Sagrado Corazón de Jesús

Commercial and Marketing

Ana Lucia Pérez

Portafolio

Second Unit

Wendy Och

11 ACC

#9 1

Index Commercial………………………………………………………………………. 3

Replies ……………………………………………………………………………..4

Acknowledgment………………………………………………………………….5

Follow-ups………………………………………………………………………….8

Confirmation Letter………………………………………………………………9

Remittance………………………………………………………………………..11

Order Acknowledgment …………………………………………………………12

Delayed Delivery…………………………………………………………………14

Partial Shipment…………………………………………………………………16

Substitute delivery……………………………………………………………….18

Stopgap Letter…………………………………………………………………….20

Inquiry Replies…………………………………………………………………….22

Referrals…………………………………………………………………………….25

Refusals……………………………………………………………………………..27

Complaints, Claims and Adjustments………………………………………….29

Complaints …………………………………………………………………………30

Complaint Response………………………………………………………………32

Claim…………………………………………………………………………………34

Adjustments…………………………………………………………………………36

Marketing……………………………………………………………………………39

Advertising …………………………………………………………………………..40

Banking……………………………………………………………………………….42

Venture Capital………………………………………………………………………45

2

Commercial

3

Replies

4

They mantain the good will and they must be sales

oriented, halpuful, specific and complet. There are many types of replies

Acknowledgments

Follow-ups

Confirmations

Remittances

Order acknowledgment

Stopgap letter

Inquiry replies

Referrals

Refusals

Acknowledgment

This letter is written when

you receive money,

merchandise, material or

information. It should

express appreciation and it

may be prompt and always

trying to maintain good will.

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693 Pelham Parkway

Bronx, New York 10422

June 12, 2013

Mrs. Sandra Smith

Maxine Sportswear Manufacturing Co., Inc.

842 Seventh Avenue

New York, New York 10018

Dear Mrs. Smith:

Thank you for responding my letter in which I inquired about the

prices of your sportswear garments. I did not know that you only

distributed your products to retail stores.

Since I am planning on opening a gym in my neighborhood, I am

interested in offering your products to my clients. Therefore, your

reference list of Maxine product dealers in the Bronx and

Manhattan has proven extremely useful.

Sincerely yours,

Ana Lucia Perez

6

Louis Johnson

705 Tenth Avenue

New York New York 10088

April 9, 2014

Cofiño Sthal

Gold Avenue, New York

New York, New York 65678

Dear Mrs. O’ Brien:

I appreciate your interested in our project and I

am very thankful for your prompt response.

I have received the list and report you sent me.

The information was very useful and as I

promised, as soon as I complete the report I will

send you a copy of it.

Sincerely yours,

Louis Johnson

Och W.

7

Follow-ups

After a decision pr agreement

at a meeting, it is good to send

this letter to establish a

written record of the

transaction.

8

Confirmation Letter

This letter is written for

confirm a reservation and it

may be clear, correct and it

must have complete

information.

9

AVIANCA, S.A.

5500 South 96th Street

Omaha, Nebraska 68954

March 20, 2014

Environmental Awareness Committee

609 San Anselmo Avenue

San Anselmo, California 94960

Dear Sir or Madam:

This letter will confirm your trip to Miami to attend to the

convention from March 24-29. The flight is reserved departing from

Guatemala City on March 24 in flight 458 at 7:30 A.M. and it is

expected to arrive in Miami Airport at 9:30 A.M.

You will be returning to Guatemala City on March 29 on Flight 232

which departs from the Miami Airport at 6:30 P.M and it is

expected to arrive to Guatemala City at 8:30 P.M.

We would like to remand you that you are expected to arrive at the

airport one hour prior the departure to have time for check in. Feel

free to contact me at 2479-9098, if you need further information.

Sincerely yours,

Wendy Och

Sales Manager

Argent A.

10

Remittance

This letter should contain any

information regarding your

order that is needed for the

proper crediting of your

account.

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Order

Acknowledgment

It should be specific and

complete. This letter should be

written when

You receive merchandise,

material, money or information

to let know the

Customer his communication

has reached its destination.

