Question 1

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

Accepted Answer

A) take or assign personal responsibility for setting matters straight 
B) go into the details of how you plan to resolve the situation 
C) start from the assumption that the information the customer provided is correct 
D) openly sympathize with the customer's situation 
E) imply that the customer is at fault 
A) take or assign personal responsibility for setting matters straight 
B) go into the details of how you plan to resolve the situation 
C) start from the assumption that the information the customer provided is correct 
D) openly sympathize with the customer's situation 
E) imply that the customer is at fault

Question 2

To express goodwill in routine requests,close your message by thanking the reader "in advance" for cooperating.

Accepted Answer

A) True 
 B)False

Question 3

Goodwill messages should NOT be ________.

Accepted Answer

A) unexpected 
B) without a direct business purpose 
C) exaggerated 
D) congratulatory 
E) restrained 
A) unexpected 
B) without a direct business purpose 
C) exaggerated 
D) congratulatory 
E) restrained

Question 4

You write to your college professor,asking her to vouch for your skills and abilities to a prospective employer.This is an example of a routine request asking for ________.

Accepted Answer

A) settlements to claims 
B) recommendations 
C) adjustments 
D) information or action 
E) mediation 
A) settlements to claims 
B) recommendations 
C) adjustments 
D) information or action 
E) mediation

Question 5

The closing of a routine request message should include ________.

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) information about how you can be reached 
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) information about how you can be reached 
E) questions that will help you organize the message

Question 6

Regardless of who is at fault,you must make it a point to apologize when granting a customer's claim.

Accepted Answer

A) True 
 B)False

Question 7

If you decide to write a letter of recommendation or respond to a request for information about a job candidate,your goal is to convince readers that the person being recommended has the characteristics necessary for the job,project assignment,or other objective the person is seeking.

Accepted Answer

A) True 
 B)False

Question 8

Outline an effective strategy for writing routine business requests.

Accepted Answer

Like all other business messages,routine

Question 9

When responding to a claim when your company is at fault,you should take or assign personal responsibility for setting matters straight.

Accepted Answer

A) True 
 B)False

Question 10

You may send congratulations for personal events,even if you don't know the reader well.

Accepted Answer

A) True 
 B)False

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) Sympathize with the customer's inconvenience or frustration. 
B) Specifically assign blame by name to someone in your organization. 
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) Sympathize with the customer's inconvenience or frustration. 
B) Specifically assign blame by name to someone in your organization. 
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 developing routine requests and positive messages,you should ________.

Accepted Answer

A) slowly build up to the request or main idea 
B) not assume that your audience will comply 
C) demand action to ensure compliance 
D) be non-specific when stating what you want 
E) state precisely what you want 
A) slowly build up to the request or main idea 
B) not assume that your audience will comply 
C) demand action to ensure compliance 
D) be non-specific when stating what you want 
E) state precisely what you want

Question 13

The opening of a request for recommendation should ________.

Accepted Answer

A) contain a sincere apology for the trouble caused 
B) clearly state why the recommendation is required 
C) include an offer to pay for the service rendered 
D) include the full name and address of the person to whom the letter should be sent 
E) contain a neutral buffer statement or statements 
A) contain a sincere apology for the trouble caused 
B) clearly state why the recommendation is required 
C) include an offer to pay for the service rendered 
D) include the full name and address of the person to whom the letter should be sent 
E) contain a neutral buffer statement or statements

Question 14

To grant a claim when the customer is at fault,discourage future mistakes without insulting the customer.

Accepted Answer

A) True 
 B)False

Question 15

Readers receiving routine replies and positive messages are generally not expecting it,so use the indirect approach by placing the main idea in the body of the message.

Accepted Answer

A) True 
 B)False

Question 16

When writing condolences,you should ________.

Accepted Answer

A) avoid recounting humorous anecdotes 
B) dwell on the details of the loss 
C) ensure that the message is short, simple, and sincere 
D) never rely on reputation to write about the special qualities of the deceased 
E) offer life advice to help the reader through the event 
A) avoid recounting humorous anecdotes 
B) dwell on the details of the loss 
C) ensure that the message is short, simple, and sincere 
D) never rely on reputation to write about the special qualities of the deceased 
E) offer life advice to help the reader through the event

Question 17

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

Accepted Answer

A) discourage the customer from communicating with the company in the future 
B) always apologize, even when the customer is at fault 
C) start from the assumption that the information the customer provided is incorrect 
D) not argue with the customer's version of events 
E) clearly point out that the customer is at fault 
A) discourage the customer from communicating with the company in the future 
B) always apologize, even when the customer is at fault 
C) start from the assumption that the information the customer provided is incorrect 
D) not argue with the customer's version of events 
E) clearly point out that the customer is at fault

Question 18

Which of the following statements would best replace the opening of the above message?

