Chapter 7 Self-Quiz

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Which of the following characterizes the direct strategy?

a preamble before the primary purpose correct incorrect

an explanation before the primary purpose correct incorrect

the primary purpose in the first sentence correct incorrect

polite pleasantries in the first sentence correct incorrect

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What should an order acknowledgement do?

avoid suggesting additional products correct incorrect

indicate you have received the order correct incorrect

convince readers they have purchased wisely correct incorrect

criticize another company's product correct incorrect

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When should you avoid using a direct approach?

when handling routine information correct incorrect

when communicating with a high-context culture correct incorrect

when making a straight-forward inquiry correct incorrect

when communicating good news to a well-known audience correct incorrect

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The closing of a direct-approach message should NOT include which of the following?

the primary purpose correct incorrect

contact information correct incorrect

a deadline correct incorrect

next steps correct incorrect

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What should you do when making a request?

embed the request in the message correct incorrect

highlight the benefits of the request correct incorrect

include unrelated information to soften the message correct incorrect

apologize for asking correct incorrect

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What should the writer of a closing of a request NOT do?

focus on the action the reader should take correct incorrect

use generic closing expressions correct incorrect

use positive language correct incorrect

show appreciation correct incorrect

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What should be the tone of a request for information or action?

demanding correct incorrect

firm but polite correct incorrect

abrupt correct incorrect

apologetic correct incorrect

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Which of the following would NOT be included in the closing of a request for information or action?

a re-statement of the request correct incorrect

the introduction of the request correct incorrect

a deadline correct incorrect

an expression of appreciation for compliance correct incorrect

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Which of the following is true about a professional-looking letter?

It is centred vertically and horizontally on the page. correct incorrect

It always uses the standard default setting for margins of 1 inch (2.54 centimetres). correct incorrect

It is fully justified. correct incorrect

It always has two or three blank lines after the dateline. correct incorrect

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What should an order request do?

express how much you like a product correct incorrect

avoid giving delivery date and payment preferences correct incorrect

provide clear authorization of the purchase correct incorrect

give the list of ordered items in one sentence correct incorrect

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Which term refers to a written request for a replacement or a refund?

a claim correct incorrect

an adjustment correct incorrect

a warranty correct incorrect

an order request correct incorrect

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Which term refers to written responses that tell customers how you are addressing their complaints?

a claim correct incorrect

an adjustment correct incorrect

a refund correct incorrect

an action request correct incorrect

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Which of the following should you do when writing a claim letter because you received faulty merchandise that you really need?

Express your anger to force reader action. correct incorrect

Adopt an accusatory tone to make the reader feel guilty. correct incorrect

State clearly what you expect the reader to do. correct incorrect

Write immediately while your emotions are high. correct incorrect

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Which sentence would be most effective in the closing of claim?

I demand an immediate refund. correct incorrect

I am reporting your business to the Better Business Bureau. correct incorrect

I am confident the merchandise will be refunded. correct incorrect

You are being given one last chance to prove you can treat customers decently. correct incorrect

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What should you NOT do when responding to a request or inquiry?

Ensure you're authorized to respond. correct incorrect

Reply promptly. correct incorrect

Begin with good news. correct incorrect

Begin with bad news. correct incorrect

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What should the opening of an information response do?

Thank the reader for their information request. correct incorrect

Confirm you received their information request. correct incorrect

Supply the requested information. correct incorrect

Explain why you are responding late. correct incorrect

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When is it NOT appropriate to use a personalized form letter?

to respond to a customer's unique, angry claim correct incorrect

to give answers to frequently asked questions correct incorrect

to confirm a merchandise order correct incorrect

to remind a customer about an outstanding invoice correct incorrect

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Which of the following is a characteristic of an effective claim adjustment?

providing details on how you will comply correct incorrect

an excessive apology correct incorrect

an acknowledgement of the writer's fault or liability correct incorrect

excuses for the problem correct incorrect

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Goodwill messages should NOT be which of the following?

personal correct incorrect

prompt correct incorrect

short correct incorrect

mechanical correct incorrect

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Which is true about writing letters of sympathy?

They should be avoided because they will make the reader sad. correct incorrect

They should always be emailed rather than handwritten. correct incorrect

The message should be brief and offer condolences in the opening. correct incorrect

They should be lengthy messages detailing every positive comment about the deceased you can think of. correct incorrect

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What should you refrain from doing when writing a cover or transmittal letter?

offering further assistance correct incorrect

summarizing the attached document correct incorrect

identifying what you are sending correct incorrect

disguising important details correct incorrect

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Which of the following is NOT a characteristic of good instructions?

They include basic information in case a reader has no knowledge of the procedure. correct incorrect

They include lists and numbering to make the steps easy to follow. correct incorrect

They begin each step with an action verb and use the active voice. correct incorrect

They use the passive voice. correct incorrect

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Which is NOT a letter style?

full-block correct incorrect

half-block correct incorrect

modified-block correct incorrect

simplified correct incorrect

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Which of the following elements is optional in a letter?

a subject line correct incorrect

an inside address correct incorrect

a salutation correct incorrect

a complimentary close correct incorrect

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If the sender is including a brochure with a letter, which letter element is needed at the end of the letter?

copy notation correct incorrect

enclosure notation correct incorrect

identification initials correct incorrect

post-script correct incorrect