When you have completed CHAPTER 10, you should be able to:

• Explain the objectives of sales letters.
• Write claim letters and adjustment letters.
• Identify special public relations writing opportunities.
• Use the social-business format when writing goodwill letters.
• Describe the advantages and disadvantages of using form letters.

When you have finished Section 10.1, you will be able to:

• Explain why sales letters can be more effective than radio or television commercials.
• Explain the value of knowing the target audience when writing sales letters.
• List the five objectives of sales letters.
• Describe the various approaches needed when writing collection letters.

When you have finished Section 10.2, you will be able to:

• Gather the appropriate facts needed to write a claim letter that is complete and accurate.
• Evaluate claim letters received and make an appropriate adjustment.
• Write effective adjustment letters.

When you have finished Section 10.3, you will be able to:

• Write a letter effectively promoting a new business.
• Write a letter encouraging credit account use.
• Apply general public relations techniques to the writing of routine business letters.

When you have finished Section 10.4, you will be able to:

• Use the correct social-business letter format both on plain stationery and on printed stationery.
• Write effective congratulatory letters, thank-you letters, and condolence letters.
• Correctly write—and reply to—formal invitations.

When you have finished Section 10.5, you will be able to:

• Explain the advantages and disadvantages of using form letters.
• Name and describe the three categories of form letters.
• Create and use a form letter with variables.
• Create form paragraphs and use them to develop form letters.
• Create a form letter.