LETTER: ADJUSTMENT

 

A.    ADJUSTMENT LETTER

An adjustment letter is written to solve the complaint notified by the second party. An adjustment letter is essential as it can rebuild the broken trust and enhance the customers' faith in the second party. Adjustment letters must be written promptly. If it takes time to find

the solution even then, acknowledgment of the complaint must be done immediately but with patience. We should take utmost care while writing adjustment letters. It must-

1.    Aim at the goodwill of the customer.

2.    Be devoid of any argument and rudeness.

3.    Understand the part of customer.

4.    Express the regret for any inconvenience or trouble. Even if it is committed by knowingly or unknowingly by their staff.

5.    Include the reason of the mistake, if complaint is justified.

6.    Have courteous tone.

7.    assure to the customer that the similar mistake will not recur in future.

8.    must accept the responsibility if complaint is justified.

If a complaint from the customer is unjustified & unreasonable, it should be brought to the notice of the customer in a polite manner.

 

LETTER: QUOTATION

 

QUOTATION LETTER (REPLIES TO ENQUIRY LETTER)

The letter which is written in response to an inquiry letter must -

1.    Be attended promptly.

2.    Give thanks to the enquirer at the beginning of the message.

3.    Give brief, clear & complete description of the goods asked for.

4.  Offer trial demonstrations at a suitable place for inquirer, if needed (in case of an electronic ot technical equipment).

5.    Include a price list or catalogue with the letter.

6.  Mention other identical charges like freight, carriage, packing, insurance, mode of payment etc.

7.    Mention the rates of cash discount & trade discount on purchases or offer, if any on early payment.

8.    Have an appeal the enquirer to place orders by emphasizing the competitive prices & terms of transaction.

9.    If he offers credit facility, he must mention terms of credit & time of Payment.

 

LETTER: COMPLAINT

 

A.    COMPLAINT LETTER

In a business, there are ample chances of misunderstanding and unintentional mistakes. To make your grievances listen you write complaint letters and you also demand the claim of your loss. There may be several reasons for complaints-

1.    Supply of unsatisfactory & of inferior quality goods.

2.    Wrong supply of goods.

3.    Defective packing or goods are in damaged condition.

4.    Delay in execution of order.

5.    Variation in the quantity of the goods.

6.    Mismatched of the terms and conditions.

7.    Difference in price list.

While drafting complaints or claim letters, we should be very precise and clear about our complaints. Complaint letter must-

1.    Have an expression of regret over the need to file complaint.

2.    Address the dealing person.

3.    Be written immediately after discovering mistake.

4.    be fair, temperate and polite. Try to find solution so anger, threats and lack of patience should be avoided.

5.    be clear, specific, factual & firm.

6.    Have reference of enquiry, quotation, and order letter.

7.    Explain the nature & extent of inconvenience or damages caused by mistake.

8.    make a firm but polite request to the supplier to attend the matter promptly & inquire it.

9.    Give possible suggestions to correct the issue.

 

LETTER: ORDER

 

A.    ORDER LETTER

 

Order letter must be written very carefully as the whole business depends on order and supply chain. Hence, it must include:

1.    Thank to the supplier for his quotations, especially when supplier offers special terms & discounts.

2.    All essential details of the goods like exact trade name of goods, quality, size, shape, color, design, style, mode, price of goods with reference to catalogue & price list provided by supplier.

3.    The exact quality desired for each item in words as well as figures to avoid confusion.

4.    Special instruction regarding packing and mention mode of transport i.e. goods are dispatched by rail, road and/or water transport etc.

5.    Special instructions about the insurance of goods, if required.

6.    Specific the time & place of delivery.

7.    Assurance about after sales services, if needed.

8.    The terms related to the manner of payment e.g. Draft, Cheque and Bill of exchange etc.

9.    The writer must be careful while drafting order letter, because it has legal significance & can be produced as legal evidence, if any dispute is arisen in future.

 

 

 

B.    EXECUTION OF ORDER:

 

Execution of an order letter is a letter of acknowledgment. While drafting the execution of the order letter we must-

 

1.    -thank to the party for his order.

2.    send specifications regarding the dispatch of goods ordered and date of the consignment dispatched.

3.    attach a copy of invoice to letter.

4.    mention the mode of dispatch like post parcel, rail, road, ship or air etc.

5.    mention about enclosures of receipt such as lorry receipt, railway receipt, bill of loading etc.

6.    assure the buyer about the super quality of the goods.

7.    request to the party for payment as per the terms agreed between them through previous correspondence.

8.    adopt pleasant & personal tone throughout the letter & express your readiness to serve the buyer in all possible ways in future.

 

C.    DECLINING THE ORDER:

 

Sometimes, it happens that due to some unavoidable circumstances, the seller does not find himself in a position to execute the order, and he declines the order. There may be several reasons-

1.     low prize demand by the buyer.

2.    High demand of discount.

3.     Demand of less quantity.

4.    Availability of less quantity.

5.    Disagreement between sell and buyer

6.      Credibility of buyer is suspected.

7.     Difficulties like strike, lockout, breakdown or shortage of raw material etc.

 

While drafting the cancellation of the order letter we must be careful as in the future the same buyer may come with another business opportunity. A declined letter must-:

 

1.     Give thanks to the buyer for his order.

2.    Express regret for inability to meet buyer’s requirement.

3.     Give an alternative (similar product).

4.    State politely the reason for refusing order.

5.    Draw the attention of the buyer about the low quote or high discount etc , if the problem is related to prize.

6.      Express hope for the opportunity to serve the buyer another time.

 

LETTER: INQUIRY

 INQUIRY LETTER

When we want to purchase any product or service, we enquire about it. The letter written to ask about a product or service is called an inquiry letter. While writing Enquiry letters we should know that an inquiry letter must include:

1.    Needs of writer.

2.    Courteously request to the seller to quote his pries & other terms for business.

3.    Rough estimate of quantity of goods.

4.    If possible, sample of the goods.

5.    Specific period of time, by which the goods ought to be supplied.

6.    Trial demonstration of how to handle the item, if required.

7.    The state the credit, discount facilities offered by him and state the terms of payment.

8.    Guarantee & expected life of the product, if required.

9.    Request to supplier to quote the lowest rates.

 

LETTER: SALES

SALES LETTER

There are different ways to attract customers towards our goods & services. Like an advertisement on T.V., radio, newspaper, etc. but in some situations, correspondence is more useful, because it directly contacts the prospective customer. Sales letters are written to contact prospective customers directly.

Sales letters are unsolicited letters. These are written by suppliers or manufacturers of goods, to inform and introduce the customers to their product or service which will come to the market.  The effectiveness of such letters depends on the writer's ability to use language suited to his purpose and to influence the recipient, his thinking, his taste & behavior. Therefore, sales letters should be persuasive. 

Sales letters are written, especially, to the targeted customers or to the direct consumers. A company, institution, outlet, shop, or dealer writes these letters directly to their customers to promote their new line of products or services. The writer also highlights that the customer is precious to them and in addition to that he also mentions some special discounts or benefits if a particular offer or product is availed. 

Examples: 

Write a sales letter to the Young Club for promoting a new line of products in sports. Invent details by yourself.

ANS: (BLOCK FORMAT)