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.

Choose the best definition for each section of a direct outline.

Section	Definition
Opening
Body
Closing	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. I loved meeting with you over lunch. Lunch with you was truly superlative. 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. Emphasize the main idea by placing it in the first sentence. Avoid specifically asking for a refund. End on a positive note. Routine request messages most often solicit a favorable response. What advice should you follow when preparing a favorable response to a routine request? Provide specific details and follow-up contact information. Use an inductive approach to organize your response. Use a dismissive tone because the questions are irrelevant. 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? Open by explaining why credit has been extended. Explain competitors rates and regulations in relation to Alans company. Communicate a genuine desire to build a strong business relationship.