Question 1

Which of the following claim messages presents its content in the most positive manner?

Accepted Answer

A)  It was highly disappointing that we received a broken product. 
B)  I have been a long-standing customer and am not happy with the shabby treatment of my order. 
C)  I expect your company to be more professional in handling my orders henceforth. 
D)  We would appreciate if you could replace the broken piece by tomorrow. 
E)  I am not satisfied with the goods you had sent. 
A)  It was highly disappointing that we received a broken product. 
B)  I have been a long-standing customer and am not happy with the shabby treatment of my order. 
C)  I expect your company to be more professional in handling my orders henceforth. 
D)  We would appreciate if you could replace the broken piece by tomorrow. 
E)  I am not satisfied with the goods you had sent.

Question 2

Depending on the situation, claim messages can either be written using the direct order or the indirect order.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is true about good-news and neutral messages?

Accepted Answer

A)  These messages should use the indirect approach. 
B)  These messages should use the we-viewpoint instead of the you-viewpoint. 
C)  These messages can open with a brief orienting phrase or clause. 
D)  These messages avoid the linear order of organizing information. 
E)  These messages are best received when written in a roundabout manner. 
A)  These messages should use the indirect approach. 
B)  These messages should use the we-viewpoint instead of the you-viewpoint. 
C)  These messages can open with a brief orienting phrase or clause. 
D)  These messages avoid the linear order of organizing information. 
E)  These messages are best received when written in a roundabout manner.

Question 4

If your response to an inquiry mostly contains good news with some bad news, you should place the bad news first.

Accepted Answer

A) True 
 B)False

Question 5

If you are seeking only one piece of information in a routine inquiry message you should:

Accepted Answer

A)  begin with the specific question. 
B)  open the message with an expression of thanks. 
C)  use the we-viewpoint. 
D)  avoid using the active voice. 
E)  use cliches that sound positive to build goodwill. 
A)  begin with the specific question. 
B)  open the message with an expression of thanks. 
C)  use the we-viewpoint. 
D)  avoid using the active voice. 
E)  use cliches that sound positive to build goodwill.

Question 6

Outline the plan recommended for a routine inquiry message.

Accepted Answer

The plan recommended for a routine inqui

Question 7

The opening of a routine inquiry should focus on the main objective.

Accepted Answer

A) True 
 B)False

Question 8

In cases when the reader is likely to respond negatively, the direct approach is preferred.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following illustrates the most positive way of explaining a shipping delay?

Accepted Answer

A)  Your order of 65 EZ staplers will not ship until June 12 due to production delay. 
B)  Your order of 65 EZ staplers did not ship today as expected due to a production delay. 
C)  Production of EZ staplers resumes on June 1; your order of 65 EZ staplers will arrive on June 12. 
D)  We cannot ship the EZ staplers you had asked for because production does not resume until June 1. 
E)  Because we aren't producing EZ staplers until after June 1, you will receive your order sometime around June 12. 
A)  Your order of 65 EZ staplers will not ship until June 12 due to production delay. 
B)  Your order of 65 EZ staplers did not ship today as expected due to a production delay. 
C)  Production of EZ staplers resumes on June 1; your order of 65 EZ staplers will arrive on June 12. 
D)  We cannot ship the EZ staplers you had asked for because production does not resume until June 1. 
E)  Because we aren't producing EZ staplers until after June 1, you will receive your order sometime around June 12.

Question 10

How should bad news be handled when writing routine responses?

Accepted Answer

When your response includes some bad new

Question 11

Which of the following guidelines should be followed when writing order acknowledgement messages?

Accepted Answer

A)  Begin the message with bad news if there is any. 
B)  Focus on the delay of an order and stressing that it is your company's fault. 
C)  Include additional promotional material. 
D)  Refrain from mentioning a delay if it is due to unexpected reasons. 
E)  Refrain from wasting time in building goodwill. 
A)  Begin the message with bad news if there is any. 
B)  Focus on the delay of an order and stressing that it is your company's fault. 
C)  Include additional promotional material. 
D)  Refrain from mentioning a delay if it is due to unexpected reasons. 
E)  Refrain from wasting time in building goodwill.

Question 12

An effective direct response:

Accepted Answer

A)  de-emphasizes negative answers. 
B)  avoids wasting time in goodwill talk. 
C)  emphasizes the we-viewpoint. 
D)  puts negative news at the beginning of the message. 
E)  presents the barest of information. 
A)  de-emphasizes negative answers. 
B)  avoids wasting time in goodwill talk. 
C)  emphasizes the we-viewpoint. 
D)  puts negative news at the beginning of the message. 
E)  presents the barest of information.

Question 13

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

Accepted Answer

A)  Thank you in advance for your help. 
B)  Hoping to hear from you at your earliest convenience 
C)  As we must begin production on February 1st, I'll appreciate your response by that date. 
D)  Thank you for your cooperation. 
E)  Your early response would be most sincerely appreciated. 
A)  Thank you in advance for your help. 
B)  Hoping to hear from you at your earliest convenience 
C)  As we must begin production on February 1st, I'll appreciate your response by that date. 
D)  Thank you for your cooperation. 
E)  Your early response would be most sincerely appreciated.

