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UniversitateaHyperion | 2011 1 COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ UNIVERSITATEA HYPERION FACULTATEA DE ŞTIINŢE ECONOMICE COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ - SUPORT DE CURS ÎN FORMAT ID - AUTOR: Lect.univ.dr. Dominte Carmen

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Page 1: Comunicare in Afaceri in Limba Engleza

UniversitateaHyperion | 2011

1 COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ

UNIVERSITATEA HYPERION FACULTATEA DE ŞTIINŢE ECONOMICE

COMUNICARE ÎN AFACERI

ÎN

LIMBA ENGLEZĂ - SUPORT DE CURS ÎN FORMAT ID -

AUTOR: Lect.univ.dr. Dominte Carmen

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2 COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ

INTRODUCERE

Cursul de “ Comunicare în afaceri în limba engleză” se adreseză studenţilor înscrişi la

programul de studiu ID, organizat de Facultatea de Ştiinţe Economice.

Însuşirea de către studenţi, sub aspect teoretic şi practic, a cunoştinţelor fundamentale privind

componenţa, structura şi dinamica lexicului şi gramaticii limbii engleze contemporane. Formarea

deprinderilor de folosi limbajul de specialitate în scop comunicativ şi dezvoltarea aptitudinilor de

exprimare orală sau în scris.

Iată deci care sunt obiectivele principale ale acestui curs, obiective concretizate în competenţele pe

care le veţi dobândi după parcurgerea şi asimilarea sa:

însuşirea sub aspect teoretic şi practic a noţiunilor de baza si a conceptelor privind componenţa

structura şi dinamica lexicului şi a gramaticii limbii engleze contemporane;

analiza principalelor concepte şi termeni necesari studiului limbii engleze contemporane;

stimularea gandirii independente a cursantilor si crearea interesului acestora pentru cunoaşterea

limbajului de specialitate;

dezvoltarea deprinderilor şi aptitudinilor de exprimare atât oral cât şi în scris pe baza cunoştinţelor

dobândite.noţiunilor de comerţ şi corespondenţă comercială

capacitatea de analiză a limbajului de specialitate

dobândirea de cunoştinţe generale şi specifice în domeniul limbii engleze

contemporane de specialitate

capacitatea de evaluare şi autoevaluare personală

capacitatea de a lucra în grupe şi în echipe

capacitatea de a transpune în practică cunoştinţele dobândite

dezvoltarea aptitudinilor de comunicare într-o limbă străină

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capacitatea de a lucra independent şi în grup

preocuparea pentru obţinerea performanţei în activităţi interpersonale şi de grup

Cursul “Comunicare în afaceri în limba engleză” este structurat în unsprezece unităţi de

învăţare (capitole), fiecare dintre acestea indicând următoarele elemente: timp estimativ de studiu

pentru asimilarea informaţiei; competenţe specifice unităţii de învăţare; cuprins al unităţii de învăţare;

teme de control; bibliografie specifică unităţii de învăţare.

Evaluarea cunoştinţelor – constă în evaluarea finală, concretizată prin examenul susţinut în

perioada de sesiune.

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COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ

2011

4

CUPRINSUL SUPORTULUI DE CURS

I. Unitatea de învăţare nr. 1 – STRUCTURE AND

PRESENTATION

I.1. Letterheads 10

I.2. References 11

I.2.1. Per pro 11

I.3. Company position 12

I.4. Enclosures 12

I.5. Tema de control a unităţii de învăţare nr. 1 12

I.6. Bibliografiaspecificăunităţii de învăţare nr. 1 12

II. Unitateade învăţare nr. 2 - CONTENT AND STYLE

II.1. First paragraph 15

II.2. Middle paragraph 15

II.3. Final paragraph 15

II.4. Simplicity 16

II.5. Abbreviation 16

II.6. Figures 16

II.7. Tema de control a unităţii de învăţare nr. 2 16

II.8. Bibliografiaspecificăunităţii de învăţare nr. 2 17

III. Unitatea de învăţare nr. 3 - ENQUIRIES

III.1. Opening 19

III.2. Asking 19

III.3. Suggesting 19

III.4. Closing 20

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III.5. Tema de control a unităţii de învăţare nr. 3 20

III.6. Bibliografiaspecificăunităţii de învăţare nr. 3 21

IV. Unitatea de învăţare nr. 4 - REPLIES AND

QUOTATIONS

IV.1. Replies to letters of enquiry 22

IV.2. Quotations 24

IV.3. Tema de control a unităţii de învăţare nr. 4 25

IV.4. Bibliografiaspecificăunităţii de învăţare nr. 4 26

V. Unitatea de învăţare nr. 5 – ORDERS

V.1. Placing an order 27

V.2. Advice on despatch 28

V.3. Tema de control a unităţii de învăţare nr. 5 28

V.4. Bibliografiaspecificăunităţii de învăţare nr. 5 28

VI. Unitatea de învăţare nr. 6 – PAYMENT

VI.1. Invoices 30

VI.2. Statements of account 30

VI.3. Settlements of accounts – methods of payments : home trade 30

VI.4. Settlements of accounts – methods of payments : foreign trade 32

VI.5. Tema de control a unităţii de învăţare nr. 6 33

VI.6. Bibliografiaspecificăunităţii de învăţare nr. 6 34

VII. Unitatea de învăţare nr. 7–COMPLAINTS AND

ADJUSTMENTS

VII.1. Writing general complaints 35

VII.2. Replying to letters of complaints 36

VII.3. Tema de control a unităţii de învăţare nr. 7 37

VII.4. Bibliografiaspecificăunităţii de învăţare nr.7 37

VIII. Unitatea de învăţare nr. 8 – CREDIT

VIII.1. Forms of credit 38

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VIII.2. Requirements for granting 39

VIII.3. Asking for credit 39

VIII.4. Replying to requests for credit 40

VIII.5. Asking about crediting 41

VIII.6. Tema de control a unităţii de învăţare nr. 8 42

VIII.7. Bibliografiaspecificăunităţii de învăţare nr. 8 42

IX. Unitatea de învăţare nr. 9 – BANKING

IX.1. Types of banks 43

IX.1.1. Merchant banks 44

IX.1.2. Commercial banks 44

IX.2. International banking 44

IX.2.1. Bills of exchange 44

IX.2.2. Documentary credits 45

IX.3. Tema de control a unităţii de învăţare nr. 9 46

IX.4. Bibliografiaspecificăunităţii de învăţare nr. 9 46

X. Unitatea de învăţare nr. 10 – TRANSPORTATION AND

SHIPPING

X.1. Road transport 49

X.2. Rail transport 49

X.3. Air transport 49

X.4. Shipping 49

X.5. Documentation 50

X.6. Tema de control a unităţii de învăţare nr.10 50

X.7. Bibliografiaspecificăunităţii de învăţare nr. 10 50

XI. Unitatea de învăţare nr. 11 – INSURANCE

XI.1. Insurance procedures 52

XI.2. Fire and accidents insurance 53

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XI.2.1. Fire insurance 53

XI.2.2. Accidents insurance 54

XI.2.3. Claims 54

XI.3. Tema de control a unităţii de învăţare nr.11 55

XI.4. Bibliografiaspecificăunităţii de învăţare nr. 11 55

XII. TESTUL DE AUTOEVALUARE 56

XIII. BIBLIOGRAFIA SPECIFICĂ ÎNTRGULUI SUPORT

DE CURS

57

XIV. NOTIŢELE CURSANTULUI 58

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Unitatea de studiu nr. 1: DSTRUCTURE AND

PRESENTATION

Timpul de studiu individual estimat: 3 h

Competenţele specifice unităţii de învăţare:

După studiul acestei unităţi de învăţare cursanţii vor putea:

să scrie corect adresa expeditorului şi adresa adresantului.

să folosească formulele de deschidere şi de încheiere a unei scrisori economice.

să poziţioneze corect în pagină data, adresa, formulele de salut.

să poziţioneze corect adresa expeditorului şi adresa destinatarului pe plic.

Cuprinsul unităţii de învăţare:

I.1. Letterheads (pag. 10)

I.2. References (pag. 11)

I.2.1. Per pro (pag. 11)

I.3. Company position(pag. 12)

I.4. Enclosures (pag. 12)

I.5. Tema de control a unităţii nr. 1 (pag. 12)

I.6. Bibliografia specifică unităţii nr. 1 (pag. 12)

1. The sender’s address

In correspondence that does not have a printed letterhead, the senders’s address is

written on the top right-hand side of the page.

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2. The date

It is written below the sender’s address, sometimes separated from it by a space.

3. The receiver’s address

This is written below the sender’s address and on the opposite side of the page.

4. Order of inside addresses

After the name of the person and/or company receiving the letter, the order and

style of the addresses are: name of house or building, number of building and

name of street or road, name of town and postcode, name of country.

5. Salutations

Dear Sir opens a letter written to a man whose name you do not know. Dear Sirs is

used to address the company. Dear Sir or Madam is used to address a person of

whom you know neither the name nor the sex.

6. Complemantary closes

If the letter begins Dear Sir, Dear Sirs, Dear Madam or Dear Siror Madam, it will

close with Yours faithfully. If the letter begins with a personal name, Dear Mr

James, Dear Mrs Robinson, it will close with Yours sincerely.

7. Signatures

Always the typed name will be placed after the handwritten signature.

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Example:

Worick House, Worick Street, Forest Hill London

SE 23, 1 JF, UK

Ms B. Kaases

Bredgade 51

Copenhagen K

Denmark

Dear MsKaases,

Thenk you for your enquiry which we received today.

I am enclosing our ctalogue and the price list for the equipment you said you were

interested in. I would like to draw your attention to pages 31-38 in the catalogue where

you will find full details of the Omega range.

We would welcome any further enquiries you have, and look forward to hearing from you.

Yours sincerely

p.p. Soundsonic Ltd.

D.Sampson

Sales Manager

I.1. LETTERHEADS

The printed letterhead of a company gives a great deal of information about it.

1. Type of company.

The abreviationLtd. After the company’s name tells that the company has limited

liability, which means that the individuals that own the company or part of it, i.e.

the shareholders, are only responsible for their holding and no more than that if the

company goes bankrupt. The abreviationPLC means Public Limited Company and

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it is used to show that the company’s shares can be brought by the public; Ltd

continues to be used for private limited companies whose shares are not available.

In the USA the term Incorporated - Inc. is used.

2. Board of Directors.

The name of the Chairman, or, in the USA, the President, who runs the concern,

will be given, as well as the names of the Directors, who decide the overall policy

of the firm.

3. Addresses.

In addition to the address of the office from which the letter is being sent, the

letterhead may also give the address of the head office or registred office if

different and the address of any branches or other offices the company owns.

4. Registered number.

This usually appears in small print, sometimes with the country or city in which

the company was registered. The VAT number (Value Added Tax) may also be

given.

I.2. REFERENCES

References are quated to indicate what the letter refers to (Your Ref.) and the

correspondence to refer to when replying (Our Ref.)

I.2.1. PER PRO

The term per pro (p.p.) is sometimes used in signatures and means for and on

behalf of.

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I.3. COMPANY POSITION

When signing on behalf of your company, it is useful to indicate your position in the

firm in the signature.

