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《中英商業書信大全》 (A Comprehensive Guide to Modern Chinese and English business letters)
作者 林樂樂
出版社 世界出版社
ISBN 9789624320947
分類 語言文字 > 中國語言文字 > 中文寫作
價格 HK$98.00
 
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現今香港商業社會中、英雙語並行,要同時懂得運用兩種語言寫作函件實在十分重要。但中、英商業書信格式和表達手法截然不同,要掌握得宜確實殊不容易。本書提供全面的中、英商業書信寫作知識,有助讀者學習兩者的不同規格,寫出準確而得體的書函。書中不但涵蓋各類商業書信文體,包括產品與服務介紹、報價、下訂單、投訴與回覆、法律及對外關係等,而且收錄百多則範例,以供參考,適合各行各業的在職人士使用。

中文商業書信
I 中文商業書信簡介
一、何謂中文商業書信?
二、結構和格式
1. 郵遞信件
2. 傳真文件
3. 備忘錄
4. 信封

II 業務推廣
一、產品與服務介紹
1. 寫作要點
2. 範例
1) 向新客戶推銷汽車護理服務
2) 向新客戶推銷家庭用品
3) 推銷人壽保險計劃
4) 向常客推銷家庭用品
5) 向常客推銷嶄新的汽車護理服務
6) 向常客推銷信用卡服務
7) 百貨公司裝修後重新開幕
8) 推廣公司商標
9) 推銷人力資源服務

二、推廣業務的跟進信
1. 寫作要點
2. 範例
1) 推廣銀行服務
2) 推銷汽車吸塵機
3) 推銷會員卡
4) 跟進電話訂貨
5) 推銷汽車防盜系統
6) 跟進面談
7) 落實協議條款
8) 落實合作計劃
9) 安裝防盜系統
10) 確認訂單
11) 與顧客落實合作關係
12) 跟進訂單之一
13) 跟進訂單之二
14) 生意做不成後
15) 顧客終止保安合約後

III 貿易往來
一、查詢與回覆
1. 查詢
1) 寫作要點
2) 範例
(1) 查詢有關電腦的資料及折扣
(2) 查詢維修辦公室事宜
(3) 查詢裝修辦公室事宜
(4) 要求作示範
(5) 徵求廣告代理
(6) 索取產品資料
(7) 查詢推廣活動
(8) 索取供應商名單
(9) 向海外製造商索取本地供應商名單
(10) 爭取代理權
(11) 索取購物折扣
(12) 向產品總公司索取資料
(13) 徵求代理商
(14) 查詢別家公司的資料
(15) 查詢某人的財政狀況
(16) 查詢付運手續
(17) 查詢貨物包裝事宜
2. 回覆
1) 寫作要點
2) 範例
(1) 回覆索取目錄
(2) 應有可能成為分銷商的公司要求寄上樣本
(3) 寄出合約示意合作
(4) 建議合約條款
(5) 新產品介紹
(6) 推銷折扣優惠
(7) 拒絕給予折扣
(8) 拒絕更改合約
(9) 因保養期已過而拒絕更換貨品
(10) 因無單據而拒絕更換貨品
(11) 拒絕更改送貨日期
(12) 指示往別處索取資料
(13) 指示往別處接洽生意
(14) 覆信建議批核公司貸款
(15) 覆信建議拒絕公司貸款
(16) 覆信建議批核私人貸款
(17) 覆信建議以較強硬條款批核私人貸款

二、報價
1. 寫作要點
2. 範例
1) 一般報價
(1) 標準報價之一
(2) 標準報價之二
(3) 標準報價之三
(4) 標準報價之四
(5) 附有價目表的報價信
(6) 有附帶條件的報價
(7) 附有服務報價表的報價信
2) 對報價的回覆
(1) 接納報價之一
(2) 接納報價之二
(3) 拒絕接納報價
(4) 拒絕運送條件
(5) 要求減價之一
(6) 要求減價之二
(7) 要求縮短送貨期
3) 報價後跟進
(1) 跟進沒有回應的報價
(2) 報價遭拒絕後跟進

