CHAPTER-10 PART-I

FORMAL LETTERS
*Format of Formal Letter:
 Senders address with pin-code.
 Date: after senders address leave a line and write date.
 Address of the addressee.
 Salutation
 Subject.
 Reference : [only in cover letter/application letter]
 Main body
 Complementary close :

Subject: [a phrase about the general content of the letters]

Reference: [taken from the previously received letter or an advertisement in the
newspaper]
Main body: [brief, to the point, precise, using formal language]
Complementary Close: [Yours truly, yours sincerely, yours faithfully]
*If you salute the addressee with his/her surname.
E.g.: Dear Mr.Patil or Dear Mrs. Chauhan
Then Yours Sincerely is mainly used.
Name: Do not write your name or put your signature.
How to write date:
Date/dt (x)
8 march, 2019 (Correct)
Your’s - Yours (Correct)
X.Y.Z (x) – xyz (Correct)
*Types of Letters
1. Enquiry letter
2. Order letter
3. Complaint letter
4. Reply to complaint
5. Recovery letter
6. Promotion letter
7. Sales letter
8. Cover letter/Application letter

1-ENQUIRY LETTER
Written by Buyer to Seller
Q1. As the manager, supply chain division of a FMCG Company, write an enquiry
letter to your counter –part of an oil manufacturing company, stating your
queries regarding oil prices at bulk rate.
Ans.:
XYZ
THE Manager,
Supply Chain Division,
‘FMCG Company’
Chennai-6

10 February, 2018

The Manager,
Oil India Ltd
Chennai-8
Dear Sir,
Subject: enquiry for prices for bulk order
This is regarding the requirement of oil, for our well-known chips brand-
‘Aunty Chips’.
We would like to enquire the rates for bulk order of refined oil, produced by your
company.
We are an established brand in FMCG Sector, hence we feel the association would
be mutually beneficial.
Kindly send the pricing details, also stating the mode of delivery.
Looking forward to your response.
Thanks and Regards,
XYZ Company
[Manager]

2-ORDER LETTER
Written by a buyer →seller →requesting to deliver goods.
 Includes:
1. Details about the product, brand, unit price, quantity, other specification.
[Catalogue number, model no., colour, size, weight].
2. Desired receipt date.
3. Desired shipping location.
4. Mode of shipping [rail, road or water-ways]
5. Information relating payment.
 Mode of payment →cash, cheque, draft, net banking
 Payment date.
Q1. You are the manager of hotel ‘Green Valley’ you want to place an order for
your hotel. Write an order letter to the manager of the M/s. cotton/wool & Co. to
supply you the desire goods
Ans.:
THE Manager,
‘Green Valley Hotel’,
20 College Road,
Nashik-422002
19 May, 2018

The Manager,
M/s. cotton/wool & Co.
Mumbai-1
Dear Sir,
Subject: Placing an order for goods
I shall be obliged if you will send me the following goods as soon as possible.
1. 50 yards of green rep. (fabric- made from various materials.)
Curtain cloth. (No. 1230 in your catalogue)
2. 6 pairs of best linen sheets.
3. 4 white damask table-cloth.[No.738 in your catalogue]
You may send these by roadways to the above address and your bill will be paid
on receipt. An early delivery shall be appreciated.
Thanking you,
Yours truly,
XYZ

3-COMPLAINT LETTER

Q1. You are the purchase officer of XYZ Company. Your company had ordered 750
bags of cement from Gaza Cement Company Ltd. For the construction purpose.
Write to the General Manager complaining that 50 of the cement bags supplied
were in damaged condition. Ask for adjustment in bill or replacement.
Ans.:
XYZ,
The Purchaser Officer
Shreeji Auto Works,
Ambad-link road,
Nashik-10

10 April, 2018

The General Manager,

Gaza Cement Company Ltd.
Sinnar- Dist., Nashik
Dear Sir,
Subject: Complaint regarding damaged goods.
I regret to inform you that out of 750 bags of cement supplied by you, 50
bags arrived in a damaged condition.
The cement cannot be used for construction work as it has hardened. The damage
seems, due to lack of proper protection against rain. Our store keeper pointed out
this to the truck driver, while taking delivery.
I shall be grateful, if you could kindly make necessary adjustment in the bill or
send us a fresh supply in replacement.
Please let us know what you propose to do when your representative comes to
collect the damaged bags.
An early reply is awaited.
Thanking you,
Yours truly,
XYZ
[Purchase officer]

4-REPLY OF COMPLAINT
*Customer Service has always been an important part of developing brand
loyality.
With the increasing competition in the market, it’s becoming even more
critical for companies to provide great customer service.

 Address clearly and specifically the problems and issues brought up

by the customer.
 Acknowledge and apologies for any error.
 Explain the customer exactly what you plan to do.
 Assure that such problems will not be experienced in future and how
you will rectify the error.
Q1. Write a reply letter of complaint made by XYZ Company regarding the 50 bags
of cement supplied damaged.
Ans.:
The General Manager,
Gaza Cement Company Ltd.
Sinnar
Dist., Nashik

16 April, 2018

The Manager,
Shreeji Auto Works,
Ambad-link road,
Nashik-10
Dear Sir,
Subject: Reply to complaint against order No.: S/N/-115
This is regarding your order No.: S/N/-115 which you had placed with our
company on 10 April 2018. The order comprised of 750 bags of cement.
We sincerely apologize (sorry) to you for the damage of 50 bags of cement due to
the rains during the transportation.
We promise to replace the damaged bags within 2 days.
You are valued and supportive customer of our company for years and we ensure
that a similar problem does not occur in future again.
Once again we apologize for the inconvenienced caused to you we would
appreciate your support in the matter.
Thanking you,
Yours truly,
XYZ
[General Manager]

5-RECOVERY LETTER
 Addressed to customers or clients from whom money needs to be collected
for the goods or services provided to them.
 Intention is to recover money without annoying the customers.
 Includes detail information about the amount of payment and the last date
for the payment.
 Detail of legal action that could be taken in the case of further delay or non-
payment.
 Polite language – not to offend(annoy/displease/upset) the customer.
Q1. You are the Manager of ‘Jeet Estate’. Write a letter of recovery, to the
manager of ‘Young Vines’ Niphad requesting for the payment of the loan along
with it’s interest.
Ans.:
The Manager,
‘Jeet estate’
SP. Towers,
College Road,
Nashik-2

9 June, 2018

The Manager,
‘Young Vines’
Niphad-4
District-Nashik
Dear sir,
Subject: Pending dues
This letter is a kind reminder for the payment of the loan amount of Rs.2 crores
that your company has taken from us in June last year.
As per the terms and conditions agreed between us, you have to repay the total
amount with interest, which comes to Rs.2,15,00,000.
As the payment is due since long, we would appreciate if you send the cheque
immediately.
I, therefore, kindly request to do the needful within the next 8 days, failing which,
strict legal action will be taken.
Kindly acknowledge the receipt of this letter.
Thanking you,
Yours truly,
XYZ
[Manager]

6-PROMOTION LETTER

 New branch, advertisement

 Refers to letters written to customers to inform (appraise) them of same
new development.
Q.1 You are the mayor of your city appraising(informing) him/her about the New
Branch opening.
Ans.:
The Manager,
XYZ Super market
Anandvalli,
Nashik-14

10 February, 2018

The Mayor
Nashik Municipal Corporation
Rajiv Gandhi Bhavan
Nashik-2
Dear Sir,
Subject: New Branch at Anandvalli
We are happy to announce the grand opening of our new branch XYZ Super
market
at serene meadows Anandvalli, Nashik.
As a privileged customer, we are pleased to offer you special discount on the 1st
day of its opening.
Our new branch has the facilities provided in a mall.
You would be pleased to visit and enjoy the freshness of our products.
Kindly visit our Super Market and grace the occasion.
Thanking you,
Yours truly,
XYZ
[The Manager]

7-SALES LETTER

 Benefits:
1} Help in sales promotion.
2} Help in presenting introducing offers.
3} Strengthen then business ventures and partnership.
4} Highlight the importance of Customers.
5} Makes it easy to understand facts and figures.

 Tips:
1} Use formal language.
2} Business like Salutation.
3} No extra details or Information’s.
4} No personal Comments.
5} Keep things Short and Crisp
6} For a new product launch, mention its features, uses, benefits.
7} Pay attention to the target audiences.
8} Each letter might need a different phrasing.
Q1: Green Clean Ltd., is a firm providing its customers home cleaning services. As
Sushil Cleaning Services. As Sushil Tandan, Manager of the firm, Write a sales
letter addressed to Anaya Madan, describing your state of the art and
environment friendly cleaning methods. Detail why you have an edge over firms
providing similar services, also provide information about any discount or offers
you may be extending to your customers.

