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Terms in this set (45)When making a routine request, you should begin with A) an indication of the importance of your request. C) a clear statement of the main idea or request. In the closing section of a routine request, ________ would be out of place. A) asking a series of questions A) asking a series of questions When making a routine request, you should A) use the inductive plan. B) assume that the audience is willing to comply. Which of the following would be the best opening for a routine request? A) Please send me a summary of last month's east region sales data. A) Please send me a summary of last month's east region sales data. In the body of a routine request, you should A) beg the reader to grant your request. B) explain and justify your request. When asking questions in a request message A) begin with the least important question and work your way up to the most important. C) begin with the most important question. When closing a direct request, you should be sure to include A) an apology for taking up the reader's time. C) the time limits involved in your request. In requesting a sales report from a co-worker, you should A) use the indirect approach.
B) get straight to the point. Most simple requests can be handled by explaining A) what you want to know or want the reader to do. D) all of the above. A claim is ________; an adjustment is ________. A) a goodwill message; a means to an end C) a formal complaint; a settlement of a claim Before volunteering someone's name as a reference, always A) assume you have permission to do so. B) ask that person's permission. If you request a recommendation from a person you haven't had contact with recently, you should A) use the opening of your letter to refresh the person's memory. A) use the opening of your letter to refresh the person's memory. The opening of a request for a recommendation should include A) a buffer. C) a statement on why the recommendation is needed. In closing a request for a recommendation, you should include A) an expression of appreciation. D) all of the above. When making claims or requesting adjustments, you should begin by A) complimenting the company for past service. C) providing a straightforward explanation of what the problem is. When making a claim or requesting an adjustment, your close should A) clearly state how angry and disappointed you are. C) request the specific action required to resolve the problem. Routine, positive messages should do all of the following except A) leave your reader with a good impression. B) use an indirect approach. When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say, so. you can use the ________ in your reply. A) interested in; direct approach A) interested in; direct approach In a positive message, present the main idea A) in the first sentence of the middle paragraph. C) right at the beginning of the letter. In a positive message, you should explain your point completely in the A) introduction. B) body. If you have mildly disappointing information to deliver as part of a positive message, you should A) put the negative information in a favorable context. A) put the negative information in a favorable context. If you have strongly negative information to deliver as part of a positive message, you should A) open with the negative information. B) use the indirect approach. In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is A) to be avoided in routine positive messages. B) a good way to build customer relationships. The close of a routine reply or positive message should A) clearly state who will do what next. A) clearly state who will do what next. The closing section of a positive message A) highlights a benefit to the audience or expresses goodwill. A) highlights a benefit to the audience or expresses goodwill. The categories of routine replies and positive messages include all of the following except A) answering requests for information and action. C) refusing applicants' resumes. Which of the following will not help you write routine messages that promote goodwill? A) Providing information your
readers may find helpful C) Including a sales pitch with every routine message Since a social media release emphasizes bullet-point content over narrative paragraphs, bloggers, editors, and others A) are
hesitant to accept the accuracy of the content. B) can assemble their own stories, rather than having to rewrite the material. When you're writing a message of appreciation, A) keep it brief and superficial.
C) mention the names of those whom you want to acknowledge. Direct-to-consumer news releases are A) specialized documents used to share relevant information with the news media. D) general purpose tools for communicating directly with customers and other audiences. When you're responding to a complaint from a customer and your company is at fault, A) deflect
the blame up the supply chain. B) maintain a professional demeanor. When answering requests and a potential sale is involved, one important goal is to A) leave your audience with a good impression of you and your firm. A) leave your audience with a good impression of you and your firm. Most routine informative messages are A) positive. C) neutral. When responding to a customer's request for an adjustment, it is usually sensible to assume that A) if you handle the situation well, the customer will be even more loyal than before. A) if you handle the situation well, the customer will be even more loyal than before. When responding to a customer's complaint about one of your company's services, you should A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." D) avoid blaming anyone in your organization by name. When responding to a claim when your company is at fault, it is best to A) avoid sympathizing with the customer, since it can lead to lawsuits. C) take (or assign) personal responsibility for setting matters straight. When responding to a request for adjustment when a third party is at fault, the best approach is to A) refuse the claim and suggest that the customer sue the third party. C) respond promptly, explaining how the problem will be solved. If you decide to write a letter of recommendation about a job candidate, your goal should be to A) remain neutral about the candidate's suitability for the job. D) convince readers that the candidate has the characteristics necessary for the job. If you plan to grant a claim made by a customer who's clearly at fault, A) pinpoint the customer's shortcomings to discourage future mistakes. B) discourage future mistakes without insulting the customer. If you have serious concerns about the qualifications of a job candidate who has asked you for a written recommendation, you should A) avoid mentioning them in the letter of reference.
C) elect not to write the recommendation. Your comments about a job candidate could be considered defamatory if A) your comments are restricted to job titles and dates of employment.
D) you cannot prove that those comments are true. If you are sending an informative memo to employees about policy statements or procedural changes, you should A) assume that employees will have a neutral response. C) use the body of the message to provide all the necessary details. When offering compliments in a goodwill message, you should A) feel free to exaggerate. C) back them up with specific points. Excluding important negative information about a candidate in a recommendation letter A) is expected—otherwise no one would be able to get a good job. B) has led some employers to sue after hiring the candidate and discovering problems. Condolence messages should A) focus on your own sense of loss. C) be short, simple, and sincere. Sets with similar termsChapter 7- Writing Routine and Positive Messages43 terms staycalmandloveblue Business Communication final exam study guide.80 terms B3aut1ful_bg Chapter 946 terms 11SarahN11 Ch. 624 terms ah5207 Sets found in the same folderBusiness Communication-Chapter 328 terms Sabrina_Barrois Chapter 1685 terms cmay2019 Business Communications Midterm (GWC Bowers)80 terms tpauline97 BCOM ch. 7100 terms lilkinz98 Other sets by this creatorCraps Stick Calls29 terms kaniayadr BLAW CHAPTER 544 terms kaniayadr BLAW CHAPTER 462 terms kaniayadr BLAW CHAPTER 365 terms kaniayadr Other Quizlet setsN247 Chapter 3 Review Questions15 terms mcperkins Health test 520 terms a_brady_2 ISOM Ch. 825 terms kcook2324 geb ch 840 terms joseph_piga Related questions
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Taking into consideration the audience, occasion, and nature of one's message when choosing language for a speech 4 answers When making a routine request using the direct approach you should begin with?Like all other business messages, routine requests have three parts: an opening, a body, and a close. Using the direct approach, open with your main idea, which is a clear statement of your request. Use the body to give details and justify your request, then close by requesting specific action.
When should the direct approach be used if responding to a request for information or action?1. When should the direct approach be used? Answer: When you write messages that contain positive news or straightforward information that is neutral, a direct approach is usually the best choice.
What should the close of a routine request include?Close routine requests by asking for specific action (including a deadline, if appropriate) and expressing goodwill. A courteous close contains three important elements: (1) a specific request, (2) information about how you can be reached (if it isn't obvious), and (3) an expression of appreciation or goodwill.
When making a routine request you should quizlet?In most cases, when making routine requests you should assume that the audience will not comply. When making a direct request, state what you want in the first sentence or two and then follow with an explanation.
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If you request a recommendation from a person you haven t had contact with recently you should
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