Dr.

Ambedkar Institute of Management Studies

And Research, Deekshabhoomi, Nagpur
BUSINESS COMMUNICATIONS- II
E-3
!"R#$""#
MBA Semester III
Section:____________________
Name of the student : ______________
ROLL NO: ____________
Name of Faculty:_____________
Date of Submission:___________

DE%EM$ER &'()
Business Letters
Business Letters are the life and breath of a business. The competition in todays business
world is described as unreal --- that too hard to believe. Those who have survived the
competition and made it to the top are the ones who mastered, among other things the art of
writing good letters. They say and it is even religiously believed that letters are the face of a
company, which is that letters carry the brand image with it, and therefore to make sure that
the brand image is retained well utmost care needs to be take.
Letter Type 1 ---- ENQUIRY
Introduction
letter of en!uiry is written to ask about goods or services that you may re!uire. "n this,
state your purpose and ask for the price list, !uotation, sample, etc. "t is a letter from a
prospective buyer to a seller.
Letters of en!uiry are of the following types#
(i) $nsolicited en!uiries# These are made at the buyer%s initiative.
&ii' (olicited en!uiries# These are made when the seller solicits &i.e asks for' en!uiries
through
advertisement or otherwise,
&iii' )e!uests for special terms or concession,
&iv' )outine en!uiries by e*isting customers in continuation of the business process.
+uidelines for ,rafting a Letter of -n!uiry
&i' (tate clearly and briefly what you wish to buy and whether you want general information,
price list, a catalogue or a !uotation,
&ii' "f there is a limit upto which you can pay the price, do ./T mention that in the letter of
otherwise the seller may be inclined to hike the price to that limit,
&iii' 0ost suppliers state their terms of payment and delivery, so this need not be asked for
unless
you want a special mode.
Useful Phrases for Enquiry Letters (ome useful opening lines for enquiry letters are#
1e are interested in... and would be pleased to have...
m

1e are in need of... and shall be grateful if you send us...
You advertisement in.... interests us and we would like to...
I understand that you are dealers in/manufacturers of... and would request you to send us
your catalogue of...
Some useful closing lines are:
Your early reply will be appreciated.
In your reply please include the delivery details.
lease inform how soon you can supply the goods as we require them for our immediate
needs.
If your goods find acceptance with our customers! we can place regular and large orders
with you.
(pecimen -n!uiry Letter#
Blue Bell /rphanage
.agpur.
To,
The 0anager,
234 Ltd
.agpur
,ate# 56
st
0ay 5778
(ub9ect# -n!uiry regarding ready-made garments of your brand.
)espected (ir: 0adam;
1e are looking ready-made garments that could be used for our orphanage, and thats the
reason that these garments should be available in bulk !uantities.
<ould you please tell us all that you offer in the ready-made section of your brand, and all
the information re!uired. lso please send us a catalogue of your garments preferably with
their price list.
Thanking 3ou,
0r. (inha,
"n-charge

Letter Type ! QU"T#TI"N$ %REPLIE$ T" ENQUIRIE$&
Introduction
1hen you receive an en!uiry, it is like walk-in business. 3ou must answer it promptly and to
your advantage. "f it is from an established customer, you can state how much you appreciate
it. "f froma new source, it can be the beginning of a lasting and mutually beneficial business
relationship.
!uotation is an offer to sell goods at a given price and upon the stated conditions. That
enables the prospective buyer to know where the seller stands in the deal.
+uidelines for ,rafting a =uotation
&i' Thank the en!uirer for his interest.
ii' +ive details of price, discounts and terms of payment.
iii' "ndicate whether the price includes packing, insurance, freight etc. or they are to be
charged for separately.
iv' (tate the date of delivery.
v' +ive the date upto which the !uotation is valid, like offers, schemes etc.
vi' (olicit business by hoping for an order.
$seful >hrases ?or =uotations
/pening lines for replying to en!uiries
Thanks for your letter of en!uiry dated............... s re!uested, we enclose
"n reply of your en!uiry of..................... we are pleased to send you, by separate post.
1e are happy to learn that you are interested in...................
1e are pleased to receive your en!uiry of............ for...................
(ome <losing Lines
1e look forward to receiving your valued order soon.
3ou may contact us over the phone or by e-mail also for any further details.
1e hope to hear from you soon and shall attend to your orders promptly.
" hope the samples reach you soon and eagerly look forward to receiving your order.
)eply to bove -n!uiry letter#
234 Ltd
.agpur
To,
The "n-charge,
Blue Bell /rphanage
.agpur.
,ate# 58
th
0ay 5778
(ub9ect# "n reply to your -n!uiry regarding ready-made garments of our brand.
)espected (ir: 0adam;
Thanks for your en!uiry dated 56
st
0ay 5778 about your ready made garments. 1e
manufacture 9eans, and T shirts under our brand name
1e would also here like to draw your attention to our Trade and !uantity discounts, you can
avail of.
ttached please find as on your re!uest the catalogue with all the information with the
prices.
1e shall be very pleased to receive and attend to your order.
Thanking 3ou,
0r. (hah,
0anager.
Letter Type '! Placing "rders
"R(ER
Introduction
"n the trade cycle, once a price or !uotation is found acceptable, the ne*t logical step for the
buyer is to place an order, and for the seller to fulfil the order. @ere we shall study the
correspondence that accompanies these transactions.
letter of order is a legally binding contract, hence it is to be written with proper caution. "f
an order is sent over the telephone, it is desirable to confirm it in writing.
)uidelines for Placing an "rder
&i' 3ou should place an order in firm and clear language. 3our 3ou attitude to the seller
re!uires this.
&ii' -ven if stated in earlier correspondence, give a detailed, e*act and full description of
what goods or services you wish to have. This includes details like siAe, make, !uality,
colour, reference number &from the catalogue', identification number, etc. These should not
contradict what you have written earlier and what the seller has offered. @ence a proper
study of the previous correspondence is necessary while placing the all-important order. 3ou
may enclose a photocopy of the !uotation which you have accepted for placing your order.
&iii' 0ention the !uantity you wish to buy and give a reference of the price list or state the
price at which you wish to buy.
&iv' <larify the mode of payment. "f you are a regular buyer, the seller would know. "f you
are a buyer on credit, he may debit your account for settlement according to set norms. "n
other 9 cases, follow the seller%s desired mode of payment. "f an advance is desired, and if the
seller \ is trustworthy, send it.
&v' "f the mode of transport - rail, road, air, courier, etc. - is settled with the !uotation or price
list, " then you will have to accept it. "n other cases, this needs to be mentioned.
&vi' The time period of delivery needs to be clarified. "f you re!uire the goods urgently, then
state so. The goods are e*pected to arrive in reasonable time, but you should clarify what you
consider reasonable time. "n the case of seasonal or special-event goods, the importance of
the time factor is self-evident.
&vii' (tate the address where you want the delivery of goods.
&viii' .ormally, ade!uate packing is the supplier%s responsibility, and may have been
clarified in the !uotation. @owever, if there is a choice or a special re!uirement of yours,
then you should state the mode of packing of the goods.
&i*' 0ake sure of your position as regards transit insurance of the consignment. "f it is
normally insured, fine. "f special instructions are re!uired for this, give them. "ncidentally,
when the price is c.i.f. - cost, insurance, freight - you know that the goods would be insured.
>rinted order for*s!
(ome companies have printed order forms. They have the advantage that -
&a' They may be numbered, making the referencing easy.
&b' They make sure that all relevant information is indicated.
They may have conditions printed on the back, but a reference to them is re!uired on the
front of the form. -ven with a printed order form, a covering letter is desirable as it allows
you to make any necessary point and confirm the terms of your understanding.
Useful Phrases for Placing "rders
$seful openers for placing an order
6. 1e enclose our order for 577 $ltra carburettor kits.
5. The accompanying order is for B7 inverters......
B. Thanks for your !uotation and information leaflet of 5
nd
?ebruary in response to our
email for them. 1e give below our order for...
C. " would like to place a trial order for )ite watches manufactured by (vatantra $dyog.
Below are the details of our re!uirements.
Useful closers for placing on order
6. 1e hope to have a continued cordial business relationship with you.
5. " look forward to your acknowledgement:confirmation.
B. "f the goods pick up in the market, we hope to place many more orders with you.
C. "f the goods are sold out you may look forward to more orders from us.
(pecimen /rders
& /rder with respect to the above made en!uiry'
Blue Bell /rphanage
.agpur.
To,
The 0anager,
234 Ltd
.agpur
,ate# 7B
rd
Dune 5778
(ub9ect# -n!uiry regarding ready-made garments of your brand.
)espected (ir: 0adam;
1e thank you for sending us your detailed !uotation. 1e would to inform you that we are
very pleased to place an order for EB pairs of 9eans of BF siAe and 5G pairs of 9eans of B7 siAe,
and EB T shirts of Large siAe and 5G T shirts of 0edium siAe.
>lease ensure that the consignment is at our cost. lso make sure that the goods are
despatched so as to reach us at the earliest. >lease send us all the documents through our
bankers, Bank /f "ndia, (itabuldi, .agpur
Thanking 3ou,
0r. (inha,
"n-charge
Letter Type C# PL#+IN) "R(ER$ #N( T,EIR -UL-IL.ENT
?$L?"L0-.T "- "R(ER$
"ntroduction
n order must be promptly acknowledged, especially if the fulfilment is going to take some
time. This may be done by -
&a' 1riting a letter, or
&b' By sending a printed acknowledgement card.
)uidelines for Responding to an "rder
The acknowledgement has the following ob9ects#
&i' Thanking the customer and building goodwill,
&ii' Legal acceptance of the terms of the order.
&iii' )eference to the date of receipt of the order.
iv' (tating when the order will be fulfilled and the likely date of delivery. v' >utting in a
clause about getting further business and continued support from the customer.
