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Chapter 1 Business Letter-writing and Its Layout 1

Part Ⅰ Introduction 1

Part Ⅱ Specimen Letters 13

Part Ⅲ Specimen Envelopes 18

Part Ⅳ Exercises 19

Chapter 2 Establishing Business Relations 22

Part Ⅰ Introduction 22

Part Ⅱ Specimen Letters 24

Part Ⅲ Supplement 31

Part Ⅳ Exercises 35

Chapter 3 Enquiries and Replies 39

Part Ⅰ Introduction 39

Part Ⅱ Specimen Letters 40

Part Ⅲ Supplement 45

Part Ⅳ Exercises 48

Chapter 4 Quotations and Offers 53

Part Ⅰ Introduction 53

Part Ⅱ Specimen Letters 54

Part Ⅲ Supplement 63

Part Ⅳ Exercises 67

Chapter 5 Making Counter-offers and Declining Orders 71

Part Ⅰ Introduction 71

Part Ⅱ Specimen Letters 72

Part Ⅲ Supplement 85

Part Ⅳ Exercises 87

Part Ⅰ Introduction 92

Chapter 6 Close a Transaction 92

Part Ⅱ Specimen Letters 93

Part Ⅲ Supplement 98

Part Ⅳ Exercises 100

Chapter 7 Terms of Payment 106

Part Ⅰ Introduction 106

Part Ⅱ Specimen Letters 107

Part Ⅲ Supplement 115

Part Ⅳ Exercises 118

Chapter 8 Shipment 122

Part Ⅰ Introduction 122

Part Ⅱ Specimen Letters 123

Part Ⅲ Supplement 130

Part Ⅳ Exercises 134

Chapter 9 Insurance 139

Part Ⅰ Introduction 139

Part Ⅱ Specimen Letters 140

Part Ⅲ Supplement 146

Part Ⅳ Exercises 149

Chapter 10 Complaints and Claims 153

Part Ⅰ Introduction 153

Part Ⅱ Specimen Letters 154

Part Ⅲ Supplement 162

Part Ⅳ Exercises 166

Answers to Exercises 172