Libro Business Writing.pdf

7/25/2019 Libro Business Writing.pdf

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I N T R O D U C T I O N

The best results in business relations depend on the way you communicate.

Your ability in using the proper words when writing or speaking is a very important

aspect. The executive or the assistant who has a complete written and oral

command of the language can achieve many more goals than the people who do

not have it.

You may be easily considered as an incompetent person due to the fact that you

are not able to use the proper adjectives, nouns, linkings and spelling in your daily

work communications.

Furthermore, it is of utmost importance to know and to understand the concept of

the subject you are talking or writing about. Therefore, we will try to give you someknowledge of Foreign Trade and business relations besides the techniques for

writing specialized letters.


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CHAPTER ONE

P U N C T U A T I O N

If you want your writing to say exactly what you mean, you must learn to punctuatecorrectly and carefully. Improper punctuation will not only confuse the reader butalso may completely mislead him. Marks of punctuation make sentences easier toread and therefore to understand. In business you must be able to punctuateperfectly.

1. THE FULL STOP OR PERIOD.

The use of this mark is very easy.

Uses:

1. Place a period at the end of a sentence that makes a statement.

Examples:

- The shipment will be delivered by Friday.- The manager works with diligence and initiative.- Uranium and plutonium are fissionable materials.

2. Place a period at the end of a sentence that states a command.

Examples:

- Please type this letter for me.- Answer the phone.- Order the goods immediately.

3. Place a period after an abbreviation.

Examples:

- D. Fulton

- J. Gordon Jones, Jr.- Co.- Inc.- Ltd.- Corp.

Note: Certain common abbreviations are being used increasinglywithout stops or periods.


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Examples:

- Mr - UNO- Mrs - NATO- BBC - IBM

4. Use a period to separate cents from dollars in money amount.

Examples:

- $2.58 - $10.10 $4.27

However, there are specific occasions when a period or stop shouldnot be used.

a) Do not use a period after a heading or a title.- Chapter One: The Quotation

b) Do not use a period after a sentence ending in a punctuatedabbreviation.- Our guest speaker is Marcus More, Ph. D.

c) Do not use a period when the numbers or letters of a list havebeen enclosed in parentheses.

- These factors will be considered:a) attendance b) punctuality c) performance.

II. THE COMMA

Commas are used to indicate a pause. Today the tendency is toward short,simple sentences and easy to follow punctuation. Nowadays you commit aserious error if you use too many commas. You must have a definite reasonfor every comma you insert. If you dont have reason, leave it out.

Uses:

1. Use commas to separate words or phrases listed in a series.

Examples:

- Our new offices are in a towering, ultramodern, air-conditionedskyscraper.

- The Meter has been carefully, precisely assembled for sensitivity.


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- In this course your objectives are to write, to speak, to read and tothink clearly.

2. Use commas to set off expressions that if omitted would not destroy

the sentence or change its meaning.Examples:

- Mr. Jones, our salesman, will see you.- We will send Mr. Smith, our representative, to visit your office.- The company, having been dormant for years, is finally

reawakening.- Butter, which is in great demand, is selling well.

3. Use a comma to set off a contrasting expression within a sentence.

Examples:

- The chairman of the board, not the stockholders, made thedecision.

- I returned to the institute to improve my typing, not my English.

4. Use a comma after an introductory expression, such as: indeed,nevertheless, accordingly, on the contrary, otherwise, therefore, infact, etc.

Examples:

- Indeed, Sam likes to dominate a conversation.- Nevertheless, Willy doesnt understand much of what he says.- In general, Sam makes little sense.

5. Use commas before conjunctions when these ones join clauses in asentence.

Example:

- He applied for the position, but he did not get it.


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III. THE COLON

Colons are used after formal introductory statements. They alert the readerto what follows.

Uses:1. Use a colon before a formal list:

- When evaluating a credit application, consider the following:credit history, employment history, and current assets.

2. Use a colon before an explanation:

- A letter refusing credit should be positive: you hope to continuebusiness on a cash basis.

3. Use a colon before a quotation.

- ASSISTANTS WORLD reports: Assistants are members of thefastest growing occupational group.

4. Use a colon between a title and subtitle:

- WORD PROCESSING: An introduction.

IV. THE HYPHEN

1. It is used to join two or more words into a compound.

-do-it-yourself instruction booklets-a wait-and-see attitude.

2. It is used with compound numbers from 21 to 99 and with fractions:

thirty - eighteighty - two

..one - quarter

..four - fifths

3. It is also used to divide a word at the end of a line. This should onlybe done between syllables.

- At the end of every semester, all the students should take an ex-amination.


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Note: DO NOT leave a single-letter syllable at the beginning or endof a line.

(e - liminate, dictionar - y).Similarly DO NOT begin a line with a two-letter word ending

(want- ed).

PUNCTUATION OF ADDRESSES

It is usual for companies to use open punctuation, that is to say no punctuationexcept in the body of the letter. Open punctuation is mostly used with fully blockedstyle, i.e. the whole letter aligned to the left.

If punctuation is used, do the following:

a) Place a comma after each line of the address, except the last line.

Example:Mr. S. Evans,13 Winters Street,London WC2,ENGLAND

b) In salutations, we can use these possibilities:

- Dear Sir:- Dear Sir,- Dear Sir

c) In complimentary closes, a comma at the end:

- Faithfully yours,- Sincerely yours,- Yours truly,


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CAPITALIZATION Here are the main rules:

1. Capitalize the first word of a sentence- The man sees the car.- My mother talks while I listen.

2. Capitalize the first and last words of titles and headings, except articles,coordinators (but, and, for, etc)) and prepositions.- Advertising Strategy for the Small Business- Latest News in Money Market Funds.

3. Capitalize the names of specific persons, places, and things.- The Empire State Building is the tallest structure in New York City.

4. Capitalize the names of organizations and institutions.- The convention of the American Psychological Association will be held

during the week of May 24.

5. Capitalize historical periods, events and documents.- The Declaration of Independence was adopted on September 18, 1810.

6. Capitalize members of national, political, religious, racial groups.- The Republican candidate for mayor spent the morning shaking hands.

7. Capitalize days of the week, months of the year, and names of holidays, butseasons of the year are not capitalized.- I will have your order ready by Tuesday.- Winston entered law school in September.- I seldom eat at Easter.

8. Capitalize regular nouns when they are part of a name.- I work at the corner of Twelfth Street and Arthur Avenue.

9. Capitalize adjectives that are formed from names.-...Hamlet is a frequently produced Shakespearean play.

10. Capitalize abbreviations of capitalized words.- U.N.O. (United Nations Organization)

11. Capitalize a persons title when used before the name not when after thename.- Dean Douglas addressed the students.but- Mr. P. Douglas, dean of students, attended the meeting.

12. Capitalize the first word of a complimentary close.- Sincerely yours - Best wishes


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EXERCISE:

Re-write this letter using the right punctuation and capital letters:

messrs williamson and balfour / 1 north 386 via del mar / dear sirs / we are

grateful for your letter dated may 28 and we are sending you our price list and cifprices all these articles are made out of the finest materials some of them you havereceived from us so you know they have ready market sale as we want to expandour business we have sent you our best prices we are in condition to receiveorders when you consider convenient / yours faithfully / harry windsor / salesmanager


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CHAPTER TWO

C O R R E S P O N D E N C E

Business Writing

Nothing can completely replace the directness of the personal visit, but there arecountless occasions where a personal visit is impossible. In short, the greater thedistance between seller and buyer the more difficult it is to maintain constantpersonal contact, and the greater the necessity of using the written word.

The business letter is the most frequently used form of written business message,it has become an important business communication unit.

Letters leaving a business office are, in a very real sense, ambassadors of

goodwill. The impression an individual letter creates may mean the differencebetween the gain or loss of a prospective customer, or an influential friend for yourcompany. This impression depends as much on the appearance of the letter as onits tone or contents.

A letter is a private, written communication with a specific business goal: to obtaininformation, place an order, request open account terms, collect an account, file acomplaint, etc)

The objectives of these letters are:

1. To give a message2. To create goodwill

(Goodwill is the confidence, good name, friendship, preference and favorable opinion which aninstitution enjoys due to the product it sells, the service it provides and the public relations itpromotes.)

Business Style

Main Characteristics of a Business Letter. These qualities are usually called theFour Cs (clearness, conciseness, courtesy and completeness), but we must not

forget that the writers success will depend largely on his own abilities, on hisinitiative, originality and personality.

1. ClearnessA business letter is clear when it can be easily understood. You will obtainthis by careful planning, by saying in plain what you want to say; by usingsimple word, good, straight forward and simple English.


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The message must be understood by the reader with minimum effort andtime. But be careful! We want letters to be clear and natural, but in a

business letter a certain degree of formality is desirable. We wouldnot, therefore, dispense with all formality.

2. ConcisenessClearness and conciseness complement each other. A concise letter is notnecessarily a short letter. It must be as long as it is necessary.

To be concise use only the minimum number of vital words to make themessage complete and clear.

Do not use superfluous words. Write short sentences rather than long ones,thus you will be less liable to make grammatical mistakes. Use oneparagraph for each topic, avoid redundant expressions and do not reiteratean idea)

Just one little word of warning: If conciseness conflicts with courtesy, thenmake a little sacrifice of conciseness.

3. CourtesyWe are creating goodwill so this feature is vital to all positive letter writing. Itmeans promptness in replying, a pleasant tone, friendly disposition andcordial attitude toward the reader at all times.

It is an act of courtesy to direct the letter straight to the department or theperson who has to deal with it.

When you have reason to be grateful, express your gratitude.

Under no circumstances should a business letter ever be discourteous: youmay lose a customer.

4. CompletenessThe message is complete when all the ideas related to the topic have beencovered in the letter. Check your list to make sure you have included all therelevant details; the reader of your finished letter must have all theinformation he or she will need.

In order to achieve these characteristics when writing it is necessary to havea You approach or you attitude. That is, your letter should be readeroriented and sound as if you share your readers point of view.


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Compare these examples:

- Please accept our apologies for the delay.- We hope you have not been seriously inconvenienced by the delay.

This, of course, does not mean you should avoid I and we when necessary.When you use these pronouns, keep this in mind:

1. Use I when referring to yourself (or to the person who will actually sign theletter).

2. Use we when you are referring to the company itself.

One last word about style: a good business letter must be well organized.

You must plan in advance everything you want to say; you must say everythingnecessary to your message; and then must stop. That is, a letter must be logical,complete, clear and concise.

When planning a letter and before you start to write, jot down the main point youwant to make. Then, list all the details necessary to make that point; these may befacts, reasons, explanations, etc). Rearrange your list in a logical order so that yourmessage will come across as clearly as possible.

On the other hand, you must be careful not to say too much. You must know whena letter is finished.

Answer the following questionnaire to see how much you have understood aboutbusiness letters.

1. Why are letters important in business?2. Why is a personal visit more complete and direct?3. What is the relationship between a letter and a representative of a company?4. What do you understand by GOODWILL?5. What do the 4 Cs stand for?6. What is clearness in letter writing?7. When can a letter be considered complete?8. In order to be clear, should you dispense with formality?9. What is advisable to do in order to write a good concise letter?10. When is a letter considered to be courteous?11. What may happen if you write an impolite letter?12. To have a you attitude in writing means you should avoid using I and

We expressions?13. What is a letter in commerce?14. What should you do before writing a letter?


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Study these guidelines before writing a business letter

A) General Guidelines for Organizing a Business Letter.

1. Establish what type of letter you are writing FIRST(the purpose of the letter). Is it a request for PARAGRAPHinformation, an order or an acknowledgment?

2. State items that need action, answer questions, MIDDLEand give information. In other words, give details PARAGRAPHof the letter.

3. Summarize briefly. End with a friendly greeting, LASTif appropriate. PARAGRAPH

B) Other Guidelines in Writing an Effective Business Letter.

1. Reflect the employers style of writing in presenting the message.2. Write with clarity.3. Write concisely.4. Write the message in a personal tone.5. Write with a positive approach.6. Write with diplomacy and tact.7. Try to create goodwill and interest.

C) Guidelines for Answering a Letter.

1. Read the letter to be answered carefully.2. Jot down points of inquiry or other important points.3. Place these items in priority order.4. Decide the answers to all questions.5. Verify all data6. Organize the letter and begin to write.

D) Guidelines for Initiating a Letter.

1. Establish the purpose of the letter.2. Collect all necessary material, information, enclosures, etc.3. Organize material.4. Compose the letter in a style suitable for the intended purpose.


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LETTER FORMAT

I Parts of a Business Letter (Layout)

While the horizontal placement of letter parts may vary, the vertical order ofthese parts is standard.

1. LETTERHEAD: This is printed and supplied by your employer. It isused only for the first page of a letter.

2. DATELINE: The date on which the letter is being prepared is typed afew lines below the letterhead.

3. INSIDE ADDRESS: The address of your reader is typed as it willappear on the envelope.

Examples:- Mr. John Alexander, President - Ms S. Evans

ABZ Company Learning Systems Ltd.1234 East Sixth Street, Room 1410 13 Winters StreetBuffalo, NY 14222-5147 LONDON WC2

- Mr. John Alexander - Mrs. A) Berens,National Sales Manager Creasport Production,

ABZ Company Hameentie, 366,P.O. Box 1614 00560, HelsinkiBuffalo, NY 14222-5147

4. ATTENTION LINE: This is not always required. It should be usedwhen the letter is addressed to a company or organization as awhole, but you want it to be handled by a specific individual at thecompany or within the organization. It should be underlined or typedin capitals.

