Writing requires us to operate some kind of …

Writing requires us to operate some kind of … PART ONE LETTER FORMATS Chapter PARTS OF A LETTER 1 STYLES 2 MAILING 3 CHAPTER ONE PARTS OF A LETTER 1. PARTS OF A LETTER The different sections of a letter 1.1. THE HEADING & OPENING Seventh line from the top of the page (seven returns). Every line of the address should be centered on the page and single spaced. LETTERHEAD= 7 LINES NDEC COMPANY 16/F, 955 Tun Hua Rd. Taipei, Taiwan 10662 R.O.C. TEL: (02) 705-8679 FAX: (02) 705-9037 January 4, 1994 is an example. DATE= 12-18 TOP The European style looks like this: 4 January 1994 or 4th January, 1994. The date line should be placed between the 12th and 18th line from the top of the page. The two extremes of 12 and 18 should not be exceeded. SECRET, PERSONAL, CONFIDENTIAL inside address is begun four, six, eight or ten lines below the date line. Jack Brown, President Names: Atler Clothes Fashions 45 Blackton Street Mr. Everett C. Ho Manchester 26 Mrs. Alice Liu England Ms. Christina Kao Ms. Ellen Smith Names, Unknown Sex: President Big Apple Company Lauren Coner P.O. Box 5584 Jackie Maze Singapore 9 Names With Titles: Inside Address With Attention Line: Time Inc. Magazines Ms. Ellen Smith, President Time & Life Building Mrs. Lori Clark, Manager Rockefeller Center New York, NY 10020 Too Long: Attention: Mr. Greg Rogers Miss Susan Frankens, Senior Vice President Mr. Philip K. Manchester, Manager, Asia Time Inc. Magazines Division Time & Life Building Rockefeller Center Two Line Name & Title: New York, NY 10020 Miss Susan Frankens ATTENTION: MARKETING DEPARTMENT Senior Vice President 1.2. SALUTATION Mr. Philip K. Manchester Manager, Asia Division Known Individual or Individuals (Male) Full Inside Address: Dear Mr. Brown: Brooklyn Bow & Ribbon Co., Inc. Dear Sir: P.O. Box 508 Gentlemen: Lybrook, NY 11563 same last name) Known Individual or Individuals Dear Mr. Brown and Mr. Smith: (two men) (Female) Dear Mrs. Roberts: (married) An Organization Dear Miss Roberts: (single) When addressing a group, the dear is omitted. Dear Ms. Roberts: (marital status not stated) Dear Madam: Gentlemen: (organization of all men; can also Dear Ladies: be used for an organization Dear Mesdames: (very formal) of men and women) Ladies: (an organization of all women) Two or More Persons Gentlemen and Ladies: (organization of men and women) Dear Mr. Brown and Mrs. Roberts: (a man Ladies and Gentlemen: (organization of men and a woman) and women) Dear Ms. Roberts and Mr. Brown: (a woman and a man) When the Person is Unknown Dear Mr. and Mrs. Miller: (a married couple) Dear Ms. Lear and Mrs. Low: (two women) (The dear is omitted.) Dear Misses Brown: (two women with the To Whom It May Concern: 1.3. SUBJECT LINE SUBJECT: PURCHASE OF NEW COMPUTER SYSTEM Subject: Purchase of New Computer System RE: PURCHASE OF NEW COMPUTER SYSTEM Purchase of New Computer System PURCHASE OF NEW COMPUTER SYSTEM 1.4. BODY SHORT MEDIUM LONG Length < 100 s > 100 and < 200 > 200 words Side Margins two inches at one and one one inch (5.1cm) half inches (2.54cm) (3.8cm) Lines After Date Line eight to ten four to eight four to six empty Line Spacing double spacing single spacing double spacing or occasionally triple Notes One page One page Over one page 1.5. TWO-PAGE LETTERS (or longer) , The last page of the letter should never contain just the closing. , At least two lines of the body should be placed on the last page. , Never use a hyphen (-) in the last word on a page. , On subsequent pages, use the same color, size and thickness of paper as the first page but without the printed letterhead. , The heading begins one inch (2.54cm) or seven lines from the top of the page. , The heading contains the person’s name, to whom the letter is addressed, the page number and the date. One style must be chosen and used on all pages after the first page. Page 2 and up Headings (Two Methods-Choose One): Brooklyn Bow & Ribbon Co., Inc. page 2 June 5, 1994 Ms. Ellen Smith, President page 2 June 5, 1994 OR: Brooklyn Bow & Ribbon Co., Inc. page 2 June 5, 1994 Ms. Ellen Smith, President page 2 June 5, 1994 1.6. SIGNATURE BLOCK Often Used Complimentary 1.7. SIGNATURE Closings Sincerely yours, Yours very truly, Sincerely yours, AST RESEARCH (FAR EAST), LTD. Yours sincerely, Frederick Wu Very sincerely yours, Frederick Wu Yours truly, Regional Manager More Personal and Informal Sincerely, Cordially, Sincerely yours, Cordially yours, Frank Lin Frank Lin Yours cordially, Assistant Manager More Formal and Impersonal Respectfully yours, Yours respectfully, Respectfully yours, Very respectfully yours, Alex Yu Alex Yu, Ph.D. Branch Manager 1.8. REFERENCE INITIALS Cordially yours, Allen Ronald Marwitz dictated a letter that Alex C. Black was typed by Ruth Walters. Here are the Alex C. Black, MBA different ways to write the notation: Vice President À ARM:RW Á ARM:rw  ARM/RW à ARM/rw Ä RW Å rw Sincerely yours, Alice N. Loner Alice N. Loner Secretary to Mr. Brown Block letter (mixed punctuation) showing spacing arrangement 1.9. ENCLOSURE Enclosed Enclosure Enclosures Enclosures 2 Enclosures: 1. check for $50.00 2. check for $76.34 CHAPTER TWO LETTER STYLES 2.1. PUNCTUATION STYLE Mixed (or standard) punctuation: Dear Mr. Lane: Sincerely yours, Open punctuation: Dear Mr. Lane Sincerely yours 2.2. BLOCK LETTER Block letter (open punctuation) displaying the different parts 2.3. MODIFIED BLOCK LETTER Modified Block letter (mixed punctuation) 2.4. MODIFIED SEMI-BLOCK LETTER Modified Semi-Block (mixed punctuation) 2.5. SIMPLIFIED LETTER 2.6. EXECUTIVE LETTER (mixed punctuation) 3.1. FOLDING A LETTER Folding a letter Placing letter into the envelope 3.2. ENVELOPES AND ADDRESSES âThe basic supplies needed to write a business letter include letterhead, about A4 size, and a typewriter or computer. The finished letter should look clean and professional. âThe parts of a letter include: the HEADING (letterhead, date line, special notations), OPENING (inside address, attention line, salutation line, subject line), BODY, CLOSING (complimentary closing, signature, typed name, titles, reference initials, notations). âThe signature block includes: complimentary closing, signature, typed name and titles. âInclude appropriate salutation, subject line, complimentary closing and reference initials in a letter. âUse only one punctuation style: open or mixed punctuation. âThe block style is easy to create and saves time. In the block letter, all lines are begun at the left margin. âThe modified block style begins the date line and signature block from the center of the page. âThe modified semi-block letter indents the date line and signature block, just as the modified block style, and indents every first line of the body’s paragraphs. âThe simplified letter style was created to save time. The structure is like a block letter, but the salutation and complimentary closing are not included. âThe executive letter may use executive size paper. The letter will place the inside address at the bottom of the page. The date line and signature block will be indented while the first line of each paragraph is also indented. âA letter should be folded and placed in its envelope correctly. Use the accepted addressing styles and abbreviations on the envelope. PART TWO EMPLOYMENT LETTERS Chapter FINDING AN OPEN POSITION 4 QUALIFICATIONS FOR THE JOB 5 APPLICATION LETTER 6 RESUME 7 CHAPTER FOUR FINDING AN OPEN POSITION 4. SOLICITED APPLICATIONS When a company advertises that it has a position open, an application is being solicited— applications have been requested. A company may advertise in newspapers, magazines, professional journals or other publications. 4.1. JOB APPLICATION FORMS Chronological Order Reverse Chronological Order EDUCATION EDUCATION 1985 Graduated from High School 1992 Graduated from Graduate School 1989 Graduated from College 1989 Graduated from College 1992 Graduated from Graduate School 1985 Graduated from High School REFERENCES: Reference Name Position Business Name & Address Phone Numbers Greg Chen Instructor Feng-Chia University Tel: (04) 253-4427 100 Feng-Chia RD Taichung, Taiwan, ROC Alex Wang Manager Dow Corning Taiwan, Inc. Tel: (02) 713-8739 11/F, 627 Min Sheng E. RD Fax: (02) 717-3982 Taipei, Taiwan, ROC 4.2. UNSOLICITED APPLICATIONS The hard part of using unsolicited applications is that the job hunter takes responsibility for searching out the job he/she wants. An aggressive attitude and hard work will help to get a good job. The person looking for a job (job hunter) is selling a product—him/herself. An unsolicited application is like a sales letter for a person. CHAPTER FIVE QUALIFICATIONS FOR THE JOB 5. QUALIFICATIONS A self-analysis can help a person understand what qualifications he/she has. A self-analysis can be done by writing the different strengths you have. Anything that is positive should be included in your list, like: education, experience, good speaking ability, ability to make friends quickly, computer skill, writing English, etc. This analysis can be a guide for writing your application letter and résumé. 5.1. EDUCATION The level of new employees’ education is very important to employers. Lack of education means higher expenses for the employer to train new employees. When writing about education, make sure to mention the area of study—major. Include any classes that are important for the job. Be sure that translations of course names do not conflict with the school’s translations. Another important part of education, which can be included, is school activities. Joining clubs and sports teams shows the ability to get involved and handle responsibility. 5.2. WORK EXPERIENCE Any kind of working experience can be used in this section—answering phones at a family company, writing letters for a local factory, helping at a tea shop, etc. All these jobs show initiative and a sense of responsibility. When writing about work history, it is important to be specific. Tell the position held and what the important tasks of the job were. Do not mention circumstances surrounding the employment, such as, My parents made me work. 5.3. OTHER CHARACTERISTICS It is important to use examples from life that show some skills that are useful for the job. For example, a person may write that he/she has a great interest in understanding foreign cultures and languages. It would be better to write that he/she has lived overseas for six months and has been studying Russian for five years. CHAPTER SIX APPLICATION LETTER 6. APPLICATION SERIES The two-part application is made up of an application letter and a résumé (or data sheet). The résumé will give a quick history of the applicant. An application letter will elaborate the important and relative points of the résumé. The attitude of a letter of application should be I AM VALUABLE TO YOUR COMPANY. The writing must be aggressive and positive. Never write an apology for the lack of education. Instead, emphasize work experience. If work experience is scant, emphasize education and school activities. 6.1. APPLICATION LETTER 6.1.1. FORMAT This letter may contain three to four paragraphs. The first paragraph is simply an introduction, but the other three contain the main message in this letter. Each paragraph must be directed toward the same job. Do not write every skill or experience you have, but only the important ones for the job being applied for. 6.1.1.1. PARAGRAPH ONE: Refer to how the job opening was found (if it was a solicited application). Next, tell something about the company being written to. Sound as if you are educated about the company, their products or at least the market they are in. If you know someone in the company, you may mention his/her name and position. 6.1.1.1. EXAMPLE 1 First paragraph from a solicited application letter. I saw your advertisement for a sales manager in The China Post on June 8. I am very interested in this position and feel that I am well qualified. Please consider me as an applicant for this position. 