商务商议打印版.docVIP

第七章 1.When it comes to routine message, you can Keep the planning stage brief. 2.When writing routine message, you Can assume that your readers will be interested or neutral 3.When writing a routine request, you begin By politely stating your request. 4.what should you do when asking question s in a routine request? Deal with only one topic per question. 5.which of flowing should you do when closing a routine request? Ask the reader to respond by a specific and appropriate time. 6.A courteous close contains All of above 7.If you are making a routine reply to a customer, it`s a good idea to Include resale information to assure the customer of the wisdom of his or her purchase 8.A positive message should open with a clear and concise statement of the good news 9.If a message has both positive and negative elements, you should Try to put the negative news in a positive context. 10.Which of the following is not among the recommended elements to include in your message if you are responding to a claim or complaint Complete contact information for your corporate legal staff 11.If a customer who is clearly at fault requests an adjustment, you should Carefully weight the cose of complying with the request against the cost of denying it, then decide how to respond based on the overall impact on your company. 12.If a third party (such as a shipping company )is at fault when one of your customers makes a claim or request an adjustment ,the best response is to Following the terms of whatever customer service agreement your company has with he third party 13.Which of the following is generally true about informative message ? Your audience may or may not be expecting them and may or may not be motivated to read them 14.The purpose of goodwill message is to Enhance relationships with customers ,colleague ,and other businesspeople 15.The most effective goodwill messages Are sincere and honest 第八章 1.Which of the following is an effecti