Question 1

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

Accepted Answer

A) True 
 B)False

Question 2

When offering compliments in a goodwill message,you should

Accepted Answer

A) feel free to exaggerate. 
B) keep them broad and general. 
C) back them up with specific points. 
D) temper them with comments on areas for improvement. 
E) offer rewards to encourage future positive actions. 
A) feel free to exaggerate. 
B) keep them broad and general. 
C) back them up with specific points. 
D) temper them with comments on areas for improvement. 
E) offer rewards to encourage future positive actions.

Question 3

How can a routine,positive message be used as a resale message when writing to a customer?

Accepted Answer

A) By acknowledging the order 
B) By writing a short and specific message 
C) By minimizing negative information 
D) By using an indirect approach 
E) By reinforcing the wisdom of a purchase selection 
A) By acknowledging the order 
B) By writing a short and specific message 
C) By minimizing negative information 
D) By using an indirect approach 
E) By reinforcing the wisdom of a purchase selection

Question 4

Due to potential legal problems,many companies have a policy that prevents employees from providing recommendation letters.

Accepted Answer

A) True 
 B)False

Question 5

In a routine request,in which part of the message should you make your request?

Accepted Answer

A) In the middle paragraph 
B) At the very end of the message 
C) After the list of reasons for the request 
D) Before identifying time frames for granting the request 
E) At the beginning of the message 
A) In the middle paragraph 
B) At the very end of the message 
C) After the list of reasons for the request 
D) Before identifying time frames for granting the request 
E) At the beginning of the message

Question 6

Before volunteering someone's name as a reference,always

Accepted Answer

A) assume you have permission to do so. 
B) ask that person's permission. 
C) describe your relationship with that person. 
D) list that person's address and phone number for ease of contact. 
E) check their social media presence. 
A) assume you have permission to do so. 
B) ask that person's permission. 
C) describe your relationship with that person. 
D) list that person's address and phone number for ease of contact. 
E) check their social media presence.

Question 7

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

Accepted Answer

A) to be avoided in routine positive messages. 
B) a good way to build customer relationships. 
C) an important part of all negative responses to claim letters. 
D) an avoidance technique. 
E) viewed as superficial and somewhat insulting by the reader. 
A) to be avoided in routine positive messages. 
B) a good way to build customer relationships. 
C) an important part of all negative responses to claim letters. 
D) an avoidance technique. 
E) viewed as superficial and somewhat insulting by the reader.

Question 8

When you're composing a routine request,all of the following EXCEPT ________ will help you state your request effectively.

Accepted Answer

A) being specific 
B) paying attention to tone 
C) opening the message with your main idea 
D) using a buffer sentence to delay stating your request 
A) being specific 
B) paying attention to tone 
C) opening the message with your main idea 
D) using a buffer sentence to delay stating your request

Question 9

How should the close of a positive or routine message be handled if there is follow-up action needed?

Accepted Answer

The close of routine replies and positiv

Question 10

Friendly notes with no direct business purpose,such as those conveying congratulations or thanks,are called ________ messages.

Accepted Answer

A) salutary 
B) recognition 
C) goodwill 
D) condolence 
E) persuasive 
A) salutary 
B) recognition 
C) goodwill 
D) condolence 
E) persuasive

Question 11

When writing a routine message,how is the explanation developed?

Accepted Answer

A) As a series of questions 
B) As an outgrowth of your opening remarks 
C) As an act of persuasion 
D) As indirectly as possible 
E) As a specific request that includes deadlines 
A) As a series of questions 
B) As an outgrowth of your opening remarks 
C) As an act of persuasion 
D) As indirectly as possible 
E) As a specific request that includes deadlines

Question 12

Which of the following is one of the goals of responding to a request when a sale is involved?

Accepted Answer

A) Eliminate any resale information 
B) Respond and answer all questions 
C) Provide simple yes or no responses 
D) Avoid a specific response to any complaints 
E) Explain third party relationships 
A) Eliminate any resale information 
B) Respond and answer all questions 
C) Provide simple yes or no responses 
D) Avoid a specific response to any complaints 
E) Explain third party relationships

Question 13

If there are deadlines for the request,where should those be stated?

Accepted Answer

A) The opening paragraph 
B) In the explanation section 
C) In the middle paragraph 
D) Before specific questions are listed 
E) In the courteous close 
A) The opening paragraph 
B) In the explanation section 
C) In the middle paragraph 
D) Before specific questions are listed 
E) In the courteous close

Question 14

Where should you highlight the benefits to your reader in a routine reply or positive message?

