CHAPTER Ⅰ 第一章 2
Business Letter-Writing 商业书信书写方法 2
Some Rules of Good Writing 怎样写得好 2
1．Study your reader's interest 研究收信者的兴趣 2
2．Adopt the right tone 使用适当语气 2
3．Write naturally and sincerely 诚恳和自然地书写 2
目录 2
5．Be courteous and considerate 要客气和体谅人 3
6．Avoid wordiness 避免字句累赘 3
4．Write clearly to the point 清楚地写出要点 3
7．Avoid commercial jargon 避用陈旧商业术语 5
8．Write effectively 有效地书写 6
9．Plan your letter 编排要点的先后次序 7
10．Pay attention to first and last impressions 由此至终要给人良好印象 8
11．Check your letters 复阅 9
Telegrams and Letter Telegrams 电报与书信电报 9
CHAPTER Ⅱ 第二章 12
Structure of Business Letter 商业书信结构 12
1．Heading 开端 12
2．Date 日期 12
3．Inside name and address 收信人姓名与通讯地址 13
4．Salutation 称呼 14
5．Body of the letter 信的本文 14
6．Complimentary closure 结语 14
7．Signature 签署 17
Miscelllaneous Items 其他事项 19
CHAPTER Ⅲ 第三章 21
Letter Promoting Good Will 促进交往书信 21
Greating Good Will 塑造好感 21
Supplier's letter with a friendly tone 供应商的友善回覆 21
Letter tactfully refusing a request for credit 婉拒赊帐要求的回信 22
Letter regretting need to increase prices 调整价格致歉函 24
Letter explaining delayed reply 回信解释阻延 25
Letter of Congratulation 祝贺书信 26
Formal letter of congratulation upon a promotion 祝贺升职 26
Letter of Thanks 致谢书信 27
Letter of thanks for a first order 致谢首宗定货 27
Letter of thanks for a large order 致谢大宗定单 28
Letter of thanks for prompt settlement of accounts 致谢迅速结帐 29
Letter of thanks for information received 致谢惠赐资料 29
Letter of thanks for a service performed 致谢效劳 30
Letter of condolence to a customer 客户丧母致唁………………3lLetter of condolence to a neighbour 唁慰邻居丧夫 31
Letter of Condolence and Sympathy 吊慰信 31
Letter of sympathy to a business associate 慰问同业 32
Letter of condolence to a business associate 唁慰同业 33
CHAPTER Ⅳ 第四章 35
Enquiries and Replies 函询与回覆 35
General Enquiries and Replies 一般函询与覆信 35
An enquiry for office equipment,with demonstration 函询文仪器材，并请安排示范 35
A tabulated enquiry for information 用表列式书函查询资料 38
“First”Enquiries and Replies “首次”函询与回覆 40
A“First”enquiry for textiles “首次”函询纺织品 40
A“First”enquiry from a foreign importer 外商“首次”函询 43
Catalogues and Price-lists 货目册与价格表 45
Routine requests for catalogues not requiring written replies 无需回覆的索取货目册信件 45
Request for catalogue by a private customer 私人索取货目册 46
Patterns and Samples 花式与货样 48
Request for samples 索取样品 48
Goods“On approval” 试销货品 50
Request for goods to be sent“On approval” 请求试销货品 50
Request for Goncessions 要求特别优惠 52
Request for special terms 要求特惠条件 52
Letter declining request for reduction in prices 婉拒减低定价要求 55
Supplier's offer to send his representative 供应商派遣营业代表 56
Visit by Travellers 推销员探访 56
CHAPTER Ⅴ 第五章 59
Quotations 报价单 59
Request for quotation for printing paper 索取纸张报价单 59
Request for quotation for crockery 索取陶器报价单 61
Firm Offers 确定发价 64
Confirmation of telephone offer 证实电话报价 64
Quotation for curtain material 窗帘材料的报价 65
Quotation in Tabulated Form 表格式报价单 66
Covering Letter with Tabulated Quotation 表格式报价单的附函 66
Quotations and Other Offers not Accepted 报价及其他出价不获接受Buyer rejects seller's quotation 买家拒接受卖家报价 68
Seller grants request for better terms 卖家准予改善条款 69
Seller rejects request for better terms 卖家拒绝改善买卖条款 71
CHAPTER Ⅵ 第六章 75
Orders and Their Fulfilment 定单及其履行 75
Placing the Order 发出定单 75
Routine orders 例行定单 75
Orders based on seller's quotations 基于卖家报价定单 76
Orders from new customer 新客户定单 77
Order with conditions attached 附带条件的定单 78
Acknowledging the Order 认收定单 80
Formal acknowledgement of routine order 一般定单的正式认收 80
Acknowledgement of a“first”order 认收“首宗”定单 81
Seller notifies delay in delivery 卖家通知货运延滞 82
Acknowledgement of safe delivery 货物安全到达通知 82
Declining the Order 拒受定单 83
Seller refuses to extend credit 卖家拒绝延长赊帐 83
Seller has no available stock 卖家欠缺存货 84
Suppliers'Counter-offers 供应商还价 85
Seller sends a substitute article 卖家送上代用品 85
Notification of goods despatched 货物运出通知 87
Packing and Despatch 装箱和发运 87
Seller offers goods“On Approval” 卖家提供试销货品 87
Goods supplied“On Approval” 供应试销货品 87
Report of damage in transit 运载途中损坏报告 88
Report of non-delivery of goods 货物尚未到达报告 89
CHAPTER Ⅶ 第七章 92
Invoicing and Settlement of Accounts 发票与清理帐项 92
Invoices and Adjustments 发票及其核算 92
Seller sends invoice 卖家寄出发票 92
Debit and Credit Notes 借项清单及贷方票据 93
Seller sends debit note 卖家寄出借项清单 93
Buyer requests credit note 买家请求发回贷方票据 95
Seller refuses request for credit note 卖家拒绝发出贷方票据 97
Seller sends statement of account 卖家发出决算报告书 99
Statement of Account 结算报告表 99
Buyer reports errors in statement 买家报告决算表有错误 101
Varyingthe Terms of payment 更改结帐条款 102
Customer requests time to pay 客户要求延期付款 102
Seller questions partial payment 卖家质询未清付帐项 106
Seller disallows discount deduction 卖家不允减低折扣 107
Methods of Payment 结帐方法 108
Letter enclosing payment（and acknowledgement）邮寄帐款（及认收） 108
Seller asks customer to select terms of payment 卖家请求客户选择结帐条款 109
Payment by bank cheque（and acknowledgement） 银行支票结帐（与认收） 110
Payment Through the Bank 透过银行结帐 110
Payment by credit transfer 过户付款 111
Payment by banker's draft 银行汇票付款 112
CHAPTER Ⅷ 第八章 114
Letters Requesting Payment 收帐书信 114
Late Payments 过期付款 114
Customer explains late payment 客户解释逾期结帐 114
Customer explains inability to pay 客户解释无法结帐 114
Gollection Letters 收帐书信 116
A printed collection letter 印备催款函 116
First application for payment 首次催款函 117
Reminder to customer who has not paid yet 催结帐款备忘录 119
Second application for payment 再次催款函 120
Third application for payment 第三次催款函 123
CHAPTER Ⅸ 第九章 127
Credit and Status Enquiries 信用及经济地位查询 127
Reasons for Credit 给予信用记帐的原因 127
Disadvantages of Gredit 记帐的缺点 127
Request for Credit 请求给予信用记帐 127
Customer requests open-account terms 客户要求记帐交易条款 127
Seller requests references 卖家要求证明书 129
Business References 商业证明书 129
Customer supplies trade references 客户提供贸易证明书 131
Customer supplies a banker's reference 客户提供银行证明书 132
Status Enquiries 经济地位查询 133
Seller takes up trade references 卖家查询贸易证明书 133
Trader's replies to credit information enquiries 贸易商回覆信用资料查询 135
Seller takes up bank reference 卖家查询银行证明书 137
Banker's replies to credit information enquiry 银行回覆信用资料查询 139
Seller refers to credit enquiry agency 卖家咨询信用调查机构 140
Agency's replies to credit information enquiry 调查机构回覆信用资料咨询 141
Complaints Concerning Delivery 有关交货投诉 146
2．Dealing with a complaint 处理投诉 146
Complaint concerning frequent late deliveries 投诉经常逾期交货 146
Complaints and Adjustments 投诉及其处理 146
How to Handle Complaints 怎样处理投诉 146
CHAPTER Ⅹ 第十章 146
1．Making a complaint 进行投诉 146
Complaint concerning non-delivery 投诉货未送到 148
Customer's complaint not accepted 不接纳客户投诉 152
Complaints Concerning the Goods 有关货物投诉 153
Complaint concerning goods not to sample 投诉货不对办 153
Complaint concerning quality 投诉货物质量欠佳 155
Complaints concerning quantity 有关货物数量投诉 159
Cancellation of order through delay in delivery 逾期交货取消定单 160
Cancelling the Order 取消定单 160
Buyer seeks to cancel order 买家要求取消定单 161
Seller agrees to cancel order 卖家同意取消定单 162
Seller declines to cancel order 卖家拒绝取消定单 164
CHAPTER Ⅺ 第十一章 167
Agencies 代理商号 167
Applications for Agencies 申请代理权 167
Application for local agency 申请本地代理权 167
Application from foreign commission agent 申请为外商代理人 171
Application for sole agency 申请为独家代理 172
Offer to act as del credere agent 自荐为保证收取货款代理 175
Manufacturer's confirmation of agency terms 制造商确定代理条款 177
Offer of Agencies 征聘代理 182
Offer of a town agency 征聘某市代理 182
Offer of an overseas agency 征聘海外代理 184
Offer of a del credere agency 征聘保证收取货款代理 187
Correspondence with Agents 代理商来往通讯 188
Agent to visit prospective customer 代理商拜会客户 188
Agent recommends credits dealings 代理商建议记帐式买卖 190
Agent complains of slow delivery 代理商投诉交货缓慢 192
Agent rejects an order 代理商拒受定单 193
Principal complains of poor sales 主顾投诉销路欠佳 194
CHAPTER Ⅻ 第十二章 198
Foreign Trade 对外贸易 198
Foreign Correspondence 对外通讯 198
1．The exporter's correspondence 出口商通讯内容 198
2．The importer's correspondence 入口商通讯内容 198
Export Procedure 货物出口程序 198
Enquiry for f.o.b.quotation 查询船上交货价 198
(a)Agent acknowledges order 代理商认收定单 200
An export transaction 出口交易 200
(b)Agent requests quotation from manufacturers 代理商查询制造商货价 201
(c)Agent writes to shipping line 代理商接洽航运公司 202
(d)Agent sends advice of shipment 代理商寄发船运通知 202
(e)Agent passesdocuments to banker 代理商将货运文件交托银行 204
(f)Buyer acknowledges consignment 买家认收货物 204
Goods on Consignment 托销货物 207
Offer of goods “On Consignment” 供应“托销货物” 207
Request for goods“On Consignment” 请求代销售“托销货物” 209
Agent submits account sales 代理商提交销货单 212
Agent complains of poor quality goods 代理商投诉货物质量粗劣 214
Indents 购买委托书 219
Buyer instructs commission house 买家指示经纪行办货 219
CHAPTER ⅩⅢ 第十三章 224
Banking 银行事务 224
The Kinds of Bank Account 银行户口种类 224
Bank Current Accounts 银行来往户口 224
Request to open an account 申请开设户口 224
Transfer from current to deposit account 来往户口存款转为定期存款 224
Drawer stops payment of cheque 发票人停止兑现支票 225
Bank Loans and Overdrafts 银行贷款及透支 226
Request for loan without security 请求免抵押贷款 226
Request for extension of loan 请求延长贷款期 227
Request for overdraft facilities 申请透支服务 228
Letter of Credit 信用状 231
A traveller's letter of credit 旅行信用状 231
Circular letter of credit 巡回信用状 232
Payment in Foreign Trade 对外贸易结帐 234
Bankers'Drafbt 银行汇票 234
Request for payment by banker's draft 请求以银行汇票付款 234
Bankers'Transfers（Mail,Telex and Telegraphic transfers） 银行汇兑（邮汇与电汇）Payment by telegraphic transfer 电汇付款 236
Bills of Exchange 汇票 237
Payment by bill of exchange 汇票付款 237
Bill dishonoured at maturity 汇票到期不兑现 238
Promissory Notes 期票 239
Payment by promissory note 以期票付款 239
Bankers'Commercial Gredits 银行商业信贷 240
Importer opens a credit for exporter入口商替出口商要求借贷 240
Documentary Bills 押汇 243
Documentary bill presented through bank 透过银行押汇 243
Exporter's letter to importer 出口商致入口商书函 244
Documentary bill sent through exporter’s bank 经出口商银行寄运货运文件 245
Documentary bill sent direct to importer's bank 直接发给入口商银行的货运押汇汇票 246
Enquiry for freight rates 询问货运收费率 247
Documents Used 运输文件 247
CHAPTER ⅩⅣ 第十四章 247
Types of Carrier 运输行种类 247
Transport 运输 247
Request for carrier to call 请运输公司派人取货 248
Buyer notifies receipt of goods 买家通知收到货物 249
Liners and Tramps 定期与不定期货轮 251
Enquiry for sailings and freight rates 询问航运收费率 251
Shipping and Forwarding Agents 装运代理 253
Advice of shipment to forwarding agent in buyer's country 通知买家的运送行货物运出 253
Advice of shipment to buyer 通知买家货物已运出 255
Supplier seeks forwarding agent's services 供应商寻求运送服务 256
Forwarding agent seeks buyer's instructions 运送代理人征询买家指示 257
Container Service 货柜服务 259
Request for information on container service 索取货权服务资料 259
Ghartering of Ships 租借货轮 261
Enquiry for a time charter 查询定期租船 261
Enquiry for a voyage charter 查询按次租船 262
