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MODULE -4

BUSINESS LETTERS

&

REPORTS

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MODULE OBJECTIVES

Introduction to business letters

Types of business letters

Writing routine & persuasive letters

Writing reports

Purpose, kinds & objectives of reports

Short & long report writing proposals

Structure & preparation of memo

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INTRODUCTION Business letters are important & indispensable part of the

business communication.

Communication through exchange of letters is known ascorrespondence.

Writing good business letters is an art that all peopleshould master.

when writing a business letter, the writer produces a one-sided conversation with the reader.

Every business, irrespective of its size & structure has to

establish rapport with customers , suppliers, Govta encies throu h letters.

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What is a Business Letter?

A business letter is a letter written informal language, usually used when

writing from one business organization toanother, or for correspondence between

such organizations and their customers,

clients and other external parties.

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What is personal letters

Personal letters are less formal &frank intimate form of communication

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FUNCTIONS OF BUSINESS LETTERS

PROMOTIONAL FUNCTION.

INFORMATIONAL FUNCTION

LEGAL FUNCTION

GOODWILL FUNCTION

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PURPOSE OF BUSINESS LETTERS

Record & reference

Evidence of contacts

Public relations

Business in remote

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PARTS OF BUSINESS LETTERS Letterhead or Heading

Dateline

Inside Address

Salutation

Reference

Body Complimentary Closing

Signatures

Reference initials Enclosure Attachment

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PARTS OF ABUSINESS LETTER

Heading

Writers complete

address (Return

Address) Current date

Inside Address

Receivers complete

name, title, companyand address (LetterAddress)

1 - 1 1/2

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If you have a letterhead, you dont need

the Return Address

However

Software

Connections1551 Riverwalk Pensacola, FL 32507 (904) 555-4422

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DATE LINE

Should appear like

1-NOV-2012

December -12-2012

Never write the date as below

12/12/12

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Salutation

Begin with Dear:

Use Mr. or Ms. before the receivers name

Use DearorAttentionfollowed by an appropriate

title, such as Customer Service DepartmentorSales Manager.

Use Dear Sir or MadameorLadies and Gentlemen.

Include BOTH genders for a general audience.

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RULES OF THUMB

AVOID ABBREVIATIONS EXCEPT FOR STATESAND TITLES.

(Mr., Mrs., Ms., etc. FL, NJ, OH)

PLACE A SINGLE WORD TITLE AFTER THENAMESEPARATED BY A COMMA.

Mrs. Ameeth, President

PLACE A LONGER TITLE ON A SEPARATE LINE.

Mrs. Raghavendra,

Executive Director of Safety

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BODY Body

Single-space paragraphs,double-space betweenparagraphs.

Two paragraphs.

Avoid long phrases.

Avoid making business

letters longer than onepage.

Heading on Page 2.

1 - 1 1/2

QUAD

DS

DS

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Complimentary closing

Complimentaryclosing

Use Sincerely,

Sincerely yours, orYours truly.Capitalize only thefirst word; end with acomma.

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Signature lines

Signature lines Leave four lines for your handwritten signature

Type your name and title below the signature line.

Type the words Enclosure(s) two lines below thetyped signature.

Sending a copy of the letter elsewhere?

cc: PLUS the person or department name. This linegoes beneath the enclosure line.

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Reference initials

Reference initials

consist of the keyboard operators initials keyed in

lower case a double space below the signature

block.

Double spaced after the typed signature line

Lowercase initials

Examples:

/gedHE:ged

GED

Sincerely,

Mrs. G. DeGraw,President

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R E V I E W

PARTS OF A PERSONAL-BUSINESSLETTER:Return Address (includes DATE)

Inside Address

Salutation

Body

Complimentary Close

Reference Initials

Enclosures (if any)

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123 Pine Street

Oak Ridge, NJ 07438

October 30, 2005

ABC Company

345 Spruce Street

Whatever, IL 01233

Dear Mr. Brown:

Insert the part of the body of the letter here. The

body of the letter should tell something about whatyou hope to convey.

It should also have a closing paragraph in it. There

should be at least two sentences per paragraph.

Sincerely,

Mrs. DeGrawMrs. DeGraw, Chairperson

/ged

Enclosure

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How Business Letters are Organized

Business letters are more personal than most otherforms of technical writing.

They emphasize the reader/writer relationship by the useof such pronouns as I, we, and You.

