Question 1

In a positive message,you should explain your point completely in

Accepted Answer

A) the introduction. 
B) the body. 
C) the close. 
D) all three,since repetition is the key to getting the message across. 
E) none of the above,allowing the reader to figure it out on his or her own. 
A) the introduction. 
B) the body. 
C) the close. 
D) all three,since repetition is the key to getting the message across. 
E) none of the above,allowing the reader to figure it out on his or her own.

Question 2

The close of a routine reply or positive message should

Accepted Answer

A) clearly state who will do what next. 
B) explain the reasons for any negative information you have included. 
C) offer an explanation for why this decision was made. 
D) create some ambiguity,so the audience will be more likely to contact you. 
E) offer a resale opportunity. 
A) clearly state who will do what next. 
B) explain the reasons for any negative information you have included. 
C) offer an explanation for why this decision was made. 
D) create some ambiguity,so the audience will be more likely to contact you. 
E) offer a resale opportunity.

Question 3

Friendly notes with no direct business purpose,such as those conveying congratulations or thanks,are called ________ messages.

Accepted Answer

A) salutary 
B) recognition 
C) goodwill 
D) congratulatory 
E) simple 
A) salutary 
B) recognition 
C) goodwill 
D) congratulatory 
E) simple

Question 4

Explain what you should include in an effective recommendation letter.

Accepted Answer

A successful recommendation letter inclu

Question 5

What three goals should you have when answering routine requests and a potential sale is involved?

Accepted Answer

Your goals should be: (1)to re

Question 6

What three message points can you use to write most simple request messages?

Accepted Answer

Most simple requests can be handled with

Question 7

Routine,positive messages should do all of the following except

Accepted Answer

A) leave your reader with a good impression. 
B) use an indirect approach. 
C) provide all required details. 
D) communicate the information or positive news. 
E) use a professional,respectful tone. 
A) leave your reader with a good impression. 
B) use an indirect approach. 
C) provide all required details. 
D) communicate the information or positive news. 
E) use a professional,respectful tone.

Question 8

When asking for information and action,explaining why you're making the request

Accepted Answer

A) is unnecessary since the audience is likely to comply. 
B) is part of an effective strategy for getting what you want. 
C) suggests that you think the audience is unintelligent. 
D) causes your request to be wordy and hard to understand. 
E) generally reduces the likelihood of receiving a positive response. 
A) is unnecessary since the audience is likely to comply. 
B) is part of an effective strategy for getting what you want. 
C) suggests that you think the audience is unintelligent. 
D) causes your request to be wordy and hard to understand. 
E) generally reduces the likelihood of receiving a positive response.

Question 9

When making claims or requesting adjustments,you should begin by

Accepted Answer

A) complimenting the company for past service. 
B) providing a detailed description of the faulty merchandise. 
C) providing a straightforward explanation of what the problem is. 
D) threatening legal action if you do not receive a favorable adjustment. 
E) saying how disappointed you are in the company. 
A) complimenting the company for past service. 
B) providing a detailed description of the faulty merchandise. 
C) providing a straightforward explanation of what the problem is. 
D) threatening legal action if you do not receive a favorable adjustment. 
E) saying how disappointed you are in the company.

Question 10

In the closing section of a routine request,________ would be out of place.

Accepted Answer

A) asking a series of questions 
B) requesting some specific action 
C) expressing your goodwill and appreciation 
D) providing your contact information 
E) including relevant deadlines 
A) asking a series of questions 
B) requesting some specific action 
C) expressing your goodwill and appreciation 
D) providing your contact information 
E) including relevant deadlines

Question 11

A claim is ________; an adjustment is ________.

Accepted Answer

A) a goodwill message; a means to an end 
B) an emotional reaction; a calculated response 
C) a formal complaint; a settlement of a claim 
D) an informal complaint; an emotional reaction 
E) an assertion; a shift in point of view 
A) a goodwill message; a means to an end 
B) an emotional reaction; a calculated response 
C) a formal complaint; a settlement of a claim 
D) an informal complaint; an emotional reaction 
E) an assertion; a shift in point of view

Question 12

When you request an adjustment,asking the company to assess your claim and then propose a fair solution to the problem is

Accepted Answer

A) a waste of time. 
B) effective with small companies only. 
C) always more effective than proposing a solution of your own. 
D) helpful when you are uncertain about the exact nature of the problem. 
E) feasible only if you have hired legal counsel. 
A) a waste of time. 
B) effective with small companies only. 
C) always more effective than proposing a solution of your own. 
D) helpful when you are uncertain about the exact nature of the problem. 
E) feasible only if you have hired legal counsel.

Question 13

It's best to back up all claims and requests for adjustments with invoices,sales receipts,and so on and to send copies to the company and keep the originals.

Accepted Answer

A) True 
 B)False

Question 14

Due to potential legal problems,many companies have a policy that prevents employees from providing recommendation letters.

