Options for first blue:

- explain the request logically

- express a polite command

Options for second blue:

- avoid wordy, drawn-out openings

- stay away from promoting a product

- announce good news in the closing

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 Read the following scenario, and answer the following question. A coworker asks you for advice on how to communicate a strict deadline in a request letter. What advice would you give? Give an approximate date for the deadline. Apologize for the need to set a deadline to soften the message. Set an end date to take action and explain why. 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. Use the recipient's first name. Place question marks at the end of rhetorical questions. Set an end date when appropriate. Itemize information to improve readability. 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 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 5-7 working days. True or False: This is an effective beginning for a direct reply letter. True False Which strategy will make your direct response most useful for the recipient? Arrange your information logically. Close pleasantly and quickly. Build goodwill through emphatic statements. What strategies should a direct response message use? Check all that apply. Help readers find additional information by providing clear references. Identify the reason for writing in the subject line and any previous correspondence. Place the most important information first. Respond to angry inquiries with vague answers. Close with an open-ended question to promote dialogue. 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 can help clear up supply chain bottlenecks. They offer customers a venue for product trolling. They can expose product flaws. They can improve operating instructions. Which of these guidelines should you follow when responding to customers online? Check all that apply. Correct mistakes politely. Do not argue or assign blame. Be open about when and how you will improve the situation. Own up to problems mistakes. State your name and position. Read the following selection, and answer the following question. 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. en True or False: This is an effective organization for an instruction message. True False