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1. What is the importance of business correspondence?
Business letters are permanent records of transactions. It is a ready reference
of dealings with customers, suppliers, Government agencies etc. Business letters
act as a valid document and evidence of contracts between the two parties. It
serves as a formal as well as informal business relations even without personal
contacts.
2. What is a firm offer? 3. What do you mean by follow-up letter ? 4. State the reasons for shifting the business premises: 5. What is the significance of attention line? 6. What is a collection letter? Why is it sent?
7. What is the significance of bio-data in an application for a situation? |
8. What do you mean by the letter of credit?
A letter of credit is issued by a bank on its own branch/branches or correspondent bank/banks, situated within the country or abroad, to make payments up to a specified amount to the holder of the letter specified therein. It helps touring travellers or businessmen who need large amounts of money during their tour. Instead of carrying money (which is both unsafe and cumbersome) they carry letters of credit issued to them by their bankers.
9. What is the difference between solicited and unsolicited enquiry?
Solicited enquiry is an enquiry made in response to the seller's advertisement and publicity. An unsolicited enquiry, on the other hand is made at the buyer's own initiative.
10. Expand - LOCO and 3 percent, 7 days.
LOCO represents the price of the goods at the seller's warehouse or factory. It may or may not include the cost of packing.
3 percent, 7 days - This means that a discount of 3 percent will be allowed
on the prices quoted if payment is made within seven days of the date of the
Invoice.
1. What are the important functions of business correspondence?
Business letters serves as valid records for ready reference in the day-to-day administration of a business house. In case of any dispute or misunderstanding business letters serve as document of evidence in courts. Business correspondences are expected to open up and maintain good business relations in order to introduce, promote and conclude business transactions. It enables businessmen from one corner of the globe to capture and expand markets.
2. What is the significance of "reference" in the letter?
"Reference" in a letter serves to identify the department and its section from which the letter is being sent or the particular file in which the correspondence is to be found. The purpose of the references is to enable replies to be linked with the previous correspondence and also to send replies to these letters to the proper official or department. Stating the 'reference' helps quick and easy future references. Thus, it helps in saving time.
3. What is trade enquiry?
Potential customers asking for information about the product, price, terms and conditions of sales etc., from possible sellers, is called trade enquiry. It is a preliminary stage in the negotiations which may lead to the binding contract.
4. When is a circular letter written?
A circular letter is a communication meant to notify or convey all customers, business friends, shareholders, etc. certain fundamental changes or important information like:
Changes in the firm's goods, policies, prices, or services; Changes in the name of a firm; Change of address; Admission, retirement, or death of a partner; Opening a new branch; Issue of bonus shares or debentures; Clearance sales, etc.
5. What is the importance of 'references' in an application for a job?
It is customary on the part of the applicant to give two or three names of persons of repute known to him. They may be the teachers, previous employers, or any person who is held in high esteem in the society. References assess the personal ability and know the character and personal history of the applicant. Applicants make claims about themselves in the letters. The employer may want to check and verify these claims from the references furnished by the applicant.
6. What is the complementary close? Give two examples.
The complimentary close is merely a polite way of ending a letter. It is a kind of formal leave-taking. Two common examples of complimentary close are:
"Yours faithfully" and "Your sincerely".
7. What do you mean by précising a passage?
Uses of expressions in letters are now deemed clumsy and senseless. Time factor is prominent in modern business. Prolonged passages convey no meaningful charge. Therefore précising a passage i.e. providing accurate and clear information in the shortest possible time should be conveyed to the recipients of letters.
8. When do you send a credit note?
A credit note may be sent for the following reasons:
There has been an overcharge; The retailer has returned damaged goods; Packing cases or crates on which a deposit has been charged on retailers have been returned by the retailer; Gift vouchers or coupons, on which the retailer can claim is returned to the supplier.
9. Explain CIF and VPP.
CIF - Cost, Insurance and Freight are charges required to be included in the quotation.
VPP -Value Payable Post - Value of the goods is payable to the postman on delivery.
