Business Communication Final Chapter 6 – Flashcards
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Kadija must write a letter to NanoRight requesting information about its new nanotechnology application for textile manufacturing. What should Kadija do first?
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Consider the content of the letter and anticipate its effect on the receiver
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Which parts of your letters are readers likely to find most interesting and read first?
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Opening and closing
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One of the best ways to open a direct request that is likely to be granted is a/an
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question or polite command.
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Which of the following is a good opening for a routine information request letter?
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Please answer the following questions about your conference facilities.
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Ryan Lewis has five questions to ask his reader in a routine information request letter. What is the best way to present these questions?
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In a bulleted or numbered list in the body of his letter
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The body of a routine request letter should
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present the necessary details that explain your request.
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End dates and specific actions in a routine request letter should be placed in the
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closing
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Which of the following would be the most effective closing statement in a routine action request letter?
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Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.
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When you as a customer write to identify or correct a wrong, the letter is called a
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claim
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Amber is following the three-part plan to write a claim letter about a problem with her cell phone service. What should she put in her opening?
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A clear description of the desired action
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Which of the following openings is most appropriate for a direct claim letter?
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Please send me another copy of THINKING SKILLS FOR SUCCESS (ISBN 1-56118-048-3)to replace the damaged copy received on February 23.
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You can improve the effectiveness of a claim letter by
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explaining the problem with necessary details.
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Nadine is following the three-step writing plan for her direct claim letter. In the body of the letter, Nadine should
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explain the problem and justify the request.
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In the closing of a claim letter, you should
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promote goodwill and be positive when summarizing your request.
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In complying with a request, a business writer should include an opening that
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delivers the most important information first.
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A subject line in an information response letter
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may refer to previous correspondenceand the main idea.
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To answer a group of questions logically and to make the answers readable,
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number or bullet each one to improve skim value.
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When a company responds favorably to a customer's claim, the response is called a/an
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adjustment
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In the body of your adjustment letter, one goal is to
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correct a wrong by doing what's right and provide details of correction.
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Which of the following represents an appropriate apology for an adjustment letter?
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We understand your reliance on a high performance router and apologize for the incomplete installation of your DataServe router.
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The closing of an adjustment letter should
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express confidence in future business relations.
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A recommendation letter is written to
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evaluate a current or former employee.
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Which of the following statements in a letter of recommendation would be most helpful to the company considering the job applicant?
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Juan prepares three compliance reports monthly with 99 to 100 percent accuracy.
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In the opening of a letter of recommendation, it is appropriate to
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name the candidate, identify the purpose, and explain the relationship of the writer.
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What is the best advice for writing goodwill messages?
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Send a goodwill message promptly.
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Which of the following is the Five Ss of goodwill messages?
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selfless, specific, sincere, spontaneous, short
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When customers have a vlaid complaint, companies apologies are viewed as:
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all of above
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Which of the following would be least effective in a sympathy note?
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If you need any help, just let me know.
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Business letters are important when:
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all of the above
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What are the two most important positions in a letter?
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opening and closing
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Which of the following is the most effective direct opening?
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Please answer the following questions about your software product "Opinionware", which we are considering for our intranet.
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Which of the following represents the most effective opening?
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We have on hand an ample supply of CD burner/DVD combo drives.
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Which of the following statements would be most appropriate for the body of an employment recommendation?
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His last two reports were sloppy and late and a supervisor had to rewrite them.