Business letters share some organizational features withtechnical reports. They need to:

orient the reader to the topic at hand,explain why the writer is writing,

provide enough information to help the readerunderstand what he/she is to do.

To be able to provide this information, you need togenerate ideas, analyze your audience, decide what youneed to say, and define your problem.

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Basic Letter Formats

There are three common formats for the businessletter:

1. The unblocked format.

2. The semi-blocked format.

3. The blocked format.

4. The simplified letter format.

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The unblocked format

The first line of the paragraph is indented a

few spaces.

The writer's address, the date, the closing,

the writer's signature , and the typed versionof the writer's name and job title are indented

two thirds of the way across the page.

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The semi-blocked format

The first line of the paragraph is lined up with theleft margin

There is an extra blank line between paragraphs tosignal the start of a new paragraph.

The writer's address, date, closing, and signatureare indented as in the unblocked format.

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The blocked format

The first lines of paragraphs and all the

other address, date, closing and

signature information are lined up withthe left margin.

There is an extra blank line betweenparagraphs.

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The simplified letter format Sometimes, the writer does not know the name or marital status

of the reader.

As a result, he/she will have a problem writing a salutationDear..).

This has given rise to a new letter format called the simplified

letter format.

In this format, the salutation is omitted.

The subject line replaces the salutation and is typed in all

capital letters.

In other respects, this format resembles the blocked format,with ever line be innin from the left mar in.

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30

http://images.google.com/imgres?imgurl=http://www.phillipmartin.info/clipart/science_questioning.gif&imgrefurl=http://www.phillipmartin.info/clipart/science_questioning.htm&usg=__ADu1HNYrffBTKoR4ORN8PYxxh-A=&h=537&w=648&sz=46&hl=en&start=50&tbnid=PX5EA3recHxy3M:&tbnh=114&tbnw=137&prev=/images%3Fq%3DQuestioning%26start%3D40%26ndsp%3D20%26hl%3Den%26rlz%3D1T4RNWN_enPK276PK277%26sa%3DNhttp://images.google.com/imgres?imgurl=http://www.wigginml.org/kidspage07/questioning.jpg&imgrefurl=http://www.wigginml.org/kidspage07/wigginkids2.htm&usg=__9upydeivp2GTk_RvdgY2QfE_lic=&h=278&w=302&sz=13&hl=en&start=1&tbnid=zL2bFOi-uHUGYM:&tbnh=107&tbnw=116&prev=/images%3Fq%3DQuestioning%26hl%3Den%26rlz%3D1T4RNWN_enPK276PK277http://images.google.com/imgres?imgurl=http://www.stevenaitchison.co.uk/blog/questionlife.jpg&imgrefurl=http://www.stevenaitchison.co.uk/blog/2007/09/01/the-quickest-way-to-self-actualization/&usg=__r9p4eXZk60ZSvZS3Y1x3aQaiX1A=&h=307&w=391&sz=66&hl=en&start=4&tbnid=MABLCz_THmBbuM:&tbnh=97&tbnw=123&prev=/images%3Fq%3DQuestioning%26hl%3Den%26rlz%3D1T4RNWN_enPK276PK277

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You require information about anymatter of interest to you

It must Contain an effective technical writing style

Involve audience through pronoun usage

Avoid grammatical errors Must contain the essential letter components

31

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Introduction

Tell your reader why are you

writing Inform reader about subject matter

What are you writing about? ORWhat info do you want?

32

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Discussion

Specify your needs

Ask precise questionsList specific topic of inquiry

Quantify your questions

33

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Conclusion

Must be precise

Mention when do you want a response

Provide a specific date for response Explain why do you want response by the given date

34

Block formate

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HIMALY PUBLISHING DEPOTMILLER ROAD, BANGALORE

DATE : 19-Dec-2012

Letter No AC/38M/S Arun Book Depot,

Main Bazar

Mysore

Dear sir,

You are well known publisher and book seller in the region. We are interested in

selling your publications in the city.

Kindly send your price list and state the terms and conditions of doing business with

your on wholesale basis. We like to place order with you, subject to the suitability of

your temrs and conditions. We are looking forward to here from you at the earliest

sincerely

Mubarak Mulla

HIMALY PUBLISHING DEPOT

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Once the enquiries, quotation aredeveloped according to the enquiry

stating various terms & conditions.

