- •Structure and presentation
- •1.1.1 Sender's address
- •Inside (or receiver's) address
- •1 Surname known
- •2 Title known
- •3 Department known
- •4 Company only
- •Style and punctuation of addresses
- •Denmark
- •The body of the letter
- •Complimentary closes
- •Signatures
- •Letterheads
- •2 Board of Directors
- •3 Addresses
- •4 Registered number
- •References
- •Company position
- •Enclosures
- •Layout 3
- •Points to remember
- •Words to remember
- •2 Content and style
- •Too long
- •Too short
- •The right length
- •A warning
- •Order and sequence
- •Unclear sequence
- •Clear sequence
- •Planning your letter
- •Arrand, and latest designs
- •First paragraph
- •Middle paragraphs
- •Final paragraph
- •Style and language
- •Courtesy
- •Idioms and colloquial language
- •Clarity
- •Abbreviations
- •Figures
- •Prepositions
- •Accuracy
- •Titles, names, and addresses
- •References
- •Enclosures
- •Points to remember
- •Words to remember
- •2 Content and style
- •Too long
- •Too short
- •The right length
- •A warning
- •Order and sequence
- •Unclear sequence
- •Clear sequence
- •Planning your letter
- •Arrand, and latest designs
- •First paragraph
- •Middle paragraphs
- •Final paragraph
- •Style and language
- •Courtesy
- •Idioms and colloquial language
- •Clarity
- •Abbreviations
- •Figures
- •Prepositions
- •Accuracy
- •Titles, names, and addresses
- •References
- •Enclosures
- •Points to remember
- •Words to remember
- •3 Enquiries
- •Methods of enquiry
- •Writing letters of enquiry
- •Opening
- •Asking for catalogues, price-lists, prospectuses
- •Asking for details
- •Asking for samples, patterns, demonstrations
- •Suggesting terms, methods of payment, discounts
- •Asking for goods on approval or on sale or return
- •Asking for an estimate or tender
- •Closing
- •Specimen letters
- •Short enquiries
- •Disc sa
- •Reply to an advertisement
- •Enquiry from a buying agent
- •Enquiry from a retailer to a foreign manufacturer
- •Questions
- •Request for goods on approval
- •Questions
- •Jean Landman
- •Request for an estimate
- •Points to remember
- •Words to remember
- •4 Replies and quotations
- •Replying to letters of enquiry
- •Opening
- •Confirming that you can help
- •'Selling' your product
- •Suggesting alternatives
- •Referring the customer elsewhere
- •Catalogues, price-lists, prospectuses, samples
- •Demonstrations, representatives, showroom visits
- •Closing
- •Quotations
- •Transport and insurance costs
- •Discounts
- •Methods of payment
- •Quoting delivery
- •Fixed terms and negotiable terms
- •Giving an estimate
- •Specimen letters
- •R. G. Electronics ag
- •D&sCharcotS.A.R.L
- •Goods on approval
- •Questions
- •Points to remember
- •Words to remember
- •5 Orders
- •Placing an order
- •Opening
- •Payment
- •Discounts
- •Delivery
- •Methods of delivery
- •Acknowledging an order
- •Advice of despatch
- •Specimen letters and forms
- •Placing an order: covering letter
- •Questions
- •Attn. Mr d. Causio
- •Order form
- •Questions
- •Acknowledgement of order
- •Advice of despatch
- •Placing an order
- •Questions
- •Advice of despatch
- •Questions
- •Advice note
- •Delays in delivery
- •Refusing an order
- •Out of stock
- •Bad reputation
- •Unfavourable terms
- •Size of order
- •Panton Works, Hounslow, Middlesex, tw6 2bq
- •Questions
- •Refusing an order Questions
- •Sp Wholesalers plc
- •Points to remember
- •Words to remember
- •Invoices and statements
- •Invoices
- •International Giro
- •International Money Orders
- •International bankers draft
- •Invoice
- •6.3.2 Invoice
- •Ingenieros Industriales sa
- •6.6.7 Second request
- •Unjustified complaints
- •7.3.6 Closing
- •Specimen letters
- •E. F. Baden ag
- •7.6.2 Credit note
- •8 Credit
- •1 Reputation
- •2 Long-term trading association
- •3 References
- •8.4.2 Refusing credit
- •8.4.3 Negotiating
- •21 Mead Road, Swansea, Glamorgan 3st1dr
- •8.8.2 Referee's reply
- •Via di Pietra Papa, 00146 Roma
- •31 Goodge Street, London ec49 4ee
- •21 Mead Road, Swansea, Glamorgan 3st1dr
- •International banking
- •New zealand bank
- •Telephone: 448135/6/7/8
- •International crafts ltd.
