6. Different Types of Letter:

6. Different Types of Letter:

 Job Application: Your resume (or C.V.) should be accompanied by a
cover letter. In many respects, the cover letter to the resume is a sales
letter and you are the product.
Objectives of the cover letter:
o Context: refer to your source of information about the vacancy.
o Gain the reader‟s attention by indicating your major
qualifications and how the firm would benefit from your skills
and abilities
o Describe your background and qualifications and refer to more
complete data in your resume
o Provide proof of your competence by referring to relevant
awards, employment, degrees, and the reference list provided
in your resume
o Ask that an interview be scheduled a.s.a.p.; make the request
positive and indicate that you wish to elaborate on how the
firm will benefit by hiring you.
N.B. Other factors to consider: submit typewritten letters
that are neat and error-free. Be specific. Tailor your cover
letters to the specific jobs you are applying for.
 Collection Letter: Occasional accounts become delinquent, and
although the firm wants to collect its money, it also wants to maintain
good relationships. Most companies follow the same steps to collect
delinquent accounts: a collection series, beginning with a reminder
message and then becoming progressively more insistent as the letters
in the series continue.

Reminder: Often a short note with a brief statement on the invoice
such as “Did you forget?” is sent soon after a delinquent account is
recognized. If the customer has not responded to the reminder, a
personal letter (or a series of letters) is in order. That letter must be
courteous and must specify the exact amount due, the due date, and the
consequences of nonpayment. In addition, always convey the message
that settling the bill is to the customer‟s advantage.
 Complaint or Grievance (Claim Letters): Because today‟s production
and marketing systems involve so many different processes and
people, claim letters regarding lost or mishandled merchandise, bills,
etc., have become a constant part of doing business.
The objective of a claim letter is to receive a definite answer. The
writer hopes that the reply to the claim will be favorable. However, if
that is not possible, the writer may be satisfied with a compromise or a
rejection. What the writer does not want is a letter that reaches no
decision – this usually results in further correspondence, which wastes
time and money.
A claim letter should include 5 features:
o An opening statement that refers very specifically to the
transaction
o A specific statement of the loss
o A specific statement of the adjustment desired
o A statement to motivate favorable action
o A close
 Favorable Adjustments to Claims: Because of the increasing
complexity of doing business, companies expect claims. They are
aware that a certain percentage of claims will be entered in the natural
course of doing business. Thus policies are established for making
adjustments under various conditions.
Most firms recognize that making an adjustment graciously and openly
is an opportunity for building good will. As a matter of fact, an
adjustment made grudgingly often will do more damage than a refusal
made courteously and intelligently.
Buyer at fault: At times a buyer will submit a claim that he/she
may think is justified but actually is not. Firms will often grant
such claims purely for the purpose of maintaining good will.
However, it is important that the buyer be told (tactfully of course)
that he/she is at fault. Normally that is done before the grant is
made. The organizational pattern for the kind of letter used in this
situation is:
1. reference to the specific transaction
2. a tactful explanation of how the buyer is at fault
3. claim granted (graciously)
4. a sales appeal, if applicable

5. a friendly close
Seller at fault: Obviously, this is a difficult situation to handle.
Buyers are usually not very sympathetic when they have filed a
claim because of the seller‟s error. Nevertheless, the seller must
grant the claim and attempt to retain the customer‟s good will and
continued business. The organizational pattern for the letter used in
this situation is:
1. an opening that refers to the situation and almost
simultaneously makes the grant
2. an explanation of how the error occurred, if such an
explanation serves a reasonable purpose
3. a statement designed to rebuild the customer‟s confidence in
the seller
4. a sales appeal, if appropriate
5. a friendly close