The categories of routine replies and positive messages include ...

[james]

The categories of routine replies and positive messages include all of the following except
 
  A) answering requests for information and action.
  B) granting claims and adjustments.
  C) refusing applicants' rsums.
  D) sending goodwill messages.
  E) providing recommendations.

Question 2

Most routine informative messages have a ________ tone.
 
  A) positive
  B) relational
  C) neutral
  D) dogmatic
  E) negative

[stillxalice]

Answer to Question 1

Answer: C
Explanation: C) Routine and positive messages fall into six main categories: requests for information, claim grants and requests for adjustment, recommendations, routine information, good-news announcements, and goodwill messages.

Answer to Question 2

Answer: C
Explanation: C) Most routine communications are neutral; that is, they stimulate neither a positive nor a negative response from readers.

[james]

Thanks for the timely response, appreciate it

[kjohnson]

Excellent