Name:
Class:
Date:
Indicate whether the statement is true or false.
1. A well-crafted and professionally formatted business letter carries a powerful nonverbal message.
a.
True
b.
False
2. When writing goodwill messages, you should always use the “you” perspective.
a.
True
b.
False
3. The first step involves installing the app is an example of the indicative mood.
a.
True
b.
False
4. Do not hesitate to contact me is an effective example of closing pleasantly in a response message.
a.
True
b.
False
5. When writing a message to send condolences, you should avoid referring to the deceased person specifically and focus
on the reader instead.
a.
True
b.
False
6. When a company receives a claim and decides to respond favorably, the response message is called an acceptance.
a.
True
b.
False
7. Trina must respond to a customer inquiry. Her response should not only answer the customer’s questions but also
promote her business and its products and services.
a.
True
b.
False
8. In block letter style, headings are flush left, but paragraphs and some other elements are indented.
a.
True
b.
False
9. If you are responding favorably to your customer’s claim, the best opening is an apology.
a.
True
b.
False
10. Use a direct organizational pattern in an adjustment message granting a claim.
a.
True
b.
False
11. You should never send a goodwill message via e-mail.
a.
True
b.
False
Name:
Class:
Date:
12. Business letters are more confidential than electronic media such as e-mail.
a.
True
b.
False
13. Letters are the preferred channel of communication for delivering messages inside an organization.
a.
True
b.
False
14. Individuals can be sued for negative comments made online.
a.
True
b.
False
15. Direct-mail letters remain a powerful tool to promote services and products and, in turn, boost sales.
a.
True
b.
False
16. Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment message.
a.
True
b.
False
17. Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy
their customers and retain their business.
a.
True
b.
False
18. I’m sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment
message.
a.
True
b.
False
19. A personally written message will have more impact on your reader than a ready-made card.
a.
True
b.
False
20. When formatting business letters, you should use ragged-right margins.
a.
True
b.
False
21. When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.
a.
True
b.
False
22. Thank you for your cooperation is an effective sentence for the closing paragraph of an information-request message.
a.
True
b.
False
Name:
Class:
Date:
23. Most people regard writing goodwill messages as easier than writing other types of business messages.
a.
True
b.
False
24. Social media experts advise that consumers exhaust all other options for complaints with a company before venting
online.
a.
True
b.
False
25. It is good business practice to write messages of thanks to customers who have complained.
a.
True
b.
False
26. Like requests and responses, instruction messages follow a straightforward, direct approach.
a.
True
b.
False
27. When you respond to customers online, you should do so in less than 24 hours.
a.
True
b.
False
28. When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.
a.
True
b.
False
29. When sending a claim letter by mail, include all original documents such as invoices, sales slips, catalog descriptions,
and repair records.
a.
True
b.
False
30. Most of the workplace messages that you write will likely deal with routine matters that require straightforward
answers using the indirect method.
a.
True
b.
False
31. Imperative mood (phrasing items as commands) should be avoided in all business writing because it sounds bossy.
a.
True
b.
False
32. In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company’s
products or services.
a.
True
b.
False
33. Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.
a.
True
b.
False
Name:
Class:
Date:
34. If you must provide large amounts of data or answer many questions in your response message, make your message
more readable with graphic devices such as lists, tables, headings, boldface, or italics.
a.
True
b.
False
35. Readers tend to look at the body of a message before the opening and closing.
a.
True
b.
False
36. Place any details explaining your request for information in the body of your request message.
a.
True
b.
False
37. One goal of an adjustment message is to promote future business.
a.
True
b.
False
38. To get the best results, write your claim promptly because delaying a claim makes it seem less important.
a.
True
b.
False
39. Telephone claims are more effective than those made in writing because the caller can better express emotion.
a.
True
b.
False
40. You can use our assessments to save time during the employee screening process is an example of presenting reader
benefits.
a.
True
b.
False
Indicate the answer choice that best completes the statement or answers the question.
