Question 1

When writing business letters to foreign countries, use figures to express months and years such as 06/09/13 because figures are concise and easily recognized.

Accepted Answer

A) True 
 B)False  False

Question 2

Messages explaining instructions will be most readable if you

Accepted Answer

A)  divide the instructions into steps and list the steps in the order in which they are to be performed. 
B)  the steps are arranged vertically with numbers. 
C)  begin each step with an action verb using the imperative (command) mood rather than the indicative mood. 
D)  All of these choices. 
A)  divide the instructions into steps and list the steps in the order in which they are to be performed. 
B)  the steps are arranged vertically with numbers. 
C)  begin each step with an action verb using the imperative (command) mood rather than the indicative mood. 
D)  All of these choices. D

Question 3

Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.

Accepted Answer

A) True 
 B)False  False

Question 4

Please provide answers to these questions by August 15 to allow us to make a decision before our next fiscal year begins is an effective closing for a letter requesting action.

Accepted Answer

A) True 
 B)False

Question 5

When replying to a customer's request for information, supply only the answers.Promoting your organization and products might appear to be pushy to the reader.

Accepted Answer

A) True 
 B)False

Question 6

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

Accepted Answer

A) True 
 B)False

Question 7

Most routine request and response messages should be organized using the indirect strategy.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following statements about direct claims is most accurate?

Accepted Answer

A)  Written claims are taken more seriously than claims made by phone or e-mail. 
B)  Direct claims require persuasion. 
C)  When you have a direct claim, your first step should always be to write a claim letter. 
D)  Direct claims should be written using the indirect pattern. 
A)  Written claims are taken more seriously than claims made by phone or e-mail. 
B)  Direct claims require persuasion. 
C)  When you have a direct claim, your first step should always be to write a claim letter. 
D)  Direct claims should be written using the indirect pattern.

Question 9

Instructions will be most readable if the steps are presented in a horizontal list.

Accepted Answer

A) True 
 B)False

Question 10

What is the most accurate statement about memos in the workplace?

Accepted Answer

A)  E-mail has made memos completely obsolete. 
B)  Memos are still used more than e-mail in today's workplace. 
C)  Memos remain useful for internal messages that require a permanent record or formality. 
D)  Memos are primarily useful for sending confidential and sensitive information to external readers. 
A)  E-mail has made memos completely obsolete. 
B)  Memos are still used more than e-mail in today's workplace. 
C)  Memos remain useful for internal messages that require a permanent record or formality. 
D)  Memos are primarily useful for sending confidential and sensitive information to external readers.

Question 11

Although e-mail is incredibly successful for both internal and external communication, many important messages still call for letters.Business letters are necessary in four situations.List and give a work-related example of each of these situations.

Accepted Answer

Student answers will vary:
a.When a perm

Question 12

What is the best advice for writing the body of a routine request message?

Accepted Answer

A)  Avoid using graphic devices such as lists or headings because they might confuse the reader. 
B)  Remember that the quality of the information obtained from the request depends on the clarity of your inquiry. 
C)  Make sure that the body is no longer than one paragraph. 
D)  Use the reader's name several times in the body to personalize your message. 
A)  Avoid using graphic devices such as lists or headings because they might confuse the reader. 
B)  Remember that the quality of the information obtained from the request depends on the clarity of your inquiry. 
C)  Make sure that the body is no longer than one paragraph. 
D)  Use the reader's name several times in the body to personalize your message.

Question 13

Most international business messages

Accepted Answer

A)  tend to be written in an informal, conversational manner. 
B)  should be written following generally accepted principles for writing American business letters. 
C)  use active-voice constructions. 
D)  should conform to the conventions of the receiver's country. 
A)  tend to be written in an informal, conversational manner. 
B)  should be written following generally accepted principles for writing American business letters. 
C)  use active-voice constructions. 
D)  should conform to the conventions of the receiver's country.

Question 14

You are a landlord for an office building.You just received a claim letter from a tenant asking for a refund of $2,000 for a duplicate rent payment in June.You check your records and find out that the June rent was deducted twice from the tenant's bank account.You think this must have been a bank error, but the double amount was transferred to your bank account.Write an adjustment letter to the tenant, and enclose a refund check.Write only the body of the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.

Accepted Answer

Student answers will vary.The letter sho

Question 15

Which of the following is the best example of a situation justifying a direct claim?

Accepted Answer

A)  The transmission in your car gave out within the warranty period. 
B)  A shipment arrived two weeks after it was promised. 
C)  Your credit card was billed twice for a purchase you made. 
D)  All of these choices are examples of direct claims. 
A)  The transmission in your car gave out within the warranty period. 
B)  A shipment arrived two weeks after it was promised. 
C)  Your credit card was billed twice for a purchase you made. 
D)  All of these choices are examples of direct claims.

Question 16

What is the best communication channel to use when a persuasive, well-considered message is required?

Accepted Answer

A)  E-mail 
B)  Letter 
C)  Memo 
D)  Text message 
A)  E-mail 
B)  Letter 
C)  Memo 
D)  Text message

Question 17

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

Accepted Answer

A) True 
 B)False

Question 18

Instruction messages are identical to policy and official procedure documents.

Accepted Answer

A) True 
 B)False

Question 19

What is the least accurate statement about routine response messages?

Accepted Answer

A)  A response message written on company stationery or sent using a company e-mail address is a legally binding contract. 
B)  In addition to supplying answers, a response message should promote your organization and products. 
C)  Routine response messages generally use the indirect organizational pattern. 
D)  Use the subject line of a reply letter to refer to an earlier correspondence so that you can omit this reference in the opening of your letter. 
A)  A response message written on company stationery or sent using a company e-mail address is a legally binding contract. 
B)  In addition to supplying answers, a response message should promote your organization and products. 
C)  Routine response messages generally use the indirect organizational pattern. 
D)  Use the subject line of a reply letter to refer to an earlier correspondence so that you can omit this reference in the opening of your letter.

Question 20

Remove the protective seal from the toner cartridge has been written in the ____________________, or command, mood.

Accepted Answer

The answer of Remove the protective seal from the toner...

When writing business letters to foreign countries, use figures to express months and years such as 06/09/13 because figures are concise and easily recognized.

Messages explaining instructions will be most readable if you

Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.

Please provide answers to these questions by August 15 to allow us to make a decision before our next fiscal year begins is an effective closing for a letter requesting action.

When replying to a customer's request for information, supply only the answers.Promoting your organization and products might appear to be pushy to the reader.

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

Most routine request and response messages should be organized using the indirect strategy.

Which of the following statements about direct claims is most accurate?

Instructions will be most readable if the steps are presented in a horizontal list.

What is the most accurate statement about memos in the workplace?

Although e-mail is incredibly successful for both internal and external communication, many important messages still call for letters.Business letters are necessary in four situations.List and give a work-related example of each of these situations.

What is the best advice for writing the body of a routine request message?

Most international business messages

Which of the following is the best example of a situation justifying a direct claim?

What is the best communication channel to use when a persuasive, well-considered message is required?

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

Instruction messages are identical to policy and official procedure documents.

What is the least accurate statement about routine response messages?

Remove the protective seal from the toner cartridge has been written in the ____________________, or command, mood.

Effective and Ethical Communication at Work

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Resumes, and Cover Letters

Interviewing and Following Up

Filters

Exam 8: Positive Messages

When writing business letters to foreign countries, use figures to express months and years such as 06/09/13 because figures are concise and easily recognized.

Messages explaining instructions will be most readable if you

Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.

Please provide answers to these questions by August 15 to allow us to make a decision before our next fiscal year begins is an effective closing for a letter requesting action.

When replying to a customer's request for information, supply only the answers.Promoting your organization and products might appear to be pushy to the reader.

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

Most routine request and response messages should be organized using the indirect strategy.

Which of the following statements about direct claims is most accurate?

Instructions will be most readable if the steps are presented in a horizontal list.

What is the most accurate statement about memos in the workplace?

Although e-mail is incredibly successful for both internal and external communication, many important messages still call for letters.Business letters are necessary in four situations.List and give a work-related example of each of these situations.

What is the best advice for writing the body of a routine request message?

Most international business messages

Which of the following is the best example of a situation justifying a direct claim?

What is the best communication channel to use when a persuasive, well-considered message is required?

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

Instruction messages are identical to policy and official procedure documents.

What is the least accurate statement about routine response messages?

Remove the protective seal from the toner cartridge has been written in the ____________________, or command, mood.

Effective and Ethical Communication at Work

Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

Intercultural Communication

Planning Business Messages

Organizing and Writing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Negative Messages

Persuasive and Sales Messages

Report and Research Basics

Informal Business Reports

Proposals, Business Plans, and Formal Business Reports

Business Presentations

The Job Search, Resumes, and Cover Letters

Interviewing and Following Up

Filters