When writing a procedural message, each step must be written in the passive voice.
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Q46: Analyze the following routine claim letter and
Q47: As persuasive claims are granted willingly, a
Q48: Routine claims usually have the backing of
Q49: For an order that cannot be filled
Q50: A routine request should use a generic
Q52: When favor requests arrive frequently, a form
Q53: Routine messages, such as customer order acknowledgments,
Q54: A good positive response to a routine
Q55: Form messages have a tendency to be
Q56: Positive responses to favor requests should not
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