How a Business letter should be written

how are business letters organized and how should a business letter be organized and how to make business letters effective
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Dr.AshleyBurciaga,France,Researcher
Published Date:04-07-2017
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This is an excerpt from Lawpack’s book Business Letters & Emails Made Easy. To get more ready-drafted business letter and e-mail templates for every business situation, click here. Business Letters & Emails Made Easy Edited by David Crosby 1st edition 2005 2nd edition 2010; reprinted 2012 © 2012 Lawpack Publishing Limited Lawpack Publishing Limited 76–89 Alscot Road London SE1 3AW www.lawpack.co.uk All rights reserved Printed in Great Britain ISBN: 978-1-907765-89-6 Exclusion of Liability and Disclaimer While every effort has been made to ensure that this Lawpack publication provides accurate and expert guidance, it is impossible to predict all the circumstances in which it may be used. Accordingly, neither the publisher, author, retailer, nor any other suppliers shall be liable to any person or entity with respect to any loss or damage caused or alleged to be caused by the information contained in or omitted from this Lawpack publication. For convenience (and for no other reason) ‘him’, ‘he’ and ‘his’ have been used throughout and should be read to include ‘her’, ‘she’ and ‘her’.Table of contents Acknowledgements xii Introduction xiii Index of letters by type xv 1 Managing suppliers 1 Quotations Friendly request for a quotation 4 Formal request for a quotation 5 Quotations – querying Querying a price 6 Refusing a price change 7 Orders Placing an order and requesting delivery 8 Placing an order and clarifying terms 9 Amending delivery instructions 10 Amending the order quantity 11 Ticking off a supplier for not sticking to the order 12 Disputing a supplier’s terms and conditions 13 Invoices and statements Requesting a credit note – incorrect items received 14 Querying invoices 15 Disputing a carriage charge 16 Requesting a refund of delivery charges 17 Requests, enquiries and instructions Requesting further information about a product 18 Requesting consultancy information 19 Advising existing suppliers of a change in terms and conditions 20 Advising a supplier of delivery instructions 21iv Business Letters & Emails Made Easy Negotiating arrangements Explaining why a new system is required 22 Informing a supplier of changed terms and conditions 23 Negotiating a rate with a supplier 24 Turning down a supplier 25 Firing a strong warning shot at a supplier 26 Errors Returning an incorrect consignment 27 Returning a non-conforming consignment 28 Making complaints – friendly and firm approaches Gentle complaint to a good supplier – keeping him on his toes 29 Friendly complaint about repeated missing items 30 Complaining about repeatedly missing items 31 Complaining that the quality of service is deteriorating 32 Demanding that defective work be made good 33 Non-delivery of goods – initial letter 34 Non-delivery of goods – second letter 35 Making complaints – using a stronger tone Getting a too-persistent sales representative off your back 36 Letter of complaint about the quality of a product 37 Complaining about a service that fell well below acceptable standards 38 Complaining that a verbal assurance has been broken 39 Firm letter to a supplier over a dispute 40 Stern reply to a negative response regarding a refund 41 2 Managing customers 43 Giving quotations Providing a quote, ex-works 45 Quoting and advising a potential customer 46 Correcting a pricing error, informally 47 Correcting a pricing error 48 Responding to enquiries and orders Welcoming a new customer, informally 49 Welcoming a new customer 50Contents v Responding to an international enquiry and outlining terms 51 Requesting an international client to issue a letter of credit 52 Playing one client off against another 53 Querying an order with a customer 54 Confirming packing list details with an international customer 55 Acknowledging an order – goods temporarily out of stock 56 Telling a customer it’s too late to amend an order 57 Making apologies Apologising to a person receiving unwanted mail 58 Notifying a customer that corrective action has been taken 59 Replying to a complaint about poor service 60 Apologising to a customer for a delay in supplying a product 61 Apologising for a missed appointment 62 Making a gentle apology to an established customer 63 Explaining an apparent quality defect 64 Apologies with a hint of grovelling Apologising for breaking a verbal assurance 65 Apologising to a customer for items that have not arrived 66 Handling awkward customers Handling a customer who is trying it on 67 Handling a very rude customer 68 Denying liability following a complaint 69 Denying a potential breach of contract 70 Refusing customers Advising a customer that new orders cannot be supplied 71 Refusing to accept that a carriage charge be deducted 72 Negotiating an amendment to an order 73 Refusing a