Exam 3 (Business Letters)

Business 1 with Miller at Utah Valley University

About this deck

By: Cody Wilson
Created: 2011-06-07
Size: 27 flashcards
Views: 6

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Standard parts of a business letter (7)

1. Letter Head (business) / Heading (personal letter)

2. Date

3. Inside Address

4. Salutation

5. Body

6. Complimentary close

7. Signature block

Letter Formats

Full Block - No indenting

Modified Block

Simplified - no salutation just a subject line - no complimentary close

Memo Headings

TO, FROM, DATE, SUBJECT

Direct Outline

Main idea

Details

Friendly close

When to use direct outline

When reader is interested or pleased

Types of Direct Letters

Routine request

Routine Reply

Routine Claim

Routine Adjustment

Bad News Outline (5)

1. Buffer

2. Logical explanation

3. bad news

4. alternative option

5. friendly close

When to use bad news outline

when they are upset or angry

Types of bad news letters

1. Generic

2. Denying a loan or credit

3. Denying a request

Tips for writing bad news

1. always embed the bad news in middle of sentence

2. imply bad news rather than stating it

3. tell them what you can do rather than what you can't.

4. State bad news quickly and move on

5. Don't apologize for bad news

6. use passive voice

7. put bad news in complex sentence.

Emphatic no

State bad news

Effective no

Imply bad news

Persuasive Outline

1. Attention

2. Interest

3. Desire

4. Action or Purpose Statement

When to use persuasive outline

When disinterested or unwilling

Types of persuasive letters

1. Sales letters

2. persuasive claims

3. special request or favor

Types of appeals

1. Logical

2. Emotional

3. Positive

4. Negative

5. Self-interest

Collection series

1. notification

2. reminder

3. inquiry

4. urgent notice

5. ultimatum

2 goals of collection letters

Primary: get your money

Secondary: maintain goodwill

Resumes

Document that highlights work experience, education, and other related skills.

Cover letters

Accompanies resumes, talks about ability to meet job qualification, tries to get an interview.

Resale

Writing favorably about a product or service that has already happened.

Sales promotion

Writing favorably about a product or service that might increase sales.

Attention getters

Solution to problem, sincere compliment, "tired of cold air coming through your windows?"

Claim vs. Adjustment

Claim: written by buyer

Adjustment: written by the seller

Credibility

Give verifiable evidence

Outline

Identify main points and the order in which they're presented.

Predict reader's reaction

Ask yourself, "how would I react?"

About this deck

By: Cody Wilson
Created: 2011-06-07
Size: 27 flashcards
Views: 6

About StudyBlue

“I have been getting MUCH better grades on all my tests for school. Flash cards, notes, and quizzes are great on here. Thanks!”
Kathy