最新商务英语写作精品课件--8-说服性索赔与拒绝函ppt.ppt

在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确BUSINESS WRITING商务英语写作商务英语写作2022/12/271在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Chapter 8 Persuasive Claims and Refusals 说服性索赔与拒绝函2022/12/272在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Lecture MapPersuasive claims 1Refusal2Sample LettersPrinciplesExercisesSample LettersPrinciplesExercises在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确 Is a process of changing peoples attitude or influencing their actions.It is used when an immediate remedy is doubtful.Persuasive Claims:1在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Persuasive claimsnAs 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 be made without need of persuasion.nHowever,when an immediate remedy is doubtful,persuasion is necessary.nUnlike routine claim letters,persuasive claims do not begin by asking for an adjustment.2022/12/275在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确 Persuasion is much more than simply asking somebody to do something.In formal terms,its a process of changing peoples attitude or influencing their actions,either immediately or at some time in the future.2022/12/276在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确nBecause persuasive claims aim to influence an audience that is inclined to resist,they depend heavily on strategic planning.By persuasion,we mean reasoning with the readerpresenting facts,and logic that support your case.2022/12/277在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确In this approach we should generally follow the indirect plan.nOpen with the words that 1)set up the strategy,and 2)gain attention.Begin with a compliment,point of agreement,statement of the problem or brief review of action you have taken to resolve the problem.nPresent identifying facts to prove your claim is valid;explain why the receiver is responsible,using persuasive language and you-view-point.nClose by telling exactly what you want done.Make the request clearly.2022/12/278在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确2022/12/279Persuasive Claims Dear Sir or Madam:SUBJECT:CODE-A-PHONE MODEL 100S Your Code-A-Phone Model 100S answering unit came well recommended.We liked our neighbors unit so well that we purchased three for different departments in our business.After the three units were unpacked and installed,Sample 1在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确2022/12/2710 we discovered a problem.Apparently our office fluorescent lighting interferes with the electronics in these units.When the lights are on,heavy static interrupts every telephone call.When the lights are off,the static disappears.We cant replace the fluorescent lights,so we tried to return the Code-A-Phones to the place of purchase(Office Mart,2560 Haslett Avenue,Lansing,MI48901).A salesperson inspected the units and said they could not be returned since they were not defective and they had been used.在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确2022/12/2711 Because the descriptive literature and instructions for the Code-A-Phones say nothing about avoiding use in rooms with fluorescent lighting,we expected no trouble.We were quite disappointed that this well-engineered unitwith its time/date stamp,room monitor,and auto-dial featuresfailed to perform as we hoped it would.If you have a model with similar features that would work in our offices,give me a call.Otherwise,please authorize the return在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确2022/12/2712 of these units and refund the purchase price of$519.45(see enclosed invoice).We are confident that a manufacturer with your reputation for excellent products and service will want to resolve this matter quickly.Yours sincerely,BRENT W.BARRY,PRESIDENT Enclosure在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Sample 2在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确2022/12/27Claim on poor hotel service nDear Mr.Kennedy:nIt is believed that first-class facilities and high-quality service are the main source of a hotels prosperity.Anderson House has constantly been ranked as one of New Yorks top hotels,enjoying a high reputation for its excellent service and facilities in this region.Sample 2在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确nThat is why my wife and I decided to celebrate our fifth wedding anniversary in Anderson House.We thought we had made a good choice though the price you charged was higher than many other hotels.We were confident that facilities at Anderson would be excellent and its service superb.Company LogoBegin 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.1在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确nAnderson House,however,did not live up to our expectations.The service was slow and impersonal;the room was neither furnished in Mediterranean style nor equipped with a sauna bathroom as you advertised.On our second day,your receptionist at the hall behaved rudely as we asked her some questions about the specialties during the weekend in Anderson.Since we were charged the rate of first-class hotel($1,500 per night),we should have been providedCompany Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确 with first-class facilities and service in Anderson.We felt we were overcharged.nFor these reasons,it is wise for you to refund us 20%of the amount we have paid on the grounds of your“discounted”service in order to uphold your commitment to good customer service.nYours sincerely,nTodd GrayCompany LogoPresent facts to prove your claim is valid and explain why the company is responsible for the problem.2Close by telling the reader exactly how you want the problem to be solved.Make the request clear.3在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确2022/12/27Claim on replacementnDear Sir:nSix months ago,when the digital camcorder(便携式摄像机)produced by ScanScope was showed in a computer store in our town,I was so impressed by its attractive appearance and reasonable price.Especially intriguing to me was its functions which were exactly suitable for me.nAt first,it worked well.However,a week later,it no longer saved pictures to the memory stick so that I lost many 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.1Sample 3在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确2022/12/27precious pictures.With the two-year warranty,a worker of our local retailer took it away and repaired it for a week.When it returned,I could not even take pictures with it.In the following six months,the camcorder was sent and returned over and over again.It did not serve a better and more convenient life for me and disturbed my busy schedule,for I had to spend lots of time to call the local retailer about the malfunction of this camcorder.Sample 3Claim on replacementPresent facts to prove your claim is valid and explain why the company is responsible for the problem.2在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确2022/12/27nAfter the six-month lost labor,I still could not get my camcorder repaired,so I went to the local retailer to ask him to replace it with a new one for me,but I was refused.I consider my request as a reasonable one;in addition,you are manufacturer with good after-sales service and reputation,so I am confident that you can replace it with a new one to meet my expectations.Please contact