Chap 6 (P3)

The imperative mood is language that_______.

• requests an action

• describes a statement

• conveys an emotion

• expresses an irrefutable fact

In the closing paragraph of an adjustment message, the writer should _______.

• show confidence that the problem has been resolved

• convince the customer that the problem was not the company's fault

• question the customer's integrity

• try to mitigate the damage of the customer's complaint

Business letters are necessary for situations requiring (a) a permanent record; (b) persuasive and well-considered presentation; (c) formality and sensitivity; and (d) _______.

• multiple recipients

• use of letterhead

• timely delivery

• confidentiality

When writing messages that request information or action that you believe will be received positively, you should frontload your message. Frontloading means _______.

• making the first paragraph longer than the other paragraphs

• starting your message with the main idea

• starting your message with a greeting

• putting the recipient's name in the first sentence

The first sentence of a direct request is usually a question or a polite command. Which of the following is an example of a polite command?

• We appreciate your business.

• Would you like to participate in a survey?

• Please answer the following questions about your accommodations for a seminar.

• Greetings from the marketing department.

Instructions should be written using command language, also known as the imperative mood. Which of the following is an example of the imperative mood?

• Sign the contract immediately.

• The contract must be signed immediately.

• The contract requires a signature.

• A signature is required for the contract.

What type of message is used to identify or correct a wrong?

• Routine

• Adjustment

• Goodwill

• Claim

In which part of a claim message should you explain the problem and justify your request?

• The opening

• The body

• The closing

• The opening and the body

When a company receives a claim and decides to respond favorably, the message is called a(n) _______.

• adjustment

• goodwill message

• claim letter

• business letter

A common challenge writers face with adjustment letters is deciding whether or not to issue a(n) _______ as part of the message.

• refund

• apology

• credit

• goodwill