Tiếng Anh thư tín thương mại

Business Correspondence in English
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Preface 4
Chapter One: THE STYLE OF THE LANGUAGE OF BUSINESS LETTERS 5
1.1 The language style 5
1.1.1 Simplicity 5
1.1.2 Courtesy 5
1.1.3 Clarity and accuracy 6
1.1.4 Brevity 6
1.1.5 Pertinence (Logic) 6
1.2 Example 8
1.3 Exercises 9
Chapter Two: PARTS OF A BUSINESS LETTER 11
2.1 Essential parts of a letter 11
2.1.2 References 12
2.1.3 Date 12
2.1.4 Inside address (Addressee / Recipient) 12
2.1.5 Salutations 13
2.1.6 Subject titles 13
2.1.7 Letter Body 13
2.1.8 Complimentary close/closure 13
2.1.9 Signature 14
2.1.10 ‘Per pro’ 14
2.1.11 Enclosures 14
2.2 Addressing envelope 15
2.3 Letter formats 16
2.3.1 Full-blocked format 16
2.3.2 Blocked format 17
2.3.3 Semi-blocked or modified blocked format (Indented layout) 18
Chapter Three: ENQUIRIES 19
3.1 Content requirements 19

3.2 Phraseology 19
3.2.1 Opening 19
3.2.2 Body 21
3.2.3 Closing 22
3.3 Points to remember 22
3.4 Examples 23
3.4.1 Enquiry 23
3.4.2 Enquiry with proposed terms and conditions 23
3.5 Exercises 25
Chapter Four: REPLIES TO ENQUIRIES & QUOTATIONS 28
4.1 Phraseology 29
4.1.1 Opening 29
4.1.2 Body 29
4.1.3 Closing 31
4.2 Quotations in tabulated forms 32
4.3 Examples 35
4.3.1 Reply to an enquiry about chinaware. 35
4.3.2 Reply to enquiry, giving concessions 36
4.4 Points to remember 36
4.5 Exercises 37
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Chapter Five: OFFERS 40
5.1 What is an offer 40
5.2 Types of offers 40
5.2.1 Firm offers 40
5.2.2 Free offers 41
5.3 Phraseology 41
5.3.1 Opening 41
5.3.2 Body 41

5.3.3 Closing 42
5.4 Examples of offers 44
5.5 Offers on printed form with covering letters 46
5.6 Exercises 48
Chapter Six: ORDERS AND THEIR FULFILMENT 54
6.1 Orders by letter 54
6.2 Order forms with covering letters 59
6.2.1 Covering letter 60
6.2.2 Sample order forms with covering letters 62
6.3 Acknowledging orders and sales confirmation 64
6.4 Advice of despatch 68
6.5 Delays in delivery 74
6.6 Turning down an order 76
6.7 Seller’s counter-offer 80
6.8 Acknowledging safe delivery 81
6.9 Exercises 81
Chapter Seven: PAYMENTS IN INTERNATIONAL TRADE 88
7.1 International bankers’ draft (banker’s draft) 88
7.2 Banker’s transfer (Bank transfer): 89
7.3 Bills of exchange 89
7.3.1 Notification of B/E being sent 91
7.3.2 Example of Bill of Exchange 92
7.3.3 Letter advising the despatch of a sight draft 93
7.3.4 Request to a bank to forward a bill 94
7.3.5 Request to a bank to accept a bill 94
7.3.6 Non-payment of a bill 96
7.4 Bankers’ commercial credits (Documentary credit) 97
7.4.1 Letter from exporter to the agents bank 98
7.4.2 Letter from the exporter to the importer 99
7.4.3 Payment by L/C 100

7.4.4 Stages of effecting payment by L/C 101
7.5 Promissory notes 105
7.6 Exercises 106
Chapter Eight: COMPLAINTS AND CLAIMS 117
8.1 When to write a claim? 117
8.2 Guidance for writing claims 118
8.3 The language of complaints 118
8.4 What to write in a letter of complaint? 119
8.4.1 Opening 119
8.4.2 Body 119
8.4.3. Ending 120
8.5 Common settlements 120
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8.6 Favourable responses to complaints and claims 121
8.6.1 Opening 121
8.6.2 Saying that you are investigating the case 121
8.6.3 Explaining the mistakes 121
8.7 Specimen letters of complaints and replies 122
8.8 Further examples of complaints 130
8.9 A sample case 134
8.10 Additional reading 138
8.11 Exercises 140
Chapter Nine: ELECTRONIC CORRESPONDENCE 147
9.1 Faxes 147
9.1.1 Specimen faxes 147
9.2 Electronic mail (email) 149
9.3 Telegrames and cables 155
9.3.1 Layouts of telegrams and cables 155
9.3.2 The word ‘stop’ 156

9.3.3 The word ‘repeat’ 156
9.3.4 Abbreviations 156
9.3.5 Brevity but Clarity 156
9.3.6 Words not figures 157
9.3.7 Specimen telegrams 157
9.4 Telexes 157
9.4.1 Layout of telexes 157
9.4.2 Operating the telex 158
9.4.3 Common abbreviations 158
9.4.4 Telex details 160
9.4.5 Specimen telexes 160
9.5 Points to remember 161
Chapter Ten: PERSONNEL 163
10.1 Letter of application 163
10.1.1 Style of application 163
10.1.2 Points of guidance 163
10.1.3 Checklist 163
10.1.4 Phraseology 164
10.1.5 Examples of letter of application 166
10. 2 References (favourable) 173
10.2.1 Letter taking up a reference 173
10.2.2 Favourable reply 173
10.2.3 Alternative reply 174
10.2.4 Applicant‘s ‘thank you’ letter 174
10.2.5 Enumerated enquiry for a reference 175
10.3 References (unfavourable) 176
10.3.1Unfavourable reference 176
10.3.1Alternative unfavourable reference 176
10.4 Testimonials 177
10.4.1 Formal testimonial for Secretary 178

