国际商务谈判（英文）Unit_12_Complaints__Claim教材教学课件.pptVIP

Unit 12;Introduction;Objectives;Briefing;Let’s how you have prepared: Task 3;Let’s learn some knowledge;5. Delivering the wrong goods． 6．Short—loaded or over—loaded goods． 7．Delay in shipment or non—delivery． 8．Poor packing of the goods． 9．Damage to the shipped goods． 10．Loss of the goods．;How to complain effectively? 1．Remain as calm as possible． 2．Tell the facts which caused the complaint or claim． 3．Remind the other party of the possible impact to the mutual business relations due to the complaint． 4．Explain the remedy you want． 5．Express your wish for an early settlement．;6．average level 平均水平 7．refund the goods 退回货款 8．replace the goods 换货 9．I can’t say for certain off—hand 我一时说不准 10．turn out to one’s satisfaction (结果)令某人感到满意 11. drawn at random 随便抽出 ;Something Special in This Unit;Notes 1. citric acid monohydrate 柠檬酸(主要用于食品工业，可作为生产饮料、果汁果酱、水果糖、水果罐头等的酸味剂、凝结剂、增香剂、护色剂和防腐剂) 2．become tough 变硬 3．1odge (raise，file，submit) a claim against sb．for sth． 因某事向某人提出索赔 entertain／meet one’s claim 接受索赔 settle a claim 解决索赔; reject a claim 拒绝索赔 dismiss a claim 驳回索赔 claim US$10，000 from sb．for the damage to the goods 因货物损坏向某人索赔10 000美元 4．improper packing 包装不当 5．uncover the package 打开包装 6．bear the cost and risks of loss or damage 承担损失或损坏的风险;7．be held responsible for… 责成对……某事负责 8．absorb moisture in moist air 在潮湿的空气中吸收水分 9．not sealed well enough 密封性不够好 10．keep out all the moisture 防潮 1 1．take responsibility for the risk till the goods passed over the ship’s rail 承担货物越过船舷时的风险 ;Sample Dialogue: Claim for Improper Packing Dongfang Trading Company signs a contract with the Peterson Company and sells two tons of citric acid monohydratel on FOB basis．When the goods arrive at the port of destination，the buyer finds that part of the goods have become tough2．Thus，they lodge a claim against the seller for3 the loss due to the improper packing4 of the goods．;(A：Mr．Johnson，the buyer B：Mr