Module 5

A) Business Correspondence

Contents :
5.0 Objectives
5.1 Introduction
5.2 I Structure of Business letter.
Self- check progress-I
II Types of Business letter
Self - check progress-II
III Mass Communication Circular letter
Self - check progress-III
IV Social Communication letters to maintain Good will
Self- check progress - IV
5.3 key to self-check exercises
5.4 Summary
5.5 Exercises

5.0. Objectives:
After studying this unit, you will be able to :
• learn the use of English for business Correspondence
• learn the polite use of English in the business correspondence.
• learn the Business letters.
• learn the circular letters.
• learn communication letters to maintain Good will

129
5.1 Introduction:
Communication through exchange of letters is known as correspondence we
communicate our feelings, thoughts, etc. to our friends and relatives through letters
that may be called personal correspondence. A businessman also writes and receives
letters day to-day transactions, which may be called business correspondence.
Business correspondence means the exchange of information in a written format for
the process of business activities. A business letter is a form of communication. It is
written by an authorized person or an organization. Business correspondence takes
place between organizations or between the customers and the organization.
Now-a-days business operations are not restricted to any locality, state or nation.
Today production takes place in one area but consumption takes place everywhere.
Since the businessman as well as customers live in far off places they don’t have
sufficient time to contact each other personally. Thus, there arises the need for
writing letters. Now the importance of letters has increased because of vast
expansion of business, increase in demand as well as supply of goods. The
importance of business correspondence are- Maintaining a proper relationship, serves
as evidence, Create and maintain goodwill, Inexpensive and convenient, Formal
communication, Independent of interpersonal skill, help in expansion of business
Business letters are the most formal method of communication following
specific formats. They are addressed to a particular person or organization, a good
business letter follows the seven C’s of communication. They are- 1) Letter of
Inquiry; 2) Letter of Claim/Complaints; 3) Letter of Application; 4) Letter of
Approval/Dismissal; 5) Letter of Recommendations; 6) Letter of Promise.
Modernization has led to the usage of new means of business correspondence
such as E-mail or Fax.

5.2
I Structure of Business letter:
A business letter has a distinctive structure and appearance. It distinguishes the
structure, layout and form which are well established by convention and practice.
Each of the parts has a specific style, position and function. A letter is usually an
organization’s first visual contact with another organization or person. So it makes an
important impression.
130
 An official letter looks different from a personal letter and from other types of
business document. The structure of a business letter has a number of elements or
parts. The seven elements that normally appear in every letter are fixed location on
the sheet. The main parts of the letter are heading, date, inside address, salutation,
body of the letter, complimentary close and typical signature. In addition to these,
some other details are included in some letters are : your reference number, our
reference number, attention line, subject line, identification marks, enclosures. Let us
now briefly discuss about the different elements/parts of business letter. The essential
parts of a business letters are as follows:
i) Heading: The heading of a business letter usually contains the name and
postal address of the business, E-mail address, Web-site address, Telephone
Numbers, Fax number, Trade Mark or Logo of the business (if any). The heading is
normally printed or typed in the middle of the page.
ii) Date: The date is normally written on the right side corner after the heading
as the day, month and year. Dates are written in various ways. Some examples are
like in British practice, 28th February, 2017 or in American practice, February 28,
2017; or Modern practice is 28-02-2017.
iii) Reference Number: Reference number is also an important part of the letter.
And it should be properly placed. It indicates letter number and the department from
where the letter is being sent and the year. It helps in future reference. This reference
number is given on the left hand corner after the heading. Some companies include
both, Our Ref. No, and Your Ref. No. in their letter. For example, we can write
reference number as AB/FA Dept. 20016/25.
iv) Inside Address: Inside address contains the name and address of the
company or the firm or a person to whom the letter is to be sent or who receives the
letter. It also contains the full name/designation and business address of the person.
This is written on the left hand side of the sheet below the reference number. Letters
should be addressed to the responsible head e.g., The Secretary, the Principal, the
Chairman, the Manager, etc.
v) Subject: It is a statement in brief, that indicates the matter to which the letter
relates. It attracts the attention of the receiver immediately and helps him to know
quickly what the letter is about. An indication of the subject of the letter may quicken
its disposal. Usually it is typed and double-spaced between the salutation and the first
131
line of the body of letter. The word ‘subject’ is followed by a colon and then the
matter is indicated. It is like the title of a report indicating the contents. For example:
Subject: Your order No. C 317/8 dated 12th March 2016.
Subject: Enquiry about Samsung Television.
Subject: Fire Insurance Policy.
vi) Salutation: This is placed below the inside address. It is usually followed by
a comma (,). The choice of salutation would depend upon your relationship with the
receiver and the form of inside-address. If you are addressing an organization
(company, society, association, club, agency) you use for example: Dear Sirs/ Dear
Madam – for addressing a firm or company. Sir/Madam – for official and formal
correspondence. If you are addressing the officer by name you may use any of these
– Dear Rajesh/Dear Rajeshwari – (Informal), Dear Shri Rampal/Dear Smt. Seema –
(Formal), My Dear Shri Raghvendra/ My Dear Smt. Shubhangi –(Semi-formal). The
circulars sent for sales promotion or for promotion of data from a large population
have salutations such as ‘Dear Customer’, ‘Dear Reader’, ‘Dear Subscriber’, ‘Dear
Member’ etc.
vii) Body of the letter: This comes after salutation. The body contains the
message of the letter. It is generally made up of three parts
(a) Opening Part – It is the introductory part of the letter. It is an introductory
statement specifying the nature of the business or the occasion for writing the letter.
In this part, attention of the reader should be drawn to the previous correspondence,
if any. For example – with reference to your letter No. 360 dated 12th March 2016, I
would like to draw your attention towards the new brand of Sedan Car.
(b) Main Part – This part usually contains the subject matter of the letter. It
should be precise and written towards in clear words – the message that you are
conveying along with essential details.
(c) Concluding Part – It contains a statement of the sender’s intentions, hopes
or expectations concerning the next step to be taken. Further, the sender should
always look forward to getting a positive response. The concluding remarks indicate
what action you wish the addressee to take. At the end, terms like – Thanking you,
with regards, With warm regards may be used.

132
 vii) Complementary Close: It is a formal and a polite way of ending a letter. It
must be in accordance with the salutation. The first letter of the first word of a
complementary close is written in capitals and a comma is put at the end of the last
word. For example:
Salutation Complementary close
i) Dear Sir/Madam Yours faithfully, or Your truly
ii) Dear Mr. Raj Yours sincerely,
iii) My Dear Akbar Yours very sincerely, (express very informal relations)
iv) Dear Customer Yours sincerely,
Some organizations write ‘Sincerely’ or ‘Faithfully’ first and put ‘yours’ later.
ix) Signature: It is written in ink, immediately below the complementary close.
As for as possible, the signature should be legible. The name of the writer should be
typed immediately below the signature. The writer’s designation/division/
department is given below the typed name. For example:
Yours faithfully,
For M/S Acron Electricals
(Signature)
SUNIL KUMAR
Partner
xi) Enclosures: If the documents attached are important, they are specifyied.
This is required when some documents like cheque, draft, bills, receipts, lists,
invoices etc. are attached with the letter. These enclosures are listed one by one in
serial numbers. For example :
Encl. : i) Demand Draft No A 32926 dated 21 November, 2016
ii) The list of goods received
iii) A cheque for Rs. One Thousand dtt. Feb. 27, 2016 (Cheque No …)
towards payment for goods supplied.
xii) Identification Mark: These are the initials of the typist, and they appear just
above the ‘Enclosure’, if any. This is required when the writer wants to add
something, which is not included in the body of the letter. It is expressed as P.S. For
example :
133
 P.S. – In our office, we provide two years warranty.
xiii) Copy Circulation: This is required when copies of the letter are also sent to
persons apart of the addressee. It is done as C.C. For example :
C.C. i) The Chairman, Electric Supply Corporation
ii) The Director, Hiranyakishi Foundation
iii) The Secretary, Sarvodaya Education Society
Self Check Progress-I
i) Explain the essential parts of a Business Letter with the help of a specimen.
ii) What is meant by business correspondence?
iii) Write a brief note on the various types of business Letters.

II Types of Business Letters:

Business letter are written for the fulfillment of several purposes. The purpose
may be to enquiry about a product to know its price and quality, availability, etc.
This purpose is served if you write a letter of enquiry to the suppliers. After receiving
a letter the supplier may send you details about the product as per your query. If
satisfied, you may give order for supply of goods as per your requirement. After
receiving the items, if you find that the product is defective or damaged, you may
lodge a complaint. These are the few instances in which business correspondence
takes place. Let us learn the details about some important business letters.
i) Business Enquiry Letter:
A letter of ‘enquiry’ is written to seek information from other organizations.
Sometimes prospective buyers want to know the details of the goods which they
want to buy, like quality, price, mode of delivery and payment, etc. They may also
ask for a sample. The letter written to seller with one or more of the above purposes
is known as enquiry letter. Each enquiry letter should be drafted keeping points in
view are - 1) Indicate the nature of enquiry at the beginning 2) State reason for the
enquiry 3) Clearly state what information you are seeking 4) Close with a statement
which would elicit quick response