5. SALUTATION: It is typed two lines below the last line of the insideaddress. Capitalize the first word, the title and any noun in thesalutation.- Dear Mr. Jones - Dear Sirs- My dear Professor Clark - Gentlemen- Dear Mrs. Morgan - Dear Madam- Your Excellency

Mr., Ms., Mrs., Messrs., and Dr. are abbreviated in salutations.Write out other titles such as Captain, Professor, Father, Reverend, etc.In a salutation you should use an individuals name whenever it is known.


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Addressee Salutation

- Firms name Gentlemen - Dear Sirs

- Married woman, a widow or

a divorced woman who uses Dear Mrs. Jonesthe title Mrs.

- Unmarried woman Dear Miss Jones

- Unknown whether womanis married or single Dear Ms. Jones

- Married couple Dear Mr. and Mrs. Jones

- Group (men and women) Ladies and Gentlemen

- A man and a woman Dear Sir and MadamDear Mr. Jones and Mrs.Black.

6. SUBJECT LINE: This is often omitted, but its inclusion is a courtesyto your reader. It should be underlined or typed in capitals.

7. BODY: This is the actual message of your letter.

8. COMPLIMENTARY CLOSING: This is a polite formal way to end aletter. British standard forms are Yours faithfully or Yours sincerely.Northamerican standard forms are Truly yours or Sincerely yours,Cordially yours, Respectfully yours, etc.Capitalize only the first word in the complimentary closing.

9. SIGNERS IDENTIFICATION: Typed four lines below the previousitem to allow space for the signature, this includes the signers nameand any relevant titles.

10. REFERENCE INITIALS: Consisting of the signers initials in capitalsfollowed by a slash by the typists initials. This serves as a reminderof who prepared the letter.

11. ENCLOSURE: Consisting of the word Enclosure followed by a listof enclosed items.

12. CC NOTATION: This tells the reader who has been sent a copy of the letter.


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Some parts of a business letter that are necessary to keep in mind.

a) Dates c) Complimentary closings

b) Salutations d) Positions

a) Dates

American EnglishBritish English

(close punctuation) (close punctuation)

Santiago, January 20th, 2007 Santiago, 20thJanuary, 2007Santiago, January 20, 2007 Santiago, 20 January, 2007

(open punctuation) (open punctuation)Santiago January 20 2007 Santiago 20 January 2007Santiago January 20 2007 Santiago 20 January 2007

b) Salutations



Dear Madam: Dear Madam,Dear Miss Orrego: Dear Miss Orrego,Dear Mrs. Olivares: Dear Mrs. Olivares,Dear Sir: Dear Sir,Dear Mr. Orrego: Dear Mr. Orrego,Dear Mr. Diego Olivares: Dear Mr. Diego Olivares,Dear Sirs: Dear Sirs,Gentlemen: Dear Sirs,

(open punctuation) (open punctuation)

Dear Madam Dear MadamDear Miss Orrego Dear Miss OrregoDear Sir etc. Dear Sir ... etc.


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c) Complimentary Closings



Faithfully yours, Yours faithfully,Truly yours, Yours truly,Sincerely yours, Yours sincerely,Cordially yours, Yours cordially,Very faithfully yours, Yours very faithfully,Very truly yours, Yours very truly,Very sincerely yours, Yours very sincerely,Very cordially yours, Yours very cordially,

(open punctuation) (open punctuation)

Faithfully yours Yours faithfullyTruly yours Yours trulySincerely yours Yours sincerelyCordially yours Yours cordiallyVery faithfully yours Yours very faithfully

d) Some Positions

General Manager :

Managing Director :

Personnel Manager :

Human Resources Manager :

Financial Manager :

District Manager :

Claims Manager :Sales Manager :

Manager :

Director :

Supervisor :

Auditor :


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Accountant :

Chief Buyer :

Chief Seller :

Chief Collector :

Chief Importer :

Chief Exporter :

Correspondence Supervisor :

Account Manager :

Credit Manager :

Purchase Manager:

Import Manager :

Export Manager:

Marketing Manager :

Marketing Director :

Sales Director :

Purchase Director :

Credit Controller :

Export Sales Manager :

Import Sales Manager :

President :

Buyer :

Seller :

Importer :

Exporter :

Coordinator :

Bilingual Assistant :

Bilingual Secretary :

Assistant :

Secretary :

Applicant :


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II Punctuation Styles

There are three punctuation styles used in business letters. These are:open, standard and closed.

Open punctuation: When open punctuation style is used, no punctuationmark appears at the end of any line outside the message, unless the lastword in the line is abbreviated.

Standard punctuation: In the standard punctuation style, a comma or colonfollows the salutation and a comma is used after the complimentary closing.

Closed punctuation: In the closed punctuation style, every line, except inthe message, is followed by a mark of punctuation.


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III Arrangements Styles

There are five arrangement styles to be used when writing business letters.These are: full blocked, blocked, semiblocked, indented and simplified style.The full blocked style is the most used nowadays and the blocked style is the

second one in use.FULL BLOCKED STYLE:

In the full blocked style, all parts of the letter start at the left margin. Thisstyle is also known as extreme blocked. It is therefore the fastesttraditional arrangement style to type.

Look at this sample of order letter in full blocked style and open punctuation.

THE BEST CLOTHING SHOP4850 San Pablo AvenueQuinta NormalSantiago

Santiago 15thMay 20...

THE OUTSTANDING CLOTHING FACTORY3542 Par StreetSan Carlos

Dear Sirs

SUBJECT: Order N 31716

Kindly send us the following articles by railway express withinnext week at the latest:

Quantity Catalogue N Description

12 dozens 359 Mens woolen socks in assorted colours and sizes 20 dozens 1426 Childrens stockings in assorted colours and sizes30 dozens 2859 Mens cotton shirts, long sleeves in assorted

colours and sizes8 dozens 481 Towel sets, b size and assorted colours.

Also pack the products in separate carton boxes and mark then order N31.716

and HANDLE with CARE on each box. Payment will be carried out in the usualterms and method.

We expect to receive the goods on the date stated here.

Yours faithfully

Francisco RiescoChief Buyer


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BLOCKED STYLE:

The blocked style is quite similar to the full blocked one, with the exceptionthat the date line, complimentary closing, company signature, and writersidentification start from the centre of the page to the right.

Consider the following sample order acknowledgement letter in blockedstyle and standard punctuation.

FOURTH REGION PAPER COMPANY8423 La Colmena StreetCoquimbo

Coquimbo 28th

May 20...

Mr Enrique Orrego2554 Los Andes StreetQuinta Normal Santiago

Dear Mr Orrego,

Thank you for you order related to desk calendars to be distributed to your clientsthis holiday season. An attractive calendar will be the best publicity of your firmand product throughout the year.

Should you have a slogan that carries your products message, perhaps you wouldlike it to be included in the copy of the calendars. This notation was not consideredby our saleswoman.

Please let us know within next week if you want your slogan to be printed andwhether there are any further changes in copy to be made before executing yourorder.

We expect a prompt reply.

Yours faithfully,Danilo Urbina M.Sales Manager


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SEMIBLOCKEDSTYLE:

The semiblocked style is very similar to the blocked style with the exceptionthat the first line of each paragraph is indented three, four or five spaces.

