1. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Letters that Make Routine Requests C H A P T E R 6

2. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Learning Objectives u Analyze letter content and select an appropriate writing strategy. u Write letters that request information concisely. u Write letters that order merchandise clearly and efficiently. u Identify and use appropriate salutations for letters u Write letters that make justified claims.

3. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Writing Plan for Information Requests Opening - asks the most important question first, or expresses a polite command. Body - explains the request logically and courteously and asks other questions. Closing - requests a specific action with an end date, if appropriate, and shows appreciation.

4. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Information Request Direct Opening u Use a question or a polite command for first sentence. u Indirect: I need a computer printer that is not too expensive but will enable me to print term papers and occasional correspondence. I believe your model 500 might work for me if it is compatible with my Smart computer. u Direct: Is your Model 500 printer compatible with a Smart computer?

5. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Information Request Body u Explain the request logically and courteously. u Ask other questions.

6. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Information Request Body Is your Model 500 printer compatible with a Smart computer? My Smart computer has the following features: - Pentium-based processor - 64 megabytes of RAM - 11g hard drive Can the Model 500 produce newsletters with photos, mailing labels, and other colour professional documents? The body of a request letter should provide necessary details and should be easy to read.

7. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Information Request Closing u Request a specific action with an end date, if appropriate, and show appreciation.

8. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Information Request Closing Your answer to my inquiry will be very helpful if received before June 16 when I must make my printer choice. The closing of a request letter should tell the reader what you want done and when.

9. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Writing Plan for Order Requests Opening - authorizes purchase and suggests method of shipping. Body - lists items vertically; provides quantity, order number, description, and unit price; and shows total price of order. Closing - requests shipment by a specific date, tells method of payment, and expresses appreciation.

10. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Order Request Direct Opening u Authorize the purchase and suggest method of shipment. Ladies and Gentlemen: Please send by FedEx the following items from your summer reference catalog entitled Custom Imprinted Products:

11. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Order Request Body u List items vertically. u Provide quantity, order, number description, and unit price. u Show total price of the order. u Prevent mistakes by providing as much information as possible.

12. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Order Request Body 100No. F268Diplomat memo holders 3.15 315.00 100No. PB213Professional name badges.54 54.00 100No. 502Writebrite pens, blue.45 45.00 414.00 GST 28.98 Estimated shipping costs 14.53 Total $457.51

13. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Order Request Closing u Request shipment by a specific date. u Tell method of payment. u Express appreciation. Enclosed is our cheque for $457.51. We would appreciate receiving these items by October 20 for our fall sales conference.

14. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Writing Plan for Claim Requests u Opening - describes clearly the desired action. u Body - explains the nature of the claim, tells why the claim is justified, and provides details regarding the action requested. u Closing - ends pleasantly with a goodwill statement, and includes end dating if appropriate.

15. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Claim Request Direct Opening u Describe clearly the desired action. Dear Ms. Torrey: Please rush 14 No. 14460 L-shaped desks replacing the ones in Order No. 100089 that were damaged in transit.

16. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Claim Request Body u Explain the nature of the claim. u Tell why the claim is justified. u Provide details regarding action requested of the reader.

17. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Claim Request Body Enclosed is a copy of Invoice No. 33468 that lists our order for 25 L-shaped desks. Fourteen of them were damaged in transit and cannot be used. These desks were to be placed in our new offices to open March 15. Please rush the replacement desks to us by Consolidated Freight, and let us know what to do with the damaged desks.

18. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Claim Request Closing u End pleasantly with goodwill statement. u Include end dating if appropriate. We appreciate doing business with you because we know how hard you will work to get us the replacement desks by March 12, in time for the opening of our new offices.

19. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Letter Salutations u Use individual’s name whenever possible. u When no name is available, use the simplified letter style, omitting a salutation. u When no name is available and you cannot use simplified style, rely on Ladies and Gentlemen.

20. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning