question

When are business letters preferred over emails

answer

a permanent record is required confidentiality is paramount formality and sensitivity are essential

question

Letter is the best communication channel when...

answer

a persuasive well considered message is required

question

First thing do do when writing a letter

answer

analyze the purpose of the letter and reader

question

3 phases of positive messages and writing process

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analysis, anticipation, and adaptions research, organization and drafting editing, proofreading, and evaluating

question

Correspondence for everyday business transactions consists mainly of

answer

routine request and responses

question

Routine business letters should be written using what strategy

answer

direct strategy

question

Great business writers do what in the opening paragraph of a routine letter

answer

state immediately why they are writing b/c the purpose of routine letter go in the opening

question

Example of frontloading info

answer

Please answer the following questions about your....

question

Body of routine letter

answer

presents details that explain your request or response

question

If you ask a series of questions in a routine letter, what is the best way to present these questions

answer

in a paragraph in the body of your letter

question

Best advice for writing the body of a routine business letter

answer

the biggest problem in business writing is poor organization

question

3 characteristics that distinguish good letters

answer

clear content correct form tone of goodwill

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What should you do to make sure the content of your letter is clear

answer

use short sentences and paragraphs

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How to achieve a tone of goodwill

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present the message from the readers point of view

question

Example of statement that demonstrates a goodwill tone

answer

your application for the financial analyst positions has been reviewed

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What should you do to make sure letter you are sending is properly formatted

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use block style or another accepted letter format

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Most accurate statement about formatting business letters concerning carefully formatted letters

answer

they reflect the writers carefulness and experience

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What the first thing you do before writing a routine letter that requests info

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consider its costs in terms of your time and workload

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Example of question that will elicit the most info when asked in a letter requesting info and action

answer

what brands and models of smart phones do you recommend

question

You are writing a letter asking for info and want to show appreciation to the reader in the closing. What statement should you use

answer

I appreciate this information b/c it will allow me to make an effective decision about which plan to choose

question

what is a claim

answer

when a customer must write to identify or correct a wrong the letter is called a claim

question

What is a straight forward claim

answer

those which you expect the receiver to agree with readily and are written using direct organizational pattern

question

Examples of situations justifying a straightforward claim

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transmission in your car gave out within the warranty period shipment arrived two weeks after it was promised your credit card was billed twice for a purchase

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What is an accurate statement regarding striaghforward claims Adjustment letter

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written claims are taken more seriously than claims made by phones

question

The opening of a straightforward letter should open with 1 of what 2 possibilities

answer

a clear statement of problem the action you want the receiver to take

question

Example of a good opening for a straightforward claim letter

answer

please credit my visa account for $20, the amount i was overcharged on March 12

question

What should you do in the body of a straightforward claim letter

answer

mention that you have enclosed copies of all pertinent documents

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Example of most effective subject line for a direct reply letter

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Your June 5 Inquiry About...

question

What strategy do straightforward claims use

answer

direct

question

Goals in writing adjustment letters

answer

rectify a wrong regain customer confidence promote future business

question

Best opening for an adjustment letter

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we have credited your account for $20 as a refund for your dining experience

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What should you do in body of adjustment letter

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explain how you are complying with the claim

question

5 S's of goodwill message

answer

selfless specific sincere spontaneous short

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Most accurate statement about goodwill messages

answer

they carry the hidden message that you care about

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Example of best statement to include in a goodwill message

answer

We are so sorry, Sonica, to learn of the loss of your husband Gary

question

3 points to cover when thanking someone for a gift

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identify the gift explain how you will use it tell why you appreciate it

question

International business letters

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should conform to the conventions of the receivers country if important, have someone familiar with local customs read and revise it

question

when a business communicator must be persuasive and cant do it in person what tool is more effective than the other communication tool

answer

business letter

question

Do everyday transactions of a business often require the writer to use special techniques to be convincing, to soften bad news, or to be tactful

answer

no

question

Business letters are better if they start with what

answer

action desired or main idea

question

What view is one of the ways to build goodwill in business letters

answer

the "you" view

question

If you can get the info you need on your own, what shouldn't you do

answer

write a letter asking for it

question

Do polite requests such as "will you please send a catalog" require a question mark

answer

no

question

When writing a letter that contains mostly good news but may have some negative elements what strategy of organization should you use

answer

direct

question

If you choose to apologize, the apology should be placed in the closing of an adjustment letter

answer

false

question

Using words such as regret, inconvenience, and misunderstanding in an adjustment letter shows the reader that you care

answer

false

question

Can resale info be included in an adjustment letter

answer

yes

question

Is writing goodwill messages easier than other types of routine business documents

answer

no

question

Are oral messages usually more expressive and more meaningful to receivers than written goodwill messages

answer

no

question

Example of goodwill message

answer

your presentation to the board about various funding options was well researched and informative

question

Goodwill messages usually dont use phrases such as

answer

thank you from the bottom of my hear it gives me great pleasure to extend my congratulations

question

You should you use what strategy for positive, everyday messages

answer

direct

question

Examples of graphic highlights in business letters

answer

numbered or bulleted lists headings columns boldface or italic type

question

What are graphic highlights used for

answer

to highlight details in body of business letter

question

Block style letters

answer

formatted with all parts of the letter set flush left

question

Polite commands

answer

some routine letters open with these "will you please answer the following questions about your new line of computer brands"

question

Adjustment letter

answer

the letter a company writes when it received a claim and decides to respond favorably

question

Apologizing in an adjustment letter

answer

its a debatable issue some attorneys discourage doing so but many customers appreciate it

question

Goodwill messages

answer

messages written to express thanks, congratulations, recognition or sympathy

question

Thank you notes should be written for

answer

favors gifts hospitality

question

Sympathy notes

answer

refer to death or misfortune sensitively and offer assistance without going into excessive detail

question

5 things to think about in phase 1

answer

do i really need to write this email, memo, or letter why am i writing how ill the reader react what channel should i use how can i save my readers time

question

4 things to think about in phase 3

answer

is the message clear is the message correct did you plan for feedback will this message achieve its purpose

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