šTOC \o "1-3" Content......................................................................................... GOTOBUTTON _Toc383788157š šPAGEREF _Toc383788157 1
ANNOTATION.................................................................................. GOTOBUTTON _Toc383788158š šPAGEREF _Toc383788158 2
INTRODUCTION............................................................................. GOTOBUTTON _Toc383788159š šPAGEREF _Toc383788159 3
BUSINESS LETTERS THROUGHT LEXICS................................ GOTOBUTTON _Toc383788160š šPAGEREF _Toc383788160 7
A sampling of contract phrases...................................... GOTOBUTTON _Toc383788161š šPAGEREF _Toc383788161 7
Foreign esoteric words..................................................... GOTOBUTTON _Toc383788162š šPAGEREF _Toc383788162 16
Some words against passive............................................. GOTOBUTTON _Toc383788163š šPAGEREF _Toc383788163 16
EXAMINING ENGLISH BUSINESS LETTERS.......................... GOTOBUTTON _Toc383788164š šPAGEREF _Toc383788164 17
Example 1.................................................................................... GOTOBUTTON _Toc383788165š šPAGEREF _Toc383788165 18
Example2..................................................................................... GOTOBUTTON _Toc383788166š šPAGEREF _Toc383788166 20
Example 3.................................................................................... GOTOBUTTON _Toc383788167š šPAGEREF _Toc383788167 22
Example 4.................................................................................... GOTOBUTTON _Toc383788168š šPAGEREF _Toc383788168 24
Example 5.................................................................................... GOTOBUTTON _Toc383788169š šPAGEREF _Toc383788169 25
Example 6.................................................................................... GOTOBUTTON _Toc383788170š šPAGEREF _Toc383788170 27
CONCLUSION................................................................................ GOTOBUTTON _Toc383788171š šPAGEREF _Toc383788171 29
BIBLIOGRAPHY............................................................................ GOTOBUTTON _Toc383788172š šPAGEREF _Toc383788172 30
The subject matter of the course paper is the role of lexics and semantics in the case of business letter correspondence. The question of the history of official communication, the main stages of business transactions, the role of person's feeling for the proper use of phrases as well as his knowledge of grammar are highlighted. Moreover, those phrases which are more often used in business letters are examined from the point of view of their appropriateness in different situations. The practical part contains several examples of business letters; the occasions on which they were written and some of their characteristics are observed.
Letter writing - is an essential part of communication,š an intimate partšš ofšš experience.šš Eachš letter-writerš hasš a characteristic way of writing,š his style of writing,š his way of expressingš thoughts,š facts,š etc.š butš itš mustš be emphasised that the routine of the officialš orš semi-official business lettersš requiresš certainš accepted idioms,š phrases, patterns, and grammar which are foundš inš generalš useš today. Therefore certainš skillsš mustš be acquired by practice,š and details of writing must be carefully and thoroughly learnt.
A cheque,š a contract or any other business paper sent by mail should always be accompanied by a letter. The letter says what isš beingš sentš so that the recipient should know exactly what you intended to send.š It is a typical businessš letterš which some peopleš call "routine".š The letter may be short or long, it may contain some very importantš andš muchš lessš important information -š everyš letterš requiresš carefulš planningš and thoughtful writing.
In recentš yearsš English has become a universal business language. As such,š it is potentially an instrumentš ofš order and clarity.š Butš wordsš and phrases have unexpected ways of creating binding commitments.
Letter-writing, certainly,š isš notš theš same as casual conversation, itš bearsš onlyš theš sameš powerš ofš thoughts, reflections, and observations as in conversational talk,š but the form may be quite different.š Whatš makesš theš letterš so attractive andš pleasingš isš notš alwaysš theš massage ofš the letter, it is often the manner and style in whichš theš massage is written.
E.g.: "I wish to express to you myš sincereš appreciation for your note of congratulation."
ššššššššššššššššššššššššššššššššššššššš or
š"I amš
sincerely happy that you were elected President of Biological Society."
As youš seeš suchš formulationsš show the attitude of the writer, his respect and sincerity.
The language of business,š professional and semi-official letters is formal,š courteous,š tactful, concise, expressive, and to the point. A neatly arranged letter will certainly make a better impression on the reader, thus good letters make good business partners.
In the case of "scientific correspondence" the majority of letters bearšš mostlyš aš semi-officialš characterš andš are concerned with different situations associated with scientific activities concentratedš around the organisation of scientific meetings (congresses,šš symposia,šš workshops,šš etc.),ššš the arrangement of visit, invitation, publication, the exchange of scientific literature,š information, etc. Letters of this kind have ašš toneš ofš friendliness,š naturalism.š Modernš English letters should not be exaggerated,š overburdened, outmoded with time-worn expressions.š Theš keyš noteš is simplicity.š Modern letters tend towards using the language of conversational style.
Writing isšš notšš onlyš aš meansš ofš communicationš and contract, but also a record of affairs,š information,š events, etc. Soš itš isš necessary to feel the spirit and trend of the style in order to write a perfect letter.
Business-letter orš contractš law is a complex and vastly documented subject,š only a lawyerš canš dealš withš itš onš a serious level.š A number of basic principles,š however, can be outlined sufficiently to mark of encounters thatš requireš the use of specialised English.
Doing business meansš workingš outš agreements withš other people, sometimes throughš elaborateš contractsš and sometimes through nothing but littlešš standardššš forms, through exchanges of letters and conversations at lunch.
Nowadays more and more agreements areš madeš inš English, for Englishš isš theš nearestš thingš weš haveš to a universal business language.š Joint ventures,š bank loans, and trademark licenses frequentlyš areš spelledš outš inš this language evenš though it is not native to at leastš oneš ofš theš contracting parties.
As a beginning I am goingš toš lookš atš theš subjectš of writing of businessš lettersš generally.š Inš theš main there are three stages transactions involving business contracts: first, negotiation ofš terms,š second,š drafting documents reflecting these terms,š and third,š litigation to enforceš orš toš avoid executing of these terms. To my mind, a fourth might be added, the administration of contracts.
I amš going to look through the first two since the third and the fourth are related only to the field of law. A typical first stage of contract is two or more people having drink and talking about future dealing.š A second phase might be letters written in order to work out an agreement.
In these two early stages itš willš beš helpfulš toš know something about rules of contract.š But what rules?š Different nations borrow or create different legal systems, and even within a single country the rules may vary according to region or the kind of transaction involved.
It is worth knowing that the distinctions in legal system of England are mainly historical.
The historyš ofš writingš business letters is undoubtedly connected with the history of development ofš legalš language. English is in fact a latecomer as a legal language.š Even after the Normanš Conquestš courtš pleadingsš inš Englandš wereš in French, and before that lawyers used Latin.š Perhaps,š some of our difficulties ariseš dueš toš theš factš thatš Englishš was unacceptable in its childhood.
Contract inš Englishš suggestšš Anglo-Americanšš contract rules. Theš mainš pointš is always to be aware that there are differences: the way they may beš resolved usuallyš isš a problem for lawyers.š With contracts the applicable law may be the law of the place where the contract is made; in other cases it may be the law of the place where the contract is to be performed. It is specified in preliminary negotiationsš whichš systemš of law is to apply.
Diversity is characteristic feature of English; here is a wide range of alternatives toš chooseš fromš in saying things,š although the conciseness is sometimes lacking.š Consequently,š theš useš ofš English isš aš creativeš challenge. Almostš too many riches are available foršš selection,šš thatšš leadsšš occasionallyššš to masterpieces but more frequently to mistakes.š English is less refined in its distinctions than French,š for example, and this makes it harder to be clear.
That does not mean that English isš impreciseš forš all things are relative.š If we compare English with Japanese,š we will seeš thatš theš latterš possessesš enormousšš degreešš of politeness tošš reflectš theš respectivenessš ofš speakerš and listener as well as of addresser and addressee.
Here Iš cannot help mentioning the fact that as contracts are so unclear in what every side intends toš do,š aš contract can sometimes put a company out of business.
Thus everybody who is involved in anyš kindš ofš business should studyšš thoroughlyšš theš complexš scienceš ofš writing business letters and contracts.
From the lexicological point of view isolatedš wordsš and phrases meanš very little.š In context they mean a great deal, and in the special context ofš contractualš undertakingsš they mean everything.š Contractš Englishš isš a prose organised according to plan.
And itš includes,š without limitation,š the right but not the obligation to select words from a wide varietyš ofš verbal implements and write clearly, accurately, and/or with style.
Two phases of writing contracts exist:š in theš first, we react toš proposed contracts drafted by somebody else,š and in the second,š which presents greater challenge,š we composeš our own.
A good contract reads like a classic story.š It narrates, in orderly sequence,š that one part should do this and another should do that,š and perhapsš ifš certainš eventsš occur,š the outcome will be changed. All of the rate cards charts, and other reference material ought to be ticked off oneš after another according to the sense of it. Tables and figures, code words and mystical references areš almostš insultingš unlessš organised andšš defined.š Withoutš organisationš theyš baffle, without definition they entrap.
