Question 1

When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.

Accepted Answer

A) True 
 B)False

Question 2

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

Accepted Answer

A)  summarizes the reader's claim and request.
B)  presents the good news immediately.
C)  explains and clarifies the company's position.
D)  builds goodwill.E) B) and C)
F) A) and D)

Question 3

A common challenge writers face with adjustment letters is deciding whether or not to issue an _________________ as part of the message.

Accepted Answer

The answer of A common challenge writers face with adjustment...

Question 4

When a company receives a claim and decides to respond favorably, the response message is called an acceptance .

Accepted Answer

A) True 
 B)False

Question 5

Five S's can guide you in writing goodwill messages:  selfless, specific, sincere, spontaneous, and _____________________.

Accepted Answer

The answer of Five S's can guide you in writing...

Question 6

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

Accepted Answer

A)  We offer an outstanding variety of thank-you gifts for our most valuable customers.
B)  You will find that our top-selling host gift baskets not only welcome your guests but also save you money and time compared to individually purchasing and assembling your host baskets on site.
C)  Can I interest you in anything else?
D)  If I can be of further assistance with any of our other fine products, do not hesitate to contact me.E) All of the above
F) B) and C) B

Question 7

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.

Accepted Answer

The answer of The first sentence of a direct request...

Question 8

When a company receives a claim and decides to respond favorably, the message is called a(n)____________________.

Accepted Answer

The answer of When a company receives a claim and...

Question 9

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

Accepted Answer

A) True 
 B)False

Question 10

In block letter style, headings are flush left, but paragraphs and some other elements are indented.

Accepted Answer

A) True 
 B)False

Question 11

When writing goodwill messages, you should always use the "you" perspective.

Accepted Answer

A) True 
 B)False

Question 12

Which part(s) of your messages are readers likely to find most interesting and read first?

Accepted Answer

A)  Footnote
B)  Opening and closing
C)  Middle paragraphs of justification and explanation
D)  SalutationE) A) and D)
F) A) and C)

Question 13

End dates and specific actions in a routine request message should be placed in the

Accepted Answer

A)  introduction.
B)  body.
C)  closing.
D)  enclosure notation.E) A) and D)
F) B) and C)

Question 14

Most companies receiving a claim message tend to

Accepted Answer

A)  ignore the first phone call, e-mail, or letter.
B)  respond only to letters containing complaints that could result in lawsuits or financial harm.
C)  respond promptly because they want to maintain customer goodwill and loyalty.
D)  wait two to six weeks to establish a "cooling-off period" prior to responding.E) B) and C)
F) A) and B)

Question 15

Which of the following is the best opening for a note expressing thanks for a gift?

Accepted Answer

A)  Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it will make a perfect travel companion.
B)  Thanks for the gift!
C)  I cannot believe I have been with the company for twenty years.
D)  A lot has changed over the past twenty years.E) C) and D)
F) None of the above

Question 16

Which statement about the format of a business letter is most accurate?

Accepted Answer

A)  Legal agreements are invalid if they do not demonstrate the correct letter format.
B)  All business letters will use the block formatting style.
C)  The appearance of a business letter can send nonverbal messages about a sender to a receiver.
D)  All answer choices are accurate.E) B) and D)
F) All of the above

Question 17

Smart businesses regard complaints from customers as

Accepted Answer

A)  free consulting reports from the field.
B)  normal and therefore ignore them.
C)  a reason to avoid social media.
D)  appropriate to handle via phone only.E) A) and B)
F) A) and D)

Question 18

I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message.

Accepted Answer

A) True 
 B)False

Question 19

When formatting business letters, you should use ragged-right margins.

Accepted Answer

A) True 
 B)False  True

Question 20

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.

Accepted Answer

A) True 
 B)False  True

Exam 6: Positive Messages

When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.

Correct AnswerverifiedShow Answer

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

Correct AnswerverifiedShow Answer

A common challenge writers face with adjustment letters is deciding whether or not to issue an _________________ as part of the message.

Correct AnswerverifiedShow Answer

When a company receives a claim and decides to respond favorably, the response message is called an acceptance .

Correct AnswerverifiedShow Answer

Five S's can guide you in writing goodwill messages: selfless, specific, sincere, spontaneous, and _____________________.

Correct AnswerverifiedShow Answer

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

Correct AnswerverifiedB

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.

Correct AnswerverifiedShow Answer

When a company receives a claim and decides to respond favorably, the message is called a(n)____________________.

Correct AnswerverifiedShow Answer

Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.

Correct AnswerverifiedShow Answer

In block letter style, headings are flush left, but paragraphs and some other elements are indented.

Correct AnswerverifiedShow Answer

When writing goodwill messages, you should always use the "you" perspective.

Correct AnswerverifiedShow Answer

Which part(s) of your messages are readers likely to find most interesting and read first?

Correct AnswerverifiedShow Answer

End dates and specific actions in a routine request message should be placed in the

Correct AnswerverifiedShow Answer

Most companies receiving a claim message tend to

Correct AnswerverifiedShow Answer

Which of the following is the best opening for a note expressing thanks for a gift?

Correct AnswerverifiedShow Answer

Which statement about the format of a business letter is most accurate?

Correct AnswerverifiedShow Answer

Smart businesses regard complaints from customers as

Correct AnswerverifiedShow Answer

I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message.

Correct AnswerverifiedShow Answer

When formatting business letters, you should use ragged-right margins.

Correct AnswerverifiedTrue

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.

Correct AnswerverifiedTrue

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B

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True

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True