Business Letters: 05/23/2022 1 Dr. Priyanka Mokshmar

Business Letters
1 Dr. Priyanka Mokshmar 05/23/2022

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

WHO WRITES BUSINESS LETTERS AND TO
WHOM ?
Letters are written from a person/group, known as the

sender to 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

When do we need to write business letters ?
 Assistance in sustaining business relationship.
 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.
 To find out customer’s credit worthiness.

How to write business letters ?
 Identify your aims.

 Establish the facts.
 Know the recipient of the letter.
 Create sample Copy.
 Decide on Physical layout of letter.

Functions of the Business Letter
1. It provides a record of the activity for someone's file.
2. It allows the writer to provide more context or
explanation than is usually possible on a form.
3. It helps the audience( reader ) remember what is to be
done.

The Main Components of a Business Letter
 Business letters usually contain the following information (in this order):
1. Writer's address (street, city, country).

2. Date of writing
3. Recipient's name, job title, and address
4. Subject
5. Salutation or Greeting (Dear Mr./ Mrs./ Ms…..)
6. Message (body of the letter)
7. Closing
8. writer's signature, typed name, and position of sender
9. In some situations, a business letter may also include the following optional information:
10. Writer's Initials: typist's initials ( if writer did not type letter).
11. Enclosures (Encl:)
12. Carbon copy Recipients (cc:)
13. Photocopy recipients (xc:)
Note: The last four components are not always included. For more information read P. 217.

How Business Letters are Organized
 Business letters are more personal than most other forms of technical
writing.
 They emphasize the reader/writer relationship by the use of such pronouns
as I, we, and You.
 Business letters share some organizational features with technical reports.
They need to:
 orient the reader to the topic at hand,

 explain why the writer is writing,
 provide enough information to help the reader understand what he/she
is to do.
 To be able to provide this information, you need to generate ideas, analyze

your audience, decide what you need to say, and define your problem.

Basic Letter Formats
 There are three common formats for the business
letter:
1. The unblocked format. (figure 11-5).

2. The semi-blocked format. (figure 11-6).
3. The blocked format. (figure 11-7).
4. The AMS simplified letter format.

The unblocked format
 The first line of the paragraph is indented a few

spaces
 The writer's address, the date, the closing, the
writer's signature , and the typed version of the
writer's name and job title are indented two thirds of
the way across the page.

The semi-blocked format
 The first line of the paragraph is lined up with the left
margin
 There is an extra blank line between paragraphs to signal
the start of a new paragraph.
 The writer's address, date, closing, and signature are
indented as in the unblocked format.

The blocked format
 The first lines of paragraphs and all the other address, date,
closing and signature information are lined up with the left
margin.
 There is an extra blank line between paragraphs.

The AMS simplified letter format
 Sometimes, the writer does not know the name or marital
status of the reader. As a result, he/she will have a problem
writing a salutation Dear……..). This has given rise to a new
letter format called the AMS simplified letter format.
 In this format, the salutation is omitted.
 The subject line replaces the salutation and is typed in all
capital letters.
 In other respects, this format resembles the blocked format,
with every line beginning from the left margin.( see figure 11-
19. p. 219).

The Use of Letterhead Stationery
 When a writer is representing a company or organization,

he/she should use the organization's letterhead stationery for
correspondences with people outside the organization.
 When using letterhead, the location of the writer's address, city,
state will be changed.( see figure 11-1. p. 209)
 These are usually given in the letterhead typed at the top of the
page.
 If a letter requires more than one page, the additional pages are
called continuation pages are typed on plain paper, not
letterhead.

Forms of Address
 Letters normally begin with some sort of salutation (except for the AMS
simplified letter style).
 In formal correspondence, it is customary to use the recipient's title and last
name: “Dear Dr. Smith.”
 If the person does not have a title, use “Mr.” or “Ms.”
 In the American business world, it is becoming increasingly common to
address people by their first name as a sign of goodwill. However,
sometimes it is seen as disrespectful. So, try to make sure whether it is
acceptable or not.
 If you do not know whether the reader is male or female, do one of the
following:
 Use the complete name: “Dear J.L Williams.”
 Use both titles: ” Dear Mr. or Ms. Williams.”
 Use a memo format: “ To: J.L Williams.”
From: your name.”

Types of Business Letters
1. Letter of Transmittal (payments, transfer of funds)
2. Letter of Thanking
3. Letter of Complaint
4. Response to a Letter of Complaint
5. Letter of Request
6. Response to a Letter of Request

.
ENQUIRIES LETTER
• A letter of enquiry is essentially an information seeking letter.
• A letter of enquiry must clearly state the following points

a) The purpose of the letter whether the writer needs goods , service or information.
b) Request for catalogue/price list.
c) The details of the sender’s business.
d) Request for terms relating to discount , credit, mode of delivery etc.
e) An idea of the quantity needed so that supplier may quote the best price.
• An enquiry may be made either at the sender’s own initiative or in

response to an offer / advertisement.
• Enquiries may also be made as a matter of business routine or to ask

for a favour.
REPLIES LETTER
• A letter of reply to an enquiry must be promptly

written so as to be able to secure an order.
• A reply to an enquiry must take care of the
following points-
a. References to the date and number of the letter of enquiry.
b. Thanks to the party for interest in the receiver.
c. Courteous tone
d. All relevant information about goods , prices , discount etc.
e. Whether the catalogue / price list is enclosed or is being sent separately.
f. Assurance of best service to the sender of enquiry.

Placing and Orders
Fulfilling

INTRODUCTION
Enquiries and replies to enquiries lead to orders and

their fulfillment, 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 .in fact the offer made in the
reply is supposed to be attractive enough to secure an
order from the buyer. an order may also be placed
without an enquiry if the buyer already knows about the
product, manufacture, the seller/supplier through
catalogue ,advertisement.

Ways to place orders
order can be placed in letter form clearly stating the following.
 reference to the seller’s letter number, date.
 catalogue no./price quoted therein.
 Specification of goods, quantity required.
 shipment/forwarding directions, clearly mentioning whether certain goods are
to be sent by parcel post ,passenger train, truck, lorry or ship.
 instructions regarding packing, insurance.
 the manner of payment agreed upon.
 time limit,discount, quality.

ORDER FORM
16, Inner circle, Connaught

Place New Delhi.
Date: 24/11/2010
The Sales Manager
Unique Biotique products
16, Andheri (west)
Mumbai
Dear Sir,
Kindly supply the following:
S .No Product No. Product Quantity Cost Each Total
Name/Descri
ption
Please send invoice in duplicate

Yours faithfully
(S.Pal)
HIMALAYA STORES
16, Inner circle, Connaught
Date: 24/11/2010
Place New Delhi.
The Sales Manager
16, Andheri (west)
Mumbai
Dear Sir,
Thank you for catalogue and price list. we are glad to place our first order with you for the
following items.
S.No Product No. Product Name Quantity Cost Each (RS) Total
1 1047 anti-wrinkle 500pcs 100 50,000/
Cream50gms
2 6032 Moisturizer 500pcs 75 37,500/-
100ml
3 4253 almond 500pcs 85 42,500/-
Cold cream …………………
Rs.1, 30,000/-
Since we require the above items to replenish our exhausted stock, we request you to kindly
dispatch them by passenger train, carriage forward to new new delhi shall arrange for taking of the
goods at our end.
The R/R and the invoice, at 7% discount may please be sent through oriental bank
Ltd.New Delhi
Yours faithfully
(S.Pal)
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

UNIQUE BIOTIQUE PRODUCTS
16,ANDHERI(WEST) MUMBAI
Date---------
NO.---------
thank you for your order letter no …..…….dated……….…

the goods ordered by you will be dispatched within……...
We appreciate your cooperation
for GEN MANAGER

(SALES)

16,andheri (west) Mumbai

date-29 /11/2010
Himalaya stores
16,inner circle
Connaught place
new Delhi
dear sir, Thank you very much for you order
letter no…… of NOV 2010.
we are arranging to send the goods ordered by you within fifteen days by
Passenger train .we are sure you will be well satisfied with the goods .at this price they
represent the best value for your money. beside these, we manufacture and supply a vast
range of herbal and natural health –care items .we are enclosing herewith our latest
catalogue for ,we are sure ,you will certainly be interested in ordering a large quantity of
them .
we look forward to a mutually satisfactory and cordial working relationship.
Yours faithfully
Satyam
16,andheri (west)Mumbai
date-29 /11/2010
Himalaya stores
16,inner circle
Connaught place
new Delhi
dear sirs,
We are pleased to inform you that your order of 24/11/2010 has been promptly
fulfilled.the cosmetic items ordered by you have been dispatched and you should be getting
them in about ten days from today.
If you wish to have any further information please contact us at
once . we shall be really happy to serve you in whatever way we can.
Yours faithfully
Satyam