Useful Phrases for #ccepting an "rder
$seful openers for ac/no0ledging an order!
6. Thank you for your order no. 65HGH dated 58
th
?ebruary, which we received today. The
order is being filled immediately and may reach you by courier by 0arch G.
5. 3our order for a paper manufacturing machine is being readied and will be despatched by
67
th
(eptember.
B. 1e are pleased to inform you that your order for plastic drums is receiving our immediate
attention. The goods will be despatched by (aturday and we note to inform you by phone
when this is done.
Useful openers for fulfilling an order
6. 3our order no. 65GH of : 0arch is already despatched by a T<" truck and the documents
have been sent by speed post to your banker.
5. 1e are pleased to advise you that your order for medicines has been shipped by air today.
The documents are enclosed to this letter.
B. 3our order no. +I-675 is being sent by a special truck today, to arrive in )aipur within
three days.
Useful closers for ac/no0ledging1fulfilling an order
6. 1e hope to receive more business from you.
5. "t is a pleasure to do business with you and we hope to hear from you soon.
B. /nce again, thanks for your order.
C. 1e feel confident that you will be completely satisfied with these goods and find them
very good value for money.
G. 1e hope there is a good take-off of these goods in your area.
(pecimen )eplies to /rders
12 #c/no0ledge*ent of an order
234 Ltd
.agpur
To,
The "n-charge,
Blue Bell /rphanage
.agpur.
,ate# 58
th
0ay 5778
(ub9ect# "n cknowledgement of your order placed with us.
)espected (ir: 0adam;
Thanks for your order dated 7B
rd
Dune 5778 of the prescribed garments.
1e confirm the supply at the price stated in our last letter. 1e are arranging to send the
consignment at the earliest. 1e hope that our goods will match up to your e*pectations and
satisfaction.
@oping to have continued business with you.
Thanking 3ou,
0r. (hah,
0anager.
(ample /ther Letters
"ffer for an alternati3e product.
Blue Bell /rphanage,
.agpur.
To,
The 0anager,
+aysons,
.agpur.
,ate# 67
th
Dune 5778
(ub9ect# )e!uest for an alternative product.
)espected (ir: 0adam;
Thanks for your order dated 7B
rd
Dune 5778 of the prescribed garments.
1e have been currently updated that we now re!uire EB long skirts of BF siAe and 5G long
skirts of B7 siAe.
1e regret the inconvenience caused from our side, and plead to make the necessary changes
in placed order with you.
Thanking 3ou,
0r. (inha,
0anager.
Letter for +ancellation "f "rder
Blue Bell /rphanage,
.agpur.
To,
The 0anager,
+aysons,
.agpur.
,ate# 58
th
0ay 5778
(ub9ect# <ancellation of /rder.
)espected (ir: 0adam;
1e are very to cancel the order placed with you, for official reasons. >lease send us your
damages charges, through our bankers, Bank /? "ndia, in order that we may reimburse your
charges.
1e again apologiAe the inconvenience caused.
Thanking 3ou,
0r. (inha,
0anager.
Letter 45+o*plaints
Introduction
(ometimes the goods:services that you buy are delayed or not upto the mark and you have to
lodge a complaint with the seller so as to get an ad6ust*ent &i.e. redressal of complaint'.
complaint letter is to be written as the receiver would like to receive it. "t should not be an
angry or emotional outburst. @ence, it is to be written calmly, with the assumption that the
complaint is going to be corrected. "t is written tactfully, with due consideration for the
feelings of the receiving party. 3ou must also bear in mind the possibility that the party
which receives the complaint letter may be different from the one responsible for the
complaint. Thus, we need to a3oid e*pressions like -:regret to report that......
We're quite surprised to find that... It appears that enough care was not taken...
1e should also be open to the possibility that the complaint may not be genuine but the
result of some misunderstanding on the complainant%s part.
+uidelines for 7riting +o*plaints %+lai*s&
n effective complaint letter is well grounded in facts and is worded firmly but courteously.
@ere are some tips for writing it#
&i' 1rite a complaint letter immediately. "f time is lost, the party at the other end may have
difficulty in investigating.
&ii' ,o not assume that the supplier was to blame. The true cause of the complaint may be
elsewhere.
&iii' 0ake a thorough en!uiry and investigation at your end and make sure you have a valid
ground for complaint. lso, when writing to the supplier, give all necessary details like
date,invoice no., item or items, and the e*act nature of complaint,
&iv' sk for a specific remedy or ad9ustment to solve the complaint, &v' void being rude
or sarcastic, &vi' ddress the complaint to the department designated for the purpose, e.g.
<ustomer )elations ,epartment.
8arious causes for co*plaints on the part of custo*ers
(ome of the ma9or causes for complaints in ordinary business are#
&i' 1rong goods have been supplied.
&ii' The service received is not up to the mark or as agreed.
&iii' The !uality of goods is not satisfactory.
&iv' The goods are received in a damaged condition.
&v' @igher prices are charged, &vi' There is a delay in supply.
Useful E9pressions in 7riting +o*plaint Letters
"penings
J /ur order no. T-65G dated.... has not been delivered yet.
J 1e have to inform that our order dated.... is already E days overdue.
J 1e have to advise that your parcel dated... against our order no. +B-CCG was received in a
damaged state.
J $pon e*amination of the consignment sent by you on... we find that the goods are short ty.
67 pieces.
+losing phrases
K 1e hope you will please e*amine the matter immediately and inform us when the goods
aitL likely to reach us.
J 1ould you please e*plore how the damage occurred and make good the lossM
J >lease e*amine the matter with your despatch section and let us know at once.
J 1e hope that you will make a suitable ad9ustment in this case.
$peci*en +o*plaints
TYPE I! +o*plaint concerning goods!
(adar,
.agpur.
To,
The 0anager,
-*cel )aAors,
.agpur.
,ate# 67
th
0arch 577F
$u:6ect! 7rong goods supplied2
)espected (ir:0adam;
/n the B
rd
of 0arch 577F " had ordered one doAen triple edge shavers of your company
under my order no. -66B. /n opening the parcel it was found that " had received double
edge shavers. They will not serve any of my purposes, hence " have to ask for a replacement
or refund.
>lease advise me on how the goods may be sent back to you and a replacement obtained.
Thanking 3ou,
)a9 0ehta
2 +o*plaint concerning quality! "f the !uality of the goods received is not upto the
promise of the supplier, you may 9ustly re9ect the goods or the unsold part of the goods and
seek redressal.
(adar,
.agpur.
To,
The 0anager,
-*cel )aAors,
.agpur.
,ate# 67
th
0arch 577F
(ub9ect# =uality difference in our order
)espected (ir:0adam;
1e have to inform you that in your consignment despatched to us dated 7B
rd
0arch 577F, the
diamonds rings supplied are causing serious problems to our customers who are purchasing
them. The diamond is loosely fitted and tends to come out of the ring. fter receiving two
complaints from our first two sales, we have had to stop selling these rings.
By a separate insured parcel we are returning these rings to you for replacement with proper
!uality tested rings. 3ou will surely agree that these rings are damaged in certain mentioned
aspects.
>lease advise us at the earliest of the steps which you will undertake to address our problem.
Thanking 3ou,
)a9 0ehta
'2 +o*plaint concerning da*aged goods! The complaint writer here finds that the damage
to the is due to faulty packing, but tactfully writes to the suppliers without rubbing in the
fault. The complaint stands on the merit of die facts.
(adar,
.agpur.
To,
The 0anager,
-*cel Tyres,
.agpur.
,ate# 67
th
0arch 577F
(ub9ect# +oods received in a damaged condition.
)espected (ir:0adam;
This is to bring to your notice that your consignment dated Brd Danuary 577F contains 57
tubes that were punctured at the time of receiving them.
The parcel was accepted by us in the routine course. But upon opening it we discovered the
fault and are unable to say how this could have occurred. 3ou may, however, check up with
your packing section.
The faulty tubes are kept aside and your representative may personally verify what we found
with them. 1e hope you will replace them at the earliest.
1e hope to hear from your soon.
Thanking 3ou,
)a9 0ehta
#(;U$T.ENT LETTER$ %REPLIE$ T" +".PL#INT$&
Introduction
n ad9ustment letter is written in response to a complaint. "t e*plains how the complaint will
be remedied. The first step towards solving a complaint is to investigate the causes of the
complaint and to assess your responsibility in the matter. Thereafter you may either grant an
ad9ustment or refuse it
)uidelines for 7riting #d6ust*ent Letters
?rom the supplier%s point of view, to solve the complaint, the following rules may be kept in
mind#
&i' customer is satisfied when the seller takes the stand that the customer is always right.
1hether this is true or not, it is good to start an en!uiry into the complaint assuming that he
is right.
&ii' cknowledge the complaint promptly. (tate that it is being investigated. sk for details
that may be necessary to check out the facts, including documentary evidence,
&iii' "f the complaint is not valid, point this out without causing offence to the party. ppeal
to his sense of reason,
&iv' "f you notice an error on your part, acknowledge it and set the correction in motion.
"nform the customer of this, with due apologies. This will placate the receiver%s feelings.
&v' -*plain the circumstances in which things went wrong, and state the company policy in
such cases. This will define your role in solving the complaint,
&vi' ,o not name the person who is responsible for the wrong. "t is your internal matter.
ccept the error on behalf of the company,
&vii' Thank the customer for bringing the error to your notice.
"n letters granting ad9ustment, mention what ad9ustment you are going to give and whether it
is partial or full. <onclude the letter with words of goodwill and assure the customer that you
will be careful that such a thing will not recur.
"n letters refusing an ad9ustment, you need more tact. This is done with an indirect approach.
Before you convey your refusal to grant an ad9ustment, create an atmosphere of goodwill.
-*plain why an ad9ustment is not admissible. (ay this in firm and clear words. (eek a
continued good business relationship.
