Deck 8: Writing Routine and Positive Messages

Question 1

When closing a direct request,you should

A) thank the reader in advance for helping you.
B) mention your own qualifications or status.
C) request a specific response and mention the time limits.
D) indicate the consequences of a failure to reply.
E) downplay the significance of what you are asking.

Answer 1

C
Explanation: C)To close your message,request specific action in a courteous close.Make it easy to comply by including appropriate contact information.Express your gratitude,and clearly state any important deadlines for the request.However,do not thank the reader in advance for cooperating; many people find that presumptuous.

Question 2

When making a routine request,you should begin with

A) an indication of the importance of your request.
B) a statement of who you are.
C) a clear statement of the main idea or request.
D) a question.
E) a humorous comment.

Answer 2

C
Explanation: C)Like all other business messages,a routine request has three parts: an opening,a body,and a close.Using the direct approach,open with your main idea or request.Questions should be included in the body of your message.

Question 3

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 regarding the nature or history of your relationship.
B) not bother to enclose a stamped, preaddressed envelope.
C) use the persuasive approach.
D) use the bad-news approach.
E) exaggerate your qualifications so they can write a stronger letter.

Answer 3

A
Explanation: A)When writing someone for a recommendation and you have not had contact with that person for some time,use the opening to trigger the reader's memory of the relationship you had.Always be sure to enclose a stamped,preaddressed envelope as a convenience to the other party.

Question 4

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 statement of the problem.
D) threatening legal action if you do not receive a favorable adjustment.
E) saying how disappointed you are in the company.

Question 5

The close of a routine reply or positive message 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) always end with a question.

Question 6

In the body of a routine request,you should

A) beg the reader to grant your request.
B) explain and justify your request.
C) give your sales pitch.
D) explain what will happen if the audience does not do what you are asking.
E) state your main idea.

Question 7

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) insulting and self-serving, unless you include a check or free product.
E) all of the above.

Question 8

In a positive message,you should explain your point completely in the

A) introduction.
B) body.
C) close.
D) All three, since repetition is the key to getting your message across.
E) None of the above, allowing the reader to figure it out on his or her own.

Question 9

The opening of a request for a recommendation should include

A) a buffer.
B) a statement implying that you're applying for a position.
C) a statement of why the recommendation is needed.
D) an apology for bothering the reader.
E) a comment that you don't mind if the writer overstates your qualifications.

Question 10

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) explain that you're not really sure what they will say about you.

Question 11

In requesting a sales report from a co-worker,you should

A) use the indirect approach.
B) get straight to the point.
C) maintain a formal style and tone.
D) use circular reasoning to justify your request.
E) do all of the above.

Question 12

In closing a request for a recommendation,you should include

A) an expression of appreciation.
B) an indication that you've enclosed a stamped, preaddressed envelope.
C) the full name and address of the person to whom the letter should be sent.
D) none of the above.
E) all of the above.

Question 13

Which of the following would be the best opening for a routine request?

A) Please send me a summary of last month's east region sales data.
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) Hopefully, this will not be too much trouble for you.

Question 14

Routine,positive messages should do all of the following except

A) leave your reader with a good impression.
B) use an indirect approach.
C) provide all required details.
D) communicate the information or positive news.
E) use a professional, respectful tone.

Question 15

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) just leave it out.
C) put the negative information first.
D) put the negative information last.
E) use sarcasm to suggest that it's not all that bad.

Question 16

When making a routine request,you should

A) use the inductive plan.
B) assume that the audience will comply.
C) demand immediate action.
D) explain the consequences of failing to comply.
E) assume that the audience will not comply.

Question 17

If you have strongly 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) put it at the beginning of your message.

Question 18

In a positive message,the main idea is presented

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) by implication only.

Question 19

When asking multiple questions in a request message

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) combine as many questions as possible into one.

Question 20

When making a claim or requesting an adjustment,your close should usually

A) clearly state how angry and disappointed you are.
B) explain the specific details of the problem.
C) request a specific action or express your desire to find a solution.
D) explain that you are planning to seek legal counsel.
E) suggest that you will probably take your business elsewhere.

Question 21

When responding to a customer request for an adjustment,it is usually reasonable to assume that

A) if you handle the situation well, the customer will be even more loyal than before.
B) the customer's account of the situation is exaggerated.
C) the customer is hostile.
D) the customer is trying to pull a fast one.
E) the customer will no longer do business with you, even if you grant the request.

Question 22

When a company grants a customer's claim or request for adjustment,

A) the customer is still likely to take his or her business elsewhere.
B) the customer is likely to tell more people about it than if the matter was handled poorly.
C) it opens the door to frivolous lawsuits.
D) the customer is likely to be even more loyal than before.
E) it sends the message that the company is unsuccessful.

Question 23

When responding to a claim when your company is at fault,it is best to

A) avoid sympathizing with the customer, since it can lead to lawsuits.
B) do all you can to discourage any need for follow-up.
C) take (or assign) personal responsibility for setting matters straight.
D) be vague about when the claim may be resolved.
E) wait at least two weeks before you respond.

Question 24

Choosing between the direct and indirect approaches in a routine request depends primarily on

A) whether the audience is internal or external.
B) whether the audience is large or small.
C) how reluctant the audience will be to comply.
D) how soon you need the request fulfilled.
E) when you send the request.

Question 25

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

A) assume that employees will have a negative response.
B) use the indirect approach.
C) use the body of the message to provide all the necessary details.
D) make the subject line as ambiguous as possible, so that they will be more likely to read the memo.
E) do all of the above.

Question 26

If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation,it is best to

A) keep them to yourself.
B) include others' criticisms to support your statements.
C) refuse to write the recommendation.
D) state your opinion strongly, since it is protected by the First Amendment.
E) write the letter, but give specific examples to back up your negative comments.

Question 27

Unlike a claim,a request for adjustment

A) is a formal complaint.
B) should be phrased in a more aggressive tone.
C) does not require supporting documentation.
D) seeks a specific settlement.
E) should always open with a buffer.

Question 28

In requesting an adjustment,asking the company to make an assessment and then advise you on how the situation could be fixed

A) is never effective.
B) shows uncertainty, and tends to work only with small companies.
C) is always more effective than proposing a solution of your own.
D) is helpful when you are uncertain about the exact nature of the problem.
E) is a viable option only if you have hired an attorney.

Question 29

Writing "thank you in advance" at the close of a routine request

A) is courteous and effective.
B) will guarantee a positive response.
C) is best to avoid, since many people find it presumptuous.
D) is most effective when you end the statement with an exclamation point.
E) is expected when your audience is unfamiliar.

Question 30

When responding to a customer complaint about one of your company's services,you should

A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."
B) use a generous, grudging tone.
C) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
D) avoid blaming anyone in your organization by name.
E) always find a way to blame the customer for the problem.

Question 31

Condolence messages should

A) be as long as possible.
B) make as little reference to the deceased as possible.
C) avoid "poetic" passages and stilted or formal phrases.
D) include comments on how you felt in a similar situation.
E) not mention the deceased by name.

Question 32

When answering requests and a potential sale is involved,one important goal is to

A) leave your audience with a good impression of you and your firm.
B) provide negative information about any possible competitors.
C) use hard sell techniques to pressure the reader into making the purchase.
D) make negative comments about your competition.
E) none of the above.

Question 33

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

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.
E) refuse the claim, but assure the customer that you will never do business with the third party again.

Question 34

When writing a letter of recommendation,you should

A) illustrate your general points with facts and evidence.
B) show it to the job candidate before sending it to the person who requested it.
C) overstate the candidate's abilities if he or she is a good friend and really wants the job.
D) make sure to include any negative stories you've heard about the candidate.
E) always include at least one negative comment to show that you are being objective.

Question 35

When offering compliments in a goodwill message,you should

A) feel free to exaggerate.
B) always use the strongest words you can think of.
C) be sure to back them up with specific points.
D) temper them with comments on areas for improvement.
E) offset them with negative comments about other employees.

Question 36

If a customer requesting an adjustment is at fault for the problem,the best response is often to

A) refuse the claim without any explanation.
B) refuse the claim, but assertively point out the customer's mistake.
C) honor the claim but do so grudgingly.
D) honor the claim but diplomatically explain that your firm was not entirely at fault.
E) tell the customer he or she is lucky you're not pursuing legal action.

Question 37

The categories of routine replies and positive messages include all of the following except

A) answering requests for information and action.
B) granting claims and adjustments.
C) refusing requests.
D) sending goodwill messages.
E) providing recommendations.

Question 38

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) should usually include a joke or personal comment.

Question 39

Your negative comments about a job candidate could be considered defamatory if

A) in a phone conversation you tell the applicant's potential employer that the applicant is an alcoholic.
B) you omit important negative information about the candidate in a recommendation letter.
C) you decline to provide a recommendation because of "company policy."
D) you cannot prove that those comments are true.
E) you use actual examples to support what you say or write.

Question 40

Excluding important negative information about a candidate in a recommendation letter

A) is expected-otherwise no one would be able to get a good job.
B) has led some employers to sue after hiring the candidate and discovering problems.
C) is the only way to prevent the candidate from suing you.
D) is okay, as long as you explain to the candidate that you are doing it.
E) is fine unless you have a business relationship with the recipient of your letter.

Question 41

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

Question 42

When making an unusual or complex request,it is best to

A) ask all at once, even if it makes results in one long and complicated question.
B) use passive voice to state what is wanted.
C) break it down into specific, individual questions.
D) use a particularly demanding tone.
E) warn the audience that they might struggle to understand it.

Question 43

Requests sent to individuals outside your organization should be more formal than those sent internally.

Question 44

There is no reason to put requests to fellow employees in writing.

Question 45

In recommendation letters,comparing the candidate's potential to that of his or her peers

A) should be avoided, since it opens the door to legal action.
B) is unprofessional because it distracts attention from the candidate you are recommending.
C) helps the recipient evaluate the candidate more effectively.
D) is a good idea, even if you have only a "gut feeling" about how the candidate stacks up.
E) almost always reduces the candidate's chances of landing the job.

Question 46

When making a direct request,you should state what you want in the first sentence or two and then follow with an explanation.

Question 47

When requesting recommendations,you should use the indirect approach.

Question 48

A crisis management plan

A) should guide a company in communicating about serious problems.
B) is not relevant to a company's response to claims, even when the company is at fault.
C) should not address communication, but instead focus on emergency procedures.
D) should be referenced in every response to disgruntled customers, since every case is a crisis.
E) should stipulate that the company must never accept responsibility for serious problems.

Question 49

Including a deadline in the close of a request

A) is rude and unprofessional.
B) is acceptable for internal audiences, but never external.
C) will offend your audience, unless they are your subordinates.
D) is effective only when you explain the consequences of failing to meet it.
E) helps the audience understand exactly what you want.

Question 50

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 51

Most routine messages are

A) positive.
B) negative.
C) neutral.
D) persuasive.
E) controversial.

Question 52

Unlike traditional press releases,a social media release

A) emphasizes bullet-point content over narrative paragraphs.
B) makes it more difficult to publicize your content.
C) must always be written using "I" or "we."
D) is much longer.
E) almost always reaches a much smaller audience.

Question 53

In the final section of a request message,you should thank the reader in advance for cooperating.

Question 54

When making direct requests,you should avoid such polite words and phrases as "please" and "I would appreciate."

Question 55

Refusing to write a recommendation letter

A) should be avoided at all costs.
B) is unnecessary, since you can simply "forget" to write one if you decide against it.
C) is unethical, even if you have misgivings about the candidate.
D) is more risky than writing a negative letter.
E) is the best option if a candidate has serious shortcomings.

Question 56

When asking for information and action,explaining why you're making the request

A) is unnecessary since the audience is likely to comply.
B) is part of an effective strategy for getting what you want.
C) suggests that you think the audience is unintelligent.
D) is viewed as a sign of weakness in most organizations.
E) generally reduces the likelihood of receiving a positive response.

Question 57

In today's electronic media environment,handwritten thank-you notes

A) are not likely to be read.
B) give the impression that the writer is unprofessional.
C) are often particularly appreciated by the recipient.
D) require too much time to prepare and deliver.
E) are viewed as obsolete, except in personal contexts.

Question 58

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

Question 59

Requesting references before extending credit

A) was once common, but not anymore.
B) happens only when the applicant has a very poor credit rating.
C) is illegal in the U.S.
D) is just a diplomatic way of denying applications.
E) is a common practice.

Question 60

As you explain and justify your request,you should try to point out how complying with the request could benefit the reader.

Question 61

In a letter agreeing to make an adjustment even though the buyer technically was at fault,a courteous tone is less important.

Question 62

Dissatisfied customers can request a(n)________,or claim settlement.

Question 63

When a third party is at fault in a claim,the best approach is always to refer the customer to that party to resolve the problem.

Question 64

The body of a positive message is a good place to use ________,assuring the customer of the wisdom of his or her purchase selection.

Question 65

When sending a positive message to a customer,it is a good idea to reassure the customer that he or she has made a wise purchase.

Question 66

When writing a condolence message about a loss,you should always use comforting poetic expressions such as "life is for the living."

Question 67

It's best to back up all claims and requests for adjustments with invoices,sales receipts,and so on and to send copies to the company and keep the originals.

Question 68

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

Question 69

A new co-worker recently won a prestigious award for her work on green technologies.Since you do not know her well,you should not send a note to congratulate her on the achievement.

Question 70

A routine positive message should never include negative information.

Question 71

Messages of ________ express sympathy.

Question 72

In positive recommendation letters,it's important to back up your general points with specific examples of the candidate's fitness for the job.

Question 73

Even when you grant a dissatisfied customer's request for adjustment,he or she will most likely not return to your business.

Question 74

Customers who are dissatisfied with a company's product or service make a(n)________,or formal complaint.

Question 75

When asked to write a letter of recommendation for a poorly performing employee,you should never refuse to do so.

Question 76

When replying to a customer's complaint when your company is at fault,be sure to list the names of all employees who were involved in the error.

Question 77

When responding to claim letters,companies usually accept the customer's explanation of the problem.

Question 78

If you are applying for a job,you may need to ask a professional associate to write a letter of ________.

Question 79

To preserve your company's reputation,messages granting customer requests for adjustment should always imply that the customer was at fault.

Question 80

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.