Some time offers are made.

Acceptance of offere constitute validcontract.

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Quality and quantity of goods

Modes and terms of payment

Methods of transportations

Place and time of delivery

Charges on account of sales tax, freight andinsurance.

Packing and forwarding charges.

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Tata McGraw-Hill Education Pvt Ltd

Banashankari III Stage Bangalore

15-jan-2012

M/S Jiwan Book Depot

M.G.Road Bijapur

Dear sir,

We are pleased to receive your letter dated 12-Jan-2012.. Enquiring about the terms

and conditions regarding trading with us. Thank you very much for the interest you have

shown in our publications. Latest catalogue and price list of our publications have been

enclosed here with. We allow 25% discount of the catalogue price for cash sales and

20% for credit sales if payment is made within 2 months. Packing and forwarding

charges will be borne by us if the order exceeds Rs 20,000.

Sincerely

Ramayya Kakhandaki

(proprietor).

Full block format

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After making inquiries form various sources andreceiving their quotations, a comparative statementsis prepared to evaluate the price, qualities terms andconditions of sale.

Routine items the purchase manager selects thesupplier and places order with him

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Thank the party for his order.

Mention the time and date of dispatch of goods.

State the total amount, an attached copy of invoice.

Specify the mode of dispatch.

Express the hope that quality of goods will satisfy

the customers.

S.K.Traders

S f

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Rajkumar road Bangalore

To, 26-March-2012

M/s Guddoddagi Home appliances

BLDE Road

BijapurDear sir,

We thank you for your quotation of 20-march -2012 we find both qualities and prices

satisfactory. I am plased to palce an order with you for the following appliances at the

prices and on the terms quoted

QUANTITIY ITEM PRICE (price per piece)20 Mixer Rs 12,00

40 Speakers Rs 1000

15 Refrigerator Rs 12,000

Above prices to include delivery by railway with a cash payment discout of 5%

We place the order on the understanding that the goods will be dispatched to reach us

not later than 10-April-2012

Yours Sincerely,

Amol pawar

( Proprietor )

Semi block formate

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4 CIRCULARLETTERS

Circular letters are used when the same information

and message is to be conveyed to large number of

people (all stake holders)

The message will be sent to people who have common

interest

Since it is wide circulation, it requires a great care

while drafting.

The purpose of circular letter may be to market the

product or idea to inform ( change of business, place,

policies, change of logo etc.

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BUSINESSCIRCULARAREWRITTEN

Opening of new branch office

Change of address of business premises.

Reduction in the sales price

Admission, retirement or death of a partner etc

Rathod Appliances Ltd

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pp

12 Big Bazar Road Pune Date 20-Dec-2012Dear Sir,

we are grateful to you for reposing your valuable trust in our products due towhich our company continues to grow form strength to strength owing to expansion ofour activities and growth of business all with your sincere co-operation, we havedecided to shift from our old premises at Big Bazaar Road to new premises

Rathod Appliances Ltd

28 Sampige Road

Malleshwaram

Bangloreyou will feel pleasant to visit this new premises well furnished attractive

decorated and fully air conditioned to provide speedy and excellent services.

remember our phone numbers remain the same 444654. right us at our new

premises for any enquiry.

cordially yours

Manjunath Bajantri

Managing Director

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5 COMPLAINTLETTERS

Things do not take place according to our

expectations.

Unexpected things suddenly and accidently

happen.

A letter written to bring mistake to the notice ofthe responsible person is called complaint letter

The letter written to take action on them isknown as adjustment letter

THE PURPOSE OF WRITING COMPLAINT LETTER

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THEPURPOSEOFWRITINGCOMPLAINTLETTER

To inform the supplier about defects',

deficiencies or delays.

To get the fault corrected or to get

compensation

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In contemporary world of business customer are considered

as king.

Most companies stress on customer service and qualityproducts.

No organization afford to lose the customer.

Our purpose of writing a letter should be bring in to their

knowledge.

DRAFTING COMPLAINT LETTER

1. Make accurate & clear statement

2.

Be factual , concise & exact in describing the problem3. Express what is inconvenience has caused

4. What initiatives are required to rectify the error.

5. Be courteous

PATIL TRADERS

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PATIL TRADERSRAJKUMAR ROAD , BANGALORE

Date 20-Dec-2012

To,

M/s Kumar Enterprises

Sadar Bazar , Delhi.

