Deck 7: Getting to the Point in Good-News and Neutral Messages

Question 1

If your response to an inquiry mostly contains good news with some bad news, you should place the bad news first.

Answer 1

False

Question 2

In a response message with multiple questions, you must number the answers.

Answer 2

True

Question 3

A message granting an adjustment should be written in the indirect order.

Answer 3

False

Question 4

In a message granting an adjustment, you should make repeated references to the problem being corrected.

Question 5

When delays are routine and expected and do not pose a serious problem, you should use the indirect approach.

Question 6

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

Question 7

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

Question 8

Even though the basic objective of granting an adjustment is good news, some negative thoughts may remain.

Question 9

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

Question 10

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

Question 11

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

Question 12

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

Question 13

It is rude to open a response message by stating that you are complying with the reader's request.

Question 14

The most appropriate ending for a routine inquiry message is a general statement that does not waste time in revisiting the topic of the message.

Question 15

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

Question 16

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

Question 17

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

Question 18

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

Question 19

Special considerations when writing an message include overcoming the reader's negative impressions and regaining the reader's confidence in you and your company.

Question 20

In cases when the reader is likely to respond negatively, the direct approach is preferred.

Question 21

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

A) The message should use the indirect approach of organizing the content.
B) The entire objective should be contained in a sentence at the beginning of the message.
C) The objective or main part of the message should be reserved for the ending.
D) If parts of the objective require explanation or commentary, these must be included in the message.
E) The message should use the we-viewpoint instead of the you-viewpoint.

Question 22

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

A) using clichés that sound polite.
B) using a closing that is tailored to your message.
C) using colloquial words familiar to you.
D) using general statements such as "at your convenience" or "as soon as possible."
E) using the we-viewpoint.

Question 23

Suppose that a writer wants a response from the reader the same day. Which of the following closing statements will be most effective in building goodwill in this case?

A) Thank you! Your reply will be appreciated.
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) Your reply by the end of the day will be appreciated.

Question 24

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 requests for routine information
C) When the message informs the reader about good news
D) When the message is intended for an audience who prefers to get to the main point at the earliest
E) When the message is likely to evoke a neutral response

Question 25

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

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

Question 26

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) Avoiding the use of bullets
C) Placing all the questions in a single paragraph
D) Structuring questions in true question form
E) Including three to four questions in each paragraph

Question 27

The _____ approach is best when a message is likely to evoke a positive response from the reader.

A) roundabout
B) direct
C) mixed
D) ambiguous
E) passive

Question 28

Which of the following is an advantage of a closing that is tailored to suit your message?

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

Question 29

What is the advantage of providing background information and orienting statements in a routine inquiry?

A) They allow the use of fragmented phrases.
B) They help reduce any startling effect that a direct question might have.
C) They help introducing a reader to the crux of the message immediately.
D) They allow the use of the we-viewpoint.
E) They put the writer at the central position.

Question 30

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

A) When the message is likely to evoke a positive response from the reader
B) When the message involves persuading a client of a business deal of which he/she is not very convinced
C) When the message informs the reader about an impending bad news
D) When the message offers an explanation to stakeholders in times of crisis
E) When the message informs a customer about the cancellation of a major order

Question 31

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

A) The message can be concluded immediately after asking for the information.
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 any extra information.
D) A message involving routine inquiry makes it mandatory for the writer to use the indirect approach.
E) The message requires that the writer uses the we-viewpoint.

Question 32

Which of the following is the result of combining two or more questions in a sentence?

A) It makes each question stand out.
B) It helps build goodwill with the readers.
C) It de-emphasizes each question.
D) It invites the reader to pay more attention to individual questions.
E) It allows the ranking of questions according to their importance.

Question 33

Since business professionals expect messages to be presented clearly and concisely, most business messages use the _____.

A) direct order
B) passive voice
C) we-viewpoint
D) colloquial words
E) fragmented phrases

Question 34

Why are good-news and neutral messages typically written in the direct order?

A) It prepares the reader to receive an emotionally charged message.
B) It offers the writer the flexibility to compose a vague message open to numerous interpretations.
C) It allows the writer to present information in a message as clearly and concisely as possible.
D) It allows the writer to create general messages that are not adapted to suit a specific audience.
E) It allows the writer to put the content in a roundabout manner.

Question 35

Which of the following is true about good-news and neutral messages?

A) These messages should use the indirect approach.
B) These messages should use the we-viewpoint instead of the you-viewpoint.
C) These messages can open with a brief orienting phrase or clause.
D) These messages avoid the linear order of organizing information.
E) These messages are best received when written in a roundabout manner.

Question 36

Which of the following is the best place for general explanatory material in a routine inquiry with multiple questions?

