ISOM Ch. 8
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.
Enclosed is a check for $35 as reimbursement for the two broken espresso cups you received.
Action information, including deadline dates, should be placed in the body of a routine request message. a. True b. False
False
It gives me great pleasure to extend my congratulations is an effective way to begin a goodwill message. a. True b. False
False
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
False
The final step in Phase 3 of the 3-x-3 writing process is proofreading the product. a. True b. False
False
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
False
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.
I would be delighted to speak at your meeting on February 1.
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.
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.
Please send a contractor to repaint our office conference room.
________ establish rules of conduct to be followed within an organization . a. Instruction messages b. Policies and procedures c. Grievances d. All of these choices
Policies and procedures
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.
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.
Thanks for returning your completed survey before October 15, when we will start compiling the results.
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
To encourage future correspondence with the customer
Business letters remain a powerful tool to promote services and products, boost online and retail traffic, and enhance customer relations . a. True b. False
True
Claim letters are taken more seriously than telephone calls or e-mails. a. True b. False
True
In the body of a claim letter, explain the problem and justify your request. a. True b. False
True
Most messages in the workplace are positive or neutral. a. True b. False
True
Social media have drastically shortened business response times to claims. a. True b. False
True
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.
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
begin each step with an action verb using the imperative mood
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
clarity
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
include specific incidents or characteristics of the receiver
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
letter
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
shines a close light on your writing skills and can affect your career
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
the main idea
