Question 1

Which statement about a sympathy message is most accurate?

Accepted Answer

A)   Sympathy messages are probably more difficult to write than any other kind of message.
B)   Sympathy messages should reference the death or misfortune sensitively.
C)   Sympathy messages should praise the deceased in a personal way.
D)   All statements are accurate.E) A) and C)
F) None of the above

Question 2

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 3

When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.

Accepted Answer

A) True 
 B)False

Question 4

When you respond to customers online, you should do so in less than 24 hours.

Accepted Answer

A) True 
 B)False

Question 5

One important guideline when preparing instructions is to

Accepted Answer

A)   follow an indirect approach to soften the impact of the demand for compliance.
B)   begin with an admonition or warning of the punishment for failure to comply fully with directions as written.
C)   put all steps of the instructions in one paragraph.
D)   divide the process into logical steps and present them in the correct order.E) A) and B)
F) A) and C)

Question 6

Sympathy notes are probably more difficult to write than any other type of message.

Accepted Answer

A) True 
 B)False

Question 7

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 8

Which statement about the format of a business letter is most accurate?

Accepted Answer

A)   Legal agreements are invalid if they do not demonstrate the correct letter format.
B)   All business letters will use the block formatting style.
C)   The appearance of a business letter can send nonverbal messages about a sender to a receiver.
D)   All answer choices are accurate.E) A) and B)
F) All of the above

Question 9

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

Accepted Answer

A)   summarizes the reader's claim and request.
B)   presents the good news immediately.
C)   explains and clarifies the company's position.
D)   builds goodwill.E) All of the above
F) B) and C)

Question 10

Which of the following would be the most effective closing statement in a routine action request message?

Accepted Answer

A)   Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.
B)   We hope you can get our work completed in a timely manner.
C)   Thank you in advance for sending a copy of the contract for installation of a new HVAC system by April 1.
D)   I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible convenience.E) None of the above
F) All of the above

Question 11

When writing goodwill messages, you should always use the "you" perspective.

Accepted Answer

A) True 
 B)False

Question 12

The first sentence of a direct request is usually a question or a polite ____________________ such as Please answer the following questions about your accommodations for a seminar.

Accepted Answer

The answer of The first sentence of a direct request...

Question 13

In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's products or services.

Accepted Answer

A) True 
 B)False

Question 14

Most companies receiving a claim message tend to

Accepted Answer

A)   ignore the first phone call, e-mail, or letter.
B)   respond only to letters containing complaints that could result in lawsuits or financial harm.
C)   respond promptly because they want to maintain customer goodwill and loyalty.
D)   wait two to six weeks to establish a "cooling-off period" prior to responding.E) A) and B)
F) C) and D)

Question 15

End dates and specific actions in a routine request message should be placed in the

Accepted Answer

A)   introduction.
B)   body.
C)   closing.
D)   enclosure notation.E) None of the above
F) All of the above

Question 16

Which of the following sentences is not a parallel step in this set of instructions?

Accepted Answer

A)   List the required education, work experience, and technical skills in Section 2.
B)   Contact the director of human resources to obtain a job-posting identification number.
C)   Placing age or gender preference in the candidate qualifications section creates legal jeopardy.
D)   Identify the division, department, and supervising agent for this position in Section 3.E) A) and C)
F) B) and C)

Question 17

In the popular block letter format, which of the following guidelines apply?

Accepted Answer

A)   Use ragged, unjustified right margins.
B)   Use fully justified margins on all sides and center the body of the letter on the page.
C)   Start the sender's address, the dateline, and the complimentary close at the midpoint; align all other letter parts at the left margin.
D)   Double-space all content to improve readability.E) B) and C)
F) C) and D)

Question 18

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

Accepted Answer

A) True 
 B)False

Question 19

Instructions should be divided into a series of steps, and then each step should be written in the imperative mood, which means it is written as a command.

Accepted Answer

A) True 
 B)False

Question 20

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

Accepted Answer

A)   assume the company understands his request without explanation.
B)   use emotional language to show how upset he is about the situation.
C)   assume the company purposely tries to cheat its customers.
D)   identify enclosed copies of all pertinent documents.E) B) and C)
F) None of the above

Exam 6: Positive Messages

Instructions should be divided into a series of steps, and then each step should be written in the imperative mood, which means it is written as a command.

Correct AnswerverifiedShow Answer

Which statement about the format of a business letter is most accurate?

Correct AnswerverifiedShow Answer

When writing goodwill messages, you should always use the "you" perspective.

Correct AnswerverifiedShow Answer

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

Correct AnswerverifiedShow Answer

End dates and specific actions in a routine request message should be placed in the

Correct AnswerverifiedShow Answer

Which of the following would be the most effective closing statement in a routine action request message?

Correct AnswerverifiedShow Answer

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

Correct AnswerverifiedShow Answer

When you respond to customers online, you should do so in less than 24 hours.

Correct AnswerverifiedShow Answer

When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.

Correct AnswerverifiedShow Answer

The first sentence of a direct request is usually a question or a polite ____________________ such as Please answer the following questions about your accommodations for a seminar.

Correct AnswerverifiedShow Answer

One important guideline when preparing instructions is to

Correct AnswerverifiedShow Answer

In the popular block letter format, which of the following guidelines apply?

Correct AnswerverifiedShow Answer

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

Correct AnswerverifiedShow Answer

Sympathy notes are probably more difficult to write than any other type of message.

Correct AnswerverifiedShow Answer

Which of the following sentences is not a parallel step in this set of instructions?

Correct AnswerverifiedShow Answer

In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's products or services.

Correct AnswerverifiedShow Answer

Most companies receiving a claim message tend to

Correct AnswerverifiedShow Answer

Which statement about a sympathy message is most accurate?

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

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

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