Exam 7: Communicating Routine Messages and Building Goodwill

Consider the request below: Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. Without some divine intervention, our team won't be able to make this month's regularly scheduled meeting. -All of the following statements are true EXCEPT ________.

Consider the request below: Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. Without some divine intervention, our team won't be able to make this month's regularly scheduled meeting. Evaluate this request and suggest how it could be improved.

Which of the following statements would make the best closing for the message?

Which of the following is NOT a typical medium used for announcements from a company to its employees?

Sending a note congratulating a coworker who got a promotion is an example of a goodwill message.

If a company decides to satisfy a customer claim for a refund, exchange, or repair, it is irrelevant whether the response is well written.

The indirect approach ________.

Which of the following statements is NOT true?

Which of the following statements does NOT use the "you" perspective?

All routine messages involve requests or questions.

Which of the following is NOT a benefit of instant messaging?

You work for Say Cheese!, an online digital photo developing service that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order but didn't receive the 15% discount it promised. In researching the claim you see that the coupon was for orders with merchandise totals of $50 or more. The customer's merchandise total was only $47, but since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order. -You opened your message with the positive response that you are granting the claim. As you continue writing your message, which of the following is TRUE?

Which of the following is a "for-your-information" message?

Which of the following is NOT an example of a goodwill messages?

What is the point of sending "for-your-information" messages if they are not related to business information?

Most answers to questions benefit from a direct organization.

Which of the following statements makes it sound as if you are doing the customer a favour?

Sending an email to congratulate a business acquaintance on the birth of her baby ________.

Using the blind carbon copy (BCC)feature of email ________.

The direct approach ________.