10.4.2 Favourable formal testimonial 179
REFERENCES 180
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Preface
The ability to use the English language in a simple, yet accurate
manner in business transactions is undoubtedly the goal which students of
business try to attain and it is with which objective in mind this book has
been compiled. The book may also be effective as a reference book for
those in the foreign trade service upon whom English business
correspondence is incumbent and a variety of readers whose interest
might be different.
In the authors’ experience, the important skill in the study of
commercial correspondence is the reproduction of the examples from
learners’ memory. This does not mean that the task should merely consist
of memorizing business terms involved; in fact, it requires a thorough
grasp of the subject matter and the forms of expressions in a variety of
letters. If this process is strictly adhered to, students will shortly find
themselves in a position to develop their power of initiative and self-
confidence.
In the compilation of this book, focus on the form of letters and
letters on business situations is given. Because of limitation of time and
other resources, letters on social situations are, regretfully, not
incorporated in this book. Given the actual work which students are later
supposed to undertake, special attention is also paid to the translation
and simulation tasks. In broader sense, the tasks are destined to be some
sort of practical work, plus a certain amount of creative work. A wide
range of examples is incorporated in order to meet the purpose of the
book.
In view of the compilers’ limited knowledge, shortcomings and

mistakes are due to appears at various points of the book. Any
suggestions, corrections, comments and improvements from our fellow
teachers as well as students will, therefore, be appreciated.
Le Manh Tien, MA in TESOL
Le Tuyet Van, MA in TESOL
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 Chapter One:
THE STYLE OF THE LANGUAGE OF BUSINESS LETTERS
The importance of writing good business letters
The exchanging of business letters is the most popular and effective means of
communications used by businesses to keep in touch with their customers. Writing satisfactory
correspondence is essentially important because this surely creates a pleasing impression about
your firm. You may gain or lose your customers through the way you produce your letters. Good
letters usually help readers form goodwill and generate co-operation so they contribute to the
success of a transaction.
Communications through letters is convenient in international trade because sellers and
buyers are at remote distances. They cannot usually travel to meet one another. Besides,
communicating by the telephone is also easy but it does not provide records in writing.
Moreover, spoken details can be forgotten or denied later on. If companies use letters, written
records can be accessed when necessary to recall past information.
1.1 THE LANGUAGE STYLE
1.1.1 Simplicity
Evidence of simplicity
 Use plain language which is easily to be understood. Write simply and naturally. (i.e. you
should write as you say in a regular manner, avoid using long and roundabout sentences
or phrases).
 Avoid using stilted, stiff, pompous language or the use of clicheù (overused expressions).
 Try not to use too complicated structures.
 Use simple words instead of jargons, abbreviations especially when writing to those who

are unfamiliar with these technical terms.
 Avoid exaggerations.
 Do not try to sound overly businesslike.
 Avoid using such words or expressions as: ‘herewith’, ‘herein’, ‘therein’, ‘whereof’, etc.
because they sound too formal and contribute nothing to the content of the letter.
These are only fit in contracts, agreements or legal documents.
 Write grammatically.
1.1.2 Courtesy
Evidence of courtesy
 Use good stationery with letterhead and good presentation, standard letter formats.
 Use complex sentences joined by conjunctions rather than simple sentences because
separate short sentences sound curt. Avoid being too short and simple; otherwise it
sounds rude and abrupt.
 Use good styles by avoiding sarcastic, insulting style. Avoid as far as possible attacking
too directly, even when you have to write about most frustrating situations (e.g. non-
payment of an invoice, late delivery, etc.).
 Use full forms rather than abbreviated forms. (e.g. ‘I’d…’ and ‘I would/had…’) Except for
abbreviations that are internationally accepted, such as FAS, Ltd, B/L, etc.
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 Use passive and active tactfully.
 Avoid inappropriate vocabulary, idioms, phrasal verbs, short forms. (It is likely to lead to
over-familiarity, confusions, and misunderstanding).
 Avoid curiosity - Do not ask for what you are not entitled to know, or something
confidential.
 Draft and edit your letter. Check your letter carefully for spelling and grammar mistakes
before sending out your letter.
 See to it that goodwill, feelings, favourable impression are built and sustained.
 Be reasonable, especially with requests.
 Use the ‘You approach’ and ‘I approach’ tactfully.

1.1.3 Clarity and accuracy
Here are some hints for you to consider
 Be careful with figures, decimal points, measurement units, sums of money, and
monetary units of different countries. The following examples show the difference
across countries:
1 billion: 1,000,000,000,000 (one million millions) in the UK; 1,000,000,000 (one thousand
millions) in the USA.
1 gallon: 4.546 litres in the UK ; 3.78 litres in the USA
1 ton: 2240 pounds (lb) or 1016 kg in the UK (long ton); 2000 pounds (lb) or 907.2 kg in the
USA (short ton)
1 metric ton (also tonne – abbreviated as MT): 1,000 kg.
1 mile: 1609 metres or 1760 yards on land, but a nautical mile (also sea mile) – a unit for
measuring distance at sea –is equal to 1852 metres.
 Be careful with prepositions. (E.g.: ‘come to…’ or ‘come up …’, ‘concerned about…’ and
‘concerned with …’
 Be careful with names, titles, addresses (avoid spelling mistakes e.g. Mr John or Mr.
Jones)
 Be careful when writing the date. Otherwise, disputes may arise when there are
confusions about the dates.
 Be careful with references, catalogue numbers, and prices.
 Avoid uncommon abbreviations. Who may know O.N.O (‘or the nearest offer’)?
 Express your ideas, opinions explicitly, overtly and straightforwardly.
1.1.4 Brevity
Evidence of brevity
 Be no longer than is absolutely essential; you should not enter into details unnecessarily.
 Use shorter phrases where possible instead of long ones.
 Avoid redundancies. (e.g.: ‘discuss about’; ‘enter into’; ‘co-operate together’, ‘enclose
with this letter’ (in these expressions ‘about’, ‘into’, ‘together’ … are redundant).
 Write to the point; do not refer to things already known.
 Write directly.

