COURSE SEMESTER SUBJECT FACULTY

: II.B.COM CA A : IV : EXECUTIVE BUSINESS COMMUNICATION : L.PRAKASH

UNIT-1

Introduction to communication: Exchange of symbols or ideas between two persons is called as communication. The term communication is derived from the Latin word communis which means common. Communication means to inform to tell to show or to spread information. Communication is a process through which an information or idea or opinion is transferred to more number of persons. Definition: !.".#orman and summer $communication is an exchange of facts ideas opinions or emotions by two or more persons%. IMPORTANCE OF COMMUNICATION The importance of communication can be gauged from the fact that we are communicating in some form or the other almost every moment of our lives. !hether we are wal&ing tal&ing playing sitting or even sleeping a message is being formulated and transmitted. 'an who is a social animal is constantly interacting with other individuals. (or him it is necessary to understand the art of communication and apply or modify it in a suitable manner. 'an possesses the ability to communicate which is much more than a composition of certain symboli)e or to understand concepts in terms of images or symbols. *t is this ability that helps him to communicate. Communication then it may be stated is much more than an understanding of the spo&en or written language. A Study-tour of Communication This tour presents a fundamental overview of the study of Communication with emphasis on the study of human communication. 1 T!e Communication Proce"" Communication is a process that serves to connect senders and receivers of messages in space and time # Se$f and "ociety 'essages are formed in the mind of one individual and interpreted in the mind of another. +et the formation and interpretation of messages are affected by the groups to which the individuals belong. % Information

To receive messages human beings must ma&e use of their senses. "owever the senses continually process large volumes of data not all of which are the result of communication.

& Si'n" and (an'ua'e ,ome patterns of data bring to mind memories of previous patterns. These $signs % as they are called can be assembled into large powerful patterns called $languages.% ) Interaction and Re$ation"!i*" *n face-to-face situations human beings cannot avoid communicating with one another. This $interpersonal% communication relationships. + Ma"" Communication .pproximately five hundred years ago a new form of communication arose. This $mass% communication process which ma&es use of permanent text that can be made available to 'illions of people at the same time have /uic&ly become an important factor in the lives of many human beings. , T!e Communication En-ironment "uman communication ta&es place within and cannot be separated from the complex social environments within which all communicators must live. O./ECTI0ES OF COMMUNICATION *n order to have effective communication ob0ectives: 1 INFORMATION:*nformation is the message which has passed on from one person to another and understood by both parties in order to ma&e communication effectively. *nformation is always factual 1 ob0ective. 1ind" of information: E2terna$ information:*nformation concerned with outside world 2i.e.3 outside the organisation-eg. creditors public etc. Interna$ information:*nformation within the organi)ation 2i.e.3 information to members of the internal organi)ation. Source" of information:The following may be considered as the sources of information: suppliers the communication must have the following which involves processes such as $speech% and $body language % plays an important role in the formation development and dissolution of human

4. 5ld files 6.observation 7.massmedia 8.library research 9.chambers of commerce :. 'eetings seminars1 coferences;.<ersonal interview =./uestionnaires >. Trade (airs 1 exhibitions. # AD0ICE: .dvice is also a &ind of information given by people in order to bring about a good change on the receivers. .dvice will be successful only if a change is brought in the receiver. ,ince it involves personal opinions it is li&ely to be sub0ective. % ORDER:5rder is an authoritative communication. *t is directive to somebody 1 not to-do something. ?sually orders are given to the subordinates of an organi)ation T3PES OF ORDERS:.3 !ritten 1 oral orders @3 Aeneral 1 specific orders C3 <rocedural 1 5perational orders B3 Compulsory 1 recommended orders In"truction": *nstruction is a particular type of order in which the guidance is also given as to do a particular 0ob. & SU44ESTION: 5ne of the important of communication is to give suggestion. *t is to give a particular idea to a person or a group to carry out a particular wor&. ) PERSUASION: <ersuasion is the process of convincing a particular person to do particular activities wor&ers are persuaded to do the production activity /uic&ly. + 5ARNIN4: !arning is a forceful means of communication. !hen the employee does not follow the rules 1 regulations it becomes necessary to warn him. , EDUCATION: Education involves both teaching and learning. *ts main aim is to widen the &nowledge 1 to improve the s&ills. *t is carried over in 7 steps:a3 at the management level b3 .t the level of employees c3 .t the level of outside public. 6 RAISIN4 MORA(E:'orale stands for mental health. *ts . powerful factor to increase the efficiency. *t creates a sense of togetherness 1 ma&es the wor&ers to wor& in co-operation.

7 MOTI0ATION:'otivation will help the management to get things done. *ts not an order. 'otivation is important so that they wor& willingly 1 eagerly. The motivation may either be in cash or in &ind. E(EMENTS OF COMMUNICATION: .ny communication has 8 elements. 1 Sender8 (or any communication there should be a sender. !ithout the sender there cannot be any communication. "ence there should be a sender or a transmitter to pass on some information. # Me""a'e: The need of communication arises only when an idea or impulse is generated in a persons mind. *f this idea or impulse is to be communicated to someone their must be some purpose behind it. % Media: The media is the method or way selected to communicate. . number of mediums such as telephone postal etc. are available for communication.. & Recei-er: The main purpose of any communication is that it should reach receiver effectively. "e is the person who gives the feed bac&C answer. "ence for any message there should be a receiver. T9E COMMUNICATION C3C(E OR PROCESS OF COMMUNICATION: 1 4eneration of idea: The communication cycle begins when an idea is generated in a persons mind. *f this idea has to be communicated to someone there must be a purpose behind it. # Encodin': The idea is converted into signals. The signal has to be carefully selected. Thus the process of converting ideas into signals is called as encoding. % Di"*atc! : rece*tion: The encoded message is dispatched to its destination. *n face to face communication 1 oral communication reception ta&es place immediately after the dispatch. & Decodin':

!hen the signals have reached their destination they are translated into ideas once again this process of interpretation is called as decoding. ) Recei-er;" re"*on"e: *f this message is received the receiver immediately responds to it. + Feed <ac=: *f this response is communicated bac& to the sender it is called as feedbac&. (eed bac& is extremely important for effective communication because without that the sender cannot be sure whether his message has been understood effectively or not. T3PES OF COMMUNICATION: (or every business organi)ation communication is necessary. Each organi)ation follows various types of communication they may be listed as followsD *nternal communication External communication INTERNA( COMMUNICATON: Communication which ta&es place inside an organi)ation is called as internal communication. *nternal communication may again be classified into following typesD 4. (5E'.L C5''?#*C.T*5# 6. *#(5E'.L C5''?#*C.T*5# 7. C5#,E#,?,. They can be explained as follows. 1 FORMA( COMMUNICATION: (ormal communication is an official communication 1 it follows prescribed channels through which all members communicate .*t is considered as a standard system of an organisation.(ormal communication can move vertically or hori)ontally."ence we classify this communication into 6 types. A> 0ertica$ communication: The communication which flows downwards from superiors to subordinates or from subordinates to superiors is called as vertical communication. .> 9ori?onta$ communication: Communication between departments or people on the same level is called as hori)ontal communication. (or effective co-ordination among the departments and to achieve goal of an organi)ation this type of communication is necessary. # INFORMA( COMMUNICATION: *n addition to these formal channels of communication there exists in every organi)ation an informal channel often called as $grapevine communication%. *ts an integral part of communication system in organi)ation

