Buku ESP Berbasis ICT

The need for disciplinary action will often show up during employee performance
evaluations. Rather than write a separate warning letter, managers doing the evaluation will
indicate on a performance appraisal form where job performance has been unsatisfactory. These
evaluations serve as warnings to employees about poor job performance. They also serve as a
good record of the employee‘s performance in the corresponding personnel file.

As far as following a set procedure for terminating an employee, one personnel director
of a major business recommends that you should:
1). Send termination letters by registered or certified mail,

return receipt requested. Such action gives the employer proof of sending a letter and
puts a damper on claims that a letter was never received.
2). Clearly state the reason for the termination.
3). Write termination letters in a brief but understanding tone.

Sample Letters 40 through 41 are examples of termination letters.Sample Letter 48 was
sent as a warning to an employee. The letter writer clearly states the violation the employee has
made and warns that if he does not hear from the employee by a specific date he will face
possible termination.

a. Letter warning employee of possible termination
(full-block format).

SAMPLE LETTER 40.
[date]

Mr. Eliot R. Davids
28 Laurel Avenue, Apt. 3
Somerville, New York 32345

Dear Mr. Davids:

We have not heard from you about your absence since Wednesday, March 22, 20X3. At that time I
informed you of the problems we have been having with your performance as a sales representative for
our organization. Before you left the office, I reminded you that your performance—documented in your
biannual performance appraisals—simply was not acceptable by company standards. I tried to present
you with possible solutions to the problems you are facing.

Now, in light of the fact that you have broken company policy by not reporting to work for the last 8
days without notifying anyone here, I am concerned that you have compounded your problems.

Please get in touch with me before April 8, 20X3, or you will face the possibility of termination from
Pandora Engineering. Our company policy states that employees who are unable to report to work must
notify their supervisor within the first half hour of the working day. An absence is considered excused
only when an employee has notified his or her supervisor and has obtained approval.

We would like to work with you to solve this problem, Eliot, but you must comply with company
policy and work with us to successfully find a solution.

Cordially,

David Penny
Personnel Director

DP/jh

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 91

Sample Letter 41 was sent to an employee who broke company policy and refused to
respond to a warning letter. The letter is brief but clearly points out why the employee is being
terminated.

b. Letter terminating employee. Follow-up to noresponse to Sample Letter 40 (full-
block format).

SAMPLE LETTER 41.

[date]

Mr. Eliot R. Davids
28 Laurel Avenue, Apt. 3
Somerville, New York 32345

Dear Mr. Davids:

Your employment with Pandora Engineering has been terminated effective April 8, 20X3, because of your
failure to comply with Personnel Policy _34-Z, and your failure to respond to my letter of April 1,
20X3.

Please contact Muriel Wilson in the personnel department to discuss severance pay and pension plan
disbursements.

Cordially, David Penny
Personnel Director

dp/js

Sample Letter 42 was written to an employee who had broken company policy,
informing her that she has been terminated. The letter writer clearly explains the violation of
company policy and informs the employee that she has been terminated.

c. Letter terminating an employee who has broken company policy (semiblock
format).

SAMPLE LETTER 42.

[date]

Ms. Karen T. Woot
32 Restpark Place
Feldtown, Nevada 23234

Dear Karen:
On Wednesday morning, May 16, 20X4, you and I had a meeting with David Marshall in his

office. When the conversation was over, you went back to your area and then left the building without
telling anyone where you were going.

According to Davis Construction Company‘s policy on absences, employees who will be absent
must notify their superior during the first halfhour of each working day.

Because we have not heard from you for the last seven days, and have been unable to reach you,
your employment at Davis Construction Company is considered terminated.

You will receive one month‘s severance pay. All of the stock you have purchased through
the employee stock ownership plan will be disbursed to you. Please contact Muriel Viewton in the

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 92

personnel department to make arrangements. Sincerely,

Vanessa K. Jewett

Vice President
vkj/ahh

Sample Letter 43 was written to an employee who is being laid off because of a
corporate downsizing. It is clear from the tone of the letter that the employee already knows he
is being laid off. The letter tells him when he‘ll receive his last paycheck.

d. Letter to employee being laid off because of corporate downsizing (full-block
format).

SAMPLE LETTER 43.

[date]

Mr. Timothy Wagner
54 Golden Place
Triathlon, Nevada 34345
Dear Tim:

On November 1, you will receive your last paycheck from Big Empire Furniture, Inc. I know that you‘re
already aware of what a tough year it‘s been for the company. Regardless of how we tried to trim costs,
we still found ourselves short of being able to turn a profit unless we shrunk the size of our

payroll. These economic conditions resulted in the decision to dismiss you and many other employees in
your division.

George Noble, your immediate supervisor, speaks very highly of your work over the five years you‘ve
been with the company. I am hopeful that you‘ll be able to find fulfilling work elsewhere. Please do not
hesitate to list me as a reference. I will be glad to share with prospective employers how dedicated
and diligent an employee you have been.

It is always difficult to be the bearer of such bad news. It is especially difficult when the recipient has
been as great an asset to the company as you have been.

Thank you for your work at Big Empire Furniture. I wish you the best.

Sincerely,

Tom Paine
Personnel Director

Letting an employee go can be one of the toughest jobs an employer has to do,
especially when the dismissal is not due to the employee‘s inepti tude or lack of
professionalism. Similar to the writer of Sample Letter 51, the writer of Sample Letter 44 gently
but firmly informs the employee that he is being laid off due to corporate downsizing. The
salutation is personal, rather than formal, to soften the blow; the closing emphasizes the close
connection between writer and reader. Clearly, the writer has high regard for the employee he is
dismissing. In the first paragraph, the writer both explains the current economic environment
and delivers the news of the employee‘s dismissal. Next are the formal details of the layoff,
including the effective date and the benefits for which the employee is eligible. The offer of

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 93

the company‘s resources in the second paragraph cushions the impact of the news, and the final
paragraph is brief: there is nothing more to say at that point.

e. Letter informing employee of layoff (full- blockformat).
SAMPLE LETTER 44.

[date]

Mr. Robert McAllister
123 Coventry Avenue
Wichita, Kansas 99834

Dear Bob:

As I‘m sure you‘re aware, unusually low revenues from our Merchandising Division combined with a
general sluggishness in the national and international markets have necessitated a restructuring of our
entire production staff in the Southeast Region. One of the effects of this reorganization is that your
position as one of the six quality control supervisors is being eliminated, effective six weeks from the date
of this letter. As an employee dismissed in good standing, you will be receiving full benefits for which you
are eligible.

I recognize that this news, although not unexpected, will still come as a shock. I want you to know
how much I‘ve appreciated your contributions to Mateo, Inc. The Human Resources department will be
contacting you within the next week to set up an exit interview, and I‘ve instructed that group to throw
the resources of its entire professional support staff behind you in your efforts to find a new job. I would
also like to
personally offer my assistance in your job search and will be happy to write a letter of professional
recommendation for you, should you desire it. Please let me know how I can help you during what must
be a difficult time for you.

I regret that we must make this decision. I hope that your efforts, combined with those of the
Mateo, Inc. support staff, will enable you to find a job that suits both your interests and your talents.

Sincerely,

Beall Slade
Division Manager

7. Letter Acknowledging Anniversary Date
Sample Letter 45 was written to inform an employee that there will be a

commemorative luncheon in her honor for all her years of service to the firm. The writer
begins with the announcement of the luncheon, giving the why, when, and where information
that the reader needs to know. The next paragraph acknowledges the employee‘s service in detail,
and then the writer moves into a paragraph requesting a reply and gently giving a deadline at the
same time before closing.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 94

SAMPLE LETTER 45. Letter acknowledging anniversary date ofservice to firm
(full-block format).

[date]

Ms. Cynthia Hicks-Jacobus
111 Abernathy Court, Apt. 2A
Mapleton, New York 19903
Dear Cynthia:

We are pleased to commemorate your twenty-fifth year of service at Diamonex Jewelers with a
special company-wide luncheon on Friday, July 15, at the Mapleton Hyatt. Lunch will be at 12:00 noon
in the Pollock Room. I hope you will be able to attend.

There are only a handful of us who have been with the company as long as you have, and you have
seen us grow from a tiny mom-and-pop jewelry store to a transnational corporation with private mines
in South Africa and Zaire. Aswe grew, we knew we could count on you to represent us professionally
and ethically on the African continent, and your focus on human rights has been instrumental in the
development of our Ethics Code at Diamonex.

You have also proved that, sometimes, doing good is good for business, and your work has garnered
Diamonex human rights accolades and an increased market share. Thanks are in order, and July‘s
luncheon is our small way of giving you the notice you deserve. You will be the guest of honor, and I
can arrange a space in the program if you would like to say a few words at the meal. Please let me know
by June 10 if you are planning to give a few remarks, so that I can pass that information on to the
program printers.

I look forward to seeing you on July 15. Thanks again for all the years of service
you‘ve given Diamonex.

Sincerely yours,

Berteil de Kooning
President

8. Retirement Letter Note

Sample Letters 46 and 47 are examples of letters written to an Retirement letter
employee upon retirement. Sample Letter 46 is a joyful letter written to 1.Letter congratulation
congratulate an employee on his retirement. The letter writer reminisces
about the employee and wishes him well in retirement plans.Note employee on
retirement
Sample Letter 47 was written to an employee retiring for health 2.Letter to employee
reasons. The letter expresses regret over losing the employee but wishes retiring for health
her the best on her retirement plans. The letter is sympathetic without reasons
being maudlin.

a. Letter congratulating employee on retirement
(semiblock format).

SAMPLE LETTER 46.
[date]
Mr. Robert E. Lang

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 95

345 West Hartford Street
Trumball, Vermont 23234

Dear Bob:

After I gave that small talk at your retirement dinner, I was struck with how quickly the 15 years

have passed since you first came to Andoris Publishing Company. It seems like only yesterday when you
heeded my call for a well-seasoned chief financial officer to come in and put financial controls in place at
a haphazardly growing publishing company.

Page 2
Mr. Robert E. Lang
[date]

Looking back on the 15 years, it‘s safe to say that you‘ve surpassed my wildest dreams in
helping Andoris to grow to where it is today—a $10 million company. No small feat considering we
barely broke a million when you first arrived.

You‘ll be missed here, Bob. But our loss is somewhat tempered by the fact that you and Gwen
will be chasing another dream down in Kokomo. I‘m not sure that buying into that Triple-A baseball
team was what I would consider a relaxing retirement, but for someone who is determined to live out
a baseball dream, it seems perfect.

Zoe and I wish you the best in your retirement and in your new adventures. We hope you will still
find time to visit us up in the Northeast whenever you‘re in town.

Sincerely,

Martin L. Nathan
President

MLN:jls

b. Letter to employee retiring for health reasons
(semiblock format).

SAMPLE LETTER 47.

[date]

Mrs. Jeanette Long
45 Twinscomb Place
Transit, California 45456

Dear Jeanette:

When we met last week, I told you how distressed I am at the prospect of your leaving Los
Angeles and Pet World. It is our loss, and we all regret the development of your allergies to the Los

Angeles smog.
Your work has been outstanding, particularly in your supervision of staff. I also appreciate your

loving attention to our pets.
I wish you the best as you move to the Sierras. Any time you need a letter of

recommendation, please let me know.

