10.1 Insurance Letter在线视频

第十单元 保险和售后信函
Unit 10 Insurance and After-sales Letter

保险是国际贸易中的重要组成部分

保险是国际贸易中的重要组成部分
Insurance is an important part in international trade

保险是国际贸易中的重要组成部分

We have to say that

我们必须说
We have to say that

我们必须说

国际贸易中的业务有很多风险来自运输
business in the international trade is open to a lot of risks

国际贸易中的业务有很多风险来自运输

甚至有时来自与您的业务有关的国家
coming from the transport

甚至有时来自与您的业务有关的国家
or even sometimes coming from the countries

甚至有时来自与您的业务有关的国家
connected with your business

connected with your business

那么我们如何才能提供良好的风险管理系统呢
Then how can we make our ability

那么我们如何才能提供良好的风险管理系统呢
to offer a good risk management system

to offer a good risk management system

最好的方式之一是购买保险作为保障

最好的方式之一是购买保险作为保障
One of the best steps

最好的方式之一是购买保险作为保障
is to have insurance as a protection

It will help in the compensation if risks occur

如果发生风险它将有助于赔偿
It will help in the compensation if risks occur

售后函电是指完成业务后买卖双方之间的往来信件

售后函电是指完成业务后买卖双方之间的往来信件
After-sales letters refer to the correspondence

售后函电是指完成业务后买卖双方之间的往来信件
between buyers and sellers after a business is completed

售后函电是指完成业务后买卖双方之间的往来信件

通常在买方收到货物并支付了货款后

通常在买方收到货物并支付了货款后
A business is generally completed

通常在买方收到货物并支付了货款后
after the buyer receives the cargos

通常在买方收到货物并支付了货款后

一项交易就完成了

一项交易就完成了
and effects payment

and effects payment

but for both parties

但是对于双方而言
but for both parties

但是对于双方而言

the business relationship is not over

业务关系还没有结束
the business relationship is not over

业务关系还没有结束

特别是对于出口商而言

特别是对于出口商而言
especially for the exporter

特别是对于出口商而言

他应该跟进并及时提供必要的售后服务

他应该跟进并及时提供必要的售后服务
He should follow up

他应该跟进并及时提供必要的售后服务
and provide necessary after-sales service

他应该跟进并及时提供必要的售后服务
in a timely manner

实际上

实际上
In fact

售后服务也是一种促销手段
after-sales service is also a means of promotion

它可以提高企业的信誉

它可以提高企业的信誉
It could improve the credibility of the enterprise

进一步维护客户关系

进一步维护客户关系
further maintain customer relations

扩大产品的销量

扩大产品的销量
and expand the sales volume of products

and expand the sales volume of products

因此售后书不仅有助于维持两方之间的关系
So

因此售后书不仅有助于维持两方之间的关系
the after-sales letter

因此售后书不仅有助于维持两方之间的关系
not only helps to maintain the relationship

因此售后书不仅有助于维持两方之间的关系
between the two parties

but also promotes the start of a new business

而且还促进了新业务的开始
but also promotes the start of a new business

but also promotes the start of a new business

以下是本单元的学习目标

以下是本单元的学习目标
Here are the learning objectives in this unit

以下是本单元的学习目标

保险的介绍

保险的介绍
Introduction of Insurance

保险函电的框架和表达

保险函电的框架和表达
Framework and Expression of Insurance

Framework and Expression of Insurance

After-sale Letters

售后信函
After-sale Letters

售后信函

案例学习
Case Study

案例学习

保险函

保险函
Insurance Letter

保险简介
Brief introduction of Insurance

Insurance for international trade

国际贸易保险包括陆路运输保险
Insurance for international trade

国际贸易保险包括陆路运输保险

航空运输保险

航空运输保险
includes overland transportation insurance

包裹邮寄保险和海上保险

包裹邮寄保险和海上保险
air transportation insurance

air transportation insurance

在大多数情况下

在大多数情况下
parcel post insurance

在大多数情况下

海上保险至关重要

海上保险至关重要
and marine insurance

海上保险至关重要

因为绝大多数国际贸易货物都是通过海上运输的
In most cases

因为绝大多数国际贸易货物都是通过海上运输的
marine insurance is primely important

因为绝大多数国际贸易货物都是通过海上运输的
because the great majority of international trading cargoes

