Question 1

Put yourself in the reader's position to think about what information you should include in a request so the reader can respond appropriately.

Accepted Answer

A) True 
 B)False

Question 2

Recognition notes are typically sent to an employee's supervisor,who may decide not to show the employee mentioned in the note.

Accepted Answer

A) True 
 B)False

Question 3

What are the five general guidelines for writing goodwill messages?

Accepted Answer

a.Be prompt.The message must be sent soo...

Question 4

If you include sales promotion in a reply,you should

Accepted Answer

A)  provide a great deal of detail for persuasive purposes.
B)  put it in the first paragraph.
C)  make it brief as well as subtle.
D)  put it at the end of the friendly closing.
E)  convince the reader that the product or service inquired about is superior to all others.

Question 5

In the closing of a neutral message,write in a friendly,positive tone,and express appreciation for the assistance you are requesting.

Accepted Answer

A) True 
 B)False

Question 6

When is it appropriate to use instant messaging in the workplace?

Accepted Answer

Instant messaging is a good choice for s...

Question 7

If you wait to respond to a request that you are granting,you

Accepted Answer

A)  may lose the goodwill of the person making the request.
B)  save the reader's time.
C)  put the reader in a positive frame of mind.
D)  show professional courtesy and increase the reader's interest.
E)  reduce the opportunity for complying with the request.

Question 8

How important is it to avoid abbreviations and use correct punctuation and capitalization when using IM?

Accepted Answer

If in doubt,use good writing principles ...

Question 9

The reader is less likely to omit a response to one question if you number all your questions in a neutral message.

Accepted Answer

A) True 
 B)False

Question 10

The first paragraph of a positive reply should build goodwill by approaching the topic in an indirect manner.

Accepted Answer

A) True 
 B)False

Question 11

is often overused in organizations.

Accepted Answer

A)  Text messaging
B)  The telephone
C)  Face to face conversation
D)  Email
E)  Instant messaging

Question 12

Which of the following should you not do in a goodwill message?

Accepted Answer

A)  Write out of a sense of kindness or friendship.
B)  Write promptly so the event is still fresh in the reader's mind.
C)  Use a direct organizational plan.
D)  Mention a business objective.
E)  State your main idea early in the message.

Question 13

Because it requires no extra effort for the sender or receiver,a phone call is a more thoughtful way to convey a goodwill message than a written note.

Accepted Answer

A) True 
 B)False

Question 14

An effective response to a customer inquiry includes personalized,thorough information.

Accepted Answer

A) True 
 B)False

Question 15

What is the difference between a neutral or positive message and a persuasive or bad-news message? Provide an example of each type of message.

Accepted Answer

A neutral or positive message is used wh...

Question 16

Goodwill messages have no business objectives.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is a goodwill message?

Accepted Answer

A)  a note of congratulations
B)  a direct request for product information
C)  a persuasive request for an adjustment when the customer is at fault
D)  a complaint message that includes positive comments about the company
E)  a sales promotion letter

Question 18

Why is promptness one of the most important considerations when writing a reply?

Accepted Answer

If the information arrives after the cus...

Question 19

A reply is

Accepted Answer

A)  sent in reply to a routine persuasive sales letter.
B)  used when a routine request is being denied.
C)  more effective when it follows the indirect organizational plan.
D)  less effective when it follows the direct organizational plan.
E)  an appropriate response when the request will be granted.

Question 20

To save time on responses,create a form letter that begins "Dear Sir or Madam" that can be used for a variety of situations.

Accepted Answer

A) True 
 B)False

Exam 6: Neutral-And-Positive-Messages

What is the difference between a neutral or positive message and a persuasive or bad-news message? Provide an example of each type of message.

Correct AnswerverifiedA neutral or positive message is used wh...View AnswerShow Answer

is often overused in organizations.

Correct AnswerverifiedShow Answer

Recognition notes are typically sent to an employee's supervisor,who may decide not to show the employee mentioned in the note.

Correct AnswerverifiedShow Answer

What are the five general guidelines for writing goodwill messages?

Correct Answerverifieda.Be prompt.The message must be sent soo...View AnswerShow Answer

The reader is less likely to omit a response to one question if you number all your questions in a neutral message.

Correct AnswerverifiedShow Answer

A reply is

Correct AnswerverifiedShow Answer

The first paragraph of a positive reply should build goodwill by approaching the topic in an indirect manner.

Correct AnswerverifiedShow Answer

Which of the following should you not do in a goodwill message?

Correct AnswerverifiedShow Answer

Goodwill messages have no business objectives.

Correct AnswerverifiedShow Answer

Because it requires no extra effort for the sender or receiver,a phone call is a more thoughtful way to convey a goodwill message than a written note.

Correct AnswerverifiedShow Answer

In the closing of a neutral message,write in a friendly,positive tone,and express appreciation for the assistance you are requesting.

Correct AnswerverifiedShow Answer

Which of the following is a goodwill message?

Correct AnswerverifiedShow Answer

How important is it to avoid abbreviations and use correct punctuation and capitalization when using IM?

Correct AnswerverifiedIf in doubt,use good writing principles ...View AnswerShow Answer

An effective response to a customer inquiry includes personalized,thorough information.

Correct AnswerverifiedShow Answer

To save time on responses,create a form letter that begins "Dear Sir or Madam" that can be used for a variety of situations.

Correct AnswerverifiedShow Answer

If you wait to respond to a request that you are granting,you

Correct AnswerverifiedShow Answer

Why is promptness one of the most important considerations when writing a reply?

Correct AnswerverifiedIf the information arrives after the cus...View AnswerShow Answer

If you include sales promotion in a reply,you should

Correct AnswerverifiedShow Answer

When is it appropriate to use instant messaging in the workplace?

Correct AnswerverifiedInstant messaging is a good choice for s...View AnswerShow Answer

Put yourself in the reader's position to think about what information you should include in a request so the reader can respond appropriately.

Correct AnswerverifiedShow Answer

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A neutral or positive message is used wh...
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a.Be prompt.The message must be sent soo...
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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If in doubt,use good writing principles ...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified
If the information arrives after the cus...
View Answer

Correct Answer
verified

Correct Answer
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Instant messaging is a good choice for s...
View Answer

Correct Answer
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