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Exam 8: Positive Messages

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Question 61

Multiple Choice

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Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her message? 

A) I read about your new malware removal program on TechnologyReview.com.
B) Our company has recently become the victim of malware, and I have been assigned to do something about it.
C) Please answer the following questions about your new malware removal program.
D) I am hoping you will be able to provide more information about one of your new products.

E) B) and D)
F) B) and C)

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Question 62

True/False

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Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

A) True
B) False

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Question 63

Multiple Choice

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Of the following questions, what one should you ask yourself first as you begin to prepare a message? 

Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.

Which of the following is the best example of a situation justifying a straightforward claim? 

What is the best advice for writing the body of a routine request message? 

Because sympathy notes can be difficult to write, you should always purchase a commercial, preprinted sympathy card to make the best impression.

Your company was charged twice last month for its rent. This amount is automatically deducted from your company's checking account, and you just noticed the double entry for June. You must write a claim letter to your landlord asking for a refund of $3,000. Write a clear, concise claim letter. Because you expect your landlord to agree readily, use the direct strategy. Write only the body of the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.

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

Most routine request and response messages should be organized using the indirect strategy.

Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.

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

Although e-mail is incredibly successful for both internal and external communication, many important messages still call for letters. Business letters are necessary in four situations. List and give a work-related example of each of these situations.

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

Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use?