Question 1

In today's digital age, business letters have become obsolete.

Accepted Answer

A) True 
 B)False

Question 2

Messages explaining instructions will be most readable if you

Accepted Answer

A) divide the instructions into steps and list the steps in the order in which they are to be performed. 
B) arrange the steps vertically using numbers. 
C) begin each step with an action verb using the imperative (command) mood rather than the indicative mood. 
D) All these choices 
A) divide the instructions into steps and list the steps in the order in which they are to be performed. 
B) arrange the steps vertically using numbers. 
C) begin each step with an action verb using the imperative (command) mood rather than the indicative mood. 
D) All these choices

Question 3

The best business writers do what in the opening paragraph of a routine request message?

Accepted Answer

A) Identify themselves by name and title. 
B) State immediately why they are writing. 
C) Tell a story about the background of the situation. 
D) Greet the reader warmly by asking how he or she is doing. 
A) Identify themselves by name and title. 
B) State immediately why they are writing. 
C) Tell a story about the background of the situation. 
D) Greet the reader warmly by asking how he or she is doing.

Question 4

What is the least accurate statement about posting complaints online?

Accepted Answer

A) If you want a company to pay attention to your complaint, post it online. 
B) Social media posts can make complainers seem irrational. 
C) Anonymous complaints made online can be tracked to the writer. 
D) You can be sued for negative comments you make online. 
A) If you want a company to pay attention to your complaint, post it online. 
B) Social media posts can make complainers seem irrational. 
C) Anonymous complaints made online can be tracked to the writer. 
D) You can be sued for negative comments you make online.

Question 5

Which of the following instructions is in the imperative (command) mood?

Accepted Answer

A) Your report should be submitted by Friday. 
B) The fourth step involves rebooting your computer. 
C) Sign and date the agreement. 
D) All of these choices are in the imperative mood. 
A) Your report should be submitted by Friday. 
B) The fourth step involves rebooting your computer. 
C) Sign and date the agreement. 
D) All of these choices are in the imperative mood.

Question 6

For which of the following situations would a business letter be more appropriate than an e-mail message?

Accepted Answer

A) Requesting information about a product 
B) Replying to a customer's e-mail asking about available shipping methods 
C) Thanking your boss for a birthday gift she gave you 
D) Telling all employees how to purchase parking permits 
A) Requesting information about a product 
B) Replying to a customer's e-mail asking about available shipping methods 
C) Thanking your boss for a birthday gift she gave you 
D) Telling all employees how to purchase parking permits

Question 7

It's not necessary to respond when you receive a written congratulatory note.

Accepted Answer

A) True 
 B)False

Question 8

Routine request and response messages should be written using

Accepted Answer

A) the indirect strategy. 
B) persuasive techniques. 
C) the direct strategy. 
D) pretty, scented stationery. 
A) the indirect strategy. 
B) persuasive techniques. 
C) the direct strategy. 
D) pretty, scented stationery.

Question 9

____________________ (or straightforward) claims are those to which you expect the receiver to agree readily; these claims are written using the direct organizational pattern.

Accepted Answer

The answer of ____________________ (or straightforward) claims are those to...

Question 10

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

Accepted Answer

A) I have been a loyal customer of Bennigan's for many years. 
B) Please credit my Visa account for $36, the amount I was overcharged on November 8. 
C) I was extremely disappointed to be overcharged on my dinner bill. 
D) All of these choices are effective openings for a routine claim letter. 
A) I have been a loyal customer of Bennigan's for many years. 
B) Please credit my Visa account for $36, the amount I was overcharged on November 8. 
C) I was extremely disappointed to be overcharged on my dinner bill. 
D) All of these choices are effective openings for a routine claim letter.

Question 11

What is the most accurate statement about goodwill messages?

Accepted Answer

A) Goodwill messages are obsolete in today's fast-paced society. 
B) You'll make a better impression by giving a ready-made card or calling the person than by writing your own message. 
C) Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured. 
D) Most communicators find it easier to write goodwill messages than other types of business documents. 
A) Goodwill messages are obsolete in today's fast-paced society. 
B) You'll make a better impression by giving a ready-made card or calling the person than by writing your own message. 
C) Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured. 
D) Most communicators find it easier to write goodwill messages than other types of business documents.

