Question 1

Avoiding pretentious,formal,or flowery language is the best way to ensure that your goodwill message is ________.
A)selfless
B)specific
C)sincere
D)short

Accepted Answer

Sincere language is more effective in conveying goodwill and avoiding any sense of pretentiousness or formality. Using overly flowery language or complicated language can come across as insincere or disingenuous. Keeping the message short and specific can also be helpful, but sincerity is the most important factor.

Question 2

Anticipating future business is an effective way to ________ in the closing of an adjustment message.
A)ignore the customer's frustration
B)​meet your sales quotas
C)express confidence that the problem has been resolved
D)apologize sincerely

Accepted Answer

Anticipating future business shows that the company is confident in its ability to resolve issues and maintain the customer's trust, which can help to restore the customer's confidence in the company and ensure their continued loyalty. Ignoring the customer's frustration or simply apologizing may not be enough to fully resolve the situation, while trying to meet sales quotas may be inappropriate in the context of an adjustment message.

Question 3

Action information and deadlines belong in the ________ of a routine request message.

Accepted Answer

The answer of Action information and deadlines belong in the...

Question 4

It's a good idea to send a thank-you note ________.
A)when someone gives you a gift
B)when someone does a favor for you
C)when you have been someone's guest
D)in each of these situations

Accepted Answer

Sending a thank-you note is a sign of gratitude and appreciation. It is proper etiquette to send one when someone gives you a gift, does a favor for you, or when you have been someone's guest. Therefore, the correct choice is D - in each of these situations.

Question 5

Because customers are already upset,the language of adjustment messages should be particularly ________.
A)adamant
B)​sensitive
C)negative
D)​vague

Accepted Answer

The language of adjustment messages should be particularly sensitive because customers are already upset. Using language that is adamant, negative, or vague may further aggravate the situation and worsen customer relations. Therefore, sensitivity is the best choice to calm and assuage the customer's upset feelings.

Question 6

Remove the protective seal from the toner cartridge has been written in the ________,or command,mood.

Accepted Answer

The answer of Remove the protective seal from the toner...

Question 7

Your response to a congratulatory note or other goodwill message ________.
A)is frowned upon because it extends the conversation unnecessarily
B)is equivalent to saying ​You're welcome ​when someone has said ​Thank you
C)should further detail your hard work and good qualities
D)should suggest that you don't deserve the praise or attention

Accepted Answer

Responding to a congratulatory note or goodwill message with a thank you or a similar acknowledgement is considered polite and appropriate, similar to saying "you're welcome" when someone thanks you. Providing additional details or suggesting that you don't deserve the praise can come across as insincere or self-deprecating. It is not necessary to extend the conversation unnecessarily or to provide more information than is required.

Question 8

________ (or complaint)letters are written by customers to identify or to correct a problem with products or services they have purchased.

Accepted Answer

The answer of ________ (or complaint)letters are written by customers...

Question 9

You might want to avoid beginning with Will you please ...because,although such a statement sounds like a question,it is actually a disguised _________.

Accepted Answer

The answer of You might want to avoid beginning with...

Question 10

Which of the following is the best statement to include in a goodwill message?
A)You must be so excited.I remember how I felt when I finally earned my master's degree.
B)Wow,you finished your master's.Awesome!
C)Good luck in the future.
D)Warmest congratulations on earning your MBA.Your hard work will certainly pay off for you.

Accepted Answer

Choice D is the best statement to include in a goodwill message as it congratulates the recipient on their accomplishment and shows that their hard work will pay off. It also uses a warm tone and personalizes the message by addressing the recipient's specific degree. Choices A and B are too informal and lack professional language. Choice C is generic and doesn't acknowledge the recipient's achievement.

Question 11

Social media experts say that not every comment on the Web by a customer merits a response.They recommend responding to posts only when you can add ________ -for example,by correcting false information or providing customer service.

Accepted Answer

The answer of Social media experts say that not every...

Question 12

You should provide necessary details in the ________ of a message that requests information or action.

Accepted Answer

The answer of You should provide necessary details in the...

Question 13

What is the most accurate statement about goodwill messages?
A)Since people communicate so frequently today,goodwill messages are not as important as they once were.
B)You'll make a better impression by giving a ready-made card or calling the person than by writing your own message.
C)Written goodwill messages give more importance to our well-wishing and provide a record that can be reread,savored,and treasured.
D)Most communicators find it easier to write goodwill messages than other types of business documents.

Accepted Answer

Written goodwill messages provide a record that can be reread and treasured, making them more meaningful and impressive than ready-made cards or verbal messages. Despite the prevalence of communication technology, written messages still hold significant value in business and personal relationships.

Question 14

Business letters are important when a permanent record is required,when a message is confidential,and when ________ is necessary.

Accepted Answer

The answer of Business letters are important when a permanent...

Question 15

What is the most accurate statement about sending goodwill messages e via e-mail?
A)In today's digital age,all goodwill messages should be sent via e-mail.
B)If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost,then sending an e-mail goodwill message is acceptable.
C)Although other goodwill messages can be sent via e-mail,sympathy messages should never be sent this way.
D)You should never send goodwill messages via e-mail.

Accepted Answer

It is acceptable to send goodwill messages via e-mail as long as the receiver frequently communicates via e-mail and you are confident that the message will not get lost. However, sympathy messages should always be sent in a more personal manner.

Question 16

Routine,positive messages are those that communicate straightforward requests,replies,and ________.

Accepted Answer

The answer of Routine,positive messages are those that communicate straightforward...

Question 17

The most emphatic positions in a message are the opening and ________.

Accepted Answer

The answer of The most emphatic positions in a message...

Question 18

The best goodwill messages concentrate on the five Ss.Which of the following is not one of the five Ss?
A)Specific
B)Savvy
C)Spontaneous
D)Short

Accepted Answer

The five Ss of effective goodwill messages are specific, sincere, short, spontaneous, and selfless. "Savvy" is not included in the list.

Question 19

Avoiding such comments as​I remember when I ...​is important in making sure that your goodwill message is ________.
A)selfless
B)specific
C)sincere
D)short

Accepted Answer

Avoiding personal anecdotes like "I remember when I ..." in goodwill messages helps ensure that the focus remains on the recipient rather than the sender, making the message selfless.

Question 20

When you write messages that request information or action and think your request will be received positively,use the _________ organizational strategy.

Accepted Answer

The answer of When you write messages that request information...

Quiz 8: Positive Messages

Avoiding pretentious,formal,or flowery language is the best way to ensure that your goodwill message is ________.

Anticipating future business is an effective way to ________ in the closing of an adjustment message.

Action information and deadlines belong in the ________ of a routine request message.

It's a good idea to send a thank-you note ________.

Because customers are already upset,the language of adjustment messages should be particularly ________.

Remove the protective seal from the toner cartridge has been written in the ________,or command,mood.

Your response to a congratulatory note or other goodwill message ________.

________ (or complaint)letters are written by customers to identify or to correct a problem with products or services they have purchased.

You might want to avoid beginning with Will you please ...because,although such a statement sounds like a question,it is actually a disguised _________.

Which of the following is the best statement to include in a goodwill message?

Social media experts say that not every comment on the Web by a customer merits a response.They recommend responding to posts only when you can add ________ -for example,by correcting false information or providing customer service.

You should provide necessary details in the ________ of a message that requests information or action.

What is the most accurate statement about goodwill messages?

Business letters are important when a permanent record is required,when a message is confidential,and when ________ is necessary.

What is the most accurate statement about sending goodwill messages e via e-mail?

Routine,positive messages are those that communicate straightforward requests,replies,and ________.

The most emphatic positions in a message are the opening and ________.

The best goodwill messages concentrate on the five Ss.Which of the following is not one of the five Ss?

Avoiding such comments asI remember when I ...is important in making sure that your goodwill message is ________.

When you write messages that request information or action and think your request will be received positively,use the _________ organizational strategy.

Quiz 8: Positive Messages

Avoiding pretentious,formal,or flowery language is the best way to ensure that your goodwill message is ________.

Anticipating future business is an effective way to ________ in the closing of an adjustment message.

Action information and deadlines belong in the ________ of a routine request message.

It's a good idea to send a thank-you note ________.

Because customers are already upset,the language of adjustment messages should be particularly ________.

Remove the protective seal from the toner cartridge has been written in the ________,or command,mood.

Your response to a congratulatory note or other goodwill message ________.

________ (or complaint)letters are written by customers to identify or to correct a problem with products or services they have purchased.

You might want to avoid beginning with Will you please ...because,although such a statement sounds like a question,it is actually a disguised _________.

Which of the following is the best statement to include in a goodwill message?

Social media experts say that not every comment on the Web by a customer merits a response.They recommend responding to posts only when you can add ________ -for example,by correcting false information or providing customer service.

You should provide necessary details in the ________ of a message that requests information or action.

What is the most accurate statement about goodwill messages?

Business letters are important when a permanent record is required,when a message is confidential,and when ________ is necessary.

What is the most accurate statement about sending goodwill messages e via e-mail?

Routine,positive messages are those that communicate straightforward requests,replies,and ________.

The most emphatic positions in a message are the opening and ________.

The best goodwill messages concentrate on the five Ss.Which of the following is not one of the five Ss?

Avoiding such comments as​I remember when I ...​is important in making sure that your goodwill message is ________.

When you write messages that request information or action and think your request will be received positively,use the _________ organizational strategy.

Avoiding such comments asI remember when I ...is important in making sure that your goodwill message is ________.