| __TRADE ENQUIRIES * Introduction * General Rules « Opening Sentences « a letter of Enquiry + Exercise. Closing Sentences * How to write Most letters, which are written for commercial purposes are trade letters. Every trade letter is written with a certain aim. ‘They include letters of enquiries and replies, letters of order, letters of confirmation, letters of despatch, letters of settlement, etc. We can see many types of advertisements in newspapers. Sometimes the advertisement fails to give full information of a Particular type of goods, to the buyer or customer. In this case, the correspondence thread, “Enquiry” starts from the buyer. This will naturally be replied. When the response is satisfactory, he sends an order and the seller will execute the order. Accounts are settled, unless there be some cause for complaint. If there is any complaint, they are adjusted. Finally payments are made and the whole correspondence or transaction comes to an end. The basic stages of correspondence between a buyer and a seller are: (a) letter of inquiry (6) letter of response (c) letter of order (d) letter of execution of order (e) letter of complaint, if any (/) letter of adjustment (g) letter of settlement of accounts In trade enquiries, letters are usually written by a buyer to enquire the price, quality, terms of trade, etc. This type of letters may be based either on the supplier's advertisement or at the instance of the buyer himself. In writing a letter of enquiry the following general Points should be remembered: 1. Description of goods: If the buyer is definite about his needs, he should describe in detail. By writing detailed description, the chance of getting undesirable goods can be avoided. If enquiry is made on the basis of catalogve number, assigned to each goods, may be given in lieu of the details, However, a clear description must be found in a letter of enquiry, so as to avoid unnecessary further correspondence, 2. Price, time and place of delivery: The buyer should know the Prices. If not found in the catalogue, he asks for it in his letter of enquiry, as well as the time taken for delivery of goods, the place of deliv , etc. The period of delivery time is an important element. The goods may be supplied at F.O.R. or Ex-godown or C.LF. value, In order to eliminate doubts regarding the quality of goods, sample may be asked for, 109m0 ert ae eo 3. Terms of payment: If a new purchaser aims at buying goods froma firm with which he has had no previous transactions, he should ask whether goods will be supplied on cash or credit. If it is on credit, the buyer should give references to enable the seller to enquire the status of the buyer. It is also advisable to state the probable quantity that may be purchased. 4. Other Charges: Generally insurance, commission, discount, rebate etc., are found in terms of trade, It is seen that where a large quantity of goods is purchased, certain facilities are given by a seller to the buyer viz., discount of commission. Any suggestions, if needed, can be forwarded and of course the seller will comply with it, Details regarding packing and forwarding of goods can’be had from the seller. The shortest route to the destination from the seller’s place may also be mentioned. A few examples of opening sentences and closing sentences are given below: Opening Sentences + (a) “As we.are in urgent need of your products ... (b) “We shall be glad to receive detailed information of you (c) “ Ushall be grateful to you for ......... (d) “ Please quote us your lowest prices for... (e) “Your name has been suggested to us by M/ (f) “We are interested in your products and therefore please, let us know the details of (g) “Will you please tell us the terms and conditions... (h) “Your firm has been recommended to us by Mr. Ganesh CA, who happen to be our regular customer.” () “We are interested in buying fancy table tops being manufactured by you.” Closing Sentence (@ If your terms and conditions prove satisfactory, we shall place our requirements with you. (b) As we are able to handle large quantities, we trust that you will make an effort to quote competitive prices. (c) To facilitate further orders please quote your lowest prices. (@) On hearing from you, we shall place a bulk order with you. (e) We hope to place a large order if your terms of the business are found reasonable. (f) We trust you will offer us special concessions, as we are in a position to place large orders with you. (g) “If terms and conditions are favourable, we would be pleased to send our first order immediately.” (h) “Since we plan to give you regular business, we are sure, you will quote favourable terms.”Trade Enquiries Wt How to write a letter of enquiry 1. It must contain a clear description of the goods needed. - If many questions are to be asked, do not combine into one sentence but write them in separate sentences, if possible, serially, which serve as reference guide. . Its language must be courteous. . Give whatever business information is necessary. . Probable quantity to be ordered may be mentioned. . Ask the time taken for delivery of goods. - If confidential, state the fact. . Suggestions, if any, can be given. . Ask for the details of terms of payment. 10. Ask for samples or demonstration, if needed. Nn CRIA Aw Solicited enquiry means an enquiry made in response to the seller's advertisment and publicity. Unsolicited enquiry means an enquiry made at the buyer’s own initiative and contacts the seller. Model 30: Enquiry letter Tel. 9758 Gram: HEMCHAND HEMCHAND & SONS (Dealers in Electrical Goods) Wright Town, Jabalpur (M.P.) Dated... Messrs. Sharma Stores, Bhopal. Dear Sirs, Your name as manufacturers of handy electrical machines has been mentioned to us by Sti W.N. Chopra, a famous Doctor in this city. As we are dealing in electrical goods, we have many buyers to purchase the handy electrical machine. Therefore, please supply your quotation alongwith literature. Please also clearly mention the time you may take to effect the delivery of goods. Thanking You. Yours sincerely, for Hemchand & Sons, R.K Jain Model 31: Enquiry letter Tel. 4246 Gram: CARTON112 Modern Commercial Correspondence CARTON STATIONERY CENTRE Post Office Road, Madurai (S.1.) - 625 002. Sth April, 20... Messis. Morton & Sons, Virudhunagar Dear Sirs, We are interested in hand-purses, advertised in the Indian Express of 2nd April, 20... ‘We are considering to order ‘a few dozen on a trial basis. The advertisement in the daily paper does not give sufficient information. Therefore, please send us the details as to the quality, durability and the terms and conditions of trade. ‘Thanking you. * Yours sincerely, for Carton Stationery Centre, Manager. Model 32: Enquiry letter Tel: 5647 Gram: JOHNCO JOHN & COMPANY (Exporters of clothes) Kali Temple, Main Road, Madurai — 625 011 Ist April, 20... Messrs. Burn & Company Ltd., Temple Street, Chennai — 600 015 Re : Weaving plant Dear Sirs, We are planning to expand our weaving plant, by adding the latest and most up-to- date knitting machine. We, therefore, request you to send the catalogue and price list which includes C.LF. and F.O.R. rates. Kindly intimate the period for delivery of each item. Please also let me know whether free service after sale is effected and if so the period may be let known. Yours sincerely, for Johnson Co., Sales Manager. Model 33: Enquiry letter Tel: 2314 Gram. CHANDTrade Enquiries 113 PREMCHAND & SONS Chand Street, Agra-282002 23rd March, 20... Messrs. Ramchand & Company, Middle Street, Mumbai-400 001 Dear Sirs, It is our intention to establish a retail agency of your Photo Album, in this town, We shall be grateful to you, if you will please send the details of your products along with the terms and conditions of trade. If we are satisfied with the trade conditions, we shall order immediately, because there is a heavy demand in this town. Thanking you. Yours sincerely, for Premchand & Sons. Model 34: Enquiry for supply of uniforms COMMERCIAL BANK 78, Town Hall Road, Chennai-600 020 18th August, 20... M/s. Ramlal and Sons, Cloth Merchant, Chennai-600 098 Dear Sirs, We need a large number of uniforms for our peons and bearers. White cotton half- shirts and khaki trousers of standard size are required. We shall be glad to receive your lowest quotation. We need 200 sets of white cotton half-shirts and khaki trousers. If your quotation is found reasonable, we shall place order immediately. Our terms are cash. An early reply is requested. Thanking you, Yours sincerely, _ for Commercial BankModel 42: Reply to an enquiry Tel: 3874 Gram: Singer SINGER COMPANY OF AMERICA Palace Road, New York. 15th Aug., 20... The Hindustan Machine Tools Ltd. Bangalore-560 001. Sirs, We thank you for your enquiry dated the 14th of July, 20... We have forwarded to you separately a complete set of literature and price lists covering all models manufactured by our company. § Our usual terms are 25% of the price is to be paid along with order and the balance to be paid within three months. We are represented by Singer Sewing Machirie Co-Bombay. If you require any further information, you may contact our branch or communicate directly with us. Yours truly, for Singer Co. of America Model 43: Reply to an enquiry about an article which the firm does not make. BANNERJEE BROTHERS & COMPANY (Dealers in Furniture & Household ) Mandir Street, Kolkata, 19th Sept., 20... Mis. Das & Co., Patna. Sirs, We have your enquiry letter of 13th Sept.; but regret to inform you that we have only steel almirahs in our stocks. However, we have handed over your letter to Mis. Mukherjee & Sons, who deal in furniture and you will soon hear from them. As we are dealers in almirahs, you will be interested in our products and so we take this opportunity to send you a copy of our latest catalogue. We particularly draw your attention to the special terms to big purchases on page number 10 of our catalogue. We also enclose an order form for your convenience. Yours sincerely, for Bannerjee Bros & Co.COMPLAINTS AND THEIR ADJUSTMENTS Introdu: Chief Characteristics of Complaint Letters + Occasions to write such letters Points to remember * Some Do's + Some Dor Model Letters * Questions. Introduction Irrespective of the best managed business, mistakes and errors will often occur. Every businessman will take precautions and care in order to satisfy his customer, because he wants to increase his sales. If any customer is dissatisfied, he may turn away from the business door. But whatever be the motive to satisfy the customers, the businessmen often receive letters of complaints about delay in despatch, wrong despatch, errors in invoice, ete. Sometimes when a customer is dissatisfied or annoyed he immediately drafts a letter of discourteous nature and sends it to the businessman. But he should not do so. A letter of discourtesy or displeasure or anger will do more harm than good. So it should be remembered that the complaints must be genuine and written in a courteous manner. A courteous letter cannot only win the cooperation but reap the best results. When a complaint letter is sent, it is understood that it communicates the errors or mistakes made by the seller. It requests him to rectify those errors or mistakes at his end. A letter of complaint must be persuasive in nature and courteous in language. Let us discuss the chief characteristics of a well-drafted complaint letter. 1. A Complaint must be genuine: Before making a complaint, make sure that the complaint is of genuine nature. False statements should not be made. Vague letters carry no purpose. What is wrong in the transactions must be clearly drafted. 