Question 1

Which of the following is NOT a standard guide word for a memo?

Accepted Answer

A) to 
B) from 
C) topic 
D) date 
A) to 
B) from 
C) topic 
D) date C

Question 2

For which of the following should you use the direct strategy?

Accepted Answer

A) negative responses to inquiries and requests 
B) refused claims 
C) persuasive messages 
D) none of these 
A) negative responses to inquiries and requests 
B) refused claims 
C) persuasive messages 
D) none of these D

Question 3

Which is the best strategy when there is significant damage or injury?

Accepted Answer

A) no apology 
B) a partial apology 
C) a full apology 
D) none of these 
A) no apology 
B) a partial apology 
C) a full apology 
D) none of these B

Question 4

"Please do not hesitate to contact me" is preferred over "Please contact me" because it sounds more businesslike.

Accepted Answer

A) True 
 B)False

Question 5

An indirect approach in responses to inquiries should have reasons for denying the request followed by the refusal.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following items should appear in the close of a letter denying a claim?

Accepted Answer

A) an apology 
B) effort at resale 
C) an explanation of why the claim was denied 
D) an offer to set up a meeting to discuss the claim 
A) an apology 
B) effort at resale 
C) an explanation of why the claim was denied 
D) an offer to set up a meeting to discuss the claim

Question 7

The "you" attitude ______.

Accepted Answer

A) adapts the message to the reader 
B) influences the format of the message 
C) subordinates negative information 
D) all of these 
A) adapts the message to the reader 
B) influences the format of the message 
C) subordinates negative information 
D) all of these

Question 8

Most claim refusal letters should close with an apology.

Accepted Answer

A) True 
 B)False

Question 9

Although a claim letter deals with something negative,it should be written directly.

Accepted Answer

A) True 
 B)False

Question 10

"BILL" stands for ______.

Accepted Answer

A) Big Idea at Long Last 
B) Big Idea a Little Later 
C) Best Idea a Lot Later 
D) Big Idiom a Little Later 
A) Big Idea at Long Last 
B) Big Idea a Little Later 
C) Best Idea a Lot Later 
D) Big Idiom a Little Later

Question 11

While notification and announcement memos are appropriate for groups,requests for action can be directed only to individuals.

Accepted Answer

A) True 
 B)False

Question 12

The closing of an inquiry letter should ______.

Accepted Answer

A) build goodwill 
B) demand a speedy reply 
C) summarize the main points 
D) provide a phone number 
A) build goodwill 
B) demand a speedy reply 
C) summarize the main points 
D) provide a phone number

Question 13

In a persuasive request,it is not a good idea to anticipate and answer the possible objections the reader might raise.

Accepted Answer

A) True 
 B)False

Question 14

Which strategy is used for messages that convey good news?

Accepted Answer

A) direct strategy 
B) indirect strategy 
C) vertical strategy 
D) horizontal strategy 
A) direct strategy 
B) indirect strategy 
C) vertical strategy 
D) horizontal strategy

Question 15

When writing a positive response to an inquiry,______.

Accepted Answer

A) the opening should contain a buffer 
B) the organization of the body should be indirect 
C) the organization of the body should depend on the inquiry 
D) the closing should contain an apology 
A) the opening should contain a buffer 
B) the organization of the body should be indirect 
C) the organization of the body should depend on the inquiry 
D) the closing should contain an apology

Question 16

When contacting a boss by memo or e-mail,strategic writers also should copy their immediate supervisors.

Accepted Answer

A) True 
 B)False

Question 17

The basis for making organizational decisions when composing a business message is the "you" attitude.

Accepted Answer

A) True 
 B)False

Question 18

For which of the following should you use the indirect strategy?

Accepted Answer

A) inquiries 
B) positive responses to claims 
C) requests 
D) none of these 
A) inquiries 
B) positive responses to claims 
C) requests 
D) none of these

Question 19

Negative news should be stated in the middle of the body paragraph of an indirect message.

Accepted Answer

A) True 
 B)False

Question 20

An apology should include which of the following?

Accepted Answer

A) minimization of the wrongdoing 
B) acceptance of responsibility 
C) admission that the offense might be repeated 
D) all these 
A) minimization of the wrongdoing 
B) acceptance of responsibility 
C) admission that the offense might be repeated 
D) all these

Which of the following is NOT a standard guide word for a memo?

For which of the following should you use the direct strategy?

Which is the best strategy when there is significant damage or injury?

"Please do not hesitate to contact me" is preferred over "Please contact me" because it sounds more businesslike.

An indirect approach in responses to inquiries should have reasons for denying the request followed by the refusal.

Which of the following items should appear in the close of a letter denying a claim?

The "you" attitude ______.

Most claim refusal letters should close with an apology.

Although a claim letter deals with something negative,it should be written directly.

"BILL" stands for ______.

While notification and announcement memos are appropriate for groups,requests for action can be directed only to individuals.

The closing of an inquiry letter should ______.

In a persuasive request,it is not a good idea to anticipate and answer the possible objections the reader might raise.

Which strategy is used for messages that convey good news?

When writing a positive response to an inquiry,______.

When contacting a boss by memo or e-mail,strategic writers also should copy their immediate supervisors.

The basis for making organizational decisions when composing a business message is the "you" attitude.

For which of the following should you use the indirect strategy?

Negative news should be stated in the middle of the body paragraph of an indirect message.

An apology should include which of the following?

Communicating in Contemporary Organizations

Understanding the Managerial Communication Process

Communicating With Technology

Managing Meetings and Teams

Making Presentations

Communicating Visually

Writing in the Workplace

Writing Reports and Proposals

Listening

Communicating Nonverbally

Communicating Across Cultures

Managing Conflict

Negotiating

Conducting Interviews

Filters

Exam 8: Writing Routine Messages

Which of the following is NOT a standard guide word for a memo?

For which of the following should you use the direct strategy?

Which is the best strategy when there is significant damage or injury?

"Please do not hesitate to contact me" is preferred over "Please contact me" because it sounds more businesslike.

An indirect approach in responses to inquiries should have reasons for denying the request followed by the refusal.

Which of the following items should appear in the close of a letter denying a claim?

The "you" attitude ______.

Most claim refusal letters should close with an apology.

Although a claim letter deals with something negative,it should be written directly.

"BILL" stands for ______.

While notification and announcement memos are appropriate for groups,requests for action can be directed only to individuals.

The closing of an inquiry letter should ______.

In a persuasive request,it is not a good idea to anticipate and answer the possible objections the reader might raise.

Which strategy is used for messages that convey good news?

When writing a positive response to an inquiry,______.

When contacting a boss by memo or e-mail,strategic writers also should copy their immediate supervisors.

The basis for making organizational decisions when composing a business message is the "you" attitude.

For which of the following should you use the indirect strategy?

Negative news should be stated in the middle of the body paragraph of an indirect message.

An apology should include which of the following?

Communicating in Contemporary Organizations

Understanding the Managerial Communication Process

Communicating With Technology

Managing Meetings and Teams

Making Presentations

Communicating Visually

Writing in the Workplace

Writing Reports and Proposals

Listening

Communicating Nonverbally

Communicating Across Cultures

Managing Conflict

Negotiating

Conducting Interviews

Filters