Question 1

Which of the following must be avoided when responding to multiple questions?
A) Most answers to questions benefit from a direct organization.
B) In case of multiple questions, list answers to questions in order of their importance, not their order in the original message.
C) Build goodwill by opening the message with a positive response.
D) If your response is not controversial, begin with a direct answer.
E) You should end your message with a friendly closing and contact information, if applicable.

Accepted Answer

B) For a message with multiple questions, follow the organization of the original message answering each question in sequence.

Question 2

Your boss calls you on the phone and asks if he can have the report you're working on two days prior to the deadline. You were not expecting this question and you don't have a definitive answer on the spot. Which of the following would be your best reply?
A) Let me get back to you on that.
B) Sure, no problem. I can probably find some way to make it work.
C) How am I supposed to finish my report on such short notice?
D) I'll check my schedule to see if its doable and will call you back within half an hour.
E) I wasn't expecting this, so it's really an impossible question to answer right now.

Accepted Answer

D) This short and direct statement buys you the time to analyze the situation and come up with a definitive answer. This is better than stalling or making a vague promise to get back to your boss. It's also better than just agreeing without making sure you will be able to fulfill your promise.

Question 3

Which of the following statements makes it sound as if you are doing the customer a favor?
A) Although you have selected the wrong item, we are happy to take the trouble to exchange it.
B) Your business is important to us, so we are pleased to offer you rush shipping on this order.
C) Customer satisfaction is our top goal, so we will be happy to grant your request.
D) You are a valued customer, so please accept a 10% discount on your replacement order.
E) We are happy to send you the replacement piece by expedited mail.

Accepted Answer

A) If you are going to grant a customer request, build goodwill by not making it sound as if you are doing the customer a favor. This statement specifies that the customer was at fault, and emphasizes the trouble it is taking for the exchange. Both of these elements make it sound like you are doing the customer a favor.

Question 4

________ benefits are advantages that someone else - a third party - gains.
A) External
B) Secondary
C) Peripheral
D) Superficial
E) Tangential

Accepted Answer

A) External benefits are advantages that someone else - a third party - gains.

Question 5

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
-Which of the following statements would be inappropriate to end this message?
A) Thank you for choosing Say Cheese! for your photographic needs.
B) Remember that Say Cheese! made this exception for you the next time you have photo needs.
C) We at Say Cheese! thank you for this order and for your continued business.
D) Thank you for shopping at Say Cheese!, where customer satisfaction is the number one priority.
E) We value your loyalty at Say Cheese! and hope to do business with you again.

Accepted Answer

B) These messages should end with a friendly close, expressing appreciation for the customer's business. This choice is not appreciative of the customer, but implies that the customer should be appreciative of the favor Say Cheese! did by granting the request. The other choices are more likely to strengthen customer loyalty.

Question 6

Which of the following statements is most likely to be true regarding instant messaging?
A) It allows multitasking with multiple medium options.
B) It hampers the efficiency for geographically dispersed workgroups.
C) It is completely secure.
D) It is typically used for sending out confidential information
E) It does not allow for real-time communication of information.

Accepted Answer

A) IM provides businesses several benefits, including the ability to communicate real-time information, improved efficiency for geographically dispersed workgroups, and multitasking with multiple medium options. IM should be brief and to the point and it should not be used for conveying confidential information.

Question 7

You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.
A) answer the first five questions only, as 10 is too many to address in one message
B) include your answers ordered 1 through 10 as well
C) reorder the questions according to their relative importance
D) label your answers A through J, to downplay the inappropriately large number of questions asked
E) answer only as many questions as you can fit on one page

Accepted Answer

B) For a message with multiple questions, follow the organization of the original message.

Question 8

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
-You opened your message with the positive response that you are granting the claim. As you continue writing your message, which of the following points must be followed?
A) You must apologize to the customer for the inconvenience Say Cheese! caused in making it necessary for her to file this claim.
B) You should emphasize that the customer is to blame for placing an order below the required minimum value.
C) You need not apologize since Say Cheese! is not responsible for any problem.
D) You should make up an excuse explaining why the coupon code didn't work.
E) Say Cheese! must promise not to make this mistake again.

