Question 1

Which of the following guidelines should be followed when writing an effective message containing good-news?

Accepted Answer

A)   The message should use the indirect approach of organizing the content.
B)   The entire objective should be contained in a sentence at the beginning of the message.
C)   The objective or main part of the message should be reserved for the ending.
D)   If parts of the objective require explanation or commentary, these must be included in the message.
E)   The message should use the we-viewpoint instead of the you-viewpoint.

Question 2

Which of the following is true about internal operational messages?

Accepted Answer

A)   These are messages sent from employees within an organization to outsiders.
B)   These are messages developed by a business to communicate effectively with its clients.
C)   These are casual exchanges between the employees of an organization with those of another organization.
D)   Documents uploaded on the internet or distributed as handouts are not classified as internal operational messages.
E)   The formality of such exchanges ranges from casual to formal.

Question 3

What are the special needs to be considered when granting an adjustment?

Accepted Answer

When you can grant an adjustment, the si...

Question 4

Which of the following guidelines should be followed when writing an effective message containing good-news?

Accepted Answer

A)   The message should use the indirect approach of organizing the content.
B)   The entire objective should be contained in a sentence at the beginning of the message.
C)   The objective or main part of the message should be reserved for the ending.
D)   You should end the message with some appropriate friendly comment.
E)   The message should use the we-viewpoint instead of the you-viewpoint.

Question 5

Kelly needs to write an internal operational message explaining a policy change for completing travel reimbursement forms. The most appropriate way of presenting this information is:

Accepted Answer

A)   a casual internal operational message.
B)   a moderately formal internal operational message.
C)   a formal internal operational message.
D)   either a casual or informal internal operational message.
E)   either a casual, or moderately formal external operational message.

Question 6

In a message granting an adjustment, you should make repeated references to the problem being corrected.

Accepted Answer

A) True 
 B)False  False

Question 7

Which of the following guidelines should be followed when handling two or more questions for a favorable response message?

Accepted Answer

A)   Order your answers logically or arrange them in paragraphs.
B)   Make your answers stand out by dedicating a different response message to each answer.
C)   When answering two or more questions, preferably only answer the most important question.
D)   Avoid telling the reader that you are complying with the request, it sounds redundant.
E)   Avoid identifying the message being answered in the subject line. A

Question 8

Which of the following is the best place for general explanatory material in a routine inquiry with multiple questions?

Accepted Answer

A)   With the salutation
B)   Before the prefatory material
C)   In the goodwill ending
D)   In the body along with the questions
E)   In an attachment as extra material

Question 9

Which of the following guidelines should be followed when handling two or more questions for a favorable response message?

Accepted Answer

A)   Make your answers stand out by dedicating a different response message to each answer.
B)   When answering two or more questions, preferably only answer the most important question.
C)   Avoid telling the reader that you are complying with the request, it sounds redundant.
D)   Avoid identifying the message being answered in the subject line.
E)   Arrange the answers according to the questions.

Question 10

Which of the following guidelines should be followed when writing an effective message containing good-news?

Accepted Answer

A)   The message should use the indirect approach of organizing the content.
B)   The entire objective should be contained in a sentence at the beginning of the message.
C)   The prefatory part of the message must be kept brief with focus on the real message.
D)   The objective or main part of the message should be reserved for the ending.
E)   The message should use the we-viewpoint instead of the you-viewpoint.

Question 11

Which of the following should be followed when granting an adjustment?

Accepted Answer

A)   You should avoid using reader-centered language.
B)   You should use negative words to describe what went wrong since positive words are misleading.
C)   You should explain what is being done to correct the situation in a convincing and positive manner.
D)   You should make the customer's complaint the focus of your message.
E)   You should use the we-viewpoint when composing the message.

Question 12

Which of the following should be done when answering many questions in a favorable response message?

Accepted Answer

A)   Answer one question in one message.
B)   Begin with a general statement and answer all the questions in a single paragraph.
C)   Answer the most important question in the first message and reserve other questions for later messages.
D)   Answer one question first, preferably the most important.
E)   Request the sender to limit the number of questions.

Question 13

How would you structure questions in a routine inquiry message?

Accepted Answer

If there are several questions to be ask...

