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1. At all stages of a transaction a seller must prove a buyer that his aim is to serve his customer well. However, difficulties may arise at any time. There may be unexpected problems and misunderstandings. All this needs explanation, so to keep the customer in the right frame of mind, the supplier must be very careful and use suitable wordings of communication.
2. The buyer is free in his choice of language, yet one should remember that courtesy costs nothing and a friendly attitude always helps to improve business relations. The most essential things required in letters of order are accuracy and clarity. Errors in figures regarding the quantity of goods or in methods of payment, delivery, transportation, packing and insurance may cause trouble that will make it impossible to conduct the right and regular business.
3. While ordering goods, a customer should include the following points in his letter:
If it is a first order, it is necessary to give a brief reference to the source of information (an embassy, a consulate, a chamber of commerce, a trade fair, an advertisement or a catalogue, a visit by the supplier’s representative, previous correspondence).
Details of the goods being ordered: quantity, quality, packing, specifications, etc.
Terms of payment and delivery are being discussed.
Possible alternatives if the goods required are not available. In a closing sentence it is preferable to encourage the supplier to execute the order quickly and with care.
4. After the order has been received the customer should acknowledge at once. A usual form of a letter acknowledgement is a repetition of the order. This saves time and serves as a means of checking the accuracy of the description of the goods ordered. An example of such a letter is as follows:
Dear Mr Schepper,
Thank you very much for your order of 13 September for 1, 500 electronic components for model BN 33.
The goods are in stock and well before 25 September. The date of dispatch will be advised additionally.
We are at your service at all time,
5. The most unpleasant thing in such kind of correspondence is to advise about delays in dispatch or even inability to supply the goods ordered. The wordings in these so called explanatory letters should be very careful, like this
1) Much to our regret, a delay in the execution of your order will be unavoidable because… We regret this and can hope that it won’t much inconvenience to you.
(Брюховец Н.А. Английский язык: менеджмент, маркетинг, таможенное дело)
Пояснения к тексту:
a transaction сделка
to keep in the right frame of mind поддерживать хорошее впечатление
wordings of communication формулировка письменных сообщений
chamber of commerce торговая палата
alternatives альтернативные товары
to execute the order выполнять заказ
8. Прочитайте 5-й абзац текста и письменно ответьте на следующий вопрос: What is the most unpleasant in letters?