Professional Documents
Culture Documents
4. Which of the following is not one of the most frequently used communication channels in businesses today?
a. Letters
b. Memos
c. E-mails
d. Tweets
ANSWER: d
RATIONALE: E-mails, memos, and letters are the most frequently used communication channels used in
businesses.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 156
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
5. Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?
a. Businesses use memos to deliver positive messages internally and externally, but they use formal business
letters to deliver negative messages.
b. E-mail delivers most internal communication, hard-copy memos deliver most external communication, and
letters communicate only legal issues.
c. Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication
for delivering messages outside an organization.
d. Businesses today use e-mail, memos, and letters interchangeably for all audiences, purposes, and messages.
ANSWER: c
RATIONALE: Although e-mail is the No. 1 communication channel, businesses continue to rely on letters
for certain messages outside an organization.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: pp. 156-157
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Comprehension
6. Although e-mail is successful for both internal and external communication, you should still use letters when
a. you need immediate feedback.
b. the message must reach your reader very quickly.
c. formality and sensitivity are essential.
d. you have too little time to proofread.
ANSWER: c
RATIONALE: You should write a business letter when formality and sensitivity are essential. Other reasons
for writing letters include the need for a permanent record; the need for confidentiality; and
the need for a persuasive, well-organized presentation.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 157
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
7. In which of the following situations should you send a letter instead of an e-mail message?
a. You are planning a sales team meeting.
b. You are asking leading members of the community to contribute to a fundraising event to improve local parks.
c. You are inviting employees to the annual sales seminar.
d. You are reminding employees of Friday's divisional meetings.
ANSWER: b
RATIONALE: You should write a letter to ask members of the community to contribute to a fundraising
effort to improve the local parks because you are delivering a persuasive message. You could
deliver all other messages effectively via e-mail.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 157
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Comprehension
9. In the popular block letter format, which of the following guidelines apply?
a. Use ragged, unjustified right margins.
b. Use fully justified margins on all sides and center the body of the letter on the page.
c. Start the sender's address, the dateline, and the complimentary close at the midpoint; align all other letter parts
at the left margin.
d. Double-space all content to improve readability.
ANSWER: a
RATIONALE: In full-block style, the parts of a letter (dateline, inside address, body, and so on) are set flush
left on the page. The letter is arranged on the page so that it is centered and framed by white
space with margins of 1 to 1 1/2 inches. Set lines with left justification and ragged right
margins.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: pp. 157-158
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.01 - DISC.ESBC.GULO.16.04.01
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
10. When business writers request information or action that will likely be received positively, they should frontload their
messages, which requires
a. including an attachment.
b. proofreading only the beginning of a letter.
c. including a salutation or greeting.
d. putting the most significant statement first.
ANSWER: d
RATIONALE: When business writers request information or action that will likely be received positively,
they should "frontload" their messages, which means putting the most significant statement
first.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 159
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
11. Which of the following is an effective opening for a routine request message?
a. Please answer the following questions about your Web services.
b. My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
c. I recently read an article about your firm in the local newspaper.
d. Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area.
ANSWER: a
RATIONALE: Only "Please answer the following questions about your Web services" specifies the reason
that you are writing and is an appropriate, direct opening for your routine request.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 159
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Application
12. Which part(s) of your messages are readers likely to find most interesting and read first?
a. Footnote
b. Opening and closing
c. Middle paragraphs of justification and explanation
d. Salutation
ANSWER: b
RATIONALE: The most emphatic positions are the openings and closings. Readers tend to look at them
first.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 159
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
13. Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las
Vegas. She has lots of questions and decides to write a routine informational message. How should she present these
questions in her message?
a. As a separate enclosure
b. In a bulleted or numbered list in the body of her message
c. In paragraph form in the body of her message
d. In a follow-up e-mail
ANSWER: b
RATIONALE: The best way to present a series of questions is in a numbered or bulleted list in the body of
the message. Courtney should also be certain that the list is presented in parallel structure.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 159
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Application
15. End dates and specific actions in a routine request message should be placed in the
a. introduction.
b. body.
c. closing.
d. enclosure notation.
ANSWER: c
RATIONALE: Use the final paragraph to ask for specific action, to set an end date if appropriate, and to
express appreciation. Readers look for action information in your closing paragraph.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 159
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
16. Which of the following would be the most effective closing statement in a routine action request message?
a. Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.
b. We hope you can get our work completed in a timely manner.
c. Thank you in advance for sending a copy of the contract for installation of a new HVAC system by April 1.
d. I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible
convenience.
ANSWER: a
RATIONALE: "Please send a contract for heating and ventilation work by April 1 to allow installation to
begin by April 15" asks for specific information and provides a clear end date with a reason
for the end date; thus it is the most effective closing statement.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 159
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Application
19. Which of the following is the most effective opening sentence for a response message?
a. Your letter of June 23, in which you sought information about our corporate travel packages, has been
referred to me for reply.
b. This is to inform you that we received your letter of June 23 seeking information about our corporate travel
packages.
c. Yes, we can put together a corporate travel package that will meet your needs and fit your budget.
d. Thank you so much for your interest in our corporate travel packages.
ANSWER: c
RATIONALE: An effective opening in a response message delivers the information the reader wants. The
choice that does this most effectively is "Yes, we can put together a corporate travel package
that will meet your needs and fit your budget."
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: pp. 160-161
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Application
21. Which of the following sentences most effectively presents promotional materials in a message responding to a
customer inquiry?
a. We offer an outstanding variety of thank-you gifts for our most valuable customers.
b. You will find that our top-selling host gift baskets not only welcome your guests but also save you money and
time compared to individually purchasing and assembling your host baskets on site.
c. Can I interest you in anything else?
d. If I can be of further assistance with any of our other fine products, do not hesitate to contact me.
ANSWER: b
RATIONALE: Be sure to present your promotional material with attention to the "you" view and to reader
benefits. Only the sentence beginning with "You will find" focuses on the "you" view and
reader benefits.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 161
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Application
23. Which of the following sentences is not a parallel step in this set of instructions?
a. List the required education, work experience, and technical skills in Section 2.
b. Contact the director of human resources to obtain a job-posting identification number.
c. Placing age or gender preference in the candidate qualifications section creates legal jeopardy.
d. Identify the division, department, and supervising agent for this position in Section 3.
ANSWER: c
RATIONALE: Parallel structure expresses all ideas in the same manner. The one sentence not expressed as a
command is "Placing age or gender preference in the candidate qualifications section creates
legal jeopardy."
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: pp. 162-164
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.05 - DISC.ESBC.GULO.16.01.05
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Application
24. In writing messages that deliver instructions, what advice should you follow?
a. Use an autocratic tone to establish the importance of the instructions.
b. Assume that employees want to contribute to the success of the organization.
c. Focus on the steps in the procedure and let the tone take care of itself.
d. Criticize the person(s) responsible for trouble with previous procedures and then praise the person(s)
responsible for the new procedure.
ANSWER: b
RATIONALE: In writing messages that deliver instructions, be careful of your tone; your tone should not be
autocratic or dictatorial. Assume that employees want to contribute to the organization's
success and to their own achievement, and avoid placing blame for failures or problems.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 164
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
26. Arika is following the three-part plan to write a claim message about a problem with her digital communication
service bundle. What should she put in her opening?
a. A clear description of the desired action
b. An explanation of the nature of her problem with the digital communication service bundle
c. A goodwill statement and end date
d. Her phone number
ANSWER: a
RATIONALE: In the opening Arika should provide a clear description of the desired action. She should
explain the problem and details of the adjustment she desires in the body; she should present
her goodwill statement and end date in the closing.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: pp. 164-165
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Knowledge
27. Which of the following openings is most appropriate for a claim message?
a. For the past four years, we have held our annual banquet at your fine restaurant.
b. On January 31 a number of our employees attended a banquet at your restaurant.
c. Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.
d. We were extremely upset to learn that we were charged too much for our banquet.
ANSWER: c
RATIONALE: Because this is a direct claim, not a persuasive one, state the action you desire from the
reader in the opening. Only "Please process a refund for $68 to reimburse us the amount we
were overcharged for our banquet" clearly states the action in an appropriate tone.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: pp.164-165
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Application
32. Which of the following sentences represents an appropriate end date in a claim message?
a. Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by
January 12.
b. We wish to end our contract with your company if you cannot improve your service.
c. Service calls were made to our Washington Street office on May 20, May 22, and May 27 without resolving
the problem.
d. Please replace the five Panasonic projectors we received on December 22 because the model numbers do not
match the models ordered.
ANSWER: a
RATIONALE: An end date indicates to the reader when you expect the action to be completed. Only
"Because we have enjoyed your prompt service in the past, we hope to receive the correct
projectors by January 12" provides an end date.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 165
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Application
33. Which of the following statements about online complaints or reviews is most accurate?
a. Individuals should give companies an opportunity to resolve the issue before writing an online complaint.
b. Businesses and professionals cannot sue individuals for negative online comments.
c. Consumers who are offered payment to change an opinion or account should willingly accept a company's
generous monetary gift.
d. Anonymous complaints or reviews cannot be traced.
ANSWER: a
RATIONALE: Because businesses want to please their customers, individuals should give companies an
opportunity to resolve an issue before they post any online complaints or reviews.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 167
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Comprehension
35. When granting a customer's claim, a business communicator should include an opening in an adjustment message that
a. summarizes the reader's claim and request.
b. presents the good news immediately.
c. explains and clarifies the company's position.
d. builds goodwill.
ANSWER: b
RATIONALE: Because the claim is being granted, the good news should be revealed immediately.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 168
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
36. Which of the following is not a goal when writing adjustment messages?
a. To gain the confidence of the customer
b. To verify the honesty of the customer's claim
c. To rectify the wrong
d. To promote future business and goodwill
ANSWER: b
RATIONALE: When writing an adjustment message, you have three goals: to rectify the wrong, to gain the
confidence of the customer, and to promote future business and goodwill. Do not discuss the
customer's honesty.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 168
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
37. Which of the following is the most appropriate opening for an adjustment message granting a claim?
a. We are very sorry to hear that your meal with us did not meet your expectations.
b. Thank you for your letter of November 16 describing your bad dining experience with us last weekend.
c. Although we believe that the food we served last weekend was of the highest quality, we are willing to refund
the cost of your dinner this time only.
d. The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our
customers and earn their confidence.
ANSWER: d
RATIONALE: An effective opening to an adjustment message presents the good news immediately; it does
not begin negatively, refer to previous communication, or sound grudging. Only the sentence
beginning with "The enclosed check..." is an appropriate opening.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: pp. 168-170
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Application
38. Which of the following represents the most appropriate apology in an adjustment message?
a. We understand your reliance on a high-performance router and apologize for the incomplete installation of
your DataServe router.
b. We are sorry for any inconvenience this may have caused.
c. We regret the error that caused the system failure you claim on your DataServe router.
d. It is unfortunate that your DataServe router has failed, and we promise that this failure will never occur
again.
ANSWER: a
RATIONALE: If you choose to apologize, it should be sincere, appropriate, and brief. It should not use
negative words such as "error" and "failure" that may further inflame customers, nor should it
make unrealistic promises such as "will never occur again." Therefore, the sentence
beginning with "We understand your reliance..." is the most appropriate apology.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 170
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Application
39. You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which
of the following provides the best advice?
a. Do not suggest your business typically pleases its customers; do apologize for failure.
b. Don't use negative words (regret, error, failure); do use positive words (hope, achieve, strive).
c. Do not be vague about improvements; do guarantee the situation will not recur.
d. Do not blame customers; do blame individuals or departments inside your organization.
