UNIT 5 : BUSINESS CORRESPONDENCE

I. STRUCTURE AND LANGUAGE OF A BUSINESS LETTER

A. Structuring the Body of letter:
This part usually consists of three main paragraphs :
♦ The opening or introduction paragraph: Generally speaking, in this paragraph you will thank
your correspondent for the reader’s letter (if replying to an enquiry), introduce yourself and your company
if necessary, state the subject of the letter, and set out the purpose of the letter.
Here are some examples:
- Thank you for your letter of 19 August which I received yesterday.
- We are writing to you concerning your order No. CU 154 which you placed four weeks ago.
♦ The middle paragraph: This is the main part of your letter and will concern the points that need
to be made, answers you wish to give, or questions you want to ask. It is in the middle paragraphs of a
letter that planning is most important, to make sure that your points are made clearly, fully and in a logical
sequence.
♦ The closing paragraph: You should thank the person for writing if your letter is a reply and if
you have not done so at the beginning. Encourage further enquiries or correspondence, and mention that
you look forward to hearing from your correspondent soon.
Here are some examples:
- Once again thank you for writing to us, and please contact us if you would like any further
information……
- We are sure that you have made the right choice in choosing this particular line as it is
proving to be a leading seller. If there is further information you want, we shall be happy
to supply it, and look forward to hearing from you.

B.Useful Language
There are usually fixed phrases for standard sections ( opening sentence, closing sentence,…) as
well as the different things you can do in a business letter (give news, give information, apologize, etc.).
1. Can you think of any phrases to use for the following actions?
1. Starting a letter (referring to previous meetings or correspondence)
2. Explaining the reason for writing
3. Giving bad news
4. Giving good news
5. Giving information
6. Apologizing
7. Ending a letter
 2. Now classify the following standard phrases. Which of the actions (1-7) above could they be
used for?
a. Do not hesitate to contact us again if you need further assistance.
b. Further to our meeting last Friday ….
c. Further to your enquiry, we are pleased to enclose ….
d. I regret to inform you that …….
e. I am just writing to confirm ….
f. I wish to advise you that according to the terms of our agreement …
g. If you have any further questions, please contact us.
h. We are pleased to announce ….
i. We are writing to give you further information about ….
j. We are writing to inform you that ….
k. We deeply regret any inconvenience caused by …
l. We look forward to hearing from you.
m. With reference to your enquiry of 13 May, I am enclosing details of ….
n. Thank you for your letter of June 14.

II. LETTERS OF A TYPICAL BUSINESS TRANSACTION

A. Letter of Enquiry and Reply

1. Robinsons Furnishing Ltd., who manufactures furniture and household fittings, has recently received
two enquiries about their products. Unfortunately some of the letters are missing.
a) Classify the letters into the following types:
Enquiry Reply to an enquiry Request for quotation Letter accompanying quotation

b) Which letters are missing/ What do you think they contain?

A A. Suleiman and Sons B Jackson Brothers
Import-Export Agents High Street
Cairo Oxford

3 April 2015
Dear Sirs 26 April 2015
We have been authorised by a multinational firm
which owns a chain of hotels to negotiate the Dear Sirs
purchase of furniture and fittings for a new hotel
to be opened in Alexandria in the autumn of this We thank you for your letter of 15 April concerning
year. our enquiry about the purchase of your products.
We have looked carefully at your catalogue and your
Your name has been given to us by the British terms of payment. We would like to know if you
Chamber of Commerce in Cairo who informs us would be prepared to allow a discount of 8% on the
that you may be able to supply us with the following stock trial order:
following items: beds, tables, chairs, wardrobes. 20 wardrobes catalogue 23/70
We would hope to place a substantial order if 10 dining table " 24/61
your prices are competitive. 40 chairs " 27/22
10 writing tables " 22/81
We would be grateful if you would send us your Would you also let us know whether you will be able
catalogue and price list by return. We should to complete this order by the end of June?
also like to know the approximate period of
delay before any order would be despatched. Yours Faithfully
We look forward to hearing from you.
Marie Weston
Yours Faithfully

A. Suleiman
D Robinsons' Furnishings Ltd
Beck Lane
London SW 18
C Jackson Brothers
High Street
15 April 2015
Oxford
Dear Sirs
We thank you for your letter of 5 April and
5 April 2015
appreciate your interest in our products.
Dear Sirs
We have been informed by Messr McDougall,
Please find enclosed our catalogue and price list, as
who has been doing business with you for a
well as details of our trade discounts and special
number of years, that you may be able to supply
terms for large or regular orders. Our prices are
us with a whole range of furniture and fittings
CIF.
for our department store.
Since your enquiry does not specify the kind of
We would be pleased to receive your catalogue
goods you require, we are not able to give you
and pricelist. We are also interested in your
details about the present availability of the goods.
terms of payment and in the discounts offered
However, we can assure that on receipt of
for bulk orders. Would you also include details
confirmation, we normally require no more than
about delivery times?
two weeks before despatch to destinations in this
country.
We look forward to hearing from you.
We hope that you will find your terms satisfactory
Yours Faithfully
and we look forward to receiving your order.
Marie Weston
Yours Faithfully

