The Art of Business

Correspondence(The letters
which pass between
correspondents)
(Writing Business letters)


Say all you have to say in fewest
possible words or your read
er will be sure to skip them; and
in the plainest possible words or
he will certainly misunderstand
them.
- George Orwell
Thursday, May 08,
2014
1
Business letters
Business letters are the life breath of
business.
A letter is written to reach where we cannot
say ourselves personally.
Despite of the availability of telephone, fax,
emails etc. letters hold their own importance.
Just as your personal letters help you keep
your relationship with your friends and
relatives alive, business letters assist you in
sustaining (keeping alive)your business
relationships with other businesses and
customers.
They serve as permanent records which you can
refer to in future.
It follows some conventions which have to be
learnt.
Thursday, May 08,
2014
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Need of Business Letters
The are various reasons for writing business
letters:
To inform
To seek information
To explain
To persuade
To request
To complaint
To congratulate
To provide a record for future reference etc.

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2014
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Essentials of Effective Business
Letters
Clarity :The message contained in the letter
must be clear at first reading. A letter
reflects the writers mind. Therefore he
should be clear in his mind about the message
to be conveyed and its purpose. For e.g.
Goods are being sent very soon is a vague
(unclear)statement.
Goods are being sent on 11 March 2011 is
clear.

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2014
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Contd.
Conversational (informal)Style: An
effective letter should be like a dialogue with
the reader. It should be written in a friendly
and conversational style. For e.g.
1. Please be advised that you should submit the
form before 30
th
June.
Revised: You should submit the form before 30
th

June.
2. I hope this meets with your requirement and
approval.
Revised: I hope you approve.
3. Kindly advise/inform at an early convenient
date.
Revised: Please let us know soon.

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2014
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Contd.

Simplicity: Choose words which are
familiar, simple and easy to understand.
Long paragraphs and uncommon words,
dead phrases and foreign language words
reduce the clarity of a letter. E.g.:

1. We grew hot and cold (angry and
anxious) when the customers complained
about the malfunctioning of the high
priced ACs supplied by your firm.
Revised: We have received various
complaints from our customers about the
expensive ACs supplied by your firm.
They are not functioning properly.


Thursday, May 08,
2014
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Contd.
Correctness: A business letter should be
correct in every respect, e.g. contents, layout,
spellings, grammar etc. Incorrect language
spoils the message, distracts the readers
attention and harms the senders image. Untidy
appearance, typing mistakes, uneven spacing all
should be avoided..
Persuasion: Use persuasive tone and tactful
manner. Well drafted sales letters are the
best example of persuasive writing.
Thursday, May 08,
2014
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Courtesy: The tone of the letter should be
polite. The language of the letter should not
offend the reader. If you want favours seek
them politely. At times you may have to write
unpleasant messages, such as refusing a credit or
not agreeing to customers request. In such
situations too, the tone should be positive and
sincere. For e.g.
1. The Executive committee meeting is postponed.
Revised: We are sorry to announce that the
executive meeting is postponed.

3. We have received your letter.
Revised: Thanks for your letter.

Thursday, May 08,
2014
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Cordial and Positive Language: Business
letters reflect the image of the company.
Positive language should be used in place of
negative words such as failure, damage,
refuse etc. You need to develop the habit of
saying no without using negative words.
1. We fail to understand what ails the progress
of this firm.
Revised: Please inform us the reasons that are
affecting the firms progress.
2. Your report doesnt throw light on all the
aspects.
Revised: We shall appreciate if you send us a
detailed report.
3. You have not bothered to send us the order.
Revised: We shall be delighted to receive your
order.

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2014
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Conciseness: We must avoid lengthy letters.
Business messages are expected to be clear
and concise. Small sentences are simple and
more effective. For e.g.
1. We had bought from your main showroom
recently launched highly expensive DVD
player which is malfunctioning because of
some technical inadequacies.
Revised: We had brought a newly launched DVD
from you. It is not working properly.
Thursday, May 08,
2014
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Contd.
Sincerity and Consideration: Effective
letters must reflect genuineness of feelings
and concern for the reader. For e.g.

2. Your proposal doesnt suit our requirement.
We have other better proposals.
Revised: Thank you for your proposal. We are
going to discuss all the proposals and shall
get back to you.
Thursday, May 08,
2014
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Coherence: Clearness of a letter depends
,to a great extent ,on its unity. One
thought should naturally follow another
and each sentence must show proper
sequence.
Avoid Verbosity: A study of business
correspondence reveals that there is a lot
deadwood(something that is unwanted ) and
verbosity( the use of more words than are
necessary) in it. Some such expressions
and their suitable substitutes are given
below.

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2014
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Wordy Expressions
We express our inability
to
Enclosed herewith
Due to fact that
End of the week
The preceding year
Remuneration
Without any loss of time
At your earliest
convenience
Concise
We are unable to

Enclosed
Because
Weekend
Last year
Salary
Urgent
As soon as you can
Thursday, May 08,
2014
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The Components of a business letter
An Effective business letter has the following
parts
1. Heading/Letterhead
2. Reference Number
3. Date
4. Inside address (Receivers address)
5. Attention line
6. Salutation
7. Subject line
8. Body of the letter
9. Complimentary Close
10.Signature block
11.Enclosures
12.C.C or carbon copy notation
13.Reference Initials
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2014
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Heading: The Heading is also called Letter Head. It
contains the name of the firm/company and address.
For eg: Bhatia Chemicals Limited
Head Office 26, Narayana Street
New Delhi 110026
Ph: 011/36456754

Reference Number: Every business letter usually
carries a reference number to which the receiver may refer in
all future correspondence. Reference numbers are often
quoted at the left hand side of the letter. Some companies,
especially big ones, have a system of tracking letters by
chronological numbers, department codes/numbers or whatever
else they choose. This is what they put in the reference line.
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2014
15
Date: Date of the letter is very important. A
letter should mention the date on which it is
written.
Organizations having printed letterhead also
specify the place where the date has to be
written.
The month should be fully spelled out and the
year written with all four digits October 12, 2005


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2014
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Inside address: It contains the name of the
organization/the individual to whom the letter is being sent.
It should be written below the reference number line,
leaving some space.
.Attention Line: An attention line can be used to draw
attention of a particular person or a particular department
in an organization so as to ensure quick and prompt action on
your letter. you may place the attention line two spaces
below the inside address.
Eg: For the attention of Shri R R Khanna
Salutation: Salutation is the greeting to the receiver.
Dear Sir/Madam, Dear Mr. Smith
Subject line: This is written to enable the reader to
quickly identify the subject of correspondence. It tells
what the correspondence is about.
Eg: Subject: Regarding replacement of broken items
Complaint against defective goods
request for Loan facility
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2014
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Body of the letter: This contains the message
that is to be delivered. It should be drafted in the most
careful manner. The body may be divided into three parts
where the first serves as the opening, the second as the
explanation, and the third and the remaining part as closing
lines.
we hope to get a positive response.
We look forward to your response
Complementary close: It means one is going to
end the letter. The ideal way to close a letter is to say
Yours faithfully, Yours sincerely etc.

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2014
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Signature: As the words suggest signature means to
write our name as we sign it. Its written below the
complimentary close.
Yours sincerely

(Parul Kapoor)
Senior Sales Manager
Enclosure: If there is anything attached to
the letter, it must be indicated against the
enclosure line.. The general practice is to write
Enclosures in abbreviated form such as Encl
Eg: purchase receipt (one)
Copy of order (one)

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2014
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CC / Carbon Copy Notation: Often copies
of a letter are supposed to be sent to some other people
directly/indirectly concerned with the matter/subject.
Eg: CC: Mr S.K Mihra
Mr K M Bhatia
Reference initials: It refers to first the person
who directs the letter and the other who types or writes
the letter.
Eg: HK/NB
HK: are initials of person who dictated the letter and NB:
Person who typed the letter.
Thursday, May 08,
2014
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Contd.
The Old Expressions

Thanking you in
anticipation,
Hoping to hear
from you soon,
Looking forward to
a pleasant business
association,
Modern expressions

Thanks for your
time and attention.
I look forward to
hearing from you
soon.
We hope to have
good business with
you.
Please let me know
if I can be of
assistance.


