Deck 5: Writing Good-News and Neutral Messages

Question 1

When a message is likely to elicit a positive or neutral response from a reader, the direct approach is preferable.

Answer 1

True

Question 2

For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a single sentence.

Answer 2

False

Question 3

Even though an adjustment grant is good news to a customer, some negative thoughts may remain.

Answer 3

True

Question 4

Ending a message with phrases such as "as soon as possible" or "at your convenience" helps in building goodwill.

Question 5

A routine inquiry should not open with a question or request.

Question 6

In responding to an inquiry with two or more questions, you should answer the questions in the order your reader used in asking them.

Question 7

In writing a favorable response to an inquiry, it is considered inappropriate to begin the message by stating that you are complying with the reader's request.

Question 8

One of the special considerations when writing an adjustment grant message pertains to overcoming the reader's negative impressions of the company.

Question 9

Depending on the situation, claim messages can either be written using the direct order or the indirect order.

Question 10

Internal-operational messages are those emails and hard-copy messages written by the employees of a company to suppliers and service organizations outside the company.

Question 11

An order acknowledgment message begins with good news and ends on a goodwill note.

Question 12

If your response to an inquiry includes some bad news along with the good news, you should place the bad news at the beginning and ending of the message as a whole.

Question 13

Messages that contain good news should be written in the indirect order.

Question 14

A message granting an adjustment should be written in the indirect order.

Question 15

When writing a general favorable response, you should avoid adding comments, questions, suggestions, or additional information even if such material is relevant to the reader's original request.

Question 16

Internal-operational communications are highly casual exchanges between employees of the same company.

Question 17

When ending routine inquiry messages, one should avoid mentioning deadlines and the reasons for them.

Question 18

In a message granting an adjustment, you should make repeated references to the problem being corrected.

Question 19

In the context of writing order acknowledgements, when delays are routine and expected and do not pose a serious problem, you should use the indirect approach.

Question 20

The opening of a routine inquiry should focus on the main objective.

Question 21

When composing good-news and neutral messages, one may _____.

A) use the indirect approach
B) use the we-viewpoint instead of the you-viewpoint
C) begin the message with a brief orienting clause
D) avoid listing details or arranging them by paragraphs
E) write the message in a roundabout manner

Question 22

Which of the following guidelines should be followed when writing an effective message carrying good-news?

A) The message should be written using the indirect order of organizing information.
B) All the details of the message should be covered in the first paragraph.
C) The prefatory remarks in the message should be kept brief with focus on the real message.
D) The objective or key point of the message should be presented at the end.
E) The message should use the we-viewpoint instead of the you-viewpoint.

Question 23

When is it best to use the indirect approach in creating a message?

A) When the message is likely to evoke a negative response from the reader
B) When the message is requesting for routine information
C) When the message is informing the reader about good news
D) When the message is intended for an audience who prefers to get to the main point without delay
E) When the message is likely to evoke a neutral response from the reader

Question 24

If you are seeking only one piece of information in a routine inquiry message, you should _____.

A) begin the message with a specific question
B) open the message with an expression of thanks
C) write the message using the we-viewpoint
D) avoid using the active voice in writing sentences
E) use clichés that sound positive to build goodwill

Question 25

Which of the following guidelines will help create an effective good-news message?

A) All the details of the message should be covered in the first paragraph.
B) The message should use the we-viewpoint instead of the you-viewpoint.
C) The objective or main part of the message should be reserved for the ending.
D) The message should be concluded with an appropriate friendly comment.
E) The message should be organized using the indirect plan of organizing information.

Question 26

You are most likely to build goodwill with your readers by using _____.

A) clichés that sound polite
B) a closing that is tailored to your message
C) colloquial or conversational language
D) phrases such as "at your convenience" or "as soon as possible"
E) the we-viewpoint

Question 27

Which of the following is the most appropriate beginning for a typical routine inquiry message?

A) An explanation of a problem or situation
B) A buffer designed to set up persuasive efforts
C) A persuasive opening using the indirect approach
D) An off-subject, friendly introduction
E) A brief statement to orient the reader

Question 28

The direct order of writing a message _____.

A) prepares the reader to receive an emotionally-charged message
B) offers the writer the flexibility to compose a message that is open to numerous interpretations
C) allows the writer to begin with the key point and get to the objective right away without delay
D) allows the writer to create a general message that is not adapted to suit a specific audience
E) allows the writer to present simple information in a complex manner

Question 29

Combining two or more questions in a sentence _____.

