English Business Letters Prepared by Dr: Ghaleb AL-Bostanji · English Business Letters Prepared by...

English Business Letters

Prepared byDr: Ghaleb AL-Bostanji

Designed by : Faisal Muhsen ALzaqri – http://faisal2n.blogspot.com1

Introduction

When the technological “revolution” first began, a series of fears developed along with the new automation. it was feared that increased computerization would put vast numbers of people out of work, so, it is now apparent, however, that the more computerized our society becomes, the more desperate grows the need for skilled employees.

Businesses have had to focus attention and effort on customer service. Customer service, in turn, requires employees equipped, not only with critical thinking skills and social graces, but also with the ability to communicate. And communications skills mean, in an era of fax machines and e-mail, the ability to compose messages with words, that is, to write. Thus, the ability to convey information and ideas in clear, comprehensible language is currently in high demand. But this demand also happens to coincide with what has been termed “a crisis in American education.” It is widely feared (and may be generally true) that many U.S. schools and even universities are turning out graduates inadequately equipped to function in today’s job market, to meet the needs of today’s employers. The result is that the individual who is skilled, who can communicate clearly and effectively in writing, possesses a rare and valuable commodity.

Given the fact that you can learn to write and then market your writing skill, this book will serve as your guide. Like any good guide, it is intended to reduce your trepidation as you enter unknown territory, it will help you get started on the right path and maintain an appropriate attitude. It will point out the dos and don’ts within each area of business writing. And, it is hoped, it will leave you on your own, a more confident, competent writer than when you began.


Unit One

WRITING ENGLISH (CORRESPONDENCE(THE NEED FOR WRITING ENGLISH

BUSINESS CORRESPONDENCE

Although, advances in technology have made possible the elimination of many unskilled jobs, they have also led to the creation of new, skilled jobs. For example, as technology has increased competition along with consumer demand. Businesses have had to focus attention and effort on customer service, which it requires employees equipped with the ability to communicate. Although telephone, telegraphic communications and recently the internet are widely used, the ability to write appropriate business letters is highly valued in the business world, because most other means of communication need to be confirmed and detailed in writing.

The ability to compose business correspondence is a scarce marketable skill, but it is also an attainable one. Despite the forbidding mystique surrounding the act of ‘writing,’ and sometimes the very word, it is not a skill one is born with. People learn to write, just as they learn how to read, to drive, or to use computers. But, just like learning to drive, learning to write takes effort and practice. One gets better at it the more

one writes . For business purposes of every kind and at every level of performance,

writing remains the most important means of communication, for the following reasons:


1 -Letters are inexpensive (cheap) and useful means of communication when asking or conveying information, (exchange of information .(

2 -They provide a permanent record and an evidence of business agreements .

3 -Well written letters are considered the best method of informing customers about new products, etc .

4 -Written communication is vital to the network users who interact from homes and places of work, nearly in all aspects of life .

KINDS OF LETTERS

We encounter different kinds of letters daily. We get personal letters from friends. We receive business letters at work, and some collection letters from the bank. These letters have integral to our lives since we were babies. It is interesting to learn the different kinds of letters.

Below are sample letters: - Welcome Letter - Letter of Appreciation - Apology Letter - Collection Letter - Invoice Letter Template - Letter of Invitation - Marketing Letter - Letter of rejection

Welcome Letter states the feeling of happiness and gratitude to the recipient for becoming a member of an institution or group. The employer writes a welcome letter to a newly hired employee. A student may receive a welcome letter from a college that he passed. Store owners may also send letters to their customers welcoming them to try their latest products and promos.


A Letter of Appreciation is a written expression of gratitude. It contains notes of appreciation for the kind deed of the recipient.

An Apology Letter is a sorry letter, often with a supporting explanation. Verbal apologis are usually more difficult that people resort to letters instead. Such letters are a good way to reach out and extend to the other party.

Collection Letter is a business reminder of outstanding credits due, or overdue credits that must be paid immediately. It is a written reminder of your obligation to settle necessary payments.

Invoice Letter is a written request for the invoice number of a sales transaction.

Letter of Invitation is a formal written request for the presence of the recipient on an occasion. It may be informal gatherings like a birthday or Christmas party. It can also be a business invitation to a meeting. The important details of the occasion are included in the letter like the name of host, date, time and venue.

A Marketing Letter sells products to customers. These are usually mass-produced and distributed to many. This is a good way to disseminate information about new products being sold.

Letter of Rejection states that a certain requested has been denied. A supporting explanation usually follows. As an example, a university sends rejection letters to students who failed their entrance exams. The student will not be allowed to enroll in their school.

Letters are important means of expressing different feelings and needs. Writing them down helps to organize thoughts and states a clearer message.


The effectiveness of strong letter writing is often overlooked. Writing strong, professional letters to your clients and other businesses is as important as social networking, website blogging, incorporating SEO strategies into your articles, and networking to market your business or yourself.

Letter writing can be as simple as a short paragraph sent in an email, a response to an inquiry, or an elaborated letter written on your letter head sent via snail mail. How you represent yourself as a professional and intelligent person is expressed through your written word. Spelling errors, incorrect grammar and syntax usage, and improper use of punctuation, prepositions, or other parts of speech can significantly affect the impression you give, regardless of how experienced or trained you are in your particular trade or profession.

Knowing which type you need is just the beginning. You do not want to come across as a friendly pen pal if you are writing a business letter; you need to be direct and to the point, yet still be perceived as professional. Your tone and language needs to be strong.

At the same time if you are thanking a donor or business partner, you do not want to come across as cold or aloof. Providing a cover letter to accompany your resume should be written another way; inquiring about a potential employee you are considering should be done differently altogether. In other words, your written correspondence should directly reflect the purpose it is intended for. Letter perfection is always a necessity.

This includes... letters to apologize, thank someone, campaign, fundraise, apply for a grant, apply for hardship, apply for college entry, accept a job, accept a business proposition, for marketing, for sales, for business matters, for friendly purposes, to show interest, and for recommendation. No matter the purpose, your letter needs to be strong, compelling, and readable.


Some businesses get bogged down with the technicalities of conveying effective messages to their clients, employees, prospective business partners, and other affiliates. But taking care with all of your written correspondence is not only wise it is a sound investment. Good writers can save businesses a lot of time, especially those who focus on meeting your needs.

Don't underestimate the need for good written communication and what it represents. There are numerous ways to get your point across and convey a strong message. Something as simple as a poorly written email response can be a disaster for a business. Letter Perfection is always a prerequisite for successful communication for any business.

In general, we can divide the letters to four kinds:

1 - PERSONAL_LETTERS : Letters we write to our friends and relatives using informal style as in a

conversation over the telephone or a chat through the internet. To use the surname or the first name depends on how close the

correspondent is.e.g. Dear Salem or My Dear Salem .

2 - OFFICIAL_LETTERS :

Letters which are written by ministries and government departments, generally using formal phrases and typed on official headed paper .

3 - BUSINESS_LETTERS :

Nearly all letters written on business situations to accomplish various processes in trade transactions; ranging from enquiries, quotations, sale letters, orders, complaints …etc .

4 - SEMI-PERSONAL_LERRERS :


Are business letters using less formal language when intimate relationship exists as a result of long term dealing .

DIFFSIERENCE_BETWEEN_PERSONAL_LETTERS &_BOTH_BUSINESS_AND_OFFICIAL_LETTERS

BUSINESS AND OFFICIAL PERSNAL1. Exchanged between firms and persons engaged in trade, while official are sent by ministries, government, departments,….etc.2. The subject is commercial (business transactions) . 3. Display is very necessary. 4. The signature is very important. 5. Sender’s address, date and the reference should always be inserted. 6. Business and Official letters are typed on a standard measurement (size) of paper.7. Copies of those must be filed. 8. Mostly typed

1. Sent to friends and relatives.

2. Private matters, social occasions.

3. Not necessary.4. Not necessary. 5. Not necessary.

6. Can be written on fine decorated Papers.

7. Unnecessary to take carbon copies. 8. Frequently hand-written.


Questions & Answers (Questions & Answers (Unit One)

Read the question carefully before you answer. Answer all the multiple choiceRead the question carefully before you answer. Answer all the multiple choice questions and check them to be sure that you have answered all the questions.questions and check them to be sure that you have answered all the questions.Section One: Multiple Choice Questions. (The answers’ written in Bold)Section One: Multiple Choice Questions. (The answers’ written in Bold)

1) 1) Advances in technology have made ……. a) Possible the elimination of many unskilled jobs b) they have also led to the creation of new, unskilled jobs. c) a+ b c) a+ b d) non from the above. d) non from the above.

1) Telephone, telegraphic communications and recently the internet are…………a) widely used

b) widely not used

c) rarely used

d) rarely not used

2) The ability to write appropriate business letters is ……… in the business worlda) highly valued

b) not highly valued

c) valued


d) Highly not valued

3) Written business letters is highly valued in the business world, because most other means of communication …………………………………………………………………………..

a) need to be confirmed and detailed in writing .

b) not need to be confirmed and detailed in writing .

c) need to be confirmed and without detailed in writing .

d) None of the above

4) For business purposes of every kind and at every level of performance ……………………………the most important means of communication

a) writing remains

b) writing not remains

c) talking remains

d) a + c

5) Writing remains the most important means of communication, for the following reasons:

a) letters are inexpensive

b) letters are cheap

c) useful means of communication when asking or conveying information

d) all of the above

6) Conveying information means:a) exchange of information

b) spreading of information

c) search of information

d) all of the above


7) One of the following is not from the advantages of written business letters:a) They provide a permanent record

b) They provide an evidence of business agreements

c) They considered the worst method of informing customers about new products.

d) a + c

8- Letters we write to our friends and relatives using informal style are known as:a. Business letters. b. Personal letters. c. Official letters. d. Semi-Personal letters.

9- Letters which are written by ministries and government departments are known as: a. Business letters. b. Personal letters. c. Official letters. d. Semi-Personal letters.

10.- All letters written on business situations to accomplish various processes in trade transactions are knowna. Business letters. b. Personal letters. c. Official letters. d. Semi-Personal letters.

11-Business letters using less formal language when intimate relationship exists as a result of long term dealing are known as:

a. Business letters. b. Personal letters. c. Official letters. d. Semi-Personal letters.

12) In ………………………………, the subject is commercial.a. Business letters. b. Personal letters. c. Business letters & Official letters. d. Semi-Personal letters.

13) In ………………………………, the signature is very important.a. Business letters. b. Personal letters. c. Business letters & Official letters. d. Semi-Personal letters.

14) Display is very necessary in ………………………………………..a. Business letters. b. Personal letters.


c. Business letters & Official letters. d. Semi-Personal letters.

Section TWO: Section TWO: True/False Questions

1. in the official letter, the signature not necessary. (F)

2. Personal letter can be written on fine decorated papers. (T)

3. Business letters & Official letters are mostly typed. (T)

4- Will written letters are considered the best method of informing 4- Will written letters are considered the best method of informing customers about new products.customers about new products. (T) 5- Written communication is not vital to the network users. 5- Written communication is not vital to the network users. (F) 6- Written communication Written communication provides a Temporary record. (F)

UNIT TWOPARTS OF THEBUSINESS LETTERS

Business Letters

A business letter is more formal than a personal letter. It should have a margin of at least one inch on all four edges. It is always written on 8½"x11" (or metric equivalent) unlined stationery. There are six parts to a business letter.

1. The Heading.

2. The Inside Address.

3. The Greeting. Also called the salutation.

4. The Body.

5. The Complimentary Close.

6. The Signature Line.


So, we can divide the business letter to two parts: main parts and secondary parts.

)A) THE MAIN PARTS OF THE LETTER

1 . PRINTED HEADING (LETTERS-HEAD :(

This is usually printed at the top, contains the return address (usually two or three lines) with the date on the last line.

Sometimes it may be necessary to include a line after the address and before the date for a phone number, fax number, E-mail address, or something similar.

Often a line is skipped between the address and date. That should always be done if the heading is next to the left margin. (See Business Letter Styles.)

It is not necessary to type the return address if you are using stationery with the return address already imprinted. Always include the date.The Heading contains :

1 -The name of the firm .2 -The telephone numbers-fax- telefax .

3-The telegraphic address .4 -e-mail address.

5 -The telex number.6 -The line of business.

7 -The trade mark.8 -The Registration number (usually appears in small print.(

9 -The Bankers .10 -The type of ownership (Co., Est., Inc., Ltd.(.

11 -Branches.


http://englishplus.com/grammar/00000150.htm


In some cases they are put at the very bottom of the page, but sometimes the heading consists of the name of the firm only .

2 - THE DATE :

This is typed at the top right-hand corner (except when the fully blocked style is used.(

1 .Don’t use figures for the month. 2 .Put a comma before the year .

Any of the following forms is correct: 18th June 1999, June 18th.

June 18, 1999 . The first one is recommended

American Style British Style

Heading

According to the format butusually aligned to the left

The heading is usually placedin the top right corner of the letter(sometimes centred)

Date

October 19, 2005 (month-day-year)According to the format but usuallyaligned to the left(two lines below the heading)

19 October 2005 (day-month-year) Usually placed directly (or 1 blank line)below the heading.

Salutation Dear Mr./Ms. Smith:Dear Sir or Madam:Gentlemen:

Dear Mr./Ms. Smith,Dear Sir or Madam,Dear Sirs,


After the salutation there is a colon (:)

After the salutation there is a comma (,)

Complimentary close

Sincerely,Sincerely yours,Yours truly,

Sincerely,Yours sincerely,Yours faithfully,

3 - THE REFERENCE

The letters-heading may contain a special position for the insertion of the reference. If not, it is usually placed in the top left-hand corner, and in the same line as the date. The reference gives the initial of the person who signes the letter or numbers needed for filing or classification .

Example: SR/ NA/ 1999 SR : Sohad Rihan

NA : New appointments 1999 :the year

4 - THE INSIDE ADDRESS :

This is the address you are sending your letter to. Make it as complete as possible. Include titles and names if you know them. This is always on the left margin. If an 8½" x 11" paper is folded in thirds to fit in a standard 9" business envelope, the inside address can appear through the window in the envelope.

An inside address also helps the recipient route the letter properly and can help should the envelope be damaged and the address become unreadable.

Skip a line after the heading before the inside address. Skip another line after the inside address before the greeting.


So, we can say that, the name and address of the individual or firm to whom the letters is to be sent will ensure that the letters is placed in its proper envelope.

Addresses are generally typed at the left-hand, always in single-spacing, three lines below the date or the reference .

All lines begin at the left-hand margin.Mr. For addressing a male person .

e.g. Mr. Jamil Taher .Messrs Two or more persons who form a partnership.

e.g. Messrs Thabet & Naseem (messieurs is never used (Miss For addressing unmarried woman

e.g. Miss Johnson.Mrs. For addressing a married woman

e.g. Mrs. Johnson Mis Is used for both married and unmarried woman, when you are not

sure whether the woman is married or not. (pronounced miz (Mesdames plural of Mrs .

Misses Plural of miss Esq. Esquire: always follows the name and is considered a courtesy.

e.g. Ghazi Newer Esq .)Mr. and Esq. are not used at the same time .(

USEFUL HINTS :

1 -Use the For Attention line if you want your letters to reach a certain person. e.g. Wadi Seer college

P.O. Box 2161 For the attention of Mr. Ali Nemer

2 -If you are writing to a person holding a particular position, write “The” Before the position. e.g. The Finance Director .

3 -Use c/o, “care of” , if you want the recipient to send on the letter .


e.g. Mr. Younes Souqi . c/o Hammam Y. Souqi

4 -It is recommended to use the following order :-The name of the person forms the first line .

-The name of the house or building and name of street, avenue .-The name of town or city .

-The post code.-The name of the country is the last item.

Example : Industrial House

34 Kent Road Bolton BL 48 TF

UNITED KINGDOM

5 - Salutation :

The greeting in a business letter is always formal. It normally begins with the word "Dear" and always includes the person's last name.

It normally has a title. Use a first name only if the title is unclear--for example, you are writing to someone named "Leslie," but do not know whether the person is male or female. For more on the form of titles, see Titles with Names.

The greeting in a business letter always ends in a colon. (You know you are in trouble if you get a letter from a boyfriend or girlfriend and the

greeting ends in a colon--it is not going to be friendly(.

The opening words of greeting in letters are Know as the salutation. It is typed at the left-hand margin, there line space below the address (or the

attention line if used .(The forms used in business include the following :



Dear Sir, Dear Sirs , Dear Mr. Ghazi, Dear Madam

For government and municipal officials the forms generally used are: Sir, Sirs ,

kind of letter Salutation Complimentary 1- General Business Dear Sir

Dear Sirs Dear Madam

Yours faithfully Yours truly

2- Official Sir Gentlemen Madam

Yours faithfully

3- Semi-Personal Dear Mr. Harris Dear Harris

With Kind regards Yours sincerely

4-Personal Dear Ted My dear Ted

With best wishes Very sincerely yours Yours affectionately

6 - The Body of the Letter :

The body is written as text. A business letter is never hand written. Depending on the letter style you choose, paragraphs may be indented. Regardless of format, skip a line between paragraphs.


Skip a line between the greeting and the body. Skip a line between the body and the close.

The subject matter of the letter is contained in the body which is usually divided into three paragraphs for easier reading and understanding :

The first: Is an opening that brings into the mind of the reader what the letter is about, to help him link up the letter on his files .

The second: Contains information and facts about the important points you would like to know, to do, or to ask for .

The third: A closing that ends the letter with points, and sentences, such as requesting early reply or promising further assistance …etc .

7 - The Complimentary Close :

This short, polite closing ends with a comma. It is either at the left margin or its left edge is in the center, depending on the Business Letter Style that you use. It begins at the same column the heading does.

The block style is becoming more widely used because there is no indenting to bother with in the whole letter.

The paragraph of the letter is followed by the complimentary close which must match up with the salutation

1. The complimentary close should be typed two line spaces below the last line of the letter of the final paragraph at the left-hand margin (Blocked Style) or at the right side (Indented).

2. Only the first word is capitalized e.g. Yours truly.

3. When the name of the firm or company follows the complimentary close. It should be typed in capital letters.

Example: Yours faithfully




LUNAR DEVELOPMENT CO.LTD .

8 - signature

Skip two lines (unless you have unusually wide or narrow lines) and type out the name to be signed. This customarily includes a middle initial, but does not have to. Women may indicate how they wish to be addressed by placing Miss, Mrs., Ms. or similar title in parentheses before their name.

The signature line may include a second line for a title, if appropriate. The term "By direction" in the second line means that a superior is authorizing the signer.

The signature should start directly above the first letter of the signature line in the space between the close and the signature line. Use blue or black ink. Business letters should not contain postscripts. Some organizations and companies may have formats that vary slightly .

The signature is always done by hand in “blue” Ink as a proof that the letter is original.

The authorized person signes within the space between the complimentary close and the designation (the position or the business tittle). If a woman likes to indicate her marital status she may add (Miss) or (Mrs.) to her name .

When someone signs on behalf of, the term per pro (p.p.) is used and

means (for and on behalf .( e.g .


B-THE SECONDARY PARTS OF THE BUSINESS LETTER

1 - your Reference : The addressee’s reference where know, is typed first, but since the

reference is mentioned in the context of the first paragraph, it is not commonly used.

Example : Your ref: AL/ 98

Our ref: Rs/Lf

2 - Mailing Reference :

Any mailing instructions which have to be shown on the envelope should be typed on the letter immediately above the inside addresses. E.g .

Classified mail :

SECRET, PRIVATE, CONFIDENTIAL, URGENT, SPECIAL DELIVERY .


3 - For the Attention line : If you want a certain person to deal with the letter, he attention line is

sometimes inserted between the inside address and the salutation. This form of address will ensure that the person dealing with the subject will have the letter brought to his notice .

4 - The Subject Heading :

This states Briefly as possible what the latter is about. The purpose of the subject

heading is : 1 -To indicate at a glance the contents of the letter .

2 -To be of assistance when the letter is opened in the mail room and when the letter is being filed .

The subject heading should be typed two line space below the salutation and may be underlined. A full stop is not necessary at the end of the heading .e.g .

5 - Enclosures : Are indicated at the foot of the page below the signature, if the enclosures accompany the letter (Documents, Catalogues, Price-lists,

etc .(The label method is sometimes adopted. The labels are generally printed in bright colours .


1 -To remind the typist of enclosure of the documents in the envelope . 2 -To draw the attention of the person who will open the envelope that

something has been enclosed .Note that the abbreviated from is used (Enc. or Encl(

6 - Carbon copies : )C.C.) is typed at the bottom left-hand of the Page, when copies are sent

to people other than the recipient . sometimes the recipient has not to know that other people have

received copies, in the case (b.c.c.) blind carbon copies is written on the copies but, of course, not on the original .Carbon copies are arranged according to :

- The rank - Job priority

- Geographical location - Alphabetical order

7 - Postscript (P.S :( A postscript is a part added to the letter. It may, however consist of

certain information or a statement to which special attention is drawn . Nota Bene N.B.: Mark Well also can be used for the same purpose.

The Postscript is used : 1 -To give emphasis to an important point .

2 -To add a paragraph after the letter has already been signed . The writer should add his signature at the end of the postscript.

8- Initials : Are typed at the left corner to identify the writer and the typist for

future reference. e.g. SH/SM.9 - Continuation Sheet :

For letters requiring more than one page. A continuation sheet will be necessary. The continuation sheet should be plain (Not headed) and of the same size and quality of paper. Continuation sheets usually begin


with a line containing: The number of the page, the date, and sometimes the name of the addressee.

Some firms use what is described as (Catch words) to insure correct continuity, i.e.: The last word of the first page is shown at the top of the second page .


Questions & Answers (unit two)Questions & Answers (unit two)

Read the question carefully before you answer. Answer all the multiple choiceRead the question carefully before you answer. Answer all the multiple choice questions and check them to be sure that you have answered all the questions.questions and check them to be sure that you have answered all the questions.Section One: Multiple Choice Questions. (The answers’ written in Bold)Section One: Multiple Choice Questions. (The answers’ written in Bold)1. 1. One from the following is not from the heading contains:a- the name of the firm b- the trade mark. C- the reference. d. e- mail address. 2. Parts of the letter consist of :a. main partsb- Secondary partsc. main parts & Secondary partsd-non of the above

3. Printed heading (letters-head) contains:a. the telephone numbers-fax-telefax. b. the line of business .c. the bankers. d. all what mentioned

4- One from the following forms is not correct: a-18th June 1999. b. June 18th.c-. June 18, 1999 d-18/ 12/2005.

