李蕾商务英语函电课后题答案11

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1、UnitTenComplaintsandAdjustmentsPartFive:ExercisesExercisesinClassI.AnswertheFollowingQuestions:1.Therearetwokindsofcomplaintsbeingfrequentlymadebybuyers:1)Thegenuinecomplaint,whicharisesfromoneofthefollowingsituations: a.Thewronggoodsmayhavebeensent. b.Thequalitymaynotbesatisfactory. c.Thegoods

2、mayhavebeendelivereddamagedorlate. d.Thepriceschargedmaybeexcessive,ornotasagreed.2)Themarketcomplaint,whicharisesfromsomecomplaintsthatarenotbasedonrealreasonablecausesbutfromevilintentions.  a.Thebuyerfindsfaultwiththegoodsasanexcusetoescapefromtheircontractobligations.  b.Thebuyerdoesn’twant

3、thegoodsanylongerbecausehehasfoundthathecangetthematcheaperpricesorbecausethemarketconditionofthesegoodsisdecliningathisend.2.Whenmakingacomplaint,planyourletterasfollows:1)Beginbyregrettingtheneedtocomplain.2)Mentionthedateoftheorder,thedateofdeliveryandthegoodscomplainedabout.3)Stateyourreaso

4、nsforbeingdissatisfiedandaskforanexplanation.4)Refertotheinconveniencecaused.5)Suggesthowthemattershouldbeputright.3.Whenmakingareplytocomplaints,thesellershouldincludethefollowing:1) Thefirstthingthathastobedecidediswhetherthecomplaintisjustified.Ifso,thenthesellerhastoadmititreadily;expresshi

5、sregretandpromisetoputmattersright.2)Ifthecomplaintisnotjustified,pointthisoutpolitelyandinanagreeablemanner.Itwouldbeawrongpolicytorefusetheclaimoffhand.3)Ifthesellercannotdealwithacomplaintpromptly,acknowledgeitatonce.Explainthatheorsheislookingintoitandthatheorshewillsendafullreplylater.4.No

6、,itisnotnecessarytodoso,becausethebuyerwhomadethecompliantonlycaresabouthowthesellerwouldremedyandhowmuchhewillbecompensated.II.Tickofftheonethatfitsintoeachofthefollowingsentencesmostappropriately:1.B　2.A　3.A　4.C　5.B　6.D　7.A　8.C　9.B　10.BIII.Revisethefollowingreply-to-a-complaintlettersoastowor

7、koutasuccessfulone.MydearMr.Harrington:Byparcelpost,prepaid,wehavemailedyoutodayonewindingarmandrecordplatformtoreplacethosethatdidnotarriveinyourrecentshipment.Theoriginalsweredoubtlesspackedwiththeboxthatcontainedtheremainderofy