GIÁO TRÌNH TIẾNG ANH THƯ tín THƯƠNG mại (DÀNH CHO SINH VIÊN NGÀNH CAO ĐẲNG TIẾNG ANH)

TRƯỜNG ĐẠI HỌC QUẢNG BÌNH
KHOA NGOẠI NGỮ
------------------

GIÁO TRÌNH
(LƯU HÀNH NỘI BỘ)

TIẾNG ANH THƯ TÍN THƯƠNG MẠI
(DÀNH CHO SINH VIÊN NGÀNH CAO ĐẲNG TIẾNG ANH)

TÁC GIẢ: PHẠM THỊ HÀ

NĂM - 2017


Introduction

This material contains 7 units, each unit deals with one type of letter which
relates to issues of business correspondence such as layout of a business letter,
inquiry letter, response letter, comfirmation letter, and complaint letter... It is
hoped to provide the learners with a general knowledge of business. All units
have been carefully graded, following both a structural and notional syllabus.
Moreover, since the units highlight important and useful topic areas. The
material can be used to focus students’ attention on specific topic. They are also
used to supplement the writing skill of letters. In this way, the units will serve
both to reinforce learning and to motivate students.

1


TABLE OF CONTENTS

Page
INTRODUCTION
UNIT 1. LAYOUT OF LETTERS

3

UNIT 2. PRESENTATION AND CONTENT

9

UNIT 3. ENQUIRY LETTERS

15

UNIT 4. RESPONSE LETTERS

26

UNIT 5. CONFIRMATION LETTERS

36

UNIT 6. COMPLAINT LETTERS

49

UNIT 7. MISCELLANEOUS CORRESPONDENCE

58

TÀI LIỆU THAM KHẢO

69

2


UNIT 1.

LAYOUT OF LETTERS

I. Introduction
Correspondence, whether by letter, fax or email, is an essential element of
international business, in which English is generally recognized as the language of
communication. However, correspondence is not simply a matter of communication; it
is, in effect, a substitute for a face-to-face meeting. Good correspondence helps to
build and sustain business relationships, and its presentation creates an impression of
you, as the writer, and of the company you represent.
II. Letterheads
Letters between organizations are usually sent on letterheads. A typical letter sent
from one company to another is shown below.
CORRESPONDENCE EXAMPLE 1/A
1.
2.

Hartford and
Bradley

Office Suite 307

Tel.

+1 212 882 552

International, Inc.

Marine Building

Fax

+1 212 882 599

4200 Central Avenue

Email


New York NY 11300

www.hartbrad.com

USA
3. Your ref: H1796
4. Our ref: S4/92/fj
5. Date: 19 January 2006
6. Mr. Stuart Patterson
Operations Director
Southern Transport Services
82 George Street
Sydney NSW 2000

Australia
7. Dear Mr. Patterson
8. Thank you for your letter of 12 January regarding your company’s distribution
facilities in Australia.
9. I will be visiting Sydney in early March and will contact you shortly to
arrange an appointment in order to discuss our requirements in greater detail. I
look forward to meeting you and, in the meantime, I am enclosing a copy of
our standard agency contract for your reference and consideration. Please let
me know if you require any further information.

3


10. Yours sincerely
11. Frank Johnson
Export Manager
III. Layout of letters
1. Logo: Many companies have a logo on their letterhead.
2. Address and company status: Details of the company’s address and legal status. In
the example, the abbreviation Inc means Incorporated. Different countries have other
abbreviations that show the company’s status, e.g. Ltd, Pty, PLC, SA. Punctuation is
unusual these days.
3. Your ref: In Example A, H1796 is the file reference of Southern Transport Services.
When replying you should always quote any references that have been provided.
4. Our ref: S4/92/fj is Hartley & Brad ford’s file reference.
5. Date: The date should appear immediately below the sender’s address. It is often
placed on the right hand side, although this is a matter of personal preference. (More
details about dates in Unit 2.)
6. Addressee: The addressee’s name and full address, known as the inside address,
appears after the sender’s address on the left of the page. It is often written like this:

a) Name of your correspondent (if known)
b) Job title, or department, of your correspondent (if known)
c) Name of the building (not always applicable)
d) Number and name of street (or road, way, avenue, lane, etc.)
e) City or Town
f) State (or other administrative district) and postcode (also ZIP code etc.)
g) Country
No punctuation is necessary for the postal address.
There are variations so use the form shown on the company’s letterhead. For example,
many European countries put the street number after the street name.
Hot tip:
If your correspondent is located in a country which uses postcodes (or ZIP codes),
your letter and envelope should always show the code or it may be delayed.
7. Salutation: This is the courtesy title and surname of the individual person you are
writing to, e.g. Dear Mr Brown, or it can be an impersonal form of salutation, e.g.
Dear Sir or Madam. (More details about salutations in Unit 2.)
8. Body of the letter: various kinds of letters will be looked at throughout the course.
9. Letter style: These days, nearly all organizations uses a block style of presentation,
as shown above in Example 1/A. In the block style, all new lines from the inside

