CBSE Class 12 English Letter Writing Business Letters

The most common form of written communication is the letter. Letter writing is an indispensable activity of human society. We write letters to Mends and relatives to maintain contacts with them. However, in the present times with the boom in methods of communication, many of us don’t have the time or the inclination, or the temperament and the art to write letters. So telephone, fax and e-mail have replaced personal (informal) letters.

However, formal letters are still in vogue. Commerce, trade, official correspondence, public representation, complaints and other dealings, transactions and communication with the people are still conducted through letters. Students are therefore advised to cultivate the art and skill of letter writing. It must be remembered that different kinds of letters follow different conventions. So, the format should suit the type.

The syllabus includes writing letters based on a verbal input. This verbal input may contain broad hints, an outline or a suggested beginning. So, read it carefully. This will enable you to judge the scope of your answer. The syllabus includes business or Official letters, letters to editors and application for a job.
These may be classified as under:

I. BUSINESS LETTERS

• Making enquiries/asking for information
• Replying to enquiries/giving information
• Placing orders and sending replies
• Cancelling orders
• Letters making complaints

II. OFFICIAL LETTERS

• Registering complaints
• Making enquiries
• Making requests/appeals

III. LETTERS TO THE EDITOR

• Giving suggestions on an issue (usually of public interest)
• Expressing views on an issue already raised in an article/write-up/in a published letter.

IV. LETTERS OF APPLICATION

• Job Application Format is the first step in the job application process.

V. MISCELLANEOUS

I. BUSINESS LETTERS

A business letter is different from a personal letter in form, tone and content. In personal letters we may follow an informal, Mendly or personal tone, content or style. But business letters demand a formal and matter of fact treatment. These letters are generally written to or by commercial and business firms and enterprises, so they must be simple and systematic, brief and specific in content and formal in treatment of the subject.
Commercial correspondence occupies an important role in the modem world of commerce, trade and industry. So students are advised to master the art and craft of writing good business letters.

WRITING GOOD BUSINESS LETTERS

1. Be brief, clear and to the point.
2. Use separate paragraphs for separate topics.
3. The first para should indicate the theme of the letter.
4. Make a factual statement of facts.
5. Use simple and direct language. Avoid the use of long and high sounding words and ambiguous construction.
6. Even while lodging a complaint or making criticism, you should be polite and charming.
7. Avoid common-place and clumsy expressions.
8. Use a proper layout/format for these formal letters. The block format is more in vogue in formal letters whereas the indented format may be used in informal letters.
9. Use of punctuation marks is dispensed with in the block format.
10. Remember the following points about block format:    .
    1. There is no indentation.
    2. Each block begins with the margin on left hand side.
    3. Extra space should be left between different sections and paragraphs.
    4. Omit punctuation marks in address and date. A comma (,) may be put after the salutation.

Golden Rule. Always use:

(a) Suitable format.
(b) Well-organised content.
(c) Appropriate language.

COMMON FEATURES OF FORMAL LETTERS

The block-wise format of different kinds of letters are given below:

(a) BUSINESS LETTERS

Tel. No …………………………………………………………………………..
Our Ref…………………………………………………………………………..
Your Ref. (if needed)………………………………………………………..
Sender’s Address …………………………………………………………….
………………………………………………………………………………………
………………………………………………………………………………………
Pin …………………………………………………………………………………
Date ……………………………………………………………………………….

Inside Address…………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
Pin………………………………………………………………………………….
Sir/Madam

Subject
………………………………………………………………………………………………………………………………………………………………………………………
Introductory para
……………………………………………………………………………………………………………………………………………………………………………………….
……………………………………………………………………………………………………………………………………………………………………………………….
Main body of the letter
……………………………………………………………………………………………………………………………………………………………………………………….
……………………………………………………………………………………………………………………………………………………………………………………….
……………………………………………………………………………………………………………………………………………………………………………………….
……………………………………………………………………………………………………………………………………………………………………………………….
Concluding para
……………………………………………………………………………………………………………………………………………………………………………………….
……………………………………………………………………………………………………………………………………………………………………………………….
Yours faithfully
…………………………………………………………………………………….
Signature
Full Name …………………………………………………………………….
Designation ………………………………………………………………….
end. (if needed) …………………………………………………………….
c.c. (if needed) ………………………………………………………………

(b) OFFICIAL LETTERS AND LETTERS TO THE EDITOR

Sender’s Address …………………………………………………………….
………………………………………………………………………………………
………………………………………………………………………………………
Pin …………………………………………………………………………………
Date ……………………………………………………………………………….

Inside Address…………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
Pin………………………………………………………………………………….
Sir/Madam

Subject
………………………………………………………………………………………………………………………………………………………………………………………
Introductory para
……………………………………………………………………………………………………………………………………………………………………………………….
……………………………………………………………………………………………………………………………………………………………………………………….
Main body of the letter
……………………………………………………………………………………………………………………………………………………………………………………….
……………………………………………………………………………………………………………………………………………………………………………………….
……………………………………………………………………………………………………………………………………………………………………………………….
……………………………………………………………………………………………………………………………………………………………………………………….
Concluding para
……………………………………………………………………………………………………………………………………………………………………………………….
……………………………………………………………………………………………………………………………………………………………………………………….
Yours faithfully
…………………………………………………………………………………….
Signature
(Full Name in capitals)
Designation (if needed)

(c) LETTERS OF APPLICATION FOR JOB

The application for a job may be written with or without a bio-data. In case it is written without a bio-data, the main body of the letter should contain the following information :

1. Personal information, e.g. age, health, sex etc.
2. Educational/professional qualifications
3. Experience/suitability for the job.

