Académique Documents
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Inglés Comercial
© Edita: EDITORIAL CEP S.L. Edición: febrero 2015
ISBN papel: 978-84-681-5628-6 / ISBN pdf: 978-84-681-6298-0
C/ Dalia nº 20. Polígono El Lomo
Depósito Legal: M-1373-2015
28970 Humanes de Madrid (Madrid)
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Imprime: PUBLICEP
ANA CRISTINA GÓMEZ MONSALVE
AUTORA
Ana Cristina Gómez Monsalve (Madrid, 1975) Licenciada en Filología
Inglesa por la Universidad Complutense de Madrid, especialidad Lingüística
inglesa y Metodología de la Enseñanza de la Lengua Inglesa.
GLOSARIO ...................................................................................................................................83
INGLÉS
COMERCIAL
OBJETIVOS
TEMA 1: Atención al
cliente/consumidor en
inglés
TEMA 2: Aplicación de
técnicas de venta en
inglés
TEMA 3: Comunicación
comercial escrita en
inglés
Ana Cristina Gómez Monsalve
Atención al Cliente/
Consumidor en Inglés 1
• Terminología específica
1. TERMINOLOGÍA ESPECÍFICA EN LAS en las relaciones
comerciales con clientes.
RELACIONES COMERCIALES CON CLIENTES
• Usos y estructuras
En esta primera unidad veremos las características del lenguaje oral, habituales en la atención
con el fin de poder comunicarnos eficazmente con los clientes tanto al cliente/consumidor
de forma presencial como telefónica, conociendo los recursos más
comunes así como las estructuras y vocabulario específico. • Diferenciación de estilos
formal e informal en la
comunicación comercial
oral y escrita.
1.1 Characteristics of oral language
• Tratamiento de
Read the following text: reclamaciones o
quejas de los clientes/
The principal characteristic of oral language is its immediacy. It is consumidores
different from the written language in that the oral tends to be more
informal and direct, and it is also more expressive than writing. • Simulación de
situaciones de atención
In oral language gestures and body language is very important al cliente y resolución
because they reinforce the transmission of the message de reclamaciones con
fluidez y naturalidad.
There are other important factors when speaking as pitch and
intonation.
OBJETIVOS:
It is essential to try to avoid the use of overused words as “ thing, say,
good” it is best to find other synonyms - Conocer la terminología
específica en las relaciones
Practice: comerciales con clientes:
- What is the principal characteristic of oral language? saludos, presentaciones y
fórmulas de cortesía.
- Name two differences between oral and written language.
11
- Recibir y atender al cliente - What is essential to avoid in oral language?
de forma adecuada tanto
Answers:
de forma presencial como
telefónica. - The immediacy, that is, the message gets to the recipient at the
moment of speaking
- Diferenciar los estilos
formales e informales tanto - Oral language is more informal and direct
en la comunicación comercial
oral como escrita. - Body language, gestures
Some rules to take into account when we are talking on the phone.
Introducing yourself
Explaining
Problems
- I’m sorry; I can’t hear you very well. Could you speak up a little,
please?
- I’ve tried to get through several times but it’s always engaged.
Taking a message
- I’ll tell Mrs. Jones that you called as soon she is available
Some examples:
Inglés comercial 13
- Hello, billing, this is Samantha speaking. Hola, contabilidad, le habla
Samantha.
- Could you hold the line for a moment, please? I´ll put you through.
¿Puede esperar un momento, por favor? Le paso.
- Can I call you back later? What´s your number? ¿Puedo llamarle de
nuevo más tarde? ¿Cuál es su número?
- Thanks for your call/ Thanks for calling. Gracias por su llamada,
gracias por llamar.
- Pass the call to the person he/she wants to speak to or offer your
help in case it is possible.
Example
Example.
- Good morning, this is Anne from Lema´s. Could I talk to the sales
manager, please?