4


address onwards are aligned to the left-hand side of the page. The position of the
letterhead details is a matter of company preference.
You may find other styles, such as indented, which means that the first lines of new
paragraphs are further in from the left than the other lines, as follows:
Dear Mr. Patterson
Thank you for your letter of 12 January regarding your company’s distribution
facilities in Australia.

I will be visiting Sydney in March and will contact you in the near future to arrange an
appointment in order to discuss our requirements in greater detail. In the meantime, I
am enclosing a copy of our standard agency contract for your reference.
I look forward to meeting you.
Yours sincerely
Frank Johnson
Export Manager
Whichever style you choose, clarity and consistency are essential. Don’t forget to
leave a space between paragraphs.
10. Complimentary close: The appropriate phrase should appear at the end of a piece
of correspondence, after the body of the letter, but before the signature block, e.g.
Yours sincerely, Yours truly. (More details about complimentary closings in Unit 2.)
11. Signature block: Your signature should always be handwritten immediately below
the complimentary close, followed by your printed name and, if applicable, your job
title or department. Punctuation is not necessary. (More details about signature blocks
in Unit 2.)
* Other features of letters
i) Enc: - if a letter is accompanied by documents, Enc, meaning Enclosures, is often
written below the signature block, and the types of document listed, as follows:
Enc: Standard trading conditions (2 copies)
Contract (1 copy)
Certificate of insurance (1 copy)
ii) p.p. - this stands for per pro, a Latin phrase which translates as for and on behalf of.
If p.p. appears immediately before the name of the sender in the signature block, it
means that somebody, probably a secretary or an assistant, signed the letter on the
sender’s behalf.
iii) c.c. - this stands for carbon copy. It may appear at the end of a letter followed by
the name of the people who will receive the copy, e.g. c.c. Mrs L. Green, Accounts
Dept. It is used so the reader is aware that copies of the letter have been distributed for
information purposes. The same abbreviation is used for faxes and emails.

5


* Addressing the envelope
i) The address that appears on the envelope should be the same as the inside address.
ii) If you only want the addressee to read your letter, mark the envelope Private &
Confidential or Strictly Confidential.
Hot tip:
Ensure that a return address is shown on the envelope. If it comes back to you, the
addressee may have moved or gone out of business.
* Spelling and grammar
If you have spell-check, use it! If you don’t, install it! Do remember, however, that
spell-check doesn’t correct grammatical or vocabulary errors, and it can’t check the
spelling of many names, cities, products, etc. You still have to proofread your
correspondence carefully for mistakes.

6


IV. Exercises
1. Match these words with the correct definitions.
1. complimentary close
2. punctuation
3. correspondence
4. abbreviation
5. letterhead
6. salutation
7. proofread
8. surname

9. reference
10. courtesy title

a. The title that appears before a person’s name.
b. The short form of word.
c. To read and correct a piece of written work.
d. A phrase that usually appears at the end of a piece of a
correspondence.
e. Letters and/ or figures used for identification.
f. Marks used in writing that divide sentences and phrases.
g. Family name.
h. The words used to address the person you are writing to.
i. Printed stationery which shows the name and address of an
organization.
j. communication in a written form.

2. Which of the statements is True, and which is False?
1. A company’s logo contains details of their address.
2. The abbreviation Inc after a company’s name means Included.
3. It’s important to use the postcode in the address.
4. It’s not necessary to use a salutation.
5. The abbreviation Enc. at the end of a letter means Enclosures.
6. Spell-check can’t correct grammatical errors.
7. There should be a comma after each line of the inside address.
8. Letters should always be addressed to an individual.
9. Signatures should be handwritten.
3. Writing: Arrange these addresses into the correct order – use block style
a) 40 Oxford street/ Claims Manager/ London W1A 4AK/ Commerce Tower/ Mr. J.
Brown/ Acme Insurance Ltd/ United Kingdom
b) NY 1100/ Executive Vice-President/ 2700 Grand Avenue/ USA/ Schmidt Finance

Inc/ New York/ Ms. Jayne Pavlvo
Words and Expressions
Layout (n): bố cục, cách trình bày
Letterhead (n): phần in đầu giấy viết thư (tên, địa chỉ…)
Look forward to (+ Noun phrase/ Gerund): mong chờ
In the mean time: trong khi chờ đợi
Enclose (v): đính kèm, gửi kèm theo
Reference (n): số tham chiếu, việc tham khảo
Abbreviation (n): chữ viết tắt
Addressee/ recipient (n): người nhận thư

7


Punctuation (n): cách chấm câu, dấu chấm câu
Correspondent (n): người trao đổi thư
Salutation (n): lời chào đầu thư
Courtesy title: chức danh giao tế, xã giao
Block style: kiểu hình khối
Indented style: kiểu viết thụt vào đầu dòng
Clarity (n): sự rõ ràng
Consistency (n): sự nhất quán, trước sau như một
Complimentary close: lời kết thư
Stand for: là chữ viết tắt của…
On behalf of: thay mặt cho
Confidential (adj): kín, bí mật
Proofread (v): đọc và sửa bản nháp

8

UNIT 2.

PRESENTATION AND CONTENT

I. Details of the presentation
In Unit 1, we looked at terms used to describe the arrangement of different parts of
business correspondence. We will now look at ways of presenting information to the
reader.
1. Date: The month should be written in full, not in figures. The date can be written
with or without the abbreviations 1st, 2nd, 3rd, 4th, etc. For example:
1st April 2006
1 April 2006
01 April 2006
8th June 2006
8 June 2006
08 June 2006
Whichever form you use, be consistent, and do not change from one form to
another. Remember that the date should be the day on which the correspondence is
sent, not the day you started writing it.
Hot tip: If you receive correspondence about an important date which is shown in
figures, check the date with the sender.
2. People’s names and courtesy titles: In Vietnam, the name sequence is family name
followed by given names, e.g. Nguyen Dinh Thanh. In other countries, the sequence
may be given names followed by surname, e.g. John Michael Brown or J.M. Brown.
When you know the name of the person you are writing to, it should appear as the
first line of the inside address. You can use the person’s given name and surname, or
initial(s) and surname, preceded by the appropriate courtesy title. For example:
courtesy title

+

<>Mr.

<> <>John

<> <>Brown

<>or <>Mr.

<> <>J. M.

<> <>Brown

<>

given name

+

surname

A common mistake is to write the courtesy title with the given name only. Do NOT
write:
<>NOT
<>NOT

courtesy title
<>Mr.
<>Ms

+
<>
<>

given name
<>John
<>Mary

Hot tip:
People’s names are important, so always check the spelling.
3. Other forms of address:

9


a) You may know the job title of the person you are writing to, but not the person’s
surname. In Example A, the inside address would therefore appear as:
The Operations Director
Southern Transport Services
Note the use of the definite article The, which is not used if the person’s surname is
known, e.g.
Mr Stuart Patterson
But
The Operations Director
<>Operations Director

<>

<>Southern Transport Services

<>Southern
Services

<>

<>

Transport

b) You could also write to a department, e.g. The Export Department (Dept), The Sales
Dept, The Accounts Dept, The Operations Dept, The Human Resources Dept.
c) Another acceptable form is to write For the attention of ... after the address, as
follows:
Southern Transport Services
82 George Street
Sydney NSW 2000
Australia
For the attention of the Operations Director (or Department)
d) If you don’t know a name, or to which department your correspondence should be
sent, simply send it to the company itself, e.g. The Midland Bank, Trans-Asia
Shipping.
Hot tip: Correspondence addressed to an organization only could be seriously
delayed, especially if it’s a large organization. You should always try to obtain a
department or, better still, the name and job title of the appropriate person.
4. Salutation:
a) When writing to somebody whose surname you know, the salutation begins Dear,
followed by the courtesy title and the person’s surname, e.g. Dear Mr. Brown, Dear
Mrs. Black, Dear Miss Smith, Dear Ms Jones.
In Example A, the inside address reads Mr. Stuart Patterson, but note that initials

and first names do not follow the courtesy title in the salutation:
Dear Mr. Patterson
<>NOT
<>*Dear Mr. Stuart Patterson
<>NOT
<>*Dear Mr. S. Patterson
b) If you get to know a person well, you can use their given name, e.g. Dear Stuart. If
in doubt, it is advisable to use the more formal salutation with the courtesy title and
surname.

10


c) If you don’t know the name of a person, or whether they are male or female, use
Dear Sir or Madam or Dear Sir / Madam (NAmE: Ladies and Gentlemen).
d) Dear Sirs (NAmE: Gentlemen) can be used if you write to a company. This
salutation, however, is now often regarded as old-fashioned, and could cause offence if
the recipient is a woman.
e) If you write to a man, but don’t know his name, use Dear Sir.
f) If you write to a woman, but don’t know her name, use Dear Madam. This
salutation can be used for both married and unmarried women.
g) Punctuation: a comma can come after the salutation, but it’s not necessary. In
Name, a colon may be used instead of a comma, e.g. Dear Mr Brown:
Hot tip: When writing to a company you wish to do business with, avoid using
Dear Sir or Madam. Such correspondence often goes straight in the bin, or it may
be deleted. Make an effort to find out the name of the person you should contact. If
you can’t obtain a name, think about which department is most likely to deal with
your correspondence, and address it accordingly.
5. Complimentary closing:
a) Yours sincerely - if the salutation uses a person's name (e.g. Dear Mr Brown, Dear

Ms Jones, Dear Professor Schultz), the complimentary close should be Yours
sincerely.
b) Yours faithfully - if the salutation is Dear Sir or Madam, Dear Sir, Dear Madam or
Dear Sirs, the complimentary close should be Yours faithfully.
c) Yours truly - in NAmE, this complimentary close is often used in place of both
Yours sincerely and Yours faithfully.
d) Best wishes - if the salutation uses a person's first name (e.g. Dear Stuart, Dear Liz),
the complimentary close should be Best wishes. You might also find Best regards,
Warm regards or simply Regards, especially on faxes and emails.
SUMMARY
How to write the salutation and complimentary close
When you write ...
write ...

and write ...

1 to a person you know well
Dear John
Best wishes
2 to a man if you don't know his name
Dear Sir
Yours faithfully
3 to a woman if you don't know her name
Dear Madam
Yours faithfully
to a person you don't know whether the Dear
Sir
or
4
Yours faithfully

person is male or female
Madam
5 to a man in the more formal way
Dear Mr. Smith Yours sincerely
6 to a woman in the more formal way
Dear Ms Smith Yours sincerely

11


6. Signature block: Your printed name should always appear below your handwritten
signature. If applicable, your job title or department should follow. In Example A, the
name Frank Johnson is written, but this could also appear as F. Johnson, possibly
followed by the appropriate courtesy title in brackets, i.e. F. Johnson (Mr.). Unlike
Vietnam, given names are gender specific in many countries. That is to say, a name
such as Frank can only be male, whereas Susan can only be female. Nearly all given
names are gender specific, although there are some exceptions.
Hot tip: If in doubt about whether a given name is male or female, check on the
internet. Some good dictionaries also have this information.
7. Faxes and emails:
a) Faxes: Although faxes tend to slightly less formal than letters, it is advisable to
follow the same conventions as letters for the salutation and complimentary close.
b) Emails: Emails tend to be the most informal method of communication, but the
same conventions for letters should be used until a business relationship has been
established. Some abbreviation (TLAs) are generally accepted, such as FYI (for your
information), NRN (no reply necessary), but if you’re not sure then use the full written
form. Emoticons (or smileys) such as :-) and :-( should not be used in business emails.
c) Capital letters: Do not write emails or faxes in capital letters, or use other devices
for emphasis. Let the reader decide what is important.
Hot tip: Don’t be too informal if you don’t know the recipient well.

II. SUMMARY OF SOME IMPORTANT POINTS
• The layout of letters has received the most attention, but do remember that many of
the points about letters apply equally to faxes and emails. If you don’t know the other
person well it’s advisable to use the conventions of letter writing until such time as a
business relationship has been established.
• Try to put yourself in the position of the addressee, and ask yourself whether the
layout of your correspondence contains the information he or she is likely to need.
This could be your courtesy title, your job title, your contact details, or whatever else
you consider appropriate.
• When writing the date, do not show the month as a number. Write the month in full.
• If you don’t have the name of a person, make an effort to find out, especially if your
correspondence is connected with a sales proposal, or if you are writing to a company
with whom you wish to establish a business relationship.
• If you are writing to a woman, but don’t know whether she’s married or unmarried,
use Ms.

