Question 1

Not all businesspeople around the world appreciate the efficiency, straightforwardness, and conciseness in business letters that we appreciate in America.

Accepted Answer

A) True 
 B)False

Question 2

A message granting an adjustment or a claim should be arranged using the direct pattern.

Accepted Answer

A) True 
 B)False

Question 3

Information about new products and anticipated future business should never be included in an adjustment message.

Accepted Answer

A) True 
 B)False

Question 4

Most internal messages are exchanged as e-mails or letters.

Accepted Answer

A) True 
 B)False

Question 5

Block style, in which the parts of a letter are set flush left at the page, is a popular business letter format.

Accepted Answer

A) True 
 B)False

Question 6

____________________ letters are written by customers to identify or correct a problem with products or services they have purchased.

Accepted Answer

The answer of ____________________ letters are written by customers to...

Question 7

Deciding whether to ____________________ to a customer in an adjustment message is a debatable issue.Some attorneys discourage doing so, but many customers appreciate it.

Accepted Answer

The answer of Deciding whether to ____________________ to a customer...

Question 8

Very few businesses make adjustments promptly.

Accepted Answer

A) True 
 B)False

Question 9

Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.

Accepted Answer

A) True 
 B)False

Question 10

Henry is working on a business letter and is in the third phase of the 3-x-3 writing process.He has already revised his letter for clarity and has proofread the letter for correctness.What work remains for Henry in this phase?

Accepted Answer

A)  Decide on the letter's organization. 
B)  Prepare a cluster diagram. 
C)  Evaluate the effectiveness of the letter from the reader's standpoint. 
D)  Check for typos. 
A)  Decide on the letter's organization. 
B)  Prepare a cluster diagram. 
C)  Evaluate the effectiveness of the letter from the reader's standpoint. 
D)  Check for typos.

Question 11

Which of the following is the best closing for an adjustment message?

Accepted Answer

A)  We apologize for any inconvenience this has caused. 
B)  We are deeply sorry for this unfortunate event. 
C)  We hope that this refund check proves our commitment to providing excellent customer service. 
D)  If you have any questions, please do not hesitate to call. 
A)  We apologize for any inconvenience this has caused. 
B)  We are deeply sorry for this unfortunate event. 
C)  We hope that this refund check proves our commitment to providing excellent customer service. 
D)  If you have any questions, please do not hesitate to call.

Question 12

Gemma is writing an e-mail message to a company to ask about its software for removing malware (malicious software)from her company's network.Which is the best opening statement for her letter?

Accepted Answer

A)  I read about your new malware removal program on TechnologyReview.com. 
B)  Our company has recently become the victim of malware, and I have been assigned to do something about it. 
C)  Please answer the following questions about your new malware removal program. 
D)  I am hoping you will be able to provide more information about one of your new products. 
A)  I read about your new malware removal program on TechnologyReview.com. 
B)  Our company has recently become the victim of malware, and I have been assigned to do something about it. 
C)  Please answer the following questions about your new malware removal program. 
D)  I am hoping you will be able to provide more information about one of your new products.

Question 13

Which of the following is a command disguised as a polite request?

Accepted Answer

A)  I need your sales data by tomorrow. 
B)  Will you please send my order by USPS Priority Mail. 
C)  Can you meet this month's deadline? 
D)  Bring a copy of the report to today's meeting. 
A)  I need your sales data by tomorrow. 
B)  Will you please send my order by USPS Priority Mail. 
C)  Can you meet this month's deadline? 
D)  Bring a copy of the report to today's meeting.

Question 14

The body of a routine request or response message should

Accepted Answer

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

Question 15

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 16

Prepare business letters using ____________________ style, which means that the parts of the letter (dateline, inside address, body, and so on)are set flush left on the page.

Accepted Answer

The answer of Prepare business letters using ____________________ style, which...

Question 17

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.

Question 18

When writing a routine information or action-request message, whenever possible, focus on benefits to you, the writer.

Accepted Answer

A) True 
 B)False

Question 19

A phone call or face-to-face visit is a better channel choice than e-mail when you need to

Accepted Answer

A)  convey enthusiasm, warmth, or another emotion. 
B)  smooth over disagreements. 
C)  supply a context. 
D)  All of these choices. 
A)  convey enthusiasm, warmth, or another emotion. 
B)  smooth over disagreements. 
C)  supply a context. 
D)  All of these choices.

Question 20

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.

Not all businesspeople around the world appreciate the efficiency, straightforwardness, and conciseness in business letters that we appreciate in America.

A message granting an adjustment or a claim should be arranged using the direct pattern.

Information about new products and anticipated future business should never be included in an adjustment message.

Most internal messages are exchanged as e-mails or letters.

Block style, in which the parts of a letter are set flush left at the page, is a popular business letter format.

____________________ letters are written by customers to identify or correct a problem with products or services they have purchased.

Deciding whether to ____________________ to a customer in an adjustment message is a debatable issue.Some attorneys discourage doing so, but many customers appreciate it.

Very few businesses make adjustments promptly.

Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.

Henry is working on a business letter and is in the third phase of the 3-x-3 writing process.He has already revised his letter for clarity and has proofread the letter for correctness.What work remains for Henry in this phase?

Which of the following is the best closing for an adjustment message?

Gemma is writing an e-mail message to a company to ask about its software for removing malware (malicious software)from her company's network.Which is the best opening statement for her letter?

Which of the following is a command disguised as a polite request?

The body of a routine request or response message should

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

Prepare business letters using ____________________ style, which means that the parts of the letter (dateline, inside address, body, and so on)are set flush left on the page.

The majority of your writing on the job will involve

When writing a routine information or action-request message, whenever possible, focus on benefits to you, the writer.

A phone call or face-to-face visit is a better channel choice than e-mail when you need to

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

Effective and Ethical Communication at Work

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

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Resumes, and Cover Letters

Interviewing and Following Up

Filters

Exam 8: Positive Messages

Not all businesspeople around the world appreciate the efficiency, straightforwardness, and conciseness in business letters that we appreciate in America.

A message granting an adjustment or a claim should be arranged using the direct pattern.

Information about new products and anticipated future business should never be included in an adjustment message.

Most internal messages are exchanged as e-mails or letters.

Block style, in which the parts of a letter are set flush left at the page, is a popular business letter format.

____________________ letters are written by customers to identify or correct a problem with products or services they have purchased.

Deciding whether to ____________________ to a customer in an adjustment message is a debatable issue.Some attorneys discourage doing so, but many customers appreciate it.

Very few businesses make adjustments promptly.

Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.

Henry is working on a business letter and is in the third phase of the 3-x-3 writing process.He has already revised his letter for clarity and has proofread the letter for correctness.What work remains for Henry in this phase?

Which of the following is the best closing for an adjustment message?

Gemma is writing an e-mail message to a company to ask about its software for removing malware (malicious software)from her company's network.Which is the best opening statement for her letter?

Which of the following is a command disguised as a polite request?

The body of a routine request or response message should

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

Prepare business letters using ____________________ style, which means that the parts of the letter (dateline, inside address, body, and so on)are set flush left on the page.

The majority of your writing on the job will involve

When writing a routine information or action-request message, whenever possible, focus on benefits to you, the writer.

A phone call or face-to-face visit is a better channel choice than e-mail when you need to

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

Effective and Ethical Communication at Work

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

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Resumes, and Cover Letters

Interviewing and Following Up

Filters