Business Communication Ex. 6

Front 1

Discuss guidelines for communicating with international audience

Back 1

•write naturally with no slang
•avoid words that trigger anger
•use simple but specific terms

Front 2

What suggestions will contribute to a warm, genuine tone in a thank-you or appreciation letter.

Back 2

( a) identify the circumstances for which the writer is grateful and
( b) provide specific reasons the action is appreciated.

also:

•send in a timely manner
•avoid exaggerations
•make specific comments

Front 3

explain how claim messages and responses to requests both use the deductive message pattern.

Back 3

◘use deductive to tell about the problem or to tell it will be fixed.

Front 4

What is the different between resale and sales promotional material? why should resale and sales promotional material be included in an adjustment letter

Back 4

•Resale refers to a discussion of goods or services already bought. It reminds customers and clients that they made a good choice in selecting a company with which to do business, or it reminds them of the good qualities of their purchase.

•Sales promotional material refers to statements made about related merchandise or service. For example, a message about a companys recently purchased office furniture might also mention available office equipment.

good news in the first sentence

Front 5

Distinguish between two major types of request messages, and specify the outline preferable for each type.

Back 5

Persuasive requests, which are discussed in Chapter 8, assume that action will be taken after persuasive arguments are presented. Routine requests and favorable responses to them follow the deductive sequence.

•Routine requests: Requests for information about people, prices, products, and services are common.

Front 6

Describe the procedure typically used by companies to acknowledge orders. 3 situations when sending an individualized order acknowledgment would be appropriate

Back 6

•For an initial order and for an order that cannot be filled quickly and precisely, companies send an acknowledgment message, a document that indicates the order has been received and is being processed.

•individualized are more costly and sometimes not necessary

necessary when:
Nonroutine orders, such as initial orders, custom orders, and delayed orders, require individualized acknowledgment messages.

Front 7

Provide suggestions for writing a legally defensible credit information letter

Back 7

You must be able to document any statement you make to defend yourself against a defamation charge. Thus, good advice is to stick with facts; omit any opinions. Im sure he will pay promptly is an opinion that should be omitted, but include the documentable fact that His payments are always prompt.

Front 8

What information should be included in a letter extending credit

Back 8

1. acknoledge order and extend credit
2. indicate the basis for decision
3. present policies
4. be genuine to build friendship include resale and promotional items

Front 9

Provide guidelines for writing instructions that can be understood and followed consistently

Back 9

1. begin each step with action statement
2. separate them
3. flow chard
4. follow your own instructions
5. ask colleague to follow