Reading Quiz Chapter 8

1. What is the purpose of a cover message (or transmittal) a) It identifies the document you are sending b) It provides you with a record of when and to whom you sent the material c) It requests additional information from the recipient d) A and B only

A and B only

An acknowledgment letter should be a short, polite note in the form of a(n) letter e-mail message memo All of the above can serve as an acknowledgment letter

All of the above can serve as an acknowledgment letter

Which of the following patterns is appropriate for a refusal message? a) Bad news, Explanation, Context, Goodwill b) Context, Explanation, Bad news, Goodwill c) Goodwill, Bad news, Explanation, Context d) Context, Bad news, Explanation, Goodwill

Context, Explanation, Bad news, Goodwill

What type of tone is appropriate for a sales letter? a) Solemn b) Light and friendly c) Empathetic d) Sympathetic

Light and friendly

When responding to inquiry, how should you deal with questions that are silly or have a seemingly obvious answer? a) Ignore them b) Answer them, but tactfully let the writer know that the question is a bit silly c) Forward these questions to someone else d) Respond as courteously and as completely as you can

Respond as courteously and as completely as you can

To let colleagues and clients know that you have received something they sent and to express thanks, you should send a(n) a) e-mail message b) formal letter c) acknowledgment letter d) incident report

acknowledgment letter

A(n) _________________ responds to a complaint and tells the customer what your company intends to do about the problem a) letter of apology b) letter of justification c) adjustment letter d) open letter

adjustment letter

The two broad categories of inquiries include those that benefit the recipient and those that a) benefit the writer b) benefit a third party c) answer the writer d) answer the recipient

benefit the writer

The best complaint letters do not sound a) complaining b) sensible c) conclusive d) explicit

complaining

The two purposes of collection letters are to collect an overdue bill and to a) threaten the customer with legal action b) ruin a customer's credit c) solicit more business from a customer d) preserve the customer relationship

preserve the customer relationship