Question 1

Goodwill messages were once common in business, but are now mostly regarded as a waste of time.

Accepted Answer

A) True 
 B)False  False

Question 2

When making a routine request, you should begin with

Accepted Answer

A) an indication of the importance of your request. 
B) a statement of who you are. 
C) a clear statement of the main idea or request. 
D) a question. 
A) an indication of the importance of your request. 
B) a statement of who you are. 
C) a clear statement of the main idea or request. 
D) a question. C

Question 3

The closing section of a positive message

Accepted Answer

A) highlights a benefit to the audience or expresses goodwill. 
B) states the main idea. 
C) is the longest part. 
D) provides resale information. 
A) highlights a benefit to the audience or expresses goodwill. 
B) states the main idea. 
C) is the longest part. 
D) provides resale information. A

Question 4

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 5

In requesting a sales report from a co-worker, you should

Accepted Answer

A) use the indirect approach. 
B) get straight to the point. 
C) maintain a formal style and tone. 
D) do all of the above. 
A) use the indirect approach. 
B) get straight to the point. 
C) maintain a formal style and tone. 
D) do all of the above.

Question 6

Even when you grant a dissatisfied customer's request for adjustment, he or she will most likely not return to your business.

Accepted Answer

A) True 
 B)False

Question 7

It's best to back up all claims and requests for adjustments with invoices, sales receipts, and so on and to send copies to the company and keep the originals.

Accepted Answer

A) True 
 B)False

Question 8

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. 
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.

Question 9

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. 
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.

Question 10

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 11

In a positive message, present the main idea

Accepted Answer

A) in the first sentence of the middle paragraph. 
B) at the end of the middle paragraph. 
C) right at the beginning of the letter. 
D) in the last sentence of the letter. 
A) in the first sentence of the middle paragraph. 
B) at the end of the middle paragraph. 
C) right at the beginning of the letter. 
D) in the last sentence of the letter.

Question 12

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 13

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 14

Businesses often receive requests for claims and adjustments when a ________ ________ is at fault, and neither the company nor the customer is to blame.

Accepted Answer

third party
Explanation:Third party situ

Question 15

What potential legal problem can result from writing a critical recommendation letter?

Accepted Answer

Negative letters of recommendation have

Question 16

Explain what you should do when replying to a claim when the customer is at fault.

Accepted Answer

First you must decide whether the cost o

Question 17

Which of the following would be the best opening for a routine request?

Accepted Answer

A) Please send me a summary of last month's east region sales data. 
B) As soon as you get this, send me last month's sales data. 
C) I know you may not want to, but send me last month's sales data. 
D) I am very sorry to ask you to do this. 
A) Please send me a summary of last month's east region sales data. 
B) As soon as you get this, send me last month's sales data. 
C) I know you may not want to, but send me last month's sales data. 
D) I am very sorry to ask you to do this.

Question 18

Most simple requests can be handled by explaining

Accepted Answer

A) what you want to know or want the reader to do. 
B) why you're making the request. 
C) why it may be in your reader's interest to comply. 
D) all of the above. 
A) what you want to know or want the reader to do. 
B) why you're making the request. 
C) why it may be in your reader's interest to comply. 
D) all of the above.

Question 19

Unlike a traditional press release, a(n)________ ________ release emphasizes bullet-point content over narrative paragraphs so that bloggers and others can assemble their own stories.

Accepted Answer

social media
Explanation:Bloggers who re

Question 20

When closing a direct request, you should be sure to include

Accepted Answer

A) an apology for taking up the reader's time. 
B) a mention of your own qualifications or status. 
C) the time limits involved in your request. 
D) an indication of the consequences of a failure to reply. 
A) an apology for taking up the reader's time. 
B) a mention of your own qualifications or status. 
C) the time limits involved in your request. 
D) an indication of the consequences of a failure to reply.

Exam 10: Writing Routine and Positive Messages

Goodwill messages were once common in business, but are now mostly regarded as a waste of time.

When making a routine request, you should begin with

The closing section of a positive message

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

In requesting a sales report from a co-worker, you should

Even when you grant a dissatisfied customer's request for adjustment, he or she will most likely not return to your business.

It's best to back up all claims and requests for adjustments with invoices, sales receipts, and so on and to send copies to the company and keep the originals.

When offering compliments in a goodwill message, you should

When making claims or requesting adjustments, you should begin by

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

In a positive message, present the main idea

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

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

Businesses often receive requests for claims and adjustments when a ________ ________ is at fault, and neither the company nor the customer is to blame.

What potential legal problem can result from writing a critical recommendation letter?

Explain what you should do when replying to a claim when the customer is at fault.

Which of the following would be the best opening for a routine request?

Most simple requests can be handled by explaining

Unlike a traditional press release, a(n)________ ________ release emphasizes bullet-point content over narrative paragraphs so that bloggers and others can assemble their own stories.

When closing a direct request, you should be sure to include

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Electronic 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 Oral and Online Presentations

Enhancing Presentations with Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Handbook of Grammar, Mechanics, and Usage

Format and Layout of Business Documents

Documentation of Report Sources

Filters

Businesses often receive requests for claims and adjustments when a is at fault, and neither the company nor the customer is to blame.

Unlike a traditional press release, a(n) release emphasizes bullet-point content over narrative paragraphs so that bloggers and others can assemble their own stories.