Sincerely,

Barbara Cole

bc/lg

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 96

Setelah mempelajari materi secara online tentang Personnel letter kini tiba saatnya
mahasiswa membuat rangkuman secara individual atau bersama teman mahasiswa dan poin-
poin materi yang telah mahasiswa kuasai. Mahasiswa dapat mencocokkan rangkuman dengan
rangkuman berikut ini.

C. RANGKUMAN

A large volume of correspondence flows through the personnel department of
every major business. Smaller businesses may also find their mailboxes and
outboxes stuffed with personnel- related letters. Whether they are written by the
business or by a prospective employee of the business, when personnel-related
letters are written effectively they can do a good deal to enhance the credibility of both
the business and the prospective employee.

Personnel letters may not secure business, but they will help ensure that you hire
the best possible candidate for a job and maintain a good relationship with that candidate
once he or she is on board. For the jobseeker, of the letters in this chapter can be used
as model letters for selling yourself to a prospective employer to get the job you want.

Many other personnel matters call for written communication, but usually
not in letter form. Such issues as organizational changes, labor relations activities,
changes in benefits, office closings, and other “inhouse” matters are most often
addressed in memorandums distributed to employees in the workplace.

The types of personnel letter include: 1) job interview request letters, 2) reply to an
application, 3) welcoming new employee, 4) recommendation letter, 5) Letter of
resignation, 6) termination letter, 7) letter acknowledging anniversary date, 8) letter
announcing staff changes.

Bagaimana? Apakah rangkuman yang anda buat sejalan dengan rangkuman di atas. Jika tidak
sejalan, cobalah cermati bagian mana yang kurang sejalan. Rangkuman yang anda buat
menggambarkan pemahaman terhadap writing business letter.

D. EVALUASI DAN TUGAS

1. Evaluasi akhir part 6 dikerjakan oleh setiap mahasiswa paling lambat pada minggu pembahasan
materi tersebut, dengan cara menjawab quiz i-spring secara online.

2. Bacalah doa sebelum saudara menjawab quis evaluasi. Dan ucapan syukur setelah selesai mengerjakan
pertanyaan evaluasi.
Hasil perolehan skor atas jawaban mahasiswa akan langsung terkirim ke email masing-masing
mahasiswa. Syarat ketentuan KKM adalah > 70. Jika belum mencapai target mahasiswa
disarankan kembali mempelajari materi online sampai menguasai dapat juga berdiskusi digrup
telegram atau berkomunikasi via telegram dosen, atau menanyakan dan mendiskusikan materi
yang belum dipahami pada saat perkuliahan tatapmuka. Selanjutnya mahasiswa dapat
mengulang kembali menjawab quiz online. Jangan putus asa, tetaplah semangat dalam belajar.
Barang siapa berusaha maka Allah swt akan memberikan kebaikan-kebaikan. Usahakan saudara

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 97

mencapai ketuntasan belajar pada bab tersebut sebelum masuk pada materi bab selanjutnya.
3. Tugas pada part 6 adalah menulis surat Personnel letter sesuai latihan berikut ini:

PT. BALI MANDIRI LIGHTING Jl. Kepundung 21, Renon Denpasar-Bali
WE ARE NOW HIRING

SALES MANAGER POSITION
QUALIFICATIONS
Bachelor degree, Business or Management Preferred
5+ years experience of senior sales level/marketing capacity
Excellent motivation skill
Proven track record of building, training, motivating a sales team

Submit your resume before September 2018 via postal address
or : [email protected]

4. As a manager of a trading company, write a letter of recommendation for your former
employee, Mr Johny Walker.It contains information on the person's qualities, attributes, and
effectiveness on the job, as well as a strong recommendation for future employment.
5. Answer the questions based on the letter below:
Mr. Lincoln
This letter of termination of employment is to inform you that your employment with Orchad
Piper, Inc. will end as of October 19, 2017. This decision is final and will not be modified. You
have been terminated for the following reasons: Recent economic conditions have caused a
significant downturn in sales, necessitating a 20 percent workforce reduction at Orchad Piper,
Inc. Unfortunately, your position is part of this reduction and has been eliminated. You will
receive your final paycheck after your last day, as well as payment for remaining leave. You will
also receive a $20,000 severance payment provided the attached release of claims document is
signed and returned. Your health care benefits will remain in effect for 180 days after your
termination takes effect.You are requested to return the company vehicle, key card, and phone
on your last day of employment. Also, please keep in mind that you have signed a number of
agreements which prohibit you from divulging confidential information. Please review the
attached copies. If you have questions about this letter please contact John Brown at 555-0600.
Yours,
Jean Claudia

a. What is the letter about?
b. Why Mr Lincoln should quit his job?
c. What are some compensation policies for Mr

Lincoln?

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 98

E. RUJUKAN

Bargiella, Fransesca and Chiaoinni. 2009. The Handbook of Business Discourse.
Edinburg:Edinburg University Press.

Basturkmen, helen. 2010. Developing Course in English for Specific Purposes. New York:
Palgrave MacMillan.

Bly, Robert W. 2004. Webster New World, Letters Writing Handbook. Indiana: Wiley
Publishing, Inc

Camiciottoli, Belinda Camfort, 2007. The Language Bisiness Study Lectures.
Amsterdam/Philadelphia: John Benyamin Publishing Company.

Chow Yim, Choong. Foundation Skill in Business, Handling The Telephone Proffesionally.
Dahlin, Mike. 2006. Giving A Conference Talk. Austin: University of Texas.
Dudley-Evans, Tony. 1998. Development in English for Specific Pusposes: A Multi

Disciplinary Approach. Cambridge: Cambridge University Press. (Forthcoming)
Harding, Keith; Henderson, Paul. High Season: English for the Hotel and Tourist Industry.

Oxford: Oxford University Press, 2004
Hutchinson, Tom & Waters, Alan. 1987. English For Specific Purposes: A learner Centered

Approach. Cambridge: Cambridge University Press.
Hutchinson, Tom & Waters, Alan. 1992. English For Specific Purposes: A learning Centered

Approach. Cambridge: Cambridge University Press.
Johns, Ann,M.& dudley-Evans, Tony. 1991. English For specific Purposes: International in

Scope, Specific in Purposes. Cambridge:TESOL Quarterly 25:2, 297-314. 1991.
Mascull, Bill. 2002. Business Vocabulary in Use. Cambridge:Cambridge University

Press.
Robinson.Pauline C.Ed. Hywel Coleman. 2007. Working with Language: A Multidisciplinary

Consideration of Language Use in work Contexts. New York: Mounton de Gruyter.
Wardhono, Agus, Business English, Universitas PGRI Ronggolawe Tuban.2000
Wardhono, Agus dan Rosy, Adria. Handbook of English for Specific Purpose. Universitas

PGRI.Tuban.2014

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 99

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 100

PART
7

CUSTOMER TO SUP PLIER LETTER,
SUPPLIER TO CUSTOMER LETTER

A. PENDAHULUAN

Kemampuan Akhir yang diharapkan:
Mahasiswa dapat mengidentifikasi dan membuat surat Customer to supplier dan surat supplier to
customer.
Indikator keberhasilan:
Setelah mengikuti part 7 ini, Mahasiswa diharapkan dapat:
(1) menyebutkan jenis-jenis Customer to Supplier Letter, Supplier to Customer Letter
(2) mendapatkan ide-ide pada types of Customer to Supplier Letter, Supplier to Customer Letter
(3) menulis types of Customer to Supplier Letter, Supplier to Customer Letter

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 101

Materi yang dipelajari pada Part 7: ini mengkaji beberapa hal yang berkaitan dengan konsep
dasar Customer to Supplier Letter, Supplier to Customer Letter

Petunjuk Belajar

1. Berdoalah sesuai dengan keyakinan masing-masing sebelum belajar.
2. Baca dan dengarkan audiobook part 7 tentang Customer to Supplier Letter, Supplier to Customer

Letter dan Powerpointnya.
3. Brownsing sumber lain yang relevan dengan topik materi customer to supplier letter, supplier to

customer letter. untuk memperkaya materi.
4. Komunikasikan dengan dosen kesulitan yang dihadapi dan diskusikan dengan teman/antar

mahasiswa.
5. Berdasarkan hasil belajar online, brownsing dan diskusi, buatlah rangkuman tentang customer to

supplier letter, supplier to customer letter
6. Bandingkan rangkuman yang saudara buat dengan audiosummary, lengkapilah

kekurangannya.
7. Lakukan latihan/praktek menulis customer to supplier letter, supplier to customer letter bersama

temanmu dan Kumpulkan via telegram dosen untuk diperiksa dan diplih secara acak untuk
didiskusikan dan pada kuliah tatapmuka.
8. Untuk menguji pemahaman materi, Kerjakan tes formatif/quis evaluasi part 7 secara
online. Jika hasil tes saudara < 70, maka kembali ke langkah awal selanjutnya ulangi
mengerjakan tes. Batas maksimal pengulangan sebanyak 3 x. Bagi yang belum mencapai
ketuntasan akan diberikan bimbingan oleh dosen. Jika hasil tes > 70, saudara dapat
beralih pada part berikutnya.
9. Seyogyanya mahasiswa tekun dan cermat dalam belajar, Kedisiplinan mahasiswa dalam
mengikuti tatap muka perkuliahan setiap pertemuan, mempraktekan membuat surat dan
mempresentasikannya, mengerjakan tugas- tugas yang terintegrasi secara online akan sangat
membantu keberhasilan mahasiswa. Jangan lupa berdoa sebelum mengakhir belajar sebagai
tanda rasa syukur pada Tuhan Yang Maha Esa dan ilmu yang dipelajari dapat bermanfaat
Part 7 Waktu = 1 x 100 menit

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 102

B. URAIAN MATERI DAN CONTOH
The types of Customer to Supplier Letter, Supplier to
Customer Letter are: 1) letter of inquiry, 2) reply to inquiry/offering Note

letter, 3) follow up letter, 4) letter of order, 5) confirmation of order, 6) Letter of inquiry
complaining letter, 7) adjusment letter, 8) letter transmiting payment, 9)
letter transmitting final invoice.
1. Postcard inquiry
2. Complete inquiry
1. Letter of Inquiry letter
In a routine letter of enquiry state simply, clearly and concisely
what you want-general information, a catalogue or price list, a sample, a

quotation, an estimate and so on - and no more.
If there is a limit to the price at which you are prepared to buy, don't disclose it,
otherwise your supplier may raise his quotation to the limit you mention. Since suppliers usually

state their terms of payment when quoting, there is no need for you to ask for them unless
you are seeking special concessions.
When making an enquiry observe the following rules.

1). Begin with the question or questions you want to ask; your reader then knows at once what

your enquiry is about;
2). Put your request in the form of a question, not a

statement. Don't say, "I would like to know in what shades you can supply stockings."Say
instead," In what shades can you supply the stocking?";
3). Keep your enquiry short and to the point. say what

needs to be said and the stop.
If the enquiry is very short, a postcard may be sufficient.

You may then omit both salutation (Dear Sir) and complimentary close (Yours

faithfully) without seeing impolite.
Most letters of enquiry are short and simple, so much so that many firms have adopted the
practice of sending printed enquiry forms, thereby eliminating the need for a letter. As a
prospective buyer, the writer of an enquiry states briefly and clearly what he is interested
in, and this is all the receiver of the letter needs to know.
It is rather different when the object of your enquiry is to obtain a special price for regular
orders, or selling rights in your area. In cases like these you are asking for concessions, and
you have to 'sell' your proposal to the supplier. This requires much more skill than does the
writing of a routine enquiry, and we will be returning to letters of this type shortly.

a. Postcard Inquiry
SAMPLE LETTER 1

203, Jalan Buah Batu
Bandung.

