Question 1

You are Manager, Customer Services, at Famous Watches. You have received a complaint from a customer stating that his watch has stopped working ever since the time he wore it when he went diving. This particular model, though water resistant, cannot be worn when underwater. This information is clearly given-with graphics-on the reverse of the watch, in the user manual enclosed with the product and on the packaging. However, in order to build goodwill, the company decides to provide free service and parts to repair the watch. Draft an email to the customer, communicating the company's decision, making up any details that you may need.

Accepted Answer

The answer of You are Manager, Customer Services, at Famous...

Question 2

When explaining and justifying your routine request in the body of your message, you should ________.

Accepted Answer

A)   address multiple topics in one question
B)   offer apologies for any inconvenience caused
C)   put your most important request at the end
D)   ask only questions that are central to your main requestE) All of the above
F) A) and D)

Question 3

Which of the following is TRUE about sending goodwill messages?

Accepted Answer

A)   A personal tone is inappropriate when sending congratulations even if you are already friendly with the reader.
B)   A handwritten note of appreciation is inappropriate in today's electronic media environment.
C)   Send congratulations for personal events only if you know the reader well.
D)   Goodwill messages need not have a direct business purpose.E) C) and D)
F) A) and D)

Question 4

The closing of a routine request message should include ________.

Accepted Answer

The answer of The closing of a routine request message...

Question 5

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________ or ________.

Accepted Answer

The answer of A message sent by an HR manager...

Question 6

When writing condolences, you should ________.

Accepted Answer

A)   avoid recounting humorous anecdotes
B)   dwell on the details of the loss
C)   write as if you were speaking privately to the person
D)   never rely on reputation to write about the special qualities of the deceasedE) C) and D)
F) None of the above

Question 7

When writing positive letters you should close with ________.

Accepted Answer

A)   the good news
B)   a courteous expression of goodwill
C)   details of the request
D)   negative informationE) A) and D)
F) A) and B)

Question 8

Always include a thank you in advance as part of your goodwill closing.

Accepted Answer

A) True 
 B)False

Question 9

When making claims or requesting adjustments, you should open with a(n)  ________.

Accepted Answer

A)   apology for the inconvenience caused
B)   straightforward statement of the problem
C)   neutral buffer statement
D)   expression of your anger and frustrationE) A) and C)
F) A) and D)

Question 10

As an expert in business communication, you realize that the following line in the closing of Roza's message is not likely to be effective: "I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily." Which of the following statements would best replace these lines?

Accepted Answer

A)   Please resolve this issue at the earliest. Also, please keep in mind that I will no longer shop at Kian if this issue is not resolved satisfactorily.
B)   I would appreciate a complete refund of my money for this product or a voucher for the same amount. I have bought several pieces from Kian in the past and enjoy your modern and functional designs and excellent customer service.
C)   I did enjoy shopping at Kian and your modern and functional designs. However, whether or not I continue shopping from your stores depends on how you respond to my request.
D)   I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is now useless to me, don't you think that my request is only fair?E) A) and D)
F) None of the above

Question 11

When writing condolences, you should ________.

Accepted Answer

A)   avoid recounting humorous anecdotes
B)   dwell on the details of the loss
C)   quote poetic passages and use formal phrases
D)   write about special qualities of the deceasedE) A) and B)
F) C) and D)

Question 12

The body of a request for information should ________.

Accepted Answer

A)   include the full name and address of the person to whom the letter should be sent
B)   try to trigger the reader's memory of the relationship you had
C)   include an offer to pay for the service rendered
D)   contain a sincere apology for the trouble causedE) A) and C)
F) A) and B)

Question 13

When explaining and justifying your routine request in the body of your message, you should ________.

Accepted Answer

A)   address multiple topics in one question
B)   offer apologies for any inconvenience caused
C)   start with your most important request
D)   not assume that your audience will complyE) A) and B)
F) A) and C)

Question 14

The most common types of routine messages are asking for information or action, asking
for recommendations, and making claims and requesting adjustments.

Accepted Answer

A) True 
 B)False

Question 15

When stating your routine request upfront, you should ________.

Accepted Answer

A)   use the phrase "thank you in advance"
B)   first offer a justification for the request
C)   use a demanding tone to ensure compliance
D)   state precisely what you wantE) B) and C)
F) A) and B)

Question 16

When writing routine requests, you must not assume that your audience will comply with your request.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is TRUE about points to keep in mind when developing routine requests for recommendations?

Accepted Answer

A)   Use the indirect approach for requests for recommendations.
B)   Avoid stating why the recommendation is required.
C)   A straightforward request gets the job done with a minimum of fuss.
D)   Always offer to pay for the favour.E) None of the above
F) A) and D)

Question 18

Outline an effective strategy for writing routine replies and positive messages.

Accepted Answer

Readers receiving routine replies and po...

Question 19

You write to your college professor, asking her to vouch for your skills and abilities to a prospective employer. This is an example of a routine request asking for ________.

Accepted Answer

The answer of You write to your college professor, asking...

Question 20

It is a good idea to begin a routine request with a personal introduction. If the readers don't know who you are they are unlikely to comply.

Accepted Answer

A) True 
 B)False

Exam 7: Writing Routine and Positive Messages

When stating your routine request upfront, you should ________.

Correct Answer
verified

Which of the following is TRUE about points to keep in mind when developing routine requests for recommendations?

Correct Answer
verified

It is a good idea to begin a routine request with a personal introduction. If the readers don't know who you are they are unlikely to comply.

Correct Answer
verified

When explaining and justifying your routine request in the body of your message, you should ________.

Correct Answer
verified

When explaining and justifying your routine request in the body of your message, you should ________.

Correct Answer
verified

When writing positive letters you should close with ________.

Correct Answer
verified

Always include a thank you in advance as part of your goodwill closing.

Correct Answer
verified

Outline an effective strategy for writing routine replies and positive messages.

Correct Answer
verified
Readers receiving routine replies and po...
View Answer

You write to your college professor, asking her to vouch for your skills and abilities to a prospective employer. This is an example of a routine request asking for ________.

Correct Answer
verified

Which of the following is TRUE about sending goodwill messages?

Correct Answer
verified

When writing routine requests, you must not assume that your audience will comply with your request.

Correct Answer
verified

When writing condolences, you should ________.

Correct Answer
verified

The closing of a routine request message should include ________.

Correct Answer
verified

The body of a request for information should ________.

Correct Answer
verified

When making claims or requesting adjustments, you should open with a(n) ________.

Correct Answer
verified

The most common types of routine messages are asking for information or action, asking for recommendations, and making claims and requesting adjustments.

Correct Answer
verified

When writing condolences, you should ________.

Correct Answer
verified

Correct Answer
verified

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for or .

Correct Answer
verified

Correct Answer
verified

Exam 7: Writing Routine and Positive Messages

When stating your routine request upfront, you should ________.

Correct AnswerverifiedShow Answer

Which of the following is TRUE about points to keep in mind when developing routine requests for recommendations?

Correct AnswerverifiedShow Answer

It is a good idea to begin a routine request with a personal introduction. If the readers don't know who you are they are unlikely to comply.

Correct AnswerverifiedShow Answer

When explaining and justifying your routine request in the body of your message, you should ________.

Correct AnswerverifiedShow Answer

When explaining and justifying your routine request in the body of your message, you should ________.

Correct AnswerverifiedShow Answer

When writing positive letters you should close with ________.

Correct AnswerverifiedShow Answer

Always include a thank you in advance as part of your goodwill closing.

Correct AnswerverifiedShow Answer

Outline an effective strategy for writing routine replies and positive messages.

Correct AnswerverifiedReaders receiving routine replies and po...View AnswerShow Answer

You write to your college professor, asking her to vouch for your skills and abilities to a prospective employer. This is an example of a routine request asking for ________.

Correct AnswerverifiedShow Answer

Which of the following is TRUE about sending goodwill messages?

Correct AnswerverifiedShow Answer

When writing routine requests, you must not assume that your audience will comply with your request.

Correct AnswerverifiedShow Answer

When writing condolences, you should ________.

Correct AnswerverifiedShow Answer

The closing of a routine request message should include ________.

Correct AnswerverifiedShow Answer

The body of a request for information should ________.

Correct AnswerverifiedShow Answer

When making claims or requesting adjustments, you should open with a(n) ________.

Correct AnswerverifiedShow Answer

The most common types of routine messages are asking for information or action, asking for recommendations, and making claims and requesting adjustments.

Correct AnswerverifiedShow Answer

When writing condolences, you should ________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________ or ________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified
Readers receiving routine replies and po...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for or .

Correct Answer
verified

Correct Answer
verified