I.4.ENCLOSURES

If there are any enclosures, eg. Leaflets, prospectus, etc., with the letter, these may be

mentioned in the body of the letter. But many firms in any case write Encl. or Enc. at the

bottom of the letter, and if there are a number of documents, these are listed.

I.5. TEMA DE CONTROL A UNITĂŢII NR. 1

Answer the questions:

a. Where should the references be written?

b. What does Ltd. and PLC mean?

1.6. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR.1

1. Ashley, A., Commercial Correspondence, Oxford University Press, Oxford, 1991,

first published 1984.

2. Chiriacescu, Adriana; Mureşan, Laura; Barghiel, Virginia; Hollinger, Alexander,

Corespondenţă de afaceri în limbile română şi engleză, Editura Teora, Bucureşti,

1996, prima ediţie 1994.

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3. Godwin, Joy and Strutt, Lyn, Test Your business Vocabulary in use,

AdvancedLevel, Cambridge University Press, Cambridge, 2005.

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Unitatea de studiu nr. 2:CONTENT AND STYLE

Timp de studiu individual estimat: 2 h

Competenţele specifice unităţii de învăţare:

Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:

să plănuiască conţiutul de idei al unei scrisori comerciale.

să poată încadra conţinutul de idei în lungimea optimă de redactare a unei scrisori

comerciale.

să împartă ideile principale ale scrisorii în cele trei paragrafe recomandate

să se poată exprima cu acurateţe şi claritate în scris.

Cuprinsul unităţii de învăţare:

II.1. First paragraph (pag. 15)

II.2. Middle paragraph (pag. 15)

II.3. Final paragraph (pag. 15)

II.4. Simplicity (pag. 16)

II.5. Abbraviations (pag. 16)

II.6. Figures (pag. 16)

II.7. Tema de control a unităţii nr.2 (pag. 16 )

II.8. Bibliografia specifică a unităţii nr. 2 (pag. 17)

The length of the letter depends on the subject of the letter, it may be a simple

subject, eg. thanking a customer for a cheque, or quite complicated, eg.

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explaininghow a group insurance policy works. The style and the kind of language

used can also affect the length.

II.1. FIRST PARAGRAPH

The first paragraph sets the tone of the letter and gives the reader the first

impression, example: “Thank you for your letter dated 8th

of July in which you

asked about our range of cosmetics. As you have probably seen in our

advertisements in fashion magazines, we appeal to a wide group from the teenage

market through to more mature woman, with our products being retailed in leading

stores throughout the world.”

II.2. MIDDLE PARAGRAPH

This is the main part of the letter and it concerns with the points that need to be

made. In the middle paragraph of the letter, the planning is most important.

II.3. FINAL PARAGRAPH

When closing the letter, you should thank the person for writing and encourage

further enquiries or correspondence. You may also wish to restate one or two of

the most important of the points you have made in the main part of the letter,

examples:

“We are sure that you have made the right choice in choosing this particular line

as it is proving to be a leading seller. If there is any advice or further information

you want, we shall be happy to supply it, and look forward to hearing from you.”

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II.4. SIMPLICITY

Commercial correspondence often suffers from an old-fashioned style of English

which complicates the message and gives the reader the feeling that he is reading a

language he does not understand.

II.5. ABBREVIATIONS

These are useful, but both parties need to know what the abbreviations stand for:

c.i.f. means cost, insurance and freight, f.o.b. means free on board, o.n.o. means or

nearest offer. Some international organizations, eg. NATO, are known in all

countries by the same set of initials, but many are not, eg. EEC (European

Economic Community) and UNO (United Nations Organization).

II.6. FIGURES

Numerical expressions can also cause confusion. For, example, the decimal point

in British and US usage is a full point rather than a comma as used in most

continental European countries.

II.7. TEMA DE CONTROL A UNITĂŢII NR. 2

1. What should the first, the middle and the final paragraph contain?

2. Why the following letter is incorrect?

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„Dear Mr. Rohn,

I have already written to you concerning your outstanding debt of 591.00 dollars.

This should have been cleared theree months ago. You don’t seem to want to

cooperate in paying us, and therefore we will have to sue you if your debt is not

cleared within the next ten days.”

II.8. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 2

1. Brookes, Michael and Horner, David, Business English, Engleza pentru

afaceri, Editura Teora, Bucureşti, 1999.

2. Mascull, Bill, Business Vocabulary in Use, Cambridge University Press,

Cambridge, 2002.

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Unitatea de studiu nr. 3:ENQUIRIES

Timpul de studiu individual estimat: 2 h

Competenţele specifice unităţii de învăţare:

Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:

să cunoască diferite tipuri de cereri

să redacteze scrisori comerciale adecvate fiecărui tip de cerere în parte.

să redacteze diferite răspunsuri pentru fiecare tip de cerere.

Cuprinsul unităţii de învăţare:

III.1. Opening (pag. 19)

III.2. Asking (pag. 19)

III.3. Suggesting (pag. 19)

III.4 Closing (pag. 20)

III.5. Tema de control a unităţii nr. 3 (pag. 20)

III.6. Bibliografia specifică unităţii nr. 3 (pag. 21)

An enquiry can be made by telephone, telegram, telex or postcard. If you need to give

more information about ypurself or ask the suplier for more information, you will need to

write a letter.

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The contents of this will depend on three things: how well you know your

supplier, whether your supplier is at home or abroad, and the type of goods you are

enquiring about.

II.1. OPENING.

Tell your supplier what sort of firm you are. How did you hear about the firm you

are writing to.

II.2. ASKING

Asking for catalogues, price-lists and prospectuses. It is not necessary to give a lot

of information about yourself, the enquiry can be done by postcard.

Asking for details. You must be specific and state exactly what you want.

Asking for samples, patterns, demonstrations. Most suppliers are willing to

provide samples or patterns so that you can make a selection.

II.3. SUGGESTING

Suggesting terms, methods of payment, discounts. Although it is true that once a

supplier has quoted a price and stated terms, he may be unwilling to change them,

by suggesting your terms you would be indicating that certain conditions may

persuade you to place an order.

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Asking for goods on approval or on sale or return. In either case the supplier

would have to know the customer well, or would want trade references. He would

also place a time limit on when the goods must be returned or paid for.

II.4. CLOSING

Usually a simple “thank you” is sufficient to close an enquiry. You may also

mention that a prompt reply would be appreciated. You can also indicate further

business or other lines you would be interested in if you think they could be

supplied.

Example of a short enquiry:

Dear Sir,

Please would you send me your Spring catalogue and price-list quoting c.i.f. prices,

Bombay? Thank you.

Yours faithfully,

III.5. TEMA DE CONTROL A UNITĂŢII NR.3

1. Write a short enquiry requesting for a catalogue and pice list.

2. What kind of request is this letter?

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„Dear Sir,

Could you please send me details of your tubeless tyres which are being advertised in

garages around the country? I would appreciate a prompt reply quoting trade price.”

III.10. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 3

1. Aspinall, Tricia and Bethell, George, Test Your Business Vocabulary in Use,

Intermediate Level, Cambridge University Press, Cambridge, 2007, first published

2003.

2. Godwin, Joy and Strutt, Lyn, Test Your business Vocabulary in use,

AdvancedLevel, Cambridge University Press, Cambridge, 2005.

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Unitatea de studiu nr. 4:REPLIES AND QUOTATIONS

Timpul de studiu individual estimat: 2 h

Competenţele specifice unităţii de învăţare:

Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:

să să poată redacta scrisori de confirmare pentru diferite subiecte.

să poată sugera în scris diferite alternative pentru diferite tipuri de cereri

să stabilească în scris termeni şi metode de plată.

să stabilească în scris termeni ficşi şi termeni negociabili.

să poată exprima în scris diferite moduri de estimare.

Cuprinsul unităţii de învăţare: IV.1. Replies to letters of enquiry (pag. 22)

IV.2. Quotations (pag. 24)

IV.3. Tema de control a unităţii nr.4 (pag. 25)

IV.4. Bibliografia specifică unităţii nr. 4 (pag. 26)

IV.1. REPLIES TO LETTERS OF ENQUIRY

a. Opening.

Mention your prospective customer’s name. Thank the writer for his enquiry,

mention the date of his letter and quote any other references that appear.

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b. Confirming that you can help.

Let the writer know as soon as possible if you have the product or can provide

the service he is enquiring about.

c. Selling your product.

A simple answer that you have the goods in stock is not enough. Mention one

or two selling pointsof your product, including any guarantees you offer.

d. Suggesting the alternatives.

If you do not have what the enquirer has asked for, but have an alternative,

offer it to him.

e. Referring the customer elsewhere.

Your correspondent may be asking about a product you do not make or a

service you do not give. If this is so, tell him and if possible refer him

elsewhere.

f. Catalogues, price-lists, prospectuses, samples.

Make sure that you enclose current catalogues and price-lists if you are sending

them.

g. Closing.

Always thank the customer for writing to you. You should also encourage

further enquiries.

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IV.2. QUOTATIONS

a. Prices.

When a manufacturer, wholesaler or retailer quotes a price, he may or may not

include other costs and charges such as transport, insurance, taxes. Prices

which include these extra costs are known as gross prices, those which include

them are known as net prices.

b. Transport and insurance costs.

The following list includes the abreviations that explain which price is being

quoted to the customer.

Ex-works. The buyer will have to pay all the costs once the goods

have left the factory, mill or warehouse.

F.o.r. (free on rail). The price quoted covers the costto the nearest

railway station.

F.a.s (free alongside ship). There are no extra charges up to taking the

goods to the side of the ship.

F.o.b. (free on board). Loading on to the ship is included in the price

quoted.

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C&f. (cost and freight). The price includes cost and shipping to the

destination mentioned.

C.i.f. (cost, insurance and freight). The price includes all the costs up

to the named destination.

Ex-ship. The price includes delivery to the port named.

Franco quay. The price incldes all the costs up to the importer’s

deockside.

Carriage paid. Charges will be paid by the sender.

Carriage forward. The transport charges are paid by the receiver.

c. Methods of payment.

These methods may be letter of credit, bill of exchange, etc.

d. Fixed terms and negotiable terms.

The terms are quoted in two ways: by stating your price and discounts without

leaving room for negotiation, or by implying that the customer could write

again and discuss them.

IV.3. TEMA DE CONTROL A UNITĂŢII NR. 4

1. Mention the extra costs that are to be carried by the buyer.

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2. Write a letter of reply to the buying agent who wrote on behalf of the principals in

Canada. The agent made no reference to any particular line of chinaware she was

interested in, nor mentioned terms. The letter is in the nature of a sales trade.

IV.4. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 4

Chiriacescu, Adriana; Mureşan, Laura; Barghiel, Virginia; Hollinger, Alexander,

Corespondenţă de afaceri în limbile română şi engleză, Editura Teora, Bucureşti,

1996, prima ediţie 1994.

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Unitatea de studiu nr. 5:ORDERS

Timpul de studiu individual estimat: 2 h

Competenţele specifice unităţii de învăţare:

Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:

să să poată redacta o comandă în scris.

să poată cere în scris informaţii despre modalităţile de plată.

să solicite informaţii despre metodele împachetare şi transport.

să poată refuza în scris o comandă.

Cuprinsul unităţii de învăţare:

V.1. Placing an order (pag. 27)

V.2. Advice on despatch (pag. 28)

V.3. Tema de control a unităţii nr. 5 (pag. 28)

V.4. Bibliografia specifică unităţii nr. 5 (pag. 28)

V.1. PLACING AN ORDER

Orders are usually written on a company’s official order form which has a date

and a reference number that should be quoted in any correspondence which refers to the

order.

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a. Opening. Explain there is an order accompanying the letter.

b. Payment. Confirm the terms of payment

c. Delivery. Confirm the delivery dates.

d. Methods of delivery. Many firms use forwarding agents.

e. Closing. Encourage further orders.

V.2. ADVICE OF DESPATCH

When the supplier has made up the order and arranged shipment, the customer is

informed of this in an advice.

V.3. TEMA DE CONTROL A UNITĂŢII NR. 5

1. Identify the following order:

„Thank you for your order (No.DR4317) which we are now making up. We have all

the items in stock and will be advising you in the near future.”

2. Is only the bad reputation the reason why a company could refuse an order?

V.4. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 5

Aspinall,Tricia and Bethell, George, Test Your Business Vocabulary in Use,

Intermediate Level, Cambridge University Press, Cambridge, 2007, first published 2003.

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Unitatea de studiu nr. 6: PAYMENT

Timpul de studiu individual estimat: 3 h

Competenţele specifice unităţii de învăţare:

Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:

să să completeze facturi şi ştate de plată.

să poată redacta scrisori cu privire la metodele de plată pentru comerţul intern şi

pentru comerţul extern.

să poată redacta scrisori de înştiinţare.

să poată răspunde în scris la cererile de amânare a plăţii.

Cuprinsul unităţii de învăţare:

VI.1.Invoices(pag. 30) VI.2.Statements of account(pag. 30) VI.3. Settlements of accounts – methods of payment: home trade (pag. 30) VI.4. Settlements of accounts – methods of payment: foreign trade (pag. 32) VI.3. Tema de control a unităţii nr. 6(pag. 33) VI.4. Bibliografia specifică unităţii nr. 6 (pag. 34)

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VI.1. INVOICES

Invoices are requests for payment and also records of transactions which give

both the buyer and the seller information about what has been bought or sold, the

terms of the sale and details of the transaction.

VI.2. STATEMENTS OF ACCOUNT

A supplier may grant his customer credit in the form of the open account

facilities for an agreed period of time. The statement includes the balance on the

account, which is brought forward from the previous period and listed as Account

Rendered. Invoices and debit notes are added while payments and credit notes are

deducted.

VI.3. SETTLEMENTS OF ACCOUNTS - METHODS

OFPAYMENT: HOME TRADE

a. Postal order.

It is used for small amounts and sent to the supplier direct.

b. Stamps.

It is unusual in business.

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c. Giro.

It allows customers to send payments to anyone whether they have a Giro

account or not.

d. C.O.D (cash on delivery).

The goods are delivered and the payment is accepted in behalf of the supplier.

e. Cheque.

You must have a current account or certain types of saving accounts to pay by

cheque.

f. Bank transfer.

Banks tranfer money by order from one account to another.

g. Credit transfer.

The payer fills out a Bank Giro slip and hands it to a bank with a cheque, the bank

transfers then the money to the payee.

h. Bank draft.

The payer buys a cheque from the bank for the amount he wants to pay and sends

it to the payee.

i. Bill of exchange.

The seller draws a bill on the buyer. The bill states that the buyer will pay the

seller an amount within a stated time.

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j. Letter of credit.

This mothod of payment can be used internally, but it is more common in

overseas transactions.

VI.4. SETTLEMENT OF ACCOUNTS – METHODS OF PAYMENT:

FOREIGN TRADE

a. Cheque.

It is possible to pay an overseas supplier by cheque, but it takes a long time before

the supplier gets the money.

b. International Giro.

It replaces Money Orders. Giros are charged at a flat rate.

c. International Money Orders.

They can be cashed or credited to the recipient’s account.

d. Bank transfer.

Payment can be made by ordering a home bank to transfer money to an averseas

account.

e. International bankers draft.

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This is a banker’s cheque which the bank draws on itself and sells to the

customer, who then sends it to his supplier as he would an ordinary inland cheque.

f. Promissory notes.

It is a method of payment but simply a written promise from a debtor to a credit

that the former will pay the stipulated amount either on demand or after a certain

date.

g. Bill of exchange.

The procedure is the same as for the home trade, but shipping documents usually

accompany bills when the bank acts as an intermediary in overseas transactions.

h. Documentary credit.

The term is used to distinguish the normal letter of credit, used in businessm from

the circular letter of credit, formerly used by foreign travellers and now largely

replaced by Eurocheques, traveller’s cheques and cash cheque credits.

VI.5. TEMA DE CONTROL A UNITĂŢII NR. 6

1. Mention which are the methods of payment for foreign trade.

2. Is the following letter the first, the second or the final request?

„Dear Mr. Hughes,

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I am writing to ask why you have not settled our invoice No. H143 for 519.63

dollars, a copy of which is enclosed.

I know that since we began trading you have cleared your accounts regularly on the

due dates. That is why I wondered if any problems have risen which I might be able

to help you with. Please let me know if I can be of assistance.

Yours sincerely.”

VI.6. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 6

1. Ashley, A. Commercial Correspondence, Oxford University Press, Oxford, 1991,

first published 1984.

2. Mascull, Bill, BusinessVocabulary in Use, Cambridge University Press,

Cambridge, 2002.

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Unitatea de studiu nr. 7:COMPLAINTS AND

ADJUSTEMENTS

Timpul de studiu individual estimat: 2 h

Competenţele specifice unităţii de învăţare:

Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:

să elaboreze în scris diferite tipuri de plângeri.

să se familiarizeze şi să-şi însuşească un limbaj adecvat acestui tip de scrisori.

să răspundă în scris diferitelor tipuri de plângere.

să poată explica în scris motivul anumitor greşeli făcute la firma la care lucrează.

să poată respinge în scris o plângere nefondată.

Cuprinsul unităţii de învăţare:

VII.1. Writing general complaints(pag. 35)

VII.2. Replying to letters of complaint(pag. 36)

VII.3. Tema de control a unităţii nr. 7 (pag. 37)

VII.4. Bibliografia specifică unităţii nr. 7 (pag. 37)

VII.1. WRITING GENERAL COMPLAINTS

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a. Opening. Complaints should be done as soon as you realize a mistake has been

done.

b. Explaining the problem. If you know how the mistake was made, you may

politely point it out to your supplier.

c. Suggesting a solution. If you think you know the mistake can be corrected, let the

supplier know.

VII.2. REPLYING TO LETTERS OF COMPLAINT

a. Opening. Acknowledge that you have received the complaint and thank your

customer for informing you.

b. Getting time to investigate the complaint. Do not leave your customer waiting, but

tell him what you are doing.

c. Explaining the mistake. If the complaint is justified, explain how the mistake

occurred, but do not blame your staff.

d. Solving the problem. Having acknowledged your responsibility and explained

what went wrong, you must put matters right.

e. Rejecting a complaint. If you think the complaint is unjustified, you can be firm

but polite in your answer. You should always try o give an explanation of the

problem.

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f. Closing. It is useful to mention that this mistake, error or fault is an exception, and

you should apologize for the inconvenience your customer experienced.

VII.3. TEMA DE CONTROL A UNITĂŢII NR. 7

1. Give few examples of accounting mistakes.

2. Explain why the following text is an unjustified complaint:

„Dear Sir,

I strongly object to the extra charge of 9.00 dollars which you have added to my

statement. When I sent my cheque for 56.00 dollars last week, I thought it cleared this

balance. Now I find out that........”

VII.4. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 7

1. Aspinall,Tricia and Bethell, George, Test Your Business Vocabulary in

Use,Intermediate Level, Cambridge University Press, Cambridge, 2007, first

published 2003.

2. Brookes, Michael and Horner, David, Business English, Engleza pentru afaceri,

Editura Teora, Bucureşti, 1999.

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Unitatea de studiu nr. 8:CREDIT

Timpul de studiu individual estimat: 3 h

Competenţele specifice unităţii de învăţare:

Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:

să recunoască diferite tipuri de credite.

să redacteze o cerere de creditare.

să răspundă unei cereri de creditare.

să răspundă unei cereri de creditare în rate.

să ceară în scris referinţele necesare în vederea acordării unui credit.

Cuprinsul unităţii de studiu:

VIII.1. Forms of credit (pag. 38)

VIII.2. Requirements for granting a credit (pag. 39)

VIII.3. Asking for credit(pag. 39)

VIII.4. Replying to requests for credit(pag. 40)

VIII.5. Asking about credit rating(pag. 41)

VIII.6. Tema de control nr. 8(pag. 42)

VIII.7. Bibliografia specifică unităţii nr. 8(pag. 42)

VIII.1. FORMS OF CREDIT

Credit arrangements between trading firms take two forms:

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BILL OF EXCHANGE, or DRAFTS = the seller gives credit to the buyer for the period

specified on the bill.

OPEN ACCOUNT FACILITIES = the buyer is allowed to pay for his goods against

monthly or quarterly statements.

VIII.2.REQUIREMENTS FOR GRANTING CREDIT

Credit facilities will be granted by a supplier, only if the customer can satisfy one of the

certain requirements:

a. Reputation

b. Long-term trading association

c. References

VIII.3. ASKING FOR CREDIT

1. Opening.

In the opening paragraph f a letter asking for credit facilities it is best to go to the

point and specify what form of credit you are looking for.

2. Convincing your supplier.

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Your supplier will only grant credit if he is convinced that you will not default. So

mention your previous dealings with the supplier. Mention your reputatuion and

other references.

3. Closing.

“We hope you will consider our request favourably and look forward to your

reply.”

VIII.4. REPLYING TO REQUESTS FOR CREDIT

1. Agreeing to credit.

A. If the supplier does not think it necessary to take up references, he may grant

credit immediately: “As we have been trading for over a year, references will

not be necessary and you may clear your accounts by 30-day bill of exchange

which will be sent to Burnley’s Bank with shipping documents for your

acceptance.”

B. If references are considered necessary, the supplier will acknowledge the

request and then reply in full when references have been received: “We have

now received the necessary references and are pleased to say that from your

next order payment can be mede on a quarter basis against statements.”

2. Refusing credit.

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In this case, the writer must explain why he is turning the request down. Whatever

the reason, the reply must worded carefully so as not to offens the customer: “We

regret that we are unable to offer open account terms to customers as our

products are competitively priced and with small profit margins it is

uneconomical to allow credit facilities.”

3. Negotiating.

Sometimes a supplier will not offer as musch credit as the customer wants but will

negotiate a compromise: “Though we do not usually offer credit facilities, we

would be prepared to consider partial credit. In this case you would pay half your

invoices on a cash basis, and the rest by 30-day bill of exchange.”

VIII.5. ASKING ABOUT CREDIT RATING

1. Opening.

Say who you are and why you want the information.

2. Details.

Say exactly what you want to know. If the amount of credit is known, it is usually

mentioned.

3. Closing.

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Thank the firm in advance for giving you the information and tell them you will

reciprocate if the opportunity arises. Also let them know that whatever they say in

their letter will be treated in the stricted confidence.

VIII.8. TEMA DE CONTROL A UNITĂŢII NR. 8

Write a letter agreeing to a credit.

VIII.9. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 8

1. Godwin, Joy and Strutt, Lyn, Test Your business Vocabulary in use, Advanced

Level, Cambridge University Press, Cambridge, 2005.

