Deck 7: Communicating Routine Messages and Building Goodwill

Question 1

The indirect approach ________.

A)is the better choice for most requests
B)is more assertive than the direct approach
C)is easier to understand than the direct approach
D)is more time-consuming for your audience to process than the direct approach
E)is impolite and never appropriate for requests

Answer 1

D
Explanation: D) With dozens of messages to navigate through during the day, your audience will find it much easier to process information that is organized directly.

Question 2

All of the following statements are true EXCEPT ________.

A)routine business messages are sensitive communication
B)routine business messages ask questions
C)routine business messages answer questions
D)routine business messages provide information
E)routine business messages confirm agreements

Answer 2

A
Explanation: A) Routine business messages are nonsensitive, straightforward communication.

Question 3

The direct approach ________.

A)is less polite
B)is less assertive
C)is the better choice for most requests
D)takes more time to get to the point
E)gives your audience less time to process your message

Answer 3

C
Explanation: C) The direct method gets to the point quickly, lets the audience know why they are reading the message, and is the preferred approach for most requests.

Question 4

All of the following are examples of routine business requests EXCEPT ________.

A)requesting the exchange of an item when you were sent the wrong merchandise
B)explaining a travel expense to the accounting department
C)persuading a client to postpone a project so that your company can take the job
D)sending your supervisor the data that she requested
E)responding to a request to present your progress at the next team meeting

Question 5

Avoid just ________ your request, which requires your audience to figure out exactly what you want.

A)blurting out
B)implying
C)relating
D)making
E)explicitly expressing

Question 6

Which of the following statements would be best to include in this message?

A)If you help test the system, I will really appreciate you.
B)You should help out because it's the right thing to do.
C)Your help will result in a more efficient system that lets you do your job faster and more easily.
D)People who dedicate their time and efforts to helping out with this project will not regret it.
E)If you volunteer, you will help me reach my quota of testers and finish this phase of the project.

Question 7

"If I get this information from you today, I will be able to finish my report by Friday and not have to work over the weekend."
Consider the statement above. Which of the following choices best revises this statement to reflect a "you" perspective?

A)If you give me this information today, I will be able to finish my report by Friday and not have to work over the weekend.
B)You need to give me this information today so that I won't have to work over the weekend to have my report ready for you by Monday.
C)Please give me this information today so that I can finish my report by Friday and be able to start the week with a clean slate.
D)Will you please give me this information today, so that my report will be ready for you to use at your Monday meeting?
E)I'd appreciate it if you would give me this information so that my report will be complete.

Question 8

You mention that those who complete five hours of testing will earn an Amazon.com gift certificate. This is an example of ________ benefit.

A)an internal
B)an external
C)a requester
D)an unexpected
E)an unethical

Question 9

Which of the following statements uses the "you" perspective?

A)Please send me the latest figures so I can work on next year's sales forecasts.
B)I'd appreciate if you would meet with me so you can learn about your next assignment.
C)Give me your report when it is finished so that I can present it at the monthly meeting.
D)Would you please get me that information so that I can work on my proposal?
E)You should help me on this project so that I can finish on time.

Question 10

Which of the following statements about audience benefits is NOT true?

A)They are more important in persuasive requests than in routine requests.
B)They are especially important when your audience may be resistant to your request.
C)They can promote goodwill in all your messages.
D)They emphasize the positive outcomes for you if your audience complies with your request.
E)They help the audience feel more positive about taking the time to fulfill your request.

Question 11

All of the following would likely require little explanation of the reason for the request EXCEPT ________.

A)asking a retailer to exchange the sweater that you purchased for another sweater of the same style but a larger size
B)asking an online vendor for a refund on a defective piece of equipment
C)asking a colleague to give you information about a subject unrelated to your field that you have never discussed together
D)asking the manufacturer to accept a return of software that is incompatible with your computer
E)asking a company for a refund on the tickets you bought for a seminar that was cancelled

Question 12

Which of the following statements does NOT use the "you" perspective?

