After completing this chapter, you will be able to:

1. Describe the process of ordering merchandise

2. Write effective order letters

3. Discuss ordering by phone, fax, and the Internet

4. Describe the different formats for replying to orders

5. Discuss the situations in which sending an order acknowledgment is required

6. Compose routine and special acknowledgments

7. Write an acknowledgment refusing an order

8. Request credit

9. Discuss the steps to perform a credit reference check

10. Write messages that extend or refuse credit

11. Design a collection letter series and list the techniques used