COMPLAINTS LETTER
The complaint letter is much like the adjustment

letter except no wrong doing as taken place.
Instead, this letter is just to let the reader know
that an error as been found and needs to be
corrected as soon as possible. Once again, this
letter is a legal document letting the reader know
that something is being done to correct the
problem.
Guidelines for drafting complaints
1 Regret the need to complain in a calm and courteous style,
2 state clearly what has gone wrong with the fulfillment of the order,
3 Reference to the order/quotations, date of arrival of goods etc is

necessary,
4 Refer to the inconvenience/loss caused in terms of money, sales,

goodwill, etc.
5 State/suggest what steps can be taken to rectify the situation.
6 Close with expression of faith in the supplier’s honesty, and

expectation of prompt and favourable action.
SR & Co.
Bhopal
M.P.
21/11/2010
Soni Publication,
Indore (M.P.)
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. For the last so many years of our contact we have been highly satisfied with your prompt
and courteous service.
Today unfortunately, on opening the carton we found three sets of contemporary English’, part 1, 2
and 3 incomplete. The last chapter of each of these books is missing. We are convinced it is not your
fault. May be at some stage the books were not properly checked.
Anyway, we request you to kindly replace them immediately so that we could send them to the text-
book section where they are urgently needed.
Yours faithfully,
Mr. Piyush Tiwari
SR & Co.
Guidelines for drafting replies to
complaints
While planning a reply to a complaint, the supplier should :
•Promptly acknowledge the letter and thank the customer for writing
it,
•Express regret for the inconvenience caused to the customer,
•Admit the fault if something has actually gone wrong,
•Assure the customer of his sincere efforts to make amends,
•Specially what action he is going to take, and
•Close with offer of better service in future.

Soni Publication,
Indore (M.P.)
Date 25/11/2010
SR & Co.
Bhopal (M.P.)
Subject : Letter for apologizing
Dear Sir,
Please accept our apologies for this lapse on our part, We always check all the books
before packing and despatching them. It is really unfortunate that his time you
received three defective sets.
Today itself we are replacing them at our cost. We may also assure you that in future
we will be more careful in fulfilling your orders.
We are really sorry for the inconvenience caused to you.
Yours faithfully,
Shiv Kumar
Soni Publication
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”. In other words a status enquiry is a letter sent with
the aim of finding out a customer’s credit worthiness. 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. The supplier usually has to extend
credit facility to the customers, thus enabling them to
conduct business with comparatively small capital.

Sources of Information about Credit
Worthiness :
• Information about a customer’s credit worthiness or
credit rating can be gathered from the following sources;

(a)The customer himself’ through interview and the
financial statement submitted by him;
(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,
chambers of commerce.

Unique Biotique Products
Date-18/11/2010
Rama Stores
16, Inner circle,
Connaught place,
New Delhi.
Dear Sir,
It is a pleasure to receive your order of 20th December. for cosmetics, items.
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.
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.
Please write to us as soon as possible so that there is no delay in your shipment.
We will supply your order as soon as we get the necessary information.
Thank you
Yours faithfully
Credit manager
Reply to the above letter
Rama Stores,
16, inner circle,
Connaught Place
Date-20/11/2010
The credit manager,
16, Andheri (west)
Mumbai.
Dear Sir,
Thank you for your kindness in agreeing to open our account in your books. As required by
you, we are giving below three references with whom we have had an open account for the
past five years;
1. Jai Bhart Trading co.
Matunga, Mumbai.
2. Wadekar Bros (p) Ltd.
26, college Rode, Pune.
3. Shivaji Stores,
Fort Road, Panaji, Goa
Our bankers are syndicating Bank, bank road, new Delhi you require any additional
information, please to us. However, since we wish to add cosmetic items to our stocks for the
festival season, please complete your credit check as possible.
Yours Faithfully
Unique Biotique Products
16, Andheri (west)
Mumbai.
Date-23/11/2010
Jai Bharat Trading co.
Matunga
Mumbai.
Dear Sir,
The firm named below wishes to open an account with us for Rs.
150000, 3 months and has given your name as a credit reference;
Rama Stores,
16, inner circle
Connaught place, New Delhi.
Any information you may furnish us will be treated as strictly
confidential. We look forward to an early and assure you of our
cooperation whenever needed. A stamped, addressed envelope with this
letter.
Yours Faithfully,
Credit45 Manager. Dr. Priyanka Mokshmar 05/23/2022
Jai Bharat Trading Co.
matunga , Mumbai.
Date-25/11/2010
Unique boutique Products
16, Andheri (west)
Mumbai.
Dear Sir,
Ram stores of new Delhi, about whom you have sought credit
information in your letter of 23thdecember, have been on our books for
five years. Their record of payment during this period has been very
satisfactory. Their purchases average over Rs. 150,000 a month in the
peak season and about Rs.75, 000 per month during the other periods.
Mr.Shyam Ahuja,managing partner of the firm,enjoys a high reputation
in our area, and we are happy to provide a reference for him,we would
like to add that our confidence in this has never been misplaced.
Yours46Faithfully, Dr. Priyanka Mokshmar 05/23/2022
Collection Letter
Meaning - Collection letter is meant by
the letter pertaining to the payment
against the goods bought in credit by the
customer. The customer purchase goods
on credit. The render therefore, writes
letter to them for collection of the
payment against goods bought on credit.

