Mail That Matters.pptx

E-mail Etiquette
Basic and Advance

Activity
Identify the difference between letter and email
Identify the difference between WhatsApp and email
‹#› 4

What is an Email
• Electronic mail is a method of exchanging messages between people using electronic
devices.
• It is much faster and is documented as an Evidence for all future references without
any hasstle.
‹#› 5

Types of EMAILS
• Information Mail
• Educational Emails
• Lead Nurturing Emails
• Transactional Emails
• Promotional Emails

Informational Emails
Dear all staff members, I am happy to announce that [name of employee] has
been promoted to the position of [job title].
[Name of employee] has been working at [company] for [X] years, and played a
vital role in [achievement].
During that time, they have always been dedicated to [company] and displayed
great team spirit, which we’re happy to reward with this promotion.
I would be grateful if you join me in congratulating [name of employee] on this
exciting news.
Regards,
[name & position]

Educational Emails
• One of the most Popular Emails
• They help to solve a problem or answer a question
• It is more effective Target Audience is identified for the same,

Educational Emails
• Dear Customer,
We are happy to inform the Launch of a new FD product specially designed for Kids
with attractive Interest Rate and Flexible Lock In Period.
This will come in handy for your Kids College Education .
Please find the Link attached that gives you the access to complete information on this
Product.
www.fdkidprimebank.com
Reach out to us any time for further discussion.
Warm regards

Lead Nurturing Emails
• Helps in taking the Customer through a Sales Cycle Process
• It helps in reducing the Time invested in the entire Sales Cycle Process
• Always supported with a Call to Action

Lead Nurturing Emails
Hello [contact name]
I just wanted to check in again and see how things are coming along. Did
you have any additional questions about our product/service?
If they used a free trial or product demo: Did you have any questions
about our product/service that I can help you with?
I’d love to set up a time to speak with you about next steps. Do you have
any available time coming up for a call?
[Your name]

Transactional Emails
• A transactional email is an email that is sent to an individual recipient
• following a commercial transaction or specific action performed by
that person,
• such as a purchase in your connected store or a password reset
request.
• Example – Notification
Order Confirmation

Transactional Emails
Hello [name],
Great news! Your order is on its way.
This email is to notify you that your order [order number] has successfully shipped. You can click
on the button below to track your shipment.
[CTA]
Here are the details of your order:
[order details]
Best regards,
Team [company name]

Promotional Emails
• Used when offering a
• New Product
• Service
• Special Deal
• Upcoming Special Event

• Your HR team has reached out to you for drafting a nice Email.
• Content of the Email is Introducing a New End to End HR related App which has all
your queries related to HR answered right from Leave position to salary slip.

Group Activity
• You are reaching out to an industry expert for an interview for your upcoming
Research Report.
• Draft an Email to get an appointment over the ZOOM platform with that person.

• One of the company is coming up with a new line of product in a specific market
• Write an Email to sell your Quantitative Research Report

• You have just concluded a business deal and have raised a Purchase Order with the
Client.
• Write an Email confirming this transaction

• Write an Email to Introduce a New Add on to the Report that you have sold to the
customer.
• This mail should convey that he/she being an existing customer, this additional
feature is coming at 50% discount.

Language & Grammar
• First impressions matter
• Good reputation
• Avoid miscommunication and misunderstanding
• Make your communications more effective
• Reduce the risk of costly lawsuits
• Keep your business’ competitive edge
• Increase productivity

Components of Structuring a Sentence
• IMPORTANCE of SIMPLE SENTENCES
• WORD CHOICE
• PURPOSE OF THE SENTENCE
• GRAMMAR
• VOCABULARY

Structuring of Sentences in an EMAIL
• The person who opens your email wants to know three things:
• who you are
• why you wrote this email
• what’s in it for them or if they should take any action

ACTIVITY
• Write an Email to a Prospective Client Introducing a new Life Science Report that you
have prepared after interviewing 100 Doctors who are expert in this field..

Sentence Structure
• Sentence structure is how the basic grammatical elements of a sentence are put
together.
• The rules for how a sentence is constructed are simple but firm.

Types of Sentences
• There are four types of sentences:
• Simple – Eg – She is Correct
• Compound – She was sick , so she didn’t go to school
• Complex – Although I was bored, I sat through the entire movie.
• Compound-complex – Because he was injured, the team played without him and
their rivals beat them soundly.

Components OF SIMPLE SENTENCES
• Starts with a Capital Letter
• Subject Noun
• Verb- Predicate
• Complete Thought
• Terminal Punctuation

Sentence Structure – Building Blocks
• Sentence Fragments – Grouping of Words conveying incomplete messages
• Sprawling Sentences – Too many information shared in a confusing manner
• Run-on Sentences – Sentences connected incorrectly with incorrect puntuations

Sentence Fragments
• Incorrect
• The boy named Rohan
Incomplete information about Rohan
• Correct
He is the boy named Rohan.

