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Concordia UniversityCOMM 212tb6 Answered

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COMMUNICATING FOR RESULTS: A Canadian Student's Guide, Second Edition Chapter 6: Routine and Goodwill Messages Multiple Choice Questions 1. Which of the following pieces of information is not neede ... d when writing an order request? a. Product descriptions b. Prices c. Desired method of shipment d. Your reason for making the order 2. Which of the following statements is not true? The point of a claim letter is to ________. a. request a refund b. request an apology c. complain d. request a replacement 3. In a routine claim, the writer should open with ________. a. a request for adjustment b. details of the claim c. a buffer statement d. an accusation 4. Form letters should be ________. a. identical for every situation b. personalized to each reader c. difficult to compose d. very formal 5. Which of the following should not be in an order acknowledgement? a. Information on when and how the product will be sent b. Forceful promotion of other products c. Details of the shipment d. An expression of appreciation for the reader’s business 6. ________ is damage control in action. a. An apology b. A resale c. A claim adjustment d. A prompt response 7. The direct approach is not used for claims that deal with ________. a. being sent the wrong product [Show More]

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