How should a series of questions be handled in a routine request

What are the three parts of routine requests?

1. Opening--a clear statement of your request
2. Body--giving details and justifing your request
3. Closing--requesting specific action

How can you state your request without being interpreted as abrupt or tactless?

1. Pay attention to tone. e.g. please, I would appreciate
2. Assume that your audience will comply. This attitude helps you write in a positive tone.
3. Be specific.

What are three guidelines for asking a series of questions in a routine request?

1. Ask the most important questions first.
2. Ask only relevant questions.
3. Deal with only one topic per question.

What are the three elements when you close your request message?

1. A request for some specific action such as relevand deadlines
2. Information about how you can be reached
3. An expression fo appreciation or goodwill

What are the three common types of routine requests?

1. Asking for information or action
2. Making claims
3. Requesting adjustments

What do you say in simple requests?

1. What you want to know or what you want readers to do
2. Why you are making the request
3. Why it may be in your reader's interest to help you (if applicabel)

How do you write in a claim letter?

1. Explain the problem and give details
2. Provide backup information such as invoices, receipts,dated correspondence (send copies)
3. Request specific action

Should you use the direct or indirect approach for most routine messages? Why?

The direct approach works well for most routine messages because recipients will generally be interested in what we have to say.

If a message contains both positive and negative information, what is the best way to present the negative information?

The best way is to embed the negative information into as favourable a context as possible.

What are the six common types of routine replies and positive messages?

1. Answers to requests for information and action
2. Grants of claims and requests for adjustment
3. Informative messages
4. Good-news announcements
5. Goodwill messages
6. Procedures

How do you respond to a claime when your company is at fault? Address the six points.

1ympathize with the customer's inconvenience or frustration.
3. Take (or assign) personal responsibility for setting matters straight.
4. Explain precisely how you have resolved, or plant to resolve, the matter.
5. Take steps to repair the relationship.
6. Follow up to veryfy that your response was correct.

How do you respond to a claime when your customer is at fault? Address the points.

1. Thank the reader for writing.
2. Keep opening positive by avoiding words such as "problem," and convey the good news right away.
3. Explain how you'll grant the claim.
4. Don't argue with the reader's version of events.
5. Explain the problem without blaming the customer byt avoiding the customer by avoiding the pronoun "you" and by suggesting ways to avoid future problems.
6. Apologize for the customer's inconvenience or show sympathy, but not apologize for the product.
7. Subtly promote a more appropriate product for the customer.
8. Close by reminding the reader how you are honouring the claim.
9. Close on a posititve note that conveys an attituede of ecellent customer service.
10. Give the reade a glimpse into the corporate culture and encourages continued correspondence.
11. Clarify any remaining actions the reader must take.

How do you write informative messages? Descrive in three points.

1. State the purpose at the beginning and briefly mention the nature of the information you are providing.
2. Provide the necessary details
3. End with a courteous clise

How do you write a successful news release? Describe the points to keep in mind.

1. Make sure your information is newsworthy and relevant to the specific publicaions or websites to which you are sending it.
2. Focus on one subject; don't try to pack a signle news release with multiple unrelated news items.
3. Put your most important idea first. Don't force editors to funt for the news.
4. Be brief; break up long sentences and keep paragraphs short.
5. Eliminate clutter, such as redundancy and extraneous facts.
6. Be as speciffic as possible.
7. Minimize self-congratulatory adjectives and adverbs.
8. Follow established industry conventions for style, puctuation, and format.

How can you avoid sounding insincere when writing a goodwill message?

Avoiding exaggeration and supporting compliments with specific evidence will make a goodwill messages more sincere.

What are the general suggestions for writing condolence messages?

1. Keep reminiscences brief.
2. Write in your own wrods. If the loss is a death, refer to it as such rather than as "passing away" or "departing."
3. Be tactful. The bereaved take littel comfort in lines such as "Richard was too young to die."
4. Take special care to spell names correctly and to be accurate in your review of facts. Try to be prompt.
5. Write about special qualities of the deceased.
6. Consider mentioning special attributes or resources of the bereaved person.