Bussiness Comm ch8 – Flashcards
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Correspondence for everyday business transactions consists mainly of
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routine request and responses
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Routine business letters should be written using what strategy
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direct strategy
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Great business writers do what in the opening paragraph of a routine letter
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state immediately why they are writing b/c the purpose of routine letter go in the opening
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Example of frontloading info
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Please answer the following questions about your....
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Body of routine letter
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presents details that explain your request or response
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If you ask a series of questions in a routine letter, what is the best way to present these questions
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in a paragraph in the body of your letter
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Best advice for writing the body of a routine business letter
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the biggest problem in business writing is poor organization
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3 characteristics that distinguish good letters
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clear content correct form tone of goodwill
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What should you do to make sure the content of your letter is clear
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use short sentences and paragraphs
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How to achieve a tone of goodwill
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present the message from the readers point of view
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Example of statement that demonstrates a goodwill tone
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your application for the financial analyst positions has been reviewed
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What should you do to make sure letter you are sending is properly formatted
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use block style or another accepted letter format
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Most accurate statement about formatting business letters concerning carefully formatted letters
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they reflect the writers carefulness and experience
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What the first thing you do before writing a routine letter that requests info
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consider its costs in terms of your time and workload
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Example of question that will elicit the most info when asked in a letter requesting info and action
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what brands and models of smart phones do you recommend
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You are writing a letter asking for info and want to show appreciation to the reader in the closing. What statement should you use
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I appreciate this information b/c it will allow me to make an effective decision about which plan to choose
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what is a claim
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when a customer must write to identify or correct a wrong the letter is called a claim
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What is a straight forward claim
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those which you expect the receiver to agree with readily and are written using direct organizational pattern
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Examples of situations justifying a straightforward claim
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transmission in your car gave out within the warranty period shipment arrived two weeks after it was promised your credit card was billed twice for a purchase
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What is an accurate statement regarding striaghforward claims Adjustment letter
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written claims are taken more seriously than claims made by phones
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The opening of a straightforward letter should open with 1 of what 2 possibilities
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a clear statement of problem the action you want the receiver to take
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Example of a good opening for a straightforward claim letter
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please credit my visa account for $20, the amount i was overcharged on March 12
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What should you do in the body of a straightforward claim letter
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mention that you have enclosed copies of all pertinent documents
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Example of most effective subject line for a direct reply letter
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Your June 5 Inquiry About...
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What strategy do straightforward claims use
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direct
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Goals in writing adjustment letters
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rectify a wrong regain customer confidence promote future business
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Best opening for an adjustment letter
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we have credited your account for $20 as a refund for your dining experience
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What should you do in body of adjustment letter
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explain how you are complying with the claim
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5 S's of goodwill message
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selfless specific sincere spontaneous short
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Most accurate statement about goodwill messages
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they carry the hidden message that you care about
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Example of best statement to include in a goodwill message
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We are so sorry, Sonica, to learn of the loss of your husband Gary
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3 points to cover when thanking someone for a gift
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identify the gift explain how you will use it tell why you appreciate it
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International business letters
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should conform to the conventions of the receivers country if important, have someone familiar with local customs read and revise it
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when a business communicator must be persuasive and cant do it in person what tool is more effective than the other communication tool
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business letter
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Do everyday transactions of a business often require the writer to use special techniques to be convincing, to soften bad news, or to be tactful
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no
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Business letters are better if they start with what
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action desired or main idea
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What view is one of the ways to build goodwill in business letters
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the "you" view
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If you can get the info you need on your own, what shouldn't you do
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write a letter asking for it
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Do polite requests such as "will you please send a catalog" require a question mark
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no
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When writing a letter that contains mostly good news but may have some negative elements what strategy of organization should you use
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direct
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If you choose to apologize, the apology should be placed in the closing of an adjustment letter
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false
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Using words such as regret, inconvenience, and misunderstanding in an adjustment letter shows the reader that you care
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false
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Can resale info be included in an adjustment letter
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yes
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Is writing goodwill messages easier than other types of routine business documents
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no
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Are oral messages usually more expressive and more meaningful to receivers than written goodwill messages
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no
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Example of goodwill message
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your presentation to the board about various funding options was well researched and informative
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Goodwill messages usually dont use phrases such as
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thank you from the bottom of my hear it gives me great pleasure to extend my congratulations
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You should you use what strategy for positive, everyday messages
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direct
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Examples of graphic highlights in business letters
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numbered or bulleted lists headings columns boldface or italic type
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What are graphic highlights used for
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to highlight details in body of business letter
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Block style letters
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formatted with all parts of the letter set flush left
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Polite commands
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some routine letters open with these "will you please answer the following questions about your new line of computer brands"
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Adjustment letter
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the letter a company writes when it received a claim and decides to respond favorably
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Apologizing in an adjustment letter
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its a debatable issue some attorneys discourage doing so but many customers appreciate it
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Goodwill messages
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messages written to express thanks, congratulations, recognition or sympathy
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Thank you notes should be written for
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favors gifts hospitality
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Sympathy notes
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refer to death or misfortune sensitively and offer assistance without going into excessive detail
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5 things to think about in phase 1
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do i really need to write this email, memo, or letter why am i writing how ill the reader react what channel should i use how can i save my readers time
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4 things to think about in phase 3
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is the message clear is the message correct did you plan for feedback will this message achieve its purpose
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