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Question
When responding to a customer's complaint about one of your company's services, you shouldA) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."
B) use a generous, grudging tone.
C) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
D) avoid blaming anyone in your organization by name.
E) always find a way to blame the customer for the problem.
Answer
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Related questions
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An effective email subject line is very short and describes only the general topic of the message.
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Which one of the following is a planning step in creating effective email messages?
A) following company email guidelines and policies
B) double-checking your recipient list before sending your message
C) creating informative subject lines that clarify the purpose of your message
D) deciding whether to mark your message as "urgent"
E) writing a concise statement of audience needs
Q:
When you're writing email messages in the workplace, remember that business emails
A) require a higher level of quality than personal emails.
B) should never be shorter than one screen.
C) aren't constrained by the rules of grammar, punctuation, and syntax.
D) are the best medium for internal messages, regardless of their content.
E) should be written in the same format as a personal email.
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The difference between "lie" and "lay" is that "lie" is an intransitive verb and "lay" is a transitive verb.
Q:
The pronoun "who" is in the nominative case; the pronoun "whom" is in the objective case.
Q:
Internal reports are more likely to be misinterpreted than external reports.
Q:
When outlining the content of your report,
A) it is preferable to use informative headings as opposed to descriptive ones.
B) you should use complex language for all headings.
C) keep in mind that you will have to use this same outline for your final report.
D) identify general topic areas.
E) start with vague ideas and build up to ideas with more depth.
Q:
When you're preparing a formal work plan, include a ________ to clarify the problem you face and a ________ to describe what you plan to accomplish.
A) statistical analysis; hypothesis
B) problem statement; purpose statement
C) yardstick; problem statement
D) descriptive standard; goal analysis
E) hypothesis; work plan
Q:
When you're outlining your report, using ________ requires you to really think through the content, whereas using ________ simply requires you to identify topic areas.
A) prescriptive headings; parallel headings
B) effective headings; ineffective headings
C) informative headings; descriptive headings
D) multilateral headings; unilateral headings
E) subjective headings; transitional headings
Q:
The basic purpose of informational reports is
A) to persuade the audience to act.
B) to present recommendations and conclusions to a superior for how to solve a particular problem.
C) to present data, facts, feedback, and other types of information, without analysis or recommendations.
D) to convince the reader of the soundness of your thinking.
E) to change the audience's opinion on your topic.
Q:
The primary purpose of an internal proposal is either to request funds and management support for new projects or to obtain permission to take action on specific projects.
Q:
Explain the three basic categories of analytical business reports and provide at least one example of each type.
Q:
What is the primary difference between a feasibility report and a justification report?
Q:
Whereas troubleshooting reports deal with problems as they occur, failure analysis reports seek to prevent problems before they happen.
Q:
A ________ studies events that happened in the past, with the hope of learning how to avoid similar failures in the future.
A) market analysis report
B) due diligence report
C) failure analysis report
D) feasibility report
E) business plan
Q:
Because of its natural feel and versatility, the ________ approach is generally the most persuasive way to develop an analytical report for skeptical readers.
A) 2 + 2 = 4
B) yardstick
C) direct
D) hypothetical
E) indirect
Q:
When defining the problems you need to address in an analytical report, ask yourself:
A) How long should this report be?
B) Why is this issue important?
C) What is my purpose is writing this?
D) Who will read the report?
E) How can I use this report to gain credibility?
Q:
The structure and navigational flow of all parts of a website is the
A) vertical hierarchy.
B) horizontal division.
C) information architecture.
D) mobile-first strategy.
E) multidimension division.
Q:
Many businesses optimize their website to incorporate a
A) single-dimensional medium.
B) mobile-first strategy.
C) supply and demand strategy.
D) more linear medium.
E) one-page website.
Q:
Company websites often function as
A) informational reports.
B) business plans.
C) marketing strategies.
D) business models.
E) monitor and control reports.
Q:
A ________ is written to validate a decision that has already been made.
A) project proposal
B) progress report
C) compliance report
D) justification report
E) feasibility report
Q:
As it relates to a formal business plan, the ________ defines how the company will generate revenue and produce a profit.
A) marketing strategy
B) business model
C) action forecast
D) financial projection
E) mission and objectives
Q:
Topical organization strategies for informational reports include all of the following except
A) complexity.
B) sequence.
C) importance.
D) comparison.
E) category.
Q:
The CEO of a pharmaceutical company asks you assess the company's adherence to laws governing television ads for prescription drugs. The CEO has requested a(n)
A) personal activity report.
B) policy implementation report.
C) compliance report.
D) operating report.
E) business plan.
Q:
When developing a survey questionnaire,
A) develop questions that must be answered with several sentences.
B) use leading questions.
C) make the survey adaptive.
D) use descriptors such as "often" or "frequently."
E) use compound questions.
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Describe how smartphones and tablets have changed the way we collect information for business reports and other communication purposes.
Q:
A writer who wants to use a ________ to build an informational report can choose from a number of arrangement patterns, such as geography, sequence, chronology, category, or importance.
A) talking pattern of organization
B) topical pattern of organization
C) demonstrative pattern of organization
D) representative pattern of organization
E) direct pattern of organization
Q:
A ________ is a logical interpretation of the facts and a ________ suggests an action in response to the facts.
A) paraphrase; quote
B) cause; correlation
C) cross-tabulation; response
D) conclusion; recommendation
E) trend; summary
Q:
The ________ will define the purpose of your research.
A) primary sources
B) receiver expectation
C) problem statement
D) knowledge management system
E) organization of information
Q:
Sources of secondary information include
A) first-hand observation.
B) in-person interviews.
C) newspapers and periodicals.
D) experiments.
E) an online survey designed specifically for your project.