Chapter 06

In the popular block letter format, which of the following guidelines apply?

• Use ragged, unjustified right margins.

• Use fully justified margins on all sides and center the body of the letter on the page.

• Start the sender's address, the dateline, and the complimentary close at the midpoint; align all other letter parts at the left margin.

• Double-space all content to improve readability.

Which channel of communication for a complaint will more convincingly establish a record of what happened?

• A telephone call

• A letter

• A post on social media

• An email

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will _______.

• 1. assume the company understands his request without explanation

• 1. use emotional language to show how upset he is about the situation

• 1. assume the company purposely tries to cheat its customers

• 1. identify enclosed copies of all pertinent documents

When service is involved in a claim, you should _____

• demand a full refund of the service fee and a repeat service call

• avoid naming the service representatives involved or otherwise identifying responsible company employees

• cite names of individuals spoken to and dates of calls

• enclose a photograph of yourself crying or suffering other severe emotional distress because of the poor service

Which of the following openings for an adjustment message granting a claim achieves the main objective of an effective opening?

• We are very sorry to hear that your meal with us did not meet your expectations.

• Thank you for your letter of November 16 describing your bad dining experience with

  us last weekend.

• Although we believe that the food we served last weekend was of the highest quality, we are willing to refund the cost of your dinner this time only

• The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

Answer explanation

An effective opening to an adjustment message presents the good news immediately; it does not begin negatively, refer to previous communication, or sound grudging.

Dean has decided to include an apology as part of an adjustment message he is writing. Where in the message should he include it?

• The subject line
  

• The opening
  

• The closing
  

• Multiple places throughout

If you want to express sympathy immediately after learning of a death or an accident, you might precede a phone call or a written condolence message by _______.

• visiting the person’s home
  

• sending flowers
  

• delivering baked goods such as cookies or brownies

• sending an e-mail

Which of the following sentences in a sympathy note seems formulaic and insincere?

• We are deeply saddened, Corbin, to learn of the death of your wife.

• 2. Bethany's volunteer work in the job center endeared her to many.

• 2. If we may help you during this difficult time or lighten your load in any way, you need only call.

• 2. I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.

Sending a goodwill message via e-mail (vs. a handwritten note) is acceptable if you _______.

• 1. do not know the receiver well

• 1. frequently communicate with the receiver by e-mail

• 1. are expressing condolences instead of thanks

• 1. want to send an especially personal and lasting message

Thank you for your cooperation is an effective sentence for the closing paragraph of an information-request message.

• True

• False

Answer explanation

Thank you for your cooperation is a cliché; therefore, it would not be a good closing for any message.