me at 8765XXXX.nYours sincerely,nStevenSample 3Claim on replacementClose by telling the reader exactly how you want the problem to be solved.Make the request clear.3在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Contrast 1 Persuasive ClaimnDear Mr.Colin:nPlease reimburse us$1,000 for service not rendered at our recent meeting at your resort.nWe paid$4 per room so our guest could work out in the exercise room advertised in your brochure.However,our guests were unable to use the equipment because the exercise room was actually located four blocks from the hotel in a local health club.Company Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确 Contrast 1Persuasive ClaimnWe hope you will see fit to refund$4 for each of the 250 rooms we rented because we were not told the location of the exercise room and chose the hotel based on the incorrect information.nWe are looking forward to your reply.nSincerely yours,nWanda R.GoldmanCompany Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Contrast 2Persuasive ClaimnDear Mr.Colin:nPhoenix and our company,Pigeon,are much alike:We both give customers a taste of life and emphasize the well-being of customers.Both of us are providing aesthetic pleasure and physical fitnessPigeon with healthy menu choices,Phoenix with an exercise room for resort guests.Company Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Contrast 2Persuasive ClaimnThis compatibility with our values is one of the reasons we chose your resort for the recent annual conference of our franchisees and corporate leaders.Eager for our franchisees to use the exercise room advertised in your brochure to unwind after a full day of meeting and other events,we selected your resort over other comparable ones even though we would be charged additional fee for the exercise room.Company Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确nObviously,our guests were disappointed when they learned that the exercise room was not in the resort but actually located in a health club four blocks away.nA tight schedule of meetings and frequent dinner events limited the time our guests have available for commuting to the health club for a workout.Many did not feel safe leaving the resort late in the evening.Company Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确nBecause your resort advertised the availability of a fully equipped exercise room without explaining it was located in a health club outside the resort,our guests were deprived of physical fitness opportunities.In addition,Pigeon was billed an additional$4 per room for this unused service.Company Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确nFor these reasons,please refund us$4 for each of the 250 rooms we rented,confirming your commitment to customer serviceeasy life and physical fitness.nSincerely,nWanda R.Goldman Company Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确na bad news messagenan indirect order Refusal2在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确RefusalsnRefusal of a request is definitely a bad news message;therefore,an indirect order is preferred.In the refusal letter,you have two goals.The main one is to say no;the other is to maintain goodwill.You could achieve the first goal by simply saying“no”plainly and directly.Maintaining goodwill,however,requires more.2022/12/2729在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确The following general pattern will help you better handle the tasks.nBegin with words that indicate response to the request and are neutral as to the answer,and set up the strategy.You should use some buffers before the bad news.nPresent your justification or explanation,using positive language and you-viewpoint.nRefuse positively.nEnd with adapted,goodwill comment.2022/12/2730在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Goals of a refusalnSay“NO”.nRetain the customer.2022/12/2731在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Sample 1 Credit Refusal Letter Dear Mr.Sands:We sincerely appreciate your interest in an account with White-Horton&Company.Whenever we can,we are always willing to serve you.In determining what we can do for you regarding your June 8 request for credit,we made the routine checks you authorized.The information2022/12/2732在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确 we have received permits us to serve you only as a cash customer.But as you know,cash buying here at White-Hortons discount prices can make a very real saving for your budget.We hope to see you in the store again very soon,and we look forward to the opportunity of serving you.Sincerely,Simon Winch Credit Manager 2022/12/2733在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确2022/12/27Sample 2Refusal to compensation requestnDear Mr.Wilson:nEvery customer has a right to expect the best products and services from Caring Plastic Material.Every product of Caring plastic Material is the result of years of experimentation.nI have routed your letter of August 10 attached with photos to our Production Department.After careful inspection in our laboratory,we find that the materials(Series 0150)you intended for refund were apparently exposed to too much sunlight.As we have mentioned inBegin with words that indicate to which problem you are making a response.Use buffer.1在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确2022/12/27Sample letter 8Refusal to compensation requestnthe specifications,Series 0150 cannot be under the sunlight for a long time.nHowever,Series 2115 can withstand exposure to sunlight.They shall all the merits of Series 0150 and are sunlight-proof and waterproof.They are also economical.If you need further details and any help we can offer on your selection,please call us at 145-431-XX or send us an e-mail at caringmaterial .nFrankly yours,Explain why you refuse the request politely.You attitude.2Refuse politely.3End with words expressing the willingness for further business cooperation.4在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Sample Contrast 1refusal nDear Wanda R.Goldman:nWe have got your letter and after a careful investigation,we decided that it is not reasonable for us to reimburse$1,000 you asked for in your letter.nWe are sorry that you did not use some of the service we rendered during your recent meeting.But it doesnt mean we didnt provide it.Our brochure doesnt indicate that the exercise room is inside the hotel.You should have noticed it when signing the contract.Company Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Sample Contrast 1refusal nIf you have any questions,please dont hesitate to contact me.I am looking forward to your early reply.nYours sincerely,nMargaretCompany Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Sample Contrast 2refusal nDear Wanda R.Goldman:nGiving customers a taste of life and emphasizing the well-being of customers is Phoenixs mission of business.We provide resort guests with an exercise room so that our guests can enjoy the aesthetic pleasure and physical fitness while they are here.Company Logo在整堂课的教学中，刘教师总是让学生带着问题来学习，而问题的设置具有一定的梯度，由浅入深，所提出的问题也很明确Sample Contrast 2refusal nWe are glad that you were satisfied with most of our service and regret to learn that your guests were unable to use the exercise room we offered because of the tight schedule of the meetings and frequent dinner events.As a matter of fact,when