lOMoARcPSD|3724981

Sample/practice exam 2 April 2017, questions and answers

Business communications (University of Nottingham)

StuDocu is not sponsored or endorsed by any college or university

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)
 lOMoARcPSD|3724981

Name Chapter 8--Positive Letters and Messages

Description
Instructions Modify

Add Question Here

Question 1 Multiple Choice 0 points Modify Remove

Question
Letters are a primary channel of communication for delivering messages
Answer inside an organization.
outside an organization.
inside and outside an organization.
that need to reach the recipient immediately.
Add Question Here

Question 2 Multiple Choice 0 points Modify Remove

Question
A company's most important letters are written to
Answer the government.
customers.
other businesses.
suppliers.
Add Question Here

Question 3 Multiple Choice 0 points Modify Remove

Question
For which of the following situations would a letter be more appropriate than an e-mail message?
Answer Requesting information about a product
Replying to a customer's e-mail asking about available shipping methods
Thanking your boss for a birthday gift she gave you
Telling all employees how to purchase parking permits
Add Question Here

Question 4 Multiple Choice 0 points Modify Remove

Question
Business letters are preferred over e-mail messages when
Answer a permanent record is required.
confidentiality is paramount.
formality and sensitivity are essential.
all of the above occur.
Add Question Here

Question 5 Multiple Choice 0 points Modify Remove

Question
Caroline is writing a recommendation for one of her former employees. What is the best communication channel for
Caroline to use to send this message to a potential employer?
Answer E-mail
Fax
Bound report
Letter
Add Question Here

Question 6 Multiple Choice 0 points Modify Remove

Question
What is the best communication channel to use when a persuasive, well-considered message is required?
Answer E-mail
Letter
Memo
Fax
Add Question Here

Question 7 Multiple Choice 0 points Modify Remove

Question
Luke is writing a letter to a local company to ask about internship opportunities. What should he do first?
Answer Prepare the rough draft.
Look up the company's address.
Decide how he will encourage feedback.
Analyze the purpose of the letter and the reader.
Add Question Here

Question 8 Multiple Choice 0 points Modify Remove

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

Question
Danielle is about to begin the second phase of the 3--3 writing process as she works on a letter to her clients. What
will she do first in this phase?
Answer Analyze the purpose of her letter.
Collect any necessary information.
Proofread her first draft.
Compose the letter.
Add Question Here

Question 9 Multiple Choice 0 points Modify Remove

Question
Jeremy is working on a business letter and is in the third phase of the 3--3 writing process. He has already revised his
letter for clarity and has proofread the letter for correctness. What is left in this phase for Jeremy to do?
Answer Decide on the letter's organization.
Prepare a cluster diagram.
Evaluate the effectiveness of the letter from the reader's standpoint.
Check for typos.
Add Question Here

Question 10 Multiple Choice 0 points Modify Remove

Question
Kathryn booked a hotel through a local travel agency. Her accommodations were not as the agent described. Although
she stayed in the hotel, she was very unhappy and feels that the agent is at fault. The best way for Kathryn to
communicate her unhappiness with the accommodations would be to
Answer write a memo to the travel agent who booked her hotel.
send an e-mail message to the travel agent who booked her hotel.
telephone the Better Business Bureau to make a complaint about the travel agency.
write a letter to the travel agent who booked her hotel.
Add Question Here

Question 11 Multiple Choice 0 points Modify Remove

Question
Correspondence for everyday business transactions consists mainly of
Answer routine requests and responses.
persuasive requests.
goodwill messages.
claims and complaints.
Add Question Here

Question 12 Multiple Choice 0 points Modify Remove

Question
Routine business letters should be written using
Answer the indirect strategy.
persuasive techniques.
the direct strategy.
pretty, scented stationery.
Add Question Here

Question 13 Multiple Choice 0 points Modify Remove

Question
The purpose of a routine business letter should be placed in
Answer the body.
the opening.
an attachment.
the closing.
Add Question Here

Question 14 Multiple Choice 0 points Modify Remove

Question
Which of the following is the best example of frontloading an information request message?
Answer I am writing this letter to ask for information about some of your products.
Our manager recently gave his staff approval to purchase new office printers.
Hi, my name is Charlie Shi, and I have been asked to write to you directly.
Please answer the following questions about your office printers.
Add Question Here

Question 15 Multiple Choice 0 points Modify Remove

Question
The best business writers do what in the opening paragraph of a routine business letter?
Answer
Identify themselves by name and title.

