Practice material for Business Communication - Letter

1. Practical Writing – Letters
Letters 1
Sales letter
Q Consolidated Steel Mills Limited (CSML) is in the business of manufacturing and selling
steel products such as round and flat bars, girders and wires used for construction purposes.
Zenith Property Developers are currently executing several high-rise building projects in
Lahore and Islamabad and are major buyers of these products. CSML is keen to establish
business relations with Zenith as it would give a substantial boost to their business.
As Director Marketing of CSML, you are required to write a Letter to CEO of Zenith
Property Developers Limited offering to supply steel products for their projects.
Note:
(i) You may highlight at least three competitive strengths which give CSML a business
edge over its competitors. Assume necessary details to enhance the effectiveness of the
selling points in your letter.
(ii) Assume that your name is Abdul Hafeez
The address of your company is:
Consolidated Steel Mills Limited
E - 43 Main Avenue
SITE
Karachi 34500
The letter should be addressed to:
Chief Executive Officer
Zenith Property Developers Limited
K-48 Block -5
Gulberg
Lahore
Q. Sitara Bank Limited has recently launched a ‘Consumer Finance Scheme’ and Introduced
three new products covering car financing, home financing and credit card. Prepare a letter
addressed to all the existing and potential clients informing them about the new vision of
the company related to consumer financing. The letter is to be signed by Mr. Adnan Aslam,
Business Unit Head, Consumer Banking.
Donation letters
Q. Write a letter on behalf of Edhi Foundation to the President of Famous Bank Limited
requesting that the bank may host the Foundation’s Blood Collection Campaigns in
Karachi, Lahore, Peshawar and Quetta. The Blood Collection Campaigns would help Edhi
Foundation to collect blood donations from volunteers which would be provided to the poor
patients. The letter should contain requests for providing funds for purchase of transfusion
bottles and other necessary supplies, payment of daily allowances to doctors and medical
technicians and rental charges of tents, furniture, etc. besides providing bottled water,
orange juice and snacks to the donors.
Assume that your name is Saqib Ahmed and you are the Executive Director of Edhi
Foundation.
Q. The Good Hope Children Welfare Organisation, a reputable and well-managed NGO,
intends to implement two hospital projects for the ‘Street Children’ in Lahore and Karachi.
It is estimated that approximately 200,000 Street Children in both these cities are affected
with various diseases, including life-threatening diseases. Urgent measures are required to
address to this grave problem before the situation deteriorates further.

2. Practical Writing – Letters
Letters 2
You are required to prepare a persuasive message to be circulated to the prospective donors
seeking their help for this worthwhile cause. The message should incorporate the principles
of good communication for eliciting a positive response from the donors.
Address of NGO is:
The Good Hope Children Welfare Organisation, 250 Orangi Township, Workers
Avenue, Karachi 45678
Assume you are the Honorary Chairman of The Good Hope Children Welfare
Organisation and your name is Fazal Mahmood.
Persuasive message
Q. Two months ago, The Environment Protection Board had ordered the closure of your Paper
and Board manufacturing plant because it was discharging untreated effluent in the river
causing pollution and adversely affecting the agricultural lands in the area and damaging
the marine life in the river. This unit is one of the largest paper and board mill in the country.
The company has since taken necessary measures to rectify the problem. As the Chief
Executive Officer of the mill you are required to write a letter to the Director, Environment
Protection Board requesting that the factory may be re-opened to enable it to resume its
manufacturing operations.
You should emphasise that all necessary measures have been taken to resolve the problem.
You may make assumptions of any details/information that you may consider relevant to
substantiate your case for the re-opening of the mill.
Assume that the name of your Company is Sterling Paper and Board Mill Limited, Lahore
and you are Khalil Ahmed.
Q. The entire business of processing and marketing of Pure Water Co Limited (PWCL) has
recently been acquired by Clearwater Limited (CWL), a US-based multi-national
corporation. PWCL is a domestic company established in 1995 and, has over the period,
created a reputation as a supplier of superior quality product with a highly efficient and
reliable distribution network in Karachi. Approximately, 1200 PWCL customers are the
large corporate entities and affluent households who are not only extremely conscious of
the quality of water they consume, but are also willing to pay premium prices for the
uninterrupted and reliable delivery of water at their premises. Consequently, any
breakdown in supplies would drastically affect the water consumption habits of these
customers who may switch-over to other suppliers vying for this highly lucrative segment
of the market. These 1200 customers account for 80-85 per cent of PWCL’s total turnover.
CWL’s decision to acquire the business of PWCL at a substantial goodwill was based
largely on the retention of this established and lucrative customer profile. In the intervening
period of change of management and replacement of PWCL’s empty/filled bottles, there
were considerable disruptions in supplies. This has created resentment among the important
customers who have threatened not only to switch-over to other suppliers, but also claim
refund of deposits for the emptybottles retained byPWCL. This threat, if carried out, would
adversely affect CWL’s business and cause huge losses.
As Director Marketing of CWL, you are required to write a persuasive letter to be issued
to the important customers, apologizing for the inconvenience and assuring them that such
disruption in supplies would not occur in future. Also state, that as a gesture of goodwill,

