1. Lecture 8: Letters of Inquiry

2. Letters of Inquiry I. Organizing direct requests:
Three-part direct pattern
A. Opening: Direct statement of the request or main idea
B. Body: Justification, explanation, and details
C. Closing: Courteous close with request for specific action

3. Letters of Inquiry II. Writing direct requests
A. Getting right to the point
B. Including necessary details
C. Giving a detailed description for unusual, nonstandard orders
D. Keeping a copy of the order on file

4. Letters of Inquiry III. Requesting routine information and action
A. Requests to company insiders
1. Using memo format
2. Following direct plan
B. Requests to other businesses
1. In response to advertisements
2. For other product inquiries, provide more explanation
3. For claims and adjustments

5. Letters of Inquiry IV. Types of direct request letters
A. Asking for information or action
B. Making a claim requiring an adjustment
C. Tips for writing direct requests

6. Direct Requests Benefit writer Benefit reader
Requesting information or action
Writing claims
Requesting credit
Inquiring about people
1. Persuasive techniques
2. Reader’s needs and interests
Benefit reader
Placing an order
Issuing an invitation
1. Standard form

7. Organizing Direct Requests
Three-part Direct Pattern for Requests and Responses:
Opening
Front loaded with the main idea
2.Say immediately why you are writing.
Body
Explain your request or response
Provide details
3.Consider using lists, headings, or columns.
Closing
Be specific and courteous
State what action you want taken
3.Provide end date.

8. For Complex Requests...
1.In requesting several items or answers, use an itemized list
2.Limit questions to those reflecting the main idea--
 What is the price range on the machine?
 What is the price for 20-Cup ElectroPerk coffee pot?
3.Omit questions you can answer independently
4.Limit each question to one topic
 Does it come with attachments? Do attachments cost extra? Is
the machine hard to use?
 What attachments, if any, are included in the purchased price?

9. When Writing Direct Request Letters...
Get right to the point
Interested and cooperative
Include necessary details
Date
Offer to make purchase*
Description of goods
-- catalog number
-- quantity; color; size;
-- price, & amount due
Delivery and billing address(es)
Shipping arrangements
Payment details
Give a detailed description for unusual, nonstandard order
Specifications
Drawings
Keep copy of the order on file
For future reference
*Ex: I must purchase a new office coffee pot within the next two weeks, so I will appreciate hearing from you by…

10. Requesting Routine Information and Action
A. To company insiders:
Use memo format
Follow direct plan:
State purpose
Explain and justify request
Close with reminder of request and instructions for complying

11. Requesting Routine Information and Action (cont’d)
B. To other businesses:
A. In response to advertisements
Fill out and return response card, if available
If not, write requesting information and mentioning where you saw it
Including handling fee if required
B. For other product inquires
Describe request
Indicate reader benefit in complying with request
Make compliance easy
C. For claims and adjustments

12. Asking for Information or Action
Rule 1: Open with a question or a polite request.
EX: Could you please answer the following questions about your payroll service.
(punctuate this polite command with a period instead of a question mark.)

13. Asking for Information or Action
Rule 2: Explain your purpose and provide details; Maintain a courteous tone, spell out what needs to be done, and focus on reader benefits.
EX: To ensure that you receive the exact sweater you want, please send us your color choice.

14. Asking for Information or Action
Rule 3: End the letter courteously. If a date is important, set a deadline and explain why.
Avoid overused endings such as:
 Thank you for your cooperation. (trite)
 Thank you in advance for (presumptuous)
 If you have any questions, do not hesitate to call me. (suggests that you do not make yourself clear)

15. Asking for Information or Action
(Sample Letter: First draft)
Dear Ms. Ivorson:
Our insurance rates will be increased soon if we don't install security devices on our computer equipment. We have considered some local suppliers, but none had exactly what we wanted.
Starts with background information and explanation instead of request.
We need a device that can be used to secure separate computer components at a workstation including a computer, keyboard, and monitor. We currently own 18 computers, keyboards, and monitors, along with six printers.
Fails to organize information into logical order.

16. Asking for Information or Action (cont’d)
We wonder if professionals are needed to install your security devices. We are also interested in whether the devices can be easily removed when we need to move equipment around. We are, of course, very interested in price and quantity discounts, if you offer them.
Confuse readers by jumping around many topics. Fail to ask Specific questions.
Thank you for your attention to this matter.
Ends with cliché.
Fails to reveal what to do and when to do it.

17. Asking for Information or Action (cont’d)
(Revised Version)
Please could you provide information and recommendations regarding security equipment to prevent the theft of office computers, keyboards, monitors, and printers.
Introduces purpose immediately
Our office has 18 computer workstations and 6 printers that we must secure to desks or counters. Answers to the following questions will help us select the best devices for our purposes.
Explains need for information

18. Asking for Information or Action (cont’d)
What device would you recommend that can secure a workstation consisting of a computer, monitor, and keyboard?
What expertise and equipment are required to install and remove the security device?
How much is each device? Do you offer quantity discounts, and if so, how much?
Groups open-
Ended questions into list for quick comprehension and best feedback
Because our insurance rates will be increased if the equipment is not secured before April 1, we would appreciate your response by February 16.
Courteously provide end date and reason

19. Making a Claim
Rule 1: Open with a clear problem statement or with the action that you want the receiver to take when you have a legitimate claim or complaint.
EX: Please send us 24 Royal hot-air popcorn poppers to replace the 24 hot-oil poppers sent in error with our order shipped on January 4.

20. Making a Claim (cont’d)
Rule 2: Provide the necessary details.
Avoid becoming angry or trying to fix blame
State the facts logically, objectively, and unemotionally
Include copies of all pertinent documents, such as invoices, sales slips,…
When an alternative remedy exists, spell it out
EX: If you are unable to send 24 Royal hot-air popcorn poppers immediately, please credit our account now and notify us when they become available.

21. Making a Claim (cont’d)
Rule 3: Act promptly. Delaying claims make them appear less important, as well as more difficult to verify.

22. Making a Claim Sound angry
(Sample Letter: First Draft)
Dear Good Vibes:
You call yourselves Good Vibes, but all I'm getting from your service is a bad vibes! I'm furious that you have your salespeople slip in unwanted service warranties to boost your sales.
Sound angry
When I bought my Panatronic from Good Vibes, Inc. in August, I specifically told the salesperson that I did NOT want a three-year warranty. But there it is on my VISA statement this month! You people have obviously billed me for a service I did not authorize. I refuse to pay this charge.
Jumps to conclusions
Forgets that mistakes happen
How can you hope to stay in business with such fraudulent practices? I was expecting to return this month and look at CD players, but you can be sure I'll find an honest dealer this time.
Fails to suggest solution

23. States simply and clearly what to do objectively what went wrong
Making a Claim
(Revised Version)
Dear Good Vibes:
Please credit my VISA account No , to correct an erroneous charge of $299.
States simply and clearly what to do
On August 8 I purchased a Panatronic VCR from Good Vibes, Inc. Although the salesperson discussed a three-year warranty with me, I decided against purchasing that service for $299. However, when my credit card statement arrived this month, I noticed an extra $299 charge from Good Vibes, Inc. I suspect that this charge represents the warranty I declined.
Explains
objectively what went wrong
Doesn’t blame
or accuse

24. Making a Claim (cont’d)
Enclosed is a copy of my sales invoice along with my VISA statement on which I circled the charge. Please authorize a credit immediately and send a copy of the transaction to me at the above address.
Document facts
I'm enjoying all the features of my Panatronic VCR and would like to be shopping at Good Vibes for a CD player shortly.
Uses
friendly tone.
Suggests
continued
business once
problems is
resolved

25. Writing Direct Requests for Claims and Adjustments
Using the direct plan
Employing a positive, unemotional tone
Documenting a claim with photocopies of invoices, receipts, canceled checks, and the like
Being specific about what you want the company to do or
Explaining the problem and ask the company to suggest a remedy.
Ex:  Will I have to pay for repairs on faulty merchandise?
 Are repairs covered by a warranty or store policy?

26. “When, Why, What, How” Approach
For Writing Requests for Adjustments:
WHEN
Write as soon as you recognize that you have a problem
WHY
Begin your letter by explaining why you’re complaining
Items fail to meet advertised promises
Bill is wrong
Item hasn't arrived
Item was damaged when you bought it

27. “When, Why, What, How” Approach (cont’d)
Tell the reader what you want him / her to do
Cash or credit refund
Replacement
Repair
HOW
The major rule is to put your claim in writing
Complain to the encountered personnel
Complain to the person who can help
Provide copies of documents
Be persistent
Be calm

28. ~ The End ~