134
A Specimen Letter of Enquiry:
Bharat Trading Company
415, B Madhav Road,
Sadashiv Peth, Pune – 5
Tel. – (020)23241053 E-mail : [email protected]
__________________________________________________________________
Ref. BTC/W/ 2016/211 Date : 15th Dec, 2016
Sales Manager,
Titan Quartz,
Sona Towers,71,
Miller Road,
Mumbai – 52.
Subject: Enquiry about the price of watches.
Dear Sir,
We are dealing in retail trade of wrist watches. We would be interested in
selling your products, Bharat Trading Company through our retail showroom.
We understand that TATA has introduced new types of world class Titan
Quartz Watches. We shall appreciate detailed information about each of the Titan
Quartz Watches along with the illustrated catalogue and price-list. We also want to
know about the guarantee for each of the quartz watches.
Could you, therefore, send us your quotations and let us know the terms and
conditions of the payments.
We hope that this enquiry of ours will receive your prompt and best
attention.
Thanking you,
Yours faithfully,
For Bharat Trading CO.
Sd/-
(R. Somanath)

135
Reply:
After receiving the letter of enquiry from a perspective buyer, the sellers supply
the relevant information by a reply letter which is called a quotation letter.
TITAN QUARTZ
Sona Towers. 71, Miller Road,
Bangaluru – 560052
__________________________________________________________________
Ref. SL/F 2016/12 Date : 4th Jan, 2017
M/s Bharat Trading Company,
415, B, Madhav Road,Sadashiv Peth, Pune – 5.
Subject: Your letter No. BTC/W 2016/211 dated December 15, 2016
Dear sir,
Thank you for your enquiry of 15th December 2016…., for Titan Quartz
Watches. We are happy to learn about your interest in world class quartz watches.
We would be glad to meet your requirement of selling our watches in your retail
showroom.
Our quotations are given in the price-list enclosed. We have introduced an
international collection of over 350 fine quartz watches pricing Rs. 380 onwards.
With Titan Quartz, the customer has the Tata assurance of many years of faultless
performance. Every Titan Quartz Watch is guaranteed for two years. Our after
sales network offers service with speed and economy.
We are confident that you will find price competitive and our terms and
conditions reasonable. We look forward to meeting your requirement will have our
prompt and careful attention.
Thanking you.
Yours faithfully,
For Titan Quartz
Sd/-
(Des Gupta)
Sales Manager.
Encl : Price List & Terms and Conditions.

136
ii) Letters of Complaint:
In any business, there will be some mistakes and mishaps. You may not get
the goods and services as you had expected and ordered. If thing go wrong on your
order, you have to inform the suppliers about the problem and see that the faults are
correcting and adjustments are made. When a buyer discovers any mistake or
discrepancy, he brings it to the notice of the supplier by writing a complaint letter.
The following is a specimen complaint letter :
Ferguson College Pune
FC Road, Deccan
Pune – 5
________________________________________________________________
Ref. FCP/Lib/25/20016 Date : 2nd January, 2016.
M/s Trinity Books Sellers,
M. G. Road, Delhi – 110005.
Subject: Regarding damaged books supplied.
Dear Sirs,
Thank you very much for the dispatched of 150 books for which we had
placed with you an order in our letter dated 25th November 2015.
But, on opening the package, it is found that two copies of ‘Personnel
Management’ and four copies of ‘Tempest’ are damaged. These books are so badly
damaged that they are of no use to us.
We request you, therefore, to replace them immediately or send us credit
note for the account of six books. We shall return these damaged copies on hearing
from you.
Thanking you.
Yours faithfully,
Sd/-
Rajaram Savekar
Librarian Ferguson College, Pune.

137
Reply:
Trinity Book Stores
M. G. Road, New Delhi – 5
__________________________________________________________________
Ref. TBS/ Sell/251/2016 Date : 07th January, 2016.
The Librarian,
Ferguson College, Pune
FC Road, Deccan, Pune – 5
Subject : Damaged books.
Reference : Your letter No. FCP/Lib/25/20016dated 2nd January, 2016.
Dear Sir,
We are sorry to learn from your letter of 2nd January 2016 that some of the
books supplied to you were damaged when they reached you.
We regret that you should have a cause to complain about the damaged
books. We have already sent the replacement by a parcel post this morning. We
hope the steps we are taking for improving the packing will ensure the safe arrival
of all your orders in future.
Thanking you.
Yours faithfully,
Sd/-
N. Swamy
Proprietor, M/s Trinity Book Stores.

Self Check Progress : II

i) Subhash Textile Co, Ltd. Ichalkaranji is interested in buying twenty water
coolers to be placed in different parts of the office and factory for use of
employees. Write a letter of enquiry to be sent to six firms inviting quotations
for the water-coolers.
ii) Write a Reply to above Enquiry Letter.

138
iii) Assume that 12 room-heaters out of 50 have been received by your firm in
damaged condition from Jupiter Electricals Appliances Co. Ltd., 26 Park Street,
Kolkata. As the Manager of your firm, write a complaint letter to the supplier,
seeking replacement for the damaged goods. Imagine necessary details.
iv) As Sales Manager of Jupiter Company, draft a reply offering replacement.
III Mass Communications: Circular Letters
When a businessman has to communicate a formal message to a number of
customers, shareholders, suppliers, business friends, employees etc., he sends it
through circular letters. It conveys the message about certain fundamental changes in
the structure and policy of the business organization. It circulates the same message
to all the receivers. Its subject-matter is of common interest to all the customers and
other business associates. It is cyclostyled or printed on large scale because the same
message is transmitted to several receivers. Circular letters are advantageous
especially because it saves time and money. A large number of circular letters can be
dispatched in a day.
Circular are also called Acknowledgement Letters. It must have an attractive
style, effective language, appropriate meaningful and catchy words suitable tone and
‘you’ attitude. A circular letter introduces a new product or service. It contains a
common message. Circular letters are sent out on the occasions - 1. Change in
Address. 2. Opening of New Departments, Shops, Branches and Expansion of
Premises. 3. Introducing a New Product. 4. Announcing Rise or Reduction in Prices.
5. Announcing the Agency Obtained. 6. Announcing Retirement or Death of Partner.
7. Admission of a New Partner. 8. Change in Constitution of the Firm.
Let us now have a look at some of these letters.
i) A Circular Letter Informing Change in Address :
SHRI MARUTI-SUZUKI AUTO LTD.
Old PB Road, Near Hotel Opal Kolhapur – 5
January 12, 2016.
Dear Customers,
We have pleased in informing you that from 1st February 2016 we are

139
 shifting to the following address :
Maruti-Suzuki Auto Ltd.,
Plot No. 1206, Shiroli M.I.D.C.,
New Highway, Kolhapur – 10
At our new premises, we have a specious accommodation and all the
necessary facilities to serve our customers. We look forward to your next visit to
us at the earliest convenient time.
Please ensure that all your correspondence is sent to our new address. Our
new Phone No. are (0230) 2462757/8/9.
Thanks.
Your faithfully,
M. K. Desai
Manager
Maruti Suzuki Ltd.

ii) Circular Letter Informing Opening a New Branch:

NAYANA ELECTRONICS
5, Vidyanagar, Vinayak road,
Mumbai – 58
Date : 28th July, 2016.
Gentlemen,
We are pleased to inform you that we are opening a new branch of
wholesale electronics store on 15th August, 2016. The name and address of the new
branch is given below :
NAYANTARA ELECTRONICS
7, Vijaya Bazar,
Ferguson Road, Deccan, Pune – 20.
At this new branch, all our well-known goods and services will be available.
As this place is spacious, we are able to receive our customers more conveniently

140
at the counter. We have also arranged customer’s waiting room and show room at
this branch. Our branch manager Mr. S. K. Desai and his assistants eagerly await
your visit. They will be very happy to receive you at the counter.
For Nayana Electronics,
S. K. Desai
Manager.

iii) Circular Letter Announcing the Retirement of a Partner :

PATEL, PRASAD AND CO.
Babubhai Bhulabhai Road, Mumbai – 15
20th Feb, 2017.
Dear Sir/Madam,
We regret to inform you that Mr. J. N. Patel, an active and valued partner of
this firm is retiring due to old age. Mr. Patel had been working with us for last
twenty-five years and he is quite familiar to our customers. His pleasant, courteous
and friendly nature had made him popular. But, in resent past, his family doctor
has asked him to take complete rest due to his ill-health. However, he will be
associated with our firm in an advisory capacity.
Though Mr. Patel has retired, the firm will continue to do business under
the same old name. His son Mr. Harshad Patel will sign as the Manager Partner.
He is a young man with innovative. He will be filling the vacancy created by his
father. We request you to extend your usual patronage to us.
Yours faithfully,
P. L. Prasad
Managing Partner
Patel, Prasad and Co.

141
iv) A Circular Letter Informing Increase in Price :
RAJ ELECTRICALS AND CO.
Shop No 16, Chhatrapati Shahu Cloth Market,
Laxmipuri, Kolhapur
10th June, 2016.
Gentlemen,
We are thankful to your performance for our electrical goods. As you know
we always keep on improving the quality for our products and our services. Now
we have been striving to give you better and still better models of LED Bulbs and
Tubes. You will be glad to know that for the increase in production and quality
control, we have improved latest technology. This has resulted in marginal
increase in our prices ranging 10% to 15% on the items shown in the enclosed
price-list.
We are confident that this marginal increase in prices will not affect our
business relationship.
We look forward to your continued patronage.
Thanking you.
Sincerely yours,
Mr. Raj Shaha
Manager,
Raj Electricals and Co.