In strong stance one can send back the offending document and request a substitute document inš comprehensibleš English. Otherwise a series of questions may be put by letter,š and the replies often will have contractual force if theš documentš is later contested.
My observations about English so far have been general in nature. Now it appearsš logicalš toš examineš theš examplesš of favourite contractš phrases,š whichš will help ease the way to fuller examination of entire negotiations and contracts. a full glossary is beyond reach but in what follows there is a listing of words and phrases that turn up inš greatš manyš documents, with comments on each one. The words and phrases are presented in plausible contract sequence, not alphabetically.
"Whereas" Everyman's idea of how a contract begins.š Some lawyers dislike "Whereas" and use recitation clauses so marked to distinguish them from the text in theš contract.š Thereš the real issue lies;š one must be careful about mixing up recitals of history with what is actually being agreed on. For example,š it would be folly to write: "Whereas A admits owing B $10,000..." because theš admissionš mayš laterš hauntš one,š especially if drafts are never signed and the debt be disputed.š Rather less damaging would be:
"Whereas theš parties have engagedšš inšš ašš seriesšš ofš transactionsšš resultingš inšš disputeš overš accountingš between them..."
On the whole "Whereas" is acceptable, but what follows it needs particular care.
"It is understood and agreed" On the one hand, it usually adds nothing, because every clause in the contract is "understood and agreed" or it would not be written into it.š On theš otherš hand, what it adds is an implication that other clauses are not backed up by this phrase: by including the one you exclude the other. 'It is understood and agreed' ought to be banished.
"Hereinafter" Aš decentš enough little word doing the job of six ("Referred to later in thisš document").š "Hereinafter" frequently setsš up abbreviated names for the contract parties.
For example:
"Knightsbridge Internationalš Drapes and Fishmonger,š Ltdš (hereinafter "Knightsbridge").
"Including Without Limitation" It is useful and atš times essential phrase.š Earlierš I've noted that mentioning certain things may exclude others by implication. Thus,
"You mayš assignš your exclusive British and Commonwealth rights"
suggests that you may not assign other rights assuming you have any. Such pitfalls may be avoided by phrasing such as:
"You mayš assignš anyš andš allš yourš rightsš including without limitation your exclusiveš Britishšš and Commonwealth rights".
But why specify any rights if all of themš areš included? Psychology isš theš mainš reason;š people want specific things underscored inšš thešš contracts,šš andšš "Includingšš Without Limitation" indulges this prediction.
"Assignees andš Licensees"š Theseš areš importantš words which acceptability depends on one's point of view
"Knightsbridge, its assignees and licensees..."
suggests that Knightsbridge may hand you over to somebody else after contracts are signed.š If you yourself happen to be Knightsbridge, youš will want that particular right and should use the phrase.
"Without Prejudice" It is a classic. The British use this phrase all by itself,š leaving the reader intrigued.š "Without Prejudice" toš whatš exactly?š Americansš spellš itš outš more elaborately, butš ifš youš stickš toš Americanš way,š remember "Including Without Limitation",š or you mayš accidentally exclude something by implication.š Legal rights,š for example, are not the same thing as remedies the lawš offersš toš enforceš them. Thus the American might write:
"Without prejudice to any of my existing or future rights or remedies..."
And this leads to another phrase.
"And/or" Itš is an essential barbarism.š In the preceding example I've used the disjunctive "rights orš remedies".š This is not always good enough, and one may run into trouble with
"Knightsbridge or Tefal or either of them shall..."
What about both together?š "Knightsbridge and Tefal", perhaps, followed by "or either".š Occasionally the alternatives becomeš overwhelming, thusšš and/oršš isšš convenientšš andš generallyš accepted, although more detail is better.
"Shall" If one saysš "Knightsbridgeš and/orš Tefalš shall have..." oršš "willšš have...",š legallyš itš shouldš makeš no difference in the case you are consent in usingš oneš orš the other. "Shall",š however,š is stronger than "will". Going from one to another might suggest that one obligationš isš stronger somehow thanš another.š Perhaps,š one's position may determine the choice. "You shall", however is bad form.
"Understanding" It isš aš dangerousš word.š Ifš youš mean agreement youš oughtš toš sayš so.š Ifš youš viewš ofš affairs that there is no agreement,š "understanding" as a noun suggests the opposite or comes close to it.š .it stands,š in fact, as a monument to unsatisfactory compromise.š Theš softness ofš the word conjuresš upš pleasingš images.š "Inš accordance with our understanding..." can be interpreted in a number of ways.
