COMMERCIAL

Giselle Santa Cruz

5th. ACC.

Index Pictionary 1

Replies, Introduction 2

Acknowledgments 3

Example 1 4

Follow-ups 5

Confirmation letter 6

Example 1 7

Remittances 8

Order acknowledgment 9

Example 1 10

Example 2 11

Delayed delivery 12

Example 1 13

Partial Shipment 14

Example 1 15

Example 2 16

Substitute order 17

Stop gap 18

Example 1 19

Example 2 20

Inquiry replies 21

Example 1 22

Referrals 23

Example 1 24

Refusals 25

Example 1 26

Complaints 28

Example 1 29

Complaint response 30

Example 1 31

Claim 32

Example 1 33

Adjustments 34

Granting an adjustment 35

Offering a compromise 36

Refusing an adjustment 37

Example 1 38

PICTIONARY UNIT 2

WORD DEFINITION EXAMPLE PICTURE

Clientele Customers. We have to take

care of our

clientele.

Compensation Payment,

repayment.

I will receive a

good

compensation.

Restitution Reparation,

repayment.

The restitution

among the

inconvenient will

be good.

Subsequently Afterwards. Subsequently, I

will go to the

doctor.

Domestic

terminal

An airport

terminal for flights

to destinations

inside the

country only.

Passengers will

be transferred to

the domestic

terminal.

Luncheon A lunch,

especially a

formal one.

I have just made

a luncheon

engagement for

my employer.

1

Replies

Answering a letter is an

important and necessary

task.

2

There many types of replies

including:

acknowledgments

follow-ups

confirmations

remittances

order acknowledgments

stop gap letters

inquiry replies

referrals

refusals

Acknowledgments It should be written when you receive merchandise, material,

money, or information. Let the reader know his communication has

reached its destination.

1. Express appreciation +

acknowledge

2. Promote + maintain

goodwill

3

1951 Benson Street

Bronx, New York 10465

April 9, 2014

International Automobiles, Inc.

4022 Ninth Avenue

New York, New York 10055

Dear Mrs. Santa Cruz:

Thank you for your promptly response to my letter in which I request

information about the new RX-7. I was surprised about the incredible

features your products have.

Since I am doing my term project, I was interested in your company

and the innovating products your offer. Therefore, your brochure

and catalogue about the RX-7 was very useful for finishing it. I will

make sure the copy of my report reaches your hands as soon as

possible.

Sincerely yours,

Jonathan Rogers

4

Follow-ups

After a decision or agreement has been made, either at a meeting

or in a conversation, it is a good idea to send a follow-up letter to

establich a written record of the transaction.

1. Mention where the

conversation took place.

2. Provide discussed details

(reminder).

3. Promote goodwill.

5

Confirmation letter They are routine for such businesses as hotels and travel agencies.

They are used to confirm services.

1. Reason for

writing/acknowledge the

agreement

2. Goodwill

6

Fulson Contractors, Inc.

4444 Western Avenue

Boulder, Colorado 80301

April 3, 2013

Mr. Justin Michaels

622 Garth Street

Boulder, Colorado 80321

Dear Mr. Michaels:

This letter will confirm your luncheon engagement with Mrs. Nancy

Carson. It will take place at Trattoria di Marco, at the corner of Tenth

Street and Western Avenue, on April 7 at 1 P.M.

As requested, Mrs. Carson will be presenting you a set of pictures

illustrating previous architectural work done for corporations.

Additionally, she will be taking samples of construction materials. If

you need further information, please call me at 9384-3827.

Sincerely yours,

Giselle Santa Cruz

Assistant

Navas L.

7

Remittances They are used to inform what amount of money we are paying and

for what is being used.

Ex:

Dear Gentlemen and Ladies:

The enclosed check for $312.68 is in payment for the invoice no.

10463. Please credit my account (no. 663-711-M).

Yours truly,

8

Order

Acknowledgments It helps to establish goodwill by reassuring the customer that the

order has been received. Welcomes the new customer and

encourages further business.

1. Mention the date of the order.

2. Include the order or invoice number.

3. Explain the date and method of

shipment.

4. Acknowledging the method of

payment.

9

Cape Cod Ornaments, Inc.

94 State Road

West Yarmouth, Massachusetts 02757

February 15, 2014

Ms. Jessica Smith

250 Commonwealth Avenue

Boston, Massachusetts 02118

Dear Ms. Smith:

On February 14, we received your letter in which you ordered a Model EPC-18” copper,

eagle weather vane with arrow.

