Question 1

Messages of ________ recognize the contributions of employees or business associates.

Accepted Answer

appreciation
Explanation:One of the best...

Question 2

Your comments about a job candidate could be considered defamatory if

Accepted Answer

A)  your comments are restricted to job titles and dates of employment.
B)  you omit important negative information about the candidate in a recommendation letter.
C)  you decline to provide a recommendation because of "company policy."
D)  you cannot prove that those comments are true.E) A) and B)
F) B) and D)

Question 3

A new co-worker recently won a prestigious award for her work on green technologies. Since you do not know her well, you should not send a note to congratulate her on the achievement.

Accepted Answer

A) True 
 B)False

Question 4

The best opening for a positive message includes the single most important information you need to give the audience.

Accepted Answer

A) True 
 B)False

Question 5

When making a routine request, you should

Accepted Answer

A)  use the inductive plan.
B)  assume that the audience is willing to comply.
C)  demand immediate action.
D)  explain the consequences of failing to comply.E) A) and D)
F) None of the above

Question 6

The categories of routine replies and positive messages include all of the following except

Accepted Answer

A)  answering requests for information and action.
B)  granting claims and adjustments.
C)  refusing applicants' resumes.
D)  sending goodwill messages.E) All of the above
F) A) and B)

Question 7

If you have strongly negative information to deliver as part of a positive message, you should

Accepted Answer

A)  open with the negative information.
B)  use the indirect approach.
C)  put the negative information in a separate message.
D)  apologize for having to spoil the moment.E) None of the above
F) A) and B)

Question 8

Why are appreciation messages important? What should they include?

Accepted Answer

It is important to recognize the contrib...

Question 9

When a third party is at fault in a claim, the best approach is always to refer the customer to that party to resolve the problem.

Accepted Answer

A) True 
 B)False

Question 10

In closing a request for a recommendation, you should include

Accepted Answer

A)  an expression of appreciation.
B)  an indication that you've enclosed a stamped, preaddressed envelope.
C)  the full name and address of the person to whom the letter should be sent.
D)  all of the above.E) None of the above
F) A) and C)

Question 11

When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say, so. you can use the ________ in your reply.

Accepted Answer

A)  interested in; direct approach
B)  resistant to; indirect approach
C)  disinterested in; direct approach
D)  in tune with; indirect approachE) B) and D)
F) B) and C)

Question 12

Dissatisfied customers can request a(n)________, or claim settlement.

Accepted Answer

adjustment
Explanation:Once a ...

Question 13

The opening of a request for a recommendation should include

Accepted Answer

A)  a buffer.
B)  a statement implying that you're applying for a position.
C)  a statement on why the recommendation is needed.
D)  an apology for bothering the reader.E) All of the above
F) B) and C)

Question 14

In the final section of a request message, you should omit stating specific deadlines to avoid putting too much pressure on your reader.

Accepted Answer

A) True 
 B)False

Question 15

The close of a routine reply or positive message should

Accepted Answer

A)  clearly state who will do what next.
B)  explain the reasons for any negative information you have included.
C)  offer an explanation for why this decision was made.
D)  create some ambiguity, so the audience will be more likely to contact you.E) All of the above
F) C) and D)

Question 16

Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.

Accepted Answer

A) True 
 B)False

Question 17

Explain why goodwill messages are important, then describe at least two characteristics of effective goodwill messages.

Accepted Answer

Goodwill messages can improve your relat...

Question 18

Briefly explain how the Internet and social media have changed the nature of the news release.

Accepted Answer

Whereas companies once wrote news releas...

Question 19

Routine, positive messages should do all of the following except

Accepted Answer

A)  leave your reader with a good impression.
B)  use an indirect approach.
C)  provide all required details.
D)  communicate the information or positive news.E) A) and C)
F) A) and D)

Question 20

When asking questions in a request message

Accepted Answer

A)  begin with the least important question and work your way up to the most important.
B)  avoid any open-ended questions.
C)  begin with the most important question.
D)  weave your questions into the rest of the content of your message.E) All of the above
F) A) and D)

Exam 10: Writing Routine and Positive Messages

Your comments about a job candidate could be considered defamatory if

Correct AnswerverifiedShow Answer

The categories of routine replies and positive messages include all of the following except

Correct AnswerverifiedShow Answer

Dissatisfied customers can request a(n)________, or claim settlement.

Correct AnswerverifiedadjustmentExplanation:Once a ...View AnswerShow Answer

When asking questions in a request message

Correct AnswerverifiedShow Answer

Why are appreciation messages important? What should they include?

Correct AnswerverifiedIt is important to recognize the contrib...View AnswerShow Answer

When a third party is at fault in a claim, the best approach is always to refer the customer to that party to resolve the problem.

Correct AnswerverifiedShow Answer

When making a routine request, you should

Correct AnswerverifiedShow Answer

Messages of ________ recognize the contributions of employees or business associates.

Correct AnswerverifiedappreciationExplanation:One of the best...View AnswerShow Answer

Briefly explain how the Internet and social media have changed the nature of the news release.

Correct AnswerverifiedWhereas companies once wrote news releas...View AnswerShow Answer

Routine, positive messages should do all of the following except

Correct AnswerverifiedShow Answer

Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.

Correct AnswerverifiedShow Answer

The opening of a request for a recommendation should include

Correct AnswerverifiedShow Answer

The best opening for a positive message includes the single most important information you need to give the audience.

Correct AnswerverifiedShow Answer

In the final section of a request message, you should omit stating specific deadlines to avoid putting too much pressure on your reader.

Correct AnswerverifiedShow Answer

In closing a request for a recommendation, you should include

Correct AnswerverifiedShow Answer

If you have strongly negative information to deliver as part of a positive message, you should

Correct AnswerverifiedShow Answer

A new co-worker recently won a prestigious award for her work on green technologies. Since you do not know her well, you should not send a note to congratulate her on the achievement.

Correct AnswerverifiedShow Answer

When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say, so. you can use the ________ in your reply.

Correct AnswerverifiedShow Answer

Explain why goodwill messages are important, then describe at least two characteristics of effective goodwill messages.

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

The close of a routine reply or positive message should

Correct AnswerverifiedShow Answer

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adjustment
Explanation:Once a ...
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It is important to recognize the contrib...
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appreciation
Explanation:One of the best...
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Whereas companies once wrote news releas...
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Correct Answer
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When you're writing a routine reply to a positive message, your readers will generally be what you have to say, so. you can use the in your reply.

Correct Answer
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Correct Answer
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Goodwill messages can improve your relat...
View Answer

Correct Answer
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