Exercises on
International Business
Correspondence
Trương Văn Ánh
SGU

+ Fill in the missing words:
Business permanent letters researches objective carbon
communication format entitled pleasant body better
1. Letters are _____ today and in the future.
2. The research _____ International Business ASEANNAFTA demonstrates total trade, export and import value of
Thailand and ASEAN, Thailand and NAFTA, ASEAN and
NAFTA.
3. There are nine international _________ letters.
4. The _________ for the business letter could be block, full
block, semi block, standard.
5. CC stands for ________ copy.
6. A business letter is a recognized way of ________ between
people or company who deals with trading.

7. There are 8 C's of business _________.
8. ______ support International business correspondence.
9. An effective business letter must have _______ tone.
10. A business letter should set your _______ and make
sure to accomplish it.
11. The shorter a business letter is, the ______ it is.
12. In a business letter the _______ is the longest.

+ Match the clauses 1-10 with the other clauses a-j to make
full sentences.
1. If the quotation submitted by a trader meets with his
customer's approval,
2. State the source, maybe the date on a catalog or number
3. As can be seen in the above example of order form,
4. The inquirer should be careful to include his address
5. People who are engaged in a business deal with orders
almost every day,
6. As placing an order is a transaction between two partners,
the buyer and the seller,
7. Advertisers testify unanimously to the large number of
requests
8. State the terms of payment or discount
9. If these things are not met,
10. This may also an inquiry regarding further information

a. if there has already been previous exchange done.
b. these may lead to problem that may later cause
delay and misunderstanding.
c. which can never be granted because writers forget
to include addresses.
d. there are some legal obligation for each of them.
e. an order will result.
f. if he uses paper without a letterhead.
g. that may identify your order.
h. may it be for merchandise, for services or supplies.
i. the details provided is almost the same as with the
details provided for mail order.
j. which were previously agreed upon.

+ Fill in the missing words:
background discount better firm unanimously
brief product attention exchange action
1. Inquiry letters are sent to ask details regarding a
certain _______ or service.
2. The inquirer should be careful to include his
address if he uses paper without a _______.
3. The inquirer should provide a _______ about the
request.
4. The inquirer starts with catching the reader's
_________.
5. In an inquiry letter the customer should suggest
terms, methods of payment and _________.
6. Inquiry letters are usually short and _______.

7. The inquirer should end with a polite ________
close.
8. An inquiry letter may also be an inquiry regarding
further information if there has already been
previous ______ done.
9. Advertisers testify ________ to the large number
of requests which can never be granted because
writers forget to include addresses.
10. In the opening you should tell what sort of
_______ you are.

+ TRUE-FALSE
1_____ If you deny the request, explain the reasons
why the request cannot be granted in as cordial and
non-argumentative manner as possible.
2_____ Proper attitude towards complaints is not
very important.
3_____ A successful claim letter does not accuse.
4_____ When a complaint letter reached you, there
are three things that you need to identify after
investigating all the necessary data.
5_____ Suppliers must satisfy their customers to be
able to have a good business partner and referrals,
which will act as advertising.

6_____ Adjustment letters must be done with care,
tact, and restraint in order to keep the customer
happy.
7_____ A prompt reply will not pacify your
customers.
8_____ Adjustment letters are written to take action
on the claims.
9_____ An adjustment letter should not give an
apology.

10_____ Refusal of compensation tests your
diplomacy and tact as a writer.
11_____ You write an adjustment letter so that you
and the customer will not continue doing business in
the future.
12_____ In the business world, no company can be
expected to achieve precision and perfection.

+ Fill in the missing words:
Business adjustment compensation mistake analysis
attitude customer claim reply relationship happy apology
1. A prompt _____will not pacify your customers.
2. The written to take action on such claim are called
________ letters.
3. It is therefore a good idea for companies to always have a
way of keeping and maintaining their good _________ with
their customers.
4. In the _________ world, no company can be expected to
achieve precision and perfection.
5. The writing of courteous and reasonable adjustment
letters to respond to letters of complaint must be done with
care, tact, and restraint in order to keep the customer
________.

6. Upon receiving the complaint letter, reply to your
customers, informing them that you understand the
problem and again, offer an ___________.
7. If you think the adjustment to be done needs more time,
then inform your _________ about it.
8. A successful ______ letter does not accuse, but it
provides an explanation of the needed data.
9. An adjustment letter must be handled carefully,
especially when the requested _______ cannot be granted.
10. You Just simply admitting your mistake and give an
assurance of not letting this _______to happen again.
11. Proper ________ towards complaints is very important.
12. After_______, you can now identify that the claims to
be granted are those that are justified.

+ TRUE-FALSE
1_____ Terms such as disgusted, infuriated or
amazed are appropriate to use in a complaint letter.
2_____ You should not be impolite, rude or personal
in writing a complaint letter.
3_____ Your customer should not be left waiting.
4_____ After admitting your mistake and informing
your customer about the source and cause of the
problem, you should not provide a solution to correct
the mistake.
5_____ Knowing how to deal with complaints is a
very easy skill to master.
6_____ Your fault, our fault, or blame should not also

7_____ We label complaints without an actual
ground for error as unjustified complaints.
8_____ You cannot offer help to your supplier by
suggesting a solution to the existing problem.
9_____ In a complaint letter, you should present the
background details.
10_____ Complaints from customers may deal with
damaged goods.
11_____ You should not mention the date when the
problem happened in a complaint letter.
12_____ Complaints should be addressed quickly.

+ Fill in the missing words:
reasonable agitated business correct mistake polite
delivery cool problem summarize complaint proper
1. In complaint letters, you must provide a clear description
or explanation of what is wrong with the ________, product
or service.
2. When you write a complaint letter, you should _________
the problem.
3. There is a _________ language to use in expressing your
complaints.
4. You probably have known where the _________ was
made, then, you politely state this to your supplier.
5. The language and tone in a letter of complaint should be
firm, ________ and courteous.

6. There is always a proper way of relaying your
___________.
7. If you want to ensure that your letter will be receiving a
quick response, you should keep _________.
8. Errors are unavoidable occurrences in _________.
9. Always remember to give your suggestion in a _________
manner.
10. The opening of your complaint letter should not allow
the reader to be ______.
11. After stating the _______ in the opening of your
complaint letter, you can now specify the reason for being
dissatisfied and ask for an explanation.
12. You can end your complaint letter with a suggestion on
how to ______ the mistake.

Good luck!