Business Communications Final Exam
Questions With Answers
most workplace messages
are positive or negative
______ are the preferred communication channel when a confidential and formal record of a
transaction is required for a business conducted outside and organization
letters
many business writers use the block style to format their letters. all of the following are
characteristics of block style except
double spacing of the entire letter
when you write messages that request information or action and you think your request will be
received positively, you should organize your presentation using the ______ strategy
direct
you should use all of the following tips when responding to customers online except
which of the following steps in this set of instructions is written in the imperative mood?
Salary expectations should be explained in the space provided in section 4
When you must write a message to identify or correct a wrong, the message is called a(n)
__________.
claim
brady is drafting a message about the substandard quality of his recently purchased fit bit. What
should he put in the opening?
a clear description of the desired action
what advice should you follow when making an online complaint?
focus only on the facts and support them
when writing an adjustment letter, you have three goals: rectify the wrong, regain confidence, and
______
promote future business and goodwill
most appropriate opening for an adjustment message granting a claim?
enclosed is authorization for you to take your smart phone to your local dealer for repair.
what advice should paul follow as he writes an adjustment message?
include information about a new product that might appeal to the reader
best advice for writing a goodwill message?
, deliver promptly
when are goodwill messages most effective?
short, focused, fresh, enthusiastic
most effective opening for a thank you note?
Thanks, Tanya, for contacting the customer for me yesterday while i met with the new sales manager
business letters are more formal than emails
true
business letters are more confidential than letters sent electronically
true
the most prominent parts of a message are the salutation and the complimentary closing
false
if you have a legit claim and expect a positive response from the company, begin the message by
providing details describing the desired action
fale
when writing a claim letter, be sure to enclose the original copies of pertinent documents such as
invoices adn sales recipts
false
most businesses make favorable adjustments to legit claims
true
"we are sorry for any inconvenience caused" is effective wording to include in an adjustment message
false
goodwill messages are often more difficult to write than other kinds of routine business documents
true
because goodwill messages are usually short, recipients do not need to respond to the sender
false
Barriers that create misunderstanding
bypassing, differing frames of reference, lack of language skills, distractions
Defining your business writing goals
purposeful, economical, audience oriented
Questions With Answers
most workplace messages
are positive or negative
______ are the preferred communication channel when a confidential and formal record of a
transaction is required for a business conducted outside and organization
letters
many business writers use the block style to format their letters. all of the following are
characteristics of block style except
double spacing of the entire letter
when you write messages that request information or action and you think your request will be
received positively, you should organize your presentation using the ______ strategy
direct
you should use all of the following tips when responding to customers online except
which of the following steps in this set of instructions is written in the imperative mood?
Salary expectations should be explained in the space provided in section 4
When you must write a message to identify or correct a wrong, the message is called a(n)
__________.
claim
brady is drafting a message about the substandard quality of his recently purchased fit bit. What
should he put in the opening?
a clear description of the desired action
what advice should you follow when making an online complaint?
focus only on the facts and support them
when writing an adjustment letter, you have three goals: rectify the wrong, regain confidence, and
______
promote future business and goodwill
most appropriate opening for an adjustment message granting a claim?
enclosed is authorization for you to take your smart phone to your local dealer for repair.
what advice should paul follow as he writes an adjustment message?
include information about a new product that might appeal to the reader
best advice for writing a goodwill message?
, deliver promptly
when are goodwill messages most effective?
short, focused, fresh, enthusiastic
most effective opening for a thank you note?
Thanks, Tanya, for contacting the customer for me yesterday while i met with the new sales manager
business letters are more formal than emails
true
business letters are more confidential than letters sent electronically
true
the most prominent parts of a message are the salutation and the complimentary closing
false
if you have a legit claim and expect a positive response from the company, begin the message by
providing details describing the desired action
fale
when writing a claim letter, be sure to enclose the original copies of pertinent documents such as
invoices adn sales recipts
false
most businesses make favorable adjustments to legit claims
true
"we are sorry for any inconvenience caused" is effective wording to include in an adjustment message
false
goodwill messages are often more difficult to write than other kinds of routine business documents
true
because goodwill messages are usually short, recipients do not need to respond to the sender
false
Barriers that create misunderstanding
bypassing, differing frames of reference, lack of language skills, distractions
Defining your business writing goals
purposeful, economical, audience oriented