三、下訂單
1. 寫作要點
2. 範例
1) 訂貨
(1) 電話詢問後訂貨
(2) 初次訂貨
(3) 接到產品目錄後訂貨
(4) 接到報價後訂貨
(5) 一般下訂單
(6) 與營業員面談後下訂單
2) 回覆
(1) 確認訂單
(2) 確認訂單的詳細資料
(3) 確認付運安排
(4) 鼓勵在特價期間再訂購
(5) 因不想減價而拒絕訂貨
(6) 因付運條件不合而拒絕訂貨
(7) 因信貸戶口存款不足而拒絕訂貨
(8) 因缺貨而拒絕訂貨
(9) 向顧客介紹其他貨品

四、帳務
1. 信貸
1) 寫作要點
2) 範例
(1) 買方向銀行申請信用貸款
(2) 銀行提供信用貸款
(3) 買方通知賣方付款辦法
2. 發票
1) 寫作要點
2) 範例
(1) 信件連發票──非相熟客戶
(2) 信件連發票──相熟客戶
(3) 賣方發出付款通知書
(4) 買方索取收款通知書
(5) 賣方開發收款通知書
3. 催促付款與回覆
1) 寫作要點
2) 範例
(1) 供應商請顧客選擇付款辦法
(2) 信件連月結單
(3) 第一次催款函之一
(4) 第一次催款函之二
(5) 第一次催款函之三
(6) 第一次催款函之四
(7) 第二次催款函之一
(8) 第二次催款函之二
(9) 語氣較強硬的催款函
(10) 第三次催款函之一
(11) 第三次催款函之二──逼令客戶付款
(12) 拒絕接納新訂單直至繳付欠款
(13) 最後催款函之一
(14) 最後催款函之二
(15) 最後催款函之三──採取法律行動
(16) 為過期繳款道歉之一
(17) 為過期繳款道歉之二
(18) 拒絕付款
(19) 感謝繳付欠款
(20) 提議分期付款
(21) 接納以分期形式付款
(22) 以支票付款

五、投訴與回覆
1. 投訴
1) 寫作要點
2) 範例
(1) 貨品素質
(2) 數量不符
(3) 包裝出錯
(4) 貨品損壞
(5) 運送出錯
(6) 貨期延誤
(7) 未能依期完工
2. 回覆
1) 寫作要點
2) 範例
(1) 回覆不滿貨品素質的投訴
(2) 回覆數量不符的投訴
(3) 回覆包裝不妥善的投訴
(4) 回覆貨期延誤的投訴
(5) 答應作出退款
(6) 答應作出賠償
(7) 回覆未能依期完工的投訴
(8) 回覆無理投訴
(9) 回覆員工無禮的投訴
(10) 拒絕賠償

IV 行政管理
一、人力資源
1. 寫作要點
2. 範例
1) 聘用
2) 宣佈職員擢升
3) 宣佈加薪
4) 向客戶宣佈職員辭職
5) 接納職員辭職
6) 工作表現惡劣的警告信
7) 遲到警告信
8) 因表現欠佳而解僱職員
9) 因經濟不景裁員
10) 一般推薦信
11) 內部就職通告
12) 退休通告
13) 向員工說明福利事宜
14) 通知員工出外公幹

二、銀行財務
1. 寫作要點
2. 範例
1) 申請開立公司往來戶口
2) 申請透支
3) 回覆透支的申請
4) 申請貸款
5) 申請延期還款
6) 用銀行匯票付款
7) 賣方要求買方以匯票付款

三、保險
1. 投保
1) 寫作要點
2) 範例
(1) 為貨物投保
(2) 投保水險
2. 索償
1) 寫作要點
2) 範例
(1) 為貨物遭盜竊索償
(2) 回覆貨物失竊索償申請
(3) 為托運品遭火燒毀索償
(4) 回覆火險索償
(5) 保險公司拒絕賠償要求的金額
(6) 為傷殘員工索償
(7) 要求醫生證明受傷索償申請
(8) 回覆傷殘員工的索償申請

四、法律
1. 寫作要點
2. 範例
1) 協議書
2) 同意合約條款
3) 因對方違反條款而中止合約
4) 回覆索取公司合約副本的要求
5) 物業轉讓
6) 威脅要提出起訴

