Business Communication Group 2

7/27/2019 Business Communication Group 2

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Abhimanyu Maheshwari 109, Darshan Mehta 110, Hiloni Modi-111

Ankita Mundhra-112, Manas Patil-113, Prannoy Pillai-114

Pranjal Saiwal-115, Lakhi Sakaria-116


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Standard Parts of a Letter

Heading

Inside Address

Salutation

Body

Complimentary Close

Signature Block

Reference Initials


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BusinessLetter in FullBlock Style

(notice that youdont indent atall in a blockstyle businessletter)


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BusinessLetter inModified

Block Style


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Supplementary Parts of a Letter

Attention Line

Subject Line

Company Name in Signature Block

Enclosure or attachment notation

Copy Notation

Postscript

Punctuation Style


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Business Letteralong withSupplementary

Parts


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Supplementary Parts of a Letter

Envelopes

Return Address

Mailing Address

Envelope Notation

Stationary

Size

Color

Quality

Continuation Pages


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TYPES


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References and Recommendations are similar except:

Reference is written as a reply to an inquiry It is addressed to person who has signed the inquiry

Recommendation is written at the request of candidate

It is addressed to a prospective employer

Style and content is same

Both depend on:

Relationship between candidate and reference

The nature of acquaintance (principal, employer, teacher etc)


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MAKING INQUIRIES

Form filled by the reference for specific information

Important aspects like candidates ability, intelligence, character etcare included

Vague statements are avoided

Letter can also be sent as inquiry

The word Confidential is written on the letter and envelope.


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GIVING INFORMATION

If an employer is a reference; reason for leaving previous job should bementioned

Reference/Recommendation Letter should include:

Candidates name, length and nature of acquaintance

Brief account of conduct at the job

Few remarks about nature

Reason for seeking other employment

Opinion on suitability for the post applied


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TYPES


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It is not a letter

Certification that the writer:

Has known the subject for a certain period

Has known the subject in a particular capacity

Has noted certain qualities of the person

Carries the title Certification or Recommendation

Subject may or may not use it

Depreciates rapidly


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TYPES


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Given by the employer to the employee

Legal documents , produced as proof of claim during a dispute

Advisable to sign the letter after being examined and foundsatisfactory

Both parties have to abide by conditions

Most companies have proforma letters for uniformity

Must begin with full name of receiver

The salutation is by name

The complimentary close is Yours sincerely

Signature must be followed by designation of person


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Must contain following details:

Name of the post

Scale of pay and rate of increment (eg: 5000 100 7000 200 10000)

Basic salary

Allowances applicable (City Living Allowance, Travel Allowance)

Date on which expected to take charge of post

Benefits available (Provident Fund, Pension)

Period of probation, if any

Period of notice required for termination by either side


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TYPES


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Given at the end of the probation period

Important because certain benefits applicable only after confirmation

Once confirmed, appointment cannot be terminated unless requirednotice is given

Usually, person is informally interviewed before being given aconfirmation letter

Congratulatory expressions may be included

Confirmation letter should contain: Brief reference to satisfactory completion of probation

Date from which appointment is confirmed

Benefits applicable after confirmation

Request for signature on copies, in acceptance


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TYPES


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Given when a person is selected for a higher post

Promotion letter should contain:

Date of promotion

Name of new post and scale of pay

Basic salary to be given to the person

Reference to extra benefits, if any

Request for acceptance

Congratulatory expressions may be included


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TYPES


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Given to an employee: Whose work is unsatisfactory

Who violates rules and regulations

Behaves in an undisciplined manner

It is given in confidence

It is never issued without previous oral warning

It should contain clear and exact details of faults committed

It should contain evidence of fault (attendance registers, leave registersetc)

It should not have vague statements

It is not a threat of dismissal from service

Confirmations/Increments/Promotions may be withheld untilimprovement is shown.


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TYPES


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Appreciating others is a major function of a supervisor/team leader.

