UNIT 5 - BUSINESS ENGLISH – BUSINESS

CORRESPONDENCE

Guidelines to writing a business letter

1. Know the format. Whatever the content of your letter, there are a few business standards to
follow regarding the way it looks. Business letters should be typed and composed in a
common font such as Arial or Times New Roman. Employ block paragraphing - i.e., to start a
new paragraph, hit "return" twice and don't use an indent.

 If you're printing the letter to send, consider printing the letter on company letterhead.
This lends it a more professional air and provides your company's logo and contact
information.

 An emailed business letter should also be composed in a common font. Don't use
script or colors other than black and white in a business email.

2. Include information about your company. List your company name and the company
address, with each part of the address written on a different line. If you're self-employed or an
independent contractor, add your name either in place of the company name or above it.

 If your company has pre-designed letterhead, you can use this instead of typing out
your company and address.

 If you're typing out the address, it should appear either right or left justified at the top
of the page, depending on you and your company's preference.

3. Include the date. Writing out the full date is the most professional choice. For example,
write either "April 1, 2012" or "1 April 2012." This should appear left justified a few lines
below the sender's address.

4. Add the recipient's information. Write out the recipient's full name, title (if applicable),
company name, and address in that order, with each piece of information on a separate line. If
necessary, include a reference number. The recipient's information should be left justified a
few lines below the date.

5. Choose a salutation. The salutation is an important indicator of respect, and which one you
use will depend on whether you know the person to whom you're writing, how well you know
them and the level of formality in your relationship. Consider the following options:

 Employ "To Whom It May Concern" only if you don't know whom, specifically,
you're addressing.

 If you do not know the recipient well, "Dear Sir/Madam" is a safe choice.

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  You may also use the recipient's title and last name, e.g. "Dear Dr. Smith."

 If you know the recipient well and enjoy an informal relationship with him or her, you
may consider a first-name address, e.g. "Dear Susan."

 If you are unsure of the recipient's gender, simply type the whole name, e.g. "Dear
Kris Smith."

 Don't forget a comma after a salutation or a colon after “To Whom It May Concern.”

Letter Template

123 Winner's Road

New Employee Town, PA 12345

March 16, 2001

Ernie English
1234 Writing Lab Lane
Write City, IN 12345

Dear Mr. English:

The first paragraph of a typical business letter is used to state the main point of the letter.
Begin with a friendly opening; then quickly transition into the purpose of your letter. Use a
couple of sentences to explain the purpose, but do not go in to detail until the next paragraph.

Beginning with the second paragraph, state the supporting details to justify your purpose.
These may take the form of background information, statistics or first-hand accounts. A few
short paragraphs within the body of the letter should be enough to support your reasoning.

Finally, in the closing paragraph, briefly restate your purpose and why it is important. If the
purpose of your letter is employment related, consider ending your letter with your contact
information. However, if the purpose is informational, think about closing with gratitude for
the reader's time.

Sincerely,

Lucy Letter

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Sample letter

Company, Inc.
123 Alphabet Drive
Los Angeles, California 90002

15 November 2012

Ms. Susan Smith

Supervisor of Product Development
Pet Supply Provider, Inc.
472 Canine Road
Los Angeles, California 90002

Dear Ms. Smith:

It was a pleasure meeting you at the conference last week. As we discussed, I sincerely
believe that the widget gizmo produced by Company, Inc. can greatly streamline your
production process. If you are still willing, I would like to bring some of the key members of
my team along with me to meet with you at Pet Supply Provider, Inc. We would like to give
you an overview of our services and discuss with you the best plan to suit your needs.
Meeting in person would allow us to fully evaluate your wants and needs. Our team is
available to meet any time this week or next. Please let me know, at your earliest
convenience, when you would be available.

Cordially,

Sam Brown
Vice President of Company, Inc.
555-555-5555
s.brown@companyinc.com

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MEMOS

Standard memos are divided into segments to organize the information and to help achieve
the writer's purpose.

Heading Segment

The heading segment follows this general format:

TO: (readers' names and job titles)

FROM: (your name and job title)

DATE: (complete and current date)

SUBJECT: (what the memo is about, highlighted in some way)

Make sure you address the reader by his or her correct name and job title. You might call the
company president "Maxi" on the golf course or in an informal note, but "Rita Maxwell,
President" would be more appropriate for a formal memo. Be specific and concise in your
subject line. For example, "Clothes" as a subject line could mean anything from a dress code
update to a production issue. Instead use something like, "Fall Clothes Line Promotion."
Opening Segment
The purpose of a memo is usually found in the opening paragraph and includes: the purpose
of the memo, the context and problem, and the specific assignment or task. Before indulging
the reader with details and the context, give the reader a brief overview of what the memo will
be about. Choosing how specific your introduction will be depends on your memo plan style.
The more direct the memo plan, the more explicit the introduction should be. Including the
purpose of the memo will help clarify the reason the audience should read this document. The
introduction should be brief, and should be approximately the length of a short paragraph.
Context
The context is the event, circumstance, or background of the problem you are solving. You
may use a paragraph or a few sentences to establish the background and state the problem.
Oftentimes it is sufficient to use the opening of a sentence to completely explain the context,
such as,
"Through market research and analysis..."
Include only what your reader needs, but be sure it is clear.
Task Segment
One essential portion of a memo is the task statement where you should describe what you are
doing to help solve the problem. If the action was requested, your task may be indicated by a
sentence opening like,
"You asked that I look at...."
If you want to explain your intentions, you might say,
"To determine the best method of promoting the new fall line, I will...."
Include only as much information as is needed by the decision-makers in the context, but be
convincing that a real problem exists. Do not ramble on with insignificant details. If you are
having trouble putting the task into words, consider whether you have clarified the situation.
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You may need to do more planning before you're ready to write your memo. Make sure your
purpose-statement forecast divides your subject into the most important topics that the
decision-maker needs.
Summary Segment
If your memo is longer than a page, you may want to include a separate summary segment.
However, this section not necessary for short memos and should not take up a significant
amount of space. This segment provides a brief statement of the key recommendations you
have reached. These will help your reader understand the key points of the memo
immediately. This segment may also include references to methods and sources you have
used in your research.
Discussion Segments
The discussion segments are the longest portions of the memo, and are the parts in which you
include all the details that support your ideas. Begin with the information that is most
important. This may mean that you will start with key findings or recommendations. Start
with your most general information and move to your specific or supporting facts. (Be sure to
use the same format when including details: strongest to weakest.) The discussion segments
include the supporting ideas, facts, and research that back up your argument in the memo.
Include strong points and evidence to persuade the reader to follow your recommended
actions. If this section is inadequate, the memo will not be as effective as it could be.
Closing Segment
After the reader has absorbed all of your information, you want to close with a courteous
ending that states what action you want your reader to take. Make sure you consider how the
reader will benefit from the desired actions and how you can make those actions easier. For
example, you might say,
"I will be glad to discuss this recommendation with you during our Tuesday trip to the spa
and follow through on any decisions you make."
Necessary Attachments
Make sure you document your findings or provide detailed information whenever necessary.
You can do this by attaching lists, graphs, tables, etc. at the end of your memo. Be sure to
refer to your attachments in your memo and add a notation about what is attached below your
closing, like this:
Attached: Focus Group Results, January- May 2007
The segments of the memo should be allocated in the following manner:
 Header: 1/8 of the memo
 Opening, Context and Task: 1/4 of the memo
 Summary, Discussion Segment: 1/2 of the memo
 Closing Segment, Necessary Attachments: 1/8 of the memo

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Memo sample

TO: Kelly Anderson, Marketing Executive

FROM: Jonathon Fitzgerald, Market Research Assistant
DATE: June 14, 2007
SUBJECT: Fall Clothes Line Promotion
Market research and analysis show that the proposed advertising media for the new fall lines
need to be reprioritized and changed. Findings from focus groups and surveys have made it
apparent that we need to update our advertising efforts to align them with the styles and trends
of young adults today. No longer are young adults interested in sitcoms as they watch reality
televisions shows. Also, it is has become increasingly important to use the internet as a tool to
communicate with our target audience to show our dominance in the clothing industry.
Internet Advertising
XYZ Company needs to focus advertising on internet sites that appeal to young people.
According to surveys, 72% of our target market uses the internet for five hours or more per
week. The following list shows in order of popularity the most frequented sites:
 Google
 Facebook
 Myspace
 EBay
Shifting our efforts from our other media sources such as radio and magazine to these popular
internet sites will more effectively promote our product sales. Young adults are spending
more and more time on the internet downloading music, communicating and researching for
homework and less and less time reading paper magazines and listening to the radio. As the
trend for cultural icons to go digital, so must our marketing plans.

Television Advertising
It used to be common to advertise for our products on shows like Friends and Seinfeld for our
target audience, but even the face of television is changing. Young adults are tuning into
reality television shows for their entertainment. Results from the focus group show that our
target audience is most interested in shows like American Idol,The Apprentice, andAmerica's
Next Top Model. The only non-reality television show to be ranked in the top ten most
commonly watched shows by males and females 18-25 is Desperate Housewives. At Blue
Incorporated, we need to focus our advertising budget on reality television shows and reduce
the amount of advertising spent on other programs.
By refocusing our advertising efforts of our new line of clothing we will be able to maximize
the exposure of our product to our target market and therefore increase our sales. Tapping into
the trends of young adults will help us gain market share and sales through effective
advertising.
Attachments: Focus Group Results, January- May 2007; Survey Findings, January - April
2007 This is a sample memo; facts and statistics used are fictional

6
 DOs AND DON’Ts of BUSINESS WRITING

The following is a brief overview of the dos and don'ts of good business writing. Note that
this list is not nearly all inclusive. The following merely features some of the frequent
mistakes I've encountered while reading student papers. Even if you are already a good writer
there may be an item or two below that you have not incorporated into your skills. Therefore,
please take the time to read all the dos and don'ts. Note, especially, the items that apply
specifically to business writing (as opposed to writing that you will do for, say, an English or
History class).

Dos

 Write clearly and concisely. (Business writing should be more clear and concise than
other forms of writing. Rarely should a piece of business writing be more than one
page. If the document is more than one page it should probably include a brief, one
paragraph "Executive Summary" at the outset. Avoid excessive use of the passive
voice.)
 Proof/edit your work more than once before printing out a finalized version. The
finished product shouldn't look like your initial draft. Reading each line backward can
help you avoid the distraction of content. Remember to re-read slowly and carefully
and to use spelling and grammar checkers after editing, and before printing, your final
copy. Read your printed copy before submission to make sure that correctly spelled
words are the correct words for the sentences.
 Pretend you are the reader with no prior knowledge during your editing. (Is the content
understandable on its own?)
 Create e-mail messages in a business environment as you'd create a written memo.
Include proper punctuation and formalities.
 Use bulleted, or numbered, lists as effective tools to quickly alert the reader to key
points or conclusions.
 Keep your sentences short (but not simplistic; each sentence should still add meaning).
 Avoid abstractions and use concrete language.
 Structure elements in a series in parallel form. (For instance, on a resume, list your job
activities with a series of active verbs as the first word--"Organized..., Managed...,
Performed..., etc." not "Organized..., I managed..., Once helped to..., etc." Notice the
parallel format of this Dos and Don'ts list.)
 Sum up, or otherwise highlight, key points briefly. Avoid repetition in the body of the
work, however.
 Utilize commas correctly, without creating run-on sentences.
 Pay attention to paragraph length and structure. (Include only one main idea per
paragraph--included in the first sentence, if possible.)
 Use a reader-based (you rather than I) approach. Plan your communication around the
recipient's questions and expectations.
 Adapt to your intended audience: level of education, degree of formality based on
your relationship, interest and knowledge of subject, and organizational expectations.

