BUSINESS COMMUNICATIONS

I. TELEPHONING

Task 1. Find the suitable missing words or phrases to fill in the following telephone
conversation.

A: Good morning, Olympia Shipping. May I 1. help you?

B: Yes, good morning. This is Alice Stillman, I 2. would like to speak with Sven Jannsen,
please.
A: One moment please. I am sorry, but Mr. Jannsen is out of the office right now, can I 3. send
him a message?
B: Yes, please. Would you 4. tell him that we need to reschedule our meeting for tomorrow? I
have a conflicting appointment that I can’t change.
A: Of course. I’ll let him 5. know that you have a conflicting appointment tomorrow that you
cannot change it, is that correct Ms. Stillman?
B: Yes, that is correct.
A: And may I 6. ask for your number please, Ms. Stillman?
B: Yes, I am at 422-5692, that’s Hanson Furniture Company.
A: That’s 422-5692. Is there anything else I 7. can help you with, Ms. Stillman?
B: No, 8. thank you. That’s all I needed. Bye bye.
A: Good bye, Ms. Stillman.1

Task 2. Use the following chart to make a complete telephone conversation. If you need to
refer to the Language Checklist on the following page.

Caller Receptionist

1. ”Good morning, Welsh and Rossler.”

2. Introduce yourself

3. Ask to speak to Mr. ... 4. Mr. ... is not in.

5. Ask when you can contact him 6. Explain he is away and offer to take a
message.

7. Leave the message. You want Mr... 8. Confirm the information

to call you. Repeat your name. Give
your number.

9. End call 10. End call.

1
See also http://www.businessenglishebook.com/business-english-lessons-activities/business-english-taking-
messages-lesson/
1. Good morning, Welsh and Rossler.
2.Good morning, this is Jack Edway calling on behalf of Lockheed Martin.
3.I’d like to speak to Mr. Joe, please.
4. I’m sorry, but Mr. Joe is not available right now.

5. No problem, when can I talk to him then?

6.Unfortunately, Mr. Joe is abroad right now. Would you like to send him a message for you?

7. That would be great! Can you tell him please that the airline tickets are still available for him
to pick them up? And before that, he should call Amy Wattson at 464-5698.

8. Understood. Anything else I can help you with Mr. Edway?

9. That would be all, thank you! Have a nice day!

10. A nice day to you too!

Task 3. Roleplay the following customer telephone situations. Take turns to be the caller
and the secretary. Use the Language Checklist below to help you.
 A customer wants to contact the Sales Department about a delayed order. The
secretary puts him through.
 A client wants to speak to Mr. Jones about a mistake in his/her invoice. Mr Jones
is not in, the secretary takes a message.
 Eric Blunt phones on behalf of his boss, Mr. Adams, to postpone a meeting. The
secretary arranges for a convenient date.
 Philip Doggers wants to make an appointment for a job interview. The secretary
takes his number and assures him that she will call back after she has spoken to
her boss.

LANGUAGE CHECKLIST2
Telephoning

Introducing yourself Taking a call

 Good morning, John.  X speaking. Can I help you?

 Hello, this is .... from.... .
 Hello, my name’s ....calling from.... . Asking for a name / information
 Hello, my name’s ...., I'm calling on
2
See also S. Sweeney, 1997, p. 39.
 behalf of Mr. X ...  Who's calling please?
 Who's speaking?
Saying what you want  Where are you calling from?
 Are you sure you have the right
 I’d like to speak to ...., please.
number / name?
 Could I have the .... Department,
please? Asking the caller to wait
 Is ... there, please?
 I’m ringing to ...  Hold the line please.
 I need some information about ....  Could you hold on please?
 Just a moment please.
Making arrangements
Connecting
 Could we meet some time next
month?  Thank you for holding.
 When would be a good time?  The line's free now, I'll put you
 Would Thursday at 5 o’clock suit through.
you?  I'll connect you now  / I'm connecting
 What about July 21st? you now.
 That would be fine.
 No, sorry, I can’t make it then. Saying someone is not available
 Sorry, I’m too busy next week.
 I’m sorry he/she is not available ... .
Changing arrangements  Sorry, he/she’s away / not in / in a
meeting / in London
 We’ve got an appointment for next  I'm afraid the line's engaged. Could
month, but ... you call back later?
 I’m afraid I can’t come on that day.  I'm afraid he's in a meeting at the
 Could we fix an alternative? moment.
 I'm sorry. He's out of the office
Leaving messages today. /
He isn't in at the moment.
 Could you give him/her a message?  I'm afraid we don't have a
 Can I leave him/her a message? Mr./Mrs./Ms/Miss. ... here
 Could you ask him/her to call me  I'm sorry.  There's nobody here by that
back? name.
 Please tell him/her to ring me on ....  Sorry.  I think you've dialled the
 Could you tell him/her that I called? wrong number./
I'm afraid you've got the wrong
Ending a call number.
 Right. I think that’s all. Taking a message
 Thanks very much for your help.
 I look forward to ... seeing you / your  Can I take a message?
call/ your letter / your fax / our  Would you like to leave a message?
meeting.  Could you give me your name please?
 Could you spell that please?
 What's your number please?
 Can I take a message?
 Would you like to leave a message?
 If you give me your number, I’ll ask
him/her to call you later.