ANSWER: b
RATIONALE: Using sensitive language includes these don'ts: do not use negative words, do not make
promises or guarantees, and do not blame customers or individuals and departments inside
your organization. Customers like to receive an apology, but attorneys may advise against an
apology.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 171
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
41. Show confidence in the closing of an adjustment message by writing with a positive, confident tone; mentioning the
product in a favorable light; and
a. suggesting a new product or service.
b. expressing your appreciation for the customer's business or anticipating future business.
c. referring to the desire to be of service and to satisfy customers.
d. All answer choices are correct.
ANSWER: d
RATIONALE: The closing of your adjustment message should have a positive, confident tone. All of the
listed elements will show confidence in your company and product, and you should select
those most appropriate to each customer and message.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 171
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
45. Which of the following is the best opening for a note expressing thanks for a gift?
a. Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it will make a perfect
travel companion.
b. Thanks for the gift!
c. I cannot believe I have been with the company for twenty years.
d. A lot has changed over the past twenty years.
ANSWER: a
RATIONALE: Because the receiver will be pleased to hear from you, you can begin a note of appreciation
directly with the purpose of your message, including the specific gift and purpose.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 172
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Application
46. Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best
sentence to include in her response?
a. Thanks, but I really did not deserve this promotion.
b. So many people were so much more deserving of this promotion than I was.
c. Your words about my promotion are much too kind!
d. Thanks for your kind words regarding my promotion.
ANSWER: d
RATIONALE: The best and most sincere sentence is "Thanks for your kind words regarding my promotion."
The others are inappropriate because they minimize your achievements with comments that
suggest you did not really deserve the promotion or that the sender is exaggerating your good
qualities.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 174
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Application
49. When writing a message to express condolences, you should mention the loss tactfully, recognize the good qualities of
the deceased, assure the receiver of your concern, offer assistance, and
a. conclude on a reassuring note.
b. tell the receiver to call you.
c. focus on the future.
d. request information on funeral arrangements.
ANSWER: a
RATIONALE: Your condolence message should conclude on a positive, reassuring note.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 174
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Knowledge
50. Which of these statements regarding the use of e-mail for goodwill messages is most accurate?
a. Because a handwritten note is most impressive, any goodwill message sent by e-mail must always be followed
by a more formal handwritten goodwill message.
b. If you frequently communicate via e-mail with the intended receiver and are certain this e-mail will be
received, you may send a goodwill message via e-mail.
c. E-mail should never be used for sending any type of goodwill message.
d. E-mail can be used for all types of goodwill messages except death condolences, for which a ready-made card
is required.
ANSWER: b
RATIONALE: Although a handwritten note is most impressive, you may use e-mail for some goodwill
messages if you frequently communicate with the recipient via e-mail and are certain the e-
mail will be received.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: pp. 174-175
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Comprehension
51. Most of the workplace messages that you write will likely deal with routine matters that require straightforward
answers using the indirect method.
a. True
b. False
ANSWER: False
RATIONALE: Most of the workplace messages that you write will probably deal with routine matters that
require straightforward answers using the direct method.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 156
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
52. Letters are the preferred channel of communication for delivering messages inside an organization.
a. True
b. False
ANSWER: False
RATIONALE: In certain situations letters are still the preferred channel of communication for delivering
messages outside an organization.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 156-157
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
53. The only factor to consider when deciding if a business letter is the appropriate communication channel is if you are
writing to a secondary audience.
a. True
b. False
ANSWER: False
RATIONALE: Whether you send a business letter will depend on the situation and the preference of your
organization. Business letters are necessary when the situation demands a permanent record;
requires confidentiality; calls for formality and sensitivity; and favors a persuasive, well-
considered presentation.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 157
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
54. Business letters are more confidential than electronic media such as e-mail.
a. True
b. False
ANSWER: True
RATIONALE: Business letters are confidential. They are less likely than electronic media to be intercepted,
misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 157
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.02.06 - DISC.ESBC.GULO.16.02.06
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
55. Business letters make the best impression if you use a good format such as the popular block style.
a. True
b. False
ANSWER: True
RATIONALE: For your letters to make a good impression, you need to select an appropriate format. The
block style is a popular format.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 157
