UNIVERSIDADE ESTADUAL DE SANTA CRUZ UESC

DEPARTAMENTO DE LETRAS E ARTES

LEA Writing Business Letters
PROF TATIANY PERTEL
April, 16th, 2009
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Activity 1. Read the following guide for information on how to write different business letters carefully. The examples of
the business letters were taken out on purpose. Those were placed at the end of the hand out. As an activity, after
reading the guide try to find out which example/sample business letter matches each type.

Writing Basic Business Letters

The basics of good business letter writing are easy to learn. The following guide provides the phrases that are usually
found in any standard business letter. These phrases are used as a kind of frame and introduction to the content of
business letters. By using these standard phrases, you can give a professional tone to your English business letters.
The Start
Dear Personnel Director,
Dear Sir or Madam: (use if you don't know who you are writing to)
Dear Dr, Mr, Mrs, Miss or Ms Smith: (use if you know who you are writing to, and have a formal relationship
with - VERY IMPORTANT use Ms for women unless asked to use Mrs or Miss)
Dear Frank: (use if the person is a close business contact or friend)
The Reference
With reference to your advertisement in the Times,
With reference to your letter of 23 rd March,
With reference to your phone call today,
Thank you for your letter of March 5 th .
The Reason for Writing
I am writing to inquire about
I am writing to apologize for
I am writing to confirm
Requesting
Could you possibly ?
I would be grateful if you could
Agreeing to Requests
I would be delighted to
Giving Bad News
Unfortunately
I am afraid that
Enclosing Documents
I am enclosing
Please find enclosed
Enclosed you will find
Closing Remarks
Thank you for your help. Please contact us again if we can help in any way.
Thank you for your help. Please contact us again if there are any problems.
Thank you for your help. Please contact us again if you have any questions.
Reference to Future Contact
I look forward to :
o hearing from you soon.
o meeting you next Tuesday.
o seeing you next Thursday.
The Finish
Yours faithfully, (If you don't know the name of the person you're writing to)
Yours sincerely, (If you know the name of the person you're writing to)
Best wishes,
Best regards, (If the person is a close business contact or friend)
 NOTE: The initials at the bottom of the letter indicate who the letter is from followed by who typed the letter - for
example: from Kenneth Beare typed by Ron Easton = KB/re

Sample Letter
Here is a sample letter using some of these forms:
Ken's Cheese House
34 Chatley Avenue
Seattle, WA 98765 Your Companys address
Tel:
Fax:
Email: kenny@cheese.com
October 23, 2006
Fred Flintstone
Sales Manager
Cheese Specialists Inc. Adressee
456 Rubble Road
Rockville, IL

Dear Mr Flintstone:
With reference to our telephone conversation today, I am writing to confirm your order for: 120 x Cheddar Deluxe Ref.
No. 856.
The order will be shipped within three days via UPS and should arrive at your store in about 10 days.
Please contact us again if we can help in any way.
Yours sincerely,
Kenneth Beare
Director of Ken's Cheese House
KB/re

1. Writing Inquiries - Asking for Information

We write an inquiry when we want to ask for more information concerning a product, service or other information about
a product or service that interests us. These letters are often written in response to an advertisement that we have seen
in the paper, a magazine, a commercial on television when we are interested in purchasing a product, but would like
more information before making a decision.
Remember to place your or your company's address at the top of the letter (or use your company's letterhead) followed
by the address of the company you are writing to. The date can either be placed double spaced down or to the right.
Important Language to Remember
The Start:
Dear Sir or Madam
To Whom It May Concern - (very formal as you do not know the person to whom you are writing)
Giving Reference:
With reference to your advertisement (ad) in...
Regarding your advertisement (ad) in ...
Requesting a Catalogue, Brochure, Etc.:
After the reference, add a comma and continue - ... , would (Could) you please send me ...
Requesting Further Information:
I would also like to know ...
Could you tell me whether ...
Signature:
Yours faithfully - (very formal as you do not know the person to whom you are writing)
An Example of Inquiry Letter

2. Responding to Inquiries and Requests for Information

It is very important to make a good impression when responding to inquiries from potential customers. Of course, the
best impression will be made by providing the materials or information that the perspective client has asked for, this
positive impression will be improved by a well written response.
Remember to place your or your company's address at the top of the letter (or use your company's letterhead) followed
by the address of the company you are writing to. The date can either be placed double spaced down or to the right.
You can also include a reference number for correspondence.
Important Language to Remember
The Start:
Dear Mr, Ms (Mrs, Miss VERY IMPORTANT use Ms for women unless asked to use Mrs or Miss)

Thanking the Potential Customer for His/Her Interest:

Thank you for your letter of ... inquiring (asking for information) about ...
We would like to thank you for your letter of ... inquiring (asking for information) about ...

