Question 1

How should you respond to a customer's claim when your company is at fault?

Accepted Answer

Before you respond when your firm is at

Question 2

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

Accepted Answer

A)  Do not go into details of how you plan to resolve the situation. 
B)  Specifically assign blame to someone in your organization by name. 
C)  Start from the assumption that the information the customer provided is correct. 
D)  Imply that the customer is at fault. 
A)  Do not go into details of how you plan to resolve the situation. 
B)  Specifically assign blame to someone in your organization by name. 
C)  Start from the assumption that the information the customer provided is correct. 
D)  Imply that the customer is at fault.

Question 3

Which of the following is true about social media releases?

Accepted Answer

A)  They emphasize the use of narrative paragraphs over bullet-point content. 
B)  They present fully developed stories and do not require editors to assemble their own stories. 
C)  They offer the ability to include videos and other multimedia elements. 
D)  They are challenging to publicize. 
A)  They emphasize the use of narrative paragraphs over bullet-point content. 
B)  They present fully developed stories and do not require editors to assemble their own stories. 
C)  They offer the ability to include videos and other multimedia elements. 
D)  They are challenging to publicize.

Question 4

Regardless of who is at fault,you must make it a point to apologize when granting a customer's claim.

Accepted Answer

A) True 
 B)False

Question 5

When developing routine requests and positive messages,you should soften your request with words such as ________.

Accepted Answer

The answer of When developing routine requests and positive messages,you...

Question 6

Briefly explain why appreciation messages are important and what they should include.

Accepted Answer

It is important to recognize the contrib

Question 7

Please use the information below to answer the following question(s):
Roza bought a bookcase from a furniture store two days ago. As she was trying to assemble the bookcase, two of the pieces broke off at the corners when being screwed together. Roza developed the following email to make a claim and request an adjustment from the company.
From: roza.white@mail.com
To: feedback@kian.com
Sub: Request for product replacement
Dear Customer Service Representative,
I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked when some of the pieces just broke off into my hands during assembly.
Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Orillia, ON) on 6 June, 2012, broke off at the corners when I was trying to screw them together to assemble the furniture. I was using the tools that were enclosed with the product and was following the assembly directions closely. I have attached a scanned copy of the bill for the purchase.
I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my cell phone at (516) 123-4567. I look forward to hearing from you by the weekend.
Sincerely,
Roza White
-As an expert in business communication,you realize that the following line in the closing of Roza's message is not likely to be effective: "I want my money to be returned at the earliest.I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily." Which of the following statements would best replace these lines?

Accepted Answer

A)  Please resolve this issue at the earliest. Also, please keep in mind that I will no longer shop at Kian if this issue is not resolved satisfactorily. 
B)  I would appreciate a complete refund of my money for this product or a voucher for the same amount. I have bought several pieces from Kian in the past and enjoy your modern and functional designs and excellent customer service. 
C)  I did enjoy shopping at Kian and your modern and functional designs. However, whether or not I continue shopping from your stores depends on how you respond to my request. 
D)  I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is now useless to me, don't you think that my request is only fair? 
A)  Please resolve this issue at the earliest. Also, please keep in mind that I will no longer shop at Kian if this issue is not resolved satisfactorily. 
B)  I would appreciate a complete refund of my money for this product or a voucher for the same amount. I have bought several pieces from Kian in the past and enjoy your modern and functional designs and excellent customer service. 
C)  I did enjoy shopping at Kian and your modern and functional designs. However, whether or not I continue shopping from your stores depends on how you respond to my request. 
D)  I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is now useless to me, don't you think that my request is only fair?

Question 8

Which of the following is true about sending goodwill messages?

Accepted Answer

A)  If you are already friendly with the reader, a personal tone is appropriate when sending congratulations. 
B)  A hand-written 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)  In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others. 
A)  If you are already friendly with the reader, a personal tone is appropriate when sending congratulations. 
B)  A hand-written 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)  In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others.

Question 9

For a simple request,you need to provide all the following EXCEPT ________.

Accepted Answer

A)  information you want to know or what you want readers to do 
B)  reasons why you're making the request 
C)  reasons why it may be in your readers' interest to help you (if applicable) 
D)  originals of the documentation 
A)  information you want to know or what you want readers to do 
B)  reasons why you're making the request 
C)  reasons why it may be in your readers' interest to help you (if applicable) 
D)  originals of the documentation

Question 10

When making a routine request,there is no need to explain or justify your request as readers are not likely to raise any objections.

Accepted Answer

A) True 
 B)False

Question 11

Most routine communications are ________.

Accepted Answer

A)  impersonal 
B)  neutral 
C)  positive 
D)  negative 
A)  impersonal 
B)  neutral 
C)  positive 
D)  negative

Question 12

When writing a procedure,you should ________.

Accepted Answer

A)  bold warnings 
B)  use point form for the overview and steps 
C)  include an explanation for each step 
D)  include an illustration for each step 
A)  bold warnings 
B)  use point form for the overview and steps 
C)  include an explanation for each step 
D)  include an illustration for each step

Question 13

Routine replies and positive messages should close with ________.

Accepted Answer

A)  a sincere apology for the trouble caused 
B)  information highlighting a benefit to the audience 
C)  a detailed explanation of the request 
D)  a mention of the consequences of non-compliance 
A)  a sincere apology for the trouble caused 
B)  information highlighting a benefit to the audience 
C)  a detailed explanation of the request 
D)  a mention of the consequences of non-compliance

Question 14

Explain what you should include in the body of a request message.

