BUSINESS CORRESPONENCE REVISION

CHAPTER 1
Points to remember
 Meaning of Business Correspondence
 Importance of Business Correspondence
 Essential Qualities of a Good Business Letter
Inner Qualities: Simplicity, Clarity, Accuracy, Completeness, Relevance, Courtesy, Neatness; (*****)
Outer Qualities: Quality of paper, Color of the Paper , Size of the paper , Folding of letter, Envelope
(*****)
 Parts of a Business Letter
 The essential parts of a business letter
Different parts of a business letter
1. Heading 7. Body of the letter
2. Date 8. Complimentary close
3. Reference 9. Signature
4. Inside Address 10. Enclosures
5. Subject 11. Copy Circulation
6. Salutation 12. Post Script
 Style (*****)
1. Full block
2. Block
3. Semi-block
4. Official
 Checklist
 Format (*****)

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Format of a Business Letter

Tel. Name of the firm E-mail:

Fax. Postal Address Website:
Ref. Dated:
To
Name and address of the person to whom letter is sent
Subject:
Salutation,
_________________________________________________________________________
Opening part
___________________________________________________________________.
Main part
_____________________________________________________________________.
Concluding part
________________________________________________________________.
Complementary close
Signature
(name)
Designation

Enclosures
CC
PS

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 CHAPTER 2: TYPES OF BUSINESS LETTER
Revise general information about these types of business letters
 Business Enquiry Letter
 Quotation Letter
 Order Letter
 Complaint Letter
 Recovery Letter

CHAPTER 3: ENQUIRIES
A. Methods of enquiry
asking for catalogues, price-lists, prospectuses; asking for details; asking for samples, patterns,
demonstrations; suggesting terms, methods of payment, discounts; asking for goods on approval or on sale or
return; asking for an estimate or tender.
B. How to write a letter of enquiry
Opening:
 Tell your supplier what sort of firm you are.
 How did you hear about the firm you are writing to? It might be useful to point out that you
know a firm‟s associates, or that they were recommended to you by a consulate or Trade
Association.
 It is possible to use other references:
Body:
o Asking for catalogues, price-lists, prospectuses
(some information about yourself but remember to supply address, phone number, telex, and fax
number; briefly point out particular items you are interested in.)
o Asking for details
(be specific and state exactly what you want. If replying to an advertisement, mention journal or
newspaper, date, and quote box number or department number given)
o Asking for samples, patterns, demonstrations
(be specific about what you want supplier to send you)
o Suggesting terms, methods of payment, discounts
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 (mention that you usually expect certain concessions by suggesting your terms you indicate that certain
conditions may persuade you to place an order.)
o Asking for goods on approval or sale or return
(wholesalers and retailers want to see how a line will sell before placing a form order  asking to buy
goods on approval or on a sale or return basis)
o Asking for an estimate or tender
(tell what kind of company you are and some details of the bid.)

Closing
 a simple „thank you‟ is sufficient but you could mention that a prompt reply would be appreciated,
certain terms or guarantees would be necessary.
 also indicate further business, or other lines you would be interested in.
Points to remember
1. Enquiries can take the form of telephoned, telexed, or faxed requests for information: use these forms
if enquiry is brief; for full enquiries, write letter.
2. Give details of your own and ask for information from prospective supplier.
3. Be specific and state exactly what you want.
4. Ask for samples if you are uncertain about a product.
5. Suggest terms and discounts, but be prepared for your supplier to make a counter-offer.
6. Be direct, yet still polite.
7. Close with a simple „thank you‟ or „I look forward to hearing from you‟, unless you want to indicate
the possibility of substantial orders or further business.

