commercial unit 2
DESCRIPTION
Commercial portfolioTRANSCRIPT
COMMERCIAL
Giselle Santa Cruz
5th. ACC.
Index Pictionary 1
Replies, Introduction 2
Acknowledgments 3
Example 1 4
Follow-ups 5
Confirmation letter 6
Example 1 7
Remittances 8
Order acknowledgment 9
Example 1 10
Example 2 11
Delayed delivery 12
Example 1 13
Partial Shipment 14
Example 1 15
Example 2 16
Substitute order 17
Stop gap 18
Example 1 19
Example 2 20
Inquiry replies 21
Example 1 22
Referrals 23
Example 1 24
Refusals 25
Example 1 26
Complaints 28
Example 1 29
Complaint response 30
Example 1 31
Claim 32
Example 1 33
Adjustments 34
Granting an adjustment 35
Offering a compromise 36
Refusing an adjustment 37
Example 1 38
PICTIONARY UNIT 2
WORD DEFINITION EXAMPLE PICTURE
Clientele Customers. We have to take
care of our
clientele.
Compensation Payment,
repayment.
I will receive a
good
compensation.
Restitution Reparation,
repayment.
The restitution
among the
inconvenient will
be good.
Subsequently Afterwards. Subsequently, I
will go to the
doctor.
Domestic
terminal
An airport
terminal for flights
to destinations
inside the
country only.
Passengers will
be transferred to
the domestic
terminal.
Luncheon A lunch,
especially a
formal one.
I have just made
a luncheon
engagement for
my employer.
1
Replies
Answering a letter is an
important and necessary
task.
2
There many types of replies
including:
acknowledgments
follow-ups
confirmations
remittances
order acknowledgments
stop gap letters
inquiry replies
referrals
refusals
Acknowledgments It should be written when you receive merchandise, material,
money, or information. Let the reader know his communication has
reached its destination.
1. Express appreciation +
acknowledge
2. Promote + maintain
goodwill
3
1951 Benson Street
Bronx, New York 10465
April 9, 2014
International Automobiles, Inc.
4022 Ninth Avenue
New York, New York 10055
Dear Mrs. Santa Cruz:
Thank you for your promptly response to my letter in which I request
information about the new RX-7. I was surprised about the incredible
features your products have.
Since I am doing my term project, I was interested in your company
and the innovating products your offer. Therefore, your brochure
and catalogue about the RX-7 was very useful for finishing it. I will
make sure the copy of my report reaches your hands as soon as
possible.
Sincerely yours,
Jonathan Rogers
4
Follow-ups
After a decision or agreement has been made, either at a meeting
or in a conversation, it is a good idea to send a follow-up letter to
establich a written record of the transaction.
1. Mention where the
conversation took place.
2. Provide discussed details
(reminder).
3. Promote goodwill.
5
Confirmation letter They are routine for such businesses as hotels and travel agencies.
They are used to confirm services.
1. Reason for
writing/acknowledge the
agreement
2. Goodwill
6
Fulson Contractors, Inc.
4444 Western Avenue
Boulder, Colorado 80301
April 3, 2013
Mr. Justin Michaels
622 Garth Street
Boulder, Colorado 80321
Dear Mr. Michaels:
This letter will confirm your luncheon engagement with Mrs. Nancy
Carson. It will take place at Trattoria di Marco, at the corner of Tenth
Street and Western Avenue, on April 7 at 1 P.M.
As requested, Mrs. Carson will be presenting you a set of pictures
illustrating previous architectural work done for corporations.
Additionally, she will be taking samples of construction materials. If
you need further information, please call me at 9384-3827.
Sincerely yours,
Giselle Santa Cruz
Assistant
Navas L.
7
Remittances They are used to inform what amount of money we are paying and
for what is being used.
Ex:
Dear Gentlemen and Ladies:
The enclosed check for $312.68 is in payment for the invoice no.
10463. Please credit my account (no. 663-711-M).
Yours truly,
8
Order
Acknowledgments It helps to establish goodwill by reassuring the customer that the
order has been received. Welcomes the new customer and
encourages further business.
1. Mention the date of the order.
2. Include the order or invoice number.
3. Explain the date and method of
shipment.
4. Acknowledging the method of
payment.
9
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 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,
Giselle Santa Cruz
Sales Manager
Rodriguez L.
10
KINBOTE PRODUCTS, INC.
200 Southeast Street
Miami, Florida 33131
February 26, 2014
Ms. Ellen Minsky
Gold’s Specialty Shops
3636 West Grace Street
Tampa, Florida 33607
Dear Ms. Minsky:
We have received your order of February 24, and we would like to welcome you as a
new customer for Kinbote Products.
Your order (No. 1343) for two dozen exercise suits (Style L-29) in the size and colors you
previously solicited will be send by air express as you requested. Expected to arrive in
Florida in March 7. You may contact the freight forwarder, AGEXPORT (234-344-4367),
for further details.
