Question 1

Place any details explaining your request for information in the body of your request message.

Accepted Answer

A) True 
 B)False  True

Question 2

Business ____________________ are necessary when a permanent record is required; confidentiality is paramount; formality and sensitivity are essential; or a persuasive, well-considered presentation is important.

Accepted Answer

letters

Question 3

If you are responding favorably to your customer's claim, the best opening is an apology.

Accepted Answer

A) True 
 B)False  False

Question 4

Which of the following sentences represents an appropriate end date in a claim message?

Accepted Answer

A)  Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12. 
B)  We wish to end our contract with your company if you cannot improve your service. 
C)  Service calls were made to our Washington Street office on May 20, May 22, and May 27 without resolving the problem. 
D)  Please replace the five Panasonic projectors we received on December 22 because the model numbers do not match the models ordered. 
A)  Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12. 
B)  We wish to end our contract with your company if you cannot improve your service. 
C)  Service calls were made to our Washington Street office on May 20, May 22, and May 27 without resolving the problem. 
D)  Please replace the five Panasonic projectors we received on December 22 because the model numbers do not match the models ordered.

Question 5

Business letters are more confidential than electronic media such as e-mail.

Accepted Answer

A) True 
 B)False

Question 6

In the ____________________ of a claim message, you should explain the problem and justify your request.

Accepted Answer

The answer of In the ____________________ of a claim message,...

Question 7

Letters are the preferred channel of communication for delivering messages inside an organization.

Accepted Answer

A) True 
 B)False

Question 8

I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message.

Accepted Answer

A) True 
 B)False

Question 9

What is the best advice for writing goodwill messages?

Accepted Answer

A)  Focus the message solely on the sender. 
B)  Make a good impression by giving a ready-made card instead of writing your own message. 
C)  Send a goodwill message promptly. 
D)  Send a goodwill message to show appreciation for only a gift or monetary award. 
A)  Focus the message solely on the sender. 
B)  Make a good impression by giving a ready-made card instead of writing your own message. 
C)  Send a goodwill message promptly. 
D)  Send a goodwill message to show appreciation for only a gift or monetary award.

Question 10

Most workplace messages are

Accepted Answer

A)  sent via text message. 
B)  placed on Post-It notes in the employees' lounge. 
C)  positive or neutral. 
D)  long and ambiguous. 
A)  sent via text message. 
B)  placed on Post-It notes in the employees' lounge. 
C)  positive or neutral. 
D)  long and ambiguous.

Question 11

Social media experts advise that consumers exhaust all other options for complaints with a company before venting online.

Accepted Answer

A) True 
 B)False

Question 12

When writing a request message, use the indirect strategy by placing your request in the body of the message because stating the request in the opening is bad manners.

Accepted Answer

A) True 
 B)False

Question 13

The body of a routine request message presents

Accepted Answer

A)  details explaining the request. 
B)  action responses from the receiver. 
C)  deadlines and approvals from governmental agencies. 
D)  cost-to-benefit ratio analyses. 
A)  details explaining the request. 
B)  action responses from the receiver. 
C)  deadlines and approvals from governmental agencies. 
D)  cost-to-benefit ratio analyses.

Question 14

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 15

You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?

Accepted Answer

A)  Do not suggest your business typically pleases its customers; do apologize for failure. 
B)  Don't use negative words (regret, error, failure); do use positive words (hope, achieve, strive). 
C)  Do not be vague about improvements; do guarantee the situation will not recur. 
D)  Do not blame customers; do blame individuals or departments inside your organization. 
A)  Do not suggest your business typically pleases its customers; do apologize for failure. 
B)  Don't use negative words (regret, error, failure); do use positive words (hope, achieve, strive). 
C)  Do not be vague about improvements; do guarantee the situation will not recur. 
D)  Do not blame customers; do blame individuals or departments inside your organization.

Question 16

Which of the following is not one of the most frequently used communication channels in businesses today?

Accepted Answer

A)  Letters 
B)  Memos 
C)  E-mails 
D)  Tweets 
A)  Letters 
B)  Memos 
C)  E-mails 
D)  Tweets

Question 17

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 18

Messages that offer thanks, recognition, or sympathy are called ____________________ messages.

Accepted Answer

The answer of Messages that offer thanks, recognition, or sympathy...

Question 19

In writing messages that deliver instructions, what advice should you follow?

Accepted Answer

A)  Use an autocratic tone to establish the importance of the instructions. 
B)  Assume that employees want to contribute to the success of the organization. 
C)  Focus on the steps in the procedure and let the tone take care of itself. 
D)  Criticize the person(s) responsible for trouble with previous procedures and then praise the person(s) responsible for the new procedure. 
A)  Use an autocratic tone to establish the importance of the instructions. 
B)  Assume that employees want to contribute to the success of the organization. 
C)  Focus on the steps in the procedure and let the tone take care of itself. 
D)  Criticize the person(s) responsible for trouble with previous procedures and then praise the person(s) responsible for the new procedure.

Question 20

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

Accepted Answer

A) True 
 B)False

Place any details explaining your request for information in the body of your request message.

Business ____________________ are necessary when a permanent record is required; confidentiality is paramount; formality and sensitivity are essential; or a persuasive, well-considered presentation is important.

If you are responding favorably to your customer's claim, the best opening is an apology.

Which of the following sentences represents an appropriate end date in a claim message?

Business letters are more confidential than electronic media such as e-mail.

In the ____________________ of a claim message, you should explain the problem and justify your request.

Letters are the preferred channel of communication for delivering messages inside an organization.

I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message.

What is the best advice for writing goodwill messages?

Most workplace messages are

Social media experts advise that consumers exhaust all other options for complaints with a company before venting online.

When writing a request message, use the indirect strategy by placing your request in the body of the message because stating the request in the opening is bad manners.

The body of a routine request message presents

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

You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?

Which of the following is not one of the most frequently used communication channels in businesses today?

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

Messages that offer thanks, recognition, or sympathy are called ____________________ messages.

In writing messages that deliver instructions, what advice should you follow?

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

Communicating in the Digital Age 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 and Resumes in the Digital Age

Interviewing and Following up

Correction Symbols and Proofreading Marks

Document Format Guide

Documentation Formats

Filters

Exam 6: Positive Messages

Place any details explaining your request for information in the body of your request message.

Business ____________________ are necessary when a permanent record is required; confidentiality is paramount; formality and sensitivity are essential; or a persuasive, well-considered presentation is important.

If you are responding favorably to your customer's claim, the best opening is an apology.

Which of the following sentences represents an appropriate end date in a claim message?

Business letters are more confidential than electronic media such as e-mail.

In the ____________________ of a claim message, you should explain the problem and justify your request.

Letters are the preferred channel of communication for delivering messages inside an organization.

I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message.

What is the best advice for writing goodwill messages?

Most workplace messages are

Social media experts advise that consumers exhaust all other options for complaints with a company before venting online.

When writing a request message, use the indirect strategy by placing your request in the body of the message because stating the request in the opening is bad manners.

The body of a routine request message presents

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

You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?

Which of the following is not one of the most frequently used communication channels in businesses today?

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

Messages that offer thanks, recognition, or sympathy are called ____________________ messages.

In writing messages that deliver instructions, what advice should you follow?

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

Communicating in the Digital Age 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 and Resumes in the Digital Age

Interviewing and Following up

Correction Symbols and Proofreading Marks

Document Format Guide

Documentation Formats

Filters