2. Chapter 6 Review

Understanding the basic organization and expectations for good- and neutral-news messages will help you build goodwill and maintain your professional credibility in business relationships. These questions review the basic good- and neutral-news guidelines for messages.

Which of the messages should always follow a deductive outline? Check all that apply.

Appreciation messages

Persuasive claim messages

Routine claim messages

Read the appreciation message email from Nannon, and then answer the corresponding question.

To: Jason Park

From: Nannon Gibreault

Subject: Lunch meeting follow-up

Hi Jason,

[1] Meeting with you was great. [2] I really enjoyed hearing about your current consulting project. [3] Thank you for making my day brighter.

Regards,

Nannon Gibreault

What is the best revision for sentence 1?

Our lunch yesterday was both educational and enjoyable.

Lunch with you was truly superlative.

I loved meeting with you over lunch.

Read the scenario about routine messages, and then answer the corresponding question.

Tyson is preparing a routine claim message. His laptop computer is not functioning properly, and he needs to have the hard drive replaced. The computer is still under full warranty, so repairs will be covered.

What advice would you give Tyson as he prepares his routine claim message? Check all that apply.

Provide in-depth and detailed explanations.

Use an indirect organizational approach.

Use a friendly, receiver-focused tone.

Routine request messages most often solicit a favorable response. What advice should you follow when preparing a favorable response to a routine request?

Show sincere interest in the request and person.

Provide general answers to specific questions.

Use an inductive approach to organize your response.

Read the scenario about extending credit, and then answer the corresponding question.

Alan works for an online retailer. He has been asked to prepare a message extending credit offers to new customers who purchase more than $100 in merchandise. Because Alan has never written a message extending credit, he needs your advice.

What advice would you give Alan?

Communicate why extending credit will benefit Alans company.

Place policies and disclosure statements in a separate mailing.

Present and explain credit policies, and present any legally required disclosure documents.