Quiz

CHAPTER 9 APP

QUESTION #1Claims letters open with a __________________ or with an ____________________ of the ____________________ necessary to solve the problem.

• Clear problem statement

• Explanation

• Action

QUESTION #2A subject line helps the reader _______________?

• Recognize the topic immediately

QUESTION #3

Sympathy notes should refer to the _________________ and _________________.

• Misfortune sensitively

• Offer Assistance

QUESTION #4:

Phase 1 of the writing process, gather information, make notes, or prepare an outline and compose the first draft. True or False?

• False: analyse your purpose, visualize the audience, and anticipate the response

QUESTION #6

The closing courteously specifies what the receiver is to do. True or False?

• True

QUESTION #5

The body explain the purpose of writing.

• True

QUESTION #7

Business letters are cheap, therefore, do not write if a phone call or email message is going to cause a problem. True or False?

• False: Business letters are costly, therefore, do not write if a phone call or email message might solve the problem

QUESTION #8

Close a claim letter with a summary of the action requested and a courteous goodwill statement. True or False?

• True

QUESTION #9

Responding to customer inquiries provides a good opportunity to prevent from business growth.

• False: Responding to customer inquiries provides a good opportunity to promote your business

QUESTION #10

Adjustment letters seek to right wrongs, regain customer confidence, and promote further business.

• True

QUESTION #11What is needed in the closing for routine letters?

a) A frontload

b) The problem and a resolution

c) Purpose Statement

d) A request for action or a courteous conclusion

QUESTION #12Everyday business messages, present what in the main idea or in the purpose?

a) An Organization

b) A Frontload

c) A Backload

d) A problem

QUESTION #13A direct letter may open with a

a) Question or polite request

b) Problem and solution

c) Purpose of the letter

d) Needs to be done

QUESTION #14When you order many items, what should you include in the body of your letter?

a) A quantity unit price

b) Order number

c) Complete description

d) All of the above

QUESTION #15Letters responding to requests may open with a __________ to identify the topic immediately?

a) Purpose statement

b) Problem

c) Subject line

d) Salutation

QUESTION #16When a company responds favourably to a customer’s claim, the response is called an:

a) Purpose Statement

b) Adjustment

c) Regulation

d) Variation

QUESTION #17Goodwill messages deliver:

a) Thanks, praise and/or sympathy

b) Acknowledge, favours and/or sympathy

c) Expression, adjustment and/or claim

d) Purpose statement, problems and/or resolution

QUESTION #18List the 4 reasons why business letters are necessary? Explain each

• Permanent Record: Many business transactions require a permanent record

• Confidentiality/Formality: letters are less likely to be misdirected, forwarded, or retrieved by an unintended audience then emails.

• Formality and Sensitivity: Deliver more information than e-mail because they are written on stationery that is usually printed with company information such as logos, addresses, titles and contact details.

• Persuasive, well-considered messages: letters can persuade people to change their actions, adopt new beliefs, make donations, contribute their time, and try new products.

QUESTION #19In composing routine letters, you can structure your message into what 3 parts? Explain each

• Opening: a statement that announces the purpose immediately

• Body: details that explain the purpose

• Closing: a request for action or a courteous conclusion

QUESTION #20What is your goal to do in mixed messages?

• Your goal is to present the negative news clearly without letting it become the focus of the message, therefore, you want to spend more time talking about the good news, and by placing the bad news in the middle of the letter, you deemphasize it.

QUESTION #21Describe the 4 key elements based on language sensitivity in the adjustment letter.

• Don’t use negative words

• Don’t blame customers

• Don’t blame individuals

• Don’t make unrealistic promises you can’t guarantee that the situation will never recur.

QUESTION #22What are the 3 goals in adjustment letters?

• Rectifying the wrong, if one exists

• Regaining the confidence of the customer

• Promoting further business

QUESTION #23What are the 5 elements that make a goodwill message?

• Be selfless

• Be specific

• Be sincere

• Be spontaneous

• Be short

QUESTION #24: FILL IN THE BLANKS

QUESTION 24: ANSWER

QUESTION #25: FILL IN THE BLANKS

QUESTION 25: ANSWER