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Sagrado Corazón de Jesús
Commercial and Marketing
Ana Lucia Pérez
Portafolio
Second Unit
Wendy Och
11 ACC
#9 1
Index Commercial………………………………………………………………………. 3
Replies ……………………………………………………………………………..4
Acknowledgment………………………………………………………………….5
Follow-ups………………………………………………………………………….8
Confirmation Letter………………………………………………………………9
Remittance………………………………………………………………………..11
Order Acknowledgment …………………………………………………………12
Delayed Delivery…………………………………………………………………14
Partial Shipment…………………………………………………………………16
Substitute delivery……………………………………………………………….18
Stopgap Letter…………………………………………………………………….20
Inquiry Replies…………………………………………………………………….22
Referrals…………………………………………………………………………….25
Refusals……………………………………………………………………………..27
Complaints, Claims and Adjustments………………………………………….29
Complaints …………………………………………………………………………30
Complaint Response………………………………………………………………32
Claim…………………………………………………………………………………34
Adjustments…………………………………………………………………………36
Marketing……………………………………………………………………………39
Advertising …………………………………………………………………………..40
Banking……………………………………………………………………………….42
Venture Capital………………………………………………………………………45
2
Commercial
3
Replies
4
They mantain the good will and they must be sales
oriented, halpuful, specific and complet. There are many types of replies
Acknowledgments
Follow-ups
Confirmations
Remittances
Order acknowledgment
Stopgap letter
Inquiry replies
Referrals
Refusals
Acknowledgment
This letter is written when
you receive money,
merchandise, material or
information. It should
express appreciation and it
may be prompt and always
trying to maintain good will.
5
693 Pelham Parkway
Bronx, New York 10422
June 12, 2013
Mrs. Sandra Smith
Maxine Sportswear Manufacturing Co., Inc.
842 Seventh Avenue
New York, New York 10018
Dear Mrs. Smith:
Thank you for responding my letter in which I inquired about the
prices of your sportswear garments. I did not know that you only
distributed your products to retail stores.
Since I am planning on opening a gym in my neighborhood, I am
interested in offering your products to my clients. Therefore, your
reference list of Maxine product dealers in the Bronx and
Manhattan has proven extremely useful.
Sincerely yours,
Ana Lucia Perez
6
Louis Johnson
705 Tenth Avenue
New York New York 10088
April 9, 2014
Cofiño Sthal
Gold Avenue, New York
New York, New York 65678
Dear Mrs. O’ Brien:
I appreciate your interested in our project and I
am very thankful for your prompt response.
I have received the list and report you sent me.
The information was very useful and as I
promised, as soon as I complete the report I will
send you a copy of it.
Sincerely yours,
Louis Johnson
Och W.
7
Follow-ups
After a decision pr agreement
at a meeting, it is good to send
this letter to establish a
written record of the
transaction.
8
Confirmation Letter
This letter is written for
confirm a reservation and it
may be clear, correct and it
must have complete
information.
9
AVIANCA, S.A.
5500 South 96th Street
Omaha, Nebraska 68954
March 20, 2014
Environmental Awareness Committee
609 San Anselmo Avenue
San Anselmo, California 94960
Dear Sir or Madam:
This letter will confirm your trip to Miami to attend to the
convention from March 24-29. The flight is reserved departing from
Guatemala City on March 24 in flight 458 at 7:30 A.M. and it is
expected to arrive in Miami Airport at 9:30 A.M.
You will be returning to Guatemala City on March 29 on Flight 232
which departs from the Miami Airport at 6:30 P.M and it is
expected to arrive to Guatemala City at 8:30 P.M.
We would like to remand you that you are expected to arrive at the
airport one hour prior the departure to have time for check in. Feel
free to contact me at 2479-9098, if you need further information.
Sincerely yours,
Wendy Och
Sales Manager
Argent A.
10
Remittance
This letter should contain any
information regarding your
order that is needed for the
proper crediting of your
account.
11
Order
Acknowledgment
It should be specific and
complete. This letter should be
written when
You receive merchandise,
material, money or information
to let know the
Customer his communication
has reached its destination.
