covers the literature review in the theory background moreover, this chapter represents relevant information for understanding the study mor

ABSTRACT This study aims at improving writing English enquiry letters and reply to enquiry letters in business correspondence for sale staffs of Poong Shin Vina Ltd Company The writer try to analyze how English enquiry letters and reply to enquiry letters to be written by sale staffs, to be more specific what are common mistakes are being made by sale staffs at the company The result indicates that all staffs in Sale Department still have trouble in writing English these letters There are still many errors in content, lexis and grammar when staffs writing The study arrives at a conclusion that sale staffs should be improve about writing English letters background by reading materials in Internet and Academic book 1 ACKNOWLEDGMENT First of all, I would like to express my deep gratitude to all the lecturers at English Department- Thuong Mai University for their valuable lessons which laid the foundation for my thesis I would like to show my deep gratitude to Mrs Vu Thi Thu Trang- the supervisor who has been giving guidance, materials and invaluable suggestion for me to complete the study timely Thanks for her ever-enthusiasm, responsibility and devotion On this occasion, I wish to express my very sincere thanks to all sale staffs in Poong Shin Vina Ltd Company for their co-operation and support my data collection, providing me with insights into writing English enquiry letters and reply to enquiry letters At last, I would like to extend my many thanks to my family and my friends for their constant assistance and encouragement during the time I carry out the study Ha Noi, 22 April 2018 Tran Thi Ngoc 2 TABLE OF CONTENTS 3 LIST OF ABBREVIATIONS pp C.I.F pages Cost, Insurance, Freight e.g MA PhD For example Master of Arts Doctor of physolophy 4 số trang Tiền hàng, Bảo hiểm, Cước phí ví dụ thạc sĩ văn chương tiến sĩ LIST OF TABLES AND FIGURES List of figures 5 CHAPTER INTRODUCTION 1.1 Rationale The rapid development of the global economy leads more and more the large and small international trade cooperation and business negotiation happened As the result of this, the economic with no barriers can not be avoided in all country After joining the World Trade Organization, Vietnam's economic status was enhanced With the acceleration of world economic integration and rapid development of international trade, business correspondence is an important tool for trade transaction With the globalization of the economy, the strengthening of international trade cooperation, business correspondence for individual companies is dispensable to pass along all the necessary detailed information Business correspondence is a great solution for the development of supply and demand side of the drawbacks of asymmetric information, making all the information timely and effective delivery in every corner of the world, in various countries and in numerous companies Poongshin Vina Ltd is the foreign joint venture company, has co-operation with other foreign enterprises to exchange goods, so business correspondence is essential and every employees must be have a business correspondence writing skill, especially writing enquiry letters and reply to enquiry letters But there is fact that not all employees in company are able to write an English letters successfully due to the limitation of knowlegde Write a good letter means the staffs use a special language in appropriate format and clear content to persuade the receivers and make a good impression to them Writing a good English business letter is not really easy There are many types of business correspondence and almost staffs not know how to write it correctly People sometimes make mistake in their letters without being aware about it, which becomes a common problem to employees in Poong Shin Vina Ltd Realizing the problem, I decided to carry out “the study on improving writing English enquiry letters and reply to enquiry letters in business correspondence for sale staffs of Poong Shin Vina Ltd Company” to help people deeply understand about these types of letter with the hope that they can write an English business letter better 1.2 Previous studies Nowaday, writing an English enquiry letters and rely to enquiry letters is so important for all company, especially companies have foreign partners, so reseaching how to write these letter successfully is essential In fact, many people have studied and written about this area, such as: Kenneth Beare ( 1975) he wrote a study about “learn to write an enquiry response business letter” In the paper, he mentioned some aspects of the enquiry response business letter: definition, important language to remember when you write a rely to enquiry letter and he also gave example letter His study was updated in ThoughtCo.