Business communication study guide 8

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.

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

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

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.

Social media has 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 Phase 3 of the 3-x-3 writing process, Quinn asks the following questions about the 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, Quinn is evaluating the message for ________.

clarity

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

false

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

false

Chao is writing an adjustment letter granting the customer's claim request. Chao 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

Goodwill messages should ________.

include specific incidents or characteristics of the receiver

Ren 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, Ren should prepare a ________ and send it to the client.

letter

Writing for social media ________.

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

Reagan is writing the opening for a business message that makes a routine request. Reagan believes the request will be received positively; therefore, Reagan should begin with ________.

the main idea

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