Chapter 8

Question 1

Steps for Writing Routine Requests

Answer 1

(1) State Your Requests Up front; (2) Explain and justify; (3) Request specific action

Question 2

State Your Request Steps

Answer 2

Write and be polite; using the direct approach, be specific and precise

Question 3

Explain and Justify your approach

Answer 3

justify the request, explain any benefits, ask the most important questions first

Question 4

Request Specific Action

Answer 4

Make it easy to comply, Express Gratitude, Clarify state any important deadlines

Question 5

Steps for Making CLaims and Requesting Adjustments

Answer 5

Open with straightforward statement, provide specific detail, present facts honestly/clear, summarize action in closing

Question 6

Writing Routine Replies & Positive Messages Steps

Answer 6

(A) Start with the Main Idea; (B) Provide Necessary Details and Explanation; (C) End with Courteous Close

Question 7

WRITING REPLIES: Step 1- Start with the Main Idea

Answer 7

be clear/concise, identify the single most important message before you start writing

Question 8

WRITING REPLIES: Step 2- Provide necessary details and explanations

Answer 8

explain your point completely to eliminate any confusion, maintain a supportive tone, talk favorably

Question 9

WRITING REPLIES: Step 3- End with a courteous close

Answer 9

let readers know that you have personal well-being in mind, tell readers how to proceed with further action

Question 10

Crisis Management Plan

Answer 10

outlines communication steps both inside and outside the organization

Question 11

Answering Requests for Info & Action Steps

Answer 11

1) respond to the inquiry and answer all questions; 2) leave your reader with a good impression of you and your firm; 3) encourage the future sale

Question 12

Steps to Granting Claims and Adjustments

Answer 12

(A) Responding when your company is at fault; (B) Responding when the customer is at fault; (C) Respond when a third party is at fault

Question 13

How to Respond when your company is at fault:

Answer 13

For serious situations- company’s crisis management plan, acknowledging receipt of the claim or compliant, sympathize, take steps to repair the cust. relationship.

Question 14

Responding when the customer is at fault:

Answer 14

Weigh cost of complying with request, use body of message to inform and educate, close with an appreciation of the customer’s business

Question 15

Responding with a 3rd part is at fault:

Answer 15

Evaluate the situation and rview your company’s policies, Avoid placing blame, let the customer know what will happen to resolve the situation

Question 16

Ways to Foster Good Will

Answer 16

Send Congrats, Send Messages of Appreciation, Offering Condolences