Question 1

In a positive message, you should explain your point completely in the

Accepted Answer

A) introduction. 
B) body. 
C) close. 
D) None-all parts are usually the same length.

Question 2

Condolence messages should

Accepted Answer

A) focus on your own sense of loss. 
B) avoid referring to the deceased. 
C) be short, simple, and sincere. 
D) always be sent via electronic media.

Question 3

Customers who are dissatisfied with a company's product or service make a(n)________, or formal complaint.

Accepted Answer

The answer of Customers who are dissatisfied with a company's...

Question 4

Explain what you should include in an effective recommendation letter.

Accepted Answer

The answer of Explain what you should include in an...

Question 5

In responding favorably to a claim even though the customer was at fault, what should you try to accomplish in the body of your message?

Accepted Answer

The answer of In responding favorably to a claim even...

Question 6

In emailing a vendor for an update on the ship date of your order, what elements should you include in the closing of your request?

Accepted Answer

The answer of In emailing a vendor for an update...

Question 7

When answering requests and a potential sale is involved, one important goal is to

Accepted Answer

A) leave your audience with a good impression of you and your firm. 
B) provide negative information about any possible competitors. 
C) use hard sell techniques to pressure the reader into making the purchase. 
D) none of the above.

Question 8

If you plan to grant a claim made by a customer who's clearly at fault,

Accepted Answer

A) pinpoint the customer's shortcomings to discourage future mistakes. 
B) discourage future mistakes without insulting the customer. 
C) scold the customer to discourage future mistakes. 
D) post the situation on social media to discourage future mistakes.

Question 9

When responding to a claim when your company is at fault, it is best to

Accepted Answer

A) avoid sympathizing with the customer, since it can lead to lawsuits. 
B) do all you can to discourage any need for follow-up. 
C) take (or assign)personal responsibility for setting matters straight. 
D) be vague about when the claim may be resolved.

Question 10

A(n)________ ________ is a specialized document used to share relevant information with the local or national news media.

Accepted Answer

The answer of A(n)________ ________ is a specialized document used...

Question 11

The body of a positive message is a good place to use ________, assuring the customer of the wisdom of his or her purchase selection.

Accepted Answer

The answer of The body of a positive message is...

Question 12

Friendly notes with no direct business purpose, such as those conveying congratulations or thanks, are called ________ messages.

Accepted Answer

The answer of Friendly notes with no direct business purpose,...

Question 13

In a letter agreeing to make an adjustment even though the buyer technically was at fault, a courteous tone is less important.

Accepted Answer

A) True 
 B)False

Question 14

Writing letters of recommendation can lead to serious legal problems, including charges of ________ against employers who share negative information about candidates.

Accepted Answer

The answer of Writing letters of recommendation can lead to...

Question 15

When responding to a customer's request for an adjustment, it is usually sensible to assume that

Accepted Answer

A) if you handle the situation well, the customer will be even more loyal than before. 
B) the customer's account of the situation is exaggerated. 
C) the customer is hostile. 
D) the customer is trying to pull a fast one.

Question 16

A message of appreciation can become an important part of someone's personnel file.

Accepted Answer

A) True 
 B)False

Question 17

In most cases, when making routine requests you should assume that the audience will not comply.

Accepted Answer

A) True 
 B)False

Question 18

What three goals should you have when answering routine requests and a potential sale is involved?

Accepted Answer

The answer of What three goals should you have when...

Question 19

Which of the following will not help you write routine messages that promote goodwill?

Accepted Answer

A) Providing information your readers may find helpful 
B) Using content and tone to provide an element of entertainment 
C) Including a sales pitch with every routine message 
D) Making sure that the content and tone of the message are appropriate

Question 20

As you explain and justify your request, you should try to point out how complying with the request could benefit the reader.

Accepted Answer

A) True 
 B)False

Exam 10: Writing Routine and Positive Messages

In a positive message, you should explain your point completely in the

Condolence messages should

Customers who are dissatisfied with a company's product or service make a(n)________, or formal complaint.

Explain what you should include in an effective recommendation letter.

In responding favorably to a claim even though the customer was at fault, what should you try to accomplish in the body of your message?

In emailing a vendor for an update on the ship date of your order, what elements should you include in the closing of your request?

When answering requests and a potential sale is involved, one important goal is to

If you plan to grant a claim made by a customer who's clearly at fault,

When responding to a claim when your company is at fault, it is best to

A(n) is a specialized document used to share relevant information with the local or national news media.

The body of a positive message is a good place to use ________, assuring the customer of the wisdom of his or her purchase selection.

Friendly notes with no direct business purpose, such as those conveying congratulations or thanks, are called ________ messages.

In a letter agreeing to make an adjustment even though the buyer technically was at fault, a courteous tone is less important.

Writing letters of recommendation can lead to serious legal problems, including charges of ________ against employers who share negative information about candidates.

When responding to a customer's request for an adjustment, it is usually sensible to assume that

A message of appreciation can become an important part of someone's personnel file.

In most cases, when making routine requests you should assume that the audience will not comply.

What three goals should you have when answering routine requests and a potential sale is involved?

Which of the following will not help you write routine messages that promote goodwill?

As you explain and justify your request, you should try to point out how complying with the request could benefit the reader.