Question 1

When responding to questions face-to-face,how should the response be organized?

Accepted Answer

A) By asking for clarification 
B) Using the same format you would use if you were responding in writing 
C) Using an indirect format 
D) Using the same format as a goodwill message 
E) Using a direct format 
A) By asking for clarification 
B) Using the same format you would use if you were responding in writing 
C) Using an indirect format 
D) Using the same format as a goodwill message 
E) Using a direct format

Question 2

Which of the following is an example of a routine business request?

Accepted Answer

A) Asking your manager to grant you the leave which he had cancelled earlier 
B) Explaining a travel expense to the accounting department 
C) Persuading a client to postpone a project so that your company can take the job 
D) Asking your team leader to extend the project deadline 
E) Persuading your team leader to let you work in a flexible schedule 
A) Asking your manager to grant you the leave which he had cancelled earlier 
B) Explaining a travel expense to the accounting department 
C) Persuading a client to postpone a project so that your company can take the job 
D) Asking your team leader to extend the project deadline 
E) Persuading your team leader to let you work in a flexible schedule

Question 3

When using an online tool to schedule a meeting,which of the following should be included in the title?

Accepted Answer

A) Name of the meeting 
B) Where,when and what type of meeting is being scheduled 
C) What attachments are included 
D) When the auto reminder will be sent 
E) When you need availability responses by 
A) Name of the meeting 
B) Where,when and what type of meeting is being scheduled 
C) What attachments are included 
D) When the auto reminder will be sent 
E) When you need availability responses by

Question 4

Which of the following is a common guideline for using texting apps to communicate with clients and customers?

Accepted Answer

A) Incorporate auto-correct features to replace proofreading efforts 
B) Do not use complete sentences and abbreviate words whenever possible 
C) Only use the secure programs provided by the organization 
D) Include in all a salutation and well-developed sentences as you would with an email 
E) Always respond within 30 seconds to avoid being rude 
A) Incorporate auto-correct features to replace proofreading efforts 
B) Do not use complete sentences and abbreviate words whenever possible 
C) Only use the secure programs provided by the organization 
D) Include in all a salutation and well-developed sentences as you would with an email 
E) Always respond within 30 seconds to avoid being rude

Question 5

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 6

Discuss why it is important to use the "you" perspective in your request messages.

Accepted Answer

Your audience will be more receptive to

Question 7

When placing a request within a message,phrase it so that you simply need to imply what you are asking.

Accepted Answer

A) True 
 B)False

Question 8

Routine business messages ________.

Accepted Answer

A) require you to persuade your audience 
B) necessitate thinking about how to prevent your audience from being upset 
C) can be very lengthy and quite complicated 
D) are never challenging to write 
E) require that you be clear,complete,and respectful 
A) require you to persuade your audience 
B) necessitate thinking about how to prevent your audience from being upset 
C) can be very lengthy and quite complicated 
D) are never challenging to write 
E) require that you be clear,complete,and respectful

Question 9

Can the recipient be disadvantaged or hurt if the material in the email is shared with the bcc readers and the recipient doesn't know it? If you can answer "yes" to either of these two questions,then do not use the bcc feature.

Accepted Answer

Using the bcc feature basicall

Question 10

A message that only hints at why you are writing is a(n)________.

Accepted Answer

A) implicit request 
B) direct request 
C) formal request 
D) persuasive request 
E) goodwill message 
A) implicit request 
B) direct request 
C) formal request 
D) persuasive request 
E) goodwill message

Question 11

Which of the following is an example of a routine business message that provides instructions?

Accepted Answer

A) Notifying customers of a price increase 
B) Explaining how to complete a requisition form 
C) Confirming a project deadline with a client 
D) Informing a coworker that you have the data she requested 
E) Requesting assistance on a project from a colleague 
A) Notifying customers of a price increase 
B) Explaining how to complete a requisition form 
C) Confirming a project deadline with a client 
D) Informing a coworker that you have the data she requested 
E) Requesting assistance on a project from a colleague

Question 12

________ are advantages that your audience directly receives from complying with your request.

Accepted Answer

A) Internal benefits 
B) Accusatory statements 
C) External benefits 
D) Statements of gratitude 
E) Calls for action 
A) Internal benefits 
B) Accusatory statements 
C) External benefits 
D) Statements of gratitude 
E) Calls for action

Question 13

When sending a text message to a coworker,you should expect a quick response.

Accepted Answer

A) True 
 B)False

Question 14

Why might a thank-you note that is considered perfectly appropriate in America be considered inappropriate in an Asian culture?

Accepted Answer

While showing appreciation for the effor

Question 15

What type of request message would benefit from more explanation and persuasion than usual?

Accepted Answer

A) When asking for a favor 
B) When providing instructions 
C) When responding to claims 
D) When confirming information 
E) When granting a request 
A) When asking for a favor 
B) When providing instructions 
C) When responding to claims 
D) When confirming information 
E) When granting a request

Question 16

It is appropriate to use blind carbon copy in an email,as long as the use promotes the success of the organization.

Accepted Answer

A) True 
 B)False

Question 17

How can a company turn an unhappy customer into a brand advocate?

Accepted Answer

A) By avoiding social media tools 
B) By granting the claim or request 
C) By explaining how the customer was at fault 
D) By identifying a solution 
E) By allowing the customer to post feedback on social media outlets such as Yelp 
A) By avoiding social media tools 
B) By granting the claim or request 
C) By explaining how the customer was at fault 
D) By identifying a solution 
E) By allowing the customer to post feedback on social media outlets such as Yelp

Question 18

When would the indirect approach be a better choice for your message?

Accepted Answer

A) When you wish to take a more formal approach with the audience 
B) When you want to have more time to develop the message 
C) When it is critical the audience immediately understands your needs 
D) When your audience will not understand your request with context 
E) When the audience is likely to comply with your request 
A) When you wish to take a more formal approach with the audience 
B) When you want to have more time to develop the message 
C) When it is critical the audience immediately understands your needs 
D) When your audience will not understand your request with context 
E) When the audience is likely to comply with your request

Question 19

When sharing information you think the audience will appreciate,a "for-your-information" message is appropriate.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is an external benefit of using the "you" perspective?

Accepted Answer

A) Less work for your audience 
B) Increased professional recognition for your audience 
C) Financial gains for your audience 
D) Positive effects on people your audience cares about 
E) Conditions that allow your audience to get their work done 
A) Less work for your audience 
B) Increased professional recognition for your audience 
C) Financial gains for your audience 
D) Positive effects on people your audience cares about 
E) Conditions that allow your audience to get their work done

When responding to questions face-to-face,how should the response be organized?

Which of the following is an example of a routine business request?

When using an online tool to schedule a meeting,which of the following should be included in the title?

Which of the following is a common guideline for using texting apps to communicate with clients and customers?

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

Discuss why it is important to use the "you" perspective in your request messages.

When placing a request within a message,phrase it so that you simply need to imply what you are asking.

Routine business messages ________.

Can the recipient be disadvantaged or hurt if the material in the email is shared with the bcc readers and the recipient doesn't know it? If you can answer "yes" to either of these two questions,then do not use the bcc feature.

A message that only hints at why you are writing is a(n)________.

Which of the following is an example of a routine business message that provides instructions?

________ are advantages that your audience directly receives from complying with your request.

When sending a text message to a coworker,you should expect a quick response.

Why might a thank-you note that is considered perfectly appropriate in America be considered inappropriate in an Asian culture?

What type of request message would benefit from more explanation and persuasion than usual?

It is appropriate to use blind carbon copy in an email,as long as the use promotes the success of the organization.

How can a company turn an unhappy customer into a brand advocate?

When would the indirect approach be a better choice for your message?

When sharing information you think the audience will appreciate,a "for-your-information" message is appropriate.

Which of the following is an external benefit of using the "you" perspective?

Developing Your Professional Presence

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process: Analyzing, Composing, Evaluating

Communicating Persuasive Messages

Communicating Bad News

Using Social Media in Business

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés, Cover Letters, and Interviews

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Exam 4: Communicating Routine Messages and Building Goodwill

When responding to questions face-to-face,how should the response be organized?

Which of the following is an example of a routine business request?

When using an online tool to schedule a meeting,which of the following should be included in the title?

Which of the following is a common guideline for using texting apps to communicate with clients and customers?

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

Discuss why it is important to use the "you" perspective in your request messages.

When placing a request within a message,phrase it so that you simply need to imply what you are asking.

Routine business messages ________.

Can the recipient be disadvantaged or hurt if the material in the email is shared with the bcc readers and the recipient doesn't know it? If you can answer "yes" to either of these two questions,then do not use the bcc feature.

A message that only hints at why you are writing is a(n)________.

Which of the following is an example of a routine business message that provides instructions?

________ are advantages that your audience directly receives from complying with your request.

When sending a text message to a coworker,you should expect a quick response.

Why might a thank-you note that is considered perfectly appropriate in America be considered inappropriate in an Asian culture?

What type of request message would benefit from more explanation and persuasion than usual?

It is appropriate to use blind carbon copy in an email,as long as the use promotes the success of the organization.

How can a company turn an unhappy customer into a brand advocate?

When would the indirect approach be a better choice for your message?

When sharing information you think the audience will appreciate,a "for-your-information" message is appropriate.

Which of the following is an external benefit of using the "you" perspective?

Developing Your Professional Presence

Working With Others: Interpersonal, Intercultural, and Team Communication

Managing the Communication Process: Analyzing, Composing, Evaluating

Communicating Persuasive Messages

Communicating Bad News

Using Social Media in Business

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés, Cover Letters, and Interviews

Filters