The document provides guidance on writing effective adjustment letters in response to customer complaints. It outlines that an adjustment letter should acknowledge the customer's issue, accept responsibility where appropriate, and clearly explain the resolution or corrective actions being taken. Tips include addressing the reader by name, establishing the objective of informing them about the adjustment, and organizing information in a logical sequence. The letter should have a polite and solution-focused tone.

1. 1.Ayush Chouhan
2.Vivek Kumar Manjhi
3.Aditya Patel
4.Amish Gour
5.Rahul Joshi
6.Aaditya Butoliya

3. Asalesletterisapieceofdirect
mailwhichisdesignedtopersuade
thereader topurchasea
particular productorservice inthe
absenceofasalesman.Ithasbeen
definedas.‘
DEFINITION:-"Aform ofdirect mail
inwhichanadvertiser sendsa
letter toapotentialcustomer”.
3

4. :- A sales letter aimsatreachingthereaderto purchasetheproduct.
:- Introductionandmarketingofnewproductsandservices.
:- Toreachpotential customers.
:- Expansion ofthe market.
4

6. :- A sales letter is less
expensive.
:- Reach a client where a
salesman cannot.
:- Reach a number of
clients all at the same
time.
:- Ease of understanding
and availability of full
details.
:- More convenient,
efficient, and 6

8. Headline: Here the writer wants to grab the
reader’s attention toward the main purpose
of the letter.
Introduction: It is the introductory paragraph.
Introduction in the sales letter provides the
details of the product or the service. It also
provides the reader with the cost, quality,
saving and other related information.
Body: Here the writer builds his credibility.
The writers provide with the worth of the
product, its difference from other similar
products, a list of satisfied customers, terms
of contract etc.
Call to Action: In this section, the writer asks
for the reader’s response and can express the
gratitude. It also includes various details like
8

9. Heading/Headline
organization letterhead
or
Sender’s name
Name of organization
Address
Date
Name of the client
address
Greetings/ salutation (i.e. dear, to whomsoever it may concern)
the introductory paragraph ( attention seeking paragraph
for introduction of service or product).
Second paragraph(like the limited offer, discounts)
Third paragraph(contact details)
closing salutation
Signature line 9

11. From,
SYT Appliances
Kanpur
Uttar Pradesh.
22 July 1776.
To,
Manas Bhatnagar
General Manager
RMTP Ltd
Kerala.
Subject: sales proposal letter.
Senders
address
Receiver
address
subject
11

12. Dear Sir,
I am proud to introduce to you our company SYT Appliances
and Applications. We have been in the business of the sale of
electronic equipment and software for the last ten years. We
are glad to inform you about the good quality and national
reputation of our products and services. It will be our
pleasure to provide you with our products at reasonable
prices and cater to your technical needs.
Our new launch is an accounting system management
system. This system has been designed by our competent
engineers who have taken into consideration the needs of
business firms operating today, including legal compatibility.
If you would like to purchase the applications, we are happy
to provide you with a free demonstration. We are expecting
a positive response.
GREETING
B
O
D
Y12

13. Thanking You.
Sincerely,
___________
Varun Kumar
SYT Appliances and
Applications.
CLOSING
SALUTATION
13

15. :- Introduce the ideas in a way that compels the reader to take
a positive action.
:- Introduce yourself and the product well.
:- Be clear in what you are offering.
:- Choose your words as per the targeted audience.
:- Always use a headline.
:- Make the first sentence of each paragraph count.
:- Use of font styles, font sizes, bullets, and numbering etc.
:- Use relevant statement showing the credibility of the product.
:- Suitable closing sentences.
:- Proper and complete details of the *product and
availability.
:- Always ask for attention, build interest, desire, and call
of action.
:- Have a simple and convincing tone.
:- Avoid being clever and funny.
:- Include your name, signature, and other contact 15