The format is the same as that of an official letter.

WHAT IS A BIO-DATA?
The application for a job is sometimes accompanied by a bio-data of the applicant. The bio¬data is also called resume or curriculum-vitae (C.V.). It contains full information about the candidate pertaining to the job requirement.
The letter with bio-data will have the bio-data as an enclosure. The relevant information will be included under the heading ‘Bio-data’. The covering letter will be a formal official letter having the same kind of format, language and style. The following features must be mentioned in the bio-data:

BIO-DATA

1. Name in full ……………………………………………………………………………
2. Father’s Name ………………………………………………………………………..
3. Date of Birth …………………………………………………………………………..
4. Age ………………………………………………………………………………………..
5. Permanent Address
   ………………………………………………………………………………………………………………………………………………………………………………
   Telephone Number (if any) ……………………………………………………………………………………………………………………………………..
6. Educational Qualifications
   1. Secondary : School attended, course, examinations passed, grades obtained.
   2. Tertiary : College, university, exam., division.
   3. Technical/Professional : Degree or diploma obtained: institution/university
   4. Any other
7. Experience (Name of institution, position held, nature of duties, duration)
   1. …………………………………………………………………………………………………………………………………………………………………..
   2. …………………………………………………………………………………………………………………………………………………………………..
   3. …………………………………………………………………………………………………………………………………………………………………..
8. Present Employment
   1. Organisation …………………………………………………………………………..
   2. Position ………………………………………………………………………………….
   3. Salary drawn …………………………………………………………………………..
9. References (Name, designation, official address)
   1. …………………………………………………………………………………………………………………………………………………………………..
   2. …………………………………………………………………………………………………………………………………………………………………..
10. Testimonials from (Name, designation, official address)
    1. …………………………………………………………………………………………………………………………………………………………………..
    2. …………………………………………………………………………………………………………………………………………………………………..
    3. …………………………………………………………………………………………………………………………………………………………………..

Marks for letter writing are awarded on the following lines:

Format : 2 Marks
Content : 4 Marks
Expression : 4 Marks

Format/Layout:
Upto 2 marks may be deducted for not using proper layout. Layout should include date, receiver’s designation and address, salutation, subject, complimentary close and designation of writer.
However, no marks are awarded for format alone if there is no content or if the content is wrong.

CONTENT
It includes your creativity in presenting ideas which are relevant to the topic of the letter. The content of the letter must be well-organised to ensure clarity and effective communication. The content is divided into three main parts:

1. Introductory part
2. Main part
3. Concluding remarks
   • The introductory paragraph introduces the theme.
   • The main part deals with the problem/issue. It is the real content of the letter.
   • The closing part of the body gives conclusions or offers suggestions.
     Some Tips:
     —Be brief and to the point
     —Mention specific issues only
     —Tone: polite but formal
   • In letters to editors state the problem clearly. Try to present both sides of the picture. In case of a discursive topic or one requiring argumentative presentation, give the pros and cons of the situation. Always offer useful suggestions to overcome the problem.

EXPRESSION

(a) Fluency is your ability to present your ideas in a coherent and organised way. Before answering in the ‘fair’, you must prepare a rough draft and jot down your ideas. You may follow the process detailed below:

• Think about the letter/topic.
• Collect all the ideas and put them down roughly.
• Organise the ideas by putting common ideas together.
• Arrange them sequentially.
• End on a positive note.

(b) Accuracy involves grammatical correctness as well as structuring of sentences. Your effort should not be to use complex, long and unwieldy sentences, but to present your content in simple, straightforward language.

Note the following points about the use of language:
(a) Business/Official Letters :

1. simple and direct
2. formal tone
3. straightforward manner

(b) Letters to Editors :

1. greater flexibility
2. suitable to subject/content
3. formal, direct and pointed

Note. I have the honour to state ……………………..
is obsolete and is no longer used.
It is! easier and simple to say—
I wish to say……………….. /I want to say……………………….

Study the general layout of the formal letters carefully. We are talking of the block format which has no indentation or punctuation. Each paragraph/point begins on the left hand side margin. There is gap after each block.

1. Sender’s Address. Top left-hand comer. Omit punctuation marks.
2. The Date. Just below the Sender’s address. These days marks of punctuation are not used. You may write
   1. 17 March 20XX
   2. March 17, 20XX
   3. 17th March 20XX.
3. Inside Address. The Name and Designation of the addressee is written on the left hand side, two lines below the line of date.
4. The Salutation. On the left hand side below the ‘Inside Address’. The usual form of salutation is ‘Sir’ or ‘Dear Sir’ for individuals, ‘Sirs’ or ‘Dear Sirs’ for firms or companies. In America, they write ‘gentlemen’ instead of ‘Dear Sirs’. Use ‘Madam’ while addressing a lady.
   In case the addressee is personally known to the writer, names are also used as:
   Dear Mr Gupta
   Dear Miss Sapna
   Dear Mrs. Sood
5. Subject. The subject heading is written just below the salutation and above the ‘Body of the Letter’. It helps in quick disposal of the letter.
6. The Body/Content of the Letter. This is the most important part of the letter. Mention specific business only. Fluency and accuracy in presentation of well-organised relevant ideas is essential.
7. The Complimentary Close. Written on the left hand side a couple of lines below the last fine of the body of the letter. The usual complimentary endings are:
   1. yours faithfully
   2. yours truly
      However, if the name of a person is used in the salutation, the complimentary close can be ‘yours sincerely’.
8. Signature. A formal letter requires your full signature with the name and designation coming just below it. The ‘signature’ is put just below the complimentary close.