Sub: your consignment No 5, dated 10Nov-2012

Dear Sir,

Thank you for dispatching 30 cromption fans to us by our order No 75 dated 1-Nov-2012. but I regret to inform you that out of those, 5 sets are badly scratched anddamaged in transit because of insufficient and incomplete packing.

We feel that usually such mistake happen because of oversight. But return thesedamaged sets. We shall be grateful to you if you kindly replace these sets and sendnew ones at the earliest.

Sincerely yours,

Nagesh

Manager

6 ADJUSTMENT LETTER

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6 ADJUSTMENTLETTER

The retention of the customer is the ultimate test of a good

adjustment letter.

The adjustment letter should be desinged to restore thecustomer confidence for the organization.

The aim should satisfying the twin objectives of preserving

customer trust and maintain firms integrity.

WHEN CUTOMER IS RIGHT

Thank the customer who gave opportunity for improvement.

Admit the fault frankly.

Regret the negligence in sincerely. Letter with positive statement

AKASH PRINTERS

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Rajaji nagar, Bangalore

Date 12-Jan-2012

To,

M/S Sunder Traders Ltd

M-18 Cannaught place

New Delhi.

Dear Sir,

We deeply regret that you received copies of annual report with printingmistakes overlooked by us. We accept your proposal of reprinting these 2000

copies at half the printing rates.

We shall first make corrections in composed matter and than get your final

approval before printing them. We assure you that within 3 days of yourapproval report will be printed without any mistake.

Thank you for your co-operation and patience in this matter

sincerely yours,

Akash copra

proprietor.

7

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7 STATUSENQUIRYANDCREDITLETTERS

Buying and selling on credit are very common

in modern business, industry and commerce.

Credit is a facility through which goods can be

bought and sold without cash payment.

Though credit accelerate sale, yet it involves

the risk of bad debts payment that result inloss to the business.

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Seller has to get consent before giving

credit to the buyer.

Assessing about creditworthiness is

called status enquiry letter.

W O O

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WHATCREDITLETTERSHOULDCONTAIN

Product or goods to be purchased.

Indication of arrangement of credit.

Reliability and promptness of payment.

Explain the terms and conditions of credit.

Rajnikant Steel Ltd

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Mysore Road, Bangalore

Date 30-July-2012

To,

M/S Amit Chowdhry Steels,

13, Mukerjee Nagar,

Kolkata.

Dear Sir,

We are the leading supplier of steel iron in the region and supply the steel rodes to

various retailers and house builders. We like to palce an order of Rs 5,00,000 for the

various items manufactured by you. But because of tight market conditions, we may

be in a position to make you advance payments.

Will you kindly supply us goods at three months credit? If you agrees we can order the

goods according to market prices. Please let us know if you can provide the credit

facility of 3 months

Yours Sincerely,

D.V.Rajnikant

Managing Directors.

8 COLLECTION LETTERS

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8 COLLECTIONLETTERS

Collection letters aim at collecting the dues

without affecting the business relations.

An impatient & rash approach affect the

customers relation.

Co write a series of collection letters from earlypolite, stronger, final collection.

W

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WHATSHOULDBEMAINTAINED

State the unpaid bills clearly with dates, number and

amount unpaid.

Photo copies of the bills.

Respect their business obligations.

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STRONGCOLLECTIONLETTERS

Give reference of the reminder or requestalready sent.

Ask him why they have not made payment.

Hope we will receive payment immediately.

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FINALCOLLECTIONLETTERS

Refer to the past attempt made to collect the amount.

Explain that customer is responsible for theunfortunates situation.

Rangaswami Enterprises

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Miller road, Chennai

Date 16-Nov-2012

To,

M/S Vikas Traders

Mysore Road, Bangalore.

Dear Sir,

We just want to remind you that your account shows unpaid amount of the

following bills

Date of Bill Bill No Amount

March 6, 2012 804 Rs. 6,200

July 12,2012 903 Rs. 4,300

Sept 6,2012 1802 Rs. 4,500Most probably it is just an oversight on your part. We know that it is a small

amount and could easily escape your attention. We have enclosed here with

the photo copies of bill.

Please remit the amount due at you earliest sincerely

S.Rao

PERSUASIVE LETTERS

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PERSUASIVELETTERS

INTRODUCATIONIn the present ear of competition, persuasion skill has

assumed great importance.

