A) I have received your message dated April 5,in which you ask...
B) Thank you for your message dated April 5.
C) Thank you for your inquiry about our penthouse suite.
D) We appreciate you contacting our hotel.
E) Yes,our penthouse suite is available on April 5th.
G) C) and E)
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A) an explanation of the problem or situation
B) a buffer designed to set up persuasive efforts
C) a persuasive opening using the indirect approach
D) an off-subject,friendly introduction
E) a brief statement to orient the reader
G) B) and D)
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A direct claim message should open with ...View Answer
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A) an order acknowledgement.
B) a claim message.
C) a routine inquiry.
D) a favorable response.
E) an internal-operational message.
G) C) and D)
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A) prepares the reader to receive an emotionally-charged message.
B) offers the writer the flexibility to compose a message that is open to numerous interpretations.
C) allows the writer to begin with the key point and get to the objective without delay.
D) allows the writer to create a general message that is not adapted to suit a specific audience.
E) allows the writer to present simple information in a complex manner.
G) A) and D)
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A) begin the message with a specific question.
B) open the message with an expression of thanks.
C) write the message using the I-viewpoint.
D) avoid using the active voice in writing sentences.
E) use clichés that sound positive to build goodwill.
G) A) and B)
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B) False
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B) False
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A) Answer each question in a separate message to ensure clarity.
B) Conclude the message with the answer to the reader's primary question.
C) Answer all the questions in a single paragraph.
D) Answer the most important question first.
E) Request the sender limit the number of questions.
G) A) and C)
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B) False
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A) clichés that sound polite.
B) a closing that is tailored to your message.
C) colloquial or conversational language.
D) phrases such as "at your convenience" or "as soon as possible."
E) the we-viewpoint.
G) A) and B)
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B) False
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A) We would like to know about your wire products.
B) It would be nice if you could tell me about your wire products.
C) Will you please answer the following questions about your wire products?
D) As our previous supplier went out of business,we need information regarding your wire products.
E) Your wire products appear to be just what we need.
G) A) and C)
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A) It was highly disappointing that our order was not fulfilled as per your service-level agreement.
B) Your delivery of a broken product was unacceptable.
C) You guys really screwed up this time.
D) Please replace the broken product by tomorrow.
E) I am not happy about receiving the wrong product.You should be more careful.
G) All of the above
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A) They are usually used to give quick responses to work issues.
B) They do not require careful construction or wording.
C) They begin by stating their objectives and then systematically discuss vital information.
D) They are typically written to present policies and procedures.
E) They are typically collected and kept in manuals for further reference.
G) B) and E)
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