Self Check Progress : III

i) Draft a circular letter announcing expansion of business and opening of a new
branch at Pune Aundh. Imagine all the necessary details.
ii) Write a circular letter announcing retirement of the Founder Partner Mr. J. R.
Ghatage who is the old partner of Messrs. Ghatage Patil and Company,
Kolhapur.

142
iii) Force Motors, Pune has decided to shift the Main Sales department from Udyam
Nagar to Shiroli MIDC Industrial Area. Draft a circular letter announcing
shifting of the location. Imagine necessary details.
iv) M/s. Bharat Enterprises announces the death of a partner, Mr. J. M. Patel – who
was one of the founder partners of the form. Draft a circular letter announcing
death of this partner.

IV Social Communication Letters to Maintain Good Will:

Businessmen have to write a number of letters relating to their own and
organization’s social life. Most persons are members of professional organizations of
fraternities; as office-bearers or committee members. They have to write letters to
fulfil social obligations which may not be directly related to your professional work.
Nonetheless, writing such letters is essential to maintain smooth and cordial
relationship with their counterparts in other organizations and also with employees of
their own organization. Letters of congratulations, thanks and appreciation; of
recommendation, introduction, inviting; of sympathy, regret and condolence; are
some kinds of social correspondence.
The public letters are also called social letters. The Public Relations Department
works to build goodwill. The public letters are addressed to business associates,
colleagues, and friends. Let us study some of these types.
i) Letters of Congratulations:
The letter below is example of honesty felt joy in another’s success. The letter
addressed to a customer who gets elected as a President of Mumbai Chember of
Commerce.
GANESH SOFTWARE
M. G. Road, Ganpati Peth,
Andheri West, Mumbai – 88
28th July, 2017.
Dear Mr. Bose,
I have been glad to know this morning that your election as president of

143
Mumbai Chamber of Commerce. Congratulations on this splendid recognition of
your ability. It shows the high esteem in which your fellow businessmen hold you.
From our close relationship with you for almost twenty years, my
colleagues and I know how well suited you are for this important work. We are
sure your term of office will be one of the great values to the business community.
Thanking you.
Sincerely yours,
R. Prasad
For Ganesh Software,
C.E.O.
A congratulatory letter need not contain the word “Congratulation.” It can
convey the message by its tone and the manner in which it takes note of the
achievement.
Reply:
29th July, 2017.
Dear Mr. Prasad,
Thank you very much for your good wishes. The kind thoughts of
friendslike you would help me in discharging my duties efficiently in my new
position. I hope I would be able to meet the expectations of the new assignment
and maintain the high standard of professional excellence established by my
predecessors.
With kind regards,
Yours sincerely,
L. P. Bose.

144
ii) Invitations :
22nd June, 2016.
Dear Shri Kumar,
Could you please give us the pleasure of your company at lunch on Sunday
th
27 January, 2016, at 1 p.m.?
We have arranged it at Volga on Clive Road. I have asked a few other
common friends to join.
Please do reply or just confirm on the phone your acceptance.
With best wishes,
Yours sincerely,
Sumant Singh

Acceptance:
25th Jan, 2016.
Dear Shri Singh,

Many thanks for your invitation to lunch. I shall be happy to have it with
you on 27th January. I look forward to meeting you and other friends.
With best wishes,
Yours sincerely,
D. Kumar.

Regret:
25th Jan, 2016.
Dear Mr. Singh,
Thank you very much for your invitation to lunch on 27th January. I am
afraid I would not be able to make it as I shall be out of town on that date for
important business meeting.

145
 I know I am going to miss the delicious food of Volga and the warmth of
your company. I hope I can look forward to some such occasion I future.
With best wishes,
Yours sincerely,
D. Kumar.

iii) Letter of Thanks:

When someone has rendered a service or participated as a guest in a programme,
then courtesy requires that a “thank you” letter should be sent immediately after the
event. The following is a specimen :
20th Aug, 2016.
Dear Dr. Thakur,
I write on behalf of Dr. Ghali College, Gadhinglaj, to express our sincere
appreciation of your time and trouble in participating in our Workshop on
“Challenges before Super Power India” on last Friday. The fact that you have
changed your other appointments to be with us, speaks highly of your commitment
to the education and training of young people.
We do hope you will honour us with your presence again at similar
programmes.
With best regards,
Your sincerely;
Shri. M. A. Patil
Coordinator

iii) Letter of Appreciation:

Everyone likes to receive a letter of ‘appreciation’. Such letters do a great deal
for the spirit of understanding. Letters of Appreciation should be written with
genuine and sincere feelings. They are similar to “Thank You” letters.