1. What is commercial correspondence?
Commercial correspondence refers to all kinds of letters that are used in conducting different types of business transactions. It is communication between individuals, firms and companies on matters of trade and commerce. It implies presentation of information, conveying of some suggestion and transmitting of some appeal on matters concerning one's interests. It helps to open up trade relations, conclude and maintain business transactions and promote business opportunities.
2. State the four essential qualities of a business letter.
The four essentials of a good business letter are clarity of thought and expression, courtesy in answering letters promptly and omitting irritating expressions, conciseness without irrelevant details and correctness of facts.
3. What is he postscript? When is it written?
PS (post scriptum - Latin) is a bit of writing (not more than 3 lines) added to the letter after the signature and after enclosures. It is signed again to avoid the possibility of any mischief by way of additions. As it stands out prominently it can he helpful to emphasis a point already made and impress "an action incentive" sentence on the reader's mind. From the viewpoint of a good business letter it is a bad practice and should be avoided. It gives and impression of negligence and of lack of methodical approach on the part of the writer.
4. What is an order?
The word order suggests acceptance or compliance. It a message is conveyed as an order, it means that it carries a stamp of authority with it and has to be accepted. It is a tool of downward communication; it travels from the higher ups down to the subordinates. It usually related to posting, promotion suspension, termination etc.
5. State any complaints likely to be made by the purchaser on the delivery of goods.
The following are the circumstances that necessitate the lodging of complaints with a trader:
a) Inordinate delay in the execution of the order;
b) Variance in the quality and quantity of the goods supplied as against those ordered;
c) Poor quality or improper quantity of goods;
d) Supply of wrong goods or goods of inferior quality;
e) Delivery of damaged goods owing to defective packing;
f) Variance in the terms and conditions relating to the payment and delivery .
6. What are the enclosures? Give two examples of enclosures.
Enclosures are related documents sent with a letter; cheques, quotations, brochures, price-lists, etc., which have been mentioned in the letter, are sent as enclosures. . They are folded and placed behind the letters in the envelope. If they are many enclosures, they are numbered and placed in the order of their serial number. The enclosures are indicated in the letter by writing Encls. at the bottom corner of the letter after the signature.
7. What are window envelopes?
Window envelopes have a transparent panel in the place where the receiver's
address is to be written. The letter is folded and inserted in the envelope
in such a way that the inside address can be seen through the window of the
envelope. They are not generally used for confidential letters and used usually
for sending circulars.
8. What are the advantages of window envelope?
Window envelopes are most useful for sending out circulars as they eliminate the need for addressing the envelopes and thus saves time. It eliminates the chances of placing the letter addressed to a person into an envelope addressed to another.
9. What is courier system?
Courier services are private; they collect and deliver packets door-to-door at any time during the day. Though the cost is high, this is a very quick service for the delivery of letters and parcels. Courier services are the modernized form of the messenger or runner of the old days before the postal service.
10. What is the important of précising on business organization?
Busy executives are always in need of summary or précis and abstracts of articles in order to absorb important information quickly. It is also required at the conclusion of any business meeting like a briefing, a sales talk to a customer, negotiation of a deal or negotiation with staff.
11. Expand F.O.R and C.O.D.
F.O.R. (Free on Rail): The charges of loading the goods into wagons in this case are payable by the seller and are included in the quotation, which is not the case with "At station" price.
C.O.D. (Cash on Delivery): This indicates that payment must be made when the goods are delivered to the buyer.
1. What is Commercial Correspondence? (April 1997)
2. When is a circular letter written? (October 1996)
3. State the importance of précising in business correspondence (October 1996)
4. State any two disadvantage of oral communication.
Lengthy messages are not suitable for oral transmission, for there is every likelihood of something of vital importance being missed. Oral messages cannot be retained for a long time. Oral messages do not have legal validity unless they are taped and made a part of permanent record. There is also a greater chance of misunderstanding. In oral messages, responsibilities for mistakes, if any, cannot be specifically assigned.
5. What is trade enquiry? (October 1996)
6. What is the importance of 'references' in an application for a job (October 1996)
7. What is F.O.R? (April 1997)
8. When can order be cancelled? (April 2002)
9. What is P.S.? Do you use it in business letters? (April 1997)
10. When do you send a credit note? (October 1996)
1. State any four functions of a business letter?
(1) Business letters function as a permanent record of dealing with customers, suppliers and government agencies etc. Therefore they can serve as a ready reference if certain queries arise relating to them.
(2) Business letters act as a valid document and evidence of the contracts between the two parties.
(3) Business letters serve as formal a well as informal business relations even without personal contacts.
(4) Business letters serve the business in case of dealing with persons operating in remote areas where means of transport and communication have not developed or the distances are two large to deal with economically.
2. State the benefits of using window envelopes? (April 1997)
3. State the contents of a letter of quotation?
(1) Polite request for quotation
(2) Details of requirements with quality and quantity of goods
(3) Place and time of delivery of goods required carriage paid, a carriage paid
(4) Suggestion that the volume of business will be large if the quotation is favorable.
4. What do you mean by Status Enquiry?
A status enquiry is an enquiry about the financial standing and trustworthiness of a person. As business is carried on by giving credit, it becomes necessary to make status enquiries. Therefore when business is done with a new party it is the normal practice to find out the financial standing of the buyer's credit, which depends on capital, capacity, character and circumstances.
5. What is a firm offer? (April 1996)
6. What is a follow-up letter? (April 1996)
7. State any four hints for a letter of adjustment
Hints for drafting adjustments letters are: Customer is king; and the customer is always right. The letter must reflect the seller's respect for the customer's feelings and need. Express regret for the inconvenience caused. Avoid the use of such words/phrases as might suggest that you doubt the customer's integrity or truthfulness. Be helpful and sympathetic at the same time take an objective attitude to the error.
8. When do you send credit note? (October 1996)
9. State the hints for précis of a passage:
Hints: Maintain the point of view of the original; T he précis must be in the same tense as the original; The précis must not use the words of the original; The précis must not use the first person "I". The précis must usually be one-third of the original in length. It must always have a title indicating what it is about. Quotations, repetitions, details are to be left out. Illustration, examples, statistical data are to be replaced by generalization drawn from them. Flowery, figurative expression is to be changed to simple prose.
10. Distinguish between F.O.R. and F.O.B.
F.O.R. and F.O.B. are both charges payable by the seller for unloading goods. The difference between F.O.R. and F.O.B. is that F.O.R. is for charges of unloading the goods into wagons and F.O.B. is the charges for unloading the goods on board the ship.
1. Why should dispatch instructions be unambiguous?
Unambiguous dispatch instructions save the time of the supplier. It enables him to execute the order on time. In case of ambiguity he is likely to seek clarification and thus there is likelihood of delay in execution of the order.
2 What do you mean by solicited and unsolicited enquiries?
Solicited enquiry is one in which the seller invites enquiries in several ways such as through advertisements, circulars, a sales letters and so on.
In unsolicited enquiries the buyer makes the enquiry on his own assuming that the goods or services, which he needs, are available with addressee.
3. Explain the term official letter.
Official means formally set or prescribed. Any correspondence between an individual and a government department or between employers an employer and an employee are official letters.
4. State two important hints for drafting a sales letter.
The important hints are:
Begin the letter in a striking manner in order to arouse the reader's curiosity and tempt him to read further. Give a vivid description/explanation of the product, service and proposition being offered. Make an appeal to the reader by telling him how the article benefits him. Convince the reader by giving evidence. Induce the reader to act at once by offering different types of inducement or by forceful and convincing words.
5. Why is planning of a letter necessary?
A business letter is written to achieve a definite purpose an often gives rise
to legal obligations. Therefore, we have to be more accurate, clear, correct,
precise, courteous, and reasonable in our approach. Planning of a letter helps
to make sure that all information and ideas are included and are correct. It
helps to compose the letter in a logical order and in the style most suited
to the needs of the reader. Hence planning of letter is necessary.
6. What do you mean by decentralized correspondence?
In an organization there are number of departments and the correspondence relating to respective department is entrusted to itself. All incoming letters are sent to the concerned departments and later they send out replies. Such a system is known as decentralized correspondence.
7. What do the meaning of press handouts?
A news story or piece of publicity issued to the press by a business organization, Government, agent etc. is called a press hand out.
8. Write two objectives of a report?
Reports provide findings and offer recommendations based on systematic and scientific analysis of collected data. These recommendations are the most expert advices, which enable management to take sound decisions and prompt actions. It acts as a control device to taking corrective actions to ensure successful implementation of plans and policies.
(1) to present factual information on any gives topic in a systematic manner so as to enable the reader to understand it without wasting time;
(2) to guide the decision maker to act upon it as it is prepared by the specialist.
9. Explain the meaning of FOB and E. & O. E.
FOB - Free on Board - it means that the sale price covers a charge including delivery of goods free on board, truck, car or a vessel at a designated point, either at the origin or the destination of a shipment.
E. & O.E - Errors And Omissions Excepted. It is usually printed at the left
hand bottom of an Invoice. The implication is that the seller has the right
of making corrections of errors or omission if any.
10. State the meaning of application blanks.
Many of the Government or Semi-Government departments or undertakings have their own prescribed application forms, which contain varied questions to be answered by the applicant. These forms are called application blanks.
1. Mention any two objectives of sales letter?
Two objects of a sales letter are:
(a) It introduces new goods in the market more effectively, quickly, at a lower cost and in a wider area.
(b) It introduces the salesman to the prospective customers even before the former has called on them because it reaches them earlier and thus keeps them informed.
(c) It widens the market for existing products without much cost.
(d) It educates the customer in selecting the right type of goods. It keeps the customers constantly in touch with the company and its products and service.
2. Explain the following items:
Forwarding notes,
3 percent, 7 days
Forwarding notes: A note prepared in prescribed form by the consignor of goods to the railway giving the particulars of good consigned and the name an address of the consignee.
3 percent, 7 days: A discount of 3 percent will be allowed on the prices quoted if payment is made within 7 days of the Invoice.
3. State the two important points to be included in a quotation.
The two important points are
(1) Details of quality and quantity of goods, price of goods
(2) Place and time of delivery of goods required, carriage paid or carriage forward. Any special request about the mode of delivery, mode of payment.
4. What is Demi official letter?
Demi official letters are official in purpose but are addressed to a person by name. Demi official letters may by written if:
(1) The matter requires personal attention of the addressee;
(2) The matter is of confidential nature; or
(3) The matter is urgent and required immediate disposal.
5. State the meaning of "bio-data"?
Bio-data or personal record sheet gives detailed information about the personal qualities,
education, experience, etc. of the applicant. Bio-data is organized under headings for orderly presentation of the varied items of information. It tells what the applicant can do and will do for the benefit of the employer.
6. Mention two important hints for drafting "reply".
Hints for drafting a reply are:
Enquiries must be replied to promptly. Replies must contain something capable of arousing the reader's interest. They must be drafted in such a way that the enquiry may soon turn into a rewarding order. Replies should clearly, correctly and accurately convey all the information sought by the customers. They should be polite, direct and should express gratitude for the enquiry made. Refer to the date and/or number of the letter. Thank the party for his letter and show appreciation for the interest in your company.
1. Write any four functions of a good sales letter.
A sales letter must attract the reader's attention and arouse interest in its
message through its physical appearance and appealing opening sentence. The
sales letter educates and convinces the reader by referring to 'selling points'
of the product or service. The sales letter makes an appeal to some basic human
desire and prompts him to accept the offer. It induces the reader to act at
once by offering different types of inducements or by forceful and convincing
words.
2. What do you mean by trade enquiry? (October 1996)
3. How do you distinguish between and 'offer' and a 'quotation'?
An offer is general and voluntary. It is like a sales letter sent to all prospective customers including existing customers. A quotation is a specific offer for sale. It is made in response to an enquiry from a particular person or business house. A quotation includes quotation of the price for the specific goods, terms of payment, condition of delivery and other details. An offer is a kind of 'advertisement' and emphasizes the quality of the products and favorable nature of terms and conditions etc.
4. Write any two objectives of writing circular letters.
The objectives of writing circular letters -
(a) to obtain publicity for a cause, a campaign, or merchandise;
(b) to make the reader interested in their contents;
(c) To impress the reader with facts and information about the firm, its policy and the events which may have necessitated the sending of the circular letter; and
(d) to gain the confidence of the reader.
5. What is a report?
A report is logical presentation of facts and information. The information is needed for reviewing and evaluating progress, and planning future course of action and for taking decisions. Reports provide feedback to the managers on various aspects of the organization.
6. What is representation?
A representation is made by a person or a group of persons who have a grievance. It is in the form of a letter and is addressed to a person in authority who has the power to take corrective action in the matter. The purpose of a representation is to draw attention to an injustice and to get it corrected. Petitions, claims, protests, improvement of conditions or for redressal of grievances are different forms or
Representation.
7. When can order be cancelled? (April 2002)
8. Mention any four points of care and caution a businessman should take while writing a reply to a complaint letter.
Deal with the complaint and reply as promptly as possible. Never give an office to the customer by a rejoinder to his complaint. Do not show any discourtesy even though the complaint is unjustifiable. Think, "the buyer is always right". Give due importance to the customer's feelings in order to retain his goodwill. Avoid using words of expressions that seem to charge the customer with dishonest or unworthy motive even though it is found that the complaint is unjust or unreasonable.
9. What is an Office Note? (April 2002)
10. Explain the terms
(a) Loco Price and (April 1996)
(b) F.O.R. (April 1997)
1. What is Complimentary Close? (October 1996)
2. What is attention line? (April 2002)
3. Mention the two objects of commercial correspondence. (April 1996)
4. When is a letter of complaint written?
The buyer writes a complaint letter for one or more of the following grievances:
The goods arrive in a damaged condition; the goods are not what the buyer had
ordered; quantity of goods is different from what was ordered; goods are delivered
at the wrong place; work undertaken is done unsatisfactorily; a product does
not function properly; discourtesy from staff of shop etc.
5. What do you mean by overdraft?
6. What is the significance of printed letterhead of business letter?
Most companies prefer to have letterheads with a streamlined appearance giving the name of the firm, address, telephone number; the printed portion does not occupy more than one fifth of the sheet.
7. What is a Quotation? What are its contents?
A quotation is a specific offer for sale. It is made in response to an enquiry from a particular person or business house. A quotation includes details about the prices of the specific goods desired, terms of payment, condition of delivery and other details.
8. Mention the contents of an order?
Full and correct particular of their quality, size, colour, indicate the type of packing, mention the price and terms of which the goods are being ordered, indicate clearly the address to which goods are to be delivered, give special instruction for packing, insurance, payment of customs duty; mention the mode of transport.
9. What is trade reference? (April 2001)
10. What is circular letter? (October 1996)
1. What is meant by communication?
The word communication is used in common talk, usually to mean speaking or writing or sending a message to another person. It also involves ensuring that messages reach the persons to whom they are sent, that the receivers understand and respond as we want them to; and that we ourselves are able to understand, interpret and respond to messages that are sent to us.
2. What are the mediums of communication?
A medium is the means of transmitting or conveying a message. Some media carry written words and/or pictures/graphics like the mail, courier, hand delivery, telegraph telex and other media carry the voice like the telephone. Electronic media can carry both voice and written material (e.g. mail, telegraph, telephone, telex, fax, e-mail teleconferencing, internet, mass communication media -newspapers television).
3. What is the meaning of the term Interview?
An interview is a formal meeting in which a person or persons question, consult or evaluate another person or persons. An interview reveals, ideas, and attitudes of the person being interviewed.
4. What do you mean by trade reference?
Usually an order for goods or application for an appointment or an Agency from an unknown person will contain Trade Reference i.e., names of firms or individuals to whom inquiries about his standing may be addressed. If the order does not give any reference, a request to furnish the same must be made very tactfully.
5. What is a follow-up letter? (April 1996)
6. What are the two essentials of a business letter? (April 1997)
7. What is meant by post-script? (April 1997)
8. What is an office order?
The word order suggests acceptance or compliance. If a message is conveyed as an order, it means that it carries a stamp of authority with it and has to be accepted. Office order is a tool of downward communication; it travels from the higher-ups down to the subordinates. It is a very sensitive form of communication. Orders usually relate to posting, promotion, suspension, termination, and intimation of disciplinary proceedings.
9. What do you mean by tenders?
A tender is a written or formal offer to supply goods or do a job for an agreed price. Companies have often to invite tenders to fill in their requirements or get certain jobs done at competitive rates. Tenders are always submitted in sealed covers by a specified time and are accompanied with earnest money to deter unscrupulous people who might make an offer only to spoil others' chances. They are opened at a specified time, offers are compared and jobs are assigned.
10. Explain the terms E. & O.E. and F.O.B. (May 1999)
1. What is business communication?
2. Mentions the main parts of a business letter.
3. What is complimentary close? (October 1996)
4. When is a letter of complaint written? (October 2000)
5. What do you mean by sales letter?
A sales letter has to 'educate, persuade and convince' the customer to buy a particular product or service. It has the immediate objective of promoting sale of a product, or service or an idea. It introduces new goods in the marker more effectively, more quickly at a lower cost and in a wider area.
6. What is an attention line? (April 2002)
7. What is meant by Internal Memos?
A memo is used for internal communication between executives and subordinates or between officers of the same level. It is never sent outside the organization. The memo format is different from that of a letter.
8. What are the important types of reports?
Reports may be routine or special. Routine reports are periodical and are usually prepared by filing in printed/cyclostyled forms to convey information about the progress or status of work/task. Routine reports are of different types - Progress, Inspection, Performance Appraisal and Periodical Report. Special reports are required when a special situation or problem arises. An individual or a committee of persons who have knowledge and understanding in the field is appointed to investigate and study a specific problem and make suggestion to help the management to take a decision. They are F.I.R., Investigation, Feasibility or Survey and Project Report.
9. What do you mean by Encl. (April 2002)
10. Expand the terms: C.I.F. and C.O.D. (October 1996)
1. What is meant by 'Status Enquiry'
A letter making enquires regarding the reputation, character and financial capacity
of a party/buyer to whom credit is to be granted is known as status enquiry.
2. What is an office note?
An office note is written remark recorded on a paper under consideration to facilitate its disposal. They may consist of précis of previous papers; a statement on an analysis of the question, suggestions as to the course of action and orders passed there on. They are used for horizontal communication. They are exchanged between departments or between officers of almost equal rank asking for suggestions or seeking or giving information about some matter concerning their respective departments.
3. What do you mean by quotation?
A quotation is a specific offer for sale made to a specific person (i.e. enquirer) in response to his enquiry, which contains the price of the goods, terms and mode of payment, conditions of delivery and mode of payment, conditions of delivery and other details.
4. What is meant by demi-offical letter?
Popularly know as D.O. Letters, it is some what free from official language and style, are the letters drafted in an office to get desired information rather quickly over looking the usual official procedure.
5. What do you mean by 'Loco Price'?
This term means that the price quoted is the price of the goods as they lie in the seller's factory or warehouse. So the of cost of transportation of the goods from the sellers ware house is to be borne by the buyers.
6. What is an order?
If the quotation is found satisfactory, the buyer accepts it and drafts a letter or sends printed form stating there in the quantity, unit price and the amount of the goods. This is known as order.
7. What is meant by Encl?
It is an abbreviation for enclosure. The bill or cheque or some other paper attached to the main letter is called enclosure.
8. What is an attention line?
To ensure prompt attention, sometime a letter, which is addressed to a firm or company, is marked to a particular office (either by name or designation) in that organization is known as attention line. This is placed two spaces below the inside address and two spaces above salutation. This is generally underlined.
9. What do you mean by circular letter?
A communication intended to convey come fact or information of general interest such as establishment of new business, admission, retirement, or death of partners or change of address or appointment of sole selling agents, to a number of patrons is known as circular letters.
10. State the reasons for cancellation of an order.
The cancellation of an order by the buyer is done due to inordinate delay in the execution of order; fall in the market price or bankruptcy of the customer.