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INTRODUCTION OF BUSINESS LETTERS TYPES OF BUSINESS LETTERS :
ENQUIRIES & REPLIES
PLACING & FULFILLING COMPLAINTS AND FOLLOW-UP STATUS ENQUIRIES COLLECTION LETTERS SALES OR OFFER GOODWILL LETTERS OR GREETINGS CIRCULAR LETTERS
DO AND DON’TS OF A BUSINESS LETTER 7C’s OF A BUSINESS LETTER CONCLUSION
What is a business letter ?
• Business letter is a letter written in formal language, usually used when writing from one business organization to another, or for correspondence between such organizations and their customers, clients and other external parties.
• A Business letter serves the main purpose of communication between two companies, or it is a method to talk to different people within a business.
WHY ARE BUSINESS LETTERS WRITTEN ?
There are many reasons why we may need to write business letters : • • • • • • • • • • • • • to persuade to inform to request to express thanks to remind to recommend to apologize to congratulate to reject a proposal or offer to introduce a person or policy to invite or welcome to follow up to formalize decision
known as the sender to a person/group.WHO WRITES BUSINESS LETTERS AND TO WHOM ? Letters are written from a person/group. known in business as the recipient. Here are some examples of senders and recipients: • • • • • • business «» business business «» consumer job applicant «» company citizen «» government official employer «» employee staff member «» staff member .
To find out customer’s credit worthiness. . To convey detail’s about the sender’s business. To place an order to the supplier. To promote sales. To pass some important information within the organization and outside the organization.When do we need to write business letters ? Assistance in sustaining business relationship.
Create sample Copy. Decide on Physical layout of letter. . Know the recipient of the letter. Establish the facts.How to write business letters ? • • • • • Identify your aims.
/Ms./Mrs. Date Subject: Title of Subject Body of the letter………………………………………………………………………………….. Title/Position of Recipient Company name Address line Dear Ms. Signature Signatory’s printed name Signatory’s position in the company Enclosures Ref.).Indented form Company letter -head Name and address already printed Telephone No. Last Name .. Initials ./Mrs. . fax Reference Mr. Closing (Sincerely..………… …../Dr. Full name of recipient./Mr. Body paragraph 2………………………………………………………………………………………………… Body paragraph 3……………………………………………………………………………………………….
... .... . . .. . . .Full block form Company letter head Name ... . ./Ms. . . ... . ... Last Name: Subject: Title of Subject Body of the letter .. . . .. . ..... . . .. .. . . .. .. . . . . . ... .... .. . Closing (Sincerely. .. ... . ... .. .. ... .. .. . ....... . .. .... .. .. .. . ... . Initials. ... . . . ... .. . . . . . .... .. . .. . ... . .... ... . . . .. .. . ... . .. ./Mrs. .. .. ... .. . .. Full name of recipient....... .. . ../Mr.... . .. .. .. . . . . ... .... . . . ./Mrs.. ..... ..... . . . . . . .. .... .. ... .... ... ... . . .. .). .. .. . . . Signature Signatory’s printed name Signatory’s position in the company Enclosures Ref. . ..... Date (Month Day. Year) Mr. . .... . ... .......... . .. . ... . ... ...... . . . . . ... . . . . . address already printed Telephone & Fax Reference No.... .. . . .. ....... . .. . . .... . . . . . . . .. . ... .. . ....... . . ... . . . .. . . . . .... .. . . . . . . .... .. ... .. Body Paragraph 2 .... . . . . . . . . . .. ... .... .... . ... . . Body Paragraph 3 ...... .. Title/Position of Recipient Company’s name and address line Dear Ms. . .. ........./Dr. .. . . .
An idea of the quantity needed so that supplier may quote the best price. credit. . The details of the sender’s business. service or information.. ENQUIRIES LETTER • A letter of enquiry is essentially an information seeking letter. • • An enquiry may be made either at the sender’s own initiative or in response to an offer / advertisement. Request for terms relating to discount . Enquiries may also be made as a matter of business routine or to ask for a favour. • A letter of enquiry must clearly state the following points a) b) c) d) e) The purpose of the letter whether the writer needs goods . mode of delivery etc. Request for catalogue/price list.