A)Your assistance on this project will mean that you and your team get an efficient new computer system.
B)Your help in this matter would be much appreciated-you'd be getting me out of a real tough spot!
C)Please submit your forms by Friday so that your new equipment will be ready for you next week.
D)If you can open three new accounts this month, you will be eligible for a financial bonus.
E)If you agree to participate in this volunteer program, you will receive an additional vacation day.

Question 13

What is the biggest problem with this message?

A)It leads with details instead of the request.
B)It inappropriately uses indirect organization.
C)It fails to include its main idea at the beginning of the message.
D)It implies its request, leaving its message too ambiguous.
E)It is delivering bad news without the proper build-up.

Question 14

You decide it would be wise to include an external benefit in your message. Which of the following would be best to include?

A)You will receive a token of appreciation for your efforts.
B)I will be able to complete this project.
C)Your help should make you proud.
D)I will be very grateful for your help.
E)Your help will secure extra resources for your department.

Question 15

A "you" perspective ________.

A)consists simply of abundant use of the word "you" in your message
B)avoids use of the word "you"
C)makes the audience feel more positive about taking the time to perform your request
D)involves considering the situation from your own perspective
E)is only necessary in persuasive messages when you think your audience will be resistant to your request

Question 16

Routine business messages ________.

A)require you to persuade your audience
B)necessitate thinking about how to prevent your audience from being upset
C)can be very lengthy and quite complicated
D)are never challenging to write
E)require that you be clear, complete, and respectful

Question 17

Internal benefits include all of the following EXCEPT ________.

A)less work for your audience
B)increased professional recognition for your audience
C)financial gains for your audience
D)positive effects on people your audience cares about
E)conditions that allow your audience to get its work done

Question 18

This request ________.

A)uses indirect organization
B)is organized directly
C)uses organizational misdirection
D)places details after the statement of request
E)gets to the point quickly and lets the audience know why they are reading the message

Question 19

Which of the following statements uses the "you" perspective?

A)Please get me the data so I can start working on the forecasts.
B)I need you to give me the information that I asked you for.
C)If you get me that data by noon, you will get the results you need by the end of day.
D)You should call me back very soon since I'm leaving the office early today.
E)If you do me this favour I will be able to get my project completed ahead of schedule.

Question 20

When writing a message you determine audience benefits by ________.

A)analyzing the positive outcomes for you if your readers comply with your request
B)analyzing the positive outcomes for you if your readers do not comply with your request
C)analyzing the positive outcomes for your readers if they comply with your request
D)analyzing the positive outcomes for your readers if they do not comply with your request
E)considering your viewpoint and which positive outcomes you would most like to achieve

Question 21

Which of the following statements would make the best closing for the message?

A)Thanks so much-you're the best!
B)Get back to me ASAP if you will participate.
C)Thanks to all for considering helping-interested parties should email me at the address below by Friday.
D)We are very grateful to those people who will actually make the time to help us out. Let me know if you are interested.
E)Submit the attached form within a week if you are able to participate.

Question 22

Business use of instant messaging (IM)________.

A)is for informal communication only
B)is expected to decline in coming years
C)is always done through specialized corporate IM platforms available only to employees of that company
D)is very popular in the financial services industry
E)is frowned upon for formal communication

Question 23

When responding to multiple questions, which of the following is NOT true?

A)Most answers to questions benefit from a direct organization.
B)You should list answers to questions in order of importance, not in the order in the original message.
C)You should build goodwill by opening the message with a positive response.
D)It is best to reply to questions with a direct answer.
E)You should end your message with a friendly closing and contact information, if applicable.

Question 24

All of the following are considered to be routine messages EXCEPT ________.

A)replying to a client that you will not have their project completed on time
B)announcing that the office will close early on the Friday before a long weekend
C)instructing employees how to fill out a new form
D)responding to a coworker that you will be able to meet that afternoon
E)confirming the delivery date for the first part of a new project

Question 25

Which of the following would NOT be appropriate in a closing to this message?

A)Thank you for choosing Say Cheese! for your photographic needs.
B)Remember that Say Cheese! made this exception for you the next time you have photo needs.
C)We at Say Cheese! thank you for this order and for your continued business.
D)Thank you for shopping at Say Cheese!, where customer satisfaction it the number one priority.
E)We value your loyalty at Say Cheese! and hope to do business with you again.

Question 26

You opened your message with the positive response that you are granting the claim. As you continue writing your message, which of the following is TRUE?

A)You must apologize to the customer for the inconvenience Say Cheese! caused in making it necessary for her to file this claim.
B)You should emphasize that the customer is to blame for placing an order below the offer minimum.
C)An apology is not necessary since Say Cheese! is not responsible for any problem.
D)You should make up an excuse explaining why the coupon code didn't work.
E)Say Cheese! must promise not to make this mistake again.

Question 27

Which of the following is NOT a good guideline for instant messaging (IM)standards?

A)Use a professional-sounding IM username.
B)Focus on business.
C)Assume that your messages are secure.
D)Keep messages simple.
E)Save important messages.

Question 28

When someone asks you a question in a face-to-face or phone conversation, ________.

A)organize your message just as you would a written response
B)always begin with a direct answer
C)never admit that you don't have the answer immediately available
D)if your response is likely to disappoint, use the direct organization plan
E)if your response is not controversial, begin with details and lead up to the answer

Question 29

Using the word "you" in a request ________.

A)is all that is required to adopt a "you" perspective
B)is negative if used in an accusation or command
C)is not recommended, as the focus should be on the requester, not the audience
D)will always be positive
E)should be done sparingly

Question 30

An expression of gratitude ________.

A)is the only element you should include in the closing of a request
B)is nice but not necessary at the end of routine requests
C)should never be just a simple "thanks"
D)must always be an elaborate and effusive declaration
E)is typical at the end of a request to show gratitude for the audience's predicted response

Question 31

When a company decides to satisfy a customer claim for a refund, exchange, or repair ________.

A)a well-written response gains nothing for the company
B)the business has an opportunity to create goodwill
C)the company should make it sound as if they're doing the customer a favour
D)the company must apologize
E)the response should make clear whether the customer is to blame

Question 32

Your boss calls you on the phone and asks if you can have the report you're working on finished two days earlier than scheduled. You weren't expecting this question and don't feel that you can provide a definitive answer on the spot. Which of the following would be your best reply?

A)Let me get back to you on that.
B)Sure, no problem. I can probably find some way to make it work.
C)Can I finish my report two days early? That's a very good question.
D)I'll check my schedule to see if its doable and call you back within a half hour.
E)I wasn't expecting this, so it's really an impossible question to answer right now.

Question 33

Which of the following is NOT a routine message?

A)replying that you have the data a colleague requested
B)granting a customer an exchange of a product she ordered
C)confirming that your client meeting is scheduled for 3 p.m. next Tuesday
D)announcing that no holiday bonuses will be given out this year
E)giving a coworker instructions on how to perform a certain task

Question 34

You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.

A)answer the first five questions only, as 10 is too many to address in one message
B)include your answers ordered 1 through 10 as well
C)reorder the questions according to their relative importance
D)label your answers A through J to downplay the inappropriately large number of questions asked
E)answer only as many questions as you can fit on one page

Question 35

Which of the following is the best way to state this in your reply?

A)Although you did not meet the $50 order minimum, we are going to give you the discount anyway.
B)Your merchandise total was not high enough to be eligible for this promotion, but we will make an exception since you are a good customer.
C)Because you are a valued customer, we are happy to credit you 15% of your merchandise total.
D)Even though you didn't order enough to be eligible for this 15% discount, we will go out of our way to give it to you anyway.
E)Because we want your business, we will give you this discount even though your merchandise total was below the minimum required for this offer.

Question 36

A customer has reported a problem to your company. Which of the following statements is NOT true?

