Текст книги "Я Вам пишу... Деловые и личные письма по-английски и по-русски"

2.5. Заказ

Письма с заказом продукта пишутся в соответствии со следующим планом:

План письма

1. Дайте ссылку на предыдущее письмо, в котором Вы получили информацию по продукту и условиям оплаты.

Thank you for your letter of May 9 quoting prices and delivery terms for PC Hitaru 750.

Спасибо за Ваше письмо от 9 мая, в котором приведены цены и условия доставки для PC Hitaru 750.

We thank you for your letter of March 31 referring...

Мы благодарим Вас за письмо от 31 марта, в котором...

Thank you for the price list, catalogue and payment conditions which you sent us.

Благодарим Вас за прайс-лист, каталоги и условия оплаты, которые Вы прислали нам.

2. Повторите условия, на которых Вы заказываете продукт: цену, качество, количество, скидки, условия платежа, условия доставки.

We are satisfied that quoted terms are acceptable.

Мы считаем условия приемлемыми для нас.

We examined the samples and are satisfied with their quality.

Мы изучили образцы и удовлетворены их качеством.

We would like to thank you for the 15% quantity discount you allowed us.

Мы бы хотели поблагодарить Вас за предоставленную15% скидку.

3. Подтвердите заказ, укажите, что бланк с заказом прилагается.

We are therefore ordering...

Таким образом, мы заказываем...

We therefore enclose an order form, No 123– ASD, for 35 «Smart Stylers»...

Мы, таким образом, прилагаем заполненный бланк заказа No 123– ASD на 35 штук модели «Smart Stylers»…

Please, find enclosed our order No 45-G78 for 100 mobile phones Noriksson-2004.

Заказ No 45-G78 на 100 штук мобильных телефонов Noriksson-2004 прилагается.

Although the rather low discount of 10% disappointed us, we will place an order and hope that this allowance will be reviewed at some time in the near future.

Хотя довольно небольшая скидка в 10% разочаровала нас, мы все-таки прилагаем заказ и надеемся, что размер скидки может быть пересмотрен в ближайшем будущем.

4. Подтвердите условия платежей.

As agreed, payment to be made by cheque which we will order on receipt of your invoice.

Согласно достигнутой договоренности оплата должна будет произведена чеком, который мы направим по получении Вашего инвойса.

Our usual method of payments is being cheque drawn on our account at National Credit Bank, Moscow and we trust that this will be acceptable to you.

Наш обычный способ оплаты заключается в списании суммы, указанной в чеке, с нашего счета в Банке Национальный кредит, и мы полагаем, что такой способ оплаты Вас устроит.

Would you please send the shipping and other documents to National Credit Bank, Moscow, Tretjakovskaja ulitza 5.

Не могли бы Вы прислать документы на доставку и все остальные в Банк Национальный кредит по адресу

We would like to confirm that payment is to be made by letter of credit which we have already applied to the bank.

Мы бы хотели подтвердить, что оплата должна быть произведена безотзывным аккредитивом, который мы уже поместили в банк.

5. Укажите сроки и условия доставки.

The order is subject to delivery before July 31, 2004, and we reserve the right to cancel the order.

Заказ предполагает доставку до 31 июля 2004 года, и мы оставляем за собой право на аннулирование заказа.

We hope that you can meet our delivery deadline of June 30, 2004.

Мы надеемся, что Вы сумеете выполнить условия доставки до 30 июня 2004 г.

6. Стандартное окончание письма.

7. Ваши подпись, имя, должность.

Золотое правило:

Начиная с п.2.5 Заказ строка Тема письма = Subject line становится обязательной!

Пример 1.

Заказ внедорожных велосипедов.

Dear Mr. Sinatra

Order (No 123-ASD) for 50 Off Road bicycles

We thank you for your letter of May 10, in which you enclosed your catalogue and price list.

We have contacted Mr Sonin, as you suggested and his demonstration of the Off Road bicycle convinced us that this model will meet our requirements. Your offer of an 18% trade discount, with a further discount for bulk orders, is also satisfactory. We are therefore placing an order for 50 Off Road bicycles. We enclose our official order form No 123– ASD.

We discussed terms of payment with Mr Sonin and would like to confirm that payment is to be made by Documentary Credit. Our bank will issue a Documentary Credit in your favour CIF Toronto. You will be informed through your own bank of the type and number of documents that you must prepare.

