Question 1

In an adjustment message, the use of a(n) ____________________ line to identify the previous correspondence is optional.

Accepted Answer

The answer of In an adjustment message, the use of...

Question 2

Many business communicators are intimidated when they must write a message expressing thanks, recognition, or sympathy.

Accepted Answer

A) True 
 B)False

Question 3

The conclusion of a response message should

Accepted Answer

A)   avoid repeating the information provided or referring to its use.
B)   include familiar expressions such as "If I may be of further assistance, please don't hesitate to call me."
C)   provide specifics if further action is required.
D)   omit the sender's name to avoid legal liability.

Question 4

When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

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

Question 6

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

Accepted Answer

A)   We offer an outstanding variety of thank-you gifts for our most valuable customers.
B)   You will find that our top-selling host gift baskets not only welcome your guests but also save you money and time compared to individually purchasing and assembling your host baskets on site.
C)   Can I interest you in anything else?
D)   If I can be of further assistance with any of our other fine products, do not hesitate to contact me.

Question 7

Most workplace messages should be organized

Accepted Answer

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

Question 8

Show confidence in the closing of an adjustment message by writing with a positive, confident tone; mentioning the product in a favorable light; and

Accepted Answer

A)   suggesting a new product or service.
B)   expressing your appreciation for the customer's business or anticipating future business.
C)   referring to the desire to be of service and to satisfy customers.
D)   All answer choices are correct.

Question 9

Which of the following is not a goal when writing adjustment messages?

Accepted Answer

A)   To gain the confidence of the customer
B)   To verify the honesty of the customer's claim
C)   To rectify the wrong
D)   To promote future business and goodwill

Question 10

Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?

Accepted Answer

A)   Businesses use memos to deliver positive messages internally and externally, but they use formal business letters to deliver negative messages.
B)   E-mail delivers most internal communication, hard-copy memos deliver most external communication, and letters communicate only legal issues.
C)   Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication for delivering messages outside an organization.
D)   Businesses today use e-mail, memos, and letters interchangeably for all audiences, purposes, and messages.

Question 11

In which of the following situations should you send a letter instead of an e-mail message?

Accepted Answer

A)   You are planning a sales team meeting.
B)   You are asking leading members of the community to contribute to a fundraising event to improve local parks.
C)   You are inviting employees to the annual sales seminar.
D)   You are reminding employees of Friday's divisional meetings.

Question 12

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 13

Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

Accepted Answer

A)   As a separate enclosure
B)   In a bulleted or numbered list in the body of her message
C)   In paragraph form in the body of her message
D)   In a follow-up e-mail

Question 14

Which of the following statements about claims is most accurate?

Accepted Answer

A)   If you expect that your claim will be granted, a letter or e-mail message is not necessary.
B)   Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call.
C)   All claim messages should be written using the indirect strategy.
D)   Smart businesses dislike receiving claim messages because it means they did something wrong.

Question 15

Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?

Accepted Answer

A)   Thanks, but I really did not deserve this promotion.
B)   So many people were so much more deserving of this promotion than I was.
C)   Your words about my promotion are much too kind!
D)   Thanks for your kind words regarding my promotion.

Question 16

Which of the following openings is most appropriate for a claim message?

Accepted Answer

A)   For the past four years, we have held our annual banquet at your fine restaurant.
B)   On January 31 a number of our employees attended a banquet at your restaurant.
C)   Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.
D)   We were extremely upset to learn that we were charged too much for our banquet.

Question 17

When business writers request information or action that will likely be received positively, they should frontload their messages, which requires

Accepted Answer

A)   including an attachment.
B)   proofreading only the beginning of a letter.
C)   including a salutation or greeting.
D)   putting the most significant statement first.

Question 18

Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?

Accepted Answer

A)   A clear description of the desired action
B)   An explanation of the nature of her problem with the digital communication service bundle
C)   A goodwill statement and end date
D)   Her phone number

Question 19

The only factor to consider when deciding if a business letter is the appropriate communication channel is if you are writing to a secondary audience.

Accepted Answer

A) True 
 B)False

Question 20

In responding positively, you will want to

Accepted Answer

A)   focus your message first on resale or on the promotion of other business products.
B)   apply the same direct pattern used in making requests.
C)   start with an explanation of the reasons the request is granted.
D)   apply an indirect pattern to demonstrate respect for the recipient.

Exam 6: Positive Messages

When business writers request information or action that will likely be received positively, they should frontload their messages, which requires

Correct AnswerverifiedShow Answer

When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Show confidence in the closing of an adjustment message by writing with a positive, confident tone; mentioning the product in a favorable light; and

Correct AnswerverifiedShow Answer

Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?

Correct AnswerverifiedShow Answer

Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

Correct AnswerverifiedShow Answer

Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?

Correct AnswerverifiedShow Answer

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

Correct AnswerverifiedShow Answer

You can improve the effectiveness of a claim message by

Correct AnswerverifiedShow Answer

In responding positively, you will want to

Correct AnswerverifiedShow Answer

Which of the following is not a goal when writing adjustment messages?

Correct AnswerverifiedShow Answer

Which of the following statements about claims is most accurate?

Correct AnswerverifiedShow Answer

The conclusion of a response message should

Correct AnswerverifiedShow Answer

Many business communicators are intimidated when they must write a message expressing thanks, recognition, or sympathy.

Correct AnswerverifiedShow Answer

The only factor to consider when deciding if a business letter is the appropriate communication channel is if you are writing to a secondary audience.

Correct AnswerverifiedShow Answer

Most workplace messages should be organized

Correct AnswerverifiedShow Answer

Which of the following openings is most appropriate for a claim message?

Correct AnswerverifiedShow Answer

In which of the following situations should you send a letter instead of an e-mail message?

Correct AnswerverifiedShow Answer

In an adjustment message, the use of a(n) ____________________ line to identify the previous correspondence is optional.

Correct AnswerverifiedShow Answer

Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?

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

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