Deck 6: Neutral-And-Positive-Messages

Question 1

The first paragraph of a positive reply should build goodwill by approaching the topic in an indirect manner.

Answer 1

False

Question 2

Instant messaging is a good choice for simple or complex messages that require quick responses.

Answer 2

False

Question 3

When writing a reply,you can build goodwill for your company or product by including extensive sales promotion details.

Answer 3

False

Question 4

Research shows that many customers expect a response to a request within 24 hours.

Question 5

A reply that grants the reader's request should follow the direct organizational pattern.

Question 6

A request letter does not need to contain background information for the reader.

Question 7

A request typically begins by stating and justifying the requested deadline.

Question 8

Discussing reader benefits encourages the reader to comply with your request.

Question 9

In the closing of a neutral message,write in a friendly,positive tone,and express appreciation for the assistance you are requesting.

Question 10

When you use the direct organizational plan for a neutral message,you present the details before the primary idea.

Question 11

A polite request phrased as a question out of courtesy must end with a question mark.

Question 12

Put yourself in the reader's position to think about what information you should include in a request so the reader can respond appropriately.

Question 13

Because neutral messages address readers inside the organization,they are inappropriate for external readers.

Question 14

When writing a reply,use objective,clear language to answer the reader's implied and stated questions.

Question 15

When you believe that the reader will not need persuasion to do what you ask,you can use a neutral message.

Question 16

You can begin a request with a direct question,a statement,or a polite explanation.

Question 17

In a reply,avoid answering a reader's question if the answer is not what the reader wants to know.

Question 18

The reader is less likely to omit a response to one question if you number all your questions in a neutral message.

Question 19

Because IMs are personalized,you may want to use them in ways that reflect your own personality rather than the norms of business communication in your specific organization.

Question 20

Consider writing a neutral message when you want a permanent record of the content or when you need to reach many employees at once.

Question 21

Companies typically respond to critical online customer feedback,but they ignore highly positive posts because the customer is already well satisfied.

Question 22

Some customer requests are so trivial or misguided that it's appropriate to make a terse reply.

Question 23

Goodwill messages may convey congratulations,sympathy,or rejection.

Question 24

An effective response to a customer inquiry includes personalized,thorough information.

Question 25

A simple request should be treated as an opportunity to conduct extensive sales and promotion activities.

Question 26

Before announcing the "good news" in your response to a request,you need to write a sentence or two to provide context and acknowledge that you received the request.

Question 27

When using IM,avoid abbreviations,such as "u" and "r" unless the recipient has used them first.

Question 28

Whether you use email or IMs,you should avoid opening attachments unless you trust the source.

Question 29

Using IM allows you to avoid the hassle of following grammar and punctuation standards.

Question 30

An appropriate company response to a social media post that contains factual errors is to provide the facts that have been misrepresented.

Question 31

Recognition notes should be handwritten,but not sent electronically.

Question 32

Smart companies monitor and respond to all social media posts about the company.

Question 33

Almost any nickname or cute handle will work as a screen name for using IM at work.

Question 34

Write a friendly,personalized closing to every reply,rather than relying on clichés.

Question 35

Customers may expect a response to their online requests within an hour or two.

Question 36

Companies should respond quickly to any social media post that is degrading or insulting.

Question 37

When initiating an IM,follow the grammar,punctuation,and capitalization standards within the organization.

Question 38

IMs are quick,short,and once sent are gone forever.

Question 39

To save time on responses,create a form letter that begins "Dear Sir or Madam" that can be used for a variety of situations.

Question 40

Recognition notes are typically sent to an employee's supervisor,who may decide not to show the employee mentioned in the note.

Question 41

You should use the direct organizational plan when you

A)are not able to grant a customer's request.
B)expect resistance and must persuade someone to do what you ask.
C)must describe situations that are delicate or confidential.
D)are explaining an important decision that will adversely affect the reader.
E)are conveying routine information in which the reader is interested.

Question 42

"No Response" ignoring)is a valid option for companies finding positive comments online.

Question 43

You should start a request

A)by asking for an immediate response.
B)with the request,which is the main idea.
C)with a rhetorical question to attract reader attention.
D)by explaining why you need the information you're requesting.
E)with a sentence of appreciation for the reader's cooperation.

