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: Best for:
•Good news •Bad news
•Non-emotional issues •Less direct readers (some international)
•Audiences that prefer a straightforward •Sensitive situations
approach •Issues that need explaining
Introduction: Introduction:
•Establishes a reason for writing •Acts as a buffer with a positive or
•Presents main idea neutral statement
•Compliments the readers, agrees,
Body: appreciates, thanks, and more
•Provides and explains details
Body:
•Explains situation first
Conclusion: •Leads up to the point/issue
•Reminds of any deadlines •States point/issue
•Presents call for action •If possible, links bad news with benefits
•Looks to future •Does not place blame
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 reader’s attention
• Highlight the product’s 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
• Don’t 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 reader’s
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 customer’s 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!