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2014
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Types of Letters
Letters of Inquiry/ordering goods/ Quotations/offers
Credit Letters
Routine/special letters
Circular letters
Collection letter
Sales/promotion letters
Bank/Insurance letter
Employment letter
Claim/Complaint/adjustment Letters
Good/Bad News Letter
Interview/appointment letters
Greeting/thanks/congratulation/sympathy letters
Letter of Application
Many others

Thursday, May 08,
2014
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Letters of Inquiry and Ordering Goods
In business organizations, we often have to inquire,
order or sent goods.
These days people order their goods by telephone
or by mail. But in order to keep a written record
of all sales and purchases the majority of
organizations prefer a written order.
Letter of inquiry should be straight and direct
mentioning clearly the purpose of the letter, say
inquiry or order.
The body of the letter should include specific
details, such as make, model, number, price and
quantity of goods.
In addition to a polite closing, the letter of order
should also refer to the mode of the payment and
of transport.
Thursday, May 08,
2014
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Invertis Institute of Management Studies
Bareilly
Tel No. 0581-263677
October 2, 2009

Mr. John Smith
Marketing Manager
Multilingual Matters

Dear Sir
Subject: Looking for a catalogue
We have been using the books of your publishing house for the last six
years. Our students find your books reader friendly. Please send us
the revised catalogue for the year 2009.
In the coming academic session, we are going to introduce some new
courses, viz. applied linguistics, creative writing and translation
studies. Kindly send us the catalouge of latest titles too. This will help
us in ordering copies of our library.
We will appreciate if you request your distributor or agent in india to
respond to us latest before November 30.
We look forward to your prompt response.

Yours truly
Vishwajit Agarwal
Assistant Librarian

Thursday, May 08,
2014
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Credit Letters
The word credit and collection are integral part of
business transaction.
Business houses buy things on credit and pay according
to their privilege.
Even big business organizations opt for credit
transaction.
There is, however, a lot of risk involved in giving credit
to a firm, retailers , distributors or even sellers.
An effective credit letter should clearly mentioned the
type of credit, items involved when giving a credit and
the time by which the credit is to be paid.
The person desiring credit should make his request
strong by giving the details of his company in addition to
providing adequate preferences.
Thursday, May 08,
2014
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Computer Unique Solutions
415 University Campus, Jodhpur
Tel No. 0291-297678
www.cus.india.in
December 11, 2008

Mr. Ramse Singha
Chairman, Nirmaan Computers
117, Mahatma Gandhi road
Jalianwala marg, Gurgaon

Dear Sir

Our firm, Computer Unique Solutions, is interested in opening an account with your
establishment. We carry an extensive line of computer hardware and software
services in most of the towns of this region. We have received a good feedback about
our services for the last five years from many reputed institutions.

Kindly provide us with a current catalogue, price list, information regarding your billing,
procedures and a credit application.
We look forward to receiving this material in the near future.

Sincerely
Nikita bhandari
P.A to Managing Director
Thursday, May 08,
2014
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Sales letters
Writing an effective sales letter is a challenging task.
Goods are being produced and launched everyday in the
market. It has just become common for firms or companys
to advertize their products through different media. But
these prove very costly.
Reaching people through post is still the most feasible.
Sales letter can prove to the most effective link between
the buyer and the seller.
The main objective of the sales letter, as the name
suggests, is to sell. As it is targeted at individual customer,
the language used in it is usually persuasive.
While drafting a sales letter , you have to use tact to
attract, interest, create desire and persuade the customer
to act.
A sales letter is similar to advertisement and, hence, it to
employees' the AIDA technique. This stands for:
Attention, Interest, Desire and action

Thursday, May 08,
2014
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Glory Cosmetics
taparia Marg, Juhu Colony
Jaipur Rajasthan



12 July, 2009
Ms Hima Tapekar
256/72 Gogri Colony
Jaaz Street
Noida
Dear Hima,
Dont you feel that gradually your skin is not only ageing but also crying? When you get out in the
sun, doesnt it howl even louder as it hurts more in the scorching heat? Dont you also hear it
saying that it is feeling thirsty? Isn't is lately all the eyes have started ignoring you? I think
it is time for you to know the reason for this unpleasant situation.
As our body needs 7 to 8 glasses of water everyday, your skin too requires proper nourishment.
Winter glory has brought the moisturizer with the fragrance of natural flowers, which makes
you feel young again. It helps you regain your youthful vibrancy and also the glow. The
fragrance makes you feel as fresh as dew drops.
Winter glory is available in three different sizes. The small 2ml bottle is easy to carry in your
bag. The family pack of 1ltr is very economical while the regular pack is just right to be kept
on your dressing table. Before your skin dies of thirst, get hold of a pack of winter glory and
everyone hold their breath to ask Who is she?

Yours sincerely

Ashish Mehrotra
Sales Mnager

Thursday, May 08,
2014
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Claim or Complaint Letters
Business organizations are usually careful while
responding to orders or sending goods. But there is
always the probability of things going wrong as the
element of human error cannot be ignored.
Organizations often receive complaints of delayed
and dilapidated consignments and at times of wrong
goods sent. Such situation arise due to huge orders
or heavy demands to be supplied at short notice.
No organization would like to lose its valued
customer therefore these organizations have a
complaint cell where people are deputed to
entertain customers complaints.
A claim or complaint is like a sales letter, it should
be persuasive in tone.
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2014
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Make a clear explanation of the problem
mentioning the make, model, type, price and all
other specification of the product.
The language used should be polite and the tone
formal. You should impress on the fact that your
claim is genuine.
Your aim should be to motivate the reader to take
immediate action by referring to the integrity and
reputation of the company.
Moreover, you can also state the sort of
compensation or adjustment you expect and is
genuine.
Thursday, May 08,
2014
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November 1, 2009

The Chairman
Juneja Motors
Kapilavastu Marg
Govindpuri, Mumbai

Dear Sir
Subject: Complaint regarding faulty Sprint 900

This is to bring to your kind notice that last week we bought 10models of newly
launched Sprint 900 from your company. Unfortunately, almost all the models
expect two that we have sold have come up with complaints of faulty cars.
The power steering system usually loses control and fails to respond to a turn. In
addition to this, the built-in speaker added as a facility, too, does not work
properly in many models.
Consequently, we are returning 8 of these models for servicing to your company. As
we have promised our customers to deliver the cars before Christmas, should we
request you to send eight new SPRINT 900 soon. Since you are an old associate,
we hope that you wont let us down.
We hope to hear from you soon.
Sincerely
David Brown
Chief managing director
Thursday, May 08,
2014
Encl: letter of
order and copy of
receipt.31
Adjustment letters
The task of the complaint cell is to listen to
the customers complaints. The letter for this
purpose is termed as adjustment letter written.
Through an adjustment letter, an angry
customer can be brought back in order to
continue the good will between the customer
and the organization.
The writer has to be more polite than the
receiver. A proper verification has to be made.
Accept and apologize for the mistake, if the
mistake is genuine offer the adjustment.
Thursday, May 08,
2014
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Hindustan Computers Ltd
Andheri Road, Mumbai
www.hclmum.net.in
Our Reference: TC/TI?422
Your Reference: MA/TO/312

December 25, 2009

Dear Sir

Subject: Regarding your complaint against the supply of 25 computers

Thank you for bringing to our notice the malfunctioning of some of our computers. We are
sending brand new 25 computers with the specification as desired by you. The
consignment will be delivered to you in a couple of days.
Since the order was placed just two days before the dispatch, we could not check for the
quality of all the computers. We extend an apology for the inconvenience caused to
you. The quality control division has been strictly ordered to test the computers
within 24hours before dispatching the computers.
Please keep writing us about our services. We shall accept the payment only after you
approve of the computers quality.


Yours truly

Rohit sharma

Thursday, May 08,
2014
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Collection Letters
Business organization believe that collecting
money from customers is the most difficult task.
The collection letter has to be drafted cleverly.
The letters end initially should be cordial and
persuasive.
The main objective is to get the money without
losing the customers, the language used should be
indirect.
But once the reminders dont bring any response ,
the language can be little tough.
One can make the customers aware of their
responsibilities. While sending the last reminder,
a symbolical hint can be given for further action.
Thursday, May 08,
2014
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Dear Sir

We want to bring to your notice a balance of Rs.
75000 against the credit purchase of 25 DVD
players. A letter in this regard had been sent you
dated 25 September, 2009. We have not heard
anything from you.
We hope that you will send the payment soon. Or
business relationship in the past has been quite
cordial. Please send the payment before we send
our agent to your end.

