Difficulties in writing business correspondence of export import staff at anh minh transport and trading investment company

THUONGMAI UNIVERSITY
ENGLISH FACULTY
------

GRADUATION PAPER
DIFFICULTIES IN WRITING BUSINESS CORRESPONDENCE
OF EXPORT-IMPORT STAFF AT ANH MINH TRANSPORT
AND TRADING INVESTMENT COMPANY

Supervisor: Nguyen Bich Hong
Student: Hoang Van Thao
Class: K52N2
Id: 16D170114

Hanoi - 2020

HÀ NỘI - 2016


ABSTRACT
According to Wikipedia, Business correspondence means the exchange of
information in a written format for the process of business activities. Business
correspondence can take place between organizations, within organizations or between
the customers and the organization. The correspondence refers to the written
communication between persons. Hence oral communication or face to face
communication is not a business correspondence.
According to Business Dictionary, business correspondence is "any written or
digital communication exchanged by two or more parties." Business correspondence
comes in the form of letters, emails or text messages.
Understanding the principles of business correspondence is one of the most
fundamental tasks for any business professional. Businesses use business

correspondence to develop a professional relationship with their customers, and this is
an effective way of building a loyal customer base. It gives companies the ability to
communicate continuously with their partners and eventually develop an
understanding of their needs and wants to gain an advantage over competitors.
In this study, the researcher has showed the knowledge of the business
correspondence. Also some difficulties in writing business correspondence have been
presented and there are some suggested solutions for them.
In order to finish this study, the researcher used some methods such as collecting
information from books, and the Internet to get theoretical background. Then, a
questionnaire was conducted with the help of export-import staffs from AMT
company. After getting the result, the researcher analyzed and presented some
difficulties and recommended some solutions for those who had obstacles when
writing business correspondence.
After that, I decided to choose this topic: “Difficulties in writing business
correspondence of export-import staff at Anh Minh Transport And Trading
Investment Company” as my topic of graduation thesis.


ACKNOWLEDGEMENTS
I would like to express my gratitude towards teachers at English Department –
Thuongmai University who have supported me in my process of conducting thesis.
Especially, I would love to express my sincere thanks to my beloved supervisor – Ms.
Nguyen Bich Hong who has helped me a lot from outline preparation to the
completion my graduation paper.
I have a valuable opportunity to study and work at Anh Minh Transport and
Services Trading Company (AMT Company) in the internship.
I would like to express my thanks to Mrs.Tho - the manager of export-import, for
her support and insightful advice when working at AMT Company. Moreover, I would
like to thank all the staffs from Export-Import Department for joining in the survey
and helping me during the internship.

Although my graduation thesis has been completed, the shortcomings are
inevitably avoided. Due to my limited knowlege, I would like to receive the
comments, appreciations and feedbacks from teachers to complete better and better.

Student
Hoang Van Thao


TABLE OF CONTENTS
ACKNOWLEDGEMENTS........................................................................................ii
TABLE OF CONTENTS...........................................................................................iii
CHAPTER 1: OVERVIEW OF THE STUDY.........................................................1
1.1.

Rationale............................................................................................................. 1

1.2. Previously studies..................................................................................................3
1.3. Aims of the study...................................................................................................5
1.4. Research Subjects.................................................................................................5
1.5. Scope of the study.................................................................................................5
1.6. Research methodology..........................................................................................5
1.7. Organization of the study.....................................................................................6
CHAPTER 2: LITERATURE REVIEW...................................................................8
2.1. Business correspondence......................................................................................8
2.1.1 Definition of Business Correspondence..............................................................8
2.1.2 Parts of Business Correspondence......................................................................8
2.1.3 Main types of business correspondence.............................................................12
2.2 Inquiry Letters, Order Letters, and Complaint Letters...................................13
2.2.1 Inquiry Letters....................................................................................................13
2.2.2 Order Letters......................................................................................................15

2.2.3 Complaint Letters...............................................................................................17
2.3 Difficulties in writing Business Correspondences..............................................19
2.3.1

Difficulties in writing Inquiry Letters...........................................................19

2.3.2 Difficulties in writing Order Letters..................................................................19
2.3.3 Difficulties in writing Complaint Letters...........................................................20
CHAPTER 3: RESEARCH FINDINGS..................................................................22
3.1. Research context.................................................................................................22
3.2. Research procedure............................................................................................22
3.3. Result of the Survey Questionnaires..................................................................23
3.4. Result of the Interviewing....................................................................................28
CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS............................30


4.1. Existed problems and difficulties in in writing a business correspondence of
the Export-Import staffs............................................................................................30
4.2. General suggestions for the Export-Import staffs in the Anh Minh company
to improve in writing skill on business correspondence..........................................30
4.3. Suggestions for inquiry letter, order letter, and complaint letter....................32
4.3.1. Suggestions for difficulties in writing inquiry letter......................................32
4.3.2. Suggestions for difficulties in writing order letter.........................................32
4.3.3. Suggestions for difficulties in writing complaint letter.................................33
4.4. Recommendations for managers of the AMT Co to help the staffs improve
business correspondence writing skill......................................................................34
CONCLUSION..........................................................................................................36
REFERENCES..........................................................................................................37

CHAPTER 1: OVERVIEW OF THE STUDY
1.1. Rationale
Nowadays, English is a very important language in communication. It does give
us the chance to communicate well with others. English has spread the fastest growing
scientific language in the world. This language currently occupies the position of a
trading language. Many multi-national companies when dealing with foreign partners
will do it in English.
Thus, letters is an indispensable tool of communication in business. Business
letters or business correspondences are used to sell the products, make inquiry about
customers or prices of goods, seek information and advice, maintain good public
relation, increase goodwill and perform a variety of other business functions. With the
continuous growth of commerce and industry, business letters are more and more
important and necessary. Especially in the context of corona virus outbreaks are
intensing outbreaks all over the world that everyone needs to avoid face-to-face
contact.
Firstly, business letter helps exchanging business information. Letters are the
most economical and convenient means of exchanging information. With the help of
letters, executives can easily exchange information with customers, suppliers,
investors, government offices; regulatory authorities etc.
Secondly, it helps maintaining proper relationship. Nowadays business activities
are not confined to any one area or locality. The businessmen as well as customers are
scattered throughout the country. Business correspondences play an important role in
establishing

and

maintaining

relationship

with

various

parties.

Business

correspondences reduce the distance between a business and its customers, suppliers,
creditors and other public groups. Customers can write to businesses looking for
information on services.
Thirdly, though there are other modes of communication like telephone, telex,
fax, etc.; Business information can be provided and obtained economically and
conveniently through letters. Valuable time and costs can be saved.

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Last but not least, it helps in expansion of business. Business requires
information regarding competing services, prevailing prices, promotion, market
activities, etc. In this global business, an excellent command of English is required for
key jobs.
Anh Minh Transport is a logistics company, especially in importing and
exporting foreign orders. The documents and contracts of the company are mainly in
English, and when negotiating and contracts signing with foreign partners, Anh Minh
company always uses English.
The main roles of the Export - Import department in AMT Co. are listening to
customer concerns, researching market, tracking trends and monitor competition,
preparing necessary English documents with Customs, and helping improve import
and export process of the company and customer.

Especially, the essential role of the Export - Import department is keeping in
touch with customers through business correspondences. Any incoming letter must be
replied in a short time. The letter should be tactful, simple in language, helpful and
every customer must feel that their enquiries are being considered.
Nowadays, many companies not only operate in their countries but also are
expanding overseas. During the internship in AMT Company, the researcher has got
chances to study English thoroughly in terms of four skills practices especially writing
business correspondences. In order to keep in touch with partners, the best way is to
use business correspondence in English because more than three-fourth of the world’s
mail.
From the above reasons, it is an urgent need to prioritize in proposing the
difficulties that Export-Import department’s staffs of AMT Co. often face with when
writing business correspondences. In addition, AMT export-import staffs often deal
with inquiry letters, order letters, complaint letters from customers during working
time. Therefore, the study on difficulties in writing business correspondence in the
export-import department of AMT Co and some suggested solutions really meet the
need.

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1.2. Previously studies
According to Gale (2014), business correspondence is one type of
communication, which is used every day in all workplaces. There are many types of
business which usually come with standard structure and style. It realized although
business correspondence is more and more necessary and easy to understand, writing
business correspondence well is not easy.
Guffey & Du-Babcock (2010, p.100) mentioned that email and letter has been the
alternative communication channel lately. Communication by email is “a process and
continuous activity”, which means both sender and receiver cannot revoke the

information or messages delivered.
According to Guffey & Du-Babcock (2010), good business communications are
brief, the content should be easy to read and understand, and unnecessary words,
sentences or even paragraphs should be deleted. Some solutions are indicated that
improvement of readability should be sought through the use of headings, bulleted
listings, side headings, and an introduction that explains what will follow. Cultural
differences should be considered so the content is clear and precise in language; slang
that causes confusion abroad should be avoided. The writer should double-check
before sending and use spell check.
Locker & Kaczmarek (2011) stated that email and letter has many advantages in
business communication; for instance, employees can decrease working time by using
email to communicate and convey information promptly and business letters can be
used to confirm in written form when contract is plenary in spoken communication.
Research has shown that the effective business correspondence writing should
determine the readers cause they may differ to be superior, middle or line
management, colleague, the customers, potential customers, the government, or other
companies in the similar market. Knowing who the readers are can help determining
what type of information to contain in the letter. Letter should contain a lots
knowledge about the topic that conclude from both external and internal written works
and materials to the company (Sue, Fryar and Thomas ,1994)
According to A study of problems in the business English writing skills of Thai
employees at The Classic Chairs Company by Miss Thandarin. This study focused on

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surveying the problems related to the business English writing skills of the employees
at The Classic Chairs Company in order to improve their English writing skills. The
findings from this study could provide useful information to help improve their
English writing skills in the workplace, which will increase their confidence. As a

result, their productivity and performance will increase. English skills usage and
problems in the workplace, reasons for using business English emails and type of
business English writing usage. This study showed that the problems mentioned issues
written English that the employees at The Classic Chairs Company encounter in their
duties. English writing skills refer to emails, letters and reports.
The researcher chose the method of analyzing, summarizing, and synthesizing
materials and books to perform the theoretical background in the A study on
difficulties in writing business correspondence for major English students of foreign
languages faculty of academy of finance by Dam Hong Loan, Foreign Languages
Department, Academy of Finance. Besides, the researcher also made use of
information from informal discussions with teachers and friends. This study has
showed some difficulties that major English students of foreign languages faculty of
academy of finance often have faced with when writing business letters. Besides, the
researcher has already suggested some ways to improve the difficulties. It helps
students to have a general view of fundamental things about the skill and to improve
some difficulties that they often have got.
Other scholars such as A study on written structures, personal pronoun, decision
and attitude expressions in commercial correspondence by Dinh Thi Thu Ha,
Haiphong University. This study was completed thanks to information collected from
internet, books to get theoretical background. After that, the analysis on 50 letters is
carried out to get basic knowledge and specific exemplifications. In order to make the
study more persuasive and interesting, some examples are taken from some close
companies and reliable sources. In this study, the researcher pointed out an overview
on related theoretical background of commercial correspondence, business terms
during the study; the main aims of the study is a comparison of the real status between
written structures, personal pronoun, decision and attitude expressions used in business
correspondence, and from then, finds out some strategies to compose a good letter for
students.

4

1.3. Aims of the study
The aim of this study is to investigate and find out difficulties that staffs in the
Export - Import department of AMT Co have faced when writing business
correspondence, especially in inquiry letters, order letters, and complaint letters and
give some suggested solutions in order to improve the business correspondence
writing skill and to easily contact, communicate and persuade customers. This also
presents several useful tips to make the letter plentiful and create a good impression on
the reader.
1.4. Research Subjects
The subject of the study is difficulties in writing business correspondences at the
Export - Import department of AMT Co.,
Although there are many kinds of business correspondences, this study just
focuses on inquiry letters, order letters and complaint letters, which the staffs in the
Export - Import department often deal with during in the AMT Company.
1.5. Scope of the study
The study was conducted in the Export - Import department of the AMT
Company, and all the staffs in the Export - Import department persuaded to take part in
and answer some questionnaires in order to find out obstacles in writing business
correspondences and difficulties of AMT export-import staffs when dealing with
inquiry letters, order letters, complaint letters from customers during working time.
1.6. Research methodology
This study is a systematic investigation into difficulties that staffs at the Export Import department of the AMT Company have faced. It is helpful to find out obstacles
and solve problems, support and help them to improve their performances.
Tools of data collection: questionnaire.
The questions in the questionnaire were designed in order to ask the exportimport staffs about business correspondences, their background about business letters,
how they use them at work, what kind of problems, difficulties they have faced in
writing business correspondences, and some recommendations that they suggested to
help themselves and company to improve and get over these obstacles. The detail

contents of the questionnaire was attached in the appendices part.

5


The survey was conducted on March 30, 2020, at the export-import department
of the AMT Company. There were 15 export-import staffs from AMT Co taking part in
the survey.
The questionnaire comprised 11 questions that were developed to ensure rigor
and objectivity of data. The time for the questionnaire was about 30 minutes. During
the time of conducting a survey, the researcher supervised the staffs and controlled the
procedure seriously. Thus, this would make the result more trustworthy and reliable.
Tools of data collection: interview
Researcher directly conduct to interview: interview 10 the export-import staffs in
Anh Minh company. Interviewing takes place in department in the time of working at
the company
Respondents were asked to talk about themselves, their works and businesses,
focusing on their works relating to business correspondence. This article focuses on
construction of standardized survey questionares and interviews that shows difficulties
in writing business correspondence of the Export - Import staffs in AMT Company.
Data analysis
After collecting data to have full of necessary information, the reseacher also
used some other methods to analyze such as comparative, contrasting techniques to
studying more effectively and exactly.
All the information collected was carefully recorded, refined and systematically
reoganized. After that, the documents obtained from the above methods is gathered,
sorted, filtered out to be used as the basis for the synthesis, analysis and evaluation
which are difficulties when writing business correspondence at Anh Minh company.
1.7. Organization of the study
The study is divided into four chapters:

Chapter 1: The overview of the study.
This chapter presents some points such as rationale, aims, and research
methodology of the study.
Chapter 2: Literature review.
This chapter provides a general overview of business correspondence.
Chapter 3: Research findings
This chapter presents the research methods and procedures, the materials, the
methods of data collection and data analysis.

6


Chapter 4: Recommendations and Suggestions
This chapter shows the results, discussion, and suggested solutions.

7


CHAPTER 2: LITERATURE REVIEW
2.1. Business correspondence
2.1.1 Definition of Business Correspondence
From the review presented in the previous chapter, it can be seen that commerce
is an important aspect of development and possibly influences all branches of
existence. The effectiveness of commerce is a function of the effectiveness of the
different players existing within a commercial environment. This means that the
effectiveness of commerce is influenced by the different organizations and firms
operating in the industry. Therefore, understanding the factors that contribute to the
successful performance of an organization will contribute in the understanding of the
different factors that affects the entire commerce industry.
There are many ways to define “business correspondence”.

“Business correspondences are any written or digital communication exchanged
by two or more parties. Correspondences may come in the form of letters, emails, text
messages, voicemails, notes, or postcards. Correspondences are important for most
businesses because they serve as a paper trail of events from point A to point B. The
law firm required all employees to archive their correspondences so that they could be
retrieved as a reference point for pending cases.”
_Business Dictionary_
In other words, a business correspondence is a method of information exchange
or communication through a written format for the purpose of business actions.
Business correspondence may occur in an organization, between different
organizations, or between organization and its consumers. There are many formats of
business correspondence which are generally utilized and accepted.
2.1.2 Parts of Business Correspondence.
2.1.2.1 Parts of Business Correspondence
The business correspondence is a letter that has specific parts. It is important to
understand all the parts of a business correspondence, so the receiver reads it and takes
it seriously. When you understand all the parts of a business correspondence, writing a
business correspondence is quick and easy.
According to the book “Oxford Handbook of commercial correspondence”, by
Ashley, he divides a business correspondence into 12 different parts:

8


1. Heading
The heading of a business correspondence usually includes the name and postal
address of the business, E-mail address, Web-site address, Telephone Number, Fax
Number or logo of the business.
2. Date
The date is normally written on the right hand side corner after the heading as the

day, month and years. For examples, 30th Mar, 2020 or Mar 30, 2020.
3. Reference
It indicates letter number and the department from where the letter is being sent
and the year. It helps in future reference. This reference number is given on the left
hand corner after the heading. For example, we can write reference number as
AB/FADept./2020/30.
4. Inside address
In a business correspondence, we should give the address of the recipient after
our own address. Include the recipient's name, company, address and postal code. Add
job title if appropriate. Separate the recipient's name and title with a comma. Double
check that we have the correct spelling of the recipient’s name.
Wilson Nguyen, Director
National Wildlife Federation
1412 18th Street
Washington, DC 20036
5. Subject
Its inclusion can help the recipient in dealing successfully with the aims of your
letter. Normally the subject sentence is preceded with the word Subject: or Re:
Subject line may be emphasized by underlining, using bold font, or all capital
letters. It is usually placed one line below the greeting but alternatively can be located
directly after the "inside address," before the "greeting."
Subject: Your order No.092 dated 30th March 2020.
Subject: Enquiry about Iphone XSmax
Re: Insurance policy
6. Salutation
Salutation is often placed below the inside address. Use the name of the
addressee with his title. If you know the addressee personally, it is enough to use the
first name of the addressee. In case you do not know the addressee, it is better to use
the full name of the addressee. In either care, use the title of the addressee.
Dear Mr. Wilson,

Dear Miss Nancy,
Dear Mrs. Wilson,
Dear Mr. Donal Trump,

9


In case you are not sure about the sexuality (gender) of the addressee, it is better
to use the full name of that person.
Dear Donal Trump,
7. Body of the letter
Body of the letter comes after salutation. This is the main part of the letter and
the body should be concise and brief. It is usually divided into three parts:
Opening part: This is the introductory part of the letter.
For example, with reference to your letter no.87 dated. 30th March 2020, I would
like to draw your attention towards the new brand of car.
Main part: This part usually contains the subject matter of the letter. It should be
precise and written in clear words.
Concluding Part: This contains a statement of the sender’s intentions, hopes or
expectations concerning the next step to be taken. Further, the sender should always
look forward to getting a positive response. At the end, terms like Thanking you, with
regards, with warm regards may be used.

10


8. Complimentary close
It is merely a polite way of ending a letter. It must be in accordance with the
salutation.
01. Complimentary close

Salutation
Dear Sir/Dear Madam
Dear Mr. Jonny
My Dear Jonny
9. Signature
Signature is usually written in ink, below

Complementary close
Yours faithfully
Yours sincerely
Yours very sincerely
the complimentary close. The name of

the writer should be typed immediately below the signature.
Yours faithfully,
For M/S ACB Electricals
(Signature)
WILSON NGUYEN
10. Enclosures
All the supporting documents should be added so that your letter will get
professional and authentic look such as cheque, draft, bills, receipts, lists, invoices etc.
that attached with the letter. These enclosures are listed one by one in serial numbers.
Encl: The list of goods received
11. Copy circulation
This is required when copies of the letter are also sent to persons apart of the
addressee. It is denoted as C.C.
C.C.
i. The Chairman, ACH Corporation
ii. The Director, ACH Corporation
iii. The Secretary, ACH Corporation

12. Post script
This is required when the writer wants to add something, which is not included in
the body of the letter. It is expressed as P.S. For example,
P.S. In our offer, we provide two years warranty
2.1.2.2 Format of Business Correspondence.
02. Formats of Business Correspondence
Tel.
Name of the firm
E-mail:
Fax.
Postal Address
Website:
Ref. Dated:
To:
Name and address of the person to whom letter is sent
Subject:
Salutation, ____________________________________________________________

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Opening part __________________________________________________________
Main part ____________________________________________________________
Concluding part ______________________________________________________
Complementary close
Signature
(name)
Designation
Enclosures
CC

PS
2.1.3 Main types of business correspondence
The most important factor you need to ensure in any business correspondence is
accuracy. One of the aspects of writing a business correspondence that requires the
most accuracy is knowing which type of business letter you are writing.
A number of options are available for those looking for trade in business
correspondence, and you will significantly increase your chance for getting a reply if
you know the form you need to send. There are 5 main types of business
correspondences divided by Ashley, in his book “Oxford Handbook of commercial
correspondence” published in 2003:

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 Business Inquiry Letter:
Letters of inquiry are sent by company officials, executives, managers and others
conducting company business to request information from other companies, such as
equipment features and pricing, or service offerings.

 Quotation Letter:
A quotation is a specific offer for sale. It is sent in response to an inquiry from a
particular individual or business house. Thus it is a reply message to an inquiry from a
potential buyer. A quotation includes details about the prices of specific goods
selected, terms of payment and conditions of delivery while writing such letter, the
seller should clearly state everything as inquired by the buyer.

 Order Letter:
A letter of order is a document that confirms the details of a purchase of goods or
services from one party to another. It usually includes more information about what
you are ordering, like quantity, model number, or color, the payment terms, and the

matter in which the products are to be shipped. When the recipient receives this letter,
they will process the order and send the merchandise.

 Complaint Letter:
A Complaint letter is a request for an adjustment. In other words, it is a letter that
describes the damage; errors or mistakes happened to the delivered goods and
therefore claims for compensation are known as a complaint letter.

 Recovery Letter:
The letter written by the seller for collection of money for the goods supplied to
the buyer is called recovery letter. The aim of recovery letter is to collect money
without annoying the customers. The letter should include information regarding the
amount of arrears argument for payment, and last date for payment. The language of
recovery letter should be polite, so that the customer is not offended and future
transactions with him are not adversely affected.
2.2 Inquiry Letters, Order Letters, and Complaint Letters
2.2.1 Inquiry Letters
“An enquiry letter is written by a potential customer, on the lookout for a product
or with a desire to avail the service offered by a seller or an organization. An enquiry
letter is neither a contract nor does it entail any contractual obligation between the
two. It is actually a preliminary exercise that may lead to a contract.”

13


_ Farash Muhamed, 2013 _
The term “Inquiry” is same as “Enquiry”. The former is more commonly used in
U.S. and the latter one is more common in U.K.
The letters of inquiry are written for collecting information about job seekers,
prices, products, and services before awarding jobs, granting credit, making contracts

and giving promotions. Inquiry letters are written to a third party seeking information
about either a job or a company that wishes to make business relationship.
Types of Inquiry Letter
 Personal status inquiry letter:
The letters that are written by prospective employers for obtaining information
about job applicants are called personal status inquiry letter. Employers write this letter
to obtain information relating to the applicant’s personal and family background,
ability, skills, honesty, character, integrity, quality of performance, fitness for job etc.
This response letter may be favorable, unfavorable or neutral to the applicant.
 Business status inquiry letter:
This letter is usually written for collecting information about financial capability,
goodwill, nature of business dealings, honesty etc. of a business enterprise to
determine whether to establish business transactions with it. Responses of this letter
may be either favorable or unfavorable.
03. Sample of Inquiry Letter
Tesla Departmental Store
221B Baker Street,
London.
(501) 781-9765

30 March, 2020
Anh Minh Transport and Trading Investment Company
1395 Giai Phong Street, Hoang Mai District,
Hanoi, MD 26573
Dear Sir/Madam,
I have a large departmental store in London and I'm interested in the shipping
services to Vietnam that you advertised on Youtube.
Please send me a copy of your illustrated catalogue and price list. As I need this
service urgently, I would appreciate for an early reply.
Yours faithfully,

Wilson T
Purchase Manager

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2.2.2 Order Letters
“An Order Letter is the one that is written by the person or company placing the
request of purchase from another company. This letter comes into action only when a
detailed study of the desired product has been done in the market and based on
promised service, quality and price of the product, a decision for a purchase has been
made.”
_Charles Raymond_
An Order Letter should be drafted very carefully as it needs to pen down all the
terms and conditions of the purchase for the benefit of both involved parties. It should
have details such as product specifications, quantities, price agreed upon, delivery
date, late delivery clauses, etc.
In modern time, sellers supply printed orders forms to the customers and
customers place orders by filling up those printed order blanks. In this case, the printed
order sheet or blank is considered as the order letter.
Through order letter, the potential buyers request the suppliers to deliver goods to
them. In modern time, printed order blanks or purchase order forms supplied by the
seller are typically used for placing orders. However, in absence of order blanks and
purchase order forms, order letters are written. Such letters contain three major
categories of information:
1. Information about the items being ordered. An order letter must contain full
particulars of goods ordered. Such information include the followings: product name,
brand name, quantity, catalog number, model number, color, size, weight, unit price.
2. Information relating to shipping. Shipping information is very important. In
absence of shipping information, there can arise misunderstanding between buyer and

seller. Shipping information may include the followings:
 Desired receipt date;
 Desired shipping location; and
 Mode of shipping (rail, road, or waterways).
3. Information relating to payment. Mode of payment of prices for the ordered
items must be clearly indicated. The seller will accept the order letter only when both

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of them come to a common ground relation to payment of price. Payment information
includes the following:
 Mode of payment (cash, cheque, draft)
 Payment data
04. Order Letter Sample
April 2, 2020
Takayo Kitchen Equipment
Troye Sivan
8720 Stanford Park
Harold, KY 9635
Dear Mr. Sivan,
As per our discussions on March 30th, we are pleased to place an order for 260 copies
of Mathematics book for Class V for the Cupax School on the following terms and
conditions:
1. The cost of each book will be $18 (inclusive of all taxes)
2. Payment terms will be a post-dated cheque for 50% advance with order. This
cheque will be cleared on the day of the deliver. The balance payment of 50% 7 days
after delivery and after random inspection
3. Delivery should be done within 10 days from the order date.
4. Delivery will be done at 872 Swan Word.

If the order is not delivered as per the above terms and conditions, the order stands
cancelled.
Please confirm that you received this order by calling us at 982-761-3463 anytime
during business hours, Monday to Friday.
Thank you for your cooperation
Thao Hoang.

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2.2.3 Complaint Letters
“Complaint letter definition can be described in many ways. A complaint letter is
the part of written communication. In general word, complaint letter means a letter
which is written to submit a complaint to the authority. And it is generally done when
another way of the complaint is failure like phone, email etc. However, here are some
complaint letter definitions in a formal way.”
_Rasel, 2013_
In the modern age, the chain of business is not limited within the boundary of the
country. As business is expanding, its complexities are also increasing. So, mistake or
fault is not a strange matter in the arena of business. There may be a wrong delivery of
goods shipment of obsolete, poor quality or underweight goods, faulty packing,
delivery after the specified date and other damages to the goods shipped. In the above
cases, a buyer is supposed to suffer financial loss and therefore he has every reason to
complain to the seller demanding compensation. Hence a letter is used to serve such
purpose is called complaint letter.
Who will be the writer and the receiver of complaint letters?
Who can write a Letter of complaint?
Letters of complaint will usually come from an individual, whether that may be
an employee of a company, someone who has bought a product, or a customer for a
specific service. It all depends on your reasons for why write a complaint letter.

Who will receive your complaint Letter?
When writing your complaint letter you should know to whom it is being
directed towards. If it is not for a specific person but rather a business or company,
then it is important to know the procedure on how to make a complaint. The larger the
corporation that you are writing to, the more crucial it is to know who to direct the
letter towards.
The following are usual causes for which a complaint letter is drafted:
1. Problem with the delivered goods: If the goods that are delivered are:
 Underweight, obsolete, defective, incomplete, not according to buyer’s
specification such as color, brand, size etc; wrong or poor quality; then a buyer can
make a claim to the seller for the mistake.

