CHAPTER 6 - Questions from Quiz #6
Question 1
Multiple Choice
1 points
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Question Although e-mail is incredibly successful for both internal and external communication, you
should still use letters when
Answer
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.
Question 2
Multiple Choice
1 points
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Question Nadia has information she must deliver to a client. What should Nadia do first?
Answer
a. Prepare a rough draft of her letter
b. Find the address and correct spelling of the company
c. Conduct research to make sure her information is complete
d. Determine whether a letter is even necessary
Question 3
Multiple Choice
1 points
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Question Which parts of your letters are readers likely to find most interesting and read first?
Answer
a. Address
b. Opening and closing
c. Middle paragraphs of justification and explanation
d. Salutation
Question 4
Multiple Choice
1 points
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Question One of the best ways to open a direct request that is likely to be granted is a(n)
Answer
a. enthusiastic greeting and explanation of who the writer is.
b. justification of the request to be made.
c. question or polite command.
d. thorough explanation of the needs and parameters of the request.
Question 5
Multiple Choice
1 points
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Question Marcus has five questions to ask his reader in a routine information request letter. What is the
best way to present these questions?
Answer
a. As a separate enclosure
b. In a bulleted or numbered list in the body of his letter
c. In paragraph form in the body of his letter
d. In a follow-up e-mail
Question 6
Multiple Choice
1 points
Question The body of a routine request letter should
Answer
a. present details that explain your request.
b. request action from the receiver.
c. give deadline dates.
d. reveal for the first time your reason for writing.
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Question 7
Multiple Choice
1 points
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Question End dates and specific actions in a routine request letter should be placed in the
Answer
a. introduction.
b. body.
c. closing.
d. enclosure notation.
Question 8
Multiple Choice
1 points
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Question Which of the following would be the most effective closing statement in a routine action request
letter?
Answer
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. Thanking 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 convenience.
Question 9
Multiple Choice
1 points
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Question Jessica is following the three-part plan to write a direct claim letter about a problem with her
wireless service. What should she put in her opening?
Answer
a. A clear description of the desired action
b. An explanation of the nature of her problem with the cell phone service
c. A goodwill statement and end date
d. Details of the adjustment she desires
Question 10
Multiple Choice
1 points
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Question You can improve the effectiveness of a direct claim letter by
Answer
a. using a few threatening words to get your point across.
b. providing a detailed timeline of what happened and the specific person who is to blame for
the problem.
c. explaining the problem with necessary details.
d. including a subtle reference to your attorney or to the Better Business Bureau.
Question 11
Multiple Choice
1 points
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Question Harland is following the three-step writing plan for his direct claim letter. In the body of the letter,
Harland should
Answer
a. assume the company understands his request without explanation.
b. use emotional language to show how upset he is about the situation.
c. assume the company purposely tries to cheat its customers.
d. include copies of all pertinent documents.
Question 12
Multiple Choice
1 points
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Question In the closing of a claim letter, you should
Answer
a. justify and explain your request.
b. promote goodwill and summarize your request.
c. reference all copies of pertinent documents enclosed.
d. warn the company that failure to comply could cause legal action.
Question 13
Multiple Choice
1 points
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Question A subject line in a direct reply letter
Answer
a. is mandatory.
b. generally refers in abbreviated form to previous correspondence and/or summarizes a
message.
c. must be written as a complete sentence.
d. identifies the sender and his or her company.
Question 14
Multiple Choice
1 points
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Question Which of the following is the most effective opening sentence for a direct reply letter?
Answer
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.
Question 15
Multiple Choice
1 points
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Question Which of the following is not a goal when writing adjustment letters?
Answer
a. To gain the confidence of the customer
b. To gain thorough documentation to prove that the customer has presented an honest
claim
c. To rectify the wrong
d. To promote future business and goodwill
Question 16
Multiple Choice
1 points
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Question Which of the following is the most appropriate opening for an adjustment letter granting a claim?
Answer
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, in which you described the problems you
experienced while dining 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.
Question 17
Multiple Choice
1 points
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Question Which of the following represents the most appropriate apology for an adjustment letter?
Answer
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
not occur again.
Question 18
Multiple Choice
1 points
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Question The closing of an adjustment letter should
Answer
a. guarantee that the problem will not recur if the customer continues doing business with
you.
b. express confidence in future business relations.
c. assign blame to the responsible department and assure the reader that the department
has been improved.
d. remind readers of their responsibility in the product failure.
Question 19
Multiple Choice
1 points
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Question Goodwill messages should be short, selfless, specific, spontaneous, and
Answer
a. sassy.
b. sincere.
c. spiritual.
d. suave.
Question 20
Multiple Choice
1 points
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Question Which of the following would be least effective in a sympathy note?
Answer
a. We are deeply saddened, Nathan, to learn of the death of your wife.
b. Rebecca's generous nature and volunteer efforts for the Red Cross endeared her to many.
c. If we may help you or lighten your load in any way, you need only call.
d. If I may be of any help, please do not hesitate to contact me.