Question 1

In writing a routine claim,

Accepted Answer

A) the message should begin with a request for action. 
B) the message should begin with the details and explanation. 
C) the message should begin with an expression of appreciation of the business relationship. 
D) none of the above. 
A) the message should begin with a request for action. 
B) the message should begin with the details and explanation. 
C) the message should begin with an expression of appreciation of the business relationship. 
D) none of the above.

Question 2

Which of the following guidelines for writing messages extending credit is FALSE?

Accepted Answer

A) The writer should include the credit terms. 
B) The writer should include the penalty fee for a late payment. 
C) The writer should omit any mention of sales promotion or resale. 
D) None of the above is false. 
A) The writer should include the credit terms. 
B) The writer should include the penalty fee for a late payment. 
C) The writer should omit any mention of sales promotion or resale. 
D) None of the above is false.

Question 3

The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application.

Accepted Answer

A) True 
 B)False

Question 4

One recommended way to check the quality of your voice mail system is to pretend you don't know your direct line or extension number and place a call to yourself.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following requires an individualized acknowledgment message?

Accepted Answer

A) Initial order from a customer 
B) Custom order 
C) Delayed order 
D) All of the above 
A) Initial order from a customer 
B) Custom order 
C) Delayed order 
D) All of the above

Question 6

You are writing to ABClothes.com to request an exchange for an ordered shirt that was recently sent to you in an incorrect size; the message you write will be

Accepted Answer

A) a routine claim. 
B) a persuasive request. 
C) a negative news message. 
D) a goodwill message. 
A) a routine claim. 
B) a persuasive request. 
C) a negative news message. 
D) a goodwill message.

Question 7

Personalized form letters are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver.

Accepted Answer

A) True 
 B)False

Question 8

Explain what is meant by resale and sales promotional material.How are they different from sales messages?

Accepted Answer

Resale refers to a discussion of goods o

Question 9

When you provide credit information about another person,you have an ethical and legal obligation to

Accepted Answer

A) yourself. 
B) the credit applicant. 
C) the business from whom credit is requested. 
D) all of the above. 
A) yourself. 
B) the credit applicant. 
C) the business from whom credit is requested. 
D) all of the above.

Question 10

A procedural message may be ineffective if it

Accepted Answer

A) uses active voice and action verbs. 
B) numbers each step of the procedure in order of completion. 
C) uses a flow chart to show complex procedures. 
D) is not pilot tested by colleagues and other employees. 
A) uses active voice and action verbs. 
B) numbers each step of the procedure in order of completion. 
C) uses a flow chart to show complex procedures. 
D) is not pilot tested by colleagues and other employees.

Question 11

Which of the following is NOT recommended when preparing form messages?

Accepted Answer

A) Add variables to the standard text to tailor the message to the individual. 
B) Use pre-produced mailing labels. 
C) Use stored paragraphs that are selected according to the situation. 
D) Use good quality paper and a high quality printer. 
A) Add variables to the standard text to tailor the message to the individual. 
B) Use pre-produced mailing labels. 
C) Use stored paragraphs that are selected according to the situation. 
D) Use good quality paper and a high quality printer.

Question 12

Zappos focuses on customer service throughout the company as the means to building customer loyalty.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is NOT recommended when leaving a voice mail message on another person's phone?

Accepted Answer

A) Write out key points before you call to organize your thoughts. 
B) Hang up if you have a mental block, and call back. 
C) Write down your phone number as you speak it to slow down to the listener's writing speed. 
D) State only your name, number, and business affiliation. 
A) Write out key points before you call to organize your thoughts. 
B) Hang up if you have a mental block, and call back. 
C) Write down your phone number as you speak it to slow down to the listener's writing speed. 
D) State only your name, number, and business affiliation.

Question 14

The strategies for structuring effective good- and neutral-news messages

Accepted Answer

A) follow the inductive sequence. 
B) vary dramatically from one company to another. 
C) can generally be applied to cultures around the world. 
D) are generally consistent among North American audiences. 
A) follow the inductive sequence. 
B) vary dramatically from one company to another. 
C) can generally be applied to cultures around the world. 
D) are generally consistent among North American audiences.

Question 15

Ola Jensen has placed her first order with your company.What is the BEST method to let her know you received her order?

Accepted Answer

A) Send her a preprinted form letter acknowledging the order. 
B) Send her a copy of the sales order. 
C) Send her sales promotional material. 
D) Send her an individualized acknowledgment message about her order. 
A) Send her a preprinted form letter acknowledging the order. 
B) Send her a copy of the sales order. 
C) Send her sales promotional material. 
D) Send her an individualized acknowledgment message about her order.

Question 16

Goodwill messages can be designed to build strong,lasting relationships among employees,clients,customers,and various other groups.

Accepted Answer

A) True 
 B)False

Question 17

Discuss the impact of culture in delivering good- and routine-news messages.

Accepted Answer

Because message patterns differ from cul

Question 18

When asked to provide credit information about an account holder,good advice is to report only facts and avoid opinions about the applicant.

Accepted Answer

A) True 
 B)False

Question 19

Because message expectations and social conventions differ among cultures,effective communicators adapt their strategies when communicating with various audiences.

Accepted Answer

A) True 
 B)False

Question 20

Using numbers when possible eliminates potential confusion with international audiences because dates and amounts are conveyed in the same way throughout the world.

Accepted Answer

A) True 
 B)False

In writing a routine claim,

Which of the following guidelines for writing messages extending credit is FALSE?

The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application.

One recommended way to check the quality of your voice mail system is to pretend you don't know your direct line or extension number and place a call to yourself.

Which of the following requires an individualized acknowledgment message?

You are writing to ABClothes.com to request an exchange for an ordered shirt that was recently sent to you in an incorrect size; the message you write will be

Personalized form letters are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver.

Explain what is meant by resale and sales promotional material.How are they different from sales messages?

When you provide credit information about another person,you have an ethical and legal obligation to

A procedural message may be ineffective if it

Which of the following is NOT recommended when preparing form messages?

Zappos focuses on customer service throughout the company as the means to building customer loyalty.

Which of the following is NOT recommended when leaving a voice mail message on another person's phone?

The strategies for structuring effective good- and neutral-news messages

Ola Jensen has placed her first order with your company.What is the BEST method to let her know you received her order?

Goodwill messages can be designed to build strong,lasting relationships among employees,clients,customers,and various other groups.

Discuss the impact of culture in delivering good- and routine-news messages.

When asked to provide credit information about an account holder,good advice is to report only facts and avoid opinions about the applicant.

Because message expectations and social conventions differ among cultures,effective communicators adapt their strategies when communicating with various audiences.

Using numbers when possible eliminates potential confusion with international audiences because dates and amounts are conveyed in the same way throughout the world.

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning Spoken and Written Messages

Preparing Spoken and Written Messages

Communicating Electronically

Delivering Bad-News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Résumés and Application Letters

Interviewing for a Job and Preparing Employment Messages

Document Format and Layout Guide

Referencing Styles

Language Review and Exercises

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Exam 6: Delivering Good and Neutral News Messages

In writing a routine claim,

Which of the following guidelines for writing messages extending credit is FALSE?

The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application.

One recommended way to check the quality of your voice mail system is to pretend you don't know your direct line or extension number and place a call to yourself.

Which of the following requires an individualized acknowledgment message?

You are writing to ABClothes.com to request an exchange for an ordered shirt that was recently sent to you in an incorrect size; the message you write will be

Personalized form letters are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver.

Explain what is meant by resale and sales promotional material.How are they different from sales messages?

When you provide credit information about another person,you have an ethical and legal obligation to

A procedural message may be ineffective if it

Which of the following is NOT recommended when preparing form messages?

Zappos focuses on customer service throughout the company as the means to building customer loyalty.

Which of the following is NOT recommended when leaving a voice mail message on another person's phone?

The strategies for structuring effective good- and neutral-news messages

Ola Jensen has placed her first order with your company.What is the BEST method to let her know you received her order?

Goodwill messages can be designed to build strong,lasting relationships among employees,clients,customers,and various other groups.

Discuss the impact of culture in delivering good- and routine-news messages.

When asked to provide credit information about an account holder,good advice is to report only facts and avoid opinions about the applicant.

Because message expectations and social conventions differ among cultures,effective communicators adapt their strategies when communicating with various audiences.

Using numbers when possible eliminates potential confusion with international audiences because dates and amounts are conveyed in the same way throughout the world.

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning Spoken and Written Messages

Preparing Spoken and Written Messages

Communicating Electronically

Delivering Bad-News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Résumés and Application Letters

Interviewing for a Job and Preparing Employment Messages

Document Format and Layout Guide

Referencing Styles

Language Review and Exercises

Extension Course Posttest

Extension Course Pretest

Filters