Rhetorical questions (Multiple Choice)

Answer to #1

C

Answer to #2

The analysis of the routine claim letter is as follows:
a . The letter should be revised using a positive tone that assumes the router will be replaced since it is still under warranty.
b. The request for replacement should be placed in the first sentence. An explanation of the problem with the router should be provided. It should be explained that the router is still under warranty.
c. A writer-centered, demanding tone should be avoided. It should be assumed that the request will receive appropriate action.
d. The letter should end on a positive note, thanking the reader for quickly shipping the replacement.

A proposed solution is included below:

Dear Mr. Ortiz,

Please send me a replacement for the Wireless-G Broadband Router (2.2 GHz) Model No. 13MP26SD that I purchased eight months ago. The product, which came with a one-year warranty, is defective.

A copy of my receipt is enclosed. Please ship the replacement router this week to the address listed at the top of this letterhead. I would appreciate express delivery. I am currently facing several work-related deadlines and need a router as soon as possible to complete my projects.

Because your company is ranked high for quality products and excellent customer service, I anticipate that my request will be processed as quickly as possible. I am hoping to use the new router next week, if not sooner.

Sincerely,

Answer to #3

C

Answer to #4

B

Answer to #5

Before writing instructions, walk through each step to understand it and to locate potential trouble spots. Then attempt to determine how much employees already know about the process and to anticipate any questions or problems. Then as you write instructions that require more than a few simple steps, follow these guidelines:
a . Begin each step with an action statement to create a vivid picture of an employee completing a task. Using an action verb and the understood subject you is more vivid than a sentence written in the passive voice.
b. Itemize each step on a separate line to add emphasis and to simplify reading. Number each step to indicate that the procedures should be completed in a particular order. If the order of steps is not important, use bullets rather than numbers.
c. Consider preparing a flow chart depicting the procedures. The cost and effort involved in creating a sophisticated flow chart might be merited for extremely important and complex procedures.
d. Complete the procedure by following your instructions step-by-step. Correct any errors you locate.
e. Ask a colleague or employee to walk through the procedures. This walk-through will allow you to identify ambiguous statements, omissions of relevant information, and other sources of potential problems.