customer a refund – outside the time period 74 Thanking customers Responding to a letter of appreciation 75 Thank-you letter for hospitality 76 Thanking a satisfied customer 77 Thanking a good client, slightly cheekily 78 Thanking a business associate for a referral 79vi Business Letters & Emails Made Easy Keeping customers informed Appointment of a new General Manager 80 Personal announcement to a customer about your new position 81 Reawakening a business relationship 82 Surveying customer attitudes 83 Using a customer-service exercise to revive a lapsed customer 84 3 Sales and marketing management 85 Sales letters that sell Inviting the customer to visualise 87 Using the lure of large potential gains 88 Using a force-free trial to increase response 89 Using curiosity to arouse interest 90 Seeking new business with a personalised letter 91 Outlining services on offer 92 Using a testimonial to gain interest 93 Selling on enthusiasm, immediacy and personal attention 94 Telling a story to grab attention 95 Encouraging a customer to renew a subscription 96 Following up a meeting to solicit new business 97 Requesting an agency Declining a distributor’s offer 98 Asking for an agency 99 Accepting an agency – outlining the terms 100 Declining an agency but offering distribution 102 Managing an agent’s performance and conduct Thanking an agent for obtaining some business 103 Motivating an agent with an extra discount for higher sales 104 Complaining to an agent who is acting beyond his powers 105 Reprimanding an agent who is working for a competitor 106 Explaining why agency powers have been exceeded 107 Dismissing an agent for working for a competitor 108 Handling queries about an agent’s commission Recommending that prices be reduced 109 Responding to a request for lower prices 110Contents vii Asking for more commission 111 Negotiating a request for more commission 112 Notifying agents of changes Notifying an agent of revised prices 113 Notifying a distributor about a need for a surcharge 114 Managing public relations Friendly letter to the media about the loss of a key person 115 Dealing with advertising agencies Confirming an advertisement to an agency 116 Note to an agency about the incorrect position of an advertisement 117 Refusing one offer to advertise and accepting another 118 Making a very low offer to advertise 119 4 Debt collection and credit control 121 Demands for payment Gently reminding a customer about payment not received 123 Requesting confirmation of when items will be paid for 124 Reminding a customer about credit terms and requesting payment 125 Chasing up a commission payment 126 Stronger demands for payment Notifying that an account is overdue and requesting payment 127 Requesting payment within seven days 128 Requesting more timely payment 129 Appealing to a customer’s sense of fair play to obtain payment 130 Final demands for payment Notifying that an account is seriously overdue 131 Requesting payment from a company which seems to be going under 132 Asking for payment in full – keeping up the pressure 133 Announcing court proceedings in seven days 134 Granting credit Opening an account for a customer 135viii Business Letters & Emails Made Easy Notifying a new trading account 136 Notifying a buyer about a discount for prompt payment 137 Announcing a credit surcharge on all accounts 138 Refusing credit Sending a proforma invoice 139 Sending a proforma invoice, due to a poor record of payment 140 Complaining about credit terms not being adhered to 141 Writing off a debt and refusing to supply a company 142 Handling queries and disputes Enclosing a copy of an invoice requested 143 Rejecting an invitation to ‘contra’ invoices 144 Informing a customer that a statement has already been paid 145 Responding to requests for payment Advising that immediate payment is on its way 146 Advising an international customer that payment is on its way 147 Involving the lawyers Asking for a quotation from solicitors 148 5 Employing people 149 Interviews and offers Asking a candidate to attend an interview 151 Confirming an interview appointment 152 Acknowledging a job application 153 Rejecting a speculative job application 154 Rejecting a candidate after an interview 155 Rejecting a candidate who came very close to being appointed 156 Making an offer of employment 157 References Asking for a reference 158 Replying to a request for a reference 159 Giving a qualified reference 160Contents ix Resignations Resigning from a job 161 Warnings and dismissal First written warning to an employee (for breaching the safety code) 162 Final written warning to an employee (for breaching the safety code) 163 Dismissing an employee (for breaching the safety code) 164 Summary dismissal 165 General announcements and notices Announcing a bonus 166 Advising employees of an intention to relocate 167 Notifying staff about the resignation of an employee 168 Notices to individual employees Notifying an employee of her entitlement to sick pay 169 Refusing to allow a leave of absence with pay 170 Notifying an employee about a