Philip Stokes 2009

http://philipstokesel.blogspot.com

HOW TO WRITE

BUSINESS LETTERS
IN ENGLISH

PHILIP STOKES
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 Philip Stokes 2009

http://philipstokesel.blogspot.com

1.1 Read letters A and B and answer the questions:

Dear Sir or Madam I am writing in connection with the Brainiak X-plus computer I bought from your shop last week. Unfortunately, when I got the computer home there was no mouse or keyboard in the box. I telephoned your store immediately and was told to make a complaint in writing and to enclose a copy of my receipt. I look forward to hearing from you as soon as possible. Yours faithfully

Jack Smith

1.1a Match the underlined expressions from A to the following meanings and functions:

i. .. means to send with ii. means concerning or about iii is used to show that you want a reply iv............. is used to close the letter v... is used when you do not know the recipients name

 Philip Stokes 2009

http://philipstokesel.blogspot.com

B
Dear Mr Smith Thank you for your letter of 14 February concerning the computer you bought from our shop. Please accept my apologies for the missing components. I would like to assure you that we make every effort to ensure this sort of thing does not occur. I am sending you a replacement mouse and keyboard this morning. I also enclose with this letter a 10% discount coupon which can be redeemed against your next purchase at our store. Please accept my apologies once again. Yours sincerely

Ms Amanda Howard

1.1b Match the underlined expressions from B to the following meanings and functions: vi... means about or in connection with vii... means exchanged or cashed in viii... is used when you know the recipients name ix ... is used to convince somebody of your sincerity x.. is used to close a letter when you know the recipients name

Assure / Ensure
To assure means to promise that... I can assure you that it is true! To ensure means to make certain... We ensure all our staff are well trained by sending them on a 6-week training course.

 Philip Stokes 2009

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1.2 Opening a Letter: When writing to a company use When writing to a man use e.g. Dear Mr Brown When writing to a married woman use e.g. Dear Mrs Lee For an unmarried woman use e.g. Dear Miss Croft If you are not sure whether a woman is married or not use e.g. Dear Ms Taylor Dear Sir or Madam Dear Mr (+surname)

Dear Mrs (+surname)

Dear Miss (+surname)

Dear Ms (+surname)

In informal letters, where you know the recipient quite well, you may open with their first name: e.g. Dear John

! Never open a letter with Mr, Mrs or Ms and a persons first name e.g. Dear Mr John

1.2a Closing a Letter: When you open with Dear Sir or Madam When you open with Dear Mr/Mrs/Ms When you open with Dear (first name) close with Regards close with Your sincerely close with Yours faithfully

 Philip Stokes 2009

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1.2b Complete the gaps with a correct opening or closing:

Opening Dear Mrs Steele Dear . Dear Sir or Madam .Mr Greene Dear Ms Woodes

Closing . Regards .

1.3 Beginning the message: I am writing in connection with when this is the first letter between you and the recipient Further to my telephone call on [+date] Further to my previous letter of/dated [+date] Further to my email of [+date] when you have already contacted the recipient about the matter

Thank you for your letter of [+date] concerning With reference to your letter of [+ date] when you are replying to a message from the recipient

1.3a Ending the message: I look forward to hearing from you when you want or expect a reply If I can be of any further help, please do not hesitate to contact me. when you do not want or expect a reply, but are willing to help if necessary

 Philip Stokes 2009

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1.3b Complete the gaps with an expression from above (make up dates where necessary):

i. Dear Mr Brown ...this morning in which you asked us to send you a replacement battery, I would be grateful if you could send us further details about the make and model of your mobile phone.

Yours .

Alan Bell

ii. Dear the poor flight I experienced from Singapore to Hong Kong. The flight was very uncomfortable and the food was awful. I expect a full refund on my ticket.

..

Yours faithfully

John Moho

 Philip Stokes 2009

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iii. Dear Mr Moho

your experience flying from Singapore to Hong Kong. As your travel agent we are not in a position to offer compensation. However, we suggest you contact the airline directly.

...

Yours sincerely

Melissa Turvy (Ms)

Refund / Compensation A refund is the return of money paid for goods or services that were not up to standard. A refund can be part or full either some or all of the money you paid. Compensation is money, services or goods given to you by a company when you have suffered from using their products or services. Compensation can be less than, equivalent to or more than the price you paid, depending on how much you suffered.

 Philip Stokes 2009

http://philipstokesel.blogspot.com

1.4 On Christmas Eve, you bought a brand new Sulfa Diamond Swiss Watch, costing 999 from a branch of All About Watches in Bright Citys Stella Plaza. Now you find that the watch does not keep accurate time it loses almost ten minutes a day.