4RAPE0INE COMMUNICATION: Arapevine communication is an informal channel of communication. *t follows no rigid rules but spreads li&e gripe vine in any direction anywhere rapidly. *ts basically a channel of hori)ontal communication. ,ome people derive great pleasure from gathering secret information 1 transmitting it to others. Certain situations li&e insecurity of service certain innovations etc which are li&ely to affect the 0ob prospectus of the employees are sure to activate the leaders of grape vine. Demerit" of 'ra*e-ine: 1 Di"tortion # Incom*$ete Information % Dama'in' @uic=ne"" III CONSENSUS: The concept of consensus is /uite familiar to political atmosphere. Consensus involves consultationD decisions are arrived after consensus only. AD0ANTA4ES OF CONSENSUS: 4. ,ince decisions are ta&en after consultation members find easy to accept them and hence brings an agreement between managers and trade unions. 6. *t helps to maintain unity 1 harmony in an organi)ation. 7. ?nnecessary conflicts are avoided. DISAD0ANTA4ES: 4. . member is forced to subscribe to a view which he does not li&e. 6. ,ub ordinates get a feeling that the superiors are incapable of ta&ing independent decisions 1 they lose their confidence. Im*ortance of .u"ine"" communication: 4. *nternal communication: Effective internal communication is considered important for the following reason: @usiness has grown in si)e: .

Large business house have a number of branches within the country and even in abroad. The central organi)ation of a large business house is its nerve centre. (or its healthy and even growth it is extremely important that the central organi)ation maintain a thorough and up-to-date &nowledge of a various activities at the branch office. This calls for an effective an efficient networ& of communication. @usiness activity has become extremely complex: planning production sales stores advertising

This being an age of speciali)ation financing accounts welfare etc.

are handled by different departments. *f these

departments do not communicate with one another there will be no communication among them. Effective communication promotes a spirit of understanding and cooperation: *f there exist effective communication between the management and employees it helps to bring about an atmosphere of mutual trust and confidence. The management gets better returnsD the employees get 0ob satisfaction. They also develop a sense of belonging and loyalty to the enterprise. EATERNA( COMMUNICATION: Eternal communication consists of transferring information outside the organisation.Each and every organi)ation is connected to external world li&e customers suppliers press government departments branches subsidiaries 1 general public-the communication with these persons are called as external communication. 4. Aovernment agencies and departments: @usiness organi)ation are re/uired to deal with licensing authorities tax offices post offices transporters etc. 6. Bistributors retailers individual customers etc. : 'odern business is a highly competitive phenomenon. Each product of common consumption is available in myriads of brands not all of which sell e/ually well. ,ales are promoted through persuasion and persuasion is another aspect of communication. MEDIA OF COMMUNICATION OR MODES OF COMMUNICATION OR FORMS OF COMMUNICATION: !ritten communication 5ral communication (ace-to-(ace Communication Fisual Communication .udio Fisual communication #etwor& communication ,ilence Princi*$e" of Communication B, C;"> 4. Candid 6. Clear 7. Complete 8. Concise 9. Concrete :. Correctness ;. Courteous foreign trade offices customs authorities ban& and other financial institutions income tax and sales

.ARRIERS TO COMMUNICATION 4. !rong choice of 'edia 6. <hysical barriers 7. ,emantic barriers 8. Bifferent comprehension of reality 9. ,ocio-psychological barriers a3 .ttitudes and opinions b3 Emotions c3 Closed mind d3 ,tatus O-ercomin' mea"ure" on <arrier": 4. Create physical barrier environment 6. Two way communication 7. ,trengthen communication flow 8. <roper medias 9. Encourage open communication :. .ppropriate language ;. Effective listening Function" of a <u"ine"" $etter: 4. Eecord and Eeference 6. Evidence 7. <ublic Eelations 8. @usiness in remote C!aracteri"tic" of 'ood <u"ine"" $etter" 4. Correct language 6. pertinence 7. Conciseness 8. Clearness 9. courteous :. .ccuracy ;. Completeness =. Cheerfulness >. 5b0ectivity 4G. Consideration of reader MODERN COMMUNICATION MET9ODS: 5ne way communication. Ferbal and non verbal. (ormal and informal. a3 .bstracting b3 ,lanting c3 *nferring

*nterpersonal and *ntra personnel.

0ARIOUS T3PES OF .USINESS (ETTER .. 4. En/uiries and replies. 6. 5rders and their execution: 7. Credit and status en/uiries. 8. Claims and ad0ustmentsD 9. Collection letters. @. 4. Circular letter: 6. ,ales letters: C. 4. @an&ing correspondenceD 6. *nsurance CorrespondenceD 7. import-export correspondenceD 8. .gency correspondence. B. 4. .pplication letter. letters references testimonials letter of appointment confirmation promotion retrenchment resignation.. E. 4. The correspondence of a company secretaryD 6. Correspondence with state and central government. (. 4. Letters to the press. NEED OF .USINESS (ETTER: 5ther purposes for which we use business letters are listed as follows: 4. EEC5EB 1 EE(EEE#CE: (or maintaining records of communication with the outside world the communication must be in writing which can be preserved for a long time. 6. '.H*#A . L.,T*#A *'<EE,,*5#: 5ral communication is not fully remembered but a written communication ma&es a lasting impression in the minds of the reader. 7. .# .?T"5E*T.T*FE <E55(: . letter signed by a responsible person is an authoritative proof and can be treated as a valid document which can even be produced in a court of law. 8. @?*LB*#A A55B!*LL: . business letter is used to sell the goods reputation and friendliness of a company. *t aims at building goodwill and to retain the customers 9. !*BE#E#*#A T"E .<<E5.C": . business person cannot send his representative to all places of business connections but a letter can reach any place immaterial of distance. "ence it widens the approach of a companys operations. 6. *nterview

Structure of a <u"ine"" $etter 4. "eading 6. Bate 7. *nside .ddress 8. ,alutations 9. Eeference :. @ody ;. Complementary close =. ,ignature >. Eeference initials 4G. Enclosures ESSENTIA(S OF AN EFFECTI0E .USINESS (ETTER OR (AN4UA4E : (A3 OUT IN A.USINESS (ETTER: The lay out of letter consists of three parts namely 43 <hysical appearance 63 'echanical structure 73 ,tyles 1 punctuation 1> P!y"ica$ a**earance: .s that of any other article the appearance of a letter is as important as its contents. The letter ta&es up the sales mans place 1 hence care should be ta&en about the physical appearance of the letter. *t has to be typed in an .8 si)e paper preferably in white color there should only be one set of folding. (olding the paper two or three times spoils the loo& of the letter and should be avoided. The alignment and typing should also be done in a pleasing and professional manner. #> Mec!anica$ "tructure: The structure of a business letter refers to the proper arrangement of the various parts of the different elements of a business letter. The lay-out of business letters has been almost standardi)ed in modern business practice. *n order to ensure clarity and convenience a business letter should consist of the following partsD T9E 9EADIN4-B$etter !ead> ?sually every business house uses its letter- head for its correspondence. Letter head is a sheet of paper which beats at the top the name of the firm the nature of its business and its address. .ll this does not ta&e usually more than three to four lines. The letter head should be printed in attractive style and colors so that it may also serve as an inexpensive

means of advertising. Aood /uality paper and a neat well balanced letter- head combine to enhance the prestige of the firm. ,ome firms include on the letter-head their telephone number and telegraphic address also. !hile writing the address if the house number or the street number is being mentioned no comma need be put after itD ESSENTIA(S OF AN EFFECTI0E .USUNESS (ETTER: . business letter is an important form of written communication. "ere is a short chec&list for your /uic& guidance. 4. <E5'<T#E,,: .s a rule respond to the letter the day it is received. *f you need time ac&nowledge the letter and indicate hoe soon you will be sending a separate reply. 6. H#5!LEBAE 5( T"E ,?@IECT: This includes the &nowledge of the past correspondence if any the re/uirements of the sender of the letter and the &nowledge of the firms policies. 7. .<<E5<E*.TE#E,,: 8. .CC?E.C+ C5'<LETE#E,, .#B CL.E*T+ 9. C5?ETE,+ :. T.CT ;. <EE,?.,*5#. =. C*#C*,E#E,,. >. ,.LE,'.#,"*< 4G. T"E +5? .TT*T?BE 44. T"E <5,*T*FE .#B <LE.,.#T .<<E5.C". T9E (AN4UA4E OF A .USINES (ETTER: The language of a business letter should be familiar: 'any people thin& that a special language called business English whish is supposed to be somewhat different from everyday spo&en English is to be used business letters. This is a totally false notion. There are certain businesses terms li&e (.5.@. C.5.B 49 days 6J which cannot be avoided. @ut these terms familiar through constant use and pose no problems. .part from these technical terms as far as diction and syntax are concerned business English is no different from the English of daily use. P93SICA( ASPECTS FOR APPEARANCE OF A .USINESS (ETTER @usiness letter should be capable of attracting the attention of the reader. The purpose of the letter is to bring business and so the physical appearance of the letter should enable the reader to form an opinion about the firm and its reputation.

