Question 1

When delays are routine and expected and do not pose a serious problem, you should use the indirect approach.

Accepted Answer

A) True 
 B)False

Question 2

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

Accepted Answer

A)  Your preparation of estimates by June 13 will enable us to choose a contractor by the month-end. 
B)  A prompt reply to the request we have put forward will be highly appreciated. 
C)  Thank you in advance for your help. 
D)  Hoping to hear from you soon. 
E)  I must have these cost estimates ASAP. 
A)  Your preparation of estimates by June 13 will enable us to choose a contractor by the month-end. 
B)  A prompt reply to the request we have put forward will be highly appreciated. 
C)  Thank you in advance for your help. 
D)  Hoping to hear from you soon. 
E)  I must have these cost estimates ASAP.

Question 3

Even though the basic objective of granting an adjustment is good news, some negative thoughts may remain.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is the most appropriate beginning for a typical routine inquiry message?

Accepted Answer

A)  An explanation of a problem or situation 
B)  A buffer designed to set up persuasive efforts 
C)  An persuasive opening using the indirect approach 
D)  A brief statement to orient the reader 
E)  An off-subject, friendly introduction 
A)  An explanation of a problem or situation 
B)  A buffer designed to set up persuasive efforts 
C)  An persuasive opening using the indirect approach 
D)  A brief statement to orient the reader 
E)  An off-subject, friendly introduction

Question 5

Which of the following guidelines should be followed when writing an order acknowledgement message?

Accepted Answer

A)  Begin the message with good news. 
B)  Use the we-viewpoint. 
C)  Open the message with additional promotional material. 
D)  Refrain from mentioning a delay if it is expected. 
E)  Avoid wasting time in building goodwill. 
A)  Begin the message with good news. 
B)  Use the we-viewpoint. 
C)  Open the message with additional promotional material. 
D)  Refrain from mentioning a delay if it is expected. 
E)  Avoid wasting time in building goodwill.

Question 6

Which of the following sentences will be most effective in attracting attention for a routine inquiry about an advertised product?

Accepted Answer

A)  There is some information that I need from you. 
B)  Could you please answer the following questions regarding the Mir-Cal product advertised in last Sunday's Potterville Times? 
C)  I saw your recent advertisement on Mir-Cal fabric and want to know some of the facts about it. 
D)  Mir-Cal fabric appears to meet our needs well, and I should like to know more about it. 
E)  Please refer to your July 1 advertisement about Mir-Cal fabric. 
A)  There is some information that I need from you. 
B)  Could you please answer the following questions regarding the Mir-Cal product advertised in last Sunday's Potterville Times? 
C)  I saw your recent advertisement on Mir-Cal fabric and want to know some of the facts about it. 
D)  Mir-Cal fabric appears to meet our needs well, and I should like to know more about it. 
E)  Please refer to your July 1 advertisement about Mir-Cal fabric.

Question 7

Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings will be most effective in this situation?

Accepted Answer

A)  I have received your August 4 message in which you ask... 
B)  Thank you for your August 4 message. 
C)  Thank you for awaiting our approval. 
D)  Yes, you may use the company's logo in promotional materials for... 
E)  We have given your question some thought... 
A)  I have received your August 4 message in which you ask... 
B)  Thank you for your August 4 message. 
C)  Thank you for awaiting our approval. 
D)  Yes, you may use the company's logo in promotional materials for... 
E)  We have given your question some thought...

Question 8

Which of the following is the most effective method of making questions stand out in a routine message?

Accepted Answer

A)  Combining two or more questions in a sentence 
B)  Avoiding the use of bullets 
C)  Placing all the questions in a single paragraph 
D)  Structuring questions in true question form 
E)  Including three to four questions in each paragraph 
A)  Combining two or more questions in a sentence 
B)  Avoiding the use of bullets 
C)  Placing all the questions in a single paragraph 
D)  Structuring questions in true question form 
E)  Including three to four questions in each paragraph

Question 9

An order acknowledgment message begins with good news and ends on a goodwill note.

Accepted Answer

A) True 
 B)False

Question 10

How does the assessment of a reader's likely reaction influence the construction of a business message?

Accepted Answer

Writing any messages other than those fo

Question 11

When is it best to use the indirect approach in creating a message?

Accepted Answer

A)  When the message is likely to evoke a negative response from the reader 
B)  When the message requests for routine information 
C)  When the message informs the reader about good news 
D)  When the message is intended for an audience who prefers to get to the main point at the earliest 
E)  When the message is likely to evoke a neutral response 
A)  When the message is likely to evoke a negative response from the reader 
B)  When the message requests for routine information 
C)  When the message informs the reader about good news 
D)  When the message is intended for an audience who prefers to get to the main point at the earliest 
E)  When the message is likely to evoke a neutral response

Question 12

Which of the following guidelines should be followed when granting an adjustment?

Accepted Answer

A)  You should use negative words if the reader has accused you or your company. 
B)  You should place the blame squarely on the reader. 
C)  You should use words which show that you are ready to look beyond the reader's faults. 
D)  You should try to regain any confidence that the reader may have lost from the experience. 
E)  You should avoid using reader-centered language. 
A)  You should use negative words if the reader has accused you or your company. 
B)  You should place the blame squarely on the reader. 
C)  You should use words which show that you are ready to look beyond the reader's faults. 
D)  You should try to regain any confidence that the reader may have lost from the experience. 
E)  You should avoid using reader-centered language.

Question 13

Internal operational communications are highly casual exchanges between employees of the same company.

Accepted Answer

A) True 
 B)False

Question 14

A message granting an adjustment should be written in the indirect order.

Accepted Answer

A) True 
 B)False

Question 15

The _____ approach is best when a message is likely to evoke a positive response from the reader.

Accepted Answer

A)  roundabout 
B)  direct 
C)  mixed 
D)  ambiguous 
E)  passive 
A)  roundabout 
B)  direct 
C)  mixed 
D)  ambiguous 
E)  passive

When delays are routine and expected and do not pose a serious problem, you should use the indirect approach.

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

Even though the basic objective of granting an adjustment is good news, some negative thoughts may remain.

Which of the following is the most appropriate beginning for a typical routine inquiry message?

Which of the following guidelines should be followed when writing an order acknowledgement message?

Which of the following sentences will be most effective in attracting attention for a routine inquiry about an advertised product?

Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings will be most effective in this situation?

Which of the following is the most effective method of making questions stand out in a routine message?

An order acknowledgment message begins with good news and ends on a goodwill note.

How does the assessment of a reader's likely reaction influence the construction of a business message?

When is it best to use the indirect approach in creating a message?

Which of the following guidelines should be followed when granting an adjustment?

Internal operational communications are highly casual exchanges between employees of the same company.

A message granting an adjustment should be written in the indirect order.

The _____ approach is best when a message is likely to evoke a positive response from the reader.

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Writing for a Positive Effect

Developing Your Writing Process and Choosing the Best Form

Maintaining Goodwill in Bad-News Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters

Exam 7: Getting to the Point in Good-News and Neutral Messages

When delays are routine and expected and do not pose a serious problem, you should use the indirect approach.

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

Even though the basic objective of granting an adjustment is good news, some negative thoughts may remain.

Which of the following is the most appropriate beginning for a typical routine inquiry message?

Which of the following guidelines should be followed when writing an order acknowledgement message?

Which of the following sentences will be most effective in attracting attention for a routine inquiry about an advertised product?

Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings will be most effective in this situation?

Which of the following is the most effective method of making questions stand out in a routine message?

An order acknowledgment message begins with good news and ends on a goodwill note.

How does the assessment of a reader's likely reaction influence the construction of a business message?

When is it best to use the indirect approach in creating a message?

Which of the following guidelines should be followed when granting an adjustment?

Internal operational communications are highly casual exchanges between employees of the same company.

A message granting an adjustment should be written in the indirect order.

The _____ approach is best when a message is likely to evoke a positive response from the reader.

Understanding Workplace Communication

Communicating Across Cultures

Adapting Your Words to Your Readers

Constructing Clear Sentences and Paragraphs

Writing for a Positive Effect

Developing Your Writing Process and Choosing the Best Form

Maintaining Goodwill in Bad-News Messages

Making Your Case With Persuasive Messages and Proposals

Conducting a Winning Job Campaign

Preparing Informative and Influential Business Reports

Choosing the Right Type of Report

Conducting Research for Decision Makers

Using Visuals to Make Your Point

Communicating Effectively in Meetings and Conversations

Delivering Oral Reports and Business Speeches

Leveraging Technology for Better Writing

Conveying Professionalism Through Correctness

Filters