Chapter 1 Business Letter-writing and Its Layout 1
Part Ⅰ Introduction 1
Part Ⅱ Specimen Letters 13
Part Ⅲ Specimen Envelopes 18
Part Ⅳ Exercises 19
Chapter 2 Establishing Business Relations 22
Part Ⅰ Introduction 22
Part Ⅱ Specimen Letters 24
Part Ⅲ Supplement 31
Part Ⅳ Exercises 35
Chapter 3 Enquiries and Replies 39
Part Ⅰ Introduction 39
Part Ⅱ Specimen Letters 40
Part Ⅲ Supplement 45
Part Ⅳ Exercises 48
Chapter 4 Quotations and Offers 53
Part Ⅰ Introduction 53
Part Ⅱ Specimen Letters 54
Part Ⅲ Supplement 63
Part Ⅳ Exercises 67
Chapter 5 Making Counter-offers and Declining Orders 71
Part Ⅰ Introduction 71
Part Ⅱ Specimen Letters 72
Part Ⅲ Supplement 85
Part Ⅳ Exercises 87
Part Ⅰ Introduction 92
Chapter 6 Close a Transaction 92
Part Ⅱ Specimen Letters 93
Part Ⅲ Supplement 98
Part Ⅳ Exercises 100
Chapter 7 Terms of Payment 106
Part Ⅰ Introduction 106
Part Ⅱ Specimen Letters 107
Part Ⅲ Supplement 115
Part Ⅳ Exercises 118
Chapter 8 Shipment 122
Part Ⅰ Introduction 122
Part Ⅱ Specimen Letters 123
Part Ⅲ Supplement 130
Part Ⅳ Exercises 134
Chapter 9 Insurance 139
Part Ⅰ Introduction 139
Part Ⅱ Specimen Letters 140
Part Ⅲ Supplement 146
Part Ⅳ Exercises 149
Chapter 10 Complaints and Claims 153
Part Ⅰ Introduction 153
Part Ⅱ Specimen Letters 154
Part Ⅲ Supplement 162
Part Ⅳ Exercises 166
Answers to Exercises 172