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Guarantees, definite proposals, suggestions to use "the enclosed order blank," are important factors in effective closing paragraphs. Don't put too much stress on the fact that you want to give more information. Many correspondents actually encourage the inquirer to write again and ask for more information before ordering. Try to get the order—not a lot of new questions.
Experiments show that the interest of an inquirer wanes rapidly after the receipt of the first response. In replying to inquiries, the chance of securing a sale with a third letter is much less than the chance with the first, for after receiving the first letter, if it is unconvincing, the inquirer is likely to come to an adverse decision that cannot afterwards be easily changed. In this respect, answers to inquirers are much like unsolicited letters sent out to non-inquirers and planned to create and build up interest. In a number of lines of business the third letter sent out in response to an inquiry barely pays for itself. For this reason, it is usually poor policy in handling this class of business to withhold some strong argument from the first letter in order to save it for the second or the third. Better fire the 13-inch gun as soon as you have the range.
If the first answer fails to land the order, the advertiser may follow up with an easier plan of payment, a smaller lot of the goods, or make some other such inducement. Not all goods admit of offering small lots, but when this can be done, the argument may be made that there is no profit in such small orders, that the offer is only made to convince the inquirer of quality.
Some very successful correspondents close in the direct-command style: "Don't delay; send your order NOW." "Sit right down and let us have your order before you forget it." "It isn't necessary to write a letter; just write across the face of this letter 'I accept this trial offer', sign your name and send the sheet back to us in the enclosed envelope." Such closing sentences are strong, because the reader is influenced to act immediately, and the loss that usually comes about by reason of people putting things off and forgetting is reduced. The third example is particularly good because it eliminates letter-writing, which is a task to many and something that is often put off until the matter is forgotten.
Other correspondents, instead of using the direct command style, close in this way: "We are having a big sale on these porch chairs. If you order immediately we can supply you, but we cannot promise to do so if you wait." "We know that if you place your order you will be more than well pleased with your investment."
If prices are to be increased on the goods offered, the correspondent has a first-class opportunity to urge an immediate response: "There is just two weeks' time in which you can buy this machine at $25. So you can save $5 by actingimmediately."
Experience shows that the increased-price argument is a good closer.
In the final sentences of the letter should be mentioned the premium or the discount that is given when the order is received before a certain date. These offers are effective closers in many cases. In making them it is well to say "provided your order is placedin the mailsnot later than the 10th," for such a date puts all on the same footing no matter how distant they are from the advertiser.
Finally, don't overlook the opportunity to make even the signature to your letter contribute something.
Firm signatures are rather lacking in personality. "Smith & Brown Clock Co." hasn't much "pull" to it. But when the pen-written name of Albert E. Brown appears under this signature the letter has much more of the personal appeal. For this reason, many concerns follow the practice of having some one put a personal signature under the firm name. It is not desirable, of course, to have mail come addressed to individuals connected with the firm, but this can be avoided by having return envelopes, addressed to the firm, in every letter. In fact, a little slip may be enclosed reading: "No matter to whom you address an order or letter always address the envelope to the firm. This insures prompt attention."
At least one large clothing concern has found it profitable to let its letters go out over such signatures as "Alice Farrar, for BROWN & CO." Those to whom Miss Farrar writes are informed that the inquiry has been turned over to her for personal attention—that she attends to all requests from that inquirer's section and will do her best to please, and so on.
When methods of this kind are followed and it becomes necessary—because of the absence of the correspondent addressed—for some one else to answer a letter, it is well to say. "In the absence of Miss Farrar, I am answering your letter." Never let an inquirer feel that the one he addresses is too busy to attend to his wants or is not interested enough to reply. When the busiest president of a business concern turns over to some one else a letter intended for the president's personal reading, the correspondent should say, "President Parkins, after reading your letter, requests me to say for him," and so on.
These little touches of personality and courtesy are never lost.They create a cumulative business asset of enormous value.
What to ENCLOSE WithSalesLetters
Sales have been made—and lost—by the printed matter enclosed with business correspondence. A mere mass of folders, cards and bric-a-brac is in itself not impressive to the "prospect'" unless each item backs up a statement in the letterand has a direct bearing on the sale
Enclosures may be classified thus:FIRST,catalogues, price lists and detailed descriptive matter—to inform the prospect of the goods; SECOND,testimonials and guarantees—to prove the claims made for the goods; THIRD,return postals, addressed envelopes and order blanks—to make it easy for the prospect to buy the goods
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The enclosure is to the letter what the supporting army is to the line of attack. It stands just behind the men at the front, ready to strengthen a point here, reinforce the line there, overwhelm opposition finally with strength and numbers.
A clever sales letter may make the proper impression, it may have all the elements necessary to close the sale, but it is asking too much to expect it to handle the whole situation alone.
The average prospect wants more than he finds in a letter before he will lay down his money. The very fact that a letter comes alone may arouse his suspicions. But if he finds it backed up by accompanying enclosures that take things up where the letter leaves off, answer his mental inquiries and pile up proof, the proposition is more certain to receive consideration.
The whole principle of right use of enclosures is a matter of foreseeing what your man will want to know about your proposition and then giving it to him in clear convincing form and liberal measure. But enclosures must be as carefully planned as the letter itself. They are calculated to play a definite part, accomplish a definite end and the study of their effect is just as vital as the study of step-by-step progress of letter salesmanship.
Some letter writers seem to think that the only essential in enclosures is numbers and they stuff the envelope full of miscellaneous folders, booklets and other printed matter that does little more than bewilder the man who gets it. Others make the mistake of not putting anything in with the letter to help the prospect buy. Neither mistake is excusable, if the writer will only analyze his proposition and his prospect, consider what the man at the other end will want to know—then give him that—and more.