2. A Complaint letter must be courteous: Every letter you send must be written in courteous language, giving respect to the reader. It should not hurt the feelings of the reader. A letter of friendly nature will fetch cooperation from the reader and facilitate speedy and sincere corrections. Never write to point out that a particular man or particular firm is wrong. Write an impersonal letter and at the same time press the reader to find out the mistake. Care should be taken to avoid rude and intolerable statements. 3. A letter of Complaint must be complete: The letter of complaint must convey the full information to the reader. In order to give the full idea to the recipient of the letter, references to the previous letters, which are important and connected with the complaint, should be given. By referring to the complaint and related letters, the reader is enabled to take prompt action. Absence of complete information will result in unnecessary correspondence and inordinate delay. 157158 Modern Commercial Correspondence 4. A letter of Complaint must make concrete request for redress: Once the letter is posted, contents of the letter cannot be changed. The contents of the letter must be true and unchangeable. An account of the inconvenience caused should be stated clearly. Suggestions of the writer, as to what the reader should do, must also be stated clearly. On getting a letter of complaint, the businessman investigates the matter in detail. The original order letter, its reference number, description of goods, the price list on which the order is based, invoice number, delivery note etc. should be presented before the investigator to help him to find the causes. By quoting all these in the complaint, a speedy action can be had. The letter of complaint must not be apologetic in nature but must be of an advisory nature to make good the troubles caused. The seller may not always be in the wrong. It can also happen that the buyer himself makes mistakes and the businessman should not be blamed for them. af When a complaint letter is received the businessman does not hurry to reply without a thorough enquiry. To find out the error is not always easy. The error may be either with the customer or with the seller. Delay caused by transport companies also cannot be ruled out. But many letters are exchanged, generally, before the mistakes are located. A few occasions for writing complaint letters: . Inordinate delay in the delivery of goods. . Price charged higher than quoted. . Goods delivered at the wrong place. Difference in quantity or quality of goods. Mistakes in the Bill. Arrival of goods in damaged condition. '. Receiving goods other than those ordered. . Breach of terms and conditions. . Unsatisfactory services. . Discourtesy shown by the staff etc. (A) LETTER THAT WILL CAUSE ANNOYANCE Place.. Date... CP RPIANAKWNE Ss Dear Sirs, Why don’t you comply with my order ? Why are you so dissatisfied with me? Tf you cannot fulfil my demand, why do you stick to your business. You can shift your present business to the business of selling off roasted groundnuts in theatres. You may be fit for this. Yours faithfully,Complaints and Their Adjustments 159 (B) A PROBABLE REPLY FOR THE ABOVE Place. Date. Dear Sirs, Thank you for your letter. Thank you very much for informing us that you are a buyer, not of books but of roasted groundnuts. Please do go daily for pictures, we will arrive there and sell you the husks of roasted groundnuts. That is what you deserve. Yours faithfully, When one writes such an annoying letter the other party may not tolerate it. The relation or goodwill gained during past years will be spoiled with one such discourteous letter. It is easy to become notorious but it takes a lot of time and labour to earn.a good name. Let us examine one more letter whichi hurts and another which does not hurt the reader. (C) LETTER THAT HURTS THE READER Place..... Date... Dear Sirs, Why don’t you execute my order ? Why do you keep silence ? Do not take it as an obligation. I will pay the price of the articles I purchase from you. There are many businessmen who will gladly supply me. Cancel my order, if you cannot send them within a week. Yours faithfully, These types of letters draw no attention. Moreover, a businessman will be annoyed at such letters. There must be justification for writing letters of complaints. The letter of order may not have reached the seller. Sometimes the address may not have been properly written by the sender. These may be the reasons for the delay in the execution of orders on the part of the businessman. (D) THE ABOVE LETTER, IN A COURTEOUS WAY Place... Date... Dear Sirs, I placed an order with you on 15th August; but I have heard nothing from you s0 far. Since the ordered items are of urgent nature, plezse send them without any further lay. However, I enclose a duplicate copy of the order for your ready reference. Please ute my order by return of post. I shall appreciate your prompt attention in this matter. Yours faithfully, Encl.: One copy of order.Noo PADAAERY Awpawne Modern Commercial Correspondence Wrong Sir, It is surprising to note that your letter of Ist July wrongly states that our firm have offered you a discount. Will you be able to show the letter written by us as a proof? Sir, It is noticed from your letter of 10th July that you complain that our pro- ducts are of inferior quality. Will you be able to show any product superior to ours? Sir, We have written many times that you should not fall in arrears. You disre- gard our requests. We cannot under- stand your failure to pay the bill promptly. Send the amount at ‘once, without delay. REMEMBER while writing a complain order to avoid unpleasantness. Fairly Better Sir, We are sorry to note that the error crept in your kind letter of Ist July. Since our Products are of high quality and priced teasonably, we do not offer any discount. This is for your kind information. Sir, Thank you for your kind letter of 10th July. We certainly appreciate a customer like you, who