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Question 21

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Dominic must send a bad-news message to a customer, telling the customer that a product she ordered is no longer available. What should Dominic do first?

A) Select a soothing color of stationery for the message.
B) Gather information about the reasons that the product is no longer available.
C) Write his buffer statement.
D) Analyze the bad news to see how it will affect his business.

E) A) and D)
F) C) and D)

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Question 22

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Name two rules of netiquette that show respect for others when using e-mail.

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Two rules of netiquette that demonstrate...

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Question 23

Multiple Choice

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You are writing a letter to request information about wireless connectivity for your workplace computers. Since you expect the information to be forthcoming, where in the letter should you put the actual request for information?

As a business communicator, you have several primary and secondary goals when delivering bad news. Name two of these goals; they can be either primary or secondary goals.

Because e-mail messages are more informal than messages sent via other workplace communication channels, you don't have to be so concerned with correct grammar and spelling.

When writing a straightforward claim that you expect the reader to agree with readily, use the direct organizational pattern.

Which of the following is the best advice for using business e-mail?

Most of the workplace messages you write will probably deal with routine matters that require straightforward answers using the direct method.

An effective technique when writing a persuasive claim or complaint letter is to show how angry you are about the situation.

Which of the following e-mail subject lines would be most effective?

You have decided to ask your supervisor to authorize the purchase of Blackberry smartphones for you and other members of the sales force. The most important item for you to include in your persuasive request is

Which of the following is the most important part of a bad-news message?

The recommended order for messages that deliver bad news is

Which parts of your letters are readers likely to find most interesting and read first?

To sound professional and courteous, include a sentence such as Thank you for your cooperation in the closing paragraph of an information or action request letter.

When price may be an obstacle in a sales letter, what should you do?

Jason Storey has five questions to ask his reader in a routine information request letter. What is the best way to present these questions?

When explaining compliance in the body of an adjustment letter, avoid words such as regret, misunderstanding, and unfortunately.

Placing the reasons before the bad news improves the chances that the reader will accept and understand the bad news.

Rewrite the following poorly written opening to an adjustment letter responding to a claim. Write the opening sentence only. We are extremely saddened to learn of the unfortunate failure of your iPod touch, and we apologize for any inconvenience it has caused you. Although company policy typically prevents us from offering a total replacement at no cost to you for defective products, we'll make an exception in your case. Therefore, we have enclosed a voucher for a new iPod touch that you can take to our store nearest you.