2. Mascull, Bill, Business Vocabulary in Use, Cambridge University Press,

Cambridge, 2002.

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Unitatea de studiu nr. 9: BANKING

Timpul de studiu individual estimat: 4 h

Competenţele specifice unităţii de învăţare:

Dupăstudiul acestei unităţi de învăţare cursanţii vor putea:

să să completeze diferite documente bancare.

să recunoască şi să completeze diferite documente bancare internaţionale.

Cuprinsul unităţii de învăţare:

IX.1. Types of banks(pag. 43)

IX.1.1. Merchant banks (pag. 44)

IX.1.2. Commercial banks (pag. 44)

IX.2. International banking (pag. 44)

IX.2.1. Bills of exchange (pag. 44)

IX.2.2. Documentary credits (pag. 45)

IX.3. Tema de control a unităţii nr. 9 (pag. 46)

IX.4. Bibliografia specifică unităţii nr. 9 (pag. 46)

IX.1. TYPES OF BANKS

BANKS IN UK

These can be divided into two groups:

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IX.1.1. MERCHANT BANKS

Tens to encourage larger organizations to use their services, and while the

facilities they offer are similar to those of the commercial benks, the former

specialize in ares of international trade and finance, discounting bills, confirming

credit status of overseas customers through confirming houses, acting in the issue

market, and in the bullion and Eurobond market.

IX.1.2. COMMERCIAL BANKS

Offer similar services but are particularly interested in private customer’s

accounts, encouraging them to use their current account, deposit accounts, savings

account and credit facilities. They will lend money, against securities, in the

forms of overdrafts and loans, pay accounts regularly by standing orders, and

transfer credits through the bank Giro system.

IX.2. INTERNATIONAL BANKING

IX.2.1. BILLS OF EXCHANGE

It is an order sent by the drawer (the person asking for the money) to the drawee

(the person paying) stating that the drawee will pay on demand or at a specific

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time the amount shown on the bill. Such bills are said to be domiciled with the

bank holding them.

IX.2.2. DOCUMENTARY CREDITS

It is a more binding method of payment. There are two types of

documentary credit: revocable (those that can be canceled) and irrevocable (those

that can not be cancelled).

The stages in an irrevocable documentary credit transactions are as

follows:

a.The impoter agreed to pay by documentary credit, and tells his bank that he will

do so by completing an application form.

b.The importer’s bank will then select a bank in the expoerter’s country to act as

its agent, and will notify them that the credit has been opened.

c. The agent bank will notify the exporter that a credit has been opened and they

may add their own confirmation.

d.The exporter ships the goods before the credit expires and sends the shipping

documents to the agent bank who check the documents against the conditions and

pay him.

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e.The agent bank will then send the documents and debit the importer’s bank with

the costs and charges.

f.The importer’s bank then checks the documents, pays the agent bank and sends

the documents to the importer so that he can claim the goods.

IX.3.TEMA DE CONTROL A UNITĂŢII NR. 9

1. Which are the commercial banks facilities?

2. The following text is an administrative letter. Which is it about?

„Dear Mr. Collins

Please would you transfer 2.500.000 dollars from my current account to my deposit

account? The account numbers and details are on the enclosed transfer slip, and I

would be grateful if you could stamp the counterfoil and return it to me.

Yours sincerely.”

IX.4. BIBLIOGRAFIA SPECIFICĂ UNITĂŢII NR. 9

1. Ashley, A.,Commercial Correspondence, Oxford University Press, Oxford, 1991,

first published 1984.

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2. Chiriacescu, Adriana; Mureşan, Laura; Barghiel, Virginia; Hollinger, Alexander,

Corespondenţă de afaceri în limbile română şi engleză, Editura Teora, Bucureşti,

1996, prima ediţie 1994.

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Unitatea de studiu nr.101TRANSPORTATION AND

SHIPPING

Timpul de studiu individual estimat: 3 h

Competenţele specifice unităţii de învăţare:

După studiul acestei unităţi de învăţare cursanţii vor putea:

să să completeze actele necesare transportului rutier.

să completeze actele necesare trasportului aerian.

să completeze actele necesare transportului feroviar.

să completeze actele necesare transportului fluvial.

Cuprinsul unităţii de învăţare:

X.1. Road transportation (pag. 49)

X.2. Rail transportation (pag. 49)

X.3. Rail transportation (pag. 49)

X.4. Shipping (pag. 49)

X.5.Documentation (pag. 50)

X.6. Tema de control a unităţii nr. 10(pag. 50)

X.7. Bibliografia specifică unităţii nr. 10 (pag. 50)

.

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X.1. ROAD TRANSPORT

It tens to be comparatively cheaper and more direct than rail.

X.2. RAIL TRANSPORT

It is faster than road. There is a link between road and rail through companies such as

Freightliners.

X.3. AIR TRANSPORT

It has the advantage of saving time.

X.4. DOCUMENTATION

Road and rail use consignment notes and air transport waybills. These documents are

receipts and not documents of title as a bill of lading might be (the ownership of the

consignment note/waybill does not give ownership to the goods). They are obtained by

the consignor filling out an instructions for despatch form and paying the freight charges.

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X.5. SHIPPING

Shipping documentation.

a. A freight account = is an invoice sent by the shipping company to the exporter

stating their charges.

b. A bill of lading = it is a document of title, it gives ownership of the goods to the

person named on it.

c. A shipped bill of lading = it means that the goods have been loaded on to the ship.

This statement protects the shipping company from claims that they were

responsible for the damage or bad condition of the consignment.

X.6. TEMA DE CONTROL A UNITĂŢII NR. 1O

1. Write a letter of complaint. The complaintment should be of the damage of the

goods in delivery by rail.