12

Cape Cod Ornaments, Inc.

94 State Road

West Yarmouth, Massachusetts 02757

February 15, 2014

Ms. Jessica Smith

250 Commonwealth Avenue

Boston, Massachusetts 02118

Dear Ms. Smith:

On February 14, we received your letter in which you ordered a Model EPC-

18” Copper, eagle weather vane with arrow.

As requested, we will send it to your home address by parcel post and charge

The $34.95 with any applicable sales tax and handling costs to your VISA

Account (No. 003 00971 A109).

Enclosed you will find the invoice for the amount of $37.45 which is the total

of The weather vane, including the applicable sales tax and handling costs.

Additionally, you will find a catalogue containing our latest products and

sales. We hope to hear from you soon.

Sincerely yours,

Lucrecia Ruiz

Sales Manager

Rodriguez L.

ENC.

•

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Delayed Delivery

The delayed delivery is caused

by the seller; it is a delicate

situation that requires a

carefully written letter. The

customer deserves an

explanation of the delayed and

it also is unavoidable. You

must express that you

understand the customer’s

disappointment and regret the

inconvenience, avoid a negative tone.

14

Lawsen Linen Company

P.O BOX 762

Bloomfield, New Jersey 07003

March 5, 2014

Mrs. Marianne Rollins

444 Ross Avenue

Caldwell, New Jersey 07006

Dear Mrs. Rollins:

Thank you for your recent order for one set of floral Mist Queen-size sheets

and pillowcases. We are sorry to inform you that because of a factory strike,

all the order have been held up.

The sheets you ordered will be sent as soon as the factory strike is over. We

assure that negotiations are progressing and a settlement is expected soon.

We are sorry for the inconvenience this has caused you. We offer a 15 percent

discount in this purchase.

Sincerely,

Lucrecia Gonzalez

Sales manager

Och M.

15

Partial Shipment

You must inform that certain

items have been back order.

“Resell” the merchandise by

stressing its finer features

without emphasizing the delay

items.

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Laico Products, Inc.

43 Green Street

Miami, Florida 45382

March 6, 2014

Mr. John Smith

Beauty Depot, Inc.

444 Ross Avenue

Miami, Florida 63782

Dear Mr. Smith:

We appreciate your interest in our products. Your order no. 437 consisting of

37 Revlon Lipsticks (code 43851) and 12 Loreal beauty sets (code 332-1) has

been registered.

As requested, we will be sending the 37 Revlon lipsticks immediately to the

address above. However, due to a transportation problem with our supplier

the 12 Loreal beauty sets will be sent within the week. You may expect

delivery on Wednesday, March 12.

We will include three samples of our new Dove hydrating body cream with

your lipsticks. Thank you for your preference. Please contact me if you need

further information.

Sincerely yours,

Miley Cyrus

Sales Manager

Monroy D.

17

Substitute delivery

This letter should show

appreciation for the preference

toward our company,

acknowledge, it must inform

about the unavailability and it

must have a conditional.

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Hotel Little Rock

5th Avenue Gold Street

New York, New York 5432347

April 23, 2014

Maria Lawson

1160 State Street

Chicago, Illinois 60688

Dear Ms. Lawson:

Thank you for the preference in our hotel. Unfortunately, we are

booked up for the week of August 22 and we do not have rooms

available.

We can make the reservation in one of our hotel chain near the

beach for the same price; the rooms are double with bath and it

include free room service. Also, you can stay in the Little Rock

Hotel in a single room with bath and we can add an extra bed.

Please let us know if you want us to make the reservation for you. Feel free to

contact us if you need further information.

Sincerely yours,

Wendy Och

Manager

O’Brien D.

19

Stopgap Letter

This letter should acknowledge

the customer and explain the

reason the approximate date

for resolution, reassure the

customer of response.

20

Lawyers, Inc.

657 Green Street

New York, New York 54326

March 26, 2014

Mr. Laura Ross

Constructions, Inc.

123 Gold Avenue

Los Angeles, California 67900

Dear Mr. Ross:

Thank you for the letter you sent us on Thursday asking for

information about the new contract with Hastings Development

Corporation. However, Ms. Leonard is out of town.