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

State immediately why they are writing.

Tell a story about the background of the situation.
Greet the reader warmly by asking how he or she is doing.
Add Question Here

Question 16 Multiple Choice 0 points Modify Remove

Question
The body of a routine business letter should
Answer present details that explain your request or response.
request action from the reader.
give any deadline dates.
reveal for the first time why you are writing.
Add Question Here

Question 17 Multiple Choice 0 points Modify Remove

Question
You must ask a series of questions in a routine request letter. What is the best way to present these questions?
Answer In a paragraph in the body of your letter
In a separate attached document
In a bulleted or numbered list in the body of your letter
In the closing paragraph of your letter so that they're not overlooked
Add Question Here

Question 18 Multiple Choice 0 points Modify Remove

Question
What is the best advice for writing the body of a routine business letter?
Answer Avoid using graphic devices such as lists or headings because they might confuse the reader.
Remember that the biggest problem in business writing is poor organization.
Make sure that the body is no longer than one paragraph.
Use the reader's name several times in the body to personalize your letter.
Add Question Here

Question 19 Multiple Choice 0 points Modify Remove

Question
Where should deadlines and action information be placed in a routine business letter?
Answer In the introduction
In the body
In the closing
In a P.S. to the letter
Add Question Here

Question 20 Multiple Choice 0 points Modify Remove

Question
Three characteristics distinguish good business letters. Which of the following is not one of those characteristics?
Answer Clear content
High-quality letterhead stationery
Correct form
A tone of goodwill
Add Question Here

Question 21 Multiple Choice 0 points Modify Remove

Question
Enrique is writing a letter to apply for a job and wants to make sure that his content is clear. What should he do?
Answer Use the passive voice.
Use short sentences and paragraphs.
Use high-level vocabulary that will impress the prospective employer.
"Dumb" down his remarks.
Add Question Here

Question 22 Multiple Choice 0 points Modify Remove

Question
Tatiana is writing a letter to a local nonprofit agency and wants to make sure that the letter will build goodwill with the
organization. What should Tatiana do to achieve a goodwill tone in her letter?
Answer Use popular slang and jargon to make the letter sound more down-to-earth.
Format the letter professionally and attractively.
Present the message from the reader's point of view.
Enclose a few dollar bills.
Add Question Here

Question 23 Multiple Choice 0 points Modify Remove

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

Question
Which of the following statements best demonstrates a goodwill tone?
Answer We are looking for an applicant who has earned his degree from an Ivy League school.
We don't have any positions available for someone like you.
We are excited to announce an available position in our Finance Department.
Your application for the financial analyst position has been reviewed.
Add Question Here

Question 24 Multiple Choice 0 points Modify Remove

Question
Royce wants to make sure that a letter he is sending to a client is properly formatted. What should he do?
Answer Use even (justified) right and left margins for a professional look.
Use block style or another accepted business letter format.
Place the letter as close to the top of the page as possible, no matter its length.
All of the above.
Add Question Here

Question 25 Multiple Choice 0 points Modify Remove

Question
Which statement about formatting business letters is most accurate?
Answer The format of a business letter is not important; it is the content of the letter that matters.
Block style means that a business letter contains justified (even) right and left margins.
A carefully formatted letter reflects the writer's carefulness and experience.
A justified right margin improves the readability of a business letter.
Add Question Here

Question 26 Multiple Choice 0 points Modify Remove

Question
What should you do first before starting to write a routine letter that requests information?
Answer Choose the font style and letter format you will use.
Call the reader to verify his or her address.
Consider its costs in terms of your time and workload.
Make sure your printer has enough toner.
Add Question Here

