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Pictionary ............................................................................................................................................ 3 Stopgap Letters ................................................................................................................................... 4 Confirmation Letters ........................................................................................................................... 6 Inquiry Replies ..................................................................................................................................... 8 Refusal Letter .................................................................................................................................... 10 Acknowledgements ........................................................................................................................... 12 Substitute order ................................................................................................................................ 14 Follow Up .......................................................................................................................................... 16 Referral Letter ................................................................................................................................... 17 Remittances....................................................................................................................................... 19 Order acknowledgements ................................................................................................................. 20 Delayed delivery ................................................................................................................................ 23 Partial Shipment ................................................................................................................................ 24 Complaint .......................................................................................................................................... 25 Claim.................................................................................................................................................. 26 Complaint Response.......................................................................................................................... 27


Pictionary Word Domestic Terminal

Definition

Luncheon

a usually formal lunch that occurs as part of a meeting

We were invited to the luncheon at SH Inc. celebrating the new deal.

Clientele

Customers

Our clientele was so varied we have to make different publicity for each segment.

Compensation

Payment, repayment

There was a compensation for the damage done at the party.

Restitution

Reparation, Repayment

We will restitute all of the damaged products.

Subsequently

Afterwards

We will subsequently manage the situation; it is no longer under your jurisdiction.

Is a terminal that handles only domestic flights; flights within the same country.

Examples The limousine will wait for you at the domestic terminal on your return.

Picture


Stopgap Letters This reply is a way of acknowledging a letter that the reply will take some time to answer. They let your customer know you have received the inquiry and that you are not ignoring him assuring you will respond as soon as possible. When writing we should be careful not to commit your employer to any action nor explain his absence. It has mainly two paragraphs. P 1 Appreciate the mention; acknowledgement P 2 Explain the reason of the delay; approximate date for resolution P 3 Reassure the customer of response.

Dear Reverend Hollingsworth: Your request to meet with Rabbi Tucker to discuss his participating in an interfaith symposium on world peace arrived this morning. However, Rabbi Tucker is out of town and is not expected back before the 15th. I wll be sure to inform Rabbi Tucker of the planned symposium as soon as he returns. Yours truly,


Long Stride Law Firm 221 Baker Street Manhattan, New York 10135

March 25, 2014

Mr. Harold Ross Rochester Development, Inc. 663 Fifth Avenue New York, New York 31018 Dear Mr. Ross Thank you for your interest in the development of the new contract with Hastings Development Corporation. At this moment Ms. Leonard is not in the country and will be able to reply your request until her return in two weeks. I will make sure Ms. Leonard receives your letter as soon as she returns. If you need more information contact me at (022) 201-1552.

Yours truly

Gabriela Marroquin Assistant

Cardona A.


Confirmation Letters They are a routine to companies that have to confirm information with their clients, for example, a hotel or a travel agency. There should be a confirmation for everything that is not a product. It should effectively transmit clear, correct, and complete information and if you are writing to an individual you can make him a regular customer by adding a personal touch. P 1 acknowledge the agreement P 2 Add goodwill, give details

Dear Mr. Durrell: This letter will confirm your reservation for a single room with bath for August 24-27. Your room will be available after 2 p.m. on the 24th. Since you will be arriving in Omaha by plane, you may want to take advantage of The Barclay’s Shuttle. Our limousine departs from the domestic terminal every hour on the half hour, and the service is free for guests of the hotel. Cordially yours,


Avianca, S. A. 5ta. Calle 0-69, Zona 14 Guatemala 01014

March 20, 2014

Dear Through this letter I confirm your reservation of the plane tickets departing from Guatemala City on March 24 in Flight 458 at 7:30 A.M. expected to arrive in Miami Airport at 9:30 A.M. and the tickets to return, on March 29, from Miami Airport on Flight 232 departing at 6:30 P.M. expected to arrive to Guatemala City at 8:30 P.M. We remind you that it is best if you are at the airport with an hour of anticipation, in order to have enough time to check in and avoid losing the flight from a delay. If you have further questions you can talk to Miss Olivia Barrera at 2479-9098.

Sincerely yours

Gabriela Marroquin Sales Manager

Cardona A.