Dear...
I have read your advertisement in "The Media Indonesia", and am interested in the new bicycles which
you offer. Please send me your illustrated catalogue and price-list. Wahyudi Please send me your latest
illustrated musical instruments catalogue and the lowest price-list. We should be obliged if you would
quote us your lowest prices of hand made batik for prompt delivery. We need an inquiry for pure silk
ties and should be grateful if you would send us samples of qualities which you have in stock. Please
quote your best prices and terms.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 103

b. Completed Inquiry Letter
SAMPLE LETTER 2
3rd April, 2010
Federal Bicycles Ltd
45 Jalan Wahidin
Jakarta
Dear Sir,
Federal Bicycles.
Following my conversation with the representative in your Bandung showroom, I should be glad if
you would send me your new catalogue of federal bicycles. If you can guarantee prompt delivery and
can quote competitive prices we may be
able to make an order.

Yours faithfully
Naga Bonar

SAMPLE LETTER 3

Dear Sir,

I'll be grateful if you could send me your catalogue and price list of electric washing machine and vacuum
cleaner for voltage 220. Please enclose free descriptive leaflets with your reply, and state what discount
you may give for quantities of 10 each.

Your faithfully,

SAMPLE LETTER 4

Dear Sirs,

We need an inquiry for Alba and Citizen wrist-watches in stainless steel case and unbreakable glass.
Please send us an offer quoting your best terms and discount for cash payment. We should be
grateful for an early replay.

Yours faithfully,

SAMPLE LETTER 5

Dear Sirs,

Please send me a copy of your booklet 'Trendy Fashion 1998.' I am interested in your collection which
you advertise and should be glad if you would send me full particulars.
Please let me know whether you can supply my order and quote your best discount for two weeks
payment.

SAMPLE LETTER 6

Dear Sirs

With reference to your advertisement in last week's "Newsweek" I should be pleased to receive 100
copies of your pamphlet 'Weeding Made Easy' and 200 copies of your list of fertilizers and weed killers.
I'd like to distribute them among my customers and I hope to be able to send you a good order.

Your faithfully

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 104

2. Reply to Inquiry / Offering letter
A reply to an enquiry from a regular customer is normally fairly brief, and does not need to

be more than polite and direct. Provided the supplier is in a position to meet his correspondent's
requirements, his reply will generally:
1). Thank the writer of the letter of enquiry for the letter in question;
2). Supply all the information requested, and refer both to enclosures and to samples, catalogues

and other items being sent by separate post;
3). Provide additional information, not specifically requested by the customer, so long as

it is relevant;
4).Conclude with one or two lines encouraging the customer to place orders and assuring

him of good service.

SAMPLE LETTER 7

Dear Mr. Bonar,
Your inquiry about our 'Federal Bicycles' has been referred to me and I remember very well the talk I
had with you when you visited our Bandung showroom. It may interest you to know that we have had
hundreds of inquiries as a result of our exhibit in some cities.
It gives me pleasure to send you our catalogue which contain all technical details about our new product.
You will find that the prices vary slightly according to the colour; the most popular colour seems to be the
black and blue. We are convinced that at these prices our bicycles are the best value in the market.
Owing to the very large orders we have taken at the exhibition we regret that we cannot promise
prompt at delivery except your order is received in the very near future. I hope we may hear from
you within the next few days.
Your sincerely
Andre Hehanusa

SAMPLE LETTER 8

Dear Sirs,
Thank you for your letter of 17th April.
We have pleasure in sending you our catalogue of electric washing machine and vacuum cleaner
which gives you full information about the various models. These can be supplied for every voltage.
One great advantage of our system is its simple installation which reduces the cost considerably. On
orders for 10 and more we would give you a special discount of 7% off the prices marked in the
catalogue. We hope to hear from you soon.

Yours faithfully,

SAMPLE LETTER 9.

Dear Sirs

Many thanks for your letter of July 22nd. We enclose our catalogue No. XXV and we have quoted our
best terms in the attached price lists. We believe that our models 'Alba' and
'Citizen' will meet your requirements.
May we use this opportunity to draw your attention to the new automatic watch 'Real' which we have
brought out this year? We feel sure it would sell well among your discerning customers.
We hope that our offer will interest you.

Yours Faithfully

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 105

SAMPLE LETTER 10.

Dear Sirs,
We are sending you today a copy of our booklet 'Trendy
Fashion 1993' for which you have asked.
The various types of dresses and blouses are illustrated; they are all available in three sizes and are
designed specially for ladies who like to look trendy. The materials we are using as chosen from the
highest qualities and the prices are very competitive. We are deeply sure that they will sell well among your
customers. For all further details we refer you to our catalogue which also shows the prices of different
models and sizes. We should be pleased to send one of our model to call on you to demonstrate how
beautiful their design are. Kindly let us know if you interested in our offer
Yours Faithfully,

SAMPLE LETTER 11

Dear Sirs,
It is always a pleasure to hear from an old friend again. Thank you for your inquiry, in replay to which we
are sending you samples of our best quality Satin and Taffeta in pure silk. Width and prices are indicated
on the price list and the quantities that we have in stock are shown.
As you know, Satin and Taffeta of these qualities are rising sharply during the last few weeks and we shall
have to increase our prices when our present stocks are exhausted.
We hope that a good order will enable you to profit by these
temporarily lower prices.
Yours Faithfully,

SAMPLE LETTER 12

Dear Sirs,
We confirm our telephone conversation of today about the
5000 sets 'Flying Horse' cutlery.
As we explained, the stainless steel blades necessitate from the catalogue price of Rp. 30.000 to Rp. per
dozen. We have kept the increase to the absolute minimum because we are, of course, anxious that you
should get this big order. But having cut the price so fine, it is, as we can do is 3% and this concession
leaves only a very small profit for ourselves.
We shall spare no effort to let you have delivery within two months and execute any order you may place
with us to your entire satisfaction.
Yours faithfully,

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 106

SAMPLE LETTER 13

Dear Sirs,

We are very gratified to learn from your letter that you are interested in our new miniature Shino camera.
Our sales manager, Mr. Niyakawa, is leaving for Jakarta the day after tomorrow. He will arrive in Jakarta
on May 4th and will call you the next morning to discuss the possibility of the sole agency with you. We
hope that we shall come to a satisfactory arrangement. Meantime we are sending you some material about
the camera, from which you will see what an enthusiastic reception it has had in the trade papers all over
the world.

Yours faithfully,

SAMPLE LETTER 14

Dear Sir,

We much appreciate your offer to distribute our leaflets 'Weeding Made Easy' in your district.
The advantages of our new selective weed killer are clearly explained. We are sending you 100 copies of
our leaflet and 200 copies of our list fertilizers and weed killers.
We are waiting for your instructions.

Yours faithfully,

3. Follow up letter
Sample Letters 15 through 21 were all written to follow up on a sales call to a prospect.

Sample Letter 15 was written to follow up on a meeting prospect. This letter writer briefly
expresses thanks for the meeting, explains in capsule form what his company can do for the
prospect, and closes by expressing a desire to work with the prospect.

Sample Letter 22 was written to follow up on a phone conversation. Here, the letter
writer gets right to the point when he writes that he has enclosed the materials requested by the
prospect in their conversation. He closes by reminding the reader of a meeting they have set up
and thanks him for his interest in the company‘s services.

Sample Letter 23 was written as a follow-up to a former customerwho had decided to go
with the competition. The letter writer follows up a conversation he had with someone at the
reader‘s company who told the writer why they made the shift to a new company. First the
letter writer sets up the situation in the letter. Then he announces how his company is able to
meet and surpass the competition when it comes to supplying the former customer‘s needs. He
closes by expressing a desire to serve the reader and encourages him to call should he need any
help.

SAMPLE LETTER 15. Follow-up letter to meeting
(semiblock format).

[date]

Mr. Gerald Johanson, Chairman
State Oil Refinery
75 Mascot Place

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 107

Alderbine, Georgia 89898

Dear Mr. Johanson:
Thank you for taking time out of your schedule to meet with me at the Racquet Club last Thursday. It
was a pleasure for David Paly and me to meet with you and the other partners of your organization to
discuss your company‘s data processing needs. I hope this is just the beginning of a solid relationship
between our two companies.

As I told you at our meeting, our company specializes in servicing companies like yours. Please
feel free to call on me at any time to discuss your needs. I would be glad to meet with you or your
partners to review any needs you would like to discuss.

Thank you again for the meeting. I hope to be able to work with you in the not too distant future.

Sincerely,

Alan Ross
Vice President

ar/fk
cc: David Paly

SAMPLE LETTER 16. Short follow-up letter to phone conversation(block
format).

[date]

Mr. Walter B. Jingle
Christophers, Leighs & Plummers
P.O. Box 45
Menahagon, Washington 98765

Dear Mr. Jingle:

I‘ve enclosed a copy of our press kit, which you requested when we spoke on the telephone yesterday.
Among other things, the press kit contains articles I‘ve written, stories in which I‘ve been quoted,
biographies of me and our senior staff, and a client list. I look forward to meeting you the week of
October 5. Thank you very much for your interest in NES Public Relations. I‘ll speak with you soon.

Yours truly, Mack Nilton

mn/mv
Enclosure

SAMPLE LETTER 17.Letter following up on lost sale
(semiblock format).

[date]
Mr. Carl B. Replick
Myers and Myers, Inc.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 108

456 Merrimac Place, Suite 4B Williamsburg, New York 34345

Dear Mr. Replick:
Checking through my records, I noticed that you were no longer an active customer of Zyblick Office
Supplies. When I called your office, I was informed that your company is now using our competitor from
a few counties over. Your office manager, Zed Globonk, was refreshingly forthright in telling me how
Zyblick fell short of the mark in keeping your business.

I‘m pleased to tell you that we have set up a whole new line of filing supplies, which Mr. Globonk
expressed a desperate need for. We feature a wide array of legal- and letter-size folders, as well as a variety
of color-coded hanging folders.
I thought you‘d also be interested to know that we‘ve established sameday delivery service and
overnight billing, features Mr. Globonk mentioned would really help your business. These services
are not offered by any of our competitors.

Mr. Globonk told me that you make all purchasing decisions at Myers and Myers. If you need additional
information from me, Mr. Replick, please feel free to call. I welcome the opportunity to serve your
company once again.
I will do my best to ensure your satisfaction.

Sincerely,
Robert Kemprel
rk/js

Sample Letter 18. Follow-up letter to meeting (semiblock format) was written as a
follow-up to a previous sale. The letter writer opens his letter by thanking the customer for her
prior business and reassuring her that his company will continue to provide ualityproducts and
services. He closes by mentioning a listing of products he has nclosed with the letter and
encouraging the reader to call him should she have any questions.

Sample Letter 19 was written as a follow-up letter to an active customer who had
attended the letter writer‘s exhibit at a trade show. The letter writer reminds the reader
about the trade show and then elaborates on a new product his company is offering. He closes
by expressing his appreciation for the reader‘s business. The letter serves not only to sell the
customer on the company, but to keep him informed. Sample Letter 80 was written as a follow-
up to a referral made by an associate of the reader. The letter writer immediately identifies the
situation by mentioning the referrer‘s name in the first paragraph. If the prospect recognizes
the name as someone he trusts, he is more likely to read on. The letter writer next explains
what his services are, mentions an enclosed brochure, and closes by encouraging the reader to get
in touch with him.

