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Exam 8: Positive Messages

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Question 41

Essay

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You are a landlord for an office building. You just received a claim letter from a tenant asking for a refund of $3,000 for a duplicate rent payment in June. You check your records and find out that the June rent was deducted twice from the tenant's bank account. You think this must have been a bank error, but the double amount was transferred to your bank account. Write an adjustment letter to the tenant, and enclose a refund cheque. Write only the body of the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.

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Student answers will vary. The letter sh...

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Question 42

Multiple Choice

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Which of the following is the best closing sentence for direct response message?

A) If I may be of further assistance, please don't hesitate to contact me.
B) Thanks and respectfully yours.
C) Once you've read the information, call us for an on-site consultation.
D) We hope that we may be of service to you in the near future.

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Question 43

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Most routine request and response messages should be organized using the indirect strategy.

An effective opener for a message replying to a customer's request might be Yes, our retreat facilities, which can accommodate 126 people, are available on March 9-12, 2018.

Because sympathy notes can be difficult to write, you should always purchase a commercial, preprinted sympathy card to make the best impression.

Action information and deadlines belong in the ____________________ of a routine request message.

Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

Which of the following should you do in the body of a direct claim letter?

____________________ (or straightforward) claims are those to which you expect the receiver to agree readily; these claims are written using the direct organizational pattern.

Which of the following will make messages explaining instructions most readable?

Although e-mail is incredibly successful for both internal and external communication, many important messages still call for letters. Business letters are necessary in four situations. List and give a work-related example of each of these situations.

Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use?

Even in an age of digital communication, claims written as ___________ are taken more seriously than telephone calls or e-mails.

In which of the following ways should instruction messages be written?

Adjustment messages that grant customers' claims should be written using the ____________________ organizational pattern.

When writing a positive review of a company or product, it's best to include suggestions for improvement.

What is the most accurate statement about sending goodwill messages, including thank-you and sympathy messages?

As you prepare to write a business message, you should first ask, What communication channel should I use?

Hailey booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. Which of the following would be the best way for Hailey to communicate her unhappiness with the accommodations?

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.