Question 1

All request messages should always use the direct organizational approach.

Accepted Answer

A) True 
 B)False  False

Question 2

In all cases, avoid ________, as it requires your audience to figure out exactly what you want.

Accepted Answer

A)  mentioning the context of your request 
B)  simply implying your request 
C)  emphasizing on your request 
D)  providing a detailed analysis with your request 
E)  explicitly expressing your request 
A)  mentioning the context of your request 
B)  simply implying your request 
C)  emphasizing on your request 
D)  providing a detailed analysis with your request 
E)  explicitly expressing your request B

Question 3

Which of the following statements makes it sound as if you are doing the customer a favor?

Accepted Answer

A)  Although you have selected the wrong item, we are happy to take the trouble to exchange it. 
B)  Your business is important to us, so we are pleased to offer you rush shipping on this order. 
C)  Customer satisfaction is our top goal, so we will be happy to grant your request. 
D)  You are a valued customer, so please accept a 10% discount on your replacement order. 
E)  We are happy to send you the replacement piece by expedited mail. 
A)  Although you have selected the wrong item, we are happy to take the trouble to exchange it. 
B)  Your business is important to us, so we are pleased to offer you rush shipping on this order. 
C)  Customer satisfaction is our top goal, so we will be happy to grant your request. 
D)  You are a valued customer, so please accept a 10% discount on your replacement order. 
E)  We are happy to send you the replacement piece by expedited mail. A

Question 4

"You made mistakes in these documents and you must correct them by the end of the day." The statement above uses "you" in a negative way. Which of the following best revises this statement?

Accepted Answer

A)  I'd appreciate it if you'd fix the mistakes that you made in these documents by the end of the day. 
B)  Please correct the mistakes in these documents by the end of the day. 
C)  The mistakes that you made in these documents must be corrected by the end of the day. 
D)  Revise these documents by the end of the day, and please, no mistakes this time. 
E)  Please don't make any more mistakes in the documents when you revise them. 
A)  I'd appreciate it if you'd fix the mistakes that you made in these documents by the end of the day. 
B)  Please correct the mistakes in these documents by the end of the day. 
C)  The mistakes that you made in these documents must be corrected by the end of the day. 
D)  Revise these documents by the end of the day, and please, no mistakes this time. 
E)  Please don't make any more mistakes in the documents when you revise them.

Question 5

A brief overview at the start of your instructional message ________.

Accepted Answer

A)  will divert readers' focus from the directions that are the point of the message 
B)  is unnecessary in most cases, and will confuse readers 
C)  will help your audience understand when and why they need to use the instructions 
D)  will waste readers' time and distract them from the instructional aspect of the message 
E)  will give readers all the information they need and allow them to skip to the end of the message 
A)  will divert readers' focus from the directions that are the point of the message 
B)  is unnecessary in most cases, and will confuse readers 
C)  will help your audience understand when and why they need to use the instructions 
D)  will waste readers' time and distract them from the instructional aspect of the message 
E)  will give readers all the information they need and allow them to skip to the end of the message

Question 6

While instant messaging is increasingly used by businesses, it causes a decline in productivity because of frequent interruptions that can't be prevented.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is incorrect about the for-your-information messages?

Accepted Answer

A)  These messages negatively affect business relationship between an organization and its clients. 
B)  These messages can be the start of a dialogue that leads to business benefits. 
C)  These messages give personal satisfaction to the writer. 
D)  These messages can play a part in networking. 
E)  These messages communicate something you believe your audience will appreciate. 
A)  These messages negatively affect business relationship between an organization and its clients. 
B)  These messages can be the start of a dialogue that leads to business benefits. 
C)  These messages give personal satisfaction to the writer. 
D)  These messages can play a part in networking. 
E)  These messages communicate something you believe your audience will appreciate.

Question 8

The main challenge in writing a good thank-you note is ________.

Accepted Answer

A)  including specific details about the act for which you are expressing gratitude 
B)  writing legibly so that your reader can understand the content of your message 
C)  coming up with a message generic enough that it could be used for anyone by just changing names 
D)  writing it in the form of a bulleted list 
E)  keeping the details to a minimum so that your message isn't too lengthy 
A)  including specific details about the act for which you are expressing gratitude 
B)  writing legibly so that your reader can understand the content of your message 
C)  coming up with a message generic enough that it could be used for anyone by just changing names 
D)  writing it in the form of a bulleted list 
E)  keeping the details to a minimum so that your message isn't too lengthy

Question 9

What is the point of sending "for-your-information" messages, if they are not related to business information?

Accepted Answer

The point of FYI messages is not the con

Question 10

In the context of audience benefits, internal benefits are advantages that someone else - a third party - gains.

Accepted Answer

A) True 
 B)False

Question 11

Lori had a job interview with a recruiter from an Asian company. When she writes her thank-you letter to the interviewer, she needs ________.

Accepted Answer

A)  to only be polite because a thank-you note is nothing more than just a polite gesture 
B)  to make her letter less formal than she would if she were writing for an American reader 
C)  to keep her letter short and to the point, which is appropriate in a low-context culture 
D)  to make it personalized and quirky, so that she will stand out 
E)  to make it appropriate for a culture with high power distance 
A)  to only be polite because a thank-you note is nothing more than just a polite gesture 
B)  to make her letter less formal than she would if she were writing for an American reader 
C)  to keep her letter short and to the point, which is appropriate in a low-context culture 
D)  to make it personalized and quirky, so that she will stand out 
E)  to make it appropriate for a culture with high power distance

Question 12

Which of the following must be avoided when responding to multiple questions?

Accepted Answer

A)  Most answers to questions benefit from a direct organization. 
B)  In case of multiple questions, list answers to questions in order of their importance, not their order in the original message. 
C)  Build goodwill by opening the message with a positive response. 
D)  If your response is not controversial, begin with a direct answer. 
E)  You should end your message with a friendly closing and contact information, if applicable. 
A)  Most answers to questions benefit from a direct organization. 
B)  In case of multiple questions, list answers to questions in order of their importance, not their order in the original message. 
C)  Build goodwill by opening the message with a positive response. 
D)  If your response is not controversial, begin with a direct answer. 
E)  You should end your message with a friendly closing and contact information, if applicable.

Question 13

Consider the message below:
Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. So without some divine intervention, our team won't be able to make it to this month's regularly scheduled meeting.
-Which of the following would likely require more explanation of the reason for the request than others?

Accepted Answer

A)  asking a retailer to exchange the sweater that you purchased for another sweater in the same style but in a larger size 
B)  asking an online vendor for a refund on a defective piece of equipment 
C)  asking a colleague to give you information about a subject unrelated to your field that you have never discussed together 
D)  asking the manufacturer to accept the return of a hardware device that is incompatible with your computer 
E)  asking a company for a refund on the tickets you bought for a seminar that was cancelled 
A)  asking a retailer to exchange the sweater that you purchased for another sweater in the same style but in a larger size 
B)  asking an online vendor for a refund on a defective piece of equipment 
C)  asking a colleague to give you information about a subject unrelated to your field that you have never discussed together 
D)  asking the manufacturer to accept the return of a hardware device that is incompatible with your computer 
E)  asking a company for a refund on the tickets you bought for a seminar that was cancelled

Question 14

Compared to the indirect approach, the direct approach is more likely to ________.

Accepted Answer

A)  be difficult to understand 
B)  include a request at the end of the message 
C)  be the better choice for most requests 
D)  take more time to get to the point 
E)  get to the point slowly 
A)  be difficult to understand 
B)  include a request at the end of the message 
C)  be the better choice for most requests 
D)  take more time to get to the point 
E)  get to the point slowly

Question 15

Which of the following is considered to be a routine message?

Accepted Answer

A)  replying to a client that you will not have their project completed on time 
B)  requesting an employee to minimize the use of cellphone in office hours 
C)  instructing employees on filling out a new form 
D)  announcing that next Saturday will be a working day 
E)  requesting the team to not apply for any leaves for a month 
A)  replying to a client that you will not have their project completed on time 
B)  requesting an employee to minimize the use of cellphone in office hours 
C)  instructing employees on filling out a new form 
D)  announcing that next Saturday will be a working day 
E)  requesting the team to not apply for any leaves for a month

Question 16

A(n) ________ is a message acknowledging that you have received information or checking that you have understood information correctly.

Accepted Answer

A)  announcement 
B)  confirmation 
C)  goodwill message 
D)  condolence 
E)  claim 
A)  announcement 
B)  confirmation 
C)  goodwill message 
D)  condolence 
E)  claim

Question 17

You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.

