Question 1

When making an unusual or complex request,it is best to

Accepted Answer

A)  ask all at once, even if it makes results in one long and complicated question. 
B)  use passive voice to state what is wanted. 
C)  break it down into specific, individual questions. 
D)  use a particularly demanding tone. 
E)  warn the audience that they might struggle to understand it. 
A)  ask all at once, even if it makes results in one long and complicated question. 
B)  use passive voice to state what is wanted. 
C)  break it down into specific, individual questions. 
D)  use a particularly demanding tone. 
E)  warn the audience that they might struggle to understand it.

Question 2

What is a news release?

Accepted Answer

A news release (or press release)is a sp

Question 3

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 important to ask the most importan

Question 4

When asked to write a letter of recommendation for a poorly performing employee,you should never refuse to do so.

Accepted Answer

A) True 
 B)False

Question 5

When a company grants a customer's claim or request for adjustment,

Accepted Answer

A)  the customer is still likely to take his or her business elsewhere. 
B)  the customer is likely to tell more people about it than if the matter was handled poorly. 
C)  it opens the door to frivolous lawsuits. 
D)  the customer is likely to be even more loyal than before. 
E)  it sends the message that the company is unsuccessful. 
A)  the customer is still likely to take his or her business elsewhere. 
B)  the customer is likely to tell more people about it than if the matter was handled poorly. 
C)  it opens the door to frivolous lawsuits. 
D)  the customer is likely to be even more loyal than before. 
E)  it sends the message that the company is unsuccessful.

Question 6

What potential legal problem can result from writing a critical recommendation letter?

Accepted Answer

Negative letters of recommendation have

Question 7

If you are applying for a job,you may need to ask a professional associate to write a letter of ________.

Accepted Answer

recommendation OR reference
Explanation:

Question 8

If the middle section of your request letter contains a series of questions,the most important question should be saved for last.

Accepted Answer

A) True 
 B)False

Question 9

How does a social media release differ from a traditional press release?

Accepted Answer

A social media release emphasizes bullet

Question 10

Describe the three-step strategy for writing a routine request.

Accepted Answer

Start with a clear statement of your rea

Question 11

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

Accepted Answer

A)  if you handle the situation well, the customer will be even more loyal than before. 
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. 
E)  the customer will no longer do business with you, even if you grant the request. 
A)  if you handle the situation well, the customer will be even more loyal than before. 
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. 
E)  the customer will no longer do business with you, even if you grant the request.

Question 12

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

Accepted Answer

A) True 
 B)False

Question 13

In emailing a vendor for an update on the ship date of your order,what elements should you include in the closing of your request?

Accepted Answer

The closing for an effective routine req

Question 14

When responding to claim letters,companies usually accept the customer's explanation of the problem.

Accepted Answer

A) True 
 B)False

Question 15

If a customer requesting an adjustment is at fault for the problem,the best response is often to

Accepted Answer

A)  refuse the claim without any explanation. 
B)  refuse the claim, but assertively point out the customer's mistake. 
C)  honor the claim but do so grudgingly. 
D)  honor the claim but diplomatically explain that your firm was not entirely at fault. 
E)  tell the customer he or she is lucky you're not pursuing legal action. 
A)  refuse the claim without any explanation. 
B)  refuse the claim, but assertively point out the customer's mistake. 
C)  honor the claim but do so grudgingly. 
D)  honor the claim but diplomatically explain that your firm was not entirely at fault. 
E)  tell the customer he or she is lucky you're not pursuing legal action.

Question 16

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

Accepted Answer

A)  to be avoided in routine positive messages. 
B)  a good way to build customer relationships. 
C)  an important part of all negative responses to claim letters. 
D)  insulting and self-serving, unless you include a check or free product. 
E)  all of the above. 
A)  to be avoided in routine positive messages. 
B)  a good way to build customer relationships. 
C)  an important part of all negative responses to claim letters. 
D)  insulting and self-serving, unless you include a check or free product. 
E)  all of the above.

Question 17

It's best to back up all claims and requests for adjustments with invoices,sales receipts,and so on and to send copies to the company and keep the originals.

Accepted Answer

A) True 
 B)False

Question 18

When sending a positive message to a customer,it is a good idea to reassure the customer that he or she has made a wise purchase.

Accepted Answer

A) True 
 B)False

Question 19

When replying to a customer's complaint when your company is at fault,be sure to list the names of all employees who were involved in the error.

Accepted Answer

A) True 
 B)False

Question 20

When making a routine request,you should

Accepted Answer

A)  use the inductive plan. 
B)  assume that the audience will comply. 
C)  demand immediate action. 
D)  explain the consequences of failing to comply. 
E)  assume that the audience will not comply. 
A)  use the inductive plan. 
B)  assume that the audience will comply. 
C)  demand immediate action. 
D)  explain the consequences of failing to comply. 
E)  assume that the audience will not comply.

When making an unusual or complex request,it is best to

What is a news release?

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

When asked to write a letter of recommendation for a poorly performing employee,you should never refuse to do so.

When a company grants a customer's claim or request for adjustment,

What potential legal problem can result from writing a critical recommendation letter?

If you are applying for a job,you may need to ask a professional associate to write a letter of ________.

If the middle section of your request letter contains a series of questions,the most important question should be saved for last.

How does a social media release differ from a traditional press release?

Describe the three-step strategy for writing a routine request.

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

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

In emailing a vendor for an update on the ship date of your order,what elements should you include in the closing of your request?

When responding to claim letters,companies usually accept the customer's explanation of the problem.

If a customer requesting an adjustment is at fault for the problem,the best response is often to

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

It's best to back up all claims and requests for adjustments with invoices,sales receipts,and so on and to send copies to the company and keep the originals.

When sending a positive message to a customer,it is a good idea to reassure the customer that he or she has made a wise purchase.

When replying to a customer's complaint when your company is at fault,be sure to list the names of all employees who were involved in the error.

When making a routine request,you should

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

When making an unusual or complex request,it is best to

What is a news release?

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

When asked to write a letter of recommendation for a poorly performing employee,you should never refuse to do so.

When a company grants a customer's claim or request for adjustment,

What potential legal problem can result from writing a critical recommendation letter?

If you are applying for a job,you may need to ask a professional associate to write a letter of ________.

If the middle section of your request letter contains a series of questions,the most important question should be saved for last.

How does a social media release differ from a traditional press release?

Describe the three-step strategy for writing a routine request.

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

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

In emailing a vendor for an update on the ship date of your order,what elements should you include in the closing of your request?

When responding to claim letters,companies usually accept the customer's explanation of the problem.

If a customer requesting an adjustment is at fault for the problem,the best response is often to

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

It's best to back up all claims and requests for adjustments with invoices,sales receipts,and so on and to send copies to the company and keep the originals.

When sending a positive message to a customer,it is a good idea to reassure the customer that he or she has made a wise purchase.

When replying to a customer's complaint when your company is at fault,be sure to list the names of all employees who were involved in the error.

When making a routine request,you should

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