MODEL BUSINESS LETTERS E-MAILS AND OTHER BUSINESS DOCUMENTS - TAYLOR, SHIRLEY (PEARSON)
Keywords: Preface to the first edition (Leonard Gartside) Preface to the sixth edition (Shirley Taylor) Introduction Written communication $1 (Ban overview Presentation of business documents Printed stationery fully blocked style with open punctuation Continuation pages Parts of a business letter Open punctuation Memos Fax messages Checklist . Structuring your communications Language and tone The weakest link in your business writing 10 steps to good business writing Checklist E-mail The explosive growth of e-mail 7 deadly sins of working with e-mail The good, the bad and the ugly of e-mail The weakest link in your e-mails How can you make e-mail work for you? Customer care and e-mail creating electronic rapport Routine business documents Enquiries and replies Requests for catalogues and price lists General enquiries and replies Requests for goods on approval Visits by representatives Requests for concessions Useful expressions Quotations, estimates and tenders Terminology Routine quotations Quotations subject to conditions of acceptance Tabulated quotations Estimates and specifications Tenders Quotations not accepted or amended Follow-up letters Useful expressions Orders and their fulfilment Placing orders Routine orders Acknowledging orders Declining orders Counter-offers from suppliers Packing and dispatch Useful expressions Invoicing and settlement of accounts Invoices and adjustments Pro forma invoices Debit and credit notes Statements of account. Varying the terms of payment Methods of payment Useful expressions Letters requesting payment Tone Late payments Collection letters First applications for payment Second application letters Third application letters Final collection letters Checklist Useful expressions Credit and status enquiries Reasons for credit Disadvantages of credit Requests for credit Business references Status enquiries Replies to status enquiries Useful expressions A typical business transaction (correspondence and documents) Request for quotation Supplier's quotation Request for permission to quote company as reference Permission granted Order Supplier's acknowledgement Advice note Consignment note Delivery note Invoice Debit and credit notes Statement of account Payment Receipt. Complaints and adjustments Handling complaints Complaints concerning goods Complaints concerning delivery Cancelling orders Personal complaints Checklist Useful expressions Goodwill messages General goodwill messages Letters of apology Letters in which tone is particularly important Letters of thanks Letters of congratulation Letters of condolence and sympathy Checklist Reports and proposals Introduction to reports and proposals The Plain English Guide to Writing Reports Defining the purpose Investigating the topic Organising the report into sections Order of presentation Order of writing Numbering sections and paragraphs Planning the writing Revision Notices, advertisements and information sheets Notices Advertisements Leaflets and information sheets Design skills, Circulars Circulars announcing changes in business organisation Circulars announcing changes in business partnerships Letters announcing change of representatives Internal circulars to staff Circulars with reply forms Checklists Sales letters and voluntary offers Sales letters The weakest link in your sales letters Successful sales letters Specimen sales letters Voluntary offers Checklist Useful expressions ; Publicity material Press releases Newsletters Writing skills Checklist Marketing matters identifying your audiences. Why is customer care so important? Customer care through the Internet and e-mail marketing through the Web Business plans Components of a business plan Meetings documentation Notice and agenda Minutes of meeting Types of minutes Meetings terminology. Personnel Letters of application Testimonials Favorable references Useful sentences for references and testimonials Unfavorable references Interview letters Job description offers of appointment Termination of employment Sundry personnel matters Useful expressions Travel and hotels Passports Visas Travel by air/sea Hotel accommodation Holiday accommodation and itineraries Useful expressions I Secretarial and administrative correspondence Arranging functions Invitations Replies to invitations CLASSIFIED BUSINESS LETTERS Agencies Finding an agent Applications for agencies Offers of agencies Formal agency agreements Appointing an agent $1 (Btypical procedure Correspondence with agents Useful expressions. International trade Import/export flow chart Commission agents Goods on consignment Indents Bills of lading Import documentation and procedure Bonded warehouses Useful expressions Banking (home business) Kinds of bank account Correspondence with banks Current accounts Bank loans and overdrafts Other banking correspondence Useful expressions Banking (international business) Banker's drafts Banker's transfers (mail, telex and telegraphic transfers) Bills of exchange Documentary bills Banker's commercial credits Useful expressions Transport Carriage by sea Carriage by air Carriage by road Carriage by rail Useful expressions Insurance The insurance contract Insurance brokers Insurance premiumss