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Don'ts

 Don't write for a business audience the way you would talk, or write an e-mail
message, to a friend.
 Don't use Courier or other inappropriate fonts. Stick with Times New Roman or
something similar. Likewise, don't use font sizes smaller than 10 on a regular basis.
The same could be said for sizes larger than 12.
 Don't write a rambling essay for business readers. Writing a fictionalized novel
requires a very different technique from summarizing facts and conclusions for your
boss or colleagues. Organize your thoughts into relatively short sections under
descriptive headers.
 Don't utilize the same adjective or verb repeatedly.
 Don't misplace your modifiers. The meaning will become unclear or even the opposite
of what you intended.
 Don't shift number, tense, gender, subject, or point of view.
 Don't inject your opinion. Phrases like "I think..." or "In my opinion..." should be
avoided. Save your own musings for when they are asked for. At that point include
them in less formal modes of communication (possibly verbal).
 Don't exaggerate. Again, you are not writing fiction. Exaggeration will lessen your
work in the eyes of others and leave you open to exception. Avoid words like always,
never, etc.
 Don't use sexist language, out-dated expressions, and jargon which your reader might
not understand.
 Don't wait until the last minute to begin writing. Sleep on your drafts.

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COVER LETTER
[Your Name]
[Address]

[Hiring manager’s name]

[Hiring manager’s company name]
[Company address]

[Today’s Date]

[Name of Recipient]

Dear Mr/Mrs/Miss/Ms [Hiring managers name – if not known, simply Sir/Madam]

I wish to apply for the role of [Job Title], currently being advertised on reed.co.uk. Please
find enclosed my CV for your consideration.
As you can see from my attached CV, I have over [time period] experience in the [Sector]
industry, and I believe the knowledge and skills built up during this time make me the
right/perfect candidate for the role.
In my current role as a [job title] at [employer name], I have been responsible for [Insert a
quantifiable and notable achievement/s - e.g. a x% increase in revenue], which when
coupled with my enthusiasm and dedication [insert skills relevant to the role – usually
found in the job description], has helped the business to [measure of success].
I am confident that I can bring this level of success with me to your organisation and help
[company name] build upon their reputation as [state their position in market – learned
through your research]. With my previous experience and expertise, I believe my
contribution will have an immediate impact on the business.
Thank you for your time and consideration. I look forward to meeting with you to discuss my
application further.

Yours sincerely/Yours faithfully,

[Your name]
[contact phone number]

[Signature - if desired]

9
THE Dos and DON'Ts of a COVERING LETTER

Businesses always find it difficult to get the right staff. This might surprise you, because every
day you hear stories of mass redundancies in the news… But many businesses are constantly
looking for talented colleagues and they are not so easy to find. So if you have now been given
your opportunity and you are trying to distinguish yourself from the other candidates, then
give yourself more of an opportunity of finding the job of your dreams! An effective covering
letter is one of the ways in which you can set yourself apart from the others.
Don'ts
 Make sure that the letter is tailored to the company and job in question.
 Companies want to read in your letter why you want to work for them, and they want
to read this straight away. Do not therefore use long, cumbersome or poetic sentences, but
keep to the point.
 Your letter of application is a supplement to your CV. Don't just summarise again
everything that is set out in your CV, but provide more of an explanation.
 Nor do you need to include every item from your CV in your letter of application.
 Make sure that your CV and covering letter are tailored to one another and that you do
not refer in your letter to any training courses or positions that are not in your CV.
Do not give vague descriptions of yourself or the position that you are looking for.
Otherwise the Human Resources Manager will not immediately understand what you mean
and they may misinterpret this. Just say which position you are looking for and what you are
good at.
 Your letter of application is something personal. Do not use standard wording or
outdated wording. Write in your own style.
Make sure that you are not arrogant or exaggerate, but neither should you undersell
yourself either: you may say specifically what you are good at.
Dos
 Say clearly why the company should choose you for the job. And why therefore you
think that that you should have this job. Try to convince the recruiter using clear arguments,
without coming across as being arrogant.
If you know the name of the Human Resources Manager, you are best to send the
covering letter directly to him/her and to address him/her at the top of your letter. Anyone
who feels that they are being addressed personally will be pleased to read your letter.
Start your letter of application with your strengths. You are best not to highlight your
weaknesses in your letter, as otherwise they will undoubtedly be raised during an interview as
questions.
 Word your letter so that it is positive and forward-looking. Write "I am prepared to
quickly familiarise myself in a new specialist field" rather than "As I have been unemployed
for some time now, I am no longer familiar with the most recent developments".
 Substantiate what you write by providing facts, and give, for example, some
professional success stories. Rather than frequently used terms such as 'organisational skills,
committed, ability to deal with stress', instead give examples that provide evidence of this.
Example: 'I successfully led international projects in which I had to draw together the
proposals from various companies into a joint plan.'