Here is a sample of reply to enquiry letter in semiblocked style and openpunctuation.

ORIENT TOWEL CO. LTD.1752 El Barrancn StreetSan Miguel Santiago

Santiago 10th

February 20...

Miss Gloria Olivares A.3346 Lourdes StreetQuinta Normal Santiago

Dear Miss Olivares

Thank you for your enquiry of 5th

February in relation to the different types oftowels we manufacture.

We are pleased to let you know that we have in stock the number of towels yourequire and we can provide them directly from stock two days after receipt of order.

These prices are firm for the current month, therefore, we expect to receiveyou order as soon as possible, which will have our best attention.

Yours faithfully

Karinne MarcelleChief Seller


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INDENTED STYLE

In this arrangement style, every line of the heading and the inside address isindented two or three spaces; the same happens with the date andcomplimentary closing. Each pragraph is indented, too.

Look at this sample of enquiry letter in indented style and closed punctuation.EASTERN CARPETING SHOP

3642 Constitucin StreetChilln

Chilln, 16thDecember, 20...

WORLD CARPENTING COMPANY73028 El Almendral Avenue,

La Cisterna - Santiago

Dear Sirs,

Last year you installed wall to wall, light brown Western carpeting in ourbedroom. At that moment we thought our bedroom would be carpeted only,but we have been pleased with the carpet and pattern that we would like toconsider our childrens bedrooms as well. Therefore, we want to know ifyou still have the exact pattern and colour. The pattern is Dawn styleN4285-Z

As we would like this new carpet to be installed before Christmas, please reply this

letter as soon as possible in order to make the necessary arrangements.

Yours very faithfully,

Libertad HubbeBuyer

SIMPLIFIED STYLE:

The simplified style is like the fullblocked one with the exception that thesalutation and complimentary closing are always omitted. Therefore, it isnot necessary to provide an example.


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EXERCISES

I. Answer these questions.

1. Why is the layout of your letter important?

2. How many styles of letters do you remember? Which are they?

3. Which courtesy title should you use if you do not know whether thewoman you are addressing is single or married?

4. When is an attention line necessary?

5. On what side of the page must the inside address go?

6. What modern business letter closings do you remember?

7. How many paragraphs should a good letter have?

8. What is advisable to do when writing the date?

9. When do you use Dear Sirs or Gentlemen?

10. What does Encl stand for? What does it mean?

II Here you are given a series of elements which have a special place in aletter, except the body.

1. Enc.: B/L2. Date: todays date3. Complimentary close: to agree with salutation.4. Senders Name (heading), (not in order):

3000 Avenue of the AmericaNew York, NY 1019International Industries Inc)

5. Inside Address (not in order):San Francisco, Ca 6097

Ms Iva Stravinsky

046 Fleming Ave6. Salutation: It depends on the addressee7. CC Notation: Henry Purcell / Mnica Prez8. Signature:


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______________

______________

BODY


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CHAPTER THREE

HOTEL RESERVATIONS

Useful vocabulary

to make a reservation =

to book accommodation =

to make a booking =

to book a room =

to reserve a room =

to check in =

to check out =to stay =

to pay the bill =

to confirm =

to cancel =

a single room =

a double room =

a private bathroom =

peak season =

hotel rates =

arrive at =

arrive in =

to meet =

rates =

All reservations must contain COMPLETE, ACCURATE INFORMATION.

Most hotels have a variety of accommodations as well as rates. An effectivereservation request will specify:

1. the guests full name; 2. the guests company affiliation;3. the dates of the stay (including an

expected time of arrival); 4. the desired accommodations;5. the preferred rate (or a special rate); 6. any special requirements;7. a request for confirmation.


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RESERVATION REQUEST

CONDO CORPORATION209 West Street

Kingston, Jamaica, W.I.

October 2, 20.

The Executive Inn2 Main StreetEvansville, Illinois 60821

Dear Sirs:

Please reserve a single room with bath for Ms. Linda Lettman

for October 27 - 29. Ms. Lettman, general manager of the CondoCorporation, will arrive at the hotel at approximately 6 P.M. onOctober 27.

While in Evensville, Ms. Lettman will meet with six members ofthe local Chamber of Commerce. She would, therefore, like toreserve the use of a small conference room for the morning ofOctober 28, from about 9 A.M.until noon.

Please let us know the rates for both Ms. Lettmans

accommodation and the conference room, and confirm thisreservation.

Truly yours,


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Read and Translate

Reservations

Dear Sirs:

Please book accommodation for the General Manager of our firm, Mr Robert Brownand his wife in a double room and private bathroom, preferably on the first floor.

Mr Brown will check in on May 30 and will check out on June 10.

We look forward to your confirmation.

Truly yours,

__________________________________________________________________

____________________________________________________________________________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

Confirmation

Dear Sirs:

We are pleased to confirm the reservation of a double room with private bathroomon the first floor of our Hotel for Mr Robert Smith and wife.

As we are in the peak season now, we are not in the position of allowing the 5%discount we usually grant you.

We look forward to having Mr Smith and his wife here soon.

Very friendly yours,__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________


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__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

Cancellation of Booking

Dear Sirs:

Please cancel the reservations we had made of two double rooms as fromNovember 10 on.

Due to circumstances beyond our control, our representatives and their wives havehad to postpone their trip until further notice.

We hope to be contacting you again in a near future.

Very cordially yours,

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

____________________________________________________________


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Translate into English

Estimados seores:

Srvanse reservar 6 habitaciones individuales con bao privado cada una para

nuestro equipo de ftbol Island Group que estar viajando a San Francisco el 25de abril y registrndose en su hotel el da 26.

Probablemente se quedarn durante 10 das, a menos que el resultado de lospartidos no les sea favorable.

Esperamos la pronta confirmacin de estas reservas.

Les saluda atentamente,

__________________________________________________________________

__________________________________________________________________

____________________________________________________________________________________________________________________________________

__________________________________________________________________

__________________________________________________________________

_________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

Estimados seores:

Les agradeceramos postergar las reservas que hicimos ayer por telfono bajo elnombre de Richard Andonie, (2 habitaciones individuales con bao privado) ya quenuestros representantes han cancelado su viaje a Miami, debido a razones ajenasa su voluntad.

Nos pondremos nuevamente en contacto con ustedes en un tiempo ms.

Les saluda cordialmente,

____________________________________________________________________________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________


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__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

____________________________________________________________________________________________________________________________________

Useful sentences for bookings

I shall be glad if you reserve me a room for our Managing Director, Mr ________

I should be pleased if you could let me have a room from __________ until

___________

Please let me know what your terms are for a single (double/twin-bed) room withprivate bath.

Kindly inform us whether your hotel can accommodate 18 members of our staff

in single or twin-bed rooms for 5 days.

This is to confirm that we have booked a double room for you ______

We very much regret that all our rooms are already booked up.


