Question 1

In a letter agreeing to make an adjustment even though the buyer technically was at fault,a courteous tone is less important.

Accepted Answer

A) True 
 B)False  False

Question 2

A routine positive message should never include negative information.

Accepted Answer

A) True 
 B)False  False

Question 3

Unlike a claim,a request for adjustment

Accepted Answer

A)  is a formal complaint. 
B)  should be phrased in a more aggressive tone. 
C)  does not require supporting documentation. 
D)  seeks a specific settlement. 
E)  should always open with a buffer. 
A)  is a formal complaint. 
B)  should be phrased in a more aggressive tone. 
C)  does not require supporting documentation. 
D)  seeks a specific settlement. 
E)  should always open with a buffer. D

Question 4

Requesting references before extending credit

Accepted Answer

A)  was once common, but not anymore. 
B)  happens only when the applicant has a very poor credit rating. 
C)  is illegal in the U.S. 
D)  is just a diplomatic way of denying applications. 
E)  is a common practice. 
A)  was once common, but not anymore. 
B)  happens only when the applicant has a very poor credit rating. 
C)  is illegal in the U.S. 
D)  is just a diplomatic way of denying applications. 
E)  is a common practice.

Question 5

In the final section of a request message,you should thank the reader in advance for cooperating.

Accepted Answer

A) True 
 B)False

Question 6

When responding to a claim when your company is at fault,it is best to

Accepted Answer

A)  avoid sympathizing with the customer, since it can lead to lawsuits. 
B)  do all you can to discourage any need for follow-up. 
C)  take (or assign) personal responsibility for setting matters straight. 
D)  be vague about when the claim may be resolved. 
E)  wait at least two weeks before you respond. 
A)  avoid sympathizing with the customer, since it can lead to lawsuits. 
B)  do all you can to discourage any need for follow-up. 
C)  take (or assign) personal responsibility for setting matters straight. 
D)  be vague about when the claim may be resolved. 
E)  wait at least two weeks before you respond.

Question 7

The closing section of a positive message

Accepted Answer

A)  highlights a benefit to the audience or expresses goodwill. 
B)  states the main idea. 
C)  is the longest part. 
D)  provides resale information. 
E)  should usually include a joke or personal comment. 
A)  highlights a benefit to the audience or expresses goodwill. 
B)  states the main idea. 
C)  is the longest part. 
D)  provides resale information. 
E)  should usually include a joke or personal comment.

Question 8

When answering requests and a potential sale is involved,one important goal is to

Accepted Answer

A)  leave your audience with a good impression of you and your firm. 
B)  provide negative information about any possible competitors. 
C)  use hard sell techniques to pressure the reader into making the purchase. 
D)  make negative comments about your competition. 
E)  none of the above. 
A)  leave your audience with a good impression of you and your firm. 
B)  provide negative information about any possible competitors. 
C)  use hard sell techniques to pressure the reader into making the purchase. 
D)  make negative comments about your competition. 
E)  none of the above.

Question 9

Dissatisfied customers can request a(n)________,or claim settlement.

Accepted Answer

adjustment
Explanation: If you

Question 10

When writing a condolence message about a loss,you should always use comforting poetic expressions such as "life is for the living."

Accepted Answer

A) True 
 B)False

Question 11

A new co-worker recently won a prestigious award for her work on green technologies.Since you do not know her well,you should not send a note to congratulate her on the achievement.

Accepted Answer

A) True 
 B)False

Question 12

When asking multiple 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)  begin with the most important question. 
D)  weave your questions into the rest of the content of your message. 
E)  combine as many questions as possible into one. 
A)  begin with the least important question and work your way up to the most important. 
B)  avoid any open-ended questions. 
C)  begin with the most important question. 
D)  weave your questions into the rest of the content of your message. 
E)  combine as many questions as possible into one.

Question 13

List at least three guidelines to follow when writing condolence messages.

Accepted Answer

Messages expressing sympathy are best wh

Question 14

As you explain and justify your request,you should try to point out how complying with the request could benefit the reader.

Accepted Answer

A) True 
 B)False

Question 15

Refusing to write a recommendation letter

Accepted Answer

A)  should be avoided at all costs. 
B)  is unnecessary, since you can simply "forget" to write one if you decide against it. 
C)  is unethical, even if you have misgivings about the candidate. 
D)  is more risky than writing a negative letter. 
E)  is the best option if a candidate has serious shortcomings. 
A)  should be avoided at all costs. 
B)  is unnecessary, since you can simply "forget" to write one if you decide against it. 
C)  is unethical, even if you have misgivings about the candidate. 
D)  is more risky than writing a negative letter. 
E)  is the best option if a candidate has serious shortcomings.

Question 16

List the three major categories of common routine requests.

Accepted Answer

The three major types of routine request

Question 17

The opening of a request for a recommendation should include

Accepted Answer

A)  a buffer. 
B)  a statement implying that you're applying for a position. 
C)  a statement of why the recommendation is needed. 
D)  an apology for bothering the reader. 
E)  a comment that you don't mind if the writer overstates your qualifications. 
A)  a buffer. 
B)  a statement implying that you're applying for a position. 
C)  a statement of why the recommendation is needed. 
D)  an apology for bothering the reader. 
E)  a comment that you don't mind if the writer overstates your qualifications.

Question 18

In closing a request for a recommendation,you should include

Accepted Answer

A)  an expression of appreciation. 
B)  an indication that you've enclosed a stamped, preaddressed envelope. 
C)  the full name and address of the person to whom the letter should be sent. 
D)  none of the above. 
E)  all of the above. 
A)  an expression of appreciation. 
B)  an indication that you've enclosed a stamped, preaddressed envelope. 
C)  the full name and address of the person to whom the letter should be sent. 
D)  none of the above. 
E)  all of the above.

Question 19

Explain what you should include in an effective recommendation letter.

Accepted Answer

A successful recommendation letter inclu

Question 20

Excluding important negative information about a candidate in a recommendation letter

Accepted Answer

A)  is expected-otherwise no one would be able to get a good job. 
B)  has led some employers to sue after hiring the candidate and discovering problems. 
C)  is the only way to prevent the candidate from suing you. 
D)  is okay, as long as you explain to the candidate that you are doing it. 
E)  is fine unless you have a business relationship with the recipient of your letter. 
A)  is expected-otherwise no one would be able to get a good job. 
B)  has led some employers to sue after hiring the candidate and discovering problems. 
C)  is the only way to prevent the candidate from suing you. 
D)  is okay, as long as you explain to the candidate that you are doing it. 
E)  is fine unless you have a business relationship with the recipient of your letter.

In a letter agreeing to make an adjustment even though the buyer technically was at fault,a courteous tone is less important.

A routine positive message should never include negative information.

Unlike a claim,a request for adjustment

Requesting references before extending credit

In the final section of a request message,you should thank the reader in advance for cooperating.

When responding to a claim when your company is at fault,it is best to

The closing section of a positive message

When answering requests and a potential sale is involved,one important goal is to

Dissatisfied customers can request a(n)________,or claim settlement.

When writing a condolence message about a loss,you should always use comforting poetic expressions such as "life is for the living."

A new co-worker recently won a prestigious award for her work on green technologies.Since you do not know her well,you should not send a note to congratulate her on the achievement.

When asking multiple questions in a request message

List at least three guidelines to follow when writing condolence messages.

As you explain and justify your request,you should try to point out how complying with the request could benefit the reader.

Refusing to write a recommendation letter

List the three major categories of common routine requests.

The opening of a request for a recommendation should include

In closing a request for a recommendation,you should include

Explain what you should include in an effective recommendation letter.

Excluding important negative information about a candidate in a recommendation letter

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

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

Handbook of Grammar, Mechanics, and Usage

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Exam 8: Writing Routine and Positive Messages

In a letter agreeing to make an adjustment even though the buyer technically was at fault,a courteous tone is less important.

A routine positive message should never include negative information.

Unlike a claim,a request for adjustment

Requesting references before extending credit

In the final section of a request message,you should thank the reader in advance for cooperating.

When responding to a claim when your company is at fault,it is best to

The closing section of a positive message

When answering requests and a potential sale is involved,one important goal is to

Dissatisfied customers can request a(n)________,or claim settlement.

When writing a condolence message about a loss,you should always use comforting poetic expressions such as "life is for the living."

A new co-worker recently won a prestigious award for her work on green technologies.Since you do not know her well,you should not send a note to congratulate her on the achievement.

When asking multiple questions in a request message

List at least three guidelines to follow when writing condolence messages.

As you explain and justify your request,you should try to point out how complying with the request could benefit the reader.

Refusing to write a recommendation letter

List the three major categories of common routine requests.

The opening of a request for a recommendation should include

In closing a request for a recommendation,you should include

Explain what you should include in an effective recommendation letter.

Excluding important negative information about a candidate in a recommendation letter

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

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

Handbook of Grammar, Mechanics, and Usage

Filters