M. Archer
 F Robinsons' Furnishing Ltd.
E A. Suleiman and Sons Becklane
Import and Export Agent London SW18
Cairo
15 May 2015
21 April 2015 Dear Sirs
Dear Sirs
We thank you for your letter of 26 April and have
We thank you for your letter of 12 April and for your pleasure in submitting the enclosed quotation.
catalog price list and terms of payment.
Unfortunately we regret that we can not allow a
We would be grateful if you would quote for the discount of 8% as requested. Manufacturing costs
supply of the following items: and freight charges have risen considerately in
150 double beds catalogue 05/72 recent months and our profit margin does not
180 wardrobes " 06/53 enable us to meet your full request. However, we
150 writing tables " 22/81 would be pleased to offer you a special discount of
120 upright chairs " 27/22 4% for this first order as well as our usual 2.5%
discount if payment can be made within one
We note your terms of payment as indicated in the month from date of invoice. Delivery is guaranteed
price list and your discount for orders over 1000 but within three weeks of receiving your order.
hope that you will be able to grant us a discount of
10% in respect of the size of this order. We hope that these terms will meet with your
approval and that we will receive confirmation of
Please note that delivery is required by 17 September your order in the very near future.
without fail.
We look forward to the pleasure of serving you.
We would appreciate an early reply.

Yours Faithfully Yours Faithfully

A. Suleiman M. Archer

2. Study letter A and C. Work with a partner to figure out what the functions of a letter of enquiry are.
3. Here are the functions which appear in a Reply to an enquiry. Rearrange them in the right order.
1. Focus attention on important information
2. Acknowledge the letter.
3. Close the letter and add the appropriate ending.
4. State what action you are taking.
5. Answer any specific questions the enquirer asked, for example about prices and delivery.
6. Invite the enquirer to ask for further information.
4. What should you write to represent these functions? 2-4-1-5-3-6
 B. Letter Placing an Order
* Things to remember when ordering by letter
(1) Include full details of description, quantities and quote catalogue number, if any.
(2) State your requirements as to delivery place and date, discount, method of payment.
(3) Confirm the terms of payment agreed in preliminary negotiations
Study the following letter

Dear Mr. Suzuki

Order for the Scroll 2005 word processor

We thank you for your letter of 17 January in which you enclosed your catalogue and price
list, together with the booklet on the Scroll 2005 word processor.
We have contacted Mr. Nixon, as you suggested, and his demonstration of the Scroll 2005
convinced us that this model will meet our requirements. Your offer of a 20% trade
discount, with a further discount for bulk order, is quite satisfactory.
We are therefore placing an order for 600 Scroll 2005 word processors. We enclose our
official Order Form No. YT945.
We discussed terms of payment with Mr. Nixon and would like to confirm that payment is
to be made by Documentary Credit in your favour CIF Southampton. You will be informed,
through your own book, of the type and number of documents that you must prepare.
Delivery by 30 April is essential, and we reserve the right to cancel the order and/or return
the shipment at your risk and expense at any time after that date.
We look forward to receiving shipment and doing business with you in future.

Yours Sincerely
David Jackson

Focus on Functions: What would you say in an order letter?

1. Acknowledge previous correspondence
2. State your reactions to the prices, discounts, samples, etc.
3. Place the order
4. Confirm terms of payment OR suggest terms of payment
5. Set deadline for delivery (if appropriate)
6. Close the letter and add a formal ending

1. Match the sentences in David Jackson’s letter with the functions listed above
2. Match the sentences below with the list of functions:
a. Delivery before 5 May is a firm condition of the order.
b. We thank you for your letter of 3 April quoting prices and delivery terms for..
c. We are satisfied that the quoted terms are acceptable.
d. As agreed, payment is to be made by Documentary Credit.
e. We therefore enclose our official order form No. 41 for …..
f. We have examined the samples and are satisfied with their quality.
g. Our usual method of payment is by ……... and we trust that this will be
acceptable to you.
h. We thank you for the samples / price list / catalogue which you sent us.
i. As agreed you will draw on us at 30 days, documents against acceptance, with the
documents being sent to our bank at …..
j. Once we have received your advice, we will send a banker’s draft to …
k. We would like to say that 25% trade discount is quite satisfactory.
l. …. and we will certainly take advantage of the cash discount you offered for
prompt settlement.
m. Please remember that only airfreight will ensure prompt delivery.
n. Could you please ship by scheduled freighter to avoid any unnecessary delays?
o. It is essential that the goods are delivered before that beginning of November.
p. Delivery before February is a firm condition of this order.
q. Please confirm that you can complete the work before the end of March.