Question 1

If your response to an inquiry mostly contains good news with some bad news, you should place the bad news first.

Accepted Answer

It's generally recommended to start with the good news to create a positive tone, then address the bad news, and if possible, conclude on a positive note to soften the impact of the bad news.

Question 2

In a response message with multiple questions, you must number the answers.

Accepted Answer

Yes, it is important to number the answers when responding to a message with multiple questions to avoid confusion and ensure that all questions are addressed.

Question 3

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

Accepted Answer

A message granting an adjustment should be written in the direct order because it delivers good news, and the direct approach is most effective for positive or neutral information.

Question 4

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

Accepted Answer

In a message granting an adjustment, it's more effective to focus on the solution and positive outcome rather than repeatedly referencing the problem, to maintain a positive tone and customer relationship.

Question 5

When delays are routine and expected and do not pose a serious problem, you should use the indirect approach.

Accepted Answer

The answer of When delays are routine and expected and...

Question 6

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

Accepted Answer

Internal operational communications, while they can be informal, must still adhere to professionalism and clarity to ensure effective and efficient business operations.

Question 7

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

Accepted Answer

This is true. Claim messages can be written using either the direct order (where the claim or complaint is stated directly at the beginning of the message) or the indirect order (where the writer begins with a review of the positive aspects before stating the complaint or claim).

Question 8

Even though the basic objective of granting an adjustment is good news, some negative thoughts may remain.

Accepted Answer

While the granting of an adjustment may be positive news, there may still be negative thoughts or concerns that remain.

Question 9

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

Accepted Answer

When the message is likely to elicit a positive or neutral response, it is better to use the direct approach. This method is clear, concise, and straightforward, making the message easy to understand and the recipient more likely to respond positively.

Question 10

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

Accepted Answer

A routine inquiry often opens with a question or request to immediately clarify the purpose of the communication and direct the reader's attention to the main point.

Question 11

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

Accepted Answer

Each question in a direct inquiry should be clear and distinct to avoid confusion and ensure that each query is addressed properly. Combining questions into a single sentence can lead to ambiguity and make it harder to provide clear, concise answers.

Question 12

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

Accepted Answer

Internal operational messages are written within the company, not to outside entities.

Question 13

It is rude to open a response message by stating that you are complying with the reader's request.

Accepted Answer

It is not necessarily rude to open a response message by stating that you are complying with the reader's request. However, it may be unnecessary and could come across as awkward or robotic. It's often better to start with a personal greeting or acknowledge something specific from the original message before diving into the requested information.

Question 14

The most appropriate ending for a routine inquiry message is a general statement that does not waste time in revisiting the topic of the message.

Accepted Answer

The most appropriate ending for a routine inquiry message should include a clear call to action or a polite request for the specific information needed, rather than a general statement that avoids revisiting the topic.

Question 15

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

Accepted Answer

The opening of a routine inquiry should always focus on the main objective, which is the purpose of the inquiry. This helps to ensure that the inquiry stays on track and achieves its intended goals.

Question 16

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

Accepted Answer

The answer of Ending a message with phrases such as...

Question 17

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.

Accepted Answer

Adding relevant comments, questions, suggestions, or additional information can enhance the response, making it more helpful and tailored to the reader's needs or interests.

Question 18

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

Accepted Answer

The purpose of an order acknowledgment message is to confirm that the order has been received and accepted, which is good news for the customer. The message typically ends with a goodwill statement expressing appreciation for the customer's business and offering assistance if needed.

Question 19

Special considerations when writing an message include overcoming the reader's negative impressions and regaining the reader's confidence in you and your company.

Accepted Answer

It is important to consider how the reader may perceive your message and how you can address any negative impressions they may have in order to regain their confidence. This may involve using a professional tone, acknowledging any mistakes or issues, and offering solutions or alternatives.

Question 20

In cases when the reader is likely to respond negatively, the direct approach is preferred.

Accepted Answer

In cases when the reader is likely to respond negatively, the indirect approach is preferred because it allows the reader to understand the reasoning behind the message before being confronted with potentially upsetting news or requests.

Quiz 7: Getting to the Point in Good-News and Neutral Messages