Question 1

The best business writers do what in the opening paragraph of a routine request message? 
A)Identify themselves by name and title.
B)State immediately why they are writing.
C)Tell a story about the background of the situation.
D)Greet the reader warmly by asking how he or she is doing.

Accepted Answer

The best business writers state immediately why they are writing in the opening paragraph of a routine request message. This helps to grab the reader's attention and inform them about the purpose of the message right from the beginning. Identifying themselves or greeting the reader may not be as important as stating the reason for the message. Telling a story may be useful in some cases, but for routine requests, it may not be necessary.

Question 2

A phone call or face-to-face visit is a better channel choice than e-mail when you need to 
A)convey enthusiasm, warmth, or another emotion.
B)smooth over disagreements.
C)supply a context.
D)All of these choices.

Accepted Answer

All of the given options are situations where phone calls or face-to-face visits are a better channel choice than email. Conveying emotions such as enthusiasm or warmth is easier to do in person or over the phone since there are visual and auditory cues that add to the message. When trying to smooth over disagreements, it can be difficult to convey tone in an email, leading to misunderstandings. Supplying context is also easier to do when speaking in person, allowing for further explanation or clarification if needed.

Question 3

Which of the following is the best example of placing the most important information first in a routine information request message? 
A)I am writing this e-mail message to ask for information about some of your products.
B)Our manager recently gave his staff approval to purchase new office printers.
C)Hi, my name is Charlie Shi, and I have been asked to write to you directly.
D)Please answer the following questions about your office printers.

Accepted Answer

Option D starts with a clear request for information, making it the best example of placing the most important information first in a routine information request message. It also avoids unnecessary introductions or information.

Question 4

Kevin is writing a routine e-mail request. The main idea or purpose of his message should be placed in 
A)the body.
B)the opening.
C)an attachment.
D)the closing.

Accepted Answer

The main idea or purpose of the message should be placed in the opening of the email, in order to immediately grab the recipient's attention and convey the message clearly.

Question 5

Routine request and response messages should be written using 
A)the indirect strategy.
B)persuasive techniques.
C)the direct strategy.
D)pretty, scented stationery.

Accepted Answer

Routine request and response messages are best written using the direct strategy. This involves getting straight to the point and presenting the necessary information without using embellishments or persuasive techniques. This approach saves time and helps to avoid confusion or misunderstandings. Using pretty or scented stationery is not necessary and may come across as unprofessional.

Question 6

Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase? 
A)Decide on the letter's organization.
B)Prepare an outline to help him organize his letter.
C)Evaluate the effectiveness of the letter from the reader's standpoint.
D)Check for typos.

Accepted Answer

In the third phase of the 3-x-3 writing process, the writer must evaluate the effectiveness of the letter from the reader's standpoint. This involves revising the letter to ensure that it meets the objectives of the communication and addresses the reader's needs and concerns. Checking for typos is part of the proofreading phase, which Stephen has already completed. Deciding on the letter's organization and preparing an outline are part of the second phase of the writing process, which Stephen has already completed.

Question 7

Of the following questions, what one should you ask yourself first as you begin to prepare a message? 
A)What channel should I use? 
B)How can I impress my reader? 
C)Do I really need to write this e-mail, memo, or letter? 
D)How can I save my reader's time?

Accepted Answer

Asking yourself if the message is necessary is the first step in effective communication. It helps to avoid wasting time and resources on unnecessary messages that may not add value to the recipient.

Question 8

A business letter is a better channel choice than e-mail 
A)when the matter requires confidentiality.
B)when you want to be informal.
C)when time is of the essence.
D)never. Business letters are obsolete.

Accepted Answer

A business letter is a better choice than e-mail when the matter requires confidentiality as letters are more secure and can be kept private.

Question 9

William has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he do first? 
A)Prepare the rough draft.
B)Look up the company's address.
C)Decide how he will encourage feedback.
D)Analyze the purpose of the letter and the reader.

Accepted Answer

William should first analyze the purpose of the letter and the reader to ensure that he tailors the letter to the specific law firm he is contacting and clearly outlines his goals and qualifications for the internship. This will help increase the chances of receiving a positive response. After analyzing the purpose and reader, he can then move on to preparing a rough draft, looking up the company's address, and deciding how he will encourage feedback.

Question 10

James received a letter from a customer asking about his company's accounting services. How should James reply to the customer? 
A)E-mail or IM 
B)Text message 
C)Bound report 
D)Letter

Accepted Answer

A letter is a formal and professional way to respond to a customer's inquiry about accounting services, ensuring clarity and a record of communication.

Question 11

What is the least accurate statement about business letters in today's digital age? 
A)In certain situations letters are still the preferred channel of communication for delivering messages inside an organization.
B)Businesses continue to give letters to customers a high priority because these messages encourage product feedback, project a favorable image of the organization, and promote future business.
C)Business letters are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients.
D)Business letters presented on company stationery carry a sense of formality and importance not possible with e-mail.

Accepted Answer

Business letters are typically used for external communication rather than internal communication within an organization, where digital communication is more prevalent.