五、對外關係
1. 寫作要點
2. 範例
1) 新聞通告──慈善活動
2) 新聞稿
3) 邀請信之一
4) 邀請信之二
5) 邀請信之三
6) 記者招待團邀請信
7) 搬遷通告
8) 恭賀周年紀念
9) 祝賀連任主席
10) 拒絕擔任贊助商
11) 道歉

English Business Letters
I Introduction to English business letters
A. What are English business letters?
B. Format and layout
1. Letters
2. Fax
3. Memos
C. Punctuation

II Sales and promotion
A. Introducing products and services
1. Points to note when writing
2. Models
1) Introducing car maintenance service to new customer
2) Selling household appliances to new customer
3) Soliciting life insurance
4) Selling household appliances to regular customer
5) Promoting new car maintenance service to regular customer
6) Promoting credit card service
7) Grand opening after renovation
8) Promoting a brand name
9) Promoting personnel service

B. Business promotion follow-up letters
1. Points to note when writing
2. Models
1) Banking services
2) Selling car vacuum cleaners
3) Promoting membership
4) Following up phone call: ordering a book
5) Promoting anti-theft systems
6) Follow-up letter after meeting
7) Confirming the terms
8) Confirming agreed plans
9) Installation of anti-theft systems
10) Confirmation of order
11) Confirming with the client
12) Following up a successful order (a)
13) Following up a successful order (b)
14) Following up an unsuccessful deal
15) Follow-up after customer's termination of security contract

III Business transaction
A. Enquiries and replies
1. Enquiries
1) Points to note when writing
2) Models
(1) Asking for computer information and discounts
(2) Asking about repair matters
(3) Asking about renovations
(4) Asking for a demonstration
(5) Seeking an advertising agency
(6) Requesting product information
(7) Enquiring about promotion event
(8) Requesting a list of suppliers
(9) Requesting overseas producer to provide a list of local suppliers
(10) Asking to be the sole agent of a product
(11) Requesting a purchase discount
(12) Requesting the headquarter of a company to provide product information
(13) Seeking an agent of a product
(14) Reference for another company
(15) Credit enquiry
(16) Enquiring about packaging and delivery
(17) Asking about packaging of a product
2. Replies to enquiries
1) Points to note when writing
2) Models
(1) Reply to enquiry for brochure or catalogue
(2) Giving complimentary products to prospective distributors
(3) Intention to pursue by sending copy of contract
(4) Terms and conditions of an agreement
(5) Introducing new products
(6) Discount offered by department store
(7) Declining request for discount
(8) Declining amendment of agreement
(9) Declining to accept return of goods due to expiration of warranty
(10) No return policy without receipt
(11) Declining change of date
(12) Referring customer to other sources (a)
(13) Referring customer to other sources (b)
(14) Favourable reply to credit information enquiry of a company
(15) Unfavourable reply to credit information enquiry of a company
(16) Favourable reply to personal credit information enquiry
(17) Unfavourable reply to personal credit information enquiry

B. Quotations
1. Points to note when writing
2. Models
1) Quotations
(1) Standard quotation (a)
(2) Standard quotation (b)
(3) Standard quotation (c)
(4) Standard quotation (d)
(5) Cover letter for quotation
(6) Quotation with conditions
(7) Estimate on car servicing
2) Replies to quotations
(1) Accepting a quotation (a)
(2) Accepting a quotation (b)
(3) Reply to unfavourable quotation
(4) Declining terms of delivery
(5) Asking for discount (a)
(6) Asking for discount (b)
(7) Request for shorter delivery time
3) Following up quotations
(1) After sending a quotation that has not been acted on
(2) For a lost customer

C. Orders
1. Placing orders
1) Points to note when writing
2) Models
(1) Follow-up letter after placing order on telephone
(2) First order
(3) Placing order after receiving catalogue
(4) Placing order after receiving quotation
(5) Routine order
(6) Placing order after having a meeting with a salesman
2. Acknowledging receipt of orders
1) Points to note when writing
2) Models
(1) Confirming order
(2) Confirming details of order
(3) Confirming delivery
(4) Encouraging more orders when sale is on
3. Declining orders
1) Points to note when writing
2) Models
(1) Declining order due to refusal to give discounts
(2) Declining order due to refusal to delay delivery
(3) Declining order due to inadequate deposit in loan account
(4) Declining order due to shortage of goods
(5) Supplier's counter offer and promotion on other items

