Question 1

When composing good-news and neutral messages, one may

Accepted Answer

A)  use the indirect approach. 
B)  use the we-viewpoint instead of the you-viewpoint. 
C)  begin the message with a brief orienting clause. 
D)  avoid listing details or arranging them by paragraphs. 
E)  write the message in a roundabout manner. 
A)  use the indirect approach. 
B)  use the we-viewpoint instead of the you-viewpoint. 
C)  begin the message with a brief orienting clause. 
D)  avoid listing details or arranging them by paragraphs. 
E)  write the message in a roundabout manner.

Question 2

Which of the following sentences would be most effective in attracting attention as part of a routine inquiry about an advertised product?

Accepted Answer

A)  It would be nice if you would tell me more about the company retreat facilities that were advertised in the most recent edition of Business Today. 
B)  Could you please answer the following questions regarding the company retreat facilities that were advertised in the most recent edition of Business Today? 
C)  I saw your company retreat facilities advertisement in Business Today, and I want to know more about them. 
D)  Your new company retreat facilities appears to meet our needs well, and we would like to know more about them. 
E)  Please refer to your latest company retreat facilities advertisement. I have a few questions about it. 
A)  It would be nice if you would tell me more about the company retreat facilities that were advertised in the most recent edition of Business Today. 
B)  Could you please answer the following questions regarding the company retreat facilities that were advertised in the most recent edition of Business Today? 
C)  I saw your company retreat facilities advertisement in Business Today, and I want to know more about them. 
D)  Your new company retreat facilities appears to meet our needs well, and we would like to know more about them. 
E)  Please refer to your latest company retreat facilities advertisement. I have a few questions about it.

Question 3

How should bad news be handled when writing routine responses?

Accepted Answer

When your message includes bad news, you

Question 4

Combining two or more questions in a sentence

Accepted Answer

A)  makes each question stand out. 
B)  helps build goodwill with the reader. 
C)  de-emphasizes each question. 
D)  invites the reader to pay more attention to individual questions. 
E)  allows you to structure your questions in true question form. 
A)  makes each question stand out. 
B)  helps build goodwill with the reader. 
C)  de-emphasizes each question. 
D)  invites the reader to pay more attention to individual questions. 
E)  allows you to structure your questions in true question form.

Question 5

Outline the plan recommended for a routine inquiry message.

Accepted Answer

The plan recommended for a routine inqui

Question 6

Which of the following guidelines should be followed when responding favorably to multiple questions in a routine inquiry message?

Accepted Answer

A)  Order your answers logically, such as in numbered paragraphs. 
B)  Make your answers stand out by responding to each question in a new message. 
C)  Build suspense by answering the most important question last. 
D)  Answer as concisely as possible, combining several answers into a single paragraph where practical. 
E)  Avoid using numbered or bulleted lists. 
A)  Order your answers logically, such as in numbered paragraphs. 
B)  Make your answers stand out by responding to each question in a new message. 
C)  Build suspense by answering the most important question last. 
D)  Answer as concisely as possible, combining several answers into a single paragraph where practical. 
E)  Avoid using numbered or bulleted lists.

Question 7

Which of the following claim messages presents its content in the most appropriate manner?

Accepted Answer

A)  It was highly disappointing that our order was not fulfilled as per your service-level agreement. 
B)  Your delivery of a broken product was unacceptable. 
C)  You guys really screwed up this time. 
D)  Please replace the broken product by tomorrow. 
E)  I am not happy about receiving the wrong product. You should be more careful. 
A)  It was highly disappointing that our order was not fulfilled as per your service-level agreement. 
B)  Your delivery of a broken product was unacceptable. 
C)  You guys really screwed up this time. 
D)  Please replace the broken product by tomorrow. 
E)  I am not happy about receiving the wrong product. You should be more careful.

Question 8

Which of the following guidelines should be followed when writing an order acknowledgement message?

Accepted Answer

A)  Begin with the news of when the order should be received by the customer. 
B)  Begin by explicitly thanking the customer for their order. 
C)  Open the message with promotional material. 
D)  Refrain from mentioning expected delays. 
E)  Avoid wasting time in building goodwill. 
A)  Begin with the news of when the order should be received by the customer. 
B)  Begin by explicitly thanking the customer for their order. 
C)  Open the message with promotional material. 
D)  Refrain from mentioning expected delays. 
E)  Avoid wasting time in building goodwill.

Question 9

When is it best to use the indirect approach in creating a message?

