Question 1

An effective opener for a message replying to a customer's request might be Yes, our retreat facilities, which can accommodate 126 people, are available on March 9-12, 2015.

Accepted Answer

A) True 
 B)False

Question 2

Goodwill messages⎯such as thank-you notes and condolence messages⎯are often more difficult to write than other types of routine business documents.

Accepted Answer

A) True 
 B)False

Question 3

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 4

Daniel is writing an e-mail message asking for information and wants to show appreciation to his reader in the closing. Which of the following statements best shows his appreciation?

Accepted Answer

A) Thank you for your cooperation. 
B) I appreciate this information because it will allow me to make an effective decision about which plan to choose. 
C) Thank you in advance for all you have done for me. 
D) Thank you. 
A) Thank you for your cooperation. 
B) I appreciate this information because it will allow me to make an effective decision about which plan to choose. 
C) Thank you in advance for all you have done for me. 
D) Thank you.

Question 5

In the ______________ of a claim message, explain the problem and justify your request. Provide the necessary details so that the difficulty can be corrected without further correspondence.

Accepted Answer

The answer of In the ______________ of a claim message,...

Question 6

Which of the following is the best opening sentence for a direct response message?

Accepted Answer

A) Here are the answers to the questions you asked about our banquet facilities. 
B) Thank you for your e-mail message of March 25. 
C) We look forward to helping you with all of your banquet needs. 
D) Your e-mail of March 25 was forwarded to me. 
A) Here are the answers to the questions you asked about our banquet facilities. 
B) Thank you for your e-mail message of March 25. 
C) We look forward to helping you with all of your banquet needs. 
D) Your e-mail of March 25 was forwarded to me.

Question 7

What is the most accurate statement about sending goodwill messages e via e-mail?

Accepted Answer

A) In today's digital age, all goodwill messages should be sent via e-mail.. 
B) If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost, then sending an e-mail goodwill message is acceptable. 
C) Although other goodwill messages can be sent via e-mail, sympathy messages should never be sent this way. 
D) You should never send goodwill messages via e-mail. 
A) In today's digital age, all goodwill messages should be sent via e-mail.. 
B) If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost, then sending an e-mail goodwill message is acceptable. 
C) Although other goodwill messages can be sent via e-mail, sympathy messages should never be sent this way. 
D) You should never send goodwill messages via e-mail.

Question 8

Avoid using words such as regret, inconvenience, and misunderstanding in adjustment message messages.

Accepted Answer

A) True 
 B)False

Question 9

As you prepare to write a business message, you should first ask, "What communication channel should I use?"

Accepted Answer

A) True 
 B)False

Question 10

Action information and deadlines belong in the ____________________ of a routine request message.

Accepted Answer

The answer of Action information and deadlines belong in the...

Question 11

____________________ messages describe how to complete a task.

Accepted Answer

The answer of ____________________ messages describe how to complete a...

Question 12

Goodwill messages are used in business to express thanks, recognition, and sympathy. Explain why these messages are valuable in the workplace and the five Ss that apply when writing them. Then describe three work-related scenarios where it would be appropriate to send each of these types of messages.

Accepted Answer

Student answers will vary.

Goodwill mes

Question 13

Your firm's policy is to respond to some of the comments your customers make on Facebook and Twitter. What should you do when responding to these comments?

Accepted Answer

A) Use a friendly, upbeat, professional tone. 
B) Try to place the blame on others, such as your competitors. 
C) Never admit mistakes because doing so could make your company look incompetent. 
D) You should do all of these when responding. 
A) Use a friendly, upbeat, professional tone. 
B) Try to place the blame on others, such as your competitors. 
C) Never admit mistakes because doing so could make your company look incompetent. 
D) You should do all of these when responding.

Question 14

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 15

What is the most accurate statement about writing skills and social media?

Accepted Answer

A) Social media is seldom used in business, so writing for social media is not important 
B) When writing for social media, correct grammar and spelling is not important 
C) Because of social media, your writing skills will be on display; and the quality of your writing can affect your career. 
D) Writing for social media is completely different from writing traditional business documents. 
A) Social media is seldom used in business, so writing for social media is not important 
B) When writing for social media, correct grammar and spelling is not important 
C) Because of social media, your writing skills will be on display; and the quality of your writing can affect your career. 
D) Writing for social media is completely different from writing traditional business documents.

