Question 1

Outline what should be included in the introduction, body, and conclusion of a routine and/or positive message.

Accepted Answer

Introduction: In most cases, you can get...

Question 2

When developing routine requests and positive messages, you should ________.

Accepted Answer

A)   slowly build up to the request or main idea
B)   not assume that your audience will comply
C)   demand action to ensure compliance
D)   soften your request with words such as "please" and "I would appreciate"E) None of the above
F) All of the above

Question 3

When explaining and justifying your routine request in the body of your message, you should start with your ________ request.

Accepted Answer

The answer of When explaining and justifying your routine request...

Question 4

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

Accepted Answer

A)   Do not go into details of how you plan to resolve the situation.
B)   Specifically assign blame to someone in your organization by name.
C)   Start from the assumption that the information the customer provided is correct.
D)   Imply that the customer is at fault.E) B) and C)
F) A) and C)

Question 5

The opening of a written request must contain buffer statements that gradually build up to the main idea, which is introduced in the body of the message.

Accepted Answer

A) True 
 B)False

Question 6

Explain why goodwill messages are important.

Accepted Answer

Goodwill messages can improve your relat...

Question 7

Describe the advantages social media releases have over traditional news releases.

Accepted Answer

The social media release has several adv...

Question 8

Which of the following statements would best replace the opening of the above message?

Accepted Answer

A)   I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores.
B)   I was always a huge fan of the furniture at Kian and have bought several products from your stores. However, I am very disappointed with my new purchase.
C)   Some pieces of a bookcase that I recently bought from your store broke during assembly. Please arrange to give me a complete refund of the price of the bookcase or a voucher for the same amount.
D)   I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is useless to me, don't you think that my request is only fair?E) All of the above
F) B) and C)

Question 9

When developing routine requests and positive messages, you should soften your request with words such as ________.

Accepted Answer

The answer of When developing routine requests and positive messages,...

Question 10

Which of the following is the best opening for a good-news letter offering a job to a potential employee?

Accepted Answer

A)   As you know, much deliberation and debate has gone into interviewing and selecting only the very best candidates for this position.
B)   Thank you for meeting with us last week to discuss employment possibilities.
C)   Congratulations, we would like to offer you a position at our company.
D)   Any of the aboveE) A) and B)
F) B) and C)

Question 11

Regardless of who is at fault, you must make it a point to apologize when granting a customer's claim.

Accepted Answer

A) True 
 B)False

Question 12

When making claims or requesting adjustments, you should always maintain a professional ________.

Accepted Answer

The answer of When making claims or requesting adjustments, you...

Question 13

For more complex situations you may need to provide ________.

Accepted Answer

A)   the full name and address of the person to whom the letter should be sent
B)   the deadline for sending the response
C)   more extensive reasons and justification for your request
D)   an offer to pay for the service renderedE) C) and D)
F) B) and D)

Question 14

Sandra's new laptop is not running some key applications. She sends an email to the company's customer care center explaining the problem. This is an example of a routine request for making a ________.

Accepted Answer

The answer of Sandra's new laptop is not running some...

Question 15

A traditional press release ________.

Accepted Answer

A)   should be written directly to the ultimate audience, such as the readers of a newspaper
B)   does not follow the customary pattern for a positive message
C)   should contain positive, self-congratulatory adjectives and adverbs
D)   presents the good news first, followed by details and a positive close.E) C) and D)
F) All of the above

Question 16

Most routine communications are ________.

Accepted Answer

A)   impersonal
B)   neutral
C)   positive
D)   negativeE) None of the above
F) A) and C)

Question 17

When granting claims and requests for adjustment when your company is at fault, you should ________to verify that your response was correct.

Accepted Answer

The answer of When granting claims and requests for adjustment...

Question 18

You are developing a routine request asking the sales personnel in your team to submit their sales figures for the month. Which of the following paragraphs would most effectively close your message?

Accepted Answer

A)   Please send me the information by Thursday evening so that I can include the information in the monthly sales report. Thank you.
B)   These figures should reach my office as soon as possible.
C)   I would like to have these figures at the earliest since they need to be included in the monthly sales report. Thanks in advance.
D)   Please ensure that this request is complied with by Thursday evening so that I can include the figures in the monthly sales report.E) A) and B)
F) A) and C)

Question 19

When making claims or requesting adjustments, it's important to keep your cool when communicating, no matter how angry or frustrated you are.

Accepted Answer

A) True 
 B)False

Question 20

When using email to request action, the subject line should be as vague as possible.

Accepted Answer

A) True 
 B)False

Exam 7: Writing Routine and Positive Messages

Outline what should be included in the introduction, body, and conclusion of a routine and/or positive message.

Correct AnswerverifiedIntroduction: In most cases, you can get...View AnswerShow Answer

Describe the advantages social media releases have over traditional news releases.

Correct AnswerverifiedThe social media release has several adv...View AnswerShow Answer

When developing routine requests and positive messages, you should ________.

Correct AnswerverifiedShow Answer

You are developing a routine request asking the sales personnel in your team to submit their sales figures for the month. Which of the following paragraphs would most effectively close your message?

Correct AnswerverifiedShow Answer

A traditional press release ________.

Correct AnswerverifiedShow Answer

When using email to request action, the subject line should be as vague as possible.

Correct AnswerverifiedShow Answer

When making claims or requesting adjustments, you should always maintain a professional ________.

Correct AnswerverifiedShow Answer

When developing routine requests and positive messages, you should soften your request with words such as ________.

Correct AnswerverifiedShow Answer

Sandra's new laptop is not running some key applications. She sends an email to the company's customer care center explaining the problem. This is an example of a routine request for making a ________.

Correct AnswerverifiedShow Answer

Explain why goodwill messages are important.

Correct AnswerverifiedGoodwill messages can improve your relat...View AnswerShow Answer

When making claims or requesting adjustments, it's important to keep your cool when communicating, no matter how angry or frustrated you are.

Correct AnswerverifiedShow Answer

Which of the following statements would best replace the opening of the above message?

Correct AnswerverifiedShow Answer

When granting claims and requests for adjustment when your company is at fault, you should ________to verify that your response was correct.

Correct AnswerverifiedShow Answer

The opening of a written request must contain buffer statements that gradually build up to the main idea, which is introduced in the body of the message.

Correct AnswerverifiedShow Answer

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

Correct AnswerverifiedShow Answer

When explaining and justifying your routine request in the body of your message, you should start with your ________ request.

Correct AnswerverifiedShow Answer

Most routine communications are ________.

Correct AnswerverifiedShow Answer

For more complex situations you may need to provide ________.

Correct AnswerverifiedShow Answer

Which of the following is the best opening for a good-news letter offering a job to a potential employee?

Correct AnswerverifiedShow Answer

Regardless of who is at fault, you must make it a point to apologize when granting a customer's claim.

Correct AnswerverifiedShow Answer

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Introduction: In most cases, you can get...
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The social media release has several adv...
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Goodwill messages can improve your relat...
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