Question 1

Ola Jensen has placed her first order with a company. Which of the following should the company send her to indicate that they have received her order?

Accepted Answer

An acknowledgment message is the best choice for the company to send Ola Jensen to indicate that they have received her order. An acknowledgment message confirms that the order has been received and is being processed, which can help alleviate any concerns the customer may have about their order.

Question 2

Which of the following guidelines should be followed when writing messages extending credit?

Accepted Answer

The answer of Which of the following guidelines should be...

Question 3

Jeremy had bought a phone that stopped working just after its guarantee expired. Due to this reason, he writes a persuasive claim to the phone manufacturing company. The company sends back an adjustment message to Jeremy. A sentence in the message reads, "Your claim is being granted." On reading the sentence, Jeremy is very offended. Which of the following is a reason why Jeremy is offended by the sentence?

Accepted Answer

The sentence "Your claim is being granted" can imply that the company is in a position of power, deciding whether or not to grant Jeremy's request, which might offend him as it suggests a lack of mutual respect or acknowledgment of his valid concerns.

Question 4

Ignacio asks for a refund for a recently purchased malfunctioning DVD player. His request for the refund is considered a _____.

Accepted Answer

A routine claim is a message sent by a customer to a company asking for compensation for a defective product or service. In this case, Ignacio is requesting a refund for a malfunctioning DVD player, which falls under the category of a routine claim.

Question 5

List the components of the direct outline used for good- and neutral-news messages.

Accepted Answer

The answer of List the components of the direct outline...

Question 6

Identify the use of memos and letters in communicating messages.

Accepted Answer

The answer of Identify the use of memos and letters...

Question 7

The _____ requires that a credit applicant be notified of the credit decision within 30 days of receipt of the request or application.

Accepted Answer

The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit decision within 30 days of receipt of the request or application. A is incorrect because there is no such act as the Credit Extension Act. B is incorrect because the correct name of the act is the Equal Credit Opportunity Act, not the Equal Availability Credit Act. C is incorrect because there is no such act as the Credit Conformant Act.

Question 8

Which of the following statements is true about persuasive claims?

Accepted Answer

Persuasive claims assume that a request may not be granted initially and require additional explanation to convince the reader to take action. Using an inductive approach or assuming that the claim will be granted are not necessarily integral parts of persuasive claims. The use of passive voice may be appropriate in certain situations, but it is not a requirement for persuasive claims.

Question 9

When people provide credit information about a credit applicant, they:

Accepted Answer

When people provide credit information about a credit applicant, they have legal obligations toward the credit applicant. This means that they must provide accurate and truthful information about the applicant's creditworthiness, and they must also follow certain guidelines and regulations to protect the applicant's privacy and rights. Personal opinions or recommendations about extending credit are not necessarily relevant or helpful in this process.

Question 10

Claims related to product warranties, guarantees, or contractual conditions are typically _____.

Accepted Answer

Claims related to product warranties, guarantees, or contractual conditions are routine claims because they are standard in nature and do not require persuasion or direct action. They are simply a part of the customer's expectations when purchasing a product.

Question 11

_____ refer to statements made about related merchandise or service.

Accepted Answer

Sales promotional materials refer to statements made about related merchandise or service, as they are designed to promote and provide information about products or services to encourage sales.

Question 12

_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.

Accepted Answer

Memos and email messages are the most common and effective ways to communicate standard operating procedures and instructions to employees due to their ease of distribution, ability to track read receipts and provide instant access to the information. While face-to-face meetings and phone conversations can be useful, they may not be as efficient or provide a reliable record of the information shared. Phone conversations and instant messaging also lack a reliable record and may not reach all necessary employees. Reports and letters may be too formal and not suitable for conveying routine instructions.

Question 13

Which of the following is a disadvantage of form messages?

Accepted Answer

Form messages tend to be impersonal as they are pre-written and sent to multiple recipients. This can make them less effective at building relationships and addressing individual needs or concerns.

Question 14

Alana orders a pink shirt from BuyClothes.com but receives an orange shirt instead. The store advertises a free exchange policy for goods. Therefore, Alana should write a _____ to get the correct shirt that she ordered.

Accepted Answer

Alana should write a routine claim to inform BuyClothes.com about their mistake and request an exchange for the correct shirt. A routine claim is a type of message that customers send to complain about products or services that did not meet their expectations. Since the store advertises a free exchange policy, it is reasonable for Alana to expect a resolution to the problem. Writing a routine claim allows her to assert her rights as a customer and receive the product she ordered without causing unnecessary conflict.

Question 15

_____ refers to a discussion of goods or services already bought.

Accepted Answer

Resale refers to the process of selling goods or services that have already been bought, indicating a discussion or consideration of those products after purchase. Sales promotion, advertisement, and marketing are all activities that typically occur before a purchase is made.

Question 16

Customer Requests Information for Returning a Product
The customer service department of Software Solutions received a letter from Samuel Muhler stating that he placed an order for the AccTabs accounting software and instead received a software package entitled ThirdWave. He would like to receive a UPS account number to use when returning the product so that he will not have to pay the shipping, as well as instructions for packaging and labeling the returned product.Required: Write an e-mail message as the customer service manager of Software Solutions responding to Mr. Muhler's requests. Include an appropriate subject line and message body in your solution.

Accepted Answer

The answer of Customer Requests Information for Returning a Product
The...

Question 17

Manuel, a credit supervisor, wrote a letter informing a new client that her credit application has been approved. He started the message with the good news. Which of the following writing sequences has he used?

Accepted Answer

The deductive pattern starts with the main idea or good news, followed by details or explanations.

Question 18

A procedural message is most effective when:

Accepted Answer

A procedural message is most effective when each step begins with an action statement, which makes it clear and easy to follow. Removing the numbers that indicate the order of the steps could make it difficult to follow, while mind maps are more suitable for complex procedures. Leaving errors uncorrected will only cause confusion and errors in the process.

Question 19

Which of the following suggestions should be used to make a form letter more personal

Accepted Answer

Using a high-quality printer can make the letter look more professional and well-crafted, which can give the impression that the writer put thought and care into creating the letter, making it feel more personal.

Question 20

While writing a routine claim the message should begin with _____.

Accepted Answer

A request for adjustment is the correct way to begin a routine claim. This is because the purpose of a routine claim is to request an adjustment to a previous transaction or situation.

Quiz 6: Delivering Good- and Neutral-News Messages