因为绝大多数国际贸易货物都是通过海上运输的
are delivered by sea

因为绝大多数国际贸易货物都是通过海上运输的

关于海洋保险的范围

关于海洋保险的范围
As to the coverage of marine Insurance

关于海洋保险的范围

the Institute of London Underwriters

伦敦保险业协会
the Institute of London Underwriters

伦敦保险业协会

建立一套普遍接受的条款
has a set of universally accepted stipulations

has a set of universally accepted stipulations

伦敦保险协会货物保险条款（ICC）
the Institute Cargo Clauses (ICC)

伦敦保险协会货物保险条款（ICC）

世界上大多数国家在其海洋保险业务中都采用了该条款

世界上大多数国家在其海洋保险业务中都采用了该条款
which are adopted by most countries

世界上大多数国家在其海洋保险业务中都采用了该条款

世界上大多数国家在其海洋保险业务中都采用了该条款
in the world in their marine insurance business

世界上大多数国家在其海洋保险业务中都采用了该条款

主要风险和其他风险
Principal Perils and Additional Risks

CIC的主要风险和其他风险
Principal Perils and Additional Risks in CIC

中国的进出口商通常使用由中国人民保险公司（PICC）
In practice

中国的进出口商通常使用由中国人民保险公司（PICC）
China ’s importers and exporters

中国的进出口商通常使用由中国人民保险公司（PICC）
generally use the China Insurance Clauses

中国的进出口商通常使用由中国人民保险公司（PICC）
known as CIC

起草的《中国保险条款》（CIC）
drafted by the People's Insurance Company of China

起草的《中国保险条款》（CIC）

起草的《中国保险条款》（CIC）
PICC

但是

但是
However

However

随着中国国际贸易的迅速发展
as China ’s international trade is expanding rapidly

一些外国商人要求使用ICC的条款

一些外国商人要求使用ICC的条款
some foreign businessmen

一些外国商人要求使用ICC的条款
will require to use the terms of ICC

一些外国商人要求使用ICC的条款

因此
Therefore

因此

在我们开始学习有关保险函的写作技巧之前

在我们开始学习有关保险函的写作技巧之前
before we begin to learn writing skills

在我们开始学习有关保险函的写作技巧之前
about insurance letter

let me share with you

让我分享一下有关ICC和CIC术语的简要介绍
let me share with you

让我分享一下有关ICC和CIC术语的简要介绍
a brief introduction about the terms in ICC and CIC

让我分享一下有关ICC和CIC术语的简要介绍

ICC介绍

ICC介绍
Introduction of ICC

ICC介绍

ICC指一种涵盖运输中的货物的海上保险

ICC指一种涵盖运输中的货物的海上保险
ICC is attached

ICC指一种涵盖运输中的货物的海上保险
to a type of marine insurance

ICC指一种涵盖运输中的货物的海上保险
that covers cargo in transit

这些条款用于指定在货物丢失或损坏的情况下承运的货物种类

这些条款用于指定在货物丢失或损坏的情况下承运的货物种类
These clauses are there

这些条款用于指定在货物丢失或损坏的情况下承运的货物种类

这些条款用于指定在货物丢失或损坏的情况下承运的货物种类
to specify what kind of items

这些条款用于指定在货物丢失或损坏的情况下承运的货物种类

这些条款用于指定在货物丢失或损坏的情况下承运的货物种类
in the cargo is covered

这些条款用于指定在货物丢失或损坏的情况下承运的货物种类
in case of any loss or damage to the shipment

ICC条款有六种基本类型
There are six basic sets of institute cargo clauses

ICC条款有六种基本类型

ICC A

ICC A
ICC A

ICC A

ICC B ICC C

ICC B ICC C
ICC B ICC C

研究所战争条款货物

研究所战争条款货物
Institute War Clauses-Cargo

研究所战争条款货物

称为IWCC

称为IWCC
known as IWCC

known as IWCC

协会罢工条款货物称为ISCC
Institute Strikes Clauses-Cargo

协会罢工条款货物称为ISCC

协会罢工条款货物称为ISCC
known as ISCC

恶意损害条款

恶意损害条款
Malicious Damage Clauses

known as MDC

称为MDC
known as MDC

known as MDC

前三种是主要保险或基本保险

前三种是主要保险或基本保险
The first three types are main insurance

前三种是主要保险或基本保险

前三种是主要保险或基本保险
or basic insurance

前三种是主要保险或基本保险

and the last three types

后三种是附加保险
and the last three types

后三种是附加保险

后三种是附加保险
are additional insurance

后三种是附加保险

与ICC不同
Different from the ICC

与ICC不同

CIC中的条款包括两种险种

CIC中的条款包括两种险种
clauses in CIC

CIC中的条款包括两种险种

CIC中的条款包括两种险种
consist of two categories of coverage

主要风险和附加风险
Principal Perils and Additional Risks

主要风险和附加风险

主要危险
The principal perils

The principal perils

它包括三个风险
The principal perils

它包括三个风险
can be covered independently

can be covered independently

which the basic Marine Policy of the PlCC

PlCC的基本海洋政策根据其《海上货物条款》保证了可以独立覆盖的主要危险
which the basic Marine Policy of the PlCC

PlCC的基本海洋政策根据其《海上货物条款》保证了可以独立覆盖的主要危险
insures against under its Marine Cargo Clauses

PlCC的基本海洋政策根据其《海上货物条款》保证了可以独立覆盖的主要危险
It includes the three risks

平安险（FPA）
Free from Particular Average (FPA)

平安险（FPA）

平安险意味着承保人对列举条款不承担任何责任

平安险意味着承保人对列举条款不承担任何责任
FPA means that

平安险意味着承保人对列举条款不承担任何责任
the underwriter assumes no responsibility

平安险意味着承保人对列举条款不承担任何责任
for whatever is enumerated

FPA is the minimum and most restrictive coverage

平安险是最基础和最严格的保险范围
FPA is the minimum and most restrictive coverage

平安险是最基础和最严格的保险范围

单独海损（WPA）

单独海损（WPA）
With Particular Average (WPA)

单独海损（WPA）

单独海损的保护范围除了平安险规定的范围外

单独海损的保护范围除了平安险规定的范围外
The coverage of WPA

单独海损的保护范围除了平安险规定的范围外

单独海损的保护范围除了平安险规定的范围外
includes partial loss

单独海损的保护范围除了平安险规定的范围外
caused by natural disasters besides the protection

caused by natural disasters besides the protection

保费相对高于平安险
caused by natural disasters besides the protection

caused by natural disasters besides the protection

还包括自然灾害造成的部分损失

还包括自然灾害造成的部分损失
The premium is comparatively higher than FPA

一切风险

一切风险
All Risk

这是三者中最广泛的范围
This is the broadest coverage of the three

这是三者中最广泛的范围

在此承保范围内
Under this cover

Under this cover

保险公司应对自然因素引起的全部或部分被保险货物损失负责
Under this cover

保险公司应对自然因素引起的全部或部分被保险货物损失负责

保险公司应对自然因素引起的全部或部分被保险货物损失负责
the insurer is responsible for both total

保险公司应对自然因素引起的全部或部分被保险货物损失负责
and partial loss

保险公司应对自然因素引起的全部或部分被保险货物损失负责

保险公司应对自然因素引起的全部或部分被保险货物损失负责
of the insured goods

保险公司应对自然因素引起的全部或部分被保险货物损失负责

保险公司应对自然因素引起的全部或部分被保险货物损失负责
arising from natural elements

arising from natural elements

Additional Risks

附加风险
Additional Risks

附加风险

其他风险不能单独承担

其他风险不能单独承担
Additional risks cannot be covered independently

其他风险不能单独承担

应将其添加到三种基本风险中的任何一项
and should be added

应将其添加到三种基本风险中的任何一项
to the covering of any one of the three basic risks

应将其添加到三种基本风险中的任何一项

平安险、单独海损或一切险等
such as FPA

平安险、单独海损或一切险等

平安险、单独海损或一切险等
WPA or All Risk.

附加风险通常分为两类

附加风险通常分为两类
Additional Risks

附加风险通常分为两类

附加风险通常分为两类
are usually classified into two categories

一般附加风险和特殊附加风险
General additional risks

一般附加风险和特殊附加风险

一般附加风险和特殊附加风险
and Special Additional Risks

一般附加险
General additional risks(一般附加险）

一般附加险

Theft

偷窃、提货不着险
Theft

偷窃、提货不着险
Pilferage Non-delivery(TPND)(偷窃、提货不着险）

偷窃、提货不着险

Fresh Water/Rain Damage(FWRD)(淡水雨淋险）

淡水雨淋险
Fresh Water/Rain Damage(FWRD)(淡水雨淋险）

短量险

短量险
Risk of Shortage(短量险）

渗漏险

渗漏险
Risk of Leakage(渗漏险）

渗漏险

Risk of clash Breakage(碰损破碎险）

碰损破碎险
Risk of clash Breakage(碰损破碎险）

碰损破碎险

串味险

串味险
Risk of Odor ˈoʊdər 删除(串味险）

受热、受潮险

受热、受潮险
Damage Caused by Heating Sweating(受热、受潮险）

受热、受潮险

Hook Damage(钩损险）

钩损险
Hook Damage(钩损险）

钩损险

包装破损险

包装破损险
Loss for Damage by Breakage of Packing(包装破损险）

包装破损险

锈损险
Risk of Rust(锈损险）

锈损险

Special Additional Risks(特殊附加险）

特殊附加险
Special Additional Risks(特殊附加险）

特殊附加险

战争险

战争险
War Risk(战争险）

战争险

Strike Risk(罢工险）

罢工险
Strike Risk(罢工险）

罢工险

舱面险
On Deck Risk(舱面险）

舱面险

进口关税险

进口关税险
Import Duty Risk

拒收险

拒收险
Reject Risk

拒收险

交货未到险
Failure to Deliver Risk

保险框架和表达

保险框架和表达
Framework and Expression of Insurance

保险框架和表达

写作目的

写作目的
Purpose of Writing

Purpose of Writing

我们感谢您收到3月26日有关上述保单的提名/转让信。

我们感谢您收到3月26日有关上述保单的提名/转让信。
We acknowledge the receipt of your letter dated 26th March

