Question: 4. Responding to Requests In the workplace, you will often write messages that reply directly to requests for information or action. Using the direct message

4. Responding to Requests 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.

Read the following selection, and answer the following question.

Dear Ms. Hunter: Subject: Credit Reimbursement Request for Account #45673 Your account will be credited for the erroneous charges. Thank you for bringing this error to our attention. You will receive credit notification by mail in 57 working days.

True or False: This is an effective beginning for a direct reply letter.

False

True

Which graphic devices should be used in the body of a direct reply letter?

None; graphic devices are unprofessional.

All caps with occasional italics for emphasis.

Lists, tables, headings, and other highlighting techniques.

What strategies should a direct reply message use? Check all that apply.

Identify the subject in the subject line and any previous correspondence.

Close with an open-ended question to promote dialogue.

Place the most important information first.

Respond to angry inquiries with vague answers.

Help readers find additional information by providing clear references.

Complete the following sentence with the best choice.

Online customer reviews may serve as a free and efficient________ quality-control system.

crowdsource

individual

statistical

Which of these guidelines should you follow when responding to customers online? Check all that apply.

Own up to problems and mistakes.

Direct users to approved information sources.

Respond in an upbeat, professional tone.

Respond in less than 24 hours.

Defend your company.

Read the following selection, and answer the following question.

Dear Ms. Masters: Thanks for writing us about your upcoming travel plans. Who doesnt want to go to China? If youre wanting to book travel, you can use the form on our website. First, youll want to go to our website. After that, theres 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

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