Courteous tone All relevant information about goods . Thanks to the party for interest in the receiver. discount etc. References to the date and number of the letter of enquiry. prices . Whether the catalogue / price list is enclosed or is being sent separately. • A reply to an enquiry must take care of the following pointsa. d. c. e.REPLIES LETTER • A letter of reply to an enquiry must be promptly written so as to be able to secure an order. f. Assurance of best service to the sender of enquiry. b. .
Placing and Orders Fulfilling .
in fact the offer made in the reply is supposed to be attractive enough to secure an order from the buyer. thus continuing the chain of two way communication a buyer seeks information regarding the product service of his need and seller’s effort to make the best possible offer . . manufacture. an order may also be placed without an enquiry if the buyer already knows about the product.advertisement. the seller/supplier through catalogue .INTRODUCTION Enquiries and replies to enquiries lead to orders and their fulfillment.
discount. . quality.passenger train. Specification of goods.Ways to place orders order can be placed in letter form clearly stating the following. time limit. date. catalogue no. reference to the seller’s letter number. truck. insurance. clearly mentioning whether certain goods are to be sent by parcel post . instructions regarding packing. lorry or ship. the manner of payment agreed upon. quantity required. shipment/forwarding directions./price quoted therein.
Pal) . Product Name/Descri ption Quantity Cost Each Total Please send invoice in duplicate Yours faithfully (S. Connaught Place New Delhi.ORDER FORM 16. Andheri (west) Mumbai Dear Sir. Kindly supply the following: S .No Product No. Date: 24/11/2010 The Sales Manager Unique Biotique products 16. Inner circle.
we request you to kindly dispatch them by passenger train. Thank you for catalogue and price list.Pal) .500/- Since we require the above items to replenish our exhausted stock.No 1 Product No.1.New Delhi Yours faithfully (S.000/- 42.500/- 2 6032 3 4253 Moisturizer 100ml almond Cold cream 500pcs 85 ………………… Rs. we are glad to place our first order with you for the following items. S. Inner circle. Connaught Date: 24/11/2010 Place New Delhi. The Sales Manager Unique Biotique products 16. Andheri (west) Mumbai Dear Sir. at 7% discount may please be sent through oriental bank Ltd. Product Name 1047 Quantity Cost Each (RS) Total anti-wrinkle Cream50gms 500pcs 500pcs 100 75 50. carriage forward to new new delhi shall arrange for taking of the goods at our end.000/ 37. 30. The R/R and the invoice.HIMALAYA STORES 16.
FULFILLING ORDERS An order must be promptly acknowledged in either of the following ways By writing a special letter of acknowledgement the acknowledgement of an order has the following aims building up goodwill by expressing gratitude for the customer’s interest in the seller legal acceptance of all the points mentioned in the order reference to the date of receipt of the order statement of when the order will be fulfilled and when it will be delivered Statement of desire to be further service to the customer .
.… the goods ordered by you will be dispatched within……..ANDHERI(WEST) MUMBAI Date--------NO..UNIQUE BIOTIQUE PRODUCTS 16.dated………. We appreciate your cooperation for GEN MANAGER (SALES) .--------thank you for your order letter no ….…….
we are sure . we look forward to a mutually satisfactory and cordial working relationship. we are arranging to send the goods ordered by you within fifteen days by Passenger train . we manufacture and supply a vast range of herbal and natural health –care items . beside these.inner circle Connaught place new Delhi dear sir.we are enclosing herewith our latest catalogue for .we are sure you will be well satisfied with the goods .UNIQUE BIOTIQUE PRODUCTS 16. Yours faithfully Satyam .andheri (west) Mumbai date-29 /11/2010 Himalaya stores 16.you will certainly be interested in ordering a large quantity of them .at this price they represent the best value for your money. Thank you very much for you order letter no…… of NOV 2010.
andheri (west)Mumbai date-29 /11/2010 Himalaya stores 16.inner circle Connaught place new Delhi dear sirs. Yours faithfully Satyam . We are pleased to inform you that your order of 24/11/2010 has been promptly fulfilled.UNIQUE BIOTIQUE PRODUCTS 16. If you wish to have any further information please contact us at once .the cosmetic items ordered by you have been dispatched and you should be getting them in about ten days from today. we shall be really happy to serve you in whatever way we can.
Instead. this letter is a legal document letting the reader know that something is being done to correct the problem. this letter is just to let the reader know that an error as been found and needs to be corrected as soon as possible. .COMPLAINTS LETTER The complaint letter is much like the adjustment letter except no wrong doing as taken place. Once again.
goodwill. and expectation of prompt and favourable action. 2 state clearly what has gone wrong with the fulfillment of the order. . 5 State/suggest what steps can be taken to rectify the situation. 3 Reference to the order/quotations. sales. 6 Close with expression of faith in the supplier’s honesty.Guidelines for drafting complaints 1 Regret the need to complain in a calm and courteous style. 4 Refer to the inconvenience/loss caused in terms of money. etc. date of arrival of goods etc is necessary.
P. Yours faithfully.P. part 1.SR & Co. we request you to kindly replace them immediately so that we could send them to the textbook section where they are urgently needed. May be at some stage the books were not properly checked. Today unfortunately. Mr. 21/11/2010 Soni Publication. on opening the carton we found three sets of contemporary English’. Indore (M. For the last so many years of our contact we have been highly satisfied with your prompt and courteous service.) Subject : Letter for Complaint Dear sir We must of all thank you for prompt delivery of the books we had ordered only last week on telephone. We are convinced it is not your fault. Anyway. 2 and 3 incomplete. . Bhopal M. Piyush Tiwari SR & Co. The last chapter of each of these books is missing.
. the supplier should : •Promptly acknowledge the letter and thank the customer for writing it. and •Close with offer of better service in future. •Assure the customer of his sincere efforts to make amends.Guidelines for drafting replies to complaints While planning a reply to a complaint. •Express regret for the inconvenience caused to the customer. •Specially what action he is going to take. •Admit the fault if something has actually gone wrong.
) Subject : Letter for apologizing Dear Sir. Shiv Kumar Soni Publication .Soni Publication.P. Indore (M.P. We may also assure you that in future we will be more careful in fulfilling your orders. Please accept our apologies for this lapse on our part. Today itself we are replacing them at our cost. It is really unfortunate that his time you received three defective sets. Yours faithfully. We are really sorry for the inconvenience caused to you. We always check all the books before packing and despatching them. Bhopal (M.) Date 25/11/2010 SR & Co.
In other words a status enquiry is a letter sent with the aim of finding out a customer’s credit worthiness.STATUS ENQUIRIES INTRODUCTION----A Status enquiry by definition is “Checking on a customer’s credit rating” and credit rating means “Amount which a credit agency feels a customer should be allowed to borrow”. thus enabling them to conduct business with comparatively small capital. . The supplier usually has to extend credit facility to the customers. It is needless to say that a sizable amount of trading involves credit that is a means by which good are bought and sold without cash payment.
(a)The customer himself’ through interview and the financial statement submitted by him. .Sources of Information about Credit Worthiness : • Information about a customer’s credit worthiness or credit rating can be gathered from the following sources. chambers of commerce. (b)The customer’s past orders and the salesmen’s report about him and (c) External sources like the trade and bank references given by the customer and information from trade associations.
It is a pleasure to receive your order of 20th December. We shall gladly open an account for you furnish us with three trade’s references along with your bank reference so that we could complete the formalities necessary to establish your firm’s credit. We will supply your order as soon as we get the necessary information. Inner circle. Please write to us as soon as possible so that there is no delay in your shipment. Dear Sir. Connaught place. items.Unique Biotique Products Date-18/11/2010 Rama Stores 16. Thank you Yours faithfully Credit manager . New Delhi. for cosmetics. Getting trade and bank references is a general policy matter and we request all our new customers to send us this information before we open an account in their name.
Dear Sir. Thank you for your kindness in agreeing to open our account in your books. please to us. we are giving below three references with whom we have had an open account for the past five years. since we wish to add cosmetic items to our stocks for the festival season. Panaji. bank road. 3. However. Jai Bhart Trading co. Andheri (west) Mumbai. Fort Road. Unique Biotique products 16. As required by you.Reply to the above letter Rama Stores. 26. Matunga. college Rode. Shivaji Stores. Connaught Place Date-20/11/2010 The credit manager. please complete your credit check as possible. Goa Our bankers are syndicating Bank. new Delhi you require any additional information. 16. 1. Mumbai. Pune. inner circle. Wadekar Bros (p) Ltd. Yours Faithfully . 2.
