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Communicating for Results, 2e: Chapter 6

Instructions: For each question, click on the radio button beside your answer. When you have completed the entire quiz, click the "Submit my answers" button at the bottom of the page to receive your results.

Question 1:


a) the direct approach
b) the indirect approach
c) Neither of the above approaches.
d) Either of the above approaches, depending on the situation.

Question 2:


a) handling routine information
b) communicating with someone from a high-context culture
c) making a straight-forward inquiry
d) communicating good news to a well-known audience

Question 3:


a) embed it in a message
b) highlight its benefits
c) include unrelated information to soften the message
d) apologize for asking

Question 4:


a) An order request
b) An order acknowledgement
c) A product recall message
d) A claim adjustment message

Question 5:


a) express your anger to force reader action
b) adopt an accusatory tone to make the reader feel guilty
c) state clearly what you expect the reader to do
d) write immediately after receiving the faulty merchandise, while your emotions are high

Question 6:


a) ensure that you're authorized to respond
b) reply promptly
c) begin your response with good news
d) All of the above.

Question 7:


a) avoid suggesting additional products
b) indicate that you've received the order
c) convince the reader that they've purchased wisely
d) All of the above.

Question 8:


a) personal
b) prompt
c) short
d) mechanical

Question 9:


a) refrain from offering further assistance
b) summarize the attached document
c) identify what you're sending
d) All of the above.

Question 10:


a) A subject line
b) An inside address
c) A salutation
d) A complimentary close