The business man should note the following points in his mind while writing a letter: 4. <aper: 6. Typing: 7. 'argins: 'argin should be left on all sides of the letter paper. ,ub0ect matter should be typed in the centre of the letterhead. 8. (olding Letter should have only minimum number of folds 9. Envelope The Envelop used should correspond to the si)e of the paper. The color and /uality of the envelop should also be in agreement with the letter head. SOME FURT9ER POINTS FOR STUDENTS: FORMS OF (ETTER ST3(ES 4. (ully *ndented letter style 6. (ully bloc&ed letter style 7. ,emi intended letter style 8. 'odified bloc& letter style 9. "anging indents letter style :. #5'. simplified letter style ;. ,emi bloc&ed letter style. *f the matter is too long single space may be used. *f the matter is short - double space should be given. Kuality of the paper Color of the paper ,i)e of the paper

(ayout "ty$e of fu$$y <$oc=ed $etter "ty$e:

PRASANNA PU.(IS9ERS EB?C.T*5#.L <?@L*,E"E, <hone: =98 67 96 street Email:prasannaLeth.net 4=th Ianuary 6G4G <rof.,.Hishore Iain College Chennai. Bear professor Hishore !e are very glad to inform you that we are sending a copy of our recent publication @usiness Correspondence for your reference and recommendation. The boo& is written in simple language and suits the new syllabus of the 'adras ?niversity. The boo& runs nearly 7;9 pages. The price of each volume is Es.=GC. specimen copy of the boo& is sent to you by a separate parcel. <lease favor us with your valuable orders. +ours sincerely (or Pra""ana Pu<$ication" '.,ubramaniam <roprietor. chepau& Chennai-:GG GG9. 4; murugappa achari

UNIT-II ENCUIRIES AND REP(IES: Trade en@uirie" (or all trading concerns purchasing is very important. . trader especially under the present competitive conditions should carefully watch the mar&et trends of the goods in which he is dealing. Then only he can obtained proper goods at proper times and on the most advantageous terms. "e should discover new and regular sources of supply. #ews papers mar&et reports and price list provide valuable information. @ut they are not sufficient and hence many en/uiries have to be sent out. important to all business concerns. *mportant hints to be borne in mind while drafting the letter of en/uiry 4. ,tate the purpose of your letter whether you need goods service information. 6. Ee/uest for price-list catalogue etc. 7. .s& for samples or demonstration if needed. 8. Tell the seller how you got his name-whether someone personally recommended him or you learnt about him through an advertisement. 9. ,tate the details of your business and what you are interested in. :. .s& for terms related to discount credit mode of delivery pac&age etc. This will enable you to prepare the order. ;. Aive an idea of the /uantity you need in order to enable the supplier to /uote the best possible price. =. *f you are as&ing for a concession give reasons M large and continuous orders your ability to promote more sales in your area etc. Don;": a3 avoid length and unnecessary statements. b3 .void apologies M do not say. $!e beg you to send NN.% $Than& +ou% etc REP(IES. En/uiries must be promptly replied. Even when the seller is not in a position to deliver the goods or doesnt agree with terms of the buyer etc. he has to send a reply. Eeplies normally contain prices /uotations 1 other terms such as discount credit delivery Thus en/uiry letters are of paramount

