THE 3Ps MODEL: A ROUTINE MESSAGEError: Reference source not found

PROBLEM

As the purchasing manager for The Outfitter, a new clothing store that is scheduled to open March 15, 200–, in San Marcos, Texas, you are interested in carrying lines of relatively expensive clothing that will appeal to college students. Your store will be located just three blocks from the Southwest Texas State University campus, a university avolume sales. Students are interested in fashionable, comfortable clothing.

You are in the process of selecting a line of slacks and shirts for both men and women. The Martin Company (618 Williams Avenue, Dallas, TX 76054) carries the items in which you're interested; however, you need more information about their credit policies, quantity discounts, retail sales agreements, and methods and time frames for shipments.

Write to the sales manager of Martin requesting the information you need. Ask at least four specific questions. Provide sufficient background information about your business so that the sales manager can respond with specific answers to your questions.

PROCESS

1.What is the purpose of your letter?

Error: Reference source not found · To determine Martin's sales and shipping policies to retailers

1

Error: Reference source not found · To provide background information about your store and clientele

Error: Reference source not found2. Describe your audience.

Error: Reference source not found ·Knowledgeable about company policies

Error: Reference source not found ·Knowledgeable about the clothing industry

Error: Reference source not found · Probably receives this type of letter frequently

Error: Reference source not found · Should react positively to the letter

Error: Reference source not found3. Why would the direct organizational plan be used for this type of letter?

Error: Reference source not found · The direct organizational plan is appropriate here because the letter represents potential sales for The Martin Company.

Error: Reference source not found4. List, in order, the topics you plan to cover in the letter.

Error: Reference source not found · Your request and the reason for the request

Error: Reference source not found · Background information about the store and clientele

Error: Reference source not found · Specific questions that will elicit the information you need

Error: Reference source not found · The action you want the reader to take and the date by which it should be taken

2

Error: Reference source not found5. Write the opening sentence using a polite request that clearly defines the purpose of your letter.

Error: Reference source not found Will you please send me information and answer several questions about your sales policies and procedures for retailers.

Error: Reference source not found6. Identify, in order of importance, the background information you should give the reader and the reasons that information should be helpful.

Error: Reference source not found · The type of clothing you plan to purchase (gives the wholesaler information about the style and quality of the lines you intend to carry)

Error: Reference source not found · The location of the store (indicates your anticipated sales volume)

Error: Reference source not found7. Write at least four specific questions that will elicit the information you need.

Error: Reference source not found · What are your specific policies about extending credit to new businesses?

Error: Reference source not found · What is the normal length of time for credit approval? Error: Reference sourcenot found

· What types of discounts do you offer?

Error: Reference source not found · Do you require a specific sales contract with your retailers?

Error: Reference source not found · What shipping firm would be used for deliveries to San Marcos, Texas?

Error: Reference source not found · Once an order is placed, how long does delivery usually take?

3

Error: Reference source not found8. Now write your closing paragraph. Make a clear statement of the specific action you want the reader to take, with a deadline by when the information is needed. Make the paragraph positive and provide appropriate reader incentive.

Error: Reference source not found Please answer the questions above and provide any additional information, sales contracts, and applications that are necessary for becoming an established retailer with your company. We would appreciate it if you could provide the information by January 30, 200–, so that we can have our store stocked with quality slacks and shirts from The Martin Company for our grand opening on March 15.

PRODUCT: A ROUTINE MESSAGE

4

THE 3Ps MODEL: A PERSUASIVE REQUESTError: Reference source not found

PROBLEMAs training supervisor, you report directly to Robert Smith, director of personnel, for Landon Industries, 3537 South Compton, St. Louis, MO 63118 (314-776-2434). Your firm does contract computer programming for specialized business purposes. Once the programs are written and tested, your firm provides on-site training in the use of the programs. As a part of company expansion, Landon has contracted for several jobs for firms in foreign countries. Because of the recent expansion of Landon Industries, the physical plant had to be enlarged. Budgets are now tight.You will soon be sending programmers to foreign countries, frequently for fairly extensive periods of time, to provide training in the use of the programs they develop. Many programmers have ex-pressed concern about traveling and working abroad. They seem willing to devote personal time if the company offers them intercultural and basic language training.As training supervisor, you see the need for developing a special training program in these areas for individuals who will be sent abroad. You feel that the program would be beneficial for those individuals in preventing culture shock as well as to the company in promoting better relations with foreign clients. The cost of establishing the program would be approximately $15,000 for the initial outlay for instruction, materials, facilities, equipment, and salaries. Write a memo to Smith. Provide convincing evidence about your proposed program, and sell him on the idea of allowing you to set up the program.

PROCESS5

1. What is the purpose of your letter?

Error: Reference source not found · To sell the idea of a new training program

Error: Reference source not found 2. Describe your audience.

Error: Reference source not found · Understands budget constraints

Error: Reference source not found · Is aware of personnel needs

Error: Reference source not found · Is interested in keeping employees happy

Error: Reference source not found 3. Why would the indirect organizational plan be used for this type of letter?

Error: Reference source not found · Because it's a persuasive request

Error: Reference source not found 4. What is the most obvious obstacle to overcome?

Error: Reference source not found · Spending money when budgets are tight

Error: Reference source not found 5. List, in order, the topics you plan to cover in this letter.

Error: Reference source not found · Attract attention by describing a problem and showing a need for a solution

Error: Reference source not found · Create interest and desire by providing background information, benefits, and proof

Error: Reference source not found · Present the recommendation after presenting most of the rationale

6

Error: Reference source not found · Provide a statement that neutralizes the obvious obstacle

Error: Reference source not found · Motivate prompt action

Error: Reference source not found 6. Write an opening paragraph that captures the reader's attention by describing a problem that can be solved.

Error: Reference source not found Within the next few months, several of our programmers will be traveling abroad to provide on-site training in the use of the programs they develop. It is important that our personnel be prepared to deal effectively with our foreign clients.

Error: Reference source not found 7. What background information should you provide the reader?

Error: Reference source not found · Areas of concern to programmers

Error: Reference source not found · The time needed for training

Error: Reference source not found 8. What external evidence could be provided to motivate the reader?

Error: Reference source not found · Information about how other companies handle this problem

Error: Reference source not found 9. Write a statement that presents your recommendation. (Assume that you have already presented most of the rationale.)

Error: Reference source not found Because there is convincing evidence that intercultural and language training would be beneficial, I am requesting your approval for such a program.

7

Error: Reference source not found10. Write a statement that neutralizes the obvious obstacle (see item 4).

Error: Reference source not found Budgets are currently tight because of the expansion of our physical plant; however, programmers must be prepared for their encounters in foreign cultures if they are going to work successfully with our foreign clients.

Error: Reference source not found11. Now write your closing paragraph. Make a clear statement of the specific action you want the reader to take, with a deadline by when you need the response. Make the paragraph positive, and provide appropriate reader incentives.

Error: Reference source not found Please give me authorization to develop this training program by March 30, 200–. This will allow sufficient time in April to develop instructional strategies, arrange for facilities and materials, and hire needed teachers. It will be a real boost to employee morale if our programmers know that they will be receiving the training before their departure in July.

8

PRODUCT: A PERSUASIVE REQUEST

Error: Reference source not foundError: Reference source not foundMEMO TO: Mr. Robert Smith, Director of PersonnelError: Reference source not foundFROM: Janice Dixon, Training SupervisorError: Reference source not foundDATE: March 13, 200–Error: Reference source not foundSUBJECT: Employee Training Program

Within the next few months, several of our programmers will be traveling abroad to provide on-site training in the use of the programs they develop. It is important that our personnel be prepared to deal effectively with our foreign clients.

Several programmers have expressed concern about traveling and working abroad in terms of their dealings with clients. They are specifically concerned about language and customs—food, housing accommodations, local travel, dress, manners, etiquette, and ethnic and business customs.

I have investigated various possibilities for dealing with the programmers' concerns. Of the most successful companies who send employees abroad, 87% provide intercultural training and language programs for employees before departure. The

9

normal time frame for such programs is six to eight weeks.

Because there is convincing evidence that intercultural and language training would be beneficial, I am requesting your approval for such a program. Programmers have indicated a willingness to devote some personal time for training to minimize expenses.

The cost of establishing the program is $15,000, for instruction, materials, and facilities. Budgets are currently tight because of the expansion of our physical plant; however, programmers must be prepared for their encounters in foreign cultures if they are going to work successfully with our foreign clients. Their success has an impact on the future growth of Landon Industries.

Please give me authorization to develop this training program by March 30, 200–. This will allow sufficient time in April to develop instructional strategies, arrange for facilities and materials, and hire needed teachers. It will be a real boost to employee morale if our programmers know that they will be receiving the training before their departure in July.

JD

1

1

THE 3Ps MODEL: A BAD-NEWS LETTERError: Reference source not found

PROBLEM

You are the claims manager for Mission Insurance Company, 245 Elm Boulevard, Atlanta, GA 30789 (404-521-3232). Recently, Bill Brown (614 Seminole Drive, Griffin, GA 30223), who is insured by your company, was involved in an accident. Brown was at fault, and he does carry collision insurance.

Roy Billings, the insurance adjuster, has specified in his report that the door panel and fender of Brown's car can be repaired. Brown is very upset because he recently restored his 1962 Thunderbird. He's written to you requesting that the door panel and fender be replaced rather than repaired. Company policy is very strict: It states specifically that payment is made for the cost of repairs rather than replacement when repairs can be made satisfactorily and less expensively. Write a letter to Brown refusing his claim.

PROCESS

1.What is the purpose of the message?

Error: Reference source not found · To maintain goodwill and at the same time convince Brown that it is fair and reasonable for the insurance company to pay for repairs instead of replacement parts

Error: Reference source not found2. Describe your audience.

1

Error: Reference source not found · Has put a lot of work into the car

Error: Reference source not found · Is upset about the wreck and the possibility of repairs rather than replacement parts

Error: Reference source not found · Will need to be convinced that you are being reasonable

Error: Reference source not found3. Should you use the direct or indirect organizational plan?

Error: Reference source not found · Use the indirect organizational plan so that Brown understands the reasons for the refusal.

Error: Reference source not found4. List the topics you plan to cover.

Error: Reference source not found · The door panel and fender can be repaired.

Error: Reference source not found · Collision coverage will take care of the costs of repairs.

Error: Reference source not found · The car will look like new after the repairs are made.

Error: Reference source not found · There are repair shops that do excellent restoration work on classic cars.

Error: Reference source not found5. Brainstorm. List as many reasons as you can think of why you might refuse the claim. Then, after you've thought of several, choose the one that is most effective. Underline that reason.

Error: Reference source not found · Repairs are possible.

1

Error: Reference source not found · Repairs will be cheaper.

Error: Reference source not found · It's company policy to repair where possible.

Error: Reference source not found ·Replacement parts are difficult to find for classic cars.

Error: Reference source not found · Keeping the original parts of classic automobiles enhances their value.

Error: Reference source not found6. Write a buffer opening. Make it neutral, relevant, supportive, interesting, and short.

Error: Reference source not found I have carefully reviewed the report on your recent automobile accident. I understand why restoring your 1962 Thunderbird to its original showroom condition is so important to you.

Error: Reference source not found7. Now skip to the actual refusal. Write a statement in which you refuse the request. Subordinate your refusal, and be positive.

Error: Reference source not found Whenever repair work is possible, we take this action in order to keep your insurance premiums low.

Error: Reference source not found8. Write a closing paragraph. Be original, friendly, and positive. Don't refer to the refusal. (Remember best wishes, counterproposal, other sources of help, and resale.)

Error: Reference source not found Three estimates of the repair work should be submitted to us by May 21. The sooner the estimates arrive, the sooner you will

1

receive your reimbursement. We appreciate your business and look forward to serving you in the future.

1

PRODUCT: A BAD-NEWS LETTER

Error: Reference source not foundMISSION INSURANCE COMPANY

Error: Reference source not found245 Elm BoulevardAtlanta, GA 30789

(404) 521-3232

April 15, 200–

Mr. Bill Brown614 Seminole DriveGriffin, GA 30223

Dear Mr. Brown:

I have carefully reviewed the report on your recent automobile accident. I understand why restoring your 1962 Thunderbird to its original showroom condition is so important to you.

Our insurance adjuster has seen your car. He indicates that the door panel and fender can be repaired. Your collision coverage will take care of the cost of repairs, and once the repairs are completed, the car will look like new. Whenever repair work is possible, we take this action in order to keep your insurance premiums low. We

1

have some suggestions that may be helpful to you.

There Error: Reference source not foundare Error: Reference source notfoundtwo Error: Reference source not foundautomobile Error: Reference source not foundrepair Error: Reference source not foundshops

Error: Reference source not foundloc

ated Error: Reference source not foundin Error: Reference source not foundyour Error: Reference source not foundcity Error: Reference source not foundthat Error: Reference source not foundwe Error:Reference source not foundcan recommend; both shops have excellent reputations for restoration work on classic cars. Bob's Body Shop is located at 1300 Walnut Street, and Auto Crafters is at 1231 Eastwood Drive. Both shops suggest that it is best to keep the original parts on classic vehicles when possible. Of course, if you are convinced that you want new parts, you may apply the reimbursement for repair work toward those parts.

1

Three estimates of the repair work should be submitted to us by May 21. The sooner the estimates arrive, the sooner you will receive your reimbursement. We appreciate your business and look forward to serving you in the future.

Yours truly,

Kelly MurrayClaims Manager

tgy

1