Useful E9pressions in 7riting #d6ust*ent Letters
"penings
J 1e note with concern that the goods shipped to you on... have not reached you yet. >lease
accept out sincere apologies for the delay in the despatch of your order no.... dated...
J 1e regret that the goods under invoice no... dated... are short in !uantity.
J 1e thank you for your letter dated... pointing out the unfortunate error of our despatch
section in regard to your order dated...
+losing phrases
"e are taking steps to remove the delay in supply of the goods and request you to bear with
us.
"e apologise once again for the error and assure you of our best services at all time
"e trust this compensation will be satisfactory and hope to receive your continued goodwill
and business
"e very much regret the inconvenience caused to you.
(pecimen Letter
234 Ltd
.agpur
To,
The "n-charge,
Blue Bell /rphanage
.agpur.
,ate# 58
th
0ay 5778
(ub9ect# "n cknowledgement of your complaint.
)espected (ir: 0adam;
1e are sorry to learn from your letter that a mistake has occurred in despatching goods to
you. /ur despatch section is under heavy pressure due to an unprecedented demand for our
goods. ll the same, we re!uest you to get in touch with 0:s Irishna 0edical (tores,
?awara <howk, "ndore and obtain your replacement locally. ?or the inconvenience to you,
please accept an e*tra shaver as a gift.
1e thank you for bringing this to our notice and assure you of our closer attention to your
orders in the future.
Thanking 3ou,
3ours sincerely
0r. (hah,
0anager
(pecimen 5
234 Ltd
.agpur
To,
The "n-charge,
Blue Bell /rphanage
.agpur.
,ate# 58
th
0ay 5778
(ub9ect# "n cknowledgement of your complaint.
)espected (ir: 0adam;
Thanks for your letter dated 57th Dune informing us about the imperfection in the design of
our rings. 1e have since tested these rings and agree that some if not all have a problem in
manufacturing.
1e would like to add, though, that this is !uite an e*ceptional circumstance that has arisen in
a newly opened section. ?ortunately, now the staff and machinery in all our sections are
ready to deliver the same reputed !uality that we are 9ustly known for.
1e are sending you a replacement and a compensation for the postal e*penses for returning
the earlier goods.
1e trust these goods will satisfy you and your customers fully and, in fact, positively delight
them. 1e assure you of our best attention at all times.
Thanking 3ou,
3ours sincerely
0r. (hah,
0anager.
Letter <! +ollection Letter
INTR"(U+TI"N
<ollection letters are written when you have to recover:collect your dues from a customer,
for the goods or services given on credit. "f the customer has not paid in time, it becomes
necessary to remind him. This is a delicate situation, because on the one hand you want to
retain the business relationship and on the other you want your money in time. @ence, tact of
language is necessary to impress upon the customer &who may himself be in financial
difficulties' to pay your dues anyway. "n some cases, it is a reality of business that you have
to accept part payment also.
)UI(ELINE$ -"R 7RITIN) +"LLE+TI"N LETTER$
12 Tact and restraint! To remind someone that he has failed to meet his financial
commitment is a sensitive matter. @ence you have to use a language of tact and restraint.
0oreover, you have to provide for two circumstances# that the payment is already
sent:received but nol within your knowledge, or that the goods:services are unsatisfactory.
The buyer may be facing difficulties in realising value out of your supplies. t the same
time, some customers are habitually late or negligent. Therefore each case will have to be
taken on merits.
2 Polite tone! good businessman has his future business angle in mind and uses polite
language in a collection letter. @e avoids hurting the reader. -ven if it is the last collection
letter threatening legal action, good business re!uires that you be polite and use words like
Kwith regret.K
'2 $ho0 understanding of the custo*er=s pro:le*s! If the customer is caught up in a
difficult financial situation himself, has no ready money and has been unable to realise cash
out of your goods, he may have good reasons for not paying or not being able to pay. s a
collector of dues, you may have to get involved to some e*tent in his problems and find a
common solution to get value for your goods. This sensitivity needs to be shown in your
letter and overall approach to the collection.
>2 Progressi3e steps in 0riting a series of collection letters! "t may happen that one
collection call is not enough to get your dues. The customer may wilfully or otherwise
default on payment. The stages in writing collection letters in a series are#
&i' ?ormal reminder, assuming he will pay, in a mild tone.
&ii' firmer and persuasive reminder stressing the necessity to pay here and now.
&iii' KLast resortK letter, which states that the customer must pay, otherwise legal action will
follow.
?")(T (T+- +"LLE+TI"N LETTER$
t this stage the letter is a formal one. -ven a printed form letter can be used. "t is presumed
that the customer 9ust forgot to pay and will act upon the reminder at once.
$seful starters for first collection letters
J 1e notice that your account, which was due for payment on... is outstanding in our
books.
J 1e have to invite your attention to our invoice no... for )s...
J 1e have to remind you that we have not yet received the balance shown against your
name in our statement dated... amounting to )s... which is now more than a month overdue.
<losers
J 1e hope you will settle the bill by return.
J 1e look forward to your remittance within the ne*t few days.
J "n case you have sent the payment in the meantime, you may ignore this notice.
Specimen formal reminder
234 Ltd
.agpur
To,
The "n-charge,
Blue Bell /rphanage
.agpur.
,ate# 58
th
0ay 5778
(ub9ect# /utstanding our invoice no........dated...........
)espected (ir: 0adam;
This is to call your attention to our above invoice, the payment for which was due on B7
th

Danuary 577F. copy of it is enclosed for your ready reference.
1e may remind you that you already have our best price on this deal and that you had agreed
to settle the bill promptly.
"t is possible that there may be some oversight in your accounts department, and now we
have to re!uest you to speed up the payment.
Thanking 3ou,
0r. (hah,
0anager.
PER$U#$I8E1 -IR. RE.IN(ER
"f the first collection letter does not bring in the payment after a due wait, a second letter is
sent in about 6G-57 days. "n this letter the language is firmer but the tone is still polite. 3ou
are not to annoy the customer but rather seek his cooperation.
(ome starters
J 1e see from our records that our reminder to you for payment vide our invoice dated... is
to this date unresponded.
J 1e refer to our letter dated... re!uesting you to settle your dues.
J 1e have to remind you again of your dues under our invoice no... dated... for )s,.., for
which our first reminder dated... seems to be unresponded by you.
+losers
J 1e urge you once again to take this up on priority and settle the dues at once,
J 1e sincerely hope that this time you will take a serious note of the dues and clear them
immediately.
J 1e trust that this impresses upon you the urgency of the matter and that you will act
forthwith.
234 Ltd
.agpur
To,
The "n-charge,
Blue Bell /rphanage
.agpur.
,ate# 58
th
0ay 5778
(ub9ect# /utstanding our invoice no........dated...........
)espected (ir: 0adam;
1e refer to our letter of... re!uesting you to settle the dues under invoice no... dated... and
find that there is no reply yet. 1e hope you realise that this hampers our trade cycle and the
money is re!uired immediately. "f, however, you have any special reason for not paying:
responding so far, you are welcome to have a clear dialogue with us.
"n view of your past good record, we await the payment within the ne*t few days.
Thanking 3ou,
0r. (hah,
0anager
L#$T RE$"RT LETTER1-IN#L +"LLE+TI"N LETTER
"f there is no response to the earlier collection letters, a final collection letter is sent
according to the following plan#
&a' )ecord the past efforts for collection.
&b' /ffer one more chance to pay.
&c' 0ention the legal action that will be necessary if this re!uest is also ignored,
&d' (et a deadline for payment.
(ome starters
J 1e wrote to you on... and again on... for recovery or our dues vide invoice no... dated...
with still no action from you.
J 1e have to say that our earlier re!uests dated... and,.. for settlement of our bill dated...
for... remain unhonoured by you.
J 1e note with surprise and disappointment that our two successive tetters concerning the
overdues
from you in respect of our bill dated... are not answered.
+losers
J .ow unless we receive our dues by... we shall have no option but to put the matter in the
hands of our lawyers.
J >lease treat this as our last re!uest for payment in the matter before we resort to law. But
we still hope you will act within a fortnight and pay up the dues.
J 1e still hope you will remit by... and save yourself the considerable cost and
inconvenience of legal action.
J 1e have to remind you again of your dues under our invoice no... dated... for )s,.., for
which our first reminder dated... seems to be unresponded by you.
+losers
J 1e urge you once again to take this up on priority and settle the dues at once,
J 1e sincerely hope that this time you will take a serious note of the dues and clear them
immediately.
J 1e trust that this impresses upon you the urgency of the matter and that you will act
forthwith.
234 Ltd
.agpur
To,
The "n-charge,
Blue Bell /rphanage
.agpur.
,ate# 58
th
0ay 5778
(ub9ect# /utstanding our invoice no........dated...........
)espected (ir: 0adam;
1e refer to our communications to you dated.....and.......... re!uesting you to pay your dues
under the invoice nos..........dated......... 1e regret to find that the dues remain outstanding.
"n the past we had regular payments from your side, hence we chose to remind you and wait
for all these payments. The continued non-payment leaves us with little option but to ask our
lawyers to handle this matter.
@owever, as a matter of further concession, we now re!uest you to settle the account by the
67
th
of Duly 5778 and conclude the matter peacefully.
Thanking 3ou,
0r. (hah,
0anager.
+IR+UL#R LETTER$
Introduction
1hen the same information is to be sent to a number of people, circular letters are used. The
occasion for sending them can be a development or instruction which is of potential interest
to each receiver.
1hile the body of the letter remains the same in each letter, it can be personalised by
insertion of the name of the recipient, his address and use of appropriate salutation. Narious
computer programmes make this especially easy these days. 0ail merge is such a
programme.
)uidelines for (rafting a +ircular Letter
3ou must keep in mind the topmost common interest of all the recipients and highlight it so
that each recipient feels well interested in it and finds in it a personal message. 3ou need to
follow these
rules#
1. "t should be to the point.
2. The main idea behind the circular letter on which you desire action should be presented in
an appealing manner.
B. 0aking the circular letter read as if it is written personally, is another trick for success.
letter need not be addressed as Dear Reader, Dear usto!er, Dear Dea"er, etc. "t can be
made more effective by using the name, e.g. Dear #r. hopra.
C. dd force by using the 3ou attitude. <ircular letters are generally unsolicited letters, and
to draw the reader%s interest in them, the fre!uent use of $ou and focus on the reader%s self-
interest is necessary. @ence, you can avoid terms like our custo!ers, a"" custo!ers, our
c"ients, e%er$one, etc. by rephrasing sentences.
"ccasions for 7riting +ircular Letters
(ome of the more common occasions for writing circular letters are#
6. -*pansion of e*isting business, as when starting a new line of activity
5. -stablishment of a new branch or reorganisation of departments within a company
B. "ntroduction of a new product or service
C. <hange of address, phone number, etc.
G. )etirement:appointment of a partner or new appointment to ma9or posts like general
manager, managing director, etc.
F. (easonal discounts or schemes for add-on
E. <onversion of a partnership firm into a limited company
,ear 0r. (an9ay (inha
7E #RE #T L"?,#N(7#L# E$T#TE #L$" N"7@
1e are glad to announce that to serve you better, we are moving to larger and more
hospitable premises in the upcoming market of Lokhandwala -state from 6G
th
0arch. /ur
new address will be#
5G, ,hanshree
Lokhandwala -state
.agpur-CC775E.
Tel2 AB1-CCCCCCCD CCCCCCC
3ou will find the new location more easy to reach, with better parking facilities. There are
handsome innovations in the office as well. 1e appreciate your valued patronage which has
made this growth possible.
1e look forward to meeting you at our new address and developing an even better business
relationship with you.
3our sincerely
0r. (hah.
Example 2
# circular letter announcing discount
,ear 0rs >asari
# fa:ulous no0-or-ne3er discount on $,INEC 6e0ellery
.ow (@".-2 merican ,iamond Dewellery is yours at discounts ranging from C7 to F7O,
necklace whose regular price is )s. H77 is yours for )s. C77. Bracelets whose regular price
is )s. GG7 are yours for )s. 5G7. nd H7 other items to choose from.
This unbelievable offer is possible due to cancellation of an e*port order. "t is open only upto
B6 P ugust 577G. ?or the best choice, we suggest you hurry up as our estimates show a
large demand for this offer.
/ur store timings are e*tended from H am to 8 pm to accommodate you better.
(o, look rich without being rich. <ome soon to make the most of this now-or-never offer.
3ours sincerely,
0s. Iapoor.
$#LE$ LETTER$
Introduction
sales letter is a type of personalised advertising right into the customer%s house. $nlike
general media such as newspapers and public posters, it is sent to some select prospective
customers whose list is prepared on the basis of their higher potential as customers. The
purpose of a sales letter is to make the reader feel the need for an item and make him buy it.
3ou take something desirable and convert it into a necessity; or you take a necessity and
arouse a desire for it.
)uidelines for (rafting a $ales Letter
sales letter, being a form of advertising, is framed on the principles of buyer psychology. "t
aims \ to grab the reader%s attention and eventually make him buy your product.
The time-honoured formulas for a sales pitch are coded as 6, or ",<#
- ttention
" - "nterest
,-,esire
- ction /r
" - "nterest
, - ,esire
< - <onviction
Q ction
&i' "t must get the reader%s attention by an effective appeal to his needs and desires,
&ii' "t must reveal the benefit of your goods or services to the reader,
&iii' "t should sound convincing. This is done by facts and figures, naming satisfied userR
revealing die kind of technology used, the years of e*perience you have, the accreditations
you have, free trials, etc.
&iv' "t must make the reader act and make it easy for him to do so. @e may use the phone or
email,
to get in touch, or read your website, or visit your showroom or mail a postal order coupon,S
The buying should be facilitated and the letter must tell how this is done. "
(rafting a $ales Letter on the Principles of #1(#
12 #ttracting attentionE catchy and novel phrase that goes directly into the reader%s
interestS and desires is re!uired to get his attention. "n many cases this is the only sentence
that is read. @erat in minimum words the letter writer has to hook the customer to his sales
talk.
Tips
J Begin with the customer and know what he wants.
J (tress value addition.
J There is little room for going of the sub9ect.
J ,raft letters according to the different customer categories.
J 0ake things easy to understand.
(ome attention-getters are#
&a' By asking a !uestion -
J Do $ou reach ho!e tired&
J Interested in !aking Rs. '(,((( a !onth&
&b' By offering bargains -
J )enefits worth Rs. *,((( on a +rand new ,a%io car
K/ur list of satisfied and repeat-order clients includes ma9or government corporations like...
and importers from 0alaysia, BraAil, fghanistan, Dapan and "taly.K (uch a standing will
surely put the customer at ease and he can rely on the e*perience of reputd names.
@owever, in a sales letter it is against law to make false or e*aggerated claims, and the words
use for promotion must be backed up by performance.
>2 Induce action! The closing note of a sales letter is an appeal for action and that too
withoit delay, before the effect of the sales pitch wears off. /r before the opportunity to buy
is over. 3ou ca use phrases like this#
J ,o send for a free prospectus now. Write or ring...
J If $ou a%ai" of this offer +efore -(.
1
/une, $ou can get the +enefit of our specia" 1(0
discount.
J 1he free !usic s$ste! on our car is on"$ ti"" the stocks "ast. ,o hurr$ up.
J 2i"" in this order coupon and post it toda$ with a DD for Rs. 1(((.
3 1o su+scri+e, a"" $ou ha%e to do is, fi"" up the rep"$4paid postcard and pa$ the postr! on
de"i%er$.
(pecimen (ales Letters
s we go to write sales letters, we must remember that the reader is looking for his benefit
and tin reason why. This has to form the meat of your letter.
12 # sales letter pro*oting a *agaFine
,ear 0r. Iushwaha
The 0orld-on-a-plate *agaFine
.o other magaAine delivers the world to you in 657 pages month after month as (T/)"<
does..
To be well-informed today, you need to know about the important people, places and events
that concern you and influence your life in a hundred ways.
<ome, be a part of the global family and read about the future of the planet, the new
emperors of entertainment, the scientific feats that are transforming lives, the habits you need
to worry about, how to en9oy deeper marital bliss, where are the best workplaces for your
talents...and a lot more.
/ur e*pert editors choose for you from their wide e*perience. The inaugural issue of
(T/)"< had a record sale of 6,6C,777 copies off the counters.
This amaAing magaAine is offered to you at )s. F77 per year &individual issue )s. EG' with no
risk to you. "f at any point you are dissatisfied with the reading you get, you can cancel the
subscription and get refund for the undelivered issues.
ll you have to do is fill in the attached subscription coupon and mail it to us in the
accompanying post paid cover. 3ou can pay the postman on delivery of the first issue.
"ne thing *ore2 If 0e recei3e your su:scription :efore '1-1A-AA<D
you will have a free gift of a >-)("(T alarm clock. 3ou also stand a one-in-G7 chance to
win a pair of $LT)/."< sunglasses.
3ours (incerely,
0r. (hah.
5. # sales letter offering a ne0 product
,ear (hri (unil (a*ena
#lar* cloc/ that 0ill ring on till you 0a/e up
There are times when all of us shut down the wake-up alarm and go back to sleep - and miss
the train.
?ortunately, this need not happen to you now - the new >-)("(T alarm clock has a
mechanism by which it gives a repeat alarm every five minutes for one hour. 1hat is more,
its sound is so soft and musical that you wake up from sweet dreams to a sweet day.
"n the rushed modern life, in which stress slows you down and time limits push you fast,
>-)("(T comes as a blessing to keep you ticking right on time. "t uses advanced (wiss
technology from the home of great watches, and melodies from musical maestros. "t runs on
one ine*pensive pencil cell for about si* months of normal use and is greatly shock proof.
This revolutionary time-teller is a must for every house, a faithful companion in travel, and
comes in F7 handsome designs.
1e enclose a list of dealers in >-)("(T and you will find one right in your town at a
convenient location. Be among the first to get there and race ahead of time.
Truly yours
>adma Ihetan
0arketing <ounsellor
Letter: Job Related Letters
LETTER +#LLIN) # +#N(I(#TE -"R INTER8IE7
The letter calling a candidate for interview is essentially a direct - approach, good news
letter, Through it the candidate comes to know that, out of so many applications received by
the employer application figures among the short-listed ones.
n interview letter must clearly state the following points #
J )eference to the application:written test;
J Time, date and place of the interview;
J The authority before whom the candidate has to appear;
J ny instructions regarding the interview.
$a*ple letter!
P8$ Ltd
,ear 0r:0s ....,
1e appreciate your interest in 9oining our company and thank you for your applications 67
Duly, 5778 for the post of -*ecutive ssistant.
"n this connection we are pleased to inform you that you are re!uired to appear for a D2?D
sonal interview with the +eneral 0anager on G ug, 688H at B p.m. sharp.
Iindly bring all your original certificates and testimonials. .o T.. or ,.. will be paid for
this purpose.
(incerely,
0r. 0ehta
0anager
T,#N? - Y"U LETTER -"LL"7IN) T,E INTER8IE7
candidate is well advised to write a thank-you letter after an interview. "t is 9ust a i
courtesy, but it goes a long way in strengthening his case. "t shows his interest in the9obi
ability to get along with people.
thank-you letter should be short and written in the direct order. "t should begin witlmpi of
gratitude for the favour of interview. .eedless to say it should end on a goodwill note.
$a*ple letter!
To,
0r. 0ehta,
>N( Ltd,
0umbai.
,ate# 6G
th
Duly 5778
(ub9ect# 1ith reference to your letter calling for an interview.
