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contents page Group Members 1 Qualities of Good Business Letters Sample of Memo Sample of E-mail Sample of Business Letter PART A 2 - 6 Sample of Memo of Enquiry Sample of Email of Enquiry Sample of Letter of Enquiry Sample of Email Reply to Enquiry Sample of Letter Reply to Enquiry Sample of Memo of Procurement Sample of Email of Procurement Sample of Letter of Procurement Sample of Email Reply of Procurement Sample of Letter Reply of Procurement PART B ENQUIRY PROCUREMENT 7 - 16 Sample of Memo of Complaint Sample of Email of Complaint Sample of Letter of Complaint Sample of Email of Adjustment Sample of Letter of Adjustment Sample of Letter of Resignation PART C COMPLAINT 17 - 24 TABLE OF CONTENT

GROUP MEMBERS A'isyah binti Maskuri (2020898172) Ayu Athirah bintiYusminar (2020462408) Nur Aflah Amirah binti Norazman (2020621594) Nurul Ain Nabilabinti Osman Ali (2020859222) 1

Notes on Qualities of Good Business Correspondence Part A

Business letters: Meaning, qualities and layout. Your Article Library. (2016, February 5). Retrieved November 7, 2022, from https://www.yourarticlelibrary.com/business/letters/business-letters-meaning-qualities-andlayout/75906 Clarity Promptness Cheerfulness Courtesy Correctness Completeness Appropriateness Show the ideadirectlyandclearly Clear thinkingandsimple expression Simple sentence Containingall essentialpoints Completedetail Nogrammar mistake, error spelling, idiom and punctuation Politenessandbe courteous Createsgoodwill,and producesafavourable response Replythe letter the same dayit is received Never replyit late The tone, styleandlanguage shouldbe changedaccordingto the situation Positiveapproaches Optimistic note Friendlyandconvincingapproaches Reference 2

the Mind Tools Content Team By the Mind Tools Content Team, Team, the M. T. C., wrote, Y., wrote, A. V., & wrote, M. (n.d.). Writing effective emails: Getting people to read and act on your messages. Communication Skills from MindTools.com. Retrieved November 7, 2022, from https://www.mindtools.com/CommSkll/EmailCommunication.htm Properly addressed Should be dated Need to be precised Contain main objective and message Signed A concise,direct subject line A properGreeting Proper grammar, correct spelling Only essential information A clear closing Reference 3

MEMORANDUM Sample of Memo To : All employees in the marketing department. From : Wanda Maximoff, Head of Marketing Department. Date : 6 May 2021 Subject : Facilities update. I am writing to inform you that, over the next few weeks, part of our office area will be under construction to expand the kitchen area. As our company continues to grow, we feel it necessary to provide more communal dining space, and we are grateful to our facilities team for their hard work in making that happen. If you have any questions or concerns regarding the construction, you can reach my assistant Mrs. Emily. In the meantime, we are sorry for the inconvenience. In between the weeks of May 14 -June 15, please use the kitchen on the third floor if you need. We will also keep that kitchen stocked per usual with snacks and drinking water. Thank you for your understanding and cooperation. References: Indeed Editorial Team (2022, November 3). What Is Correct Memo Format? (With Template and Examples). Retrieved November 7, 2022, from https://www.indeed.com/career-advice/career development/memo-format . Caroline Forsey (2022, April 1). How to Write a Memo [Template & Examples]. https://blog.hubspot.com/marketing/how-write-memo . 4

SAMPLE OF EMAIL From : [email protected] Date : 11 March 2022 To : [email protected] CC : Subject : Appreciation for outstanding performance Dear Mrs. Cindy, We would like to express our appreciation and sincere gratitude for your hard work and dedication performance over the last few months. Your persistent efforts made the project what it is today, which produced the successful outcomes we were hoping for. On behalf of Rightway Company, we would like to formally thank you for your contribution and expertise in helping us deliver excellent results. You will continue to be an inspiration to the rest of the organisation. We are very grateful to have you in our company and we trust that your excellent performance will continue in the future. Thanks again for the outstanding and amazing performance. Best regards, John Wong John Wong HR Manager of Rightway Company References: Doyle, A. (2022, May 1). How to Format a Professional Email Message. The Balance. Retrieved November 2, 2022, from https://www.thebalancemoney.com/how-to-formatan-email-message-2061888 5

sample of business letter Sarah Loo San Angelo University 456 Main Street Los Angeles, 11800 033-3456-7890 [email protected] July 17, 2022 Brian Jane Human Resources Representative Abell and Woo 1234 Main Business Street Los Angeles, 11800 Dear Mr. Jane, It was with so much interest I read your job annoucement for a staff accountant listed with the Career Development Office at Angelo State University. I would like to be considered for this position with your organization. In October, I will graduate with an accounting degree from San Angelo University. My degree in accounting and my job-related experience at Able Accounting Services make me a strong candidate. My college course work enriches my work experience by focusing on the development of basic accounting knowledge, analytical abilities, and an exceptional attention to detail. In addition, I am a very excellent learner, representing in leadership positions in both my sorority and my fellowship. Kindly share my resume enclosed for your review. I would appreciate a time when we could meet to discuss the educational requirements for this position further. Thank you for your time and I hope to hear from you soon. Respectfully, ( Sarahloo) Sarah Loo Doyle, A. (2021). Business Letter Format With Examples. LiveAbout. Retrieved 3 November 2022, from https://www.liveabout.com/how-to-format-a-business-letter-2062540#toc-business-letter-sample-textversion References 6

Samples of Routine Business Letters (Enquiries & Procurement) Part B

To: Marketing Manager From: Karen Turner, General Manager Subject: Export of Jam and Jelly Recently, I visited the manufacturing plants at Tunisia and discussed with the production managers the possibility of increasing the production so that we can export these items to Western countries. They see no difficulty in doing so but before they take any define initiatives in this direction tion, they would like to have an estimate of the demand for our products in these countries. I request you to contact our agents quickly and let me know the estimate by the end of September. SAMPLE OF MEMO OF ENQUIRY 7

To: [email protected] Cc: Bcc: Subject: Information of the degree program in environmental of education Dear Mr Wong, I am Adam Smith and I called you yesterday regarding the details of the degree environmental education that is offered in your university. You wanted me to send an email with the questions regarding the course. I want to know when the course is opened and also about the job training that is offered by your university. Can student choose an desired internship. Are there any placements special offered to meritorious students and whether there is a provision forgiving a scholarship to low income students. It would be nice if a brochure could be delivered with all these details. Kindly send me the details at the earliest as I am planning to get started on the course that beginning as soon as possible. Thank you for taking time to answer my questions. I look forward to your response. Yours Sincerely, Adam Smith SAMPLE OF EMAIL OF ENQUIRY References: Business Inquiry Letter Sample. (2018). Lettersandtemplates.com. Retrieved December 9,2022 from http://www.lettersandtemplates.com/index.php?id=5 8

UG Enterprise No. 711, Sura Street, 23000 Dungun, Terengganu. 14 November 2022 Adam Technology Co. Ltd. 18, Aman Building, 43000 Kajang, Selangor. Subject: Letter of intent for purchase Dear Sir/Madam, I am writing this letter on behalf of UG Enterprise to enquire whether your company could offer the computer Model KRY131. Recently I saw your products demonstrated at Tech Festival earlier this year. I am very interested in that computer model since our company needs additional office equipment. Could you send us some information about the model and its pricing details. It would also be a great help if you could send me a catalogue of other model. We look forward to hearing from you soon. Feel free to contact me in case of any questions. Yours faithfully, Aisyah Head of Management Sample of Letter of Enquiry References: BYJU'S. Enquiry Letter - Format and Examples. Retrieved December 2, 2022, from https://www.indeed.com/career-advice/career development/memo-format . 9