Sprawling Sentences
• Incorrect
• Johnny Depp played Captain Jack Sparrow, and he also acted in the movie Blow, but
he doesn’t let his numerous famous roles affect his personal life; he loves tattoos, so
he has a lot of ink all over him.
Too many information about Johnny Depp
• Correct
• Johnny Deep played Captain Jack Sparrow and acted in the movie Blow. He doesn’t let
his numerous famous roles affect his personal life, though. He loves tattoos and has
been inked many times.

Run on Sentences
• Incorrect
• It’s raining outside, take an umbrella.
• Correct
• It’s raining outside. Take an umbrella.
• It’s raining outside; take an umbrella.
• It’s raining outside, so take an umbrella.

Bad Sentences examples
• IC -I sent Bobby to the store. Because we’d run out of milk.
• C - I sent Bobby to the store because we’d run out of milk.
• IC -Most people wouldn’t do that job. Not for love nor money.
• C - Most people would not do that job for love or money.

ACTIVITY
• Frame 5 Simple Sentences from the Emails that you send to the Customer on a Daily
basis highlighting the features and benefits of a Product of your choice as per your
Company’s product portfolio.

WORD CHOICE
• . A strong word choice makes it easier for readers to understand the concept.
• It clarifies, explains, and expands ideas.
• Strong word choice uses vocabulary and language to maximum effect, creating clear
moods and images and making our stories more powerful and vivid.

4 Elements of Word Choice
• Meaning – Denotation and Connotation
• Specificity – Correct and Specific
• Audience – Target Audience
• Style – Style to be used as the personality defines.

Word Choice
• Denotation and Connotatio
• Denotation is the dictionary meaning of the word
Example – Innocent
The court said she was innocent.
• Connotation is the Indirect meaning of the word more on the Feelings or Emotions
1.Example – What does she know. She's so innocent
2.Example is the word POUR
• Denotation: Do you want me to pour you a glass of water?
• Connotation: His work continued to pour in.

Specificity
Words that are both correct in meaning and specific in description
Words that are Concrete and Particular rather than Abstract or Vague
Example –

Target Audience
• Using language to the fullest possible extent
• Mindful of the Target Audience
• Verbose to be avoided

Style
• Limited Word or Elaborative
• Unique defining the personality
• Developed over a Period of time

Importance of GRAMMAR in Emails
• “Bad Grammar is like Bad Breath , just because no one says anything, doesn’t mean
no one notices it”.
Jane Watson

Activity -Technology Happened
Identify what are all the challenges we face in today’s Technologically driven world in
writing a complete sentence.

Importance of Grammar in Emails
• Important in all forms of communication
• Improves skill of expression
• Enhances accuracy
• Good grammar saves time in business
• Grammar clears the message
• Helps in saving the face
• It is immensely important in digital world
• Helps in increased competitiveness
• Gives edge over competitors

VOCABULARY
• Business vocabulary allows two individuals or groups
• to hold a simpler,
• clearer conversation
• without the need to explain complicated ideas or constantly check
that information is understood.
• The main function of the business writing is to convey your message
or thoughts effectively to the reader.

Tips to use Correct Vocabulary
• Use Familiar Words
• Use Single Words
• Use Concrete Words
• Avoid Long Sentences
• Use technical words with Care
• Avoid using Difficult Words
• Use Strong and Power Words
• Active Verb to be used
• Avoid camouflaged Words
• Use Correct Idioms

ACTIVITY
• Frame a mail using 5 sentences with a good vocabulary in order to kindle the interest
of the recipient of a just launched Competitive Intelligence Report on the market for
a company foraying into your market for the first time.

SUBJECT the Identity of the Mail

ACTIVITY
• Write a Compelling Subject for the following Scenarios :
• Introducing a New Product
• Introducing a New feature in the existing Product
• Price Reduction and Referral Discount

ACTIVITY – Identify where will you use these
Subject Lines
• ‘I didn't realize architecture was so dangerous’"
• Mark your Calendar for these dates
• Welcome Gift – Offer Inside – pssst Just for you
• Chaos to Calm
• DO NOT Commit These Instagram Atrocities
• "Not Cool, Guys"
• Important Weather Advisory
• Don't Open This Email
• How to live at home 24/7
• Google sees smartphone heroics in Oreo. It's The Daily Crunch
• The best options for grocery delivery

Grammar in Email – Watch Out
• Your vs. You're
• Its vs. It's
• Then vs. Than
• Their vs. There vs. They're
• Who vs That
• Compliment vs. Complement
• Misplaced modifiers
• Confusing "like" and "as"
• Wrong verb tense
• Dangling modifiers