5- THE DATE is typed at the ……………………………………………………a. top right-hand corner (except when the fully blocked style is used).b. top right-hand corner (except when the fully indented style is used).c. top left-hand corner (except when the fully blocked style is used). d- top right-hand corner.

6- THE REFERENCE is usually placed in the ………….a. top right-hand cornerb. top right-hand corner, and in the same line as the date.c. top left-hand corner. and in the same line as the date.d. top left-hand corner.


7- Addresses are generally typed at the ……………………………a. right-hand, in single-spacing. Three line below the date or the reference.b. left-hand, in single-spacing. Three line below the date or the reference.c. left -hand, in single-spacing. Two line below the date or the reference.d. left-hand, in double-spacing. three line below the date or the reference.

8- Misses it’s: a- Plural of miss

b - Plural of Mrs. c- for addressing a married woman d- For addressing un married woman. 9- Messrs it’s:

a.Two or more woman who form a partnership.

b-Two or more persons who form a partnership.

b.for addressing a married woman

c. Plural of Mrs.

10- Mesdames it’s: a. Plural of Mrs b. Plural of missc-for addressing a married woman d. For addressing un married woman. 11- One from the following forms is not correct:

a. Mr. Jamil Taher. b. Messers Thabet & Naseem.c. messieurs Thabet & Naseem. d. Mrs. Johnson

12- One from the following forms is not correct: a.Mr. Jamil Taher. b. Thabet Esq.

c. messers Thabet & Naseem. d. Mrs. Johnson Esq.

13- Use the ………, if you want your letters to reach a certain person. a. For Attention line. b. c/o

c. Salutation. d. a + b

14- Use the ……………, if you want the recipient to send on the letter.


a. For Attention line. b. c/o c. Salutation. d. a + b

15- The opening words of greeting in letters are Known as the……a. Courtesy. b. salutation. c. Complimentary Close. d. Correctness.

16- The salutation is typed at the…………………………..a. left-hand margin, there line space below the addressb. right-hand margin, there line space below the addressc. left-hand margin, two line space below the addressd. left-hand margin, single line space below the address.

17- The forms used in business salutation include the following:a. Dear Sir. b. Dear Sirs. c. Dear Madam. d. All what mentioned.

18- For government and municipal officials’ salutation the forms generally used are:

a. Sir b. Sirs c. a + b d. non from the above.

19- For Semi-personal letter, salutation forms generally used are:a. Dear Mr. Harris b. Dear Harris c. a + b d. non from the above.

20- We can use “ Yours faithfully” as Complimentary Close in the:a.Business letters b. Personal letters.C . Official letters. d. a + c

21- We can use “Yours truly” as Complimentary Close in the:a.Business letters b. Personal letters. c. Official letters. d. a + c

22- The body of the letter is divided into …………………… paragraphs

a. Two. b .three c. four. d. more than four.

23- …………………….paragraph: Contains information and facts about the important points you would like to know, to do, or to ask for.

a. The first b. The second c. The third. d. the fourth.

24-…………………….. paragraph: Is an opening that brings into the mind of the


reader what the letter is about, to help him link up the letter on his files. a. The first b. The second c. The third. d. the fourth.

25- -…………………….. paragraph: A closing that ends the letter with points, and sentences, such as requesting early reply or promising further assistance …etc. a. The first b. The second c. The third. d. the fourth.

26- The last paragraph of the letter is followed by the. a. complimentary close b. Salutation c. signature. d. a + c.

27- The complimentary close should be typed ……………………….a. two line spaces below the last line of the letter of the final paragraph at

the left-hand margin (Blocked Style) or at the right side (Indented).

b. Three line spaces below the last line of the letter of the final paragraph at the left-hand margin (Blocked Style) or at the right side (Indented).

c. two line spaces below the last line of the letter of the second paragraph at the left-hand margin (Blocked Style) or at the right side (Indented).

d. three line spaces below the last line of the letter of the final paragraph at the right-hand margin (Blocked Style) or at the left- side (Indented).

28- When the name of the firm or company follows the complimentary close. It should be………..a. typed in small letters.

b- typed in capital letters.

b. typed Only the first word is capitalized.

c. Non from the above.

29- The signature is always ………a-Done by hand in “balk” Ink as a proof that the letter is original. b- Done by hand in “blue “Ink as a proof that the letter is original. c- Done by hand in “reed “Ink as a proof that the letter is original.


d- Done by typing in “blue “Ink as a proof that the letter is original.

30- The authorized person signes within the space a. between the complimentary close and the salutation.b. between the complimentary close and the name of company.c. between the complimentary close and the designationd. All what mentioned.

31- If a woman likes to indicate her marital status she may add ………… to her name.

a. (Miss)b. (Mrs.) c. (Miss) or (Mrs.)d. All what mentioned.

32- When someone signs on behalf of, the term

a. per pro is used and means (for and on behalf).

b. (p.p.) is used and means (for and on behalf).c. a + b d. non from the above.

33- One from the following from THE MAIN PARTS OF THE LETTERa-your Reference: b. The signature. C. heading letter d. b + c

34- One from the following is not from THE MAIN PARTS OF THE LETTER

a. your Reference b. The signature. C. heading letter d. b + c

35-Any mailing instructions which have to be shown on the envelope, should be typed on the letter immediately above the inside address, this we called:………………………….

a. Your Reference b. Mailing Reference c. For the Attention line d. a + b

36- The purpose of the subject heading is:

a. To indicate at a glance the contents of the letter.

b. To be of assistance when the letter is opened in the mail room and when the letter is being filed.


c. a + bd. Non of the above.

37-The subject heading should be typed a. two line space below the salutationb. two line space below the complementary close.c. three line space below the salutationd. three line space below the complementary close.

38-…………….., Are indicated at the foot of the page below the signature.a. Enclosuresb. subject heading c. salutationd. Complementary close.

39- The labels are generally printed in bright colours.

a. To remind the typist of enclosure of the documents in the envelope.

b. To draw the attention of the person who will open the envelope that something has been enclosed.

c. a + bd. a + c

40- The abbreviated form of ……………….. is used (Enc. or Encl).a. Esquireb. Enclosurec. Environmentd. Encloure

41- ……………….,is typed at the bottom left-hand of the Page.a. Carbon copies.b. The labels.c. Complementary close.d. subject heading

42- The abbreviated form of ………………….. is used (b.c.c.).a. Carbon copies.


b. Complementary close.c. blind carbon copiesd. Blind Complementary close.

43- Carbon copies are arranged according to: a. The rank b. Job priority and Geographical location c. Alphabetical order d. All what mentioned.

44-………………is a part added to the letter. It may, however consist of certain information or a statement to which special attention is drawn.

a. A postscript.

b. Nota Bene.

c. Carbon copies.

d. Initials

45-Nota Bene N.B.: Mark Well also can be used for the same purpose of………

a. Initials.

b. A postscript.

c. Job priority.

d. Carbon copies.

46- The Postscript is used:

a. To give emphasis to an important point.

b. To add a paragraph after the letter has already been signed.

c. To add a paragraph to the letter.

d. a + b


47- ……….. ,Are typed at the left corner to identify the writer and the typist for future reference. e.g. SH/SM.

a. A postscript.

b. Nota Bene.

c. Carbon copies.

d. Initials

48- A continuation sheet usually begins with a line containing:

a. The number of the page,

b. The date.

c. Sometimes the name of the addressee.

d. All what mentioned.

49- Some firms use what is described as………… to insure correct continuity.

a. ( A continuation sheet)

b. (Nota Bene.)

c. (Carbon copies.)

d. (Catch words)

50-………means: The last word of the first page is shown at the top of the second page.

a-( A continuation sheet)

b-(Nota Bene.)

c-(Carbon copies.)

d-(Catch words)


51- The writer may add a personal touch to semi-personal letters by writing the salutation and the complimentary close in “Bold”;This is know, as :

a-A continuation sheet

b-Nota Bene.

c-Topping and Tailing.

d-Catch words


1-The writer should add his signature at the beginning of the postscript. (F).

2- A continuation sheet should be plain (Not headed) and of the same size and quality of paper (T ).

3-A continuation sheet used for letters requiring more than one page. (T)

4- The reference gives the initials of the person who Signes the letter. (T ) 5- All lines of the inside address begin at the left-hand margin. (T)

6-MISS For addressing un married woman. (T)

7-Addresses are generally typed at the left-hand. Always in single-spacing. (T)

8-Mr. and Esq. are used at the same time. (F)

9- The name of the country is the last item in the addresses order. (T)

10- In the official letter, complimentary close use “Yours truly. (F)

11- The body of the letter is divided into two paragraphs. (F)


12- The second paragraph tell the reader what the letter is about. (F)

13- Complimentary close must match up with the salutation. (T)

14- Designation means: the position or the business title. (T)

15- The signature is not always done by hand. (F).

16- The addressee’s reference where know, is typed first,(T)

17- Since the reference is mentioned in the context of the first paragraph, it is commonly used. (F)

18-The attention line is sometimes inserted between the inside address and the salutation.(T).

19 - Sometimes the recipient has not to know that other people have received copies, (T)

20-In the case blind carbon copies is written on the copies but, of course, on the original. (F)

21-Carbon copies are arranged according to: The rank (T).


UNIT THREE

THE FEATURES OF A SUCCESSFUL BUSINESS LETTER The essence of effective writing is to give the reader the feeling that he

understands what he reads in a neutral tone .

How to write a business letter: 6 tips

1. What's your point? State it clearly and concisely A good business letter does not ramble on; it supplies all pertinent information in a clear and concise manner. Using 1" margins and a serif font such as Times New Roman (12 point) or Georgia (11 point), your sentences should be no longer than 2 ½ lines, preferably shorter. Conventional business correspondence contains the date, inside address, salutation, etc., in addition to the body of the letter. The complete letter should still fit easily on one side of an 8 ½" x 11" sheet of paper. Pretend that you are on a limited budget and every word you use has a price tag. Consequently, you must be


frugal with the number of written words in every sentence.

2. State your purpose in the opening sentence Many professionals process large amounts of written material daily and learn how to skim their mail quickly and effectively. There are really not enough hours in the day for a busy person to read each letter slowly, word for word. For these reasons, it is necessary to state your purpose in the opening sentence of the letter. It is also best to use active voice instead of passive voice. Passive voice requires longer verb forms, building longer sentences that are tiresome to read.

3. Use a formal tone Although it is important to write a letter that sounds natural and is not long-winded, remember that the tone of a business letter should be more formal than normal, conversational English. If you are trying to impress someone with your education and credentials, avoid using slang and idiomatic expressions. Run-on sentences may have a negative effect on the reader as well. If you crowd too many ideas into one sentence, the reader may become lost in the tangle of words. After skimming the first few sentences, a reader may slow down and read a well-written letter more closely, but may quickly toss one into the "circular file" if it is difficult to read or unprofessional. You do not want to write a letter that provokes confusion, annoyance, or amusement.

4. Correct spelling and grammatical errors Even though someone may be skimming your letter, do not assume that he or she won't notice any spelling or grammatical mistakes. The most popular word-processing programs have writing tools such as spell checks, dictionaries, and grammar tips. Make sure these features are activated in your program and learn how to use them. Remember, however, that a spell check will not help if you spell the word correctly but use it incorrectly. For example, the words "affect" and "effect" are often mistakenly interchanged.


Consult a dictionary if you are unsure of your word usage.

5. Reread your letter Many people write an important letter, print it out and mail it without further consideration. If possible, let your finished letter sit on the computer for an hour or two, then go back and reread it. Do not skim your letter. Read it closely and you may be surprised at the number of simple mistakes you will find. If you do find mistakes, correct them and read it again. Can you read it through without finding more mistakes or rewriting any sentences? Have you stated your ideas as clearly and concisely as possible? If not, then your letter is not ready to mail. It takes patience to write a good business letter. With time and experience, however, your letters will begin to flow more quickly and easily.

6. Get a second opinion If you have a competent friend who is willing to help you, it is a good idea to get a second opinion on both your letter content and structure. Your helper may read the letter silently or you can read the letter out loud and ask for his or her reaction and comments. Even if you are alone, reading the letter out loud may still prove useful as your brain will process the information differently than it would if you read the letter silently.

The seven C’s When We talk about “Effective Communication” one thing that comes in mind, what are the basic principles of “effective communication” . These principles tells us how your message can becomes effective for your target group, These principles also tell about style and importance of the message. These principles commonly known as 7 C’s of effective communication.


Seven C’s of Effective Communication 1. Completeness2.Conciseness3.Consideration4.Concreteness5.Clarity6.Courtesy7.Correctness

1) Completeness Message Receiver- either listener or reader, desire complete information to their question. e.g. suppose you are working with multinational company who is engaging with engineering goods, like A.C. Now let say one of your major customer wants some technical information regarding “thermostat” (because he wants to convey the same to the end users). In this case you have to provide him complete information in a short span of time.If possible, provide him some extra information which he does not know,. In this way you can maintain a good business relation with him, otherwise he may switch to another company.

Five W’s One way to make your message complete is to answer the five W’s.

WHO?

WHAT?

WHEN?

WHERE?


WHY?

The five question method is useful when you write requests,announcements, or other informative messages. For instance, to order (request) merchandise, make clear WHAT you want, WHEN you need it, WHERE it is to be sent.

Conclusion of completeness At the end we can say that, you must provide him:- 1. All necessary information as requested by him. 2. Answers to his all questions carefully. 3. Provide some more information, which he is not requiring, just to maintain good relations.Completeness requirements:

The letter should state all necessary information and answer fully all the reader’s enquiries; the worst letter that gives every piece of

information about a product-except the price !

example: instead of say

- we allow you an extra we grant you 10% discount discount

2) Conciseness Conciseness means “convey the message by using fewest words”. “Conciseness is the prerequisite to effective business communication.” As you know that all businessmen have very short time. Hence a concise message save the time and expenses for both the parties.

Avoid Wordy Expression E.g. Wordy: - at this time.


Instead of “at this time” you can just use only a concise word:-NOW, Always try to use “To the point Approach” in business scenario perspective.

Include only relevant information Always try to provide only relevant information to the receiver of the message. Lets say one of your customers requested for clients of the company in reply you should provide simply list of clients at the panel of your company. No need to provide detailed business information about client at all. Observe the following suggestions to “Include only relevant Information.” –Stick to the purpose of message.–Delete irrelevant words.–Avoid long introduction, unnecessary explanation etc.–Get to the important point concisely.

Avoid un-necessary Repetition Sometimes repetition is necessary for focusing some special issue. But when the same thing is said without two or three reasons, the message become wordy and boring. That’s why try to avoid Un-necessary repetition.

Some ways to eliminate unnecessary words Use shorter name after you have mentioned the long once. e.g. Spectrum communications Private limited use spectrum. Use pronouns or initials E.g. Instead of world trade organization use WTO or You can use IT for Information Technology.(Keeping in views that receiver knows about these terms)


Conciseness requirements: The writer should not go on unnecessary details, the reader’s attention

should be drawn to particular item that is in his line of business, but the letter should not be too short it leave out vital information; it is annoying for a customer to write again and to wait for further information to be sent.Example :

Instead of say-You are kindly requested to Kindly advise us.

advise us.-Will you be good enough. please

3) Consideration Consideration means – To consider the receiver’s Interest/Intention. It is very important in effective communication while writing a message you should always keep in mind your target group consideration is very important “C” among all the seven C’s.

Three specific ways to indicate consideration I-Focus on “you” instead of “I” or “We”. Ii-Show audience benefit or interest of the receiver.iii-Emphasize positive, pleasant facts. Using “you” help you, but over use lead a negative reaction. Always write a message in such a way how audience should be benefited from it. e.g.

We attitude I am delighted to announce that we will extend to make shopping more.

You attitude “You will be able to shop in the evening with the extended hours.” Readers may react positively when benefit are shown to them.


Always try to address his/her need and want.

Always show/write to reader………… What has been done so far as his/her query is concerned. And always avoid that his/her need and wants. Always avoid that has not been done so Far.

4) Concreteness It means that message should be specific instead of general. Misunderstanding of words creates problems for both parties (sender and receiver). when you talk to your client always use facts and figures instead of generic or irrelevant information.

The following guidelines should help you to achieve the Concreteness.i- Use specific facts and figures.ii-choose image building wordse.gGeneral He is very intelligent student of class and stood first in the class.Concrete

Ali’s GPA in B.Sc Electrical Engineering 2k3-f session was 3.95/4.0, he stood first in his class.

Always write on a very solid ground. It should definitely create good image as well.

5) ClarityAccurately is purpose of clarity. In effective business communication the message should be very much clear. So that reader can understand it easily.You should always choose precise words.


Always choose familiar and easy words.Construct effective sentences and paragraphs. In business communication always use precise words rather longer statements. If you have a choice between long words and shorter one, always use shorter one.

You should try your level best to use familiar/easy to understand words so that your reader will quickly understand it. Familiar Next familiar words 1-after subsequent 2-home domicile 3-for example e.g. 4-pay remuneration 5-invoice statement for payments

Clarity requirement:


6) Courtesy

Knowing your audience allows you to use statements of courtesy; be aware of your message receiver. True courtesy involves being aware not only of the perspective of others, but also their feelings. Courtesy stems from a sincere you- attitude. it is not merely politeness with mechanical insertions of “please “and “Thank you”. Although Appling socially accepted a manner is a form of courtesy. rather, it is politeness that grows out respect and concern for others. Courteous communication generates a special tone in their writing and speaking. How to generate a Courteous Tone? The following are suggestions for generating a courteous tone:

Be sincerely tactful, thoughtful and appreciative.


Use expressions that show respect for the others

Choose nondiscriminatory expressions.Be sincerely Tactful, Thoughtful and Appreciative. Though few people are intentionally abrupt or blunt, these negative traits are common cause of discourtesy. avoid expression like those in the left hand column below; rephrase them as shown in the right-hand columnThoughtfulness and Appreciation Writers who send cordial, courteous messages of deservedcongratulations and appreciation (to a person inside & outside) help tobuild goodwill. The value of goodwill or public esteem for the firm maybe worth thousands of dollarsCourtesy requirements:The wording of letter must be friendly and diplomatic .Here are some hints that make the letter more polite :

- Pay special attention to titles . - Complimentary close .

- use active not passive voice . - Don’t use strong words .

Examples : Instead of: say

-Send us - Kindly send us- It has been brought to - We bring to your kind

your attention attention 7) Correctness At the core of correctness is proper grammar, punctuation and spelling. However, message must be perfect grammatically and mechanically. The term correctness, as applied to business messages also mean three characteristics: 1- Use the right level of language.2- Check the accuracy of figures, facts and words.3- Maintain acceptable writing mechanics.


Use the right Level of Language We suggest that there are three level of language: 1. Formal 2. Informal 3. Substandard.

Take a quick guess: what kind of writing is associated with each level? What is the style of each? Formal and Informal Words Formal writing is often associated with scholarly writing: Doctoral dissertations, scholarly, legal documents, top-level government agreements and other material where formality is demanded.

Informal writing is more characteristic of business writing. Here you use words that are short, well-known and conversational as in this comparison list: More Formal less formal Participate Join Endeavor try Ascertain find out Utilize use Interrogate questionSubstandard Language

Avoid substandard language. Using correct words, incorrect grammar, faulty pronunciation all suggest as inability to use good English. Some examples follow:Substandard More Acceptable Isn’t, aren’t Can’t hardly can hardly Aim to proving aim to prove Facts and Figures Accuracy Check Accuracy of Facts, Figures and words

It is impossible to convey meaning precisely, through words, from the head of the sender to a receiver. Our goal is to be as precise as


possible, which means checking and double-checking and double-checking to ensure that the figures, facts and words you use are correct. “A good check of your data is to have another person read and comment on the validity of the material”. Figures and facts

Verify your statistical data

Double-check your totals

Avoid guessing at laws that have an impact on you, the sender and your

Have someone else read your message if the topic involves data.

Determine whether a “fact” has changed over time. Proper Use of Confusing Words!

Our Language (Any) is constantly changing. In fact, even dictionaries cannot keep up with rapid change in our language. The following words often confusing in usage:A, An use a before consonants and consonants sounds or a long ” u” sound. Use an before vowels. Accept, except, accept is a verb and means to receive, except is a verb or a preposition and relates to omitting or leaving out. Anxious, eager Anxious implies worry, eager conveys keen desire.

Accuracy is important with special attention to: figures, titles, address, reference, prices. However, here are five points that help in making your letter successful: (The five Cs) Clarity, Conciseness, Completeness, Courtesy, Correctness.

GENERAL APPERANCE OF BUSINESS LETTERS

The layout and presentation of the letter are important as they give the first impression of the firm. The formal qualities include .

1 - Paper Quality and size :


Using appropriate size, good quality paper and well designed heading creates an impression of carefulness and good taste. It is essential to

know the main paper sizes used in business :paper size” in inches”

British size

Size Used for

Foolscap 13 x 8Quarto 10 x 8 Sixto 5 x 8

Octave 5 x 8

Long letters Medium length

Short letter, memos Compliment slips, post cards

Note that: six to is half the foolscap Octavo is half the Quarto

The most widely used for general printing and stationery is the A series*international size

SIZE Used for

A4 8.3 x 11.7 A5 8.3 x 5.8 A6 5.8 x 4.1 A7 4.1 x 2.9

Long or medium letters For short letters For post cards

Compliment slip, business cards

Note that:

-The basic size is A0 in the same proportion . - A2 is half A1 and so on

- B series for postcards - C series for envelopes

2 -Margins :


Both left and right-hand margins should align with the printed heading; the top and bottom margins should be equal too. The left-hand

margin should never be less than one inch (10 letter spaces .( The lines must be typed evenly and if necessary, divide Long words

at line end .

3 -line Spacing : With the majority of letters it is preferable to use single spacing for

the lines and double spacing for the paragraphs .

4 - Paragraphs : When there is a slight change in the subject, new paragraphs to be

commenced. To make writing letters easier, divide the letter into three paragraphs. Three paragraph rule opening paragraph, middle paragraph, closing paragraph .The form of the paragraph refers to the style of display:

- The indented form: 5 spaces (or more) indented in the first line . - The blocked form: all lines begin at the left margin.