9INTS FOR DRAFTIN4 A REP(3: 4. Than& the party for his letter 1 show the appreciation for his interest in your company. 6. Eefer the date 1 number of his letter 7. .nswer in a cheerful tone for all his /uestions. 8. *f possible add the relevant information in the form of description of goods prices etc. 9. ,tate the time for which the offer is open. :. ,tate the terms clearly 1 concisely ;. ?se some sales tal& to stimulate the buyer.

8. Show your willingness to help for any additional information needed to him.
ORDERS .n offer that is accepted is followed by an order. The letter accepting the offer is called as letter of acceptance. This may act as an order also. $.n order is the direction given by the buyer to the seller to dispatch or deliver goods in accordance with the accepted terms and conditions.% E""entia$" of an order: .n order should give the details of Order form": Large business houses print the order boo&s and necessary blan& spaces are given to fill in the details. ?sually the order forms are in triplet format. i.e.3 7 copies of order forms are prepared. 5ne copy is sent to the purchasing department for verification The next copy is held in the office The third copy is sent to the seller EAECUTION AND CANCE((ATION OF ORDERS Aive the full and correct details of Kuality si)e color etc 'ention the price and the terms on which the goods are to be ordered. *ndicate the type of pac&aging re/uired. Aive the address to which the goods to be delivered. ,tate the mode of payment li&e cash sent with order cash on delivery Aive any other special instructions if they are necessary.

E2ecution of order: The receipt of every order must be promptly executed or ac&nowledged either by a preprinted post card or by a special letter. Brafting letter for execution of order: I Prom*t e2ecution: This means that the seller is executing he full terms and conditions of the order. 9int" for Dritin': Than& the party for the order ,pecify the goods you have dispatched 'ention about the /uality of your goods ,tate and attach the invoice amount with the letter of execution. Eefer to the need of prompt payment 'ention the mode of dispatch. <ost parcel passenger or goods train truc& etc. .part from this maintain a tone to show your eagerness to serve the customer in all possible ways. II Partia$ E2ecution: 9int" for Dritin': Than& the party 'ention the goods dispatched by you ,tate the inability to execute the order in full Aive the probable date on which you can supply the rest of the goods ,uggest a remainder to &eep the order alive.

Cance$$ation of t!e order: The seller cancels the order if he is unable to execute the order. Rea"on" for cance$$ation of order: <rice mentioned in the letter is less than Kuotation. Kuantity ordered is too small. 5rders on hand are large in number. <roduction problems. The customer has not cleared dues. ,ale is through the authori)ed agents only. 9int" for draftin':

Than& the party for the order Explain the reason for cancellation Bont refuse the order straightaway. ,imply regret that you cannot fulfill the order immediately. ,hoe your willingness to execute the order at the price /uoted by you or at a new price *f you can deliver the good after the lapse of a particular period as& the customer whether he can wait till then. !hatever may be the reason for the cancellation ma&e him reali)e that you couldnt execute the order although you tried to Execute to the best.

CREDIT STATUS ENCUIRIES: Credit has become a powerful instrument in modern business. Though credit is a useful device for business to build up it is delegate instrument to be handled with almost care and caution. Therefore a sound credit policy re/uires careful selection of credit customers and prompts collection. @efore allowing credit the trader should ascertain the following information about the customers. 4. "is character: 6. "is capacity 7. "is capital 8. "is business condition. ,5?ECE, 5( *#(5E'.T*5#: Eelevant information about the four conditions can be obtained from: 4. *nternal sources: *nternal sources refer to the si)e of the orders and his past dealings with the sellers and also the salesman report about the customers. 6. (rom the customers: *nformation can also obtain from the customers himself. information cannot be considered as dependable 7. External sources: External sources also comprises of: Trade reference: "owever such