6.1.1.1. EXAMPLE 2 First paragraph from an unsolicited application letter. A Ms. Hayworth recently informed me that there is a job opening in her department, the Marketing Department of the Asian Division. At this time, I would like to be considered as an applicant for this job. 6.1.1.2. PARAGRAPH TWO: Describe quickly and accurately what kind of work is being done at present. Go into some amount of detail, so the reader can better understand the situation. Use this chance to tell the reader what skills are used now that are important for the new job. This paragraph lets the reader know about the applicant’s experience in some special areas. Limit these statements to relative subjects. 6.1.1.2. EXAMPLE 1 Paragraph emphasizing the applicant’s responsibility and leadership skills. At Taichung College, where I am a student, it has been my pleasure to be president of my class for the last three years. As such, I often have had to take responsibility for class projects and activities. I have organized several trips, for my class, around Taiwan. The planning of these trips involved complex scheduling, good communication skills and a strong sense of responsibility; I feel these skills are important to success. 6.1.1.2. EXAMPLE 2 Paragraph emphasizing communication skills the writer possesses. I am presently employed at the Number One Sports Center. In this part- time job, I have learned how to communicate effectively with customers. My job is to answer customer’s questions about products while also handling any complaints. Because Number One Sports Center concentrates on new products and highly specialized exercise equipment, customers have numerous questions about use, quality, price, service, etc. 6.1.1.3. PARAGRAPH THREE: Match personal qualifications with the requirements of the position. Make references to the résumé, pointing out that it contains the experience and education needed for this job. This paragraph can cover the applicant’s education history, showing that the major fields of study, or at least some classes that are related to the job requirements. To finish this paragraph, make some kind of statement of confidence. A good attitude makes the writer appear enthusiastic about the company and the job. 6.1.1.3. EXAMPLE 1 Paragraph showing education in English. My major field of study in college was international trade, at The Overseas Chinese College of Commerce, see enclosed résumé. In my English studies, I consistently scored above 90. I feel confident that my English skills are well suited for this position. 6.1.1.3. EXAMPLE 2 Paragraph emphasizing work experience and completion of college degree. My last two jobs have involved secretarial work at large shoe manufacturing companies (see enclosed data sheet). While working full- time, I was also able to complete my college degree in international trade. I am well-versed in the responsibilities of this job opening and feel very optimistic that I can make a useful contribution to your company. 6.1.1.4. PARAGRAPH FOUR: Thank the reader for his/her time. Supply the reader with a phone number, fax number or address for making contact or in case more information is needed. The reason for contact should be for an interview. The idea of an interview should be suggested. 6.1.1.4. EXAMPLE 1 I look forward to hearing from you and setting up a time for an interview. You can contact me on any weekday after one o’ clock. My home number is (302) 675-8743. I appreciate your consideration in this matter. 6.1.1.4. EXAMPLE 2 Thank you for taking the time to look over my application. If the opportunity for an interview should arise, please contact me at my home number between twelve and four in the afternoon. 6. EXAMPLES: Terry Pan 11/F, 84 Jen Ai Road, Sec 4 Taipei, Taiwan September 10, 1994 Niki Marketing Firm 2/F, 103 Chung Cheng RD, Sec 1 Taipei, Taiwan ATTENTION PERSONNEL DEPARTMENT Dear Sir: SUBJECT: APPLICATION FOR SALES POSITION I recently read about your business in the Taiwan Trade Today journal. I believe my experience and solid education make me an ideal candidate for a sales and marketing position in your firm. I am presently looking for a position due to the closing of Niko Mart, where I was employed. Since the closing, in August, I have been attending classes at National Chung Hsing University. Although I already have a degree in international trade, I have been studying advanced marketing courses so as to sharpen my skills. I have over two years of sales experience. As my enclosed resume indicates, I have held numerous sales positions. My experience includes handling money and accounts, creating advertisements and promotional material and point-of-sale display organization. I hope to have an opportunity to discuss my experience with you further. Please call me at (04) 322-4168 after 6:00 p.m. to arrange an interview. Thank you for your consideration. Sincerely, Terry Pan Terry Pan ENCLOSURE: 1 RESUME UNSOLICITED APPLICATION LETTER o Starts with reference and statement of confidence. o Explains why he is seeking employment at this time. o Gives details of work experience/education and references. o Positive ending. SOLICITED APPLICATION LETTER (next page) o References the advertisement for the position. o Describes present job situation. o Explains possession of the skills required for the position. o Supplies clear times and telephone number for contact. Susan C. Wu 1 Mei Lung St. Taoyuan, Taiwan August 10, 1994 Proctor & Gamble Taiwan, Ltd. 16/F, 120 Chien Kuo N. Rd., Sec 2 Taipei, Taiwan ATTENTION: G.L. GRODY Dear Ms. Grody: SUBJECT: ACCOUNTANT POSITION I recently graduated from college, and I am presently exploring career alternatives. I read your advertisement in the August 8 issue of The China Post. I welcome an opportunity to talk to you about the accounting position described. My résumé is enclosed. I am presently working as a cashier at a local bread store. My responsibilities include handling money, bookkeeping and closing the store at night. Because my education is in the accounting area, I would like to find work that is more specialized. My experience over the past three years has prepared me to be a responsible and conscientious employee. Accounting is the area where I have excelled at college. My accounting grades are all above 85, see my enclosed school transcript. Cost accounting, a requirement for this position, is an area that I am very comfortable in. Enthusiasm and responsibility are qualities I have developed in my part-time and full-time jobs, see résumé. The position advertised is just what I am sure my skills are well suited to. For more information, please contact me at my home on Sundays and Mondays between 12:00 p.m. and 6:00 p.m. or any evening after 8:00 p.m., at (04) 231-4439. I look forward to hearing from you. Yours Truly, Susan C. Wu Susan C. Wu ENCLOSURE CHAPTER SEVEN RESUME 7. RESUME/DATA SHEET A résumé (also called a data sheet) is the most important part of a job search. It is one or two pages that tells the applicant’s history. Some people make very creative résumés in the hope of getting the attention of the reader. If the company being applied to is a company that emphasizes creativity, this approach is a good idea. In normal business résumés are conservative. Most employers like a one page résumé. Keep the résumé short and sweet. A long résumé may be counterproductive. 7.1. FORMAT Although you may decide how to arrange the general appearance of your résumé, the basic subject matter does not change. At the top of the page, place your full name and address, also include a telephone number. The next important part of a résumé is a goal statement. For a student, new to the job market, this goal or CAREER OBJECTIVE is very important. After this line, the résumé will break into major headings such as education and experience. At the bottom of the résumé write, References furnished upon request. 7.2. EDUCATION 7.2. EXAMPLE 1 EDUCATION: 1993-Present Major in Computer Science, Feng Chia University, Taichung, Taiwan, R.O.C. 1988-1992 Associate Degree Majored in Computer Science, Taichung Business College, Taichung, Taiwan, R.O.C. 7.2. EXAMPLE 2 EDUCATION: 1991-1993 Associate Degree The Overseas Chinese College of Commerce, Taichung, Taiwan Majored in International Trade Member of Finance Club 1988-1991 High School Diploma Chang Hwa Commercial High School, Chang Hwa, Taiwan, Majored in Accounting, President of Accounting Club 7.3. EXPERIENCE 7.3. EXAMPLE 1 EXPERIENCE: 1989-present Yohoma Sports Center Tainan, Taiwan Salesclerk Part-time. Assist customers in choosing sports equipment that fits their needs. 1985-1989 Wang Fabrics Co. (Summers) Tainan, Taiwan Office Assistant General work around office, including filing, keyboarding, and answering phones. 7.3. EXAMPLE 2 EXPERIENCE: Sept. 1993- Acer Information Center present Taichung, Taiwan Teaching Assistant Responsibilities include: assist students in operating and learning computers, arrange class schedule and handle student records July 1992- Feng Yuan Branch of Taiwan May May 1993 Bank Taichung, Taiwan Cashier Responsibilities included: update customers’ records, make deposits and withdrawals Jan. 1992- Lai Lai Department Store April 1992 Taichung, Taiwan Cosmetics Saleswoman Responsibilities included: selling cosmetics, introducing and demonstrating cosmetic use to customers 7.4. OTHER SUBJECTS If there are other important accomplishments that do not fit into the above two categories of education and experience, a new category can be used. Such a category is called personal, other, capabilities, accomplishments, personal affiliations, professional affiliations, etc. This section can tell information about hobbies, interests, etc. For a very short résumé, this extra section can be helpful to fill the page so that it does not look empty. EXAMPLES: Venica Sue Present Address: Permanent Address: 231 Shi-Fu Rd. 11/F, 84 Jen Ai Rd., Sec 3 Taichung, Taiwan Taipei, Taiwan TEL: (04) 324-9848 TEL:(02) 775-4497 GOAL: The position of assistant manager with opportunity to move into Marketing Department EDUCATION: 1989- The Overseas Chinese College of Commerce Present Taichung, Taiwan Majoring in International Trade EXPERIENCE: 1993 CITIBANK Summer Taichung, Taiwan Assistant Teller Part-time: dealt with customers’ problems and complaints 1992 Li-Mei Company Summer Taichung, Taiwan Secretary Part-time: handled documents, books and schedules ACHIEVEMENTS: *Japanese Club vice president *English Conversation Club treasurer *Japanese Contest champion *English Speech Contest: fifth place prize SPECIAL SKILLS: *Computer programming ability *English typing *English business writing EXAMPLE OF STUDENT’S RÉSUMÉ o Includes a present address and a permanent address. Tamara Paul 21 Schmidt Avenue New Haven, CT 06514 (203) 787-5210 EDUCATION 1991-1993 Yale School of Management, New Haven, CT Candidate for Master’s degree in Public and Private Management, May 1988. Emphasis in marketing and strategic planning. 1985-1989 Oberlin College, Oberlin, OH BA in Economics Comfort Starr Fellowship Appointed student member of President’s Advisory Committee on Budgetary Affairs. Member of Student Organization Funding Committee. EXPERIENCE Summer 1992 American Consumer Products, Westport, CT Corporate Market Analysis and Planning Developed and evaluated forecasts by market sectors. Analyzed sensitivity of demand to cannibalization, economic scenarios, and ecological change. Presented findings to top management. 1990-1991 Data Management Corporation, New York, NY Project Director Directed marketing research projects from study design through analysis of data and report-writing. Provided manufacturers/advertising agencies with primary research data used to: l develop marketing strategies l forecast new product potential RESUME (IN REVERSE CHRONOLOGICAL ORDER) o Covers the specific areas studied in school. o Gives details of work experience. Tamara Paul -2- Summer 1989 Thomas Marketing Research, New York, NY Junior Project Director Designed questionnaires, analyzed data, and wrote reports. Account responsibility included Chesebrough-Ponds and Gillette. 1987-1988 Brewington Associates, Summit, NJ Market Research Field Assistant Acted as liaison between project directors and field force. Aided in the direction and supervision of data gathering staff of 60 supervisors and 200 interviewers. Professional Affiliations American Marketing Association 1984-present Junior Achievement Counselor 1985-present âApplications can be solicited through advertisements. It is important to carefully follow the instructions and understand the requirements of the application form. âKnow what your qualifications are before you begin looking for a job. Analyze your strong points. âPrepare complete information about your education history. Include school activities as well as subjects studied. Also prepare a complete list of your working history. Any type of work may be included. âApplication letters should be as specific as possible about the job you are applying for. Show you know something about the company and that you are interested in it. Be enthusiastic. âUse the application letter to elaborate on exactly what you have done in your previous jobs. Relate your experience to the job you want. Press for an interview. âMake sure your résumé follows the correct format of reverse chronological order and includes the major topics of career objective, work experience, education and special skills. âDo not send a résumé or application letter without making sure that there are no mistakes. Use the best paper and printing device you can gain access to. PART THREE INQUIRIES Chapter LETTER OF INQUIRY 8 LETTER OF RESPONSE 9 PART THREE INTRODUCTION Inquiries are one of the most useful tools in business communications. They can be used to introduce your business to another business, find answers to specific questions, request information and material, open negotiations, etc. If you have any questions even if they do not relate to business transactions, a letter of inquiry can quickly help you find answers. The only restriction on inquiries is that they are specific enough, so the reader knows what the questions are and he/she is able to answer them. When an inquiry is received, a prompt reply is not just a courtesy, it can lead to important new business. Assigning priority to inquiries is vital. CHAPTER EIGHT LETTER OF INQUIRY 8. LETTER OF INQUIRY The most common letter in the business world is the letter of inquiry. It is used whenever someone has a question. A letter of inquiry is often the first communication between two companies. Maybe there is a question about a company’s products or about its prices or even about its services. A letter of inquiry is the letter to write to get answers to questions. An inquiry letter should make a good impression, look professional and clearly state what the questions are. There is no limit on the number or type of questions that can be asked. Questions may be about a company’s products, services, history, finances, research and development, etc. 8.1. FORMAT A letter of inquiry has four paragraphs. Each paragraph centers on a different subject. Try to make the situation surrounding the inquiry as clear as possible. If a question is very complex, break it into separate sections, like: A. B. C., so the reader can be sure to answer every detail. Avoid general statements that have no real meaning. The accuracy of the answer depends on the amount of concise business information included in the questions. 8.1.1. PARAGRAPH ONE: In this paragraph, tell the reader where and when the company’s name was found—a reference. Include in this paragraph some information about the company being written to. 8.1.1. EXAMPLE 1 Last week, July 20, I saw your advertisement in the Farmer’s Weekly journal. In your advertisement, I read that you are offering a 20 percent discount on your new A400 tractors. I know the A400 has won the National Quality Award this year. 8.1.1. EXAMPLE 2 I recently met one of your employees, a Mr. G. Gates, at the Taipei World Trade Show (October 4-7). He informed me that your company is looking for a distributor in Taiwan. My company may be just what you need. 8.1.2. PARAGRAPH TWO: The next section of a letter of inquiry serves to introduce the writer or the writer’s company. Give the impression of a hard worker and show some gratitude. Pay special attention to only write about the important issues. Tell the reader about yourself, but only those particulars related to the questions. EXAMPLES: 8.1.2. EXAMPLE 1 As a farmer, I have found your products to be most useful in my work. The A400 tractor is a good replacement for my XL20 Yokahama tractor. I hope that you can be flexible in your pricing policy. In the past, when I dealt with your company, I found your terms agreeable and fair. 8.1.2. EXAMPLE 2 As you may already know, our company is the largest distributor of foreign produced makeup in Taiwan. At present, we distribute over twenty brand names. Our experience gives us a great advantage over other distributors in Taiwan. 8.1.3. PARAGRAPH THREE: This paragraph is for asking the questions. Being specific is the key to this paragraph. The question: Could you please send me information on your company’s new products? will be answered depending on what the reader thinks is important. A better question to ask would be, Could you send me information on your new computer products? Price quotations are good examples. With the general request: Please send me information on your products, including prices. the reader can only send something like a catalog. A more exact request will give the impression that the writer knows what he/she wants. A better sentence is: Please send me information on your raw material for shoe manufacturing. The next sentence could be: Include prices for shipment not larger than one metric ton—to be shipped in mid July. The reader is now able to quote accurate prices, which can also include discounts. 8.1.3. EXAMPLE 1 In the next six months, I would like to purchase a new tractor. Please send me any information you have on the A400 tractor, including pricing, finance terms, warranties and performance specifications. If you have any other products that you feel would better suit my needs, please include information on them. 8.1.3. EXAMPLE 2 We would like to distribute your makeup products here in the Taiwan market. If you are interested, we would like to begin negotiations right away. Please inform us of the product lines you would like to sell in this market. Include details concerning marketing and pricing strategies. 8.1.4. PARAGRAPH FOUR: In this final section of an inquiry, conclude by thanking the reader for taking the time to read the inquiry. One good subject to mention is time—Thank you very much for your time. Include a time frame in which a response is expected. Do not write that the information is needed by next week if it really is not needed until next month. Give the company a reasonable amount of time to respond. 8.1.4. EXAMPLE 1 Thank you for your assistance in this matter. I hope you can respond to my inquiry before October. I plan to make my purchasing decision in late October. 8.1.4. EXAMPLE 2 Please respond by letter or fax before the end of the month. We look forward to a very productive relationship with your company. Thank you for your time. 8. EXAMPLES: September 5, 1994 Mr. Alex Long Acme Fax Machines, Inc. 54 Apple RD Long View, FL 24874 Dear Mr. Long: SUBJECT: PURCHASING BUSINESS FAX MACHINES I read your direct mail advertisement on August 10. You carry a wide selection of facsimile machines that are specifically for business use. You also carry fax cards for use with computers. Our firm, with 20 professional consultants, is interested in purchasing three facsimile machines to communicate more quickly with our clients. We also need communication equipment for use with notebook computers in the field. Our criteria are: o lowest possible price o ability to delay transmissions until lowest phone rate periods o good resolution of both text and photographs o minimum service problems, preferably with self-diagnostic system o computer cards allowing fax transmission to notebook computers Please send me written information on how well your line of fax machines meets these criteria. (We will not respond to phone calls unless we have written information.) Thank you for your cooperation. Please send a reply before September 20. Make sure the information is complete so that a decision can be made quickly. Sincerely, Jack Chen Jack Chen Vice President JC:AS INQUIRY ABOUT OFFICE EQUIPMENT o Describes the business. o Explains the need for the product. o List limitations, such as price limits. October 23, 1994 Far Away Computers, Co. 754 San Ming RD Tsien Chu, Taiwan ROC ATTENTION: JOHN LEE, VICE PRESIDENT Dear Mr. Lee: RE: INFORMATION ABOUT YOUR BACKUP UNITS At the September Taipei Computer Trade Exhibit, your representative, Mr. Chan, introduced your new backup equipment. I understand that your business has recently made an agreement to supply Fujitsu, of Japan, with backup units. Our business involves large amounts of data storage. Recently, we have begun looking for a backup system to replace our X-48 tape system. Some of our specific needs include: o smallest possible size o capability to update specific files in the archive o low data corruption rate o backup speed exceeding 10 MB per minute If you have any products that meet these requirements, please arrange for a representative to meet with our purchasing officer. You can contact us through Bill Chen, at 768-4481. Thank you for your assistance. Sincerely, Susan Walters Susan Walters Purchasing Officer INQUIRY ABOUT OFFICE EQUIPMENT o Describe your business. o Explain the situation surrounding the use of the products. o Tell the reader how he/she can contact you. ALEX SHIEH 598 WEN HUA RD TAIPEI, TAIWAN ROC September 19, 1994 Picture Perfect, Inc. 534 Olympic Blvd. Los Angeles, CA, 94476 USA Dear Sir: OBTAINING A PICTURE PERFECT FRANCHISE On a recent trip to the United States, I visited some of your stores in California. I was very impressed with the type of services offered. This kind of photography outlet would be perfect in the Taiwan market. I am interested in buying a Picture Perfect franchise in Tainan, Taiwan, and would like to know if you offer your franchisees: l location analysis l help in constructing facilities l ongoing staff training l discount on supplies l national advertising I would also like to know your requirements of franchisees regarding: l start-up costs and fees l royalties l advertising and promotion contributions Please send me whatever information you have, before December, about franchisees as well as details about each of these specific areas. I look forward to learning more about owning a Picture Perfect franchise. Yours truly, Alex Shieh Alex Shieh INQUIRY ABOUT A FRANCHISE o Clearly list the questions you have. o Be positive but stick to the facts. INQUIRY ASKING FOR A SAMPLE (next page) o References an earlier meeting in Taipei. o Introduces the business & supply specifications. o Requests samples. May 10, 1994 Manor Machines, Inc. Purchasing Department 4532 Hickory Lane, Suite 3 Foster City, CA 19970 U.S.A. ATTENTION: MR. GREG LOUD, MANAGER PURCHASING DEPARTMENT Dear Mr. Loud: SUBJECT: COMPUTER CASING SAMPLES I hope you remember our meeting at the Taipei World Trade Center on April 20. At that time, we spoke about the possibility of your company supplying us with casings for our computers. I have included my company’s latest catalog, so you can see the types of computers we manufacture. Science Keys, Inc. has been marketing computer parts in Taiwan since 1975. Our OEM work began soon after. We have a great amount of experience in international shipments. We are presently marketing our own brand name products in the U.S. and E.C. markets. Our next computer product will be a RISC based work station. Because of the stringent E.C. regulations concerning radio frequency interference, we require cases that shield against radiation emission. If you are interested, we would like to examine some samples of your computer cases. Specifically, please send us samples of your most advanced desk-top and tower designs. Please include specifications concerning radiation shielding. If you require any other information, please feel free to contact me. We are interested in placing a bid if your quality meets our needs. Thank you for your cooperation. Respectfully yours, Jack Chen Jack Chen Purchasing Manager CHAPTER NINE LETTER OF RESPONSE 9. LETTER OF RESPONSE After receiving a letter of inquiry, respond immediately. Answer every inquiry, even when doing so will not lead to any future business transactions. An inquiry may appear unimportant at the time, but its real value is in keeping a good relationship with consumers. By answering inquiries quickly, a business probably can gain some edge over the competition. A business must reach a balance of speed and quality—efficiency—that maximizes opportunities. 