《内容神州大地》PPT课件

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1、Chapter7PersuasiveMessagesCh.7-1OpeningObtainthereader’sattentionandinterest.BodyExplainlogicallyandconciselythepurposeofyourrequest.Reduceresistancewithcounterarguments;establishcredibility.WritingPlanforaPersuasiveRequest2WritingPlanforaPersuasiveRequestClosingAskforaparticular

2、action.Makeiteasytorespond.Showcourtesyandrespect.3PersuasiveRequestFour-ParagraphLetterParagraph1.Obtainthereader’sattention.Paragraph2.Givebackgroundsituationatyourplaceofwork.Paragraph3.Giveinformationonhowothercompanieshandlethesituation.Paragraph4.Closewithanactionend-date.4

3、Beginwithacompliment,pointofagreement,statementoftheproblem,orbriefreviewofactionyouhavetakentoresolvetheproblem.Provideidentifyingdata.Explainwhythereceiverisresponsible.TipsforComplaints5Enclosedocumentcopiessupportingyourclaim.Appealtothereceiver'sfairness,ethicalandlegalrespo

4、nsibilities,anddesireforcustomersatisfaction.Describeyourfeelingsandyourdisappointment.TipsforComplaints6TipsforComplaintsAvoidsoundingangry,emotional,orirrational.Closebytellingexactlywhatyouwantdone.7Mr.JohnM.WatsonRetailCreditDepartmentUnionNationalBankP.O.Box2051LittleRock,AR

5、72203DearMr.Watson:Youhavechargedmywife'sVisaaccountwitherroneous"over-the-limit"chargesthatarequiteunfair,andIamveryupsetaboutit.IneffectivePersuasiveRequestLetter8Howcanwebechargedwith"over-the-limit"chargeswhennearlyeveryoneofthechargeswasapproved?Wedon'tkeeparunningrecordofou

6、rVisaaccountandallourcreditpurchasesonit,sowedidnotknowthatwewereclosetothelimit.BetweenAugust7andSeptember27wemade12purchases.Wewerechargeda$10feeforeachofthese12transactionsbecauseweexceededourcreditlimit.However,10ofthesetransactionswerephonedinforapproval,andALLWEREAPPROVED!W

7、hyweretheyapprovedifwewereoverourcreditlimit?Obviously,wewouldnothavecontinuedtomakepurchasesifwehadknownwewereoverourlimit.IneffectivePersuasiveRequestLetter9Itseemstomethatyourapprovalsystemisatfaulthere.Andwhyaren'tnewcardholdersinformedofyourrules?Thechargeswemadeexceedingthe

8、limitwereclearlyunintentional.Furthermor