- Thanks
Examples:
S. Take a seat, please. I´ll tell Mr. Smith you are here.
V. Good afternoon, I´m Laurie Thomas, Mrs. Johnson is waiting for me.
V. A black coffee, only if it is not much trouble for you. Thank you.
B. Small talk
En inglés se conoce como “small talk” a la conversación que se entabla
entre dos hablantes sobre temas de interés general, como el tiempo,
viajes, alojamiento, etc. Es una regla de cortesía en inglés entablar estas
pequeñas conversaciones con clientes, visitas, etc...
Example:
- How was the flight? ¿Como fue el vuelo? Did you have a good trip
¿Tuvo un buen viaje?
Possible answers.
Possible answers.
Inglés comercial 15
A cup of coffee, please/ with a dash of milk/ only if it´s not too
much trouble for you.
- What was the weather when you left? ¿Qué tiempo hacía cuando
salió?
Possible answers.
- Where are you staying? ¿Dónde se aloja? What is the hotel like?
¿Como es el hotel?
Possible answers
(Interrogative pronoun)+Auxiliary+Subject+Verb+Complements?
A. Closed questions
These are the questions that can be answered by yes/no
E.g. would you like to see a demonstration of our products? Yes, thank
you
B. Open questions
These can´t be answered only with yes/no. They use question words
Question Words.
When-Cuando
C. Indirect questions
Son oraciones interrogativas formuladas como oraciones enunciativas.
Se utiliza en contextos formales y expresan cortesía.
Examples:
D. Answers
La estructura de las respuestas en inglés es la siguiente.
Subject+Verb+Direct/Indirect Object+Complements+Adverbs
Manner+Place+Time
Eg.
Inglés comercial 17
- When speaking on the phone always “smile” even though the other
person can´t see you he/she can feel that you are nice and willing to
help him/hem
2.1 Greetings
A. Common Greetings
Vamos a ver los saludos más habituales en inglés:
- Good evening
- Hello/ Hi
- See you tomorrow; See you later, So long! Hasta mañana, Hasta
luego.
- How are you?/ How are you doing? / How are you getting on?.
¿Como estás? ¿Cómo te va? ¿Cómo lo llevas?
- I am well (fine) thank you/ Quite well, thank you. Estoy bien,
gracias/ bastante bien.
- Goodbye/ Bye
C. Shaking hands
Cuando conocemos a alguien de manera formal por primera vez la
forma normal de preoceder es con un apretón de manos (shaking
hands) y decir “How do you do” o “Pleased to meet you”
2.2 Introductions
En el siguiente cuadro vamos a ver las fórmulas más habituales para
realizar presentaciones de uno mismo y de otras personas en inglés.
Inglés comercial 19
Algunos ejemplos de presentaciones (de más formal a informal)
A: This is Charles
B: Nice to meet you.
C: Same here.
- Thank you very much for the information. You´ve been great help.
Muchas gracias por la información, has sido de gran ayuda.
- Not at all. It was the least I could do. En absoluto, es lo mínimo que
puedo hacer.
- Thanks for all your help. I really appreciate it. Gracias por toda su
ayuda, se lo agradezco de verdad.
- Forget it/ don´t worry about it. Olvídelo, no se preocupe por ello.
- Thank you for inviting me. Of course I´ll come. Gracias por invitarme
por supuesto que iré.
- Thanks for your invitation but I´m afraid I won´t be able to come.
I´ve got an appointment. Gracias por su invitación pero me temo
que no podré asistir, tengo un compromiso.
- Personal Form
- Some expressions.
Inglés comercial 21
Please contact us as soon as possible (informal)
- Linking words
Firstly, finally, in the first place, secondly, (formal)/ after, and, and then,
first, last, second, then (informal)
- Modal verbs.
FORMAL INFORMAL
When are you leaving? Could you tell me when you are leaving?
How long are you going to stay Could you tell me how long you are going to stay?
