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ROUTINE LETTERS & GOODWILL MESSAGES

ROUTINE LETTERS & GOODWILL MESSAGES. Chapter 9. THE 3- x –3 WRITING PROCESS. Prewriting Writing Revising Analyze Research Revise Anticipate Organize Proofread Adapt Compose Evaluate. Chapter 7 Letters Direct Request Letters

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ROUTINE LETTERS & GOODWILL MESSAGES

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  1. ROUTINE LETTERS & GOODWILL MESSAGES Chapter 9

  2. THE 3- x –3 WRITING PROCESS PrewritingWritingRevising Analyze Research Revise Anticipate Organize Proofread Adapt Compose Evaluate

  3. Chapter 7 Letters Direct Request Letters (customer making a request to a company or individual) Direct Reply Letters (company/individual responding to a customer request) Goodwill Messages

  4. Direct Pattern for Routine Letters Opening: State the main idea Will you please answer the following questions . . . Would you please speak to my class on . . . Body: Present details that explain purpose Closing: Repeat request for action and provide goodwill words

  5. Direct Request Letters A. Requesting Information & Action B. Placing Orders C. Making Straightforward Claims

  6. Requesting Information & Action Letter Situation: A businessperson is writing to make reservations to stay at a hotel during a convention. Most direct opening: (a.) I shall be attending the convention of Store Fixtures Manufacturers (b.) Please reserve a room for me on the nights of February 13 and 14.

  7. January 2, 2002 Mr. James Leslie2411 Jefferson Ct.Monroe, LA 71272Dear Mr. Leslie: Please reserve a room for me on the nights of February 13 and 14. I shall be attending the convention of Store Fixtures Manufacturers. My arrival time will be approximately 6 p.m. on February 12. My departure time will be approximately 10 a.m. on February 15. I would prefer a nonsmoking room near the swimming pool. Please confirm the response by the end of the week. Thank you for reserving my room for the convention. Sincerely, Please reserve a room for me on the nights of February 13 and 14.

  8. January 2, 2002 Mr. James Leslie2411 Jefferson Ct.Monroe, LA 71272Dear Mr. Leslie: Please reserve a room for me on the nights of February 13 and 14. I shall be attending the convention of Store Fixtures Manufacturers. My arrival time will be approximately 6 p.m. on February 12. My departure time will be approximately 10 a.m. on February 15. I would prefer a nonsmoking room near the swimming pool. Please confirm the response by the end of the week. Thank you for reserving my room for the convention. Sincerely, I shall be attending the convention of Store Fixtures Manufacturers. My arrival time will be approximately 6 p.m. on February 12. My departure time will be approximately 10 a.m. on February 15. I would prefer a nonsmoking room near the swimming pool. Please confirm the respond by the end of the week.

  9. January 2, 2002 Mr. James Leslie2411 Jefferson Ct.Monroe, LA 71272Dear Mr. Leslie: Please reserve a room for me on the nights of February 13 and 14. I shall be attending the convention of Store Fixtures Manufacturers. My arrival time will be approximately 6 p.m. on February 12. My departure time will be approximately 10 a.m. on February 15. I would prefer a nonsmoking room near the swimming pool. Please confirm the response by the end of the week. Thank you for reserving my room for the convention. Sincerely, Thank you for reserving my room for the convention.

  10. Requesting Information & Action Letter Situation: A marketing professor is writing to request a complimentary copy of the Asian Wall Street Journal. Most direct opening: (a.) The Asian Wall Street Journal would be an excellent addition to my class. (b.) Please send me a complimentary copy of the Asian Wall Street Journal for the entire year.

  11. January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone—more than twice the number needed to obtain one free subscription. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Please send me a complimentary copy of the Asian Wall Street Journal for the entire year.

  12. January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone—more than twice the number needed to obtain one free subscription. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone—more than twice the number needed to obtain one free subscription.

  13. January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone—more than twice the number needed to obtain one free subscription. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Thank you for considering my Asian Wall Street Journal subscription request.

  14. Direct Request Letters A. Requesting Information & Action B. Placing Orders C. Making Straightforward Claims

  15. Placing Orders Letter Situation: A schoolteacher is writing a letter ordering custom pencils to be given to students as an incentive. Most direct opening: (a.) Please send by express mail some custom-designed pencils I saw advertised in your summer catalog. (b.) I will need 144 gross #2 pencils.