- •Telephone: 081 834 2179, 081 834 2710 Cable: intercra Telex: 315620 Fax:081-8344431
- •Dock 23, Mainway, Hong Kong Telephone: 385162 Telex: 349512 Fax: 662553 Cable: lebats
- •Points to remember
- •Words to remember
- •10 Agents and agencies
- •Types of agencies
- •Brokers
- •Finding an agent
- •Offering an agency
- •Commission
- •Asking for an agency
- •British crystal Ltd
- •Al Manni Way, Riyadh
- •Directors: m. Allison, b. Locke
- •International Trading Co. Ltd.
- •Points to remember
- •Words to remember
- •11 Transportation and shipping
- •Road, rail, and air
- •Specimen letters
- •Air Waybill
- •Shipping
- •Specimen letters
- •Dock 23, Mainway, Hong Kong
- •Bill of lading
- •Instruction to a forwarding agent
- •South Bank House, Borough Road, London se1 oaa
- •International Shippers Ltd.
- •City House, City Road, London ec2 1 pc
- •South Bank House, Borough Road, London se1 oaa
- •President: j.R, Mason d.F.A. Directors: p. Hartley Snr., a. Hartley Jnr
- •618 West and Vine Street, Chicago, Illinois Telephone: 216818532 Telex: 677312 Fax: 216 349076
- •President: j.R, Mason d.F.A. Directors: p. Hartley Snr., a. Hartley Jnr
- •618 West and Vine Street, Chicago, Illinois Telephone: 216818532 Telex: 677312 Fax: 216 349076
- •South Bank House, Borough Road, London se1 oaa
- •Container services
- •International Shippers Ltd.
- •City House, City Road, London ec2 1 pc
- •Chartering ships
- •Chairman: b. Eltham Directors: d.E.R. Machin. O.M. Crewit Furnace House, Granville Road, Sheffield s2 2rl
- •Vat No: 31 4287160 Telex: 813297 unestg
- •International Containers Ltd. Chairman r.L Nathan acwa Directors t.N. Frost, l.S. Newcombe Buxton House, Mableton Place, London wc1h 9bh
- •Certificate of origin
- •Telephone: 071 742 8315 Telex: 331497 longra g Fax: 071 7423319
- •Points to remember
- •Words to remember
- •12 Insurance
- •Insurance procedures
- •Fire and accident insurance
- •Head Office, Bruce House, Bruce Street, Aberdeen ab9 1fr
- •Specimen letters
- •Head Office, Bruce House, Bruce Street, Aberdeen ab9 1fr
- •Marine insurance
- •South Bank House, Borough Road, London se1 oaa
- •Worldwide Insurance Ltd. 15 May 20—
- •Rejection of claim
- •Words to remember
- •13 Electronic correspondence
- •Fax transmission
- •Perfect Office Suppliers Limited Canal Street, Manchester m14 2kq Fax transmission
- •Specimen email message
- •Telegrams and cables
- •Abbreviations
- •Operating the telex
- •Instruction to stockbroker
- •Points to remember
- •Words to remember
- •Reservations
- •Appointments
- •Hospitality
- •Special occasions
- •Points to remember
- •Words to remember
- •15 In company communications
- •Memorandum
- •Visit of a customer
- •Visit of a customer
- •Retirement of Managing Director
- •Memorandum l Franksen plc Prince of Wales Road, Sheffield s9 4ex
- •Redundancies
- •Reports
- •Specimen reports
- •Memorandum
- •Finance
- •Conclusions
- •Agency report
- •Points to remember
- •Words to remember
- •Advertisements
- •Applying for a position
- •Curriculum vitae
- •Furstenweg 110
- •Specimen letters
- •Questions
- •Invitation for an interview
- •International Computing Services pic
- •Making a decision
- •Openings
- •Accepting a position
- •International Computing Services pic
- •Points to remember
- •Words to remember
- •Advertisements
- •Applying for a position
- •Curriculum vitae
- •Furstenweg 110
- •Specimen letters
- •Questions
- •Invitation for an interview
- •International Computing Services pic
- •Making a decision
- •Openings
- •Accepting a position
- •International Computing Services pic
- •Points to remember
- •Words to remember
Figures
We saw, at 1.1.2, that the use of figures instead of words for dates can create problems.
