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  1. 3. <ul><li>To provide convenient & inexpensive means of communication without personal contact. </li></ul><ul><li>To seek or give information. </li></ul><ul><li>To provide a record for future reference. </li></ul><ul><li>Making a lasting impression. </li></ul>
  2. 4. <ul><li>To widen the approach of the business: </li></ul><ul><ul><li>to reach any place at any distance </li></ul></ul><ul><li>An authoritative proof: </li></ul><ul><ul><li>a letter signed by a responsible person, is an authoritative proof of what is said in it. </li></ul></ul><ul><li>Building goodwill: </li></ul><ul><ul><li>customer-company relationship, holding present customers and capturing new one. </li></ul></ul>
  3. 5. <ul><li>1. personal </li></ul><ul><li>2.non-personal </li></ul>
  4. 6. <ul><li>A.1.Enquiries and replies; </li></ul><ul><li>2.order and execution; </li></ul><ul><li>3.Credit and status enquiries; </li></ul><ul><li>4.Complaint and adjustments; </li></ul><ul><li>5.collection letter. </li></ul>
  5. 7. <ul><li>B.1.Circular Letter; </li></ul><ul><li>2.Sales Letter. </li></ul><ul><li>C. 1.Bank Correspondence; </li></ul><ul><li>2.Insurance Correspondence; </li></ul><ul><li>3. Import-export Correspondence; </li></ul><ul><li>4.Agency Correspondence. </li></ul>
  6. 8. <ul><li>D.1.Application Letters; </li></ul><ul><li>2.Interview letters, references, letters of appointment, conformation, promotion. </li></ul><ul><li>E. 1.Correspondence of company secretary; </li></ul><ul><li> 2.Coorespondance with State and Central Government. </li></ul>
  7. 9. <ul><li>1.Promptness: </li></ul><ul><ul><li>Respond to the letter on the day it is received. </li></ul></ul><ul><li>2.Knowledge of the subject: </li></ul><ul><ul><li>includes knowledge of the past correspondence, sender’s details, firm’s details etc </li></ul></ul><ul><li>3.Appropriateness: </li></ul><ul><ul><li>vary the tone and language of the letter according to the need of the occasion. </li></ul></ul>
  8. 10. <ul><li>4.Accuracy, completeness and clarity: </li></ul><ul><ul><li>check all facts, figures, statements while including them in your letter. </li></ul></ul><ul><li>5.Courtesy: </li></ul><ul><ul><li>we must ask for favours politely and express our gratitude for the favours done. </li></ul></ul><ul><li>6.Pesuasion: </li></ul><ul><ul><li>what you say is to their advantage </li></ul></ul>
  9. 11. <ul><li>7.Conciseness: </li></ul><ul><ul><li>do not load your letter with irrelevant details. </li></ul></ul><ul><li>8.The ‘YOU’ attitude: </li></ul><ul><ul><li>Avoid all I’s and We’s and include as many as YOU’s as possible </li></ul></ul><ul><li>9.Positive and pleasant approach: </li></ul><ul><ul><ul><ul><li>Avoid No’s and Sorry’s. No can be mentioned as “Another Time” and for “Sorry” -“I Will Try” </li></ul></ul></ul></ul>
  10. 12. <ul><li>The language used should be familiar. </li></ul><ul><li>The Formal Style is now outdated: </li></ul><ul><ul><li>worlds like attached here to, your letter of even data….etc are now avoided. </li></ul></ul>
  11. 13. <ul><li>“ A letter is looked at before being read” </li></ul><ul><li>I . Stationary: </li></ul><ul><li>1.Paper: </li></ul><ul><ul><li>Letter should be typed in bond paper. </li></ul></ul><ul><li>2.Size: </li></ul><ul><ul><li>Standard sheet measuring 11”x8 1/2” </li></ul></ul><ul><li>3.Colour: </li></ul><ul><ul><li>Most business letters are written on white paper with black print. </li></ul></ul><ul><ul><li>Now coloured papers are also used. </li></ul></ul><ul><ul><li>Envelope should be made of matching material to make it impressive. </li></ul></ul><ul><ul><li>The envelope is seen by the receiver even before it is read. </li></ul></ul>
  12. 14. <ul><li>4.Letter Head: </li></ul><ul><ul><li>the first page is typed on a letter head. </li></ul></ul><ul><ul><li>letter head usually occupy 2” at the top of the page. </li></ul></ul><ul><ul><li>The following information is neatly printed: </li></ul></ul><ul><ul><ul><li>Full name of the firm or the individual </li></ul></ul></ul><ul><ul><ul><li>Address </li></ul></ul></ul><ul><ul><ul><li>Pin code </li></ul></ul></ul><ul><ul><ul><li>Telephone no or mobile no </li></ul></ul></ul><ul><ul><ul><li>Fax no </li></ul></ul></ul><ul><ul><ul><li>Email address </li></ul></ul></ul><ul><ul><ul><li>Home page address </li></ul></ul></ul>
