Chapter 10

Question 1

For routine requests and positive messages

Answer 1

State the request or main idea
Give necessary details
Close with a cordial request for specific action

Question 2

Get to the point without abruptness

Answer 2

Pay attention to tone
Assume that your audience will comply
Be specific

Question 3

Close request messages with

Answer 3

A request for some specific action
Information about how you can be reached
An expression of appreciation

Question 4

Simple requests can be handled with three message points

Answer 4

What you want to know or what you want your readers to do
Why you’re making the request (not required in all cases)
Why it may be in your readers interest to help you (not applicable in all cases)

Question 5

When writing a claim or requesting an adjustment

Answer 5

Explain the problem and give details
Provide backup information
Request specific action

Question 6

Claim

Answer 6

Formal complaint

Question 7

Adjustment

Answer 7

Settlement of a claim

Question 8

When handing claims and requests for adjustment in customer complaints

Answer 8

Acknowledge receipt of the customer claim or complaint
Sympathize with customers inconvenience or frustration
Take personal responsibility for settling matters straight
Explain precisely how you have resolved or plan to resolve the situation
Take steps to repair the relationship
Follow up to verify that your response was correct

Question 9

A successful recommendation letter contains what details

Answer 9

Candidates full name
Position or other objective the candidate is seeking
Nature of relationship with the candidate
Facts and evidence relevant to the candidate and the opportunity

Question 10

When sharing routine information

Answer 10

State the purpose at the beginning and mention the nature of the info you will be providing
Provide the necessary details
End with a courteous close

Question 11

News release or press release

Answer 11

Specializes document used to share relevant information with the news media

Question 12

Social media release

Answer 12

Share ready content that’s easy to reuse In blog posts, tweets, and other social media forms

Question 13

Goodwill

Answer 13

Positive feeling that encourages people to maintain a business relationship

Question 14

Condolence letters

Answer 14

Let audience know that you and the organization you represent care about the persons loss