Numerical expressions can also cause confusion. For example, the decimal point in British and US usage is a full point rather than a comma as used in most continental European countries, so that an English or American person would write 4.255 where a French person would write 4,255 (which to an English person would mean four thousand two hundred and fifty-five).
If there is a possibility of confusion, therefore, write out the expression in both figures and words, e.g. £10,575.90 (ten thousand five hundred and seventy-five pounds, ninety pence).
(Conversely, be wary of the words billion and trillion which mean different things in the UK and USA. For a full treatment of numerical expressions, see Appendix 4 in the Oxford Advanced Learner's Dictionary.)
2.5.3
Prepositions
Special care should be taken when using prepositions. There is a big difference between The price has been increased to £15.00, The price has been increased by £15.00, and The price has been increased from £15.00.
2.6
Accuracy
Careless mistakes in a letter can create a bad impression on your reader. Spelling, punctuation, and grammar should all be checked carefully, but there are some other ways in which inaccuracy may spoil your letter.
2.6.1
Titles, names, and addresses
Make quite sure that you use the correct title in the address and salutation, that you spell your correspondent's name correctly (nothing creates a worse impression than a mis-spelled name), and that you write his/her address accurately.
Do not make assumptions about your correspondent's sex if you do not know it. If you are writing, for example, to a Chief Buyer who you do not know, do not assume that he/she must be one sex or the other: use Dear S/'r or Madam rather than Dear Sir or Dear Madam. If you know the person's name but not his/her sex (either because he/she only signs with an initial, or because his/her given name is new to you), then use Mr/ Mrs.... e.g. Dear Mr/Mrs Barren.
2.6.2
References
When replying to a letter, make sure you quote all references accurately. Your correspondent will not be pleased if it is not immediately clear which letter you are replying to.
2.6.3
Prices, measurements, etc.
Special care must be taken when quoting prices or giving specifications such as measurements, weights, etc. A wrongly-quoted price in a letter can cause complications.
2.6.4
Enclosures
Always check that you have actually enclosed the documents you have mentioned in your letter. And check that you have enclosed the right documents: if, for example, you say in the body of the letter, that you are enclosing 'our leaflet PB/14', do not then enclose leaflet PB/15. Or, when sending a covering letter with an order, make sure you have quoted the order number accurately in your letter.
2.7
Points to remember
1 Include just the right amount of information in your letter. (But better to include too much than too little.)
2 Plan your letter before you start writing, to make sure it says everything you want to say and says it in a logical sequence.
3 Use a simple but polite style of language. Beware of idioms.
4 Your letter should be clear and unambiguous. Take care with abbreviations and figures.
5 Accuracy is important. Pay special attention to titles, names and addresses, references, prices and specifications, enclosures.
2.8