Question 1

When granting claims and requests for adjustment when your company is at fault,you should ________.

Accepted Answer

A)   specifically assign blame to someone in your organization by name
B)   follow up to verify that your response was correct
C)   start from the assumption that the information the customer provided is incorrect
D)   imply that the customer is at faultE) A) and B)
F) None of the above

Question 2

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) All of the above
F) None of the above

Question 3

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

Accepted Answer

The answer of When explaining and justifying your routine request...

Question 4

Good-news announcements are often communicated in a ________,a specialized document used to share relevant information with the news media.

Accepted Answer

A)   boilerplate
B)   manifesto
C)   newsfeed
D)   press releaseE) A) and C)
F) B) and C)

Question 5

What are the guidelines for creating informative messages?

Accepted Answer

All companies send routine informative m...

Question 6

When making claims or requesting adjustments,you should always maintain a professional ________.

Accepted Answer

The answer of When making claims or requesting adjustments,you should...

Question 7

The closing of a routine request message should include ________.

Accepted Answer

A)   a sincere apology for the inconvenience caused
B)   explanations and justifications for the request
C)   the phrase "thank you in advance" to ensure compliance
D)   a specific request that includes any relevant deadlinesE) A) and D)
F) A) and B)

Question 8

Sandra's new laptop is not running some key applications.She sends an email to the company's customer care centre explaining the problem.This is an example of a routine request for ________.

Accepted Answer

A)   making a claim
B)   information
C)   recommendations
D)   finalizing a decisionE) A) and B)
F) B) and C)

Question 9

Describe the advantages social media releases have over traditional news releases.

Accepted Answer

The social media release has several adv...

Question 10

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

Accepted Answer

A)   blame anyone in your organization by name
B)   go into the details of how you plan to resolve the situation
C)   start from the assumption that the information the customer provided is correct
D)   openly sympathize with the customer's situationE) A) and D)
F) C) and D)

Question 11

The body of a request for information should ________.

Accepted Answer

A)   try to trigger the reader's memory of the relationship you had
B)   include an offer to pay for the service rendered
C)   contain a sincere apology for the trouble caused
D)   list all the information the recipient would need in order to write the recommendationE) A) and D)
F) B) and C)

Question 12

Since informative messages are not solicited by the reader,state the purpose of the message only in the body of the message.

Accepted Answer

A) True 
 B)False

Question 13

When responding to a claim when your company is at fault,you should not take or assign personal responsibility for setting matters straight.

Accepted Answer

A) True 
 B)False

Question 14

Because good news is always welcome,you should ________.

Accepted Answer

A)   use the direct approach to state the good news right away
B)   include emotions to show that you feel positive about the news
C)   use the indirect approach to build up to the good news in the middle
D)   conclude with the good news so that the message ends on a positive noteE) None of the above
F) B) and C)

Exam 7: Writing Routine and Positive Messages

When granting claims and requests for adjustment when your company is at fault,you should ________.

Correct Answer
verified

Because good news is always welcome,you should ________.

Correct Answer
verified

When responding to a claim when your company is at fault,you should not take or assign personal responsibility for setting matters straight.

Correct Answer
verified

The body of a request for information should ________.

Correct Answer
verified

What are the guidelines for creating informative messages?

Correct Answer
verified
All companies send routine informative m...
View Answer

Describe the advantages social media releases have over traditional news releases.

Correct Answer
verified
The social media release has several adv...
View Answer

When writing condolences,you should ________.

Correct Answer
verified

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

Correct Answer
verified

Good-news announcements are often communicated in a ________,a specialized document used to share relevant information with the news media.

Correct Answer
verified

Sandra's new laptop is not running some key applications.She sends an email to the company's customer care centre explaining the problem.This is an example of a routine request for ________.

Correct Answer
verified

The closing of a routine request message should include ________.

Correct Answer
verified

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

Correct Answer
verified

Since informative messages are not solicited by the reader,state the purpose of the message only in the body of the message.

Correct Answer
verified

When making claims or requesting adjustments,you should always maintain a professional ________.

Correct Answer
verified

Exam 7: Writing Routine and Positive Messages

When granting claims and requests for adjustment when your company is at fault,you should ________.

Correct AnswerverifiedShow Answer

Because good news is always welcome,you should ________.

Correct AnswerverifiedShow Answer

When responding to a claim when your company is at fault,you should not take or assign personal responsibility for setting matters straight.

Correct AnswerverifiedShow Answer

The body of a request for information should ________.

Correct AnswerverifiedShow Answer

What are the guidelines for creating informative messages?

Correct AnswerverifiedAll companies send routine informative m...View AnswerShow Answer

Describe the advantages social media releases have over traditional news releases.

Correct AnswerverifiedThe social media release has several adv...View AnswerShow Answer

When writing condolences,you should ________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Good-news announcements are often communicated in a ________,a specialized document used to share relevant information with the news media.

Correct AnswerverifiedShow Answer

Sandra's new laptop is not running some key applications.She sends an email to the company's customer care centre explaining the problem.This is an example of a routine request for ________.

Correct AnswerverifiedShow Answer

The closing of a routine request message should include ________.

Correct AnswerverifiedShow Answer

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

Correct AnswerverifiedShow Answer

Since informative messages are not solicited by the reader,state the purpose of the message only in the body of the message.

Correct AnswerverifiedShow Answer

When making claims or requesting adjustments,you should always maintain a professional ________.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
All companies send routine informative m...
View Answer

Correct Answer
verified
The social media release has several adv...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified