丛书前言 1
Introduction to Business Letters 商务信函概说 1
Ⅰ.The Essence of Business Letters 商业信函的本质 1
Ⅱ.The General Procedures for Letter Writing 写信的基本步骤 2
前言 3
Chapter One：Elements of Business Letters 商务信函中的要素 4
Ⅰ.Letterhead 信头 6
Ⅱ.Reference 案号 7
Ⅲ.Date 日期 8
Ⅳ.Inside Address 封内地址 8
Ⅴ.Attention Line 注意项 9
Ⅵ.Salutation 称呼 11
Ⅶ.Subject Line 事由 12
Ⅷ.Body of a Letter 信的正文 12
Ⅸ.Complimentary Close 信尾敬语 13
Ⅹ.Signature 签名 14
Ⅺ.IEC Block(initials缩写名，enclosures附件and carbon copies及分送标志) 15
Ⅻ.Postscript 附言 16
Chapter Two：Business Letter Format and Outline 商务信函的格式与框架 17
Ⅰ.Format 格式 17
Ⅱ.Outline 框架 19
Ⅰ.Clarity 清晰 23
Chapter Three：Basic Principles for Business Letters 商务信函的基本原则 23
Ⅱ.Conciseness 简洁 26
Ⅲ.“You Attitude”为对方着想 27
Ⅳ.Positiveness 肯定的态度 29
Ⅴ.Courtesy 礼貌 31
Chapter Four：Business Letters 业务信函 33
Ⅰ.Establish Business Relations 建立业务关系 33
Ⅱ.Credit Reference 资信调查 41
Ⅲ.Inquiries and Replies 询盘及答复 49
Ⅳ.Offers and Counteroffers 报盘及还盘 57
Ⅴ.Sales Promotion 促销 67
Ⅵ.Orders 订购 73
Ⅶ.Payment 支付 81
Ⅷ.Packing and Shipping Marks 包装和唛头 91
Ⅸ.Shipping 装运 98
Ⅹ.Insurance 保险 106
Ⅺ.Complaints and Claims 投诉和索赔 113
Ⅻ.Agency 代理 121
Chapter Five：Other Business Communications 其他商务联系信函 129
Ⅰ.Goodwill Letters 友好信函 129
Ⅱ.Miscellaneous 杂类信件 154
Bibliography 参考文献 185