Exam 8: Writing Good-News and Neutral Messages

Halina has received a customer inquiry asking about the availability of her hotel's penthouse suite on April 5th. She has determined that the suite is available, and is composing a response for the customer. Which of the following openings should Halina use?

Which of the following sentences would be most likely to convey the right tone in a claim message?

Which of the following should you do when responding favorably to questions in a routine inquiry message?

The opening of a routine inquiry should focus on the main objective.

Which of the following guidelines will help create an effective good-news message?

Ending a message with phrases such as "as soon as possible" or "at your convenience" helps in building goodwill.

Messages that stay within a business and are used to complete the work of the business are referred to as ______ messages.

What is the advantage of closing a message with a tailored ending?

Which of the following is the most appropriate beginning for a typical routine inquiry message?

Which of the following statements about a routine inquiry that seeks only one piece of information is true?

Create three brief examples: one of a situation where a casual internal-operational message would be appropriate, one of a situation where a moderately formal internal-operational message would be appropriate, and one of a situation where a formal internal-operational message would be appropriate.

Which of the following is true of order acknowledgements?

When responding to an inquiry with two or more questions, a good approach is to answer the questions in the body of your message in the same order your reader used in asking them.

How should you structure questions in a routine inquiry message?

Which of the following sentences is most likely to build goodwill in a routine inquiry message?