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d.
I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.
49. When writing a message to express condolences, you should mention the loss tactfully, recognize the good qualities of
the deceased, assure the receiver of your concern, offer assistance, and
a.
conclude on a reassuring note.
b.
tell the receiver to call you.
c.
focus on the future.
d.
request information on funeral arrangements.
50. Which of these statements regarding the use of e-mail for goodwill messages is most accurate?
a.
Because a handwritten note is most impressive, any goodwill message sent by e-mail must always be followed
by a more formal handwritten goodwill message.
b.
If you frequently communicate via e-mail with the intended receiver and are certain this e-mail will be
received, you may send a goodwill message via e-mail.
c.
E-mail should never be used for sending any type of goodwill message.
d.
E-mail can be used for all types of goodwill messages except death condolences, for which a ready-made card
is required.
51. 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
52. Letters are the preferred channel of communication for delivering messages inside an organization.
a.
True
b.
False
53. The only factor to consider when deciding if a business letter is the appropriate communication channel is if you are
writing to a secondary audience.
a.
True
b.
False
54. Business letters are more confidential than electronic media such as e-mail.
a.
True
b.
False
55. Business letters make the best impression if you use a good format such as the popular block style.
a.
True
b.
False
56. In block letter style, headings are flush left, but paragraphs and some other elements are indented.
a.
True
b.
False
57. When formatting business letters, you should use ragged-right margins.
a.
True
b.
False
58. When writing a request message, use the indirect strategy by placing your request in the body of the message because
stating the request in the opening is bad manners.
a.
True
b.
False
59. Place any details explaining your request for information in the body of your request message.
a.
True
b.
False
60. You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the
closing paragraph of an information-request message.
a.
True
b.
False
61. I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message.
a.
True
b.
False
62. 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
63. 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
64. Do not hesitate to contact me is an effective example of closing pleasantly in a response message.
a.
True
b.
False
65. When you respond to customers online, you should do so in less than 24 hours.
a.
True
b.
False
66. Like requests and responses, instruction messages follow a straightforward, direct approach.
a.
True
b.
False
67. Instructions should be divided into a series of steps, and then each step should be written in the imperative mood,
which means it is written as a command.
a.
True
b.
False
68. You should open the valve slowly in order to gradually vent excess pressure is an example of an effectively worded
imperative mood step in a set of instructions.
a.
True
b.
False
69. When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.
a.
True
b.
False
70. Claims made by telephone or e-mail are just as effective as claims made in writing.
a.
True
b.
False
71. When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.
a.
True
b.
False
72. 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
73. To get the best results, write your claim promptly because delaying a claim makes it seem less important.
a.
True
b.
False
74. Social media experts advise that consumers exhaust all other options for complaints with a company before venting
online.
a.
True
b.
False
75. Individuals can be sued for negative comments made online.
a.
True
b.
False
76. When a company receives a claim and decides to respond favorably, the response message is called an acceptance.
a.
True
b.
False
77. 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
78. Use a direct organizational pattern in an adjustment message granting a claim.
a.
True
b.
False
79. One goal of an adjustment message is to promote future business.
a.
True
b.
False
80. If you are responding favorably to your customer's claim, the best opening is an apology.
a.
True
b.
False
81. 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
82. Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment message.
a.
True
b.
False
83. 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
84. Many business communicators are intimidated when they must write a message expressing thanks, recognition, or
sympathy.
a.
True
b.
False
85. A personally written message will have more impact on your reader than a ready-made card.
a.
True
b.
False
86. In writing goodwill messages, you need not worry about promptness as you do in writing claims and other business
messages.
a.
True
b.
False
87. When writing goodwill messages, you should always use the "you" perspective.
a.
True
b.
False
88. Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.
a.
True
b.
False
89. Sympathy notes are probably more difficult to write than any other type of message.
a.
True
b.
False
90. You should never send a goodwill message via e-mail.
a.
True
b.
False
91. Most workplace communications will involve routine messages that are positive or neutral. Therefore, they should be
organized using the ____________________ strategy.
92. Business ____________________ are necessary when a permanent record is required; confidentiality is paramount;
formality and sensitivity are essential; or a persuasive, well-considered presentation is important.
93. 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.
94. Instructions should be written in ____________________ using the imperative (command) mood.
95. When a message is written to identify or to correct a wrong, the message is called a(n) ____________________.
96. In the ____________________ of a claim message, you should explain the problem and justify your request.
97. When a company receives a claim and decides to respond favorably, the message is called a(n)
____________________.
98. In an adjustment message, the use of a(n) ____________________ line to identify the previous correspondence is
optional.
99. Messages that offer thanks, recognition, or sympathy are called ____________________ messages.
100. In expressing thanks or responding to goodwill messages, ____________________ notes are most impressive.
