Deck 8: Positive Messages

Question 1

A phone call or face-to-face visit is a better channel choice than e-mail when you need to

A) convey enthusiasm, warmth, or another emotion.
B) smooth over disagreements.
C) supply a context.
D) All of these choices.

Answer 1

D

Question 2

Allison is writing a recommendation for one of her former employees.What is the best communication channel for Allison to use to send this message to a potential employer?

A) E-mail
B) Fax
C) Bound report
D) Letter

Answer 2

D

Question 3

Which of the following is a command disguised as a polite request?

A) I need your sales data by tomorrow.
B) Will you please send my order by USPS Priority Mail.
C) Can you meet this month's deadline?
D) Bring a copy of the report to today's meeting.

Answer 3

B

Question 4

Madison is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients.What will she do first in this phase?

A) Analyze the purpose of her letter.
B) Collect any necessary information.
C) Proofread her first draft.
D) Compose the final draft of the letter.

Question 5

The majority of your writing on the job will involve

A) negative messages.
B) routine, positive messages.
C) persuasive messages.
D) entertaining messages.

Question 6

The best business writers do what in the opening paragraph of a routine request message?

A) Identify themselves by name and title.
B) State immediately why they are writing.
C) Tell a story about the background of the situation.
D) Greet the reader warmly by asking how he or she is doing.

Question 7

Natalie is writing a routine e-mail request.The main idea or purpose of her message should be placed in

A) the body.
B) the opening.
C) an attachment.
D) the closing.

Question 8

What is the first question you should ask yourself as you begin to prepare a message?

A) How will the reader react?
B) How can I impress my reader?
C) Do I really need to write this e-mail, memo, or letter?
D) How can I save my reader's time?

Question 9

Henry is working on a business letter and is in the third phase of the 3-x-3 writing process.He has already revised his letter for clarity and has proofread the letter for correctness.What work remains for Henry in this phase?

A) Decide on the letter's organization.
B) Prepare a cluster diagram.
C) Evaluate the effectiveness of the letter from the reader's standpoint.
D) Check for typos.

Question 10

Routine request and response messages should be written using

A) the indirect strategy.
B) persuasive techniques.
C) the direct strategy.
D) pretty, scented stationery.

Question 11

Which of the following is the best example of placing the most important information first in a routine information request message?

A) I am writing this e-mail message to ask for information about some of your products.
B) Our manager recently gave his staff approval to purchase new office printers.
C) Hi, my name is Charlie Shi, and I have been asked to write to you directly.
D) Please answer the following questions about your office printers.

Question 12

Which statement about formatting business letters is most accurate?

A) The format of a business letter is not important; it is the content of the letter that matters.
B) Block style means that a business letter contains justified (even) right and left margins.
C) A carefully formatted letter reflects the writer's carefulness and experience.
D) A justified right margin improves the readability of a business letter.

Question 13

Mitchell has decided to write a letter to a local company to ask about internship opportunities.What should he do first?

A) Prepare the rough draft.
B) Look up the company's address.
C) Decide how he will encourage feedback.
D) Analyze the purpose of the letter and the reader.

Question 14

Katelyn booked a hotel through a local travel agency.Her accommodations were not as the agent described.Although she stayed in the hotel, she was dissatisfied and believes that the agent is at fault.The best way for Katelyn to communicate her unhappiness with the accommodations would be to

A) write a memo to the travel agent who booked her hotel.
B) send an e-mail message to the travel agent who booked her hotel.
C) telephone the Better Business Bureau to make a complaint about the travel agency.
D) write a letter to the travel agent who booked her hotel.

Question 15

For which of the following situations would a letter be more appropriate than an e-mail message?

A) Requesting information about a product
B) Replying to a customer's e-mail asking about available shipping methods
C) Thanking your boss for a birthday gift she gave you
D) Telling all employees how to purchase parking permits

Question 16

What is the most accurate statement about memos in the workplace?

A) E-mail has made memos completely obsolete.
B) Memos are still used more than e-mail in today's workplace.
C) Memos remain useful for internal messages that require a permanent record or formality.
D) Memos are primarily useful for sending confidential and sensitive information to external readers.

Question 17

What is the best communication channel to use when a persuasive, well-considered message is required?

A) E-mail
B) Letter
C) Memo
D) Text message

Question 18

Richard wants to make sure that a business letter he is sending to a client is properly formatted.What should he do?

A) Use even (justified) right and left margins for a professional look.
B) Use block style or another accepted business letter format.
C) Place the letter as close to the top of the page as possible, no matter its length.
D) All of these choices

Question 19

Business letters are preferred over e-mail messages when

A) a permanent record is required.
B) confidentiality is paramount.
C) formality and sensitivity are essential.
D) all of these choices.

Question 20

Chandra wants to give her employees a brief update about an upcoming sales promotion.What is the best communication channel for Chandra to use to send this message to her employees?

A) E-mail
B) Fax
C) Bound report
D) Letter

Question 21

Where should deadlines and action information be placed in a routine request message?

