Chapter 6 GEB – Flashcards
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Which of the following messages is not considered routine?
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Top management officials announcing a decision to close a factory
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The direct organizational plan
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Lets the reader quickly see the purpose of the message
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What is an advantage of the direct organizational approach?
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The major news receives the most attention
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Which situation does not normally involve a routine request?
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A college student organization wants free soda to give away to students who stop by its fund-raising booth
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A request is not routine if you
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Believe that the reader will not object to granting your request
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You should start a routine request
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with the request, which is the main idea
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You should use the direct organizational plan when you
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are conveying routine information in which the reader is interested
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Whens ending a routine message, you should not
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telephone with details
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Identify an example of a polite request.
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...
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A suggestion for communicating with someone from another culture is to
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adapt to the reader's style
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Additional explanation or details about your initial request are necessary to
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stress how you will benefit if the reader complies with your request
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When asking several specific questions in a direct request letters do not
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use the indirect organizational plan
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To increase the probability that your routine request will be
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explain how the reader will benefit by doing what you ask
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The final paragraph of a routine request should
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do all of these
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Which of the following is the most effective closing statement in a request letter?
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I trust that, if you want me to order merchandise from your company, you will respond by June 30
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Promptness in responding to a routine request is important because
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...
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What is the most important guideline to follow when preparing a routine reply?
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Answer the request promptly
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Which of the following is not appropriate when preparing a routine reply?
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Use the indirect organizational plan
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A routine reply is
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...
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If you wait to respond to a routine request that you are granting, you
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may lose the goodwill of the person making the request
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Which of the following is the most effective way to refer to an enclosure?
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Enclosed is a booklet for your reference
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Which of the following is the most appropriate opening sentence in a routine reply?
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We are happy to provide the information you requested
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Which of the following would be the most appropriate closing statement in a routine reply?
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I hope this information is of use to you
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Sales promotion appeals should do all of the following except
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be subtle
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A customer who is dissatisfied with a product and wants a refund or replacement should write ____ letter
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a claim
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When writing a routine claim letter
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be specific when describing the problem
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Which sentence is the most acceptable for a claim letter?
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I delivered my clothes to the Spiffy laundry by noon. Although your store charged me the extra $5.35 for the same-day pickup, you failed to have my clothes ready until the next evening.
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What type of letter is written to inform a customer that the customer's request regarding a defective product has been
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adjustment
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You should provide all of the following background information for a claim letter except
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a friend's testimony verifying the problem
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Which of the following is not one of the three sections of the claim letter?
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none of these
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Which is not true about writing claim letters?
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Be emotional to inspire action
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You can make your claim letter sound more reasonable by
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saying something positive about the company, if it is true.
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Which of the following is not true about the adjacent letters?
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Showing a grudging tone lets the customer know he or she really didn't get away with anything.
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You should use a gracious, trusting tone in a routine
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to avoid losing the customer's goodwill and confidence
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Apologizing in an adjustment letter is appropriate
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when the customer has been severely inconvenienced
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When writing an adjustment letter, what should you do to explain why a problem occurred
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Minimize the amount of resale in your letter
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A routine adjustment letter should be organized in this order:
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1. good news 2. apology, if necessary 3. explanation 4. courteous closing
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Which of the following statements about resale in an adjustment letter is not true?
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Promise the problem will never happen again
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The following are true about adjustment letters except
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grant the claim immediately after the explanation
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If you include sales promotion in a routine reply, you should
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make it brief as well as subtle
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Which of the following would be the least appropriate closing for the adjustment letter?
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I am truly sorry for any inconvenience our product may have caused you
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An adjustment letter should not end with
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an apology for the problem that prompted the claim letter
