Question 1

The body of a request for recommendations should ________.

Accepted Answer

A)  include the full name and address of the person to whom the letter should be sent.
B)  mention a deadline for recommendation
C)  include an offer to pay for the service rendered
D)  contain a sincere apology for the trouble caused
E)  contain an expression of appreciationF) A) and E)
G) A) and B)

Question 2

When making claims or requesting adjustments,you should ________.

Accepted Answer

A)  avoid revealing your contact information
B)  use the indirect approach
C)  always maintain a professional tone
D)  not request specific action; leave that to the reader
E)  warn the reader of the consequences of inactionF) B) and D)
G) A) and E)

Question 3

Which of the following is a pointer for writing recommendation letters?

Accepted Answer

A)  Omit negative information, if any.
B)  Always verify only the dates of employment and job titles.
C)  Never collaborate with the former employee in developing the letter.
D)  Understand your company's policy to avoid legal complications.
E)  Never offer to provide a personal reference.F) None of the above
G) B) and E)

Question 4

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

Accepted Answer

A)  using the indirect approach
B)  placing your main idea in the opening of the message
C)  opening with an interesting fact or question
D)  avoiding embedding negative information in a positive context
E)  introducing your main idea in the body of the messageF) A) and D)
G) All of the above

Question 5

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

Accepted Answer

A)  using the indirect approach
B)  introducing your main idea in the body of the message
C)  opening with an interesting fact or question
D)  embedding any negative information in a favorable context
E)  assuming that your audience will generally not be interested in your messageF) A) and B)
G) C) and D)

Question 6

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

Accepted Answer

A)  blame anyone in your organization by name
B)  go into the details of how you plan to resolve the situation
C)  start from the assumption that the information the customer provided is correct
D)  openly sympathize with the customer's situation
E)  take or assign personal responsibility for setting matters straightF) C) and D)
G) B) and C)

Question 7

Offer a few suggestions for writing condolence messages.

Accepted Answer

• Keep reminiscences brief.Recount a mem...

Question 8

When writing recommendation letters you should ________.

Accepted Answer

A)  limit your remarks to provable facts
B)  never collaborate with the former employee in developing the letter
C)  never offer to provide a personal reference
D)  omit all negative information
E)  never verify anything except the dates of employment and job titlesF) C) and E)
G) B) and C)

Question 9

You should close a request for immediate recommendation with ________.

Accepted Answer

A)  the full name and address of the person to whom the letter should be sent
B)  a complete career summary
C)  a sincere apology for the trouble caused
D)  a mention of the deadline
E)  a statement that triggers the reader's memory of the relationship you hadF) C) and D)
G) A) and C)

Question 10

Since informative messages are not solicited by the reader,state the purpose of the message only in the body of the message.

Accepted Answer

A) True 
 B)False

Question 11

To avoid lawsuits,you should omit all negative information from your letters of recommendation.

Accepted Answer

A) True 
 B)False

Question 12

When responding to a claim where a third party is at fault,you should clearly assign the blame to the third party and ask the customer to follow up the claim with the third party.

Accepted Answer

A) True 
 B)False

Question 13

The opening of a request for recommendation should ________.

Accepted Answer

A)  include the full name and address of the person to whom the letter should be sent
B)  mention the deadline for sending the letter
C)  trigger the reader's memory of the relationship he/she had with the person referred
D)  include an offer to pay for the service rendered
E)  contain a neutral buffer statement or statementsF) B) and C)
G) D) and E)

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 ________.

Accepted Answer

A)  making a claim
B)  information
C)  recommendations
D)  finalizing a decision
E)  adjustmentF) A) and B)
G) B) and C)

Question 15

If your routine message is mixed and must convey mildly disappointing information,put the negative portion of your message in a negative context to avoid confusing the reader.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is a guideline for writing condolence messages?

Accepted Answer

A)  Use formal or poetic phrases.
B)  Do not recount humorous anecdotes.
C)  Consider mentioning special attributes or resources of the bereaved person.
D)  Offer life advice to help the reader face the event.
E)  Express shock and dismay through lines such as "He/she was too young to die."F) A) and D)
G) C) and D)

Question 17

Routine requests do not need to be explained or justified as readers will comply,even if the reason for the request is unclear.

Accepted Answer

A) True 
 B)False

Question 18

When stating your routine request up front,you should ________.

Accepted Answer

A)  use a demanding tone to ensure compliance
B)  assume that your audience will comply
C)  avoid spelling out exactly what you want
D)  first offer a justification for the request
E)  use the phrase "thank you in advance"F) A) and B)
G) A) and C)

Question 19

The closing of a routine request message should include ________.

Accepted Answer

A)  a sincere apology for the inconvenience caused
B)  explanations and justifications for the request
C)  the phrase "thank you in advance" to ensure compliance
D)  a specific request that includes any relevant deadlines
E)  questions that will help you organize the messageF) None of the above
G) A) and B)

Question 20

When sending condolence messages,open with your personal sense of loss followed by some life advice for the reader.

Accepted Answer

A) True 
 B)False

Exam 7: Writing Routine and Positive Messages

Since informative messages are not solicited by the reader,state the purpose of the message only in the body of the message.

Correct AnswerverifiedShow Answer

Offer a few suggestions for writing condolence messages.

Correct Answerverified• Keep reminiscences brief.Recount a mem...View AnswerShow Answer

The opening of a request for recommendation should ________.

Correct AnswerverifiedShow Answer

The closing of a routine request message should include ________.

Correct AnswerverifiedShow Answer

Routine requests do not need to be explained or justified as readers will comply,even if the reason for the request is unclear.

Correct AnswerverifiedShow Answer

The body of a request for recommendations should ________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

To avoid lawsuits,you should omit all negative information from your letters of recommendation.

Correct AnswerverifiedShow Answer

When writing recommendation letters you should ________.

Correct AnswerverifiedShow Answer

If your routine message is mixed and must convey mildly disappointing information,put the negative portion of your message in a negative context to avoid confusing the reader.

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 ________.

Correct AnswerverifiedShow Answer

When making claims or requesting adjustments,you should ________.

Correct AnswerverifiedShow Answer

You should close a request for immediate recommendation with ________.

Correct AnswerverifiedShow Answer

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

When stating your routine request up front,you should ________.

Correct AnswerverifiedShow Answer

When responding to a claim where a third party is at fault,you should clearly assign the blame to the third party and ask the customer to follow up the claim with the third party.

Correct AnswerverifiedShow Answer

When sending condolence messages,open with your personal sense of loss followed by some life advice for the reader.

Correct AnswerverifiedShow Answer

Which of the following is a guideline for writing condolence messages?

Correct AnswerverifiedShow Answer

Which of the following is a pointer for writing recommendation letters?

Correct AnswerverifiedShow Answer

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• Keep reminiscences brief.Recount a mem...
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