Accepted Answer

You should ask the important questions f

Question 15

Please use the information below to answer the following question(s):
Roza bought a bookcase from a furniture store two days ago. As she was trying to assemble the bookcase, two of the pieces broke off at the corners when being screwed together. Roza developed the following email to make a claim and request an adjustment from the company.
From: roza.white@mail.com
To: feedback@kian.com
Sub: Request for product replacement
Dear Customer Service Representative,
I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked when some of the pieces just broke off into my hands during assembly.
Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Orillia, ON) on 6 June, 2012, broke off at the corners when I was trying to screw them together to assemble the furniture. I was using the tools that were enclosed with the product and was following the assembly directions closely. I have attached a scanned copy of the bill for the purchase.
I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my cell phone at (516) 123-4567. I look forward to hearing from you by the weekend.
Sincerely,
Roza White
-Which of the following statements would best replace the opening of the above message?

Accepted Answer

A)  I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. 
B)  I was always a huge fan of the furniture at Kian and have bought several products from your stores. However, I am very disappointed with my new purchase. 
C)  Some pieces of a bookcase that I recently bought from your store broke during assembly. Please arrange to give me a complete refund of the price of the bookcase or a voucher for the same amount. 
D)  I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is useless to me, don't you think that my request is only fair? 
A)  I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. 
B)  I was always a huge fan of the furniture at Kian and have bought several products from your stores. However, I am very disappointed with my new purchase. 
C)  Some pieces of a bookcase that I recently bought from your store broke during assembly. Please arrange to give me a complete refund of the price of the bookcase or a voucher for the same amount. 
D)  I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is useless to me, don't you think that my request is only fair?

Question 16

You have not received a shipment of books that you had ordered from Serengeti,an online bookstore.The shipment tracker on the website shows that the books have been returned to the company as the address provided was not found.However,the address you provided was correct and you have in the past received several shipments from Serengeti at the same address.Your account has already been debited for the value of the shipment.Draft a message to Serengeti,making a claim and requesting an adjustment.

Accepted Answer

Answers should reflect the following gui

Question 17

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

Accepted Answer

A)  Explain precisely how you have resolved, or plan to resolve, the situation. 
B)  Specifically assign blame to someone in your organization by name. 
C)  Start from the assumption that the information the customer provided is incorrect. 
D)  Imply that the customer is at fault. 
A)  Explain precisely how you have resolved, or plan to resolve, the situation. 
B)  Specifically assign blame to someone in your organization by name. 
C)  Start from the assumption that the information the customer provided is incorrect. 
D)  Imply that the customer is at fault.

Question 18

In order to write a successful news release,you should ________.

Accepted Answer

A)  use positive, self-congratulatory adjectives and adverbs 
B)  focus on one subject 
C)  write in long descriptive sentences and paragraphs 
D)  put your most important idea last 
A)  use positive, self-congratulatory adjectives and adverbs 
B)  focus on one subject 
C)  write in long descriptive sentences and paragraphs 
D)  put your most important idea last

Question 19

Which of the following is true about points to keep in mind when developing routine requests for recommendations?

Accepted Answer

A)  Be sure to adapt your request to your audience and the situation. 
B)  Avoid stating why the recommendation is required. 
C)  Always write and enclose the letter yourself and ask that the reference sign the letter. 
D)  Offer to pay for the favour. 
A)  Be sure to adapt your request to your audience and the situation. 
B)  Avoid stating why the recommendation is required. 
C)  Always write and enclose the letter yourself and ask that the reference sign the letter. 
D)  Offer to pay for the favour.

Question 20

Avoid using ready-made form responses to handle repetitive queries as this will come across as impersonal.

Accepted Answer

A) True 
 B)False

How should you respond to a customer's claim when your company is at fault?

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

Which of the following is true about social media releases?

Regardless of who is at fault,you must make it a point to apologize when granting a customer's claim.

When developing routine requests and positive messages,you should soften your request with words such as ________.

Briefly explain why appreciation messages are important and what they should include.

Which of the following is true about sending goodwill messages?

For a simple request,you need to provide all the following EXCEPT ________.

When making a routine request,there is no need to explain or justify your request as readers are not likely to raise any objections.

Most routine communications are ________.

When writing a procedure,you should ________.

Routine replies and positive messages should close with ________.

Explain what you should include in the body of a request message.

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

In order to write a successful news release,you should ________.

Which of the following is true about points to keep in mind when developing routine requests for recommendations?

Avoid using ready-made form responses to handle repetitive queries as this will come across as impersonal.

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

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Exam 7: Writing Routine and Positive Messages

How should you respond to a customer's claim when your company is at fault?

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

Which of the following is true about social media releases?

Regardless of who is at fault,you must make it a point to apologize when granting a customer's claim.

When developing routine requests and positive messages,you should soften your request with words such as ________.

Briefly explain why appreciation messages are important and what they should include.

Which of the following is true about sending goodwill messages?

For a simple request,you need to provide all the following EXCEPT ________.

When making a routine request,there is no need to explain or justify your request as readers are not likely to raise any objections.

Most routine communications are ________.

When writing a procedure,you should ________.

Routine replies and positive messages should close with ________.

Explain what you should include in the body of a request message.

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

In order to write a successful news release,you should ________.

Which of the following is true about points to keep in mind when developing routine requests for recommendations?

Avoid using ready-made form responses to handle repetitive queries as this will come across as impersonal.

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