Inquiry Replies All inquiries should be answered, and it should not only increase that interest but also inpire the inquirer to action. Its purpose is to give information and if you cannot provide all the data you should promise to send it later. Sending a catalogue or brochure can be a personal touch and it can encourage a future purchase. P 1 Appreciate the interest in our company (thank you) also acknowledge the request. P 2 1. Give the requested information 2. If the information cannot be given explain why. P 3 Motivate to action, offer further assistance or some other option that can probably solve their problem. Include a magazine or brochure with the information. Dear Mr. Godonov: Thank you for your requesr for information about the Teaneck Tennis Center. One of New Jersey’s newest facilities, we are a full-service tennis club just 15 minutes from Manhattan. The enclosed brochure describes our special features, including championship-size courts and professional instruction. You may find the section on our Businessperson’s Special of particular interest. If you drop by Teaneck Tennis any time berween 7A.M. and 10 P.M., we would be delightes to give you a personal tour of the Center-at no obligation of course. Cordially yours,


Ford Motor Company 471 Barlett Street San Anselmo, California 94960

April 1, 2014

Mr. Louis Kent 221B Baker Street New York, New York 10024

Dear Mr. Kent: Thank you for your letter of March 29, we appreciate your interest in our RX-7 model. We are happy to provide you the information you need regarding this vehicle. The new RX-7 has several technological advances in the production and special features of the automobile, more detailed information can be found at the catalogue enclosed. Refer to pages 48 through 52 for particulars on all the available options and our fuel economy statistics. All the technological advances are addressed at page 49 of the already mentioned catalogue. Our advertising campaign started on billboards in 2010 and, in 2011, on magazines such as Motor Lodge and Rolling in Tires. We began advertising in television until 2012 with a 30 second commercial. We would appreciate it if you inform us if the information was useful to you and expect to read your report soon. If you have any other questions you can contact me at (811) 256-9636 from 8:00 A.M. to 6:00 P.M.

Sincerely yours,

Thomas Greenbaum Sales Executive

Marroquin G. Enc.


Refusal Letter There are times when a businessman says “no”. The key however, is to say “no” gracefully. The actual refusal should be stated once and briefly; your reader deserves an explanation of your refusal. The letter should be “open-ended”. P 1 Express appreciation/acknowledge the request P 2 Explain denial; have a valid reason for it. P 3 Promote goodwill; suggest an alternative or other course of action. Dear Mr. McKenzie: Thank you for your recent request for my endorsement of your campaign for United States Senator. I am honored that you believe my name could be of value to you. However, I refrain from public endorsements. In my practice, I treat patients of all political parties, and I strongly believe that it is in their best interest that I maintain a nonpartisan position. Privately, of vouse, I allow myself more leeway. I have always been impressed be your stand on the issues, particularly your support for national gealth insurance. I wish you all the best in your vampaingn and am enclosing a personal contribution of $100. Sincerely yours,


Pacific Growth Properties L.P. 2783 Kimberley Avenue New York, New York 10045

April 8, 2014

Mr. Louis Edwards Rochester Inc. 345 Lucy Street Manhattan, New York 29913

Dear Mr. Edwards: Thank you for your letter dated March 7, in which you request a 25 percent volume discount on the bar-code scanning equipment which you plan to install in your department stores. As a company, we have the policy of only granting a 20 percent discount provided to all our whole sale products. Therefore, I am sorry to inform you that we cannot grant you the 25 percent discount you requested. Since your purchase is particularly large, our company is willing to grant you a 22 percent discount and free installation on the previously mentioned scanning equipment. If you need further information call me at (124) 874-9987.

Yours truly,

Edgar Rochester Sales Representative

Cardona A.


Acknowledgements An acknowledgement is written to receive merchandise, material, money or information. It is a courtesy to let your reader know the package has arrived to its destination. P 1 Express appreciation and acknowledge the package. P 2 Promote and maintain the good will

Dear Mr. Benjamin: Thank you for arranging for us to receive our Christmas card displays a bit early this year. We installed them as soon as they arrived on Monday, and we have been already sold out two lines. The two months between now and Christmas seem destined to be busy ones, and I suspect you will be hearing from us again soon. Best wishes,


221 Baker Street New York, New York 12001 April 10, 2014

Mr. Richard Greenbaum Ford Motor Company 471 Barlett Street San Anselmo, California 94960 Dear Mr. Greenbaum:

Thank you for the response to my letter related to my investigation of your new RX-7 model. The information about the fuel economy statistics and the catalogue on the technological advances was very complete.