What is your date of birth? Could you tell me what your date of birth is?
What is your first name? Could you tell me what your first name is?
Could
All of them are similar and used for polite requests. We
May
can translate them as “podría” o “le importaría”.
Would
- Would you kindly send the invoice by fax? ¿Sería tan amable de
enviar la factura por fax?
- Could you please inform us about your terms of trade? ¿Nos podría
informar acerca de sus condiciones de compra?
- Can you send me your new catalogue? ¿Me puedes enviar el Nuevo
catálogo?
- Does your company offer any trade discount? ¿Tu empresa ofrece
algún descuento comercial?
Practice. Find for a more formal way to express the sentences above
Possible Answer:
3.4 Synonyms
Es esencial el evitar la repetición de términos cuando estamos
redactando una comunicación, tanto formal como informal. Aquí
enumeramos una serie de términos con sus sinónimos
FORMAL INFORMAL
STATE SAY
REQUEST ASK FOR
INFORM TELL
PROMPTLY QUICKLY
SETTLE PAY
PURCHASE BUY
APPROVE ACCEPT
Inglés comercial 23
4. TRATAMIENTO DE RECLAMACIONES O
QUEJAS DE CLIENTES/CONSUMIDORES:
SITUACIONES HABITUALES EN LAS
RECLAMACIONES Y QUEJAS DE CLIENTES
A continuación vamos a ver las formas más habituales de tratar las
quejas de los clientes, ofreciendo ayuda, disculpas y tratando de
solucionar dichas quejas de la forma más efectiva y natural.
A. Offering help
- Can/ May I help you? ¿En qué puedo ayudarle?
- Is there anything I could/can do for you? ¿Hay algo que pueda hacer
por usted?
- Could you inform me about the details of the complaint? ¿Me puede
informar sobre los detalles de la queja?
B. Apologies
- I´m (most) terribly sorry. Lo siento mucho
- I do apologize. Discúlpeme
Offer real solutions. Do not make promises that you can´t keep.
The future simple is formed by the auxiliary “will” and the infinitive of the
verb. The short form for the affirmative is ‘ll and for the negative is won´t
Examples.
Inglés comercial 25
4.4 Telephone complaints
Una parte fundamental de las quejas que se plantean por parte de los
clientes se hace de manera telefónica, por lo tanto es preciso conocer
las técnicas para resolver dichas incidencias de forma fluida y efectiva,
de tal forma que el cliente quede satisfecho con la ayuda recibida y con
la solución que se le plantea.
- We should apologize, even though the mistake was not our direct
fault, and be sensitive with the client.
- We should try to get all the details and offer a suggestion to solve
the problem. Do not make promises that we are not able to fulfill.
b. Eyes. Always look at the other person at the eyes, but not stare
them, otherwise they could feel uncomfortable.
c. Smile. The smile is very important, you should smile to people when
you are talking to them, your will appear nicer to your interlocutor
- And the rest of tips for phone complaints are also valid for face to
face complaints.
- We suggest a replacement..
Etc.
Inglés comercial 27
Read the following letter.
Dear Sirs
When we unpacked the boxes we found that some of the items were
damaged and are unsalable for us. We would like you send us new
ones and we would be very grateful if you could send us by the end
of this week, as we have to send them to our customers.
Yours faithfully
Delays
- Damaged items.
A consignment- Envío
A shipment- Envío
Items- Artículos.
Goods- Bienes, artículos.
Examples.
Useful vocabulary:
- Adverbs: Extremely-absolutely—very-terribly-quite.
- Adjectives: Sorry-sure-disappointed-annoyed-unacceptable-filthy
Inglés comercial 29
5. SIMULACIÓN DE SITUACIONES DE
ATENCIÓN AL CLIENTE Y RESOLUCIÓN
DE RECLAMACIONES CON FLUIDEZ Y
NATURALIDAD
Vamos a ver unos ejemplos de situaciones de quejas y reclamaciones
por parte del cliente, tanto de forma presencial como telefónica, así
como estructuras útiles para resolverlas de forma eficaz.
