SCMA 325 Chapter 10
Which of the following is true regarding routine requests?
Much of the vital communication between a company and its customers is about routine matters.
Anya is composing a message that includes information regarding the nature of her relationship with a former employee. What type of message is she writing?
Responding to a request for a recommendation
Jin is requesting an adjustment. She is providing a complete, specific explanation of the details of the problem. Which part of the message is Jin working on?
body
Kali is explaining her request. She is working on the ___________ of her message.
body
When sending routine replies and positive messages you should explain all the relevant details idea in the _____________ of the message.
body
Ariana is including an expression of gratitude in her message. Ariana is working on the __________ of her message.
close
Highlighting a benefit to the reader should be done in the _________ of the message.
close
Jackie is requesting an adjustment. She is politely requesting specific action that needs to be taken. Jackie is working on the ____________ of her message.
close
Liam is writing a request for a letter of recommendation. Liam is expressing his appreciation for the letter and including the full name and address of the person to whom the letter should be sent. Which part of the message is Liam working on?
close
Rohana is using the direct approach and she is requesting specific action. Rohana is working on the _____________ of her message.
close
A brief personal message written to comfort someone after the death of a loved one is referred to as a(n) ____________ letter.
condolence
Isaac is sending a message to an employee that recently got married. Isaac is sending a message of __________________________.
congratulations
If a request for information or action is a simple yes or some other straightforward information, the __________ approach is appropriate.
direct
When announcing good news, you should use the __________ approach.
direct
When sending routine replies and positive messages you should use the __________ approach.
direct
When writing a letter of condolence, you should __________________________.
keep it short, simple, and sincere
Amar is sending a formal complaint to a company because the product he purchased is faulty and he is not satisfied. Amar is ________________________.
making a claim
A press release is also known as a _________ release.
news
Antonio is writing a request for a letter of recommendation. He is clearly stating why the recommendation is required. Which part of the message is Antonio working on?
opening
When sending routine replies and positive messages you should place your main idea in the _____________of the message.
opening
Greg is preparing a message about a project update. Greg is __________________________.
preparing a routine informational message
A specialized document used to share relevant information with the media is known as a __________ release.
press
Traci is using the opening of her message to trigger the reader's memory of the relationship they had, the dates of their association, and any special events or accomplishments that might bring a clear and favorable picture of her to mind. Traci is ___________________________________.
requesting a letter of recommendation
Jeremy is requesting a settlement of a claim. Jeremy is ______________________.
requesting an adjustment
Caleb is preparing a message that sympathizes with the customer's frustration. Caleb is _______________________________.
responding to a request for an adjustment