BUSINESS CORRESPONDENCE

I. What are different forms of correspondence?

1. Forms of correspondence:-fax-telex-airmail-first-class post-hand-written letter-typed letter-internal memo-postcard-email-Post-It note

2. Advantages of letter writing:

-A record can be kept for the files.

-Errors can be changed.

-You can write or read when you are in the right mood.

-You can take your time over planning and how you will express complicated or delicate details.

3. Disadvantages of letter writing:

-Writing takes longer.

-There is no feedback or the feedback is delayed.

-No personal touch

-No smiles

-No handshakes

II. Parts of a business letter

1. Letterhead – Sender’s address

-The sender’s address is placed on the top right-hand corner of the page.

-The printed letterhead is in the top-middle of the page.

-It includes: Company’s name (type of company), address, telephone and fax numbers, email and website addresses.

2. Date

-The date is written below the letter head or sender’s address, separated from it by a space.

-The month in the date shouldn’t be written in figures.

E.g. 11 February 2010 (BE) not 11/02/10

January 10 1997 (AE) not 01/10/97

3. References-References are often quoted to indicate

what the letter refers to (Your ref:…) and the correspondence to refer to when replying (Our ref:…)

-References are in figures or consist of the signer’s initials in capitals followed by a stroke followed by the typist’s or secretary’s initials, this item serves as a reminder of who prepared the letter.

E.g. Our ref: JG/ts Your ref: NQ/la

4. Inside address

-The inside address is written on the left-hand side of the page.

-The inside address appears in the following orders and includes the following things:

*Title – name (include the person’s initials or his or her first given name)

*Job title*Department*Company*Name of house or building*Number of building & name of street, road,

avenue…*Name of town or city and postcode*Name of country(No punctuation after lines of the addresses)

E.g. Mr. James Green

Marketing Director

Green Industries Inc.

999 Park Avenue

Rockford

IL 61125

USA

-Courtesy titles used in addresses as follows:

*Mr. is used for a man

*Mrs. is used for a married woman

*Miss is used for an unmarried woman

*Ms. is used for both married and unmarried women

*Messrs is used occasionally for two or more men

E.g. Messrs E. Sanz and H. Packard

*Esq. is seldom used now and placed after the name

E.g. Hewlett Packard Esq.

5. Attention line

-The attention line is not always required. It should be used when the letter is addressed to a company as a whole but the sender wants it to be handled by a specific individual at the company or within the organization.

-It should be underlined or typed in capitals.E.g. For the attention of the Production manager.

6. Salutation

-Dear Sir is used to open a letter written to a man whose name the sender doesn’t know.

-Dear Sirs (Gentlemen) is used to address a company.

-Dear Madam is used to address a woman, whether single or married, whose name the sender doesn’t know.

-Dear Sir or Madam (or Dear Sir/Madam) is used to address a person when the sender does not know their name or sex.

-Dear Mr. Green is used when the sender knows the name of the receiver (Dear + courtesy + the person’s surname)

-A comma after the salutation is optional.

7.Subject line

-Like the attention line, this is often omitted. By alerting the reader to the content of your message, you enable him to decide whether the letter requires immediate attention. It should be underlined or typed in capitals.

E.g. Re: Application for the post of typist

8. Body of the letter

-This is the actual message of the letter.

-Put each separate idea in a separate paragraph.

-Number each of the paragraphs if it will help the reader to understand better.

9. Complimentary close

-If the letter begins with Dear Sir, Dear Sirs, Dear Madam, or Dear Sir/Madam, the complimentary close should be Yours faithfully

-If the letter begins with a personal name, it should be Yours sincerely

Dear Mr. Green, --------- Yours sincerely,

-A comma after the complimentary close is optional.

10. Signature

-Below the sender’s signature, the sender should write his/her full name followed by the job title.

E.g. Yours faithfully,

Ms. Gillian Jones

Publicity Coordinator

-Per pro (p.p.) is used when the writer signs the letter for and on be half of the manager

E.g. Yours sincerely

(Mrs.) Rosemary Phipp

p.p. Ms Gillian Jones

Publicity Coordinator

-c.c. (carbon copy) is used to tell the reader who has been sent a carbon copy of the letter.

E.g. Yours sincerely

Donald Sampson

Sales Manager

c.c. David Cotton

11. Enclosure-Enc. or Encl. is followed by a list of the

enclosed items at the bottom of the letter.

E.g. Yours sincerely

Mr. James Smith Marketing Director Enc. Catalog Price list

III. The layout

1. Full-blocked: All letter parts begin at the left margin.

2. Blocked: Like the full-blocked, all letter parts begin at the left margin, except the dateline, complimentary closing, signature, and writer’s identification, which start at the horizontal center of the page.

3. Semi-blocked: This is the same as a blocked letter with one change: the beginning of each paragraph is indented five or ten spaces

IV. Golden rules for writing letters

1. Give your letter a heading if it will make it easier for the reader to understand your purpose in writing.

2. Decide what you are going to say before you start to write

3. Use short sentences4. Put each separate idea in a separate paragraph.

Number each of the paragraphs if it will help the reader to understand better.

5. Use short words that everyone can understand.6. Your letter should be clear, complete, concise,

courteous, and correct.

V. Points to remember1. The layout and presentation of your letter

are important as they give the receiver the first impression of your company’s efficiency.

2. Write both the sender’s and the receiver’s address in as much detail as possible and in the correct order.

3. Make sure you use the receiver’s correct title in the address and salutation. If in doubt as to whether a woman is single or married, use Ms.

4. Do not write the month of the date in figures.

5. Choose the correct salutation and complimentary close:

Dear Sir/Madam with Yours faithfully Dear Mr. Smith, with Yours

sincerely, 6. Make sure your references are correct. 7. Make sure your signature block tells your

reader what he or she needs to know about you.

ENQUIRIES and REPLIES

Chapter 6

Inquiries/Enquiries

1. What is an enquiry?

-A letter asking for information about products

2. How to make an inquiry?

-By telephone, letter, cable, telex, fax, or email

-Make an enquiry to more than one supplier

3. Why to make an enquiry?-To obtain information such as prices,

technical data.-To receive printed matter such as booklets,

catalogues, sample products…-To order merchandise-To make reservations-To seek special favors such as permission,

assistance and advice-To engage services including repair or

maintenance services)

4. What to write?

-The contents of an enquiry depend on how well you know the supplier, whether the supplier is based in your country or abroad, and the type of goods or services you are requiring about.

a. Opening

-Tell your supplier what sort of organization you are/ What you are doing or How you heard about or obtain your potential supplier’s name.

-It is possible to use other references such as an embassy, consulate or chamber of commerce; you may have seen the goods in question at an exhibition or trade fair; you may be writing as a result of a recommendation from a business associate, or on the basic of an advertisement in the daily, weekly, or trade press.

Examples of opening enquiries1. We are manufacturers of Broadway

delivery vehicles and electric vehicles for disable people. Our company is a subsidiary of Broadway International Inc. We are seeking an alternative supplier of light weight batteries to power our vehicles.

2. We were impressed by the selection of sweaters that were displayed on your stand at the Men’s wear exhibition that was held in Paris last month.

3. Our company is a subsidiary of IBM and we specialize in software.

4. We were given your name by the Chamber of Commerce.

5. We are a large record store in the center Paris and would like to know more about the tapes and cassettes you advertised in this month’s edition of ‘Hifi News’.

6. We are indebted for your address to the Trade Association in Hanoi

b. Making requests:

-Be specific and state exactly what you want

-Quote box numbers, catalogue references…to help your suppliers know exactly what you want.

-Ask for samples if you are uncertain about the product.

-Ask for catalogues, price lists, prospectus, details, patterns and demonstrations, goods on approval, on sale or return, an estimate or tender…

-Suggest terms, discount, and method of payment.

• How to make requests:-Could you please…..-Please send us ……-We would be grateful if you could ……-Please would you send ……-I would like to know ……-I would appreciate more details about ……-We would also appreciate it if you could send……-Where can I see ……-It would be possible for you to supply us ……-We would be glad if you ……-We will/shall be obliged if you would ……-We would appreciate ……

Abbreviations used to indicate to what extent charges for freight, insurance, etc, are included in the price quoted

• ex-works; ex-factory; ex-mill/mills: Price

without any transport.• F.o.r. (free on rail); f.o.t. (free on truck):

Price includes delivery to the railway and loading on a truck.

• F.o.s (port named): price includes delivery to loading point ‘alongside’ ship.

• F.o.b. (export port named): Price includes delivery to docks and loading onto a ship.

• F.o.b. (import port named) (particularly used in USA trade): Price includes all costs up to arrival in the importing country, but not insurance or loading.