R. Oh, I´m sorry, please accept our apologies. I suppose there has been
a problem with the transport. In any case, I will send the consignment
right now and you will have it delivered tomorrow morning.
C. I´m sorry madam, but I need the goods for tomorrow; the delay is
causing us great inconvenience as we promised our customers early
delivery.
R. Don´t worry sir, I´ll send the consignment by express delivery, and
I´ll offer you a 10% discount for the inconveniences.
- Find out the veracity of the problem. Make some questions about
it. E.g. When did you buy the product? Can you tell me what is the
exact problem? Why are you disappointed with the product? What
happened exactly?
Customer: Excuse me, I bought these jeans last week in your shop
and when I arrived home I realized they were torn.
Shop assistant. I see. Do you have the receipt, please?. Thank you
S.assistant: I´m afraid it´s not our policy to give refunds, but would
you like to exchange them for another pair of jeans?
- Apologize for the inconvenient that the problem may have caused.
- Offer a solution.
Thank you for informing us about the damaged items we sent you on
July 20th in the order number B-988. We understand the problems
this has caused, so we will send replacements as soon as possible.
Could you please keep the consignment in your warehouse so that
we can inspect the damage?
Yours sincerely.
A Brodman.
Inglés comercial 31
LO QUE HEMOS APRENDIDO
- Como estructurar el discurso en la comunicación oral, tanto
presencial como telefónica, formas de dirigirse al cliente,
formulación de preguntas y respuestas y actitudes básicas en la
atención al cliente.
Aplicación de Técnicas
de Venta en Inglés 2
• Presentación de
1. PRESENTACIÓN DE PRODUCTOS Y productos/servicios
SERVICIOS. CARACTERÍSTICAS, MEDIDAS, • Pautas y convenciones
habituales para la
CANTIDADES, SERVICIOS AÑADIDOS, detección de necesidades
CONDICIONES DE PAGO Y SERVICIOS de los clientes/
consumidores.
POSTVENTA • Fórmulas para la
expresión y comparación
de condiciones de venta:
1.1 Introducing products • Fórmulas para el
tratamiento de
Vamos a ver como se forman los adjetivos en inglés, fundamentales objeciones del cliente/
a la hora de realizar cualquier descripción. Los adjetivos expresan consumidor.
características y propiedades de los sustantivos y cumplen la función
de especificar o resaltar algunas de sus características. Por otro lado • Estructuras sintácticas
veremos algunos adverbios utilizados para complementar los verbos, y usos habituales en la
adjetivos o a otros adverbios venta telefónica:
• Simulación de
A. Characteristics of products, adjectives and adverbs situaciones comerciales
habituales con clientes:
Adjectives are used to describe nouns
presentación de
Types of adjectives: productos/servicios,
entre otros.
Qualitative (Calificativos): good, thin dry, bad, short
33
Interrogative (interrogatives): which? What?
LONG SHORT
THICK THIN
HIGH LOW
WIDE NARROW
HEAVY LIGHT
DEEP SHALLOW
B. Physical Characteristics
Shapes: lines and objects
Strraigh
ht curvved wavy pointed
d roun
nded unt
d, blu
Cylindricall b sshap
box ped.
Weight
Liquids
1.3 Quantity
The most usual way to express quantity in English is the use of
Quantifiers
A. Some/ Any
We use some with countable nouns in Plural and for uncountable
nouns.
Inglés comercial 35
B. How much/ How many
We use How much for uncountable nouns.
e.g. I have little time to finish the project. Tengo poco tiempo para
terminar el proyecto (no es suficiente)
A Little is also used with uncountable nouns, the meaning is “un poco”
as “enough”
e.g. I have a little time to finish the project. Tengo un poco de tiempo
para terminar el proyecto
I have received few orders this month. He recibido pocos pedidos este
mes (connotación negativa)
Guarantee. Garantía
- Payment conditions
- Downpayment. Anticipo
Inglés comercial 37
- 30/60 days after invoicing. Pago a 30/60 dias fecha.