A) With the salutation
B) Before the prefatory material
C) In the goodwill ending
D) In the body along with the questions
E) In an attachment as extra material

Question 37

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

A) The message should use the indirect approach of organizing the content.
B) The entire objective should be contained in a sentence at the beginning of the message.
C) The objective or main part of the message should be reserved for the ending.
D) You should end the message with some appropriate friendly comment.
E) The message should use the we-viewpoint instead of the you-viewpoint.

Question 38

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

A) The message should use the indirect approach of organizing the content.
B) The entire objective should be contained in a sentence at the beginning of the message.
C) The prefatory part of the message must be kept brief with focus on the real message.
D) The objective or main part of the message should be reserved for the ending.
E) The message should use the we-viewpoint instead of the you-viewpoint.

Question 39

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

A) begin with the specific question.
B) open the message with an expression of thanks.
C) use the we-viewpoint.
D) avoid using the active voice.
E) use cliches that sound positive to build goodwill.

Question 40

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

A) Combine two or more questions in a sentence.
B) Avoid the use of bullets to order questions.
C) Place all the questions in a single paragraph.
D) Avoid simple yes or no questions.
E) Use sentences that hint at a need for information.

Question 41

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

A) It was highly disappointing that we received a broken product.
B) I have been a long-standing customer and am not happy with the shabby treatment of my order.
C) I expect your company to be more professional in handling my orders henceforth.
D) We would appreciate if you could replace the broken piece by tomorrow.
E) I am not satisfied with the goods you had sent.

Question 42

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

A) Begin the message with good news.
B) Use the we-viewpoint.
C) Open the message with additional promotional material.
D) Refrain from mentioning a delay if it is expected.
E) Avoid wasting time in building goodwill.

Question 43

Sandra has to write a routine inquiry message seeking information about a possible venue for the company's annual employee-recognition banquet. Which of the following will be the most effective opening to her routine inquiry message?

A) We would like to have some information about your banquet facilities.
B) We need some information regarding your banquet facilities.
C) Will you please answer the following questions about your banquet facilities?
D) As we are getting ready for our annual employee banquet, we need information about your banquet facilities.
E) Your banquet facilities appear to be just what we need.

Question 44

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

A) Your order of 65 EZ staplers will not ship until June 12 due to production delay.
B) Your order of 65 EZ staplers did not ship today as expected due to a production delay.
C) Production of EZ staplers resumes on June 1; your order of 65 EZ staplers will arrive on June 12.
D) We cannot ship the EZ staplers you had asked for because production does not resume until June 1.
E) Because we aren't producing EZ staplers until after June 1, you will receive your order sometime around June 12.

Question 45

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

A) Order your answers logically or arrange them in paragraphs.
B) Make your answers stand out by dedicating a different response message to each answer.
C) When answering two or more questions, preferably only answer the most important question.
D) Avoid telling the reader that you are complying with the request, it sounds redundant.
E) Avoid identifying the message being answered in the subject line.

Question 46

Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings will be most effective in this situation?

A) I have received your August 4 message in which you ask...
B) Thank you for your August 4 message.
C) Thank you for awaiting our approval.
D) Yes, you may use the company's logo in promotional materials for...
E) We have given your question some thought...

Question 47

Why are most claim messages written in the indirect approach?

A) They involve routine circumstances.
B) They involve unhappy news.
C) They require that negative news be placed at the beginning of the message.
D) They require that the we-viewpoint be used.
E) They do not need to be adapted according to the audience.

Question 48

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

A) An indirect statement blaming the reader
B) A direct statement accusing the reader of unprofessional services
C) A statement with words such as disappointment and complaint that reflects your emotions
D) A paragraph of explanation to help your reader understand your claim
E) A statement identifying your long-standing business relationship written in the we-viewpoint

Question 49

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

A) A polite but direct statement of what you need
B) A direct statement accusing the reader of unprofessional services
C) A statement with words such as disappointment and complaint which reflect your emotions
D) A paragraph of background information written in the we-viewpoint
E) A statement identifying the fault of the reader

Question 50

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

A) Thank you in advance for your help.
B) Hoping to hear from you at your earliest convenience
C) As we must begin production on February 1st, I'll appreciate your response by that date.
D) Thank you for your cooperation.
E) Your early response would be most sincerely appreciated.

Question 51

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

A) Your preparation of estimates by June 13 will enable us to choose a contractor by the month-end.
B) A prompt reply to the request we have put forward will be highly appreciated.
C) Thank you in advance for your help.
D) Hoping to hear from you soon.
E) I must have these cost estimates ASAP.

Question 52

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

A) Make your answers stand out by dedicating a different response message to each answer.
B) When answering two or more questions, preferably only answer the most important question.
C) Avoid telling the reader that you are complying with the request, it sounds redundant.
D) Avoid identifying the message being answered in the subject line.
E) Arrange the answers according to the questions.

