Four Types of

Business Letters
Based off of Kolin Chapter 6
For Business Writing
By Dr. Jennifer L. Bowie
Two Letter Techniques:
Direct vs. Indirect
Best for:
Good news
Non-emotional issues
Audiences that prefer a
straightforward approach
Best for:
Bad news
Less direct readers (some
international)
Sensitive situations
Issues that need explaining
Introduction:
Establishes a reason for writing
Presents main idea
Introduction:
Acts as a buffer with a positive
or neutral statement
Compliments the readers,
agrees, appreciates, thanks, and
more
Body:
Provides and explains details
Body:
Explains situation first
Leads up to the point/issue
States point/issue
If possible, links bad news with
benefits
Does not place blame
Conclusion:
Reminds of any deadlines
Presents call for action
Looks to future
Conclusion:
Does not apologize
Gracious closing
Tips For Business Letters
Think of them as mainly persuasive
documents
Write a reader-orientated document
not a writer-oriented document
Be respectful

Inquiry Letters
Purpose: Ask for information
State clearly what information you are requesting
and why
Write specific, concise, to the point questions that
are both easy to understand and easy to answer
Use bullets to highlight the questions
Leave space for the readers to answer the questions
Attach a questionnaire if you have more than 5 questions
Specify when you need the answers by
Thank the reader

Special Request Letters
Purpose: Make a special demand
State clearly who you are and why you are writing
Convince the reader to help
Show you are hard working
Discuss your reason for the request
Show you understand the situation and have done research
Discuss why the person you are writing to is the best person to
help
Write specific, concise, to the point questions that are both
easy to understand and easy to answer
Use bullets to highlight the questions
Leave space for the readers to answer the questions
Attach a questionnaire if you have more than 5 questions
Specify when you need the answers by
Thank the reader
Offer the reader a copy of the report or results
Ask for necessary permissions






Sales Letters
Purpose: to persuade the readers to buy a product,
service, idea, or point of view
Grab the readers attention
Highlight the products appeal
Show the product's use
Conclude with a request for action (buy it!)
Appeal to the reader with reader-centered issues
(health, convenience, service, saving money)
Use concrete words and colorful verbs
Be ethical and truthful
Dont brag or go on
Customer Relations Letters
Purpose: establish and maintain good
relationships with the customers
Be diplomatic
Be persuasive
Write from and understand the
readers perspective
There are several types

Claim Letters: A Type of Customer Relations
Letter
Purpose: Express a complaint and request specific
action (must have both)
Choose a direct or indirect approach
Direct is best for routine claim letters: claim is backed by
guarantee, warrantee, contract, reputation, or more
Indirect is best for arguable claim letters: when the claim is
debatable or unusual
Use a professional, rational, if possible positive, tone,
and not a hostile, negative, and/or emotional tone
Clearly describe product or service with necessary
details
Explain the problem with details
Propose a fair, precise, and appropriate
request/adjustment
Present an explicit deadline



Adjustment Letters: A Type of Customer
Relations Letter
Purpose: Respond to claim letter with
solution
Work to reconcile the situation and
restore the customer's trust in your
company
Be prompt, courteous, and decisive
Use a positive or neutral tone without
being begrudging or taking full blame
Two types: Yes or No


Yes Adjustment Letters
Start with an apology and admit claim
is justified
Quickly present favorable news
Specifically state how you are
correcting the problem
Explain what happened and why
Conclude with a friendly, positive note


No Adjustment Letters
Use an indirect approach
Thank the customer for writing
Restate the customers problem
Explain what happened and why without
placing blame
Clearly state discussion without hedging
Link no to benefits
Conclude with concise gracious statement
to (leave) open the door to future business

There are the four types. Enjoy
writing!