?sually an order of goods or application for an appointment or an agency from an un&nown person will contain trade references i.e. the name of the firms or individuals from whom en/uires about his standing can be obtained. @an& reference:

,ometimes the buyer may also give the address of his ban&er as a referee. The referee ban& is generally re/uested to furnish information about the customer as to following particulars: 4. Types of the account opened by the customers. 6. ,i)e and duration of the account. 7. #ature of the loan or credit limit granted to him and security offered by him. 8. Eegularity of the customer in scheduling the payment of his dues. 9. Aeneral opinion of the ban& about the credit standing of the customer *nformation from trade information agencies:

.gencies li&e trade association chamber of commerce etc. can furnish reliable information only in countries li&e @riton and ?,.. Credit en/uiry agencies: *n our country they have no control over individual traders and hence cannot furnish valid information.

(or a fixed charge for each en/uiry information can be obtained from them about the standing and credit worthiness of the firm with whom the en/uirer wants to establish business relation. information. ,T.AE, *# CEEB*T E#K?*E+: 4. Ee/uest To the customers for giving reference. 6. Customers letter furnishing the reference. 7. ,tatus en/uiry letter. 8. Eeplies from the referees. 9. Letter granting or refusing the credit. COMP(AINTS (rom the time of order till the goods reaches the customer number of persons are involved and there is a possibility of mista&es being committed by some one. This may affect the buyer and he ahs the reason to complain. Complaint is a communication which is sent to the seller regarding certain inconveniences encountered by him. Source" of com*$aint": *ncomplete or defective orders !rong directions to dispatch section 'ista&es by the accounts section Bispatch section dispatches wrong goods or defective goods ,uch agencies have agents all over country to collect the re/uired

The product may be having some inherent defects which are detected during inspection Befective pac&aging leading to damage of goods .bnormal delay in sending consignments Clarity courteousness and inoffensive style of writing are extremely important in the letter of complaint.

9int" for draftin' com*$aint": (irst mention about your order order number dates etc. 'a&e clear statement of the mista&e in a calm courteous style. The claim should be specific. Clearly identify where the mista&e lies whether in the product or in the services offered. Explain the nature and extend of inconvenience or damage caused in terms of money etc. ,tate the steps necessary to rectify the situation. 'a&e a courteous and firm re/uest that the matter should be attended to promptly. Com*$aint $etter" Complaints are regular feature of business life. Cau"e" for com*$aint": 4. ?n0ustifiable delay is execution of orders 6. ,upply of inferior goods 7. ,upply of wrong goods 8. Belivery of damaged goods Pur*o"e" of co$$ection $etter": 4. Error should be located 6. Bescribing the error 7. Aetting the error corrected 8. ,ecuring compensation from the seller E$ement" of a 'ood $etter of com*$aint: 4. .n explanation of what is wrong 6. The explanation should give exact date amountE and colors. 9int" on draftin' t!e $etter of com*$aint": 4. Aive exact and clear reference of the order to which the complaints relates. 6. 'a&e a clear statement of mista&e committed by the seller. 7. Clearly identified whether the fault lies with the goods supplied or services rendered. 8. 'a&e a polite but a firm re/uest that the matter should be attended promptly.

C$a""ification of adFu"tment" $etter": 4. Letter granting ad0ustment. 6. Letter refusing ad0ustment. 4enera$ !int" on draftin' adFu"tment $etter" B"omeDo;"> 4. Convince the reader. 6. Aain the confidence in the products services or policies. 7. Eetain his goodwill. 8. The claim should be answered promptly. 9. Aive due right to the customers in convince. :. Than& the customer for calling your attention due to the defect damage or mista&e. ;. The claim is unreasonable or unad0usted state clearly why you are refusing partially accepting his claim. Don;t" D!i$e draftin' t!e $etter: 4. Bont express the surprise about the complaint. 6. Bont minimi)e your fault by saying such error occurred very often. 7. Bont try to put blame for mista&e on some other party. 8. Tal& only about the ad0ustment you are offering dont explain all the details of your mista&e. 9. Bont suggest the customer by saying no other customer has been complaint about errors or defect. Co$$ection (etter" . collection letter is also called a dun. . good collection record is one of the essentials for success. C$a""ification of cu"tomer": 4. <rompt customers 6. Aood but slow payers 7. Aood but unable to pay because of unavoidable circumstances 8. (raudulent or rec&less customers. 9int" on draftin' co$$ection $etter": 4. .void the threats as far as possible 6. #ever sent it on open post card Sta'e" in co$$ection: 4. ,ending the statement of account 6. Eemainders 7. ,tronger remainders

