Deck 8: Writing Good-News and Neutral Messages

Question 1

When ending routine inquiry messages, one should avoid mentioning deadlines and the reasons for them.

Answer 1

False

Question 2

If your response to an inquiry includes some bad news along with good news, you should place the bad news at the beginning and ending of the message.

Answer 2

False

Question 3

Messages that contain good news should be written in the indirect order.

Answer 3

False

Question 4

In the context of writing order acknowledgements, when delays are routine and expected and do not pose a serious problem, you should use the indirect approach.

Question 5

Depending on the situation, claim messages can either be written using the direct order or the indirect order.

Question 6

When a message is likely to elicit a positive or neutral response from a reader, the direct approach is preferable.

Question 7

Ending a message with phrases such as "as soon as possible" or "at your convenience" helps in building goodwill.

Question 8

A when writing a claim that you have good reason to believe will result in an adjustment, you should use the indirect order.

Question 9

An order acknowledgment message begins with good news and ends on a goodwill note.

Question 10

Internal-operational communications are highly casual exchanges between employees of the same company.

Question 11

In writing a favorable response to an inquiry containing several questions, it is considered inappropriate to begin the message by stating that you are complying with the reader's request.

Question 12

If Julie writes an email responding to a customer complaint, she is engaging in internal-operational communication.

Question 13

When writing a favorable response to a customer inquiry, you should avoid adding comments, questions, suggestions, or additional information even if such material is relevant to the reader's original request.

Question 14

A routine inquiry should not open with a question or request.

Question 15

For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a single sentence.

Question 16

Your goal in a claim message is to convince your reader that you deserve a remedy or compensation for the situation that has occurred.

Question 17

When responding to an inquiry with two or more questions, a good approach is to answer the questions in the body of your message in the same order your reader used in asking them.

Question 18

The opening of a routine inquiry should focus on the main objective.

Question 19

Casual operational messages do not require careful construction or wording.

Question 20

Internal-operational messages are those emails and hard-copy messages written by the employees of a company to suppliers and service organizations outside the company.

Question 21

A direct-order message

A) prepares the reader to receive an emotionally-charged message.
B) offers the writer the flexibility to compose a message that is open to numerous interpretations.
C) allows the writer to begin with the key point and get to the objective without delay.
D) allows the writer to create a general message that is not adapted to suit a specific audience.
E) allows the writer to present simple information in a complex manner.

Question 22

Which of the following is the best approach to use when a message is likely to evoke a positive response from the reader?

A) the practical approach
B) the direct approach
C) the indirect approach
D) the active approach
E) the passive approach

Question 23

A good place for general explanatory material in a routine inquiry with multiple questions is

A) just after or along with the salutation in the message.
B) before the orienting material in the message.
C) in the goodwill ending of the message.
D) in an attachment as extra information.
E) in the body of the message along with the questions.

Question 24

Combining two or more questions in a sentence

A) makes each question stand out.
B) helps build goodwill with the reader.
C) de-emphasizes each question.
D) invites the reader to pay more attention to individual questions.
E) allows you to structure your questions in true question form.

Question 25

Which of the following guidelines will help create an effective good-news message?

A) All the details of the message should be covered in the first paragraph.
B) The message should use the we-viewpoint instead of the you-viewpoint.
C) The objective or main part of the message should be reserved for the ending.
D) The message should be concluded with an appropriate, friendly comment.
E) The message should be composed using the indirect plan of organizing information.

Question 26

Which of the following is the most appropriate beginning for a typical routine inquiry message?

A) an explanation of the problem or situation
B) a buffer designed to set up persuasive efforts
C) a persuasive opening using the indirect approach
D) an off-subject, friendly introduction
E) a brief statement to orient the reader

Question 27

Elewa needs an immediate response from her client about an incomplete order. Which of the following closing statements should she use in her message to the client?

A) Thank you! I will be expecting a response from you soon.
B) If you need further information, please don't hesitate to ask me.
C) Please contact me as soon as possible.
D) Please send me these details at your convenience.
E) Please reply by 2:00 p.m. to ensure that your order ships today.

Question 28

Which of the following is a good practice in framing questions for routine inquiry messages?

A) Combine two or more questions to form a compound question.
B) Avoid the use of bullets or numbering to order questions.
C) Place all of the questions in a single, concise paragraph.
D) Avoid simple yes or no questions unless they are required.
E) Structure questions in such a way that they merely hint at a need for information.

Question 29

When composing good-news and neutral messages, one may

A) use the indirect approach.
B) use the we-viewpoint instead of the you-viewpoint.
C) begin the message with a brief orienting clause.
D) avoid listing details or arranging them by paragraphs.
E) write the message in a roundabout manner.

Question 30

You are most likely to build goodwill with your readers by using

A) clichés that sound polite.
B) a closing that is tailored to your message.
C) colloquial or conversational language.
D) phrases such as "at your convenience" or "as soon as possible."
E) the we-viewpoint.

Question 31

When you believe that your reader's response will be ________ or _______, the direct organizational plan is appropriate.

A) positive; neutral
B) positive; negative
C) neutral; negative
D) formal; polite
E) informal; impolite

Question 32

Which of the following is the most effective method of making questions stand out in a routine message?

A) combining two or more questions in a sentence
B) structuring questions in true question form
C) placing all the questions in a single paragraph
D) avoiding the use of bullets to list questions
E) including as many questions as possible in each paragraph

Question 33

Bettina is a property investment manager who wants to write to a client telling him that the new sprinkler system installed at his property has already reduced its water bill by hundreds of dollars over last year. Which of the following guidelines should Bettina follow when writing this message?

A) She should write the message using the indirect approach of organizing information.
B) She should explain the orienting material in detail and keep the main objective brief.
C) She should present the objective or key point of the message at the end.
D) She should include all necessary explanations in the body of the message.
E) She should end with a general closing, such as "If you need further information, just ask."

Question 34

What is the advantage of closing a message with a tailored ending?

A) It allows you to emphasize the I-viewpoint.
B) It puts the writer at the central position.
C) It helps in building more goodwill.
D) It allows you to use clichés without distracting the reader from the main message.
E) It allows you to create a message that is open to various interpretations.

Question 35

Binh is writing a message to a client to tell him that if he does not bring his account current, she will be forced to end their working relationship. She knows he will not respond well to this message. What should she do?

A) begin her message by accusing him
B) use the direct organizational plan
C) use the indirect organizational plan
D) end her message by pointing out how bad the situation is
E) use blunt language to immediately identify the problem

Question 36

The opening of a routine inquiry should always

A) ask a specific question.
B) give the reader a clear sense of your purpose.
C) orient the reader with a brief background statement.
D) use a broad question to introduce the more specific questions you will ask in the body.
E) provide an explanation of why you are making the inquiry.

Question 37

Which of the following guidelines should be followed when writing an effective message carrying good news?

A) The message should be written using the indirect order of organizing information.
B) All the details of the message should be covered in the first paragraph.
C) The objective of the message should be made clear within the first paragraph.
D) The objective or key point of the message should be presented at the end of the message.
E) The message should use the we-viewpoint instead of the you-viewpoint.

Question 38

Which of the following statements about a routine inquiry that seeks only one piece of information is true?

A) The message can be move to a goodwill ending immediately after you ask your question.
B) Such a message restricts the sender from adding any extra explanation related to the query.
C) The length of the message must be kept to a minimum by excluding explanatory information.
D) Such a message makes it mandatory for the writer to use the indirect approach.
E) The message requires that the writer use the we-viewpoint in addressing the reader.

Question 39

If you are seeking only one piece of information in a routine inquiry message, you should

A) begin the message with a specific question.
B) open the message with an expression of thanks.
C) write the message using the I-viewpoint.
D) avoid using the active voice in writing sentences.
E) use clichés that sound positive to build goodwill.

Question 40

When is it best to use the indirect approach in creating a message?

A) when the message is likely to evoke a negative response from the reader
B) when the message is requesting routine information
C) when the message is informing the reader about good news
D) when the message is intended for an audience who prefers to get to the main point without delay
E) when the message is likely to evoke a neutral response from the reader

Question 41

Which of the following sentences would be most effective in attracting attention as part of a routine inquiry about an advertised product?

A) It would be nice if you would tell me more about the company retreat facilities that were advertised in the most recent edition of Business Today.
B) Could you please answer the following questions regarding the company retreat facilities that were advertised in the most recent edition of Business Today?
C) I saw your company retreat facilities advertisement in Business Today, and I want to know more about them.
D) Your new company retreat facilities appears to meet our needs well, and we would like to know more about them.
E) Please refer to your latest company retreat facilities advertisement. I have a few questions about it.

Question 42

Which of the following sentences would be most likely to convey the right tone in a claim message?

A) I cannot believe that you sent us a broken product!
B) I'm extremely disappointed with your subpar service.
C) I expected your company to be more professional in handling my order.
D) Please send us a replacement by January 1.
E) You got my order wrong, and want it to be replaced ASAP.

