Question 1

Straightforward, direct claims are those to which you expect the receiver to agree readily.

Accepted Answer

A) True 
 B)False  True

Question 2

When you write messages that request information or action and think your request will be received positively, use the ____________________ organizational strategy.

Accepted Answer

direct

Question 3

In today's digital age, business letters have become obsolete.

Accepted Answer

A) True 
 B)False  False

Question 4

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following are the most emphatic positions in a message?

Accepted Answer

A) opening and body 
B) body and closing 
C) body and attachments 
D) opening and closing 
A) opening and body 
B) body and closing 
C) body and attachments 
D) opening and closing

Question 6

___________, positive messages are those that communicate straightforward requests, replies, and goodwill.

Accepted Answer

The answer of ___________, positive messages are those that communicate...

Question 7

Which of the following is the best closing for an adjustment message?

Accepted Answer

A) We apologize for any inconvenience this has caused. 
B) We are deeply sorry for this unfortunate event. 
C) We hope this refund proves our commitment to excellent service. 
D) If you have any questions or concerns, please do not hesitate to call. 
A) We apologize for any inconvenience this has caused. 
B) We are deeply sorry for this unfortunate event. 
C) We hope this refund proves our commitment to excellent service. 
D) If you have any questions or concerns, please do not hesitate to call.

Question 8

A colleague has decided to write a negative online review of an auto body shop she recently visited and has asked for your advice. What is the best advice you can give her?

Accepted Answer

A) Make the review as long as possible so that you can include many details about the shop. 
B) To be safe and to protect your privacy, leave the comment anonymously. 
C) Include positives as well as negatives in the review. 
D) Even if the shop contacts you to correct the problem, leave the original message posted as is. 
A) Make the review as long as possible so that you can include many details about the shop. 
B) To be safe and to protect your privacy, leave the comment anonymously. 
C) Include positives as well as negatives in the review. 
D) Even if the shop contacts you to correct the problem, leave the original message posted as is.

Question 9

Which of the following statements does NOT accurately describe a characteristic of routine response messages?

Accepted Answer

A) A reply message written on company stationery or sent using a company e-mail address is a legally binding contract. 
B) In addition to supplying answers, a response message should promote your organization and its products. 
C) Routine response messages generally use the indirect organizational pattern. 
D) Use the subject line of a routine response message to refer to an earlier correspondence so that you can omit this reference in the opening of your letter. 
A) A reply message written on company stationery or sent using a company e-mail address is a legally binding contract. 
B) In addition to supplying answers, a response message should promote your organization and its products. 
C) Routine response messages generally use the indirect organizational pattern. 
D) Use the subject line of a routine response message to refer to an earlier correspondence so that you can omit this reference in the opening of your letter.

Question 10

Which of the following is the best closing sentence for a message requesting information?

Accepted Answer

A) Thank you in advance for your ongoing cooperation. 
B) Your answers by April 30 will help us decide which product to purchase. 
C) Thank you and respectfully yours. 
D) If you have any questions or concerns, please do not hesitate to call me. 
A) Thank you in advance for your ongoing cooperation. 
B) Your answers by April 30 will help us decide which product to purchase. 
C) Thank you and respectfully yours. 
D) If you have any questions or concerns, please do not hesitate to call me.

Question 11

Which of the following is the best example of placing the most important information first in a routine information request message?

Accepted Answer

A) I am writing this e-mail message to ask for information about some of your products. 
B) Our manager recently gave his staff approval to purchase new office printers. 
C) Hi, my name is Charlie Shi, and I have been asked to write to you directly. 
D) Please answer the following questions about your office printers. 
A) I am writing this e-mail message to ask for information about some of your products. 
B) Our manager recently gave his staff approval to purchase new office printers. 
C) Hi, my name is Charlie Shi, and I have been asked to write to you directly. 
D) Please answer the following questions about your office printers.

Question 12

In which of the following cases is a business letter is a better channel choice than e-mail?

Accepted Answer

A) when the matter requires confidentiality 
B) when you want to be informal 
C) when time is of the essence 
D) when writing to your employees 
A) when the matter requires confidentiality 
B) when you want to be informal 
C) when time is of the essence 
D) when writing to your employees

Question 13

Which of the following is NOT a goal in writing adjustment messages?

Accepted Answer

A) to rectify a wrong, if one exists 
B) to regain the confidence of the customer 
C) to avoid future correspondence with the customer 
D) to promote future business 
A) to rectify a wrong, if one exists 
B) to regain the confidence of the customer 
C) to avoid future correspondence with the customer 
D) to promote future business

Question 14

Which of the following types of message will the majority of your writing on the job involve?

Accepted Answer

A) negative messages 
B) routine messages 
C) persuasive messages 
D) entertaining messages 
A) negative messages 
B) routine messages 
C) persuasive messages 
D) entertaining messages

Question 15

Which statement does NOT describe the use of business letters as a communication channel in today's digital age?

Accepted Answer

A) In certain situations, letters are still the preferred channel of communication for delivering messages inside an organization. 
B) Businesses continue to give letters to customers a high priority because these messages encourage product feedback, project a favourable image of the organization, and promote future business. 
C) Business letters are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients. 
D) Business letters presented on company stationery carry a sense of formality and importance not possible with e-mail. 
A) In certain situations, letters are still the preferred channel of communication for delivering messages inside an organization. 
B) Businesses continue to give letters to customers a high priority because these messages encourage product feedback, project a favourable image of the organization, and promote future business. 
C) Business letters are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients. 
D) Business letters presented on company stationery carry a sense of formality and importance not possible with e-mail.

Question 16

Knowledgeable business communicators use a(n) ____________________ line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

Accepted Answer

The answer of Knowledgeable business communicators use a(n) ____________________ line...

Question 17

An adjustment message granting a claim should be arranged using the direct pattern.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is the best opening for a straightforward claim letter?

Accepted Answer

A) I have been a loyal customer of the SuperStore for many years. 
B) Please credit my Visa account for $36, the amount I was overcharged on November 8. 
C) I was extremely disappointed to be overcharged on my dinner bill. 
D) I am writing this letter to lodge a complaint. 
A) I have been a loyal customer of the SuperStore for many years. 
B) Please credit my Visa account for $36, the amount I was overcharged on November 8. 
C) I was extremely disappointed to be overcharged on my dinner bill. 
D) I am writing this letter to lodge a complaint.

Question 19

Instructions will be most readable if the steps are presented in a numbered vertical list.

Accepted Answer

A) True 
 B)False

Question 20

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

Accepted Answer

A) Ignore the comments completely. 
B) Determine whether the comments violate social media comment policy. 
C) Delete the comments immediately and keep only the positive reviews. 
D) Contact your lawyer right away and file a lawsuit against the client. 
A) Ignore the comments completely. 
B) Determine whether the comments violate social media comment policy. 
C) Delete the comments immediately and keep only the positive reviews. 
D) Contact your lawyer right away and file a lawsuit against the client.

Straightforward, direct claims are those to which you expect the receiver to agree readily.

When you write messages that request information or action and think your request will be received positively, use the ____________________ organizational strategy.

In today's digital age, business letters have become obsolete.

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

Which of the following are the most emphatic positions in a message?

___________, positive messages are those that communicate straightforward requests, replies, and goodwill.

Which of the following is the best closing for an adjustment message?

A colleague has decided to write a negative online review of an auto body shop she recently visited and has asked for your advice. What is the best advice you can give her?

Which of the following statements does NOT accurately describe a characteristic of routine response messages?

Which of the following is the best closing sentence for a message requesting information?

Which of the following is the best example of placing the most important information first in a routine information request message?

In which of the following cases is a business letter is a better channel choice than e-mail?

Which of the following is NOT a goal in writing adjustment messages?

Which of the following types of message will the majority of your writing on the job involve?

Which statement does NOT describe the use of business letters as a communication channel in today's digital age?

Knowledgeable business communicators use a(n) ____________________ line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

An adjustment message granting a claim should be arranged using the direct pattern.

Which of the following is the best opening for a straightforward claim letter?

Instructions will be most readable if the steps are presented in a numbered vertical list.

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Reporting in the Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés

Interviewing and Following up

Grammar Exercises

Filters

Exam 8: Positive Messages

Straightforward, direct claims are those to which you expect the receiver to agree readily.

When you write messages that request information or action and think your request will be received positively, use the ____________________ organizational strategy.

In today's digital age, business letters have become obsolete.

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

Which of the following are the most emphatic positions in a message?

___________, positive messages are those that communicate straightforward requests, replies, and goodwill.

Which of the following is the best closing for an adjustment message?

A colleague has decided to write a negative online review of an auto body shop she recently visited and has asked for your advice. What is the best advice you can give her?

Which of the following statements does NOT accurately describe a characteristic of routine response messages?

Which of the following is the best closing sentence for a message requesting information?

Which of the following is the best example of placing the most important information first in a routine information request message?

In which of the following cases is a business letter is a better channel choice than e-mail?

Which of the following is NOT a goal in writing adjustment messages?

Which of the following types of message will the majority of your writing on the job involve?

Which statement does NOT describe the use of business letters as a communication channel in today's digital age?

Knowledgeable business communicators use a(n) ____________________ line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

An adjustment message granting a claim should be arranged using the direct pattern.

Which of the following is the best opening for a straightforward claim letter?

Instructions will be most readable if the steps are presented in a numbered vertical list.

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

Business Communication in the Digital Age

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Reporting in the Workplace

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search and Résumés

Interviewing and Following up

Grammar Exercises

Filters