A) In the introduction
B) In the body
C) In the closing
D) In a P.S. to the message

Question 22

Which of the following is the best opening sentence for a routine response message?

A) Here are the answers to the questions you asked about our storage products.
B) Thank you for your e-mail message of November 5.
C) We look forward to helping you with all of your storage needs.
D) Your e-mail of November 5 was forwarded to me.

Question 23

Which of the following is the best example of a situation justifying a direct claim?

A) The transmission in your car gave out within the warranty period.
B) A shipment arrived two weeks after it was promised.
C) Your credit card was billed twice for a purchase you made.
D) All of these choices are examples of direct claims.

Question 24

What is the best advice for writing the body of a routine request message?

A) Avoid using graphic devices such as lists or headings because they might confuse the reader.
B) Remember that the quality of the information obtained from the request depends on the clarity of your inquiry.
C) Make sure that the body is no longer than one paragraph.
D) Use the reader's name several times in the body to personalize your message.

Question 25

The body of a routine request or response message should

A) present details that explain your request or response.
B) request action from the reader.
C) give any deadline dates.
D) reveal for the first time why you are writing.

Question 26

Which of the following statements about direct claims is most accurate?

A) Written claims are taken more seriously than claims made by phone or e-mail.
B) Direct claims require persuasion.
C) When you have a direct claim, your first step should always be to write a claim letter.
D) Direct claims should be written using the indirect pattern.

Question 27

The opening of a direct claim letter should

A) explain the problem in detail and justify your request.
B) use an angry tone to show the reader that you are serious.
C) open with a clear statement of the problem or with the action you want the receiver to take.
D) remain vague to allow the reader to decide on a remedy for the problem.

Question 28

Instruction messages are used to

A) establish rules of conduct to be followed within an organization.
B) explain clearly how to complete a task.
C) entertain customers by being witty and clever.
D) All of these choices.

Question 29

Which of the following is the best closing for a direct claim letter?

A) Thank you in advance for your consideration in this matter.
B) Please credit $24 to my account by March 31, when my next billing cycle begins.
C) If I don't get a refund by March 31, I will contact my attorney.
D) I look forward to having this adjustment made as soon as possible.

Question 30

Gemma is writing an e-mail message to a company to ask about its software for removing malware (malicious software)from her company's network.Which is the best opening statement for her letter?

A) I read about your new malware removal program on TechnologyReview.com.
B) Our company has recently become the victim of malware, and I have been assigned to do something about it.
C) Please answer the following questions about your new malware removal program.
D) I am hoping you will be able to provide more information about one of your new products.

Question 31

You must ask a series of questions in a routine request e-mail message.What is the best way to present these questions?

A) In a paragraph in the body of your letter
B) In a separate attached document
C) In a bulleted or numbered list in the body of your letter
D) In the closing paragraph of your letter so that they're not overlooked

Question 32

What should you do in the body of a direct claim letter?

A) Mention that you have enclosed copies of all pertinent documents.
B) Show that you are angry about the situation so that you will be taken seriously.
C) Mention the name of the person who is to blame for the problem.
D) All of these choices should be included in the body of a straightforward claim letter.

Question 33

Messages explaining instructions will be most readable if you

A) divide the instructions into steps and list the steps in the order in which they are to be performed.
B) the steps are arranged vertically with numbers.
C) begin each step with an action verb using the imperative (command) mood rather than the indicative mood.
D) All of these choices.

Question 34

Which of the following is the best opening for a direct claim letter?

A) I have been a loyal customer of Café Divine for many years.
B) Please credit my Visa account for $24, the amount I was overcharged on February 21.
C) I was extremely disappointed to be overcharged on my dinner bill.
D) All of these choices are effective openings for a routine claim letter.

Question 35

Which of the following is the best closing sentence for a message requesting information?

A) Thank you in advance for your cooperation.
B) Your answers to these questions by April 30 will help us decide which product to purchase.
C) Thank you.
D) If you have any questions, please do not hesitate to call me.

Question 36

Instruction messages should be written

A) using a straightforward, direct approach.
B) using an indirect approach.
C) persuasively.
D) with a focus on humor and entertainment.

Question 37

Which of the following is the most effective subject line for a routine response message?

A) This is a reply to your October 14 e-mail message.
B) Reply to Your E-Mail Message
C) Your June 5 Inquiry About Venice Travel Packages
D) URGENT!!

Question 38

Daniel is writing an e-mail message asking for information and wants so show appreciation to his reader in the closing.Which of the following statements best shows his appreciation?

A) Thank you for your cooperation.
B) I appreciate this information because it will allow me to make an effective decision about which plan to choose.
C) Thank you in advance for all you have done for me.
D) All of these choices are effective for showing appreciation.

Question 39

What is the least accurate statement about routine response messages?

A) A response message written on company stationery or sent using a company e-mail address is a legally binding contract.
B) In addition to supplying answers, a response message should promote your organization and products.
C) Routine response messages generally use the indirect organizational pattern.
D) Use the subject line of a reply letter to refer to an earlier correspondence so that you can omit this reference in the opening of your letter.

Question 40

Which of the following instructions is in the imperative (command)mood?

