Question 1

If you decide to write a letter of recommendation about a job candidate,your goal should be to

Accepted Answer

A) remain neutral about the candidate's suitability for the job. 
B) boost the job candidate's sense of self-worth and well-being. 
C) explain why you're qualified to access the candidate. 
D) convince readers the candidate has the characteristics necessary for the job. 
E) include at least one negative comment to show objectivity. 
A) remain neutral about the candidate's suitability for the job. 
B) boost the job candidate's sense of self-worth and well-being. 
C) explain why you're qualified to access the candidate. 
D) convince readers the candidate has the characteristics necessary for the job. 
E) include at least one negative comment to show objectivity.

Question 2

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

Accepted Answer

A) to be avoided in routine positive messages. 
B) a good way to build customer relationships. 
C) an important part of all negative responses to claim letters. 
D) insulting and self-serving,unless you include a check or a free product. 
E) most effective in an indirect message. 
A) to be avoided in routine positive messages. 
B) a good way to build customer relationships. 
C) an important part of all negative responses to claim letters. 
D) insulting and self-serving,unless you include a check or a free product. 
E) most effective in an indirect message.

Question 3

When closing a direct request,you should be sure to

Accepted Answer

A) include an apology for taking up the reader's time. 
B) include a mention of your own qualifications or status. 
C) include the time limits involved in your request. 
D) include an indication of the consequences of a failure to reply. 
E) downplay the significance of what you are asking. 
A) include an apology for taking up the reader's time. 
B) include a mention of your own qualifications or status. 
C) include the time limits involved in your request. 
D) include an indication of the consequences of a failure to reply. 
E) downplay the significance of what you are asking.

Question 4

Including a deadline in the close of a request

Accepted Answer

A) is rude and unprofessional. 
B) is acceptable for internal audiences,but never external audiences. 
C) will offend your audience,unless they are your subordinates. 
D) is effective only when you explain the consequences of failing to meet it. 
E) helps the audience understand exactly what you want. 
A) is rude and unprofessional. 
B) is acceptable for internal audiences,but never external audiences. 
C) will offend your audience,unless they are your subordinates. 
D) is effective only when you explain the consequences of failing to meet it. 
E) helps the audience understand exactly what you want.

Question 5

What potential legal problem can result from writing a critical recommendation letter?

Accepted Answer

Every time you write a recommendation le

Question 6

What are the recommended guidelines for writing a routine request?

Accepted Answer

In a routine request message,state your

Question 7

When making a routine request,you should

Accepted Answer

A) use the inductive plan. 
B) assume that the audience is willing to comply. 
C) demand immediate action. 
D) explain the consequences of failing to comply. 
E) assume that the audience will not be willing to comply. 
A) use the inductive plan. 
B) assume that the audience is willing to comply. 
C) demand immediate action. 
D) explain the consequences of failing to comply. 
E) assume that the audience will not be willing to comply.

Question 8

Which of the following would be the best opening for a routine request?

Accepted Answer

A) Please send me a summary of the eastern region's sales data for April. 
B) As soon as you get this,send me last month's sales data. 
C) I know you may not want to,but send me last month's sales data. 
D) I am very sorry to ask you to do this. 
E) Hopefully,this will not be too much trouble for you. 
A) Please send me a summary of the eastern region's sales data for April. 
B) As soon as you get this,send me last month's sales data. 
C) I know you may not want to,but send me last month's sales data. 
D) I am very sorry to ask you to do this. 
E) Hopefully,this will not be too much trouble for you.

Question 9

Writing "thank you in advance" at the close of a routine request

Accepted Answer

A) is courteous and effective. 
B) will guarantee a positive response. 
C) is best to avoid,since many people find it presumptuous. 
D) is most effective when you end the statement with an exclamation point. 
E) is expected when your audience is unfamiliar. 
A) is courteous and effective. 
B) will guarantee a positive response. 
C) is best to avoid,since many people find it presumptuous. 
D) is most effective when you end the statement with an exclamation point. 
E) is expected when your audience is unfamiliar.

Question 10

Which of the following will not help you write routine messages that promote goodwill?

Accepted Answer

A) providing information your readers may find helpful 
B) focusing on your audience 
C) including a sales pitch with every routine message 
D) maintaining a positive tone 
E) offering suggestions for areas of improvement 
A) providing information your readers may find helpful 
B) focusing on your audience 
C) including a sales pitch with every routine message 
D) maintaining a positive tone 
E) offering suggestions for areas of improvement

Question 11

The opening of a request for a recommendation should include

Accepted Answer

A) a buffer statement to distract the reader. 
B) a statement implying that you're applying for a position. 
C) a statement on why the recommendation is needed. 
D) an apology for bothering the reader. 
E) a request for the writer to overstate your qualifications. 
A) a buffer statement to distract the reader. 
B) a statement implying that you're applying for a position. 
C) a statement on why the recommendation is needed. 
D) an apology for bothering the reader. 
E) a request for the writer to overstate your qualifications.

Question 12

List the three major categories of common routine requests.

Accepted Answer

The three major types of routi

Question 13

When responding to a customer's request for an adjustment,it is usually sensible to assume that

Accepted Answer

A) if you handle the situation well,the customer will be even more loyal than before. 
B) the customer's account of the situation is exaggerated. 
C) the customer is hostile. 
D) the customer is trying to pull a fast one. 
E) the customer will no longer do business with you,even if you grant the request. 
A) if you handle the situation well,the customer will be even more loyal than before. 
B) the customer's account of the situation is exaggerated. 
C) the customer is hostile. 
D) the customer is trying to pull a fast one. 
E) the customer will no longer do business with you,even if you grant the request.

