Ch 6

Which statement about the format of a business letter is most accurate?

Which of the following sentences represents an appropriate end date in a claim message?

In which of the following situations should you send a letter instead of an e-mail message?

All of the following are considered routine business messages except

When service is involved in a claim, you should

Which of the following sentences would be least effective in a sympathy note?

A popular format of business letters, called _____________________ style, aligns all parts on the left of the page.

Although e-mail is successful for both internal and external communication, you should still use letters when

Which of the following would be the most effective closing statement in a routine action request message?

Dean has decided to include an apology as part of an adjustment message he is writing. Where in the message should he include it?

Which of the following openings is most appropriate for a claim message?

Sending a goodwill message via e-mail (vs. a handwritten note) is acceptable if

Which of the following is not a goal when writing adjustment messages?

Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

When sending condolences, which of the following should you aim to do?

You can improve the effectiveness of a claim message by

Which of the following statements about claims is most accurate?

The _____________________ of a direct reply letter generally refers in abbreviated form to previous correspondence and/or summarizes an earlier message.

What is the best advice for writing goodwill messages?

Which of the following is the best opening for a note expressing thanks for a gift?

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

Business letters are typically sent

Goodwill messages should be short, selfless, specific, spontaneous, and

Which part(s) of your messages are readers likely to find most interesting and read first?

In responding positively to a claim, begin the message with

Which of the following is the most appropriate opening for an adjustment message granting a claim?

Which of the following would show confidence in the closing of an adjustment message?

Messages expressing thanks should

Which of the following sentences is an example of sensitive language in an adjustment letter?

In the popular block letter format, which of the following guidelines apply?

The body of a routine request message presents

One important guideline when preparing instructions is to

Most companies receiving a claim message tend to

Smart businesses regard complaints from customers as

End dates and specific actions in a routine request message should be placed in the

Minimizing I when praising others to a good way to ensure that your message is

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

Which of the following is the most effective opening sentence for a response message?

Which of the following represents the most appropriate apology in an adjustment message?

In writing messages that deliver instructions, what advice should you follow?

Frontloading a message refers to

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

Which of the following is an effective opening for a routine request message?