Presentation and structure
The layout of business letters often varies slightly from company to company. All the letters in this appendix follow a style which is acceptable for all kinds of business letter and may safely be used as models for your future
correspondence.
TaskDecide whether the following statements are true (T) or false (F). Then read the
text which follows to check your answers.
1 On unheaded notepaper, you should always write your name above your address.
2On unheaded notepaper, the address of the sender is on the right.
3 ❑Our ref. refers to the writer's filing system.
4In the UK, the date 2/4/93 means February 4th, 1993.
5 ❑You should always write the name and position of the person you are writing to above his/her company address.
6You use the salutation Dear Sir or Dear Madam when you know that the person you are writing to is older or more senior than you.
7If you begin with Dear Sir, you end with Yours faithfully.
8The initials p.p. indicate that the person signing the letter is doing so on behalf of someone else.
9It is unusual for the writer to put his/her company position at the end of the letter.
10 In business letters, dates should appear as numbers separated by full points (.) or obliques (/).
The abbreviation Ms can refer to both married and unmarried women. lf you are writing to Mrs Anne Swanson, you open with Dear Anne
Swanson.
Short business letters are regarded as impolite.
Americans may begin a business letter with the salutation Gentlemen, followed by a colon.
The letters Enc. mean that something else has been sent with the letter.
Points to note
n Most company notepaper is headed. However, if you are writing on unheaded paper, put your address (but not your name) in the top right-hand corner. The address of the company you are writing to should appear on the left so that it can be seen through an envelope with a window. If you are writing to a specific individual in the company, his/ her name and position goes above the address.
§ Dates can cause some confusion. 2/3/9_ means 'the second of March'
in English letters, but `February third' in American ones. Confusion can be avoided by writing dates as follows: .2 March (or March 2 in the USA) 199_. The names of the months should not he abbreviated in formal letters.
a When you receive a business letter, there is usually a reference number at the top following the words Our ref. This is designed to help the sender to file related correspondence, and you should quote this reference when you reply.
a. If you do not know the name of the person you are writing to, or you are not sure if you are writing to a man or woman, you should begin Dear Sir or Madam (Gentlemen: in the USA) and end Yours faithfully (Yours truly in the USA). If you know the person's surname, begin (for example) Dear Mrs Jones and end Yours sincerely. If the person is more of a friend, begin (for example) Dear Peter, and end Best wishes. In opening and closing salutations and in addresses, it is common not to use full stops and commas.
a Refer to men as Mr. Refer to women as Ms, unless in previous correspondence from them they have indicated that they use the title Mrs (for married women) or Miss (for unmarried women). Women will often indicate their preferred title by writing it in brackets after their signature, for example: Catherine Honey (Mrs). Most correspondents will assume you are a man unless told otherwise, so if you sign a letter H Jones, most people will reply beginning Dear Mr Jones.
■ When you sign your name, it is common practice to type it out as well and to put your position in the company below it. If someone in a company signs a letter on behalf of someone else, the initials p.p. (per pro) should be used before the name to indicate this,
■ If something is being sent with a letter, Enc, or Encl.(enclosure) should appear in the bottom left-hand corner of the page,
aState your message clearly, concisely, and politely.
2 Enquiries and replies
The content of a letter of enquiry will depend on how well you know the person or company you are writing to. If you are writing to a company for the first time — whether asking for a catalogue or requesting details about a particular product or service — you should start your letter by giving information about your own company. Then state your reason for writing and make your request.
Task 1, when completed, provides a model for a letter of enquiry. Task 2, when completed, provides a model for a reply to an enquiry.
| Task 1 | Read the following letter. Fill in each gap with the letter corresponding to the appropriate word. |
asend dProject g attention j graphics
btogether eMadam h pRamonièreskfaithfully
cforward fbased sell
| Physiologica | 17 Princes Street London EC1 7DQ | Telephone 071 982 7111 Telex 988153 Fax 071 982 7712 |
Our refAN/JS Your ref:
1 July 19___
Discpro SA
251, rue des Ramonieres F-86256 POITIERS CEDEX France
For the 1 of the Sales Manager
Dear Sir or 2
We are a software company 3in London and are
currently developing a Windows-based scientific 4 package for use in universities and research laboratories. We are interested in 5the programs we 6from
unauthorized copying and duplication.