Delivery by July 31 is essential, and we reserve the right to cancel the order and/or return the shipment at your risk and expense at any time after this date.

We look forward to receiving the shipment and doing business with you in future.

Sincerely yours,

Подпись

F. Wanin

Managing Director

Пример 2. Заказ мониторов.

Dear Mr. Pirat

Our order N° 123-ASD for 50 «Thinkinf Screens

We thank you for your letter of April 30, in which you enclosed your latest price list and catalog.

We are sure that the quoted terms, including a 12% trade discount are acceptable, and our visit to your display at the EXPO-2004 in Hannover convinced us that the «Thinking Screen» will satisfy our requirements.

We therefore send our official order form No 123-ASD for 50 «Thinking Screens».

We suggest that payment should be done by Documentary Credit. We will instruct our bank to open a Documentary Credit in your favour. The terms are CIF Moscow, and your own bank will inform you of the type and number of documents required.

This order is subject to delivery before August 31, 2004 and we reserve the right to cancel the order and/or return the goods at your own risk and expense at any time after that date.

We look forward to receiving our order and doing further business with you in future.

Yours sincerely,

Подпись

Ivan Petrov

Managing Director

Пример 3. Заказ компьютеров и периферии.

Dear Mr. Chau-chau

Your quotation from September 29, 2004

Referring to your offer from September 29, 2004, we are pleased to place the following order with you:

30 Personal Computers PC-Fentium6,

30 Computer Screens Type «Magic Rainbow»,

30 Keyboards Type «Ergonomic-5,

30 Mouses Type «Wireless & Fast».

We enclose an official purchase order form for the mentioned above hardware.

The order will call for a Pro-Forma invoice, which should include full details of descount, freight and insurance.

We would like to point out that delivery is to be effected no later than October 18, 2004.

We are relying on you to see that this order is executed promptly and in accordance with our instructions.

Yours sincerely,

Подпись

Ivan Petrov

Managing Director

Encl.

2.6. Ответ на письмо-заказ

Для таких писем тоже существует стандартный план:

1. Выразите благодарность за заказ продукта.

We thank you for your order 123– ASD for 50 Off Road bicycles, which we received today.

Спасибо за Ваш заказ 123– ASD на 50 внедорожных велосипедов, который мы получили сегодня.

Thank you for your order of 21st May for 50 Off Road bicycles….

Спасибо за Ваш заказ от 21 мая на 50 внедорожных велосипедов.

I am writing you concerning your order, No 123– ASD, which you placed four weeks ago.

Я пишу Вам по поводу Вашего заказа No 123– ASD, который Вы сделали 4 недели тому назад.

We thank you for your order, which we acknowledge as follows…

Мы благодарим Вас за Ваш заказ, который мы подтверждаем следующим...

2. Подтвердите возможность поставки, размеры скидки, другие важные условия сделки, особенно если по ним были разногласия.

We are glad to confirm that we can supply the above order.

Мы рады подтвердить, что готовы выполнить вышеупомянутый заказ.

We can confirm that we are able to supply the above order from stock.

Мы рады подтвердить, что готовы отгрузить со склада… согласно вышеупомянутому заказу.

We do confirm a 15% trade discount…

Мы подтверждаем, что предоставляем Вам 15% торговую скидку...

4. Укажите, что отгрузка товара будет произведена, как только банк даст подтверждение об оплате заказа. Сообщите об отгрузке товаров, если она уже произведена. Обратите внимание заказчика на важные подробности, которые могут быть полезными.

The goods will be dispatched on receipt of...

Товары будут отгружены по получению...

We will send items immediately as soon as we have received...

Мы немедленно отгрузим (вышлем) товары, как только получим...

We are pleased to inform you that the goods have today been dispatched by air.

Мы рады сообщить Вам, что товары были отправлены сегодня самолетом.

We assure that your instructions will be carefully observed.

Мы заверяем, что Ваши требования будут выполнены должным образом.

We are pleased to advice you that...

Мы рады сообщить Вам, что...

We would like to advice you that your order has been shipped on the SS Baltika and should reach you within next ten days.

Мы бы хотели сообщить Вам, что Ваш заказ был отгружен на судно Балтика и должен поступить к Вам в течение следующих 10 дней.