,ear (ir:0adam,
" heartily thank you for the time you gave me yesterday. 3ou were indeed so helpful and
encouraging.
s re!uired by you " am sending with this letter photocopies of all my testimonials
e*perience certificates.
" look forward to the possibility of my 9oining your team before long.
3ours faithfully,
0s. >riya +ill
7RITIN) # -"LL"7 UP T" #N #PPLI+#TI"N
/ften, for some unknown reason, the applicant may not receive a reply to his application
letter. (ome employers are not very !uick to respond. (ometimes the application may also
get lost. The applicant will naturally be an*ious to find out what action has been taken in this
regard and write a follow-up letter to the prospective employer.
letter is in the form of a direct en!uiry, short, courteous and sounding somewhat urgent.
writer may use the need to make a 9ob decision as an e*cuse for making such an en!uiry.
To,
0r. 0ehta,
>N( Ltd,
0umbai.
,ate# 6G
th
Duly 5778
(ub9ect# 1ith reference of seeking the status of my application for an interview.
,ear (ir:0adam,
s the time is approaching fast when " must make a 9ob decision, may " know the status of
my employment application with youM
3ou may recall, you interviewed one for the post of -*ecutive ssistant in your office on B7
Duly. 6 was given to understand that " was among the few candidates selected for further
consideration.
3ours is an organiAation " would like to consider in making my career decision. "%ll very
much appreciate an early reply.
3ours faithfully,
0s. >riya +ill
LETTER -R". # PR"$PE+TI8E E.PL"YER T" # RE-EREE
Before sending the letter of appointment the employer may like to seek information from a
referee &ling the selected candidate%s integrity, honesty, suitability for the post or any other
thing. ll communication in this regard is treated as strictly confidential.
letter to a referee is therefore an information-seeking letter. (o the writer must be clear
about formation he is seeking from the person whom the candidate has named in his
application can vouch for him. (uch persons generally fall in the following categories.
; The candidate%s present employer, The head of the institution that the candidate last
attended, c' n e*pert in the candidate%s area of specialiAation:skills:course of study, and %'
n influential person in industry or society.
(ometimes the candidate is sent a form-letter which he is supposed to give to the referee for
his The referee will then send it to the employer in a sealed envelope. 1henever such an is
made the referee must send his reply as soon as possible. 1ithholding the reply may it the
candidate a new opportunity.
$a*ple letter as/ing for reference!
(hri ..(. >radhan,
0anager
>rakash "ndustries Ltd, )ailway )oad,
0eerut,
,ear (hri >radhan,
+"N-I(ENTI#L
0iss $sha +upta of 6F:B7, .ew -state, 0odipuram, working as a Typist in your c has
applied for the position of a steno-typist with us. (he has given us your name as her referee.
The Board of ,irectors, in their recent meeting, have decided to appoint 0iss $sha from 6st
Duly, 5778... "n the meanwhile we wish to know from you, in confidence, your opinion her
competence, ability, sincerity, honesty, trustworthiness and general character.
1e shall be obliged to receive any other information relating to 0iss $sha%s employment
with you.
3ours faithfully,
).I. +arg,
0anaging ,% ector
+upta -ngineering <o. &>' Ltd.,
sample favourable reply from a referee
,ear 0r.0ehta,
+"N-I(ENTI#L
)e # ppointment of 0iss $sha +upta
>lease refer to your letter of 6Gth Duly seeking our opinion about 0iss $sha +upta i applied
for the post of a steno-typist in your company,
0iss $sha has been working with us for the last three years. (he is a lady of goodc9 ter and
has been found to be thoroughly honest. s regards her work and efficie was 9ust trying to
come up to our e*pectations. @owever, since she has taken up a i course in shorthand, so as
to enhance her capabilities.
3ours sincerely,
).I. +arg,
LETTER OF APPOIT!ET
letter of appointment is essentially a direct approach, good news letter. The good news in
the very beginning of the letter. )eference may be made to the candidate%s interview
e*amination and group discussion followed by personal interview or the <.N, on the basis of
which an offer may be made. "t is an information- giving letter covering the following points.
J <ongratulations to the candidate appointed : the employer%s pleasure in makin
J The date and time of 9oining.
J The nature of duties.
J (ervice conditions including duty hours, salary, allowances, per!uisities etc.
J The name :designation of the person to whom he is supposed to report for dat to be
answerable,
J )e!uesting the appointee to convey his acceptance of the offer.
$a*ple appoint*ent letter
P8$ Ltd
,ear >u9a;
1e are pleased to offer you the position of a >roduction ssistant in our organiation effect
from 6 pril, 688H at the following terms and conditions.
Ter*s "f $er3ice
$alary! 3ou will be paid a consolidated salary of )s. C,777:- per month.
,ouse Rent #llo0ance ! 3ou will be paid a @ouse )ent llowance of )s. 5,777:- per
month from the date of your appointment.
Pro:ation ! 3ou will be on probation for a period of si* monihs from the date of your
appointment. /n satisfactory completion of this period of probation you will be confirmed in
our organisation and a fresh letter of appointment will be issued to you,
)eneral! 3ou will not engage yourself directly or indirectly in any services or business other
than that of the company. 3ou will strictly observe and adhere to the rules and regulations of
the <ompany as now applicable or will be applicable:enforced from time &time in future.
3ou will also be e*pected to devote your whole time and attention to Jduties to promote the
interests of the company.
+onfidentiality ! 3ou will maintain all information:documents:materials gathered by you
ring the course of your employment in strict confidence. 3ou will not copy or make notes of
such information:documents e*cept in con9unction with your work for the company. 3ou
will not divulge to anyone outside the company or use any of the information:
documents:materials gathered during the course of your employment for your own or anyone
else%s benefit, e*cept that of the company%s either during or after the term of your
employment with the company. The aforesaid obligation shall also apply to pro-
letary:confidential information:documents of third parties received by you or the company in
the normal course of your employment with the company.
+opyright ! The copyright in all the work product i.e. literary, artistic, photographic, n,
videos, graphic, news or other work, documents, material and other tangible prop-written by
you:generated by you during the course of your employment shall be and remain the
e*clusive property of the company. 3ou shall return the same to the company on termination
of your employment or at such earlier time as re!uested by the company. The work product
shall be the e*clusive property of the company and the company shall be free to deal with the
same in such manner as it deems fit. <onditions pertaining to ownership of copyright shall be
determined in accordance with the <opy-right ct, 68GE. ny infringement of the co!pan$'s
copyright in the said work by you %oo"d amount to a misconduct which would result in the
termination of service with penal conse!uences, apart from you being liable to be tried in the
local courts in accordance with law.
Responsi:ility ! 3ou will be responsible for the safe keeping and return, in good condition
and order of all the properties and e!uipment of the company which may be in your use,
custody or charge.
>lease sign and return the duplicate copy of this letter as your agreement to abide by the
conditions listed here and in the (ervice )ules and )egulations of our <ompany which are
enclosed
1ith Best wishes,
3ours sincerely,
0r 0ehta,
+-.-)L 0.+-)
" have read the conditions mentioned in this letter and the (ervice )ules and )egulations our
<ompany which " accept without any reservation.
(ignature#.........................
.ame # ............................
,ate#
;"G #++EPT#N+E 1+"N$ENT LETTER
9ob acceptance or consent letter is a favourable response, direct approach letter. "t should,
be a brief letter covering the following points #
JP Thanks to the appointing authority.
J greeing to abide by the conditions of service.
J "f necessary, mention the date and time of 9oining.
(ome organiAations take the candidate%s acceptance on a copy of the appointment letterS the
letter reproduced above
$a*ple letter !
To,
0r. 0ehta,
>N( Ltd,
0umbai.
,ate# 5B
rd
Duly 5778
(ub9ect # Dob consent letter
)espected (ir;
" thank you for your offer of appointment. " hereby agree to abide by the terms and
conditions of service contained in your letter )ef............. of...................
" will be reporting for duty on ........................ in the forenoon.
3ours faithfully,
>u9a +ill.
;"G RE-U$#L LETTER
9ob refusal letter is an indirect approach letter. The writer of such a letter is well begin with
a friendly comment or a few words of gratitude to the authorities for having made an offer.
Then the refusal should follow in clear yet positive words. "n the end, the writer in a word
must put up of thanks or friendly talk.
$a*ple Letter !
0umbai
To,
0r. 0ehta,
>N( Ltd,
0umbai.
,ate# 5G
th
Duly 5778
(ub9ect# Dob refusal letter.
)espected (ir;
"t was indeed a pleasure meeting you at +urgaon. " was deeply impressed by thew the people
" met there and the pleasant atmosphere in the entire office.
" was especially impressed to receive the generous offer of appointment sent by you.T have
loved to 9oin your team had " not, in the mean while, accepted another 9ob." thank you again
for the kind and courteous treatment shown to me.
3ours faithful,
>u9a +ill
E9tension of pro:ationary period
$a*ple Letter
P8$ Ltd
0umbai
To,
0s >u9a +ill,
,ate# 5G
th
Duly 5778
(ub9ect# E9tension of pro:ationary period
,ear >u9a;
ccording to the terms of your appointment your present probationary period e*pires on
/ctober. @owever, " am to inform you that the Board has e*tended your probation for a
period of B months from the 6st .ovember ne*t. This provides you an opportunity to come
our e*pectations.
>lease note that the terms of your appointment remain the same in the e*tended period of
probation and your services will be confirmed at the end of the probationary period if your
progress is found to be satisfactory.
Truly,
0r. 0ehta,
>N( Ltd.
+onfir*ation of ser3ices
$a*ple Letter
P8$ Ltd
0umbai
To,
0s >u9a +ill,
,ate# 5G
th
Duly 5778
(ub9ect# <onfirmation /? (ervices
,ear >u9a;
" am pleased to convey to you the Board of ,irectors% )esolution confirming your services
in the >urchase ,epartment from 76
st
ugust.
3ou will now be drawing your salary in the grade ......... 3ou are also entitled to the
>rovident ?und (cheme of the <ompany and the various kinds of leave and 0edical Benefits
are available to the other confirmed staff of the company.
" am sure you will continue working with the same efficiency with which you impressed the
,irectors during the probation period. " wish you a satisfying and rewarding future in the
company.
3ours sincerely,
0r. 0ehta,
>N( Ltd.
Pro*otion Letter
$a*ple Letter
P8$ Ltd
0umbai
To,
0s >u9a +ill,
,ate# 5G
th
Duly 5778
(ub9ect# Pro*otional Letter2
,ear >u9a;
" am pleased to inform you that you have been promoted as (ecretary in the (hares
,epartment of the company. 3ou are re!uested to take charge of the new assignment on
6Gthugust. "n taking this decision, the Board of ,irectors have placed on record their
appreciation of U the efficient, competent and sincere performance of your duties during the
last E years, accept my hearty congratulations on your promotion.
3our salary-scale in the ne*t cadre will be ...... and from 6Gth Duly. 3our basic salary will be
fi*ed at ........in the said scale. 3ou will also be entitled to all other allowances and
applicable to the -*ecutive (taff- "" of the company. /ther service conditions ren changed.
>lease acknowledge receipt of this letter.
3ours sincerely,
0r. 0ehta,
>N( Ltd.
Resignation
$a*ple Letter
0umbai
To,
0r. 0ehta,
>N( Ltd,
0umbai.
,ate# 5G
th
Duly 5778
(ub9ect# )esignation Letter
)espected (ir;
" hereby heartily thank you and all my colleagues in the 0arketing ,ivision of this
organiAation that " 9oined a year ago as a 0anagement Trainee. ,uring this period " have
learnt alot and gained a lot of confidence. " can safely say that this organiAation is a veritable
institution where people learn to grow.
/n the basis of my e*perience and e*pertise gathered here " am now getting an opportunity
to 9oin )anba*y Laboratories as the sstt. 0anager &(ales' w.e.f. 6st ugust 5778.
Therefore, this letter of mine be be treated as my resignation.
" re!uest you to kindly relieve me of my duties on B6st Duly so that " may take up new 9ob on
6st ugust. 0ay " hereby also assure you that 6 shall look forward to every opportunity to be
of any help that 6 could render to my friends here.
Best wishes and regards.
3ours faithfully,
>u9a +ill
Insurance Letter
5 letter to the "nsurance company to assess the loss by fire.
P8$ Ltd
0umbai
To,
The "ncharge,
L"<,
)espected (ir:0adam;
1e are to intimate to you that a fire broke out in our godown at 6G, (adar , Thana)oad, last
night, 56st Duly, 5778. The fire service personnel did their best to control the fir and
minimise the loss to the stocks.
1e re!uest you to kindly send your valuer to assess the loss and arrange for an early
settlement. 1e are lodging a separate claim in the mean time.
>lease look forward to an early action and fair settlement.
3ours faithfully,
>u9a +ill.
The insurer%s reply to the above.
P8$ Ltd
,ear (ir,
1e acknowledge your letter of ............... and are very sorry to read about the damage
caused by fire in your godown.
1e are here to help you. 0r. ).+.rora, our fire surveyor, should already be on his way to
complete %on the spot% survey. @e carries instructions to act as fast as possible. 3our claim
will be taken up for further action immediately on receipt of his report.
0eanwhile, kindly fill in the enclosed forms to help us get a complete picture. 3our co-
operation with our surveyor to collect all relevant facts will be of great help to us.
3ours faithfully,
>u9a +ill
P8$ Ltd
,ear >u9a;
1e have received our surveyor%s report on the damage caused by fire in your godown ,
on,,,,.,.,.......... The claim forms submitted by you have also been processed and we find them
correct in all respects.
ccording to the report of our surveyor, the damage to your property is estimated at )s.
H7,G77. ccordingly, we have enclosed a che!ue on <anara Bank, .ew ,elhi, for )s. H6,EG7
in full settlement of your claim, including )s. 6CG7 paid by you towards the cost of
e*tinguishing the fire. >lease send us a receipt for the said amount.
1e have also enclosed a fresh proposal form for renewal of insurance cover for your
godown. Iindly return it to us duly filled in all respects along with a che!ue for the
premium.
3ours faithfully,
0r. 0ehta
I*port E9port Letter
?")#?U$,# H +".P#NY
5B, <entral (treet,
Tokyo Tel. &/' 222222 ?a*. 222222
6G
th
Danuary, 577G
,ear (ir
Thanks for your in!uiry about I/+I$(@ machines. s re!uested by you, we enclose
our latest illustrated catalogue and price list. 3ou may please refer to the pictures, diagrams
and functions given therein. ll these machines are patented by us and hence uni!ue. They
are sure to put you ahead of the competition in your country. They are guaranteed for one
year.
s the rate list informs, we give a GO trade discount on them, valid upto B6 0arch 577G. The
shipment is against an irrevocable letter of credit through our bankers Bank of Tokyo. 3ou
may state your documentary re!uirements. 1e would like to inform you that we sell these
machines to BC countries.
1e look forward to the pleasure of doing business with you.
3ours faithfully
For KOGAKUSHA & Co.
Imura Tobo
Marketing Director (International
Insurance Letters
Letter to an insurance co*pany inquiring a:out the ter*s and conditions for fire
insurance
RELI#GLE IN(U$TRIE$ LI.ITE(
)egd. /ffice# 5, Ianpur @ouse, +andhi (treet
0$0B"-C77776
)ef. .o. (-675
The 0anager,
B< "nsurance <ompany,
5C .ariman >oint,
0$0B"
68
th
ugust 577G
,ear (ir
/ur company intends to take out a fire insurance policy to insure goods worth )s. E7,77,777.
1e re!uest you to send us the relative proposal form along with your terms and conditions.
3ours faithfully
>. I. >atil
+eneral 0anager
"ood #ill Letters
Sout$ern %an& Limited
e' (el$i
!"
r#
$ul% !&&'
Dear Mr. A(u)a*
+our election a, t(e -re,i#ent o. t(e Sout( /0ten,ion Tra#er1, A,,ociation 2a, a great
ne2,. -lea,e acce3t our congratulation, on t(i, occa,ion.
T(i, 3o,ition i, a be.itting culmination o. %ear, o. %our ,el.le,, ,er4ice to t(e
im3ro4ement o. t(e Sout( e0ten,ion market an# t(e 2el.are o. t(e tra#ing communit% in
general . T(e a,,ociation (a, #one it,el. great ,er4ice b% electing %ou a, t(e -re,i#ent.
I am ,ure t(at un#er %our lea#er,(i3 t(e a,,ociation 2ill 3ro,3er a, a co(e,i4e unit
committe# to t(e 2el.are o. t(e member, a, 2ell a, t(e ,ociet% at a large.
+our, ,incerel%5
)ondolence Letters
,ear 0r. +uglani;
" was shocked to read in todays Times /f "ndia that one of your shops was gutted in the last
evenings fire in (adar BaAar. "t is indeed such a misfortune, especially when ,iwali is round
the corner. " hope nobody is in9ured. Iindly let me know immediately if " can be of some
help. /ur shop at ,harampeth and the godown is always available for you. (ince the repair
work at your shop will take !uite some time you could temporarily do business at either of
our premises. 1e are 9ust a call away.
ll of us are with you in this time of need.
3ours sincerely,
Letter Of )ondolence
,ear Bhagat;
1e are all shocked to learn of the sad demise of your revered father this morning. 1e have
no words to e*press our feelings after learning this. 1e can only say that we are all with you
in this time of need, and pray for peace to the departed soul of uncle.
>lease let us know if any kind of help is re!uired we would be more than happy to help you
and stand by you in this time of need.
3ours sincerely,
BUSINESS COMMUNICATION
NOTICE
Introduction6 A Notice: Its Nature
1e find notices in our personal as well as professional life. They can be formal or informal.
Their purposes can be such as advising, informing and warning. notice can be inserted
&given' in the newspaper. But it is different from an advertisement, ?or e*ample, an
advertisement may be commercial but a notice is a general piece of information. (imilarly,
an advertisement can be written in catch words but a notice is in plain worlds and mostly in
complete sentences.
#eaning of a Notice
notice can be defined as a written or printed piece of information shown publicly. notice
can be a format made for conveying the same information to many people. The lay-out, tone
and the presentation of a notice are very important. To show notices on a notice-board is an
ideal way of giving out information which is not: confidential. The notice board can be kept
clean and up-to-date.
Reasons for Writing Notices
.otices are written for various reasons. (ome of them are# iV to inform people to do or not
to do certain things. ft to instruct or warn people about certain things. ift to advertise
something.
K. to give special information to people at places like railway stations, hospitals, schools
and colleges.
=ualities of a Good 7otice
.otices are necessary and important. (o they should be effective. ?or this purpos we have to
keep in mind the following factors. They are the !ualities of a good notice
i. good notice is accurate, clear and brief.
ii. "t is correct, unambiguous, appropriate and in a polite language.
iii. . "t contains short words and short sentences,
iv. "t has an attractive lay-out. dull lay-out makes a notice difficult to read.
v. "t has separate paragraphs for separate ideas. (o it can be understood easily,
vi. good notice is interesting and attractive.
vii. "t is reader- friendly.
viii. The siAe of the paper is neither too small nor too big.
i*. The type or writing is be bold.
*. "t reveals its content clearly and impressively.
<ontents of Formal Notice of Meeting
The contents of a formal notice of meeting can be given as follows#
6. ,raw an outline
5. The word ./T"<- in bold and in the centre if the outline.
B. .ame of the organiAation or meeting.
C. >lace of the meeting.
G. ,ate of the meeting. &e*treme right'
F. Type of the meeting &-*ample# <ommittee meeting'
E. Title
H. >urpose of the meeting. /f these, K>laceK and KtimeK factors are important.
-very idea or detail to be highlighted in a new paragraph.