9.1. FORMAT In a letter of response, it is the writer’s responsibility to explain the benefits of doing business with his/her company. Some questions may be answerable with a simple YES or NO, but do not leave it at that. Explain the answer. Write everything that will help to sell the company’s products and services. Be positive in this letter. Tell what is good about the products. Try to understand what is important to the person who wrote the inquiry letter. Direct the answers, so they cover those areas that are important. Finally, write a letter that is polite and answers all the writer’s questions completely. The subject line needs to be included if the response is directed to a business. A letter directed to an individual consumer should avoid the subject line. For letters written to individuals, we may omit the subject line in the hope of creating a friendlier atmosphere. A letter of response will usually contain three paragraphs. 9.1.1. PARAGRAPH ONE: Start off this letter by referring to the letter of inquiry received. This can be done by mentioning the date the inquiry letter was written (not the date it was received) and maybe by recalling some questions in the inquiry. This is called a reference. Introduce the subject of the letter. If the inquiry was primarily concerned with only one product, begin by writing a short introduction of the product. An introduction of the company is also desirable and may be needed if the inquiry did not center on one subject. 9.1.1. EXAMPLE 1 Thank you for your letter of July 20, in which you expressed an interest in purchasing one of our A400 tractors. The A400 is an excellent choice for the medium sized farm. You will find the A400 is the highest quality machine in its class. 9.1.1. EXAMPLE 2 I was glad to receive your letter of October 10. Mr. Gates informed me of his meeting with you and I was awaiting a communication from you. New Wind Cosmetics is the largest cosmetic manufacturer in the American South East and is eager to expand to overseas markets. 9.1.2. PARAGRAPH TWO: In the second paragraph, answer the questions that were asked in the letter of inquiry. When answering questions, do not assume the reader should understand everything that is written. It is better to assume the reader knows very little and there is a need to explain as much as possible. Occasionally, the answer to a question may not be known. When this happens, an attempt to find the answer should be made. If the answer still cannot be found, the writer should tell the reader. It is important that he/she conveys a positive message. It is not good to state, I could not find the answer. Tell the reader that the information is not available at this time. The writer can even direct the reader to a company that can answer the questions. This will increase the atmosphere of friendliness. Although the reader may go on to ask a different company, he/she will remember the good service received. A question may ask about a negative aspect of the company’s products. For example, a question may ask, Do you offer extended service on your air conditioners? The potential customer wants to find the company that has the best air conditioner. In doing so, he/she feels that an important factor to consider is extended service. As the reader of this question, we can quickly understand the writer’s point of view, his/her attitude. We may feel that we have no opportunity because the company does not offer extended service on its air conditioner. The customer has given us an opportunity though by letting us understand his/her needs. As salespersons, it is our responsibility to help the customer understand better what he/she wants. A good salesperson can quickly see that what this consumer is looking for is an air conditioner that will not break down. In answering the question about our service, we can inform the reader that we do not have extended service because our air conditioners have the lowest rate of failure. We must be honest and assist the reader to understand the whole situation, which he/she would miss if we only answered with a simple NO. 9.1.2. EXAMPLE 1 I have included some material that answers most of your questions. The A400 fits your needs perfectly. The terms of sale are very competitive. Deer Farm Equipment can beat any competitor’s offer for a tractor of equal quality. 9.1.2. EXAMPLE 2 Let me supply you with some information about our products and marketing plans: 1. We would like to market our Love Sick line of products in Taiwan. This line includes perfumes, cosmetics, and soaps. 2. Our expected marketing budget has not been finalized at this time, but we expect to begin with a substantial commitment of funds. 3. We have not completed our plans on this matter, but we would expect to keep profit margins approximately equal to what they are in our domestic operations, which is 3.4 percent. Considerations will be made for opening a new market. 9.1.3. PARAGRAPH THREE: In the last paragraph, thank the reader for his/her interest in the company or product. This section is really an invitation for future communications. 9.1.3. EXAMPLE 1 Let me thank you again for your interest in the A400 tractor. If the information I have included is not satisfactory or if you have any other questions, please feel free to contact me. 9.1.3. EXAMPLE 2 Thank you again for your inquiry. I know we can cooperate on a successful venture to market New Wind Cosmetics products in Taiwan. When there are any other developments in this matter, please contact me personally. FMA TRAVEL BAGS 7/F, 481 MIN SHENG E RD TAIPEI, TAIWAN R.O.C.TEL: (02) 505-8734 FAX: (02) 505-3298 October 12, 1994 Robert Edgar, Manager Monolith Company 7894 Ross Avenue Dallas, TX 58746 USA Dear Mr. Edgar: SUBJECT: INFORMATION ABOUT FMA TRAVEL BAGS In response to your fax, of October 7, our products all follow our company’s philosophy of convenient use for the customer. At present, our product line ranges from low end grooming kits to high end laptop computer cases. We have included a catalog of our traveling accessories. Also enclosed, our current price list and a preview of new products being released this spring. All our products are ready to receive any specific additions you request. We can add features such as: company name and logo, special colors, extra pockets to fit your own line of products, etc. If we do not carry just what you are looking for, our production team can work with you. Send us your specifications or work with us from the drawing board to create just the product you want. Thank you for your interest in our company’s products. Let us know what market segment you normally supply, and I am confident we can match your needs. We are eager to work with you and can assure you that our quality, flexibility and pricing combinations are the best in Asia. Truly yours, Lori Wang Lori Wang Marketing Supervisor LW:jc ENCLOSURE: 1 CATALOG 2. PRICE LIST RESPONSE TO AN INQUIRY ABOUT TRAVEL BAGS o References the inquiry and introduce the company. o Introduces product features and enclosed catalog. o Positive ending about future business opportunity. STAR LINE GOODS, LTD 7F, 74 TIEN CHIN ST., SUITE B TAIPEI, TAIWAN R.O.C. TEL:(02)717-3439 FAX:(02)717-2874 TLX:21064 STAR September 23, 1994 Philip Edgar, Director 123 Enterprise Ave. Secaucus, NJ 07094 USA Dear Mr. Edgar: SUBJECT: SUPPLY OF HOUSEHOLD APPLIANCES We were honored that your organization considered our company as a supplier, reference your inquiry, September 14. From experience we know that your standards are very high. Eight months ago we could have fulfilled your demand for household appliances, specifically: toasters, irons, fans and lamps. Presently, we are unable to help you. Since our last transaction with you, our company has divested itself of that division so that more energy and resources could be concentrated on our sporting goods line. If you ever find the opportunity to move into the sporting goods market, please contact us. We know you can capture good sales with our products. Again, we are sorry we cannot assist you. Cordially Yours, C.T. Shieh C.T. Shieh Vice President CTS:ml RESPONSE TO AN INQUIRY FOR A SUPPLIER o Makes a reference to the subject of the inquiry. o Explains that the request cannot be met. o Apologizes and emphasizes future business âA letter of inquiry can help you make a good first impression. âWhenever a question arises, an inquiry is a good way to find the answer. Businesses everywhere pay attention to inquiries, no matter how small. âAvoid general statements and help the reader better understand the situation. In this way, it is more likely to receive a useful answer. âDo not make unreasonable requests. Make the reader’s work as easy as possible. âRequest a response in a time frame that satisfies the needs of the writer and that the reader can meet. âA good policy is to respond to all inquiries you receive. âSpeedy replies to inquiries can give you an edge in business transactions. Answer questions quickly and completely. âWhen an answer cannot be found, direct the customer to where he/she may be able to find the answer. âDo not simply answer questions: understand what it is that the customer really wants. Write positive answers that show the strengths of the business and its products, not the weaknesses. PART FOUR SALES LETTERS Chapter SALES LETTER 10 PROMOTION LETTER 11 PART FOUR INTRODUCTION Sales letters are written for an individual to read. The person may be a previous customer, a current customer or maybe even a patron of a different company. He/she may not be a customer at all, but simply expresses some interest in the product or company. The name and address of the person is taken from a mailing list. Some companies have built very large mailing lists. Magazine publishers, for example, establish mailing lists as a crucial part of doing business. These lists can be purchased or rented. Promotion letters are sent to a wider audience than sales letters. Although the names and addresses may be obtained in the same way as sales letters, the promotion letter will often not be addressed to an individual. Because it is more general, the promotion letter has a higher chance of never being read. It is classified as junk mail. It is important, therefore, to design a promotion letter that grabs the attention of the reader. CHAPTER TEN SALES LETTER 10. SALES LETTERS A sales letter is often used for customers who have already purchased one of the company’s products. Records can be kept when a customer buys a product. With this information, a business can better judge who should get a sales letter. A new product, such as a video cassette recorder (VCR), may need a sales letter. The optimum person to send a sales letter to would be the customer who has already purchased a television. The objective is to narrow the range of potential buyers, so mailing will be effective. A single product targets only a limited number of prospective buyers. If a sales letter is to have any chance of success, it will first have to reach this group of potential buyers. 10.1. FORMAT A sales letter may contain three paragraphs. Throughout the letter, include some information about the customer. Mention some specific products he/she has purchased in the past. This will draw his/her attention and help him/her to be open to advice. 