Business Correspondence

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 Sports, GOOD SUPPLIER ASK A SPORTS Subash Road,Chandigarh

TO SEND THEIR PRICE LIST AND

CATALOGUE. Dear Sir, goods.

Kindly send us your latest price list of your sports

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. faithfully, Unique Sports

Yours

& 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 letter must hav of acknowledgement the order. 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 COMPLAINTSA 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 COMPLAINTSUBJECT: 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.