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Exam 7: Writing Routine and Positive Messages

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Question 51

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When explaining and justifying your routine request in the body of your message,you should ________.

A) address multiple topics in one question
B) offer apologies for any inconvenience caused
C) put your most important request at the end
D) ask only questions that are central to your main request

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Question 52

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In order to avoid lawsuits,you should omit all negative information from your letters of recommendation.

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Question 53

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When explaining and justifying your routine request in the body of your message,you should ________.

Which of the following is a guideline for writing a successful news release?

Please use the information below to answer the following question(s) : Roza bought a bookcase from a furniture store two days ago. As she was trying to assemble the bookcase, two of the pieces broke off at the corners when being screwed together. Roza developed the following email to make a claim and request an adjustment from the company. From: roza.white@mail.com To: feedback@kian.com Sub: Request for product replacement Dear Customer Service Representative, I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked when some of the pieces just broke off into my hands during assembly. Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Orillia, ON) on 6 June, 2012, broke off at the corners when I was trying to screw them together to assemble the furniture. I was using the tools that were enclosed with the product and was following the assembly directions closely. I have attached a scanned copy of the bill for the purchase. I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my cell phone at (516) 123-4567. I look forward to hearing from you by the weekend. Sincerely, Roza White -The above message is likely to be ineffective because it fails to ________.

When making a routine request,the body of your message should ________ and ________ your request.

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________ or ________.

When writing positive letters you should close with ________.

When granting claims and requests for adjustment when your company is at fault,you should ________to verify that your response was correct.

Explain the three recommended ways of responding to a request for an adjustment when a third party is at fault.

Which of the following is the best opening for a good-news letter offering a job to a potential employee?

When listing a series of questions,you should ________.

Routine replies and positive messages should close with ________.

When stating your request it is important to pay attention to ________.

Describe the guidelines to follow for the opening of a routine request.

When explaining or justifying your request,you should always ________.

It is a good idea to begin a routine request with a personal introduction.If the readers don't know who you are they are unlikely to comply.

You are Manager,Customer Services,at Famous Watches.You have received a complaint from a customer stating that his watch has stopped working ever since the time he wore it when he went diving.This particular model,though water resistant,cannot be worn when underwater.This information is clearly given-with graphics-on the reverse of the watch,in the user manual enclosed with the product and on the packaging.However,in order to build goodwill,the company decides to provide free service and parts to repair the watch.Draft an email to the customer,communicating the company's decision,making up any details that you may need.

When making claims or requesting adjustments,it's important to keep your cool when communicating,no matter how angry or frustrated you are.

Which of the following is true about social media releases?