Sample Claim Letter

Recar Merchandising
Joseph Subdivision
Quezon City
July 15, 2008

Mr. Rino Castro
Sales Marketing
ABC Trading
# 451 Apple St.
Muntinlupa

Mr. Castro,

My order No. X-458176 of July 15, 2008 for three dozen boxes of face powder and five cartons of liquid astringent arrived today. The shipment was so badly damaged that the merchandise cannot be used.

I am accordingly shipping it back to you by express C.O.D., expecting you to send a duplicate shipment at once. You will be able to determine whether the damage was due to faulty packing or improper handling by the express company.

Such accidents are bound to occur occasionally, and I am not finding fault with your usually excellent service; but since I wanted this merchandise for my Friday sale on August 1, I shall appreciate your letting me know whether or not I can expect the new shipment not later than August 15.

Yours truly,

Esmeralda Crisostomo

INQUIRY LETTER

A letter of inquiry is a request for information that the writer believes the reader can provide. Regardless of its subject, the objective is to get the reader to respond with an action that satisfies the inquiry. The action taken can benefit either the writer or the reader, and sometimes both. That being the case, the scope must include enough information to help the reader determine how best to respond.
Identify Your Reader

An inquiry letter should be addressed to the person who is most likely to respond in a positive and helpful manner. If you are unsure of who that might be, try making a few phone calls to identify a contact person. That person's name should be placed in the inside heading and the salutation of your inquiry. It should also be included on the top line of your envelope.
Remember that people do business with people first, businesses second. When you address your reader by name, you recognize their importance and value as an individual human being.

ü In the inside heading of the sample inquiry letterthe reader is identified by both his name and the title he holds.

Establish Your Objective

The objective in an inquiry letter is to make a request. It will either ask the readerto provide something beneficial to the writer, or take advantage of something the writer has to offer.

Your inquiry should be specific and brief. If you are asking more than one question you might consider highlighting them in a bulleted list.

ü In the body of the sample inquiry letter, the writer states her objective by asking the reader for help in compiling information. She then outlines the scope of her needs in a bulleted list immediately following her request.

Determine Your Scope

The scope of an inquiry letter should provide enough information for the reader grasp your objective, make an informed decision and respond in a timely manner.
Consider your reader and get to the point. Do they have what you want? Can they do what you ask? Think about what your reader will need to know in order before making a decision and sending you a response. If you are to receive some benefit, it may help to explain for what purpose the benefit will be used. If the reader is to receive some benefit, it may help to offer an incentive to respond.

ü In the body of the sample inquiry letter the writer supplies relevant logistical information that the reader will need in order to respond quickly and effectively.

Organize Your Letter

Organizing your inquiry letter will establish a logical order in which to present your information. You have already begun this task by establishing an objective and determining your scope. Refer back to them. Together they include much of the content that will become the body of your letter. A simple outline will get you organized. Begin by creating a list of relevant points and place them in the sequential order that will best help your reader comprehend your inquiry. These points will become the backbone of your draft; your outline will become a checklist.

Draft Your Letter

Working from an outline is the simplest way to draft an in inquiry letter. You have already organized yourself by creating a list. Refer back to it and turn each fragment into a full and complete sentence expressing a single thought or idea.
In order that your thoughts and ideas are conveyed in a cohesive manner, write in as natural a sounding voice as possible. Try writing your draft quickly and then read it out loud. Concentrate on communicating your objective to your reader. Make sure that the scope of your letter contains all the relevant information included in your organizational list. Keep in mind that you are writing a rough draft. For the moment you can ignore spelling, grammar, punctuation, sentence and paragraph structure. Those are technical details that you will pay attention to in the final step when you review and revise your work.

Close Your Letter

An inquiry letter should close in a professional manner. Once your last paragraph is written, sign off between a complimentary close such as "Sincerely," or "Thank you," and your printed name. If you are writing in conjunction with an official duty, place your title below the printed name as in the sample inquiry letter. Additional information such as dictation remarks, notification of attachments, enclosures and copies sent to other individuals should be placed beneath the title line.

Review and Revise Your Inquiry Letter

Reviewing and revising your inquiry letter is the final step in the writing process. You will check your draft in this step, making sure that your objective is clear and your scope is concise. Put yourself in the reader's shoes as you examine the rough draft. Ask yourself, as the recipient, whether you are able to comprehend the request quickly and if enough information has been included to enable a timely response. Look for the obvious errors first. Check for spelling, sentence structure and grammar mistakes. Remember that a passive voice is not as commanding as an active one. You want your inquiry to be strong, so write with an active voice. The important thing to keep in mind is the overall cohesiveness of the whole unit. Look for accuracy, clarity and a sense of completeness. Ask yourself if the transitions between paragraphs are working and if your point of view, tone and style are consistent throughout the text.
Examine your word choices carefully. Ambiguous words lead to confusion. Jargon and abstract terms may not be understood at all and affectations, clichés and trite language serve no real purpose and will obscure your objective. You want to help your reader understand exactly what it is that you want, so remove all that is not helpful.

