Preface Chapter 1 Rules of Good Business Writing Chapter 2 The Presentation of Letters,Faxes and Emails Chapter 3 Making Contact Chapter 4 Enquiries and Replies Chapter 5 Quotations,Offers and Counter-Offers Chapter 6 Placing Orders,Acknowledging/Accepting,Refusing Orders Chapter 7 Payment Chapter 8 Packing Chapter 9 Insurance Chapter 10 Transport Chapter 11 Complaints and Adjustments Chapter 12 Agency Agreements:Proposal,Negotiation and Closure Chapter 13 Other Modes of Trade Chapter 14 Goodwill Messages Chapter 15 Application Documents Chapter 16 Business Reports APPENDIX A Model Answers to End-of-Chapter Exercises APPENDIX B Some Differences between Am and Br English in Business Writing APPENDIX C Sample Documentary Credit & Commercial Documents References