A Handbook of Commercial Correspondence A Ashley Oxford University PressEm meen oat No aura prteopyng ‘es ena No pa of i aon tec ia Seon tna trey ar fdr oan pemesc ied Umer re Dosa nese ‘runanean te specimen cs ‘samy sey whan congas ‘Sponsor pop scone ‘aban aa hut we se te ‘Slug panera te ear opm pope ates ‘Scien gps 155) rn ge eh oe Soares (Sab fre amin reContents Introduction Structure and presentation Content and style Enquiries Replies and quotations Orders Payment Complaints and adjustments Credit Banking Agents and agencies ‘Transportation and shipping Insurance Electronic correspondence Miscellaneous correspondence In-company communications Personnel appointments Index 13 23 38 51 67 al Ml 133 163 181 219 239 251 259 218 291Introduction ‘Aer ett a, i del wh ‘epresriton snsenot ‘Somer tor Soch tows ‘epi pao {eroactonwih where uta Semen enontne ‘Stor ands o ata sean teecesrsanate 2 Spcimen ier ond spec ‘isco ote wen etors Sym rare om corespsert 4 Retrevo ote tsa emma otnovecauy Feo cecelnes acho a Buninss peopl and secretaries ‘tematve spree, ad 3c 1 ‘urnotpetcormace Shion andres toes pepe iano ican wr rng Serr crc eb Tonsoni trstrene Thee anaetcorn eect Rhentieeciomeehatoes, (esac tconmerea pacice ne‘ewohere iniegecniteand ‘Seiyat opt auton Senos tudes, wheter Enh Sfoslng tame Engen ae ouing ie teecor who ma notes ‘Sar conmera, 88 ‘pouring sec ‘Traopanng unis ue rtedice rcrnsmichaerepeted Provghou, ‘Sulesnvarcacton pleco a ‘Steer ana suoors ely ameect trerlset ne corespencen ana ne (Souneator they ae sosing wn ‘here nre scorns 9 ‘aneacton otomng aug tom rer ‘Soonpation sucess teulcbe ‘rcouraged reer bas provout “The shor questons owing te ‘Secon ter ear “rabrtaniget elanmsee ara ‘eure fe aneocon Pole pys [itecontneraneacton cane aes uty groups nvogottors between Riersandeotesandormancatons Eeyeor he venous organza Sreoinbetanscons shee Theda vow an voesbuary {mary stn ont acho can ‘used tari course es revaon ‘Gaus atonton on tose aes of ‘emer rte ot ermaocgy wih ‘whch Sere re awn mony stents ‘Tis book lows you o work purse engyes ouan oe ‘Shen atget ousness SoS Teas Sateen Soest eee Saree Saoenees Bese eee senior Sperccaianioe Scoomecmticne Eiaemerermes Siecewsmne™ Soe inectenerrrm orn Se Tetponstoense iat stcierestn Soaeeecrenanee Sects Seu Tore aeaaseenee oer Ehsoacmenee rapes Seernnanrese suarepeccerst SesStructure and presentation Layout I (sender's address, dates, insce adress, order of adresses, style and punctuation of addresses, {forthe attention of, salutations, the body of the letter, complimentary clases, signatures) layout 2 (letterheads, references, per pro, company position, enclosures); layout 3 (private and confidential; subject titles, copies); addressing envelopes. 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Rneimerot pecmenyorcaye ‘wich tne cmpany nae ogetree Tavacrbe gues Sector 122 Feterenoes Feleronos are ots cate at ‘potholes (au fel} ana ne responce tro nen ‘eohna Our!otronces may ee sprain ‘urn og aot 7 owcneace St ‘leet and 7th noe he ‘eparmarto ain telat 12 ance Dana Sampson, (rr antlers saclay Mary Raynor Your al (te semay PBL Mine inagig Dear PRS ‘Bletixing copie) Insane crus (app Cenitowe ctor (leap) Bllotencange (ieee) Notena Your et ghenin te Ioceratt ie adn usb Raaronad tented ay rerencen Crone ae See aleo 13.2 Sujets waa Toners nana See Separate as inna soarmanaar Seueerner 128 Encioeuree tine we ary coi foo Drospeeses wnt ste ese ejbereonn oy [Ee orl athe tan tor rch we sort sosarent,13 Layout Treat then shot Suet tle $e p98 SOUNDSONIC Lid. ome 208 eagates) Benes se ‘iar fryror (Ms) ce Mess Pole Jacan i. Salers| rasa an peeseaton Lat This rasomay se wren tne hes ier anamoremporany onthe ‘Somope, reamar wre elo ‘Mone antares le nanos reper Thareae-nany varias othe tase Sentara” Sy Conse Bailie nasnogateen Lae. Subjecties ‘ameter cpen riers wih ‘jocte sro a oe ‘rerun, emer asic sect Int tel pearagh mesa Shlons ne wnertreerion ‘ougrou he ote isnt necessary 0 bogie sujet item Rae Aicaton erst yp 133 Copies (= carson copies rte, ‘Suaiy atte onan ita won ‘epi are arte posto en he ram roc Somme ov mnatwantne ara ‘eaponte know hater pop hve Tocavascoptes nmiseate be (Cbingcaten rps) wren one {Sele eneshs, photo eure. one coy M4 desing eneopes tcennmreranems Sheaoee. Gees, See Mr Pear BREOUA esse. Brownow ane UONTED aoDoae1s Points to remember 1 The yout an pretentatint your Isr areimpoant asthe ge tentorthetrtimpresson Sno lire otenoy 2 Thee we ra le later, eked Talend ath are soci Scat abi aeey is seperate cores 4 fhe sue youse terete 5 Doraeooevatedeies 1 Shows he coc eston and ‘sag wn Dear Svar Dar Sr ‘Bearsantaee Daa Soros, ‘snwih Yur oy Bat you {se apnraona ram nine susan, 7 Nolegroyorsioeroat oe ° lenironalne nection 16 Words to remember Fleeces adress poses etramber Chelmer acres ‘olen feurtey ie ear St Sena Si or Magar Dearie hae Me Se Genioma Stuart orc USevoreey Sonar ocaadse ‘oe Spanpunctston ‘Se mrt of Patan omar Career Seite Bo tor) Erelere (econ) ec rooney) See tanacedan coon is ies Pic poise comeany Leake inca) Monagng Eero) anes onsen (het enueContent and style Length; order and sequence; planning your letter, style and language; clarity; accuracy. ete sete nee raeeaetacrtt ty Eee aire ahs tones 21 Length Suc ctn arom org es cer acesany, ence nl dopens nthe ‘ubjett melon tmay basin bles. og hammigacusorer ers oo, or aut compete 0 Slane hore group neuen Baty wor ie euecon how uc toratony putin ele, {umay gets to een ona Eitodircoroomehioertora, ‘epicated auc .n wn case ‘tein. Yor tian ‘anouope vue cor eoo ao he tog one) Th ging tees ancancrtor Leemremene Seenaia Fesions eee eae Resanticeanes Eee ty Sete ecmreeeraere fcaeerseesae resarpter Ratti Pecan enc Secor nant 212 Teaapre tomers Eamamerecre, Eieeerenne iepeme cree coeeeasons, iin : eect Sencar eee 2. Comentandane ‘Sut We senseae cnganerom ge eran ei {Set pracy turner nn ew nase soon Coremae Wave ecu ma clogs ands ety ‘may oon ce al ‘Sear sma tom mada ong ty a pre nt ‘Seperate ped stovetop rete YO Roache eee empresa we ence ieee senna ance wlth pao SS Pa eeehemer ara fe ‘chap non re enlace ome ar a Ep ad Gilded aetaretecelyocsidareaeornetee ‘Srmedabenteg hon yeuimtenesrasas? Youseacere Dears ‘Thane our oureomury Wetaves wie acsnal wate ‘ostweurcase joonalibe Wovilbesndngacoainose son Yous ay‘Pane oar our enquirer "uo you nate wa tara wd elation twats may we Yoursteronte pp 22-28 an 31-96 mou casiose wha ne ‘Nakao ute ant you are cesing it? Ae anpaoe 27 sie ce ean erwin cee Aayouare probate, au predicate iy guaneed nd Bick cu weenie repost {ahr any her noma ou reg, plas conse Mesnin ebok onan ths nyu Yourssncrey 23 Eventacamiequetssentne (Spemsiertemsthatwosesees? Feminine buen emg econ wh uperr oec ‘rdorme arate mwa ‘ders pce tem ‘ioenave dae Trey B68 rola nwa har tobe icomaeae aac 213 “Te ightengtn re tar ater uta ‘Seoz%erthe panties aus ‘ig Caer tee Somerineraars snenmcaete neem Siromearcs Hevea ai, eeeearaa a Secreta, secemtaneereca sageetirvaee enema poeta Seaton ae ia2.2 Order and sequence ‘Aawel es coming he ight amount ‘lntematon you woe chou eoe 221 csr ay ite ata Te aera cers 2 Comeatondale Ware inoresetin our scuny sears, We wlth low ‘Assinsaocin ofoars DMS (Whcleles) Li. enone yout {ameter andchowed wacom. They meeps wi he ‘Seam apon ou uta hem sears yous nya wear Saaz wichita i ‘itn can pores ebary saan 98 ‘Sseue I rmgtantae How og wot eal stot wold ete at ‘eparnan Cols yocsnndan taper ae 28 youcanoler compete picssnd nage He wa pst our oneness oy on eee ‘We mold bee dain cots swe wold appecise comin eptear ‘Wows can cto see andar ekg eran ein sairsy ‘pace Yn eur cis ‘Weed anton which woud iw compte Fromosn apace od opt on a spac [edt hee Sood ourcunngse appt se "However fone of our tepesnis cout cme sgn on, ho woud pe bah og sme evn and deals te olabiesere Ine let Your stem ou mainte and faucet, Peon ely sna eat we oll ten oak adecion Yours serl 222 ‘tear sequence loser ine ne Sons ard omason Seintpeaiows 2.3 Fann youroter Tempera iSoetneernera wereeerccse Eeevrcmereaaar Boece mareeoan, See Zone, Horr examples plane he loseewa't 3 “ekrowede orcuty arapa stcoecaaog.e, poet sip aw tern wate sutsble‘or ‘hes ada oars ‘smpare orca tar cortct23.1 Fei paragraph “hott seen crporoyraph ot Isrisan mperit onesie oats Sele Seaton ar SEES Ree regenera Seon eee Eee cen Eee, fener veers tna Bement Ropenmans Sevens. Sverre mee 232 sc one careers eeeeenaes phemereree. Soeeerueste Seo samara, faeeerenseriare 2 contenant pole are mace leary alan a ea sequen. 233 Fn paragraph \Whencloan heater yousoud ‘hein pono rng youre sates et Creag ge ig Sooner ee eer een ae Seeeceeecee ae racemose Eaten ‘egeihewsngndet te peauraorenenmaets ianeecc” eororemenme isco, Biorahaers tae Sareea,neg losctnowndge reoiptt or eer ihe ht onecon whore ang ar sou ch wands Sheenaatine ae aoepour pice apo We wer unable eet {rd tbe aden damn oho or aor nde ‘Eumeresnare ftom act wmch were be eared. He eee au coe ‘Sine cotne db ate wee ah or oho pat Jey pement Jepecireoto yr tert Sars ooo epee ot ting hac ancoe ba to De ‘your ousandn bacss ro or ent or coon Sl andacp soi any Deseo ‘ge aeny writen yo conering your ustanng dato ‘Stuclewred mination date 24 Style and language 241 Simply Conran oressoncnce oon ‘foram an asonea pompous EyleclCrpian hen compete ‘Romessage en pvosina oer hoes ot undentana Infor 2 ne wr sng to dois expan why [eolyod para haccout, a Gecnueat ese. so (og mwieamniowne sated Hotes verson othe ota. [iran wea saretewint ecsase eens, comers Say aurea 242 ‘courtesy Yoursyeshousnet,noneve be 20 ‘Sishntemcomes acuracue Foret anceanoet alate Pas on and mpitht sounds» Inthe verion ole same esr, ate thavmiste cove hare cast mrate more poe compen Rotonces, racy coprcons. ‘anette Se etsera pase ‘Se Ran acs tom orn 243 idioms and colloquia anguoge Nisinporantoty ogee ra tne bnyouretar mares et ora ‘ptoeng yousrausam ors aurs {Pecoorand (inte a eet Psfanl na eos -Alecar may be given tbe wong ae, ‘aves alnapsopra ‘mo; apo es, ‘2 conten ande Bere Infriotepreves et set on 1 ber fc ou west ‘ube be balan 91 wh arbeen cdngoe Jay Ar yostae sloped tothe ter Youle cise me ‘luce do tis aed amor ouster dae ose he 2.5 Clarity Your caresponnt mst eal to ranean youve tion Stes ough tected So and tere arumber of wasin 281 ‘Soy quck awa nay ioeed ‘Soecaloneangin carsie arreragnaesneraionly Sider boar Swear joven IRatyou comeepondon wun hhatano means orrowet ator? Sore ntenatorl ogarzatons 0. DengSsteh ben btn oat Se EEC european Economie emt an UNO (ring Natons ‘Seonmzaion,Natons panasio, 22.051 Conesratn orion Induce na TUE res nen2 cement ot ele Congress ae even es hoy be oan oy hein ome ores (Shore us rk youre at oe conan Patan etic ite tetera as2 au epeuegeeerenatom sesuvameree a se sore oeamoe Roncumecme anemone, Senne seer Face ae Sema reer min sera ates, See ett Serco a onan eager Scieeeesaras ena iiersaemeas er sess 283 Propeations Speci care sou akon when ‘ha repcstere Tris eb a _ateronce beeen Te pce nas bean ‘peeaesie £1850 Trapee paren roseor eos C1300." 