And in order to live up to this cardinal rule of enclosures, simply confine your letter toonearticle. Seven of the best letter writers in the country have made exhaustive tests with descriptive folders. They have found thatonedescriptive circular, withonepoint, andoneidea pulls where the multiplicity of enclosures simply bewilders and prejudices the reader. These men have conclusively proved that overloaded envelopes do not bring results.
In general the enclosure has three purposes: first, to give the prospect a more complete and detailed description of your goods; second to give him proof in plenty of their value; third, to make it easy for him to buy. On this basis let us classify the kinds of enclosures; that is, the mediums through which these three purposes may be accomplished.
The first, the detailed description, is usually given in catalogue, booklet or circular, complete in its explanation and, if possible, illustrated. Supplementing the catalogue or booklet, samples should be used whenever practicable for they help more than anything else can to visualize the goods in the prospect's eyes.
Proof is best supplied in two ways, through testimonials and guarantees; and the ways of preparing these for the prospect are endless in variety.
Third, you will make it easy to order through the use of order blanks, return cards, addressed envelopes, myriads of schemes that tempt the pen to the dotted line.
The exact form of each of these elements is not of moment here so long as it is clear to the man who receives it. The point to be made is that one enclosure representing each of these elements— description, proof, and easy ordering—should accompany the sales letter to back it up and make its attack effective.
And now to take these up one by one and see the part each plays.
When the prospect reads your letter, if it wins his interest, his first thought is "Well, this sounds good, but I want to know more about it." And right there the circular comes to his assistance—and to yours. And on this circular depends very largely whether his interest is going to grow or die a natural death. If it is to lead him toward an order it must picture to him clearly just what your proposition is and at the same time it must contain enough salesmanship to carry on the efforts of the letter.
And it is well to bear down hard on this: do not put material into your letter that properly belongs in the circular. Link your letter up with the enclosure and lead the reader to it, but do not go into lengthy descriptions in the letter. Concentrate there on getting your man interested. Do that and you may depend on his devouring the enclosures to get the details. A common mistake in this line is to place a table of prices in the body of the letter. It is simply putting the cart before the horse. Price in every sale should be mentioned last. It certainly should not be mentionedbeforeyou have convinced your prospect that he wants your article. Prices should be quoted at the end of the descriptive folder or on a separate slip of paper.
This descriptive enclosure takes on many forms—a booklet, a circular, a folder, a simple sheet of specifications, a price list—but in all cases it is for the one purpose of reinforcing the argument made in the letter. When a proposition requires a booklet, the mistake is often made of making it so large and bulky that it cannot be enclosed with the letter. The booklet comes trailing along after the letter has been read and forgotten. Sometimes the booklet never arrives. Where possible it is much better to make the booklet of such a size that it may be enclosed in the same envelope with the letter. Then you catch the prospect when his interest is at the highest point. It is embarrassing and ineffective to refer to "our booklet, mailed to you under separate cover." Put the book with the letter. Or, if you must send the booklet under separate cover, send it first and the letter later, so that each will arrive at about the same time.
And now that you have put in a circular to help the letter, put in something to help the circular—a sample. Here you have description visualized. In more ways than one the sample is by all odds the most valuable enclosure you can use. In reality, it does more—much more than help the circular with its description, it is concrete proof, in that it demonstrates your faith in the article and your readiness to let your prospect judge it on its merits. A two by three inch square of cloth, a bit of wood to show the finish, any "chip off the block" itself speaks more eloquently than all the paper and ink your money can buy. How irresistible becomes a varnish maker's appeal when he encloses in his letters a small varnished piece of wood, on the back of which he has printed, "This maple panel has been finished with two coats of '61' Floor Varnish. Hit it with a hammer. Stamp on it. You may dent the wood, but you can't crack the varnish. This isonepoint where '61' varnish excels."
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A manufacturer of a new composition for walls gives a more accurate idea of his product than could ever be learned from words and pictures by sending a small finished section of the board as it could be put on the wall.
A knitting mill approaches perfection in sampling when it encloses a bit of cardboard on which are mounted a dozen samples of underwear, with prices pasted to each and a tape measure attached to aid in ordering. A roofing concern has the idea when it sends little sections of its various roof coatings. And at least one carriage maker encloses samples of the materials that go into his tops and seat covers.
Most unique samples are enclosed and because of their very novelty create additional interest in a proposition. A real estate company selling Florida lands enclosed a little envelope of the soil taken from its property. To the farmer this little sample has an appeal that no amount of printed matter could equal.
A company manufacturing cement has called attention to its product by making small cement souvenirs such as paper weights, levels, pen trays, and so forth, sending them out in the same enclosure with the letter or in a separate package.
One manufacturer of business envelopes encloses with his letter his various grades of paper, made up into envelopes, each bearing the name of some representative concern that has used that particular grade. Then in the lower corner of the envelope is stamped the grade, weight, price and necessary points that must be mentioned in purchasing. The various envelopes are of different sizes. On the back of each envelope is a blank form in which the purchaser can designate the printed matter wanted, and underneath, in small letters, the directions, "Write in this form the printed matter you demand; pin your check to the envelope and mail to us."
Thus this one enclosure serves a number of purposes. First, it carries a testimonial of the strongest kind by bearing the names of prominent concerns that have used it; then, it is an actual sample of the goods; and lastly, it serves the purpose of an order blank.
Even a firm which sells a service instead of a product can effectively make use of the sample principle. One successful correspondence school encloses with each answer to an inquiry a miniature reproduction of the diploma that it gives its graduates. While the course itself is what the student buys, unquestionably the inspired desire to possess a diploma like the one enclosed plays its part in inducing him to enroll.
A New York trust company gets the same effect by sending the prospective investor a specimen bond complete to the coupons which show exactly how much each is worth on definite dates through several succeeding years. Here again the specimen bond is not actually the thing he buys but it is a facsimile and an excellent one in that it puts in concrete form an abstract article.
