BLI 3302 SMU Ch. 10
Which of the following is true regarding routine requests? A) Much of the vital communication between a company and its customers is about routine matters. B) Routine requests should demand action. C) In most cases, your audience will not be prepared to comply with your request. D) Be general when making a routine request. E) Routine requests have many more than three parts.
A) Much of the vital communication between a company and its customers is about routine matters.
Anya is composing a message that includes information regarding the nature of her relationship with a former employee. What type of message is she writing?
Responding to a request for a recommendation
Kali is explaining her request. She is working on the ___________ of her message.
body
When sending routine replies and positive messages you should explain all the relevant details idea in the _____________ of the message.
body
Ariana is including an expression of gratitude in her message. Ariana is working on the __________ of her message.
close
Highlighting a benefit to the reader should be done in the _________ of the message.
close
Jackie is requesting an adjustment. She is politely requesting specific action that needs to be taken. Jackie is working on the ____________ of her message.
close
Liam is writing a request for a letter of recommendation. Liam is expressing his appreciation for the letter and including the full name and address of the person to whom the letter should be sent. Which part of the message is Liam working on?
close
A brief personal message written to comfort someone after the death of a loved one is referred to as a(n) ____________ letter.
condolence
When sending routine replies and positive messages you should use the __________ approach.
direct
When writing routine requests, Orange Photography usually takes the ________ approach, which is a clear statement of the request that provides all necessary information.
direct
Orange Photography knows some messages are written specifically to build what the chapter calls __________, in order to enhance your relationships with customers, colleagues, and other businesspeople.
goodwill
When writing a letter of condolence, you should __________________________.
keep it short, simple, and sincere
Amar is sending a formal complaint to a company because the product he purchased is faulty and he is not satisfied. Amar is ________________________.
making a claim
As pointed out by Orange Photography, routine requests have the same three parts as all business messages. These parts are the __________, the __________, and the __________.
opening, body, close
A specialized document used to share relevant information with the media is known as a __________ release.
press
Jeremy is requesting a settlement of a claim. Jeremy is ______________________.
requesting an adjustment
Caleb is preparing a message that sympathizes with the customer's frustration. Caleb is _______________________________.
responding to a request for an adjustment
Just like Orange Photography, much of your daily business communication will involve __________, including things such as good-news announcements and goodwill messages.
routine and positive messages
Orange Photography prefers to be friendly in its routine messages and requests. It does this by paying close attention to the _________ of the message.
tone