Question 14

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

Accepted Answer

A)   Your prompt reply to our proposal by the 31st of December will help us to start on the necessary action.
B)   A prompt reply to the request we have put forward will be highly appreciated.
C)   We know that you will be kind enough to help us. Thank you in advance for your help.
D)   Hoping to hear from you as soon as possible.
E)   I must have these cost estimates ASAP.

Question 15

When a message is likely to elicit a positive or neutral response from a reader, the direct approach is preferable.

Accepted Answer

A) True 
 B)False  True

Question 16

Which of the following claim messages presents its content in the most positive manner?

Accepted Answer

A)   It was highly disappointing that we received a broken product.
B)   I have been a long-standing customer and am not happy with the shabby treatment of my order.
C)   I expect your company to be more professional in handling my orders henceforth.
D)   It would be nice if we could get a replacement by the 1st of January.
E)   I am not satisfied with the goods you had sent.

Question 17

A routine inquiry should not open with a question or request.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is true about a routine inquiry that seeks only one piece of information?

Accepted Answer

A)   The message can be concluded immediately after asking for the information.
B)   Such a message restricts the sender from adding any extra explanation related to the query.
C)   The length of the message must be kept to a minimum by excluding any extra information.
D)   A message involving routine inquiry makes it mandatory for the writer to use the indirect approach.
E)   The message requires that the writer uses the we-viewpoint.

Question 19

Which of the following is a good practice in framing questions for routine inquiry messages?

Accepted Answer

A)   Combine two or more questions in a sentence.
B)   Avoid the use of bullets to order questions.
C)   Place all the questions in a single paragraph.
D)   Avoid simple yes or no questions.
E)   Use sentences that hint at a need for information.

Question 20

What are the different types of internal operational messages?

Accepted Answer

The formality of internal operational me...

Exam 7: Getting to the Point in Good-News and Neutral Messages

Which of the following guidelines should be followed when writing an effective message containing good-news?

Correct AnswerverifiedShow Answer

Which of the following is true about internal operational messages?

Correct AnswerverifiedShow Answer

What are the special needs to be considered when granting an adjustment?

Correct AnswerverifiedWhen you can grant an adjustment, the si...View AnswerShow Answer

Which of the following guidelines should be followed when writing an effective message containing good-news?

Correct AnswerverifiedShow Answer

Kelly needs to write an internal operational message explaining a policy change for completing travel reimbursement forms. The most appropriate way of presenting this information is:

Correct AnswerverifiedShow Answer

In a message granting an adjustment, you should make repeated references to the problem being corrected.

Correct AnswerverifiedFalse

Which of the following guidelines should be followed when handling two or more questions for a favorable response message?

Correct AnswerverifiedA

Which of the following is the best place for general explanatory material in a routine inquiry with multiple questions?

Correct AnswerverifiedShow Answer

Which of the following guidelines should be followed when handling two or more questions for a favorable response message?

Correct AnswerverifiedShow Answer

Which of the following guidelines should be followed when writing an effective message containing good-news?

Correct AnswerverifiedShow Answer

Which of the following should be followed when granting an adjustment?

Correct AnswerverifiedShow Answer

Which of the following should be done when answering many questions in a favorable response message?

Correct AnswerverifiedShow Answer

How would you structure questions in a routine inquiry message?

Correct AnswerverifiedIf there are several questions to be ask...View AnswerShow Answer

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

Correct AnswerverifiedShow Answer

When a message is likely to elicit a positive or neutral response from a reader, the direct approach is preferable.

Correct AnswerverifiedTrue

Which of the following claim messages presents its content in the most positive manner?

Correct AnswerverifiedShow Answer

A routine inquiry should not open with a question or request.

Correct AnswerverifiedShow Answer

Which of the following is true about a routine inquiry that seeks only one piece of information?

Correct AnswerverifiedShow Answer

Which of the following is a good practice in framing questions for routine inquiry messages?

Correct AnswerverifiedShow Answer

What are the different types of internal operational messages?

Correct AnswerverifiedThe formality of internal operational me...View AnswerShow Answer

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When you can grant an adjustment, the si...
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False

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A

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If there are several questions to be ask...
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True

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The formality of internal operational me...
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