SAMPLE LETTER 18. Follow-up letter to previous sale (block format).

[date]

Ms. Bethany J. Cole Academy Services, Inc. P.O. Box 3456
Latin, Kentucky 54433

Dear Ms. Cole:
Thank you for purchasing your computer equipment at Diskquick Services earlier this year. My associates
and I at Diskquick would be pleased to provide any services we can to your company, or act as a sounding
board on your hardware and software needs. We do business with many professional services in the
Latin area and are familiar with the challenges of operating a company such as yours.

To familiarize you with Diskquick, I enclose a copy of our latest product listings. Please feel free to call

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 109

me or any of my associates on the enclosed list any time. I‘ll call you within the next few days to
introduce myself over the phone.
I look forward to meeting you.

Sincerely,
Alan Macalester Vice President am/mn
Enclosures

SAMPLE LETTER 19. Follow-up to exhibit visitor
(simplified format).

[date]

Mr. Lawrence Z. Weimer
Weimer Images
454 Main Road
Transit, Pennsylvania 34343

SUPPORT MATERIAL FOR NEW PRODUCTS

Larry, at the trade show in March, we announced that we would be introducing a new line of medium-
sized photography enlargers. The response we received at the show was tremendous and, in
order to help you present the enlargers better, we are enclosing a selection of new sales literature.

In addition to the introduction of the new enlarger, we are making other changes. We‘re now
better equipped than ever to respond to your needs and the needs of your customers. You may already
have noticed faster handling of orders. More improvements in service are on the way! This promises to
be an exciting year for us and we‘re glad you‘re part of it.

MICHAEL KERRY
VICE PRESIDENT—SALES AND MARKETING

MK Enclosure

SAMPLE LETTER 20. Follow-up to referral (full- block format).

[date]

Mr. John Nivas
Marketing Director
Nivas, Royal, Lauten, Inc.
681 Line Hill Avenue
Norstar, Massachusetts 09999

Dear Mr. Nivas:

Beatrice Clonig suggested I write you because she thought you might be interested in the unusual services
that I provide corporations.

I perform magic at sales meetings, trade shows, and corporate parties. I also work with companies to use
magic in promotions and new product introductions. Magic is used to support the theme of the
introductions, to support the theme of the meeting, and to reinforce key marketing points and
product attributes in an entertaining presentation. Each show is specially designed to highlight the client‘s
program objectives.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 110

For your information I have enclosed one of my promotional brochures. It should give you a better
indication of my capabilities and expertise. If you think that corporate magic might be something
that Nivas, Royal, Lauten,

Inc. would be interested in exploring, please do not hesitate to get in touch with me. I hope to hear
from you soon.

Cordially,

Ray Fontmore rf/jm

Enclosure

Sample Letter 21 was written as a follow-up to a proposal that had been sent to the
customer by the letter writer.

SAMPLE LETTER 21. Follow-up to a proposal (full- block format).

[date]

Ms. Beatrice Jared
Jared Software Development Company
48 Charles Street
Catalonia, New Hampshire 32334

Dear Ms. Jared:

On August 20, we sent you a proposal for assembling packaging and shrink wrapping boxes of your
software. Since we haven‘t heard from you yet, I thought I‘d use this opportunity to remind you to
review the proposal, which we believe will address your needs efficiently and profitably.

I have enclosed a stamped envelope that you can use to respond to us. Thank you very much for
considering us. We look forward to working with you.

Sincerely, Larry Douglas
Director of Marketing

4. Letter of Order
If the seller's offer is right, an order may be expected to follow. The really

difficult part of the business is now over and the remaining correspondence is largely routine.
The supplier must, however, maintain the friendly, helpful attitude of his earlier letters in all later
correspondence. At all stages of a transaction he must show the buyer that his aim is to
serve him well. Difficulties may arise at any time: unforeseen problems may occur and miss
understanding ensue. All these things will need action and explanation, so that careful wording
may be required in a letter to keep a customer in the right frame of mind. In other words, every
letter written to him should be a 'silent salesman' and a lasting advertisement for the writer.
Unlike sales letter, correspondence concerning orders is largerly routine. Sometimes there is
no correspondence at all; instead, buyers use printed order forms and sellers use printed
acknowledgements.
Here are some examples:

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 111

SAMPLE LETTER 22

14 February, 2010

Bayangkara Textile Industry
25, Jalan Gatot Subroto
Bandung

Dear Sirs,

Order No. 2345
We thank you for your letter of 7th February with samples and price list.
We have chosen five qualities and have pleasure in enclosing our order No. 2345 for your attention.
As we urgently need them, we should be deeply grateful if you could dispatch them without delay.

Yours Faithfully, Johan
Encl. Order No. 2345

SAMPLE LETTER 23

Dear Sirs, Please supply:

Quantity Article Price Delivery

40 yds273 Rp. 5000 prompt
40 yds 435 Rp. 4500 prompt
40 yds 687 Rp. 4250 prompt

50 yds 888 Rp. 4000 prompt

50 yds 965 Rp. 6500 prompt

Despatct by air firs flight 14 days/3% For Sejahtera Textile Shop.
Johan

SAMPLE LETTER 24

19 February, 2014

Sejahtera Textile Shop
22, Jalan Pangeran Hidayat
Banjarmasin

Dear Sirs,

Your Order No. 2345
We acknowledge with thanks your letter of 14th February and are pleased to see that some of the
articles we offered you have met with your approval.
A very large order for 965 has unexpectedly exhausted our stocks of this material. As you asked for
prompt delivery, we have substituted our quality 967 at the similar price. This cloth has only just come
into stock and we think it is most attractive and certainly excellent value for money.
The goods are being despatched today by air first and should reach you in the afternoon. We trust that
they will to your satis- faction and hope to receive further orders from you in the future.

Yours Faithfully, Bambang
Sales Manager

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 112

SAMPLE LETTER 25

2nd March, 2013

Surya Textile Co. Ltd
34 Jalan Mandalawangi
Bandung

Dear Sirs, Export 3256
We acknowledge the receipt of your letter of 27th February and have considered the cotton, of which
you sent us samples, to our customer in Singapore.
We have obtained an order for 50 pieces but on the condition that a trade discount of 7% must be given.
We are most anxious to build out our export connections and hope that you would assist us in our efforts.
Enclosed please find our order from No. 4215. If you can accept the terms offered by our customer we
would ask you to arrange for immediate delivery. Your reply will oblige.

Yours Faithfully,
Irwansyah
Export Manager

SAMPLE LETTER 26

4th March, 2011
PT. Sentosa Indonesia
56 Jalan Gajah Mada
Jakarta Pusat

Dear Sirs,
Export 3256. Order No. 4215
We thank you for your letter of 2nd March with order No. 4215 for 50 pieces of cotton. Although our
prices do not really allow
any concession we have in this case decided to accept your order to grant you a trade discount 7%.
We do this because we want to help you in extending your exports and in the hope that this will lead to
repeat orders.The goods will be despatched by passenger train and will reach you this afternoon. Our
invoice will follow in due course.
Yours Faithfully,

Pribadi

Sales Manager

SAMPLE LETTER 27

11th May, 2012
Buana Wholesaler Ltd
12 Jalan Pelajar
Bandung

Dear Sirs,

Thank you for your offer of 7th May. The prices and qualities seem to be satisfactory and we enclose an
order for your attention. As business is a bit slack these last few months we should ask you to alter your
terms slightly and to allow as payment in 75 days with 5%. Delivery is required on 19th May.
Kindly inform us whether you can book the order on these terms.

Yours Faithfully,

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 113

Wayan Sujana
SAMPLE LETTER 28

15th May, 2014

Wayan Sujana
21 Jalan Wahidin Sudiro Husodo
Denpasar

Dear Sirs,

We are in receipt of your letter of 11th May and thank you for your order No. 3123 which we have
accepted on the terms your purpose. We have been doing business together for many years you know
that we always try to meet the reasonable wishes of our customers. We must ask you, however, to
realize that this concession is exceptional and that future orders can be executed only on our normal trade
terms. We shall be pleased to receive your further orders which shall have our most careful attention.

Yours Faithfully

SAMPLE LETTER 29

Gentlemen:

We acknowledge the receipt of your letter of 21st June and enclose our order No. 1756 for your models
'Alba' and 'Citizen'. If this watch proves satisfactory, we shall send you regular repeats. Any display
advertisement you may have would certainly assist sales. We shall be grateful for prompt delivery.

Yours truly,

SAMPLE LETTER 30

Gentlemen:

We have your letter of 22nd July and 2nd August and enclose our order No. 203 for 7 cabinets model
145 35" deep.
We note that you have asked for a minimum order of 12 cabinets because of the special size we
require. At the present time, however, we have no use for more than 7 of these cabinets, which are
wanted for a special order.
We hope that you will oblige us and accept the order at the quoted price.
We are expecting your reply.

Yours truly,

SAMPLE LETTER 31

Gentlemen:

We thank you for letter of August 14th.
We have studied your catalog and have selected 5 models for which we enclose our order. We would
stress that this is a trial order and if we are satisfied with your shipment you cant expect regular repeat
orders.
To avoid difficulties with the customs authorities here, please make sure that our shipping documents
are carefully observed. For our credit status we refer you to the Panin Bank, 21 Orchid Street, Singapore.

Yours truly,

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 114

SAMPLE LETTER 32

Dear Sirs,

In reply to your cable of 21st September and your air letter of the same date we have pleasure in
enclosing our order No. 3454 for your prompt and careful attention.
We have accepted your price of US $250 for 'Sharp' but must ask to reduce your quotation for 'Hitachi'
to US+325. Quite frankly we think that even at this price the bicycle will be difficult to sell as there
are so many cheaper models on the market.
Payment will be made by Letter of Credit in Singapore.
Please let us know when the goods are ready for shipment.

Yours faithfully,

5. Confirmation of order
Letter of confirmation is a letter that made by the seller to buyer for giving

confirmation about the order Some expressions used for confirmation of order
1) . Opening lines

a). Thank you very much for your order of .........
b).We were very glad to receive your order for

.........
c). We obligated for your order no ..... for ....
d). We acknowledge with thanks for your order no

..... for ....
e). We have received your letter of ...... ordering

about our ..... and many thanks for your kind attention to our offer.
2). Acceptance of order – ready to despatch

a). The goods are being prepare for shipment in accordance with your shipping
instruction

b). We have the pleasure of confirming that your order is completed and will consign on ....
c). The goods will be despatched next week and we hope that today‘s order will be

followed by many more.
d). As you need the goods so urgently, we have arranged transport by board. This will make

shipment on .... by ....
e) You may be sure that your ...... ( item of order ) will be ready for shipment by
3). Offering of substitute
a). We can‘t supply exactly to your order as ....

(1) these design are out of fashion
(2) we do not stock the sizes required
(3) these colours are no longer available, etc
b). We regret being unable to execute your order for ..... As our stock is completely
exhaused. We can offer you instead.
c). As your order is ..... we have sent you type ...., which is the nearest we can supply at
present.
4). Notifying increase of price
a). We are accepting your order at the prices quoted in our letter, but can‘t guarantee that
they will hold good for further order.
b) We have had to increase our prices since your last order
c). If you can rise your order to .... We on offer you a price of ...each
5). Resufing of order
a). We regret, we shall be unable to accept anymore order for this item until further notice
b). Regarding item of your order, we regret that we do not manufacture this as .....

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 115

c). In this instance we are unable to accept your order, as we (cannot match your pattern)
6). Delays in despatch

a). We are very regret, your order has held up at the docks by a strike of stevedores.
You will appreaciate that this circumstances are beyond our control

b). The recent exceptional demand for this line makes it impossible to promise delivery of
orders on ......

7). Closing sentences
a). We are looking forward to receive your further order
in the near future
b). We hope this order will be continue with another
orders immediately

c). Please write us if you were interest for this offer
4). We trust that you will understand for our increased and will place on order promptly
5). We will advice you of course, as soon as we are able to supply these goods again.

THE EXAMPLE OF CONFIRMATION LETTER
SAMPLE LETTER 33. Acceptance of order

Dear Sirs,

We have received your letter of August1st, ordering about various televisions. We are Glad to learn
about articles have met your requirements.We have the pleasure of confirming that your order is
completed and are consist of :
1. ―Sharp‖ colour televisions 14 inchi = 10 units
2. ―Sanyo‖ colour televisions 14 inchi = 5 units
3. ―Laser‖ colour televisions 12 inchi = 8 units
4. ―JVC‖ colour televisions 20 inchi = 4 units
The goods are packed by carton case. We will be despatch these goods on August 30 th as you
required and hope you will receive as soon as possible in the perfect condition.
You may rely on us as your orders should have our promt attention. We look forward to receiving
yur further orders in the near future.

Yours faithfully

SAMPLE LETTER 34. Offering of substitute

Dear Sirs,
We have a pleasure to receive your order for our various colour paints, and to hear of your

success in selling of the last consignment.
But we regret being unable to execute your order, as our stock is completely exhausted, as

your orders are no 5,
12, and 20, we offer you instead are no 4, 11, and 19, which we can supply at present.

Please let us know whether we may send it in these colours, which we should like to serve your as
soon as.

Yours trully

SAMPLE LETTER 35. Notifying increase of price

Dear Sirs,

We are very grateful to you for your order for 5.000 boxes of ― Chico‖ baby sets. We are
regret in informing you that we can‘t fill your order at the usual price. We can offer you a price of US $
10 per box. We have been compelled to raise our prices, as rising row material prices, labour and
transport cost.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 116

We trust that you will understand for our increased and please inform us by return if you agree
this new price.

Yours faithfully

SAMPLE LETTER 36. Refusing of order

Dear Sirs,

We were pleased to get such a good order from you, which arrive us on 26th February.
We are many thanks.

We are regret, however, being unable your order at present, as we cannot match your
pattern. There is no demand for the model of shoes which your submit as sample, and we shall
not manufacture further supplies.

Please accept our apologies, so we can inform you, of course, as soon as we are able to supply
this model again.

Yours faithfully

6. Complaining letter

Mistakes may occur in day- to-day business, and these give Note
cause for complaint. There might have been a misunderstanding about the

goods to be supplied; perhaps the warehouse clerk made an error in Complaining letter
addressing the parcels; sometimes a consignment is dispatched too late or 1. Complaint of late
delivery
delays are caused in transit; damage may have occured during delivery; a 2. Complaint
manufacturing defect is covered when a machine is used.
concerning quality
The customer is understandably annoyed, yet this is no reason to 3. Complaint
write an angry letter of complaint. He will get better results if he takes
the trouble to explain his complaint clearly, and to propose ways in concerning prices
charges
which matters can be put right. His company may make mistake too: 4. Complaint
concerning wrong
firms often have to manage with insufficiently trained personnel or to goods
contend with a staff shortage, so mistakes and accidents happen.

It is particularly necessary to exercise tact in handling complaints. A disapointed

customer cannot be put off with mere apologies-he is entlited to know how the mistake will be
remedied: when he will receive the goods ordered; what he is to do with the wrong consignment

or the damaged goods he received; when he will receive a replacement for his defective machine,
or if it can be repaired quickly.

a. Complaint of Late Delivery
SAMPLE LETTER 37.
Our Order No. 587

Dear Sirs,

On February 2nd we order 15 'Butterfly' sewing machines for delivery mid-March. As the machines have
not yet arrived, we must ask you to despatch them without further delay. Unless they are in our shop
within a week we shall have to cancel our order.
We are waiting for your reply by cable in 24 hours.

Yours faithfully,

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 117

SAMPLE LETTER 38.

Dear Sirs,

We have your letter of 22nd March and regret very much that we have not yet been able to execute
your order No. 587 of 2nd February. We are, of course, aware that the order is long overdue, but
we are out of stock on that kind of machines. We have, however, been informed that we shall probably
have delivery within three days and we have instructed the sole agent to despatch the machines to you
direct in order to save time.

We assure you that we are doing our best to speed up delivery and we offer our apologies for the
inconvenience the delay has caused you.

Yours faithfully,

b. Complaint Concerning Quality
SAMPLE LETTER 39

Dear Sirs,

We have today received the four pieces Taffeta which we ordered on 5th June.
On examination we find that three pieces do not correspond with the original pattern, as the colour is
much paler that looks most unattractive. We still have a piece of your April delivery in stock and we want
to use this with the new pieces, but the difference in colour makes this quite impossible.

We are therefore returning the pieces to you, carriage forward, and would ask you to send us your credit
note.

Yours faithfully,

SAMPLE LETTER 40

Dear Sirs,

We very much regret to learn from your letter of 13th July,
2012, that three pieces of our delivery of 10th July were unsatisfactory. While slight differences in
colour are
unavoidable, we appreciate your problem in matching the pieces with part of our previous delivery and
shall, of course, take the three back. We are expecting new deliveries next week and shall then carefully
select three pieces which are completely identical with the original.
We hope that this will meet your wishes and we apologies for
this.

Yours faithfully,

c. Complaint Concerning Prices Charges
SAMPLE LETTER 41
Dear Sirs,

Last June we bought from you a miniature 'Jassica' camera at S $1500. On 11th November we sent
you repeat order and are surprised to see from the invoice, received today, that you are now charging
S $1600 each camera. Although we realise that prices have gone up slightly since June, an increase of over
6% seems to us of all proportion.

We must, therefore, ask you to let us have a reduction or, failing this, to let us return this to you because
we cannot sell them.

Yours faithfully,

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 118

SAMPLE LETTER 42

Dear Sirs

From your letter of 24th November, 2012, we see with regret that you consider the price of our
miniature camera 'Jassica' too expensive.

May we explain that there are two reasons for considerable increase: our prices in June were based
on an old contract of which we gave our customers the full benefit the correct price at that time should
have been S $1520 to S $1540. At the same time as this contract came to an end we had to face the
sudden rise which, as you know, took place in August.
The price of S $1600 has been most carefully calculated and we regret we are quite unable to allow even
the smallest reduction.
As a matter of fact, we shall have to increase it by another S $25 very shortly.

We admit that these frequent changes of prices are most unfortunate, but as the market is at present, they
cannot be avoided. We hope that you will feel able to keep them, as we are confident that you will find a
ready sale for this popular camera.

Yours truly,

d. Complaint Concerning Wrong Goods
SAMPLE LETTER 43
Our Order No. 890

Dear Sirs,

Your consignment arrived yesterday and has been found correct with the exception of 'Advanced
Dictionary' of which 20 were ordered while the case contained only 15.
Please examine the matter and send the missing 5 dictionaries by air freight as we can accept them only
if the arrive before the end of the month.

Yours faithfully,

7. Adjustment letter

Adjustment letter plays an important role in bringing business Note
companies to a successful level. An adjusment letter is written by seller
to a customer to regain the lost confidence and maintain his goodwill.
Adjustment Letter
a. General advice on the adjustment letter 1. General advice
1. Welcome the complaint
2. Answer the complaint promtly on the adjustment
3. Make the answer longer than usual letter, if it is important letter
4. Adapt the tone and language of the letter to the personality discovered 2. Some expressions
used in
from a claimt. adjustment letter
5. Avoid any defensive news 3. The examples of
adjustment letter

6. Protect both of the company and the customer especially the customer, because the

company could‘t exist without him
7. Emphasize what you can do, and not what you can‘t do
8. Don‘t over apologize – explain the fact
9. Don‘t blame the customer
10. Don‘t make rash promises
11. Don‘t blame subordinates

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 119

b. Some expresssions used in Adjustment letter
1. We have received your letter dated ..... for you complaint and please let us to make an

adjustment
2. Thank you for your letter date .... but we regret that we heard case no ... Did not contain the

good you order
3. We were very sorry to receive your complaint that the material you received was Not of the

quality expected
4. We appreciat your offer to keep the goods wrongly delivered, and we are ready to Allow

.... % of the invoice price. We hope this meet with your appoval
5. As soon as we received your letter we got on touch with the packers and asked Them to

look into the matter

c. The examples of adjustment letter:
SAMPLE LETTER 46
Dear Sirs,

We have received your letter of 10th May and are very sorry that we have unable to supply your
order on time

We inform you, however, when your order was received, we have already booked of many
orders. We are glad, that the consigment of 150 ―Secretarial Training‖ books will be ready for despatch
next week and we hope that they will arrive on more than 27 th May.

Please accept my apologies for this delay and we wait your many more orders in near future. We
promise to give you the better service.

Yours faithfully

SAMPLE LETTER 47

Dear Sirs,

We received your complaint and we are sorry that we didn‘t send you as written on your order.
Today, we send you a white textile which you received last time, carriage forward.
We accept full responsibility and offer our apologies to this happenings. Please let us have your
other orders in the near future.

Yours faithfully

EXERCISES :
1. Write 5 expressions of adjustment letter
2. Write adjustment letter based on situation below :

a. A complaint from your customer that your consigment of colour television 24 inch
have cracked

b. A custmer has bought radio from you. He had dropped it and he return it to repair
under your time‘s guarantee

8. Letter Transmitting Payment
Sample Letters 48 through III are examples of transmittal letters that were

written to accompany payment.
Sample Letter 48 is a standard transmittal of payment on account letter. The letter

writer clearly identifies the amount enclosed and the purpose of the payment. He closes by
thanking the letter reader for her services.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 120

SAMPLE LETTER 48. Transmittal of payment on account (semiblockformat).
[date]

Ms. Alice D. Edwards
Tisk-a-Disk Office Supplies
76 Tuscon Drive
Lake Forest, Kentucky 23234

Dear Ms. Edwards:

My check for $75.42 is enclosed. This is my final payment on my order number 73A2 for office
supplies for Kearney Public Relations, Inc. placed on March 30, 20X8.

Thank you for extending us the credit. We appreciate the service you provided us.

Sincerely,

Allen T. Quagmire
Office Manager

atq/fwd
enc.

Sample Letter 49 was sent to transmit payment that was different from the total on
an invoice. Here the letter writer indicates the amount he is transmitting, explains the
discrepancy, and asks that the letter reader call if there is any confusion about the account.

SAMPLE LETTER 49. Letter transmitting payment totaling differentamount from
invoice (full-block format).

[date]

Mr. Brandt Henry
Quimby Office Supplies, Inc.
312 Respite Way
Santiago, Idaho 43456

Dear Mr. Henry:

Enclosed is my check for $27.22 to cover payment of stationery supplies I purchased from your company.
You‘ll notice that the amount does not match the amount stated on the invoice dated April 30, 20X1.
This is undoubtedly because my check of May
5, 20X1, was not credited to my account.