- The hanging indention form: The first line is brought out to the left margin .

Indented form Blocked form Hanging indention

Form


REAL ESTATE INVESTMENT Co. Ltd .

Tix: 23333 AKARCO JO Tel: 670774 P.O.Box 950618

Ref:_________________ Date__ _________:

3 Inside Address________________ ________________2 Attention 3Salutation 2 Subject Heading 2 _________________________________________________________________________________________

Body of the letter __________________________________________________________________________________________2


Complimentary Close 4-5 Designation 3 Enc 2 c.c .

------------------------------------------------------------------------------------------------------------------------------------------------------------------------Suggested diagram for a business letter showing the location of each part. And the number of line spaces between them. (British Simplified style(

5 - Envelopes : *Business firms usually use envelopes of the same quality as their paper;

they are printed with the name and logo in the top left—hand corner of the reverse side. Envelopes are manufactured in various shapes and size: Here are some examples :

Commercial envelope; Most popular takes A4 sheet folded twice. A window envelope : Has a cut out panels through which the address can be read. AIR MAIL envelope: With red and blue border, and are printed with the words BY AIR MAIL in bottom left corner.

ADDRESSING ENVELOPES

The three important requirements of addressing are : 1 -Accuracy 2 -Clearness

3 -Good appearance


Useful suggestions to ensure speed delivery : 1 -Type the name and address in the part of the envelope starting from

the middle. The Blocked Style is recommended. 2 -Type your correspondent’s full name and address, post town

followed by the post code. 3 -Type the post town in Block capitals and the country name in full,

unless the abbreviation is approved by the post office 4 -Fix the stamps on the right-hand corner .

5 -Mailing notations should be typed in Block Capitals and underlined. e.g. PERSONAL, CONFIDENTAL .

6 -If there is an attention line in the inside address it should be typed in a similar way to the inside address .

7 -Use one single space when typing the address on the envelope .

STYLES OF DISPLAY : Letter display styles have rapidly changed and developed from the

oldest one “Fully Indented” to the “Blocked .” Choosing any of these styles is decided by the firm concerned and

may depend on the employer’s. Preference; this is called Rules of the house.

1-The Fully Indented: This style has because obsolete and rarely seen nowadays ,because it is time consuming and the parts are scattered over the page .

Arab Finance Corporation

Our Ref KT/BGTCTYour Ref BGTC/199

6 Dec., 1996The Belgium General Trading Co.


P.O. Box 7315 Amman- Jordan

Dear Sirs .OUR ORDER NO.3

We are pleased to inform you that items dispatched by you with your advice dated 12th March have arrived in good condition.

The special containers have today been returned to you by trucks, carriage forward, and we shall be glad if you will credit us with the sum of JD 5 charges for these items .

Yours faithfully, Ghaleb Bostanji

Enc.

FULLY-INDENTED STYLE (1(

2 -The Semi Indented: This style was very common but nowadays it is considered rather old

fashioned .The essential feature of this style is the blocking of the inside address .

Arab Finance CorporationOur Ref KT/BGTCTYour Ref BGTC/199

6 Dec., 1996The Belgium General Trading Co.


Dear Sirs .


OUR ORDER NO.3/83 We are pleased to inform you that items dispatched by you with

your advice dated 12th March have arrived in good condition. The special containers have today been returned to you by

trucks, carriage forward, and we shall be glad if you will credit us with the sum of JD 5 charges for these items .

Yours faithfully ,

Ghaleb BostanjiEnc.

)2 ( INDENTED STYLE )with close punctuation (

3-The Semi-Blocked

Another step towards full blocking, is to have the paragraphs vertically blocked in addition to the inside address and the salutation.

The subject heading still centred and the Complimentary close and the designation remain in the right side.


Our Ref KT/BGTCT Your Ref BGTC/199

6 Dec., 1996

The Belgium General Trading Co. P.O. Box 7315


Amman- Jordan Dear Sirs .

OUR ORDER NO.3/83



Yours faithfully , Ghaleb BostanjiEnc.

4 -The Fully Blocked

This style has been adopted by American firms; all parts of the letter begin in the left-hand margin .The advantages of blocking :

1 -Easy to follow information. 2 -Easy to type as display is less involved. 3 -More production with open punctuation.

Arab Finance Corporation Our Ref KT/BGTCT Your Ref BGTC/199

6 Dec., 1996 The Belgium General Trading Co.



Dear Sirs .OUR ORDER NO.3/83



Yours faithfully ,

Ghaleb Bostanji

Enc.

)4 (FULLY BLOCKED (American(5 -The British Simplified (refered to as blocked:(

After using the fully-blocked style, many firms decided to move the date to the right side of the page, for it makes the filing and reference easier and the letter looks, more balanced.


Our Ref KT/BGTCT Your Ref BGTC/199

6 Dec., 1996

The Belgium General Trading Co. P.O. Box 7315 Amman- Jordan

Dear Sirs .OUR ORDER NO.3/83




Yours faithfully ,

Ghaleb Bostanji Enc.

)5 ( BLOCKED STYLE )British Simplified Style (

PUNCTUATION : OPEN PUNCTUATION:

There are no punctuation marks at all after of the lines above and below the body of the letter .

MIXED PUNCTUATION: The date, the reference, the sender's address, the complimentary

close are fully punctuated .INDICATION MARK

2 after Complete of a sentence (long pause .(Full-stop (.)

1 after Between items in a series (short pause .(Comma (,)

2 after Where a direct question is asked .Question (?)

1 after Before two sentences closely related (longer pause than a comma .(Semi-colon (;)

2 after Before a question. Introducing a number of things. Stating a list of items .

Colon (:)


No spaces To indicate possessive case. To indicate short forms (Don’t .(Apostrophe (‘)

No spaces In compound work. To indicate division of words. When last letter of prefix and next letter are alike e.g. (Co-operation .(

Hyphen (-)

No spaces Fractions/per e.g.$25/tons .¼ ,Solidus /

Before the figure

At the price of (at ( @

1 before 1 after

Conjunction (and ( &

No spaces Pound sterling e.g. f 25 £

No spaces US Dollar e.g. $25 . $

CAPITALS:

The following are the principle uses of capitals (Upper Case:(

1 -At the beginning of a new sentence; after a full-stop, query or exclamation mark .

2 -All proper names; i.e. Charles.3 -All proper adjectives; i.e. Jordanian.

4 -All pronoun (1) and in Dear Sir .5-Titiles should begin with a capital i.e. The Prime Minister .

6 -Titles of books, periodicals, etc i.e. Business Letters .7 -Names of months and days of the week, feast days,etc. as: December,

Enter Sunday.8 -When using contractions and abbreviations as H.k.J.

9 -The first letter in each line of poetry .10 -The names of streets .

UNDERSCORING


In typewriting when you want to emphasize a word or a sentence, then underscore (underline .(

The underscoring may be used in the following cases :1 -To emphasize any particular word or sentence.

2 -For foreign words .3 -For subject heading.

4 -For marking of ruled lines in columns of figures.5 -For title of books, plays, etc .

RULES FOR DIVIDING WORDS AT LINE ENDCare should be taken in the division of words at the end of the line, as this enables the typist to produce work with even left and right-hand margins .

NEVER DIVIDE :

-ONE syllable words, e.g. speed .-Plurals of one syllable words, e.g. Boxes .

-Proper names, e.g. Azzam.-Figures and sums of money, e.g. JD100.

-Abbreviations, e.g. BBC .-The Last word of a page.

-Avoid division when in doubt, consult the dictionary .

IF NECESSARY DIVIDE:

-Between the root and suffix, e.g. friend-ship.-Between the prefix and the root, e.g.

dis-appear .-Between double consonants, e.g. plan-ning.


-Between consonants if separately sounded ,e.g. sen-tence .

ERRORS TO BE AVOIDED :

1 -wrong spelling.2-lrregular line spacing.3-Incorrect punctuation .

4-Omission of letters, words or line .5-Incorrect division of words at line-end.

6-Incorrect spacing after words or punctuation marks .7-Mistakes in the address and the recipient's title.

8-Uneven margins .

TYPIST’S CORRECTION SIGNS

Caps./ Change to all letters to capitals .U.C./ Change the underlined letter into capital.L.C./ Change to lower case .Trs. Transpose(Chang the order of words or letters .(h Transpose (Change the order of words or letters .(

N.P./ [ Begin anew paragraph after the bracket. Run on. No new paragraph. Join with line .

Delete mark on text . x Damaged letter. Substitule good one. Circle round

damaged letter .

Move to the left .


Move to the right .

Straighten margin. Same mark on text. Take out space and close up. Same mark on text .

stet Let it stand Draw dotted line section to be left in . # Insert space .

OTHER STYLES OF DISPLAY

1-Fax messages:

The fax comes from the word facsimile .The fax works on a system similar to the telephone with an advantage of sending exact copy of a document, design, or a photo. The fax has been widely used over the past few years, and it is still used by a large number of offices. Here is a suggested display of a fax message .

FAX MESSAGE

Message for:Mr. Sharif Hamawi From: Publishing Director

Address: ATC Date: 5 Aug. 1999

Fax NO.: 4201163 NO. of page: (1)

Dear sir ,

We are very pleased to inform you that the first draft of your book has been completed.


Yours sincerely

Ahmad yazouri publishing director

2 - Electronic Mail (e-mail :(

Subscribers to e-mail need a personal computer, a telephone line and a modem which is advice for converting signals to text. By e-mail you can send messages and data across the internet. Fax status enables you to fax an e-mail message and other document (attachments) to any fax machine in the world .

To send an e-mail message:1 -on the toolbar, click the New Mail button .

2 -In the To and/or Cc boxes, type the e-mail name of each recipient, separating names with a comma or semi-colon.(;)

to add e-mail names from the Address Book, click the book incon in the New Message wondow next to To, Cc, and Bcc, and then select names .To use the Bcc box, click the View menu, and then select All Headers .

3 -In the Sbject box, type a message title .4 -Type your message, and then click the Send button on the New

Message toolbar .

3 -Telex message:

The telex message is typed as with a normal typewriter, but sending a message needs operation skills and command of abbreviations recognized internationally .

Layout of a telex message :


Telecommunication corporation [TCC 70 Serial no, date, time, procede to select [213421 JUN 03 99 0150 PTS Called No. (+ end of number [21521 +

Answer back [21521 SUNCO JO Sender’s No ( here is) [21444 REMCO JO (

PLS Text RPOCEDE SHIPPONG

ASAP LC CFM ACCORDINGLY RGDS Sender’s No ( here is) [21444 REMCO JO

Answer back WRU) [21521 SUNCO JO End of Line [MMMMMDuration [Time 01,1 MINS

4 - Telegrams and cables :

Telegrams and cables are sent from the post office or dictated by telephone. When writing a telegram, the following points should be considered :

- Use the telegraphic address. e.g. JWICO - Cables are usually written in capitals .

- The word stop is used instead of fullstop . - It is better to use words rather than figures.


Questions & Answers (unit three)Questions & Answers (unit three)


1-The essence of effective writing is to


a- Give the reader the feeling that he understands what he reads in a high tone.

b-Give the reader the feeling that he understands what he reads in a neutral tone.

c-Give the reader the feeling that he not understands what he reads in a neutral tone.

d-All what mentioned.

2-Which of the following is not one of the points that help in making your letter successful?

a-Clarity.

b-Conciseness.

c-Compatibility.

d-Completeness.

3- Instead of: -Send us, we should Say –Kindly send us. The features of the letter hear is:a. Courtesy. b.Completeness. c. Conciseness. d. Correctness.

4- --------------------------: It means, The writer should not go on unnecessary details.

a. Courtesy. b.Completeness. c. Conciseness. d. Correctness.

5- ……………., require convey thoughts in a simple style using direct sentences. a.Courtesy. b. Completeness. c. Clarity. d. Correctness.

6- ………is important with special attention to: figures, titles, address, reference, and prices.

a. Accuracy. . b.Completeness. c. Clarity. d. Correctness.


7- Instead of: -We allow you an extra discount, we should Say –We grant you 10% discount. The features of the letter hear is:a. Courtesy. b.Completeness. c. Conciseness. d. Correctness.

8- Instead of: -Will you be good enough, we should Say –please. The features of the letter hear is:a. Courtesy. b.Completeness. c. Conciseness. d. Correctness.

9- The layout and presentation of the letter are important……..

a. As they give the first impression of the firm.b. They give formal qualities.c. As they give the impression of the firm.d. As they give the last impression of the firm.

10--The formal qualities of GENERAL APPERANCE OF BUSINESS LETTERS include:

a.Paper Quality and size.

b.Margins.

c.Line Spacing.

d. All what mentioned

11-The thing that creates an impression of carefulness and good taste are.a.Using appropriate size,

b. Good quality paper.

c. Well designed heading.

d. All what mentioned

12- Octave paper with size 5 x 8 inches used for:a. Long letters

b. Medium length

c. Short letter, memos


d. Compliment slips, post cards

13-One of the following is not correct.

a.Sixto is half the foolscap.

b.Octavo is half the quarto.

c.A2 IS half A1.

d-Octavo is half the foolscap.

14-A6 paper with size 5.8 x 4.1inches used for:

a. Long letters , Medium length

b. Short letter, memos

c. Compliment slips,

d- post cards

15- One of the following is not correct.

a. Both left and right-hand margins should align with the printed heading.

b. The top and bottom margins should be equal too.

c. The left-hand margin should never be less than two inch (20 letter spaces).

d. The lines must be typed evenly and if necessary.

16- With the majority of letters it is preferable to use……….

a. Single spacing for the lines.

b-Single spacing for the lines. And double spacing for the paragraphs.

b. Double spacing for the paragraphs.


c.Double spacing for the lines. And Single spacing for the paragraphs.

17- When there is a slight change in the subject,…………….

a. New paragraphs to be commenced.

b.To make writing letters easier,

c. Divide the letter into three paragraphs.


18-Three paragraph rule: it means Divide the letter into

a.Three paragraphs.

b. Opening paragraph, middle paragraph.

c.opening paragraph, middle paragraph, closing paragraph

d.a +b

19- one from the following not from The form of the style of paragraph display:

a. The indented form.

b. - The blocked form.

c. - The hanging indention form.

d-The semi- indented form.

20- The indented form as style of paragraph:

a. 5 spaces (or more) indented in the first line.

b. all lines begin at the left margin.

c. The first line is brought out to the left margin.

d. a +b

21-Business firms usually use envelopes of the…………………………


a. Same quality as their paper.

b. they are printed with the name and logo in the top right—hand corner of the reverse side

c.they are printed with the name and logo in the top left—hand corner of the reverse side

d- a + c

22-……………has a cut out panels through which the address can be read.

a.A window envelope.

b. Commercial envelope.

c. BY AIR MAIL envelope.

d.Permit contents to be examined without being spoilt.

23- One from the following is not from the important requirements of addressing:a. Accuracy. b. Clearness. C. Good appearance. D. Good style.

24-. One from the following not from the Useful suggestions to ensure speed delivery: a. Type the name and address in the part of the envelope starting from the middle. b. Type your correspondent’s full name and address, post town followed by the post code. c. Type the post town in Block small and the country name in full. d. Fix the stamps on the right-hand corner.

25- One from the following is correct. a- Letter display styles have rapidly changed and developed from the oldest one “Fully Bloc ked” to the “Indented”.

b- Letter display styles have rapidly changed and developed from the oldest one “Fully Indented” to the “Blocked”.


c- Letter display styles have rapidly changed and developed from the oldest one “Semi-Fully Indented” to the “Blocked”.

d-Non of the above.

26- Choosing any of any styles is decided by the firm concerned and may depend on the employer’s. Preference; this is called………… a- Rules of the home. b- Rules of the house. c-Rules of the three paragraphs. d-All what mentioned.

27…………….: This style has become obsolete and rarely seen nowadays, because it is time consuming and the parts are scattered over the page.

a. The Fully Blockedb. The Fully Indentedc. The Semi Indented.d. The Semi-Blocked

28- ……………: This style was very common but nowadays it is considered rather old fashioned.


29-- ………….: This style has been adopted by American firms; all parts of the letter begin in the left-hand margin.


30- One from the following is not from the advantages of blocking: a-Easy to follow information.

b- Easy to type as display is less involved.


c- More production with open punctuation.

d-Easy to type as display is more involved.

31-.......................,it means: There are no punctuation marks at all after of the lines above and below the body of the letter. : For foreign words.a. Open punctuation.

b. Mixed punctuation.c. Close punctuation.d. a +c

32- by using…………………… :The date, the reference, the sender's address, the complimentary close are fully punctuated.

a-Open punctuation. b-Mixed punctuation. c-Close punctuation. d-a +c

33-Semi-colon (;), indication:

a. Before two sentences closely related (longer pause than a comma).

b. Before a question. Introducing a number of things. Stating a list of items.

c.To indicate possessive case. To indicate short forms (Don’t).

d.At the price of (at).

34- Colon (:), indication:


b. Before a question. Introducing a number of things. Stating a list of items.

c. To indicate possessive case. To indicate short forms (Don’t).

d. At the price of (at).


35-Apostrophe (‘),indication:


b.Before a question. Introducing a number of things. Stating a list of items.

c.To indicate possessive case. To indicate short forms (Don’t).

d.At the price of (at).

36-The following are the principle uses of capitals (Upper Case):

a. At the beginning of a new sentence; after a full-stop, query or exclamation mark.

b. All proper names; i.e. Charles.

c.All proper adjectives; i.e. Jordanian.


37-The underscoring may be not used in the following cases:

a-For foreign words.b-For subject heading.c-For titles of books.d-Abbreviations.

38-Never divide

a. For foreign words.

b.For subject heading.

c.For titles of books.

d-Abbreviations.

39- IF NECESSARY DIVIDE: when:

a. -Between the root and suffix.


b. -Between the prefix and the root,

c. -Between double consonants.


40- ERRORS TO BE AVOIDED: except:

a. Wrong spelling.

b. Irregular line spacing.

c. correct punctuation.

d. Omission of letters, words or line.

41- TYPIST’S CORRECTION SIGNS U.C./ means:

a. Change to lower case.

b. Transpose (Chang the order of words or letters).

c. Insert full stop.

d. Change the underlined letter into capital.

42-TYPIST’S CORRECTION SIGNS Trs. means:

a. Change to lower case.

b. Transpose (Chang the order of words or letters).

c. Insert full stop.

d. Change the underlined letter into capital.

43- From the other styles of display;

a. Fax messages.

b. e-mail.


c. Electronic pages.

d. a +b

44-…………………. are sent from the post office or dictated by telephone.

a. Telegrams and cables.

b. Fax messages.

c. Electronic pages.

d. e-mail.

45-When writing a telegram, the following points should be considered, except;

a. Use the telegraphic address. e.g. JWICO

b. Cables are usually written in small.

c. The word stop is used instead of full stop.

d. It is better to use words rather than figures.


1- The telex message is typed as with a normal typewriter. (T).

2- To use the Bcc box, click the View menu, and then select All Headers.(T)

3- Fax messages. are sent from the post office or dictated by telephone.(T).

4- Clarity required repeating an important word with different meanings. (T )

5-The lines must be typed evenly and don’t divide Long words at line end. (F)

6- Both left and right-hand margins should not align with the printed heading. (F).


7- In Commercial envelope Most popular takes A4 sheet folded twice. (T).

8-Envelopes are manufactured in Limited shapes and size. (F)

9- Use one single space when typing the address on the envelope. (T).

10- Using the Semi-Blocked: many firms decided to move the date to the right side of the page. (F).

11- Using the Semi-Blocked; the subject heading still centered and the Complimentary close and the designation remain in the right side. (T).

12- The underscoring may be used to emphasize any particular word or sentence. (T).

13- Avoid division when in doubt, and don’t consult the dictionary. (F).

UNIT FOUR

Common Business terms, Documents and Abbreviations


INCOTERMS

Language is one of the most complex and important tools of International Trade. As in any complex and sophisticated business, small changes in wording can have a major impact on all aspects of a business agreement.

Word definitions often differ from industry to industry. This is especially true of global trade. Where such fundamental phrases as "delivery" can have a far different meaning in the business than in the rest of the world.

For business terminology to be effective, phrases must mean the same thing throughout the industry. That is why the International Chamber of Commerce created "INCOTERMS" in 1936. INCOTERMS are designed to create a bridge between different members of the industry by acting as a uniform language they can use.

Each INCOTERM refers to a type of agreement for the purchase and shipping of goods internationally. There are 13 different terms, each of which helps users deal with different situations involving the movement of goods. For example, the term FCA is often used with shipments involving Ro/Ro or container transport; DDU assists with situations found in intermodal or courier service-based shipments.

INCOTERMS also deal with the documentation required for global trade, specifying which parties are responsible for which documents. Determining the paperwork required to move a shipment is an important job, since requirements vary so much between countries. Two items, however, are standard: the commercial invoice and the packing list.

INCOTERMS were created primarily for people inside the world of global trade. Outsiders frequently find them difficult to understand. Seemingly common words such as "responsibility" and "delivery" have different meanings in global trade than they do in other situations.


In global trade, "delivery" refers to the seller fulfilling the obligation of the terms of sale or to completing a contractual obligation. "Delivery" can occur while the merchandise is on a vessel on the high seas and the parties involved are thousands of miles from the goods. In the end, however, the terms wind up boiling down to a few basic specifics:

Costs: who is responsible for the expenses involved in a shipment at a given point in the shipment's journey?Control: who owns the goods at a given point in the journey?Liability: who is responsible for paying damage to goods at a given point in a shipment's transit?

It is essential for shippers to know the exact status of their shipments in terms of ownership and responsibility. It is also vital for sellers & buyers to arrange insurance on their goods while the goods are in their "legal" possession. Lack of insurance can result in wasted time, lawsuits, and broken relationships.

INCOTERMS can thus have a direct financial impact on a company's business. What is important is not the acronyms, but the business results. Often companies like to be in control of their freight. That being the case, sellers of goods might choose to sell CIF, which gives them a good grasp of shipments moving out of their country, and buyers may prefer to purchase FOB, which gives them a tighter hold on goods moving into their country.

In this glossary, we'll tell you what terms such as CIF and FOB mean and their impact on the trade process. In addition, since we realize that most international buyers and sellers do not handle goods themselves, but work through customs brokers and freight forwarders, we'll discuss how both fit into the terms under discussion.

INCOTERMS are most frequently listed by category. Terms beginning with F refer to shipments where the primary cost of shipping is not paid for by the seller. Terms beginning with C deal with shipments


where the seller pays for shipping. E-terms occur when a seller's responsibilities are fulfilled when goods are ready to depart from their facilities. D terms cover shipments where the shipper/seller's responsibility ends when the goods arrive at some specific point. Because shipments are moving into a country, D terms usually involve the services of a customs broker and a freight forwarder. In addition, D terms also deal with the pier or docking charges found at virtually all ports and determining who is responsible for each charge.

Recently the ICC changed basic aspects of the definitions of a number of INCOTERMS, buyers and sellers should be aware of this. Terms that have changed have a star alongside them.

EX-WorksOne of the simplest and most basic shipment arrangements places the minimum responsibility on the seller with greater responsibility on the buyer. In an EX-Works transaction, goods are basically made available for pickup at the shipper/seller's factory or warehouse and "delivery" is accomplished when the merchandise is released to the consignee's freight forwarder. The buyer is responsible for making arrangements with their forwarder for insurance, export clearance and handling all other paperwork.

“ Ex works” means that the seller only responsibility is to make the goods available at his premises (i.e., work or factory). In particular he is not responsible for loading the goods in the vehicle provided by the buyer, unless otherwise agreed. The buyer bears the full cost and risk involved in bringing the goods from there to the desired destination. This term thus represents the minimum obligation for the seller.

FOB (Free On Board)One of the most commonly used-and misused-terms, FOB means that


the shipper/seller uses his freight forwarder to move the merchandise to the port or designated point of origin. Though frequently used to describe inland movement of cargo, FOB specifically refers to ocean or inland waterway transportation of goods. "Delivery" is accomplished when the shipper/seller releases the goods to the buyer's forwarder. The buyer's responsibility for insurance and transportation begins at the same moment.

FOB means, also, the goods are placed on board of a ship by the seller at a port of shipment named in the sales contract. The risk of loss of or damage to the goods is transferred from the seller to the buyer when the goods pass the ship’s rail.

FAS (Free Alongside Ship)*In these transactions, the buyer bears all the transportation costs and the risk of loss of goods. FAS require the shipper/seller to clear goods for export, which is a reversal from past practices. Companies selling on these terms will ordinarily use their freight forwarder to clear the goods for export. "Delivery" is accomplished when the goods are turned over to the Buyers Forwarder for insurance and transportation.

Under this term the seller's obligations are fulfilled when the goods have been placed alongside the ship on the quay or in lighters. This means that the buyer has to bear all costs and risks of loss of or damage to the goods from that moment. It should be noted that, unlike FOB, the present term requires the buyer to clear the goods for export.

CFR (Cost and Freight) or C&F This term formerly known as CNF (C&F) defines two distinct and separate responsibilities-one is dealing with the actual cost of merchandise "C" and the other "F" refers to the freight charges to a predetermined destination point. It is the shipper/seller's responsibility to get goods from their door to the port of destination. "Delivery" is accomplished at this time. It is the buyer's responsibility to cover


insurance from the port of origin or port of shipment to buyer's door. Given that the shipper is responsible for transportation, the shipper also chooses the forwarder.

C&F means, the seller must pay the costs and freight necessary to bring the goods to the named destination, but the risk of loss of or damage to the goods, as well as of any cost increases, is transferred from the seller to the buyer when the goods pass the ship’s rail in the port of shipment

FCA (Free Carrier)In this type of transaction, the seller is responsible for arranging transportation, but he is acting at the risk and the expense of the buyer. Where in FOB the freight forwarder or carrier is the choice of the buyer, in FCA the seller chooses and works with the freight forwarder or the carrier. "Delivery" is accomplished at a predetermined port or destination point and the buyer is responsible for Insurance.

CIF (Cost, Insurance and Freight)This arrangement similar to CFR, but instead of the buyer insuring the goods for the maritime phase of the voyage, the shipper/seller will insure the merchandise. In this arrangement, the seller usually chooses the forwarder. "Delivery" as above, is accomplished at the port of destination.

This term is basically the same as C&F but with the addition that the seller has to procure marine insurancing against the risk of loss of or damage to the goods during the carriage. The seller contract with the insure and pays the insurance premium.

CPT (Carriage Paid To)In CPT transactions the shipper/seller has the same obligations found with CIF, with the addition that the seller has to buy cargo insurance, naming the buyer as the insured while the goods are in transit.


CIP (Carriage and Insurance Paid To)This term is primarily used for multimodal transport. Because it relies on the carrier's insurance, the shipper/seller is only required to purchase minimum coverage. When this particular agreement is in force, Freight Forwarders often act in effect, as carriers. The buyer's insurance is effective when the goods are turned over to the Forwarder.

DAF (Delivered At Frontier)Here the seller's responsibility is to hire a forwarder to take goods to a named frontier, which usually a border crossing point, and clear them for export. "Delivery" occurs at this time. The buyer's responsibility is to arrange with their forwarder for the pick up of the goods after they are cleared for export, carry them across the border, clear them for importation and effect delivery. In most cases, the buyer's forwarder handles the task of accepting the goods at the border across the foreign soil.

“Delivered at frontier” means that the seller’s obligations are fulfilled when the goods have arrived at the frontier – but before “the customs border” of the country named in the sales contract.

The term is primarily intended to be used when goods are to be carried by rail or road but it may be used irrespectively of the mode of transport

DES (Delivered Ex Ship)In this type of transaction, it is the seller's responsibility to get the goods to the port of destination or to engage the forwarder to the move cargo to the port of destination uncleared. "Delivery" occurs at this time. Any destination charges that occur after the ship is docked are the buyer's responsibility.

“Ex Ship” means that the seller's shall make the goods available to the buyer on board the ship at the destination named in the sales contract. (The seller has to bear the full cost and risk involved in bringing the goods there.


DEQ (Delivered Ex Quay)*In this arrangement, the buyer/consignee is responsible for duties and charges and the seller is responsible for delivering the goods to the quay, wharf or port of destination. In a reversal of previous practice, the buyer must also arrange for customs clearance. “Ex Quay” means that the seller makes the goods available to the buyer on the quay (whaf) at the destination named in the sales contract. The seller has to bear the full cost and risk involved in bringing the goods there.

There are two “Ex Quay” contracts in use, namely “ Ex Quay (duty paid)” DDP (Delivered Duty Paid) and “Ex Quay

(duties on buyer’s account)” DDU (Delivered Duty Unpaid) in which the laibility to clear the goods for import are to be met by the buyer instead of by the seller .

Parties are recommended always to use the full descriptions of these terms, namely “Ex Quay (duty paid)” or “Ex Quay (duties on buyer’s account)”, or else there may be uncertainty as to who is to be responsible

for the liability to clear the goods for import .

DDP (Delivered Duty Paid)DDP terms tend to be used in intermodal or courier-type shipments. Whereby, the shipper/seller is responsible for dealing with all the tasks involved in moving goods from the manufacturing plant to the buyer/consignee's door. It is the shipper/seller's responsibility to insure the goods and absorb all costs and risks including the payment of duty and fees.

DDU (Delivered Duty Unpaid)This arrangement is basically the same as with DDP, except for the fact that the buyer is responsible for the duty, fees and taxes

Bonded: A warehouse where goods liable to customs duty are deposited until duty paid .


Demurrage : It is a penalty imposed by the shipping company for not taking delivery of the goods within the time limit .

E.O.E (Errors and Omission Expected): Means that if there is any error or omission, they may be rectified later on .

LOCO : The buyer is to take charge of the goods whenever they happen and is responsible for any expenses incurred by moving them. The price of goods only without transit charges.

FRANCO: The seller undertakes to deliver the goods and pay all costs including customs duties to the buyer’s place of business. The price includes all charges cost; insurance, freight; customs duties; carriage loading; and every possible charges.

CARRIAGE PAID: The cost of carrying the goods is included in the price quoted; carriage to the purchaser’s place of business is paid by the supplier.

CARRIAGE FORWARD: The quoted price does not include the cost of carriage; that is, the purchaser must pay the cost of carrying the goods .Trade Discount: To encourage customers to buy in large quantities .

Cash Discount: To encourage prompt payment.

Over-Draft: The drawing of more than what a person has standing to his credit there.

Interest is charged by the bank upon the overdraft .

Quantity Discount: The percentage may vary according to the amount ordered: the larger the order the higher the discount.

COMMERCIAL DOCUMENTS


Bank Draft: Is a document, a form of a cheque, drawn by a banker on one of its branches or some other bank requesting payment of a sum of money to the order of a person or the bearer.

) It is a cheap method of remitting money(

Dispatch Note: It is sent by the department responsible for the packing and dispatch of the articles. It informs the purchaser that the goods have been sent.

Credit Note: A statement sent to a customer giving particulars of an amount he is entitled to be given for, such as returned goods allowances….etc.

Debit Note: An advice of indebtedness sent by one trader to another.

Invoice: A statement giving descriptions: quantity, price of goods.

Goods Received Note: A note signed by the purchaser when the goods arrive at his stockroom, describes the name of the suppliers, the quantity and date of receipt .

Delivery Note: it is a document sent by supplier to the purchaser who check the goods against the delivery and signs one copy and gives it back to the driver.

Bill of Exchange: Unconditional order in writing, addressed by demand or a fixed determinable time in future to the order of a specified person, or the bearer.

Bill oh Lading(B/L): The bill of lading is a principal transit document which gives description of the goods, weight, packing, and some special


instructions, sent by the shipper and signed by the carrier ( the captain of the ship) to safeguard the ship owners against claims for damage .

Proforma Invoice: It is similar to a quotation, shows the purchaser how the invoice will be written out if he decides to buy the goods.(It is

demand for money (.

Letter of Credit(L/C): A method of payment in foreign trade, it is safe and quick method but more expensive to the importer, whereby the importer arranges for a bank in his country to open credit in favour of the exporter. If the credit can be altered or cancelled at any time, it is said to be a revocable credit, where as a credit that cannot be altered or with drawn during a certain period, usually six months is an irrevocable credit and is much safer .

Price List : A list issued by the manufacture or whole saler giving the price of

the goods and the terms of sale .

Certificate of Origin: it is a certificate issued by responsible authorities showing the places of manufacture of certain article.

Customs Declaration: it is a form which is deposited with custom’s authorities showing the details of the goods regarding contents, weight and value, etc .

The quotation: A quotation is sent in reply to an enquiry and states the goods available, the current prices and delivery dates. A printed catalogue or price-list is frequently sent with the quotation .

The statement of account: At the end of each month or other agreed period a copy of the entries is made on a statement of account, which tells the purchaser the total sum owing for the period .


Packing List: A list states the number, weight and volume of parcels, crates, etc. in which goods are packed for shipment .

ABBREVIATIONS USED IN BUSINESS

A.1 first-class (ship in Lloyds Register)ا a.a.r. Agaisnt all risks (insurance) acc. Account a/d After date a.m. Ante meridiem (before noon) Amt. Amount

B/f Bill of exchange B/L Bill of Lading B/P Bill(s) payable B/R Bills(s) receivable Bro(s) Brother(s)

cat. Catalogue c.f. Cost and fright chq. Cheque c.i.f. Cost, insurance, and freight C/N Credit note Co. Company c/o Care of C.O.D Cash On Delivery cr. Credit; creditor C.W.O. Cash with Order

D/A Documents Against Acceptance D/O Delivery Order doz Dozen


E. and O.E. Errors and Omissions Excepted Esq. Esquire Ens(s) Enclosures f.a.q free alongside quay f.a.s. free alongside ship FYI For Your information FIQ For Information Only f.o.b. Free on board f.o.r. Free on rail f.o.s. Free on steamer f.o.t. Free on truck

G.M.T. Greenwich Mean Time

inv. Invoice

Ltd. Limited Liability Company L.C. Letter of credit Messrs Messieurs (Fr.) N.B. Nota Bene p.a. Per annum P.T.O Please Turn Over P.O.D payment on Delivery Qlty. Quality Qty. Quantity RP Reply paid R.S.V.P Steamer ship


Str. Street S.S. Steamer ship via By way of, through V.I.P. Very important person vol. Volume V.P. Vice-president

Questions & Answers (UNIT FOUR)Questions & Answers (UNIT FOUR)


1. In the --------------, the goods are placed on board of a ship by the seller at a port of shipment named in the sales contract:

a. FOB. b. C&F. c .CIF. d..EX WORKS.

2. The seller must pay the costs and freight necessary to bring the goods to the named destination

a. FOB. b . C&F. c .CIF. d ..EX WORKS.

3- The sellers only responsibility is to make the goods available at his premises: a. FOB.

b. C&F.c. CIF.

d..EX WORKS.

4. The seller has to procure marine insurancing against the risk of loss of or damage to the goods during the carriage:

a. FOB.b. C&F.c. CIF.

d- EX WORKS.


5. The buyer has to bear all costs and risks of loss of or damage to the goods from that moment

a. FOB.b. C&F.c. FAS.

d- EX SHIP.

6. The seller has to bear the full cost and risk involved in bringing the goods to the buyer on the quay (wharf) at the destination named.

a. FOB.b. C&F.c. FAS.

d- EX QUAY.

7. --------------------------:To encourage prompt payment.a. Cash Discountb. Over-Draft.c. Trade Discount.d. LOCO.

8- “………………….” means that the seller’s obligations are fulfilled when the8- “………………….” means that the seller’s obligations are fulfilled when the goods have arrived at the frontier – but before “the customs border” of the countrygoods have arrived at the frontier – but before “the customs border” of the country named in the sales contract. named in the sales contract. a. Delivered at frontier a. Delivered at frontier

b. C&F.c. FAS.

d- EX QUAY.

9- “…………………” means that the seller's shall make the goods available to the9- “…………………” means that the seller's shall make the goods available to the buyer on board the ship at the destination named in the sales contract.buyer on board the ship at the destination named in the sales contract. a. Delivered at frontier a. Delivered at frontier

b. C&F.c. FAS.

d- EX Ship.

10-…………: A warehouse where goods liable to customs duty are deposited until10-…………: A warehouse where goods liable to customs duty are deposited until duty paid. duty paid. a. LOCOa. LOCO

b. E.O.EE.O.E


c. BondedBonded d-. DemurrageDemurrage

11- …………………. : It is a penalty imposed by the shipping company for not11- …………………. : It is a penalty imposed by the shipping company for not taking delivery of the goods within the time limit. taking delivery of the goods within the time limit. a. LOCOa. LOCO

b. E.O.EE.O.E c. BondedBonded

d-. Demurrage Demurrage

12-………………..: Means that if there is any error or omission, they may be12-………………..: Means that if there is any error or omission, they may be rectified later on. rectified later on. a. LOCOa. LOCO

b. E.O.E E.O.E c. BondedBonded

d-. DemurrageDemurrage

13- ……………..:The buyer is to take charge of the goods whenever they happen13- ……………..:The buyer is to take charge of the goods whenever they happen and is responsible for any expenses incurred by moving them. and is responsible for any expenses incurred by moving them. a. LOCO a. LOCO

b. E.O.EE.O.E c. BondedBonded

d-. DemurrageDemurrage

14-……………: The seller undertakes to deliver the goods and pay all costs14-……………: The seller undertakes to deliver the goods and pay all costs including customs duties to the buyer’s place of business. including customs duties to the buyer’s place of business. a. Trade Discount a. Trade Discount

b. CARRIAGE FORWARDCARRIAGE FORWARDc. CARRIAGE PAIDCARRIAGE PAID

d-. FRANCO FRANCO

15-…………..: The cost of carrying the goods is included in the price quoted;15-…………..: The cost of carrying the goods is included in the price quoted; carriage to the purchaser’s place of business is paid by the supplier.carriage to the purchaser’s place of business is paid by the supplier. a. Trade Discount a. Trade Discount


d-. FRANCO FRANCO


16-………………..: The quoted price does not include the cost of carriage; that is,16-………………..: The quoted price does not include the cost of carriage; that is, the purchaser must pay the cost of carrying the goods. the purchaser must pay the cost of carrying the goods. a. Trade Discount a. Trade Discount


d-. FRANCO FRANCO

7-………………: To encourage customers to buy in large quantities. 7-………………: To encourage customers to buy in large quantities. a. Trade Discounta. Trade Discount


d-. FRANCO FRANCO

18- ………….: It is sent by the department responsible for the packing and18- ………….: It is sent by the department responsible for the packing and dispatch of the articles. It informs the purchaser that the goods have been sent.dispatch of the articles. It informs the purchaser that the goods have been sent. a. Dispatch Note a. Dispatch Note bb .Debit Note c. c. Delivery Note d d .Credit Note

19- Credit Note: A statement sent to a customer giving particulars of an amount he is entitled to be given for. a. Dispatch Note a. Dispatch Note bb Debit Note c. c. Delivery Note dd .Credit Note

20-……………….: An advice of indebtedness sent by one trader to another a. Dispatch Note a. Dispatch Note b. b. Debit Note cc Delivery Note d d .Credit Note

21-…………….: it is a document sent by supplier to the purchaser who check the goods against the delivery and signs one copy and gives it back to the driver. a. Dispatch Note a. Dispatch Note b.b. Debit Note c c. Delivery Note d d .Credit Note

22- ……....: Unconditional order in writing, addressed by demand or a fixed determinable time in future to the order of a specified person, or the bearer. a. a. Letter of Credit (L/C) b. b. Bill of Lading (B/L) c c. bill of exchange d d. Certificate of Origin

23-……:The bill of lading is a principal transit document which gives description of the goods, weight, packing, and some special instructions, sent by the shipper and signed by the carrier ( the captain of the ship) to safeguard the ship owners against claims for damage. a. Letter of Credit (L/C) b.b. Bill of Lading (B/L)


cc. bill of exchange d d. Certificate of Origin

24- ……….: A method of payment in foreign trade, it is safe and quick method but more expensive to the importer. a. a. Letter of Credit (L/C) b. b. Bill of Lading (B/L) cc. bill of exchange d d . Certificate of Origin

25-..…………….:it is a certificate issued by responsible authorities showing the places of manufacture of certain article. a. a. Letter of Credit (L/C) b. b. Bill of Lading (B/L) cc. bill of exchange d d. Certificate of Origin

26- 26- ABBREVIATIONS of “ABBREVIATIONS of “ Against all risks (insurance)”.is: Against all risks (insurance)”.is: a. a.a.r.a. a.a.r. b. acc. C. a/d d. A.1 b. acc. C. a/d d. A.1 2727- FYI,- FYI, this abbreviation means: this abbreviation means:

a.a. For Your information.For Your information.

b. For Information Only For Information Only..

c.c. For Your formulation. For Your formulation.

d.d. For your interest.For your interest.

28-V.I.P. It means: 28-V.I.P. It means:

a.a. Very important person Very important person

b.b. Very important people.Very important people.

c.c. Very important period.Very important period.

d.d. Very important population.Very important population.


1- p.a. it means: Per annum1- p.a. it means: Per annum.(T).(T)

2- P.T.O it means: payment on Delivery2- P.T.O it means: payment on Delivery.(F).(F)


3- P.O.D it means: Please Turn Over (F). 3- P.O.D it means: Please Turn Over (F).

UNIT FIVF

KIND OF BUSINESS LETTERS

LETTERS OF ENQUIRY

Letters of enquiry describe what the writer wants and why. The more unusual the request, the more convincing the reason needs to be.

We write an inquiry when we want to ask for more information concerning a product, service or other information about a product or service that interests us. Most business transactions begin with an enquiry. An enquiry can be made by telephone, through the internet or


by post cards. If you need more information, you will need to write a letter of enquiry .

These letters are often written in response to an advertisement that we have seen in the paper, a magazine, a commercial on television when we are interested in purchasing a product, but would like more information before making a decision.

Remember to place your or your company's address at the top of the letter (or use your company's letterhead) followed by the address of the company you are writing to. The date can either be placed double spaced down or to the right

Subject Heading

This should inform the reader that this is an enquiry or request; e.g.

o Enquiry about Textbookso Request for Brochureo Query about Websiteo Question regarding Product Components

First Paragraph

This should tell the reader what you want; e.g.

o Please send me... (for things that the organization offers to send)o I would be grateful if you could tell me... (for things that are not normally offered)o I am writing to enquire whether... (to see if something is possible)o I would especially like to know... ( + a more detailed request)o Could you also... ( + an additional enquiry or request)


Second Paragraph

This paragraph tells the reader why you are contacting his or her organisation, and gives further details of the enquiry.

There are two reasons why you may contact an organisation:

1-you have contacted this organisation before, and want to again.

2-you have not contacted this organisation before, but you have heard about them. You should describe from where, such as from an advert or a recommendation; e.g.

i. I saw your advert in the HK Daily on Wednesday, 9 February 2011.

ii. Your company was recommended to me by Ms. Elsie Wong of Far Eastern Logistics.

Final Paragraph

This paragraph should contain a polite expression and/or an expression of thanks to the reader. The degree of politeness (and therefore the length), depends on how unusual or difficult your request is. Possible language includes:

o Thanks. (For a very informal and normal enquiry or request)o I look forward to hearing from you.o I am looking forward to hearing from you.o Thank you for your assistance.o Thank you very much for your kind assistance.o 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.


If you think the reader might have further questions, you can suggest that he or she contact you; e.g. 'If you have any questions, please do not hesitate to contact me'

Status Enquiry: It is a business letter of confidential nature, usually sent by a supplier to Business References: Banks, Chamber of commerce or names of references, to be sure of the buying capacity of a prospective buyer especially if he wishes to buy on credit for the first time. Status enquiry may be made on the following points: Standing of a firm. Reputation of a firm Character, moral standing of a person. Financial Standing of a person or a firm.

