Question 1

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

Accepted Answer

A) True 
 B)False

Question 2

____________________ (or complaint) letters are written by customers to identify or to correct a problem with products or services they have purchased.

Accepted Answer

The answer of ____________________ (or complaint) letters are written by...

Question 3

Which of the following is the best example of placing the most important information first in a routine information request message?

Accepted Answer

A)  I am writing this e-mail message to ask for information about some of your products.
B)  Our manager recently gave his staff approval to purchase new office printers.
C)  Hi, my name is Charlie Shi, and I have been asked to write to you directly.
D)  Please answer the following questions about your office printers.E) B) and C)
F) A) and B)

Question 4

Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase?

Accepted Answer

A)  Decide on the letter's organization.
B)  Prepare an outline to help him organize his letter.
C)  Evaluate the effectiveness of the letter from the reader's standpoint.
D)  Check for typos.E) A) and D)
F) A) and C)

Question 5

An adjustment message granting a claim should be arranged using the direct pattern.

Accepted Answer

A) True 
 B)False

Question 6

The most emphatic positions in a message are the

Accepted Answer

A)  opening and body.
B)  body and closing.
C)  body and attachments.
D)  opening and closing.E) A) and D)
F) A) and C)

Question 7

Where should you place the main idea in a business letter?

Accepted Answer

A)  An attachment 
B)  The signature lines 
C)  The first sentence 
D)  The bodyE) A) and D)
F) None of the above

Question 8

When a company receives a claim and decides to respond favorably, the response message is called a(n) ____________________.

Accepted Answer

The answer of When a company receives a claim and...

Question 9

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

Accepted Answer

A) True 
 B)False

Question 10

The first sentence of an information request is usually a(n)  __________ or a polite command.

Accepted Answer

A)  question 
B)  explanation 
C)  justification 
D)  friendly greetingE) All of the above
F) A) and C) A

Question 11

Even in an age of digital communication, claims written as ___________ are taken more seriously than telephone calls or e-mails.

Accepted Answer

The answer of Even in an age of digital communication,...

Question 12

Delay in writing a claim letter makes the claim appear less important to the receiver.

Accepted Answer

A) True 
 B)False

Question 13

What is the least accurate statement about routine response messages?

Accepted Answer

A)  A reply message written on company stationery or sent using a company e-mail address is a legally binding contract.
B)  In addition to supplying answers, a response message should promote your organization and its products.
C)  Routine response messages generally use the indirect organizational pattern.
D)  Use the subject line of a routine response message to refer to an earlier correspondence so that you can omit this reference in the opening of your letter.E) A) and B)
F) None of the above C

Question 14

A phone call or face-to-face visit is a better channel choice than e-mail when you need to

Accepted Answer

A)  convey enthusiasm, warmth, or another emotion.
B)  smooth over disagreements.
C)  supply a context.
D)  All of these choices.E) A) and B)
F) None of the above

Question 15

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

Accepted Answer

A)  Ignore the comments.
B)  Determine whether the comments violate your established social media comment policy.
C)  Delete the comments immediately.
D)  File a lawsuit against the client.E) A) and B)
F) A) and C)

Question 16

Which of the following is the most effective subject line for a routine response message?

Accepted Answer

A)  This is a reply to your April 16 e-mail message.
B)  Reply to Your E-Mail Message 
C)  Your June 5 Inquiry About Barcelona Travel Packages 
D)  URGENT!!E) All of the above
F) A) and B)

Question 17

In the workplace, most messages are positive or neutral and, therefore, direct.

Accepted Answer

A) True 
 B)False

Question 18

Yolanda booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. The best way for Yolanda to communicate her unhappiness with the accommodations would be to

Accepted Answer

A)  write a memo to someone in charge at the website where she booked her hotel.
B)  send an e-mail message to someone in charge at the website where she booked her hotel.
C)  place negative comments about the booking site on as many social media sites as possible.
D)  write a letter to someone in charge at the website where she booked her hotel.E) A) and D)
F) A) and B)

Question 19

You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?

Accepted Answer

A)  In a paragraph in the body of your message 
B)  In a separate attached document 
C)  In a bulleted or numbered list in the body of your message 
D)  In the closing paragraph of your message so that they're not overlookedE) B) and C)
F) A) and D)

Question 20

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

Accepted Answer

A) True 
 B)False  False

Exam 8: Positive Messages

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

Correct Answer
verified

____________________ (or complaint) letters are written by customers to identify or to correct a problem with products or services they have purchased.

Correct Answer
verified

Which of the following is the best example of placing the most important information first in a routine information request message?

Correct Answer
verified

Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase?

Correct Answer
verified

An adjustment message granting a claim should be arranged using the direct pattern.

Correct Answer
verified

The most emphatic positions in a message are the

Correct Answer
verified

Where should you place the main idea in a business letter?

Correct Answer
verified

When a company receives a claim and decides to respond favorably, the response message is called a(n) ____________________.

Correct Answer
verified

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

Correct Answer
verified

The first sentence of an information request is usually a(n) __________ or a polite command.

Correct Answer
verified
A

Even in an age of digital communication, claims written as ___________ are taken more seriously than telephone calls or e-mails.

Correct Answer
verified

Delay in writing a claim letter makes the claim appear less important to the receiver.

Correct Answer
verified

What is the least accurate statement about routine response messages?

Correct Answer
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C

A phone call or face-to-face visit is a better channel choice than e-mail when you need to

Correct Answer
verified

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

Correct Answer
verified

Which of the following is the most effective subject line for a routine response message?

Correct Answer
verified

In the workplace, most messages are positive or neutral and, therefore, direct.

Correct Answer
verified

Correct Answer
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You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?

Correct Answer
verified

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

Correct Answer
verified
False

Exam 8: Positive Messages

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

Correct AnswerverifiedShow Answer

____________________ (or complaint) letters are written by customers to identify or to correct a problem with products or services they have purchased.

Correct AnswerverifiedShow Answer

Which of the following is the best example of placing the most important information first in a routine information request message?

Correct AnswerverifiedShow Answer

Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase?

Correct AnswerverifiedShow Answer

An adjustment message granting a claim should be arranged using the direct pattern.

Correct AnswerverifiedShow Answer

The most emphatic positions in a message are the

Correct AnswerverifiedShow Answer

Where should you place the main idea in a business letter?

Correct AnswerverifiedShow Answer

When a company receives a claim and decides to respond favorably, the response message is called a(n) ____________________.

Correct AnswerverifiedShow Answer

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

Correct AnswerverifiedShow Answer

The first sentence of an information request is usually a(n) __________ or a polite command.

Correct AnswerverifiedA

Even in an age of digital communication, claims written as ___________ are taken more seriously than telephone calls or e-mails.

Correct AnswerverifiedShow Answer

Delay in writing a claim letter makes the claim appear less important to the receiver.

Correct AnswerverifiedShow Answer

What is the least accurate statement about routine response messages?

Correct AnswerverifiedC

A phone call or face-to-face visit is a better channel choice than e-mail when you need to

Correct AnswerverifiedShow Answer

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

Correct AnswerverifiedShow Answer

Which of the following is the most effective subject line for a routine response message?

Correct AnswerverifiedShow Answer

In the workplace, most messages are positive or neutral and, therefore, direct.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?

Correct AnswerverifiedShow Answer

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

Correct AnswerverifiedFalse

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A

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C

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False