| A | B |
|---|
| Business _________ are important when a permanent record is required, when formality is necessary, and when a message is sensitive and requires an organized, wee-considered presentation. | letters |
| You should use the _________ strategy for positive, everyday messges. | direct |
| Numbered or bulleted lists, headings, columns, or boldface or italic type, also called ________ highlighting, can be used to highlight details in the body of a business letter. | graphic |
| Action information and deadlines belong in the _________ of a business letter. | closing |
| Characteristics of good business letters include clear content, goodwill tone, and correct ______________. | form format |
| ________ -style letters are formatted will all parts of the letter--dateline, inside address, body, and so on--set flush left. | Block |
| Some rountine messages open with a(n) ________ command, such as Will you please answer the following questions about your new line of computer products. | polite |
| The closing of a direct request that requires action may include an end _______ so that the reader knows when an action is required. | date |
| ________ letters are written by customers to identify or correct a problem with products or services they have purchased. | Claim |
| _______________ claims are those to which you expect the receiver to agree readily and are written using the direct organizational pattern. | Straight forward |
| Knowledgeable business communicators use a(n) __________ line in a direct reply letter to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea. | subject |
| The ________ pattern should be used for messages that are mostly good news but may have some negative elements. | direct |
| When a company receives a claim and decides to respnd favorably, the letter is called a(n) _____________ letter. | adjustment |
| Adjustment letters that grant customer's claims should be written using the ___________ organizational pattern. | direct |
| Deciding whether to ____________ to a customer in an adjustment letter is a debatable issue. Some attorney's discourage doing so, but many customers appreciate it. | apologize |
| _________ messages are those that express thanks, congratulations, recognition, or sympathy. | Goodwill |
| Goodwill messages should be selfless, specific, sincere, spontaneous, and __________. | short |
| _________-you motes should be written for favors, gifts, and hospitality. | Thank |
| ___________ notes should refer to a death or misfortune sensitively and offer assistance without going into excessive detail. | Sympathy |
| Letters going to individuals in other parts of the world, such as Japan and Europe, should probably use a more _________ tone than letters written for American business people. | formal |