12
Cape Cod Ornaments, Inc.
94 State Road
West Yarmouth, Massachusetts 02757
February 15, 2014
Ms. Jessica Smith
250 Commonwealth Avenue
Boston, Massachusetts 02118
Dear Ms. Smith:
On February 14, we received your letter in which you ordered a Model EPC-
18” Copper, eagle weather vane with arrow.
As requested, we will send it to your home address by parcel post and charge
The $34.95 with any applicable sales tax and handling costs to your VISA
Account (No. 003 00971 A109).
Enclosed you will find the invoice for the amount of $37.45 which is the total
of The weather vane, including the applicable sales tax and handling costs.
Additionally, you will find a catalogue containing our latest products and
sales. We hope to hear from you soon.
Sincerely yours,
Lucrecia Ruiz
Sales Manager
Rodriguez L.
ENC.
•
13
Delayed Delivery
The delayed delivery is caused
by the seller; it is a delicate
situation that requires a
carefully written letter. The
customer deserves an
explanation of the delayed and
it also is unavoidable. You
must express that you
understand the customer’s
disappointment and regret the
inconvenience, avoid a negative tone.
14
Lawsen Linen Company
P.O BOX 762
Bloomfield, New Jersey 07003
March 5, 2014
Mrs. Marianne Rollins
444 Ross Avenue
Caldwell, New Jersey 07006
Dear Mrs. Rollins:
Thank you for your recent order for one set of floral Mist Queen-size sheets
and pillowcases. We are sorry to inform you that because of a factory strike,
all the order have been held up.
The sheets you ordered will be sent as soon as the factory strike is over. We
assure that negotiations are progressing and a settlement is expected soon.
We are sorry for the inconvenience this has caused you. We offer a 15 percent
discount in this purchase.
Sincerely,
Lucrecia Gonzalez
Sales manager
Och M.
15
Partial Shipment
You must inform that certain
items have been back order.
“Resell” the merchandise by
stressing its finer features
without emphasizing the delay
items.
16
Laico Products, Inc.
43 Green Street
Miami, Florida 45382
March 6, 2014
Mr. John Smith
Beauty Depot, Inc.
444 Ross Avenue
Miami, Florida 63782
Dear Mr. Smith:
We appreciate your interest in our products. Your order no. 437 consisting of
37 Revlon Lipsticks (code 43851) and 12 Loreal beauty sets (code 332-1) has
been registered.
As requested, we will be sending the 37 Revlon lipsticks immediately to the
address above. However, due to a transportation problem with our supplier
the 12 Loreal beauty sets will be sent within the week. You may expect
delivery on Wednesday, March 12.
We will include three samples of our new Dove hydrating body cream with
your lipsticks. Thank you for your preference. Please contact me if you need
further information.
Sincerely yours,
Miley Cyrus
Sales Manager
Monroy D.
17
Substitute delivery
This letter should show
appreciation for the preference
toward our company,
acknowledge, it must inform
about the unavailability and it
must have a conditional.
18
Hotel Little Rock
5th Avenue Gold Street
New York, New York 5432347
April 23, 2014
Maria Lawson
1160 State Street
Chicago, Illinois 60688
Dear Ms. Lawson:
Thank you for the preference in our hotel. Unfortunately, we are
booked up for the week of August 22 and we do not have rooms
available.
We can make the reservation in one of our hotel chain near the
beach for the same price; the rooms are double with bath and it
include free room service. Also, you can stay in the Little Rock
Hotel in a single room with bath and we can add an extra bed.
Please let us know if you want us to make the reservation for you. Feel free to
contact us if you need further information.
Sincerely yours,
Wendy Och
Manager
O’Brien D.
19
Stopgap Letter
This letter should acknowledge
the customer and explain the
reason the approximate date
for resolution, reassure the
customer of response.
20
Lawyers, Inc.
657 Green Street
New York, New York 54326
March 26, 2014
Mr. Laura Ross
Constructions, Inc.
123 Gold Avenue
Los Angeles, California 67900
Dear Mr. Ross:
Thank you for the letter you sent us on Thursday asking for
information about the new contract with Hastings Development
Corporation. However, Ms. Leonard is out of town.