Could you please 7us more technical information about
your RSP-11 software protection system ogcath your
current brochure and price list?
We look 9to hearing from you.
Yours 10
Complete this reply to the letter of enquiry in Task 1 using the prepositions given. You will have to use some prepositions more than once.
for from in to
on of with
251, rue des Ramonières F-86256 POITIERS CEDEX
| Discpro SA | Tel (33) 99681031 Telecopie (33) 102163 |
Ref PV/KH
5 July 19___
Ms Anne Newson Project Director Physiologica
17 Princes Street London EC1 7D0
UK
Dear Ms Newson
Thank you 1 your letter 21 July 3which you
expressed an interest 4the RSP 11 software protection system. Please find enclosed our latest brochure and price list.
5 the information in your letter, I can confirm that
the range of products we supply would be ideal 6your
needs.In particular, I would like to draw your attention
7 the RSP 11W 8page 3 which is designed for
software protection in both Windows and 0/S 2 environments.
As you will see, our protection systems are tailored 9 individual programs. Please let me know whether you would like to arrange a meeting 10 our Technical Director, Mr
Michel Gerard, to prepare a more detailed report 11 your program and particular requirements. He will be in London during the week beginning 15 July.
I look forward to hearing 12 youTélécopie
Yours sincerely
In each of the following sentences, choose the correct word to fill the gap.
I would be_________ if you could send me details of your PS/2 range.
athankful bplease c content dgrateful
You were__________ to us by our associates.
aadvised bsuggest c recommended dinformed
We were given your__________ by The Chamber of Commerce.
aidentity bcompany cname dplacing
Thank you for your letter__________ 19 June.
ain bon cof dfrom
Please__________ enclosed our current catalogue and price list.
afind blook creceive dexamine
We would appreciate__________ you could send us further information on
your range of non-impact printers.
ait that bthis c when dit if
7I would be grateful if you could arrange for your Technical Director
__________ on me.
awill call bis calling cto call dcalls
8We look forward___________ from you.
ahear bto hear chearing dto hearing
9We would be grateful____________ an early reply.
ato bof cfor dwith
10Should you require anything further at this time, please do not contact me.
avoid bhesitate cdelay dprevent
Task 4Match each section of the letter of enquiry on the following page with the
appropriate gap on the blank below.
1 We are currently using 15 Procom 211 Premier PCs in our mail-order department. We have been pleased with their performance, but now
require machines that will run faster.
2M H Jansen Publicity Manager
3I look forward to hearing from you.
4Could you please let me know whether it is possible to upgrade the PCs to 486s and what the likely cost would be?
5Dear Mr Barnard
6Mr J Barnard
Corporate Sales Department Procom Ltd
58 Edison Street
Robin's Lane Industrial Estate Canterbury
Kent CT19 3TE
7Yours sincerely
812 May 19____
9The Red Box
54 Streamside Road Cardiff CF1 1JW
10Our ref: CUG/PL
| Task 5 | You are Mr Barnard. Reply to the letter of enquiry in Task 4. Paragraph 1: Refer to the customer's letter. Say you are happy that the PCs have given satisfaction. Paragraph 2: Explain that the Procom 211 Premiers cannot be upgraded because that particular model has been discontinued. Say that you are enclosing the latest catalogue and draw attention to the Procom 400 PC, which would be ideal for the customer's needs. Suggest that you call soon to arrange a time and date when a representative can visit to give a demonstration of the PC. Paragraph 3: Conclude the letter appropriately. |
Follow the instructions on the memo below. Write out the letter of enquiry in full, including names, addresses, etc.
