Question 1

Discuss the goals when writing a positive response to a request or sending a goodwill message.

Accepted Answer

When you are responding positively to a

Question 2

Which of the following should the middle paragraph of a routine request be used for?

Accepted Answer

A) To state the request 
B) To explain and justify the request 
C) To make it easy to comply with the request 
D) To offer an expression of gratitude 
E) To clarify deadlines 
A) To state the request 
B) To explain and justify the request 
C) To make it easy to comply with the request 
D) To offer an expression of gratitude 
E) To clarify deadlines

Question 3

When you're writing to acknowledge a customer's order,include a ________ to assure the customer that he/she has made good purchase.

Accepted Answer

A) resale comment 
B) discount coupon 
C) price list for other products 
D) self-addressed stamped envelope 
E) price list for competitors' products 
A) resale comment 
B) discount coupon 
C) price list for other products 
D) self-addressed stamped envelope 
E) price list for competitors' products

Question 4

A claim is ________; an adjustment is ________.

Accepted Answer

A) a goodwill message; a means to an end 
B) an emotional reaction; a calculated response 
C) a formal complaint; a settlement of a claim 
D) an informal complaint; an emotional reaction 
E) a benefit of compliance; the outcome of compliance 
A) a goodwill message; a means to an end 
B) an emotional reaction; a calculated response 
C) a formal complaint; a settlement of a claim 
D) an informal complaint; an emotional reaction 
E) a benefit of compliance; the outcome of compliance

Question 5

Why are appreciation messages important? What should they include?

Accepted Answer

It is important to recognize the contrib

Question 6

Which of the following is one element to include in a courteous close?

Accepted Answer

A) A reminder of your position in the organization 
B) An explanation of the request 
C) The logical outcome when the request is responded to 
D) New,less-important questions that the reader should answer 
E) A specific request with relevant deadlines 
A) A reminder of your position in the organization 
B) An explanation of the request 
C) The logical outcome when the request is responded to 
D) New,less-important questions that the reader should answer 
E) A specific request with relevant deadlines

Question 7

Explain what you should include in an effective recommendation letter.

Accepted Answer

A successful recommendation letter inclu

Question 8

If you have strong negative information to deliver as part of a positive message,you should

Accepted Answer

A) open with the negative information. 
B) use the indirect approach. 
C) put the negative information in a separate message. 
D) apologize for having to spoil the moment. 
E) hint at the negative information to soften the blow. 
A) open with the negative information. 
B) use the indirect approach. 
C) put the negative information in a separate message. 
D) apologize for having to spoil the moment. 
E) hint at the negative information to soften the blow.

Question 9

It is not necessary to ask someone's permission before listing his or her name as a job reference.

Accepted Answer

A) True 
 B)False

Question 10

Briefly explain how the Internet and social media have changed the nature of the news release.

Accepted Answer

Whereas companies once wrote news releas

Question 11

The best opening for a positive message includes the single most important information you need to give the audience.

Accepted Answer

A) True 
 B)False

Question 12

Condolence messages should

Accepted Answer

A) focus on your own sense of loss. 
B) avoid referring to the deceased. 
C) be short,simple,and sincere. 
D) always be sent via electronic media. 
E) focus on the future. 
A) focus on your own sense of loss. 
B) avoid referring to the deceased. 
C) be short,simple,and sincere. 
D) always be sent via electronic media. 
E) focus on the future.

Question 13

In the closing section of a routine request,________ would be out of place.

Accepted Answer

A) asking a series of questions 
B) requesting some specific action 
C) expressing your goodwill and appreciation 
D) providing your contact information 
A) asking a series of questions 
B) requesting some specific action 
C) expressing your goodwill and appreciation 
D) providing your contact information

Question 14

The opening of a routine or positive message should be

Accepted Answer

A) brief and enigmatic. 
B) terse and demanding. 
C) wordy and indirect. 
D) clear and concise. 
E) specific and thought provoking 
A) brief and enigmatic. 
B) terse and demanding. 
C) wordy and indirect. 
D) clear and concise. 
E) specific and thought provoking

Question 15

Which of the following should be one of your goals when responding to a customer complaint?

Accepted Answer

A) Explain how you plan to resolve the situation 
B) Use a colleague's name to indicate exactly who was at fault 
C) Include an exaggerated,clear apology 
D) Tell the customer what they did wrong and how to avoid the problem in the future 
E) Make any type of promise that will make the customer happy 
A) Explain how you plan to resolve the situation 
B) Use a colleague's name to indicate exactly who was at fault 
C) Include an exaggerated,clear apology 
D) Tell the customer what they did wrong and how to avoid the problem in the future 
E) Make any type of promise that will make the customer happy

Question 16

If you have mildly disappointing information to deliver as part of a positive message,you should

Accepted Answer

A) put the negative information in a favorable context. 
B) simply omit it from the message. 
C) put the negative information first. 
D) put the negative information last. 
E) put the negative information at the end of the middle paragraph. 
A) put the negative information in a favorable context. 
B) simply omit it from the message. 
C) put the negative information first. 
D) put the negative information last. 
E) put the negative information at the end of the middle paragraph.

