17. Types of Business Correspondence

Letter writing is the essential part of business communication. A cheque, a contract or any other business paper sent by mail should always be accompanied by a letter. Nowadays more and more agreements are made in English, for English is a universal business language.

A well arranged letter will make a better impression on the reader, thus good letters make good business partners. A business letter is a letter written in a formal language, usually used when writing from one business organization to another or for correspondence between such organizations and their customers, clients and other external parties. Business letters usually follow a block format. Business letters may be divided into official and semi-official. Official letters may be subdivided into such groups as inquires, offers, orders, reclamations and letters of adjustment.

The inquiry letter is useful when you need information, advice or directions. Be careful, however, not to ask for too much information or for information that you could easily obtain in some other way. There are two types of inquiry letters - solicited and unsolicited. You write a solicited letter of inquiry when a business or agency advertises its products or services. For example, if a software manufacturer advertises new package it has developed and you can't inspect it locally, write solicited letter to that manufacturer asking specific questions. Your letter of inquiry is unsolicited if the recipient has done nothing to prompt your inquiry. For example, if you read an article by an expert, you may have further questions or need more information. So you seek help from these people in a slightly different form. You must construct the unsolicited letter more carefully. In an unsolicited letter identify who you are, what you are and why you need the requested information.

The second phase of business correspondence is the answering letter. It is very important, because it adjusts the relationships between two partners. It does not only characterize the company, but also advertises it. The purpose of the letter is to persuade the partner that you are the best in business. The letter contains the quotation in reply to an inquiry. It shows the customer that he met the sales-caring businessman, who uses every opportunity to stimulate correspondents' interest in his goods by including the sales message.

Questions:

1. What is the essential part of business communication?

2. What language is usually used in business correspondence?

3. Why is English a universal business language nowadays?

4. Where do we usually use formal language?

5. How can business letters be divided?

6. What types of official letters can you name?

7. What types of inquiry letters do you know?

8. What should you take into consideration writing a solicited letter?

9. How do you have to construct the unsolicited letter?

10. What is the second phase of business correspondence?

18. Offers, Orders and Reclamations

In order to draw attention of customers to the products in question, a supplier in his letters can offer cuttings of his materials or a color chart. An offer is a statement by the sellers usually in written form expressing their wish to sell the goods. An offer is only the first step in a contract. Offers as a rule include the description of the goods offered, details of prices, discounts and terms of payment and the date or the time and place of delivery.

There are two types of offers. A free offer is made when sellers offer goods to regular customers without waiting for an enquiry. A firm offer is a promise to supply goods on terms stated. This promise may be expressed in a letter in the following words: “We make you a firm offer for delivery by the middle of June at the price quoted” or in some other words like: “The offer is subject to acceptance within five days”. The sellers making a firm offer have the right to withdraw it at any time before it has been accepted. In practice, however, no reputable seller would risk his reputation by withdrawing his offer before the stated time.

A business transaction often starts with inquiry which may later be followed by an order. Both inquiry and order are meant to arise and stimulate business activity on the part of recipient. They are typically asking letters. Orders express the writer’s intention to do business with his correspondent, usually to buy some goods from him. It should be mentioned that the supplier must send order acknowledgement as an answer.

The advice of dispatch follows the order acknowledgement. The first thing to be done before writing such a letter is to examine carefully whether the partners' account is valid. That is why, just in the first paragraph we often come across the phrase – “You credit was confirmed by our bank yesterday”.

Reclamations or letters of complain request some sort of compensation for defective or damaged merchandise or for an inadequate or delayed services. The essential rule in writing a complain letter is to maintain your poise and diplomacy no matter how justified your gripe is. State exactly what compensation you desire. Provide a fully detailed narrative or description of the problem. Don’t insist that the recipient deliberately committed the error or that the company has no concern for the customers.

Letters that are written in response to claims may be called adjustments. They are among the most difficult to write as they require patience, tact and diplomacy. The letters must be handled carefully when the requested compensation cannot be granted. The supplier must show his understanding of the situation and express his willingness to adjust it. Try to offer some practical or substitute compensation or offer some friendly advice.

Conclude the letter cordially expressing confidence that you and the writer will continue doing business.

Questions:

1. What does a supplier usually do to draw attention of his customers?

2. What types of offers do you know?

3. What expressions does the supplier use in offers?

4. What is the main aim of orders?

5. What kind of business letters are orders?

6. What is the advice of dispatch?

7. What should you always remember writing the advice of dispatch?

8. What do reclamations request?

9. How do we call letters written in response to claims?

10. Is it easy or difficult to write adjustments?