Open communication is an important reason why employees liketheir organization

Rewards are among the primary ways of encouraging and motivatingemployees

Companies realize that employees are assets and growth comes fromasset appreciation

Letter of Appreciation should be brief, direct and concise

Jargon, old-fashioned stereotypes and cliches should be avoided

Enthusiasm and genuine pleasure in the success of someone should bereflected

It can be written on various occasions


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TYPES


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Written when employee meets with misfortune of any kind

Though difficult to write; should be written immediately on hearing ofsituation

It should be sincere and tact

It should be written in simple language to express genuine feelings

Avoid words which may hurt the sentiments of the reader

Letter of condolence should be short and simple

May include a suitable tribute or words of praise

It is written to give comfort and encouragement to the reader


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Structure of the Sales Letter

It follows the four stages of the selling process

1. Attract Attention

2. Create interest and desire

3. Win confidence

4. Motivate action

This process of making indifferent customer into potentialbuyers can be described as the five Ps of persuasion

Please Picture Proof Promise Push


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Attracting Attention

It is not only the appearance and the idea thatattract and influence the reader. The style ofthe sentence is equally important

Four main types of sentences are:

Statement

Question

Command

Exclamation


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Statements Proverbs and Quotation

It is the busiest man who has the time to spare

Striking informationThe noise level in metro cities has already reached 95

decibels while the tolerance limit is 45 decibels

Stories and anecdotes Split opening

You cant buy everything in the world--------- but you CAN buy the best of some things

Conditional SentenceIf you have intelligent children, thry will ask questions

which adults never dream of.


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Questions Beginning with Wh- word

Beginning with verbs like can, would, are

Question tags which ask for the confirmation ofthe statement

Command Words like Stop, Arrest, Look out sound like a

warning.

Exclamation The festival season is here again!


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Creating Interest And Desire

Interest can be created by giving a vivid anddramatic description of the pleasure or comfortof possessing a product or having a service

rendered. The letter must show how the product can

satisfy the aroused need.

The brand name of the product is used as often

as possible and is printed in capitals in color or ina distinctive style.

Negative appeal is generally avoided.


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Creating conviction and winning confidence

The initial interest and desire for a product gives place to doubts anduncertainty of different kinds and on different accounts

To overcome this, evidence (facts and opinions) should be used.

Facts: They should be reliable and verifiable

Figures of sales Medals, prizes won Samples, guarantees, demonstrations and trial offers

Opinions: They are personal. They can be useful only if the source isreliable.

Example: Fruitco sauce won a gold medal at the international Food forHealth Exhibition held in New Delhi last year. And of course, all ourproducts bear the ISI mark.


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Inducing Action

The sentence must be extra ordinarily clear and precise.

Some commonly used inducements are:Gift/price-concession coupon valid up to a given date

Reduced price if the purchase is made by a given date

Just sign and mail the enclosed pre-paid card today and get a free,ten day trial of our product (Command)Wont you use the enclosed form so that we may add your name

to our list of Helpers of Neglected Children? (Friendly)

Hurry to join the dancers ! The special rates close on the 18th(Exclamatory)

Avoid Words like if, may, hope, trust. Offering a choice Saying anything about the product after urging the action


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Sample


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Orders

Routine letters

Effectiveness depends on the accuracy of thedetails

All important content are tabulated

Details of an order:

Product, its specifications and quantity

PackingDelivery

Settlement of account


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Important pointers for an order and replies

Order

Reference to previous communications (firstorder)/ request to send goods

Details of the required goods

Goodwill message

Reply

Acknowledgementis essentialCreates and maintains goodwill withcustomers


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Drafting Orders

First order

First hand prices and terms are settled

Opens with a reference to the received quotation

Ends with the expectation that the trial order will besatisfactory and lead to regular business

Reply to the first Order

Expression of thanks is essential Statement of terms

Assurance of goods, service and expectations


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First Order based on a sample

When the seller has agreed to a bargain, openthe order letter with a reference to it

we thank you for agreeing to give us special packing at no

extra charge

If you are convinced that the seller cannotgive better terms, but still wish to place the

order we understand that it is not possible for you to give usexport packing without charging extra, but we are willing totake a lot of your Milk powder tins


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If you decide to try an offered substitute, youmay order a small lot

