Exam 8: Writing Routine and Positive Messages

If you plan to grant a claim made by a customer who is clearly at fault,

If you are sending an informative memo to employees about policy statements or procedural changes,you should

In requesting a sales report from a coworker,you should

A routine positive message should never include negative information.

When making a routine request,you should begin with

When asking questions in a request message,

Much of the most critical communication between a company and its customers is about

If you request a recommendation from a person you haven't had contact with recently,you should

When making an unusual or complex request,it is best to

Messages of ________ recognize the contributions of employees or business associates.

Why are appreciation messages important? What should they include?

When you're writing a message of appreciation,

When you're writing a routine reply to a positive message,your readers will generally be ________ what you have to say,so you can use the ________ in your reply.

Most simple requests can be handled by explaining

If you have strongly negative information to deliver as part of a positive message,you should

In a simple request for information or action,________ will get the job done.

If you have mildly disappointing information to deliver as part of a positive message,you should

When answering requests and a potential sale is involved,one important goal is to

If you are sending an informative memo to employees about policy statements or procedural changes,you should

Describe the three-step strategy for requesting information and action.