GOOD & NEUTRAL MESSAGES

Routine Claims

Claim: A request for Adjustment (Eg: Refund, replacement, exchange, or payment for damages) Routine Claim: Claim granted quickly, willingly and without persuasion Persuasive Claim: Claim granted only after explanations and persuasive arguments have been presented As routine claims will be granted quickly and willingly, a forceful, accusatory tone is inappropriate.

Favorable Response

Businesses want to learn from claims Adjustment Messages: Message that adjusts the terms of a sale in the customers favor Resale: A discussion of goods or services already bought Sales Promotional Material: Statements made about related merchandise or service.

Routine Requests/Inquiries

Routine Requests & Persuasive Requests Routine Requests: Request for information about people, prices, products and services

Door openers for future Leskiar & Flatley Page 107 -Introduction Situation

Routine Enquires-Structure
1.

2.

3.

Opening- Specific Vs General Informing & Explaining- Enables the reader to answer Structure the Questions
1. 2.

3.
4. 5.

Placing each question in a separate sentence Structuring the questions in separate paragraphs Ordering or ranking the questions Using the question form of the sentence Avoid Yes-No questions

4.

Ending with Goodwill

Examples

Lehman, Dufrene & Sinha- Fig 6-8 & 6-9 Page 131-32 Lehman, Dufrene & Sinha- Fig 6-10 & 6-11 Page 133-34 Lesikar & Flatley Page111

Favorable Responses
1.

2.

Begin with the Answers Handling the Negatives

1. 2.

3.
3.

Place bad news in secondary positions Less space to bad news Choice of words Comment showing interest in the problem Additional information

Considering Extras

4.

Closing Cordially

Examples

Lesikar & Flatley Page 123 Lesikar & Flatley Page 125