Question 1

What is the most accurate statement about goodwill messages?

Accepted Answer

A)  Since people communicate so frequently today,goodwill messages are not as important as they once were.
B)  You'll make a better impression by giving a ready-made card or calling the person than by writing your own message.
C)  Written goodwill messages give more importance to our well-wishing and provide a record that can be reread,savored,and treasured.
D)  Most communicators find it easier to write goodwill messages than other types of business documents.

Question 2

In the ________ of a claim message,explain the problem and justify your request.Provide the necessary details so that the difficulty can be corrected without further correspondence.

Accepted Answer

The answer of In the ________ of a claim message,explain...

Question 3

Goodwill messages(those expressing thanks,recognition,or sympathy)are often more difficult to write than other types of routine business documents.

Accepted Answer

A) True 
 B)False

Question 4

Deciding whether to ________ to a customer in an adjustment message is a debatable issue.Some attorneys discourage doing so,but many customers appreciate it.

Accepted Answer

The answer of Deciding whether to ________ to a customer...

Question 5

What should you do in the body of an adjustment letter?

Accepted Answer

A)  Explain who specifically is to blame for the problem.
B)  Explain how you are complying with the claim.
C)  Promise the customer that the problem will never happen again.
D)  Apologize profusely.

Question 6

Which of the following is the best closing for a straightforward claim letter?

Accepted Answer

A)  Thank you in advance for your consideration in this matter.
B)  Please credit $36 to my account by December 31,when my next billing cycle begins.
C)  If I don't get a refund by December 31,I will contact my attorney.
D)  I look forward to having this adjustment made as soon as possible.

Question 7

Which of the following is the best opening sentence for a direct response message?

Accepted Answer

A)  Here are the answers to the questions you asked about our banquet facilities.
B)  Thank you for your e-mail message of March 25.
C)  We look forward to helping you with all of your banquet needs.
D)  Your e-mail of March 25 was forwarded to me.

Question 8

Avoiding pretentious,formal,or flowery language is the best way to ensure that your goodwill message is ________.

Accepted Answer

A)  selfless
B)  specific
C)  sincere
D)  short

Question 9

________ establish rules of conduct to be followed within an organization.

Accepted Answer

A)  Instruction messages
B)  Policies and procedures
C)  Grievances
D)  All of these choices

Question 10

Messages providing instructions will be most readable if you arrange the steps ________.

Accepted Answer

A)  in alphabetical order
B)  vertically using numbers
C)  beginning each with a noun phrase 
D)  vertically using bullets

Question 11

Your response to a congratulatory note or other goodwill message ________.

Accepted Answer

A)  is frowned upon because it extends the conversation unnecessarily
B)  is equivalent to saying ​You're welcome ​when someone has said ​Thank you
C)  should further detail your hard work and good qualities
D)  should suggest that you don't deserve the praise or attention

Question 12

Your company was charged twice last month for its rent.This amount is automatically deducted from your company's checking account,and you just noticed the double entry for June.You must write a claim letter to your landlord asking for a refund of $3,000.Write a clear,concise claim letter.Because you expect your landlord to agree readily,use the direct strategy.Write only the body of the letter,omitting the letter addresses,salutation,complimentary close,and enclosure line.

Accepted Answer

Student answers will vary.
Please issue ...

Question 13

Use the ________ organizational strategy for claims to which you expect the receiver to agree readily.

Accepted Answer

The answer of Use the ________ organizational strategy for claims...

Question 14

Straightforward,direct claims are those to which you expect the receiver to agree readily.

Accepted Answer

A) True 
 B)False

Question 15

For which of the following situations would a business letter be more appropriate than an e-mail message?

Accepted Answer

A)  Requesting information about a product
B)  Replying to a customer's e-mail asking about available shipping methods
C)  Soliciting donations for a community charity event
D)  Telling all employees how to purchase parking permits

Question 16

Kevin is writing a routine e-mail request that he believes will be received positively.The main idea or purpose of his message should be placed in ________.

Accepted Answer

A)  the body
B)  the opening
C)  the closing
D)  an attachment

Question 17

Remove the protective seal from the toner cartridge has been written in the ________,or command,mood.

Accepted Answer

The answer of Remove the protective seal from the toner...

Question 18

Action information,including deadline dates,should be placed in the body of a routine request message.

Accepted Answer

A) True 
 B)False

Question 19

Social media experts say that not every comment on the Web by a customer merits a response.They recommend responding to posts only when you can add ________ -for example,by correcting false information or providing customer service.

Accepted Answer

The answer of Social media experts say that not every...

Question 20

Which of the following is the best opening for a straightforward claim letter?

