Exam 7: Writing Routine and Positive Messages

When stating your routine request upfront, you should ________.

You are Manager, Customer Services, at Famous Watches. You have received a complaint from a customer stating that his watch has stopped working ever since the time he wore it when he went diving. This particular model, though water resistant, cannot be worn when underwater. This information is clearly given-with graphics-on the reverse of the watch, in the user manual enclosed with the product and on the packaging. However, in order to build goodwill, the company decides to provide free service and parts to repair the watch. Draft an email to the customer, communicating the company's decision, making up any details that you may need.

When writing positive letters you should close with ________.

Outline an effective strategy for writing routine replies and positive messages.

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 ________.

When explaining and justifying your routine request in the body of your message, you should ________.

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

The body of a request for information should ________.

The most common types of routine messages are asking for information or action, asking for recommendations, and making claims and requesting adjustments.

When writing condolences, you should ________.

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________ or ________.

The closing of a routine request message should include ________.

Which of the following is TRUE about sending goodwill messages?

When writing condolences, you should ________.

When making claims or requesting adjustments, you should open with a(n) ________.

It is a good idea to begin a routine request with a personal introduction. If the readers don't know who you are they are unlikely to comply.

When explaining and justifying your routine request in the body of your message, you should ________.

As an expert in business communication, you realize that the following line in the closing of Roza's message is not likely to be effective: "I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily." Which of the following statements would best replace these lines?

Which of the following is TRUE about points to keep in mind when developing routine requests for recommendations?

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