Question 16

Instructions will be most readable if the steps are presented in a numbered vertical list.

Accepted Answer

A) True 
 B)False

Question 17

Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best communication channel for Caroline to use to request this information?

Accepted Answer

A) E-mail, text, or IM 
B) Fax 
C) Bound report 
D) Letter 
A) E-mail, text, or IM 
B) Fax 
C) Bound report 
D) Letter

Question 18

The most emphatic positions in a message are the opening and ___________.

Accepted Answer

The answer of The most emphatic positions in a message...

Question 19

Which of the following is not a goal in writing adjustment messages?

Accepted Answer

A) To rectify a wrong, if one exists 
B) To regain the confidence of the customer 
C) To avoid future correspondence with the customer 
D) To promote future business 
A) To rectify a wrong, if one exists 
B) To regain the confidence of the customer 
C) To avoid future correspondence with the customer 
D) To promote future business

Question 20

The majority of your writing on the job will involve

Accepted Answer

A) negative messages. 
B) routine, positive messages. 
C) persuasive messages. 
D) entertaining messages. 
A) negative messages. 
B) routine, positive messages. 
C) persuasive messages. 
D) entertaining messages.

An effective opener for a message replying to a customer's request might be Yes, our retreat facilities, which can accommodate 126 people, are available on March 9-12, 2015.

Goodwill messages⎯such as thank-you notes and condolence messages⎯are often more difficult to write than other types of routine business documents.

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

Daniel is writing an e-mail message asking for information and wants to show appreciation to his reader in the closing. Which of the following statements best shows his appreciation?

In the ______________ of a claim message, explain the problem and justify your request. Provide the necessary details so that the difficulty can be corrected without further correspondence.

Which of the following is the best opening sentence for a direct response message?

What is the most accurate statement about sending goodwill messages e via e-mail?

Avoid using words such as regret, inconvenience, and misunderstanding in adjustment message messages.

As you prepare to write a business message, you should first ask, "What communication channel should I use?"

Action information and deadlines belong in the ____________________ of a routine request message.

____________________ messages describe how to complete a task.

Your firm's policy is to respond to some of the comments your customers make on Facebook and Twitter. What should you do when responding to these comments?

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

What is the most accurate statement about writing skills and social media?

Instructions will be most readable if the steps are presented in a numbered vertical list.

Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best communication channel for Caroline to use to request this information?

The most emphatic positions in a message are the opening and ___________.

Which of the following is not a goal in writing adjustment messages?

The majority of your writing on the job will involve

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

An effective opener for a message replying to a customer's request might be Yes, our retreat facilities, which can accommodate 126 people, are available on March 9-12, 2015.

Goodwill messages⎯such as thank-you notes and condolence messages⎯are often more difficult to write than other types of routine business documents.

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

Daniel is writing an e-mail message asking for information and wants to show appreciation to his reader in the closing. Which of the following statements best shows his appreciation?

In the ______________ of a claim message, explain the problem and justify your request. Provide the necessary details so that the difficulty can be corrected without further correspondence.

Which of the following is the best opening sentence for a direct response message?

What is the most accurate statement about sending goodwill messages e via e-mail?

Avoid using words such as regret, inconvenience, and misunderstanding in adjustment message messages.

As you prepare to write a business message, you should first ask, "What communication channel should I use?"

Action information and deadlines belong in the ____________________ of a routine request message.

____________________ messages describe how to complete a task.

Your firm's policy is to respond to some of the comments your customers make on Facebook and Twitter. What should you do when responding to these comments?

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

What is the most accurate statement about writing skills and social media?

Instructions will be most readable if the steps are presented in a numbered vertical list.

Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best communication channel for Caroline to use to request this information?

The most emphatic positions in a message are the opening and ___________.

Which of the following is not a goal in writing adjustment messages?

The majority of your writing on the job will involve

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