《全方位商務英語系列教材：經(jīng)貿(mào)英語會話》以商貿(mào)活動為主線，講述了整個國際貿(mào)易活動的主要環(huán)節(jié)，由商業(yè)、外貿(mào)等商貿(mào)工作中的常用英語所組成，按照有關業(yè)務內(nèi)容，配置情景展開對話，各課內(nèi)容包括背景業(yè)務簡述、會話材料、詞匯、練習、相關閱讀材料等部分，涵蓋經(jīng)貿(mào)英語口語的基礎知識，密切結合語言和實務，提供與典型業(yè)務任務相關的知識和會話素材以及實用多樣的訓練，學生將系統(tǒng)地掌握在外貿(mào)和商務交流過程中各主要環(huán)節(jié)的英語會話基本策略和技巧，以達到較為熟練和規(guī)范地使用英語進行一般商務和貿(mào)易接洽的能力�！度轿簧虅沼⒄Z系列教材：經(jīng)貿(mào)英語會話》是編者常年對該課程和專業(yè)知識的梳理總結，融合最新學科知識，結合實際外貿(mào)、外企、跨國工商業(yè)工作流程知識和常見問題，而編撰成的有針對性、實用性的切實教材。
《全方位商務英語系列教材：經(jīng)貿(mào)英語會話》定位以國際貿(mào)易、經(jīng)濟專業(yè)和商務英語專業(yè)的學生為主，同時，也適合外貿(mào)企業(yè)、中外合資企業(yè)等涉外工作人員以及經(jīng)貿(mào)英語愛好者。本書應用面廣，無論是專業(yè)人員，還是經(jīng)貿(mào)類英語學習和愛好者都可選購本書。
Unit 1 Business Negotiation Skills
Unit 2 Range of Business
Unit 3 Quality and Quantity
Unit 4 Specifications
Unit 5 Inquiries
Unit 6 Offer and Counteroffer
Unit 7 Withholding an Offer
Unit 8 Acceptance of an Order
Unit 9 Price
Unit 10 Sales and Commission
Unit 11 Payment Terms
Unit 12 Installment Payment
Unit 13 Date of Delivery
Unit 14 Packing
Unit 15 Transportation and Shipment
Unit 16 Insurance
Unit 17 Complaints
Unit 18 Claims
Unit 19 Inspection and Arbitration
Unit 20 Agency
Unit 21 Advertising Agent
Unit 22 Registration of Trademarks
Unit 23 Contract and Signing the Contract
Unit 24 Invitation to Tender
Unit 25 Investment
Unit 26 0utbound Investment of Chinese Enterprises
Unit 27 Technology and Technology Transfer
Unit 28 A Joint Venture
Unit 29 Chain Stores and Franchise
Unit 30 Compensation Trade
Appendix 1 Major World Currencies Names and Symbols
Appendix 2 Top 100 World Banks in 2010
Appendix 3 Terms Explanation
Appendix 4 Commonly Used Trade Terms Abbreviations
Dealing with Complaints
If someone is making a complaint， try to show your willingness to help and your intention to reach a fair solution. Very often a complainant will be satisfied with the chance to "let off steam" by having their say and being listened to sympathetically.
So how to properly deal with complaints？ Are there any golden rules to follow？ Here are some suggestions：
1） Keep calm and listen to the problem attentively and with genuine interest. Write down the key facts and confirm with the complainant that each fact fairly represents what happened.
2） Don't judge who is right or wrong. Your intention is to find a solution， not to decide who is right or wrong. Ask the complainant what solution they suggest.
3） Think carefully about how your company deals with complaints at every level.
*Do you treat written ones different to verbal？
*Do you react faster when the customer has smoke coming out their ears （or drag your feet when it's a softly spoken old woman complaining）？
*Is your whole team up with how to handle any complaint？
*Who has authority to compensate the customer？
*How will you deal with future complaints？ What actions are you going to take/policies will you change？
4） Lastly， follow your organization's complaints procedure. Don't make promises you cannot keep. Explain your decision to the complainant with the reasons that you based your decision on. Show the complainant you took the complaint seriously. If you are in the wrong， admit it， apologize， and find a way to put things right.
Unit 18
Claims
Background Information
In business transaction， failure for the buyer or seller to perform any of his contractual obligations happens from time to time， and thus causes breach of contract. In such situation， the injured party usually notify the company of the problem and sometimes asks the other party for compensation. This is called a claim.
Both sellers and buyers can make claims. Sellers may file claims against buyers for non-establishment of L/C or the refusal of acceptance of goods for no justified reason， etc. Buyers make claims because of inferior quality， difference in quality， deficient packing， insufficient quantity or delayed delivery， etc.
Generally speaking， the injured party won't make a claim unless the loss is great. Sometimes， however， for various reasons， one party intentionally finds fault with the other party in order to escape from his contractual obligations. Such claims are commonly known as market claims. Once the breach of the contract is found， the injured party should lodge a claim within a certain period of time which is usually fixed in the contract. Besides， a survey report by a qualified surveyor or an investigation report by a certain public commercial organization is needed to provide evidences. If the injured party fails to follow these practices， his claim may be rejected. As for the other party， he should start an investigation without delay to find out whether he is really liable for the claim after he is notified of the claim. Claims should be adjusted fairly and amicably between the parties concerned. It is better not to submit/render a claim for arbitration or to a court of law， so long as the claim is likely to be settled through friendly negotiation.
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