I will be sure to inform Ms. Leonard of the requested information.

Contact me if you need further information.

Sincerely yours,

Wendy Och

Administrative Assistance

Posey T.

21

Inquiry Replies

This letter should be answered;

it should show appreciation the

interest in our company,

acknowledge the request, give

the information or explain why

we cannot provide it and offer

further assistance.

22

RBM Manufacturing Company, Inc.

4022 Ninth Avenue

New York, New York 10055

April 2, 2014

Mr. William Wilson

Mahoney and Millman, Inc.

1951 Benson Street

Bronx, New York 10465

Dear Mr. Wilson:

We appreciate your interest in our company. We received your letter in which

you request information about a photocopier that would suit your office needs.

After having evaluated them, we have decided that the RBM 2000 copier is

the most appropriate model for your office.

The RBM 2000 has a collator which allows 30 copies to be run off at any one time. It uses

regular paper and fits a small-sized desk. Additionally, all our products have one-year full

Warranty and our repair service is among the lowest in the market. Enclosed you will find

the catalogue of all our products. Refer to page 130 for more details on the RBM 2000.

It is a pleasure to inform you that our company grants a ten percent discount on initial

purchases. If you need further information, please feel free to call me at 8292-2820 during

business hours.

Sincerely yours,

Lucrecia Ruiz

Sales Manager

Vargas A.

ENC.

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Cofiño Sthal

Gold Avenue, New York

New York, New York 65678

April 02, 2014

Louis Johnson

705 Tenth Avenue

New York New York 10088

Dear Mr. Johnson:

We appreciate your preference in our company. As you requested

on the letter that you sent us, we are going to provide you with the

report about the RX-7.

Enclosed you will find a catalogue and a report describing all the

features of the RX-7 and its benefits. Refer to page 152 to find

more information about the car.

We would be glad to receive your report as soon as you complete it.

If you need further information contact me at 8897-9890.

Sincerely yours,

Wendy Och

Manager

ENC.

24

Referrals

This letter acknowledges

receipt of the inquiry and

explains whys and to whom it

is being referred.

25

National Directional Board

5th Avenue Golden Street 84839

New York, New York

April 30, 2014

Ms. Linda Graham

New York City Hall

Golden Street 87435

Dear Ms. Graham:

Thank you for contacting us. Unfortunately, we cannot

provide you with the information you requested

regarding the absentee ballot for the upcoming

Presidential election.

I am referring your letter to Mr. John Hatch of your

local Board of Election. I am sure he will provide you

with the correct information as soon as possible.

Sincerely yours,

Wendy Och

Manager Assistance

McCall S.

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Refusals

It express appreciation and at

the same time you must

acknowledge the request,

explain the denial and make

sure your response is prompt

and always try to maintain the

good will, you can also, offer an

alternative.

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Indiana Gas and Electric Company

1114 Broad Street

Terre Haute, Indiana 47815

May 18, 2014

Mr. Jackson Edwards

2500 North Fruitridge Road

Terre Haute, Indiana 47811

Dear Mr. Edwards:

Thank you for your letter dated March 7, in which you

request a 25 percent volume discount on the bar-code

scanning equipment which you plan to install in your department

stores.

As a company policy, we have a limit of 20 percent discount

provided on all our wholesale products. Therefore, I am sorry to

inform you that we cannot grant you the 25 percent discount you

requested.

Since your purchase is particularly large, our company is willing to

grant you a 22 percent discount and free installation on the

previously mentioned scanning equipment. If you need further

information, please call me at (502) 5569-9090.

Sincerely yours,

Travis Smith

Sales Manager

Palacios L.

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Complaints, Claims

and Adjustments

When problems occur, the

customer must promptly notify

the company and that letter is

called a complaint. A complaint

that calls upon the company to make

restitution id called a claim. The

company, responding to the claim,

will write a letter of adjustment.

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Adjustments

Three types

Granting an adjustment

Offering a compromise adjustment

Refusing an adjustment

Complaints

It is writing when the customer

is dissatisfied with goods or

services. This letter must have

a reason for writing like a

background; explain the details

in a chronological way and

suggestion for improvement.

