Deck 8: Writing Routine and Positive Messages

Question 1

Including a deadline in the close of a request

A)is rude and unprofessional.
B)is acceptable for internal audiences,but never external audiences.
C)will offend your audience,unless they are your subordinates.
D)is effective only when you explain the consequences of failing to meet it.
E)helps the audience understand exactly what you want.

Answer 1

E

Question 2

When making a routine request,you should 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.
E)a humorous comment.

Answer 2

C

Question 3

When asking for information and action,explaining why you're making the request

A)is unnecessary since the audience is likely to comply.
B)is part of an effective strategy for getting what you want.
C)suggests that you think the audience is unintelligent.
D)causes your request to be wordy and hard to understand.
E)generally reduces the likelihood of receiving a positive response.

Answer 3

B

Question 4

Which of the following would be the best opening for a routine request?

A)Please send me a summary of the eastern region's sales data for April.
B)As soon as you get this,send me last month's sales data.
C)I know you may not want to,but send me last month's sales data.
D)I am very sorry to ask you to do this.
E)Hopefully,this will not be too much trouble for you.

Question 5

When making an unusual or complex request,it is best to

A)ask all at once,even if it makes results in one long and complicated question.
B)use passive voice to state the request.
C)break it down into specific,individual questions.
D)use a particularly demanding tone.
E)warn the audience that they might struggle to understand it.

Question 6

When you're composing a routine request,________ will help you state your request effectively.

A)being general and noncommittal
B)paying attention to tone
C)closing the message with your main idea
D)using a buffer sentence to delay stating your request
E)not assuming the audience will comply

Question 7

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)begin with the most important question.
D)weave your questions into the rest of the content of your message.
E)combine all related issues into one question.

Question 8

In most cases,when making routine requests you should assume that the audience will not comply.

Question 9

Much of the most critical communication between a company and its customers is about

A)production issues.
B)quality issues.
C)unique problems that may arise.
D)routine matters.
E)personnel issues.

Question 10

In the direct approach to writing a routine request,state the main idea

A)when you're closing the message.
B)in the middle of the second paragraph.
C)when you open the message.
D)at the bottom of the first paragraph.
E)only by implication; do not specifically state why you are writing.

Question 11

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

Question 12

In a simple request for information or action,________ will get the job done.

A)using a direct approach
B)using a dramatic approach
C)using an indirect approach
D)using a tangential approach
E)using a persuasive approach

Question 13

When you're writing routine replies and positive messages,use the direct approach because

A)it will help skeptical readers understand your argument.
B)your readers will be indifferent to the content of your message.
C)recipients will generally be interested in what you have to say.
D)inquisitive readers will enjoy exploring the rhetorical context of your message.
E)presenting your reasoning before your bottom line will grab each reader's attention.

Question 14

In the body of a routine request,you should

A)beg the reader to grant your request.
B)explain and justify your request.
C)give your sales pitch.
D)explain what will happen if the audience does not do what you are asking.
E)state your main idea.

Question 15

When making a routine request,you should

A)use the inductive plan.
B)assume that the audience is willing to comply.
C)demand immediate action.
D)explain the consequences of failing to comply.
E)assume that the audience will not be willing to comply.

Question 16

Choosing between the direct and indirect approaches in a routine request depends primarily on

A)whether the audience is internal or external.
B)whether the audience is large or small.
C)how reluctant the audience will be to comply.
D)how soon you need the request fulfilled.
E)when you send the request.

Question 17

Writing "thank you in advance" at the close of a routine request

A)is courteous and effective.
B)will guarantee a positive response.
C)is best to avoid,since many people find it presumptuous.
D)is most effective when you end the statement with an exclamation point.
E)is expected when your audience is unfamiliar.

Question 18

A typical routine request contains

A)an opening,a close,and an appendix.
B)a body,a close,and bullet points.
C)an opening,a body,and a close.
D)an introduction,reasons for granting the request,and an apology.
E)an opening,an introduction,and a body.

Question 19

When closing a direct request,you should be sure to

A)include an apology for taking up the reader's time.
B)include a mention of your own qualifications or status.
C)include the time limits involved in your request.
D)include an indication of the consequences of a failure to reply.
E)downplay the significance of what you are asking.