Question 12

The majority of your writing on the job will involve 
A)negative messages.
B)routine, positive messages.
C)persuasive messages.
D)entertaining messages.

Accepted Answer

Routine, positive messages are the most common type of workplace communication such as reports, memos, and emails. While negative messages and persuasive messages are important, they occur less frequently in the workplace. Entertaining messages are typically not appropriate for most workplace communication.

Question 13

Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best communication channel for Caroline to use to request this information? 
A)E-mail, text, or IM 
B)Fax 
C)Bound report 
D)Letter

Accepted Answer

E-mail, text, or IM would be the best communication channels for Caroline to use as they allow for quick and efficient communication with a coworker in another office. Fax, bound report, and letter would be slower and less convenient methods of communication for this purpose.

Question 14

What is the most accurate statement about writing skills and social media? 
A)Social media is seldom used in business, so writing for social media is not important 
B)When writing for social media, correct grammar and spelling is not important 
C)Because of social media, your writing skills will be on display; and the quality of your writing can affect your career.
D)Writing for social media is completely different from writing traditional business documents.

Accepted Answer

Social media is a platform where writing skills matter. Your ability to write effectively on social media can impact your professional reputation and career opportunities.

Answer: D 
 Writing for social media requires a different approach than traditional business documents. Social media writing is typically more casual, concise, and attention-grabbing. It's important to understand the nuances of social media writing to effectively engage with your audience.

Question 15

For which of the following situations would a business letter be more appropriate than an e-mail message? 
A)Requesting information about a product 
B)Replying to a customer's e-mail asking about available shipping methods 
C)Thanking your boss for a birthday gift she gave you 
D)Telling all employees how to purchase parking permits

Accepted Answer

A business letter is more formal and personal, making it appropriate for expressing gratitude for a personal gift from a boss.

Question 16

Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. What will she do first in this phase? 
A)Analyze the purpose of her letter.
B)Collect any necessary information.
C)Proofread her first draft.
D)Compose the first draft of the letter.

Accepted Answer

The first step in the second phase of the 3-x-3 writing process is to collect any necessary information. This includes researching the topic and gathering any data or facts that are needed for the letter. Once Vanessa has collected all the information, she can then move on to analyzing the purpose of her letter and composing the first draft. Proofreading comes later in the process, after the initial draft has been written.

Question 17

The most emphatic positions in a message are the 
A)opening and body.
B)body and closing.
C)body and attachments.
D)opening and closing.

Accepted Answer

The opening and closing are the two most important parts of a message. The opening sets the tone and captures the reader's attention, while the closing leaves a lasting impression and prompts the reader to take action. The body is important as well, but it is typically less emphatic than the opening and closing. Therefore, the correct answer is D.

Question 18

Allison is in Phase 1 of the writing process and is trying to decide how she can save her reader's time by making her message easier to comprehend at a glance. What can she do? 
A)Use bullets, asterisks, and lists.
B)Use white space.
C)Use headings.
D)Allison can do all of these to save her reader's time.

Accepted Answer

Allison can use bullets, asterisks, lists, white space, and headings to save her reader's time by making her message more easily comprehensible at a glance. Using all of these elements in her writing will provide her readers with a clear sense of structure and hierarchy, making it easier for them to identify the main points and important details of her message quickly.

Question 19

Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use? 
A)Text message 
B)Memo 
C)Bound report 
D)Letter

Accepted Answer

A memo can be printed and distributed to employees, ensuring that those without access to company email are still informed about the new expense claim procedure. Text messages are not ideal for explaining procedures in detail, and bound reports and letters may be too formal and time-consuming for a simple procedure change.

Question 20

The first sentence of an information request is usually a(n) __________ or a polite command.
A)question 
B)explanation 
C)justification 
D)friendly greeting

Accepted Answer

The first sentence of an information request is usually a question, as this is the most direct way to express the need for information. Alternatively, it may be a polite command, such as "Could you please provide me with..." or "Would you be able to tell me...".

Quiz 8: Positive Messages

The best business writers do what in the opening paragraph of a routine request message?

A phone call or face-to-face visit is a better channel choice than e-mail when you need to

Which of the following is the best example of placing the most important information first in a routine information request message?

Kevin is writing a routine e-mail request. The main idea or purpose of his message should be placed in

Routine request and response messages should be written using

Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase?

Of the following questions, what one should you ask yourself first as you begin to prepare a message?

A business letter is a better channel choice than e-mail

William has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he do first?

James received a letter from a customer asking about his company's accounting services. How should James reply to the customer?

What is the least accurate statement about business letters in today's digital age?

The majority of your writing on the job will involve

Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best communication channel for Caroline to use to request this information?

What is the most accurate statement about writing skills and social media?

For which of the following situations would a business letter be more appropriate than an e-mail message?

Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. What will she do first in this phase?

The most emphatic positions in a message are the

Allison is in Phase 1 of the writing process and is trying to decide how she can save her reader's time by making her message easier to comprehend at a glance. What can she do?

Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use?

The first sentence of an information request is usually a(n) __________ or a polite command.