Chapter 10

How can most routine communications be classified?

As neutral

Miranda's company has just created a new version of its popular app, and she is charged with publicizing it. She wants to show people how it works because it differs significantly from the previous version. What would be the best way for Miranda to publicize the new app?

Create a social media release.

Which of the following messages requires a direct approach?

A message informing a consumer about a firm's willingness to replace a defective product

Which of the following is an example of a positive message?

A news release about the opening of a new manufacturing plant in Nevada

Which of the following messages requires an indirect approach?

A reply to a customer that your firm is refusing to replace a product

What should a courteous close contain?

A request for specific action, your contact information if it's not obvious, and an expression of appreciation

Janelle is looking for a new job. She needs to ask her manager at her old company for a recommendation. What type of communication is this?

A routine request

__________ the message using the chosen medium in the stage of completing a routine or positive message.

Distribute

Which of the following is a good guideline for writing routine business requests?

For simple requests, use the direct approach.

Which of the following is true of routine replies and positive messages?

In a routine reply, if follow-up action is required or expected, the close is used to identify who will do what and when that action will take place.

Which of the following is a positive message but not a goodwill message?

Offering a person a job

Which of the following is a good guideline when it comes to writing routine replies and positive messages?

Place the main idea or the good news in the opening.

__________ the message to review for errors in layout, spelling, and mechanics in the completing stage of a routine or positive message.

Proofread

Amal ordered a rug from an online retailer, but when it arrived, it was the right pattern but wrong size. How should Amal communicate her problem to the retailer?

She should send the company a professional-sounding message that states the problem and assumes the company will fix it.

What is an appropriate way to respond to a routine claim if your company is at fault?

Sympathize with the customer and explain how you will resolve the situation.

What should you do if your company is at fault and a customer is making a claim?

Sympathize with the customer's frustration and explain how you plan to resolve the issue.

Which of the following is true of routine replies and positive messages?

The close does not usually ask the reader to do anything.

What is a courteous close?

The end of a routine request that includes a request for a specific action, your contact information if it's not obvious, and an expression of appreciation

Which of the following is true of writing routine requests?

You should assume your audience will comply.

_______ is the settlement of a claim.

an adjustment

When responding to a customer complaint, you should do all of the following EXCEPT ____.

make an exaggerated apology to show the customer you really care

Normally you don't have to take special steps in anticipation of emotional reactions from readers with most routine communication because it is __________.

neutral

For routine replies and positive messages you should __________.

place the main idea or the good news in the opening

When responding to a customer complaint, you should ___.

take personal responsibility for making things right

Which of the following describes a claim?

A formal complaint