Deck 8: Positive Messages

Question 1

Kevin is writing a routine e-mail request. In which of the following sections should the main idea or purpose of his message be placed?

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

Answer 1

B

Question 2

Which of the following are the most emphatic positions in a message?

A)opening and body
B)body and closing
C)body and attachments
D)opening and closing

Answer 2

D

Question 3

Which of the following methods should be used for written routine requests and response messages?

A)the indirect strategy
B)a formal strategy
C)the direct strategy
D)an informal strategy

Answer 3

C

Question 4

Joshua is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. Which of the following remains for Joshua to do in this phase?

A)He needs to decide how the letter should be organized.
B)He needs to prepare an outline to help organize the letter.
C)He needs to evaluate the effectiveness of the letter.
D)He needs to check the document for typographical errors.

Question 5

In an information request, the first sentence is usually a polite command or which of the following?

A)question
B)explanation
C)justification
D)friendly greeting

Question 6

Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use?

A)text message
B)memo
C)bound report
D)letter

Question 7

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 Canada Post.
C)Can you meet this month's deadline?
D)Did you bring a copy of the report to today's meeting?

Question 8

Taylor needs information from a coworker in another office about an upcoming sales promotion. Which of the following is the best communication channel for Taylor to use to request this information?

A)e-mail, text, or IM
B)fax
C)bound report
D)letter

Question 9

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

A)She will analyze the purpose of her letter.
B)She will collect any necessary information.
C)She will proofread her first draft.
D)She will compose the first draft of the letter.

Question 10

Gianna 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 of the following is the best opening statement for her message?

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 11

In which of the following cases is a business letter is a better channel choice than e-mail?

A)when the matter requires confidentiality
B)when you want to be informal
C)when time is of the essence
D)when writing to your employees

Question 12

Which of the following 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 13

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 14

James received a letter from a customer asking about his company's accounting services. How should James reply to the customer?

A)e-mail or IM
B)text message
C)bound report
D)letter response

Question 15

William has decided to write a letter to a local law firm to ask about summer internship opportunities. Which of the following should he do first?

A)He should prepare the rough draft.
B)He should look up the company's address.
C)He should decide how he will encourage feedback.
D)He should analyze the purpose of the letter and the reader.

Question 16

For which of the following situations would a business 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 17

What is the purpose of the body of a routine message that requests information or action?

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

Question 18

Which statement does NOT describe the use of business letters as a communication channel in today's digital age?

A)In certain situations, letters are still the preferred channel of communication for delivering messages inside an organization.
B)Businesses continue to give letters to customers a high priority because these messages encourage product feedback, project a favourable image of the organization, and promote future business.
C)Business letters are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients.
D)Business letters presented on company stationery carry a sense of formality and importance not possible with e-mail.

Question 19

Allison is in Phase 1 of the writing process and is trying to decide how she can ensure that her readers will provide the desired feedback. Which of the following should she do?

A)Gather information about her readers.
B)Gather facts to support her message.
C)Place the big idea first.
D)Use short clear sentences.

Question 20

Which of the following types of message will the majority of your writing on the job involve?

A)negative messages
B)routine messages
C)persuasive messages
D)entertaining messages

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 postscript

Question 22

Which of the following will make messages explaining instructions most readable?

A)dividing the instructions into numbered steps in chronological order
B)arranging the steps vertically using bullet points or hyphens
C)beginning each step with a verb in the indicative mood
D)listing all the steps in alphabetical order

Question 23

Which of the following statements best describes direct claims?

A)Written claims are taken more seriously than claims made by phone or e-mail.
B)Straightforward claims use the indirect pattern of organization.
C)For a straightforward claim, your first step should always be to write a claim letter.
D)All companies employ social media specialists who monitor and respond to online comments and complaints.

Question 24

Hailey booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. Which of the following would be the best way for Hailey to communicate her unhappiness with the accommodations?

A)Write a memo to someone in charge at the website where she booked her hotel.
B)Send an e-mail message to someone in charge at the website where she booked her hotel.
C)Place negative comments about the booking site on as many social media sites as possible.
D)Write a letter to someone in charge at the website where she booked her hotel.

Question 25

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

A)Ignore the comments completely.
B)Determine whether the comments violate social media comment policy.
C)Delete the comments immediately and keep only the positive reviews.
D)Contact your lawyer right away and file a lawsuit against the client.

Question 26

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

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 27

Which statement correctly explains how to maximize the effectiveness of a direct claim and complaint message?

A)Make the company ask for any copies of your relevant receipts or guarantees.
B)If you have a complaint, you'll get the best results if you vent your complaint online using social media such as Facebook and Twitter.
C)Write a letter because letters are taken more seriously and establish a record of the complaint.
D)If you make your complaint on social media, a company will find it by using Google Alerts

Question 28

For which of the following would you use instruction messages?

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

Question 29

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

A)The transmission in your car gave out after the warranty period.
B)A shipment arrived two weeks after the date that delivery was promised.
C)Your credit card was billed twice for a purchase you made.
D)You skipped the instructions and accidentally broke an object purchased.

Question 30

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

A)Thank you for your ongoing cooperation.
B)This information will help me to decide on which plan to choose.
C)Thank you in advance for all you have done for me.
D)Thank you and sincerely yours.

Question 31

In which of the following ways should instruction messages be written?

A)using a straightforward, direct approach
B)using an indirect approach
C)using persuasion
D)using humour and entertainment

Question 32

Where should you place the main idea in a business message?

A)in an attachment
B)in the signature lines
C)in the first sentence
D)in the body

Question 33

What is the best method to use to close an instruction message?

A)Beg the reader to follow the instructions carefully.
B)Try to tie following the instructions to benefits to the organization or individual.
C)Warn the reader about what the punishment will be for not following the instructions.
D)Thanks the reader for reading the instructions.

Question 34

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

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

Question 35

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

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

Question 36

Which of the following statements does NOT accurately describe a characteristic of routine response messages?

A)A reply 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 its products.
C)Routine response messages generally use the indirect organizational pattern.
D)Use the subject line of a routine response message to refer to an earlier correspondence so that you can omit this reference in the opening of your letter.

Question 37

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

A)This is a reply to your April 16 e-mail message.
B)Reply to Your E-Mail Message
C)Your June 5 Inquiry About Barcelona Travel Packages
D)URGENT!

Question 38

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)Step two involves downloading the problem.

Question 39

Which of the following is the best closing sentence for direct response message?

A)If I may be of further assistance, please don't hesitate to contact me.
B)Thanks and respectfully yours.
C)Once you've read the information, call us for an on-site consultation.
D)We hope that we may be of service to you in the near future.

Question 40

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

A)Here are the answers to the questions you asked about our banquet facilities.
B)Thank you for your e-mail message of March 25.
C)We look forward to helping you with all of your banquet needs.
D)Your e-mail of March 25 was forwarded to me.

Question 41

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 42

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

Question 43

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

Question 44

What is the most accurate statement about sending goodwill messages, including thank-you and sympathy messages?

A)In today's digital age, goodwill messages should no longer be written by hand.
B)Sending an e-mail goodwill message of any kind is acceptable to everyone.
C)Thank-you messages should be sent via e-mail as it is quicker.
D)You should send handwritten sympathy messages using special stationery or cards.

Question 45

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

A)Thank you in advance for your consideration in this matter.
B)Please credit $36 to my account by December 31, when my next billing cycle begins.
C)If I don't get a refund by December 31, I will contact my attorney.
D)I look forward to having this adjustment made as soon as possible.

Question 46

In the workplace, most messages are positive or neutral and, therefore, direct.

Question 47

Which of the following is the most accurate statement about apologizing in an adjustment message?

A)If you apologize, use a standard phrase such as We apologize for any inconvenience we may have caused.
B)Apologies should be avoided because they are counterproductive.
C)Apologies should be made early and briefly.
D)Never apologize in an adjustment message for fear of lawsuits.

Question 48

A colleague has decided to write a negative online review of an auto body shop she recently visited and has asked for your advice. What is the best advice you can give her?

A)Make the review as long as possible so that you can include many details about the shop.
B)To be safe and to protect your privacy, leave the comment anonymously.
C)Include positives as well as negatives in the review.
D)Even if the shop contacts you to correct the problem, leave the original message posted as is.

Question 49

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

A)We appreciate your e-mail on November 17 wherein you let us know what happened while dining with us last month.
B)We have credited your account for $36 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 50

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 this refund proves our commitment to excellent service.
D)If you have any questions or concerns, please do not hesitate to call.

Question 51

Which of the following 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 provide a record that can be reread, savoured, and treasured.
D)Most communicators find it easier to write goodwill messages than other types of business documents.

Question 52

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 53

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

A)I have been a loyal customer of the SuperStore for many years.
B)Please credit my Visa account for $36, the amount I was overcharged on November 8.
C)I was extremely disappointed to be overcharged on my dinner bill.
D)I am writing this letter to lodge a complaint.

Question 54

Which of the following is an accurate statement about posting complaints online?

A)If you want a company to pay attention to your complaint, post it online.
B)Social media posts are always interpreted in a positive way.
C)Anonymous complaints made online can be tracked to the writer.
D)You cannot be sued for negative comments you make online.

Question 55

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

Question 56

Which of the following 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)Make up some of the facts that support your claim.

Question 57

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 58

In today's digital age, business letters have become obsolete.

Question 59

Afareen just found out that her colleague recommended her for a promotion. Which of the following should she do?

A)She should promptly send a note of thanks.
B)She should thank her colleague if she brings it up.
C)She should wait to see if she gets the promotion, then send a thank you note.
D)She should thank her publicly at the next meeting.

Question 60

Which of the following 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 61

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

Question 62

Companies should respond to every comment left by customers on social media sites.

Question 63

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

Question 64

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

Question 65

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

Question 66

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

Question 67

Phone calls and e-mail messages are usually taken more seriously than a written claim letter.

Question 68

When writing a positive review of a company or product, it's best to include suggestions for improvement.

Question 69

An adjustment message granting a claim should be arranged using the direct pattern.

Question 70

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

Question 71

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

Question 72

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.

Question 73

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

Question 74

Very few businesses make adjustments promptly.

Question 75

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 76

Goodwill messages⎯such as thank-you notes and condolence messages⎯are often more difficult to write than other types of routine business documents.

Question 77

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

Question 78

An effective opener for a message replying to a customer's request might be Yes, our retreat facilities, which can accommodate 126 people, are available on March 9-12, 2018.

Question 79

If you have a complaint against a company, you should begin by posting your comments online on various social media sites.

Question 80

Avoid using words such as regret, inconvenience, and misunderstanding in adjustment messages.