Providing Requested Materials:

We are pleased to enclose ...
Enclosed you will find ...
We enclose ...

Providing Additional Information:

We would also like to inform you ...
Regarding your question about ...
In answer to your question (inquiry) about ...

Closing a Letter Hoping for Future Business:

We look forward to ... hearing from you / receiving your order / welcoming you as our client (customer).

Signature:
Yours sincerely (remember use 'Yours faithfully' when you don't know the name of the person you are writing
and 'Yours sincerely' when you do).

Example Letter (Responding to Inquiries and Requests for information)

3. Writing Sales Letters

The following letters introduce products for sales.
Useful Key Phrases
Are you having trouble ...
This is why it is important to have ...
At X, we have the skills and experience to ...
May we stop by and offer you a FREE estimate of how much it would cost to ...
If so, give us a call at X and set up an appointment with one of your friendly operators.
Example of Sales Letter

4. Writing Letters of Acknowledgment

The following letters acknowledge the receipt of various items.
Useful Key Phrases
I hereby acknowledge the receipt of the following documents...
I am acknowledging receipt of...
It will be brought to his attention immediately upon his return.
If I may be of any assistance..., please do not hesitate to call.
Example Letters
Example of Acknowledgment of Receipt

Example of Acknowledgment of Letter

Placing Orders
The following letters place product orders.
Useful Key Phrases
Would you please send ...
According to your website / magazine / leaflet, ...
COD (cash on delivery)

Example Letter (Placing Orders)

5. Writing Claim Letters

The following letters make claims against unsatisfactory work.
Useful Key Phrases
As someone who has worked with ...
We were very disappointed to find / see / have discovered ...
As our written agreement stipulated, we expected ...
I think you will agree that a communication problem exists.
We would like you to ..., or provide us with a refund.
Example of Claim Letter

6. Writing Claim Adjustment Letters

The following letters adjust claims against unsatisfactory work.
Useful Key Phrases
I was very disappointed to read your letter of ... dealing with ...
As someone who values your business, I have already ...
Also, we will deduct another X percent of the bill for the misunderstanding.
Thank you for your patience.

Example Letter (Claim adjustment Letters)

7. Writing a Cover Letter when Applying for a Job

The cover letter should always be included when sending your resume or CV for a possible job interview. This letter of
application serves the purpose or introducing you and asking for an interview. Here is an outline to writing a successful
cover letter. To the right of the letter, look for important salutation notes concerning the layout of the letter signaled by a
number.

Cover Letter Outline

2520 Vista Avenue (1)

Olympia, Washington 98501 Important Salutation Notes
April 19, 2001 (1) - Begin your cover letter by placing your address first,
followed by the address of the company you are writing to.
Mr. Bob Trimm, Personnel Manager (2) (2) - Use complete title and address; don't abbreviate.
Ideas Inc.
587 Lilly Road (3) - Always make an effort to write directly to the person in
charge of hiring.
(4) -Always sign letters.
Dear Mr. Trimm: - (3)
Opening paragraph - Use one of the following to bring yourself to the attention of the reader and make clear what job
you are applying for:
a) Summarize the opening
b) Name the opening
c) Request an opening
d) Question the availability of an opening
Middle paragraph(s)- Use one of the following in each of your middle paragraphs to provide the reader with plenty of
reasons to invite you to an interview:
a) Education
b) Work experience
c) Ability to work with others and/or alone
d) Interest in your field
e) Interest in the company
f) Responsibilities in previous positions
Closing paragraph - Use the closing paragraph to ensure action on the part of the reader.
The last paragraph needs to help ensure that action is taken. You can ask for an interview appointment time, stating
that you will be happy to come to the employer's office when convenient. Make it easy for the reader to follow-up by
providing your telephone number and email address.
Sincerely,
Kenneth Beare (4)
Enclosure
Example Cover Letters
Here is an example of a sample cover letter written in response to an advertisement in the newspaper. Before taking a
look at the letter, here are some useful key phrases to use in your own cover letters.
Useful Key Phrases
I am writing to you in response to your advertisement for...
As you can see from my enclosed resume, my experience and qualifications match this position's
requirements.
I would like to point out... immediately upon his return.
During ...., I improved (furthered, extended, etc.) my knowledge of...,
I look forward to an opportunity to speak with you in person. (OR to speak with you personally)

Cover Letter: Example 1

Cover Letter: Example 2

8. Account Terms and Conditions

The following letter outlines the terms of a newly opened business account.
Useful Key Phrases
Thank you for opening an account with...
I would like to take this opportunity ...
Invoices are payable within ...
As..., I will be happy to answer any questions you may have regarding...
...and therefore encourage the use of...
We consider this incentive...