Useful expressions:
Practice. Match each of these sentences with one of the after sale service
mentioned above.
2. We are calling you to know your satisfaction with the product you
have purchased from us.
Answers
3. Technical service
4. Changes
However good your product or service is, the simple truth is that
no-one will buy it if they don’t want it or believe they don’t need
it. And you won’t persuade anyone that they want or need to buy
what you’re offering unless you clearly understand what it is your
customers really want.
B. Types of necessities
Debemos conocer los tipos de necesidades del consumidor para
cumplir sus expectativas y conseguir su satisfacción
Inglés comercial 39
A person needs to have their primary necessities covered in order to
acquire secondary products or services.
We need to bear in mind all these forces and motivations to know our
customer an offer him/her what they really need.
a. Social necessities
- Culture
- Psychological necessities.
- Motivation
- Attitude.
Example.
Practice
A. Comparatives
Adjetivos de una sóla sílaba (ej, cheap, near, small). Forman el
comparativo añadiendo el sufijo –er al adjetivo.
Inglés comercial 41
Ejemplo: This store is cheaper than the one we stayed yesterday- Esta
tienda es más barata que en el que estuvimos ayer.
Ej.
B. Superlatives
Al igual que en los comparativos dividimos los adjetivos entre cortos y
largos . En los cortos se añade el sufijo –est al adjetivo, en los largos se
añade the most.
This sofa is not as comfortable as the other one- Este sofa no es tan
cómodo como el otro.
Useful vocabulary
In negative Do+Not
e.g.
In this recipe you will need two eggs. When the water is boiling, place
them in the pan, they will be cooked in four minutes.
Ejemplos de materiales:
Cardboard- Cartón Lead- Plomo Porcelain- Porcelana Pottery- Cerámica Tin- Estaño
Fabric- Tela Copper- Cobre Linen- Lino Silver- Plata Velvet- Terciopelo
Inglés comercial 43
3.3 Prices
100= a hundred
1000= a thousand
1.000.000= a million
B. Mathematic operators
$= Dollar =equals
-=Minus P. pence
/=Divided
Examples
A. Types of discounts
Discounts dealing with payment
If your order is more than 100€ you will not get shipping fees.
B. Extra charges
Vat. (Value Added Tax)
In Spain
- Extra reduced: 4%
- Reduced : 10%
- General 21%
In Great Britain
- Zero-rated
In USA it is called “sales tax”. No national general tax exists, but the
federal governments apply these tax to some good and services. Tax
vary widely from less than 1% to over 10%
Inglés comercial 45
El primer paso es diferenciar que objeciones pueden ser reales y cuales
no.
Price
Why do you say that? Did you have any bad experience with us?
Type of objections
e.g. I´m sorry Mr. Adams. Could you tell me why do you think you don´t
need this product?
3. “I don´t have time, I´m too busy”. In this case we should try to
arrange a meeting in another moment
e.g. Could I call again in another moment, it won´t be more than five
minutes?
I understand you are very busy right now, so, can we meet tomorrow
morning?
4. “I don´t like your products, they are not good quality” (prejudices).
Here we should make a demonstration of our products, or offer the
potential customer some samples, etc. in order he/she can check
the quality of our product.
e.g. I´m very sorry, could you tell me exactly what happened?
Practice. Read these objections and write some answer that you would
give to the customer.
What is a planning?
Inglés comercial 47
5.2 Structure of telephone conversations in sales
1. Introducing yourself: “Good morning, my name in Mary Smith from
ABC Company”
2. Asking for the person you want to speak to. “Could I speak to the
Finance Manager, please?”
3. The person who answers the phone will probably ask us what the
reason of our call is”.
- Identification
- Suggestion
E.g. Good morning, my name is Mary Smith form ABC, the reason for
my call is to introduce you my products/services. Could you give me a
few minutes?
6. Closing. The final point is to get an order, or, a visit of one of our
representatives to show our products or services.
Useful expressions
- Introduction of our company. The structure here is: Reason for our
call+we would like to meet the customer.
- We are opening a new office in the town and would like to meet
you.
- Making an arrangement.
- Would you like that one of our sales representatives visit your
company?
- Objections
- Closing
In any case, telephone conversations are the first contact with the
customers; we should try to make an appointment to close the sale.
Inglés comercial 49
6. SIMULACIÓN DE SITUACIONES
COMERCIALES HABITUALES CON CLIENTES:
PRESENTACIÓN DE PRODUCTOS Y SERVICIOS
ENTRE OTROS
- Functions: what is the use of the product and the necessities that it
will fulfill
Replies.
- Certainly/Sure/ Of course.
B. Presentation of services
Services are untouchable, so we should emphasize the technical and
personal characteristics of it. We can´t show customers any samples,
we can´t show how it works so, the focus should be in the customer
service and the quality of our service.
Inglés comercial 51
LO QUE HEMOS APRENDIDO
- Como describir productos: características físicas, materiales, pesos,
medidas y cantidades.
Comunicación
Comercial escrita en 3
Inglés
• Estructura y
terminología habitual
en la documentación
comercial básica
• Cumplimentación
1. ESTRUCTURA Y TERMINOLOGÍA HABITUAL de documentación
comercial básica en
EN LA DOCUMENTACIÓN COMERCIAL BÁSICA: inglés
• Estructura y fórmulas
habituales en la
1.1 Orders (or order note) elaboración de
documentos de
An order is a confirmed request by the buyer to the seller to buy, comunicación interna en
sell, deliver, or receive goods or services under specified terms and la empresa en inglés
conditions.
• Elaboración de informes
Orders can be presented in two ways. As an ordinary letter with y presentaciones
address, salutation body and closing as in an order form, that can be comerciales en inglés
standardized for each company. • Estructuras sintácticas
Orders must contain details such as reference of the items, utilizadas habitualmente
description, model, quantity and prices en el comercio
electrónico para
It is essential to state delivery date and delivery address, as well as incentivar la venta
method of payment.
• Abreviaturas y usos
habituales en la
comunicación escrita con
diferentes soportes
53
Example of an order note:
OBJETIVOS:
- Conocer la terminología
básica de documentación
comercial, como pedidos,
facturas, recibos y hojas de
reclamaciones, así como la
forma de cumplimentarlas de
forma adecuada.
- Redactar correspondencia
comercial relacionada con
reclamaciones, peticiones,
impagos, etc.
- Conocer y redactar
correctamente documentos
de comunicación interna en
la empresa: memos, actas y
circulares.
- Realizar adecuadamente
Order letter:
informes y presentaciones
comerciales en inglés.
Madison Inc. August 18th 2012
- Conocer el comercio 23 Main Street
DC3 3994 London
electrónico y las estructuras
más utilizadas para incentivar
Dear Sirs.
la venta a través de él. Thank you for your catalogue and price list of August 10th.
We would like to order the following items
- Manejar las abreviaturas
Reference Item Quantity Price
más habituales en lenguaje
48844 Pens 100 £0,20
comercial y su utilización en
82742 Boards 4 £25
todo tipo de soporte. 40742 Folders 30 £0,40
Opening sentences:
- Thank you for your quotation of….we enclose the order for.
Closing sentences:
- Please confirm delivery by the end of the week. Por favor confirme
la entrega para finales de semana.
Invoices
Image. http://www.duplicatedesign.co.uk/Delivery-Note-Templates.php
- Number of invoice
- Date of issue.