Question 44

Because it requires no extra effort for the sender or receiver,a phone call is a more thoughtful way to convey a goodwill message than a written note.

Question 45

Goodwill messages have no business objectives.

Question 46

You should send congratulatory notes for major business achievements to suppliers and customers,but not to coworkers.

Question 47

Which of the following is an example of a polite request?

A)Would you please provide information about your new digital camera.
B)You need to send me more information about your digital camera product line.
C)When will you mail the requested information about the digital camera?
D)Your digital camera may be what our desktop publishing department needs.
E)Thank you for providing the information by March 15.

Question 48

A request is not neutral if you

A)believe that the reader will object to granting your request.
B)anticipate no resistance from the reader responding to your request.
C)think the reader will appreciate the opportunity to comply with your request.
D)are making a simple request without persuasion.
E)put a direct question or polite request in the first sentence or two.

Question 49

When writing about an emotional event such as someone's serious illness,use strong,formal language and avoid referring to the person or event in direct terms.

Question 50

Which of the following messages is not considered neutral?

A)a consumer complaining about a minor product defect
B)a manager notifying employees of a small policy change
C)top management announcing a decision to close a factory
D)a customer applying for a store credit card
E)a government agency responding to a request for a brochure

Question 51

Handwritten thank-you notes appear more personalized and sincere than typed thank-you notes.

Question 52

When writing a sympathy note,do not dwell on your memories of the person who died.

Question 53

One advantage of the direct organizational plan is that it

A)gives reasons up front to prepare the reader for negative news.
B)positions the major news first.
C)results in shorter messages.
D)presents key topic sentences before subsequent ideas.
E)arranges supporting details in order of priority.

Question 54

The direct approach is recommended for goodwill messages,even those conveying sympathy.

Question 55

Companies should respond to highly positive online comments with a formal official company response.

Question 56

To increase the probability that your request will be granted,

A)list as many in-depth questions as possible.
B)explain how the reader will benefit by doing what you ask.
C)include flattering statements to retain the interest of your reader.
D)persuade the reader that a timely response is critical.
E)mention the name of a reference before or after making the request.

Question 57

How does a polite request differ from a direct question?

A)A polite request ends with a question mark.
B)A polite request ends with a period.
C)A direct question ends with either a period or a question mark.
D)A direct question is the topic sentence of a routine request's closing paragraph.
E)A polite request includes a statement of goodwill.

Question 58

When asking several specific questions in a direct request message,do not

A)number each question.
B)cover only one topic in each question.
C)arrange the questions in a logical order.
D)use the indirect organizational plan.
E)word questions clearly and objectively.

Question 59

Aggregators scan the web for comments about a company,and then analyze what they find.

Question 60

The direct organizational plan

A)provides evidence and details before the primary idea.
B)is often used for persuasive and bad-news messages.
C)gets to the point quickly by stating the main idea first.
D)introduces the writer to the reader in the first paragraph.
E)is rarely used for routine messages.

Question 61

If you wait to respond to a request that you are granting,you

A)may lose the goodwill of the person making the request.
B)save the reader's time.
C)put the reader in a positive frame of mind.
D)show professional courtesy and increase the reader's interest.
E)reduce the opportunity for complying with the request.

Question 62

"R U redy to go nw?" would be an appropriate workplace IM only if

A)you were in a real hurry.
B)you were willing to follow up the message with an explanatory email.
C)you know that no computer viruses will be shared.
D)the recipient has used the abbreviations first.
E)the recipient is under 30 years old.

Question 63

A written message is the best choice

A)when you need to have a quick interaction.
B)when you need a record of your conversation.
C)when the matter is simple and your colleague is next door.
D)when the email system isn't working.
E)when the customer has indicated that an IM is appropriate.

Question 64

Which of the following is the most effective opening sentence for a reply?

A)Your letter dated February 10 has been forwarded to my attention.
B)Thank you for requesting information about the new ClearSpeak phone.
C)Although we normally do not comply with requests such as yours,we are making an exception this time.
D)We are happy to enclose the information you requested about the ClearSpeak phone.
E)You will be pleased to know that we have received your letter today.

Question 65

Research shows that customers expect a response within

A)24 hours.
B)ten minutes.
C)only when the situation is urgent.
D)five days.
E)one hour.