Telephone problems

 The line is very bad ...  Could you

speak up please?
 Could you repeat that please?
 I'm afraid I can't hear you.
 Sorry. I didn't catch that.  Could you
say it again please?

Offering to help in other ways

 Can anyone else help you?

 Can i help you perhaps?
 Would you like to speak to his
assistant?
 Shall I ask him to call you back?

Asking for repetition

 Sorry, I didn’t catch your name /your

number/ your company name, etc.
 Sorry, could you repeat your name /
number, etc.
 Sorry, I didn’t hear that.
 Sorry, I didn’t understand that.
 Could you spell that / your name,
please.

Confirming information

 So ...
 Okay, I’ve got that now.
 To confirm that ...
 Can you ? Can I confirm that by fax?
4. A. Mrs. Monica speaking. How may I help you?
B. Hello, my name’s Eric Blunt, I’m calling on behalf of Mr. Jones. I would like to
postpone a meeting from March 25 2020 because of some technical difficulties.
A. No problem, March 28 would be a suitable time for you?
B. That would be great, thank you! Have a nice day!
A. A nice day to you too!

II. MEMOS, FAXES AND E-MAILS

Task 1. Discussion
a. How often do you use electronic mail?
b. Have you ever sent a fax?
c. Have you ever received a memo?
d. Which form of business communication do you find more effective?

Task 2. READING
MEMOS, FAXES AND E-MAILS
Memos, faxes and e-mails are quick, easy and effective ways for a company to communicate
internally. Although they are very different types of correspondence, they have in common the
fact that they give busy readers information quickly, focusing on the day-to-day activities in a
company – sales and product information, policy and schedule changes, progress reports, orders,
troubleshooting problems, etc. Also, they are less formal than the business letters or the reports.
They use a conversational style of writing and can use the jargon and abbreviations.

Memos
The chief function of a memo is to record information of immediate importance and interest:
announcing a company policy, alerting readers to a problem or deadline, reminding readers about
a meeting, and so on. Memos are important tools for companies and reflect company politics,
policies, and organization. They are sent down the administrative ladder from executives to
middle managers to employees and up the ladder from employees to supervisors.

Faxes
Faxes are still widely used in business. They are particularly useful for sending copies of
documents and graphics. Always include your phone number on your fax in case the recipient
needs to verify your message or has trouble receiving the fax. Remember that the confidentiality
of faxes is difficult to safeguard; unless the recipient has his or her own secured fax machine,
anyone in the receiving office can read your fax. 3

E-mail

3
Philip C. Kolin, 2017.
 E-mail has revolutionized the way messages are sent and received in the business world
as it meets the needs of the fast pace of business and society. There are advantages and
disadvantages to its use. Speed and convenience are the primary advantages, while lack of
privacy and security are its disadvantages. There are those in the business world who frown on
the use of e-mail because of its informality. The number of errant e-mails and “junk mail” that
have caused embarrassing situations for employees can attest to the opinions that it is an
inappropriate form of correspondence. Therefore, use e-mail cautiously and courteously.
Within a business, e-mail is primarily used to communicate internally, providing the user
with the convenience of reaching many people quickly and simultaneously. It can be used to
send notices to departments, update team members on a project or inform employees of benefits
information or training opportunities. While humor and informality can be acceptable in this type
of correspondence, the e-mail is strictly a tool for quick communication.4

Task 3. Post-Reading Questions

a. What do memos, faxes and e-mails share in common?
They have in common the fact that are quick, easy and effective ways for a company to
communicate internally

b. What is the main function of a memo? How is it transmitted?

The main funcion of a memo is to record information of immediate importance and interest.
They are sent down the administrative ladder from executives to middle managers to employees
and up the ladder from employees to supervisors.

c. What are faxes mainly used for?

Faxes are mainly used for sending copies of documents and graphics.

d. What are the disadvantages of sending e-mails?

Lack of privacy and security are the disadvantages of sending e-mails.

Task 4. This memo is used by a supervisor to set up a series of meetings and to announce
the first scheduled meeting. Choose a suitable heading (1-4) for the main parts of the memo
(A – D).

Headings:
1. Confirmation of Date, Time and Place
2. Send/Receive/Subject Information
3. Closing & “Signature”
4. Announcement of Meeting

A. To: Department Managers

(2 From: C. Jarrett
) Subject: Budget Meetings

We will be meeting to plan the capital budgets for the coming year. I expect it will
take three to four meetings for us to get the numbers on the table and then work it
4
J. A., Carey, J. Dugger, 2002, p. 234.
 B. all out to the final projections.
(4
) The first meeting will be held on November 2nd at 10 a.m. in the conference room.
We will set the remaining meeting dates/times during this first one. Bring your
department’s budget projections and be prepared to explain how your department
C. will contribute to the company’s cost-cutting drive.
(1
) Thanks,
Carl

D.
(3
)

Task 5. Considering the above example, write a memo to your classmates announcing a
meeting for those interested in an Erasmus scholarship. Make sure you follow the example
above.

To: “Mircea cel Batran” Naval Academy senior students

From: Edway Tatch
Date: March 25
Subject: Erasmus scholarship

I write this message to inform you about the Erasmus scholarship. I look forward to meet
everyone in big numers.

The meeting will take place on June 15, at 10 a.m., in the conference room of “Mircea cel
Batran” Naval Academy. There is going to be an open talk and if you have any question this will
be the time to discuss them. We look forward to meet you.

Thanks,
Edway

Task 6. Read and discuss the following two faxes.

A. The first fax is from Lynk & Co, who received a damaged consignment and were told by
their supplier, Mr Causio, to return it.

P. Lynk & Co. Ltd

Nesson House, Newell Street, Birmingham B3 3EL

fax
 TO: D. Causio FROM: K. Pane,

PHONE: 021-327 5385 PHONE: 021-876 5432

SUBJECT: damaged delivery DATE: 24 January 2016

Urgent [X] Please Reply [ ] For Review [ ]

COMMENTS:
Dear Mr. Causio,
This is an urgent request for a consignment to replace the damaged delivery that we received,
and about which you have already been informed. Please airfreight the following items: Cat.
no. Quantity PN40 60 AG20 75 L28 100
The damaged consignment will be returned to you on receipt of the replacement.

Yours sincerely,
K. Pane, Chief Buyer

B. The second fax is from a sales representative, who needs something to be done urgently
by his Head Office.
MANSON OFFICE SUPPLIER LIMITED
Canal Street, Manchester M12 4KQ

fax
TO: Sue Bresson FROM: Nick Manson

PHONE: 021-924 5385 PHONE: 021-716 0274

SUBJECT: more samples needed DATE: 15 May 2016

Urgent [X] Please Reply [ ] For Review [ ]

COMMENTS:
Sue,
I've been in Bournemouth now since yesterday, and our clients seem to be most enthusiastic
about our new range of notepaper. Can you send some more samples and about twenty more
catalogues? Please send them Datapost, then I'll definitely get them tomorrow.
Also, just to let you know I'll be in Norwich on Thursday 18th and Friday 19th, and back at the
office on Monday.

Thanks, and see you next week.

Task 7. Discussion
Compare the styles of the two faxes. How are they different? How does the style change
according to the writing situation?

The first difference between the previous texts is that in the first one we read about a
request for replacing the damaged delivery, while in the second one about a request for more
producs. Furthermore, the first fax is written in a formal style, whereas the second one is written
in an informal style. When there is no need for a formal style and we are accustomed with the
person, like talking with a friend, we use the informal style. When there is a more serious matter,
we will use the formal style.

Task 8. Mrs Watson works in the Sales Department. This morning she received three
important faxes from customers. Unfortunately, they got mixed up with some waste paper
and were fed into the shredder. She has managed to recuperate some of the pieces. Can you
help her to sort out and then recreate the original messages. She remembers that there was
an enquiry from a Mr Benn, a fax about a late payment from a Mrs Walsh and a complaint
from a Mr Smith.5
1. Enquiry from a Mr. Benn (1)
2. A fax about a late payment from a Mrs. Walsh (2)
3. A complaint from a Mr. Smith (3)

discount on large
orders (1)
pay by draft at 90 days
(2)
another invoice as overdue
soon as possible (3) payment (2)
We informed our bank to make a transfer
immediately (2)
In reference to your
reminder (1) discrepancy between the amount invoiced
I am afraid to inform you that and the reality (3)
(2)
Would it be
possible (1) deliver the goods within two weeks
(1)
We apologize for (2)

1. Enquiry from a Mr. Benn

BENN OFFICE
Summer Street, Berlin M13 4KQ

5
http://tefl.teacher.pagesperso-orange.fr/writing.pdf
fax
TO: Isabela Young FROM: Tim Benn

PHONE: 021-924 5384 PHONE: 021-716 0273

SUBJECT: Salt DATE: 15 March 2020

Urgent [X] Please Reply [ ] For Review [ ]

COMMENTS:
Dear Mrs. Young,
I’m writing in reference to your reminder about ordering food supplies. Would it be possible to
make a discount on large orders? I am interested in buying a huge quantity of salt, due to
manufacturing demands. Furthermore, can you deliver the goods within two weeks? I need
them as soon as possible.

Thank you,
Tim Benn

2. A fax about a late payment from a Mrs. Walsh

KIM WALSH OFFICE
Blueberry Street, Ohio B4

fax
TO: Anna Watson FROM: Kim Walsh

PHONE: 021-967 5114 PHONE: 021-722 0857

SUBJECT: Late payment DATE: 10 March 2020

Urgent [X] Please Reply [ ] For Review [ ]

COMMENTS:
Dear Mrs. Watson,
I’m afraid to inform you that we have an overdue payment, due to some internal issues. I have
to say that we informed our bank to make a transfer immediately and we will pay by draft at
90 days. We apologize for the inconvenience and we hope that the situation will be solved as
soon as possible.
Thank you for understanding.

Yours sincerely,
Kim Walsh

3. A complaint from a Mr. Smith

JOHN SMITH OFFICE
Rose Street, Bucharest R7

fax
TO: Anna Watson FROM: John Smith

PHONE: 021-665 5164 PHONE: 021-810 0422

SUBJECT: Pillows issue DATE: 16 March 2020

Urgent [X] Please Reply [ ] For Review [ ]

COMMENTS:
Dear Mrs. Watson,
I am writing this fax to complain about the discrepancy between the amount invoiced and the
reality, regarding last week’s pillows order. I ordered 10 pillows and I received just 5 of them.
Furthermore, I paid for all 10, so I expect another invoice as soon as possible or the other 5
pillows.

Yours sincerely,
John Smith

Task 9. Below there is an example of a e-mail written by Jane Jones as a follow-up for
a job interview. Read the text carefully and then try to write an e-mail in which Jane
tells her best friend Mary how the interview went.
 Send To… Joan.smith@company.com
Cc…
Accoun Bcc…
t
Thank you – Assistant Account Executive Interview
Subject
Dear Ms. Smith,

It was very enjoyable to speak with you today about the assistant account executive
position at the Smith Agency.

The job seems to be an excellent match for my skills and interests. The creative
approach to account management that you described confirmed my desire to work
with you.

InSend
addition To…
to my enthusiasm, I will bring to the position strong writing skills,
marysmith@yahoo.com
assertiveness,
Cc… and the ability to encourage others to work cooperatively with the
department.Bcc…
Accoun
t
I appreciate the time you took to interview
Interview review me, I am very interested in working for
you and
Subject look forward to hearing from you regarding this position.
Dear Mary,
Sincerely,
Jane Jones
Hello! How are you lately? I hope you’re feeling well. I’m writing this message to
____________
express my feelings about the interview.
Jane Jones went smooth. Ms. Smith, who interviewed me, was very kind and
Everything
janejones@gmail.com
friendly, and asked me things about my experience, my skills and my capacity to
(555) 555-5555
work with people. I convinced her that I am wery suitable for this position and that
creativity and perseverance are two of my best qualities.

What about you? I haven’t seen you since forever. I can’t wait for your response.
Also, if you have some free time, I’ll be glad if you want to come over for few days.
If you’ll come, just let me know. And don’t forget, crossed fingers for my new
possible job!