Sales Related Enquiry A letter sent from the buyer to the seller to obtain detailed information about the goods or services. The buyer usually sends a letter of enquiry to ask for:The supply and availability of goods. Leaflets, catalogues or sample. Quotations or price.Term of payment, discount, delivery dates. First Enquiry: If a prospective buyer approaches the supplier or the first time, it is advisable to include: The source of information from which you obtained his name. Some indications to the market in your area. The kind of goods you are interested in, and details of what you would like the supplier to send you, i.e. catalogue, price list, samples…etc. A conclusion on a note of hope that price and terms are competitive. In case of routine enquiries, it is not necessary to give a lot of information as what you do in the first enquiry, this can be done by a


short enquiry or a post card that briefly points out your particular interest. To make writing letters of this type easier. Divide your letter into three main paragraphs:

Ordinary Enquiry:

Mention briefly how did you hear about the firm you are writing to; address can generally be obtained from the following sources: -Newspapers -Trade magazines -Directories -General catalogues -Yellow pages -Consulates -Trade associations -International fairs

In this paragraph you may include: A short paragraph about yourself pointing out your particular interest. If necessary indicate the state of the market. Examples:- your Embassy here in Amman has advised us to get in touch with you…- We refer to the visit of our representative to your stand at Torino International Fair…

- Your firm has been recommended to us that you are manufacturers of …- We have seen your advertisement in the world of Commerce… - We are indebted with thanks to the commercial Attache in your Embassy for providing us with your esteemed name and address… - We invite quotations for the supply of…- We have heard of your products through…- We are Al Masri Co. the largest spare-part distributors in Jordan… we are most interested in household appliances


Asking for information :the details state simply and clearly what you would like your prospective supplier to send you.

Examples :

-will you please send us your catalogue and price list for…-please send us a proforma invoice for the following at your most

competitive prices …-Kindly give us your lowest prices for…

-we would appreciate a sample of each of the items listed above…-Could you please send us your current catalogue and price-list for…

-I would appreciate more details about…-we would like to know what trade discount you allow…

-we normally effect payment by letter of creditClosing :

Usually a short paragraph is sufficient to close an enquiry, however, you could appreciate an early replay, or a repeated hope to get a competitive

price…Examples:

-we are looking forward to hearing from you very soon .-we hope that this would be an opening for an intimate business

relationship between our firms .-A waiting your earliest reply.

-If your price and terms prove to be competitive, we shall be in a position to place a substantial order .

-we shall be grateful for an early reply.-we shall be very grateful for any assistance you can give us in this

matter .


Important Language to Remember

• The Start: Dear Sir or Madam To Whom It May Concern - (very formal as you do not know the person to whom you are writing)• Giving Reference: With reference to your advertisement (ad) in...Regarding your advertisement (ad) in ...• Requesting a Catalogue, Brochure, Etc.: After the reference, add a comma and continue - ... , would (Could) you please send me ...• Requesting Further Information: I would also like to know ...Could you tell me whether ...• Signature: Yours faithfully - (very formal as you do not know the person to whom you are writing)


Golden Gate Engineering Prince Square, Prince Street, Kowloon

11 February 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 Wednesday, 9 February 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 Monday, 28 February 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 AuChapmen AuManaging Director


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

14 February 2011

Hi-fashion Garment LtdUnit 398Shek Kip Mei Industrial Estate

Dear Sir or Madam

Request for Catalogue

Please send me your current 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.

I look forward to hearing from you.

Yours

K.K. Chan

K.K. Chan Merchandiser


Albank Alsaudi Alhollandi

6th Dec.Mr. SHARIF HAMWI Amman Training College P.O.BOX:484

Amman-JordanDear Sir,Mr. Ahmad Naji whom we intend to hire, has introduced your name as a person reference .

We would gratefully appreciate your advice about his moral standing, character and suitability for employment with us .

Thanking you in advance for your valued for your valued co-operation, and looking forward to your reply with much interest.Yours faithfully,Waseem ImranManager

Status Enquiry: From a bank to a reference about person character.


Abed Ali MustafaTailorprince Moh,d St.-Hajjeeri MarketP.O.Box 20074 – Tel 21696

Date: 5th Oct. 1999Messrs Quella InternationalEuropas Grossates Versandhans

8150 Furth 500Dear Sirs,I visited your stand at Frankfurt International Exhibition and I was very interested in your display of fashion wear catalogues.

I should be grateful if you send us a proforma invoice for up-to-date men-suits fashion catalogues for the winter 2000.Looking forward to hearing from you very soon.Yours truly,

Manager

Enquiry for Quella catalogues


An Example Letter

Kenneth Beare2520 Visita AvenueOlympia, WA 98501

Jackson Brothers3487 23rd StreetNew York, NY 12009

September 12, 2000

To Whom It May Concern:

With reference to your advertisement in yesterday's New York Times, could you please send me a copy of your latest catalogue. I would also like to know if it is possible to make purchases online.

Yours faithfully

(Signature)

Kenneth BeareAdministrative DirectorEnglish Learners & Company


Questions & Answers (Questions & Answers (UNIT FIVF(


1-1- Most business transactions begin withMost business transactions begin with

a.a. an enquiry an enquiry

b.b. An order.An order.

c.c. TalkingTalking

d.d. Collect information.Collect information.

2- …………………….……………………. can be made by telephone, through the internet or bycan be made by telephone, through the internet or by post cards.post cards.

a.a. An order.An order.

b.b. TalkingTalking

c. Collect information.Collect information.

d.d. an enquiry. an enquiry.


3-3- ……………………: It is a business letter of confidential nature, usually sent……………………: It is a business letter of confidential nature, usually sent by a supplier to Business References:by a supplier to Business References:

a.a. Status enquiry.Status enquiry.

b. Sales Related EnquirySales Related Enquiry..

c.c. First EnquiryFirst Enquiry

d.d. An order.An order.

4-4- Status enquiry may be made on the following points: Status enquiry may be made on the following points:

a.a. Standing of a firm. Standing of a firm.

b.b. Reputation of a firm.Reputation of a firm.

c.c. Character, moral standing of a person.Character, moral standing of a person.

d.d. All what mentioned.All what mentioned.

5-5- A letter sent from the buyer to the seller to obtain detailed information A letter sent from the buyer to the seller to obtain detailed information about the goods or services.about the goods or services.





6-6- The buyer usually sends a letter of enquiry to ask for except:The buyer usually sends a letter of enquiry to ask for except:

a.a. The supply and availability of goods. The supply and availability of goods.

b.b. Leaflets, catalogues or sample. Leaflets, catalogues or sample.

c.c. Term of payment, discount, delivery dates. Term of payment, discount, delivery dates.


d.d. Standing of a firm. Standing of a firm.

7- If a prospective buyer approaches the supplier For the first time, he used7- If a prospective buyer approaches the supplier For the first time, he used





8- First Enquiry8- First Enquiry includes: includes:

a.a. The source of information from which you obtained supplier name. The source of information from which you obtained supplier name.

b.b. Some indications to the market in your area.Some indications to the market in your area.

c.c. A conclusion on a note of hope that price and terms are competitive. A conclusion on a note of hope that price and terms are competitive.


9- In case of…… it is not necessary to give a lot of information as what you do9- In case of…… it is not necessary to give a lot of information as what you do in the first enquiry.in the first enquiry.



c.c. Routine enquiries.Routine enquiries.


10- In the case of using…………………, Mention briefly how you heard about10- In the case of using…………………, Mention briefly how you heard about the firm you are writing to.the firm you are writing to.




d.d. Ordinary Enquiry: Ordinary Enquiry:


11-To achieve Routine information, this can be done by ……..that briefly11-To achieve Routine information, this can be done by ……..that briefly points out your particular interest.points out your particular interest.

a.a. Short enquiry or a post card.Short enquiry or a post card.



d.d. Ordinary Enquiry.Ordinary Enquiry.

12- Address can generally be obtained from the following sources: 12- Address can generally be obtained from the following sources:

a.a. Newspapers Newspapers

b.b. Trade magazines.Trade magazines.

c.c. Directories.Directories.


13- In the …………13- In the ………… A short paragraph about yourself pointing out yourA short paragraph about yourself pointing out your particular interest. If necessary indicate the state of the market.particular interest. If necessary indicate the state of the market.

a. 11stst paragraph of enquiries letter. paragraph of enquiries letter.

b.b. 2nd paragraph of enquiries letter.2nd paragraph of enquiries letter.

c.c. 3rd paragraph of enquiries letter.3rd paragraph of enquiries letter.

d.d. Non of the above.Non of the above.

14--I would appreciate more details about… this as example of sentence used in14--I would appreciate more details about… this as example of sentence used in




d.d. Non of the above.Non of the above.

15-Usually a short paragraph is sufficient to………… an enquiry .15-Usually a short paragraph is sufficient to………… an enquiry .


a.a. Close b. open c. detailed d. close and open. Close b. open c. detailed d. close and open.

16- -we are looking forward to hearing from you very soon. this as example of16- -we are looking forward to hearing from you very soon. this as example of sentence used in …………………. sentence used in ………………….




d. The f end of The f end of 3rd paragraph of enquiries letter.3rd paragraph of enquiries letter.


1- The buyer usually sends a letter of enquiry to ask for The buyer usually sends a letter of enquiry to ask for Term of payment, discount, delivery dates.(T).

2- A letter sent from the buyer to the seller to obtain core competence.(F).A letter sent from the buyer to the seller to obtain core competence.(F).

3-3- An order required some indications to the market in your area.(F).An order required some indications to the market in your area.(F).

4- We have heard of your products through……., this as example of sentence4- We have heard of your products through……., this as example of sentence used in 3rd paragraph of enquiries letter.(F).used in 3rd paragraph of enquiries letter.(F).

5- The details state simply and clearly what you would like your prospective5- The details state simply and clearly what you would like your prospective supplier to send you. (T).supplier to send you. (T).

6- Kindly give us your lowest prices for…… this as example of sentence used 6- Kindly give us your lowest prices for…… this as example of sentence used asking for information.(T).asking for information.(T).


UNIT SIXREPLIES TO ENQUIRIES, QUOTATIONS AND OFFERS

Letters of Quotations and Replies to Enquiry

Quotation: It is the offer from seller side for goods to be sold at certain price, terms and conditions to the intending buyer. This is not legally binding offer unless it is coupled with the acceptance of the intending buyer as it becomes a contract enforceable under the law. In business such offers are made through letters and we call them quotation letters. These letters are also termed “Voluntary offers”.

There are different types of quotation letters and they can be divided as:

(1) Routine Quotation – These quotation letters are called for and send in respect of goods or any other item required in business in day-to-day business life. These letters are almost of same type every time.


(2) Tabulated Quotation – The information in respect of price and other terms and conditions delivered by giving several points or serial number is called Tabulated Quotation or quotation in tabulated form. These letters are preferred where there is demand or requirement of many items and are delivered generally in printed form. These quotation letters are delivered with a covering letter.

(3) Firm offer – It is a offer where there is express promise to sell goods in clearly stated words in a time bound manner. In this type of quotation letter, the seller clearly writes the price and other terms and conditions specifically for acceptance by the intending buyer within a stipulated or fixed period. These express offer made cannot be withdrawn and so they are called firm offer.

(4) Estimate or Specification – These quotation letters comprise of statement containing detailed description of work, material, estimated cost etc by the intending seller and so they are called Estimate or Specification. These letters are generally used in practice by contractors for making building or construction work. These are estimates and not exact figure and can be negotiated by the intending buyer.

Contents or Essentials: There are some important points or information before writing a quotation letter and they are as follows:

(1) The first basic point is expressing thanks to the enquiry made by the intending buyer.(2) There has to specific mention of goods, services etc by giving the name of its brand or make, size, color, design etc with the desired quantity.(3) There has to be specific and clear mention about the price of the item desired by the intending buyer by giving price per item, per dozen, per gross etc. It should also state so to what extra charges are included with


the price like packaging, carriage, freight, insurance, taxes etc. If there are any discounts then it has to be mentioned specifically in the quotation letter. (4) There has to be clarification about terms of payment, whether it has to be made through cash, cheque or draft etc. (5) The terms of delivery has to be clarified as to when and where goods are to be delivered.(6) The period for which quotation is valid.(7) In the end of the letter there has to be expression of hope that the quotation would be accepted.

Drafting Quotation Letters: There are two important aspects of a quotation letter and they are as follows:

(1) Calling for Quotation, similar to letters of enquiry.(2) Sending Quotation or reply to enquiry letter.

The drafting of letter should be done by using any of the following opening and closing sentences -

(1) Opening sentences for letters calling for quotation ----

Please send us your quotation for the following …

Please quote for the following …

We would like to have quotation for …

(2) The closing sentences could be ----

In case we find your prices and terms competitive or commercially viable, we may place an order with you.


If your prices compares satisfactorily or favorably with others, we may place a regular order.

For sending quotations, the following opening and closing sentences could be used ---

(1) The opening sentences could be ---

We give below our rates and other terms for …

We are pleased to enclose our quotations for …We thank you for enquiry letter of …

(2) The closing sentences could be ---We hope that you will find our rates competitive and place your order.

We shall be glad to receive your order.

We trust you will find our quotation satisfactory or reasonable and will favour us with your order. Calling for a Quotation

X.Y.Z ENTERPRISES15, Park AvenueNew Delhi

18th March 1999Ref.No XYZL/P/99/6745

M/s. Goodwill Enterprises35, Kirti NagarNew Delhi -110015


Dear Sirs,

Quotation

Please send us the quotation for the following –

(1) 21 inch Color T.V – Ten(2) 6kg Washing Machine – Ten(3) 8kg Washing Machine – Ten (4) Electric Geyser – Five(5) DVD Players – Twenty Five

If your prices compare reasonably with others then we may send you an order for supply of the above mentioned items.

Yours Faithfully,For X.Y.Z ENTERPRISES

Director

Sending a Quotation or Reply to request for a Quotation AVON ENTERPRISES

9785, Chandni ChowkDelhi -11000615th May 1998Ref. No. AEL/S/98/2546

M/s Venus Enterprises 10, New Friends Colony,


New Delhi,

Dear Sirs,

We express our thanks for your letter No. VEL/S/98/8965 dated 1st May 1998. As desired by you we are giving you the prices of the item required by you –

(1) 21 inch Color TV – Rs. 7500/- per set(2) 29 inch Color TV – Rs. 13,500/- per set(3) DVD player – Rs.2200/- per set

TERMS:(1) The prices quoted above are exclusive of sales tax.(2) The payment would be accepted by bank draft only on delivery of goods.(3) The goods will be delivered within 15 days of receipt of order.(4) There will be extra charge for Carriage and Cartage.(5) The given quotation is valid for one month from the date hereof.

We trust you will find our quotation reasonable and place your order at earliest. Yours Faithfully,For AVON ENTERPRISESProprietor

The reply to an enquiry provides the prospective buyer with the requested information. Progressive firms look upon an enquiry for their goods as an opportunity that must not be missed; therefore, the reply must be built up into a sale or a good will .

In answering an enquiry satisfactorily, the seller should consider the following points:


1 -Expression of thanks for the enquiry .2-The validity of the quotation .

3-Details of the quoted price (packing, carriage, insurance, delivery dates, discount, etc(.

4-Exact description of the goods through enclosures: booklets, leaflets, catclogues, price-lists, etc .

5-An expression of hope that the quotation will be accepted and assurance of goods service and further assistance .

6 -Follow up the quotation .

Opening sentences :Expressing thanks for the enquiry received

-We thank you for your enquiry of 18 June appreciate your interest in our products …

-we are very pleased to receive your enquiry dated …-we thank you for your letter of 16 Jan, in which you enquire about…

-we were very pleased to know that you were impressed with our products…

-we think you have made the best choice in contacting us ...

Providing the necessary information:

- We have the pleasure in sending you our latest illustrated catalogue which gives full information about…- Please find herewith the enclosed price-list…- We have sent you today under separate cover, our general catalogue together with a full range of samples…- In reply to your telex of today, we send you herewith our revised price-list…..- In reply to your enquiry of 8 August, we are enclosing full particulars of our export model’s…


- -The models has now been improved…- -prices are valid until… - -Can we send our representative with various models,- -Our price are FOB… - -The enclosed catalogue will give you an idea of our standard models.

Closing:-we look forward to the opportunity of service.-we hope that you will find our terms satisfactory, and we assure you of our full co-operation and attention in this matter. -we are looking forward to hearing from you, and assure you that your orders will receive our immediate attention. -please don’t hesitate to write again if need further information. -we look forward to the opportunity of doing business with a firm of your standing. - We will be pleased to supply any information you require. - We’ll take into consideration all your particular requirements. - We look forward to receiving your order.

QUOTATIONS WITH TABULATED FORMS:

Many quotations are made on special tabulated forms that make information more organized, easily understood and complete. In this case, a covering letter should be sent with the tabulated quotations; the covering letter includes the same opening and closing sentences, with the addition that the quotation is enclosed.

TRADE WITH THE ARAB COINTRIES

20 Dec. 1998


KRONVIC TRADING CO LTD .LONDON, ENGLAND Dear Sirs ,

With reference to your enquiry about the activities of the Real Estate In-vestments Co. Ltd .

Though it has been established for only a short period of time, the company, due to the efforts of efficient and reliable directors, is expanding rapidly towards the instruction of idea housing quarters in selective areas of the capital, Amman .

yours faithfully , Enquiries office

Reply to a status Enquiry (reputation, and financial standing(

Introductory sales letters

How to write introductory sales letters for sales enquiries generation, appointments, and submissions of inventions, patents and ideas

Here are samples and templates of sales introduction letters. These examples of sales letters help make a professional impression, and begin the sales cycle. Introductory letters certainly help to make appointments and the cold calling process. In many cases they are essential prior to attempting telephone contact with senior people. Introductory letters are particularly helpful for starting the sales cycle with large organisations.

Here also are tips and letters for submission of inventions, patents and new product ideas to potential licensee companies, which is in effect


http://www.businessballs.com/introletters.htm#inventions%20submissions%20tips%20letters%23inventions%20submissions%20tips%20letters

http://www.businessballs.com/introletters.htm#inventions%20submissions%20tips%20letters%23inventions%20submissions%20tips%20letters

http://www.businessballs.com/cold_calling.htm

another type of introductory sales letter: you are selling yourself and your invention.

Please note that the spellings used in this guide and the letters samples are based on UK English common form, for example, 'recognise', 'organise', 'specialise', whereas US English favours the 'ize' spelling. For these and any other spellings subject to regional variation, change the spelling to suit your situation. Address 'postcode', where referred to here is the UK term; it best equates to the US zipcode, or respective 'zip'-type postal codes used in other countries.

effective introductory sales letters

There are certain proven rules and techniques that improve the chances of:

a) your letter getting past (or being being forwarded by) the secretary or p.a. to your intended contact, and

b) your intended contact being interested in seeing you.

Think how you treat unsolicited letters that you receive. Most of these letters go in the bin, and many letters won't even be opened. A few seconds is all anyone takes to decide whether to read a letter or discard it. A secretary or p.a. will open your letter, and they too will decide in just a few seconds whether to read on, then whether to pass it to your intended contact, another person, or to file it or bin it.

Increasingly these days it's good to aim first for a telephone appointment - a qualifying discussion when you can ask helpful questions and seek to understand the client's situation - before expecting to agree a face-to-face meeting. You can do a lot on the phone. Having a telephone appointment in your mind as an initial aim often makes it easier to get the ball rolling. It also shows that you have a professional appreciation of the value of people's time.


Remember that your letter will be competing with perhaps ten, twenty, or even fifty sales letters received every day, sent by sales-people people hoping to gain your target's attention. To get through, your sales letter needs to be good, different, professional and relevant.

Use the five-second rule when designing direct sales letters opening statements and headlines. You must grab attention in five seconds; that's about ten words comfortably; fifteen to twenty words at most. This implies a headline, which is why headlines are often used. If you prefer not to use a headline, fine, but still you need to grab attention in your opening paragraph in five seconds.

The time available for grabbing attention and conveying meaning is shrinking all the time. People used to talk in terms of 4-8 seconds to grab attention. Now it's best to work on less than five seconds. This is because progressively we can all absorb information and ideas far more quickly than we used to. Our environments condition and 'train' our brains to do this. Think about TV adverts, video games, chatrooms, email and text messages, fast-moving media and entertainment generally - it's all getting quicker - we get bored sooner, and we need data quicker. Your contacts are just the same. Quick-thinking senior decision-makers especially: they need your letters to help them absorb and understand data as quickly as possible. If it takes too long they won't bother. Efficient and effective letters not only get read and get your points across, they also say something about you - that you are efficient and effective too.

So you need to be very efficient and thoughtful in your use of language and words. Every word must be working for you; if it's not, remove it or find another.

Think about the language that your intended contact uses - for example, what newspaper are they are likely to read - this is your vocabulary guide.


Think about the business vocabulary too; senior decision-makers and company directors are concerned mainly with making money and saving money. Read the financial pages of the broadsheets - look at the words that people use - and start using these words too.

A significant stage in succeeding with introductory sales letters is the one that is protected by the decision-maker's secretary or p.a. The secretary or p.a.'s responsibility is to protect the boss's time. For a letter to stand a chance of being passed on to your target by the secretary it needs to be:

• commercially/financially/operationally very serious and significant

• interesting and potentially beneficial

• of a nature that only your targeted person can deal with it

• relevant

• credible

• extremely professional

• grammatically perfect

The letter structure should also follow the AIDA format (it's as old as the hills but it's still crucial):

• Attention (I want to read on)

• Interest (this is relevant to me and my company)

• Desire (this is potentially beneficial and I want to pursue this opportunity)

• Action (when I'm called I'll talk/make an appointment/delegate action)

Obviously make sure you use the person's correct title (Mr, Mrs, Ms, Dr, etc) and properly spelled surname in the address (initials are considered by some to be more professional and polite than using first names).


Include letters after their name if known, eg., OBE, or professional qualifications abbreviations; also ensure correct job title, company name, address, postcode and date. If you are laying out a letter or a mail-merge for window envelope remember that this requires precise address positioning.

Keep the sentences short.

Introductory letters must be able to be read and understood in under 30 seconds - less than 20 seconds even better - so your letter will never require more than one side of paper. The less words the better. Generally three short paragraphs of 'body-copy' suffice. It's doubtful you'd achieve what you need to in just two; four or five are okay if they're very brief; any more is much too much. Use bullet points if you have a number of short points to make.

Whilst you can vary and experiment, a good basic structure (obviously following correct name, address and date details) is:

• salutation (Dear Mr/Mrs/Ms surname, or Dear Sir/Madam for extra caution)

• headline or 'banner statement' (optional)

• credibility and relevance statement (mandatory) - you must establish your credentials and explain your relevant capability or proposition - clever wording here enables you to wrap the two - credibility and a relevant proposition - into a single statement or paragraph

• how and why statement (optional) - what re the special characteristics of your capability or proposition

• suggestion of similar opportunity/application for target organisation (optional but useful normally)

• action/follow up statement (mandatory) - what happens next - explain


• sign-off

• P.S. statement (optional - can work well in certain situations - generally avoid using it for senior approaches because it will be seen as gimmicky)

sales introduction letter template example

salutation (Dear...)

The safest way to discover the correct contact details is to telephone the secretary or p.a. Say that you'll be writing, and ask to confirm precise address, name and title details etc. The old convention was to use Sir or Madam if you'd not spoken to the person before, but nowadays it's reasonably safe to use Mr/Mrs/Ms (surname).

headline

If you use a headline or 'banner statement' it must be concise, relevant, impactful, professional, unique, new. Maximum 15-20 words. Generally avoid 'clever' glib ad-type slogans. Avoid upper case (capitals) lettering - word-shapes are lost when upper case is used. (People read by recognising word-shapes not individual letters, so don't use upper case anywhere, as it takes longer to read and reduces impact.) Avoid italics, coloured backgrounds and coloured text too - they all reduce readability and impact. Headline should be between two-thirds and three-quarters up the page - where the eye-line is naturally first attracted. Often it's easier to decide on your headline after you've written the rest of the letter. The headline is extremely important - take time to refine it into a really powerful and meaningful statement (or question).

credibility and relevance statement


Refer to significant and beneficial activities of your company in areas/sectors/industries relevant to the target's business. Technical and complex words help, provided they are relevant and that your target recipient will understand them. Using technical words that are relevant and recognisable to your contact will help to convey that you understand the issues and details from their perspective. Use 'director-speak' - words and phrases that directors use and relate to. Given that most introductory letters avoid mentioning prices many decision-makers find it refreshingly 'up front' and honest - no nonsense - to see clear early indication of financials - if only as a guide. Logically it helps to relate prices or costs to expected returns. Remember that most decision-makers in organisations are fundamentally driven by return on investment. There can be risks in using direct references to the target's competitors, so be careful - it's more acceptable in aggressively competitive markets - less so in more conservative sectors. Use references that you believe are likely to be the most unique and beneficial and relevant, (which is why doing some initial research is useful). Focus on a single theme and result - do not try to list lots of benefits. As a general rule, be specific but not detailed, and be broad but not vague. Ensure your proposition has the WIIFM factor - 'What's in it for me?' - your contact must feel that it's worth his or her time in pursuing some interest or accepting your call.

how and why statement

If you need to explain how the benefits are derived then do so. Keep it general, concise, significant, serious and brief. This is a good place to imply or suggest the uniqueness of your capability. It is useful to suggest or state that your company is 'the only' company able to do whatever you are claiming. Uniqueness is very helpful.

suggestion of similar opportunity/application

Suggest that similar opportunities or possibilities might or may exist for the target organisation. Don't sell, claim or guarantee to be able to do


anything. Understatement is a very useful style. How can you possibly know for sure until you've understood the client's situation?

action/follow up statement

What you will do next - normally that you'll telephone soon/shortly/in due course. Avoid stating a date and time that you'll phone back - it's presumptuous - how do you know your target person will be available then? (In practice if your target is interested in pursuing the issue opportunity then he or she will normally ask the secretary to deal with the arrangements for the next action, and you may not actually need to speak to your target person on the telephone - secretaries and p.a.'s are powerful people.)

sign-off

Stick to tradition to be safe: use Yours sincerely if you've started with a Dear Mr/Mrs/Ms (name), and Yours faithfully (if you've started with Dear Sir or Madam).

P.S.

If it fits with the tone and style of the communication, a good 'P.S.', used effectively and appropriately, can be a useful way to attract more attention and to add an additional point, especially one of special interest to the prospect, for instance that you will be in their area during a week or month, or a special offer, or the availability of extra pre-sales information at a website, etc. Avoid using this for senior contacts because it can be seen as gimmicky, and generally if in doubt don't use it. A good letter won't need it.


example sales introduction letters

This sample letter is very brief and concise. It begins with a credibility statement, which infers the method and basic proposition. It then presents a financial case - invest 'x' to get 'y'. Senior decision-makers are primarily concerned with return on investment and will need to see some data that helps them assess this. The letter then explains briefly in bullet points what the method comprises. And then there's the action point.

Many experts in advertising and communications believe that adding a 'P.S.' greatly increases success rates. Use the technique with care: ensure that you use a 'P.S.' statement that is appropriate to the context or it could appear irritating or insulting.

The sample sales introductory letter below features a real product called the Sales Activator®. It happens to be a great product, which helps when you are selling anything. If you are finding it difficult to put together a great sales introductory letter you might find that your product proposition needs revisiting first.

sample sales introduction letter/template

(Company name, address, date and your reference)

Dear Mr Smith

New Flash Bang Wallop (whatever) System/Solution/Concept

Flash Bang Wallop is according to (state quotable reputable endorsee) the best new (whatever) for the (state relevant application/territory/time).

(Or substitute some other bold statement of quality/effectiveness which can be supported with a reputable endorsee/user).


Leading companies such as (state quotable endorsees/users) now use Flash Bang Wallop, because they've achieved improvements of (state factual range) and/or savings of (state factual range).

For a cost equating to (show cost as per day, per user, and/or per team, etc) your staff/customers will (state key unique benefit).

The remarkable Flash Bang Wallop uses (briefly, method/difference/special quality) to:

• significant specific relevant outcome - 1





To test Flash Bang Wallop's effectiveness in your organisation, you can arrange a free no-obligation trial now.

I'll call you soon, or please feel free to contact me to arrange it.

Yours sincerely,

(Signature, name, title.)

P.S. You can see more details about Flash Bang Wallop in the (case study example reference details - ideally a website link).

Voluntary Offers (Sales Letters (


Companies aiming to strengthen the existing business or to start new business connections, write “sale promotion letters” to prospective customers .

These letters are normally sent out in the form of circular letters, a direct advertisement or T.V. Commercial.

when writing such letters, one must see that they are persuasive, convincing and impressive regarding quality, price….etc.

Good sales letters are based on four fundamental points :

1 -Attention: to attract the reader’s attention, (arouse his curiosity,) and so induce him to read further. So the opening paragraphs should perhaps be more direct and personal, and more original than in other letters .Example: you and just few others were chosen .

2-Desire: people buy a thing because it satisfies some-thing they want for their own profit, pleasure, success…etc .

Example: In these days of rising prices and falling incomes, you not only need a career but a better career .

3 -Convincing: To convince the customer that your product or your offer has special merits, and that is in his interest to accept it, Support your statements by facts and experimental tests .

Example: The Career’s Digist gives you the latest ideas to enhance your opportunities in life.

4-Action: In order to make this final step as easy for him as possible,

use stamped and addressed envelopes, or prepaid post cards, so that it doesn’t cost him anything; all you ask your readers to do is to sign a form or card enclosed in your letter .Example: Please send us your subscription at once .


CANADIAN EMBASSY

Commercial Division

P.O.Box.2300

BEIRUT, LEBANON

March 5, 1998 Ref.: 42-IJ for IDR

Belgium general Trading Co .P.O.Box 7315Amman-Jordan

Dear Sirs,TRADE WITH CANADA


We have been informed that you are interested in developing trade with Canada .

This office is prepared to extend to you every assistance, however, you will understand that certain details regarding your firm and its activates must first be made available. This can be accomplished by completing and returning the unclosed questionnaire for our confidential records .

We look forward to having your reply and being of futher service .

Yours very truly, Counsellor (Commercial (

Extending Services

FOLLOW-UP LETTERS

Follow up: It a second letter sent by the seller, if the buyer hasn't placed an order or even replied to the seller’s offer. The good follow up letter should contain the following:

- Reference to the customer’s enquiry and that no response has been received after the seller’s offer. - Wonder why in a helping manner. - Reassure promise of service. - Repeat the hope that the customer will take advantages of the offer.

Dear Sirs,

Following to our quotation dated 5th June 1999 in which we offered our new design of men's shirts.


Not having heard from you since we sent you our latest catalogues, please let us know whether you are still interested in the above mentioned offer. We would like to point out that prices are rising steadily and this offer is valid until the end of the year. If we can be of further assistance. Please send us your special requirements and we'll do our best to serve you.

Yours faithfully Follow-up Letter

Questions & Answers (unit six)Questions & Answers (unit six)


1- The reply to an enquiry provides…………………

a. The prospective seller with the requested information.

b. The prospective buyer with the requested information.

c. The prospective buyer with the requested idea.


d. a +c

2- Progressive firms look upon an enquiry…………..

a. For their goods as an opportunity that must not be missed.

b. For their products as an opportunity that must not be missed.

c. For their goods as a threat that must not be missed.

d. For their goods as a threat that must be missed.

3- In answering an enquiry satisfactorily, the seller should consider the following points except ;

a. Expression of thanks for the enquiry.

b. The reliability of the quotation.

c. Follow up the quotation.

d. a + c

4- Details of the quoted price except

a. Packing b. carriage c. insurance d. booklets

5- Exact description of the goods through enclosures as:

a. Leaflets b. catalogues c. price-lists d. discount.

6--We thank you for your enquiry of 18 June appreciates your interest in our products…,it represent:

a. Opening sentences:

b. Expressing thanks for the enquiry received

c. Closing sentences.

d. a +b

7- Please find herewith the enclosed price-list……,it represent:





d. Providing the necessary information:

8- please don’t hesitate to write again if need further information…..it represent:




d. Providing the necessary information.

9- Many ………………………….are made on special tabulated forms.

a. Quotations. b. Enquiry c. catalogues d. price-lists.

10- Special tabulated forms make information……………..

a. More organized b. easily understood c. Complete. d. All what mentioned.

11-The covering letter includes………..except:

a. The same opening sentence.

b. Closing sentences.

c. With the addition that the quotation is enclosed.

d. Menus.

12-Companies aiming to………………………..

a. strengthen the existing business .

b. to start new business connections,


c. a +b


13-Voluntary Offers and Sales Letters are normally sent out in the form of

a- Circular letters, b. a direct advertisement c. T.V. Commercial. d. All what mentioned.

14- When writing such letters, one must see that they are…….except.

a- persuasive, b. convincing c. impressive regarding quality, d. competitive

15-Good sales letters are based on …………………..fundamental points.

a-Two b. three c. four d. five

16-Good sales letters are based on some fundamental points except:

a-Attention b.non desire c. Action d. Convincing

17-you and just few others were chosen……………it represent:

a-Attention b. desire c. Action d. Convincing

18-To attract the reader’s attention…

a-Arouse his curiosity

b-Induce him to read further.

c-Increases his loyalty.

d-d. a+b

19- The opening paragraphs should not perhaps be……..

a. More direct. b .non personal, c. More original than other. d. personal


20-In these days of rising prices and falling incomes, you not only need a career20-In these days of rising prices and falling incomes, you not only need a career but a better career. but a better career.

a. Attention b. desire c. Action d. Convincing

21-……To convince the customer that your product or your offer has special21-……To convince the customer that your product or your offer has special merits.merits.


22- To convince the customer that your product or your offer has special22- To convince the customer that your product or your offer has special merits……….merits……….

a.a. Support your statements.Support your statements.

b.b. Support your statements by facts.Support your statements by facts.

c.c. Support your statements by facts and experimental tests.Support your statements by facts and experimental tests.

d.d. Non of the above, Non of the above,

23-The Career’s Digist gives you the latest ideas to enhance your opportunities23-The Career’s Digist gives you the latest ideas to enhance your opportunities in life…it represent;in life…it represent;


24-In order to make this final step as easy for reader as possible,………………24-In order to make this final step as easy for reader as possible,………………

a. use stamped b. use addressed envelopes, use stamped b. use addressed envelopes, c. use prepaid post cards. D. c. use prepaid post cards. D. All what mentioned.All what mentioned.

25- All you ask your readers to do is to sign a form or card enclosed in your25- All you ask your readers to do is to sign a form or card enclosed in your letter….it represent;letter….it represent;


26- Please send us your subscription 26- Please send us your subscription atat once. …..it represent: once. …..it represent:



1- Follow up: It a second letter sent by the seller, if the buyer has placed an


order or even replied to the seller’s offer.(F).

2- IN The good follow up letter, Reference to the customer’s enquiry and that no response has been received after the seller’s offer. (T).

3- IN The good follow up letter, Wonder why in a helping manner.(T).

4- The reply must be built up into a sale or a good will. (T).

5- An expression of hope that the quotation will be accepted and assurance of goods service and further assistance. (T).

6-A covering letter should be sent with the tabulated quotations. (T).

7-Companies Write “sale promotion letters” to prospective customers. (T).

8- Voluntary Offers is not a Sales Letters. (F).

9- People buy a thing because it satisfies some-thing they want. (T).

10- People buy nothing to gain own profit, pleasure, success…etc (F).

11-You should foreside the people to buy. (F).


UNIT SEVENWRITING ORDERS

Definition:

When a day trading order is placed by the trader, it will be sent to the exchange to be processed. The processing and the result of the processing are known as the following:

Order Execution

An order has been executed when it is accepted and processed by the exchange. This means that the order has been completed, but does not specify the details of how the order was completed.

Order Filled


The result of an order being executed is usually that the order is filled. This means that the order has been completed and all of the contracts have been traded. Sometimes, orders for multiple contracts will only be partially filled, which means that only some of the contracts in the order have been traded.

Orders: An order is a letter in which the buyer asks the seller to supply him with specified quantities of goods.

Order Forms: The use of serially numbered printed order forms facilitates reference; they also ensure that all essential information is

given where the order for two or more items should be tabulated.

Examples:

SerialNo .

DESCRIPTION Part . No .

QTY .

123

Pine Wood Rose TablePine Wood Rose Chair

Pine Wood Coffee Table

276 D 89 C

072

5012030

Orders by telephone should be confirmed in writing.

Examples:

Dear Sirs


This is to confirm the conversation regarding our order of 1000 floor-mats required urgently at the usual price ($ 0.500 each.(

Please proceed with shipping accordingly, Yours faithfully

, General Manager

Letter confirming an order

Any order whether printed or not will generally state the following :1 -Reference to the offer, quotation, samples, etc.

2 -Confirmation of the agreed terms .3 -The number of the order; as the buyer may have subsequent orders .4 -Exact description of the goods required (quantities, qualities, and the

part number if used.(5 -Giving full directions for forwarding (date of delivery, means of

transports, packing, insurance) and any other conditions.6 -Any special documents which may be required (consular invoice,

invoice, certificate of origin, etc.(

Opening Sentences:

1- Thank you for your offer of 2nd July, which we accept on the terms quoted……..

2 -Will you please arrange immediate dispatch of..…3 -Kindly dispatch by parcel post …

4-We enclose herewith our order no……5-Please arrange to supply us as soon as possible with the following

items……6-Please deliver at the price and terms agreed upon as given below..…


Closing:Encouraging the supplier to execute the order with care. - Your early attention to this order will be appreciated. - Please note that delivery is required by 5 April. - As the goods are urgently required, we shall be grateful for immediate dispatch. - Kindly advise us when the goods are dispatched. - If this order is satisfactorily executed, we shall place further orders in the near future.

ACKNOWLEDGMENT OF ORDER

When the seller receives an order for goods that will take him some time to be prepared for shipping, acknowledgment should be sent straight away, stating the expected date of delivery .

Date :

Dear Sirs,We were very pleased to receive your order No.3 13 for car accessories. We confirm supply of all items at the price and terms stated in your order and are arranging for dispatch in 15 days by S.S. White Wave. Yours faithfully,ACKNOWLEDGMENT OF ORDER

EXECUTION OF ORDERS:


When the goods are prepared for dispatch, the seller sends a letter advising the buyer that his order has just been executed. The invoices and the other documents are usually enclosed, in order to enable the buyer clear on his goods as required by customs Authorities.

The letter usually contains:1-Reference to the receipt of the order.2-The name of the carrier, or the forwarding agent. 3- The prospective date of delivery. 4-Reference to the enclosed invoices.

Dear Sir,

Your Order Number 33/88

Thank you for your interest in our offer of canned milk and we are pleased to advise you that your order has been dispatched by Road Transport Services Ltd.

Yours faithfully, Export Manager

Execution of order.Questions & Answers (unit seven)Questions & Answers (unit seven)


1- The good follow up letter should contain the following:

a.a. Reassure promise of service. Reassure promise of service.

b.b. Repeat the hope that the customer will take advantages of the offer. Repeat the hope that the customer will take advantages of the offer.

c.c. a +b a +b



2-2- ………………is a letter in which the buyer asks the seller to supply him………………is a letter in which the buyer asks the seller to supply him with specified quantities of goods.with specified quantities of goods.

a. Follow up letter b. Order c. Voluntary Offers d. inquiry

3- : : The use of serially numbered printed order forms.The use of serially numbered printed order forms.

a. Follow up letter b. Order c. Voluntary Offers d. Order FormsOrder Forms

4- ………… facilitate reference; they also ensure that all essential information isfacilitate reference; they also ensure that all essential information is given.given.

a. Follow up letter b. Order c. Voluntary Offers d. Order FormsOrder Forms

5-5- Any order whether printed or not will generally state the following:Any order whether printed or not will generally state the following:

a. Reference to the offer, b. quotation,Reference to the offer, b. quotation, c. samples d. c. samples d. All what mentioned. All what mentioned.

6-6- Exact description of the goods required ………except Exact description of the goods required ………except

a. Quantities, b. Qualities, cQuantities, b. Qualities, c.Qualitative.Qualitative d. the part number if used. d. the part number if used.

7-7- Will you please arrange immediate dispatch of…..it represent:Will you please arrange immediate dispatch of…..it represent:

a. Opening sentences: b. closing sentences. C. 2nd paragraph d .a +c

8- Encouraging the supplier to execute the order with care….It represent:8- Encouraging the supplier to execute the order with care….It represent:



9-Please note that delivery is required by 5 April……… represent.9-Please note that delivery is required by 5 April……… represent.


10-…… should be sent straight away, stating the expected date of delivery.

a.Acknowledgment b. Opening sentences c. closing sentences d. b+c

11………………………using: When the seller receives an order for goods that11………………………using: When the seller receives an order for goods that will take him some time to be prepared for shipping.will take him some time to be prepared for shipping.

a. Acknowledgment b. Opening sentences c. closing sentences d. b+c

12……………..using ,When the goods are prepared for dispatch, the seller12……………..using ,When the goods are prepared for dispatch, the seller sends a letter advising the buyer that his order has just been executed.sends a letter advising the buyer that his order has just been executed.

a. Acknowledgment b. execution of orders c. closing sentences d. b+c

13- The invoices and the other documents ….

a. are usually enclosed,

b. are usually enclosed, In order to enable the buyer clear on his goods

c. are usually enclosed, In order to enable the buyer clear on his goods

as required by customs Authorities. d. a +b

14-The letter usually contains:14-The letter usually contains:

a.a. -Reference to the receipt of the order. -Reference to the receipt of the order.

b.b. The name of the carrier, or the forwarding agent.The name of the carrier, or the forwarding agent.

c.c. The prospective date of delivery. The prospective date of delivery.



Section TWO: Section TWO: True/False Questions1-1- the order for two or more items should be tabulated.(T) the order for two or more items should be tabulated.(T)

2-2- Orders by telephone should be confirmed in writing. (T)Orders by telephone should be confirmed in writing. (T)

3-3- Encouraging the supplier to execute the order without care.(F)Encouraging the supplier to execute the order without care.(F)

Unit Eight

Complaints, apologies and adjustments letters.Complaints, apologies and adjustments letters. CIRCULARSCIRCULARS

This section covers two closely related types of business letters: complaint letters, which request compensation for problems with purchases or services, and adjustment letters, which are the responses to complaint letters

Complaint Letters

A complaint letter requests some sort of compensation for defective or damaged merchandise or for inadequate or delayed services. While many complaints can be made in person, some circumstances require formal business letters. The complaint may be so complex that a phone call may not effectively resolve the


problem; or the writer may prefer the permanence, formality, and seriousness of a business letter. The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your gripe is. Avoid making the recipient an adversary.

1. In the letter, identify early the reason you are writing — to register a complaint and to ask for some kind of compensation. Avoid leaping into the details of the problem in the first sentence.

2. State exactly what compensation you desire, either before or after the discussion of the problem or the reasons for granting the compensation. (It may be more tactful and less antagonizing to delay this statement in some cases).

3. Provide a fully detailed narrative or description of the problem. This is the "evidence."

4. Explain why your request should be granted. Presenting the evidence is not enough: state the reasons why this evidence indicates your requested should be granted.

5. Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, desire for continued business, but don't threaten. Find some way to view the problem as an honest mistake. Don't imply that the recipient deliberately committed the error or that the company has no concern for the customer. Toward the end of the letter, express confidence that the recipient will grant your request.


Example: Complaint Letters

111 White Horse LaneAustin, TX 787288 October 1994

Director of Consumer RelationsCincinnati MicrowaveOne Microwave Plaza Miami, TX 75249

Dear Director:

I am writing you concerning the purchase and subsequent return of a Waveport 5000 I made on 10 August 1994 in the amount of $225.

On 10 August 1994, I purchased a Waveport 5000 from your company in the amount of $225. This price included a two-day delivery and a 60-day money-back trial offer. The $225 was immediately charged to my Ritz card. However, this product did not perform satisfactorily, and on 15 August, I decided to return the Waveport 5000 to your company. When I spoke to one of your company's representatives by phone, I was informed that the shipping and handling charges, as well as the price of the Waveport 5000, would be credited to my account. I shipped the item by UPX and was notified 19 August of its receipt. Today, October 7, I received a statement for


my Ritz card. And as of today, no credit has been applied to my account for either the Waveport 5000 or the shipping and handling charges.

If the Waveport 5000 was charged to my account immediately when I ordered it, I fail to understand why the same promptness was not used in crediting my account immediately upon receipt of the returned item. There is no real excuse for this delay other than someone not wanting to take the necessary time in crediting my account. These finance charges, as well as this letter, could have been avoided if your employees had been as prompt in crediting my account as they were in charging to it. It is not my responsibility to pay for your company's lack of promptnessand I rightfully deserve a refund to any and all finance charges that may be applied during this time period.

Your company's quick detection products have greatly helped me in the past, and I would like nothing more than a quick solution for my problem so that I may be a customer of yours in the future.

Sincerely,

John A. SomebodyEncl.: Copies of sales receipt and credit card statement

Annotations: by using this sight (http://www.io.com/~hcexres/cgi-bin/color0.cgi?frameset=on&noter=../textbook/complaintx1a.html&viewer=../textbook/complaintx1b.html.

Click on each of the links below to see the text being discussed in the annotation. Scroll up and down in the document to see examples of the same concept. (You may need to reload (refresh) your browser.)

Complaint letter. This writer is attempting compensated for financing charges billed to his account after he returned an unsatisfactory product.

Heading. The heading portion of a business letter includes the writer's address and date. For traditional business letters like this one, you don't normally include your name in the heading.


http://www.io.com/~hcexres/cgi-bin/color0.cgi?right=on&viewer=../textbook/complaintx1b.html&tagnum=1#stop1


http://www.io.com/~hcexres/cgi-bin/color0.cgi?frameset=on&noter=../textbook/complaintx1a.html&viewer=../textbook/complaintx1b.html



Inside address. The inside address provides the full name, title, and address of therecipient of the letter. If you do not have a specific name, you can department name or a position title—as is done in this letter.

Salutation. In this portion of the letter, use the same name as you used in the inside address. Be sure and punctuate the salutation with a colon, not a comma (which is for informal, friendly, nonbusiness letters).

Introduction. The introduction to any business letter should be brief—four or five lines at the most. In this complaint letter, the writer does not state the compensation he will request later on—but you can tell from the dry and rather abrupt tone that the writer is not happy about something.

Background. This paragraph provides the first part of the narrative of the problem. It essentially tells a story—with specific details and dates. However, notice that this narrative stays strictly factual and does not include the request for compensation or any scolding of the recipient.

Request and justification. This third paragraph contains the request for compensation, which is preceded by some justification for that compensation. The writer also uses this paragraph to blow off some steam, vent some anger, and scold the recipient. Do you think the writer is a bit too harsh? Note that the writer does not include any specific amounts as to shipping and finance charges—details like these should be included.

Closing. The writer moves to a conciliatory tone here in this final paragraph. He mentions past satisfaction with the company's product and expresses hope that he can remain a customer. Obviously, this is a positive way of issuing a threat: "If you don't grant my compensation, I'll never do business with you again!" But threats, however justified, just don't work.












Enclosures. To document his request, this writer, includes copies of the original sales receipt and of his credit-card statement.That completes the comments for this example

Adjustment Letters

Replies to complaint letters, often called letters of "adjustment," must be handled carefully when the requested compensation cannot be granted. Refusal of compensation tests your diplomacy and tact as a writer. Here are some suggestions that may help you write either type of adjustment letter:

1. Begin with a reference to the date of the original letter of complaint and to the purpose of your letter. If you deny the request, don't state the refusal right away unless you can do so tactfully.

2. Express your concern over the writer's troubles and your appreciation that he has written you.

3. If you deny the request, explain the reasons why the request cannot be granted in as cordial and noncombative manner as possible. If you grant the request, don't sound as if you are doing so in a begrudging way.

4. If you deny the request, try to offer some partial or substitute compensation or offer some friendly advice (to take the sting out of the denial).

5. Conclude the letter cordially, perhaps expressing confidence that you and the writer will continue doing business.



Example: (Example: (Adjustment Letters)

Green Tree Freight Co., Inc.Columbus, Ohio 45453(315) 565-6789March 26, 19XX

Mrs. Phoebe F. HughesComplete Table, Inc.P.O. Box 3132Austin, TX 78703


Subj.: March 24 letter about damaged freight

Dear Mrs. Hughes:

I have just received your March 24 letter about the damaged shipment you received through Green Tree Freight and regret the inconvenience that it has caused you.

From your account of the problem, I am quite sure that your request for the $240 adjustment on the damage to the 2 crates of Valjean Cristal stemware will be granted. A certain amount of breakage of this sort does unavoidably occur in cross-country shipping; I am sorry that it was your company that had to be the one to suffer the delay.

I must remind you to keep the damaged crates in the same condition in which you received them until one of our representatives can inspect them. That inspection should take place within 2 weeks.

If all is in order, as it sounds to be in your letter, you can expect the full reimbursement within 2 weeks after our representative's inspection. I hope this unfortunate accident will not keep you from having merchandise shipped by Green Tree Freight in the future.

Sincerely,

David F. Morgan, Customer RelationsGreen Tree Freight Co., Inc. Columbus, Ohio 45453(315) 565-6789

AnnotationsClick on each of the links below to see the text being discussed in the annotation. Scroll up and down in the document to see examples of the same concept. (You may need to reload (refresh) your browser.)


Adjustment letter. An adjustment letter is one that answers a complaint letter. It is also called a compensation letter. In this letter, the representative for a shipping company is responding to a request for compensation for damaged crystal stemware.

Heading. The heading portion of a business letter includes the writer's address and date. For traditional business letters, you don't normally include your name in the heading. For a business letter coming from a company like this, you'd expect to see letterhead stationery.

Inside address. The inside address provides the full name, title, and address of therecipient of the letter.

Subject line. The subject line is a common element in certain types of business letters. Like the Re: line in a business memorandum, it announces the subject of the letter.

Salutation. In this portion of the letter, use the same name as you used in the inside address. Be sure and punctuate the salutation with a colon, not a comma (which is for informal, friendly, nonbusiness letters).

Introduction. The introduction to any business letter should be brief—four or five lines at the most. In this adjustment letter, the writer refers to the previous correspondence and expresses regret for the problem.

Arrangements. Notice that this writer takes the positive approach by assuming that the problem in his company's shipment—not in the customer's subsequent actions. Notice that he also defends his company by observing that damages are an unavoidable part of the business.

More arrangements. In this paragraph, the writer completes the arrangements for the inspection of the damaged goods. He could have written the letter in an antagonistic tone: "We cannot grant your request for compensation until the damaged good are inspected by one of our


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representatives." An approach like this would be adversarial, implying that the recipient of the damaged goods was somehow at fault.

Closing. The writer of this adjustment letter closes by reassuring the recipient that the whole matter will be resolved and she will receive her reimbursement soon—as soon as the damaged goods are inspected, that is.That completes the comments for this example

CIRCULARSCIRCULARS

Circular letters are the cycle of business dealings. A circular is a communication meant to convey information of a business firm to customers, business Mends etc. In the course of business, occasions will arise to send out circular letters.

The sender aims giving certain information to the public. There are also other ways to communicate or advertise in newspapers or journals.

Generally printed or cyclostyled circular letters have a few advantages such as, less expenses, any number of letters can be posted in a day, to a certain extent the personal meet of the sales agents can be substituted, and the recipient, if interested, may call upon the firm or the sales agent, and so the agent need not wait to have an appointment.

The objectives of circular letters are: To obtain publicity for a merchandise, to impress the readers with the facts about the firm and the products, to make the readers more interest in their contents, to attain the confidence of the readers and to


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stimulate sales.

A circular letter is one that carries a communication to a number of addresses. The basic difference between a circular and a general

letter is that, whereas the former is addressed to many persons, the latter is addressed to only one person. Circular letters are to be read by a large number of people, whereas general letters arc personal and private in nature

Example: Example:

THE HOUSING BANKTHE HOUSING BANK

AN INTERNATIONAL COMMERCIAL BANKAN INTERNATIONAL COMMERCIAL BANK

Gentlemen:Gentlemen:

We invite you to visit our new Branch Office at Jabal Amman 2We invite you to visit our new Branch Office at Jabal Amman 2ndnd

Circle in Amman you will find the active staff very courteous andCircle in Amman you will find the active staff very courteous and anxious to extend the facilities of the bank at your service .anxious to extend the facilities of the bank at your service .

Call in and discuss your banking requirements with them at yourCall in and discuss your banking requirements with them at your earliest convenience.earliest convenience.

Yours trulyYours truly


Example:Example:

INTERNATIONAL TELECOMMUNICATION UNION

Radiocommunication Bureau)Direct Fax N°. +41 22 730 57 85(

Circular LetterCCRR/41

11 December 2009

To Administrations of Member States of ITU

Subject:Draft Rules of Procedure

To the Director-General

Dear Sir/Madam


Please find enclosed proposals for the addition of Rules of Procedure (Edition of 2009) related to the treatment of coordination request for non-planned feeder link for the broadcasting satellite service in Region 2 in the bands 14.5-14.8 GHz in accordance with the provisions of No.5.510.

In accordance with No. 13.17 of the Radio Regulations, these proposals are made available to administrations for comment before being submitted to the RRB pursuant to No. 13.14. As indicated in No. 13.12A d) of the Radio Regulations, any comments that you may wish to submit should reach the Bureau not later than 21 February 2010, in order to be considered at the 52nd

meeting of the RRB, scheduled for 22-26 March 2010. All e-mail comments should be sent to: [email protected].

Yours faithfully,

Valery TimofeevDirector, Radio communication Bureau

Unit NineUnit Nine

Internal MemorandumInternal Memorandum

Internal Memo

Writing effective internal company memos is an acquired skill (with some artistic component) that frequently distinguishes the great manager inside a company. Indeed, senior executives usually take notice of lower


level managers who precisely communicate issues to decision-makers in written form.

The key to effective internal memos is that they communicate much in a small amount of space. A cardinal rule of great memo writing is this: All important information must appear on the first page.

This is perhaps why effective writers are noticed and valued by top managers. Senior executives with preciously little time to spend on any one of the hundreds of communications that pass by them daily must grasp the "punch line" in a hurry. One top manager told his staff that he wanted memos written so that he could digest them in three minutes while riding the subway from Midtown to lower Manhattan.

The following provides one way to organize an internal memo. This format is particularly applicable towards a memo that communicates the results of some project or investigation that has been assigned to the writer.

A final up-top note. Multi-page memos need to be stapled. Not clipped. Not folded near the top. Stapling ensures pages stay together--plus it makes reports easier to stack.

MEMORANDUM

Almost all companies have a conventional heading that signals an internal memo. "Memorandum" (or "Memo") usually appears in bold letters either left- or center-justified at the top of the page. Other important information that appears at the top of page one includes:


Date:

Subject: (or Re:)

To:

From:

It should be noted that most word processors like Microsoft Word provide some nice templates for memo layout should you be looking for one.

If this is a memo designed to communicate the findings of some project or investigation assigned to the author, then the structure of the memo typically progresses as follows:

Introduction (or Background)

Two or three sentences that orient your reader about why your are writing to him or her. Your boss may not remember why he or she assigned you this project. In this section, refresh your boss's memory. This should not be an editorial (for example, don't include philosophy about how important this issue is to your company--your readers already know that). Rather, the Introduction should inform the reader about specific background info regarding the project you are writing about (for example, who, what, when, where, why). In most analytical memos, your tone should be unemotional and objective.

Avoid putting your conclusions or key points in this section--those things go in the next section.

Key PointsThis section may also be labeled "Recommendations", "Highlights", "Summary", "Conclusions", or something else with a similar summative tone.


This is where you place your key points for that busy executive that only has three minutes on the subway.

Key points are usually best communicated by listing them as single sentences or phrases (like we have done here). Avoid big blocks of narrative text--most busy readers have difficulties navigating large, wordy paragraphs.

Limit your key points to three or less.

In an analytical memo your three key points might consist of:

• Major strengths or weaknesses that you'd like to highlight.• Opportunities for improvement.• At least one recommendation for action.

Your key points must all fit on the first page.

Analysis

Data, Method, Assumptions. Before you engage in any analysis you need to tell your reader some things:

• Data. What data will you be using? How and where did you obtain it?

• Method. What methods will you be using to analyze your data?• Assumptions. Are there some key assumptions that you will be making during your analysis?

By informing your reader about these issues, they'll better know what to expect as they read on...

Specific Analysis. This section may also be labeled "Findings", "Details", "Results", or something else that signifies that this is where


you provide the details of your analysis. This is for the reader that needs more specific information than the summary info presented in the key points listed above. A useful rule about the analysis section: It should be easy for the reader to clearly link the portions of your Analysis section with each point listed in the Key Points section above.

Positioning the Analysis Section. If there is room, begin your analysis section on the bottom of page one. If your analysis is fairly lengthy, consider using subheadings that divide your analysis into logical pieces. Notice that we have done this here by using bold-face phrases to signal the general content of each paragraph.

Use of Boldface for Headings and Subheadings. Just like we are doing here, use boldface and different size fonts to highlight section headings and subheadings. Today's word processing software makes it easy for the writer to use different font sizes and headings to guide the reader's eye through the report.

Paragraph Size. Avoid big blocks of narrative text. Large paragraphs are impossible to read quickly. Better to break up your thoughts into smaller size chunks. Augment them with boldfaced subheadings--just like we are doing here.

Use of Data. Most analytical reports require the incorporation of data in order to be convincing. Data provide a sense of objectivity and encourage "managing by fact". Data are usually expressed in either tables or graphs. They can be placed inside the analysis section (increasingly popular as word processors facilitate cut-and-paste) or at the end of the report as attachments. In either case, all tables and graphs should have a title and numerical reference (e.g., Table 2: Cost Data; Figure III: Sales Projections), and your analysis should make specific reference to each table or graph you have included in your report (e.g., "see Table 2"). Attaching the raw data used in your analysis is usually a good idea.


Limitations. What are the limitations of your analysis and findings? For example, the data that you use may be incomplete or suspect--you may need to note that to your reader. Indeed, a "Limitations" or similar section may be a chance to impose your superior grasp of the context that frames your project. Your reader will appreciate this.

What Not to Include. Never incorporate data that is not specifically referenced in your analysis. Do not end the memo with your conclusions! They should be stated in list form on Page One Example:

Company NameAddress............................................ City, State Zip

telephone number

date....

Address of company or person Subject ........Dear Sir/Madam: Dear Ms. Smith:

Body of letter

Sincerely,

signature

typed name


Enc

Example:

CHOCOLATE HEAVEN EMPORIUM

MEMORANDUM

TO: All StaffFROM: Management T.C.DATE: November 9th, 20--SUBJECT: STAFF CHRISTMAS PARTY

It's that time of year again. As you all know, Christmas is our busiest season of the year. Every year it is a struggle for management and supervisors to find the time and energy to organize a staff Christmas party. This year, we have decided to postpone the Christmas party until after our busy season.

Party Details

• Date: Second or third Saturday in January (T.B.A)• Theme: Beach• Food: Caribbean• Special events: Karaoke and belly dancing

We apologize that the celebration will have to wait until the new year, but we guarantee that it will be worth the wait. Anyone interested in volunteering to help out with the event is encouraged to call Lucy, our events coordinator. Lucy's cell phone number is 222-3098. Please contact Lucy outside of business hours regarding this matter.

Thank you.

T.C


Unit Ten

APPLYING FOR JOBS & LETTERS OF APPLICATION

A job application letter, also known as a cover letter, should be sent or uploaded with your resume when applying for jobs. The job application letters you send explain to the employer why you are qualified for the position and why you should be selected for an interview.

The application, or the letter in which you offer your services and qualifications to the employer, may be most important letter that you will ever write, because it may change the whole course of your career, it may move you from a student to an employee, it may change from one post to another .

Here is information on how to write job application letters, along with job application letter samples, examples, and templates to use to write application letters to apply for jobs.

How to Write a Job Application Letterwriting a job application letters can seems like a challenging task. However, if you take it one step at a time, you'll soon be an expert at writing application letters to send with your resume.Job Application LettersA job application letter, also known as a cover letter, is a document sent


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with your resume to provide additional information on your skills and experience.Job Application Letter FormatThis job application letter format lists the information you need to include in the job application letter you send with your resume. Use this application letter format as a guideline to create customized application letters to send to employers.Job Application Letter TemplateJob application letter template to use to create your own personalized job application letters for applying for a job. The letter should cover as shortly and simply as possible the

following points :Some indications of the source of information from which you have

learnt about the job (vacancy .(1 -A formal application for the post and expression of interest in the

particular work required .2 -personal date: Name, mailing, address, telephone no .

3 -Education – qualification: school, colleges, universities, night classes, also mention certificates and degrees obtained .

4 -Past experience which has a particular bearing on the job, and any other skills .

5 -A statement of the writer’s readiness to keep any appointment for an interview, and to carry out the duties devotedly if appointed .

Getting the first job demands that you:

1 -photocopy your certificates (more than one copy) because you may apply for more than one job at the same time.

2-Contact your references: staff members, friends, placement sections, etc .


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3 -checking advertisements each day and getting appointments for interview.

4 -Send copies of your letters and C.V. to the companies that might have an opening .

KINDS OF APPLICATIONS;

1 -In reply to an advertisement.2 -Using an introduction .

3 -Unsolicited .

IN REPLY TO AN ADVERTISEMENT :

It is written in response to an invitation, usually in the from of advertisement. In the opening sentences of your application letter you will refer to the advertisement for The advantages to the applicant in writing a solicited letters of application :

1 -He could assess his qualifications in light of the employer’s requirements .

2-The certainty that the opening exists .

ANNOUNCEMENT WANTED

A leading company in Amman requires executive secretary to run a well-organised office.

Applicants should have good command of English Language and typing speed not less than 30 w.p.m Short-hand would be preferable.

If interested, please write to P.O.Box 2161- Amman enclosing copies of your certificates.


Good salary and convenient working conditions are offered .

Example :Reference is made to your advertisement No. …. In Al-Rai for the post of Executive Secretary.

USING AN INTRODUCTION :If you have been informed or recommended for the job by a person who is well college or one of the company’s members, you should mention the name of the adviser and his position at the beginning of your letter.

The primary advantage to be obtained that the person who gave you the introduction will generally be able to give you some hints as to the main points that you should emphasize in your application, so making your task considerably easier, and the employer will already be acquainted

with your qualifications .Example 1: Miss Saadet Hameed. The Dean of princess Sarvat Community College, has information me that you have enquired whether she could recommend one of her students whether she could recommend one of her students for the post of secretary in your firm .

Example 2: Mr. Naseem Imran, who has represented your firm in Lebanon for many years, very kindly gave me your address before

address before o left Beirut and allowed me to refer to him .

UNSOLICITED APPLICATION:

An unsolicited application is written to a prospective employer who has not advantage ,

That your letter will not have to compete with dozens of other applicants and will be considered for any future opening. In such a situation, you must try to find something about the firm’s activity and

shows how your qualifications and experience could be used .

Example 1:


Please allow me to subject this application to you, asking if you have an opening which you think fits my qualifications.Example 2 :

Please, consider me one of the candidates for any future opening for a typist or any clerical job which fits my qualifications.

The information, sentences, the conclusion, and other information will be the same in all the mentioned kinds of applications .

LETTER OF APPLICATION

Personnel Manager Hassan Zayed12th May, 1992 Jabal El-Hussein Contracting & Trading Co. P.O.Box (8123 (

Dear Sir ,Reference to your advertisement in Al-Raj Daily Newspaper in which you advertised the position of clerk-typist.

I am Jordanian, 20 years old, single, I have a Diploma in Business and Office Practice, Practice, my typing speed is 45 w.p.m and my shorthand dictation speed is 75-90 w.p.m, also I possess other related skills: business correspondence and filing, I will appreciate it if you consider my application, and give me the change for an interview at your convenience .


Yours faithfully, Hassan Zayed

HINTS ON WRITING LETTERS OF APPLICATION

1 -Try to address an individual whose name appears in the advertisement. If not, make the salutation read Dear Sir.

2 -indicate the source from which you’ve learnt about the vacant post.3 -Layout the letter and write neatly as well.

4 -Recount briefly the abilities that you feel will qualify you for the job.5 -Make sure that your letter is correctly worded and contains no

spelling or punctuation errors.6 -Revise it carefully before sending it .

USING A CURRICULUM VITAE (C.V:(

It is a common practice to write the letter of application in two parts:

1 -A quite brief letter setting out the main points referred to as a covering letter used with the C.V (Data sheet.(

2 -The C.V. Which shows the employer in detail, the qualifications, and the past record of employment, it must be neatly arranged and attractively laid out, so that it allows the employer to choose the area about which he might want further data .

Example: A brief letter covering the C.V.


Dear Sir, I'm applying for the position of Executive Secretary advertised in

Ad-Dustor, 9th March, 1999. I have held several responsible secretarial jobs for a large

organization based in Amman. The enclosed c.v. gives a more detailed outline of my education and experience.

Yours faithfully,

The C.V.

The C.V. is not a substitute for a letter of application but is used to give clear and systematic information along with the covering letter .

C.V.

Hassan Zayed

P.O.Box. 161

PERSONAL DATA : Name: Hassan Hassan Zayed

Age : 20 Years/ SingleEDUCATION :

1984-1987 Al- Amir Hassan Secondary School .


1987-1989 Amman Training College, Business & Office Practice Course

) 10 subject) conducted in English language besides other supplementary

subject .LANGUAGES :

Excellent Arabic: spoken & written . Fluent English: spoken & written .

EXPERIENCE : 1987-1990 Part-time secretary for National Trading Co. Filing,

typing, correspondence. 1990-1992 ARAMCO – Purchasing Department clerk-typist.

SPECIAL SKILLS : Driving Licence

Calligraphy AFFILIATIONS :

Jordan Libraries Association – Secretary Social Development Committee – Deputy

REFERENCES : Mr. Azzam A. Abu-Khalid, Instructor, Amman Training

College, tel: 4205501/ P.O.BOX:434 Dr. M. Amayreh, Teacher, Amman Training College .

Example : Long C.V

c. v April 2004 Personal data Name: Ghaleb Mohammed Mohammed Al-Bostangy


Gender: Male Marital status: married Nationality; Jordanian Religion: Islam Place & date of birth: Thannieh on the 18th of December 1958 Correspondence address: Al-Imam Muhammad Ibn Saud Islamic University Faculty of Economics and Administrative Sciences P.O Box 5701 – Alriad 11432 Mobile: 00-966-595310967 E-mail: [email protected] SUMMARY OF QUALIFICATIONS-Wide experience in teaching all levels of undergraduate classes covering intensive courses in general business and marketing as well as specialized departmental programs.-wide experience in teaching post graduate subjects in the field of business and marketing.-Extensive experience in performing R&D projects in the field of

operation Research, Marketing Management; project Management, Product Management, Engineering & Construction Services Marketing. Total Quality Management, Human Resources Management & Internal and Interactive Marketing.