17. Introductory:-
This type of letter is written to a customer or a consumer
to introduce to the company or a product. It also explains
how readers will get benefit from the product or the
service. It must grab people’s attention, build their
interest and call to action.
Product Update:-
As the name suggests, this type of letter is to describe
the benefits of new products over older ones. Other
details like a limited period to purchase and discount can
also be included.
Selling Incentive:-
It promotes existing products among current customers.
This type of letter must build some excitement among 17

18. Holiday Celebration:-
This letter gives a chance to offer a product as a
gift for customers. It also shows the discounts and
the offers limited to the holiday celebration.
Invitation:-
It is an invitation to the customers for any
celebration. This helps the customers to feel
important.
Lost Customer:-
This type of letter is for the customers who have
not been too active recently. It helps the
organization to bind with them and offers them 18

20. 20

21. BASIS FOR
COMPARISON
TENDERS QUOTATION
MEANING Refers to process of
soliciting suppliers, to
bid on the goods or
services needed by the
buyer
It is a document of
setting out the
estimated cost, for
supplying goods or
services or procuring
something
RESPONSE TO Request for tender Request for quotation
COMPONENTS Price and Quality Price
SCOPE Comparatively Large Narrow
21

22. A notice inviting tender(NIT, otherwise known as a call for bids or
a request for tenders) is a formal, structured procedure for
generating competing offers from different potential suppliers or
contractors looking to obtain an award of business activity in
works, supply, or service contracts, often from companies who
have been previously assessed for suitability.
22

23. It is broadly divided into two types:
 OPEN TENDERS: Open calls for tenders, or advertised
tenders are open to all vendors or contractors who can
guarantee performance.
 RESTRICTED TENDERS: Restricted calls for tenders, or
invited tenders are only open to selected pre-qualified
vendors or contractors.
23

24.  No favoritism (everyone can apply
for the tender).
 High competition in pricing ( client
will take good prize).
 New firms can enter into the market.
 Increased employment
opportunities ( new firms comes).
 New experience (new technology).
 Helps contractors to grow.
 Contractors get new client.
24

25. Well known contractor
Good quality
Less aggregate cost for
tender.
Less evaluation time
25

26. Maulana Azad
National Institute of Technology Bhopal- 462 003
No. MANIT/S&P/2021:65 Date:18/01/2021
NOTICE INVITING TENDERS
Sub: Empanelment of Advertising Agency (ies) for publication of advertisement/notices.
Tenders are invited for empanelment of advertising agency for publication of classified
advertisement/notices. Interested professionally experienced Agencies may log on Institute
website www.manit.ac.in and CPPP website www.eprocure.gov.in/epublish/app for further
details. Tender Document can be downloaded and the duly completed be submitted to the
Assistant Registrar, Stores & Purchase, Maulana Azad National Institute of Technology-
Bhopal- 462 003.
Last date of receipt of complete tender document is 11/02/2021 up to 12.00 hours. The
Director of the Institute reserves the right to accept or reject any or the entire tender in full
or in part without assigning any reason whatsoever.
Registrar
26

27. What is Tender Response?
Tender Response means the document entitled tender response,
which was completed by the Contractor and includes the signed
offer to the Project Company for the Works.
27

28.  Examine the tender request. .
 If you can’t deliver, don’t bid.
 Check the Contract notice ;whether it is a tendering notice or an
inviting quotation.
 Don’t take on too many tender opportunities at once.
 Check the size of the contract (if available) against your turnover.
 If you can, consider nominating a staff member to look for tender
opportunities. Be sure to give them enough time for this important
activity.
 Note that the new tender, doesn’t affect your existing contract.
28

29. Use the templates or formats provided.
Structure your tender document clearly
Provide all relevant details
Address the selection criteria
Choose the right referees
Proofread your tender
Submit your tender in time
29

30. ABC Pty Limited
Cover Letter for Tender Proposal
Co. Ref Letter No:
30th August 2017.
To,
JKL,
CC:
Sub: Tender Notice No. SE/BCPRES/B/ 2017/030 Dated 15.10.2017 Due on 15.11.2017
We are pleased to present our proposal for your review against Tender Notice No SE/BCPRES/B/2017/030 Dated 15th October 2017
Due on 15th November 2017.
We have studied the tender and now have a better understanding of the construction project requirements.
For the last ten years, we have completed a number of high-profile construction projects and achieved great success. As one of the
leading contracting firms in Australia, ABC Pty Limited has been at the forefront in execution of a wide array of construction projects
for individuals, government, and large corporations.
Some of our clients include; Corporate Clients Government Agencies, Institutions, Individuals.
The three separate envelopes enclosed consist of EMD, Part ‘A’ Technical Bid and Part ‘B’ Commercial Bid, for your consideration.
Thank you for the opportunity to participate in this tender. If you have any questions, please don’t hesitate to get in contact with me
directly.
Sincerely,
William Smith
[Auth. Signatory]
30

31. 31

32. What is a claim letter?
*A claim letter is a persuasive letter sent by a customer
to a business or agency to identify a problem with a
product or service and can also be referred to as a
letter of complaint.
*Typically, a claim letter opens (and sometimes closes)
with a request for adjustments, such as a refund,
replacement, or payment for damages.
*As a method of business writing, claim letters are sent
as a legally binding form of communication which can
serve as evidence if a claim is taken to court.
32

33. Main Elements of a Claim Letter
Most business professionals and scholars agree that a
basic claim letter should include four core elements:
*A clear explanation of the complaint.
*An explanation of the losses suffered because of it.
33

34. Main Elements of a Claim Letter
*An appeal to honesty and fairness.
*And a statement of what you would consider
a fair adjustment in return.
34

35. “In order to secure a prompt
and satisfactory response, a
claim letter is usually
written to the head of the
unit or the department
responsible for the
mistake."
from the book
“Business
Correspondence and
Report Writing” -
by R.C. Krishna
Mohan
35

36. M/s. Anna cloth store
House no. 07, Road no. 14 North 302, TUCSON AZ 85705, USA
Ref. …………………………… November 27, 2019
Manager
Michel enterprise
(Wholesaler of quality fabrics)
20, Kualampur, Malaysia
Dear Manager,
On November 07, 2019 we purchased 2000 meters suit cloths. The quality of your
shipment does not match with our order specification. Since the use of low quality
cloth will damage our business goodwill, we have returned your shipment along
with a request for cash refund of 12000$.
We believe that your company has deep concern for its customers. We are also
convinced with the earlier dealing of your company.
Refunding the money within the next 10 days will be highly appreciated. We are
looking for future business.
Sincerely,
(Mr. Jonson)
Purchase Manager
Explanation of the complaint
Adjustment in return
36

37. Some important tips;
* Business letters in all situations should be written with politeness
and respect for the other party.
*The recipient of a claim letter should always try to view the
complaint positively. He or she should not be angered by customers,
clients, or defective products.
*The language to be used in the letter should always be formal.
*Be careful not to use an accusatory tone. Mistakes can happen, and
the company in question should get the benefit of doubt.
37

38. *Neither the writer nor the person replying should use
expressions of accusation, such as “because of your careless
packing, several pieces of the crockery set sent to me are
broken” or “I have been cheated by you because the colour of
the shirt, which was guaranteed to be fast, has completely
faded”.
38

39. Instead of using the harsh language, the writer can simply state the
facts of the situation and the action desired. For example, it is more
businesslike to say:
“I have received the sunglasses I ordered from your company. I find that there
is a scratch on the right lens; perhaps it happened in transit. I would
appreciate an early replacement of the sunglasses as I am going on a trip to
Rajasthan at the end of the month.”
39

40. Adjustment Letters
An adjustment letter is a response to a written complaint. The
objective is to inform the reader that their complaint has been
received. It is also a legal document recording what decisions
were made and what actions have or will be taken.
40

41. *The scope of your adjustment letter should reiterate the
relevant facts of the claim. When the customer is right,
include a forthright admission to that effect and extend a
sincere apology. When the customer is not right, explain the
reasons clearly and with every courtesy.
“Explanations for why the situation occurred are of less
importance than the solution.”
41