Question 14

When you're writing a routine reply to a positive message,your readers will generally be ________ what you have to say; therefore,you can use the ________ with a routine reply or positive message.

Accepted Answer

A) interested in; direct approach 
B) resistant to; indirect approach 
C) skeptical of; direct approach 
D) in tune with; indirect approach 
E) oblivious to; direct approach 
A) interested in; direct approach 
B) resistant to; indirect approach 
C) skeptical of; direct approach 
D) in tune with; indirect approach 
E) oblivious to; direct approach

Question 15

When making a claim or requesting an adjustment,your close should

Accepted Answer

A) clearly state how angry and disappointed you are. 
B) explain the specific details of the problem. 
C) request the specific action required to resolve the problem. 
D) explain that you are planning to seek legal counsel. 
E) suggest that you will probably take your business elsewhere. 
A) clearly state how angry and disappointed you are. 
B) explain the specific details of the problem. 
C) request the specific action required to resolve the problem. 
D) explain that you are planning to seek legal counsel. 
E) suggest that you will probably take your business elsewhere.

Question 16

In recommendation letters,comparing the candidate's potential to that of his or her peers

Accepted Answer

A) should be avoided,since it opens the door to legal action. 
B) is unprofessional because it distracts attention from the candidate you are recommending. 
C) helps the recipient evaluate the candidate more effectively. 
D) is a good idea,even if you have only a "gut feeling" about how the candidate stacks up. 
E) almost always reduces the candidate's chances of landing the job. 
A) should be avoided,since it opens the door to legal action. 
B) is unprofessional because it distracts attention from the candidate you are recommending. 
C) helps the recipient evaluate the candidate more effectively. 
D) is a good idea,even if you have only a "gut feeling" about how the candidate stacks up. 
E) almost always reduces the candidate's chances of landing the job.

Question 17

Excluding important negative information about a candidate in a recommendation letter

Accepted Answer

A) is expected-otherwise no one would be able to get a good job. 
B) has led some employers to sue after hiring the candidate and discovering problems. 
C) is the only way to prevent the candidate from suing you. 
D) is okay,as long as you explain to the candidate that you are doing it. 
E) is okay-as long as you add a release from liability clause to the letter. 
A) is expected-otherwise no one would be able to get a good job. 
B) has led some employers to sue after hiring the candidate and discovering problems. 
C) is the only way to prevent the candidate from suing you. 
D) is okay,as long as you explain to the candidate that you are doing it. 
E) is okay-as long as you add a release from liability clause to the letter.

Question 18

In the direct approach to writing a routine request,state the main idea

Accepted Answer

A) when you're closing the message. 
B) in the middle of the second paragraph. 
C) when you open the message. 
D) at the bottom of the first paragraph. 
E) only by implication; do not specifically state why you are writing. 
A) when you're closing the message. 
B) in the middle of the second paragraph. 
C) when you open the message. 
D) at the bottom of the first paragraph. 
E) only by implication; do not specifically state why you are writing.

Question 19

A typical routine request contains

Accepted Answer

A) an opening,a close,and an appendix. 
B) a body,a close,and bullet points. 
C) an opening,a body,and a close. 
D) an introduction,reasons for granting the request,and an apology. 
E) an opening,an introduction,and a body. 
A) an opening,a close,and an appendix. 
B) a body,a close,and bullet points. 
C) an opening,a body,and a close. 
D) an introduction,reasons for granting the request,and an apology. 
E) an opening,an introduction,and a body.

Question 20

Social media releases include social networking links,"tweetables," and other sharable content.

Accepted Answer

A) True 
 B)False

If you decide to write a letter of recommendation about a job candidate,your goal should be to

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

When closing a direct request,you should be sure to

Including a deadline in the close of a request

What potential legal problem can result from writing a critical recommendation letter?

What are the recommended guidelines for writing a routine request?

When making a routine request,you should

Which of the following would be the best opening for a routine request?

Writing "thank you in advance" at the close of a routine request

Which of the following will not help you write routine messages that promote goodwill?

The opening of a request for a recommendation should include

List the three major categories of common routine requests.

When responding to a customer's request for an adjustment,it is usually sensible to assume that

When you're writing a routine reply to a positive message,your readers will generally be what you have to say; therefore,you can use the with a routine reply or positive message.

When making a claim or requesting an adjustment,your close should

In recommendation letters,comparing the candidate's potential to that of his or her peers

Excluding important negative information about a candidate in a recommendation letter

In the direct approach to writing a routine request,state the main idea

A typical routine request contains

Social media releases include social networking links,"tweetables," and other sharable content.

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

If you decide to write a letter of recommendation about a job candidate,your goal should be to

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

When closing a direct request,you should be sure to

Including a deadline in the close of a request

What potential legal problem can result from writing a critical recommendation letter?

What are the recommended guidelines for writing a routine request?

When making a routine request,you should

Which of the following would be the best opening for a routine request?

Writing "thank you in advance" at the close of a routine request

Which of the following will not help you write routine messages that promote goodwill?

The opening of a request for a recommendation should include

List the three major categories of common routine requests.

When responding to a customer's request for an adjustment,it is usually sensible to assume that

When you're writing a routine reply to a positive message,your readers will generally be ________ what you have to say; therefore,you can use the ________ with a routine reply or positive message.

When making a claim or requesting an adjustment,your close should

In recommendation letters,comparing the candidate's potential to that of his or her peers

Excluding important negative information about a candidate in a recommendation letter

In the direct approach to writing a routine request,state the main idea

A typical routine request contains

Social media releases include social networking links,"tweetables," and other sharable content.

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

When you're writing a routine reply to a positive message,your readers will generally be what you have to say; therefore,you can use the with a routine reply or positive message.