I will be sure to inform Ms. Leonard of the requested information.
Contact me if you need further information.
Sincerely yours,
Wendy Och
Administrative Assistance
Posey T.
21
Inquiry Replies
This letter should be answered;
it should show appreciation the
interest in our company,
acknowledge the request, give
the information or explain why
we cannot provide it and offer
further assistance.
22
RBM Manufacturing Company, Inc.
4022 Ninth Avenue
New York, New York 10055
April 2, 2014
Mr. William Wilson
Mahoney and Millman, Inc.
1951 Benson Street
Bronx, New York 10465
Dear Mr. Wilson:
We appreciate your interest in our company. We received your letter in which
you request information about a photocopier that would suit your office needs.
After having evaluated them, we have decided that the RBM 2000 copier is
the most appropriate model for your office.
The RBM 2000 has a collator which allows 30 copies to be run off at any one time. It uses
regular paper and fits a small-sized desk. Additionally, all our products have one-year full
Warranty and our repair service is among the lowest in the market. Enclosed you will find
the catalogue of all our products. Refer to page 130 for more details on the RBM 2000.
It is a pleasure to inform you that our company grants a ten percent discount on initial
purchases. If you need further information, please feel free to call me at 8292-2820 during
business hours.
Sincerely yours,
Lucrecia Ruiz
Sales Manager
Vargas A.
ENC.
23
Cofiño Sthal
Gold Avenue, New York
New York, New York 65678
April 02, 2014
Louis Johnson
705 Tenth Avenue
New York New York 10088
Dear Mr. Johnson:
We appreciate your preference in our company. As you requested
on the letter that you sent us, we are going to provide you with the
report about the RX-7.
Enclosed you will find a catalogue and a report describing all the
features of the RX-7 and its benefits. Refer to page 152 to find
more information about the car.
We would be glad to receive your report as soon as you complete it.
If you need further information contact me at 8897-9890.
Sincerely yours,
Wendy Och
Manager
ENC.
24
Referrals
This letter acknowledges
receipt of the inquiry and
explains whys and to whom it
is being referred.
25
National Directional Board
5th Avenue Golden Street 84839
New York, New York
April 30, 2014
Ms. Linda Graham
New York City Hall
Golden Street 87435
Dear Ms. Graham:
Thank you for contacting us. Unfortunately, we cannot
provide you with the information you requested
regarding the absentee ballot for the upcoming
Presidential election.
I am referring your letter to Mr. John Hatch of your
local Board of Election. I am sure he will provide you
with the correct information as soon as possible.
Sincerely yours,
Wendy Och
Manager Assistance
McCall S.
26
Refusals
It express appreciation and at
the same time you must
acknowledge the request,
explain the denial and make
sure your response is prompt
and always try to maintain the
good will, you can also, offer an
alternative.
27
Indiana Gas and Electric Company
1114 Broad Street
Terre Haute, Indiana 47815
May 18, 2014
Mr. Jackson Edwards
2500 North Fruitridge Road
Terre Haute, Indiana 47811
Dear Mr. Edwards:
Thank you for your letter dated March 7, in which you
request a 25 percent volume discount on the bar-code
scanning equipment which you plan to install in your department
stores.
As a company policy, we have a limit of 20 percent discount
provided on all our wholesale products. Therefore, I am sorry to
inform you that we cannot grant you the 25 percent discount you
requested.
Since your purchase is particularly large, our company is willing to
grant you a 22 percent discount and free installation on the
previously mentioned scanning equipment. If you need further
information, please call me at (502) 5569-9090.
Sincerely yours,
Travis Smith
Sales Manager
Palacios L.
28
Complaints, Claims
and Adjustments
When problems occur, the
customer must promptly notify
the company and that letter is
called a complaint. A complaint
that calls upon the company to make
restitution id called a claim. The
company, responding to the claim,
will write a letter of adjustment.
29
Adjustments
Three types
Granting an adjustment
Offering a compromise adjustment
Refusing an adjustment
Complaints
It is writing when the customer
is dissatisfied with goods or
services. This letter must have
a reason for writing like a
background; explain the details
in a chronological way and
suggestion for improvement.
