Transcript Letters that Make Routine Requests

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Letters that Make Routine
Requests
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Learning Objectives
Analyze letter content and select an appropriate
writing strategy.
Write letters that request information concisely.
Write letters that order merchandise clearly and
efficiently.
Identify and use appropriate salutations for
letters
Write letters that make justified claims.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Writing Plan for Information
Requests
Opening - asks the most important question
first, or expresses a polite command.
Body - explains the request logically and
courteously and asks other questions.
Closing - requests a specific action with an
end date, if appropriate, and shows
appreciation.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Information Request Direct
Opening
 Use a question or a polite command for first
sentence.
 Indirect:
I need a computer printer that is not too expensive but will
enable me to print term papers and occasional
correspondence. I believe your model 500 might work for
me if it is compatible with my Smart computer.
 Direct:
Is your Model 500 printer compatible with a Smart
computer?
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Information Request Body
Explain the request logically and
courteously.
Ask other questions.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Information Request Body
Is your Model 500 printer compatible with a
Smart computer?
My Smart computer has the following
features:
- Pentium-based processor
- 64 megabytes of RAM
- 11g hard drive
Can the Model 500 produce newsletters with
photos, mailing labels, and other colour
professional documents?
The body of
a request
letter should
provide
necessary
details and
should be
easy to read.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Information Request Closing
Request a specific action with an end
date, if appropriate, and show
appreciation.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Information Request Closing
Your answer to my inquiry will be very
helpful if received before June 16 when I must
make my printer choice.
The closing of
a request
letter should
tell the reader
what you want
done and
when.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Writing Plan for Order
Requests
Opening - authorizes purchase and suggests
method of shipping.
Body - lists items vertically; provides quantity,
order number, description, and unit price; and
shows total price of order.
Closing - requests shipment by a specific
date, tells method of payment, and
expresses appreciation.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Order Request Direct Opening
Authorize the purchase and suggest method
of shipment.
Ladies and Gentlemen:
Please send by FedEx the following items from your summer
reference catalog entitled Custom Imprinted Products:
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Order Request Body
List items vertically.
Provide quantity, order, number description,
and unit price.
Show total price of the order.
Prevent mistakes by providing as much
information as possible.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Order Request Body
100
100
100
No. F268
No. PB213
No. 502
Diplomat memo holders
Professional name badges
Writebrite pens, blue
3.15 315.00
.54
54.00
.45
45.00
414.00
GST
28.98
Estimated shipping costs
14.53
Total
$457.51
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Order Request Closing
Request shipment by a specific date.
Tell method of payment.
Express appreciation.
Enclosed is our cheque for $457.51. We would appreciate
receiving these items by October 20 for our fall sales
conference.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Writing Plan for Claim
Requests
Opening - describes clearly the desired
action.
Body - explains the nature of the claim, tells
why the claim is justified, and provides
details regarding the action requested.
Closing - ends pleasantly with a goodwill
statement, and includes end dating if
appropriate.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Claim Request Direct Opening
Describe clearly the desired action.
Dear Ms. Torrey:
Please rush 14 No. 14460 L-shaped desks replacing the ones
in Order No. 100089 that were damaged in transit.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Claim Request Body
Explain the nature of the claim.
Tell why the claim is justified.
Provide details regarding action requested of
the reader.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Claim Request Body
Enclosed is a copy of Invoice No. 33468 that lists our order for
25 L-shaped desks. Fourteen of them were damaged in transit
and cannot be used. These desks were to be placed in our new
offices to open March 15. Please rush the replacement desks to
us by Consolidated Freight, and let us know what to do with the
damaged desks.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Claim Request Closing
End pleasantly with goodwill statement.
Include end dating if appropriate.
We appreciate doing business with you because we know how
hard you will work to get us the replacement desks by March
12, in time for the opening of our new offices.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Letter Salutations
Use individual’s name whenever possible.
When no name is available, use the
simplified letter style, omitting a salutation.
When no name is available and you cannot
use simplified style, rely on Ladies and
Gentlemen.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning