Chapter 8 mindtap Bussiness Com.

What should be provided in the closing of an instruction message? Check all that apply. A reminder that failure to comply will be detrimental to the individual or organization A recap of the instructions in the body A description of how the instructions benefit the individual or organization

A description of how the instructions benefit the individual or organization

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

A logical and objective explanation of the facts

What should you include in the opening of an adjustment message? A negative statement followed by a positive statement A begrudging statement that informs the customer you will grant the request A positive statement of the good news

A positive statement of the good news

You manage the social media presence of a company that manufactures travel apparel and gear. A customer posts an angry comment about a suitcase that failed to function properly after its first use. This is not the first complaint the product has received. How should you respond to the customer?

Acknowledge the problem, and let the customer know that the company is working to rectify the situation.

When writing a message that expresses thanks for a gift, what should you include? An explanation of what the gift means to you An inquiry into the cost of the gift A comparison of the gift to other gifts you've received

An explanation of what the gift means to you

According to the 3-x-3 writing process, what actions make up his next steps? Check all that apply. Collect information. Check for mechanical problems. Plan for feedback. Make a list of points to cover. Compose the first draft.

Compose the first draft. Make a list of points to cover. Collect information.

When writing instruction messages, you should use the imperative mood. Which of the following sentences uses the imperative mood? I would recommend making two copies of each document. Will you please make two copies of each document? Make two copies of each document.

Make two copies of each document.

Read the following request message, and then answer the question. 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 opening of this message? My netbook computer crashed, and I have a few questions regarding repair and warranty information. My team has an important presentation to give, and my netbook crashed while we were working on the presentation. I have to get it repaired soon. I need my questions answered quickly. My netbook crashed, and I can't find the warranty information anywhere

My netbook computer crashed, and I have a few questions regarding repair and warranty information.

Rene 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? Praise your own accomplishments, too. Strive for creative brilliance. Personalize the message by relating specific examples and points of praise.

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

What advice would you give? Put a question mark after a disguised command. Ask easy yes or no questions. Place the most important question first or begin with a summary.

Place the most important question first or begin with a summary.

Which would be the best closing for Rosa's message? Please authorize a credit refund immediately, and send an electronic confirmation of the transaction to the address below. I am enjoying my new skates and look forward to shopping at your store again. I hope that something like this never happens to you. Your organization is completely unprofessional. I will never shop there again. I expect that the money will appear in my account. I will track it daily and inform you if there is any problem. My lawyer is on retainer and would be happy to contact you if you fail to comply with my request.

Please authorize a credit refund immediately, and send an electronic confirmation of the transaction to the address below. I am enjoying my new skates and look forward to shopping at your store again.

What are the main goals of an adjustment message? Check all that apply. Assigning blame Rectifying the wrong Regaining the customer's confidence Promoting further business Apologizing

Rectifying the wrong Regaining the customer's confidence Promoting further business

Which tips should you follow when posting a complaint or review online? Check all that apply. Know that you can remove your post from the Web whenever you wish. Respond to the business if it offers to address your concern. Focus on facts. Suggest improvements, even in positive reviews. Avoid transparency by posting anonymously.

Respond to the business if it offers to address your concern. Focus on facts. Suggest improvements, even in positive reviews.

How could these instructions be improved? Place items horizontally to save space. Use the imperative rather than indicative mood. Use bullets rather than numbers.

Use the imperative rather than indicative mood.

Which of the following sentences would be appropriate for Yvette to include in her adjustment message? Check all that apply. I cannot apologize enough for our grave failure. You will soon receive a replacement toy that has been checked for proper functioning. Thank you for your patience and for reaching out to us. Our design team is responsible for the problem you have experienced.

You will soon receive a replacement toy that has been checked for proper functioning. Thank you for your patience and for reaching out to us.

Joseph received a pat-on-the-back message from his supervisor for a job well done. He wants to acknowledge the receipt of the message. Which is the best response for Joseph to send? Your note about my work was kind. I appreciate your thoughtfulness. Your message was especially nice to receive given that you didn't acknowledge my hard work on the last project. Really, it was nothing! The project was a piece of cake.

Your note about my work was kind. I appreciate your thoughtfulness.

A sympathy message should include

a reassuring, forward-looking note

Instruction messages clearly explain how to execute a task. Before writing instructions, be sure you fully understand the process you are explaining. The body of instruction messages should arrange items vertically with numbers arrange items in order of importance arrange items horizontally

arrange items vertically with numbers

In addition to making requests, you will have to respond to requests in the business world. Complete the following sentence with the dropdown menu. Direct response messages should

avoid wordy, drawn-out openings

Adjustments are __ messages that businesses should make ____ . In regards to response time, social media has had a ___ effect on adjustment messages.

favorable promptly positive

Messages can be divided into three content areas:

positive negative persuasive

When the remedy to your claim is obvious, you should

state it immediately

Messages delivered through business letters are less likely to reach ___ Correct than messages delivered through ____Correct . Thus, business letters are more ___

unintended recipients email confidential