Question 20

In the closing section of a routine request,________ would be out of place.

A)asking a series of questions
B)requesting some specific action
C)expressing your goodwill and appreciation
D)providing your contact information
E)including relevant deadlines

Question 21

When you're writing a routine request for information or action in a complex situation,

A)provide vague reasons to support your request.
B)limit the justification for your request.
C)point out the benefits of complying with your request.
D)dwell on the negative consequences of choosing not to comply.
E)identify who will be affected by a lack of action on the reader's part.

Question 22

Many routine requests have several parts.Identify and discuss best practices for explaining and justifying a routine request.

Question 23

When making claims or requesting adjustments,you should begin by

A)complimenting the company for past service.
B)providing a detailed description of the faulty merchandise.
C)providing a straightforward explanation of what the problem is.
D)threatening legal action if you do not receive a favorable adjustment.
E)saying how disappointed you are in the company.

Question 24

When making a claim or requesting an adjustment,your close should

A)clearly state how angry and disappointed you are.
B)explain the specific details of the problem.
C)request the specific action required to resolve the problem.
D)explain that you are planning to seek legal counsel.
E)suggest that you will probably take your business elsewhere.

Question 25

Because routine messages are so common in business,it is not necessary to pay attention to your tone when writing them.

Question 26

As you explain and justify your request,you should try to point out how complying with the request could benefit the reader.

Question 27

What are the recommended guidelines for writing a routine request?

Question 28

In emailing a vendor for an update on the ship date of your order,what elements should you include in the closing of your request?

Question 29

In requesting a sales report from a coworker,you should

A)use the indirect approach.
B)get straight to the point.
C)maintain a formal style and tone.
D)incorporate circular reasoning to justify your request.
E)copy the manager on the request.

Question 30

When writing for a claim or adjustment,the opening should state the problem as well as

A)who is at fault.
B)competitive options.
C)how the issue has affected the business relationship.
D)model and serial number.
E)your request.

Question 31

What three message points can you use to write most simple request messages?

Question 32

The opening of a request for a recommendation should include

A)a buffer statement to distract the reader.
B)a statement implying that you're applying for a position.
C)a statement on why the recommendation is needed.
D)an apology for bothering the reader.
E)a request for the writer to overstate your qualifications.

Question 33

Unlike a claim,a request for adjustment

A)is a formal complaint.
B)should be phrased in a more aggressive tone.
C)does not require supporting documentation.
D)seeks a specific settlement.
E)should always open with a buffer.

Question 34

Because requests for recommendations and references are ________,they can be organized using a direct approach.

A)simple
B)personal
C)confidential
D)risky
E)routine

Question 35

When you request an adjustment,asking the company to assess your claim and then propose a fair solution to the problem is

A)a waste of time.
B)effective with small companies only.
C)always more effective than proposing a solution of your own.
D)helpful when you are uncertain about the exact nature of the problem.
E)feasible only if you have hired legal counsel.

Question 36

In closing a request for a recommendation,you should include

A)an expression of appreciation.
B)a reminder as to why you need a recommendation.
C)key points you want the writer to include in the recommendation.
D)type of job being applied for.
E)skills needed for the job being applied for.

Question 37

Before volunteering someone's name as a reference,always

A)assume you have permission to do so.
B)ask that person's permission.
C)describe your relationship with that person.
D)list that person's address and phone number for ease of contact.
E)explain that you're not really sure what they will say about you.

Question 38

Most simple requests can be handled by explaining

A)what you want to know or want the reader to do.
B)who is making the request.
C)why the request is critical.
D)who the reader should seek help from to fulfill the request.
E)the potential outcome if the request is denied.

Question 39

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,preaddressed envelope.
C)use the persuasive approach.
D)use the bad-news approach.
E)tell them what specific qualities you would like mentioned.

Question 40

A claim is ________; an adjustment is ________.