146
 Mohite Textiles ltd.
D-2 MIDC Shiroli,
Kolhapur -12
15th Dec, 2016.
Dear Mr. Shastri,
Thank you very much for the excellent exposition of the subject of Training
the Office People, during the fifteen-day course you gave. We have gained much
that will be useful to us in our career. Above all, we appreciate the patience and the
skill with which you ensured that each participant went through some practical
experience.
We once again highly appreciate for your professional services and the
good will you have earned for our organization. Among the things, we carry back
with us is the remembrance of your interesting and informative lectures.
We look forward to meeting you soon.
With warm regards,
Yours sincerely,
R. Y. Shinde
Manager
For Mohite Textiles.

iv) Letter of Condolence and Sympathy:

Letters of condolence express one’s sympathy with the relatives of the
deceased. These letters are to be written soon after misfortune of any kind or the sad
news of the death of a person. The letter of condolence should be short and simple. It
may include a suitable tribute, or a few words of praise for the person whose death
has occurred. It is addressed to an employee or to another businessman or business
associate. The following is a specimen:

147
a) Letter of Condolence on the death of an Employee
22nd Feb, 2016.
Dear Smt. Khandelwal,
It is with great grief and shock that I learnt about the passing away of your
husband. We know that he had been ailing for some time but none could imagine
that he would suddenly leave for heavenly abode.
My feelings of grief and anguish are shared by my colleagues and all those
who knew him. They join me in conveying to you our heartfelt condolence. We
pray to God to grant you fortitude to bear the irreparable loss.
Please accept our deepest sympathies for the death of a fine man. May God
rest his soul in peace.
I am here enclosing a copy of the Condolence Resolution passed by the
Employee’s Union of the Company.
With kind regards,
Yours sincerely,
Shantanu Dutta.

Reply:
26th Feb, 2016.
Dear Shri Dutta,
Thank you for your letter conveying your sympathy at the loss of my
husband. It gives me some comfort to know that so many of you share my grief
and stand by me and my family in this hour of sorrow.
With kind regards,
Yours sincerely,
(Smt.) Deepa Khandelwal.

148
b) Letter of Sympathy:
27th Aug, 2016.
Dear Mr. D’Souza,
I was very sorry to learn that you had to be hospitalized yesterday. I do hope
that you will be feeling better by the time you get this note.
An active person like you will be impatient to get back to normal activity,
but I am sure you will also realize the importance of complete rest until you get
back your strength.
My best wishes for your speedy recovery. We are all with you in this hour
of need.
With kind regard,
Sincerely yours,
B. M. Sihna

Self Check Progress- IV

i) The Chief Accountant of your firm lost his son in an accident. Write a letter of
condolence to be sent to him as the owner of the firm.
ii) A senior Salesman of your company has had a bad accident at Sangali while on
a sale visit, and has been hospitalized there. Write a letter assuring him of all
care of himself and attention to his family’s needs.

5.3 Key to self-check Progress.

Self check I
I) The essential parts of a Business letter with the help of a specimen
Q. Write a letter to book hotel accommodation for the guests of your company.
You are the manager of Aradhana Auto-mobile company Ichalkaranji. You can
reserve accommodation for your guests for business correspondence.
1) Use letter format /letter pad/Name of the company

149
 letter ARADHANA AUTO MOBILE COMPANY ICHALKARANJI
format 416115.
Outword No.216.2018-19 Date.10/12/2018.
Address The Manager,
Hotel Rajadoot,
Ichalkaranji.
Subject Sub : Regarding to book hotel accommodation

Salutation Sir,
Main Kindly reserve a VIP suite for our guests for 2 days from 2nd Jan,
body 2018 to 3rd Jan, 2018. The suites is being booked for Mr. and
Mrs. Hirachand Bargale, who will arrive at the hotel 2th Jan at 8
am and will stay until 4th morning. You are requested to charge
our account with you for the expenses and the room charges.
Closing With regards,
Yours faithfully,
Manager,
HR.
Aradhana Automobiles.
Ichalakaranji.

II) Business Correspondence means the exchange information in a written format

for the process of business activities Business Correspondence Communication
through exchange of letter is know as correspondence.
Business correspondence can take place between organizations, within
organizations or between the customers and the organization. The correspondence
refers to the written communication between persons.
A business correspondence has number of importance. Its most important
feature is to ease of reaching and communicating with different parties. It is not
always possible to meet persons, face to face. A business correspondence helps to
meet some organizational gools.

