Does the inquiry letter
explain why you chose the reader to receive the inquiry? (p. 248)
explain why you are requesting the information and how you will use it? (p. 248)
specify the date when you need the information? (p. 248)
list the questions clearly and, if appropriate, provide room for the reader’s responses? (p. 248)
offer, if appropriate, the product of your research? (p. 248)
Does the response to an inquiry letter
answer the reader’s questions? (p. 249)
explain why, if any of the reader’s questions cannot be answered? (p. 249)
Does the claim letter
identify specifically the unsatisfactory product or service? (p. 250)
explain the problem(s) clearly? (p. 250)
propose an adjustment? (p. 250)
conclude courteously? (p. 250)
Does the “good news” adjustment letter
express your regret about the problem? (p. 251)
explain the adjustment you will make? (p. 251)
conclude on a positive note? (p. 251)
Does the “bad news” adjustment letter
meet the reader on neutral ground, expressing regret for the problem but not apologizing? (p. 252)
explain why the company is not at fault? (p. 252)
clearly imply that the reader’s request is denied? (p. 252)
attempt to create goodwill? (p. 252)