Smart business representatives always avoid calling an unhappy customer to resolve problems.

Factual information for reports falls into which two broad categories?

Justification/recommendation reports are sometimes called _______.

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.

Learning the techniques of sales writing _______.

If your receiver might overlook the bad news, it is appropriate to use the direct strategy.

Persuasive claim messages are also called _______.

Informational reports often describe periodic, recurring activities as well as situational, nonrecurring events.

Sondra works for a development firm and must explain to a customer the results of a year-long study of potential sites for new stores. In what format should she develop this report?

In deciding to share negative information about another employee to your supervisor, what question should you consider first?