Question 1

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

Accepted Answer

A) We offer an outstanding variety of thank-you gifts for our most valuable customers. 
B) You will find that our top-selling host gift baskets not only welcome your guests but also save you money and time compared to individually purchasing and assembling your host baskets on site. 
C) Can I interest you in anything else? 
D) If I can be of further assistance with any of our other fine products, do not hesitate to contact me. 
A) We offer an outstanding variety of thank-you gifts for our most valuable customers. 
B) You will find that our top-selling host gift baskets not only welcome your guests but also save you money and time compared to individually purchasing and assembling your host baskets on site. 
C) Can I interest you in anything else? 
D) If I can be of further assistance with any of our other fine products, do not hesitate to contact me. B

Question 2

When formatting business letters, you should use ragged-right margins.

Accepted Answer

A) True 
 B)False  True

Question 3

Trina must respond to a customer inquiry. Her response should not only answer the customer's questions but also promote her business and its products and services.

Accepted Answer

A) True 
 B)False  True

Question 4

Most companies receiving a claim message tend to

Accepted Answer

A) ignore the first phone call, e-mail, or letter. 
B) respond only to letters containing complaints that could result in lawsuits or financial harm. 
C) respond promptly because they want to maintain customer goodwill and loyalty. 
D) wait two to six weeks to establish a "cooling-off period" prior to responding. 
A) ignore the first phone call, e-mail, or letter. 
B) respond only to letters containing complaints that could result in lawsuits or financial harm. 
C) respond promptly because they want to maintain customer goodwill and loyalty. 
D) wait two to six weeks to establish a "cooling-off period" prior to responding.

Question 5

Which statement about the format of a business letter is most accurate?

Accepted Answer

A) Legal agreements are invalid if they do not demonstrate the correct letter format. 
B) All business letters will use the block formatting style. 
C) The appearance of a business letter can send nonverbal messages about a sender to a receiver. 
D) All answer choices are accurate. 
A) Legal agreements are invalid if they do not demonstrate the correct letter format. 
B) All business letters will use the block formatting style. 
C) The appearance of a business letter can send nonverbal messages about a sender to a receiver. 
D) All answer choices are accurate.

Question 6

Five S's can guide you in writing goodwill messages:  selfless, specific, sincere, spontaneous, and _____________________.

Accepted Answer

The answer of Five S's can guide you in writing...

Question 7

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

Accepted Answer

A) True 
 B)False

Question 8

In block letter style, headings are flush left, but paragraphs and some other elements are indented.

Accepted Answer

A) True 
 B)False

Question 9

I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message.

Accepted Answer

A) True 
 B)False

Question 10

Which part(s)of your messages are readers likely to find most interesting and read first?

Accepted Answer

A) Footnote 
B) Opening and closing 
C) Middle paragraphs of justification and explanation 
D) Salutation 
A) Footnote 
B) Opening and closing 
C) Middle paragraphs of justification and explanation 
D) Salutation

Question 11

The first sentence of a direct request is usually a question or a polite ____________________ such as Please answer the following questions about your accommodations for a seminar.

Accepted Answer

The answer of The first sentence of a direct request...

Question 12

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

Accepted Answer

A) summarizes the reader's claim and request. 
B) presents the good news immediately. 
C) explains and clarifies the company's position. 
D) builds goodwill. 
A) summarizes the reader's claim and request. 
B) presents the good news immediately. 
C) explains and clarifies the company's position. 
D) builds goodwill.

Question 13

End dates and specific actions in a routine request message should be placed in the

Accepted Answer

A) introduction. 
B) body. 
C) closing. 
D) enclosure notation. 
A) introduction. 
B) body. 
C) closing. 
D) enclosure notation.

Question 14

When a company receives a claim and decides to respond favorably, the message is called a(n)____________________.

Accepted Answer

The answer of When a company receives a claim and...

Question 15

Which of the following is the best opening for a note expressing thanks for a gift?

