Question 1

What is the first question you should ask yourself as you begin to prepare a message?

Accepted Answer

A)  How will the reader react? 
B)  How can I impress my reader? 
C)  Do I really need to write this e-mail, memo, or letter? 
D)  How can I save my reader's time? 
A)  How will the reader react? 
B)  How can I impress my reader? 
C)  Do I really need to write this e-mail, memo, or letter? 
D)  How can I save my reader's time?

Question 2

What should you do in the body of a direct claim letter?

Accepted Answer

A)  Mention that you have enclosed copies of all pertinent documents. 
B)  Show that you are angry about the situation so that you will be taken seriously. 
C)  Mention the name of the person who is to blame for the problem. 
D)  All of these choices should be included in the body of a straightforward claim letter. 
A)  Mention that you have enclosed copies of all pertinent documents. 
B)  Show that you are angry about the situation so that you will be taken seriously. 
C)  Mention the name of the person who is to blame for the problem. 
D)  All of these choices should be included in the body of a straightforward claim letter.

Question 3

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 4

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

Accepted Answer

Straightfo

Question 5

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 6

A phone call is usually taken more seriously than a written claim letter because the phone call represents personal communication.

Accepted Answer

A) True 
 B)False

Question 7

Some routine requests open with a(n)____________________ command, such as Will you please answer the following questions about your wireless services for business organizations.

Accepted Answer

The answer of Some routine requests open with a(n)____________________ command,...

Question 8

When should you send a thank-you note?

Accepted Answer

A)  When someone gives you a gift 
B)  When someone does a favor for you 
C)  When you have been someone's guest 
D)  You should write a thank-you note for all of these. 
A)  When someone gives you a gift 
B)  When someone does a favor for you 
C)  When you have been someone's guest 
D)  You should write a thank-you note for all of these.

Question 9

Business letters are preferred over e-mail messages when

Accepted Answer

A)  a permanent record is required. 
B)  confidentiality is paramount. 
C)  formality and sensitivity are essential. 
D)  all of these choices. 
A)  a permanent record is required. 
B)  confidentiality is paramount. 
C)  formality and sensitivity are essential. 
D)  all of these choices.

Question 10

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

Accepted Answer

A) True 
 B)False

Question 11

If you analyze your needs, organize your ideas, and frame your request logically, your routine request message will not require a follow-up message and will receive a meaningful answer.

Accepted Answer

A) True 
 B)False

Question 12

Mitchell has decided to write a letter to a local company to ask about internship opportunities.What should he do first?

Accepted Answer

A)  Prepare the rough draft. 
B)  Look up the company's address. 
C)  Decide how he will encourage feedback. 
D)  Analyze the purpose of the letter and the reader. 
A)  Prepare the rough draft. 
B)  Look up the company's address. 
C)  Decide how he will encourage feedback. 
D)  Analyze the purpose of the letter and the reader.

Question 13

Business ____________________ are important when a permanent record is required, when a message is confidential, when formality is necessary, and when a message requires a persuasive, well-considered presentation.

Accepted Answer

The answer of Business ____________________ are important when a permanent...

Question 14

Daniel is writing an e-mail message asking for information and wants so 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)  All of these choices are effective for showing appreciation. 
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)  All of these choices are effective for showing appreciation.

Question 15

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following statements about formatting international business messages is most accurate?

Accepted Answer

A)  The placement and arrangement of letter addresses and closing lines in business letters are the same worldwide. 
B)  For clarity, dates should be expressed in figure format. 
C)  If a letter is important, have someone familiar with local customs read and revise it. 
D)  Business letters worldwide are typewritten and single-spaced. 
A)  The placement and arrangement of letter addresses and closing lines in business letters are the same worldwide. 
B)  For clarity, dates should be expressed in figure format. 
C)  If a letter is important, have someone familiar with local customs read and revise it. 
D)  Business letters worldwide are typewritten and single-spaced.

Question 17

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 18

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

Accepted Answer

A)  We appreciate your message of March 2 wherein you let us know what happened while dining with us last month. 
B)  We have credited your account for $24 to refund your dining bill. 
C)  We are so sorry that you had a bad experience while dining with us last month. 
D)  Although we generally don't offer refunds, we're willing to make an exception in this case. 
A)  We appreciate your message of March 2 wherein you let us know what happened while dining with us last month. 
B)  We have credited your account for $24 to refund your dining bill. 
C)  We are so sorry that you had a bad experience while dining with us last month. 
D)  Although we generally don't offer refunds, we're willing to make an exception in this case.

Question 19

You are responsible for writing an instruction e-mail message that will outline the new procedures to follow to log on to the company network.Develop a numbered list containing at least five steps.Your list should be written clearly using parallel structure.

Accepted Answer

Student answers will vary.Each step shou

Question 20

Which of the following is the best closing sentence for a message requesting information?

Accepted Answer

A)  Thank you in advance for your cooperation. 
B)  Your answers to these questions by April 30 will help us decide which product to purchase. 
C)  Thank you. 
D)  If you have any questions, please do not hesitate to call me. 
A)  Thank you in advance for your cooperation. 
B)  Your answers to these questions by April 30 will help us decide which product to purchase. 
C)  Thank you. 
D)  If you have any questions, please do not hesitate to call me.

What is the first question you should ask yourself as you begin to prepare a message?

What should you do in the body of a direct claim letter?

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

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

The opening of a direct claim letter should

A phone call is usually taken more seriously than a written claim letter because the phone call represents personal communication.

Some routine requests open with a(n)____________________ command, such as Will you please answer the following questions about your wireless services for business organizations.

When should you send a thank-you note?

Business letters are preferred over e-mail messages when

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

If you analyze your needs, organize your ideas, and frame your request logically, your routine request message will not require a follow-up message and will receive a meaningful answer.

Mitchell has decided to write a letter to a local company to ask about internship opportunities.What should he do first?

Business ____________________ are important when a permanent record is required, when a message is confidential, when formality is necessary, and when a message requires a persuasive, well-considered presentation.

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

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

Which of the following statements about formatting international business messages is most accurate?

Routine request and response messages should be written using

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

You are responsible for writing an instruction e-mail message that will outline the new procedures to follow to log on to the company network.Develop a numbered list containing at least five steps.Your list should be written clearly using parallel structure.

Which of the following is the best closing sentence for a message requesting information?

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

What is the first question you should ask yourself as you begin to prepare a message?

What should you do in the body of a direct claim letter?

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

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

The opening of a direct claim letter should

A phone call is usually taken more seriously than a written claim letter because the phone call represents personal communication.

Some routine requests open with a(n)____________________ command, such as Will you please answer the following questions about your wireless services for business organizations.

When should you send a thank-you note?

Business letters are preferred over e-mail messages when

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

If you analyze your needs, organize your ideas, and frame your request logically, your routine request message will not require a follow-up message and will receive a meaningful answer.

Mitchell has decided to write a letter to a local company to ask about internship opportunities.What should he do first?

Business ____________________ are important when a permanent record is required, when a message is confidential, when formality is necessary, and when a message requires a persuasive, well-considered presentation.

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

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

Which of the following statements about formatting international business messages is most accurate?

Routine request and response messages should be written using

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

You are responsible for writing an instruction e-mail message that will outline the new procedures to follow to log on to the company network.Develop a numbered list containing at least five steps.Your list should be written clearly using parallel structure.

Which of the following is the best closing sentence for a message requesting information?

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