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Business Communications Chapter6

1. Most workplace messages are
ANSWER:
c
RATIONALE:
Most workplace messages are positive or neutral and help workers conduct everyday business.
2. Most workplace messages should be organized
ANSWER:
c
RATIONALE:
Most workplace messages should be organized directly by revealing the main idea first.
3. Which of the following is not a routine business message?
ANSWER:
b
RATIONALE:
A letter to a customer that denies his or her credit request would not be a routine business message because routine messages are positive messages. Routine messages include simple requests for information or action, replies to customers, explanations to coworkers, instructions, direct claims, and complaints.
4. Which of the following is not one of the most frequently used communication channels in businesses today?
ANSWER:
d
RATIONALE:
E-mails, memos, and letters are the most frequently used communication channels used in businesses.
5. Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?
ANSWER:
c
RATIONALE:
Although e-mail is the No. 1 communication channel, businesses continue to rely on letters for certain messages outside an organization.
6. Although e-mail is successful for both internal and external communication, you should still use letters when
ANSWER:
c
RATIONALE:
You should write a business letter when formality and sensitivity are essential. Other reasons for writing letters include the need for a permanent record; the need for confidentiality; and the need for a persuasive, well-organized presentation.
7. In which of the following situations should you send a letter instead of an e-mail message?
ANSWER:
b
RATIONALE:
You should write a letter to ask members of the community to contribute to a fundraising effort to improve the local parks because you are delivering a persuasive message. You could deliver all other messages effectively via e-mail.
8. Which statement about the format of a business letter is most accurate?
ANSWER:
c
RATIONALE:
Regardless of the words printed on the paper, the format of a business letter communicates silent messages about the writer such as his or her carefulness and experience.
9. In the popular block letter format, which of the following guidelines apply?
ANSWER:
a
RATIONALE:
In full-block style, the parts of a letter (dateline, inside address, body, and so on) are set flush left on the page. The letter is arranged on the page so that it is centered and framed by white space with margins of 1 to 1 1/2 inches. Set lines with left justification and ragged right margins.
10. When business writers request information or action that will likely be received positively, they should frontload their messages, which requires
ANSWER:
d
RATIONALE:
When business writers request information or action that will likely be received positively, they should “frontload” their messages, which means putting the most significant statement first.
11. Which of the following is an effective opening for a routine request message?
ANSWER:
a
RATIONALE:
Only “Please answer the following questions about your Web services” specifies the reason that you are writing and is an appropriate, direct opening for your routine request.
12. Which part(s) of your messages are readers likely to find most interesting and read first?
ANSWER:
b
RATIONALE:
The most emphatic positions are the openings and closings. Readers tend to look at them first.
13. Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?
ANSWER:
b
RATIONALE:
The best way to present a series of questions is in a numbered or bulleted list in the body of the message. Courtney should also be certain that the list is presented in parallel structure.
14. The body of a routine request message presents
ANSWER:
a
RATIONALE:
The body of a routine request should explain the request sufficiently. Include the details that allow the reader to understand and, perhaps, comply with your request.
15. End dates and specific actions in a routine request message should be placed in the
ANSWER:
c
RATIONALE:
Use the final paragraph to ask for specific action, to set an end date if appropriate, and to express appreciation. Readers look for action information in your closing paragraph.
16. Which of the following would be the most effective closing statement in a routine action request message?
ANSWER:
a
RATIONALE:
“Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15” asks for specific information and provides a clear end date with a reason for the end date; thus it is the most effective closing statement.
17. In responding positively, you will want to
ANSWER:
b
RATIONALE:
When you are responding positively, you should organize your message directly, just as the request was organized. Open the reply with a statement granting the request.
18. A subject line in a direct reply letter
ANSWER:
b
RATIONALE:
A subject line is optional. If it is used, it may refer to previous correspondence or may summarize the main idea. It does not identify the sender or the company. In addition, it should not be written as a complete sentence or end with a period.
19. Which of the following is the most effective opening sentence for a response message?
ANSWER:
c
RATIONALE:
An effective opening in a response message delivers the information the reader wants. The choice that does this most effectively is “Yes, we can put together a corporate travel package that will meet your needs and fit your budget.”
20. The conclusion of a response message should
ANSWER:
c
RATIONALE:
The closing of a response message should be cordial and promote goodwill with the customer by referring to the provided information, providing specifics if further action is required, including the sender’s name and full contact information, and indicating willingness to help the reader. However, it should not contain clichés such as “If I may be of further assistance, please don’t hesitate to call me.”
21. Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?
ANSWER:
b
RATIONALE:
Be sure to present your promotional material with attention to the “you” view and to reader benefits. Only the sentence beginning with “You will find” focuses on the “you” view and reader benefits.
22. One important guideline when preparing instructions is to
ANSWER:
d
RATIONALE:
Divide your instructions into logical steps and ensure you present those steps in the correct order. While that seems obvious, it is surprising how often a step is presented out of sequence, causing instructions to fail.
23. Which of the following sentences is not a parallel step in this set of instructions?
ANSWER:
c
RATIONALE:
Parallel structure expresses all ideas in the same manner. The one sentence not expressed as a command is “Placing age or gender preference in the candidate qualifications section creates legal jeopardy.”
24. In writing messages that deliver instructions, what advice should you follow?
ANSWER:
b
RATIONALE:
In writing messages that deliver instructions, be careful of your tone; your tone should not be autocratic or dictatorial. Assume that employees want to contribute to the organization’s success and to their own achievement, and avoid placing blame for failures or problems.
25. Which of the following statements about claims is most accurate?
ANSWER:
b
RATIONALE:
Written claims are often taken more seriously, and smart businesses want to hear from their customers. Thus you should write your message using the direct strategy, even if your claim is likely to be granted.
26. Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?
ANSWER:
a
RATIONALE:
In the opening Arika should provide a clear description of the desired action. She should explain the problem and details of the adjustment she desires in the body; she should present her goodwill statement and end date in the closing.
27. Which of the following openings is most appropriate for a claim message?
ANSWER:
c
RATIONALE:
Because this is a direct claim, not a persuasive one, state the action you desire from the reader in the opening. Only “Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet” clearly states the action in an appropriate tone.
28. You can improve the effectiveness of a claim message by
ANSWER:
c
RATIONALE:
The body of a claim message should explain the problem and provide enough details to allow the reader to correct the problem without further correspondence. Using threats and blaming people are not effective techniques.
29. Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will
ANSWER:
d
RATIONALE:
To create an effective claim message, Joaquin will include copies, not the originals, of all pertinent documents, such as invoices, sales slips, catalog descriptions, and repair records.
30. When service is involved in a claim, you should
ANSWER:
c
RATIONALE:
When a service is involved, cite names of individuals spoken to and dates of calls in your claim message. Assume that a company honestly wants to satisfy its customers because most do.
31. In the closing of a claim message, you should
ANSWER:
b
RATIONALE:
To create an effective claim message, you should put a statement of goodwill and a summary of your request in the closing. The justification, explanation, and reference to pertinent documents should be provided in the body. A warning of legal action is not appropriate.
32. Which of the following sentences represents an appropriate end date in a claim message?
ANSWER:
a
RATIONALE:
An end date indicates to the reader when you expect the action to be completed. Only “Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12” provides an end date.
33. Which of the following statements about online complaints or reviews is most accurate?
ANSWER:
a
RATIONALE:
Because businesses want to please their customers, individuals should give companies an opportunity to resolve an issue before they post any online complaints or reviews.
34. Most companies receiving a claim message tend to
ANSWER:
c
RATIONALE:
Because businesses want to maintain customer goodwill and loyalty, most businesses respond promptly to claim messages. In addition, businesses know customers can sue for harm; therefore, a prompt response is more effective in showing respect for customer concern.
35. When granting a customer’s claim, a business communicator should include an opening in an adjustment message that
ANSWER:
b
RATIONALE:
Because the claim is being granted, the good news should be revealed immediately.