Accepted Answer

A)  I have been a loyal customer of Bennigan's for many years.
B)  Please credit my Visa account for $36,the amount I was overcharged on November 8.
C)  I was extremely disappointed to be overcharged on my dinner bill.
D)  ​I will not be returning to Bennigan's unless you credit my Visa account immediately.

Exam 8: Positive Messages

Goodwill messages(those expressing thanks,recognition,or sympathy)are often more difficult to write than other types of routine business documents.

Correct Answer
verified

________ establish rules of conduct to be followed within an organization.

Correct Answer
verified

Avoiding pretentious,formal,or flowery language is the best way to ensure that your goodwill message is ________.

Correct Answer
verified

Which of the following is the best closing for a straightforward claim letter?

Correct Answer
verified

Straightforward,direct claims are those to which you expect the receiver to agree readily.

Correct Answer
verified

Messages providing instructions will be most readable if you arrange the steps ________.

Correct Answer
verified

For which of the following situations would a business letter be more appropriate than an e-mail message?

Correct Answer
verified

Which of the following is the best opening for a straightforward claim letter?

Correct Answer
verified

Kevin is writing a routine e-mail request that he believes will be received positively.The main idea or purpose of his message should be placed in ________.

Correct Answer
verified

Correct Answer
verified
Student answers will vary.
Please issue ...
View Answer

What is the most accurate statement about goodwill messages?

Correct Answer
verified

Which of the following is the best opening sentence for a direct response message?

Correct Answer
verified

Use the ________ organizational strategy for claims to which you expect the receiver to agree readily.

Correct Answer
verified

Your response to a congratulatory note or other goodwill message ________.

Correct Answer
verified

Social media experts say that not every comment on the Web by a customer merits a response.They recommend responding to posts only when you can add ________ -for example,by correcting false information or providing customer service.

Correct Answer
verified

Remove the protective seal from the toner cartridge has been written in the ________,or command,mood.

Correct Answer
verified

In the ________ of a claim message,explain the problem and justify your request.Provide the necessary details so that the difficulty can be corrected without further correspondence.

Correct Answer
verified

Deciding whether to ________ to a customer in an adjustment message is a debatable issue.Some attorneys discourage doing so,but many customers appreciate it.

Correct Answer
verified

Action information,including deadline dates,should be placed in the body of a routine request message.

Correct Answer
verified

What should you do in the body of an adjustment letter?

Correct Answer
verified

Exam 8: Positive Messages

Goodwill messages(those expressing thanks,recognition,or sympathy)are often more difficult to write than other types of routine business documents.

Correct AnswerverifiedShow Answer

________ establish rules of conduct to be followed within an organization.

Correct AnswerverifiedShow Answer

Avoiding pretentious,formal,or flowery language is the best way to ensure that your goodwill message is ________.

Correct AnswerverifiedShow Answer

Which of the following is the best closing for a straightforward claim letter?

Correct AnswerverifiedShow Answer

Straightforward,direct claims are those to which you expect the receiver to agree readily.

Correct AnswerverifiedShow Answer

Messages providing instructions will be most readable if you arrange the steps ________.

Correct AnswerverifiedShow Answer

For which of the following situations would a business letter be more appropriate than an e-mail message?

Correct AnswerverifiedShow Answer

Which of the following is the best opening for a straightforward claim letter?

Correct AnswerverifiedShow Answer

Kevin is writing a routine e-mail request that he believes will be received positively.The main idea or purpose of his message should be placed in ________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedStudent answers will vary.Please issue ...View AnswerShow Answer

What is the most accurate statement about goodwill messages?

Correct AnswerverifiedShow Answer

Which of the following is the best opening sentence for a direct response message?

Correct AnswerverifiedShow Answer

Use the ________ organizational strategy for claims to which you expect the receiver to agree readily.

Correct AnswerverifiedShow Answer

Your response to a congratulatory note or other goodwill message ________.

Correct AnswerverifiedShow Answer

Social media experts say that not every comment on the Web by a customer merits a response.They recommend responding to posts only when you can add ________ -for example,by correcting false information or providing customer service.

Correct AnswerverifiedShow Answer

Remove the protective seal from the toner cartridge has been written in the ________,or command,mood.

Correct AnswerverifiedShow Answer

In the ________ of a claim message,explain the problem and justify your request.Provide the necessary details so that the difficulty can be corrected without further correspondence.

Correct AnswerverifiedShow Answer

Deciding whether to ________ to a customer in an adjustment message is a debatable issue.Some attorneys discourage doing so,but many customers appreciate it.

Correct AnswerverifiedShow Answer

Action information,including deadline dates,should be placed in the body of a routine request message.

Correct AnswerverifiedShow Answer

What should you do in the body of an adjustment letter?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Student answers will vary.
Please issue ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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