41. Most companies receiving a claim message tend to
a.
ignore the first phone call, e-mail, or letter.
b.
respond only to letters containing complaints that could result in lawsuits or financial harm.
c.
respond promptly because they want to maintain customer goodwill and loyalty.
d.
wait two to six weeks to establish a “cooling-off period” prior to responding.
42. Which of the following sentences is not a parallel step in this set of instructions?
a.
List the required education, work experience, and technical skills in Section 2.
b.
Contact the director of human resources to obtain a job-posting identification number.
c.
Placing age or gender preference in the candidate qualifications section creates legal jeopardy.
d.
Identify the division, department, and supervising agent for this position in Section 3.
43. In writing messages that deliver instructions, what advice should you follow?
Name:
Class:
Date:
a.
Use an autocratic tone to establish the importance of the instructions.
b.
Assume that employees want to contribute to the success of the organization.
c.
Focus on the steps in the procedure and let the tone take care of itself.
d.
Criticize the person(s) responsible for trouble with previous procedures and then praise the person(s)
responsible for the new procedure.
44. In which of the following situations should you send a letter instead of an e-mail message?
a.
You are planning a sales team meeting.
b.
You are asking leading members of the community to contribute to a fundraising event to improve local parks.
c.
You are inviting employees to the annual sales seminar.
d.
You are reminding employees of Friday’s divisional meetings.
45. In the closing of a claim message, you should
a.
justify and explain your request.
b.
promote goodwill and summarize your request.
c.
reference all copies of pertinent documents enclosed.
d.
warn the company that failure to comply could cause legal action.
46. Which of the following is the best opening for a note expressing thanks for a gift?
a.
Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it will make a perfect
travel companion.
b.
Thanks for the gift!
c.
I cannot believe I have been with the company for twenty years.
d.
A lot has changed over the past twenty years.
47. The conclusion of a response message should
a.
avoid repeating the information provided or referring to its use.
b.
include familiar expressions such as “If I may be of further assistance, please don’t hesitate to call me.”
c.
provide specifics if further action is required.
d.
omit the sender’s name to avoid legal liability.
48. Which of the following openings is most appropriate for a claim message?
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.
49. You can improve the effectiveness of a claim message by
a.
using a few threatening words to get your point across.
b.
providing a detailed timeline of what happened and the specific person who is to blame for the problem.
c.
explaining the problem with necessary details.
d.
including a subtle reference to your attorney or to the Better Business Bureau.
50. Sending a goodwill message via e-mail (vs. a handwritten note) is acceptable if
a.
you do not know the receiver well.
Name:
Class:
Date:
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.
51. Dean has decided to include an apology as part of an adjustment message he is writing. Where in the message should
he include it?
a.
The subject line
b.
The opening
c.
The closing
d.
Multiple places throughout
52. Which of the following sentences would be least effective in a sympathy note?
a.
We are deeply saddened, Corbin, to learn of the death of your wife.
b.
Bethany’s volunteer work in the job center endeared her to many.
c.
If we may help you during this difficult time or lighten your load in any way, you need only call.
d.
I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.
53. Which of the following sentences is an example of sensitive language in an adjustment letter?
a.
If you had followed the directions, you would have been able to use the product successfully.
b.
We can guarantee that this mistake will not occur again.
c.
Our goal is to earn your confidence with quality products and excellent service.
d.
We regret the trouble you had because of our error.
54. Which of the following statements about online complaints or reviews is most accurate?
a.
Individuals should give companies an opportunity to resolve the issue before writing an online complaint.
b.
Businesses and professionals cannot sue individuals for negative online comments.
c.
Consumers who are offered payment to change an opinion or account should willingly accept a company’s
generous monetary gift.
d.
Anonymous complaints or reviews cannot be traced.
55. 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?
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 number
56. When service is involved in a claim, you should
a.
demand a full refund of the service fee and a repeat service call.
b.
avoid naming the service representatives involved or otherwise identifying responsible company employees.
c.
cite names of individuals spoken to and dates of calls.
d.
enclose a photograph of yourself crying or suffering other severe emotional distress because of the poor
service.
57. Which of the following is not a goal when writing adjustment messages?
Name:
Class:
Date:
a.
To gain the confidence of the customer
b.
