1. What is the imperative mood, and why is it important to use it in writing instructions?
2. What is a claim? When should it be straightforward?
3. Why should a direct claim be made by letter rather than by e-mail or a telephone call?
4. What is an adjustment message?
5. What are a writer's three goals in composing adjustment messages?
6. What are five characteristics of goodwill messages?
7. What are four groups of people to whom business communicators might write letters of appreciation?
8. What are three elements of business letters going abroad that might be modified to accommodate readers from other cultures?