Exam 8: Positive Messages

Allison is in Phase 1 of the writing process and is trying to decide how she can save her reader's time by making her message easier to comprehend at a glance. What can she do? 

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

Pull the red lever is an example of an instruction in the imperative mood.

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

What should you do in the closing of an instruction message? 

___________, positive messages are those that communicate straightforward requests, replies, and goodwill.

Kevin is writing a routine e-mail request. The main idea or purpose of his message should be placed in 

You are a landlord for an office building. You just received a claim letter from a tenant asking for a refund of $3,000 for a duplicate rent payment in June. You check your records and find out that the June rent was deducted twice from the tenant's bank account. You think this must have been a bank error, but the double amount was transferred to your bank account. Write an adjustment letter to the tenant, and enclose a refund check. Write only the body of the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.

William has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he do first? 

Which of the following is the best closing for an adjustment message? 

If you have a complaint against a company, you should begin by posting your comments online on various social media sites.

Phone calls and e-mail messages are usually taken more seriously than a written claim letter.

What is the most accurate statement about apologizing in an adjustment message? 

Goodwill messages should be selfless, specific, sincere, spontaneous, and ____________________.

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

Which of the following statements about direct claims is most accurate? 

Which of the following is a command disguised as a polite request? 

Which of the following is the best opening for an adjustment message? 

What should you do in the body of a direct claim letter? 

Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. What will she do first in this phase?