As requested, we will send it to your home address by parcel post and charge the

$34.95 with any applicable sales tax and handling costs to your VISA account (No. 003

00971 A109).

Enclosed you will find the invoice for the amount of $37.45 which is the total of the

weather vane including applicable sales tax and handling costs. Additionally, you will

find a catalogue containing our latest products and sales. We hope to hear from you

soon.

Sincerely yours,

Giselle Santa Cruz

Sales Manager

Rodriguez L.

10

KINBOTE PRODUCTS, INC.

200 Southeast Street

Miami, Florida 33131

February 26, 2014

Ms. Ellen Minsky

Gold’s Specialty Shops

3636 West Grace Street

Tampa, Florida 33607

Dear Ms. Minsky:

We have received your order of February 24, and we would like to welcome you as a

new customer for Kinbote Products.

Your order (No. 1343) for two dozen exercise suits (Style L-29) in the size and colors you

previously solicited will be send by air express as you requested. Expected to arrive in

Florida in March 7. You may contact the freight forwarder, AGEXPORT (234-344-4367),

for further details.

We will charge $840 with any applicable sales tax and handling costs to your account

(no. 882-GSS). We enclose a catalogue with our new products. We hope to hear from

you soon.

Sincerely yours,

Maria Palomo

Sales Manager

Esteves L.

Enc.

11

Delayed Delivery The customer deserves an explanation. You have to understand the

customer´s disappointment and regret the inconvenience so must

avoid a negative tone.

1. Acknowledgment explanation of delay.

2. Solution mentioned. Reassure the customer of speed

delivery.

3. Suggested Solution

4. Generate goodwill and mention benefits of your

product.

12

LAWSEN LINEN COMPANY

P.O. Box 762

Bloomfield, New Jersey 07003

March 5, 2014

Mrs. Marianne Rollins

444 Ross Avenue

Cardwell, New Jersey 07006

Dear Mrs. Rollins:

We appreciate your order of February 27 for one set of Floral Mist queen-size sheets and

pillowcases. We are eager to deliver your order as soon as possible.

However we are sorry to inform you that due to a factory strike all orders have been

held up. Nevertheless we are dealing with these problems and we are negotiating with

our employees.

As you may know our products have high quality and durability. We have available our

Colorful Garden queen-size sheets and pillow cases for immediate shipment upon your

request.

Sincerely yours,

Rosa López

Sales Manager

Gómez J.

13

Partial Shipment It must inform that certain items have been back ordered. It should

also, make an attempt to “resell”.

1. Appreciation + acknowledgment of order.

2. Mentioning shipment/delivery of available

items + back ordered products.

3. Explain delayed products, reason “resell” the

product approximately delivery.

14

KINBOTE PRODUCTS, INC.

200 Southeast Street

Miami, Florida 33131

February 26, 2014

Ms. Ellen Minsky

Gold’s Specialty Shops

3636 West Grace Street

Tampa, Florida 33607

Dear Ms. Minsky:

Thank you for being interested in our products. Your recent order no. 431 of two

dozen exercise body suits in vanilla and chocolate colors (style: L-29) has been

registered.

Your assortment of body suits in petite, small and medium size will be

immediately sent to the address above. However we are sorry to inform you that

due to a factory strike the vanilla and chocolate suits in large size will be sent

within the week. You may expect delivery on Friday, March 14.

We appreciate your preference for our products and your loyalty. We want to

give you a 10 percent discount in your next purchase. Let me know if you need

further information.

Sincerely yours,

Giselle Santa Cruz

Sales Manager

Esteves L.

15

Laico Products, Inc.

43 Green Street

Miami, Florida 45382

March 6, 2014

Mr. John Smith

Beauty Depot, Inc.

444 Ross Avenue

Miami, Florida 63782

Dear Mr. Smith:

We appreciate your interest in our products. Your order no. 437 consisting of 37

Revlon Lipsticks (code 43851) and 12 Loreal beauty sets (code 332-1) has been

registered.

As requested, we will be sending the 37 Revlon lipsticks immediately to the

address above. However, due to a transportation problem with our supplier the

12 Loreal beauty sets will be sent within the week. You may expect delivery on

Wednesday, March 12.