- Order number.
Inglés comercial 55
- Details of the company/person who must settle the invoice.
1.3 Receipts
A receipt is a written or printed acknowledgement of the action of
receiving something or the fact it is being received
Inglés comercial 57
2. CUMPLIMENTACIÓN DE DOCUMENTACIÓN
BÁSICA EN INGLÉS: HOJAS DE PEDIDO,
FACTURAS, OFERTAS Y RECLAMACIONES
A. Example of an invoice
B. Fill the invoice above with the details from the order note above
including 21% VAT
You are a supplier of office material, now you are offering new products
and would like your customers know them. Write a letter to your
customers and potential customers, presenting yourself and your
products, enclose catalogue, brochures, samples….and offer a visit of a
sales representative if required. Close the letter in a suitable way.
Inglés comercial 59
2.4 Complaint forms
Adressee´s data
Date
Salutation
Closing
Signature
- Salutation (greeting) Dear Sir or Madam (if you don´t know the
name) or Dear+surname (formal) or Dear+first name (informal)
- Body paragraphs: In these you explain the reason of your letter and
expose your request of information, complain, order, etc.
Inglés comercial 61
- Closing. If the letter begins with “Dear Sir or Madam” (Formal) it
should end “Yours faithfully”, if it starts “Dear+surname” it should
end “Yours sincerely”. With “Dear+first name” we could end with
“Regards” or “Best Regards”
- Signature. It should include your first name and surname. It may also
include a second line for a title (eg. Marketing Manager)
A. Salutations
Dear Sir or Madam (cuando no se conoce el nombre del destinatario)
C. Closings
Yours faithfully (si no se conoce el apellido del receptor)
Regards (informal)
Kindly (informal)
Looking forward hearing for you- A la espera de sus noticias (se usa
tanto en contextos formales como informales)
Stamp
Postal Code
We use different lines for the name of the company, the number and
the street, the city and country and the postal code (Zip code in Am.
Eng)
British postal codes are formed by two letters and numbers with a
separation between them
Air mail.
Express
Confidential
Fragile-with-care.
3.2 Offers
In offers we present something for someone to accept or reject. Offers
usually come after an interest from the customer.
e.g Thank you for your enquiry of 20th March in which you asked about
Thank you for your letter of 4th April requesting information about….
Inglés comercial 63
I am pleased to enclose a copy of our latest catalogue
Payment methods
Discounts
Additonal information
e.g The net price is 3400 euros, to which must be added 21% Vat
We can offer you a 10% discount if you order before 30th September.
Closing.
We enclose with this letter a catalogue and our price list as you asked
for. As you can observe this coffee machine is the best in the market,
specially designed for being used in bars and restaurants.
We are glad to inform you that we offer a 10% discount for orders
asked during this month, eith delivery within two weeks from receipt
of order.
Your sincerely
The main causes for complaint letters are: mistakes in the consignment,
damaged products and delays.
Useful vocabulary:
- We are sorry to tell you that the goods arrived in bad conditions
- Offer a solution
Inglés comercial 65
3.4 Asking for deferrals and extensions
A. Delay in a delivery
First paragraph including references to order and information to the
customer, explaining that a problem has occurred and there is going to
be a delay in the delivery of the order.
Example letter
Dear Sirs
Yours faithfully
J. Thomas
B. Delay in a payment
Explain the reasons why you are not able to pay in the due date and
ask for a deferment.
1. A phone call or first letter to remind the customer that he/she must
pay the payment.
3. If the debt has not been (saldar) a third letter requesting payment.
A. First requirement
It should be written in a polite way, without doubting about the
intention of the customer..
Steps.
- Eg.
We regret to inform you that we have not yet received the payment
for our invoice no 3884S for the amount of 3.500€ and to remind
you that settlement was due by 15th August.
B. Second requirement
- Mention the first requirement.
Eg. This is the second letter we sent you concerning invoice number…
which has not been yet settled.
We must insist that you settle this account within the next two days.
C. Third requirement
- Mention again the situation of the debt and the previous
reclamations
Inglés comercial 67
- Communicate the customer that you should be compelled to take
other actions even legal if necessary.
Eg.
- We feel that you have been given sufficient time to make the
payment
We have sent you two reminders for you invoice number 382 for
4829€ that should have been settled on 30th April, but we have not
received any answer from you.
We regret to inform you that unless you settle the account by 10th
September we will be forced to place the matter in the hands of our
solicitor.
Yours sincerely
- Date
SUBJECT: Quotations
DATE: 02/08/12
- Requesting something.
I would be grateful if
Inglés comercial 69
- Sending enclosure
- The location
- Who was in attendance, and who was NOT in attendance but was
expected.
Minute example:
Date:
Location:
Invitees Attend:
1. First agenda ítem
Notes:
Additional discussion points:
-one
-two
Decisions
-one
-two-
4.3 Circulars
Circulars or fliers are a highly effective way to communicate with
employees or customers.Many companies use circulars to enforce
policies or invite employees to meetings or luncheons.
Characteristics of circulars.
Inglés comercial 71
- Make the letter as personal as possible. Dear employees, dear
collegues..
Example.
5. ELABORACIÓN DE INFORMES Y
PRESENTACIONES COMERCIALES EN INGLÉS
- Welcome
Body of presentation.
- Summing up
- To conclude…
- In conclusion…
- To sum up…
- Recommendations
- Screen
- Handouts
Inglés comercial 73
to communicate information in a visual and attractive way, which can
include images, texts, graphics..
- Don´t make your paragraphs too long, three or four sentences will
be all right.
Examples.
Examples.
A. Brochures
Are advertising pieces mainly used to introduce a company or
organization, and inform about products and/or services to a target
audience. Brochures are distributed by mail, handed personally or
placed in brochure racks.
B. Leaflet
is a form of paper advertisement intended for wide distribution and
typically posted or distributed in a public place.
- Contact details
Inglés comercial 75
For all of this it is very important that a website will be clear, offering all
the information in a simple and understandable way.
The structure of the websites should be clear, the customer has to find
everything he/she wants to know: information about our products,
how to buy them, delivery fees, additional taxes, refund policies,
guarantee, etc.
Example of metaphors
It is as resistant as a rock.
Example:
How can I get free delivery? ¿Cómo puedo conseguir que me lo envíen
de forma gratuita?
Inglés comercial 77
7. ABREVIATURAS Y USOS HABITUALES EN LA
COMUNICACIÓN ESCRITA CON DIFERENTES
SOPORTES: INTERNET, FAX, CORREO
ELECTRÓNICO, CARTA U OTROS ANÁLOGOS
CIP carriage and insurance paid to: transporte y seguro pagado hasta.
Co company: empresa.
Enclosure/Enc.: adjunto.
Messrs: Señores.
No number: número.
Reference/Ref.: referencia.
Inglés comercial 79
7.2 Soportes (Media)
A. Letters
It is the traditional most used media for administrative and commercial
documents, its principal inconvenient is the time, so nowadays is being
replaced by emails
B. Emails
They are messages sent electronically from one computer user to one
or more recipients via a network.
RE. Indicates a reply to that message or that the mail contents regard
the subject line
FW.: Forwarded message. The recipient is informed that the email was
originally sent to someone else.
FYI: For your information. The recipient is informed that he does not
have to reply to the email
TBC: To be confirmed
Inglés comercial 81
LO QUE HEMOS APRENDIDO
- Identificar y cumplimentar distintos tipos de documentación
comercial en inglés: pedidos, facturas, recibos, hojas de
reclamaciones.
Glosario 83
- Replacement (reemplazo). The act of replacing, that is, to substitute
a thing.
84 Glosario