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SUBMITTED TO: SIR FARRUKH KAMRAN

SUBMITTED BY: FAHAD RASHEED
REG #: PHR120192016
SEMESTER: 2nd Pharm-D
ASSIGNMENT: BUSINESS LETTER
DATE: 5 SEP, 2020
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Contents
Business Letter ........................................................................................................................................................................ 3
Structure of Business Letters .................................................................................................................................................... 3
Heading: ............................................................................................................................................................................. 3
Date:................................................................................................................................................................................... 3
Inside Address: .................................................................................................................................................................... 4
Salutation: .......................................................................................................................................................................... 4
Body: .................................................................................................................................................................................. 4
Closing: ............................................................................................................................................................................... 4
Signature: ........................................................................................................................................................................... 5
Enclosure: ........................................................................................................................................................................... 5
Types of Business Letter ........................................................................................................................................................... 5
Sales Letters:....................................................................................................................................................................... 5
Order Letters:...................................................................................................................................................................... 5
Complaint Letters: ............................................................................................................................................................... 5
Adjustment Letters:............................................................................................................................................................. 6
Inquiry Letters:.................................................................................................................................................................... 6
Follow-Up Letters: ............................................................................................................................................................... 6
Recommendation letters: .................................................................................................................................................... 6
Confirmation letter: ........................................................................................................................................................... 7
Circular Letters: ................................................................................................................................................................. 7
Appreciation letters: .......................................................................................................................................................... 8
Format of Business Letter......................................................................................................................................................... 8
Block:.................................................................................................................................................................................. 8
Semi-block: ........................................................................................................................................................................10
Indented Format: ...............................................................................................................................................................11
Good-News Messages: ............................................................................................................................................................12
Bad-News Messages: ..............................................................................................................................................................13
Complaint Letter .....................................................................................................................................................................14
Cause of drafting complaint letter:......................................................................................................................................14
Adjustment Letter...................................................................................................................................................................15
Factors to be considered while drafting Adjustment Letter: .................................................................................................15
REFERENCES ...........................................................................................................................................................................17
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Business Letter
A Business Letter is type of letter which serves as a means of communication written for various
commercial purposes. These purposes can be a business deal, complaint, warning, notice,
invitation, declaration, information, apology and various other corporate matters. Letters of
business are the most popular and the most widely written types of letters. Business letters are
also the oldest form of official correspondence and perhaps the propagators of mailing system.
(Targetstudy, 2013)

Business letters are formal paper communications between, to or from businesses and usually
sent through the Post Office or sometimes by courier. Business letters are sometimes jokingly
called snailmail (in contrast to email which is faster).

The term “business letters” refers to any written communication that begins with a salutation,
ends with a signature and whose contents are professional in nature. Historically, business letters
were sent via postal mail or courier, although the internet is rapidly changing the way businesses
communicate. There are many standard types of business letters, and each of them has a specific
focus.

Structure of Business Letters

Business letter is one which appears well, is written well and communicated well. It includes
several parts and the parts are arranged in sequence to make it meaningful. Arranging various
parts in proper sequence in letter is called structure of business letter. The structure is heading,
opening, body and closing:

Heading:

Heading is used to convey a positive image of the company. Because it includes the company’s
address, phone and often email. It is not necessary to include that information again in the body
of the letter. Sometimes the writer will provide a direct phone number or personal email address
if the action statement calls for direct communication. (tyrocity.com, 2008)

Date:

Full date must be included in the letter. The date can be any agreement being made because the
letter is a formal document, often used in contract situations, the date can be extremely
important. The letter is usually dated the same day on which it is mailed, but whatever
agreements are included in the letter are considered effective as of the date of the letter.

Indicating the date the letter was written (the date of completion if the letter is written over a
number of days), the date line is two inches below the top of the page. Depending on the format
used for the letter, the date is either left justified, or tab to the center and then type the date.
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When writing to a company in the USA, write the date in American date format with the month
written out followed by the day and year (for example: July 12, 2016).

Inside Address:

Two spaces below the date are the full name and business address of the person to whom the
letter is addressed. If several people are receiving the letter, all their names and addresses should
appear. The address on the letter should be the same as the address on the envelope. As with the
date, there can be legal consequences for inaccuracies. The address on the letter is presumed to
be the one to which the letter is actually sent. If it is incomplete or inaccurate, a recipient can
make the case that the letter was mailed to the incorrect address as well.

Salutation:

The salutation is placed one line below the Inside Address and uses the same name and personal
title. If you know the person and usually address them by their first name, it is acceptable to use
only the first name (such as: Dear James :). However, in all other cases the salutation should be
the personal title and last/family name of the recipient followed by a colon. If the recipient’s
gender is unknown use non-gendered salutation such as their job title followed by the recipient’s
name. Another way to address the recipient when gender is unknown is to use the recipient’s full
name (for example: Dear Chris Simmons: if you do not know Chris’ gender). Leave on line
blank after the salutation.

Body:

The body is the meat of your letter. For both Block and Modified Block formats, each paragraph
should be single spaced and lefts justified in the body of the letter. For Semi-Block format indent
the first line of each paragraph. Leave on line of blank space between every paragraph. Business
letters should be clear and direct, stating information concisely without extra information or
fancy syntax. The first paragraph should contain a friendly opening followed by a statement of
the main point. A justification of the importance of the main point should appear in the next
paragraph. Use the next few paragraphs to continue justification, supplying background
information and supporting details. The closing paragraph includes a restatement of the purpose
of the letter as well as any requests for action that may be necessary.

Closing:

Two spaces below the final paragraph of the letter, a traditional closing line, generally
“sincerely” or “respectfully,” end the letter. If the situation calls for a warmer tone, the closing
might be “cordially,” “best wishes,” or “regards.”
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The closing begins at the same vertical position as the date line. It is places one line after the
final body paragraph. Only the first word is capitalize (for instance: Thank you) and four lines of
space are left between the closing and the sender’s name to leave space for the signature. If the
salutation was followed by a colon, a comma follows the closing, but in all other cases there is
no punctuation following the closing.

Signature:
Skip at least four lines after the close for your signature, and then type out the name to be signed.
This often includes a middle initial, although it is not required. Women may put their title before
had to show how they wish to be addressed (Ms., Mrs., Miss). The signature should be in blue or
black ink.

Enclosure:

If any documents were enclosed with the letter, like a resume, this is indicated by typing the
word “Enclosures” one line below the closing. You may choose to list the name of each
document included. This is a particularly good idea if multiple documents are enclosed,
especially if you need to be sure that the recipient is aware of each document. (csub.edu, 2016)

Types of Business Letter

The mode of sending the letter can be anything from handwritten, to typed to e-mail, all the
forms are considered for Business letters. There are different types of Business letters with
different intentions and purposes.

1) Sales Letters:

Typical sales letters start off with a very strong statement to capture the interest of the reader.
Since the purpose is to get the reader to do something, these letters include strong calls to action,
detail the benefit to the reader of taking the action and include information to help the reader to
act, such as including a telephone number or website link.

2) Order Letters:

Order letters are sent by consumers or businesses to a manufacturer, retailer or wholesaler to

order goods or services. These letters must contain specific information such as model number,
name of the product, the quantity desired and expected price. Payment is sometimes included
with the letter.

3) Complaint Letters:
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Complaint letters are the types of Business letters written by one party to another party or entity
to convey dismay about a certain issue. Complaints are indicators that something has gone wrong
and that has been indicated by a formal business letter.

A customer may issue a product complaint letter to address something that is wrong with the
product or to highlight a deficiency in services leading to dissatisfaction. The complaint letters
are short and usually direct in nature, addressed to the company or person or department in
charge.

Sometimes complaint letters may also contain steps to rectify the problem or expected
compensation. A complaint letter is followed by an acknowledgment letter and then an apology
letter, if applicable.

4) Adjustment Letters:

Adjustment letters are the ones that are sent to the customers as a response to their claim or
complaint. The adjustment can be either in customers’ favor in which case, the letter should
begin accordingly and if it is not in the favor of the customer, the tone should be kept factual
with a message that you understand the complaint.

5) Inquiry Letters:
These types of business letters are sent for inquiry about certain information. The primary
purpose is to know about something or if someone has any query which needs to be answered.
The inquiry letter is to be kept short and to the point with directly addressing the inquiry.

The person who asks query is called an inquirer and the inquirer should make sure to include his
address and contact details for the authorities to get back to them.

6) Follow-Up Letters:

Follow-up letters are usually sent after some type of initial communication. This could be a sales
department thanking a customer for an order, a businessman reviewing the outcome of a meeting
or a job seeker inquiring about the status of his application. In many cases, these letters are a
combination thank-you note and sales letter.

7) Recommendation letters:

A recommendation is needed when a prospective employer asks for references from the
candidate before they hire them. A recommendation serves as an assurity about the background
and the profile of the candidate.
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The recommendation letter can be from anyone like a previous employer, university professor or
anyone with whom the candidate has been in contact or worked with before but should not be a
direct relative.

