communicating in business ch.8 practice quiz

Action information, including deadline dates, should be placed in the body of a routine request message. a. True b. False

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

Jorge is writing an adjustment letter granting the customer's claim request; Jorge should use the indirect strategy to deliver this message. a. True b. False

b. False Correct. When you say yes to a customer claim, deliver your good news first by using the direct strategy

Business letters remain a powerful tool to promote services and products, boost online and retail traffic, and enhance customer relations . a. True b. False

a. True Correct. 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.

In the body of a claim letter, explain the problem and justify your request. a. True b. False

a. True Correct. 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.

What is the best advice to follow when writing an online review or complaint? a. Avoid including your name to the online review or complaint so that you can't be tracked down. b. Keep your review or complaint clean, polite, and succinct. c. Include at least three screens of details to support your review or complaint. d. Accept a cash payment for a favorable critique.

b. Keep your review or complaint clean, polite, and succinct.

Which of the following is the best opening for a routine claim letter? a. I am outraged at the quality of work your company performed. b. We hired your firm based on several recommendations from companies we trusted. c. Please send a contractor to repaint our office conference room. d. I am writing this letter to make a claim against your company's service

c. Please send a contractor to repaint our office conference room. Correct. You should open a routine claim letter with a clear statement of the problem or with the action you want the receiver to take. Therefore, the sentence beginning with "Please send a contractor" tells the reader precisely what the writer desires.

What is the best advice to follow when responding to customers online? a. Wait at least two days to respond. b. Avoid stating your name or position to maintain your anonymity. c. Respond in a friendly, upbeat, yet professional tone. d. Avoid accepting blame for any problems or mistakes.

c. Respond in a friendly, upbeat, yet professional tone.

Choose the best closing for a routine request message that asks the receiver to complete a survey. a. Please complete and return your survey as soon as possible. b. Thank you in advance for completing this survey at your earliest convenience. c. Thanks for returning your completed survey before October 15, when we will start compiling the results. d. We would like to know your views on the smoking ban referendum.

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

Writing for social media ________. a. does not require close proofreading because it is informal b. requires you to consider only external audiences c. shines a close light on your writing skills and can affect your career d. is completely different from writing traditional business documents

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

Which of the following is the best opening for an adjustment letter? a. Although our company policy prohibits cash refunds, we'll make an exception in your case. b. Thank you for your letter dated May 25 in which you told us that two of your espresso cups arrived broken. c. We are so sorry to hear that two of your espresso cups arrived broken. d. Enclosed is a check for $35 as reimbursement for the two broken espresso cups you received.

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

Which of the following is the best statement to include in a goodwill message? a. You must be so excited. I remember how I felt when I finally earned my master's degree. b. Wow, you finished your master's. Awesome! c. Good luck in the future. d. Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you

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

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 ______. a. describe any alternative methods for these steps b. promise a successful outcome if the directions are followed precisely c. anticipate and explain any future problems d. begin each step with an action verb using the imperative mood

d. begin each step with an action verb using the imperative mood

Claim letters are taken more seriously than telephone calls or e-mails. a. True b. False

a. True Correct. 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.

Most messages in the workplace are positive or neutral. a. True b. False

a. True Correct. 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.

Social media have drastically shortened business response times to claims. a. True b. False

a. True Correct. Most businesses make adjustments promptly, and social media have drastically shortened response times from days to a matter of hours.

Goodwill messages should __________. a. include specific incidents or characteristics of the receiver b. be lengthy to demonstrate your emotions c. be written in third person d. focus on the writer rather than the receiver

a. include specific incidents or characteristics of the receiver

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 __________. a. the main idea b. an explanation of her needs before making the request c. a note of appreciation for the receiver's assistance d. the rationale to support her request

a. the main idea

It gives me great pleasure to extend my congratulations is an effective way to begin a goodwill message. a. True b. False

b. False Correct. Avoid pretentious, formal, or flowery language. This expression sounds insincere and focuses on the writer rather than the reader.

You should wait at least a week after an event or incident to send a goodwill message to seem most sincere. a. True b. False

b. False Correct. 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.

The final step in Phase 3 of the 3-x-3 writing process is proofreading the product. a. True b. False

b. False Correct. Your final step in the writing process is evaluating the product. Ask yourself this question: Will this message achieve its purpose?

Choose the best opening for a response to a routine request e-mail . a. Definitely! b. I would be delighted to speak at your meeting on February 1. c. I received your message. d. I am responding to your e-mail message of December 15.

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

Check My Work ________ establish rules of conduct to be followed within an organization . a. Instruction messages b. Policies and procedures c. Grievances d. All of these choices

b. Policies and procedures Correct. Policies and procedures establish rules of conduct to be followed within an organization.

Which of the following is not a goal in writing adjustment letters? a. To rectify a wrong, if one exists b. To regain the confidence of the customer c. To encourage future correspondence with the customer d. To promote future business

c. To encourage future correspondence with the customer

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 ________. a. correctness b. tone c. clarity d. goodwill

c. clarity

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 . a. text message b. report c. handwritten note d. letter

d. letter