Possibly it is inadvisable to include a sample. Then a picture of the article accomplishes the purpose. A grocer who writes his customers whenever he has some new brand of food product, always includes in his letter a post card with a full tinted picture of the article. For instance, with a new brand of olives he encloses a picture of the bottled olives, tinted to exactly represent the actual bottle and its contents, and underneath he prints the terse statement "Delicious, Tempting, Nutricious." If his letter has not persuaded the housewife to try a bottle of the olives, the picture on the enclosure is apt to create the desire in her mind and lead to a purchase.
An automobile dealer who knows the value of showing the man he writes a detailed picture of the machine, includes an actual photograph. Even the reproduction of the photograph is insufficient to serve his purpose. The photograph is taken with the idea of showing graphically the strongest feature of the machine as a selling argument, and illustrating to the smallest detail the sales point in his letter. Then, with pen and ink, he marks a cross on various mechanical parts of engine, body or running gear, and refers to them in his letter.
To carry the photograph enclosure a step farther, one dealer of automobile trucks illustrates the idea of efficiency. He encloses with his letter a photograph of his truck fully loaded. In another photograph he shows the same truck climbing a heavy grade. Then in his letter he says, "Just see for yourself what this truck will do. Estimate the weight of the load and then figure how many horses it would take to handle an equal load on a similar grade."
In the sale of furniture, especially, is the actual photograph enclosed with the letter a convincing argument. Fine carriages, hearses, and other high-grade vehicles are forcibly illustrated by photographs, and no other enclosure or written description is equally effective.
After description and visualizing—through the medium of circular and sample—comes proof, and this you may demonstrate through any means that affords convincing evidence of worth. The two best are testimonials and guarantees, but the effectiveness of either depends largely on the form in which you present them. Testimonials are often dry and uninteresting in themselves, yet rightly played up to emphasize specific points of merit they are powerful in value. The impression of their genuineness is increased a hundredfold if they are reproduced exactly as they are received.
An eastern manufacturer has helped the prestige of his cedar chests tremendously with the testimonials he has received from buyers.
Letters from the wives of presidents, from prominent bankers and men in the public eye he has reproduced in miniature, and two or three of these are enclosed with every sales letter.
An office appliance firm with a wealth of good testimonials to draw on sends each prospect letters of endorsement from others in his particular line of business. A correspondence school strengthens its appeal by having a number of booklets of testimonials each containing letters from students in a certain section of the country. The inquirer thus gets a hundred or more letters from students near his own home, some of whom he may even know personally.
A variation of the testimonial enclosure is the list of satisfied users. Such a list always carries weight, especially if the firms or individuals named are prominent. A trunk manufacturer, who issues a "trunk insurance certificate" to each customer, reproduces a score or more of these made out to well known men and submits them as proof of his product's popularity.
Another effective form of enclosure is a list of buyers since a recent date. One large electrical apparatus concern follows up its customers every thirty days, each time enclosing a list of important sales made since the previous report.
Another plan is that of a firm manufacturing printing presses. In making up its lists of sales it prints in one column the number of "Wellington" presses the purchaser already had in use and the number of new ones he has ordered. The names of the great printing houses are so well known to the trade that it is tremendously effective to read that Blank, previously operating ten Wellingtons, has just ordered three more.
Second only to the testimony of the man who buys is the guarantee of the seller. Mail-order houses are coming more and more to see the value of the "money-back" privilege. It is the one big factor that has put mail sales on a par with the deal across the counter. Time was when sellers by mail merely hinted at a guarantee somewhere in their letter or circular and trusted that the prospect would overlook it. But it is often the winner of orders now and concerns are emphasizing this faith in their own goods by issuing a guarantee in certificate form and using it as an enclosure.
A roofing concern forces its guarantee on the prospect's attention by giving it a legal aspect, printing in facsimile signatures of the president and other officials—and stamping the company's name. Across the face of this guarantee is printed in red ink, the word "Specimen." Along the lower margin is printed, "This is the kind of a real guarantee we give you with each purchase of one of our stoves." A mail-order clothing firm sends a duplicate tag on which their guarantee is printed. Across the tag of this sample guarantee is printed in red, "This guarantee comes tagged to your garment."
The prospect who finds proof like this backing up a letter is forced to feel the worth-whileness of your goods or your proposition, and he draws forth his money with no sense of fear that he is chancing loss.
The number and kind of enclosures you will put into your letter is entirely up to you. But before you allow a letter to go out, dig under the surface of each circular and see whether it really strengthens your case.
Apply this test; is the letter supported with amplified description, proof, materials for ordering? If it is, it is ready for the attack. You may find it best to put your description, your testimonials, your guarantee and your price list all in one circular. It is not a mistake to do so. But whether they are all in one enclosure or in separate pieces, they should be there. And in addition, put in your return card order blank or envelope or whatever will serve best to bring the order. When your letter with its aids is complete, consistent, equipped to get the order then, and only then, let it go into the mails.
Bringing InNew BusinessByPOST CARD
Methods of soliciting trade by mail are not confined to the letter or printed circular. The postal regulations are sufficiently broad to allow a generous leeway in the size and shape of communications that may be sent by mail, and as a result, a new field of salesmanship has been opened by the postal card. Folders, return- postals and mailing cards have become part of the regular ammunition of the modern salesman, who has adapted them to his varied requirements in ways that bring his goods before me "prospect" with an emphasis that the letter often lacks—and sometimes at half the cost
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The result-getting business man is always asking the reason why. He demands that a method, especially a selling plan, be basically right; that it have a principle behind it and that it stand the microscope of analysis and the test of trial.
There are three reasons why the postal card is a business-getter.
Did you ever pause while writing a letter, sit back in your chair, and deplore the poverty of mere words? Did you ever wish you dared to put in a little picture just at that point toshowyour man what you were trying to say? Of course you have if you have ever written a letter. That is reason one.
Did you ever watch a busy man going through his morning's mail? Long letters he may read, short letters he is sure to glance through, but a post card he is certain to read. It is easy to read, it is to a degree informal and it is brother to a call on the 'phone. That is reason two.
