Exam 5: Writing Good-News and Neutral Messages

Which of the following should be included in the body of a direct claim?

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

In giving proper emphasis to the bad news in a favorable response, you should _____.

In a message granting an adjustment, you should make repeated references to the problem being corrected.

Which of the following sentences is appropriate to be used in a claim message?

When composing good-news and neutral messages, one may _____.

In the context of order acknowledgements, which of the following illustrates the most positive way of handling a vague order?

A message granting an adjustment should be written in the indirect order.

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

Kayla needs to write an internal-operational message explaining a policy change for the completion of travel reimbursement forms. The most appropriate way of presenting this information is _____.

How should a direct claim message be organized?

Outline the plan recommended for a routine inquiry message.

Which of the following guidelines should be followed when granting an adjustment?

A good place for general explanatory material in a routine inquiry with multiple questions is _____.

When writing a general favorable response, you should avoid adding comments, questions, suggestions, or additional information even if such material is relevant to the reader's original request.

How should you structure questions in a routine inquiry message?

Which of the following sentences will be most effective in attracting attention for a routine inquiry about an advertised product?

Even though an adjustment grant is good news to a customer, some negative thoughts may remain.

How should bad news be handled when writing routine responses?

You are most likely to build goodwill with your readers by using _____.