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Chapter 06 Delivering Good and Neutral News Messages

MULTICHOICE

1. provide a formal means of sharing information with people inside an organization.

(A) Text messages

(B) Memorandums

(C) Claims

(D) Voice mails

Answer : (B)

2. Good-news or neutral-news messages follow a(n) .

(A) indirect sequence

(B) passive sequence

(C) inductive sequence

(D) deductive sequence

Answer : (D)

3. While writing a good-news message, .

(A) an inductive sequence should be followed

(B) supporting details should be omitted

(C) the closing thought should always be emphasized

(D) the main idea should be placed at the beginning

Answer : (D)

4. Mary, a team leader, wants to share information about a new bonus scheme with her team
members. In this scenario, which of the following sequences should Mary follow to structure the
good-news message?

(A) A passive sequence

(B) An interrogative sequence

(C) An inductive sequence

(D) A deductive sequence

Answer : (D)

5. Which of the following is a feature of the deductive organizational pattern?

(A) The body of a message reminds the audience of the main idea and includes a future-oriented
closing thought.

(B) The closing thought of a message is always omitted as it often leads to misinterpretation of the
intended message.

(C) The first sentence of a message mentions good news, making the audience more receptive to the
details that follow.

(D) A message begins with supporting details and concludes with the main idea to help the audience
understand the message.

Answer : (C)

6. Edwin, a manager at TouchGen Inc., wants to inform his employees about the company's vacation
policy according to which each employee is entitled to twelve paid vacation days every year. In this
scenario, which of the following approaches should Edwin use to deliver the good news?

(A) A direct approach

(B) A passive approach

(C) An inductive approach

(D) An interrogative approach

Answer : (A)

7. Which of the following is an example of a good practice when sending a good-news message?

(A) Dave, a manager at Wizzware Inc., organizes his message such that the main idea is presented at
the end.

(B) Ava, a manager at Auroville Inc., conveys positive news to her employees using a direct
approach.

(C) Sameer, a manager at GreenMove Inc., ensures that he does not stress on the main idea of his
message.

(D) Zaiba, a manager at BayWave Corp., delivers positive news to her employees without providing
additional details.

Answer : (B)
8. Which of the following managers is displaying good practice when sending a good-news message?

(A) Ron, a manager at Techwhiz Inc., organizes a message regarding a pay bonus such that the main
idea is presented at the end.

(B) Angelina, a manager at Ahoma Inc., writes a job promotion message to an employee starting with
the main idea, followed by an explanation.

(C) Rohan, a manager at Olympiano Technologies Corp., briefly notifies his employees about a paid
vacation policy without providing additional details.

(D) Anjali, a manager at Balvania Corp., indirectly informs her employees about reduced working
hours and organizes her message inductively.

Answer : (B)

9. Which of the following is true of a thank-you message?

(A) It should be organized using an indirect approach.

(B) It should be written to reward a person.

(C) It should reflect sincere apology.

(D) It should be written deductively.

Answer : (D)

10. An appreciation message should:

(A) not be sent to the supervisor of an individual.

(B) be sent within a few days of the circumstance.

(C) use strong language.

(D) avoid making specific comments.

Answer : (B)

11. When writing an appreciation message, you should:

(A) avoid sending the message within a few days of the circumstance.

(B) use strong language to communicate a favorable attitude.

(C) avoid addressing the message to an individual's supervisor.

(D) make specific remarks about an individual's performance.

Answer : (D)
12. Which of the following is true of persuasive claims?

(A) They assume that a request will be granted only after explanations have been presented.

(B) They pertain to guarantees, warranties, and other contractual conditions.

(C) They posit that a petition will be approved quickly and willingly, without convincing.

(D) They are accorded willingly, and therefore a forceful, accusatory tone is inappropriate.

Answer : (A)

13. Smith recently purchased a DVD player that began causing problems while still in its warranty
period. Smith wrote to the manufacturer of the DVD player requesting a replacement. He asked for
an adjustment before providing an explanation, assuming that the claim would be granted willingly.
The message written by Smith is an example of a(n) .