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
56. In block letter style, headings are flush left, but paragraphs and some other elements are indented.
a. True
b. False
ANSWER: False
RATIONALE: Block formatted letters set all elements (inside address, date, salutation, body, complimentary
close, and signature block) flush left. This format creates a professional appearance and helps
to ensure that your letters will make a good impression.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 157
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.01 - DISC.ESBC.GULO.16.04.01
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
57. When formatting business letters, you should use ragged-right margins.
a. True
b. False
ANSWER: True
RATIONALE: In preparing business letters, use ragged-right margins. Unjustified margins improve
readability by providing visual stops and by making it easier to tell where the next line
begins.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 157
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.01 - DISC.ESBC.GULO.16.04.01
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
58. When writing a request message, use the indirect strategy by placing your request in the body of the message because
stating the request in the opening is bad manners.
a. True
b. False
ANSWER: False
RATIONALE: When you write messages that request information or action and you think that your request
will be received positively, start with the main idea first. The most emphatic positions in
most documents are the opening and closing. Readers tend to look at them first.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 159
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
59. Place any details explaining your request for information in the body of your request message.
a. True
b. False
ANSWER: True
RATIONALE: The body of a message that requests information or action provides necessary details.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 159
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
60. You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the
closing paragraph of an information-request message.
a. True
b. False
ANSWER: False
RATIONALE: This sentence is a cliché; therefore, it would not be a good closing for any message. Your
appreciation will sound most sincere if you avoid mechanical, tired expressions such as this.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 159
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Application
61. I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message.
a. True
b. False
ANSWER: False
RATIONALE: Although this opening is frequently used, it is wordy and drawn out. Effective business
communicators begin their reply messages by delivering the information the reader wants.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: pp. 160-161
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Application
62. If you must provide large amounts of data or answer many questions in your response message, make your message
more readable with graphic devices such as lists, tables, headings, boldface, or italics.
a. True
b. False
ANSWER: True
RATIONALE: When answering a group of questions or providing considerable data, arrange the information
logically and make it readable by using lists, tables, headings, boldface, italics, or other
graphic devices.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 160-161
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
63. Trina must respond to a customer inquiry. Her response should not only answer the customer's questions but also
promote her business and its products and services.
a. True
b. False
ANSWER: True
RATIONALE: When responding to a customer's inquiry, you should do more than merely answer the
questions. This is an opportunity to promote your business and its products and services.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 161
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
64. Do not hesitate to contact me is an effective example of closing pleasantly in a response message.
a. True
b. False
ANSWER: False
RATIONALE: Because everyone appreciates being recognized as an individual, avoid form-letter closings
such as "Do not hesitate" or "Thank you in advance."
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 161
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Application
65. When you respond to customers online, you should do so in less than 24 hours.
a. True
b. False
ANSWER: True
RATIONALE: Providing a timely online response to a customer is important. Strive to provide an online
response to a customer within 24 hours.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 161
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.05 - DISC.ESBC.GULO.16.06.05
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
66. Like requests and responses, instruction messages follow a straightforward, direct approach.
a. True
b. False
ANSWER: True
RATIONALE: When writing instructions, your goal is to explain clearly how to complete a task. Present
your instructions most effectively in a straightforward, direct approach.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 162
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
67. Instructions should be divided into a series of steps, and then each step should be written in the imperative mood,
which means it is written as a command.
a. True
b. False
ANSWER: True
RATIONALE: Instructions should be written in steps, and each step should be written as a command.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 162
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
United States - BUSPROG.ESBC.GULO.16.01.05 - DISC.ESBC.GULO.16.01.05
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
68. You should open the valve slowly in order to gradually vent excess pressure is an example of an effectively worded
imperative mood step in a set of instructions.
