1. LECTURE 5 REPLIES

2. REPLIES Business Lexis dispatch (n) divulge (v) salvage (v) savvy (n) superfluous (adj) unsolicited (adj) a message to reveal or disclose to save from destruction insight, understanding extra, more than necessary unrequested

3. REPLIES Introduction There are many types of replies, including: acknowledgments follow-ups confirmations remittances order acknowledgments stopgap letters inquiry replies

4. REPLIES Introduction referrals refusals. Like a request a reply should be: specific complete not necessarily brief as it must be both helpful and sales oriented prompt.

5. REPLIES Sample of a Letter Whenever possible, a response should go a little further to help turn an inquirer into a steady customer.

6. REPLIES Acknowledgments An acknowledgment should be written when we receive merchandise, material, money, or information. It is a courtesy, letting our reader know that his or her communication has reached its destination. An acknowledgment can also serve as a thank- you note.

7. REPLIES Sample of an A cknowledgment

8. REPLIES Follow-Ups After a decision or agreement has been made, either at a meeting or in conversation, it is a good idea to send a follow-up letter to establish a written record of the transaction.

9. REPLIES Sample of a Follow-Up

10. REPLIES Confirmations Confirmations are frequently made by telephone, but a form letter or postcard also effectively transmits clear, correct, and complete information, particularly when the type of business requires large numbers of confirmations.

11. REPLIES Sample of a Confirmation

12. REPLIES Remittances A remittance is written to explain what our enclosed check is for. It should contain any information regarding our order that is needed for the proper crediting of our account, including our account number, the invoice number, and the amount of the check.

13. REPLIES Sample of a Remittance

14. REPLIES Order Acknowledgments The initial order from a new customer SHOULD be acknowledged. This acknowledgment welcomes the new customer and encourages further business. Similarly, an unusually large order by a regular customer deserves a note of appreciation.

15. REPLIES Order Acknowledgments Any order acknowledgment should contain specific information letting the customer know exactly how the order is being handled by: mentioning the date of the order including the order or invoice number explaining the date and method of shipment acknowledging the method of payment.

16. REPLIES Sample of an Order Acknowledgment

17. REPLIES Referrals Business people often receive inquiries that can best be answered by another person. In that case, the correspondent must be directed elsewhere. A letter of referral acknowledges receipt of the inquiry and explains why and to whom it is being referred. Alternately, we may find it more efficient to tell the correspondent exactly where and to whom he or she should write.

18. REPLIES Sample of a Referral

19. REPLIES Refusals When saying no, we should never actually use the word no. Our letter should be as positive as we can make it. The actual refusal should be stated once and briefly. The rest of the letter should be reader-oriented and very friendly. No matter what the request, our reader deserves an explanation of the refusal. Our

20. REPLIES Refusals reason should be based on facts, not emotions, although an appeal to our reader's sense of fairness or business savvy is often appropriate. We should be careful to keep our letter "open-ended" by expressing appreciation for the request even though it is being denied, and if possible suggesting an alternative

21. REPLIES Refusals course of action. A "not-at-this-time" refusal keeps open the possibility of future business.

22. REPLIES Stopgap Letters When a thorough response to an incoming letter must be delayed, receipt of the letter must be acknowledged. These acknowledgment letters are called stopgap letters. They let our customer know that the inquiry will not be ignored and that it will be responded to as soon as possible.

23. REPLIES Stopgap Letters Similar to a delayed delivery letter, a stopgap letter informs our customer that we need time to process the request.

24. REPLIES Sample of a Stopgap Letter

25. REPLIES Inquiry Replies All inquiries should be answered. An inquiry indicates interest in our company, and an inquirer is a potential customer. The inquiry reply should not only increase that interest, but also inspire the inquirer to action. An inquiry reply should begin by thanking the reader, acknowledging the interest in our company and end by offering further

26. REPLIES Inquiry Replies assistance — but ONLY if we actually want additional inquiries from this person. The purpose of an inquiry reply is usually to give information. We should include not only the specific facts requested, but any others that may be of help. If we cannot provide all the relevant data right away, we should promise to send it later.