Question 1

You should close a request for recommendation with ________.

Accepted Answer

A) the full name and address of the person to whom the letter should be sent 
B) a complete career summary 
C) a sincere apology for the trouble caused 
D) an expression of appreciation 
E) a statement that triggers the reader's memory of the relationship you had 
A) the full name and address of the person to whom the letter should be sent 
B) a complete career summary 
C) a sincere apology for the trouble caused 
D) an expression of appreciation 
E) a statement that triggers the reader's memory of the relationship you had D

Question 2

With routine requests,open with buffer statements that gradually build up to the main idea,which is introduced in the body of the message.

Accepted Answer

A) True 
 B)False  False

Question 3

Zack's dishwasher has broken down several times since he bought it six months ago.Zack writes a letter to the company's customer care center,explaining his problem and requesting that he receive a replacement for the defective product.This is an example of a routine message ________.

Accepted Answer

A) asking for information 
B) requesting recommendations 
C) asking for a decision 
D) requesting adjustment 
E) requesting action 
A) asking for information 
B) requesting recommendations 
C) asking for a decision 
D) requesting adjustment 
E) requesting action D

Question 4

You have not received a shipment of books that you had ordered from Serengeti,an online book store.The shipment tracker on the website shows that the books have been returned to the company as the address provided was not found.However,the address you provided was correct and you have in the past received several shipments from Serengeti at the same address.Your account has already been debited for the value of the shipment.Draft a message to Serengeti,making a claim and requesting an adjustment.

Accepted Answer

Student answers should reflect the follo

Question 5

Which of the following is a point to keep in mind when developing routine requests for recommendations?

Accepted Answer

A) Use the indirect approach for requests for recommendations. 
B) Avoid stating why the recommendation is required. 
C) Always ask for permission before using someone as a reference. 
D) Always offer to pay for the favor. 
E) Avoid pressuring the receiver by mentioning a deadline. 
A) Use the indirect approach for requests for recommendations. 
B) Avoid stating why the recommendation is required. 
C) Always ask for permission before using someone as a reference. 
D) Always offer to pay for the favor. 
E) Avoid pressuring the receiver by mentioning a deadline.

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

As the HR manager at Greenview Insurance,you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst.Which of the following sentences is the best opening line to use when using the direct approach for positive messages?

Accepted Answer

A) At Greenview Insurance, we believe in hiring people who share our vision of excellence in customer service. 
B) We are pleased to inform you that, after much deliberation and an exhaustive review of your qualifications and test results, we have decided to select you from the pool of applicants for the final interview stage for the position of Financial Analyst at Greenview Insurance. 
C) This is to let you know that we have carefully considered your qualifications and test results and compared them with those of our other job applicants and have concluded that you should be shortlisted for the final interview process for the position of Financial Analyst at Greenview Insurance. 
D) You have been selected for the final interview for the position of Financial Analyst at Greenview Insurance. 
E) Did you know that Greenview Insurance has consistently been rated one of the best employers in the financial sector since its inception in 1984? 
A) At Greenview Insurance, we believe in hiring people who share our vision of excellence in customer service. 
B) We are pleased to inform you that, after much deliberation and an exhaustive review of your qualifications and test results, we have decided to select you from the pool of applicants for the final interview stage for the position of Financial Analyst at Greenview Insurance. 
C) This is to let you know that we have carefully considered your qualifications and test results and compared them with those of our other job applicants and have concluded that you should be shortlisted for the final interview process for the position of Financial Analyst at Greenview Insurance. 
D) You have been selected for the final interview for the position of Financial Analyst at Greenview Insurance. 
E) Did you know that Greenview Insurance has consistently been rated one of the best employers in the financial sector since its inception in 1984?

Question 8

In order to write a successful news release,you should ________.