Example Letter (Account Terms and Coditions)

9. Writing a Complaint Letter

The complaint letter should be written in the business letter format. When writing a complaint letter you want to keep it
short and to the point to help ensure that your letter will be read in its entirety, if you write a seven page complaint letter,
it's highly unlikely that someone will sit down and read all seven pages.
The complaint letter should be addressed to the customer service/consumer affairs department or the head office if
there is no customer service department. The address and contact information of the customer service department
should be available on the company's products or website.
Complaint Letter format
In the first paragraph you should identify what the issue is and any relevant information that you believe is important. Be
sure to include the following information if it's applicable to the situation: the date/time of the issue, location, name of
person on duty, name of product, what the problem was, your account number, model number, price, warranty
information and reference number. Be sure to stick with the facts and avoid putting emotions into your letter.
The next paragraph should state what you would like done to resolve the situation. If you received poor service, you
could request an apology or a coupon. If a product malfunctioned, you could request that you could exchange the
product for a new one or request a refund.
The last paragraph should thank the reader for the time. You can also throw in some compliments about something you
liked about their company's product or service.
You should include your telephone number/e-mail address after your printed name so that they can contact you ASAP if
necessary.
Be sure to keep a copy of the letter for yourself and include photocopies of any relevant documents and enclose them
with your letter.

Example of Complaint Letter

 UNIVERSIDADE ESTADUAL DE SANTA CRUZ UESC
DEPARTAMENTO DE LETRAS E ARTES
LEA Writing Business Letters
PROF TATIANY PERTEL
April, 16th, 2009
..............................................................................................................................................................................................

Activity 1. Match these examples of business letters with the 9 different types of business letters

_______________________________________________________________________________________________
65 Market Street
Val Haven, CT 95135
June 30, 2004
Customer Service
Cool Sports, LLC
8423 Green Terrace Road
Asterville, WA 65435

Dear Sir or Madam:

I have recently ordered a new pair of soccer cleats (item #6542951) from your website on June 21. I received the order
on June 26. Unfortunately, when I opened it I saw that the cleats were used. The cleats had dirt all over it and there was
a small tear in front of the part where the left toe would go. My order number is AF26168156.

To resolve the problem, I would like you to credit my account for the amount charged for my cleats, I have already went
out and bought a new pair of cleats at my local sporting goods store so sending another would result in me having two
pairs of the same cleats.

Than you for taking the time to read this letter. I have been a satisfied customer of your company for many years and
this is the first time I have encountered a problem. If you need to contact me, you can reach me at (555) 555-5555.

Sincerely,

Signature

Ken Thomas

Document Makers
2398 Red Street
Salem, MA 34588

March 10, 2001

Thomas R. Smith
Drivers Co.
3489 Greene Ave.
Olympia, WA 98502

Dear Mr. Smith:

I was very disappointed to read your letter of August 17 dealing with the issue of incorrectly produced publicity leaflets.
As someone who values your business, I have already begun to find a solution to resolve this problem.

My top photographer will call you to arrange an appointment at your earliest possible convience to re-take photos in full
color. Also, we will deduct another 15 percent of the bill for the misunderstanding. Thank you for your patience.

Sincerely,
(signature here)

Richard Brown
President

RB/sp

Dear ____,

Thank you for opening an account with our company. As one of the leaders in this industry, we can assure you that our
products and our services will not disappoint you.

I would like to take this opportunity to briefly set forth our terms and conditions for maintaining an open account with our
firm. Invoices are payable within 30 days of receipt, with a 2% discount available if your payment is remitted within ten
(10) days of receipt. We consider this incentive an excellent opportunity for our customers to increase their profit
margin, and therefore encourage the use of this discount privilege whenever possible. We do, however, require that our
invoices be paid within the specified time, for our customers to take advantage of this 2% discount.

At various times throughout the year we may offer our customers additional discounts on our products. In determining
your cost in this case, you must apply your special discount first, and then calculate your 2% discount for early
payment.

As the credit manager, I will be happy to answer any questions you may have regarding your new account. I can be
reached at the above number. Welcome to our family of customers.

Yours sincerely,

Kenneth Beare
Director of Kens Cheese House

May 23, 1999

Mr. Jack Brown,

Director
Used Books Online
Seattle, WA 98795

Dear Mr. Brown:

Would you please send me the following used books via COD? According to your Web site, orders need to include the
title, author, and publisher.

Title: "Driving Home"

Author: Peter Lawford
Publisher: Jackson and Co.

Title: "Landscaping for Fun"

Author: Janet Patterson
Publisher: Nature Ltd.

Title: "Christmas Myth"

Author: Margaret Smith
Publisher: Smoothers

Thank you very much,

(signature here)

Fred Finkleham,
Professor, OUS
FR/to

2520 Vista Avenue

Olympia, Washington 98501
April 19, 2001

Mr. Bob Trimm, Personnel Manager

Importers Inc.
587 Lilly Road

Dear Mr. Trimm:

I am writing to you in response to your advertisement for a Legal Assistant specializing in Port Regulatory Law, which
appeared in the Seattle Times on Sunday, June 15. As you can see from my enclosed resume, my experience and
qualifications match this position's requirements.

I especially would like to point out that I graduated Cum Laude from The University of Tacoma and was hired directly
upon graduation due to my expertise in port authority regulations.

During the four years that I worked for Shoreman and Co., I further deepened my knowledge of the fast changing
regulatory laws in our state. My employer also thought highly enough of my abilities to promote me to head legal
researcher after my first year of employment.

I look forward to an opportunity to personally discuss the position with you. I will call you within the next five days to
arrange an interview.

Sincerely,

Kenneth Beare

Enclosure

Kenneth Beare
2520 Visita Avenue
Olympia, WA 98501

Jackson Brothers
3487 23rd Street
New York, NY 12009

September 12, 2000

To Whom It May Concern:

With reference to your advertisement in yesterday's New York Times, could you please send me a copy of your latest
catalogue. I would also like to know if it is possible to make purchases online.

Yours faithfully

(Signature)

Kenneth Beare
Administrative Director
English Learners & Company

Dennis Jackson
Marketing Director
Jackson Brothers
Document Makers
2398 Red Street
Salem, MA 34588
March 10, 2001

Thomas R. Smith
Drivers Co.
3489 Greene Ave.
Olympia, WA 98502

Dear Mr. Smith:

Are you having trouble getting your important documents formatted correctly? If you are like most business owners, you
have trouble finding the time to economically produce good-looking documents. This is why it is important to have a
specialist take care of your most important documents.

At Documents Makers, we have the skills and experience to come in and help you make the best possible impression.
May we stop by and offer you a FREE estimate of how much it would cost to get your documents looking great? If so,
give us a call at and set up and appointment with one of your friendly operators.

Sincerely,

(signature here)

Richard Brown
President

RB/sp

Dear ______

Because ______ is out of the office for the next two weeks I am acknowledging receipt of your letter dated May 20,
l983. It will be brought to his attention immediately upon his return.

If I may be of any assistance during Mr. Jones' absence, please do not hesitate to call.

Yours Sincerely,

________

2520 Vista Avenue

Olympia, Washington 98501
April 19, 2001

Mr. Bob Trimm, Personnel Manager

Importers Inc.
587 Lilly Road

Dear Mr. Trimm:

Please accept this letter as an expression of interest in the position of Areas Sales Manager

I have enclosed a copy of my resume for your review. I am familiar with the requirements for success in the Sales
profession and believe I possess the right combination of marketing and management skills.

My current position coordinating two local area sales teams has provided the opportunity to work in a high-pressure,
team environment, where it is essential to be able to work closely with my colleagues in order to meet sales deadlines.
Thank you for your time and consideration. I would welcome the opportunity to personally discuss my potential
contributions to your company with you. Please telephone me at after 4.00 p.m. to suggest a time that we may meet. I
look forward to your reply.

Sincerely,

Kenneth Beare

Enclosure

Drivers Co.
3489 Greene Ave.
Olympia, WA 98502
August 17, 2001

Richard Brown, President

Document Makers
Salem, MA 34588

Dear Mr. Brown:

As someone who has worked with your company for over 3 years, we were very disappointed to see the documents
you produced for our latest Drivers Co. publicity campaign.

As our written agreement stipulated, we expected full color leaflets with fancy explanatory texts, but instead, we found
that black and white photos had been included in the prepared leaflets. I think you will agree that a communication
problem exists.

We would like you to send out a photographer to provide us with the promised color coverage, or provide us with a
refund.

Yours truly,

(signature here)

Thomas R. Smith,
Director

TRS/lj

Jackson Brothers
3487 23rd Street
New York, NY 12009

Kenneth Beare
Administrative Director
English Learners Company
2520 Visita Avenue
Olympia, WA 98501

September 12, 2000

Dear Mr Beare

Thank you for your inquiry of 12 September asking for the latest edition of our catalogue.

We are pleased to enclose our latest brochure. We would also like to inform you that it is possible to make purchases
online at http:\\jacksonbros.com.
We look forward to welcoming you as our customer.

Yours sincerely

(Signature)

[date]

I hereby acknowledge the receipt of the following documents from the firm of [firm] :

____________________________

[Signature of Client]

Activity 2: Youve just seen an advertisement for a job vacancy on the need for a business administrator in a
Hotel in London. You have decided to apply for the job. Write a cover letter introducing yourself and asking for
an interview. Follow the guide to write a cover letter in response to this ad you found in the newspaper and the
proper format of a cover business letter.

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