6. 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. Good- and neutral-news messages use a direct or deductive approach. 1. The Choose the correct section of the direct outline to complete each sentence. of a routine claim message should include a future-looking statement. Provide clear explanations and assurances in the of a positive response to a routine claim. In a message extending credit, the credit offer should be presented in the of the message. 2. 3. 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 2? The consulting work you do offers great insight. O Hearing about the way you prioritize your projects has helped me improve the way I use my time at work. O Your current consulting project sounds interesting. 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. Avoid specifically asking for a refund. End on a positive note. Emphasize the main idea by placing it in the first sentence. Routine request messages most often solicit a favorable response. What advice should you follow when preparing a favorable response to a routine request? Provide general answers to specific questions. Use an inductive approach to organize your response. Show sincere interest in the request and person. 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? Present and explain credit policies, and present any legally required disclosure documents. O Place policies and disclosure statements in a separate mailing. O Communicate why extending credit will benefit Alan's company