Question 27 Multiple Choice 0 points Modify Remove

Question
Which of the following is a command disguised as a polite request?
Answer I need your sales data by tomorrow.
Will you please send my order by USPS Priority Mail.
Can you meet this month's deadline?
Bring a copy of the report to today's meeting.
Add Question Here

Question 28 Multiple Choice 0 points Modify Remove

Question
Magdalena is writing a letter to a company to ask about its software for removing malware (malicious software) from
her company's network. Which is the best opening statement for her letter?
Answer I read about your new malware removal program on TechnologyReview.com.
Our company has recently become the victim of malware, and I have been assigned to do something
about it.
Please answer the following questions about your new malware removal program.
I am hoping you will be able to provide more information about one of your new products.
Add Question Here

Question 29 Multiple Choice 0 points Modify Remove

Question
Which question will elicit the most information when asked in a letter requesting information and action?
Answer What brands and models of smart phones do you recommend?
Do you carry the new Nokia line of smart phones?
What do you charge for shipping?
Do you offer a warranty with a smart phone purchase?
Add Question Here

Question 30 Multiple Choice 0 points Modify Remove

Question
Which of the following is the best closing sentence for a letter requesting information?
Answer
Thank you in advance for your cooperation.
Your answers to these questions by May 31 will help us decide which product to purchase.

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

Thank you.
If you have any questions, please do not hesitate to call me.
Add Question Here

Question 31 Multiple Choice 0 points Modify Remove

Question
Denzel is writing a letter asking for information and wants so show appreciation to his reader in the closing. Which of
the following statements best shows his appreciation?
Answer Thank you for your cooperation.
I appreciate this information because it will allow me to make an effective decision about which plan to
choose.
Thank you in advance for all you have done for me.
All of the above are effective for showing appreciation.
Add Question Here

Question 32 Multiple Choice 0 points Modify Remove

Question
Which of the following is the best example of a situation justifying a straightforward claim?
Answer The transmission in your car gave out within the warranty period.
A shipment arrived two weeks after it was promised.
Your credit card was billed twice for a purchase you made.
All of the above are examples of straightforward claims.
Add Question Here

Question 33 Multiple Choice 0 points Modify Remove

Question
Which of the following statements about straightforward claims is most accurate?
Answer Written claims are taken more seriously than claims made by phone.
Straightforward claims require persuasion.
When you have a straightforward claim, your first step should always be to write a claim letter.
Straightforward claims should be written using the indirect pattern.
Add Question Here

Question 34 Multiple Choice 0 points Modify Remove

Question
The opening of a straightforward claim letter should
Answer explain the problem in detail and justify your request.
use an angry tone to show the reader that you are serious.
open with a clear statement of the problem or with the action you want the receiver to take.
remain vague so that the reader can decide on a remedy for the problem.
Add Question Here

Question 35 Multiple Choice 0 points Modify Remove

Question
Which of the following is the best opening for a straightforward claim letter?
Answer I have been a loyal customer of Tommaso's for many years.
Please credit my Visa account for $20, the amount I was overcharged on March 12.
I was extremely disappointed to be overcharged on my dinner bill.
All of the above are effective openings for a routine claim letter.
Add Question Here

Question 36 Multiple Choice 0 points Modify Remove

Question
What should you do in the body of a straightforward claim letter?
Answer Mention that you have enclosed copies of all pertinent documents.
Show that you are angry about the situation so that you will be taken seriously.
Mention the name of the person who is to blame for the problem.
All of the above should be included in the body of a straightforward claim letter.
Add Question Here

Question 37 Multiple Choice 0 points Modify Remove

Question
Which of the following is the best closing for a straightforward claim letter?
Answer Thank you in advance for your consideration in this matter.
Please credit $20 to my account by March 31, when my next billing cycle begins.
If I don't get a refund by March 31, I will contact my attorney.
I look forward to having this adjustment made as soon as possible.
Add Question Here