2.6 ‘Accuracy ‘SSesimeression on yout tao. Spang penne, ed graroat ‘Stolcato choked cry out ‘Raves come neways imich ‘aceuracymaysplyur mer, agi ‘nn nae anne iiemearemees Seen Sormeracoree Saeco. ey Praise temtee are memes, Sigeemanremueae Bieemomeses Sources ein Sone aemsuaet Eom Soe tacanee? eee Eger 262 non repng lett, make sre ovate erences accu. Yourtonesocnsrwiintbepetses{ig rctimodtly clear wich tr youarerepat. 263 Pes, messurement to. Spulacare must taken whan ‘heir pcos or ging spetenons ‘ichat mess wos ee ‘Seoraagieg pcan atercan 264 Aways check natyounave actualy loan ‘areal Pe otter ‘Stlcelnaet PHI, wen sonny ‘overnite ian ise mana Secyathare alan src 22 Points to remember " Wrmaon yout uber 2 Banyoriteroecr yous wagiomane suet ays renting you warto 5) asaya 23 Useaaipe tl paesvect 1 Yoleteceraudoe cer ana nemo Take ce wih Siedios mctres '5 sezrsey'e mporat Py specal tensonta tes nares te ‘eteceos reoraree, pees ord ‘Secteabons ence. 2.8 Words to remember longi Seerara sequence Sens Siren teuresy a ‘tow arguage ‘Soveazors| ‘orpch ‘bimvocuceoraset ‘Backnowedge arene ‘Saraw anendonoseting ‘Soomtaursonating (emarw apart (Grestss eo (Bonsore catalog ‘Sonoorgs me conact ‘Seoroa serEnquiries ‘Methods of enquiry; asking for catalogues, price-lists, prospectuses; asking for details, asking for samples, ‘patterns, demonstrations; suggesting terms, methods of payment, discounts; asking for goods on approval or on sale or return; asking for an estimate or tender. Ra peer Methodsotenmuity Hietmcetrt = acess obege th aeaton (Goer ote)neeensin a ste) ouractleos ea, ro eoesesseerems igmeamannee ae en tomtanonaers aoe could yousend me detache refngerates ‘nee ting: how wel you trem our SEminmincss Sern corre ‘ear aboas nth ype fot ovare enung bates Se ra arg ‘Sule sass pusher tom ‘noch ebootwousenet32 Whiting letters of enquiry 321 peng Totyour super what sont tom you Srey based ncurch Seocaire Vine on otne man peacoat snaveralcnercain Germany, ad ‘reat imar oe ear Sakoyoememrancad ys, eaters Aenean mPa Jing taavoms Caves iWerchatariers ewer sci by Soe Marco Cemovanottianiatyouwere swstdn spots Tres Emeassyn Masia vs tyouworetonngtoran ego Spam ororesorou posal toute her eerences: ‘Wo woe mpresscoy ne soeconot pardenng lt werecipayeo So ‘Enenornosin fiona Our assocnes nthe pacsagrg ‘ety speak nigh aly! 2a ‘asa machine ae we oo 4 Enguties ave maroon abo nam Coadyeusordus 322 ‘Asking for catalogues, press, ‘rospecuces ‘isratnecossartogheotet Inematon abou youre wan asking fereasogues weonres bots, Coavsyoupeaseserayoucunere ‘sraegve ano pce tir esmoten ‘Sores? Wo apart mresed 6 Ttaurecpay sands ‘ocr orhatoaysto Greece ane Groote angus oes? (Grimes taore mono! Semsar® ‘eu aprecte ousendng mean \piodgprestatieryourbutana Snaon net aurm ana wae @ espocetoanrcolege ungime ‘ota ana oe a ape ‘mor nconputng iumert nase’ ape and wos ‘Sipe cents Pease sonar ary (hele Fr ne aaron tes ana Tony Gone Mesa ‘ru Seapayon Tony cacan23s Lee werniee pet evans srwmeresa ees Soomcnaete Eaiomenne Eee ecmmmts Serene plea imei mronteret Sie Se. ‘eee sate ‘ib arering ne aves 0 tata unease a Foy ‘oyoa an emaacury Reese ttpo tices ston Could you pleat ge meee ‘ntmanorapacteoree St az wnen ‘Botonotyou summer popes? ‘he Unveraty Conmuncotore Syston! Thonmaveoenangenoareer 324 ‘Asking sampes. pate, ‘Youmahe nario scewneta mate ot ‘sm ots ke beta pcg an cre. 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