10.1.1. PARAGRAPH ONE: The first sentence is the most important sentence in a sales letter. Directly address the customer as if you know him/her well; write something that gets his/her attention. Go on to introduce the product. State a couple of the product’s important features, but do not go into any details yet. EXAMPLES: 10.1.1. EXAMPLE 1 Is your new X-100 sports motorcycle important to you? I know mine is very important to me. That is why I want to take this chance to introduce you to a new product that protects your investment. Theft-Proof is a revolutionary device that prevents your motorcycle from ever being stolen. 10.1.1. EXAMPLE 2 I know you, as a reader of World magazine, are interested in learning about the social developments taking place at an astonishing rate. Social Focus is a new magazine that does just that. Every week, Social Focus gives you the details of social developments around the world. 10.1.2. PARAGRAPH TWO: Introduce the details of the product. Be positive about the product. Make the reader excited about what it can do and what uses it has. Pay special attention to the features that competitors’ products do not have or are not as good. The second paragraph is a chance to turn weaknesses into strengths. Do not wait for competitors to tell the customer about shortcomings in the product. Make it clear why this product is the best. EXAMPLES: 10.1.2. EXAMPLE 1 Theft-Proof is more than just a lock. It is a total electronic monitoring system that makes it virtually impossible for anyone to steal your motorcycle. This new system works 24 hours a day and can run for up to 20 days without requiring attendance. The system is hidden inside the frame of your motorcycle with only the front wheel lock visible. The system includes an electronic key. There is simply no other product like Theft-Proof on the market. It is a product of the future, which you can have today. 10.1.2. EXAMPLE 2 This new magazine is not full of slick advertising or big color photographs. It gets right to the heart of issues with expert social commentaries by writers such as Art Collins, Bill Williams, Karen Lock and many other leading commentators. Along with its regular commentaries, each issue centers on one nation’s social structure. Each week you will have the chance to understand a society, in depth, in a way you never could by just watching the television news. 10.1.3. PARAGRAPH THREE: Conclude by encouraging the reader to buy this product. Quickly summarize the main points and add a positive statement about the results if the customer purchases the product. Tell the customer what he/she needs to do in order to buy the product or receive more information about it. Make it easy for him/her to respond. Add some other extra encouragement, like a reduction in price, if he/she acts immediately. EXAMPLES: 10.1.3. EXAMPLE 1 If you enjoy the great performance of your X-100 motorcycle, you need to take advantage of this new opportunity. Theft-Proof can give you a feeling of security. Can you afford to pass up this chance? We are making it even harder to pass up, by letting you in on a special introductory offer. If you send us the enclosed order form, we will cut the Theft-Proof system price by 25 percent. We cannot continue this incredible offer for long, so act immediately. 10.1.3. EXAMPLE 2 Social Focus is the perfect companion to World. If you just send us the enclosed order form, we will begin your subscription right away. You can start your adventure next week, all at 40 percent off the normal subscription price. This is an offer only for World magazine readers. I am confident that a reader of your discriminating tastes will be totally satisfied with this small investment. 10. EXAMPLES: July 29, 1994 Mr. Patrick Chong 16/F, 120 Chien Kuo N. Rd., Sec 2 Taipei, Taiwan Dear Mr. Chong: Can you imagine placing a floppy disk into your personal computer and, in just an hour, improving your productivity? You can take a no-risk look for yourself! We want you to examine this remarkable new software program PC Trends. Now, instead of just reading about productivity, this software package guides you through the steps without wasting any time. In just an hour, you will see how to set specific, measurable goals, and in one week you will be creating useful work plans and flow charts. Just send in the enclosed order form, and we will send you the PC Trends software for a FREE 30-DAY TRIAL! If for any reason you are not satisfied, simply return the software to us and throw out the invoice. Take advantage of this introductory offer and send the order form today. Sincerely yours, Larry Acker Larry Acker Marketing Director Enclosure A SALES LETTER o Uses a salutation and complimentary closing. o Special offer emphasized by using capital letters. January 20, 1995 Ms. Lynn Weiss 1525 West Side Road Arington, MD 19847 U.S.A. Dear Ms. Weiss: If your meals have lost that old sparkle and spice, it is time to discover wok cooking. Put an end to boredom with our stainless steel electric wok. Cook in it and serve from it. It works wonders with Chinese meals, and puts life into stews and deep-fried foods such as potatoes and even donuts! Wok cooking is fun, it is quick, and it is healthy. It requires less oil than other frying methods (because of its shape), and it works wonders with vegetables. Stir-fry them in a wok, and they will retain their color, vitamins, and crispiness. With your purchase of our Asian Special wok, you will receive a bonus gift, the cookbook, Chinese Cooking and Beyond, a $19.95 value, YOURS FOR FREE! Do not miss this chance to put new zip into your family's meals. Order today. Just mail the enclosed postpaid card. This free bonus offer is good only while supplies last, so order today! Cordially, Bob Lim Bob Lim Marketing Director Enclosure A SALES LETTER o Uses a salutation and complimentary closing. o The reader is known as a person who likes to cook. CHAPTER ELEVEN PROMOTION LETTER 11. PROMOTION LETTER A sales letter is sent to an individual; the name may be gotten from a mailing list or from past sales’ records. The promotion letter, on the other hand, is more general than a sales letter. Many guidelines used for sales letters apply to the promotion letter. The promotion letter places more stress on quickly stating the advantages of the product. The reader of a promotion letter is not addressed personally. It is likely he/she will throw the promotion letter into the trash-can. Because of this, a promotion letter must have a very good attention getting device. A promotion letter keeps attention by using short sentences that stand out. They can be formatted in special ways, such as: written in large type, underlined, in color, etc. 11.1. ABCD RULE A general rule to follow, when writing promotions, is the ABCD rule. A. Attract attention of the reader B. Build the reader’s interest in the product C. Create desire, in the reader, to buy the product D. Define what action the reader must take 11.2. FORMAT The promotion letter does not have a normal format, as most other business letters do. There are no guidelines for the format of this letter. It may or may not have letterhead, a date, salutation line or complimentary closing. Often, a promotion letter includes numerous subject lines, lists, indentations, underlines, capital letters, etc. Pictures and other graphics may also be included. The key is to make a letter that has an interesting design but clearly covers the ABCD factors. 11. EXAMPLES: PROMOTION LETTER o Clean and easy to read format with strong subject line. o Quickly gets to the product’s best features. o Goes on to describe more features. o Ordering instructions (the D rule) are on back of paper (not shown). âSales letters are aimed at a narrow range of potential buyers. âThe customer should already have some interest in the product you are trying to sell. âThe use of some personal information, such as past purchases, can help get the attention of the reader. âDo not avoid the shortcomings of your product. Point out that the product has numerous important points. âMake it easy for the reader to respond. Include instructions for buying the product or contacting the company. âPromotion letters are aimed at a wider audience. âThe design of these letters is important. They must get the attention of the reader and be easy to understand. âThe ABCD rule is useful to remember when writing promotion letters. PART FIVE TRADING Chapter OFFERS 12 COUNTER OFFERS 13 NEGOTIATION OFFERS 14 ORDERS 15 PART FIVE INTRODUCTION When a company wants to buy another company’s products, there is a standard process to follow. A business, with a product to sell, makes an offer to a possible buyer. Usually the first offer will not be accepted and will be returned with a counter offer. The counter offer may then be accepted and an order made. This is the negotiation part of the business deal. Sometimes, only one offer will be needed. Other times, the counter offer will be returned with another counter offer, and the negotiation may go on for a long time. The goal is to come to an agreement that satisfies both parties. Then an order can be made. CHAPTER TWELVE OFFERS 12. OFFERS Offers are propositions to enter business transactions. Agreeing to an offer means that both parties are legally bound to fulfill their parts of the arrangement. The offer must contain details concerning the product involved, the price and shipping terms as well as the time frame for delivery. An offer can be sent as a response to an inquiry. Offers are often normal business letters, fax messages, telex messages or even spoken in person or over the telephone. Offers always include quotations, but quotations are not offers. A quotation does not include a time frame for the buyer to respond. The language used in offers must be specific. Even if a seller has just the bargain the buyer wants, the buyer will quickly refuse the offer if he/she feels the offer is too vague. In this letter, the writing should not center on grabbing attention or selling the product but on getting the facts correct. The flow of communication from offer to order 12.1. FIRM OFFERS A firm offer includes a product, a price and a time frame. After the time has passed, the offer is no longer valid. If the offeree accepts the offer before the stated time has passed, both parties must abide by the conditions of the offer. The offeree may refuse the offer or wait for the firm offer time to pass. In this case, no action is required of either party. One way this procedure can be changed is that the offerer withdraws his/her offer. For this action to be valid, the offerer must inform the offeree of the revocation before an acceptance has been sent. 12.2. FORMAT (of firm offers) A firm offer can take many forms. A business letter with three or four paragraphs, a fax with one or two paragraphs, a telex with one paragraph, etc. Because a firm offer is not developing any idea, it is simply stating the facts, the format is usually kept simple. 12.2.1. PARAGRAPH ONE: First, include any new information that has not been communicated before. Encourage purchasing by writing some good information about the product or business. Information about the success of a product is always helpful. 12.2.1. EXAMPLE 1 Our new line of Neon thermos bottles has won first place at the annual Home Design Awards in Seoul, Korea. Simultaneously, popularity of this fashion product has soared in local markets. 12.2.1. EXAMPLE 2 We appreciate your inquiry of June 10, concerning information about our raincoats. Our Classic line is made up of five distinct styles, all priced the same. 12.2.2. PARAGRAPH TWO: Second, cover the details of the offer. Include descriptions of the products and prices. When quoting prices, explain the circumstances of the assessment, such as CIF or C&I (see the HELPFUL IDEA section, page 错误～未定义签。). Special discounts may also be described. 