Question 1

If the middle section of your request letter contains a series of questions,the most important question is saved for last.

Accepted Answer

A) True 
 B)False

Question 2

The middle section of a request message is the best place to _____________

Accepted Answer

A) beg the reader to grant your request. 
B) give reasons to justify your request. 
C) give your sales pitch. 
D) give a detailed list of procedures. 
A) beg the reader to grant your request. 
B) give reasons to justify your request. 
C) give your sales pitch. 
D) give a detailed list of procedures.

Question 3

In responding favourably to a claim even though the customer was at fault,should you indicate that your customer was to blame? Why or why not?

Accepted Answer

In these cases it is important to make t

Question 4

When making a request,you _____________

Accepted Answer

A) use the inductive plan. 
B) assume the reader will comply with your request. 
C) demand immediate action. 
D) do all of the above. 
A) use the inductive plan. 
B) assume the reader will comply with your request. 
C) demand immediate action. 
D) do all of the above.

Question 5

Why might a company send a routine reply or a positive message? Give four specific examples.

Accepted Answer

(1)Answers to requests for inf

Question 6

Because requests for references vouching for a person's competence are so common there is little reason to contact your references ahead of time to tell them that they may be contacted.

Accepted Answer

A) True 
 B)False

Question 7

Dissatisfied customers rarely tell others about their complaints.

Accepted Answer

A) True 
 B)False

Question 8

In cases when your company has made a mistake you must never empathize with the customer for the inconvenience faced because when it comes to taking sides,you must always be on the side of your company.

Accepted Answer

A) True 
 B)False

Question 9

If a customer requesting an adjustment is at fault for the problem,the best response is to _____________

Accepted Answer

A) refuse the claim without any explanation. 
B) refuse the claim and point out the customer's mistake. 
C) honour the claim but do so begrudgingly. 
D) honour the claim but tactfully discourage future claims. 
A) refuse the claim without any explanation. 
B) refuse the claim and point out the customer's mistake. 
C) honour the claim but do so begrudgingly. 
D) honour the claim but tactfully discourage future claims.

Question 10

Briefly explain why it is so difficult to write recommendation letters for excellent candidates.

Accepted Answer

Writing recommendations for outstanding

Question 11

When writing a claim letter,the best way to begin is ________

Accepted Answer

A) by complimenting the company for past service. 
B) by providing a detailed description of the faulty merchandise. 
C) by stating the problem in a straightforward manner. 
D) by threatening legal action if you do not receive a favourable adjustment. 
A) by complimenting the company for past service. 
B) by providing a detailed description of the faulty merchandise. 
C) by stating the problem in a straightforward manner. 
D) by threatening legal action if you do not receive a favourable adjustment.

Question 12

When making a claim against a company it is important that you somehow express your anger and frustration so that the company knows that you are serious.

Accepted Answer

A) True 
 B)False

Question 13

In the final section of a request message,thank the reader in advance for cooperating.

Accepted Answer

A) True 
 B)False

Question 14

Keeping existing clients is always less costly than acquiring new clients,which is reason enough to take steps to repair the relationship when your company is at fault.

Accepted Answer

A) True 
 B)False

If the middle section of your request letter contains a series of questions,the most important question is saved for last.

The middle section of a request message is the best place to _____________

In responding favourably to a claim even though the customer was at fault,should you indicate that your customer was to blame? Why or why not?

When making a request,you _____________

Why might a company send a routine reply or a positive message? Give four specific examples.

Because requests for references vouching for a person's competence are so common there is little reason to contact your references ahead of time to tell them that they may be contacted.

Dissatisfied customers rarely tell others about their complaints.

In cases when your company has made a mistake you must never empathize with the customer for the inconvenience faced because when it comes to taking sides,you must always be on the side of your company.

If a customer requesting an adjustment is at fault for the problem,the best response is to _____________

Briefly explain why it is so difficult to write recommendation letters for excellent candidates.

When writing a claim letter,the best way to begin is ________

When making a claim against a company it is important that you somehow express your anger and frustration so that the company knows that you are serious.

In the final section of a request message,thank the reader in advance for cooperating.

Keeping existing clients is always less costly than acquiring new clients,which is reason enough to take steps to repair the relationship when your company is at fault.

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

If the middle section of your request letter contains a series of questions,the most important question is saved for last.

The middle section of a request message is the best place to _____________

In responding favourably to a claim even though the customer was at fault,should you indicate that your customer was to blame? Why or why not?

When making a request,you _____________

Why might a company send a routine reply or a positive message? Give four specific examples.

Because requests for references vouching for a person's competence are so common there is little reason to contact your references ahead of time to tell them that they may be contacted.

Dissatisfied customers rarely tell others about their complaints.

In cases when your company has made a mistake you must never empathize with the customer for the inconvenience faced because when it comes to taking sides,you must always be on the side of your company.

If a customer requesting an adjustment is at fault for the problem,the best response is to _____________

Briefly explain why it is so difficult to write recommendation letters for excellent candidates.

When writing a claim letter,the best way to begin is ________

When making a claim against a company it is important that you somehow express your anger and frustration so that the company knows that you are serious.

In the final section of a request message,thank the reader in advance for cooperating.

Keeping existing clients is always less costly than acquiring new clients,which is reason enough to take steps to repair the relationship when your company is at fault.

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