A)You should explain the reason behind the problem.
B)You should tell the customer how you will prevent this problem from reoccurring.
C)A good explanation of the problem can win consumer confidence.
D)An explanation that sounds like an excuse will result in a negative reaction.
E)It is necessary to apologize to the customer for the problem.

Question 37

Which of the following is NOT a benefit of instant messaging?

A)ability to send complex information and lengthy explanations
B)improved productivity by managing interruptions
C)ability to communicate real-time information
D)improved productivity for geographically dispersed workgroups
E)multitasking with multiple communication channels

Question 38

"You made mistakes in these documents that you must correct by the end of day."
The statement above uses "you" in a negative way. Which of the following best revises this statement?

A)I'd appreciate it if you'd fix the mistakes that you made in these documents by the end of day.
B)Please correct the mistakes in these documents by the end of the day.
C)The mistakes in these documents, you must correct them by the end of day.
D)Revise these documents by the end of day, and please, no mistakes this time.
E)Please don't make any mistakes in the documents this time.

Question 39

You have been encouraged by your supervisor to use the resale strategy when answering claims. Which of the following is an example of this strategy?

A)Requesting that the customer write a letter describing this positive customer service experience with Say Cheese!
B)Suggesting that the customer tell three friends that they should shop at Say Cheese!
C)Telling the customer about the new canvas photo prints now available at Say Cheese!
D)Apologizing to the customer for any inconvenience resulting from this experience at Say Cheese!
E)Asking the customer if there is anything else they need help with at Say Cheese!

Question 40

Which of the following statements makes it sound as if you are doing the customer a favour?

A)Although you selected the wrong item, we are happy to take the trouble to exchange it.
B)Your business is important to us, so we are pleased to offer you rush shipping on this order.
C)Customer satisfaction is our top goal, so we will be happy to grant your request.
D)You are a valued customer, so please accept a 10% discount on your replacement order.
E)We are happy to send you the replacement piece by expedited mail.

Question 41

Which of the following is an example of a routine business message providing instructions?

A)notifying customers of a price increase
B)explaining how to complete a requisition form
C)confirming a project deadline with a client
D)informing a coworker that you have the data she requested
E)requesting assistance on a project from a colleague

Question 42

While riding down in the elevator with your boss at the end of the day, you mention an idea that catches her interest. She suggests meeting the next afternoon to discuss it further. In terms of this meeting, ________.

A)you should email your boss that night, confirming your appointment for tomorrow
B)you should try to find your boss at the office in the morning to remind her about your meeting
C)you should assume that your boss will put the meeting in her calendar, so no further action on your part is necessary
D)you should wait for your boss to email you confirming the meeting
E)you should write a letter to your boss confirming the meeting

Question 43

Which of the following is NOT a typical medium used for announcements from a company to its employees?

A)company website
B)memo
C)flyer
D)newspaper
E)email

Question 44

Which of the following statements is NOT true?

A)A confirmation is unnecessary if you make an oral agreement.
B)A confirmation is a message acknowledging that you have received information.
C)A confirmation is a message checking that you have understood information correctly.
D)A confirmation in writing is a good idea if you made an agreement over the phone.
E)A confirmation is a good way to get a spoken arrangement down in writing.

Question 45

To make it easy for the audience to follow the instructions, ________.

A)jump right into the directions at the start of your messag
B)if the sequence or order of steps is important, use bullets instead of numbers
C)include only one action per step of instructions
D)if an instruction is conditional, identify the condition after the action verb
E)if a step requires explanation, place the explanation before the action

Question 46

Which of the following is a routine announcement?

A)telling customers about a change in policy
B)persuading a client to accept a new deadline
C)acknowledging that you have a meeting with your boss
D)notifying a customer that you are granting his claim for a refund
E)expressing concern when a coworker has experienced personal misfortune

Question 47

Which of the following is NOT a routine announcement?

A)alerting customers about a sale
B)informing your employees about a promotion within your department
C)notifying the public about job opportunities in your company
D)sharing new terms of service with your customers
E)acknowledging that you received the files that your client sent

Question 48

A brief overview at the start of your instructional message ________.

