ADBM 19.1P Busuness Communication

NATIONAL INSTITUTE OF BUSINESS MANAGEMENT
Advanced Diploma in Business Management 19.1P

Business Communication ADBM 112
Date: 24.03.2019 Time Allowed: 3hrs
Answer all the questions. Select only one from the questions where there is a choice of three.
Question 01:
Select one of the following and write a Memorandum.
(20 marks)
I. You work as the Assistant General Manager Sales & Marketing of your company. Write
a memorandum to inform the Regional Sales Manager of a particular region of his / her
target for the next quarter of the year. Mention the variance in the target achieved so far,
and say how important it is to achieve the target set for the next quarter.
II. At the last Management Committee Meeting it wad deiced to grant a block leave for all
the employees from the 12th to 15th of April 2019 in view of the Sinhala and Hindu New
Year. This leave will however be not applicable to the Customer Services Division of the
company. As the Manager HR and Administration, it is your responsibility to convey the
message to the staff of the organization. Write a memorandum to inform this. Include all
the necessary details. Use the appropriate format and language.
III. You work as the Business Promotion Manager of your organization. As the Sales of the
first quarter of the year has not been as expected, you have deiced to come up with a
newer business promotion plan which would include multiple approaches. The document
has now been prepared. Write a memorandum to circulate the new business
development plan amongst the Regional Sale and Business Development Managers of the
company. Include all the necessary details.
Page 1 of 5
Question 02:
Select one of the following and write an Email.
(20 marks)
I. You work as the Sale and Customer Relationships Manager of one of the leading
investment banks in the country. Recently a private investor has invested (make a
deposit) of a large sum of money in your company. Write an Email to the client to
appreciate and thank the trust that he / she has kept on your organization. Include all the
necessary details.
II. Your work as the HR and Administration Manager of your organization. At the last
Management Committee Meeting it was highlighted that the employees ignore to sign in
the Movement Register when they go out from the organization for official matters.
Write an Email to remind the staff to sign in the movement register when they go out
from the company for official purposes. Include all the necessary details.
III. You work as the Business Promotion Manager of a large island wide fashion chain in the
country. The company has in display a large collection of new fashion items for its
customers for the forthcoming new year. Write an Email to promote these to the
customers. Include all the necessary datils. Attach an E-brochure of the items with the
mail for the customers to purchase on-line.
Page 2 of 5
Question 03:
You work as the Brand Manager for a number of brands that are sold and distributed island wide
by our company. And following is an Email that you have received about the after sales service
of the company from a customer who has recently purchased the one of the products. write an
appropriate reply to it.
Dear Mr. Dinesh,

Let me first introduce myself as a customer. I have been one of the brand loyal customers
for the products offered by your company. And I have been using your products for the
last fifteen years or so. My impression of the products sold and distributed by your
company has always been nothing but positive. The after sales services carried out by the
staff has also been commendable.
However, over the last year or so the experience that I have had with the after sales
services has been not very impressive. The products that are given for servicing are not
given back on time and some of the charges on the servicing are not properly explained
by the counter staff at the serviced centers. I have in particular experienced this with one
of the ‘stereo set ups’ that I purchased from you. As the ‘set up’ started to give problems
I had to take it to your service station at Dehiwala, and even though the product was still
under the warranty period I was charged a sum of LKR 4500/- for the service carried out.
The reason as the staff member mentioned was a physical damage caused due to
negligent use, which is not a valid reason to justify the charging of the money. With this
Email I have attached all the scanned copies of the receipts that I paid.
I hope that you will take this matter seriously and take necessary action to rectify the
error caused by your staff. I wish that you would also take action to refund the money
that was charged from me by the service centre.
I await a response for this mail.
Best wishes
Deepal Perera
Page 3 of 5
Question 04:
Select one of the following and write a letter using appropriate format and language.
(20 marks)
I. You work as the Business Development and Customer Relationships Manager of a
leading Insurance Company in Sri Lanka. The company has selected fifty of the best clients
and award them with tokens of appreciations and other gifts in appreciation of the trust
that they have kept in the company ceremonially. Write a letter to be sent to them to
inform about this and the event that it to be held. Include all the necessary details.
II. You work as the HR and Administration Manager of your company. At the last
Management Committee Meeting names of some of the employees were identified as
best performers of the last five years. You were given the responsibility to write to them
to inform this. They employees will receive a 10% salary increase with effect from May
2019 in appreciation of their commitment and hard work. Write the letter that you would
send. Include all the necessary information.
III. You work as the Business Development Manager of a leading bank in Sri Lanka. The bank
has just introduced a special loan scheme for the Professionals of the country which they
can obtain by only producing the salary slips for the last three months within two days.
The amount obtainable can go up to five million at a very competitive interest rate. Write
a letter to promote this. Include all the necessary details.
Page 4 of 5
Question 05:
You work as the Branch Manager of leading bank in Sri Lanka. Following is a letter that you have
received. Write an appropriate reply to it. (20 marks)
Dear Sir,
Let me first give you a brief introduction about myself. I am an account holder in your
branch, and I have been maintaining the accounts for the last five years or so. I also maintain
accounts in some of the other private banks in the town. This give me a clear comparative
idea about the customer service of your bank and other banks in the town.
One of the main features that I have seen in your bank is the politeness and the courtesy of
the counter staff. They are very efficient and polite to the customer when they provide the
required service. They try their level best always to make sure that all the customers get
served. This makes the experience at your branch a pleasant one. Undoubtedly the credit
should go to you as the leader of the entity.
As a customer I sincerely hope that you would make sure that the same service would be
maintained for the future, and that you would help the other branches of the your bank to
offer the same kind of service.
Best wishes and I hope that you would take this appreciation humbly to continue you
service to the future.
Yours Sincerely,
Kevin Savimal Perera

Entrepreneur / Prop writer
Cc: General Manager Commercial Bank Plc.
That’s the end of your evaluation.
Page 5 of 5

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NATIONAL INSTITUTE OF BUSINESS MANAGEMENT

Advanced Diploma in Business Management 19.1P

Dear Mr. Dinesh,

Kevin Savimal Perera

Cc: General Manager Commercial Bank Plc.

That’s the end of your evaluation.

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