Question 38 Multiple Choice 0 points Modify Remove

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

Question
Which of the following is the most effective subject line for a direct reply letter?
Answer This is a reply to your June 5 letter.
Reply to Your Letter
Your June 5 Inquiry About Venice Travel Packages
URGENT!!
Add Question Here

Question 39 Multiple Choice 0 points Modify Remove

Question
Which of the following is the best opening sentence for a direct reply letter?
Answer Here are the answers to the questions you asked about our storage products.
Thank you for your letter of September 19.
We look forward to helping you with all of your storage needs.
Your letter of September 19 was referred to me.
Add Question Here

Question 40 Multiple Choice 0 points Modify Remove

Question
What is the least accurate statement about direct reply letters?
Answer A reply letter written on company stationery is a legally binding contract.
In addition to supplying answers, a reply letter should promote your organization and products.
If your message contains mostly good news but also has some negative elements, use the indirect
organizational pattern.
Use the subject line of a reply letter to refer to an earlier correspondence so that you can omit this reference
in the opening of your letter.
Add Question Here

Question 41 Multiple Choice 0 points Modify Remove

Question
Which of the following is not a goal in writing adjustment letters?
Answer To rectify a wrong, if one exists
To regain the confidence of the customer
To avoid future correspondence with the customer
To promote future business
Add Question Here

Question 42 Multiple Choice 0 points Modify Remove

Question
Which of the following is the best opening for an adjustment letter?
Answer We appreciate your letter of October 30 wherein you let us know what happened while dining with us last
month.
We have credited your account for $123 as refund for your dining bill.
We are so sorry that you had a bad experience while dining with us last month.
Although we generally don't offer refunds, we're willing to make an exception in this case.
Add Question Here

Question 43 Multiple Choice 0 points Modify Remove

Question
What should you do in the body of an adjustment letter?
Answer Explain who specifically is to blame for the problem.
Explain how you are complying with the claim.
Promise the customer that the problem will never happen again.
Apologize profusely.
Add Question Here

Question 44 Multiple Choice 0 points Modify Remove

Question
Which of the following is the best closing for an adjustment letter?
Answer We apologize for any inconvenience this has caused.
We are deeply sorry for this unfortunate event.
We hope that this refund check proves our commitment to providing excellent customer service.
If you have any questions, please do not hesitate to call.
Add Question Here

Question 45 Multiple Choice 0 points Modify Remove

Question
What is the most accurate statement about goodwill messages?
Answer
Goodwill messages are obsolete in today's fast-paced society.
You'll make a better impression by giving a ready-made card than by writing your own message.

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

Goodwill messages carry the hidden message that you care.

Most communicators find it easier to write goodwill messages than other types of business documents.
Add Question Here

Question 46 Multiple Choice 0 points Modify Remove

Question
The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?
Answer Specific
Self-serving
Spontaneous
Short
Add Question Here

Question 47 Multiple Choice 0 points Modify Remove

Question
Which of the following is the best statement to include in a goodwill message?
Answer You must be so excited. I remember how I felt when I finally earned my master's degree.
Thank you for the wonderful birthday gift.
Good luck in the future.
We are so sorry, Sonia, to learn of the loss of your husband Gary.
Add Question Here

Question 48 Multiple Choice 0 points Modify Remove

Question
When thanking someone for a gift, you should cover three points. Which of the following is not one of these points?
Answer Describe how you're not worthy of such a gift.
Identify the gift.
Explain how you will use it.
Tell why you appreciate it.
Correct Feedback a-d:
Incorrect Feedback a-d:
Add Question Here

Question 49 Multiple Choice 0 points Modify Remove

Question
Most international business letters
Answer tend to be written in an informal, conversational manner.
should be written following generally accepted principles for writing American business letters.
use active-voice constructions.
should conform to the conventions of the receiver's country.
Add Question Here

Question 50 Multiple Choice 0 points Modify Remove

Question
Which of the following statements about formatting international business messages is most accurate?
Answer The placement and arrangement of letter addresses and closing lines in business letters are the same
worldwide.
For clarity, dates should be expressed in figure format.
If a letter is important, have someone familiar with local customs read and revise it.
Business letters worldwide are typewritten and single-spaced.
Add Question Here

Question 51 True/False 0 points Modify Remove

Question
Business letters are preferred over e-mail when a permanent record is required, when formality is necessary, and when
a message is sensitive and requires an organized, well-considered presentation.
Answer True
False

Add Question Here

Question 52 True/False 0 points Modify Remove

Question
When a business communicator must be persuasive and can't do it in person, a business letter is more effective than
other communication channels.
Answer True
False

Add Question Here

Question 53 True/False 0 points Modify Remove

Question
E-mail marketing has made direct-mail letters obsolete.

