ENGL107_Unit3 - ENGL 107 Business Communication Unit 3...

ENGL 107
Business Communication
Unit 3: Customer-Relations and
Sales Letters

Copyright & Credits
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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
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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

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

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
transaction, but also indicate that there is a problem. The steps,