Question 1

When texting a client,what types of writing style would be appropriate?

Accepted Answer

A)  Common symbols and abbreviations such as "u" or "idk"
B)  Complete sentences with no abbreviations
C)  Hashtags
D)  Emoticons
E)  Phrases instead of sentences,and abbreviations wherever possible

Question 2

What is the advantage of writing with a "you" perspective?

Accepted Answer

A)  A "you" perspective ensures that the writer limits detail.
B)  A "you" perspective is shorter,and therefore easier to produce.
C)  A "you" perspective quickly identifies what the writer wants.
D)  A "you" perspective allows the writer to organize the message based on his or her own thought process.
E)  A "you" perspective motivates your audience to respond positively.

Question 3

Thank-you messages ________.

Accepted Answer

A)  do not express appreciation
B)  hamper the goodwill of a business
C)  are not professional
D)  need not always be handwritten
E)  should not be conveyed over the phone

Question 4

A(n) ________ is a message acknowledging that you have received information or checking that you have understood information correctly.

Accepted Answer

A)  announcement
B)  confirmation
C)  goodwill message
D)  condolence
E)  claim

Question 5

When writing a message,you determine audience benefits by analyzing ________.

Accepted Answer

A)  the positive outcomes for you if your readers comply with your request
B)  the positive outcomes for you if your readers do not comply with your request
C)  the positive outcomes for your readers if they comply with your request
D)  the positive outcomes for your readers if they do not comply with your request
E)  which positive outcomes you are most likely to achieve if you do not divulge all the available information to the audience

Question 6

If your message includes a question which is likely to confuse your audience,use the direct approach.

Accepted Answer

A) True 
 B)False

Question 7

Building positive working relationships through goodwill is critical to your career success.

Accepted Answer

A) True 
 B)False

Question 8

________ are messages that publicly notify an audience of information they need or want to know.

Accepted Answer

A)  Announcements
B)  Confirmations
C)  Goodwill messages
D)  Condolences
E)  Claims

Question 9

Which of the following best expresses the role of goodwill in business?

Accepted Answer

A)  Goodwill is a luxury that communicators can't afford,given the more important priorities they must achieve.
B)  Goodwill is adding embellishments to messages to make them sound more polite.
C)  Goodwill is a nice indulgence that allows you to be gracious to people when you have extra time and energy.
D)  Goodwill is key to building and strengthening relationships that are vital to an organization's success.
E)  Goodwill is the icing on the cake,that allows people to feel good about the hard work they do.

Question 10

An expression of gratitude ________.

Accepted Answer

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

Question 11

Which of the following will help to ensure effective communication when sending a text?

Accepted Answer

A)  Trust autocorrect to find and fix misspelled words.
B)  Use common abbreviations.
C)  Respond within three minutes or less.
D)  Do not text messages that require long or complicated responses.
E)  Start with a salutation.

Question 12

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

Accepted Answer

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

Question 13

Why is goodwill important in business?

Accepted Answer

Goodwill is a term used to describe the ...

Question 14

A public notice is often referred to as what?

Accepted Answer

A)  A goodwill message
B)  An announcement
C)  A persuasive message
D)  A blog post
E)  A call to action

Question 15

Which of the following is designed to publicly notify people of information they need or want to know?

Accepted Answer

A)  Thank you messages
B)  Congratulatory messages
C)  Sympathy messages
D)  "For-your-information" messages
E)  Announcements

Question 16

Discuss and support occasions when using bcc-blind carbon copy-would be appropriate.

Accepted Answer

Using bcc to reduce long recipient lists...

Question 17

Sending an email to congratulate a business acquaintance on the birth of her baby is ________.

Accepted Answer

A)  improper unless you have a close personal relationship
B)  tactless and a letter should be mailed instead
C)  inappropriate since it is in reference to an event in her personal life
D)  best done with direct organization
E)  most effective when it begins with supporting details and builds up to congratulating

Question 18

Goodwill messages are often more meaningful when hand written.

Accepted Answer

A) True 
 B)False

Question 19

Alyssa shies away from using the direct organizational approach in her request messages to coworkers as she feels it is rude and inconsiderate to blurt her request out at the start of a message.Do you agree?

Accepted Answer

Despite Alyssa's reservations,the direct...

Question 20

"For-your-information" messages should be in writing,using a direct approach.

Accepted Answer

A) True 
 B)False

Exam 4: Communicating Routine Messages and Building Goodwill

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

Correct AnswerverifiedShow Answer

Discuss and support occasions when using bcc-blind carbon copy-would be appropriate.

Correct AnswerverifiedUsing bcc to reduce long recipient lists...View AnswerShow Answer

If your message includes a question which is likely to confuse your audience,use the direct approach.

Correct AnswerverifiedShow Answer

An expression of gratitude ________.

Correct AnswerverifiedShow Answer

Building positive working relationships through goodwill is critical to your career success.

Correct AnswerverifiedShow Answer

Sending an email to congratulate a business acquaintance on the birth of her baby is ________.

Correct AnswerverifiedShow Answer

What is the advantage of writing with a "you" perspective?

Correct AnswerverifiedShow Answer

Alyssa shies away from using the direct organizational approach in her request messages to coworkers as she feels it is rude and inconsiderate to blurt her request out at the start of a message.Do you agree?

Correct AnswerverifiedDespite Alyssa's reservations,the direct...View AnswerShow Answer

Which of the following best expresses the role of goodwill in business?

Correct AnswerverifiedShow Answer

Why is goodwill important in business?

Correct AnswerverifiedGoodwill is a term used to describe the ...View AnswerShow Answer

When writing a message,you determine audience benefits by analyzing ________.

Correct AnswerverifiedShow Answer

Thank-you messages ________.

Correct AnswerverifiedShow Answer

A(n) ________ is a message acknowledging that you have received information or checking that you have understood information correctly.

Correct AnswerverifiedShow Answer

Which of the following is designed to publicly notify people of information they need or want to know?

Correct AnswerverifiedShow Answer

A public notice is often referred to as what?

Correct AnswerverifiedShow Answer

________ are messages that publicly notify an audience of information they need or want to know.

Correct AnswerverifiedShow Answer

"For-your-information" messages should be in writing,using a direct approach.

Correct AnswerverifiedShow Answer

When texting a client,what types of writing style would be appropriate?

Correct AnswerverifiedShow Answer

Which of the following will help to ensure effective communication when sending a text?

Correct AnswerverifiedShow Answer

Goodwill messages are often more meaningful when hand written.

Correct AnswerverifiedShow Answer

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Using bcc to reduce long recipient lists...
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Despite Alyssa's reservations,the direct...
View Answer

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Goodwill is a term used to describe the ...
View Answer

Correct Answer
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