BUSINESS

CORRESPONDENCE
INTRODUCTION
• Business correspondence means the
exchange of information in a written format
for the process of business activities.
• Business correspondence can take place
between organizations, within organizations
or between the customers and the
organization.
• The correspondence is generally of widely
accepted formats that are followed
universally
NEED FOR WRITTEN
COMMUNICATION
• Maintaining a proper relationship
• Serves as evidence
• Create and maintain goodwill
• Formal communication
• Independent of interpersonal skills
ESSENTIALS OF EFFECTIVE
CORRESPONDENCE
• Simplicity
• Conversational Style
• Clarity of Goal
• Public relations aspect
• You attitude
• Courtesy Persuasion
• Sincerity
• Positive Language
• Due emphasis
• Coherence
• Care for culture
• Tactful approach
• Ethical standard
TYPES OF
CORRESPONDENCE
• Letter of enquiries and replies
• Letter of orders and their executios
• Complaints and adjustments
• Credit and status enquiries
• Agency letters and sales letters
ENQUIRIES AND
REPLIES
 ENQUIRY LETTER
• IT IS THE FIRST CATEGORY OF LETTERS SENT BY AN
ORGANIZATION OR AN INDIVIDUAL.
• WRITER MAY GIVES VALUABLE INFORMATION ABOUT HIMSELF
OR THE ORGANIZATION,HIS OR THE ORGANIZATION’S
REQUIREMENTS,EXPECTATIONS ETC.
• LETTER OF ENQUIRY TRIGGERS OFF A TWO-WAY
COMMUNICATION PROCESS.
ENQUIRY LETTERS

POINTS TO BE NOTED IN AN ENQUIRY LETTER

A. IT IS ESSENTIALLY AN INFORMATION SEEKING LETTER.
B. ENQUIRY LETTERS SHOULD INCLUDES FOLLOWING POINTS:
I. THE PURPOSE OF THE LETTER.
II. REQUEST FOR CATALOGUE/PRICE LIST.
III. THE DETAILS FOR TERMS RELATING TO DISCOUNT,CREDIT,MODE OF
DELIVERY.
IV. AN IDEA OF THE QUANTITY NEEDED SO THAT THE SUPPLIER MAY QUOTE THE
BEST PRICE.
AN ENQUIRY CAN BE MADE EITHER AT SENDER’S OWN INITIATIVES OR IN RESPOSE
TO AN OFFER.
 SAMPLE OF ENQUIRY LETTER

MODSPORTS CLUB
Mathura Road,New Delhi

5/10/2018
Unique
ASK Sports, GOOD SUPPLIER
A SPORTS TO SEND THEIR PRICE LIST AND
Subash Road,Chandigarh
CATALOGUE.
Dear Sir,
Kindly send us your latest price list of your sports
goods.

Yours faithfully,

Modsports Club
REPLY LETTERS

• THERE SHOULD NOT BE DELAY IN REPLYING.

• A REPLY MUST BE COMPLETE.
• IT MUST CONTAIN ALL THE POSITIVE INFORMATION.
• MUST CONVIENCE THE BUYER ABOUT THE QUALITY OF
THE PRODUCT,FAVOURABLE NATURE OF TERMS AND
CONDITION,AND AFTER SALES-SERVIE WHENEVER
NEEDED.
POINTS TO BE NOTED IN A REPLY
LETTER
A. A LETTER TO AN ENQUIRY MUST BE PROMPTLY WRITTEN
TO SECURE ORDER.
REPLY LETTERS SHOULD INCLUDES FOLLOWING POINTS:
1. REFERENCE TO THE DATE AND NUMBER OF THE LETTER
OF ENQUIRY.
2. THANKS TO THE PATY FOR INTEREST IN THE RECEIVER.
3. COURTEOUS TONE.
4. ALLL RELEVANT INFORMATION,INCLUDING WHETHER
CATALOGUE IS ENCLOSED OR IS BEING SENT SEPARATELY.
5. ASSURANCE OF BEST SERVICE TO SENDER OF ENQUIRY
 SAMPLE OF REPLY LETTER
UNIQUE SPORTS
Subash Road
Chandigarh

8/10/2018
• Manager
REPLY TO THE MENTIONED ENQUIRY LETTER
Modsports Club
Mathura Road,New Delhi

Dear Sir,
Thank you for your enquiry of October 4,2018.We are glad
to enclose the price list of our sports goods.Our normal trade
discount is 15% and 5% extra for bulk orders exceeding Rs.50,000.

If you need further details feel free to write to us.

Yours
faithfully,

Unique Sports
 &
THEIR
 What is an
Order ?
A confirmed request by one party to
another to buy, sell, deliver, or receive
goods or services under specified terms
and conditions.
Ways to Place Order :

1.Letter Form
2.Order Form
Orders placed in letter form must contain the
following :
• Reference to the seller’s letter number, date
etc.

• Catalogue number, price list

• Specification of goods and their quantity

required.

• Place and date of shipment or delivery.

• Instructions regarding packing, insurance etc.

• Mode of payment agreed upon.

Sampl
e of a
Letter
Form
of
Order
Format
of a
Purcha
se
Order
Acknowledgment of an
Order
An order must be promptly
acknowledged in either of the
following ways :

• By writing a special letter of

acknowledgement.
• By filling in a printed
acknowledgement card and
posting it immediately on receipt
An
of acknowledgement
the order. letter must hav
3 A’s :

1. Acknowledgement of the order

2. Assurance of the availability
3. Appreciation
For fulfilling an order the seller must keep the following
points in mind :
 The order must be immediately acknowledged.

 The acknowledgement can be made on an ‘Acknowledgement Card’

or by writing an ‘Acknowledgement Letter’.

 The buyer must be thanked for his interest in seller.

 The seller must check whether the buyer has given all the necessary
details of the goods ordered.

 The seller must seek every possible way to satisfy the customer.

 In case an item is not available the seller must be prepared in

advance to offer the best possible substitute for it.

 If the order cannot be fulfilled because of outstanding amount, the

seller must ask for settlement in a polite tone.
Delay In Settling
Order
Delay in delivery of orders are almost unavoidable
in business. That is why we have a Delay in Order
Delivery Letter. It is also an Acknowledgment Letter
but acknowledging and discussing to them the
problems for their order.
Delay in Order Delivery Letter
must have :

1.Acknowledgement of the letter.

2.Reasons for the delay.
3.Apologies for delay.
 COMPLAINTS AND FOLLOW UP

CAUSES FOR COMPLAINTS-

• GOODS FOUND DAMAGED
• SUPPLY OF SUB STANDARD QUALITY GOODS
• ORDER CARELESSLY FULFILLED
• INORDINATE DELAY IN SUPPLYING GOODS
• WRONG INVOICING
• POOR AFTER SALES SERVICE
 INTRODUCTION
• IN TERMS OF BUSINESS CORRESPONDANCE,
BUSINESS ENQUIRIES ARE QUESTIONS WITH REGARDS
TO BUSINESS.
• AND BUSINESS REPLIES ARE THE RESPONSE TO THE
ENQUIRY MADE WITH REGARD TO BUSINESS.
• FOR EXAMPLE ASKING A COMPANY FOR MORE INFORMATION
ABOUT A PRODUCT OR SERVICE YOU ARE PLANNING ON
PURCHASING IS A BUSINESS ENQUIRY.
• WHERE AS PROVIDING ALL THE INFORMATION ASKED ABOUT
THE PRODUCT SUCH AS PRICE,DISCOUNTS,DELIVERY ETC IS
BUSINESS REPLY.
GUIDELINES FOR DRAFTING COMPLAINTS-

A COMPLAINT LETTER SHOULD BE WRITTEN IN A POLITE AND CONSIDERATE WAY BY

INCORPORATING THE FOLLOWING FACTORS OR ELEMENTS:
• SPECIFIC CAUSE OF COMPLAINT: IN A COMPLAINT LETTER, THE CUSTOMER SHOULD
MENTION THE SPECIFIC CAUSE OF COMPLAINT. THIS WILL HELP THE SELLER TO
UNDERSTAND HIS FAULT AND TO TAKE NECESSARY STEP FOR ADJUSTMENT.
• NATURE OF LOSS: COMPLAINT LETTER MUST SPECIFY THE NATURE AND EXTENT OF
DAMAGE CAUSED IN TERMS OF MONEY, LOSS OF SALES, LOSS OF SERVICE OR GOODWILL.
• POSSIBLE REMEDY: A COMPLAINT LETTER SHOULD CLEARLY INDICATE THE PROBABLE
REMEDIES FOR SETTING THE COMPLAINT.
• COURTEOUS LANGUAGE: LANGUAGE OF COMPLAINT LETTER SHOULD BE SIMPLE, EASY,
COURTEOUS AND FRIENDLY. HOWEVER, ITS TONE SHOULD BE STRAIGHTFORWARD.
• DOCUMENTARY PROOF: SUFFICIENT DOCUMENTS SHOULD BE ENCLOSED AS PROOF OF
COMPLAINT. WITHOUT NECESSARY DOCUMENTS, THE LETTER MAY HAVE NO VALUE TO THE
RECIPIENT.
GUIDELINES FOR DRAFTING REPLIES TO COMPLAINTS

• PROMPTLY ACKNOWLEDGE THE LETTER AND THANK THE CUSTOMER FOR WRITING

IT.

• EXPRESS REGRET FOR THE INCONVENIENCE CAUSED TO CUSTOMER.

