Exam 8: Writing Routine and Positive Messages

List the three major categories of common routine requests.

Explain what you should include in an effective recommendation letter.

When you agree to make an adjustment even though the buyer technically was at fault,a courteous tone is less important.

"I am pleased to inform you that..." is a good standard opening for a positive message.

In the final section of a request message,thank the reader in advance for cooperating.

The most difficult recommendation letters to write are those for truly outstanding candidates.

In the middle section of a request message,you _____________

Because requests for recommendations are persuasive messages,you should use the indirect approach.

Use a __________ approach for positive messages.

If the middle section of your request letter contains a series of questions,the most important question is saved for last.

A letter of request closes with a request for a specific response,an expression of appreciation,and information on how the writer can be reached.

Briefly explain why it is so difficult to write recommendation letters for excellent candidates.

Dissatisfied customers make a(n)__________ or request a(n)__________.

When making a request,you _____________

How can a request for information re-establish a relationship with former customers or suppliers?

Explain why goodwill messages are important; then describe at least two characteristics of effective goodwill messages.

When a potential sale is involved,after you present the key information,you should _____________

The __________ of a routine request makes a request for a specific response and expresses appreciation or goodwill.

Your response to a complaint depends on both your company's policies for resolving such issues and your assessment of whether the company,the customer,or some third party is at fault.

A request for specific action or to express the desire for a solution should be part of your opening in a claim letter.