Beruflich Dokumente
Kultur Dokumente
Inside Address
Salutation Body Complimentary Close Signature Block
Reference Initials
Subject Line
Company Name in Signature Block Enclosure or attachment notation Copy Notation Postscript
Punctuation Style
Stationary
Size Color Quality Continuation Pages
TYPES
MAKING INQUIRIES
Form filled by the reference for specific information
Important aspects like candidates ability, intelligence, character etc are included
Vague statements are avoided Letter can also be sent as inquiry The word Confidential is written on the letter and envelope.
GIVING INFORMATION
If an employer is a reference; reason for leaving previous job should be mentioned
Reference/Recommendation Letter should include:
Candidates name, length and nature of acquaintance Brief account of conduct at the job Few remarks about nature Reason for seeking other employment Opinion on suitability for the post applied
TYPES
It is not a letter
Certification that the writer:
Has known the subject for a certain period Has known the subject in a particular capacity Has noted certain qualities of the person
Carries the title Certification or Recommendation Subject may or may not use it Depreciates rapidly
TYPES
TYPES
TYPES
Given when a person is selected for a higher post Promotion letter should contain:
Date of promotion Name of new post and scale of pay Basic salary to be given to the person Reference to extra benefits, if any Request for acceptance
TYPES
Given to an employee:
Whose work is unsatisfactory Who violates rules and regulations Behaves in an undisciplined manner
It is given in confidence
TYPES
TYPES
This process of making indifferent customer into potential buyers can be described as the five Ps of persuasion
Attracting Attention
It is not only the appearance and the idea that
attract and influence the reader. The style of the sentence is equally important Four main types of sentences are:
Statement Question Command Exclamation
Statements
Proverbs and Quotation It is the busiest man who has the time to spare Striking information The noise level in metro cities has already reached 95 decibels while the tolerance limit is 45 decibels Stories and anecdotes Split opening You cant buy everything in the world-------- but you CAN buy the best of some things Conditional Sentence If you have intelligent children, thry will ask questions which adults never dream of.
Questions
Beginning with Wh- word Beginning with verbs like can, would, are Question tags which ask for the confirmation of
the statement
Command
Words like Stop, Arrest, Look out sound like a
warning.
Exclamation
The festival season is here again!
of possessing a product or having a service rendered. The letter must show how the product can satisfy the aroused need. The brand name of the product is used as often as possible and is printed in capitals in color or in a distinctive style. Negative appeal is generally avoided.
The initial interest and desire for a product gives place to doubts and uncertainty of different kinds and on different accounts To overcome this, evidence (facts and opinions) should be used. Facts: They should be reliable and verifiable Figures of sales Medals, prizes won Samples, guarantees, demonstrations and trial offers Opinions: They are personal. They can be useful only if the source is reliable. Example: Fruitco sauce won a gold medal at the international Food for Health Exhibition held in New Delhi last year. And of course, all our products bear the ISI mark.
Inducing Action
The sentence must be extra ordinarily clear and precise. Some commonly used inducements are:
Gift/price-concession coupon valid up to a given date Reduced price if the purchase is made by a given date Just sign and mail the enclosed pre-paid card today and get a free, ten day trial of our product (Command) Wont you use the enclosed form so that we may add your name to our list of Helpers of Neglected Children? (Friendly) Hurry to join the dancers ! The special rates close on the 18th (Exclamatory)
Avoid
Words like if, may, hope, trust. Offering a choice Saying anything about the product after urging the action
Sample
Orders
Routine letters Effectiveness depends on the accuracy of the
details All important content are tabulated Details of an order: Product, its specifications and quantity Packing Delivery Settlement of account
order)/ request to send goods Details of the required goods Goodwill message
Reply
Acknowledgementis essential Creates and maintains goodwill withcustomers
Drafting Orders
First order
First hand prices and terms are settled Opens with a reference to the received quotation
Ends with the expectation that the trial order will be satisfactory and lead to regular business
continuation of business
Reply
Appreciation for success of the trial order
Statement of terms
Increased expectations for the continuation of the
Repeat Order
Appreciation for regular customer orders
Make personnel contact with all customers Show continuous appreciation of the regular
Changes in order
Customer request to change
Reference to order Statement and explanation for change Offer to co-operate/ adjust Apology for inconvenience caused
Reply
References to previous orders Meeting of demands in any changes in orders Agreement on central ground for any changes
made
After-Sales Letters
An essential business courtesy and practice Reinforces contact, goodwill and further
business opportunities Checks the satisfaction and after-sales services Increases chances of Word-of Mouth publicity
Enquiries
Indicates the purpose for which the
information is needed
A series of direct questions may follow the
opening paragraph
End letter with a friendly comment
Enquiry letter
Dear Sir, During a recent Trade Fair held here, I saw some samples of your new granite tiles for flooring. I would like to make use of them for the interiors I am designing for a new housing complex. Please give me the following information:
In what sizes, colours and designs can you supply the tiles? Are the tiles likely to be affected by rising moisture? Is any special processing of the under-flooring required?
