BUSINESS LETTERS

• Letter of Complaint• Letter of Adjustment (Compensation)• Sales Letter• Letter of Request (Enquiry)• Reply to Letter of Request (Enquiry)• Request for an Offer• Reply to Request for an Offer• Reply to Offer• Placing Order• Acknowledging Order

Letter of Complaint

• Letters of complaint usually include the following stages:

• Background

• Problem - cause and effect

• Solution

• Warning (optional)

• Closing

Background• This section describes the situation; e.g.

• I am writing to inform you that the goods we ordered from your company have not been supplied correctly.

• I attended your exhibition Sound Systems 2009 at the Fortune Hotel (22-25 January) and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organizational problems.

• I am a shareholder of Sunshine Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank. Your company is listed as the auditor in the latest annual report of the bank, so I am writing to you to ask for an explanation of the following issues.

• I am writing to inform you of my dissatisfaction with the food and drinks at the 'European Restaurant' on 18 January this year.

Problem •   Cause: • On 6 March 2009 we placed an order with your firm for 10,000 ultra

super long-life batteries. The consignment arrived yesterday but contained only 1,000 batteries.

• Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable.

• You sent us an invoice for $10,000, but did not deduct our usual 10% discount.

• We have found 20 spelling errors and 2 mislabeled diagrams in the sample book. 

•   Effect: • This error put our firm in a difficult position, as we had to make

some emergency purchases to fulfill our commitments to all our customers. This caused us considerable inconvenience.

• Even after spending several wasted hours trying to register in this way, the computer would not accept my application.

• I am therefore returning the invoice to you for correction. • This large number of errors is unacceptable to our customers, and

we are therefore unable to sell these books.

Solution

• I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.

• Could I please ask you to look into these matters.

• Please send us a corrected invoice for $9,000 • I enclose a copy of the book with the errors

highlighted. Please re-print the book and send it to us by next Friday.

Warning

• Otherwise, we may have to look elsewhere for our supplies.

• I'm afraid that if these conditions are not met, we may be forced to take legal action.

• If the outstanding fees are not paid by Monday, you will incur a 10% late payment fee.  

Closing

• I look forward to receiving your explanation of these matters.

• I look forward to receiving your payment.

• I look forward to hearing from you shortly.

• Fortune Goods317 Orchard RoadSingapore

• 13 March 2009

Attn: Mr David Choi Sales Manager Everlong Batteries171 Choi Hung Road Hung HomHong Kong

Dear Mr Choi

Re. Order No. 768197

I am writing to inform you that the goods we ordered from your company have not been supplied correctly.

On 6 March 2009 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.

This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience.

I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for our supplies.

I look forward to hearing from you by return.

Yours sincerely

     J. Wong

J. Wong Purchasing Officer

• Nancy AlethoP.O. Box 2572Austin, TX 78720November 19, 19XX Ms. Suzanna MaywineMarcella Brindisi Manager, Frailey's1001 Airport Blvd.Buda, TX 78700

Dear Ms. Maywine:

I am writing you concerning a problem that has arisen from the purchase of one of you cosmetic products on August 16, 1994 at the Frailey's Mainland Mall Store. The item is your Brindisi Ultra Sable Mascara priced at $64.95. The sales girl sold me this mascara, two shades of blush and a jar of Fango masque on this date.

The problem developed shortly after applying this mascara for the first time. Within one hour, my eyelids became puffy and red and began to itch. After two hours, my entire eye area was swollen and remained so for two days. No other cosmetic product had been applied to my eye area, and I feel sure that this mascara caused an allergic reaction for my skin. I have used various brands of mascara including Estee Lauder, Channel and Maybeline and have never experienced this sort of reaction before. My dermatologist advised not to use your Brindisi product again. I had purchased this new tube of mascara in preparation for a head shot which was scheduled for the day on which I first used your product. I was unable to keep this appointment for which I had paid a nonrefundable deposit of $150.00. I also incurred a dermatologist fee of $95.00. Copies of receipts for these services and the mascara purchase are included in this letter.

I would appreciate being compensated in the amount of $319.95 immediately for the discomfort and trouble the use of your product has caused me. This sum is to reimburse me for the doctor's visit, for the $150.00 photographer's fee, and for the purchase price of the mascara.

I have used many of your products in the past without any problems and hope to continue a positive relationship with your company and its products in the future.

Sincerely,

Nancy Natho

Encl: Receipts: Foley's, $64.95Dr. Gary Zelazney, $95.00,Rick Patrick, photography, $150.00(Photograph of swollen eyes)

Dear Jerry:

As the manager of the deli department, I think you should be aware of the horrible language that one of your employees was using as he spoke (yelled) at a customer. The customer was an older woman who was having some difficulty hearing him and it was clearly annoying your employee (probably because there was a long line of other customers waiting to be served).

His identification tag showed the name “John.” I was truly shocked to hear the horrible things he was saying to the customer. I couldn’t believe my ears. There were other customers present, including some with children! I don’t know how many people he has offended, but I found it so offensive that I don’t want to go into that part of the store again.

I personally feel he has no place interacting with the public when he lacks the most basic sense of propriety and kindness. Whatever action you decide to take, I am certainly willing to act as a witness.

Sincerely,

Letter of Adjustment (Compensation)

Green Tree Freight Co., Inc.Columbus, Ohio 45453(315) 565-6789March 26, 19XX Mrs. Phoebe F. HughesComplete Table, Inc.P.O. Box 3132Austin, TX 78703

Subj.: March 24 letter about damaged freight

Dear Mrs. Hughes:

I have just received your March 24 letter about the damaged shipment you received through Green Tree Freight and regret the inconvenience that it has caused you.

From your account of the problem, I am quite sure that your request for the $240 adjustment on the damage to the 2 crates of Valjean Cristal stemware will be granted. A certain amount of breakage of this sort does unavoidably occur in cross-country shipping; I am sorry that it was your company that had to be the one to suffer the delay.

I must remind you to keep the damaged crates in the same condition in which you received them until one of our representatives can inspect them. That inspection should take place within 2 weeks.

If all is in order, as it sounds to be in your letter, you can expect the full reimbursement within 2 weeks after our representative's inspection. I hope this unfortunate accident will not keep you from having merchandise shipped by Green Tree Freight in the future.

Sincerely,

David F. Morgan, Customer RelationsGreen Tree Freight Co., Inc. Columbus, Ohio 45453(315) 565-6789

SALES LETTERMrs. Bess Cooperburg Cooperburg Department Stores One Park Place Sibling, Ohio 02202

Dear Mrs. Cooperburg:

Bertram and Bertram Store Displays is a full-service company offering store layout and designs as well as fixtures and supplies.

Enclosed are our current catalog and price list. If you look through our catalog, you will find that our prices are competitive. We also offer quantity discounts.

If there is something you are looking for and you do not find it in our catalog, please call me. We’d be glad to fill your needs. Our phone number is 1-800-555-5467.

Yours truly,

William Berran Vice President

wb:gm Enc.

Letter of Request

• Tell the reader why you are writing

• If appropriate, give details about yourself

• Briefly explain what you want from the reader to do

• Give all the information needed

• Include supporting documents

• Thank the person for his/her assistance

Mr. Russell PaulComputertime, Inc.123 Any AvenueAnytown, CA

Dear Mr. Paul:

We recently noted in the Mill Valley News “Business Talks” column that you offer consulting services to small businesses.We have a public relations firm, and we needhelp interconnecting our current systems.We have three Power Mac 65s and two IBM ThinkPads.

We would like consulting help about how to network our systems, whether we need to purchase some software to port data between the two systems, and what kind of software we need to support our substantial business in presentation visuals.

Please call us and let us know your background, whether this is the type of work you do,and hourly rates.

Sincerely,

Tom Robinson,Office Manager

Reply to Letter of Request

Request for an Offer

Gentlemen:

We received your address from Mr…, our representative in…He informed us that you manufacture various types of adding machines. We are very interested in including your machines in our sales program.

