Exam 7: Writing Routine and Positive Messages

You are developing a routine request asking the sales personnel in your team to submit their sales figures for the month.Which of the following paragraphs would most effectively close your message?

When stating your routine request upfront,you should ________.

Zack's dishwasher has broken down several times since he bought it six months ago.Zack writes a letter to the company's customer care centre,explaining his problem and requesting that he receive a replacement for the defective product.This is an example of a routine message requesting ________.

Explain why goodwill messages are important.

The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

If your routine message is mixed and must convey mildly disappointing information,put the negative portion of your message in a negative context; don't try to embed it in a favourable context.

When making claims or requesting adjustments,you should ________.

Requests for recommendations and references are routine,so you can organize your inquiry using the direct approach.

As HR manager at Greenview Insurance,you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst.Which of the following sentences is the best opening line to use when using the direct approach for positive messages?

The body of a request for information should ________.

The opening of a written request must contain buffer statements that gradually build up to the main idea,which is introduced in the body of the message.

Which of the following is a strategy for routine replies and positive messages?

When writing routine requests,you must not assume that your audience will comply with your request.

Good-news announcements are often communicated in a ________,a specialized document used to share relevant information with the news media.

You write to your college professor,asking her to vouch for your skills and abilities to a prospective employer.This is an example of a routine request asking for ________.

In order to write a successful news release,you should ________.

For more complex situations you may need to provide ________.

Always include a thank you in advance as part of your goodwill closing.

Please use the information below to answer the following question(s): Weaver Designs, a manufacturer and retailer of earth-friendly clothes for women, received a complaint from a customer that the dress she had purchased from them had faded after just one wash. The customer had asked that she be given a full refund on her purchase. However, all the clothes manufactured by Weaver Designs use natural dyes, which run upon being washed in the machine in hot water, which this customer indicated she had done. The washing instructions are clearly printed on the labels of all garments manufactured by Weaver and on the packaging. Nevertheless, in order to build customer goodwill, the company decides to offer to replace the garment with an identical piece. -Which of the following would be most effective as the closing for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

Please use the information below to answer the following question(s): Weaver Designs, a manufacturer and retailer of earth-friendly clothes for women, received a complaint from a customer that the dress she had purchased from them had faded after just one wash. The customer had asked that she be given a full refund on her purchase. However, all the clothes manufactured by Weaver Designs use natural dyes, which run upon being washed in the machine in hot water, which this customer indicated she had done. The washing instructions are clearly printed on the labels of all garments manufactured by Weaver and on the packaging. Nevertheless, in order to build customer goodwill, the company decides to offer to replace the garment with an identical piece. -Which of the following would be most effective as the opening statement for a message from a customer service executive of Weaver Designs to the customer,granting the claim?