Chapter 6 Review Understanding the basic organization and expectations for good- and neutral-news messages will help you build goodwill and maintain your professional credibility in business relationships. These questions review the basic good- and neutral-news guidelines for messages. Good- and neutral-news messages use a direct or deductive approach. Choose the best definition for the selection of a direct outline. Selection Definition Opening _________ A. Indicates future relationships B. Provides a situational buffer C. States the main point
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Ques. 2Which of the following statements most closely reflects an attitude of etiquette?
A) People must treat others nicely in order to keep their jobs.
B) Most people don't mind rudeness or poor manners because they know that work is demanding.
C) A list of rules of etiquette posted in a workplace would be offensive to most people.
D) Most of us like to work in a pleasant environment where people feel comfortable and valued.
Ques. 3Routine Requests Requests, like claims, can be either routine or persuasive. Persuasive requests require persuasive arguments. Routine requests do not. These questions cover routine requests and favorable responses. Routine requests are used by customers and clients to _________. A. convey appreciation B. set strategy C. gather information
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Ques. 4Which of the following statements about manners and business etiquette is most accurate?
A) Good manners and professional demeanor are hard skills that employers value in employees.
B) Because you aren't born with the ability to be courteous, civil, and professional, learning these skills is difficult.
C) Employers are more likely to hire and promote someone who is courteous and professional.
D) You should never express disagreement with a coworker.
Ques. 5Routine Claims Claim messages are requests for an adjustment, such as a refund, replacement, exchange, or payment for damages. Claim messages can be divided into two categories: routine claims and persuasive claims. Routine claim messages should use _________ organizational approach to facilitate a more timely adjustment. A. a restricted B. a direct C. an indirect
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