BUS 3382 - Chapter 8 Final Exam
Questions with Solved Solutions 2025-
2026 Updated.
Which of the following is the best approach to use when a message is likely to evoke a positive
response from the reader? - Answer the direct approach
Which of the following sentences would be most likely to convey the right tone in a claim
message? - Answer Please send us a replacement by January 1.
When you believe that your reader's response will be ________ or ________, the direct
organizational plan is appropriate. - Answer positive; neutral
Which of the following illustrates the most positive way of explaining a shipping delay? - Answer
Our silk dyeing process resumes on February 1; your order of 20 bolts of dyed silk will arrive on
March 30.
Halina has received a customer inquiry asking about the availability of her hotel's penthouse
suite on April 5th. She has determined that the suite is available, and is composing a response
for the customer. Which of the following openings should Halina use? - Answer Yes, our
penthouse suite is available on April 5th.
In the context of order acknowledgements, which of the following illustrates the most positive
way of responding to a vague order? - Answer So we can ship your order, please let us know
which of the two bookcase models you would like.
For the sake of conciseness and clarity, the questions in a routine inquiry should be combined
into a single sentence. - Answer False
Which of the following statements about moderately formal internal-operational messages is
true? - Answer They begin by stating their objectives and then systematically discuss vital
information.
Which of the following guidelines should be followed when writing order acknowledgement
messages? - Answer Include information about new products, services, or opportunities for
the reader.
, A routine inquiry should not open with a question or request. - Answer False
If Julie writes an email responding to a customer complaint, she is engaging in internal-
operational communication. - Answer False
Which of the following is an ideal opening for a direct claim? - Answer Please adjust invoice
3459 to show that we ordered six office chairs, not seven.
The following is an email from Devi to her coworker, Ilya:
"Remind me, should David be invited to tomorrow's meeting?"
This is an example of - Answer a casual internal-operational message.
Casual operational messages do not require careful construction or wording. - Answer True
Which of the following guidelines should be followed when writing an order acknowledgement
message? - Answer Begin with the news of when the order should be received by the
customer.
When including bad news in a favorable response, you should - Answer place the bad news in
secondary positions.
A good place for general explanatory material in a routine inquiry with multiple questions is -
Answer in the body of the message along with the questions.
Ozqur owns a chain of frozen yogurt shops. After one of his employees had a particularly scary
encounter with a patron, he writes a memo to his employees outlining the new procedure for
dealing with difficult or threatening customers. This message is most likely a ________ message.
- Answer formal internal-operational
Elewa needs an immediate response from her client about an incomplete order. Which of the
following closing statements should she use in her message to the client? - Answer Please
reply by 2:00 p.m. to ensure that your order ships today.
Questions with Solved Solutions 2025-
2026 Updated.
Which of the following is the best approach to use when a message is likely to evoke a positive
response from the reader? - Answer the direct approach
Which of the following sentences would be most likely to convey the right tone in a claim
message? - Answer Please send us a replacement by January 1.
When you believe that your reader's response will be ________ or ________, the direct
organizational plan is appropriate. - Answer positive; neutral
Which of the following illustrates the most positive way of explaining a shipping delay? - Answer
Our silk dyeing process resumes on February 1; your order of 20 bolts of dyed silk will arrive on
March 30.
Halina has received a customer inquiry asking about the availability of her hotel's penthouse
suite on April 5th. She has determined that the suite is available, and is composing a response
for the customer. Which of the following openings should Halina use? - Answer Yes, our
penthouse suite is available on April 5th.
In the context of order acknowledgements, which of the following illustrates the most positive
way of responding to a vague order? - Answer So we can ship your order, please let us know
which of the two bookcase models you would like.
For the sake of conciseness and clarity, the questions in a routine inquiry should be combined
into a single sentence. - Answer False
Which of the following statements about moderately formal internal-operational messages is
true? - Answer They begin by stating their objectives and then systematically discuss vital
information.
Which of the following guidelines should be followed when writing order acknowledgement
messages? - Answer Include information about new products, services, or opportunities for
the reader.
, A routine inquiry should not open with a question or request. - Answer False
If Julie writes an email responding to a customer complaint, she is engaging in internal-
operational communication. - Answer False
Which of the following is an ideal opening for a direct claim? - Answer Please adjust invoice
3459 to show that we ordered six office chairs, not seven.
The following is an email from Devi to her coworker, Ilya:
"Remind me, should David be invited to tomorrow's meeting?"
This is an example of - Answer a casual internal-operational message.
Casual operational messages do not require careful construction or wording. - Answer True
Which of the following guidelines should be followed when writing an order acknowledgement
message? - Answer Begin with the news of when the order should be received by the
customer.
When including bad news in a favorable response, you should - Answer place the bad news in
secondary positions.
A good place for general explanatory material in a routine inquiry with multiple questions is -
Answer in the body of the message along with the questions.
Ozqur owns a chain of frozen yogurt shops. After one of his employees had a particularly scary
encounter with a patron, he writes a memo to his employees outlining the new procedure for
dealing with difficult or threatening customers. This message is most likely a ________ message.
- Answer formal internal-operational
Elewa needs an immediate response from her client about an incomplete order. Which of the
following closing statements should she use in her message to the client? - Answer Please
reply by 2:00 p.m. to ensure that your order ships today.
