ESP2 Unit3

Frontloading a message refers to _______.

• including an attachment
• proofreading only the beginning of a letter
• including a salutation or greeting
• placing the main idea of the message first

Which of the following is an effective opening for a routine request message?

• Please answer the following questions about your Web services.
• My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
• I recently read an article about your firm in the local newspaper.
• Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area.

Which part(s) of your messages are readers likely to find most interesting and read first?

• Footnote
• Opening and closing
• Middle paragraphs of justification and explanation
• Salutation

Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

• As a separate enclosure
• In a bulleted or numbered list in the body of her message
• In paragraph form in the body of her message
• In a follow-up e-mail

Which of the following is the most effective opening sentence for a response message?

• Your letter of June 23, in which you sought information about our corporate travel packages, has been referred to me for reply.
• This is to inform you that we received your letter of June 23 seeking information about our corporate travel packages.
• Yes, we can put together a corporate travel package that will meet your needs and fit your budget.
• Thank you so much for your interest in our corporate travel packages.

The conclusion of a response message should _______.

• avoid repeating the information provided or referring to its use
• include familiar expressions such as "If I may be of further assistance, please don't hesitate to call me"
• provide specifics if further action is required
• omit the sender's name to avoid legal liability

Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?

• A clear description of the desired action
• An explanation of the nature of her problem with the digital communication service bundle
• A goodwill statement and end date
• Her phone number

Which of the following openings is appropriate for a direct claim message?

• For the past four years, we have held our annual banquet at your fine restaurant.
• On January 31 a number of our employees attended a banquet at your restaurant.
• Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.
• We were extremely upset to learn that we were charged too much for our banquet.

Which of the following sentences represents an appropriate end date in a claim message?

• Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12.
• We wish to end our contract with your company if you cannot improve your service.
• Service calls were made to our Washington Street office on May 20, May 22, and May 27 without resolving the problem.
• Please replace the five Panasonic projectors we received on December 22 because the model numbers do not match the models ordered.

Which of the following tips would you give to someone who wants to post a complaint online?

• Individuals should give companies an opportunity to resolve the issue before writing an online complaint.
• Posting negative comments online poses no risk because businesses and professionals cannot sue individuals for negative online comments.
• A complaint that you post on social media can only be shared by you.
• Post anonymously because anonymous complaints or reviews cannot be traced.