Question 43

The Molinari Company has shipped the wrong dining room set to Martha. In the hopes of correcting the situation, Martha plans to write

A) an order acknowledgement.
B) a claim message.
C) a routine inquiry.
D) a favorable response.
E) an internal-operational message.

Question 44

Which of the following guidelines should be followed when writing order acknowledgement messages?

A) Begin the message with bad news, if there is any.
B) Be direct in telling the customer about any additional information they need to provide.
C) Include information about new products, services, or opportunities for the reader.
D) Refrain from mentioning a delay if it is due to unexpected reasons.
E) Avoid wasting time in building goodwill and stick to the main point.

Question 45

Which of the following guidelines should be followed when responding favorably to multiple questions in a routine inquiry message?

A) Order your answers logically, such as in numbered paragraphs.
B) Make your answers stand out by responding to each question in a new message.
C) Build suspense by answering the most important question last.
D) Answer as concisely as possible, combining several answers into a single paragraph where practical.
E) Avoid using numbered or bulleted lists.

Question 46

Which of the following concluding sentences is most likely to build goodwill in a routine inquiry message?

A) Your prompt reply to our proposal by August 31 will allow us to start our work on time.
B) We would appreciate an early response.
C) We know that you will be kind enough to help us. Thank you in advance.
D) Hoping to hear from you ASAP.
E) Please return the completed project reports at your convenience.

Question 47

Which of the following should be included in the body of a direct claim?

A) a statement that indirectly places the blame on the reader
B) a direct statement that uses the word you and points out what the reader did wrong
C) a statement that uses words such as disappointment and complaint to accurately reflect your emotions and the situation
D) a paragraph explaining the problem to help your reader understand your requirements
E) a statement indicating that you will take your business elsewhere

Question 48

Which of the following guidelines should be followed when writing an order acknowledgement message?

A) Begin with the news of when the order should be received by the customer.
B) Begin by explicitly thanking the customer for their order.
C) Open the message with promotional material.
D) Refrain from mentioning expected delays.
E) Avoid wasting time in building goodwill.

Question 49

Which of the following is an ideal opening for a direct claim?

A) Unfortunately, you shipped only three laptops instead of the five we ordered.
B) Please adjust invoice 3459 to show that we ordered six office chairs, not seven.
C) Imagine our disappointment when we received our order and discovered three broken glasses.
D) On November 1, our team met and decided it was time to upgrade the phones for our field representatives.
E) You shipped us three tablets that didn't work, and you shipped them later than you promised.

Question 50

Karpos is looking for a company to supply his business with wire in various gauges. When sending inquiries to prospective suppliers, which of the following would be the most effective sentence to include in his opening?

A) We would like to know about your wire products.
B) It would be nice if you could tell me about your wire products.
C) Will you please answer the following questions about your wire products?
D) As our previous supplier went out of business, we need information regarding your wire products.
E) Your wire products appear to be just what we need.

Question 51

Which of the following guidelines should be followed when answering two or more questions in a favorable response message?

A) Answer the questions in order of simplest to most complex.
B) Respond to the most important query as quickly as possible, then follow up with a second message addressing the less important questions.
C) Avoid telling the reader that you are complying with his or her request, as it sounds redundant.
D) Avoid numbering your answers, unless the questions they are responding to were also numbered.
E) Arrange the answers in the same order as the corresponding questions in the inquiry message.

Question 52

Which of the following sentences is most likely to build goodwill in a routine inquiry message?

A) Please sign and return the paperwork by October 5 so that we may keep to the proposed schedule.
B) Thanks in advance for returning the signed paperwork as soon as possible.
C) A prompt return of the signed paperwork will be highly appreciated.
D) Hoping to hear from you soon.
E) Please return the signed paperwork at your convenience.

Question 53

Which of the following illustrates the most positive way of explaining a shipping delay?

A) Your order of 20 bolts of dyed silk will not be shipped until March 30 due to a production delay.
B) Due to unforeseen circumstances, we are unable to ship your order.
C) Because we aren't producing dyed silk at this time, you will receive your order sometime in late March.
D) We cannot ship the bolts of dyed silk you have ordered until next month, because dyeing does not resume until February 1.
E) Our silk dyeing process resumes on February 1; your order of 20 bolts of dyed silk will arrive on March 30.

Question 54

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

A) Thank you in advance for your help. We expect a reply as soon as possible.
B) Please respond to our queries at your convenience.
C) As we must begin production on July 15, I'd appreciate your response by that date.
D) Thank you for your cooperation in assisting us with our queries.
E) Your early response would be most sincerely appreciated.

Question 55

When including bad news in a favorable response, you should

A) place the bad news in secondary positions.
B) avoid using space emphasis.
C) present the bad news at the end of the message.
D) present the bad news at the beginning of the message.
E) present the bad news in the main clause of the message.

Question 56

Which of the following should you do when responding favorably to questions in a routine inquiry message?

A) Answer each question in a separate message to ensure clarity.
B) Conclude the message with the answer to the reader's primary question.
C) Answer all the questions in a single paragraph.
D) Answer the most important question first.
E) Request the sender limit the number of questions.

Question 57

Which of the following is true of order acknowledgements?

A) You should not use the you-viewpoint when writing acknowledgements.
B) You must use a highly formal style when writing acknowledgements.
C) Acknowledgements are typically written using the indirect plan of organizing information.
D) The sole purpose of writing acknowledgements is to help build goodwill.
E) Acknowledgements let people who order goods know the status of their orders.

Question 58

Halina has received a customer inquiry asking about the availability of her hotel's penthouse suite on April 5th. She has determined that the suite is available, and is composing a response for the customer. Which of the following openings should Halina use?

A) I have received your message dated April 5, in which you ask...
B) Thank you for your message dated April 5.
C) Thank you for your inquiry about our penthouse suite.
D) We appreciate you contacting our hotel.
E) Yes, our penthouse suite is available on April 5th.

Question 59

Which of the following claim messages presents its content in the most appropriate manner?

A) It was highly disappointing that our order was not fulfilled as per your service-level agreement.
B) Your delivery of a broken product was unacceptable.
C) You guys really screwed up this time.
D) Please replace the broken product by tomorrow.
E) I am not happy about receiving the wrong product. You should be more careful.

Question 60

In the context of order acknowledgements, which of the following illustrates the most positive way of responding to a vague order?

A) You failed to mention the number of bookcases that you need.
B) The expected delivery date was not mentioned in your order.
C) You did not specify the details of the requested products.
D) If you had specified the exact model, we would have shipped your order immediately.
E) So we can ship your order, please let us know which of the two bookcase models you would like.

Question 61

Which of the following statements about moderately formal internal-operational messages is true?

A) They are usually used to give quick responses to work issues.
B) They do not require careful construction or wording.
C) They begin by stating their objectives and then systematically discuss vital information.
D) They are typically written to present policies and procedures.
E) They are typically collected and kept in manuals for further reference.

Question 62

How does the assessment of a reader's likely reaction influence the construction of a business message?

Question 63

Ozqur owns a chain of frozen yogurt shops. After one of his employees had a particularly scary encounter with a patron, he writes a memo to his employees outlining the new procedure for dealing with difficult or threatening customers. This message is most likely a ______ message.

A) casual internal-operational
B) formal internal-operational
C) moderately formal internal-operational
D) formal external-operational
E) moderately formal external-operational

Question 64

How should you structure questions in a routine inquiry message?

Question 65

Which of the following statements about internal-operational messages is true?

A) They are formal messages sent from employees of an organization to outsiders.
B) They are messages developed by a business to communicate effectively with its clients.
C) They are casual exchanges between the employees of an organization with those of another organization.
D) Documents uploaded to intranets cannot be classified as internal-operational messages.
E) The formality of such communication ranges from casual to moderately formal to formal.

Question 66

How should bad news be handled when writing routine responses?

Question 67

Briefly explain the nature of internal-operational communications and the tone used in such messages.

Question 68

Create three brief examples: one of a situation where a casual internal-operational message would be appropriate, one of a situation where a moderately formal internal-operational message would be appropriate, and one of a situation where a formal internal-operational message would be appropriate.

Question 69

The following is an email from Devi to her co-worker, Ilya: "Remind me, should David be invited to tomorrow's meeting?"
This is an example of

A) a casual internal-operational message.
B) a moderately formal internal-operational message.
C) a formal internal-operational message.
D) an informal external-operational message.
E) a moderately formal external-operational message.

Question 70

Explain the general plan for direct-order messages.

Question 71

Explain the process of closing routine messages with goodwill.

Question 72

How should a direct claim message be organized?

Question 73

Write a brief, direct order acknowledgment informing a customer that their order will be delayed by one day.

Question 74

Messages that stay within a business and are used to complete the work of the business are referred to as ______ messages.

A) external-operational
B) routine inquiry
C) direct
D) internal-operational
E) neutral

Question 75

Outline the plan recommended for a routine inquiry message.