Date-23/11/2010 Jai Bharat Trading co. Andheri (west) Mumbai. Unique Biotique Products 16. Credit Manager. We look forward to an early and assure you of our cooperation whenever needed. Yours Faithfully. 16. Matunga Mumbai. inner circle Connaught place. 3 months and has given your name as a credit reference. addressed envelope with this letter. New Delhi. Dear Sir. . Any information you may furnish us will be treated as strictly confidential. The firm named below wishes to open an account with us for Rs. A stamped. Rama Stores. 150000.
Yours Faithfully. matunga . and we are happy to provide a reference for him. 150.Jai Bharat Trading Co. Date-25/11/2010 Unique boutique Products 16. about whom you have sought credit information in your letter of 23thdecember. .we would like to add that our confidence in this has never been misplaced. Andheri (west) Mumbai.Shyam Ahuja.enjoys a high reputation in our area. Ram stores of new Delhi.75.000 a month in the peak season and about Rs.managing partner of the firm. have been on our books for five years. Their record of payment during this period has been very satisfactory. Their purchases average over Rs. Dear Sir. 000 per month during the other periods. Mumbai. Mr.
. writes letter to them for collection of the payment against goods bought on credit. The customer purchase goods on credit. The render therefore.Collection Letter Meaning .Collection letter is meant by the letter pertaining to the payment against the goods bought in credit by the customer.
. This is just a friendly reminder that your account with us now is two months past due.STAGE 1. jain. Siya ram cloth mils. ‘WILL PAY’:REMINDERS Reminder 1 Dear Mr. We genuinely appreciate your business look forward to serving you better in future. Perhaps you have overlooked it. Sincerely.
Siya ram cloth mils. .Reminder 2. your faithfully. Dear Sirs. We end you a reminder last week. We know quite often such matters slip by. We check our accounts book and your account which has been due for more than two months. We are also confident that you don’t mind this friendly note. We look forward to hearing from you soon after you receive this letter.
. I hope everything is fine with you. Dear Mr. Are you not satisfied with our goods or our services? Is there any thing that we can do to help you? In case there is any problem in settling the account we can talk it out so that you feel comfortable with us. Siya ram cloth mils. you will always find us willing to accomdate you.STAGE 2. do let us know by return whether there has been any lapse on our part. ‘SHOULD PAY’PERSUASIVE LETTER Persuasive letter 1. jain Looking into your records we find that your credit worthiness is really high what really worries us is that even the fourth reminder of ours has not been replied. With this promise we eagerly await your reply. Sincerely.
or at least in part with a definite promise of paying the balance as son as possible. ……. Siya ram cloth mils. STAGE 3. your account has been kept open for quite a long period in order to help you arrange for settlement of the above balance within 6 days. your sincerely. you have this last opportunity to set right your account by paying in full the out standing amount of Rs. ‘MUST WAY’: LAST RESORT LETTER . we are sue you will avoid the unpleasant consequences of our resorting other measures to collect.Last resort letter Dear M/r jain.
Taking many forms. therefore persuasive or indirect approach letters . Sales letters are. his taste. mostly written by professionals writers. They are unsolicited letters. Even if people are not interested in the product. Starting with the assumption that the receiver may resist the offer. the aim of the latter is to make them interested in it. They are a work of imagination.Sales letters or offers sales letters or offers are the most important written form of business communication. The effectiveness of such letter’s depends on the writer’s ability to use language suited to his purpose that is above all to influence the recipient-his thinking. Their primary aim is publicity or to reach out to a large number of interested in a particular product/service and turn into buyers. This is the aim of persuasion. or powerful enough to make the recipient act. his behavior. the sales letter has to be persuasive.
Characteristics Of Sales Latter • • • • • • • • • Lengthy Discourse Focus On A Particular Class Specialized Information Arresting Opening Emotional Vs Rational Appeals Highly Conversational Style You Attitude Urging Action Highlighting Importance/Exciting Parts Of The Message .
