Question 1

Routine messages, such as customer order acknowledgments, are written inductively.

Accepted Answer

A) True 
 B)False  False

Question 2

_____ reminds customers and clients that they made a good choice in selecting a company with which to do business, or it reminds them of the good qualities of their purchase.

Accepted Answer

A) Resale 
B) Revise 
C)  Reclaim 
D)  Rebuttal 
A) Resale 
B) Revise 
C)  Reclaim 
D)  Rebuttal A

Question 3

Good-news messages present the main idea at the end.

Accepted Answer

A) True 
 B)False  False

Question 4

The customer service department of Software Solutions received a letter from Samuel Muhler stating that he placed an order for the AccTabs accounting software and instead received a software package entitled ThirdWave. He would like to receive a UPS account number to use when returning the product so that he will not have to pay for the shipping, as well as instructions for packaging and labeling the returned product.
Required: Write an email message as the customer service manager of Software Solutions responding to Mr. Muhler's requests. Include an appropriate subject line and message body in your solution.
The subject line should be descriptive of the situation (example: UPS Instructions for Returned Merchandise).
The body of the message should be written deductively, beginning with the statement that the company is glad to assist with the UPS return of the unordered merchandise.
A bulleted list of instructions should follow, including the account information needed for the return. Action verbs should be used.
A positive statement about a new software title that is about to be released or other related products should be included.
The message should end with a positive, future-oriented idea.
A complimentary close such as sincerely or thank you should be followed by your name and signature file information.

Accepted Answer

Answers will vary.
A proposed solution f

Question 5

Which of the following guidelines should be followed when extending credit?

Accepted Answer

A) A credit applicant must be notified of the credit decision within 10 days of receipt of the request. 
B) The party granting the credit should not disclose the terms of the credit agreement. 
C)  The credit aspect should be emphasized more than the acknowledgment of an order. 
D)  The basis for the decision to extend credit need not be indicated. 
A) A credit applicant must be notified of the credit decision within 10 days of receipt of the request. 
B) The party granting the credit should not disclose the terms of the credit agreement. 
C)  The credit aspect should be emphasized more than the acknowledgment of an order. 
D)  The basis for the decision to extend credit need not be indicated.

Question 6

Which of the following is true of a thank-you message?

Accepted Answer

A) It should be organized using an indirect approach. 
B) It should be written for possible self-gain. 
C)  It should always be handwritten for all situations. 
D)  It should be written deductively. 
A) It should be organized using an indirect approach. 
B) It should be written for possible self-gain. 
C)  It should always be handwritten for all situations. 
D)  It should be written deductively.

Question 7

What are the guidelines you should follow when extending credit?

Accepted Answer

Answers will vary. When extending credit

Question 8

In the context of procedural messages, describe the guidelines you should follow when writing instructions that require more than a few simple steps.

Accepted Answer

Answers will vary. Before writing instru

Question 9

Managers must take special care in writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently.

Accepted Answer

A) True 
 B)False

Question 10

Routine requests and favorable responses to them follow the _____.

Accepted Answer

A) inductive sequence 
B) deductive sequence 
C)  indirect sequence 
D)  derivative sequence 
A) inductive sequence 
B) deductive sequence 
C)  indirect sequence 
D)  derivative sequence

Question 11

A form message is a document that indicates an order has been received and is being processed.

Accepted Answer

A) True 
 B)False

Question 12

Who among the following individuals follows good practice when sending a good-news message?

Accepted Answer

A) Dave, a manager at Wizzware Inc., who organizes his message such that the main idea is presented at the end 
B) Ava, a manager at Auroville Inc., who conveys positive news to her employees using a direct approach 
C)  Sameer, a manager at GreenMove Inc., who stresses on the closing thought more than on the main message 
D)  Zaiba, a manager at BayWave Corp., who delivers positive news to her employees without providing additional details 
A) Dave, a manager at Wizzware Inc., who organizes his message such that the main idea is presented at the end 
B) Ava, a manager at Auroville Inc., who conveys positive news to her employees using a direct approach 
C)  Sameer, a manager at GreenMove Inc., who stresses on the closing thought more than on the main message 
D)  Zaiba, a manager at BayWave Corp., who delivers positive news to her employees without providing additional details

Question 13

Describe form messages used for routine responses.

Accepted Answer

Answers will vary. Form messages are a f

Question 14

Positive responses to favor requests should not sound enthusiastic.

Accepted Answer

A) True 
 B)False

Question 15

Mary, a team leader, wants to share information about a new bonus scheme with her team members. In this scenario, which of the following sequences should Mary follow to structure the good-news message?

Accepted Answer

A) A passive sequence 
B) An vertical sequence 
C)  An inductive sequence 
D)  A deductive sequence 
A) A passive sequence 
B) An vertical sequence 
C)  An inductive sequence 
D)  A deductive sequence

Question 16

_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.

Accepted Answer

A) Memos and email messages 
B) Face-to-face meetings and phone conversations 
C)  Faxes and voice messages 
D)  Reports and letters 
A) Memos and email messages 
B) Face-to-face meetings and phone conversations 
C)  Faxes and voice messages 
D)  Reports and letters

Question 17

How are routine messages about order and credit handled? What is an acknowledgment message?

Accepted Answer

Answers will vary. Routine messages, suc

Question 18

Describe the features of a good positive response to a routine request.

Accepted Answer

Answers will vary. A good response to a

Question 19

Neutral-news messages are not likely to generate an emotional reaction from receivers.

Accepted Answer

A) True 
 B)False

Question 20

Replies to requests for credit information are complicated.

Accepted Answer

A) True 
 B)False

Routine messages, such as customer order acknowledgments, are written inductively.

_____ reminds customers and clients that they made a good choice in selecting a company with which to do business, or it reminds them of the good qualities of their purchase.

Good-news messages present the main idea at the end.

Which of the following guidelines should be followed when extending credit?

Which of the following is true of a thank-you message?

What are the guidelines you should follow when extending credit?

In the context of procedural messages, describe the guidelines you should follow when writing instructions that require more than a few simple steps.

Managers must take special care in writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently.

Routine requests and favorable responses to them follow the _____.

A form message is a document that indicates an order has been received and is being processed.

Who among the following individuals follows good practice when sending a good-news message?

Describe form messages used for routine responses.

Positive responses to favor requests should not sound enthusiastic.

Mary, a team leader, wants to share information about a new bonus scheme with her team members. In this scenario, which of the following sequences should Mary follow to structure the good-news message?

_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.

How are routine messages about order and credit handled? What is an acknowledgment message?

Describe the features of a good positive response to a routine request.

Neutral-news messages are not likely to generate an emotional reaction from receivers.

Replies to requests for credit information are complicated.

Establishing a Framework for Business

Focusing on Interpersonal and Group Communication

Planning and Decision Making

Preparing Written Messages

Communicating Electronically

Delivering Bad-News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Resumes and Application Messages

Interviewing for a Job and Preparing Employment Messages

Filters

Exam 6: Delivering Good- and Neutral-News Messages

Routine messages, such as customer order acknowledgments, are written inductively.

_____ reminds customers and clients that they made a good choice in selecting a company with which to do business, or it reminds them of the good qualities of their purchase.

Good-news messages present the main idea at the end.

Which of the following guidelines should be followed when extending credit?

Which of the following is true of a thank-you message?

What are the guidelines you should follow when extending credit?

In the context of procedural messages, describe the guidelines you should follow when writing instructions that require more than a few simple steps.

Managers must take special care in writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently.

Routine requests and favorable responses to them follow the _____.

A form message is a document that indicates an order has been received and is being processed.

Who among the following individuals follows good practice when sending a good-news message?

Describe form messages used for routine responses.

Positive responses to favor requests should not sound enthusiastic.

Mary, a team leader, wants to share information about a new bonus scheme with her team members. In this scenario, which of the following sequences should Mary follow to structure the good-news message?

_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.

How are routine messages about order and credit handled? What is an acknowledgment message?

Describe the features of a good positive response to a routine request.

Neutral-news messages are not likely to generate an emotional reaction from receivers.

Replies to requests for credit information are complicated.

Establishing a Framework for Business

Focusing on Interpersonal and Group Communication

Planning and Decision Making

Preparing Written Messages

Communicating Electronically

Delivering Bad-News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Resumes and Application Messages

Interviewing for a Job and Preparing Employment Messages

Filters