IS 301 CHAPTER 7 QUIZ
Which of the following is true?
A. Much of your daily business communication will involve routine messages. B. In most cases, your audience will not be prepared to comply with your request. C. Routine requests should demand action. D. Most daily communication messages are negative. E. Routine requests have many more than three parts. Answer: A. Much of your daily business communication will involve routine messages.
Anya is composing a message that includes information regarding the nature of her relationship with a former employee. What type of message is she writing?
A. Responding to a request for a recommendation B. Responding to a routine request C. Granting a claim D. Preparing a goodwill message E. Responding to a request for an adjustment Answer: A. Responding to a request for a recommendation
Highlighting a benefit to the reader should be done in the _________ of the message.
A. body B. close C. salutation D. opening E. post script Answer: B. close
Liam is writing a request for a letter of recommendation. He is listing all the information the recipient would need to write the recommendation, including the full name and address or email address of the person to whom the recommendation should be sent. Which part of the message is Liam working on?
A. body B. opening C. closing D. the opening sentence E. salutation Answer: A. body
Jin is requesting an adjustment. She is providing a complete, specific explanation of the details of the problem. Which part of the message is Jin working on?
A. body B. opening sentence C. opening D. closing E. salutation Answer: A. body
Antonio is writing a request for a letter of recommendation. He is clearly stating why the recommendation is required. Which part of the message is Antonio working on?
A. closing B. the middle section C. body D. the post script E. opening Answer: E. opening
Kali is explaining her request. She is working on the ___________ of her message.
A. conclusion B. closing C. introduction D. body E. opening Answer: D. body
If a request for information or action is straightforward, the __________ approach is appropriate.
A. direct B. indirect C. specific D. targeted E. informal Answer: A. direct
Ariana is including an expression of gratitude in her message. Ariana is working on the __________ of her message.
A. first sentence B. opening C. body D. close E. middle section Answer: D. close
Isaac is sending a message to an employee that recently got married. Isaac is sending a message of _________.
A. good news B. congratulations C. appreciation D. condolence E. reference Answer: B. congratulations
When announcing good news, you should use the __________ approach.
A. informal B. specific C. indirect D. targeted E. direct Answer: E. direct
When sending routine replies and positive messages you should use the __________ approach.
A. informal B. specific C. targeted D. direct E. indirect Answer: D. direct
When writing a letter of condolence, you should __________________________.
A. keep it short, simple, and sincere B. always use a digital format C. offer life advice D. include trite sayings that you may have heard or read E. wait awhile to send the letter, allowing sufficient time for the grievance process Answer: A. keep it short, simple and sincere
Rohana is using the direct approach and she is requesting specific action. Rohana is working on the _____________ of her message.
A. middle section B. body C. close D. first sentence E. opening Answer: C. close
A press release is also known as a _________ release.
A. newspaper B. publicity C. television D. news E. public Answer: D. news
Jackie is requesting an adjustment. She is politely requesting specific action that needs to be taken. Jackie is working on the ____________ of her message.
A. opening B. body C. close D. appendix E. first sentence Answer: C. close
When sending routine replies and positive messages you should explain all the relevant details idea in the _____________ of the message.
A. opening B. first sentence C. last sentence D. closing E. body Answer: E. body
Caleb is preparing a message that sympathizes with the customer. Caleb is _______________________________.
A. preparing a routine informational message B. responding to a request for a recommendation C. responding to a request for an adjustment D. responding to a routine request E. preparing a goodwill message Answer: C. responding to a request for an adjustment
A specialized document used to share relevant information with the media is known as a __________ release.
A. publicity B. press C. newspaper D. public E. television Answer: B. press
A brief personal message written to comfort someone is referred to as a(n) ____________ letter.
A. reference B. recommendation C. adjustment D. condolence E. referral Answer: D. condolence
Traci is using the opening of her message to trigger the reader's memory of the relationship they had, the dates of their association, and any special events or accomplishments that might bring a clear and favorable picture of her to mind. Traci is ______________.
A. requesting a letter of recommendation B. issuing a grievance C. filing a complaint D. making a claim E. requesting an adjustment Answer: A. Requesting a letter of recommendation
Jeremy is requesting a settlement of a claim. Jeremy is ______________________.
A. requesting a letter of recommendation B. requesting an adjustment C. issuing a grievance D. making a claim E. filing a complaint Answer: B. requesting an adjustment
Amar is sending a formal complaint to a company because the product he purchased is faulty and he is not satisfied. Amar is _____________.
A. requesting an adjustment B. issuing a grievance C. making a claim D. filing a grievance E. requesting a letter of recommendation Answer: C MAKING A CLAIM
Greg is preparing a message about a project update. Greg is ___________.
A. responding to a routine request B. preparing a goodwill message C. responding to a request for an adjustment D. preparing a routine informational message E. responding to a request for a recommendation Answer: D. preparing a routine informational message
When sending routine replies and positive messages you should place your main idea in the _____________of the message.
A. salutation B. body C. closing D. last section E. opening Answer: E. opening