150
The five most common types of business correspondence
1) Internal correspondence
2) External correspondence
3) Sales correspondence
4) Personalized correspondence
5) Circulars
There are many standard types of business letters
1) Sales Letters
2) Order Letters
3) Complaint Letters
4) Adjustment Letters
5) Inquiry Letters
6) Follow - Up Letters
7) Letters Of Recommendation
8) Acknowledgement letters.
III) Types of business letters
Business letters are written for the fulfillment of several purposes. The purpose
may be to enquire about a product to know its price and quality, availability etc.
This purpose is served if you write a letter of enquiry to the suppliers. After
receiving a letter the supplier may send you details about the product as per your
query. If satisfied, you may give order for supply of goods as per you requirement.
After receiving the items, if you find that the product is defective or damaged, you
may lodge a complaint. These are the few instances in which business
correspondence takes place.
The tern ‘business letters’ refers to any written communication that begins with
a salutation and with a signature and whose contents are professional in nature.
Historically business letters were sent via postal mail or courier, although the internet

151
is rapidly changing the way business communicate . There are many standard types
of business letters.
a) Sales letters :
These letters include strong calls to action, detail the benefit to the reader of
taking the action.
b) Order letters :
These letters must contain specific information such as model number, name of
the product, the tuanitily desired and expected price.
c) Complaint letters :
A buyer discovers any mistake or discrepancy, he brings it to the notice of the
supplier by writing a complaint letter.
d) Adjustment letters :
An adjustment letter is normally sent in response to a claim or complaint
e) Inquiry letters :
Inquiry letters ask a question or elicit information form the recipient.
f) Follw-up letters :
Follw-up letters are usually sent after some type of initial communication. These
letters are a combination thank you note and sales letter.
g) Letters of recommendation :
This type of letter is usually from a previous employer or professor, and it
descries the sender’s relationship with and opinion of the job seeker.
h) Acknowledgment letters :
Acknowledgment letters act as simple receipts.
i) Cover letters :
Cover letters usually accompany a package report or other merchandise. These
types of letters are generally very short and succinct.

152
j) Letters of Resignation:
An employee plans to leave his job. A letter of resignation is usually sent to his
manager.
Self check Progress-II
I)

SUBHASH TEXTILE CO.LTD. Industrial estate,

Ichalkaranji, Dist. Kolhapur
__________________________________________________________________
Outword No. 210/2018-19 Date : 1st Jan, 2019.
The manager,
M/S Riya Arya Aqua Industries,
25, MIDC Kagal Hatkanangale,
Kagal - 416117.
Sub: Inquiry about Riya Arya Aqua water co
Sir,
Our company is one of the leading company in Ichalkaranji. We would like
to purchase twenty water coolers to be set up in various parts of our office.
Therefore, we request you send documents regarding the available models, features
and prize list and ablige.
with regards.
Yours faithfully,
Sd/-
(A.B.Sharma )
Chief officer purchere

153
II)

M/S RIYA ARYA AQUA INDUSTRIES

25, MIDC, Kagal-Hatakanagale, Kagal - 416117
Phone No.
_________________________________________________________________
Outword No. 87/2018-19 Date : 15th Jan, 2019

The Manager,
Subhash Textile Co.Ltd.,
Ichalkaranji - 416 115.
Sub: Your letter of Inquiry
Sir,
Thank you very much for your letter of inquiry in our water cooler.
We have five different models of water colores. we are sending the
documents regarding the models, features and prize list. Thank you once again to
show interest in our products.
With regards.
Yours faithfully,
Sd/-
A.Y.Patil
Supply Dept.
Encl.

1) Quotation of models
2) Prize list.

154
III)

YASH ELECTRICALS
9/63, Shivaji Peth, Pune
Phone No. 0230-24830210
__________________________________________________________________
Outword No. 416/2018-19 Date : 1st Feb, 2019
The Manager,
Jupiter Electricals Appliances Co.Ltd.,
26, Park Strect, Kolkata.
Sub: Regarding damaged goods supplied.
Sir,
Thank you very much for the dispatch 50 room heaters for which we had placed
with you an order dated 30/12/2018.
But, on opening the package, it is found that 12 room heaters are damaged. These
heaters are so badly damaged that they are of no use to us.
We request you to replace them or send us credit note for the account. We shall
return these damaged heaters.
With regards.
Yours faithfully,
Sd/-
Anil Shaha

155
IV) A reply Offering replacement.

Jupiter Electrical Appliances Co. Ltd.