 Write logically.
 Enclose literature (leaflets, brochures, price lists, quotations where possible) to exactly
support your ideas without having to give lengthy, but sometimes vague, descriptions of
the goods and services.
1.1.5 Pertinence (Logic)
Your letter must be fit to serve the purpose for which it has been written, to the point and it
should manifest a thorough knowledge of the subject with which it purports to deal. Thus, a
reply to an enquiry shouldn’t degenerate into sort of propaganda pamphlet, and an offer into a
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publicity material. Why should we give lengthy explanations about our goods or products when
they can be judged from the stated specifications and a good bargain from the offered terms of
trade? Or simply by the enclosure of catalogues, pattern cards and samples?
Evidence of pertinence
 Ideas flow in a logical order (e.g. reasons for writing, then comes the main features, and
lastly conclusions are a good and logical sequence). You need to plan the points you
want to make in advance.
 Always think of the main objectives to be achieved (sales letters, offers, matters
concerning payments, claims, etc.)
 There is the right amount of information.
 There must be logical connection between what is going to be said with what you have
previously said (i.e. do not jump around making a statement or switch to another subject
suddenly and the come back to what you said a few sentences or paragraphs before).
 Employ connective devices (i.e discourse markers e.g. ‘thus’, ‘consequently’, ‘moreover’,
‘firstly’, ‘secondly’, ‘finally’, ‘for the conclusion’, ‘on the one (other) hand’ etc.).
 Avoid using archaic styles, words and expressions. (e.g. ‘We remain’)
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1.2 EXAMPLE
This is a response to an enquiry and it shows the logical sequence and the clear division of

ideas. Each part pursuits a particular purpose.
Opening:
Acknowledgement/
Thanks for the
enquiry.
Dear Ms. Oner
We are writing to thank you for your interest in our
cutting machine MD-02 expressed in you letter dated 1st
August, 20__, which we received this morning.
Body:
feedback to
customer’s
requirements/
queries/inclusion of
favourable
comments
We are enclosing our latest catalogue in which the item
you enquired about is featured on pp 20-1. Also you will
find the enclosed current price list, giving details of our
prices, discounts and other terms of delivery. We can
safely claim that our products are of good quality,
attractive designs and economically priced. The fact
that we have received repeat orders from our
customers world-wide – we can supply you with a trade
reference if requested – serves as evidence of our claim.
Conclusion:
encouragement of
further enquiries or
business/goodwill
If you have any further questions, then we are happy to

help and we look forward to a happy business
relationship with you.
Yours sincerely
J. Baker
James Baker
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1.3 EXERCISES
1.3.1 Rewrite the following sentences, phrases or words so that the ideas are better expressed:
1. Your letter of the 1st June is at hand and the content has been duly checked.
2. We thank you for your esteemed / honoured/ valued/ kind enquiry of 1st June
3. We acknowledge receipt of your invoice number…
4. We beg to acknowledge receipt of your letter of …
5. Please accept our profuse apologies
6. The unlucky event was due to the sudden demise of Mr. …, our Chief Accountant.
7. Our company is for the time being seeking for someone who can fill in a vacancy of a
landscape architect.
8. Send us your catalogue and oblige
9. Attached / enclosed herewith please find our price list.
10. beg, beg acknowledgment
11. favour / communication
12. terminate
13. purchase / acquire / procure
14. utilise
15. in the near future
16. at the present time / for the time being
17. in due time/ in due course
18. in the event of non-receiving your payment
19. and O.N.O
20. AOB

21. TBA
22. We cannot do anything about your problem.
23. This problem would not have happened if you had connected the wires properly
24. Your excavator’s guarantee is up so you have to pay for it to be fixed
25. You’ve probably guessed that
26. You’ll get your money back
27. We are planning to go into property
28. A couple of hundred quid
29. Prices are at rock bottom
30. Prices have gone through the roof
31. Send me your prospectus for this academic year
32. We shall look into the problem
33. I will drop her a line
34. It’s not worth doing business on such small profits
35. It’s most disgraceful (shameful) to delay payment.
36. We both together came to a conclusion that…
37. Thank you for your letter with regard to my trip.
38. We are aware that you are a large company specializing in the manufacture of
fertilizers
39. The Christmas is approaching and there will be great demand for consumer goods in
Vietnam
40. My business associates, Messrs J. Brown and Hughes Co, Ltd, enquired about drilling
machine and they asked me to help them in the purchase of some heavy-duty
equipment
41. Once again may we thank you for your enquiry
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42. We remain yours truly forever
1.3.2 Rewrite this short letter; make necessary improvements and changes so that the letter
will well serve the spirit of courtesy and goodwill

Dear Mr.A. John
I have already written to you concerning your outstanding debt of US$
5,000.This should have been cleared three months ago. You don't seem to want
to co-operate in paying us and therefore we will sue you if your debt is not
cleared within the next ten days.
Yours truly
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 Chapter Two:
PARTS OF A BUSINESS LETTER
2.1 ESSENTIAL PARTS OF A LETTER
Different letters may include different numbers of parts; the following letter shows the most
important parts and their sequence in the letter.
1. Letterhead
(sender’s address)
SOUNDSONIC LTD
Warwick House, Warwick Street, Forest Hill, London SE23 1JF
Chairman John Franks O.B.E. Directors S.B Allen M Sc., N. Ignot, R.Lichens B.A.
Telephone (081) 566 1861 Fax: (081) 566 1385 Telex: 819713
2. References
Your ref: 25 August, 20___
Our ref: DS/MR
3. Date
1 September, 20___
4. Inside address
(Addressee/
Recipient)
Ms. B. Kaasen
Belgrade 51
Copenhagen

