Learn It: Chapter 06 Positive and Neutral Messages

Which of the following message types is written by a customer to identify or correct a wrong? Review Claim Adjustment

Claim

When expressing thanks or responding to goodwill messages, which communication channel is the most impressive and personal in today's digital era? Handwritten note E-mail message Text message

Handwritten note

Which of the following should you relay in an adjustment message? Check all that apply. How you are complying with the request Why you are denying the request How the problem occurred Who was responsible for the problem? How you are working to prevent its recurrence

How you are complying with the request How the problem occurred How you are working to prevent its recurrence

Which of the following is true about customer expectations in the United States for responses to questions or complaints posted via social media? Most customers do not expect a response; they usually just wish to voice a complaint. Most customers expect businesses to respond quickly, even on the same day. Most customers prefer a delayed response since it indicates that the company has been investigating the issue.

Most customers expect businesses to respond quickly, even on the same day.

Which of the following types of messages make up the majority of workplace communication? Persuasive and sales Neutral and positive Sensitive and confidential

Neutral and positive

Which of the following characteristics should a goodwill message embody? Check all that apply. Spoken Short Specific Spontaneous Subdued

Short Specific Spontaneous

Which of the following is phrased using the indicative mood? Download the file The first step involves downloading the file How to download the file

The first step involves downloading the file

Which of the following sentences would make the most effective apology in an adjustment message? We're sorry for any inconvenience. We're sorry you didn't read the directions fully. We understand the frustration caused by delayed shipping.

We understand the frustration caused by delayed shipping.

Which of the following situations is likely to involve a business letter? Check all that apply. You wish to convey formality and sensitivity. You communicate with the receiver regularly. You aim to be persuasive. You want to provide context for a longer attachment.

You wish to convey formality and sensitivity. You aim to be persuasive.

Which of the following are advantages to putting a claim in writing? Check all that apply. A written claim keeps you from being too direct and offending the receiver. You are likely to receive a response more quickly than through a telephone call. Your claim is likely to be taken more seriously. Writing starts a record of the problem should later action be necessary.

Your claim is likely to be taken more seriously. Writing starts a record of the problem should later action be necessary.

An adjustment message should begin directly

directly

By sending a thank you message to the hosts of a dinner party, you are acknowledging their hospitality .

hospitality

Memos are still commonly used as a form of internal communication.

internal

Data gathering via social media to improve business strategy and customer service is called social listening

listening

When responding to a customer post on social media, providing your name and position is a way to achieve transparency

transparency