Question 1

Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment message.

Accepted Answer

A) True 
 B)False

Question 2

A subject line in a direct reply letter

Accepted Answer

A)   is mandatory.
B)   generally refers in abbreviated form to previous correspondence and/or summarizes a message.
C)   must be written as a complete sentence.
D)   identifies the sender and his or her company.

Question 3

You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the closing paragraph of an information-request message.

Accepted Answer

A) True 
 B)False

Question 4

In writing goodwill messages, you need not worry about promptness as you do in writing claims and other business messages.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is an effective opening for a routine request message?

Accepted Answer

A)   Please answer the following questions about your Web services.
B)   My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
C)   I recently read an article about your firm in the local newspaper.
D)   Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area.

Question 6

Which of the following represents the most appropriate apology in an adjustment message?

Accepted Answer

A)   We understand your reliance on a high-performance router and apologize for the incomplete installation of your DataServe router.
B)   We are sorry for any inconvenience this may have caused.
C)   We regret the error that caused the system failure you claim on your DataServe router.
D)   It is unfortunate that your DataServe router has failed, and we promise that this failure will never occur again.

Question 7

You should open the valve slowly in order to gradually vent excess pressure is an example of an effectively worded imperative mood step in a set of instructions.

Accepted Answer

A) True 
 B)False

Question 8

Businesses often write appreciation messages to which of these receivers?

Accepted Answer

A)   A competing business that "steals" a large customer order
B)   Customers who write letters of inquiry
C)   Employees who have suffered a recent loss such as the death of a family pet
D)   Customers who complain

Question 9

Although e-mail is successful for both internal and external communication, you should still use letters when

Accepted Answer

A)   you need immediate feedback.
B)   the message must reach your reader very quickly.
C)   formality and sensitivity are essential.
D)   you have too little time to proofread.

Question 10

Goodwill messages should be short, selfless, specific, spontaneous, and

Accepted Answer

A)   sassy.
B)   sincere.
C)   spiritual.
D)   suave.

Question 11

Which of these statements regarding the use of e-mail for goodwill messages is most accurate?

Accepted Answer

A)   Because a handwritten note is most impressive, any goodwill message sent by e-mail must always be followed by a more formal handwritten goodwill message.
B)   If you frequently communicate via e-mail with the intended receiver and are certain this e-mail will be received, you may send a goodwill message via e-mail.
C)   E-mail should never be used for sending any type of goodwill message.
D)   E-mail can be used for all types of goodwill messages except death condolences, for which a ready-made card is required.

Question 12

One goal of an adjustment message is to promote future business.

Accepted Answer

A) True 
 B)False

Question 13

Which part(s)  of your messages are readers likely to find most interesting and read first?

Accepted Answer

A)   Footnote
B)   Opening and closing
C)   Middle paragraphs of justification and explanation
D)   Salutation

Question 14

In the closing of a claim message, you should

Accepted Answer

A)   justify and explain your request.
B)   promote goodwill and summarize your request.
C)   reference all copies of pertinent documents enclosed.
D)   warn the company that failure to comply could cause legal action.

Question 15

Trina must respond to a customer inquiry. Her response should not only answer the customer's questions but also promote her business and its products and services.

Accepted Answer

A) True 
 B)False

Question 16

Use a direct organizational pattern in an adjustment message granting a claim.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following statements about online complaints or reviews is most accurate?

Accepted Answer

A)   Individuals should give companies an opportunity to resolve the issue before writing an online complaint.
B)   Businesses and professionals cannot sue individuals for negative online comments.
C)   Consumers who are offered payment to change an opinion or account should willingly accept a company's generous monetary gift.
D)   Anonymous complaints or reviews cannot be traced.

Question 18

When writing a message to express condolences, you should mention the loss tactfully, recognize the good qualities of the deceased, assure the receiver of your concern, offer assistance, and

Accepted Answer

A)   conclude on a reassuring note.
B)   tell the receiver to call you.
C)   focus on the future.
D)   request information on funeral arrangements.

Question 19

Most of the workplace messages that you write will likely deal with routine matters that require straightforward answers using the indirect method.

Accepted Answer

A) True 
 B)False

Question 20

Like requests and responses, instruction messages follow a straightforward, direct approach.

Accepted Answer

A) True 
 B)False

Exam 6: Positive Messages

Most of the workplace messages that you write will likely deal with routine matters that require straightforward answers using the indirect method.

Correct AnswerverifiedShow Answer

Which of the following represents the most appropriate apology in an adjustment message?

Correct AnswerverifiedShow Answer

In the closing of a claim message, you should

Correct AnswerverifiedShow Answer

Trina must respond to a customer inquiry. Her response should not only answer the customer's questions but also promote her business and its products and services.

Correct AnswerverifiedShow Answer

Which of the following is an effective opening for a routine request message?

Correct AnswerverifiedShow Answer

Although e-mail is successful for both internal and external communication, you should still use letters when

Correct AnswerverifiedShow Answer

One goal of an adjustment message is to promote future business.

Correct AnswerverifiedShow Answer

Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment message.

Correct AnswerverifiedShow Answer

Goodwill messages should be short, selfless, specific, spontaneous, and

Correct AnswerverifiedShow Answer

Which of the following statements about online complaints or reviews is most accurate?

Correct AnswerverifiedShow Answer

Businesses often write appreciation messages to which of these receivers?

Correct AnswerverifiedShow Answer

You should open the valve slowly in order to gradually vent excess pressure is an example of an effectively worded imperative mood step in a set of instructions.

Correct AnswerverifiedShow Answer

Like requests and responses, instruction messages follow a straightforward, direct approach.

Correct AnswerverifiedShow Answer

Which part(s) of your messages are readers likely to find most interesting and read first?

Correct AnswerverifiedShow Answer

In writing goodwill messages, you need not worry about promptness as you do in writing claims and other business messages.

Correct AnswerverifiedShow Answer

A subject line in a direct reply letter

Correct AnswerverifiedShow Answer

When writing a message to express condolences, you should mention the loss tactfully, recognize the good qualities of the deceased, assure the receiver of your concern, offer assistance, and

Correct AnswerverifiedShow Answer

Use a direct organizational pattern in an adjustment message granting a claim.

Correct AnswerverifiedShow Answer

You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the closing paragraph of an information-request message.

Correct AnswerverifiedShow Answer

Which of these statements regarding the use of e-mail for goodwill messages is most accurate?

Correct AnswerverifiedShow Answer

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