Letter SizeРазмер письма зависит от его темы. Правильно выбранный размер письма содержит нужный объем информации. Dear Mr Brown, Thank you for your enquiry of 5 November. We have enclosed our winter catalogue and price-list giving details of c.i.f. London prices, discounts and delivery dates. Though you will see we offer a wide selection of watches, may we draw your attention to pp. 23-28, and pp. 31-36 in our catalogue which we think might suit the market you are dealing with? And on page 25 you will notice out latest designs in pendant watches which are becoming fashionable for both men and women. As you are probably aware, all our products are fully guaranteed and backed by our world-wide reputation. If there is any further information you require, please contact us. Meanwhile, we look forward to hearing from you soon. Yours sincerely, Приведенное выше письмо составлено по следующему плану: - подтверждение полученного запроса; - сообщение о высылаемых вместе с письмом каталоге и прейскуранте; - обращение внимания на часы, которые его интересуют, а также на последние модели; - упоминание о гарантии и репутации; - приглашение к дальнейшим контактам. Первый блок (абзац) является важным, поскольку он задает тон письма и дает возможность читателю составить представление о вас и о вашей компании. Обычно в первом абзаце благодарят адресата за его письмо, представляют свою фирму при необходимости, сообщают о цели письма.
Срединные блоки представляют собой основную часть письма. В них изложено то, что необходимо сообщить - ответы на поставленные вопросы, определенную информацию или вопросы, которые нужно задать клиенту. Здесь важно тщательно спланировать содержание этих блоков, ясно и четко изложить его в логической последовательности. Заключительный блок (абзац) включает слова благодарности за письмо (если это не было сделано в первом абзаце) и приглашение к дальнейшему сотрудничеству. Можно также кратко повторить основные моменты письма: Once again, thank you for writing to us, and please contact us if you would like any further information. To go briefly over the points I have made - delivery would be six weeks from receipt of order, and payment should be made by bank draft. I look forward to hearing from you soon.
2) Language and Style / Язык и стиль Простота. Деловая переписка часто страдает устаревшим и громоздким стилем изложения, что усложняет понимание основной мысли. Старайтесь писать просто. Прочитайте образец написанного простым стилем письма-извинения за несвоевременную оплату выставленного счета, вызванную объективной причиной, к которому прилагается чек на необходимую сумму: Dear Mr Craig, I am replying to your letter of 15 July asking us to clear our June balance. I apologize for not settling the account sooner, but due to the unfortunate death of Mr. Noel, our accountant, we were not able to settle any of our outstanding balances. Please find enclosed our cheque for $620, and accept our apologies for any inconveniences. Yours sincerely, Вежливость. Простота изложения не значит, однако, что можно пренебрегать вежливостью. Слишком краткое и простое письмо может оказаться грубым: Ясность. Используйте только те аббревиатуры, которые являются общепринятыми и понятными во всех странах. Например, c.i.f. (cost, insurance and freight) или f.o.b. (free on board) известны всем, кто занимается международной торговлей, и они даже произносятся одним словом, а не по буквам: сиф и фоб. Будьте внимательны с числами. В США и Великобритании точка отделяет целое от десятичной дроби (во Франции и России, например, для этого используется запятая): 2.345 - две целых и триста сорок пять тысячных (в США и Великобритании) и две тысячи триста сорок пять (в России и странах СНГ). И наоборот: 10,245 - десять тысяч двести сорок пять (в США и Великобритании) и десять целых и двести сорок пять тысячных (в России и странах СНГ). Точность. Будьте точны при написании должности и звания в адресе и приветствии. Если вы не уверены, какого пола ваш адресат, лучше написать Dear Sir or Madam. При ответе на письмо обязательно делайте ссылку на полученную корреспонденцию. Не допускайте неточностей в указаний цен, размеров, веса и других спецификаций. Проверьте наличие вложений (приложений), если в конце письма вы поставили "Encl." (Enclosures).
SECTION 3 TYPES OF LETTERS / Виды писем 1) Enquiries / Запросы In a letter of enquiry you can ask for or about many things: free samples, catalogues and brochures, info about material and its quality, price lists, quantity discounts, payment and delivery terms, free demonstration, visit of a sales representative............. Краткий запрос: a) Dear Sirs, Please would you send me your Spring catalogue and price-list quoting c.i.f. prices, Le Havre. Thank you. Yours faithfully,
b) Dear Sirs, I would like some information about your Proficiency courses in English beginning this July. Please send me a prospectus, details of your fees, and information about accommodation in London for the period July-December. If possible, I would like to stay with an English family. Thank you. Запрос представителя розничной торговли зарубежному производителю:
В. Cottwold & Co. Ltd. Nesson House, Newell Street, Birmingham B3 3EL Telephone: 021 236 6571 Fax: 021 236 8592 Telex: 341641 Your ref: Our ref: С 351 Satex S.p.A Via di Pietra Papa 00146 Roma ITALY 6 February 2014. Dear Sirs, We were impressed by the selection of sweaters that were displayed on your stand at the "Menswear Exhibition" that was held in Hamburg last month. We are a large chain of retailers and are looking for a manufacturer who could supply us with a wide range of sweaters for the teenage market. As we usually place very large orders, we would expect a quantity discount in addition to a 20% trade discount off net list prices, and our terms of payment are normally a 30-day bill of exchange, documents against acceptance. If these conditions interest you and you can meet orders of over 500 garments at one time, please send us your current catalogue and price-list. We hope to hear from you soon. Yours faithfully, L. Crane Chief Buyer
Analyze the letter: A) Kenneth Beare 2520 Visita Avenue Olympia, WA 98501 Jackson Brothers 3487 23rd Street New York, NY 12009 September 12, 2013 Dear Sirs, With reference to your advertisement in yesterday's New York Times, could you please send me a copy of your latest catalogue. I would also like to know if it is possible to make purchases online. Yours faithfully Kenneth Beare Administrative Director English Learners & Company B) ProSkills Training Centre Jubilee Building Silver Road Wan Chai 6 February 2009 Dear Sir or Madam, I am writing to enquire whether your company could offer a course on Quality Control for our managers. I saw your advert in the HK Daily on Wednesday, 4 February 2009, and the Quality Control Training Course (Ref.: QC 101) mentioned in the advert might be suitable for us. I would like to know if it is possible for you to offer a 3-month training course starting before or, at the latest, on Monday, 23 February 2009, for a group of 20. Could you send us some information about the teaching staff and the possible schedule for this course? I am looking forward to receiving your reply. Yours faithfully, Chapmen Au Managing Director LEARN THE VOCABULARY: With reference to your advertisement (ad) in... Regarding your advertisement (ad) in... I would also like to know... Could you tell me whether... Appreciate Send Available Current Decide Place an order Sample trial order 2) Replies / Ответы на запросы В ответе на запрос посылают письма, составленные по следующему плану: Начало. Обратитесь к клиенту по имени! Если клиент подписался Mr В. Green, начните письмо с Dear Mr. Green, а не Dear Sir, что означало бы, что вы не помните его имя. Поблагодарите автора письма за сделанный запрос. Обязательно упомяните дату письма клиента и номер документа: a)...Thank you for your enquiry of 6 June 1997 in which you asked about... b) Thank you for your letter, NJ 1691, which we received this morning... c)...I would like to thank you for your enquiry of May 10 and am pleased to tell you that we would be able to supply you with the... Подтверждение готовности оказать помощь. Как можно скорее дайте понять клиенту, что вы в состоянии предоставить запрашиваемую услугу. a) We have a wide selection of sweaters that will appeal to all ages, and in particular, the teenage market which you specified... b) I am pleased to say that we will be able to deliver the transport facilities you require. Продвижение вашего товара. Вы должны убедить своего клиента в перспективности деловых отношений с вашей компанией. Недостаточно лишь сообщить, что у вас имеется искомый товар. Возможно, клиенту понадобится сделать с десяток других запросов. Напишите о своих преимуществах и гарантиях: a) We think you have made an excellent choice in selecting this line, and once you have seen the samples we are sure you will agree that this is unique both in texture and colour... b)...We can assure you that Omega 2000 is one of the most outstanding machines on the market today, and our confidence in it is supported by our five-year guarantee. Предложение альтернативных вариантов. При отсутствии запрашиваемого товара (услуги), если у вас есть альтернативный вариант, предложите его клиенту. При этом не нужно критически отзываться о первоначально запрошенной клиентом продукции: a)...and while this engine has all the qualities of the model you asked for, the 'Powerdrive' has the added advantage of having fewer moving parts, so less can go wrong. It also saves on oil as it... b)...The model has now been improved, its steel casing having been replaced by plastic which is lighter, more durable and stronger... Отсылка клиента к другому источнику. Если вы не можете предложить клиенту запрашиваемый товар или его альтернативный вариант, напишите ему, где он может сделать заказ: The book you mention is not published by us, but by Greenhill Education Ltd. If you would care to write to them, their address is... Каталоги, прейскуранты, проспекты, образцы. Убедитесь в том, что упомянутые вами в письме приложения в виде каталогов, прейскурантов и т.д. действительно вложены в конверт. Если вы посылаете образцы отдельной почтой, сообщите об этом в письме. Записи о приложениях и отдельной пересылке делаются следующим образом: Please find enclosed our current catalogue and price-list. The units you referred to in your letter are featured on pp. 31-34 under catalogue numbers Y32-Y37. When ordering could you please quote these numbers? The samples you asked for will follow by separate post. Завершение. В конце письма следует поблагодарить клиента за присланный запрос, а также пригласить к дальнейшему сотрудничеству: a) Once again we would like to thank you for writing to us and would welcome any further points you would like us to answer. b) Please write to us again if you have any questions, or call us at the above telephone number. Образец письма, в котором содержится ответ на запрос:
Satex S.p.A. Via di Pietra Papa, 00146 Rome, Italy Phone: 769910 Fax: (06)681 5473 Telex 285136 Mr. L. Crane, Chief Buyer Your ref.: C361 B. Cottwold & Co. Ltd. Our ref.: D/1439 Nesson House Newell Street Birmingham B3 3EL UNITED KINGDOM 21 February 2010 Dear Mr. Crane, We are pleased to receive your enquiry, and to hear that you liked our range of sweaters. There would certainly be no trouble in supplying you from our wide selection of garments which we make for all age groups. We can offer the quantity discount you asked for which would be 5% off net prices for orders over $2,000, but the usual allowance for a trade discount in Italy is 15%. Enclosed you will find our summer catalogue and price-list quoting prices c.i.f. London. We are sure you will find a ready sale for our products in England as have other retailers throughout Europe and America, and we do hope we can reach an agreement on the terms quoted. Thank you for your interest. We look forward to hearing from you soon. Yours sincerely, (signature) D. Causio Encl.
3) Orders / Заказы Обычно заказы размещают на специальных бланках фирмы, которые прилагаются к сопроводительному письму. В письме указывается на прилагаемый заказ: Please find enclosed our Order №. В письме необходимо подтвердить условия платежа: We would like to confirm that payment is to be made by irrevocable letter of credit which we have already applied to the bank for. Оговоренные скидки также должны быть подтверждены: ...and we will certainly take advantage of the cash discounts you offered for prompt settlement. В сопроводительном письме оговариваются дата и способ доставки: It is essential that the goods are delivered before the beginning of November in time for the Christmas rush. Завершение сопроводительного письма может быть таким: a) We will submit further orders, if this one is completed to our satisfaction. b) If the goods sell as well as we hope, we shall send further orders in the near future. c) I look forward to receiving your confirmation.
Образец сопроводительного письма и заказа:
В. Cottwold & Co. Ltd Nesson House, Newell Street, Birmingham B3 3 EL Phone: 021 236 6571 Fax: 021 236 8592 Telex: 341641 Satex S.p.A. Via di Pietra Papa Your ref: D/1439 00146 Rome Our ref: Order DR4316 ITALY 9 March 213 Attn. Mr. D. Causio Dear Mr. Causio, Please find enclosed our order No. DR 4316 for men's and boys' sweaters in assorted sizes, colours and designs. We have decided to accept the 15% trade discount you offered and terms of payment viz. documents against payment, but would like these terms reviewed in the near future. Would you please send the shipping documents and your sight draft to Northmin-ster Bank (City Branch), Deal Street, Birmingham B3 1SQ. If you do not have any of the listed items in stock, please do not send substitutes in their place. We would appreciate delivery within the next six weeks, and look forward to your acknowledgment. Yours sincerely, (signature) Lionel Crane Chief Buyer Enc.: order form No. DR 4316
4) Complaints / Рекламации Если вам приходится писать письмо-рекламацию, делайте это сразу после обнаружения ошибки, брака и т.п. Нет необходимости начинать письмо с извинений (We regret to inform you... или I am sorry to have to write to you about...). Это лишь ослабит вашу позицию. Начало письма может быть таким: We would like to inform you... Хотим Вам сообщить... I am writing to complain about... Пишу Вам для выставления рекламации... I am writing with reference to Order No. P32 which we received yesterday... Пишу Вам по поводу полученного вчера заказа № Р32... Стиль письма-рекламации должен быть нейтральным. Не допускайте грубых выражений и слов Можно выразить свое неудовлетворение таким образом: a) This is the third time this mistake has occurred, and we are far from satisfied with the service you offer. b) Unless you fulfill our orders efficiently in the future, we will have to consider other sources of supply. c) Please ensure that this sort of problem does not arise again. При ответе на рекламацию сообщите клиенту о получении жалобы и поблагодарите его за информацию: a) Thank you for your letter of 6 August informing us that... b) We would like to thank you for informing us of our accounting error in your letter of 7 June Если рекламация является обоснованной, объясните происхождение ошибки, при этом не обвиняя своих сотрудников (раз вы их взяли на работу, вы отвечаете за их действия): The mistake was due to a fault in one of our machines, which has now been corrected. Признав свою ответственность и объяснив, что произошло, теперь как можно скорее исправьте ошибку и сообщите об этом клиенту: The material you complained about has been withdrawn, its fault was in the weave of the cloth, and this was due to a programming error in the weaving machines themselves. This has been corrected, and replacement materials are now being sent on to you. Если вы не согласны с рекламацией, будьте тверды, но вежливы. Но даже при отрицании своей ответственности попытайтесь дать объяснение по существу проблемы: В заключительной части письма следует написать, что произошедшая ошибка является досадным исключением, и извиниться за причиненные неудобства: a) In closing we would like to apologize for the inconvenience, and also point out that this type of fault rarely occurs in the Omega 2000. b) Finally, may we say that this was an exceptional mistake and is unlikely to occur again. Please accept our apologies for the inconvenience.
Образец письма-рекламации по поводу получения поврежденного товара:
В. Cottwold & Co. Ltd. Nesson House, Newell Street, Birmingham B3 3EL Telephone: 021 236 6571 Fax: 021 236 8592 Satex S.p.A. Via di Pietra Papa 00146 Roma ITALY Date: 15 August 200. Dear Mr. Causio, Our order No. 14478 I am writing to you to complain about the shipment of sweaters we received yesterday against the above order. The boxes in which the sweaters were packed were damaged, and looked as if they had been broken open in transit. From you invoice No. 18871 we estimate that thirty garments have been stolen to the value of £150. And because of the rummaging in the boxes, quite a few other garments were crushed or stained and cannot be sold as new articles in our shops. As the sale was on a c.i.f. basis and the forwarding company your agents, we suggest you contact them with regard to compensation. You will find a list of the damaged and missing articles attached, and the consignment will be put to one side until we receive your instructions. Yours sincerely, (signature) L. Crane, Chief Buyer Образец ответа на рекламацию: Dear Mr. Crane, Thank you for informing us about the damage to our consignment (Inv. No. 18871). From our previous transactions you will realize that this sort of problem is quite unusual. Nevertheless, we are sorry about the inconvenience it has caused you. Please would you return the whole consignment to us, postage and package forward; and we will ask the shipping company to come and inspect the damage so; that they can arrange compensation. It is unlikely that our insurance company needs to be troubled with this case. If you want us to send you another shipment as per your order No. 14478, please: let us know. We have the garments in stock, and it would be no trouble to us send them-within the next fortnight. Yourssincerely, Dr Causio
5) Order Letter / заказ An order letter is usually written when a company buys or orders goods or services. Do not forget to clearly state the exact name of the merchandise, the price, and the amount of payment being sent. 154 Green Avenue New York, USA January 5, 2010 Ms. K. Hutchinson Beller Company, Inc. 424 Park Avenue New York, USA Dear Ms. Hutchinson, Thank you for sending your catalogue so promptly. It arrived within a few days of my request. Please send me the following items by parcel post: 1 copy Emmet and Mullen, High School Algebra $7.50 25 copies Pinehurst, Plane Geometry $8.75 Total $ 226.25 I am enclosing a money order for 226.25. If there are additional charges, please let me know. Please mail the books to the address given above. Very truly yours, Brandon Michael
SAMPLE JOB OFFER LETTER
Name and Address Date Dear Mr./Miss/Mrs./Ms. (Name): Congratulations! We are pleased to confirm you have been selected to work for (Company/Division/Department). We are delighted to make you the following job offer. The position we are offering is that of (Job Title) at a salary/wage of (salary/hourly rate) per (year/month/week/hour). This position reports to (Title and name of Supervisor). Your working hours will be from (state working hours) and/or (normal workdays). This is (permanent/seasonal/contract) position. (If this is a contract position state expected length of term). Benefits Information if relevant to the position: Vacation - __ weeks per annum Probation (or Provisional) Period - from (dd/mm/yy) to (dd/mm/yy) Employee Benefits Include: - MSP - Group Insurance - Short/Long Term Disability - Dental Care - Health care
We would like you to start work on (state desired date) at (state start time). Please report to (name of person to see on start date), for documentation and orientation. If this date is not acceptable, please contact me immediately. Please sign the enclosed copy of this letter and return it to me by (specify date) to indicate your acceptance of this offer. We are confident you will be able to make a significant contribution to the success of our (Company/Division/Department) and look forward to working with you. Sincerely, (Name of person authorized to make job offer) (Position) (Company)
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