8. <losing signatures, &along with the designation, e*treme right'
67. <omplete the outline.
The notice must be circulated or put up at a suitable place. (imilarly, ample time should be
given to people so that they may be able to attend the meeting. +enerally, notices are
circulated two weeks in advance.
-*ample
I!agine $ourse"f to +e the ,ports ,ecretar$ of $our co""ege. Write a notice to +e put upon
$our co""ege 7otice )oard, regarding the 5nnua" ,ports !eeting to +e he"d in the ne8t week.
nswer
N"TI+E
,r. mbedkar <ollege
.agpur
67
th
pril 5778
#nnual $ports .eeting
This is to inform all the students that the colleges nnual (ports meeting is to be held on the
5G
th
of pril at 66#77 am in the ssembly @all.
ll the concerned are re!uested to attend the meeting and be on time.
)a9an >al,
(ports (ecretary.
#)EN(#
General: Meaning of an Agenda
<onducting meetings is an essential feature of any professional body. /n W occasion of such
a meetings, we come across printed agendas of the concern meeting. "t is a list of the items to
be discussed at the meeting. "t is genera prepared by the secretary of.theWWbgdy in
consultation with the chairperson. The cop# of the agenda are distributed among the
committee members before the meeting starts.
Wa$s of writing an Agenda
1hile writing an agenda, the following are to be followed#
>rior to 7riting an #genda
6. To make a list of the persons who are going to attend the meeting.
5. To make a list of the topics which are to be discussed.
B. To modify the list of the topics.
C. To think over the motives for choosing the topics. (uch motives are like seeking
information or making a decision.
G. .ot to cram the agenda with too many points.
?inaliAing the #genda
6. To make a last of possible ob9ectives for the meeting.
5. To review the agenda with the ob9ectives in mind.
B. To choose one or two ob9ectives and to make the final list of the topics and the persons.
C. To put the topics in a logical order.
G. To finaliAe the agenda.
2or!at of an Agenda
n agenda has typical form. "ts standard format will have the following parts#
i. @eading# This includes the name of the body holding the meeting, the kind of the
meeting, the place of the meeting and date and time of the meeting.
ii. pologies for absence.
iii. 0inutes of the previous meeting.
iv. 0atters arising from minor items.
v. (pecial items#
These items have origin in the following#
J 0inutes of the previous meeting.
J "tems received from members.
J <orrespondence, action and events since the last meeting.
J The chairperson and other officers.
vi, <orrespondence related to the particular items of business.
vii. ny other Business# This gives a chance to the members to discuss after agenc is
prepared.
viii. ,ate of the .e*t 0eeting# The date which is convenient for ma9ority ofti members is
chosen.
Language of an Agenda
The language of an agenda depends on its type. The outline skeleton of an agenda has cryptic
language. /nly phrases and not sentences are used here. But in a new informative agenda the
mi*ture of phrases and sentences is used. (imilarly, t important features of the language of
an agenda are#
1. Brevity or -conomy
5. <larity
B. )elevance
C. "nformativeness.
?araleeya +o-operati3e Ltd
<hembur
general meeting for all the members of Iaraleeya <o-operative Ltd, <hembur,
0umbai has been scheduled for the 56
st
0arch 5778 at 67#77 am in the Board )oom.
$/eleton agenda .ore infor*ation agenda
6. <onfirmation of
minutes of previous
meeting.
@e minutes of the previous meeting are
attached, which was held on 6H
th
,ecember
577H. &substract 87 days from the todays date
of meeting and add the time and place of the
meeting of your choice'
5. pologies for absence. 0embers apologiAe their absence.
B. 0inutes of previous
meeting.
The minutes of the previous meeting to be
discussed in brief.
C. 0atters rising. 6' )escheduling of work timings
5' ,istribution of work loads among various
departments.
G. <onsensus. <onsensus# The members must agree to a
decision consensually
F. nalysis of survey. The data : results of the survey reviewed and re
analysed
E. ?urther plan of action. The further course of action is discussed.
H. ,ate of ne*t meeting. The date of ne*t meeting, is to be finalised.
8. Note /f Thanks The Note of thanks will be presented.
0r. Ihan,
(ecretary.
Minutes
0inutes may be defined for our purpose as the written record of the proceedings, business
transacted, and decision arrived at, by a meeting of the directors or shareholders of a
company. "n brief, the minutes are an authoritative record of the business of the meeting. "n
other words can also be defined as
0inutes are the written record of important discussions held and decisions taken at the time
of a meeting. 0inutes usually contain the main points of discussion, the conclusions reached,
tasks given to individual members and such other factors. They are generally written by the
secretary of the organisation. 0inutes are written to serve as an aid to memory. They also act
as a means of information for the members who were absent at the meeting.
The essentials of good minutes-writing are:
12 #ccuracy! s the minutes may subse!uently be re!uired as evidence in court of law, they
must be accurate. ny inaccuracy in the minutes is fatal to their value and usefulness.
2 -ree fro* a*:iguity! 0inutes should give the full terms of resolutions and avoid over
-condensation, lack of clarity or in e*actness. ,ates, numbers, amounts, !uantities, etc., must
be clearly stated, and documents must be clearly identified. "f the meeting gives any direction
or instructions to be carried out, the officials receiving such directions or instructions must be
named or otherwise described, so as to indicate with certainty that are intended.
'2 Precision and conciseness! 0inutes must be brief but comprehensive. They must set out
e*actly what was done and no more, so that members who were absent may, by reading
them. fully understand what was done at the meeting. They should not be overburdened with
redundant statements or matters.
>2 +o*pleteness! 0inutes should be complete so that it may be safely assumed that any
matter not mentioned in the minutes was not dealt with.
42 Inde9! 0inutes should be inde*ed for ready reference. convenient arrangement is to
give each minute a marginal title consisting of a few words &e.g. ?inance, Borrowing,
ppointment of 0anaging ,irector, etc.', and to number all minutes consecutively right
throughout the book. This greatly facilitates cross-referencing.
<2 Use of past tense! The past tense should be used to narrate things that happened at the
meeting, viA. K"t was reported that,K and past perfect tense for things that happened prior to
the meeting, KThe chairman reported that the company had sent an application on.............to
the <ontroller of <apital "ssues seeking his approval to the issue of bonus shares, etc.K
.inutes should al0ays :e loo/ed on as legal docu*entsE they should contain no more and
no less than what is really necessary. "t is customary to record in the minutes votes of thanks
to the chairman, directors, staff, etc.
.inutes consist *ainly of resolutions and narrations2 The former consists of decisions of
the meeting, arrived at by voting upon a motion. resolution should be minutes in the form.
K"t was resolved that..,......K "f, as is often the case at Board meetings, a decision is arrived at
by common consent without voting, it may be recorded in the form K"t was agreed that......K
.ot all items of business re!uire resolutions to record them, e.g. recording that the minutes
of the previous meeting were read and signed by the chairman, or recording the vote of
thanks to the chair. .arrations record items of business not calling for the framing of a
formal resolution. These are known as minutes of narration. (ome items of business do
re!uire formal resolutions and are known as minutes of resolution, e.g. where the ct or the
articles re!uire that some acts or transactions shall only be on the authority of resolutions
passed at a general meeting or a Board meeting. (ome minutes are recorded partly by
narration and partly by resolution.
<ontent of the .inutes
The minutes generally contain the following items#
i. .ame of the organisation.
ii. ,ate, time and place of the meeting.
iii. (erial number of the meeting.
iv. <hairman%s name.
v. 0embers names.
vi. 0inutes of the last meeting.
vii. (ummary of discussions and decisions taken
viii. ,ate of the ne*t meeting.
Examle
The following e*ample of the minutes of a meeting gives us an idea of the content and nature
of the minutes#
G#R"N +LUG
.#RUTI .#NIILD )L#RE R"#( GY+ULL#D
.U.G#I
.INUTE$ 9
meeting of the -*ecutive <ommittee of the Baron <lub, 0umbai, was held at the 0aruti
0anAit, +lare )oad at C p.m. on 57
th
of (eptember 6888.
>resent# 0r. +andhar <haubai, <hairman,
0r. (ameer (hivgar,
0s. ,urva Iulkarni,
0r. kshay >endse, (ecretary -
bsent# 0r. >rashant ,i*it,
0r. )avi Ihanna
6' +onfir*ation of the .inutes of the Pre3ious .eeting! The minutes of the -*ecutive
<ommittee 0eeting held on ugust C,688H which had been circulated to members, and on
which no comments had been received, were taken as read and approved, and signed by the
chairman.
5' Life .e*:ership! The application of (hri. @arish 1ankade for the life membership was
placed before the committee. The secretary pointed out that (hri. 1ankade had sent a che!ue
for )s. B,777 and that the he had been a member of the club for the last five years. @e was,
therefore, !ualified to be admitted to life membership of the <lub. The following resolution
was then passed unanimously.

B' #ppoint*ent of an accountant! The secretary reported that the work of the club had
considerably increased. @e proposed that a full time accountant be appointed. The
<ommittee approved the secretary%s proposal and directed him to take necessary steps for the
appointment of an accountant in the pay scale of )s. 5B77-B7-G77-BG-CFG7.
C' #nnual )eneral Gody .eeting! "t was decided to hold the nnual +eneral Body
0eeting on ?ebruary C, 6888, for approval of annual accounts, audited, and issue notice to
members.
The meeting ended with a vote of thanks to the <hairman.