We will include three samples of our new Dove hydrating body cream with your

lipsticks. Thank you for your preference. Please contact me if you need further

information.

Sincerely yours,

Miley Cyrus

Sales Manager

Monroy D.

16

Substitute order

When an order cannot be filled at all, a letter suggesting a substitute

order is occasionally appropriate. The suggested merchandise must

be comparable to the original order.

17

Stopgap letters When a thorough response to an incoming letter must be delayed,

receipt of the letter must be acknowledged.

1. Appreciate the mention

acknowledgment.

2. Explain reason of the delay /

approximate for resolution.

3. Reassure the customer of

response.

18

General Constructions Corporation

600 North Milwaukee Street

Milwaukee, Wisconsin 53202

March 26, 2014

Ms. Anne Ross

National Firm

300 South Menomonie Street

Menomonie, Wisconsin 54751

Dear Ms. Ross:

Your request for the information about the new contract with Hastings Development

Corporation arrived last Thursday. However, Ms. Leonard is out of town and is expected

to return in two weeks.

I will be informing her about your request as soon as she returns. Please let me know if

you need further information.

Sincerely yours,

Giselle Santa Cruz

Administrative Assistant

Rodas L. 19

General Communications Corporation

600 North Milwaukee Street

Milwaukee, Wisconsin 53202

March 26, 2014

Professor Anne Boleyn

University of Wisconsin

Department of Media and Communications

Menomonie, Wisconsin 54751

Dear Professor Boleyn:

Thank you for your letter dated March 25 in which you invite Mr. Peal to speak to

your graduate seminar students in teletronics on Tuesdays from 4:30 to 6:00 P.M.

However Mr. Peal is out of town attending a four-day meeting of the regional

directors and is expected to return in a week.

I will be informing him of your invitation as soon as he returns. Please let me know

if you need further information.

Sincerely yours,

Lucrecia Ruiz

Administrative Assistant

Rojas L.

20

Inquiry replies All inquiries should be answered. Its purpose is usually to give

information.

21

1. Appreciate interest in our

company. Acknowledge the

request.

2. Giving information requested/

explain why we cannot

provide the information

requested.

3. Motivate to action/offer further

assistance.

RBM Manufacturing Company, Inc.

4022 Ninth Avenue

New York, New York 10055

April 2, 2014

Mr. William Wilson

Mahoney and Millman, Inc.

1951 Benson Street

Bronx, New York 10465

Dear Mr. Wilson:

We appreciate your interest in our company. We received your letter in which

you request information about a photocopier that would suit your office needs.

After having evaluated them, we have decided that the RBM 2000 copier is the

most appropriate model for your office.

The RBM 2000 has a collator which allows 30 copies to be run off at any one

time. It uses regular paper and fits a small-sized desk. Additionally, all our

products have one-year full warranty and our repair service is among the lowest

in the market. Enclosed you will find the catalogue of all our products. Refer to

page 130 for more details on the RBM 2000.

It is a pleasure to inform you that our company grants a ten percent discount on

initial purchases. If you need further information, please feel free to call me at

8292-2820 during business hours.

Sincerely yours,

Giselle Santa Cruz

Sales Manager

Vargas A.

ENC.

22

Referrals

It acknowledges receipt of

the inquiry and explains why

and to whom, is being

referred.

23

3

New York City Hall 1951 Benson Street

Bronx, New York 10465

April 30, 2014

Mrs. Laura Graham

4002 Ninth Avenue

New York, New York 10055

Dear Ms. Graham:

Thank you for your inquiry about the information related with filing for an absent

ee ballot for the upcoming Presidential election. Unfortunately, we do not have i

t available from our office.

Therefore, I am referring your letter to Mr. Orlando Smith at your local Board of El

ections. I am sure he will answer you as soon as possible.

Sincerely yours,

Giselle Santa Cruz

Presidential Assistant

Lara M.

24

Refusals

25

It is useful to say “no”. Your

letter should be as positive as

you can make it.

General Constructions Corporation

600 North Milwaukee Street

Milwaukee, Wisconsin 53202

March 26, 2014

Mr. John Edwards

National Firm

Menomonie, Wisconsin 54751

Dear Mr. Edwards:

Thank you for your letter dated March 7, in which you request a 25

percent volume discount on the bar-code scanning equipment which you plan

to install in your department stores.

As a company policy, we have a limit of 20 percent discount provided on

all our wholesale products. Therefore, I am sorry to inform you that we cannot

grant you the 25 percent discount you requested.

Since your purchase is particularly large, our company is willing to grant

you a 22 percent discount and free installation on the previously mentioned

scanning equipment. If you need further information, please call me at (502)

5569-9090.

Sincerely yours,

Travis Smith

Sales Manager

Palacios L.

26

Complaints, claims

and adjustments

27

Complaints

28

This letter will inform the

company or organization

when a customer is

dissatisfied with goods or

services.

International Automobiles, Inc.

5 Merrimack Street

Merrimack, Hampshire 03113

June 9, 2014

Mr. Enrico Cammarata

Club Cammarata

2 Merrimack Road

Merrimack, Hampshire 03113

Dear Mr. Cammarata:

On June 7, I made dinner reservations at your restaurant. They were for 7:00 P.M.

on June 8. As it was to talk about business with an important out-of-town

associate we arrived promptly.

However, our table was not ready and we were kept waiting for one hour and

fifteen minutes. The maître d’ received our inquiries with rude indifference.

Consequently, my guest became really annoyed with your restaurant as well as

with me.

As a frequent client of your restaurant, I am outraged by the irresponsibility of

your employees. The lack of concern and attention was upsetting. All people

deserve a good service and treatment. I hope you will look into this, so that

nobody can be affected by that uncomfortable situation again.

Sincerely yours

Giselle Santa Cruz

Presidential Assistant

Rosa L.

29

Complaint response

30

Club Cammarata

2 Merrimack Road

Merrimack, Hampshire 03113

June 10, 2014

Mrs. Giselle Santa Cruz

International Automobiles, Inc.

5 Merrimack Street

Merrimack, Hampshire 03113

Dear Mrs. Santa Cruz:

I appreciate your letter, dated June 9, in which you inform me about the

irresponsibility and lack of attention in my restaurant on June 8. I am really sorry

about the inconvenience.

However, I want to offer an explanation. When you arrived we were receiving

an audit in our restaurant which took more than usual. Also, we were training

new staff including the maître d´. The new employees were no use to work

under pressure.

Nevertheless, I am sure you and your guest should not pass this awkward

situation. In order to demonstrate my apology, enclosed you will find a coupon

for a 25 percent discount on your next reservation.

Sincerely yours,

Enrico Cammarata

Owner

Rosa L.

Enc. 31

Claims

32

A claim is written to inform the

company of the problem and

suggest a fair compensation.

KITCHEN KORNER

4703 Parkway Drive

St. Paul, Minnesota 55104

December 1, 2014

Ms. Jane Smith

Northridge Lottery Company

2066 Yellow Circle

Minnetonka, Minnesota 54751

Dear Ms. Smith:

On October 7, we ordered two dozen poultry shears model 21. We paid for the

order with our check no. 531, a photocopy of which is enclosed.

This purchase was supposedly to arrive on November 15 for the sales of pre-

Christmas shopping. Unfortunately, it has not arrived until today and we want to

know if you receive our order.

We would appreciate your looking into this matter that we can receive our

merchandise before the pre-Christmas shopping.

Sincerely yours,

Giselle Santa Cruz

Sales Manager

Sosa E.

Enc.

33

Adjustments

34

It emphasizes the solution rather

than the error and convinces the

customer that you understand and

want to be fair.

Granting an

adjustment

35

It freely admits errors and

willingly offers the

adjustment.

Offering a

compromise

36

This letter is written when

neither the company nor the

customer is entirely at fault.

Refusing an

adjustment

37

You must say “no” but reestablish

your customer´s goodwill. Also, an

effective conclusion often suggests

an option that the customer could

take.

Tom

Big Supermarket

Grant Street

Grahams Ville, New Jersey 50012

March 25, 2014

Ms. Jane Smith

42 Maiden Lane

Grahams Ville, New Jersey 50012

Dear Ms. Smith:

We are sorry about the inconvenient you faced on March 17 with the four

pounds of Muenster cheese you bought in our supermarket.

However, allow me to offer an explanation. Two days before you arrived we

suffered a black out and all our refrigerators went out of energy.

Nevertheless, we are glad to refund your money. Thank you for bringing this

matter to our attention. We assure you this will not happen again. We hope you

will visit our supermarket soon.

Sincerely yours,

Giselle Santa Cruz

Owner

Sosa E.

38