Could we ask you to please confirm the safe arrival of the goods?

Пожалуйста, подтвердите благополучное прибытие груза (товаров)!

Не могли бы мы попросить Вас подтвердить благополучное прибытие груза (товаров)?

5. Стандартное окончание письма с надеждой на совместный бизнес в будущем.

We look forward to hearing that your order has arrived safely and to doing business with you in future.

Мы надеемся, что груз прибудет благополучно, и мы будем успешно работать вместе в будущем.

We trust that this first order will lead to further business.

Мы надеемся, что этот первый заказ станет началом взаимовыгодного сотрудничества.

5. Ваша подпись, имя, должность.

Пример 1. Подтверждение получения и готовности выполнить заказ с указанием сроков отгрузки.

Dear Mr Sinatra

Your order (No123-ASD) for 50 Off– Road bicycles

We thank you for your order for 50 Off– Road bicycles, we received today.

We are glad to confirm that we can supply the above order from stock, and we enclose a pro– forma invoice for the goods, CIF Toronto.

The order will be dispatched as soon as we have received confirmation of your Documentary Credit from National Credit Bank in Moscow. We have already contacted our forwarding agent to make arrangements for the transportation of the goods, and we assure you that we can meet your delivery deadline of July 31, 2004.

We look forward to hearing of the safe arrival of your order and to doing business with you.

Yours sincerely,

Подпись

L. Wanin

Managing Director

Пример 2. Подтверждение отгрузки заказанных велосипедов с приложением инвойса.

Dear Mr Sinatra

Your order (No123-ASD) for 50 bicycles

We are pleased to acknowledge your order and inform you that the goods have today been dispatched by air. Further detail such as packing and terms for payment can be found in our invoice No 56-Ca39 enclosed in duplicate.

We look forward to receiving your payment by bank transfer or check.

Could we ask you please to confirm the safe arrival of the goods?

Sincerely,

Подпись

L. Wanin

Managing Director

Encl: invoice

Пример 3.

Dear Mrs Smith

Your order (No123-ASD) for 50 «Thinking Screens»

We thank you for your order, No123– ASD, for 50 «Thinking Screens», which we received yesterday. We are glad to hear that you were impressed with the demonstration given by Mr Sonin.

We are pleased to be able to confirm that we can supply the order from stock, and we enclose a pro-forma invoice for the goods, CIF Vancouver.

The goods will be dispatched when our bank confirms the Documentary Credit. You may rely on us to carry out the instructions in the Documentary Credit in full, and we can assure you that the goods will be delivered before 1 July, 2004.

We look forward to hearing from of the safe arrival of your order and to getting further orders from you soon.

Sincerely yours,

Подпись

A. Pravdin

Managing Director

Упражнение 5. Отказ от выполнения заказа из-за отсутствия товара.

Ниже приведен текст ответа на полученный заказ. Текст письма разбит произвольным образом. Пользуясь приведенным выше планом составления таких писем, составьте буквенную формулу реального письма.

Dear Mr Hopkins

b. You ask for immediate delivery. We are very sorry to inform you that these CD-ROMs are not available at the moment.

c. However, we are in the process of publishing a new series in the end of September. Please find attached our current catalogue and price list.

d. Yours sincerely,

f. Your order N12345 for 50 CD-ROMs «Business Letters»

a. Thank you for your order from August 20, 2000 for the software «Business Letters».

Natalia Makarova,

Managing Director

Правильный ответ: f, a, b, c, d.

Ниже приведен восстановленный текст письма.

Пример 4. Отказ от выполнения заказа из-за отсутствия товара.

Dear Mr Hopkins

Your order N12345 for 50 CD-ROMs «Business Letters»

Thank you for your order from August 20, 2000 for the software «Business Letters».

You ask for immediate delivery. We are very sorry to inform you that these CD-ROMs are not available at the moment.

However, we are in the process of publishing a new series in the end of September. Please find attached our current catalogue and price list.

Yours sincerely,

Natalia Makarova,

Managing Director

Оплата инвойса

Пример 5. Письмо об оплате инвойса.

Dear Mrs Murphy

In payment of your invoice we enclose a check for $ 25’000 (twenty five thousand) on the National Credit Bank of Moscow. We would be very grateful if you could send us an official receipt.

May I take the opportunity to thank you for delivering the goods just in time. We are satisfied with the quality of your goods and would be interested in doing business with you again.

Sincerely yours,

Arina Rodionova

Senior Accounter

Encl: invoice

2.7. Жалоба

Письма с жалобой по поводу продуктов, сервиса, доставки и пр. принадлежат к категории наиболее трудных писем. Цель письма-жалобы не просто «выпустить пар», а получить компенсацию за невыполнение деловых обязательств. План письма-жалобы можно представить в следующем виде.

План письма

1. Объясните, по какому поводу вы жалуетесь, опираясь на фактический материал (даты, суммы, номер заказа и пр.).

I am writing to you to complain about the service….

Я пишу Вам, чтобы пожаловаться на сервис, (предлагаемый)...

I am writing to you with reference to the mentioned above safari, which you organized.

Я обращаюсь к Вам по поводу вышеупомянутого сафари, которое организовывала Ваша компания.

I have received your invoice No 4354-AZ for $1467 but noticed that a number of errors have been made.

Я получил(а) Ваш инвойс 4354-AZ на $1467, в котором, однако, отметил(а) ряд ошибок.

We received the consignment of Super Candy as per our order NNNNN from DDMMYY, and regert having to make the following complaint.

Мы получили груз Super Candy, согласно нашему заказу NNNNN от DDMMYY, и, к сожалению, должны заявить следующую рекламацию.

2. Объясните ваш резон для жалобы, сравнивая обещанные деловые обязательства (услуги, сервис, выполнение заказа и пр.) и реальные обстоятельства.

Unfortunately, the reality was very different.

Однако в действительности все оказалось совсем по-другому.

I regret to inform you that….

Мне очень жаль, однако я должен сообщить Вам, что...

We regret to inform you that we were no at all satisfied with your service.

К сожалению, мы должны сообщить Вам, что абсолютно не удовлетворены Вашим сервисом.

On checking the consignment immediately after arrival, we found that the goods arrived badly damaged.

Проверка груза сразу же по прибытии показала, что груз прибыл сильно поврежденным.

We regret to say, that you did not keep your promise of prompt delivery.

К сожалению, мы должны сказать, что Вы не держите своего обещания о срочной доставке.

We were very much regret to inform you that the quality of the goods is inacceptable low, namely fabric and colour.

К сожалению, должны сообщить Вам, что качество товаров было найдено неприемлемо низким, это касается, главным образом, материала и окраски.

We regret to inform you that the immediate examination of the goods shown that they are not in accordance with the contract specification

Мы, к сожалению, сообщаем Вам, что немедленная (по прибытии) проверка показала, что товары не соответствуют указанной в контракте спецификации.

3. Допускается выразить свои чувства по поводу происшедшего, предположить причины, которые вызвали данную проблему.

You can imagine our disappointment when we discovered...

Вы можете представить себе наше разочарование, когда мы обнаружили...

I can suppose that your partner in Santo Domingo didn’t...

Я могу предположить, что Ваш партнер в Санто Доминго не...

You can imagine our feelings when we realized that this would mean...

Вы можете представить наши чувства, когда мы поняли, что это должно означать, что...

4. Если это уместно, опишите Ваши собственные действия, которые Вы предприняли, чтобы решить возникшую проблему.

We have tried to contact you by phone but could get anyone who knew anything about this matter.

Мы пытались связаться с Вами по телефону, но не смогли никого найти, кто бы знал хоть что-то об этой проблеме.

We contacted your representative in Katmandu, but unfortunately without any success.

Мы связались с Вашим представителем в Катманду, но, к сожалению, безуспешно.

We enclose a report on the damage...

Мы прилагаем список повреждений.

We tried to remove rust stains, but without visible success.

Мы пытались удалить пятна ржавчины, но безуспешно.

5. Потребуйте объяснений от компании, не выполнившей свои обязательства, разъяснений, компенсации за причиненный ущерб, возмещения моральных и материальных издержек.

The best solution would be for me to return the wrong items to you, postage and package forward.

Наилучшим решением для меня был бы возврат неправильно присланных изделий за Ваш счет.

I feel we deserve some sort of compensation for this such as...

Я считаю, что мы вправе рассчитывать на некоторого рода компенсацию, например...

