COMMERCIAL CORRESPONDENCE

NGUYEN HUONG GIANG, PhD candidate

FTU – ESP DEPARTMENTFTU – ESP DEPARTMENT

OUTLINE• 1. How to layout a business letter.

• 2. How to write enquiries.

• 3. How to write replies and quotations.

• 4. How to write offers.

• 5. How to write orders.

• 6. How to deal with complaints.

References

• Handbook of Commercial Correspondence, A. Ashley

• The language of Business Correspondence, Nguyễn Trọng Đàn

Course Requirements

• Attend the classes on time.

• No private chatting.

• No mobile phone calls or messages during the class.

• Positive participate in class activities.

• Have 15 lined writing sheets with full name and class.

Course Assessment

• Attendance = 10%

• Mid-term Test = 20%• Final Test = 70% (Test: 60% + Participation: 10%)

CHAPTER 1:LAYOUT

• How many parts does a business letter include?• How to layout a business letter?

There are 7 essential parts and 6 optional parts

1. Letter head/ sender’s name and address.2. Date3. Inside (intended reader’s) address4. Salutation (greeting)5. Body of the letter6. Complimentary close7. Writer’s signature and job title8. References9. Attention line10. Subject title11. Enclosures12. C.C. notation.13. Post script (P/S)

LAYOUT ORDER

1. Letter head/ sender’s address2. Ref

3. Date4. Inside address5. Attention line/ Private and confidential6. Salutation7. Subject title8. Body9. Complimentary close10. Signature11. Per pro/ job title12. Enclosure (Enc./ Encl)/ C.C. notation

POPULAR LAYOUT

1. Sender’s address.

2. Date

3. Inside address

4. Attention line

5. Salutation

6. Body

7. Complimentary close

8. Signature

Letterhead Sample• [Your Company Name]

[Street • City • State • Zip Code][Phone # • Fax phone # • Messages phone # • Email]

•  

Horizon Trade Ltd.123 E. Avenue Chicago, USA, IL 60614-0240

Phone: (312) 555-5555 Fax: (312) 555-5556 http://www.horizontrade.com

Sender’s Address Sample

Wicked Wax Co. Ltd

22 Charlton Way London, SE10 8QY

Function of the parts

• Reference is written to remark the business correspondence

*REFERENCES:

-Your Ref/ Our Ref: + figures = No of letter/ department

+ letters = writer/ assistant’s name

E.g. Your ref: 123/ 7007 Our ref: ABC/ NHG

Function of the parts• The date is place between the letterhead

and the inside address.

DATE: Day - Month - Year

• eg. 8 August 2013

Function of the parts• The inside address is the intended

reader’s address. It is placed between the date and the salutation, two lines below the date.

• INSIDE ADDRESS/ RECEIVER’S ADDRESS- Surname (if known)- Title (if known)- Department (if known)- Company’s address.

Inside Address Sapmle

Ms. Maggie Jones

Sales managerAngel Cosmetics Inc.110 East 25th StreetNew YorkNY 10021USA

Function of the parts

• The greeting (salutation) is placed two lines below the inside address or attention line.

• SALUTATION:

- Dear Sir(s)/Madam(s) -> Yours faithfully

- Dear Mr/ Mrs/ Ms + name -> Yours sincerely

Function of the parts

• The subject line/ title identifies the letter’s subject or purpose. It is placed below the greeting.

• SUBJECT TITLE:

Re: Order No….

Function of the parts

• The body has three parts, and each part of the body has a particular purpose.

• BODY OF THE LETTER:

- Often consists of 3 sections: opening, messages, ending

Function of the parts• The complimentary close should match the

form of address used in the greeting: Dear Sir/Madam -> Yours faithfully; Dear Mr John -> Yours sincerely

• SIGNATURE: sign -> full name

• PER PRO: p.p + name

• JOB TITLE: sales manager

• ENCLOSURE: Enc./ Encl.

Eg: Enc. 1. Price list

2. Catalogue

*CARBON COPIES: c.c + other recipient’s names

Sample Business Letter Layout• Letter Heading / Company logo

Address DetailsTel. Details

Fax Details/ Email Address 

Date

Receiver’s address

Dear ......

   Re:

• First Paragraph

Second and Subsequent Paragraphs

Closing Paragraph 

• Yours sincerely/ faithfully,

•  (sign)

RULES OF A GOOD WRITING:

1. Identify receiver’s desire/ reaction.2. Use formal language (Do not use contraction).3. Use simple/ compound sentences (Avoid

complex sentences).4. Avoid using terminological/ technical language5. Be sure that your writing clear, concise, and

effective.6. Well-organized format!

ENQUIRIES

• What is an enquiry?• What are its contents?

An enquiry is a business letter written by a potential buyer requesting for: information, samples, catalogue, price lists, quotation, delivery time, method of payment, etc.

ANSWERS

OPENING1. Address who you are:

E.g. - We are one of the country’s leading trading company dealing with ….

- Our company is a subsidiary of …. and we specialize in ….