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Cofiño Sthal

Green Avenue 34234

New York, New York

June 9, 2014

Mr. Enrico Cammarata

Club Cammarata

2 Merrimack Road

Merrimack, New Hampshire 03110

Dear Mr. Cammarata:

On June 8, I made dinner reservations in order to conclude a

business with an important customer. The reservations were made

for 7 P.M., we arrived promptly however our table was not ready.

We were waiting for one hour and fifteen minutes. We asked several times if

the table was ready and the maitre d’ answered with rude indifference.

Consequently, my guest became extremely annoyed with the restaurant as

well as with me.

As a customer of the restaurant, I am outraged by the bad service you

presented last night. The bad attention was annoying as well as the delay

with the table since I had made reservations. I hope you will look into this

situation and avoid it happen to another of your customers.

Sincerely yours,

Wendy Och

Sales Manager

Johnson D.

31

Complaint Response

This letter must express

appreciation and also

sympathy: explain the reason

why you fail with the service or

with the goods and reassure

the customer it must be prompt

and always trying to maintain

the good will.

32

Club Cammarata

55th Golden Street

New York, New York 215489

June 10, 2014

Mrs. Wendy Och

Cofiño Sthal

5Th Avenue Green Street

New York, New York 002145

Dear Mrs. Och:

Thank you for the letter you sent us on June 9 in which you inform us about

the lake of organization and attention to you and your guest on June 8.

However let me explain to you that we were out to personnel that night

because the majority of them were attending a big event of Club Cammarata

with an important customer. Since that happen all the pressure was on the

miter d and he was trying to control all the reservations.

In order to make it up to you, we enclose five coupons that are available in all

our restaurants and offer to you the five present of discount. I am really sorry

about this inconvenience and I assure you that this will never happen again.

Sincerely yours,

Enrico Cammarata

Owner

Roden H.

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Claim

This letter must express

appreciation for our company;

it must include an explanation

and suggested action, it must

be prompt.

34

Kitchen Korner

47-03 Parkway Drive

St. Paul, Minnesota 55143

May 28, 2014

Northridge Cuttery Company

2066 Yellow Circle

Minnetonka, Minnesota 55223

Dear Sir or Madam:

On October 7 we placed an order for two dozen poultry

shears and unfortunately we had not receive the yet.

And we want them for the pre-Christmas shopping.

Please inform us when the order will arrive since we

paid for them the amount of $254. I kindly request, that

you grant us a five percent discount on the total, in restitution for

this inconvenience.

Let me know if you need further information and also if you are

willing to grant us the discount. Please make sure we also receive

the product in time.

Sincerely yours,

Wendy Och

Sales Representative

Cardona A.

35

Adjustments

It should be answered

promptly, emphasizes the

solution rather than the error.

Express sympathy and

understanding.

36

Wal-Mart

Grand Street

Grahamsville, New Jersey 12345

May 28, 2014

Mrs. Lydia Martin

Green Street

New Jersey, New Jersey

Dear Mrs. Martin:

Thank you for the letter you sent us on May 26, in which you

complain about the bad quality of the cheese.

Let us inform you that we investigate about the case because we

have receive more complaint about the mold cheese, and we check

the machines and they were in good way, we contact to the

distributer and made the aware about the issue and they told us

that it was a black out during those days and however they sent us

the reined merchandise.

We are going to issue a refund, since you purchase the item in store

you have to come and bring your invoice and request your refund for $12.44.

Let us know if you need further assistance.

Sincerely yours,

William Poe

Owner

Hoechlin T.

37

Pictionary

38

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Marketing

Advertising

It Informs consumers about the

existence and benefits of

products and services, and

attempts to persuade them to

buy them.

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41

42

It has different types of banks. For

example the commercial banks that

receive deposits and make loans to

individual and small companies. The

private banks are for private

investment funds for wealthy

investors. The investment banks

works with big companies, giving

financial advice, raising capital by

issuing stocks or shares and bonds.

The Islamic banks are the ones that

offer interest-free banking.

Banking

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44

Venture Capital

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