Kisses,
Jane

____________
Task
Jane Jones 10.
janejones@gmail.com
(555) 555-5555
Request for Appointment
 The following e-mail is used by a salesperson to set up appointments and to announce
his schedule. Unfortunately, it got mixed up. Put the e-mail in a logical order. You
may use the following headings as guidelines:

1. Salutation
2. Request for Appointment
3. Benefit
4. Added Service
5. Complimentary Close
6. Typed Name / Title
7. Postscript

A. (3) I have enclosed our latest catalog. Please note the items in yellow highlight.
They are special values or new products that A-1 Cleaners will want to take
advantage of now.

B. (5) Sincerely yours,

C. (7) P.S. See page 68 of our catalog for a great value on our most-ordered product
choice!

D. (1) Dear Ms. Montgomery,

E. (6) Douglas James

Sales Representative

F. (4) I will contact you later this week to schedule an appointment. If you need to
get in touch with me, call me at 800-555-9047. I look forward to talking with
you. Thank you for your continued business.

G. (2) I will be in Lincoln on February 3 rd and would like to meet with you at your
office to discuss cleaning supplies you may need in the second half of the year.
III. BUSINESS LETTERS

Business letters are crucial to the success of every professional. Effectively written letters
can increase the quality of working relationships and the quantity of business one can attract.
There are many parts to a business letter — some required, some optional. The parts of a
business letter follow:
1. Letterhead or Heading
2. Date
3. File Number (optional)
4. Confidential (optional)
5. Inside Address
6. Attention Line (optional)
7. Salutation
8. Subject Line (optional)
9. Body of the Letter
10. Complimentary Close
11. Signature
12. Added Information (optional)
13. Postscript (optional)
14. Mailing Instructions (optional)
Task 1. In the following business letter example, decide which of the above listed parts were
used.
Capital Supplies
8995 Camden Rd. • Williamsburg, WI 63094 (1)
October 2, 2016 (2)
Lance Smith, Director
Terrance Trucking
P.O. Box 4440 (5)
Houston, TX 34598-4440

Dear Mr. Smith, (7)

Thank you for your conscientious service. All 15 of your last shipments have arrived
undamaged. We have never contracted with a supplier with as fine a record as yours. We
appreciate the extra effort it takes to ship our order intact and on time.(9)

Ted McCracken and Bob Smiley have delivered these shipments to our loading dock
supervisor. I have attached copies of logs for your review. Note that the unloading time is
approximately half of that from other shippers for a similar load. Ted and Bob frequently help
our crew unload the crates. This additional service always comes with an exchange of jokes.
Our crew collects laughs to compete with your drivers! (9)

Doing business with your organization is a pleasure. You save us money by eliminating
shipping waste and time by providing efficient drivers. Please accept the enclosed certificates
of merit to Terrance Trucking, Ted and Bob, with our appreciation. We are confident in
referring our customers and vendors to Terrance Trucking for their shipping needs. (9)

Sincerely, (10)

Cala Reginald (11)

CLR:mjk
Enc. (10)

Task 2. Pair work

Student 1. Write a letter to Vodafone. Complain about one of its products. Ask for a
refund. Show your partner your paper. Correct each other’s work.
Student 2. Write a letter of apology to the customer. Explain why you cannot give a refund.
Show your partner your letter. Correct each other’s work.
Use the Useful Phrases and Vocabulary for Writing Business Letters on the following page to
help you.
LETTER OF COMPLAINT

Dear Sir/ Madam,

I am writing this letter to complain about the headphones that I received. They do not work
properly.

First of all, the package arrived with delay, after the date it was expected. Note that is was
ordered on 02nd of May and it should had arrived until 12 th of May, but I received it on 05 th of
June. Furthermore, when the headphones arrived, an earphone was damaged. When I called the
Vodafone manager, he assured me that the inconveniences will be solved.

Secondly, the headphones does not work properly. The sound is distorted . Today is 20 th of June
and my problem is still not solved. You have shown lack of seriousness and disinterest about
your customers.

To sum up, I demand a full refund and apologies from your company.

Yours faithfully,
Ray Gordon

LETTER OF APOLOGY
Dear Mr. Gordon,

We would like to apologize about all the inconveniences experienced from our company.

Furthermore, we dismissed the Vodafone manager who has not fulfilled his duties. The
company’s policy is that every problem encountered by our customers should be the manager’s
duty to try and help you solve it.

