Chapter 6

What is the best advice for writing goodwill messages? a. Deliver a goodwill message promptly. b. Send a goodwill message to show appreciation only for a gift or monetary award. c. Use pretentious or flowery language. d. Make a good impression by giving a ready-made card instead of writing your own message.

a. Deliver a goodwill message promptly

Business letters are more confidential than messages sent through electronic media. a. True b. False

a. True

Business letters are viewed as more formal and important than e-mail messages. a. True b. False

a. True

Goodwill messages are often more difficult to write than other kinds of routine business documents. a. True b. False

a. True

Most businesses make favorable adjustments to legitimate claims. a. True b. False

a. True

We are sorry for any inconvenience we have caused is effective wording to include in an adjustment message. a. True b. False

a. True

When you must write a message to identify or correct a wrong, the message is called a(n) __________ message. a. claim b. goodwill c. inquiry d. adjustment

a. claim

You should practice all the following tips when responding to customers online except__________. a. respond within at least seven business days of receiving a customer's message b. state your name and position with the business c. direct customers to valuable information on your website or other approved websites d. tell customers when and how you will improve the situation

a. respond within at least seven business days of receiving a customer's message

If you have a legitimate claim and expect a positive response from the company, begin the message by providing details describing the desired action. a. True b. False

b. False

The most prominent parts of a message are the salutation and complimentary closing. a. True b. False

b. False

When writing a claim letter, be sure to enclose the original copies of pertinent documents such as invoices and sales receipts. a. True b. False

b. False

Which of the following is the most appropriate opening for an adjustment message granting a claim? a. First, please allow us to sincerely apologize for any inconvenience this unfortunate situation has caused. b. Enclosed is authorization for you to take your smartphone to your local dealer for repair. c. Although you purchased your smartphone "as is," we might be willing to make an exception in your case. d. Thank you for your letter of September 14 in which you detailed the problems you are experiencing with your smartphone.

b. Enclosed is authorization for you to take your smartphone to your local dealer for repair.

This message is to inform you that we received your letter of May 9 asking for information about our banquet facilities for your December 1 sales meeting is an effective opening sentence for a message responding to a request? a. True b. False

b. False

Brady is drafting a message about the substandard quality of his recently purchased Fitbit. What should Brady put in his opening? a. A detailed explanation of the nature of his problem with the Fitbit b. A goodwill statement c. The details justifying his claim d. A clear description of the desired action

d. A clear description of the desired action

Which of the following steps in this set of instructions is NOT written in the imperative mood? a. List the required education, work experience, and technical skills in Section 2. b. Salary expectations should be explained in the space provided in Section 4. c. Identify the division, department, and supervising agent for the position in Section 3. d. Contact the director of human resources to obtain a job-posting identification number.

b. Salary expectations should be explained in the space provided in Section 4.

When making an online complaint, what advice should you follow? a. Post your complaint anonymously. b. Use strong language to demonstrate your frustration. c. Focus only on the facts and support them. d. Make your complaint lengthy to demonstrate the seriousness of your complaint.

c. Focus only on the facts and support them.

Because goodwill messages are usually short, recipients of such messages do not need to respond to the sender. a. True b. False

b. False

Which of the following would be the most effective opening for a thank-you note? a. I can't believe you did this for me! b. Thanks, Tanya, for contacting the customer for me yesterday while I met with the new sales manager. c. Please accept this note as an expression of my deep gratitude for the selfless favor you performed for me yesterday. d. My meeting yesterday went well.

b. Thanks, Tanya, for contacting the customer for me yesterday while I met with the new sales manager.

When you write messages that request information or action and think your request will be received positively, you should organize your message using the __________ organizational strategy. a. direct b. chronological c. indirect d. pivoting

a. direct

Many business writers use the block letter style to format their letters. All the following are characteristics of the block letter style except__________. a. double-spacing of the entire letter b. using standard 1 to 1.5-inch margins c. using unjustified, or ragged-right, margins d. beginning all text at the left margin

a. double-spacing of the entire letter

Goodwill messages are most effective when they __________. a. include formal language b. are short, focused, fresh and enthusiastic, and genuine c. avoid mentioning specific characteristics of the receiver d. focus on the sender

b. are short, focused, fresh and enthusiastic, and genuine

Most workplace messages __________. a. require verification by a legal department before they are sent b. deliver bad news to customers or employees c. are positive or neutral d. involve persuasive strategies

c. are positive or neutral

When writing an adjustment message, you have three goals: to rectify the wrong, to regain customer confidence, and to __________. a. prove that the error or problem will never recur b. apologize for the error or problem c. promote future business and goodwill d. verify the honesty of the customer's claim

c. promote future business and goodwill

Paul must write an adjustment message to a customer. What advice should he follow as he constructs his message? a. Include such words as trouble, error, and inconvenience in his message. b. Reveal to the customer who or what caused the problem. c. Blame the customer for the problem. d. Include information about a new company product that might appeal to the reader.

d. Include information about a new company product that might appeal to the reader.

__________ are the preferred communication channel when a confidential and formal record of a transaction is required for business conducted outside an organization. a. Podcasts b. Text messages c. Voice-mail messages d. Letters

d. Letters