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

Answer True
False

Add Question Here

Question 54 True/False 0 points Modify Remove

Question
Most routine letters should be organized using the indirect strategy.
Answer True
False

Add Question Here

Question 55 True/False 0 points Modify Remove

Question
The everyday transactions of a business often require the writer to use special techniques to be convincing, to soften
bad news, or to be tactful.
Answer True
False

Add Question Here

Question 56 True/False 0 points Modify Remove

Question
Our company will be holding an employee retreat early next year is an example of frontloading in a letter to a hotel
requesting information about accommodations.
Answer True
False

Add Question Here

Question 57 True/False 0 points Modify Remove

Question
Numbered or bulleted lists, headings, columns, bolding, and italics are all examples of graphic devices that can be used
to highlight details in a letter.
Answer True
False

Add Question Here

Question 58 True/False 0 points Modify Remove

Question
Most business letters are better if they start with the action desired or the main idea.
Answer True
False

Add Question Here

Question 59 True/False 0 points Modify Remove

Question
Action information, including deadline dates, should be placed in the body of a business letter.
Answer True
False

Add Question Here

Question 60 True/False 0 points Modify Remove

Question
Clear business letters answer all the reader's questions or concerns so that no further correspondence is necessary.
Answer True
False

Add Question Here

Question 61 True/False 0 points Modify Remove

Question
Using the "you" view is one way to build goodwill in business letters.
Answer True
False

Add Question Here

Question 62 True/False 0 points Modify Remove

Question
A popular business letter format is block style.
Answer True
False

Add Question Here

Question 63 True/False 0 points Modify Remove

Question
If you can get the information you need on your own, don't write a business letter asking for it.
Answer True

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

False

Add Question Here

Question 64 True/False 0 points Modify Remove

Question
Polite requests, such as Will you please send a catalog, require a question mark.
Answer True
False

Add Question Here

Question 65 True/False 0 points Modify Remove

Question
To elicit the most information about a product, use questions such as Do you carry the Motorola Razr V3 cell phone?
Answer True
False

Add Question Here

Question 66 True/False 0 points Modify Remove

Question
Please provide answers to these questions by August 15 so that we can make a decision before our next fiscal year
begins is an effective closing for a letter requesting action.
Answer True
False

Add Question Here

Question 67 True/False 0 points Modify Remove

Question
Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.
Answer True
False

Add Question Here

Question 68 True/False 0 points Modify Remove

Question
Straightforward claims are those to which you expect the receiver to agree readily.
Answer True
False

Add Question Here

Question 69 True/False 0 points Modify Remove

Question
A phone call is usually taken more seriously than a written claim letter because it represents a personal communication.
Answer True
False

Add Question Here

Question 70 True/False 0 points Modify Remove

Question
Typically, when you have a legitimate claim, you can expect a positive response from a company.
Answer True
False

Add Question Here

Question 71 True/False 0 points Modify Remove

Question
Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your
emotions..
Answer True
False

Add Question Here

Question 72 True/False 0 points Modify Remove

Question
Delay in writing a claim letter makes the claim appear less important to the receiver.
Answer True
False

Add Question Here

Question 73 True/False 0 points Modify Remove

Question
Subject lines are used in e-mail messages and memos but never in letters.
Answer True
False

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

Add Question Here

Question 74 True/False 0 points Modify Remove

Question
An effective opener for a letter replying to a customer's request might be Your letter of September 13, in which you
request information about our new line of digital cameras, was forwarded to me.
Answer True
False

