III. Reading assignments.

Ex 1. Skim through the text and answer the questions:

1. What is the primary function of a collection letter?

2. What must the writer do to accomplish this function?

3. What should a business collection letter include?

4. How should a letter of this kind be written?

5. In what way are collection letters usually sent?

6. What are the intervals of collection letters in a series?

7. What is the surest way of receiving a prompt reply on a collection letter?

8. What three things should the writer have in mind while writing a collection letter?

9. With what must the collection process begin?

10. What is the second step in the collection process?

11. How should the third letter in the process be written?

12. How should the writer male the final letter in a series?

13. What phrases are used in the examples of collection to reveal a formal, reserved tone?

Ex 2. The end of a letter is its most emphatic part. The last statement or request should be strong and definite. One should be specific about WHAT he wants, WHEN he wants it, and HOW he wants it done. AT the same time, he must keep in mind consideration for the reader: an offended reader pays slowly.

34 strong close phrases for specific purposes are given below. Decide what specific purpose each phrase corresponds to and distribute the phrases among the seven columns. What phrases can be used in collection letters?

1. Now that your account is on a current basis, we look forward to approving your future orders promptly. A continuing business relationship will benefit both of us.

2. We are glad to cooperate with you, and look forward to serving you for many more years.

3. We can help you just as soon as we hear from you.

4. We appreciate your prompt payment for your recent order. We look forward to more years of serving your needs.

5. Again, prompt payment will retain your good credit rating.

6. We are available to serve you at any time, so please call at your convenience. We will work hard to make you a happy customer.

7. Thank you for letting us help.

8. Because we are anxious to provide fast service, please let us hear from you promptly.

9. We dislike, as all business people do, turning away a sale, but I am sure you understand why we must at this time.

10. We appreciate your cooperation.

11. The mistake was obviously ours. We misunderstood your complaint. We have taken steps to correct the situation and hope you will bear with us for a few days.

12. A lost sale leaves us with an empty feeling, but, as you know from the circumstances, it is not possible for us to help you this time. The near future may look more promising.

13. To repeat, the sooner we receive payment, the sooner we can help you again.

14. To avoid additional expenses and unpleasantness, we expect to hear from you within ten days - before August 12.

15. Now that we have your financial data, it will be a pleasure to approve your future orders promptly.

16. Which of these two suggestions appeals to you? Please let us hear from you right away.

17. We cannot disagree with your feelings, we would have left the same in your situation.

18. We are sorry for the inconvenience we caused you, and you can be sure we will make every effort to prevent it from happening again.

19. To prevent these added expenses and the inconvenience to you, please let us hear from you within ten days.

20. Thank you for bringing the problem to our attention. We are always happy to help.

21. In order to open your account for further purchases, please let us hear from you today.

22. We feel bad about the trouble we caused you and hope you will accept our sincere apologies.

23. We are sorry we had to take the action we did, but under the circumstances we had no alternative. We hope you understand.

24. This order cannot be released until we receive your financial statement. Please mail it today.

25. To forestall bothering you again about your overdue balance, please mail a payment today in the enclosed envelope.

26. Of course we are sorry to have to turn down your request, but we do look forward to serving you in future months.

27. This action seem unnecessary at this time, but later I am sure you will appreciate what we had to do under the circumstances.

28. Thank you for calling the error to our attention so we may correct it. We are sorry for causing you inconvenience.

29. Your patience is appreciated, and we thank you for your consideration.

30. We appreciate the business you have given us, and we trust you will understand that we cannot be of service to you at this particular time.

31. Repeated reminders are a lot of trouble for us and a bother to you. Please help us both by mailing your payment today.

32. Briefly, a partial payment now will keep your account open.

33. Please accept our apologies. We have corrected the cause of our mistake, and you can be assured it will not occur again.

34. We would sincerely like to grant your request, but we are unable to do so now. We are, however, looking forward to serving you in the near future.

For prompt action	To build goodwill	To soothe	To apologize	To reassure	To repeat	To promote future actions

Ex 3. Match phrases in column A with the corresponding Russian ones in column B.

A

1. The enclosed envelope is for your convenience.

2. Repeated reminders are a lot of trouble for us and a bother to you.

3. In order to open your account for further purchases, please let us hear from you today.

4. Your account has become long past due.

5. May we call your attention to your loan payment.

6. Again, prompt payment will retain your good credit rating.

7. This way you will save yourself embarrassment and loss of credit standing this may cause you.

8. We will be forced to turn your account over a collection agency.

9. We would appreciate receiving your check immediately.

10. To forestall bothering you again about this overdue balance, please mail a payment today in the enclosed envelope.

B

1. Позвольте привлечь Ваше внимание к платежам по Вашему заему.

2. Выплаты по Вашим счетам просрочены.

3. Мы были бы весьма благодарны, если бы Вы выслали их нам немедленно.

4. Мы будем вынуждены передать Ваш счет в инкассирующие органы.

5. Таким образом Вы оградите себя от неудобств и потери репутации кредитоспособного клиента, которые этим могут быть вызваны.

6. Чтобы избавит Вас от лишних хлопот мы вложили конверт.

7. Чтобы открыть Вам счет для дальнейших закупок, просим Вас связаться с нами сегодня.

8. К тому же, срочная выплата позволит сохранить высокий кредит доверия к Вам.

9. Чтобы больше не беспокоить Вас по поводу просроченного баланса, пожалуйста, отправьте сумму в прилагаемом конверте сегодня же.

10. Неоднократные уведомления доставляют нам много неудобств, а Вам много беспокойства.

Ex 4. Fill in the blanks using the words in the box.

A

a payment, for customer convenience, collection letter, be presented, no doubt

Because the first _______________ is simply a reminder, it should be gentle. The purpose of the collection letter, however, should _______________ in a positive and straightforward way. The reader should have _______________, after reading the first sentence, that he or she is late in making _______________. A little sales pitch and an offer to discuss extended payments may be included. An enclosed envelope _______________ is recommended.

B

human, tactics, reminder, persuasive, variations, delinquent, the debtor

Second letters should still be _______________. They need be only _______________ from first letters, or slightly more irritating first letters. Third or fourth letters become longer and more _______________. The _______________ payer has ignored or given little importance to the short early letters, and now a change in _______________ is required. An appeal is made to one or several _______________ feelings: sympathy, (‘Your small amount due is only one of many accounts’), pride or self-respect (‘We appreciate your last promptness, but now you are behind’), justice (‘We have carried your account too long, be fair and pay now’), self-interest (‘It is in your own best interest to have a good credit rating’). Give the _______________ an out by suggesting a longer payment period or at least the opportunity to discuss future payment arrangements.

C