8) Acknowledgment Letters:
Acknowledgment letters act as simple receipts. Businesses send them to let others know that they
have received a prior communication, but action may or may not have taken place.

9) Cover Letters:
Cover letters usually accompany a package, report or other merchandise. They are used to
describe what is enclosed, why it is being sent and what the recipient should do with it, if there is
any action that needs to be taken. These types of letters are generally very short and succinct.

10) Letters of Resignation:

A letter that is used to intimate the company that the employee will no longer be serving the
organization is called Resignation letter. The resignation letter is short and contains information
like date of employment beginning, last day of work, employee code, a request to relieve at
earliest and a thank you note for the opportunities given by the organization during employment
tenure.

11) Standard Letters:

Standard letters are sent by businesses to respond to certain queries or as general information.
Many standard letters contain routine information about the organization and its activities.
Most of the organizations have developed a format that is used on a regular basis.

12) Payment Request letters:

These types of Business letters serve the purpose of reminding the payer to pay up the amount
due to the payee. The request letter contains a request for payment of a certain amount before the
final date.

13) Confirmation letter:

Whenever there is a discussion or mutual agreement between two parties, and the discussion
leads to an understanding or mutual agreement, that agreement is quoted in a confirmation letter.

The confirmation letter reiterates the facts and figures of discussion once again and puts it in an
official format confirming everything to avoid further misunderstandings.

14) Circular Letters:

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These types of business letters are sent to a closed group or selected people with the purpose of
being circulated widely. The purpose of circular letters is to either convey customers about the
sale or news or intimate about important information about newly launched or built facilities.
This can also be used to deliver news about new product launches. Circular letters are also used
to reach new and prospect customers to let them know about the new information and
new developments.

15) Appreciation letters:

These types of communication letters are written by senior management to the junior for the
conveyance of gratitude in order to congratulate them on a job well done or in order to motivate
them. These are generally considered a positive letter displaying a gesture of goodwill which
motivates the staff for their work. The appreciation letter is also followed by an appreciation mail
and sometimes, with a reward. (Marketing91, 2019)

Format of Business Letter

A business letter should always follow a certain format and structure to ensure it is received as
professional and up-to-standard. The format of a piece of writing is the way it is organized and
arranged. The format used for a letter is typically determined by the person writing the letter.
Sometimes a company will have a house style for a format in which letters must be written, but
typically the writer must choose the format. The standard formats used for most business letters
written today are: the block, semi-block and indented letter formats. These three formats can all
be used effectively for writing any business letter.

Block:

The block format is sometimes called ‘complete block’ or ‘full block’. In this format, all the lines
of the letter, from the dateline to the last notation, are flush with the left margin. Paragraphs are
not indented but rather begin flush with the left margin. Single-spacing is used within the
paragraphs, and double-spacing between the structure parts of the letter. The salutation should be
typed two lines below the inside address or attention line if there is one. If there is a subject line,
it is typed two lines above or below the salutation. The body of the letter begins two lines below
the salutation or subject line if there is one. Two lines below the last line of the letter, the
complimentary close are typed. The signature block is typed four lines below the complimentary
close. An identification line is typed two lines below the signature block. All other notations
(e.g., enclosure, distribution) are typed two lines below the identification line.
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Fig (1)
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Semi-block:

The semi-block format, sometimes called ‘modified block’. This format differs from the block in
the position of the dateline (and reference line if there is one) and the complimentary close and
signature block. The dateline is usually aligned with the right margin, although sometimes it is
centered in relation to the printed letterhead if this presents a more balanced look. The
complimentary close and signature block can correctly be placed in any of several locations.
Paragraphs are not indented. The spacing of various parts of the semi-block format letter is the
same as for the full block format. The semi-block format is widely used because of the balanced
look it gives to a letter. Since everything is flush with the left margin in the full block format, it
almost appears as if the letter might tip over to the left. In the semi-block format, since the date,
complimentary close, and signature block are toward the right, the letter is balanced in place and
not tipped to either side. (researchgate, 2018)

Fig (2)
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Indented Format:
The person writing the letter may choose also indented format. In that case all the paragraphs are
indented. In the indented format letter, as in the previous formats, various parts begin at the left
margin, except for the date and the complimentary close and the signature. Indented style is
somewhat more complicated than other popular styles of business writing. In indented style, new
paragraphs in a piece of writing are indented that is, they begin about 1.5 centimeters to the right
of the left margin. Other parts of a business letter are moved farther to the right half of the page.
Indented style is one of the older formats for business writing currently in use, though other
formats are becoming more popular. Indented style is a format that many of today’s business
people were trained to use. The sample of indented letter is given bellow (Fig.3). (Researchgate,
2018)