Question 53

Which of the following sentences will be most effective in attracting attention for a routine inquiry about an advertised product?

A) There is some information that I need from you.
B) Could you please answer the following questions regarding the Mir-Cal product advertised in last Sunday's Potterville Times?
C) I saw your recent advertisement on Mir-Cal fabric and want to know some of the facts about it.
D) Mir-Cal fabric appears to meet our needs well, and I should like to know more about it.
E) Please refer to your July 1 advertisement about Mir-Cal fabric.

Question 54

Which of the following is true about acknowledgements?

A) They can do away with the you-viewpoint.
B) They restrict the use of informal language.
C) They let people know the status of their orders.
D) Their primary function is to help build goodwill.
E) They typically begin with bad news and conclude with good news.

Question 55

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

A) Your prompt reply to our proposal by the 31^st of December will help us to start on the necessary action.
B) A prompt reply to the request we have put forward will be highly appreciated.
C) We know that you will be kind enough to help us. Thank you in advance for your help.
D) Hoping to hear from you as soon as possible.
E) I must have these cost estimates ASAP.

Question 56

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

A) It was highly disappointing that we received a broken product.
B) I have been a long-standing customer and am not happy with the shabby treatment of my order.
C) I expect your company to be more professional in handling my orders henceforth.
D) It would be nice if we could get a replacement by the 1^st of January.
E) I am not satisfied with the goods you had sent.

Question 57

Which of the following should be done when answering many questions in a favorable response message?

A) Answer one question in one message.
B) Begin with a general statement and answer all the questions in a single paragraph.
C) Answer the most important question in the first message and reserve other questions for later messages.
D) Answer one question first, preferably the most important.
E) Request the sender to limit the number of questions.

Question 58

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) Focus on the delay of an order and stressing that it is your company's fault.
C) Include additional promotional material.
D) Refrain from mentioning a delay if it is due to unexpected reasons.
E) Refrain from wasting time in building goodwill.

Question 59

Which of the following is the most positive way of handling a vague order?

A) You failed to mention the number of chairs you need.
B) The delivery date was not mentioned in your order.
C) You did not specify the details of your order.
D) If you had specified the exact make we would've sent you the right product.
E) We have two models of this product. So, if you pick one we could send it to you right away.

Question 60

An effective direct response:

A) de-emphasizes negative answers.
B) avoids wasting time in goodwill talk.
C) emphasizes the we-viewpoint.
D) puts negative news at the beginning of the message.
E) presents the barest of information.

Question 61

How would you handle delayed orders and vague orders when writing order acknowledgement messages?

Question 62

How would you structure questions in a routine inquiry message?

Question 63

Which of the following guidelines should be followed when granting an adjustment?

A) You should use negative words if the reader has accused you or your company.
B) You should place the blame squarely on the reader.
C) You should use words which show that you are ready to look beyond the reader's faults.
D) You should try to regain any confidence that the reader may have lost from the experience.
E) You should avoid using reader-centered language.

Question 64

How should bad news be handled when writing routine responses?

Question 65

Which of the following is true about internal operational messages?

A) These are messages sent from employees within an organization to outsiders.
B) These are messages developed by a business to communicate effectively with its clients.
C) These are casual exchanges between the employees of an organization with those of another organization.
D) Documents uploaded on the internet or distributed as handouts are not classified as internal operational messages.
E) The formality of such exchanges ranges from casual to formal.

Question 66

Outline the plan recommended for a routine inquiry message.

Question 67

What are the different types of internal operational messages?

Question 68

Which of the following guidelines should be followed when granting an adjustment?

A) You should avoid using reader-centered language.
B) You should place the blame squarely on the reader.
C) You should use words which show that you are ready to look beyond the reader's faults.
D) You should avoid language that makes the customer's complaint the focus of your message.
E) You should use the we-viewpoint.

Question 69

How should a direct claim message be organized?

Question 70

Why are good-news and neutral messages in business written in the direct order?

Question 71

Kelly needs to write an internal operational message explaining a policy change for completing travel reimbursement forms. The most appropriate way of presenting this information is:

A) a casual internal operational message.
B) a moderately formal internal operational message.
C) a formal internal operational message.
D) either a casual or informal internal operational message.
E) either a casual, or moderately formal external operational message.

Question 72

Which of the following should be followed when granting an adjustment?

A) You should avoid using reader-centered language.
B) You should use negative words to describe what went wrong since positive words are misleading.
C) You should explain what is being done to correct the situation in a convincing and positive manner.
D) You should make the customer's complaint the focus of your message.
E) You should use the we-viewpoint when composing the message.

Question 73

What are the special needs to be considered when granting an adjustment?

Question 74

Explain the general plan for direct-order messages.

Question 75

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