A) Your report should be submitted by Friday.
B) The fourth step involves rebooting your computer.
C) Sign and date the agreement.
D) All of these choices are in the imperative mood.

Question 41

When should you send a thank-you note?

A) When someone gives you a gift
B) When someone does a favor for you
C) When you have been someone's guest
D) You should write a thank-you note for all of these.

Question 42

One advantage of hard-copy memos over e-mail messages is that the sender and receiver of memos are always recognizable.

Question 43

Most routine request and response messages should be organized using the indirect strategy.

Question 44

Most internal messages are exchanged as e-mails or letters.

Question 45

Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.

Question 46

Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, when formality is necessary, and when a message requires a persuasive, well-considered presentation.

Question 47

The best goodwill messages concentrate on the five Ss.Which of the following is not one of the five Ss?

A) Specific
B) Savvy
C) Spontaneous
D) Short

Question 48

Block style, in which the parts of a letter are set flush left at the page, is a popular business letter format.

Question 49

Which of the following is not a goal in writing adjustment messages?

A) To rectify a wrong, if one exists
B) To regain the confidence of the customer
C) To avoid future correspondence with the customer
D) To promote future business

Question 50

What is the most accurate statement about goodwill messages?

A) Goodwill messages are obsolete in today's fast-paced society.
B) You'll make a better impression by giving a ready-made card or calling the person than by writing your own message.
C) Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured.
D) Most communicators find it easier to write goodwill messages than other types of business documents.

Question 51

When writing a routine information or action-request message, whenever possible, focus on benefits to you, the writer.

Question 52

As you prepare to write a business message, you should first ask, "What communication channel should I use?"

Question 53

Polite requests, such as Will you please send a catalog, require a question mark.

Question 54

Most business messages are positive, straightforward communications that conduct everyday business and convey goodwill.

Question 55

Which of the following is the best closing for an adjustment message?

A) We apologize for any inconvenience this has caused.
B) We are deeply sorry for this unfortunate event.
C) We hope that this refund check proves our commitment to providing excellent customer service.
D) If you have any questions, please do not hesitate to call.

Question 56

Which of the following is the best statement to include in a goodwill message?

A) You must be so excited. I remember how I felt when I finally earned my master's degree.
B) Thank you for the wonderful birthday gift.
C) Good luck in the future.
D) We are so sorry, Marti, to learn of the loss of your husband Rich.

Question 57

What should you do in the body of an adjustment letter?

A) Explain who specifically is to blame for the problem.
B) Explain how you are complying with the claim.
C) Promise the customer that the problem will never happen again.
D) Apologize profusely.

Question 58

Most international business messages

A) tend to be written in an informal, conversational manner.
B) should be written following generally accepted principles for writing American business letters.
C) use active-voice constructions.
D) should conform to the conventions of the receiver's country.

Question 59

Which of the following statements about formatting international business messages is most accurate?

A) The placement and arrangement of letter addresses and closing lines in business letters are the same worldwide.
B) For clarity, dates should be expressed in figure format.
C) If a letter is important, have someone familiar with local customs read and revise it.
D) Business letters worldwide are typewritten and single-spaced.

Question 60

Which of the following is the best opening for an adjustment message?

A) We appreciate your message of March 2 wherein you let us know what happened while dining with us last month.
B) We have credited your account for $24 to refund your dining bill.
C) We are so sorry that you had a bad experience while dining with us last month.
D) Although we generally don't offer refunds, we're willing to make an exception in this case.

Question 61

Instruction messages are identical to policy and official procedure documents.

Question 62

An effective opener for a message replying to a customer's request might be Your e-mail message of August 7, in which you request information about our new line of Flip digital video recorders, was forwarded to me.

Question 63

Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.

Question 64

We apologize for any inconvenience this may have caused is a professional, sincere way to apologize in an adjustment message.

Question 65

Delay in writing a claim letter makes the claim appear less important to the receiver.

Question 66

Subject lines are used in e-mail messages and memos but never in letters.

Question 67

A phone call is usually taken more seriously than a written claim letter because the phone call represents personal communication.

Question 68

Straightforward, direct claims are those to which you expect the receiver to agree readily.

Question 69

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

Question 70

A message granting an adjustment or a claim should be arranged using the direct pattern.

Question 71

Instructions will be most readable if the steps are presented in a horizontal list.

Question 72

Pull the red lever is an example of an instruction in the imperative mood.

Question 73

When replying to a customer's request for information, supply only the answers.Promoting your organization and products might appear to be pushy to the reader.

Question 74

Please provide answers to these questions by August 15 to allow us to make a decision before our next fiscal year begins is an effective closing for a letter requesting action.

Question 75

Action information, including deadline dates, should be placed in the body of a routine request message.

Question 76

Typically, when you have a legitimate claim, you can expect a positive response from a company.

Question 77

If you analyze your needs, organize your ideas, and frame your request logically, your routine request message will not require a follow-up message and will receive a meaningful answer.

Question 78

Very few businesses make adjustments promptly.

Question 79

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

Question 80

A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.