Sales Letters -- Accompanying a catalog -- Accompanying a renewal notice -- Adding a "bigwig" to a prospect tour -- Announcing a sales contest -- Announcing an ad campaign to sales staff -- Announcing a change in sales policy -- Announcing a new catalog -- Announcing new products -- Announcing a price decrease -- Announcing a price increase -- Approaching new contact at current client company -- Approaching new management after old management rejection -- Asking for a testimonial letter -- Avoiding a business sales pitch -- Closing to overcome "business is bad now" objection -- Closing to overcome "customers don't ask for your product" objection -- Closing to overcome high price objection -- Closing to overcome "I always do business with someone else" objection -- Closing to overcome "I'm happy with what I've got" objection -- Closing to overcome "It's new" objection -- Closing to overcome "low price must mean low quality" objection -- Closing to overcome the "next trip" objection -- Closing to overcome "retail price too high" objection -- Closing to overcome the "my boss decides" objection -- Closing to overcome "think about it" objection -- Closing with "be first" -- Closing with "before and after" -- Closing with customization offer -- Closing with points of agreement -- Closing with a special introductory offer -- Closing with success stories -- Closing with a trial basis -- Cold call -- Confirming a sale closing meeting -- Congratulating a sales person for a testimonial -- Congratulating a sales person on a large sale -- Contacting a formerly hot lead -- Contacting a prospect whose name is unavailable -- Declining to do business -- Explaining changes in travel systems to sales people -- Explaining commission plan changes to sales people -- Explaining a demotion to a client -- Explaining a promotion to a client -- Explaining territory changes to sales people -- Extending a follow-up membership offer -- Fax for a phone interview -- Faxing about preparing to make an immediate decision -- Faxing about an urgent sales issue -- Faxing a summary to someone who forgets what's been discussed -- Faxing to a prospect about early deadline -- Faxing to a prospect overseas -- Finding the decision maker -- Following up after mailing a brochure -- Following up on a sales proposal -- Getting an appointment -- Getting a phone interview -- Introducing a new business -- Introducing a new sales person -- Introducing your replacement -- New product -- Offering a membership -- Offering a referral -- Overcoming a prospect's past bad experience with your company -- Prospecting based on company being new in the area -- Prospecting a new member of the local chamber of commerce -- Prospecting religious leaders -- Prospecting someone recently appointed to a volunteer position -- Prospecting someone who just got a new job -- Prospecting a technical professional -- Prospecting a training manager -- Prospecting with a contest -- Providing prospect information to a dealership -- Reminding that a sale is about to end -- Requesting appointment after initial discussion -- Requesting a meeting based on travel schedule -- Requesting a meeting with the true decision maker -- Rescheduling a sales appointment -- Retaining customers -- Selling additional products -- Selling additional services -- Selling a business product -- Selling a consumer product -- Selling an educational seminar -- Selling membership renewal -- Selling a subscription -- Selling to a CEO -- Sending materials and suggesting another purchase -- Setting up an appointment -- Soliciting a distributor for a product -- Soliciting a sale for a client's once-in-a-lifetime event -- Special prospecting techniques -- Thanking for a recommendation -- Tickler -- Updating clients on new product features -- Updating sales people on mid-period sales performance (bad news) -- Updating sales people on mid-period sales performance (good news) -- Using special prospecting techniques, example #1 -- Using special prospecting techniques, example #2 -- Welcome a new subscriber -- Welcoming a new customer -- Marketing -- Advertising -- Agency hiring -- Agency rejected -- Agency review -- Agency termination -- Competition -- Confidentiality agreement -- Request for bus rates -- Request for electronic rates -- Request for outdoor rates -- Request for presentation -- Request for print rates -- Request for proposal -- Bidding process -- Acceptance of bid -- Asking questions in response to a request for a bid -- Confirming terms -- Cover letter to a revised quote -- Making bids and quotes -- Proposal cover letter -- Proposal example -- Request for deadline extension -- Requesting opportunity to quote -- Submitting contracts -- Submission of bid -- Direct Marketing -- Announcing a special sale -- Announcing a new catalog -- Asking for a referral -- Building store traffic -- Congratulations on your birthday -- Congratulations on child's birthday -- Congratulations on your new baby -- Congratulations on your move to a new house -- Congratulations on your promotion letter -- Cover letter -- E-mail pitch -- Encouraging a sale from an inactive account -- Following up after a trade show -- Following up with a referral -- Follow up -- Force-free trial offer -- Helping a sales person out of a slump -- Lift letter -- Magazine ad lead -- Post card -- Renewal letter -- Requesting names of clients to invite to a trade show -- Response sheet/order form -- Soliciting a sale from a long-term inactive account -- Telemarketing script -- Thanking for a referral -- Trade show lead -- Welcome letter -- Questionnaires/surveys -- Accompanying a questionnaire -- Informing on survey results -- Surveying customers -- Surveying potential customers -- Thanking for completing a questionnaire -- Management -- Announcements--annual report -- Apology--employee -- Award--company -- Award--individual -- Bad news--company sale -- Bad news--layoffs -- Celebrations--anniversary dates outside company -- Celebrations--individual -- Complaint--manager to subordinate -- Compliments--enjoyed article -- Deals--calling off decision/action -- Deals--encouraging decision/action -- Decline to do business -- Decline to do business--prior commitment -- Events--invitation -- Events--merger -- Events--resignation -- FYI--informing subordinates with pleasure -- FYI--informing superior -- Goodwill--acknowledging request for a donation -- Goodwill--seeking more information -- Gratitude--commendations to presiding chairman or official -- Gratitude--thanking employees -- Inquiry--brochure -- Inquiry--information -- Invitation--accept -- Invitation--decline -- Marketing--complaint to opponent -- Meetings, external--apologizing for a missed external meeting -- Meetings, external--canceling an external meeting -- Meetings, internal--annual meeting -- Meetings, internal--canceling an internal meeting via e-mail -- Meetings, internal--declining an internal meeting -- Notifying employees of new procedures -- Offers to purchase--cover for counter offer -- Offers to purchase--positive response to query -- Operations--making inquiries, example #1 -- Operations--making inquiries, example #2 -- Performance--accepting a promotion -- Performance--asking an employee to better control expenses -- Permissions--authorizing absence after the fact -- Permissions--authorizing absence in advance -- Permissions--bending company policies -- Permissions--Denying a special project -- Permissions--Refusing to bend company policies -- Policies--informing -- Policies--punishing employees -- Policies--reminding employees -- Problems--asking for assistance -- Problems--expressing concern over absenteeism -- Problems--refusing leave of absence -- Procedures--change -- Procedures--explaining proper procedures -- Recognition--adoption -- Recognition--anniversary of doing business -- Recognition--birth -- References--declining to give a reference -- References--providing a reference for a terminated employee (competent) -- References--providing a reference for a terminated employee (incompetent) -- Reminder -- Report to a peer -- Requests--asking for assistance -- Requests--denial -- Reservations--confirm -- Response for support -- Shareholders--accepting a board member's resignation -- Shareholders--acknowledgement of intention to attend annual meeting -- Shareholders--congratulations on annual report -- Transmittal -- Public Relations & Publicity -- Accepting a press interview -- Accepting an invitation to serve on a board -- Accompanying a speaker's payment -- Acknowledging request for a donation -- Addressing bad news -- Advising employees about dealing with the press -- Advising staff about discussing competitors -- Agreeing to contribute an article -- Agreeing with an editorial -- Announcing a move to customers -- Denying permission to use copyrighted material -- Disagreeing with an editorial -- Explaining a reduction in corporate earnings -- Getting permission to use someone else's material -- Letter asking to make a speech -- Requesting referrals for donations -- Responding to a soliciation positively -- Saying thanks for positive coverage -- Thanking for funds received -- Customer Service -- Complaints -- Acknowledging complaint example #1 -- Acknowledging complaint example #2 -- Acknowledging--purchase has been shipped -- Adjustments -- Defending company -- Explaining--as a customer -- Low product quality--as a customer -- Promise to check -- Customer Appreciation -- Customer Orders -- Back order -- Being processed -- Decrease in price -- Information -- Initial order -- Insurance claim -- Large order -- Ready for pick-up -- Sample -- Miscellaneous -- Cancel service -- Explanation of invoice -- Explanation of payment -- Explanation of warranty -- Honoring warranty -- Recommending an additional warranty -- Refusal of a request for more information -- Refusing to honor warranty -- Request for customer feedback -- Response to a request for information.