"Effect" Hereš isš ašš littlešš wordšš whichšš usesšš are insufficiently praised.ššš Suchšš ašš phrasešš asšš "Wešš will produce..."š is inaccurate,šš becausešš theš workšš willššš be subcontracted andšš theš promise-makerš technicallyš defaults. Somebody else does the producing. Why not say "We will produce or cause to be produced..."?š This is in fact often said,š but it jars the ear.š Accordingly "Weš willš effectš production..." highlights the point with greater skill.
"Idea" This word is bad for your ownš sideš butš helpful against others.š Ideas as such are not generally protectedš by law. If youš submitš somethingš toš aš company with any hope of reward you must find better phrasing than "my idea".š Perhaps, "my format"š orš possiblyš "myš property" is more appropriate. Naturally, if youš canš developš anš ideaš intoš aš formatš or protectable property,š theš moreš ambitiousš phrasingš will be better justified.
"As between us" It is useful,š because people areš always forgetting oršš neglectingšš toš mentionš thatš aš greatš many interests mayš beš involvedš inš whatš appearsš toš beš simple dialogue. "I reserve control over..." and "You have the final power of decision over..." sound likeš divisionš ofš something into spheres,š butš frequentlyš "I" am in turn controlled by my investors and "You" - by a foreign parent company,š making the language of division inaccurate. Neither of us really controls anything, at least ultimately.
Thusš itš willš beš usefulš to say, "As between us, I control..." and so on.
"Spanning" Timeš periodsš areš awkwardš things: "...forš a period commencing August,1 andš expiringš November,15..."š is clumsy; "...fromš August,1 to November,15..." is skeletal when informing how long a contract obligation endures.
Butš duringš particular timeš periodsš oneš may be reporting for work,š for example, three days out of every five, or doing something else that is within but not completely parallel to the entire time period involved.
A happy solution is the word "Spanning". It goes this way:
"Throughout the period spanning August,1 - November,15 inclusive you will render servicesš asš ašš consultant three days out of every five."
It willš beš useful to put "inclusive" at the end for without it you may lose the date, concluding the period being spanned.
"Negotiate in Good Faith"š Theš negotiatorsš haveš worked until late at night,š all points but one have been worked out, the contract will never be signed without resolutionš ofš some particular impasse.š What is there to do?
Agree to "Negotiate in Good Faith" on the disputed point atš laterš time. Thisš is done frequently,š butš make no mistake about the outcome. The open point remains open. If it happens to beš vitalš youš may have noš contract at all.š "Negotiate in Good Faith" is one of those evasions that must be used sparingly. At the right time it prevents collapse, at the wrong time it promotes it.
"Confirm" It suggests, of course, that something has been agreed upon before. You are writing now only to make a record of it. "I write to confirm that you admitš substantialš defaultš in delivery" Frequently we encounter it in ordinary correspondence: "Confirming your order", "Confirming the main points of our agreement", and so on.
"Furnish" It is a handy word whichš usefulnessš liesš in the avoidanceš of worse alternatives. Suppose you transact to deliver a variety of elements asš a package.
"Deliver"š leaves out, evenš thoughš itš mayš wellš be implied,š the preliminary purchase or engagement of these elements, and at the other end it goesš very far in suggesting responsibility for getting the package unscathed to where it belongs.
Alternatives alsoš may go wrong,š slightly,š each with its own implications.
"Assign" involves legal title;š "give" isš lameš andš probablyš untrue; "transmit" meansš send.
Thusš each word misses some important - detail or implies unnecessary things.
"Furnish"š isš sometimes useful when more popular words fall short or go too far. It has a good professional ring to it as well:
"I agree to furnish all of the elements listed on Exhibit A annexed hereto and made part hereof by incorporation."
Who isš responsible for non-delivery and related questions can beš dealtš withš inš separateš clauses.
"Furnish"š avoids jumping theš gun.š It keeps away from what ought to be treated independently but fills up enough spaceš toš standš firm.
The word is good value.
"Right but Notš Obligation"š Oneš ofš theš mostš splendid phrases available. Sometimes theš grantš ofš particular rights carries with it by implication a duty to exploit them. Authors, for example,š often feel betrayed by their publishes, who have various rights "but do nothing about them." Royalties decrease as a result; and this situation, whether or not it reflects real criminality,š is repeated in varietyš ofš industriesš and court cases. Accordingly it well suits the grantee ofš rights to makeš clear at the very beginning that he may abandon them. This possibility is more appropriately dealt with inš separate clauses reciting the consequences. Still, contracts have been known toš containš inconsistentš provisions,š andš preliminary correspondence mayš notš evenš reach the subject of rights. A quick phrase helps keep you out of trouble: "The Right butš Not Obligation". Thus,
"We shall have the Rightš butš Notš Obligationš toš grant sublicenses in Austria"("But if we fail, we fail").
