Letter of Inquiry

 How can inquiry letter be made effective? Discuss the kinds of inquiry letters.

Ans: INQUIRY LETTER:

A letter that asks information about persons, products or services or other matters is an inquiry letter. The questions to be included in a good inquiry letter should be carefully planned. Following are the suggestions for making inquiries effective.

1. Make questions specific, clear and courteous.

2. State each question in a separate paragraph and number the questions if appropriate.

3. Use a separate sheet of paper for listing the questions if they are in large number.

4. Carefully arrange the questions – generally with the easiest to answer sheet.

5. Word the questions in neutral way to that the reader is not influenced.

6. Word the questions to get more than ‘yes’ or ‘no’ answer if details are needed.

7. Word the question to get ‘yes’, ‘no’ or ‘don’t know’ answers, if numerous questions are to be tabulated.

8. Express confidence in the reader.

9. Assure secrecy.

KINDS OF INQUIRY LETTERS:

Inquiry letters fall in three categories: 1. Trade inquiry, 2. Status inquiry and 3. General inquiry.

1. Trade Inquiry:-

A trade inquiry (or sales related inquiry) is written with the intention of making business deals with the addressee. Such inquiry letters are written regarding products or services purchased or being considered for purchase. The trade inquiries ask information about the supply of goods, availability of goods, delivery time, leaflet or catalogue, quotations or price, method of transport, insurance, samples and terms and discount, etc.

2. Status Inquiry:-

Status inquiry is written to know the financial position of some individual or firm usually perspective buyer. Inquiries about the character, qualifications, experience and performance of the applicant for job or membership may also be termed as status inquiries.

3. General Inquiries:-

General inquiry is made to get information about rules and procedures used in other organizations, government policies, market conditions etc. General inquiry may also seek information for private or business research. For example a firm may receive injuries for various data from students, teachers or executives of other organizations.

SEVEN C'S IN BUSINESS COMMUNICATION

SEVEN C’s IN BUSINESS COMMUNICATION

1. CORRECTNESS:

Normally it is assumed that correctness only refers to spelling, punctuation and grammar etc. but business Communication is something more than that. Following guideline should be considered for achieving correctness.

(a) Use the correct level of language

(b) Include only accurate facts and figures.

(c) Maintain acceptable writing mechanics.

 

(a) Use the Correct Level of Language:

There are usually three levels of language that is formal, informal and sub-standard. 

Informal level of language is the language of business letters, memos and reports. 

Formal language is used for writing research papers and legal documents etc. 

Sub-standard level of language is not used in any type of communication because it either refers to the street language or unacceptable language.

Incorrect: We thank you in anticipation of this courtesy and assure you that it will be a pleasure to serve you in similar manners.

Correct: I will appreciate your helping us. Let me know when I can return the favour.

 

(b) Include Only Accurate Facts and Figures:

The writer of a business message should specifically be careful when he is quoting any fact or figure. The situation is more critical when the reader relies on the accuracy of facts and figures. An incorrect figure may lead even to the loss of customer, because customer might feel that he is not dealing with business like people. For example if a bank manager provides a wrong balance figure to his account holder, the result might be disastrous for the bank.

(c) Maintain Acceptable Writing Mechanics:

Writing mechanics include a number of considerations. For instance, use of grammar rules, sentences structure, composition, punctuation, spelling and all other considerations. Which form the structure of English Language?

2. CONCISENESS:

With the advent of information revolution, business messages are getting short day by day. This is because of huge inflow and outflow of messages on daily basis. Therefore, conciseness is a prime requirement. Following points should be considered for achieving conciseness.

(a) Omitting trite expressions.

(b) Avoid unnecessary repetition.

(c) Include relevant facts.

(a) Omitting Trite Expressions:

Trite expressions are also called clichés or stereo typed expressions. They are usually longer, formal and relatively meaningless because of over use.

Example:

Trite: In accordance with your request of recent date, we are enclosing herewith our cashier’s cheque in the amount of Rs 20,000, representing a withdrawal of said saving A/c. No. 3595.

Improved: According to your request of April 25, cheque of Rs. 20,000 is enclosed.

(b) Avoid Unnecessary Repetition:

Skillful business writers avoid unnecessary repetition by rewording their message and trying to reduce it by almost 50%. In other words first draft of the message is never final and it always requires a second reworded reduced draft before dispatched to the receiver.

Example:

Wordy: I have your letter of October 14 and wish to say that we will be glad to give you a refund for shirt you purchased here last week.

Improved: You can avail refund for the shirt you purchased last week.

(c) Include Relevant Facts:

Relevant facts refer to those necessary facts which should be present and should never be compromised for achieving conciseness.

3. CLARITY:

Clarity refers to a clear understanding of the message by the receiver. In other words the receiver should not face any problem in getting the meaning of the message. The clarity could be achieved by the following techniques.

(a) Choose words that are short, familiar and conversational.

(b) Construct effective sentences and paragraphs.

(c) Achieve appropriate readability.

(d) Include examples, illustrations etc.

(a) Choose Words that are Short, Familiar and Conversational:

The vocabulary of English language is so rich that a number of words are possible for a single occasion. In today’s business English, analysts suggest that it’s better to use such words in business writing, which are normally used in day to day conversation. Therefore, it is always better to avoid difficult and high sounding words.

Example:

The bank statement shows an Overdraft of Rs. 10,000.

The bank statement shows an excess withdrawal of Rs. 10,000.

(b) Construct Effective Sentences and Paragraphs:

The number of paragraphs for a business message should not exceed more than 3-4 paragraphs. Within one paragraph, number of sentences should not exceed more than 3-4 sentences and within one sentence, number of words should not exceed more than 12-15 words.

(c) Achieve appropriate Readability:

For achieving readability ‘FOGINDEX’ is calculated. The calculation is given below.

Formula: Word Count 110

No. of sentences 7

Average sentence length (110 ÷ 7) 15.7 ® (a)

Hard Words 13

% age of hard words (13 ÷ 110 x 100) 11.8 ® (b)

Total of ‘a’ and ‘b’ 27.5

Multiplier (27.5 x 0.4) 0.4

FOGINDEX 11

If the answer of Fog Index ranges between 10 and15, this means the message is readable by a person having average educational background the answer exceeds the mark of 15, this means to understand the message, some higher educational qualification is required.

(d) Include Examples, Illustrations etc.:

Examples and illustrations work as supplementary tools for the writer. Examples help the reader to understand meaning of the message.

4. COMPLETENESS:

It is not necessary that all seven C’s could be applied to all types of business messages. The ‘C’ of completeness should be kept in mind especially giving replies to inquiries and writing adjustment letter. Following points are considered for the ‘C’ of completeness.

(a) Answer all questions asked.

(b) Give something extra. When desirable.

(c) Check for five W’s.

(a) Answer all Questions Asked:

If in the product related inquiry the prospective customer has asked four questions, it is much necessary to answer all the four questions. Even if a single question is missed and not answered, the inquirer is having all the reasons to believe that the person giving reply is a careless person or he is not interested in answering the questions or there is something wrong which he is willing to hide.

(b) Give Something Extra When Desirable:

Normally a good marketing technique applied by managers is to offer something extra apart from original questions asked. This something extra may be the point of sale for the producer because customer would like to buy from such a manufacturer who is offering something extra, which others are not offering.

(c) Check for 5 W’s:

Five W’s to Who, What, When, Where and Why. For example to order merchandise, we should make clear What we want, When we need it, Where it is to be sent, How the payment will be needed.

5. CONCRETENESS:

Concreteness adds conviction to the message. It is easy for the reader to believe on concrete messages. Concreteness also increases credibility of the sender of message. Following points should be considered for achieving concreteness.

