Question 1

Which of the following openings is most appropriate for a straightforward claim letter?

Accepted Answer

A)  We've been buying items from you on eBay for three years, and we've always been pleased with your merchandise in the past. 
B)  On August 14 we received a shipment containing the jewelry on which we won the bid on August 1 (Item No. 544558-15454). 
C)  Please send me an 18-inch herringbone sterling silver chain to replace the enclosed broken one I received on August 14. 
D) I was extremely disappointed to receive a broken 18-inch sterling silver herringbone chain in my most recent shipment. 
A)  We've been buying items from you on eBay for three years, and we've always been pleased with your merchandise in the past. 
B)  On August 14 we received a shipment containing the jewelry on which we won the bid on August 1 (Item No. 544558-15454). 
C)  Please send me an 18-inch herringbone sterling silver chain to replace the enclosed broken one I received on August 14. 
D) I was extremely disappointed to receive a broken 18-inch sterling silver herringbone chain in my most recent shipment. C

Question 2

You are inviting a well-known environmentalist to speak at the dedication ceremony for a new wildlife sanctuary. Since you can't provide an honorarium, you decide to stress the fact that she will be speaking and offering guidance to community leaders who impact environmental decisions for this area. You are focusing on

Accepted Answer

A)  a direct benefit. 
B)  an indirect benefit. 
C)  something with a monetary value. 
D) statistics. 
A)  a direct benefit. 
B)  an indirect benefit. 
C)  something with a monetary value. 
D) statistics. B

Question 3

The opening of a persuasive request should be used to gain your reader's attention and interest.

Accepted Answer

A) True 
 B)False  True

Question 4

A good business strategy is to grant all customer claims, even if they're unjustified or unreasonable.

Accepted Answer

A) True 
 B)False

Question 5

E-mail is inappropriate for sending sensitive, confidential, or long
messages.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is the best advice to follow when explaining bad news?

Accepted Answer

A)  Because it's important for the reader to understand the reasons behind the bad news, it's acceptable to cite confidential reasons. 
B)  It's best to include a statement that says the bad news results from company policy. Most readers will understand this explanation. 
C)  The explanation should always follow the bad news so that the reader will better understand it. 
D) Readers are more open to bad news if in some way, even indirectly, it may help them. 
A)  Because it's important for the reader to understand the reasons behind the bad news, it's acceptable to cite confidential reasons. 
B)  It's best to include a statement that says the bad news results from company policy. Most readers will understand this explanation. 
C)  The explanation should always follow the bad news so that the reader will better understand it. 
D) Readers are more open to bad news if in some way, even indirectly, it may help them.

Question 7

Use of e-mail and company Web pages has made sales letters delivered by land mail obsolete.

Accepted Answer

A) True 
 B)False

Question 8

Name one reason that business letters are still important in today's workplace.

Accepted Answer

One reason that business letters are sti

Question 9

Which of the following would be the most effective opening statement in a routine request e-mail message?

Accepted Answer

A)  This e-mail message is to inform you that I need information about your company's on-site management development training program. 
B)  My name is Kelly Perkins, and I am interested in your on-site management development training program. 
C)  I recently read in Corporate World magazine that your company is offering an on-site management development training program. 
D) Please send information about your on-site management development training program. 
A)  This e-mail message is to inform you that I need information about your company's on-site management development training program. 
B)  My name is Kelly Perkins, and I am interested in your on-site management development training program. 
C)  I recently read in Corporate World magazine that your company is offering an on-site management development training program. 
D) Please send information about your on-site management development training program.

Question 10

Name one pro and one con of using instant messaging (IM) in the workplace.

Accepted Answer

One pro of using instant messaging (IM)

Question 11

Name two electronic communication channels besides e-mail that are used in the workplace.

Accepted Answer

Two electronic communication channels co

Question 12

Which of the following situations would most likely require persuasion within an organization?

Accepted Answer

A)  Requesting employees to attend a training session 
B)  Telling employees about a new procedure that will go into effect next month 
C)  Asking employees to change their working hours to improve customer service 
D) Informing employees about a change in cafeteria hours 
A)  Requesting employees to attend a training session 
B)  Telling employees about a new procedure that will go into effect next month 
C)  Asking employees to change their working hours to improve customer service 
D) Informing employees about a change in cafeteria hours

Question 13

When sending a negative message, you should generally use

Accepted Answer

A)  the indirect strategy. 
B)  the direct strategy. 
C)  an e-mail message. 
D) your best stationery. 
A)  the indirect strategy. 
B)  the direct strategy. 
C)  an e-mail message. 
D) your best stationery.

Question 14

When writing goodwill messages, you should concentrate on the five Ss. Name two of these Ss that explain what goodwill messages should be.

Accepted Answer

When crafting goodwill messages, focusin

Question 15

We regret to inform you that company policy does not allow us to provide employee references to prospective employers is an example of an effective explanation.

Accepted Answer

A) True 
 B)False

Question 16

Name two guidelines for creating effective online sales messages.

Accepted Answer

Creating effective online sales messages

Question 17

Revise the following poorly written opening of a claim letter requesting a refund
of the full purchase price of an iPod still under warranty. Write the opening
sentence only.
On May 12 I purchased an iPod touch from your online store for $229.99 plus shipping charges of $15.24. I have been using this iPod during my daily commute to work ever since I bought it. Yesterday it simply quit working, and now I can't upload any songs or playback any songs previously recorded. This iPod cost me a pretty chunk of change for a little music during the commute, and I'm pretty angry about it failing so soon. When I tried to return it to a local outlet for your company yesterday, they told me I had to write directly to you. Now what?

Accepted Answer

Please authorize the return of

Question 18

You should use persuasion when

Accepted Answer

A)  you anticipate agreement with your position. 
B)  your ideas require preparation before you can present them effectively. 
C)  audience attitudes match the objectives of your plan. 
D) your message is especially attractive to the audience. 
A)  you anticipate agreement with your position. 
B)  your ideas require preparation before you can present them effectively. 
C)  audience attitudes match the objectives of your plan. 
D) your message is especially attractive to the audience.

Question 19

When abusive language is written, it is called libel; when spoken, it is slander.

Accepted Answer

A) True 
 B)False

Question 20

Rational appeals are associated with reason and intellect, whereas emotional appeals relate to status, ego, and sensual feelings.

Accepted Answer

A) True 
 B)False

Which of the following openings is most appropriate for a straightforward claim letter?

The opening of a persuasive request should be used to gain your reader's attention and interest.

A good business strategy is to grant all customer claims, even if they're unjustified or unreasonable.

E-mail is inappropriate for sending sensitive, confidential, or long messages.

Which of the following is the best advice to follow when explaining bad news?

Use of e-mail and company Web pages has made sales letters delivered by land mail obsolete.

Name one reason that business letters are still important in today's workplace.

Which of the following would be the most effective opening statement in a routine request e-mail message?

Name one pro and one con of using instant messaging (IM) in the workplace.

Name two electronic communication channels besides e-mail that are used in the workplace.

Which of the following situations would most likely require persuasion within an organization?

When sending a negative message, you should generally use

When writing goodwill messages, you should concentrate on the five Ss. Name two of these Ss that explain what goodwill messages should be.

We regret to inform you that company policy does not allow us to provide employee references to prospective employers is an example of an effective explanation.

Name two guidelines for creating effective online sales messages.

You should use persuasion when

When abusive language is written, it is called libel; when spoken, it is slander.

Rational appeals are associated with reason and intellect, whereas emotional appeals relate to status, ego, and sensual feelings.

Communication Skills As Career Filters

Planning Business Messages

Composing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Positive Messages

Bad News Messages

Persuasive and Sales Messages

Informal Reports

Proposals and Formal Reports

Business Etiquette, Ethics, Teamwork, and Meetings

Business Presentations

The Job Search, Résumés, and Cover Letters

Interviewing and Following up

Document Formats

Citation and Documentation Formats

Filters

Exam 16: Proofreading and Corrections Symbols

Which of the following openings is most appropriate for a straightforward claim letter?

The opening of a persuasive request should be used to gain your reader's attention and interest.

A good business strategy is to grant all customer claims, even if they're unjustified or unreasonable.

E-mail is inappropriate for sending sensitive, confidential, or long messages.

Which of the following is the best advice to follow when explaining bad news?

Use of e-mail and company Web pages has made sales letters delivered by land mail obsolete.

Name one reason that business letters are still important in today's workplace.

Which of the following would be the most effective opening statement in a routine request e-mail message?

Name one pro and one con of using instant messaging (IM) in the workplace.

Name two electronic communication channels besides e-mail that are used in the workplace.

Which of the following situations would most likely require persuasion within an organization?

When sending a negative message, you should generally use

When writing goodwill messages, you should concentrate on the five Ss. Name two of these Ss that explain what goodwill messages should be.

We regret to inform you that company policy does not allow us to provide employee references to prospective employers is an example of an effective explanation.

Name two guidelines for creating effective online sales messages.

You should use persuasion when

When abusive language is written, it is called libel; when spoken, it is slander.

Rational appeals are associated with reason and intellect, whereas emotional appeals relate to status, ego, and sensual feelings.

Communication Skills As Career Filters

Planning Business Messages

Composing Business Messages

Revising Business Messages

Electronic Messages and Digital Media

Positive Messages

Bad News Messages

Persuasive and Sales Messages

Informal Reports

Proposals and Formal Reports

Business Etiquette, Ethics, Teamwork, and Meetings

Business Presentations

The Job Search, Résumés, and Cover Letters

Interviewing and Following up

Document Formats

Citation and Documentation Formats

Filters