商業信函寫作: Guide to Basic Business Letters

From Kenneth Beare

The Basics

The basics of good business letter writing are easy to learn. The following guide provides the phrases that are usually found in any standard business letter. For more detailed help with standard business writing skills, I highly recommend these business English books. By using these standard phrases, you can give a professional tone to your English business letters. These phrases are used as a kind of frame and introduction to the content of business letters. At the end of this guide, you will find links to sites that give tips on the difficult part of writing successful business letters Carguing your business objective.[/FONT]

The Start

Dear Personnel Director,
Dear Sir or Madam (use if you don't know who you are writing to)
Dear Mr, Mrs, Miss or Ms (use if you know who you are writing to, and have a formal relationship with - VERY IMPORTANT use Ms for women unless asked to use Mrs or Miss)
Dear Frank (use if the person is a close business contact or friend)[/FONT]

The Reference

With reference to your advertisement in the Times, your letter of 23 rd March,
your phone call today,
Thank you for your letter of March 5 th.[/FONT]

The Reason for Writing

I am writing to enquire about
apologize for
confirm[/FONT]

Requesting

Could you possibly?
I would be grateful if you could[/FONT]

Agreeing to Requests

I would be delighted to[/FONT]

Giving Bad News

Unfortunately
I am  that[/FONT]

Enclosing Documents

I am enclosing
Please find enclosed
Enclosed you will find[/FONT]

Closing Remarks

Thank you for your help Please contact us again if we can help in any way.
there are any problems.
you have any questions.[/FONT]

Reference to Future Contact

I look forward to ...
hearing from you soon.
meeting you next Tuesday.
seeing you next Thursday.[/FONT]

The Finish

Yours faithfully, (If you don't know the name of the person you're writing to) Yours sincerely, (If you know the name of the person you're writing to) Best wishes,
Best regards, (If the person is a close business contact or friend)[/FONT]

Here is a sample letter using some of these forms:

Ken's Cheese House
34 Chatley Avenue
Seattle, WA 98765
Tel: (206) 456 8967
Fax: (206) 456 6745
Email: kenny@cheese.com

Fred Flintstone
Sales Manager
Cheese Specialists Inc.
456 Rubble Road
Rockville, IL 896756

Dear Mr Flintstone:

With reference to our telephone conversation today, I am writing to confirm your order for: 120 x Cheddar Deluxe Ref. No. 856

The order will be shipped within three days via UPS and should arrive at your store in about 10 days.

Please contact us again if we can help in any way.

Yours sincerely,

Kenneth Beare
Director of Ken's Cheese House [/FONT]

Enquiries - Asking for Information  

We write an enquiry when we want to ask for more information concerning a product, service or other information about a product or service that interests us. These letters are often written in response to an advertisement that we have seen in the paper, a magazine, a commercial on television when we are interested in purchasing a product, but would like more information before making a decision.

Remember to place your or your company's address at the top of the letter (or use your company's letterhead) followed by the address of the company you are writing to. The date can either be placed double spaced down or to the right.

Important Language to Remember

The Start: Dear Sir or Madam
To Whom It May Concern - (very formal as you do not know the person to whom you are writing)

Giving Reference: With reference to your advertisement (ad) in...
Regarding your advertisement (ad) in ...

Requesting a Catalogue, Brochure, Etc.: After the reference, add a comma and continue - ... , would (Could) you please send me ...

Requesting Further Information: I would also like to know ...
Could you tell me whether ...

Signature: Yours faithfully - (very formal as you do not know the person to whom you are writing) [/FONT]

An example letter

Kenneth Beare
2520 Visita Avenue
Olympia, WA 98501

Jackson Brothers
3487 23rd Street
New York, NY 12009

September 12, 2000

To Whom It May Concern:

With reference to your advertisement in yesterday's New York Times, could you please send me a copy of your latest catalogue. I would also like to know if it is possible to make purchases online.  

Yours faithfully  

(Signature)

Kenneth Beare
Administrative Director
English Learners & Company [/FONT]

Responding to Enquiries and Requests for Information  

It is very important to make a good impression when responding to enquiries from potential customers. Of course, the best impression will be made by providing the materials or information that the perspective client has asked for, this positive impression will be improved by a well written response.

Remember to place your or your company's address at the top of the letter (or use your company's letterhead) followed by the address of the company you are writing to. The date can either be placed double spaced down or to the right. You can also include a reference number for correspondence.

Important Language to Remember

The Start:
Dear Mr, Ms (Mrs, Miss VERY IMPORTANT use Ms for women unless asked to use Mrs or Miss)[/FONT]

Thanking the Potential Customer for His/Her Interest:
Thank you for your letter of... enquiring (asking for information) about...
We would like to thank you for your letter of... enquiring (asking for information) about...[/FONT]

Providing Requested Materials:
We are pleased to enclose...
Enclosed you will find...
We enclose...[/FONT]

Providing Additional Information:
We would also like to inform you ...
Regarding your question about ...
In answer to your question (enquiry) about... [/FONT]

Closing a Letter Hoping for Future Business:
We look forward to ... hearing from you / receiving your order / welcoming you as our client (customer).[/FONT]

Signature:
Yours sincerely
(remember use 'Yours faithfully' when you don't know the name of the person you are writing and 'Yours sincerely' when you do.[/FONT]


An example letter

Jackson Brothers
3487 23rd Street
New York, NY 12009

Kenneth Beare
Administrative Director
English Learners & Company
2520 Visita Avenue
Olympia, WA 98501

September 12, 2000

Dear Mr Beare

Thank you for your enquiry of 12 September asking for the latest edition of our catalogue.

We are pleased to enclose our latest brochure. We would also like to inform you that it is possible to make purchases online at http:\\jacksonbros.com.

We look forward to welcoming you as our customer.  

Yours sincerely  

(Signature)

Dennis Jackson
Marketing Director
Jackson Brothers[/FONT]

[:455:]    [:474:]    [:455:]    [:474:]    [:455:]    [:474:]

Business Letter Writing: Orders

The following letters place product orders.

Useful Key Phrases

Would you please send ...
According to your website / magazine / leaflet, ...
COD (cash on delivery)
NOTE: The intials at the bottom of the letter indicate who the letter is from followed by who typed the letter - for example: from Ken Beare typed by Ron Easton = KB/re [/FONT]

Example Letters

May 23, 1999

Mr. Jack Brown,
Director
Used Books Online
Seattle, WA 98795

Dear Mr. Brown:

Would you please send me the following used books via COD? According to your Web site, orders nned to include the title, author, and publisher.

Title Author Publisher
"Driving Home" Peter Lawford Jackson and Co.
"Christmas Myth" Margaret Smith Smoothers
"Landscaping for Fun" Janet Patterson Nature Ltd.

Thank you very much,

(signature here)

Fred Finkleham,
Professor, OUS

FR/to[/FONT]

Business Letter Writing: Sales Letters  

The following letters introduce products for sales.

Useful Key Phrases

Are you having trouble ...
This is why it is important to have ...
At X, we have the skills and experience to ...
May we stop by and offer you a FREE estimate of how much it would cost to ...
If so, give us a call at X and set up and appointment with one of your friendly operators.[/FONT]

Example Letter

Document Makers
2398 Red Street
Salem, MA 34588

March 10, 2001

Thomas R. Smith
Drivers Co.
3489 Greene Ave.
Olympia, WA 98502

Dear Mr. Smith:

Are you having trouble getting your important documents formatted correctly? If you are like most business owners, you have trouble finding the time to economically produce good-looking documents. This is why it is important to have a specialist take care of your most important documents.

At Documents Makers, we have the skills and experience to come in and help you make the best possible impression. May we stop by and offer you a FREE estimate of how much it would cost to get your documents looking great? If so, give us a call at 789-8989 and set up and appointment with one of your friendly operators.

Sincerely,

(signature here)

Richard Brown
President

RB/sp[/FONT]

Claim Letters  

The following letters make claims against unsatisfactory work.

Useful Key Phrases

As someone who has worked with ...
we were very disappointed to find / see / have discovered ...
As our written agreement stipulated, we expected ...
I think you will agree that a communication problem exists.
We would like you to ..., or provide us with a refund.[/FONT]

Example Letter

Drivers Co.
3489 Greene Ave.
Olympia, WA 98502

August 17, 2001

Richard Brown, President
Document Makers
Salem, MA 34588

Dear Mr. Brown:

As someone who has worked with your company for over 3 years, we were very disappointed to see the documents you produced for our latest Drivers Co. publicity campaign.

As our written agreement stipulated, we expected full color leaflets with fancy explanatory texts, but instead, we found that black and white photos had been included in the prepared leaflets. I think you will agree that a communication problem exists.

We would like you to send out a photographer to provide us with the promised color coverage, or provide us with a refund.

Yours truly,

(signature here)

Thomas R. Smith,
Director[/FONT]

Claim Adjustment Letters  

The following letters adjust claims against unsatisfactory work.

Useful Key Phrases

I was very disappointed to read your letter of ... dealing with ...
As someone who values your business, I have already ...
Also, we will deduct another X percent of the bill for the misunderstanding.
Thank you for your patience.[/FONT]

Example Letter

Document Makers
2398 Red Street
Salem, MA 34588

March 10, 2001

Thomas R. Smith
Drivers Co.
3489 Greene Ave.
Olympia, WA 98502

Dear Mr. Smith:

I was very disappointed to read your letter of August 17 dealing with the issue of incorrectly produced publicity leaflets. As someone who values your business, I have already begun to find a solution to resolve this problem.

My top photographer will call you to arrange an appointment at your earliest possible convience to re-take photos in full color. Also, we will deduct another 15 percent of the bill for the misunderstanding. Thank you for your patience.

Sincerely,

(signature here)

Richard Brown
President

RB/sp

TRS/lj[/FONT]