Question 1

Requests for recommendations are generally organized using what approach?

Accepted Answer

A) Question and answer 
B) Direct 
C) Indirect 
D) Persuasive 
E) Free form 
A) Question and answer 
B) Direct 
C) Indirect 
D) Persuasive 
E) Free form

Question 2

The best way to start an opening is to determine the single most important thing to say.

Accepted Answer

A) True 
 B)False

Question 3

When responding to a customer complaint,the best course of action is what?

Accepted Answer

A) Promise the customer complete satisfaction. 
B) Explain how you plan to resolve the issue. 
C) Apologize profusely. 
D) Promise the issue will never happen again. 
E) Indicate to the customer exactly who is to blame. 
A) Promise the customer complete satisfaction. 
B) Explain how you plan to resolve the issue. 
C) Apologize profusely. 
D) Promise the issue will never happen again. 
E) Indicate to the customer exactly who is to blame.

Question 4

In a good news message the opening of the message should contain what?

Accepted Answer

A) Reasons for your decision 
B) Explanation of your request 
C) A clear statement of the request 
D) Request for specific action 
E) Justification for the message 
A) Reasons for your decision 
B) Explanation of your request 
C) A clear statement of the request 
D) Request for specific action 
E) Justification for the message

Question 5

When asking for an adjustment from a company,what is being asked for?

Accepted Answer

A) The settlement of a claim 
B) An opportunity to file a formal complaint 
C) An opportunity to suggest how a product or service could be improved 
D) A resolution to a problem before further steps are required 
E) A discount on a product or service 
A) The settlement of a claim 
B) An opportunity to file a formal complaint 
C) An opportunity to suggest how a product or service could be improved 
D) A resolution to a problem before further steps are required 
E) A discount on a product or service

Question 6

If negative news is likely to be a surprise to the reader,an indirect approach should be used.

Accepted Answer

A) True 
 B)False

Question 7

Discuss the ways in which organizations use letters of recommendation.

Accepted Answer

The need to inquire about people arises

Question 8

What should be avoided when granting claims and requests for adjustment when your company is at fault?

Accepted Answer

A) Blaming anyone in the organization by name 
B) Going into the details of how you plan to resolve the situation 
C) Starting with the assumption that the information the customer provided is correct 
D) Openly sympathize with the customer's situation 
E) Take or assign personal responsibility for setting matters straight 
A) Blaming anyone in the organization by name 
B) Going into the details of how you plan to resolve the situation 
C) Starting with the assumption that the information the customer provided is correct 
D) Openly sympathize with the customer's situation 
E) Take or assign personal responsibility for setting matters straight

Question 9

Discuss strategies for writing letters for claims and adjustments.

Accepted Answer

If you're dissatisfied with a company's

Question 10

Most audiences will comply with a routine message if they feel the writer is not being unreasonable.

Accepted Answer

A) True 
 B)False

Question 11

When dealing with disappointing information,it is best to be blunt.

Accepted Answer

A) True 
 B)False

Question 12

When preparing a message of condolence,which of the following sets of principles should the writer follow?

Accepted Answer

A) Short, simple and sincere 
B) Short, timely and appropriate 
C) Simple, sincere and appropriate 
D) Sincere, direct and timely 
E) Direct, timely and short 
A) Short, simple and sincere 
B) Short, timely and appropriate 
C) Simple, sincere and appropriate 
D) Sincere, direct and timely 
E) Direct, timely and short

Question 13

Updating someone on projects or the status of an order is an example of what type of routine communication?

Accepted Answer

A) Goodwill messages 
B) Answers to routine requests 
C) Claims and adjustment requests 
D) Good-news announcements 
E) Routine informational messages 
A) Goodwill messages 
B) Answers to routine requests 
C) Claims and adjustment requests 
D) Good-news announcements 
E) Routine informational messages

Question 14

Writing a message that includes information readers might find helpful and using content and tone to provide an element of entertainment is best accomplished in what type of message?

Accepted Answer

A) Direct messages 
B) Indirect messages 
C) Persuasive messages 
D) Good news messages 
E) Goodwill messages 
A) Direct messages 
B) Indirect messages 
C) Persuasive messages 
D) Good news messages 
E) Goodwill messages

Question 15

Asking for a claim is the same as asking for a settlement to a problem.

Accepted Answer

A) True 
 B)False

Question 16

How should a request for a recommendation close?

Accepted Answer

A) With the full name and address of the person to whom the letter should be sent 
B) With a complete career summary 
C) With a website link for viewing a résumé 
D) With a statement that triggers the reader's memory of the relationship you had 
E) With an expression of appreciation 
A) With the full name and address of the person to whom the letter should be sent 
B) With a complete career summary 
C) With a website link for viewing a résumé 
D) With a statement that triggers the reader's memory of the relationship you had 
E) With an expression of appreciation

Question 17

Which of the following would be the most common reason to send a congratulatory message to a coworker?

Accepted Answer

A) Wedding 
B) Birth of a child 
C) Graduation 
D) Success in a nonbusiness competition 
E) A significant business achievement 
A) Wedding 
B) Birth of a child 
C) Graduation 
D) Success in a nonbusiness competition 
E) A significant business achievement

Question 18

When developing a routine request for a recommendation,what should go in the body of the message?

Accepted Answer

A) Why the writer wants the position 
B) An expression of appreciation 
C) Information the recipient needs to write the recommendation 
D) Any deadlines that might be important 
E) The purpose of the needed recommendation 
A) Why the writer wants the position 
B) An expression of appreciation 
C) Information the recipient needs to write the recommendation 
D) Any deadlines that might be important 
E) The purpose of the needed recommendation

Question 19

How you respond to a customer complaint often depends on your company's policies for resolving this type of issue.

Accepted Answer

A) True 
 B)False

Question 20

Before responding to a customer complaint,what should first be considered?

Accepted Answer

A) How upset the customer is 
B) How often that particular customer complains 
C) How easy it is to rectify the issue 
D) Relationship with the customer 
E) Company policy for handling customer complaints 
A) How upset the customer is 
B) How often that particular customer complains 
C) How easy it is to rectify the issue 
D) Relationship with the customer 
E) Company policy for handling customer complaints

Requests for recommendations are generally organized using what approach?

The best way to start an opening is to determine the single most important thing to say.

When responding to a customer complaint,the best course of action is what?

In a good news message the opening of the message should contain what?

When asking for an adjustment from a company,what is being asked for?

If negative news is likely to be a surprise to the reader,an indirect approach should be used.

Discuss the ways in which organizations use letters of recommendation.

What should be avoided when granting claims and requests for adjustment when your company is at fault?

Discuss strategies for writing letters for claims and adjustments.

Most audiences will comply with a routine message if they feel the writer is not being unreasonable.

When dealing with disappointing information,it is best to be blunt.

When preparing a message of condolence,which of the following sets of principles should the writer follow?

Updating someone on projects or the status of an order is an example of what type of routine communication?

Writing a message that includes information readers might find helpful and using content and tone to provide an element of entertainment is best accomplished in what type of message?

Asking for a claim is the same as asking for a settlement to a problem.

How should a request for a recommendation close?

Which of the following would be the most common reason to send a congratulatory message to a coworker?

When developing a routine request for a recommendation,what should go in the body of the message?

How you respond to a customer complaint often depends on your company's policies for resolving this type of issue.

Before responding to a customer complaint,what should first be considered?

Understanding Business Communication in Todays Workplace

Collaboration, interpersonal Communication, and Business Etiquette

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Negative Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

Filters

Exam 7: Writing Routine and Positive Messages

Requests for recommendations are generally organized using what approach?

The best way to start an opening is to determine the single most important thing to say.

When responding to a customer complaint,the best course of action is what?

In a good news message the opening of the message should contain what?

When asking for an adjustment from a company,what is being asked for?

If negative news is likely to be a surprise to the reader,an indirect approach should be used.

Discuss the ways in which organizations use letters of recommendation.

What should be avoided when granting claims and requests for adjustment when your company is at fault?

Discuss strategies for writing letters for claims and adjustments.

Most audiences will comply with a routine message if they feel the writer is not being unreasonable.

When dealing with disappointing information,it is best to be blunt.

When preparing a message of condolence,which of the following sets of principles should the writer follow?

Updating someone on projects or the status of an order is an example of what type of routine communication?

Writing a message that includes information readers might find helpful and using content and tone to provide an element of entertainment is best accomplished in what type of message?

Asking for a claim is the same as asking for a settlement to a problem.

How should a request for a recommendation close?

Which of the following would be the most common reason to send a congratulatory message to a coworker?

When developing a routine request for a recommendation,what should go in the body of the message?

How you respond to a customer complaint often depends on your company's policies for resolving this type of issue.

Before responding to a customer complaint,what should first be considered?

Understanding Business Communication in Todays Workplace

Collaboration, interpersonal Communication, and Business Etiquette

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Negative Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

Filters