This document outlines four types of business letters: direct and indirect letters, inquiry letters, special request letters, and sales letters. It provides details on the purpose and structure of each type of letter. Direct letters are straightforward while indirect letters act as a buffer. Inquiry letters ask for specific information by stating questions clearly. Special request letters convince the reader to fulfill a special demand. Sales letters persuade readers to buy a product by highlighting its benefits. Customer relations letters maintain good customer relationships.

1. Four Types of
Business Letters
Based off of Kolin Chapter 6
For Business Writing
By Dr. Jennifer L. Bowie

2. 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

3. Tips For Business Letters
• Think of them as mainly persuasive
documents
• Write a reader-orientated document
not a writer-oriented document
• Be respectful

4. 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

5. 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

6. 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

7. 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…

8. 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

9. 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”

10. “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

11. “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

12. There are the four types. Enjoy
writing!