Question 1

When developing the tone for a claim letter,________ .

Accepted Answer

A) bear in mind that the person reading your message is seldom responsible for the problem 
B) state the facts of your claim logically,objectively,and unemotionally 
C) remember that smart businesses know that retaining a customer is far less costly than recruiting a new one 
D) keep all of these choices in mind 
A) bear in mind that the person reading your message is seldom responsible for the problem 
B) state the facts of your claim logically,objectively,and unemotionally 
C) remember that smart businesses know that retaining a customer is far less costly than recruiting a new one 
D) keep all of these choices in mind

Question 2

It's a good idea to send a thank-you note ________.

Accepted Answer

A) when someone gives you a gift 
B) when someone does a favor for you 
C) when you have been someone's guest 
D) in each of these situations 
A) when someone gives you a gift 
B) when someone does a favor for you 
C) when you have been someone's guest 
D) in each of these situations

Question 3

Which of the following is the best closing sentence for a message requesting information?

Accepted Answer

A) Thank you in advance for your cooperation. 
B) Your answers to these questions by April 30 will help us decide which product to purchase. 
C) Thank you. 
D) If you have any questions,please do not hesitate to call me. 
A) Thank you in advance for your cooperation. 
B) Your answers to these questions by April 30 will help us decide which product to purchase. 
C) Thank you. 
D) If you have any questions,please do not hesitate to call me.

Question 4

It gives me great pleasure to extend my congratulationsis an effective way to begin a goodwill message.

Accepted Answer

A) True 
 B)False

Question 5

Anticipating future business is an effective way to ________ in the closing of an adjustment message.

Accepted Answer

A) ignore the customer's frustration 
B) ​meet your sales quotas 
C) express confidence that the problem has been resolved 
D) apologize sincerely 
A) ignore the customer's frustration 
B) ​meet your sales quotas 
C) express confidence that the problem has been resolved 
D) apologize sincerely

Question 6

Even if youexpress sympathy immediately after learning of a death or accident via e-mail,you should still follow that message up with a ________ note.

Accepted Answer

The answer of Even if youexpress sympathy immediately after learning...

Question 7

Which of the following is the best closing for an adjustment message?

Accepted Answer

A) We apologize for any inconvenience this has caused. 
B) We are deeply sorry for this unfortunate event. 
C) We hope that this refund check proves our commitment to providing excellent customer service. 
D) If you have any questions,please do not hesitate to call. 
A) We apologize for any inconvenience this has caused. 
B) We are deeply sorry for this unfortunate event. 
C) We hope that this refund check proves our commitment to providing excellent customer service. 
D) If you have any questions,please do not hesitate to call.

Question 8

We apologize for any inconvenience this may have caused is a professional,sincere way to apologize in an adjustment message.

Accepted Answer

A) True 
 B)False

Question 9

________ (or complaint)letters are written by customers to identify or to correct a problem with products or services they have purchased.

Accepted Answer

The answer of ________ (or complaint)letters are written by customers...

Question 10

When writing a positive review of a company or product,it's best to include suggestions for improvement.

Accepted Answer

A) True 
 B)False

Question 11

Business letters are less likely than electronic media to be inspected by unintended recipients.

Accepted Answer

A) True 
 B)False

Question 12

A business letter is a better channel choice than e-mail when ________.

Accepted Answer

A) the matter requires confidentiality 
B) you want to be less formal 
C) time is of the essence 
D) you are writing to an internal audience 
A) the matter requires confidentiality 
B) you want to be less formal 
C) time is of the essence 
D) you are writing to an internal audience

Question 13

You must ask a series of questions in a routine request e-mail message.What is the best way to present these questions?

Accepted Answer

A) In a paragraph in the body of your message 
B) In a separate attached document 
C) In a bulleted or numbered list in the body of your message 
D) In the closing paragraph of your message so that they're not overlooked 
A) In a paragraph in the body of your message 
B) In a separate attached document 
C) In a bulleted or numbered list in the body of your message 
D) In the closing paragraph of your message so that they're not overlooked

Question 14

Writing for social media ________.

Accepted Answer

A) does not require close proofreading because it is informal 
B) requires ​you to consider only external audiences 
C) shines a close light on your writing skills and can affect your career 
D) is completely different from writing traditional business documents 
A) does not require close proofreading because it is informal 
B) requires ​you to consider only external audiences 
C) shines a close light on your writing skills and can affect your career 
D) is completely different from writing traditional business documents

Question 15

The opening of a direct claim letter should ________.

Accepted Answer

A) explain the problem in detail and justify your request 
B) express anger to show the reader that you are serious 
C) open with a clear statement of the problem or with the action you want the receiver to take 
D) remain vague to allow the reader to decide on a remedy for the problem 
A) explain the problem in detail and justify your request 
B) express anger to show the reader that you are serious 
C) open with a clear statement of the problem or with the action you want the receiver to take 
D) remain vague to allow the reader to decide on a remedy for the problem

Question 16

The most emphatic positions in a message are the ________.