Accepted Answer

A)  answer the first five questions only, as 10 is too many to address in one message 
B)  include your answers ordered 1 through 10 as well 
C)  reorder the questions according to their relative importance 
D)  label your answers A through J, to downplay the inappropriately large number of questions asked 
E)  answer only as many questions as you can fit on one page 
A)  answer the first five questions only, as 10 is too many to address in one message 
B)  include your answers ordered 1 through 10 as well 
C)  reorder the questions according to their relative importance 
D)  label your answers A through J, to downplay the inappropriately large number of questions asked 
E)  answer only as many questions as you can fit on one page

Question 18

Using the blind carbon copy feature of email is always unethical.

Accepted Answer

A) True 
 B)False

Question 19

Most answers to questions benefit from a direct response.

Accepted Answer

A) True 
 B)False

Question 20

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
-Which of the following statements would be inappropriate to end this message?

Accepted Answer

A)  Thank you for choosing Say Cheese! for your photographic needs. 
B)  Remember that Say Cheese! made this exception for you the next time you have photo needs. 
C)  We at Say Cheese! thank you for this order and for your continued business. 
D)  Thank you for shopping at Say Cheese!, where customer satisfaction is the number one priority. 
E)  We value your loyalty at Say Cheese! and hope to do business with you again. 
A)  Thank you for choosing Say Cheese! for your photographic needs. 
B)  Remember that Say Cheese! made this exception for you the next time you have photo needs. 
C)  We at Say Cheese! thank you for this order and for your continued business. 
D)  Thank you for shopping at Say Cheese!, where customer satisfaction is the number one priority. 
E)  We value your loyalty at Say Cheese! and hope to do business with you again.

All request messages should always use the direct organizational approach.

In all cases, avoid ________, as it requires your audience to figure out exactly what you want.

Which of the following statements makes it sound as if you are doing the customer a favor?

"You made mistakes in these documents and you must correct them by the end of the day." The statement above uses "you" in a negative way. Which of the following best revises this statement?

A brief overview at the start of your instructional message ________.

While instant messaging is increasingly used by businesses, it causes a decline in productivity because of frequent interruptions that can't be prevented.

Which of the following is incorrect about the for-your-information messages?

The main challenge in writing a good thank-you note is ________.

What is the point of sending "for-your-information" messages, if they are not related to business information?

In the context of audience benefits, internal benefits are advantages that someone else - a third party - gains.

Lori had a job interview with a recruiter from an Asian company. When she writes her thank-you letter to the interviewer, she needs ________.

Which of the following must be avoided when responding to multiple questions?

Compared to the indirect approach, the direct approach is more likely to ________.

Which of the following is considered to be a routine message?

A(n) ________ is a message acknowledging that you have received information or checking that you have understood information correctly.

You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.

Using the blind carbon copy feature of email is always unethical.

Most answers to questions benefit from a direct response.

Becoming a Successful Business Communicator

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process

Communicating Persuasive Messages

Communicating Bad News

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés,

Getting the Job Interviewing and Following up

Filters

Exam 4: Communicating Routine Messages and Building Goodwill

All request messages should always use the direct organizational approach.

In all cases, avoid ________, as it requires your audience to figure out exactly what you want.

Which of the following statements makes it sound as if you are doing the customer a favor?

"You made mistakes in these documents and you must correct them by the end of the day." The statement above uses "you" in a negative way. Which of the following best revises this statement?

A brief overview at the start of your instructional message ________.

While instant messaging is increasingly used by businesses, it causes a decline in productivity because of frequent interruptions that can't be prevented.

Which of the following is incorrect about the for-your-information messages?

The main challenge in writing a good thank-you note is ________.

What is the point of sending "for-your-information" messages, if they are not related to business information?

In the context of audience benefits, internal benefits are advantages that someone else - a third party - gains.

Lori had a job interview with a recruiter from an Asian company. When she writes her thank-you letter to the interviewer, she needs ________.

Which of the following must be avoided when responding to multiple questions?

Compared to the indirect approach, the direct approach is more likely to ________.

Which of the following is considered to be a routine message?

A(n) ________ is a message acknowledging that you have received information or checking that you have understood information correctly.

You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.

Using the blind carbon copy feature of email is always unethical.

Most answers to questions benefit from a direct response.

Becoming a Successful Business Communicator

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process

Communicating Persuasive Messages

Communicating Bad News

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés,

Getting the Job Interviewing and Following up

Filters