Question 1

If the middle section of your request letter contains a series of questions, the most important question should be saved for last.

Accepted Answer

A) True 
 B)False

Question 2

In a routine request, the ________ of the message should contain an explanation of what you are asking the audience to do.

Accepted Answer

The answer of In a routine request, the ________ of...

Question 3

If you are sending an informative memo to employees about policy statements or procedural changes, you should

Accepted Answer

A) assume that employees will have a neutral response. 
B) use the indirect approach. 
C) use the body of the message to provide all the necessary details. 
D) do all of the above.

Question 4

When writing a claim letter, you should assume that you will receive a fair adjustment.

Accepted Answer

A) True 
 B)False

Question 5

Thanks to the Internet and social media, many companies now rely on ________ news releases, in which they communicate directly with customers and other audiences instead of going through the media.

Accepted Answer

The answer of Thanks to the Internet and social media,...

Question 6

Most routine informative messages are

Accepted Answer

A) positive. 
B) intuitive. 
C) neutral. 
D) enigmatic.

Question 7

When you're responding to a complaint from a customer and your company is at fault,

Accepted Answer

A) deflect the blame up the supply chain. 
B) maintain a professional demeanor. 
C) counter the complaint with logical arguments. 
D) remember that the best defense is a good offense.

Question 8

You're preparing an internal blog posting providing information on 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?

Accepted Answer

The answer of You're preparing an internal blog posting providing...

Question 9

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

Accepted Answer

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.

Question 10

Because informative messages such as meeting announcements and reminder notices are generally neutral, it is not necessary to worry too much about the reader's attitude toward the information.

Accepted Answer

A) True 
 B)False

Question 11

If your routine message must convey some mildly disappointing information, put the negative portion into as ________ a context as possible.

Accepted Answer

The answer of If your routine message must convey some...

Question 12

Most routine requests in business should be organized using the ________ approach, with the main idea at the beginning of the message.

Accepted Answer

The answer of Most routine requests in business should be...

Question 13

When making a claim or requesting an adjustment from a company, you should document your initial complaint and every correspondence after that.

Accepted Answer

A) True 
 B)False

Question 14

A claim is ________; an adjustment is ________.

Accepted Answer

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

Question 15

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) respond promptly, explaining how the problem will be solved. 
D) honor the claim but explain that your company was not at fault.

Question 16

Since a social media release emphasizes bullet-point content over narrative paragraphs, bloggers, editors, and others

Accepted Answer

A) are hesitant to accept the accuracy of the content. 
B) can assemble their own stories, rather than having to rewrite the material. 
C) don't feel obligated to acknowledge the source of the release. 
D) rarely take such material seriously.

Question 17

List four guidelines to follow in preparing the opening of a routine request in the direct format.

Accepted Answer

The answer of List four guidelines to follow in preparing...

Question 18

Messages of ________ need not be poetic to express sympathy.

Accepted Answer

The answer of Messages of ________ need not be poetic...

Question 19

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

Accepted Answer

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) all of the above.

Question 20

List the three major categories of common routine requests.

Accepted Answer

The answer of List the three major categories of common...

Exam 10: Writing Routine and Positive Messages

If the middle section of your request letter contains a series of questions, the most important question should be saved for last.

In a routine request, the ________ of the message should contain an explanation of what you are asking the audience to do.

If you are sending an informative memo to employees about policy statements or procedural changes, you should

When writing a claim letter, you should assume that you will receive a fair adjustment.

Thanks to the Internet and social media, many companies now rely on ________ news releases, in which they communicate directly with customers and other audiences instead of going through the media.

Most routine informative messages are

When you're responding to a complaint from a customer and your company is at fault,

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

Because informative messages such as meeting announcements and reminder notices are generally neutral, it is not necessary to worry too much about the reader's attitude toward the information.

If your routine message must convey some mildly disappointing information, put the negative portion into as ________ a context as possible.

Most routine requests in business should be organized using the ________ approach, with the main idea at the beginning of the message.

When making a claim or requesting an adjustment from a company, you should document your initial complaint and every correspondence after that.

A claim is ; an adjustment is .

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

Since a social media release emphasizes bullet-point content over narrative paragraphs, bloggers, editors, and others

List four guidelines to follow in preparing the opening of a routine request in the direct format.

Messages of ________ need not be poetic to express sympathy.

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

List the three major categories of common routine requests.