DENMARK
5. Salutation
(Greeting)
Dear Ms. Kaasen
6. Subject line
(Subject title)
Re: your enquiry dated 25 August,20…
7. Content (Body/
Message)
Thank you very much for your enquiry which we received today.
I am enclosing our catalogue (SM/06) and price-list for the
equipment you said you were interested in. I would like to draw
your attention to pages 31–35 in the catalogue where you will find
full details of the Omega range.
We would welcome any further enquiries you have, and look
forward to hearing from you
8. Complimentary
close/closure
Yours sincerely
9. Signature (with
title)
Mary Raynor ( Ms.)
Mary Raynor
10. Per pro
pp. D. Sampson
Sales Manager
11. Enclosures
Enc. Catalogue SM/06
N.B. The sequence of some of the parts can be vary vertically, ie the date my go before the
references and so forth

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2.1.1 Letterhead (Return address / Sender’s address)
The printed letterhead of a company gives a great deal of information about it such as type
of company (whether ‘Ltd’ or ‘PLC’ or sole trader (i.e. a single person doing business in his own
name and on his own account or a joint stock company), board of directors, addresses,
registered numbers – this usually appears in small print, sometimes with the country or city in
which the company was registered – VAT number (Value Added Tax) – may also be given.
2.1.2 References
References may either appear in figures, e.g. ‘661/17’ in which case ‘661’ may refer to the
chronological number of the letter and ‘17 ‘to the number of the department, or ‘DS/MR’, in
which case ‘DS’ stands for ‘Donald Sampson’, the writer, and ‘MR’ for his secretary: ‘Mary
Raynor’.
2.1.3 Date
How you write the date should be consistent throughout the letter. You cannot jump from
one style to another. Any one of these is acceptable: ‘1 September, 2006’; ‘1st September, 2006’;
‘1
st
September, 2006’; ‘September 1, 2006’; ‘September 1
st
, 2006’. There is only one comma
before the year. Note that the month should be written in words because some confusions in
time which will certainly bring about trouble may be made if the month is expressed in numbers,
e.g. ‘1/2/2006’ may be taken as ‘1 February, 2006’ (UK), or ‘2 January, 2006’ (US).
2.1.4 Inside address (Addressee / Recipient)
Surname known
Mr. / Ms + initial(s) (or his/her first given name) + family name: e.g. ‘Mr. J.E. Smith’ or ‘Mr.
John Smith’, not ‘Mr. Smith’. ‘Messrs’ with or without a full stop; pronounced ['mesz] which is
the abbreviation of ‘Messieurs’, which is never used in full, is used occasionally for two or more
men e.g ‘Messrs P. Jones and B.L Parker’ but more commonly forms part of the name of a firm

e.g. ‘Messrs Collier & Clerke & Co.’
Title known
If you do not know the name of the person you are writing to, you may know or be able to
assume his/her title or position in the company, e.g.’ The Sales Manager’, ‘The Finance Director’.
You can use it in the address on the envelope.
Department known
Alternatively you can address your letter to a particular department of the company e.g.
‘The Sales Department’, ‘the Accounts Department’
Company only
Finally, if you know nothing about the person who will receive your letter and do not want
to make any assumptions about the person or department your letter should go to, you can
simply address it to the company itself e.g. Soundsonic Ltd., Messrs Collier & Clerke & Co.
Order of inside addresses
Name of the recipient  Name of house or building  Name of street, road, avenue, 
Name of town or city and postcode  Name of country (in a separate line)
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E.g. Industrial House
34 – 40 Craig Road
Bolton BL4 8TF
UNITED KINGDOM
An alternative to including the recipient’s name or position in this part is to use an ‘attention
line’ as shown in the following examples. Note that we use ‘Dear Sir’, ‘Dear Madam’, ‘Dear Sir or
Madam’ if there is the ‘attention line’ and the complimentary close is still ‘Yours faithfully’.
Moreover, it is usually underlined to attract attention.
International Industries Ltd.
1–5 Greenfields Road
Liverpool L22 0PL
For the attention of the Production Manager
Dear Sir or Madam

Satex S.p.A
Via di Pietra Papa
00146 Roma
ITALY
Attn. Mr D. Causio
Dear Sir
2.1.5 Salutations
‘Dear Sir’ opens a letter written to a man whose name you do not know. ‘Dear Sirs’ is used
to address a company. ‘Dear Madam’ is used to address a woman, whether single or married,
whose name you do not know. ‘Dear Sir or Madam’ is used to address a person of whom you
know neither the name nor the sex and you do not want to make an assumption; if you kone the
name of the recipient, use ‘Dear Mr. Smith’, not ‘Dear Mr. J. Smith’, not ‘Dear Mr. John Smith’
(i.e we do not generally use initials or first names here). The comma after the salutation is
optional ‘Dear Sir,’ or ‘Dear Sir’; if you use the comma, there must be one after the
complimentary closure. Note that in the USA a letter to a company usually opens with
‘Gentlemen:’ followed by a colon, not with ‘Dear Sirs’.
2.1.6 Subject titles
Some firms open their letters with a subject title which is stated one line spacing below the
salutation. This provides a further reference, saves introducing the subject in the first
paragraph, immediately draws attention to the main topic of the letter, and allows the writer to
refer to it throughout the letter. Note that if the letter is short, it is not necessary to have this
line. Also, the subject line may be underlined or in bold type to attract more attention
N.B. The subject title is not usually a complete sentence, but a phrase and is often underlined or
typed in bold type to draw more attention. ‘Re:’ which means ‘on the subject of’ or ‘with reference
to’, is sometimes omitted.
E.g. (Re:) Application for post of typist
(Sub:) Application for post of typist
Application for post of typist
2.1.7 Letter Body
It is usual to leave a line space between paragraphs in the body of the letter. If the blocked

style is used, this is essential because it separates the main point that you want to make. Each
paragraph should carry one main idea.
2.1.8 Complimentary close/closure
If the letter begins with ‘Dear Sir’, ‘Dear Sirs’, ‘Dear Madam’ or ‘Dear Sir or Madam’, ‘Dear
Sirs or Madams’, it will close with ‘Yours faithfully’. If the letter begins with a personal name
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‘Dear Mr. James’ it will close with ‘Yours sincerely’. Avoid closing with old-fashioned phrases
such as ‘We remain yours faithfully’, ‘Respectfully Yours’, etc. A letter to a friend or
acquaintance may close with “Yours truly” or “or Best wishes”
The comma after the complimentary close is optional and consistent with salutation. Note
that Americans tend to close even formal letters with ‘Yours truly’ or ‘Truly yours’, which is
unusual in the UK in commercial correspondence. The position of the complimentary close - on
the left, right or in the centre of the page - is a matter of choice. It depends on the style of the
letter: blocked letters tend to put the close on the left, indented letters tend to put them in the
centre and on your firm’s preference.
2.1.9 Signature
Always type your name after your hand-written signature because such letters as o, r, l, v … can
easily be confused; and your position after your typed signature (This is known as signature
block). It is a matter of personal choice whether you sign with your initial(s) (D.Jenkins) or your
given names (David Jenkins) and whether you include a courtesy title (Mr, Miss, Mrs, Ms).
Women usually give their courtesy titles because they want to make clear whether they are
single, married or that their marital status is unclear. This is also because many people still think
that only men hold important positions. It is safer, to sign with your given name, and safest of all
to include your title. If you give neither your given name nor your title, your correspondent will
not be able to identify your sex and may give you the wrong title when he/she replies to your
letter. The following examples show you how to present the signature:
Tshugold
(Miss) T. Shurgold
Company Secretary

Mary Reynor
M.Raynor (Ms)
Sales Manager
Tshugold (Miss)
T. Shurgold
Company Secretary
2.1.10 ‘Per pro’
‘Per pro’ or (p.p) (Latin words ‘per procurationem’) means ‘for and on behalf of’. Secretaries
sometimes use ‘p.p’ when signing letters on behalf of their bosses. When signing on behalf of
your company, it is useful to indicate your boss’s or your own position in the firm in the
signature.
Rosemary (Mrs)
Rose Mary
p.p. J. Mane
Managing Director
2.1.11 Enclosures
If there are any enclosures, e.g. leaflets, prospectuses, etc., with the letter, these may be
mentioned in the body of the letter. But many firms, in any case, write ‘Enc’ or ‘Encl’ at the
bottom of the letter, and if there are a number of documents, these are listed:
Enc. - Clean, shipped on boad Bill of Lading (3 copies)
- Insurance Certificate (1 copy)
- Certificate of Origin (1 copy)
- Bill of exchange (1 copy)
There might be other parts; for instance:
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The ‘private and confidential’ notation
This phrase may be written at the head of a letter, right after the inside addressee, and more
importantly on the envelope, in cases where the letter is intended only for the eyes of the
named recipient. There are many variations of the phrase – ‘Confidential’ or ‘Strictly

Confidential’ but little difference in meaning between them.
Copies ‘c.c’
‘c.c’ (which means ‘carbon copies’) is written, usually at the end of the letter, when copies
are sent to people other than the named recipient. Sometimes you will not want the named
recipient to know that other people have received copies. In this case, ‘b.c.c.’ – which stands for
‘blind carbon copies’ is written on the copies themselves, though not, of course, on the top
copy.
2.2 ADDRESSING ENVELOPE
Envelope addresses are written in a similar way to inside addresses but, for letters in or
going to the UK, the postcode is usually written on a line by itself at the end of the address, and
the name of both the town and the country are written in capital letters.
One-third way in
Half
-
way down
Messrs W. Brownlow & Co.
Lotus House
600 Grand Street
LONDON
WIN 9UZ
UNITED KINGDOM
Business Correspondence in English
-16-
2.3 LETTER FORMATS
Some common layouts are as follows:
2.3.1 Full-blocked format
 All letter parts, including the subject line, begin at the left margin
 On the top, the letterhead is either at the centre or at the right margin
 The complimentary closure begins at the left margin too.
SOUNDSONIC LTD.

Warwick House, Warwick Street, Forest Hill, London SE23 1JF
Chairman John Franks O.B.E. Directors S.B Allen M Sc., N. Ignot, R.Lichens B.A.
Telephone (081) 566 1861 Fax:( 081) 566 1385 Telex: 819713
Your ref: 6 August 20…
Our ref: DS/MR.
1 September, 20___
Ms. B. Kaasen
Belgrade 51
Copenhagen K
DENMARK
Private and confidential
Dear Ms. Kaasen
Re: Non-payment of invoice 322 /17
I am sorry to see that, despite several reminders, you have not yet paid the
above-mentioned invoice. Unless, therefore, the account is cleared within 14
days of the above date, I shall have no alternative but place the matter in the
hands of our solicitors.
I look forward to hearing from you soon.
Yours sincerely
Mary Raynor (Ms.)
Mary Raynor
pp. D. Sampson
Sales Manager
C.c. Messrs. Poole & Jackson Ltd., Solicitors
Business Correspondence in English
-17-
2.3.2 Blocked format
This format is similar to the full-blocked letter with one change, i.e. the complimentary
closure and the signature start from the centre of the page. The subject line may be centred, or
begin from the left margin. Also note that the date might be written on the top right corner. The

following is a letter in blocked format:
F.Lynch Co.Ltd
315 Newell Street. Birmingham B3 3 EL UK
Our ref: LC/dt
Your ref:
Tocontap
36 Ba Trieu Street
Hanoi
Vietnam
For the attention of Mrs. Nguyen Thuy Linh.
15 September, 20__
Dear Sir
Re: Order No TD 5644
Please find enclosed our order no. TD 5644 for men’s sweaters in different
sizes, colours and designs.
We have decided to accept the 15% trade discount you offered and terms of
payment, viz D/P, but would like these terms reviewed in the near future.
Would you please send this shipping documents and your sight draft to
Northminster Bank, Deal Street, Birmingham B3 ISQ?
We would appreciate delivery within the next six weeks, and look forward to
your confirmation.
Yours faithfully
For F.Lynch Co. Ltd
L.Crane
Lee Crane
Import Manager
Enc: order No. TD 6544
c.c Mr. Nguyen Quang Huy
Business Correspondence in English
-18-