• ADMIT THE FAULT IF SOMETHING HAS ACTUALLY GONE WRONG.

• ASSURE THE CUSTOMER OF HIS SINCERE EFFORTS TO MAKE AMENDS.

• SPECIFY WHAT ACTION HE IS GOING TO TAKE.

• CLOSE WITH OFFER OF BETTER SERVICE IN FUTURE.

SAMPLE REPLY OF A COMPLAINT-
SUBJECT: APOLOGY LETTER IN RESPONSE TO CUSTOMER COMPLAINT
DEAR SIR OR MADAM,
I (YOUR NAME AND DESIGNATION), ON BEHALF OF,(NAME OF THE COMPANY),
SINCERELY APOLOGIZE TO YOU. WE HAVE RECEIVED A NOTICE FROM YOU THAT YOU
PURCHASED A MEDICINE MADE BY OUR COMPANY, WHICH WAS EXPIRED. WE, HEREBY,
INFORM YOU THAT THIS WAS ACCIDENTAL AND THE PACKET OF THE EXPIRED MEDICINE
WENT ALONG WITH THE UNEXPIRED PACKETS. I UNDERSTAND THAT IF YOU WOULD
HAVE CONSUMED THE MEDICINE, THE RESULT COULD HAVE BEEN FATAL. THEREFORE,
WE ALWAYS ADVISE OUR CUSTOMERS TO, KINDLY, CHECK THE DATE OF EXPIRY
BEFORE CONSUMING ANY OF THE PRODUCTS.WE ARE AGREEABLE TO PAY YOU THE
FINE AMOUNT MENTIONED BY YOU IN YOUR NOTICE. HOWEVER, THE ACT BEING
ACCIDENTAL, WE REQUEST YOU TO NOT TO TAKE THE MATTER TO THE CONSUMER
COURT. I HOPE THAT YOU WILL ACCEPT OUR APOLOGY AND KINDLY ACT IN OUR FAVOR.
HOPING TO HEAR SOMETHING POSITIVE FROM YOU.
STATUS ENQUIRIES-

• ENQUIRY RELATES TO THE ACT OR PROCESS OF SEEKING INFORMATION. IN

EVERYDAY CORRESPONDENCE, PEOPLE IN BUSINESS HAVE TO DEAL WITH
NUMEROUS LETTERS OF ENQUIRY.
• TWO SUCH COMMON TYPES OF ENQUIRIES IN THE WORLD OF BUSINESS ARE
CREDIT AND STATUS ENQUIRIES.
• THE MAIN OBJECTIVE IN WRITING SUCH LETTERS IS TO SEEK INFORMATION.
• THE LETTER SHOULD NECESSARILY BE POLITE AND SPECIFIC ABOUT THE
DETAILS SOUGHT.
• IF YOU WANT A QUICK RESPONSE, SAY SOMETHING NICE ABOUT THE
ORGANIZATION OR THE PRODUCT. IN OTHER WORDS, MAKE SURE YOUR
LETTER OF ENQUIRY ENDS ON A NOTE OF GOODWILL.
SOURCES OF INFORMATION ABOUT
CREDITWORTHINESS
• 1. TRADE REFERENCES: THESE ARE PROVIDED BY THE COMPANIES ALREADY TRADING WITH THE CUSTOMER.

2. BANK REFERENCES : THESE ARE PROVIDED BY CUSTOMER’S BANK TO INDICATE THEIR FINANCIAL STANDING.

3. CREDIT AGENCIES : THESE AGENCIES PROVIDE CREDIT RATING FOR DIFFERENT COMPANIES. INFORMATION
CAN ALSO BE OBTAINED FROM VARIOUS SOURCES SUCH AS BANK, NEWSPAPER REPORTS, COURT JUDGMENTS,
PAYMENT RECORDS, IN RETURN FOR A FEE

4. FINANCIAL STATEMENTS : THESE CAN BE OBTAINED EITHER DIRECT FROM THE BUSINESS, OR FROM
COMPANIES HOUSE.

5. PAST EXPERIENCE : SUPPLIER CAN ACCESS EXISTING CUSTOMERS PAST PAYMENT RECORDS TO CHECK THEIR
CREDITWORTHINESS.

6. PERSONAL CONTACT : INFORMATION ON CUSTOMER’S CREDITWORTHINESS CAN BE OBTAINED THROUGH

INTERVIEWING SENIOR MANAGEMENT AND STAFF.

7. SALESMAN’S INTERVIEW AND REPORTS

8. GENERAL SOURCES OF INFORMATION: TRADE JOURNALS, BUSINESS MAGAZINES AND THE COLUMNS OF THE
BUSINESS PRESS KEEP THE CREDIT MANAGERS UPDATED WITH THE FACTORS INFLUENCING CUSTOMERS’
BUSINESSES.
 EXAMPLE OF ENQUIRY LETTER-
• THIS LETTER IS ABOUT A REAL ESTATE BROKER ENQUIRING.
DEAR MR. VILASRAO PATIL,
WILL YOU PLEASE TELL ME WHETHER THE 120-ACRE TRACT YOU ADVERTISED IN THE
SEPTEMBER 1 INDIAN EXPRESS HAS DEEP FRONTAGE ON THE RIVER (20 FEET
MINIMUM)?WE ARE SEEKING SUCH A SITE FOR A NEW PLANT, AND IT APPEARS THAT
YOUR PROPERTY COULD MEET OUR REQUIREMENTS. BUT WE NEED ANSWERS TO
SPECIFIC QUESTIONS BEFORE WE CAN DECIDE ABOUT THE PROPERTY.IS THE LAND
REASONABLY LEVEL AND WELL DRAINED? A WRITTEN DESCRIPTION OF THE TRACT
TERRAIN SHOULD ANSWER THIS QUESTION. IN YOUR DESCRIPTION, PLEASE INCLUDE
MINIMUM AND MAXIMUM ELEVATIONS.CAN THE PROPERTY BE REACHED BY AN
EXISTING ALL-WEATHER ROAD? IF THE ANSWER IS YES, WHAT IS THE COMPOSITION
OF THIS ROAD'? WHAT IS ITS CONDITION?IF YOUR ANSWERS INDICATE THAT THE SITE
MEETS OUR NEEDS, WE SHALL WANT TO INSPECT THE PROPERTY. AS WE MUST MOVE
FAST ON THE BUILDING PROJECT, MAY I HAVE YOUR ANSWER BY JULY 15?
SINCERELY,
LETTER OF AGENCY
What is Letter of Agency?

• A Letter of Agency (LOA) establishes that applicant entities have authorized the
person identified in the letter to act on their behalf.

• An LOA is evidence that establishes the relationship between the authorized

person executing any program forms, and the entities featured on those forms.

• A Letter of Agency is also termed as Letter of Authorization.

Consortium Letter of Agency

• A consortium LOA is most commonly signed by consortium members and

kept on file by their consortium leader to verify their knowledge of their
membership and participation in the consortium.

• The timeframes of these authorizations cannot be open-ended, such as

"until terminated by either party.”
 THE DOCUMENT ESTABLISHING THE ABOVE AUTHORIZATION MUST
CONTAIN ALL OF THE FOLLOWING:

• The name of the person filing the application (the consortium leader).
• The name of the person authorizing the filing of the application (the
entity who will receive discounted services, such as a consortium
member)
• The specific timeframe the LOA or authorizing document covers (for
example, Funding Year (FY) 2018)
• The signature, signature date, and title of an official who is an
employee of the entity who is authorizing the filing of the application
(the entity who will receive discounted services, such as a consortium
member).
• A description of type of services covered by the LOA or authorizing
document (the description of services can be as general as "all
Schools and Libraries (E-rate) Program eligible services" or it can be
more restrictive).
SALES LETTER
• A form of direct mail in which an advertiser sends a
letter to a potential customer
• Their primary aim is publicity or to reach out to a
large number of people interested in a particular
product or service
• The sales letter should be persuasive enough to
make even the non interested people act
CHARACTERISTICS OF GOOD SALES LETTER
1. Attracting Attention
Every sales copy should attract its readers.
2. Engaging
One of the most effective ways to engage the readers is to connect with them by
addressing their most pressing concerns. You have to express what’s in your product
that can benefit them.
3. Captivating
Captivating sales copies are those which are able to relate to the problems and
concerns of their target market.
4. Mesmerizing
For some prospects, it is just hard to make purchase because of little distrust. To
address this, one can provide testimonies of people who are satisfied with the product.
Testimonies help to reassure readers that the product actually works.
5. Reassuring
The last ounce of doubt in customers cab be eliminated if they can get a reassurance
of satisfaction, otherwise their hard-earned money will be returned. A money back
guarantee is the best form of reassurance any buyer can get for buying a product.
SALES LETTER WRITING TIPS
•The style and tone of the letter should be simple.

•There should be no confusion and no chance of

errors.

•It should be a formal letter.

•Only relevant information should be provided.

•Avoid being clever and funny.

•Do not get diverted from the major point.

 SAMPLE OF SALES LETTER
From,
____________
____________
____________
Date ______________(Date of issuing letter)To,
To
____________
____________
____________
Subject: ____________________
Dear Sir/Madam,
We are glad to______________________(introduce your product). It is ________________ (features
and benefits). This software is in the market for last three months and we have got positive
responses from many of our customers. We will feel glad to__________________( introduce
your purpose)
I will be proud to__________________(reintroduce the features of the Product). I would like give
a demonstration to you. We hope for a good business prospect.