(a) Use specific facts and figures.

(b) Put action in the verb.

(c) Choose vivid image building words.

(a) Use Specific Facts and Figures:

Use of fact and figures play a vital role especially when describing a product or service.

Example:

General: These brakes stop car within short distance.

Specific: The hydraulic pressure brakes stop a car with a distance of two feet as soon as they are applied.

(b) Put Action in the Verb:

The basic function of the verb is to describe action of a noun or pronoun. Therefore, care should be taken that the action should always be represented by verb and an action is found in a noun, it should be converted into verb.

Example:

Noun: They held meeting in the office.

Verb: They met in the office.

(c) Choose Vivid Image Building Words:

Vivid image building words are generally used for creating an impression upon the reader, so that the reader should start building an image of the product or service in his mind. Such words are used in sales and sales promotion letters.

Example: This is a very good computer.

The P-IV 800 MHz, 20GB HD, 64MB RAM, 500 MB CACHE, Intel genuine processor, in ATX casing is a computer of new millennium.

6. CONSIDERATION:

Consideration refers to giving importance to the other person whether he is a reader audience, spectator or listener. For achieving consideration following points are considered.

(a) You attitude

(b) Show readers interest

(c) Apply integrity in the message

(d) Emphasize the positive

(a) You Attitude:

You attitude means writing a business message from the point of view of the customer or at least showing that the customer is very important.

Example:

I - Attitude: We allow 5% discount on Cash Payment.

You - Attitude: You can enjoy 5% discount on Cash Payment.

(b) Show Readers Interest:

People are basically selfish in their nature. They are only interested in themselves and they always look for some material benefit. Therefore business messages should always be drafted in such a manner to offer something to the customer, which is of interest for him.

Mind it customers are not interested in the producer or service provider. Their focus of concentration is their own self. A customer will be a loyal customer, if he is obtaining some benefit on a regular basis.

(c) Apply Integrity in the Message:

Integrity refers to character in the business message. This would come by being honest and truthful with the customer. Never make such a promise, which can be fulfilled never give false hopes to the customer and also never bluff the customer.

(d) Emphasize the Positive:

Most of the statements even in business messages could be written from angles. One is the positive angle and the other is the negative one. It is always better to highlight positively rather than negatively.

Example:

Negative: We do not refund if the refund item is soiled and unsalable.

Positive: We do refund if the returned item is clean and saleable.

7. COURTESY:

Surviving in today’s business world requires courtesy on the part of producer or seller. A discourteous producer or service provider cannot succeed in the buyer’s market. That is why famous slogan of ‘Customer is always right’ invented. To achieve courtesy following points should be considered.

(a) Be tactful.

(b) Omit expressions that can irritate.

(c) Answer/mail promptly.

(d) Grant and apologize.

(a) Be Tactful:

Tact means handling customer with a right technique. Otherwise, if customers are not handled properly, business may suffer.

Example:

Tactless: Your letter is not complete I cannot understand it.

Tactful: If I understand your letter correctly, you want to say that…….

(b) Omit Expressions that Can Irritate:

Irritating expressions are disliked by all and customers are not any exception.

Example:

(i) You have failed

(ii) You have no choice

(iii)You neglect

(iv) You claim that

(c) Answer / Mail Promptly:

It is a matter of business courtesy that all mails should be answered promptly. A late reply may give an impression that the manufacturer is not interested in the customer.

(d) Grand and Apologize:

It is always advisable to give some favor to the customer if he asked for it, and if some mistake is committed, it is better to apologize.

INTERVIEW | PATTERNED INTERVIEW

Q. Explain the types of (patterned) interview.

Ans: In a patterned interview the interviewer controls the direction of conversation.

Patterned Interviews are of two kinds.

1. Direct Interview: In direct interview the interviewer keeps very close control at all times by directing limited and specific question. He / She asks close ended question and does not let the interviewee speak freely.

