Task6

1. Task6 Complaints, Claims and Arbitration

2. Contents 1. Aims and Requirements 2. Teaching tasks 3. Useful sentences & Homework

3. Aims and Requirements • In this chapter, students are required to grasp as follows: • 1.Know some basic knowledge about complaints, claims and arbitration • 2.Know how to write letters about complaints, claims and arbitration • 3.Master some negotiation strategies.     • 4.Grasp some words, expressions and typical sentences on this topic.

4. Teaching tasks • Task 1. Learn some basic knowledge about complaints, claims and arbitration • Task 2 Learn some dialogues and letters about complaints, claims and arbitration, master how to write. • Task 3 Learn some negotiation strategies. • Task 4 Useful words, expressions and sentences • Task 5 Practice

5. Task1. Learn some basic knowledge about complaints, claims and arbitration • Types of Complaints and Claims 申诉与索赔的类型 • There are two different kinds of complaints and claims made by the buyer. • 1) The Genuine Complaints and Claims 真诚的申诉与索赔 • The wrong goods may have been delivered; 错发货物； • The quality may have been found unsatisfactory; 货物质量不满意； • The goods may have been found damaged, short-weight, missing or late; 货物损坏、短丢失或迟到； • The prices charged may be excessive or not as agreed. 货物价格太高或与商定不符。 • 2) The False Complaints and Claims 虚假的申诉与索赔 • The false complaints and claims is made by the buyers who find fault with goods as an excuse to escape from the contract, either because they no longer need the goods any more or because they found that they can get the similar goods cheaper elsewhere.

6. How to Handle Complaints or Claims 怎样处理申诉与索赔 • Requirements of a Complaints and Claims Letter Writing: 申诉与索赔信函写作要求： • The opening states the problem to complain by regretting, and mentions the date of order, the date of delivery and the goods complained about; • The body gives, if any, additional information---- “why it is necessary to write”, “why and how you are inconvenienced”, etc., in order to state your reasons for being dissatisfied and ask for an explanation; • The body also states that what you want to be done---- what you consider a reasonable demand to satisfy your claim. • Letters in reply to the complaint or claim should always be courteous. Even if the complaint is unreasonable, the sellers should not say so until they have sufficient and reliable evidences on which to refuse the claim.

7. Principles of Dealing with Complaints and Claims：处理申诉与索赔的原则 • Judge whether the complaints and claims are justified; If the complaints and claims are justified, the seller should admit it at once, express his regret and promise to satisfy the buyer’s reasonable request; • If the complaints and claims made by the buyer are not justified, the seller should point out politely and in an agreeable manner. It would be a wrong policy to reject the buyer’s request without thinking; • If the seller cannot deal with a complaint promptly, acknowledge it at once; explain that the matter is being investigated and a full reply will be sent later. All complaints and claims should be treated as serious matters and thoroughly investigated.

8. Task 2 Learn letters about complaints, claims and arbitration, master how to write. Lodge a claim for inferior quality • Dear Mr. Wang, • We have been transacting with you for quite a number of years and have always covered our requirements from you. We can say for certain that we have established good business relations with your firm in the interest of both parties. However, we have examined the raincoats you shipped to us against our order No. 1234 and regret to find that many of them contain flaws of some kinds or other. Since the contract is concluded on the terms of sales by sample, any discrepancy between the sample and the goods shipped to us is unacceptable. We are therefore writing to ask you to accept return of the faulty raincoats, amounting to 150 pieces in all, and to replace them by raincoats of the quality in conformity with the sample. • Your early clarification and settlement of the case will be appreciated. • Best regards Jhnson ABC Commodities

9. Writing skills • Contract No. and product name • The reason for the claim/complaint • Compensation requirement • Waiting for confirmation • Contact information

10. Specimen Letter Settle a claim • Dear Mr. Johnson, • We have received your letter of Sep 11th complaining about the raincoats supplied to your order No. 1234. • Your letter has caused us a great deal of concern. We immediately tested a number of raincoats from the production batch you referred to and we regret to say that they are not perfect. The defects have been traced to a fault in one of the machines and this has now been put right. • We are arranging to send you 200 raincoats to replace the faulty 150 pieces. The extra 50 pieces we are sending you are free of charge. It is appreciated if you can return the faulty raincoats to us, carriage forward. • Please accept our sincere apologies for the inconvenience and trouble caused to you. We hope that our above arrangement will meet with your approval and that you will continue placing orders with us as before. • Waiting for your confirmation. • Best Regards • Wang Hao

11. Writing skills • Thanks and regret • Reasons of mistakes • Free of charge • Apologize • Wish for relations • Contact information

12. Task 3 Learn some negotiation strategies. • Correct Negotiation Strategies to Guarantee Successful Claims正确的谈判方法是索赔成功的保证 • Correct evidence is most important in claims. Followings are some practical negotiation experiences: • 1. No inferiority and no superiority: • 2. Study and analysis • 3. Know yourself and others

13. Task 4 Useful words, expressions and sentences • Words and expressions • claim for Short weight 因短重提出索赔 • 提起索赔的原因通常有： • Claims for inferior quality 因质量低劣提出索赔 • Claims for short delivery 因数量短缺提出索赔 • Claims for improper packing 因包装不当提出索赔 • Claims for late delivery 因延迟交货提出索赔 • independent 中立的 • public 公众的，公认的 • recognized 公认的 • authorized 权威的 • third 第三方的

14. Sentences • You have short-shipped this consignment by 600kg. • Upon examination, we found that the color varies and the finish is unsatisfactory. We cannot possibly deliver the merchandise in this condition to our customers, but might accept the lot at a reduction of 15% on the contract price. • After re-inspection at port of destination, the quality of the goods was found not in conformity with the contract stipulations. In support of our claim we are sending you a copy of a survey report issued by CIQ. • We regret to point out that the goods delivered are not up to the standard of the samples. • Case No.11 was found to be 15 packages short. As the case was in good shape and did not appear to have been tampered with, we assure that they must have been short shipped.

15. Task 5 Practice • Oral Practice. Make a dialogue according to the following situations and requirements • You are importing 500 sets of Sony digital camera DSC-P100 . But you received a wrong goods of DSC-P80. Making a dialogue on how to deal with the shipping wrong goods.

16. Writing practice: Write a letter according to the following requirements • Write to your suppliers explaining that in a delivery of metal wastepaper bins (金属废纸箱) twenty-seven were either slightly dented (凹痕) or badly scratched（划痕）and that you have had to sell them at a price considerably below the recommended retail selling price. Submit a claim for the difference between the recommended retail price and the price at which the damaged bins were actually sold.

17. The End Thank you!