Lecture 6

Types of business letter layout

Layout patterns/ styles:
indented style
block style
semi-indented style
The indented style requires:
letterhead
inside address
complimentary close
signature block
each line be indented as compared to the line above
closed punctuation (full stops, commas, etc) is used after each element and line of these
layout items
letter body
the first line of each paragraph is indented
reference line
date line
complimentary line
are placed on the right-hand side
The block style
all layout items are placed on the left-hand side
punctuation is omitted from all the items except for the main letter body
each line of the paragraphs starts in the left-hand margin
paragraphs are separated by double space
The two patterns differ from many points of view
However, the use of punctuation in the main body of the letter is compulsory in both cases.
Combinations of the two patterns:
semi-block style - (when some elements are placed in the centre of the paper or on the
right-hand side)
semi-indented style

indentation of the first line of each paragraph

full punctuation (inside address, salutation, complimentary line,
signature block and enclosure line)

MAKING AN ENQUIRY
Complete the following letter and then answer the questions:

SUNSHINE Hotels
10 Lion Street
7 AHD Amsterdam
The Netherlands
15 December 2003
Your ref:
Our ref: AC/gc/ Amst 03
The ROMFAST Bank
12 Queen Mary Street
District 3
Bucharest
Romania
Dear Sirs
Re: Banking services
We 1 your 2 from Mr Toma Dnescu, General Manager of "RomTour"- Bucharest,
who has 3 you as one of the most reliable banks in Romania.
We are 4 the hotel5 and our 6 of hotels is well-known 7 Europe. We have
recently 8 the Romanian market, with two 9 in Bucharest and we would 10 to
11 your bank for paying 12our staff 12our suppliers.
We would 14 if you 14 send us 15 about the card system and credit lines you
can 16 us.
We look 18 to 19 from you soon.
Yours 20
SCarlsson
Steven Carlsson
Head of Finance Department

1.
2.
3.
4.
5.

Who writes on behalf of SUNSHINE Hotels?

Who is the addressee?
What information is given in the first paragraph?
What does Mr Carlsson say in the second paragraph of his letter?
Which of the phrases below would you use to refer to Mr. Carlsson's action?
He is arranging a meeting
2

 making payment
sorting out letters
giving a presentation
making an enquiry
making a proposal
Letters of enquiry asking for information
You make an enquiry in order to find out:
where you can find the product
how much you have to pay for it
if you can get a discount
what quantities of that product are available
how soon the supplier may honour your order
what similar products are available on the market
The paragraphs of an enquiry letter have clear functions:
Pa
1st

Function
introduction
(how you found information
about the addressee: name,
address, type of business
etc.)

2nd

;
3rd

las
t
pa
rag
ra
ph

giving additional
information about
the situation;
giving brief
information about
your company;
offering to give
further information;
launching the
request.
ending the letter (a
formal sentence to
close politely)

Examples
"We have found the September issue of your
magazine in the library of "RomTour"-Bucharest."
"Mr. Steven Robson, Managing Director of
FINDAS Corporation, one of our partners, has
recommended your company to us and "
"We have heard of your firm at the 3rd Fair of
Consumer Goods in Tokyo last year."

"We are in the hotel industry and our chain of

hotels is well-known throughout Europe"
"Our company is involved in road building."
"We will be happy to offer you further details."
"We would like your comments on the possibility
of organising a joint conference."

"We would appreciate if you would consider our

proposal for a partnership."
"Could you please send us your catalogue and price list?"
"We look forward to hearing from you."

