BUSI ch 8

Determine whether the comments violate your established social media comment policy.

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

Savvy

The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?

present details that explain your request

The body of a routine message that requests information or action should ________.

save her supervisor's time

Allison has used a bulleted list, ample amounts of white space, and headings in an e-mail message to her supervisor. In doing so, she is trying to ________.

sincere

Avoiding pretentious, formal, or flowery language is the best way to ensure that your goodwill message is ________.

closing

Deadlines and action information should be placed in the ________ of a routine request message.

the opening

Kevin is writing a routine e-mail request that he believes will be received positively. The main idea or purpose of his message should be placed in ________.

vertically using numbers

Messages providing instructions will be most readable if you arrange the steps ________.

the direct strategy

Routine request and response messages should be written using ________.

the matter requires confidentiality

A business letter is a better channel choice than e-mail when ________.

question

The first sentence of an information request is usually a(n) ________ or a polite command.

routine, positive messages

The majority of your writing on the job will involve ________.

open with a clear statement of the problem or with the action you want the receiver to take

The opening of a direct claim letter should ________.

People like to hear apologies. It raises their self-esteem, shows the humility of the writer, and acts as a form of "psychological compensation."

What is the most accurate statement about apologizing in an adjustment message?

Letters establish a record of what happened more convincingly than other communication channels.

What is the most accurate statement about direct claim and complaint messages?

Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured.

What is the most accurate statement about goodwill messages?

Social media posts can make complainers seem irrational.

What is the most accurate statement about posting complaints online?

If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost, then sending an e-mail goodwill message is acceptable.

What is the most accurate statement about sending goodwill messages e via e-mail?

remember that smart businesses know that retaining a customer is far less costly than recruiting a new one

When developing the tone for a claim letter, ________ .

Handwritten notes for goodwill messages are the most impressive and lasting.

Which of the following is most accurate about sending goodwill messages via e-mail?

Please credit $36 to my account by December 31, when my next billing cycle begins.

Which of the following is the best closing for a straightforward claim letter?

Please answer the following questions about your office printers.

Which of the following is the best example of placing the most important information first in a routine information request message?

Please credit my Visa account for $36, the amount I was overcharged on November 8.

Which of the following is the best opening for a straightforward claim letter?

Here are the answers to the questions you asked about our banquet facilities.

Which of the following is the best opening sentence for a direct response message?

Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.

Which of the following is the best statement to include in a goodwill message?

Your June 5 Inquiry About Barcelona Travel Packages

Which of the following is the most effective subject line for a routine response message?

Your prompt reply will allow us to serve you faster and better.

Which of the following statements most effectively focuses on reader benefits?

Analyze the purpose of the letter and the reader.

Will has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he do first?

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

Writing for social media ________.

In a bulleted or numbered list in the body of your message

You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?

Use a friendly, upbeat, professional tone.

Your firm's policy is to respond to selected comments your customers make on Facebook and Twitter. What should you do when responding to these comments?

is equivalent to saying You're welcome when someone has said Thank you

Your response to a congratulatory note or other goodwill message ________.