Question 1

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

Accepted Answer

A) True 
 B)False  False

Question 2

What is the least accurate statement about routine response messages?

Accepted Answer

A)  A reply message written on company stationery or sent using a company e-mail address is a legally binding contract.
B)  In addition to supplying answers, a response message should promote your organization and its products.
C)  Routine response messages generally use the indirect organizational pattern.
D)  Use the subject line of a routine response message to refer to an earlier correspondence so that you can omit this reference in the opening of your letter. C

Question 3

The first sentence of an information request is usually a(n) __________ or a polite command.

Accepted Answer

A)  question 
B)  explanation 
C)  justification 
D)  friendly greeting A

Question 4

Even in an age of digital communication, claims written as ___________ are taken more seriously than telephone calls or e-mails.

Accepted Answer

The answer of Even in an age of digital communication,...

Question 5

Where should you place the main idea in a business letter?

Accepted Answer

A)  An attachment 
B)  The signature lines 
C)  The first sentence 
D)  The body

Question 6

An adjustment message granting a claim should be arranged using the direct pattern.

Accepted Answer

A) True 
 B)False

Question 7

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

Accepted Answer

A) True 
 B)False

Question 8

When a company receives a claim and decides to respond favorably, the response message is called a(n) ____________________.

Accepted Answer

The answer of When a company receives a claim and...

Question 9

____________________ (or complaint) letters are written by customers to identify or to correct a problem with products or services they have purchased.

Accepted Answer

The answer of ____________________ (or complaint) letters are written by...

Question 10

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

Accepted Answer

A)  Ignore the comments.
B)  Determine whether the comments violate your established social media comment policy.
C)  Delete the comments immediately.
D)  File a lawsuit against the client.

Question 11

You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?

Accepted Answer

A)  In a paragraph in the body of your message 
B)  In a separate attached document 
C)  In a bulleted or numbered list in the body of your message 
D)  In the closing paragraph of your message so that they're not overlooked

Question 12

Which of the following is the most effective subject line for a routine response message?

Accepted Answer

A)  This is a reply to your April 16 e-mail message.
B)  Reply to Your E-Mail Message 
C)  Your June 5 Inquiry About Barcelona Travel Packages 
D)  URGENT!!

Question 13

The most emphatic positions in a message are the

Accepted Answer

A)  opening and body.
B)  body and closing.
C)  body and attachments.
D)  opening and closing.

Question 14

In the workplace, most messages are positive or neutral and, therefore, direct.

Accepted Answer

A) True 
 B)False

Question 15

Yolanda booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. The best way for Yolanda to communicate her unhappiness with the accommodations would be to

Accepted Answer

A)  write a memo to someone in charge at the website where she booked her hotel.
B)  send an e-mail message to someone in charge at the website where she booked her hotel.
C)  place negative comments about the booking site on as many social media sites as possible.
D)  write a letter to someone in charge at the website where she booked her hotel.

Question 16

Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase?

Accepted Answer

A)  Decide on the letter's organization.
B)  Prepare an outline to help him organize his letter.
C)  Evaluate the effectiveness of the letter from the reader's standpoint.
D)  Check for typos.

Question 17

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

Accepted Answer

A) True 
 B)False

Question 18

Delay in writing a claim letter makes the claim appear less important to the receiver.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is the best example of placing the most important information first in a routine information request message?

Accepted Answer

A)  I am writing this e-mail message to ask for information about some of your products.
B)  Our manager recently gave his staff approval to purchase new office printers.
C)  Hi, my name is Charlie Shi, and I have been asked to write to you directly.
D)  Please answer the following questions about your office printers.

Question 20

A phone call or face-to-face visit is a better channel choice than e-mail when you need to

Accepted Answer

A)  convey enthusiasm, warmth, or another emotion.
B)  smooth over disagreements.
C)  supply a context.
D)  All of these choices.

Exam 8: Positive Messages

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

What is the least accurate statement about routine response messages?

The first sentence of an information request is usually a(n) __________ or a polite command.

Even in an age of digital communication, claims written as ___________ are taken more seriously than telephone calls or e-mails.

Where should you place the main idea in a business letter?

An adjustment message granting a claim should be arranged using the direct pattern.

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

When a company receives a claim and decides to respond favorably, the response message is called a(n) ____________________.

____________________ (or complaint) letters are written by customers to identify or to correct a problem with products or services they have purchased.

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?

Which of the following is the most effective subject line for a routine response message?

The most emphatic positions in a message are the

In the workplace, most messages are positive or neutral and, therefore, direct.

Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase?

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

Delay in writing a claim letter makes the claim appear less important to the receiver.

Which of the following is the best example of placing the most important information first in a routine information request message?

A phone call or face-to-face visit is a better channel choice than e-mail when you need to