1. 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.

2. 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.

3. 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.

4. 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.

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

6. 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.

7. 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.

8. 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.

9. 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.

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

11. 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...

12. 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.

13. 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.

14. 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. 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.

15. 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.

16. 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.

17. 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.