Question 1

What should you keep in mind when you're deciding what to include in a message of condolence?

Accepted Answer

As you decide what to include in the mes

Question 2

When you're writing to acknowledge a customer's order,include a ________ to assure the customer that he/she has made good purchase.

Accepted Answer

A) resale comment 
B) discount coupon 
C) price list for other products 
D) self-addressed stamped envelope 
E) copy of a press release 
A) resale comment 
B) discount coupon 
C) price list for other products 
D) self-addressed stamped envelope 
E) copy of a press release

Question 3

In a positive message,present the main idea

Accepted Answer

A) in the first sentence of the middle paragraph. 
B) at the end of the middle paragraph. 
C) right at the beginning of the letter. 
D) in the last sentence of the letter. 
E) by implication only. 
A) in the first sentence of the middle paragraph. 
B) at the end of the middle paragraph. 
C) right at the beginning of the letter. 
D) in the last sentence of the letter. 
E) by implication only.

Question 4

When you're composing a routine request,________ will help you state your request effectively.

Accepted Answer

A) being general and noncommittal 
B) paying attention to tone 
C) closing the message with your main idea 
D) using a buffer sentence to delay stating your request 
E) not assuming the audience will comply 
A) being general and noncommittal 
B) paying attention to tone 
C) closing the message with your main idea 
D) using a buffer sentence to delay stating your request 
E) not assuming the audience will comply

Question 5

When writing for a claim or adjustment,the opening should state the problem as well as

Accepted Answer

A) who is at fault. 
B) competitive options. 
C) how the issue has affected the business relationship. 
D) model and serial number. 
E) your request. 
A) who is at fault. 
B) competitive options. 
C) how the issue has affected the business relationship. 
D) model and serial number. 
E) your request.

Question 6

In emailing a vendor for an update on the ship date of your order,what elements should you include in the closing of your request?

Accepted Answer

The closing for an effective r

Question 7

Briefly explain how the Internet and social media have changed the nature of the news release.

Accepted Answer

Whereas companies once wrote news releas

Question 8

In most cases,when making routine requests you should assume that the audience will not comply.

Accepted Answer

A) True 
 B)False

Question 9

Explain why goodwill messages are important,and then describe at least two characteristics of effective goodwill messages.

Accepted Answer

Goodwill messages can improve your relat

Question 10

In closing a request for a recommendation,you should include

Accepted Answer

A) an expression of appreciation. 
B) a reminder as to why you need a recommendation. 
C) key points you want the writer to include in the recommendation. 
D) type of job being applied for. 
E) skills needed for the job being applied for. 
A) an expression of appreciation. 
B) a reminder as to why you need a recommendation. 
C) key points you want the writer to include in the recommendation. 
D) type of job being applied for. 
E) skills needed for the job being applied for.

Question 11

Unlike a claim,a request for adjustment

Accepted Answer

A) is a formal complaint. 
B) should be phrased in a more aggressive tone. 
C) does not require supporting documentation. 
D) seeks a specific settlement. 
E) should always open with a buffer. 
A) is a formal complaint. 
B) should be phrased in a more aggressive tone. 
C) does not require supporting documentation. 
D) seeks a specific settlement. 
E) should always open with a buffer.

Question 12

When responding positively to a request,the goal is to

Accepted Answer

A) increase future sales. 
B) leave the reader with a good impression of you and your firm. 
C) imply good news without clearly stating it. 
D) answer the most important questions. 
E) provide details that will help the reader make a decision. 
A) increase future sales. 
B) leave the reader with a good impression of you and your firm. 
C) imply good news without clearly stating it. 
D) answer the most important questions. 
E) provide details that will help the reader make a decision.

Question 13

A social media release includes ________ that's suitable for use in blog posts,tweets,and other social media formats.

Accepted Answer

A) share-ready content 
B) newsroom chatter 
C) virtual verbiage 
D) unfiltered data 
E) general purpose news 
A) share-ready content 
B) newsroom chatter 
C) virtual verbiage 
D) unfiltered data 
E) general purpose news

Question 14

If you have serious concerns about the qualifications of a job candidate who has asked you for a written recommendation,you should

Accepted Answer

A) avoid mentioning them in the letter of reference. 
B) include allegations of misconduct in reference letter. 
C) elect not to write the recommendation. 
D) express your concerns via social media. 
E) tell the candidate you do not feel they are qualified. 
A) avoid mentioning them in the letter of reference. 
B) include allegations of misconduct in reference letter. 
C) elect not to write the recommendation. 
D) express your concerns via social media. 
E) tell the candidate you do not feel they are qualified.

Question 15

When responding to a request for adjustment when a third party is at fault,the best approach is to

Accepted Answer

A) refuse the claim and suggest that the customer sue the third party. 
B) refuse the claim but forward the paperwork to the third party. 
C) avoid placing blame and focus on the solution. 
D) advise the customer never to do business with that third party again. 
E) refuse the claim but assure the customer that you will never do business with the third party again. 
A) refuse the claim and suggest that the customer sue the third party. 
B) refuse the claim but forward the paperwork to the third party. 
C) avoid placing blame and focus on the solution. 
D) advise the customer never to do business with that third party again. 
E) refuse the claim but assure the customer that you will never do business with the third party again.

Question 16

When you're providing details in the body of routine or positive message,

Accepted Answer

A) include a checklist of questions for the reader to consider. 
B) identify potential flaws in service. 
C) be complementary. 
D) maintain the supportive tone that you established in the introduction. 
E) explain the consequences of not achieving your goal in writing. 
A) include a checklist of questions for the reader to consider. 
B) identify potential flaws in service. 
C) be complementary. 
D) maintain the supportive tone that you established in the introduction. 
E) explain the consequences of not achieving your goal in writing.

Question 17

If you're responding to a claim and your company is at fault,it is best to

Accepted Answer

A) avoid sympathizing with the customer,since it can lead to lawsuits. 
B) do all you can to discourage further correspondence. 
C) take (or assign)personal responsibility for setting matters straight. 
D) be vague about when the claim may be resolved. 
E) wait at least two weeks before you respond. 
A) avoid sympathizing with the customer,since it can lead to lawsuits. 
B) do all you can to discourage further correspondence. 
C) take (or assign)personal responsibility for setting matters straight. 
D) be vague about when the claim may be resolved. 
E) wait at least two weeks before you respond.

Question 18

When making a direct request,state what you want in the first sentence or two and then follow with an explanation.

Accepted Answer

A) True 
 B)False

Question 19

When offering compliments in a goodwill message,you should

Accepted Answer

A) feel free to exaggerate. 
B) keep them broad and general. 
C) back them up with specific points. 
D) temper them with comments on areas for improvement. 
E) offset them with negative comments about other employees. 
A) feel free to exaggerate. 
B) keep them broad and general. 
C) back them up with specific points. 
D) temper them with comments on areas for improvement. 
E) offset them with negative comments about other employees.

Question 20

Policy statements or procedural changes are generally neutral,so readers will not react emotionally to them.

Accepted Answer

A) True 
 B)False

What should you keep in mind when you're deciding what to include in a message of condolence?

When you're writing to acknowledge a customer's order,include a ________ to assure the customer that he/she has made good purchase.

In a positive message,present the main idea

When you're composing a routine request,________ will help you state your request effectively.

When writing for a claim or adjustment,the opening should state the problem as well as

In emailing a vendor for an update on the ship date of your order,what elements should you include in the closing of your request?

Briefly explain how the Internet and social media have changed the nature of the news release.

In most cases,when making routine requests you should assume that the audience will not comply.

Explain why goodwill messages are important,and then describe at least two characteristics of effective goodwill messages.

In closing a request for a recommendation,you should include

Unlike a claim,a request for adjustment

When responding positively to a request,the goal is to

A social media release includes ________ that's suitable for use in blog posts,tweets,and other social media formats.

If you have serious concerns about the qualifications of a job candidate who has asked you for a written recommendation,you should

When responding to a request for adjustment when a third party is at fault,the best approach is to

When you're providing details in the body of routine or positive message,

If you're responding to a claim and your company is at fault,it is best to

When making a direct request,state what you want in the first sentence or two and then follow with an explanation.

When offering compliments in a goodwill message,you should

Policy statements or procedural changes are generally neutral,so readers will not react emotionally to them.

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

What should you keep in mind when you're deciding what to include in a message of condolence?

When you're writing to acknowledge a customer's order,include a ________ to assure the customer that he/she has made good purchase.

In a positive message,present the main idea

When you're composing a routine request,________ will help you state your request effectively.

When writing for a claim or adjustment,the opening should state the problem as well as

In emailing a vendor for an update on the ship date of your order,what elements should you include in the closing of your request?

Briefly explain how the Internet and social media have changed the nature of the news release.

In most cases,when making routine requests you should assume that the audience will not comply.

Explain why goodwill messages are important,and then describe at least two characteristics of effective goodwill messages.

In closing a request for a recommendation,you should include

Unlike a claim,a request for adjustment

When responding positively to a request,the goal is to

A social media release includes ________ that's suitable for use in blog posts,tweets,and other social media formats.

If you have serious concerns about the qualifications of a job candidate who has asked you for a written recommendation,you should

When responding to a request for adjustment when a third party is at fault,the best approach is to

When you're providing details in the body of routine or positive message,

If you're responding to a claim and your company is at fault,it is best to

When making a direct request,state what you want in the first sentence or two and then follow with an explanation.

When offering compliments in a goodwill message,you should

Policy statements or procedural changes are generally neutral,so readers will not react emotionally to them.

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