Secondly, a refund would not be possible because of our company’s policy, but we can guarantee
that we will replace the old headphones with brand new ones. Furthermore, we will offer you a
20% discount as a gift card and 4 months HBO GO free subscription.

Once again, please accept our apologies. If we can be of any further assistance, please let us
know.

Sincerely,
Bella Kile

USEFUL PHRASES AND VOCABULARY FOR WRITING BUSINESS LETTERS

Salutation
• Dear Mr. Brown
• Dear Ms. White
• Dear Sir
• Dear Madam
• Dear Sir or Madam
• Gentlemen

Starting
•  We are writing
- to inform you that ...
- to confirm ...
- to request ...
- to enquire about ...
• I am contacting you for the following reason...
• I recently read/heard about ..... and would like to know ....
• Having seen your advertisement in ..., I would like to ...
• I would be interested in (obtaining / receiving) ...
• I received your address from ----- and would like to ...

Referring to previous contact

Thank you for your letter of March 15.
• Thank you for contacting us.
• In reply to your request, ...
• Thank you for your letter regarding ...
• With reference to our telephone conversation yesterday...
• Further to our meeting last week ...
• It was a pleasure meeting you in London last month.
• I enjoyed having lunch with you last week in Tokyo.
• I would just like to confirm the main points we discussed
 on Tuesday.

Making a request
• We would appreciate it if you would ...
• I would be grateful if you could ...
• Could you please send me ...
• Could you possibly tell us / let us have ...
• In addition, I would like to receive ...
• It would be helpful if you could send us ...
• I am interested in (obtaining / receiving) ...
• I would appreciate your immediate attention to this matter.
• Please let me know what action you propose to take.

Offering help
• Would you like us to ...?
• We would be happy to ...
• We are quite willing to ...
• Our company would be pleased to ...

Giving good news

• We are pleased to announce that ...
• I am delighted to inform you that ..
• You will be pleased to learn that ...

Giving bad news

We regret to inform you that ...
• I'm afraid it would not be possible to ...
• Unfortunately we cannot / we are unable to ...
• After careful consideration we have decided (not) to ...

Complaining
• I am writing to express my dissatisfaction with ...
• I am writing to complain about ...
• Please note that the goods we ordered on ( date )
have not yet arrived.
• We regret to inform you that our order n° ----- is now
considerably overdue.
• I would like to query the transport charges which seem
unusually high.

Apologising
• We are sorry for the delay in replying to ...
• I regret any inconvenience caused (by) ...
• I would like to apologise for the (delay, inconvenience)...
• Once again, please accept my apologies for ...

Placing Orders
• Thank you for your quotation of ...
• We are pleased to place an order with your company for..
• We would like to cancel our order n° .....
• Please confirm receipt of our order.
• I am pleased to acknowledge receipt of your order n° .....
• Your order will be processed as quickly as possible.
• It will take about (two/three) weeks to process your order.
• We can guarantee you delivery before ...(date)
• Unfortunately these articles are no longer available /
are out of stock.

Prices
• Please send us your price list.
• You will find enclosed our most recent catalogue and price list.
• Please note that our prices are subject to change without notice.
• We have pleasure in enclosing a detailed quotation.
• We can make you a firm offer of ...

Referring to payment
• Our terms of payment are as follows ...
• Our records show that we have not yet received payment of ...
• According to our records ...
• Please send payment as soon as possible.
• You will receive a credit note for the sum of ...

Enclosing documents
• I am enclosing ...
• Please find enclosed ...
• You will find enclosed ...

Closing remarks
• If we can be of any further assistance, please let us know.
• If I can help in any way, please do not hesitate to
contact me.
• If you require more information ...
• For further details ...
• Thank you for taking this into consideration.
• Thank you for your help.
• We hope you are happy with this arrangement.
• We hope you can settle this matter to our satisfaction.

Referring to future business

• We look forward to a successful working relationship in the future.
• We would be (very) pleased to do business with your company.
• I would be happy to have an opportunity to work with your firm.

Referring to future contact

• I look forward to seeing you next week.
• Looking forward to hearing from you, ...
• Looking forward to receiving your comments,
• I look forward to meeting you on the (date).
• I would appreciate a reply at your earliest convenience.
• An early reply would be appreciated.

Ending business letters

• Sincerely / Yours sincerely (for all clients)
• Sincerely yours / Yours faithfully (in more formal letters)
• Regards (for those you already know and/or with whom you have a working relationship)