CLEAR
• Any message needs to come out clearly from your communication rather
than the recipient having to assume things and coming back to you for more
information. This will only lead to more time being wasted on emails.
• BAD example
• Dear Ram,
I would like to talk to you about the new client’s project which the
engineering team had discussed yesterday. I might need the help of John from
your team.
Regards,

CORRECT
• Correct ness of a Message implies
• No Spelling and Grammatical Errors
• Proof reading
• Addressing and Pronouncing the names Correctly.
Bad Example on a Mail
Further to our conservation today, I am attaching the plan for the first stage of the project.
Hope the one weak deadline is okay with you and your team.
Visible Mistakes – Spelling of Conversation and Weak

Complete
• Complete information should have all the information sought by reader.
• Specially when they are expected to action on it CTA (Call to Action)
• Bad Example
• Let us sit for a review and feedback with your Goal Sheet and your Achievement next
week.
Very abrupt message and can put the reader into Turmoil

Concise
• Building too many sentences into your conversation
• Ends up wasting time of the receiver
• Avoid Fillers
• Bad Example
• I think we need to talk about the CSR campaign, I mean the one which we
need to do as a quarterly exercise. I think it is a great way of enhancing our
brand image. Basically, it would just be a visit to an orphanage but we can
sort of do other things too. For instance, we could take the kids out for a
short trip to a nearby park or zoo. Let us sit and talk tomorrow.
• Full of Fillers and Extended Phrases

CONCRETE
• Believe in what you say and Speak what you Believe
• Resonate with the Recipient well
Bad Example
Paradise Resort is the best resort. Do come to us on your next holiday…
The information is vague
Not creating an Impact on the readers mind
Not enough information to weave a story in the reader’s mind

COHERENT
• Logical flow to the Message
• Perfect connectivity
Bad Example
Thanks for submitting the industry report. Finn will give you some feedback on
it. Finn also wanted to find out if you will be available for the client meeting
tomorrow. We will be discussing the budget for the next phase of the project.
Jumping from One atopic to Another with out prior detailing

COURTEOUS
• Courtesy required for a Healthy Professional Relationship
• Being Rude is unacceptable for a Long Lasting Relationship
• Hidden Insults , Aggressive Tone can lead to a Bad Work Culture
Bad Example
I really do not appreciate how your IT team ignores the requests of my team
alone. My team is an important function in this organization too and we have
our own IT requirement. Can you ensure that your team responds promptly to
my team’s requests hereon?
Condescending , Judgmental and Disrespectful

Psychology of an Email
Offer Value –
Reciprocity
Build Curiosity
– Information
Gap Bridging
Upgrade and
Introduce
Cocktail Party -
Personalising
the Email
Foot in the
Door

Case Study 1
Our Service will increase your sales allowing you
to profitably grow your company. They will also
save you time and hassle so that you can spend
more time doing things that you enjoy

Our Service can reduce your inventory costs by reducing
missing stock items by 20%.
Solution – Being Specific

Case
Study 2
Our industry-leading company has
state-of-the-art products and the
best customer service in the
business!

Solution – Self Praise Toned Down
An independent survey showed that our customers on average are happier with our
products and services than with those of other vendors.

From: ram@abcltd.com
To: haree@vnm.com
Subject: URGENT| WOW Project Details | Please Provide
Hello Hari
As you know that the WOW Project is now in its second phase, and the due date is approaching.
Request you to please provide the details required on priority to complete the second phase as per schedule.
Regards
Ram

From : ram@abcltd.com
To : hari@vnm.com
Subject : URGENT| WOW Project Details | Please Provide
Hello Hari
As you know that the WOW Project is now on its second phase, the due date is approaching.
Keeping Mr Ravi also in the loop as he missed the earlier meeting.
Regards
Ram

From : ram@abcltd
To : hari@vnm.com
BCC :topmanagement@vnm.com, topmanagement@abcltd.com
Hello Hari
Regards
Ram

To : hari@vnm.com
Subject : WOW Project
Hello Hari
Regards
Ram

To : hari@vnm.com
Hi Hari Kumar sir
Regards
Ram

To : hari@vnm.com
Hi Hari
Please provide urgently
Regards
Ram

To : hari@vnm.com
Hi Hari
Cheers
Ram

SEAL THE DEAL with the Personality Types
• It helps individuals understand themselves,
• learn strategies to improve interaction with others and
• achieve higher workplace satisfaction and results.