Accepted Answer

A)  when the message is likely to evoke a negative response from the reader 
B)  when the message is requesting routine information 
C)  when the message is informing the reader about good news 
D)  when the message is intended for an audience who prefers to get to the main point without delay 
E)  when the message is likely to evoke a neutral response from the reader 
A)  when the message is likely to evoke a negative response from the reader 
B)  when the message is requesting routine information 
C)  when the message is informing the reader about good news 
D)  when the message is intended for an audience who prefers to get to the main point without delay 
E)  when the message is likely to evoke a neutral response from the reader

Question 10

Write a brief, direct order acknowledgment informing a customer that their order will be delayed by one day.

Accepted Answer

Subject: Order Delay Notification

Dear

Question 11

How does the assessment of a reader's likely reaction influence the construction of a business message?

Accepted Answer

Writing business messages requires caref

Question 12

Which of the following is a good practice in framing questions for routine inquiry messages?

Accepted Answer

A)  Combine two or more questions to form a compound question. 
B)  Avoid the use of bullets or numbering to order questions. 
C)  Place all of the questions in a single, concise paragraph. 
D)  Avoid simple yes or no questions unless they are required. 
E)  Structure questions in such a way that they merely hint at a need for information. 
A)  Combine two or more questions to form a compound question. 
B)  Avoid the use of bullets or numbering to order questions. 
C)  Place all of the questions in a single, concise paragraph. 
D)  Avoid simple yes or no questions unless they are required. 
E)  Structure questions in such a way that they merely hint at a need for information.

Question 13

Bettina is a property investment manager who wants to write to a client telling him that the new sprinkler system installed at his property has already reduced its water bill by hundreds of dollars over last year. Which of the following guidelines should Bettina follow when writing this message?

Accepted Answer

A)  She should write the message using the indirect approach of organizing information. 
B)  She should explain the orienting material in detail and keep the main objective brief. 
C)  She should present the objective or key point of the message at the end. 
D)  She should include all necessary explanations in the body of the message. 
E)  She should end with a general closing, such as "If you need further information, just ask." 
A)  She should write the message using the indirect approach of organizing information. 
B)  She should explain the orienting material in detail and keep the main objective brief. 
C)  She should present the objective or key point of the message at the end. 
D)  She should include all necessary explanations in the body of the message. 
E)  She should end with a general closing, such as "If you need further information, just ask."

Question 14

Which of the following illustrates the most positive way of explaining a shipping delay?

Accepted Answer

A)  Your order of 20 bolts of dyed silk will not be shipped until March 30 due to a production delay. 
B)  Due to unforeseen circumstances, we are unable to ship your order. 
C)  Because we aren't producing dyed silk at this time, you will receive your order sometime in late March. 
D)  We cannot ship the bolts of dyed silk you have ordered until next month, because dyeing does not resume until February 1. 
E)  Our silk dyeing process resumes on February 1; your order of 20 bolts of dyed silk will arrive on March 30. 
A)  Your order of 20 bolts of dyed silk will not be shipped until March 30 due to a production delay. 
B)  Due to unforeseen circumstances, we are unable to ship your order. 
C)  Because we aren't producing dyed silk at this time, you will receive your order sometime in late March. 
D)  We cannot ship the bolts of dyed silk you have ordered until next month, because dyeing does not resume until February 1. 
E)  Our silk dyeing process resumes on February 1; your order of 20 bolts of dyed silk will arrive on March 30.

Question 15

Which of the following statements about internal-operational messages is true?

Accepted Answer

A)  They are formal messages sent from employees of an organization to outsiders. 
B)  They are messages developed by a business to communicate effectively with its clients. 
C)  They are casual exchanges between the employees of an organization with those of another organization. 
D)  Documents uploaded to intranets cannot be classified as internal-operational messages. 
E)  The formality of such communication ranges from casual to moderately formal to formal. 
A)  They are formal messages sent from employees of an organization to outsiders. 
B)  They are messages developed by a business to communicate effectively with its clients. 
C)  They are casual exchanges between the employees of an organization with those of another organization. 
D)  Documents uploaded to intranets cannot be classified as internal-operational messages. 
E)  The formality of such communication ranges from casual to moderately formal to formal.

Question 16

Depending on the situation, claim messages can either be written using the direct order or the indirect order.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is the best approach to use when a message is likely to evoke a positive response from the reader?

Accepted Answer

A)  the practical approach 
B)  the direct approach 
C)  the indirect approach 
D)  the active approach 
E)  the passive approach 
A)  the practical approach 
B)  the direct approach 
C)  the indirect approach 
D)  the active approach 
E)  the passive approach

Question 18

A routine inquiry should not open with a question or request.

