In responding favorably to a claim even though the customer was at fault, what should you try to accomplish in the body of your message?
What will be an ideal response?
Ques. 2Messages of ________ recognize the contributions of employees or business associates.
A) salutation
B) recognizance
C) performance
D) appreciation
E) condolence
Ques. 3________ are brief personal messages written to comfort someone after the death of a loved one.
A) Life-coaching letters
B) Remembrance letters
C) Condolence letters
D) Counseling letters
E) Goodwill messages
Ques. 4In recommendation letters, comparing the candidate's potential to that of his or her peers
A) should be avoided, since it opens the door to legal action.
B) is unprofessional because it distracts attention from the candidate you are recommending.
C) helps the recipient evaluate the candidate more effectively.
D) is a good idea, even if you have only a gut feeling about how the candidate stacks up.
E) almost always reduces the candidate's chances of landing the job.
Ques. 5In today's electronic media environment, handwritten thank-you notes
A) are not likely to be read.
B) give the impression that the writer is unprofessional.
C) are often particularly appreciated by the recipient.
D) require too much time to prepare and deliver.
E) are viewed as obsolete, except in personal contexts.
Ques. 6A social media release includes ________ that's suitable for use in blog posts, tweets, and other social media formats.
A) share-ready content
B) newsroom chatter
C) virtual verbiage
D) unfiltered data
E) general purpose news
Ques. 7A ________ is a specialized document used to share relevant information with the news media.
A) treatise
B) press release
C) developmental brief
D) direct-to-consumer release
E) tweet
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