Philip Stokes 2009 http://philipstokesel.blogspot.

com
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HOW TO WRITE

BUSINESS
LETTERS

IN ENGLISH
PHILIP STOKES
Philip Stokes 2009 http://philipstokesel.blogspot.com
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1.1 Read letters A and B and answer the questions:


A





















1.1a Match the underlined expressions from A to the following meanings
and functions:


i. ..
means to send with
ii.
means concerning or about
iii
is used to show that you want a reply
iv.............
is used to close the letter
v...
is used when you do not know the recipients name



Dear Sir or Madam

I am writing in connection with the Brainiak X-plus computer I bought
from your shop last week.

Unfortunately, when I got the computer home there was no mouse or
keyboard in the box.

I telephoned your store immediately and was told to make a
complaint in writing and to enclose a copy of my receipt.

I look forward to hearing from you as soon as possible.

Yours faithfully


Jack Smith
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B




















1.1b Match the underlined expressions from B to the following meanings
and functions:

vi...
means about or in connection with
vii...
means exchanged or cashed in
viii...
is used when you know the recipients name
ix ...
is used to convince somebody of your sincerity
x..
is used to close a letter when you know the recipients name












Dear Mr Smith

Thank you for your letter of 14 February concerning the computer you
bought from our shop.

Please accept my apologies for the missing components. I would like
to assure you that we make every effort to ensure this sort of thing
does not occur.

I am sending you a replacement mouse and keyboard this morning. I
also enclose with this letter a 10% discount coupon which can be
redeemed against your next purchase at our store.

Please accept my apologies once again.

Yours sincerely


Ms Amanda Howard
Assure / Ensure
To assure means to promise that...
I can assure you that it is true!
To ensure means to make certain...
We ensure all our staff are well trained by sending them
on a 6-week training course.

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1.2 Opening a Letter:

When writing to a company use Dear Sir or Madam

When writing to a man use Dear Mr (+surname)
e.g. Dear Mr Brown

When writing to a married woman use Dear Mrs (+surname)
e.g. Dear Mrs Lee

For an unmarried woman use Dear Miss (+surname)
e.g. Dear Miss Croft

If you are not sure whether a woman is
married or not use Dear Ms (+surname)
e.g. Dear Ms Taylor


In informal letters, where you know the recipient quite well, you may open
with their first name:

e.g. Dear John


! Never open a letter with Mr, Mrs or Ms and a persons first name
e.g. Dear Mr John


1.2a Closing a Letter:

When you open with

Dear Sir or Madam close with Yours faithfully

When you open with

Dear Mr/Mrs/Ms close with Your sincerely

When you open with

Dear (first name) close with Regards


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1.2b Complete the gaps with a correct opening or closing:
















1.3 Beginning the message:

I am writing in connection with

when this is the first letter between you and the recipient

Further to my telephone call on [+date]
Further to my previous letter of/dated [+date]
Further to my email of [+date]

when you have already contacted the recipient about the matter


Thank you for your letter of [+date] concerning
With reference to your letter of [+ date]

when you are replying to a message from the recipient


1.3a Ending the message:

I look forward to hearing from you

when you want or expect a reply

If I can be of any further help, please do not hesitate to contact me.

when you do not want or expect a reply, but are willing to help if
necessary


Opening Closing

Dear Mrs Steele .
Dear . Regards
Dear Sir or Madam
.Mr Greene .
Dear Ms Woodes
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1.3b Complete the gaps with an expression from above (make up dates
where necessary):


i.
Dear Mr Brown
...this morning in which
you asked us to send you a replacement battery, I would be grateful if you
could send us further details about the make and model of your mobile
phone.

.

Yours .

Alan Bell

ii.
Dear
the poor flight I
experienced from Singapore to Hong Kong. The flight was very
uncomfortable and the food was awful. I expect a full refund on my ticket.

..

Yours faithfully

John Moho


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iii.
Dear Mr Moho


your experience flying from Singapore to Hong Kong. As your travel agent we
are not in a position to offer compensation. However, we suggest you contact
the airline directly.

...

Yours sincerely

Melissa Turvy (Ms)









Refund / Compensation
A refund is the return of money paid for goods or services that
were not up to standard. A refund can be part or full either
some or all of the money you paid. Compensation is money,
services or goods given to you by a company when you have
suffered from using their products or services. Compensation
can be less than, equivalent to or more than the price you
paid, depending on how much you suffered.

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All About Watches
Unit 12
Stella Plaza
Bright City
BC1 4QR


2 January ______

Dear _________________


___________________________________________________________________
___________________________________________________.


Unfortunately, ______________________________________________________
_________________________________________________________________
_________________________________________________________________


I must insist, therefore, that _________________________________________.