And the third reason is that no matter what the principles behind it, by actual test it brings the business.
While primarily the postal mailing card is intended to aid the letter in many ways it does what the letter can never do. It can carry a design or an illustration without the least suggestion of effrontery, which a letter can not do without losing dignity. It can venture into clever schemes to cinch the interest. It is the acme of simplicity as means to win an inquiry. And withal it does its work at less cost than the letters.
In general postal mailing cards may be classed as of three types:
1. THE DOUBLE OR RETURN POST CARD. This consists simply of two ordinary post cards attached for convenience in mailing, sometimes closed at the loose edges by stickers but usually left open. The one carries the inquiry-seeking message; the other is for the reply. It is already addressed for returning and contains on the opposite side a standardized reply form to be signed.
2. The two or three or four FOLDER MAILING CARD. This gives greater space and opportunity for cleverness of appeal through design. The third or fourth fold may or may not be prepared for use as a reply card. Instead of providing for the reply in this way, some of these folders hold a separate card by means of corner slots. In any case they fold to the size of the ordinary postal and are held by a stamp or sticker.
3. ILLUSTRATED PERSONAL LETTERS. These are in effect simply letters printed on heavier stock which fold into post card size. Their advantage lies in the opportunity for illustration and an outside design or catch phrase to win attention. In some cases they are even filled in exactly in the manner of a form letter.
Which of these forms is best suited to your uses is a matter which the nature of your proposition and your method of selling must determine. Whether you want to tell a long story or a short one, whether you want it to serve merely as a reminder or as your principal means of attack, these and other points must guide you. So to help you determine this, it is best to consider the post card here on the basis of its uses. There are four:
1. To get inquiries.
2. Tosellgoods; to complete the transaction and get the order just as a letter would.
3. To cooperate with the dealer in bringing trade to his store.
4. To cooperate with the salesman in his work on dealer or consumer.
Inquiries may be inspired in two ways—either by using a very brief double card or folder which tells just enough to prompt a desire for more information or by a post card "letter" series which works largely on the lines of letters enclosed in envelopes. In the first instance the card or folder resorts to direct pertinent queries or suggestions of help that impel the reader to seek more details.
An addressing machine manufacturer, for instance, sends his "prospects" a double folder with a return post card attached This message is little more than suggestive:
"Do you know that there is one girl in your addressing room who can do the work of ten if you will let her? All she needs is a Regal to help her. Give her that and you can cut nine names from your pay roll today. Does that sound like good business? Then let us tell you all about it. Just mail the card attached. It puts you under not the slightest obligation. It simply enables us to show you how to save some of your good dollars."
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Such a card is virtually an inquiry-seeking advertisement done into post card form to insure reaching the individual. And for this reason it may be well to carry a design or illustration just as an advertisement would. A life insurance company has made good use of a post card folder, building it up around its selling point of low cost. The outside bears a picture of a cigar and the striking attention-getter "At the cost of Your Daily Smoke—" the sentence is continued on the inside"—you can provide comfort for your family after you are gone, through a policy." Then follows enough sales talk to interest the prospect to the point of urging him to tear off and send the return card for full information.
Many propositions can be exploited in this way. In other instances a much more complete statement must be made to elicit a reply. Here the illustrated personal letter comes into use. And it is significant that in a number of specific cases these letters in post card form have been far more productive of inquiries than ordinary letters on the same proposition. Their unique form, the accompanying illustrations, by their very contrast in method of approach, prompt a reading that the letter does not get.
Postal mailing cards may be used in two ways—either as a campaign in themselves or as steps in a follow-up series. They are especially good when your selling plan permits of goods being sent on approval or a free trial basis. Then you can say, "Simply drop the attached order card in the mail box and the goods will come to you by first express."
A publishing house has sold thousands of low priced books on this basis, using merely a double post card. One section carries to the prospect an appealing description of the book and emphasizes the liberality of the offer. The return card bears a picture of the book itself and a clearly worded order, running something like this, "I will look at this book if you will send it charges prepaid. If I like it, I am to remit $1.00 within five days. If not, I am to return it at your expense." There can be no misunderstanding here. The simplicity of the card scheme itself appeals to prospects and brings back a big percentage of orders.
A variation of the use of the postal as a direct sales medium is the employment of it to secure bank savings accounts.
A banking house in Chicago sent out folders to a large mailing list of property holders and renters in all parts of the city. As a special inducement to establishing savings accounts, this house offered each person, who returned an attached card, a small metal savings bank free, which could be kept in the home for the reception of dimes and nickels until filled—this small bank to be returned at intervals to the bank for the establishment of a permanent savings account. On the return card enclosed was a promise to send to the inquirer's home one of those small banks absolutely without cost to the receiver. Here the simplicity of the scheme and method of proposing it again brought large returns.
One manufacturer of dental cream sends out free samples upon request. The tube is wrapped in pasteboard, which proves to be a post card ready for signature and stamp—inviting the recipient to suggest the names of friends to whom samples can be sent. Some concerns offer to send a free sample if names are sent in but this firm has achieved better results by sending the sample to all who ask and then diplomatically inviting them to reciprocate by furnishing the names of their friends.
Several large hotels have found valuable advertising in post cards that are distributed by their guests. These cards are left on the writing tables with an invitation to "mail one to some friend."
A St. Louis restaurant keeps a stack of post cards on the cashier's desk. They are printed in three colors and give views of the restaurant, emphasizing its cleanliness and excellent service. Every month hundreds of these are mailed out by pleased customers and as a result the restaurant has built up a very large patronage of visitors—people from out of the city who are only too glad to go to some place that has been recommended to them.
