Deck 6: Positive Messages

Question 1

Which statement about the format of a business letter is most accurate?

A) Legal agreements are invalid if they do not demonstrate the correct letter format.
B) All business letters will use the block formatting style.
C) The appearance of a business letter can send nonverbal messages about a sender to a receiver.
D) All answer choices are accurate.

Answer 1

C

Question 2

Which of the following is an effective opening for a routine request message?

A) Please answer the following questions about your Web services.
B) My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
C) I recently read an article about your firm in the local newspaper.
D) Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area.

Answer 2

A

Question 3

In the popular block letter format, which of the following guidelines apply?

A) Use ragged, unjustified right margins.
B) Use fully justified margins on all sides and center the body of the letter on the page.
C) Start the sender's address, the dateline, and the complimentary close at the midpoint; align all other letter parts at the left margin.
D) Double-space all content to improve readability.

Answer 3

A

Question 4

Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?

A) Businesses use memos to deliver positive messages internally and externally, but they use formal business letters to deliver negative messages.
B) E-mail delivers most internal communication, hard-copy memos deliver most external communication, and letters communicate only legal issues.
C) Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication for delivering messages outside an organization.
D) Businesses today use e-mail, memos, and letters interchangeably for all audiences, purposes, and messages.

Question 5

Which part(s) of your messages are readers likely to find most interesting and read first?

A) Footnote
B) Opening and closing
C) Middle paragraphs of justification and explanation
D) Salutation

Question 6

Most workplace messages should be organized

A) indirectly.
B) chronologically.
C) directly.
D) topically.

Question 7

Which of the following would be the most effective closing statement in a routine action request message?

A) Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.
B) We hope you can get our work completed in a timely manner.
C) Thank you in advance for sending a copy of the contract for installation of a new HVAC system by April 1.
D) I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible convenience.

Question 8

End dates and specific actions in a routine request message should be placed in the

A) introduction.
B) body.
C) closing.
D) enclosure notation.

Question 9

Although e-mail is successful for both internal and external communication, you should still use letters when

A) you need immediate feedback.
B) the message must reach your reader very quickly.
C) formality and sensitivity are essential.
D) you have too little time to proofread.

Question 10

A subject line in a direct reply letter

A) is mandatory.
B) generally refers in abbreviated form to previous correspondence and/or summarizes a message.
C) must be written as a complete sentence.
D) identifies the sender and his or her company.

Question 11

Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

A) As a separate enclosure
B) In a bulleted or numbered list in the body of her message
C) In paragraph form in the body of her message
D) In a follow-up e-mail

Question 12

Which of the following is the most effective opening sentence for a response message?

A) Your letter of June 23, in which you sought information about our corporate travel packages, has been referred to me for reply.
B) This is to inform you that we received your letter of June 23 seeking information about our corporate travel packages.
C) Yes, we can put together a corporate travel package that will meet your needs and fit your budget.
D) Thank you so much for your interest in our corporate travel packages.

Question 13

Which of the following is not a routine business message?

A) An e-mail message to a coworker that confirms the time for an upcoming meeting
B) A letter to a customer denying his or her request for credit
C) An e-mail reply to a customer acknowledging that his or her order has been shipped
D) An all-staff memo that outlines the new procedures for processing returned merchandise

Question 14

In which of the following situations should you send a letter instead of an e-mail message?

A) You are planning a sales team meeting.
B) You are asking leading members of the community to contribute to a fundraising event to improve local parks.
C) You are inviting employees to the annual sales seminar.
D) You are reminding employees of Friday's divisional meetings.

Question 15

When business writers request information or action that will likely be received positively, they should frontload their messages, which requires

A) including an attachment.
B) proofreading only the beginning of a letter.
C) including a salutation or greeting.
D) putting the most significant statement first.

Question 16

In responding positively, you will want to

A) focus your message first on resale or on the promotion of other business products.
B) apply the same direct pattern used in making requests.
C) start with an explanation of the reasons the request is granted.
D) apply an indirect pattern to demonstrate respect for the recipient.

Question 17

The conclusion of a response message should

A) avoid repeating the information provided or referring to its use.
B) include familiar expressions such as "If I may be of further assistance, please don't hesitate to call me."
C) provide specifics if further action is required.
D) omit the sender's name to avoid legal liability.

Question 18

Most workplace messages are

A) sent via text message.
B) placed on Post-It notes in the employees' lounge.
C) positive or neutral.
D) long and ambiguous.

Question 19

Which of the following is not one of the most frequently used communication channels in businesses today?

A) Letters
B) Memos
C) E-mails
D) Tweets

Question 20

The body of a routine request message presents

A) details explaining the request.
B) action responses from the receiver.
C) deadlines and approvals from governmental agencies.
D) cost-to-benefit ratio analyses.

Question 21

Which of the following is not a goal when writing adjustment messages?

A) To gain the confidence of the customer
B) To verify the honesty of the customer's claim
C) To rectify the wrong
D) To promote future business and goodwill

Question 22

One important guideline when preparing instructions is to

A) follow an indirect approach to soften the impact of the demand for compliance.
B) begin with an admonition or warning of the punishment for failure to comply fully with directions as written.
C) put all steps of the instructions in one paragraph.
D) divide the process into logical steps and present them in the correct order.

Question 23

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

A) assume the company understands his request without explanation.
B) use emotional language to show how upset he is about the situation.
C) assume the company purposely tries to cheat its customers.
D) identify enclosed copies of all pertinent documents.

Question 24

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

A) We offer an outstanding variety of thank-you gifts for our most valuable customers.
B) You will find that our top-selling host gift baskets not only welcome your guests but also save you money and time compared to individually purchasing and assembling your host baskets on site.
C) Can I interest you in anything else?
D) If I can be of further assistance with any of our other fine products, do not hesitate to contact me.

Question 25

Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?

A) A clear description of the desired action
B) An explanation of the nature of her problem with the digital communication service bundle
C) A goodwill statement and end date
D) Her phone number

Question 26

When service is involved in a claim, you should

A) demand a full refund of the service fee and a repeat service call.
B) avoid naming the service representatives involved or otherwise identifying responsible company employees.
C) cite names of individuals spoken to and dates of calls.
D) enclose a photograph of yourself crying or suffering other severe emotional distress because of the poor service.

Question 27

Which of the following openings is most appropriate for a claim message?

A) For the past four years, we have held our annual banquet at your fine restaurant.
B) On January 31 a number of our employees attended a banquet at your restaurant.
C) Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.
D) We were extremely upset to learn that we were charged too much for our banquet.

Question 28

Which of the following is the most appropriate opening for an adjustment message granting a claim?

A) We are very sorry to hear that your meal with us did not meet your expectations.
B) Thank you for your letter of November 16 describing your bad dining experience with us last weekend.
C) Although we believe that the food we served last weekend was of the highest quality, we are willing to refund the cost of your dinner this time only.
D) The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

Question 29

In the closing of a claim message, you should

A) justify and explain your request.
B) promote goodwill and summarize your request.
C) reference all copies of pertinent documents enclosed.
D) warn the company that failure to comply could cause legal action.

Question 30

Which of the following sentences represents an appropriate end date in a claim message?

A) Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12.
B) We wish to end our contract with your company if you cannot improve your service.
C) Service calls were made to our Washington Street office on May 20, May 22, and May 27 without resolving the problem.
D) Please replace the five Panasonic projectors we received on December 22 because the model numbers do not match the models ordered.

Question 31

You can improve the effectiveness of a claim message by

A) using a few threatening words to get your point across.
B) providing a detailed timeline of what happened and the specific person who is to blame for the problem.
C) explaining the problem with necessary details.
D) including a subtle reference to your attorney or to the Better Business Bureau.

Question 32

Which of the following represents the most appropriate apology in an adjustment message?

A) We understand your reliance on a high-performance router and apologize for the incomplete installation of your DataServe router.
B) We are sorry for any inconvenience this may have caused.
C) We regret the error that caused the system failure you claim on your DataServe router.
D) It is unfortunate that your DataServe router has failed, and we promise that this failure will never occur again.

Question 33

You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?

A) Do not suggest your business typically pleases its customers; do apologize for failure.
B) Don't use negative words (regret, error, failure); do use positive words (hope, achieve, strive).
C) Do not be vague about improvements; do guarantee the situation will not recur.
D) Do not blame customers; do blame individuals or departments inside your organization.

Question 34

The closing of an adjustment message should

A) guarantee that the problem will not recur if the customer continues doing business with you.
B) express confidence in future business relations.
C) assign blame to the responsible department and assure the reader that the department has been improved.
D) remind readers of their responsibility in the product failure.

Question 35

In writing messages that deliver instructions, what advice should you follow?

A) Use an autocratic tone to establish the importance of the instructions.
B) Assume that employees want to contribute to the success of the organization.
C) Focus on the steps in the procedure and let the tone take care of itself.
D) Criticize the person(s) responsible for trouble with previous procedures and then praise the person(s) responsible for the new procedure.

Question 36

When granting a customer's claim, a business communicator should include an opening in an adjustment message that

A) summarizes the reader's claim and request.
B) presents the good news immediately.
C) explains and clarifies the company's position.
D) builds goodwill.

Question 37

Most companies receiving a claim message tend to

A) ignore the first phone call, e-mail, or letter.
B) respond only to letters containing complaints that could result in lawsuits or financial harm.
C) respond promptly because they want to maintain customer goodwill and loyalty.
D) wait two to six weeks to establish a "cooling-off period" prior to responding.

Question 38

Which of the following sentences is not a parallel step in this set of instructions?

A) List the required education, work experience, and technical skills in Section 2.
B) Contact the director of human resources to obtain a job-posting identification number.
C) Placing age or gender preference in the candidate qualifications section creates legal jeopardy.
D) Identify the division, department, and supervising agent for this position in Section 3.

Question 39

Which of the following statements about online complaints or reviews is most accurate?

A) Individuals should give companies an opportunity to resolve the issue before writing an online complaint.
B) Businesses and professionals cannot sue individuals for negative online comments.
C) Consumers who are offered payment to change an opinion or account should willingly accept a company's generous monetary gift.
D) Anonymous complaints or reviews cannot be traced.

Question 40

Which of the following statements about claims is most accurate?

A) If you expect that your claim will be granted, a letter or e-mail message is not necessary.
B) Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call.
C) All claim messages should be written using the indirect strategy.
D) Smart businesses dislike receiving claim messages because it means they did something wrong.

Question 41

Letters are the preferred channel of communication for delivering messages inside an organization.

Question 42

Goodwill messages should be short, selfless, specific, spontaneous, and

A) sassy.
B) sincere.
C) spiritual.
D) suave.

Question 43

Show confidence in the closing of an adjustment message by writing with a positive, confident tone; mentioning the product in a favorable light; and

A) suggesting a new product or service.
B) expressing your appreciation for the customer's business or anticipating future business.
C) referring to the desire to be of service and to satisfy customers.
D) All answer choices are correct.

Question 44

Business letters are more confidential than electronic media such as e-mail.

Question 45

Most of the workplace messages that you write will likely deal with routine matters that require straightforward answers using the indirect method.

Question 46

What is the best advice for writing goodwill messages?

A) Focus the message solely on the sender.
B) Make a good impression by giving a ready-made card instead of writing your own message.
C) Send a goodwill message promptly.
D) Send a goodwill message to show appreciation for only a gift or monetary award.

Question 47

Which of the following is the best opening for a note expressing thanks for a gift?

A) Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it will make a perfect travel companion.
B) Thanks for the gift!
C) I cannot believe I have been with the company for twenty years.
D) A lot has changed over the past twenty years.

Question 48

Which of the following would be least effective in a sympathy note?

A) We are deeply saddened, Corbin, to learn of the death of your wife.
B) Bethany's volunteer work in the job center endeared her to many.
C) If we may help you during this difficult time or lighten your load in any way, you need only call.
D) I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.

Question 49

The only factor to consider when deciding if a business letter is the appropriate communication channel is if you are writing to a secondary audience.

Question 50

Business letters make the best impression if you use a good format such as the popular block style.

Question 51

When formatting business letters, you should use ragged-right margins.

Question 52

Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?

A) Thanks, but I really did not deserve this promotion.
B) So many people were so much more deserving of this promotion than I was.
C) Your words about my promotion are much too kind!
D) Thanks for your kind words regarding my promotion.

Question 53

When writing a message to express condolences, you should mention the loss tactfully, recognize the good qualities of the deceased, assure the receiver of your concern, offer assistance, and

A) conclude on a reassuring note.
B) tell the receiver to call you.
C) focus on the future.
D) request information on funeral arrangements.

Question 54

Place any details explaining your request for information in the body of your request message.

Question 55

When writing a request message, use the indirect strategy by placing your request in the body of the message because stating the request in the opening is bad manners.

Question 56

In block letter style, headings are flush left, but paragraphs and some other elements are indented.

Question 57

Which of these statements regarding the use of e-mail for goodwill messages is most accurate?

A) Because a handwritten note is most impressive, any goodwill message sent by e-mail must always be followed by a more formal handwritten goodwill message.
B) If you frequently communicate via e-mail with the intended receiver and are certain this e-mail will be received, you may send a goodwill message via e-mail.
C) E-mail should never be used for sending any type of goodwill message.
D) E-mail can be used for all types of goodwill messages except death condolences, for which a ready-made card is required.

Question 58

Which statement about a sympathy message is most accurate?

A) Sympathy messages are probably more difficult to write than any other kind of message.
B) Sympathy messages should reference the death or misfortune sensitively.
C) Sympathy messages should praise the deceased in a personal way.
D) All statements are accurate.

Question 59

You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the closing paragraph of an information-request message.

Question 60

Businesses often write appreciation messages to which of these receivers?

A) A competing business that "steals" a large customer order
B) Customers who write letters of inquiry
C) Employees who have suffered a recent loss such as the death of a family pet
D) Customers who complain

Question 61

Claims made by telephone or e-mail are just as effective as claims made in writing.

Question 62

Social media experts advise that consumers exhaust all other options for complaints with a company before venting online.

Question 63

You should open the valve slowly in order to gradually vent excess pressure is an example of an effectively worded imperative mood step in a set of instructions.

Question 64

Trina must respond to a customer inquiry. Her response should not only answer the customer's questions but also promote her business and its products and services.

Question 65

I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message.

Question 66

If you must provide large amounts of data or answer many questions in your response message, make your message more readable with graphic devices such as lists, tables, headings, boldface, or italics.

Question 67

Use a direct organizational pattern in an adjustment message granting a claim.

Question 68

Like requests and responses, instruction messages follow a straightforward, direct approach.

Question 69

Individuals can be sued for negative comments made online.

Question 70

If you are responding favorably to your customer's claim, the best opening is an apology.

Question 71

When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.

Question 72

When a company receives a claim and decides to respond favorably, the response message is called an acceptance.

Question 73

When sending a claim letter by mail, include all original documents such as invoices, sales slips, catalog descriptions, and repair records.

Question 74

When you respond to customers online, you should do so in less than 24 hours.

Question 75

When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.

Question 76

Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy their customers and retain their business.

Question 77

One goal of an adjustment message is to promote future business.

Question 78

To get the best results, write your claim promptly because delaying a claim makes it seem less important.

Question 79

Instructions should be divided into a series of steps, and then each step should be written in the imperative mood, which means it is written as a command.

Question 80

Do not hesitate to contact me is an effective example of closing pleasantly in a response message.