Deck 6: Delivering Good- and Neutral-News Messages

Question 1

Asking a colleague or employee to walk through the steps outlined in a procedural document is recommended prior to finalizing the document.

Answer 1

True

Question 2

The impersonal nature of form letters makes them inappropriate for business purposes.

Answer 2

False

Question 3

Memorandums, or memos, are appropriate for communication both inside and outside the company.

Answer 3

False

Question 4

It is acceptable to send a message of appreciation that includes strong, somewhat exaggerated language when the sender believes the statements to be true.

Question 5

The strategies for routine claims and persuasive claims differ because with a persuasive claim, a request will likely be granted only after explanations and arguments have been presented.

Question 6

Good- or neutral-news messages follow a deductive sequence in which the message begins with the main idea.

Question 7

Appreciation letters that are not sent in a timely manner may arouse questions about the sender's motive.

Question 8

An acknowledgment message is sent to indicate an order has been received and processed.

Question 9

An advantage of the deductive organization of good- or neutral-news messages is that it helps receivers save time because they can understand the important idea and then move rapidly through the details.

Question 10

An attempt at resale or sales promotion is inappropriate in a favorable response to a claim message.

Question 11

Personalized form letters are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver.

Question 12

The three steps in the deductive strategy used for good- and neutral-news messages indicate the requirement for a three-paragraph document format.

Question 13

Making a choice between an inductive outline or a deductive outline is as important in writing an email message or memorandum as in writing a letter.

Question 14

Goodwill messages can be designed to build strong, lasting relationships among employees, clients, customers, and various other groups.

Question 15

Depending on the situation, a thank-you message can be handwritten, printed on letterhead, or sent electronically.

Question 16

When asked to provide credit information about an account holder, good advice is to report only facts and avoid opinions about the applicant.

Question 17

Neutral messages contain content that is not likely to generate an emotional message from the receiver.

Question 18

Because message expectations and social conventions differ among cultures, effective communicators adapt their strategies when communicating with various audiences.

Question 19

The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application.

Question 20

Selection of the deductive or inductive method of organizing business messages depends on the probable reaction of the receiver to the message.

Question 21

Mary has a neutral message to deliver to a co-worker. What delivery options would be the most effective?

A) Letter, email, or telephone
B) Memo, instant messaging, or letter
C) Letter, phone, or in person
D) Memo, email, or phone

Question 22

The strategies for structuring effective good- and neutral-news messages

A) follow the inductive sequence.
B) vary dramatically from one company to another.
C) can generally be applied to cultures around the world.
D) are generally consistent among North American audiences.

Question 23

Email messages and memos differ from letters in that they are

A) written to employees within a company.
B) less formal in tone and formatting.
C) subject to less grammatical scrutiny.
D) more formal in tone.

Question 24

Which of the following sentences is a good example of a beginning sentence in a favorable reply to a routine request?

A) We can definitely assist you in having your regional conference at the Ritz-Carlton.
B) Thank you for your request.
C) Please let us know the number of rooms you require first.
D) I read your request.

Question 25

Which of the following is NOT an advantage of the deductive sequence approach for a good-news message?

A) The first sentence receives attention since it is in an emphatic position.
B) The good news in the first sentence puts receivers in a good frame of mind.
C) The organization is persuasive and calls for action.
D) The receiver can understand the important idea and move quickly through the supporting details.

Question 26

After consideration of a customer's request for a partial product refund due to repeated repairs, you have determined that you should comply. Which of the following is NOT part of your effective adjustment message?

A) A fair response to a legitimate request
B) A statement that "the claim is being granted"
C) Resale or sales promotional material
D) An attempt to regain possible lost goodwill

Question 27

A sincere apology message to a customer for a serious mistake made would likely be considered by the customer as

A) a negative news message.
B) an attempt to preserve a relationship.
C) unwelcomed, since a verbal apology is more meaningful.
D) a misdirected communication.

Question 28

Which of the following is recommended advice when writing an appreciation message?