A offer of exiting breakthrough in cosmetic eye care. All you have to do is visit any eye care practitioner or chemist in your locality pick up a bottle for your self an safe rs 30.a discount of Rs . April 1 . 2003 Mr. And the best news is that you are also entitled to a Special introductory offer.30 on a 360 ml bottle of RENU MULTIPLUS solution. The enclosed broacher explains the over whelming advantages of new RENU MULTIPLUS. Tarun Sinha Pocket C flat no 38B Siddharth Extension New Delhi 110014 Cleaning disinfecting and Deproteinising Just one solution for all your needs ! Dear Mr. Your Sincerely JP Singh Vice President vision care business . disinfects and deproteins –all in one go – is now available in India. Yes ! RENU MULTIPLUS the world’s first and only multipurpose lens care solution that cleans . Sinha Bausch & Lomb introduces yet another international breakthrough in contact lens care.
opening an accounting in the bank. Id. (b) seasons greetings like Deepawali New year. etc (c)Birthdays and wedding anniversaries greeting (d) Letters for thanks for the favours.GOODWILL LETTERS TYPES OF GOODWILL LETTERS- 1-GOODWILL LETTERS FOR GOOD NEWS (a) Letters of congratulation and appreciation. placing orders. Christmas. giving an advice etc 2-GOODWILL LETTERS FOR BAD NEWS (a) Letters for sympathy (b) Condolence letter .
7. 5. 3. 6. 5. 1. 3.Characteristics of Goodwill Letters On the occasion of some good news 1. 4. Direct in appeal Brief Jargon or old fashioned should be avoided Natural expression Concise Enthusiasm and genuine Reflect writer’s pleasure On the occasion of some bad news Indirect in appeal Simple language Distressing words avoided Short and simple Expressed briefly . 2. 2. 4.
You standing and reputation today is indeed the realization of late Shri Bhagat’s dreams and tireless efforts. May you have the courage to bear the irreparable loss. Sincerely. Bhagat this morning. .CONDOLENCE LETTER Dear shri Bhagat We were shocked to learn of the sad demise of your revered father shri G. We have no words to express our grief.L. We can only say that we are all with you in this hour of sorrow and pray for peace to the departed soul.
this from of communication is very commonly used within organization and for sending out information from the organizations.the letters conveying the same information from a businessman or a business organization to a large number of customers and suppliers. Circular letters are.Circular letters • A circular is a letter or memorandum addressed to a number of person or indented for general circulation. this form general circulation. Like the sale and goodwill letters discussed in the two preceding chapters they are also unsolicited letters.therefore. .
or regional office. 2. 8. change of address. 7. Introducing a new product or service. 3. Partnership information. Seasonal discount.branch. Change in the constitution of the firm. Increase in prices. 10. Expansion of an establishment. 5. Retirement or death of a partner /associate . announcing a prize scheme. opening a new shop. 11. 4.Situations requiring circular letters • Circular letters are mostly written in the following situations 1. appointment of a sole-selling agent. 9. 6.
We are sure it will now be much easier for you to visit our new. Kindly ensure that all your correspondence is sent to the above address.P. spacious and better furnished office. CORBON COPY .) Our new phone numbers are: -------------------------------------------Our new address has brought us to the heart of the city. We forward to your next visit at the earliest convenient time.ASSOCIATED METAL PRODUCT GREEN PARK COLONY BHOPAL DATE: ------------VIKASH&COMPANY 16/34. Today onward we would be functioning from the following premises 10/20. RAILWAY ROAD ALIGARH (U. Railway road Aligarh (U.P.) SUBJECT: Informing change of address Gentlemen. Sincerely.
. Do not write long and unnecessary statements. Avoid usage of slangs or messaging language. Write the letter with polite tone State your reason for writing the letter.Do’s and Don’ts of a business letter Do’s Remember to use formal language. If possible business letter should not be handwritten as it does not looks professional. Don’ts Avoid typographical error. Be to the point and straight forward.
6. 2. 3. 7. 5.7 C’s of a business letters 1. Clear Concise Correct Courteous Conversational Convincing Complete . 4.
• A Good Business letter should be effortless reading that makes you want to read more. So we will have to keep in mind that whenever we will write a Business letter we will create an image of us and our company in our reader's mind.CONCLUSION • Most of us would be stepping into the corporate world very soon. .
com o www.writing-business-letters. k k Sinha.REFERENCES • Business communication – book written by Dr.org . • Websiteso www.en.wikipedia.com o www.businessletters.
THANK YOU .