What are the three steps for organizing direct request messages? Answer: State the request or main idea, give necessary details, and close with a cordial request for specific action.
What is a direct request? Answer: A direct request is a message that states the main request upfront without special tact or persuasion, used when the audience is expected to respond favorably.
What is an order letter also known as? Answer: An order letter is also known as a PO or purchase order letter.
What is the objective of an order letter? Answer: The objective is to provide the vendor with detailed instructions for fulfilling a specific order.
What is customer service in an organization? Answer: Customer service is the department or function that responds to inquiries or complaints from customers of that organization.
What is a claim in business communication? Answer: A claim is a formal complaint or legal demand for compensation, payment, or reimbursement for a loss under a contract or due to negligence.
What is an adjustment in business communication? Answer: An adjustment is the settlement of a claim or the process of handling claims, often referring to the compensation or resolution offered.
What is a credit request? Answer: A credit request is a request for credit made in accordance with procedures established by the creditor for that type of credit.
Why does the direct approach work well for routine requests? Answer: The direct approach works well because the audience requires no special persuasion—they are already inclined to respond favorably, so stating the request immediately is efficient and respectful of their time.
How should questions be organized in the middle section of a direct request? Answer: Ask the most important question first, then ask related, more specific questions, and use numbered lists when requesting several items or answers to improve clarity and response efficiency.
Why are order letters compared to “good mail order forms”? Answer: Order letters, like mail order forms, provide clear, detailed instructions for fulfilling orders but offer more space for explaining special needs or circumstances.
What makes customer service correspondence particularly important for business success? Answer: Effective customer service correspondence ensures customer satisfaction, encourages repeat business, builds loyalty, and maintains the company’s reputation through professional problem resolution.
Why is it important to make direct requests clear and unambiguous? Answer: Clear, unambiguous requests prevent misunderstandings, reduce back-and-forth communication, ensure accurate responses, and save time for both the requester and the responder.
How does the structure of a claim letter differ from a routine direct request? Answer: While both may use direct structure, claim letters often need to provide more background and evidence about the problem while still stating the desired adjustment clearly and early.
What is the two-step process for making routine credit requests? Answer: First, obtain a credit application form, and second, supply all necessary information requested in the application to complete the credit evaluation process.
Why should direct requests avoid buried or implied requests? Answer: Buried or implied requests can be missed or misunderstood, leading to incomplete responses, delays, and frustration for both the writer and the reader.
How can numbered lists improve the effectiveness of direct requests? Answer: Numbered lists make multiple requests easy to read, understand, and respond to systematically, ensuring all items are addressed and making the responder’s task more manageable.
Convert this indirect request to a direct request: “I was wondering if you might possibly send me the report when you have a moment.” Answer: “Please send me the sales report by Friday.”
Draft the opening sentence of a direct request asking for a product catalog and pricing information. Answer: “Please send me your current product catalog and price list.”
You need to order 25 copies of a specific book. What key information should your order letter include? Answer: Book title, author, ISBN, quantity (25), unit price, shipping address, payment method, and desired delivery date.
A customer writes: “The product I received doesn’t work.” Convert this into a proper claim statement for a claim letter. Answer: “I am writing to request an adjustment for the Model X-200 printer I purchased on March 10 (invoice #4588), which malfunctioned upon initial use and does not print as advertised.”
Create a numbered list of three questions to include in an inquiry letter about a software product’s features. Answer: “1. Does the software include automated backup functionality? 2. What mobile platforms are supported? 3. Is technical support available 24/7?”
Identify the problem with this request and rewrite it: “It would be really great if somebody could maybe send me that thing we talked about last time.” Answer: Problem: vague, indirect, and unprofessional. Rewritten: “Please email me the project timeline document we discussed in yesterday’s meeting.”
Draft the closing paragraph for a direct request for meeting scheduling information. Answer: “I would appreciate receiving the available dates and times by this Friday. Please email me at jsmith@company.com or call me at (555) 123-4567. Thank you for your assistance.”
You’re writing a claim letter about damaged goods received. What specific action should you request in the closing? Answer: “Please ship replacement merchandise within five business days and email me the tracking information, or issue a full refund to my credit card if replacements are unavailable.”
