MGT 301 Final

If you have a legitimate claim and expect a positive response, begin the message by describing the desired action. a. true b. false

B. False

We are sorry for any inconvenience we have cost is effective wording for an adjustment message. a. true b. false

B. False

When writing a claim letter, be sure to enclose original copies of pertinent documents such as invoices. a. true b. false

B. False

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

B. are short, focused, fresh, enthusastic, and genuine.

In which of the following situations would the indirect strategy be most appropriate? A. Division manager bradley kohler must tell his employees that the staff meeting is cancelled. B. HR Specialist must notify staff members about wellness meeting. C. CEO must announce that 45 positions will be eliminated D. Ops Manager must inform stock holders that the revenue will increase

C. CEO must announce layoff

Which of the following is the most effective opening for a thank-you note? a. Please accept this note as an expression of my thanks. b. i cant believe you did this for me! c. Thanks, Tanya, for contacting the customer for me d. My meeting yesterday went well.

C. Thanks, Tanya, for contacting the customer for me.

Which of the following is the most appropriate opening for an adjustment message granting a claim? a. first, please allow us to apologize b. although you purchased the smartphone as is, we can accomodate c. enclosed is authorization for you to take your smartphone to your local dealer d. thank you for your letter on september 14th.

C. enclosed is a authorization for you to take your smartphone to a local dealer.

The most important part of the bad news message is the ________.

Explanation of bad news

Smart business communicators know that dealing with disappointed customers should be done immediately and personally. However, written correspondence may be appropriate when ________.

The customers request may be denied.

You should practice all of the following tips when responding to customers online except ______. a. respond within 7 business days b. tell them how and when you will improve situation c. direct to valuable company info d. state your name and position within business

a. respond within 7 business days

Business letters are more confidential than emails a. true b. false

a. true

Business letters are viewed as more formal and important than emails. 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

Is "Although the admin assistant position has been filled, we wish you well in your job search." a passive voice to present bad news? a. true b. false

a. true

When communicating bad news, you should strive to project a positive image, maintain friendly relations, be fair, convey empathy and sensitivity, and _______. a. explain your message clearly b. assign blame for the negative news c. Avoid apologizing d. USe a harsh tone so that your reciever knows that the bad news is final

A. Explain message clearly

Most businesses make favorable adjustments to legitimate claims. a. true b. false

A. True

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

b. a clear description of the desired action

Most Workplace Messages ________. a. deliver bad news to customers or employees b. are positive or neutral c. involve persuasive strategies d. require verifcation by a legal department

b. are positive or neutral

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

b. false

The most prominent parts of the message are the salutation and the complimentary closing. a. true b. false

b. false

This message is to inform you that we received your letter of May 9 asking for information about our banquet facilities for your June 30 sales meeting is an effective opening sentence for a message responding to a request? a. true b. false

b. false

The key to ethical communication, especially bad news, lies in the ________ of the sender. a. directness b. motives c. organizational skills d. writing skills

b. motives

When writing an adjust message, you have three goals: to rectify the wrong, to regain customer confidence, and to ______. a. apologize for error or the problem b. promote future business and goodwill c. prove that the error or problem will never occur d. verify the honesty

b. promote future business and goowill

Which of the following set of instructions is in the imperative mood? a. list the required edu, work experience and technical skills b. salary expectations should be explained in the space provided. c. contact the director of human resources to obtain job posted ID number d. identify the division, department, and supervising agent.

b. salary expectations should be explained in the space provided.

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and _________. a. Notices that the direct strategy was used b. understands who caused the problem c. believes that the matter was treated fairly and seriously d. sees that the message was presented on a high-quality company letterhead

c. Believes that the matter was treated fairly and seriously.

You have started a bad news message with the following statement: your contributions to our communitys recycling efforts have been outstanding. What type of buffer is this? a. agreement b. appreciation c. compliment d. facts

c. compliment

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

c. double-spacing entire letter.

When making an online complaint, what advice should you follow? a. post your complaint anonymously b. make your complaint lengthy c. focus of the facts and support them d. use strong language

c. focus on facts and support them

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

claim

Which of these patterns follows the suggest order for bad news indirect strategy? a. bad news, explanation, closing b. buffer, bad news, closing c. explanation, bad news, buffer, closing d. buffer, reasons, bad news, closing

d. buffer, reasons, bad news, closing

What is the best advice for writing a goodwill message? a. use pretentious and flowery language b. deliver a goodwill message promptly c. make a good impression by giving a ready made card d. send a goodwill message only for gifts

d. deliver the message promptly

Garrett must respond to a customers online post regarding a problem the customer experience when ordered a new phone, garrett should practice all of the following except: a. suggest a refund b. deny the problem occured c. investigate d. respond quickly

d. deny problem occurred

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

d. direct

Paul must write an adjustment message to a customer, what advice should he follow? a. reveal the customer who caused the problem b. blame the customer c. include words such as trouble and inconvience d. include info about a new company product that must appeal to the compliant

d. include new company product info

_______ are the perferred communication channel when a confidential and formal record of transaction is required. a. text b. podcast c. voicemail d. letter

d. letter

All of the following are appropriate reasons to use the direct strategy to communicate bad news except _____. a. when firmness is necessary b. when bad news is not damaging c. when receiver may overlook bad news d. when bad news is personally upsetting

d. when bad news is personally upsetting