2. Request, Response, and Instruction Messages Business letters can be used to request information or action. Familiarize yourself with the organization of these direct request letters so that you can communicate your purpose and achieve a positive outcome. The body of a direct request letter should express a polite command Read the following scenario, and answer t. explain the request logically The office manager asks you for advice on how to structure a request letter with numerous questions. What advice would you give? Ask easy yes or no questions. Put a question mark after a disguised command. Itemize or bullet information and questions and use parallel form for balanced construction. The quality of information obtained from a request letter depends on the clarity of the inquiry. What techniques can you use to make your request clear? Check all that apply. Place question marks at the end of rhetorical questions. Itemize information to improve readability. Set an end date when appropriate. Use the recipient's first name. Ask for a specific action. In the workplace, you will often write messages that reply directly to requests for information or action. Using the direct message pattern will help you respond clearly and effectively. Complete the following sentence with the best choice. Effective direct reply letters announce good news in the closing Read the following selection, avoid wordy, drawn-out openings stay away from promoting a product Dear Mr. Dunlap: Subject: Your Request for Invoicing Process Information I am happy to let you know that I can answer your question regarding the company invoice processing. As you may know, once a contract has been signed, service providers may invoice the company at any time during the project as work is completed. True or False: This is an effective beginning for a direct reply letter. O True O False Which graphic devices should be used in the body of a direct response letter? None; graphic devices are unprofessional. O All caps with occasional italics for emphasis. Lists, tables, headings, and other highlighting techniques. What strategies should a direct response message use? Check all that apply. List answers to the customer's questions in the order asked. Place the most important information first. Use graphic devices to make the message more readable. Avoid answering difficult questions, so you don't confuse the customer. Close pleasantly with a forward-looking statement. What is the value of the real-time feedback of customer comments? Check all that apply. They let companies ignore customer complaints while appearing to be receptive. They offer customers a venue for product trolling. They can expose product flaws. They can improve operating instructions. They can help clear up supply chain bottlenecks. Which of these guidelines should you follow when responding to customers online? Check all that apply. Do not argue or assign blame. Respond in less than 24 hours. Be open about when and how you will improve the situation. Direct users to approved information sources. Personalize and humanize your business. Dear Ms. Masters: Thanks for writing us about your upcoming travel plans. Who doesn't want to go to China? If you're wanting to book travel, you can use the form on our website. First, you'll want to go to our website. After that, there's a field for your travel dates. The process is pretty much self-explanatory from there. True or False: This is an effective organization for an instruction message. True False