12.2.2. EXAMPLE 1 I am confident that you will have success with this product in your own market. At this time, we can offer your company 5 percent off the enclosed quoted prices. The prices are all quoted CIF Southampton. Considering the high number of requests for this product, these prices are exceptionally low. 12.2.2. EXAMPLE 2 The shipment can be sent by the end of July, subject to receiving your order by the end of this month. Our FOB our warehouse prices are as follows: The Classic Line of raincoats Any Style: Red Stripe, Blue Stripe, Mixed Stripe, Sky Blue, Ruby Red. Minimum Quantity :2,000 per order; 600 per style Price per 100 :US$1,500. Shipment :Before August 1, 1994; :Sea freight Payment :30 d/s after sight 12.2.3. PARAGRAPH THREE: Lastly, the time frame for responding to the offer is included. The reader needs to decide whether to accept the offer before the firm offer runs out. 12.2.3. EXAMPLE 1 The minimum order is five thousand units, which we can ship four to six weeks after your order is placed. This offer is firm until June 15. 12.2.3. EXAMPLE 2 This high quality product is priced very low. Please act soon and contact us. This offer is firm until July 1. 12.2.3. EXAMPLE 3 This offer is an incredible value. We can only make this offer until the end of August. All catalog prices are quoted FOB Kaohsiung. Orders will be given our utmost attention and will be ready to ship one week after receiving your order. 12. EXAMPLE: STAR FLYER TOYS 665 WEN-HUA ST JUI-TANG LI, YANG-MEI TAOYUAN, TAIWAN ROC 5 April 1994 Mr. Alex Longer, VP 16 North Street London, EC1 7AD United Kingdom Dear Mr. Longer RE: OFFER FOR STAR FLYER GAME EQUIPMENT Our new line of toys has been selling very well in the U.S. toy market under the brand name High Flyers. We are sure this line will meet with equal success in the U.K. market. In response to your recent inquiry, we are pleased to submit the attached quotation for Star Flyer game equipment. As outlined in the attached specifications, we can ship these within six weeks after we receive your order. Prices differ depending on the shipping terms you choose (see attached form). We sincerely appreciate your inquiry. This offer is firm until May 15. If you need additional information, please feel free to fax me at 011-886-03-555-3343. Very truly yours H.C. Wang H. C. Wang Sales Director ENCLOSURE: 1 CHAPTER THIRTEEN COUNTER OFFERS 13. COUNTER OFFERS When a company makes a firm offer, it is rare that an order will be placed immediately. The terms of the offer usually do not suit the buyer. He/she may think that the price is too high, the shipping terms not agreeable or the time frame not proper. When this happens, the buyer will make a counter offer. He/she will ask the seller to make specific changes or concessions. If these concessions are met, the buyer will then place an order. 13.1. FORMAT Counter offers are similar to offers. The counter offer accurately tells the reader what is needed to make the offer acceptable. It would not be enough to state the price is too high. The reader needs to know what price is acceptable. 13.1.1. PARAGRAPH ONE: A counter offer must refer to the offer so that the reader knows what the subject is. Reference the last communication or the products that are being considered. 13.1.1. EXAMPLE 1 Thank you for your prompt reply to our inquiry, reference your letter of October 5. In the past week, our Marketing Department has had a chance to examine the new samples you sent us at the beginning of October. 13.1.1. EXAMPLE 2 Thank you for your new price list and samples, which you sent on May 12. We are very attracted to your new products in the tennis accessories line. 13.1.2. PARAGRAPH TWO: Go on to state the parts of the offer that are not satisfactory. The prices in our market are very competitive at this time. We require that the quoted prices, you sent us, be reduced a further 5 percent. These sentences quickly let the company know what the situation is and what is required. By making needs clear, the seller can make a more accurate and speedy decision. 13.1.2. EXAMPLE 1 A paragraph asking for the payment of shipping to be changed to the importer’s favor. Although the quality of your goods is very high, the market for them here appears quite small. We request that you offer us the same price but based on CIF San Francisco, instead of FOB Taichung. 13.1.2. EXAMPLE 2 A paragraph asking the offer prices to be lowered so that a different marketing strategy can be used. Respectfully, we would request that you lower your prices on the new products. We feel that it would be very difficult to sell these products at a time of increased competition. Instead of a high priced strategy, we feel these products could be sold at a lower price. The most desirable strategy is to undercut competition and to build up the market for the Christmas season. A general price reduction of 15 percent would be perfect. 13.1.3. PARAGRAPH THREE: In the last paragraph, continue to inform the reader of intentions. If the new demands are met, when can an order be placed? Make sure that every letter is a complete attempt to wrap up the deal. Every exchange of letters should give both parties the chance to say Yes to the details of the transaction, and the goods can then be sent. 13.1.3. EXAMPLE 1 New products carry some risk. Although we do not see a large market for your product, we hope it can be placed as a niche competitor. If you can meet our requirements, we would like to place an order for 600 units immediately. 13.1.3. EXAMPLE 2 If you are able to do this, we are sure that we can build strong demand for your goods, with strong sales at Christmas. When you notify us of the new prices, we are prepared to make an order. 13. EXAMPLE: October 1, 1994 Joyce Tan, Sales Manager Tseng Rain Gear, Inc. 6/F-6, 121 Wu Miao Road Kaohsiung, Taiwan ROC Dear Ms. Tan: RE: RESPONSE TO UMBRELLA OFFER OF SEPTEMBER 15 Thank you for quickly responding to our inquiry about your new designer umbrellas. I am confident that there is a market for this product. Before we can make an order, there are a few points we would like you to clarify: 1. The whole order must be shipped in November, not spread over November and December. 2. We require the special designs be shipped first. 3. So as to lower the cost, we would like to forego the sample products and instead immediately begin work on the full order. I want to conclude this negotiation as quickly as possible due to the upcoming Christmas season. Please call or fax me before next Tuesday to discuss these details. Sincerely, Andy Pilon Andy Pilon Vice President AP:JW COUNTER OFFER o Shows interest in the offer. o Asks some questions and expresses desire to change the offer. o Sets a time for discussing the offer. CHAPTER FOURTEEN NEGOTIATION OFFERS 14. NEGOTIATION OFFERS The seller may not agree to the changes the buyer requested in the counter offer. In response, a negotiation offer is sent to the buyer. 14.1. FORMAT In a negotiation offer, try to change something to better suit the buyer, but tell him/her clearly why all of his/her demands cannot be met. This letter is written to bring an order. Treat the customer with respect. Never simply state that the terms cannot be agreed to without including some type of explanation. 14.1.1. PARAGRAPH ONE Tell the customer that his/her counter offer was very reasonable or that the counter offer has been looked at: I have inspected the possibility of granting your request. Inform the buyer of the decision concerning his/her counter offer. Do not make him/her read many sentences before letting him/her know the decision. 14.1.1. EXAMPLE 1 Thank you for your letter of August 10. We examined your suggestion that we lower our list price another 5 percent to a total discount of 25 percent. Although we can understand that competition is intense now, we cannot lower our price more. 14.1.1. EXAMPLE 2 We were sorry to read that our offer does not suit you, reference your letter of July 25. It is our policy to quote, to the customer, our lowest possible prices. I can assure you that the prices quoted are as low as we can go. Therefore, we cannot accommodate your request for lower pricing. 14.1.2. PARAGRAPH TWO In the second paragraph, explain why the decision was made. If the company has treated the customer special, then let him/her know. A sentence like, We have worked very hard to meet your requests would do fine. On the other hand, if the customer’s demands were too extreme, let him/her know why they cannot be agreed to. For example, Although we would be pleased to grant you any request, it is impossible to lower our list prices any more, as you requested. Our prices are already 13 percent below the average market price. Include any new requests (a counter offer to the buyer’s counter offer). For example, if the buyer could make a larger order, a further discount could be granted. One could write, To meet your request for a 25 percent discount, we ask if you can increase your order to 500 units, instead of the original 400. 14.1.2. EXAMPLE 1 Price is only one factor of competition. Although you may be able to receive a lower price from a different company, we are confident that you will find our quality superior. We offer to ease terms of payment to 60 d/s after sight. 14.1.2. EXAMPLE 2 The products you are interested in are very similar to our Travel Light line. Although Travel Light line products have fewer features, the quality and basic designs are the same. The Travel Light line may be more appropriate for you. The prices are 10 percent lower than our Travel Executive line. We have included a price list of the Travel Light line for you to examine. 14.1.3. PARAGRAPH THREE In the last paragraph, mention any other details of the deal that were not covered in the first two paragraphs. End this letter in a way that is appropriate to the situation. For example, when agreeing to the buyer’s counter offer, tell the reader you look forward to receiving his/her order very soon. If the buyer’s counter offer is rejected, write something like, We hope that an agreement can be reached. If you have any questions, please contact us. When some of the counter offer is accepted and some rejected, write this kind of idea, We hope the changes in shipping and list price meet with your approval. 14.1.3. EXAMPLE 1 We await your decision on this matter. Please understand that we simply do not have any room to go lower on the price. Your customers can distinguish our products from competitors’ goods, which just cannot match our higher standards. 14.1.3. EXAMPLE 2 If you decide that the Travel Light line better suits your needs, we can offer all the conditions set out in our earlier offer. Prices will differ as noted in the catalog. We eagerly await your decision. 14. EXAMPLE: March 10, 1994 Ms. Elen Lane, Manager Wiggem’s Discount Outlet 43 Westside Road Frazer, NY 14975 U.S.A. Dear Ms. Lane: SUBJECT: REQUEST FOR DISCOUNT I was sorry to hear that our offer for the Ultra Flyer line did not meet with your satisfaction, reference our offer of March 1. All the prices we quote to buyers are the lowest we can offer. There is no extra markup for us to cut. Therefore, I regret to say that we cannot grant your request for a 10 percent discount. If price is a major factor in your purchasing decisions, let me point out to you that we offer three lines of athletic jackets, all in different price ranges. The Ultra Flyer is our highest priced model. Many of the Ultra Flyer’s features are included in the Blue Sky line. These jackets are priced 20 to 30 percent below the Ultra Flyer line. I have included a catalog of the Blue Sky line so that you can look over it and decide if it meets your needs. If you find that the Blue Sky line does suit your requirements, just contact me. We can have an order, of the size you indicated, sent out to you within the month. Sincerely yours, Jack F. Chin Jack F. Chin Sales Manager JC/FC ENCLOSURE NEGOTIATION OFFER (RESPONSE TO COUNTER OFFER) o References the counter offer as unacceptable. o Explains other products that may be better for the customer’s needs. o Encourages contact to order a different item. CHAPTER FIFTEEN ORDERS 15. ORDERS Orders tell the seller what the buyer wants to buy. They may be rather simple letters since the only thing they need to communicate is the material to be shipped. There is little need for English explanations. Numbers are the main part of an order. 