SOLVED QUESTIONS
(a) LETTERS OF ENQUIRY/ASKING FOR INFORMATION

Question 1:

SPORTS FIRM —ASKING FOR CATALOGUE

You are Sahil Tuteja, the Sports Secretary of your school. Write a letter to Globe Enterprises, New Delhi, a leading firm dealing in sports goods, requesting them to supply their trade catalogue. You may mention the items you intend to buy and ask for a discount on the catalogue prices.
Answer:
ABN School
Mathura
10 March, 20XX
Messrs Globe Enterprises
F-4, Greater Kailash-II
New Delhi
Dear Sirs
Sub: Trade Catalogue for Sports Goods
We have to buy sports material in bulk for various games and sports for our school for the new academic session beginning w.e.f. 1st April.
We are interested in cricket bats and balls, hockey sticks, balls, goalkeeper’s full kit, footballs, volleyballs, basket balls, table tennis balls and bats etc. We also need items for uniform namely, sports T-shirts, shorts and vests of different sizes.
Your firm has been mentioned to us as one of the best dealers in sports goods.
I shall be glad if you send me your catalogue together with quotations for large quantities. Please do mention the time required to effect delivery and the terms of payment.
I hope you will facilitate business by quoting the lowest possible rates. I am confident that you will patronise us by giving some discount also. Please mention the rate of discount on the catalogue prices.
Yours faithfully
Sahil Tuteja
Sports Secretary

Question 2:

RATES OF STATIONERY ITEMS

You are Anand Kumar Bhonsle, Purchase Manager of Apple Telesystems, 9th Street, Mahim, Mumbai. Write to Ganapati Stationery Mart, Churchgate, Mumbai asking for rates and terms of supply of stationery items such as pencils, papers, ribbons, carbon papers etc.
Answer:
Purchase Manager
Apple Telesystems
9th Street, Mahim
Mumbai
The Sales Manager
Ganapati Stationery Mart
Churchgate
Mumbai
12 March, 20XX
Sir
Sub: Supply of Stationery
We are a software company and we need the following items in bulk for office use. I request you to kindly quote your rates and terms of supply for the following items :

As we are ordering in bulk, we would expect discount on the bulk purchase. We expect a reply at the earliest possible along with the acceptable terms and conditions please.

Yours faithfully,
A.K. Bhonsle
(Purchase Manager)

Question 3:

CATALOGUE OF BOOKS

You are Ashwini Meena of C-23, Chitra Park, Jaipur. Write a letter to M/s Full Marks Pvt. Ltd., Daryaganj, New Delhi asking for a catalogue of books, terms and conditions of supply and mode of payment, etc.
Answer:
C-23 Chitra Park
Jaipur
25 May, 20XX
M/s Full Marks Pvt Ltd
Daryaganj
New Delhi
Sir
Sub: Request for Catalogue
I am interested in purchasing a few of your publications on English Assignments by V.P.P. I shall be very grateful if you could send me the latest catalogue on these books.
Please specify if any audio/video cassettes are also available along with the books. I am enclosing a self-addressed envelope for prompt despatch.
I am also interested in knowing your terms and conditions regarding the payment, time and mode of delivery, etc.
Hoping you would look into my request on priority.
Yours faithfully
Ashwini Meena

Question 4:

TERMS FOR CONDUCTED TOURS

You are Vivek/Varsha Malhotra, Head Boy /Girl of Zenith Public School, Ashok Vihar, New Delhi. You have to organise short tours to Agra, Jaipur and Chandigarh. Write a letter to Globe Tours and Travels, 235, Nehru Place, New Delhi, enquiring about their terms for conducted tours by deluxe buses. Also ask about the fare, boarding and lodging charges and arrangements, total time of the trip and mode of payment.
Answer:
Zenith Public School
Ashok Vihar
New Delhi
16 July, 20XX
M/s Globe Tours and Travels
235 Nehru Place
New Delhi
Sir
Sub: Enquiry about conducted tours
We organise short educational tours to places of social and historical interest during the autumn/winter break. The likely places of visit this year are Agra, Jaipur and Chandigarh.
Please let me know your terms for conducted tours by deluxe buses to places mentioned above. The rates should include lodging/boarding charges, fare per km per bus.
I would like to know the kind of boarding and lodging facilities provided by you, the duration of journey and halting charges, if any.
Please let me know if group discount and student discount are admissible if we charter a bus.
Expecting an early response.
Yours faithfully
Vivek Malhotra
Head Boy

Question 5:

RESERVATION OF RAILWAY BOGIE

You are Varsha/Varun, the Secretary of the Students’ Forum of Navodaya School, Bikaner. You have planned an excursion to Bhubaneshwar and nearby places during summer vacation. Write a letter to the General Manager, Northern Railways asking for reservation of a bogie for 60 children from Bikaner to Bhubaneshwar and back, supplying all the necessary information.
Answer:

NAVODAYA SCHOOL BIKANER
Students’ Forum

No 523/NSB/05
12 March 20XX
The General Manager
Northern Railway
Bikaner Division
Bikaner
Sir,
Sub: Reservation of a bogie for 60 students
A group of 60 students of senior classes of this school have planned to visit Bhubaneshwar and nearby worth-seeing spots during the ensuing summer vacation. They will be accompanied by three teachers and two attendants. The touring party intends to leave Bikaner on 15 May, 20XX by Bikaner Mail in a specially reserved bogie to be linked to Konark Express at Delhi. They are likely to commence their return journey on 10 June by the same train. Please confirm whether a bogie can be reserved for them dining the above dates. An early confirmation at your end will help the school authorities finalise the other necessary arrangements.
You are also requested to supply the details of estimated expenditure with students’ concession so that the money may be deposited well in time. List of tour party on prescribed proforma is enclosed.
Hoping for an early reply.
Yours faithfully
Varsha
Secretary
Students’ Forum

Question 6:

EXPENSES FOR WEDDING RECEPTION

Write a letter to the Manager, Oberoi International, Lucknow, to find out the rates for conducting the wedding reception of your sister on their lawns, enquiring specifically about the catering cost per head, service and decoration charges and advance to be paid. You are Nandu/Nandini of Agra.
Answer:
23 Fort Road
Agra
15 November, 20XX
The Manager
Oberoi International
Lucknow
Dear Sir
Sub: Enquiry regarding expenses for wedding reception
Kindly let me know whether your lawns would be available on the evening of 7th December to hold the wedding reception of my sister. In case space is available, please enlighten me regarding the following:

1. catering cost per head (Menu no. 3)
2. service charges
3. decoration charges
4. advance amount to be paid.

Please send me point-wise specific reply at the address given above.
Looking forward to an early reply.
Yours sincerely
Nandani

(b) REPLIES TO ENQUIRIES

Question 7:
Your cousin Priyanka is just completing X standard and has sought your advise to opt for science or commerce group. Write a letter giving guidance to select the group in XI
standard.
Answer:
251, Navy Nagar
Colaba, Mumbai
17 March, 20XX
Dear Priyanka
Received your affectionate letter and was glad to note that you are going to complete X standard. I felt elated when you sought my advise whether to opt for science or commerce group in XI standard.
In my opinion, you should not join the rat race of choosing the science stream. I know that you are a practical person, who is intelligent as well as diligent. I would therefore suggest that you should opt for commerce group. There are some other reasons behind this choice.

1. Your father is a successful businessman. As a student of commerce you may learn business/management in practice. Secondly, he may set up a small unit for you and invest in it. You can manage and expand it with your knowledge of commerce and English.
2. In case you want to seek employment, your commerce degree may help you get a good job in some multinational firm.
3. You may appear in a competitive examination for bank recruitment etc.

I do hope you will consider all these points before arriving at any decision.
With love.
Yours sincerely
Piyush

Question 8:
A new advertising firm needs an office in the central market. Write a letter offering part of your office on rent. You are the Office Manager, Planwel Company, Tarapore Towers, M.G. Road, Bangalore.
Answer:

PLANWELL COMPANY
Tarapore Towers, MG Road, Bangalore

Ref. No. 20/PC/35
April 19, 20XX
The Manager
Apex Information Centre
3, Anna Nagar, Nangambakkam
Chennai
Sir
Sub: Offer of a premises on rent
Refer to your advertisement in The Hindu dated 18 April regarding availability of a suitable accommodation in the central market for your office. In this connection we desire to inform you that we have a suitable office located in the vicinity of the central market. The accommodation (with roads on two sides) comprises a big hall 25′ x 40′ with two adjoining rooms 12′ x 15′ each and an inter-connected pantry and toilet. This is an ideal location for all kinds of business establishments. There are three nationalised banks on the opposite road. The terms and conditions for rent are as under:

1. A refundable security of rupees two lakhs.
2. Rent of ₹ 10,000 pm payable in advance.
3. Electricity and water charges extra.
4. Sanitation at your disposal.
5. Rental lease will lapse after eleven months.

In case the above-mentioned terms are acceptable, please contact the undersigned within a week.
Yours faithfully
Vishnu Wasan
Office Manager

Question 9:
As the Regional Manager of a leading XYZ Textile Company, Mumbai, write a letter to the American Textile Company, Madurai offering two of your products for bulk sale.
Answer:

XYZ TEXTILE COMPANY
24 Pyarelal Road, Mumbai

Ref. STC/20/78
12 August, 20XX
The Senior Purchase Manager
The American Textile Company
Madurai
Gentlemen,
Sub: Offer of Products for Bulk Sale
We are one of the leading manufacturers of textile products in Western India and our products are equally popular at home and abroad. We have received an enquiry from your branch office at Kanpur regarding terms for bulk purchase.
We wish to inform you that we grant 30% trade discount to commercial/bulk purchases on an order for not less than ₹ one lakh at a time. We allow further discount of 5% to buyers whose orders exceed ₹ Five lakh per year.
Our latest price list and illustrated catalogue along with specimen of textiles are enclosed for your kind perusal and approval.
An early reply will be appreciated.
Yours sincerely
A. G. George
Sales Manager

