Question 1

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

Accepted Answer

A)  discourage the customer from communicating with the company in the future 
B)  always apologize, even when the customer is at fault 
C)  not argue with the customer's version of events 
D)  clearly point out that the customer is at fault 
A)  discourage the customer from communicating with the company in the future 
B)  always apologize, even when the customer is at fault 
C)  not argue with the customer's version of events 
D)  clearly point out that the customer is at fault

Question 2

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

Question 3

Good-news announcements are often communicated in a ________, a specialized document used to share relevant information with the news media.

Accepted Answer

news relea

Question 4

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 5

Explain the three recommended ways of responding to a request for an adjustment when a third party is at fault.

Accepted Answer

1. Honour the claim-the best option. The

Question 6

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 7

What are the guidelines for requesting a reference?

Accepted Answer

Requests for recommendations and referen

Question 8

Most of your routine requests will involve asking someone to provide information or
take some specific action.

Accepted Answer

A) True 
 B)False

Question 9

Outline an effective strategy for writing routine business requests.

Accepted Answer

Like all other business messages, routin

Question 10

The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

Accepted Answer

A) True 
 B)False

Question 11

When granting claims and requests for adjustment when your company is at fault, you should take steps to ________ the relationship.

Accepted Answer

The answer of When granting claims and requests for adjustment...

Question 12

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 13

Describe the guidelines to follow for the opening of a routine request.

Accepted Answer

Place your request first; pay

Question 14

Offer a few suggestions for writing condolence messages.

Accepted Answer

A. Keep reminiscences brief. Recount a m

Question 15

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

Question 16

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 17

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 18

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

Accepted Answer

A)  Use the indirect approach. 
B)  Place your main idea in the opening of the message. 
C)  Open with an interesting fact or question. 
D)  Avoid embedding negative information in a positive context. 
A)  Use the indirect approach. 
B)  Place your main idea in the opening of the message. 
C)  Open with an interesting fact or question. 
D)  Avoid embedding negative information in a positive context.

Question 19

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

Accepted Answer

A)  Use phrases such as "Please feel free to…" to generate goodwill. 
B)  Avoid offering additional services. 
C)  Avoid trite, obvious statements. 
D)  Do not volunteer information about the request. 
A)  Use phrases such as "Please feel free to…" to generate goodwill. 
B)  Avoid offering additional services. 
C)  Avoid trite, obvious statements. 
D)  Do not volunteer information about the request.

Question 20

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

Accepted Answer

A)  Try to discourage future mistakes without insulting the customer. 
B)  Always apologize, even when the customer is at fault. 
C)  Start from the assumption that the information the customer provided is incorrect. 
D)  Clearly point out that the customer is at fault. 
A)  Try to discourage future mistakes without insulting the customer. 
B)  Always apologize, even when the customer is at fault. 
C)  Start from the assumption that the information the customer provided is incorrect. 
D)  Clearly point out that the customer is at fault.

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

When making claims or requesting adjustments, you should ________.

Good-news announcements are often communicated in a ________, a specialized document used to share relevant information with the news media.

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

Explain the three recommended ways of responding to a request for an adjustment when a third party is at fault.

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

What are the guidelines for requesting a reference?

Most of your routine requests will involve asking someone to provide information or take some specific action.

Outline an effective strategy for writing routine business requests.

The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

When granting claims and requests for adjustment when your company is at fault, you should take steps to ________ the relationship.

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 ________.

Describe the guidelines to follow for the opening of a routine request.

Offer a few suggestions for writing condolence messages.

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

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

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

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

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

Understanding Business Communication in Todays 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 Résumés

Applying and Interviewing for Employment

Filters

Exam 7: Writing Routine and Positive Messages

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

When making claims or requesting adjustments, you should ________.

Good-news announcements are often communicated in a ________, a specialized document used to share relevant information with the news media.

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

Explain the three recommended ways of responding to a request for an adjustment when a third party is at fault.

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

What are the guidelines for requesting a reference?

Most of your routine requests will involve asking someone to provide information or take some specific action.

Outline an effective strategy for writing routine business requests.

The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

When granting claims and requests for adjustment when your company is at fault, you should take steps to ________ the relationship.

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 ________.

Describe the guidelines to follow for the opening of a routine request.

Offer a few suggestions for writing condolence messages.

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

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

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

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

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

Understanding Business Communication in Todays 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 Résumés

Applying and Interviewing for Employment

Filters