BAUD CH 8

Straightforward claims

A claim to which the customer expects the receiver to agree readily; also called a direct claim.

direct claim

A claim to which the customer expects the receiver to agree readily; also called a straightforward claim.

interoffice memo

A paper-based communication channel used for internal messages that require a permanent record or formality.

business letter

A primary channel of communication for delivering important, formal messages outside of an organization.

adjustment

A written reply to a customer claim; the reply seeks to rectify the wrong, regain customer confidence, and promote future business.

Which of the following is the best opening for an adjustment letter?

Enclosed is a check for $35 as reimbursement for the two broken espresso cups you received.

Action information, including deadline dates, should be placed in the body of a routine request message.

False

Jorge is writing an adjustment letter granting the customer's claim request; Jorge should use the indirect strategy to deliver this message.

False

The final step in Phase 3 of the 3-x-3 writing process is proofreading the product.

False

Choose the best opening for a response to a routine request e-mail .

I would be delighted to speak at your meeting on February 1.

What is the best advice to follow when writing an online review or complaint?

Keep your review or complaint clean, polite, and succinct.

persuasive messages

Messages that are written to persuade, including sales messages.

goodwill messages

Messages that carry good wishes, warm feelings, and sincere thoughts to friends, customers, and employees.

positive messages

Messages that communicate straightforward requests, replies, and goodwill.

negative messages

Messages that deliver refusals and bad news.

Which of the following is the best opening for a routine claim letter?

Please send a contractor to repaint our office conference room.

________ establish rules of conduct to be followed within an organization .

Policies and procedures

What is the best advice to follow when responding to customers online?

Respond in a friendly, upbeat, yet professional tone.

Choose the best closing for a routine request message that asks the receiver to complete a survey.

Thanks for returning your completed survey before October 15, when we will start compiling the results.

Which of the following is not a goal in writing adjustment letters?

To encourage future correspondence with the customer

Business letters remain a powerful tool to promote services and products, boost online and retail traffic, and enhance customer relations .

True

Claim letters are taken more seriously than telephone calls or e-mails.

True

In the body of a claim letter, explain the problem and justify your request.

True

Most messages in the workplace are positive or neutral.

True

Social media have drastically shortened business response times to claims.

True

Which of the following is the best statement to include in a goodwill message?

Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.

Instruction messages will be most readable if you divide the instructions into steps, list the steps in the order in which they are to be performed, arrange the items vertically with numbers, and ______.

begin each step with an action verb using the imperative mood

During the third phase of the 3-x-3 writing process, Stephen asks himself the following questions about his message: Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others, will they need further explanation? In asking these questions, he is evaluating his message for ________.

clarity

It gives me great pleasure to extend my congratulations is an effective way to begin a goodwill message.

false

You should wait at least a week after an event or incident to send a goodwill message to seem most sincere.

false

Goodwill messages should __________.

include specific incidents or characteristics of the receiver

Phase 3, revising,

involves putting the final touches on your message.

Mark just got off the phone with a prospective client and wants a permanent record of the conversation. To create a formal record that confirms the conversation and continues to build the relationship, Mark should prepare a(n) ______ and send it to his client .

letter

Writing for social media ________.

shines a close light on your writing skills and can affect your career

Natalia is writing the opening for a business message that makes a routine request. She believes her request will be received positively; therefore, she should begin with __________.

the main idea

In Phase 2, drafting

you will first want to check the files, gather documentation, and prepare your message.

In Phase 1, prewriting

you will need to spend some time analyzing your task.