We are willing to try the A1 disinfectant cleaning fluid

which you have offered instead of A3 disinfectant wehad asked for

A buyer may place an order on his own

initiative on seeing an advertisement There is a good demand for cotswool shirts in thistown and we would like to have a trial consignmentaccording to the following details


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Repeat Order and Reply

Order

Opens with a reference to first order andcontinuation of business

Reply

Appreciation for success of the trial order

Statement of terms

Increased expectations for the continuation of thebusiness

Appreciation for regular/regained customer orders


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Repeat Order

Appreciation for regular customer orders

Make personnel contact with all customers

Show continuous appreciation of the regular

business

Largely a goodwill letter addressed with name

Appreciating orders from regained buyers

Expression of gratitude for the long-missed order Statement of routine acknowledgement

Assurance of highly satisfactory service


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Changes in order

Customer request to change Reference to order Statement and explanation for change Offer to co-operate/ adjust Apology for inconvenience caused

Sellers reply to customer request for change Agreement to make the changes as requested Statement of terms for purpose of acknowledgement

Sellers request for change Explanation for change Terms of acceptance


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Routine Order and Reply

Order Opens with a courteous please

Prices and terms are fixed as custom

Any special requirements are stated at thebeginning or at the end

Reply References to previous orders

Meeting of demands in any changes in orders

Agreement on central ground for any changesmade


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After-Sales Letters

An essential business courtesy and practice

Reinforces contact, goodwill and furtherbusiness opportunities

Checks the satisfaction and after-salesservices

Increases chances of Word-of Mouth

publicity


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Enquiries

Indicates the purpose for which theinformation is needed

A series of direct questions may follow theopening paragraph

End letter with a friendly comment


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Enquiry letter

Dear Sir,

During a recent Trade Fair held here, I saw somesamples of your new granite tiles for flooring. Iwould like to make use of them for the interiors I am

designing for a new housing complex. Please giveme the following information: In what sizes, colours and designs can you supply the tiles?

Are the tiles likely to be affected by rising moisture?

Is any special processing of the under-flooring required?

I shall be most grateful if you could send me answersto these questions by Friday, the 17th.

Yoursfaithfully,


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Reply to enquiry

Dear Sir,

Thank you for your enquiry of 22 October about our newPVC tiles for flooring. We have enclosed a copy of ourcatalogue showing the designs and range of colours inwhich the tiles are available.

Messrs Dhruv& Co, 23 M.G. Raut Road, Dhulia, is a reliablefirm and handles all our products in your area. We haveasked Mr Dhruv to get in touch with you; he will inspect thepremises and advice you whether moisture would give riseto any problem.

Our new PVC tiles are hard-wearing and, if they are laidaccording to the instructions provided by us, will give youlasting satisfaction.

Yours faithfully,


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Asking for quotation and its reply

Quotation

Polite request for quotation

Details of requirements with quality and quantity

of goods

Place and time of delivery of goods

Reply

Thanks for the enquiry Statement of prices and terms

Attempt to win the customer


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Asking for quotations

Dear Sir,

We intend to purchase large stocks of notebooks forour newly opened Department of Stationery in ourDepartment Store at Dadar, and invite you to submit

your most competitive quotation.If your prices and terms are favourable, and yourgoods and services are of a high standard, we shallconsider giving a five year contract for the supply ofnotebooks.

Please send your quotation, carriage paid, within aweek.

Yoursfaithfully,


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Reply to request for quotation

Dear Sir,

Thank you for your letter of the 13th, asking for a quotation forthe supply of 3000 units of IFB microwave ovens.

Our price-list is enclosed; we give a discount of 7% on all ordersof 1000 units and above, and deliver goods carriage paid withinthe city of Mumbai.Please note that this offer is firm only till 30 September. Thedemand for microwave ovens has increased considerably, andthe production cannot keep pace with added demand just beforeDiwali festival. As your order is large, we shall hold the goods atyour disposal for 5 days.

We urge you to take advantage of his offer and send us yourorder by 30 September.

