Model Business Letters, E-mails & Other Business Documents

for permission to quote company as a referencePermission grantedOrderSupplier's acknowledgementAdvice noteConsignment noteDelivery note Invoice Debit and credit notesStatement of accountPaymentReceipt Unit 3 Creative and persuasive documents12. Complaints and adjustmentsHandling complaintsComplaints concerning goodsComplaints concerning deliveryCancelling ordersPersonal complaintsChecklist Useful expressions 13. Goodwill messagesGeneral goodwill lettersLetters of apologyLetters in which tone is particularly importantLetters of thanksLetters of congratulationLetters of condolence and sympathyChecklist 14. Reports and proposalsIntroduction to reports and proposalsThe 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- RevisionChecklist 15. Notices, advertisements and information sheetsNotices AdvertisementsLeaflets and information sheetsDesign skillsChecklist 16. CircularsCirculars announcing changes in business organisationCirculars announcing changes in business partnershipsLetters announcing change of representativesInternal circulars to staffCirculars with reply formsChecklists 17. Sales letters and voluntary offersThe weakest link in your sales lettersSuccessful sales lettersSpecimen sales lettersVoluntary offersChecklistUseful expressions 18. Publicity materialPress releasesNewslettersWriting SkillsChecklist 19. Marketing mattersIdentifying your audiencesWhy is customer care so important?Customer care through Internet and e-mailMarketing through the Web 20. Business PlansComponents of a business planChecklist 21. Meetings documentationNotice and agendaMinutes of meetingsTypes of minutesChecklist 22. PersonnelLetters of application Testimonials Favourable referencesUnfavourable referencesInterview LettersOffers of appointmentTermination of employmentSundry personnel mattersUseful expressions 23. Travel and hotelsPassports VisasTravel by sea/airHotel accommodation and itinerariesUseful expressions 24. Secretarial and administrative correspondenceRequesting appointmentsInviting speakers to conferenceConference accommodationProgrammeBoard meetingDiary datesInvitations and replies Unit 4 Classified business letters 25. AgenciesFinding an agentApplications for agenciesOffers of agenciesFormal agency agreementsAppointment an agent - typical procedureCorrespondence with agentsUseful expressions 26. International tradeImport/export flow chartCommission agentsGoods of consignmentIndentsBills of ladingImportant documentation and procedureBonded warehousesUseful expressions 27. Banking (home business)Kinds of bank accountCorrespondence with banksCurrent accountsBank loans and overdraftsUseful expressions 28. Banking (international business)Bankers' draftsBankers' transfersBills of exchangeDocumentary billsBankers' commercial creditsUseful expressions 29. TransportCarriage by seaCarriage by airCarriage by roadCarriage by railUseful expressions 30. InsuranceThe insurance contractInsurance brokersInsurance premiumsHouseholders' policiesHoliday insuranceFidelity insuranceTemporary coverClaimsMarine insuranceFloating and open-cover policiesAverageMotor insuranceUseful expressions Appendix Useful Web sitesSpoken and written forms of address Index