Question 14

Why are most claim messages written in the indirect approach?

Accepted Answer

A)  They involve routine circumstances. 
B)  They involve unhappy news. 
C)  They require that negative news be placed at the beginning of the message. 
D)  They require that the we-viewpoint be used. 
E)  They do not need to be adapted according to the audience. 
A)  They involve routine circumstances. 
B)  They involve unhappy news. 
C)  They require that negative news be placed at the beginning of the message. 
D)  They require that the we-viewpoint be used. 
E)  They do not need to be adapted according to the audience.

Question 15

Which of the following is true about acknowledgements?

Accepted Answer

A)  They can do away with the you-viewpoint. 
B)  They restrict the use of informal language. 
C)  They let people know the status of their orders. 
D)  Their primary function is to help build goodwill. 
E)  They typically begin with bad news and conclude with good news. 
A)  They can do away with the you-viewpoint. 
B)  They restrict the use of informal language. 
C)  They let people know the status of their orders. 
D)  Their primary function is to help build goodwill. 
E)  They typically begin with bad news and conclude with good news.

Question 16

In a response message with multiple questions, you must number the answers.

Accepted Answer

A) True 
 B)False

Question 17

Internal operational messages are those emails and hard-copy messages written by the employees of a company to suppliers, service organizations, and others outside the company.

Accepted Answer

A) True 
 B)False

Question 18

For the sake of conciseness and clarity, the questions in a direct inquiry should be combined into a single sentence.

Accepted Answer

A) True 
 B)False

Question 19

It is rude to open a response message by stating that you are complying with the reader's request.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is the result of combining two or more questions in a sentence?

Accepted Answer

A)  It makes each question stand out. 
B)  It helps build goodwill with the readers. 
C)  It de-emphasizes each question. 
D)  It invites the reader to pay more attention to individual questions. 
E)  It allows the ranking of questions according to their importance. 
A)  It makes each question stand out. 
B)  It helps build goodwill with the readers. 
C)  It de-emphasizes each question. 
D)  It invites the reader to pay more attention to individual questions. 
E)  It allows the ranking of questions according to their importance.

Which of the following claim messages presents its content in the most positive manner?

Depending on the situation, claim messages can either be written using the direct order or the indirect order.

Which of the following is true about good-news and neutral messages?

If your response to an inquiry mostly contains good news with some bad news, you should place the bad news first.

If you are seeking only one piece of information in a routine inquiry message you should:

Outline the plan recommended for a routine inquiry message.

The opening of a routine inquiry should focus on the main objective.

In cases when the reader is likely to respond negatively, the direct approach is preferred.

Which of the following illustrates the most positive way of explaining a shipping delay?

How should bad news be handled when writing routine responses?

Which of the following guidelines should be followed when writing order acknowledgement messages?

An effective direct response:

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

Why are most claim messages written in the indirect approach?

Which of the following is true about acknowledgements?

In a response message with multiple questions, you must number the answers.

Internal operational messages are those emails and hard-copy messages written by the employees of a company to suppliers, service organizations, and others outside the company.

For the sake of conciseness and clarity, the questions in a direct inquiry should be combined into a single sentence.

It is rude to open a response message by stating that you are complying with the reader's request.

Which of the following is the result of combining two or more questions in a sentence?

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Writing for a Positive Effect

Developing Your Writing Process and Choosing the Best Form

Maintaining Goodwill in Bad-News Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters

Exam 7: Getting to the Point in Good-News and Neutral Messages

Which of the following claim messages presents its content in the most positive manner?

Depending on the situation, claim messages can either be written using the direct order or the indirect order.

Which of the following is true about good-news and neutral messages?

If your response to an inquiry mostly contains good news with some bad news, you should place the bad news first.

If you are seeking only one piece of information in a routine inquiry message you should:

Outline the plan recommended for a routine inquiry message.

The opening of a routine inquiry should focus on the main objective.

In cases when the reader is likely to respond negatively, the direct approach is preferred.

Which of the following illustrates the most positive way of explaining a shipping delay?

How should bad news be handled when writing routine responses?

Which of the following guidelines should be followed when writing order acknowledgement messages?

An effective direct response:

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

Why are most claim messages written in the indirect approach?

Which of the following is true about acknowledgements?

In a response message with multiple questions, you must number the answers.

Internal operational messages are those emails and hard-copy messages written by the employees of a company to suppliers, service organizations, and others outside the company.

For the sake of conciseness and clarity, the questions in a direct inquiry should be combined into a single sentence.

It is rude to open a response message by stating that you are complying with the reader's request.

Which of the following is the result of combining two or more questions in a sentence?

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Writing for a Positive Effect

Developing Your Writing Process and Choosing the Best Form

Maintaining Goodwill in Bad-News Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters