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GROUP V : EFFECTIVE MESSAGES

Claims, Adjustments, Persuasive, Order, Credit and Collection Messages

SUBMITTED BY :
Jiro C. Alonzo

Ranulfo M. Azarcon III


Kimberly S. Duray Dean Adrian R. Garcia Aya Hempiso Sharmaine G. Marquina

SUBMITTED TO :
Professor Christian J. Umlas

CLAIM LETTERS
Claim Letter Formal complain Include requests for merchandise exchange, refund or defective or damaged merchandise, refund for unsatisfactory service and for correction of work. Presented by using direct plan or used for positive and neutral information without anger. Registers complaints and usually seek correction of a wrong Used to make claims due to unsatisfactory work or products by companies that have contracted another party to complete work. Straightforward Claims those to which you expect the receiver to agree readily.

Characteristics of a Well-Written Claim Letter (1922) "Anybody can find fault, but few persons can make a claim in clear, unmistakable language even when they have the best of reasons for doing so. A bungling claim letter is likely to be given little consideration. A well written claim letter Should state precisely what is wrong. Should make tracing easy by referring to definite dates, invoice numbers, etc. Should state what remedy, or adjustment, is desired. Should be addressed to the person, or company, responsible for the damage or omission"

Effective Claim has : 1. Opening with action Describe clearly the desired action Open with a clear statement of the problem or with the action you want the receiver to take When the remedy is obvious state it immediately. 2. Explaining in the Body Explain the problem and justify your request. Provide necessary details.

Include copies of all pertinent documents such as invoices, sales slips, catalogs descriptions and repair records.

3. Closing Pleasantly Conclude with a courteous statement Act promptly.

ADJUSTMENT LETTERS
Adjustment Letter Positive response to a claim; settling of a claim A change or concession, as in price or term in a view of defect. It may be granted or denied; the adjustment granted (if any) in the adjustment letter must be realistic. If you have not granted the customer's full request, explain why. It must create a balance between saving the company money and keeping the customer's business.

Adjustment Department Department who handles claims Before, it is known as complaint department Settle the problem and keep the customer Three goals of Adjustment Letter To rectify the wrong if ones exist To regain the confidence of a customer To promote future business and goodwill. General Guideline for Effective Adjustment 1. Analyze each situation to find a satisfaction solution a. Determine who is at fault -company -Third party -customer b. Decide the appropriate action c. Prepare a response sing tactful language 2. Be constructive and helpful 3. Strive for mutual satisfaction and fair treatment for both the customer and the company

Effective adjustment has: 1. Revealing good news in opening Dont begin with a negative statement. Focus on the good news 2. Explain compliance in the body How will you comply on the claim? Avoid emphasizing word like trouble, regret, misunderstanding, fault, defective, error, inconvenience and unfortunately. Keep your message positive and upbeat. 3. Deciding whether to apologize Its usually the debated issue Avoid apologizing instead focus on how they are satisfying the customer. If you think that its your companys fault, apologize in goodwill gesture. Be careful though, not to admit negligence 4. Showing confidence on the closing End your letter by looking ahead positively Might mention the product in favorable way, suggest new product, express your appreciation for the customers business or anticipate future business.

PERSUASIVE MESSAGES
Persuasive Messages A message that is aimed at influencing an audience that is more inclined to resisting.

Components of a Persuasive Message 1. Purpose - convert the reader to your ideas, or motivate the reader to take action. 2. Audience analyze why they may resist your message. Connect your purpose with their needs. 3. Parts of the Message - Gain attention - Build interest - Reduce resistance - Motivate action

How to create a Persuasive Message to motivate your Audience? 1. Grab your audiences focus - It requires the presenter to snatch the audience out of oblivion and have them directly focus on what is being presented. 2. State the benefits - Give the main benefits of interest to your audience. 3. Make your request - The readers need to understand exactly what it is that they are being asked to do. 4. Restate the benefits - Best opportunity to summarize once again the benefits that the audience will receive. - reinforcement stage 5. Establish realistic expectations - It is more of a closing statement, which should be friendly and encourage the audience to revisit the benefits previously listed.

Persuasive Request This type of letter attempts to persuade the readers to spend time or money or to go to some trouble to help the writer.

Six Steps to Make Any Written Request More Persuasive 1. 2. 3. 4. 5. 6. Respect their preferred way of communication Get to the point straight away. Compliment them, but be sincere. Show them how its going to be amazing for them. Give them a specific and set out solution so they just have to say yes. Make yourself memorable by following-up.

Sales Letter Is a piece of direct mail which is designed to persuade the reader to purchase a particular product or service in the absence of a salesman. A form of direct mail in which an advertiser sends a letter to a potential customer.

Formula for Sales Letter (AIDA formula) 1. Attention - You have to grab prospects attention and it should be impressive enough to attract them to read further. 2. Interest - You should know how to hold their interest/likes. 3. Desire - Make them aware about how your suggested solution can make their life easy. 4. Action - You should do something that one should literally say yes I want this product.

Steps (How to Create Perfect Sales Letters) 1. Start with the headline - Make your headline powerful enough to draw the reader in, than they wont even take a look at your sales letter, even if it is a masterpiece. 2. Follow with the proof - This reinforces your headline and lends credibility to your claims. 3. Bring your message back down to earth and sell, sell, sell the pain. - People are looking for a solution; make them believe all the rest is crap. 4. Find an enemy/your target - What youre doing here is not so much selling to them (theyre already sold on searching for a solution to their problems) but rather discrediting your competition and showing why your solution addresses what all the others leave out.

ORDER, CREDIT AND COLLECTION MESSAGE


Order, Credit and Collection Messages Order Message 1. Used to order merchandise, you may occasionally have to write letter. 2. Create one-half of a contract. They constitute the offer portion of a portion of a contract that is fulfilled when the shipper sends the goods, thereby creating the acceptance part of the contract.

Central Golf Supply Company, Inc. 9033 Valley Hill Road/ Chicago, IL 60607-9033 No. 9726 Sold to: REESE SPORTING GOODS 4900 NORTH MAIN STREET ASHEBORO, NC 27203-4900 DATE SHIP VIA 10/14/-FREIGHT EX. ORDER DATE PURCHASE ORDER NO. LETTER QTY. QTY. QTY. ITEM 10/1/-DESCRIPTION

SALES ORDER

SHIP TO: SAME

SHIP DATE 11/20/-SALESPERSON

TERMS N/30 CUSTOME R NO. 32067 EXTENDED

UNIT PRICE

ORDERED 1 8 300 dz 30 1 15 10 15

SHIPPED 1 8 300 dz 30 1

BO

NO. A-931 T-137 R-861 R-318 B-590 Lightning systems Tee mats Range pail Range balls Ball picker Mens club Ladies club Juniors club SUBTOTAL FREIGHT TAX TOTAL $4,875.00 200.00 6.00 5.00 995.00 24.00 24.00 22.00

PRICE $4,875.00 1,600.00 1,800.00 150.00 995.00 360.00 240.00 330.00 $10,350.00 52.35 724.50 $11,126.85

15 10 15 ML-33 LL-14 JL-76

Thank you For your Business.


Writing plan for an Order request or message.

Opening- authorize purchase and suggest method of shipping. Body- list items vertically; provide quantity, order number, description and unit price; and show total price order. Closing- request shipment by a specific date, tell method of payment and express appreciation.

Credit Message 1. Can simply summarize an applicants income and other credit obligations. These reports can also evaluate the applicants collateral and creditworthiness.

P.S. The you check to cover my expenses when I visited your office in March hasnt come yet. Could you check to see whether can find a record of it? The amount of $490 (Airfare $290, hotel room $185, taxi $15) Collection Message 2. ask costumer to pay for the goods or services they have already received.

Good credit departments send a series of letters a week apart. Early Letters- are gentle, assuming that the reader intends to pay but has forgotten or has met with temporary reverses. o Early can be obvious form letters or even just a second copy of the bill with the words second notice or past due stamped on it. o Use humor to defuse negative feelings and to set them apart from other mail. Middle Letters o More assertive in asking for payment. o Is merged with database information about customers name, amount due and the magazine the customer is receiving. o Offer to negotiate a schedule for repayment.

Dear Ms. Anne Smith, It is now several weeks since we sent you our first invoice and we have not yet received your payment. While it always takes some magazines a little longer than others to begin service, you should be receiving copies shortly--- if they have not already arrived. For our part, we prepaid the publishers for your account when we forwarded your order. That means you have our guarantee of full service. If you could hurry your payment of $500 to MEG Magazine back to us now, we would appreciate it. Thank you! And enjoy your subscription to MEG Magazine! Cordially, MEG Magazine

Late letters- threaten legal action if the bills not paid.

SOURCES : http://www.google.com.ph/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&ved=0CD MQFjAC&url=http%3A%2F%2Fmanhse.narod.ru%2Ffiles%2F2_kyrs%2FEng%2FEng _KtM_Adjustment_Letters.doc&ei=d22kUuasEOaKiQf2zoHADA&usg=AFQjCNFmZF F4m1F6rVG9UaPJZNIxE4uVZw&bvm=bv.57752919,d.aGc Guffey, Mary Ellen. Essentials of Business Communication Burtness, Paul S., Effective Business Communication/ Paul S. Burtness, Jack E. HUlber8th EditionCincinnati, South Western Publishing, c1985 (Wallace Edgar Bartholomew and Floyd Hurlbut, The Business Man's English: Spoken and Written. Macmillan, 1922) http://www.ask.com/question/what-is-a-persuasive-messages http://smallbusiness.chron.com/persuasive-messages-business-communication-2820.html Chapter 9: Writing about Pleasant and the Routine http://highered.mcgraw-hill.com/sites/0073138312/studentview0/chapter12/

SAMPLE QUESTIONAIRE and KEY TO CORRECTION


MODIFIED TRUE OR FALSE. Write TRUE if the statement is correct, and underline the word or phrase that made the sentence FALSE and replace it with the right one. 1. Claim is a change or concession, as in price or term in a view of defect. 2. Collection Message ask costumer to pay for the goods or services they have already received. 3. The formula for Sales Letter are : Attention, Interest, Action and Purpose 4. One of the characteristics of a Claim Letter is that it should state precisely what is wrong. 5. A persuasive message has 3 components. 6. The Adjustment Department are the ones who handles the adjustments. 7. Credit Message can simply summarize an applicants income and other credit obligations. These reports can also evaluate the applicants collateral and creditworthiness. 8. Credit message constitutes the offer portion of a portion of a contract that is fulfilled when the shipper sends the goods, thereby creating the acceptance part of the contract. 9. A sales letter is a form of direct mail in which an advertiser sends a letter to a potential customer. 10. An Adjustment letter must create a balance between saving the company money and keeping the customer's business.

ANSWERS : 1. False Adjustment 2. True 3. False Desire 4. True 5. True 6. False Claim 7. True 8. False Order 9. True 10. True