Chapter 6 Quiz: Neutral & Positive Messages

1. Adam wants to respond to a customer asking about stock availability. What kind of message should he send?

• A. Negative message
  

• B. Persuasive message
  

• C. Neutral message
  

• D. Complaint message

2. Fatin just got an email that says: “Good news! Your coffee machine will be delivered tomorrow.” What type of message is this?

• A. Coffee-related emergency message ☕

• B. Positive message

• C. Romantic message (wrong app, sis)

• D. Hidden complaint

3. Yee is confirming a Zoom meeting with her manager. Which opening sounds the most professional?

• A. “Yo! Zoom at 3?”

• B. “Let’s vibe at 3 PM.”

• C. “This is to confirm our Zoom meeting on Friday at 3 PM.”

• D. “Guess what? We’re stuck in a Zoom again.”

4. Yunus wants to thank his friend for helping him carry 8 IKEA boxes. What tone should he use?

• A. “Next time, bring a trolley.”
  

• B. “Thanks, you’re a real MVP!”
  

• C. “You were just doing your job.”
  

• D. “I owe you… maybe.”

5. Achinathan receives customer feedback. How should he respond like a pro?

• A. “Cool story, bro.”
  

• B. “Noted. Next!”
  

• C. “Thank you for your feedback! We appreciate you sharing your experience.”
  

• D. “Please complain elsewhere.”

How do you feel when you receive a “thank-you” email from your boss?

• • A. Motivated

• • B. Nothing much

• • C. A bit surprised

• • D. Emotional 😭

Who’s most likely to send the best goodwill message in this class?

• AMIR GHAZLAN

• JIA YEE

• SHAKTIVEL

• HAIKAL

Which of the following is the correct format for a positive message?

• • A. Apology → Bad News → Signature

• • B. Background Info → Blame → Demands

• • C. Main Idea (Good News) → Supporting Details → Polite Closing ✅

• • D. Emoji → Joke → Silence

What makes this message effective as a positive message?

• A. It starts with criticism and ends with hope
  

• B. It uses a sarcastic tone
  

• C. It uses a clear structure, sincere tone, and encourages the recipient

• D. It only talks about the sender's opinion

Which of the following statements best explains what is wrong with this message?

• A. The message uses casual tone and does not sound sincere

• B. The message is too long and confusing
  

• C. The message is perfect as it is
  

• D. The manager explains the customer’s feedback in detail