Deck 7: Positive, Neutral, and Social Business Messages

Question 1

Most messages written in business may be described as being positive or neutral news.

Answer 1

True

Question 2

Although claims are written using the direct plan, a writer should not ask for a specific remedy until after he or she has provided a detailed explanation of the circumstances of the claim.

Answer 2

True

Question 3

A claim is a request for action written by someone who believes he or she has been wronged.

Answer 3

True

Question 4

When using the direct plan, a writer presents the explanation from his or her point of view.

Question 5

Because a request made via e-mail will be responded to via e-mail, the request writer doesn't have to include personal contact information.

Question 6

Unsolicited positive or neutral news messages occur only in internal communication.

Question 7

Congratulatory messages are appropriate for business-related accomplishments but not for personal achievements.

Question 8

A social business message is sent to communicate your interest and concern.

Question 9

Claim adjustments and request approvals help organizations generate goodwill.

Question 10

When using the direct plan, you may place the main idea either in a subject line or in the first paragraph.

Question 11

Repeating the same idea in the opening and closing paragraphs of a direct plan message stresses the main idea..

Question 12

The opening paragraph of a request for information should provide background about the situation that prompts the writer to make the request.

Question 13

When requesting information about an individual, the writer should be sure to ask only specific, relevant questions.

Question 14

A claim adjustment should include an apology only when the writer's analysis suggests the receiver expects it.

Question 15

The purpose of a message must be decided before the direct plan can be implemented.

Question 16

Threatening not to do business with the receiver's organization in the future will increase the chances of having your claim approved.

Question 17

It is appropriate to send congratulatory messages to both organizations and individuals.

Question 18

If used as part of the direct plan, a sales appeal may be presented as a separate paragraph or combined with the friendly close.

Question 19

Personalizing the sales appeal in a message organized by the direct plan will encourage the reader to act positively on the appeal.

Question 20

Setting the date by which a receiver should respond to a request or claim is rude and pushy.

Question 21

While reading the October issue of her college alumni newsletter, Elise Black learned that Elliot Mumbor, one of her classmates, had received an award the previous March. Elise should:

A) ignore the event because it occurred so long ago.
B) phone Elliot to convey congratulations.
C) send her classmate a greeting card on which she writes a personal message.
D) write her alumni office and complain that news items are not current.

Question 22

Andrea Swank is responding to a complaint from a customer who claimed he received poor service at her store.Which of the following statements represents the best close for her message?

A) Again, let me apologize for not giving you the high-quality service you deserve.
B) We look forward to showing you that your experience was a unique incident.
C) Use the enclosed coupon on our next visit to Swanks, where customer satisfaction is our goal.
D) We appreciate your business and hope you will visit us again soon.

Question 23

A holiday greeting may be sent before or during any festive season.

Question 24

Sara Garrett is requesting information about Hugh Rolle, a candidate for a sales position at Better Beverages.Sara will improve her chances of getting a thorough reply if she

A) asks relevant questions and assures the reader responses will be kept confidential.
B) encloses a copy of her company's hiring policy.
C) formats her questions as a vertical list.
D) praises the receivers judgment.

Question 25

The key elements in a social business message are:

A) brevity and clarity.
B) honesty and completeness.
C) familiarity with the receiver and goodwill.
D) sincerity and timeliness.

Question 26

A letter welcoming the receiver as a new credit card customer should not contain coupons or sales offers.

Question 27

The expression of gratitude should be given in the first paragraph of an appreciation message.

Question 28

A letter or card of appreciation is appropriate for a longstanding record of thoughtfulness, but an oral thank you is sufficient for a one-time effort.

Question 29

When thanking an individual for doing something related to his or her job, sending a copy of the letter of appreciation to the individual's supervisor is intrusive and violates the principles of human resource management.

Question 30

Which of the following message should NOT be written using the direct plan?

A) An announcement about a new product
B) A letter approving a $45 adjustment on a utility bill.
C) An e-mail asking whether a colleague could represent you at a meeting.
D) A memo announcing that the company day care center will be closed for five weeks during remodeling.

Question 31

To celebrate the new year, Hathaway Insurance sent each of its clients a calendar.Because the calendar contained the name, logo, and slogan of the insurance agency, this message must be considered a sales message, not a social business message.

Question 32

George Karim's current department store credit card statement includes a charge for merchandise he returned, so he is writing to ask that the charge be removed. To give his claim credibility, George should

A) enclose a copy of the receipt he was given when he returned the merchandise.
B) explain that he is disappointed in the company.
C) ask for $25 for pain and suffering.
D) say he will quit shopping at the store unless his account is corrected within two weeks.

Question 33

Jack Murphy wants to invite the five people he supervises to a picnic at his home.Because the group is small and the event is informal, Jack could handwrite his invitation, photocopy it, and hand it to the receivers.

Question 34

Because it conveys a more professional image, a letter is a better choice for a condolence message than a handwritten message on a card.

Question 35

When setting the date by which you want your receiver to reply to your request or claim, you should

A) be flexible; use general time reference such as within the next two weeks.
B) express the date in standard month, day, year format.
C) show urgency by saying as soon as possible.
D) tell the receiver why meeting your timeline is important.

Question 36

In the explanation section of a claim adjustment message, the sender should:

A) apologize for any inconvenience the receiver experienced.
B) focus on what has been done to solve or correct the problem.
C) prove the writer (sender) wasn't at fault.
D) thoroughly describe why the problem occurred.

Question 37

Sending an e-mail followed by a personal note or card will create a more positive impressing than sending only an e-mail.

Question 38

A condolence message should begin and end with a statement of sympathy.

Question 39

The direct plan is used for positive and neutral business messages because

A) a direct plan message can be adapted to letters, memos, and e-mail.
B) direct plan messages are brief.
C) placing the main idea early in the message attracts the reader's attention.
D) this plan is best for building goodwill with the receiver.

Question 40

The claim letter differs from other positive and neutral messages using the direct plan because it may

A) contain negative information.
B) include a sales appeal.
C) place blame on the receiver.
D) stress writer benefits.

Question 41

Which of the following closings would be best in a letter to a friend and co-worker whose fiancé died in an auto accident?

A) Be patient. Time heals, and you'll be back to normal soon.
B) Again, please accept my sympathy for your loss.
C) Terry was a good friend; I don't know how I'll fill the gap.
D) Let's get together for dinner later this month and talk about the good times you, Terry, and I shared.

Question 42

Discuss sincerity and timeliness as factors in social business messages.

Question 43

This week, Bob's BBQ opened a new restaurant in your town.For the past two weeks, Bob's staff delivered to The Welcome Center (a homeless shelter)all food prepared as part of the company's training program.Prepare an appropriate appreciation message to Elise Cells, restaurant manager.Supply details to make this a complete message.

Question 44

What type of social business message is most likely to use an RSVP?

A) Appreciation
B) Holiday greeting
C) Invitation
D) Welcome

Question 45

Jeff Carson is writing a memo in which he will ask several questions.How should he format this section of his message? Why?

Question 46

Hannah Baker has been promoted to Director of Information Systems for Brady, Harrison, & Associates.You, as Director of Human Resources, must write a memo to the employees announcing this promotion.Supply details.

Question 47

Why would the following paragraph NOT be good for opening a request approval memo?
We have received your request for maternity leave.We know that you and Bill will make good parents.

Question 48

You are the owner of Bright Blooms, a local florist/greenhouse.Brandon Bibeau, president of the National Honor Society at Central High School, has written asking you to contribute a fresh flower arrangement for a silent auction to be held the 10th of next month.Proceeds from the auction will be used to fund scholarships for graduating seniors.Respond positively to Brandon's request.Supply details necessary to make this a complete message.

Question 49

As a busy college student, you often rely on frozen dinners for your evening meal.Last night, you tried Budget Cuisine's chicken fettuccini.Much to your disappointment, the dinner contained only two small pieces of chicken.In addition, the pasta was tough.Prepare the text of a claim that could be submitted to Healthy Cuisine through its website.

Question 50

The sporting goods store you own sponsors a youth soccer team.This year, the team compiled a 9-1 record and won the league championship.Prepare a letter to Walt Robbins, the coach, congratulating him on the team's success.

Question 51

Explain role reversal and why it can be useful when writing a request for information or action.

Question 52

Why are electronic communication methods such as e-mail and the Internet less desirable for social business messages than for other message types?

Question 53

Georgia Eman is in charge of planning a company picnic for Abbott Accounting. As she prepares the invitation to Abbott's employees, what information should Georgia include other than the time, date, and location of the event?

Question 54

You have just assumed the duties of Director of Customer Relations for Sunnyvale Wholesale Grocery (SWG).SWG sells and delivers supplies to retail grocery stores in a 200-mile area.One of your first assignments is to write a form letter that could be used to welcome all new customers to your company.Be creative and add details.

Question 55

Which of the following should be considered when determining the formality of a goodwill message?

A) Cost
B) Timeliness in sending the message
C) Length of message
D) Familiarity with the receiver

Question 56

Party Palace has relocated and plans to hold an open house to showcase its new facility.Which of the following openings best reflects appropriate use of the direct plan for the invitation to this event?

A) Party Palace is open in its new location, and we're celebrating!
B) Date: October 11
Time: 9 AM to 9 PM
Dress: Casual--party hats provided on site
C) Please join us as we celebrate the opening of Party Palace's new store!
D) Please complete and return the enclosed card saying you'll attend our open house.

Question 57

Todd Pritchert is writing a letter to thank those who volunteered at this year's Downtown Youth Center fundraising event.Which of the following represents the best opening paragraph for his message?

A) Volunteers are the key piece in DYC's fundraising puzzle, and no one appreciates them more than we do!
B) Time is a precious commodity. By donating your time to this year's DYC fundraiser, you demonstrated your commitment to the youth of Pueblo. We and they are grateful for your efforts.
C) Thank you!. The youth of Pueblo and the staff at DYC are pleased to announce that this year's fundraising event was the most successful in our 12-year history.
D) The smile on your face told us you enjoyed volunteering at this year's DYC fundraising event. So, mark your calendar now and sign up to help again next year!

Question 58

Since joining Mario Enterprises 18 months ago, you have worked closely with Shirley Rowley, your supervisor and mentor.After 28 years with the company, Shirley will retire at the end of this month.You have been asked to prepare a letter to be included in a scrapbook presented to Shirley at her retirement party.