Deck 8: Positive Messages

Question 1

The following statementis an effective way to grant a customer's claim because it shows generosity:Even though we normally don't repair printers that have been mishandled by their owners,we have decided to repair your printer this one time only.

Answer 1

False

Question 2

Here is the information you wanted about ...is a forceful and efficient way to open a message responding to an inquiry.

Answer 2

True

Question 3

Waiting a few weeks to write a claim letter increases your chances of getting what you are requesting.

Answer 3

False

Question 4

Individual consumers can become powerful brand ambassadorsby championing certain products online.

Question 5

Business letters remain a powerful tool to promote services and products,boost online and retail traffic,and enhance customer relations.

Question 6

The following is an example of a direct introductory sentence to a hotel requesting information about accommodations:Our company will be holding an employee retreat early next year.

Question 7

Action information,including deadline dates,should be placed in the body of a routine request message.

Question 8

Straightforward,direct claims are those to which you expect the receiver to agree readily.

Question 9

In the workplace,most messages are positive or neutral and,therefore,direct.

Question 10

Pull the red lever is an example of an instruction in the imperative mood.

Question 11

An adjustment message granting a claim should be arranged using the direct pattern.

Question 12

Most routine request and response messages should be organized using the indirect strategy.

Question 13

When writing a positive review of a company or product,it's best to include suggestions for improvement.

Question 14

As you prepare to write a business message,you should first ask,"What communication channel should I use?"

Question 15

Social media have drastically shortened business response times to claims.

Question 16

Instructions will be most readable if the steps are presented in a bulleted vertical list.

Question 17

Thank you in advance for your cooperation is an effective way to show appreciation in a request letter.

Question 18

If you have a complaint against a company,you should begin by posting your comments online on various social media sites.

Question 19

Phone calls and e-mail messages are usually taken more seriously than a written claim letter.

Question 20

Business letters are preferred over e-mail when a permanent record is required,when a message is confidential,and when formality is necessary.

Question 21

Business letters are less likely than electronic media to be inspected by unintended recipients.

Question 22

Businesses and professionals can take individuals to court for negative comments online.

Question 23

The majority of your writing on the job will involve ________.

A)negative messages
B)routine,positive messages
C)persuasive messages
D)entertaining messages

Question 24

Of the following questions,which one should you ask yourself first as you begin to prepare a message?

A)What channel should I use?
B)How can I impress my reader?
C)Do I really need to write this e-mail,memo,or letter?
D)How can I save my reader's time?

Question 25

It's not necessary to respond when you receive a written congratulatory note.

Question 26

We apologize for any inconvenience this may have caused is a professional,sincere way to apologize in an adjustment message.

Question 27

A business letter is a better channel choice than e-mail when ________.

A)the matter requires confidentiality
B)you want to be less formal
C)time is of the essence
D)you are writing to an internal audience

Question 28

Avoid using words such as regret,inconvenience,and misunderstanding in adjustment messages.

Question 29

It gives me great pleasure to extend my congratulationsis an effective way to begin a goodwill message.

Question 30

Goodwill messages(those expressing thanks,recognition,or sympathy)are often more difficult to write than other types of routine business documents.

Question 31

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

Question 32

A phone call or face-to-face visit is a better channel choice than e-mail when you need to ________.

A)convey enthusiasm,warmth,or another emotion
B)smooth over disagreements
C)provide context
D)All of these choices.

Question 33

Allison has used a bulleted list,ample amounts of white space,and headings in an e-mail message to her supervisor.In doing so,she is trying to ________.

A)save herself time
B)save her supervisor's time
C)persuade her supervisor
D)evaluate her message

Question 34

The following sentence could serve as an effective opening for a message of thanks: Thanks,Lyndsay,for hosting our class last Friday evening at your lovely home.

Question 35

During the third phase of the 3-x-3 writing process,Stephen asks himself the following questions about his message: Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others,will they need further explanation? In asking these questions,he is evaluating his message for ________.

A)​correctness
B)tone
C)clarity
D)goodwill

Question 36

Commercial,preprinted sympathy cards are the most effective for expressing condolences.

Question 37

Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients.What will she do first in this phase?

A)Analyze the purpose of her letter.
B)Collect any necessary information.
C)Proofread her first draft.
D)Compose the first draft of the letter.

Question 38

Writing for social media ________.

A)does not require close proofreading because it is informal
B)requires ​you to consider only external audiences
C)shines a close light on your writing skills and can affect your career
D)is completely different from writing traditional business documents

Question 39

Will has decided to write a letter to a local law firm to ask about summer internship opportunities.What should he do first?

A)Prepare the rough draft.
B)Look up the company's address.
C)Decide how he will encourage feedback.
D)Analyze the purpose of the letter and the reader.

Question 40

For which of the following situations would a business letter be more appropriate than an e-mail message?

A)Requesting information about a product
B)Replying to a customer's e-mail asking about available shipping methods
C)Soliciting donations for a community charity event
D)Telling all employees how to purchase parking permits

Question 41

Caroline needs information from a coworker in another office about an upcoming sales promotion.What is the best communication channel for Caroline to use to request this information?