A) makes each question stand out
B) helps build goodwill with the reader
C) de-emphasizes each question
D) invites the reader to pay more attention to individual questions
E) allows you to structure your questions in true question form

Question 30

A good place for general explanatory material in a routine inquiry with multiple questions is _____.

A) just after or along with the salutation in the message
B) before the prefatory material in the message
C) in the goodwill ending of the message
D) in an attachment as extra information
E) in the body of the message along with the questions

Question 31

Which of the following is true about a routine inquiry that seeks only one piece of information?

A) The message can be concluded immediately after asking for the information.
B) Such a message restricts the sender from adding any extra explanation related to the query.
C) The length of the message must be kept to a minimum by excluding explanatory information.
D) Such a message makes it mandatory for the writer to use the indirect approach.
E) The message requires that the writer use the we-viewpoint in addressing the reader.

Question 32

Which of the following guidelines should be followed when writing a message carrying good-news?

A) The message should be written using the indirect approach of organizing information.
B) The prefatory material in the message should be explained in detail, and the main objective should be kept brief.
C) The objective or key point of the message should be presented at the end.
D) If parts of the objective require explanation, the explanations must be included in the message.
E) Phrases such as "as soon as possible" or "at your convenience" should be included at the end of the message.

Question 33

Which of the following is the most effective method of making questions stand out in a routine message?

A) Combining two or more questions in a sentence
B) Structuring questions in true question form
C) Placing all the questions in a single paragraph
D) Avoiding the use of bullets to list questions
E) Including as many questions as possible in each paragraph

Question 34

What is the advantage of closing a message with a tailored ending?

A) It allows you to emphasize on the I-viewpoint.
B) It puts the writer at the central position.
C) It helps in building more goodwill.
D) It allows you to use clichés without distracting the reader from the main message.
E) It allows you to create a message that is open to various interpretations.

Question 35

Harry wants a response from a certain client on the same day he sends a message. Which of the following closing statements should he use in his message to the client?

A) Thank you! I will be expecting a response from you today.
B) If you need further information, please don't hesitate to ask me.
C) Please contact me as soon as possible.
D) Please send me these details at your convenience.
E) Please reply by 4 p.m. to ensure that your order ships today.

Question 36

The _____ is the best approach to use when a message is likely to evoke a positive response from the reader.

A) practical approach
B) direct approach
C) indirect approach
D) active approach
E) passive approach

Question 37

Which of the following is a good practice in framing questions for routine inquiry messages?

A) Combining two or more questions to form a compound question
B) Avoiding the use of bullets or numbering to order questions
C) Placing all the questions in a single, concise paragraph
D) Avoiding simple yes or no questions unless required
E) Structuring questions in such a way that they merely hint at a need for information

Question 38

Sheeba has to write a message seeking information about a possible venue for her company's annual employee-recognition banquet. Which of the following will be the most effective opening in her message?

A) We would like to know about your banquet facilities.
B) It would be nice if you could tell us about your banquet facilities.
C) Will you please answer the following questions about your banquet facilities?
D) As we are preparing for our annual employee banquet, we need information regarding your banquet facilities.
E) Your banquet facilities appear to be just what we need.

Question 39

In which of the following situations should one use the direct order in writing a message?

A) In writing a message that is likely to evoke a neutral response from the reader
B) In writing a message to persuade a client of a business deal of which he/she is not very convinced
C) In writing a message that is likely to evoke a negative response from the reader
D) In writing a message offering an explanation to stakeholders in times of crisis
E) In writing a message informing a customer about the cancellation of a major order

Question 40

What is the advantage of providing background information or orienting statements in a routine inquiry?

A) They help make the direct opening question in the message sound demanding or blunt.
B) They help reduce any startling effect that a direct question might have on the reader.
C) They help introduce a reader to the crux of the message immediately.
D) They allow the use of the we-viewpoint.
E) They ensure that the writer is the focal point of the message.

Question 41

Which of the following concluding sentences is most likely to build goodwill in a routine inquiry message?

A) Your prompt reply to our proposal by the 31^st of December will allow us to start our work on time.
B) We would appreciate an early response.
C) We know that you will be kind enough to help us. Thank you in advance for your help.
D) Hoping to hear from you ASAP.
E) Please have those project reports delivered at your convenience.

Question 42

Which of the following claim messages presents its content in the most appropriate manner?

A) It was highly disappointing that our order was not fulfilled as per your SLA.
B) I have been a long-standing customer, and I'm not happy with your service.
C) I expected your company to be more professional than the others I've dealt with.
D) Please replace the broken product by tomorrow.
E) I am not happy about receiving the wrong product. I wish you would be more careful.

Question 43

Which of the following guidelines should be followed when granting an adjustment?

A) You should use negative words if the reader has blamed you or your company for the problem.
B) You should reiterate that it was not your company's fault.
C) You should ask the reader to look beyond the company's faults.
D) You should try to regain any confidence that the reader may have lost from the experience.
E) You should avoid using reader-centered language.

Question 44

Which of the following is true of acknowledgements?

A) One must not use the you-viewpoint when writing acknowledgements.
B) One must use a highly formal style when writing acknowledgements.
C) Acknowledgements are typically written using the indirect plan of organizing information.
D) The sole purpose of writing acknowledgements is to help build goodwill.
E) Acknowledgements let people who order goods know the status of their orders.

Question 45

Which of the following sentences is most likely to build goodwill in a routine inquiry message?

A) Your preparation of estimates by June 13 will enable us to choose a contractor by the end of the month.
B) Thank you in advance for your help. I must have these cost estimates as soon as possible.
C) A prompt reply to the request we have put forward will be highly appreciated.
D) Hoping to hear from you soon.
E) Please respond to our queries at your convenience.

Question 46

In giving proper emphasis to the bad news in a favorable response, you should _____.

A) place the bad news in secondary positions
B) avoid using space emphasis
C) make use of the we-viewpoint
D) present the bad news at the beginning of the message
E) present the bad news in the main clause of the message

Question 47

Which of the following guidelines should be followed when writing an order acknowledgement message?

A) Begin with the news of the goods being shipped.
B) Use the we-viewpoint.
C) Open the message with promotional material.
D) Refrain from mentioning expected delays.
E) Avoid wasting time in building goodwill.

Question 48

Which of the following guidelines should be followed when answering two or more questions in a favorable response message?

A) Make sure all questions can be answered with a simple "yes" or "no."
B) Respond only to the most important query when asked to answer two or more.
C) Avoid telling the reader that you are complying with his or her request; it sounds redundant.
D) Avoid numbering your answers, especially if your reader numbered the questions.
E) Arrange the answers in the same order as the questions in the inquiry message.

Question 49

Which of the following sentences is appropriate to be used in a claim message?

A) It was highly disappointing that we received a broken product.
B) I have been a long-standing customer, and I'm not happy with your service.
C) I expect your company to be more professional in handling my orders.
D) Please send us a replacement by January 1.
E) I am not satisfied with the goods I've received and want them to be replaced ASAP.

Question 50

Which of the following guidelines should be followed when responding favorably to questions in a routine inquiry message?

A) Order your answers logically or arrange them in paragraphs.
B) Make your answers stand out by responding to each question in a new message.
C) When answering more than one question, answer only the most important one.
D) Avoid telling the reader that you are complying with his or her request.
E) Avoid numbering your answers, especially if your reader numbered the questions.

Question 51

Which of the following should you do when responding favorably to questions in a routine inquiry message?

A) Answer each question in a separate message to ensure clarity.
B) Conclude the message with the answer to the reader's question.
C) Answer all the questions in a single paragraph.
D) Answer the most important question first.
E) Request the sender to limit the number of questions.

Question 52

Most claim messages are written using the indirect approach because they _____.

A) are about routine circumstances
B) involve unhappy news
C) require the writer to begin the message with negative news
D) require the writer to use the we-viewpoint in framing the message
E) are framed using standardized templates and do not depend on the audience

Question 53

Which of the following is an ideal opening for a direct claim?

A) Unfortunately, you shipped only three laptops instead of the five we ordered.
B) Please adjust invoice 3459 to show that we ordered six office chairs, not seven.
C) Imagine our disappointment when we received our order and discovered three broken glasses.
D) On November 1, our team met and decided it was time to upgrade the phones for our field representatives.
E) You shipped us three iPads that didn't work, and you shipped them later than you promised.

Question 54

Which of the following should be included in the body of a direct claim?

A) A statement that indirectly places the blame on the reader
B) A direct statement accusing the reader of unprofessional behavior
C) A statement with words such as "disappointment" and "complaint" that best reflects your emotions
D) A paragraph of explanation to help your reader understand your requirements
E) A statement implying that your long-standing business relationship with the company has now soured

Question 55

In the context of order acknowledgements, which of the following illustrates the most positive way of handling a vague order?

A) You failed to mention the number of chairs that you need.
B) The expected delivery date was not mentioned in your order.
C) You did not specify the details of the requested products.
D) If you had specified the exact make, we would've shipped your order immediately.
E) Once you let us know which of the two models you would like, we will send it to you immediately.

Question 56

Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings should Karen use?

A) I have received your message dated August 4, in which you ask…
B) Thank you for your message dated August 4.
C) Thank you for awaiting our approval.
D) We have given your question some thought…
E) Yes, you may use the company's logo in promotional materials for…

Question 57

Which of the following guidelines should be followed when writing order acknowledgement messages?

A) Begin the message with bad news if there is any.
B) Focus on the delay of an order and emphasize that it is your company's fault.
C) Include information about new products, services, or opportunities for the reader.
D) Refrain from mentioning a delay if it is due to unexpected reasons.
E) Avoid wasting time in building goodwill and stick to the main point.

Question 58

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

A) Thank you in advance for your help. We expect a reply as soon as possible.
B) Please respond to our queries at your convenience.
C) As we must begin production on February 1, I'd appreciate your response by that date.
D) Thank you for your cooperation in assisting us with our queries.
E) Your early response would be most sincerely appreciated.

Question 59

Which of the following sentences will be most effective in attracting attention for a routine inquiry about an advertised product?

A) It would be nice if you would tell me more about the Mir-Cal product advertised in last Sunday's Potterville Times.
B) Could you please answer the following questions regarding the Mir-Cal product advertised in last Sunday's Potterville Times?
C) I saw your advertisement on the Mir-Cal product last Sunday, and I want to know more about it.
D) Your new Mir-Cal product appears to meet our needs well, and we would like to know more about it.
E) Please refer to your latest advertisement on the Mir-Cal product. I have a few questions about it.

Question 60

Which of the following illustrates the most positive way of explaining a shipping delay?

A) Your order of 65 EZ staplers will not be shipped until June 12 due to production delay.
B) Due to unforeseen circumstances, we are unable to ship your order.
C) Because we aren't producing EZ staplers right now, you will receive your order sometime around mid-June.
D) We cannot ship the EZ staplers you had asked for, because production does not resume until June 1.
E) Production of EZ staplers resumes on June 1; your order of 65 EZ staplers will arrive on June 12.

Question 61

Explain the process of closing routine messages with goodwill.

Question 62

How would you handle delayed orders and vague orders when writing order acknowledgement messages?

Question 63

Kayla needs to write an internal-operational message explaining a policy change for the completion of travel reimbursement forms. The most appropriate way of presenting this information is _____.

A) in a casual internal-operational message
B) in a moderately formal internal-operational message
C) in a formal internal-operational message
D) either in a casual or an informal internal-operational message
E) either in a casual or a moderately formal external-operational message

Question 64

How should you structure questions in a routine inquiry message?

Question 65

Outline the plan recommended for a routine inquiry message.

Question 66

Give a brief account of internal operational messages.

Question 67

Which of the following is true about internal-operational messages?

A) These are formal messages sent from employees of an organization to outsiders.
B) These are messages developed by a business to communicate effectively with its clients.
C) These are casual exchanges between the employees of an organization with those of another organization.
D) The documents uploaded on the internet cannot be classified as internal-operational messages.
E) The formality of such communication ranges from casual to moderately formal to formal.

Question 68

How should a direct claim message be organized?

Question 69

How should bad news be handled when writing routine responses?

Question 70

How does the assessment of a reader's likely reaction influence the construction of a business message?

Question 71

Which of the following should be followed when granting an adjustment?

A) You should avoid admitting that it was your company's fault.
B) You should explain what is being done to correct the situation.
C) You should use negative words to describe what went wrong.
D) You should make the customer's complaint the focus of your message.
E) You should include an apology at the end of the message.

Question 72

What are the special needs to be considered when granting an adjustment?

Question 73

Which of the following guidelines should be followed when granting an adjustment?

A) You should avoid using reader-centered language.
B) You should reiterate that it was not your company's fault.
C) You should use negative words if the reader has accused you or your company.
D) You should avoid language that makes the customer's complaint the focus of your message.
E) You should use the we-viewpoint in writing your message.

Question 74

Explain the general plan for direct-order messages.