Mark Walton is the Senior Programmer of Inlogic, Morley House, 18-22 Wolves Road, London SW1 7ND.
Memorandum
To Laura Hayward Date 27 March 19
From Mark Walton Ref
Please send a letter to ASD Computer Products who advertised in the March 23 edition of 'Info Globe'.
Say where you saw the advertisement and ask them for their catalogue.
Quotations and orders
In reply to an enquiry you may want to provide a potential customer with a quotation. This will, of course, quote the price for the requested goods or services, but it will also give some or all of the following information:
1 details of any applicable discounts (a trade discount may be offered to companies in the same line of business while a quantity discount may apply to orders over a certain amount).
2 details of what costs (if any) are included in the price, such as transport and insurance*.
3 the preferred method and terms of payment (for example, a letter of credit payable within 30 days*).
4 some indication of how long it will take for the goods to reach the customer.
Task 1, when completed, provides a model for this type of letter.
The order itself is likely to be written on an official order form, but it will normally be accompanied by a covering letter confirming the terms that have been agreed. The letter in Task 2, when corrected, provides a model for a covering letter to an order.
The following letter gives a quotation. Read it and choose the best word from the options in brackets.
Dear Mr Gianelli
Thank you for your fax of 18 May in which you request a quotation for 5 EMC18O flat-bed scanners.
We can offer a gross price of £3,425.00 — unit price: £685.00 — c.i.f. Genoa. This includes a ( batch, quantity, multiple) discount of 10%.
Payment may be (done, made, spent) by irrevocable letter of credit or by banker's draft. On all ( starting,
initial, prime) orders we usually require payment ( on
by, of) delivery, and for all subsequent orders we ( make, let, allow) a 30-day credit period. Please let us know how you would like to arrange payment.
We have the items in stock and can ( persuade, assure, console) you that your order will be dealt with promptly. Please allow six weeks for delivery.
We look forward to hearing from you again soon. Yours sincerely
 | |||
 | |||
| Task 2 | The following letter was written to accompany an order. There are 8 mistakes (grammar, style, EMC18Order, vocabulary, spelling, etc.). Can you find and correct them? |
Dear Mr P J Wilson
Thank you for you fax of 19 May Please found enclosed our 3O-dayno 88694 for five EMC180 Scanners.
We would like confirming that payment for this initial order will make by banker's draft on delivery. We will take advantage of the 30-day credit, period for any subsequent orders.
We would appreciate if, you could arrange for the scanners to be shipped as soon as possible.
I look forward to hear from you in short. Yours faithfully
| Task 3 | Match the beginnings and ends of these sentences. |
| I | Please find enclosed our current price | a |
| Please fill in the order | b | |
| The prices quoted are subject to | c | |
| Payment can be made by | d | |
| We offer free overnight delivery on | e | |
| We would like to place an order | f | |
| Please could you let us know what trade | g | |
| If the product sells well, we will | h | |
| Please find enclosed a cheque | i | |
| Please let us know when | i |
cheque or credit card.
with you for 2,000 units. we can expect delivery. discounts you can offer.
for f395.95.
place further orders with you. list and order form.
form on Page 26.
orders of over f50.00.
VAT at 17.5%.
 |
| Task 4 | Due to a malfunctioning word processor, the following two letters have been mixed up. One is from Discpro SA providing a quotation for a further order of software plugs. The other is from Physiologica to confirm the order. Match each missing section with the appropriate gap on the blank letters. |
1We would like to place an initial order with you for 500 RSP 11W plugs and enclose your official order form. We normally make payments by banker's draft. Could you please confirm that this is acceptable to you?
2Further to your letter of 1 July and your meeting with Mr Gerard in London on 18 July, I am pleased to be able to give you a quotation for the software protection plugs you discussed.
3P Varenne Sales Manager
4Thank you for your letter of 23 July.
5We hope that this highly competitive price will meet with your approval, and I look forward to receiving your order.