CHAPTER 4: REPLIES AND QUOTATIONS

How to write a letter to reply to the letter of enquiry (note: form, style, language, content...)
Opening
- Mention your prospective customer‟s name. If the customer signs the letter Mr B. Green, then begin Dear
Mr Green, not Dear Sir
-Thank the writer for his/her enquiry.
- Mention the date of his/her letter and quote any other references that appear.
Body
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 -Confirming that you can help: Let the writer know as soon as possible if you have the product or can
provide the service he/she is enquiring about, (write briefly).
-‘Selling’ your product: Encourage or persuade your prospective customer to do business with you.
Mention one or two selling points of your product, including any guarantees you offer
- Suggesting alternatives: If you do not have what the enquirer has asked for, but have an alternative,
offer it to him, not criticize the product he originally required.
-Referring the customer elsewhere: you may not be able to handle the order or answer the enquiry, If
this is so, tell him and if possible refer him elsewhere;
- Catalogues, price-lists, prospectuses, samples: enclose current catalogues and price-lists , and if prices
are subject to change, then let your customer know.
- Demonstrations, representatives, showroom visits:, the company might send a representative, or
adviser if equipment is to be installed.
Closing
-Thank the customer for writing (in the beginning of the letter or at the end.
-Encourage further enquiries.
What should be mentioned in Quotations?
 Prices (may or may not include other costs and charges such as transport, insurance, and taxes, gross
prices, net prices, Incoterms)
 Discounts (trade discount, quantity discount, cash discount)
 Methods of payment (letter of credit, bill of exchange, etc.)
 Quoting delivery (specifies a delivery date)
 Fixed terms and negotiable terms (leaving room for negotiation, methods of payment and discounts are
fixed)
 Giving an estimate (in tabulated form in a letter, send their official estimate form with a covering letter)

CHAPTER 5: ORDERS
Placing an order (covering letters, confirming payment, discounts, delivery dates, methods of delivery,
packing); acknowledging an order; advice of despatch; delays in delivery; refusing an order (out of stock, bad
reputation, unfavorable terms, size of order).
1. Placing an order: sending a covering letter with the order form
Even if you use an official order form when placing an order, send a covering letter confirming terms of
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payment, discounts, delivery, and packing.

Opening
 Explain there is an order accompanying the letter
Body
 Payment: Confirm the terms of payment
 Discounts: Confirm the agreed discounts
 Delivery: Confirm the delivery dates
 Methods of delivery: advise the firm as to how you want the goods packed and sent to ensure prompt
and safe delivery
 Packing: Advise your supplier how you want the goods packed.
Closing: expect delivery and acknowledgement....

2. Acknowledging an order: as soon as an order is received by a supplier, it should be acknowledged.

This letter can be quite short
3. Advice of despatch: when sending an advice, explain how the goods are being sent and let your
customer know how to identify the consignment
4. Delays in delivery: problems raised with delivery, tell your customer immediately what you intend to do
to correct them. Apologize for the inconvenience.
5. Refuse an order
 Give some common reasons: Out of stock , Bad reputation, Unfavorable terms, Size of order
 You must be polite
 Reject & refuse: negative tone → use decline or turn down.

CHAPTER 6: PAYMENT
Invoices
• Requests for payment and records of transactions → provide buyer & seller information about goods
bought or sold, sale terms and transaction details.
• Often accompanied by a short covering letter giving additional information customers need.
Pro-forma invoices

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 • An invoice with “pro-forma” typed or stamped on
• Uses: in some special cases
• Accompanied by a covering letter
Statements of account
 listing all transactions between the buyer and seller for the period of open account facilities (debit notes,
credit notes, at means up to this date)
Settlement of accounts
 Method of payment: home trade
 Method of payment: foreign trade
 Advice of payment: Letters advising payment (home trade: short and routine)
Letters confirming payment (foreign trade): complicated if used to make certain points.
 Acknowledgement of payment: Letters acknowledging payment: short (thanks...)
Asking for more time to pay
• Begin the letter with creditor's name
• Refer to the account and apologize in clear, objective language.
• The verbs clear and settle the account used instead of pay.
• Explain why you cannot clear the account. But do not be dramatic.
• If you cannot offer a part payment, give as precise a date of payment as you can.
Replying to requests for more time
• If you agree → a short letter.
• If you refuse → explain why you are refusing.
• An offer of a compromise → explanation.
Requests for payment (In the form of a polite enquiry, make the letter as impersonal as possible (using definite
article, passive voice, and modifying imperatives)
Second request for payment
 Write a polite letter which allows for the fact that there may be a good reason why the account has not
yet been cleared.
Second request for payment
• If customer acknowledges first request but still does not pay, or answer your letter → make a second
request.
• Include copies of relevant invoices and statements, and mention previous letter
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 • State that you have not received payment, or any reply.
• Insist that you receive payment or an answer within a certain time.
Third requests (Final Demands)
• Review the situation from the time the account should have been paid.
• Explain that you have been patient.
• Inform customer what you intend to do, but do not threaten legal action unless you intend to take it, as it
will make you look weak and indecisive.
Reply to first request
Reply to second request

