Chapter 8 vocab business communication

Frequently Asked Questions (FAQ)

A page that provides answer to common customer questions

Routine requests

Are expected of the receiver, things like request for materials, information, and services

Directions

Are step to get from point a to point b

Instructions

Are steps that must be followed in sequence or directions for the reader

Request

Asks the reader for some type of response

Marketing

Consists of persuasive activities that identify, anticipate, and satisfy customer needs

Persuasive

Is a message to convince the reader to take a certain course of action

Courtesy response

Is a message written to confirm that a message was received and action was taken

Advertisement

Is a non personal sales message that is paid for a sponsor

Press release

Is a sales message talking a story about an by a company

ADIA

Is an acronym that stands for attention, interest, desire, and action

Diplomacy

Is the tactful handling of a situation to avoid offending the reader

Propaganda

Is to influence the audience with biased information

Sales message

Is used to persuade the reader to spend money for a product or service, either immediately or later

Confirmation message

Message written to confirm a verbal agreement made with a customer, client, or colleague

Special requests

Require planning and an approach that will create a positive response

Persuade

Someone is to convince that person to take the course of action you propose

transmittal message

is routine communication accompanying documents or other materials attached to e-mails or sent by a delivery service