40) Which of the following is a guideline for granting claims and requests for adjustment when
your company is at fault?
A) Explain precisely how you have resolved, or plan to resolve, the situation.
B) Specifically assign blame to someone in your organization by name.
C) Start from the assumption that the information the customer provided is incorrect.
D) Imply that the customer is at fault.
E) Avoid taking or assigning personal responsibility for setting matters straight.
41) When granting claims and requests for adjustment when your company is at fault, you should
________.
A) specifically assign blame to someone in your organization by name
B) take steps to repair the relationship
C) start from the assumption that the information the customer provided is incorrect
D) imply that the customer is at fault
E) avoid taking or assigning personal responsibility for setting matters straight
42) When granting claims and requests for adjustment when your company is at fault, you should
________.
A) specifically assign blame to someone in your organization by name
B) follow up to verify that your response was correct
C) start from the assumption that the information the customer provided is incorrect
D) imply that the customer is at fault
E) avoid taking or assigning personal responsibility for setting matters straight
43) When granting claims and requests for adjustment when your company is at fault, you should
NOT ________.
A) blame anyone in your organization by name
B) go into the details of how you plan to resolve the situation
C) start from 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
44) When granting claims and requests for adjustment when your company is at fault, you should
NOT ________.
A) take or assign personal responsibility for setting matters straight
B) go into the details of how you plan to resolve the situation
C) start from the assumption that the information the customer provided is correct
D) openly sympathize with the customer’s situation
E) imply that the customer is at fault
45) Which of the following is a guideline for granting claims and requests for adjustment when
the customer is at fault?
A) Try to discourage future mistakes without insulting the customer.
B) Always apologize, even when the customer is at fault.
C) Start from the assumption that the information the customer provided is incorrect.
D) Clearly point out that the customer is at fault.
E) Discourage the customer from communicating with the company in the future.
46) When granting claims and requests for adjustment when the customer is at fault, you should
________.
A) discourage the customer from communicating with the company in the future
B) always apologize, even when the customer is at fault
C) start from the assumption that the information the customer provided is incorrect
D) not argue with the customer’s version of events
E) clearly point out that the customer is at fault
47) Which of the following would be most effective as the opening statement for a message from
a customer service executive of Weaver Designs to the customer, granting the claim?
A) Thanks for contacting us about the dress that you purchased from Weaver Designs. Even
though the problem of fading arose from the fact that you washed the dress in hot water, instead
of cold —as is spelt out in the washing instructions on the label—we are sending you a
replacement.
B) The problem that you brought to our notice occurred because you washed the naturally dyed
dress in hot water, instead of cold, as the instructions clearly explain. Nevertheless, we are
mailing you a dress identical to the one you purchased.
C) Thanks for contacting us about the dress that you purchased from Weaver Designs. We are
mailing you a dress identical to the one you purchased, even though the fading was a result of
washing the naturally dyed dress in hot water in the machine.
D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly
fabrics and dyes. However, to retain their color and shape, these fabrics need to be washed gently
in cold water, either in your machine or by hand, and laid flat to air-dry. From your email, it
appears that you neglected to do so. Nevertheless, we are mailing you an identical dress.
E) Weaver Designs is as much about excellence in customer service as it is about green fashion.
This is why we are disregarding your error in following the washing instructions indicated on the
label of our clothes and are mailing you an identical dress as replacement for the one you
damaged.
48) Which of the following would be most effective as the body for a message from a customer
service executive of Weaver Designs to the customer, granting the claim?
A) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly
fabrics and dyes that must not be washed in hot water or put in the dryer. Please ensure that ,
henceforth, you wash the dress gently in cold water, either in your machine or by hand, and lay
flat to air-dry.
B) The problem that you brought to our notice is because you washed the naturally dyed dress in
hot water, instead of cold, as the instructions clearly explain. We request you to pay close
attention to the washing instructions when you wash this dress.
C) We at Weaver Designs urge you to carefully read and follow the washing instructions—
clearly printed on all labels and packaging—to prolong the life of your clothes and to avoid
further claims of this kind.
D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly
fabrics and dyes. To retain their color and shape, these fabrics need to be washed gently in cold
water, either in your machine or by hand, and laid flat to air-dry.
E) This entire issue could have been easily avoided if you had paid attention to the washing
instructions printed in no unclear terms on all labels and the packaging.
49) Which of the following would be most effective as the closing for a message from a
customer service executive of Weaver Designs to the customer, granting the claim?
A) We appreciate your support in our mission to promote green fashion, and would love to know
more about the other ways in which you try to help the environment.
B) We at Weaver Designs would like to minimize such complaints and urge you to double-check
washing instructions next time.
C) We at Weaver Designs urge you to carefully read and follow the washing instructions—
clearly printed on all labels and packaging—to prolong the life of your clothes and to avoid
further claims of this kind.
D) We appreciate your support in our mission to promote green fashion, and are very keen on
avoiding such frivolous claims. We are sure you agree with us.
E) Going forward, we recommend that you check for any mistakes from your end before you
send out a claim. We appreciate your support in our mission to promote green fashion.
50) Which of the following is a pointer for writing positive messages?
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) Do not volunteer information about the request.
E) If the message is mixed, present the bad news first.
51) Which of the following is a pointer for writing recommendation letters?
A) Omit negative information, if any.
B) Always verify only the dates of employment and job titles.
C) Never collaborate with the former employee in developing the letter.
D) Understand your company’s policy to avoid legal complications.
E) Never offer to provide a personal reference.
52) When writing recommendation letters, you should ________.
A) verify only the dates of employment and job titles
B) comment only on your direct working experience with the former employee
C) never collaborate with the former employee in developing the letter
D) omit negative information, if any
E) never offer to provide a personal reference
53) When writing recommendation letters you should ________.
A) limit your remarks to provable facts
B) never collaborate with the former employee in developing the letter
C) never offer to provide a personal reference
D) omit all negative information
E) never verify anything except the dates of employment and job titles
54) When writing recommendation letters you should ________.
A) always verify only the dates of employment and job titles
B) never collaborate with the former employee in developing the letter
C) never offer to provide a personal reference
D) omit all negative information
E) ask your human resource department to review the letter before you send it
55) A ________ is a specialized document used to share information with the news media.
A) boilerplate
B) manifesto
C) newsfeed
D) claim
E) press release
56) Which of the following is a guideline for writing a successful news release?
A) Cover multiple, unrelated news items at once.
B) Put your most important idea last.
C) Extensively use self-congratulatory adjectives and adverbs.
D) Follow established industry conventions for style, punctuation, and format.
E) Write in long descriptive sentences and paragraphs.
57) A traditional press release should ________.
A) be written directly to the ultimate audience, such as the readers of a newspaper
B) not follow the customary pattern for a positive message
C) extensively use positive, self-congratulatory adjectives and adverbs
D) cover multiple, unrelated new items that will interest a wide audience
E) present the good news first, followed by details and a positive close.
58) In order to write a successful news release, you should ________.
A) put your most important idea last
B) minimize self-congratulatory adjectives and adverbs
C) write in long descriptive sentences and paragraphs
D) try to cover multiple, unrelated news items at once
E) include extraneous facts to add interest
59) In order to write a successful news release, you should ________.
A) use positive, self-congratulatory adjectives and adverbs
B) cover multiple, unrelated news items at once
C) write in long descriptive sentences and paragraphs
D) put your most important idea first
E) include extraneous facts to add interest
60) In order to write a successful news release, you should ________.
A) use positive, self-congratulatory adjectives and adverbs
B) focus on one subject
C) write in long descriptive sentences and paragraphs
D) put your most important idea last
E) include extraneous facts to add interest
61) In order to write a successful news release, you should ________.
A) use positive, self-congratulatory adjectives and adverbs
B) try to cover multiple, unrelated news items at once
C) break up long sentences and keep paragraphs short
D) put your most important idea last
E) include extraneous facts to add interest
62) In order to write a successful news release, you should ________.
A) use positive, self-congratulatory adjectives and adverbs
B) try to cover multiple, unrelated news items at once
C) ensure relevance to the specific publications for which it is meant
D) put your most important idea last
E) include extraneous facts to add interest
63) Which of the following is true about social media releases?
A) They emphasize the use of narrative paragraphs over bullet-point content.
B) They present fully developed stories and do not require editors to assemble their own stories.
C) They offer the ability to include videos and other multimedia elements.
D) They are challenging to publicize.
E) They are not electronic-only documents.
64) Which of the following is true about social media releases?
A) They emphasize the use of bullet-point content over narrative paragraphs.
B) They present fully developed stories and do not require editors to assemble their own stories.
C) In order to eliminate clutter, they should not include videos and other multimedia elements.
D) They are challenging to publicize.
E) They are not electronic-only documents.
65) Which of the following is true about sending goodwill messages?
A) A personal tone is inappropriate when sending congratulations even if you are already
friendly with the reader.
B) A handwritten note of appreciation is inappropriate in today’s electronic media environment.
C) Send congratulations for personal events only if you know the reader well.
D) In a letter of appreciation, do not specifically mention the person or persons you want to
praise, as that can demoralize the others.
E) These messages need not have a direct business purpose.
66) Goodwill messages should NOT be ________.
A) unexpected
B) without a direct business purpose
C) exaggerated
D) congratulatory
E) restrained