And finally, if you have not written an opening or a conclusion now is the time. The introduction needs to lead into the body of your letter with a firm statement about the subject of your inquiry and enough supporting information to keep the reader reading. Your closing remarks need to reiterate your objective with a question that calls for an action.

ü At the beginning of the sample inquiry letter the writer introduces a situation and announces a compelling opportunity from which the reader stands to gain.

ü At the end of the sample inquiry letter the writer reiterates her request for help, establishes a timeline in which she would like the help to be offered, asks for a meeting and strongly reinforces the benefit to the reader.

(http://writing.colostate.edu/guides/documents/business_writing/business_letter/inquiry_letter/index.cfm)

Sample Inquiry Letter

__________Better Widget Makers, Inc.__________

5555 Widget Avenue

Silver City, CO 80456

September 26, 2003

Mr. Russ Hamilton

Vice President, Sales and Marketing

Golden Bread Company

123 Loaf Street

Silver City, CO 80451

Dear Mr. Hamilton:

Construction on the new employee cafeteria at Better Widget Makers, Inc. is nearing completion and I am looking for a supplier capable of fulfilling our weekly bakery needs.

Do you have an information packet that would help me project the cost of doing business with your company? We will need daily deliveries of pastries, pies, dinner rolls and sandwich bread. Our facility operates 24/7, Monday through Friday, with a flextime workforce of 1,500 employees. To complete my operational budget I will need the following information:

• Wholesale price sheets

• Quantity cost breaks

• Annual contract discounts

• Delivery and or any other service charges.

To submit my proposal to the finance committee at their October 20th meeting I will need to receive your information by the 10th. I will also need to meet with you after reviewing the requested materials. Please call me for an appointment at your earliest convenience. My personal extension is 216-8080, # 29.

In keeping with long-standing policy we would like to place this contract locally. I look forward to working with you and am hopeful that the Golden Bread Company can fulfill our needs.

Sincerely,

Ida Mae Knott

Purchasing Agent

Appendices

APPENDIX 1

EXCLAMATIONS

Errrr – used mainly to express sarcasm.

Person A «I really feel that Francis Bacon’s work conveys a certain meaningless of life in general.»

Person B «ErrrrrYearhh»

Ahh – A word often used to describe an emotion, such as anger, pleasure or shock. It is also widely used in ghost stories.

AHH! I’m going to kill you!

Ahh! And the creature crept up to the man.

Hmmm – phrase used when you are happy. Phrase used when you are bored.
Word when there is nothing else to say.

Mmmmmm – another way of saying yeah, right or no in a nicer way. The more m’s added the more out of the question it is.

Person 1: Can you take me to the store

person 2: mmmmmm

Ummm – usually said by a bloke when asked a question. Any question as a matter of fact. It can also mean the following: no yeah err no way!

Girl: Do you have a crush on me?

Boy: ummm…

APPENDIX 2

GENERAL CONVERSATION GAMBITS

• Hesitation

Uh...

Well, um...

Let's see.

Let me think.

How should I put it?

That's a good question.

I'll have to think about that.

• Clarification: Others

Sorry, but I don't see what you mean.

Could you be more specific?

Could you explain that in more detail?

Do you mean...?

What do you mean by...?

If I understand you correctly,....

What you're saying is....

What you're trying to say is.... (careful)

Are you sure? (careful)

• Clarification: Self

What I mean is....

What I meant was....

Let me put it (say it) another way.

What I'm saying is....

What I'm trying to say is....

In other words,....

I didn't mean to say that.

• Interruptions

Pardon/excuse me, but....

Sorry/Excuse me for interrupting, but....

May I ask a question?

May I add something?

I'd like to comment on that.

I'd like to say something here.

Could I just jump in here?

What about...?

• Refusing Interruptions

Please let me finish.

Just let me finish my point; I'll get back to you.

I'd like to finish what I was saying.

Could I just finish my point?

• Resuming After Allowing Interruptions

In any case,....

One last point,....

To return to X,....

To get back to X,....

Anyway,....

Where was I?

• Making Suggestions/ Giving Advice

May I make a suggestion?

Don't you think...?

Wouldn't you say (agree or think)...?

Wouldn't it be better if...?

Why don't you try...?

You might want to consider....

Are you sure...? (careful)

Let's....

Perhaps we could....

Why not...?

How about...?

I suggest that we....

• Asking for Suggestions/Advice

Do you have any suggestions?

What do you think?

What would you do?

What should I do?

• Accepting and Rejecting Suggestions/Advice

That's a good point (idea, approach)

Thanks for reminding me.

Yes, why don't we try that?

I want to think about that

I hadn't thought about that.

That's a good idea, but....

That would be great, except....

Yes, but don't forget....

Yes, but keep in mind....

Yes, but consider....

Possibly, but....

Well, the problem is....

• Giving an Opinion

I think....

I believe....

In my opinion,....

As far as I'm concerned....

Personally, I think....

It seems to me that....

• Asking about Agreement

Do you agree?

Don't you agree?

Wouldn't you agree?

Don't you think so?

• Agreeing and Disagreeing

That's a good point.

I (completely) agree (with you).

That's true.

That makes sense.

I think so, too.

I couldn't agree more.

