essay
Ziyi Wu
ch07.ppt7-*
Writing Positive Business Letters
- Text by
Marty Brounstein, Arthur H. Bell & Dayle M. Smith,
with Connie Isbell
- PowerPoints by
Gates Stoner
Pima Community College
Copyright by John Wiley and Sons, 2006
7-*
Objectives
- Know how letters communicate information in the business world
- Recognize the parts of a standard business letter
- Learn common letter format styles
- Appreciate how positive business letters serve a customer’s needs
Copyright by John Wiley and Sons, 2006
7-*
Purpose of Business Letters
- Communicating with customers and clients regarding
- Requests for information
- Responses to orders, criticism, and claims
- Good/bad news
- Serve as legal documents
Copyright by John Wiley and Sons, 2006
7-*
Effective Business Letters
- Emphasize the reader
- Balance feelings with facts
- Are neither too personal nor impersonal
Copyright by John Wiley and Sons, 2006
7-*
Standard Business Letter
- Letterhead
- Date
- Inside Address
- Subject Statement (optional)
- Salutation
- Body
- Complimentary Close
- Signature
XYZ Camera
123 Flash Lane
Portland, OR 98765
For all your photography needs
September 15, 2006
Ms. Jane Smith
987 Horizon Way
Portland, OR 98765
Subject: Camera Repairs
Dear Ms. Smith,
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Curabitur auctor cursus tellus.
Cras consectetuer pharetra neque. Maecenas enim justo, congue tempus, volutpat ut, ultricies vitae, felis. Iwere acre adh sdfds sdfsa aehdfd fs sg fidao fd afdaso fd ajgoo afdou aigod si dolro ar ar you or.
Nulla pretium volutpat dolor. Integer eleifend suscipit mi. Morbi tempus eleifend dolor.
Sincerely,
Mary J. Kerr
Store Manager
Copyright by John Wiley and Sons, 2006
7-*
Indented Style
- Paragraphs indented 5 spaces
- Include date and complimentary close
- Signature block centered
XYZ Camera
123 Flash Lane
Portland, OR 98765
For all your photography needs
July 15, 2006
Ms. Jane Smith
987 Horizon Way
Portland, OR 98765
Subject: Camera Repairs
Dear Ms. Smith,
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Curabitur auctor cursus tellus.
Cras consectetuer pharetra neque. Maecenas enim justo, congue tempus, volutpat ut, ultricies vitae, felis. Iwere acre adh sdfds sdfsa aehdfd fs sg fidao fd afdaso fd ajgoo afdou.
Nulla pretium volutpat dolor. Integer eleifend suscipit mi. Morbi tempus eleifend dolor.
Sincerely,
Mary J. Kerr
Store Manager
Copyright by John Wiley and Sons, 2006
7-*
Modified Block Style
- Less common than other formats
- Paragraphs not indented
- Return address (when not using letterhead)
- Date and signature block moved to center
XYZ Camera
123 Flash Lane
Portland, OR 98765
For all your photography needs
July 15, 2006
Ms. Jane Smith
987 Horizon Way
Portland, OR 98765
Subject: Camera Repairs
Dear Ms. Smith,
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Curabitur auctor cursus tellus. Duis eget est a nunc auctor suscipit. Morbi auctor scelerisque urna.
Donec eu sapien semper enim commodo tristique. Integer ultricies diam ac odio. Donec placerat gravida ipsum. Etiam a elit.
Consectetuer a, velit. Aliquam vehicula accumsan est. Praesent dapibus sem id magna.
Sincerely,
Mary J. Kerr
Store Manager
Copyright by John Wiley and Sons, 2006
7-*
6 C’s for the Body
- Complete
- Coherent
- Concise
- Concrete
- Convincing
- Considerate
Copyright by John Wiley and Sons, 2006
7-*
Optional Components
- Subject statement
- Attention line
- Final notations
- Copy notation
- Enclosures
- Reference initials
- Postscript
Copyright by John Wiley and Sons, 2006
7-*
Format for Positive Letters
- Deliver the “yes” upfront
- Keep it simple
- Be specific
- As appropriate:
- mention other products and services
- describe future relationship
- thank client for previous business
Copyright by John Wiley and Sons, 2006
7-*
Responding to Criticism
- Acknowledge criticism and any negative feelings
- Start fresh and provide “good news”
Copyright by John Wiley and Sons, 2006
7-*
Responding to claim requests
- Your response will be based on a complex set of factors
- Is the customer right?
- Is the problem the company’s fault?
- Can I admit the fault?
- Can I resolve the problem satisfactorily?
Copyright by John Wiley and Sons, 2006
7-*
Copyright Notice
© 2006 John Wiley & Sons, Inc. All rights reserved. Reproduction or translation of this work beyond that permitted in section 117 of the 1976 United States Copyright Act without express permission of the copyright owner is unlawful. Request for further information should be addressed to the Permissions Department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages caused by the use of these programs or from the use of the information herein.
All clipart and photos courtesy of Microsoft.com
Copyright by John Wiley and Sons, 2006
