chapter 8

What should you include in the body of a direct claim message? A courteous statement and summary A logical and objective explanation of the facts An end date for the claim to be addressed

A logical and objective explanation of the facts

When writing a letter that expresses thanks for hospitality, what should you include? A flowery description of the delicious appetizers A specific compliment regarding the food, surroundings, hosts, or good company A reminder about next week's meeting with the shareholders

A specific compliment regarding the food, surroundings, hosts, or good company

What should you include in the closing of an adjustment message? An expression of confidence that the situation has been resolved A statement blaming another party A guarantee that the situation will never occur again

An expression of confidence that the situation has been resolved

To: Customer Support <[email protected]> From: Helen Martin <[email protected]> Subject: Warranty Information for Netbook Computer Dear Customer Service, I need this information by noon tomorrow at the latest. My team has an important presentation to give, and my netbook crashed while we were working on the presentation. I can't find the warranty information anywhere. So I have a few questions. Where is my warranty information? How long does it normally take to repair these machines? Do I have to mail the netbook to you, or can I bring it to your local repair shop? Will you please answer these questions in a timely manner? Thank you in advance for your help. Regards, Helen Martin What is the best revision for the closing of this message? Answers to these questions and any other information you can provide would be helpful. Your response before tomorrow afternoon would be most appreciated. No revision is necessary. Please answer these questions in a timely manner. Thank you in advance for your help.

Answers to these questions and any other information you can provide would be helpful. Your response before tomorrow afternoon would be most appreciated.

The new hires are required to take_________ within a week of their arrival. business 101, Business 101

Business 101

When writing instruction messages, you should use the imperative mood. Which of the following sentences uses the imperative mood? Perhaps you should call the hotel to confirm the reservations. If I were you, I would call the hotel to confirm the reservations. Call the hotel to confirm the reservations.

Call the hotel to confirm the reservations.

Poornima is preparing a direct claim message. Her laptop computer is not functioning properly, and she needs to have the hard drive replaced. The computer is still under full warranty, so repairs will be covered. Which would be the best opening for Poornima's message? Dear Customer Service, I would like to inquire about the possibility of laptop repair services. Dear Customer Service, You need to fix my laptop immediately! Failure to comply will result in future litigation. Dear Customer Service, Please repair my laptop computer (enclosed). The machine is currently under full warranty.

Dear Customer Service, Please repair my laptop computer (enclosed). The machine is currently under full warranty.

What can you do to win back the customer's confidence in an adjustment message? Check all that apply. Describe efforts to avoid difficulties addressed in the customer's claim Apologize profusely Avoid accepting blame at all costs Include resale and sales promotion information If appropriate, apologize early and briefly

Describe efforts to avoid difficulties addressed in the customer's claim Include resale and sales promotion information If appropriate, apologize early and briefly

You manage the social media presence of a movie theater chain. A customer posts a comment suggesting that people should engage in an illegal activity at one of the theater locations. How should you respond to the customer? Respond to the comment with "lol" to indicate that the customer was merely joking and that other customers should not be concerned. Let the comment stand. Readers will understand that customers' comments do not necessarily reflect the values of the business. Document and delete the comment. Notify the customer that the post violated comment policy.

Document and delete the comment. Notify the customer that the post violated comment policy.

Which of the following sentences is correct? I coauthored the article "How to Communicate Between Cubicles." I coauthored the article "How to communicate between cubicles." I coauthored the article "How To Communicate Between Cubicles."

I coauthored the article "How to Communicate Between Cubicles."

e following sentences is correct? I transferred the client's money into a Swiss bank account. I transferred the client's money into a swiss bank account. I transferred the client's money into a swiss Bank account.

I transferred the client's money into a Swiss bank account.

Which tips should you follow when posting a complaint or review online? Check all that apply. Ignore a business's offer to discuss your post. Make your comment clean, polite, and to the point. Offset criticism with positives. Refuse payment for positive comments. Do not include suggestions or negative comments in positive reviews.

Make your comment clean, polite, and to the point. Offset criticism with positives. Refuse payment for positive comments.

Why is parallel language important to use in instruction messages? Check all that apply. Parallel language creates a courteous tone. Parallel language improves reader comprehension. Parallel language gives the impression of professionalism and efficiency.

Parallel language improves reader comprehension. Parallel language gives the impression of professionalism and efficiency.

Shen is writing a message to his manager praising him for a recent presentation. He asks you to proofread the letter. You notice he doesn't focus on specific praise. How should the writer revise the message? Personalize the message by relating specific examples and points of praise. Strive for creative brilliance. Praise your own accomplishments, too.

Personalize the message by relating specific examples and points of praise.

Poornima is composing a message in response to a customer's inquiry. She has collected all of her information, jotted down the points she needs to cover, created an outline, and written her first draft. According to the 3-x-3 writing process, what actions make up her next steps? Check all that apply. Proofread for correctness. Evaluate whether the message achieves its purpose. Analyze the purpose. Revise for clarity. Check punctuation.

Proofread for correctness. Evaluate whether the message achieves its purpose. Revise for clarity. Check punctuation.

Which of the following sentences is correct? The top Executive happens to be my father. The top executive happens to be my father. The top executive happens to be my Father.

The top executive happens to be my father.

A coworker asks you for advice on how to communicate a strict deadline in a request message. What advice would you give? Give an approximate date for the deadline in the body. Place the deadline in the opening. Set an end date to take action in the closing.

Set an end date to take action in the closing.

All the accounting team members are from the ______ and enjoy exchanging stories. south, South

South

Caroline was just promoted to senior partner. She received a congratulatory note from a former colleague at another firm. Caroline wants to acknowledge the receipt of the note. Which is the best response for Caroline to send? I'm not sure that I deserved the promotion, but I am certainly grateful for it! Thank you for your kind words regarding my promotion. I appreciate the warm wishes. Thanks for noticing that I was promoted. It was about time.

Thank you for your kind words regarding my promotion. I appreciate the warm wishes.

Which of the following sentences is correct? The epson Copier is out of service. The Epson Copier is out of service. The Epson copier is out of service.

The Epson copier is out of service.

Which of the following sentences is correct? The company is looking forward to the visit from Senator hemet. The company is looking forward to the visit from senator Hemet. The company is looking forward to the visit from Senator Hemet.

The company is looking forward to the visit from Senator Hemet.

Which of the following sentences is correct? The meeting will be in room 27. The meeting will be in Room 27. The Meeting will be in room 27.

The meeting will be in Room 27.

Procedure for Approving Time Sheets 1. First, you should consider accessing the HR website to open the system. 2. Second, it will be important to understand the process and select the Payroll option. 3. As you scroll downward through various aspects of the site, in the EID field, enter the Employee ID of the individual whose time sheet you wish to approve. 4. At this point, you will want to select the appropriate time period once the employee's time sheets load. 5. Now is when you select Approve. 6. Once you have completed this process, you can go on your merry way by selecting Save and Exit. How could these instructions be improved? Use the imperative rather than indicative mood. Use bullets rather than numbers. Place items horizontally to save space.

Use the imperative rather than indicative mood.

I was elected to be on our company's______________ . Women in Business Committee, women in Business committee, Women in Business committee

Women in Business Committee

Which of the following sentences would be appropriate for Ana to include in her adjustment message? Check all that apply. I'm sorry the toy stopped working, but some kids don't even have toys. You will soon receive a full refund for the toy. Our designers are in the process of improving the toy so that it can fully satisfy our customers. Thank you for taking the time to write to us.

You will soon receive a full refund for the toy. Our designers are in the process of improving the toy so that it can fully satisfy our customers. Thank you for taking the time to write to us.

A sympathy message should include_________ . a reassuring forward-looking note, sarcastic remarks to lighten the mood, a description of an even worse situation you went through

a reassuring forward-looking note

We will open another branch in the Pacific Northwest next_______ . fall, Fall

fall

The body of instruction messages should___________. list steps inn a nonnumerical order, list steps in the order to be carried out, arrange items in order of importance

list steps in the order to be carried out

When a customer has a legitimate claim, the customer can expect a_______ response from the company. natural, defensive, positive

positive

Direct claim messages are considered________ messages. _________ messages include refusals and other types of bad news. A sales pitch is an example of a_________ message. persuasive, inward, positive legal, negative, harmful insincere, persuasive, positive

positive negative persuasive

Complete the following sentence with the dropdown menu. Direct response messages might______________. use the "me" view, include long flowery descriptions, supply explanations and additional information

supply explanations and additional information

While most business communication is now done electronically, there remain situations in which a business letter is most appropriate. Messages delivered through business letters are less likely to reach_________ than messages delivered through________ . Thus, business letters are more__________. competitors, the media, unintended recipients face-to-face conversations, e-mails confidential, desired, exclusive.

unintended recipients e-mails confidential

Business __________ grant legitimate claims because most organizations want to_______ their customers. Additionally, businesses know that consumers are protected by law for________________ . rarely, usually correct, satisfy misunderstandings about products, recovery of damages, dishonest reviews

usually satisfy recovery of damages