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Chapter 1 Business Letter Writing 11.1 Introduction 21.2 The Principles of Effective Business Writing 21.3 The Style and Tone of Business Letter Writing 61.4 Good-news Letters and Bad-news Letters 9Vocabulary & Notes 12Exercises 15Chapter 2 Business Letters, Faxes and E-mails 192.1 Introduction 202.2 Formats of Business Letters and Envelope Addressing 202.3 The Common Components of a Business Letter 252.4 Business Faxes and E-mails 31Vocabulary & Notes 35Exercises 37Chapter 3 Establishing Business Relations 413.1 Introduction 423.2 Specimen Letters 423.3 Writing Guidelines 463.4 Language Focus 47Vocabulary & Notes 50Exercise 53Chapter 4 Enquiries and Replies 594.1 Introduction 604.2 Specimen Letters 614.3 Writing Guidelines 654.4 Language Focus 66Vocabulary & Notes 69Exercises 72Chapter 5 Offers and Counter-offers 775.1 Introduction 785.2 Specimen Letters 795.3 Writing Guidelines 835.4 Language Focus 83Vocabulary & Notes 85Exercises 90Chapter 6 Sales Promotion and Follow-ups 956.1 Introduction 966.2 Specimen Letters 966.3 Writing Guidelines 1006.4 Language Focus 102Vocabulary & Notes 104Exercises 107Chapter 7 Orders and Acknowlegements 1137.1 Introduction 1147.2 Specimen Letters 1157.3 Writing Guidelines 1197.4 Language Focus 119Vocabulary & Notes 122Exercises 124Chapter 8 Terms of Payment(I) 1298.1 Introduction 1308.2 Specimen Letters 1318.3 Writing Guidelines 1358.4 Language Focus 137Vocabulary & Notes 139Exercises 142Chapter 9 Terms of Payment(II) 1499.1 Introduction 1509.2 Specimen Letters 1519.3 Writing Guidelines 1559.4 Language Focus 155Vocabulary & Notes 157Exercises 161Chapter 10 Packing and Marking 16610.1 Introduction 16710.2 Specimen Letters 16810.3 Writing Guidelines 17110.4 Language Focus 173Vocabulary & Notes 174Exercises 177Chapter 11 Shipment 18211.1 Introduction 18311.2 Specimen Letters 18411.3 Writing Guidelines 18811.4 Language Focus 189Vocabulary & Notes 191Exercises 195Chapter 12 Cargo Transport Insurance 20012.1 Introduction 20112.2 Specimen Letters 20212.3 Writing Guidelines 20612.4 Language Focus 207Vocabulary & Notes 208Exercises 212Chapter 13 Complaints and Adjustments 21713.1 Introduction 21813.2 Specimen Letters 21813.3 Writing Guidelines 22313.4 Language Focus 224Vocabulary & Notes 228Exercises 231Key to Exercises 236References 262