Week 8 • Review materials from Week 1 – Week 7 • Miscellaneous Letters Week 8 • Review materials from Week 1 – Week 7 – Writing Reminder Letters & Collection Letters – Replying to Reminder Letters & Collection Letters – Writing Employee Relation Letters • Letter of Reference – General Reference – Direct/Specific Reference • Letter of Employee Announcement • Letter of Introduction Week 8 • Review materials from Week 1 – Week 7 – Writing Customer Relations Letters • Letter of Change in Company • Letter of Product Promotion • Letter of Product Recall – Writing Personal Business Letters • Letter of Expressing Thanks • Letter of Expressing Congratulations • Letter of Expressing Condolences Week 8 • Miscellaneous Letters • A. Business Promotion & Sales Letters – Promotion Thank You Letter – Letters written to promote (increase) business. • Attention: attract favorable attention to the article or service you are offering by writing an original appealing first paragraph that will encourage the reader to continue reading. • Desire: to create for the goods or services you are promoting by using the right appeal. • Conviction: once you create a desire for a product or service, you must convince reader of its merit. • Action: to motivate action you should offer some good reason for immediate response. Week 8 • Miscellaneous Letters • B. Complaint Letters – Letters of complaint should make special emphasis on courtesy. The claim must be clearly set forth, considering the following: • Essentials – Tell exactly & clearly what is wrong. – Give dates, invoice numbers, & other definite information, so that easy tracing may result – Tell what adjustment is wanted – Always be COURTEOUS Week 8 • Miscellaneous Letters • C. Credit Letters – Credit is handled almost entirely through letter forms, for at least the following reasons • 1. Letters are private • 2. Letters are a permanent record • 3. Letters give protection in case of legal matters – Credit letters should have courtesy, tact, friendliness, & dignity. They may be divided into four general groups: • 1. Credit Investigation (both giving or requesting credit information). • 2. Seeking a line of credit or credit account. • 3. Granting credit. • 4. Refusing credit. Week 8 • Miscellaneous Letters • C. Credit Letters – Essentials • All investigation letters should contain the following points: – 1. Do not waste time, be direct. – 2. State what information you are looking for and why you need it. – 3. Make clear that you will keep such information confidential. – 4. Enclose a self-addressed, stamped reply envelope. • When asking for a credit line or credit of other kinds: – 1. Be specific about what you want. – 2. Give references of firms with which you have had credit transactions, and of your bank. – 3. Wait for at least two weeks until your references have been contacted. Week 8 • Miscellaneous Letters • C. Credit Letters – Essentials • Letters granting credit are easy to write since we are granting the customer the credit that he wishes. However, do not forget to: – 1. Thank him for submitting the credit references. – 2. Tell him that you are looking forward to doing business with him. – 3. Offer him all the cooperation you can give. • Letter refusing credit is difficult to write, but if you are careful you can keep the customer. Remember the following points: – – – – 1. Thank him for his interest in our company. 2. Try in some way to accept the blame for the refusal. 3. Never tell him that he is a poor credit risk. 4. Always leave the door open for future re-evaluation. Week 8 • Miscellaneous Letters • D. Letter for Accepting an Invitation or Declining an Invitation – There are many occasions for letters that should not be “strictly business”, although they are essential to the conduct of business. Week 8 • Miscellaneous Letters • D. Letters of Resignation – A letter of resignation should contain the reason for resigning, an expression of regret & appreciation, and of course, a definite date when the resignation is to be effective. Week 8 • • • • Miscellaneous Letters F. Apology Letters G. Demand Letters H. Fund Raising Letters Week 8 – Homework Assignment » 1. Write a promotion thank you letter – keep in touch with regular customers & show your appreciation of the patronage. » 2. Write a letter of complaint about bad service when you were having a dinner at a restaurant. » 3. Write a letter of credit, you are requesting a line of credit from a company.