Accepted Answer

A) opening and body 
B) body and closing 
C) body and attachments 
D) opening and closing 
A) opening and body 
B) body and closing 
C) body and attachments 
D) opening and closing

Question 17

Deadlines and action information should be placed in the ________ of a routine request message.

Accepted Answer

A) introduction 
B) body 
C) closing 
D) subject line 
A) introduction 
B) body 
C) closing 
D) subject line

Question 18

Which of the following is the best example of placing the most important information first in a routine information request message?

Accepted Answer

A) I am writing this e-mail message to ask for information about some of your products. 
B) Our manager recently gave his staff approval to purchase new office printers. 
C) Hi,my name is Charlie Shi,and I have been asked to write to you directly. 
D) Please answer the following questions about your office printers. 
A) I am writing this e-mail message to ask for information about some of your products. 
B) Our manager recently gave his staff approval to purchase new office printers. 
C) Hi,my name is Charlie Shi,and I have been asked to write to you directly. 
D) Please answer the following questions about your office printers.

Question 19

What is the most accurate statement about direct claim and complaint messages?

Accepted Answer

A) Straightforward claims are those in which persuasion will be necessary to convince the reader that your claim is valid. 
B) If you have a complaint,you'll get the best results if you vent your complaint online using social media such as Facebook and Twitter. 
C) Letters establish a record of what happened more convincingly than other communication channels. 
D) All of the above statements are accurate. 
A) Straightforward claims are those in which persuasion will be necessary to convince the reader that your claim is valid. 
B) If you have a complaint,you'll get the best results if you vent your complaint online using social media such as Facebook and Twitter. 
C) Letters establish a record of what happened more convincingly than other communication channels. 
D) All of the above statements are accurate.

Question 20

Individual consumers can become powerful brand ambassadorsby championing certain products online.

Accepted Answer

A) True 
 B)False

When developing the tone for a claim letter,________ .

It's a good idea to send a thank-you note ________.

Which of the following is the best closing sentence for a message requesting information?

It gives me great pleasure to extend my congratulationsis an effective way to begin a goodwill message.

Anticipating future business is an effective way to ________ in the closing of an adjustment message.

Even if youexpress sympathy immediately after learning of a death or accident via e-mail,you should still follow that message up with a ________ note.

Which of the following is the best closing for an adjustment message?

We apologize for any inconvenience this may have caused is a professional,sincere way to apologize in an adjustment message.

________ (or complaint)letters are written by customers to identify or to correct a problem with products or services they have purchased.

When writing a positive review of a company or product,it's best to include suggestions for improvement.

Business letters are less likely than electronic media to be inspected by unintended recipients.

A business letter is a better channel choice than e-mail when ________.

You must ask a series of questions in a routine request e-mail message.What is the best way to present these questions?

Writing for social media ________.

The opening of a direct claim letter should ________.

The most emphatic positions in a message are the ________.

Deadlines and action information should be placed in the ________ of a routine request message.

Which of the following is the best example of placing the most important information first in a routine information request message?

What is the most accurate statement about direct claim and complaint messages?

Individual consumers can become powerful brand ambassadorsby championing certain products online.

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Résumés, and Cover Letters

Interviewing and Following Up

Filters

Exam 8: Positive Messages

When developing the tone for a claim letter,________ .

It's a good idea to send a thank-you note ________.

Which of the following is the best closing sentence for a message requesting information?

It gives me great pleasure to extend my congratulationsis an effective way to begin a goodwill message.

Anticipating future business is an effective way to ________ in the closing of an adjustment message.

Even if youexpress sympathy immediately after learning of a death or accident via e-mail,you should still follow that message up with a ________ note.

Which of the following is the best closing for an adjustment message?

We apologize for any inconvenience this may have caused is a professional,sincere way to apologize in an adjustment message.

________ (or complaint)letters are written by customers to identify or to correct a problem with products or services they have purchased.

When writing a positive review of a company or product,it's best to include suggestions for improvement.

Business letters are less likely than electronic media to be inspected by unintended recipients.

A business letter is a better channel choice than e-mail when ________.

You must ask a series of questions in a routine request e-mail message.What is the best way to present these questions?

Writing for social media ________.

The opening of a direct claim letter should ________.

The most emphatic positions in a message are the ________.

Deadlines and action information should be placed in the ________ of a routine request message.

Which of the following is the best example of placing the most important information first in a routine information request message?

What is the most accurate statement about direct claim and complaint messages?

Individual consumers can become powerful brand ambassadorsby championing certain products online.

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Résumés, and Cover Letters

Interviewing and Following Up

Filters