10
  Collect as much information as possible about the company. Where applicable, you
can contact the company to ask to whom you should best address your letter or to request
more information about the company or about the position. This not only shows interest, but it
will ensure that you have all of the information that you need to write a letter of application
that is adapted to the position and the company.
 Only include the most important information in your letter of application and keep the
wording concise and clear. The HR Manager may get to know you, and so you may also say
something about your personality.
 Also specify what you have achieved professionally for this purpose, what you are
proud of and what your career objective is.
 Specify in your covering letter in particular how you stand out from the other
applicants with the same qualification.

In the mean time we wish you every success with your application!
Why should you include a cover letter?
When we speak of cover letter, we generally mean the letter you send by e-mail, not by post,
which is no longer common.
We recommend that you put the content of that letter directly in the body of your e-mail so
that the recruiter doesn't need to open an extra file. When applying via an application form
however, you might not have the choice but to attach your cover letter to your application.
A good cover letter is the key to success. Generally, companies struggle to find new
employees who meet their requirements - even these days. This is the perfect opportunity to
set yourself apart from other candidates and increase your chances of finding the job of your
dreams!
Your cover letter allows you to put yourself forward, to differentiate yourself from
other candidates whose CV is comparable to yours and who apply for the same job. You can
incorporate arguments that show whatmakes YOU the ideal candidate for the job. On a CV
you can't go into details, you have to stick to the facts - but your cover letter lets you explain
why the company should hire you.
 Your letter can include more information about your experience, education and
personality, and why you arethe best candidate for the job. Analyse your CV with a critical
eye and ask yourself if everything is clear. Afew doubts? Then go into more detail on those
points in your letter.
 You can also take the opportunity to pique the interest of the recruiter. If you can
make the recruiter curiousabout you, then it's because you wrote the letter well. That doesn't
mean you should be mysterious, but stating, for example, that you have some ideas you would
like to put into practice when in the job mightarouse recruiters' curiosity and make them keen
to see what you have to offer to the company.
 And last but not least ... companies really expect you to send them a cover letter! They
want to learn moreabout the candidates and find out whether they are right for the job. And if
a recruiter is hesitant afterreading your CV, your cover letter might convince them to invite
you for an interview.

11
 Francis Jones
123 Progress Row
Atlanta, GA 12345
123-555-1234
fjones@unknown.com
July 5, 20xx

Director of Human Resources

Merk Howard Consulting
123 Treetop Ave.
Saint Augustine, FL 12345

Dear Director,

Knowing that Merk Howard Consulting is moving its headquarters to Atlanta in August, I am
applying for a consulting position in the new Georgia office.

With more than 12 years in the electronics industry and 8 years in management consulting,
I'm confident I can provide excellent guidance to your clients. In fact, I have several ideas I'd
like to discuss with you about how we can develop your Atlanta client base.

I will call you in a few days to see how your calendar looks for an interview.

Sincerely yours,

Francis Jones

Enclosure: resume

12
 Linda Yee
123 Miller's Row
New York, NY 12345
123-555-1234
lyee@unknown.com
May 19, 20xx

Director of Human Resources

Procter and Gamble
123 Highland Park Blvd.
New York, NY 12345

Dear Director,

I would like to submit the enclosed resume for your opening for sales analyst. After carefully
reading about the position on your website, I'm confident I am fully qualified for the position
and would appreciate a job interview.

In the job posting, you mention that Procter and Gamble is expanding its New Jersey
operations and that the sales analyst would be involved in that expansion. I would like to
understand more about that involvement, because I have relatives in New Jersey and might be
interested in eventually moving to that state.

I am available for interviews any time before the end of this month. Please call or email me at
the above contact information.

