Question 1

Social media experts advise that consumers exhaust all other options for complaints with a company before venting online.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is the best opening for a note expressing thanks for a gift?

Accepted Answer

A)   Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it will make a perfect travel companion.
B)   Thanks for the gift!
C)   I cannot believe I have been with the company for twenty years.
D)   A lot has changed over the past twenty years.E) None of the above
F) A) and D)

Question 3

You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?

Accepted Answer

A)   Do not suggest your business typically pleases its customers; do apologize for failure.
B)   Don't use negative words (regret, error, failure) ; do use positive words (hope, achieve, strive) .
C)   Do not be vague about improvements; do guarantee the situation will not recur.
D)   Do not blame customers; do blame individuals or departments inside your organization.E) All of the above
F) A) and C)

Question 4

If you are responding favorably to your customer's claim, the best opening is an apology.

Accepted Answer

A) True 
 B)False  False

Question 5

Which of the following is not one of the most frequently used communication channels in businesses today?

Accepted Answer

A)   Letters
B)   Memos
C)   E-mails
D)   TweetsE) All of the above
F) A) and B)

Question 6

When writing a request message, use the indirect strategy by placing your request in the body of the message because stating the request in the opening is bad manners.

Accepted Answer

A) True 
 B)False

Question 7

Most workplace messages are

Accepted Answer

A)   sent via text message.
B)   placed on Post-It notes in the employees' lounge.
C)   positive or neutral.
D)   long and ambiguous.E) B) and C)
F) A) and D)

Question 8

Business letters are more confidential than electronic media such as e-mail.

Accepted Answer

A) True 
 B)False

Question 9

Letters are the preferred channel of communication for delivering messages inside an organization.

Accepted Answer

A) True 
 B)False

Question 10

In writing messages that deliver instructions, what advice should you follow?

Accepted Answer

A)   Use an autocratic tone to establish the importance of the instructions.
B)   Assume that employees want to contribute to the success of the organization.
C)   Focus on the steps in the procedure and let the tone take care of itself.
D)   Criticize the person(s)  responsible for trouble with previous procedures and then praise the person(s)  responsible for the new procedure.E) C) and D)
F) B) and D)

Question 11

In the ____________________ of a claim message, you should explain the problem and justify your request.

Accepted Answer

The answer of In the ____________________ of a claim message,...

Question 12

Place any details explaining your request for information in the body of your request message.

Accepted Answer

A) True 
 B)False  True

Question 13

Messages that offer thanks, recognition, or sympathy are called ____________________ messages.

Accepted Answer

The answer of Messages that offer thanks, recognition, or sympathy...

Question 14

I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message.

Accepted Answer

A) True 
 B)False

Question 15

What is the best advice for writing goodwill messages?

Accepted Answer

A)   Focus the message solely on the sender.
B)   Make a good impression by giving a ready-made card instead of writing your own message.
C)   Send a goodwill message promptly.
D)   Send a goodwill message to show appreciation for only a gift or monetary award.E) B) and C)
F) A) and D)

Question 16

When formatting business letters, you should use ragged-right margins.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following sentences represents an appropriate end date in a claim message?

Accepted Answer

A)   Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12.
B)   We wish to end our contract with your company if you cannot improve your service.
C)   Service calls were made to our Washington Street office on May 20, May 22, and May 27 without resolving the problem.
D)   Please replace the five Panasonic projectors we received on December 22 because the model numbers do not match the models ordered.E) A) and D)
F) All of the above

Question 18

When a company receives a claim and decides to respond favorably, the response message is called an acceptance.

Accepted Answer

A) True 
 B)False

Question 19

The body of a routine request message presents

Accepted Answer

A)   details explaining the request.
B)   action responses from the receiver.
C)   deadlines and approvals from governmental agencies.
D)   cost-to-benefit ratio analyses.E) A) and B)
F) A) and C)

Question 20

Business ____________________ are necessary when a permanent record is required; confidentiality is paramount; formality and sensitivity are essential; or a persuasive, well-considered presentation is important.

Accepted Answer

letters

Exam 6: Positive Messages

Social media experts advise that consumers exhaust all other options for complaints with a company before venting online.

Correct AnswerverifiedShow Answer

Which of the following is the best opening for a note expressing thanks for a gift?

Correct AnswerverifiedShow Answer

You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?

Correct AnswerverifiedShow Answer

If you are responding favorably to your customer's claim, the best opening is an apology.

Correct AnswerverifiedFalse

Which of the following is not one of the most frequently used communication channels in businesses today?

Correct AnswerverifiedShow Answer

When writing a request message, use the indirect strategy by placing your request in the body of the message because stating the request in the opening is bad manners.

Correct AnswerverifiedShow Answer

Most workplace messages are

Correct AnswerverifiedShow Answer

Business letters are more confidential than electronic media such as e-mail.

Correct AnswerverifiedShow Answer

Letters are the preferred channel of communication for delivering messages inside an organization.

Correct AnswerverifiedShow Answer

In writing messages that deliver instructions, what advice should you follow?

Correct AnswerverifiedShow Answer

In the ____________________ of a claim message, you should explain the problem and justify your request.

Correct AnswerverifiedShow Answer

Place any details explaining your request for information in the body of your request message.

Correct AnswerverifiedTrue

Messages that offer thanks, recognition, or sympathy are called ____________________ messages.

Correct AnswerverifiedShow Answer

I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message.

Correct AnswerverifiedShow Answer

What is the best advice for writing goodwill messages?

Correct AnswerverifiedShow Answer

When formatting business letters, you should use ragged-right margins.

Correct AnswerverifiedShow Answer

Which of the following sentences represents an appropriate end date in a claim message?

Correct AnswerverifiedShow Answer

When a company receives a claim and decides to respond favorably, the response message is called an acceptance.

Correct AnswerverifiedShow Answer

The body of a routine request message presents

Correct AnswerverifiedShow Answer

Business ____________________ are necessary when a permanent record is required; confidentiality is paramount; formality and sensitivity are essential; or a persuasive, well-considered presentation is important.

Correct Answerverifiedletters

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