1. Routine messages Compose a routine request. Compose a routine reply.
Compose a routine claim letter.
Compose a routine adjustment letter.
Compose a goodwill message.
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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2. Routine requests Main request and justification
Explanation and details
Friendly closing
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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3. Routine request Dear Mr. Peterson:
Subject: Request for Information About Banquet Facilities
Would you please provide information regarding your banquet facilities.
We are considering holding our annual awards luncheon for 265 of our personnel at your hotel on March 25. Our decision will be based on answers to the following questions:
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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4. 1. Is your facility available from 9 a. m. until 3 p. m. on. that date
1. Is your facility available from 9 a.m. until 3 p.m. on that date? We will need the additional time for setup and takedown.
Do you offer free use of audiovisual equipment? We would need a color projector and screen. We would supply the portable computer.
Do you have a variety of hot lunches that can be served tableside for between $15 and $18, including tax and gratuities?
Thank you for providing this information in time for us to make our site selection by January 15.
Sincerely,
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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5. Routine replies Best news or main idea Explanation and details
Positive, original closing
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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6. Routine reply Dear Mr. Olson: Subject: Hosting Your Awards Luncheon
We would enjoy hosting your awards luncheon on March 25. Our L’Enfant Room, which has a lovely view of the Cleveland skyline, is available until 4 p.m. that day.
To offer round-the-clock service, we have contracted with an outside firm to provide all audiovisual services for a reasonable fee. You may make arrangements directly with GuestServ by calling the company at
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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7. For the health-conscious guest, we offer soup-and-salad lunches for between $12 and $18. We also offer a hot buffet line with your choice of two main dishes for between $16 and $20. Hot meals served tableside begin at $21.75 for our popular braised chicken breast.
No matter what your choice, you will find that our facilities, food, and service live up to the “Cleveland’s finest” label recently awarded to us by Cleveland Monthly magazine. Please call me at to let me know how we might serve your organization.
Sincerely,
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8. Routine claim letters Identify the problem.
Provide necessary details, using objective, courteous language.
Ask confidently for action.
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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9. Routine claim letter Dear Ms. Pearson:
Subject: Request for Valet-Parking Refund
Would you please issue Franklin Associates a refund check for $426 to fix an incorrect charge for valet parking at a luncheon we held at the Berkshire on March 25.
We paid your Invoice 3042 for $8,012 with our Check No Upon reviewing your invoice, however, I noted a $426 charge for valet parking for 213 vehicles at $2 each.
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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10. Our contract with you states that “complimentary valet parking will be provided for all catered events with a total food and beverage charge of at least $7,500.”
I have enclosed copies of your invoice, our check, and the contract. Thanks for taking care of this matter and for a truly memorable meal. Everyone is still talking about your delicious mile-high pie.
Sincerely,
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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11. Routine adjustment letters
Respond promptly, giving the good news up front.
Briefly explain what went wrong and how you fixed the problem.
Reestablish the customer’s confidence.
Close on a confident, forward-looking note.
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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12. Routine adjustment letter
Dear Mr. Olson:
Subject: Your Refund Check for $451.56
Thanks for giving us the opportunity to correct our bill. The enclosed check for $ represents a refund of the valet parking bill of $426 plus $25.56 tax.
As you will remember, the day before your luncheon, you gave us a head count of 268 guests, which resulted in a bill of $7,420—below the $7,500 minimum for free parking.
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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13. Although we were happy to accommodate the eight extra guests who showed up without reservations, we inadvertently failed to note that they brought your total bill above the minimum required for free parking.
I appreciate your calling this matter to our attention, Mr. Olson, and look forward to serving you and your colleagues another slice of our famous mile-high pie in the near future.
Sincerely,
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED
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14. Goodwill messages Be prompt. Be direct. Be sincere. Be specific.
Be brief.
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15. Goodwill message <#> 15
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16. Key terms adjustment letter claim letter direct organizational plan
form letter
goodwill message
indirect organizational plan
resale
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17. LAB 7 test S
URBAN SYSTEMS U
(PLUR) ,
Tivoli Industries new illuminated step lights are designed
to illuminate and define step edges with a soft, glowing light.
Their nonskid surface assures a secure footing while providing
necessary illumination for stairways.
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED

18. S U , - : , The LampPaks cardboard container is designed for shipping
URBAN SYSTEMS U
(SING) ,
The LampPaks cardboard container is designed for shipping
spent fluorescent tubes from the end user back to an authorized
hazardous waste disposal company. The product was introduced for
one reason The Environmental Protection Agency now requires that
everyones fluorescent tubes be disposed of in accordance with -
(ADJ) :
(EXP)
(SING) ,
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED

19. S
URBAN SYSTEMS U
the Resource Conservation and Recovery Act. The LampPak can hold
up to 64 standard tubes a package for tubes smaller than one
half foot is also available. The cartons are shipped flat,
thereby saving on shipping costs and storage space. -
(NUM)
(NO CONJ) ;
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED

20. S U ” Bruck has introduced the Shou (which means long life), a “
URBAN SYSTEMS U
Bruck has introduced the Shou (which means long life), a
lighting system with specially designed fixtures that feature
curves and flowing shapes. According to a recent article in In-
dustrial Interior Design, The unity of handcrafted cased glass …
creates ambient illumination that complements contemporary inte-
rior designs. “
(TERM) ”
(TITLE) ”
(QUOT) “
(OMI)
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED

21. S U - - Finally, Verilux, a 40 year old fluorescent manufacturer,
URBAN SYSTEMS U
Finally, Verilux, a 40 year old fluorescent manufacturer,
has developed a sunlight simulator used by people with seasonal
affective disorder, commonly known as the winter blues. The
light is a self-contained tube that produces flicker free light with
almost no UV radiation or electromagnetic field. -
(ADJ) “
(TERM) ” -
(ADJ)
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED