Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Letters that

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Letters that Respond Positively

C H A P T E R

7


Learning Objectives

Apply the direct strategy in letters that respond positively.

Write clear and efficient letters and memos that deliver information.

Promote good will in acknowledging order requests.

Grant claims efficiently and effectively.


Writing Plan for Information Response

Subject line - identifies previous correspondence.

Opening line - delivers the most important information first.

Body - arranges information in a logical sequence, explains and clarifies, provides additional information, and builds goodwill.

Closing - ends pleasantly.


Information Response Letter Subject Line

Identify previous correspondence.

Effective:Ms. Laura Bruce 2646 Vanbury Place Regina, Saskatchewan S4A 7L8

Dear Ms. Bruce:

SUBJECT: YOUR AUGUST 2 LETTER REQUESTING INFORMATION ABOUT OUR RESORT


Information Response Letter Direct Opening

Deliver most important information first.

Indirect:

Thank you for your interest in our resort. Effective:

Enclosed is a brochure describing Sunrise Lake Village Resort, as well as a rate sheet for our lakeside units.


Information Response Letter Body

Arrange information in logical sequence.

Explain and clarify.

Provide additional information.

Build goodwill.


Information Response Letter Body

Located on the northwest end of Sunrise Lake, our resort offers lakeside cabins with access to our private beach, marina, and pier facilities. Nine major ski resorts are located near the village to allow every ski experience during the winter months.


Information Response Letter Closing

Peaceful, quiet Rocky Mountain serenity awaits your visit. Call me today at (406) 555-9920 for reservations or for more information.

End pleasantly.


Writing Plan for Order Response

Opening - tells when and how shipment will be sent.

Body - explains details of shipment, discusses any irregularities in the order, includes resale information, and promotes other products and services if appropriate.

Closing - builds goodwill and uses friendly, personalized closing.


Order Response LetterDirect Opening

Tell when and how shipment will be sent.

Dear Mr. Vanderwaal:

Your Super Zoom lens, polarizing filter, and magenta filter were sent from our warehouse July 14 by Canada Post and should reach you before you leave August 15.


Order Response LetterBody

Explain details of shipment if necessary. Discuss any irregularities in order. Include resale. Promote other products and services if

appropriate.


Order Response LetterBody

Although your Hikemaster camera case must be delayed because of heavy demand for this item, we will have our supplier send it directly to you from Nova Scotia. The supplier promises to have the case on its way to you by August 1.

As you can see from the enclosed pamphlet, we have a special offer on Vivitar lenses that will fit your Lentax body. Consider the 28mm wide-angle lens to complement your new Super Zoom lens.


Order Response LetterClosing

Build goodwill. Use friendly, personalized closing.

As the world’s largest mail-order supplier of photographic accessories, we thank you for your order and look forward to serving you again, Mr. Vanderwaal.


Goals For Responding To Claims

Rectify the wrong, if one exists. Regain the confidence of the customer. Promote future business.


Claim Response Letter Subject Line

Identify previous correspondence. Avoid negative words such as complaint,

trouble, or problem.

Dear Mr. Moudry:

SUBJECT: YOUR JULY 5 INQUIRY ABOUT PURCHASE ORDER 3687


Claim Response Letter Opening

Grant request or announce adjustment immediately.

You should receive by August 4 a second shipment of the paper that you ordered on July 5.


Claim Response LetterBody

Provide details about how you are complying with the request.

Try to regain the reader’s confidence. Include resale or sales promotion if

appropriate.


Claim Response LetterBody

The first shipment of this order was delivered on July 15 to 1252 Rolling Lane in Saskatoon. When no one accepted the shipment, it was returned. I see by your letter that the order should have been sent to 1301 Green Acres in Saskatoon. When an order is undeliverable, we usually verify the shipping address by telephone. The return of this shipment was not caught by our normally thorough shipping clerks. You can be sure that I will investigate shipping and return procedures with our clerks immediately to see if we can improve methods.


Claim Response LetterClosing

End positively with a forward-looking thought.

Express confidence in future business relations.

Avoid referring to unpleasantries.


Claim Response LetterClosing

As you know, Mr. Moudry, our volume business allows us to sell wholesale office supplies at the lowest possible prices. However, we do not want to lose touch with our customers. Over the years it is our customers’ respect that has made us successful, and we hope that the prompt delivery of this shipment will earn yours.


Try Your Skill

Determine whether the following request letter openings are direct or indirect.

1.Yes, we can accommodate your convention of approximately 230 individuals for the three-day period beginning September 1.

Direct


Try Your Skill

2. Your letter of January 23 has been referred to me to answer.

Indirect

Direct: Enclosed is our catalogue describing our Genii program that turns your computer into your own publishing company and print shop.


Try Your Skill

3. Copies of photographs that appeared in the Vancouver Herald may be obtained by completing the enclosed application.

Direct


Try Your Skill

Discuss strategies for improving the following response letter’s opening paragraph.

We have your kind order under date of November 25. Permit me to say that most of the order will be shipped soon.

Your drill sets, blade assortments, and router tables left our factory this morning by Ouest Express and should reach you by December 5.

Improved:


Try Your Skill

Discuss strategies for improving the following concluding paragraph to a claim letter response.

According to your instructions, we are sending a replacement shipment of air conditioners by InterMountain Express. It should reach you by June 5. Once again, please accept our sincere apologies for the inconvenience and lost sales you have suffered as a result of this unfortunate incident.


Try Your Skill

Your replacement shipment of air conditioners was sent by InterMountain Express and should reach you by June 5. We sincerely hope that this shipment convinces you of our earnest desire to satisfy our customers. We look forward to serving you with quality products and prompt service in the future.

Improved:


Documents

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Letters that