Accepted Answer

A) At the beginning of the opening 
B) At the end of the opening 
C) In the close of the message 
D) In the first line of the body 
E) In the last line of the body 
A) At the beginning of the opening 
B) At the end of the opening 
C) In the close of the message 
D) In the first line of the body 
E) In the last line of the body

Question 15

When you're writing an introduction to a routine request,what should you do?

Accepted Answer

In a routine request message,state your

Question 16

Send a ________ to take note of a significant event in someone's business or personal life.

Accepted Answer

A) message of appreciation 
B) message of congratulations 
C) message of acknowledgement 
D) message of recognizance 
A) message of appreciation 
B) message of congratulations 
C) message of acknowledgement 
D) message of recognizance

Question 17

In a routine request,where do you explain the request,if an explanation is needed?

Accepted Answer

A) In the body 
B) In the introduction 
C) In the close 
D) Before a list of questions 
E) In its own paragraph 
A) In the body 
B) In the introduction 
C) In the close 
D) Before a list of questions 
E) In its own paragraph

Question 18

When using the direct approach for a claim or adjustment,what should you include in the body of your message?

Accepted Answer

A) Specific explanation of the details 
B) A clear statement of the problem 
C) A specific statement indicating what you want done 
D) A statement that conveys your desire to find a solution 
E) An offer to continue the relationship if they resolve the issue 
A) Specific explanation of the details 
B) A clear statement of the problem 
C) A specific statement indicating what you want done 
D) A statement that conveys your desire to find a solution 
E) An offer to continue the relationship if they resolve the issue

Question 19

Messages of ________ recognize the contributions of employees or business associates.

Accepted Answer

A) salutation 
B) recognizance 
C) coalition 
D) appreciation 
E) goodwill 
A) salutation 
B) recognizance 
C) coalition 
D) appreciation 
E) goodwill

Question 20

Social media releases include social networking links,"tweetables," and other sharable content.

Accepted Answer

A) True 
 B)False

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

When offering compliments in a goodwill message,you should

How can a routine,positive message be used as a resale message when writing to a customer?

Due to potential legal problems,many companies have a policy that prevents employees from providing recommendation letters.

In a routine request,in which part of the message should you make your request?

Before volunteering someone's name as a reference,always

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

When you're composing a routine request,all of the following EXCEPT ________ will help you state your request effectively.

How should the close of a positive or routine message be handled if there is follow-up action needed?

Friendly notes with no direct business purpose,such as those conveying congratulations or thanks,are called ________ messages.

When writing a routine message,how is the explanation developed?

Which of the following is one of the goals of responding to a request when a sale is involved?

If there are deadlines for the request,where should those be stated?

Where should you highlight the benefits to your reader in a routine reply or positive message?

When you're writing an introduction to a routine request,what should you do?

Send a ________ to take note of a significant event in someone's business or personal life.

In a routine request,where do you explain the request,if an explanation is needed?

When using the direct approach for a claim or adjustment,what should you include in the body of your message?

Messages of ________ recognize the contributions of employees or business associates.

Social media releases include social networking links,"tweetables," and other sharable content.

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

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

When offering compliments in a goodwill message,you should

How can a routine,positive message be used as a resale message when writing to a customer?

Due to potential legal problems,many companies have a policy that prevents employees from providing recommendation letters.

In a routine request,in which part of the message should you make your request?

Before volunteering someone's name as a reference,always

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

When you're composing a routine request,all of the following EXCEPT ________ will help you state your request effectively.

How should the close of a positive or routine message be handled if there is follow-up action needed?

Friendly notes with no direct business purpose,such as those conveying congratulations or thanks,are called ________ messages.

When writing a routine message,how is the explanation developed?

Which of the following is one of the goals of responding to a request when a sale is involved?

If there are deadlines for the request,where should those be stated?

Where should you highlight the benefits to your reader in a routine reply or positive message?

When you're writing an introduction to a routine request,what should you do?

Send a ________ to take note of a significant event in someone's business or personal life.

In a routine request,where do you explain the request,if an explanation is needed?

When using the direct approach for a claim or adjustment,what should you include in the body of your message?

Messages of ________ recognize the contributions of employees or business associates.

Social media releases include social networking links,"tweetables," and other sharable content.

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