STAGE 1. ‘WILL PAY’:REMINDERS
Reminder 1
Dear Mr. jain,
This is just a friendly reminder that your account with us now is
two months past due. Perhaps you have overlooked it.
We genuinely appreciate your business look forward to serving
you better in future.
Sincerely,
Siya ram cloth mils.

Reminder 2.
Dear Sirs,
We check our accounts book and your account which has been due
for more than two months. We end you a reminder last week.
We know quite often such matters slip by. 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.
your faithfully,

STAGE 2. ‘SHOULD PAY’PERSUASIVE
LETTER
Persuasive letter 1.
Dear Mr. 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. I hope everything is fine with you.
do let us know by return whether there has been any lapse on our part.
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.
you will always find us willing to accomdate you. With this promise
we eagerly await your reply.
Sincerely,
Siya ram cloth mils,
STAGE 3. ‘MUST WAY’: LAST RESORT
LETTER
Last resort letter
Dear M/r jain,
you have this last opportunity to set right your account by paying in
full the out standing amount of Rs. …….or at least in part with a
definite promise of paying the balance as son as possible.
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.
we are sue you will avoid the unpleasant consequences of our
resorting other measures to collect.
your sincerely,
Sales letters or offers
sales letters or offers are the most important written form of business
communication. Their primary aim is publicity or to reach out to a large number
of interested in a particular product/service and turn into buyers. Even if people
are not interested in the product, the aim of the latter is to make them interested
in it. Starting with the assumption that the receiver may resist the offer, the sales
letter has to be persuasive, or powerful enough to make the recipient act. They
are unsolicited letters, mostly written by professionals writers. They are a work
of imagination. Taking many forms.
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, his taste, his behavior. This is the aim of
persuasion. Sales letters are, therefore persuasive or indirect approach letters

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.
April 1 , 2003
Mr. 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. Sinha
Bausch & Lomb introduces yet another international breakthrough in contact lens care. Yes
! RENU MULTIPLUS the world’s first and only multipurpose lens care solution that
cleans , disinfects and deproteins –all in one go – is now available in India.
And the best news is that you are also entitled to a Special introductory offer- a discount of
Rs .30 on a 360 ml bottle of RENU MULTIPLUS solution. 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.
The enclosed broacher explains the over whelming advantages of new RENU MULTIPLUS.
Your Sincerely
JP Singh
Vice President
54 vision care business Dr. Priyanka Mokshmar 05/23/2022
GOODWILL LETTERS
TYPES OF GOODWILL LETTERS-
1-GOODWILL LETTERS FOR GOOD NEWS
(a) Letters of congratulation and appreciation.

(b) seasons greetings like Deepawali New year, Christmas, Id, etc
(c)Birthdays and wedding anniversaries greeting
(d) Letters for thanks for the favours, placing orders, opening an
accounting in the bank, giving an advice etc
2-GOODWILL LETTERS FOR BAD NEWS

(a) Letters for sympathy
(b) Condolence
55
letter Dr. Priyanka Mokshmar 05/23/2022
Characteristics of Goodwill
Letters
On the occasion of some good news
1. Direct in appeal
2. Brief
3. Jargon or old fashioned should be avoided
4. Natural expression
5. Concise
6. Enthusiasm and genuine
7. Reflect writer’s pleasure
On the occasion of some bad news
8. Indirect in appeal
9. Simple language
10. Distressing words avoided
11. Short and simple
12. Expressed briefly
CONDOLENCE LETTER
Dear shri Bhagat

We were shocked to learn of the sad demise of your revered
father shri G.L. Bhagat this morning. We have no words to express
our grief. We can only say that we are all with you in this hour of
sorrow and pray for peace to the departed soul.
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.

