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Exam 8: Writing Routine and Positive Messages

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Question 1

True/False

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Even if you can't immediately solve a problem when your company is at fault,you can at least promptly let the complaining person know that you are listening.

A) True
B) False

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verified

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Question 2

Essay

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News releases are specialized documents used to share relevant information with the local or national news media.

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verified

News releases Feedback:Press releases;Information releases

Question 3

Multiple Choice

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In the past,news releases were ______________

In a routine reply to a simple request hich only needs a 'yes' response,it is not appropriate to give a thorough rexplanation.

Explain why goodwill messages are important;then describe at least two characteristics of effective goodwill messages.

A claim letter written as a personal answer to a unique situation starts with a clear statement of the good news.

Before volunteering someone's name as a reference,always _____________

Fortunately,there are only a few types of routine requests which makes it easier to learn how to write all of them.

Explain what you should do when replying to a claim when the customer is at fault.

When sending a goodwill message _____________

When your company has been at fault and you have successfully resolved the issue,it is best not to do a follow-up about the issue because that only opens the door to further.

Using lists helps readers sort through _____________

In a routine reply to a simply addressed request,when there is a potential sale involved,it is appropriate to give a response to the inquiry,make sure that you leave your reader with a good impression of your company,and encourage the future sale.

When writing a claim letter,assume that a fair adjustment will be made.

Interestingly,news releases differ from other means of communicating with your ultimate audience,because news releases are written to interest an editor or a reporter to write the material that will be read by your larger audience.

When a potential sale is involved,after you present the key information,you should _____________

A claim letter or request for adjustment follows the indirect plan.

It's not necessary to ask someone's permission before listing his or her name as a job reference.

When offering condolences,it is appropriate to mention your shock and dismay.

The middle of a routine request provides justification,explanation,and details.