12


• Use the correct salutation and matching complimentary close.
• Do not confuse the style of personal and business emails. Use the correct conventions
for business purposes.
III. Exerciese
1. Which of the statements is True, and which is False?
1. It’s more polite to write the courtesy title Mr. in full, e.g. Mister John Brown.
2. In the USA, 10/08/2005 means 8 October 2005.
3. If the salutation is Dear Mr. Brown, the complimentary close will be Yours
sincerely.
4. If writing to Mrs. Angela Brown, the salutation should be Dear Mrs. Angela Brown.
5. It’s safe to assume that somebody with the job title Manager (e.g. Export Manager)

is a man.
6. Emoticons should be used to make emails seem friendlier.
2. Circle the best answer
1. Letters should always be addressed to a/an…..
A. individual

B. organization

C. department

D. all answers are correct

2. If the salutation is Dear Sir or Madam, the complimentary close can be…..
A. Yours faithfully

B. Yours sincerely C. Best regards

D.Best wishes

3. The ……paragraph of my correspondence should give the reason for writing.
A. last

B. middle

C. second

D. first

4. ….. means the words used to address the person you are writing to.
A. surname

B. salutation

C. courtesy title

D.first name

C. price list

D. reference

C. Fridge

D. Free

5. A list of items for sale is a/an……
A. catalogue

B. quotation

6. CIF means cost, insurance and…..
A. Freigh

B. Freight

7. The date should appear immediately….. the sender’s address.
A. above

B. before

C. after

D. below

8. How many main parts does a business letter include”
A. 9

B.10

C.11

D.12

9. The abbreviation Inc after a company’s name means.

13


A. Included

B. Incorporated

C. Including

D. Incorporation

10. When replying you should quote any ….. that have been provided.
A. date

B. address

C. email

D. reference

Words and Expressions
Substitute (n): vật thay thế
Sustain (v): giữ vững, duy trì
Create an impression of…: tạo ấn tượng về…
Create an impression on…: tạo ấn tượng đối với ai
Figure (n): con số
Initial (n): chữ đầu
If in doubt: nếu không chắc, nếu nghi ngờ
Old-fashioned (adj): lỗi thời
Offence (n): sự xúc phạm, làm mất lòng
Comma (n): dấu phẩy
Colon (n): dấu hai chấm
Avoid + Noun phrase/ Gerund: tránh
Make an effort: cố gắng, nỗ lực
Obtain (v): đạt được, có được
Be likely to: có thể xảy ra, có khả năng
Establish (v): thiết lập
TLA (three-letter acronym): từ viết tắt gồm 3 chữ cái
Emotion/ smiley (n): biểu tượng trạng thái cảm xúc khuôn mặt

14


UNIT 3.

ENQUIRY LETTERS

I. Factors for consideration
When making a written enquiry, remind yourself of the advice in Unit 1 and ask:
• What is the purpose of my correspondence?
• What response would I like to receive?
In order to answer these questions when making enquiries, there are a number of
factors to consider, all of which relate to presentation and content. These include:
• Your relationship with your correspondent, i.e. whether you have had previous
contact with the organization or individual.
• The location of your correspondent, i.e. whether in Vietnam or overseas.
• Whether you are enquiring about goods or services.
• Whether your enquiry is simple or complicated.
II. Content
1. Opening paragraph: Asking for general information, catalogues, etc.
When requesting general information, there is no need to provide background
information about your organization, unless you think it might help. You may be
interested in a specific product or service; if so, your enquiry should mention this fact.
Here are some examples:
a) Would you please send me your latest catalogue of laptop accessories?
b) Would you kindly supply your current catalogue and price list of educational
books? We are particularly interested in material suitable for teenage learners.
c) I would like to know if you have brochure that gives technical information about the
KWM food processor. I am particularly interested in the weight and dimensions of the
‘Supreme’ model.
d) I am enquiring about ‘English for Tourism’ courses in Singapore next year. Would
you please send me details of the syllabus, and the course fees for overseas students?
Other useful phrases for an opening paragraph are:
a) I am writing to enquire about....
b) We would like some information....

c) I would appreciate some information....
Do remember that contractions should be avoided in business correspondence.
Hot tip: If you send your enquiry by email, don’t forget to include your postal
address in case the material requested has to be sent by post.
2. Opening paragraph: Asking for more specific information or details
If you receive a catalogue or brochure, or see an advertisement, you may require
more details about a particular item. When requesting specific information, you should

