Question 1

When making a direct request, you should state what you want in the first sentence or two and then follow with an explanation.

Accepted Answer

A) True 
 B)False

Question 2

When making direct requests, you should avoid such polite words and phrases as "please" and "I would appreciate."

Accepted Answer

A) True 
 B)False

Question 3

In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is

Accepted Answer

A)  a good way to build customer relationships. 
B)  an important part of all negative responses to claim letters. 
C)  to be avoided in routine positive messages. 
D)  all of the above. 
A)  a good way to build customer relationships. 
B)  an important part of all negative responses to claim letters. 
C)  to be avoided in routine positive messages. 
D)  all of the above.

Question 4

When making a claim or requesting an adjustment, your close should

Accepted Answer

A)  explain the specific details of the problem. 
B)  explain that you are planning to seek legal counsel. 
C)  request the specific action required to resolve the problem. 
D)  clearly state how angry and disappointed you are. 
A)  explain the specific details of the problem. 
B)  explain that you are planning to seek legal counsel. 
C)  request the specific action required to resolve the problem. 
D)  clearly state how angry and disappointed you are.

Question 5

The body of a positive message is a good place to use ________, assuring the customer of the wisdom of his or her purchase selection.

Accepted Answer

The answer of The body of a positive message is...

Question 6

Writing letters of recommendation can lead to serious legal problems, including charges of ________ against employers who share negative information about candidates.

Accepted Answer

The answer of Writing letters of recommendation can lead to...

Question 7

A message of appreciation can become an important part of someone's personnel file.

Accepted Answer

A) True 
 B)False

Question 8

When responding to a request for adjustment when a third party is at fault, the best approach is to

Accepted Answer

A)  respond promptly, explaining how the problem will be solved. 
B)  refuse the claim and suggest that the customer sue the third party. 
C)  honor the claim but explain that your company was not at fault. 
D)  refuse the claim but forward the paperwork to the third party. 
A)  respond promptly, explaining how the problem will be solved. 
B)  refuse the claim and suggest that the customer sue the third party. 
C)  honor the claim but explain that your company was not at fault. 
D)  refuse the claim but forward the paperwork to the third party.

Question 9

In most cases, when making routine requests you should assume that the audience will not comply.

Accepted Answer

A) True 
 B)False

Question 10

Most routine requests in business should be organized using the ________ approach, with the main idea at the beginning of the message.

Accepted Answer

The answer of Most routine requests in business should be...

Question 11

The opening of a request for a recommendation should include

Accepted Answer

A)  a buffer. 
B)  a statement implying that you're applying for a position. 
C)  an apology for bothering the reader. 
D)  a statement on why the recommendation is needed. 
A)  a buffer. 
B)  a statement implying that you're applying for a position. 
C)  an apology for bothering the reader. 
D)  a statement on why the recommendation is needed.

Question 12

When replying to a customer's complaint when your company is at fault, be sure to list the names of all employees who were involved in the error.

Accepted Answer

A) True 
 B)False

Question 13

What three goals should you have when answering routine requests and a potential sale is involved?

Accepted Answer

Your goals should be: (1) to r

Question 14

When offering compliments in a goodwill message, you should

Accepted Answer

A)  temper them with comments on areas for improvement. 
B)  always use the strongest words you can think of. 
C)  be sure to back them up with specific points. 
D)  feel free to exaggerate. 
A)  temper them with comments on areas for improvement. 
B)  always use the strongest words you can think of. 
C)  be sure to back them up with specific points. 
D)  feel free to exaggerate.

Question 15

When making a routine request, you should begin with

Accepted Answer

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

Question 16

When responding to a customer complaint about one of your company's services, you should

Accepted Answer

A)  use a standard form letter, with blanks left for filling in unique information in neat handwriting. 
B)  use a generous, grudging tone. 
C)  avoid blaming anyone in your organization by name. 
D)  soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." 
A)  use a standard form letter, with blanks left for filling in unique information in neat handwriting. 
B)  use a generous, grudging tone. 
C)  avoid blaming anyone in your organization by name. 
D)  soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."

Question 17

Due to potential legal problems, many companies have a policy that prevents employees from providing recommendation letters.

Accepted Answer

A) True 
 B)False

Question 18

When responding to a customer request for an adjustment, it is usually sensible to assume that

Accepted Answer

A)  if you handle the situation well, the customer will be even more loyal than before. 
B)  the customer is trying to pull a fast one. 
C)  the customer's account of the situation is exaggerated. 
D)  the customer is hostile. 
A)  if you handle the situation well, the customer will be even more loyal than before. 
B)  the customer is trying to pull a fast one. 
C)  the customer's account of the situation is exaggerated. 
D)  the customer is hostile.

Question 19

List at least three guidelines to follow when writing condolence messages.

Accepted Answer

Messages expressing sympathy are best wh

Question 20

When responding to a claim when your company is at fault, it is best to

Accepted Answer

A)  take (or assign) personal responsibility for setting matters straight. 
B)  do all you can to discourage any need for follow-up. 
C)  avoid sympathizing with the customer, since it can lead to lawsuits. 
D)  be vague about when the claim may be resolved. 
A)  take (or assign) personal responsibility for setting matters straight. 
B)  do all you can to discourage any need for follow-up. 
C)  avoid sympathizing with the customer, since it can lead to lawsuits. 
D)  be vague about when the claim may be resolved.

Exam 8: Writing Routine and Positive Messages

When making a direct request, you should state what you want in the first sentence or two and then follow with an explanation.

When making direct requests, you should avoid such polite words and phrases as "please" and "I would appreciate."

In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is

When making a claim or requesting an adjustment, your close should

The body of a positive message is a good place to use ________, assuring the customer of the wisdom of his or her purchase selection.

Writing letters of recommendation can lead to serious legal problems, including charges of ________ against employers who share negative information about candidates.

A message of appreciation can become an important part of someone's personnel file.

When responding to a request for adjustment when a third party is at fault, the best approach is to

In most cases, when making routine requests you should assume that the audience will not comply.

Most routine requests in business should be organized using the ________ approach, with the main idea at the beginning of the message.

The opening of a request for a recommendation should include

When replying to a customer's complaint when your company is at fault, be sure to list the names of all employees who were involved in the error.

What three goals should you have when answering routine requests and a potential sale is involved?

When offering compliments in a goodwill message, you should

When making a routine request, you should begin with

When responding to a customer complaint about one of your company's services, you should

Due to potential legal problems, many companies have a policy that prevents employees from providing recommendation letters.

When responding to a customer request for an adjustment, it is usually sensible to assume that

List at least three guidelines to follow when writing condolence messages.

When responding to a claim when your company is at fault, it is best to

Achieving Success Through Effective Business Communication

Mastering Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Finding, Evaluating, and Processing Information

Designing Visual Communication

Planning Reports and Proposals

Writing Reports and Proposals

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

Format and Layout of Business Documents

Documentation of Report Sources

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