Question 1

Why are appreciation messages important? What should they include?

Accepted Answer

It is important to recognize the contrib

Question 2

When making a routine request, you should

Accepted Answer

A)  explain the consequences of failing to comply. 
B)  demand immediate action. 
C)  assume that the audience is willing to comply. 
D)  use the inductive plan. 
A)  explain the consequences of failing to comply. 
B)  demand immediate action. 
C)  assume that the audience is willing to comply. 
D)  use the inductive plan.

Question 3

Routine, positive messages should do all of the following except

Accepted Answer

A)  communicate the information or positive news. 
B)  provide all required details. 
C)  use an indirect approach. 
D)  leave your reader with a good impression. 
A)  communicate the information or positive news. 
B)  provide all required details. 
C)  use an indirect approach. 
D)  leave your reader with a good impression.

Question 4

In the body of a routine request, you should

Accepted Answer

A)  give your sales pitch. 
B)  explain and justify your request. 
C)  beg the reader to grant your request. 
D)  explain what will happen if the audience does not do what you are asking. 
A)  give your sales pitch. 
B)  explain and justify your request. 
C)  beg the reader to grant your request. 
D)  explain what will happen if the audience does not do what you are asking.

Question 5

When asking questions in a request message

Accepted Answer

A)  begin with the least important question and work your way up to the most important. 
B)  weave your questions into the rest of the content of your message. 
C)  avoid any open-ended questions. 
D)  begin with the most important question. 
A)  begin with the least important question and work your way up to the most important. 
B)  weave your questions into the rest of the content of your message. 
C)  avoid any open-ended questions. 
D)  begin with the most important question.

Question 6

Friendly notes with no direct business purpose, such as those conveying congratulations or thanks, are called ________ messages.

Accepted Answer

The answer of Friendly notes with no direct business purpose,...

Question 7

When responding to claim letters, companies usually accept the customer's explanation of the problem.

Accepted Answer

A) True 
 B)False

Question 8

Explain what you should do when replying to a claim when the customer is at fault.

Accepted Answer

First you must decide whether the cost o

Question 9

If you request a recommendation from a person you haven't had contact with recently, you should

Accepted Answer

A)  use the bad-news approach. 
B)  use the persuasive approach. 
C)  use the opening of your letter to refresh the person's memory. 
D)  enclose a stamped, preaddressed envelope. 
A)  use the bad-news approach. 
B)  use the persuasive approach. 
C)  use the opening of your letter to refresh the person's memory. 
D)  enclose a stamped, preaddressed envelope.

Question 10

The categories of routine replies and positive messages include all of the following except

Accepted Answer

A)  answering requests for information and action. 
B)  refusing requests. 
C)  sending goodwill messages. 
D)  granting claims and adjustments. 
A)  answering requests for information and action. 
B)  refusing requests. 
C)  sending goodwill messages. 
D)  granting claims and adjustments.

Question 11

In responding favorably to a claim even though the customer was at fault, what should you try to accomplish in the body of your message?

Accepted Answer

In the body of the message, you want to

Question 12

It's best to back up all claims and requests for adjustments with invoices, sales receipts, and so on and to send copies to the company and keep the originals.

Accepted Answer

A) True 
 B)False

Question 13

You may need to obtain a letter of recommendation for a new job, a promotion, a scholarship, or ________ from a bank.

Accepted Answer

The answer of You may need to obtain a letter...

Question 14

Many routine requests have several parts. What guidelines should you keep in mind when your request contains a series of questions?

Accepted Answer

It is important to ask the most importan

Question 15

Because requests for recommendations are persuasive messages, you should use the indirect approach.

Accepted Answer

A) True 
 B)False

Question 16

As you explain and justify your request, you should try to point out how complying with the request could benefit the reader.

Accepted Answer

A) True 
 B)False

Question 17

When making a claim or requesting an adjustment from a company, you should document your initial complaint and every correspondence after that.

Accepted Answer

A) True 
 B)False

Question 18

The close of a routine reply or positive message should

Accepted Answer

A)  explain the reasons for any negative information you have included. 
B)  offer an explanation for why this decision was made. 
C)  clearly state who will do what next. 
D)  create some ambiguity, so the audience will be more likely to contact you. 
A)  explain the reasons for any negative information you have included. 
B)  offer an explanation for why this decision was made. 
C)  clearly state who will do what next. 
D)  create some ambiguity, so the audience will be more likely to contact you.

Question 19

If a customer requesting an adjustment is at fault for the problem, the one thing you should not do is

Accepted Answer

A)  refuse the claim, and politely point out the customer's mistake. 
B)  refuse the claim. 
C)  honor the claim, and politely point out the customer's mistake. 
D)  honor the claim grudgingly and show your resentment 
A)  refuse the claim, and politely point out the customer's mistake. 
B)  refuse the claim. 
C)  honor the claim, and politely point out the customer's mistake. 
D)  honor the claim grudgingly and show your resentment

Question 20

When answering requests and a potential sale is involved, one important goal is to

Accepted Answer

A)  leave your audience with a good impression of you and your firm. 
B)  use hard sell techniques to pressure the reader into making the purchase. 
C)  provide negative information about any possible competitors. 
D)  none of the above. 
A)  leave your audience with a good impression of you and your firm. 
B)  use hard sell techniques to pressure the reader into making the purchase. 
C)  provide negative information about any possible competitors. 
D)  none of the above.

Exam 8: Writing Routine and Positive Messages

Why are appreciation messages important? What should they include?

When making a routine request, you should

Routine, positive messages should do all of the following except

In the body of a routine request, you should

When asking questions in a request message

Friendly notes with no direct business purpose, such as those conveying congratulations or thanks, are called ________ messages.

When responding to claim letters, companies usually accept the customer's explanation of the problem.

Explain what you should do when replying to a claim when the customer is at fault.

If you request a recommendation from a person you haven't had contact with recently, you should

The categories of routine replies and positive messages include all of the following except

In responding favorably to a claim even though the customer was at fault, what should you try to accomplish in the body of your message?

It's best to back up all claims and requests for adjustments with invoices, sales receipts, and so on and to send copies to the company and keep the originals.

You may need to obtain a letter of recommendation for a new job, a promotion, a scholarship, or ________ from a bank.

Many routine requests have several parts. What guidelines should you keep in mind when your request contains a series of questions?

Because requests for recommendations are persuasive messages, you should use the indirect approach.

As you explain and justify your request, you should try to point out how complying with the request could benefit the reader.

When making a claim or requesting an adjustment from a company, you should document your initial complaint and every correspondence after that.

The close of a routine reply or positive message should

If a customer requesting an adjustment is at fault for the problem, the one thing you should not do is

When answering requests and a potential sale is involved, one important goal is to

Achieving Success Through Effective Business Communication

Mastering Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Finding, Evaluating, and Processing Information

Designing Visual Communication

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing Oral and Online Presentations

Enhancing Presentations With Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

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