Accepted Answer

A) True 
 B)False

Question 15

In responding favorably to a claim even though the customer was at fault,what should you try to accomplish in the body of your message?

Accepted Answer

In the body of the message,you want to d

Question 16

The opening of a routine or positive message should be

Accepted Answer

A) brief and enigmatic. 
B) terse and demanding. 
C) wordy and indirect. 
D) clear and concise. 
E) direct and informal. 
A) brief and enigmatic. 
B) terse and demanding. 
C) wordy and indirect. 
D) clear and concise. 
E) direct and informal.

Question 17

When you're responding to a complaint from a customer,

Accepted Answer

A) deflect the blame up the supply chain. 
B) maintain a professional demeanor. 
C) counter the complaint with logical arguments. 
D) imply that the customer is at fault. 
E) promise the issue will not happen again. 
A) deflect the blame up the supply chain. 
B) maintain a professional demeanor. 
C) counter the complaint with logical arguments. 
D) imply that the customer is at fault. 
E) promise the issue will not happen again.

Question 18

Many routine requests have several parts.Identify and discuss best practices for explaining and justifying a routine request.

Accepted Answer

After you've stated your request up fron

Question 19

In most companies,news releases are

Accepted Answer

A) written by interns or marketing trainees. 
B) tools for communicating directly with consumers. 
C) considered social media releases that can be shared on microblogs. 
D) prepared or supervised by specially trained writers in the public relations department. 
E) written differently than a social media release. 
A) written by interns or marketing trainees. 
B) tools for communicating directly with consumers. 
C) considered social media releases that can be shared on microblogs. 
D) prepared or supervised by specially trained writers in the public relations department. 
E) written differently than a social media release.

Question 20

Most routine informative messages have a ________ tone.

Accepted Answer

A) positive 
B) relational 
C) neutral 
D) dogmatic 
E) negative 
A) positive 
B) relational 
C) neutral 
D) dogmatic 
E) negative

In a positive message,you should explain your point completely in

The close of a routine reply or positive message should

Friendly notes with no direct business purpose,such as those conveying congratulations or thanks,are called ________ messages.

Explain what you should include in an effective recommendation letter.

What three goals should you have when answering routine requests and a potential sale is involved?

What three message points can you use to write most simple request messages?

Routine,positive messages should do all of the following except

When asking for information and action,explaining why you're making the request

When making claims or requesting adjustments,you should begin by

In the closing section of a routine request,________ would be out of place.

A claim is ; an adjustment is .

When you request an adjustment,asking the company to assess your claim and then propose a fair solution to the problem is

It's best to back up all claims and requests for adjustments with invoices,sales receipts,and so on and to send copies to the company and keep the originals.

Due to potential legal problems,many companies have a policy that prevents employees from providing recommendation letters.

In responding favorably to a claim even though the customer was at fault,what should you try to accomplish in the body of your message?

The opening of a routine or positive message should be

When you're responding to a complaint from a customer,

Many routine requests have several parts.Identify and discuss best practices for explaining and justifying a routine request.

In most companies,news releases are

Most routine informative messages have a ________ tone.

Professional Communication in a Digital, social, mobile World

Collaboration, interpersonal Communication, and Business Etiquette

Communication Challenges in a Diverse, global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Negative Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing and Delivering Business Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, mechanics, and Usage

Filters

Exam 8: Writing Routine and Positive Messages

In a positive message,you should explain your point completely in

The close of a routine reply or positive message should

Friendly notes with no direct business purpose,such as those conveying congratulations or thanks,are called ________ messages.

Explain what you should include in an effective recommendation letter.

What three goals should you have when answering routine requests and a potential sale is involved?

What three message points can you use to write most simple request messages?

Routine,positive messages should do all of the following except

When asking for information and action,explaining why you're making the request

When making claims or requesting adjustments,you should begin by

In the closing section of a routine request,________ would be out of place.

A claim is ________; an adjustment is ________.

When you request an adjustment,asking the company to assess your claim and then propose a fair solution to the problem is

It's best to back up all claims and requests for adjustments with invoices,sales receipts,and so on and to send copies to the company and keep the originals.

Due to potential legal problems,many companies have a policy that prevents employees from providing recommendation letters.

In responding favorably to a claim even though the customer was at fault,what should you try to accomplish in the body of your message?

The opening of a routine or positive message should be

When you're responding to a complaint from a customer,

Many routine requests have several parts.Identify and discuss best practices for explaining and justifying a routine request.

In most companies,news releases are

Most routine informative messages have a ________ tone.

Professional Communication in a Digital, social, mobile World

Collaboration, interpersonal Communication, and Business Etiquette

Communication Challenges in a Diverse, global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

Writing Negative Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing and Delivering Business Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, mechanics, and Usage

Filters

A claim is ; an adjustment is .