A)a goodwill message; a means to an end
B)an emotional reaction; a calculated response
C)a formal complaint; a settlement of a claim
D)an informal complaint; an emotional reaction
E)an assertion; a shift in point of view

Question 41

The opening of a routine or positive message should be

A)brief and enigmatic.
B)terse and demanding.
C)wordy and indirect.
D)clear and concise.
E)direct and informal.

Question 42

When you're writing to acknowledge a customer's order,include a ________ to assure the customer that he/she has made good purchase.

A)resale comment
B)discount coupon
C)price list for other products
D)self-addressed stamped envelope
E)copy of a press release

Question 43

When you're providing details in the body of routine or positive message,

A)include a checklist of questions for the reader to consider.
B)identify potential flaws in service.
C)be complementary.
D)maintain the supportive tone that you established in the introduction.
E)explain the consequences of not achieving your goal in writing.

Question 44

Routine,positive messages should do all of the following except

A)leave your reader with a good impression.
B)use an indirect approach.
C)provide all required details.
D)communicate the information or positive news.
E)use a professional,respectful tone.

Question 45

Due to potential legal problems,many companies have a policy that prevents employees from providing recommendation letters.

Question 46

Requesting references before extending credit

A)was once common,but not anymore.
B)happens only when the applicant has a very poor credit rating.
C)is illegal in the U.S.
D)is a diplomatic way of denying applications.
E)is a common practice.

Question 47

When you're writing a routine reply to a positive message,your readers will generally be ________ what you have to say; therefore,you can use the ________ with a routine reply or positive message.

A)interested in; direct approach
B)resistant to; indirect approach
C)skeptical of; direct approach
D)in tune with; indirect approach
E)oblivious to; direct approach

Question 48

The close of a routine reply or positive message should

A)clearly state who will do what next.
B)explain the reasons for any negative information you have included.
C)offer an explanation for why this decision was made.
D)create some ambiguity,so the audience will be more likely to contact you.
E)offer a resale opportunity.

Question 49

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

Question 50

In a positive message,you should explain your point completely in

A)the introduction.
B)the body.
C)the close.
D)all three,since repetition is the key to getting the message across.
E)none of the above,allowing the reader to figure it out on his or her own.

Question 51

In a positive message,present the main idea

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.
E)by implication only.

Question 52

Most routine informative messages have a ________ tone.

A)positive
B)relational
C)neutral
D)dogmatic
E)negative

Question 53

If you have mildly disappointing information to deliver as part of a positive message,you should

A)put the negative information in a favorable context.
B)simply omit it from the message.
C)put the negative information first.
D)put the negative information last.
E)use humor to suggest the outcome is not too bad.

Question 54

When you're writing a routine reply to a positive message,your readers will generally be ________ what you have to say,so you can use the ________ in your reply.

A)interested in; direct approach
B)resistant to; indirect approach
C)disinterested in; direct approach
D)in tune with; indirect approach

Question 55

List the three major categories of common routine requests.

Question 56

When responding positively to a request,the goal is to

A)increase future sales.
B)leave the reader with a good impression of you and your firm.
C)imply good news without clearly stating it.
D)answer the most important questions.
E)provide details that will help the reader make a decision.

Question 57

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

A)to be avoided in routine positive messages.
B)a good way to build customer relationships.
C)an important part of all negative responses to claim letters.
D)insulting and self-serving,unless you include a check or a free product.
E)most effective in an indirect message.

Question 58

The closing section of a positive message

A)highlights a benefit to the audience or expresses goodwill.
B)states the main idea.
C)is the longest part.
D)provides resale information.
E)should usually include humor or a personal comment.

Question 59

Describe the three-step strategy for requesting information and action.

Question 60

If you have strongly negative information to deliver as part of a positive message,you should

A)open with the negative information.
B)use the indirect approach.
C)put the negative information in a separate message.
D)apologize for having to spoil the moment.
E)put it at the beginning of the message.

Question 61

The best opening for a positive message includes the single most important information you need to give the audience.

Question 62

When answering requests and a potential sale is involved,one important goal is to

A)leave your audience with a good impression of you and your firm.
B)provide negative information about any possible competitors.
C)use hard sell techniques to pressure the reader into making the purchase.
D)answer only those questions that present your product or firm in a positive light.
E)encourage an immediate sale by offering an incentive for an immediate purchase.

Question 63

What three goals should you have when answering routine requests and a potential sale is involved?

Question 64

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

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 anyone in your organization by name.
E)always find a way to blame the customer for the problem.

Question 65

Send a ________ to take note of a significant event in someone's business or personal life.

A)message of appreciation
B)message of congratulations
C)message of acknowledgement
D)message of recognizance
E)message of interest

Question 66

In most companies,news releases are

A)written by interns or marketing trainees.
B)tools for communicating directly with consumers.
C)considered social media releases that can be shared on microblogs.
D)prepared or supervised by specially trained writers in the public relations department.
E)written differently than a social media release.

Question 67

If you decide to write a letter of recommendation about a job candidate,your goal should be to

A)remain neutral about the candidate's suitability for the job.
B)boost the job candidate's sense of self-worth and well-being.
C)explain why you're qualified to access the candidate.
D)convince readers the candidate has the characteristics necessary for the job.
E)include at least one negative comment to show objectivity.

Question 68

If you're responding to a claim and your company is at fault,it is best to

A)avoid sympathizing with the customer,since it can lead to lawsuits.
B)do all you can to discourage further correspondence.
C)take (or assign)personal responsibility for setting matters straight.
D)be vague about when the claim may be resolved.
E)wait at least two weeks before you respond.

Question 69

When you're responding to a complaint from a customer,

A)deflect the blame up the supply chain.
B)maintain a professional demeanor.
C)counter the complaint with logical arguments.
D)imply that the customer is at fault.
E)promise the issue will not happen again.

Question 70

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)refuse the claim but forward the paperwork to the third party.
C)avoid placing blame and focus on the solution.
D)advise the customer never to do business with that third party again.
E)refuse the claim but assure the customer that you will never do business with the third party again.

Question 71

Which of the following will not help you write routine messages that promote goodwill?

A)providing information your readers may find helpful
B)focusing on your audience
C)including a sales pitch with every routine message
D)maintaining a positive tone
E)offering suggestions for areas of improvement

Question 72

As a rule,social media releases do not include

A)social networking links.
B)long narrative paragraphs.
C)Twitter-ready statements.
D)share-ready content.
E)direct-to-consumer news.

Question 73

If you plan to grant a claim made by a customer who is clearly at fault,

A)pinpoint the customer's shortcomings to discourage future mistakes.
B)discourage future mistakes without insulting the customer.
C)scold the customer to discourage future mistakes.
D)post the situation on social media to discourage future mistakes.
E)tell the customer he or she is lucky you are granting the claim.

Question 74

When you're writing a message of appreciation,

A)keep it detailed and heartfelt.
B)avoid drawing attention to specific circumstances.
C)mention the names of those whom you want to acknowledge.
D)send it electronically whenever possible.
E)identify any negative results and suggestions for correcting them.

Question 75

Direct-to-consumer news releases are

A)specialized documents used to share relevant information with the news media.
B)compliance documents written for governmental regulatory agencies.
C)financial statements intended for the use of top corporate managers.
D)general purpose tools for communicating directly with customers and other audiences.
E)Twitter-ready statements.

Question 76

A routine positive message should never include negative information.

Question 77

If you have serious concerns about the qualifications of a job candidate who has asked you for a written recommendation,you should

A)avoid mentioning them in the letter of reference.
B)include allegations of misconduct in reference letter.
C)elect not to write the recommendation.
D)express your concerns via social media.
E)tell the candidate you do not feel they are qualified.

Question 78

The categories of routine replies and positive messages include all of the following except

A)answering requests for information and action.
B)granting claims and adjustments.
C)refusing applicants' résumés.
D)sending goodwill messages.
E)providing recommendations.

Question 79

You're preparing an internal blog post about this year's annual company picnic.The message is generally positive,but you need to say that-unlike past picnics-the event will not be catered.What approach is best for conveying mildly disappointing information such as this in the context of a positive message?

Question 80

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

A)if you handle the situation well,the customer will be even more loyal than before.
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.
E)the customer will no longer do business with you,even if you grant the request.