Even this magic phrase has its limitationsš becauseš good faith may require having a real go to exploiting the rights in question. Nevertheless "Right but Not Obligation" is useful, so much sošš asš toš becomeš incantationš andš beš saidš whenever circumstances allow it. I the other side challenges these words, it willšš beš betterš toš knowš thisš atš onceš andš workš out alternatives or finish up the negotiations completely.
"Exclusive" It's importance in contract English isš vast,š and its omissionšš createsš difficultiesš inš goodš manyš informal drafts. Exclusivity as a contract term means that somebodyš is -barred from dealing with others in a specified area. Typically an employment may be exclusive in that the employeeš mayš not work forš anyš one else,š or a license may be exclusive in the sense that no competing licensesš willš beš issued.
Antitrust problems clusterš aroundš exclusiveš arrangements but they are not all automatically outlawed.
It follows that one ought to specify whether orššš notšš exclusivityšš isšš partšš ofšš many transactions. If not,š theš phraseš "nonexclusive"š doesš well enough. Onš theš other hand,š if a consultant is to be engaged solely by one company,š or a distributorship awarded to nobody else exceptš X,š thenš "exclusive"š isš aš wordš that deserves recitation. "Exclusive Right but Not Obligation" is an example that combinesš twoš phrasesš discussedš here.
Theš linking of concepts is aš stepš inš buildingš aš vocabularyš ofš contract English.
"Solely onš condition that" One of the few phrases that can be considered better than its short counterparts. Why not justšš "if"? Becauseš "if"š byš itselfš leavesš openš the possibility of open contingencies:
"If Baker delivers 1,000 barrels I will buy them" is unclear if you will buy themš onlyš fromš Baker.š Therefore what about "only if"? Sometimes this works out, but not always.
"I will buy 1,000 barrels only if Baker delivers them" is an exampleš of "only if" going fuzzy.š One possible meaning is "not more than 1,000 barrels" with "only" assimilated with the wrong word. Here then a more elaborate phrase is justified.
"I will buy 1,000 barrels solely on condition thatš Baker delivers them" makes everything clear.
"Subject to"š Fewš contractsš can do without this phrase. Many promises can be made good only if certainš thingsš occur. The rightšš procedurešš isšš tošš spellš outš theseš plausible impediments to the degreeš thatš youš canš reasonablyš foresee them.
"We will deliver these subject to our receivingš adequate supplies";
"Our agreement is subject to the laws of Connecticut";
"Subject to circumstances beyond our control ".
Every nowš and then a scholarly phrase becomes accepted in business usage.š "Proš rate"š andš "pariš passu"šš arešš Latin expressions but concern money.š "Pro rata" proves helpful when payments are to be in a proportion reflecting earlierš formulas in aš contract.š "Pariš passu" is used when several people are paid at the same level or time out of aš commonš fund.š Latin, however, is not the only source of foreign phrases in business letters.
"Force majeure"š is a French phrase meaning circumstances beyond one's control.
English itselfš has plenty of rare words.š One example is "eschew"; howš manyš timesš weš seeš peopleš strugglingšš with negatives suchš as "andš weš agree not to produce (whatever it is) for a period of X". The more appropriate phrase would be
"we will eschew production".
But here it should be mentionedš thatš notš everyoneš can understand suchš phrases.š Therefore rare words should be used only once in a longš while.š Thoseš whoš usesš themš sparingly appears to be reliable.
Until now theš studyš ofš writingš businessš lettersš has consisted largelyš ofš contractš phrasesš accompanied by brief essays evaluatingš theirš usefulness.š Thešš wordsšš arešš only samplings and are presented mainly to conduce writing business letters in a proper way.š It will be wrong,š however, to bring this listš to an end without mention of a more general problem that arises in connection with no fixed word pattern at all. It arises, rather from using too many passives. Such phrases as "The material will be delivered";
"The start date is to be decided";
"The figures must be approved" are obscure ones leaving unsettled who it is that delivers, who decides,š and who does the approving.š Which side it is to be? Lawsuitsš areš theš plausibleš outcomeš ofš leaving it all unsettled. Passives used in contracts canš destroyš theš whole negotiations. "Youš willš deliver"š is better for it identifies the one who will do delivering.š Certainly,š "must be approved by us" violates other canons.š "We shall have the right but not the obligation to approve" is less unfortunate.š Thereš isš no doubt that passives do not suit business letters,š and if they go all the way through without adding something like "byš you" or "by us" they are intolerable.š Once in a long while one may find passives used purposely to leave somethingš unresolved.š In those circumstancesš theyš will be in class with "negotiate in good faith", which I've examined earlier.