Ans.:
Sushil Tandon,
The Manager,
Green Clean Ltd.,
Rani Buag,
Delhi-11

11 June, 2018

Mrs. Anaya Madan,

Rose Wood Villa,
Rani Baug,
Delhi-11
Dear Madam,
Subject: New Environment friendly Venture
I take this opportunity to thank you for being our valued customer looking
at the state of environment and the busy routine of the population, our firm has
started a New Venture of Environment friendly home Cleaning along with
gardening. The charges for this home cleaning is Rs.2500/-
Our Services are better than others as we make use of non-toxic cleaning
products that are safe for children’s and pets. We have a fully qualified and
trained staff for this task.
This proof (feedback) of our existing customers is attached for your
acknowledgement. We offer 10% discount for the first time users.
For further details.
Contact: xxxxxxxxxx
Manager [Sushil Tandon]
 COVER LETTER [Application]
Tips: 1} Use format of a formal letter.
2} Do not repeat information provided in your resume.
3} Keep in short- To the point.
4} Mention what post or course you are applying for.
5} Explain why you are interested in the job.
6} Draw attention to your suitability for the post.
7} Lay the ground work for further contact.

Q1. “Wanted” A young lady graduate to work as secretary for a pharmaceutical

concern. Apply with particulars to Box. No.: 2610. The Times of India, Mumbai-
400001.
Ans.:
XYZ
‘Sagar Darshan’,
74 Meera Street,
Marine Lines,
Mumbai- 400020

8 June, 2018

The Advertiser,
Box No.: 2610,
The Times of India,
Mumbai- 400001
Dear Sir,
Subject: Application for the post of a secretary.
 With reference to your advertisement dated 6 June, 2018. I wish to offer
myself as a Candidate for the post of a Secretary in your reputed Concern.
I am a 22 year old Commerce graduate from Mumbai University. I graduate from
Seth Govindram College of Commerce in Business Management. Later I joined the
Sadhana Institute at Dadar and did a one-year course in Secretary Ship. I can look
after correspondence independently and can type 50 words per minute. In short
hand my speed is 100 words per minute. I know, and can fluently speak English,
Hindi and Marathi. My favorite hobbies are reading and sketching.
Please find enclosed copies of testimonials. I shall furnish you with more details in
person.
I am confident of measuring up to your high expectations.
Thanking you,
Yours truly,
XYZ
Encl.: Three testimonials
 EXTRA LETTERS
Q1. You are a fresh commerce graduate. Write an application for the post of an
accountant in a CA firm.
Ans.:
XYZ
‘Sagar Darshan’
74-Meera Street,
Marine Lines,
Mumbai- 400002

18 June, 2019

XYZ
The Royal Firm
Box No.: 2060
Mumbai- 400001
Dear Sir,
Subject: Application for the post of an accountant
With reference to your advertisement in Times of India, I wish to offer
myself for the post of an accountant. In your reputed firm.
I am a 22 year old Commerce graduate from Pune University in accountancy and
finance.
I have also completed a Computer course in Tally.
I have excellent accounting skill. I am highly organized and efficient. I have ability
to work independently or as a part of a team.
If a chance given to me, I shall give my 100% to your firm. /I am confident of
measuring up to your high expectations.
Thanking you,
Yours truly,
XYZ
Encl.: 3 testimonials
Q2. Write a letter to the Manager of LG Company, enquiring for the prices of Air
Conditioners for bulk order. [Enquiry Letter]
Ans.:
Manager,
XYZ Company,
3 Raje Road,
Mumbai 8

12 March, 2019

Manager,
LG Company,
Mahatma Gandhi Road
Mumbai- 15
Dear Sir,
Subject: Enquiry for the prices of Air Conditioner
We are opening our new branch at BKC- Mumbai-15. We will need 45 air
conditioners for the same. I would appreciate, if you would kindly send us your
quotation for the same of LG brand.
Also let me know the mode of transport, mode of payment and the discount
offered for such a bulk order.
We would be happy to have placed the order with your reputed company, if the
deal is suitable to us.
Kindly do the needful soon.
Thanking you,
Yours Sincerely,
XYZ
(Manager)
Q3. Write a letter to the manager of LG Company, placing an order for 45 Air
Conditioners for your new office. [Order Letter]
Ans.:
Manager
XYZ Company,
3 MG Road,
Chennai-7