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2. Pricing: If there is any mistake in preparing the invoice of the shipped goods,
then such letter is written.
3. Packing: Faulty or poor packing of the goods causes damage to the goods
which can be claimed by the seller.
4. Transport: Goods are supposed to be shipped according to the convenience of
the buyer. But if the wrong carrier is used it may call for writing such letter.
5. Terms & Condition: If the terms and condition of business are violated by the
seller then such a letter is placed.
6. Faulty Insurance: If insurance coverage is not made properly according to an
instruction of the buyer, then there may be claim through complaint letter.
On the above grounds, a buyer can complain but it must be in a decent and polite
way.
05. Complaint letter sample
Dear Sir/Madam,
I recently purchased a Iphone XSMAX smartphone at FPT Stores, Ho Tung

Mau Street, Hanoi on the 02th April.
The smartphone was faulty and I am very disappointed in your products.
The screen remains frozen on the menu screen.
I am asking you to repair the phone at your earliest convenience, preferably
within the time frame stated below.
Please find enclosed the guarantee supplied with the phone along with the
receipt that the store gave me when purchased. You will find all the necessary
reference codes on these documents.
I would like to receive a response within 2 days and I would like the phone to
be fully repaired and functioning normally.
You can contact me on 1234 5678 to discuss this matter further.
Yours faithfully,
Wilson.
Enclosed: the guarantee documents

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2.3 Difficulties in writing Business Correspondences.
2.3.1 Difficulties in writing Inquiry Letters
 Poor planning
We all know that planning is one of the most important steps in almost
everything we do, and when it comes to writing an inquiry letter it also has a lot of
importance. That is why it is important to plan with enough time in order to know
which information is important to put in the letter or not. Moreover, planning helps at
taking into account the recipient’s needs before writing, making it easier to grab
attentions.

 Not having a good background knowledge (grammar, lexis, or terminology)
Not having a good background knowledge would make anyone could get into

troubles, because in order to communicate well with clients through business
correspondences, all the mistakes must be avoided at all costs. In a business letter like
an inquiry letter, these obstacles can be fatal.
 Not focus on the recipient's needs, purposes, or interests.
As a writer, sometimes we just focus on our own concerns rather than those of
the recipient. However, even if we must talk about our self in a business letter a great
deal, do so in a way that relates our concerns to those of the recipient.

 Not state the main business, purpose, or subject matter right away.
Let the reader know from the very first sentence what the letter is about.
Remember that when business people open a letter, their first concern is to know what
the letter is about, what its purpose is, and why they must spend their time reading it.
Therefore, avoid round-about beginnings.
2.3.2 Difficulties in writing Order Letters

 Do not know how to place important information strategically in business
letters.
Information in the first and last lines of paragraphs tends to be read and
remembered better. Information buried in the middle of long paragraphs is easily
overlooked or forgotten. Therefore, place important information in high-visibility
points.

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For example, application letters which must convince potential employers that
you are right for a job, locate information on appealing qualities at the beginning or
end of paragraphs for greater emphasis.

 Do not keep the paragraphs of most business letters short.

The paragraphs of order letters tend to be short, some only a sentence long. Order
letters are not read the same way as articles, reports, or books. Usually, they are read
rapidly. Big, thick, dense paragraphs over ten lines, which require much concentration,
may not be read carefully or read at all.
To enable the recipient to read letters more rapidly and to comprehend and
remember the important facts or ideas, create relatively short paragraphs of between
three and eight lines long. In order letters, paragraphs that are made up of only a single
sentence are common and perfectly acceptable.
2.3.3 Difficulties in writing Complaint Letters

 Do not “compartmentalize" the contents of the letter.
“Compartmentalize” often used when we want to separate something into parts
and not allow those parts to mix together. According to David A. McMurrey, when
"compartmentalizing" the contents of a complaint letter, each different segment of the
discussion - each different topic of the letter should be placed in its own paragraph. If
we were writing a complaint letter concerning problems with the system unit of our
personal computer, we might have these paragraphs:
o
o
o


A description of the problems we have had with it
The ineffective repair jobs we have had
The compensation we think we deserve and why
Do not know how to express bad news in complaint letters.

Complaint letters must often convey bad news: a broken computer keyboard
cannot be replaced, or an individual cannot be hired. Such bad news can be conveyed
in a tactful way. Doing so reduces the chances that business relations with the recipient

of the bad news will end. To convey bad news positively, avoid such words as
"cannot," "forbid," "fail," "impossible," "refuse," "prohibit," "restrict," and "deny" as
much as possible.

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