Question 1

In the popular block letter format, which of the following guidelines apply?

Accepted Answer

A)  Use ragged, unjustified right margins. 
B)  Use fully justified margins on all sides and center the body of the letter on the page. 
C)  Start the sender's address, the dateline, and the complimentary close at the midpoint; align all other letter parts at the left margin. 
D)  Double-space all content to improve readability. 
A)  Use ragged, unjustified right margins. 
B)  Use fully justified margins on all sides and center the body of the letter on the page. 
C)  Start the sender's address, the dateline, and the complimentary close at the midpoint; align all other letter parts at the left margin. 
D)  Double-space all content to improve readability.

Question 2

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

Accepted Answer

A)  summarizes the reader's claim and request. 
B)  presents the good news immediately. 
C)  explains and clarifies the company's position. 
D)  builds goodwill. 
A)  summarizes the reader's claim and request. 
B)  presents the good news immediately. 
C)  explains and clarifies the company's position. 
D)  builds goodwill.

Question 3

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.

Accepted Answer

A) True 
 B)False

Question 4

One important guideline when preparing instructions is to

Accepted Answer

A)  follow an indirect approach to soften the impact of the demand for compliance. 
B)  begin with an admonition or warning of the punishment for failure to comply fully with directions as written. 
C)  put all steps of the instructions in one paragraph. 
D)  divide the process into logical steps and present them in the correct order. 
A)  follow an indirect approach to soften the impact of the demand for compliance. 
B)  begin with an admonition or warning of the punishment for failure to comply fully with directions as written. 
C)  put all steps of the instructions in one paragraph. 
D)  divide the process into logical steps and present them in the correct order.

Question 5

End dates and specific actions in a routine request message should be placed in the

Accepted Answer

A)  introduction. 
B)  body. 
C)  closing. 
D)  enclosure notation. 
A)  introduction. 
B)  body. 
C)  closing. 
D)  enclosure notation.

Question 6

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

Accepted Answer

A)  assume the company understands his request without explanation. 
B)  use emotional language to show how upset he is about the situation. 
C)  assume the company purposely tries to cheat its customers. 
D)  identify enclosed copies of all pertinent documents. 
A)  assume the company understands his request without explanation. 
B)  use emotional language to show how upset he is about the situation. 
C)  assume the company purposely tries to cheat its customers. 
D)  identify enclosed copies of all pertinent documents.

Question 7

When sending a claim letter by mail, include all original documents such as invoices, sales slips, catalog descriptions, and repair records.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following would be the most effective closing statement in a routine action request message?

Accepted Answer

A)  Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15. 
B)  We hope you can get our work completed in a timely manner. 
C)  Thank you in advance for sending a copy of the contract for installation of a new HVAC system by April 1. 
D)  I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible convenience. 
A)  Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15. 
B)  We hope you can get our work completed in a timely manner. 
C)  Thank you in advance for sending a copy of the contract for installation of a new HVAC system by April 1. 
D)  I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible convenience.

Question 9

Most companies receiving a claim message tend to

Accepted Answer

A)  ignore the first phone call, e-mail, or letter. 
B)  respond only to letters containing complaints that could result in lawsuits or financial harm. 
C)  respond promptly because they want to maintain customer goodwill and loyalty. 
D)  wait two to six weeks to establish a "cooling-off period" prior to responding. 
A)  ignore the first phone call, e-mail, or letter. 
B)  respond only to letters containing complaints that could result in lawsuits or financial harm. 
C)  respond promptly because they want to maintain customer goodwill and loyalty. 
D)  wait two to six weeks to establish a "cooling-off period" prior to responding.

Question 10

Sympathy notes are probably more difficult to write than any other type of message.

Accepted Answer

A) True 
 B)False

Question 11

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.

Accepted Answer

A) True 
 B)False

Question 12

When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.

Accepted Answer

A) True 
 B)False

Question 13

Which statement about a sympathy message is most accurate?