3. Practical Writing – Letters
Letters 3
supplies of water equivalent to the previous two weeks consumption would be provided
free-of-charge to the customers.
Q. You are the manager of Elegant Furnishers which manufactures superior quality furniture
exclusively for the high-end of the market. Your customers belong to the affluent class who
prefer to change the décor and style of their residences at regular intervals and purchase
furniture of latest contemporary designs and fashions. Each individual client is important
and you would go to any lengths to retain the goodwill of these customers. Most of your
customers have close social interactions and adverse comments by even a single customer
may result in loss of business from other customers.
Mr. Zaman Khan, who is your valued customer, has complained that the quality of the
furniture purchased by him amounting to Rs two million is not satisfactory. The quality of
wood used is substandard and the workmanship of polishing of the furniture is poor. He
has expressed his disappointment and asked you to replace the entire furniture.
You are required to write a letter to the customer to convey your apologies for the
inconvenience caused and offer to undertake the polishing and other works at your cost to
the entire satisfaction of the customer. Your letter should be worded politely and convey
the message that customer satisfaction is very important for you.
Assume that your name is Muhammad Sadiq.
Q. You work as a secretary in a construction company by the name of ‘Sufi Builders’. Write
a letter to all your customers, informing them that the previously agreed upon prices of the
apartments booked by them, have been revised upwards by 20%. Also inform them that
they are required to pay the differential amount at their earliest in order to acquire the
ownership of the apartments by January 05, 2006.
Complaint letter
Q Prestigious Electronics is a large electrical appliance store. Last week you visited the store
to buya Microwave Oven. The salesman showed you one of the popular brands which were
currently on display. Unfortunately, the Oven was the only piece available at the store and
had some scratches on it. You placed an order with the salesman for a fresh piece of the
product which he promised to send you the following week from the warehouse. On receipt
of the Microwave Oven you discovered that it was the same piece with scratches which
you had seen at the store.
You are required to write a letter to the Store Manager complaining about the inconvenience
caused to you and asking him to either replace the product or refund the amount that you
have paid. Your letter should be brief and politely worded. Assume necessary details to
ensure speedy adjustment of your complaint.
Imagine that your name is Anjum.
Q. You recently purchased a Laptop from TAYYAB ELECTRONICS. After one week of use,
the machine started malfunctioning. The screen resolution became poor, graphical and
numerical functions gave wrong results. You returned the machine with a replacement
request. Three months have passed but despite many phone calls you have not received any
response. The warranty period ends one week later. Write a letter to Manager Sales
complaining about the situation and asking for an immediate resolution of the situation.

4. Practical Writing – Letters
Letters 4
Adjustment/claim letter
Q. Reliable Computers Limited has recently imported 1200 computers from Taiwan. The
consignment packed in 12 pallets was shipped through Eastern Freight Airways. On
examination of the packages, the Consignee has found that 200 computers have been
damaged due to mishandling by the loading staff. The computers have been damaged
beyond repairs and have to be considered as a total loss.
As Manager Imports, you are required to draft a Claim Letter to Eastern Freight Airways
describing the problem and making a strong case for compensation. The Claim Letter
should contain all pertinent information necessary to make a well-substantiated claim for
compensation. Assume that your name is Khalil Ahmed.
Q. Last summer you purchased by mail order from a Company an Executive 900
microcomputer for home use. The microcomputer is a QuadCore with 8GB of RAM. You
purchased this microcomputer primarily for its speed. While using a statistical package on
the Computer, you found that it does not make the calculation faster than a Pentium
microcomputer you replaced. Write a letter to the Company explaining that you want to
return the microcomputer and be refunded Rs.35,000/- that you paid for it. Supply any
additional details that are necessary to make a complete claim letter.
Bad news message
Q. The Dean of Concord School of Management Sciences (CSMS), a prestigious educational
institution, has requested the President of Jupiter Insurance Company Limited to accept
five final year students as interns during the summer holidays. As the Public Relations
Officer of Jupiter Insurance Company Limited, you have been directed to write to the Dean
stating that it would not be possible to provide internship facility this year. You may offer
any reasons for not acceding to the Dean’s request. However, your letter should be worded
in a courteous tone as CSMS not only provides substantial business to your company but
also because the Dean wields considerable influence and respect in the business and
professional circles.
Assume that your name is Abdul Samad.
Q. The Selection Committee of Atlas University of Engineering reviewed 35 applications for
the position of Head of Metallurgy Department. After two rounds of eliminations, the top
three candidates were invited for the final interviews in which the Committee met with each
candidate for one hour. The top three candidates were then invited to the campus to meet
and exchange views with the key faculty members and the students’ representatives.
The Committee finallyrecommended the selection of Dr. Jamil Ahmed who has a doctorate
in metallurgy from a prestigious university.
As Secretary of the Selection Committee you are required to write a letter of approximately
150 words to the candidates who were eliminated in the first two rounds, advising them
that they will not be receiving offers of employment. This letter should be addressed to:
Mr. XYZ
Plot No. F- 4000
North Nazimabad, Block 5
Karachi - 12345

