Question 1

Which of the following is a guideline for making effective claims or requesting adjustments?

Accepted Answer

A)  Always close with a sincere apology for the inconvenience caused. 
B)  Clearly convey your anger and frustration through your message. 
C)  Avoid giving a detailed explanation of your claim in the message. 
D)  Be prepared to back up your claim with relevant documents. 
A)  Always close with a sincere apology for the inconvenience caused. 
B)  Clearly convey your anger and frustration through your message. 
C)  Avoid giving a detailed explanation of your claim in the message. 
D)  Be prepared to back up your claim with relevant documents. D

Question 2

The opening of a request for information should ________.

Accepted Answer

A)  contain a sincere apology for the trouble caused 
B)  clearly state why the information is required 
C)  include an offer to pay for the service rendered 
D)  include the full name and address of the person to whom the information should be sent 
A)  contain a sincere apology for the trouble caused 
B)  clearly state why the information is required 
C)  include an offer to pay for the service rendered 
D)  include the full name and address of the person to whom the information should be sent B

Question 3

When sending a condolence message for a death,refer to it as a "passing away" or a "departing" to soften the blow.

Accepted Answer

A) True 
 B)False  False

Question 4

When making a routine request,the body of your message should ________.

Accepted Answer

A)  put your most important request at the end 
B)  explain and justify your request 
C)  address multiple topics in one question 
D)  offer apologies for any inconvenience caused 
A)  put your most important request at the end 
B)  explain and justify your request 
C)  address multiple topics in one question 
D)  offer apologies for any inconvenience caused

Question 5

When developing routine requests and positive messages,you should ________.

Accepted Answer

A)  slowly build up to the request or main idea 
B)  not assume that your audience will comply 
C)  demand action to ensure compliance 
D)  soften your request with words such as "please" and "I would appreciate" 
A)  slowly build up to the request or main idea 
B)  not assume that your audience will comply 
C)  demand action to ensure compliance 
D)  soften your request with words such as "please" and "I would appreciate"

Question 6

In the body of your routine message making claims or requesting actions,you should ________.

Accepted Answer

A)  clearly express your anger and frustration 
B)  warn the reader of the consequences of inaction 
C)  apologize for the inconvenience caused 
D)  give a complete and specific explanation of the details 
A)  clearly express your anger and frustration 
B)  warn the reader of the consequences of inaction 
C)  apologize for the inconvenience caused 
D)  give a complete and specific explanation of the details

Question 7

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________.

Accepted Answer

A)  settlements to claims 
B)  recommendations 
C)  adjustments 
D)  information or action 
A)  settlements to claims 
B)  recommendations 
C)  adjustments 
D)  information or action

Question 8

Which of the following is a pointer for writing positive messages?

Accepted Answer

A)  Omit negative information, if any. 
B)  Always verify only the dates of correspondence. 
C)  Never collaborate with another employee in developing the letter. 
D)  If further action is needed, tell the reader how to proceed and encourage the reader to act promptly. 
A)  Omit negative information, if any. 
B)  Always verify only the dates of correspondence. 
C)  Never collaborate with another employee in developing the letter. 
D)  If further action is needed, tell the reader how to proceed and encourage the reader to act promptly.

Question 9

Which of the following is a strategy for routine replies and positive messages?

Accepted Answer

A)  Use the indirect approach. 
B)  Introduce your main idea in the body of the message. 
C)  Open with an interesting fact or question. 
D)  Embed any negative information in a positive context. 
A)  Use the indirect approach. 
B)  Introduce your main idea in the body of the message. 
C)  Open with an interesting fact or question. 
D)  Embed any negative information in a positive context.

Question 10

Goodwill messages should not be ________.

Accepted Answer

A)  unexpected 
B)  without a direct business purpose 
C)  exaggerated 
D)  congratulatory 
A)  unexpected 
B)  without a direct business purpose 
C)  exaggerated 
D)  congratulatory

Question 11

Outline an effective strategy for writing routine replies and positive messages.