Now let's turn to the practical point of writing business letters. Theyš may be divided into official and semi-official. The first kind of letters is characteristicš ofš thoseš people working inš business:š an executive,š a department manager,š a salesman, aš secretaryš orš aš specialistš inšš businessšš and technology. But also many people may want to buy something, to accept an invitation or to congratulate somebody - thisš isš a kind of semi-official letters.š The first kindš of letters may in turn be subdivided into such groups as:š inquiries, offers, orders, andš soš on.š Iš amš goingš to examine this group more carefully looking at the correspondence of Chicago businessmen and English manufactures.
.
MATTHEWS & WILSON
Ladies' Clothing
421 Michigan Avenue
Chicago, III.60602
Messrs GRANT & CLARKSON
148 Mortimer Street
London WIC 37D
Englandššššššššššššššššššššššššššššššššš October 21, 1993
Gentlemen:
We sawš yourš women'sš dressesš and suits at the London Fashion Show held in New York on October 17.š The lines you showed for teenagers, theš "Swinger"š dressesš and trouser suits would be most suitable for our market.
Would you kindly send us your quotation for spring andš summer clothing thatš youš couldš supplyš to us by the end of January next. We would require 2,000 dresses and suits in each ofš the sizes 10-14,š andš 500 in sizes 8 and 16.š Please quote c.i.f. Chicago prices. Payment is normally made by letter of credit.
Thank you for an early reply.
Very truly yours,
P.Wilson.Jr
Buyer
.
This is undoubtedly an import inquiry letter. In the first part of aš letterš thereš isš aš kindš ofš introductionš asš a prospective customerš approaches supplier for the first time ,and itš isš fromš thisš partš thatš weš foundš outš thatšš the correspondents are engaged in textile industry.
The secondšš partšš expressesšš requestšš foršš detailed information about the goods in question, their prices and terms of possible transaction.
In thisšš examplešš wešš comešš acrossš theš abbreviation concerning the terms of delivery, that is commonly acceptedš in the businessš world.š It is interesting to know what this kind of abbreviations means:
c.i.f. - cost, insurance, freight.
If consignmentš isš toš beš deliveredš according to c.i.f., then the supplier insuresš theš goodsš and pays for the whole delivery.
f.o.b. - free on board.
If consignmentš isš toš beš deliveredš according to f.o.b., thenš theš supplier pays for transportation to port,š steamer or air shipment and dispatch; and the customerš paysš forš onwardš transportation and insurance.
f.o.r. - free on rail.
It isšš thešš samešš asš f.o.b.,š butš forš railway transportation.
c & f - cost and freight.
If consignmentš isš toš beš deliveredš according to c & f, then the supplier pays for the whole delivery and the customer - for insurance.
It is worth mentioning hereš thatš theš wholeš letterš is written inš aš highlyš politeš way,š neverthelessš it is quite precise and sticks to the point.
.
GRANT &CLARKSON
148 Mortimer Street
London W1C 37D
MATTHEWS & WILSON
Ladies' Clothing
421 Michigan Avenue
Chicago, III.60602šššššššššššššššššššššššššššššššššš 30th October, 1996
Dear Sirs,
We are pleased to make you an offer regarding our 'Swinger' dresses and trouser suits in the size you require. Nearly all the models you saw at our fashion show are obtainable, except trouser suits in pink, of which the smaller sizes have been sold out. This line is being manufactured continuously, but will only be available again in February, so could be delivered to you in March.
All other models can be supplied by the middle of January 1997, subject to our receiving your form order by 15th of November. Our c.i.f. prices are understood to be for sea\land transport to Chicago. If you would prefer the goods to be sent by air freight, this will be charged extra at cost
Trouser suits sizes 8-16 in white, yellow, red, turquoise, navy blue, black
Sizes 12,14 also in pinkššššššššššššššššššššš per 100 $2,650.00
Swinger dresses sizes 8-16
in white, yellow, red, turquoise, blackšššššššššš per 100 $1,845.00
You will be receiving price-list, cutting of our materials and a colour chart. These were airmailed to you this morning.
