Suggested Response to “Evaluating a Generic Business Letter”
Responses will vary depending on the letters students pick. The following sample comments concern the “Apology for Delay of Refund” letter. This letter expresses regret for the delay, states that the company will issue a check at once, thanks the customer for bringing the matter to the writer’s attention, and compliments the customer’s perseverance. However, referring to the computer as a “fellow” detracts from the professional persona of the writer and may offend some readers.
Suggested Response to “Analyzing Audience and Purpose in Sales Letters”
Although responses will vary, ill-
Suggested Response to “Evaluating a Claim Letter”
Responses will vary depending on the letters students pick, but a strong response will assess the extent to which the letter writer successfully explains the problem, projects a “you attitude,” and proposes a reasonable adjustment. Students might also note the quality of the writing itself (for example, citing evidence that the writer has, or has not, proofread the claim letter before posting or sending it).
Suggested Response to “Revising Letters”
This order letter does not contain sufficient information. Where are the part numbers and the prices? What is the method of shipment?
The writer should simply visit the school’s website or ask for the school’s catalog, either of which will answer all of his or her questions.
The strategy of this sales letter is effective, but the writing is turgid. The first paragraph, which is intended to attract the reader’s attention, is dull. In the second paragraph, the writer could use a little more evidence to dramatize his point. The third paragraph, the description of the product, is short on specifics. How does the system work?
The salutation “Gentleman” should be replaced with a non-
Suggested Response to “Writing a Sales Letter”
Although responses will vary, successful sales letters will project the “you attitude”; gain the reader’s attention with facts, quotations, or questions; describe the company’s products; convince the reader that claims are accurate; and tell the reader how to find out more by including a web address.
Suggested Response to “Evaluating Your School’s Netiquette Guidelines”
Responses will vary. If your college or university does not provide netiquette guidelines, you might refer students to another university’s site.
Suggested Response to “Food Irradiation at Synergy, Inc.”
In brief, food irradiation is a process in which ionizing radiation is used to eliminate disease-
Identifying information, including the organization’s logo or abbreviated letterhead and “To,” “From,” “Subject,” and “Date” lines.
A concise and direct statement of purpose early in the memo. For example: “This memo explains the food irradiation process and recommends that we conduct a formal study on whether the company’s food service should use irradiated food.”
Descriptive headings.
Adequate background information on food irradiation.
A brief summary. For example: “Food irradiation is a promising new application of an established technology and an important tool for preventing foodborne diseases. Synergy, Inc., should investigate the feasibility of including food irradiation in its food sanitation program.”
Action items recommending how Paton should follow up.
Suggested Response to “Shaping Correspondence To Meet Your Audience’s Needs”
Offering a general-
Suggested Response to “Projecting the ‘You Attitude’ When Corresponding with Customers and Colleagues”
1. Sample memo to a company officer:
TO: Russ Ong, Manager, Customer Service Department
FROM: [your name], Customer Service Department
DATE: December 16, 2016
SUBJECT: Procedures for handling complaints about defects in products
This memo describes a problem we might have with how we handle complaints about defects in products. First, I review the situation, and then I recommend that we investigate this problem further.
Complaints About Defects in Products
About a week ago, the Customer Service Department received a letter from Handee Hardware describing two instances of our UT9 pipe wrench snapping. When I investigated the situation further, I learned that other departments had received complaints about the UT9 handle snapping. Each department is deciding on a case-
Recommendation
To maintain our excellent safety record, I recommend we investigate our procedures for handling complaints about defects in our products. I volunteer to head a committee to look into our procedures and, if necessary, recommend changes.
Action Item
Please let me know whether you would like to discuss this situation further or would like me to head a committee.
2. Sample letter to customers:
United Tools
20 Central Avenue
Dover, TX 76104
December 13, 2016
Mr. Chel Thomas
Handee Hardware, Inc.
17 Main Street
Millersville, AL 61304
Dear Mr. Thomas:
I appreciate your calling our attention to a possible design weakness of our 9” pipe wrench. I am sorry you were dissatisfied with the performance of the tool.
Recently, we discovered a design weakness in the I-
I hope this situation can be resolved to everyone’s satisfaction. We would like to ship you three dozen UT904 wrenches at no additional charge. This new shipment of wrenches will replace your existing inventory and allow you to exchange the old UT903 wrenches for the new UT904 with customers who recently bought the older model. Please let us know if this is satisfactory.
Because safety is our top priority at United Tools, our engineers would like to inspect the old UT903 wrenches for design flaws. We would appreciate it if you would ship (at our expense) your remaining inventory of UT903 wrenches to our headquarters in Dover, Texas.
Again, we’re sorry and we hope you will continue to be one of our most valued customers.
Sincerely,
[your name]
Customer Service Department