- the world’s largest education resouse because all information was given quite sufficient and exactly However, he didn’t mention about the function and parts of the enquiry response business letter In Business Correspondence ( 1956) of J Thomas, University of Michigan, he wrote about the definition and the way to write an enquiry letter but did not mention about the reason why we write it, what’s the section of this letter and give the example about it “The importance of writing English enquiry letters and reply to enquiry letters” (2004)- Khaled Alshare and Nihan Hindi explored the role of enquiry letters and reply to enquiry letters for business staffs The results of the study showed that forty-five percent of informants indicated business staffs were required to writing English enquiry letters and reply to enquiry letters for working Staffs and instructors agreed that critical objectives of writing English enquiry letters and reply to enquiry letters need to be improved So, in my study, I will carry out a study about both enquiry letter and reply to enquiry letter with the most complete information include definition, the function, the reason to write, the parts and example of these letters Moreover, I will give the things to keep in mind when writing 1.3 Aims of the study The aims of the study is to help all sale staffs in PoongShin Vina Ltd Company become more professional when writing English enquiry letters and reply to enquiry letters It includes the following objectives: - Giving literature review of definition, writing process and functions of letters Providing the basic and essential knowledge about the format, style language used in - enquiry letter and reply to enquiry letter Finding out some common errors in writing English enquiry letter and reply to enquiry letter to help people in the company avoid making those mistakes and have a good 1.4 - skill in writing English letters Research subjects There are many types of business correspondence such as: Business Enquiry Letter Quotation Letter ( reply to enquiry) Order Letter Complaint Letter Recovery Letter However, the researcher can study on enquiry letter and reply to enquiry letter because of the limitation of time and knowledge and these letters are commonly used by sale staffs in PoongShin Vina Ltd Company A survey with twelve sale staffs in Sale Department has been conducted The researcher choose all sale staffs as participants because they often take responsible in writing business letters and they always connect company with other important partners Besides, the reseacher would like to see what common mistakes when they writing English enquiry letters and reply to enquiry letters and the difficulty that they face Scope of the study This study will focus on writing English enquiry letter and reply to enquiry of all 1.5 sale staff in Poong Shin Vina Ltd Company who are responsible for dealing with foreign partners Reseach methodology To finish this graduation paper, I search and collect primary data from different 1.6 reference books related to writing English enquiry and reply to enquiry and from the websites on the internet Besides, questionaire and interviews have been used as the main sources for data collection Firstly, by using questionaires the researcher can obtain data quantitively, which later on will assist the study with persuasive figures concerning the investigated issues And by using interviews, the researcher could have more in-depth information Before the interview, the researcher had prepared a set of questions Additionally, some possible follow-up questiones were also prepared ( for the interview questions, 1.7 refer to appendices) The steps of the study were as follows: Piloting the questionaires for sale staffs Delivering and gathering back the questionaires Conducting interviews with the selected sale staffs Analyzing the collected data and dicussing the findings Giving suggestions Organization of the study Apart from acknowledgement, table of content,conclusion, reference and appendix, this study includes four main chapter: Overview of the study, Literature - review, Reseach findings and Recommendations and suggestion: Chapter One: introduces the problem, gives an overview about the study and describes the needs of writing English enquiry letter and reply to enquiry letter in business This chapter also discusses the rationale, previous studies, the aims of the study, research subjects, the scope of the study, research methodology and organization of the study - Chapter Two: covers the literature review in the theory background Moreover, this chapter represents relevant information for understanding the study more - Chapter Three: analysis of written by some information about subject, data collection - instruments and procedures Chapter Four: gives some suggestions to improve the writing English enquiry letter and reply to enquiry letter for sale staffs of Poong Shin Vina 10 Letter 3: POONGSHIN VINA LTD Tel: 0363851456 