How Can DISC help in Email
• To Build Relationship
• Positive and Appealing to the Client
• Short , Clear and Easy to understand
• Address to the right Person in the Organisation
• Highlight your Company Attributes

DISC divides people into 4 Types
• D types : Dominant , Direct to the Point
• I types : Influencers , Warm Friendly
• S Types : Steady , Patient , Methodical
• C Types : Control Oriented , Data focused , logical

Dominance Influence
Conscientious
ness
Steadiness
• Direct
• Dominating
• Decisive
• Innovative
• Talkative
• Impulsive
• Systematic
• Data – driven
• Calculating
• Democratic
• Good listener
• Supportive
Personality
Styles - DISC
ACTION
STABILITY
PEOPLE
ORIENTED
TASK
ORIENTED

The D Style
D’s tend to think in terms of bottom line, and prefer short, direct communication.
•Fast-paced speech
•Impatience with wasted time
•High expectations
•May seem “abrupt” or “short”

•Eliminate warm greetings.
•Focus on benefits, not features..
•Keep it short.
•Use bullet points
•Avoid “fluff.”
•Listen closely.
•Clearly state
•No need for a warm sign-off.
Email Tips for D style

The I Style
I’s typically enjoy warm interactions and big picture conversations.
•Warmth and friendliness
•Animated and informal conversational style
•Tells stories
•May have a tendency toward “rabbit trails” and rambling paragraphs

•Greet warmly
•Make a personal connection.
•Focus on the big picture.
•Use stories.
Email Tips to I Style
• Ask for their ideas and opinions.
• Use paragraphs.
• Don’t push the sale.
• Close with warmth

The S Type
S Types usually prefer a patient, trustworthy style and tend to be risk-averse.
•A friendly but formal greeting style
•Prefers a slow pace
•Asks risk-related questions
•Easy-going but resists pressure

•Greet warmly but formally.
•Build trust.
•Avoid pressure tactics
•Be sincere.
Email Tips to S Style
•Use a mix of paragraphs and bullets.
•Choose a low-risk call to action.
•Close with warm formality.

The C Type
C’s like analytics, details, and methodical communications.
•Formal greeting style
•Cautious and detail-oriented communications
•Asks for data and analytics
•Talks about doing things the “right” way

•Greet formally.
•Support statements with data..
•Use bullet points.
•Be diplomatic and courteous.
Email Tips to C type
• Under promise and over deliver.
• Choose a process-oriented call to action
• Close with formality

ACTIVITY
• You are writing an Email to a Decision Maker offering your services specific to their
industries.
• You have written a Long Email explaining all the Features and Benefits of the Product.
• In reply, he has just sent a one lettered word “OK”
• How will you write a respond to the above person’s mail.

ACTIVITY
• You are writing an Email to a person who has expressed his interest in your Banking
and Finance Global Survey Report.
• He says , he has heard about you and would like to have more details.
• How will you mail a Response to this customer?

ACTIVITY
• Write an Email to a Customer who has subscribed to a Paid weekly report service
informing about the Price hike to be incorporated from the next month .

ACTIVITY
• Write an Email to a Customer who has been with you for a long time.
• You want to sell an Additional Features to this customer as an Introductory Offer at
15% discount.
• How will you draft an Email

Approach for “ Story based Sales approach
•Simplicity—it’s not complicated or hard to use
•It draws on your customer’s emotions
•You can easily create a meaningful connection
•It helps your customer visualize your product as their solution
•Easy to personalize with any story you have

ACTIVITY
• Write an Email to the Customer selling your Quanlitative Research
Report highlighting all the features and benefits

Approach for Making best introduction
•Short and to the point with only four complete sentences
•Contains bullet points for easy scanning
•An interesting subject line that invites higher open rates

ACTIVITY
• Write a Mail to the Decision Maker of a company that Heavy
Machinery Vehicle manufacturer from France who wants to launch
his product in Thailand.

Approach for Cold Email Outreach
•Short and direct
•A clear and specific call to action in the end
•Includes your product’s main selling point

ACTIVITY
• Write an Email asking the Participants to register for a in demand
Database Report that has 1.5 hrs Video Recording that shares the Tips
and Tricks to increase the ROI

Approach for Cold Email Outreach
•Shows your product in action
•Lets your prospects know what’s possible
•Adds credibility to your product offering or service

Approach for selling through webinar registrations
•Short and direct
•States what benefit the customer will get out of it
•No nonsense subject line that lets them know exactly what the email is about

ACTIVITY
• Frame an Email to introduce a of a New Artificial Intelligence Product
in Health Care Industry

Negotiations through email
•Keep communication balanced
•States what benefit the customer will get out of it
•No nonsense subject line that lets them know exactly what the email is about

Negotiations
• Selling of a Property by identifying the Feature and Benefit of the
house using an Email with different personalities

Activity
Draft an Email to a Prospective Client
whom you have received as a
reference from one of your Customer

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