Question 1

When replying to a customer's complaint when your company is at fault,be sure to list the names of all employees who were involved in the error.

Accepted Answer

A) True 
 B)False

Question 2

In emailing a vendor for an update on the ship date of your order,what elements should you include in the closing of your request?

Accepted Answer

The closing for an effective routine req...

Question 3

Many routine requests have several parts.What guidelines should you keep in mind when your request contains a series of questions?

Accepted Answer

It is important to ask the most importan...

Question 4

What is a news release?

Accepted Answer

A news release (or press release)is a sp...

Question 5

It's best to back up all claims and requests for adjustments with invoices,sales receipts,and so on and to send copies to the company and keep the originals.

Accepted Answer

A) True 
 B)False

Question 6

When making a routine request,you should

Accepted Answer

A)   use the inductive plan.
B)   assume that the audience will comply.
C)   demand immediate action.
D)   explain the consequences of failing to comply.
E)   assume that the audience will not comply.

Question 7

Describe the three-step strategy for writing a routine request.

Accepted Answer

Start with a clear statement of your rea...

Question 8

If the middle section of your request letter contains a series of questions,the most important question should be saved for last.

Accepted Answer

A) True 
 B)False

Question 9

When asked to write a letter of recommendation for a poorly performing employee,you should never refuse to do so.

Accepted Answer

A) True 
 B)False

Question 10

How does a social media release differ from a traditional press release?

Accepted Answer

A social media release emphasizes bullet...

Question 11

When responding to claim letters,companies usually accept the customer's explanation of the problem.

Accepted Answer

A) True 
 B)False

Question 12

What potential legal problem can result from writing a critical recommendation letter?

Accepted Answer

Negative letters of recommendation have ...

Question 13

When making an unusual or complex request,it is best to

Accepted Answer

A)   ask all at once, even if it makes results in one long and complicated question.
B)   use passive voice to state what is wanted.
C)   break it down into specific, individual questions.
D)   use a particularly demanding tone.
E)   warn the audience that they might struggle to understand it.

Question 14

If a customer requesting an adjustment is at fault for the problem,the best response is often to

Accepted Answer

A)   refuse the claim without any explanation.
B)   refuse the claim, but assertively point out the customer's mistake.
C)   honor the claim but do so grudgingly.
D)   honor the claim but diplomatically explain that your firm was not entirely at fault.
E)   tell the customer he or she is lucky you're not pursuing legal action.

Question 15

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

Accepted Answer

A) True 
 B)False

Question 16

When sending a positive message to a customer,it is a good idea to reassure the customer that he or she has made a wise purchase.

Accepted Answer

A) True 
 B)False

Question 17

When a company grants a customer's claim or request for adjustment,

Accepted Answer

A)   the customer is still likely to take his or her business elsewhere.
B)   the customer is likely to tell more people about it than if the matter was handled poorly.
C)   it opens the door to frivolous lawsuits.
D)   the customer is likely to be even more loyal than before.
E)   it sends the message that the company is unsuccessful.

Question 18

When responding to a customer request for an adjustment,it is usually reasonable to assume that

Accepted Answer

A)   if you handle the situation well, the customer will be even more loyal than before.
B)   the customer's account of the situation is exaggerated.
C)   the customer is hostile.
D)   the customer is trying to pull a fast one.
E)   the customer will no longer do business with you, even if you grant the request.

Question 19

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

Accepted Answer

A)   to be avoided in routine positive messages.
B)   a good way to build customer relationships.
C)   an important part of all negative responses to claim letters.
D)   insulting and self-serving, unless you include a check or free product.
E)   all of the above.

Question 20

If you are applying for a job,you may need to ask a professional associate to write a letter of ________.

Accepted Answer

recommendation OR reference
Explanation:...

Exam 8: Writing Routine and Positive Messages

In emailing a vendor for an update on the ship date of your order,what elements should you include in the closing of your request?

Correct AnswerverifiedThe closing for an effective routine req...View AnswerShow Answer

When responding to a customer request for an adjustment,it is usually reasonable to assume that

Correct AnswerverifiedShow Answer

Describe the three-step strategy for writing a routine request.

Correct AnswerverifiedStart with a clear statement of your rea...View AnswerShow Answer

Many routine requests have several parts.What guidelines should you keep in mind when your request contains a series of questions?

Correct AnswerverifiedIt is important to ask the most importan...View AnswerShow Answer

If you are applying for a job,you may need to ask a professional associate to write a letter of ________.

Correct Answerverifiedrecommendation OR referenceExplanation:...View AnswerShow Answer

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

Correct AnswerverifiedShow Answer

When making a routine request,you should

Correct AnswerverifiedShow Answer

When responding to claim letters,companies usually accept the customer's explanation of the problem.

Correct AnswerverifiedShow Answer

When replying to a customer's complaint when your company is at fault,be sure to list the names of all employees who were involved in the error.

Correct AnswerverifiedShow Answer

How does a social media release differ from a traditional press release?

Correct AnswerverifiedA social media release emphasizes bullet...View AnswerShow Answer

When asked to write a letter of recommendation for a poorly performing employee,you should never refuse to do so.

Correct AnswerverifiedShow Answer

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

Correct AnswerverifiedShow Answer

When a company grants a customer's claim or request for adjustment,

Correct AnswerverifiedShow Answer

When making an unusual or complex request,it is best to

Correct AnswerverifiedShow Answer

It's best to back up all claims and requests for adjustments with invoices,sales receipts,and so on and to send copies to the company and keep the originals.

Correct AnswerverifiedShow Answer

What is a news release?

Correct AnswerverifiedA news release (or press release)is a sp...View AnswerShow Answer

What potential legal problem can result from writing a critical recommendation letter?

Correct AnswerverifiedNegative letters of recommendation have ...View AnswerShow Answer

When sending a positive message to a customer,it is a good idea to reassure the customer that he or she has made a wise purchase.

Correct AnswerverifiedShow Answer

If the middle section of your request letter contains a series of questions,the most important question should be saved for last.

Correct AnswerverifiedShow Answer

If a customer requesting an adjustment is at fault for the problem,the best response is often to

Correct AnswerverifiedShow Answer

Correct Answer
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The closing for an effective routine req...
View Answer

Correct Answer
verified

Correct Answer
verified
Start with a clear statement of your rea...
View Answer

Correct Answer
verified
It is important to ask the most importan...
View Answer

Correct Answer
verified
recommendation OR reference
Explanation:...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A social media release emphasizes bullet...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A news release (or press release)is a sp...
View Answer

Correct Answer
verified
Negative letters of recommendation have ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified