Question 1

Companies should respond to every comment left by customers on social media sites.

Accepted Answer

A) True 
 B)False

Question 2

Business ____________________ are important when a permanent record is required, when a message is confidential, and when formality is necessary.

Accepted Answer

The answer of Business ____________________ are important when a permanent...

Question 3

A business letter is a better channel choice than e-mail

Accepted Answer

A)  when the matter requires confidentiality.
B)  when you want to be informal.
C)  when time is of the essence.
D)  never. Business letters are obsolete.

Question 4

When should you send a thank-you note?

Accepted Answer

A)  When someone gives you a gift 
B)  When someone does a favor for you 
C)  When you have been someone's guest 
D)  You should write a thank-you note for all these situations.

Question 5

____________________ messages express thanks, congratulations, recognition, and sympathy.

Accepted Answer

The answer of ____________________ messages express thanks, congratulations, recognition, and...

Question 6

The closing of a routine request that requires action may include an end ____________________ so that the reader knows when an action is required.

Accepted Answer

The answer of The closing of a routine request that...

Question 7

You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the company network. Develop a numbered list containing at least five steps. Your list should be written clearly using parallel structure.

Accepted Answer

Student answers will vary.ach step shoul...

Question 8

Adjustment messages that grant customers' claims should be written using the ____________________ organizational pattern.

Accepted Answer

The answer of Adjustment messages that grant customers' claims should...

Question 9

A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.

Accepted Answer

A) True 
 B)False

Question 10

Very few businesses make adjustments promptly.

Accepted Answer

A) True 
 B)False

Question 11

The body of a routine message that requests information or action should

Accepted Answer

A)  present details that explain your request.
B)  request action from the reader.
C)  give any deadline dates.
D)  reveal for the first time why you are writing.

Question 12

Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, and when formality is necessary.

Accepted Answer

A) True 
 B)False

Question 13

Instruction messages are used to

Accepted Answer

A)  establish rules of conduct to be followed within an organization.
B)  explain clearly how to complete a task.
C)  entertain customers by being witty and clever.
D)  All these choices.

Question 14

Which of the following is the best closing sentence for a message requesting information?

Accepted Answer

A)  Thank you in advance for your cooperation.
B)  Your answers to these questions by April 30 will help us decide which product to purchase.
C)  Thank you.
D)  If you have any questions, please do not hesitate to call me.

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

Accepted Answer

A) True 
 B)False

Question 17

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 18

James received a letter from a customer asking about his company's accounting services. How should James reply to the customer?

Accepted Answer

A)  E-mail or IM 
B)  Text message 
C)  Bound report 
D)  Letter

Question 19

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 20

A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her?

Accepted Answer

A)  Make the review as long as possible so that you can include many details about the restaurant.
B)  To be safe and to protect your privacy, leave the comment anonymously.
C)  Include positives as well as negatives in the review.
D)  Even if the restaurant contacts you to correct the problem, leave the original message posted as is.

Exam 8: Positive Messages

James received a letter from a customer asking about his company's accounting services. How should James reply to the customer?

Correct AnswerverifiedShow Answer

Companies should respond to every comment left by customers on social media sites.

Correct AnswerverifiedShow Answer

Business ____________________ are important when a permanent record is required, when a message is confidential, and when formality is necessary.

Correct AnswerverifiedShow Answer

When should you send a thank-you note?

Correct AnswerverifiedShow Answer

A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her?

Correct AnswerverifiedShow Answer

The body of a routine message that requests information or action should

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the company network. Develop a numbered list containing at least five steps. Your list should be written clearly using parallel structure.

Correct AnswerverifiedStudent answers will vary.ach step shoul...View AnswerShow Answer

____________________ messages express thanks, congratulations, recognition, and sympathy.

Correct AnswerverifiedShow Answer

Very few businesses make adjustments promptly.

Correct AnswerverifiedShow Answer

Which of the following is the best closing sentence for a message requesting information?

Correct AnswerverifiedShow Answer

Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

Correct AnswerverifiedShow Answer

Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, and when formality is necessary.

Correct AnswerverifiedShow Answer

A business letter is a better channel choice than e-mail

Correct AnswerverifiedShow Answer

The closing of a routine request that requires action may include an end ____________________ so that the reader knows when an action is required.

Correct AnswerverifiedShow Answer

Adjustment messages that grant customers' claims should be written using the ____________________ organizational pattern.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Instruction messages are used to

Correct AnswerverifiedShow Answer

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Student answers will vary.ach step shoul...
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