Question 12

Action information, including deadline dates, should be placed in the body of a routine request message.

Accepted Answer

A) True 
 B)False

Question 13

The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?

Accepted Answer

A) Specific 
B) Savvy 
C) Spontaneous 
D) Short 
A) Specific 
B) Savvy 
C) Spontaneous 
D) Short

Question 14

Knowledgeable business communicators use a(n) ____________________ line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

Accepted Answer

The answer of Knowledgeable business communicators use a(n) ____________________ line...

Question 15

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 16

Where should deadlines and action information be placed in a routine request message?

Accepted Answer

A) In the introduction 
B) In the body 
C) In the closing 
D) In a P.S. to the message 
A) In the introduction 
B) In the body 
C) In the closing 
D) In a P.S. to the message

Question 17

You should provide necessary details in the _________ of a message that requests information or action.

Accepted Answer

The answer of You should provide necessary details in the...

Question 18

The opening of a direct claim letter should

Accepted Answer

A) explain the problem in detail and justify your request. 
B) use an angry tone 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) use an angry tone 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 19

Instruction messages should be written

Accepted Answer

A) using a straightforward, direct approach. 
B) using an indirect approach. 
C) persuasively. 
D) with a focus on humor and entertainment. 
A) using a straightforward, direct approach. 
B) using an indirect approach. 
C) persuasively. 
D) with a focus on humor and entertainment.

Question 20

What is the least accurate statement about business letters in today's digital age?

Accepted Answer

A) In certain situations letters are still the preferred channel of communication for delivering messages inside an organization. 
B) Businesses continue to give letters to customers a high priority because these messages encourage product feedback, project a favorable image of the organization, and promote future business. 
C) Business letters are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients. 
D) Business letters presented on company stationery carry a sense of formality and importance not possible with e-mail. 
A) In certain situations letters are still the preferred channel of communication for delivering messages inside an organization. 
B) Businesses continue to give letters to customers a high priority because these messages encourage product feedback, project a favorable image of the organization, and promote future business. 
C) Business letters are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients. 
D) Business letters presented on company stationery carry a sense of formality and importance not possible with e-mail.

In today's digital age, business letters have become obsolete.

Messages explaining instructions will be most readable if you

The best business writers do what in the opening paragraph of a routine request message?

What is the least accurate statement about posting complaints online?

Which of the following instructions is in the imperative (command) mood?

For which of the following situations would a business letter be more appropriate than an e-mail message?

It's not necessary to respond when you receive a written congratulatory note.

Routine request and response messages should be written using

____________________ (or straightforward) claims are those to which you expect the receiver to agree readily; these claims are written using the direct organizational pattern.

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

What is the most accurate statement about goodwill messages?

Action information, including deadline dates, should be placed in the body of a routine request message.

The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?

Knowledgeable business communicators use a(n) ____________________ line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

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

Where should deadlines and action information be placed in a routine request message?

You should provide necessary details in the _________ of a message that requests information or action.

The opening of a direct claim letter should

Instruction messages should be written

What is the least accurate statement about business letters in today's digital age?

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

In today's digital age, business letters have become obsolete.

Messages explaining instructions will be most readable if you

The best business writers do what in the opening paragraph of a routine request message?

What is the least accurate statement about posting complaints online?

Which of the following instructions is in the imperative (command) mood?

For which of the following situations would a business letter be more appropriate than an e-mail message?

It's not necessary to respond when you receive a written congratulatory note.

Routine request and response messages should be written using

____________________ (or straightforward) claims are those to which you expect the receiver to agree readily; these claims are written using the direct organizational pattern.

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

What is the most accurate statement about goodwill messages?

Action information, including deadline dates, should be placed in the body of a routine request message.

The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?

Knowledgeable business communicators use a(n) ____________________ line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

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

Where should deadlines and action information be placed in a routine request message?

You should provide necessary details in the _________ of a message that requests information or action.

The opening of a direct claim letter should

Instruction messages should be written

What is the least accurate statement about business letters in today's digital age?

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