Chapter 2 Practice

A specialized document used to share relevant information with the media is known as a​ __________ release. A. public B. press C. newspaper D. publicity E. television

B

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. last sentence B. appendix C. opening D. body E. close

C

Greg is preparing a message about a project update. Greg is​ __________________________. A. responding to a request for an adjustment B. responding to a request for a recommendation C. preparing a routine informational message D. filing a claim E. preparing a goodwill message

C

Isaac is sending a message to an employee that recently got married. Isaac is sending a message of​ __________________________. A. condolence B. reference C. congratulations D. appreciation E. good news

C

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. body B. opening C. close D. appendix E. first sentence

C

Jeremy is requesting a settlement of a claim. Jeremy is​ ______________________. A. writing a letter of recommendation B. issuing a grievance. C. requesting an adjustment D. requesting a letter of recommendation E. filing a complaint

C

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. salutation B. close C. body D. opening sentence E. opening

C

Which of the following is true regarding routine​ requests? A. In most​ cases, your audience will not be prepared to comply with your request. B. Routine requests have many more than three parts. C. Much of the vital communication between a company and its customers is about routine matters. D. Routine requests should demand action. E. Be general when making a routine request.

C

A press release is also known as a​ _________ release. A. public B. publicity C. newspaper D. news E. television

D

Highlighting a benefit to the reader should be done in the​ _________ of the message. A. post script B. salutation C. body D. close E. opening

D

When writing a letter of​ condolence, you should​ __________________________. A. always use a digital format B. include trite sayings that you may have heard or read C. wait awhile to send the​ letter, allowing sufficient time for the grieving process D. keep it​ short, simple, and sincere E. offer life advice

D

A brief personal message written to comfort someone after the death of a loved one is referred to as​ a(n) ____________ letter. A. condolence B. reference C. recommendation D. adjustment E. referral

A

Amar is sending a formal complaint to a company because the product he purchased is faulty and he is not satisfied. Amar is​ ________________________. A. making a claim B. requesting an adjustment C. filing a grievance D. requesting a letter of recommendation E. issuing a grievance.

A

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. Granting a claim C. Responding to a request for an adjustment D. Responding to a routine request E. Preparing a goodwill message

A

Ariana is including an expression of gratitude in her message. Ariana is working on the​ __________ of her message. A. close B. body C. middle section D. opening E. first sentence

A

If a request for information or action is a simple yes or some other straightforward​ information, the​ __________ approach is appropriate. A. direct B. specific C. targeted D. informal E. indirect

A

When announcing good​ news, you should use the​ __________ approach. A. direct B. targeted C. informal D. specific E. indirect

A

When sending routine replies and positive messages you should explain all the relevant details idea in the​ _____________ of the message. A. body B. first sentence C. opening D. close E. last sentence

A

Kali is explaining her request. She is working on the​ ___________ of her message. A. introduction B. body C. opening D. conclusion E. close

B

Rohana is using the direct approach and she is requesting specific action. Rohana is working on the​ _____________ of her message. A. opening B. close C. middle section D. body E. first sentence

B

When sending routine replies and positive messages you should use the​ __________ approach. A. indirect B. direct C. specific D. targeted E. informal

B

Caleb is preparing a message that sympathizes with the​ customer's frustration. Caleb is​ _______________________________. A. responding to a routine request. B. preparing a routine informational message C. preparing a goodwill message D. responding to a request for a recommendation E. responding to a request for an adjustment

E

Liam is writing a request for a letter of recommendation. Liam is expressing his appreciation for the letter and including the full name and address of the person to whom the letter should be sent. Which part of the message is Liam working​ on? A. close B. first sentence C. salutation D. opening E. body

E

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 an adjustment B. issuing a grievance C. filing a complaint D. making a claim E. requesting a letter of recommendation

E

When sending routine replies and positive messages you should place your main idea in the​ _____________of the message. A. last sentence B. opening C. salutation D. close E. body

E