Deck 8: Writing Routine and Positive Messages

Question 1

It is considered rude to state precisely what you want in any business communication because it is too direct and makes the recipient think you believe that they are not competent enough to figure out what you want.

Answer 1

False

Question 2

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

Answer 2

False

Question 3

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

Answer 3

True

Question 4

When making direct requests avoid using softening words and phrases such as "please" and "I would appreciate."

Question 5

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

Question 6

Routine requests are structured differently than other business messages because they are always,necessarily,direct.

Question 7

Because requests for references vouching for a person's competence are so common there is little reason to contact your references ahead of time to tell them that they may be contacted.

Question 8

A request for specific action or to express the desire for a solution should be part of your opening in a claim letter.

Question 9

A claim letter or request for adjustment follows the indirect plan.

Question 10

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

Question 11

Fortunately,there are only a few types of routine requests which makes it easier to learn how to write all of them.

Question 12

In a claim letter,explain the problem in detail,provide back-up information,and request specific action.

Question 13

A letter of request closes with a request for a specific response,an expression of appreciation,and information on how the writer can be reached.

Question 14

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

Question 15

A good message of request,especially a more complex request,will often indicate how the reader's compliance with the request will be of benefit to the reader.

Question 16

When making a claim (a complaint)or requesting an adjustment (a settlement of claim)you only need to explain the problem and give details because the person or company to whom the claim or adjustment is directed will know exactly what to do to address your concerns.

Question 17

When making a claim against a company it is important that you somehow express your anger and frustration so that the company knows that you are serious.

Question 18

Because of their simple organization,routine requests require little tact.

Question 19

If you are writing to someone to request a recommendation letter for a job or scholarship,you should include a copy of your résumé.

Question 20

When writing a claim letter,assume that a fair adjustment will be made.

Question 21

In a routine reply to a simply addressed request,when there is a potential sale involved,it is appropriate to give a response to the inquiry,make sure that you leave your reader with a good impression of your company,and encourage the future sale.

Question 22

The most difficult recommendation letters to write are those for truly outstanding candidates.

Question 23

When a third party is at fault the best approach,while responding to a claim,is to not try to explain how the problem will be solved because that is the responsibility of the third party.

Question 24

Unfortunately,if your company makes a mistake,even if you handle the resolution well,your customer will likely never be loyal to your company again.

Question 25

In situations when your company was at fault,it is always best to be honest and tell the complainant the name of the person in your company who is to blame.Customers are always happy to know who specifically is to blame and always appreciate honesty.

Question 26

Even if you can't immediately solve a problem when your company is at fault,you can at least promptly let the complaining person know that you are listening.

Question 27

Keeping existing clients is always less costly than acquiring new clients,which is reason enough to take steps to repair the relationship when your company is at fault.

Question 28

Your response to a complaint depends on both your company's policies for resolving such issues and your assessment of whether the company,the customer,or some third party is at fault.

Question 29

When your company has been at fault and you have successfully resolved the issue,it is best not to do a follow-up about the issue because that only opens the door to further.

Question 30

A claim letter written as a personal answer to a unique situation starts with a clear statement of the good news.

Question 31

When you agree to make an adjustment even though the buyer technically was at fault,a courteous tone is less important.

Question 32

A routine positive message should never include negative information.

Question 33

Because a letter telling someone that he or she got the job is a legal document,you need to make sure that all statements in the letter are accurate.

Question 34

In a routine reply it is important to embed any negative information in a positive way.

Question 35

In cases when your company has made a mistake you must never empathize with the customer for the inconvenience faced because when it comes to taking sides,you must always be on the side of your company.

Question 36

In routine messages that are not responses to a reader's message,it is important to state right at the beginning of the message why the reader is receiving the message.

Question 37

In a routine reply to a simple request hich only needs a 'yes' response,it is not appropriate to give a thorough rexplanation.

Question 38

In a routine reply it is important to embed any negative information in a positive way.

Question 39

Even if you like the person for whom you are to write a letter of recommendation,you should not write the letter at all if the candidate's shortcomings are so pronounced that you don't think he or she is a good fit for the job.

Question 40

Dissatisfied customers rarely tell others about their complaints.

Question 41

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.

Question 42

Requests sent to people outside the organization usually _____________

A)use the indirect approach.
B)are in memo or email form.
C)adopt a more formal tone.
D)are more complex requests.

Question 43

When a potential sale is involved,after you present the key information,you should _____________

A)promptly and courteously end the letter.
B)provide a clear,conversational statement of the main point.
C)urge the customer to reply immediately.
D)encourage the future sale.

Question 44

Before volunteering someone's name as a reference,always _____________

A)assume you have permission to do so.
B)describe your relationship with that person.
C)ask that person's permission.
D)list that person's address and phone number for ease of contact.

Question 45

In a goodwill message,honesty and sincerity must come across above all else.

Question 46

News releases are usually prepared by specially trained writers in the public relations department.

Question 47

When asking 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)ask only questions that are central to your main request.
D)format complicated questions so they stand out from other text.

Question 48

A message of appreciation can become an important part of someone's personnel file.

Question 49

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.
B)enclose a stamped,pre-addressed envelope.
C)use the persuasive approach.
D)use the bad-news approach.

Question 50

Using lists helps readers sort through _____________

A)the body of the message.
B)truths and lies.
C)multiple requests.
D)unrelated items.

Question 51

The middle section of a request message is the best place to _____________

A)beg the reader to grant your request.
B)give reasons to justify your request.
C)give your sales pitch.
D)give a detailed list of procedures.

Question 52

When making a routine request,you 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.

Question 53

When writing a claim letter,the best way to begin is ________

A)by complimenting the company for past service.
B)by providing a detailed description of the faulty merchandise.
C)by stating the problem in a straightforward manner.
D)by threatening legal action if you do not receive a favourable adjustment.

Question 54

When closing a direct request,you _____________

A)thank the reader in advance for helping you.
B)mention your own qualifications or status.
C)give a specific description of what action you expect and include a deadline,if appropriate.
D)indicate the consequences of a failure to reply.

Question 55

When writing a condolence message about a death,always mention the good qualities or the positive contributions made by the person who died.

Question 56

You don't send notes of congratulation that deal with personal events unless you know the recipient well.

Question 57

Goodwill messages are friendly,unexpected notes with no direct business purpose.

Question 58

When offering condolences,it is appropriate to mention your shock and dismay.

Question 59

When making a request,you _____________

A)use the inductive plan.
B)assume the reader will comply with your request.
C)demand immediate action.
D)do all of the above.

Question 60

Interestingly,news releases differ from other means of communicating with your ultimate audience,because news releases are written to interest an editor or a reporter to write the material that will be read by your larger audience.

Question 61

The beginning of a routine request states what you want.

Question 62

News releases are specialized documents used to share relevant information with the local or national news media.

Question 63

Because many requests are similar,companies usually develop form letters to respond to these repetitive queries.

Question 64

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)respond with messages that explain how the problem will be solved.
C)honour the claim with no additional explanation.
D)honour the claim but explain that your company was not at fault.

Question 65

In the past,news releases were ______________

A)typed on regular company letterhead.
B)written as blogs.
C)crafted in a way to provide information to reporters.
D)offered directly to the public.

Question 66

The purpose of goodwill messages is to _____________

A)make a sales pitch.
B)convey good news about products and operations.
C)enhance relationships with customers and other businesspeople.
D)offer help to those in need.

Question 67

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

A)refuse the claim without any explanation.
B)refuse the claim and point out the customer's mistake.
C)honour the claim but do so begrudgingly.
D)honour the claim but tactfully discourage future claims.

Question 68

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

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 a specific individual or department for the problem.

Question 69

Friendly notes with no direct business purpose,such as those conveying congratulations or thanks,are called goodwill messages.

Question 70

Before volunteering someone's name as a(n)reference ,ask that person's permission.

Question 71

The middle of a routine request provides justification,explanation,and details.

Question 72

Condolence messages should _____________

A)be as long as possible.
B)keep reminiscences brief.
C)quote poetic passages.
D)not mention your shock or dismay.

Question 73

Messages of appreciation recognize the contributions of employees or business associates.

Question 74

A letter telling someone that she or he got the job is a(n)legal document,so make sure all statements are accurate.

Question 75

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

A)the customer's account of the situation is truthful.
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.

Question 76

When sending a goodwill message _____________

A)use congratulatory messages to build goodwill with clients and colleagues.
B)make the company or situation the focus of your comments.
C)use memo format for all goodwill messages sent through interoffice mail.
D)omit any personalized details.

Question 77

The closing of a routine request makes a request for a specific action and expresses appreciation or goodwill.

Question 78

A letter to a successful job applicant _____________

A)should follow the indirect approach.
B)constitutes a legal contract.
C)should use a formal,neutral tone.
D)should never be sent by email.

Question 79

Use a direct approach for positive messages.

Question 80

Dissatisfied customers make a claim or request a(n)adjustment .