chapter 7: routine and goodwill messages Flashcards
direct-approach message
presents main point in the first paragraph
characteristics of request memo
- put main idea first
- give a reason for the resquest or state its benefit
- right tone
- keep minor points to a minimum
order request
request for merchandise
- purchase authorization
- shipping instructions
order request format
- authorize purchase and preferred method of shipment
- itemize requested merchandise in list format
- close with special instructions and thanks
claim letters
demand or request for something, often a replacement or a refund.
format of claim letter
- make request for adjustment
- identify faulty item or problem
- end positively
personalized form letter
allows you to deliver the same routine information without the inconvenience of retyping a message
format of order acknowledgment
- being directly
- give details of the shipment and convince readers they have made a wise purchase
- use discretion in pushing additional products
- close pleasantly
claim adjustment
response to a claim letter telling the customer what a company intends to do to correct the problem
format of claim adjustment
- grant the adjustment
- explain how you intend to make the adjustment
- close pleasantly
characteristic of goodwill message
- personal
- send them immediately, the longer you wait, the less it seems that you care
- spontaneous, short and sincere
format thank you messages
- thank the reader
- include a few details
- close with goodwill or forward-looking remark
cover/transmittal letter
informative letter that accompanies materials sent from one person to another explaining why those materials are being sent
ragged right margin
margins that end unevenly on the right side of the page
