2.  The main purpose of sales letters is persuasion as they are written to sell products and services.

3.  Attracts reader’s attention: using word/ slogan easy to remember; starting with attractive opening i.e. question, photograph, interview  Creates reader’s interest and build desire for the product: good reasons for buying them  Offers proof: testimonials/ interview  Persuades readers to act: offering gift/ promotion or accepting credit card

4.  It is sent to an organization to request some information involved with business such as samples, leaflets, catalogues.

5.  State specific request  Provide other details or list of specific questions that might be necessary to get the desired information or request  Thank the reader

6. 1. Positive reply: use when company can provide the requested products or information You have to: I.Thank the reader for inquiry II.Provide information which is required III.Offer further help

7. 2. Negative reply: use when company cannot provide the requested products or information You have to: I.Thank the reader for inquiry II.Express regret III.Explain what the problem is IV.Offer further help

8.  Order letter is written to place an order for goods, services or something else that requires payment

9.  Begin with definite action verbs: Please send, Please ship, or Please supply  Give necessary information about the item you are ordering: quantity, size, color, product number, price  State method of payment and amount of money you are sending  Indicate the delivery method  State the date you need the product

10.  It is written to inform a buyer that his/her order has been received, to apologize for delay of shipment, or to clarify an unusual order  It also can be used as a thank-you letter or an effective tool for sales

11.  Acknowledge the order  State the problem; if any  Provide a solution to the problem  Thank the buyer

12.  It is written when a customer or a buyer is dissatisfied with the products or services supplied i.e. inadequate services, damaged goods.

13.  State and explain your problem clearly  Ask for specific action and close courteously

14.  It is written to respond to a claim letter in order to keep goodwill between a buyer and a seller

15.  Acknowledge and apologize  Correct the problem or explain what action is being taken  Be positive and retain goodwill

17.  They are written in series to remind a customer about a due or overdue account.  Even though the purpose of collection letters is to obtain payment, the tone of the letter should retain goodwill

18. 1. Reminder 2. Inquiry 3. Urgency 4. Ultimatum

20.  Minutes are a written record of the proceedings, decisions, motions, amendments, and resolutions transacted at a formal/informal meeting  Minutes should be written in the third person and past tense