Accepted Answer

A) use positive, self-congratulatory adjectives and adverbs 
B) focus on one subject 
C) write in long descriptive sentences and paragraphs 
D) put your most important idea last 
E) include extraneous facts to add interest 
A) use positive, self-congratulatory adjectives and adverbs 
B) focus on one subject 
C) write in long descriptive sentences and paragraphs 
D) put your most important idea last 
E) include extraneous facts to add interest

Question 9

Which of the following would be most effective as the opening statement for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

Accepted Answer

A) Thanks for contacting us about the dress that you purchased from Weaver Designs. Even though the problem of fading arose from the fact that you washed the dress in hot water, instead of cold -as is spelt out in the washing instructions on the label-we are sending you a replacement. 
B) The problem that you brought to our notice occurred because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. Nevertheless, we are mailing you a dress identical to the one you purchased. 
C) Thanks for contacting us about the dress that you purchased from Weaver Designs. We are mailing you a dress identical to the one you purchased, even though the fading was a result of washing the naturally dyed dress in hot water in the machine. 
D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. However, to retain their color and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry. From your email, it appears that you neglected to do so. Nevertheless, we are mailing you an identical dress. 
E) Weaver Designs is as much about excellence in customer service as it is about green fashion. This is why we are disregarding your error in following the washing instructions indicated on the label of our clothes and are mailing you an identical dress as replacement for the one you damaged. 
A) Thanks for contacting us about the dress that you purchased from Weaver Designs. Even though the problem of fading arose from the fact that you washed the dress in hot water, instead of cold -as is spelt out in the washing instructions on the label-we are sending you a replacement. 
B) The problem that you brought to our notice occurred because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. Nevertheless, we are mailing you a dress identical to the one you purchased. 
C) Thanks for contacting us about the dress that you purchased from Weaver Designs. We are mailing you a dress identical to the one you purchased, even though the fading was a result of washing the naturally dyed dress in hot water in the machine. 
D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. However, to retain their color and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry. From your email, it appears that you neglected to do so. Nevertheless, we are mailing you an identical dress. 
E) Weaver Designs is as much about excellence in customer service as it is about green fashion. This is why we are disregarding your error in following the washing instructions indicated on the label of our clothes and are mailing you an identical dress as replacement for the one you damaged.

Question 10

Routine requests should begin with ________.

Accepted Answer

A) a clear statement of request 
B) a buffer that builds up to the main request 
C) a justification for the request 
D) an attention-getting statement, fact or question 
E) the phrase "thank you in advance" or similar words of appreciation 
A) a clear statement of request 
B) a buffer that builds up to the main request 
C) a justification for the request 
D) an attention-getting statement, fact or question 
E) the phrase "thank you in advance" or similar words of appreciation

Question 11

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

Accepted Answer

A) Explain precisely how you have resolved, or plan to resolve, the situation. 
B) Specifically assign blame to someone in your organization by name. 
C) Start from the assumption that the information the customer provided is incorrect. 
D) Imply that the customer is at fault. 
E) Avoid taking or assigning personal responsibility for setting matters straight. 
A) Explain precisely how you have resolved, or plan to resolve, the situation. 
B) Specifically assign blame to someone in your organization by name. 
C) Start from the assumption that the information the customer provided is incorrect. 
D) Imply that the customer is at fault. 
E) Avoid taking or assigning personal responsibility for setting matters straight.

Question 12

When making claims or requesting adjustments,you should open with a(n)________.

Accepted Answer

A) apology for the inconvenience caused 
B) straightforward statement of the problem 
C) neutral buffer statement 
D) expression of your anger and frustration 
E) complete and specific explanation of the details of the problem 
A) apology for the inconvenience caused 
B) straightforward statement of the problem 
C) neutral buffer statement 
D) expression of your anger and frustration 
E) complete and specific explanation of the details of the problem

Question 13

When stating your routine request upfront,you should ________.

Accepted Answer

A) use the phrase "thank you in advance" 
B) first offer a justification for the request 
C) use a demanding tone to ensure compliance 
D) state precisely what you want 
E) not assume that your audience will comply 
A) use the phrase "thank you in advance" 
B) first offer a justification for the request 
C) use a demanding tone to ensure compliance 
D) state precisely what you want 
E) not assume that your audience will comply

Question 14

When granting claims and requests for adjustment when your company is at fault,you should ________.

Accepted Answer

A) specifically assign blame to someone in your organization by name 
B) follow up to verify that your response was correct 
C) start from the assumption that the information the customer provided is incorrect 
D) imply that the customer is at fault 
E) avoid taking or assigning personal responsibility for setting matters straight 
A) specifically assign blame to someone in your organization by name 
B) follow up to verify that your response was correct 
C) start from the assumption that the information the customer provided is incorrect 
D) imply that the customer is at fault 
E) avoid taking or assigning personal responsibility for setting matters straight

Question 15

Which of the following is true about social media releases?

