Deck 10: Writing Routine and Positive Messages

Question 1

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

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.

Answer 1

C

Question 2

If there are deadlines for the request,where should those be stated?

A)The opening paragraph
B)In the explanation section
C)In the middle paragraph
D)Before specific questions are listed
E)In the courteous close

Answer 2

E

Question 3

A typical routine request contains all of the following parts EXCEPT

A)an opening.
B)a body.
C)an appendix.
D)a close.

Answer 3

C

Question 4

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

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 5

In addition to information or action from another party,when are routine messages most often used?

A)When you are prepared to comply with the request
B)When there is a need for persuasion
C)When there might be a negative outcome
D)When responding by email
E)When using any form of digital technology

Question 6

Which of the following will enable the reader to respond to complex requests?

A)Relevant deadlines
B)Information about how you can be reached
C)Specific date and time you want the request to be completed by
D)Breaking the request into specific,individual questions
E)Combining the request with strong transitions

Question 7

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)I know you realize the sales data is due,but I am still waiting for the report.

Question 8

How should a series of questions be handled in a routine request?

A)List each question in a new paragraph
B)Make each question a logical outgrowth of the previous question
C)Ask the most important questions first and deal with one topic per question
D)Use transitions and cover multiple topics in one question
E)Start with the least important

Question 9

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

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 10

Which of the following is one of the elements to include in the courteous close of a routine request?

A)An expression of appreciation
B)An undemanding personal tone
C)An explanation of the importance of the request
D)Potential benefits of responding quickly
E)A breakdown of complex questions

Question 11

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

Question 12

Which of the following should the middle paragraph of a routine request be used for?

A)To state the request
B)To explain and justify the request
C)To make it easy to comply with the request
D)To offer an expression of gratitude
E)To clarify deadlines

Question 13

When writing a routine message,how is the explanation developed?

A)As a series of questions
B)As an outgrowth of your opening remarks
C)As an act of persuasion
D)As indirectly as possible
E)As a specific request that includes deadlines

Question 14

In a routine request,where do you explain the request,if an explanation is needed?

A)In the body
B)In the introduction
C)In the close
D)Before a list of questions
E)In its own paragraph

Question 15

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

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

Question 16

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

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 17

Which of the following is used to begin a routine request when using the direct approach?

A)Details and explanations
B)Justification for the request
C)Main idea
D)Reasons for the request
E)Specific action you need taken

Question 18

Which of the following is one element to include in a courteous close?

A)A reminder of your position in the organization
B)An explanation of the request
C)The logical outcome when the request is responded to
D)New,less-important questions that the reader should answer
E)A specific request with relevant deadlines

Question 19

In a routine request,in which part of the message should you make your request?

A)In the middle paragraph
B)At the very end of the message
C)After the list of reasons for the request
D)Before identifying time frames for granting the request
E)At the beginning of the message

Question 20

When you're composing a routine request,all of the following EXCEPT ________ will help you state your request effectively.

A)being specific
B)paying attention to tone
C)opening the message with your main idea
D)using a buffer sentence to delay stating your request

Question 21

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 22

The direct approach opens with a justification of your request.

Question 23

Which of the following would be considered a claim against a company?

A)A settlement of a dispute
B)An offer of a remedy
C)A formal complaint
D)An assessment of a problem
E)An offer to continue a business relationship if a problem is fixed

Question 24

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

Question 25

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 statement about the skills you would like emphasized in the recommendation.

Question 26

When writing to ask for a settlement,which type of routine message should you write?

A)A recommendation
B)A claim
C)A reference
D)Request for adjustment
E)A good will message

Question 27

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)check their social media presence.

Question 28

When you're writing an introduction to a routine request,what should you do?

Question 29

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

Question 30

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)outline a draft of the recommendation for them.

Question 31

Most simple requests can be handled by explaining

A)what you want to know or want the reader to do.
B)why you're making the request.
C)why it may be in your reader's interest to comply.
D)all of the above.

Question 32

When using the direct approach for a claim or adjustment,what should you include in the body of your message?

A)Specific explanation of the details
B)A clear statement of the problem
C)A specific statement indicating what you want done
D)A statement that conveys your desire to find a solution
E)An offer to continue the relationship if they resolve the issue

Question 33

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

Question 34

When requesting a sales report from a coworker who is regularly responsible for sending you the sales report,you should

A)use the indirect approach.
B)get straight to the point.
C)maintain a formal style and tone.
D)use a persuasive approach.
E)explain why you need the information.

Question 35

Identify and discuss best practices for explaining and justifying a routine request.

Question 36

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

Question 37

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

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 38

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

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 39

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 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)a benefit of compliance; the outcome of compliance

Question 41

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

Question 42

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

Question 43

How can a routine,positive message be used as a resale message when writing to a customer?