Be it is sales manager, job seeker or fund raisingmanager has to convinces through persuasive letters.

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TYPESOFPERSUASIVELETTERS

Circular letters.

Sales letters

Fund raising letters

Job application letters Reports with recommendations

Solution letters

Performance appraisal letters

Collection letters

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PURPOSEOFPERSUASIVELETTERS

Motivating the reader for desired action.

Removing the mental resistance.

Providing complete information so that the

reader knows exactly what to do.

Creating health relationship with

organization.

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APPROACHESTOPERSUASIVELETTERS

A) DIRECT APPROACHExplanation for direct request.

Looking for favorable response in straight way

manner

Courteous close.

B) INDIRECT APPROACHThe situation is complex and complicated,

It requires more effort to persuade the reader.

It is a problem-solving pattern

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LETTERSAPPLYINGOROFFERINGFORAGENCY

To expand the market of products in distant areas,

manufacturer appoint agents to sell their products on

commission basis.

What are point are considered while applying for

agencyReference of the advertisement

Financial standing of your business

Area where agency.Mention your business contact, storage and

distribution facilities, showrooms etc.

Terms and conditions and commission, bearing

expenses,

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SEEWORDFILEFOROFFERINGAGENCYEXAMPLE

SALES LETTERS

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SALESLETTERS

Sales letters are part of publicity and advertisement

complain.

This letters helps in educating and persuading the

customer.

Benefits of the products need to be highlighted.A good sales letter, like a successful advertisement,

captures the attention of the reader.

The purpose of every sales letter as of every

advertisement is to convert the reader in to a

customer

T O OS C O S O

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TWOMOSTEFFECTIVEFORMULASFORORGANIZINGSALESLETTERARE :

AIDA IDCA

A=Attention I= Interest

I= Interest D= Desire

D= Desire C= Conviction

A=Action A= Action

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PARTSOFSALESLETTERS

Introductory paragraph

The body

Concluding paragraph

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SEEWORDFILEFOREXAMPLE

DRAFTINGPOSITIVEANDNEGATIVE

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MESSAGESINTRODUCTION

Positive messages are written to impart pleasant

information to the reader like acceptance of

request, acceptance of order, dispatch of goods

etc.

The positive message include good news letters.

It must be pleasant tone, complete message.

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PURPOSEOFPOSITIVEMESSAGES

To give good news to the reader.To give detailed information

Removing the negative perception

To build the image of the writer

OCCASIONS FOR WRITING POSITIVE MESSAGES

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OCCASIONSFORWRITINGPOSITIVEMESSAGES

Sending quotations and offers

Acknowledging order and its execution.

Acceptance claims and adjustments.

Accepting credit

Letters granting or accepting agency

Letters stating introduction of new product, obtaining agencyetc.

Accepting job application or employment letters

Conveying favourable reply

Congratulating or appreciating someone.

V.S.Raman Date 26-Dec-2012

Managing Director

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Managing Director.

To,

Mr.Rohit SharmaManaging Director

Ahmebabad

Dear Mr. Rohit Sharma

Congratulations! I feel immense pleasure to know that you have been

appointed Managing Director of the Bharth Textile mills.

Because of your hard work and exceptionally leadershi8p qualities. You have

attained this position. Because of your untiring efforts,

Bharat Textile Mills has grown form very humble beginning to leading industry in

the region. We hope that the industry will flourish under your dynamicleadership

Wishing you good luck and bright future

cordially

V.S.Raman

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POINTS TO BE CONSIDERED WHILE DRAFTING

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POINTSTOBECONSIDEREDWHILEDRAFTINGNEGATIVEMESSAGES

Consideration and courtesy are top most requirement for bad

news letters.

In case of death of partner, indirect approach would be better.

In case of hike in prices give complete narration for hike.

Closing with a positive statement.

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Written by one person, sentinternally to one or more people

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Memos

internally to one or more people

Give brief, general information

Progress orinterim

Describe status of projects State work done, to be done

Identify potential problems

Compliance

Offers proof that businessmeets government regulations

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ESSENTIAL OF GOOD BUSINESS REPORTS

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ESSENTIALOFGOODBUSINESSREPORTS

Clarity.

Consistency.

User oriented.

Objectivity.

Accuracy.

Bravitty

Interesting.

Relevant.

KINDS OF REPORTS

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KINDSOFREPORTS

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