(A) persuasive claim

(B) form message

(C) routine claim

(D) acknowledgment message

Answer : (C)

14. Alana orders a pink T-shirt from an Internet-based retailer but receives an orange T-shirt. The
retailer advertises a free exchange policy for goods. In this scenario, Alana can write a(n) to
the retailer to request for a replacement of merchandise.

(A) routine claim

(B) persuasive claim

(C) acknowledgment message

(D) form message

Answer : (A)

15. are assumed to be granted willingly, so a forceful, accusatory tone is inappropriate.

(A) Persuasive claims

(B) Inductive claims

(C) Routine claims

(D) Relational claims

Answer : (C)

16. Which of the following is a difference between routine claims and persuasive claims?

(A) Routine claims are organized inductively, whereas persuasive claims are organized deductively.

(B) Routine claims require justifications for a request, whereas persuasive claims do not require
justifications for a request.

(C) Routine claims do not require a forceful, accusatory tone, whereas persuasive claims require
arguments to be presented.

(D) Routine claims present the main idea at the end, whereas persuasive claims start with the key
point, followed by supporting details.

Answer : (C)

17. To give a routine claim the emphasis it deserves, the message must:

(A) begin with a request for an adjustment.

(B) begin with details and explanation.

(C) be written inductively.

(D) present the details before the main idea.

Answer : (A)

18. reminds customers and clients that they made a good choice in selecting a company with
which to do business, or it reminds them of the good qualities of their purchase.

(A) Resale (B)

Synergy (C)

Reclaim (D)

Consensus

Answer : (A)

19. refers to statements made about merchandise or service related to goods or services
already bought.

(A) Remittance advice

(B) A request for quotation

(C) Sales promotional material

(D) A call for bids

Answer : (C)

20. Which of the following is a difference between subtle sales messages and direct sales messages?

(A) Subtle sales messages are never included in adjustments, whereas direct sales messages are
always included in adjustments.

(B) Subtle sales message include persuasive arguments, whereas direct sales messages do not
include persuasive arguments.

(C) Subtle sales messages have a good chance of being read, whereas direct sales messages might
not be read at all.

(D) Subtle sales messages discuss goods or services already bought, whereas direct sales messages
include statements about related merchandise.

Answer : (C)

21. Routine requests and favorable responses to them follow the .

(A) inductive sequence

(B) deductive sequence

(C) indirect sequence

(D) derivative sequence

Answer : (B)

22. Which of the following is true of requests for information?

(A) They are independent of the quality of a message.

(B) They are not accepted by businesses.

(C) They are door openers for future business.

(D) They always follow the inductive outline.

Answer : (C)

23. Which of the following is a feature of requests for information?

(A) They help arrive at an opinion about their senders.

(B) They are not accepted optimistically by businesses.

(C) They close doors for future business.

(D) They are always written inductively.

Answer : (A)

24. Which of the following makes a routine request poor?

(A) Asking specific questions and using lists

(B) Providing a telephone number

(C) Expressing appreciation

(D) Using a generic closing statement

Answer : (D)

25. Which of the following is true of routine requests?

(A) They are organized inductively.

(B) They use lists for emphasis.

(C) They require maximum persuasion.

(D) They require arguments to be presented.

Answer : (B)

26. Which of the following makes routine requests effective?

(A) Expressing criticism and alluding to drawbacks for quick action

(B) Using a one-word subject line

(C) Opening door for personal dialogue by providing telephone number

(D) Using a generic closing statement

Answer : (C)

27. Which of the following is true of form messages?

(A) They produce receiver reaction that is highly unfavorable.

(B) They tend to be too personal.

(C) They cannot be personalized.

(D) They are a fast way of transmitting recurring messages.

Answer : (D)

28. Which of the following makes an online order confirmation effective?

(A) Using a generic subject line

(B) Welcoming new customers

(C) Avoiding details about customer service representatives

(D) Refraining from providing phone numbers

Answer : (B)

29. Which of the following is true of replies to requests for credit information?

(A) They are always complicated.

(B) They always follow an inductive sequence.

(C) They present the main idea at the end.

(D) They involve ethical and legal obligations.

Answer : (D)

30. Which of the following guidelines should be followed when extending credit?

(A) A credit applicant must be notified of the credit decision within 10 days of receipt of the request.

(B) The party granting the credit should not disclose the terms of the credit agreement.

(C) The credit aspect should be emphasized more than the acknowledgment of an order.

(D) The basis for the decision to extend credit must never be indicated.

Answer : (C)

31. Which of the following exemplifies a good practice when writing a letter extending credit?

(A) Davis writes his letter using an inductive sequence.

(B) Amar emphasizes the acknowledgment of the order more than the credit aspect.

(C) Megha includes sales promotional material in her letter.

(D) Tim avoids indicating the basis for the decision to extend credit.

Answer : (C)
32. are the most frequently used methods of communicating standard operating procedures
and other instructions to employees.

(A) Memos and email messages

(B) Face-to-face meetings and phone conversations

(C) Text messaging and instant messaging

(D) Reports and letters

Answer : (A)

TRUEFALSE

33. Neutral-news messages are not likely to generate an emotional reaction from receivers.

(A) True

(B) False

Answer : (A)

34. Good-news messages present the main idea at the end.

(A) True

(B) False

Answer : (B)

35. An appreciation message must never be addressed to an individual's supervisor.

(A) True

(B) False

Answer : (B)

36. Because you expect persuasive claims to be granted willingly, a forceful, accusatory tone is
inappropriate.

(A) True (B)

False

Answer : (B)
37. Businesses want their customers to communicate when merchandise or service is not
satisfactory.

(A) True (B)

False

Answer : (A)

38. A routine request should use a generic closing statement to build goodwill and a sense of
urgency.

(A) True (B)

False

Answer : (B)

39. A good positive response to a routine request highlights specific answers to recipient's questions
using an articulate, concise writing style.

(A) True (B)

False

Answer : (A)

40. A good positive response to a routine request addresses audience's concerns using an articulate,
concise writing style.

(A) True (B)

False

Answer : (A)

41. Using a bullet list format in a positive response to a routine request is a poor practice.

(A) True

(B) False

Answer : (B)

42. Positive responses to favor requests should not sound enthusiastic.

(A) True

(B) False
Answer : (B)

43. When favor requests arrive frequently, a form message can be drafted to respond to the
invitations.

(A) True (B)

False

Answer : (A)

44. Acknowledgment messages are a fast and efficient way of transmitting frequently recurring
messages to which receiver reaction is likely favorable or neutral.

(A) True (B)

False

Answer : (B)

45. Form messages have a tendency to be too personal.

(A) True

(B) False

Answer : (B)

46. Routine messages, such as customer order acknowledgments, are written inductively.

(A) True

(B) False

Answer : (B)

47. For an order that cannot be filled quickly and precisely, companies must not send an
acknowledgment message.

(A) True (B)

False

Answer : (B)

48. A form message is a document that indicates an order has been received and is being processed.

(A) True
(B) False

Answer : (B)

49. Typically, acknowledgment messages are preprinted letters or copies of a sales order.

(A) True

(B) False

Answer : (A)

50. Replies to requests for credit information are complicated.

(A) True

(B) False

Answer : (B)

51. When providing credit information, there is an ethical and legal obligation involved.

(A) True

(B) False

Answer : (A)

52. Managers must take special care in writing standard operating procedures to ensure that all
employees complete the procedures accurately and consistently.

(A) True (B)

False

Answer : (A)

53. When writing a procedural message, each step must be written in the passive voice.

(A) True

(B) False

Answer : (B)

SHORTANSWER
54. Deductive Organizational Pattern

Outlining your messages to meet your receiver's expectations will increase your chances of
preparing a document that elicits the response you desire. Most good-news and routine messages
use the deductive organizational pattern. Exceptions occur when the cultural context and audience
expectations call for an alternate approach.

Messages that convey pleasant information are referred to as good-news messages. Direct good-
news messages put the good news .A. after the main idea
B. in the opening sentence
C. in the last sentence
Answer : in the opening sentence

55. Deductive Organizational Pattern

Outlining your messages to meet your receiver's expectations will increase your chances of
preparing a document that elicits the response you desire. Most good-news and routine messages
use the deductive organizational pattern. Exceptions occur when the cultural context and audience
expectations call for an alternate approach.