15


always quote the supplier’s reference, which could be a catalogue number, a course
reference, or some other form of reference. When responding to an advertisement, you
should mention the medium and date.
Here are some examples:
a) I recently visited your website to check your luggage range. Could you please let me
know whether the overnight bags, ref. L802, are available in any other colours than
black?
b) Thank you for your letter dated 27 March, with which you enclosed your current
price list. We are particularly interested in the ‘Young Learners Pictorial Dictionary’,
and would like to know about the quantity discount offered for orders of more than
100 copies.
c) I refer to your advertisement in the August edition of ‘The Business Journal’ for
your new low-energy photocopiers. Could you tell me whether you have an office or a
representative in Vietnam who could demonstrate this machine?
d) With reference to your 2007 prospectus, I note that you will be offering
intermediate and upper intermediate ‘English for Tourism’ courses, ET114A and
ET214B. I am not sure which course would be suitable for me, so would you please let
me know if I can take a placement test before enrolment?
e) Thank you for sending us the samples of leather and the trade prices. If we place an

order at the end of this month, could you guarantee delivery within 30 days?
3. Opening paragraph: Enquiring about a potential business relationship
i) If you have not previously been in contact with your correspondent, you should give
a brief introduction to your organization.
a) Bettafruit is a major producer of top quality canned fruit in Vietnam....
b) We are a leading textile manufacturer located in Binh Duong, Vietnam....
c) Vietpharm represents a number of reputable pharmaceutical manufacturers, and we
are now seeking to expand our product line...
Hot tip: Draw attention to your company’s status, or that of your
correspondent. In the example openings (a) and (b), the writers use top quality
and leading, and in (c) the writer acknowledges the addressee’s reputation
(reputable).
ii) If somebody recommended you to write to a particular company, you should
mention the fact. Alternatively, you should mention where you heard about the
company.
a) I attended the recent European Trade Conference in Hanoi, where I spoke to Mr
Rudi Voller of the Swiss delegation. He suggested that I write to you about our
extensive range of fruit and vegetable products.....

16


b) We were advised by Mrs Kathy Kendall, of the New Zealand consulate in Ho Chi
Minh City, that you were looking for suppliers of high quality children’s wear....
c) We recently learned from an article in the Saigon Times that your company wishes
to develop its market in South East Asia....
d) We understand that you are the representatives for Excel Hotels International in
South East Asia. We would like to introduce our company to your principals with a
view to establishing a service partnership.
4. Middle paragraph

Examples of the structure and vocabulary of middle paragraphs follow in the
correspondence models in this unit. However, some straightforward enquiries only
need opening and closing paragraphs.
5. Closing paragraph
It is usual to close an enquiry by making a reference to the addressee’s response.
Here are some examples:
a) I look forward to hearing from you in the near future.
b) We would appreciate an early (or urgent) reply.
c) We hope to hear from you soon.
d) A prompt reply would be appreciated.
If you are sending an e-mail, you can close the enquiry more informally with a
phrase such as Thank you, Many thanks or Thanking you in advance.
III. Models and examples of correspondence
Words & Expressions:
ISBN: International Standard Book Number
Cost price: giá vốn, giá bán sỉ
Competitive (adj): cạnh tranh
Distributor (n): người phân phối
Incoterms
1 Simple requests for catalogues and/or general information
CORRESPONDENCE EXAMPLE 3/A
3/A i)
Dear Sir or Madam
Would you please send me your current catalogue and price list.
I look forward to hearing from you.
Yours faithfully
Huynh Ngoc Vinh (Mr)
Director

3/A ii)

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Dear Sir or Madam
Would you kindly send us your current catalogue and price list as soon as
possible.
We are particularly interested in lightweight plastic shelving, suitable for use
in a hotel kitchen.
We would appreciate your prompt reply.
Yours faithfully
Tai Ling Chun (Ms)
Catering Manager

3/A iii)
Dear Sir or Madam
My daughter is hoping to study ‘English for the IT Industry’ in Melbourne for
six months next year. Could you therefore send me a prospectus for your
college?
I would also like some information about your ‘Homestay’ accommodation
programme for students. My daughter is 20, and would prefer to stay with a
family who have children of a similar age.
I hope to hear from you soon.
Yours faithfully
Le Thi Minh Chi (Mrs)

These three examples of enquiries could be sent by letter, fax or email. However, a
salutation is not necessary for an email, and the complimentary close could simply be
Thank you, Many thanks or Thanking you in advance.
2. Asking for more specific information or details

CORRESPONDENCE EXAMPLE 3/B
3/B i) In this example, Professor Nam has already been in contact with Cavendish
Publications, and obtained some of the information he requires. He suggests that an
order is likely if the price of the books is acceptable.
Read the correspondence and answer these questions:
a) Has Professor Nam used the correct salutation and complimentary close?
b) Where did he obtain the ISBNs of the books?
c) What does Professor Nam need to know before he places an order?
d) Which words or phrases in the letter have these meanings?
1. without delay

