Question 1

To preserve your company's reputation,messages granting customer requests for adjustment should always imply that the customer was at fault.

Accepted Answer

A) True 
 B)False

Question 2

Why are appreciation messages important? What should they include?

Accepted Answer

It is important to recognize the contrib

Question 3

The categories of routine replies and positive messages include all of the following except

Accepted Answer

A)  answering requests for information and action. 
B)  granting claims and adjustments. 
C)  refusing requests. 
D)  sending goodwill messages. 
E)  providing recommendations. 
A)  answering requests for information and action. 
B)  granting claims and adjustments. 
C)  refusing requests. 
D)  sending goodwill messages. 
E)  providing recommendations.

Question 4

There is no reason to put requests to fellow employees in writing.

Accepted Answer

A) True 
 B)False

Question 5

When writing a letter of recommendation,you should

Accepted Answer

A)  illustrate your general points with facts and evidence. 
B)  show it to the job candidate before sending it to the person who requested it. 
C)  overstate the candidate's abilities if he or she is a good friend and really wants the job. 
D)  make sure to include any negative stories you've heard about the candidate. 
E)  always include at least one negative comment to show that you are being objective. 
A)  illustrate your general points with facts and evidence. 
B)  show it to the job candidate before sending it to the person who requested it. 
C)  overstate the candidate's abilities if he or she is a good friend and really wants the job. 
D)  make sure to include any negative stories you've heard about the candidate. 
E)  always include at least one negative comment to show that you are being objective.

Question 6

Customers who are dissatisfied with a company's product or service make a(n)________,or formal complaint.

Accepted Answer

claim
Explanation: If you are

Question 7

When responding to a request for adjustment when a third party is at fault,the best approach is to

Accepted Answer

A)  refuse the claim and suggest that the customer sue the third party. 
B)  refuse the claim but forward the paperwork to the third party. 
C)  respond promptly, explaining how the problem will be solved. 
D)  honor the claim but explain that your company was not at fault. 
E)  refuse the claim, but assure the customer that you will never do business with the third party again. 
A)  refuse the claim and suggest that the customer sue the third party. 
B)  refuse the claim but forward the paperwork to the third party. 
C)  respond promptly, explaining how the problem will be solved. 
D)  honor the claim but explain that your company was not at fault. 
E)  refuse the claim, but assure the customer that you will never do business with the third party again.

Question 8

In requesting a sales report from a co-worker,you should

Accepted Answer

A)  use the indirect approach. 
B)  get straight to the point. 
C)  maintain a formal style and tone. 
D)  use circular reasoning to justify your request. 
E)  do all of the above. 
A)  use the indirect approach. 
B)  get straight to the point. 
C)  maintain a formal style and tone. 
D)  use circular reasoning to justify your request. 
E)  do all of the above.

Question 9

Explain what you should do when replying to a claim when the customer is at fault.

Accepted Answer

First you must decide whether the cost o

Question 10

When making direct requests,you should avoid such polite words and phrases as "please" and "I would appreciate."

Accepted Answer

A) True 
 B)False

Question 11

Most routine messages are

Accepted Answer

A)  positive. 
B)  negative. 
C)  neutral. 
D)  persuasive. 
E)  controversial. 
A)  positive. 
B)  negative. 
C)  neutral. 
D)  persuasive. 
E)  controversial.

Question 12

In responding favorably to a claim even though the customer was at fault,what should you try to accomplish in the body of your message?

Accepted Answer

In the body of the message,you want to d

Question 13

In a positive message,you should explain your point completely in the

Accepted Answer

A)  introduction. 
B)  body. 
C)  close. 
D)  All three, since repetition is the key to getting your message across. 
E)  None of the above, allowing the reader to figure it out on his or her own. 
A)  introduction. 
B)  body. 
C)  close. 
D)  All three, since repetition is the key to getting your message across. 
E)  None of the above, allowing the reader to figure it out on his or her own.

Question 14

If your routine message must convey some mildly disappointing information,what is the best way to present it?

Accepted Answer

If your routine message must convey some

Question 15

Briefly describe the advantages social media releases have over the traditional news release.

Accepted Answer

First,the social media release makes it

Question 16

The close of a routine reply or positive message should

Accepted Answer

A)  clearly state who will do what next. 
B)  explain the reasons for any negative information you have included. 
C)  offer an explanation for why this decision was made. 
D)  create some ambiguity, so the audience will be more likely to contact you. 
E)  always end with a question. 
A)  clearly state who will do what next. 
B)  explain the reasons for any negative information you have included. 
C)  offer an explanation for why this decision was made. 
D)  create some ambiguity, so the audience will be more likely to contact you. 
E)  always end with a question.

Question 17

Writing "thank you in advance" at the close of a routine request

Accepted Answer

A)  is courteous and effective. 
B)  will guarantee a positive response. 
C)  is best to avoid, since many people find it presumptuous. 
D)  is most effective when you end the statement with an exclamation point. 
E)  is expected when your audience is unfamiliar. 
A)  is courteous and effective. 
B)  will guarantee a positive response. 
C)  is best to avoid, since many people find it presumptuous. 
D)  is most effective when you end the statement with an exclamation point. 
E)  is expected when your audience is unfamiliar.

Question 18

If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation,it is best to

Accepted Answer

A)  keep them to yourself. 
B)  include others' criticisms to support your statements. 
C)  refuse to write the recommendation. 
D)  state your opinion strongly, since it is protected by the First Amendment. 
E)  write the letter, but give specific examples to back up your negative comments. 
A)  keep them to yourself. 
B)  include others' criticisms to support your statements. 
C)  refuse to write the recommendation. 
D)  state your opinion strongly, since it is protected by the First Amendment. 
E)  write the letter, but give specific examples to back up your negative comments.

Question 19

What three goals should you have when answering routine requests and a potential sale is involved?

Accepted Answer

Your goals should be: (1)to respond to t

Question 20

Before volunteering someone's name as a reference,always

Accepted Answer

A)  assume you have permission to do so. 
B)  ask that person's permission. 
C)  describe your relationship with that person. 
D)  list that person's address and phone number for ease of contact. 
E)  explain that you're not really sure what they will say about you. 
A)  assume you have permission to do so. 
B)  ask that person's permission. 
C)  describe your relationship with that person. 
D)  list that person's address and phone number for ease of contact. 
E)  explain that you're not really sure what they will say about you.

To preserve your company's reputation,messages granting customer requests for adjustment should always imply that the customer was at fault.

Why are appreciation messages important? What should they include?

The categories of routine replies and positive messages include all of the following except

There is no reason to put requests to fellow employees in writing.

When writing a letter of recommendation,you should

Customers who are dissatisfied with a company's product or service make a(n)________,or formal complaint.

When responding to a request for adjustment when a third party is at fault,the best approach is to

In requesting a sales report from a co-worker,you should

Explain what you should do when replying to a claim when the customer is at fault.

When making direct requests,you should avoid such polite words and phrases as "please" and "I would appreciate."

Most routine messages are

In responding favorably to a claim even though the customer was at fault,what should you try to accomplish in the body of your message?

In a positive message,you should explain your point completely in the

If your routine message must convey some mildly disappointing information,what is the best way to present it?

Briefly describe the advantages social media releases have over the traditional news release.

The close of a routine reply or positive message should

Writing "thank you in advance" at the close of a routine request

If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation,it is best to

What three goals should you have when answering routine requests and a potential sale is involved?

Before volunteering someone's name as a reference,always

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Handbook of Grammar, Mechanics, and Usage

Filters

Exam 8: Writing Routine and Positive Messages

To preserve your company's reputation,messages granting customer requests for adjustment should always imply that the customer was at fault.

Why are appreciation messages important? What should they include?

The categories of routine replies and positive messages include all of the following except

There is no reason to put requests to fellow employees in writing.

When writing a letter of recommendation,you should

Customers who are dissatisfied with a company's product or service make a(n)________,or formal complaint.

When responding to a request for adjustment when a third party is at fault,the best approach is to

In requesting a sales report from a co-worker,you should

Explain what you should do when replying to a claim when the customer is at fault.

When making direct requests,you should avoid such polite words and phrases as "please" and "I would appreciate."

Most routine messages are

In responding favorably to a claim even though the customer was at fault,what should you try to accomplish in the body of your message?

In a positive message,you should explain your point completely in the

If your routine message must convey some mildly disappointing information,what is the best way to present it?

Briefly describe the advantages social media releases have over the traditional news release.

The close of a routine reply or positive message should

Writing "thank you in advance" at the close of a routine request

If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation,it is best to

What three goals should you have when answering routine requests and a potential sale is involved?

Before volunteering someone's name as a reference,always

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Handbook of Grammar, Mechanics, and Usage

Filters