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Giselle Santa Cruz 5th. ACC.


Index Pictionary Requested Letters, Introduction Inquiries Example 1 Example 2 Example 3 Example 4 Orders Example 1 Example 2 Replies, Introduction Acknowledgments Order acknowledgments Example 1 Example 2 Delayed Delivery Example Partial shipment Example 1 Example 2

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PICTIONARY UNIT 1 WORD Applicable

DEFINITION Relevant. (adj.)

EXAMPLE The new law is applicable for all the citizens.

Closure

State of being concluded. (n.)

The closure of the Hotel Princess affected the travelers who were planning to stay there.

Discount

Reduction from the regular price. (n.)

My mother gets a 20% discount in Payless because she works there since last year.

Fiscal

Financial. (adj.)

Our fiscal year ends in October.

Motivate

Move to action. (v.)

The supervisor motivates his employees by giving a prize to the best seller of the month.

1

PICTURE


Potential

Possible. (adj.)

Develop your potential to succeed in your professional and personal life.

Recipient

One who receives. (n.)

In a letter we need to have the address of the recipient.

Weather Vane

A device for showing wind direction. (n.)

Yesterday our teacher explained us how to interpret a weather vane.

Dispatch

A message. (n.)

The secretary sent a dispatch to the Finance department yesterday.

Divulge

To reveal or disclose. (v.)

Do not divulge what happens in the office.

Salvage

To save from destruction. (v.)

My supervisor salvages the documents that are in the desk.

2 1


Savvy

Insight, understanding. (n.)

Technology savvy is important for the development of a company.

Superfluous

Extra, more than necessary. (adj.)

The information about our customers is superfluous data.

Unsolicited

Unrequested. (adj.)

Unsolicited emailed applications will not be accepted.

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Request Letters A request letter must be:  Specific  Brief  Reasonable

The information must be:  Accurate  Complete

Most important, a request letter must be:  Corteous  Easy to answer

4


Inquiries More than anything else, an inquiry must be easy to answer. It offers the reader no immediate reward or advantage. Answering this letter maybe will build goodwill toward the business. Also motivate the customer to respond.

1. Reason for writing 2. Details (specific) 3. Action Expected

5


Houston Production Company 8th Wallaby Street Miami, Florida 89876

January 21, 2014

Maximum Appliances, Inc. 78 Golden Avenue Miami, Florida 89988 ATTENTION: MRS. MANUELA VASQUEZ Gentlemen and Ladies: I have decided to purchase three microwave ovens for our employee cafeteria. Therefore, I would appreciate it if you could send me information about two options which you consider more appropriate for needs Our cafeteria is visited daily from Monday to Saturday by approximately 530 employees. Ten cafeteria staff members are responsible of serving and heating three meals per day. Since they will be used often I would like to purchase an energy-saving model. Please send me the information before February 10th, the suggested models must include a five-year warranty, be ready for immediate purchase and have a price range of $150-225. Please let me know if you need further information. Sincerely yours,

Giselle Santa Cruz Manager Rojas R.

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4022 Ninth Avenue Phoenix, Arizona 10055 January 22, 2014 Pets R Us, Inc. 2297 Front Street Phoenix, Arizona

99065

Dear Sir or Madam: I´m very interested in purchasing a dog for giving it as a present in Valentine´s day. I would appreciate if you can send me a catalogue with pictures and information of the dogs that would suit my needs. My house is not so big and I don´t have a huge garden. I would like to buy a lovely and playful dog for my mom. I want a female no bigger than two months of age and it has to have all the necessary vaccines. Please send me the information before February 6. The suggested pet must have a price range of $100-150. Please let me know if you need further information. Sincerely yours,

Giselle Santa Cruz

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HARRISBURG CIVIC ASSOCIATION 529 Eaton Avenue Harrisburg, Pennsylvania 18115

February 4, 2014 Ms. Margaret Belmont Harrisburg City Hall 527 Eaton Avenue Harrisburg, Pennsylvania

18115

Dear Ms. Belmont: As the program chairperson of our association I am in charge of inviting a speaker for our monthly meeting. I have noticed that you are excellent giving talks about topics related to the state. We will greatly appreciate if you can attend a future meeting of the association with a topic of general interest. The meetings are held the second Wednesday of every month at 7.30 P.M. in the basement meeting room of the community center. Meetings are attended by approximately 75 community-minded people. Let me know if you have any question. I am certainly sure my colleagues will find your talk extremely interesting. I will send you a copy of the pictures we will be taking the day you can come. Sincerely yours,

Giselle Santa Cruz Program chairperson Rosa L.

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Am-Lux Company, Inc. 529 Eaton Avenue Bethlehem, Pennsylvania 18115

January 29, 2014

Ms. Louisa Sanchez High Commission 705 Tenth Avenue New York, New York 1077 Dear Ms. Sanchez I recently read an article written by you entitled “From Lead to Deal: Ten OverLooked Steps to Closure” in High Commission magazine. I believe it would be useful for the salespeople in my department. I would like to request your permission to make 25 copies of your article for circulation only within our company. I am certain that my staff will be highly motivated to apply all your knowledge presented in the article. I have been reading all your financial articles and we are planning to purchase your magazine on a regular basis because we consider it very useful. Sincerely yours

Giselle Santa Cruz Sales Supervisor López L.

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Orders The letter must include complete, accurate information because incomplete orders result in delayed deliveries. It should include: name of the item, item´s number, quantity, description, unit price, applicable discounts, applicable sales tax, total price, method of payment, desired delivery date, method of shipment, delivery address and authorized signature.

1. Reason for writing 2. Details (specific) 3. Payment delivery issues

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Fenway’s Toy Store 1704 North Broadway Richmond, Virginia 23261

February 5, 2014 Marco Toy Company Inc. 223 Sunrise Highway Glen Cove, New York 11566 Dear Sir or Madam: I would like to order the following merchandise for our pre-Christmas selling season. Quantity 24 12 36

Item Description Baby Jenny Dolls Baby Jenny Layette jets 18 inch Tootsie Wootsie Teddy Bears

Unit Price $10 $15 $7

Total Price $240 180 252 $672

I would like to purchase these products on account (no. 4321-8) and have them shipped by air express to the address above. I would appreciate it if you could send us special Christmas displays for this merchandise. Sincerely yours,

Giselle Santa Cruz Assistant buyer

Rojas S.

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250 Commonwealth Avenue Boston, Massachusetts 02118 February 11, 2014

Rikely, Inc. 4022 Ninth Avenue New York, New York

10055

Dear Sir or Madam:

Yesterday I saw your Rikely catalogue of collection 01/2014 and I am interested in ordering the following merchandise:

Quantity

Description

2

Pink Leather Boots

2

Blue Sandals

1 2

Code

Size

Page

Unit Price

Total Price

029-114

36

74

$369.00

$738.00

142.8-114

37

78

$ 40.25

80.50

Pink Baby Shoes

434-114

22

83

$199.00

199.00

Spain Caps

647-114

One size

121

$ 99.00

198.00 $1215.50

I would like to have this products shipped by air express to the address above and purchase them on the account no. 1215 465 445-2. Please, let me know if you need further information.

Sincerely yours,

Giselle Santa Cruz

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Replies A reply is often a good sales opportunity. Specific and complete. It also must be prompt.

Many types of replies:         

Acknowledgments Follow-ups Confirmations Remittances Order acknowledgments Stopgap letters Inquiry replies Referrals Refusals

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Acknowledgments It should be written when you receive merchandise, material, money, or information. Let the reader know his communication has reached its destination.

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Order Acknowledgments It helps to establish goodwill by reassuring the customer that the order has been received. Welcomes the new customer and encourages further business.

1. 2. 3. 4.

Mention the date of the order. Include the order or invoice number. Explain the date and method of shipment. Acknowledging the method of payment.

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

February 15, 2014 Ms. Jessica Smith 250 Commonwealth Avenue Boston, Massachusetts 02118 Dear Ms. Smith: On February 14, we received your letter in which you ordered a Model EPC-18� copper, eagle weather vane with arrow. As requested, we will send it to your home address by parcel post and charge the $34.95 with any applicable sales tax and handling costs to your VISA account (No. 003 00971 A109). Enclosed you will find the invoice for the amount of $37.45 which is the total of the weather vane including applicable sales tax and handling costs. Additionally, you will find a catalogue containing our latest products and sales. We hope to hear from you soon. Sincerely yours,

Giselle Santa Cruz Sales Manager

Rodriguez L.

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KINBOTE PRODUCTS, INC. 200 Southeast Street Miami, Florida 33131

February 26, 2014 Ms. Ellen Minsky Gold’s Specialty Shops 3636 West Grace Street Tampa, Florida 33607 Dear Ms. Minsky: We have received your order of February 24, and we would like to welcome you as a new customer for Kinbote Products. Your order (No. 1343) for two dozen exercise suits (Style L-29) in the size and colors you previously solicited will be send by air express as you requested. Expected to arrive in Florida in March 7. You may contact the freight forwarder, AGEXPORT (234-344-4367), for further details. We will charge $840 with any applicable sales tax and handling costs to your account (no. 882-GSS). We enclose a catalogue with our new products. We hope to hear from you soon. Sincerely yours,

Maria Palomo Sales Manager

Esteves L. Enc.

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Delayed Delivery The customer deserves an explanation. You have to understand the customer´s disappointment and regret the inconvenience so must avoid a negative tone.

1. Acknowledgment explanation of delay. 2. Solution mentioned. Reassure the customer of speed delivery. 3. Suggested Solution 4. Generate goodwill and mention benefits of your product.

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LAWSEN LINEN COMPANY P.O. Box 762 Bloomfield, New Jersey 07003

March 5, 2014

Mrs. Marianne Rollins 444 Ross Avenue Cardwell, New Jersey

07006

Dear Mrs. Rollins: We appreciate your order of February 27 for one set of Floral Mist queen-size sheets and pillowcases. We are eager to deliver your order as soon as possible. However we are sorry to inform you that due to a factory strike all orders have been held up. Nevertheless we are dealing with these problems and we are negotiating with our employees. As you may know our products have high quality and durability. We have available our Colorful Garden queen-size sheets and pillow cases for immediate shipment upon your request.

Sincerely yours,

Rosa L贸pez Sales Manager

G贸mez J.

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Partial Shipment It must inform that certain items have been back ordered. It should also ,make an attempt to “resell”.

1. Appreciation + acknowledgment of order. 2. Mentioning shipment/delivery of available items + back ordered products. 3. Explain delayed products, reason “resell” the product approximately delivery.

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KINBOTE PRODUCTS, INC. 200 Southeast Street Miami, Florida 33131

February 26, 2014 Ms. Ellen Minsky Gold’s Specialty Shops 3636 West Grace Street Tampa, Florida 33607 Dear Ms. Minsky:

Thank you for being interested in our products. Your recent order no. 431 of two dozen exercise body suits in vanilla and chocolate colors (style: L-29) has been registered. Your assortment of body suits in petite, small and medium size will be immediately sent to the address above. However we are sorry to inform you that due to a factory strike the vanilla and chocolate suits in large size will be sent within the week. You may expect delivery on Friday, March 14. We appreciate your preference for our products and your loyalty. We want to give you a 10 percent discount in your next purchase. Let me know if you need further information. Sincerely yours,

Giselle Santa Cruz Sales Manager

Esteves L.

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Laico Products, Inc. 43 Green Street Miami, Florida 45382

March 6, 2014

Mr. John Smith Beauty Depot, Inc. 444 Ross Avenue Miami, Florida 63782 Dear Mr. Smith: We appreciate your interest in our products. Your order no. 437 consisting of 37 Revlon Lipsticks (code 43851) and 12 Loreal beauty sets (code 332-1) has been registered. As requested, we will be sending the 37 Revlon lipsticks immediately to the address above. However, due to a transportation problem with our supplier the 12 Loreal beauty sets will be sent within the week. You may expect delivery on Wednesday, March 12. We will include three samples of our new Dove hydrating body cream with your lipsticks. Thank you for your preference. Please contact me if you need further information. Sincerely yours,

Miley Cyrus Sales Manager

Monroy D.

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Commercial Giselle Santa Cruz