32.
Standard expressions of politeness, such as “please,” “thank you,” and “I’m sorry,”
33.
Which of the following statements about courtesy is true?
34.
An angry customer has emailed Kurtis wanting to know why the custom luggage he
ordered three weeks ago hasn’t arrived yet. When Kurtis looks up the order, he discovers
that the customer never chose the type and color of hardware he wanted. How should
Kurtis respond to avoid blaming the customer?
35.
You can help give your documents a courteous effect by
36.
Which of the following statements risks insulting the reader?
37.
Why is the following statement potentially insulting to its recipient?
“You will want to take advantage of this exciting opportunity before its too late!”
38.
Which of the following statements about positive words is true?
39.
If you have a negative message to deliver, what should you do?
40.
Which of the following sentences handles its subject most positively?
41.
Alonso, an event planner for a conference center, receives an email from a potential
customer who wants to book the conference center’s largest space to host a real estate
seminar. Since the space is booked on the date specified by the customer, Alonso needs
to turn down the customer‘s request. Which of the following delivers this message in the
most positive manner?
42.
Which of the following is the most useful way of emphasizing the positive and de-
emphasizing the negative in your message?
43.
Which type of sentence puts the most emphasis on its contents?
44.
Which of the following sentences de-emphasizes the negative?
45.
Less important information can best be de-emphasized in a business message by
including it
46.
Devonee has been tasked with writing a product review, and is required to discuss both
the positive and negative features of the product. In order to emphasize the pros and de-
emphasize the cons of the product, she should
47.
When delivering negative news, you should
48.
The excessive use of positive emphasis can be unethical because it
49.
Which of the following best defines ethics?
50.
Margaret does landscaping design for businesses. Because of her experience, she always
has a general idea of how much something will cost and will share that number with
potential clients, but she has an assistant price everything out just to be sure. She has just
received her assistant’s price quote for an extremely important project, and it is much
higher than the amount she told the client. However, she knows that if she introduces the
increased price gradually over the course of the project by saying things like “The rental
fee on the backhoe was higher than expected” and “That load of rock cost an additional
$500 because…,” the client will pay for it. When the client asks if her original estimate was
accurate, Margaret says yes. This is an example of