  16. January 2, 2002 Acme Pencil Company P. O. Box 492 Whitewater, WI 59983 ORDER REQUEST FOR PENCILS Please send by express mail some custom-designed pencils I saw advertised in your summer catalog. I will need 144 gross #2 pencils. The blue and white pencils should contain the inscription “Ingraham Ram” in gold engraving. Please bill me—rather than the school—for the entire amount I would appreciate receving the pencils before the end of the month so that I may award them to students at the end of this quarter. RON SHAPLEY Please send by express mail some custom-designed pencils I saw advertised in your summer catalog.

  17. January 2, 2002 Acme Pencil Company P. O. Box 492 Whitewater, WI 59983 ORDER REQUEST FOR PENCILS Please send by express mail some custom-designed pencils I saw advertised in your summer catalog. I will need 144 gross #2 pencils. The blue and white pencils should contain the inscription “Ingraham Ram” in gold engraving. Please bill me—rather than the school—for the entire amount I would appreciate receving the pencils before the end of the month so that I may award them to students at the end of this quarter. RON SHAPLEY I will need 144 gross #2 pencils. The blue and white pencils should contain the inscription “Ingraham Ram” in gold engraving. Please bill me—rather than the school—for the entire amount.

  18. January 2, 2002 Acme Pencil Company P. O. Box 492 Whitewater, WI 59983 ORDER REQUEST FOR PENCILS Please send by express mail some custom-designed pencils I saw advertised in your summer catalog. I will need 144 gross #2 pencils. The blue and white pencils should contain the inscription “Ingraham Ram” in gold engraving. Please bill me—rather than the school—for the entire amount I would appreciate receving the pencils before the end of the month so that I may award them to students at the end of this quarter. RON SHAPLEY I would appreciate receiving the pencils before the end of the month so that I may award them to students at the end of this quarter.

  19. Direct Request Letters A. Requesting Information & Action B. Placing Orders C. Making Straightforward Claims

  20. Making Straightforward Claims Opening: Present the claim directly Please credit my VISA account . . . Body: Explain what happened On August 8 I purchased . . . I noticed an extra $299 on my . . . Closing: Request action We hope that by June 1 you will be able to . . .

  21. Making Straightforward Claims Letter Situation: A person is writing a letter to a gift shop requesting a refund for a defective flag purchased earlier. Most direct opening: (a.) Please refund $24.75 for a defective flag I purchased from your store. (b.) I purchased a defective flag from your store.

  22. July 2, 20xx Hallmark Vintage Faire Mall Modesto, CA 95350 CLAIM FOR DEFECTIVE FLAG Please refund $24.75 for a defective flag I purchased from your store. The U.S. flag has many of the qualities it was said to have; it’s an impressive flag. However, it has one visible defect: it contains 55 starts. The stars are arranged in 5 rows of 11 stars each instead of the normal pattern of 5 rows of 6 stars and 4 rows of five stars. I’ve enclosed a photograph of the flag along with a copy of my canceled check. I’ve enjoyed ordering products from your company through the years and will continue to do so once this matter is resolved. RAY APPLETON Please refund $24.75 for a defective flag I purchased from your store.

  23. The U.S. flag has many of the qualities it was said to have; it’s an impressive flag. However, it has one visible defect: it contains 55 stars. The stars are arranged in 5 rows of 11 stars each instead of the normal pattern of 5 rows of 6 stars and 4 rows of five stars. I’ve enclosed a photograph of the flag along with a copy of my canceled check. July 2, 20xx Hallmark Vintage Faire Mall Modesto, CA 95350 CLAIM FOR DEFECTIVE FLAG Please refund $24.75 for a defective flag I purchased from your store. The U.S. flag has many of the qualities it was said to have; it’s an impressive flag. However, it has one visible defect: it contains 55 starts. The stars are arranged in 5 rows of 11 stars each instead of the normal pattern of 5 rows of 6 stars and 4 rows of five stars. I’ve enclosed a photograph of the flag along with a copy of my canceled check. I’ve enjoyed ordering products from your company through the years and will continue to do so once this matter is resolved. RAY APPLETON .