………………

2. a lower price

………………

3. sold without profit

………………

4. a better price than other suppliers

………………

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COLLEGE OF ARCHITECTURE
96 Pasteur Ho Chi Minh City

19 January 2006
Our ref. DOA/149/HVM
Mr S. Lee
Sales Manager
Cavendish Publications
PO Box 818
Causeway
Hong Kong
Dear Mr Lee
Thank you for sending your catalogue so promptly. We are interested in the
following titles:
Title
Modern Architecture
Industrial Design
Workplace Lighting

ISBN
0 521 78617 4
0 899 33188 7
0 899 33188 7
1 414 82553 1

We usually purchase books in quantities of 50 or more, so please advise us of
the discount that would apply. We pass on the price of the books at cost price
to our students, so please quote your most competitive price.
An early reply would be appreciated.
Yours sincerely
Prof Nam Hoang
Dept of Architecture

3/B ii) In this example Mr Loc responds to an advertisement which gave general
information, but not the specific information that Mr Loc requires.
Read the letter and answer these questions:
a) Where did Mr Loc see the advertisement?
b) What does ASEAN stand for?
c) What does Mr Loc want to know?
d) What is Mr Loc concerned about?
e) Which words or phrases in the letter have these meanings?
1. a supplier of goods

……………………….

2. in every part of

……………………….

3.providing help after
purchase

……………………….

4. a written guarantee

……………………….

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TLC Electronics
47 Ly Thuong Kiet st Tan Binh Dist. Ho Chi Minh City

ShowMaster Electronics
12-14 Mihanma Chatan-Cho
Kameda-Machi
Niigata 950-01
Japan
For the attention of the Sales Department
27th April 2006
Dear Sir or Madam,
According to your advertisement in the latest edition of ‘Super Sounds’, the
ShowMaster home entertainment system will be available throughout the
ASEAN region in June 2006.
Would you please let me know who the main distributor in Vietnam will be?
In the past I have encountered problems with technologically advanced
electronics because of poor after-sales service. Could you please advise me
of your company policy in this respect, especially where warranty repairs are
involved?
I look forward to hearing from you.
Yours faithfully
Nguyen Loc (Mr)
Proprietor

3/B iii) In this example Mr Thanh replies to Mr Scarlatti by email. His company has
approved the product but they need some further information before confirming the
order.
Read the email and answer these questions:
a) In which country is Mr Scarlatti located?
b) What two things does Mr Thanh need to know before he confirms the order?
c) What does CIF mean?
d) What sort of terms are ex-works and CIF?
e) Which words or phrases in the letter have these meanings?

1. an example of something

…………..

2. the price a company pays to a manufacturer

………….

3. the method of paying for the goods

…………..

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From:
Subject: Your ref. 19884/GS
Date: 24 March, 2006 10:36:25 GMT+05:00
To:
Dear Mr Scarlatti,
Thank you for sending the sample bathroom tiles and trade prices. The
tiles have been tested and found to meet our cost and quality
requirements, so an official order will be placed shortly.
Your trade prices are shown as ex-works, but I need to know the CIF
Saigon Port prices, and your normal terms of payment.
I would appreciate an urgent reply, as delivery is required by 15 July.
Yours sincerely
Huynh Thanh

3. Enquiring about a potential business relationship

CORRESPONDENCE EXAMPLE 3/C
3/C i) In this example, Mr Phuoc writes an introductory letter about the services his
company can offer. Note that Mr Phuoc has obtained a person’s name rather than
simply addressing his letter Dear Sir or Madam. At this early stage he takes care not to
overload Mr Chatuchak with information. The letter is concise but positive, and
encourages Mr Chatuchak to make contact.
Read the letter and answer these questions:
a) Has Mr Phuoc been in contact with Mr Chatuchak before?
b) Is the correspondence about products or services?
c) What has Mr Phuoc sent with his letter?
d) What are the two positive words or phrases that Mr Phuoc uses in the second
paragraph?