1. Srvanse reservar alojamiento para el Gerente de Personal de nuestraempresa, el seor Charles Stein.

_______________________________________________________________

_______________________________________________________________

2. Les agradeceramos confirmar esta reserva a la brevedad. Esperamos surespuesta.

_______________________________________________________________

_______________________________________________________________

3. Quisiramos reservar dos habitaciones dobles con bao privado desde el 7 demarzo, por dos semanas.

_______________________________________________________________

_______________________________________________________________


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4. Por medio de sta confirmamos sus reservaciones para cuatro personas parael 5 de octubre.

_______________________________________________________________

_______________________________________________________________

5. Lamentamos no poder acceder a su reserva puesto que nuestro hotel estcopado en la poca de alta.

_______________________________________________________________

_______________________________________________________________

6. Nuestro representante, el seor Vega, ha debido postergar su viaje. Por esarazn, agradeceremos anular la reserva hasta prximo aviso.

_______________________________________________________________

_______________________________________________________________

7. El seor Henry Grefner, Gerente de Ventas de nuestra firma, estar en Moscpor razones de negocios, desde el 14 de enero al 7 de febrero.

_______________________________________________________________

_______________________________________________________________

8. Hagan reservaciones para l, en una habitacin simple con bao privado.

Srvanse confirmar por fax a la brevedad.

_______________________________________________________________

_______________________________________________________________

On your own

1. The General Accountant of your firm is travelling to London on business.Make the necessary reservation at Brighton Hotel. He is travelling with hiswife.

2. You had reserved a double room and two single rooms for you and your family.Your trip has been postponed. Proceed accordingly.

3. You are the receptionist at a Hotel and just received a letter asking for areservation. You are not willing to comply with his request since the hotel isbooked up. Proceed accordingly.


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CHAPTER FOUR

APPOINTMENTS

An assistant receives many letters requesting appointments. It is normal to writewhen you are asking for an appointment, as the letter can be filed and used as areference for later correspondence, or the visit.

There are various reasons why you may wish to meet someone: to settle a policy,to renew contacts.

There may be occasions on which you must postpone or cancel an appointment. Ifsuch is the case, you should apologize and give an explanation.

Lets see some examples:

Making an appointment

Dear Mr Wegas

Our chief buyer, Mr Normal Lunam, would like you to contact us with a view ofmaking an appointment to see him to discuss the possibility of setting up a contractwith your company to supply us with steel over the next year.

He will be in his office all next week, and if you could write or phone him, he wouldbe pleased to arrange a meeting with you.

Yours sincerely

Confirming an appointment

Dear Mr Wegas

Mr Norman Luman has asked me to confirm the appointment you made to see him.He looks forward to meeting you at 11.30 in his office, at the above address, onTuesday 2 August.

Yours faithfully


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Cancelling an appointment

Dear Ms Hopper,

I am sorry to tell you that Mr Wegas will not be able to keep the appointment hemade to see Mr Lunam on Tuesday 2 August. Unfortunately an urgent matter hascome up in our New York office and needs his immediate attention. He offers hissincere apologies for the inconvenience and will contact you as soon as he returnsto London.

Yours sincerely,

Useful vocabulary

to arrange =

to confirm =

to postpone =

to cancel =

to contact =

to talk something over =

to discuss =

to analyze =

to hold =

to fix =

to look forward to =

to apologize =

to come to an agreement =

to take advantage of =

arrangement =

confirmation =

postponement =cancellation =

analysis =

apologies =

appointment =

meeting =


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Read and Translate

Dear Mrs Stay:

I am planning a business trip to Baltimore for next month and I would like to takeadvantage of this opportunity in order to hold a meeting with you and all the sales

representatives of the firm in order to settle our policy for next semester.

Please arrange the corresponding meeting and send me the confirmation promptly.

I will be arriving in U.S.A. on July 10 and probably staying there until the 28.

I look forward to meeting you soon.

Cordially yours,


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Dear Ms Guzman:

This is to inform you that Mr Lynch is compelled to postpone the appointment he

and you had agreed.He regrets very much to be unable to attend and has asked me to offer hisapologies.

As soon as he solves his pending matters, he will let you know in order to fix a newdate.

Cordially yours,


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Dear Sirs,

I am writing on behalf of Mr Luciano Montegiordi, of the Milan Institute for IndustrialResearch. He will be spending ten days in England in September, and would like

to meet your Research and Development Manager. He wishes to discuss atechnical project which the Institute is interested in.

He will be in London from the 2nd to the 15thof September, and he could travel toBirmingham on the 9th. Could he see you then? An afternoon appointment wouldbe preferable.

Please let us know whether this is convenient for you.

Yours faithfully,

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

____________________________________________________________________________________________________________________________________

__________________________________________________________________


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Useful sentences for arrangements or confirmations of Appointments.

Please arrange ___________________________________________________

We are looking forward to your visit and ________________________________

I should welcome the opportunity to discuss with you a matter which will interestyou.

Our Director, Mrs Nella Vaegui, wants to meet __________________________

The meeting has been arranged ______________________________________

Please let me know if this would be convenient to you.

________________________________________________________________

He will call you as soon as he arrives to arrange _________________________

We are pleased to comply with your request ____________________________

The meeting has been arranged for ___________________________________

We would thank you for arranging ____________________________________

Ways to write it

1. This is to confirm the meeting between Mr Ross and Ms Lame.

_______________________________________________________________

2. Mr Romero is interested in holding a meeting with the General Manager of your

Company._______________________________________________________________

_______________________________________________________________

3. We would appreciate your arranging an appointment for Ms Salas with theAuditor of your firm Mr Karl Hernand.

_______________________________________________________________

_______________________________________________________________

4. I should be obliged if you could fix a date and time for this interview.

______________________________________________________________________________________________________________________________

5. I am sorry to let you know Ms Freedom will not be able to see your AssistantManager on that date.

_______________________________________________________________

_______________________________________________________________


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6. We are glad to inform you that the meeting has been scheduled for Monday,

July 19.

_______________________________________________________________

_______________________________________________________________

7. Mr F. King offers his apologies for not being in condition to attend the meetingarranged for June 23 at 7 p.m.

_______________________________________________________________

_______________________________________________________________

8. Due to circumstances beyond her control, Ms Joan Camus must postponeseeing Mr Silva.

_______________________________________________________________

_______________________________________________________________

9. It is a pleasure to confirm the interview between Mr Fabrega and our ProductionManager.

_______________________________________________________________

_______________________________________________________________

10. The purpose of this appointment is to set up the new policy for next year.

_______________________________________________________________

_______________________________________________________________


1. El seor M. Plummer, nuestro Gerente de Exportaciones, estar en Estocolmoa comienzos del prximo mes. Le telefonear en cuanto llegue para concertaruna reunin para usted.

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

2. Estar en Pars, por motivos de negocios, desde el 10 al 16 de noviembre.

Espero tener el agrado de verlo entonces y renovar contactos con usted.

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________


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3. Agradecemos su carta del 7 de febrero. Estamos encantados de vernuevamente a la seora Carolina Fritis. Hemos hecho los arreglos necesariospara que la reunin se efecte en la fecha sealada por ella.