2. Indirect Interview: In indirect interview the interviewer makes little or no attempt to direct the applicants conversation.

 

Q. What are the different purpose/objectives for which interview is carried?

ANSWER. Interviews are face-to-face communication. It is a form of interpersonal Communication. Interviews are not just for job procurement. The purpose for which interviews are carried may be as follows:

1. COUNSELLING: taken by a supervisor, officer, or counselor who may ask questions relating to work or problem from the employee. In other cases, interviews may be conducted by a doctor/psychiatrist of patients or person facing psychological problems.

2. EVALUATING: taken by supervisor, manager to review and evaluate the performance of the employee(s).

3. DISCIPLINING: taken by an officer, manager if the behavior of the employee(s) require action to maintain discipline.

4. COMPLAINT: taken by an officer, manager if the employee(s) wish to lodge complaint for certain dissatisfaction or action required.

5. TERMINATION: taken by an officer/manager to inform employee(s) about the termination from job.

 Other objectives There are following objectives of patterned interviews.

1. The resume provides a lot of information about the candidate but not all the information so this interview is conducted to evaluate job qualification that the resume can’t provide.

2. Another purpose is to determine the real communication ability of the interview candidate/applicant.

3. This interview also helps the interviewer provide essential facts about the job and company.

4. It also instills a feeling of material understanding and confidence in the applicant, who accepts the job.

5. It promotes good will towards the company, whether the applicant accepts the job or not. It is important to give the right impression to the candidate who is disappointed by a turndown.

 

Q. Discuss briefly various symbols of positive and negative attitude of an interview?

Ans: An interview may have a negative or positive attitude during the time of interview. The summary of these negative or positive symbols is as below.

A.  Direct Interview:

Positive                                          Negative

a) Early arrival                                        Late arrival

b) Alert, responsible attitude                  Intensive, dull attitude

c) Emphatic attitude                               Withdrawn attitude

d) Relaxed manner                               Tension, body tremor

e) Smiles                                                 Frowns

f) Clear voice                                           Choked voice

g) Diligent, responsible, smart                 Lack of concentration, dull, weak

h) Strong and determined attitude           Lack of determination

 

B. Verbal Behavior:

Positive                                                                     Negative

a) Sticking to the main point                                 Changing the subject

b) Relevant responses                                            Irrelevant responses

c) Well organized presentation                                 Disorganized presentation

d) Appropriate use of humor                              uncalled levity

e) Spontaneous replies                                              Long pause before replying

f) Speaking well of people                                      Criticism of others

g) Eye contacting confident                                   Looking sideways cresting eyes downward.

 

Q. How should an effective interviewer behave during interview? What pitfall an effective interviewer avoid? What are the guidelines to an interview to conduct and effective interview? Or what are the responsibilities of an interviewer?

Ans: Giving an interview is equally important as taking interview, one has to be very careful while giving an interview, there are following guidelines in general which could enable an interviewer to conduct a good and effective interview.

a) Preparation b) Conduct during interview c) Evaluation

a) Preparation: The interviewer should prepare himself before the interview, the following points are to be considered in this regard.

1. Reading applicant’s Resume: There is much information provided in his/her resume so the resume should be read in detail. So as to asks the question in the perspective of resume. 

2. Being aware of state Regulation: There are many policies and rules and regulation made by a state about the recruitment of employees. The interviewer should be aware of them so as to avoid any prospective lawsuit.

3. Planning the questions: The interviewer should plan the pattern of question, the number of question types length duration etc. should be clear in the mind of interviewer.

4. Omitting personal bias: There might be many biases in the minds of interviewer about the candidates. In order to make the interviewee fair he should avoid these biases.

b) Conduct during the interview: Having prepared for the interview the interviewer should consider the following points during interview.

1. Letting the candidate speak: The main objective of interview is to have the information from the candidate as much as possible, so interviewer should let the candidate speak as much as possible.