To verify the honesty of the customer’s claim
c.
To rectify the wrong
d.
To promote future business and goodwill
58. Which of the following is an effective opening for a routine request message?
a.
Please answer the following questions about your Web services.
b.
My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
c.
I recently read an article about your firm in the local newspaper.
d.
Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area.
59. One important guideline when preparing instructions is to
a.
follow an indirect approach to soften the impact of the demand for compliance.
b.
begin with an admonition or warning of the punishment for failure to comply fully with directions as written.
c.
put all steps of the instructions in one paragraph.
d.
divide the process into logical steps and present them in the correct order.
60. Which statement about the format of a business letter is most accurate?
a.
Legal agreements are invalid if they do not demonstrate the correct letter format.
b.
All business letters will use the block formatting style.
c.
The appearance of a business letter can send nonverbal messages about a sender to a receiver.
d.
All answer choices are accurate.
61. Which of the following statements about claims is most accurate?
a.
If you expect that your claim will be granted, a letter or e-mail message is not necessary.
b.
Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call.
c.
All claim messages should be written using the indirect strategy.
d.
Smart businesses dislike receiving claim messages because it means they did something wrong.
62. The _____________________ of a direct reply letter generally refers in abbreviated form to previous correspondence
and/or summarizes an earlier message.
a.
body
b.
subject line
c.
closing
d.
attachment
63. Most workplace messages should be organized
a.
indirectly.
b.
chronologically.
c.
directly.
d.
topically.
64. Goodwill messages should be short, selfless, specific, spontaneous, and
a.
sassy.
b.
sincere.
Name:
Class:
Date:
c.
spiritual.
d.
suave.
65. Which of the following is the most appropriate opening for an adjustment message granting a claim?
a.
We are very sorry to hear that your meal with us did not meet your expectations.
b.
Thank you for your letter of November 16 describing your bad dining experience with us last weekend.
c.
Although we believe that the food we served last weekend was of the highest quality, we are willing to refund
the cost of your dinner this time only.
d.
The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our
customers and earn their confidence.
66. Which of the following is the most effective opening sentence for a response message?
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.
67. Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?
a.
Businesses use memos to deliver positive messages internally and externally, but they use formal business
letters to deliver negative messages.
b.
E-mail delivers most internal communication, hard-copy memos deliver most external communication, and
letters communicate only legal issues.
c.
Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication
for delivering messages outside an organization.
d.
Businesses today use e-mail, memos, and letters interchangeably for all audiences, purposes, and messages.
68. Which part(s) of your messages are readers likely to find most interesting and read first?
a.
Footnote
b.
Opening and closing
c.
Middle paragraphs of justification and explanation
d.
Salutation
69. Which of the following sentences most effectively presents promotional materials in a message responding to a
customer inquiry?
a.
We offer an outstanding variety of thank-you gifts for our most valuable customers.
b.
You will find that our top-selling host gift baskets not only welcome your guests but also save you money and
time compared to individually purchasing and assembling your host baskets on site.
c.
Can I interest you in anything else?
d.
If I can be of further assistance with any of our other fine products, do not hesitate to contact me.
70. Which of the following would be the most effective closing statement in a routine action request message?
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.
Name:
Class:
Date:
d.
I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible
convenience.
71. Frontloading a message refers to
a.
including an attachment.
b.
proofreading only the beginning of a letter.
c.
including a salutation or greeting.
d.
placing the main idea of the message first.
72. Smart businesses regard complaints from customers as
a.
free consulting reports from the field.
b.
normal and therefore ignore them.
c.
a reason to avoid social media.
d.
appropriate to handle via phone only.
73. What is the best advice for writing goodwill messages?
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.
74. All of the following are considered routine business messages except
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.
75. A popular format of business letters, called _____________________ style, aligns all parts on the left of the page.
a.
justified
b.
formal
c.
informal
d.
block
76. Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las
Vegas. She has lots of questions and decides to write a routine informational message. How should she present these
questions in her message?
a.
As a separate enclosure
b.
In a bulleted or numbered list in the body of her message
c.
