xtotal: 100 Business Communications at Austin Community College

Business Communications: Guffey Chapter 8 Quiz

Answer the questions in this quiz to see how well you've read and understood Guffey, Business Communication (8th ed.) chapter 8. If necessary, retake this quiz until you make at least 90% .

When you're through, just click on Check answers.

Your name Your handle (use the exact same handle
you created in the questionnaire)
Your e-mail (required)

  1. Business letters are preferred when
    informality is preferred.
    confidentiality is necessary.
    time is of the essence.
    Business letters are preferred for all these reasons. (p. 246)
  2. What is the least accurate statement about business letters in today's digital age?
    In certain situations letters are still the preferred channel of communication for delivering messages inside an organization.
    Businesses continue to give letters to customers a high priority because these messages encourage product feedback, project a favorable image of the organization, and promote future business.
    Business letters are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients.
    Business letters presented on company stationery carry a sense of formality and importance not possible with e-mail. (p. 246)
  3. Routine request and response messages should be written using
    the indirect strategy.
    persuasive techniques.
    the direct strategy.
    pretty, scented stationery. (p. 249)
  4. The most emphatic positions in a message are the
    opening and body.
    body and closing.
    body and attachments.
    opening and closing. (p. 249)
  5. Which of the following instructions is in the imperative (command) mood?
    Your report should be submitted by Friday's deadline.
    Friday is the deadline for the report submission.
    Submit your report by Friday's deadline.
    The deadline for submitting the report is Friday. (p. 255)
  6. Which of the following is the best example of a situation justifying a straightforward claim?
    The transmission in your car gave out within the warranty period.
    A shipment arrived two weeks after it was promised.
    Your credit card was billed twice for a purchase you made.
    All answer choices are situational examples justifying a straightforward claim. (p. 257)
  7. The opening of a direct claim letter should
    explain the problem in detail and justify your request.
    use an angry tone to show the reader that you are serious.
    open with a clear statement of the problem or with the action you want the receiver to take.
    remain vague to allow the reader to decide on a remedy for the problem. (p. 257)
  8. All of the following are goals of adjustment messages except
    to rectify a wrong, if one exists.
    to regain the confidence of the customer.
    to secure a job interview.
    to promote future business. (p. 261)
  9. What should you do in the body of an adjustment letter?
    Explain who caused the problem.
    Apologize profusely.
    Promise the customer that the problem will never happen again.
    Explain how you are complying with the claim. (p. 263)
  10. Which of the following is the best closing for an adjustment message?
    We apologize for any inconvenience this has caused.
    We are deeply sorry for this unfortunate event.
    We hope that this refund check proves our commitment to providing excellent customer service.
    If you have any questions, please do not hesitate to call. (p. 264)
  11. The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?
    Short (pp. 265-266)
  12. What is the most accurate statement about sending goodwill messages via e-mail?
    In today's digital age, all goodwill messages should be sent via e-mail.
    If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost, then sending an e-mail goodwill message is acceptable.
    Sympathy messages should never be sent via e-mail.
    Goodwill messages should never be sent via e-mail. (p. 268)
  13. In the workplace most messages are positive or neutral and, therefore, direct. (p. 249)
  14. Action information, including deadline dates, should be placed in the body of a routine request message. (p. 249)
  15. The first sentence of a direct reply e-mail should deliver the information the reader wants. (p. 251)
  16. Instructions will be most readable if the steps are presented in a numbered vertical list. (p. 255)
  17. Showing that you are angry is an effective technique for getting a claim granted. (p. 257)
  18. Delay in writing a claim letter makes the claim appear less important to the receiver. (p. 258)
  19. Very few businesses make adjustments promptly. (p. 261)
  20. Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages. (p. 265)


Information and programs provided by davidm@austincc.edu.