 2. Using the language of candidate: If there is no restoration regarding the language such a language should be used in which the candidate feels easy and free.

3. Avoiding arguing with the candidate: The purpose of interview is to evaluate the candidate not to solve a dispute, so argumentation with the candidate should be avoided.

4. Not interrupting the candidate: The candidate is already under a lot of pressure. So the candidate should not be interrupted.

5. Controlling the emotions: During the interview there are many stages on which the interviewers might get emotional. This may cause failures to the interview process.

6. Establishing eye contact: In order to be confident and the put the candidate at case, the interviewer should establish an eye contact with the candidate.

7. Using body language: Use of body language can play an important to make the question clear the candidate.

8. Asking open ended questions instantly: The close or dead ended questions are not very useful to acquire more information. So open-ended question should be asked as much as possible.

 

c) Evaluation:

After the interview the last step is to evaluate the interviewee. For this purpose there are following points which should be given importance.

1. No personal bias: There might be many candidates with whom the interviewer may have personal bias. This should be avoided in any case so as to hire the potential people.

2. Clear cut standards: The interviewer should try to establish a clear-cut standard for evaluation such as point system.

Q. What pitfall an interviewer should avoid?

Ans: There are many things in which the interviewer can easily be trapped. There are the general pitfalls which should be avoided. They relate mainly to the following biases prejudices and other weaknesses within the interviewer.

1. Halo Effect: It is the tendency of the interviewer to from an overall opinion regarding the applicant on the basis on a single aspect of his or her personality. For example, if the candidate did not comb his hairs properly the interviewer might have an image that the applicant is a careless person.

2. Stereotype Error Trap: It is the tendency to categorize the candidate on the basis of features of surface cleans or some superficial hints.

3. Expectancy Error: It is the tendency of the applicant to anticipate the need and preference of the interviewer and to respond accordingly. For example, the candidate may give an answer, which is correct but not in accordance with the interviewer preference. So the interviewer should give the leverage to the candidate.

4. Ideal image error: Usually, an interviewer has an image of a candidate. This usually happens that the image in the mind interviewer does not coincide with the candidate. So the interviewer should go on for a compromise.

5. Personal bias of the interviewer: The interviewer may have many personal biases against the candidate. Poor handshake, biting of finger, gum, chewing, loud, clothes, poor eye contact etc. these should be ignored.

6. Pseudoscience and myths: Handwriting, outward features, date of birth number of letters n the name lines or makes on the palm of hand and shape and bulges of the skull are not scientific tolls to judge the ability of the candidate. An interviewer should avoid them.

7. Stereotypes: Interviewer might indulge in monotony in different questions in different ways should be asked.

8. Other pitfalls: There are a number of pitfalls other than those mentioned above. These are as follows;

i. Illusion that the previous experience of itself guarantees ability to do the job well.

ii. Being impressed because the applicant needs a job even though the necessary qualification is lacking.

iii. Talking too much by interviewee not listening.

iv. Poor preparation before interview.

v. Asking inappropriate questions.

vi. Being discourteous and rude towards the applicant.

vii. Jumping to conclusion.

viii. Accepting facts without intending to determine meaning and accuracy.

ix. Leaving unexplored gaps.

x. Allowing candidate to guide the interviewer.

xi. Depending on memory to conduct interview and to evaluate the applicant’s qualification.

xii. Asking other questions when the applicant hesitates a moment.

 xiii. Appearing to be critical and cold towards the applicant.

xiv. Not observing non-verbal be clues.

xv. Poor questions (a) leading question (b) loaded question (c) dead ended question.

 

Q What is the role of interview in interpersonal communication? Or what is the purpose / Objective or patterned interview? Or what is the importance or interview?

Ans: Interview plays a very important role in interpersonal communication, since it is between two persons or parties i.e. interviewer and interviewer, its importance is discussed with respect to both aspects.

a) From Interviewer Point of View: Interview has following importance for the interviewer.