Choose the correct section of the direct outline to complete the sentence.The of a direct
message restates the main point and includes a future-looking statement.
A. reflection
B. opening
C. body
D. closing
Answer : closing

56. Deductive Organizational Pattern

Outlining your messages to meet your receiver's expectations will increase your chances of
preparing a document that elicits the response you desire. Most good-news and routine messages
use the deductive organizational pattern. Exceptions occur when the cultural context and audience
expectations call for an alternate approach.

Choose the correct section of the direct outline to complete the sentence.In a direct outline for good
and neutral news, the main idea is presented in the of the message.
A. body
B. closing
C. reflection D.
opening Answer :
opening

57. Deductive Organizational Pattern

Outlining your messages to meet your receiver's expectations will increase your chances of
preparing a document that elicits the response you desire. Most good-news and routine messages
use the deductive organizational pattern. Exceptions occur when the cultural context and audience
expectations call for an alternate approach.

Choose the correct section of the direct outline to complete the sentence.Provide details and
explanations in the of the message.
A. body
B. data platform
C. closing D.
opening
Answer : body

58. Good-News Messages

Well-written messages that convey positive news, thanks, or appreciation generate goodwill. Learn
to craft effective, receiver-focused, good-news messages to improve your business relationships by
building goodwill.

When sending a thank-you note in professional situations, you should use approach and
express sincere feelings of gratitude.A. a reductive
B. a deductive C. an
inductive Answer : a
deductive

59. Routine Claims

Claim messages are requests for an adjustment, such as a refund, replacement, exchange, or
payment for damages. Claim messages can be divided into two categories: routine claims and
persuasive claims.

Routine claim messages should use organizational approach to facilitate a more timely
adjustment.A. a restricted
B. a direct
C. an indirect
Answer : a direct

60. Routine Requests

Requests, like claims, can be either routine or persuasive. Persuasive requests require persuasive
arguments. Routine requests do not. These questions cover routine requests and favorable
responses.

Routine requests are used by customers and clients to .

A. convey appreciation
B. set strategy
C. gather informationAnswer : gather information

61. Chapter 6 Review

Understanding the basic organization and expectations for good- and neutral-news messages will
help you build goodwill and maintain your professional credibility in business relationships. These
questions review the basic good- and neutral-news guidelines for messages. Good- and neutral-news
messages use a direct or deductive approach.
Choose the best definition for the selection of a direct outline.
Selection Definition
Opening
A. Indicates future relationships
B. Provides a situational buffer
C. States the main pointAnswer : States the main point

62. Chapter 6 Review

Understanding the basic organization and expectations for good- and neutral-news messages will
help you build goodwill and maintain your professional credibility in business relationships. These
questions review the basic good- and neutral-news guidelines for messages. Good- and neutral-news
messages use a direct or deductive approach.

Choose the best definition for the selection of a direct outline.

Selection Definition
Body
A. Provides details and explanations
B. Provides a situational buffer
C. Introduces the main ideaAnswer : Provides details and explanations

63. Chapter 6 Review

Understanding the basic organization and expectations for good- and neutral-news messages will
help you build goodwill and maintain your professional credibility in business relationships. These
questions review the basic good- and neutral-news guidelines for messages. Good- and neutral-news
messages use a direct or deductive approach.

Choose the best definition for the selection of a direct outline.

Selection Definition
Closing
A. Restates the main idea and provides future-looking thoughts
B. Provides date for analysis
C. Provides details and explanationsAnswer : Restates the main idea and provides future-looking
thoughts

ESSAY

64. Describe requests for information in the context of routine requests.

Graders Info :

Requests for information about people, prices, products, and services are common. Because these
requests from customers and clients are door openers for future business, businesses accept them
optimistically. At the same time, they arrive at an opinion about the sender based on the quality of a
message. Follow the points in the deductive outline for preparing effective requests you are
confident will be fulfilled.
A good routine request has the following features:
a. It states the request clearly.
b. It asks specific questions with necessary explanation and uses list for emphasis.
c. It expresses appreciation and alludes to benefits for quick action.
d. It opens door for personal dialogue by providing telephone number.

65. Describe the features of a good positive response to a routine request.

Graders Info :

A good response to a routine request has the following features:

a. It revises subject line after clicking "Reply" to communicate enthusiasm for providing exceptional
personalized service.
b. It highlights specific answers to recipient's questions using an articulate, concise writing style.
c. It shows sincere interest in the request and the person.
d. It addresses audience's concerns using an articulate, concise writing style.
e. It provides more useful information that communicates genuine interest in person and expertise in
area of concern.

66. What are the points to be kept in mind when giving a positive response to a favor request?

Graders Info :

Occasionally, as a business professional, you will be asked for special favors. You might receive
invitations to speak at various civic or education events, spearhead fund-raising and other service
projects, or offer your expertise in other ways. If you say "Yes," you might as well say it
enthusiastically.
Sending an unplanned, stereotyped acceptance suggests that the contribution will be similar.
If you find yourself responding to invitations frequently, you can draft a form message that you will
revise for each invitation you receive.

67. Describe form messages used for routine responses.

Graders Info :

Form messages are a fast and efficient way of transmitting frequently recurring messages to which
receiver reaction is likely favorable or neutral. Inputting a customer's name, address, and other
variables personalizes each message to meet the needs of its receiver.
Companies might use form paragraphs that have been saved as template documents. When
composing a document, select the appropriate paragraph according to your receiver's request. After
assembling the selected files on the computer screen, input the particular information for the
situation, and print a copy of the personalized message on letterhead to send to the receiver.
Form letters have earned a negative connotation because of their tendency to be impersonal. Many
people simply refuse to read such letters for that reason. Personalizing a form letter can circumvent
this problem.
68. How are routine messages about order and credit handled? What is an acknowledgment
message?

Graders Info :

Routine messages, such as customer order acknowledgments, are written deductively. Normally,
credit information is requested and transmitted electronically from the national credit reporting
agencies to companies requesting credit references. However, when companies choose to request
information directly from other businesses, individual credit requests and responses must be
written.
When customers place orders for merchandise, they expect to get exactly what they ordered as
quickly as possible. Most orders can be acknowledged by shipping the order; no message is
necessary. For an initial order and for an order that cannot be filled quickly and precisely,
companies typically send an acknowledgment message.
An acknowledgment message is a document that indicates an order has been received and is being
processed.

69. How are customer orders acknowledged? Describe the features of a well-written order
confirmation.

Graders Info :

When customers place orders for merchandise, they expect to get exactly what they ordered as
quickly as possible. Most orders can be acknowledged by shipping the order; no message is
necessary. For an initial order and for an order that cannot be filled quickly and precisely,
companies typically send an acknowledgment message, a document that indicates the order has
been received and is being processed. Typically, acknowledgment messages are preprinted letters or
copies of the sales order.
A well-written order confirmation has the following features:
a. It provides warm, personal subject line.
b. It welcomes new customers.
c. It assures quality service by indicating a customer service representative's knowledge and
achievements.
d. It provides phone number and email address to reinforce commitment to customer service.
Nonroutine orders, such as initial orders, custom orders, and delayed orders, require individualized
acknowledgment messages. When well-written, these messages not only acknowledge the order but
also create customer goodwill and encourage the customer to place additional orders.

70. What are the obligations involved in providing credit information?

Graders Info :

Replies to requests for credit information are usually simple-just fill in the blanks and return the
document. If the request does not include a form, follow a deductive plan in writing the reply: the
major idea first, followed by supporting details.
When providing credit information, you have an ethical and legal obligation to yourself, the credit
applicant, and the business from which credit is requested. You must be able to document any
statement you make to defend yourself against a defamation charge. Thus, good advice is to stick
with facts; omit any opinions. "I am sure he will pay promptly" is an opinion that should be omitted,
but include the documentable fact that "His payments are always prompt."