Yours sincerely

Vikas Raj
Thursday, May 08,
2014
35
Format of a Business Letter
Business letters have different formats
however one should follow the format
practiced in ones organization. The main
formats of business letters are:
Full Block
Modified Block
Semi-block or indented
Simplified Block

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2014
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Full Block
Many organizations follow full block format as it is
easy and takes less time.
In full block format all parts of the letter start at the
left-hand margin except the heading which is printed
in the middle.
The date, salutation, complimentary close and
signature are placed left.
There is no punctuation followed, except in the body of
the letter.
Double space is followed between salutation and
subject line and between the end of the body and
complimentary close.

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2014
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25 November, 2008.

The Regional Manager
State Bank of India
Civil Lines, Bareilly- 243001

Dear Sir

Subject: Transfer of my Savings Account

I would like to bring to your notice that I had a Savings Bank account in your bank. Recently
I have been transferred from Bareilly to Rampur. The details of my account are as
follows:
Savings Bank Account No: 534466675, Single operation
I would be highly grateful to you could kindly transfer the above policies as early as possible
to any branch of Rampur.
I look forward to your early response.

Yours truly

Rajeev Kapoor

Encl: 1. Pass Book
2. Cheque book
Thursday, May 08,
2014
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Modified Block
It is a block because the address, subject line
and salutation are aligned with the left-hand
margin.
The Paragraphs in the body are blocked.
What makes it a modified block is that date,
complimentary close and signature are placed
between the right-hand margin.

Thursday, May 08,
2014
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To 20 November, 2009
The Dean (Academics)
Bareilly College
Bareilly

Dear Sir

Subject: Confirmation to act as a Management Expert

Thanks for your invitation to call me as the expert member of the
management committee to recruit lecturers in Department of MBA, in
your college on 11.12.08 at 10:00 A.M.
I express my delight to be called and give my consent to be there on the
said date.

With regards,

Yours faithfully

(Pyarelal Pathak)


Thursday, May 08,
2014







Semi-Block
This format is more or less similar to the
modified block.
In this format the paragraph begins with an
indented line.
The date and complimentary close are same as
in the modified block style.
This format allows punctuation in salutation
and complimentary close.
This format interests the reader as it makes
reading easier and causes less strain to the
eyes.

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2014
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Rajat Steels company Ltd.
1234, Steel House Complex
Mehsana Road, Mumbai
Tel No: 022-24538
July 2, 2008
Regional sales Manager
Akansha Steel Company
275, Malleshwari Road
Pune 580008

Dear Mr Mathur,

Subject: Regarding delay in payment.

Your order for 250 steel trunks was sent at your address on June 1,
2008. We have also received the intimation about safe delivery of the said
items. Hope the trunks have been sold by now.
We have received a good number of orders again from other distributers.
We would like to know about your requirements too. That would help us send your
order in the same lot. We shall also appreciate if the payment of the previous
order is also sent soon. This would facilitate our business transaction timely.
I look forward to your prompt response.
Yours cordially,

Vijendra Sharma
Sales Executice
Thursday, May 08,
2014
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Simplified Format
This format is used when writer is not aware of
the status and the gender of the receiver.
The letter doesn't seem to have salutation and
complimentary close, and is addressed quite
often to the company and not to any specific
individual.
The date, complimentary close and signature
are spaced on the right-hand margin.
To make the letter more specific, subject line is
written in capital letters.
Thursday, May 08,
2014
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Invertis Institute of Management Studies
Bareilly
Tel. No.: 0581-2636785
Fax: 0582-2365743
July 2. 2009
Regional Tourist officer
Uttaranchal Tourism
Dehradun

REGARDING EXCURSION

We shall be delighted if you kindly let us know about the tourist places in Uttaranchal and
the appropriate time to visit them. Our Students are planning for an excursion trip.
We would like to send sixty students in a batch. Each batch will have five teachers
too.
The details about the tourist spots, accommodation and transport facility would allow to
proceed in this regard. We shall appreciate if you can also make and send us the total
estimate so that we can chalk out the plan.

Thanking you
Ravindra Shetty
Thursday, May 08,
2014
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