I shall be most grateful if you could send me answers to these questions by Friday, the 17th. Yours faithfully,
Reply to enquiry
Your letter must do a sales job
You need persuasive skills and good judgment in giving information Give relevant page numbers or models to what has been provided with letter Show the advantage of the product
Reply to enquiry
Dear Sir, Thank you for your enquiry of 22 October about our new PVC tiles for flooring. We have enclosed a copy of our catalogue showing the designs and range of colours in which the tiles are available. Messrs Dhruv& Co, 23 M.G. Raut Road, Dhulia, is a reliable firm and handles all our products in your area. We have asked Mr Dhruv to get in touch with you; he will inspect the premises and advice you whether moisture would give rise to any problem. Our new PVC tiles are hard-wearing and, if they are laid according to the instructions provided by us, will give you lasting satisfaction. Yours faithfully,
Reply
Thanks for the enquiry Statement of prices and terms Attempt to win the customer
Bargaining letters
Points
Expression of thanks for the quotation
to show that the supplier will benefit Suggestion that large orders will be placed if the request ids granted
Sellers reply
Try to win customer Agreeing to reduce price should not the impression
Bargaining letter
Dear Sir, Thank you for your quotation for washing machines. We approve of your model nos. X and Z and would like to place an order immediately for at least 10 machines, five of each model. However, we feel that your carriage forward terms are high. We usually get our supplies on carriage paid terms, and request you to reconsider this. We are planning to open launderettes in several places, and will be placing further orders if we find your products and terms satisfactory. You will be compensated by the large orders we shall be placing. As we are about to equip our newly opened launderettes, we would like to have your reply within a week. Yours faithfully,
Sellers reply
Dear Sir, We are glad to learn from your letter of 19February that you have undertaken a project to establish launderettes in several places in the city, and we are happy to be able to cooperate with you in the project. Since this is long term project and there will be continuous business for quite some time, we are prepared to supply our washing machines on carriage paid terms as you have requested. Our machines are guaranteed for 5 years and are backed up by our excellent after sales service. We undertake to ensure your complete satisfaction with our products. Our representative will visit you within four days to inspect the location and check the facilities for installation of the machines. Yours faithfully,
Sellers reply
Granting a request Refusing a request
Keeping in mind future business with the customer are not damaged
Granting a request
Gentlemen; We are glad to say that we shall be able to give you the special gift packing you requested for our boxes of assorted chocolates at no extra charge. Since your proposed order exceeds 5000 boxes we shall be able to get a substantial concession in the price of packing material which makes it possible for us to bear the cost. Please place your order by 15 September so that we can order the special gift boxes before the festival season rush begins. Yours faithfully,
Refusing a request
Dear Sir, We have considered your request for a further discount of 5% on goods purchased during your Sales Week, but regret that we are unable to give any further discount. Our paints are severely tested for high quality, and experience has shown that our paints do not peel off or flake even from walls which are in poor condition. The paints are packed in galvanized tins for longer durability, and the cost of these tins is quite high. The 7% discount which we have offered is the maximum we can give on purchases. We allow an additional 2% cash discount if the bill is paid in cash within 7 days. We are sure that you will understand that it is not possible for us to give further discounts, and will place your order on the originally offered terms. Yours faithfully,
has been missed Tactful enquiry about why he/she has been silent Information about new product/service or special offer Request for order, assurances that satisfaction will be ensured
condition Goods are not what you had ordered Quantity of goods is different from what you had ordered Goods are delivered at the wrong place
of work delayed Work undertaken is done unsatisfactorily Product does not function properly Discourtesy from staff or shop or office Mistakes in a bill, or reminders for payment after you have paid the bill
goods to be claimed. 2. Make clear what your claim is. 3. Request the action: a replacement, repair, refund or compensation
Sample
Sample
customers
customer Give details of confusion Try explaining refusal by saying company policy
Granting adjustment Refusing adjustment Offering a compromise( partial adjustment) Apologizing for errors that cant be corrected Offering to make adjustment assuming dissatisfaction Stop gap letter Answering complains for reader grievances column
Partial Adjustment
Business Reports
What it must be
Accurate Concise Clear Well structured
S T R U C T U R E
Title
Acknowledgement
Contents Terms of reference
Recommendations
Procedure Materials and Methods Appendices References Bibliography Glossary
Summary
Types of Reports
Formal
Structure: Well defined structure More pictorial representations Content used: Requires extensive research
Informal
Ambiguous structure Mostly written paragraphs Does not require much research
Audience:
presented to mainly designed people who are for outside within the circle parties of the business or a project team
Business Memoranda
A business memo is a piece of interoffice correspondence sent between employees in a company to transmit ideas decisions, requests or announcements. Nowadays, email has ousted them in most of the organizations
Memo - header