Question 1

Pull the red lever is an example of an instruction in the imperative mood.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is the best example of a situation justifying a straightforward claim?

Accepted Answer

A)  The transmission in your car gave out within the warranty period.
B)  A shipment arrived two weeks after it was promised.
C)  Your credit card was billed twice for a purchase you made.
D)  All of these choices are examples of direct claims.E) A) and B)
F) All of the above

Question 3

You should provide necessary details in the ________ of a message that requests information or action.

Accepted Answer

The answer of You should provide necessary details in the...

Question 4

Businesses and professionals can take individuals to court for negative comments online.

Accepted Answer

A) True 
 B)False

Question 5

The most emphatic positions in a message are the opening and ________.

Accepted Answer

The answer of The most emphatic positions in a message...

Question 6

The body of a direct claim letter should ________.

Accepted Answer

A)  offer a sincere compliment or point of agreement
B)  show that you are angry about the situation so that you will be taken seriously
C)  explain the problem and justify your request
D)  summarize your action requestE) A) and B)
F) A) and C)

Question 7

Of the following questions,which one should you ask yourself first as you begin to prepare a message?

Accepted Answer

A)  What channel should I use?
B)  How can I impress my reader?
C)  Do I really need to write this e-mail,memo,or letter?
D)  How can I save my reader's time?E) A) and D)
F) C) and D)

Question 8

A disgruntled client has begun leaving negative comments about your firm on its Facebook page.What should you do first?

Accepted Answer

A)  Ignore the comments.
B)  Determine whether the comments violate your established social media comment policy.
C)  Delete the comments immediately.
D)  File a lawsuit against the client.E) B) and D)
F) A) and B)

Question 9

The body of a routine message that requests information or action should ________.

Accepted Answer

A)  present details that explain your request
B)  request action from the reader
C)  give any deadline dates
D)  reveal for the first time why you are writingE) A) and B)
F) B) and D)

Question 10

You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the company network.Develop a numbered list containing at least five steps.Your list should be written clearly using parallel structure.

Accepted Answer

Student answers will vary.Each step shou...

Question 11

Business letters are important when a permanent record is required,when a message is confidential,and when ________ is necessary.

Accepted Answer

The answer of Business letters are important when a permanent...

Question 12

Social media have drastically shortened business response times to claims.

Accepted Answer

A) True 
 B)False

Question 13

Where should you place the main idea in a business letter that you expect to be received positively?

Accepted Answer

A)  The last sentence
B)  The closing paragraph
C)  The first sentence
D)  Midway through the bodyE) B) and C)
F) A) and D)

Question 14

The following is an example of a direct introductory sentence to a hotel requesting information about accommodations:Our company will be holding an employee retreat early next year.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

Goodwill messages should be selfless,specific,sincere,spontaneous,and ________.

Accepted Answer

The answer of Goodwill messages should be selfless,specific,sincere,spontaneous,and ________....

Question 17

Avoiding such comments as​I remember when I ...​is important in making sure that your goodwill message is ________.

Accepted Answer

A)  selfless
B)  specific
C)  sincere
D)  shortE) A) and B)
F) B) and D)

Question 18

What is the mostaccurate statement about posting complaints online?

Accepted Answer

A)  Letting off steam makes other consumers respect you and ensures that you'll get a reply from the company.
B)  Social media posts can make complainers seem irrational.
C)  Anonymous complaints made online cannot be tracked to the writer.
D)  Your comments should be long to get the attention of readers.E) None of the above
F) C) and D)

Question 19

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

Accepted Answer

A) True 
 B)False

Question 20

Most routine request and response messages should be organized using the indirect strategy.

Accepted Answer

A) True 
 B)False

Exam 8: Positive Messages

You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the company network.Develop a numbered list containing at least five steps.Your list should be written clearly using parallel structure.

Correct AnswerverifiedStudent answers will vary.Each step shou...View AnswerShow Answer

The following is an example of a direct introductory sentence to a hotel requesting information about accommodations:Our company will be holding an employee retreat early next year.

Correct AnswerverifiedShow Answer

A disgruntled client has begun leaving negative comments about your firm on its Facebook page.What should you do first?

Correct AnswerverifiedShow Answer

Most routine request and response messages should be organized using the indirect strategy.

Correct AnswerverifiedShow Answer

Pull the red lever is an example of an instruction in the imperative mood.

Correct AnswerverifiedShow Answer

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

Correct AnswerverifiedShow Answer

Where should you place the main idea in a business letter that you expect to be received positively?

Correct AnswerverifiedShow Answer

Which of the following is the best example of a situation justifying a straightforward claim?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Business letters are important when a permanent record is required,when a message is confidential,and when ________ is necessary.

Correct AnswerverifiedShow Answer

Social media have drastically shortened business response times to claims.

Correct AnswerverifiedShow Answer

You should provide necessary details in the ________ of a message that requests information or action.

Correct AnswerverifiedShow Answer

What is the mostaccurate statement about posting complaints online?

Correct AnswerverifiedShow Answer

Of the following questions,which one should you ask yourself first as you begin to prepare a message?

Correct AnswerverifiedShow Answer

Avoiding such comments as​I remember when I ...​is important in making sure that your goodwill message is ________.

Correct AnswerverifiedShow Answer

Goodwill messages should be selfless,specific,sincere,spontaneous,and ________.

Correct AnswerverifiedShow Answer

The body of a direct claim letter should ________.

Correct AnswerverifiedShow Answer

Businesses and professionals can take individuals to court for negative comments online.

Correct AnswerverifiedShow Answer

The most emphatic positions in a message are the opening and ________.

Correct AnswerverifiedShow Answer

The body of a routine message that requests information or action should ________.

Correct AnswerverifiedShow Answer

Correct Answer
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Student answers will vary.Each step shou...
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Avoiding such comments asI remember when I ...is important in making sure that your goodwill message is ________.

Correct Answer
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