a. True
b. False
ANSWER: False
RATIONALE: Omit "You should" to word your instruction step as a command (imperative mood): Open the
valve slowly in order to gradually vent excess pressure.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 162
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.05 - DISC.ESBC.GULO.16.01.05
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Application
69. When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.
a. True
b. False
ANSWER: True
RATIONALE: The direct strategy should be used when you expect the receiver of your claim message to
agree with your claim.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 164
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Knowledge
70. Claims made by telephone or e-mail are just as effective as claims made in writing.
a. True
b. False
ANSWER: False
RATIONALE: Written claim letters are often taken more seriously than claims made by telephone or e-mail.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 164
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Knowledge
71. When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.
a. True
b. False
ANSWER: True
RATIONALE: When consumers have a legitimate claim or complaint, they can expect a positive response
from a company. Smart businesses want to hear from their customers because they know that
retaining a customer is far less costly than recruiting a new customer.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 165
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Knowledge
72. When sending a claim letter by mail, include all original documents such as invoices, sales slips, catalog descriptions,
and repair records.
a. True
b. False
ANSWER: False
RATIONALE: When sending a claim letter by mail, include copies, not the originals, of all original
documents such as invoices, sales slips, catalog descriptions, and repair records.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 165
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Knowledge
73. To get the best results, write your claim promptly because delaying a claim makes it seem less important.
a. True
b. False
ANSWER: True
RATIONALE: When making claims, act promptly. Delaying claims makes them appear less important.
Delayed claims are also more difficult to verify.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 165
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.05 - DISC.ESBC.GULO.16.06.05
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Knowledge
74. Social media experts advise that consumers exhaust all other options for complaints with a company before venting
online.
a. True
b. False
ANSWER: True
RATIONALE: Social media experts advise that consumers exhaust all other options for complaints with a
company before venting online because most businesses want to please their customers.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 167
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Knowledge
76. When a company receives a claim and decides to respond favorably, the response message is called an acceptance.
a. True
b. False
ANSWER: False
RATIONALE: When a company receives a claim and decides to respond favorably, the message is called an
adjustment.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 168
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
77. Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy
their customers and retain their business.
a. True
b. False
ANSWER: True
RATIONALE: Businesses grant legitimate adjustments for two reasons: to protect themselves against future
damages and to satisfy their customers and retain their business.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 168
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
80. If you are responding favorably to your customer's claim, the best opening is an apology.
a. True
b. False
ANSWER: False
RATIONALE: Instead of beginning your adjustment message with an apology, use the direct strategy and
open by granting the request or announcing the adjustment immediately. If you do decide to
apologize, you should do so in the body. However, experts have divided opinions on
apologies.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 168-170
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
81. I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment
message.
a. True
b. False
ANSWER: False
RATIONALE: This statement sounds mechanical and insincere. A better apology statement might be "We're
sorry you didn't receive better service."
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 170
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Application
82. Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment message.
a. True
b. False
ANSWER: True
RATIONALE: Words such as "error," "trouble," and "inconvenience" should be avoided because they are
negative. Your goal is to create a message that is positive and upbeat.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 171
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
83. In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's
products or services.
a. True
b. False
ANSWER: False
RATIONALE: In your closing you might mention the product in a favorable light, suggest a new product or
service, express your appreciation for the customer's business, or anticipate future business.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 171
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
84. Many business communicators are intimidated when they must write a message expressing thanks, recognition, or
sympathy.
a. True
b. False
ANSWER: True
RATIONALE: Because communicators struggle to find the right words to express feelings, they have more
difficulty writing these goodwill messages than writing ordinary business documents. As a
result, writers tend to procrastinate when they must write goodwill messages.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 171
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Knowledge
85. A personally written message will have more impact on your reader than a ready-made card.
a. True
b. False
ANSWER: True
RATIONALE: The personal sentiments of the sender are always more expressive and more meaningful to
readers than are printed cards or oral messages.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 171
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Knowledge
86. In writing goodwill messages, you need not worry about promptness as you do in writing claims and other business
messages.
