Exam 6: Positive Messages

When a company receives a claim and decides to respond favorably, the letter is called a(n) ___________ letter.

Be careful when responding to an inquiry because any letter written on company letterhead is considered a legally binding contract.

The closing of an adjustment letter should

Goodwill messages should never be sent via e-mail.

When complying with a request and writing a direct reply letter, a business communicator should include an opening that

You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the closing paragraph of an information request letter.

In the closing of a claim letter, you should

Letters of ________________may be written to customers for their orders, to hosts and hostesses for their hospitality, to individuals for kindnesses performed, and to customers who complain.

Most of the workplace messages you write will likely deal with routine matters that require straightforward answers using the direct method.

Harland is following the three-step writing plan for his direct claim letter. In the body of the letter, Harland should

Which of the following is the most appropriate opening for an adjustment letter granting a claim?

Claims made by telephone or e-mail are just as effective as claims made in writing.

A letter granting an adjustment or a claim should be arranged directly.

When responding to a letter of congratulations, you should appear humble by minimizing your achievements or suggesting that the sender has exaggerated your good qualities.

A personally written message will have much more impact on your reader than a ready-made card.

Although companies send routine letters to suppliers, government agencies, and other businesses, the most important letters go to customers.

Which of the following represents the most appropriate apology for an adjustment letter?

When a company receives a claim and decides to respond favorably, the letter is called an acceptance letter.

If an organization decides to explain how it is complying with a claim in an adjustment letter, it should be done in the ___________ of the letter.

Which parts of your letters are readers likely to find most interesting and read first?