Question 1

You can improve the effectiveness of a claim message by

Accepted Answer

A)  using a few threatening words to get your point across.
B)  providing a detailed timeline of what happened and the specific person who is to blame for the problem.
C)  explaining the problem with necessary details.
D)  including a subtle reference to your attorney or to the Better Business Bureau.

Question 2

Which of the following sentences is an example of sensitive language in an adjustment letter?

Accepted Answer

A)  If you had followed the directions, you would have been able to use the product successfully.
B)  We can guarantee that this mistake will not occur again.
C)  Our goal is to earn your confidence with quality products and excellent service.
D)  We regret the trouble you had because of our error.

Question 3

When a message is written to identify or to correct a wrong, the message is called a(n)____________________.

Accepted Answer

The answer of When a message is written to identify...

Question 4

The body of a routine request message presents

Accepted Answer

A)  details explaining the request.
B)  action responses from the receiver.
C)  deadlines and approvals from governmental agencies.
D)  cost-to-benefit ratio analyses.

Question 5

When you respond to customers online, you should do so in less than 24 hours.

Accepted Answer

A) True 
 B)False

Question 6

Imperative mood (phrasing items as commands)should be avoided in all business writing because it sounds bossy.

Accepted Answer

A) True 
 B)False

Question 7

Place any details explaining your request for information in the body of your request message.

Accepted Answer

A) True 
 B)False

Question 8

When sending condolences, which of the following should you aim to do?

Accepted Answer

A)  Recognize good qualities of the deceased.
B)  Offer assistance.
C)  Assure the receiver of your concern.
D)  You should aim to do all of these when sending condolences.

Question 9

___________________ messages offer thanks, recognition, or sympathy.

Accepted Answer

The answer of ___________________ messages offer thanks, recognition, or sympathy....

Question 10

It is good business practice to write messages of thanks to customers who have complained.

Accepted Answer

A) True 
 B)False

Question 11

Although e-mail is successful for both internal and external communication, you should still use letters when

Accepted Answer

A)  you need immediate feedback.
B)  the message must reach your reader very quickly.
C)  formality and sensitivity are essential.
D)  you have too little time to proofread.

Question 12

In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's products or services.

Accepted Answer

A) True 
 B)False

Question 13

You should never send a goodwill message via e-mail.

Accepted Answer

A) True 
 B)False

Question 14

Most workplace communications will involve routine messages that are positive or neutral. Therefore, they should be organized using the ____________________ strategy.

Accepted Answer

The answer of Most workplace communications will involve routine messages...

Question 15

Which of the following sentences would be least effective in a sympathy note?

Accepted Answer

A)  We are deeply saddened, Corbin, to learn of the death of your wife.
B)  Bethany's volunteer work in the job center endeared her to many.
C)  If we may help you during this difficult time or lighten your load in any way, you need only call.
D)  I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.

Question 16

When writing a message to send condolences, you should avoid referring to the deceased person specifically and focus on the reader instead.

Accepted Answer

A) True 
 B)False

Question 17

Telephone claims are more effective than those made in writing because the caller can better express emotion.

Accepted Answer

A) True 
 B)False

Question 18

In the popular block letter format, which of the following guidelines apply?

Accepted Answer

A)  Use ragged, unjustified right margins.
B)  Use fully justified margins on all sides and center the body of the letter on the page.
C)  Start the sender's address, the dateline, and the complimentary close at the midpoint; align all other letter parts at the left margin.
D)  Double-space all content to improve readability.

Question 19

One important guideline when preparing instructions is to

Accepted Answer

A)  follow an indirect approach to soften the impact of the demand for compliance.
B)  begin with an admonition or warning of the punishment for failure to comply fully with directions as written.
C)  put all steps of the instructions in one paragraph.
D)  divide the process into logical steps and present them in the correct order.

Question 20

Most workplace messages should be organized

Accepted Answer

A)  indirectly.
B)  chronologically.
C)  directly.
D)  topically.

Exam 6: Positive Messages

Place any details explaining your request for information in the body of your request message.

Correct AnswerverifiedShow Answer

Which of the following sentences is an example of sensitive language in an adjustment letter?

Correct AnswerverifiedShow Answer

When sending condolences, which of the following should you aim to do?

Correct AnswerverifiedShow Answer

In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's products or services.

Correct AnswerverifiedShow Answer

You can improve the effectiveness of a claim message by

Correct AnswerverifiedShow Answer

You should never send a goodwill message via e-mail.

Correct AnswerverifiedShow Answer

It is good business practice to write messages of thanks to customers who have complained.

Correct AnswerverifiedShow Answer

___________________ messages offer thanks, recognition, or sympathy.

Correct AnswerverifiedShow Answer

Imperative mood (phrasing items as commands)should be avoided in all business writing because it sounds bossy.

Correct AnswerverifiedShow Answer

Which of the following sentences would be least effective in a sympathy note?

Correct AnswerverifiedShow Answer

Most workplace messages should be organized

Correct AnswerverifiedShow Answer

When you respond to customers online, you should do so in less than 24 hours.

Correct AnswerverifiedShow Answer

Telephone claims are more effective than those made in writing because the caller can better express emotion.

Correct AnswerverifiedShow Answer

One important guideline when preparing instructions is to

Correct AnswerverifiedShow Answer

Although e-mail is successful for both internal and external communication, you should still use letters when

Correct AnswerverifiedShow Answer

Most workplace communications will involve routine messages that are positive or neutral. Therefore, they should be organized using the ____________________ strategy.

Correct AnswerverifiedShow Answer

The body of a routine request message presents

Correct AnswerverifiedShow Answer

When writing a message to send condolences, you should avoid referring to the deceased person specifically and focus on the reader instead.

Correct AnswerverifiedShow Answer

When a message is written to identify or to correct a wrong, the message is called a(n)____________________.

Correct AnswerverifiedShow Answer

In the popular block letter format, which of the following guidelines apply?

Correct AnswerverifiedShow Answer

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