25 July, 2019

Manager
LG Company
Shivaji Nagar
Mumbai- 8
Dear Sir,
Subject: Placing order of 45 AC’S
We have gone through your quotation and discount offers.
We are glad to have transaction with your reputed company. As we have the
opening ceremony of our new office on 15th of August, we would appreciate, if
you would deliver the order on 6th August.
Please let us know the mode of transport and payment.
An early delivery shall be appreciated.
Thanking you,
Yours truly,
XYZ [Manager]
Q4. Write a complaint letter to the manager of LG Company, complaining about
the delay in delivery of the Air Conditioners.
Ans.:
Manager,
XYZ Company,
3 Jail Road,
Nashik- 400300

10 August, 2019

Manager
LG Company,
Mahatma Nagar,
Mumbai- 400100
Dear Sir,
Subject: Complaint about delay in delivery of Air Conditioners
I regret to inform that the order of 45 Air Conditioners was to be delivered
on 6 of August, but till date there is no delivery made. Also you have failed to
communicate with us the reason for the delay.
This was not expected from your reputed company the delay has caused a lot of
embarrassment to us, as we have to postpone the ceremony.
As we are dealing with you since a long time and have placed a bulk order having
faith in your product, please let us know the reason of delay and also the next day
and date of the delivery.
Your quick response shall be appreciated.
Thanking you,
Yours truly,
XYZ [Manager]
Q5. Write a letter to the manager of the XYZ Company replying him for the delay
in the delivery. [Reply to Complaints]
Ans.:
Manager
LG Company,
Mahatma Nagar,
Mumbai- 400100

12 August, 2019

Manager,
XYZ Company,
3 Jail Road,
Nashik- 400300
Dear Sir,
Subject: Reply to Complaint against Order no.: S/N/121
This is regarding your order no.: S/N/121 which you had placed with our
Company on 25 July, 2019. The order comprised of 45 Air Conditioners.
We sincerely apologize for the delay in the delivery. It happened due to lack of
transportation. Our other customers also have faced the same problem.
We promise to deliver the order before 15th August.
You are our valued and supportive customer. We ensure you that a similar
problem does not occur in future. We appreciate your support in this matter.
Once again we apologize for the inconvenience caused to you.
Thanking you,
Yours truly,
XYZ [Manager]
Q6. Mr. Raj Khanna has taken a loan from Yash Racca of Rs.5 lakhs. He has failed
to pay the installments according to terms and conditions agreed. Write a
recovery letter to Mr. Raj Khanna.
Ans.:
Yash Racca,
9 Venus apartment,
Tilak road,
Mumbai- 12

14 June, 2020

Mr. Raj Khanna,

14, Param apartment,
Mahatma Nagar,
Mumbai- 16
Dear Sir,
Subject: Pending dues
This is a kind reminder for the payment of Rs.5 lakhs that you had
borrowed from me in June 2019.
As per the terms and conditions agreed between us, you were to pay the amount
in installments, but you have failed to keep your words.
With interest, the total amount comes to 5 lakhs 60 thousand. As the payment is
due since long, I would appreciate if you send the cheque immediately.
I, therefore kindly request you to do the needful within the next 7 days, failing
which strict legal action will be taken against you.
Kindly acknowledge the receipt of this letter.
Thanking you,
Yours Sincerely,
Yash Racca.