Accepted Answer

C) The coupon code was not defective, it simply didn't work because this customer's merchandise total didn't meet the required minimum. So there is no mistake that Say Cheese! was responsible for. Even in the event of a problem an apology is not necessary, although it is also important not to blame the customer.

Question 9

When someone asks you a question in a face-to-face or telephone conversation, ________.
A) you can organize your message exactly as you would when writing a response
B) never begin with a direct answer
C) never admit that you don't have the answer immediately available
D) if your response is likely to disappoint, use the direct organization plan
E) if your response is not controversial, begin with details and lead up to the answer

Accepted Answer

A) Follow the same approach as with a written message. If your response is not controversial or likely to disappoint, begin with a direct answer and then follow up with details. If you do not have the answer immediately available, then say that right away.

Question 10

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
-Which of the following is the best way to state this in your reply?
A) Although you did not meet the requirement of minimum order of $50, we are going to give you the discount anyway.
B) Your merchandise total was not high enough to be eligible for this promotion, but we will make an exception since you are a good customer.
C) Because you are a valued customer, we are happy to credit you 15% of your merchandise total.
D) Even though you didn't order enough to be eligible for this 15% discount, we will go out of our way to give it to you anyway.
E) Because we want your business we will give you this discount even though your merchandise total was below the minimum required for this offer.

Accepted Answer

C) Since you're granting the claim, begin with the positive response. Avoid sounding as if you are doing the customer a favor. This choice is the only one that doesn't sound as if you are doing the customer a favor.

Question 11

"You made mistakes in these documents and you must correct them by the end of the day." The statement above uses "you" in a negative way. Which of the following best revises this statement?
A) I'd appreciate it if you'd fix the mistakes that you made in these documents by the end of the day.
B) Please correct the mistakes in these documents by the end of the day.
C) The mistakes that you made in these documents must be corrected by the end of the day.
D) Revise these documents by the end of the day, and please, no mistakes this time.
E) Please don't make any more mistakes in the documents when you revise them.

Accepted Answer

B) The use of "you" in the given statement is accusatory and overly authoritative. This choice is the best revision, as it uses an impersonal expression.

Question 12

Which of the following is a faulty guideline for instant messaging (IM) standards?
A) Use a professional-sounding IM username.
B) Focus on business.
C) Assume that your messages are secure.
D) Keep messages simple.
E) Save important messages.

Accepted Answer

C) If a business has no IM standards, IM use can lead to problems with maintaining security. Assume that other people will read your messages, and use language that you would feel comfortable having anyone read. Never convey company-sensitive information.

Question 13

Business use of instant messaging (IM) ________.
A) is restricted for informal communication only
B) is expected to decline in coming years
C) allows employees to communicate real-time information
D) is typically recommended for sharing confidential information
E) is not allowed for formal communication

Accepted Answer

C) IM provides businesses several benefits such as the ability to communicate real-time information, improved efficiency for geographically dispersed workgroups, and multitasking with multiple medium options.

Question 14

Before you can roll out the new database system you have designed, you need employees in departments across the company to volunteer to test it. You are drafting an email that will be sent to all employees to persuade them to help you with this testing.
-Which of the following statements would be the best to conclude the message?
A) Thanks so much - you're the best!
B) Get back to me ASAP if you want to participate.
C) Thanks to all for considering helping - interested parties should email me at the address below by Friday.
D) We will be very grateful to those people who will help us out. Let me know if you are interested.
E) Submit the attached form within a week if you are willing to participate.

Accepted Answer

C) Effective requests end with an expression of gratitude and a specific call for action that makes clear what you need and when you need it. Only this choice includes these elements.