I suggest the money be exchanged at the rate pertaining on that day and that all charges be waived.

Я предлагаю, чтобы деньги (сумма платежа) были обменяны по курсу на указанный день, и отказываюсь от всех других выплат.

We must insist that you have to cover our expenses.

Мы должны настаивать, чтобы Вы покрыли наши расходы.

We must insist on receiving our prior payment.

Мы должны настаивать на признании нашего предыдущего платежа.

I should therefore like to have my money refunded.

Я бы хотел, таким образом, получить назад мои деньги.

Therefore I look forward to hearing your comments.

Таким образом, я надеюсь получить Ваши комментарии по этому вопросу.

We would be interested to know if you can offer an explanation for this poor quality of your service.

Нам было бы интересно узнать, какое объяснение Вы представите, чтобы оправдать столь низкое качество Вашего сервиса.

Will you please come and inspect the damage and arrange for a repair within next week?

Пожалуйста, приезжайте на следующей неделе, чтобы проверить повреждения и договориться о ремонте.

We refuse to accept the goods because of late delivery.

Из-за задержки с доставкой мы отказываемся принять товары.

6. Сообщите о мерах, которые будут предприняты в том случае, если ваши требования не будут удовлетворены.

We will keep the goods until

Мы задержим товары до тех пор, пока...

Unless we receive a satisfactory answer, we will be forced to put the matter into the hands of our solicitors.

Если мы не получим удовлетворительного ответа, мы будем вынуждены передать это дело в руки наших адвокатов.

Unless you can fulfill our orders efficiently in the future, we will have to consider other sources of supply.

Если в будущем Вы не сумеете эффективно выполнять наши заказы, мы будем вынуждены искать других поставщиков.

Please send us the replacement of consignment for the damaged and defective goods, which are being held for you in our warehouse.

Пожалуйста, пришлите нам новые товары взамен поврежденных, которые хранятся для Вас на нашем складе.

7. Стандартное окончание письма.

I look forward for hearing from you,

Надеюсь на Ваш скорый ответ.

8. Подпись, имя, должность.

Пример 1. Жалоба по поводу задержки с доставкой ящиков с компакт-дисками.

Dear Mr. Steinbock,

Our order No 123-ZX

We notified you a week ago that two boxes with 400 units of CD’s were missing. We still have not heard from you or received the missing boxes.

This delay is extremely annoying, particularly in view of the fact that audio CD’s have a short life time.

We must insist on receiving the CD’s within the next seven days. Otherwise we will be forced to cancel the order No 123-ZX.

Sincerely yours,

Подпись

Arina Rodionova

Managing Director

Пример 2. Жалоба на некомплектную поставку.

Our purchase order Nr. 123/ 1912IEP

Dear Mr. Bethoven

We have received the consignment of Iamaxa electronic pianos as per our order Nr. 123/1919IEP from 19.12.04, and very regret having to following complaint.

We checked the consignment immediately after arrival and found that all of them are black! We were very surprised, because we ordered 7 black pianos and 3 Ferrari– red. It is very essential both for us and for our customers to have 2 different piano colours.

We can suppose that the forwarding agent made a mistake, and 3 additional black pianos were intended to other customers.

We would like to stress, that we urgently need this 3 Ferrari-red pianos!

We must ask you to arrange for the dispatch of replacements for the missing 3 Ferreri-red pianos, because we must meet a delivery date to our long time customers.

Sincerely yours,

M. Skripka

Purchase manager

Пример 3. Жалоба на заказ, полученный с повреждениями.

Dear Ms Sound

Our purchase order Nr. 123/456 from 11.10.2004

We regret having to make the following complaint concerning our purchase order 123/456 from 11.10.2004 for 50 boxes with Ceylon Tea.

On checking the consignment immediately after arrival, our agent found that 5 boxes arrived badly damaged and tea is certainly unsaleable.

We consider that this can only be due to rough handling in transport.

Please send us a replacement consignment for the damaged 5 boxes, which are being held for you in our warehouse.

Please inform us whether the boxes have been despatched and when we can expect delivery.

Sincerely yours,

M. Markov

Purchase Manager

Пример 4. Жалоба в транспортную компанию по поводу пропажи груза.

Notice of Loss

Dear Mr. Lorry

I am writing to you to complain about the service offered by your company.