  24. July 2, 20xx Hallmark Vintage Faire Mall Modesto, CA 95350 CLAIM FOR DEFECTIVE FLAG Please refund $24.75 for a defective flag I purchased from your store. The U.S. flag has many of the qualities it was said to have; it’s an impressive flag. However, it has one visible defect: it contains 55 starts. The stars are arranged in 5 rows of 11 stars each instead of the normal pattern of 5 rows of 6 stars and 4 rows of five stars. I’ve enclosed a photograph of the flag along with a copy of my canceled check. I’ve enjoyed ordering products from your company through the years and will continue to do so once this matter is resolved. RAY APPLETON I’ve enjoyed ordering products from your company through the years and will continue to do so once this matter is resolved.

  25. Complying With Requests Letter Situation: A business instructor has decided to comply with a high school teacher’s request to send a photocopy of a needed item. Most direct opening: (a.) I received your request for a shorthand conversion chart. (b.) I’m very happy to send the shorthand conversion chart you requested this morning.

  26. August 15, 19xx Ms. Cynthia Means P.O. Box 706 Brookesmith ISD Brookesmith, TX 76827 Dear Ms. Means: I’m very happy to send the shorthand conversion chart you requested this morning. You might contact the regional representatives of the various textbook companies. They can supply you with many useful tools needed teaching all office administration courses. Please feel free to call upon me or other members of the HPU School of Business at any time. Sincerely Elwin Myers Associate Professor of Business EnclosureTLA/lb Encls. ugu I’m very happy to send the shorthand conversion chart you requested this morning.

  27. August 15, 19xx Ms. Cynthia Means P.O. Box 706 Brookesmith ISD Brookesmith, TX 76827 Dear Ms. Means: I’m very happy to send the shorthand conversion chart you requested this morning. You might contact the regional representatives of the various textbook companies. They can supply you with many useful tools needed teaching all office administration courses. Please feel free to call upon me or other members of the HPU School of Business at any time. Sincerely Elwin Myers Associate Professor of Business EnclosureTLA/lb Encls. ugu You might contact the regional representatives of the various textbook companies. They can supply you with many useful tools needed teaching all office administration courses.

  28. August 15, 19xx Ms. Cynthia Means P.O. Box 706 Brookesmith ISD Brookesmith, TX 76827 Dear Ms. Means: I’m very happy to send the shorthand conversion chart you requested this morning. You might contact the regional representatives of the various textbook companies. They can supply you with many useful tools needed teaching all office administration courses. Please feel free to call upon me or other members of the HPU School of Business at any time. Sincerely Elwin Myers Associate Professor of Business EnclosureTLA/lb Encls. ugu Please feel free to call upon me or other members of the HPU School of Business at any time.

  29. When used in a negative news situation When used more than two/three times When misspelled or misused Avoid Using Names Within Letter Body

  30. Ray C. Fish Ray Seafish

  31. Lakshmanan Sathyavagiswaran Los Angeles County Coroner

  32. Direct Reply Letters A. Complying With Requests B. Writing Letters of Recommendation C. Granting Claims & Adjustments

  33. Granting Claims & Adjustments Opening: Grant claim directly Your VISA account will be credited immediately . . . . Body: Explain what happened & how it has/will be corrected In preparing our products, we take special care . . . . Closing: Provide cordial, personalized statement

  34. Granting Claims & Adjustments Letter Situation: A card store has decided to send a check to a customer who purchased a defective flag with 55 stars. Most direct opening: (a.) Please accept our apology for the defective flag your received. (b.) Please accept the enclosed check of $24.75 for the flag you recently purchased in our store.

  35. March 10, 20xx Mr. Ray Appleton 580 Shaw Ave. Modesto, CA 95307 Dear Mr. Appleton Please accept the enclosed check of $24.75 for the flag you recently purchased in our store. The flag you purchased was manufactured by a flag supplier we had just started using. After we received your letter, we decided to carefully inspect the remaining flags we had received from them. Although we didn’t find any additional problems with those flags, we have nonetheless decided to discontinue using that supplier in the future. In addition to the refund check, we would like to give you a coupon good for 25% off your next purchase at your Modesto Hallmark store. Please come in soon and use your coupon on our new Spring merchansise. Sincerely Velma Rios Store Manager Enclosures (2) Please accept the enclosed check of $24.75 for the flag you recently purchased in our store.