With all the information you sent I could complete my project with updated information and found very useful all the details contained in the catalogue. Attached you will find my complete report which I presented yesterday and was also congratulated for the accuracy of the information.

Yours truly, Thomas Jefferson

Enc.


Substitute order When and order cannot be filled at all, a letter suggesting a substitute merchandise is appropriate. The letter must include a sales pitch for the suggested item and it should emphasize the customer’s needs. P 1 Appreciate preference/ acknowledge P 2 inform unavailability and explanation suggest substitute P 3 Conditional

Dear Mrs.Phillips: Thank you for ordering Indea Madhur’s outstanding book, An Introduction to Indian cooking. As you know, in the fifteen years since its first publication, Mr. Madhur’s book has become a classic and a standard for great cooks everywhere. Sadly, An Introduction is no longer in print, and I am returning your check for $15.95. But to satisfy your interest in Indian cuisine, I would like to suggest an alternative, Purnamattie Jaffre’s Indian Gourmet. Ms Jaffre was a student of Mr. Madhur, and her recently published volume has been widely hailed by both food and cookbook critics. If you would like a copy of Indian Gourmet, which costs only $13.95, please let me know, and I will immediately sent it to you. Cordially,


Red Rock Hotel Resort 10th Avenue North New York, New York 12540

April 23, 2014

Ms. Clary Lawson 223 Roland Street Miami, Florida 85596

Dear Ms. Lawson Thank you for your preference in our Red Rock Resort. We are sorry to inform you that all our double rooms are booked on the week you will visit us so we are not able to make a reservation for you. We would like to suggest the option of booking a suite with a discount of 10 percent or two single rooms that are next to each other. Our suites have spectacular views and the room's fee is only $40 more expensive that the double bedrooms with the discount already mentioned. If you would like us to reserve either room contact me at (323) 432-1344 or send a letter to the address above. Yours truly

Gabriela Marroquin Sales Manager

Cardona A.


Follow Up P 1 Mention where the conversation took place. P 2 Provide discussed details (reminder) P 3 Promote Goodwill This letter is to leave written what already was discussed. After a decision or agreement had been made, either at a meeting or in conversation we must establish that this is the correct information. It is to establish a written record of the transaction. Dear Ms. Solars: We are pleased that you will be participating in the Ecology Colloquium sponsored by The Committee to Keep Minnesota Green. As we discussed in our telephone conversation this morning, the Colloquium will take place on June 29 in the convention room at the Blackduck Inn. The Colloquium will begin with the keynote address at 10:30 A.M. At 11:00, you will join our other guests of honor in a debate on the topic, “The Cost of Conservation: Public or Private Responsibilities?� Following the debate, luncheon will be served in the main dining room, where you will, of course, be a guest of the Committee. Along with the other members of the Committee, I am looking forward to our meeting on the 29th. Sincerely yours,


Referral Letter You often receive inquiries that can best be answered by another person. A letter of referral acknowledges receipt of the inquiry and explains why and to whom it is being referred.

Dear Mrs. Simpson: Your request for information regarding marriage counselors in your community can best be answered by the Board of Community Services. I am therefore referring your letter to Mr. Orlando Ortiz at the Whitestone Community Board. He will, I am sure, be in touch with you soon. Yours truly,


National Directotional Board 112 Callum Street Manhattan, New York 12321

April 30, 2014

Ms. Lucy Graham New York City Hall 221 Baker Street New York, New York 23415

Dear Ms. Graham: The information on the filing for an absentee ballot for the upcoming Presidential election can be best provided by the local Board of Election. Therefore, I am referring your letter to Thomas Hiddleston at the New York Presidential Board of Elections. I am certain he will be handing to you the information you need very promptly. Yours truly,

Gabriela Marroquin Board Spokesperson

Cardona A.


Remittances This letter should contain any information regarding your order that is needed for the proper crediting of your account: include your account number, the invoice number and the amount of the check.

Dear Gentlemen and Ladies: The enclosed check for $312.68 is in payment of invoice no. 10463. Please credit my account (no. 663-711-M). Yours truly,


Order acknowledgements It is the confirmation of an order that helps to establish goodwill by reassuring the customer that the order has been received. It welcomes the new customer and encourages further business. All order acknowledgements should include specific information: 1. 2. 3. 4.

Mentioning the date of the order. Including the order or invoice number. Explaining the date and method of shipment. Acknowledging the method of payment

Also, it expresses your appreciation for the order and assures the customer that it will be filled. Dear Mr. North: Thank you for your order of October 22 for 6 rolls of black nylon webbing. We are eager to deliver Order 129 to your store as soon as possible. But first, please let us know whether you’d like the webbing in 1-,2,3-inch widths. If you note your preference on the bottom of this letter and mail it back to us today, we can have your order ready by the beginning of next week. Olsen’s Upholstery products are among the finest made, and we’re sure you’d like to receive your purchase without further delay. Sincerely yours,


Cape Cod Ornaments, Inc. 94 State Road West Yarmouth, Massachusetts 02757

February 15, 2014

Ms. Jessica Smith 250 Commonwealth Avenue Boston, Massachusetts 02118 Dear Ms. Smith: On February 14, we received your letter in which you ordered a Model EPC-18� copper, eagle weather vane with arrow. As requested, we will send it to your home address by parcel post and charge the $34.95 with any applicable sales tax and handling costs to your VISA account (No. 003 00971 A109). Enclosed you will find the invoice for the amount of $37.45 which is the total of the weather vane including applicable sales tax and handling costs. Additionally, you will find a catalogue containing our latest products and sales. We hope to hear from you soon. Sincerely yours,

Lucrecia Ruiz Sales Manager

Rodriguez L. ENC.


Kibote Products, Inc. 200 Southeast Fourth Street Miami, Florida 33131 February 26, 2014

Ms. Ellen Minsky Gold’s Specialty Shops 3636 West Grace Street Tampa, Florida 33607

Dear Ms. Minsky: We have received your order of February 25, and are pleased to have you as a new customer of Kibote Products. Your order (no. 356789, consisting in two dozens of exercise suits, (Style L-29), one vanilla colored and the other chocolate colored, both of assorted sizes. The consignment will be shipped tomorrow and is expected to arrive on February 28. We will charge your account (882GSS) for the amount of $843, including shipment expenses.

Enclosed you will find our March catalogue and the invoice of your order. Our Sales Manager will call you next week so we can know if the order arrived in excellent conditions.

Yours truly, Isis Díaz Shipment Department

Marroquín G. Enc.


Delayed delivery Delayed delivery is caused by the seller and not the buyer. You must explain that the delay is unavoidable and that everything is being done to speed delivery. It should express that you understand the customer’s disappointment and regret the inconvenience. At the same time, the letter must avoid a negative tone. It should stress that the merchandise is worth waiting for. P 1 Acknowledgement/ explanation of the delay P 2 Mention the solution, what are we doing reassuring customer of speed delivery. P 3 Suggest Solution, remind them of benefits of the company, generate goodwill.

Dear Madam or Sir: Requests for our pamphlet, “10 Points to Consider When Buying Home Video Equipment,” have been overwhelming. As a result, we are temporarily out of copies. Nevertheless, the mew printing is presently being prepared, and I gave added your name to the mailing list to receive a copy as soon as it is available. In the meantime, you may find an article by Professor Leonard Mack, of the Pennsylvania Institute of Technology, to be of some help. The article, entitled “The Latest Crop of Home Video Centers,” will appear in the September issue of Consumer Digest. Sincerely,


Partial Shipment The customer is informed through this letter that his order has been back ordered, it should make the attempt of reselling the products pointing at the finer features of the products. P 1 Appreciation and acknowledgement of order mention. P 2 Mention the shipment delivery of the available items and the backordered products. P 3 Explain delayed products and reason for the delay. Resell the product and give an approximated delivery date of arrival.