That's not how I see it.

I don't really agree with you.

I'm afraid I can't agree with you.

I'm not sure I quite agree with you.

Yes, that may be true, but....

Well, you have a point, but....

I can see your point, but....

I see what you mean, but....

Do you see it that way? I think....

APPENDIX 3

THE SCHEME OF RENDERING THE TEXT

1. This article is written by... and published in... in...

2. The article deals with...

3. The title of the text is...

4. The subject of it is...

5. The main aspects are...

At the beginning of the article the author describes / writes, dwells on, touches upon, thinks /considers/ that, explains, introduces, stresses, points out, emphasizes, underlines, notes in general terms, criticizes, makes a few critical remarks on, reveals, exposes, accuses, condemns, mocks, ridicules, praises, gives a summary of, gives his account of.

The author / article - starts /begins with a/the /description of/by mentioning,the analysis of, a/the/summary of same/a few/critical remarks about/concerning/...

Continuation:

Then /after that, next/ the author passes to...,goes on to say that,

says/reports /that..., gives a detailed/thorough, comprehensive, deep/

analysis/ description of /...

The article continues to describe...

The article goes on to say that...

Conclusion:

The article ends with...

At the end of the article the author draws the conclusion/ comes to the conclusion/ that...

At the end of the article the author sums it all up/by saying/...

Your opinion on the article and its connection with the facts on the topic that you already know:...

I got to know from the article that...

I found the article interesting/important.

The article carries/has/ contains much/fresh information about...

The article has some facts new to me, that is...

As far as I know already...

I've read before many/some/articles on the topic.

6. This information is useful for...

APPENDIX 4

FLOW CHARTS

Flow charts are easy-to-understand diagrams showing how steps in a process fit together. This makes them useful tools for communicating how processes work, and for clearly documenting how a particular job is done. Furthermore, the act of mapping a process out in flow chart format helps you clarify your understanding of the process, and helps you think about where the process can be improved.

A flow chart can therefore be used to:

· Define and analyze processes;

· Build a step-by-step picture of the process for analysis, discussion, or communication; and

· Define, standardize or find areas for improvement in a process

Also, by conveying the information or processes in a step-by-step flow, you can then concentrate more intently on each individual step, without feeling overwhelmed by the bigger picture.

How to Use the Tool:

Most flow charts are made up of three main types of symbol:

· Elongated circles, which signify the start or end of a process;

· Rectangles, which show instructions or actions; and

· Diamonds, which show decisions that must be made

Within each symbol, write down what the symbol represents. This could be the start or finish of the process, the action to be taken, or the decision to be made. Symbols are connected one to the other by arrows, showing the flow of the process.

To draw the flow chart, brainstorming process tasks, and list them in the order they occur. Ask questions such as "What really happens next in the process?" and "Does a decision need to be made before the next step?" or “What approvals are required before moving on to the next task?"

Start the flow chart by drawing the elongated circle shape, and labeling it "Start". Then move to the first action or question, and draw a rectangle or diamond appropriately. Write the action or question down, and draw an arrow from the start symbol to this shape.

Work through your whole process, showing actions and decisions appropriately in the order they occur, and linking these together using arrows to show the flow of the process. Where a decision needs to be made, draw arrows leaving the decision diamond for each possible outcome, and label them with the outcome. And remember to show the end of the process using an elongated circle labeled "Finish".

Finally, challenge your flow chart. Work from step to step asking yourself if you have correctly represented the sequence of actions and decisions involved in the process.

And then (if you're looking to improve the process) look at the steps identified and think about whether work is duplicated, whether other steps should be involved, and whether the right people are doing the right jobs.

Example:

The example below shows part of a simple flow chart which helps receptionists route incoming phone calls to the correct department in a company:

APPENDIX 5

GRAPH

The graph in shows how much energy from different sources was used between 1950 and 2005. We can see that over this period the amount of energy used increased sharply and the largest amount of energy came from petroleum. In 1950 just over 13,000 million billion Joules was used but this figure rose sharply to reach a peak of roughly 40,000 million billion Joules in 1978. There was a dramatic fall to just over 30,000 million billion in the following five years before rising rapidly to reach 42,000 million billion Joules by 2005. The second and third largest sources of energy were natural gas and coal, which each accounted for about 25,000 million billion Joules in 2005. The graph shows that insignificant amounts of energy came from renewable sources during this time, but there was a growth in the amount of nuclear electric power after 1970, reaching approximately 8,000 million billion Joules in 2005. The fall in energy consumption in the years around 1980 was probably due to the world oil crisis.

Pie chart

The pie charts compare the use of different modes of passenger and cargo transportation in Croatia. It can be seen that more than half of all passengers choose to travel by road, accounting for 58%, while just under half of all cargo is carried by road. About a third of all passengers use rail transport but only 11 % of Croatia's cargo goes by rail. Croatia has a long coastline and just under a third of Croatia's cargo is transported by sea. However, only 9% of passengers use this form of transport. This is probably because sea transport is cheaper for cargo but too slow for passengers. Pipeline and inland water transportation account for 8% and 1 % of cargo transportation respectively.

APPENDIX 6

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