  13. 15. <ul><li>II. Typing: </li></ul><ul><li>The advantages of electronic methods are: </li></ul><ul><ul><li>The letter can be repeatedly edited until the writer is fully satisfied. </li></ul></ul><ul><ul><li>Visuals like graphs tables bar charts can be incorporated in the letter </li></ul></ul><ul><ul><li>Typing errors can be removed before final printouts are taken. </li></ul></ul><ul><ul><li>Copies could be made easily and clear, bright and impressive as the original letter </li></ul></ul>
  14. 16. <ul><li>III. Margins, Blank space at the top and bottom: </li></ul><ul><ul><li>The typed part should look balanced with the blank part. </li></ul></ul><ul><ul><li>For long letters :single spacing is proffered. </li></ul></ul><ul><ul><li>For short letters: double spacing is preferred. </li></ul></ul><ul><ul><li>Double space between the paragraph is always good. </li></ul></ul>
  15. 17. <ul><li>IV. Use of continuation sheets: </li></ul><ul><ul><li>Letter head is used for the first sheet. </li></ul></ul><ul><ul><li>Second and subsequent pages continuation sheets are used. </li></ul></ul><ul><ul><li>Continuation sheets should be of the same quality and colour paper as that of the letter head. </li></ul></ul><ul><ul><li>Indicate the name of the addressee , page no and the date on the mew page </li></ul></ul>
  16. 18. S.K Reddy & Co -2- November19,2010
  17. 19. <ul><li>v. Folding of the typed letter: </li></ul><ul><li>Letters are often send in window envelope. </li></ul><ul><li>While folding the letter we must consider 3 aspects: </li></ul><ul><ul><li>Size of the paper </li></ul></ul><ul><ul><li>Size of the envelope </li></ul></ul><ul><ul><li>No of enclosures </li></ul></ul>
  18. 20. <ul><li>1.Heading </li></ul><ul><li>2.Inside Address </li></ul><ul><li>3.Salutation </li></ul><ul><li>4.Body of the letter </li></ul><ul><li>5.Complimentary close </li></ul><ul><li>6.Signature </li></ul><ul><li>7.Reference initials </li></ul><ul><li>8.Enclosures </li></ul>
  19. 21. <ul><li>Contains information relating to the name of the firm and its address. </li></ul><ul><li>The following information will be provided: </li></ul><ul><ul><ul><li>The firm’s address </li></ul></ul></ul><ul><ul><ul><li>The firm’s name </li></ul></ul></ul><ul><ul><ul><li>The nature of the business </li></ul></ul></ul><ul><ul><ul><li>Telephone number </li></ul></ul></ul><ul><ul><ul><li>Telex number </li></ul></ul></ul><ul><ul><ul><li>Fax number </li></ul></ul></ul><ul><ul><ul><li>E-mail address </li></ul></ul></ul><ul><ul><ul><li>Web page address </li></ul></ul></ul><ul><ul><ul><li>The date </li></ul></ul></ul><ul><ul><ul><li>reference </li></ul></ul></ul>
  20. 22. <ul><li>Some firm’s prefer to put much of the information at the bottom of the letter head…..letterfoot. </li></ul><ul><li>But the firm’ name should always be at the top. </li></ul>
  21. 23. <ul><li>The name of the firm and address: </li></ul><ul><li>Usually given at the top centre or right side of the paper. </li></ul><ul><li>If the house no: or the street no: is being mentioned, no comma need be put after it: </li></ul><ul><ul><ul><li>Telephone: Fax: </li></ul></ul></ul><ul><ul><ul><li>PREMIER BOOK COMPANY </li></ul></ul></ul><ul><ul><ul><li>23 Daryaganj </li></ul></ul></ul><ul><ul><ul><li>New Delhi </li></ul></ul></ul><ul><ul><ul><li> OR </li></ul></ul></ul>
  22. 24. <ul><li>Telephone: Fax: </li></ul><ul><ul><ul><li>PREMIER BOOK COMPANY </li></ul></ul></ul><ul><ul><ul><li>23 Daryaganj </li></ul></ul></ul><ul><ul><ul><li>New Delhi </li></ul></ul></ul><ul><ul><ul><li> OR </li></ul></ul></ul><ul><li>Telephone: Fax: </li></ul><ul><ul><ul><li>PREMIER BOOK COMPANY </li></ul></ul></ul><ul><ul><ul><li> 23 Daryaganj </li></ul></ul></ul><ul><ul><ul><li> New Delhi </li></ul></ul></ul>
  23. 25. <ul><li>If the firm is carrying on some business not implied in its name, it may be desirable to add it just below the mane: </li></ul><ul><li>Telephone: Fax: </li></ul><ul><ul><ul><li>SULTAN CHAND AND SONS </li></ul></ul></ul><ul><ul><ul><li> Publishers and Booksellers </li></ul></ul></ul><ul><ul><ul><li>4792/23 Daryaganj </li></ul></ul></ul><ul><ul><ul><li> New Delhi </li></ul></ul></ul>
  24. 26. <ul><li>The date: </li></ul><ul><ul><ul><ul><li>Enables quick reference in future and helps in prompt action and orderly filing. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Includes day, month and year. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Written below the address or heading, leaving some space. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Typed starting from left margin or ending close to right margin. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>May be written as </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>23 rd July 2010 or 23 July 2010 or July 23, 2010 </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Do not use abbreviations for months and do not cut short the year as ’10 or ‘11 </li></ul></ul></ul></ul></ul>
  25. 27. <ul><li>Avoid the following styles </li></ul><ul><li>23-9-2010 or 23, Sept, 2010 or September 23rd, 2010 . </li></ul><ul><li>If using a company letterhead, date line should be typed three lines below heading </li></ul>
  26. 28. <ul><li>The reference: </li></ul><ul><li>The reference is printed below the date line if the date is written close to the left margin or on the same line in which the date is written near the right margin. </li></ul><ul><li>Helps in identifying the department and the section from which the letter is being sent. </li></ul><ul><li>The purpose is to enable replies to be linked with the previous correspondence and also to send replies to these letter to proper official or department. </li></ul>
  27. 29. <ul><li>1.Refernce No………. </li></ul><ul><li>2.Ref.No………. </li></ul><ul><li>3.In reply please quote……. </li></ul><ul><li>4.Please quote in future correspondence………. </li></ul><ul><li>(close to left margin) </li></ul>
  28. 30. <ul><li>Name and address of the firm or the individual to whom the letter is written. </li></ul><ul><li>Written below the reference line, leaving some space. </li></ul><ul><li>It should start from the left margin. </li></ul><ul><li>Should contain the same information that will be used on the envelope. </li></ul>
  29. 31. <ul><li>Modes of address: </li></ul><ul><li>a. Addressing individuals: </li></ul><ul><li>1 .’Mr.’ or ‘Shri’ is used for men, both married and unmarried. </li></ul><ul><li>2.‘Miss.’ for unmarried women. </li></ul><ul><li>3.’Mrs.’ or ‘Shrimati’ is used for married woman. </li></ul><ul><li>4.’Ms.’ can be used for both married and unmarried woman. </li></ul><ul><li>5.‘Messrs.’ (Messieurs) is used as plural for ‘Mr.’ </li></ul><ul><li>6.’Mmes’(Mesdames) is used as the plural for ‘Mrs.”. </li></ul><ul><li>Some married women prefer to be addressed by their husband’s name. </li></ul>
  30. 32. <ul><li>b. Titles of rank, such as ‘Sir’, ‘Reverend’, ‘Doctor’, ‘Professor’, ‘Colonel’, etc… </li></ul><ul><li>Dr. J.K. Joy, </li></ul><ul><li>M. Com., Ph. D. </li></ul><ul><li>Use either the title or ‘Mr.’ but not the two of them together </li></ul><ul><li>‘ Padmashri R. S. Lugani and ‘Mr. R. S. Lugani’ are correct but ‘Padmashri Mr. R. S. Lugani’ is wrong. </li></ul>
  31. 33. <ul><li>C. Use of ‘Messrs’ </li></ul>
  32. 34. <ul><li>It is the complimentary greeting with which the writer opens his letter. </li></ul><ul><li>Written below the inside address leaving some space and should start flush with the left-side margin. </li></ul><ul><li>May or may not end with a comma depending on the style adopted. </li></ul>
  33. 35. <ul><li>Commonly used salutation: </li></ul><ul><li>Sir these are rather formal and are used in </li></ul><ul><li>Madam official correspondence. not used commonly </li></ul><ul><li>Government officials, judges, editors of newspapers should be addressed as Sir or Madam. </li></ul><ul><li>Dear Sir commonly used. </li></ul><ul><li>Dear Sirs </li></ul><ul><li>Dear Madam </li></ul><ul><li>Dear Mesdames/Ladies/Gentlemen </li></ul>
  34. 36. <ul><li>A business firm consisting of ladies should be addressed as Dear Mesdames, Companies, Cooperatives, Corporations, Associations, Clubs, Committees, Boards should be addressed as Dear Sirs. </li></ul><ul><li>Dear Mr. Bhat </li></ul><ul><li>My dear Mr. Bhat used when there is a close </li></ul><ul><li>Dear Bhat </li></ul><ul><li>relation between the </li></ul><ul><li>MY dear Bhat </li></ul><ul><li> correspondents </li></ul>
  35. 37. <ul><li>When the address is in singular, the salutation should also be singular and when the address is in plural the salutation should also be in plural. </li></ul>
  36. 38. <ul><li>Salutopenings: </li></ul><ul><li>In the salutation line, they type the first few words of their opening paragraph, including the name of the addressee but omitting ‘dear’. The sentence is continued in the next line. </li></ul><ul><li>Salutation line Thank You, Mr. More, </li></ul><ul><ul><ul><ul><ul><li>Body for your enquiry regarding a new current account….. </li></ul></ul></ul></ul></ul>
  37. 39. <ul><li>Signature - It is written in ink, immediately below the complimentary close. As far as </li></ul><ul><li>possible, the signature should be legible. The name of the writer should be typed </li></ul><ul><li>immediately below the signature. The designation is given below the typed name. Where </li></ul><ul><li>no letterhead is in use, the name of the company too could be included below the </li></ul><ul><li>designation of the writer. For example: </li></ul><ul><li>Yours faithfully </li></ul><ul><li>For M/S Acron Electricals </li></ul><ul><li>(Signature) </li></ul><ul><li>SUNIL KUMAR </li></ul><ul><li>Partner </li></ul>
  38. 40. <ul><li>Enclosures - This is required when some documents like cheque, draft, bills, receipts, </li></ul><ul><li>lists, invoices etc. are attached with the letter. These enclosures are listed one by one </li></ul><ul><li>in serial numbers. For example : </li></ul><ul><li>Encl : (i) The list of goods received </li></ul><ul><li>(ii) A cheque for Rs. One Thousand dtt. Feb. 27,2003 (Cheque No........) </li></ul><ul><li>towards payment for goods supplied. </li></ul>
  39. 41. <ul><li>Copy circulation - This is required when copies of the letter are also sent to persons </li></ul><ul><li>apart of the addressee. It is denoted as C.C. For example, </li></ul><ul><li>C.C. i. The Chairman, Electric Supply Corporation </li></ul><ul><li>ii. The Director, Electric Supply Corporation </li></ul><ul><li>iii. The Secretary, Electric Supply Corporation </li></ul>
  40. 43. <ul><li>The word “Enquiry” refers to investigate or find out fact about anything . </li></ul><ul><li>In Business Correspondence it means asking for information about prices, quality, quantity and terms for supply of goods. </li></ul><ul><li>To buy goods at favorable businessman writes or corresponds with manufacturers or traders for the information about the price, quality, quantity and other details. These written letters about the information can be termed as “Letters of Enquiry”. </li></ul>
  41. 44. <ul><li>a) Solicited Enquiry – </li></ul><ul><li>This enquiry is request for information by the intending buyer after being convinced through any advertisement or communication from the seller or supplier. </li></ul><ul><li>These enquiries can be found in newspapers and magazines and is generally displayed as “for details contact…” which means that the intending buyer should write to the advertiser to seek for information or details. </li></ul><ul><li>If it is a letter of solicited enquiry then it is important to quote the source of enquiry in the beginning of a letter. </li></ul>
  42. 45. <ul><li>(b) Unsolicited Enquiry – This enquiry is the information asked by the intending buyer about desired goods or services without the influence of advertisement or seller’s advice. </li></ul><ul><li>(C)Enquiry for some favour: </li></ul><ul><li>(d)Routine enquiry: An enquiry made by an old buyer in the usual course of business. </li></ul>
