lecture 8: letters of inquiry. 2 letters of inquiry i.organizing direct requests: three-part direct...

Lecture 8:Lecture 8:Letters of InquiryLetters of Inquiry

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Letters of InquiryLetters of Inquiry

I. Organizing direct requests:

Three-part direct patternA. Opening: Direct statement of the

request or main ideaB. Body: Justification, explanation, and

detailsC. Closing: Courteous close with request

for specific action

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II. Writing direct requests

A. Getting right to the pointB. Including necessary detailsC. Giving a detailed description for unusual,

nonstandard ordersD. Keeping a copy of the order on file

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III. Requesting routine information and action

A. Requests to company insiders1. Using memo format2. Following direct plan

B. Requests to other businesses1. In response to advertisements2. For other product inquiries, provide more

explanation3. For claims and adjustments

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IV. Types of direct request lettersA. Asking for information or actionB. Making a claim requiring an adjustment

C. Tips for writing direct requests

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Direct RequestsDirect Requests

Benefit writer

Requesting information or action

Writing claims

Requesting credit

Inquiring about people

1. Persuasive techniques

2. Reader’s needs and interests

Benefit readerPlacing an order

Issuing an invitation1. Standard form

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Organizing Direct RequestsOrganizing Direct Requests Three-part Direct Pattern for Requests and

Responses:

Opening

1. Front loaded with the main idea

2.Say immediately why you are writing.

Body

1. Explain your request or response

2. Provide details

3.Consider using lists, headings, or columns.

Closing

1. Be specific and courteous

2. State what action you want taken

3.Provide end date.

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For Complex Requests...For Complex Requests...

1.In requesting several items or answers, use an itemized list

2.Limit questions to those reflecting the main idea-- What is the price range on the machine? What is the price for 20-Cup ElectroPerk coffee pot?

3.Omit questions you can answer independently

4.Limit each question to one topic Does it come with attachments? Do attachments cost extra? Is the machine hard to use? What attachments, if any, are included in the purchased price?

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When Writing Direct Request When Writing Direct Request Letters...Letters...

*Ex: I must purchase a new office coffee pot within the next two weeks, so I will appreciate hearing from you by…

Get right to the point Interested and cooperative

Include necessary details 1. Date2. Offer to make purchase*3. Description of goods -- catalog number

-- quantity; color; size;-- price, & amount due

4. Delivery and billing address(es)5. Shipping arrangements6. Payment details

Give a detailed description for unusual, nonstandard order

SpecificationsDrawings

Keep copy of the order on file

For future reference

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Requesting Routine Information Requesting Routine Information and Actionand Action

A. To company insiders:Use memo format

Follow direct plan: State purpose Explain and justify request Close with reminder of request and instructions for

complying

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Requesting Routine Information Requesting Routine Information and Action (cont’d)and Action (cont’d)

B. To other businesses:A. In response to advertisements

Fill out and return response card, if available If not, write requesting information and mentioning where

you saw it Including handling fee if required

B. For other product inquires Describe request Indicate reader benefit in complying with request Make compliance easy

C. For claims and adjustments

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Asking for Information or ActionAsking for Information or Action

Rule 1: Open with a question or a polite Rule 1: Open with a question or a polite request.request.

EX: Could you please answer the following questions about your payroll service.

(punctuate this polite command with a period instead of a question mark.)

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Rule 2: Explain your purpose and provide Rule 2: Explain your purpose and provide details; Maintain a courteous tone, details; Maintain a courteous tone, spell out what needs to be done, spell out what needs to be done, and focus on reader benefits.and focus on reader benefits.

EX: To ensure that you receive the exact sweater you want, please send us your color choice.

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Rule 3: End the letter courteously. If a date Rule 3: End the letter courteously. If a date is important, set a deadline and explain is important, set a deadline and explain why.why.

Avoid overused endings such as:

Thank you for your cooperation. (trite) Thank you in advance for . . . (presumptuous) If you have any questions, do not hesitate to call me.

(suggests that you do not make yourself clear)

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Asking for Information or ActionAsking for Information or Action(Sample Letter: First draft)

Dear Ms. Ivorson:

Our insurance rates will be increased soon if we don't install security devices on our computer equipment. We have considered some local suppliers, but none had exactly what we wanted.

Starts with background Starts with background information and information and

explanation instead of explanation instead of request.request.

We need a device that can be used to secure separate computer components at a workstation including a computer, keyboard, and monitor. We currently own 18 computers, keyboards, and monitors, along with six printers.

Fails to organize Fails to organize information into logical information into logical

order. order.

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Asking for Information or Action Asking for Information or Action (cont’d)(cont’d)

We wonder if professionals are needed to install your security devices. We are also interested in whether the devices can be easily removed when we need to move equipment around. We are, of course, very interested in price and quantity discounts, if you offer them.

Confuse readers by Confuse readers by jumping around many jumping around many

topics. Fail to ask topics. Fail to ask Specific questions. Specific questions.

Thank you for your attention to this matter.

Ends with cliché.Ends with cliché.

Fails to reveal what to do Fails to reveal what to do and when to do it. and when to do it.

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(Revised Version)

Please could you provide information and recommendations regarding security equipment to prevent the theft of office computers, keyboards, monitors, and printers.

Introduces purpose Introduces purpose

immediatelyimmediately

Our office has 18 computer workstations and 6 printers that we must secure to desks or counters. Answers to the following questions will help us select the best devices for our purposes.

Explains need for Explains need for

informationinformation

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1. What device would you recommend that can secure a workstation consisting of a computer, monitor, and keyboard?

2. What expertise and equipment are required to install and remove the security device?

3. How much is each device? Do you offer quantity discounts, and if so, how much?

Groups open-Groups open-

Ended questions into Ended questions into list for quick list for quick

comprehension and comprehension and best feedback best feedback

Because our insurance rates will be increased if the equipment is not secured before April 1, we would appreciate your response by February 16.

Courteously provide Courteously provide end date and reason end date and reason

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Making a ClaimMaking a Claim

Rule 1: Open with a clear problem statement Rule 1: Open with a clear problem statement or with the action that you want the or with the action that you want the receiver to take when you have a receiver to take when you have a legitimate claim or complaint.legitimate claim or complaint.

EX: Please send us 24 Royal hot-air popcorn poppers to replace the 24 hot-oil poppers sent in error with our order shipped on January 4.

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Making a Claim (cont’d)Making a Claim (cont’d)

Rule 2: Provide the necessary details.Rule 2: Provide the necessary details. Avoid becoming angry or trying to fix blame State the facts logically, objectively, and

unemotionally Include copies of all pertinent documents, such as

invoices, sales slips,… When an alternative remedy exists, spell it out

EX: If you are unable to send 24 Royal hot-air popcorn poppers immediately, please credit our account now and notify us when they become available.

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Rule 3: Act promptly. Delaying claims make Rule 3: Act promptly. Delaying claims make them appear less important, as well as them appear less important, as well as more difficult to verify.more difficult to verify.

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Making a ClaimMaking a Claim

You call yourselves Good Vibes, but all I'm getting from your service is a bad vibes! I'm furious that you have your salespeople slip in unwanted service warranties to boost your sales.

Sound angry Sound angry

When I bought my Panatronic from Good Vibes, Inc. in August, I specifically told the salesperson that I did NOT want a three-year warranty. But there it is on my VISA statement this month! You people have obviously billed me for a service I did not authorize. I refuse to pay this charge.

Jumps to Jumps to conclusionsconclusions

Forgets that Forgets that mistakes happen mistakes happen

How can you hope to stay in business with such fraudulent practices? I was expecting to return this month and look at CD players, but you can be sure I'll find an honest dealer this time.

Fails to suggest Fails to suggest solution solution

(Sample Letter: First Draft)Dear Good Vibes:

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Making a ClaimMaking a Claim(Revised Version)

Dear Good Vibes:

Please credit my VISA account No. 0000-0046-2198-9421, to correct an erroneous charge of $299.

States simply States simply and clearly what and clearly what

to do to do

On August 8 I purchased a Panatronic VCR from Good Vibes, Inc. Although the salesperson discussed a three-year warranty with me, I decided against purchasing that service for $299. However, when my credit card statement arrived this month, I noticed an extra $299 charge from Good Vibes, Inc. I suspect that this charge represents the warranty I declined.

Explains Explains

objectively what objectively what went wrongwent wrong

Doesn’t blame Doesn’t blame

or accuse or accuse

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Enclosed is a copy of my sales invoice along with my VISA statement on which I circled the charge. Please authorize a credit immediately and send a copy of the transaction to me at the above address.

Document factsDocument facts

I'm enjoying all the features of my Panatronic VCR and would like to be shopping at Good Vibes for a CD player shortly.

Uses Uses

friendly tone. friendly tone.

Suggests Suggests

continued continued

business once business once

problems is problems is

resolved resolved

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Writing Direct Requests for Claims Writing Direct Requests for Claims and Adjustmentsand Adjustments

Using the direct plan

Employing a positive, unemotional tone

Documenting a claim with photocopies of invoices, receipts, canceled checks, and the like

Being specific about what you want the company to do or

Explaining the problem and ask the company to suggest a remedy.Ex: Will I have to pay for repairs on faulty merchandise?

Are repairs covered by a warranty or store policy?

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““When, Why, What, How” ApproachWhen, Why, What, How” Approach

For Writing Requests for Adjustments:

WHENWHEN Write as soon as you recognize that you have a problem

WHYWHY Begin your letter by explaining why you’re complaining

Items fail to meet advertised promises Bill is wrong Item hasn't arrived Item was damaged when you bought it

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““When, Why, What, How” Approach When, Why, What, How” Approach (cont’d)(cont’d)

WHATWHAT Tell the reader what you want him / her to do

Cash or credit refund Replacement Repair

HOWHOW The major rule is to put your claim in writing

Complain to the encountered personnel Complain to the person who can help Provide copies of documents Be persistent Be calm

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~ The End ~

lecture 8: letters of inquiry. 2 letters of inquiry i.organizing direct requests: three-part direct...

Documents

direct requests slide

letters of inquiry slide

specific action slide

direct statement

file slide

direct plan b

direct requests benefit

action b