If you are interested in doing business with us, we would like you to make us an offer with full details.

We hope to hear from you soon.

Sincerely yours,

Reply to Request for an Offer(Rejection)

Gentlemen:

We acknowledge receipt of your letter of inquiry dated …. Unfortunately, we are not in a position at present to make you an offer, as our production is sold out for the next .. months. A temporary increase in production capacity is not possible.

We trust you will understand our position.

Sincerely yours,

Offer based on InquiryGentlemen:

Thank you for your inquiry of…

At the same time, we enclose the sample of …which you requested. We can offer you this item on the following terms:

Plastic…in lots of…Minimum order:…Delivery: freight paid to borderPacking: no chargePayment: by irrevocable letter of credit

We would appreciate your order and promise you prompt service at all times.

Sincerely yours,

Enclosure: 1 sample

Reply to Offer(positive)

Gentlemen:

On the basis of your offer dated…, we enclose Purchase Order No…for the specified goods at the prices and terms of payment quoted.

We have set… as the delivery date.

Sincerely yours,

Enclosure:1 purchase order

Reply to Offer(negative)

Gentlemen:

We acknowledge receipt of your offer and thank you.

Unfortunately, it does not meet our expectations, as the prices quoted are considerably higher than those for comparable merchandise of other firms.

We regret not being able to give you a more favorable reply.

Sincerely yours,

Placing OrderMr. Maxwell NorthAndoris Publishing Company312 West Main StreetBoonton, New Jersey 07005

Dear Mr. North:

Please send me the following books advertised in your Fall 20X7 catalog:

5 copies of The Commercial Loan $245.006 copies of Banking Dictionary 294.003 copies of Bank Seller’s Directory 105.00Total 644.00Less 10% discount on 10 books or more 64.40

Amount due $579.60

I have enclosed a company check for $579.60. Please send the order tome at: Big Bank Company, 186-A Grampian Road, Gloucester, New Jersey43456.

Thank you for your assistance.

Sincerely,Larry T. EdselTraining Directorlte:jlsenc.

Gentlemen:

Referring to your offer of … we would like to send you the following order:

…items at (price) The articles should conform to those described in your brochure and to the samples you sent us.

We expect delivery free of charge by Nov. 14, 2008. Packing is to be in boxes and with no extra charge.

Remittance will be made upon receipt and inspection of the goods.

Please confirm this order.

Sincerely yours,

Acknowledging OrderDear Mrs. Stringer,

Thank you for your May 15 telephone order for various beads and beading tools. Delivery ofour catalog items generally takes less than a week. Larger orders such as yours may take twoto three weeks because some of the beads you selected are custom-made in Canada.We arepleased to notify you, however, that your large order qualifies you for our new 20% bulk discount,applied to all orders over $200. (As you will see on the accompanying invoice, we havealready deducted your discount from the total price of your order.)

Your order number is xxx-xxxxx.We are shipping […] to […]. The total purchaseprice, including shipping, is $xx.xx.

Please take a moment to look over these details. If you have any changes or questions, pleasecall us at 800-555-5555.

Bobbie Cunningham,Customer Service Rep.Baubles and Bobbleheads

Mr. Simon Legyern Legyern Cabinetmakers, Inc. 45 Merrimac Trail Williamsburg,Colorado 32345

Dear Mr. Legyern:

Thank you for your order of 12 cases of wood glue from our company. The invoice for $288 is enclosed.

A portion of your order—8 cases—was shipped out this morning and should reach youwithin 10 days. We regret that to fill your order, we depleted our stock and must order the remainder of the glue from the manufacturer. You should receive the remainder of your order within 2 weeks. We apologize for the delay, but as a result of a special bulk rate we offered on this particular type of glue, we sold much more than we had anticipated. We are, of course, offering you the same savings that were featured in the sale.

Thanks for your order. We look forward to doing more business with you in the future. ,

Sincerely, ,

Kate Narconi ,

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