Yours faithfully,
F.T.Burke
Export Department
As you can clearly see it we faceš theš secondš phaseš of business correspondenceš -š theš answering letter.š It is very important, because it adjusts theš relationshipsš betweenš two partners. It does not only characterise the company,š but also advertises it.š The purpose of the letter is toš persuadeš the partner that you are the best in business.
This letterš containsš theš quotationš inš replyš tošš an inquiry. In lots of similar letters the quotations are simply prices and another information asked for.š But this sampleš is quite theš opposite:š itš showsš theš customer that he met the sales-cautious businessman,š whoš usesš everyš opportunityšš to stimulate hisšš correspondentsšš interestšš inš hisš goodsš by including theš salesš message. Andš theš assuranceš thatšš the customer willš receiveš personal attention is read between the lines. In order to draw the attention of the customerš toš the products inš questionš theš supplierš offersš "cuttings of our materials and a colour chart".š On the whole a firmš offerš is subject toš certainš conditions,š a deadline for the receipt of orders, or a special price for certain quantities.
A businessš transaction often starts with an inquiry which may later be followed by an order.
Both inquiryš andš order are meant to arose and stimulate business activity on the part of recipient. They are typically asking letters.š Ordersš conveyš theš writer's intention to do business with his correspondent,š usually toš buyš someš goods from them.
MATTHEWS & WILSON
Ladies' Clothing
421 Michigan Avenue
Chicago, III.60602
GRANT &CLARKSON
148 Mortimer Street
London W1C 37Dššššššššššššššššššššššššššššššššššššš November 4, 1996
Gentlemen:
Thank you for your quotation of October 30. We have pleasure in placing an order with you for
1,900 'Swinger' dressesšššššššššššššššššššššššššššš at Price: $38,745
in the colours and sizes specified below:
|
Quantity |
Size |
Colour |
|
50 |
8,16 |
white |
|
100 |
10,12,14 |
white |
|
50 |
8,16 |
turquoise |
|
100 |
10,12,14 |
turquoise |
|
50 |
8,16 |
red |
|
100 |
10,12,14 |
red |
|
50 |
16 |
yellow |
|
100 |
10,12,14 |
yellow |
|
50 |
16 |
black |
|
100 |
10,12,14 |
black |
Delivery: air freight, c.i.f., Chicago
We shall open a letter of credit with your bank as soon as we receive your order acknowledgement. Please arrange for immediate collection and transport since we need the dresses for Christmas.
Very truly yours,
P. Wilson
Buyer
It is indisputably an import order,š and as we can notice placing orders is simple from theš pointš ofš viewš ofš letter writing. Theš factš isš that usually the purchasing department or the buyerš fillsš inš anš orderš form.š Butš inš thisš case the correspondentš prefersš to write a letter in order to make certain pointsš quiteš clear.šš Therešš arešš specialšš import regulations whichš are touched upon in the last paragraph:š it is necessary to complete formalities andš toš stressš delivery instructions.
It shouldš beš mentionedš hereš thatš theš supplier must send orderš acknowledgement as an answer to order promptlyš to thank his customer for the order and to confirm it.
If some conditions haveš changed,š theš customerš mustš be notified. Inšš theš caseš theš goodsš orderedš areš noš longer available, a substitute may be offered.
What follows the order acknowledgement is theš adviceš of dispatch.
GRANT &CLARKSON
148 Mortimer Street
London W1C 37D
MATTHEWS & WILSON
Ladies' Clothing
421 Michigan Avenue
Chicago, III.60602šššššššššššššššššššš 20thNovember,1996
Dear Sirs:
We have pleasure in notifying you that your credit was confirmed by our bank yesterday, 19th November. We have had the 1900 'Swinger' dresses collected today for transport by British Airways to Chicago on 25th November.
Enclosed is our invoice for the goods in question plus the extra charges for air freight, packing list to facilitate customs clearance at your end, certificate of origin, air waybill and insurance policy.
Hoping that this initial order will lead to further business, we are
Yours faithfully
F.T.Burke
Export department
The firstš thingš to be done before writing such a letter is to examine carefully whether the partners account isš valid or not.š So in the first paragraph we come across phrase "your credit was confirmed by our bank yesterday".š Air shipment for "Swinger" dresses is also mentioned here.
The next paragraph deals withš theš documentsš whichš are necessary whilešš importingšš goods:š Invoiceš packingš lists, certificate of origin, air waybill and insurance policy. As it is theš initialš orderš byš MATTHEWSš &š WILSON,š theš GRANT & CLARKSON hopes to encourage them to place furtherš orders,š so their last phrase sounds very polite.