Dear Ms. Corum: Thank you for your recent order, number 622. We are always especially delighted to serve an old friend. Your six pairs of Chinese Knot earrings (item 15b) and one dozen Primrose pendants (item 8a) have been shipped by United Parcel and should arrive at your boutique within the week. Unfortunately, our stock of cloisonnĂŠ bangle bracelets (item 9d) has been depleted because of a delay I shipments from China. Our craftsmen have been at great mains to keep up with the demand for these intricate and finely wrought bracelets on back order and hope to have them on their way to you before the end of the month. Very truly yours,


Complaint A customer is dissatisfied with goods or services, a complaint letter will inform the company of this problem. You should not be dramatic or lie. The writer of a complaint is offering help to the offending organization, an opportunity to improve its operations. Therefore, the response to a complaint is concerned and courteous, but not defensive. P 1 Background or reason for writing P 2 Details in chronological order. P 3 Suggestion to improvement.


Claim A claim is written to inform the company of the problem and suggest a fair compensation. The purpose of a claim is NOT to express anger; the purpose is to get results. A claim should begin with the facts and all the details should be recounted in a logical order. P 1 Background or reason for writing P 2 Details in chronological order. P 3 Suggested action


Complaint Response The response to a complaint should be courteous bust not defensive and in offers an explanation and suggests remedies that are being followed while extending an apology. P 1 Express appreciation and sympathy P 2 Explain why the problem occurs P 3 Reassure the customer and promote goodwill


Rochester Corp. 315 Wall Street New York, New York 10387

April 29, 2014

Mr. Enrico Cammarata Club Cammarta 2 Merrimack Road Merrimack, New Hampshire 03113 Dear Mr. Cammarata: On the night of June 8, I had reservations for a table for two at 7:00 P.M. at your restaurant Club Cammarata. I was going to meet an out-of-town business associate to close an important deal which I failed to accomplish due to the terrible treatment we received at our restaurant. We arrived in time to the club and we were told our table was not ready and to wait. After several inquiries received with total indifference and rudeness by the maÎtre d’ Lucy Hale, we noticed we had been kept waiting for an hour and fifteen minutes. My associate was offended and outraged which gave a terrible impression of my person and the Rochester Corporation. We were terribly treated and the lack of professionalism was upsetting. I believe your customer service is terribly supervised and would recommend looking into it. Please make sure this situation is not repeated and do make the changes that need to be done. Cordially,

Gabriela Marroquin Editor in Chief

Cardona A.


Club Cammarata 2 Merrimack Road Merrimack, New Hampshire 03113

May 1, 2014

Ms. Gabriela Marroquin Rochester Corporation 315 Wall Street New York, New York 10387

Dear Ms. Marroquin: Thank you for your letter concerning the bad treatment you received at Club Cammarata on June 8. I am deeply sorry for the inconveniences you went through and the collateral damage the situation may have caused. However, let me address and explain the unexpected situation on that date. Club Cammarata received an unexpected large group of Japanese tourists which were scheduled for next week. We could not ask them to leaveso we received them causing the shortage of tables. Concerning the maÎtre d’, Lucy Hale, she was substituting Wendy Lane who was in labor that night, therefore Lucy Hale lacked of experience and did not know how to manage the situation. Nonetheless, you should not have been treated with so little preoffesionalism and I assure you all the changes needed to be done are already executed. I have booked a table for two on June 10 and would appreciate you attending. All your expenses will be on the house. Again I apologize for all the troubles you had to deal with and hope I can see you personally on June 10. Sincerely,

Enrico Cammarata Owner

Cardona A.


Kitchen Korner 47-03 Parkway Drive St. Paul, Minnesota 55143

May 28, 2014

Northridge Cuttery Company 2066 Yellow Circle Minnetonka, Minnesota 55223

Dear Sir or Madam: On October 7 we placed an order for two dozen poultry shears and unfortunately we had not receive the yet. And we want them for the pre-Christmas shopping. Please inform us when the order will arrive since we paid for them the amount of $254. I kindly request, that you grant us a five percent discount on the total, in restitution for this inconvenience. Let me know if you need further information and also if you are willing to grant us the discount. Please make sure we also receive the product in time.

Sincerely yours,

Wendy Och Sales Representative

Cardona A.


Gabriela Alejandra Marroquin Cardona

5to Perito Contador Key:-6-


Commercial Portfolio no 2