Exam 6: Delivering Good- and Neutral-News Messages

The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application.

Which of the following requires an individualized acknowledgment message?

An attempt at resale or sales promotion is inappropriate in a favorable response to a claim message.

The strategies for structuring effective good- and neutral-news messages

An advantage of the deductive organization of good- or neutral-news messages is that it helps receivers save time because they can understand the important idea and then move rapidly through the details.

Memorandums, or memos, are appropriate for communication both inside and outside the company.

An acknowledgment message is sent to indicate an order has been received and processed.

Your company has decided to require all employees to wear picture ID badges, starting next week. Numerous steps are involved to get a photo ID. What would you do to alert the employees of the requirement?

When writing complex procedures that should be completed in a particular order, which method is BEST?

Extension of Credit to InfoSearch You have received a request for credit from a company called InfoSearch for online databases available from your company. You are a vendor for information databases, and subscribers to your services may contract for 12-month access to this information. You offer various service packages that provide access to specific databases. InfoSearch wants the Standard Package which allows access to a selection of your company's available databases. The extension of credit will allow InfoSearch to order additional levels of service as needed and pay for them on a monthly basis. Required: Send a letter, stating that credit is granted, to Olena Androgenski at InfoSearch.

Appreciation letters that are not sent in a timely manner may arouse questions about the sender's motive.

As compared to letters, memos and email are channels for sharing information of a somewhat ____ nature.

Your staff has worked hard to successfully complete a project for a large advertising client. Which of the following is the BEST way for you to express thanks to the staff?

Which of the following is recommended advice when writing an appreciation message?

After consideration of a customer's request for a partial product refund due to repeated repairs, you have determined that you should comply. Which of the following is NOT part of your effective adjustment message?

It is acceptable to send a message of appreciation that includes strong, somewhat exaggerated language when the sender believes the statements to be true.

When you provide credit information about another person, you have an ethical and legal obligation to

Which of the following guidelines for writing messages extending credit is FALSE?

Depending on the situation, a thank-you message can be handwritten, printed on letterhead, or sent electronically.

Manual, a credit supervisor, must write a letter informing a new client that her credit application has been approved. What writing sequence should he use?