Accepted Answer

A) Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it will make a perfect travel companion. 
B) Thanks for the gift! 
C) I cannot believe I have been with the company for twenty years. 
D) A lot has changed over the past twenty years. 
A) Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it will make a perfect travel companion. 
B) Thanks for the gift! 
C) I cannot believe I have been with the company for twenty years. 
D) A lot has changed over the past twenty years.

Question 16

When a company receives a claim and decides to respond favorably, the response message is called an acceptance .

Accepted Answer

A) True 
 B)False

Question 17

When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.

Accepted Answer

A) True 
 B)False

Question 18

When writing goodwill messages, you should always use the "you" perspective.

Accepted Answer

A) True 
 B)False

Question 19

A common challenge writers face with adjustment letters is deciding whether or not to issue an _________________ as part of the message.

Accepted Answer

The answer of A common challenge writers face with adjustment...

Question 20

Smart businesses regard complaints from customers as

Accepted Answer

A) free consulting reports from the field. 
B) normal and therefore ignore them. 
C) a reason to avoid social media. 
D) appropriate to handle via phone only. 
A) free consulting reports from the field. 
B) normal and therefore ignore them. 
C) a reason to avoid social media. 
D) appropriate to handle via phone only.

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

When formatting business letters, you should use ragged-right margins.

Trina must respond to a customer inquiry. Her response should not only answer the customer's questions but also promote her business and its products and services.

Most companies receiving a claim message tend to

Which statement about the format of a business letter is most accurate?

Five S's can guide you in writing goodwill messages: selfless, specific, sincere, spontaneous, and _____________________.

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

In block letter style, headings are flush left, but paragraphs and some other elements are indented.

I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message.

Which part(s)of your messages are readers likely to find most interesting and read first?

The first sentence of a direct request is usually a question or a polite ____________________ such as Please answer the following questions about your accommodations for a seminar.

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

End dates and specific actions in a routine request message should be placed in the

When a company receives a claim and decides to respond favorably, the message is called a(n)____________________.

Which of the following is the best opening for a note expressing thanks for a gift?

When a company receives a claim and decides to respond favorably, the response message is called an acceptance .

When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.

When writing goodwill messages, you should always use the "you" perspective.

A common challenge writers face with adjustment letters is deciding whether or not to issue an _________________ as part of the message.

Smart businesses regard complaints from customers as

Succeeding in the Mobile and Social Workplace

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Negative Messages

Persuasive Messages

Informal Reports

Proposals and Formal Reports

Professionalism at Work Business Etiquette Ethics Teamwork and Meetings

Business Presentations

The Job Search Resumes in the Digital Age

Interviewing and Following up

Essentials of Electrocardiography

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Exam 6: Positive Messages

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

When formatting business letters, you should use ragged-right margins.

Trina must respond to a customer inquiry. Her response should not only answer the customer's questions but also promote her business and its products and services.

Most companies receiving a claim message tend to

Which statement about the format of a business letter is most accurate?

Five S's can guide you in writing goodwill messages: selfless, specific, sincere, spontaneous, and _____________________.

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

In block letter style, headings are flush left, but paragraphs and some other elements are indented.

I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message.

Which part(s)of your messages are readers likely to find most interesting and read first?

The first sentence of a direct request is usually a question or a polite ____________________ such as Please answer the following questions about your accommodations for a seminar.

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

End dates and specific actions in a routine request message should be placed in the

When a company receives a claim and decides to respond favorably, the message is called a(n)____________________.

Which of the following is the best opening for a note expressing thanks for a gift?

When a company receives a claim and decides to respond favorably, the response message is called an acceptance .

When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.

When writing goodwill messages, you should always use the "you" perspective.

A common challenge writers face with adjustment letters is deciding whether or not to issue an _________________ as part of the message.

Smart businesses regard complaints from customers as

Succeeding in the Mobile and Social Workplace

Planning Business Messages

Organizing and Drafting Business Messages

Revising Business Messages

Short Workplace Messages and Digital Media

Negative Messages

Persuasive Messages

Informal Reports

Proposals and Formal Reports

Professionalism at Work Business Etiquette Ethics Teamwork and Meetings

Business Presentations

The Job Search Resumes in the Digital Age

Interviewing and Following up

Essentials of Electrocardiography

Filters