Accepted Answer

A) I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. 
B) I was always a huge fan of the furniture at Kian and have bought several products from your stores. However, I am very disappointed with my new purchase. 
C) Some pieces of a bookcase that I recently bought from your store broke during assembly. Please arrange to give me a complete refund of the price of the bookcase or a voucher for the same amount. 
D) I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is useless to me, don't you think that my request is only fair? 
E) I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. However, my latest experience has been less than satisfactory. 
A) I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. 
B) I was always a huge fan of the furniture at Kian and have bought several products from your stores. However, I am very disappointed with my new purchase. 
C) Some pieces of a bookcase that I recently bought from your store broke during assembly. Please arrange to give me a complete refund of the price of the bookcase or a voucher for the same amount. 
D) I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is useless to me, don't you think that my request is only fair? 
E) I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. However, my latest experience has been less than satisfactory.

Question 19

A message sent by an HR manager asking all employees to submit details about overtime performed in the previous quarter is an example of a routine request asking for ________.

Accepted Answer

A) settlements to claims 
B) recommendations 
C) adjustments 
D) information or action 
E) references 
A) settlements to claims 
B) recommendations 
C) adjustments 
D) information or action 
E) references

Question 20

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

Accepted Answer

A) We appreciate your support in our mission to promote green fashion, and would love to know more about the other ways in which you try to help the environment. 
B) We at Weaver Designs would like to minimize such complaints and urge you to double-check washing instructions next time. 
C) We at Weaver Designs urge you to carefully read and follow the washing instructions-clearly printed on all labels and packaging-to prolong the life of your clothes and to avoid further claims of this kind. 
D) We appreciate your support in our mission to promote green fashion, and are very keen on avoiding such frivolous claims. We are sure you agree with us. 
E) Going forward, we recommend that you check for any mistakes from your end before you send out a claim. We appreciate your support in our mission to promote green fashion. 
A) We appreciate your support in our mission to promote green fashion, and would love to know more about the other ways in which you try to help the environment. 
B) We at Weaver Designs would like to minimize such complaints and urge you to double-check washing instructions next time. 
C) We at Weaver Designs urge you to carefully read and follow the washing instructions-clearly printed on all labels and packaging-to prolong the life of your clothes and to avoid further claims of this kind. 
D) We appreciate your support in our mission to promote green fashion, and are very keen on avoiding such frivolous claims. We are sure you agree with us. 
E) Going forward, we recommend that you check for any mistakes from your end before you send out a claim. We appreciate your support in our mission to promote green fashion.

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

To express goodwill in routine requests,close your message by thanking the reader "in advance" for cooperating.

Goodwill messages should NOT be ________.

You write to your college professor,asking her to vouch for your skills and abilities to a prospective employer.This is an example of a routine request asking for ________.

The closing of a routine request message should include ________.

Regardless of who is at fault,you must make it a point to apologize when granting a customer's claim.

If you decide to write a letter of recommendation or respond to a request for information about a job candidate,your goal is to convince readers that the person being recommended has the characteristics necessary for the job,project assignment,or other objective the person is seeking.

Outline an effective strategy for writing routine business requests.

When responding to a claim when your company is at fault,you should take or assign personal responsibility for setting matters straight.

You may send congratulations for personal events,even if you don't know the reader well.

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

When developing routine requests and positive messages,you should ________.

The opening of a request for recommendation should ________.

To grant a claim when the customer is at fault,discourage future mistakes without insulting the customer.

Readers receiving routine replies and positive messages are generally not expecting it,so use the indirect approach by placing the main idea in the body of the message.

When writing condolences,you should ________.

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

Which of the following statements would best replace the opening of the above message?

A message sent by an HR manager asking all employees to submit details about overtime performed in the previous quarter is an example of a routine request asking for ________.

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

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

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

To express goodwill in routine requests,close your message by thanking the reader "in advance" for cooperating.

Goodwill messages should NOT be ________.

You write to your college professor,asking her to vouch for your skills and abilities to a prospective employer.This is an example of a routine request asking for ________.

The closing of a routine request message should include ________.

Regardless of who is at fault,you must make it a point to apologize when granting a customer's claim.

If you decide to write a letter of recommendation or respond to a request for information about a job candidate,your goal is to convince readers that the person being recommended has the characteristics necessary for the job,project assignment,or other objective the person is seeking.

Outline an effective strategy for writing routine business requests.

When responding to a claim when your company is at fault,you should take or assign personal responsibility for setting matters straight.

You may send congratulations for personal events,even if you don't know the reader well.

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

When developing routine requests and positive messages,you should ________.

The opening of a request for recommendation should ________.

To grant a claim when the customer is at fault,discourage future mistakes without insulting the customer.

Readers receiving routine replies and positive messages are generally not expecting it,so use the indirect approach by placing the main idea in the body of the message.

When writing condolences,you should ________.

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

Which of the following statements would best replace the opening of the above message?

A message sent by an HR manager asking all employees to submit details about overtime performed in the previous quarter is an example of a routine request asking for ________.

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

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