Question 10:
As the Sales Manager of M/s Universal Book Suppliers, 26 Ansari Road, Daryaganj, New Delhi, write a letter to the librarian of Scindia School, Gwalior offering information regarding the sale of dictionaries and illustrated children’s encyclopaedias.
Answer:
Universal Book Suppliers
26, Ansari Road
Daryaganj
New Delhi
Tel. No. 23286677
Our Ref. No. UBS/AMS/02/DE/0507
Your Ref. No. SCG/CE/54-03
Dated 19 May, 20XX
The Librarian
Scindia School
Gwalior
Sir
Sub: Sale of Dictionaries and Encyclopaedias
We thank you for your letter dated 5 May, 20XX and are happy to furnish you the following information:
We stock dictionaries and encyclopaedias published by Indian as well as foreign publishers. We have books suitable for all age-groups of school going children. As desired by you, we are enclosing our latest catalogue. It contains the information you need.
We shall offer you 15% discount given to educational institutions on this category of books. We need two weeks’ time to make delivery of the order. We accept payment by demand draft only. It should be payable at New Delhi.
I hope our terms will meet your approval and we’ll receive your order soon.
Yours faithfully
S. Ravindran
Sales Manager

(c) PLACING ORDERS

Question 11:
You are the librarian of Amla Public School. You had placed an order for textbooks with Dhanpati & Sons. Since the books did not arrive on time, you have decided .to cancel the order. Write a letter to the Manager, Dhanpati & Sons, Chennai, cancelling the order.
Answer:
The Librarian
Amla Public School
Chennai
30 August, 20xx
Manager
M/S Dhanpati & Sons
Chennai
Dear Sir
Sub: Order for Textbooks
Kindly arrange the supply at your earliest the books for our school at the rates approved for the year 20xx. The details of the books are as follows:

1. Mathematics – Class – 12 – K.C. Sisodia – 50 copies
2. Science – Class – 10 – J.K. Randhawa – 50 copies
3. English Grammar – Class 12 – K.P. Thakur – 50 copies

It must be ensured that latest editions of books are being supplied. Before supplying the books it must be checked that each book is of latest edition. Payment will be released only after the approval by the principal.
Yours
Raghvan
Librarian

Question 12:

BOOKING ACCOMMODATION / OTHER FACILITIES

This summer vacation you are planning to visit Simla. Write a letter to a travel agency in Shimla requesting them to book you a room in a five star hotel. Give other details of your journey and facilities you require there. Sign your name as Leela/Mohan, C/5, Assam.
Answer:
Mohan
C/5, Assam
15 April, 20XX
The Manager
Globe Travel Agency
The Mall, Shimla
Dear Sir
Sub: Hotel accommodation and other facilities
I am planning to visit Shimla during the summer vacation. I intend to reach there on
16 May by the IC 308 flight and stay there for a week. You are requested to book a deluxe double bedroom in a five star hotel, as I will be accompanied by my friend. I shall also need a chauffeur driven car to take us in and around Shimla.
Please make these facilities available for a week, Le., from 16 May to 22 May, 20XX. A bank draft for ₹ 5000 is enclosed as advance. Please confirm the bookings so that the remaining amount may be sent to you.
Yours faithfully
Mohan

Question 13:

RESERVING DOUBLE-ROOM

Write a letter to the Manager of Grand Hotel, Shimla asking him to reserve for you a double room from 5th April to 15th April, 20XX. You are Aditya / Anandhi of Mysore.
Answer:
D-2/47 Court Road
Mysore
25 March, 20XX
The Manager
Grand Hotel
Shimla
Dear Sir
Sub: Reservation of a double-room
I along with my partner shall be visiting Shimla for eleven days—5th April to 15th April to be exact. You are requested to reserve a delux double room for us, for eleven days from 5th April to 15th April, 20XX. I am enclosing herewith a bank draft for ₹ 5000 as advance for reservation charges and partial room rent.
This letter follows in continuation with my telephonic conversation. Kindly confirm the booking on Mysore Telephone No. 532601.
Hoping for an early response.
Yours sincerely
Aditya

Question 14:

NON-COMPLIANCE OF ORDER

You have placed an order for a few books with City Central Book Shop, No. 10, Paharganj, Delhi. You have not received the books so far. Write a letter to the bookshop complaining about the non-compliance of your order.
Answer:
National Sr. Sec. School
Vayu Vihar
New Delhi
25 March, 20XX
City Central Book Shop No. 10
Paharganj
Delhi-110006
Sir
Sub: Non-compliance of the order No. 11/RS
This is with reference to our order No. 11/RS dated 4th March, 20XX regarding the delivery of a few books for our school library.
In this respect, I regret to state that despite repeated reminders on the phone, the books have not yet been delivered to the library so far. The new session has started and the books are required urgently for reference work by the students. I am quite upset about the non-compliance and negligent attitude shown by your shop towards our order. If the specified books don’t reach us within three days from the receipt of this letter, we will conclude that you are not interested in fulfilling this order. In that case, we’ll be compelled to place the order elsewhere. A fist of books ordered is being enclosed herewith. Kindly do the needful at the earliest.
Yours truly
ABC
(Librarian)
Enel.—Photocopy of the book-list.

(d) COMPLAINTS

Question 15:

DEFECTIVE FURNITURE

You are the member of a youth club. Recently your club has purchased some furniture from Nawab Furniture Depot, Kanpur. But after a week you have noticed some defects in the furniture. Write a letter to the Manager of Nawab Furniture asking him to replace it. You are Akbar!Amina.
Answer:
Eagle Youth Club
B-69 Court Road
Kanpur
1 August, 20XX
The Manager
Nawab Furniture Depot
84-Railway Road
Kanpur
Sir
Sub: Replacement of defective furniture
This is with reference to order no, 93812 of a sofa set, wooden chairs and table worth
₹ 45,000. This is to bring to your notice that on inspection of the furniture after receipt at Club office certain defects have been noticed.
We request you to replace the furniture within a week as the club’s general meeting is scheduled for the next week.
We hope that such mistakes will not occur in future.
Hoping for an early replacement.
Yours faithfully
Amina
Secretary

Question 16:

DEFECTIVE COLOUR TELEVISION

You are Nikhil / Nisha staying at 53, Banjara Hills, Hyderabad. Last summer, you bought a colour television from the ‘Clear Vision’ of Hyderabad, with a warranty of 2 years. Now you discover that the picture gets blurred every now and then. Even the sound has become defective. Write a letter to the dealer complaining about the problem and requesting him to get the defect rectified. Also request him to replace it, if needed against the warranty that goes with it.
Answer:
53, Banjara Hills
Hyderabad
7 March, 20XX
The Proprietor
Clear Vision
14, Palace Road
Hyderabad
Dear Sir
Sub: Complaint against CTV – MS-21
It was only last summer, 15 June 20XX to be precise that I bought a colour TV from you. The model is Phillips CTV – MS-21 and the Invoice No. is 1487 dated 15.06.20XX. Last week it started giving trouble. I thought that the sound problem was due to a weak signal and that it would pass, but it recurred with more frequency. When I tried to adjust the knobs the picture got blurred. Sometimes the colours fade away.
Since the TV set is within the guarantee period of two years, you are requested to get the defects rectified by your service engineer. In case the set is beyond repair, kindly get.it replaced.
Hoping for an early favourable action.
Yours sincerely
Nisha/Nikhil

Question 17:

DEFECTIVE REFRIGERATOR

Kumar Shanu of Bareilly has purchased a Frost-free B.L.P. refrigerator of 265 litres from ‘Life Style’, Civil Lines, Bareilly. After a month of purchase, the freezing section of the refrigerator has failed to function. Write a letter to the Sales Manager of the firm complaining about it and requesting for the piece to be replaced, since there is a two year warranty.
Answer:
26 Agra Road
Bareilly
15 June, 20XX
The Sales Manager
‘Life Style’
Civil Lines
Bareilly
Sir
Sub: Replacement of 265 litres B.L.P. refrigerator
We pm-chased a frost-free B.L.P. refrigerator of 265 litres from you about six months back, vide your receipt No. C-1265 dated 10 January, 20XX. You provided us a warranty letter for two years against any technical fault.
Having used it for about a month, we now find that the freezing section of the refrigerator is not working properly. We are unable to get even a single eatable fresh when kept in it. The summer season is in full swing and we are feeling great inconvenience due to our defective refrigerator.
Under these circumstances, it is requested that the defective refrigerator may please be replaced at your earliest in order to stop further inconvenience to us. It will be appreciated if the new set is installed after proper testing.
Thanking you.
Yours faithfully
Kumar Shanu

Question 18:

DEFECTIVE AUTOMATIC WASHING MACHINE

You are Keerti /Karishma of 26, Mehdipatnam, Hyderabad. Last week you bought an automatic ‘VIP’ Washing Machine from Mis Tirupati Stores, Nampalli, Hyderabad. Now you find that the machine is not cleaning clothes properly and making an unbearable noise. Write a letter to the dealer complaining about the same and requesting him to change the washing machine at the earliest.
Answer:
26, Mehdipatnam
Hyderabad
10 March, 20XX
The Marketing Manager
Tinrpati Stores
Nampalli, Hyderabad
Sir
Sub: Complaint about defective ‘VIP’ washing machine
It was only last month, 7th February to be precise that I bought an automatic ‘VIP’ washing machine from you. The Model No. is VIP XL-410W and the Invoice No. is 2365 dated 7 Feb., 20XX.
Last week it started giving us troubles. It is not cleaning the clothes at all. In fact, the clothes remain as dirty after the mechanical operation as they were before the wash. Secondly, it has been making unbearable noise. Kindly send your mechanic to examine and repair it. In case the damage is beyond repair or a serious mechanical one, kindly replace it at the earliest as the washing machine is still within the guarantee period.
Hoping for an early response.
Yours sincerely
Keerti/Karishma

Question 19:

DEFECTIVE INVERTER

You are Amit Chakraborty staying at 81, Chitranjan Park, New Delhi. Last month you got an inverter installed at your house through ‘Electronical World’ of Lajpat Nagar, New Delhi. Now you find that the inverter is not working and the local electrician who examined it at your request has told you that it is having some technical defect. Write a letter to the dealer asking him to replace it immediately under terms and conditions of the deal.
Answer:
81, Chitranjan Park
New Delhi
10 April, 20XX
The Sales Manager
Electronical World
5/17, Lajpat Nagar
New Delhi
Sir
Sub: Replacement of inverter
It was only last month, 20th March, 20XX to be exact that I bought an inverter through you and got it installed at my house. The model is SM-576-C IV and the Invoice No. is 1679 dated 20 March, 20XX.
Last week it started giving troubles. Initially the fans and lights would run comfortably for 3-4 hours when there was no electric supply, but these days they fail to make up the deficiency in the electric current and work for only one or two horns. The local electrician was called in to examine it and he has revealed a technical flaw in it.
Since the inverter is within the guarantee period, you are kindly requested to replace the set at your earliest as per terms and conditions of the sale.
Please arrange a new set and send your engineer to set it accordingly.
Yours faithfully
Amit Chakraborty

Question 20:

DEFECTIVE PRINTER

Naveen Chaudhri of 105, Baily Road, Patna bought a HP Desk Jet 200 Printer from The Computer Centre, the sole dealer of Hewlett Packard at Ranchi, for use with his newly acquired personal computer, a month ago. Now he finds that the print quality is poor and the ink nozzles of the print cartridge get frequently clogged. The Printer has been given one year warranty against any technical fault. Write a letter as Naveen Chaudhri to the dealer complaining about the same and requesting him to attend to it.
Answer:
105, Baily Road
Patna
20 March, 20XX
The Sales Officer
The Computer Centre
Ranchi
Sir
Sub: Defective working of HP Desk Jet Printer
It was only last month, 10 February 20XX to be precise that I purchased a Hewlett Packard Desk Jet 200 Printer from your firm vide cash memo no. 785 dated 10 Feb., 20XX. For about a fortnight it gave a very satisfactory service in my newly acquired personal computer. Now I find that the print quality is very poor.
The impression is not clear and deep. Moreover, the ink nozzles of the print cartridge get frequently clogged. This poor and irritating performance of the Jet Desk Printer has also affected the quality of my work besides dampening my spirits and mood so often.
I regret to inform you that in spite of two verbal reminders you have not sent your service engineer to attend to the faults. I need not remind you that it is against business ethics as the fault has occurred within the warranty period. In case you do not attend to the fault within a week I shall be constrained to lodge a complaint against you in the consumers’ court.
Yours faithfully
Naveen Chaudhri

Question 21:

DEFECTIVE CORDLESS ELECTRIC IRON

You are AmollAnubha staying at 162, Kailash Hills, New Delhi. Last month, you bought a cordless electric iron from ‘Premier Electronic Goods’, South Extn., New Delhi against a warranty of 2 years. Now you discover that there is something wrong with the iron. Its heat lasts hardly for a few seconds after it is taken off the mains. Write a letter to the dealer complaining about it. Also request him to change this defective iron against the warranty that goes with it.
Answer:
162, Kailash Hills
New Delhi
7 March, 20XX
The Sales Officer
Premier Electronic Goods
South Extension
New Delhi
Sir
Sub: Complaint against defective cordless electric iron
I bought a cordless electric iron from you on 27 January, 20XX vide receipt no. 6578. I had bought it with a view to making my task easier. Unfortunately, it has become even more complicated now. When it is taken off the mains, the heat in the iron lasts for hardly a few seconds. Sometimes it does not show any signs of heat even after inserting in the main switch. It seems that it has ceased functioning. You can just imagine the irritation it causes by not working when needed most. It is only in an emergency that I iron my clothes myself and at such moments this cordless iron stops functioning. Thus, the piece has become a headache as it is an unbearable nuisance. Since there is a warranty of 2 years with this iron, I earnestly request you to replace this defective piece with another one.
Looking forward to your sincere and kind cooperation.
Yours sincerely
Anubha/Amol

Question 22:

DEFECTIVE VIDEO CAMERA

You are Anshuman /Rashi, staying at 8, Kakatiya Nagar, New Delhi. Last month, you bought a video camera from the ‘Ultra Modern Electronic House’, Abids, Hyderabad against a warranty of 2 years. Now you discover that there is something wrong with this camera. It doesn’t work for more than 30-40 seconds at a stretch. Write a letter to the dealer complaining about this problem. Also request him to replace this defective piece against the warranty that goes with it.
Answer:
8, Kakatiya Nagar
New Delhi
5 March, 20XX
The Owner
Ultra Modem Electronic House
Abids
Hyderabad
Sir
Sub: Complaint against video camera
I purchased a Toshiba – 7 YS. video camera from your showroom vide Invoice no 2675 dated 3 Jan., 20XX. May I mention that this video camera functioned well for about a month or so, but thereafter it has started giving troubles. It has only been used a few times since its purchase. However, each time it has stopped working after 30-40 seconds. It does not work longer at a stretch. After sometime it does begin again, but stops functioning in a few seconds. It seems that some technical defect has marred the : working of this piece.
Since there is a warranty of 2 years against any technical defect, I would request you to replace this piece with another one at the earliest.
Looking forward to an early response.
Yours sincerely
Rashi

Question 23:

DEFECTIVE TELEPHONE ANSWERING SYSTEM

You are Narendra / Sheela staying at 3, Jawahar Nagar, Jaipur. Last year, you bought a Telephone Answering System with Facsimile from the ‘Electronic World’ of Chandigarh, with a warranty of 2 years. Now you discover that there is something wrong with the answering machine. It doesn’t record the caller’s message. Write a letter to the dealer complaining about the problem. Also request him to replace it, if needed, against the warranty that goes with it.
Answer:
3, Jawahar Nagar
Jaipur
9 March, 20XX
The Manager (Sales)
Electronic World
Chandigarh – 17
Sir
Sub: Complaint regarding defective telephone answering system
This complaint is with reference to the telephone answering system I bought from your showroom last year vide cash memo no. 24135 dated 4 Feb., 20XX.
This system gave a very fine service for some time and its operation was quite praiseworthy.
But to my dismay, it has started creating troubles. It has developed some technical snag in that it doesn’t record the caller’s messages. And what’s the use of an answering machine which doesn’t record messages?
Since the apparatus carries a warranty of 2 years, I would be extremely obliged if you could replace this defective instrument with another one.
Looking forward to an early response.
Yours faithfully
Narender/Sheela