42. *According to Murphy and
Hildebrandt(the authors of the
book “Effective Business
Communication”)
“An adjustment letter is the reply
to a complaint or claim letter”
*Through this letter, the seller
notifies the customer whether his
claim is granted or rejected. Since
this letter settles the claims of the
customers, it is also termed as
letter of claim settlement. This
letter helps to build and maintain
goodwill with the customers.
42

43. __________LA Gadget Emporium__________ 119 S. Vineyard Avenue Ontario, CA 91761
March 5, 2004
Mr. Yew Wong
47875 Elk River Rd.
Eureka, CA 95501
Dear Mr. Wong:
The Speedo Fruit and Vegetable Peeler® you returned to us on a February 22nd is damaged beyond repair
and we have taken the liberty of discarding it for you.
In your letter you mentioned placing the peeler in the utensil basket of the dishwasher.
The cleaning instructions that came with your LA Gadget Emporium purchase clearly explains that the cutting
blade is removable and dishwasher safe. The cautionary note, printed in bold red ink, specifically warns
against putting the entire peeler in the dishwasher.
Gadgets of this sort are battery operated and may not be put through the extreme heat, wash and rinse cycles
of a dishwasher.
I’m sorry that we I am unable to replace your gadget. Please accept the enclosed coupon good for 15% off
your next purchase of $50.00.
Sincerely,
Ann Hope
Customer Service Representative
//Header part //Body Part
//closing
43

44. Important tips
Identify Your Reader
* An adjustment letter should be addressed to a person
who has filed a claim upon which a decision has been
made.
*It should be included on the top line of your envelope.
*When you address your reader by name, you recognize
their individual importance and value as a human being.
44

45. Establish Your Objective
*The objective of an adjustment letter is to inform
the reader that an unsatisfactory situation is being
corrected.
*Stick to the facts of the adjustment and your reader
will comprehend the corrective action that you are
offering or have already implemented.
* Once said, leave well enough alone and focus on
positive actions.
45

46. Determine Your Scope
*The scope of an adjustment letter should
reiterate the relevant facts of a claim, accept
responsibility for an error or defect, and offer
an apology.
*It should provide the reader with an exact
description, including dates, times and places
that corrective actions will take place.
46

47. Organize Your Letter
*Organizing your adjustment letter will establish a
logical order in which to present information regarding
a corrective action. You have already begun this task
by establishing an objective and determining your
scope.
*Begin by creating a list of points that your letter will
address and put them in the sequential order that will
best help your reader comprehend your adjustment.
These points will become the backbone of your draft;
your outline will become a checklist.
47

48. Draft Your Letter
*Working from an outline is the simplest way to draft a
adjustment letter. You have already organized yourself
by creating a list.
*In order that your thoughts and ideas are conveyed in a
cohesive manner, write in as natural a sounding voice
as possible.
48

49. Close Your Letter
*An adjustment letter should close in a professional
manner. Once your last paragraph is written, sign off
between a complimentary close such as "Sincerely," or
"Thank you," and your printed name.
*Additional information such as dictation remarks,
notification of attachments, enclosures and copies sent
to other individuals should be placed beneath your
title line.
49

50. Review and Revise Your Adjustment
Letter
*Reviewing and revising the draft of your adjustment letter is a
final inspection, a last check to see whether your objective is
clearly stated and your scope concisely defined.
*Look for obvious errors. Check for spelling, sentence structure
and grammar mistakes.
* The conclusion should reiterate your objective and, when
appropriate, contain an attractive inducement to a future
business transaction.
50

52. Reference Links;
 https://www.business.qld.gov.au/running-business/marketing-
sales/tendering/improve-approach/competitive/bid/tips
 https://en.m.wikipedia.org/wiki/Invitation_to_tender
 https://www.toppr.com/guides/business-communication-and-
ethics/business-correspondence/sales-correspondence/
 https://writing.colostate.edu/guides/page.cfm?pageid=1462&guideid=
71
 https://thebusinesscommunication.com/what-is-claim-letter-type-of-
claims/#:~:text=According%20to%20Himstreet%20and%20Baty,is%2
0called%20a%20claim%20letter.%E2%80%9D