Test Your Knowledge

1. Should you use the direct or indirect approach for most routine messages? Why?
   
   
2. Where in a routine message should you state your actual request?
   
   
3. How does the question of fault affect what you say in a message granting a claim?
   
   
4. What is the appropriate strategy for responding to a request for a recommendation about a job candidate whose performance was poor?
   
   
5. When is a request routine?
   
   
6. What are some of the guidelines for asking a series of questions in a routine request?
   
   
7. What information should be included in an order request?
   
   
8. How does a claim differ from an adjustment?
   
   
9. How can you avoid sounding insincere when writing a goodwill message?
   
   
10. What are some of the guidelines for writing condolence messages?