8. En/uiry and discussion 9. .ppeal and urgency :. Bemand and !arning Circu$ar $etter" . circular letter can be defined as a letter containing a formal message addressed to a large number of customers. O<Fecti-e" of a circu$ar $etter: 4. To obtain publicity 6. To ma&e the reader interested in their contents 7. To impress the reader with facts and information about the firm its policy etc 8. To gain the confidence of the reader. Situation for Dritin' a circu$ar $etter 4. Establishment of a new business 6. .dmission of a partner 7. Change in the address of the place of the business 8. Beath or retirement of a partner 9. <urchase of a business :. Conversion of partnership into a company ;. *ntroduction or arrival of a new products or new schemes. SA(ES (ETTER . sales letter can be defined as $. letter written with a view to affecting the sale of merchandise or service Pur*o"e of "a$e" $etter 9. To ma&e direct sales :. To allow and test the reaction of customers to new products ;. To build up goodwill Ad-anta'e" of "a$e" $etter": 4. ,ales letters are considered as a comparatively cheaper means of advertisement 6. The sales messages contained in them are not mixed up with other advertisements 7. They are personal appeals and hence more effective since the letters are sent directly to a different number of customers their results can be accurately measured. Structure of a "a$e" $etter: 4. .ttract the readers attention 6. Create a desire of product or service 7. Convince the reader that the product or service is the best of its mind 8. 'otivate action Don;t" D!i$e draftin' "a$e" $etter

4. Bont ma&e promises which later on you cant fulfill 6. Bont abuse your competitors for his product 7. Bont s&y roc&et only mention sincerely 8. Bont exaggerate put yourself in the place of the customer and then see in the place of the customer if you would be what is written in your sales letter.

SPECIMEN ORDER AND CANCE((ATION (ETTERTS (etter intimatin' t!e e2ecution of an order: 64 <ra&asam ,treet Chennai- :GGG4= 46th (ebruary 6G44 'C,.@abu cycle traders 4:; #eta0i road Chengulpet- :G7 GG4 Bear ,ir !e than& you very much for your order of 4G th Becember 6G4G for cycle tubes and are pleased to inform you that it has been executed this morning !e enclose an invoice for Es.6G 7GGC- that includes postal and insurance charges. !e have this day drawn bill of exchange on you for Es.6G 7GGC- payable 7G days after sight and trust that you will honors it on maturity. !e than& you once again for the order and hope that you will continue to patroni)e us. +ours faithfully .a$aFi Sa$e" Cor*oration 'anaging partner (etter cance$in' an order: ; murugappa .chari ,treet chepau& Chennai-:GG GG9.

4=th Ianuary 6G4G 'Cs.@ala0i ,ales Corporation 64 <ra&asaam ,treet Chennai. Bear sir . !e confirm our telegram of today which runs as follows $C.#CEL 5EBEE (5E 4GGG T?@E, B.TEB 4G .<E*L LETTEE (5LL5!,% !e are sorry to have to cancel our order dated 4G th may 6G4G for 4GGG cycle tubes. !e are compelled to do this as we find on reexamination of our stoc& report we have sufficient stoc& of super cycle tubes at present. 5ur order was the result of a error on the part of our store&eeper. !e apologies for the inconvenience our mista&e may cause to you. +ours faithfully .a<u cyc$e trader" 'anaging partner