Accepted Answer

A) True 
 B)False

Question 19

Internal-operational messages are those emails and hard-copy messages written by the employees of a company to suppliers and service organizations outside the company.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following should be included in the body of a direct claim?

Accepted Answer

A)  a statement that indirectly places the blame on the reader 
B)  a direct statement that uses the word you and points out what the reader did wrong 
C)  a statement that uses words such as disappointment and complaint to accurately reflect your emotions and the situation 
D)  a paragraph explaining the problem to help your reader understand your requirements 
E)  a statement indicating that you will take your business elsewhere 
A)  a statement that indirectly places the blame on the reader 
B)  a direct statement that uses the word you and points out what the reader did wrong 
C)  a statement that uses words such as disappointment and complaint to accurately reflect your emotions and the situation 
D)  a paragraph explaining the problem to help your reader understand your requirements 
E)  a statement indicating that you will take your business elsewhere

When composing good-news and neutral messages, one may

Which of the following sentences would be most effective in attracting attention as part of a routine inquiry about an advertised product?

How should bad news be handled when writing routine responses?

Combining two or more questions in a sentence

Outline the plan recommended for a routine inquiry message.

Which of the following guidelines should be followed when responding favorably to multiple questions in a routine inquiry message?

Which of the following claim messages presents its content in the most appropriate manner?

Which of the following guidelines should be followed when writing an order acknowledgement message?

When is it best to use the indirect approach in creating a message?

Write a brief, direct order acknowledgment informing a customer that their order will be delayed by one day.

How does the assessment of a reader's likely reaction influence the construction of a business message?

Which of the following is a good practice in framing questions for routine inquiry messages?

Bettina is a property investment manager who wants to write to a client telling him that the new sprinkler system installed at his property has already reduced its water bill by hundreds of dollars over last year. Which of the following guidelines should Bettina follow when writing this message?

Which of the following illustrates the most positive way of explaining a shipping delay?

Which of the following statements about internal-operational messages is true?

Depending on the situation, claim messages can either be written using the direct order or the indirect order.

Which of the following is the best approach to use when a message is likely to evoke a positive response from the reader?

A routine inquiry should not open with a question or request.

Internal-operational messages are those emails and hard-copy messages written by the employees of a company to suppliers and service organizations outside the company.

Which of the following should be included in the body of a direct claim?

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Building Positive Relationships Through Communication

Communicating Across Cultures

Writing Bad-News Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Communicating in the Job Search

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Exam 8: Writing Good-News and Neutral Messages

When composing good-news and neutral messages, one may

Which of the following sentences would be most effective in attracting attention as part of a routine inquiry about an advertised product?

How should bad news be handled when writing routine responses?

Combining two or more questions in a sentence

Outline the plan recommended for a routine inquiry message.

Which of the following guidelines should be followed when responding favorably to multiple questions in a routine inquiry message?

Which of the following claim messages presents its content in the most appropriate manner?

Which of the following guidelines should be followed when writing an order acknowledgement message?

When is it best to use the indirect approach in creating a message?

Write a brief, direct order acknowledgment informing a customer that their order will be delayed by one day.

How does the assessment of a reader's likely reaction influence the construction of a business message?

Which of the following is a good practice in framing questions for routine inquiry messages?

Bettina is a property investment manager who wants to write to a client telling him that the new sprinkler system installed at his property has already reduced its water bill by hundreds of dollars over last year. Which of the following guidelines should Bettina follow when writing this message?

Which of the following illustrates the most positive way of explaining a shipping delay?

Which of the following statements about internal-operational messages is true?

Depending on the situation, claim messages can either be written using the direct order or the indirect order.

Which of the following is the best approach to use when a message is likely to evoke a positive response from the reader?

A routine inquiry should not open with a question or request.

Internal-operational messages are those emails and hard-copy messages written by the employees of a company to suppliers and service organizations outside the company.

Which of the following should be included in the body of a direct claim?

Communicating in the Workplace

Writing Effectively for Your Audience, Purpose, and Medium

Designing Documents With Visual Appeal

Communicating With Visuals

Crafting Effective Sentences and Paragraphs

Building Positive Relationships Through Communication

Communicating Across Cultures

Writing Bad-News Messages

Writing Persuasive Messages and Proposals

Researching Writing Reports

Creating the Right Type of Report

Delivering Business Presentations and Speeches

Putting Interpersonal Communication Skills to Work in Conversations and Meetings

Communicating in the Job Search

Filters