CHAPTER 7: COMPLAINTS AND ADJUSTMENTS

Unjustified complaints; writing general complaints - Complaint of damage, bad workmanship, non-delivery,
accounting errors.... (the language of complaints, explaining the problem, suggesting a solution); replying to
letters of complaint (getting time to investigate, explaining the mistake, solving the problem, rejecting a
complaint); accounting errors and adjustments (debit notes, credit notes).
1. Writing general complaints: use the passive and impersonal structures; do not be rude or personal
Opening: do not delay, do not apologize
Body:
 Explaining the problem: If you know how the mistake was made → politely point it out to the supplier.
 Suggesting a solution
Closing: mention that this mistake, error, or fault is an exception, and of course you should apologize for
the inconvenience your customer experienced.

2. Reply to complaint letters: Before writing a letter of complaint, make sure you have got your facts right.
Remember that, whether your customer‟s complaint is right or wrong, he/she is your customer and his/her
comments about you to other people in your trade or profession can either improve or damage your reputation:
Form
Opening: Acknowledge the complaint, and thank customer for informing
Body
 Getting time to investigate the complaint: tell what you are doing immediately
 Explaining the mistake: take responsibility & explain mistakes
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  Solving the problem: correct mistakes and inform customer of your actions.
 Rejecting a complaint: With unjustified complaint → firm but polite answer and try to give
explanation of problem, but sympathize about the inconvenience it has caused.
Closing
 Mention the mistake is exception
 Apologize for inconvenience for customer.

Chapter 8 Banking
A. Some points to remember:
1 Merchant banks and commercial banks in the UK
2 Commercial bank facilities
3 The two main methods used in settling overseas accounts: bills of exchange (at sight, payable on presentation,
or after sight, payable at a stipulated date in the future) and documentary credits (revocable and irrevocable)

B. Have a thorough look at specimen letters and form:

- Administrative letters:
+ Opening a current account
+ Change of signature
+ Request for standing order
+ Cancellation of a cheque
+ Transfer of money from current account to deposit account
+ Advice of an overdrawn account
+ Reply to advice of an overdrawn account
+ Request for an overdraft or loan
+ Grant of a loan
+ Refusal of an overdraft
- Bill of exchange transactions
+ Letter advising despatch of a bill
+ Letter advising despatch of a sight draft
+ Request to a bank to forward a bill
+ Request to a bank to accept a bill
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 + Non-payment of a bill
- A documentary credit transaction
+ From the importer to his bank
+ From the importer to the exporter
+ From the agent bank to the exporter
+ From the exporter to the agent bank
+ From the exporter to the importer
+ From the importer’s bank to the importer
+ From the importer to the exporter
+ From the exporter to the importer

Chapter 9 Agents and agencies

A. Some points to remember:
Types of agencies( brokers, buying and selling agents); finding an agent; offering an agency ( convincing the
agent, exclusive or non-exclusive agency, area to be covered, commission, settlement of accounts, support from
the principal, delivery, duration of the contract, disagreements and disputes, special terms); asking for an
agency (convincing the manufacturer, suggesting terms).
B. How to write a letter of finding an agent
Opening Part: - Tell the organization who you are
- Explain what you want
Closing Part: - Close by saying that you would be grateful for any help that can be given.
C. How to write a letter of offering an agent
Opening Part: - Tell the agent how you obtained this name.
- Explain who you are
Body part:
- Convince the prospective agent
- Exclusive or non-exclusive agency
- Area to be covered
- Commission
- Settlement of accounts
- Support from the principal
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- Delivery
- Duration of the contract
- Disagreements and disputes
- Special terms
D. How to write a letter of asking for an agency
Opening Part: Explain who you are and how you saw or heard of manufacturer‟s product
Body part:
- Convincing the manufacturer
- Suggesting terms

Chapter 10 Transportation and Shipping

A. Some points to remember:
Road, rail and air transport and documentation; shipping (types of vessels, shipping organizations, shipping
documentation and insurance, forwarding agents); container services and documentation; chartering ships
B. Take all specimen letters into consideration
Road/ Rail/ Air Transport Documentation
- Letter requiring the quotation
- Quotation for delivery by road
- Advice of delivery
- Complaint of damage in delivery
- Reply to complaint of damage
- Complaint to the carrier
- Request for a quotation for delivery by air
- Quotation for delivery by air
Shipping documentation
- Request for freight rates and sailings
- Reply to request for freight rates and sailings
- Introduction to a forwarding agent
- Forwarding agent’s enquiry for freight rates
- Shipping company’s reply
- Confirmation of shipment
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 - Advice of shipment to importer’s forwarding agent
- Advice of shipment to importer
- Delay in arrival of shipment
- Shipping company’s reply
Documentation of transporting by container
- Enquiry to a container company
- Container company’s reply
- Enquiry for a time charter
- Shipbroker’s reply
- Enquiry for a voyage charter
- Shipbroker’s reply

Chapter 11 Miscellaneous correspondence

A. Some points to remember:
1 The conventions governing formality should be observed just as rigorously with social correspondence as
with business correspondence. The writer, e.g. a secretary, should be aware of the relationship of the sender and
the receiver and use appropriate language.
2 Letters of invitation, e.g. to a product launch, should state clearly where and when the event will take place,
and some indication of how formal it is.
3 When cancelling an appointment, you should say why you are unable to keep it.
4 Letters of condolence or congratulation should never be written on someone else‟s behalf.
B. Read all specimen letters to comprehend and master the language, the structure and the format used.
How to write a letter of a reservation
- Air travel
- Train travel
- Hotel
- Conference facilities
How to write a letter of an appointment
- Making an appointment
- Confirming an appointment
- Cancelling an appointment
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 - Follow-up after an appointment
How to write a letter of hospitality
- Request for hospitality
- Letter of introduction
- Letter of thanks
- An invitation
- Accepting an invitation
- Refusing an invitation
How to write a letter on special occasions
- Letter of condolence
- Letters of congratulations

Chapter 12 In-company communications

A. How to write a memorandum
Layout
› Special letter-heading for memorandums:
 Less information about the company
 Indicate the department issuing the memo
› State: who it is to, who it is from, the subject and the date
› Paragraphs: numbered
Guide to contents
 Explain to staff how they will be affected:
 The employees must be told when the policy becomes effective:
 State who will be affected and where:
 Explain what should be done:
 If the memo appears to be complicated, advise staff to contact a manager, supervisor or a departmental
head for explanation
B. How to write a report
Title: explain the report’s
 Introduction: summary of the report and the circumstances or conditions initiating it; the objectives and
limitations of the enquiry
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  Background: allow readers to see how the situation rose, how it can be corrected, improved on, or
changed
 Facts: explain the situation that exists and offers evidence to support the statements that the writer is
making.
 Conclusions: the ideas formed from the evidence; draw together all aspects of the situation.
 Recommendations: follow from conclusions; be suggestions to improve, or change the current situation

Chapter 13 Personal Appointments

A. Application letter
Opening part:
 State what you are doing;
 Give a date or reference
Body part:
 If with an application form, give brief details about yourself, then ask for the form.
 Mention CV in the second paragraph to a letter answering an advertisement
 If you have had more than one job, you could explain why you left each position.
 You should stress your responsibilities and authority in the company(ies), projects you undertook,
changes you effected, or schemes you introduced.
 Remember, your letters are not for the positions themselves, but are for the interviews
Closing part:
Then, have a look through all specimen letters of:
 Unsolicited letter
 Reply to unsolicited letter
 Application form
 Covering letter for C.V
 Curriculum Vitae
 Invitation for an interview
B. How to write a letter of turning down an application
 State reasons for not offering a candidate a job:
C. How to write a letter of offering an application

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  Openings
 Details:
 Close:
Then, read specimen letters
 Letter offering position
 Letter confirming acceptance

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