1. To Match the applicant and the job: A job has specific requirement. Every person is not suitable for every kind of job, so the interviews enable the interviewer to match the applicant and the job requirement. This matching may be in the following way.

(a) Matching Qualification: A candidate having a master’s degree does not mean that he has the knowledge of master level. Asking questions about the field of candidate enables the interviewer to know as to how much knowledge the candidate has acquired.

(b) Matching Candidate Ability: Different candidates have different abilities. The interview helps know the abilities of every candidate according to the job requirement.

(c) Other Areas: Candidate’s conduct, attitude, confidence, communication skill and other areas are expressed means of interviewers.

2. To develop the image of organization:

Another secondary role of interviews is to establish a good image of an organization before candidate and ultimately before the market.

b) From Interviewee Point of View: An interview is equally important for interviewers as it’s for interview.

This importance is enumerated as follows.

1. To have information: An interviewee can have different information about the organization. This information might be about the organization nature of job salary rule and regulations, etc.

2. To have a suitable job: Interview helps the candidate know about the job. In this way, he / she can choose the best one of him / her.

SALES LETTERS | USES | FUNCTIONS | SERIES

 Discuss (i) Uses, (ii) Functions, and (iii) Systems of sales letters.

USES OF SALES LETTERS:

1. Selling by Mail:

Mail-order houses use sales letters for performing the entire selling job. i.e. from producing inquiries to shipping merchandise. The reply cards blanks order forms and other material may be enclosed with a sales letter to make it more effective.

2. Producing Sales Inquiries:

Businesses other than mail order houses confine the use of sales letter to soliciting inquires, which may be followed by letters, telephone or personal calls.

3. Following-Up Sales Inquiries:

The inquiries, unsought or produced by sales letters or advertisements may be handled in different ways. Sales letter may be used for this purpose. Printed material may also be enclosed with it.

4. Inducing People to Buy:

Sales letters may induce the customers or prospective customers to buy goods / services by arousing their interest and desire.

5. Building-Up Goodwill:

Sales letters may also be used to thank the customers for their patronage, extend greetings, and announce new services, for building-up goodwill.

 

FUNCTIONS OF SALES LETTERS:

1. Attracting Attention:

Attracting Attention of the reader through decent stationery, proper layout, neat typing, paragraphing, etc. further, the opening sentences of the text must make the reader think by means of a slogan or extra-ordinary idea.

2. Arousing Desire:

Arousing Desire by appealing to reason (for necessities) and appealing to emotion luxuries). The desire to buy the goods or services must be created in the mind of the reader.

3. Implanting Conviction:

Implanting Conviction about the good quality of goods / services so that the reader does hesitate in making the decision desired. This can be achieved by means of logical reasoning moderate claims, and evidence to support the claims.

4. Stimulating Action:

Stimulating Action by not allowing the prospective customer to put off auction. This can be done by offering inducements for quick action, like special discount, gifts, reply cards, etc.

 

Sales Letter Systems (Series):

Sales letters are generally issued in a series to a selected list of prospective customers, to achieve the planned sales targets. Depending upon the nature of the product and the market, one of the following systems is applied.

1. The Wear-Out System:

Under this system the total number of letters to be issued for achieving the target and the intervals for which the different letters will be issued are determined in advance. The terms and conditions offered are varied from letter to letter. When all the letters in the series have been issued, the series is automatically terminated.

2. The Continuous System:

This system is suitable for those products / services, which are in regular demand; the sales letters are issued for the purpose of gaining the maximum share of the market. At suitable intervals, sale letters in the series continue to be issued as long as the business operates.

3. The Campaign System:

The total number of letters to be issued in the series is not determined in advance. Sales letters with varying terms and conditions will continue to be issued until the sales target is achieved therefore the series will be terminated.