We will charge $840 with any applicable sales tax and handling costs to your account
(no. 882-GSS). We enclose a catalogue with our new products. We hope to hear from
you soon.
Sincerely yours,
Maria Palomo
Sales Manager
Esteves L.
Enc.
11
Delayed Delivery The customer deserves an explanation. You have to understand the
customer´s disappointment and regret the inconvenience so must
avoid a negative tone.
1. Acknowledgment explanation of delay.
2. Solution mentioned. Reassure the customer of speed
delivery.
3. Suggested Solution
4. Generate goodwill and mention benefits of your
product.
12
LAWSEN LINEN COMPANY
P.O. Box 762
Bloomfield, New Jersey 07003
March 5, 2014
Mrs. Marianne Rollins
444 Ross Avenue
Cardwell, New Jersey 07006
Dear Mrs. Rollins:
We appreciate your order of February 27 for one set of Floral Mist queen-size sheets and
pillowcases. We are eager to deliver your order as soon as possible.
However we are sorry to inform you that due to a factory strike all orders have been
held up. Nevertheless we are dealing with these problems and we are negotiating with
our employees.
As you may know our products have high quality and durability. We have available our
Colorful Garden queen-size sheets and pillow cases for immediate shipment upon your
request.
Sincerely yours,
Rosa López
Sales Manager
Gómez J.
13
Partial Shipment It must inform that certain items have been back ordered. It should
also, make an attempt to “resell”.
1. Appreciation + acknowledgment of order.
2. Mentioning shipment/delivery of available
items + back ordered products.
3. Explain delayed products, reason “resell” the
product approximately delivery.
14
KINBOTE PRODUCTS, INC.
200 Southeast Street
Miami, Florida 33131
February 26, 2014
Ms. Ellen Minsky
Gold’s Specialty Shops
3636 West Grace Street
Tampa, Florida 33607
Dear Ms. Minsky:
Thank you for being interested in our products. Your recent order no. 431 of two
dozen exercise body suits in vanilla and chocolate colors (style: L-29) has been
registered.
Your assortment of body suits in petite, small and medium size will be
immediately sent to the address above. However we are sorry to inform you that
due to a factory strike the vanilla and chocolate suits in large size will be sent
within the week. You may expect delivery on Friday, March 14.
We appreciate your preference for our products and your loyalty. We want to
give you a 10 percent discount in your next purchase. Let me know if you need
further information.
Sincerely yours,
Giselle Santa Cruz
Sales Manager
Esteves L.
15
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.
16
Substitute order
When an order cannot be filled at all, a letter suggesting a substitute
order is occasionally appropriate. The suggested merchandise must
be comparable to the original order.
17
Stopgap letters When a thorough response to an incoming letter must be delayed,
receipt of the letter must be acknowledged.
1. Appreciate the mention
acknowledgment.
2. Explain reason of the delay /
approximate for resolution.
3. Reassure the customer of
response.
18
General Constructions Corporation
600 North Milwaukee Street
Milwaukee, Wisconsin 53202
March 26, 2014
Ms. Anne Ross
National Firm
300 South Menomonie Street
Menomonie, Wisconsin 54751
Dear Ms. Ross:
Your request for the information about the new contract with Hastings Development
Corporation arrived last Thursday. However, Ms. Leonard is out of town and is expected
to return in two weeks.
I will be informing her about your request as soon as she returns. Please let me know if
you need further information.
Sincerely yours,
Giselle Santa Cruz
Administrative Assistant
Rodas L. 19
General Communications Corporation
600 North Milwaukee Street
Milwaukee, Wisconsin 53202
March 26, 2014
Professor Anne Boleyn
University of Wisconsin
Department of Media and Communications
Menomonie, Wisconsin 54751
Dear Professor Boleyn:
Thank you for your letter dated March 25 in which you invite Mr. Peal to speak to
your graduate seminar students in teletronics on Tuesdays from 4:30 to 6:00 P.M.
However Mr. Peal is out of town attending a four-day meeting of the regional
directors and is expected to return in a week.
I will be informing him of your invitation as soon as he returns. Please let me know
if you need further information.
Sincerely yours,
Lucrecia Ruiz
Administrative Assistant
Rojas L.
20
Inquiry replies All inquiries should be answered. Its purpose is usually to give
information.
21
1. Appreciate interest in our
company. Acknowledge the
request.
2. Giving information requested/
explain why we cannot
provide the information
requested.
3. Motivate to action/offer further
assistance.
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,
Giselle Santa Cruz
Sales Manager
Vargas A.
ENC.
22
Referrals
It acknowledges receipt of
the inquiry and explains why
and to whom, is being
referred.
23
3
New York City Hall 1951 Benson Street
Bronx, New York 10465
April 30, 2014
Mrs. Laura Graham
4002 Ninth Avenue
New York, New York 10055
Dear Ms. Graham:
Thank you for your inquiry about the information related with filing for an absent
ee ballot for the upcoming Presidential election. Unfortunately, we do not have i
t available from our office.
Therefore, I am referring your letter to Mr. Orlando Smith at your local Board of El
ections. I am sure he will answer you as soon as possible.
Sincerely yours,
Giselle Santa Cruz
Presidential Assistant
Lara M.
24
Refusals
25
It is useful to say “no”. Your
letter should be as positive as
you can make it.
General Constructions Corporation
600 North Milwaukee Street
Milwaukee, Wisconsin 53202
March 26, 2014
Mr. John Edwards
National Firm
Menomonie, Wisconsin 54751
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.
26
Complaints, claims
and adjustments
27
Complaints
28
This letter will inform the
company or organization
when a customer is
dissatisfied with goods or
services.
International Automobiles, Inc.
5 Merrimack Street
Merrimack, Hampshire 03113
June 9, 2014
Mr. Enrico Cammarata
Club Cammarata
2 Merrimack Road
Merrimack, Hampshire 03113
Dear Mr. Cammarata:
On June 7, I made dinner reservations at your restaurant. They were for 7:00 P.M.
on June 8. As it was to talk about business with an important out-of-town
associate we arrived promptly.
However, our table was not ready and we were kept waiting for one hour and
fifteen minutes. The maître d’ received our inquiries with rude indifference.
Consequently, my guest became really annoyed with your restaurant as well as
with me.
As a frequent client of your restaurant, I am outraged by the irresponsibility of
your employees. The lack of concern and attention was upsetting. All people
deserve a good service and treatment. I hope you will look into this, so that
nobody can be affected by that uncomfortable situation again.
Sincerely yours
Giselle Santa Cruz
Presidential Assistant
Rosa L.
29
Club Cammarata
2 Merrimack Road
Merrimack, Hampshire 03113
June 10, 2014
Mrs. Giselle Santa Cruz
International Automobiles, Inc.
5 Merrimack Street
Merrimack, Hampshire 03113
Dear Mrs. Santa Cruz:
I appreciate your letter, dated June 9, in which you inform me about the
irresponsibility and lack of attention in my restaurant on June 8. I am really sorry
about the inconvenience.
However, I want to offer an explanation. When you arrived we were receiving
an audit in our restaurant which took more than usual. Also, we were training
new staff including the maître d´. The new employees were no use to work
under pressure.
Nevertheless, I am sure you and your guest should not pass this awkward
situation. In order to demonstrate my apology, enclosed you will find a coupon
for a 25 percent discount on your next reservation.
Sincerely yours,
Enrico Cammarata
Owner
Rosa L.
Enc. 31
Claims
32
A claim is written to inform the
company of the problem and
suggest a fair compensation.
KITCHEN KORNER
4703 Parkway Drive
St. Paul, Minnesota 55104
December 1, 2014
Ms. Jane Smith
Northridge Lottery Company
2066 Yellow Circle
Minnetonka, Minnesota 54751
Dear Ms. Smith:
On October 7, we ordered two dozen poultry shears model 21. We paid for the
order with our check no. 531, a photocopy of which is enclosed.
This purchase was supposedly to arrive on November 15 for the sales of pre-
Christmas shopping. Unfortunately, it has not arrived until today and we want to
know if you receive our order.
We would appreciate your looking into this matter that we can receive our
merchandise before the pre-Christmas shopping.
Sincerely yours,
Giselle Santa Cruz
Sales Manager
Sosa E.
Enc.
33
Adjustments
34
It emphasizes the solution rather
than the error and convinces the
customer that you understand and
want to be fair.
Granting an
adjustment
35
It freely admits errors and
willingly offers the
adjustment.
Offering a
compromise
36
This letter is written when
neither the company nor the
customer is entirely at fault.
Refusing an
adjustment
37
You must say “no” but reestablish
your customer´s goodwill. Also, an
effective conclusion often suggests
an option that the customer could
take.
Tom
Big Supermarket
Grant Street
Grahams Ville, New Jersey 50012
March 25, 2014
Ms. Jane Smith
42 Maiden Lane
Grahams Ville, New Jersey 50012
Dear Ms. Smith:
We are sorry about the inconvenient you faced on March 17 with the four
pounds of Muenster cheese you bought in our supermarket.
However, allow me to offer an explanation. Two days before you arrived we
suffered a black out and all our refrigerators went out of energy.
Nevertheless, we are glad to refund your money. Thank you for bringing this
matter to our attention. We assure you this will not happen again. We hope you
will visit our supermarket soon.
Sincerely yours,
Giselle Santa Cruz
Owner
Sosa E.
38