Business Letter Writing 0 RALPH L. WOOD, B.A., PD.B. PRINCIPAL, SCHOOL OF SALESMANSHIP INTERNATIONAL CORRESPONDENCE SCHOOLS PLANNING AND THE MECHAN LETTER TTER ROUTINE AND ADJUSTMENT LETTERS INSTITUTE OF BUSINESS SCIENCE SCRANTON, PA. - - -- - , - -- I - - ..--- - - - - - - - - . - - -.-- -- - - -- - -- -- ---
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Business Letter Writing
0
RALPH L. WOOD, B.A., PD.B. PRINCIPAL, SCHOOL OF SALESMANSHIP
Planning and Writing the Letter: Copyright, 1927, by rNTRNATroNAL TEXTBOOK
COMPANY.
The Mechanics of the Letter: Copyright, 1927, by I NTERNATTONAL TEXTB001 COMPANY,
Routine and Adjustment Letters: Copyright, 12.7, by INTERNATIONAL TEXTBOOK
C OM.PAN
Copyright in Great Britain
All rights reserved
Printed in U S. A1
INTERNATIONAL TEXTBOOK PRESS
Scranton, Pa. 92936
NOTE.—This book is made up of separate parts, or sections, as indicated by thcfr tit'es, and the page numbers of each usually begin with L In this list of contents the titles of the parts are given in the order in which they appear in the book, and under each title is a full synoiis of the subjects treated.
PLANNING AND WRITING THE LETTER Pages Planning the Letter. - . .0 &. 4.. W W• - . . . . a • • 1- 5
Requisites of a good letter; Outline; Franklin's method; Degree of detail in outlines; Specimen outline; General principles of composition.
Writing the Letter. . . 6 4 . a a - 0 . - 9 V 6 P V V P
Spelling. --- --- . . . 4 0 9• . , . . . . a • • a - How to spell correctly; Words commonly misspelled.
Routine. Letters. Letters ordering goods 4 ii delayed orders;
Explaining delayed o; Paym by mail; Letters acknowledging orders - t.erining enclosures; Letters of Replies to inquiries; Letters of recommendion; Letters of resigna- tion; Letters accepting invitations; Letters declining invitations; Congratulations on business success; Letters of sympathy; Internal Letters; Stock phrases.
Adjustment Letters..... . r1-.1EVW Pf . 4 • j WV. rr-1-1 §.*** Letters of Complaint..... I P I • P I I P P
Measures to Prevent Complaints. 4 4 1 4 • I 4 1 4 4 4
Essentials of a Complaint Letter. ! p p Clearness; Courtesy; Conciseness; How to close.
Series of Complaints. ---------------- I I P + P 1 U I
Replies to Complaints. . - . . ............. + V • • • • 0 • General Suggestions. Three Things the Letter Should Accomplish. P 5 I Drawing Out Complaints... How, to Handle Complaints.. . . . - ...+..
Prompt attention; Sympathetic attitude; Grant concessions cheerfully; Never blame the customer; Special offers; Diplomacy in making refusal; Acknowledging mistakes; Refuse to give special privileges; Offer service,
1-3D
31-62 31-36 31-32 33-35
Examples of Adjustment Letters. . . . . . . . . . 61 4. V . W 50-62