Deck 8: Positive Messages

Question 1

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.

Answer 1

B

Question 2

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)supply a context.
D)All of these choices.

Answer 2

D

Question 3

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.

Answer 3

D

Question 4

Kevin is writing a routine e-mail request. The main idea or purpose of his message should be placed in 

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

Question 5

Routine request and response messages should be written using 

A)the indirect strategy.
B)persuasive techniques.
C)the direct strategy.
D)pretty, scented stationery.

Question 6

Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase? 

A)Decide on the letter's organization.
B)Prepare an outline to help him organize his letter.
C)Evaluate the effectiveness of the letter from the reader's standpoint.
D)Check for typos.

Question 7

Of the following questions, what 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 8

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

A)when the matter requires confidentiality.
B)when you want to be informal.
C)when time is of the essence.
D)never. Business letters are obsolete.

Question 9

William 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 10

James received a letter from a customer asking about his company's accounting services. How should James reply to the customer? 

A)E-mail or IM 
B)Text message 
C)Bound report 
D)Letter

Question 11

What is the least accurate statement about business letters in today's digital age? 

A)In certain situations letters are still the preferred channel of communication for delivering messages inside an organization.
B)Businesses continue to give letters to customers a high priority because these messages encourage product feedback, project a favorable image of the organization, and promote future business.
C)Business letters are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients.
D)Business letters presented on company stationery carry a sense of formality and importance not possible with e-mail.

Question 12

The majority of your writing on the job will involve 

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

Question 13

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)Fax 
C)Bound report 
D)Letter

Question 14

What is the most accurate statement about writing skills and social media? 

A)Social media is seldom used in business, so writing for social media is not important 
B)When writing for social media, correct grammar and spelling is not important 
C)Because of social media, your writing skills will be on display; and the quality of your writing can affect your career.
D)Writing for social media is completely different from writing traditional business documents.

Question 15

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)Thanking your boss for a birthday gift she gave you 
D)Telling all employees how to purchase parking permits

Question 16

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 17

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 18

Allison is in Phase 1 of the writing process and is trying to decide how she can save her reader's time by making her message easier to comprehend at a glance. What can she do? 

A)Use bullets, asterisks, and lists.
B)Use white space.
C)Use headings.
D)Allison can do all of these to save her reader's time.

Question 19

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)Bound report 
D)Letter

Question 20

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 21

Where should deadlines and action information be placed in a routine request message? 

A)In the introduction 
B)In the body 
C)In the closing 
D)In a P.S. to the message

Question 22

Daniel is writing an e-mail message asking for information and wants to show appreciation to his reader in the closing. Which of the following statements best shows his appreciation? 

A)Thank you for your cooperation.
B)I appreciate this information because it will allow me to make an effective decision about which plan to choose.
C)Thank you in advance for all you have done for me.
D)Thank you.

Question 23

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 24

Instruction messages are used to 

A)establish rules of conduct to be followed within an organization.
B)explain clearly how to complete a task.
C)entertain customers by being witty and clever.
D)All these choices.

Question 25

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 26

Where should you place the main idea in a business letter? 

A)An attachment 
B)The signature lines 
C)The first sentence 
D)The body

Question 27

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 28

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 29

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 30

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 31

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

A)If I may be of further assistance, please don't hesitate to contact me.
B)Thanks! 
C)Once you've read these answers to your questions, please contact us for an on-site consultation.
D)We hope that we may be of service to you.

Question 32

What is the least accurate statement about routine response messages? 

A)A reply message written on company stationery or sent using a company e-mail address is a legally binding contract.
B)In addition to supplying answers, a response message should promote your organization and its products.
C)Routine response messages generally use the indirect organizational pattern.
D)Use the subject line of a routine response message to refer to an earlier correspondence so that you can omit this reference in the opening of your letter.

Question 33

Instruction messages should be written 

A)using a straightforward, direct approach.
B)using an indirect approach.
C)persuasively.
D)with a focus on humor and entertainment.

Question 34

Messages explaining instructions will be most readable if you 

A)divide the instructions into steps and list the steps in the order in which they are to be performed.
B)arrange the steps vertically using numbers.
C)begin each step with an action verb using the imperative (command) mood rather than the indicative mood.
D)All these choices

Question 35

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 36

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)Try to place the blame on others, such as your competitors.
C)Never admit mistakes because doing so could make your company look incompetent.
D)You should do all of these when responding.

Question 37

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 38

What should you do in the closing of an instruction message? 

A)Beg the reader to follow the instructions carefully.
B)Try to tie following the instructions to benefits to the organization or individual.
C)Warn the reader about what the punishment will be for not following the instructions.
D)You should do all of these in the closing of an instruction message.

Question 39

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 40

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 41

Which of the following is the best statement to include in a goodwill message? 

A)You must be so excited. I remember how I felt when I finally earned my master's degree.
B)Thank you for the wonderful birthday gift.
C)Good luck in the future.
D)We are so sorry, Marti, to learn of the loss of your husband Rich.

Question 42

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 43

What is the most accurate statement about goodwill messages? 

A)Goodwill messages are obsolete in today's fast-paced society.
B)You'll make a better impression by giving a ready-made card or calling the person than by writing your own message.
C)Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured.
D)Most communicators find it easier to write goodwill messages than other types of business documents.

Question 44

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

A)We appreciate your message of November 17 wherein you let us know what happened while dining with us last month.
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 45

What is the most accurate statement about sending goodwill messages e via e-mail? 

A)In today's digital age, all goodwill messages should be sent via e-mail..
B)If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost, then sending an e-mail goodwill message is acceptable.
C)Although other goodwill messages can be sent via e-mail, sympathy messages should never be sent this way.
D)You should never send goodwill messages via e-mail.

Question 46

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 47

The opening of a direct claim letter should 

A)explain the problem in detail and justify your request.
B)use an angry tone 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 48

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 49

Which of the following is not a goal in writing adjustment messages? 

A)To rectify a wrong, if one exists 
B)To regain the confidence of the customer 
C)To avoid future correspondence with the customer 
D)To promote future business

Question 50

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 51

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 52

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)All of these choices are effective openings for a routine claim letter.

Question 53

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 54

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 55

When should you send a thank-you note? 

A)When someone gives you a gift 
B)When someone does a favor for you 
C)When you have been someone's guest 
D)You should write a thank-you note for all these situations.

Question 56

What should you do in the body of a direct claim letter? 

A)Mention that you have enclosed copies of all pertinent documents.
B)Show that you are angry about the situation so that you will be taken seriously.
C)Mention the name of the person who is to blame for the problem.
D)All of these choices should be included in the body of a straightforward claim letter.

Question 57

The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss? 

A)Specific 
B)Savvy 
C)Spontaneous 
D)Short

Question 58

What is the least accurate statement about posting complaints online? 

A)If you want a company to pay attention to your complaint, post it online.
B)Social media posts can make complainers seem irrational.
C)Anonymous complaints made online can be tracked to the writer.
D)You can be sued for negative comments you make online.

Question 59

Which of the following statements about direct claims is most accurate? 

A)Written claims are taken more seriously than claims made by phone or e-mail.
B)Straightforward claims use the indirect approach.
C)When you have a straightforward claim, your first step should always be to write a claim letter.
D)Companies of all sizes today employ social media specialists who monitor and respond to online comments and complaints.

Question 60

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 61

Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.

Question 62

An effective opener for a message replying to a customer's request might be Yes, our retreat facilities, which can accommodate 126 people, are available on March 9-12, 2015.

Question 63

In today's digital age, business letters have become obsolete.

Question 64

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

Question 65

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

Question 66

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

Question 67

Delay in writing a claim letter makes the claim appear less important to the receiver.

Question 68

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

Question 69

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

Question 70

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

Question 71

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

Question 72

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

Question 73

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

Question 74

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

Question 75

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

Question 76

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

Question 77

Companies should respond to every comment left by customers on social media sites.

Question 78

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

Question 79

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

Question 80

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