Sincerely yours,

Linda Yee

Enclosure: resume

13
Helpful Hints for Business Letters

Before writing a business letter, consider the following:

Objective(s)

Why am I writing this letter?

What do I hope to accomplish?

What action do I want from my reader?

Your Audience

Who will read this letter?

How can I appeal to the reader's interest?

What attitude might the reader have toward this information?

Will the reader consider this good news or bad news?

Organization

What information should be included first/last?

What details does the reader need to know?

Does my conclusion motivate the reader to do something?

Do I end the letter in a positive and polite manner?

Professionalism

Do I use a professional business letter format?

Do my language and style show a positive attitude toward the reader/the company/the
product/the information.

Will my reader be offended by anything in the letter?

Proofreading

Are there any spelling errors, typos, etc.?

Is the format of the letter appropriate?

Have I signed my name?

14
Helpful phrases

Request for information

I am writing to inquire about . . .

I am writing in reference to . . .

I read/heard . . . and would like to know . . .

Could you please send me . . .at the address below/above

Thank you for your assistance.

I look forward to hearing from you.

Response to request

Thank you for your interest/inquiry

Enclosed is the information you requested.

You can learn more about this at . . .

If you have further questions,

If you require assistance, please contact:

If I can be of more help, please feel free to contact me at . . .

Sample Sentences: Requests

Could you please send me your most recent brochure?

Could you fax me the results of the market survey?

I would like to order ten copies of the book, Touchy Situations.

I would be very grateful if you could send me this information.

Please return the enclosed envelope with your payment.

Sample Sentences: Goodwill

Thank you for your hospitality.

I enjoyed having lunch with you last week while I was in New York.

Congratulations on your promotion to General Manager.

I want(ed) to congratulate you on your new position.

I was happy to hear that contract negotiations went well.

15
Sample Sentences: Introduction of Product/Service.

I am writing to tell you about . . .

(Our new product) is coming out next month.

This product/service is designed to (help you) . . .

Sample Sentences: Reference

I am writing in regard to . . .

I am writing in reference to . . .

Please refer to the enclosed invoice/brochure.

I hope you have had a chance to look over the materials we sent.

Sample Sentences: Confirmation

I am writing to confirm . . .

I would like to confirm what we discussed last Friday.

I would just like to confirm the main points we discussed . . .

Sample Sentences: Notification

I am writing to let you know that . . .

Please be aware/informed that . . .

I would like to inform you of a recent policy change.

I am happy to inform you that . . .

Your request for funding has been approved.

Sample Sentences: Offering Assistance

We would be happy to . . .

If we can be of assistance, please don't hesitate to ask.

Sample Sentences: Collection

According to our records . . .

Our records show that . . .

Your monthly installment is past due.

Please send payment as soon as possible.

16
Sample Letters

Trent Chang
56 Somerset
Lane
Kai Tak,
Kowloon
Hong Kong

April 21, 2001

Marketing Director
Dymon Publications
2201 South Maple Street
Salt Lake City, UT 84797
U.S.A.

Dear Sir/Madam,

I would like to order ten (10) copies of the book, Touchy Situations: A
Conversation Text for ESL Students. I recently came across this book at a
local teachers' conference and was very impressed by its format and contents.
Could you please send the books by express mail? I need them for class next
Monday. Also, would you mind sending your latest catalog or brochure?

Thank you for your prompt attention. I look forward to hearing from you
soon.

Best regards,

Trent Chang

Dymon Publications
2201 South Maple Street
Salt Lake City, UT 84797
U.S.A.

April 21, 2001

17
Trent Chang
56 Somerset Lane
Kai Tak, Kowloon
Hong Kong

Dear Mr. Chang,

Thank you for your order of Touchy Situations: A Conversation Text for ESL Students. I sent
the books by RedFex on April 20. They should be arriving within a few days if they are not
there already. Please let me know if there are any problems with the shipment.

As requested, I am enclosing a brochure, which provides information about our other

products. You may also check out our web site at http://www.dymonbooks.com.

If you have further questions, please don't hesitate to contact me.