Add Question Here

Question 75 True/False 0 points Modify Remove

Question
When answering several of a customer's questions in a letter, consider using lists or other graphic devices.
Answer True
False

Add Question Here

Question 76 True/False 0 points Modify Remove

Question
When replying to a customer's request for information, supply the answers only. Promoting your organization and
products might appear to be pushy to the reader.
Answer True
False

Add Question Here

Question 77 True/False 0 points Modify Remove

Question
When writing a letter that contains mostly good news but may have some negative elements, use the direct approach.
Answer True
False

Add Question Here

Question 78 True/False 0 points Modify Remove

Question
A letter granting an adjustment or a claim should be arranged using the indirect pattern.
Answer True
False

Add Question Here

Question 79 True/False 0 points Modify Remove

Question
One reason for granting adjustments is to satisfy customers and retain their business.
Answer True
False

Add Question Here

Question 80 True/False 0 points Modify Remove

Question
A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we
have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows
generosity.
Answer True
False

Add Question Here

Question 81 True/False 0 points Modify Remove

Question
If you choose to apologize, the apology should be placed in the closing of an adjustment letter.
Answer True
False

Add Question Here

Question 82 True/False 0 points Modify Remove

Question
Using words such as regret, inconvenience, and misunderstanding in an adjustment letter shows the reader that you
care.
Answer True
False

Add Question Here

Question 83 True/False 0 points Modify Remove

Question
Resale information should never be included in an adjustment letter.
Answer True

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

False

Add Question Here

Question 84 True/False 0 points Modify Remove

Question
Writing goodwill messages--such as thank-you notes and condolence messages--is usually easier than writing other
types of routine business documents.
Answer True
False

Add Question Here

Question 85 True/False 0 points Modify Remove

Question
Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.
Answer True
False

Add Question Here

Question 86 True/False 0 points Modify Remove

Question
An effective goodwill message is Your presentation to the board about various funding options was well-researched
and informative.
Answer True
False

Add Question Here

Question 87 True/False 0 points Modify Remove

Question
Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to
extend my congratulations.
Answer True
False

Add Question Here

Question 88 True/False 0 points Modify Remove

Question
Thank you for your letter congratulating me on my recent promotion to section supervisor; it was really nothing is an
appropriate response to a letter congratulating an individual.
Answer True
False

Add Question Here

Question 89 True/False 0 points Modify Remove

Question
When writing foreign business letters, use figures to express months and years such as 06/09/10 because figures are
concise and easily recognized.
Answer True
False

Add Question Here

Question 90 True/False 0 points Modify Remove

Question
Businesspeople in all countries appreciate efficiency, straightforwardness, and conciseness in business letters.
Answer True
False

Add Question Here

Question 91 Fill in the Blank 0 points Modify Remove

Question
Business ____________________ are important when a permanent record is required, when formality is necessary, and
when a message is sensitive and requires an organized, well-considered presentation.
Answer letters
Add Question Here

Question 92 Fill in the Blank 0 points Modify Remove

Question
You should use the ____________________ strategy for positive, everyday messages.
Answer direct
Add Question Here

Question 93 Fill in the Blank 0 points Modify Remove

Question
Numbered or bulleted lists, headings, columns, or boldface or italic type, also called ____________________
highlighting, can be used to highlight details in the body of a business letter.
Answer graphic

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

Add Question Here

Question 94 Fill in the Blank 0 points Modify Remove

Question
Action information and deadlines belong in the ____________________ of a business letter.
Answer closing
Add Question Here

Question 95 Fill in the Blank 0 points Modify Remove

Question
Characteristics of good business letters include clear content, goodwill tone, and correct ____________________.
Answer form
format
Add Question Here

Question 96 Fill in the Blank 0 points Modify Remove

Question
____________________-style letters are formatted with all parts of the letter--dateline, inside address, body, and so on-
-set flush left.
Answer Block
Add Question Here

Question 97 Fill in the Blank 0 points Modify Remove

Question
Some routine messages open with a(n) ____________________ command, such as Will you please answer the
following questions about your new line of computer products.
Answer polite
Add Question Here

