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Commercial Sandra Rosales 5 Bilingual Key: 8


Pictionary ----------------------------------------------------------------------------------

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Presentation of Letters ------------------------------------------------------------------

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Summary ---------------------------------------------------------------------------------

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Acknowledgment Letter -------------------------------------------------------------------

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Example ----------------------------------------------------------------------------------

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Follow-ups ------------------------------------------------------------------------------------

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Example ---------------------------------------------------------------------------------

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Confirmations ----------------------------------------------------------------------------

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Example ------------------------------------------------------------------------------

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Remittances -------------------------------------------------------------------------------

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Replies -------------------------------------------------------------------------------------

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Order Acknowledgments ---------------------------------------------------------------

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Example --------------------------------------------------------------------------------

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Delay Delivery ----------------------------------------------------------------------------

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Example -------------------------------------------------------------------------------

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Partial Shipment -------------------------------------------------------------------------

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Example -------------------------------------------------------------------------------

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Substitute ----------------------------------------------------------------------------------

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Example -------------------------------------------------------------------------------

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Stopgap Letters -------------------------------------------------------------------------

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Example -------------------------------------------------------------------------------

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Inquiry Replies ----------------------------------------------------------------------------------

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Example -------------------------------------------------------------------------------

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Referrals ----------------------------------------------------------------------------------

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Example ------------------------------------------------------------------------------Refusals -----------------------------------------------------------------------------------

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Example -------------------------------------------------------------------------------

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Complaints --------------------------------------------------------------------------------

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Example -------------------------------------------------------------------------------

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Claims --------------------------------------------------------------------------------------

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Example -------------------------------------------------------------------------------

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Adjustment ----------------------------------------------------------------------------------

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Example -------------------------------------------------------------------------------

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DISPATCH A message

DIVULGE To reveal or disclose

SUPERFLUOUS SAVVY

Extra, more tan necessary

Insight, understanding

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UNSOLICITED Unrequested

DOMESTIC TERMINAL Fly into the same country

LUNCH DATE Business meeting

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BUSINESS

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Replies

• Good sales opportunity • Should be specific and complete • Must be helpful and sales oriented

Order Acknowledements

• Welcomes the new customer • Encourages further business

Inquiry Replies

• Indicates interest in your company. • Inspire to action • Increase interest.

• Helps to establish goodwill

• Must be prompt

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ACKNOWLEDGMENTS

*Should be written when you receive:    

Merchandise Money Material Information

*Letting your reader know that his communication has reached its destination *When the matter receives was not an order, an acknowledgment can also serve as a thank-you *Such a letter is a courtesy

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693 Pelham Parkway Bronx, New York June 12, 2012

E X A M P L E

Mrs. Sara Smith Maxime Sportswear Manufacturing, Co., Inc. 842 Seventh Avenue New York, New York 10018 Dear Mrs. Smith: Thank you for responding to my inquiry. I did not know that your company only distributed to retail stores. Since I am planning to open a gym in my neighborhood, I had hoped to find more accessible prices to offer my clients. Therefore, I had inquired about your factory prices. I appreciate the list of dealers you enclosed in your letter mentioning the stores in Bronx and Manhattan that offer discounts; it has been very helpful. Sincerely yours,

Sharon Klein

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FOLLOW-UPS

*After

a decision or agreement has been made, either at a meeting or in conversation, it is a good idea to send this type of letter.

*Establish a written record of the transaction.

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THE COMMITTEE TO KEEP MINNESOTA GREEN 24 North Main Street Blackduck, Minnesota 56630

E X A M P L E

Mrs. Christine Solars Maxime Sportswear Manufacturing, Co., Inc. 842 Seventh Avenue Walker, Minnesota 10018 Dear Mrs. 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?� Along with the other members of the Committee, I am looking forward to our meeting on the 29th. Sincerely yours,

Sharon Klein Manager

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CONFIRMATIONS

*Written to a specific individual *Confirmations are frequently made by telephone, but a letter form also effectively transmits:  Clear  Correct  Complete information

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Fulson Contractors, Inc.

E X A M P L E

4444 Western Avenue Boulder, Colorado 80301

March 28, 2013

Mr. Justin Michaels 622 Garth Street Boulder, Colorado

80321

Dear Mr. Michaels: This letter will confirm your luncheon engagement with Mrs. Nancy Carson at Trattoria di Marco located at the corner of Tenth Street and Western Avenue on April 7 at 1 P.M. As requested, Mrs. Carson will be presenting you with the set of architectural work done for corporations and pictures to illustrate the various construction products and methods available. If you need further information or requests please contact me at 555-9989. Sincerely yours,

Sandra Rosales Assistant Manager

Paredes, L.

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REMITTANCES

*Should contain any information regarding your order that is needed for the proper crediting of your account *Explain what your enclosed check is for. *DO NOT include extra information. *Include:  Account number  Invoice number  Amount of check

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E X A M P L E

THE BARCLAY 5500 South 96th Street Omaha, Nebraska 68127

April 15, 2014

622 Garth Street Boulder, Colorado

80321

Dear Gentlemen and Ladies: The enclosed check for $312.68 is in payment of invoice no. 10463. Please credit my account no. 556845-M

Sincerely yours,

Sandra Rosales

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ORDER ACKNOWLEDGMENTS

*Welcomes the new customer *Encourages further business *Helps to establish goodwill *Should contain specific information:    

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

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AVIANCA, S. A. 11 Avenue 27-13, Zone 4 01004 Guatemala

March 19, 2014

E X A M P L E

BELCORP 9ÂŞ. Avenue 30-7, Zone 8 01008 Guatemala Dear Ladies and Gentlemen: Thank you for your order of 30 hand-crafted greeting cards from our Christmas 2007 collection. The order will be shipped within three working days. We would also like to inform you that we offer free delivery on orders over $150, so feel free to browse our catalog (link here), and if you would like to take advantage of this significant saving, please contact me directly. Euphoria Cards has been providing beautiful hand-crafted greeting cards nationwide for over 11 years. With over 100,000 customers to date, we are the No.1 art card supplier. Thanks for shopping with Euphoria.

Sincerely yours, Sandra Rosales Sales Manager

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DELAY DELIVERY

*Is caused by the seller, not the buyer. *When an order cannot be filled promptly, the customer deserves an explanation. *It should express that you understand the customer´s disappointment and regret the inconvenience. *The letter must avoid a negative tone.

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

March 5, 2014

E X A M P L E

Marianne Rollins 444 Ross Avenue Caldwell, New Jersey 07006 Madam Marianne Rollins: Requests for our set of Floral Mist queen-size sheets and pillowcases have been held up as a result of a factory strike. Nevertheless, we assure that negotiations are progressing and a settlement is expected soon, and I added your name to the mailing list to receive the set as soon as it is possible. I recommend you to waiting for the order because we have quality and durability products. In the meantime, you may find another type of sets like Floral Mist queen sheets and pillowcases. Sincerely yours, Sandra Rosales Sales Apartment

Callejas L. 17


PARTIAL SHIPMENT

* When a partial shipment can be made, the customer must be informed that certain items have been back ordered. *The letter should assume the customer’s willingness to wait. *It should also make an attempt to “resell” the merchandise.

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LAICO PRODUCT 34 Green Street Miami, Florida 45382

March 6, 2014

E X A M P L E

Mr. John Smith 2500 North Fruitridge Terre Haute, Indiana 47811 Dear Mr. Smith: Thank you for your order No. 43-7 dated March 3. We have always appreciating having you as costumer and hope we can continue to provide you our products in the future. Your 37 Revlon lipsticks code 43-51 have been shipped by air express and should arrive at your cellar at the middle of the week, approximately on Wednesday 12 during the morning. We were unable to fill your order Loreal supplier of beauty sets code 332-1, due to a transportation problem. The product will be shipped in two weeks when beauty sets are available for shipment at your boutique.

Sincerely yours,

Sandra Rosales Sales Manager 19


SUBSTITUTE

* When a partial shipment can be made, the customer must be informed that certain items have been back ordered. *The letter should assume the customer’s willingness to wait. *It should also make an attempt to “resell” the merchandise.

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London`s Hotel 325 Bedford Little Rock Kansas, Kansas

April 23, 2014

E X A M P L E

Ms. Alice Lawson 444 Ross Avenue Caldwell, Kansas 07006

Dear Ms. Lawson: We appreciate your preference for our hotel services. Unfortunately, we are booked up for the week of August 22. Sadly, The National Word Processors Association will be holding their convention and we have to reserve as many rooms as possible for members of the association at our hotel. If you can´t change the date of your trip, you could go to The Country General Hotel at Route 9 Crosby Avenue in which you can reserve the double room with bath or a room you feel comfortable.

Sincerely yours,

Sandra Rosales Manager

Callejas L. 21


STOPGAP LETTERS

* Informs your customer that you need time to process the request. *It will be responded as soon as possible. *Can be helpful if your immediate supervisor is out of town. *You can assure that the letter will be given to your employer as soon as he returns. * NOT to commit you employer to any action.

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London`s Hotel 325 Bedford Little Rock Kansas, Kansas

E X A M P L E

April 23, 2014

Ms. Alice Lawson 444 Ross Avenue Caldwell, Kansas 07006

Dear Ms. Lawson: We appreciate your preference for our hotel services. Unfortunately, we are booked up for the week of August 22. Sadly, The National Word Processors Association will be holding their convention and we have to reserve as many rooms as possible for members of the association at our hotel. If you can´t change the date of your trip, you could go to The Country General Hotel at Route 9 Crosby Avenue in which you can reserve the double room with bath or a room you feel comfortable.

Sincerely yours,

Sandra Rosales Manager

Callejas L. 23


INQUIRY REPLIES

* Indicates interest in your company. *Should increase interest. *Inspire the inquirer to action. *P1: Thanking the reader. *P2: Acknowledging the interest in your company. *P3: Any by offering further assistance * You CANNOT provide all the relevant data right away, you should promise to send it later.

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1951 Benson Street Bronx, New York 10461 April 3, 2014

E X A M P L E

Mr. Erick Schwartz 4022 Ninth Avenue Smithville, Ohio 10055

Dear Mr. Schwartz:

Thank you for your interest on our new car RX-7. We are happy to supply you with the information you requested.

Our car is designed to run 70km. per gallon of super-fuel. We will send you a brochure with all the technological advances this car have. In the magazine AutoSport, you can find our advertising campaign, and on it, the available options it has.

We hope your classmates find interesting this information, and we appreciate that you are going to send us a copy of your report. Moreover, if you need further information, don’t doubt on asking us.

Sincerely yours,

Sandra Rosales Manager

Letona X. 25

Callejas L.


REFUSALS

* There are many times when a businessperson must say “NO”. *Be careful, saying “yes” to one person often means saying “no” to another. *Say “no” gracefully. *Should be as positive as you can make it. *Your reader deserves an explanation of your refusal *Your reason should be based on facts * You should be careful to keep your letter “open-ended”.

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1951 Benson Street Bronx, New York 10461 April 3, 2014

E X A M P L E

Mr. Erick Schwartz 4022 Ninth Avenue Smithville, Ohio 10055 Dear Mr. Schwartz: Thank you for your recent requested for my endorsement of your campaign for United States Senator. I am honored that you believe my name could be of value to you. My professional policy, however, is to 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 course, I allow myself more leeway. I have always been impressed by your stand on the issues, particularly your support for national health insurance. I wish you all the best in our campaign and am enclosing a personal contribution of $100. Sincerely yours,

Sandra Rosales Manager

Callejas L.

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REFERRALS

* Inquiries that can best are answered by another person. *Acknowledges receipt of the inquiry. *Explains why and to whom it is being referred. *May find more efficient to tell the correspondent exactly where and to whom he should write.

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HORIZON TECHNOLOGIES 325 Bedford Highway Nashua, NH 03051

E X A M P L E

April 3, 2014

Mr. James Smith PACIFIC GROWTH PROPERTIES L. P. 2785 Kimberley Melbourne, Australia Dear Mr. Smith:

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 White-stone Community Board. He will, I am sure, be in touch with you soon.

Sincerely yours,

Sandra Rosales Representative

Callejas L.

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COMPLAINTS

*Offer suggests remedies and should extend an apology.

* Dissatisfied with goods or services. *Will inform the company of the problem. *Does not necessarily call for action or compensation from the company. *Offering help to the offending organization, an opportunity to improve its operations. *Should be concerned and courteous, but not defensive

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Mahoney and Millman, Inc. 1951 Benson Street Bronx, New York 10465

E X A M P L E

April 30, 2014

Mr. Enrico Cammarata Club Cammarata, 2 Merrimack Road Merrimack, New Hampshire 03113

Dear Mr. Cammarata: On April 26, I made a dinner reservation at your prestigious restaurant that was for 7 P.M. to carter a business clientele. My guest and I arrived promptly but our table was not ready yet and we were kept waiting during one hour and fifteen minutes. Additionally, intermittent inquiries were received by the maitre d’ with rude indifference. Consequently, my guest became extremely annoyed with the restaurant as well as with me. I hope this problem to be solved so the next customers you receive can have a better treat and a better service.

Sincerely yours, Sandra Rosales Manager

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CLAIM

*Dissatisfied with goods or services. * Deals can cause errors. *Need restitution. *Most common causes of claims are:    

An incorrect bill, invoice, or statement Delivery of unordered merchandise Delivery of incorrect merchandise A bill for merchandise ordered but never received

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811 Regent Street 1951 Benson Street Bronx, New York 10465 April 30, 2014

E X A M P L E

Mr. Enrico Cammarata Club Cammarata, 2 Merrimack Road Merrimack, New Hampshire 03113

Dear Mr. Cammarata: I have just received the November statement on my charge account No. 46465648. The statement lists a purchase for $83.95, including tax, which I am sure I did not make. This purchase was supposedly made in Department 08 on November 21. But because I was out of town the week of the tenth and no one else authorized to use my account, I am sure the charge is in error. I have checked all the other items on the statement against my sales receipts, and they all seem to be correct. I am therefore deducting the $83.95 from the balance on the statement and sending you a check for $155.75. I would appreciate you looking into this matter so that my account may be cleared.

Sincerely yours, Sandra Rosales

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ADJUSTMENTS

*Should be answered promptly. * Restore the customer´s goodwill and confidence in the company. *Emphasizes the solution rather than the error. *Convince the customer that you understand and want to be fair. * Three fair solutions is possible:  The requested adjustment is granted.  A compromise adjustment is proposed.  Any adjustment is denied.

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GLEASON´S DEPARTMENT STORE 22997 Front Street Phoenix, Arizona 99065 April 18, 2014

E X A M P L E

Ms. Rosetta Falco 811 Regent Street Phoenix, Arizona 9904

Dear Ms. Falco: As you mentioned in your letter of April 16, you were indeed billed for a purchase you had not made. According to our records, you should not have been charged the $83.95, and the sum has been stricken from your account. Thank you for bringing this matter to our attention. We hope you have not been inconvenienced and will visit Gleason´s soon so that we may again have the pleasure of serving you. I would appreciate you looking into this matter so that my account may be cleared.

Sincerely yours, Sandra Rosales

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It freely admits error and may include an explanation of what went wrong. Resells the company, perhaps by suggesting future business

Fair adjustment:  Responsibility for the problem  Reliability of the customer  Nature But the ultimate settlement must always be within the bounds of company policy.

You must say “no” but try to reestablish your customer´s goodwill.

GRANTING AN ADJUSTMENT

Neither the company nor the customer is entirely at fault. Based on facts and offers a reason for refusing the requested adjustment.

OFFERING A COMPROMISE ADJUSTMENT

Effective conclusion often suggests an option that the customer could take. REFUSING AN ADJUSTMENT 36



Commercial II