2.3.3 Semi-blocked or modified blocked format (Indented layout)
It looks basically the same as the blocked format, except for one thing that the beginning of
each paragraph is indented five or ten spaces. The complimentary close is written in the bottom
right corner.
F.Lynch Co., Ltd
315 Newell Street, Birmingham B3 3 EL UK
Our ref: LC/dt
Your ref: …
Tocontap,
36 Ba Trieu Street,
Hanoi,
Vietnam
Attn: Mrs. Nguyen Thuy Linh
15 September, 20___
Dear Sirs,
Re: Order No TD 5644
Please find enclosed our order No. TD 5644 for men’s sweaters in
different sizes, colours and designs.
We have decided to accept the 15% trade discount you offered and terms
of payment, viz D/P, but would like these terms reviewed in the near future.
Would you please send this shipping document and your sight draft to
Northminster Bank, Deal Street, Birmingham B3 ISQ?
We would appreciate delivery within the next six weeks, and look
forward to your confirmation.
Yours faithfully,
For F.Lynch Co. Ltd
L.Crane
Lee Crane
Import Manager
Enc: order No. TD 6544

c.c Mr. Nguyen Quang Huy
Business Correspondence in English
-19-
 Chapter Three:
ENQUIRIES
An enquiry can be made by telephone, telegram, telex, fax or even a postcard (if made by
postcard, the salutation and the complementary close are not necessary). If you want to include
some information about yourself, a letter of enquiry is necessary. The contents of your enquires
depends on how well you know your supplier, whether your supplier is at home or abroad and
the types of the goods you are enquiring about.
3.1 CONTENT REQUIREMENTS.
The rules that we learnt in chapter one for writing such request as an enquiry are essential.
You also need tact and courtesy when you want your correspondent to act (esp. when the
enquiry is addressed to firms without previous transactions). Your requirement should be
explicitly stated to avoid any misunderstandings. References as well as certain indications as to
the local trade practice have to be clearly given. A careful description of the kind and quality of
the goods desired, and the size of the probable orders should be given. In some cases, it is
advisable to send or ask for samples of the commodities in question to preclude any doubts or
confusions, particularly with requirements concerning tropical products, arts and crafts, etc.
Any special requirements that you, the buyers, may have with regard to packing, delivery, etc
must be clearly mentioned. Of course, when special packing is required, the difference in the
cost has to be borne by the buyers.
Also note that because your enquiry offers the recipient no immediate rewards or
advantages beyond the prospects of a future customer or the maintenance of goodwill, your
letter must be attractive (e.g. ‘If the goods conform to the requirements, we will place further
bigger orders’.)
The following procedures should be observed:
 Be specific and brief (esp. letter asking about commodity and its technical aspects.)
 Be reasonable.
 If there is a limit to the price you are prepared to buy, do not mention it. Otherwise, the

supplier may raise the quotation to the limit you mention.
Most the suppliers state their terms of payment when replying so there is no need for you
to ask for them unless you are seeking special rates or concessions
3.2 PHRASEOLOGY
A common enquiry can include the following parts:
3.2.1 Opening
How you know the supplier or their products
How did you hear about the firm you are writing to, or the products they produce – through
a firm’s associate, or they were recommended to you by a consul, embassy or trade association?
Examples:
 We are interested in the pure wool Gabardines you advertised in ‘The Economist’ of last
week’s issue.
 We learnt from the Commercial Section of the Indonesian Embassy in Hanoi that you are
producing rattan wares for export.
Business Correspondence in English
-20-
 We were advised by Mr. J. Jones of … (TCCI) that you are producing export hand-made
shoes and bags in pure leather and other natural materials.
 We were impressed by the selection of gardening tools that were displayed on your stand
at this year’s Gardening Exhibition held in Hamburg.
 I am replying to your advertisement in the June edition of ‘Tailor’.
 We are indebted to the British Embassy in Hanoi for your company and know that you can
supply us with metal fittings.
 We are indebted for your name and address to the Vietnam Chamber of Commerce and
Industry (VCCI), who have informed us that you are a sole exporter of paraffin wax.
 The name of your firm was given to us by Messrs John Hopkins and Sons Ltd., London, who
have been regular buyers (purchasers/customers) of your products for some years. We
asked them if they knew of a manufacturer/ producer who would be able to supply without
delay (immediately) the goods specified on the enclosed list.
 We would like to say to you frankly that our usual supplier has rather let us down these

months on delivery dates, qualities and quantities, and we are in danger of getting into
deficiency with some of our contracts. Mr James Taylor, one of your regular customers,
kindly advised us that you can meet our requirements in quality and quantity.
 We were given your name by the Vietnam-Japan Association in Nagoya
 Your name has been given to us by the Japanese Commercial Attacheù in Hanoi.
 You were recommended to us by Mr. J. Wood, the British General Consul in Ho Chi Minh City
 We were advised by Saigon Shiptrans Co., Ltd. that you were interested in supplying natural
essential oils (including aniseed oil and citronella oil which are in large demand in Western
Europe)
 The British Embassy in Hanoi informed us that you are looking for an agent in Da Nang to
represent your interests in central Vietnam.
 We have seen your advertisement in the FEER this month for industrial generators.
 We have been informed by McDouglas & Hunter, with whom we have had business relations
for quite a long time, that you are capable of designing and manufacturing a production
chain for noodle.
 Our associate in the packaging industry spoke highly of your Zeta packing machines and we
would like to have more information about them. We would, therefore, ask you to send us
your latest catalogues and price lists.
Tell the recipient what sort of firms you are
You should introduce your company in case this is the first time you have approached them.
 We would like to take this opportunity of introducing ourselves as one of the leading
importers of the commodities here in Vietnam.
 We would like to take the opportunity of introducing ourselves as one of the country’s
prominent companies dealing in all kinds of commodities.
 We are a regular buyer of paraffin wax and are looking for a supplier of this material.
 We are a co-operative whole sale society based in Ho Chi Minh City.
 We are a subsidiary of Matsushita Electronics Corporation which specializes in the making of
semi-conductors.
 We are one of the leading producers of chemicals in the region and are now looking for new
business partners in Vietnam.