A)will divert readers' focus from the directions that are the point of the message
B)is unnecessary in most cases and will confuse readers
C)will help your audience understand when and why they need to use the instructions
D)will waste readers' time and distract from the instructional aspect of the message
E)will give readers all the information they need and allow them to skip to the end of the message

Question 49

Using the blind carbon copy (BCC)feature of email ________.

A)discloses to the recipient that you are sending a copy of the email to someone else.
B)respects recipients by keeping their identities and email addresses private.
C)is ethical if you are intending to deceive the "To" recipient about who is receiving the email.
D)is unethical if the recipient can't be disadvantaged or hurt by sharing the message secretly.
E)diverts recipients' attention from the message content with an overly long header.

Question 50

A(n)________ is a message acknowledging that you have received information or checking that you have understood information correctly.

A)announcement
B)confirmation
C)goodwill message
D)condolence
E)claim

Question 51

Which of the following statements is NOT true?

A)An announcement email rarely requires a response.
B)An announcement email is usually a one-way, informational communication.
C)An announcement email should be organized so it is easy to skim.
D)An announcement email will go to a broad audience.
E)An announcement email will go to just one or two people.

Question 52

After a job interview, you decide to send a handwritten thank-you letter. This ________.

A)is the best choice, even if your handwriting is illegible
B)will signal to your interviewer that you are uncomfortable with technology
C)is inappropriate and you should send an email instead
D)should be sent by mail, if time allows
E)is too formal and you should send a text instead

Question 53

Which of the following best expresses the role of goodwill in business?

A)Goodwill is a luxury that communicators can't afford, given the more important priorities they must achieve.
B)Goodwill is merely etiquette, adding embellishments to messages to make them sound more polite.
C)Goodwill is a nice indulgence that allows you to be gracious to people when you have extra time and energy.
D)Goodwill is key to building and strengthening the relationships that are vital to an organization's success.
E)Goodwill is the icing on the cake that allows people to feel good about the hard work they do.

Question 54

Which of the following is NOT an example of a goodwill messages?

A)a note thanking a coworker for her assistance on a project
B)an email telling a colleague about a book you think he'd find interesting
C)a card expressing your condolences for an employee whose family member died
D)a phone call congratulating a coworker on her promotion
E)a letter telling a customer that her claim has been granted

Question 55

Which of the following is NOT true of the resale strategy?

A)It involves pointing out additional products and services the reader may value.
B)It is inappropriate if your company is responsible for the error.
C)It makes customers feel cared for.
D)It gives customers an incentive to do business with you again.
E)It encourages the customer to make future purchases.

Question 56

Lori had a job interview with a recruiter from an Asian company. When she writes her thank-you letter to the interviewer, she needs ________.

A)to only be polite; this is enough to transcend all cultures
B)to make her letter less formal than she would if she were writing for a Canadian reader
C)to keep her letter short and to the point, which is appropriate in a low-context culture
D)to make it personalized and quirky so that she will stand out
E)to make it appropriate for a culture with high power distance

Question 57

Which of the following statements is NOT true?

A)Whole Foods Market is a cutting-edge user of Twitter.
B)Whole Foods Market monitors all tweets that mention Whole Foods Market.
C)Whole Foods Market addresses complaints on Twitter about Whole Foods Market immediately.
D)Whole Foods Market has an Integrated Media team that is involved with social media like Twitter.
E)Whole Foods Market defuses bad word of mouth on Twitter by using a sarcastic, snarky tone in its response tweets.

Question 58

________ are messages that publicly notify an audience of information they need or want to know.

A)Announcements
B)Confirmations
C)Goodwill messages
D)Condolences
E)Claims

Question 59

Which of the following is NOT true of thank-you messages?

A)express appreciation
B)make your audience feel good about something they have done for you
C)offer you the opportunity to display your professionalism
D)should always be handwritten
E)may be conveyed over the phone

Question 60

Social media networks such as Twitter ________.

