CHAPTER 1 QUICK CHECK ANSWERS
E-mail is a public conversation where image and etiquette are critical. True or False?
A1:
Because e-mail is private, it leaves no formal record or back-up documentation after it is sent. True or False?
A2:
Name two ways e-mail is an effective time management tool.
A3:
Can be composed or read when user has time
Can reduce telephone tag
Can stay in mailbox as reminders
Why can the meaning of an e-mail message be misinterpreted?
A4:
Voices, gestures, pauses, and other nonverbal cues are lost.
Traditional copyright laws do not apply to information sent through e-mail. True or False?
A5:
In business communications, e-mail is expected to be fast and casual. True or False?
A6:
E-mail is a good communication tool for hashing out a conflict because people do not have to be uncomfortable facing each other. True or False?
A7:
Define e-mmunity.
A8:
Computer viruses are most commonly spread through e-mail. True or False?
A9:
Why should you not use sarcasm in an e-mail message?
A10:
The tone could be misinterpreted as criticism or harsh words.
CHAPTER 2 QUICK CHECK ANSWERS
CHAPTER 3 QUICK CHECK ANSWERS
CHAPTER 4 QUICK CHECK ANSWERS
CHAPTER 5 QUICK CHECK ANSWERS
You should always identify yourself in an e-mail to a customer. True or False?
A1:
You do not have to worry about personalizing your e-mails because customers assume you use templates. True or False?
A2:
To bring your e-mail alive, you must add ____________________.
A3:
How do you practice peer editing of your e-mails?
A4:
Have someone else (preferably your e-mail buddy) read and help revise your e-mail
Why should you supply your contact information?
A5:
So your customer can contact you easily, without researching your contact information
Why should you provide your customer service phone number?
A6:
So your customer can call you on the phone if they prefer voice contact
Why must you exceed customer expectations?
A7:
Because customers must be more than satisfied to become loyal partners or advocates
Why should you offer something extra when a customer reports a problem?
A8:
Why should you try to predict the outcome of your e-mail communication with a customer?
A9:
Why is it important to communicate in a way that is consistent with your brand?
A10:
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