On December 1 we sent 7 packages to our branch in Lesoto through the trade intermediary of your company.

Today our representative informed us that only 5 of 7 packages had arrived in good order and condition, wheares 2 packages are still loss.

Our branch in Lesoto needs the complete consignment urgently, as they have a substantial order. Delayed delivery will cause us serious problem with our customers.

Therefore we ask you to give your immediate attention to the matter.

Please let us know the result of your investigation as soon as possible.

Yours sincerely,

M. Petrov

Managing Director

Пример 5. Жалоба в туристическое агентство, не выполнившее своих договорных обязательств.

Dear Mr. Dean,

I am writing regarding the walking expedition and conference organized by your company on 1-21 August 2004/

We were very attracted by the idea of combining work with pleasure. However the reality was very disappointing.

You promise that a representative would meet us at the Heathrow was not kept. Waiting for him caused a lot of confusion, and the stress became even worse because of the extremely short time (55 minutes) we had between flights.

The hotel «Hanging Gardens» in Katmandu should have been «lovely» (according to your leaflets). However to our great surprise, 7 members of our group could not enjoy its charm because it was overbooked. Finally alternative accommodation took hours and in the end there was no other solution than to take 3 different hotels, where the level of service was inferior.

As far as the Himalayan expedition was concerned, we did not have enough tents, and the equipment did not correspond to the number of participants.

Finally, the side trip to Sri Lanka became extremely complicated, because it was badly organized. The one-day delay on returning to Katmandu and the missing of good connections to Sri Lanka meant that our stay in Sri Lanka was reduced to only two days.

I feel we deserve some sort of explanation and compensation for this. Unless we receive a satisfactory answer, we will be forced to put the matter into the hands of our solicitor.

I look forward to hearing from you soon.

Yours sincerely,

Подпись

Arina Rodionova

Member of Organizing Committee

Пример 6. Жалоба в туристическое агентство, не выполнившее своих договорных обязательств.

Dear Mr. Dean

I am writing to you about the trip to Himalayas and Sri Lanka you organized for a group of businessmen.

In accordance with your plan, one of your representatives should have met us in transit at Heathrow and escorted us to the departure terminal of our flight to Katmandu.

To our surprise, nobody at all showed up and, as we had only 55 minutes for the transfer, this caused us a lot of stress and trouble.

Furthermore, the Hanging Garden hotel in Katmandu was overbooked! Having paid an advanced for a 5– stars hotel, we had to look for alternative accommodation for 7 members of the group. It took us several hours, and we only found very inferior hotels, and the group ended up being spread between four hotels. This inconvenience upset the organization of the conference, as you can imagine.

Moreover, your duties included providing us with all equipment for the expeditions in the Himalayas. Again, I have to complain about a mistake you made: the number of tents was not sufficient and this caused a one-day delay to the entire expedition.

For this reason, when we arrived back in Katmandu, there was no flight to Sri Lanka till next day. As a result we ended up staying only two days in Sri Lanka instead of the four days we agreed with you.

We feel we deserve some sort of compensation for the stress we suffered and all expenses.

We suggest for all the money we paid you and the expenses incurred during the travel to be returned to us.

I enclose a copy of travel plan you prepared for us and receipts for all expenses we incurred.

I look forward to hearing from you soon.

Yours sincerely,

Подпись

Arina Rodionova

Member of Organizing Committee

Напоминание об оплате счета

К разделу жалоба можно также отнести письма– напоминания об оплате счетов. Ниже приведены примеры таких писем.

Пример 7. Настойчивое напоминание об оплате счета.

Dear Mrs. Armstrong

We have not yet received payment from you for our invoice number XXXX 12345 dated DD.MM.YY. Please refer to your purchase order number YYYY54321.

This invoice is now 14 days past due. Will you, please, take the time today to send us a check?

Thank you very much for cooperation.

Sincerely,

Подпись

A. Fedin

Account Manager,

AOLP Company

Пример 8. Вежливое напоминание об оплате счета.

Dear Mr. Bill

This is to inform you that we have not received the payment of $2’500 that appeared on our billing statement of 23.04.2004. If you have already made the payment, please disregard this notice.

If there is any question about your bill, please call my office immediately.

Thank you for giving your prompt attention to this matter.

Sincerely,

Подпись

M. Stupina

Account Manager