When writing a direct reply letter to a customer, refer only to the product the customer asked about. Mentioning other products would be considered rude and presumptuous.

Question

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When customers inquire about products or services, your response should do more than merely supply answers. Try to promote your organization and products. Thus, when a customer writes about one product, provide helpful information that satisfies the inquiry, but consider using the opportunity to introduce another product as well.

When Writing a Direct Reply Letter to a Customer, Refer