E-mail: Poongshinvinatb@gmail.com Website: www.poongshinvina.vn Phuc Khanh Industrial Zone, Thai Binh December 7, 2017 BFT COMPLEX Tel: 048345678 Fax: 045679456 Thanh Cong Tower, Thanh Xuan district, Ha Noi Subject: Reply to enquiry letter no 314 dated November 10, 2017 Dear sir, Thank you for your enquiry of 10 November We have enclosed our winter catalogue and price-list giving details of C.I.F Hanoi prices, discounts and delivery dates Though you will see we offer a wide selection of neckwear, may we draw your attention to pp 3-5 and pp 7-9 in our catalogue which we think might suit the market you are dealing with? And on page 11 you will notice our latest designs which are becoming fashionable for both men and women As you are probably aware, all our products are fully guaranteed and backed by our world-wide reputation If there is any further information you require, please contract us Meanwhile, we look forward to hearing from you soon Yours faithfully, Huong Ly Letter : POONGSHIN VINA LTD Tel: 0363851456 E-mail: Poongshinvinatb@gmail.com Website: www.poongshinvina.vn Phuc Khanh Industrial Zone, Thai Binh October 9, 2017 PHUONG CHI COMPANY Tel: 069845673 Fax: 06834597 Website: www.phuongchiltd.com.vn Subject: Reply to enquiry 246 dated October, 2017 Dear Mrs Chi, We are thrilled to hear from you Thank you for your query about our fashion products To answer your question, we have a wide range of fashion products, from clothes to shoes products Our prices are unbeat and never go into through the roof ! I will attach a detailed product catalogue to you It contains specifications and prices for your perusal It would be a pleasure if I can meet with you to enable our discuss in more details, any specific requirement you have which is not provided in the catalogue The meeting can hold at your office when it is convenient for you If you have further questions or need additional clarifications, please not hesitate to contact me I look forward to doing business with you All the best, Ngoc anh Sales department Letter 5: POONGSHIN VINA LTD Tel: 0363851456 E-mail: Poongshinvinatb@gmail.com Website: www.poongshinvina.vn July 8, 2017 STAR ENTERPRISE Tel: 02476458 Fax: 02563845 Hong Bang District, Hai Phong Dear Mr Kamal, This is with reference to our telephone conversation last week We had discussed on various equipment which your company manifactures Now we are writing to you to know if your company can send a catalogue with details of latest equipment We want to see which ones will suit the requirement of our organization We have a huge requirement in our company and we also want to know whether you will be able to meet our necessities within the stipulated time In case we find a suitable design and feetures of the equipment, we look forward to place an order with you We have some machines which are outdated and need replacement immediately We would also like to know whether you can offer discount on the replacements of this equipment We shall discuss all the matters after you send your catalogue We look forward to hear from you soon Yours sincerely, Dinh Trong Letter 6: POONGSHIN VINA LTD Tel: 0363851456 E-mail: Poongshinvinatb@gmail.com Website: www.poongshinvina.vn Phuc Khanh Industrial Zone, Thai Binh December 7, 2017 BSOP COMPLEX Tel: 048345676 Fax: 045679457 Tay Ho Tower, Thanh Xuan district, Ha Noi Subject: Enquiry letter No 523 Dear Sir, We saw your advertisement the “Golden Worker” a few days ago and interested in your product Please let us have the details of your product together with the sample, terms of payment and the price list If the quality is satisfactory and the terms are reason, we will place a large order soon Could you give us details of discount and the fastest delivery please We hope to receive you reply soon Yours faithfully, Ngoc Tran Letter : POONGSHIN VINA LTD Tel: 0363851456 E-mail: Poongshinvinatb@gmail.com Website: www.poongshinvina.vn Phuc Khanh Industrial Zone, Thai Binh ISST COMAPY Tel: 048345678 Fax: 045679456 108 Lang Ha, Ba Dinh district, Ha Noi Subject: Reply to enquiry letter no 426 dated March 10, 2017 Dear Sir, Thank you for your enquiry and interested in our advertisement As riquested we inclosed here with the latest illustrated catalogue together with price list and the terms Dispatch of product will be sent after we receiver two weeks order letter and we could give 3% cash discount in 30 from invoice date We are looking forward to your order soon Yours faithfully, Thanh Van Letter 8: POONGSHIN VINA LTD Tel: 0363851456 E-mail: Poongshinvinatb@gmail.com Website: www.poongshinvina.vn Phuc Khanh Industrial Zone, Thai Binh September 11, 2017 PVI HA NOI Tel: 04 2576845 Email: pvihanoitrunghoa@gmail.com Le Van Luong Street, Thanh Xuan District, Hanoi Subject: enquiry letter about insurance for staff Dear sir, We want to enquiring from you whether you can send us your company catalogue which has details of all the insurance products