A) Time the message to arrive two to three weeks following the action or event.
B) Use slight overstatements to communicate your favorable attitude.
C) Avoid specific remarks about the receiver's performance or achievement.
D) Consider sending a copy of the appreciation message to the individual's supervisor.

Question 29

Claims related to product warranties, guarantees, or contractual conditions are typically ____ claims.

A) persuasive
B) inductive
C) routine
D) negative news

Question 30

In writing a routine claim,

A) the message should begin with a request for action.
B) the message should begin with the details and explanation.
C) the message should begin with an expression of appreciation of the business relationship.
D) none of the above.

Question 31

The steps for the deductive sequence approach for a good-news message are

A) begin with the details, state the main idea, and end on a friendly thought.
B) begin with the main idea, provide details and explanation, and end on a future-oriented closing thought.
C) start with a friendly thought, provide details, and end with the main idea.
D) none of the above

Question 32

As compared to letters, memos and email are channels for sharing information of a somewhat ____ nature.

A) formal
B) informal
C) negative
D) personal

Question 33

Persuasive requests differ from routine requests in that

A) persuasive arguments need to be presented at the beginning of the message.
B) routine requests require a forceful approach.
C) routine requests begin with details and explanations first.
D) persuasive messages are shorter in length.

Question 34

You are writing to ABClothes.com to request an exchange for an ordered shirt that was recently sent to you in an incorrect size; the message you write will be

A) a routine claim.
B) a persuasive request.
C) a negative news message.
D) a goodwill message.

Question 35

Ignacio is asking for a refund or a replacement for a recently purchased malfunctioning DVD player; his request for the refund or replacement would be considered a

A) persuasive claim.
B) complaint.
C) routine claim.
D) negative news message.

Question 36

The organization of business messages should be organized based on

A) a prediction of the receiver's reaction to the main idea.
B) the deductive sequence.
C) the inductive sequence.
D) a reflection of the writer's mood and personality.

Question 37

Memos or email messages are the most frequent methods for sharing procedures and instructions for internal business communication when a written record is needed.

Question 38

If you need to convey information that contains good- or neutral-news, you could use

A) letters but not e-mail or voice mail.
B) e-mail but not letters or voice mail.
C) e-mail and letters but not voice mail.
D) e-mail, memos, or voice mail.

Question 39

Your staff has worked hard to successfully complete a project for a large advertising client. Which of the following is the BEST way for you to express thanks to the staff?

A) Thank them at the staff meeting next month.
B) Post a note on the company intranet.
C) Ask your administrative assistant to post a note in the lunchroom.
D) Send an email immediately to all staff.

Question 40

Which of the following is NOT good advice for writing a routine claim?

A) Use the direct approach.
B) Use a persuasive, forceful tone.
C) Assume the request will be granted.
D) Avoid an accusatory tone.

Question 41

Which of the following are the most frequently used methods of communicating standard operating procedures and other instructions to employees?

A) Memos and email messages
B) Face-to-face meetings and phone conversations
C) Phone conversations and instant messaging
D) Reports and letters

Question 42

When writing complex procedures that should be completed in a particular order, which method is BEST?

A) Put the procedures in bullet format.
B) Number the steps.
C) Prepare a flowchart.
D) None of the above.

Question 43

Explain what is meant by resale and sales promotional material. How are they different from sales messages?

Question 44

You have been asked to provide a credit reference for a customer. Which of the following will be part of your written response?

A) your opinions about the customer
B) a statement as to whether the client is a good credit risk
C) a general statement about the client's credit history, followed by supporting details
D) all of the above

Question 45

When you provide credit information about another person, you have an ethical and legal obligation to

A) yourself.
B) the credit applicant.
C) the business from whom credit is requested.
D) all of the above.

Question 46

Ola Jensen has placed her first order with your company. What is the BEST method to let her know you received her order?

A) Send her a preprinted form letter acknowledging the order.
B) Send her a copy of the sales order.
C) Send her sales promotional material.
D) Send her an individualized acknowledgment message about her order.

Question 47

A well-written message acknowledging a customer's order usually will likely result in

A) the customer requesting to be removed from the mailing list.
B) the customer placing additional orders.
C) a decrease in the cost of doing business.
D) all of the above

Question 48

What questions should you ask yourself in order to determine an appropriate communication channel for a particular message?

Question 49

Crafting an Effective Claim Request
Analyze the following routine claim letter and make needed revisions.
Dear Mr. Ortiz:
Eight months ago, I purchased the Wireless-G Broadband Router (2.4 GHz), Model No. WRT54G, from your company. After only eight months of use, it no longer works. It quit working while I was in the middle of a huge project, and the delay cost me hundreds of dollars.
Since this product came with a year warranty, I am upset that it quit working after less than a year. It must be defective. I have the receipt for purchase and want a replacement immediately. The router problem has already cost me time and money. If I don't receive a replacement or refund immediately, I will not buy your products in the future.
Please send a replacement router via express delivery to the address on this letterhead.
Thank you.

Question 50

Customer Requests Information for Returning Product
The customer service department of Software Solutions received a letter from Latif Ahmed stating that he placed an order for the AccTabs accounting software and instead received a software package entitled ThirdWave. He would like to receive a UPS account number to use when returning the product so that he will not have to pay the shipping, as well as instructions for packaging and labeling the returned product.
Required:
Write an e-mail message as the customer service manager of Software Solutions responding to Mr. Ahmed's requests. Include an appropriate subject line and message body in your solution.

Question 51

Which of the following guidelines for writing messages extending credit is FALSE?

A) The writer should include the credit terms.
B) The writer should include the penalty fee for a late payment.
C) The writer should omit any mention of sales promotion or resale.
D) None of the above is false.

Question 52

A procedural message may be ineffective if it

A) uses active voice and action verbs.
B) numbers each step of the procedure in order of completion.
C) uses a flow chart to show complex procedures.
D) is not pilot tested by colleagues and other employees.

Question 53

Manual, a credit supervisor, must write a letter informing a new client that her credit application has been approved. What writing sequence should he use?

A) Persuasive since he needs to confirm her choice of his company's products
B) Inductive because he needs to give her an explanation first
C) Deductive because he needs to give her the good news at the beginning of his message
D) None of the above

Question 54

List the steps in the deductive outline used for good- and routine-news messages. Explain why the deductive outline is recommended for these messages.

Question 55

Which of the following requires an individualized acknowledgment message?

A) Initial order from a customer
B) Custom order
C) Delayed order
D) All of the above

Question 56

Which of the following is NOT recommended when preparing form messages?

A) Add variables to the standard text to tailor the message to the individual.
B) Use pre-produced mailing labels.
C) Use stored paragraphs that are selected according to the situation.
D) Use good quality paper and a high quality printer.

Question 57

You have just received your cell phone bill, and realized that you have been charged this month and for several previous months for a calling feature you did not authorize. You called the cell phone provider but were told that only the charge for this month can be credited. You are planning to write a letter to get your bill adjusted. What tone should your letter have? Why?

Question 58

Your company has decided to require all employees to wear picture ID badges, starting next week. Numerous steps are involved to get a photo ID. What would you do to alert the employees of the requirement?

A) Send the procedural message in an email to all employees.
B) Ask each employee to come in for a meeting with you.
C) Schedule a company-wide meeting to explain the procedure.
D) Send each employee a form letter to his or her home about the requirement.

Question 59

Extension of Credit to InfoSearch
You have received a request for credit from a company called InfoSearch for online databases available from your company. You are a vendor for information databases, and subscribers to your services may contract for 12-month access to this information. You offer various service packages that provide access to specific databases. InfoSearch wants the Standard Package which allows access to a selection of your company's available databases. The extension of credit will allow InfoSearch to order additional levels of service as needed and pay for them on a monthly basis.
Required:
Send a letter, stating that credit is granted, to Olena Androgenski at InfoSearch.