Question 98 Fill in the Blank 0 points Modify Remove

Question
The closing of a direct request that requires action may include an end ____________________ so that the reader
knows when an action is required.
Answer date
Add Question Here

Question 99 Fill in the Blank 0 points Modify Remove

Question
____________________ letters are written by customers to identify or correct a problem with products or services they
have purchased.
Answer Claim
Add Question Here

Question 100 Fill in the Blank 0 points Modify Remove

Question
____________________ claims are those to which you expect the receiver to agree readily and are written using the
direct organizational pattern.
Answer Straightforward
Add Question Here

Question 101 Fill in the Blank 0 points Modify Remove

Question
Knowledgeable business communicators use a(n) ____________________ line in a direct reply letter to refer to earlier
correspondence so that in the first sentence they are free to emphasize the main idea.
Answer subject
Add Question Here

Question 102 Fill in the Blank 0 points Modify Remove

Question
The ____________________ pattern should be used for messages that are mostly good news but may have some
negative elements.
Answer direct
Add Question Here

Question 103 Fill in the Blank 0 points Modify Remove

Question
When a company receives a claim and decides to respond favorably, the letter is called a(n) ____________________
letter.
Answer adjustment
Add Question Here

Question 104 Fill in the Blank 0 points Modify Remove

Question
Adjustment letters that grant customers' claims should be written using the ____________________ organizational
pattern.
Answer direct
Add Question Here

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

Question 105 Fill in the Blank 0 points Modify Remove

Question
Deciding whether to ____________________ to a customer in an adjustment letter is a debatable issue. Some attorneys
discourage doing so, but many customers appreciate it.
Answer apologize
Add Question Here

Question 106 Fill in the Blank 0 points Modify Remove

Question
____________________ messages are those that express thanks, congratulations, recognition, or sympathy.
Answer Goodwill
Add Question Here

Question 107 Fill in the Blank 0 points Modify Remove

Question
Goodwill messages should be selfless, specific, sincere, spontaneous, and ____________________.
Answer short
Add Question Here

Question 108 Fill in the Blank 0 points Modify Remove

Question
____________________-you notes should be written for favors, gifts, and hospitality.
Answer Thank
Add Question Here

Question 109 Fill in the Blank 0 points Modify Remove

Question
____________________ notes should refer to a death or misfortune sensitively and offer assistance without going into
excessive detail.
Answer Sympathy
Add Question Here

Question 110 Fill in the Blank 0 points Modify Remove

Question
Letters going to individuals in other parts of the world, such as Japan and Europe, should probably use a more
____________________ tone than letters written for American businesspeople.
Answer formal
Add Question Here

Question 111 Essay 0 points Modify Remove

Question
Although e-mail is incredibly successful for both internal and external communication, many important messages still
call for letters. Business letters are necessary in four situations. List and give a work-related example of each of these
situations.
Answer Student answers will vary:

a. When a permanent record is needed. For example, when a company enters into an agreement with another company,
business letters introduce the agreement and record decisions and points of understanding.
b. When information is confidential. For example, when you must send a letter of recommendation that may contain
confidential information, a business letter is preferred over other channels.
c. When formality or sensitivity is required. For example, when you have to deliver bad news to a client, business letters
carry the nonverbal message that the writer considered the message to be significant.
d. When a persuasive, well-considered message is needed. For example, direct mail letters remain a powerful tool to
promote services and products to customers and potential customers.
Add Question Here

Question 112 Essay 0 points Modify Remove

Question
Good business letters share three primary characteristics. List and briefly describe these characteristics; then provide
three techniques for achieving each characteristic.
Answer
Student answers will vary.

Clear Content: A good business letter should be understood by the reader. Techniques to achieve clarity
include:
a. Divide letter into short paragraphs.
b. Use short sentences.
c. Use clear transitional expressions.
d. Use familiar words.
e. Use the active voice.
f. In reply letters answer all the reader's questions or concerns so that further correspondence is unnecessary.

Goodwill Tone: Good letters build goodwill. Goodwill is a positive feeling the reader has toward an individual
or an organization. Techniques to achieve goodwill include:
a. Present the message from the reader's perspective.
b. Use the "you" view.
c. Point out reader benefits.
d. Be sensitive to words that might suggest gender, racial, age, or disability bias.
e. Frame your ideas positively.

Correct Form: A business letter conveys silent messages beyond that of its printed words. The letter's
appearance and format reflect the writer's carefulness and experience. Techniques to achieve good form

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)

 lOMoARcPSD|3724981

include:
a. Select an appropriate format, such as block style.
b. Center the letter on the page framed by white space.
c. Use ragged right margins.
Add Question Here

Question 113 Essay 0 points Modify Remove

Question
Your company was charged twice last month for its rent. This amount is automatically deducted from your company's
checking account, and you just noticed the double entry for June. You must write a claim letter to your landlord asking
for a refund of $2,000. Write a clear, concise claim letter. Because you expect your landlord to agree readily, use the
direct strategy. Omit the letter address, salutation, and complimentary close.
Answer Student answers will vary.

Please issue a refund check for $2,000, which is the amount our company was overcharged for our rent in
June 2008.

Our rent is automatically deducted from our checking account each month (Account No. xxxxxxxxx). In June
the $2,000 amount was deducted twice. Enclosed is a copy of our June bank statement with the double entry
highlighted.

Please issue the refund check by July 20 so that we can deposit it before our next rent payment is due.
Add Question Here

Question 114 Essay 0 points Modify Remove

Question
You are a landlord for an office building. You just received a claim letter from a tenant asking for a refund of $2,000
for extra rent that was paid in June. You check your records and find out that the June rent was deducted twice from the
tenant's bank account. You think this must have been a bank error, but the double amount was transferred to your bank
account. Write an adjustment letter to the tenant, and enclose a refund check. Omit the letter address, salutation, and
complimentary close
Answer Student answers will vary.

Enclosed is a check for $2,000 as refund for the double rent you paid in June 2008.

Our research shows that the automatic deduction for your rent was accidentally processed twice last month,
and we have communicated with the bank to make sure that this doesn't happen again.

You were most helpful in informing us of this situation and permitting us to correct it.
Add Question Here

Question 115 Essay 0 points Modify Remove

Question
Goodwill messages are used in business to express thanks, recognition, and sympathy. Explain why these messages are
valuable in the workplace and the five Ss that apply when writing them. Then describe three work-related scenarios
where it would be appropriate to send each of these types of messages.
Answer Student answers will vary.

Goodwill messages are important in the workplace because they make the receiver feel good. Goodwill
message show that you care and that you consider an event to be important. The five Ss to remember when
writing goodwill messages include:
a. Selfless: Be sure to focus the message solely on the receiver not the sender.
b. Specific: Personalize the message by mentioning specific incidents or characteristics of the receiver.
c. Sincere: Let your words show genuine feelings. Use conversational language in your written message. Avoid
pretentious, formal, or flowery language.
d. Spontaneous: Keep the message fresh and enthusiastic. Avoid canned phrases. Strive for directness and naturalness,
not creative brilliance.
e. Short: Although goodwill messages can be as long as needed, try to accomplish your purpose in only a few
sentences.

Scenarios in which each type of message would be appropriate include the following:

A thank-you note can be written to thank someone for:

a. Giving you a gift.
b. Treating you to lunch or dinner.
c. Hosting a party or other event.
d. Helping you on a project.
e. Doing a great job.

A congratulations note can be written to recognize someone for:

a. Getting married.
b. Having a baby.
c. Graduating from college.
d. Retiring.
e. Landing a big account.
f. Getting a promotion.
g. Completing a successful project.

A sympathy note can be written when:

a. A coworker's spouse or other loved one dies.
b. A coworker becomes ill or injured.
c. A coworker dies (message sent to family).
d. A coworker has a love one who is ill or injured.
Add Question Here

Downloaded by bushra ilyas (bushra.ilyas253@gmail.com)