71. What are the guidelines you should follow when extending credit?

Graders Info :

When extending credit, follow these guidelines as you write deductively:

a. Open by extending credit and acknowledging shipment of an order. Because of its importance, the
credit aspect is emphasized more than the acknowledgment of the order. In other cases (in which
the order is for cash or the credit terms are already clearly understood), the primary purpose of
writing might be to acknowledge an order.
b. Indicate the basis for the decision to extend credit and explain the credit terms. Indicating that
you are extending credit on the basis of an applicant's prompt paying habits with present creditors
might encourage this new customer to continue these habits with you.
c. Present credit policies. Explain policies (e.g., credit terms, authorized discounts, payment dates).
Include any legally required disclosure documents.
d. Communicate a genuine desire to build a strong business relationship. Include resale, sales
promotional material, and comments that remind a customer of the benefits of doing business with
you and encourage additional orders.

72. Describe the features of a good letter extending credit to a retailer.

Graders Info :

A good letter extending credit has the following features:

a. It acknowledges a customer's electronic access to product and implies credit extension.
b. It recognizes a dealer for earning credit privilege and gives reason for credit extension.
c. It includes credit terms and encourages taking advantage of discount.
d. It presents a reseller a reminder of product benefits and encourages future business.
e. It includes sales promotion. It assumes satisfaction with initial order and looks confidently for
future business.
A timely response is preferable for any business document, but it is especially important when
communicating about credit. The Equal Credit Opportunity Act (ECOA) requires that a credit
applicant be notified of the credit decision within 30 days of receipt of the request or application.
The party granting the credit must also disclose the terms of the credit agreement, such as the
address for sending or making payments, due dates for payments, and the interest rate charged.

73. In the context of procedural messages, describe the guidelines you should follow when writing
instructions that require more than a few simple steps.

Graders Info :

Before writing instructions, walk through each step to understand it and to locate potential trouble
spots. Then attempt to determine how much employees already know about the process and to
anticipate any questions or problems. Then as you write instructions that require more than a few
simple steps, follow these guidelines:
a. Begin each step with an action statement to create a vivid picture of an employee completing a
task. Using an action verb and the understood subject you is more vivid than a sentence written in
the passive voice.
b. Itemize each step on a separate line to add emphasis and to simplify reading. Number each step
to indicate that the procedures should be completed in a particular order. If the order of steps is not
important, use bullets rather than numbers.
c. Consider preparing a flow chart depicting the procedures. The cost and effort involved in creating
a sophisticated flow chart might be merited for extremely important and complex procedures.
d. Complete the procedure by following your instructions step-by-step. Correct any errors you locate.
e. Ask a colleague or employee to walk through the procedures. This walk-through will allow you to
identify ambiguous statements, omissions of relevant information, and other sources of potential
problems.

74. SCENARIO-BASED QUESTIONS

Crafting An Effective Routine Claim

Analyze the following routine claim letter and make the required revisions.

Dear Mr. Ortiz:

Eight months ago, I purchased the Wireless-G Broadband Router (2.2 GHz), Model No. 13MP26SD,
from your company. After only eight months of use, it no longer works. It quit working while I was in
the middle of a huge project, and the delay cost me hundreds of dollars.

Since this product came with a year warranty, I am upset that it quit working after less than a year.
It must be defective. I have the receipt for purchase and want a replacement immediately. The
router problem has already cost me time and money. If I do not receive a replacement or refund
immediately, I will not buy your products in the future.

Please send a replacement router via express delivery to the address on this letterhead.

Thank you.

Graders Info :

The analysis of the routine claim letter is as follows:

a. The letter should be revised using a positive tone that assumes the router will be replaced since it
is still under warranty.
b. The request for replacement should be placed in the first sentence. An explanation of the problem
with the router should be provided. It should be explained that the router is still under warranty.
c. A writer-centered, demanding tone should be avoided. It should be assumed that the request will
receive appropriate action.
d. The letter should end on a positive note, thanking the reader for quickly shipping the
replacement.
A proposed solution is included below:

Dear Mr. Ortiz,

Please send me a replacement for the Wireless-G Broadband Router (2.2 GHz) Model No. 13MP26SD
that I purchased eight months ago. The product, which came with a one-year warranty, is defective.

A copy of my receipt is enclosed. Please ship the replacement router this week to the address listed
at the top of this letterhead. I would appreciate express delivery. I am currently facing several work-
related deadlines and need a router as soon as possible to complete my projects.

Because your company is ranked high for quality products and excellent customer service, I
anticipate that my request will be processed as quickly as possible. I am hoping to use the new
router next week, if not sooner.

