Brenda writes the following request: "Send me the new sales figures right away." Which of the following errors has she made?
A. Using a demanding tone
B. Asking an important question first
C. Addressing multiple topics per question
D. Using too casual a tone
E. Using reader's request last
A. Using a demanding tone
Don wants to make sure his request comes across as polite. Which of the following should he do?
A. Use a demanding tone.
B. Explain how it will benefit the reader.
C. Assume that his audience will comply.
D. Indicate his boss is interested in the response.
E. Ask only relevant questions.
B. Explain how it will benefit the reader.
When answering requests when a potential sale is involved, what is one of your main goals?
A. To get a
commitment for a sale now
B. To answer only those questions that make the company look as good as possible
C. To encourage future sales
D. To ask for referrals to other customers
E. To explain why the competitors are not as deserving of the sale
C. To encourage future sales
When writing a routine business request, you should ________.
A. use the indirect approach.
B. use the direct
approach.
C. open by justifying your request.
D. use the body to request specific action.
E. close by presenting your main idea.
B. use the direct approach.
When writing a routine business request, you should _________.
A. justify the request or explain its importance
B. combine complex requests into questions that cover multiple topics
C. ask the most important questions last
D.
explain the disadvantages of responding
E. use the indirect approach
A. justify the request or explain its importance
Jessica writes the following business request: "Would you please send me a copy of the latest sales documents and a list of the employees assigned to our new project?" Which of the following errors has she made?
A. Not conducting a thorough audience analysis
B. Dealing with
multiple topics per question
C. Using an overly polite tone
D. Asking the least important question first
E. Asking irrelevant questions
B. Dealing with multiple topics per question
When making a routine request, which piece of advice should you follow?
A. Demand action.
B. Be specific.
C. Do not assume that your audience will comply.
D. Do not consider the tone of the message.
E. Be
vague.
B. Be specific.
Which of the following is the appropriate way to make a claim request when the remedy is obvious?
A. You should demand an immediate resolution.
B. You should express your anger and frustration and escalate the issue within the organization.
C. You should not make a claim request.
D. You should request the company assess the situation.
E. You should clearly request it be
done.
E. You should clearly request it be done.
Which of the following is the appropriate way to make a claim request when the remedy is NOT obvious?
A. You should not make a claim request.
B. You should not make a claim and ignore the problem.
C. You should not make a claim.
D. You should demand an immediate resolution.
E. You should request that the company assess the situation.
E. You should request that the company assess the situation.
Which of the following is an example of a routine message?
A. The company is experiencing financial problems and is suspending employer contributions to the retirement plan.
B. The company is announcing an impending merger.
C. Lucas informs Ray that he is being transferred to another division within the company.
D. Latisha is requesting a letter of
recommendation from Joshua.
E. The company is announcing a change in the employer-sponsored tuition reimbursement plan.
D. Latisha is requesting a letter of recommendation from Joshua.
Which of the following is an example of a concise sentence?
A. "We will start selling your items in our store next Tuesday."
B. "We are pleased to inform you that as of next Tuesday we will begin developing plans to
carry your product in our store."
C. "It is our pleasure to inform you that on Tuesday, we will start the process of selling your items to our customers."
D. "We intend to start making arrangements for the sale of your items on Tuesday."
E. "It is our intention to stock your items in our stores for our customers Tuesday."
A. "We will start selling your items in our store next Tuesday."
"Let me know if there is anything else I can do to assist you" is an example of which of the following?
A. Main idea
B. Condescending tone
C. Courteous close
D. Disappointing news
E. Concise opening
C. Courteous close
Which of the following is true in most cases when developing a written request?
A. The request should be followed up with a phone call or an IM to ensure it was received.
B. It is
best to be vague when stating the request to allow the audience to determine how they can best help.
C. You should assume your audience will comply.
D. You should assign a deadline for a response to eliminate delays.
E. The more demanding the tone, the more likely you are to have a positive resolution
C. You should assume your audience will comply.
Which of the following should you do when writing routine replies and positive messages?
A. Make sure that readers acknowledges their personal responsibility.
B. End the message with the main idea.
C. Embed positive statements in negative contexts.
D. Develop the single most important message during the writing process.
E. Use the direct approach.
E. Use the direct approach.
Bill receives a customer complaint. His customer has clearly misused the product, but Bill agrees to grant the claim. Which of the following should he do in his response?
A. Make elaborate promises.
B. Imply he will grant further claims.
C.Discourage future mistakes.
D. Refer to the crisis management plan.
E. Blame the customer for the problem.
C.Discourage future mistakes.
Nicole is a hiring manager and is preparing an announcement regarding a new executive hire. Which of the following approaches should she use?
A. Deceptive
B. Reluctant
C. Forceful
D. Direct
E. Indirect
D. Direct
Which of the following is the MOST common reason some employers are reluctant to provide recommendation letters for former employees?
A. Employers are uncomfortable with their writing skills.
B. The former employee will demand to be rehired.
C. Employees will
use the recommendation letter to seek employment.
D. Employees have sued employers.
E. Employers do not have time to write these letters.
D. Employees have sued employers.
Most routine communications are ___________.
A. positive
B. subjective
C. negative
D. neutral
E. biased
D. neutral
Which of the following is true about a traditional news release?
A. A traditional news release is not written directly to the ultimate audience.
B. A traditional news release is directed to consumers.
C. A traditional news release is written directly to the ultimate audience.
D. A traditional news release is an announcement submitted to employees.
E. A traditional news release uses bullet points.
A. A traditional news release is not written directly to the ultimate audience.
Which of the following is true about a social media release?
A. A social media release is an announcement submitted to the news media.
B. A social media release is considered to be a direct-to-consumer news release.
C. A social media release is an announcement submitted to employees.
D. A social media release is directed to an editor.
E. A social media release uses narrative paragraphs.
B. A social media release is considered to be a direct-to-consumer news release.
________________ are the most personal business messages that you may ever have to write.
A. Condolence letters
B. Good news announcements
C. Goodwill messages
D. Claims and adjustment letters
E. Recommendation letters
A. Condolence letters
Which of the following is a step in an effective routine response to a customer complaint?
A. Explain how you plan to resolve the situation.
B. Apologize profusely, even if this is insincere.
C. Assign blame to a coworker by name.
D. Do not accept personal responsibility.
E. Do not sympathize with the customer's frustration since this could encourage similar claims in the future.
A. Explain how you plan to resolve the situation.
saac has been asked to write a letter of congratulations; this is also known as a ________________ message.
A. recommendation
B. claims and adjustment
C. good news
D. goodwill
E. thank you
D. goodwill
Patricia wants to let her team know that they did exceptional work on a recent project. Patricia is going to send her team a message of ________________.
A.
goodwill
B. recommendation
C. good news
D. recognition
E. appreciation
E. appreciation
When making a claim or requesting an adjustment, you should do which of the following?
A. Provide a straightforward statement of the problem in the body of the request.
B. Present facts honestly and clearly.
C. Maintain an angry tone to convey your frustration.
D. Demand immediate action.
E.
Open with specific details of the problem.
B. Present facts honestly and clearly.
When responding to a claim or adjustment request when the customer is at fault, you should __________.
weigh the cost of complying with or refusing the request
open with the bad news
educate the customer on what he or she did wrong
let the customer know that his or her business can be taken elsewhere
weigh the cost of complying with or refusing the request
Which of the following is a common routine request?
A letter of condolence
A message asking for information
A letter of acceptance
A letter of resignation
A message asking for information
Which of the following is true regarding the tone that a sender should use in routine request or positive message?
People should avoid using a demanding tone while composing a routine request or positive message.
Recipients, especially businesspeople, consider emails with obsolete words highly formal.
People should preferably use acronym-filled language, especially in business-related messages.
Humor should preferably be used as an ice-breaker while communicating across cultural boundaries.
People should avoid using a demanding tone while composing a routine request or positive message.
Which of the following should be included in the body of a routine request?
State your request in a demanding, impersonal tone.
Explain any potential benefits of responding to the request.
Express your gratitude.
Include your contact information.
Explain any potential benefits of responding to the request.
Which of the following is an example of a routine request?
Writing an email recalling a defective toy
Writing a social media post informing the public of a location closure
Writing a letter asking for information
Writing a letter informing customers of a location move
Writing a letter asking for information
Which of the following is true about routine and positive messages?
The close of routine and positive messages explains what the audience should do next and how it will benefit them.
If your routine message must convey mildly disappointing information, you should put the negative portion of your message in the opening of the message.
In the case of routine messages, you should avoid using the "you" perspective.
Routine messages should always emphasize the call for action.
The close of routine and positive messages explains what the audience should do next and how it will benefit them.
Which of the following messages requires a direct approach?
A message informing a consumer about the replacement of a defective product
A message from a credit card company asking a customer to pay a fine for late payment
A message informing a customer that his request for an upgrade of his credit rating has been rejected
A notice to an employee announcing a salary reduction of 20 percent
A message informing a consumer about the replacement of a defective product
Which of the following is an example of a goodwill technique?
Printed sympathy messages
Using a "me" perspective
Using a funny message to entertain all customers
Highlighting audience benefits
Highlighting audience benefits
What is a news release?
A report that offers both information and analysis
A document used to share relevant information with the media
A report that offers data, facts, feedback, and other types of information
An overview of important points
A document used to share relevant information with the media
A written response to a claim is called a(n) __________.
abstract
recommendation
adjustment
sales message
adjustment
A claim is __________.
a formal complaint made in response to dissatisfaction over a product or service
the settlement of a formal complaint
a synopsis that accompanies a long technical, professional, or academic report
a structured, written summary of a person's education, employment background, and job qualifications
a formal complaint made in response to dissatisfaction over a product or service
Condolences are _________.
ideally conveyed through handwritten notes
ideally conveyed through Facebook posts
should mostly be conveyed through text messages
ideally sent much later after the tragedy has occurred rather than immediately after it
ideally conveyed through handwritten notes
Which of the following is true of congratulatory and appreciation messages?
A good congratulatory message will include specific content that relates to the reason why someone is being thanked.
A message of congratulation should only be used for personal messages.
A congratulatory message must always take the form of a formal letter.
An effective thank-you message is always generic in nature.
A good congratulatory message will include specific content that relates to the reason why someone is being thanked.
Which of the following guidelines should be followed when writing a letter of recommendation?
The candidate's suspension for irregular attendance while working in your company should be included.
The nature of your relationship with the candidate should be omitted.
Facts and evidence relevant to the candidate and the opportunity should be mentioned.
Be specific and avoid including an overall evaluation of the candidate's suitability for a particular opportunity.
Facts and evidence relevant to the candidate and the opportunity should be mentioned.
Which of the following strategies should you keep in mind when writing a routine business request?
Minimize future correspondence on the matter.
State your request or main idea up front.
Eliminate future correspondence on the matter.
Be vague and include as little detail as possible.
State your request or main idea up front
With a routine request, you should state your request __________.
as a demanding action
using an indirect approach
assuming that the audience will not comply
in the beginning of the message
in the beginning of the message
For routine replies and positive messages, you should __________.
lay emphasis on the "you" perspective
place the main idea or the good news in the opening
use the indirect approach
use ambiguous language open to multiple interpretations
place the main idea or the good news in the opening
Which of the following is a step in planning a routine or positive message?
Analyze the situation.
Distribute the message.
Adapt to your audience.
Compose the message.
Analyze the situation.
Which of the following is a goal when answering a request for information and action?
Use an indirect approach
Answer all of the questions in the request
Wait to respond for a minimum of 60 days
Avoid sharing responsibility for anything
Answer all of the questions in the request
________ is a term used to describe the attitude of friendliness and caring that is central to creating, solidifying, and maintaining relationships.
Goodwill
Lethargy
Accommodation
Reciprocation
Goodwill