Question 66

A response to a neutral message should be organized in this order:

A)1)apology,2)good news,3)explanation,4)courteous closing.
B)1)explanation,2)questions answered,3)good news,4)courteous closing.
C)1)explanation,2)good news,3)clichéd closing.
D)1)good news,2)questions answered,3)subtle company promotion,if appropriate,4)courteous closing.
E)1)good news,2)questions answered,3)explanation,4)good news reiterated in the closing.

Question 67

What type of message would you write to say that a customer's request for a refund has been approved?

A)negative
B)sales
C)positive
D)persuasive
E)goodwill

Question 68

Which of the following is not appropriate when preparing a reply?

A)Use the indirect organizational plan.
B)Put the "good news" in your first paragraph.
C)Respond to the request promptly.
D)Include answers to both implied and stated questions.
E)Answer questions even if readers do not want that response.

Question 69

A reply is

A)sent in reply to a routine persuasive sales letter.
B)used when a routine request is being denied.
C)more effective when it follows the indirect organizational plan.
D)less effective when it follows the direct organizational plan.
E)an appropriate response when the request will be granted.

Question 70

Which of the following is the most effective closing statement for a request message?

A)Thank you in advance for answering all my questions about your training workshops.
B)I would appreciate receiving your price list by November 3 so I can plan for a purchase in my December budget.
C)Please send me background information about your new product line.
D)I trust that,if you want me to order merchandise from your company,you will respond by June 30.
E)I am in the process of planning a wedding reception and need some assistance.

Question 71

A message is neutral if

A)you are posting a comment about a poor service experience.
B)you expect the reader will do as you ask without having to be persuaded.
C)you are asking a company to accept a product return that is two weeks past the stated date in the return policy.
D)you expect some resistance to your request.
E)you hope to convince the reader to accommodate your unique requirements.

Question 72

Which of the following is not a courteous response?

A)We are happy to provide the information you requested.
B)We have reviewed your request and found that a response is justified.
C)Thank you for your request.
D)We are pleased that you would like more information about our service.
E)We hope you feel comfortable contacting us with any further questions.

Question 73

If you include sales promotion in a reply,you should

A)provide a great deal of detail for persuasive purposes.
B)put it in the first paragraph.
C)make it brief as well as subtle.
D)put it at the end of the friendly closing.
E)convince the reader that the product or service inquired about is superior to all others.

Question 74

A customer who is dissatisfied with a product and wants a refund or replacement would be writing

A)a neutral message.
B)a positive message.
C)a routine request.
D)a persuasive message.
E)a viral message.

Question 75

Which of the following is not a good reason to use IM at work?

A)You need to convey information quickly.
B)You need to send confidential business information.
C)You have a simple question.
D)You need a fast response from someone.
E)You know that your supervisor appreciates a quick update using IM.

Question 76

Which situation calls for a neutral message rather than a persuasive one?

A)The store charged you $46 instead of the advertised price of $55.
B)Your computer monitor malfunctioned two days after you purchased it.
C)The color of the personalized pencils you ordered is darker than in your previous shipment.
D)One week after you purchased a computer,the company put the same model on sale for $150 off the price you paid.
E)The candy you ordered arrived too late to be given as a Mother's Day present.

Question 77

Which of the following is not good advice for making a request?

A)Use a direct question,polite request,or statement.
B)Provide choice by asking more questions than absolutely necessary.
C)Show how others benefit from your receiving the requested information.
D)Explain why you're making the request.
E)Close on a friendly note.

Question 78

Which of the following statements about neutral or positive messages is incorrect?

A)They may be presented in any communication medium.
B)They may be internal or external.
C)They typically use the direct organizational pattern.
D)They cover routine topics.
E)They are not important to the success of the business.

Question 79

Which of the following would be the most effective closing statement for a reply?

A)If you have any further questions,please do not hesitate to call me.
B)To receive a complimentary copy of Software Magazine,call 555-2458.
C)Thank you for your interest in our products.
D)I hope this information is of use to you.
E)Please place your order right away to avoid losing out on this special offer.

Question 80

The final paragraph of a request should not

A)sound friendly and positive.
B)offer to reciprocate.
C)take the reader's cooperation for granted.
D)state and justify when the information or action is needed.
E)show appreciation for the assistance to be provided.