Question 1

A personally written message will have more impact on your reader than a ready-made card.

Accepted Answer

A) True 
 B)False

Question 2

Letters are the preferred channel of communication for delivering messages inside an organization.

Accepted Answer

A) True 
 B)False

Question 3

You can use our assessments to save time during the employee screening process  is an example of presenting reader benefits.

Accepted Answer

A) True 
 B)False

Question 4

All of the following are considered routine business messages except

Accepted Answer

A)  an e-mail message to a coworker that confirms the time for an upcoming meeting.
B)  a letter to a customer denying a request for credit.
C)  an e-mail reply to a customer acknowledging that an order has been shipped.
D)  an all-staff memo that outlines the new procedures for processing returned merchandise.E) A) and B)
F) C) and D)

Question 5

Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment message.

Accepted Answer

A) True 
 B)False

Question 6

What is the best advice for writing goodwill messages?

Accepted Answer

A)  Focus the message solely on the sender.
B)  Make a good impression by giving a ready-made card instead of writing your own message.
C)  Send a goodwill message promptly.
D)  Send a goodwill message to show appreciation for only a gift or monetary award.E) C) and D)
F) All of the above

Question 7

Which of the following would be the most effective closing statement in a routine action request message?

Accepted Answer

A)  Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.
B)  We hope you can get our work completed in a timely manner.
C)  Thank you in advance for sending a copy of the contract for installation of a new HVAC system by April 1.
D)  I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible convenience.E) B) and C)
F) A) and C)

Question 8

A well-crafted and professionally formatted business letter carries a powerful nonverbal message.

Accepted Answer

A) True 
 B)False

Question 9

Do not hesitate to contact me is an effective example of closing pleasantly in a response message.

Accepted Answer

A) True 
 B)False

Question 10

Dean has decided to include an apology as part of an adjustment message he is writing. Where in the message should he include it?

Accepted Answer

A)  The subject line
B)  The opening
C)  The closing
D)  Multiple places throughoutE) C) and D)
F) A) and B)

Question 11

Business letters are typically sent

Accepted Answer

A)  to relay bad news.
B)  within an organization.
C)  outside an organization.
D)  only by high-level executives.E) A) and D)
F) A) and C)

Question 12

Which of the following is the most effective opening sentence for a response message?

Accepted Answer

A)  Your letter of June 23, in which you sought information about our corporate travel packages, has been referred to me for reply.
B)  This is to inform you that we received your letter of June 23 seeking information about our corporate travel packages.
C)  Yes, we can put together a corporate travel package that will meet your needs and fit your budget.
D)  Thank you so much for your interest in our corporate travel packages.E) All of the above
F) B) and C)

Question 13

Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy their customers and retain their business.

Accepted Answer

A) True 
 B)False

Question 14

Sending a goodwill message via e-mail (vs. a handwritten note) is acceptable if

Accepted Answer

A)  you do not know the receiver well.
B)  you frequently communicate with the receiver by e-mail.
C)  you are expressing condolences instead of thanks.
D)  you want to send an especially personal and lasting message.E) A) and D)
F) A) and C)

Question 15

Which of the following openings is most appropriate for a claim message?

Accepted Answer

A)  For the past four years, we have held our annual banquet at your fine restaurant.
B)  On January 31 a number of our employees attended a banquet at your restaurant.
C)  Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.
D)  We were extremely upset to learn that we were charged too much for our banquet .E) A) and B)
F) C) and D)

Question 16

Which of the following represents the most appropriate apology in an adjustment message?

Accepted Answer

A)  We understand your reliance on a high-performance router and apologize for the incomplete installation of your DataServe router.
B)  We are sorry for any inconvenience this may have caused.
C)  We regret the error that caused the system failure you claim on your DataServe router.
D)  It is unfortunate that your DataServe router has failed, and we promise that this failure will never occur again.E) A) and D)
F) B) and D)

Question 17

If you are responding favorably to your customer's claim, the best opening is an apology.

Accepted Answer

A) True 
 B)False

Question 18

Most people regard writing goodwill messages as easier than writing other types of business messages.

Accepted Answer

A) True 
 B)False

Question 19

Like requests and responses, instruction messages follow a straightforward, direct approach.

Accepted Answer

A) True 
 B)False

Question 20

Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?

Accepted Answer

A)  A clear description of the desired action
B)  An explanation of the nature of her problem with the digital communication service bundle
C)  A goodwill statement and end date
D)  Her phone numberE) None of the above
F) A) and B)

Exam 6: Positive Messages

Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment message.

Correct AnswerverifiedShow Answer

Business letters are typically sent

Correct AnswerverifiedShow Answer

You can use our assessments to save time during the employee screening process is an example of presenting reader benefits.

Correct AnswerverifiedShow Answer

If you are responding favorably to your customer's claim, the best opening is an apology.

Correct AnswerverifiedShow Answer

Which of the following is the most effective opening sentence for a response message?

Correct AnswerverifiedShow Answer

Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy their customers and retain their business.

Correct AnswerverifiedShow Answer

Letters are the preferred channel of communication for delivering messages inside an organization.

Correct AnswerverifiedShow Answer

Which of the following represents the most appropriate apology in an adjustment message?

Correct AnswerverifiedShow Answer

Do not hesitate to contact me is an effective example of closing pleasantly in a response message.

Correct AnswerverifiedShow Answer

What is the best advice for writing goodwill messages?

Correct AnswerverifiedShow Answer

Sending a goodwill message via e-mail (vs. a handwritten note) is acceptable if

Correct AnswerverifiedShow Answer

Which of the following would be the most effective closing statement in a routine action request message?

Correct AnswerverifiedShow Answer

Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?

Correct AnswerverifiedShow Answer

All of the following are considered routine business messages except

Correct AnswerverifiedShow Answer

Dean has decided to include an apology as part of an adjustment message he is writing. Where in the message should he include it?

Correct AnswerverifiedShow Answer

A well-crafted and professionally formatted business letter carries a powerful nonverbal message.

Correct AnswerverifiedShow Answer

Like requests and responses, instruction messages follow a straightforward, direct approach.

Correct AnswerverifiedShow Answer

Which of the following openings is most appropriate for a claim message?

Correct AnswerverifiedShow Answer

Most people regard writing goodwill messages as easier than writing other types of business messages.

Correct AnswerverifiedShow Answer

A personally written message will have more impact on your reader than a ready-made card.

Correct AnswerverifiedShow Answer

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