Deck 8: Writing Routine and Positive Messages

Question 1

Be prepared to document your claim.Send copies and keep the originals.

Answer 1

True

Question 2

When writing a claim letter,assume that a fair adjustment will be made.

Answer 2

True

Question 3

Dissatisfied customers rarely tell others about their complaints.

Answer 3

False

Question 4

Because requests for recommendations are persuasive messages,you should use the indirect approach.

Question 5

In a claim letter,explain the problem in detail,provide back-up information,and request specific action.

Question 6

In the final section of a request message,thank the reader in advance for cooperating.

Question 7

Past customers are usually irritated if a company sends a letter of inquiry trying to re-establish the relationship.

Question 8

A claim letter or request for adjustment follows the indirect plan.

Question 9

If the middle section of your request letter contains a series of questions,the most important question is saved for last.

Question 10

It's best to back up all claims and requests for adjustments with invoices,sales receipts,and so on; send copies to the company and keep the originals.

Question 11

It's not necessary to ask someone's permission before listing his or her name as a job reference.

Question 12

Because of their simple organization,routine requests require little tact.

Question 13

When making a direct request,you state what you want in the first sentence or two and then follow with an explanation.

Question 14

When you are responding favourably to someone's request,you can be curt and "me-oriented," since you are doing the person a favour.

Question 15

A request for specific action or to express the desire for a solution should be part of your opening in a claim letter.

Question 16

A letter of request closes with a request for a specific response,an expression of appreciation,and information on how the writer can be reached.

Question 17

Whenever you can assume that your audience will be interested in what you have to say or be willing to cooperate with you,use the direct approach.

Question 18

"I am pleased to inform you that..." is a good standard opening for a positive message.

Question 19

When making direct requests,you avoid such softening words and phrases as "please" and "I would appreciate."

Question 20

If you are writing to someone to request a recommendation letter for a job or scholarship,you should include a copy of your résumé.

Question 21

When writing a letter of recommendation,omit references to the candidate's shortcomings if they will keep him or her from getting the job.

Question 22

A routine positive message should never include negative information.

Question 23

When a third party is at fault,the best approach is to refer the customer to that party to resolve the problem.

Question 24

News releases are usually prepared by specially trained writers in the public relations department.

Question 25

When writing a condolence message about a loss,always use such euphemisms as "passing away" or "departing," rather than the word "death."

Question 26

You don't send notes of congratulation that deal with personal events unless you know the recipient well.

Question 27

Your response to a complaint depends on both your company's policies for resolving such issues and your assessment of whether the company,the customer,or some third party is at fault.

Question 28

The most difficult recommendation letters to write are those for truly outstanding candidates.

Question 29

When you agree to make an adjustment even though the buyer technically was at fault,a courteous tone is less important.

Question 30

Goodwill messages are friendly,unexpected notes with no direct business purpose.

Question 31

Because a letter telling someone that he or she got the job is a legal document,you need to make sure that all statements in the letter are accurate.

Question 32

When making a routine request,you begin with _____________

A) an indication of the importance of your request.
B) a statement of who you are.
C) a clear statement of the main idea or request.
D) a question.

Question 33

When making a request,you _____________

A) use the inductive plan.
B) assume the reader will comply with your request.
C) demand immediate action.
D) do all of the above.

Question 34

A message of appreciation can become an important part of someone's personnel file.

Question 35

In the middle section of a request message,you _____________

A) beg the reader to grant your request.
B) give reasons to justify your request.
C) give your sales pitch.
D) give a detailed list of procedures.

Question 36

A claim letter written as a personal answer to a unique situation starts with a clear statement of the good news.

Question 37

When asking questions in a request message _____________

A) begin with the least important question and work your way up to the most important.
B) avoid any open-ended questions.
C) ask only questions that are central to your main request.
D) format complicated questions so they stand out from other text.

Question 38

When offering condolences,it is appropriate to mention your shock and dismay.

Question 39

In a goodwill message,honesty and sincerity must come across above all else.

Question 40

When replying to a customer's complaint when your company is at fault,be sure to promise that the mistake will never happen again.

Question 41

When responding to a request for adjustment when a third party is at fault,the best approach is to _____________

A) refuse the claim and suggest that the customer sue the third party.
B) respond with messages that explain how the problem will be solved.
C) honour the claim with no additional explanation.
D) honour the claim but explain that your company was not at fault.

Question 42

Using lists helps readers sort through _____________

A) the body of the message.
B) truths and lies.
C) multiple requests.
D) unrelated items.

Question 43

When writing a claim letter,the best way to begin is ________

A) by complimenting the company for past service.
B) providing a detailed description of the faulty merchandise.
C) with a straightforward statement of the problem.
D) to threaten legal action if you do not receive a favourable adjustment.