company loan 171 Confirming to an employee the termination of her employment 172 Maternity and other leave Notifying an employee of her entitlement to maternity pay 173 Confirming that an employee is not entitled to receive maternity pay 174 Wishing an employee a speedy recovery 175 Motivating staff Motivating an employee whose performance has deteriorated 176 Using a promotion to motivate an employee 177 Motivating a team to achieve a goal 178 Offering congratulations Announcing a performance award 179 Appreciating an employee’s special effort 180 Congratulating the winner of a business award 181 Health and safety Reminding staff about the health and safety policy 182 Reporting a death to the Health and Safety Executive 183x Business Letters & Emails Made Easy Holiday policy Announcing extra holiday entitlement 184 Announcing the carrying over of outstanding holiday entitlement 185 Offering sincere condolences Offering condolences to a bereaved wife 186 Offering condolences to the parents on the sudden loss of a son 187 6 Banking, insurance and property 189 Managing an account Opening a current account 191 Cancelling a cheque 192 Notifying a bank about a change of signature for cheques 193 Closing an account 194 Loans and overdrafts Declining an offer to open an account 195 Following up an application for a business loan 196 Informing a bank of your positive current position 197 Informing a bank of your deteriorating position 198 Insurance Requesting insurance 199 Asking an insurance broker for a revised quotation 200 Property Asking for a quote to survey a property 201 Instructing a surveyor to inspect a property 202 Making an offer on a property to an estate agent 203 Confirming an offer to an estate agent 204 Finance documentation Asking the bank to pay on the presentation of a letter of credit 205 7 Business and the community 207 Requests and invitations Accepting a request for a donation 209 Invitation to present an award at a ceremony 210Contents xi Offering support for a community venture 211 Accepting an invitation to speak at a meeting 212 Declining requests and invitations Declining a request for a donation – pre-existing commitment 213 Declining a request for a donation – criterion not met 214 Declining a request to speak at a meeting 215 Declining a request to serve on a local committee 216 Objections – making and handling Responding to local residents about a potential disruption 217 Objecting to a planning application 218 Appendix 1 219 Appendix 2 233 Appendix 3 243 Index 253Index of templates by type This index is designed to be used with the Contents and the main Index at the end of the book. The Contents gives a good overview of the templates concerned with suppliers, customers, employees and so on. But if you have to write a complaining letter or email (and want to compare these kinds of templates), it is difficult to find them easily by examining the Contents. However, if you look up Complaining in this index, you will find a list of the templates featured that are concerned with this topic and their page number. Accepting 100 Accepting an agency – outlining the terms 209 Accepting a request for a donation 212 Accepting an invitation to speak at a meeting Acknowledging 56 Acknowledging an order – goods temporarily out of stock 153 Acknowledging a job application Advising 20 Advising existing suppliers of a change in terms and conditions 21 Advising a supplier of delivery instructions 46 Quoting and advising a potential customer 71 Advising a customer that new orders cannot be supplied 146 Advising that immediate payment is on its way 147 Advising an international customer that payment is on its way 167 Advising employees of an intention to relocate Amending (see also Correcting) 10 Amending delivery instructionsxvi Business Letters & Emails Made Easy 11 Amending the order quantity 57 Telling a customer it’s too late to amend an order 73 Negotiating an amendment to an order Announcing 80 Appointment of a new General Manager 81 Personal announcement to a customer about your new position 134 Announcing court proceedings in seven days 138 Announcing a credit surcharge on all accounts 166 Announcing a bonus 179 Announcing a performance award 184 Announcing extra holiday entitlement 185 Announcing the carrying over of outstanding holiday entitlement Apologising 58 Apologising to a person receiving unwanted mail 61 Apologising to a customer for a delay in supplying a product 62 Apologising for a missed appointment 63 Making a gentle apology to an established customer 65 Apologising for breaking a verbal assurance 66 Apologising to a customer for items that have not arrived Appealing 130 Appealing to a customer’s sense of fair play to obtain payment Appreciating (see also Congratulating; Thanking) 75 Responding to a letter of appreciation 180 Appreciating an employee’s special effort Asking (see also Requesting) 33 Demanding that defective work be made good 99 Asking for an agency 111 Asking for more commission 133 Asking for payment in full – keeping up the pressure 148 Asking for a quotation from solicitors 151 Asking a candidate to attend an interview 158 Asking for a reference 200 Asking an insurance broker for a revised quotation 201 Asking for a quote to survey a propertyIndex of letters by type xvii 205 Asking the bank to pay on the presentation of a letter of credit Cancelling (see also Terminating) 192 Cancelling a cheque 194 Closing an account Chasing (see also Reminding) 34 Non-delivery of goods – initial letter 35 Non-delivery of goods – second letter 126 Chasing up a commission payment Clarifying (see also Explaining) 9 Placing an order and clarifying terms Complaining (see also Objecting) 29 Gentle complaint to a good supplier – keeping him on his toes 30 Friendly complaint about repeated missing items 31 Complaining about repeatedly missing items 32 Complaining that the quality of service is deteriorating 37 Letter of complaint about the quality of a product 38 Complaining about a service that fell well below acceptable standards 39 Complaining that a verbal assurance has been broken 60 Replying to a complaint about poor service 69 Denying liability following a complaint 105 Complaining to an agent who is acting beyond his powers 141 Complaining about credit terms not being adhered to Confirming 55 Confirming packing list details with an international customer 116 Confirming an advertisement to an agency 124 Requesting confirmation of when items will be paid for 152 Confirming an interview appointment 172 Confirming to an employee the termination of her employment 174 Confirming that an employee is not entitled to receive maternity pay 204 Confirming an offer to an estate agent Congratulating (see also Appreciating; Thanking) 181 Congratulating the winner of a business award xviii Business Letters & Emails Made Easy Consoling 175 Wishing an employee a speedy recovery 186 Offering condolences to a bereaved wife 187 Offering condolences to the parents on the sudden loss of a son Correcting (see also Amending) 27 Returning an incorrect consignment 47 Correcting a pricing error, informally 48 Correcting a pricing error 59 Notifying a customer that corrective action has been taken Declining (see also Denying; Refusing) 98 Declining a distributor’s offer 102 Declining an agency but offering distribution 195 Declining an offer to open an account 213 Declining a request for a donation – pre-existing commitment 214 Declining a request for a donation – criterion not met 215 Declining a request to speak at a meeting 216 Declining a request to serve on a local committee Denying (see also Declining; Refusing) 69 Denying liability following a complaint 70 Denying a potential breach of contract Dismissing 108 Dismissing an agent for working for a competitor 164 Dismissing an employee (for breaching the safety code) 165 Summary dismissal Disputing 13 Disputing a supplier’s terms and conditions 16 Disputing a carriage charge 40 Firm letter to a supplier over a dispute Enclosing 143 Enclosing a copy of an invoice requested Encouraging (see also Motivating) 96 Encouraging a customer to renew a subscriptionIndex of letters by type xix Explaining (see also Clarifying) 22 Explaining why a new system is required 64 Explaining an apparent quality defect 107 Explaining why agency powers have been exceeded Following up 97 Following up a meeting to solicit new business 196 Following up an application for a business loan Giving 160 Giving a qualified reference Handling 67 Handling a customer who is trying it on 68 Handling a very rude customer Informing and telling (see also Notifying; Reporting) 23 Informing a supplier of changed terms and conditions 57 Telling a customer it’s too late to amend an order 95 Telling a story to grab attention 145 Informing a customer that a statement has already been paid 197 Informing a bank of your positive current position 198 Informing a bank of your deteriorating position Instructing 202 Instructing a surveyor to inspect a property Inviting 87 Inviting the customer to visualise 144 Rejecting an invitation to ‘contra’ invoices 210 Invitation to present an award at a ceremony 212 Accepting an invitation to speak at a meeting Motivating (see also Encouraging) 104 Motivating an agent with an extra discount for higher sales 176 Motivating an employee whose performance has deteriorated 177 Using a promotion to motivate an employee 178 Motivating a team to achieve a goal xx Business Letters & Emails Made Easy Negotiating 24 Negotiating a rate with a supplier 53 Playing one client off against another 73 Negotiating an amendment to an order 112 Negotiating a request for more commission Notifying (see also Informing and telling; Reporting) 59 Notifying a customer that corrective action has been taken 113 Notifying an agent of revised prices 114 Notifying a distributor about a need for a surcharge 115 Friendly letter to the media about the loss of a key person 117 Note to an agency about the incorrect position of an advertisement 127 Notifying that an account is overdue and requesting payment 131 Notifying that an account is seriously overdue 136 Notifying a new trading account 137 Notifying a buyer about a discount for prompt payment 161 Resigning from a job 168 Notifying staff about the resignation of an employee 169 Notifying an employee of her entitlement to sick pay 171 Notifying an employee about a company loan 173 Notifying an employee of her entitlement to maternity pay 193 Notifying a bank about a change of signature for cheques Objecting (see also Complaining) 218 Objecting to a planning application Offering 98 Declining a distributor’s offer 119 Making a very low offer to advertise 157 Making an offer of employment 186 Offering condolences to a bereaved wife 187 Offering condolences to the parents on the sudden loss of a son 195 Declining an offer to open an account 203 Making an offer on a property to an estate agent 204 Confirming an offer to an estate agent 211 Offering support for a community venture Opening 135 Opening an account for a customerIndex of letters by type xxi 191 Opening a current account Outlining 51 Responding to an international enquiry and outlining terms 92 Outlining services on offer Placing 8 Placing an order and requesting delivery 9 Placing an order and clarifying terms Querying 6 Querying a price 15 Querying invoices 54 Querying an order with a customer Quoting 4 Friendly request for a quotation 5 Formal request for a quotation 45 Providing a quote, ex-works 46 Quoting and advising a potential customer 148 Asking for a quotation from solicitors 200 Asking an insurance broker for a revised quotation 201 Asking for a quote to survey a property Recommending 109 Recommending that prices be reduced Refusing (see also Declining; Denying) 7 Refusing a price change 72 Refusing to accept that a carriage charge be deducted 74 Refusing a customer a refund – outside the time period 118 Refusing one offer to advertise and accepting another 142 Writing off a debt and refusing to supply a company 170 Refusing to allow a leave of absence with pay Rejecting 25 Turning down a supplier 144 Rejecting an invitation to ‘contra’ invoices 154 Rejecting a speculative job application 155 Rejecting a candidate after an interviewxxii Business Letters & Emails Made Easy 156 Rejecting a candidate who came very close to being appointed Reminding (see also Chasing) 123 Gently reminding a customer about payment not received 125 Reminding a customer about credit terms and requesting payment 182 Reminding staff about the health and safety policy Replying (see also Responding) 41 Stern reply to a negative response regarding a refund 60 Replying to a complaint about poor service 159 Replying to a request for a reference Reporting (see also Informing and telling; Notifying) 183 Reporting a death to the Health and Safety Executive Reprimanding 12 Ticking off a supplier for not sticking to the order 26 Firing a strong warning shot at a supplier 36 Getting a too-persistent sales representative off your back 106 Reprimanding an agent who is working for a competitor Requesting (see also Asking) 4 Friendly request for a quotation 5 Formal request for a quotation 8 Placing an order and requesting delivery 14 Requesting a credit note – incorrect items received 17 Requesting a refund of delivery charges 18 Requesting further information about a product 19 Requesting consultancy information 52 Requesting an international client to issue a letter of credit 110 Responding to a request for lower prices 112 Negotiating a request for more commission 124 Requesting confirmation of when items will be paid for 125 Reminding a customer about credit terms and requesting payment 128 Requesting payment within seven days 129 Requesting more timely payment 132 Requesting payment from a company which seems to be going under 143 Enclosing a copy of an invoice requestedIndex of letters by type xxiii 159 Replying to a request for a reference 199 Requesting insurance 209 Accepting a request for a donation 213 Declining a request for a donation – pre-existing commitment 214 Declining a request for a donation – criterion not met 215 Declining a request to speak at a meeting 216 Declining a request to serve on a local committee Responding (see also Replying) 41 Stern reply to a negative response regarding a refund 51 Responding to an international enquiry and outlining terms 75 Responding to a letter of appreciation 89 Using a force-free trial to increase response 110 Responding to a request for lower prices 217 Responding to local residents about a potential disruption Returning 27 Returning an incorrect consignment 28 Returning a non-conforming consignment Reviving 82 Reawakening a business relationship 84 Using a customer-service exercise to revive a lapsed customer 96 Encouraging a customer to renew a subscription Seeking 91 Seeking new business with a personalised letter Selling 94 Selling on enthusiasm, immediacy and personal attention Sending 139 Sending a proforma invoice 140 Sending a proforma invoice, due to a poor record of payment Surveying 83 Surveying customer attitudes Terminating (see also Cancelling) 172 Confirming to an employee the termination of her employment