30
Cofiño Sthal
Green Avenue 34234
New York, New York
June 9, 2014
Mr. Enrico Cammarata
Club Cammarata
2 Merrimack Road
Merrimack, New Hampshire 03110
Dear Mr. Cammarata:
On June 8, I made dinner reservations in order to conclude a
business with an important customer. The reservations were made
for 7 P.M., we arrived promptly however our table was not ready.
We were waiting for one hour and fifteen minutes. We asked several times if
the table was ready and the maitre d’ answered with rude indifference.
Consequently, my guest became extremely annoyed with the restaurant as
well as with me.
As a customer of the restaurant, I am outraged by the bad service you
presented last night. The bad attention was annoying as well as the delay
with the table since I had made reservations. I hope you will look into this
situation and avoid it happen to another of your customers.
Sincerely yours,
Wendy Och
Sales Manager
Johnson D.
31
Complaint Response
This letter must express
appreciation and also
sympathy: explain the reason
why you fail with the service or
with the goods and reassure
the customer it must be prompt
and always trying to maintain
the good will.
32
Club Cammarata
55th Golden Street
New York, New York 215489
June 10, 2014
Mrs. Wendy Och
Cofiño Sthal
5Th Avenue Green Street
New York, New York 002145
Dear Mrs. Och:
Thank you for the letter you sent us on June 9 in which you inform us about
the lake of organization and attention to you and your guest on June 8.
However let me explain to you that we were out to personnel that night
because the majority of them were attending a big event of Club Cammarata
with an important customer. Since that happen all the pressure was on the
miter d and he was trying to control all the reservations.
In order to make it up to you, we enclose five coupons that are available in all
our restaurants and offer to you the five present of discount. I am really sorry
about this inconvenience and I assure you that this will never happen again.
Sincerely yours,
Enrico Cammarata
Owner
Roden H.
33
Claim
This letter must express
appreciation for our company;
it must include an explanation
and suggested action, it must
be prompt.
34
Kitchen Korner
47-03 Parkway Drive
St. Paul, Minnesota 55143
May 28, 2014
Northridge Cuttery Company
2066 Yellow Circle
Minnetonka, Minnesota 55223
Dear Sir or Madam:
On October 7 we placed an order for two dozen poultry
shears and unfortunately we had not receive the yet.
And we want them for the pre-Christmas shopping.
Please inform us when the order will arrive since we
paid for them the amount of $254. I kindly request, that
you grant us a five percent discount on the total, in restitution for
this inconvenience.
Let me know if you need further information and also if you are
willing to grant us the discount. Please make sure we also receive
the product in time.
Sincerely yours,
Wendy Och
Sales Representative
Cardona A.
35
Adjustments
It should be answered
promptly, emphasizes the
solution rather than the error.
Express sympathy and
understanding.
36
Wal-Mart
Grand Street
Grahamsville, New Jersey 12345
May 28, 2014
Mrs. Lydia Martin
Green Street
New Jersey, New Jersey
Dear Mrs. Martin:
Thank you for the letter you sent us on May 26, in which you
complain about the bad quality of the cheese.
Let us inform you that we investigate about the case because we
have receive more complaint about the mold cheese, and we check
the machines and they were in good way, we contact to the
distributer and made the aware about the issue and they told us
that it was a black out during those days and however they sent us
the reined merchandise.
We are going to issue a refund, since you purchase the item in store
you have to come and bring your invoice and request your refund for $12.44.
Let us know if you need further assistance.
Sincerely yours,
William Poe
Owner
Hoechlin T.
37
Pictionary
38
39
Marketing
Advertising
It Informs consumers about the
existence and benefits of
products and services, and
attempts to persuade them to
buy them.
40
41
42
It has different types of banks. For
example the commercial banks that
receive deposits and make loans to
individual and small companies. The
private banks are for private
investment funds for wealthy
investors. The investment banks
works with big companies, giving
financial advice, raising capital by
issuing stocks or shares and bonds.
The Islamic banks are the ones that
offer interest-free banking.
Banking
43
44
Venture Capital
45