13. A reply to a request for credit information:

b. always follows an inductive sequence

d. should essentially contain opinions of the writer.

c. presents the main idea at the end.

a. involves filling in the blanks and returning the document.

14. Which of the following is true of adjustment messages?

b. They provide an opportunity for businesses to build a good reputation.

c. The word "grant" is routinely used in these messages while responding to customers.

d. They are usually written to customers requesting them to take back their claim.

a. The inclusion of sales promotional material in such messages is strictly avoided.

18. In a bad-news message, placing the refusal in the first sentence can be justified if the message:

b. is intended to demonstrate the sender's authority.

d. contains constructive criticism.

a. addresses a significant matter.

c. is a response to legal and ethical requests.