36. Which of the following is not a goal when writing adjustment messages?
ANSWER:
b
RATIONALE:
When writing an adjustment message, you have three goals: to rectify the wrong, to gain the confidence of the customer, and to promote future business and goodwill. Do not discuss the customer’s honesty.
37. Which of the following is the most appropriate opening for an adjustment message granting a claim?
ANSWER:
d
RATIONALE:
An effective opening to an adjustment message presents the good news immediately; it does not begin negatively, refer to previous communication, or sound grudging. Only the sentence beginning with “The enclosed check…” is an appropriate opening.
38. Which of the following represents the most appropriate apology in an adjustment message?
ANSWER:
a
RATIONALE:
If you choose to apologize, it should be sincere, appropriate, and brief. It should not use negative words such as “error” and “failure” that may further inflame customers, nor should it make unrealistic promises such as “will never occur again.” Therefore, the sentence beginning with “We understand your reliance…” is the most appropriate apology.
39. You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?
ANSWER:
b
RATIONALE:
Using sensitive language includes these don’ts: do not use negative words, do not make promises or guarantees, and do not blame customers or individuals and departments inside your organization. Customers like to receive an apology, but attorneys may advise against an apology.
40. The closing of an adjustment message should
ANSWER:
b
RATIONALE:
You should not guarantee that the problem will not recur, blame other company employees, or suggest that the readers are responsible. Instead, you should mention the product favorably and express appreciation for the customer’s business. These strategies are both professional and appropriate.
41. Show confidence in the closing of an adjustment message by writing with a positive, confident tone; mentioning the product in a favorable light; and
ANSWER:
d
RATIONALE:
The closing of your adjustment message should have a positive, confident tone. All of the listed elements will show confidence in your company and product, and you should select those most appropriate to each customer and message.
42. What is the best advice for writing goodwill messages?
ANSWER:
c
RATIONALE:
A goodwill message should be written promptly. A prompt message carries the hidden message that you care and that the reader is important to you.
43. Goodwill messages should be short, selfless, specific, spontaneous, and
ANSWER:
b
RATIONALE:
Goodwill messages should adhere to the five Ss, which means they should be short, selfless, specific, spontaneous, and sincere.
44. Businesses often write appreciation messages to which of these receivers?
ANSWER:
d
RATIONALE:
Messages of appreciation are written to customers who complain because businesses value the feedback from the field. In addition, complainers who feel heard often become great supporters of the organization. Messages of appreciation are also written to customers for their orders, to hosts for their hospitality, and to individuals for kindnesses performed.
45. Which of the following is the best opening for a note expressing thanks for a gift?
ANSWER:
a
RATIONALE:
Because the receiver will be pleased to hear from you, you can begin a note of appreciation directly with the purpose of your message, including the specific gift and purpose.
46. Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?
ANSWER:
d
RATIONALE:
The best and most sincere sentence is “Thanks for your kind words regarding my promotion.” The others are inappropriate because they minimize your achievements with comments that suggest you did not really deserve the promotion or that the sender is exaggerating your good qualities.
47. Which statement about a sympathy message is most accurate?
ANSWER:
d
RATIONALE:
Because sympathy messages are probably more difficult to write than any other kind of message, you should follow these tips: reference the death or misfortune sensitively; praise the deceased in a personal way; offer assistance without going into excessive detail; and end on a reassuring, forward-looking note.
48. Which of the following would be least effective in a sympathy note?
ANSWER:
d
RATIONALE:
One message lacks sincerity: “I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.” An effective sympathy note is sincere and uses words showing that you understand what a crushing blow the misfortune is.
49. When writing a message to express condolences, you should mention the loss tactfully, recognize the good qualities of the deceased, assure the receiver of your concern, offer assistance, and
ANSWER:
a
RATIONALE:
Your condolence message should conclude on a positive, reassuring note.
50. Which of these statements regarding the use of e-mail for goodwill messages is most accurate?
ANSWER:
b
RATIONALE:
Although a handwritten note is most impressive, you may use e-mail for some goodwill messages if you frequently communicate with the recipient via e-mail and are certain the e-mail will be received.
51. Most of the workplace messages that you write will likely deal with routine matters that require straightforward answers using the indirect method.
ANSWER:
False
RATIONALE:
Most of the workplace messages that you write will probably deal with routine matters that require straightforward answers using the direct method.
52. Letters are the preferred channel of communication for delivering messages inside an organization.
ANSWER:
False
RATIONALE:
In certain situations letters are still the preferred channel of communication for delivering messages outside an organization.
53. The only factor to consider when deciding if a business letter is the appropriate communication channel is if you are writing to a secondary audience.
ANSWER:
False
RATIONALE:
Whether you send a business letter will depend on the situation and the preference of your organization. Business letters are necessary when the situation demands a permanent record; requires confidentiality; calls for formality and sensitivity; and favors a persuasive, well-considered presentation.
54. Business letters are more confidential than electronic media such as e-mail.
ANSWER:
True
RATIONALE:
Business letters are confidential. They are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients.
55. Business letters make the best impression if you use a good format such as the popular block style.
ANSWER:
True
RATIONALE:
For your letters to make a good impression, you need to select an appropriate format. The block style is a popular format.
56. In block letter style, headings are flush left, but paragraphs and some other elements are indented.
ANSWER:
False
RATIONALE:
Block formatted letters set all elements (inside address, date, salutation, body, complimentary close, and signature block) flush left. This format creates a professional appearance and helps to ensure that your letters will make a good impression.
57. When formatting business letters, you should use ragged-right margins.
ANSWER:
True
RATIONALE:
In preparing business letters, use ragged-right margins. Unjustified margins improve readability by providing visual stops and by making it easier to tell where the next line begins.
58. When writing a request message, use the indirect strategy by placing your request in the body of the message because stating the request in the opening is bad manners.
ANSWER:
False
RATIONALE:
When you write messages that request information or action and you think that your request will be received positively, start with the main idea first. The most emphatic positions in most documents are the opening and closing. Readers tend to look at them first.
59. Place any details explaining your request for information in the body of your request message.
ANSWER:
True
RATIONALE:
The body of a message that requests information or action provides necessary details.
60. You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the closing paragraph of an information-request message.
ANSWER:
False
RATIONALE:
This sentence is a cliché; therefore, it would not be a good closing for any message. Your appreciation will sound most sincere if you avoid mechanical, tired expressions such as this.
61. I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message.
ANSWER:
False
RATIONALE:
Although this opening is frequently used, it is wordy and drawn out. Effective business communicators begin their reply messages by delivering the information the reader wants.
62. If you must provide large amounts of data or answer many questions in your response message, make your message more readable with graphic devices such as lists, tables, headings, boldface, or italics.
ANSWER:
True
RATIONALE:
When answering a group of questions or providing considerable data, arrange the information logically and make it readable by using lists, tables, headings, boldface, italics, or other graphic devices.
63. Trina must respond to a customer inquiry. Her response should not only answer the customer’s questions but also promote her business and its products and services.
ANSWER:
True
RATIONALE:
When responding to a customer’s inquiry, you should do more than merely answer the questions. This is an opportunity to promote your business and its products and services.
64. Do not hesitate to contact me is an effective example of closing pleasantly in a response message.
ANSWER:
False
RATIONALE:
Because everyone appreciates being recognized as an individual, avoid form-letter closings such as “Do not hesitate” or “Thank you in advance.”
65. When you respond to customers online, you should do so in less than 24 hours.
ANSWER:
True
RATIONALE:
Providing a timely online response to a customer is important. Strive to provide an online response to a customer within 24 hours.
66. Like requests and responses, instruction messages follow a straightforward, direct approach.
ANSWER:
True
RATIONALE:
When writing instructions, your goal is to explain clearly how to complete a task. Present your instructions most effectively in a straightforward, direct approach.
