Question 1

When using the direct approach for a request,how will the explanation and justification section change if the situation is complex?

Accepted Answer

A) It should explain the reader's next step 
B) It should avoid any negative information 
C) More extensive information may be needed 
D) The middle paragraph should follow an indirect format 
E) The benefits of complying should be eliminated

Question 2

The direct approach opens with a justification of your request.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) include a checklist of questions for the reader to consider. 
B) criticize your competitors for their flawed products and services. 
C) explore the dark side of your business proposition. 
D) maintain the supportive tone that you established in the introduction. 
E) use clear but demanding language.

Question 4

When asking questions in a request message,you should do which of the following?

Accepted Answer

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) Begin by explaining why you want to know the information

Question 5

Timing and media choice are important considerations with condolence letters.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A) in the closing of the message. 
B) in the middle of the second paragraph. 
C) in the opening of the message. 
D) at the bottom of the first paragraph. 
E) at the end of the second paragraph.

Question 7

The closing section of a positive message

Accepted Answer

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) explains the consequences of noncompliance.

Question 8

Discuss how to handle a request for a claim or adjustment if your organization is at fault.

Accepted Answer

The answer of Discuss how to handle a request for...

Question 9

Which of the following assumption can you make about how the audience will comply with a routine request?

Accepted Answer

A) You all have the same goals 
B) The reader will be convinced if one strong,meaningful reason is included 
C) The middle paragraph will contain a persuasive message 
D) The reader will comply 
E) The request will include specific details about the benefits of complying

Question 10

In most companies,news releases are

Accepted Answer

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) printed for use in newspapers.

Question 11

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

Accepted Answer

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) apologize for personally creating the problem.

Question 12

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

Accepted Answer

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) ignore the claim.

Question 13

In a routine request,what should be included in the body of the message?

Accepted Answer

A) The specific request 
B) An explanation of the request 
C) Benefits to you if the request is granted 
D) Benefits of a timely response 
E) How to reach you if there are questions about the request

Question 14

When should the direct approach be used if responding to a request for information or action?

Accepted Answer

A) When you want to include resale information 
B) When you need to deny a request 
C) When follow-up will be needed 
D) When you want the reader to feel favorably about doing business with you 
E) When the expected answer is yes,or otherwise straightforward

Question 15

Discuss how organizations use and write news releases.

Accepted Answer

The answer of Discuss how organizations use and write news...

Question 16

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.

Accepted Answer

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

Question 17

When making a claim or requesting an adjustment,what should be included in the opening of the message?

Accepted Answer

A) Complete and specific details of the issue 
B) Information needed to verify your complaint 
C) A statement expressing your desire to resolve the issue 
D) Information from sales receipts,cancelled checks,and other data 
E) A clear statement of the problem and your request

Question 18

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

Accepted Answer

The answer of Describe the three-step strategy for requesting information...

Question 19

Excluding important negative information about a candidate in a recommendation letter

Accepted Answer

A) is expected-otherwise no one would be able to get a good job. 
B) has led some employers to sue after hiring the candidate and discovering problems. 
C) is the only way to prevent the candidate from suing you. 
D) is okay,as long as you explain to the candidate that you are doing it. 
E) is rarely done because most employers are honest.

Question 20

When closing a direct request,you should be sure to include which of the following?

Accepted Answer

A) An apology for taking up the reader's time 
B) A mention of your own qualifications or status 
C) The time limits involved in your request 
D) An indication of the consequences of a failure to reply 
E) How the recipient can reach you if they have questions

Exam 10: Writing Routine and Positive Messages