Accepted Answer

Readers receiving routine replies and po

Question 12

Which of the following is true about sending goodwill messages?

Accepted Answer

A)  A personal tone is inappropriate when sending congratulations even if you are already friendly with the reader. 
B)  A handwritten note of appreciation is inappropriate in today's electronic media environment. 
C)  Send congratulations for personal events only if you know the reader well. 
D)  Goodwill messages need not have a direct business purpose. 
A)  A personal tone is inappropriate when sending congratulations even if you are already friendly with the reader. 
B)  A handwritten note of appreciation is inappropriate in today's electronic media environment. 
C)  Send congratulations for personal events only if you know the reader well. 
D)  Goodwill messages need not have a direct business purpose.

Question 13

A good pointer for personalized reply to a request is ________.

Accepted Answer

A)  always verify only the dates 
B)  never collaborate with the former employee in developing the letter 
C)  offer to provide a personal reference 
D)  give a glimpse into your corporate culture and encourage the reader to keep in touch 
A)  always verify only the dates 
B)  never collaborate with the former employee in developing the letter 
C)  offer to provide a personal reference 
D)  give a glimpse into your corporate culture and encourage the reader to keep in touch

Question 14

You should close a request for action with ________.

Accepted Answer

A)  the full name and address of the person to whom the letter should be sent 
B)  a complete career summary 
C)  a sincere apology for the trouble caused 
D)  an expression of appreciation 
A)  the full name and address of the person to whom the letter should be sent 
B)  a complete career summary 
C)  a sincere apology for the trouble caused 
D)  an expression of appreciation

Question 15

When making claims or requesting adjustments,you should open with a(n)________.

Accepted Answer

A)  apology for the inconvenience caused 
B)  straightforward statement of the problem 
C)  neutral buffer statement 
D)  expression of your anger and frustration 
A)  apology for the inconvenience caused 
B)  straightforward statement of the problem 
C)  neutral buffer statement 
D)  expression of your anger and frustration

Question 16

When granting claims and requests for adjustment when your company is at fault,you should ________.

Accepted Answer

A)  specifically assign blame to someone in your organization by name 
B)  take steps to repair the relationship 
C)  start from the assumption that the information the customer provided is incorrect 
D)  imply that the customer is at fault 
A)  specifically assign blame to someone in your organization by name 
B)  take steps to repair the relationship 
C)  start from the assumption that the information the customer provided is incorrect 
D)  imply that the customer is at fault

Question 17

Offer a few suggestions for writing condolence messages.

Accepted Answer

A.Keep reminiscences brief.Recount a mem

Question 18

Please use the information below to answer the following question(s):
Weaver Designs, a manufacturer and retailer of earth-friendly clothes for women, received a complaint from a customer that the dress she had purchased from them had faded after just one wash. The customer had asked that she be given a full refund on her purchase. However, all the clothes manufactured by Weaver Designs use natural dyes, which run upon being washed in the machine in hot water, which this customer indicated she had done. The washing instructions are clearly printed on the labels of all garments manufactured by Weaver and on the packaging. Nevertheless, in order to build customer goodwill, the company decides to offer to replace the garment with an identical piece.
-Which of the following would be most effective as the body for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

Accepted Answer

A)  At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes that must not be washed in hot water or put in the dryer. Please ensure that, henceforth, you wash the dress gently in cold water, either in your machine or by hand, and lay flat to air-dry. 
B)  The problem that you brought to our notice is because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. We request you to pay close attention to the washing instructions when you wash this dress. 
C)  We at Weaver Designs urge you to carefully read and follow the washing instructions-clearly printed on all labels and packaging-to prolong the life of your clothes and to avoid further claims of this kind. 
D)  At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. To retain their colour and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry. 
A)  At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes that must not be washed in hot water or put in the dryer. Please ensure that, henceforth, you wash the dress gently in cold water, either in your machine or by hand, and lay flat to air-dry. 
B)  The problem that you brought to our notice is because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. We request you to pay close attention to the washing instructions when you wash this dress. 
C)  We at Weaver Designs urge you to carefully read and follow the washing instructions-clearly printed on all labels and packaging-to prolong the life of your clothes and to avoid further claims of this kind. 
D)  At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. To retain their colour and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry.