15.1. FORMAT Again, the basic three paragraph structure will be suitable. Do not bring up any new information. If there are questions, they should be answered before an order is sent. Special conditions and requests can be included, as long as they do not radically change what was in the offer. 15.1.1. PARAGRAPH ONE: The first paragraph will have some type of reference so that the reader can quickly know the situation. 15.1.1. EXAMPLE 1 Thank you for your quotation of June 14. We are pleased to place the following order with your company: 15.1.1. EXAMPLE 2 We appreciate your prompt response and cooperation in this matter, reference your offer of October 14. We have been able to agree on terms. We would like to make an order as follows: 15.1.2. PARAGRAPH TWO: Write what goods are being ordered: the amounts, the prices, the terms, etc. Using a table of numbers is easier for people to understand. Indent the table so that its edges are inside the normal paragraph margins, like this: Product Quantity Price (sets) (US$) Meat Cutting Board 1500 @ $10 per 5 piece set S5 Kitchen Knife Set 1000 @ $15 per 6 piece set Super Wipe Cleaner 1000 @ $5 per 3 piece set EXAMPLES: 15.1.2. EXAMPLE 1 500 Dart boards (with darts) at price: ?1000. 1000 Soft Dart Games at price: ?3000. 2000 Play Cooking Sets at price: ?7000. Delivery CIF Liverpool. 15.1.2. EXAMPLE 2 800 briefcases with leather trim and stitching. Total price to be US$24,500. Shipping is by CIF Chicago. 15.1.2. EXAMPLE 3 Product Quantity Price Water Beds Model 59-8 50 US$6,450. Bamboo Stools Model 58-3 150 US$800. Total price: US$7,250. Payment: Draft, 3m/s after sight Delivery: DDP, Calcutta 15.1.3. PARAGRAPH THREE: In the last paragraph, lay out any special conditions. These conditions could range from a simple reminder about the product’s quality to a condition reserving the right to cancel the transaction at any time. Use simple English, but be complete. If something goes wrong with the transaction later, a clear and concise order letter can prove what was agreed to. EXAMPLES: 15.1.3. EXAMPLE 1 We will open a letter of credit in your favor when we receive your confirmation. We would like to have this order shipped as soon as possible because our stock has run low. 15.1.3. EXAMPLE 2 We have instructed our bank to open a letter of credit in your favor. The above order is placed with the understanding that the following restriction applies: At any time, our company reserves the right to cancel the order and/or refuse delivery. ORDER (next page) o References the offer. o Lists the products, specifications, prices and shipping. o Includes any special conditions. 15. EXAMPLE: July 25, 1994 The Outlet, Inc. 443 Tower Lane Newbury Berks RGI 2CS United Kingdom ATTENTION: MR. VANMEIR Dear Mr. VanMeir: RE: ORDER FOR RALPH MALDEN DESIGNER MERCHANDISE We received your July 14 offer yesterday. All of the terms meet our needs. We would now like to place an order with you. 300 button accessories #44390: 150 gold color, 150 silver color 50 top hats #2534: all black color 25 Victoria broaches #8784: all gold with silver trim Total Price: ?2,400 CIF Taichung Upon receipt of your confirmation, we will open a letter of credit in your favor. We hope this shipment can be sent within the next two weeks, as you offered. Thank you for your cooperation. Sincerely, Alan Lo Alan Lo Assistant Manager âOffers are propositions to enter business transactions. The offer must contain details concerning the product’s price and time frame. âCounter offers propose modifications to the offers. They usually are attempts to get more favorable terms. Counter offers are written in much the same way as offers. âA negotiation offer is made in response to a counter offer. The negotiation offer explains which requests can be granted and which requests cannot be granted (and why). âAfter the terms have been agreed to, an order is made. The amounts, prices and times must be written clearly so as to avoid misunderstandings. Other important messages, like packaging instructions, may also be included. PART SIX MONEY & MESSAGES Chapter INTERNATIONAL BANKING 17 INTERNATIONAL MESSAGES 18 PART SIX INTRODUCTION Banking documents require very specific information and do not need well-prepared English structures. They are for transferring the needed information. International messages, sent by telegram, cablegram, telex, fax and E-mail, also serve this purpose. The emphasis is on transferring vital information quickly and keeping the cost of such communication low. Abbreviations are often used, and punctuation, prepositions and conjunctions are sometimes eliminated. Individual companies and banks will differ in the specific style and abbreviations used. However, every student of business should be familiar with the format of banking and shipping documents as well as international communication codes. CHAPTER SEVENTEEN INTERNATIONAL BANKING 17. BANKING The movement of money around the world is very important to international business. The importance of banking becomes obvious when one thinks about international trade. A business in Taiwan may have a product it wants to sell. In Africa, there may be a business that wants to buy the product. Should the goods be shipped first or the money sent first? Without a previous business relationship, the two businesses cannot trust each other. In international trade, banks take on that responsibility of moving money. Banks are linked in a large network of finance that crosses oceans and borders. The financial establishment is very complex and interdependent. 17.1. AIRMAIL/CABLE REMITTANCE Airmail transfer: This is a straightforward procedure where a businessperson (A) may go to his/her bank and request that a specified amount of money should be paid to another person (B) in a different country. His/her (A) bank then contacts (via airmail) the person’s bank (B’s bank). The airmail letter informs the foreign bank that its account has been credited (added to) for the amount it is to pay to the businessperson (B). The cable transfer is a similar process. It is carried out over cable communications rather than airmail. This procedure has the advantage of speed. 17.2. DRAFT A draft, also called a bill of exchange, can be used when a buyer is located in a different country from the seller. Two banks are involved in this process. The seller will prepare all the goods ordered, by the buyer, and ship them. The seller will then prepare shipping documents that prove the merchandise was shipped under the specifications of the order and/or the letter of credit (documents like Export Declaration , Insurance, etc.). The seller then makes out a draft that is like a check to be paid to himself (similar to a bill). The seller is known as the drawer because he/she is drawing the draft. The person or company who must pay the draft is known as the drawee. The drawer then takes the shipping documents and the draft to the local bank. If the papers are found to be in order, the local bank sends the material to the buyer’s bank. The bank in turn presents the draft to the drawee who is expected to pay the amount. Bill of exchange The movement of goods, documents and money 17.3. LETTER OF CREDIT (L/C) The most common method of payment in international transactions is the letter of credit. It is the safest method because it guarantees that the money for payment is on hand and ready to be paid when the shipping procedures are correctly completed. The trading process, using a letter of credit EXAMPLES: Application for a letter of credit A letter of credit 17.3.1. DOCUMENTS Here is a list of some of the different types of documents that could be specified in a letter of credit. Invoice: A document listing the details about price, quantity and quality of the merchandise sold as well as the contents of each package. It clearly shows the amount the shipment will cost. Bill of Lading: A receipt given by the shipping company that verifys the goods have been loaded on board a ship. This document represents ownership of the goods. A bill of lading will be needed when the goods are delivered to the buyer. A clean bill of lading means that the goods were loaded on board ship in perfect condition. Certificate of Insurance: When credit is used, it is normal that insurance is required. A copy of this form will accompany the draft. The certificate is proof that insurance has been purchased for the goods being shipped. Export License: This document authorizes the shipment of goods overseas. It is issued by the government, which may wish to limit certain exports. Packing List: Specifies the contents of each package in the shipment and the packing materials used. Inspection Certificate: A form that verifies that the shipment has been inspected and found to be acceptable (this inspection will often be performed by someone who represents the buyer and who is at the dock of departure). Certificate of Origin: This form confirms that the goods leaving the country were in fact manufactured in that country. A bill of lading 17.4. OTHER METHODS OF PAYMENT Cash in Advance: Paying for the merchandise before it has been shipped or even prepared. Cash on Delivery (COD): Cash is paid when the merchandise arrives. Open Account: The buyer will pay the amount at a later time, as agreed by the two parties. This may be used in the purchasing of very large and expensive products, such as aircraft. The actual payments may be years away. Consignment Sales: The seller will give the merchandise to the buyer who will then resell the goods. When the buyer gets the money from reselling the products, he/she will pay the seller. CHAPTER EIGHTEEN INTERNATIONAL MESSAGES 18. E-MAIL MESSAGES What can be done when a message must be sent faster than airmail? For many people the answer is e-mail, which means Electronic Mail. e-mail can be used inside of a company or school when personal computers (PCs) are linked together by a network. 18.1. INTERNET ADDRESSES An Internet address Some Internet country codes Country Code Country Code Country Code Country and Organization Argentina ar Australia au Belgium be Brazil br Burma bu Canada ca are called the China cn Denmark dk Egypt eg DOMAIN France fr Guam gu Hong Kong hk India in Indonesia id Italy it Japan jp Macau mo Malaysia my Mexico mx Philippines ph Singapore sg Thailand th Taiwan tw Vietnam vn (Any address in the United States does not need a country code) Some Internet organization codes Organization Code Company com Education (like a school) edu Government gov Military mil Networks net Other organizations org An example of sending e-mail from Taiwan to California 18.3. FACSIMILE (fax) In this decade, facsimile machines have quickly become the most popular form of quick communication. A fax machine is a combination of a telephone, copy machine and computer modem. The reason for the growing popularity of the fax machine is its ease of use, versatility and speed. 