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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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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_enPK276PK2777/29/2019 1234MODULE - 4
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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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