Question 19

Zack's dishwasher has broken down several times since he bought it six months ago.Zack writes a letter to the company's customer care center,explaining his problem and requesting that he receive a replacement for the defective product.This is an example of a routine message ________.

Accepted Answer

A)  asking for information 
B)  asking for recommendations 
C)  asking for a decision 
D)  requesting adjustment 
A)  asking for information 
B)  asking for recommendations 
C)  asking for a decision 
D)  requesting adjustment

Question 20

When making claims or requesting adjustments,you should ________.

Accepted Answer

A)  warn the reader of the consequences of inaction 
B)  apologize for the inconvenience caused 
C)  clearly convey your anger and frustration 
D)  assume that a fair adjustment will be made 
A)  warn the reader of the consequences of inaction 
B)  apologize for the inconvenience caused 
C)  clearly convey your anger and frustration 
D)  assume that a fair adjustment will be made

Which of the following is a guideline for making effective claims or requesting adjustments?

The opening of a request for information should ________.

When sending a condolence message for a death,refer to it as a "passing away" or a "departing" to soften the blow.

When making a routine request,the body of your message should ________.

When developing routine requests and positive messages,you should ________.

In the body of your routine message making claims or requesting actions,you should ________.

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________.

Which of the following is a pointer for writing positive messages?

Which of the following is a strategy for routine replies and positive messages?

Goodwill messages should not be ________.

Outline an effective strategy for writing routine replies and positive messages.

Which of the following is true about sending goodwill messages?

A good pointer for personalized reply to a request is ________.

You should close a request for action with ________.

When making claims or requesting adjustments,you should open with a(n)________.

When granting claims and requests for adjustment when your company is at fault,you should ________.

Offer a few suggestions for writing condolence messages.

Zack's dishwasher has broken down several times since he bought it six months ago.Zack writes a letter to the company's customer care center,explaining his problem and requesting that he receive a replacement for the defective product.This is an example of a routine message ________.

When making claims or requesting adjustments,you should ________.

Understanding Business Communication in Today's Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Resumés

Applying and Interviewing for Employment

Filters

Exam 7: Writing Routine and Positive Messages

Which of the following is a guideline for making effective claims or requesting adjustments?

The opening of a request for information should ________.

When sending a condolence message for a death,refer to it as a "passing away" or a "departing" to soften the blow.

When making a routine request,the body of your message should ________.

When developing routine requests and positive messages,you should ________.

In the body of your routine message making claims or requesting actions,you should ________.

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________.

Which of the following is a pointer for writing positive messages?

Which of the following is a strategy for routine replies and positive messages?

Goodwill messages should not be ________.

Outline an effective strategy for writing routine replies and positive messages.

Which of the following is true about sending goodwill messages?

A good pointer for personalized reply to a request is ________.

You should close a request for action with ________.

When making claims or requesting adjustments,you should open with a(n)________.

When granting claims and requests for adjustment when your company is at fault,you should ________.

Offer a few suggestions for writing condolence messages.

Zack's dishwasher has broken down several times since he bought it six months ago.Zack writes a letter to the company's customer care center,explaining his problem and requesting that he receive a replacement for the defective product.This is an example of a routine message ________.

When making claims or requesting adjustments,you should ________.

Understanding Business Communication in Today's Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Understanding and Planning Reports and Proposals

Writing and Completing Reports and Proposals

Developing Oral and Online Presentations

Building Careers and Writing Resumés

Applying and Interviewing for Employment

Filters