Question 1

List the three major categories of common routine requests.

Accepted Answer

The three major types of routi

Question 2

Because many requests are similar,companies usually develop form letters to respond to these repetitive queries.

Accepted Answer

form lette

Question 3

Explain what you should include in an effective recommendation letter.

Accepted Answer

A successful recommendation letter inclu

Question 4

Before volunteering someone's name as a(n)reference ,ask that person's permission.

Accepted Answer

The answer of Before volunteering someone's name as a(n)reference ,ask...

Question 5

When making a direct request,you should state what you want in the first sentence or two and then follow with an explanation.

Accepted Answer

A) True 
 B)False

Question 6

A request for specific action or to express the desire for a solution should be part of your opening in a claim letter.

Accepted Answer

A) True 
 B)False

Question 7

How should mildly disappointing information be included within a generally positive routine message?

Accepted Answer

In a generally positive routin

Question 8

Goodwill messages are friendly,unexpected notes with no direct business purpose.

Accepted Answer

A) True 
 B)False

Question 9

In a claim letter,explain the problem in detail,provide back-up information,and request specific action.

Accepted Answer

A) True 
 B)False

Question 10

Routine requests are structured differently than other business messages because they are always,necessarily,direct.

Accepted Answer

A) True 
 B)False

Question 11

When closing a direct request,you _____________

Accepted Answer

A) thank the reader in advance for helping you. 
B) mention your own qualifications or status. 
C) give a specific description of what action you expect and include a deadline,if appropriate. 
D) indicate the consequences of a failure to reply. 
A) thank the reader in advance for helping you. 
B) mention your own qualifications or status. 
C) give a specific description of what action you expect and include a deadline,if appropriate. 
D) indicate the consequences of a failure to reply.

Question 12

List at least three guidelines to follow when writing condolence messages.

Accepted Answer

Messages expressing sympathy are best wh

Question 13

When a third party is at fault the best approach,while responding to a claim,is to not try to explain how the problem will be solved because that is the responsibility of the third party.

Accepted Answer

A) True 
 B)False

Question 14

In situations when your company was at fault,it is always best to be honest and tell the complainant the name of the person in your company who is to blame.Customers are always happy to know who specifically is to blame and always appreciate honesty.

Accepted Answer

A) True 
 B)False

Question 15

In a routine reply it is important to embed any negative information in a positive way.

Accepted Answer

A) True 
 B)False

Question 16

You don't send notes of congratulation that deal with personal events unless you know the recipient well.

Accepted Answer

A) True 
 B)False

Question 17

When writing a condolence message about a death,always mention the good qualities or the positive contributions made by the person who died.

Accepted Answer

A) True 
 B)False

Question 18

When responding to a request for adjustment when a third party is at fault,the best approach is to _____________

Accepted Answer

A) refuse the claim and suggest that the customer sue the third party. 
B) respond with messages that explain how the problem will be solved. 
C) honour the claim with no additional explanation. 
D) honour the claim but explain that your company was not at fault. 
A) refuse the claim and suggest that the customer sue the third party. 
B) respond with messages that explain how the problem will be solved. 
C) honour the claim with no additional explanation. 
D) honour the claim but explain that your company was not at fault.

Question 19

Because of their simple organization,routine requests require little tact.

Accepted Answer

A) True 
 B)False

Question 20

In a routine reply it is important to embed any negative information in a positive way.

Accepted Answer

A) True 
 B)False

List the three major categories of common routine requests.

Because many requests are similar,companies usually develop form letters to respond to these repetitive queries.

Explain what you should include in an effective recommendation letter.

Before volunteering someone's name as a(n)reference ,ask that person's permission.

When making a direct request,you should state what you want in the first sentence or two and then follow with an explanation.

A request for specific action or to express the desire for a solution should be part of your opening in a claim letter.

How should mildly disappointing information be included within a generally positive routine message?

Goodwill messages are friendly,unexpected notes with no direct business purpose.

In a claim letter,explain the problem in detail,provide back-up information,and request specific action.

Routine requests are structured differently than other business messages because they are always,necessarily,direct.

When closing a direct request,you _____________

List at least three guidelines to follow when writing condolence messages.

When a third party is at fault the best approach,while responding to a claim,is to not try to explain how the problem will be solved because that is the responsibility of the third party.

In situations when your company was at fault,it is always best to be honest and tell the complainant the name of the person in your company who is to blame.Customers are always happy to know who specifically is to blame and always appreciate honesty.

In a routine reply it is important to embed any negative information in a positive way.

You don't send notes of congratulation that deal with personal events unless you know the recipient well.

When writing a condolence message about a death,always mention the good qualities or the positive contributions made by the person who died.

When responding to a request for adjustment when a third party is at fault,the best approach is to _____________

Because of their simple organization,routine requests require little tact.

In a routine reply it is important to embed any negative information in a positive way.

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

List the three major categories of common routine requests.

Because many requests are similar,companies usually develop form letters to respond to these repetitive queries.

Explain what you should include in an effective recommendation letter.

Before volunteering someone's name as a(n)reference ,ask that person's permission.

When making a direct request,you should state what you want in the first sentence or two and then follow with an explanation.

A request for specific action or to express the desire for a solution should be part of your opening in a claim letter.

How should mildly disappointing information be included within a generally positive routine message?

Goodwill messages are friendly,unexpected notes with no direct business purpose.

In a claim letter,explain the problem in detail,provide back-up information,and request specific action.

Routine requests are structured differently than other business messages because they are always,necessarily,direct.

When closing a direct request,you _____________

List at least three guidelines to follow when writing condolence messages.

When a third party is at fault the best approach,while responding to a claim,is to not try to explain how the problem will be solved because that is the responsibility of the third party.

In situations when your company was at fault,it is always best to be honest and tell the complainant the name of the person in your company who is to blame.Customers are always happy to know who specifically is to blame and always appreciate honesty.

In a routine reply it is important to embed any negative information in a positive way.

You don't send notes of congratulation that deal with personal events unless you know the recipient well.

When writing a condolence message about a death,always mention the good qualities or the positive contributions made by the person who died.

When responding to a request for adjustment when a third party is at fault,the best approach is to _____________

Because of their simple organization,routine requests require little tact.

In a routine reply it is important to embed any negative information in a positive way.

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