D. Fanancial matters
1. Credits
1) Points to note when writing
2) Models
(1) Buyer requests for credits
(2) Bank offering credits
(3) Buyer informing seller on the method of payment
2. Invoices
1) Points to note when writing
2) Models
(1) Covering letter with invoice--non-regular customer
(2) Covering letter with invoice--regular customer
(3) Supplier issues debit note
(4) Buyer requests credit note
(5) Supplier issues credit note
3. Collection letters and replies
1) Points to note when writing
2) Models
(1) Supplier asking customer's preference on methods of payment
(2) Covering letter for statement of account
(3) First reminder (a)
(4) First reminder (b)
(5) First reminder (c)
(6) First reminder (d)
(7) Second reminder (a)
(8) Second reminder (b)
(9) Request for payment--straight forward
(10) Third reminder (a)
(11) Third reminder (b)--press to make payment
(12) Refusing to take new orders until clearing account
(13) Final notice (a)
(14) Final notice (b)
(15) Final notice (c)--taking legal action
(16) Apology for late payment (a)
(17) Apology for late payment (b)
(18) Declining payment
(19) Thank you letter for overdue payment
(20) Customer requests to pay by installments
(21) Granting request to pay by installments
(22) Payment by cheque

E. Complaints and adjustments
1. Complaints
1) Points to note when writing
2) Models
(1) Poor product quality
(2) Wrong quantity of goods
(3) Faulty packaging
(4) Damaged goods
(5) Wrong goods
(6) Delayed delivery
(7) Uncompleted work
2. Adjustments
1) Points to note when writing
2) Models
(1) Reply to complaint concerning poor product quality
(2) Reply to complaint concerning wrong quantity of goods
(3) Reply to complaint concerning faulty packaging
(4) Reply to complaint concerning late delivery
(5) Granting a refund
(6) Promise of compensation
(7) Reply to complaint concerning uncompleted work
(8) Reply to unjustified complaint
(9) Reply to complaint concerning staff's discourtesy
(10) Declining request for compensation

IV Management and administration
A. Human resources
1. Points to note when writing
2. Models
1) Offering an apointment
2) Promotion notice
3) Announcement of salary increase
4) Announcement of resignation to customer
5) Acknowledging a letter of resignation
6) Poor performance
7) Unpunctuality
8) Termination of duty because of poor performance
9) Dismissal for economic reasons
10) Reference
11) Announcement of a new appointment
12) Announcement of retirement
13) Stating employee benefits
14) Notifying staff of absence due to business trip

B. Banking and finance
1. Points to note when writing
2. Models
1) Applying for a commercial cheque account
2) Request for overdraft
3) Reply to request for overdraft
4) Applying for loan
5) Defer loan payment
6) Payment by bankdraft
7) Requesting buyer to pay by bankdraft

C. Insurance
1. Buying insurance
1) Points to note when writing
2) Models
(1) Application for product insurance
(2) Marine insurance
2. Claims and replies
1) Points to note when writing
2) Models
(1) Claim for stolen goods
(2) Reply to claim for stolen goods
(3) Fire claim
(4) Reply to fire claim
(5) Insurer refuses to compensate full amount
(6) Claim for injured worker
(7) Request to support accident claim
(8) Insurer's reply to claim for injured worker

D. Legal affairs
1. Points to note when writing
2. Models
1) Agreement
2) Complying with terms and conditions of agreement
3) Termination of agreement due to breaching terms
4) Request for copy of agreement
5) Property transfer
6) Threatening to sue

E. External communication
1. Points to note when writing
2. Models
1) Press notice: charity event
2) Press release
3) Invitation (a)
4) Invitation (b)
5) Invitation (c)
6) Invitation to press
7) Notification of vacating premises
8) Congratulating an organisation
9) Congratulations and offering sponsorship
10) Refusing to be sponsor
11) Apology


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