Question 15

When a company decides to satisfy a customer claim for a refund, exchange, or repair, ________.
A) a well-written response gains nothing for the company
B) the business has an opportunity to create goodwill
C) the company should make it sound as if they're doing the customer a favor
D) it must avoid beginning its message with a positive response
E) the company should always apologize first

Accepted Answer

B) Assuming the business decides to satisfy a claim from a customer, a well-written response can strengthen its relationship with the customer. Avoid making it sound like you're doing the customer a favor. Although it is not necessary to apologize, it is also important not to blame the customer.

Question 16

Which of the following is considered to be a routine message?
A) replying to a client that you will not have their project completed on time
B) requesting an employee to minimize the use of cellphone in office hours
C) instructing employees on filling out a new form
D) announcing that next Saturday will be a working day
E) requesting the team to not apply for any leaves for a month

Accepted Answer

C) When you are writing to convey information, these messages are considered routine if the information will not surprise, disappoint, or anger the audience.

Question 17

A customer has reported a problem to your company. Which of the following statements is disputable in this case?
A) You should explain the reason behind the problem.
B) You should tell the customer how you will prevent this problem from reoccurring.
C) A good explanation of the problem can win consumer confidence.
D) An explanation that sounds like an excuse will result in a negative reaction.
E) It is necessary to apologize to the customer for the problem.

Accepted Answer

E) It is not necessary to apologize. Your goal is to win customer confidence and strengthen customer loyalty. You can do that simply by expressing genuine concern for remedying the situation.

Question 18

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
-Which of the following is a correct guideline while writing a reply to a request for information email?
A) The email should not build goodwill.
B) All the requested information must be provided in attached files and not in the email body.
C) The provided information must be numbered to mirror the original email.
D) The information paragraphs must not directly start with the answers to the questions.
E) The opening statement must include contact information and offer for assistance.

Accepted Answer

C) While replying to a request for information email, the provided information must be numbered. The numbered paragraphs must directly start with the answer to the questions and the paragraph must concentrate on the single issue. The closing may include contact information and friendly offer to additional assistance.

Question 19

Which of the following is NOT a routine message?
A) replying to a colleague that you have the data she requested
B) granting a customer an exchange of a product she ordered
C) confirming that your client meeting is scheduled for 3 PM next Tuesday
D) announcing that no holiday bonuses will be given out this year
E) giving a coworker instructions on how to perform a certain task

Accepted Answer

D) When you are writing to convey information, these messages are considered routine if the information will not surprise, disappoint, or anger the audience. This announcement is likely to disappoint, anger, and possibly surprise your audience, so it is not routine.

Question 20

An expression of gratitude ________.
A) is the only element you should include in the closing of a request
B) is nice but not necessary at the end of short requests
C) should never be just a simple "thanks"
D) must always be an elaborate and effusive declaration
E) is typically included at the end of the request

Accepted Answer

E) Two elements typically found at the end of requests are an expression of gratitude and a specific call for action that makes clear what you need and when you need it.

Quiz 4: Communicating Routine Messages and Building Goodwill

Which of the following must be avoided when responding to multiple questions?

Your boss calls you on the phone and asks if he can have the report you're working on two days prior to the deadline. You were not expecting this question and you don't have a definitive answer on the spot. Which of the following would be your best reply?

Which of the following statements makes it sound as if you are doing the customer a favor?

________ benefits are advantages that someone else - a third party - gains.

Which of the following statements is most likely to be true regarding instant messaging?

You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.

When someone asks you a question in a face-to-face or telephone conversation, ________.

"You made mistakes in these documents and you must correct them by the end of the day." The statement above uses "you" in a negative way. Which of the following best revises this statement?

Which of the following is a faulty guideline for instant messaging (IM) standards?

Business use of instant messaging (IM) ________.

When a company decides to satisfy a customer claim for a refund, exchange, or repair, ________.

Which of the following is considered to be a routine message?

A customer has reported a problem to your company. Which of the following statements is disputable in this case?

Which of the following is NOT a routine message?

An expression of gratitude ________.