Question 1

Individuals can be sued for negative comments made online.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is the most appropriate opening for an adjustment message granting a claim?

Accepted Answer

A)   We are very sorry to hear that your meal with us did not meet your expectations.
B)   Thank you for your letter of November 16 describing your bad dining experience with us last weekend.
C)   Although we believe that the food we served last weekend was of the highest quality, we are willing to refund the cost of your dinner this time only.
D)   The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

Question 3

Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy their customers and retain their business.

Accepted Answer

A) True 
 B)False

Question 4

I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message.

Accepted Answer

A) True 
 B)False

Question 5

In expressing thanks or responding to goodwill messages, ____________________ notes are most impressive.

Accepted Answer

The answer of In expressing thanks or responding to goodwill...

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is not a routine business message?

Accepted Answer

A)   An e-mail message to a coworker that confirms the time for an upcoming meeting
B)   A letter to a customer denying his or her request for credit
C)   An e-mail reply to a customer acknowledging that his or her order has been shipped
D)   An all-staff memo that outlines the new procedures for processing returned merchandise

Question 8

A personally written message will have more impact on your reader than a ready-made card.

Accepted Answer

A) True 
 B)False

Question 9

To get the best results, write your claim promptly because delaying a claim makes it seem less important.

Accepted Answer

A) True 
 B)False

Question 10

Do not hesitate to contact me is an effective example of closing pleasantly in a response message.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is the most effective opening sentence for a response message?

Accepted Answer

A)   Your letter of June 23, in which you sought information about our corporate travel packages, has been referred to me for reply.
B)   This is to inform you that we received your letter of June 23 seeking information about our corporate travel packages.
C)   Yes, we can put together a corporate travel package that will meet your needs and fit your budget.
D)   Thank you so much for your interest in our corporate travel packages.

Question 12

Business letters make the best impression if you use a good format such as the popular block style.

Accepted Answer

A) True 
 B)False

Question 13

In block letter style, headings are flush left, but paragraphs and some other elements are indented.

Accepted Answer

A) True 
 B)False

Question 14

The closing of an adjustment message should

Accepted Answer

A)   guarantee that the problem will not recur if the customer continues doing business with you.
B)   express confidence in future business relations.
C)   assign blame to the responsible department and assure the reader that the department has been improved.
D)   remind readers of their responsibility in the product failure.

Question 15

Instructions should be written in ____________________ using the imperative (command) mood.

Accepted Answer

The answer of Instructions should be written in ____________________ using...

Question 16

When service is involved in a claim, you should

Accepted Answer

A)   demand a full refund of the service fee and a repeat service call.
B)   avoid naming the service representatives involved or otherwise identifying responsible company employees.
C)   cite names of individuals spoken to and dates of calls.
D)   enclose a photograph of yourself crying or suffering other severe emotional distress because of the poor service.

Question 17

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 18

Which of the following 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 19

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 20

Claims made by telephone or e-mail are just as effective as claims made in writing.

Accepted Answer

A) True 
 B)False

Exam 6: Positive Messages

Which of the following is the most appropriate opening for an adjustment message granting a claim?

Correct AnswerverifiedShow Answer

When service is involved in a claim, you should

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The closing of an adjustment message should

Correct AnswerverifiedShow Answer

In expressing thanks or responding to goodwill messages, ____________________ notes are most impressive.

Correct AnswerverifiedShow Answer

In block letter style, headings are flush left, but paragraphs and some other elements are indented.

Correct AnswerverifiedShow Answer

To get the best results, write your claim promptly because delaying a claim makes it seem less important.

Correct AnswerverifiedShow Answer

Individuals can be sued for negative comments made online.

Correct AnswerverifiedShow Answer

Claims made by telephone or e-mail are just as effective as claims made in writing.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message.

Correct AnswerverifiedShow Answer

Which of the following is not a routine business message?

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

Which of the following is the most effective opening sentence for a response message?

Correct AnswerverifiedShow Answer

Do not hesitate to contact me is an effective example of closing pleasantly in a response message.

Correct AnswerverifiedShow Answer

A personally written message will have more impact on your reader than a ready-made card.

Correct AnswerverifiedShow Answer

Instructions should be written in ____________________ using the imperative (command) mood.

Correct AnswerverifiedShow Answer

Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy their customers and retain their business.

Correct AnswerverifiedShow Answer

Business letters make the best impression if you use a good format such as the popular block style.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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