Question 1

In the body of your routine message making claims or requesting actions, you should ________.

Accepted Answer

A)   clearly express your anger and frustration
B)   warn the reader of the consequences of inaction
C)   apologize for the inconvenience caused
D)   give a complete and specific explanation of the detailsE) C) and D)
F) B) and C)

Question 2

Offer a few suggestions for writing condolence messages.

Accepted Answer

A. Keep reminiscences brief. Recount a m...

Question 3

When making a routine request, there is no need to explain or justify your request as readers are not likely to raise any objections.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is a pointer for writing positive messages?

Accepted Answer

A)   Use phrases such as "Please feel free to…" to generate goodwill.
B)   Avoid offering additional services.
C)   Avoid trite, obvious statements.
D)   Do not volunteer information about the request.E) A) and D)
F) A) and C)

Question 5

When sending a condolence message for a death, refer to it as a "passing away" or a "departing" to soften the blow.

Accepted Answer

A) True 
 B)False

Question 6

Describe the guidelines to follow for the opening of a routine request.

Accepted Answer

Place your request first; pay ...

Question 7

Which of the following is TRUE about points to keep in mind when developing routine requests for recommendations?

Accepted Answer

A)   Be sure to adapt your request to your audience and the situation.
B)   Avoid stating why the recommendation is required.
C)   Always write and enclose the letter yourself and ask that the reference sign the letter.
D)   Offer to pay for the favour.E) A) and B)
F) A) and C)

Question 8

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

Accepted Answer

A)   Try to discourage future mistakes without insulting the customer.
B)   Always apologize, even when the customer is at fault.
C)   Start from the assumption that the information the customer provided is incorrect.
D)   Clearly point out that the customer is at fault.E) A) and C)
F) None of the above

Question 9

When making claims or requesting adjustments, you should ________.

Accepted Answer

A)   warn the reader of the consequences of inaction
B)   apologize for the inconvenience caused
C)   clearly convey your anger and frustration
D)   assume that a fair adjustment will be madeE) A) and D)
F) B) and D)

Question 10

What are the guidelines for requesting a reference?

Accepted Answer

Requests for recommendations and referen...

Question 11

When granting claims and requests for adjustment when the customer is at fault, you should ________.

Accepted Answer

A)   discourage the customer from communicating with the company in the future
B)   always apologize, even when the customer is at fault
C)   not argue with the customer's version of events
D)   clearly point out that the customer is at faultE) All of the above
F) A) and B)

Question 12

The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

Accepted Answer

A) True 
 B)False

Question 13

Most of your routine requests will involve asking someone to provide information or
take some specific action.

Accepted Answer

A) True 
 B)False

Question 14

Zack's dishwasher has broken down several times since he bought it six months ago. Zack writes a letter to the company's customer care center, explaining his problem and requesting that he receive a replacement for the defective product. This is an example of a routine message ________.

Accepted Answer

A)   asking for information
B)   asking for recommendations
C)   asking for a decision
D)   requesting adjustmentE) B) and C)
F) A) and D)

Question 15

Which of the following is a strategy for routine replies and positive messages?

Accepted Answer

A)   Use the indirect approach.
B)   Place your main idea in the opening of the message.
C)   Open with an interesting fact or question.
D)   Avoid embedding negative information in a positive context.E) All of the above
F) A) and B)

Question 16

When granting claims and requests for adjustment when your company is at fault, you should take steps to ________ the relationship.

Accepted Answer

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

Question 17

For a simple request, you need to provide all the following EXCEPT ________.

Accepted Answer

A)   information you want to know or what you want readers to do
B)   reasons why you're making the request
C)   reasons why it may be in your readers' interest to help you (if applicable) 
D)   originals of the documentationE) C) and D)
F) A) and B)

Question 18

Explain the three recommended ways of responding to a request for an adjustment when a third party is at fault.

Accepted Answer

1. Honour the claim-the best option. The...

Question 19

Outline an effective strategy for writing routine business requests.

Accepted Answer

Like all other business messages, routin...

Question 20

Good-news announcements are often communicated in a ________, a specialized document used to share relevant information with the news media.

Accepted Answer

news relea...

Exam 7: Writing Routine and Positive Messages

The content of a news release follows the customary pattern for a positive message: good news followed by details and a positive close.

Correct AnswerverifiedShow Answer

Offer a few suggestions for writing condolence messages.

Correct AnswerverifiedA. Keep reminiscences brief. Recount a m...View AnswerShow Answer

What are the guidelines for requesting a reference?

Correct AnswerverifiedRequests for recommendations and referen...View AnswerShow Answer

When making a routine request, there is no need to explain or justify your request as readers are not likely to raise any objections.

Correct AnswerverifiedShow Answer

Describe the guidelines to follow for the opening of a routine request.

Correct AnswerverifiedPlace your request first; pay ...View AnswerShow Answer

When granting claims and requests for adjustment when your company is at fault, you should take steps to ________ the relationship.

Correct AnswerverifiedShow Answer

In the body of your routine message making claims or requesting actions, you should ________.

Correct AnswerverifiedShow Answer

When granting claims and requests for adjustment when the customer is at fault, you should ________.

Correct AnswerverifiedShow Answer

When making claims or requesting adjustments, you should ________.

Correct AnswerverifiedShow Answer

When sending a condolence message for a death, refer to it as a "passing away" or a "departing" to soften the blow.

Correct AnswerverifiedShow Answer

Most of your routine requests will involve asking someone to provide information or take some specific action.

Correct AnswerverifiedShow Answer

Outline an effective strategy for writing routine business requests.

Correct AnswerverifiedLike all other business messages, routin...View AnswerShow Answer

For a simple request, you need to provide all the following EXCEPT ________.

Correct AnswerverifiedShow Answer

Which of the following is TRUE about points to keep in mind when developing routine requests for recommendations?

Correct AnswerverifiedShow Answer

Which of the following is a pointer for writing positive messages?

Correct AnswerverifiedShow Answer

Explain the three recommended ways of responding to a request for an adjustment when a third party is at fault.

Correct Answerverified1. Honour the claim-the best option. The...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Good-news announcements are often communicated in a ________, a specialized document used to share relevant information with the news media.

Correct Answerverifiednews relea...View AnswerShow Answer

Which of the following is a strategy for routine replies and positive messages?

Correct AnswerverifiedShow Answer

Zack's dishwasher has broken down several times since he bought it six months ago. Zack writes a letter to the company's customer care center, explaining his problem and requesting that he receive a replacement for the defective product. This is an example of a routine message ________.

Correct AnswerverifiedShow Answer

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Correct Answer
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A. Keep reminiscences brief. Recount a m...
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Correct Answer
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Requests for recommendations and referen...
View Answer

Correct Answer
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Correct Answer
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Place your request first; pay ...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified
Like all other business messages, routin...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
1. Honour the claim-the best option. The...
View Answer

Correct Answer
verified

Correct Answer
verified
news relea...
View Answer

Correct Answer
verified

Correct Answer
verified