Deck 6: Positive Messages

Question 1

Which parts of your letters are readers likely to find most interesting and read first?

A) Address
B) Opening and closing
C) Middle paragraphs of justification and explanation
D) Salutation

Answer 1

B
Explanation:The most emphatic positions in a letter are the openings and closings. Readers tend to look at them first.

Question 2

When complying with a request and writing a direct reply letter, a business communicator should include an opening that

A) summarizes the reader's claim and request.
B) delivers the most important information first.
C) explains and clarifies your position.
D) builds goodwill.

Answer 2

B
Explanation:The writing plan for a direct reply specifies that you should deliver the most important information first. Because you are complying, you would not seek more information. Present your explanation and build goodwill in the body.

Question 3

Which of the following would be the most effective closing statement in a routine action request letter?

A) Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.
B) We hope you can get our work completed in a timely manner.
C) Thanking you in advance for sending a copy of the contract for installation of a new HVAC system by April 1.
D) I would appreciate receiving a copy of the contract for your proposed installation at your earliest convenience.

Answer 3

A
Explanation:"Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15" asks for specific information and provides a clear end date with a reason for the end date; thus it is the most effective closing statement.

Question 4

Jessica is following the three-part plan to write a direct claim letter about a problem with her wireless service. What should she put in her opening?

A) A clear description of the desired action
B) An explanation of the nature of her problem with the cell phone service
C) A goodwill statement and end date
D) Details of the adjustment she desires

Question 5

Nadia has information she must deliver to a client. What should Nadia do first?

A) Prepare a rough draft of her letter
B) Find the address and correct spelling of the company
C) Conduct research to make sure her information is complete
D) Determine whether a letter is even necessary

Question 6

The body of a routine request letter should

A) present details that explain your request.
B) request action from the receiver.
C) give deadline dates.
D) reveal for the first time your reason for writing.

Question 7

You can improve the effectiveness of a direct claim letter by

A) using a few threatening words to get your point across.
B) providing a detailed timeline of what happened and the specific person who is to blame for the problem.
C) explaining the problem with necessary details.
D) including a subtle reference to your attorney or to the Better Business Bureau.

Question 8

Harland is following the three-step writing plan for his direct claim letter. In the body of the letter, Harland should

A) assume the company understands his request without explanation.
B) use emotional language to show how upset he is about the situation.
C) assume the company purposely tries to cheat its customers.
D) include copies of all pertinent documents.

Question 9

In the closing of a claim letter, you should

A) justify and explain your request.
B) promote goodwill and summarize your request.
C) reference all copies of pertinent documents enclosed.
D) warn the company that failure to comply could cause legal action.

Question 10

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

A) Your letter of June 23, in which you sought information about our corporate travel packages, has been referred to me for reply.
B) This is to inform you that we received your letter of June 23 seeking information about our corporate travel packages.
C) Yes, we can put together a corporate travel package that will meet your needs and fit your budget.
D) Thank you so much for your interest in our corporate travel packages.

Question 11

End dates and specific actions in a routine request letter should be placed in the

A) introduction.
B) body.
C) closing.
D) enclosure notation.

Question 12

A subject line in a direct reply letter

A) is mandatory.
B) generally refers in abbreviated form to previous correspondence and/or summarizes a message.
C) must be written as a complete sentence.
D) identifies the sender and his or her company.

Question 13

Which of the following openings is most appropriate for a direct claim letter?

A) For the past four years, we have held our annual banquet at your fine restaurant.
B) On January 31, 34 of our employees attended a banquet at your restaurant.
C) Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.
D) We were extremely upset to learn that we were charged too much for our banquet.

Question 14

To be safe in writing a direct reply letter on company stationery, you should

A) wait at least ten business days to allow any problem to subside.
B) develop a plan to reduce the benefits offered for any claim resolution.
C) gather facts, check figures, and receive any needed approvals.
D) have your legal staff check every letter before you send it.

Question 15

Although e-mail is incredibly successful for both internal and external communication, you should still use letters when

A) you need immediate feedback.
B) the message must reach your reader very quickly.
C) formality and sensitivity are essential.
D) you have too little time to proofread.

Question 16

Which of the following statements about claims is most accurate?

A) Because you expect straightforward claims to be granted, a letter is not necessary.
B) Written claim letters are often taken more seriously than e-mail messages or telephone calls.
C) All claim letters should be written using an indirect pattern.
D) Smart businesses dislike receiving claim letters because it means they did something wrong.

Question 17

For which of the following situations should a letter be sent instead of an e-mail message?

A) You are scheduling a task force meeting.
B) You are asking members of the community to contribute to a fundraising effort for a local charity.
C) You are reminding employees about an upcoming holiday.
D) You are letting employees know about a training opportunity.

Question 18

Marcus has five questions to ask his reader in a routine information request letter. What is the best way to present these questions?

A) As a separate enclosure
B) In a bulleted or numbered list in the body of his letter
C) In paragraph form in the body of his letter
D) In a follow-up e-mail

Question 19

Which of the following is an effective opening for a routine information request letter?

A) Please answer the following questions about your Web hosting services.
B) My name is Jill Awbrey, and I am the office manager for Cape Consulting Inc.
C) I recently read an article about your firm in the Cape Cod Times.
D) Cape Consulting Inc. is the premier communication consulting firm in the Cape and islands area.

Question 20

One of the best ways to open a direct request that is likely to be granted is a/an

A) enthusiastic greeting and explanation of who the writer is.
B) justification of the request to be made.
C) question or polite command.
D) thorough explanation of the needs and parameters of the request.

Question 21

Which of the following is the most appropriate opening for an adjustment letter granting a claim?

A) We are very sorry to hear that your meal with us did not meet your expectations.
B) Thank you for your letter of November 16, in which you described the problems you experienced while dining with us last weekend.
C) Although we believe that the food we served last weekend was of the highest quality, we are willing to refund the cost of your dinner this time only.
D) The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

Question 22

Be careful when responding to an inquiry because any letter written on company letterhead is considered a legally binding contract.

Question 23

Claims made by telephone or e-mail are just as effective as claims made in writing.

Question 24

Which of the following represents the most appropriate apology for an adjustment letter?

A) We understand your reliance on a high performance router and apologize for the incomplete installation of your DataServe router.
B) We are sorry for any inconvenience this may have caused.
C) We regret the error that caused the system failure you claim on your DataServe router.
D) It is unfortunate that your DataServe router has failed, and we promise that this failure will not occur again.

Question 25

When writing a claim letter, act promptly for best results because delaying claims makes them seem less important.

Question 26

You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the closing paragraph of an information request letter.

Question 27

In a direct claim request, you should begin with a statement about what a good and loyal customer you are.

Question 28

Which of the following is the best opening for a note expressing thanks for a gift?

A) Thanks, William, for the lovely watch you and your staff gave to me to commemorate my twentieth anniversary with the company.
B) Thanks for the gift!
C) I can't believe I've been with the company for twenty years.
D) A lot has changed over the past twenty years.

Question 29

What is the best advice for writing goodwill messages?

A) Focus the message solely on the sender.
B) Make a good impression by giving a ready-made card instead of writing your own message.
C) Send a goodwill message promptly.
D) Send a goodwill message only to show appreciation for a gift or monetary award.

Question 30

Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?

A) Thanks, but I really didn't deserve this promotion.
B) So many people were so much more deserving of this promotion than I.
C) Your words about my promotion are much too kind!
D) Thanks for your kind words regarding my promotion.

Question 31

Which of the following would be least effective in a sympathy note?

A) We are deeply saddened, Nathan, to learn of the death of your wife.
B) Rebecca's generous nature and volunteer efforts for the Red Cross endeared her to many.
C) If we may help you or lighten your load in any way, you need only call.
D) If I may be of any help, please do not hesitate to contact me.

Question 32

Beginning an information or action request letter with the request itself is considered rude.

Question 33

Goodwill messages should be short, selfless, specific, spontaneous, and

A) sassy.
B) sincere.
C) spiritual.
D) suave.

Question 34

Use the direct pattern for a claim letter only when the remedy is obvious.

Question 35

Although companies send routine letters to suppliers, government agencies, and other businesses, the most important letters go to customers.

Question 36

Any details that explain why information is being requested should be placed in the body of an information request letter.

Question 37

Most of the workplace messages you write will likely deal with routine matters that require straightforward answers using the direct method.

Question 38

Shannon is writing a direct reply letter to a potential client. In the body of the letter, she will be answering several questions and wants her responses to be logical and readable. What should she do?

A) Place the answers in a numbered or bulleted list.
B) Place the answers on a separate page and attach it to the letter.
C) Place her answers in complete sentences in paragraph form.
D) Avoid clarifying statements, which could create legal trouble.

Question 39

Which of the following is not a goal when writing adjustment letters?

A) To gain the confidence of the customer
B) To gain thorough documentation to prove that the customer has presented an honest claim
C) To rectify the wrong
D) To promote future business and goodwill

Question 40

The closing of an adjustment letter should

A) guarantee that the problem will not recur if the customer continues doing business with you.
B) express confidence in future business relations.
C) assign blame to the responsible department and assure the reader that the department has been improved.
D) remind readers of their responsibility in the product failure.

Question 41

You can improve your direct reply letters by using graphic devices such as lists, tables, headings, boldface, or italics.

Question 42

Experts agree that it is essential to apologize to the customer in either the opening or closing of an adjustment letter.

Question 43

When writing a direct reply letter to a customer, refer only to the product the customer asked about. Mentioning other products would be considered rude and presumptuous.

Question 44

I have here before me your inquiry letter of August 1 is an effective opening for a direct reply letter.

Question 45

Most business letters will involve routine messages that carry good or neutral news. These letters should be organized using the ___________ pattern.

Question 46

In the closing paragraph of an adjustment letter, it is inappropriate to mention another one of your company's products.

Question 47

A letter granting an adjustment or a claim should be arranged directly.

Question 48

When a customer must write to identify or correct a wrong, the letter is called a(n) _____________.

Question 49

Many routine request letters begin with a polite command such as Would you please send me your fall catalog. Such statements, called polite commands or ____________ questions, should not be punctuated as questions because they do not require answers.

Question 50

Many direct reply letters use a(n) _____________ line, which helps the reader recognize the topic immediately by referring in abbreviated form to previous correspondence and/or summarizing a message.

Question 51

When a company receives a claim and decides to respond favorably, the letter is called an acceptance letter.

Question 52

Goodwill messages should never be sent via e-mail.

Question 53

If we may be of further assistance is an effective example of closing pleasantly in a direct reply letter.

Question 54

When responding to a letter of congratulations, you should appear humble by minimizing your achievements or suggesting that the sender has exaggerated your good qualities.

Question 55

Goodwill messages are generally much easier to write than other types of business messages.

Question 56

A personally written message will have much more impact on your reader than a ready-made card.

Question 57

Writing letters of appreciation to customers who complain can be a smart business strategy.

Question 58

Business ___________ are necessary when a permanent record is required, confidentiality is paramount, formality and sensitivity are essential, or a persuasive, well-considered presentation is important.

Question 59

When explaining compliance in the body of an adjustment letter, you should avoid words such as regret, misunderstanding, and unfortunately.

Question 60

In responding favorably to a claim, the writer should begin immediately with an apology.

Question 61

When a company receives a claim and decides to respond favorably, the letter is called a(n) ___________ letter.

Question 62

Messages that offer thanks, recognition, or sympathy are called ___________ messages.

Question 63

If an organization decides to explain how it is complying with a claim in an adjustment letter, it should be done in the ___________ of the letter.

Question 64

Letters of ________________may be written to customers for their orders, to hosts and hostesses for their hospitality, to individuals for kindnesses performed, and to customers who complain.

Question 65

_____________ notes should refer to a death or misfortune sensitively and offer assistance without going into excessive detail.