LESSON 11:HOW TO INFORM A CUSTOMER THAT YOU ARE UNABLE TO FILL HIS ORDER?
--怎样通知客户暂时不能发货？


CONTENTS

I. USEFUL EXPRESSIONS 常用语

II. SAMPLE 范文

III. TIPS 掌握写作要领

IV. EXERCISE: WORDS, PHRASES AND SENTENCE PATTERNS 精通常用词组和句型

V. WRITING WORKSHOP 写作小作坊

VI. GOODIES & GIFTS 实用小礼物

I. USEFUL EXPRESSIONS
常用语

1. How to tell the customer that the goods are not available?

Thank you for your order of September 5. Unfortunately, we won't be able to fill your order till early October, because Alpha II calculators are out of stock at the moment.

Unfortunately, orders for Baby Teddy Bears this Christmas season have surpassed our expectations, and this item is out of stock at the moment.

As there is an unusually heavy demand for air conditioners this summer, you will have to allow at least three weeks for delivery.

We regret that this order cannot be filled immediately, as we are temporarily out of stock.

2. How to apologize for not being able to fill the order?

I'm sorry to disappoint you, but we no longer manufacture the model you requested.

I'm sorry that we are completely out of stock of this item and it will be at least two weeks before we get our next delivery.

I'm sorry for the inconvenience, and I thank you for your understanding.

3. How to promise that the goods will be delivered sometime later?

As soon as the calculators arrive, we will ship them to you via express mail, at our expense.

We can guarantee delivery within three weeks.

We expect another shipment in two weeks, and as soon as it arrives, we will ship the disks to you via express mail, at our expense.


II. SAMPLE
范文


Dear _________:

Thank you for your order for 60 Baby Teddy Bears. As you know, our baby bears are specially designed for children under the age of 5. Unfortunately, orders for baby bears have surpassed our expectations, and the bears are out of stock at the moment. We expect another shipment of baby bears in 14 days. As soon as the new shipment arrives, we will ship the bears to you via express delivery, at our expense.

I'm sorry for the inconvenience, and I thank you for your understanding.

Sincerely yours,



__________



III. TIPS
掌握写作要领

1. Thank the customer for his/her interest in your products.
2. Explain why you are not able to fill the order promptly.
3. Tell the customer when the goods are available and when they will be delivered.
4. If the goods are no longer available, offer alternative products if possible.
5. Apologize for what you can't do.


IV. EXERCISE: WORDS, PHRASES AND SENTENCE PATTERNS
精通常用词组和句型

1. Click on the word or phrase that fits the sentence:

Every company has to find a proper way of __(1)__ its products. The cost of transporting some products can __(2)__ the cost of producing them. An inefficient form of transportation can result in higher costs and lower profits for the company. For each form of transportation, you should __(3)__ timing, cost, and availability. This assessment __(4)__ you to choose the best method of transportation.
  1. (A) transmitting
    (B) distributing
    (C) disseminating
    (D) spreading

  2. (A) exceed
    (B) extend
    (C) excel
    (D) expand

  3. (A) calculate
    (B) measure
    (C) count
    (D) estimate

  4. (A) makes
    (B) lets
    (C) provides
    (D) allows



2. Fill in the blanks with words chosen from the list below (1):

expect, purchase, get, process, indicate, backordered

1) We are unable to (1) your order because you didn't (2) the color of the travel bags you want to (3) .

2) Unfortunately this product is currently (4) . Our apologies for the inconvenience. We (5) to have more in stock at the end of May. To (6) on the waiting list for this item, call 000-0000000.


3. Fill in the blanks with words chosen from the list below (2). Add capitalization when necessary:

shrinking, back, estimated, risen, as much as, rising, earn, however, by, according to, indicate

Survey data reveal that in marriages where both partners work full-time, American women on average still earn only about 70% (1) their husbands.

Averages, (2) , can be deceiving. Recent studies (3) that the gap between male and female wages has been (4) because of falling real earnings among poorly educated men and generally (5) earnings among women. Economists have (6) that hourly wages of female full-time workers came to 88% of male wages (7) the end of the 1980s. (8) one analysis, there is a rising share of dual-income couples in which wives (9) more than their husbands. (10) in 1981, that fraction was just 16%. But by early 1993, it had (11) to 25.2%.


4. In each of the following cases arrange the groups of words so that they form a sentence. Add capitalization and punctuation if necessary.

  1. "your check for $350.00", "the nylon bags you ordered", "because", "I am returning", "we no longer make"

  2. "the book has not been available", "but", "to disappoint you", "for over six months now", "I'm sorry"

  3. "we do not feel", "which you have asked for", "the trade discounts", "unfortunately" "that", "we can offer"

  4. "to all our customers", "we only allow", "they buy", "regardless of the quantity" "a 25 per cent discount"


V. WRITING WORKSHOP
写作小作坊

Write a letter according to the situation given below:

You are the Sales Manager of your company. You have received an order from Mr. David Cook who wanted to buy 100 Magic calculators. The calculators are, however, out of stock, but you will be able to replenish your stock and send the calculators by November 25. Now write a letter to Mr. Cook following the leading sentences given below:

Dear Mr. Cook:

We received your order ______________________________________________.

We regret that ______________________________________________________. We will be able to __________________________________________________.

We regret any inconvenience __________________________________________. We appreciate _______________________________________________________.

Sincerely,



____________
Sales Manager

写作小作坊 叁考答案

Dear Mr. Cook:

We received your order (no. ________) for 100 Magic Calculators.

We regret that this order cannot be filled immediately, as we are temporarily out of stock. We will be able to ship the calculators to you by November 25.

We regret any inconvenience this delay may have caused. We appreciate your business and look forward to serving you in the future.

Sincerely,



_____________
Sales Manager


VI. SOMETHING FOR NOTHING
GOODIES & GIFTS （实惠小礼物）

New Words, New Meanings

Netetiquette: n. net + etiquette, etiquette for the Internet.
网络礼仪

Example:
The Internet has developed its own set of written and unwritten rules about conducting business communications on the net. All business users should adhere to the rules of "netetiquette."