Q.7 You are the manager of L’Oreal Company, your company has launched a new
product of hair coloring. Write a letter of promotion of your product to apprise
your customer.
Ans.:
Manager,
L’Oreal Company,
Shivaji Chowk,
Mumbai -19

24 July, 2020

XYZ,
Raka colony,
M.G.Road,
Mumbai -26
Dear all/Sir,
Subject: Launching of our new product.
We are happy to announce the launching of our new product of hair colour on
15th August, 2020.
The new product of hair colour will have many shades as per the demand of the
customers. It is 100% organic and will cause no damage to the users.
As a privileged customer, we are pleased to offer you a special discount on the
first day.
The new product will be available in all the malls and shops.
Kindly visit and grace the occasion.
Thanking you,
Yours truly,
XYZ
Q8. You are Mr. John Anthony, the Manager of Titan Company. Titan has
introduced a new watch with its other products. Write a sales letter to all the
customers, informing them about your new product and the services provided,
also mention how it has an edge to the product of other companies. [Sales Letter]
Ans.:
John Anthony,
Manager,
Titan Company,
Hill view road,
Mumbai- 17

2 April, 2020

XYZ,
M.G. Road,
Santacruz,
Mumbai- 7
Dear Sir,
Subject: Introducing Smart Watch
I thank you for being our valued customer and always appreciating our new
products.
We have recently launched our new model of Smart Watch.
We are very glad that you have placed an order of the same model, and have kept
the faith in our brand.
Your order will be delivered on 10 Apeil,2020. Our employee will come for the
demo, along with delivery.
We provide free service for 2 years and give 2 years warranty period.
Once again thank you for selecting Titan.
Thanking you,
Yours sincerely,
John Anthony
[Manager]

Q9. You are a graduate with M.Com. Degree in Accounts and has working
experience of 1 year with D.G. Enterprises as an accountant. Write an application
for the post of a manager in S.V. Technologies, with reference to the
advertisement in ‘The Times of India’ dated 26 July, 2019.
Ans.:
Vinit Thakur,
‘Agra Kunj’,
Racca Estate
Pune- 400300

28 July, 2019

Manager,
S.V. Technologies,
M.G. Road,
Dadar,
Mumbai- 12
Dear Sir,
Subject: Application for the post of a Manager
With reference to your advertisement in ‘The Times of India’ dated 26 July, 2019. I
wish to apply myself for the post of a manager in your reputed firm.
I am 24 years Commerce graduate with M.Com. Degree in Accounts from Pune
University. I have one year experience working as an accountant with D.G.
Enterprises. I have complete knowledge of market and management too. I know
and can fluently speak English, Hindi and Marathi. I am very organized and
methodical, I can work independently and also with a team.
Please find the enclosed copies of testimonials. I shall furnish you with more
details in person.
I am confident of measuring up to your high expectations.
Thanking you,
Yours truly,
Vinit Thakur.
 EXTRA FOR PRACTISE

Q1. As the office manager of A.B. Electronics Ltd. Write a letter to the Sales
Manager, Standard Office Furniture Ltd., enquiring about their range of visible
record system, filling cabinets that you are interested in introducing in your main
office. Also request price list and catalogues.
Q2. Imagine yourself as the manager of Keller Kitchen Company. Write a letter to
Tajmeet Sethi, proprietor of Manjeet Kitchen Equipment. For your newly opened
restaurant. Specify all the necessary details.
Q3. You are the Sales Head of your Company Overseas international. You had
dispatched a hundred important letters to your brand office using the services of
a Courier & Co. As committed, the courier company failed to deliver the letters on
time, due to which your company has suffered losses. Draft a complaint letter
addressing to the Director, Dispatch and Delivery, of Courier & Co.
Q4. Imagine yourself as the Senior Manager, of a Company called Direct Solutions.
One of your clients had ordered few software products, which you have delivered.
However, only half the payment has been received. Inspite of repeated E-Mails
and Phone Calls, the client has not cleared the pending payment.
Draft a recovery letter for the same. Referring to dire (serious) consequences
(results) that could be taken in case of unfulfilled payment.
Q5. You are head girl of your college, on behalf of the head of the sports
department, Write an order letter to ‘Joy Sports’ placing an order for sports
equipment required for different sports in the college.
Q6. You are the manager of S.N. Company of Ambad, Write a letter to ‘At Home
Furniture’ placing order of a furniture for your new office.
Q7. You are XYZ, Manager of S.K. Steel & Co. Ltd., Mumbai. You had placed order
for certain electrical goods for your new office in Kandiwalli (East). Your goods are
not delivered on time and so there was delay in the opening of the office. Draft a
complaint letter to the Manager of Gada Electronics.
Q8. Mr. Ashok Khanna had taken a loan of Rs.10 Lakhs from SBI. He has failed to
pay the amount. You as a manager, draft a recovery letter.