Question 1

When writing an appreciation message, you should avoid:

Accepted Answer

A)  sending the message only within a few days of the circumstance.
B)  making specific comments about performance.
C)   addressing the message to an individual's supervisor.
D)   using exaggerated language that sounds implausible.E) B) and C)
F) C) and D)

Question 2

Routine claims usually have the backing of guarantees, warranties, or other contractual conditions.

Accepted Answer

A) True 
 B)False

Question 3

When writing a procedural message, each step must be written in the passive voice.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is true of requests for information?

Accepted Answer

A)  They are independent of the quality of the message.
B)  They are rarely accepted by businesses.
C)   They are door openers for future business.
D)   They always follow the inductive outline.E) A) and B)
F) B) and D)

Question 5

Which of the following makes a routine request poor?

Accepted Answer

A)  Asking specific questions and using lists
B)  Providing a telephone number
C)   Alluding to the benefits for quick action
D)   Using a generic closing statementE) None of the above
F) All of the above

Question 6

How are customer orders acknowledged? Describe the features of a well-written order confirmation.

Accepted Answer

Answers will vary. When customers place ...

Question 7

Discuss appreciation messages. What are the guidelines that need to be followed while writing appreciation messages?

Accepted Answer

Answers will vary. Appreciation messages...

Question 8

What are the obligations involved in providing credit information?

Accepted Answer

Answers will vary. Replies to requests f...

Question 9

An appreciation message must never be addressed to an individual's supervisor.

Accepted Answer

A) True 
 B)False

Question 10

Typically, acknowledgment messages are preprinted letters or copies of a sales order.

Accepted Answer

A) True 
 B)False

Question 11

What are the points to be kept in mind when giving a positive response to a favor request?

Accepted Answer

Answers will vary. Occasionally, as a bu...

Question 12

In the context of adjustment messages, _____ refers to a discussion of goods or services already bought.

Accepted Answer

A)  resale
B)  revise
C)   recall
D)   rebootE) A) and C)
F) None of the above

Question 13

Acknowledgment messages are a fast and efficient way of transmitting frequently recurring messages to which receiver reaction is likely favorable or neutral.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is true of effective routine requests?

Accepted Answer

A)  They are organized inductively.
B)  They use lists for emphasis.
C)   They require maximum persuasion.
D)   They require arguments to be presented.E) C) and D)
F) None of the above

Question 15

Alana orders a pink T-shirt from an Internet-based retailer but receives an orange T-shirt. The retailer advertises a free exchange policy for goods. In this scenario, Alana can write a(n)  _____ to the retailer to request for a replacement of merchandise.

Accepted Answer

A)  routine claim
B)  persuasive claim
C)   acknowledgment message
D)   form messageE) None of the above
F) All of the above

Question 16

Edwin, a manager at TouchGen Inc., wants to inform his employees about the company's vacation policy according to which each employee is entitled to twelve paid vacation days every year. In this scenario, which of the following approaches should Edwin use to deliver the good news?

Accepted Answer

A)  A direct approach
B)  A passive approach
C)   An inductive approach
D)   An interrogative approachE) A) and D)
F) A) and C)

Question 17

Describe the features of a good letter extending credit to a retailer.

Accepted Answer

Answers will vary. A good letter extendi...

Question 18

Which of the following makes routine requests effective?

Accepted Answer

A)  Expressing criticism and alluding to drawbacks for quick action
B)  Using a noncommittal subject line
C)   Opening door for personal dialogue by providing telephone number
D)   Using a generic closing statementE) A) and B)
F) A) and D)

Question 19

Which of the following is a feature of the deductive organizational pattern?

Accepted Answer

A)  The body of a message reminds the audience of the main idea and includes a future-oriented closing thought.
B)  The closing thought of a message is always omitted as it often leads to misinterpretation of the intended message.
C)   The first sentence of a message mentions good news, making the audience more receptive to the details that follow.
D)   A message begins with supporting details and concludes with the main idea to help the audience understand the message.E) B) and C)
F) C) and D)

Question 20

When providing credit information, there is an ethical and legal obligation involved.

Accepted Answer

A) True 
 B)False

Exam 6: Delivering Good- and Neutral-News Messages

Routine claims usually have the backing of guarantees, warranties, or other contractual conditions.

Correct AnswerverifiedShow Answer

Discuss appreciation messages. What are the guidelines that need to be followed while writing appreciation messages?

Correct AnswerverifiedAnswers will vary. Appreciation messages...View AnswerShow Answer

Which of the following is true of effective routine requests?

Correct AnswerverifiedShow Answer

Describe the features of a good letter extending credit to a retailer.

Correct AnswerverifiedAnswers will vary. A good letter extendi...View AnswerShow Answer

When writing a procedural message, each step must be written in the passive voice.

Correct AnswerverifiedShow Answer

In the context of adjustment messages, _____ refers to a discussion of goods or services already bought.

Correct AnswerverifiedShow Answer

How are customer orders acknowledged? Describe the features of a well-written order confirmation.

Correct AnswerverifiedAnswers will vary. When customers place ...View AnswerShow Answer

Which of the following is a feature of the deductive organizational pattern?

Correct AnswerverifiedShow Answer

Typically, acknowledgment messages are preprinted letters or copies of a sales order.

Correct AnswerverifiedShow Answer

Alana orders a pink T-shirt from an Internet-based retailer but receives an orange T-shirt. The retailer advertises a free exchange policy for goods. In this scenario, Alana can write a(n) _____ to the retailer to request for a replacement of merchandise.

Correct AnswerverifiedShow Answer

What are the points to be kept in mind when giving a positive response to a favor request?

Correct AnswerverifiedAnswers will vary. Occasionally, as a bu...View AnswerShow Answer

Which of the following makes a routine request poor?

Correct AnswerverifiedShow Answer

Acknowledgment messages are a fast and efficient way of transmitting frequently recurring messages to which receiver reaction is likely favorable or neutral.

Correct AnswerverifiedShow Answer

When writing an appreciation message, you should avoid:

Correct AnswerverifiedShow Answer

When providing credit information, there is an ethical and legal obligation involved.

Correct AnswerverifiedShow Answer

Which of the following makes routine requests effective?

Correct AnswerverifiedShow Answer

An appreciation message must never be addressed to an individual's supervisor.

Correct AnswerverifiedShow Answer

Edwin, a manager at TouchGen Inc., wants to inform his employees about the company's vacation policy according to which each employee is entitled to twelve paid vacation days every year. In this scenario, which of the following approaches should Edwin use to deliver the good news?

Correct AnswerverifiedShow Answer

What are the obligations involved in providing credit information?

Correct AnswerverifiedAnswers will vary. Replies to requests f...View AnswerShow Answer

Which of the following is true of requests for information?

Correct AnswerverifiedShow Answer

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Answers will vary. Appreciation messages...
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Answers will vary. A good letter extendi...
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Answers will vary. When customers place ...
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Answers will vary. Occasionally, as a bu...
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Answers will vary. Replies to requests f...
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