comes up with valuable Suggestions for improvements. We are doing our best to incorporate your Suggestions. Mean while, kindly continue to extend your cooperation. Thanking you. Sir, Our accounts wing has reminded you of a sum of Rs....which is remaining unpaid. Kindly look into the matter and send the amount at your earliest, as the audit is going on. An early action is appreciated, it letter: . Make sure that the complaint is of genuine nature. . Make a clear statement of the mistakes, in a courteous and Persuasive manner, in . Use passive voice while writing about mistakes. . The claim should be specific. . Explain the nature and inconvenience cau: . State the steps necessary to rectify the situation. - The purpose of the letter should be to seek adjustment. The letter should contain a request for some action on the Part of the reader, sed. SOME DON’TS IN COMPLAINT LETTER: - Do not use high-sounding words. - Do not use expressions, which hurt the addressee, . Do not use words which may generate an, . Do not write tactless expressions. . Do not write negative expressions. . Do not write exaggerated statements. \ger.Complaints and Their Adjustments 161 7. Do not show any threats. 8. Do not show loss of temper. 9. Do not forget to tell about the wrong to be rectified. 10. Do not use, as far as possible the word COMPLAINT, but use the word REQUEST. SOME DO’S WHILE REPLYING TO A COMPLAINT: . Express regret and sympathy for the customer’s inconvenience. - Remember “No one complains unless there is some cause for it”. So before making replies, proper investigation is a must. . Reply must be sent promptly. “Keep the customer and his goodwill” should be the aim of reply. . If the complaint is genuine, appreciate the customer. . Even if the customer is wrong, do not directly blame him. . If the buyer’s letter is abusive, it should be overlooked to the maximum: briefly account for the mistake. 8. Inconvenience of the customer should be accounted for and avoid occurrence of such mistakes in future. 9. Do not enter into a controversy with the customer. 10. The businessmen are benefited by a constructive criticism as business is progressed alongwith goodwill. Model 93: Complaint Ne NAWAYW Gram: Davis Tel.: 4235 DAVIS & COMPANY Delhi-110040 21st Sept., 20... M/s. Simmen & Co., Banaras Road, Banaras. Dear Sirs, Please refer to our order dated 13th September based on your price list of July. 20... We ordered 500 kilograms of rock powder. You have sent 50 packets each containing 10 kilograms. But 5 packets out of the 50 contain only 8 kilograms of rock powder. The underweighing packets are kept unopened. Please let us know the reason, Shall I send those 5 packets to you or will you send 10 kilograms of rock powder to us? Please take an early decision and let us know of it. Yours sincerely, for Davis & Co.164 Modern Commercial Correspondence We shall be grateful to you if you will send them immediately through special transport service. Unless they are supplied to us immediately, we shall be forced to cancel our order and get the same locally. Hope you will do the needful on fulfilling the order at an early date. Yours sincerely, for Kapurchand & Company Model 98: Complaint—Discount unaccounted DAS & COMPANY Chittaranjan Colony, Kolkata. 21st September, 20... M/s. Maganlal & Sons, * 102, Gandhi Market, Delhi. Dear Sirs, Sub: Discount We should like to draw your attention to your bill No. 546 dated 15th September. The bill has been prepared on the basis of the price list of August. In the Price-list you have mentioned that a discount of 10% will be given to all orders above one thousand rupees. Our order amounted to Rs. 1256.00 (one thousand two hundred and fifty six only), But in the invoice you have made no account for the discount. Therefore the bill is enclosed herewith for effecting necessary changes at your end. Thanking you. Yours sincerely, for Das & Co. Model 99: Complaint - Misbehaviour of staff HALKETT & CO. Chahop Road, Allahabad. 21st Sept., 20... M/s. Jacksons, Agra. Dear Sirs, I visited your shop on the 15th of this month in order to purchase some good cameras for presentation. You were absent on that day and the salesmen were new to me. They perhaps, could not recognise me as a dealer in photography. One of the salesmen of yourComplaints and Their Adjustments 165 shop refused to show me all the models of cameras, perhaps thinking that I may not purchase them. Fortunately a friend of ours visited the shop. On hearing the talk between me and your man, the friend told him of the business relationship of mine with you. However, I got my requirements. So it is advised that you please look into the matter and prevent such things in future. ‘Yours faithfully, for Halkett & Co. Model 100: Complaint-missing pages GENERAL BOOK DEPOT Palace Road, ", Mumbai-400012 21st Sept., 20... M/s. Prem Book Stall, Agra. Dear Sirs, Thank you for your consignment containing 150 copies of the dictionary of John and Mathew. But in two copies it is noticed that pages from 356 to 372 are missing. The mistake may have occurred in the printing process. Both are not sale-worthy. But if we can cut half the price, they may be sold. A dictionary is a permanent asset and none would like to have defective ones. Therefore, please let us know whether we shall send them back or try to sell them at half the price. Yours sincerely, for General Book Depot. Model 101: Reply to complaint of defective goods HACKWELL & PARTNER Temple Street, Allahabad. 2Ist Sept., 20... M/s. Brown Sons & Company, Lucknow-226015 Dear Sirs, We have just received your letter of the 19th Sept., but regret to learn that the clips of some pens are loose fitted. It is our practice that before making a despatch, we carefully examine each and every item. Still such defects might have occurred owing to oversight of the despatching section.166 Modern Commercial Correspondence However, you can send back all those defective fountain pens to us. We will replace them as soon as we receive them. The expenditure, you incur, for sending those pens back to us, will be met by us, or adjusted in the next payments from your side. We may be excused for this inconvenience caused to you. In future, we will take every care before despatching. Yours sincerely, for Hackwell & Partner. Model 102; Allowing a complaint claim SUNSHINE WORKS Church Road, Agra. 2st Sept., 20... M/s. Chakraborty & Sons, Kolkata. Dear Sirs, We have your letter dated 11th September, and noted with regret that you are dissatisfied with the goods we sent you. If the dry milk powder will not fetch a market ‘on the face value, we shall allow, as you have desired, to sell it on reduction price; i.e., 20% less than the price-list. When the milk powder was being loaded into wagons it was raining. It was possible that the tins might have got wet. Please excuse us for this inconvenience caused to you. Yours sincerely, for Sunshine Works Model 103: Complaint—Wrong despatch SHEPARD & BULL Church Road, Jabalpur 24th Sept., 20... Mis. Trivedi Stationers, Cantonment, Bhopal. Dear Sirs, Please refer to our order No. 198 of 2nd September. Our order was for supplying 500 sleeveless baniyans of 32” size @ Rs. 30 each. Today the goods have arrived. But we are surprised to see that 100 baniyans are of size 36”, 100 baniyans are of size 30” and the remaining are of the ordered size. The invoice you have sent us contains the price of 32” sleeveless baniyans. As per the order, the invoice is correct, but when the bill is tallied with the goods, it differs widely. Therefore, please let us know what is to be done with the wrong despatch. Since we are having enough stock of baniyans of the size 36”Complaints and Their Adjustments 167 and 30”, we would not like to keep them with us. If there is any demand for this size of baniyans from this area, please let us know, so that they may be sent to those who want them. Please inform us of your decision by return of post so as to enable us to do what is necessary. Yours truly, for Shepard & Bull Model 104: Reply to complaints regarding the quality of goods RAMLAL AND SONS George Town, . Chennai. 20th Aug., 20... M/s Baboolal & Sons, Highway, Coimbatore. Dear Sirs, We are sorry to note from your letter of 14th August, that you are dissatisfied with the conditions of the oil sent to you by us. The thickness you complain of the oil is due to their stay in our stock for a considerable period of time. This is the usual defect you will find in every type of similar oil. This type of defect can easily be removed by slightly heating them before use. This will make the oil thinner and restore them in their normal condition. In view of our long-standing business connection with you, we are willing to allow you a special discount of 5% and beyond this our margin. of profit does not permit. We feel sorry for the inconveniences you have been put to. Thanking you. ‘Yours sincerely, for Ramlal & Sons (Sales Manager) Model 105: Reply to a complaint FOOD PRODUCTS LTD M. G. Road, Mumbai. 27th Sept., 20... M/s Manoharlal Brothers, General Merchants, Kanpur.168 Modern Commercial Correspondence Dear Sirs, We regret to learn from your letter of 20th September, that 10 tins of our Baby Food supplied to you have been found unfit for consumption. On receipt of your complaint, we have investigated into the matter and have come to learn that 10 tins from the old stock had been inadvertently mixed up with your consignment. This was done by a new employee who was not thoroughly acquainted with the demarcation between the old and the new stock. We take full responsibility of this unfortunate affair and assure you of our sincere efforts to prevent recurrence of such mistakes in future. We are ready to replace those tins, but as our stocks of this brand are exhausted, we are sorry that we cannot offer you the substitute at once. However, we agree to allow you a special discount of 10% on the consignment by way of compensation for these defective goods if you can, of course, dispose them in other ways, without any prejudice to our usual terms and conditions. ‘We shall be glad to know your decision on this matter at an early date. We sincerely regret the inconveniences caused to you for our negligence and undertake to execute your future orders with utmost care. Thanking you. Yours sincerely, for Foot Products Ltd., (Sales Manager) Model 106: Reply to complaint letter HEMCHAND AND SONS Wright Town, Jabalpur. Ist Sept., 20... The All in All Traders, Bhopal. Dear Sirs, We regret very much to know from your letter of 25th August that you have received B grade goods instead of A grade. We must ask you to accept our apologies for the error in supplying you with a wrong brand of goods. The matter is receiving our attention and we are awaiting further information from the Despatch Department. We shall be writing to you as soon as their reply is received. In the meantime, you may keep the B grade which have been wrongly received by you. Thanking you. Yours sincerely, for Hemchand and Sons.