Lecture 8:
Letters of Inquiry
Letters of Inquiry
I.
Organizing direct requests:
Three-part direct pattern
A. Opening:
B. Body:
C. Closing:
Direct statement of the
request or main idea
Justification, explanation, and
details
Courteous close with request
for specific action
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Letters of Inquiry
II.
Writing direct requests
A. Getting right to the point
B. Including necessary details
C. Giving a detailed description for unusual,
nonstandard orders
D. Keeping a copy of the order on file
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Letters of Inquiry
III.
Requesting routine information and
action
A. Requests to company insiders
1.
2.
Using memo format
Following direct plan
B. Requests to other businesses
1.
2.
3.
In response to advertisements
For other product inquiries, provide more
explanation
For claims and adjustments
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Letters of Inquiry
IV.
Types of direct request letters
A. Asking for information or action
B. Making a claim requiring an
adjustment
C. Tips for writing direct requests
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Direct Requests
Requesting information
or action
Benefit writer
Writing claims
Requesting credit
Inquiring about people
1. Persuasive
techniques
2. Reader’s
needs and
interests
Placing an order
Benefit reader
Issuing an invitation
1. Standard form
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Organizing Direct Requests

Three-part Direct Pattern for Requests and
Responses:
Opening
Body
1. Front loaded with 1. Explain your
the main idea
request or
response
2.Say immediately
2. Provide details
why you are
writing.
3.Consider using
lists, headings,
or columns.
Closing
1.Be specific and
courteous
2.State what action
you want taken
3.Provide end date.
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For Complex Requests...
1.In requesting several items or answers, use an itemized list
2.Limit questions to those reflecting the main idea- What is the price range on the machine?
 What is the price for 20-Cup ElectroPerk coffee pot?
3.Omit questions you can answer independently
4.Limit each question to one topic
 Does it come with attachments? Do attachments cost extra? Is
the machine hard to use?
 What attachments, if any, are included in the purchased price?
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When Writing Direct Request
Letters...
 Get right to the point
 Interested and cooperative
 Include necessary details
1.
2.
3.
Date
Offer to make purchase*
Description of goods
-- catalog number
-- quantity; color; size;
-- price, & amount due
4. Delivery and billing address(es)
5. Shipping arrangements
6. Payment details
 Give a detailed description for Specifications
Drawings
unusual, nonstandard order
 Keep copy of the order on file  For future reference
*Ex: I must purchase a new office coffee pot within the next two weeks, so I will
appreciate hearing from you by…
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Requesting Routine Information
and Action
A.
To company insiders:
Use memo format
Follow direct plan:
 State purpose
 Explain and justify request
 Close with reminder of request and instructions for
complying
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Requesting Routine Information
and Action (cont’d)
B.
To other businesses:
A. In response to advertisements
 Fill out and return response card, if available
 If not, write requesting information and mentioning where
you saw it
 Including handling fee if required
B. For other product inquires
 Describe request
 Indicate reader benefit in complying with request
 Make compliance easy
C. For claims and adjustments
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Asking for Information or Action
Rule 1: Open with a question or a polite
request.
EX: Could you please answer the following questions
about your payroll service.
(punctuate this polite command with a period instead of
a question mark.)
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Asking for Information or Action
Rule 2: Explain your purpose and provide
details; Maintain a courteous tone,
spell out what needs to be done,
and focus on reader benefits.
EX: To ensure that you receive the exact sweater you
want, please send us your color choice.
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Asking for Information or Action
Rule 3: End the letter courteously. If a date
is important, set a deadline and explain
why.
Avoid overused endings such as:
 Thank you for your cooperation. (trite)
 Thank you in advance for . . . (presumptuous)
 If you have any questions, do not hesitate to call me.
(suggests that you do not make yourself clear)
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Asking for Information or Action
(Sample Letter: First draft)
Dear Ms. Ivorson:
Our insurance rates will be increased
soon if we don't install security devices on Starts with background
information and
our computer equipment. We have
explanation instead of
considered some local suppliers, but none
request.
had exactly what we wanted.
We need a device that can be used to
secure separate computer components at
a workstation including a computer,
keyboard, and monitor. We currently own
18 computers, keyboards, and monitors,
along with six printers.
Fails to organize
information into logical
order.
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Asking for Information or Action
(cont’d)
We wonder if professionals are needed
to install your security devices. We are
also interested in whether the devices
can be easily removed when we need to
move equipment around. We are, of
course, very interested in price and
quantity discounts, if you offer them.
Thank you for your attention to this
matter.
Confuse readers by
jumping around many
topics. Fail to ask
Specific questions.
Ends with cliché.
Fails to reveal what to do
and when to do it.
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Asking for Information or Action
(cont’d)
(Revised Version)
Please could you provide information and
recommendations regarding security
equipment to prevent the theft of office
computers, keyboards, monitors, and
printers.
Our office has 18 computer workstations
and 6 printers that we must secure to
desks or counters. Answers to the
following questions will help us select the
best devices for our purposes.
Introduces purpose
immediately
Explains need for
information
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Asking for Information or Action
(cont’d)
1.
2.
3.
What device would you recommend that
can secure a workstation consisting of a
computer, monitor, and keyboard?
What expertise and equipment are
required to install and remove the
security device?
How much is each device? Do you offer
quantity discounts, and if so, how much?
Because our insurance rates will be
increased if the equipment is not secured
before April 1, we would appreciate your
response by February 16.
Groups openEnded questions into
list for quick
comprehension and
best feedback
Courteously provide
end date and reason
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Making a Claim
Rule 1: Open with a clear problem statement
or with the action that you want the
receiver to take when you have a
legitimate claim or complaint.
EX: Please send us 24 Royal hot-air popcorn poppers
to replace the 24 hot-oil poppers sent in error with our
order shipped on January 4.
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Making a Claim (cont’d)
Rule 2: Provide the necessary details.




Avoid becoming angry or trying to fix blame
State the facts logically, objectively, and
unemotionally
Include copies of all pertinent documents, such as
invoices, sales slips,…
When an alternative remedy exists, spell it out
 EX: If you are unable to send 24 Royal hotair popcorn poppers immediately, please
credit our account now and notify us when
they become available.
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Making a Claim (cont’d)
Rule 3: Act promptly. Delaying claims make
them appear less important, as well as
more difficult to verify.
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Making a Claim
(Sample Letter: First Draft)
Dear Good Vibes:
You call yourselves Good Vibes, but all I'm getting from
your service is a bad vibes! I'm furious that you have
your salespeople slip in unwanted service warranties to
boost your sales.
Sound angry
When I bought my Panatronic from Good Vibes, Inc. in
Jumps to
August, I specifically told the salesperson that I did
conclusions
NOT want a three-year warranty. But there it is on my
VISA statement this month! You people have obviously
Forgets that
billed me for a service I did not authorize. I refuse to
mistakes happen
pay this charge.
How can you hope to stay in business with such
fraudulent practices? I was expecting to return this
month and look at CD players, but you can be sure I'll
find an honest dealer this time.
Fails to suggest
solution
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Making a Claim
(Revised Version)
Dear Good Vibes:
Please credit my VISA account No. 0000-0046-21989421, to correct an erroneous charge of $299.
States simply
and clearly what
to do
On August 8 I purchased a Panatronic VCR from Good
Vibes, Inc. Although the salesperson discussed a
three-year warranty with me, I decided against
purchasing that service for $299. However, when my
credit card statement arrived this month, I noticed an
extra $299 charge from Good Vibes, Inc. I suspect that
this charge represents the warranty I declined.
Explains
objectively what
went wrong
Doesn’t blame
or accuse
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Making a Claim (cont’d)
Enclosed is a copy of my sales invoice along with my
VISA statement on which I circled the charge. Please
authorize a credit immediately and send a copy of the
transaction to me at the above address.
Document facts
I'm enjoying all the features of my Panatronic VCR
and would like to be shopping at Good Vibes for a CD
player shortly.
Uses
friendly tone.
Suggests
continued
business once
problems is
resolved
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Writing Direct Requests for Claims
and Adjustments

Using the direct plan

Employing a positive, unemotional tone

Documenting a claim with photocopies of invoices,
receipts, canceled checks, and the like

Being specific about what you want the company to do or

Explaining the problem and ask the company to suggest a
remedy.
Ex:  Will I have to pay for repairs on faulty merchandise?
 Are repairs covered by a warranty or store policy?
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“When, Why, What, How” Approach
For Writing Requests for Adjustments:
WHEN

Write as soon as you recognize that you have a problem
WHY

Begin your letter by explaining why you’re complaining
 Items fail to meet advertised promises
 Bill is wrong
 Item hasn't arrived
 Item was damaged when you bought it
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“When, Why, What, How” Approach
(cont’d)
WHAT

Tell the reader what you want him / her to do
 Cash or credit refund
 Replacement
 Repair
HOW

The major rule is to put your claim in writing
 Complain to the encountered personnel
 Complain to the person who can help
 Provide copies of documents
 Be persistent
 Be calm
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~ The End ~
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