商务英语写作

张静

目录

  • 1 An Overview of Business Writing
    • 1.1 Visual materials for the Chapter
    • 1.2 Functions of Business Writing
    • 1.3 Criteria and Techniques for Effective Business Writing
    • 1.4 Approaches to Organizing Business Writing
  • 2 Structure and Styles of Business Letters
    • 2.1 Structure of Business Letters
    • 2.2 Styles of Business Letters
  • 3 Sales-related Inquiries and Replies
    • 3.1 Introduction
    • 3.2 Sample Analysis
    • 3.3 Useful Patterns and Sentences
  • 4 Order Letters and Confirmation Letters
    • 4.1 Introduction
    • 4.2 sample Analysis
    • 4.3 Useful Sentences and Patterns
  • 5 Letters of Shipment
    • 5.1 Introduction
    • 5.2 Sample Analysis
    • 5.3 Useful Sentences and Patterns
  • 6 letters of Payment and Settlement of Accounts
    • 6.1 Introduction
    • 6.2 Sample Analysis
    • 6.3 Useful Sentences and Patterns
  • 7 Routine Claims and Adjustments
    • 7.1 Introduction
    • 7.2 Sample Analysis
    • 7.3 Useful Patterns and Sentences
  • 8 Persuasive Claims and Refusals
    • 8.1 Introduction
    • 8.2 Sample Analysis
    • 8.3 Useful Patterns and Sentences
  • 9 Sales Letters
    • 9.1 Introduction
    • 9.2 Sample Analysis
    • 9.3 Useful Patterns and Sentences
  • 10 Invitation and Thank-you Letters
    • 10.1 Introduction
    • 10.2 Sample
    • 10.3 Useful Patterns and Sentences
  • 11 Letters of Apology and Congratuation
    • 11.1 Introduction
    • 11.2 Sample Analysis
    • 11.3 Useful Patterns and Sentences
  • 12 Notices and Announcements
    • 12.1 Introduction
    • 12.2 Sample Analysis
    • 12.3 Useful Patterns and Sentences
  • 13 Memos and Minutes
    • 13.1 Memos
      • 13.1.1 Introduction
      • 13.1.2 Sample Analysis
      • 13.1.3 Useful Patterns and Sentences
    • 13.2 minutes
      • 13.2.1 Introduction
      • 13.2.2 Sample Analysis
    • 13.3 Useful Patterns and Sentences
  • 14 Resume
    • 14.1 Introductioon
    • 14.2 Sample Analysis
    • 14.3 Useful Patterns and Sentences
    • 14.4 More reference: Steps in Resume Writng
  • 15 Letters of Application
    • 15.1 Introduction
    • 15.2 Sample Analysis
    • 15.3 Useful Patterns and Sentences
  • 16 Letters of Recommendation
    • 16.1 Introduction
    • 16.2 Sample Analysis
    • 16.3 Useful Patterns and Sentences
  • 17 Proposals
    • 17.1 Introduction
    • 17.2 Sample Analysis
    • 17.3 Useful Patterns and Sentences
  • 18 Reports
    • 18.1 Introduction
    • 18.2 Sample
    • 18.3 Useful Patterns and Sentences
  • 19 Questionnaires
    • 19.1 Introduction
    • 19.2 Sample Analysis
  • 20 Business Agreements
    • 20.1 Introduction
    • 20.2 sample  Analysis
    • 20.3 Useful Patterns and Sentences
Introduction



l     I. Introduction

 

As mentioned in Chapter 7, claim letters are often routine because the basis for the claim is a guarantee or some assurance that an adjustment will bemade without need of persuasion. However, when an immediate remedy is doubtful, persuasion is necessary. Unlike routine claims, persuasive claims do not begin by asking for an adjustment directly. Persuasion is much more than simply asking somebody to do something.

 

1. Persuasive claims

l       Persuasive claims do not begin by asking for anadjustment directly because they aim to                                      influence the reader who is inclined torefuse the request and depend heavily on strategic                                     planning.  

 

l       By persuasion, we mean reasoning with the reader—presenting facts logically that support                                   your case.


 The steps in writing persuasive claims:

 

l       Begin the claim letter with a compliment, and follow it with a statement of the problem or a                                brief review of actions you have taken to resolve the problem. 

l       Present facts to prove your claim is valid and explain why the company is responsible for the                              problem.

 l       Close by telling the reader exactly how you want the problem to be solved.  Make the request                           clear.

 

 2. Refusals


l       Refusal of a request is definitely bad news.Therefore, things should not be said directly 

l       In a refusal letter, you have two goals: one isto say no, and the other is to maintain a good                                  relationship with the customer.

 

 The steps in writing refusals:

l        Begin with words that indicate to which problem you are making a response. You shoulduse some buffers                   before the bad news.

 l        Explainwhy you refuse the request politely. Try to explain things from the customer’spoint of view.

 l        Refuse politely.

 l        End with words expressing the willingness for future business cooperation.