In paragraph form in the body of her message
d.
In a follow-up e-mail
77. Business letters are typically sent
a.
to relay bad news.
b.
within an organization.
c.
outside an organization.
Name:
Class:
Date:
d.
only by high-level executives.
78. Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will
a.
assume the company understands his request without explanation.
b.
use emotional language to show how upset he is about the situation.
c.
assume the company purposely tries to cheat its customers.
d.
identify enclosed copies of all pertinent documents.
79. Which of the following represents the most appropriate apology in an adjustment message?
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.
80. The body of a routine request message presents
a.
details explaining the request.
b.
action responses from the receiver.
c.
deadlines and approvals from governmental agencies.
d.
cost-to-benefit ratio analyses.
81. End dates and specific actions in a routine request message should be placed in the
a.
introduction.
b.
body.
c.
closing.
d.
enclosure notation.
82. Minimizing I when praising others to a good way to ensure that your message is
a.
specific.
b.
selfless.
c.
spontaneous.
d.
sincere.
83. In the popular block letter format, which of the following guidelines apply?
a.
Use ragged, unjustified right margins.
b.
Use fully justified margins on all sides and center the body of the letter on the page.
c.
Start the sender’s address, the dateline, and the complimentary close at the midpoint; align all other letter parts
at the left margin.
d.
Double-space all content to improve readability.
84. When sending condolences, which of the following should you aim to do?
a.
Recognize good qualities of the deceased.
b.
Offer assistance.
c.
Assure the receiver of your concern.
Name:
Class:
Date:
d.
You should aim to do all of these when sending condolences.
85. In responding positively to a claim, begin the message with
a.
information promoting other products.
b.
the good news that you are complying with the customer’s request.
c.
an explanation of the reasons the request is granted.
d.
a reminder of the problem.
86. When granting a customer’s claim, a business communicator should include an opening in an adjustment message that
a.
summarizes the reader’s claim and request.
b.
presents the good news immediately.
c.
explains and clarifies the company’s position.
d.
builds goodwill.
87. Which of the following sentences represents an appropriate end date in a claim message?
a.
Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by
January 12.
b.
We wish to end our contract with your company if you cannot improve your service.
c.
Service calls were made to our Washington Street office on May 20, May 22, and May 27 without resolving
the problem.
d.
Please replace the five Panasonic projectors we received on December 22 because the model numbers do not
match the models ordered.
88. Which of the following would show confidence in the closing of an adjustment message?
a.
suggesting a new product or service.
b.
writing with a positive tone.
c.
mentioning the product in a favorable light.
d.
All answer choices are correct.
89. Messages expressing thanks should
a.
open indirectly.
b.
contain fewer than 5 sentences.
c.
be specific, warm, and conversational.
d.
All of these are true.
90. Although e-mail is successful for both internal and external communication, you should still use letters when
a.
you need immediate feedback.
b.
the message must reach your reader very quickly.
c.
formality and sensitivity are essential.
d.
you have too little time to proofread.
Enter the appropriate word(s) to complete the statement.
91. Instructions should be written in steps using the ___________________ (command) mood.
92. When a company receives a claim and decides to respond favorably, the message is called a(n)
Name:
Class:
Date:
____________________.
93. ___________________ messages offer thanks, recognition, or sympathy.
94. In the ____________________ of a claim message, you should explain the problem and justify your request.
95. When a message is written to identify or to correct a wrong, the message is called a(n) ____________________.
96. A common challenge writers face with adjustment letters is deciding whether or not to issue an _________________
as part of the message.
97. Five S’s can guide you in writing goodwill messages: selfless, specific, sincere, spontaneous, and
_____________________.
98. Most workplace communications will involve routine messages that are positive or neutral. Therefore, they should be
organized using the ____________________ strategy.
99. The first sentence of a direct request is usually a question or a polite ____________________ such as Please answer
the following questions about your accommodations for a seminar.
100. Business letters carry a ____________________ message that the writer considered the message to be significant and
values the recipient.
Name:
Class:
Date:
Name:
Class:
Date:
Name:
Class:
Date:
Name:
Class:
Date: