Apply it: Chapter 06 Positive and Neutral Messages

How are organizations responding to social media complaints? Focusing on the person making the complaint, not the facts Hiring social media specialist Paying consumers to post positive comments Ignoring social media complaint that seem to be just venting

Hiring social media specialist

Which of the following sentences is correctly punctuated? I don't know when the vendor will visit again and, we need more supplies for the office. I don't know when the vendor will visit again and we need more supplies for the office. I don't know when the vendor will visit again, and we need more supplies for the office.

I don't know when the vendor will visit again, and we need more supplies for the office.

Which of the following sentences is correctly punctuated? I prefer to walk to work, but Brian always takes his car. I prefer to walk to work but Brian always takes his car. I prefer to walk to work but, Brian always takes his car.

I prefer to walk to work, but Brian always takes his car.

Select the most appropriate opening for a direct claim letter when the remedy is obvious. Please send me a full refund for the Stratus Balance Ball I recently purchased on your website. Yesterday, the Balance Ball box arrived empty. I recently purchased a Stratus Balance Ball. The box arrived empty yesterday. When I opened the box, I expected to find the ball, but there was only a hand pump in the box. Because I did not receive the actual Balance Ball, I would like a full refund. Please consider my request. I recently purchased a Stratus Balance Ball through your website. The box came yesterday, but there was no Balance Ball inside. I would like a refund, please.

Please send me a full refund for the Stratus Balance Ball I recently purchased on your website. Yesterday, the Balance Ball box arrived empty.

Dear Ms. Hunter: Subject: Credit Reimbursement Request for Account #45673 Your account will be credited for the erroneous charges. Thank you for bringing this error to our attention. You will receive credit notification by mail in 5-7 working days. True or False: This is an effective beginning for a direct reply letter. True False

True

Choose the correct word to complete the sentence. When sensitivity and formality are essential in a message being sent outside the organization, the best channel to use is a business letter

business letter

Business letters deliver contracts, explain terms, negotiate agreements, maintain relationships with vendors and customers, and produce a permanent record

produce a permanent record

Which of the following is most likely to achieve a positive corporate response when you are posting a complaint on a social media site? Focus on facts and support them. Gush about how much you like the company and the products. Keep comments anonymous. Post only positive comments online and use other social media to make negative comments.

Focus on facts and support them.

When is e-mail an appropriate channel for goodwill messages? When you don't have a stamp or appropriate company letterhead If you frequently communicate with the receiver by e-mail and are certain the message won't get lost Never

If you frequently communicate with the receiver by e-mail and are certain the message won't get lost

Written communications fall into two categories: paper-based and electronic. Which of the following are paper-based messages? Check all that apply. Instant messages Interoffice memos E-mails Business letters

Interoffice memos Business letters

Which graphic devices should be used in the body of a direct response letter? All caps with occasional italics for emphasis Lists, tables, headings, and other highlighting techniques None; graphic devices are unprofessional

Lists, tables, headings, and other highlighting techniques

Read the following scenario, and answer the following question. You are delivering a project outline with specific due dates to the project management team. Does this situation require an e-mail, a memo, or a business letter? E-mail Memo Business letter

Memo

Read the following scenario, and answer the following question. Your company is producing a new ointment for sore muscles. You want to convince a national chain of boxing gyms to use this product. Why is it important to send a business letter in this situation? Business letters deliver persuasive, well-considered messages. Business letters are best used for spontaneous thinking. Business letters are more likely to be intercepted.

Business letters deliver persuasive, well-considered messages.

Which of these guidelines should you follow when responding to customers online? Check all that apply. Direct users to approved information sources. Be open about when and how you will improve the situation. Personalize and humanize your business. Respond in less than 24 hours. Use the opportunity to upgrade your customer to a more expensive product.

Direct users to approved information sources. Be open about when and how you will improve the situation. Personalize and humanize your business. Respond in less than 24 hours.

What should the body of the claim letter do? Check all that apply. Document facts logically, objectively, and unemotionally Include an angry statement explaining your ideas Provide specific details about what went wrong Include original pertinent documents Provide a clear alternative remedy if one exists

Document facts logically, objectively, and unemotionally Provide specific details about what went wrong Provide a clear alternative remedy if one exists

Business letters are a primary channel of communication for delivering messages to recipients outside of an organization. They are powerful tools that can project a positive image of your company, encourage product feedback, and promote future business. When are business letters necessary? Check all that apply. Persuasive, well-considered presentation is important. Information requires fact checking. Sensitivity is inconsequential. Confidentiality is paramount. Recipients are located in another country.

