Chapter One Written Communicationm-An Overview Parts of a Business Letter Format of a Business Letter Envelopes Addressing The Basic Principles of Business Letter-writing Structuring Communications E-mails Skill Training & Exercises Chapter Two Establishment of Business Relations Sample Letters Letter 1 Self-introduction Letter 2 Transferring business relations Letter 3 Request for establishment of business relations Letter 4 The first touch Letter 5 Credit inquiry Letter 6 Favorable reply from the bank Letter 7 Unfavorable reply from the bank Useful Sentences on Establishing Business Relations Skill Training & Exercises Chapter Three Inquiries and Replies Sample Letters Letter 1 Requesting for catalogues and price lists Letter 2 The first inquiry Letter 3 General inquiry Letter 4 Specific inquiry Letter 5 Tabulated inquiry Useful Sentences on Inquiries and Relations Skill Training & Exercises Chapter Four Making Quotations and Offers Sample Letters Letter 1 A reply to the general inquiry Letter 2 A reply to the specific inquiry （Making a Firm Offer） Letter 3 Asking for pro forma invoice Letter 4 A tabulated quotation Letter 5 Making free offers Useful Sentences on Making Quotation and offers Skill Training & Exercises Chapter Five Making Counteroffers and Declining Orders Sample Letters Letter 1 Making a counteroffer Letter 2 A reply to the counteroffer Letter 3 Acceptance of a counter counteroffer Letter 4 Declining the counteroffer Letter 5 Declining orders Letter 6 Declining a duplicate order Useful Sentences on Making Counteroffers and Declining Orders Skill Training & Exercises Chapter Six Acceptance and Orders Sample Letters Letter 1 Accepting the offer and placing an order Letter 2 Acknowledgement of an order Letter 3 Placing a repeat order （A tabulated repeat order） Letter 4 Sending an S/C with counter-signature Letter 5 Confirming an order Useful Sentences on Acceptance and Orders Skill Training & Exercises Chapter Seven Terms of Payment Sample Letters Letter 1 Asking for easier payment Letter 2 Unfavorable reply from the seller Letter 3 Favorable reply from the seller Letter 4 Asking for payment by D/A Letter 5 Declining D/A payment Letter 6 Asking for direct payment by the buyer Letter 7 Agreeing to the proposal for direct payment Useful Sentences on Terms of Payment Skill Training & Exercises Chapter Eight Letter of Credit Sample Letters Letter 1 Urging establishment of an L/C Letter 2 Advising of the establishment of an L/C Letter 3 Asking for extension to the L/C Letter 4 Asking for amendment to the L/C Letter 5 Asking for amendment to the L/C Useful Sentences on Letter of Credit Skill Training & Exercises Chapter Nine Packing and Shipment Sample Letters Letter 1 Shipping marks Letter 2 Shipping instruction Letter 3 Shipping advice Letter 4 Urging shipment Letter 5 Asking for partial shipment Letter 6 Inquiry for container shipping service Useful Sentences on Packing and Shipment Skill Training & Exercises Chapter Ten Insurance Sample Letters Letter 1 Taking out an open policy Letter 2 Requesting for covering insurance Letter 3 Effecting insurance for the buyer Letter 4 Asking the recipient to cancel breakage risk Letter 5 Insurance company writes to the insured Letter 6 Asking to cover insurance Letter 7 Arranging insurance Useful Sentences on Insurance Skill Training & Exercises Chapter Eleven Complaints and Claims Sample Letters Letter 1 Complaint of improper packing Letter 2 Settlement of improper packing Letter 3 Complaint for delayed shipment Letter 4 Settlement of the delay Letter 5 Claim for short weight Letter 6 Settlement of the claim Letter 7 Complaining about wrongly delivered goods Letter 8 Settlement of wrong delivery Useful Sentences on Complaints and Claims Skill Training & Exercises Chapter Twelve Agency Sample Letters Letter 1 Applications for sole agency Letter 2 Manufacturer's reply Letter 3 Offer to act as buying agents for importer Letter 4 Manufacturer's conf'Lrmation of agency terms Useful Sentences on Agency Skill Training & Exercises Appendix 1 Contract合I司 Appendix 2 SWIFT信用证 Appendix 3 Invoice and Certificate发票及单据 Appendix 4 Maritime Port海运港口 Appendix 5 Airport（Airdrome）世界主要航空港（站）（机场） Appendix 6 Useful Phrases and Expressions 参考文献
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