Question 44

When a potential sale is involved,after you present the key information,you should _____________

A) promptly and courteously end the letter.
B) provide a clear, conversational statement of the main point.
C) urge the customer to reply immediately.
D) encourage the future sale.

Question 45

If you request a recommendation from a person you haven't had contact with recently,you should _____________

A) use the opening of your letter to refresh the person's memory.
B) enclose a stamped, pre-addressed envelope.
C) use the persuasive approach.
D) use the bad-news approach.

Question 46

The purpose of goodwill messages is to _____________

A) make a sales pitch.
B) convey good news about products and operations.
C) enhance relationships with customers and other businesspeople.
D) offer help to those in need.

Question 47

When closing a direct request,you _____________

A) thank the reader in advance for helping you.
B) mention your own qualifications or status.
C) give a specific description of what you expect and include a deadline, if appropriate.
D) indicate the consequences of a failure to reply.

Question 48

When responding to a customer request for an adjustment,it is usually sensible to assume that _____________

A) the customer's account of the situation is truthful.
B) the customer's account of the situation is exaggerated.
C) the customer is hostile.
D) the customer is trying to pull a fast one.

Question 49

If a customer requesting an adjustment is at fault for the problem,the best response is to _____________

A) refuse the claim without any explanation.
B) refuse the claim and point out the customer's mistake.
C) honour the claim but do so begrudgingly.
D) honour the claim but tactfully point out that your firm was not at fault.

Question 50

Condolence messages should _____________

A) be as long as possible.
B) keep reminiscences brief.
C) quote poetic passages.
D) not mention your shock or dismay.

Question 51

When sending a goodwill message _____________

A) use congratulatory messages to build goodwill with clients and colleagues.
B) make the company or situation the focus of your comments.
C) use memo format for all goodwill messages sent through interoffice mail.
D) omit any personalized details.

Question 52

Before volunteering someone's name as a reference,always _____________

A) assume you have permission to do so.
B) describe your relationship with that person.
C) ask that person's permission.
D) list that person's address and phone number for ease of contact.

Question 53

You use the middle section of a routine request message to explain and __________ your request.

Question 54

The __________ of a routine request provides justification,explanation,and details.

Question 55

Requests sent to people outside the organization usually _____________

A) use the indirect approach.
B) are in memo or email form.
C) adopt a more formal tone.
D) are more complex requests.

Question 56

In the past,news releases were ______________

A) typed on regular company letterhead.
B) written as blogs.
C) crafted in a way to provide information to reporters.
D) offered directly to the public.

Question 57

When responding to a customer complaint about one of your company's services,you _____________

A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."
B) use a generous, grudging tone.
C) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
D) avoid blaming a specific individual or department for the problem.

Question 58

In a positive message,the main idea is presented _____________

A) in the first sentence of the middle paragraph.
B) at the end of the middle paragraph.
C) right at the beginning of the letter.
D) in the last sentence of the letter.

Question 59

The __________ of a routine request states what you want.

Question 60

A letter to a successful job applicant _____________

A) should follow the indirect approach.
B) constitutes a legal job offer.
C) should use a formal, neutral tone.
D) should never be sent by email.

Question 61

List three guidelines to follow in preparing the opening of a routine request in the direct format.

Question 62

Briefly explain why it is so difficult to write recommendation letters for excellent candidates.

Question 63

The __________ of a routine request makes a request for a specific response and expresses appreciation or goodwill.

Question 64

Messages of __________ express sympathy.

Question 65

How can a request for information re-establish a relationship with former customers or suppliers?

Question 66

List the three major categories of common routine requests.

Question 67

Use a __________ approach for positive messages.

Question 68

Positive messages should begin with the main idea or __________.

Question 69

Before volunteering someone's name as a(n)__________,ask that person's permission.

Question 70

Messages of __________ recognize the contributions of employees or business associates.

Question 71

__________ are specialized documents used to share relevant information with the local or national news media.

Question 72

How should mildly disappointing information be included within a generally positive routine message?

Question 73

Describe the elements that should be included in an effective closing for a routine request.

Question 74

Because many requests are similar,companies usually develop __________ letters to respond to these repetitive queries.

Question 75

In responding favourably to a claim even though the customer was at fault,should you indicate that your company was not to blame? Why or why not?

Question 76

Dissatisfied customers make a(n)__________ or request a(n)__________.

Question 77

Why might a company send a routine reply or a positive message? Give four specific examples.

Question 78

Friendly notes with no direct business purpose,such as those conveying congratulations or thanks,are called __________ messages.

Question 79

Adapt to your audience's needs by being sensitive to their needs and maintaining a __________ attitude.

Question 80

A letter telling someone that she or he got the job is a(n)__________ document,so make sure all statements are accurate.