Question 1

Even when you grant a dissatisfied customer's request for adjustment, he or she will most likely not return to your business.

Accepted Answer

A) True 
 B)False

Question 2

If you have mildly disappointing information to deliver as part of a positive message, you should

Accepted Answer

A)  put the negative information last. 
B)  just leave it out. 
C)  put the negative information first. 
D)  put the negative information in a favorable context. 
A)  put the negative information last. 
B)  just leave it out. 
C)  put the negative information first. 
D)  put the negative information in a favorable context.

Question 3

When making claims or requesting adjustments, you should begin by

Accepted Answer

A)  providing a detailed description of the faulty merchandise. 
B)  providing a straightforward explanation of what the problem is. 
C)  threatening legal action if you do not receive a favorable adjustment. 
D)  complimenting the company for past service. 
A)  providing a detailed description of the faulty merchandise. 
B)  providing a straightforward explanation of what the problem is. 
C)  threatening legal action if you do not receive a favorable adjustment. 
D)  complimenting the company for past service.

Question 4

If you are writing to someone to request a recommendation letter for a job or scholarship, you should include a stamped, preaddressed envelope for mailing.

Accepted Answer

A) True 
 B)False

Question 5

There is no reason to state how complying to a request will benefit the target of the request.

Accepted Answer

A) True 
 B)False

Question 6

Explain why goodwill messages are important, then describe at least two characteristics of effective goodwill messages.

Accepted Answer

Goodwill messages can improve your relat

Question 7

In a letter agreeing to make an adjustment even though the buyer technically was at fault, a courteous tone is less important.

Accepted Answer

A) True 
 B)False

Question 8

When writing a claim letter, you should assume that you will receive a fair adjustment.

Accepted Answer

A) True 
 B)False

Question 9

A(n) ________ ________ is a specialized document used to share relevant information with the local or national news media.

Accepted Answer

The answer of A(n) ________ ________ is a specialized document...

Question 10

In a positive message, the main idea is presented

Accepted Answer

A)  in the last sentence of the letter. 
B)  in the first sentence of the middle paragraph. 
C)  right at the beginning of the letter. 
D)  at the end of the middle paragraph. 
A)  in the last sentence of the letter. 
B)  in the first sentence of the middle paragraph. 
C)  right at the beginning of the letter. 
D)  at the end of the middle paragraph.

Question 11

When sending a positive message to a customer, it is a good idea to reassure the customer that he or she has made a wise purchase.

Accepted Answer

A) True 
 B)False

Question 12

Goodwill messages were once common in business, but are now mostly regarded as a waste of time.

Accepted Answer

A) True 
 B)False

Question 13

In a positive message, you should explain your point completely in the

Accepted Answer

A)  body. 
B)  close. 
C)  introduction. 
D)  None-all parts are usually the same length. 
A)  body. 
B)  close. 
C)  introduction. 
D)  None-all parts are usually the same length.

Question 14

Excluding important negative information about a candidate in a recommendation letter

Accepted Answer

A)  is okay, as long as you explain to the candidate that you are doing it. 
B)  has led some employers to sue after hiring the candidate and discovering problems. 
C)  is the only way to prevent the candidate from suing you. 
D)  is expected--otherwise no one would be able to get a good job. 
A)  is okay, as long as you explain to the candidate that you are doing it. 
B)  has led some employers to sue after hiring the candidate and discovering problems. 
C)  is the only way to prevent the candidate from suing you. 
D)  is expected--otherwise no one would be able to get a good job.

Question 15

In requesting a sales report from a co-worker, you should

Accepted Answer

A)  use the indirect approach. 
B)  maintain a formal style and tone. 
C)  get straight to the point. 
D)  do all of the above. 
A)  use the indirect approach. 
B)  maintain a formal style and tone. 
C)  get straight to the point. 
D)  do all of the above.

Question 16

Employers cannot sue you for omitting negative information from a recommendation letter, even if they can prove that you were aware of that information.

Accepted Answer

A) True 
 B)False

Question 17

Thanks to the Internet and social media, many companies now rely on ________ news releases, in which they communicate directly with customers and other audiences instead of going through the media.

Accepted Answer

The answer of Thanks to the Internet and social media,...

Question 18

Briefly explain how the Internet and social media have changed the nature of the news release.

Accepted Answer

Whereas companies once wrote news releas

Question 19

List four guidelines to follow in preparing the opening of a routine request in the direct format.

Accepted Answer

In preparing the opening of a routine re

Question 20

Before volunteering someone's name as a reference, always

Accepted Answer

A)  ask that person's permission. 
B)  assume you have permission to do so. 
C)  list that person's address and phone number for ease of contact. 
D)  describe your relationship with that person. 
A)  ask that person's permission. 
B)  assume you have permission to do so. 
C)  list that person's address and phone number for ease of contact. 
D)  describe your relationship with that person.

Exam 8: Writing Routine and Positive Messages

Even when you grant a dissatisfied customer's request for adjustment, he or she will most likely not return to your business.

If you have mildly disappointing information to deliver as part of a positive message, you should

When making claims or requesting adjustments, you should begin by

If you are writing to someone to request a recommendation letter for a job or scholarship, you should include a stamped, preaddressed envelope for mailing.

There is no reason to state how complying to a request will benefit the target of the request.

Explain why goodwill messages are important, then describe at least two characteristics of effective goodwill messages.

In a letter agreeing to make an adjustment even though the buyer technically was at fault, a courteous tone is less important.

When writing a claim letter, you should assume that you will receive a fair adjustment.

A(n) ________ ________ is a specialized document used to share relevant information with the local or national news media.

In a positive message, the main idea is presented

When sending a positive message to a customer, it is a good idea to reassure the customer that he or she has made a wise purchase.

Goodwill messages were once common in business, but are now mostly regarded as a waste of time.

In a positive message, you should explain your point completely in the

Excluding important negative information about a candidate in a recommendation letter

In requesting a sales report from a co-worker, you should

Employers cannot sue you for omitting negative information from a recommendation letter, even if they can prove that you were aware of that information.

Thanks to the Internet and social media, many companies now rely on ________ news releases, in which they communicate directly with customers and other audiences instead of going through the media.

Briefly explain how the Internet and social media have changed the nature of the news release.

List four guidelines to follow in preparing the opening of a routine request in the direct format.

Before volunteering someone's name as a reference, always

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

Correction Symbols

Filters

A(n) is a specialized document used to share relevant information with the local or national news media.