ACADEMIC BACKGROUND: EDUCATION:

• -Ph.D degree in Marketing from Amman Arab University for Graduate Studies 2006/2007 with an average of ( 3.70 out of 4.00) rating (Excellent).• - Master degree in Business Administration (MBA) from Jordan University –Jordan 2001/2002 with a cumulative average of 3.5 with very good


• -Bachelor of Business administration from Mu’tah University –Jordan 97/98 with a cumulative average of 84% with excellent. , and a certificate from the department of admissions and registration at Mu’tah University certifies that my standing was the first among all students who graduated at the same academic year.• -Associate degree (Diploma) of three years program in Mechanical Engineering , Al – Balqa Applied University-Amman, 1980.

Work experience• - August 2009 up to date/ Al-Imam Muhammad Ibn Saud Islamic University /Assistance professor • August 2007 to August 2009.Zarqa Privet University- Jordan, Assistant Professor, during this period I have taught various Business and Marketing modules such as:

Production Management Operations Research Marketing Management Principles of Management Marketing Researches Distribution Management Principles of Marketing Quantitative Methods in Marketing Sales Management Business Administration (2) Human Resource Management Services Marketing Industrial Marketing Marketing Strategies Marketing of Banking Services Computer Application in Marketing


• August 2007 to August 2009. Hashemia University –Jordan , Parte-Time lecturer in the department of Business and marketing . during this period I have taught various Business and Marketing modules in English Language such as:

Production & Operations Management Operations Research Small Business Management Restaurants Management Projects Management

• August 2007 to August 2009. Arab Academy for Financial & Banking Sciences –Jordan, Parte-Time lecturer in the department of Business and marketing. during this period I have taught various Business and Marketing modules in English Language for postgraduate students, such as:

Advance Marketing Management Total quality Management

• 02/2003 to August 2007. Mutah University –Jordan , Full-Time lecturer in the department of Business and marketing . during this period I have taught various Business and Marketing modules such as:

Operations ResearchProduction ManagementMarketing ManagementPrinciples Of ManagementPublic Relations in BusinessMath & Statistics in BusinessConsumer BehaviorElectronic MarketingPlanning & Developing ProductsMarketing ResearchesDistribution ManagementTourism Marketing


Principles of MarketingQuantitative Methods in MarketingSales Management

• - 15/2/2003_Aug/2009 Work as a consultant for several companies and institute in several related field like ( Development and Rein structuring Organization, Human Resource Management and Quality Assurance, Internal and Interactive Marketing, Strategic and Marketing Plan, …

• - 25/1/2001 _15/2/2003 Laps chairperson in Engineering faculty, Mu'tah University/Jordan.• - 1/9/87-25/1/2001 Lap supervisor in Engineering faculty, Mu'tah University/Jordan.• - 1/6/82-1/9/87 Supervisor in Operation and Production Management, Quality Assurance Division/Arab Potash Co-Jordan.• - 02/80-06/82 Military service in the Jordanian military force

Language skills• Excellent command of spoken ,written, and reading English, besides, my first (native) Arabic language.

Computer skills

• -Certificate in ICDl in Cairo/ UNICCO.• - Ability to use SPSS.

Training courses

• -Improve faculty performance,18 credit hours/Mu'teh University . • -Electronic learning with using (MOODLE) system in developing and quality assurance unit/Zarqa Private University.


Activities:• Member in several academic administrative committees in Mu'teh University.• Member in several academic administrative committees in Zarqa Private University.• Member in marketing department board in Zarqa Private University.• Marketing department coordinator/ Zarqa Private University.• Member in Environmental protection association.• Member in consumer protection association.• Member in Jordanian construction association.• Member in several non profit and voluntary association.• Member in Alqasem Co for contracts board.• Participate in several scientific administrative and engineering seminars and conferences.

ProfileAble to learn new skills, searching for up-to-date knowledge.

Published Paper• Bostanji, Ghaleb(2008)” Impact of the application form (7-s) to Milkensi on the performance of corporate marketing departments Jordan Industrial / applied study / publications sixth scientific conference 6-7 May 2008 to Zarqa Private University, "Issues," Contemporary economic and administrative in the early twenty-first century, challenges, opportunities, perspectives ".

• Bostanji, Ghaleb(2009) “Actual Usage of Marketing Strategies by Companies of the Jordanian Construction Sector and Its Effect on the Level of Their Performance. University of Sharjah Journal of Humanities & Social Sciences. Vol.6.No.3. October 2009 AD.ISSN: 1996 – 2339


• Bostanji, Ghaleb(2003)” Issues Facing Corporate Governance in the coming decades. A working paper for a seminar to develop the construction sector of Jordan - Amman - Jordanian Contractors Association - June -2003.

• Bostanji , Ghaleb & Al-Masri, Mohammed (2010).”External Environment Factors that Determining the Selection of the Marketing Strategy in Firms Working in the Jordanian Construction Sector.Zarqa Journal for Humanities & Social Sciences. Acceptance for Publication on 10th January, 2010.

• Bostanji, Ghaleb(2008) Jordanian consumer assessment of the economic situation in light of the global financial crisis and its impact on the pattern of consumer behavior (field study). Journal of Economice studes / University of Altahdi, Acceptance for Publication on 11th april / 2009

• Bostanji, Ghaleb(2008) The impact of the efficiency of marketing information systems to gain competitive advantage in Jordanian industrial companies / Journal of Human Sciences / University of Mohammad Khaydar - Biskra - Algeria on 13/11/2008 .• Bostanji, Ghaleb(2008)the global financial crisis on the marketing of real estate in Jordan / The Arab Journal of Administrative Sciences / University of Kuwait. On 3 / 3 / 2009.


Questions & Answers Questions & Answers

Read the question carefully before you answer. Answer all the multiple choiceRead the question carefully before you answer. Answer all the multiple choice questions and check them to be sure that you have answered all the questions.questions and check them to be sure that you have answered all the questions.

Section One: Multiple Choice Questions. Section One: Multiple Choice Questions. (The answers’ written in(The answers’ written in Bold)Bold)

1-1- is the letter in which you offer your services and qualifications to theis the letter in which you offer your services and qualifications to the employeremployer

a. Order b- The application c. Order b- The application c. letters of applicationletters of application d. b +c d. b +c

2…………… may be most important letter that you will ever write,

a. Order b- The application c. Order b- The application c. letters of applicationletters of application d. b +c d. b +c

3-the 3-the letters of applicationletters of application is very important dueis very important due

a. it may change the whole course of your career,a. it may change the whole course of your career,b. it may move you from a student to an employee,b. it may move you from a student to an employee,c. it may change from one post to another. c. it may change from one post to another. d.d. All what mentioned. All what mentioned.

4-One from the following is correct.4-One from the following is correct.

a.The letter should cover the required points: a.The letter should cover the required points:

b.The letter should cover as shortly and simply as possibleb.The letter should cover as shortly and simply as possible the required pointsthe required points

c.The letter should cover as shortly the required pointsc.The letter should cover as shortly the required points


d.The letter should not cover as shortly and simply as possibled.The letter should not cover as shortly and simply as possible the required points. the required points.

5-The letter should cover the following points: 5-The letter should cover the following points:

a. A formal application. b. personal date a. A formal application. b. personal date

c. Education qualification: c. Education qualification: d. All what mentionedd. All what mentioned

6-Name, mailing, address, telephone no. these item represent:6-Name, mailing, address, telephone no. these item represent:

a. A formal application. a. A formal application. b. personal dateb. personal date

c. Education qualification: d. Past experience c. Education qualification: d. Past experience

7- School, Colleges, universities, high classes, and these items represent. 7- School, Colleges, universities, high classes, and these items represent.a. A formal application. b. personal date a. A formal application. b. personal date

c. Education qualification:c. Education qualification: d. Past experience d. Past experience

8- The letter should cover8- The letter should cover a statement of the writer’s readiness a statement of the writer’s readiness

a.a. To keep any appointment for an interview. To keep any appointment for an interview.

b.b. To carry out the duties devotedly if appointed. To carry out the duties devotedly if appointed.

c.c. a +b a +b

d.d. none of the above, none of the above,

9- Photocopy your certificates ….it’s from the required of;9- Photocopy your certificates ….it’s from the required of;

a.Getting the first job demands that you.a.Getting the first job demands that you.

b. Keeping any appointment for an interview. b. Keeping any appointment for an interview.

c.Carry out the duties devotedly.c.Carry out the duties devotedly.

d.All what mentioned.d.All what mentioned.


10- Contact your references:……10- Contact your references:……

a. staff members, a. staff members,

b.friends,b.friends,

c. placement sections, c. placement sections,

d.All what mentioned.d.All what mentioned.

11- Photocopy your certificates (more than one copy) because11- Photocopy your certificates (more than one copy) because

a. a. You may apply for more than one job at the same time.You may apply for more than one job at the same time.

b. you may not apply for more than one job at the same time. b. you may not apply for more than one job at the same time.

c. you may apply for one job. c. you may apply for one job.

d. you may apply for more than one job at a different time. d. you may apply for more than one job at a different time.

12- One from the following not correct:12- One from the following not correct:

a.Checking advertisements each day and getting appointments fora.Checking advertisements each day and getting appointments for interview.interview.

b. b. Checking advertisements each month and gettingChecking advertisements each month and getting appointments for interview.appointments for interview.

c.You may apply for more than one job at the same time. c.You may apply for more than one job at the same time.

d.The letter should cover d.The letter should cover a statement of the writer’s readiness a statement of the writer’s readiness

13- KINDS OF APPLICATIONS.13- KINDS OF APPLICATIONS.

a. Informing b-reminder c. persuasive dInforming b-reminder c. persuasive d. none of the above.. none of the above.

14- Unsolicited. It is a……14- Unsolicited. It is a……

a. Kind of order b. kind of enquiry c. Kind of order b. kind of enquiry c. kind of application.kind of application. d. a +b d. a +b

15- KINDS OF APPLICATIONS.15- KINDS OF APPLICATIONS.


a.a. In reply to an advertisement.In reply to an advertisement.

b.b. Using an introduction. Using an introduction.

c.c. Unsolicited. Unsolicited.


16-………………………..It is written in response to an invitation,16-………………………..It is written in response to an invitation,

a.a. IN REPLY TO AN ADVERTISEMENT.IN REPLY TO AN ADVERTISEMENT.

b.b. Enquiry. Enquiry.

c.c. OrderOrder

d.d. Application letter.Application letter.

17-…………………….of your application letter you will refer to the17-…………………….of your application letter you will refer to the advertisementadvertisement

a.a. In the closing sentences.In the closing sentences.

b.b. In the opening sentences.In the opening sentences.

c.c. In the salutation.In the salutation.

d.d. In the complimentary close. In the complimentary close.

18- for the advantages to the applicant in writing a solicited letters of18- for the advantages to the applicant in writing a solicited letters of application:application:

a.a. He could assess his qualifications in light of the employer’s He could assess his qualifications in light of the employer’s requirements. requirements.

b.b. The certainty that the opening exists. The certainty that the opening exists.

c.c. a +b a +b

d.d. None of the above. None of the above.


19- ………..if you have been informed or recommended for the job by a person19- ………..if you have been informed or recommended for the job by a person


b. Using an introduction. Using an introduction.

c.c. Unsolicited. Unsolicited.

d.d. a +ba +b

20-The primary advantage to be obtained that the person who gave you the20-The primary advantage to be obtained that the person who gave you the introduction.introduction.

a.a. will generally be able to give you some hints will generally be able to give you some hints

b.b. as to the main points that you should emphasize in your application, as to the main points that you should emphasize in your application,

c.c. Making your task considerably easier and the employer will already beMaking your task considerably easier and the employer will already be acquainted with your qualifications. acquainted with your qualifications.

d.d. All what mentioned. All what mentioned.

21-It not from the primary advantage to be obtained that the person who gave21-It not from the primary advantage to be obtained that the person who gave you the introduction.you the introduction.

a.a. Making your task considerably easier.Making your task considerably easier.

b.b. The employer will already be acquainted with your qualifications. The employer will already be acquainted with your qualifications.

c.c. You will get more chance.You will get more chance.

d.d. a +ba +b

22-……….is written to a prospective employer who has not advertised a22-……….is written to a prospective employer who has not advertised a vacancy.vacancy.



c.c. An Unsolicited application.An Unsolicited application.

d.d. None of the above. None of the above.


23-. The advantage of the An Unsolicited application.23-. The advantage of the An Unsolicited application.

a.a. That your letter will not have to compete with dozens of other applicants That your letter will not have to compete with dozens of other applicants

b.b. Will be considered for any future opening. Will be considered for any future opening.

c.c. a +ba +b


24-……………….. is not a substitute for a letter of application.24-……………….. is not a substitute for a letter of application.



c.c. An Unsolicited application.An Unsolicited application.

d.d. The C.V.The C.V.

25-………………. is used to give clear and systematic information along with25-………………. is used to give clear and systematic information along with the covering letter. the covering letter.

a.a. In reply to an advertisement. In reply to an advertisement.

b.b. The C.V.The C.V.

c.c. Using an introduction. Using an introduction.

d.d. An Unsolicited application.An Unsolicited application.

26- The C.V. generally may contain:26- The C.V. generally may contain:

a.a. Personal DataPersonal Data

b.b. EducationEducation

c.c. Employment recordEmployment record


27-27- .................…... .................…... Date and place of birth, citizenship, marital status, address,Date and place of birth, citizenship, marital status, address, etc.etc.





d.d. References:References:

28- …………: Name of college, institute, etc…., any courses taken, degrees28- …………: Name of college, institute, etc…., any courses taken, degrees obtained.obtained.





29-…………….: Name and address, nature of work, Name of position held.29-…………….: Name and address, nature of work, Name of position held.






1-1- References: Name of persons (referees) to whom you are known for a References: Name of persons (referees) to whom you are known for a considerable time and who are ready to testify to your ability, training andconsiderable time and who are ready to testify to your ability, training and general character (Listed at the end).(T).general character (Listed at the end).(T).

2-2- Affiliations: Activities in social organizations. (T). Affiliations: Activities in social organizations. (T).

3- APPLYING FOR JOBS, IT IS A LETTERS OF APPLICATION (T).3- APPLYING FOR JOBS, IT IS A LETTERS OF APPLICATION (T).


4- Order is the letter in which you offer your services and qualifications to4- Order is the letter in which you offer your services and qualifications to the employer (F).the employer (F).

5- The invoices and the other documents are usually opened.(F).

6-The letter should cover, A statement of the writer’s readiness to keep6-The letter should cover, A statement of the writer’s readiness to keep any appointment for an interview.(T) any appointment for an interview.(T)

7-The letter should not cover some indications of the source of7-The letter should not cover some indications of the source of information from which you have learnt about the job (vacancy). (F)information from which you have learnt about the job (vacancy). (F)

8- It is not necessary to indicate the Past experience. (F).8- It is not necessary to indicate the Past experience. (F).

9- Send copies of your letters and C.V. to the companies that might have an 9- Send copies of your letters and C.V. to the companies that might have an opening.(T)opening.(T)

10- Photocopy your certificates (only one copy).(F)10- Photocopy your certificates (only one copy).(F)

11- You should mention the name of the adviser and his position at11- You should mention the name of the adviser and his position at the beginning of your letter. (T).the beginning of your letter. (T).

12- An unsolicited application is written to a prospective employer12- An unsolicited application is written to a prospective employer who has advertised a vacancywho has advertised a vacancy.. (F). (F).

13- Making your task considerably easier. (F).13- Making your task considerably easier. (F).

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Appendix 1 EDI Glossary of Common Terms, Abbreviations and Acronyms, and Technical Terms

Common EDI Terms

EDI Electronic Data Interchange (EDI) is a system for conducting business through the electronic exchange of business transactions; specifically, the exchange of trade-related documents, such as purchase orders, shipping notices, invoices and funds transfers.

EDI Document An EDI Transaction, a structured electronic file that is sent to an EDI trading partner in accordance with EDI standards. Examples of Documents include 850– Purchase Order, 810 Invoice, and 856 Advance Ship Notice (ASN).

EDI Transaction An electronic exchange of an EDI business document that facilitates a business process, such as a purchase order, invoice or advance ship notice.

Integration Integration is the connection of two or more separate business application software programs for the purchase of exchanging information with little or no user intervention. Integration can refer to simply the exchange of databetween the two separate programs that are being operated separately. Moreadvanced integrations Combine two separate applications so that they can beboth operated from one user interface. Integration can also refer to Theprocess of making one application compatible with another application, oftenacross multiple file formats.


Mailbox The electronic data storage location within a network service, VAN, which is set aside for a specific EDI user to hold messages and EDI transactions.

Mapping The process of defining and connecting the standard data elements in an EDI transaction set to their corresponding fields in the business managementsystem used for processing orders and inventory. Mapping occurs between anEDI translator and business application software such as MAS90.

Trading partner Trading partners are companies that conduct business with each other with EDI. A distributors or manufacturer has Trading Partners who are customers. Retailers or other product buyers have trading partners that are vendors.

Translator Software that is used to convert standardized EDI data to a data format for use by business applications.

UCC-128 Label UCC128 labels are affixed to each carton and/or pallet and provide information about a particular shipment. These labels alerts the trading partner about shipment information--who the vendor is, carton content, store ship to location, etc., and is a mix of both human readable as well as scannableinformation.

VAN A Value Added Network (VAN) refers to an intermediary used to facilitate EDI connectivity between trading partner.

EDI Abbreviations andAcronyms

ADC Automated Data Collection, Technologies that automate data collection at the source such as bar codes and RFID (see definition below).

ANSI Acronym for American National Standards Institute, which is the organization that acts as coordinator and clearing house for information on nationalStandards, including EDI.

ANSI ASC X12 American National Standards Institute, Accredited Standards Committee X12, which comprises government and industry members


who create EDI standards for submission to ANSI for approval and dissemination it is the most common EDI standard used in North America.

AS2 AS2 (Applicability Statement 2) is a specification for Electronic Data Interchange (EDI) between businesses using the Internet's Web page protocol, the Hypertext Transfer Protocol (HTTP).

ASC Acronym for Accredited Standards Committee, which is a team that has been chartered by ANSI to develop a specific set of standards.

ASN An Advanced Ship Notice, or ASN, is also known as the 856 transaction in EDI parlance. ASNs indicate when a shipment was sent, the carrier used to ship it, and how it was packed.

ASP Application Service Provider; EDI providers that offer monthly EDI services that are available via the web.

B2B Business to business; when one business communicates with or sells to another business.

EAN A European Article Number (EAN) is a barcoding standard which is a superset of the original 12-digit Universal Product Code (UPC) system developed in North America.

EDI The electronic communication of business transactions; specifically, the exchange of trade-related documents, such as purchase orders, invoices andCorporate Electronic Funds Transfer (EFTs) in a standard format.

EDIFACT United Nations/Electronic Data Interchange For Administration, Commerce, and Transport (UN/EDIFACT or EDIFACT) is the international EDI standard developed under the United Nations.

FTP File Transfer Protocol (FTP) is a common way to move files between computers over the Internet. Anonymous FTP gives users access (without an ID and password) to areas on a remote system that contain public files.


GTIN Global Trade Item Number, a 14 digit bar code format used to identify trade items, which encompass both products and services. GTINs provide the capability to deliver unique identification worldwide.

SCAC Standard Carrier Alpha Codes (SCAC) are unique four-letter codes that identify transportation carriers.

UCC The Uniform Code Council. The organization that oversees the standards for product identification and related electronic communications. The UCC oversaw the Universal Product Code (UPC) in the United States – nowsuperseded by GTINs – as well as Uniform Communication Standards (UCS) forEDI in the grocery industry and Warehouse Information Network Standards(WINS) in the warehousing and transportation industry.

UPC Universal Product Code, the standard bar code printed on retail merchandise, which is administered by GS1 US. It is the most common barcode format used in North America.

VAN A Value Added Network (VAN) refers to an intermediary used to facilitate EDI connectivity between trading partner.

EDI Technical Terms

AS2 AS2 (Applicability Statement 2) is a specification for Electronic Data Interchange (EDI) between businesses using the Internet's Web page protocol, theHypertext Transfer Protocol (HTTP).

Barcode A barcode (also bar code) is a machine-readable representation of information. Originally barcodes stored data in the widths and spacings of printed parallel lines, but today they also come in patterns of dots, concentric circles, and text codes hidden within images. Barcodes can be read by optical scanners calledbarcode readers.

BOM Bill of materials (BOM) is the term used to describe the "parts list" of components needed to complete an end-item for sale.

Compliance Checking A checking process that is used to ensure that a transmission complies with ANSI X12 syntax rules.


Connectivity The ability to make and maintain a connection between two or more points in a telecommunications system. The typical mechanism for establishing connectivity in an EDI system is a Value Added Network (VAN).

CSV file The comma-separated values (CSV) file format is a file type that stores tabular data using the comma symbol to distinguish between different values.

Data Element The smallest unit of information in an EDI transaction set, such as quantity or ZIP code. Data elements combine to make data segments.

DUNS Number A nine-digit number assigned and maintained by Dun & Bradstreet to identify unique business establishments. DUNS numbers are assigned worldwide and include US, Canadian and international organizations.

Electronic Envelope An electronic envelope consists of codes that mark the boundaries of electronic documents. The electronic envelope contains EDI documents, sender and receiver information.

Flat File Sometimes referred to as interface file, is designed to hold EDI data prior to and following translation or transmission to and from a trading partner.

Functional Acknowledgement A Functional Acknowledgement (also referred to as a 997 transaction) confirms that an EDI transaction has been received by a trading partner and indicates the time and date of receipt.

Internet EDI EDI communication between trading partners facilitated over the internet using the AS2 standards.

Sender/Receiver ID A unique number or series of characters which identifies a trading partner on all EDI networks.

Transaction Set A block of information in EDI, making up a business transaction or part of a business transaction. Outside North America, this is normally called a message.


UCC-128 Label UCC128 labels are affixed to each carton and/or pallet and provide information about a particular shipment. These labels alerts the trading partner about shipment information--who the vendor is, carton content, store ship to location, etc., and is a mix of both human readable as well as scannable information.


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