我们感谢您收到3月26日有关上述保单的提名/转让信。

我们感谢您收到3月26日有关上述保单的提名/转让信。
regarding nomination

我们感谢您收到3月26日有关上述保单的提名/转让信。

我们感谢您收到3月26日有关上述保单的提名/转让信。
assignment of the above policy

进一步参考您的索赔表和我们的调查报告
With further reference

进一步参考您的索赔表和我们的调查报告

进一步参考您的索赔表和我们的调查报告
to your claim form and our survey’s report

to your claim form and our survey’s report

我们寄出了$ 5000的支票
we sending a cheque

我们寄出了$ 5000的支票

我们寄出了$ 5000的支票
for $5000 in full and final settlement

以全额和最终方式结清。
for $5000 in full and final settlement

由于货物在交付过程中已投保

由于货物在交付过程中已投保
As the goods were insured during delivery

由于货物在交付过程中已投保

因此我们想根据我们签署的保险协议要求赔偿45个纸箱
we would like to claim 45 cartons

因此我们想根据我们签署的保险协议要求赔偿45个纸箱

因此我们想根据我们签署的保险协议要求赔偿45个纸箱
under the insurance agreement

因此我们想根据我们签署的保险协议要求赔偿45个纸箱

因此我们想根据我们签署的保险协议要求赔偿45个纸箱
that we signed

随信附上保险索赔表。
Enclosed is the insurance claim form

建议
Suggestions

Suggestions

我们需要为所有物理损失或损坏的风险投保

我们需要为所有物理损失或损坏的风险投保
We need to be insured

我们需要为所有物理损失或损坏的风险投保
for all risks of physical loss or damage

我们需要为所有物理损失或损坏的风险投保

包括 盗窃，盗窃，溢出，盗版和劫持
including: theft

包括 盗窃，盗窃，溢出，盗版和劫持

包括 盗窃，盗窃，溢出，盗版和劫持
pilferage

包括 盗窃，盗窃，溢出，盗版和劫持

包括 盗窃，盗窃，溢出，盗版和劫持
spillage

包括 盗窃，盗窃，溢出，盗版和劫持

包括 盗窃，盗窃，溢出，盗版和劫持
pirating and hijacking

火灾 环境破坏和无法交付。
fire

火灾 环境破坏和无法交付。

火灾 环境破坏和无法交付。
environmental damage and non-delivery

environmental damage and non-delivery

由于以下原因 我们无法接受您的观点…
We cannot accept your point of view

由于以下原因 我们无法接受您的观点…

由于以下原因 我们无法接受您的观点…
for the following reasons…

由于以下原因 我们无法接受您的观点…

关于损坏的货物
With regard to the damaged goods

请您将其发送给我们
could you please send these on to us

could you please send these on to us

以便我们评估您的索赔。
so we can evaluate your claim

End of the letter

信尾
End of the letter

请确认收货并签发必要的保单
Please acknowledge the receipt and issue the necessary policies

请确认收货并签发必要的保单

您能否调查此事并为我们答复

您能否调查此事并为我们答复
Will you please look into the matter and reply for us

Will you please look into the matter and reply for us

请让我知道要遵守的必要程序

请让我知道要遵守的必要程序
Please let me know the necessary process to be observed

Please let me know the necessary process to be observed

我们将非常感谢您在此问题上可以提供的任何帮助
We shall be very grateful for any assistance

我们将非常感谢您在此问题上可以提供的任何帮助
you can give us in this matter

我们将非常感谢您在此问题上可以提供的任何帮助

After a transaction is completed

the supplier should follow up with the customer in time

Not only to thank for their support

and to supply the information for the after-sales service

it is more important

to ask about the sales of the product

to write an after-sales letter

can play a role in deepening the impression

and maintaining the relationship

In order to keep those

customers coming back

lock them down to a next step

by asking what they are interested

or supply them the latest series of products

Even if the product sales are not good

you can also learn from the costumers’ experiences

and feedbacks to improve your own products

Here some Writing Tips for After-Sales Letter

Since it doesn’t require a lot of expertise

to write this letter

you just need to keep it simple

and straight forward to the point

In the business-oriented world

it is an important letter

so if you want to get the best through this letter

make sure to keep the following in mind

every time you write after-sales letter

Tone should be simply formal

and make sure not to be too serious

because basically this is a thank you letter

you are writing to your customer

Easy to response

Remember to reference on the issue that you are following upon

This gives the reader

a clear view of what you are talking about

Give detailed information about the purchase

so that the message can be properly understood

Brief and Precise

Do not beat around the bush

Make sure your subject and call to action

are as specific as possible

From the first word you write get straight to the point

and address your issue

Respectful of their time

A reasonable window of time

before sending a follow-up message is necessary

Even if you have to follow-up five times

you can avoid spamming your readers

by spacing them out appropriately

Sending an after-sales letter too soon

tells the customers

you don’t respect their busy schedule.  

Framework and Expression of After-sales Letter

Starting

We are writing to you to specifically thank you

for your recent order

Our clients means a lot to our company

and we are so grateful that you chose

to do business with us

We would like to bring to your kind notice that

our newly designed women pajamas

are capturing the market

The products really get great market recognition

So

for your information

we are sending you samples in another package

Regarding your request in the last letter

we have tested the particular machines

and find that there is some space to improve

Please see our corresponding solutions below

Body

We produce high-quality silk apparel

and would be able to manufacture clothing

of you DIY designs

to the highest European standards

Attached please find the pricelist

and catalogue of our new products

In the meanwhile

we would be really grateful

to you if you could provide us

the consumer preferences in your market

We hope to get more detailed information

to improve our products

In case of any problem and queries

please feel free to contact our After-sale Service Hotline

at 400-888-8000

Our team will be available to serve you anytime

We are glade to assure you full support service

Ending

We are looking forward to your reply

We trust that this kind of mistake will not occur again

We look forward to our continued

mutually-profitable business relationship

and wish you every success in your business dealings

Case Study

Letter Writing Background

After receiving the letter from China Oriental

Smith UK is satisfied with the early shipment

that has been arranged

However

Smith UK finds that

the copy of insurance policy

is not included in the set of documents

enclosed in the letter

China Oriental also realizes that

they forgot to enclose the copy of insurance policy

when they sent the letter of shipment to Smith UK

Now China Oriental will send another letter

to Smith UK

informing them about the insurance policy

of the shampoo machines

A letter of insurance from China Oriental

Dear Sirs

We are very sorry that

we forgot to enclose the copy of insurance policy

with last documents package we sent to you

And now we are writing to inform you about the insurance

of the shampoo machines you ordered

According to our company’s past practices

we have covered the shampoo machines

you ordered with the China Pacific Insurance Company

against All Risks for 110% of the invoice value

that is US $ 27500

Enclosed is a copy of insurance policy

We feel sorry for the mistake caused by us

and we promise that

this will never happen again

Yours sincerely

After-sales letter from China Oriental

Dear Sirs

Thank you for purchasing shampoo machines from us

We hope the products are in good working

conditions and to your satisfaction

We understand that

there was a delay in sending the copy of insurance policy

But we trust that

this kind of mistake will not occur again

We hope all the accessories attached

are as per your directions

If you need more accessories

we can get from the our warehouse

and send to you for free

In the case of any clarification

our customer service

personnel will guide you

As you must be aware

the service is free of charge

We would like to assure

if you are completely satisfied with the service

and the machines

Thank you for your purchase and support

Yours Sincerely