Accepted Answer

A)  Sympathy messages are probably more difficult to write than any other kind of message. 
B)  Sympathy messages should reference the death or misfortune sensitively. 
C)  Sympathy messages should praise the deceased in a personal way. 
D)  All statements are accurate. 
A)  Sympathy messages are probably more difficult to write than any other kind of message. 
B)  Sympathy messages should reference the death or misfortune sensitively. 
C)  Sympathy messages should praise the deceased in a personal way. 
D)  All statements are accurate.

Question 14

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

Accepted Answer

A) True 
 B)False

Question 15

When you respond to customers online, you should do so in less than 24 hours.

Accepted Answer

A) True 
 B)False

Question 16

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.

Accepted Answer

The answer of The first sentence of a direct request...

Question 17

When writing goodwill messages, you should always use the "you" perspective.

Accepted Answer

A) True 
 B)False

Question 18

In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's products or services.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following sentences is not a parallel step in this set of instructions?

Accepted Answer

A)  List the required education, work experience, and technical skills in Section 2. 
B)  Contact the director of human resources to obtain a job-posting identification number. 
C)  Placing age or gender preference in the candidate qualifications section creates legal jeopardy. 
D)  Identify the division, department, and supervising agent for this position in Section 3. 
A)  List the required education, work experience, and technical skills in Section 2. 
B)  Contact the director of human resources to obtain a job-posting identification number. 
C)  Placing age or gender preference in the candidate qualifications section creates legal jeopardy. 
D)  Identify the division, department, and supervising agent for this position in Section 3.

Question 20

Which statement about the format of a business letter is most accurate?

Accepted Answer

A)  Legal agreements are invalid if they do not demonstrate the correct letter format. 
B)  All business letters will use the block formatting style. 
C)  The appearance of a business letter can send nonverbal messages about a sender to a receiver. 
D)  All answer choices are accurate. 
A)  Legal agreements are invalid if they do not demonstrate the correct letter format. 
B)  All business letters will use the block formatting style. 
C)  The appearance of a business letter can send nonverbal messages about a sender to a receiver. 
D)  All answer choices are accurate.

In the popular block letter format, which of the following guidelines apply?

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

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.

One important guideline when preparing instructions is to

End dates and specific actions in a routine request message should be placed in the

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

When sending a claim letter by mail, include all original documents such as invoices, sales slips, catalog descriptions, and repair records.

Which of the following would be the most effective closing statement in a routine action request message?

Most companies receiving a claim message tend to

Sympathy notes are probably more difficult to write than any other type of message.

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.

When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.

Which statement about a sympathy message is most accurate?

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

When you respond to customers online, you should do so in less than 24 hours.

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.

When writing goodwill messages, you should always use the "you" perspective.

In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's products or services.

Which of the following sentences is not a parallel step in this set of instructions?

Which statement about the format of a business letter is most accurate?

Communicating in the Digital Age Workplace

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Negative Messages

Persuasive Messages

Informal Reports

Proposals and Formal Reports

Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings

Business Presentations

the Job Search and Resumes in the Digital Age

Interviewing and Following up

Correction Symbols and Proofreading Marks

Document Format Guide

Documentation Formats

Filters

Exam 6: Positive Messages

In the popular block letter format, which of the following guidelines apply?

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

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.

One important guideline when preparing instructions is to

End dates and specific actions in a routine request message should be placed in the

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

When sending a claim letter by mail, include all original documents such as invoices, sales slips, catalog descriptions, and repair records.

Which of the following would be the most effective closing statement in a routine action request message?

Most companies receiving a claim message tend to

Sympathy notes are probably more difficult to write than any other type of message.

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.

When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.

Which statement about a sympathy message is most accurate?

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

When you respond to customers online, you should do so in less than 24 hours.

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.

When writing goodwill messages, you should always use the "you" perspective.

In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's products or services.

Which of the following sentences is not a parallel step in this set of instructions?

Which statement about the format of a business letter is most accurate?

Communicating in the Digital Age Workplace

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Negative Messages

Persuasive Messages

Informal Reports

Proposals and Formal Reports

Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings

Business Presentations

the Job Search and Resumes in the Digital Age

Interviewing and Following up

Correction Symbols and Proofreading Marks

Document Format Guide

Documentation Formats

Filters