you provide We can check and let you know if there is any product which will suit our requirement We have a huge requirement and hope you will be able to meet our demands We shall place an order if we find the same with you We have also a need for replacement of insurance in our office If you can offer discount on the products you replace, we would like to go ahead with you Your company have reputation in the finance- insurance and sure you can deliver products of high standards We can discuss the pricing in our next meeting You can send us a representative with the necessary information so that we can discuss and finalize the deal We look forward to hear from you at the earliest Yours faithfully, Mai Ngoc Letter 9: POONGSHIN VINA LTD Tel: 0363851456 E-mail: Poongshinvinatb@gmail.com Website: www.poongshinvina.vn Phuc Khanh Industrial Zone, Thai Binh December 7, 2017 MISA COMPANY TEL: 042376896 F ax: 043567845 Email: Misacpn2gmail.com Subject: shipment enquiry Dear Mr Tuan, I contacting you on behalf of Trung Kien concerning about a number of European deliveries coming up over the next few months which I would like your company to handle Consignments consist of suits winter, average crate measures 187x172x165cm and approximate weight 35kg each We would like door-to-door delivery If you can handle these consignments could you please send us the detail of your schedules, sample quotations and your information concerning the necessary documentation? I looking forward your reply Yours faithfully, Huyen My Personal assistance Trung Kien Letter 10: POONGSHIN VINA LTD Tel: 0363851456 E-mail: Poongshinvinatb@gmail.com Website: www.poongshinvina.vn Phuc Khanh Industrial Zone, Thai Binh December 7, 2017 ANCR GROUP Tel: 04837896 Fax: 045679678 45 Quan Hoa, Cau Giay district, Ha Noi Subject: Reply to enquiry letter no 147 dated January 10, 2017 Dear Sir, Thank you for your enquiry I are sending a catalogue to you today which shows details of office supplies we offer You can also see our entire products on our website at www.poongshinvina.com We offer a 5% discount for orders made through our website Please contact me if have any question Yours faithfully, Hoai Nam Letter 11: POONGSHIN VINA LTD Tel: 0363851456 E-mail: Poongshinvinatb@gmail.com Website: www.poongshinvina.vn Phuc Khanh Industrial Zone, Thai Binh December 7, 2017 BFT COMPLEX Tel: 048345678 Fax: 045679456 Thanh Cong Tower, Thanh Xuan district, Ha Noi Subject: Reply to enquiry letter no 314 dated November 10, 2017 Dear Sir, Thank you for your enquiry We are glad to enclose the illustrated catalogue and price list of “Trend Fashion” Our products are made of high quality and are designed to suit the “luxury class” customers Our normal trade discount is 15% and 5% extra for bulk orders exceeding $1200 The catalogue and price list will describe our products to you to your entire satisfaction However, if you need further details or assistance in meeting your customers’ special requirement you should feel free to write to us Enclose: Catalogue and price list Yours faithfully, Ngoc Khanh APPENDIX QUESTIONAIRE SURVEY ON HOW TO IMPROVE WRITING ENGLISH ENQUIRY LETTERS AND REPLY TO ENQUIRY LETTERS FOR SALE STAFFS AT POONG SHIN VINA LTD COMPANY This survey questionnaire is designed for the research on “Common errors when writing English enquiry letters and reply to enquiry letters for sale staffs of Poong Shin Vina Ltd Company” Your assistance in completing the following questions is highly appreciated A B A B C D A B C D E A B C D E F G Gender ? Female Male What age group you belong to ? 22-25 26-30 31-35 36 and over Education qualification? High school Bachelor M.A P.H.D Other English certificate? Toeic 450-650 Toeic 650-850 Toeic over 850 IELTS 5.0- 6.5 IELTS 6.5- 7.5 IELTS over 7.5 Other Do you often make mistakes when writing English enquiry letters and reply to enquiry A B C D E A B A letters? Always Often Sometimes Rarely Never Your mistakes in content Lengthy and irrelevant information Short and lack of essential information Your mistakes in lexical Wrong word form B C D E A B C D E F G Misformation Distortion Confusion of sense relation Errors In slang, idioms, collocation and colloquial Your mistakes in grammar Subject- verb agreement Subject- omission Word Order Auxiliary verb Preposition Conjunction Run-on sentences ... subjects, the scope of the study, research methodology and organization of the study - Chapter Two: covers the literature review in the theory background Moreover, this chapter represents relevant information. .. information include definition, the function, the reason to write, the parts and example of these letters Moreover, I will give the things to keep in mind when writing 1.3 Aims of the study The. .. Thanking the Potential Customer for His/Her Interest: Thank you for your letter of inquiring (asking for information) about We - would like to thank you for your letter of inquiring (asking for