Exam 8: Positive Messages

Delay in writing a claim letter makes the claim appear less important to the receiver.

Where should deadlines and action information be placed in a routine request message?

A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.

When you write messages that request information or action and think your request will be received positively, use the ____________________ organizational strategy.

Goodwill messages-such as thank-you notes and condolence messages-are often more difficult to write than other types of routine business documents.

Knowledgeable business communicators use a(n)____________________ line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

Which of the following is the best statement to include in a goodwill message?

____________________ messages express thanks, congratulations, recognition, and sympathy.

Using words such as regret, inconvenience, and misunderstanding in an adjustment message may upset readers.

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 $2,000.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.

Action information and deadlines belong in the ____________________ of a routine request message.

Most business messages are positive, straightforward communications that conduct everyday business and convey goodwill.

One advantage of hard-copy memos over e-mail messages is that the sender and receiver of memos are always recognizable.

The majority of your business messages will involve ____________________ requests and responses to requests.

Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

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

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

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

Which of the following is the most effective subject line for a routine response message?

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