Typical Request, Response, and Instruction Messages
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Author: Ryan Smith
Business letters can be used to request information or action. Familiarize yourself with the organization of these direct request letters so that you can communicate your purpose and achieve a positive outcome.
The opening of a direct request letter should or express a polite command.
Read the following scenario, and answer the following question.
A coworker asks you for advice on how to communicate a strict deadline in a request letter.
What advice would you give?
- Set an end date to take action and explain why.
- Apologize for the need to set a deadline to soften the message.
- Give an approximate date for the deadline.
The quality of information obtained from a request letter depends on the clarity of the inquiry. What techniques can you use to make your request clear? Check all that apply.
- Itemize information to improve readability.
- Place question marks at the end of rhetorical questions.
- Use the recipient's first name.
- Set an end date when appropriate.
- Ask for a specific action.
In the workplace, you will often write messages that reply directly to requests for information or action. Using the direct message pattern will help you respond clearly and effectively.
Complete the following sentence with the best choice.
Effective direct reply letters .
Read the following selection, and answer the following question.
Dear Dr. Davalos:
You are a great customer. We really like serving you. You sent in an inquiry regarding our botanical merchandise refund policy and if we refund purchases for botanical items purchased over a month ago. Well, the answer is “occasionally.”
True or False: This is an effective beginning for a direct reply letter.
- True
- False
Which graphic devices should be used in the body of a direct response letter?
- Lists, tables, headings, and other highlighting techniques
- None; graphic devices are unprofessional
- All caps with occasional italics for emphasis
What strategies should a direct response message use? Check all that apply.
- Identify previous correspondence and the reason for writing in the subject line.
- Use graphic devices to make the message more readable.
- Include personal references to your own experience.
- Place the most important information first.
- Close with an open-ended question to promote dialogue.
What is the value of the real-time feedback of customer comments? Check all that apply.
- They can improve operating instructions.
- They offer customers a venue for product trolling.
- They let companies ignore customer complaints while appearing to be receptive.
- They can expose product flaws.
- They can help clear up supply chain bottlenecks.
Which of these guidelines should you follow when responding to customers online? Check all that apply.
- State your name and position.
- Respond in an upbeat, professional tone.
- Never apologize.
- Promise the issue will never happen again.
- Respond in less than 24 hours.
Read the following selection, and answer the following question.
Subject: Instructions to Activate Your New ACME Death Ray
I am sorry to hear that the last page of your ACME Death Ray instruction manual was eaten by your pet alligator. To activate your device, follow these steps:
1. Locate the big, red button in the center of the command console.2. Press the big, red button.
3. Rain fiery death upon your enemies.
Please contact us if you run into any more difficulties, and thank you again for using ACME for all your world-domination needs.
True or False: This is an effective organization for an instruction message.
- True
- False
