Question 1

Stating that "It's our policy" is a useful way of explaining why you can't respond to a reader's complaint in the way the reader desires.

Accepted Answer

A) True 
 B)False  False

Question 2

Explain how to leave a strong voice-mail message.

Accepted Answer

Answers must discuss the following: Follow these guidelines when leaving a voice mail message:
-Give your name and phone number early in the message.
-Summarize the purpose of your message in a sentence or two.
-Give the recipient enough information to act.
-Tell when you'll be at your desk to receive a return call.

Question 3

In a memo with headings, the first paragraph does not have a heading.

Accepted Answer

A) True 
 B)False  True

Question 4

When summarizing a visit to a client for others in your organization to read, you should write a chronological account.

Accepted Answer

A) True 
 B)False

Question 5

A(n) ____________ is carefully designed with conventional format, no more than 1-2 pages long, beginning with an attention grabbing headline, and with ending contact information.

Accepted Answer

The answer of A(n) ____________ is carefully designed with conventional...

Question 6

Reader benefits are necessary only when readers will disagree with your main point.

Accepted Answer

A) True 
 B)False

Question 7

Some writers still treat e-mail messages as informal letters beginning with a salutation and closing with a signature block.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following strategies is the BEST explanation of where and how to present negative elements in a routine message?

Accepted Answer

A) Place them at the beginning, to get them out of the way and help the reader focus on the positive throughout the rest of the message 
B) Place them in the middle (so that the first and last impressions in the message remain positive), and present them as positively as possible, but make sure they're clear 
C) Leave them out entirely; they're not appropriate material for routine messages 
D) Place them at the end, so that less committed readers may miss them altogether 
A) Place them at the beginning, to get them out of the way and help the reader focus on the positive throughout the rest of the message 
B) Place them in the middle (so that the first and last impressions in the message remain positive), and present them as positively as possible, but make sure they're clear 
C) Leave them out entirely; they're not appropriate material for routine messages 
D) Place them at the end, so that less committed readers may miss them altogether

Question 9

A company is announcing that employees can now be reimbursed for tuition for courses leading to bachelor's or master's degrees.Which of the following is the BEST subject line?

Accepted Answer

A) Education Reimbursement Policy 
B) New Tuition Reimbursement Program 
C) Details on How You Can Be Reimbursed for Tuition for Courses Leading to Bachelor's and Master's Degrees 
D) Have You Thought About Going Back to School? 
A) Education Reimbursement Policy 
B) New Tuition Reimbursement Program 
C) Details on How You Can Be Reimbursed for Tuition for Courses Leading to Bachelor's and Master's Degrees 
D) Have You Thought About Going Back to School?

Question 10

___________ is preprinted stationary with the organization's name, logo, address, and phone number on it.

Accepted Answer

The answer of ___________ is preprinted stationary with the organization's...

Question 11

List in order the five steps normally followed in organizing routine messages, and explain what their functions are.

Accepted Answer

Answers must cover the following: Routin

Question 12

Which of the following is NOT a characteristic of a strong subject line?

Accepted Answer

A) It is specific. 
B) It is creative and intriguing. 
C) It is concise. 
D) It is appropriate to the nature of the message. 
A) It is specific. 
B) It is creative and intriguing. 
C) It is concise. 
D) It is appropriate to the nature of the message.

Question 13

In a short routine message, the best strategy for ending the message may be to just stop.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is NOT true of e-mail etiquette?

Accepted Answer

A) Include an accurate, concise, and specific subject line. 
B) Never send angry or emotional messages. 
C) Combine topics or purposes to cut down on the number of e-mails that you need to send. 
D) Forward e-mails only when they are not confidential and you are confident about the source 
A) Include an accurate, concise, and specific subject line. 
B) Never send angry or emotional messages. 
C) Combine topics or purposes to cut down on the number of e-mails that you need to send. 
D) Forward e-mails only when they are not confidential and you are confident about the source

Question 15

Which of the following is LEAST likely to be useful to readers in a transmittal explaining what you are sending?

Accepted Answer

A) Any action or response required of the reader 
B) A summary of the main points in the document 
C) A detailed account of the contents in the document 
D) Any special circumstances or information that will help the reader understand the document 
A) Any action or response required of the reader 
B) A summary of the main points in the document 
C) A detailed account of the contents in the document 
D) Any special circumstances or information that will help the reader understand the document

Question 16

Block format is now the standard in formatting business letters.

Accepted Answer

A) True 
 B)False

Question 17

Routine messages should start by announcing any good news and summarizing the message's main points.

Accepted Answer

A) True 
 B)False

Question 18

_____ copies are copies of letters that are distributed to additional recipients, without mentioning this fact on the original letter.

Accepted Answer

The answer of _____ copies are copies of letters that...

Question 19

You are writing to a new client whom you met for the first time only the previous week.Which of the following would be the BEST complimentary close?

Accepted Answer

A) Sincerely 
B) Thanks! 
C) Yours respectfully 
D) Looking forward to working together 
A) Sincerely 
B) Thanks! 
C) Yours respectfully 
D) Looking forward to working together

Question 20

When should you include reader benefits in routine messages? Also, since these messages aren't negative messages, why do they need to focus on reader benefits at all? Discuss specific examples to illustrate your ideas.

Accepted Answer

Good answers will explain the types of s

Stating that "It's our policy" is a useful way of explaining why you can't respond to a reader's complaint in the way the reader desires.

Explain how to leave a strong voice-mail message.

In a memo with headings, the first paragraph does not have a heading.

When summarizing a visit to a client for others in your organization to read, you should write a chronological account.

A(n) ____________ is carefully designed with conventional format, no more than 1-2 pages long, beginning with an attention grabbing headline, and with ending contact information.

Reader benefits are necessary only when readers will disagree with your main point.

Some writers still treat e-mail messages as informal letters beginning with a salutation and closing with a signature block.

Which of the following strategies is the BEST explanation of where and how to present negative elements in a routine message?

A company is announcing that employees can now be reimbursed for tuition for courses leading to bachelor's or master's degrees.Which of the following is the BEST subject line?

___________ is preprinted stationary with the organization's name, logo, address, and phone number on it.

List in order the five steps normally followed in organizing routine messages, and explain what their functions are.

Which of the following is NOT a characteristic of a strong subject line?

In a short routine message, the best strategy for ending the message may be to just stop.

Which of the following is NOT true of e-mail etiquette?

Which of the following is LEAST likely to be useful to readers in a transmittal explaining what you are sending?

Block format is now the standard in formatting business letters.

Routine messages should start by announcing any good news and summarizing the message's main points.

_____ copies are copies of letters that are distributed to additional recipients, without mentioning this fact on the original letter.

You are writing to a new client whom you met for the first time only the previous week.Which of the following would be the BEST complimentary close?

When should you include reader benefits in routine messages? Also, since these messages aren't negative messages, why do they need to focus on reader benefits at all? Discuss specific examples to illustrate your ideas.

Communicating in a Changing Business World

Adapting to Audiences

Planning, Composing, and Revising

Designing Documents, Slides, and Screens

Communicating Across Cultures

Working and Writing in Teams

Negative Messages

Persuasive and Sales Messages

Planning, Researching, and Documenting Reports

Writing Proposals and Reports

Making Oral Presentations

Employment Communications

Filters

Exam 7: Routine Messages

Stating that "It's our policy" is a useful way of explaining why you can't respond to a reader's complaint in the way the reader desires.

Explain how to leave a strong voice-mail message.

In a memo with headings, the first paragraph does not have a heading.

When summarizing a visit to a client for others in your organization to read, you should write a chronological account.

A(n) ____________ is carefully designed with conventional format, no more than 1-2 pages long, beginning with an attention grabbing headline, and with ending contact information.

Reader benefits are necessary only when readers will disagree with your main point.

Some writers still treat e-mail messages as informal letters beginning with a salutation and closing with a signature block.

Which of the following strategies is the BEST explanation of where and how to present negative elements in a routine message?

A company is announcing that employees can now be reimbursed for tuition for courses leading to bachelor's or master's degrees.Which of the following is the BEST subject line?

___________ is preprinted stationary with the organization's name, logo, address, and phone number on it.

List in order the five steps normally followed in organizing routine messages, and explain what their functions are.

Which of the following is NOT a characteristic of a strong subject line?

In a short routine message, the best strategy for ending the message may be to just stop.

Which of the following is NOT true of e-mail etiquette?

Which of the following is LEAST likely to be useful to readers in a transmittal explaining what you are sending?

Block format is now the standard in formatting business letters.

Routine messages should start by announcing any good news and summarizing the message's main points.

_____ copies are copies of letters that are distributed to additional recipients, without mentioning this fact on the original letter.

You are writing to a new client whom you met for the first time only the previous week.Which of the following would be the BEST complimentary close?

When should you include reader benefits in routine messages? Also, since these messages aren't negative messages, why do they need to focus on reader benefits at all? Discuss specific examples to illustrate your ideas.

Communicating in a Changing Business World

Adapting to Audiences

Planning, Composing, and Revising

Designing Documents, Slides, and Screens

Communicating Across Cultures

Working and Writing in Teams

Negative Messages

Persuasive and Sales Messages

Planning, Researching, and Documenting Reports

Writing Proposals and Reports

Making Oral Presentations

Employment Communications

Filters