Sincerely,

75. SCENARIO-BASED QUESTIONS

Customer Requests Information For Returning A Product

The customer service department of Software Solutions received a letter from Samuel Muhler
stating that he placed an order for the AccTabs accounting software and instead received a software
package entitled ThirdWave. He would like to receive a UPS account number to use when returning
the product so that he will not have to pay the shipping, as well as instructions for packaging and
labeling the returned product.
Required: Write an email message as the customer service manager of Software Solutions
responding to Mr. Muhler's requests. Include an appropriate subject line and message body in your
solution.

Graders Info :

The subject line should be descriptive of the situation (example: UPS Instructions for Returned
Merchandise).
The body of the message should be written deductively, beginning with the statement that the
company is glad to assist with the UPS return of the unordered merchandise. A bulleted list of
instructions should follow, including the account information needed for the return. Action verbs
should be used.
A positive statement about a new software title that is about to be released or other related products
should be included.
The message should end with a positive, future-oriented idea.
A complimentary close such as sincerely or thank you should be followed by your name and
signature file information.
A proposed solution follows:
Subject: UPS Instructions for Returned Merchandise
Hi, Mr. Muhler,
We, at Software Solutions, are glad to assist you with the UPS return of the unordered ThirdWave
software package. Please follow the instructions given below:
a. Please visit our website www.softwaresolutions.com.
b. Click on the "Return order" tab.
c. Click on the "Generate return label" tab and provide an email address.
d. A return label and a UPS number will be sent to your email address.
e. Use the details to return the product and you will not be charged for the shipping.
f. Make a note of the tracking details, and you can track your shipment on our website.
We would also like to inform you that we will be launching the AccPro 2.0 software next month. It is
an improved version of the AccPro 1.0. We have fixed many bugs that were present in the earlier
version, and its new features makes accounting much simpler. You can visit our website to try our
demo version.
We are glad to have you as our customer and we look forward to continuing business with you.
Sincerely,

76. SCENARIO-BASED QUESTIONS

Extension Of Credit To InfoSearch

You have received a request for credit from a company called InfoSearch for online databases
available from your company. You are a vendor for information databases, and subscribers to your
services may contract for 12-month access to this information. You offer various service packages
that provide access to specific databases. InfoSearch wants the Standard Package that allows access
to a selection of your company's available databases. The extension of credit will allow InfoSearch to
order additional levels of service as needed and pay for them on a monthly basis.

Required: Write a letter stating that credit is granted to Andrea Schmidt at InfoSearch.

Graders Info :

The body of the message should be written deductively, beginning with the extension of credit and
the reason for the credit approval.

Introduce the credit terms for the annual subscription to the Premier Package. Present resale to
remind InfoSearch of the wealth of information available through your online databases. Include a
positive statement of a new database that will soon be available to subscribers to the Premier
Package.

End the letter with a positive, forward-looking idea of an on-going business relationship.

A proposed solution is as follows:

Dear Ms. Schmidt,

We're pleased to welcome you as a new subscriber to our Standard Package, one of the best
bargains in functional collections of research databases available today. Our databases offer current
information from thousands of quality sources that cover every topic imaginable. In fact, we are
ranked among the top database vendors for comprehensive information and quality service.

Your company's subscription to the Standard Package will be effective immediately. Because of the
excellent credit rating for InfoSearch, we will start your service today, with monthly billing sent
electronically at the start of next month. Simply submit payment within ten days after billing to avoid
late fees. You may add additional services as needed. Should you choose to cancel your annual
subscription, please notify us within 30 days of the expiration date. We will continue your
subscription next year unless notified. It is as simple as that! No hassle with annual renewals. You
will get uninterrupted service from an excellent provider.

Next month, we will be adding two new databases to our Standard Package. As a new subscriber,
you can automatically take advantage of these. You will always get the best information available
because we make it our daily job to stay on top of current electronic sources. You will benefit by this
as we regularly add new databases to our Standard Package services.

Our customer service representatives are available 24/7 to answer your questions. After all,
providing and accessing information is our number one goal. We are here when customers need us.
Enjoy your new subscription today, and call if you need us.

Sincerely,