Question 1

The categories of routine replies and positive messages include all of the following EXCEPT

Accepted Answer

A) answering requests for information and action. 
B) granting claims and adjustments. 
C) refusing applicants' résumés. 
D) sending goodwill messages. 
A) answering requests for information and action. 
B) granting claims and adjustments. 
C) refusing applicants' résumés. 
D) sending goodwill messages.

Question 2

In addition to information or action from another party,when are routine messages most often used?

Accepted Answer

A) When you are prepared to comply with the request 
B) When there is a need for persuasion 
C) When there might be a negative outcome 
D) When responding by email 
E) When using any form of digital technology 
A) When you are prepared to comply with the request 
B) When there is a need for persuasion 
C) When there might be a negative outcome 
D) When responding by email 
E) When using any form of digital technology

Question 3

When answering requests and a potential sale is involved,one important goal is to

Accepted Answer

A) leave your audience with a good impression of you and your firm. 
B) provide negative information about any possible competitors. 
C) use hard sell techniques to pressure the reader into making the purchase. 
D) explain the flaws in competitors' products. 
E) include a deadline to encourage more frequent sales. 
A) leave your audience with a good impression of you and your firm. 
B) provide negative information about any possible competitors. 
C) use hard sell techniques to pressure the reader into making the purchase. 
D) explain the flaws in competitors' products. 
E) include a deadline to encourage more frequent sales.

Question 4

A ________ is a specialized document used to share relevant information with the news media.

Accepted Answer

A) treatise 
B) press release 
C) developmental brief 
D) direct-to-consumer release 
E) recommendation 
A) treatise 
B) press release 
C) developmental brief 
D) direct-to-consumer release 
E) recommendation

Question 5

Why is it important to write messages of appreciation?

Accepted Answer

An important leadership quality is the a

Question 6

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

Accepted Answer

A) Tell the customer what they did wrong and how to avoid the problem in the future 
B) Follow up to make sure your response was correct 
C) Use a colleague's name to indicate exactly who was at fault 
D) Cite the company's policy for complaints 
E) Sympathize with the customer for the poor service 
A) Tell the customer what they did wrong and how to avoid the problem in the future 
B) Follow up to make sure your response was correct 
C) Use a colleague's name to indicate exactly who was at fault 
D) Cite the company's policy for complaints 
E) Sympathize with the customer for the poor service

Question 7

Why is the close of a routine reply or positive message generally short?

Accepted Answer

A) The reader already knows what you need done 
B) You are not asking the reader to do anything 
C) You have already offered your thanks in the opening paragraph 
D) It is simply a resale opportunity and doesn't need any development 
E) A shorter message minimizes the negative news 
A) The reader already knows what you need done 
B) You are not asking the reader to do anything 
C) You have already offered your thanks in the opening paragraph 
D) It is simply a resale opportunity and doesn't need any development 
E) A shorter message minimizes the negative news

Question 8

Because routine messages are so common in business,it is not necessary to pay attention to your tone when writing them.

Accepted Answer

A) True 
 B)False

Question 9

In most cases,when making routine requests you should assume the audience will not comply.

Accepted Answer

A) True 
 B)False

Question 10

When making claims or requesting adjustments,you should begin by

Accepted Answer

A) complimenting the company for past service. 
B) providing a detailed description of the faulty merchandise. 
C) providing a straightforward explanation of what the problem is. 
D) threatening legal action if you do not receive a favorable adjustment. 
E) providing a detailed explanation of what you expect the company to do. 
A) complimenting the company for past service. 
B) providing a detailed description of the faulty merchandise. 
C) providing a straightforward explanation of what the problem is. 
D) threatening legal action if you do not receive a favorable adjustment. 
E) providing a detailed explanation of what you expect the company to do.

Question 11

When making a claim or requesting an adjustment,your close should

Accepted Answer

A) clearly state how angry and disappointed you are. 
B) explain the specific details of the problem. 
C) request the specific action required to resolve the problem. 
D) explain that you are planning to seek legal counsel. 
E) provide a straightforward explanation of how the problem occurred. 
A) clearly state how angry and disappointed you are. 
B) explain the specific details of the problem. 
C) request the specific action required to resolve the problem. 
D) explain that you are planning to seek legal counsel. 
E) provide a straightforward explanation of how the problem occurred.

Question 12

Identify and discuss best practices for explaining and justifying a routine request.

Accepted Answer

After you've stated your request up fron

Question 13

Which of the following should be included in the body of a routine,positive message?

Accepted Answer

A) A complete explanation of your point 
B) A simple thank you 
C) A demanding tone 
D) A reminder of all steps involved 
E) An indication of follow-up required 
A) A complete explanation of your point 
B) A simple thank you 
C) A demanding tone 
D) A reminder of all steps involved 
E) An indication of follow-up required

Question 14

Almost any routine message can be used as a way to build goodwill.

Accepted Answer

A) True 
 B)False

Question 15

The close of a routine reply or positive message where more action is needed should

Accepted Answer

A) clearly state who will do what next. 
B) explain the reasons for any negative information you have included. 
C) offer an explanation for why this decision was made. 
D) create some ambiguity,so the audience will be more likely to contact you. 
E) include a list of deadlines and desired outcomes. 
A) clearly state who will do what next. 
B) explain the reasons for any negative information you have included. 
C) offer an explanation for why this decision was made. 
D) create some ambiguity,so the audience will be more likely to contact you. 
E) include a list of deadlines and desired outcomes.

Question 16

Which of the following would be an appropriate way to start a claim or request for an adjustment?

Accepted Answer

A) With a complete and specific explanation of the details 
B) With information needed to verify the complaint 
C) With a clear and calm statement of the problem 
D) With a request for a specific action 
E) With an expression of your desire to find a solution 
A) With a complete and specific explanation of the details 
B) With information needed to verify the complaint 
C) With a clear and calm statement of the problem 
D) With a request for a specific action 
E) With an expression of your desire to find a solution

Question 17

A typical routine request contains all of the following parts EXCEPT

Accepted Answer

A) an opening. 
B) a body. 
C) an appendix. 
D) a close. 
A) an opening. 
B) a body. 
C) an appendix. 
D) a close.

Question 18

Which of the following is used to begin a routine request when using the direct approach?

Accepted Answer

A) Details and explanations 
B) Justification for the request 
C) Main idea 
D) Reasons for the request 
E) Specific action you need taken 
A) Details and explanations 
B) Justification for the request 
C) Main idea 
D) Reasons for the request 
E) Specific action you need taken

Question 19

Why is it important to open a routine message with the main idea?

Accepted Answer

A) To keep the opening concise 
B) To minimize the effect of the message 
C) To help prevent confusion of the audience 
D) To prepare the audience for the details to follow 
E) To establish a supportive tone 
A) To keep the opening concise 
B) To minimize the effect of the message 
C) To help prevent confusion of the audience 
D) To prepare the audience for the details to follow 
E) To establish a supportive tone

Question 20

Policy statements or procedural changes are generally neutral,so readers will not react emotionally to them.

Accepted Answer

A) True 
 B)False

The categories of routine replies and positive messages include all of the following EXCEPT

In addition to information or action from another party,when are routine messages most often used?

When answering requests and a potential sale is involved,one important goal is to

A ________ is a specialized document used to share relevant information with the news media.

Why is it important to write messages of appreciation?

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

Why is the close of a routine reply or positive message generally short?

Because routine messages are so common in business,it is not necessary to pay attention to your tone when writing them.

In most cases,when making routine requests you should assume the audience will not comply.

When making claims or requesting adjustments,you should begin by

When making a claim or requesting an adjustment,your close should

Identify and discuss best practices for explaining and justifying a routine request.

Which of the following should be included in the body of a routine,positive message?

Almost any routine message can be used as a way to build goodwill.

The close of a routine reply or positive message where more action is needed should

Which of the following would be an appropriate way to start a claim or request for an adjustment?

A typical routine request contains all of the following parts EXCEPT

Which of the following is used to begin a routine request when using the direct approach?

Why is it important to open a routine message with the main idea?

Policy statements or procedural changes are generally neutral,so readers will not react emotionally to them.

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

The categories of routine replies and positive messages include all of the following EXCEPT

In addition to information or action from another party,when are routine messages most often used?

When answering requests and a potential sale is involved,one important goal is to

A ________ is a specialized document used to share relevant information with the news media.

Why is it important to write messages of appreciation?

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

Why is the close of a routine reply or positive message generally short?

Because routine messages are so common in business,it is not necessary to pay attention to your tone when writing them.

In most cases,when making routine requests you should assume the audience will not comply.

When making claims or requesting adjustments,you should begin by

When making a claim or requesting an adjustment,your close should

Identify and discuss best practices for explaining and justifying a routine request.

Which of the following should be included in the body of a routine,positive message?

Almost any routine message can be used as a way to build goodwill.

The close of a routine reply or positive message where more action is needed should

Which of the following would be an appropriate way to start a claim or request for an adjustment?

A typical routine request contains all of the following parts EXCEPT

Which of the following is used to begin a routine request when using the direct approach?

Why is it important to open a routine message with the main idea?

Policy statements or procedural changes are generally neutral,so readers will not react emotionally to them.

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