Persuasive, well-considered presentation is important. Confidentiality is paramount.

Which of the following sentences is correctly punctuated? That business began operations on June 18 2008 and continues to be profitable. That business began operations on June 18, 2008, and continues to be profitable. That business began operations on June 18, 2008 and continues to be profitable.

That business began operations on June 18, 2008, and continues to be profitable.

What should you include in the opening of a direct claim letter? A clear statement of the desired action A justification of your request An explanation of the problem

A clear statement of the desired action

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

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

Identify which rule applies to the following sentence. Jeff Doolittle, PhD, and Dorothy Watts, CPA, were both at the dinner last night. Abbreviations written after individuals' names are set off by commas. Place a comma after a coordinating conjunction. Place a comma after a dependent clause.

Abbreviations written after individuals' names are set off by commas.

Which of the following sentences is correctly punctuated? I want this job but, the manager hasn't offered it to me yet. I want this job, but the manager hasn't offered it to me yet. I want this job but the manager hasn't offered it to me yet.

I want this job, but the manager hasn't offered it to me yet.

What strategies should a direct response message use? Check all that apply. Identify the reason for writing in the subject line and any previous correspondence. Close with an open-ended question to promote dialogue. Place the most important information first. Respond to angry inquiries with vague answers. Help readers find additional information by providing clear references.

Identify the reason for writing in the subject line and any previous correspondence. Place the most important information first. Help readers find additional information by providing clear references.

Read the following scenario, and determine what revision should be made. A coworker's father just passed away, and your manager wants to send a sympathy letter. He asks you to proofread the letter. You notice the letter is three pages long, but he accomplishes his purpose within the first paragraph. Delete at least one of the three pages. Keep goodwill messages short. Aim for accomplishing your purpose in a few sentences. Keep the message long but fresh and enthusiastic.

Keep goodwill messages short. Aim for accomplishing your purpose in a few sentences.

Which of the following sentences is correctly punctuated? The road to work by the way was reopened last Wednesday. The road to work, by the way was reopened last Wednesday. The road to work, by the way, was reopened last Wednesday.

The road to work, by the way, was reopened last Wednesday.

What is the value of the real-time feedback of customer comments? Check all that apply. They can help clear up supply chain bottlenecks. They can improve operating instructions. They let companies ignore customer complaints while appearing to be receptive. They can expose product flaws. They offer customers a venue for product trolling.

They can help clear up supply chain bottlenecks. They can improve operating instructions. They can expose product flaws.

Read the following selection, and answer the following question. Dear Dr. Chaos: Subject: Instructions to Activate Your New ACME Death Ray I am sorry to hear that the last page of your ACME Death Ray instruction manual was eaten by your pet alligator. To activate your device, follow these steps: 1.Locate the big, red button in the center of the command console.2.Press the big, red button.3.Rain fiery death upon your enemies. Please contact us if you run into any more difficulties, and thank you again for using ACME for all your world-domination needs. True or False: This is an effective organization for an instruction message. True False

True

Which of the following sentences is correctly punctuated? When, you call don't forget to give them your number. When you call don't forget to give them your number. When you call, don't forget to give them your number.

When you call, don't forget to give them your number.

Read the following scenario, and answer the following question. Your manager asks you for advice about the tone of a request letter they are composing to an irate customer. What advice would you give? Express appreciation in a fresh and efficient manner. Use emoticons within the text to ensure correct tone. Match the tone of the irate customer.

Express appreciation in a fresh and efficient manner.

What should a sympathy letter include? A sensitive subject line Recognition of the good qualities of the deceased General comments that are not to personal

Recognition of the good qualities of the deceased

The quality of information obtained from a request letter depends on the clarity of the inquiry. What techniques can you use to make your request clear? Check all that apply. Place question marks at the end of rhetorical questions. Use the recipient's first name. Set an end date when appropriate. Ask for a specific action. Itemize information to improve readability.

Set an end date when appropriate. Ask for a specific action. Itemize information to improve readability.

5. Goodwill Messages Goodwill messages include messages of thanks, recognition, and sympathy. Taking the time to write these messages gives importance to well-wishing. Which of the following are characteristics of effective goodwill messages? Check all that apply. Supercilious Sincere Sarcastic Specific Selfless

Sincere Specific Selfless