Question 1

When service is involved in a claim, you should

Accepted Answer

A)  demand a full refund of the service fee and a repeat service call.
B)  avoid naming the service representatives involved or otherwise identifying responsible company employees.
C)  cite names of individuals spoken to and dates of calls.
D)  enclose a photograph of yourself crying or suffering other severe emotional distress because of the poor service.E) A) and B)
F) A) and D)

Question 2

M essages expressing thanks should

Accepted Answer

A)  open indirectly.
B)  contain fewer than 5 sentences.
C)  be specific, warm, and conversational.
D)  All of these are true.E) None of the above
F) A) and B)

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

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) None of the above
F) All of the above

Question 6

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 7

The first step involves installing the app  is an example of the indicative mood.

Accepted Answer

A) True 
 B)False

Question 8

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.E) B) and C)
F) A) and D)

Question 9

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) A) and B)

Question 10

Individuals can be sued for negative comments made online.

Accepted Answer

A) True 
 B)False

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

To get the best results, write your claim promptly because delaying a claim makes it seem less important.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is the most appropriate opening for an adjustment message granting a claim?

Accepted Answer

A)  We are very sorry to hear that your meal with us did not meet your expectations.
B)  Thank you for your letter of November 16 describing your bad dining experience with us last weekend.
C)  Although we believe that the food we served last weekend was of the highest quality, we are willing to refund the cost of your dinner this time only.
D)  The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.E) A) and B)
F) None of the above

Question 14

A popular format of business letters, called _____________________ style, aligns all parts on the left of the page.

Accepted Answer

A)  justified
B)  formal
C)  informal
D)  blockE) A) and D)
F) B) and C)

Question 15

When sending a claim letter by mail, include all original documents such as invoices, sales slips, catalog descriptions, and repair records.

Accepted Answer

A) True 
 B)False

Question 16

Frontloading a message refers to

Accepted Answer

A)  including an attachment.
B)  proofreading only the beginning of a letter.
C)  including a salutation or greeting.
D)  placing the main idea of the message first.E) B) and D)
F) None of the above

Question 17

If you must provide large amounts of data or answer many questions in your response message, make your message more readable with graphic devices such as lists, tables, headings, boldface, or italics.

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A)  sassy.
B)  sincere.
C)  spiritual.
D)  suave.E) A) and B)
F) B) and C)

Question 19

Business letters carry a ____________________ message that the writer considered the message to be significant and values the recipient.

Accepted Answer

The answer of Business letters carry a ____________________ message that...

Question 20

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.E) A) and B)
F) None of the above

Exam 6: Positive Messages

If you must provide large amounts of data or answer many questions in your response message, make your message more readable with graphic devices such as lists, tables, headings, boldface, or italics.

Correct AnswerverifiedShow Answer

M essages expressing thanks should

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The first step involves installing the app is an example of the indicative mood.

Correct AnswerverifiedShow Answer

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

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Individuals can be sued for negative comments made online.

Correct AnswerverifiedShow Answer

Business letters carry a ____________________ message that the writer considered the message to be significant and values the recipient.

Correct AnswerverifiedShow Answer

In the closing of a claim message, you should

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Frontloading a message refers to

Correct AnswerverifiedShow Answer

A popular format of business letters, called _____________________ style, aligns all parts on the left of the page.

Correct AnswerverifiedShow Answer

Which of the following is the most appropriate opening for an adjustment message granting a claim?

Correct AnswerverifiedShow Answer

When service is involved in a claim, you should

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

To get the best results, write your claim promptly because delaying a claim makes it seem less important.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

When sending a claim letter by mail, include all original documents such as invoices, sales slips, catalog descriptions, and repair records.

Correct AnswerverifiedShow Answer

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