Complete the letter below complaining to All About Watches. Before you start, review the language and structures you have learned in 1.1 to 1.3, and think about what you want the shop to do. What would be reasonable in a situation like this?

All About Watches Unit 12 Stella Plaza Bright City BC1 4QR
2

4
6

23 The Glades 2 Bright City BC3 9RS Tel: 05-319-7564 T

2 January ______

_ Dear _________________

___________________________________________________________________ ___________________________________________________.

Unfortunately, ______________________________________________________ _________________________________________________________________ _________________________________________________________________

I must insist, therefore, that _________________________________________. __________________________________________________________. ___________________

Jay Fox

 Philip Stokes 2009

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1.4a Letter Formatting Look again at the letter 1.4. Which items below can be matched with a number? Recipients address Senders address Recipients telephone number Senders telephone number ____ Recipients name ____ Senders name ____ Senders signature _____ _____ _____

____ Date the letter was written _____

Notice that: the recipients address goes on the left side of the letter, and is a little lower down the page than the senders address, which goes on the right side and closer to the top. we do not include the recipients telephone number in the recipients address. This is because the telephone number is not necessary in order to deliver the letter to the correct place we do not include the senders name above the senders address. Instead, it should appear at the bottom, printed clearly, after the senders signature. the senders signature MUST include a surname.

IMPORTANT - the recipients address can often be used by your computers software to produce envelopes or labels. Therefore, the recipients address in your letter should appear exactly as you want it to appear on the envelope or package. You should include all the information you have that will help to deliver the letter efficiently. If you know the name of the person that you are writing to, their job title, position and/or company name, all this information should be included in the recipients address.

 Philip Stokes 2009

http://philipstokesel.blogspot.com

1.4b Paragraph Functions: Look at the paragraphs in your letter on page 4. Notice that each paragraph has a different function. The message has four paragraphs, starting with I am writing in connection with

Draw lines to match the functions with the paragraph:

First Paragraph Second Paragraph Third Paragraph Fourth Paragraph

making the complaint making a demand asking for a reply stating the topic

A letter of complaint will usually follow this pattern. Additional paragraphs could be included to give more details about the problem, or to make the complaint stronger (see 1.11).

Notice the key expressions:

Unfortunately, I must insist,

(used when you want to complain) (used when you want to make a demand)

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 Philip Stokes 2009

http://philipstokesel.blogspot.com

1.5 You are now ready to write your first FULL letter. On a separate piece of paper, write a letter of complaint using the details that follow. Use the letter on page 4 as a guide, and be sure to include all the necessary addresses, dates, and proper opening and closing.

You ordered 5 DVD movies from an online retailer, FilmClipz, to the value of 99.99. You gave them your credit card details and were told shipping would take three to five days. It is now ten days since you placed your order, but no DVDs have arrived. You have emailed FilmClipz twice, but you have received no reply. This morning you checked with your bank and found that your credit card was billed for 99.99 on the same day that you placed the order.

From the website you learn the Customer Services Manager is a woman named Claire Troy. Write to her to complain. Think about what you want FilmClipz to do, and include that information in your letter.

Here are the addresses you will need to write the letter. Use todays date.

The company address is: FilmClipz, Cheapside, Golden City, GL7 9EX

You live at: 35 Pleasant Crescent, Niceton, Bright City, BC7 5AD

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 Philip Stokes 2009

http://philipstokesel.blogspot.com

1.6 Responding to Customer Complaints: Read again Jay Foxs letter from 1.4. Now study the reply below:
Dear Mr Fox With reference to your letter of 2 January concerning the problems with your new Sulfa Diamond Swiss watch. I would like to apologise for the problems you have experienced. All the watches we sell have the highest reputation for accuracy and reliability. Consequently, we take this kind of complaint very seriously. We have contacted the manufacturer on your behalf. They assure us that because of the sophisticated electronic technology used in the watch, the problem you report cannot be a result of a fault in the watch itself. Therefore, I am unable to offer you the refund requested in your letter. However, the source of the problem is almost certainly the battery, and I am delighted to inform you that we will replace this free of charge. Please bring the watch into our shop at your convenience. The replacement procedure will only take a few minutes. Once again, please accept my apologies, and we look forward to your continued custom. Yours sincerely

1.6a Match the underlined expressions from 1.6 to the following meanings and functions:

i...means anytime you like ii...means about or concerning iii...means we hope you will do business with us again in the future iv...is used to say that you are sorry v...is used to say what you can do vi...is used to say what you cannot do vii...is used to repeat an apology

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