Yourstruly,


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Bargaining letters

Points

Expression of thanks for the quotation

Specific request for more favorable terms and attempt

to show that the supplier will benefit Suggestion that large orders will be placed if the

request ids granted

Sellers reply

Try to win customer

Agreeing to reduce price should not the impressionthat previous quoted price were not fair.


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Bargaining letter

Dear Sir,

Thank you for your quotation for washing machines. We approveof your model nos. X and Z and would like to place an orderimmediately for at least 10 machines, five of each model.

However, we feel that your carriage forward terms are high. Weusually get our supplies on carriage paid terms, and request youto reconsider this. We are planning to open launderettes inseveral places, and will be placing further orders if we find yourproducts and terms satisfactory. You will be compensated by thelarge orders we shall be placing.

As we are about to equip our newly opened launderettes, wewould like to have your reply within a week.

Yours faithfully,


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Sellers reply

Dear Sir,

We are glad to learn from your letter of 19February that you haveundertaken a project to establish launderettes in several places inthe city, and we are happy to be able to cooperate with you in theproject.

Since this is long term project and there will be continuousbusiness for quite some time, we are prepared to supply ourwashing machines on carriage paid terms as you have requested.

Our machines are guaranteed for 5 years and are backed up byour excellent after sales service. We undertake to ensure yourcomplete satisfaction with our products.

Our representative will visit you within four days to inspect thelocation and check the facilities for installation of the machines.

Yours faithfully,


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Asking for favours

Buyers side

Ask for a concession

Show that seller has an advantage

Sellers reply

Granting a request

Refusing a request

Keeping in mind future business with the customerare not damaged


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Asking for favours

Dear Sir,

There is a good opportunity to sell a large quantity of your assortedchocolate boxes through our 96 branches in the states of Maharashtraand Karnataka during the festival seasons.

We propose to offer the boxes as Diwali/New Year gift items and request

you to give us gift packing at no additional charge. We will be ordering6000 boxes to be delivered by 10 October.

It will give excellent publicity to your products in a wide market, andbring you good returns in increased sales.

Please let us know by the end of this week if you accept this approval, aswe would like to include the item in our publicity material which we will

be printing next week.We are looking forward to adding your products to our list of specialfestival gifts.

Yoursfaithfully,


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Granting a request

Gentlemen;

We are glad to say that we shall be able to give you thespecial gift packing you requested for our boxes ofassorted chocolates at no extra charge.

Since your proposed order exceeds 5000 boxes weshall be able to get a substantial concession in theprice of packing material which makes it possible forus to bear the cost.

Please place your order by 15 September so that wecan order the special gift boxes before the festivalseason rush begins.

Yoursfaithfully,


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Refusing a request

Dear Sir,

We have considered your request for a further discount of 5% ongoods purchased during your Sales Week, but regret that we areunable to give any further discount.

Our paints are severely tested for high quality, and experiencehas shown that our paints do not peel off or flake even from wallswhich are in poor condition. The paints are packed in galvanizedtins for longer durability, and the cost of these tins is quite high.The 7% discount which we have offered is the maximum we cangive on purchases. We allow an additional 2% cash discount if thebill is paid in cash within 7 days.

We are sure that you will understand that it is not possible for usto give further discounts, and will place your order on theoriginally offered terms.

Yours faithfully,


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Getting back lost customers

Address the letter to a specific person byname, and include:

Statement that the customers communication

has been missed

Tactful enquiry about why he/she has been silent

Information about new product/service or specialoffer

Request for order, assurances that satisfaction willbe ensured


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Getting back lost customer

Dear Mr Mehta,

There has been no communication from you for a longtime; I am anxious to know the reason. Did I unwittinglygiven you cause for dissatisfaction? If so, please tell me, andI shall gladly make adjustments.

I am able to offer the most competitive prices and termsnow, owing to re-organization of the business. The newprice-list is enclosed. Delivery is free for long standingcustomers like you.

I am enclosing a new easy-to-kill order form. Yourrequirements will reach you on the same day as I receiveyour order. Your convenience and comfort is my business.

Yours sincerely,


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Purpose: To get correction and adjustment

5 Cs of good letter writing:

Clear

Complete

Concise

Courteous

Correct


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Occasions for writing complaints

Reaction to the problem and yourexpectation of the sellers response willdepend on whether you are:

A commercial buyer

Or a consumer

Possible grievances a buyer may have


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Possible grievances a buyer may have

Goods arrive in damagedcondition

Goods are not what you had

ordered

Quantity of goods is differentfrom what you had ordered

Goods are delivered at thewrong place


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Delivery of goods or completion

of work delayed Work undertaken is done

unsatisfactorily

Product does not function

properly Discourtesy from staff or shop or

office

Mistakes in a bill, or remindersfor payment after you have paidthe bill

Points to be covered (Complaint letter)


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Points to be covered (Complaint letter)

1. Reference to the order, its date, number

2. Clear description of mistake or deficiency

3.Clear statement of the inconvenience or losscaused

4. Request for adjustment and/or investigation

Points to be covered (Claims letter)


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Points to be covered (Claims letter)

1. Inform the receiver of details related to thegoods to be claimed.

2. Make clear what your claim is.

3. Request the action: a replacement, repair,refund or compensation

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Sample

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Sample


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Wh Adj l


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What are Adjustment letters

A written response by a representative of abusiness or agency to a customer'sclaim letter.

An adjustment letter explains how a problem with a

product or service may (or may not) be resolved.

It can be used as strategy for sales and collection.

P & M


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Purpose & Must

Customer Satisfaction

Rebuilt Customers confidence in yourcompany & regain lost goodwill

Letter must have:

Regret for inconvenience caused

Explanation for what went wrong

What can be done speedily

W i i d l


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Writing good letter

Positive attitude for writing

Objective attitude to error

Locate the error

Control the error

Forgive the error

Be Helpful and sympathetic

Understand the inconvenience casued tocustomers

DO d D t


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DOs and Donts

Use unpleasant phrases- you claim

Be surprised on learning dissatisfaction

Accept the blame and take responsibility

Dont repeat ugly details mentioned bycustomer

Give details of confusion

Try explaining refusal by saying companypolicy

T fAdj t t l tt


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Types of Adjustment letters

Granting adjustment

Refusing adjustment

Offering a compromise( partial adjustment)

Apologizing for errors that cant be corrected

Offering to make adjustment assumingdissatisfaction

Stop gap letter Answering complains for reader grievances

column

L tt G ti Adj t t


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Letters Granting Adjustment

L tt f i Adj t t


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Letters refusing Adjustment

P ti lAdj t t


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Partial Adjustment

L tt f l f i bl l


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Letters of apology for irreparable loss

Letters Offering to make adjustment


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Letters Offering to make adjustmentassuming dissatisfaction

Letters informing customers that claim is


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Letters informing customers that claim isbeing examined

Business Reports


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Business Reports

What is a business report?


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What is a business report?

Record of events

Interpretation of facts

Evaluation of facts or results

Outcomes of discussions held

Recommendations

What it must be


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What it must be

Accurate

Concise

Clear

Well structured

Preparation for a report


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Preparation for a report

Purpose

Objective : Inform,argue, evaluate,

persuade Know what the reader

wants to see

Hence, it requires planningand research

S TitleIntroduction


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S

T

R

U

CT

UR

E

Acknowledgement

Contents

Terms of reference

Procedure

Materials and Methods

Summary

Body

Results

Conclusion

Recommendations

Appendices

References

Bibliography

Glossary

Types of Reports


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Types of Reports

Formal Informal

Structure: Well defined

structure

Ambiguous

structure

More pictorialrepresentations

Mostly writtenparagraphs

Content used: Requires

extensive

research

Does not require

much research

Audience: presented to

people who are

within the circle

of the business or

a project team

mainly designed

for outside

parties

Representation of Business Report


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Representation of Business Report

Business Memoranda


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Business Memoranda

A business memo is a pieceof interoffice correspondence

sent between employees in a

company to transmit ideas

decisions, requests or

announcements.

Nowadays, email has ousted

them in most of theorganizations

Memo header


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Memo - header


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