No matterš howš efficientš aš businessš firm triesš to be, mistakes will happen.š There might be a misunderstanding about the goodsšš toš beš supplied;š sometimesš theš consignmentš is dispatched too late or delays are caused in transit; defect is discovered whenš the equipment is put into operation and so on.
Therefore a letter with the complaint expressed is sent.
MATTHEWS & WILSON
Ladies' Clothing
421 Michigan Avenue
Chicago, III.60602ššššššššššššššššššššš November 22, 1996
GRANT &CLARKSON
148 Mortimer Street
London W1C 37D
Gentlemen:
Thank you for your delivery of 'Swinger' dresses which were ordered on November 4. However we wish to draw your attention to two matters.
Of the red dresses supplied one lot of 100(size 12) included clothes of a lighter red than the other sizes. Since we deliver a collection of various sizes to each store, it would be obvious to customers that the clothes are dissimilar. In addition the red belt supplied does not match these dresses. We are returning two of these by separate mail, and would ask you to replace the whole lot by 100 dresses size 12 in the correct colour.
As far as your charges for air freight are concerned, we agree to pay the extra costs which you invoiced. However your costs for packing and insurance must have been lower for air cargo, and we request you to take this fact into consideration and to make an adjustment to the invoice amount. Would you please send us a rectified invoice, reduced accordingly.
We look forward to your dealing with these questions without delay.
Very truly yours.
Wilson.
If thisšš kindšš ofšš letterš isš sentš theš customerš is understandably annoyed,š nevertheless thereš isš noš reasonš to write anš angry letter of complaint.š In the EXAMPLE 5 there are two complaints:š the first is about the "Swinger"š dresses colour andš the second - about the fact that air freight seems too expensive to MATTHEW & WILSON.
From thisš letterš we see that the results are better for the correspondent takes the trouble to explainš hisš complaint clearly and proposes ways in which matters can be put right.
Letters thatš areš writtenš inš response to claims may be called adjustments. These letters are among the most difficult to writeš asš theyš requireš under all circumstances patience, tact, and diplomacy.š You will not lose your customerš ifš you react at his claim promptly.
GRANT &CLARKSON
148 Mortimer Street
London W1C 37D
MATTHEWS & WILSON
Ladies' Clothing
421 Michigan Avenue
Chicago, III.60602šššššššššššššššššš 2nd December, 1996
Dear Sirs:
The colour of the dresses about which you complain is indeed lighter than it should be. Apparently this was overlooked by controller responsible. Please accept our apologies for the oversight.
We are sending you a new lot by air this week, and would ask you to return the faulty clothes at your convenience, carriage forward. Alternatively you may keep this lot for sale as seconds at a reduced price of &1,120.
You are perfectly correct in saying that packing and insurance costs are normally less for cargo sent by air. May we remind you, however, in this case your request to send the goods by air was made at very short notice. It was not possible for us to use the lighter air freight packing materials, as most of the dresses were ready for shipment by sea freight (please see our letter of 9th November). Furthermore, our insurance is on an open policy at a flat rate, and depends on the value of the goods, not the method of transport. For these reasons our invoice No.14596 dated 15th November 1996 is still valid, and we look forward to receiving your remittance when due.
Yours faithfully
Burke
The suppliersš showš their understanding of situation and express their willingness to adjust it.š They say exactly what steps they are going to take,š because a disappointed customer cannot be put off with mere apologies - he is entitled toš know how the mistake will be remedied.š The supplies convince their partners that they are really interested inš maintainingš good will. Theyš tryš toš avoid negative statements,š and what even worse, accusations;š theyš neverš forgetš thatš itš isšš their customer who keeps them in business.
Even when theyš writeš theirš customersš aboutš rejecting their claimš on air freight,š they try to give logical reasons for the refusal.
The conclusionš thatš thereforeš suggestsš itself is that writing of business letters is highly complicated science.š It is notš enoughš forš aš goodš businessš letter writing to know lexics and grammar,š but you should comprehend the whole range of such things as: occasions on which the particular letter is written, the style of letter, useful expressions, and accepted idioms.
There are certain rules which not everybodyš couldš learn since theyš haveš toš beš felt by correspondents.š Letter writing requires long practice and experience.š Those who write letters should always remember,š that what makes the letter attractive and thereforeš promotesš one'sš businessš isš notš alwaysš the message of the letter, but it is the manner and style in which the message is written.
The "golden
rule" that must be followed by every business correspondent is that the
official letterš shouldš beš
formal, courteous, tactful, concise, expressive, and to the point
.
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Business Letters for All.