0r. +andhar <haubai, 0r. kshay >endse,
<hairman (ecretary
!"E## "ELEA#E#
To keep the public or a target section of it properly informed about a company%s activities,
especially those of news value, it has to issue timely press releases. "n these, mass media
reporters are given the company%s version. These releases are mailed, handed personally in
the media office &to newspapers, magaAines, TN channels, radio etc.' or presented at a press
conference. The conference, whether in a hotel or a press bureau, allows the reporters to ask
!uestions and clarify things even better. <ompanies use various methods to induce the
newspapers to print their version. This may be by giving simultaneous ads &the bigger the ad,
the more the coverage to the press releaseS' or through samples, customary gifts, etc.
Nature of a Press Release
(ince it is meant for creating a news item or influencing an editorial, a press release is
primarily informative and persuasive.
6. "t is generally given on the company%s letterhead by a responsible officer &>)/, general
manager etc.'.
2. "t incorporates accurate, official information with names, places, figures, endorsements.
B. (killed writers or ad agencies are employed for writing press releases.
C. 0ost newspapers have a business page where the press releases appear after conversion,
into news items. (ome companies try to give a draft that may be straightaway used as a
news item, editing the press release from the newspapers% point of view. @owever, most
companies prefer to use their own formula.
G. "f it is to promote a product, the,", formula &ttention, "nterest, ,esire, ction' is
uset$ 9 press release is usually supported by an ad either the same day or thereabouts. The
terse and appealing message of the ad and the detailed message of the news &based on
release' supplement each other%s functions.
F. press release can be supported by signed documents, statements, etc. which help "
convince the newspaper about the truth of the release.
E. To get the press releases a good coverage, a company needs to maintain cordial with the
media.
H. The >) department hXX to follow up after giving a press release to ensure that it is
reportsS, duly and accurately. (ome omissions can be critical to the company%s image and
interests instance, if a report omits the fact that the product is technologically the best &to;
competing products and get their ads', the >) department has to get active.
8. press release is part of a comple* >) operation and re!uires much activity before, i
alongside to make the best impact.
-unctions of a Press Release
press release is as much an opportunity for a company as a duty. "ts chief functions are#
J "t is an instrument of timely mass information. "t can inform the public about the formation
of a business house, its e*pansion, reorganisation, merger, collaboration, relocation, new
appointments, etc. >ress release at the time of a new share issue &initial public offer' can
influence the fate of the issue and the company together.
J "t helps to remove misinformation. ?or instance, when bird flu had struck, press releases
told how safe chickens were for eating. This controlled the panic reaction of the public and
prevented the destruction of thousands of birds.
J (ince a press release is presented through a reportorial third party &newspaper etc.', it may
carry greater convincing power than an ad.
J 1hile ad space is limited and e*pensive, a news item based on a press release allows the
company to talk at length about itself.
J By devising something newsworthy every now and then, a company can remain in the news
with regularity. "t is an age of Kpublish or perish.K
J ?acts have the convincing power of cold logic. 1hile these may look umimpressive in ads,
they are the meat of a news report. Therefore, the facts in a press release are a necessity for
winning public confidence.
J "n times of strike, accident etc., if loud leaders carry the public opinion, a press release,
supported by an intellectual medium, takes the wind out of them.
J >rompt and accurate press releases are a duty the company owes to its shareholders,
investors, clients, franchisees, distributors, dealers, etc. -ach has his own interest angle, as a
user, dependant or financial partner, and he looks to the outcome of press releases. press-
mart company naturally surges ahead.
+o*posing and (eli3ering Press Releases
This is a 9ob for persuasive writers. "n organising a press release, the following points may be
noted#
6. "t should be prompt.
2. "t should select the mass media to cover all concerned readers, viewers, etc.
B. The headline itself should sum up the story. Dust as many readers browse only headlines,
the news editor may also glance at a press release caption and decide about it.
C. good headline should be followed up by a lead &opening line' that gets into the heart of
the story. This will keep the editor interested enough to read it through.
G. (ince the news editor is an intellectual, he may not be impressed by gimmicky headlines
or leads. They should appeal to hi!:her.
F. "t should not hurt any interest group or the news editor%s sense of values.
E. "t should be neatly typed and be free from errors.
H. @ow a press release is presented is also important. "t should get as close as possible to the
decision-maker &about publishing it'. "n a newspaper office, it should reach the specialised
desk and find the functionary in a favourable mood about it.
8. n ignored and delayed press release serves no function. @ence press cooperation has to
be sought and there has to be a follow-up.
67. (ome press releases are in two parts - a letter re!uesting the editor to publish it, and then
the release itself.
66. The language of a release has to follow all the principles of effective writing discussed
elsewhere &in chapters on letter writing and report writing' such as clarity, conciseness,
completeness, use of simple language, and of course the sales formula &where applicable' of
",.
?"N- important facts to be delivered in a >ress )elease#
1ho
1hat
1hen
1here
@ow
1hy
(pecimen >ress )eleases
12 Press release for infor*ing the pu:lic a:out the safety of eating chickens
$o%ering letter
(adar,
.ew ,elhi.
The -ditor
The Times of "ndia
.ew ,elhi
,ear (ir
To inform the public correctly about the safe food value of our chickens, we enclose a write-
up giving the facts. 1e re!uest you to publish it in your daily at the earliest, as the matter
affects thousands of workers, dealers, chicken consumers and birds.
1e trust you will, as always, support the cause of truth.
Thanks.
3ours faithfully
>ublic )elations /fficer
-ncl. >ress )elease
Enclosure

Press Release
8I)"UR chic/ens disease-free and safe food
<hicken consumers will be glad to note that they can go on with their favourite food as long
as they stick to N"+/$). N"+/$) chickens are grown in the bird-flu free state of @aryana.
?rom the farm to the shopping bag they move in hygienic conditions. /ur farms, spread over
hundreds of acres of clean land, are backward integrated# there is centralised supervision of
every stage of production using stringent !uality control of international standards.
?or better information of our consumers, we also inform them that at temperatures of E7Y and
above, the bird-flu virus cannot survive, hence food habits that ensure this &as in most "ndian
homes' automatically stay free from bird-flu. "n case of any !uestions, the en!uirers may
visit us at www.vigourfarm.com or ring at **** ***.
.E."R#N(U.
memo is an important method of internal communication. "t is used internally only,
memo may be from one officer to another or between 9uniors and seniors. (ome
organisations insist that even small events and re!uests be recorded in the form of memos.
"ts advantages are#
J "t is a simplified form of communication.
J 1hen things are in writing, they are !uite clear and leave no room for doubt or
ambiguity.
J "t helps in fi*ing the accountability of the sender and receiver.
J 1ith a written communication in hand, the receiver gets time and facility to think and
act.
memo is meant to inform or to persuade. "t should clarify the writer%s purpose and answer
the receiver%s needs. /therwise it fails as a tool of communication.
,o0 to 0rite an effecti3e *e*o! s in business letter writing &<hapter ?ive', there are
three stages of memo drafting# pre-writing, writing, review.
Pre-0riting! nswer the four key !uestions involved. 1hat is the goal of this memoM 1ho
will receive itM @ow many points should it cover and howM 1hat action is desired from the
receiverM
7rite! 1rite down the memo in a systematic order. ttach any enclosures, photocopies, etc.
that are necessary.
Re3ie0! -dit it for clarity, accuracy and brevity. )emove any errors of grammar, typing,
facts, etc. 0ake sure it will go to all concerned.
+uidelines
6' ,raw an outline.
5' .ame of the company, in the centre and in Bold.
B' 0-0/).,$0
C' ,ate
G' To# & The person:s for whom this memorandum:a is:are being issued. &name Z
designation'
F' ?rom# &The person issuing the 0emorandum'. &name Z designation'
E' )eference .o#
H' (ub9ect# line describing in a gist about the memo.
8' -*treme left start the matter to be written.
67' <c:Bcc &if any' &e*treme left'
67' <losing (ignatures. &e*treme left', &name Z designation'
(olved -*ample#
Specimen memo from t$e mana*in* director to t$e customer relations officer for not
attendin* to a customer complaint

)O!PE+ )ORPORATIO
!E!ORA(,!
,ate# 6 Dune 577F
-ro* #-. The 0anaging ,irector
To# The <ustomer )elations /fficer
Ref#0,-67F
$u:6ect! +o*plaint fro* Pyra*id .eg a stores
The <hief 0anager of >yramid 0egastores has 9ust telephoned me that his written complaint
dated 5H 0ay about the colour printers in their store remains unattended by us. 3ou must be
aware that they are a valued customer of ours and their work of promotions is hampered.
1hen we are on a business drive, you will surely appreciate that good after-sales service and
satisfied customers form a ma9or boost to this drive. " trust you will resolve the complaint
without further loss of time and keep me informed.
<c
0r Ihan,
@)0 0anager
0s. .eha 0alhotra,
0anaging ,irector
!"S#IONS
$% ' >repare a Press Release cautioning and notifying the public against the unauthorised use of
your companys trade mark.
&% '. meeting of the Board of ,irectors of the 0otilal /swal +roup was held on G
th
?ebruary
5766, at its corporate office. "magining that you were the sectary of the meeting and in
attendance, draft out a detail *inutes of the meeting, assuming the following agenda#
G.76 )eading of the 0inutes of the >revious meeting
G.75 -lection of the Nice <hairperson
G.7B ppointment of uditors
G.7C ppoint bankers to the company
G.7G <onsider the seal of the company.
G.7F ny other matter with the permission of the chairperson.
=B. ,raft an #genda for 0editrena @ospitals assuming the following details# c!uisition of
land, ppointment of uditor, )eading of report, /pening of new branch at +oa, >rocurement of
funds. &"nvent all the necessary details re!uired'.
'% Draft a (ell crafted E-mail directed in res)onse to *om)laint and +rie,ance
re-istered a-ainst the unsatisfactory ser,ices )ro,ided by your .otel% / In,ent the
necessary details0
1% 2rite a Sales Letter )romotin- a ne(ly o)ened -ym in the city%
3% ,raft a J.e*orandu*K to the (cience department of the college stating that the
"ntercollegiate ?unction is to be held.