Accepted Answer

A) They emphasize the use of narrative paragraphs over bullet-point content. 
B) They present fully developed stories and do not require editors to assemble their own stories. 
C) They offer the ability to include videos and other multimedia elements. 
D) They are challenging to publicize. 
E) They are not electronic-only documents. 
A) They emphasize the use of narrative paragraphs over bullet-point content. 
B) They present fully developed stories and do not require editors to assemble their own stories. 
C) They offer the ability to include videos and other multimedia elements. 
D) They are challenging to publicize. 
E) They are not electronic-only documents.

Question 16

The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

Accepted Answer

A) True 
 B)False

Question 17

In order to write a successful news release,you should ________.

Accepted Answer

A) use positive, self-congratulatory adjectives and adverbs 
B) try to cover multiple, unrelated news items at once 
C) break up long sentences and keep paragraphs short 
D) put your most important idea last 
E) include extraneous facts to add interest 
A) use positive, self-congratulatory adjectives and adverbs 
B) try to cover multiple, unrelated news items at once 
C) break up long sentences and keep paragraphs short 
D) put your most important idea last 
E) include extraneous facts to add interest

Question 18

When granting claims and requests for adjustment when your company is at fault,you should ________.

Accepted Answer

A) specifically assign blame to someone in your organization by name 
B) take steps to repair the relationship 
C) start from the assumption that the information the customer provided is incorrect 
D) imply that the customer is at fault 
E) avoid taking or assigning personal responsibility for setting matters straight 
A) specifically assign blame to someone in your organization by name 
B) take steps to repair the relationship 
C) start from the assumption that the information the customer provided is incorrect 
D) imply that the customer is at fault 
E) avoid taking or assigning personal responsibility for setting matters straight

Question 19

Describe the advantages social media releases have over traditional news releases.

Accepted Answer

The social media release has several adv

Question 20

When requesting an immediate recommendation,do not mention a deadline because it will come across as discourteous.

Accepted Answer

A) True 
 B)False

You should close a request for recommendation with ________.

With routine requests,open with buffer statements that gradually build up to the main idea,which is introduced in the body of the message.

Zack's dishwasher has broken down several times since he bought it six months ago.Zack writes a letter to the company's customer care center,explaining his problem and requesting that he receive a replacement for the defective product.This is an example of a routine message ________.

Which of the following is a point to keep in mind when developing routine requests for recommendations?

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

As the HR manager at Greenview Insurance,you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst.Which of the following sentences is the best opening line to use when using the direct approach for positive messages?

In order to write a successful news release,you should ________.

Which of the following would be most effective as the opening statement for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

Routine requests should begin with ________.

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

When making claims or requesting adjustments,you should open with a(n)________.

When stating your routine request upfront,you should ________.

When granting claims and requests for adjustment when your company is at fault,you should ________.

Which of the following is true about social media releases?

The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

In order to write a successful news release,you should ________.

When granting claims and requests for adjustment when your company is at fault,you should ________.

Describe the advantages social media releases have over traditional news releases.

When requesting an immediate recommendation,do not mention a deadline because it will come across as discourteous.

Understanding Business Communication in Todays Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

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

Filters

Exam 7: Writing Routine and Positive Messages

You should close a request for recommendation with ________.

With routine requests,open with buffer statements that gradually build up to the main idea,which is introduced in the body of the message.

Zack's dishwasher has broken down several times since he bought it six months ago.Zack writes a letter to the company's customer care center,explaining his problem and requesting that he receive a replacement for the defective product.This is an example of a routine message ________.

Which of the following is a point to keep in mind when developing routine requests for recommendations?

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

As the HR manager at Greenview Insurance,you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst.Which of the following sentences is the best opening line to use when using the direct approach for positive messages?

In order to write a successful news release,you should ________.

Which of the following would be most effective as the opening statement for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

Routine requests should begin with ________.

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

When making claims or requesting adjustments,you should open with a(n)________.

When stating your routine request upfront,you should ________.

When granting claims and requests for adjustment when your company is at fault,you should ________.

Which of the following is true about social media releases?

The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

In order to write a successful news release,you should ________.

When granting claims and requests for adjustment when your company is at fault,you should ________.

Describe the advantages social media releases have over traditional news releases.

When requesting an immediate recommendation,do not mention a deadline because it will come across as discourteous.

Understanding Business Communication in Todays Workplace

Mastering Team Skills and Interpersonal Communication

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

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

Filters