Please call me if there is any problem with my account. If I do not hear from you I will assume that my
account has been paid in full.
Sincerely,

Zachary T. LeBoeuf ztl/pcd
enc.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 121

Sample Letter 50 was sent to transmit payment to a speaker whom the letter writer found
to be outstanding. The letter writer announces in the first paragraph that the payment is
enclosed, but goes on to praise the speaker for playing such an integral role in the success of the
convention at which he spoke. The letter writer clearly is pleased with the speaker‘s performance.

Sample Letter 51 was written to a speaker who was not particularly outstanding. The
letter writer indicates that she is transmitting payment and thanks the speaker for his
participation. Nowhere does she complain about the speaker‘s performance. She simply does
not lay on as much praise as the letter writer did in Sample Letter 52
Sample Letter 53 is a courteous letter used to transmit payment.

SAMPLE LETTER 50. Letter transmitting payment to outstanding speaker
(semiblock format).

[date]

Mr. James Lewis
Funny for Money, Inc.
228 West 78th Street
Manhattan, Kansas 43456

Dear Mr. Lewis:

Enclosed is a check covering your speaking fee for the luncheon speech you delivered at our
group‘s annual convention.

Once again, the annual convention of the Association of Internal Auditors (AIA) met with the
resounding approval of its membership. On their evaluation forms, our members rated your talk as one of
the top speeches given during the four-day convention.

Thank you for helping to make our convention a success. We hope to call on you again to
enlighten our group.

Sincerely,

Convention Director Oscar D. Terradect

ODT:jls
enc.

SAMPLE LETTER 51. Letter transmitting payment to not-so-great speaker (block
format).
[date]

Mr. Martin Laramy
Modifier Parries Company
312 West Main Street
Boonton, New Jersey 07005

Dear Mr. Laramy:
Enclosed is a check for your appearance as a speaker at our weekend retreat in Chatham.
Thank you for agreeing to speak to our group of brokers.

Once again, our brokers found the retreat to be a useful time to gather and share knowledge

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 122

with fellow professionals.
Thank you again.

Sincerely,

Sheila T. Picksups

stp/fwd

Sample Letter 52 was written to transmit payment to a reviewer of a manuscript. The
letter is brief but clear. The letter writer states the amount enclosed and thanks the letter
reader for his services.
SAMPLE LETTER 52.. Transmitting payment to reviewer (semiblock format).

[date]

Professor Adam R. Ecuamen
Holiday University
67 Right Venere Hall

Holiday, New Mexico 32345

Dear Professor Ecuamen:

Enclosed please find your check for $250 for the recent review you did for me. I appreciate the

time and effort you put into it.
I hope to be able to call on you again.

Sincerely,

EC/jh Edward Colen
enc. Program Director

Sample Letter 53 was written to accompany the final payment of an account.
SAMPLE LETTER 53. Letter transmitting final payment of an account
(full-block format).

[date]

Mr. David Palay
Sales Director
Grand Forks Parts, Inc.
55 Lincoln Drive
Boonton, New York 09008

Dear Mr. Palay:

Enclosed is my check for $543.95, which is the final payment on the severe retractors I ordered on July 30
from Grand Forks Parts. We are very pleased with the parts we purchased and thank you for the
generous payment schedule you set up for us.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 123

Sincerely,

Alan Jacobs
President

Encs.

9. Letter Transmitting Final Invoice
Sample Letter 54 was written to accompany a final invoice that was being transmitted

to a customer. The letter writer expresses pleasure at having been able to serve the customer.
He then indicates that a final invoice is enclosed.

SAMPLE LETTER 54. Transmittal of final invoice [date]
(semiblock format).

Ms. Ann Chan
186 Grampian Street
Alexander, Wisconsin 34321

Dear Annmarie:

It was a great pleasure having your reception/luncheon/dance in the London Room. We do hope
that you and your guests were pleased with all of the services provided.

Enclosed you will find the completed invoice for your function. Should you have any questions
about it, please do not hesitate to call us.

We look forward to the opportunity to be of service to you again in the near future.

Sincerely,

R. Hendric Mc Anthony
Director of Marketing

HMA/jls
encl.

Setelah mempelajari materi secara online tentang Customer to supplier, supplier to costumer letter
ini tiba saatnya mahasiswa membuat rangkuman secara individual atau bersama teman mahasiswa
dan poin-poin materi yang telah mahasiswa kuasai. Mahasiswa dapat mencocokkan rangkuman
dengan rangkuman berikut ini.

C. RANGKUMAN

Customer to Supplier Letter, Supplier to Customer Letter is a short of sales letters. It can be
extremely powerful; marketing studies show that they outperform other direct mail formats
such as brochures and postcards. But before you get to see how effective they are, you have to
write one. This chapter show how to write a sales letter that will impress your readers and
persuade them to buy your product or service or deal with any kind of purposes.The types of
Customer to Supplier Letter, Supplier to Customer Letter are divided based on some
categories. Letter of inquiry asks someone for specific information. In some cases, such as a
request for promotional material, the recipient will have a clear interest in responding to your
letter. The response of letter of inquiry is offering letter which give some information about the
goods and services.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 124

Follow up letter is written to follow up on a sales call to a prospect, phone conversation or
meeting decision. If the seller's offer is right, an order may be expected to follow, a letter of
order is a document that confirms the details of a purchase of goods or services from one
party to another. While an order confirmation letter is a written confirmation of an order
which is sent by the producing or service rendering company that accepts the order placed by
a purchasing customer. It serves as a tool to avoid confusion and mistakes in case the the
order does not conform to the original offer. If customer have had a bad experience with a
product or service, he can write a letter of complaint outlining the problem. Adjustment Letter is
response letter to customer complaint or claim. It is official in nature and explains the
relevancy of the complaint or claim and how it can be. A letter transmiting payment is
document sent by a customer, which is often a financial institution or other type of firm, to a
creditor or supplier along with a payment to briefly explain what the payment is for so that
the customer's account will be credited properly.Finaly, letter transmitting final invoice written to
accompany a final invoice that was being transmitted to a customer.

Bagaimana? Apakah rangkuman yang anda buat sejalan dengan rangkuman di atas.
Jika tidak sejalan, cobalah cermati bagian mana yang kurang sejalan.

D. EVALUASI DAN TUGAS

1. Evaluasi akhir part 7 dikerjakan oleh setiap mahasiswa paling lambat pada minggu
pembahasan materi tersebut, dengan cara menjawab quiz i-spring secara online.

2. Bacalah doa sebelum saudara menjawab quis evaluasi. Dan ucapan syukur setelah selesai mengerjakan
pertanyaan evaluasi. Hasil perolehan skor atas jawaban mahasiswa akan langsung terkirim ke
email masing-masing mahasiswa. Syarat ketentuan KKM adalah > 70. Jika belum mencapai
target mahasiswa disarankan kembali mempelajari materi online sampai menguasai dapat juga
berdiskusi digrup telegram atau berkomunikasi via telegram dosen, atau menanyakan dan
mendiskusikan materi yang belum dipahami pada saat perkuliahan tatapmuka. Selanjutnya
mahasiswa dapat mengulang kembali menjawab quiz online. Jangan putus asa, tetaplah semangat
dalam belajar. Barang siapa berusaha maka Allah swt akan memberikan kebaikan-kebaikan.
Usahakan saudara mencapai ketuntasan belajar pada bab tersebut sebelum masuk pada
materi bab selanjutnya.

3. Tugas pada part 7 adalah berikut ini:

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 125

SAMPLE LETTER 44

Your Ordered No. 890

Dear Sirs,

Your letter of 21st August has crossed ours of 20th August in which we informed you that the mistake
in our consignment had been noticed and that 5 dictionaries had been dispatched by air freight free of
charge.
We apologize once more for this most regrettable mistake and have taken measures to prevent a
recurrence of similar errors in future.

Yours faithfully,

From Matthews & Wilson to Grant & Clarkson

SAMPLE LETTER 45

October 02, 2013

Gentlemen:

Thank you for your delivery of 'Swinger' dresses, which we ordered on September 24. However,
we wish to draw your attention to two matters.

Of the red dresses supplied, one lot of 100 (size 12) included clothes of a lighter red than the other sizes.
Since we deliver a collection of various sizes to each store, it would be obvious to customers that the
clothes are dissimilar. In addition, the red belt supplied does not match these dresses. We are
returning two of these by separate mail, and would ask you to replace the whole lot by 100 dresses size 12
in the correct colour.

As far as your charges for air freight are concerned, we agreed to pay the extra costs which you
invoiced. However, your costs for packing and insurance must have been lower for air cargo, and we
request you to take this fact into consideration and to make an adjustment to the invoice amount. Would
you please send us a rectified invoice, reduced accordingly.
We look forward to your dealing with these questions without
delay.

Very truly yours,

EXERCISE
I.Answer these questions below
1. Why are the dresses unsatisfactory?
2. Why would this be obvious to customers?
3. What do Matthews & Wilson ask Grant & Clarkson to do
4. Why do freight charges seem to high?
5. What adjustment do Matthews & Wilson want made?

II. Choose the phrases used in letter of complaint. Give tick to each numbers and cross it
when you think the phrase is NOT LoC.

III. Read these letters below carefully. Choose the right complaint of each letters Quality (Q),
Time (T), Price (P), or Goods (G).

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 126

Letter 1
Dear Sirs,

When we handed our order for 15 night gowns to you in August we stated explicitly that we wanted
delivery not later than 15th October. You have confirmed our order and we are surprised that we have
not yet received the goods or any information from you when we can expect delivery.

This is the first time in many years that we have had reason to complain and we expect that we will
look into the matter without anymore delay.

Yours faithfully,

Letter 2
Dear Sirs,

We acknowledge the receipt of your letter of 16th October and extremely sorry that we have not been
able to deliver your order in time.

The delay was caused by the belated arrival of some of the raw material. We are glad, however, that the
gown will be ready for despatch for two days, and we hope that they will arrive in time.

Please accept our apologies for the delay and the inconvenience it has caused you; it was due to reasons
entirely beyond our control.

Yours faithfully

Letter 3
Dear Sirs,

We regret to inform you that one of the cases of your consignment arrived in a badly damaged condition.
It is IA/29 containing 50 doz. 'Camay' beauty soap. The lid was broken and the case with is contents
crushed. It looks as if some very heavy cargo had fallen on it. We have examined the boxes and find
that about 40 dozen are in an unsaleable condition.
We pointed out the damage when taking delivery and have endorsed our receipt '1 case severely
damaged'.

We assume that you are taking the matter up from your end as insurance had been effected by you.

Yours faithfully,

Letter 4
Dear Sirs,

We regret to see from your letter of 2nd October that one case of our shipment arrived in a badly
damaged condition. As the goods were packed with the greatest care we can only conclude, as you say,
that the case has been stored or handled carelessly. We have reported the matter to our insurance
company. Will you pleased hold the damaged goods at our disposal; we will give you credit when the
matter has been settled.

Meanwhile we have dispatched 50 dozen 'Camay' beauty soap to replace the damaged ones and we trust
that this will be in accordance with your wishes.
We shall write to you again as soon as we have heard from the insurance company.

