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.