter Letter accompanying a document or goods,explaining the contents [5] c/p Abbreviat ion for carri ag e paid. l4l credit (n) Sum of money paidinto abank account; (vb) To record in a bank account a sum of money paid in. [9] credit card Card,issuedby a bank or flnance company,that guaranteespayment for the goodsor servicesthe cardholder buys. The cardholder pays the card issuer at a later date.[6,9] credit facilities Means of allowing credit, e.g. payment by bill of exchange,open account facilities. [8] credit note Document informing a customer of money owed by a supplier for faulty or returned goods.It can only be used to buy goodsfrom the supplier. [6,7] credit rating Evaluation of the creditworthiness of an individual or company. [8] credit status Creditworthiness of an individual or company. [9] credit terms Rulesinvolved in maklng a payment, e.g.allowing a certain amount of time, signing a contract,paying by bill of exchange.l8,ro] credit transfer Transfer of money from one bank account to another. [6,9] creditworthy Capableof paying offthe credit offered [8]

crossed Term used to describea cheque or postal order that has two lines drawn acrossit to show that it must be paid into an account and not cashed.[6] current account Account into which the customer can pay money, and draw it out, without giving notice. [6] curriculumvitae (cv) Document describing a person'squaliflcations,work experience,and interests,usually sent with a job application.[r5] cv Abbreviationfor curriculum vitae. p5]

dishonour Torefusetopay(e.g achequeorbillof exchange)becausethere is not enough money in the account [6,9] distributor Personor company that buys goods from a manufacturer and then seilsthem to

o/a Abbreviationfor documentsagainst acceptance.l3l daysafter sight (o/s) The number of days within which a bill of exchange must be paid after presentation 19] Dc Abbreviationfor documentary cred.it.16] dealer Personwho buys and sells shares,goods, or servicesto make a proflt. [ro] debit (n) Sum of money paid out or owed from a bank account; (vb) To record in a bank account a sum of money paid out or owed. [9] debit card Cardissued by a bank that enables payment for goods and servicesto be taken from the cardholder'saccount automatically. [6,9] debit note Document informing a customer of money owed for goodsor servicessupplied.[6,7] declarationform Form used when an open cover pollcy is in operation to provide details of individual shipments to the insurer. [rz] default To fail to do something required by law, e.g.repay money owed, keep to the terms of a contract [8] del credereagent Agent who guarantees customers'debtsho] del crederecommission Commissionpaidto an agent who guaranteescustomers'debts.lro] delivery note Document sent with goodsto a customer.It is signed by the person who receivesthe goods to prove they have arrived

(o/n) When a documentsagainstacceptance bank will not releaseshipping documents until a bill of exchangehas been signed (accepted)by the personreceivingthegoods 13,9] documentsagainstpayment(o/e) When abank will not releaseshipping documents until a bill of exchangehas beenpaid by the person receiving the goods.[4,9] o/p Abbreviationf.or documentsagainst payment l4l draw (on) (A) To write a chequethat instructs a bank to make a payrnent to another person ot organization (B)Towrite a bill of exchange demanding payment from a person or organization frt (senseB)] drawee Personwho must pay a bill of exchange (e g,the buyer) l9l drawer Writer of a bill of exchange,who draws the bill on the drawee(e g the buyer) [9] o/s Abbrevialionfor days afier sight l9l due Arriving or dock[ngln (a destinationport), e g due Hong Kong ltz) due date Date by whlch an accountshouldbe settled [6]

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documentarycredit (oc) Letter of credit that requiresthe sellerto supply shipping documentsto obtain payment from a bank 16,9] document of title Document that allows someoneto claim the goodsspecifiedon it, e g r4u!r5

h1l department of trade Government department that provides services to industrial and commercial organizations [ro] deposit account Type of savings account that requires notice before money can be takenout l9l despatchnote Document sent with a consignment, giving details of what it contains and any missing items that wili be sent later [u] direct debit Similar to a standing order,except the amount is specifledby the payee [9] discount (a e/r) To sell abiil ofexchange to a bank at a percentagelessthan its value. [9]

o

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e and (&) oE Abbreviationfor errorsand omisslonsexcepted 16l endorse(vb) To transfer a chequeor bill of exchangeto someoneelseby signing it on the back [rt] errorsand omissionsexcepted(r & oe) Phrase written or printed at the end of an invoice or statement of account to indicate that the seller has the right to correct any mistakes in it. [6] estimate Pricegiven for work to be done or a serviceto be provided. [r,3] eurobond market Market dealing in bonds issued by European governments [9] eurocheque Chequefrom a Europeanbank that can be cashedat any bank in the world displaying a eurochequesign. Ig] ex- From (a vesselor port of departure),e.g ex-55 Orianna,ex-Hamburg. lt o,e]

291

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excfusiveagent / agency Another term for sole agent / agency.[to] executor Personor organization appointed by the maker of a will to carry out its terms. [9] factor Agent who buys and sells for another organization,but in his or her own name. [ro] factoring Processwhereby a companybuys the outstanding invoices of a manufacturer's customers,keepsthe accounts,and then obtains payment. [ro] rcr Abbrevialion f.orfull container load. [rr] fidelity bond Guarantee against an employee stealing moneyfrom a company. [rz] fi nancialyear Periodusedby companies for accounting and tax purposes.In the UK, from 6 April to the following 5 April. [r4] force majeure Term used in insurance policies meaning an outstanding or unusual event, e.g.a violent storm, an earthquake.[rr] foreign bill Term used in the UK for a bill of exchange drawn, or payable,in another country. [9] foreign exchange Money in a foreign currency.

tsl foreign exchangemarket Market dealing in foreign currencies.[9] forwarding agent Personor organization that conveysgoodsto their destination. Forwarding agents are involved in the Iogistics of transportation, finding the most effective and economical route. [5,u] freight account Invoice sent by a shipping company to an exporter. [rr] full container load (rcl) Consignment from a single exporter that fllls a container. [rr] generalaveragesacrifice Term used in marine insurance to referto cargo that has been deliberately thrown overboard,e.g flammable goods in the caseoffire. [rz] giro Systemfor transferring money from one bank to another. [6] grossprice Priceof goods including additionai costssuch as transport, insurance,and purchasetax. [4] groupage Another term for consolidation. Irr] groupage rates Ratefor container shipments when different consignments are put together in a single container. [11] guarantee (A) A promise that if something goes wrong with a product, the sellerwill repair it; (B)A promise to repay another's debt. [7] guarantor Personwho undertakesto be responsible for, or to repay, another's debt. [9]

292

handling charge Freight company's chargeto an exporter for dealing with the documentation for a consignment. [tt] houseairwaybill Airwaybill issuedto an individual consigneewhen consignments have been consolidated.[rr] IATA Abbreviation for lnter nat io nal Air Tr ansoort Association.lttl Ic D Abbreviat ion for inland clear an ce d ep o t. [tt] fMo Abbreviationfor international money order.

t6l Inc. Abbreviation for incorporate d, lsed i^ comPany names h] incorporated_Americantermfor public limited company. L1l Incoterm Term establishedbythe International Chamber of Commerce (tcc) indicatingwhich price is being quoted to the customer > see Pager 51-52.[2,4] indemnify To promise to protect someone against money lost or goods damaged [rz] indemnity A promise to protect someoneagainst money lost or goods damaged.[ro] indent Order fiom another country. [ro] inherent vice Term used in insurance policies meaning something inthe content ornature of goodswhich causesdeterioration, e.g.flsh or fruit can go bad, metal can oxidize. [rr] inland bill Termusedinthe UKfor a bill of exchange payable in the country in which it is drawn up. [9] inlandclearancedepot (tco) Depot where goods are collectedand sent on to their flnal destination. [rr] insideaddressAddressofthepersonaletteris written to. [r] instructionsfor despatchform Consignors fill out this form for transport companies or forwarding agents so the details of the consignment, e.g. contents,packing, measurements, and its departure and arrival dates and placescan be put on the relevant transport documents, e.g.the waybills or consignments notes. insurancecertificate Document that an insurance policy is written on. [5,r2] insuranceof interest Insurance against making a businessmistake [rz] insuranceof liability Insurance of responsibility for loss or damage,e I a company's responsibility to compensateemployeesfor injury at work. [rz] intermodaf Another term f.ormultimodal. lrtl

InternationalAir TransportAssociation(tara) Association of major airlines that meets regularlyto agreeon routes and chargesfor their services.lrr] internationalbank draft Chequethat abank draws on itself and sellsto a customer,who then sends it to a supplier in another country. [6] InternationalChamberof Commerce(tcc) Association of businesspeople that promotes and protectstheir interestsin businessaffairs.[4] internationalmoneyorder(tMo) Moneyorder bought from a bank to send to someone in anothercountry 16] InternationalUnderwritingAssociation(t ua) Body responsiblefor Institute CargoClauses.Irz] invoice List of goods or servicesthat stateshow much must be paid for them. [5,6] irrevocableletter of credit Letter of creditthat can only be cancelledwith the agreement of the seller.14,91 issuingbank Bankthat issuesaletterof credit.lg] t/c Abbreviationfor letter oJcredit.f6,gl LcL Abbreviat ion f or less than full cont ain er load. [tt] lessthan full containerload (rct) Small consignment that does not flll a container and can therefore be shipped in the same container as other consignments. [rr] letter of credit (t /c) Document lssuedby abank on a customer's requestthat orders an amount of moneyto be paidto a supplier [6,9] letter of indemnity Letter issued by an exporter accepting responsibility for goods lost or damaged during shipping [rr] letterhead Printed addressofthe sender,in the UK usually at the top of the page. lrl life assurance Form of insurance providing for the payment of a specifledsum to a named beneficlary ifthe policyholder dies.[rz] limited liability Company in which the shareholdersare only responsiblefor the capital they have contributed if the company goesbankrupt. [r] line Particular item made or soid by a company

trl Lloyd'sof London An associationof underwriters and insurance brokers.Irz] Ltd Abbreviationfor limited liability, usedin company names. [r] long-term credit facilities Credit facilities that allow a buyer a long period of time to pay. [5] loyalty discount Amount taken offthe usual selling price of goodswhen they are sold to a regular customer 14]

make up To put together, e.g.an order. [5] merchant bank Type ofbank that specializesin international trade and flnance, and deals mainly with large organizations.[9] mortgage A loan for which property is the security. l9l movement certificate Usually called a EUR1.This is a customs certificate completed bythe exporter and countersignedby Customsto obtain a preferential duty rate for goods coming into the EUfrom an outslde country.It has preferential duty rates with the EU country e g. countries that were part of the Lomd Agreement could get a specialduty rate [rr] multimodal Usedto describeunits for transportation, e.g.containers,that can be transferred between different systems,e g truck,train, and ship [rr] multimodal bill of lading BiIl of lading covering more than one means of transport, e g road and sea.[rr] mutual Description of a company or institution in which there are no shareholdersand in which all proflts are distributedto policyholders or members. [9]

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negotiabledocument Document, e.g.a bill of Iading, that can be bought or sold [rr] negotiablesecuritiesSecuritiesthat canbe exchangedfor goods,money, etc. [9] net invoicevalue Value of an invoice without extra chargessuch as shipping. fto] net price Pnce of goodswithout additional costssuch as transport, insurance,and nrrrcheceiev

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new issuemarket Market dealing in new share issues.[9] non-Conference ship Shipthatis not amember of the Shipping Conferenceand doesnot travel on scheduledroutes. frr] non-exclusive agent/ agency Personor organization that sellsthe products of a manufacturer alongside other agents in a particular country or area.[ro] non-negotiablewaybill Waybill that cannot be boughtorsold [rr] non-recoursefactoring Buying up an outstanding invoice and claiming the debt from the customer fro] on approval Term used for goods sent to possible customers to look at or use before buying them

lrl online banking Using the Internet to transact bankbusiness [9]

291

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on their own account In their own name.fiol open accountfacilities Account in which a customer is given an agreedperiod of time, e.g.three months, to pay for goods.[4,8] open coverpolicy Type of marine insurance policy that provides coverfor all shipments made by the policyholder over an agreed period, e.g.six months. [rz] open indent Order that allows the buying agent to buy from any sourcethey choose.[ro] option Right to hire a ship. [rr] out of chargenote Note issued by customs when goodshave been cleared [rr] outstanding Unpaid.f5l overdraft Loan made by a bank to an accountholder, enabling them to take out more money than is intheir account [9] overdraw Totake out more moneythanthere is in a bank account. [9] overhead A regular cost of running a company, e g wages,rent. [9]

private ban k Similar to a commercial bank, but owned by one person or a partnership and therefore a much smaller organization [9] pro forma invoice Invoice sent in advanceofthe goods ordered.[5,6] promissorynote Document inwhich a buyer promises to pay a seller a certain amount of money by a certain date. [6] proposalform Form completed by a person taking out an insurance policy that stateswhat is to be insured, how much it is worth, how long the policywill run, and under what conditions it is to be effected.[tz] prospectus (A) Similar to a catalogue,but issued by a schoolor college;(B)Document published by a company, giving details of a new share issue [3,senseA] protest To take legal action to obtain payment, e.g of an outstanding bill of exchange 16,91 public limited company (elc) Companywhose sharescan be bought and sold by the public. [r]

packing list list of goods being sent.This repeats some of the information on a bill of lading, but is a separatedocument. [n] p and(&) p Abbreviationfor postage and packing

quantity discount Amount taken offthe usual selling price of goods becausethe buyer is purchasing a large quantity. [3] quarterly report Report published everythree months. [r4] quarterly statement Statement of account sent to a regular customer every three months. [5] quotation Pricegiven for work to be done or a serviceto be provided. [4,r2]

t6l paying-inslip Printed form used by an account holder to record cashor chequespaid into a bank account. l9l payload The part of a cargo that earns money for the shipping company [rr] pet prc For and on behalf oJ.lrl pt c Abbreviationfor public limited company, used in company names [r] postageand packing(p&p) Chargefor postage and packing goodsto be sent to a customer. [6] postal order (ux) Document bought from a post office that representsa certain amount of money. It is a safe way of sending money by post.[6] p.p. Abbrevialionfor per pro, used before the sender'sname in a signature block to indicate that a letter is signed on behalf of someone else,e.g.a personal assistant signing on behalf of a manager. [r] premium Payment made to an insurance company in return for cover [rz] primary source In research,sourceofflrst-hand information such as an interview or questionnaire h4] principal Personor organizationthat hires an agent or broker to buy or sell goodsfor them

Ir,ro]

294

railconsignmentnote (crM) Consignmentnote sent with goodsby rail. [rr] receipt Adocument showing that goods have been paid for. [rr] recoursefactoring Similarto non-recourse factoring, but claiming the debt from the manufacturer if the customer cannot pay. [ro] referee Personwho writes a reference (senseB).[8,r5] reference (A) Figures (e.g.date) and / or letters (e.g.initials of sender)written at the top of a Ietter to identify it, often abbreviated to ref (B)Written report on a company's creditworthiness or a job applicant's character and suitability for the job h(A), 8,rSF)l remittance Payment. [6] retailer Personor company that buys goodsfrom wholesalers or manufacturers to sell to the public. [3] revocableletter of credit Letter of credit that can be cancelled.[9] road consignment note (cmn) Consignment note sent with goods by road. [rr]

sAD Abbrevlation for sinqleadministrative document.ltt] saleor return Term used when the supplier agreesto take back any goodsthat the retailer -^--^+ LdrrlruL

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salutation Openingof a letter,e g Dear Sir/ Madam.lrl savingsaccount Account with a bank or building societyfor personalsavings.lnterestratesare higher than on other types of account.and therefore there are usually restrictions on when money can be drawn out [6] scP Abbreviationfor simplified clearance procedure fn] secondarysource In research,sourceof information such as a book or a report. [r4] securities Items or investments,e.g.shares,that can be bought and sold on a stock exchange [9] settle (vb) Topayan account.[6] settlement Payment of an account [5] ship To send goodsby any method oftransport, i.e.by road,raii, or air as well as by sea [5] shipbroker Agent who arrangesthe transport of cargoby ship. Irr] shipment Consignment.[7] shippedbill of lading Bill of lading signedwhen goods are already on board a ship. [rr] shippedcleanon board Phraseindicating that the bill of lading was clean,i e.the goodswere taken on board in good condition. [rz] 5hi pping Conference International organization of shipowners that setsprices for transporting goods or passengerson scheduledroutes. [rr] shipping documents The documents usedfor shipping goods,and usually including depending on the type oftransport -Bill o;f Lading (or Airway B|II),commercial invoice, insurancecertifcate andany other customs documents that may be required in the shipment, e.g.Health Certiflcate(for food),EURl to get preferential tariffs, Certiflcateof Origin, etc. [5] shipping mark Distinctive mark put on the sidesof cratesand boxesindicating who they belong to. [rr] sight biff Another term for sight drafi.fgl sight draft Bill of exchangethat must be paid immediately it is presented.14,6,9] signatureblock (A) Name andjob title typed below a handwritten signature at the end of a Ietter; (B)Sender'sdetails that appear below his / her name at the end of an email message.[r] simplifiedclearanceprocedure(sce) Customs clearanceprocedureused in the European Union to make documentation easierfor exporters and agents.lrr]

singleadministrativedocument (sao) Eight-part set of customs forms for export declarations, used in the EuropeanUnion. [rr] soleagent / agency Personor organization that is the only one allowed to sell the products of a manufacturer in a particular country or area.[1o] soletrader Personwho owns and runs a business ontheir own. [r] specificindent Anotherterm for closedindent

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Irol specimensignature Exampieof a customer's signature.usedby a bank to identify documents as being valid [9] standardshippingnote Document completedby the exporter that gives information about a r nns i onm eni

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receipr l11l standbyletterof credit Bank guaranteeto the sellerthat they,,,,'illbe paid l9l standingorder Orderto a bank to pay someonea s nc r i 6ed

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stockexchange Marketrvherestocksand shares arebought and sold -ro] stop (a cheque) To instruct a bank not to honour a cheque l9l subjecttitle Phraseindicating what a preceof correspondence is about.e g c os damagedin post.In a letter it is placeddirectlyafter the salutation;in a fax or email it forms part of the header information fr] subrogation lnsurer'sright to claim damaged goodsfor which they have pard compensation

Irzl subsidiary Company of which at least half the share capital is olvned by a larger company,but which may trade under its own name [3] syndicate Group of people or companieswho work together to make money. [rz] take legal action To hand over a matter, e.g nonpayment of a bill, to lawyers 17] tanker Ship that carriesliquid bulk consignments,usually oil In] tariff list of prices chargedfor goods or services L1U telegraphictransfer (rr) Quick method of transferring money to an account abroad The sender'sbank cablesthe money to the receiver's bank. l6l tender Writtenestimate,usuallyforalarge;ob13] term draft Billofexchangethat mustbe paidon a particulardateafter goodshavebeen sent [6]

295

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termsof payment Termsthe buyerand seller agreeregardingdiscounts, methodsof payment,shipment,and documentation. [9] throughbill of lading Anotherterm for multimodaI b iIIof Iading ln) time charter Charterthat lastsfor a periodof time,e.g.sixmonths.Irr] title Thelegalright of possession. [r] to account Termusedwhen part of a paymentis made.[6] to order Phraseusedto indicatea negotiable document.[rr] tonnagevalue Thecostperton of cargofor charteringa shipundera voyagecharter.lrrl tradeassociationOrganizationthatrepresents andpromotesa particulartrade.[8,ro] tradediscountAmounttakenoffthe usualselling priceof goodswhen they aresoldby a manufactureror wholesalerto a retailer.[3] tradejournal Publication,usuailyweekly or monthly,specializingin a particulartrade or profession. [ro] tradeprice Pricepaidfor goodsby a retailerto a wholesaleror manufacturer. [3] tradereferenceReference in which a personin onecompanygivestheir opinionasto the creditworthiness of anothercompanyin the sameareaof business. [3] traveller's chequeChequefor a fixedamount, soldby a bank,that canbe cashedby the buyer in othercountries.[9] trial order Order,usuallyfor a smallquantityof goods,to testthe market.[5] trustee A personor organization that manages moneyfor anotherpersonor organization. 19] rr Abbreviationf or telegraphictr ansfer.16l tue Unit of containerstowageequalto onezoft (6.tm)container.Irr] turnover Totalbusinessdoneby a companyin a givenperiod,e.g.a year.[3] underseparate cover In a separateenvelopeor parcel.[4] underwriterPersonor organizationthat examinesa risk and calculatesthe insurance premiumto be charged.[ro,rz] unsolicited Not askedfor, e.g.an applicationfor a postthat hasnot beenadvertised[r5] unvaluedpolicy Typeof insurancepolicyin which the valueof the goodsto be insuredis not agreedin advancebut assessed ifloss shouldoccur.Irz] usanceBill of exchangethat is paidaftera period of time. [9]

296

vAr Abbreviationfor Value Added Tax. [4] ValueAddedTax (ver) A UK purchasetax. [4] valued policy Type of insurance policy in which the value ofthe goodsto be insured is agreed in advance.[rz] voyage charter Charter for a particular voyage carrying a particular cargo. [rr] wear and tear Normal deterioration of something as it is used.[7] wholesaler Personor company that buys goods from manufacturers and sells them to retailers.

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abbreviations 36 emails zz letterheads rz accident insurance 223 account sales 183 accounting errors and adjustments rrr-r5 accounts, settlement 78-8o,t7z accounts rendered 77,z88g accuracy 36-7 acknowledgement oforders 63,56 ofpayments 8o acronyms,inemails zz addresses emails zo-r enrrplnnc