TEST YOUR SKILLS

1. Write a letter to the Managing Director, New Woodlands Hotel, Chennai to find out the rates for conducting the XII Standard Farewell Party on their lawns, enquiring about catering costs per head, service charges and advance to be paid.
2. As Manager, Spring Blossoms School, Dharwar, place an order for (at least 4 items) school furniture. Write a letter to Curzon & Co., Furniture Manufacturers, Dharwar.
3. You are the librarian of L.W.A. Senior Secondary School, Poona. You want to purchase a dictionary, a book on computers, a book for preparing for competitive examinations and a book for I.I.T. entrance examination for use of students and staff of your school. Place an order with M/s Higginbothams, Mumbai, giving the details regarding the mode of despatch and mode of payment.
4. Rajat Chaurasia of 62, Jai Prakash Narayan Nagar, Patna bought a ‘VIP’ colour T.V. set from M/s Better Deals, Ganga Road, Patna. After a month he finds that the sound is not clear and the colours fade away every now and then. Write a letter as Rajat/Raveena Chaurasia to the dealer complaining about the same and requesting him to change the set at the earliest.
5. S.P. Chaudhri of 160, Netaji Subhash Chandra Enclave, Calcutta bought a frost-free B.L.P. Refrigerator of 265 litres from “Wonder Home’, Central Market, Kolkata. Having used it for about a month he finds that the freezing section of the refrigerator is not working at all. Write a letter to the Sales Manager of the firm complaining about it and requesting for replacement of the defective piece. The refrigerator enjoys a two years warranty against any technical fault.
6. You are Anand/Akshata of Kolkata. You bought a Whirlpool White Magic Washing Machine from M/s Electronics India, Lake Area, Kolkata. After installation, it washed well for two months. But suddenly the spin dry system of the machine has stopped functioning properly and the clothes are dripping wet even after the spin dry function is completed according to the machine. Write a letter to Electronics India, giving them the Guarantee Card No. and other details regarding your complaint, asking them to attend to it/replace it. (Word limit: 150 words)
7. You are Ramneek, a student of XI class of Patel Sr. Secondary School, Gandhi Nagar. You read an advertisement of Elite Orientations, a leading postal education institution of Gujarat, published in The Indian Express. Write a letter to the Director of the institute seeking information regarding facilities, duration, fee, etc. for the CBSE medical entrance tests.
8. You are Jatin Dass of 7, Court Road Cuttack. You bought a Singer ceiling fan from M/s Pawan Hans Electricals, Temple Road, Cuttack, an authorised dealer. It had a seven-year guarantee, but you discovered after a week that the fan was not working properly. Write a letter to the dealer asking him to replace the defective fan.
9. As Sales Manager, Rising Sim Company, Chawri Bazar, Delhi, write to Perfect Paper Mills, Periyar (Tamilnadu) reminding them of the delay in the execution of your order.
10. You are General Manager, Continental Industries, Mysore. Write a letter to Newchem Plastics, a manufacturer of plastic wares, 143, Church Road Bangalore, cancelling your order as the date of delivery has expired.
11. You are Ashi/Ashish. The other day you bought a pair of shoes from the Liberty Shoe House, Hazrat Ganj, Lucknow. On unpacking them you found to your surprise that both the shoes are meant for your left foot. Now write a letter of complaint to the Manager of the Shoe House asking for replacement at their cost.
12. Imagine you are the Sales Manager Bright Shoe Company Agra. Write a letter to the Purchase Officer Baluja Shoe Company, Delhi offering some of your products for bulk sale.
13. As Sales Manager of the Washwell Washing Machines, Dadar, Mumbai, write a letter to the Proprietor, Washing Wonder, Tilak Road, Pune, asking him for permission to offer off-season discount to your customers.
14. Sham Nath & Co. 586, Aram Bagh Road, Bhopal have placed an order for two wagons of cement with Diamond Cement Works, Chanderpur (Maharashtra). As Sales Manager, DÇW, write a letter to Sham Nath & Co., to supply you two references as this will be your first transaction with them.
15. You are the General Manager of Surya Steel Tubes and Pipes, Bahadurgarh (Haryana). You had received a bulk order from Planwell & Co., builders and contractors for supply of iron pipes of various sizes. Unfortunately, there is a problem of short supply of electricity/labour unrest. Write a polite letter to the customers explaining why the orders can’t be executed by the due date.
16. Ravi Sundaram of 28 Civil Lines, Gwalior, bought a colour T.V. set from Messrs Ram Electronics, 14 Bazaar Marg, Gwalior a month ago. Now he finds that the sound is not clear and the picture changes to black and white from time to time. He writes a letter to the dealer complaining about the same and requesting him to attend it at the earliest. Write the letter.
17. Mr Satish Kaul is the Sports Instructor in Geeta Convent, Narasapur. The Principal of the school asks Mr Kaul to place an order for buying cricket kits, volleyball nets, footballs, bad

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