Question

1. In writing adjustment messages to customers, your goal should be to ________.

a. rectify a wrong, if one exists

b. regain the confidence of the customer

c. promote future business

d. accomplish all of the above

2. A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her?

a. Make the review as long as possible so that you can include many details about the restaurant.

b. Threaten the restaurant management with a lawsuit.

c. Include negatives in the review but try to use a balanced tone.

d. Even if the restaurant contacts you to correct the problem, express dissatisfaction just to let off steam.

3. The best goodwill messages concentrate on the five Ss. Which of the following is not part of the five Ss?

a. Specific & Sincere

b. Savvy & Smart

c. Spontaneous

d. Short & Selfless

4. Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the 3x3 writing process and is beginning Phase 2. What should she do first in phase 2?

a. Proof read her message.

b. Select an appropriate color of stationery that will be calming to the reader.

c. Analyze the bad news to determine how it will affect the reader.

d. Gather information and brainstorm ways to present the reasons for the bad news.

5. _____________ is the legal term for any false statement, written or spoken, that harms an individual's reputation.

AND When abusive language is spoken, it's called ________.

a. Restitution AND Libel

b. Defamation AND Slander

c. Remorse AND Complaint

d. Claim AND Defamation

NOTE: Business Communication 032