The general structure of an enquiry letter:

may begin directly with the request
information about the sender + his interest in the request made
3

 has to indicate the source of information, which has facilitated the enquiry
Letters enquiring about people more specific
it shows clearly who you are enquiring about
describes the situation that has led to the enquiry (promotion to a top position,
new employment, a prospective merger/partnership etc.)
Recommendations:
include a set of clear questions that will help the respondent to structure the answer
accordingly
these letters should
the information supplied should be used for business purposes only
getting or giving information about someone with the permission from the person
concerned
such information must be treated confidentially
REPLIES TO ENQUIRIES
A serious businessperson will always answer an enquiry.
Answers:
- positive an order or a contract will follow

negative (refusal)
Interested in the proposal answer it promptly!
Experienced business people use to move fast:
confirm the letter: orally, over the phone, by e-mail
a formal letter will be sent later
Read the enquiry reply letter below and then find in its text the parts that comply with the
functions given in the list below:
a.
b.
c.
d.
e.

confirming receipt of enquiry and thanking for the letter

expressing satisfaction for being contacted
giving specific information in answer to the questions in the enquiry
taking action
closing optimistically, expressing hope for future co-operation

ROMFAST BANK
23 King Ferdinand Bulevard
District 1, Bucharest
Romania
20 December 2003
Your ref: SC/gc/Rom.03
Our ref: OD/ms/ Amst 03
The SUNSHINE Hotels
10 Lion Street
7 AHD Amsterdam
The Netherlands
Dear Mr Carlsson,
Re: Your letter of 15 December 2003
Thank you for your above-mentioned letter enquiring about our banking services. As you
have found out from some of our clients, our standards are high and our services prompt
and efficient.
We have recently developed our range of products, including some new credit lines, which
are successfully used by many large Romanian firms and foreign companies working in
Romania.
We are sending you enclosed a detailed description of our products and hope that you will
find them suitable for you. Please contact us by phone or e-mail if you have additional
questions. Our staff will be glad to help you make the best choice.
We look forward to hearing from you soon.
Yours sincerely
ODumitrescu
Oana Dumitrescu
Head of Marketing Department

2. Giving negative replies to enquiries

2.a Complete the following sentences that are often used in letters expressing refusal:
1. We are __________ that we ___________ send the goods so soon.
2. We ________sorry ______ we ________ unable to help you ______ developing the project.
3. We are sorry to _________you that we __________invest in hotel industry.
4. We _________ that we are __________to grant you such a big loan without third-_______
guarantee.
5. We ____________ inform you _______ the C12 video projectors are _____ of stock.
6. We _________to inform you that the opening you are interested in was filled two weeks ago.
7. ____________, you have failed to supply the goods as per the contract.

2.b Now fill in the paragraphs below taken from two letters of refusal:
"We 1 to inform you that we no 2 manufacture the projector type you are 3 in.
Instead, we could 4 you a similar product at an affordable 5 and significantly 6
characteristics."
" Thank you for 1 letter 220 June 2004 3 about a bank 4.
After careful 5 of your documents, we 6 to 7 you that we are 8 to help you.
9, you do not 10 sufficient collateral, as it results 11your documents."
A letter of refusal
carefully worded
the general tone of the letter respect and understanding
to create a favourable atmosphere for a possible relationship in the future
Stages:

confirm receipt of the enquiry letter

express regret (for not being able to help)

give reasons for your negative answer

offer an alternative (if possible)

6

end on a friendly, encouraging tone

STAR Bank
5 Long Street
Edinburgh
3E 56 EG
Great Britain
Grungwald and Son
24 Forest Street
Amsterdam
The Netherlands
Dear Mr Grundwald
Reply to enquiry
Thank you for your letter 118 May 2002.
2 your proposal is very attractive, we 3 that we are 4 to invest in
your project for the moment.
5 some management changes, we 6 restricted our 7 funds for a
certain 8of time. We 9 move back to our 10 investment 11 as
12 as some old 13 will 14been 15. We estimate that this will not
16more 17six months. 18 your proposal is really interesting; we can
take your project as a priority at that time.
Thank you again for your19.
20 our proposal does 21fit you, we would like to 22you every
success in the future.
Yours 23

MBray
Mary Bray
Head of Investments Department