Chapter 8 Writing to Clients and Customers Business Communication Chapter 8 Writing to Clients and Customers Copyright 2010 South-Western Cengage Learning

Planning Neutral or Positive Messages Identify the objective Identify the main idea Determine the supporting details Adjust the content to the receiver © Photodisc / Getty Images Planning is an important part of the writing process. 8.1 Neutral or Positive Messages

Organizing Neutral or Positive Messages Direct order is used Main idea comes first Supporting details follow the main idea Closing builds goodwill 8.1 Neutral or Positive Messages

Writing Neutral Messages Routine requests Requests an action that will be done willingly Should provide complete details 8.1 Neutral or Positive Messages

Effective Routine Request States the main idea Explains the request Makes it easy to respond 8.1 Neutral or Positive Messages

Writing Neutral Messages Claims Request a refund, an exchange, or a discount Are written in direct order 8.1 Neutral or Positive Messages

Claim Message 8.1 Neutral or Positive Messages

Writing Positive Messages Assume the receiver will react favorably Use direct order Examples: Orders Positive responses to requests Friendship messages Acknowledgments © Stockbyte / Getty Images Friendship messages are sent to build goodwill. 8.1 Neutral or Positive Messages

Orders Requested via purchase order form, e-mail, or letter Provide details such as: The stock number or catalog number for items A description or items Quantity ordered, unit cost, and total cost Method of shipment Buyer’s name and shipping address Method of payment 8.1 Neutral or Positive Messages

Effective Order Letter States the Items ordered States where to send items and payment method 8.1 Neutral or Positive Messages

Positive Response to a Request Gives a positive response to the request Provides necessary details Makes necessary requests Ends with a courteous, positive statement May include a reminder of desired action May include a soft sell in the closing 8.1 Neutral or Positive Messages

Effective Positive Response Gives the positive response Gives supporting details States action to be taken 8.1 Neutral or Positive Messages

Better Business Bureau Provides information about companies and settling disputes Questions What is the BBB’s goal regarding complaints? Historically, what percentage of claims filed with the BBB are resolved? school.cengage.com/bcomm/buscomm 8.1 Neutral or Positive Messages

Planning Negative Messages Identify the objective Identify the main idea Determine the supporting details Adjust the content to the receiver 8.2 Negative Messages

Organizing Negative Messages Begin with a neutral opening Explain the reasons for the negative news State or imply the negative news Close on a positive note © Blend Images / Getty Images A neutral opening builds trust and does not give bad news. 8.2 Negative Messages

Writing Negative Messages Denying a request Use indirect order Give reasons for the negative response Refusing credit Credit may be refused for several reasons The sender should explain the reasons tactfully The goal is to refuse credit but maintain the person as a customer 8.2 Negative Messages

Effective Negative Message Opening is neutral Body gives reasons for bad news Closing includes a soft sell 8.2 Negative Messages

Writing Messages with Both Positive and Negative News The positive news is the first idea The negative news is the second idea Use indirect order with the good news as the opening Follow with reasons for the bad news and the bad news itself 8.2 Negative Messages

Facts or Opinions Reading for information To solve problems To make decisions Distinguishing between facts and opinions Facts: statements that can be proved to be true or correct Opinions: views or conclusions reached by someone 8.2 Negative Messages

Planning Persuasive Messages Identify the objective Identify the main idea Determine the supporting details Adjust the content to the receiver 8.3 Persuasive Messages

Organizing Persuasive Messages Gain the reader’s attention Show a need or benefit Explain your solution to that need (your request) Present the supporting information Ask for a specific action © Digital Vision / Getty Images In a persuasive message, the writer must overcome resistance to change. 8.3 Persuasive Messages

Writing Persuasive Messages Sales messages Collection messages Reminder stage Strong reminder stage Discussion stage Urgency stage 8.3 Persuasive Messages

Effective Sales Message Gains attention and shows a need Gives a solution Gives supporting details Asks for specific action 8.3 Persuasive Messages

Proposals Documents that describe a need and recommend a solution Solicited proposals RFP (request for proposal) Unsolicited proposals Organization and content vary © Digital Vision / Getty Images An effective proposal states benefits for the receiver. 8.3 Persuasive Messages

Chain Letters Are a type of persuasive message Try to convince the receiver to take some action Are illegal if sent by U.S. Mail and request money or items of value 8.2 Negative Messages

Vocabulary acknowledgment claim collection message credit refusal fact goodwill message neutral opening obstacle opinion order persuasive message primary appeal proposal request denial request for proposal (RFP) routine request sales message soft sell