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1 Form and layout 2
2 Specific enquiries 9
3 Offers and quotations 16
4 Orders 23
5 Acknowledgements 29
6 Advice of dispatch 35
7 Complaints 41
8 Replies to complaints 47
9 Reminders 53
A-Z Word List 61
Glossary 67
Basic Word List 70
Answer Key 72