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1、Business Communication 7e Ober,Chapter 6 Routine Messages,Question 1,Most of the typical managers correspondence involves communicating about routine matters. True False,Answer,Most of the typical managers correspondence involves communicating about routine matters. True *correct answer False,Questi
2、on,A good example of a routine reply is, “We do not generally provide that service, but in this situation we have decided to do so.” True False,Answer,A good example of a routine reply is, “We do not generally provide that service, but in this situation we have decided to do so.” True False *correct
3、 answer,Question,An effective claim letter requests an adjustment based on poor service or unfair practices. True False,Answer,An effective claim letter requests an adjustment based on poor service or unfair practices. True *correct answer False,Question,When writing an adjustment letter for a situa
4、tion in which the customer abused a product, avoid using the pronoun you. True False,Answer,When writing an adjustment letter for a situation in which the customer abused a product, avoid using the pronoun you. True *correct answer False,Question,Which of the following messages is not considered rou
5、tine? A consumer complaining about a defective product A manager notifying employees of a policy change Top management officials announcing a decision to close a factory *correct answer An individual requesting a credit account with a department store A government agency responding to a request for
6、a brochure,Answer,Which of the following messages is not considered routine? A consumer complaining about a defective product A manager notifying employees of a policy change Top management officials announcing a decision to close a factory *correct answer An individual requesting a credit account w
7、ith a department store A government agency responding to a request for a brochure,Question,What is the most important guideline to follow when preparing a routine reply? Use the indirect organizational plan. Make it clear to the reader that you are doing the person a huge favor. Answer the request p
8、romptly. Avoid promotional material when responding to a request for product information. Do not answer a question if you do not know the answer.,Answer,What is the most important guideline to follow when preparing a routine reply? Use the indirect organizational plan. Make it clear to the reader th
9、at you are doing the person a huge favor. Answer the request promptly. *correct answer Avoid promotional material when responding to a request for product information. Do not answer a question if you do not know the answer.,Question,A customer who is dissatisfied with a product and wants a refund or
10、 replacement should write _ letter. an adjustment a complaint a routine request a claim an emotionally charged,Answer,A customer who is dissatisfied with a product and wants a refund or replacement should write _ letter. an adjustment a complaint a routine request a claim *correct answer an emotiona
11、lly charged,Question,Apologizing in an adjustment letter is appropriate when the customer unintentionally misused the product. when the customer has been severely inconvenienced. only when the claim involves a small amount of money. whenever the company falls short of the customers expectations. if
12、you want to retain the customers goodwill.,Answer,Apologizing in an adjustment letter is appropriate when the customer unintentionally misused the product. when the customer has been severely inconvenienced. *correct answer only when the claim involves a small amount of money. whenever the company falls short of the customers expectations. if you want to retain the customers goodwill.,
