Материал: Business Communication and Correspondence Деловая коммуникация и коммерческая корреспонденция. Меркулова Н.В

2.Making an Inquiry

Make an inquiry when you are requesting more information about a product or service. This type of business letter tends to include specific information such as product type, as well as asking for further details in the form of brochures, catalogs, telephone contact, etc. Making inquiries can also help you to keep up on your competition.

We write an inquiry when we want to ask for more information concerning a product, service or other information about a product or service that interests us. These letters are often written in response to an advertisement that we have seen in the paper, a magazine, a commercial on television when we are interested in purchasing a product, but would like more information before making a decision.

3.Replying to an Inquiry

Replying to inquiries is one of the most important business letters that you write. Customers who make inquiries are interested in specific information, and are excellent business prospects. Learn how to thank the customers, provide as much information as possible, as well as make a call to action for a positive outcome.

It is very important to make a good impression when responding to inquiries from potential customers. Of course, the best impression will be made by providing the materials or information that the perspective client has asked for, this positive impression will be improved by a well written response.

Remember to place your or your company's address at the top of the letter (or use your company's letterhead) followed by the address of the company you are writing to. The date can either be placed double spaced down or to the right. You can also include a reference number for correspondence.

4.Account Terms and Conditions

When a new customer opens an account it is essential to inform them of account terms and conditions. If you run a small business, it is common to provide these terms and conditions in the form of a letter. This guide provides a clear example on which you can base your own business letters providing account terms and conditions.

The following letter outlines the terms of a newly opened business account.

Useful Key Phrases:

Thank you for opening an account with...

I would like to take this opportunity ...

Invoices are payable within ...

As..., I will be happy to answer any questions you may have regarding...

...and therefore encourage the use of...

We consider this incentive...

Example Letter:

Dear ____,

Thank you for opening an account with our company. As one of the leaders in this industry, we can assure you that our products and our services will not disappoint you.

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I would like to take this opportunity to briefly set forth our terms and conditions for maintaining an open account with our firm. Invoices are payable within 30 days of receipt, with a 2% discount available if your payment is remitted within ten (10) days of receipt. We consider this incentive an excellent opportunity for our customers to increase their profit margin, and therefore encourage the use of this discount privilege whenever possible. We do, however, require that our invoices be paid within the specified time, for our customers to take advantage of this 2% discount.

At various times throughout the year we may offer our customers additional discounts on our products. In determining your cost in this case, you must apply your special discount first, and then calculate your 2% discount for early payment.

As the credit manager, I will be happy to answer any questions you may have regarding your new account. I can be reached at the above number. Welcome to our family of customers.

End of Letter

5.Letters of Acknowledgment

For legal purposes letters of acknowledgment are often requested. These letters are also referred to as letters of receipt and tend to be rather formal and short. These two examples letters will provide you with a template to use in your own work and can be easily adapted for a number of purposes.

The following letters acknowledge the receipt of various items.

Useful Key Phrases:

I hereby acknowledge the receipt of the following documents...

I am acknowledging receipt of...

It will be brought to his attention immediately upon his return.

If I may be of any assistance..., please do not hesitate to call.

Example Letters:

Acknowledgment of Receipt

[date] ACKNOWLEDGMENT OF RECEIPT

I hereby acknowledge the receipt of the following documents from the firm of [firm] :

____________________________

[Signature of Client]

Acknowledgment of Letter

Dear ______

Because ______ is out of the office for the next two weeks I am acknowledging receipt of your letter dated May 20, 2012. It will be brought to his attention immediately upon his return.

If I may be of any assistance during Mr. Jones' absence, please do not hesitate to call.

Yours Sincerely, ________

QUESTIONS:

1. Speak about the business letter writing basics.

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2.How to make an inquiry? How to reply to it?

3.What is the main purpose of the sales letters?

4.What are the key-phrases for the terms of a newly opened business

account?

5. How to write a letter of acknowledgment?

LECTURE 4: Business Letter Writing Basics (2)

1.Placing an Order

2.Making a Claim

3.Adjusting a Claim

4.Cover Letters

1.Placing an Order

As a business person, you will often place an order - especially if you have a large supply chain for your product. This example business letter provides an outline to make sure your order placement is clear so that you receive exactly what you order.

The following letters place product orders.

Useful Key Phrases:

Would you please send ...

According to your website / magazine / leaflet, ...

COD (cash on delivery)

NOTE: The initials at the bottom of the letter indicate who the letter is from followed by who typed the letter - for example: from Ken Beare typed by Ron Easton = KB/re

Example Letter:

May 23, 2014

Mr. Jack Brown, Director

Used Books Online

Seattle, WA 98795

Dear Mr. Brown,

Would you please send me the following used books via COD? According to your Web site, orders need to include the title, author, and publisher.

Title: "Landscaping for Fun" Author: Janet Patterson

Publisher: Nature Ltd.

Title: "Christmas Myth" Author: Margaret Smith Publisher: Smoothers

Thank you very much, (signature here) Fred Finkleham,

Professor, OUS

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2.Making a Claim

Unfortunately, from time to time it is necessary to make a claim against unsatisfactory work. This example business letter provides a strong example of a claim letter and includes important phrases to express your dissatisfaction and future expectations when making a claim.

The following letters make claims against unsatisfactory work. You can find different types of business letters and the guide to further refine your business English letter writing skills.

Useful Key Phrases:

As someone who has worked with ...

we were very disappointed to find / see / have discovered ...

As our written agreement stipulated, we expected ...

I think you will agree that a communication problem exists.

We would like you to ..., or provide us with a refund.

Example Letter:

Drivers Co.

3489 Greene Ave. Olympia, WA 98502

August 17, 2014

Richard Brown, President Document Makers Salem, MA 34588

Dear Mr. Brown,

As someone who has worked with your company for over 3 years, we were very disappointed to see the documents you produced for our latest Drivers Co. publicity campaign.

As our written agreement stipulated, we expected full color leaflets with fancy explanatory texts, but instead, we found that black and white photos had been included in the prepared leaflets. I think you will agree that a communication problem exists.

We would like you to send out a photographer to provide us with the promised color coverage, or provide us with a refund.

Yours truly,

(signature here)

Thomas R. Smith, Director

TRS/lj

3.Adjusting a Claim

Even the best business may make a mistake from time to time. In this case, you may be called upon to adjust a claim. This type of business letter provides an example to send to unsatisfied customers making sure that you address their specific concerns, as well as retain them as future customers.

Useful Key Phrases:

I was very disappointed to read your letter of ... dealing with ...

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As someone who values your business, I have already ...

Also, we will deduct another X percent of the bill for the misunderstanding.

Thank you for your patience.

Example Letter:

Document Makers 2398 Red Street Salem, MA 34588

March 10, 2014

Thomas R. Smith Drivers Co.

3489 Greene Ave. Olympia, WA 98502 Dear Mr. Smith,

I was very disappointed to read your letter of August 17 dealing with the issue of incorrectly produced publicity leaflets. As someone who values your business, I have already begun to find a solution to resolve this problem.

My top photographer will call you to arrange an appointment at your earliest possible convenience to re-take photos in full color. Also, we will deduct another 15 percent of the bill for the misunderstanding. Thank you for your patience.

Sincerely,

(signature here)

Richard Brown, President RB/sp

4.Cover Letters

Cover letters are extremely important when applying for a new position. Cover letters should include a short introduction, highlight the most important information in your resume and elicit a positive response from your prospective employer. These two examples of cover letters are part of a larger section on the site providing all the information you will need on taking an interview in English during your job search.

The cover letter should always be included when sending your resume or CV for a possible job interview. This letter of application serves the purpose or introducing you and asking for an interview. Here is an outline to writing a successful cover letter. To the right of the letter, look for important notes concerning the layout of the letter signaled by a number.

Cover Letter Outline:

2520 Vista Avenue - 1 Olympia, Washington 98501 April 19, 2012

Mr. Bob Trimm, Personnel Manager - 2 Ideas Inc.

587 Lilly Road

Dear Mr. Trimm…

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