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EXIM Distribution Company
557 Le Loi st Danang
www.exim.com
Our ref: TVP/D05/119
29 May 2006
Mr P Chatuchak
Marketing Director
Dateline Courier Services
Unit 8, Cargo Terminal
Don Muang International Airport
Bangkok
Thailand
Dear Mr Chatuchak
We operate a major distribution network from our secure facility at Danang International

Airport. We provide overnight delivery services throughout Central Vietnam, including
the cities of Hue, Quy Nhon and Nha Trang.
We know that Dateline currently uses Ho Chi Minh City as its distribution gateway
for Vietnam, and would like to introduce you to the advantages that Danang can offer as
a second gateway. The enclosed brochure provides some information about this
rapidly expanding economic zone, and further details can be found on our website.
We understand that you are a regular visitor to Vietnam and would welcome the
opportunity of showing you our facilities in Central Vietnam. Alternatively, we would be
pleased to arrange an initial meeting in Ho Chi Minh City during your next visit.
We look forward to hearing from you, and will gladly provide any further information
you require.
Yours sincerely
Tien Phuoc (Mr)
Managing Director

3/C ii) In this example, Ms Hoa explains how she heard about Modern Elegance, and
her reason for writing. As in example 3/Ci, Ms Hoa doesn’t overload Ms Courtney
with information. Note that in the second paragraph Ms Hoa mentions that Vicotex do
not yet sell to Australian customers, which indirectly suggests that Ms Courtney
should therefore act quickly.
Read the letter and answer these questions:
a) Have Ms Hoa and Ms Courtney been in contact previously?
b) Where did Ms Hoa hear about Modern Elegance?
c) What phrase does Ms Hoa use to say that Vicotex wants to sell to Australian
customers?
d) Is Stella Courtney married or single?
e) Which words or phrases in the letter have these meanings?

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1. not long ago

…………..

2. an event at which companies display their products

…………..

3. considering other options

…………..

4. a particular region or country that buys goods

…………..

VICOTEX
422 Pasteur st HCM City
www.vicotex.com.vn
Ms Stella Courtney
Modern Elegance Pty
48-54 Queen Street
Sydney NSW 2020
Australia
Dear Ms Courtney
I recently met Mr Frank Dawson at a trade fair in Hanoi organised by
the Australian Chamber of Commerce. He mentioned that Modern
Elegance would shortly be reviewing their contracts with suppliers of
finished clothing articles, and I am therefore writing to introduce my

company.
Vicotex operates three production plants, and supplies high quality
articles of dress clothing to a number of fashion houses in Europe and
the USA. At present, we have no business arrangements in Australia, but
we are keen to expand our market.
I will be pleased to provide some samples of our finished goods for your
approval, together with any other information you may require about
Vicotex. You might also wish to visit our website.
Please do not hesitate to contact me if I can be of further assistance. I
look forward to hearing from you.
Yours sincerely
Le Dinh Hoa (Ms)
Export Sales Manager

4. Initials and abbreviations
Some initials and abbreviations are widely used and recognized internationally. For
example, in Correspondence Example 3/Bi we saw ISBN, in 3/Bii ASEAN, and in
3/Biii we saw the Incoterm CIF. Other abbreviations used in correspondence are also
widely recognized, such as Ltd. Inc, enc. and c.c., and emails have their own set of
recognized abbreviations (TLAs), such as FYI.
It is unlikely, however, that an overseas correspondent will understand the
significance of some abbreviations or initials commonly used in Vietnam. For

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instance, if you write about EVN or VNPT or FPT, you may have to explain what
these organisations are and what they do.
Hot tip: If you receive correspondence that uses an abbreviation you don’t
recognise, check with the sender. It could be important!

• Don’t use contractions in business correspondence.
• Don’t overload your correspondence with information.
• Make it easy for your correspondent to reply by quoting references.
• Ask for samples.
• Don’t be afraid to ask for a discount, but ask politely.
• Make sure you understand any prices quoted.
• Use appropriate Incoterms.
• If use abbreviations or initials, make sure your correspondent understands them.
• Close your correspondence with a polite phrase.
IV. Exercises:
1. Match words and phrases with the definitions.
1. Quantity discount
2. Warranty
3. Leading
4. Competitive price
5. Prospectus
6. Distributor

a. A price that’s as good as, or better than others
b. A suppliers of goods
c. A lower than normal price for buying a large number
d. An agreement to replace or repair something that’s faulty
e. Information about school
f. Important

2. You have decided to start your own business. Invent your own convenience
service and write a letter to your bank manager asking for a loan.
Your letter should include all of the following:
A short paragraph saying why you are writing.
- A brief business plan. For example, what will your company be called? What

service will it provide? Have you found premises? How many people will you need
to employ? Have you carried out any market research? How will you advertise
your company? etc.
- An estimate of how much money you think you will need to start your business
and a brief outline of how you arrived at this figure.
- An ending in which you suggest possible times and dates for an interview and tell
your bank manager how he/she can contact you to arrange the interview.

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