2. How you know the supplier2. How you know the supplierE.g. - E.g. - We are given your name by ….We are given your name by ….

- You are recommended to us by ….You are recommended to us by ….

- The British Consulate in Vietnam has told us The British Consulate in Vietnam has told us that you are interested in supplying …that you are interested in supplying …

- We are impressed by the selection of …. - We are impressed by the selection of ….

Practice 11. Chúng tôi là một trong những nhà sản xuất

chính về dụng cụ làm vườn ở Việt nam, và chúng tôi quan tâm đến các mẫu dụng cụ làm vườn mới được trưng bày ở gian hàng của các ông tại cuộc triển lãm nhà vườn ở Thái Lan năm nay.

2. Chúng tôi được ông John Harry, thuộc phòng thương mại Quốc tế , giới thiệu ông.

3. Các đồng nghiệp của chúng tôi trong ngành công nghiệp bao bì rất đề cao máy đóng gói Auto của ông, và chúng tôi muốn có thêm thông tin về chúng.

Practice 1 (answers)

1. We are one of the main producers of gardening tools in Vietnam, and we are interested in your new selection of gardening tools displayed on your stand at Thailand’s Gardening Exhibition.

2. We were given your name/ You were recommended to us by Mr John Harry, of International Merchant Bank.

3. Our associates in the packaging industry speak highly of your Auto packing machines, and we would like to have more information about them

MESSAGES

State your enquiries:• Asking for catalogues, price lists, etc. Point out briefly items you request.E.g. – We are particularly interested in stands

suitable for displaying furniture. Could you please send your current catalogue and price list for exhibition stands?

Practice 2

1. Xin vui lòng gửi cho tôi bảng giá mới nhất về vật liệu xây dựng.

2. Tôi định sang Luân đôn học vào mùa xuân tới và rất biết ơn nếu ông có thể gửi cho tôi tập quảng cáo và thông tin chi tiết về học phí . Tôi đặc biệt quan tâm đến các khóa học tiếng Anh.

Practice 2 (answers)

1. Would you please send me an up-to-date price-list for your building materials.

2. I am planning to come and study in London next Spring and would be grateful if you could send me a prospectus and details of your fees. I am particularly interested in English courses.

Practice 3

1. Tôi rất cảm kích nếu có thêm các chi tiết về các thiết bị điện gia dụng mới mà các ông đang quảng cáo trên trang web.

2. Tôi muốn biết tôi có thể xem bản thuyết minh về hệ thống này ở đâu.

Practice 3 (answers)

1. I would appreciate more details about the new household electrical application facilities which you are currently advertising on your website.

2. I would like to know where I can see a demonstration of this system.

Closing:

• Possible language includes:» I look forward to hearing from you. » I am looking forward to hearing from you. » Thank you very much for your kind

assistance. » I appreciate that this is an unusual request,

but I would be very grateful for any help you could provide. I look forward to hearing from you.

Rich Lucky Trading Company 345 Nathan Rd, Kowloon, H.K.

21 August 2011

• Hi-fashion Garment LtdUnit 398Shek Kip Mei Industrial Estate

• Dear Sir or Madam,

• Request for Catalogue

• Your company was recommended to me by Ms. Elsie Wong of Far Eastern Logistics. Our African customer is interested in importing a range of printed 100% cotton cloth.

• Could you please send your current catalogue to Rich Lucky Trading Company 345 Nathan Rd, Kowloon, H.K. next week?

• I look forward to hearing from you.

• Yours faithfully

• Exercises:Anh/ chị hãy viết một bức thư theo gợi ý sau:

- Anh/ chị ở công ty Golden Gate Engineering, Prince Square, Prince Street, Kowloon muốn hỏi xem công ty ProSkills Training Centre – địa chỉ: Jubilee Building, Silver Road, Wan Chai – có thể cung cấp cho các nhà lãnh đạo của công ty mình khóa học Quality Control không.

- Anh chị đã xem quảng cáo về khóa học này trên tờ HK Daily, ngày 19/ 8/ 2011 (Ref: QC 101) và thấy rất phù hợp. Anh chị muốn có một khóa học 3 tháng bắt đầu vào ngày thứ tư, 28/8/2011 cho một nhóm 20 người. Anh chị muốn có thêm các thông tin về giáo viên và lịch học.

- Ngày viết thư là ngày hôm nay.

Golden Gate Engineering Prince Square,

Prince Street, Kowloon

  21 August 2011

ProSkills Training Centre Jubilee BuildingSilver RoadWan Chai

• Dear Sir or Madam,

Enquiry about Quality Control Course

• I am writing to enquire whether  your company could offer a course on Quality Control for our managers.

I saw your advert in the HK Daily on Monday, 19 August 2011, and the Quality Control Training Course (Ref.: QC 101 ) mentioned in the advert might be suitable for us. I would like to know if it is possible for you to offer a 3-month training course starting before or, at the latest, on Wednesday, 28 August 2011, for a group of 20. Could you send us some information about the teaching staff and the possible schedule for this course?

I am looking forward to receiving your reply.

Yours faithfully,

   Chapmen AuManaging Director