A most unusual use of post cards appeared in a St. Louis street car. A prominent bondseller had arranged an attractive street car placard, discussing briefly the subject of bonds for investment purposes. In one corner of this placard was a wire-stitched pad of post cards, one of which passengers were invited to pull off. The card was mailable to the bondseller, and requested a copy of his textbook for investors. The prospect who sent the card was of course put upon the follow-up list and solicited for business. Here, again, the uniqueness appeals to the public.
As a cooperator with a letter follow-up, the card or folder is effective, because it introduces variety into the series, sometimes furnishing just the touch or twist that wins the order.
In the follow-up series the double folder becomes especially adaptable, because of its simplicity. It usually refers to previous correspondence. For example, one suggests: "You evidently mislaid our recent letter. Since its message is of such vital interest to your business—" The remainder of the message is given up to driving home a few of the fundamental points brought out in the previous letters. Simple directions for filling out an attached return card are added.
One double post card, used as a cooperator with a follow-up, calls attention to a sample previously mailed, asking a careful comparison of the grade of material and closes with a special inducement to replies in the form of a discount for five days.
Return cards, employing the absolute guarantee to insure confidence of fair dealing give clinching power. Here is a sample:
Gentlemen:—Please send me a ____ case for trial. It is clearly understood in signing this order that the shipment comes to me all charges prepaid and with your guarantee that you will promptly cancel the order, in case I am in any way dissatisfied.
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A space is left at the bottom of the card for the person ordering to sign name and address.
Again the post card serves a similar purpose as a cooperator with the salesman. Often between calls the house makes a special inducement to sales.
Here, either double post cards or folders give the advantage of simplicity; the return card offering a powerful incentive to immediate action on the part of the customer. The return card indicates to the house that the customer is interested and a salesman is called back to handle the order.
One manufacturer, through use of the folder and card, wins a clever advantage for his salesmen. An attractive folder, with numerous illustrations, gives a fairly complete description of the firm's product. Enclosed with the folder is a return card bearing the form reply, "Dear Sirs: I am interested in ——. Please mail me a picture catalog of ——." And a space is left with directions for filling in name and address of the person replying.
These cards when received are carefully filed and from them the salesmen gauge their calls on the prospects. Here the advantage to the salesman is obvious, since his personal call assumes the nature of a favor to the prospect.
From time to time, mailing folders or double post cards, are mailed between calls of the salesman, and serve to keep the proposition warm in the mind of the prospect.
Usually the postal or folder is a valuable aid in sending trade to the dealer. One manufacturer to stimulate business by creating orders for his retailer, sent out an elaborate series of mailing cards to the retailer's customers. Enclosed with the folder were leaflets giving special features in the stock, which added value to the sales letter. Handsomely engraved cards guaranteeing the material were also enclosed as a suggestion that the customer call on the retailer and the retailer's private business card was inserted.
A western coffee dealer used mailing folders on lists of consumers supplied him by retailers. Attractive designs on the outside of the folder create interest and put the consumer's mind in a receptive condition for considering the sales arguments embodied in the personal letter feature of the folder.
A manufacturer of a contrivance for applying special paints builds an approach for the dealer's salesman with postal folders. The design on the outside of the folder indicates the simplicity with which the appliance may be operated. The sales letter inside gives minute directions for using the machine and calls attention to particular features by reference to the demonstration on the outside. As an entering wedge to orders, the letter offers a free trial and suggests that a salesman make a practical demonstration.
The manufacturer has his dealer sign every letter and the return card enclosed gives only the address of the dealer.
A varnish concern sent to a large mailing list a series of illustrated letters describing the use and advantage of its products. They appealed to the consumer and built up a trade for the local dealer. Each letter contained both a return post card, addressed to the local dealer and a small pamphlet showing various grades of the varnish. The result of this follow-up system was twenty-five per cent more replies than the same number of envelope letters.
One of the most successful campaigns ever conducted to introduce a new cigarette depended entirely upon postal letters. A series of five or six of these—well nigh masterpieces of sales talk—created the desire to try the product. Enclosed with each folder was a card bearing a picture of the distinctive box in which the cigarettes were sold, so that the prospect could recognize it in the dealer's store.
In another instance a book publisher created a demand for a new novel by mailing a series of single post cards bearing illustrations from the book. In this case the element of mystery was employed and the real purpose of the cards was not divulged until five or six had been sent and the book was ready to go on sale.
Whatever variety of card, folder or letter you choose to use, these features you should carefully observe: the style of writing and the design and mechanical make-up.
The effectiveness of the mailing folder must depend upon the combination—ideas of attractiveness, simplicity and careful use of the personal letter feature. It must command attention by a forceful, intelligent approach. It must stand out sharply against the monotonous sameness of the business letter.
The folder's appearance should be in accord with the class or type of men it goes to meet. Its approach should contain sincerity, purpose, and originality. Originality in shape hardly serves the purpose, because of the ridicule unusual shapes may give the proposition. The originality should be in the illustrations or catch phrases.
This illustrative feature is all important because it virtually plays the part of the initial paragraph of the letter—it makes the point of contact and gets the attention. It corresponds to the illustrated headline of the advertisement. No rules can be laid down for it as it is a matter for individual treatment.
Colors that create a proper condition of mind through psychological effect must be taken into consideration in the attention-getting feature of the folder. There are certain color schemes which are known to create a particularly appropriate condition of mind. For instance, where quick action is wanted, a flaring color is effective. Where pure sales arguments count most in stating a proposition, blacks and whites have been found the most adequate. Soothing colors, such as soft browns and blues, have been found to appeal to the senses and serve to insure additional interest through a pleasant frame of mind.
The right impression once gained, the style of the reading matter must make the most of it. Many have hesitated to use the postal or folder because they fear for a certain loss, through lack of dignity, where the proposition demands an especially high-class approach. But to some folders, especially of the letter variety now in use, no such criticism could possibly be offered. Really fine samples of these letters bear outside illustrations from photographs or the work of the best artists. Their appearance outside and inside is given every possible attention to create the impression of distinct value. An appeal to the senses, as in the use of pleasing colors, is a feature of their make-up.
The personal letter inside is perfect in details of typography; it is carefully filled in with prospect's or customer's name; care is taken to see that the filling-in process matches the body of the letter and a personal signature is appended to give a more intimate appeal.
The cost of these folders, because of the high grade of reproduction and the art work, runs considerably above the usual business-getting letter of one-cent mailing. The lowest class of these folders cost approximately the same as the usual letter under two-cent mailing. Any addition of special art work increases their cost proportionately, but the expense is frequently justified.
These illustrated letters depend upon their power of suggestion, through graphic illustration and design, and upon the personal idea of the letter used for getting business. Few enclosures, other than the return card, or reminder card, for filing purposes, are used.
One physician, especially anxious of promoting a new remedy, sent out mailing folders describing his remedy and offered an absolute guarantee of results before payment. The return card enclosed with this folder was engraved with the name and address of the physician above and underneath his absolute guarantee. Because the campaign was so unusual, it produced unexpectedly large returns.
Here, as in the usual business-getting letter, careful attention is given to details. The importance of attracting attention in the first paragraph by careful expression, followed by the creating of desire in the mind of the customer or prospect and the adding of conviction—and finally, the use of reason that compels action cannot be emphasized too strongly.
A more appealing letter could scarcely be written than the following, used in the cigarette campaign previously mentioned. The outside of the folder carried an appropriate drawing by one of the best American artists and the whole folder gave an impression of the highest quality. Note the easy style, designed to catch the reader as he first opens the folder and carry him along fascinated to the end:
Dear Sir:
[Sidenote: Attention-getter; natural and effective. Explanation clear, and a desire is created through promise.]
Turn back in your mind for one minute to the best Turkish cigarette you ever smoked.
If you remember, it was not so much that the cigarette was fragrant, or that it had a particular flavor, or aroma, or mildness, that caused it to please you—it was the combination of all these qualities that made it so delicious.
This means that the perfection of that cigarette was in the blend, the combination of rare tobacco, each giving forth some one quality.
We have worked out a blend that produces a Tobacco Cigarette which satisfiesourideal at least.
We call the cigarette made of this brand PERESO. We make no secret of the kind of tobacco used—the exact proportion and how to treat the rare leaves is our secret.
To get a perfect aroma, we must take —— Tobacco: young sprigs of yellow so soft that the Turks call it "Golden Leaf."
We use —— leaves for their flavor; they have marvelous fragrance as well a delicate mildness.
[Sidenote: Giving conviction by details.]
To get each of these tidbits of Tobacco into perfect condition, so that their qualities will be at their prime when blended, is our profession. The PERESO cigarette is the result.
[Sidenote: Suggesting immediate action.]
Touch a match to a PERESO cigarette after luncheon today. You will be delighted with its exquisite aroma, its fleeting fragrance and delicate mildness.
[Sidenote: Strength in clincher lies in absolute guarantee.]
If it is not better than the best cigarette you have ever smoked, allow us the privilege of returning the fifteen cents the package cost you. The original box with the remaining cigarettes, when handed to your dealer, will bring the refund.
Will you Join us in a PERESO cigarette today?
Very truly yours.[Signature: Adams & Adams]
* * * * *
Enclosed in this folder next to the letter was a card bearing a picture of the cigarettes in their box. At the bottom of the folder, underneath the letter, was the phrase: "All good dealers—fifteen cents a package."
With the mailing card, as with the letter, guarantees, free trial offers and the like, help to strengthen the close of the proposition, win the confidence and bring back the answer.
For example, a large watch company, wishing to appeal to a class of customers who had previously been listed and whose financial standing made its proposition secure, sent out folders signed by department heads asking the privilege of mailing a watch for examination and trial. The letter, which carefully described the advantages of the watch over other watches sold at similar prices, offered this trial without any cost to the prospect, only asking that if the watch suited his needs a draft be mailed to the company. The return card in this case contained an agreement by the firm to hold the prospect in no way obligated to the company, except through purchase. Before returning the card to the company, the prospect was required to sign it, agreeing that, after a trial, either the watch or the money should be sent in.
Before you enter upon the use of mailing cards, be sure you understand the postal regulations regarding them. They are not complicated, but more than one concern has prepared elaborate folders only to be refused admittance to the mails because they did not follow specifications as to size and weight.
Postal laws require that all cards marked "Post Cards" be uniform in design and not less than three and three-fourths inches by four inches and not more than three and nine-sixteenths inches by five and nine-sixteenths inches in size. This means that all return cards, whether enclosed or attached, must be within authorized sizes to allow a first class postal rating.
Making ItEasyFor thePROSPECT toAnswer
The mere physical effort of hunting up pen and paper by which to send in an order forSOMETHING HE REALLY WANTS,deters many a prospect from becoming a customer.
The man who sells goods by mail must overcome this natural inertia by reducing the act of sending in an order or inquiry to its very simplest terms—by making it so easy for him to reply that he acts while the desire for the goods is still upon him. Here are Eighteen Schemes for making it easy for the prospect to reply—and to reply NOW
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There are few propositions so good that they will sell themselves. A man may walk into a store with the deliberate intention of buying a shirt, and if the clerk who waits on him is not a good salesman the customer may just as deliberately walk out of the store and go to the place across the street. Lack of attention, over-anxiety to make a quick sale, want of tact on the part of the salesman—any one of a dozen things may switch off the prospective customer although he wants what you have for sale.
Even more likely is this to happen when you are trying to sell him by mail. He probably cares little or nothing about your offer; it is necessary to interest him in the limits of a page or two and convince him that he should have the article described.
And even after his interest has been aroused and he is in a mood to reply, either with an order or a request for further information, he will be lost unless it is made easy for him to answer; unless it is almost as easy to answer as it is not to answer. A man's interest cools off rapidly; you must get his request for further information or his order before he picks up the next piece of mail.
It is a daily experience to receive a letter or a circular that interests you a little—just enough so you put the letter aside for attention "until you have more time." Instead of being taken up later, it is engulfed in the current of routine and quickly forgotten. Had the offer riveted your attention strongly enough; had the inducements to act been forceful; had the means for answering been easy, you would probably have replied at once.
Make it so easy to answer that the prospect has no good reason for delaying. Make him feel that it is to his interest in every way to act AT ONCE. Do the hard work at your end of the line; exert yourself to overcome his natural inertia and have the order blank, or the coupon or the post card already for his signature. Don't rely upon his enthusing himself over the proposition and then hunt up paper, pencil and envelope; lay everything before him and follow the argument and the persuasion with a clincher that is likely to get the order.
In making it easy to answer, there are three important elements to be observed. You must create the right mental attitude, following argument and reason with a "do it now" appeal that the reader will find it hard to get away from. Then the cost must be kept in the background, centering attention on the goods, the guarantee, and the free trial offer rather than upon the price. And finally, it is desirable to simplify the actual process—the physical effort of replying.
The whole effort is wasted if there is lacking that final appeal that convinces a man he must act immediately. Your opening may attract his attention; your arguments may convince him that he ought to have your goods; reason may be backed by persuasion that actually creates in him a desire for them, but unless there is a "do it this very minute" hook, and an "easy to accept" offer, the effort of interesting the prospect is wasted.
* * * * *
The most familiar form of inducement is a special price for a limited period, but this must be handled skillfully or it closes the gate against an effective follow-up. The time may be extended once, but even that weakens the proposition unless very cleverly worded; and to make a further cut in price prompts the prospect to wait for a still further reduction.
* * * * *
* * * * *BE SURE TO ALWAYS SIGN THE MORE CAREFUL YOU ARE KEEP A COPY OFYOUR NAME AND ADDRESS. TO FILL OUT THE FOLLOWING THE ORDER AND IFWE GET LOTS OF ORDERS BLANKS CAREFULLY AND YOU DO NOT HEARWITH NO SIGN OF NAME CLEARLY, THE MORE CERTAIN FROM US IN AOR ADDRESS. IF YOUR WE ARE TO GET YOUR ORDER REASONABLESHIPPING STATION IS FILLED PROMPTLY AND LENGTH OF TIME,DIFFERENT FROM YOUR CORRECTLY. WE'RE ALL LONG WRITE US ANDPOST OFFICE BE SURE RANGE MIND READERS AND TELL US JUSTTO GIVE BOTH CAN GENERALLY PUZZLE OUT WHAT YOU ORDEREDHOW AN ORDER IS MEANT TO AND WHEN YOUBE BUT IT TAKES LOTS OF ORDERED ITGUESS WORK
VALUE OF ORDER $ |centsDATE_______ —————————————-|—-NAME____________________________ PAID BY P.O. MONEY ORDER |STREET OR RURAL ROUTE___________ PAID BY EXP. MONEY ORDER |POST OFFICE_____________________ PAID BY DRAFT |COUNTY__________________________ PAID By CHECK |SHIPPING STATION________________ PAID IN CURRENCY |WHAT RAILROAD PREFERRED_________ PAID IN SILVER |WHAT EXPRESS CO PREFERRED_______ PAID IN STAMPS |TOTAL AMOUNT PAID |MARK IN SQUARE WHICH WAY YOU WANT ———————————————-THIS ORDER SENT___MAIL__EXPRESS PLEASE DON'T WRITE IN THIS SPACE__FREIGHT OPENED BY_____BOOKED BY_____O'K'D BY______TAGGED BY_____SHALL WE USE OUR BEST JUDGMENT AS ROUTING_____________________TO MANNER OF SHIPPING AND ROUTING?____
————————————————————————————————— BU|QTS|LBS|PTS|OZ|PKTS|NO|ARTICLES WANTED |VALUE ————————————————————————————————— _________________________________________________|$______|cents___ _________________________________________________|$______|cents___ _________________________________________________|$______|cents___ _________________________________________________|$______|cents___
* * * * *
This order sheet simplifies ordering and assures accuracy. On the reverse side are printed several special offers, to which reference may readily be made. The sheet is made to fold up like an envelope and when the gummed edges are pasted down enclosures are perfectly safe
* * * * *
On some propositions the time limit can be worked over and over again on different occasions like special store sales. A large publishing house selling an encyclopedia never varies the price but it gets out special "Christmas" offers, "Withdrawal" sale offers, "Special Summer" offers—anything for a reason to send out some new advertising matter making a different appeal. And each proposition is good only up to a certain time. The letters must be mailed and postmarked before midnight of the last day, and this time limit pulls the prospect over the dead center of indecision and gets his order. The last day usually brings in more orders than any previous week.
* * * * *
I AM INTERESTED IN ___________________________________ ______________________________________________________ ______________________________________________________ SEND ME FREE OF COST
* * * * *
This coupon, used in advertisements and in printed matter, make it extremely easy to send for information on special subjects
* * * * *
If it is desired to come right back at a prospect, some such paragraph as this is written:
"Only 46 sets left! The success of our special offer surpassed all expectations. It will be necessary to issue another edition at once. The style of binding will be changed but otherwise the two editions will be the same. As we do not carry two styles on hand, we are willing to let you have one of the 46 remaining sets at the SAME TERMS although our special offer expired Saturday night."
* * * * *
And this appeal may pull even better than the first one—provided the proposition is "on the square." It is hard to put sincerity into a letter that is not based on an absolute truth. If "Only 46 sets left" is merely a salesman's bluff when in fact there are hundreds of sets on hand, the letter will have a hollow ring.
* * * * *
* * * * *
Sincerity is the hardest thing in the world to imitate in a letter and absolute confidence is the key-stone to all mailorder selling.
There are plenty of plausible reasons for making a time limit or a special offer. A large publishing house, selling both magazines and books by mail occasionally turns the trick by a human interest appeal:
"I told the business manager that I believed I could bring ourAugust sales up to equal those of the other months.
"He laughed at me. Always before they have fallen off about twenty per cent.
"But I am going to do it—if you'll help me."
* * * * *
Then the sales manager went on with a special offer; it was a legitimate offer which made a real inducement that proved one of the most successful the firm ever put out.
In making a special price the prospect must be given some plausible reason and sincere explanation for the reduction. A special arrangement with the manufacturer, cleaning out of stock, an introductory offer—some valid reason; and then state this reason in a frank, business-like way, making the story interesting and showing where it is to the advantage of both the prospect and yourself.
"Just to keep my men busy during the dull season I will make an extra pair of trousers at the same price ordinarily charged for a suit, on orders placed during July and August."
* * * * *
This offer sent out by a merchant tailor brought results, for he had a good reason for doing an extra service—he wanted to keep his help busied during the quiet months and the customer took advantage of the inducement.
"If you will send us the names of your friends who might be interested" and "if you will show it to your friends" are familiar devices for they present a plausible excuse for cutting a price and serve the double purpose of giving the manufacturer or merchant new names for his mailing list. "A free sample if you send us your dealer's name" is reasonably certain to call for an immediate reply from most women, for they are always interested in samples.
Making a special introductory offer on some new device or appliance is certainly a legitimate reason for cutting the price. It is an inducement, moreover, that possesses a peculiar strength for a man likes to be the first one in his vicinity or in his line of business to adopt some improved method or system.
There can be no excuse for the carelessness that makes a "special introductory price," and later in the same letter or in a follow-up calls attention to the "many satisfied users in your section." Be sure your reason is real—then it rings true and incites prompt action like this offer:
The Wright Copy Holder sells the world over for $3.00. We are certain, however, that once you see the holder actually increasing the output of your own typist you will want to equip your entire office with them. So, for a limited time only, we are going to make you an introductory price of $2.25. Send to-day for one of these holders and give it a thorough trial. Then any time within thirty days, after you have watched the holder in actual use and seen it pay for itself, in actual increased output, order as many more as you want and we will supply them to you at the same introductory price of $2.25 each. After that time we must ask the regular price.
* * * * *
This is convincing. The prospect feels that if the holder were not all right it would not be sold on such terms, for the manufacturers expect that the one holder will give such satisfaction that it will lead to the sale of many more.
"Enclose $2.25 now in any convenient form and let the holder demonstrate for itself what it can save you every day. Don't wait until tomorrow—but send your order today—right now."
* * * * *
This is the closing paragraph and if you are at all interested in copy holders it is likely you will place an order "NOW." And if you don't and if the order is not placed within ten days, the offer may be extended for two weeks and after that a "ten-day only" offer may pull forth an order.
A brokerage firm has found that a "Pre-public announcement special offer to preferred clients only" in placing stocks and bonds is a good puller. The recipient is flattered by being classed with the "preferred clients" and is not unmindful of the opportunity of getting in on the proposition before there is any public announcement.
* * * * *
DEAR SIRS:—PLEASE SEND ONE STANDARD WILSON SAFETY RAZOR (PRICE$3.00)
—————————————————————————————————
* * * * *
This form of post card provides for two methods of ordering—the customer may take his choice
* * * * *
In influencing prompt action the time element and the special price are not the only "Act Now" inducements although they are the most common. A man had written to a firm that makes marine engines for prices but the first two or three letters had failed to call forth any further correspondence. So the sales manager wrote a personal letter in which the following paragraph appeared:
"In looking over our correspondence I notice that you are particularly interested in a 2-horse power engine. I have an engine of that size on hand that I think will interest you. We have just received our exhibits from the Motor Boat Shows. Among these I noticed a 2 H.P. engine and remembering your inquiry for this size engine, it occurred to me that this would make you an ideal engine for your boat."
* * * * *
This was cleverly worded, for although the company would contend that the exhibits were taken from stock, the possible buyer would feel confident that the engine exhibited at the show had been tested and tried in every way. If he were in the market at all, this would probably prove a magnet to draw an immediate reply—for it is always easy to reply if one is sufficiently interested.
This "holding one in reserve for you" has proved effective with a typewriter company:
"The factory is working to the limit these days and we are behind orders now. But we are going to hold the machine we have reserved for you a few days longer. After that we may have to use it to fill another order. Sign and send us the enclosed blank to-day and let us place the machine where it will be of real service to you. Remember it is covered by a guarantee that protects you against disappointment. If you don't like it, simply return it and back comes your money."
* * * * *
Bond brokers frequently use this same idea, writing to a customer that a block of stock or a part of an issue of bonds had been reserved for him as it represented just the particular kind of investment that he always liked—and reasons follow showing how desirable the investment really is.
In one form or another this scheme is widely used. When the order justifies the expense, a night telegram is sometimes sent stating that the machine can be held only one day more or something like that. This only is possible on special goods that cannot be readily duplicated.
In all these offers and schemes the price is kept carefully in the background. Many firms never mention the price in the letter, leaving that for the circular, folder or catalogue.
Instead of the price being emphasized, it is the free trial offer or the absolute guarantee that is held before the reader.
"Without even risking a cent you can use the Wilbur on your farm free for 30 days. We will ship it to you, freight prepaid, with the plain understanding that, should the Wilbur not come up to every claim we make for it, we will take it off your hands, for we don't want anyone to keep the Wilbur when he is not satisfied with it. Thus, we agree to pay ALL charges and take ALL risk while you are testing and trying the Wilbur for one whole month.
"You see, we have a great deal of confidence in the Wilbur or we could not afford to make you this square and generous offer, which leaves it entirely to you to say whether or not the Wilbur Fanning Mill is a practical and money-making success. Since the 30 days' free trial proposition puts you to no risk whatever, you should take advantage of this opportunity and have a Wilbur shipped right away on the free trial basis.