A)make it impossible for businesses to react to customer suggestions and complaints
B)have reduced the number of customer complaints made against businesses
C)forbid businesses from sending out self-promotional tweets
D)offer businesses expanded opportunities to receive and quickly respond to customer feedback
E)do not allow businesses to see the tweets that private individuals write about them

Question 61

An internal benefit is one that your audience directly receives from complying with your request.

Question 62

The main challenge in writing a good thank-you note is ________.

A)including specific details about the act for which you are expressing gratitude
B)writing legibly so that your reader can understand the content of your message
C)coming up with a message generic enough that it could be used for anyone by just changing names
D)making an apology sound sincere when you are just going through the motions
E)keeping the details to a minimum so that your message isn't too lengthy

Question 63

In today's digital age, handwritten notes ________.

A)are inappropriate
B)signal a resistance to new forms of technology and social media
C)convey a more meaningful expression of gratitude
D)mean less to the recipient than a post on Facebook
E)are more common than ever

Question 64

Sending an email to congratulate a business acquaintance on the birth of her baby ________.

A)is improper unless you have a close personal relationship
B)is tactless and a letter should be mailed instead
C)is inappropriate since it is in reference to an event in her personal life
D)is best done with direct organization
E)is most effective when it begins with supporting details and builds up to the congratulations

Question 65

Persuading your boss to implement a new flex-time schedule in your office is an example of a routine business message.

Question 66

Which of the following is NOT true?

A)FYI messages make the recipient feel good at the expense of the writer.
B)FYI messages can be the start of a dialogue that leads to business benefits.
C)FYI messages give personal satisfaction to the writer.
D)FYI messages can play a part in networking.
E)FYI messages communicate something you believe your audience will appreciate.

Question 67

Sympathy messages ________.

A)must only be sent to people with whom you have a close relationship
B)should never be sent in greeting cards
C)should not be sent until an appropriate amount of time has passed after you hear about the situation
D)are more meaningful when handwritten
E)will not be appreciated by business acquaintances

Question 68

When writing routine requests you should not adopt a "you" perspective.

Question 69

Most claim requests require substantial explanation.

Question 70

Businesses are increasingly using instant messaging for informal communication, but it is still not acceptable for formal communication.

Question 71

When you arrive at work on Monday, you hear that a coworker's father died over the weekend. You are not good friends with this coworker, but are sorry for his loss. You never know what to say in situations like this, so you decide to go to the stationary store to buy a sympathy card. You should ________.

A)write a few lines on the card to express your compassion and understanding
B)never use a premade card in a situation like this, as it is crass and tactless
C)wait at least three days before sending the card, as sending it too soon is inconsiderate
D)type the greeting and closing in the card, as this shows more compassion and concern than doing so by hand
E)not send condolences since you don't have a close personal relationship with this coworker

Question 72

________ build goodwill by recognizing someone else's achievements or important events.

A)Thank-you messages
B)Congratulatory messages
C)Condolences
D)"For-your-information" messages
E)Informational messages

Question 73

A goodwill message allows you to establish and maintain a positive relationship with your audience.

Question 74

Which of the following is a "for-your-information" message?

A)telling a colleague about a workshop you think he will be interested in
B)informing a client about a price increase
C)convincing your customer to extend your deadline
D)announcing the launch of a new product on your website
E)sending a tweet about the positive review of your product in a trade magazine

Question 75

In some businesses, instant messaging (IM)has become a formal communication channel with specialized corporate IM platforms installed and regulated by the IT department and available only to employees of that company.

Question 76

All routine messages involve requests or questions.

Question 77

Audience benefits are not as important in routine requests as they are in persuasive requests.

Question 78

Messages that convey information can be considered routine if the information will not surprise, disappoint, or anger the audience.

Question 79

All request messages should use the direct organizational approach.

Question 80

Wherever within a message you place your request, phrase it so that your audience knows exactly what you are asking.