- •1. An introduction to business writting
- •What are the purposes for writing business letters?
- •What strategies can be used to achieve your purpose?
- •Why is it important to analyze the audience you are writing to?
- •What categories of audience do you know? Can you characterize them?
- •2. Business letter layout
- •2.5 What does the letterhead consist of? What types of companies can you come across in the letterhead? How you should write dates?
- •2.6 What courtesy titles do you know? What other titles can you use to address a person you are writing to?
- •2.7 What are the ways of addressing a letter? (when you know only a department, the company etc.)
- •2.8 What do we need references for? Is attention line optional or compulsory?
- •2.9 What is salutation followed by? When can we use the phrase “To Whom It May Concern”?
- •2.10 What is the role of the subject line in a business letter?
- •2.11 What are the paragraphs of a business letter? What does each of them serve for?
- •What does a signature block include? What does p.P. Stand for?
- •What are the last two components of a business letter? What do the abbreviations cc: and bc: stand for?
- •What are the formats of business letters? What are the differences between them?
- •Content and style in business correspondence.
- •Why do executives prefer written documents to other forms of communication?
- •10. Keep your sentence average length low
- •11. Use simple words rather than complex ones
- •12. Order and sequence
- •13. Use active verbs rather than passive verbs
- •14. Prepositions
- •What are the format guidelines?
- •What are the types of memos? Can you characterize them?
- •5. Sales letter
- •What’s a sales letter and what’s its job?
- •Is any other support literature needed and what is it needed for?
- •What should a sales letter be in order to sell?
- •What is people’s motivation to buy based on and what does it mean for writing a sales letter?
- •How do you understand “buying resistance”?
- •Could you name seven universal motivations?
- •What are the steps in sales letter writing?
- •Why is it important to catch your reader’s attention from the very beginning?
- •What’s the first thing your reader will look at?
- •Can you give any examples of headlines? Why are these headlines proven to get your reader’s attention?
- •Can you describe “problem-agitate technique”?
- •What do you do after identifying the problem?
- •What examples of credentials can you provide?
- •What should you point out in your sales letter: benefits or features of your product or service?
- •What besides benefits could be considered as powerful selling tools?
- •What do the best offers comprise?
- •What extra incentive can you give in your sales letter?
- •There is one more most read element in sales letters. What’s it?
- •What are the parts of a sales letter? Can you characterize them?
- •6. Resume
- •6.2. What’re the two basic resume designs and what’s the choice of your resume design based on?
- •6.8 What information do you present in the body of a resume and how is it arranged?
- •6.9 What information should you provide under the “work experience” title?
- •6.10 What should you do if you can’t keep all the details about your experience and education at one page?
- •6.11 What follows the experience section?
- •6.12 What do you write in the conclusion?
- •6.13 Why do we need letters of recommendation?
- •6.14 What are the way of presenting a letter of recommendation? Which way is better? Why?
- •7. Cover letter.
- •7.6 Characterize the body of the Cover Letter and the two approaches which can be used here.
- •7.11 What shouldn’t you say explaining why you left the previous positions?
- •7.12 How to explain why you are applying for the position?
- •8. Inquiry
- •What is usually asked for in the body of an inquiry?
- •9. Replies to inquiries.
- •9.1 What are the general rules for writing a reply to an inquiry?
- •9.2 What should you do if you received an inquiry erroneously?
- •9.3 What are the parts of a reply? (3)
- •10. Quotations
- •10.4 What should be mentioned in a quotation?
- •10.5 Are the prices quoted always legally binding?
- •10.6 What types of discounts do you know?
- •10.7 What main Incoterms do you know?
- •10.8 What are the two ways of quoting terms?
- •11. Offers
- •11.1 Types of offers.
- •11.2 Parts of offers.
- •12. Counter-Proposals
- •13.Orders
- •The reasons for refusing an order:
- •14. Complaints
- •14.1 What is a complaint, its objective and scope?
- •14.2 The essential rule in writing complaints
- •14.4 What may complaints arise from?
- •14.5 What are the parts of complaints? Characterize them.
- •15. Adjustments
- •15.1 The objective of an adjustment
- •15.2 The rules for writing adjustments
- •15.3. The parts of adjustments
- •15.4 The ways of correcting mistakes which have been made?
- •15.5 The reasons for rejecting complaints
10.8 What are the two ways of quoting terms?
It is possible to quote terms in two ways: by stating your price and discounts without leaving room for negotiation, or suggesting that the customer could write again and discuss them.
11. Offers
11.1 Types of offers.
In case you know the product you want to buy very well and are satisfied with its quality you may want to ask your supplier to send an offer without asking for any other information about this product.
The offers generally fall into two categories: the firm (binding) offer and the offer without engagement. A firm offer is made by the seller to one potential buyer only. Usually the time during which it remains valid is indicated. If the buyer accepts the offer in full during the stipulated time, the goods are considered to have been sold to him at the price and on the terms stated in the offer.
An offer without engagement may be made to several potential buyers and the goods are considered to have been sold only when the seller, after receipt of the buyer's acceptance, confirms having sold him the goods at the price and on the terms indicated in the offer.
11.2 Parts of offers.
They should contain:
Exact quantities, measurements, weights.
The quality of the goods (chemical analysis, performance, material, brand, etc.).
The method of transport, if there are several possibilities.
The exact date of delivery or time of delivery (e.g.: Our articles will be delivered ex works by the 30th May, .... Delivery can be effected six weeks after the receipt of your order, etc.).
The terms of payment, for instance:
payment in advance,
cash payment,
payment by letter of credit (L/C),
document against payment (D/P),
payment on receipt of goods,
payment with clearing agreement.
The currency in which payment is to be effected, the bank with which you work, the place of payment, etc. should be stipulated.
The terms of delivery define what the price actually includes and stipulate the mutual obligations of the seller and the buyer. The most usual terms of delivery are F.O.B., F.O.R., C.I.F., C.&F. and others.
12. Counter-Proposals
12.1 What is a counter-proposal?
It may happen that a customer deems any terms of proposal unsatisfactory. The Counter Proposal is a commercial document used to request someone to change (negotiate) terms indicated in the previous proposal (offer). Customer states there his reasons why the proposal should be reconsidered.
12.2 What terms might you not agree to?
prices
discounts
delivery terms (time, methods)
methods of payment, quantity
13.Orders
The objective of an order
The objective of an order is to provide detailed instructions to a vendor fulfilling it. It is also serves as a legal document recording the transaction.
The reasons for placing trial orders
Trial orders are placed when a client is not sure of the quality of an article and wants to see it for himself. If they turn out good, he may place a bigger order.
What is a repeat order?
In some branches it is customary to place repeat orders for identical goods.
What do order-sheets contain?
Order-sheets (order-forms, order-notes, indents) are printed forms, numbered consecutively and usually containing instructions as to time and place of delivery, make-up, packing, marks, mode of sending, insurance, etc.
What is an order usually accompanied by?
A covering letter is preferable as it allows you the opportunity to make any necessary points and confirm the terms that have been agreed.
What can be mentioned in a cover letter?
Opening - Explain there is an order accompanying the letter.
Payment - Confirm the terms of payment.
Discounts - Confirm the agreed discounts.
Delivery -Confirm the delivery dates.
Methods of delivery - you should advise the firm as to how you want the goods to be packed and sent to ensure prompt and safe delivery
Packing- Advise your supplier how you want the goods to be packed.
Closing