A)By acknowledging the order
B)By writing a short and specific message
C)By minimizing negative information
D)By using an indirect approach
E)By reinforcing the wisdom of a purchase selection

Question 44

Which of the following should be included in the body of a routine or positive message?

A)Justification of the news
B)Relevant details
C)The main idea
D)A reminder of your relationship with the audience
E)A copy of needed documentation

Question 45

List the three major categories of common routine requests.

Question 46

Why is it important to open a routine message with the main idea?

A)To keep the opening concise
B)To minimize the effect of the message
C)To help prevent confusion of the audience
D)To prepare the audience for the details to follow
E)To establish a supportive tone

Question 47

It is not necessary to ask someone's permission before listing his or her name as a job reference.

Question 48

If you are writing to someone to request a recommendation letter for a job or scholarship,you should include a stamped,preaddressed envelope for mailing.

Question 49

Which of the following should the close of a routine reply include if follow-up action is needed?

A)A sincere thank you
B)A detailed explanation of why the follow-up is needed
C)A clear statement of who will do what and when
D)An acknowledgement of the help the audience will give in the follow-up
E)Details of the follow-up action needed

Question 50

Why should the direct approach be used for routine replies and positive messages?

A)The reader will want to know what is in it for them
B)The reader will be generally interested in what you have to say
C)The reader will want a chance to discuss an issue
D)The reader will need to be reminded why the issue is important
E)It saves the writer time in crafting the message

Question 51

Which of the following should be included in the body of a routine,positive message?

A)A complete explanation of your point
B)A simple thank you
C)A demanding tone
D)A reminder of all steps involved
E)An indication of follow-up required

Question 52

Why is the close of a routine reply or positive message generally short?

A)The reader already knows what you need done
B)You are not asking the reader to do anything
C)You have already offered your thanks in the opening paragraph
D)It is simply a resale opportunity and doesn't need any development
E)A shorter message minimizes the negative news

Question 53

Which of the following should be in the opening section of a routine or positive message?

A)A detailed explanation
B)Justification of the news
C)The main idea
D)An indication of the benefits to the reader
E)A copy of needed documentation

Question 54

How can you help your audience create a meaningful and effective letter of recommendation for you?

Question 55

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

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 56

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)providing a detailed explanation of what you expect the company to do.

Question 57

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)just before the courteous close.

Question 58

Where should you highlight the benefits to your reader in a routine reply or positive message?

A)At the beginning of the opening
B)At the end of the opening
C)In the close of the message
D)In the first line of the body
E)In the last line of the body

Question 59

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)provide a straightforward explanation of how the problem occurred.

Question 60

Which of the following would be an appropriate way to start a claim or request for an adjustment?

A)With a complete and specific explanation of the details
B)With information needed to verify the complaint
C)With a clear and calm statement of the problem
D)With a request for a specific action
E)With an expression of your desire to find a solution

Question 61

Readers receiving routine replies are generally interested in what you have to say,so the direct approach will work best with these types of messages.

Question 62

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

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 63

Which of the following should be one of your goals when responding to a customer complaint?

A)Tell the customer what they did wrong and how to avoid the problem in the future
B)Follow up to make sure your response was correct
C)Use a colleague's name to indicate exactly who was at fault
D)Cite the company's policy for complaints
E)Sympathize with the customer for the poor service

Question 64

The close of a routine reply or positive message where more action is needed 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)include a list of deadlines and desired outcomes.

Question 65

Which of the following should be one of your goals when responding to a customer complaint?

A)Explain how you plan to resolve the situation
B)Use a colleague's name to indicate exactly who was at fault
C)Include an exaggerated,clear apology
D)Tell the customer what they did wrong and how to avoid the problem in the future
E)Make any type of promise that will make the customer happy

Question 66

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)put the negative information at the end of the middle paragraph.

Question 67

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

Question 68

Discuss the goals when writing a positive response to a request or sending a goodwill message.

Question 69

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)an avoidance technique.
E)viewed as superficial and somewhat insulting by the reader.

Question 70

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

Question 71

Which of the following is one of the goals of responding to a request when a sale is involved?

A)Eliminate any resale information
B)Respond and answer all questions
C)Provide simple yes or no responses
D)Avoid a specific response to any complaints
E)Explain third party relationships

Question 72

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 73

A routine message should never include negative information.

Question 74

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)explains the consequences of noncompliance.

Question 75

How is writing a traditional press release different than other positive messages?

A)You are writing to a specific audience
B)You are writing to the ultimate audience
C)You are writing to a larger audience
D)The details are first,then the good news
E)You are trying to spark the interest of an intermediary

Question 76

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)price list for competitors' products

Question 77

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)printed for use in newspapers.

Question 78

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 79

If you have strong 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)hint at the negative information to soften the blow.

Question 80

How should the close of a positive or routine message be handled if there is follow-up action needed?