 We introduce ourselves as one of the leading Indian firms in the trade of chemicals and
flavouring essences. At present, we are in the market for some raw materials, natural
essential oils (especially, linseed oil, solvents, aromatic chemicals, etc.)
 We are a regular buyer of the commodity and request you to send us your quotation of
sweaters.
Business Correspondence in English
-21-
 We have been authorized by Chanderlier and Bros to negotiate the purchase of hand tools
and machines for a construction project in Ho Chi Minh City.
Note: You may choose one or both options but the writing should be limited to a sufficient amount.
3.2.2 Body
Asking for details, samples, pattern cards, demonstrations
You might want to see what a material or item looks like before placing an order. Most
suppliers are willing to provide samples or pattern cards so that you can make a selection.
However, few would send a complex piece of machinery for you to look at. In that case you
would be invited to visit a showroom or the supplier would offer to send a representative.
Nevertheless, if it is practical, ask to see an example of the article you want to buy.
 Please could you send me a leaflet (brochure …) of this electronic apparatus and tell me
how much it would cost?
 Please send me your illustrated catalogue with the price list and state your payment
conditions for prompt delivery.
 Please give us by return your lowest quotation for ‘Suomi 205’ electric heater for delivery
within four weeks from receipt of order.
 Please send us any information you can supply, marking the letter ‘For the Attention of
Professor Kazuhiro’-Tokyo General Hospital, Kinuta-Setagayaku.
 When replying, could you please enclose a pattern card?
 We would also appreciate it if you could send some samples of the material so that we can
examine the texture and quality.
 We require the under-noted items for export to the above market and shall be pleased to
receive your offer stating keenest export prices, export delivery terms, and earliest delivery

date.
 We would require 2,000 dresses in each of the sizes 10-14, and 500 in sizes 8 and 16. Please
quote C.I.F Chicago prices. Payment is normally made by Letter of Credit.
 Please let us know what quantities you are able to deliver at regular intervals, quoting your
best terms F.O.B Brisbane. We shall handle export formalities, but would ask you to
calculate containerized transport to Brisbane for onward shipment.
Suggesting terms, methods of payment, discounts
Firms sometimes state prices and conditions in their advertisements or literature and may
not like prospective customers making additional demands. However, even if conditions are
quoted, it is possible to mention that you usually expect certain concessions. Although it is true
that once a supplier has quoted a price and stated terms, he may be unwilling to change them.
By suggesting your terms you indicate that certain conditions may persuade you to place an
order.
 I would like to discuss the problem of maintenance before deciding which model to install in
my factory. I would be grateful if you could arrange for one of your representatives to call
on me within the next two weeks.
 We usually deal on a 30 % trade discount basis with an additional quantity discount for
orders over 1,000 units.
 As a rule, our suppliers allow us to settle by monthly statement and we can offer the usual
references if necessary.
 We also like to point out that we usually settle our accounts on documents against
acceptance basis with payment by 30-day bill of exchange.
 We intend to place a substantial order, and would therefore like to know what quantity
discounts you allow.
Business Correspondence in English
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Asking for goods on approval or on sale or return.
Sometimes wholesalers and retailers want to see how a product will sell before placing a
firm order with the supplier. They may be able to do this by getting goods on approval or on a
sale or return basis. In either case, the supplier would have to know the customer well, or would

want trade references. He will also place a time limit on when the goods must be returned or
paid for.
 Your leaflet advertising your latest publications of History magazines interested us, and we
would like to stock a selection of these. However, we would only consider placing an order
provided it was on the usual basis of sale or return. If this is acceptable we will send you our
official order.
3.2.3 Closing
Usually a simple ‘thank you’ is sufficient to close an enquiry. However, you could mention
that a prompt reply would be appreciated, or show that certain terms or guarantees would be
necessary.
 We would be grateful for an early reply.
 Finally, we would like to point out that delivery before Christmas is essential and hope that
you can offer us that guarantee.
 Prompt delivery would be necessary as we have a fast turnover. We would, therefore, need
your assurance that you could meet all delivery dates.
You can also indicate further business, or other lines you would be interested in if you think
they could be supplied. If a supplier thinks that you may become a regular customer, rather than
someone who has placed the odd order, he would be more inclined to quote competitive terms
and offer concessions.
 If the product is satisfactory, we will place further orders with you in the future.
 If the prices quoted are competitive, and the quality up to standards, we will order on a
regular basis.
 Provided you can offer favourable quotations, and guarantee delivery within four weeks
from receipt of order, we will place regular orders with you.
 We hope you will be able to meet our requirements in this instance, and would add that if
your products are satisfactory and terms competitive, we should be interested in a long
term contract with you.
 There is a steady demand here for high-class goods of this type, especially in brighter
colours.
 Sales are not high, but a good price can be obtained for fashionable designs.

