Question 1

When writing a claim letter,the best way to begin is ________

Accepted Answer

A)  by complimenting the company for past service. 
B)  providing a detailed description of the faulty merchandise. 
C)  with a straightforward statement of the problem. 
D)  to threaten legal action if you do not receive a favourable adjustment. 
A)  by complimenting the company for past service. 
B)  providing a detailed description of the faulty merchandise. 
C)  with a straightforward statement of the problem. 
D)  to threaten legal action if you do not receive a favourable adjustment.

Question 2

In responding favourably to a claim even though the customer was at fault,should you indicate that your company was not to blame? Why or why not?

Accepted Answer

In these cases,it is important to make t

Question 3

A letter telling someone that she or he got the job is a(n)__________ document,so make sure all statements are accurate.

Accepted Answer

The answer of A letter telling someone that she or...

Question 4

In a claim letter,explain the problem in detail,provide back-up information,and request specific action.

Accepted Answer

A) True 
 B)False

Question 5

You use the middle section of a routine request message to explain and __________ your request.

Accepted Answer

The answer of You use the middle section of a...

Question 6

Using lists helps readers sort through _____________

Accepted Answer

A)  the body of the message. 
B)  truths and lies. 
C)  multiple requests. 
D)  unrelated items. 
A)  the body of the message. 
B)  truths and lies. 
C)  multiple requests. 
D)  unrelated items.

Question 7

When asking questions in a request message _____________

Accepted Answer

A)  begin with the least important question and work your way up to the most important. 
B)  avoid any open-ended questions. 
C)  ask only questions that are central to your main request. 
D)  format complicated questions so they stand out from other text. 
A)  begin with the least important question and work your way up to the most important. 
B)  avoid any open-ended questions. 
C)  ask only questions that are central to your main request. 
D)  format complicated questions so they stand out from other text.

Question 8

How should mildly disappointing information be included within a generally positive routine message?

Accepted Answer

In a generally positive routin

Question 9

Many routine requests have several parts.What guidelines should you keep in mind when your request contains a series of questions?

Accepted Answer

It is impo

Question 10

Before volunteering someone's name as a reference,always _____________

Accepted Answer

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

Question 11

When a third party is at fault,the best approach is to refer the customer to that party to resolve the problem.

Accepted Answer

A) True 
 B)False

Question 12

Requests sent to people outside the organization usually _____________

Accepted Answer

A)  use the indirect approach. 
B)  are in memo or email form. 
C)  adopt a more formal tone. 
D)  are more complex requests. 
A)  use the indirect approach. 
B)  are in memo or email form. 
C)  adopt a more formal tone. 
D)  are more complex requests.

Question 13

Because many requests are similar,companies usually develop __________ letters to respond to these repetitive queries.

Accepted Answer

The answer of Because many requests are similar,companies usually develop...

Question 14

Because a letter telling someone that he or she got the job is a legal document,you need to make sure that all statements in the letter are accurate.

Accepted Answer

A) True 
 B)False

Question 15

It's not necessary to ask someone's permission before listing his or her name as a job reference.

Accepted Answer

A) True 
 B)False

Question 16

When responding to a customer complaint about one of your company's services,you _____________

Accepted Answer

A)  soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." 
B)  use a generous, grudging tone. 
C)  use a standard form letter, with blanks left for filling in unique information in neat handwriting. 
D)  avoid blaming a specific individual or department for the problem. 
A)  soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." 
B)  use a generous, grudging tone. 
C)  use a standard form letter, with blanks left for filling in unique information in neat handwriting. 
D)  avoid blaming a specific individual or department for the problem.

Question 17

When responding to a customer request for an adjustment,it is usually sensible to assume that _____________

Accepted Answer

A)  the customer's account of the situation is truthful. 
B)  the customer's account of the situation is exaggerated. 
C)  the customer is hostile. 
D)  the customer is trying to pull a fast one. 
A)  the customer's account of the situation is truthful. 
B)  the customer's account of the situation is exaggerated. 
C)  the customer is hostile. 
D)  the customer is trying to pull a fast one.

Question 18

A letter to a successful job applicant _____________

Accepted Answer

A)  should follow the indirect approach. 
B)  constitutes a legal job offer. 
C)  should use a formal, neutral tone. 
D)  should never be sent by email. 
A)  should follow the indirect approach. 
B)  constitutes a legal job offer. 
C)  should use a formal, neutral tone. 
D)  should never be sent by email.

Question 19

When offering condolences,it is appropriate to mention your shock and dismay.

Accepted Answer

A) True 
 B)False

Question 20

Messages of __________ recognize the contributions of employees or business associates.

Accepted Answer

The answer of Messages of __________ recognize the contributions of...

When writing a claim letter,the best way to begin is ________

In responding favourably to a claim even though the customer was at fault,should you indicate that your company was not to blame? Why or why not?

A letter telling someone that she or he got the job is a(n)__________ document,so make sure all statements are accurate.

In a claim letter,explain the problem in detail,provide back-up information,and request specific action.

You use the middle section of a routine request message to explain and __________ your request.

Using lists helps readers sort through _____________

When asking questions in a request message _____________

How should mildly disappointing information be included within a generally positive routine message?

Many routine requests have several parts.What guidelines should you keep in mind when your request contains a series of questions?

Before volunteering someone's name as a reference,always _____________

When a third party is at fault,the best approach is to refer the customer to that party to resolve the problem.

Requests sent to people outside the organization usually _____________

Because many requests are similar,companies usually develop __________ letters to respond to these repetitive queries.

Because a letter telling someone that he or she got the job is a legal document,you need to make sure that all statements in the letter are accurate.

It's not necessary to ask someone's permission before listing his or her name as a job reference.

When responding to a customer complaint about one of your company's services,you _____________

When responding to a customer request for an adjustment,it is usually sensible to assume that _____________

A letter to a successful job applicant _____________

When offering condolences,it is appropriate to mention your shock and dismay.

Messages of __________ recognize the contributions of employees or business associates.

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Listening and Nonverbal Communication

Communicating Interculturally

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Filters

Exam 8: Writing Routine and Positive Messages

When writing a claim letter,the best way to begin is ________

In responding favourably to a claim even though the customer was at fault,should you indicate that your company was not to blame? Why or why not?

A letter telling someone that she or he got the job is a(n)__________ document,so make sure all statements are accurate.

In a claim letter,explain the problem in detail,provide back-up information,and request specific action.

You use the middle section of a routine request message to explain and __________ your request.

Using lists helps readers sort through _____________

When asking questions in a request message _____________

How should mildly disappointing information be included within a generally positive routine message?

Many routine requests have several parts.What guidelines should you keep in mind when your request contains a series of questions?

Before volunteering someone's name as a reference,always _____________

When a third party is at fault,the best approach is to refer the customer to that party to resolve the problem.

Requests sent to people outside the organization usually _____________

Because many requests are similar,companies usually develop __________ letters to respond to these repetitive queries.

Because a letter telling someone that he or she got the job is a legal document,you need to make sure that all statements in the letter are accurate.

It's not necessary to ask someone's permission before listing his or her name as a job reference.

When responding to a customer complaint about one of your company's services,you _____________

When responding to a customer request for an adjustment,it is usually sensible to assume that _____________

A letter to a successful job applicant _____________

When offering condolences,it is appropriate to mention your shock and dismay.

Messages of __________ recognize the contributions of employees or business associates.

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Listening and Nonverbal Communication

Communicating Interculturally

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Filters