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Business Letters the Easy Way by Andrea B. Geffner

By Andrea B. Geffner

The following in its newly up-to-date variation is the straightforward technique to write company letters which are transparent, concise, fascinating, grammatical, and efficient. pattern letters observe to revenues, public family, job-hunting, claims and alterations, business-to-business correspondence, and masses extra. New during this version are tips for powerful use of fax machines and computer-related media for enterprise correspondence. the writer issues out methods of fending off ordinary pitfalls in company writing, with tips about right notice selection, right formatting, punctuation, and the fundamentals of creating transparent, grammatical sentences.

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Example text

Again, the letter should assume the customer's willingness to wait. But it should also make an attempt to "resell" the merchandise by stressing its finer features without emphasizing the missing items (see Figure 46). Figure 46 Partial Delivery < previous page page_39 next page > < previous page page_40 next page > Page 40 When an order cannot be filled at all, a letter suggesting a substitute order (Figure 47) is occasionally appropriate. The suggested merchandise must, naturally, be comparable to the original order and should be offered from a perspective, not of salvaging a sale, but of helping the customer.

You must be careful, however, to word your explanation tactfully and resist the impulse to accuse your reader of trying to gather information to which she is not entitled. Assume the inquiry was innocent and try to maintain goodwill. < previous page page_42 next page > < previous page page_43 next page > Page 43 Figure 49 Inquiry Reply II Sometimes a request for information about a company's products or services may be answered with a brochure or catalog. Such materials, though, must always be accompanied by a personalized cover letter.

Assurance should be given that the delay is unavoidable and that everything is being done to speed delivery. " It should express that you understand the customer's disappointment and regret the inconvenience. At the same time, the letter must avoid a negative tone and not only stress that the merchandise is worth waiting for, but assume that the customer is willing to wait. The form letter in Figure 45 could be used in a mass mailing but sounds, nevertheless, as if it has the individual customer in mind.

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