* Introduction » Important Features * Hints for Drafting » Model Letters + Exercis Introduction After receiving the quotations, if the offer is favourable, the buyer may accept it by sending a letter of acceptance. It must be understood that by sending the acceptance letter a contract arises between the seller and the buyer. If no offer or quotation is received, the question of letter of acceptance does not arise. Persons can order even without calling quotations from sellers. By using a proforma, it is easy to embody the requirements. Detailed columns can be seen in a blank order- form. In an order form we can find, S.No., name of the articles, price, quantity required, total price, remarks etc. Before placing an order, we should clear all our doubts regarding the goods. A. good business order-letter has the following important features. Let us discuss them one by one. 1, Specification of Goods: The order-letter should not create any doubt, in the mind of the seller. If there arises a doubt further communications will be necessary to clear the doubt. Therefore, to avoid all these, the order-letter should contain exact information of goods—rate, size, colour, kind, etc. When ordering the goods, reference number of catalogue or letter should be mentioned. If there is any identifying number for each item, it should also be given. If all these pieces of information are in the order-letter, the seller will be at ease to perform his duty. 2. Mode of payment: A price-list is also sent to the buyer by the seller. The buyer may bargain for some reduction in prices. If so, the price for the item should be settled first. When the price-list is strictly adhered to, the seller’s price is written. Ifa buyer mentions the price in his order, the seller cannot exceed the limit without communicating to him, It will also be essential to mention whether he is willing to purchase on cash or credit basis. The way of making the payment should be mentioned—by cheque, bank draft, etc. 3. Delivery period: Time of delivery is an essential matter. Therefore just as in the case of quotations, in the order also, the buyer should give the time limit, within which period the goods must be sent to him. It is important to note that if the buyer is not giving the date, he cannot blame the seller for any delay that may happen in despatching the goods. 4. Mode of carriage: If the transport facilities are not easily available and if there is no arrangement for sending the goods, the buyer informs the seller to send the consignment through parcel post, goods train, passenger train etc.,—through the easiestTrade Order 127 and most convenient route. If all these details are mentioned in the order, the seller has to comply. He must obey the buyer in every respect. Ifhe fails, he will be responsible for all damages. The buyer should also give instructions regarding insurance, packing, etc., charged on the goods. Model 48: Order MORRISON SALES DEPOT (Dealers in Garments) +301 Chamber Road, Nottingham, 31st August, 20... The Sales Manager, Sales Corporation, Millwall, London E. 14. Dear Sir, Thank you for your quotation of Sth August, 20... and for the supply of samples. The terms and conditions given in your letter are accepted. So please supply the following items through S.V. Transport Company. 1. Table cloth “A” @ Rs. 100/-each One gross 2. Napkins “S” @ Rs. 15/-each Two grosses 3. Big Towels “X” @ Rs. 78/-each One gross 4, Small Towels “A” @ Rs. 38/-each One gross The payment will be made only after the receipt of the goods in good condition and as per specifications. Thanking you. Yours faithfully, for Morrison Sales Depot. K.1 John Hints for drafting an order . Correct particulars of goods and their quantity, size, colour etc. . Mention the mode of transport. The address to which goods are to be delivered. . The date of delivery. Prices, discounts etc. (quoted by the seller). . Manner of payment. . Instructions for packing, insurance etc. NAWRYNE128 Modem Commercial Correspondence Model 49: Confirmation Tel: 3873 Gram : Rays RAY & SONS No... Kalai Street, Cantonment, Mumbai-400010 Ist Sept., 20... M/s. Raju & Company, Horby Street, Chennai-600110 * Dear Sirs, ‘We thank you for your letter alongwith the quotation dated 25th Aug., 20... Since ‘our customers are pressing for the hair-oil of your firm, please despatch immediately 500 bottles of medium size hair-oil by passenger train. You may please meet all the expenses of sending them and include in the bill. Your terms and conditions given in your letter are acceptable to us. Please confirm this order and intimate to us as to when you will despatch the hair- oil. Thanking you. Yours sincerely, for Ray & Sons. Model 50: Order NATIONAL TRADERS Coorg Street, Assam. 31st Aug., 20... Mis. Jordan Mart. Park Street, Mumbai-400011 Dear Sirs, We have carefully tested the samples you sent alongwith the letter of 20th Aug., 20... and are pleased to convey that we have been impressed favourably. Therefore, we wish to purchase a hundred number of dunlop pillows of gray colour and medium size @ Rs. 50 each. We understand from your letter that payment should be made within 45 days, We reserve the right of rejecting the consignment if it does not correspond with the sample.Trade Order 129 Let us put the pillows for sale on a trial basis. Yours faithfully, for National Traders Model 51: Order confirmation Telephone: 23457 Gram: Coal INDIAN COAL LIMITED Stoking Park, Kolkata-700016 31° Aug., 20... The Yarn Traders, RS. Street, ‘ Kolkata-700010 Dear Sirs, We thank you very much for your order dated 25" Aug., 20... but regret to inform you that the required items are not in ready stock with us. Hence, we are unable to execute your order immediately. We, therefore, inform you that if you can wait for a month, we shall be able to send your ordered items. If so, please confirm us by return of post. Awaiting a favourable reply. Yours truly, for Indian Coal Ltd. (Depot Manager.) Model 52: Order for goods STATIONERY CENTRE Messrs. Harris Mart, Commercial Road, Delhi Road, Agra-282 003 Allahabad. 