67. Instructions should be divided into a series of steps, and then each step should be written in the imperative mood, which means it is written as a command.
ANSWER:
True
RATIONALE:
Instructions should be written in steps, and each step should be written as a command.
68. You should open the valve slowly in order to gradually vent excess pressure is an example of an effectively worded imperative mood step in a set of instructions.
ANSWER:
False
RATIONALE:
Omit “You should” to word your instruction step as a command (imperative mood): Open the valve slowly in order to gradually vent excess pressure.
69. When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.
ANSWER:
True
RATIONALE:
The direct strategy should be used when you expect the receiver of your claim message to agree with your claim.
70. Claims made by telephone or e-mail are just as effective as claims made in writing.
ANSWER:
False
RATIONALE:
Written claim letters are often taken more seriously than claims made by telephone or e-mail.
71. When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.
ANSWER:
True
RATIONALE:
When consumers have a legitimate claim or complaint, they can expect a positive response from a company. Smart businesses want to hear from their customers because they know that retaining a customer is far less costly than recruiting a new customer.
72. When sending a claim letter by mail, include all original documents such as invoices, sales slips, catalog descriptions, and repair records.
ANSWER:
False
RATIONALE:
When sending a claim letter by mail, include copies, not the originals, of all original documents such as invoices, sales slips, catalog descriptions, and repair records.
73. To get the best results, write your claim promptly because delaying a claim makes it seem less important.
ANSWER:
True
RATIONALE:
When making claims, act promptly. Delaying claims makes them appear less important. Delayed claims are also more difficult to verify.
74. Social media experts advise that consumers exhaust all other options for complaints with a company before venting online.
ANSWER:
True
RATIONALE:
Social media experts advise that consumers exhaust all other options for complaints with a company before venting online because most businesses want to please their customers.
75. Individuals can be sued for negative comments made online.
ANSWER:
True
RATIONALE:
Businesses and professionals can take individuals to court for negative comments made online. Therefore, when posting an online review or complaint, focus only on the facts, and keep your comments clean, polite, and to the point.
76. When a company receives a claim and decides to respond favorably, the response message is called an acceptance.
ANSWER:
False
RATIONALE:
When a company receives a claim and decides to respond favorably, the message is called an adjustment.
77. Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy their customers and retain their business.
ANSWER:
True
RATIONALE:
Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy their customers and retain their business.
78. Use a direct organizational pattern in an adjustment message granting a claim.
ANSWER:
True
RATIONALE:
Because you are granting the adjustment, you are writing a good-news message that should use the direct strategy. Begin by granting the request or announcing the adjustment immediately.
79. One goal of an adjustment message is to promote future business.
ANSWER:
True
RATIONALE:
Adjustment messages have three goals: to rectify a wrong, if one exists; to regain the confidence of the customer; and to promote further business.
80. If you are responding favorably to your customer’s claim, the best opening is an apology.
ANSWER:
False
RATIONALE:
Instead of beginning your adjustment message with an apology, use the direct strategy and open by granting the request or announcing the adjustment immediately. If you do decide to apologize, you should do so in the body. However, experts have divided opinions on apologies.
81. I’m sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message.
ANSWER:
False
RATIONALE:
This statement sounds mechanical and insincere. A better apology statement might be “We’re sorry you didn’t receive better service.”
82. Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment message.
ANSWER:
True
RATIONALE:
Words such as “error,” “trouble,” and “inconvenience” should be avoided because they are negative. Your goal is to create a message that is positive and upbeat.
83. In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company’s products or services.
ANSWER:
False
RATIONALE:
In your closing you might mention the product in a favorable light, suggest a new product or service, express your appreciation for the customer’s business, or anticipate future business.
84. Many business communicators are intimidated when they must write a message expressing thanks, recognition, or sympathy.
ANSWER:
True
RATIONALE:
Because communicators struggle to find the right words to express feelings, they have more difficulty writing these goodwill messages than writing ordinary business documents. As a result, writers tend to procrastinate when they must write goodwill messages.
85. A personally written message will have more impact on your reader than a ready-made card.
ANSWER:
True
RATIONALE:
The personal sentiments of the sender are always more expressive and more meaningful to readers than are printed cards or oral messages.
86. In writing goodwill messages, you need not worry about promptness as you do in writing claims and other business messages.
ANSWER:
False
RATIONALE:
Always express thanks, recognition, or sympathy promptly. These messages are easier to write when the situation is fresh in your mind, and they mean more to the recipient. Do not forget that a prompt thank-you note carries the hidden message that you care and that the reader is important to you.
87. When writing goodwill messages, you should always use the “you” perspective.
ANSWER:
True
RATIONALE:
Goodwill messages should be selfless; that is, they should focus on the receiver, not the sender.
88. Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.
ANSWER:
True
RATIONALE:
Effective business communicators personalize goodwill messages by mentioning specific incidents or characteristics of the receiver. They also verify names and other facts.
89. Sympathy notes are probably more difficult to write than any other type of message.
ANSWER:
True
RATIONALE:
Expressing condolences when someone experiences a loss or death is especially difficult. Browse ready-made cards to get some ideas to write your own message containing these elements: (a) refer sensitively to the misfortune or death, (b) praise the deceased, (c) offer assistance, and (d) end on a reassuring, forward-looking note.
90. You should never send a goodwill message via e-mail.
ANSWER:
False
RATIONALE:
According to manners experts at the Emily Post Institute, if you frequently communicate with the receiver by e-mail and are sure your note will be received, then sending a goodwill message by e-mail is acceptable.
91. Most workplace communications will involve routine messages that are positive or neutral. Therefore, they should be organized using the ____________________ strategy.
ANSWER:
direct
RATIONALE:
The direct strategy is used for routine messages that are positive or neutral.
92. Business ____________________ are necessary when a permanent record is required; confidentiality is paramount; formality and sensitivity are essential; or a persuasive, well-considered presentation is important.
ANSWER:
letters
RATIONALE:
Business letters are necessary when (a) a permanent record is required, (b) confidentiality is paramount, (c) formality and sensitivity are essential, and (d) a persuasive, well-considered presentation is important.
93. The first sentence of a direct request is usually a question or a polite ____________________ such as Please answer the following questions about your accommodations for a seminar.
ANSWER:
command
RATIONALE:
The first sentence of a direct request is usually a question or a polite command such as “Please answer the following questions about your accommodations for a seminar.”
94. Instructions should be written in ____________________ using the imperative (command) mood.
ANSWER:
steps
RATIONALE:
Instructions should be written in steps using the imperative (command) mood.
95. When a message is written to identify or to correct a wrong, the message is called a(n) ____________________.
ANSWER:
claim
RATIONALE:
When a message is written to identify or to correct a wrong, the message is called a claim.
96. In the ____________________ of a claim message, you should explain the problem and justify your request.
ANSWER:
body
RATIONALE:
In the body of a claim message, you should explain the problem and justify your request. Provide all relevant details so that the problem can be corrected without further correspondence.
97. When a company receives a claim and decides to respond favorably, the message is called a(n) ____________________.
ANSWER:
adjustment
RATIONALE:
A favorable response to a claim is an adjustment.
98. In an adjustment message, the use of a(n) ____________________ line to identify the previous correspondence is optional.
ANSWER:
subject
RATIONALE:
The use of a subject line in an adjustment message is optional. If used, it should identify the previous correspondence and refer to the main topic.
99. Messages that offer thanks, recognition, or sympathy are called ____________________ messages.
ANSWER:
goodwill
RATIONALE:
Goodwill messages are used to express thanks, recognition, or sympathy.
100. In expressing thanks or responding to goodwill messages, ____________________ notes are most impressive.
ANSWER:
personal
RATIONALE:
Personal notes are most impressive in expressing thanks or responding to goodwill messages. A phone call or e-mail can quickly express appreciation or condolences, but you should follow up those quick messages with a more meaningful handwritten note on your personal stationery.

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