When you are offering a positive response to an inquiry, your goal is to ______.

1. Routine Messages: E-mails, Memos, and Letters

Written communications fall into two categories: paper-based and electronic. Which of the following are paper-based messages? Check all that apply.

E-mails Instant messages Interoffice memos Business letters Points: 1 / 1

Close Explanation Explanation: Paper-based communication channels include business letters and interoffice memos. Electronic communication channels include e-mail, instant messages, text messages, podcasts, blogs, and wikis.

Choose the correct word to complete the sentence.

A(n) business letter is usually the best channel to use when you need to communicate outside

your organization, to keep a permanent record, and to maintain confidentiality.

Points: 1 / 1

Close Explanation Explanation: A business letter is the best channel to choose for messages sent outside the organization when a permanent record is necessary, confidentiality is important, sensitivity and formality are essential, and when you need to make a persuasive, professional presentation.

Business letters are a primary channel of communication for delivering messages to recipients outside of an organization. They are powerful tools that can project a positive image of your company, encourage product feedback, and promote future business.

When are business letters necessary? Check all that apply.

Confidentiality is paramount. Persuasive, well-considered presentation is important. Recipients are located in another country. Sensitivity is inconsequential. Information requires fact checking. Points: 0 / 1

Close Explanation Explanation: Business letters are necessary when a permanent record is required, confidentiality is paramount, formality and sensitivity are essential, and a persuasive, well-considered presentation is important.

Business letters are important for any transaction that requires a written record and

confidentiality.

Points: 1 / 1

Close Explanation Explanation: Business letters provide a permanent written record and a high level of confidentiality. Companies often use business letters to deliver contracts, explain terms, exchange ideas, and negotiate agreements.

Read the following scenario, and answer the following question.

Your company is producing a phone with a new video feature. You need to review design specifications with the production company overseas. You don’t want other companies to know about the new video feature before the product hits the market.

Why is it important to send a business letter in this situation?

Business letters are more likely to be misdirected than e-mails. Business letters are less persuasive than e-mails. Business letters can be confidential. Points: 1 / 1

Close Explanation

Read the following scenario, and answer the following question.

A coworker asks you for advice on how to communicate a strict deadline in a request letter.

What advice would you give?

Give an approximate date for the deadline. Set an end date to take action and explain why. Apologize for the need to set a deadline to soften the message. Points: 1 / 1

Close Explanation Explanation: Don’t make your readers guess what action to take. Save time and increase clarity by stating a specific action and deadline.

The quality of information obtained from a request letter depends on the clarity of the inquiry. What techniques can you use to make your request clear? Check all that apply.

Frame your request logically. Set an end date when appropriate. Itemize information to improve readability. Use the recipient’s first name. Organize your ideas. Points: 1 / 1

Close Explanation Explanation: Write clear requests by analyzing your needs, organizing your ideas, framing your request logically, itemizing information, making lists parallel and balanced, requesting a specific action, and providing a clear end date when appropriate.

In the workplace, you will often write messages that reply directly to requests for information or action. Using the direct message pattern will help you respond clearly and effectively.

Complete the following sentence with the best choice.

Effective direct reply letters supply explanations and additional information.

Points: 1 / 1

Close Explanation Explanation: The body of a reply letter should contain explanations and additional information. Arrange this information logically and concisely, using graphic highlighting when needed.

Read the following selection, and answer the following question.

Dear Ms. Hunter: Subject: Credit Reimbursement Request for Account #45 673 Your account will be credited for the erroneous charges. Thank you for bringing this error to our attention. You will receive credit notification by mail in 5–7 working days.

True or False: This is an effective beginning for a direct reply letter.

True False Points: 1 / 1

Close Explanation Explanation: True. This is an effective beginning for a direct reply letter because the opening is direct, placing the most important information first, and it includes a clear and specific subject line that is located below the salutation.

Which technique should you use to promote your business when responding to a customer’s inquiry?

Satisfy the inquiry and take the opportunity to introduce another product as well. Start the letter with a sales pitch. Use “we” language to promote recognition. Points: 1 / 1

Close Explanation Explanation: To promote your business, build goodwill by using the “you” view, by satisfying the inquiry, and by taking the opportunity to introduce another product or service as well.

Do not argue or assign blame. Points: 0 / 1

Close Explanation Explanation: When responding to customers online, be positive, transparent, honest, timely, and helpful.

Read the following selection, and answer the following question.

Dear Dr. Chaos: Subject: Instructions to Activate Your New ACME Death Ray I am sorry to hear that the last page of your ACME Death Ray instruction manual was eaten by your pet alligator. To activate your device, follow these steps:

1. Locate the big, red button in the center of the command console.

2. Press the big, red button.

3. Rain fiery death upon your enemies.

Please contact us if you run into any more difficulties, and thank you again for using ACME for all your world-domination needs.

True or False: This is an effective organization for an instruction message.

True False Points: 1 / 1

Close Explanation Explanation: True. This is an effective organization for an instruction message. The subject line summarizes the content of the message. The opening expands on the subject line. The instructions in the body are presented in the order to be carried out, and the imperative mood is used. The closing requests a specific action and presents a closing thought.

3. Direct Claims

Claim letters record complaints and often seek the correction of a wrong action.

Complete the following sentence about claim letters that use a direct approach.

You should use a direct approach to write claim letters when you expect the receiver to agree

with you.

Points: 1 / 1

Close Explanation Explanation: Direct claim letters are taken more seriously than e-mails and provide a written account of what happened. When you expect the receiver of the claim to agree with you, you should use a direct approach because no persuasion is required.

What should you include in the body of a direct claim letter?

An end date A logical and objective explanation of the facts A courteous statement and summary Points: 1 / 1

Close Explanation Explanation: The body should provide an explanation of the facts in an unemotional and logical manner, so the difficulty can be corrected without further correspondence.

Select the most appropriate opening for a direct claim letter when the remedy is obvious.

I recently purchased a Stratus Balance Ball. The box arrived empty yesterday. When I opened the box, I expected to find the ball, but there was only a hand pump in the box. Because I did not receive the actual Balance Ball, I would like a full refund.

Please consider my request. I recently purchased a Stratus Balance Ball through your website. The box came yesterday, but there was no Balance Ball inside. I would like a refund, please.

Please send me a full refund for the Stratus Balance Ball I recently purchased on your website. Yesterday, the Balance Ball box arrived empty. Points: 1 / 1

Close Explanation Explanation:

and those who receive payment (or gifts) must say so in their post. Responses should work to correct the issue, not focus on the person who made the comment.

Which of the following is most likely to achieve a positive corporate response when you are posting a complaint on a social media site?

Offset criticism with positives Explain the whole story and your feelings about the events that happened Keep comments anonymous Ask your review or complaint to be taken off the social media site as soon as possible Points: 1 / 1

Close Explanation Explanation: To be fair, include some positive comments in your complaint, without gushing about the company too much. This will show that you are a legitimate consumer. Any post made on social media may remain posted indefinitely. While complaints and inappropriate comments can be removed, it would be a low priority for an organization to do so. Be open, even anonymous comments can be tracked down. Privacy policies do not protect writers from subpoenas. Verify posting rules and keep all posts clean, polite, and to the point. Providing too much detail may cause your message to lose value.

4. Adjustment Messages

When you respond favorably to a customer’s claim, you need to write an adjustment letter. An adjustment letter follows a direct pattern.

What should you include in the opening of an adjustment letter?

A statement blaming the shipping company An assurance that the problem has been solved and an expression of appreciation for past business

A guarantee that the situation will never occur again Points: 1 / 1

Close Explanation Explanation: Continue to restore confidence in your closing by ensuring the problem has been solved and thanking the company for past business.

What should an adjustment letter focus on? Check all that apply.

Blaming the customer Apologizing Communicating compliance Explaining the resolution to the problem Preventing a recurrence of the problem Points: 1 / 1

Close Explanation Explanation: The three primary goals of an adjustment letter are rectifying the wrong, regaining customer confidence, and promoting further business.

Read the following message opening, and answer the following questions.

To whom it may concern: Subject: Information on Request We were sad to see you sent in a letter complaining about your defective car stereo system’s warranty. Let me explain our policy regarding warranties. We normally honor warranties only from the date of purchase; however, because your situation is special, we will have to comply with your request. My supervisor has agreed to replace your unit for free.

Choose the best revision for the salutation.

Dear Mr. Enriquez: Mr. Enriquez: Dear Sir: Points: 1 / 1

Close Explanation Explanation: “Dear Mr. Enriquez:” would be the best revision for the salutation because it addresses the recipient in a direct and respectful manner.

5. Goodwill Messages

Goodwill messages include messages of thanks, recognition, and sympathy. Taking the time to write these messages gives importance to well-wishing.

Which of the following are characteristics of effective goodwill messages? Check all that apply.

Sentimental Spontaneous Specific Short Serendipitous Points: 1 / 1

Close Explanation Explanation: Goodwill messages are most effective when they are selfless, specific, sincere, spontaneous, and short.

Read the following scenario, and determine what revision should be made.

A coworker’s father just passed away, and your manager wants to send a sympathy letter. He asks you to proofread the letter. You notice the letter is three pages long, but he accomplishes his purpose within the first paragraph.

Delete at least one of the three pages. Keep goodwill messages short. Aim for accomplishing your purpose in a few sentences. Keep the message long but fresh and enthusiastic. Points: 1 / 1

Close Explanation Explanation: While goodwill messages can be as long as needed, they express your message best when you convey your purpose briefly.

When writing a letter of thanks for hospitality, what should you include?

A flowery description of the delicious appetizers A specific compliment regarding the food, surroundings, hosts, or good company A reminder about next week’s meeting with the shareholders Points: 1 / 1

Close Explanation Explanation: Personalize your message with specific examples, incidents, or characteristics of hospitality. Convey unrelated business matters in a separate communication.

What should a sympathy letter include?

General comments that are not to personal A sensitive subject line Recognition of the good qualities of the deceased Points: 1 / 1

Close Explanation Explanation: Offering recognition of the good qualities of the deceased will personalize your message and convey sincere goodwill.

Which goodwill messages should be answered?

A message that offered praise None; responding to goodwill messages is a waste of time. Only goodwill messages from your superiors. Points: 1 / 1

Close Explanation Explanation: Messages that offer praise are attempts to connect personally; they are efforts to reach out, to form professional and/or personal bonds. Failing to respond to notes of congratulations and most other goodwill messages is like failing to say You're welcome when someone says Thank you.

What should come first in a favorable response?

Which of the following is most likely to achieve a positive corporate response when you are posting a complaint on a social media site?

What is a secondary goal that is achieved by writing an acknowledgment with a warm personal tone?

Which of the following best describes why you would include an explanation in a routine inquiry?