23 March, 20... Sirs, I would be glad if you please send the following list of stationery by passenger train as early as possible. Quy. Required 1. Indian ball-pens ‘B? type @Rs. 4.00 500 Nos. 2. Indian ball-pens ‘C’ type @ Rs. 3.00 500 Nos. 3, Lead-pencils of Super @Re. 1.00 1000. Nos. 4. Copying-pencils of medium ‘B’ @ Re. 1.50 1000 Nos. 5. Copying-pencils of super ‘A’ @ Re. 1.75 1000 Nos.130 Modern Commercial Correspondence All the items should be of the best quality as they are required for sale to students and office staff. Please pack them very carefully in a box and send them immediately. The amount of the invoice may be collected by negotiating the Railway Receipt through the Punjab Bank of India. Thanking you. Yours sincerely, for Stationery Centre Model 53: Placing a trial order PREMCHAND STORES Prem Mahal, Madurai-625008 9th June, 20... M/s. Bright & Sons A Salem. Dear Sirs, I find your quotation for baniyans quite reasonable and wish to place a trial order for 6 dozen of 32" size (Model No. 357). If I find demand for the type, I shall be placing regular orders with you. The present order is F.O.R. price at Madurai. It is a trial order and, therefore, request you for an additional discount of 5%. On receipt of the goods here, in good condition, the payment will be made against the bill within two weeks. Thanking you. Yours sincerely, for Premchand StoresBANKING LETTERS (+ introduction * Essentials of Correspondence * Types of Bank Correspondence + Exercise. ) Nowadays, it is very essential for the students of commerce as well as for the business people to know the functions of banks and understand the services that can be had of banks. ‘The main functions of the banking system are accepting deposits and granting loans. Let us first discuss the system of deposits. We are concerned with correspondence and, therefore, we describe less about banks. However, we can discuss them in short, just to have an idea. (a) Fixed deposits: This type of deposits are made for a certain fixed period. When the period of deposit increases the rate of interest will also increase, considerably. Here the banker can utilise such deposits within the period fixed and he will have no fear of meeting the demand before the due date. Because of this reason, the rate of interest is more than the other types of deposits. (b) Savings account: This is a type of savings by the public. The interest rate is fixed and less than the rate for fixed deposits. From the savings account the customer can draw money whenever he requires, as per rules of the bank. (c) Current account: This is a bank account from which withdrawals may be made through cheques at any time without notice. The bank usually pays only nominal interest on current accounts. One can draw cheques as long as he has funds to his credit. When a current account is opened a cheque book is also issued to the party alongwith the passbook. The relationship between a banker and a customer is that of a debtor and a creditor. The banker is both a borrower and a lender. When a loan is granted, it is made on tangible security. Persons of the highest standing will be allowed loans against personal security undertakings to repay. We are mainly concerned with the current account system, by which businessmen have their dealings. There may be complaints from the parties to the bankers on various aspects. But correspondence will rectify the problems. Moreover, letters may be written for different types of accounts, instructions, deposits, loans, withdrawals, overdrafts, collection of dividends, interest, insurance premium, etc. Bankers generally keep printed forms and tick the item which is applicable in order to save time. The essential characteristics of banking correspondence are: (@) briefness (b) clearness (c) completenessModem Commercial Correspondence (f) tactfulness and courtesy Types of Bank Correspondence Bank correspondence can be broadly classified into: 1. Letters between a bank and its customers. 2. Letters between from H.O. to its branches and vice versa. 3. Letters from one bank to another. Model 195: Requesting a Banker to open an account. NIKHIL AND BROTHERS Maniram Street, Valsaravakkam, . Chennai-600 087. 15th May, 20... The Manager, Vijaya Bank, Vadapalani, Chennai. Dear Sir, J am desirous of opening a Current Account with you. I am sending the necessary form duly filled in with specimen signatures and a letter of introduction from one of your customers, Mr. Udhith Kumar Narayanan. An amount of Rs. 10,000 is also sent as initial deposit through the bearer. Kindly send a cheque, containing 25 leaves, Passbook and Pay-in-slip book. Thanking you. Yours faithfully, Model 196: Asking a party to remit the amount overdrawn | SUNDER BANK Valsaravakkam, Chennai-600 087. 10th May, 20... Mr. Udith Kumar, Uma Electronics Ltd., Chennai-600 087 Dear Sir, ‘We wish to inform you that a cheque for Rs. 6,500 drawn by you on us was presented for payment today. Although the balance to the credit of your account on which it was drawn was Rs. 6,000 only we decided to honour it. Perhaps it was due to over-sight atBanking Letters 251 your end. By this payment of Rs. 6,500, your account is overdrawn to the extent of Rs. 500. Our normal practice is to insist prior arrangement for overdraft facilities. ‘We would request you to settle the overdrawn amount and maintain sufficient balance in your account to meet such contingencies. ‘We assure you of our best cooperation at all times. Yours sincerely, Model 197: Letter requesting to remit the amount overdrawn SUNDER BANK Valsaravakkam, Chennai-600 087. 14th May, 2 Mr. Nikhil, Station Road, - Chrompet, Chennai-600 044 Dear Sir, You would appreciate our honouring your cheque bearing No. 4785 of 6th May drawn in favour of M/s. Ganesh Stores. As a result of this payment your account is overdrawn to the extent of Rs. 500. I request you to deposit an appropriate amount to remove this small debit in your account within a week. Petty over drawings have put us great inconveniences. It also goes against rules. There are number of ways in which the bank can assist you. If you have a recurring need of finance, we have a simple provision of allowing you an over-draft facility on a half yearly basis. There are certain simple conditions that are to be fulfilled. 