Fig (3)
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Good-News Messages:
The good news letter is usually the easiest to write. It provides positive news, such as awarded
contracts and grants, job offers, information, and other requests.
In a good news letter, you want to relate the news with high emphasis, which means as soon as
you possibly can. In such a letter, you should:

 Open politely and positively

 Move directly to your main point and make it
 Outline the terms (if applicable)
 Reiterate your main point
 Close politely and positively

Example:
"I am delighted to inform you that we have accepted your proposal for a grant from the
Foundation. The Foundation is always eager to support much-needed charities such as yours.
Enclosed you will find a sheet detailing the terms of your grant, including the total amount,
accounting procedures, and how we will assess your progress. Please photocopy the sheet, then
sign, date, and return it by the end of June.
Congratulations on being chosen for the grant. We look forward to working with you in the near
future."
Congratulatory Letters

Another type of "good news" letter is the note of congratulation. Such letters are often used to
build or maintain business relationships. For example, a home improvement company might send
a congratulatory letter to a new homeowner, or a manager might send a congratulatory note to an
employee who's gone above and beyond the call of duty.

For example:
Thanks for your hard work in developing the database of our sales and marketing efforts. You
understood the goals of the project and our department from the very beginning, and it shows. I
especially liked the supporting documentation you prepared for the final product; it was relevant,
thorough, and makes the project that much more useful. You've ensured a useful, stable product
that will be a solid foundation for years to come.

Your talents in conceiving, developing, and delivering this project has been a great asset to our
division and company.

A letter such as this would not only encourage and reward an employee; it could be used by that
employee in support of requests for promotions and pay raises. A congratulatory note sent to a
potential customer can help keep the company's name fresh in the customer's mind. Never
underestimate the power of congratulatory letters.
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Bad-News Messages:
Constructing the bad news letter is a bit trickier. While you want to convey the information as
quickly as possible, you also want to be sensitive to the needs of your readers. The way you
present negative information can have a substantial impact on how the reader views the
information and your role in presenting it. Consider the following examples:
Sample 1
Dear Mr. Freemont:

Your position will be phased out over the next six months. Company needs
change and people have to change with them. We will see whether something
is available for you by that time. I want to encourage you and let you know that
we value your work and presence in the company.

Sample 2
Hello Jim,

I want to encourage you and let you know that we value your work and presence
in the company. Company needs change and people have to change with them.
Your position will be phased out over the next six months. We will see whether
something is available for you by that time.

Sample 3
Hello Jim,

I want to encourage you and let you know that we value your work and presence
in the company. We will always find a place for you in the company if anything
is available. However, company needs change and people have to change with
them. Your position will be phased out over the next six months. But we will
find a place for you if anything is available.

All three letters present the same information, yet differ substantially in how
they present it. You undoubtedly would prefer the third. The second is better
than the first, which is just lousy. Notice that the only difference between the
first and second is the order of sentences. The third only changes the way the
content is worded; the idea is the same.
The main idea here is that, unlike in good news letters, you want to embed the negative
information in secondary positions: in the center of paragraphs, letters, and, if possible,
sentences.
In the first example, the reader is told upfront that his position is being phased out, which may
lead him to conclude that his efforts are not good enough. But the third (and to a lesser extent,
the second) letter praises the employee before breaking the news. Placing positive information in
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front of negative information is called a buffer. Including a buffer is a sign that you're giving the
reader all the respect and consideration he or she deserves.
Also note that the third letter is less abrupt than the others: it assures the reader that everything is
being done to secure his future with the company and that he's getting the attention he deserves.
(Benchmarkinstitut, 2004)

Complaint Letter
In a simple way, the letter written by the customers to convey their complaints to the seller of
goods or to the transport authority is termed as complaint letter. In the process of supplying
ordered goods to the customers, different persons and parties are involved. Therefore, there is
every possibility of inadvertent mistakes being committed by someone. This may create
inconvenience to the customers and even cause them financial loss. Therefore customers write a
letter to inform their inconveniences to the seller or to the transport authority. The letter written
for this purpose is known complaint letter.
In business, occurrence of mistakes is common and natural even though the parties are
causations and careful. Some of the customary mistakes are supplying low-quality products,
charging high prices, low-quality packaging, damage of products due to poor packaging, etc. so
complaint letter is drafted by the buyer mentioning the mistakes occurred or claiming for the
damage to the seller or to the transportation authority. (Thebusinesscommunication, 2013)

Cause of drafting complaint letter:

After placing orders, customers expect that sellers will deliver the products accordingly. If the
seller fails to do so, customers write complaint letter. Such a letter is usually written for the
following reasons or causes:

 Merchandise not received.

