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56) Discuss strategies for writing letters for claims and adjustments.
57) Which of the following would not be a goal when responding to routine replies from others?
A) Explain why you can comply with the request.
B) Communicate the information needed.
C) Answer all questions.
D) Provide all necessary details.
E) Leave the reader with a good impression of you and your company.
58) When is it appropriate to use the direct approach for routine messages?
A) When the reader may not be interested in what you have to say
B) When you want to save the reader time
C) When you expect something from the reader
D) When the readers will be interested in what you have to say
E) When you are composing a message that will stay internal to the organization
59) Routine, positive messages include what type of information in the opening paragraph?
A) Reason for writing
B) How the audience will benefit from complying to the request
C) All relevant details
D) A neutral buffer
E) An introduction to the writer
60) Opening statements in communication using the direct approach should be what?
A) Detailed
B) Brief and to the point
C) Neutral
D) Hedge sentences
E) Apologetic
61) When developing an opening statement for routine messages, what should the writer
consider?
A) The most important thing the writer wants to convey
B) The most important thing the audience wants to know
C) The level of detail needed
D) The potential reaction of the audience
E) What channel and medium should be used to convey the message
62) When having to convey negative information in a routine message, what should the writer
do?
A) Stress only the most positive information
B) Refer to the negative information in general and nonspecific terms
C) Put the negative information in as positive terms as possible
D) Avoid explaining the negative information
E) Use an indirect approach
63) To soften the blow of a negative response in a direct message, what should the writer include
in the body of the message?
A) Specific identification of the negative news
B) The option to seek other solutions
C) Specific reason that led to the decision
D) As much detail as possible
E) Emphasize how the decision can benefit the audience
64) If follow-up action is needed in response to a routine message, identify who will do what and
when in the body of the message.
65) If negative news is likely to be a surprise to the reader, an indirect approach should be used.
66) When dealing with disappointing information, it is best to be blunt.
67) Details in a routine message should be written in the same tone as the opening.
68) The best way to start an opening is to determine the single most important thing to say.
69) Outline an effective strategy for writing routine replies and positive messages.
70) Discuss a strategy for using routine and direct messages for negative news, including
examples.
71) Which of the following is least likely to be considered a routine or positive message?
A) Answers to routine requests
B) Denial of claims and adjustments
C) Recommendations
D) Routine informational messages
E) Good-news announcements
72) A well written response to a request for information or action will do what for the writer?
A) Positively influence the reader's perception of the writer and the organization
B) Negatively influence the reader's perception of the writer and the organization
C) Allow the writer to explain the benefits of working with their firm
D) Encourage customer satisfaction
E) Reinforce the organization's commitment to excellence
73) Before responding to a customer complaint, what should be considered first?
A) How upset the customer is
B) How often that particular customer complains
C) How easy it is to rectify the issue
D) Relationship with the customer
E) Company policy for handling customer complaints
74) When responding to a customer complaint, the best course of action is what?
A) Promise the customer complete satisfaction.
B) Explain how you plan to resolve the issue.
C) Apologize profusely.
D) Promise the issue will never happen again.
E) Indicate to the customer exactly who is to blame.
75) When granting the claim when the customer is at fault, what should be included in the body
of the letter?
A) An apology
B) A clear indication of what the customer did wrong
C) A clear indication of how the customer can avoid a similar issue in the future
D) The discouragement of similar claims in the future
E) Contact information so the customer can discuss further concerns
76) What is the goal of a letter of recommendation?
A) To verify dates of employment
B) To verify salary
C) To verify the nature of your relationship with the candidate
D) To verify the candidate has the characteristics necessary for the job
E) To verify the candidate is eligible to work at the organization
77) Updating someone on projects or the status of an order is an example of what type of routine
communication?
A) Goodwill messages
B) Answers to routine requests
C) Claims and adjustment requests
D) Good-news announcements
E) Routine informational messages
78) A policy change is an example of what type of message?
A) Goodwill messages
B) Answers to routine requests
C) Claims and adjustment requests
D) Good-news announcements
E) Routine informational messages
79) If a reader may not view a message as positive, what should be included in the body of the
message?
A) An explanation of what will happen if the action is not taken
B) An explanation of potential benefits to the reader
C) An explanation of potential benefits to the writer
D) An explanation of the nature of the information being provided
E) An explanation of the reasons for the decision to be followed by the decision
80) Which of the following are specialized documents used to share relevant information with
the news media?
A) Press releases
B) Direct-to-consumer news releases
C) Social media releases
D) External releases
E) Internal releases
81) Which of the following would be the most appropriate format for content of a news release?
A) Background information followed by solution
B) Background information followed by a series of alternatives
C) Good news followed by details
D) A series of alternatives followed by good news
E) Good news followed by a variety of alternatives
82) News releases that communicate directly with the customers and other audiences and include
network links are called what?
A) Press releases
B) Direct-to-consumer releases
C) Social media releases
D) Blog releases
E) World wide web releases
83) Messages written to foster positive relationships with audiences are called what?
A) Social media releases
B) Goodwill messages
C) Condolence messages
D) Good-news announcements
E) Congratulatory messages
84) Which of the following are friendly and unexpected messages written with the goal of
enhancing your relationship with other businesspeople?
A) Direct messages
B) Indirect messages
C) Persuasive messages
D) Good-news messages
E) Goodwill messages
85) Which of the following would be sent to congratulate an individual on a significant business
achievement?
A) A recommendation message
B) A social media release
C) A condolence message
D) A message of appreciation
E) A congratulatory message
86) Which of the following routine messages is most likely to end up as part of an employee's
permanent record?
A) A letter of recommendation
B) A congratulatory message
C) A message of appreciation
D) A message of condolence
E) A message fostering goodwill
87) Which of the following represents a brief personal message after the death of a loved one?
A) A letter of recommendation
B) A congratulatory message
C) A message of appreciation
D) A message of condolence
E) A message fostering goodwill
88) When preparing a message of condolence, which of the following sets of principles should
the writer follow?
A) Short, simple and sincere
B) Short, timely and appropriate
C) Simple, sincere and appropriate
D) Sincere, direct and timely
E) Direct, timely and short
89) Which of the following is a guideline for granting claims and requests for adjustment when
your company is at fault?
A) Do not provide detail for how you plan to resolve the situation.
B) Specifically assign blame to someone else in the organization.
C) Start from the assumption that the information the customer provided is correct.
D) Imply that the customer is at fault.
E) Avoid taking or assigning personal responsibility for setting matters straight.
90) What should be done when granting claims and requests for adjustment when your company
is at fault?
A) You should specifically assign blame to someone else in the organization.
B) You should take steps to repair the relationship.
C) You should start with the assumption that the information the customer provided is incorrect.
D) You should imply that the customer is at fault but you are willing to help anyway.
E) You should avoid taking or assigning personal responsibility for setting matters straight.
91) What should be avoided when granting claims and requests for adjustment when your
company is at fault?
A) Blaming anyone in the organization by name
B) Going into the details of how you plan to resolve the situation
C) Starting with the assumption that the information the customer provided is correct
D) Openly sympathize with the customer's situation
E) Take or assign personal responsibility for setting matters straight
92) When attempting to write a positive message, what should the writer take care to do?
A) Thank the reader "in advance" for cooperating
B) Avoid offering additional services
C) Avoid trite sayings that you may have heard or read
D) Avoid volunteering information about the request
E) Avoid placing the bad news first
93) Which of the following should be followed when writing recommendation letters?
A) Omit any negative information.
B) Only verify dates of employment and job titles.
C) Never collaborate with the former employee in developing the letter.
D) Understand your company's policy on letters of recommendation to avoid legal
complications.
E) Never offer to provide a personal reference.
94) When a response to a request for information is straightforward, a direct approach should be
used.
95) How you respond to a customer complaint often depends on your company's policies for
resolving this type of issue.
96) It is generally safe to write positive letters of recommendation for former employees.
97) The opening of routine messages can be used to state the purpose and nature of information
being provided.
98) Personal messages such as condolence letters and congratulatory letters are never appropriate
in the workplace.
99) Discuss guidelines for writing letters of condolence to coworkers.
100) Discuss and give examples of using routine messages to build goodwill.
