ENGL107_Unit3 - ENGL 107 Business Communication Unit 3:...

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ENGL 107 Business Communication Unit 3: Customer-Relations and Sales Letters
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Copyright & Credits Copyright Copyright © 2006 Thompson Rivers University. All rights reserved. Copyright (c) 2001, 1995, 1991, 1983, 1982 Open Learning Agency This course material is the property of Thompson Rivers University. As such, it is protected by the Canadian Copyright Act. The content may be used for personal study purposes only. No part of this work may be forwarded or reproduced in any form by any means without permission, in writing, from the Intellectual Property Office, Thompson Rivers University: copyright@tru.ca. Every effort has been made to ensure that any course content, owned by others, has been appropriately cleared for use in this course. Anyone wishing to make additional use of such third party material must obtain clearance from the copyright holder. ISBN 0-7790-0560-0 (set) 5 th ed., 2005 This set contains: Course Manual, ISBN 0-7790-0561-9 Study Guide, ISBN 0-7790-0562-7 Assignments, ISBN 0-7790-0563-5 Credits 2006 Course Revision Team Theresa Spitzer, Operations Manager, Instructional Development and Research Group Enid McCauley, Director, Instructional Development and Research Group 2001 Course Development Team Subject Matter Experts: Rosemary Carter, John Cobley Course Reviewer: Diana Holland Program Coordinator: John Bryant Printed in Canada at Thompson Rivers University 900 McGill Road PO Box 3010 Kamloops, British Columbia V2C 5N3 PO Box 82080 Burnaby, British Columbia V5C 6J8
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Contents Introduction 1 Objectives 1 Part 1 — Customer-Relations Letters 2 Complaint Letters 2 Letters That Grant Adjustments 3 Letters That Refuse Adjustments 4 Letters That Grant Partial Adjustment 5 Exercise 3.1 6 Collection Letters 7 Thank-You Letters 8 Part 2 — Sales Letters 9 Attention 10 Interest 10 Desire 11 Action 11 Assignment 3 13 Answer Key for Exercise 3.1 14 Question 7 (textbook, page 246) 14 Question 8 (textbook, page 247) 15 Question 9 (textbook, page 247) 16
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Introduction In this unit, you will learn to write a variety of customer- relations letters and sales letters. You will also apply what you have already learned about: Format Style Tone Vocabulary choice Audience Message Purpose Objectives When you have completed your work on this unit, you should be able to write the following letters effectively: Complaint letters Adjustment letters Collection letters Thank-you letters Sales letters
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2 Unit 3 ENGL 107 Business Communication Part 1 — Customer-Relations Letters Complaint Letters Complaint letters are usually written to get the recipient to do something to redress an unsatisfactory situation. To increase your chances of getting a favourable response, you need to employ an appropriate tone and show the “you attitude.” Be sure you don't sound angry or pompous. Also, avoid using negative words like “complaint,” “your mistake,” “your error,” “your failure.” (For how not to write a complaint letter, see pages 245–246 of your text.) In beginning a letter of complaint, you should not only identify the
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ENGL107_Unit3 - ENGL 107 Business Communication Unit 3:...

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