Question 1

Outline an effective strategy for writing routine replies and positive messages.

Accepted Answer

Readers receiving routine replies and po

Question 2

When is it appropriate to use the direct approach for routine messages?

Accepted Answer

A) When the reader may not be interested in what you have to say 
B) When you want to save the reader time 
C) When you have something to offer the reader 
D) When the readers will be interested in what you have to say 
E) When you are composing a message that will stay internal to the organization 
A) When the reader may not be interested in what you have to say 
B) When you want to save the reader time 
C) When you have something to offer the reader 
D) When the readers will be interested in what you have to say 
E) When you are composing a message that will stay internal to the organization

Question 3

How should routine replies and positive replies close?

Accepted Answer

A) With a sincere apology for the trouble caused 
B) With an expression of appreciation or goodwill 
C) With a detailed explanation of the request 
D) With a mention of the consequences of non-compliance 
E) With information about the negative aspects of the request, if any 
A) With a sincere apology for the trouble caused 
B) With an expression of appreciation or goodwill 
C) With a detailed explanation of the request 
D) With a mention of the consequences of non-compliance 
E) With information about the negative aspects of the request, if any

Question 4

When making claims or requesting adjustments,you should do what?

Accepted Answer

A) Avoid revealing your contact information. 
B) Use the indirect approach. 
C) Always maintain a professional tone. 
D) Leave the specific course of action to the reader. 
E) Warn the reader of the consequences of inaction. 
A) Avoid revealing your contact information. 
B) Use the indirect approach. 
C) Always maintain a professional tone. 
D) Leave the specific course of action to the reader. 
E) Warn the reader of the consequences of inaction.

Question 5

When seeking a letter of recommendation,the body of the request should list all the information the recipient would need to write the recommendation,including the full name and address or email address of the person to whom the recommendation should be sent.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is a guideline for making effective claims or requesting adjustments?

Accepted Answer

A) Always close with a sincere apology for the inconvenience caused. 
B) Clearly convey your anger and frustration through your message. 
C) Avoid giving a detailed explanation of your claim in the message. 
D) Be prepared to back up your claim with relevant documents. 
E) Warn the reader of the consequences of non-compliance. 
A) Always close with a sincere apology for the inconvenience caused. 
B) Clearly convey your anger and frustration through your message. 
C) Avoid giving a detailed explanation of your claim in the message. 
D) Be prepared to back up your claim with relevant documents. 
E) Warn the reader of the consequences of non-compliance.

Question 7

The close of the routine request should include what?

Accepted Answer

A) A sincere apology for the inconvenience caused 
B) Explanations and justifications for the request 
C) The phrase "thank you in advance" to ensure compliance 
D) A specific request that includes any relevant deadlines 
E) Questions that will help you organize the message 
A) A sincere apology for the inconvenience caused 
B) Explanations and justifications for the request 
C) The phrase "thank you in advance" to ensure compliance 
D) A specific request that includes any relevant deadlines 
E) Questions that will help you organize the message

Question 8

Which of the following routine messages is most likely to end up as part of an employee's permanent record?

Accepted Answer

A) A letter of recommendation 
B) A congratulatory message 
C) A message of appreciation 
D) A message of condolence 
E) A message fostering goodwill 
A) A letter of recommendation 
B) A congratulatory message 
C) A message of appreciation 
D) A message of condolence 
E) A message fostering goodwill

Question 9

Which of the following is not considered a routine and positive message?

Accepted Answer

A) Technical support 
B) Rejecting suggestions and proposals 
C) Replies to routine business matters 
D) Good news announcement 
E) Thank you notes 
A) Technical support 
B) Rejecting suggestions and proposals 
C) Replies to routine business matters 
D) Good news announcement 
E) Thank you notes

Question 10

When granting the claim when the customer is at fault,what should be included in the body of the letter?

Accepted Answer

A) An apology 
B) A clear indication of what the customer did wrong 
C) A clear indication of how the customer can avoid a similar issue in the future 
D) The discouragement of similar claims in the future 
E) Contact information so the customer can discuss further concerns 
A) An apology 
B) A clear indication of what the customer did wrong 
C) A clear indication of how the customer can avoid a similar issue in the future 
D) The discouragement of similar claims in the future 
E) Contact information so the customer can discuss further concerns

Question 11

Routine requests should always indicate why it is in the reader's best interest to comply with the request.

Accepted Answer

A) True 
 B)False

Question 12

When making a routine request,what should the writer do in the body of the message?

Accepted Answer

A) Put the most important request at the end. 
B) Explain and justify the request. 
C) Address all topics in one question. 
D) Offer apologies for any inconvenience caused. 
E) Include contact information. 
A) Put the most important request at the end. 
B) Explain and justify the request. 
C) Address all topics in one question. 
D) Offer apologies for any inconvenience caused. 
E) Include contact information.

Question 13

An effective use of a routine message would be to supply product operation support.

Accepted Answer

A) True 
 B)False

Question 14

When writing for a claim or adjustment,what should be included in the closing paragraph?

Accepted Answer

A) Specific explanation of reason for the claim 
B) An offering of supporting documentation such as receipts 
C) A request for specific action 
D) A statement of the problem 
E) The remedy being sought 
A) Specific explanation of reason for the claim 
B) An offering of supporting documentation such as receipts 
C) A request for specific action 
D) A statement of the problem 
E) The remedy being sought

Question 15

Even simple requests should contain extensive reasons and justifications for the request.

Accepted Answer

A) True 
 B)False

Question 16

Discuss effective strategies for writing routine business requests.

Accepted Answer

Like all other business messages,routine

Question 17

What should be accomplished in the opening of a request for a recommendation?

Accepted Answer

A) The deadline for sending the letter should be mentioned. 
B) The reader's memory of the relationship he/she had with the person referred should be triggered. 
C) The full name and address of the person to whom the letter should be sent should be obvious. 
D) An offer to pay for the service rendered should be included. 
E) A neutral buffer statement or statements should be included. 
A) The deadline for sending the letter should be mentioned. 
B) The reader's memory of the relationship he/she had with the person referred should be triggered. 
C) The full name and address of the person to whom the letter should be sent should be obvious. 
D) An offer to pay for the service rendered should be included. 
E) A neutral buffer statement or statements should be included.

Question 18

In a direct request,where is the request explained in detail?

Accepted Answer

A) In the opening line of the communication 
B) In the opening paragraph of the communication 
C) In the body of the communication 
D) Repeated several times throughout the entire communication 
E) At the close of the communication 
A) In the opening line of the communication 
B) In the opening paragraph of the communication 
C) In the body of the communication 
D) Repeated several times throughout the entire communication 
E) At the close of the communication

Question 19

Discuss and give examples of using routine messages to build goodwill.

Accepted Answer

All business messages should be written

Question 20

When writing for a claim or adjustment,what should be included in the opening paragraph?

Accepted Answer

A) Specific explanations of the reason for the claim 
B) An offering of supporting documentation such as receipts 
C) A request for specific action 
D) A statement of the problem 
E) The remedy being sought 
A) Specific explanations of the reason for the claim 
B) An offering of supporting documentation such as receipts 
C) A request for specific action 
D) A statement of the problem 
E) The remedy being sought

Outline an effective strategy for writing routine replies and positive messages.

When is it appropriate to use the direct approach for routine messages?

How should routine replies and positive replies close?

When making claims or requesting adjustments,you should do what?

When seeking a letter of recommendation,the body of the request should list all the information the recipient would need to write the recommendation,including the full name and address or email address of the person to whom the recommendation should be sent.

Which of the following is a guideline for making effective claims or requesting adjustments?

The close of the routine request should include what?

Which of the following routine messages is most likely to end up as part of an employee's permanent record?

Which of the following is not considered a routine and positive message?

When granting the claim when the customer is at fault,what should be included in the body of the letter?

Routine requests should always indicate why it is in the reader's best interest to comply with the request.

When making a routine request,what should the writer do in the body of the message?

An effective use of a routine message would be to supply product operation support.

When writing for a claim or adjustment,what should be included in the closing paragraph?

Even simple requests should contain extensive reasons and justifications for the request.

Discuss effective strategies for writing routine business requests.

What should be accomplished in the opening of a request for a recommendation?

In a direct request,where is the request explained in detail?

Discuss and give examples of using routine messages to build goodwill.

When writing for a claim or adjustment,what should be included in the opening paragraph?

Understanding Business Communication in Todays Workplace

Collaboration, interpersonal Communication, and Business Etiquette

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

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

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

Filters

Exam 7: Writing Routine and Positive Messages

Outline an effective strategy for writing routine replies and positive messages.

When is it appropriate to use the direct approach for routine messages?

How should routine replies and positive replies close?

When making claims or requesting adjustments,you should do what?

When seeking a letter of recommendation,the body of the request should list all the information the recipient would need to write the recommendation,including the full name and address or email address of the person to whom the recommendation should be sent.

Which of the following is a guideline for making effective claims or requesting adjustments?

The close of the routine request should include what?

Which of the following routine messages is most likely to end up as part of an employee's permanent record?

Which of the following is not considered a routine and positive message?

When granting the claim when the customer is at fault,what should be included in the body of the letter?

Routine requests should always indicate why it is in the reader's best interest to comply with the request.

When making a routine request,what should the writer do in the body of the message?

An effective use of a routine message would be to supply product operation support.

When writing for a claim or adjustment,what should be included in the closing paragraph?

Even simple requests should contain extensive reasons and justifications for the request.

Discuss effective strategies for writing routine business requests.

What should be accomplished in the opening of a request for a recommendation?

In a direct request,where is the request explained in detail?

Discuss and give examples of using routine messages to build goodwill.

When writing for a claim or adjustment,what should be included in the opening paragraph?

Understanding Business Communication in Todays Workplace

Collaboration, interpersonal Communication, and Business Etiquette

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Digital Channels

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

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

Filters