 Part of the merchandise not received
 The merchandise received was not received
 Delivery of defective products
 Goods received in a damaged condition
 Quantity of good is not what was ordered
 Goods delivered to wring address
 Delivery of goods is delayed
 Impoliteness of office staff of the seller
 Delivery of mix-up products
 Clerical or bookkeeping errors
 Mistakes in the bill
 Charging high price
 Price included for goods returned
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 Reminders for payment of bill already paid

 Poor quality of packaging
 Faulty insurance coverage
 Missing of products during transportation
 Carelessness of transportation authority
 Ignoring the provisions regarding brokerage, commission, and discount

Adjustment Letter
Adjustment letter is a reply letter to the buyer’s complaint or claim. In other words, when seller
or transportation authority writes letter in response to the complaint or claim letter of the buyer,
it is known as adjustment letter. This letter informs the customer either acceptance or rejection of
their complaints and claims. Acceptance of the claims may take different forms such as simply
regretting the mistakes, or making a correction to the mistakes through the payment of
compensation. Reply to complaint letter plays a vital role in enhancing the goodwill of a
company and maintaining relationships with the customers.
Finally, we can say that an adjustment letter gives an answer to the customer’s claim letter.
Through this letter, the seller notifies the customer whether his claim is granted or rejected. Since
this letter settles the claims of the customers, it is also termed as letter of claim settlement. This
letter helps to build and maintain goodwill with the customers.

Factors to be considered while drafting Adjustment Letter:

1. Acknowledging the claim letter: At the begging of the adjustment letter, the seller
should acknowledge the claim letter of the customer and thank the customer for pointing
out the mistakes.
2. Regretting for mistakes: Reply letter should regret the mistakes and inconvenience of
the seller sincerely. If the seller is definitely at fault, he can apologize by saying,” I am
sorry”, “We apologize” etc.
3. Immediate reply: After receiving a complaint from the buyer, the seller should give its
reply immediately. Delay in reply may create further arrogance.
4. Granting immediate promise: If the customer demands for something specific like a
refund or replacement, the seller should grant the promise immediately.
5. Assuring preventive measures: After receiving the claim from the customers,
preventive measures taken by seller should be indicated. Seller must also assure the
customer that he will not face any such inconvenience in the future.
6. Offering further cooperation: In order to promote the goodwill of the company and
sustain a relationship with customers, the seller should offer further cooperation and
assurance of satisfaction.
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7. Convincing customer: If the claim of the customer is unfair, unreasonable and unjust,
the seller should not react violently. Rather, he should convince the buyer to consider the
matter from the seller’s angle.
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REFERENCES
Benchmarkinstitut. (2004, Jan 21). Good news and Bad news. Retrieved Sep 5, 2020, from
Benchmarkinstitut: http://www.benchmarkinstitute.org/wc/ci/writing_tasks.pdf

csub.edu. (2016, jul 12). Parts of a Business Letter. Retrieved sep 5, 2020, from csub.edu:
https://www.csub.edu/wrc/_files/The%20Parts%20of%20a%20Business%20Letter.pdf

Marketing91. (2019, Dec 18). Types Of Business Letter. Retrieved Sep 5, 2020, from Marketing91:
https://www.marketing91.com/15-types-of-business-letters/

researchgate. (2018, May 12). Business Correspondence Style and Format. Retrieved Sep 5, 2020, from
researchgate:
https://www.researchgate.net/publication/282590772_Business_Correspondence_Style_and_Format

Researchgate. (2018, May 12). Business Correspondence Style and Format. Retrieved Sep 5, 2020, from
Researchgate:
https://www.researchgate.net/publication/282590772_Business_Correspondence_Style_and_Format

Targetstudy. (2013, jul 18). Business Letter. Retrieved sep 5, 2020, from Targetstudy:
https://targetstudy.com/letters/business-letter/

Thebusinesscommunication. (2013, Dec 18). Meaning of complaint letter. Retrieved Sep 5, 2020, from
Thebusinesscommunication: https://thebusinesscommunication.com/what-is-complaint-letter-cause-of-
drafting-complaint-letter/

tyrocity.com. (2008, jan 31). Structure of business letters. Retrieved sep 5, 2020, from tyrocity.com:
https://tyrocity.com/topic/structure-of-business-letters/