 If the concessions we have asked for could be met, we would place a substantial order.
3.3 POINTS TO REMEMBER
 Give details of your own company as well as ask for information from your prospective
supplier.
 Be specific and state exactly what you want. If possible, quote box numbers, catalogue
references, and so on to help your supplier identify the products.
 Ask for a sample if you are uncertain about a product.
 Suggest terms and discounts, but be prepared for the supplier to make a counter-offer.
 Close with an expression such as ‘I look forward to hearing from you’ and indicate the
possibility of substantial orders or further business
Business Correspondence in English
-23-
3.4 EXAMPLES
3.4.1 Enquiry
In this letter the customer is replying to an advertisement for CDs in a trade journal. The
advertiser gave little information, so the writer asks for details.
Answer the following questions about the letter
1. Why does Mr. Gerald say ‘We are a large music store’?’
2. How did he hear about the CDs?
3. What requirements does he suggest must be met before he places an order?
4. What concession does he ask for?
5. Which words or expressions in the letter have similar or the same meanings as:
 ‘deduction/rebate’
 ‘registered trademark’
 ‘large’
 ‘most famous’
 ‘model’?
3.4.2 Enquiry with proposed terms and conditions
This email is from the Chief Buyer for a chain of shops in Birmingham to an Italian knitwear
manufacturer. The buyer explains how he got to know about the manufacturer, and suggests

that a quantity discount and acceptance of his method of payment would persuade him to place
an order. He is stating his terms in his enquiry because he feels that as a ‘bulk buyer’ he can
demand certain conditions.
Dear Sir or Madam
We are a large music store in the centre of Poiters and would like to know
more about the re-writable and recordable CDs you advertised in this month’s
edition of ‘Lectron’.
Could you tell us if the CDs are leading brand names, or made by small
independent companies, and whether they would be suitable for domestic
recording? We would appreciate it if you could send us some samples. If they
are of the standard we require, we will place a substantial order. We would
also like to know if you offer any trade discounts.
Gerald (Mr.)
Chief Buyer
Yours faithfully
Yours faithfully
Business Correspondence in English
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Answer the following questions about the above email:
1. What expression does Peter Crane use to indicate that Lynch & Co. is a large company?
2. What market is Lynch & Co. interested in?
3. Where did Lynch & Co. get to know about Satex?
4. What kinds of discount is Mr. Crane asking for?
5. How would payment be made?
6. How many sweaters is Lynch & Co. likely to order?
7. Which words or expressions in the letter have similar or the same meanings as:
 ‘selection’
 ‘presented’
 ‘fixed price’
 ‘draft’

 ‘casual clothes?
Dear Sir/Madam
We are a chain of retailers based in Birmingham and are looking for a
manufacturer who can supply us with a wide range of sweaters for the men’s
leisurewear market.
We were impressed by the new designs displayed on your stand at the
Hamburg Menswear Exhibition last month.
As we usually place large orders, we would expect a quantity discount in
addition to a 20% trade discount off net list prices. Our terms of payment are
normally 30-day bill of exchange, D/A.
If these conditions interest you, and you can meet orders of over 500
garments at one time, please send us your current catalogue and price list.
We hope to hear from you soon.
Yours faithfully
Peter Crane (Mr)
Chief Buyer
F.Lynch &Co. Ltd
Nesson House, Newell Street, Birmingham B3 3EL
Telephone: +44(0)21 236 6571
Fax: +44(0)21 236 8592
Email:
Business Correspondence in English
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3. 5 EXERCISES
3.5.1 English-Vietnamese Translation
Translate the following sentences into Vietnamese:
a. Your name and address have been given to us by the Japan-Vietnam Trade Association.
b. First of all, we would like to take the opportunity of introducing ourselves as one of the
country’s leading trading companies dealing in all kinds of materials for industry such as
woodchips, iron ore, coal, scrap, etc.

c. At present, we are extensively engaged in importing hardwoods and are now proposing to
extend our business into the softwood area and are investigating the possibility of
importing from Vietnam.
d. We have received a number of enquiries for floor coverings suitable to use on the rough
floors that seems to be a feature of many of the new buildings here.
e. It would be helpful if you could send us samples showing your ranges of suitable coverings
and, if one is available, a pattern card of designs.
f. We are indebted for your address to The Trade Delegation of Japan in Hanoi, who has
informed us that you are the sole exporter of paraffin wax.
g. We would like to add that in the present time we are interested in about 1,500 metric tons
of paraffin wax for immediate shipment.
h. We are interested in the purchase of Vietnamese green and black tea for immediate
shipment as well for shipments at regular intervals during 20___.
i. We are pleased to note from your letter of 4th September that you are interested in
establishing business relations with us, which happily happens to coincide with our interest.
j. At present, we are in the market for silk yarn and shall be glad to receive your latest prices
for whatever qualities available for export for November shipment, CIF London.
k. Will you please send us your catalogue and current price list for bicycles? We are the leading
bicycle dealer in this area where cycling is, as you know, very popular. If the quality of your
products is satisfactory and the prices reasonable, we expect to place regular orders for
fairly large numbers.
l. As it is our plan in the near future to start importing Vietnamese chinaware and pottery, we
are interested in contacting a number of leading manufacturers in Vietnam with a view to
choosing items suitable for the British market.
m. Will you please quote for the supply of approximately 100 metric tons of good quality white
poster paper suitable for general poster work?
n. We require that the paper retains its white appearance after being pasted on walls and shall
be glad if you will state your prices, C.I.F Hai Phong including packing.
o. You have previously supplied us with chinaware and we should be glad if you would now
quote for the items named below, manufactured by Hai Duong Ceramic Factory.

p. We have good reasons to believe that we could place regular orders with you provided your
prices are competitive.
q. From the description in your catalogue we feel that your Lotus range is the one most
suitable for our demand and should be glad if you would send us your quotation for men’s
and women’s coats, in both small and medium sizes, to be delivered C.I.F Alexandria.
r. We would particularly stress the importance of price since the market here is for mass
produced goods at popular prices.
s. As we usually place very large orders, we would expect a quantity discount in addition to a
20% trade discount off net list prices and our terms of payment are normally 30-day bill of
exchange, documents against acceptance.
t. If these conditions interest you, and you can meet orders of over 500 garments at one time,
please send us your current catalogue and price-list.