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Final

COMM 205 Final: COMM 205 - BIG QUESTION FORMATSPremium

6 pages94 viewsWinter 2017

Department
Commerce
Course Code
COMM 205
Professor
Philipe Colas
Study Guide
Final

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COMM205FINALEXAMLONGANSWERSTUDYGUIDE
AmericanPsychologicalAssociation(APA)Format(Pages3134)
Author(s)fulllastnameandfirstletteroffirstname.(Yearofpublication).Articletitle.Journal
Title,Volume(issuenumber),pagenumbers.Retrievedfrom…
EmailsandMemos(Pages3944)
Subjectline=Summarizethecentralidea.
Opening=Statepurposeforwriting,askthemostimportantquestionyouarelookingtoget
answered.Ifrespondingtoarequest,givethereadertherequestedinformationimmediatelyin
theopening.
Body=Asktheadditionalsmallerquestionsandmoreinformationonthesituation.
Conclusion=Tellthecompanyexactlywhatyouneedoutofthemandwhenyouneeditby.
Makesuretoendoffwithgoodwill.
TYPES
1. EmailRequestingInformation(CustomertoCompany):
1.1. Startofwithsalutation“Dear…”
1.2. Stateexactlythequestionyouarelookingtogetanswered
1.3. Providemoreinformationonthesituationandthesmallerquestions
1.4. Closewithshowingappreciationofansweringyourquestion(s)andbywhenyou
needthemansweredby
2. EmailResponsetoCustomer(CompanytoCustomer):
2.1. InSubjectline,identifythepreviouscorrespondenceandsubject
2.2. “DearMr…”
2.3. Placemostimportantinformationfirstintheintroduction“Yes,wedooffer…”
2.4. Downediting,pastingthecustomersquestionsintheemailandansweringthem
2.5. Inthebody,youcandiscusstheproduct/servicetheywereaskingaboutandhow
amazingitis.Thiswouldlinksalespromotiontoreaderbenefits.“OurWorkZone
softwarewasspeciallydesignedtoprovideyouwithexpertformsfor
interviewing…”
2.6. Concludewithadditionalinformationonhowtoreachthemforfurtherquestions
“Justcall18003535555.Ourspecialistsareeagertohelpyouweekdays”
3. MemoDeliveringInstructions(EmployeetoManagerofCompany):
3.1. Startmemorightawaywiththemainreasonforbeingwritten“Tofindtheright
candidatesforyouropenpositionsasfastaspossible,weareimplementinga
newroutine”
3.2. Explainwhychangeisnecessaryandlisttheprocedureofwhatwouldbethe
new“routine”
3.3. Closebyreinforcingbenefitstoreader.Thisisvitalwhenmentioninganew
processtomanager.“Followingtheseguidelineswillsaveyouworkandtime”
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PositiveMessages(Pages4550)
Requestinginformationoraction:
Openbystatingthemainidea“CantheVancouverHiltonprovidemeeting
roomsafterspeakingwith…”
Inthebodyjustifyandexplaintherequest,whilealsoaskingthesmaller
questions“Ourspringsalesconferenceisscheduledfornextweek…Will
youpleaseanswerthefollowingquestionsregardingtheVancouver
Hilton:”
Concludewithrequestingaction“Iwouldappreciateanswerstothese
questionsbySeptember1st”
Respondingtorequests
Opendirectlybydeliveringtheinformationthereceiverwants“Youhave
oursinceregratitudeforproviding…”
Supplyadditionalinformationinthebody
Concludewithacordialstatement“We’regratefulBryant,forthe
entertainingandinstructiveevening…”
TYPES
1. ClaimLetter(CustomercomplaintwrittentoCompany):
1.1. Dear…
1.2. Introduction,stateexactlywhatyouwant“PleasecreditmyVISAaccount…”
1.3. Bodyexplainsexactlywhatwentwrong,whilenotblamingoraccusing
1.4. Nextifyouhavedocumentsprovidethose.Also,stateexactlywhatyouwant
done“Pleaseauthorizeacreditimmediatelyandsendacopyofthetransaction
tome”
1.5. Concludewithpositivity“I’menjoyingallthefeaturesofmyDVDplayerand
wouldlikebeshoppingatthisstoreforsomethingelseshortly.”Usesfriendly
tone
2. AdjustmentLetter(CompanytoCustomerwhowantsarefundoradditionalitem
free):
2.1. Dear…
2.2. Announcegoodnewsrightaway“YoushouldreceivebySeptember25asecond
shipmentofthespeakers…”
2.3. Inthebodyyoushouldregaintheconfidenceofthecustomerbyexplainingwhat
happenedandbysuggestingplansforimprovement
2.4. Concludebybeinggenuineandrespectful“Wedonotwanttobesolargethat
welosetouchwithvaluedcustomerslikeyou.Overtheyearsourcustomer’s
respecthasmadeussuccessful,andwehopethatthepromptdeliveryofthis
shipmentwillearnyours”
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