Sincerely,

Alan Gordon
Dymon Publications

Enc: brochure

18
Useful phrases and vocabulary for writing business letters.

• Dear Mr. Brown

• Dear Ms. White
• Dear Sir
Salutation
• Dear Madam
• Dear Sir or Madam
• Gentlemen

• We are writing
- to inform you that ...
- to confirm ...
- to request ...
- to enquire about ...
Starting
• I am contacting you for the following reason...
• I recently read/heard about ..... and would like to know ....
• Having seen your advertisement in ..., I would like to ...
• I would be interested in (obtaining / receiving) ...
• I received your address from ----- and would like to ...

• Thank you for your letter of March 15.

• Thank you for contacting us.
• In reply to your request, ...
• Thank you for your letter regarding ...
Referring to previous • With reference to our telephone conversation yesterday...
contact • Further to our meeting last week ...
• It was a pleasure meeting you in London last month.
• I enjoyed having lunch with you last week in Tokyo.
• I would just like to confirm the main points we discussed
on Tuesday.

• We would appreciate it if you would ...

• I would be grateful if you could ...
• Could you please send me ...
• Could you possibly tell us / let us have ...
Making a request • In addition, I would like to receive ...
• It would be helpful if you could send us ...
• I am interested in (obtaining / receiving) ...
• I would appreciate your immediate attention to this matter.
• Please let me know what action you propose to take.

19
 • Would you like us to ...?
• We would be happy to ...
Offering help
• We are quite willing to ...
• Our company would be pleased to ...

• We are pleased to announce that ...

Giving good news • I am delighted to inform you that ..
• You will be pleased to learn that ...

• We regret to inform you that ...

• I'm afraid it would not be possible to ...
Giving bad news
• Unfortunately we cannot / we are unable to ...
• After careful consideration we have decided (not) to ...

• I am writing to express my dissatisfaction with ...

• I am writing to complain about ...
• Please note that the goods we ordered on ( date )
have not yet arrived.
Complaining
• We regret to inform you that our order n° ----- is now
considerably overdue.
• I would like to query the transport charges which seem
unusually high.

 We are sorry for the delay in replying to ...

 I regret any inconvenience caused (by) ...

Apologizing  I would like to apologize for the (delay,
inconvenience)...

 Once again, please accept my apologies for ...

 Thank you for your quotation of ...

 We are pleased to place an order with your company

for..

 We would like to cancel our order n° .....

Orders  Please confirm receipt of our order.

 I am pleased to acknowledge receipt of your order n°

.....

 Your order will be processed as quickly as possible.

 It will take about (two/three) weeks to process your

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 order.

 We can guarantee you delivery before ...(date)

 Unfortunately these articles are no longer available /

are out of stock.

 Please send us your price list.

 You will find enclosed our most recent catalogue and

price list.

Prices  Please note that our prices are subject to change

without notice.

 We have pleasure in enclosing a detailed quotation.

 We can make you a firm offer of ...

 Our terms of payment are as follows ...

 Our records show that we have not yet received

payment of ...
Referring to payment
 According to our records ...

 Please send payment as soon as possible.

 You will receive a credit note for the sum of ...

 I am enclosing ...

Enclosing documents  Please find enclosed ...

 You will find enclosed ...

 If we can be of any further assistance, please let us

know.

 If I can help in any way, please do not hesitate to

contact me.
Closing remarks  If you require more information ...

 For further details ...

 Thank you for taking this into consideration.

 Thank you for your help.

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  We hope you are happy with this arrangement.

 We hope you can settle this matter to our satisfaction.

 We look forward to a successful working relationship

in the future.

Referring to future  We would be (very) pleased to do business with your

business company.

 I would be happy to have an opportunity to work with

your firm.

 I look forward to seeing you next week.

 Looking forward to hearing from you, ...

 Looking forward to receiving your comments,

Referring to future
contact  I look forward to meeting you on the (date).

 I would appreciate a reply at your earliest

convenience.

 An early reply would be appreciated.

◊ Sincerely, }

◊ Yours
for all customers / clients
sincerely,}

◊ Sincerely
yours,}
Ending business letters
in more formal letters
◊ Yours faithfully,

for those you already know and/or with

◊ Regards, whom
you have a working relationship

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