KINDS OF BUSINESS LETTERS

1. KINDS OF BUSINESS LETTERS August 26, 2013

2. DEFINITION • The term business letters refers to any written communication that begins with a salutation, ends with a signature, and whose contents are professional in nature. • Business letters, as the term suggests, are letters used for business purpose. These purposes are to sell, to buy, and to promote business relationships.

3. BASIC ELEMENTS OF BUSINESS LETTERS

4. OPTIONAL ELEMENTS OF BUSINESS LETTERS

5. STANDARD TYPES OF BUSINESS LETTERS NEUTRAL POSITIVE POSITIVE NEGATIVE

7. INQUIRY LETTERS • Inquiry letters ask a question or elicit information from the recipient. When composing this type of letter, keep it clear and succinct and list exactly what information you need. Be sure to include your contact information so that it is easy for the reader to respond .

8. INQUIRY LETTERS : 3 Basic Rules

9. SPECIAL REQUEST LETTERS • Make a special demand, not a routine inquiry • Your reader/recipient is not obliged to give you anything • When asking for information: • State who you are • Why you are writing • Precisely what information you need • And exactly when you need the information Note: state that you will keep the information confidential if that is appropriate

10. SALES LETTERS • Typical sales letters start off with a very strong statement to capture the interest of the reader. Since the purpose is to get the reader to do something, these letters include strong calls to action, detail the benefit to the reader of taking the action and include information to help the reader to act, such as including a telephone number or website link.

11. SALES LETTERS: Guidelines • Identify and limit your target reader. • Use reader psychology. • Don’t boast or be a bore. • Use words that appeal to readers’ senses. • Be ethical. 4 As of SALES LETTERS: attention, appeal, application, and action

12. Writing SALES LETTERS First Part: Get the reader’s attention by asking a question, using “how to” statement, complimenting the reader, offering freebies or gift, introducing a comparison, or announcing a change. Second Part: Highlight your product’s allure by appealing to the reader’s intellect, emotions, or both. Third Part: Supply evidence of the value of what you are selling. Mention the cost of the product and relate it to the benefits it will give the customer. Last Part: Tell the readers what you exactly want them to do, and by what time.

13. CUSTOMER RELATIONS LETTERS These deal with establishing and maintaining good working relationships. They deliver good news or bad news, acceptances, or refusals. If you are writing an acceptance letter, use the direct approach – tell readers the good news up front. If you are writing a refusal letter, do not open the letter with your bad news; be indirect.

14. FOLLOW UP LETTERS • Follow up letters are usually sent after some type of initial communication. This could be a sales department thanking a customer for an order, a businessman reviewing the outcome of a meeting or job seeker inquiring about the status of his application. In many cases, these letters are a combination of thank you note and sales letter. • First: begin with a brief expression of gratitude. • Next: discuss the benefits already known to the customer, and stress the company’s dedication to its customers. • Next: extend this discussion into a new or continuing sales area . • Lastly: end with a specific request for future business.

15. COMPLAINT LETTERS • The right tone will increase your chances of getting what you want. • First: begin with a detailed description of the product or service you are complaining about. Include the serial numbers, size quantity, and color. • Next: state exactly what is wrong with the product or service. Briefly describe the inconvenience you have experienced. Indicate precisely what you want done ( you want your money back, you want a new model, you want an apology, and so on). • Finally: ask for prompt handling of your claim.

16. ADJUSTMENT LETTERS • An adjustment letter is normally sent in response to a claim or complaint. If the adjustment is in the customer’s favor, begin the letter with that news. If not, keep your tone factual and let the customer know that you understand the complaint. • For an adjustment letter that tells the customer “YES,” start with your good news. • Admit immediately that the complaint was justified. • State precisely what you are going to do to correct the problem. • Offer an explanation for the inconvenience the customer suffered.

17. ADJUSTMENT LETTERS • End on a friendly, positive note. • For adjustment letters that DENY a claim, avoid blaming or scolding the customer. • Thank the customer for writing. • Stress that you understand the complaint . • Provide a factual explanation to show customers they’re being treated fairly. • Give your decision without hedging or apologizing. • Leave the door open for better and continued business in the future.

18. REFUSAL OF CREDIT LETTERS • Begin on a positive note. • Express gratitude for the applicant for wanting to do business with you. • Cite appropriate reasons for refusing to grant the customer credit: • Lack of business experience or prior credit, • Current unfavorable or unstable financial conditions Note: End on a positive note. Encourage the reader to reapply later when his or her circumstances have changed.

19. COVER LETTER • Cover letters usually accompany a package, report or other merchandise. They are used to describe what is enclosed, why it is being sent and what the recipient should do with it, if there is any action that needs to be taken. These types of letter are generally very short and succinct.

20. REFERENCE • Wickford, H. (2013) 10 Types of Business Letters. Houston Chronicle. Hearst Newspaper. Houston Texas. Work.chron.com. August 25, 2013.