Exam 8: Positive Messages

Messages providing instructions will be most readable if you arrange the steps ________.

Use the ________ organizational strategy for claims to which you expect the receiver to agree readily.

________ establish rules of conduct to be followed within an organization.

What should you do in the body of an adjustment letter?

Which of the following is the best opening sentence for a direct response message?

Your company was charged twice last month for its rent.This amount is automatically deducted from your company's checking account,and you just noticed the double entry for June.You must write a claim letter to your landlord asking for a refund of $3,000.Write a clear,concise claim letter.Because you expect your landlord to agree readily,use the direct strategy.Write only the body of the letter,omitting the letter addresses,salutation,complimentary close,and enclosure line.

In the ________ of a claim message,explain the problem and justify your request.Provide the necessary details so that the difficulty can be corrected without further correspondence.

Remove the protective seal from the toner cartridge has been written in the ________,or command,mood.

Which of the following is the best opening for a straightforward claim letter?

Avoiding pretentious,formal,or flowery language is the best way to ensure that your goodwill message is ________.

Action information,including deadline dates,should be placed in the body of a routine request message.

Straightforward,direct claims are those to which you expect the receiver to agree readily.

Deciding whether to ________ to a customer in an adjustment message is a debatable issue.Some attorneys discourage doing so,but many customers appreciate it.

Kevin is writing a routine e-mail request that he believes will be received positively.The main idea or purpose of his message should be placed in ________.

What is the most accurate statement about goodwill messages?

For which of the following situations would a business letter be more appropriate than an e-mail message?

Social media experts say that not every comment on the Web by a customer merits a response.They recommend responding to posts only when you can add ________ -for example,by correcting false information or providing customer service.

Your response to a congratulatory note or other goodwill message ________.

Goodwill messages(those expressing thanks,recognition,or sympathy)are often more difficult to write than other types of routine business documents.

Which of the following is the best closing for a straightforward claim letter?