Exam 6: Positive Messages

Many direct reply letters use a(n) _____________ line, which helps the reader recognize the topic immediately by referring in abbreviated form to previous correspondence and/or summarizing a message.

Goodwill messages are generally much easier to write than other types of business messages.

Which of the following is the best opening for a note expressing thanks for a gift?

Writing letters of appreciation to customers who complain can be a smart business strategy.

Jessica is following the three-part plan to write a direct claim letter about a problem with her wireless service. What should she put in her opening?

Experts agree that it is essential to apologize to the customer in either the opening or closing of an adjustment letter.

You can improve your direct reply letters by using graphic devices such as lists, tables, headings, boldface, or italics.

Goodwill messages should be short, selfless, specific, spontaneous, and

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.

When explaining compliance in the body of an adjustment letter, you should avoid words such as regret, misunderstanding, and unfortunately.

Which of the following is the most effective opening sentence for a direct reply letter?

When a customer must write to identify or correct a wrong, the letter is called a(n) _____________.

For which of the following situations should a letter be sent instead of an e-mail message?

If we may be of further assistance is an effective example of closing pleasantly in a direct reply letter.

I have here before me your inquiry letter of August 1 is an effective opening for a direct reply letter.

In responding favorably to a claim, the writer should begin immediately with an apology.

Many routine request letters begin with a polite command such as Would you please send me your fall catalog. Such statements, called polite commands or ____________ questions, should not be punctuated as questions because they do not require answers.

Which of the following statements about claims is most accurate?

When writing a claim letter, act promptly for best results because delaying claims makes them seem less important.

A subject line in a direct reply letter