Notes on Order Request Letter

Notes on Order Request Letter

1.       Writing an order request letter uses a direct strategy.

2.       For routine purchases, direct strategy is the best. Of course the vendor is not interested in knowing why you want to make a purchase. For example, ordering stationary items for your office.

3.       But in cases where you are planning to purchase semi-complex or expensive items, going a little bit indirect and adding briefly reasons for making the purchase can help you get some nice piece of advice. For example, planning to purchase a photocopier.

4.       Smart organizations always give their orders in black and white which means they often keep a record of what they purchase.

5.       The order request letter always begins with purchase authorization and a method of shipment in imperative sentences.

6.       Do not begin an order request letter with explanations that wastes the time of the reader.

7.       An order letter has more technical information in its middle section which requires presenting the items vertically for readability. The data includes product quantity, order number, complete description, unit price, total price, shipment charges and any taxes.

8.       The last paragraph of this kind of letter shows appreciation but no thank you in advance.

9.       You can also end your letter by writing a specific date and the mode of payment such as credit card number, pay order, cheque or ask the vendor that you want to be billed.

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Notes on Inquiry/Information Response Letter

Notes on Inquiry/Information Response Letter

1.       Answer the inquiry/information request letter favorably as whatever stated or implied.

2.       Check all your facts and figures first before responding to an inquiry/information request letter.

3.       Since you will answering to an inquiry/information request letter on your company’s letterhead/stationary, ensuring that whatever you are writing is current and factual is in your own benefit. This is because if any decision of the inquirer goes wrong based on the information you provided, can lead you to serious litigation issues.

4.       Inquiry/information response letter follows a direct strategy.

5.       Subject line plays a vital role in this letter to refer to the earlier correspondence and aware the readers what they are going to read.

6.       In the first/introductory paragraph:

a.       You can either begin directly by saying ‘Yes’ and start writing your responses, or

b.      You can delay the answers by using a different style, for example saying ‘Thank you’ and adding a little appreciation for the reader.

      7.       In the second/main-story paragraph, format your answer using the following approach:

a.       Arrange the information logically.

b.      Make it readable.

c.       Provide list, table, bold face and italics.

      8.       In the third/last paragraph:

a.       End with a pleasant closing remark, and

b.      Show willingness to help the reader.

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Notes on Inquiry/Information Request Letters

Notes on Inquiry/Information Request letters

1)      Begin this letter with a subject line. The subject line should mention briefly the thing for which you are sending in an inquiry or requesting information.
Read our examples of ‘Inquiry/Information request letter’ to get a clear idea on how to write the subject line.

2)      In the first/introductory paragraph:

      a)      Begin directly by stating your purpose for writing the letter in the form of a question.

3)      In the second/main story paragraph:

      a)      Follow a direct strategy in this type of letter. Avoid using an indirect strategy.

      b)      Begin with a little appreciation of the receiver.

      c)       Then mention the goal of collecting the information with a brief discussion of the main story.

      d)      Start asking questions by stating a rhetorical question i.e. a question without a question mark.

      e)      Mention your main questions in standout form i.e. 

i)        use bullets,

ii)       separate paras,

iii)     questions in question form (with question mark), &

iv)     rank the questions.

            f)       Your questions might either be open ended or close ended question. The difference is:

i)        Open ended questions are opinion based questions i.e. their answers are detailed & informative.

ii)       Close ended questions are questions that are always answered in either ‘Yes’ or ‘No’.

4)      In the third/last paragraph:

      a)      Present the specific action with the end date.

      b)      Express appreciation but do not thank the recipient in advance.

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Notes on Claim/Complain Letters

Notes on Claim/Complain Letters

1.       When things go wrong, promised merchandise are late, warranties are frustrating and services disappoint the customers, the customer is in a position to write a claim.

2.       Claim letters can establish a record of what went wrong.

3.       All the claim letters must be dealt in the direct strategy.

4.       The claim letters always open with the statement of the problem but they can also mention a replacement, a refund, a new order, cancellation of an order, free repairs, free inspection or correction of a billing error.

5.       Claim letters use directness for two good reasons:

a.       Claim/complaint department personnel of companies are there to listen to customer issues and provide solutions to them. Therefore, hearing bad news directly in the opening is what they want.

b.      Directness gives strength to the customer, and strength in a claim letter enhances the possibilities of success.

      6.       Claim letters are bad news letters not for the customers but for companies.

      7.       In a claim letter, a writer should identify the problem in the subject line or in the first paragraph.

      8.       After complying the claim, the writer has two options:

a.       Replacement of the merchandise, or

b.      Refund of the purchase price.

      9.       The writer has to overcome the negative elements of a claim letter with his friendly tone in the conclusion.

    10.   The closing paragraph must be courteous but firm.

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Notes on Claim/Complain Response Letters

Notes on Claim/Complain Response Letters

1)      When any organization receives a claim, then it has three objectives:

        

     a)      Rectify the wrong;

     b)      Regain the lost confidence of the customer; &

     c)       Promote future business through sales promotion and goodwill.

2)      Subject line in adjustment letter identifies the previous correspondence.

3)      Adjustment letter must begin with good news of adjusting the claims.

4)      Never ever use bad news statement or don’t mention what went wrong with the product because this        approach in the adjustment letter reminds your reader of heated emotions or unhappy experience.

5)      Don’t use half-hearted or reluctant words in announcing the good news.

6)      When the customer is at fault, then you as a claim adjuster have two options:

     a)      You can refuse the customer’s claim and may lose him, his friends, his family members, or his                 associates who will only listen to the customer’s version of the story; or

     b)      You can do what the customer asks without thinking whether he is legitimate or not.

7)      Comply with the claim, regain the confidence, attempt to solve the issue; are some of the things the claim adjuster has to do in an adjustment letter.

8)      The claim adjuster also uses the resale strategy which reassures the customer that their choices are the best.

9)      End positively and look forward to continued business relationships.

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