Chapter One Written Communication—An Overview 1
Parts of a business letter 1
Form of a business letter 6
Envelopes addressing 9
Language and tone 9
Structuring communications 16
Skill Training＆Exercises 18
Chapter Two Establishment of Business Relations 21
Sample Letters 22
Letter 1 Self-introduction 22
Letter 2 Transferring business relations 22
Letter 3 Request for establishment of business relations 23
Letter 4 The first touch 23
Letter 5 Credit inquiry 23
Letter 6 Favorable reply from the bank 24
Letter 7 Unfavorable reply from the bank 24
Useful Sentences on Establishing Business Relations 26
Skill Training＆Exercises 28
Chapter Three Inquiries and Replies 30
Sample Letters 31
Letter 1 Requesting for catalogues and price lists 31
Letter 2 The first inquiry 31
Letter 3 General inquiry 31
Letter 4 Specific inquiry 32
Letter 5 Tabulated inquiry 32
Useful Sentences on Inquiries and Replies 35
Skill Training＆Exercises 36
Chapter Four Making Quotations and Offers 38
Sample Letters 39
Letter 1 A reply to the general inquiry 39
Letter 2 A reply to the specific inquiry(Making a Firm Offer） 39
Letter 3 Asking for pro forma invoice 39
Letter 4 A tabulated quotation 40
Letter 5 Making free offers 40
Useful Sentences on Making Quotations and Offers 44
Skill Training＆Exercises 46
Chapter Five Making Counteroffers and Declining Orders 48
Sample Letters 48
Letter 1 Making a counteroffer 48
Letter 2 A reply to the counteroffer 49
Letter 3 Acceptance of a counter counteroffer 49
Letter 4 Declining the counteroffer 50
Letter 5 Declining orders 50
Letter 6 Declining a duplicate order 50
Useful Sentences on Making Counteroffers and Declining Orders 54
Skill Training＆Exercises 55
Chapter Six Acceptance and Orders 57
Sample Letters 57
Letter 1 An initial order 57
Letter 2 Acknowledgement of an order 58
Letter 3 Placing a repeat order(A tabulated repeat order） 58
Letter 4 Sending a S/C with counter-signature 59
Letter 5 A reply from the seller 59
Useful Sentences on Acceptance and Orders 61
Skill Training＆Exercises 63
Chapter Seven Terms of Payment 65
Sample Letters 66
Letter 1 Asking for payment by term L/C 66
Letter 2 Asking for easier payment 66
Letter 3 Declining term L/C 67
Letter 4 Asking for payment by D/A 67
Letter 5 Declining D/A payment 67
Letter 6 Asking for direct payment by the buyer 68
Letter 7 Agreeing to the proposal for direct payment 68
Useful Sentences on Terms of Payment 72
Skill Training＆Exercises 73
Chapter Eight Letter of Credit 75
Sample Letters 75
Letter 1 Urging establishment of an L/C 75
Letter 2 Advising of the establishment of an L/C 76
Letter 3 Asking for extension of the L/C 76
Letter 4 Asking for amendment to the L/C 76
Letter 5 Asking for amendment to the L/C 77
Useful Sentences on Letter of Credit 80
Skill Training＆Exercises 82
Chapter Nine Packing and Shipment 85
Sample Letters 86
Letter 1 Shipping marks 86
Letter 2 Shipping instruction 86
Letter 3 Shipping advice 86
Letter 4 Urging shipment 87
Letter 5 Asking for partial shipment 87
Letter 6 Inquiry for container shipping service 88
Useful Sentences on Packing and Shipment 93
Skill Training＆Exercises 95
Chapter Ten Insurance 98
Sample Letters 98
Letter 1 Taking out an open policy 98
Letter 2 Effecting insurance for the buyer 99
Letter 3 Asking the recipient to cancel breakage risk 99
Letter 4 Insurance company writes to insurer 99
Letter 5 Asking to cover insurance 100
Letter 6 Arranging insurance 100
Useful Sentences on Insurance 103
Skill Training＆Exercises 105
Chapter Eleven Complaints and Claims 107
Sample Letters 108
Letter 1 Complaint of improper packing 108
Letter 2 Settlement for improper packing 108
Letter 3 Complaint for delayed shipment 109
Letter 4 Settlement of the delay 109
Letter 5 Claim for short weight 109
Letter 6 Settlement of the claim 110
Letter 7 Declining the claim 110
Useful Sentences on Complaints and Claims 116
Skill Training＆Exercises 117
Chapter Twelve Agency 121
Sample Letters 122
Letter 1 Applications for sole agency 122
Letter 2 Manufacturer's reply 123
Letter 3 Offering to act as buying agents for importer 123
Letter 4 Manufacturer's confirmation of agency terms 124
Specimen sole agency agreement 124
Useful Sentences on Agency 130
Skill Training＆Exercises 132
Chapter Thirteen E-Mails 133
Skill Training＆Exercises 142
Appendix 1 Contract合同 143
Appendix 2 SWIFT信用证 152
Appendix 3 Invoice and Certificate发票及单据 157
Appendix 4 Maritime Port海运港口 165
Appendix 5 Airport(Airdrome)世界主要航空港（站）（机场） 171
Appendix 6 Useful Phrases and Expressions 173
参考文献 183