• C & f (destination named): Price includes all costs, up to the named destination but not insurance.

• C.i.f (destination named): Price includes all costs including insurance, up to named destination.

• Ex-ship (import port named): Price includes delivery to the named port of destination; the seller is responsible for the goods until the ship arrives.

• Franco quay; ex-dock (import port named): Price includes all costs, unloading, customs duties,..

• Carriage paid home: All transport paid by sender.

• Carriage forward: Transport to be paid by buyer.

• Franco; free delivered: all costs paid by sender.

• COD: Goods to be paid for by buyer on delivery.

Example of enquiries:1. Please would you send me an up-to-date

price list, quoting your most competitive prices for your building materials.

2. We would appreciate more details about your system software which you are currently advertising on your website.

3. We intend to place a substantial order and would therefore like to know what quantity discount you allow.

4. We usually deal on a 30% trade discount for orders of over 1000 units.

c. Close

-’Thank you’ is sufficient to close an enquiry

-Mention that a prompt reply would be appreciated or some certain terms and guarantees would be necessary.

-Indicate further business or other lines you would be interested in

Examples of ending enquiries:1. We hope to hear from you in the near future.2. We would be grateful for an early reply.3. Finally, we would like to point out that delivery before

Christmas is essential, and hope that you can offer us that guarantee.

4. If you can agree to the concessions we have asked for, we will place a substantial order.

5. Prompt delivery would be necessary as we have a rapid turnover. We would therefore need your assurance that you could meet all delivery dates.

6. If the product is satisfactory, we will place further orders with you in the future.

7. If the prices quoted are competitive and the quality up to standard, we will order on a regular basis.

8. Provided you can offer favorable quotations and guarantee delivery within four weeks from receipt of order, we will place regular orders with you.

Points to remember 1. Give details of your own company as well as asking for

information from your prospective supplier.2. Be specific and state exactly what you want. If

possible, quote box numbers, catalogue references, etc. to help your supplier identify the product/s.

3. Ask for a sample if you are uncertain about a product.4. Suggest terms and discounts, but be prepared for the

suppliers to make a counter-offer.5. Close with an expression such as I look forward to

hearing from you and / or indicate the possibility of substantial orders or further business.

II. Replies to enquiries

1. Opening

-Mention your prospective customer’s name

-Thank the writer for his or her enquiry, acknowledging the interest in your company.

-Mention the date of his or her letter and quote any other references.

E.g. Thank you for your enquiry dated 10 May 2010 in which you asked about our sweaters for men.

2. Confirm that you can help:

-Let the enquirer know near the start of your reply if you have the product or can provide the service he or she is asking about.

E.g. Thank you for your enquiry dated 6 July 2009 in which you asked about our batteries. We are pleased to inform you that we have a new line of batteries that fit your specifications exactly.

3. ‘Selling’ your product:-Explain how it is suitable for your customer’s

needs.-Encourage or persuade your prospective

customer to do business with you or giving guarantee.

-Mention one or two selling points of your product, including any guarantees, special offers, and discounts…

-Mention not only the specific facts your correspondent requested, but also any others that can help such as alternatives, another place, catalogues, samples, demonstrations……

4. If the information is not provided, you should explain tactfully to maintain the customer’s goodwill or offer an alternative or refer to anther place.

5. Close

Conclude with one or two lines encouraging the customer and assuring him of good services and further enquiries.

Examples of replies

1. We can assure that our harvesting machine Model XR/20 is one of the most outstanding machines on the market and our confidence in it is supported by our 5 year guarantee.

2. We regret to inform you that we are not in a position to meet your requirements at present. Since we have no longer manufactured this kind of batteries for a long time because of its low demand. However, our former distributor may still have stock and I suggest you contact them. They are Kano Security, Independence Square, Kano.

3. We enclose a detailed quotation with prices, specifications and delivery terms. As you will see from this our prices are very competitive.

4. Please write to us again if you have any questions or call us at the above telephone number.

5. We hope to hear from you and can assure that your order will have our best attention.

Points to remember1.In salutations, use the customer’s name

rather than Dear Sir/ Madam.2. Let the customer know early in the letter

whether or not you can help them.3. Make sure you have supplied all the

information you think will help your customer including, if relevant, catalogues and price lists.

4. Thank the customer for contacting you, and encourage further enquiries.