a. True
b. False
ANSWER: False
RATIONALE: Always express thanks, recognition, or sympathy promptly. These messages are easier to
write when the situation is fresh in your mind, and they mean more to the recipient. Do not
forget that a prompt thank-you note carries the hidden message that you care and that the
reader is important to you.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 171
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.05 - DISC.ESBC.GULO.16.06.05
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Knowledge
87. When writing goodwill messages, you should always use the "you" perspective.
a. True
b. False
ANSWER: True
RATIONALE: Goodwill messages should be selfless; that is, they should focus on the receiver, not the
sender.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 172
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Knowledge
88. Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.
a. True
b. False
ANSWER: True
RATIONALE: Effective business communicators personalize goodwill messages by mentioning specific
incidents or characteristics of the receiver. They also verify names and other facts.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 172
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Knowledge
89. Sympathy notes are probably more difficult to write than any other type of message.
a. True
b. False
ANSWER: True
RATIONALE: Expressing condolences when someone experiences a loss or death is especially difficult.
Browse ready-made cards to get some ideas to write your own message containing these
elements: (a) refer sensitively to the misfortune or death, (b) praise the deceased, (c) offer
assistance, and (d) end on a reassuring, forward-looking note.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 174
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Knowledge
91. Most workplace communications will involve routine messages that are positive or neutral. Therefore, they should be
organized using the ____________________ strategy.
ANSWER: direct
RATIONALE: The direct strategy is used for routine messages that are positive or neutral.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 156
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
92. Business ____________________ are necessary when a permanent record is required; confidentiality is paramount;
formality and sensitivity are essential; or a persuasive, well-considered presentation is important.
ANSWER: letters
RATIONALE: Business letters are necessary when (a) a permanent record is required, (b) confidentiality is
paramount, (c) formality and sensitivity are essential, and (d) a persuasive, well-considered
presentation is important.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 157
LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
93. The first sentence of a direct request is usually a question or a polite ____________________ such as Please answer
the following questions about your accommodations for a seminar.
ANSWER: command
RATIONALE: The first sentence of a direct request is usually a question or a polite command such as
"Please answer the following questions about your accommodations for a seminar."
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 159
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
94. Instructions should be written in ____________________ using the imperative (command) mood.
ANSWER: steps
RATIONALE: Instructions should be written in steps using the imperative (command) mood.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 162
LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Typical Request, Response, and Instruction Messages
KEYWORDS: Bloom's: Knowledge
95. When a message is written to identify or to correct a wrong, the message is called a(n) ____________________.
ANSWER: claim
RATIONALE: When a message is written to identify or to correct a wrong, the message is called a claim.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 164
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Knowledge
96. In the ____________________ of a claim message, you should explain the problem and justify your request.
ANSWER: body
RATIONALE: In the body of a claim message, you should explain the problem and justify your request.
Provide all relevant details so that the problem can be corrected without further
correspondence.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 164-165
LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Direct Claims and Complaints
KEYWORDS: Bloom's: Knowledge
97. When a company receives a claim and decides to respond favorably, the message is called a(n)
____________________.
ANSWER: adjustment
RATIONALE: A favorable response to a claim is an adjustment.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 168
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
98. In an adjustment message, the use of a(n) ____________________ line to identify the previous correspondence is
optional.
ANSWER: subject
RATIONALE: The use of a subject line in an adjustment message is optional. If used, it should identify the
previous correspondence and refer to the main topic.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 168
LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Adjustment Messages
KEYWORDS: Bloom's: Knowledge
99. Messages that offer thanks, recognition, or sympathy are called ____________________ messages.
ANSWER: goodwill
RATIONALE: Goodwill messages are used to express thanks, recognition, or sympathy.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 171
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Knowledge
100. In expressing thanks or responding to goodwill messages, ____________________ notes are most impressive.
ANSWER: personal
RATIONALE: Personal notes are most impressive in expressing thanks or responding to goodwill messages.
A phone call or e-mail can quickly express appreciation or condolences, but you should
follow up those quick messages with a more meaningful handwritten note on your personal
stationery.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 171
LEARNING OBJECTIVES: ESBC.GULO.16.06.05 - 06.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Goodwill Messages
KEYWORDS: Bloom's: Knowledge