To: FCC Aplication Precessing Branch From: Safety & Compliance Consulting Dear Sir, This is a response for your email message dated 7 December 2022. Thank your for your enquiry regarding the filed additional test >[email protected] To: [email protected] Subject: Purchase order of sports items Dear Sir/Madam, Thank you for sending the catalogues last week and on behalf of Johny Sports Sdn. Bhd., I am writing this email to place an order for the following products from your company. Below is the order list: We are in urgent rush for our annual year end production and we need these products within a month to meet our production target. We hope you may not miss our specified delivery target and thank you for your understanding and prompt service. Any further information about this purchase order, please feel free to contact me. Yours faithfully, James Procurement Officer Johny Sports Sdn. Bhd. References: Beckham, D. (2016, November 16). Request Letter for Purchase of Equipment, Goods, or Required Material. SemiOffice.com. Retrieved December 28, 2022 from https://semioffice.com/general-letters/request-letter for-purchase-of-goods/ 13

Mdm. Salina Purchase Manager Colour world No. 15 Jalan Anggun, 26000 Karak, Pahang 1 September 2022 National Paints Cch Ltd No. 11 Taman Baiduri, Jalan Loke Chin, 27850 Bentong, Pahang Subject: Order various paints. Dear Sir, Thank you for your quotation and the price list. We are glad to place our first order with you for the following items: Since the above goods are required immediately as our stock is about to exhaust very soon. We request you to send the goods through your “Motor” van as the carriage inward is supposed to be borne by you. We shall arrange payment within ten (10) days to comply with 5/10, Net 30 terms. Please send all commercial and financial documents along, with the goods. We reserve the right to reject the goods if received late. Yours faithfully, Salina Purchase Manager Colour world 5, R. A., 16, A. J. N., 26, D. S. J., & 5, O. M. (2022, September 19). Order letter sample and order Confirmation letter sample. Business Communication Article. Retrieved December 27, 2022, from https://www.businesscommunicationarticles.com/order-letter-sample-and-order-confirmation-letter sample/ References: 14

From: [email protected] To: [email protected] Subject: Approving application for different position Dear Sir, Thank you for applying for our open position and sending us your design samples. I reviewed your style and considered the issues you raised during our last discussion, particularly your reluctance to create new design samples for our review. I have received new design samples from over ten candidates since then, lending credence to their works. Eventually, I concluded that your samples were insufficient to help me reach a conclusion about you. So our company now has a new Chief Designer. However, if you agree, I would be happy to work with you in this company. Thank you for your interest in our company and we would be grateful if you agree to be a new Chief Designer. Yours faithfully, Nils Kuels HR Manager of Aespa Designers Sdn. Bhd References: Brooke, C. (2022, August 14). Reply Email Samplesfor Dif erent Situations(Several Examples). Business 2 Community. Retrieved December 28, 2022 from https://www.business2community.com/strategy/reply-email-samples-for-different-situations-several-examples-0484184 15

A.K Rahman National Paints Cch Ltd No. 11 Taman Baiduri, Jalan Loke Chin, 27850 Bentong, Pahang 6th September 2022 Purchase Manager Colour world No. 15 Jalan Anggun, 26000 Karak, Pahang Subject: Confirmation of Letter dated September 1, 2022. Dear Sir, We thank you for your order No. p-3-7 dated September 1, 2022 for various paints. The order is in the process of execution and it will be dispatched on 8th September, by our Motor van. We have taken special care for the quality and packing of the paints and we hope that you will find them highly satisfactory. We thank you again for your kind offer of the paints and hope that you will extend your similar co-operation in the future. With best regards Yours faithfully, A K Rahman Sales Manager National paints co. Ltd 5, R. A., 16, A. J. N., 26, D. S. J., & 5, O. M. (2022, September 19). Order letter sample and order Confirmation letter sample. Business Communication Article. Retrieved December 27, 2022, from https://www.businesscommunicationarticles.com/order-letter-sample-and-order-confirmation-letter sample/ References: 16

Samples of Bad Message Letters (Complaints & Resignation) Part C

Sample of Memo of Complaint MEMORANDUM To: All staff From: The manager Date: 22 February 2022 Subject: Inappropriate use of time on Google Doodle games It has come to my attention that many in the office have been spending time on the Google home page microgames. This memo is a reminder to use your work hours for work. According to a recent article, the estimated daily cost of people collectively playing these games instead of working is over RM12 million, which is calculated based on the daily average increased time spent on the Google home page. If these estimates are applied to our 500 office employees, this results in a nearly RM600 weekly loss. This is a conservative estimate considering the extensive discussions that occur about beating the office's current high score. The extra cost quickly adds up. Of course, we don't want you to view our organization as a place of drudgery and draconian rules. I encourage a fun and competitive environment, and I recognize that we certainly won't be profitable if you are unhappy or dissatisfied with your jobs. This is just a reminder to be careful with your use of company time. Thank you for your understanding and cooperation. Reference: studocu. (n.d.). Memo of complaint - Example of memorandum. Retrieved December 26, 2022, from https://www.studocu.com/ my/document/universiti-teknologi-mara/english-for-report writing/memo-of-complaint-example-of-memorandum/27772076 17

Sample of Email of Complaint From : [email protected] Date : 10 April 2022 To : [email protected] CC : Subject : Complaint on the late delivery Dear Jared Smith, I am writing to complain about the late delivery of the math workbooks I purchased on March 30. This late delivery resulted in the cancellation of a tutoring workshop I had scheduled for April 5. The salesperson I spoke to, Mary, promised a delivery no later than April 4, but the items did not arrive until April 8. Unfortunately, I had to offer refunds to each student, and the students could not attend an important tutoring session prior to their final exam. I contacted the delivery company for tracking early on April 5, but they could not provide me with any tracking information, which led me to believe it hadn't shipped yet. The service I received in-store was excellent, but the late delivery limits my trust in ordering from your company again. I would appreciate a response to how you plan to handle this issue by Tuesday, April 15, or I will look into contacting consumer agencies. Though it won't help the students who missed my training, an account credit can help make up for the money I lost in canceling. Attached, you will find my receipt and phone records for the follow-up call. I look forward to hearing from you soon. Sincerely, tina ford Reference: Indeed Editorial Team. (2022, May 27). How To Write an Email Complaint in 6 Steps (With Example). Retrieved December 26, 2022, from https://www.indeed.com/career-advice/career development/email-complaint 18

Sample of Complaint Letter 663, Jalan Melati, Taman Perindustrian Markis, 42300 Puncak Alam, Selangor 16th October 2022 Jumbo’s Department Store Jalan Pusing, 42300 Puncak Alam, Selangor Subject: Complaint about Faulty Handsaws On 5th September, we ordered and subsequently received one case of handsaws, model 85a. We paid for the order with check no 676, a photo of which is enclosed. When we decided to order these saws instead of model 76b, it was at the urging of your sales representative, Mr Hameed. He assured us that new saws were more durable and efficient than the older model. However, we have now had the saws on our sales floor for three weeks, and already six have been returned with broke teeth by extremely dissatisfied customers. We are therefore returning the entire order of 85a saws and would like to be refunded for their full purchase price plus shipping expenses. Yours faithfully, Danny Han Proprietor 19

To : [email protected] From : [email protected] Date : 20 January 2022 CC : Subject : Complaints about a trip on 10 January 2022 Dear Thomas, I would like to thank you for your email dated 15 January 2022, regarding the trip on 10 January 2022. We deeply regret that you are dissatisfied with our service. We investigated your complaint about the tour guide being late for the pick-up. The tour guide explained that he was forgot the time and stuck on traffic jammed. He has been issued an official warning not to do so again. We sincerely regret any inconvenience this has caused your company and the tourists. We will take every precaution to ensure that this does not happen again. You also mentioned in the email that the air conditioning system only worked intermittently during the bus ride, making the passengers uncomfortable. We sincerely apologise for this. It is due to a lack of maintenance. As a result, after the trip, we immediately examined and repaired the bus's air conditioning system and other components. We've also made it a point to inspect and repair the buses more frequently. Please accept our sincere apologies. I am sorry that we cannot agree on a refund of $2,050. Instead, we would offer all passengers a total of $1,025 in cash. Please accept our apologies for the inconvenience caused to your company and all passengers, and thank you for taking the time to write to us. If you have any further criticisms or suggestions, please do not hesitate to contact me at any time. We hope to serve you again in the near future and promise to provide our best services at all times. Yours sincerely, James Brooke References: Stephanie, 5C C. W. Y. (2015, March 4). An Email of Adjustment – Budding Writers 少年筆耕. BUDDING WRITERS. Retrieve December 17, 2022 from 20 https://www.carmelss.edu.hk/buddingwriters/archives/2007

Letter Granting the Claim 77, Besant Nagar Chennai 600 025 Chennai 24 August 2021 19 Janpath 111005 New Delhi Dear Sir, Thank you for your letter dated 19 August 2021. We are regret that a box of KRISP MARY BISCUITS was found damaged and its contents unfit for consumption. We have credited you with Rs 1172 as per request to replaced the damaged goods. The defect was due to carelessness of one of our packaging as now kept under suspension pending enquiry. We hope you will accept of apologies and continue to serve us. Yours Faithfully Azman Khan 21

Letter Rejecting the Claim LA Gadjet Emporium 1119 S, Vineyard Avenue Ontario CA91761 March 5, 2022 Mr. Yew Yong 47485 Elk River Rd Eureka CA 955501, Dear Mr. Yong, Thank you for the letter on February 22, 2022 in which brought the damaged beyond repair and we have taken the liberty of discarding it for you. In your letter you mentioned placing the peeler in the utensil basket of the dishwasher. The cleaning instructions that came with your LA Gadget Emporium purchase clearly explains that the cutting blade is removable and dishwasher safe. The cautionary note, printed in bold red ink, specifically wants against putting the entire peeler in the dishwasher. Gadgets of this sort are battery operated and may not be put through the extreme heat, wash and rinse cycles of dishwasher. I'm sorry that we are unable to replace your gadget. We hope you will accept of apologies and continue to serve us. Yours Sincerely Hakim Ali 22

Letter Offering a Compromise Document Makers 2329 Red Street Sale, MA 34588 March 10, 2022 Thomas Smith Drivers Co 3489 Greene Ave Olympiad WA 98502 Dear Mr. Smith I was very disappointed to read your letter of August 17 dealing with the issue of incorrect produced publicity leaflets. As someone who values your company, I am very sorry that I cannot find resolution of this problem. We are regret to say that unfortunately we cannot arrange appointments to re-take photos. We are indeed sorry to turn down your request. We are, however, sending you a 10% discount voucher for your next purchase. We hope this will now settle the matter to your complete satisfaction. Yours Sincerely Azrina Mohd 23

Gerard Butler Sales Manager 89 Spring Street Tacoma, Washington 18th November 2020 John Smith Senior Sales Manager ABC Ventures Dear Mr Smith, Kindly accept this letter as a formal notification that I am resigning from my position of Sales Manager for ABC Ventures, effective 5th December 2020. I have learnt so many things whilst I have been employed with you, all of which I will take with me into my future career. I will also sincerely miss being a part of such a magnificent group of people. I have accepted a position as Vice President, Manufacturing for LandLubber Industries in West Virginia. This opportunity gives me the chance to grow professionally and will allow us to relocate just a few miles from our families. Finally, I would like to wish your company continued success, and I very much hope we can stay in touch and on good terms in the future. Yours sincerely, Gerard (Gerard Butler) Letter Of Resignation 24

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