A)E-mail,text,or IM
B)Phone call
C)Memo
D)Letter

Question 42

Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious software)from her company's network.Which is the best opening statement for her message?

A)I read about your new malware removal program on TechnologyReview.com.
B)Our company has recently become the victim of malware,and I have been assigned to do something about it.
C)Please answer the following questions about your new malware removal program.
D)I am hoping you will be able to provide more information about one of your new products.

Question 43

Diana is in charge of telling employees about a new procedure for submitting expense claims.Many of her employees do not have access to company e-mail.What communication channel should she use?

A)Text message
B)Memo
C)Phone call
D)Letter

Question 44

Which of the following is a command disguised as a polite request?

A)I need your sales data by tomorrow.
B)Will you please send my order by USPS Priority Mail.
C)Can you meet this month's deadline?
D)Did you bring a copy of the report to today's meeting?

Question 45

The body of a routine message that requests information or action should ________.

A)present details that explain your request
B)request action from the reader
C)give any deadline dates
D)reveal for the first time why you are writing

Question 46

Devon is welcoming a new customer to his company's accounting services.How should Devon contact this customer?

A)E-mail
B)Text message
C)Phone call
D)Letter

Question 47

Which of the following is the best example of placing the most important information first in a routine information request message?

A)I am writing this e-mail message to ask for information about some of your products.
B)Our manager recently gave his staff approval to purchase new office printers.
C)Hi,my name is Charlie Shi,and I have been asked to write to you directly.
D)Please answer the following questions about your office printers.

Question 48

Which of the following is the most effective subject line for a routine response message?

A)This is a reply to your April 16 e-mail message.
B)Reply to Your E-Mail Message
C)Your June 5 Inquiry About Barcelona Travel Packages
D)URGENT!!

Question 49

You must ask a series of questions in a routine request e-mail message.What is the best way to present these questions?

A)In a paragraph in the body of your message
B)In a separate attached document
C)In a bulleted or numbered list in the body of your message
D)In the closing paragraph of your message so that they're not overlooked

Question 50

Which of the following is the best closing sentence for a message requesting information?

A)Thank you in advance for your cooperation.
B)Your answers to these questions by April 30 will help us decide which product to purchase.
C)Thank you.
D)If you have any questions,please do not hesitate to call me.

Question 51

A disgruntled client has begun leaving negative comments about your firm on its Facebook page.What should you do first?

A)Ignore the comments.
B)Determine whether the comments violate your established social media comment policy.
C)Delete the comments immediately.
D)File a lawsuit against the client.

Question 52

What is the best advice for writing the body of a routine request message?

A)Avoid using graphic devices such as lists or headings because they might confuse the reader.
B)Remember that the quality of the information obtained from the request depends on the clarity of your inquiry.
C)Make sure that the body is no longer than one paragraph.
D)Use the reader's name several times in the body to personalize your message.

Question 53

Deadlines and action information should be placed in the ________ of a routine request message.

A)introduction
B)body
C)closing
D)subject line

Question 54

The best business writers do what in the opening paragraph of a routine request message?

A)Identify themselves by name and title.
B)State immediately why they are writing.
C)Tell a story about the background of the situation.
D)Greet the reader warmly by asking how he or she is doing.

Question 55

Which of the following is the best opening sentence for a direct response message?

A)Here are the answers to the questions you asked about our banquet facilities.
B)Thank you for your e-mail message of March 25.
C)We look forward to helping you with all of your banquet needs.
D)Your e-mail of March 25 was forwarded to me.

Question 56

The most emphatic positions in a message are the ________.

A)opening and body
B)body and closing
C)body and attachments
D)opening and closing

Question 57

Where should you place the main idea in a business letter that you expect to be received positively?

A)The last sentence
B)The closing paragraph
C)The first sentence
D)Midway through the body

Question 58

The first sentence of an information request is usually a(n)________ or a polite command.

A)question
B)explanation
C)justification
D)friendly greeting

Question 59

Routine request and response messages should be written using ________.

A)the indirect strategy
B)persuasive techniques
C)the direct strategy
D)heightened emotion

Question 60

Kevin is writing a routine e-mail request that he believes will be received positively.The main idea or purpose of his message should be placed in ________.

A)the body
B)the opening
C)the closing
D)an attachment

Question 61

Messages providing instructions will be most readable if you arrange the steps ________.

A)in alphabetical order
B)vertically using numbers
C)beginning each with a noun phrase 
D)vertically using bullets

Question 62

Which of the following is the best closing for a straightforward claim letter?

A)Thank you in advance for your consideration in this matter.
B)Please credit $36 to my account by December 31,when my next billing cycle begins.
C)If I don't get a refund by December 31,I will contact my attorney.
D)I look forward to having this adjustment made as soon as possible.

Question 63

Which of the following is the best example of a situation justifying a straightforward claim?

A)The transmission in your car gave out within the warranty period.
B)A shipment arrived two weeks after it was promised.
C)Your credit card was billed twice for a purchase you made.
D)All of these choices are examples of direct claims.

Question 64

Your firm's policy is to respond to some of the comments your customers make on Facebook and Twitter.What should you do when responding to these comments?

A)Use a friendly,upbeat,professional tone.
B)Take this opportunity to name your competitors and explain how much better your products are.
C)Avoid admitting mistakes.
D)You should do all of these when responding.

Question 65

A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice.What is the best advice you can give her?

A)Make the review as long as possible so that you can include many details about the restaurant.
B)To be safe and to protect your privacy,leave the comment anonymously.
C)Include positives as well as negatives in the review.
D)Even if the restaurant contacts you to correct the problem,leave the original message posted as is.

Question 66

The body of a direct claim letter should ________.

A)offer a sincere compliment or point of agreement
B)show that you are angry about the situation so that you will be taken seriously
C)explain the problem and justify your request
D)summarize your action request

Question 67

In writing adjustment messages to customers,your goal should be to ________.

A)rectify a wrong,if one exists
B)regain the confidence of the customer
C)promote future business
D)accomplish all of these

Question 68

When developing the tone for a claim letter,________ .

A)bear in mind that the person reading your message is seldom responsible for the problem
B)state the facts of your claim logically,objectively,and unemotionally
C)remember that smart businesses know that retaining a customer is far less costly than recruiting a new one
D)keep all of these choices in mind

Question 69

Which of the following is the best closing for an adjustment message?

A)We apologize for any inconvenience this has caused.
B)We are deeply sorry for this unfortunate event.
C)We hope that this refund check proves our commitment to providing excellent customer service.
D)If you have any questions,please do not hesitate to call.

Question 70

________ establish rules of conduct to be followed within an organization.

A)Instruction messages
B)Policies and procedures
C)Grievances
D)All of these choices

Question 71

Which of the following is the best opening for an adjustment message?

A)Unfortunately,your negative experience with our restaurant reflects a common complaint by our customers.
B)We have credited your account for $36 to refund your dining bill.
C)We are so sorry that you had a bad experience while dining with us last month.
D)Although we generally don't offer refunds,we're willing to make an exception in this case.

Question 72

What should you do in the body of an adjustment letter?

A)Explain who specifically is to blame for the problem.
B)Explain how you are complying with the claim.
C)Promise the customer that the problem will never happen again.
D)Apologize profusely.

Question 73

Which of the following is the best opening for a straightforward claim letter?

A)I have been a loyal customer of Bennigan's for many years.
B)Please credit my Visa account for $36,the amount I was overcharged on November 8.
C)I was extremely disappointed to be overcharged on my dinner bill.
D)​I will not be returning to Bennigan's unless you credit my Visa account immediately.

Question 74

Yolanda booked a hotel through an online booking site.Her accommodations were not as the website described.Although she stayed in the hotel,she was dissatisfied and believes that the booking site is at fault.The best way for Yolanda to communicate her unhappiness with the accommodations would be to ________.

A)write a memo to someone in charge at the website where she booked her hotel.
B)send an e-mail message to someone in charge at the website where she booked her hotel.
C)place negative comments about the booking site on as many social media sites as possible.
D)write a letter to someone in charge at the website where she booked her hotel.

Question 75

What is the mostaccurate statement about posting complaints online?

A)Letting off steam makes other consumers respect you and ensures that you'll get a reply from the company.
B)Social media posts can make complainers seem irrational.
C)Anonymous complaints made online cannot be tracked to the writer.
D)Your comments should be long to get the attention of readers.

Question 76

What is the most accurate statement about apologizing in an adjustment message?

A)If you apologize,use a standard phrase such as We apologize for any inconvenience we may have caused.
B)Apologies should be avoided because they are counterproductive.
C)People like to hear apologies.It raises their self-esteem,shows the humility of the writer,and acts as a form of "psychological compensation."
D)Never apologize in an adjustment message because doing so will set you up for a lawsuit.

Question 77

What is the most accurate statement about direct claim and complaint messages?

A)Straightforward claims are those in which persuasion will be necessary to convince the reader that your claim is valid.
B)If you have a complaint,you'll get the best results if you vent your complaint online using social media such as Facebook and Twitter.
C)Letters establish a record of what happened more convincingly than other communication channels.
D)All of the above statements are accurate.

Question 78

The opening of a direct claim letter should ________.

A)explain the problem in detail and justify your request
B)express anger to show the reader that you are serious
C)open with a clear statement of the problem or with the action you want the receiver to take
D)remain vague to allow the reader to decide on a remedy for the problem

Question 79

Which of the following instructions is in the imperative (command)mood?

A)Your report should be submitted by Friday.
B)The fourth step involves rebooting your computer.
C)Sign and date the agreement.
D)All of these choices are in the imperative mood.

Question 80

In the closing of an instruction message,you should try to show the ________ the organization or individual will receive by following the instructions.

A)recognition
B)benefits
C)profit
D)products