BUSN 3005- CH 8 Quiz

I would be delighted to speak at your meeting on February 1.

Choose the best opening for a response to a routine request e-mail.

begin each step with an action verb using the imperative mood

Instruction messages will be most readable if you divide the instructions into steps, list the steps in the order in which they are to be performed, arrange the items vertically with numbers, and ______.

false; avoid pretentious, formal, or flowery language. This expression sounds insincere and focuses on the writer rather than the reader.

T/F: It gives me great pleasure to extend my congratulations is an effective way to begin a goodwill message.

false; when you say yes to a customer claim, deliver your good news first by using the direct strategy

T/F: Jorge is writing an adjustment letter granting the customer's claim request; Jorge should use the indirect strategy to deliver this message.

true; in the workplace most messages are positive or neutral and, therefore, direct. Positive messages are routine and straightforward; they help workers in organizations conduct everyday business. Such routine messages include simple requests for information or action, replies to customers, and explanations to coworkers.

T/F: Most messages in the workplace are positive or neutral.

true; most businesses make adjustments promptly, and social media have drastically shortened response times from days to a matter of hours.

T/F: Social media have drastically shortened business response times to claims.

false; your final step in the writing process is evaluating the product. Ask yourself this question: Will this message achieve its purpose?

T/F: The final step in Phase 3 of the 3-x-3 writing process is proofreading the product.

respond in a friendly, upbeat, yet professional tone

What is the best advice to follow when responding to customers online?

keep your review or complaint clean, polite, and succinct.

What is the best advice to follow when writing an online review or complaint?

to encourage future correspondence with the customer

Which of the following is not a goal in writing adjustment letters?

please send a contractor to repaint our office conference room.

Which of the following is the best opening for a routine claim letter?

enclosed is a check for $35 as reimbursement for the two broken espresso cups you received.

Which of the following is the best opening for an adjustment letter?

warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.

Which of the following is the best statement to include in a goodwill message?

policies and procedures

________ establish rules of conduct to be followed within an organization .

thanks for returning your completed survey before October 15, when we will start compiling the results.

Choose the best closing for a routine request message that asks the receiver to complete a survey.

clarity

During the third phase of the 3-x-3 writing process, Stephen asks himself the following questions about his message: Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others, will they need further explanation? In asking these questions, he is evaluating his message for ________.

include specific incidents or characteristics of the receiver

Goodwill messages should __________.

letter

Mark just got off the phone with a prospective client and wants a permanent record of the conversation. To create a formal record that confirms the conversation and continues to build the relationship, Mark should prepare a(n) ______ and send it to his client .

the main idea

Natalia is writing the opening for a business message that makes a routine request. She believes her request will be received positively; therefore, she should begin with __________.

false; In the closing paragraph of a routine request message, readers look for action information: schedules, deadlines, or activities to be completed.

T/F: Action information, including deadline dates, should be placed in the body of a routine request message.

true; direct-mail letters remain a powerful tool to promote services and products, boost online and retail traffic, and enhance customer relations. Letters can persuade people to change their actions, adopt new beliefs, make donations, contribute their time, and try new products.

T/F: Business letters remain a powerful tool to promote services and products, boost online and retail traffic, and enhance customer relations.

true; even in an age of digital communication, claims written as letters are taken more seriously than telephone calls or e-mails. Claim letters also more convincingly establish a record of what happened.

T/F: Claim letters are taken more seriously than telephone calls or e-mails.

true; in the body of a claim message, explain the problem and justify your request. Provide the necessary details so that the difficulty can be corrected without further correspondence, and include copies of receipts if sending a letter by postal mail.

T/F: In the body of a claim letter, explain the problem and justify your request.

false; in expressing thanks, recognition, or sympathy, you should always do so promptly. These messages are easier to write when the situation is fresh in your mind.

T/F: You should wait at least a week after an event or incident to send a goodwill message to seem most sincere.

shines a close light on your writing skills and can affect your career

Writing for social media ________.