英文写作指导方向英文写作指导方向-泽泽外贸泽泽外贸l邮件的格式l全文的格局l单词的拼写l写作的语法l文章的语气l其他注意的要点一、邮件的格式Hi,Beatrix:Ihavejustsentyouane-mailinresponsetoyourlaste-mail.IforgottomentionthatwewouldpreferthepicturesofyournewdesignbyCD,sinceonlyafewofyoure-mailpicturescamethrough.JohnDearJackie,Howareyou?SalesConfirmationisready;pleasekindlyfindtheattachmentandsignbackthecoverpageoftheS/Ctous.Thankyou!Lookingforwardtoyourreply.Bestregards,BeatrixSalesManagerSalesDepartmentCompanylogohere.Companyname.Tel:Fax:Add:PC:Website:*AnyComplaintspleasecontact:*(ViceGeneralManager)/*(SalesExecutive)DirectLine:*/*EmailAdd:/Emailaddress*DearBertie,称呼，逗号隔行以后开始正文Howareyou?(问候语，不可用hello,howareyoudoing等等口语)（段落之间隔一行）SalesConfirmationisready;pleasekindlyfindtheattachmentandsignbackthecoverpageoftheS/Ctous.Thankyou!Lookingforwardtoyourreply.（结束语独立一行）/Shouldyouhaveanyquestion,pleasefeelfreetocontactme.Bestregards,（统一使用的祝福语）(隔行后署名，署名一定要用公司统一格式，可设定在FOXMAIL系统）BeatrixSalesManagerSalesDepartmentCOMPANYLOGO*Co.,Ltd.Tel:Fax:二、文章的格局DearMonika,Thankyouforyourresponse.Regardingthesamples,theyarereadyforshippingnow.WouldyoupleaseprovideyourDHL/UPS/FEDEXexpressaccountsothatIcanshipthesamples?Itsbecauseourpricedoesnotincludethesamplefreightandfreightshouldbebornbytherecipient.Ifwecanreceiveyourexpressaccountnow(Friday),hopefullytheycanreachyouonMonday.Ifnot,maybetheyllbedelayedforanothertwodays,asIllhaveweekendoff.Isentphotosoftherevisedsamplesinmylastemail.Didyoureceivethem?ShouldIarrangemassproductionofyourorderrightnoworwaittillyoureceiveandconfirmthesamples?Itsmuchbetterifproductionstartsnowastimeisquitelimited.IalsosentasampleshippingmarkcopyforyoutoconfirmonJune8thandJune10th(alsoattachedinthisemail);wouldyoupleasekindlygiveyourcommentonit?Ifthemarksareok,Illarrangeprintingthecartonsrightaway.Yourearlyresponsewillbehighlyappreciated.Bestregards,BeatrixLauDearMonika,Thankyouforyourresponse.Regardingthesamples,allofthemarereadynow.WouldyoupleaseprovideyourDHL/UPS/FEDEXexpressaccountnumbersothatwecansendthemoutbeforetheweekend?Besides,wouldyoupleaseinformwhetheryouhavereceivedthephotosofrevisedsamples?Kindlytryyourbesttoconfirmthemassoonaspossible,sothatthemassproductioncouldstartearlierforyourorder.Finally,intheemaildatedatJune8thand10th,Ihavesentthecopyofsampleshippingmarkforyourapproval.Isthereanyfurtherinformationaboutthisissuefromyourside?Lookingforwardtoyoursoonestreply.Bestregards,BeatrixDearSharon,WevereceivedyourL/C,thankyou!Themassproductionwillstartrightaway,sopleasekindlyadvisethefollowingissues:*foreacharticle,aresanta/snowman/bear/reindeertobeequallyassorted?*forthetwoitemstobemodified,pleasekindlyinformyourpreferredSpanishversionofthewords.Ifyoudliketheyremainunchanged,pleasealsoletmeknow.Sincethesewouldaffectthewholeproductionschedule,pleaseconfirmwithmeassoonaspossible.Lookingforwardtoyourpromptreply.Bestregards,BeatrixLau二、文章的格局l下笔前理清需要交代或确认的事情l将内容列出要点,避免讲故事和流水帐l各要点各占一段,条理清晰,中心明确l加上项目符号/连接词语/序号便于阅读*常用的连接词包括:Asfor,Regarding,Withreferenceto,Firstly,Besides,Moreover,Finally,Lastbutnotleast,Also*避免以And开头.三、单词的拼写DearYatte,Concerningtheshipmentdate,ifyouinsistonSepshipment,whichmeansweshouldarrangeproductiononJuly.Inthisway,wehavetoincreasethepriceby3%accordingtothenoticewesenttoyoubefore.Franklyspeaking,wedonotcarewecollectthemoneynoworonemonthlateriftheRMBkeepsstable,butthefactisRMBincreasesharplyatpresent,noonedaretoestimatewhatwillbetheexchangerateinmonths.Tokeepyouthemostcompetitiveprice,wesincerelyhopeyoucouldmoveupyourshipment.Regardingthepaymentterms,weagreeLCatsignonthewholeorder.ReceivingthequalityconfirmationfromABCInspection,youwillgetacopyofthecertificatefromus.当我们收到ABC验货行的质量确认时，你就可以收到我们的证书副本。当你你收到ABC验货行的质量确认时，你就可以收到我们的证书副本。WhenwereceivethequalityconfirmationfromABCInspection,youwillgetacopyofthecertificatefromus.四、写作的语法四、写作的语法五、文章的语气DearDiana,Howareyou?Attachedisourbankinformation;IneedyoutoT/Tthe30%depositassoonaspossibleforourfurtherproceeding,orthedeliverydatewilldefinitelybedelayed.Lookingforwardtoyourresponse.Beatrix(参考)AttachedpleasefindourbankinformationandkindlyT/T30%deposittooursideasearlyaspossible.Thankyou!五、文章的语气1.1.多使用商量及征求意见的句型多使用商量及征求意见的句型多使用商量及征求意见的句型多使用商量及征求意见的句型, , 避免带命令语气的词语。避免带命令语气的词语。避免带命令语气的词语。避免带命令语气的词语。如何写出礼貌的句子？如何写出礼貌的句子？如何写出礼貌的句子？如何写出礼貌的句子？lPleaselKindlylWouldlikelWouldyoupleaselWewouldbegratefulifyoucouldlYourwillbemuch/highlyappreciated.例子：*Sendmeyourbankslip.*Pleasekindlysendmeyourbankslip.*Wouldyoupleasekindlysendmeyourbankslip?*Wedbegratefulifyoucouldsendmeyourbankslipassoonaspossible五、文章的语气五、文章的语气2. 2. 懂得站在客人的利益提出或阐述我方的请求，懂得站在客人的利益提出或阐述我方的请求，懂得站在客人的利益提出或阐述我方的请求，懂得站在客人的利益提出或阐述我方的请求， 避免过多的正面冲突。避免过多的正面冲突。避免过多的正面冲突。避免过多的正面冲突。Attachedisourbankinformation;IneedyoutoT/Tthe30%depositassoonaspossibleforourfurtherproceeding,orthedeliverydatewilldefinitelybedelayed.(参考)AttachedpleasefindourbankinformationandkindlyT/T30%deposittooursideasearlyaspossible.Inthiscase,wecouldbetterproceedtothemassproductionandguaranteeaccurateshipmentforyou/meetyourrequiredshipmentdate.Case1五、文章的语气 3. 3. 对于多次磋商仍未有结果的事情对于多次磋商仍未有结果的事情对于多次磋商仍未有结果的事情对于多次磋商仍未有结果的事情, , 语气必须委婉但具语气必须委婉但具语气必须委婉但具语气必须委婉但具说服力，态度诚恳。动之以情，晓之以理。说服力，态度诚恳。动之以情，晓之以理。说服力，态度诚恳。动之以情，晓之以理。说服力，态度诚恳。动之以情，晓之以理。DearLorraine,(goodemail)Asthe1styearofcooperation,wewouldsuggestmakingpaymentby30%deposit,withbalanceagainstcopyofoceanB/L.However,nextyear,wecoulddiscussotherpaymenttermsbasedontheestablishedrelationship.Itsthesameforeverynewcustomer.Hopefullyyoucouldunderstandourpositionasamanufacturerandtheriskweshouldconsider.Franklyspeaking,thetotalvolumeofthisorderisnotverybig.Wecouldunderstanditsatrialorder.ButifweuseLC,thechargesforbothofusareveryhigh.Itscostlyforyou,whileourmarginisnotenoughtocoverthebankcharges.FororderslessthanUSD50000.00,normallywearenotallowedtodealwithLC.However,foryourspecialcase,ourmanageragreestouseLCatsightonconditionthatallthebankchargesafteropeningtheLCcouldbebornebyyourside.Ifyouagreetoday,wecouldaddthispartofcostontheSCforyourconfirmation.4. 4. 需要争取客人同意的事情，必要时要以退为进，需要争取客人同意的事情，必要时要以退为进，需要争取客人同意的事情，必要时要以退为进，需要争取客人同意的事情，必要时要以退为进， 理由充分理由充分理由充分理由充分(white lie)(white lie)五、文章的语气Case3Afterdiscussingwithourmanager,wefinallyagreetokeepthesamepriceforyourorder.However,kindlyunderstandthatwefacegreatburdenduetotheappreciationofRMBthisyear.Therefore,wouldyoupleaseacceptanotherpaymentstermsinsteadofL/Catsight?ThatisT/T30%beforemassproduction,balanceagainstcopyofoceanbilloflading.五、文章的语气5. 5. 遇到客人投诉邮件，文章所采取的语气和步骤。遇到客人投诉邮件，文章所采取的语气和步骤。遇到客人投诉邮件，文章所采取的语气和步骤。遇到客人投诉邮件，文章所采取的语气和步骤。1.Listen(聆听聆听)，找出客人需要我们帮忙解决的问题，找出客人不理解/误解的问题，找出客人生气的缘由。2.Apologize(道歉道歉)，承认处理得不妥当的地方，以客观因素作原因（如黄金周假期耽误时间，机器发生故障），请求原谅3.Empathize(体会客人的感受体会客人的感受)，站在客人角度，对其所要求的货期表示了解1.4.Reacttoresolvetheproblem(对需要解决的问题作出反应)2.我司从产品特点入手分析情况，以平缓有礼的语气解释到制作盒子的工序相对复杂，为了更好地控制产品质量，需要更多时间用于烘干，彩绘等步骤。2.5.Notifytheguestwhatwillbedonetosolvetheirproblem(提提出解决问题的方案出解决问题的方案)让客人知道我们将会为他做些什么从而尽力接近他的各项要求。(原句)Wefacesomeproblemsinthemassproduction.五、文章的语气(原句)Sorryformylatereply.(参考)Sorrytokeepyouwaitinginthesedays.(原句)otherwisewecannotshipthegoodsontime(参考)Imafraidthattheshipmentwillbedelayed(参考)Wefacesomedifficultiesinthemassproduction.(原句)Welookintothisproblemassoonaspossible.(原句)Welookintothismatter/issueassoonaspossible.五、文章的语气2. 2. 懂得站在客人的利益提出或阐述我方的请求，懂得站在客人的利益提出或阐述我方的请求，懂得站在客人的利益提出或阐述我方的请求，懂得站在客人的利益提出或阐述我方的请求， 避免过多的正面冲突。避免过多的正面冲突。避免过多的正面冲突。避免过多的正面冲突。 3. 3. 对于多次磋商仍未有结果的事情对于多次磋商仍未有结果的事情对于多次磋商仍未有结果的事情对于多次磋商仍未有结果的事情, , 语气必须委婉但具说语气必须委婉但具说语气必须委婉但具说语气必须委婉但具说服力，态度诚恳。动之以情，晓之以理。服力，态度诚恳。动之以情，晓之以理。服力，态度诚恳。动之以情，晓之以理。服力，态度诚恳。动之以情，晓之以理。4. 4. 需要争取客人同意的事情，必要时要以退为进，需要争取客人同意的事情，必要时要以退为进，需要争取客人同意的事情，必要时要以退为进，需要争取客人同意的事情，必要时要以退为进， 理由充分理由充分理由充分理由充分(white lie)(white lie)5. 5. 遇到客人投诉邮件，文章所采取的语气和步骤。遇到客人投诉邮件，文章所采取的语气和步骤。遇到客人投诉邮件，文章所采取的语气和步骤。遇到客人投诉邮件，文章所采取的语气和步骤。1. 1. 多使用商量及征求意见的句型，避免带命令语气的词语。多使用商量及征求意见的句型，避免带命令语气的词语。多使用商量及征求意见的句型，避免带命令语气的词语。多使用商量及征求意见的句型，避免带命令语气的词语。六、其他应注意的要点l(一)使用通俗易懂、无歧义的词、句l(二)使用专业的词汇、句型l(三)有选择性地学习客人的用法及句子(一)使用通俗易懂、无歧义的词、句1、不可以使用缩写。lA.S.A.P.lF.Y.IlC.N.YlI/C(一)使用通俗易懂、无歧义的词、句l2、不用俚语lApieceofcake小事一桩lAdogsage很长时间lAbagbargain吃亏lLikethewateroverthedam已成定局(一)使用通俗易懂、无歧义的词、句3、尽量使用简单句，避免长句复合句例：WedliketoinviteyoutoourboothinFrankfurtfair,wherewelldisplayourlatestlinesoffabricdollswhicharedesignedcloselytothefashiontrendthatispresumedtoprevailinbothEuropeandNorthAmerica参考：参考：WedliketoinviteyoutoourboothinFrankfurtfair,wherewelldisplayourlatestlinesoffabricdolls.AlltheitemsaredesignedcloselytothefashiontrendthatispresumedtoprevailinbothEuropeandNorthAmerica.(二)使用专业的词汇、句型lQuotethepricelApprovethesamplelPlaceanorderlIssueanL/ClInspectthegoodslDeliverythegoodslMaketheshipment(三)有选择性地学习客人的用法及句子DearJohn,Anynews?MaggieCase1Case2DearEbony,Pleasegivetheforwarderdetailsimmediately!Maggie(三)有选择性地学习客人的用法及句子Case3DearJohn,Resend.MaggieCase4DearJohn,TopUrgent!MaggieCase1询问客人某方面的信息(参考)Wouldyoukindlyinformfurtherinformationabout?Case2希望客人提供进一步消息或资料(参考)Pleasesendtheforwarderdetailsassoonaspossible.(+具体原因)Case3等待客人回复之前邮件的内容(参考)Wouldyoukindlyinformwhetheryouhavereceivedthefollowingemail?Wearestillwaitingforyourkindreply.Case4情况紧急需要客人及时回复(参考)Thisissueisveryurgentatthismoment!Pleaseinformyourfinaldecision.