Question 17

When requesting a sales report from a coworker who is regularly responsible for sending you the sales report,you should

Accepted Answer

A) use the indirect approach. 
B) get straight to the point. 
C) maintain a formal style and tone. 
D) use a persuasive approach. 
E) explain why you need the information. 
A) use the indirect approach. 
B) get straight to the point. 
C) maintain a formal style and tone. 
D) use a persuasive approach. 
E) explain why you need the information.

Question 18

Explain why goodwill messages are important,and then describe at least two characteristics of effective goodwill messages.

Accepted Answer

Goodwill messages can improve your relat

Question 19

What should you keep in mind when you're deciding what to include in a message of condolence?

Accepted Answer

As you decide what to include in the mes

Question 20

Why should the direct approach be used for routine replies and positive messages?

Accepted Answer

A) The reader will want to know what is in it for them 
B) The reader will be generally interested in what you have to say 
C) The reader will want a chance to discuss an issue 
D) The reader will need to be reminded why the issue is important 
E) It saves the writer time in crafting the message 
A) The reader will want to know what is in it for them 
B) The reader will be generally interested in what you have to say 
C) The reader will want a chance to discuss an issue 
D) The reader will need to be reminded why the issue is important 
E) It saves the writer time in crafting the message

Discuss the goals when writing a positive response to a request or sending a goodwill message.

Which of the following should the middle paragraph of a routine request be used for?

When you're writing to acknowledge a customer's order,include a ________ to assure the customer that he/she has made good purchase.

A claim is ; an adjustment is .

Why are appreciation messages important? What should they include?

Which of the following is one element to include in a courteous close?

Explain what you should include in an effective recommendation letter.

If you have strong negative information to deliver as part of a positive message,you should

It is not necessary to ask someone's permission before listing his or her name as a job reference.

Briefly explain how the Internet and social media have changed the nature of the news release.

The best opening for a positive message includes the single most important information you need to give the audience.

Condolence messages should

In the closing section of a routine request,________ would be out of place.

The opening of a routine or positive message should be

Which of the following should be one of your goals when responding to a customer complaint?

If you have mildly disappointing information to deliver as part of a positive message,you should

When requesting a sales report from a coworker who is regularly responsible for sending you the sales report,you should

Explain why goodwill messages are important,and then describe at least two characteristics of effective goodwill messages.

What should you keep in mind when you're deciding what to include in a message of condolence?

Why should the direct approach be used for routine replies and positive messages?

Understanding the Foundations of Business Communications

Collaboration,Interpersonal Communication,and Business Etiquette

Communication Challenges in a Diverse,Global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Digital Media

Social Media

Visual Media

Writing Negative Messages

Writing Persuasive Messages

Finding,Evaluating,and Processing Information

Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Presentations in a Social Media Environment

Enhancing Presentations with Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Filters

Exam 10: Writing Routine and Positive Messages

Discuss the goals when writing a positive response to a request or sending a goodwill message.

Which of the following should the middle paragraph of a routine request be used for?

When you're writing to acknowledge a customer's order,include a ________ to assure the customer that he/she has made good purchase.

A claim is ________; an adjustment is ________.

Why are appreciation messages important? What should they include?

Which of the following is one element to include in a courteous close?

Explain what you should include in an effective recommendation letter.

If you have strong negative information to deliver as part of a positive message,you should

It is not necessary to ask someone's permission before listing his or her name as a job reference.

Briefly explain how the Internet and social media have changed the nature of the news release.

The best opening for a positive message includes the single most important information you need to give the audience.

Condolence messages should

In the closing section of a routine request,________ would be out of place.

The opening of a routine or positive message should be

Which of the following should be one of your goals when responding to a customer complaint?

If you have mildly disappointing information to deliver as part of a positive message,you should

When requesting a sales report from a coworker who is regularly responsible for sending you the sales report,you should

Explain why goodwill messages are important,and then describe at least two characteristics of effective goodwill messages.

What should you keep in mind when you're deciding what to include in a message of condolence?

Why should the direct approach be used for routine replies and positive messages?

Understanding the Foundations of Business Communications

Collaboration,Interpersonal Communication,and Business Etiquette

Communication Challenges in a Diverse,Global Marketplace

Planning Business Messages

Writing Business Messages

Completing Business Messages

Digital Media

Social Media

Visual Media

Writing Negative Messages

Writing Persuasive Messages

Finding,Evaluating,and Processing Information

Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Presentations in a Social Media Environment

Enhancing Presentations with Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Filters

A claim is ; an adjustment is .