6Dear Mr Varenne
7Anne Newson Project Director
Enc.
8Mr P Varenne
Discpro SA
251, rue des Ramonieres F-86256 POITIERS CEDEX France
9I would like to point out that delivery before the end of November, as agreed with Mr Gerard, is a firm condition of this order as we hope to have the program ready for sale by then.
10Dear Ms Newson
11Ms Anne Newson Project Director Physiologica
17 Princes Street London EC1 7D0 UK
12We would be able to supply 500 RSP 11W plugs at a unit cost of E17.86, including transportation costs. On any additional orders, we would be able to offer a 20% discount on the unit price.
 |
| Task 5 | When writing formal letters, we often precede questions which ask for information with phrases like Could you please let us know... and Kindly inform us... |
Look at the examples below and note how the original questions change when they become part of a longer question or statement. Then change the questions which follow in the same way.
1 When/Where/How will the consignment arrive?
Could you please let us know when/where/how the consignment will arrive%
2 Do you offer discounts on large orders?
Could you tell us whether you offer discounts on large orders?
3 Are you interested in this offer?
Please let us know whether you are interested in this offer.
1How would you like us to pay?
Could you please let us know -
2 How many items would you like to order?
Please let us know
3Do you have the items in stock?
Could you please tell us
4Are these terms acceptable to you?
Please let us know
5Do you anticipate any delays with delivery?
Please let us know
6When would you be able to ship the order?
Kindly inform us ________
7 Where would you like us to send the order?
Please let us know
8Would you be prepared to offer us a quantity discount?
Could you please tell us
9When would you like to receive payment?
Please let us know
10Would you like us to arrange a maintenance contract?
Kindly inform us
| Task 6 | Follow the instructions from George Ramsden, Senior Project Engineer at Bespoke Assemblers, 22 Clarendon Street, Cambridge CB4 8RP. |
Memorandum
To Sally Parker Date 24 July 19_
From George Ramsden
Please write a letter to Frith Components, 139 Giles Kemp Road, London N1 2RR.
1 Say we saw the advertisement for their company in
the latest issue of Electronic Engineer.
2 Ask if they are able to supply the following: 2O 486DX-33 motherboards
12 4Mb SIMM 60NS
8 Intel Ether Express 8/16-bit switchablecards.
3 Find out what discounts they give and what their terms of payment are.
Methods of payment
Common methods of payment include:
bank transfer:payment can be made by ordering a home bank to transfer money to an overseas account. If telegraphed, the transfer is known as a telegraphic transfer (TT), and if mailed, a mail transfer (MT). The Society for Worldwide Interbank Financial Communications (SWIFT) offers facilities for a 24-hour transfer of money to a beneficiary on its computer systems.
international banker's draft:a banker's cheque which the bank draws on itself and sells to the customer, who then sends it to his supplier as he would an ordinary inland cheque. So if you have to pay your supplier £2,000, you purchase the cheque for that amount, plus charges. Usually the receiver's bank should either have an account with the sender's hank, or an agreement.
bill of exchange:the seller prepares a bill of exchange in the name of the buyer. The bill states that the buyer will pay the seller an amount within a stated time, e.g. 30
days. The bill is sent to the buyer either by post, or through a bank, and the buyer signs (accepts) the bill before the goods are sent. Shipping documents usually accompany bills when the hank acts as an intermediary in overseas transactions.
letter of credit (L/C):letters of credit (or documentary credits, as banks refer to them) have to be applied for from the buyer's
bank, by filling out a form giving details of the type of credit (i.e. revocable, which can be cancelled, or irrevocable, which cannot be cancelled), the beneficiary (the person
receiving the money), the amount, how long the credit will be available for (i.e. valid until...), the documents involved (bill of lading, insurance, invoice, etc.), and a description of the goods. The money will be credited to the supplier's account as soon as confirmation of shipment is made. This is done when the documents are lodged with the customer's bank.