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Four Types of Business Letters

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Four Types of Business Letters Based off of Kolin Chapter 6 For Business Writing By Dr. Jennifer L. Bowie Two Letter Techniques: Tips For Business Letters Think of ... – PowerPoint PPT presentation

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Title: Four Types of Business Letters


1
Four Types of Business Letters
  • Based off of Kolin Chapter 6
  • For Business Writing
  • By Dr. Jennifer L. Bowie

2
Two Letter Techniques
Direct vs. Indirect
  • Best for
  • Good news
  • Non-emotional issues
  • Audiences that prefer a straightforward approach
  • Best for
  • Bad news
  • Less direct readers (some international)
  • Sensitive situations
  • Issues that need explaining
  • Introduction
  • Establishes a reason for writing
  • Presents main idea
  • Introduction
  • Acts as a buffer with a positive or neutral
    statement
  • Compliments the readers, agrees, appreciates,
    thanks, and more
  • Body
  • Provides and explains details
  • Body
  • Explains situation first
  • Leads up to the point/issue
  • States point/issue
  • If possible, links bad news with benefits
  • Does not place blame
  • Conclusion
  • Reminds of any deadlines
  • Presents call for action
  • Looks to future
  • Conclusion
  • Does not apologize
  • Gracious closing

3
Tips For Business Letters
  • Think of them as mainly persuasive documents
  • Write a reader-orientated document not a
    writer-oriented document
  • Be respectful

4
Inquiry Letters
  • Purpose Ask for information
  • State clearly what information you are requesting
    and why
  • Write specific, concise, to the point questions
    that are both easy to understand and easy to
    answer
  • Use bullets to highlight the questions
  • Leave space for the readers to answer the
    questions
  • Attach a questionnaire if you have more than 5
    questions
  • Specify when you need the answers by
  • Thank the reader

5
Special Request Letters
  • Purpose Make a special demand
  • State clearly who you are and why you are writing
  • Convince the reader to help
  • Show you are hard working
  • Discuss your reason for the request
  • Show you understand the situation and have done
    research
  • Discuss why the person you are writing to is the
    best person to help
  • Write specific, concise, to the point questions
    that are both easy to understand and easy to
    answer
  • Use bullets to highlight the questions
  • Leave space for the readers to answer the
    questions
  • Attach a questionnaire if you have more than 5
    questions
  • Specify when you need the answers by
  • Thank the reader
  • Offer the reader a copy of the report or results
  • Ask for necessary permissions

6
Sales Letters
  • Purpose to persuade the readers to buy a
    product, service, idea, or point of view
  • Grab the readers attention
  • Highlight the products appeal
  • Show the product's use
  • Conclude with a request for action (buy it!)
  • Appeal to the reader with reader-centered issues
    (health, convenience, service, saving money)
  • Use concrete words and colorful verbs
  • Be ethical and truthful
  • Dont brag or go on

7
Customer Relations Letters
  • Purpose establish and maintain good
    relationships with the customers
  • Be diplomatic
  • Be persuasive
  • Write from and understand the readers
    perspective
  • There are several types

8
Claim Letters A Type of Customer Relations Letter
  • Purpose Express a complaint and request specific
    action (must have both)
  • Choose a direct or indirect approach
  • Direct is best for routine claim letters claim
    is backed by guarantee, warrantee, contract,
    reputation, or more
  • Indirect is best for arguable claim letters when
    the claim is debatable or unusual
  • Use a professional, rational, if possible
    positive, tone, and not a hostile, negative,
    and/or emotional tone
  • Clearly describe product or service with
    necessary details
  • Explain the problem with details
  • Propose a fair, precise, and appropriate
    request/adjustment
  • Present an explicit deadline

9
Adjustment Letters A Type of Customer Relations
Letter
  • Purpose Respond to claim letter with solution
  • Work to reconcile the situation and restore the
    customer's trust in your company
  • Be prompt, courteous, and decisive
  • Use a positive or neutral tone without being
    begrudging or taking full blame
  • Two types Yes or No

10
Yes Adjustment Letters
  • Start with an apology and admit claim is
    justified
  • Quickly present favorable news
  • Specifically state how you are correcting the
    problem
  • Explain what happened and why
  • Conclude with a friendly, positive note

11
No Adjustment Letters
  • Use an indirect approach
  • Thank the customer for writing
  • Restate the customers problem
  • Explain what happened and why without placing
    blame
  • Clearly state discussion without hedging
  • Link no to benefits
  • Conclude with concise gracious statement to
    (leave) open the door to future business

12
There are the four types. Enjoy writing!
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