Question 1

Revise the following poorly written opening of a claim letter requesting an exchange of a smartphone still under warranty. Write the opening sentence only.
My TravelerXtra smartphone was purchased from your online store on September 15, 2014, for your attractive price of $228.88 plus $24.48 shipping and handling with no service contract required. I have used my TravelerXtra for business texting, e-mailing, and phoning ever since, which was exactly what I needed it to do. Yesterday my TravelerXtra shut itself down out of the blue, and I can't use it for anything. Now I'm without a business tool and over $250, which makes me feel ripped off because I received only one month of service from this phone. When I tried to exchange it at one of your land-based stores, the clerk told me, "No way, dude. You buy online, you fly online." Now what?

Accepted Answer

The answer of Revise the following poorly written opening of...

Question 2

Identify one difference $\text {\underline{ and} }$ one similarity between e-mails and memos.

Accepted Answer

The answer of Identify one difference $\text {\underline{ and} }$...

Question 3

Sales messages are most effective if they follow the AIDA strategy. What are the four parts of the AIDA strategy?

Accepted Answer

A)  Audience, investigate, develop, analysis 
B)  Aggressive, indirect, direct, assertive 
C)  Analyze, interpret, define, adapt 
D)  Attention, interest, desire, action

Question 4

Rewrite the following poorly written opening to an adjustment letter responding to a claim. Write the opening sentence only.
We are extremely saddened to learn of the unfortunate failure of your TravelerXtra smartphone, and we apologize for any inconvenience it has caused you. Although company policy typically prevents us from offering a total replacement at no cost to you for defective products, we'll make an exception in your case. Therefore, we have enclosed a voucher for a new TravelerXtra smartphone that you can take to our store nearest you.

Accepted Answer

The answer of Rewrite the following poorly written opening to...

Question 5

One advantage of podcasts is that they can broadcast repetitive information that does not require interaction.

Accepted Answer

A) True 
 B)False

Question 6

Businesses use wikis to

Accepted Answer

A)  facilitate feedback from employees before and after meetings. 
B)  share information between corporate headquarters and satellite offices. 
C)  collect and disseminate information to large audiences. 
D)  Businesses use wikis for all these reasons.

Question 7

Persuasive requests should be organized

Accepted Answer

A)  quickly. 
B)  indirectly. 
C)  directly. 
D)  chronologically.

Question 8

Most e-mail messages should be organized using the direct strategy.

Accepted Answer

A) True 
 B)False

Question 9

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.

Accepted Answer

A) True 
 B)False

Question 10

Businesses now use social media sites to recruit employees.

Accepted Answer

A) True 
 B)False

Question 11

All of the following are goals for a business writer who must communicate bad news except to

Accepted Answer

A)  project a professional image. 
B)  convey empathy and sensitivity. 
C)  be fair. 
D)  prove that the customer is wrong.

Question 12

Which of the following is not a characteristic of a goodwill message?

Accepted Answer

A)  Sincerity 
B)  Spontaneity 
C)  Showmanship 
D)  Selflessness

Question 13

Bad-news messages can be organized using the direct or indirect strategy. Identify one situation when each strategy would be appropriate $\text {\underline{ and} }$identify the organizational pattern for each strategy.

Accepted Answer

The answer of Bad-news messages can be organized using the...

Question 14

Ellen wants to create a blog for her business. What is the best advice for her to follow?

Accepted Answer

A)  Craft a catchy but concise title such as Five Ways to Ace an Interview. 
B)  Provide details in the opening where they will not be missed by her readers. 
C)  Avoid including visuals because they will distract her reader. 
D)  Don't worry about her wording, especially her grammar, punctuation, and mechanics.

Question 15

A wiki is a website with journal entries on any imaginable topic usually written by one person.

Accepted Answer

A) True 
 B)False

Question 16

Use the opening of a persuasive request to gain your reader's attention and interest.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A)  You have sold me jewelry for three years, and you have never failed to deliver nice merchandise in the past. 
B)  On April 2 I opened your delivery containing the chain (Item No. 544558-15454) I ordered on March 1. 
C)  Please replace this damaged 18-inch sterling silver herringbone chain received as part of Order No. 248-21. 
D)  I am very upset with the broken 18-inch sterling silver herringbone chain in your recent shipment because I had no necklace to wear to my son's wedding!

Question 18

The need for persuasive skills has diminished in today's corporate world.

Accepted Answer

A) True 
 B)False

Question 19

A business letter is

Accepted Answer

A)  the best communication channel when sending urgent messages. 
B)  an outdated form of communication in the business world. 
C)  necessary when the situation is formal and sensitive. 
D)  less confidential than other forms of communication.

Question 20

Which of the following statements about social networking in the workplace is most accurate?

Accepted Answer

A)  Businesses use social networking sites only to connect with customers. 
B)  Social networking presents no risks for businesses. 
C)  Business professionals should always think twice before posting anything on social networking sites. 
D)  All answer choices are accurate statements about the use social networking on the job.

Exam 16: Document Format Guide

Identify one difference $\text {\underline{ and} }$ one similarity between e-mails and memos.

Sales messages are most effective if they follow the AIDA strategy. What are the four parts of the AIDA strategy?

One advantage of podcasts is that they can broadcast repetitive information that does not require interaction.

Businesses use wikis to

Persuasive requests should be organized

Most e-mail messages should be organized using the direct strategy.

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.

Businesses now use social media sites to recruit employees.

All of the following are goals for a business writer who must communicate bad news except to

Which of the following is not a characteristic of a goodwill message?

Bad-news messages can be organized using the direct or indirect strategy. Identify one situation when each strategy would be appropriate $\text {\underline{ and} }$ identify the organizational pattern for each strategy.

Ellen wants to create a blog for her business. What is the best advice for her to follow?

A wiki is a website with journal entries on any imaginable topic usually written by one person.

Use the opening of a persuasive request to gain your reader's attention and interest.

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

The need for persuasive skills has diminished in today's corporate world.

A business letter is

Which of the following statements about social networking in the workplace is most accurate?

Exam 16: Document Format Guide

Identify one difference and‾ \text {\underline{ and} } and​ one similarity between e-mails and memos.

Sales messages are most effective if they follow the AIDA strategy. What are the four parts of the AIDA strategy?

One advantage of podcasts is that they can broadcast repetitive information that does not require interaction.

Businesses use wikis to

Persuasive requests should be organized

Most e-mail messages should be organized using the direct strategy.

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.

Businesses now use social media sites to recruit employees.

All of the following are goals for a business writer who must communicate bad news except to

Which of the following is not a characteristic of a goodwill message?

Bad-news messages can be organized using the direct or indirect strategy. Identify one situation when each strategy would be appropriate and‾ \text {\underline{ and} } and​ identify the organizational pattern for each strategy.

Ellen wants to create a blog for her business. What is the best advice for her to follow?

A wiki is a website with journal entries on any imaginable topic usually written by one person.

Use the opening of a persuasive request to gain your reader's attention and interest.

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

The need for persuasive skills has diminished in today's corporate world.

A business letter is

Which of the following statements about social networking in the workplace is most accurate?

Identify one difference $\text {\underline{ and} }$ one similarity between e-mails and memos.

Bad-news messages can be organized using the direct or indirect strategy. Identify one situation when each strategy would be appropriate $\text {\underline{ and} }$ identify the organizational pattern for each strategy.