_______________________________________________________________

______________________________________________________________________________________________________________________________

4. Quisiera aprovechar mi viaje a Miln para reunirme con el seor EstebanMorris. Llegar a esa ciudad el 3 de enero. Agradecer confirmar fecha yhora de reunin.

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

5. Lamento tener que postergar mi viaje a Dresden y por ende, la reunin con elseor Ryan. Deseo disculparme por los inconvenientes que l pueda tener.En todo caso, le har saber a la brevedad la fecha de mi prximo viaje.

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________


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I Translate

Estimados seores:

Nuestro Presidente de la Junta de Directores quiere aprovechar su viaje a

Londres para sostener una reunin con el Gerente General de su Empresa, elseor Tom Collins.

Les agradeceramos fijar y confirmar la reunin para cualquier hora queconvenga al seor Collins.

Esperamos la pronta confirmacin de esta entrevista.

Atentamente,

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

II Write a letter confirming this appointment.

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________


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_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

III Write a letter cancelling the appointment that has been confirmed.Give a good reason.

_______________________________________________________________

______________________________________________________________________________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________


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On your own

1. Your boss, Mr John Pasmio, wants an appointment with the GeneralManager of Coca-Cola in Houston. Proceed.

2. You had arranged an appointment for your boss with Mr Toms Martin.However, your boss is not travelling to U.S.A. due to health problems. Cancelthe appointment.

3. An important executive of an international Firm wants an appointment with thePresident of your Firm. Proceed and confirm it.


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CHAPTER FIVE

THE PURCHASE - SALE PROCESS

When doing business with a foreign company, the process is basically the same asthe one in the national commerce. The major difference is that we must make useof letters, faxes, E-mail and the telephone because of the distance that separatesthe customer from his provider.

The two main characters are, obviously, the customer and the provider.

The process begins then when a prospective customer becomes interested in acertain product or service.

Once he has made the decision of getting the product, the business

correspondence begins.

The usual steps we will study in this process are as follows:

1. The enquiry (Customer)2. The quotation (Provider)

________________________________________________________________

3. Letter asking for references (Provider I)4. Letter giving references (Provider II)

________________________________________________________________

5. a) The rejection of offer (Customer)b) The order (Customer)

6. The confirmation of order (Provider)________________________________________________________________

7. The enquiry for freight rates (Provider)8. The quotation for freight rates (Shipping Agency)

________________________________________________________________

9. The advice of despatch and invoicing (Provider)

10 Complaints a) of delayb) of wrongly delivered itemsc) of damage (Customer)d) of missing articlese) of poor qualityf) of wrongly extended invoice


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11. Replies to complaints (Provider)

12. Collection letters a) First reminderb) Second reminder (Provider)c) Third reminder

13. The adjustment of settlement (Customer)

Obviously, there are other types of letters in between or other kinds ofcommunication, mainly to clarify points.

NOTE: It is important to remind you that there are certain important detailsregarding style more than content:

a) In formal writing DO NOT USE contracted forms of verbs,i.e., isnt, shouldnt, Ive, wed, unless you are writing a friendlypersonal letter.

b) Remember that there are differences in spelling betweenBritish and American English. If you write to an English firm,you had better use the British spelling or words.

Examples:

American British

traveled travelled

truck lorry

catalog catalogue

c) DO NOT USE idiomatic expressions (slang) in formal writing.

Examples:

Hi gonnaguy wannaaint gotta


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THE ENQUIRY

The prospective customer, businessman, traveler, or subscriber writes seeking

information about prices, terms of payment, delivery of a product, conditions of atrip, the cost of a subscription or variety and prices of courses given by institutes.So the main purpose of this message is to enquire, i.e. to request information.

To write an enquiry take into account the following aspects:

1. Make your enquiry easy to answer.2. Decide exactly what you want before you write.3. Include the specific information that you need as well as the course of action

you would like your reader to take.4. Mention the reason for your enquiry.5. Let him/her know when you intend to buy, this way you have encouraged

him/her to reply promptly.6. Appreciate with a cordial closing paragraph.

Presentation

Read, translate and analyze these enquiries.

Vocabulary:

to put on the market =

to meet requirements =

terms of payment =

delivery date =

to be pleased =

to place an order =

firm =

to appreciate =

Sincerely yours =

to hear from =

favorable =


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Dear Sirs

We have been informed that your company has recently launched on the market anew model of computer which would meet our requirements fully.

We would appreciate your letting us know about prices, terms of payment anddelivery date.

If your conditions are considered favorable for us, we will be pleased to placeregular orders with you.

We look forward to hearing from you soon.

Sincerely yours

Equivalent expressions:

Dear Sirs =

We have learnt =

Company =

recently =

to launch on the market =

to meet someones needs =we would be thankful =

to tell us =

payment conditions =

convenient =

we will be satisfied =

to send an order =

we look forward to =

to hear from you =

Truly yours =


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Here you are given another example:

Vocabulary

to learn =

to supply the market with =to draw someones attention =

further details =

concerning =

under separate cover =

latest =

booklets =

press =

to be interested in =

Gentlemen:

We have recently learned by the press that the market has been supplied with anew model of shaving machine which has drawn our attention.

We are interested in obtaining further details concerning prices, terms of paymentand delivery date.

Under separate cover, please send us your latest catalogs and booklets for ourfurther information.

Very cordially yours,

Equivalent expressions:to learn =

the press =

to supply =

model =

to draw someones attention =

we want =

to get =

further details =


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regarding =

by separate post =

most recent =

brochures =

Ways to write it Find another way to express this letter, use equivalentexpressions.

Gentlemen

We have seen your advertisement in The Metal Worker, and would be thankfulifyou could send us information of your fittings. We would like you to indicate

delivery times, your terms of payment, prices and details of discounts for regularpurchases and large orders.

Our annual requirements for metal fittings are considerable, and we may be able toplace substantial orders with you if your prices are competitive and your deliveriesprompt.

We look forward to receiving your quotation.

Yours truly

Read and Translate

Dear Sirs

We shall soon open our clinic, Santa Marta, on Helmanton Road in Miraflores,and we are interested in equipment for the installation of a laundry.

We would appreciate your sending us, promptly, detailed information on thevarious types of boilers and washing machines in your line.

Please let us have a catalogue and a price list, along with any additionalinformation you feel would be useful in helping us make a decision.

We shall be grateful for your prompt attention to our enquiry.

Yours faithfully


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Equivalent expressions

we are interested in =

appreciate =

let us have =

detailed information =

types =

various =

line =

please =

catalogue =

along with =

make a decision =be grateful =

promptly =

Ways to write it

Paraphrase the following sentences:

1. We have read in Saturdays issue of THE TIMES that you have put a new

model of computer on the market.

___________________________________________________________

___________________________________________________________

___________________________________________________________

2. Our firm has just opened a new branch in Osorno. Therefore, we would bethankful if you sent us the following information:

____________________________________________________________

____________________________________________________________

____________________________________________________________


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3. We will be very pleased to send orders to you if your conditions fulfil ourneeds.

____________________________________________________________

____________________________________________________________

____________________________________________________________

4. Your fabrics have called our attention. We would like to obtain furtherdetails about your new goods.

____________________________________________________________

____________________________________________________________

____________________________________________________________

5. We would appreciate your sending us your latest booklets by separate postas soon as possible.

____________________________________________________________

____________________________________________________________

____________________________________________________________


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Opening sentences (enquiries)

- We are considering buying ...purchasing ...installing ...

- Let us have full information regarding .....

- We require for immediate delivery .....

- We are (describe company) and are looking for a supplier of .....

- Please could you send us details of ....... as advertised in .....

- We are (describe company) and are interested in purchasing .....buying .....

- Please could you send us your current price list and catalogue.

- Please quote us for ......

Mentioning contact

- We were given your name by .....

- You were recommended to us by .....

- Our associates .......speak highly of your products/services

- Your name has been given to us by the British Chamber of Commerce.....

- Your firm has been recommended to us by .....

- We understand from .......... that you can supply .....

- We saw your stand at the / Fair and......../ Exhibition

- We have seen your advertisement in Sundays issue of El Mercurio, and..

- Please forward details of .......... as advertised in .....


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Asking about conditions

- Will you please let us know / your prices for ....../ whether you could supply ......

- Please send us / the quantities required...../...details of goods which can be / supplied from stock/ delivered immediately

..../..shipped immediately

- We would appreciate it if you could let us know what discounts you offer forlarge orders.

- Would you also forward details of packing and delivery as well as terms ofpayment and discounts?

- We can supply the usual trade references.

Closing sentences

- We look forward to hearing from you as we should like to make a decisionpromptly.

- We would like to reach a decision soon, so we would appreciate an earlyreply.

- If the prices quoted are competitive, we shall be able to place regular andsubstantial orders.

- Since we are running out of stock, we must ask you to reply promptly.

- Please send us your offer by return.


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Estimados seores:

Estamos interesados en obtener mayor informacin con respecto al nuevo modelode computador que ustedes han lanzado al mercado.

Por favor hganos llegar completos detalles concernientes a precios, condicionesde pago y posible fecha de entrega antes del 20 de junio.

Como nuestro stock se agot, les agradeceramos nos enviaran la respuesta a labrevedad.

Atentos saludos,

Karly LaurentPurchasing Manager

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

____________________________________________________________________________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________


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Translate this letter into Spanish

MAHONEY AND MILLMAN, INC.1951 Benson StreetBronx, New York 10465

May 2, 20.

RBM Manufacturing Company, Inc.4022 Ninth AvenueNew York, New York 10055

Dear Sirs:

We intend to purchase a new office copier before the end of the fiscal year. Wewould like to consider an RBM copier and wonder if you have a model that wouldsuit our needs.

Our office is small, and a copier would generally be used by only three assistants.We run approximately 3,000 copies a month and prefer a machine that usesregular paper. We would like a collator, but rarely need to run off more than 25copies at any one time.

We would also like to know about your warranty and repair service.

Since our fiscal year ends June 30, 20.., we hope to hear from you soon.

Sincerely yours,

William WilsonOffice Manager

WW/sw


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__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

____________________________________________________________________________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________


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EXPORT CLAUSES (INCOTERMS)

They show what part of the transport and insurance costs will be paid by thesupplier and what part by the customer. It is important to state which clause a

product has been quoted in order to know what arrangements the customer willhave to make.

These are the most important incoterms:

1. Ex-works : the price of the product includes packingonly.

2. Free alongside (FAS) : the price includes delivery to docks.3. Free on board (FOB) : the price includes delivery to docks and

loading on to the ship.4. Cost and freight (C&F) : the price includes all costs up to

destination but not insurance.5. Cost, insurance and freight (CIF) : all costs up to destination are included in

the price.

Printed Matter

1. A booklet 2. A brochure 3. A leaflet4. A catalogue 5. A pamphlet 6. A price list


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Estimados seores:

Se nos ha informado que vuestra empresa fabrica relojes de cuarzo. Comopensamos que ese producto podra tener gran demanda en nuestro pas,quisiramos recibir toda la informacin que ustedes tuvieran, ya que estamosconsiderando hacer grandes pedidos. Somos una de las ms grandes empresasimportadoras aqu.

Les agradeceramos, por lo tanto, nos enviaran sus listas de precios, catlogos ydems informacin impresa a la brevedad. Tambin quisiramos saber con qucondiciones de pago operan ustedes. En caso que nos puedan otorgar crdito,srvanse dirigirse a Swiss Watch Manufacturers.

Por favor infrmennos si tienen stock permanente y si la fecha de entrega puedeser dentro del prximo mes.

Saluda atentamente a ustedes,

Paul SmithPurchasing Manager

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

____________________________________________________________________________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________


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On your own

Choose any of the following situations an write your own enquiry.

1. The Regina Radio Co. sells portable laptops and you are interested in thembecause of the heavy demand existing here.

2. The Building Research Laboratories produce the new insulating material youneed. Prompt delivery is essential.

3. Your company is in urgent need of men and womens raincoats and you haveread about a British supplier.

Additional vocabulary and equivalent expressions

heavy demand =

steady demand =

to do business =

to deal =

to trade =

to intend =to allow discounts =

to purchase =

competitive =

suitable =

large =

various =

prompt =

promptly =

wholesale =

retail =

stock =

up-to-date =


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Estimados seores:

Hemos sabido que su firma distribuye cmaras fotogrficas. Como somosvendedores mayoristas de ese tipo de productos, quisiramos operar con ustedes.Les agradeceramos, entonces, que nos cotizaran en precios CIF y FOBValparaso, los diferentes modelos que tengan en existencia para entregainmediata). Por favor envennos sus listas de precios actualizadas y algunasmuestras.

Esperamos saber de ustedes.

Atentamente,

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________


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S U M M A R Y

Enquiry letter plan

1. Your reason for requesting

information

2. Ask questions aboutinformation you want

3. Appreciation closingparagraph

- Prepositions

to launch on - to put on - to send toto read in the press - to be informed by

to look forward to + ing

to hear from a person or firm

concerning .... - regarding .... (no preposition)

to quote for

Same or different

we are pleased - we are thankful

by return mail - by third mail

enquire - enquiry

interested - interesting

prompt - promptly

advise - advice

to be out of stock - to exhaust a stock

wholesaler - retailer


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Answer these questions

1. What do you consider to be an enquiry in commerce?

_____________________________________________________

_____________________________________________________

2. What are the main features of an enquiry?

_____________________________________________________

_____________________________________________________


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CHAPTER SIX

REPLY TO AN ENQUIRY

All enquiries should be answered even those that cannot for some reason be givena complete response. An enquiry indicates interest in your company and apotential customer. The enquiry reply should be designed not only to increase thatinterest, but to encourage the enquirer to action.

The substance of an enquiry reply is usually INFORMATION. You should includenot just the specific facts your correspondent requested, but any others that maybe of help. If you cannot provide all the relevant data right away, you shouldpromise it.

THE QUOTATION

It achieves the following objectives:

a) It provides information about prices, catalogues, terms of payment, delivery,etc.

b) It promotes a sale

c) It creates goodwill

The quotation or reply to an enquiry should be planned as follows:

1.Thank for enquiry and interest

2.Give desired information (answer questions)

3.Supply additional information, if any

4.Friendly and suitable closing paragraph


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TERMS OF PAYMENT

The usual terms of payment in foreign trade are:

1. Cash on delivery (c.o.d.)2. Cash with order (c.w.o.)3. Payment on (against) invoice4. Open account terms (credit)

These terms indicate WHEN the merchandise will be paid.

Presentation

Read, translate and analyze these quotations or replies to enquiries.

Vocabulary

dated =

to enclose =

offer =

to request =

to require =

ex-stock =

to be in condition to =

up to =

to be exhausted =

requirements =

should this be ... =

advise =nearly =


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Dear Sirs

We have received your enquiry dated March 20 and we are pleased to enclose thequotation you request in prices CIF and FOB Talcahuano.

Our terms of payment are c.w.o. or c.o.d., at your convenience.Concerning delivery, we are in condition to provide you ex-stock up to any quantityyou may need.

We hope our conditions will meet your requirements. Should this be the case, weadvise you to place your order soon since the heavy demand is nearly exhaustingour stock.

Faithfully yours

Equivalent expressions

to attach =

dated =

quotation =

to ask for =

to supply =

to advise =

since =

almost =

heavy demand =

to be in condition =

quantity =

payment conditions =

we have received =


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Second example of Quotation

Vocabulary

to find attached =

to trade on =to be willing to =

quarter =

quarterly =

credit standing =

further information =

to effect =

receipt =

to hear =

to interest =

against =

statements of account =

Gentlemen

Thank you for your letter of March 24. Please find attached our offer for 250Olympia notebooks as you requested.

We generally trade on c.o.d. but we would be willing to do business on openaccount terms against quarterly statements of account if we obtain goodreferences about your credit status.

By third mail we are sending you catalogs for your further information.

Delivery will be effected 20 days after receipt of your order.

We hope to hear that our offer has interested you.

Sincerely yours


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Equivalent expressionsThank you for your letter =

Please find attached =

to deal =

credit =credit standing =

in reply to =

Read and translate this negative answer to an enquiry.

Dear Mr Simmons

Thank you for your letter of 16 April, regarding your activity in New Sound andVision; we apologise for the delay in replying.

We are indeed the authorised distributor for MCA gas lasers. We hold a stock oflasers here in London for immediate delivery to customers. Unfortunately we donot have 50 MW lasers in stock. We regret, therefore, that we are unable to makesuch a unit available for your project.

We have passed your letter to our colleagues at MCA and they have agreed tocontact you directly, although we believe they may well have the same stocksituation as ourselves.

Yours sincerely

Peter ClarkSales Manager


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Ways to write it

Dear Sirs

We acknowledge receipt of your letter of April 15, in which you ask for information

about our products.It is a pleasure for us to enclose our price list. Our prices have been quoted CIFand FOB Valparaso.

Concerning payment terms, we can offer you c.w.o. or c.o.d.

We have enough merchandise to provide you ex-stock but we suggest that youplace your order at an early date if you are interested in having your goods on time.

By separate post we are sending you some samples and our latest catalogue.

We hope our prices and terms will be suitable for you.

Faithfully yours

Opening sentences for replies

- Thank you for your enquiry of 9 April 20.. in which you asked about.....

- In reply to your fax of today, we are pleased to inform you.

- We are on receipt of your letter dated .......

- In response of your enquiry of ....... for....... we have much pleasure insubmitting the following quotation:

- We appreciate your enquiry and are sending you samples of variouspatterns (qualities, articles).

- We thank you for your enquiry of 2 May and we can supply for immediatedelivery .................


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Positive replies

- We have pleasure in submitting the following quotation.- We can offer a large variety of ....... at attractive prices.

- We can quote advantageous terms for ........

- We can supply any quantity of our products without delay.

- All list-prices are quoted FOB and are subject to 5% discount paid by..........

Persuading sentences

- Once you have seen our product, we are confident you will find it to the bestvalue on the market.

- The discount can be allowed only on orders placed before ..........

- We can offer you goods of the very highest quality and if you find themunsatisfactory in any way, you can return them to us without any problems.

- We hope you will take full advantage of our exceptional offer.

Negative replies

- We regret we no longer supply this product and suggest you try ...........

- Owing to insufficient demand, we no longer produce the ....... you areinterested in, ...............

- The product you enquired can only be supplied through our agents. Pleasecontact.................


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Terms

- Our usual terms are / monthly (quarterly/half-yearly) settlement/ draft at .......... days sight

/ cash against documents less _____%

- For orders of ........... and more we shall be able to allow a special discountof ................. %.

- This offer is / firm for ............... days/ at special price and therefore not subject to the usual

discounts.

Closing sentences

- If there is any further information you require, please do not hesitate tocontact us. Meanwhile ...........

- We hope we have the pleasure of receiving your order for the above and.............

- We are sure our offer will interest you and look forward to receiving yourorder.

- We recommend that your order is forwarded as soon as possible sincesupplies are limited.

- We hope to hear from you soon and can assure you that your order will bedealt with promptly.


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1. Nos acabamos de enterar que ustedes desean adquirir el nuevo tipo demquina de afeitar elctrica que hemos lanzado al mercado.

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2. Si usted requiere posterior informacin, no dude en contactarse connosotros. Mientras tanto esperamos saber de usted pronto.

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3. Debido a la demanda insuficiente, ya no producimos el modelo en el queusted est interesado, sin embargo podemos proveerle de uno similar.

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4. Estamos dispuestos a otorgar un descuento del 5% en todos los pedidoshechos antes del 10 de julio.

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5. En correo aparte les enviamos nuestros folletos ms recientes para sumayor informacin. Como los precios estn cambiando continuamente, lesaconsejamos hacer pronto sus pedidos.

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6. Por favor consideren que nuestros precios estarn vigentes por 20 das. Sino recibimos un pedido dentro de ese perodo, los precios cotizadosestaran sujetos a cambios.

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7. Respecto a su consulta por 300 refrigeradores automticos, lamentamosinformarles que la gran demanda existente aqu ha agotado nuestro stock.

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8. Le sugerimos que el pedido lo haga a la brevedad ya que nuestrasexistencias son limitadas.

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Read this enquiry and reply it

Dear Sir

I have seen your advertisement in the Fashion Magazine and I am very interested

in your swimsuits. Therefore, I would like you to quote me for model silouette inCIF Valparaso.

Also inform me about delivery date, terms of payment and discounts on ordersover 30,000 units.

I hope to hear from you soon.

Yours truly

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Documents

Libro Business Writing.pdf