Yours faithfully,

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 127

Letter 5
Our Order No. 2160/Exp. 4321

Dear Sirs,

We have today received 2 bales containing 8 pieces pure silk cloth and find to our surprise that the
bale 74 contains 3 pieces silk 334 instead of silk 343 as ordered.
This is error is most unfortunate because, as you know, the goods are required for an export order
which has to be shipped this week. Please wire or telephone us on receipt of this letter and let us know
whether you can despatch 3 pieces silk 343 without fail tomorrow by passenger train.

In order to save the expense of returning the three wrong pieces to you we would be prepared to keep
them 'on sale or return'. We think that we may be able to dispose of them and await your answer as to
whether you agree to our proposal.

Yours faithfully,

Letter 6
Order No. 2160/Exp. 4321

Dear Sirs,

With reference to the telephone conversation we had with today we want to repeat our sincere
apologies for the most unfortunate mistake that has occurred in the execution of your order. We are
completely at a loss to understand how this error happen as all goods are checked at every stage before
despatch. It is, we think the first time in all these years that you have had cause to complain, and we shall
take every care to avoid giving you any future cause of complain.

The 3 pieces silk 343 were despatched this morning by the 07.30 train to Jakarta and will definitely be in
your office around mid- day. We are pleased to think that this will enable you to get the shipment out in
time but were are very sorry indeed to have caused you so much trouble.

We much appreciate your willingness to retain the three pieces silk 334 'on sale or return'. You know that
as a rule we do not supply on this basis, but we shall make an exception in this case to compensate you to
some extent for the inconvenience you have been caused. We have accordingly instructed our invoice
department to charge the three pieces 'on sale or return' for 3 month and would ask you to let us have an
account for them by the end of July.

We hope that the matter is thus settled to our mutual satisfaction.

Yours faithfully,

Letter 7
Dear Sirs,
May we remind you that our March statement amounting to US $150 is overdue?
We should be grateful to receive your cheque at your earlier convenience.

Yours faithfully,

Dear Sirs,
We have rendered our August statement twice and regret that the amount of S $750 is still outstanding.
We should be grateful for an early settlement.

Yours faithfully,

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 128

Letter 8
Dear Sirs,
Your account shows an overdue balance of A $350 which was payable on 25th July. Please send us your
cheque by return of post.
Yours faithfully,

Letter 9
Dear Sirs,
We refer to our letter of 19th May in which we drew your attention to the overdue balance of our March
statement of US
$150. We must assume that this account has escaped your attention and we should be glad if you
would look into the matter without delay.
Yours faithfully,

IV. Find the phrase that always use in letter of complaint.

01. We are disappointed to find that the quality of the goods you supplied does not correspond
with that of the samples submitted.

02. With reference to your advertisement in...for...
03. To prove our statement we are enclosing one of these sample and a cutting of the

material received yesterday.
04. I am writing in reply to your advertisement...
05. We are prepared to retain these unsuitable goods, but only at substantially reduced price.
06. I am applying for the position of...as advertised in...
07. This delay is causing us great inconvenience, as we have promised our customers early

delivery.
08. I am wish to apply for the post of...
09. Please look into the non-delivery of the 20 typewriters which we ordered on April 13th.
10. I feel that my qualifications match your requirements...
11. This order was placed on condition that we received the machines by May 1st.
12. My qualifications are as follows...
13. We shall be compelled to cancel our order if the goods are not received by the end of next

week.
14. I feel I would be suitable for this post because...
15. Two cases in the consignment were found to be damaged on arrival. We have marked

the consignment note accordingly.
16. I wish to gain experience of...
17. Having already worked as...for (time) I wish to extend my experince/feel I could be useful

to you...

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 129

E. RUJUKAN

Bargiella, Fransesca and Chiaoinni. 2009. The Handbook of Business Discourse.
Edinburg:Edinburg University Press.

Basturkmen, helen. 2010. Developing Course in English for Specific Purposes. New York:
Palgrave MacMillan.

Bly, Robert W. 2004. Webster New World, Letters Writing Handbook. Indiana: Wiley
Publishing, Inc

Camiciottoli, Belinda Camfort, 2007. The Language Bisiness Study Lectures.
Amsterdam/Philadelphia: John Benyamin Publishing Company.

Chow Yim, Choong. Foundation Skill in Business, Handling The Telephone Proffesionally.
Dahlin, Mike. 2006. Giving A Conference Talk. Austin: University of Texas.
Dudley-Evans, Tony. 1998. Development in English for Specific Pusposes: A Multi

Disciplinary Approach. Cambridge: Cambridge University Press. (Forthcoming)
Harding, Keith; Henderson, Paul. High Season: English for the Hotel and Tourist Industry.

Oxford: Oxford University Press, 2004
Hutchinson, Tom & Waters, Alan. 1987. English For Specific Purposes: A learner Centered

Approach. Cambridge: Cambridge University Press.
Hutchinson, Tom & Waters, Alan. 1992. English For Specific Purposes: A learning Centered

Approach. Cambridge: Cambridge University Press.
Johns, Ann,M.& dudley-Evans, Tony. 1991. English For specific Purposes: International in

Scope, Specific in Purposes. Cambridge:TESOL Quarterly 25:2, 297- 314. 1991.
Mascull, Bill. 2002. Business Vocabulary in Use. Cambridge:Cambridge University

Press.
Robinson.Pauline C.Ed. Hywel Coleman. 2007. Working with Language: A Multidisciplinary

Consideration of Language Use in work Contexts. New York: Mounton de Gruyter.
Wardhono, Agus, Business English, Universitas PGRI Ronggolawe Tuban.2000
Wardhono, Agus dan Rosy, Adria. Handbook of English for Specific Purpose. Universitas

PGRI.Tuban.2014

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 130

PART
8

MISCELLANEOUS AND SOCIAL
LETTER

A. PENDAHULUAN

Kemampuan Akhir yang diharapkan:
Mahasiswa dapat memahami dan membuat miscellaneous dan social letter
Indikator keberhasilan:
Setelah mengikuti part 8 ini, Mahasiswa diharapkan dapat:
(1) menjelaskan type-type miscellaneous and social letter,
(2) mengemukakan gagasan/ide-ide pada berbagai jenis miscellaneous and social letter,
(3) membuat bermacam-macam miscellaneous and social letter.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 131

Materi yang dipelajari pada Part 8: ini mengkaji beberapa hal yang berkaitan dengan
konsep dasar miscellaneous and social letter

Petunjuk Belajar

1. Berdoalah sesuai dengan keyakinan masing-masing sebelum belajar.
2. Baca dan dengarkan audiobook part 8, dan Powerpointnya.
3. Brownsing sumber lain yang relevan dengan topik materi miscellaneous and social letter. untuk

memperkaya materi.
4. Komunikasikan dengan dosen kesulitan yang dihadapi dan diskusikan dengan teman/antar

mahasiswa.
5. Berdasarkan hasil belajar online, brownsing dan diskusi, buatlah rangkuman tentang

miscellaneous and social letter
6. Bandingkan rangkuman yang saudara buat dengan audiosummary, lengkapilah kekurangannya.
7. Lakukan latihan/praktek menulis miscellaneous and social letter bersama temanmu dan

Kumpulkan via telegram dosen untuk diperiksa dan diplih secara acak untuk didiskusikan dan
pada kuliah tatapmuka.
8. Untuk menguji pemahaman materi, Kerjakan tes formatif/quis evaluasi part 8 secara online.
Jika hasil tes saudara < 70, maka kembali ke langkah awal selanjutnya ulangi mengerjakan
tes. Batas max pengulangan sebanyak 3 x. Bagi yang belum mencapai ketuntasan akan
diberikan bimbingan oleh dosen. Jika hasil tes > 70, saudara dapat beralih pada part
berikutnya.
9. Seyogyanya Mahasiswa tekun dan cermat dalam belajar, Kedisiplinan Mahasiswa dalam
mengikuti tatap muka perkuliahan setiap pertemuan, mempraktekan cara presentasi,
mengerjakan tugas-tugas yang terintegrasi secara online akan sangat membantu keberhasilan
Mahasiswa. Jangan lupa berdoa sebelum mengakhir belajar sebagai tanda rasa syukur pada
Tuhan Yang Maha Esa dan ilmu yang dipelajari dapat bermanfaat
Part 8 Waktu = 1 x 100 menit

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 132

B. URAIAN MATERI DAN CONTOH

Miscellaneous and Social Letter Note
Every professional knows that some occasions that call for a letter
Miscellaneous and
have little to do with specific business matters like closing a big sale or social letter
acquiring a small company. Often, the professional must write letters for a
variety of social and personal occasions. At such times, the rules of 1. Invitation
effective letter writing apply as much as they do in more business-related 2. Rsponse to
letters.
invitation
The sample letters in this chapter consist of the types professionals 3. Thank you letter
may often find themselves needing to write. The letters here were written 4. Public service and
by professionals for a diverse range of social and personal occasions.No
fund raising letter
The letters can serve as ideal models on which to base your own social 5. Congratulation on
and personal letters.
new position letter
1. Invitation 6. Congratulation
Sample Letters 1 through 6 are examples of invitations. Sample
someone on a
Letter 1 was written to invite the letter reader to dinner. The letter writer bussines opening
clearly explains who is making the invitation and spells out the details in 7. Announcing
the letter. She closes by asking the letter reader to call her office to retirement letter
confirm her attendance. 8. Condolence letter

SAMPLE LETTER 1. Letter making invitation for dinner (officiall style format).

[date]

Dear Lois:
Mark Nilton, the president of Andoris Products, Inc., joins with me in inviting you and Jacob to

cocktails and dinner at 6 P.M. on Wednesday, June 30, 20X6, at the House of Fine Foods Inn, 23 Berkely
Street, Boston, Massachusetts.

While the evening will be principally social, I do expect
that Mark will have some informal remarks to make after dinner on a topic of interest to the gathering.
We anticipate about 30 good friends of the company joining us for the evening.

I hope you will be able to attend. Please call my office to indicate if you plan to join us. I look
forward to seeing you that evening.

Yours truly,

Lisa T. Gray
Editor

Ms. Lois T. Kemper
Kemper Lifestyles, Inc.
232 Scituate Road
Brookline, New Hampshire 21234
LTG:WLG

Sample Letter 2 was written to invite the letter reader to an open house. The letter
writer makes a brief invitation by clearly spelling out the date and the event. She closes with a
personal note to the letter reader.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 133

SAMPLE LETTER 2. Letter inviting someone to an open house (semiblock format).

[date]

Max G. Growne
5A Stomping Hill Lane
Tretorne, Nebraska 45432

Dear Max:

Oz and I are having an open house to celebrate our move to Westwood. The date is June 6
starting at 6 P.M. We‘re hoping that it will be warm enough for people to use the swimming pool. Do
bring your suit.

I‘ve heard things have been crazy in your work at the archives. I hope things quiet down soon.
Best regards,

Tenia Lapadoor

Sample Letter 3 was written to invite the letter reader to a special event. The writer
describes the seminar, then asks that the reader call to confirm whether or not he can attend.

Sample Letter 4 was written to invite a speaker to speak at an event. The letter writer
invites the speaker, gives the dates, and asks that the speaker respond by a specific date.

SAMPLE LETTER 3. Letter inviting someone to special event (fullblockformat).

[date]

Mr. Jeffrey R. Kemper, Editor
Weekly Business Chronicle
8 Lorraine Terrace
Santiago, Pennsylvania 07654

Dear Jeff:

I thought you might be interested in a tax seminar we are putting on next Thursday, October
30. It will be the first seminar available after the new tax bill gets passed. I‘ve enclosed a brochure on
the topics that will be covered at the seminar.

Let me know if you or one of your reporters would like to attend. I look forward to hearing from
you.
Sincerely,

R. Kyle Yennik

SAMPLE LETTER 4. Letter inviting speaker
(semiblock format).

[date]

Mr. Terrence Derand
Derand Management Systems, Inc.
65 Follansbee Road
Wellsburg, Ohio 98764

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 134

Dear Mr. Derand:

During the May meeting of our products division, we voted unanimously to invite you to be our
speaker at next year‘s annual meeting in Brasilia. We would enjoy hearing about your new research on
distribution improvements in Lithuania.
The dates set for the meeting are July 2-5, 20X3. Travel arrangements are being handled by the

company agency.
Because we are trying to finalize our arrangements in time for our regional meeting, I hope you will be
able to respond to this invitation by August 1.

Sincerely,

Roxanna Hughes
Program Coordinator

rh/lh

Sample Letter 5. is a general invitation to attend a speaker‘s book reading. Since the
audience is broad, the letter is impersonal but detailed. The writer gets to the point
immediately, explaining who the speaker is and stating the date of her appearance. The
entire letter remains focused on the speaker and her qualifications, while giving enough
detail to make the lecture appear interesting. The writer closes with directions to the
bookstore and the hopes that the reader will attend the event.

SAMPLE LETTER 5. General invitation to a speaker
(full-blockformat).

[date]

Dear Friend:

Williette Bacard, author of My Way or the Highway: Drawing the Line in Abusive Relationships, is coming to
Bluestocking Bookstore for a reading of hermost recent publication, Meet You at the Corner, and I
don‘t want you to missthis rare opportunity to hear such a celebrated author and activist as she comesto
our neighborhood on Thursday, December 8, at 8:00 P.M.

Ms. Bacard‘s books have been touted as inspirational and life- changing, and they have given sisters
everywhere the wherewithal to stand up for themselvesand, in some cases, save their own lives. She
herself is a survivor of an abusive relationship, and she has written extensively about the terrors of
physical and emotional violence. I know that you will benefit from hearing her read. There is also a
question and answer session afterward. The reading and Q & A program will last approximately one and
one-half hours, and refreshments will be served at a reception in Ms. Bacard‘s honor at 9:30 P.M. I hope
you will be able to attend.

Bluestocking Bookstore is located at 333 Janus Street, next to the Emperor‘s New Clothes Apparel
Shop. We expect that the event will be well attended, so please arrive early, since seating is limited. There
is a parking garage onWalden Avenue, a short walk from the bookstore. I hope to see you December 8.

Sincerely,

Circe Jones
Owner

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 135

Sample Letter 6. was written to formally notify the reader of a company‘s quarterly
meeting. It is a direct, succinct letter that relates the facts of the meeting in a no- nonsense
format. The writer concludes by requesting that the reader indicate her intention to attend the
meeting.

SAMPLE LETTER 6. Invitation to quarterly business meeting (fullblockformat).

[date]

Ms. Neve Blanc
561 Sasparilla Drive
Juniper, Alaska 99876

Dear Ms. Blanc:

The quarterly meeting of Structural Innovations, Inc. will be held on October 1, 200X, in the
Wycliffe Room at the Windham Estates Meeting Complex in Bradford, Washington. The meeting will
begin promptly at 8:00 A.M. and will end by
6:00 P.M. Breakfast and lunch will be served.

Our keynote speaker, Jacques de Boeuf, will discuss the topic ‗‗Modernizing Antique Fac¸ades.‘‘ As
you are well aware, the modernization of existing structures is a key aspect of our business plan
for the 200X–200X fiscal year. I have included a meeting program to familiarize you with important issues
facing Structural Innovations. I hope you will be able to attend the meeting and Mr. De Boeuf‘s
presentation.
Please notify me whether you will attend by returning the enclosed card no later than September
10.

Sincerely,

Anna Oppenheimer
Head of Public Relations

AO/gcc

1 encs.

2. Response to Invitation
Sample Letters 7 through 15 are examples of responses to invitations. Sample

Letter 7 was written to accept an informal invitation from the letter reader. The letter writer
accepts, confirms the date, and closes.

SAMPLE LETTER 7. Letter accepting informal invitation (semi block format).

[date]

Dr. Marston P. Farqhuad
65 Runabout Road
New London, Georgia 43456

Dear Marston:
Wilma and I are delighted to accept your invitation to accompany you and Sylvia to an Atlanta

Braves game and to come to your benefit buffet dinner afterward.

It‘s been a long time since we‘ve seen you. The twins must be so grown up by now.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 136

We‘ll see you on June 16.

Best regards,

Claude Sylvia

Sample Letter 8 was written to express regrets that the letter writer could not accept an
invitation. The letter writer makes it clear that he cannot accept by explaining he will be out of
town, and closes by saying he will get in touch with the letter reader when he returns.

Sample Letter 9 was written to accept an invitation to speak at workshops. The letter
writer encloses the material and information the letter reader had requested, and closes by asking
that the letter reader inform him if there is any other information she needs.

SAMPLE LETTER 8. Letter expressing regrets about turning down invitation
(semiblock format).

[date]
Ms. Sue Ellen Nojjen
6789 Puscadora Drive
Trogladite, Utah 56543

Dear Sue Ellen:

I am so sorry to tell you that Sierra and I will be out of town during the dates of your weekend getaway
bash. How we wish we could come.

I‘ll phone when we get back and press you for a full report on the weekend‘s parties, which will no
doubt be the hit of the season.

Sincerely,

Georgio Costovez

SAMPLE LETTER 9. Letter accepting invitation to speak (semiblockformat).

[date]

Mrs. Katherine R. Kicker
Wonderful Writers of the South Club
432 South Beauty Drive
Eufala, Alabama 34321

Dear Kate:

Thanks very much for your letter of May 28. I would be delighted to take part in the workshops
you asked me to speak at at your convention. As you requested, I‘m enclosing two photographs.

As for the biographical sketch: I am the president of the Lawrence R. Lamatin Agency, which
represents authors of general adult and young-adult fiction and nonfiction. Previously, I was an agent
with Global Agents of America. Before becoming an agent, I was a senior book editor with Andoris
Publishing Company, Fun Books, and Wonderful Reader, Inc. I‘m the author of a nonfiction book, How
to Read Your Way to Fortune, as well as a number of articles on writing and publishing for various
magazines. I live in Wisconsin with my wife, Coral Phlange, an actress, and our daughter, Penelope.

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 137

I have enclosed a brief summary of my workshop speeches.
Please let me know if there‘s anything else I can provide. I very much look forward to

meeting you and to attending the conference.
Sincerely,

Lawrence R. Lamatin

lrl/gmf
enc.

Sample Letter 10 was written to decline an invitation to speak. The letter writer keeps it
brief and simple. He informs the reader that he will be unable to attend the conference. He
expresses his appreciation at having been asked and wishes the letter reader luck with the
conference.

SAMPLE LETTER 10. Letter declining invitation to speak (semiblock format).

[date]

Ms. Deborah C. Acesa, Director
AGIE Conferences
54 Westwood Terrace
North Blixi, Michigan 03234

Dear Ms. Acesa:

Many thanks for your letter of September 20 and your kind invitation to participate in your
conference in February. Unfortunately, I will be unable to attend.

I do appreciate your having thought of me. I hope the conference is a great success.
Sincerely,

O. C. Dillock

ocd/jls

Sample Letter 11 declines an invitation to contribute an article to a
publication. The letter writer states that he will be unable to contribute, expresses his
appreciation, and closes.

Sample Letter 25 was written to decline an invitation to serve on an editorial
board. The letter writer expresses his appreciation for the invitation but declines the offer
because of a conflict.

SAMPLE LETTER 11. Letter declining invitation to contribute article(full-block
format)

[date]

Mr. Martin L. Armont
The Reader’s Journal
327 Merrimac Trail
Boonton, New Jersey 07005

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 138

Dear Mr. Armont:
You flatter me by asking my participation as an author in your forthcoming journal. I regret, however,
that I will be unable to accept.

I wish you well with the venture.

Yours very truly,

A. T. Redmont
Senior Vice President—Marketing

ATR:nwp

SAMPLE LETTER 12. Letter declining invitation to serve on editorialboard
because of conflict (block format).

[date]

Mr. Martin L. Armont
The Reader’s Journal
327 Merrimac Trail
Boonton, New Jersey 07005

Dear Mr. Armont:

Pardon the delay in responding to your letter of September 21, but I have been in the process of
negotiating the sale of our Financial Services Marketing Reviewto Hungadunga Publications of Beloit,
England. A copy of the most recent issue is enclosed.

I appreciate your invitation to serve as a member of the editorial advisory board for your forthcoming
journal, but I believe it

would be in conflict with our role with the Financial Services Marketing Review.
Best regards,

Alan C. Idomeck
Executive Director

aci/jls
encl.

Sample Letter 13 was written to accept an invitation to contribute an article
to a publication. The letter writer clearly states that the invitation has been accepted, gives the
letter reader a number where he can be reached, and closes by thanking the letter reader for his
interest.

SAMPLE LETTER 13. Letter accepting invitation to contribute article (semiblock
format).

[date]

Mr. Martin L. Armont
The Reader’s Journal

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 139

327 Merrimac Trail
Boonton, New Jersey 07005

Dear Mr. Armont:

Mr. Revonock has asked me to respond to your letter of September 28 asking him to submit
an article on the benefits of deregulation to bank customers. The article would be used in your quarterly
Journal of FinancialServices Marketing.

Mr. Revonock would be pleased to submit such an article. Please call me directly about your
deadlines and any other information he will need to prepare the article. I can be reached at 434-706-

6050.

Thank you for your interest in the views of the Deregulation Regulatory Agency‘s Office. I look
forward to hearing from you.

Sincerely,

Aaron S. Sorce
Communications Director

ASS:jls
cc: TR

Sample Letter 14 describes a similar situation to Sample Letter 129, but this writer
accepts the invitation to address a group at a convention, rather than declining it. After
expressing his thanks for the invitation, the writer requests further information on the program
and then compliments the reader on her commitment to his particular field of work. He closes
by reiterating his expectation of logistical particulars pertaining to the convention.

SAMPLE LETTER 14. Letter accepting an invitation
(full-blockformat)

[date]

Dr. Raphaela Donatrice
60 Bourbon Street
New Orleans, Louisiana 66409

Dear Dr. Donatrice:

Thank you so much for your kind invitation to address the first- year medical students at The Bayou
College of Medicine, February 3–5. I would be delightedto attend and am prepared to speak at the
seminar entitled, ‗‗Andrology: A Brave New World.‘‘ I understand that I should arrive at your campus
by

1:30 P.M. on February 3. Will you send me information on lodging opportunities in the area?

I am sure that the young men and women in your medical program appreciate your efforts to have
practicing doctors speak to them about the practice of medicine, just as I appreciate your choice of
me as speaker for this seminar. The field of andrology is an important one and deserves publicity, and
I am glad that you have included it at length in your program.

Again, thank you for your invitation. I look forward to hearing from you with the specifics of the
weekend.

Sincerely,

Napthali Benjamin, M.D

ESP Berbasis ICT Dilengkapi CD | Dumiyati, Dkk. _ 140