Portfolio Commercial 2 Unit

Portfolio Commercial Unit 2 Â

Index

Replies Pictionary Letters Acknowledgments Follow-ups Confirmations Remittances Order Acknowledgments Delayed Delivery Partial Shipment Substitute Delivery Stopgap Letters Inquiry Replies Referrals Refusals Complaints, Claims, and Adjustments Pictionary Letters Complaints Claims Adjustments

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Replies Â

Pictionary

Dispatch • A message.

Divulge • To reveal or disclose.

Salvage • To save from destruction.

Savvy • Insight, understanding.

Superfluous • Extra, more than necessary.

Unsolicited • Unrequested.

Endorsement • The act or an instance of endorsing.

Letters

Acknowledgments An acknowledgment should be written when you receive: Merchandise Material Money Information This letter is a courtesy, also an acknowledgment can also serve as a thank-you note. Â

Follow-Ups After a decison or agreement has been made, either at a meeting or in conversation, it is a good idea to sed a follow-up.

To establish a written record if the transaction.

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Confirmations Confirmations are routine for such Businesses as hotels and travel agencies. .

A letter or post-card also effectively transmits clear, correct, and complete information. Â

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Remittances This letter shiould contain any information regarding your order that is needed for the proper crediting of your account, included: Account number The invoice number Amount of the check DO NOT include extra information that may confuse an accounts receivable clerk . Â

Order Acknowledgments An order helps to establish goodwill by reassuring the customer.

The initial order from a new customer SHOULD be acknowledged. And it includes: Mentioning the date of the order.

Including the order or invoice number.

Explaining the date and method of shipment.

Acknowledging the method of shipment.

Also express your appreciation for each. Â

Delayed Delivery Delayed Delivery is caused by the seller, not the buyer. When an order cannot be Filled promptly, the customer deserves an explanation. The delay is unavoidable.

A delayed-delivery letter must be especially “you-oriented”.

It should express that you understand the customer’s disappointment and regret the inconveniece. .

Partial Shipment This letter must be informed that certain itmes have been back ordered.

It also make an attempt to “resell� the merchandise by stressing its finer features without emphasizing the delayed itmes.

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Substitute Delivery When an order cannot be fliled at all, a letter suggesting a substituted merchandise must be comparable to the original order.

The letter must include a sales pitch for the suggestd item.

Also the letter should explain why the ordered merchandise is not available.

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Stopgap Letters

When a thorough response to an incoming letter must be delayed, receipt of the letter must be acknowledged.

Similar to a delayed delivery letter, a Stopgap letter INFORMS your customer letter that you need time to process the request. They are often answered promptly

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Inquiry Replies All inquiries should be answered. An inquiry indicates interest in your company.

An inquiry replay should begin by thanking the reader, Acknowledging the interest in your company and end by offereing futher assistance.

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Referrals A letter of referral acknowledged receipt of the inquiry and explains why and to whom it is being referred.

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Refusals You should never actually use the word “NO”, the letter should be as positive as you can make it.

No matter what the request, your reader deserves an explanation of your refusal.

NEVER make the reader himself the reason for your refusal.

Complaints, clamis and adjustments Â

Pictionary

Clientele • Customers

Compensation • Payment, repayment.

Restitution • Reparation, repayment.

Subsequently • Afterwards

Letters

Complaints When a customer is dissatisfied with goods or services, a complaint letter will inform the company or organization of the problem.

Presents the facts and expresses the customer’s dissatisfaction. Â

Claims It is use to make claims due to unsatisfactory work or products by other companies.

Causes for claims are: • An incorrect bill, invoice, or statement.

• A bill for merchandise ordered but never received.

• Delivery of unordered merchandise.

• Delivery of incorrect merchandise.

Complaint Response IA response to a complaint is concerned and courteous, but not defensive. It may offer an explanation and suggest remedies that are being followed.

It definitely should extend an apology.

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Adjustments Emphasizes the solution rather than the error and convinces the customer that you understand and want to be fair. As the writer, NEVER: • Accuse the customer.

• Refer to the original problem.

• Try to maintain goodwill.

Three types of Adjustment: • Granting an Adjustment • Offering a Compromise Adjustment • Refusing an Adjustment