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Unformatted text preview: Chapter 6: Types of Business Letters Four common types of business correspondence: 1. Inquiry letters 2. Special request letters 3. Sales letters 4. Customer relations letters: • Follow-up • Complaint • Adjustment • Collection Classifications of business letters: • Positive o Customer relations letters responding favorably to a writer’s request or complaint o Sales letters promoting a product • Neutral o Letters requesting information about a product or service, placing an order, or responding to some action or question • Negative o Customer relations letters refusing a request, saying no to an adjustment, etc. Inquiry Letters • Inquiry letters ask for information about a product, service, publication, or procedure • Be sure to supply appropriate stock and model numbers, pertinent page numbers, or exact descriptions Rules for effective inquiry letters: • states information writer wants • indicates clearly why the writer must have the information • keeps questions short and to the point • specifics when the writer must have the information • thanks the reader Special Request Letters • Special request letters make a special demand, not a routine inquiry Page | 1 • Try to anticipate and remove any barriers: o Convince your reader that you are motivated and hard-working and are not simply asking him or her to research and write your report for you o Make sure what your are asking for is not already (and easily) available in a textbook o Stress your industry by showing the reader you have done your homework When writing a special request letter, follow these points: 1. Make sure you address your letter to the right person 2. State who you are and why you are writing 3. Indicate clearly your reason for requesting the information 4. Make your questions easy to answer and separate them clearly. 5. Specify exactly when you need the information and allow sufficient time 6. Offer to forward a copy of your report, paper, or survey in gratitude for the help you were given 7. If you want to reprint or publish the materials you asked for, indicate that you will secure whatever permissions are necessary • Assure confidentiality, if that is appropriate 8. End by thanking the reader for helping Sales Letters: Some Preliminary Guidelines 1. Identify and limit your audience 2. Use reader psychology • Appeal to readers’ health, security, convenience, comfort, or pocketbooks 3. Don't boast or bore 4. Use words that appeal to the readers’ senses • Use concrete words • Choose verbs that are colorful 5. Be ethical The Four A’s of Sales Letters • Get reader’s attention • Highlight product's appeal • Shows product’s application • End with specific request for action Getting the Reader’s Attention Techniques to grab the reader’s attention in the beginning of a sales letter:...
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- Spring '11
- Writer, The Reader, special request letters, Customer relations letters