Question 1

While reading the October issue of her college alumni newsletter, Elise Black learned that Elliot Mumbor, one of her classmates, had received an award the previous March. Elise should:

Accepted Answer

Sending a greeting card with a personal message is a thoughtful way to congratulate Elliot, showing Elise's acknowledgment and appreciation of his achievement.

Question 2

Andrea Swank is responding to a complaint from a customer who claimed he received poor service at her store.Which of the following statements represents the best close for her message?

Accepted Answer

Offering a coupon shows a tangible effort to rectify the situation and encourages the customer to return, reinforcing the commitment to customer satisfaction.

Question 3

A holiday greeting may be sent before or during any festive season.

Accepted Answer

A holiday greeting is typically sent before or during any festive season, such as Christmas, Easter, Hanukkah, Diwali, or even New Year's.

Question 4

Sara Garrett is requesting information about Hugh Rolle, a candidate for a sales position at Better Beverages.Sara will improve her chances of getting a thorough reply if she

Accepted Answer

By asking relevant questions and assuring confidentiality, Sara is more likely to receive a comprehensive response about Hugh Rolle's candidacy for the sales position. Enclosing a hiring policy or formatting questions as a list may not necessarily improve the thoroughness of the response, and praising the receiver's judgment may not be relevant to the request for information.

Question 5

The key elements in a social business message are:

Accepted Answer

The answer of The key elements in a social business...

Question 6

A letter welcoming the receiver as a new credit card customer should not contain coupons or sales offers.

Accepted Answer

Including coupons or sales offers in a welcome letter can be a strategic move to encourage the new credit card customer to start using their card and engage with the brand or partners, enhancing customer experience and loyalty.

Question 7

The expression of gratitude should be given in the first paragraph of an appreciation message.

Accepted Answer

The expression of gratitude is the main purpose of an appreciation message, and it should be given in the first paragraph to convey the message effectively. It sets a positive tone for the message and acknowledges the recipient's efforts or actions that led to the message being written.

Question 8

A letter or card of appreciation is appropriate for a longstanding record of thoughtfulness, but an oral thank you is sufficient for a one-time effort.

Accepted Answer

The answer of A letter or card of appreciation is...

Question 9

When thanking an individual for doing something related to his or her job, sending a copy of the letter of appreciation to the individual's supervisor is intrusive and violates the principles of human resource management.

Accepted Answer

It is not intrusive to send a copy of a letter of appreciation to an individual's supervisor as it can be a good way to recognize an employee's good work and contribute to their career growth. However, it is important to ensure that the employee is comfortable with this and that it aligns with the company's policies and practices.

Question 10

Which of the following message should NOT be written using the direct plan?

Accepted Answer

The direct plan is best used for messages that convey positive or neutral news. Messages that convey negative news or require additional explanation are better suited for the indirect plan. In this case, the memo announcing that the company day care center will be closed for five weeks during remodeling may be seen as negative news for employees, and hence, the indirect plan may be more appropriate.

Question 11

To celebrate the new year, Hathaway Insurance sent each of its clients a calendar.Because the calendar contained the name, logo, and slogan of the insurance agency, this message must be considered a sales message, not a social business message.

Accepted Answer

The primary purpose of sending a calendar with the company's name, logo, and slogan is to maintain customer goodwill and keep the company in the minds of its clients throughout the year, which is more aligned with a social business message rather than a direct sales message.

Question 12

George Karim's current department store credit card statement includes a charge for merchandise he returned, so he is writing to ask that the charge be removed. To give his claim credibility, George should

Accepted Answer

Enclosing a copy of the receipt he was given when he returned the merchandise provides evidence that the charge should not be on his statement. The other options are not relevant or appropriate for this situation.

Question 13

Jack Murphy wants to invite the five people he supervises to a picnic at his home.Because the group is small and the event is informal, Jack could handwrite his invitation, photocopy it, and hand it to the receivers.

Accepted Answer

The answer of Jack Murphy wants to invite the five...

Question 14

Because it conveys a more professional image, a letter is a better choice for a condolence message than a handwritten message on a card.

Accepted Answer

A handwritten message on a card is often considered more personal and heartfelt, which is typically more appropriate for expressing sympathy or condolences.

Question 15

When setting the date by which you want your receiver to reply to your request or claim, you should

Accepted Answer

The answer of When setting the date by which you...

Question 16

In the explanation section of a claim adjustment message, the sender should:

Accepted Answer

The best choice is to focus on what has been done to solve or correct the problem. This shows the receiver that the sender is taking action to address the issue and is committed to finding a resolution. Apologizing for any inconvenience is also important, but it should not be the main focus. proving the writer wasn't at fault or describing why the problem occurred may not always be relevant or necessary in a claim adjustment message.

Question 17

Sending an e-mail followed by a personal note or card will create a more positive impressing than sending only an e-mail.

Accepted Answer

Sending both an e-mail and a personal note or card shows that you took extra effort and care to communicate your message. It also adds a more personal touch and can leave a lasting impression on the recipient.

Question 18

A condolence message should begin and end with a statement of sympathy.

Accepted Answer

A condolence message typically begins with a statement of sympathy, but it often ends with an offer of support or a comforting thought rather than another statement of sympathy.

Question 19

The direct plan is used for positive and neutral business messages because

Accepted Answer

The direct plan places the main idea of the message early on in the communication, which helps to grab the reader's attention and ensure that important information is not missed. This makes it suitable for positive and neutral business messages where the purpose is to convey information clearly and efficiently. The other options are also benefits of using the direct plan, but they do not directly relate to why it is suitable for positive and neutral messages.

Question 20

The claim letter differs from other positive and neutral messages using the direct plan because it may

Accepted Answer

The claim letter involves negative information, such as a complaint, whereas positive and neutral messages usually contain only positive or neutral information.

Quiz 7: Positive, Neutral, and Social Business Messages