Business letters can be used to request information or action. Familiarize yourself with the organization of these direct request letters so that you can communicate your purpose and achieve a positive outcome.

Read the following scenario, and answer the following question.

Your manager asks you for advice about the tone of a request letter she is composing to an irate customer.

What advice would you give?

Match the tone of the irate customer.

Express appreciation in a fresh and efficient manner.

Use emoticons within the text to ensure correct tone.

The quality of information obtained from a request letter depends on the clarity of the inquiry. What techniques can you use to make your request clear? Check all that apply.

Ask for a specific action.

Place question marks at the end of rhetorical questions.

Itemize information to improve readability.

Use the recipient's first name.

Set an end date when appropriate.