18.3.1. FORMAT âBanks around the world cooperate in order to facilitate the movement of money. âAirmail/cable remittance is one of the simplest methods for transferring money. Money is moved from one account into another; Airmail or cable is used to inform the receiver that his/her account has been credited. âDrafts are given to the drawee from the drawer after merchandise has been shipped. âL/Cs are the most common form of payment. By using an L/C, every party is insured against any surprises that could cause monetary loss. âNumerous documents are required for an L/C. Each must be completed and given to the issuing bank or else payment may not be made or goods may not be turned over to the buyer. âE-mail plays an important role in quickly transferring messages to international business clients and associates. âE-mail usually should follow the format of a memo. Main idea is expressed at the beginning of the message. Little explanation is needed. âAbbreviations are often used in a E-mail and fax message in order to save space. Leave out any unnecessary prepositions, articles, conjunctions and punctuation. âFacsimile messages can follow the memo format and may include abbreviations. PART TEN OFFICE COMMUNICATION Chapter MEMORANDUMS 30 TRANSMITTALS 31 PART TEN INTRODUCTION Memorandums are the most common form of communication within a company. They save time by avoiding the need to arrange meetings. Memos use basic formats and do not contain elegant English. When a memo is used, it is assumed that the reader has some knowledge of the subject. The memo need not explain the background or situation surrounding the subject. The best memo gets to the point quickly and does not waste the reader’s time. A subject line is important because it quickly lets the reader know what the memo is about and how important it is. Transmittals are used to introduce the material sent. A transmittal should quickly summarize the important parts of the included material. Lastly, a transmittal should tell the reader exactly what material was included in the package to avoid any confusion if parts of the package were lost. CHAPTER THIRTY MEMORANDUMS 30. MEMORANDUMS Memorandums, often referred to simply as memos, are used mostly for communication within a company. If someone needs to write a letter to his/her manager, there is little reason for using letterhead and addresses. Memos allow the writer to reach more people and to send a message that can be read at a time that is convenient for the reader (versus oral communication). Memos also create records that can be saved. Memorandums can contain any type of information, provided the reader is already familiar with the subject. A memo is meant to represent a small amount of time. Memorandums may ask a question or make a request of the reader. Any subject is suitable as long as the memo is short. 30.1. FORMAT MEMORANDUM To: ALL EMPLOYEES From: GREG SMITH Date: JULY 10, 1995 Subject: OPENING FOR SECRETARY/SALES ASSISTANT 30.1.1. PARAGRAPH ONE: The main message of the memo is stated here. The first sentence of the paragraph is the best place to give the reader the main idea. Next, include any information directly related to the main idea in the first sentence. 30.1.1. EXAMPLE 1 Arnold, I need a complete report on Wang-Chen Enterprises of Taipei, Taiwan. Include its history, financing, market shares, management structure and distribution network analysis. Please include any other useful information. 30.1.1. EXAMPLE 2 Please find out what the regulations are for public and private school emergency lighting systems in Taiwan. Also, inform me if the company has any history of sales to Taiwan, if so, include all the relevant documentation. 30.1.2. PARAGRAPH TWO, THREE, etc.: There is no guideline telling you how many paragraphs should be in a memo. Every memo will be different. There is, however, usually a minimum of two paragraphs. If the writer needs to provide some important background information or details to the information in the first paragraph, this can be done in the second and subsequent paragraphs. 30.1.2. EXAMPLE 1 We are looking at a possible agreement with Wang-Chen for marketing the Love Sick line. Next week, there will be a strategy meeting; I need this report ready by then. 30.1.2. EXAMPLE 2 There is a private school that has contacted me about purchasing one of our systems. I don’t know anything about the regulations there, but they informed me that they have recently fallen under a new law that requires all schools to install systems. 30.1.3. LAST PARAGRAPH: A memo may include instructions or requests that are not directly related to the main message in the first paragraph. This should be included in the last paragraph. 30.1.3. EXAMPLE 1 Check if there is anyone in the company who’s been involved with any business in Taiwan in the past five years. Let me know within the next couple days. 30.1.3. EXAMPLE 2 We may be getting a jump on the competition if we can make this work. I want to get all our other work done, so we can concentrate on this new opportunity. 30. EXAMPLES: MEMORANDUM To: ALL EMPLOYEES From: GREG SMITH Date: JULY 10, 1995 Subject: OPENING FOR SECRETARY/SALES ASSISTANT Ema Wang will be leaving the company in two months to relocate to Taipei. Her position as Secretary/Sales Assistant will therefore be open. We prefer to promote from within, and we welcome applications from anyone interested in this position. Duties include (but are not limited to): l Providing secretarial support for vice-president of sales l Typing all correspondence l Managing extensive phone contact with clients l Maintaining sales records l Making travel arrangements Skills required are: l Typing at 65 wpm l Six-months’ familiarity with PC and spreadsheet programs Ema has offered to discuss her duties and the nature of her job with anyone who is interested. Please call Joe Chen in Personnel if you would like additional information. G S ANNOUNCING JOB OPENING o Used inside the company, so no money is spent on advertisements in newspapers. o Describes what tasks are needed for the job. o Lists the requirements for the position. o Explains who should be contacted for this job. INTERNATIONAL BINDERS LIMITED INTEROFFICE COMMUNICATION Page-1 To: All Sales Representatives From: Greg Smith, Marketing Vice President Date: October 25, 1994 Subject: QUARTERLY MEETING In response to the feedback session at the last quarterly meeting, our fourth quarter meeting will be held off site--at the Sun Moon Lake Inn in Nan-Tao on November 13. I’ve enclosed a simplified map and an agenda. As usual, the meeting will start at 9 a.m. and end at 4 p.m. Feel free to bring your family. The inn has a playroom for children. I look forward to seeing you there. NOTICE OF A MEETING o Includes the place and time of the meeting. o Makes a reference to the subject matter. NOTICE OF AGENDA (next page) o An agenda lists the different topics that will be brought up in a meeting and the time allotted to each topic. o Do not schedule things too close. Leave time for things, such as decisions, which cannot be completed so quickly. INTERNATIONAL BINDERS LIMITED INTEROFFICE COMMUNICATION Page-2 Date: November 13, 1994 Time: 9:00 AM Location: Main Meeting Room Objective: Revise Vacation Policy Presenters: Bill Smith Lori Anderson Greg Long Agenda Item Purpose Time Presenter Review vacation -----------------------Background----------------5 mins. --------- B.S. policies of competitors Discuss feedback ------------------Establish criteria-----------10 mins.--------- B.S. from staff for change Review cost ---------------------------- Establish cost -------------10 mins.--------- B.S. considerations criteria Brainstorm -------------------------------- Generate -----------------10 mins.--------- L.A. solutions alternatives Make decision -------------------------------------------------------- 10-15 mins. ------ L.A. CHAPTER THIRTY-ONE TRANSMITTALS 31. TRANSMITTALS (cover letters) A transmittal is similar to a memorandum. A transmittal is used to assist the receiver to quickly understand what material has been sent and why it has been sent. A transmittal also shows what was included in the package to make sure the reader receives everything that was sent. Like a memorandum, the writing in a transmittal is oriented toward saving time. The reader should not have to look through a whole report to understand what its conclusions are. A quick look at the transmittal should tell the reader what he/she needs to know. A transmittal acts as a record of what was sent and what was received. The writer should always keep copies of his/her memos and transmittals. 31.1. FORMAT When a transmittal is being sent inside a company, a memorandum format may be used. The use of abbreviations and informal writing is acceptable. The only exception to this is when the package is sent outside the company. A transmittal sent outside, must follow all the formatting guidelines of a normal business letter. 31.1.1. PARAGRAPH ONE: To begin a transmittal, identify the material being sent and tell why it is being sent. Include the dates the material was requested. Tell the reader any other information that helps him/her understand exactly how the material is to be used. If the package contains more than one thing, list everything that is included. When identifying the material, be specific. Use dates, account numbers, names, number of pages, etc. 31.1.1. EXAMPLE 1 Here is the report you asked for on 10/14. I’ve covered the company from its beginnings to present. Also included is a breakdown of the Taiwan cosmetic market. 31.1.1. EXAMPLE 2 I have enclosed the material you requested in your memo on 11/18. The regulations are contained in the following documents: 1. Legislation 568. Date: 6/14/89 2. Legislation 645. Date: 9/20/89 3. Translation of final draft of new emergency lighting bill. Concerning past sales, I have found a sale to a private company in 1985. The record of that sale is also included here. The man in charge of that sale, Mr. Lark, is no longer with the company. 31.1.2. PARAGRAPH TWO: Any special instructions, or further actions required, can be placed in the second paragraph. At the end of this paragraph, the writer can include an offer to answer questions about the information being sent. 31.1.2. EXAMPLE 1 Regarding your request for assistants, I can let you have Bill and Fred stafter the 21. They put together most of the material here, so they are familiar with the subject. 31.1.2. EXAMPLE 2 This material is everything we have on Taiwan. I have located a person who has worked in Taiwan before, as you requested. Joan Hsieh was an employee of a shoe company before she came to the U.S. She has some knowledge of the Taiwan market. If you want to set up a meeting, let me know, and I’ll take care of it. 31. EXAMPLES: QBBI QUALITY COMES FIRST TRANSMITTAL To: Ike Wang, Director From: Nora Chang, Marketing Group Leader Date: May 15, 1994 Subject: PHILIPPINE EXPANSION MARKETING REPORT Here is the final report on the potential market in the Philippines, attached 254 page report. Numbers concerning already existing competition are located on page 58 and show that QBBI has a very good opportunity to lead the market. On the downside, however, is a review of the infrastructure needed for a factory and the problems of power shortages, see pages 120-135. Conclusions concerning test marketing, surveys and business applications, begin on page 240. We will be ready to go ahead with a presentation of these findings in the next eight to ten days. Please inform me if and when such a presentation will take place. TRANSMITTAL INTRODUCING A BUSINESS REPORT o Quickly informs reader what material has been sent. o Points out the specific areas of interest and where they can be found in the report. o Requests for communication concerning a meeting. BUSINESS PLAN TRANSMITTAL (next page) o Quickly states the contents and the important points. o Offers more information through writing or calling. To: Francis Long, President From: Antony Chen Date: November 10, 1994 Subject: BUSINESS PLAN I’ve attached an executive business plan for The Concept House, Inc., an innovative presentation graphics development company whose principals are seeking $500,000 in venture capital for a start-up situation. If the financing arrangements interest you, I would be happy to send you the complete business plan, including numbers. Please write or call me. I look forward to talking with you soon. âMemorandums (memos) are used inside of a company. âThe memo represents a short amount of time and is more convenient than arranging meeting times among people. âThe receiver of a memo must already be familiar with the subject of the memo. A memo should not introduce a complex subject. âInclude TO, FROM, SUBJECT and DATE at the top of the page. âA memo should quickly get to the main point. If explanation or background information is needed, it should be written after the first paragraph. âA transmittal acts as an introduction to other material. âA transmittal should help the reader to quickly know what has been included in the material sent. A transmittal should also point out the most important points of the material. âWhen used inside a company, a transmittal can be written on memo format. âWhen used outside a company, a transmittal should be written in a standard letter format (block, semi- block, etc.).