5. Practical Writing – Letters
Letters 5
Note:
(i) Identical letters will be sent to the applicants who were eliminated in the preliminary
rounds at their respective addresses.
(ii) Assume your name is Khalid Khan.
Circular letter
Q Superb Fans Limited (SFL) are manufacturers of a wide range of electrical fans and have
been acknowledged as a key player in the market due to the elegant design, durability and
reliable performance of its products. Since the past two years, SFL has been affected by
decline in domestic demand, fall in exports due to global recession and rising prices of its
essential raw material inputs. This has caused a drop in sales revenues and increase in costs
resulting in sharp erosion of the company’s profitability. The board of directors has decided
to strictly curtail all expenditures, including freezing of salaries, reduction in fringe benefits
and withdrawal of loan facilities to employees.
In your capacity as Chief Executive Officer of SFL, you are required to write a Circular
Letter addressed to the staff explaining the circumstances which have forced the company
to adopt stringent austerity measures. Also inform the staff that the SFL would avoid layoff
of its employees as they have made invaluable contributions towards the company’s
achievements.
The Circular Letter should apprise the employees that the hardships would be overcome
and the situation would change with the improvement in the economic conditions.
Assume that your name is Zahid Awan.
Q. As CEO of Earnest Pharmaceuticals Limited you have today concluded marathon
negotiations for the merger between your Company and Zenith Pharmaceuticals Limited.
You would like to inform your employees about the merger, before the announcement is
made public. The merger agreement contains a number of detailed clauses. At this stage,
you would like to inform the employees of only the significant aspects of the merger.
Draft a Circular Letter containing between 150 - 200 words, to be addressed to the
employees in all cadres informing them of the circumstances which have led to the merger.
They should also be informed of the imminent lay-offs to cut costs and revisions in
seniority, pay packages and perquisites of the retained employees. The letter should also
apprise the employees that important developments would be disclosed as they unfold from
time to time.
Assume that your name is Shahid Ahmad.
Good news message
Q. Safe and Swift Transport Company Limited (SSTCL) is an affiliate of a worldwide group
engaged in the business of door-to-door transportation of goods. The Company has a fleet
of 300 trucks in Pakistan with offices in all the important cities and towns. The Company
has highlyskilled and competent truck drivers, loaders and other support staff on its payroll.
SSTCL takes pride in the quality of its prompt, safe and efficient services for which it
charges premium freight rates as compared to other goods transport companies.

6. Practical Writing – Letters
Letters 6
Consequently, its clientele includes foreign embassies, top-tier national and multinational
companies, besides high net-worth individuals who value the quality of reliable services
offered by SSTCL.
Mr Robert Smith, a senior consular in a foreign embassy in Islamabad has lodged a
complaint that his valuable 60 inch Plasma TV which was booked from Karachi to
Islamabad under Freight Bill No 4896 dated January 28, 2008 has been damaged and is a
total loss. The carton containing the television had the following distinctive markings:
“Fragile – Handle with Care.”
Mr Smith has lodged a claim of Rs 100,000 for the loss of his TV. Mr Smith, through his
Consulate, provides substantial lucrative business to SSTCL on a regular basis.
In your capacity as Director of Operations of SSTCL, Islamabad, write a polite letter to the
customer, offering apologies for the mishap and undertaking to pay compensation for the
loss immediately. Also state that you will make full investigation in the matter and assure
the customer of your continued safe and efficient services in future.
Inquiry letter
Q. Write a letter to ABC Furnitures to inquire about the availability of the latest smart
furniture.
Q. Write a letter to three five star hotels to inquire about the availability of facilities for holding
an international conference with two hundred delegates from around the world.
Order letter
Q. Write a letter to ABC Furnitures to place an order of the the latest smart furniture you
inquired earlier.
Q. You are installing a new computer system in all your bank branches. You have to place an
order with the largest computer supplier in the country. You may assume any detials.
Follow-up letter
Q. The furniture you ordered has not been deliverd to you yet. Write a follow-up letter to ABC
Furnitures.
Q. You were awarded a scholarship by an NGO promoting education. They promised to issue
the scholarship confirmatin by end of March, three months are gone but you received no
response. Write letter to follow up the matter.
Acknowledgment letters
Q. ABC Furnitures has deliverd the furniture you orderd, acknowledge the delivery.
Q. You are a bank and got into some litigation, your competitor bank supported during the
proceedings and helped you to win the case. Write a letter to acknowledge their support.

7. Practical Writing – Letters
Letters 7
Letter of recommendation (reference letter)
Q. Your student asked you to write a letter of recommendation for admission in a foreign
university. The letter must highlight the traits of the student.
Q. Your former employee has requested you to write a letter recommending him/her for the
post of Sale Manager in a Multinational Corporation.
Resume / CV
Q. Prepare your resume using chronological and functional formats.
Cover letter / Job application
Q. You are applying for the post of senior computer programmer, write a cover letter to
highlight your strenghts.
Letters of resignation
Q. You are resigning from your current post and joining another organization. Submit your
resignation to your boss.