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Question
Which of the following exemplifies a good way to present bad news to a customer?
A. The phone was damaged because you used it improperly, so we cannot offer a replacement.
B. I cannot help you in any way as the fault is entirely yours for not reading the product documentation.
C. You were informed of the rules prior to purchase. Hence, we cannot accept your claim.
D. You made the mistake of misusing your product, so I cannot help you in any way.
E. In the interest of fairness, we cannot offer customized discounts to selective customers.
Answer
This answer is hidden. It contains 226 characters.
Related questions
Q:
Which of the following elements should be included when concluding a speech?
A. A statement to engage the audience right away
B. A human-interest story
C. A statement that builds up the case
D. A restatement of the subject
E. A statement that clearly defines the topic
Q:
An information technology specialist was giving a presentation to employees at his company on the need to create secure passwords. He used the following opening: "Did you know that on average, cyber thieves can hack a lowercase password in less than five minutes?" This is an example of opening a presentation with a _____.
A. human-interest story
B. humorous anecdote
C. quotation
D. startling statement
E. prepared joke
Q:
Jacob, a human resource executive with an MBA degree, chose to deliver a speech on how employees can motivate themselves to increase their productivity. Which of the following factors might have guided his choice of topic?
A. Jacob's background and knowledge
B. The medium Jacob used to deliver his presentation
C. Jacob's relationship with the audience
D. The audience's level of understanding
E. The complexity of the topic
Q:
Dario Peraza, executive officer at Intium Technologies Inc., has a direct telephone line where clients can reach him. Which of the following would be an effective way for him to answer his calls?
A. Hello. Can I assist you?
B. Dario Peraza speaking.
C. How may I assist you?
D. Hello. You have called Intium Technologies. Who are you?
E. Intium Technologies. Dario Peraza speaking. May I help you?
Q:
List the steps involved in constructing a rsum.
Q:
Once a job has been secured, which of the following activities should be avoided?
A. Keeping a finger on the pulse of the job market
B. Updating a rsum only when applying for a new job
C. Keeping up on one's professional reading
D. Assessing and acquiring different skills required for the job
E. Staying alert to better job opportunities
Q:
In selecting visuals, you should _____.
A. plan the visuals for your document keeping your reader in mind
B. place all visuals in the appendix of your document to improve readability
C. avoid using visuals to cover information that is too detailed
D. use visuals to convey the main points in your message instead of words
E. plan the visuals for your document before you organize your findings
Q:
Which of the following should typically be covered through visual presentation?
A. Inaccurate data collected online
B. Information that is not related to the text
C. Simple information that can be easily inferred through words
D. Information that is too detailed to be covered in words
E. Irrelevant facts that do not need to be emphasized
Q:
Scale distortion occurs when intervals in data points on the X or Y axis are not consistent.
Q:
A clustered bar chart can be used to effectively compare the quantities of five or more different values.
Q:
Column totals are generally placed at the top of the column, but they may be placed at the bottom when the writer wants to emphasize them.
Q:
It is necessary to include all of the "journalist's five Ws" while constructing the title of a visual.
Q:
All the visuals in a document should be of the same size.
Q:
When information is presented using a visual, it doesn't have to be supplemented with writing or speaking.
Q:
Describe the purpose and form of memorandums or memos.
Q:
List and explain the different stages in the revising process of a message.
Q:
Which of the following must be avoided when creating an online document or a Web page?
A. Using a dark text on a light background
B. Incorporating text files with audio files
C. Using long sentences instead of short ones
D. Incorporating screen visuals with the text
E. Adapting design elements according to the audience
Q:
While typing a text message, Mike uses the emoticon ":-0". This emoticon indicates that Mike is _____.
A. laughing
B. frowning
C. winking
D. Smiling
E. yelling
Q:
Which of the following forms of communication places a strong emphasis on brevity?
A. Emails
B. Text messages
C. Letters
D. Memos
E. White papers
Q:
In which of the following messages would it be appropriate to use informal language?
A. A message from an HR manager to his company's CEO, requesting an appointment
B. A message written by a customer care executive to a new customer, welcoming her
C. A message written to a coworker, asking her about her plans for the day
D. A letter written to a government official, requesting for the renewal of one's work permit
E. A message written by a line manager to the CIO of the company
Q:
Which of the following writing styles should be used in an email report to the client of a research organization?
A. Casual style
B. Informal style
C. Formal style
D. Conversational style
E. Flaming style
Q:
Which of the following is an advantage of email over text messaging, instant messaging, and social media?
A. Email provides the option of using images.
B. Email can be sent to internal and external audiences.
C. Email is relatively faster than the other modes of communication.
D. Email is less expensive to use than the other modes of communication.
E. Email does not limit the number of characters that can be used in a message.
Q:
Which of the following statements is true about emails?
A. There is a limitation on the number of characters a writer can use in an email.
B. Because of their low speeds and high costs, emails have been replaced by memorandums.
C. Emails can be archived and filed for easy access to a written record of correspondence.
D. Emails cannot be easily forwarded and hence offer a great deal of confidentiality.
E. Emails are the least widely used means of written communication at workplace.
Q:
In today's business world, _____ are the most widely used form of written communication.
A. text messages
B. instant messages
C. letters
D. memos
E. emails
Q:
Jason Smith is writing a letter to one of his prospective clients, Alex Harper, the sales manager at Perry McKay Fashion House. Having sourced Alex's contact details from a vendor, Jason is unsure of Alex's gender. How should he address Alex in his letter?
A. Dear Perry McKay Fashion House
B. To Whom It May Concern
C. Dear Sir/Madame
D. Dear Alex Harper
E. Dear
Q:
Which of the following is NOT a guideline that you should follow when writing a claim message?
A. Your closing should indicate that you are trying to maintain a positive relationship.
B. Because you expect resistance from your reader, you must write your message in active voice.
C. Your message should give just enough information to allow the reader to make a judgment.
D. If there were consequences to what happened, include them.
E. Present your case using facts and logic and avoid focusing on your emotions.
Q:
How should you describe your problem in an indirect claim message?
A. The words describing the problem should express disinterest in a continued relationship.
B. The words describing the problem should be blunt and negative.
C. The words describing the problem should provoke the reader into reacting.
D. The words describing the problem should be courteous yet firm.
E. The words describing the problem should focus on your feelings.
Q:
Which of the following sentences is the most appropriate to use at the beginning of an indirect claim message?
A. You must find a solution to this problem because it has repeatedly disappointed me.
B. I would like to put forth a very serious complaint against your substandard services.
C. We received our lawn mower on December 24.
D. Based on my negative experience with your services, I demand a refund.
E. You have not delivered your goods in proper condition.
Q:
Your goal in an indirect claim message is to _____.
A. ensure that your recipient admits that it was his or her fault
B. convince your recipient that you deserve some kind of compensation
C. ensure that your recipient apologizes for his or her mistake
D. let your recipient know that you are disappointed with the turn of events
E. indicate that you may discontinue using your recipient's services
Q:
Select the most appropriate sentence or phrase to end an indirect claim message concerning a defective product.
A. Thank you in advance.
B. Please grant this claim.
C. You have no choice but to repair the product.
D. Please send us a replacement before Monday.
E. You are responsible for the damages, so you must repair the defective product.