Enquiry for air freight rates 询问空运收费率 264
2．Goods sent by sea 货物海运 266
Enquiries for Insurance Rates 查询保险收费率 266
1．Furniture removal 搬运傢俬 266
CHAPTER ⅩⅤ 第十五章 266
Insurance 保险 266
3．Cash in transit 解款 267
4．Request for special rate 要求特惠保率 268
Request to brokers to arrange insurance 请求经纪安排保险 268
Insurance Premiums 保险费 269
Request for reduction in premium 请求降低保费 269
Householder's Policies 业主物业保险 271
Application for householder's insurance 申请业主物业综合保险 271
Request for cover pending issue of policy 请求在待发保单前受保 272
Temporary Cover 暂时承保 272
Claims 索偿 274
Claim for damage by fire 火险索偿 274
Insurer declines to meet claim in full 保险商拒绝全数赔偿 276
Buyer requests seller to make claim 买主要求卖家代为索偿 277
Claim for damage to house property 室内财产损坏索偿 278
Claim for injury to workman 工人受伤索偿 280
Marine Insurance 海上保险 282
Request for an all-risks policy 要求全保 282
Floating Policies（Open Policies） 流动保险（预定保险）Enquirics for open policy terms 查询预定保险条款 283
Declaration of shipment off open policy 预定保险装船通告 284
Application for an open policy 申请预定保险 284
Renewal of an open policy 延续预定保险 285
CHAPTER ⅩⅥ 第十六章 287
Personnel 人事书信 287
Letters of Introductions 介绍信 287
Letter introducing the firm's buyer 介绍商号买手 287
Letter introducing an agent 介绍代理商 288
Letter introducing persons seeking employment 谋职介绍信 289
Letters of Application 应征信 292
Letter of application,with resume 附履历应征函 292
Application with subject heading 附有提纲应征函 297
Application answering an advertisement 应征广告职位 298
Application for computer training 应征接受电脑训练 299
Application using an introduction 友人介绍应征函 301
Enquiring if there is a vacancy 函询有无空缺 302
An unsolicited application 自荐函 303
References andTestimonials 介绍与保荐书 306
Letters taking up references 索取工作证明书 306
Ex-employee requesting testimonial 前雇员请发证明书 308
A common testimonial 一般离职证明书 309
Favourable testimonial-departmental manager 赞界荐书——部门经理 309
Cashier 出纳员 310
Teacher 教师 311
Former Student 前学生 312
Unfavourable testimonials 欠恭维荐书 314
Termination of Employment 解雇书信 315
Employee terminates engagement 雇员终止聘约 315
Employer terminates engagement 雇主解雇函 316
Transfer of employee to other work 调职 318
Request for increase in salary 要求调整薪金 319
Interviews 会面 320
Invitation to attend for interview 邀请会面 320
Recruitment of staff through an agency 委托荐人馆聘请职员 321
Letter confirming offer of appointment 证实取录 323
Offers of Appointments 提供职位 323
Letter offering appointments 提供职位 324
CHAPTER ⅩⅦ 第十七章 327
Miscellaneous Correspondence 其他各类通讯 327
Circular Letters 通告书函 327
Business Organizations 商业机构 327
Opening of new business 开业通告 327
Expansion of existing business 扩张营业 328
Removal to new premises 迁址通告 329
Transfer to new owner 顶让通知 329
Discontinuation of business 停止营业 331
Admission of a new partner 增加新合夥人 332
Partnerships 合夥公司 332
Retirement of a partner 合夥人退休 333
Dissolution of a partnership 拆夥通告 334
Voluntary Offers 自动提议 336
Offer to a former customer 向旧客户供销 336
Offer to a newly established trader 向新开张商户供销 337
Offer to a regular customer 向常客供销 338
Offer of a demonstration 展览宣传 339
Offer of a quality product 供销优质产品 340
Enquiries concerning flights 查询飞行班次……………………34lReservafion of seat on plane 预定机票 344
Travels and Hotels 旅游及酒店 344
Enquiry concerning sea journey 查询航程 345
Reservation of berths on ship 预定船票 345
Reserving accommodation 预定酒店 346
Miscellaneous Matters 其他事项 347
Request for payment of late subscription 请求补交订阅费 347
Letter declining invitation 婉拒邀请 348
Personal letter declining invitation 婉拒私人邀请 349
Appendix 附录 350
Commercial Abbreviations 商业缩写 350
Glossary 字汇 359