Question 1

Which of the following would be the best opening for a routine request?

Accepted Answer

A)  Please send me a summary of last month's east region sales data. 
B)  As soon as you get this, send me last month's sales data. 
C)  I know you may not want to, but send me last month's sales data. 
D)  I am very sorry to ask you to do this. 
E)  Hopefully, this will not be too much trouble for you. 
A)  Please send me a summary of last month's east region sales data. 
B)  As soon as you get this, send me last month's sales data. 
C)  I know you may not want to, but send me last month's sales data. 
D)  I am very sorry to ask you to do this. 
E)  Hopefully, this will not be too much trouble for you.

Question 2

The best opening for a positive message includes the single most important information you need to give the audience.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

How have the Internet and social media changed the way many companies use news releases?

Accepted Answer

Thanks to the Internet and social media,

Question 5

Messages of ________ express sympathy.

Accepted Answer

condolence
Explanation: In times of seri

Question 6

When closing a direct request,you should

Accepted Answer

A)  thank the reader in advance for helping you. 
B)  mention your own qualifications or status. 
C)  request a specific response and mention the time limits. 
D)  indicate the consequences of a failure to reply. 
E)  downplay the significance of what you are asking. 
A)  thank the reader in advance for helping you. 
B)  mention your own qualifications or status. 
C)  request a specific response and mention the time limits. 
D)  indicate the consequences of a failure to reply. 
E)  downplay the significance of what you are asking.

Question 7

The body of a positive message is a good place to use ________,assuring the customer of the wisdom of his or her purchase selection.

Accepted Answer

resale
Explanation: When writing a routi

Question 8

You're preparing an internal blog posting providing information on this year's annual company picnic.The message is generally positive,but you need to say that-unlike past picnics-the event will not be catered.What approach is best for conveying negative information such as this in the context of a positive message?

Accepted Answer

In a generally positive routine message,

Question 9

If you request a recommendation from a person you haven't had contact with recently,you should

Accepted Answer

A)  use the opening of your letter to refresh the person's memory regarding the nature or history of your relationship. 
B)  not bother to enclose a stamped, preaddressed envelope. 
C)  use the persuasive approach. 
D)  use the bad-news approach. 
E)  exaggerate your qualifications so they can write a stronger letter. 
A)  use the opening of your letter to refresh the person's memory regarding the nature or history of your relationship. 
B)  not bother to enclose a stamped, preaddressed envelope. 
C)  use the persuasive approach. 
D)  use the bad-news approach. 
E)  exaggerate your qualifications so they can write a stronger letter.

Question 10

Even when you grant a dissatisfied customer's request for adjustment,he or she will most likely not return to your business.

Accepted Answer

A) True 
 B)False

Question 11

Requests sent to individuals outside your organization should be more formal than those sent internally.

Accepted Answer

A) True 
 B)False

Question 12

In requesting an adjustment,asking the company to make an assessment and then advise you on how the situation could be fixed

Accepted Answer

A)  is never effective. 
B)  shows uncertainty, and tends to work only with small companies. 
C)  is always more effective than proposing a solution of your own. 
D)  is helpful when you are uncertain about the exact nature of the problem. 
E)  is a viable option only if you have hired an attorney. 
A)  is never effective. 
B)  shows uncertainty, and tends to work only with small companies. 
C)  is always more effective than proposing a solution of your own. 
D)  is helpful when you are uncertain about the exact nature of the problem. 
E)  is a viable option only if you have hired an attorney.

Question 13

If you are sending an informative memo to employees about policy statements or procedural changes,you should

Accepted Answer

A)  assume that employees will have a negative response. 
B)  use the indirect approach. 
C)  use the body of the message to provide all the necessary details. 
D)  make the subject line as ambiguous as possible, so that they will be more likely to read the memo. 
E)  do all of the above. 
A)  assume that employees will have a negative response. 
B)  use the indirect approach. 
C)  use the body of the message to provide all the necessary details. 
D)  make the subject line as ambiguous as possible, so that they will be more likely to read the memo. 
E)  do all of the above.

Question 14

In recommendation letters,comparing the candidate's potential to that of his or her peers

Accepted Answer

A)  should be avoided, since it opens the door to legal action. 
B)  is unprofessional because it distracts attention from the candidate you are recommending. 
C)  helps the recipient evaluate the candidate more effectively. 
D)  is a good idea, even if you have only a "gut feeling" about how the candidate stacks up. 
E)  almost always reduces the candidate's chances of landing the job. 
A)  should be avoided, since it opens the door to legal action. 
B)  is unprofessional because it distracts attention from the candidate you are recommending. 
C)  helps the recipient evaluate the candidate more effectively. 
D)  is a good idea, even if you have only a "gut feeling" about how the candidate stacks up. 
E)  almost always reduces the candidate's chances of landing the job.