Circular letters
• A circular is a letter or memorandum addressed to a
number of person or indented for general circulation. this
form general circulation. this from of communication is
very commonly used within organization and for sending
out information from the organizations. Circular letters
are,therefore,the letters conveying the same information
from a businessman or a business organization to a large
number of customers and suppliers. Like the sale and
goodwill letters discussed in the two preceding chapters
they are also unsolicited letters.

Situations requiring circular letters
• Circular letters are mostly written in the following situations
1. Introducing a new product or service;

2. opening a new shop,branch,or regional office;
3. Expansion of an establishment;
4. change of address;
5. appointment of a sole-selling agent;
6. Seasonal discount;
7. Increase in prices;
8. announcing a prize scheme;
9. Change in the constitution of the firm;
10. Partnership information;
11. Retirement or death of a partner /associate

ASSOCIATED METAL PRODUCT
GREEN PARK COLONY
BHOPAL

DATE: -------------

VIKASH&COMPANY
16/34, RAILWAY ROAD
ALIGARH (U.P.)
SUBJECT: Informing change of address
Gentlemen,
Today onward we would be functioning from the following premises
10/20, Railway road
Aligarh (U.P.)
Our new phone numbers are: ---------------
---------------
----------------
Our new address has brought us to the heart of the city. We are sure it will now be much easier for you to visit our new, spacious and better furnished
office. We forward to your next visit at the earliest convenient time.

Kindly ensure that all your correspondence is sent to the above address.

Sincerely,

CORBON COPY

Do’s and Don’ts of a business letter
Do’s Don’ts
 Remember to use formal  Avoid typographical error.
language.  Do not write long and
 Be to the point and unnecessary statements.
straight forward.  Avoid usage of slangs or
 Write the letter with polite messaging language.
tone  If possible business letter
 State your reason for should not be handwritten
writing the letter. as it does not looks
professional.

7 C’s of a business letters
1. Clear
2. Concise
3. Correct
4. Courteous
5. Conversational
6. Convincing
7. Complete

CONCLUSION
 Most of us would be stepping into the corporate world
very soon. 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.
 A Good Business letter should be effortless reading that

makes you want to read more.

Business Letters: 05/23/2022 1 Dr. Priyanka Mokshmar

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Business Letters

1 Dr. Priyanka Mokshmar 05/23/2022

•Business letter is a letter written in

• A Business letter serves the main purpose

3 Dr. Priyanka Mokshmar 05/23/2022

Letters are written from a person/group, known as the

4 Dr. Priyanka Mokshmar 05/23/2022

 To convey detail’s about the sender’s business.

 To place an order to the supplier.

 To find out customer’s credit worthiness.

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 Identify your aims.

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1. Writer's address (street, city, country).

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 orient the reader to the topic at hand,

 To be able to provide this information, you need to generate ideas, analyze

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1. The unblocked format. (figure 11-5).

10 Dr. Priyanka Mokshmar 05/23/2022

 The first line of the paragraph is indented a few

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 When a writer is representing a company or organization,

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• A letter of enquiry must clearly state the following points

• An enquiry may be made either at the sender’s own initiative or in

• Enquiries may also be made as a matter of business routine or to ask

• A letter of reply to an enquiry must be promptly

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Enquiries and replies to enquiries lead to orders and

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16, Inner circle, Connaught

Please send invoice in duplicate

An order must be promptly acknowledged in either of the following

the acknowledgement of an order has the following aims

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thank you for your order letter no …..…….dated……….…

for GEN MANAGER

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16,andheri (west) Mumbai

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The complaint letter is much like the adjustment

3 Reference to the order/quotations, date of arrival of goods etc is

4 Refer to the inconvenience/loss caused in terms of money, sales,

5 State/suggest what steps can be taken to rectify the situation.

6 Close with expression of faith in the supplier’s honesty, and

Subject : Letter for Complaint

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Subject : Letter for apologizing

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1-GOODWILL LETTERS FOR GOOD NEWS