__________________________________________________________.

___________________




Jay Fox





1.4 On Christmas Eve, you bought a brand new Sulfa Diamond Swiss
Watch, costing 999 from a branch of All About Watches in Bright Citys
Stella Plaza. Now you find that the watch does not keep accurate time it
loses almost ten minutes a day.


Complete the letter below complaining to All About Watches. Before you
start, review the language and structures you have learned in 1.1 to 1.3,
and think about what you want the shop to do. What would be reasonable
in a situation like this?




























23 The Glades
Bright City
BC3 9RS

Tel: 05-319-7564

4

3

2

5

6

6

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1.4a Letter Formatting

Look again at the letter 1.4. Which items below can be matched with a
number?

Recipients address ____ Recipients name _____
Senders address ____ Senders name _____
Recipients telephone number ____ Senders signature _____
Senders telephone number ____ Date the letter was written _____


Notice that:
the recipients address goes on the left side of the letter, and is a little
lower down the page than the senders address, which goes on the right
side and closer to the top.

we do not include the recipients telephone number in the recipients
address. This is because the telephone number is not necessary in order
to deliver the letter to the correct place

we do not include the senders name above the senders address. Instead,
it should appear at the bottom, printed clearly, after the senders signature.

the senders signature MUST include a surname.


















IMPORTANT - the recipients address can often be used by your computers
software to produce envelopes or labels. Therefore, the recipients address in
your letter should appear exactly as you want it to appear on the envelope or
package.

You should include all the information you have that will help to deliver the
letter efficiently. If you know the name of the person that you are writing to,
their job title, position and/or company name, all this information should be
included in the recipients address.
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1.4b Paragraph Functions:

Look at the paragraphs in your letter on page 4. Notice that each paragraph
has a different function. The message has four paragraphs, starting with I am
writing in connection with

Draw lines to match the functions with the paragraph:


First Paragraph making the complaint
Second Paragraph making a demand
Third Paragraph asking for a reply
Fourth Paragraph stating the topic




A letter of complaint will usually follow this pattern. Additional paragraphs
could be included to give more details about the problem, or to make the
complaint stronger (see 1.11).

Notice the key expressions:

Unfortunately, (used when you want to complain)
I must insist, (used when you want to make a demand)


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1.5 You are now ready to write your first FULL letter. On a separate piece
of paper, write a letter of complaint using the details that follow. Use the
letter on page 4 as a guide, and be sure to include all the necessary
addresses, dates, and proper opening and closing.























You ordered 5 DVD movies from an online retailer, FilmClipz, to the
value of 99.99. You gave them your credit card details and were told
shipping would take three to five days. It is now ten days since you
placed your order, but no DVDs have arrived. You have emailed
FilmClipz twice, but you have received no reply. This morning you
checked with your bank and found that your credit card was billed for
99.99 on the same day that you placed the order.

From the website you learn the Customer Services Manager is a
woman named Claire Troy. Write to her to complain. Think about what
you want FilmClipz to do, and include that information in your letter.

Here are the addresses you will need to write the letter. Use todays
date.

The company address is: FilmClipz, Cheapside, Golden City, GL7 9EX

You live at: 35 Pleasant Crescent, Niceton, Bright City, BC7 5AD
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1.6 Responding to Customer Complaints:
Read again Jay Foxs letter from 1.4. Now study the reply below:


















1.6a Match the underlined expressions from 1.6 to the following
meanings and functions:


i...means anytime you like
ii...means about or concerning
iii...means we hope you will do business
with us again in the future
iv...is used to say that you are sorry
v...is used to say what you can do
vi...is used to say what you cannot do
vii...is used to repeat an apology
Dear Mr Fox

With reference to your letter of 2 January concerning the problems with your new
Sulfa Diamond Swiss watch.

I would like to apologise for the problems you have experienced. All the watches we
sell have the highest reputation for accuracy and reliability. Consequently, we take
this kind of complaint very seriously.

We have contacted the manufacturer on your behalf. They assure us that because of
the sophisticated electronic technology used in the watch, the problem you report
cannot be a result of a fault in the watch itself. Therefore, I am unable to offer you the
refund requested in your letter.

However, the source of the problem is almost certainly the battery, and I am delighted
to inform you that we will replace this free of charge. Please bring the watch into our
shop at your convenience. The replacement procedure will only take a few minutes.

Once again, please accept my apologies, and we look forward to your continued
custom.

Yours sincerely