Question 1

The text says that a claim submitted promptly is taken more seriously.

Accepted Answer

A) True 
 B)False  True

Question 2

Most business correspondence deals with ____________ matters that require straightforward answers.

Accepted Answer

routine

Question 3

The text says that when writing a simple claim request, it is best to let the reader infer what action you would like to be taken.

Accepted Answer

A) True 
 B)False  False

Question 4

Which of the following statements would be most effective in an adjustment letter?

Accepted Answer

A) We apologize for the defective product you purchased from our store on May 3, 2014. 
B) Unfortunately, you must provide the receipt in order to receive a full refund. 
C) This misunderstanding will be handled directly by our Customer Relations supervisor. 
D) We will be happy to issue you a full refund after you submit your receipt to our head office. 
A) We apologize for the defective product you purchased from our store on May 3, 2014. 
B) Unfortunately, you must provide the receipt in order to receive a full refund. 
C) This misunderstanding will be handled directly by our Customer Relations supervisor. 
D) We will be happy to issue you a full refund after you submit your receipt to our head office.

Question 5

The claim should be filed as soon as possible is an example of using the imperative mood to give instructions.

Accepted Answer

A) True 
 B)False

Question 6

The best way to begin a letter requesting information is by explaining the background of the request logically and courteously.

Accepted Answer

A) True 
 B)False

Question 7

The best place to refer to a previous correspondence is in the __________ __________ (two words).

Accepted Answer

The answer of The best place to refer to a...

Question 8

When writing letters of recommendation, it is important to be honest and sincere.

Accepted Answer

A) True 
 B)False

Question 9

The direct approach is usually most appropriate for a straightforward claim.

Accepted Answer

A) True 
 B)False

Question 10

Letters that deal with sensitive information require the ___________ pattern of organization.

Accepted Answer

The answer of Letters that deal with sensitive information require...

Question 11

Which of the following should you do when responding to a claim letter?

Accepted Answer

A) Use a tone intended to intimidate the reader and cause him or her to abandon the claim, whether it is justified or not. 
B) Remind the reader of what went wrong and indicate that the person at fault has been punished. 
C) Delay responding to the letter in the hope that the writer will decide not to pursue the claim. 
D) Seek to regain the customer's confidence and goodwill. 
A) Use a tone intended to intimidate the reader and cause him or her to abandon the claim, whether it is justified or not. 
B) Remind the reader of what went wrong and indicate that the person at fault has been punished. 
C) Delay responding to the letter in the hope that the writer will decide not to pursue the claim. 
D) Seek to regain the customer's confidence and goodwill.

Question 12

Which of the following does the text recommend doing when you give a series of details or ask a number of questions in the body of a request letter?

Accepted Answer

A) Use boldface type for each detail or question. 
B) Make sure details or questions follow the same grammatical form. 
C) Combine all of the details or questions in one paragraph. 
D) Make sure to expand on each detail or question in a separate paragraph. 
A) Use boldface type for each detail or question. 
B) Make sure details or questions follow the same grammatical form. 
C) Combine all of the details or questions in one paragraph. 
D) Make sure to expand on each detail or question in a separate paragraph.

Question 13

When a customer writes to identify a problem and/or seeks to correct a wrong, the letter is called a(n) ____________.

Accepted Answer

The answer of When a customer writes to identify a...

Question 14

It is necessary to express appreciation for the action you want the reader to take in the closing of a request letter.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following claims does the text make about goodwill messages?

Accepted Answer

A) It's not important when we send a goodwill message; it's just important that we send it. 
B) The longer a goodwill message is, the more effective it will be at achieving its goal. 
C) If we find it hard to come up with the right words for a letter, it's just as effective and appropriate to send a signed card. 
D) Many people find writing goodwill messages more difficult than writing other kinds of business documents. 
A) It's not important when we send a goodwill message; it's just important that we send it. 
B) The longer a goodwill message is, the more effective it will be at achieving its goal. 
C) If we find it hard to come up with the right words for a letter, it's just as effective and appropriate to send a signed card. 
D) Many people find writing goodwill messages more difficult than writing other kinds of business documents.

Question 16

Claim response letters often include apologies to the customer.

Accepted Answer

A) True 
 B)False

Question 17

Which opening is most appropriate for a simple claim letter?

Accepted Answer

A) On May 16 we received the shipment of motorcycle accessories that we ordered (Invoice No.35-450021). 
B) Please send me two full-face helmets to replace the two open-face helmets sent by mistake with my May 12 order of motorcycle accessories (Invoice No.35-450021). 
C) We've been long-time customers of The Motorcycle Mall, and generally we've been pleased with the service you've given us in the past. 
D) I was extremely frustrated to find that you shipped the wrong helmets with my May 12 order.I don't know how a mistake like this could have happened. 
A) On May 16 we received the shipment of motorcycle accessories that we ordered (Invoice No.35-450021). 
B) Please send me two full-face helmets to replace the two open-face helmets sent by mistake with my May 12 order of motorcycle accessories (Invoice No.35-450021). 
C) We've been long-time customers of The Motorcycle Mall, and generally we've been pleased with the service you've given us in the past. 
D) I was extremely frustrated to find that you shipped the wrong helmets with my May 12 order.I don't know how a mistake like this could have happened.

Question 18

Which of the following does the text say you should normally do in the body of a simple claim letter?

Accepted Answer

A) Describe the desired action. 
B) Provide your lawyer's contact information. 
C) Explain the problem thoroughly. 
D) Provide a goodwill statement. 
A) Describe the desired action. 
B) Provide your lawyer's contact information. 
C) Explain the problem thoroughly. 
D) Provide a goodwill statement.

Question 19

Thank you for your letter of ... is a good opening sentence for a letter responding to a request for information because it shows courtesy.

Accepted Answer

A) True 
 B)False

Question 20

When making a straightforward claim that you expect the recipient to readily agree with, it is not appropriate to write a letter.

Accepted Answer

A) True 
 B)False

The text says that a claim submitted promptly is taken more seriously.

Most business correspondence deals with ____________ matters that require straightforward answers.

The text says that when writing a simple claim request, it is best to let the reader infer what action you would like to be taken.

Which of the following statements would be most effective in an adjustment letter?

The claim should be filed as soon as possible is an example of using the imperative mood to give instructions.

The best way to begin a letter requesting information is by explaining the background of the request logically and courteously.

The best place to refer to a previous correspondence is in the (two words).

When writing letters of recommendation, it is important to be honest and sincere.

The direct approach is usually most appropriate for a straightforward claim.

Letters that deal with sensitive information require the ___________ pattern of organization.

Which of the following should you do when responding to a claim letter?

Which of the following does the text recommend doing when you give a series of details or ask a number of questions in the body of a request letter?

When a customer writes to identify a problem and/or seeks to correct a wrong, the letter is called a(n) ____________.

It is necessary to express appreciation for the action you want the reader to take in the closing of a request letter.

Which of the following claims does the text make about goodwill messages?

Claim response letters often include apologies to the customer.

Which opening is most appropriate for a simple claim letter?

Which of the following does the text say you should normally do in the body of a simple claim letter?

Thank you for your letter of ... is a good opening sentence for a letter responding to a request for information because it shows courtesy.

When making a straightforward claim that you expect the recipient to readily agree with, it is not appropriate to write a letter.

Career Success Begins With Communication Skills

Before You Write

Writing and Revising

E-Mails, Messages, Texts, Social Media, Memos, Letters and Other Daily Writing

Persuasive Writing Situations

Negative Writing Situations

Informal Reports

Proposals and Formal Reports

Communicating in Person

Business Presentations

The Job Search, Résumés, Social Media, and Cover Letters

Interviews and Follow-Up

Filters

Exam 5: Routine Writing Situations

The text says that a claim submitted promptly is taken more seriously.

Most business correspondence deals with ____________ matters that require straightforward answers.

The text says that when writing a simple claim request, it is best to let the reader infer what action you would like to be taken.

Which of the following statements would be most effective in an adjustment letter?

The claim should be filed as soon as possible is an example of using the imperative mood to give instructions.

The best way to begin a letter requesting information is by explaining the background of the request logically and courteously.

The best place to refer to a previous correspondence is in the __________ __________ (two words).

When writing letters of recommendation, it is important to be honest and sincere.

The direct approach is usually most appropriate for a straightforward claim.

Letters that deal with sensitive information require the ___________ pattern of organization.

Which of the following should you do when responding to a claim letter?

Which of the following does the text recommend doing when you give a series of details or ask a number of questions in the body of a request letter?

When a customer writes to identify a problem and/or seeks to correct a wrong, the letter is called a(n) ____________.

It is necessary to express appreciation for the action you want the reader to take in the closing of a request letter.

Which of the following claims does the text make about goodwill messages?

Claim response letters often include apologies to the customer.

Which opening is most appropriate for a simple claim letter?

Which of the following does the text say you should normally do in the body of a simple claim letter?

Thank you for your letter of ... is a good opening sentence for a letter responding to a request for information because it shows courtesy.

When making a straightforward claim that you expect the recipient to readily agree with, it is not appropriate to write a letter.

Career Success Begins With Communication Skills

Before You Write

Writing and Revising

E-Mails, Messages, Texts, Social Media, Memos, Letters and Other Daily Writing

Persuasive Writing Situations

Negative Writing Situations

Informal Reports

Proposals and Formal Reports

Communicating in Person

Business Presentations

The Job Search, Résumés, Social Media, and Cover Letters

Interviews and Follow-Up

Filters

The best place to refer to a previous correspondence is in the (two words).