Question 1

Instruction messages are used to

Accepted Answer

A) establish rules of conduct to be followed within an organization. 
B) explain clearly how to complete a task. 
C) entertain customers by being witty and clever. 
D) All these choices. 
A) establish rules of conduct to be followed within an organization. 
B) explain clearly how to complete a task. 
C) entertain customers by being witty and clever. 
D) All these choices.

Question 2

The body of a routine message that requests information or action should

Accepted Answer

A) present details that explain your request. 
B) request action from the reader. 
C) give any deadline dates. 
D) reveal for the first time why you are writing. 
A) present details that explain your request. 
B) request action from the reader. 
C) give any deadline dates. 
D) reveal for the first time why you are writing.

Question 3

Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

Accepted Answer

A) True 
 B)False

Question 4

What should you do in the body of an adjustment letter?

Accepted Answer

A) Explain who specifically is to blame for the problem. 
B) Explain how you are complying with the claim. 
C) Promise the customer that the problem will never happen again. 
D) Apologize profusely. 
A) Explain who specifically is to blame for the problem. 
B) Explain how you are complying with the claim. 
C) Promise the customer that the problem will never happen again. 
D) Apologize profusely.

Question 5

Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, and when formality is necessary.

Accepted Answer

A) True 
 B)False

Question 6

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 7

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

Accepted Answer

A) when the matter requires confidentiality. 
B) when you want to be informal. 
C) when time is of the essence. 
D) never. Business letters are obsolete. 
A) when the matter requires confidentiality. 
B) when you want to be informal. 
C) when time is of the essence. 
D) never. Business letters are obsolete.

Question 8

A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her?

Accepted Answer

A) Make the review as long as possible so that you can include many details about the restaurant. 
B) To be safe and to protect your privacy, leave the comment anonymously. 
C) Include positives as well as negatives in the review. 
D) Even if the restaurant contacts you to correct the problem, leave the original message posted as is. 
A) Make the review as long as possible so that you can include many details about the restaurant. 
B) To be safe and to protect your privacy, leave the comment anonymously. 
C) Include positives as well as negatives in the review. 
D) Even if the restaurant contacts you to correct the problem, leave the original message posted as is.

Question 9

A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.

Accepted Answer

A) True 
 B)False

Question 10

Companies should respond to every comment left by customers on social media sites.

Accepted Answer

A) True 
 B)False

Question 11

____________________ messages express thanks, congratulations, recognition, and sympathy.

Accepted Answer

The answer of ____________________ messages express thanks, congratulations, recognition, and...

Question 12

Which of the following is the best closing for a straightforward claim letter?

Accepted Answer

A) Thank you in advance for your consideration in this matter. 
B) Please credit $36 to my account by December 31, when my next billing cycle begins. 
C) If I don't get a refund by December 31, I will contact my attorney. 
D) I look forward to having this adjustment made as soon as possible. 
A) Thank you in advance for your consideration in this matter. 
B) Please credit $36 to my account by December 31, when my next billing cycle begins. 
C) If I don't get a refund by December 31, I will contact my attorney. 
D) I look forward to having this adjustment made as soon as possible.

Question 13

Adjustment messages that grant customers' claims should be written using the ____________________ organizational pattern.

Accepted Answer

The answer of Adjustment messages that grant customers' claims should...

Question 14

When should you 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) You should write a thank-you note for all 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) You should write a thank-you note for all these situations.

Question 15

You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the company network. Develop a numbered list containing at least five steps. Your list should be written clearly using parallel structure.

Accepted Answer

Student answers will vary.ach step shoul

Question 16

The closing of a routine request that requires action may include an end ____________________ so that the reader knows when an action is required.

Accepted Answer

The answer of The closing of a routine request that...

Question 17

Very few businesses make adjustments promptly.

Accepted Answer

A) True 
 B)False

Question 18

Business ____________________ are important when a permanent record is required, when a message is confidential, and when formality is necessary.

Accepted Answer

The answer of Business ____________________ are important when a permanent...

Question 19

Straightforward, direct claims are those to which you expect the receiver to agree readily.

Accepted Answer

A) True 
 B)False

Question 20

James received a letter from a customer asking about his company's accounting services. How should James reply to the customer?

Accepted Answer

A) E-mail or IM 
B) Text message 
C) Bound report 
D) Letter 
A) E-mail or IM 
B) Text message 
C) Bound report 
D) Letter

Instruction messages are used to

The body of a routine message that requests information or action should

Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

What should you do in the body of an adjustment letter?

Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, and when formality is necessary.

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

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

A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her?

A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.

Companies should respond to every comment left by customers on social media sites.

____________________ messages express thanks, congratulations, recognition, and sympathy.

Which of the following is the best closing for a straightforward claim letter?

Adjustment messages that grant customers' claims should be written using the ____________________ organizational pattern.

When should you send a thank-you note?

You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the company network. Develop a numbered list containing at least five steps. Your list should be written clearly using parallel structure.

The closing of a routine request that requires action may include an end ____________________ so that the reader knows when an action is required.

Very few businesses make adjustments promptly.

Business ____________________ are important when a permanent record is required, when a message is confidential, and when formality is necessary.

Straightforward, direct claims are those to which you expect the receiver to agree readily.

James received a letter from a customer asking about his company's accounting services. How should James reply to the customer?

Business Communication in the Digital Age

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

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Reporting in the Digital-Age Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés in the Digital Age

Interviewing and Following up

Filters

Exam 8: Positive Messages

Instruction messages are used to

The body of a routine message that requests information or action should

Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

What should you do in the body of an adjustment letter?

Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, and when formality is necessary.

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

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

A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her?

A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.

Companies should respond to every comment left by customers on social media sites.

____________________ messages express thanks, congratulations, recognition, and sympathy.

Which of the following is the best closing for a straightforward claim letter?

Adjustment messages that grant customers' claims should be written using the ____________________ organizational pattern.

When should you send a thank-you note?

You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the company network. Develop a numbered list containing at least five steps. Your list should be written clearly using parallel structure.

The closing of a routine request that requires action may include an end ____________________ so that the reader knows when an action is required.

Very few businesses make adjustments promptly.

Business ____________________ are important when a permanent record is required, when a message is confidential, and when formality is necessary.

Straightforward, direct claims are those to which you expect the receiver to agree readily.

James received a letter from a customer asking about his company's accounting services. How should James reply to the customer?

Business Communication in the Digital Age

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

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Reporting in the Digital-Age Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés in the Digital Age

Interviewing and Following up

Filters