Exam 8: Positive Messages

Instruction messages should be written

Which of the following is the best example of placing the most important information first in a routine information request message?

Letters going to individuals in other parts of the world, such as China and France, should probably use a more ____________________ tone than letters written for American businesspeople.

Because sympathy notes can be difficult to write, you should always purchase a commercial, preprinted sympathy card to make the best impression.

Polite requests, such as Will you please send a catalog, require a question mark.

We apologize for any inconvenience this may have caused is a professional, sincere way to apologize in an adjustment message.

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

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

Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, when formality is necessary, and when a message requires a persuasive, well-considered presentation.

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

Katelyn booked a hotel through a local travel agency.Her accommodations were not as the agent described.Although she stayed in the hotel, she was dissatisfied and believes that the agent is at fault.The best way for Katelyn to communicate her unhappiness with the accommodations would be to

The closing of a routine request that requires action may include an end ____________________ so that the reader knows when an action is required.

Richard wants to make sure that a business letter he is sending to a client is properly formatted.What should he do?

What is the most accurate statement about goodwill messages?

Which statement about formatting business letters is most accurate?

An effective opener for a message replying to a customer's request might be Your e-mail message of August 7, in which you request information about our new line of Flip digital video recorders, was forwarded to me.

Typically, when you have a legitimate claim, you can expect a positive response from a company.

Adjustment messages that grant customers' claims should be written using the ____________________ organizational pattern.

Which of the following is not a goal in writing adjustment messages?

When a company receives a claim and decides to respond favorably, the response message is called a(n)____________________.