Question 1

A letter to a successful job applicant _____________

Accepted Answer

A) should follow the indirect approach. 
B) constitutes a legal contract. 
C) should use a formal,neutral tone. 
D) should never be sent by email. 
A) should follow the indirect approach. 
B) constitutes a legal contract. 
C) should use a formal,neutral tone. 
D) should never be sent by email.

Question 2

Why are appreciation messages important? What should they include?

Accepted Answer

It is important to recognize the contrib

Question 3

List three guidelines to follow in preparing the opening of a routine request in the direct format.

Accepted Answer

Pay attention to ton

Question 4

News releases are usually prepared by specially trained writers in the public relations department.

Accepted Answer

A) True 
 B)False

Question 5

In routine messages that are not responses to a reader's message,it is important to state right at the beginning of the message why the reader is receiving the message.

Accepted Answer

A) True 
 B)False

Question 6

When making a routine request,you begin with _____________

Accepted Answer

A) an indication of the importance of your request. 
B) a statement of who you are. 
C) a clear statement of the main idea or request. 
D) a question. 
A) an indication of the importance of your request. 
B) a statement of who you are. 
C) a clear statement of the main idea or request. 
D) a question.

Question 7

When you agree to make an adjustment even though the buyer technically was at fault,a courteous tone is less important.

Accepted Answer

A) True 
 B)False

Question 8

When responding to a customer complaint about one of your company's services,you _____________

Accepted Answer

A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." 
B) use a generous,grudging tone. 
C) use a standard form letter,with blanks left for filling in unique information in neat handwriting. 
D) avoid blaming a specific individual or department for the problem. 
A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." 
B) use a generous,grudging tone. 
C) use a standard form letter,with blanks left for filling in unique information in neat handwriting. 
D) avoid blaming a specific individual or department for the problem.

Question 9

Describe the elements that should be included in an effective closing for a routine request.

Accepted Answer

The closing for an effective r

Question 10

When making direct requests avoid using softening words and phrases such as "please" and "I would appreciate."

Accepted Answer

A) True 
 B)False

Question 11

The purpose of goodwill messages is to _____________

Accepted Answer

A) make a sales pitch. 
B) convey good news about products and operations. 
C) enhance relationships with customers and other businesspeople. 
D) offer help to those in need. 
A) make a sales pitch. 
B) convey good news about products and operations. 
C) enhance relationships with customers and other businesspeople. 
D) offer help to those in need.

Question 12

Dissatisfied customers make a claim or request a(n)adjustment .

Accepted Answer

The answer of Dissatisfied customers make a claim or request...

Question 13

Your response to a complaint depends on both your company's policies for resolving such issues and your assessment of whether the company,the customer,or some third party is at fault.

Accepted Answer

A) True 
 B)False

Question 14

Requests sent to people outside the organization usually _____________

Accepted Answer

A) use the indirect approach. 
B) are in memo or email form. 
C) adopt a more formal tone. 
D) are more complex requests. 
A) use the indirect approach. 
B) are in memo or email form. 
C) adopt a more formal tone. 
D) are more complex requests.

Question 15

It is considered rude to state precisely what you want in any business communication because it is too direct and makes the recipient think you believe that they are not competent enough to figure out what you want.

Accepted Answer

A) True 
 B)False

Question 16

When making a claim (a complaint)or requesting an adjustment (a settlement of claim)you only need to explain the problem and give details because the person or company to whom the claim or adjustment is directed will know exactly what to do to address your concerns.

Accepted Answer

A) True 
 B)False

Question 17

The closing of a routine request makes a request for a specific action and expresses appreciation or goodwill.

Accepted Answer

closing
Fe

Question 18

Unfortunately,if your company makes a mistake,even if you handle the resolution well,your customer will likely never be loyal to your company again.

Accepted Answer

A) True 
 B)False

Question 19

In a goodwill message,honesty and sincerity must come across above all else.

Accepted Answer

A) True 
 B)False

Question 20

When asking questions in a request message _____________

Accepted Answer

A) begin with the least important question and work your way up to the most important. 
B) avoid any open-ended questions. 
C) ask only questions that are central to your main request. 
D) format complicated questions so they stand out from other text. 
A) begin with the least important question and work your way up to the most important. 
B) avoid any open-ended questions. 
C) ask only questions that are central to your main request. 
D) format complicated questions so they stand out from other text.

A letter to a successful job applicant _____________

Why are appreciation messages important? What should they include?

List three guidelines to follow in preparing the opening of a routine request in the direct format.

News releases are usually prepared by specially trained writers in the public relations department.

In routine messages that are not responses to a reader's message,it is important to state right at the beginning of the message why the reader is receiving the message.

When making a routine request,you begin with _____________

When you agree to make an adjustment even though the buyer technically was at fault,a courteous tone is less important.

When responding to a customer complaint about one of your company's services,you _____________

Describe the elements that should be included in an effective closing for a routine request.

When making direct requests avoid using softening words and phrases such as "please" and "I would appreciate."

The purpose of goodwill messages is to _____________

Dissatisfied customers make a claim or request a(n)adjustment .

Your response to a complaint depends on both your company's policies for resolving such issues and your assessment of whether the company,the customer,or some third party is at fault.

Requests sent to people outside the organization usually _____________

It is considered rude to state precisely what you want in any business communication because it is too direct and makes the recipient think you believe that they are not competent enough to figure out what you want.

When making a claim (a complaint)or requesting an adjustment (a settlement of claim)you only need to explain the problem and give details because the person or company to whom the claim or adjustment is directed will know exactly what to do to address your concerns.

The closing of a routine request makes a request for a specific action and expresses appreciation or goodwill.

Unfortunately,if your company makes a mistake,even if you handle the resolution well,your customer will likely never be loyal to your company again.

In a goodwill message,honesty and sincerity must come across above all else.

When asking questions in a request message _____________

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

Communicating Interculturally

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

Filters

Exam 8: Writing Routine and Positive Messages

A letter to a successful job applicant _____________

Why are appreciation messages important? What should they include?

List three guidelines to follow in preparing the opening of a routine request in the direct format.

News releases are usually prepared by specially trained writers in the public relations department.

In routine messages that are not responses to a reader's message,it is important to state right at the beginning of the message why the reader is receiving the message.

When making a routine request,you begin with _____________

When you agree to make an adjustment even though the buyer technically was at fault,a courteous tone is less important.

When responding to a customer complaint about one of your company's services,you _____________

Describe the elements that should be included in an effective closing for a routine request.

When making direct requests avoid using softening words and phrases such as "please" and "I would appreciate."

The purpose of goodwill messages is to _____________

Dissatisfied customers make a claim or request a(n)adjustment .

Your response to a complaint depends on both your company's policies for resolving such issues and your assessment of whether the company,the customer,or some third party is at fault.

Requests sent to people outside the organization usually _____________

It is considered rude to state precisely what you want in any business communication because it is too direct and makes the recipient think you believe that they are not competent enough to figure out what you want.

When making a claim (a complaint)or requesting an adjustment (a settlement of claim)you only need to explain the problem and give details because the person or company to whom the claim or adjustment is directed will know exactly what to do to address your concerns.

The closing of a routine request makes a request for a specific action and expresses appreciation or goodwill.

Unfortunately,if your company makes a mistake,even if you handle the resolution well,your customer will likely never be loyal to your company again.

In a goodwill message,honesty and sincerity must come across above all else.

When asking questions in a request message _____________

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

Communicating Interculturally

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

Filters