Question 1

A claim letter or request for adjustment follows the indirect plan.

Accepted Answer

A) True 
 B)False  False

Question 2

Using lists helps readers sort through _____________

Accepted Answer

A) the body of the message. 
B) truths and lies. 
C) multiple requests. 
D) unrelated items. 
A) the body of the message. 
B) truths and lies. 
C) multiple requests. 
D) unrelated items. C

Question 3

News releases are specialized documents used to share relevant information with the local or national news media.

Accepted Answer

News releases
Feedback:Press releases;Information releases

Question 4

Even if you can't immediately solve a problem when your company is at fault,you can at least promptly let the complaining person know that you are listening.

Accepted Answer

A) True 
 B)False

Question 5

When offering condolences,it is appropriate to mention your shock and dismay.

Accepted Answer

A) True 
 B)False

Question 6

The middle of a routine request provides justification,explanation,and details.

Accepted Answer

middle
Fee

Question 7

When writing a claim letter,assume that a fair adjustment will be made.

Accepted Answer

A) True 
 B)False

Question 8

When your company has been at fault and you have successfully resolved the issue,it is best not to do a follow-up about the issue because that only opens the door to further.

Accepted Answer

A) True 
 B)False

Question 9

A claim letter written as a personal answer to a unique situation starts with a clear statement of the good news.

Accepted Answer

A) True 
 B)False

Question 10

Before volunteering someone's name as a reference,always _____________

Accepted Answer

A) assume you have permission to do so. 
B) describe your relationship with that person. 
C) ask that person's permission. 
D) list that person's address and phone number for ease of contact. 
A) assume you have permission to do so. 
B) describe your relationship with that person. 
C) ask that person's permission. 
D) list that person's address and phone number for ease of contact.

Question 11

In a routine reply to a simply addressed request,when there is a potential sale involved,it is appropriate to give a response to the inquiry,make sure that you leave your reader with a good impression of your company,and encourage the future sale.

Accepted Answer

A) True 
 B)False

Question 12

When a potential sale is involved,after you present the key information,you should _____________

Accepted Answer

A) promptly and courteously end the letter. 
B) provide a clear,conversational statement of the main point. 
C) urge the customer to reply immediately. 
D) encourage the future sale. 
A) promptly and courteously end the letter. 
B) provide a clear,conversational statement of the main point. 
C) urge the customer to reply immediately. 
D) encourage the future sale.

Question 13

Fortunately,there are only a few types of routine requests which makes it easier to learn how to write all of them.

Accepted Answer

A) True 
 B)False

Question 14

When sending a goodwill message _____________

Accepted Answer

A) use congratulatory messages to build goodwill with clients and colleagues. 
B) make the company or situation the focus of your comments. 
C) use memo format for all goodwill messages sent through interoffice mail. 
D) omit any personalized details. 
A) use congratulatory messages to build goodwill with clients and colleagues. 
B) make the company or situation the focus of your comments. 
C) use memo format for all goodwill messages sent through interoffice mail. 
D) omit any personalized details.

Question 15

In a routine reply to a simple request hich only needs a 'yes' response,it is not appropriate to give a thorough rexplanation.

Accepted Answer

A) True 
 B)False

Question 16

It's not necessary to ask someone's permission before listing his or her name as a job reference.

Accepted Answer

A) True 
 B)False

Question 17

Explain what you should do when replying to a claim when the customer is at fault.

Accepted Answer

First you must decide whether the cost o

Question 18

In the past,news releases were ______________

Accepted Answer

A) typed on regular company letterhead. 
B) written as blogs. 
C) crafted in a way to provide information to reporters. 
D) offered directly to the public. 
A) typed on regular company letterhead. 
B) written as blogs. 
C) crafted in a way to provide information to reporters. 
D) offered directly to the public.

Question 19

Interestingly,news releases differ from other means of communicating with your ultimate audience,because news releases are written to interest an editor or a reporter to write the material that will be read by your larger audience.

Accepted Answer

A) True 
 B)False

Question 20

Explain why goodwill messages are important;then describe at least two characteristics of effective goodwill messages.

Accepted Answer

Goodwill messages can improve your relat

A claim letter or request for adjustment follows the indirect plan.

Using lists helps readers sort through _____________

News releases are specialized documents used to share relevant information with the local or national news media.

Even if you can't immediately solve a problem when your company is at fault,you can at least promptly let the complaining person know that you are listening.

When offering condolences,it is appropriate to mention your shock and dismay.

The middle of a routine request provides justification,explanation,and details.

When writing a claim letter,assume that a fair adjustment will be made.

When your company has been at fault and you have successfully resolved the issue,it is best not to do a follow-up about the issue because that only opens the door to further.

A claim letter written as a personal answer to a unique situation starts with a clear statement of the good news.

Before volunteering someone's name as a reference,always _____________

In a routine reply to a simply addressed request,when there is a potential sale involved,it is appropriate to give a response to the inquiry,make sure that you leave your reader with a good impression of your company,and encourage the future sale.

When a potential sale is involved,after you present the key information,you should _____________

Fortunately,there are only a few types of routine requests which makes it easier to learn how to write all of them.

When sending a goodwill message _____________

In a routine reply to a simple request hich only needs a 'yes' response,it is not appropriate to give a thorough rexplanation.

It's not necessary to ask someone's permission before listing his or her name as a job reference.

Explain what you should do when replying to a claim when the customer is at fault.

In the past,news releases were ______________

Interestingly,news releases differ from other means of communicating with your ultimate audience,because news releases are written to interest an editor or a reporter to write the material that will be read by your larger audience.

Explain why goodwill messages are important;then describe at least two characteristics of effective goodwill messages.

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

Communicating Interculturally

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

Filters

Exam 8: Writing Routine and Positive Messages

A claim letter or request for adjustment follows the indirect plan.

Using lists helps readers sort through _____________

News releases are specialized documents used to share relevant information with the local or national news media.

Even if you can't immediately solve a problem when your company is at fault,you can at least promptly let the complaining person know that you are listening.

When offering condolences,it is appropriate to mention your shock and dismay.

The middle of a routine request provides justification,explanation,and details.

When writing a claim letter,assume that a fair adjustment will be made.

When your company has been at fault and you have successfully resolved the issue,it is best not to do a follow-up about the issue because that only opens the door to further.

A claim letter written as a personal answer to a unique situation starts with a clear statement of the good news.

Before volunteering someone's name as a reference,always _____________

In a routine reply to a simply addressed request,when there is a potential sale involved,it is appropriate to give a response to the inquiry,make sure that you leave your reader with a good impression of your company,and encourage the future sale.

When a potential sale is involved,after you present the key information,you should _____________

Fortunately,there are only a few types of routine requests which makes it easier to learn how to write all of them.

When sending a goodwill message _____________

In a routine reply to a simple request hich only needs a 'yes' response,it is not appropriate to give a thorough rexplanation.

It's not necessary to ask someone's permission before listing his or her name as a job reference.

Explain what you should do when replying to a claim when the customer is at fault.

In the past,news releases were ______________

Interestingly,news releases differ from other means of communicating with your ultimate audience,because news releases are written to interest an editor or a reporter to write the material that will be read by your larger audience.

Explain why goodwill messages are important;then describe at least two characteristics of effective goodwill messages.

Achieving Success Through Effective Business Communication

Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

Communicating Interculturally

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

Filters