PREPARED BY PABIBIGALS

OF BSREM 1-1
Business Letters can be
categorized as:
Asking Letters
Telling Letters
Building Goodwill Letters
ASKING LETTERS
-sent when the writer wants
something like some
information, a reservation, an
appointment, a reference, or
an order of products and
services
TELLING LETTERS
-sales-related in nature
-used for announcement of a
sale, promotion of a
product/service, letter for
record, letter requesting for
adjustment
BUILDING GOODWILL
LETTERS
-writer sends these letters to
make sure that the customers
always have a pleasant image
of the firm
-asks for favors, information, or
compensation for a transaction
that has been unsatisfactory
-Types:
Inquiry Letters Claim Letters
Request Letters
LETTER OF INQUIRY
-Inquiries may be about:
Products manufactured
Service rendered
Person and money matters
STRATEGIES IN LETTER OF
INQUIRY
1. Orientation- reason for the request
or questions the writer seeks to be
answered
2.Information-actual questions
seeking for answers or the request
itself
STRATEGIES IN LETTER OF
INQUIRY

3.Action- the action the writer

would like the reader to take
LETTER OF REQUEST
-the letter of request uses the
same strategy as that of the
letter of inquiry
CLAIM LETTER
-complaint letter
-it is sent when a customers
dissatisfaction with a product,
service, or policy exists.
CLAIM LETTER
-the complainant
communicates with the right
person to get the desired
adjustment
CLAIM LETTER
-Service claims include:
a. delivery mix-ups
b. discourteous staffs
c. unsatisfactory service
d. carelessness
CLAIM LETTER
-Service claims include:
e. electrical or bookkeeping
errors
f. minor inconveniences
relating to violations of policies
STRATEGIES IN WRITING
CLAIM LETTER
1. Orientation- state the reason
for writing the letter
2. Information- tell what is
wrong with the merchandise
/service rendered.
STRATEGIES IN WRITING
CLAIM LETTER
State in positive language the
inconvenience experienced on
account of error
3. Action-indicate what you
would like the manager to do
about the complaint
STRATEGIES IN WRITING
CLAIM LETTER
4. Express belief in the readers
sense of fair play. This serves
as a buffer
ADJUSMENT LETTER
-reply to a complaint (claim letter)
-the best stand of the company
can take is to give the customer
the benefit of the doubt (granting
the customer the desired
adjustment)
CONTENTS OF AN
ADJUSTMENT LETTER
1. Orientation- appreciation for
the customers thoughtfulness
in writing / agreement to the
writers comment as expressed
in the complaint
CONTENTS OF AN ADJUSTMENT
LETTER
2. Information- explanation on the
cause of mistake
3. Action- statement on what is to
be done with the complaint
4. Attempt at keeping the
customers goodwill
LETTER OF APPLICATION
-seeks for a job position
-a sales letter in the sense that
it sells your services to your
prospective employer
A. Cover Letter (Application
Letter itself)
-used in responding to an
advertisement for a vacant
position that needs to be filled.
Writing a Cover Letter
1. Orientation (Opening Paragraph)
-state the position you are applying
-indicate the letter is solicited by
giving the source and the date
when the newspaper appeared
Writing a Cover Letter
1. Orientation (Opening Paragraph)
-If available, cite the name of the
person that gave you suggestions
to apply for that particular position
Writing a Cover Letter
2. Information (Middle Paragraph)
-indicate your qualifications
-highlight your overall education
-mention the job you have handled (if any)
-if you dont have a job experience, mention
that you have the ability to work with people
and that you have a great interest in the field
you are applying.
Writing a Cover Letter
3. Action (Last Paragraph)
-request for action without begging or
commanding
-ask for an interview at a time
convenient for the employer
-suggest contact number to keep in
touch
B. Resume
-second part of the application letter
(enclosure of cover letter)
-summary of information as an applicant
-business firms nowadays require their
applicants a resume because they get
complete impression of the writer more
easily than when reading from a cover
letter
B. Resume (Content)
1. Personal Data- general idea of the
applicant
a. Name, address, telephone/cellphone
number
b. Date of birth, religion, civil status
c. height/weight
d. Job/Career Objective
e. Summary of basic qualifications
B. Resume (Content)
2. Education- should follow personal data
-should begin from the most recent
(reverse chronological)
a. Advanced Schooling and training with
school name, location, date attended,
degree and certificates
b. Major field, pertinent course, academic
honors, special skills, research/reports.
B. Resume (Content)
3. Work Experience- helps the employer
to evaluate the applicant as to work
habits and personality
a. Employers name, address, date of
work
b. Type of work performed
c. Nature of Job (part-time/full time)
B. Resume (Content)
4. Activities, achievements, awards- tells
about applicants personality, ability to
work with others, leadership and EQ.
a. School and community membership,
offices held, publications
b. Achievements, Awards
c. Travel, languages, self support, other
facts
B. Resume (Content)
5. References- can be omitted after indicating
that it can be submitted upon request
-an advantage to list at least 3 references
a. Former employers, former professors or
character references whose names are
respected
b. Title/Position held by the referred person
c. complete business address lephone number,
and e-mail of the referred person
-since goodwill begets goodwill,
business realizes the importance of
sending its clients letters that build
and maintain this intangible assets
- used in expression of thanks,
regret, sympathy, appreciation,
congratulations and invitations
-Goodwill letters are short,
simple, sincere, and timely
-Goodwill letters follow a slightly
different pattern compared to
asking and telling letters.
PATTERNS IN GOODWILL
LETTERS
1. Occasion- event that inspired
the writing of the letter
2. Expression- the message you
wish to convey as inspired by the
occasion
3. Addition- reinforcement of the
desire to promote goodwill.
1. CONGRATULATORY LETTER
-opening a new branch
-receiving a distinguished award
-promotion -scholarship
-family events (graduation,
birth)
2. LETTER OF GRATITUDE/
APPRECIATION
-everyone feels elated when his
efforts are acknowledged therefore,
send letter of gratitude/appreciation
to customers, suppliers, employees
and stockholders
3. LETTER OF INVITATION
Kinds:
a. Dont require persuasion-
news, announcement,
information about significant
events calling for a celebration
3. LETTER OF INVITATION
Kinds:
b. Expressing persuasion-require
the inclusion of SWs (who,
why, where, when, how) and
other details the reader will
need and appreciate
4. LETTER OF SYMPATHY
-those who suffer misfortunes
may be comforted by
messages of sympathy from
business associates and
personal friends
4. LETTER OF SYMPATHY
-death -sickness
-accident -major operation
-loss of material possession
-any misfortune