26, Park Strect, Kolkata
Phone No. 0230-2485422
__________________________________________________________________
Outword No. 213/2018-19 Date : 8th Feb, 2019

The Manager,
Yash Electricals,
9/63, Shivaji Peth,
Pune.
Sub: Damaged Goods
Ref. Your outword No. 416/2018-19 dt.01/02/2019
Sir,
We are sorry to learn from your letter of 1st Feb, 2019 that some room
heaters supplied to you were damaged.
We regret that you should have a cause to complain about the damaged
heaters. We have allready sent the replacement by a parcel post this morning. we
hope the steps we are taking for improving the packing will ensure the safe arrival
of all your order in future.
With regards.
Yours faithfully,
Sd/-
Raju Sharma
Sales Manager

156
Self Cheek III)
I)

Popular Automobile
MIDC, Shirol, Dist.Kolhapur.
Phone No. 02304-992262
__________________________________________________________________
Outword No. 210/2018-19 Date : 23rd March, 2019

Circular
To : All the parties/Companies/Customers
We are pleased to inform you that we are opening a new branch on 1st
April, 2019. The name and address of the new branch is given below.
Address :
Shri Popular Automobile,
8/716, Aradhana Complex,
Aundh, Pune - Phone No. 020-2551312.
Our all well-know goods and services will be available.
With regards.
For, Popular Automobile
Sd/-
P. S. Patil
Manager

157
II)

Ghatage Patil and Co.

Shivaji Nagar, Kolhapur.

Pin. No. 416007 Ph.No.0231-232040

__________________________________________________________________

Outword No. 217/2018-19 Date : 30th March, 2019

Circular
To : All the parties/Companies/Customers

We regret to inform you that the founder partner Mr.J.R.Ghatage is retiring

on 31/01/2019. He had been working with us for last 30 years. His pleasant,
courteous and friendly nature had made him very popular. However he will be
associated with our firm in all advisory capacity.

The firm will continue to do business under the same old name. His son
Hasmukh Ghatage will sign as the manager. We request you to extend your usual
patronage to us.

With regards.

Yours faithfully,
Sd/-
S.R.Mohite
Managing Partner

158
III)

Force Motors Pune

9/31, Udyam Nagar, Kolhapur.
Phone No. 0231-248523
_________________________________________________________________
Outword No. 313/2018-19 Date : 15th March, 2019

Circular
To : All the parties/Companies/Customers

We are pleased to inform you that from 1st April, 2019. We are shifting to
the following address.
Address
Force Motors, Pune
416, MIDC, Shiroli, Kolhapur.
Ph.No.0231-2651314
We look forward to your next visit to us at the earliest convenient time.
With regards.
Yours faithfully,
Sd/-
M.R.Patil
Manager
Force Motors

159
IV)

M/s. Bharat Enterprises

13, MIDC, Kagal - Hatakanangale, Kagal.
Phone No. 0230-445421
_________________________________________________________________
Outword No. 228/2018-19 Date : 13th Jan, 2019

Circular
To : All the parties/Companies/Customers

We regret to inform you the sad demise of Mr.J.M.Patel who was one of
the founder partners of our firm.
He has guided us from first day of our company. His valuable guidance to
develop this firm. The firm can never forget his contribution. We express our
deep regret.
With regards.
Yours faithfully,
Sd/-
Shri Patel
Manager

160
IV) Self Check
I)

Kiran Gas Agencies

8/6, Sambhaji Chowk, Ichalkaranji
Phone No.0230-2483521
_________________________________________________________________
Outword No. 317/2018-19 Date : 15th March, 2019

Mr.M.A.Patil,
The Chief Accountant,
Kiran Gas Agencies,
Ichalkaranji.

Sir,
Today, I heard very sad news about your son has passed away in a
accident. I pray to for rest of his son in heaven.
He is a very kind son. He loves everyone. He supports in every critical
matter. So, it is our great loss. Now you cure everyone in your family.
We always with you!
Yours faithfully,
Sd/-
Manager
Kiran Gas Agencies

161
II)

Raj Electrical Sales and Service Company

Shivaji Road, Kolhapur.
Phone No. 0231-248321
_________________________________________________________________
Outword No. 125/2018-19 Date : 9th May, 2019

Mr.S.A.Patil,
Kagal.

Sir,
I was very sorry to learn that you had to be hospitalized due to accident at
Sangali. I do hope that you will be feeling better by the time you get this note. An
active person like you will be impatient to get back to normal activity.
Accept my best wishes for your speedy recovery. we are all with you in
this hour of need.
with regards.
Yours faithfully,
Sd/-
H.B.Shaha

162
5.4 Summary:
In this unit you learnt how to write business correspondence letters. There are
two types of letters , personal or informal letters and business or formal letters. We
communicate our feelings and thoughts to our friends and relatives through letters is
called personal or informal letters. A businessman also writes and receives letters in
day-to-day transactions which is called business letter. Business letters are the most
formal methods of communication and follow specific formats. You have studied
some letters of business letters, mass communication letters and social
communication letters.

5.5 Exercises:
i) Write a letter of Congratulations to Dr. R. S. Patil who was a Production
Manager and has been promoted to the Post of Managing Director of the Godrej
Food India Company.
ii) Draft a circular letter announcing expansion of business and opening of a new
branch at Gadhinglaj. Imagine all the necessary details.

163