1 request you to avail of the facility offered, You may call on us during working hours any day. Thanking you. Yours sincerely, Model 198: Letter asking for overdraft KALA STORE MG. Street, Coimbatore-641 018 10th May, 20... ‘The Manager, Canara Bank, Coimbatore. Dear Sir, Sub: Overdraft We are happy to inform you that our business is progressing steadily since its establishment. We have been able to achieve this mainly because of wide range of consumer252 Moder Commercial Correspondence goods are readily available in large numbers in our store. There is a good demand for all types of consumer goods. We wish to add other lines of goods also. Thus we expect a further rise in our turnover. Our present suppliers have expressed their inability to grant credit for a period of more than 45 days. We, therefore, approach you with a request of overdraft facility for a sum of Rs. 1,00,000 for a period of three months. This will meet our present need. We can give personal guarantee as a security for the overdraft. Copies of audited financial statements are enclosed. An early reply will facilitate us to send orders to our suppliers and having our stocks in time. Thanking you. Yours sincerely, Model 199: Reply to a customer of bank CANARA BANK | Coimbatore, 16th May, 20... The Manager, Kala Store, MG. Street, Coimbatore-641 018 Dear Sir, Sub: Overdraft of Rs. 1,00,000 We are happy to note the growth of your business within a short period of time. We take pleasure in helping our customers. General practice is to sanction overdraft against collateral securities. We suggest you to provide some collateral security, such as shop, building, deed of any investments etc. Tf it is not possible, as a special case, we can also consider guarantee from reputable person. It is a matter of general policy of the banks. We assure you of our best cooperation at all times. Yours sincerely, Model 200: Dishonoured cheque RAJESH BANK LTD. Cantonment Agra-282 002 24th Nov., 20... Mr. HS. Dubey, PS.H. College, Agra-282 O11Banking Letters 253 Dear Sir, I regret to inform you that a cheque bearing No. PR 32435 dated 10th Nov., issued by you in favour of Messrs. Rajagopal & Sons for Rs. 1,800/- was accepted to make the payment, but the same was returned unpaid for want of sufficient funds in your account. Perhaps you might have forgotten to verify the balance before the cheque was issued. ‘We do not wish to return the cheque of our customers for lack of funds. I, therefore, request you to maintain the amount sufficient to meet all the cheques, issued by you in future. Yours faithfully, for Rajesh Bank Limited, Agra. Agent. Model 201: Reply to drawer (dishonoured cheque) RAJESH BANK LTD. Gwalior. 23rd Sept., 20... The Bharat & Company, Gwalior. Sirs, Please refer our letter dated 22nd Sept. We regret to inform you that the cheque was post dated. Then how could it be possible for us to encash the cheque, drawn at post date. You may perhaps be unaware of this fact. Please correct the date and return it for encashment by us. Please be careful in making cheques. Yours faithfully, Agent. Model 202: Dishonoured cheque BHARAT & COMPANY Gwalior. 25th Sept..... The Agent, Rajesh Bank Ltd., Gwalior. Dear Sirs, I am sorry to hear that a cheque bearing No. AB 4567 dated 15th Sept. for Rs. 950,00 in favour of M/s. Jain & Co. was returned to the party unpaid. You may notice that my current account balance is Rs. 2,460.00 as on date. Even then the aforesaid cheque has been dishonoured by you. I request you to Jet me know the reasons as to why the cheque could not be encashed. Yours faithfully, for Bharat & Co.,254 Modern Commercial Correspondence Model 203: Signature not tallied JAIN & CO. Jabalpur. 22nd Sept., 20... M/s. Sharma Stationers, Jabalpur. Dear Sirs, The enclosed cheque No. 542 dated 15th Sept., for Rs. 530/- (Rupees Five hundred and thirty only) has been returned by the Bank for the following observation : 1. Another signature is required. 2. The date is overwritten which requires attestation of the drawer. Therefore, it is requested that the needful corrections may be done in the cheque and sent back to us for encashment. x Yours faithfully, for Jain & Co., Model 204: Requesting to produce the passbook BANK OF JABALPUR Jabalpur. 15th Dec., 20... M/s. Ramesh & Co. Jabalpur. Dear Sirs, Since our financial year is ending on 31st Dec., it is requested that your current account passbook may be sent to this office so as to enable us to make the entries. Yours sincerely, Agent Model 205: Sending the passbook RAMESH & CO. Jabalpur. 16th Dec., 20... The Agent, Bank of Jabalpur, Jabalpur. Dear Sir, As you have desired, I am herewith enclosing my passbook to make entries up to date. Yours sincerely, for Ramesh & Co.,Banking Letters 255 Model 206: Requesting for an overdraft R.K. Jain B.Com., Kochi-682 034 Premchand Shop. 22nd Sept., 20..... The Agent, Cochin Bank, Kochi-682 033. Sir, Sub: Overdraft The Deepavali festival is fast approaching and I am required to stock enough textiles for the seasonal sales. Our suppliers are unable to give us loan for Rs. 25,000.00 at present. In these circumstances, I will be grateful to you if you allow us an overdraft for Rs. 25,000/-. I will undertake to repay the amount of overdraft on or before 30th Dec. At present my godown contains goods worth Rs. 45,000/-. From the Government departments alone Rs. 35,000.00 are due to me. I fully hope to get an overdraft as I desire for which I will be grateful to you. Yours faithfully, RK, Jain. Model 207: Sanction of overdraft COCHIN BANK Kochi. 11th Oct., 20... Shri R.K. Jain, Premchand Shop, Kochi. Dear Sir, Sub: Overdraft With reference to your application dated 22nd Sept., 20... for an overdraft, it is informed by our Head Office that an overdraft of Rs. 10,000/- can be granted to you. Since that is a special grant to you, its repayment must be made on or before 30th Dec., 20... Our Head Office has also instructed us to obtain a personal guarantee from a customer, who is having deposits more than Rs. 9,000/- with us. The necessary forms are enclosed herewith. Yours sincerely, Agent.