chapter 9 BCOM part 2

To be an effective routine message, a claim should do which of the following?

-Explain why the claim is being made. -Specify what the claim is. -Make a call to action.

Which of the following are effective elements in a routine message for making a claim?

-a focus on the merits of the claim -a compliment -a polite request

Which of the following are potential business-related costs of making an apology?

-a permanent record in a performance review -an implication of legal responsibility

Which components should be included in an effective message of appreciation?

-an expression of thanks. -a statement of goodwill. -a brief rationale.

Which of the following are elements of an effective announcement?

-careful organization -complete information -positive wording

An effective announcement generally contains which of the following items?

-complete details -attention-getter

An announcement should include which of the following components?

-concise wording -organized information

Factors that lead to personal offenses include

-different communication styles. -careless comments. -personality clashes.

An ineffective announcement might include such flaws as

-jumbling too much information together. -incomplete information.

When you express sympathy to a professional contact over a death, you should

-keep the expression brief. -handwrite the expression on a nice card. -make the note personal

Sending thank-you notes can accomplish which of the following?

-maintain strong working relationships -boost repeat business

Which of the following are components of a claim?

-stating goodwill -providing a rationale -giving a call to action

The most effective thank-you notes are

written by hand. sent promptly. sincere.

A company writes to one of its suppliers, requesting an adjustment to the invoice for a recent shipment because some of the merchandise was missing. This type of business message is known as ______.

a claim

Why is it not advisable to compose a business message that includes step-by-step instructions written in narrative form within a paragraph?

The narrative format for instructions is more difficult to follow.

An appreciation message should be which of the following?

genuine personal simple

Apologies become ineffective when they are

insincere. vague. cliché.

When making a claim, your message will be more effective if it balances ______ with ______.

directness; politeness

In business correspondence that includes procedures and directions, ______ the steps to differentiate them from each other.

number

When responding to inquiries, which of the following are the three best ways to set off separate questions?

numbered lists special formatting bullets

Effective apologies will achieve important results, such as

repairing working relationships. rebuilding your reputation.

Thank-you notes for customers and clients ______, whereas thank-you notes for colleagues ______.

require more formality and respect; should be more casual but not excessive in showing appreciation

Which of the following statements about routine messages called claims are correct?

-Long-term relationships should be respected. -The purpose is to have the other company comply with your claim.

Polls have shown that ______ of employees say that supervisors thank them daily.

10%