Question 1

Which of the following openings is most appropriate for a direct claim letter?

Accepted Answer

A)  For the past four years, we have held our annual banquet at your fine restaurant. 
B)  On January 31, 34 of our employees attended a banquet at your restaurant. 
C)  Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet. 
D)  We were extremely upset to learn that we were charged too much for our banquet. 
A)  For the past four years, we have held our annual banquet at your fine restaurant. 
B)  On January 31, 34 of our employees attended a banquet at your restaurant. 
C)  Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet. 
D)  We were extremely upset to learn that we were charged too much for our banquet.

Question 2

Most business letters will involve routine messages that carry good or neutral news. These letters should be organized using the ___________ pattern.

Accepted Answer

direct
Explanation:U

Question 3

Which of the following is not a goal when writing adjustment letters?

Accepted Answer

A)  To gain the confidence of the customer 
B)  To gain thorough documentation to prove that the customer has presented an honest claim 
C)  To rectify the wrong 
D)  To promote future business and goodwill 
A)  To gain the confidence of the customer 
B)  To gain thorough documentation to prove that the customer has presented an honest claim 
C)  To rectify the wrong 
D)  To promote future business and goodwill

Question 4

Marcus has five questions to ask his reader in a routine information request letter. What is the best way to present these questions?

Accepted Answer

A)  As a separate enclosure 
B)  In a bulleted or numbered list in the body of his letter 
C)  In paragraph form in the body of his letter 
D)  In a follow-up e-mail 
A)  As a separate enclosure 
B)  In a bulleted or numbered list in the body of his letter 
C)  In paragraph form in the body of his letter 
D)  In a follow-up e-mail

Question 5

Business ___________ are necessary when a permanent record is required, confidentiality is paramount, formality and sensitivity are essential, or a persuasive, well-considered presentation is important.

Accepted Answer

letters
Explanation:Business letters are

Question 6

You can improve the effectiveness of a direct claim letter by

Accepted Answer

A)  using a few threatening words to get your point across. 
B)  providing a detailed timeline of what happened and the specific person who is to blame for the problem. 
C)  explaining the problem with necessary details. 
D)  including a subtle reference to your attorney or to the Better Business Bureau. 
A)  using a few threatening words to get your point across. 
B)  providing a detailed timeline of what happened and the specific person who is to blame for the problem. 
C)  explaining the problem with necessary details. 
D)  including a subtle reference to your attorney or to the Better Business Bureau.

Question 7

Which of the following would be the most effective closing statement in a routine action request letter?

Accepted Answer

A)  Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15. 
B)  We hope you can get our work completed in a timely manner. 
C)  Thanking you in advance for sending a copy of the contract for installation of a new HVAC system by April 1. 
D)  I would appreciate receiving a copy of the contract for your proposed installation at your earliest convenience. 
A)  Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15. 
B)  We hope you can get our work completed in a timely manner. 
C)  Thanking you in advance for sending a copy of the contract for installation of a new HVAC system by April 1. 
D)  I would appreciate receiving a copy of the contract for your proposed installation at your earliest convenience.

Question 8

The body of a routine request letter should

Accepted Answer

A)  present details that explain your request. 
B)  request action from the receiver. 
C)  give deadline dates. 
D)  reveal for the first time your reason for writing. 
A)  present details that explain your request. 
B)  request action from the receiver. 
C)  give deadline dates. 
D)  reveal for the first time your reason for writing.

Question 9

_____________ notes should refer to a death or misfortune sensitively and offer assistance without going into excessive detail.

Accepted Answer

Sympathy
Explanation:A message

Question 10

Messages that offer thanks, recognition, or sympathy are called ___________ messages.

Accepted Answer

goodwill
Explanation

Question 11

Although e-mail is incredibly successful for both internal and external communication, you should still use letters when

Accepted Answer

A)  you need immediate feedback. 
B)  the message must reach your reader very quickly. 
C)  formality and sensitivity are essential. 
D)  you have too little time to proofread. 
A)  you need immediate feedback. 
B)  the message must reach your reader very quickly. 
C)  formality and sensitivity are essential. 
D)  you have too little time to proofread.

Question 12

In the closing paragraph of an adjustment letter, it is inappropriate to mention another one of your company's products.

Accepted Answer

A) True 
 B)False

Question 13

To be safe in writing a direct reply letter on company stationery, you should

Accepted Answer

A)  wait at least ten business days to allow any problem to subside. 
B)  develop a plan to reduce the benefits offered for any claim resolution. 
C)  gather facts, check figures, and receive any needed approvals. 
D)  have your legal staff check every letter before you send it. 
A)  wait at least ten business days to allow any problem to subside. 
B)  develop a plan to reduce the benefits offered for any claim resolution. 
C)  gather facts, check figures, and receive any needed approvals. 
D)  have your legal staff check every letter before you send it.

Question 14

End dates and specific actions in a routine request letter should be placed in the

Accepted Answer

A)  introduction. 
B)  body. 
C)  closing. 
D)  enclosure notation. 
A)  introduction. 
B)  body. 
C)  closing. 
D)  enclosure notation.

Question 15

Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?

Accepted Answer

A)  Thanks, but I really didn't deserve this promotion. 
B)  So many people were so much more deserving of this promotion than I. 
C)  Your words about my promotion are much too kind! 
D)  Thanks for your kind words regarding my promotion. 
A)  Thanks, but I really didn't deserve this promotion. 
B)  So many people were so much more deserving of this promotion than I. 
C)  Your words about my promotion are much too kind! 
D)  Thanks for your kind words regarding my promotion.

Question 16

Which of the following is an effective opening for a routine information request letter?

Accepted Answer

A)  Please answer the following questions about your Web hosting services. 
B)  My name is Jill Awbrey, and I am the office manager for Cape Consulting Inc. 
C)  I recently read an article about your firm in the Cape Cod Times. 
D)  Cape Consulting Inc. is the premier communication consulting firm in the Cape and islands area. 
A)  Please answer the following questions about your Web hosting services. 
B)  My name is Jill Awbrey, and I am the office manager for Cape Consulting Inc. 
C)  I recently read an article about your firm in the Cape Cod Times. 
D)  Cape Consulting Inc. is the premier communication consulting firm in the Cape and islands area.

Question 17

Use the direct pattern for a claim letter only when the remedy is obvious.

Accepted Answer

A) True 
 B)False

Question 18

In a direct claim request, you should begin with a statement about what a good and loyal customer you are.

Accepted Answer

A) True 
 B)False

Question 19

Nadia has information she must deliver to a client. What should Nadia do first?

Accepted Answer

A)  Prepare a rough draft of her letter 
B)  Find the address and correct spelling of the company 
C)  Conduct research to make sure her information is complete 
D)  Determine whether a letter is even necessary 
A)  Prepare a rough draft of her letter 
B)  Find the address and correct spelling of the company 
C)  Conduct research to make sure her information is complete 
D)  Determine whether a letter is even necessary

Question 20

Beginning an information or action request letter with the request itself is considered rude.

Accepted Answer

A) True 
 B)False

Which of the following openings is most appropriate for a direct claim letter?

Most business letters will involve routine messages that carry good or neutral news. These letters should be organized using the ___________ pattern.

Which of the following is not a goal when writing adjustment letters?

Marcus has five questions to ask his reader in a routine information request letter. What is the best way to present these questions?

Business ___________ are necessary when a permanent record is required, confidentiality is paramount, formality and sensitivity are essential, or a persuasive, well-considered presentation is important.

You can improve the effectiveness of a direct claim letter by

Which of the following would be the most effective closing statement in a routine action request letter?

The body of a routine request letter should

_____________ notes should refer to a death or misfortune sensitively and offer assistance without going into excessive detail.

Messages that offer thanks, recognition, or sympathy are called ___________ messages.

Although e-mail is incredibly successful for both internal and external communication, you should still use letters when

In the closing paragraph of an adjustment letter, it is inappropriate to mention another one of your company's products.

To be safe in writing a direct reply letter on company stationery, you should

End dates and specific actions in a routine request letter should be placed in the

Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?

Which of the following is an effective opening for a routine information request letter?

Use the direct pattern for a claim letter only when the remedy is obvious.

In a direct claim request, you should begin with a statement about what a good and loyal customer you are.

Nadia has information she must deliver to a client. What should Nadia do first?

Beginning an information or action request letter with the request itself is considered rude.

Communication Skills As Career Filters

Planning Business Messages

Composing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Bad News Messages

Persuasive and Sales Messages

Informal Reports

Proposals and Formal Reports

Business Etiquette, Ethics, Teamwork, and Meetings

Business Presentations

The Job Search, Résumés, and Cover Letters

Interviewing and Following up

Document Formats

Proofreading and Corrections Symbols

Citation and Documentation Formats

Filters

Exam 6: Positive Messages

Which of the following openings is most appropriate for a direct claim letter?

Most business letters will involve routine messages that carry good or neutral news. These letters should be organized using the ___________ pattern.

Which of the following is not a goal when writing adjustment letters?

Marcus has five questions to ask his reader in a routine information request letter. What is the best way to present these questions?

Business ___________ are necessary when a permanent record is required, confidentiality is paramount, formality and sensitivity are essential, or a persuasive, well-considered presentation is important.

You can improve the effectiveness of a direct claim letter by

Which of the following would be the most effective closing statement in a routine action request letter?

The body of a routine request letter should

_____________ notes should refer to a death or misfortune sensitively and offer assistance without going into excessive detail.

Messages that offer thanks, recognition, or sympathy are called ___________ messages.

Although e-mail is incredibly successful for both internal and external communication, you should still use letters when

In the closing paragraph of an adjustment letter, it is inappropriate to mention another one of your company's products.

To be safe in writing a direct reply letter on company stationery, you should

End dates and specific actions in a routine request letter should be placed in the

Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?

Which of the following is an effective opening for a routine information request letter?

Use the direct pattern for a claim letter only when the remedy is obvious.

In a direct claim request, you should begin with a statement about what a good and loyal customer you are.

Nadia has information she must deliver to a client. What should Nadia do first?

Beginning an information or action request letter with the request itself is considered rude.

Communication Skills As Career Filters

Planning Business Messages

Composing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Bad News Messages

Persuasive and Sales Messages

Informal Reports

Proposals and Formal Reports

Business Etiquette, Ethics, Teamwork, and Meetings

Business Presentations

The Job Search, Résumés, and Cover Letters

Interviewing and Following up

Document Formats

Proofreading and Corrections Symbols

Citation and Documentation Formats

Filters