Exam 7: Communicating Routine Messages and Building Goodwill

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. -Which of the following would NOT be appropriate in a closing to this message?

Which of the following is NOT a routine message?

Goodwill techniques are just embellishments to make a message sound more polite.

Wherever within a message you place your request, phrase it so that your audience knows exactly what you are asking.

Internal benefits include all of the following EXCEPT ________.

Your boss calls you on the phone and asks if you can have the report you're working on finished two days earlier than scheduled. You weren't expecting this question and don't feel that you can provide a definitive answer on the spot. Which of the following would be your best reply?

Why might a thank-you note that is perfectly appropriate in Canada be inappropriate in an Asian culture?

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. -Which of the following is the best way to state this in your reply?

All of the following are considered to be routine messages EXCEPT ________.

Discuss the ethics of the blind carbon copy (BCC)feature in email.

After a job interview, you decide to send a handwritten thank-you letter. This ________.

Alyssa shies away from using the direct organizational approach in her requests, as she feels it is rude and inconsiderate to blurt her request out at the start of a message. Do you agree?

You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.

Which of the following is a routine announcement?

Avoid just ________ your request, which requires your audience to figure out exactly what you want.

All of the following are examples of routine business requests EXCEPT ________.

A "you" perspective ________.

________ are messages that publicly notify an audience of information they need or want to know.

Which of the following best expresses the role of goodwill in business?

Before you can roll out the new database system you have designed, you need employees in departments across the company to volunteer to test it. You are drafting an email that will be sent to all employees to persuade them to help with this testing. -You mention that those who complete five hours of testing will earn an Amazon.com gift certificate. This is an example of ________ benefit.