LETS TALK BUSINESS Dick Anderson, President BellSouth Systems, Inc.

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LETS TALK BUSINESSDick Anderson, President
BellSouth Systems, Inc.

• In my role as PresidentCustomer Markets for
  BellSouth Corporation, I use verbal and nonverbal
  communication skills daily to deliver a positive
  or neutral message. As an example, I might speak
  to the industry press or discuss the advantages
  of BellSouth as a communication provider., both
  of which rely on the ability to emphasize the
  positive.
• In a world increasingly dependent on e-business,
  concise e-mail messages are essential to success.
  E-mail has the power to shorten decision cycles
  by conveying needed information without the
  normal protocols around hierarchy.
• It is most effective for decisions when it
  conveys only the most critical facts and
  advocates a decision or point of view.

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Positive and Neutral Messages Direct Plan

• I. THE OPENING
• Give the positive or neutral information.
• Be optimistic.
• Provide coherence.
• Use emphasis techniques.
• Stress receiver interests and benefits.
• II. THE EXPLANATION
• Present related information.
• Be objective.
• Be concise.
• Be positive.
• III. SALES APPEAL (if appropriate)
• Personalize appeal.
• Suggest alternatives if appropriate.
• Aim for quick action.
• IV. THE FRIENDLY CLOSE
• Build goodwill.
• Be concise.
• Be positive.

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Examples of Using Direct Plan for Positive and
Neutral Messages

• Inquiries (3 paragraphs)
• Request Approvals (3 paragraphs)
• Claims (3 or 4 paragraphs)
• Adjustments (4 paragraphs)
• Unsolicited Positive and Neutral Messages (3
  paragraphs)

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Reply to Inquiry

• Dear Mr. Smith
• Enclosed please find the materials you requested
  for information on our travel tours. For
  additional information, please visit our Web site
  at http//www.traveltours.com.
• We appreciate your interest in our tours and look
  forward to working with you in the future.
• If you have any questions, please e-mail us at
  traveltours_at_adventure.com or fax us at
  888.555.2345.
• Sincerely

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Request Approval for Order

• Dear Ms. Sanchez
• The tickets and travel bag you requested in your
  Order No. 001111100 have been mailed from our San
  Francisco office and should reach you by April 1,
  200-.
• For your interest we are enclosing our new
  catalog featuring our special cruises. For
  additional information, please visit our Web site
  at http//www.traveltours.com.
• We sincerely appreciate your business, and look
  forward to working with you again in the near
  future.
• Sincerely

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Adjustment Letter

• Dear Mr. Li
• Your replacement travel bag will reach you by
  June 1, 200-. Fast delivery of the order is our
  way of proving to you that we value your
  business.
• Because your business is important to us, we have
  carefully examined the handling of your order. It
  was determined that the travel bag was damaged
  during packaging. Our manager of packaging has
  assured me that this will not happen again.
• Mr. Li, our travel accessories are becoming very
  popular with our travel clients. You may wish to
  examine our new brochure describing our new line
  of travel products. If you place an order by July
  1, 200-, we will give you a 10 discount.
• If you have any questions, please feel free to
  e-mail us at traveltours_at_adventure.com or
  telephone us at 888.555.2344.
• Sincerely