Ch 8 - Writing Routine and Positive Messages - DSM
Which of the following is a step in planning a routine or positive message?
Analyze the situation.
Which of the following is a goal when answering a request for information and action?
Answer all of the questions in the request
Which of the following is true of condolences?
Condolences are ideally conveyed through handwritten notes.
Which of the following messages requires a direct approach?
A message informing a consumer about the replacement of a defective product
Which of the following should be included in the body of a routine request?
Explain any potential benefits of responding to the request.
Which of the following guidelines should be followed when writing a letter of recommendation?
Facts and evidence relevant to the candidate and the opportunity should be mentioned.
________ is a term used to describe the attitude of friendliness and caring that is central to creating, solidifying, and maintaining relationships.
Goodwill
Which of the following is an example of a goodwill technique?
Highlighting audience benefits
Which of the following best describes where you should state your request in a routine request?
In the beginning of the message
Which of the following is true regarding the tone that a sender should use in routine request or positive message?
People should avoid using a demanding tone while composing a routine request or positive message.
Which of the following strategies should you keep in mind when writing a routine business request?
State your request or main idea up front.
Which of the following is true about routine and positive messages?
The close of routine and positive messages explains what the audience should do next and how it will benefit them.
Which of the following is an example of a routine request?
Writing a letter asking for information
A claim is __________.
a formal complaint made in response to dissatisfaction over a product or service
A written response to a claim is called a(n) __________.
adjustment
A news release is a(n) _________.
document used to share relevant information with the media
For routine replies and positive messages, you should __________.
place the main idea or the good news in the opening
When responding to a claim or adjustment request when the customer is at fault, you should __________.
weigh the cost of complying with or refusing the request
What is a news release?
A document used to share relevant information with the media
Which of the following is true of congratulatory and appreciation messages?
A good congratulatory message will include specific content that relates to the reason why someone is being thanked.
Which of the following is a common routine request?
A message asking for information