  43. 46. <ul><li>Opening: </li></ul><ul><ul><ul><li>Open the letter with a clear statement that tells the reader why the letter is being written . </li></ul></ul></ul><ul><ul><ul><li>opening sentences: </li></ul></ul></ul><ul><ul><ul><ul><ul><li>we would be grateful to get details of your prices……. </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>We should be pleased to get information about the prices and terms on </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>which you could supply…… </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Please let us know whether you can supply… Please let us know on what price, terms and conditions you can supply … </li></ul></ul></ul></ul></ul>
  44. 47. <ul><li>1.state the purpose of your letter. </li></ul><ul><li>2.Request for price list, catalogue, etc.. </li></ul><ul><li>3.ask for samples and demonstration. </li></ul><ul><li>4.Tell the seller how you got his name. </li></ul><ul><li>5.State the details of your business and what you are interested in. </li></ul><ul><li>6.Ask for terms relating to discounts, credit, mode of delivery, packing etc.. </li></ul><ul><li>7.Give an idea of the quantity you needed in order to enable the supplier to quote the best possible price. </li></ul><ul><ul><li>If the request involves more than one question they should be listed clearly </li></ul></ul><ul><ul><li>. </li></ul></ul>
  45. 48. <ul><ul><li>Dont’s </li></ul></ul><ul><ul><li>Avoid lengthy and unnecessary statements. </li></ul></ul><ul><ul><li>Avoid repetitions </li></ul></ul><ul><ul><li>Avoid apologies- do not say: “We beg you to send….”, etc. </li></ul></ul>
  46. 49. <ul><li>Closing: </li></ul><ul><ul><li>The letter should be closed with a goodwill expression seeking an action-oriented response ,and specifying the action that the reader should take. </li></ul></ul><ul><ul><ul><li>We would really appreciate an early response. </li></ul></ul></ul><ul><ul><ul><li>Since our stocks are totally exhausted, kindly treat this enquiry as urgent. </li></ul></ul></ul>
  47. 52. <ul><li>Enquiries must be replied to promptly. </li></ul><ul><li>Hints: </li></ul><ul><ul><li>Refer to the date and /or number of the letter. </li></ul></ul><ul><ul><li>Thank the party for his letter and show appreciation for his interest in your company. </li></ul></ul><ul><ul><li>Answer, in a cheerful tone ,all the questions in the letter. </li></ul></ul><ul><ul><li>State the terms clearly and concisely. </li></ul></ul><ul><ul><li>State the time for which the offer is open if time is an important factor. </li></ul></ul><ul><ul><li>State whether the pricelist, catalogue etc are enclosed or they are sent separately. </li></ul></ul><ul><ul><li>Use some sales talk to simulate the interest of the buyer. </li></ul></ul>
  48. 53. <ul><li>A firm offer is an offer in which the seller undertakes to accept an order , at the price named and on the conditions stated only within a specified time. </li></ul>
  49. 54. <ul><li>After receiving the letter of enquiry from a prospective buyer, the sellers supply the relevant information by writing a letter that is called quotation letter. </li></ul><ul><li>These letters are written keeping in view the information asked for like price list, mode of payment, discount to be allowed etc.. </li></ul>
  50. 55. <ul><li>A tender is a written or formal offer to supply goods or do a job for an agreed price. </li></ul><ul><li>Tenders are always submitted in sealed covers by a specified time. </li></ul><ul><li>Offers are compared and jobs are assigned. </li></ul><ul><li>Organisation inviting tenders must include the following details: </li></ul><ul><ul><ul><li>The qualification of the people who will be responding to the tender. </li></ul></ul></ul><ul><ul><ul><li>Time and date by which the tender must be submitted. </li></ul></ul></ul><ul><ul><ul><li>The designation or the name of the authority to whom the tender has to be submitted. </li></ul></ul></ul><ul><ul><ul><li>Exact nature of the job/if the goods are to be supplied, specifications/descriptions/quantity of the goods. </li></ul></ul></ul><ul><ul><ul><li>Approximate cost/ expenditure involved. </li></ul></ul></ul><ul><ul><ul><li>Earnest money to be deposited. </li></ul></ul></ul><ul><ul><ul><li>Cost of the tender. </li></ul></ul></ul><ul><ul><ul><li>Address from where the details about the tender can be obtained. </li></ul></ul></ul><ul><ul><ul><li>The time at which the tender will be open. </li></ul></ul></ul>