2. Which are the shipping documentation?

X.7. BIBLIOGRAFIA SPECIFICĂ A UNITĂŢII NR. 10

1. Brookes, Michael and Horner, David, Business English, Engleza pentru afaceri,

Editura Teora, Bucureşti, 1999.

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2. Mascull, Bill, Business Vocabulary in Use, Cambridge University Press,

Cambridge, 2002.

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Unitatea de studiu nr. 11:INSURANCE

Timp de studiu individual estimat: 2 h

Competenţele specifice unităţii de învăţare:

După studiul acestei unităţi de învăţare cursanţii vor putea:

să poată stabili în scris termenii unui contract de asigurare.

să completeze cereri de asigurare.

să completeze formulare de asigurare.

Cuprinsul unităţii de studiu:

XI.1. Insurance procedures (pag. 52)

XI.2. Fireand accidentsinsurance (pag. 53)

XI.2.1. Fire insurance(pag. 53)

XI.2.2.Accident insurance(pag. 54)

XI.2.3. Claims (pag. 54)

XI.3. Tema de control a unităţii nr. 11(pag. 55)

XI.4. Bibliografia specifică unităţii nr. 11(pag. 55)

XI.1. INSURANCE PROCEDURES

Companies and individuals protect themselves against loss, damage or injury by

taking out insurance policies. The usual process of insuring a business or oneself

is as follows:

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a. A proposal form is completed by the firm or person who wants insurance

cover. Underwriters, who will pay compensation in the case of claim, will

work out the premium (the price of insurance).

b. Once the policy is sent it will tell the client that he is indemnified against loss,

damage or injury under the conditions of policy. Indemnification means that

the insurance company will compensate the client to restore him to his

original position before the loss or damage. The insurance company will also

have the right of subrogation, which means they can now claim the wrecked

vehicle and sell it for any price they can get.

XI.2. FIRE AND ACCIDENTS INSURANCE

XI.2.1. FIRE INSURANCE

There are three main types of insurance policy:

Insurance of home and business premises and their contents.

“special perils” policies, which protect the insured person against loss

or damage due to special factors (flooding or earthquakes).

Consequential loss insurance, which insures against loss of profit in

the period after a fire (while a factory is being rebuilt).

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XI.2.2. ACCIDENT INSURANCE

It covers four areas:

Insurance of liability = it covers employers’ liabilities for industrial

accidents, accidents to people attending functions on company

business, and motor insurance.

Property insurance = it is part of the service fire offices provide, but

also includes a wide range of protection against riots, terrorism, gas

explosions.

Personal accident insurance = it offers compensation in the form of

benefit payments to people injured or killed in outings, playing games

(ice hockey, aircraft)

Insurance of interest = it protects firms against making costly

mistakes.

XI.2.3. CLAIMS

Companies and individuals make claims for loss, damage or accident, by

filling in a claims form, which tells the insurance company what has

happpened. If the insurers accept the claim, often after an investigation, they

will pay compensation as it was required.

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XI.3. TEMA DE CONTROL A UNITĂŢII NR. 11

1. Which are the marine insurance policies?

2. What kind of request is the following text?

„Dear Mr. Adair,

We have been insuring individual shipments of our chinaware with you for some time

now, and as you have noticed we have established a number of customers in North and

South America.

As we will be making regular shipments, we wondered if you could arrange open cover

for 60,000.00 pounds against all riks to insure consignments to North and South

American Eastern seaboard ports.”

XI.4. BIBLIOGRAFIASPECIFICĂ UNITĂŢII NR. 11

1. Chiriacescu, Adriana; Mureşan, Laura; Barghiel, Virginia; Hollinger, Alexander,

Corespondenţă de afaceri în limbile română şi engleză, Editura Teora, Bucureşti,

1996, prima ediţie 1994.

2. Godwin, Joy and Strutt, Lyn, Test Your business Vocabulary in use,

AdvancedLevel, Cambridge University Press, Cambridge, 2005.

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56 COMUNICARE ÎN AFACERI ÎN LIMBA ENGLEZĂ

XII. TESTUL DE AUTOEVALUARE

Answer the following questions:

1. Where exactly is the date written in a commercial letter?

2. How many kinds of enquiries are?

3. Which could be the reasons why a company or firm should refuse an order?

4. What is a pro-forma invoice?

5. In a letter asking for credit facilities, is it recommended to go straight to the point

and specify what form of credit you are looking for?

6. Which are the documents needed for the internaional banking?

7. Which is the difference between the waybills and the consignment notes?

8. Give the definition of the shipped bill of lading.

9. Among the insurance procedures are many principle. When comes into operation

the principle of benefit payment?

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XIII. BIBLIOGRAFIA SPECIFICĂ ÎNTREGULUI

SUPORT DE CURS

4. Ashley, A.,Commercial Correspondence, Oxford University Press, Oxford, 1991,

first published 1984.

5. Aspinall,Tricia and Bethell, George, Test Your Business Vocabulary in Use,

Intermediate Level, Cambridge University Press, Cambridge, 2007, first published

2003.

6. Brookes, Michael and Horner, David, Business English, Engleza pentru afaceri,

Editura Teora, Bucureşti, 1999.

7. Chiriacescu, Adriana; Mureşan, Laura; Barghiel, Virginia; Hollinger, Alexander,

Corespondenţă de afaceri în limbile română şi engleză, Editura Teora, Bucureşti,

1996, prima ediţie 1994.

8. Godwin, Joy and Strutt, Lyn, Test Your business Vocabulary in use,

AdvancedLevel, Cambridge University Press, Cambridge, 2005.

9. Mascull, Bill, Business Vocabulary in Use, Cambridge University Press,

Cambridge, 2002.

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