  36. March 10, 20xx Mr. Ray Appleton 580 Shaw Ave. Modesto, CA 95307 Dear Mr. Appleton Please accept the enclosed check of $24.75 for the flag you recently purchased in our store. The flag you purchased was manufactured by a flag supplier we had just started using. After we received your letter, we decided to carefully inspect the remaining flags we had received from them. Although we didn’t find any additional problems with those flags, we have nonetheless decided to discontinue using that supplier in the future. In addition to the refund check, we would like to give you a coupon good for 25% off your next purchase at your Modesto Hallmark store. Please come in soon and use your coupon on our new Spring merchansise. Sincerely Velma Rios Store Manager Enclosures (2) The flag you purchased was manufactured by a flag supplier we had just started using. After we received your letter, we decided to carefully inspect the remaining flags we had received from them. Although we didn’t find any additional problems with those flags, we have nonetheless decided to discontinue using that supplier in the future.

  37. March 10, 20xx Mr. Ray Appleton 580 Shaw Ave. Modesto, CA 95307 Dear Mr. Appleton Please accept the enclosed check of $24.75 for the flag you recently purchased in our store. The flag you purchased was manufactured by a flag supplier we had just started using. After we received your letter, we decided to carefully inspect the remaining flags we had received from them. Although we didn’t find any additional problems with those flags, we have nonetheless decided to discontinue using that supplier in the future. In addition to the refund check, we would like to give you a coupon good for 25% off your next purchase at your Modesto Hallmark store. Please come in soon and use your coupon on our new Spring merchansise. Sincerely Velma Rios Store Manager Enclosures (2) In addition to the refund check, we would like to give you a coupon good for 25% off your next purchase at your Modesto Hallmark store.

  38. March 10, 20xx Mr. Ray Appleton 580 Shaw Ave. Modesto, CA 95307 Dear Mr. Appleton Please accept the enclosed check of $24.75 for the flag you recently purchased in our store. The flag you purchased was manufactured by a flag supplier we had just started using. After we received your letter, we decided to carefully inspect the remaining flags we had received from them. Although we didn’t find any additional problems with those flags, we have nonetheless decided to discontinue using that supplier in the future. In addition to the refund check, we would like to give you a coupon good for 25% off your next purchase at your Modesto Hallmark store. Please come in soon and use your coupon on our new Spring merchandise. Sincerely Velma Rios Store Manager Enclosures (2) Please come in soon and use your coupon on our new Spring merchandise.

  39. Letter Parts

  40. Howard Payne University Fisk & Main Streets Brownwood, TX 76801 (915) 649-8020 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Letter Format p. A-28

  41. Howard Payne University Fisk & Main Streets Brownwood, TX 76801 (915) 649-8020 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Letterhead

  42. P.O. Box 181 Brownwood, TX 76801 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Return Address Personal Business Format

  43. Howard Payne University Fisk & Main Streets Brownwood, TX 76801 (915) 649-8020 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Dateline

  44. Howard Payne University Fisk & Main Streets Brownwood, TX 76801 (915) 649-8020 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Inside Address

  45. Howard Payne University Fisk & Main Streets Brownwood, TX 76801 (915) 649-8020 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Salutation

  46. Howard Payne University Fisk & Main Streets Brownwood, TX 76801 (915) 649-8020 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Subject Line

  47. Howard Payne University Fisk & Main Streets Brownwood, TX 76801 (915) 649-8020 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Body

  48. Howard Payne University Fisk & Main Streets Brownwood, TX 76801 (915) 649-8020 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Complimentary close

  49. Howard Payne University Fisk & Main Streets Brownwood, TX 76801 (915) 649-8020 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Signature

  50. Howard Payne University Fisk & Main Streets Brownwood, TX 76801 (915) 649-8020 January 2, 2002 Mr. Thomas Baker Asian Wall Street Journal P. O. Box 492 Chicopee, MA 34884 Dear Mr. Baker: SUBJECT: COMPLIMENTARY COPY REQUEST Please send me a complimentary copy of the Asian Wall Street Journal for the entire year. I have enclosed photocopies of the “Newspaper-in-Educational Program” for the Wall Street Journal to show that I have obtained 17 new student subscriptions in ONE class alone. Thank you for considering my Asian Wall Street Journal subscription request. Sincerely, Peter Chan Peter Chan PC/rp Enclosure Signature block

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