Question 15

When making a claim or requesting an adjustment,your close should usually

Accepted Answer

A)  clearly state how angry and disappointed you are. 
B)  explain the specific details of the problem. 
C)  request a specific action or express your desire to find a solution. 
D)  explain that you are planning to seek legal counsel. 
E)  suggest that you will probably take your business elsewhere. 
A)  clearly state how angry and disappointed you are. 
B)  explain the specific details of the problem. 
C)  request a specific action or express your desire to find a solution. 
D)  explain that you are planning to seek legal counsel. 
E)  suggest that you will probably take your business elsewhere.

Question 16

List four guidelines to follow in preparing the opening of a routine request in the direct format.

Accepted Answer

In preparing the opening of a routine re

Question 17

In a positive message,the main idea is presented

Accepted Answer

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. 
E)  by implication only. 
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. 
E)  by implication only.

Question 18

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

Accepted Answer

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 anyone in your organization by name. 
E)  always find a way to blame the customer for the problem. 
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 anyone in your organization by name. 
E)  always find a way to blame the customer for the problem.

Question 19

In today's electronic media environment,handwritten thank-you notes

Accepted Answer

A)  are not likely to be read. 
B)  give the impression that the writer is unprofessional. 
C)  are often particularly appreciated by the recipient. 
D)  require too much time to prepare and deliver. 
E)  are viewed as obsolete, except in personal contexts. 
A)  are not likely to be read. 
B)  give the impression that the writer is unprofessional. 
C)  are often particularly appreciated by the recipient. 
D)  require too much time to prepare and deliver. 
E)  are viewed as obsolete, except in personal contexts.

Question 20

If you have mildly disappointing information to deliver as part of a positive message,you should

Accepted Answer

A)  put the negative information in a favorable context. 
B)  just leave it out. 
C)  put the negative information first. 
D)  put the negative information last. 
E)  use sarcasm to suggest that it's not all that bad. 
A)  put the negative information in a favorable context. 
B)  just leave it out. 
C)  put the negative information first. 
D)  put the negative information last. 
E)  use sarcasm to suggest that it's not all that bad.

Which of the following would be the best opening for a routine request?

The best opening for a positive message includes the single most important information you need to give the audience.

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

How have the Internet and social media changed the way many companies use news releases?

Messages of ________ express sympathy.

When closing a direct request,you should

The body of a positive message is a good place to use ________,assuring the customer of the wisdom of his or her purchase selection.

If you request a recommendation from a person you haven't had contact with recently,you should

Even when you grant a dissatisfied customer's request for adjustment,he or she will most likely not return to your business.

Requests sent to individuals outside your organization should be more formal than those sent internally.

In requesting an adjustment,asking the company to make an assessment and then advise you on how the situation could be fixed

If you are sending an informative memo to employees about policy statements or procedural changes,you should

In recommendation letters,comparing the candidate's potential to that of his or her peers

When making a claim or requesting an adjustment,your close should usually

List four guidelines to follow in preparing the opening of a routine request in the direct format.

In a positive message,the main idea is presented

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

In today's electronic media environment,handwritten thank-you notes

If you have mildly disappointing information to deliver as part of a positive message,you should

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Handbook of Grammar, Mechanics, and Usage

Filters

Exam 8: Writing Routine and Positive Messages

Which of the following would be the best opening for a routine request?

The best opening for a positive message includes the single most important information you need to give the audience.

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

How have the Internet and social media changed the way many companies use news releases?

Messages of ________ express sympathy.

When closing a direct request,you should

The body of a positive message is a good place to use ________,assuring the customer of the wisdom of his or her purchase selection.

If you request a recommendation from a person you haven't had contact with recently,you should

Even when you grant a dissatisfied customer's request for adjustment,he or she will most likely not return to your business.

Requests sent to individuals outside your organization should be more formal than those sent internally.

In requesting an adjustment,asking the company to make an assessment and then advise you on how the situation could be fixed

If you are sending an informative memo to employees about policy statements or procedural changes,you should

In recommendation letters,comparing the candidate's potential to that of his or her peers

When making a claim or requesting an adjustment,your close should usually

List four guidelines to follow in preparing the opening of a routine request in the direct format.

In a positive message,the main idea is presented

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

In today's electronic media environment,handwritten thank-you notes

If you have mildly disappointing information to deliver as part of a positive message,you should

Achieving Success Through Effective Business Communication

Mastering Team Skills and Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Negative Messages

Writing Persuasive Messages

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Designing and Delivering Oral and Online Presentations

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Handbook of Grammar, Mechanics, and Usage

Filters