Question 1

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

Accepted Answer

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. 
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 2

Which of the following is true of acknowledgements?

Accepted Answer

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. 
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 3

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

Accepted Answer

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. 
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 4

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

Accepted Answer

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 
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 5

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?

Accepted Answer

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. 
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 6

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

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

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. 
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 8

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

Accepted Answer

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. 
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 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

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. 
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 13

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

Accepted Answer

A)  Your prompt reply to our proposal by the 31st 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. 
A)  Your prompt reply to our proposal by the 31st 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 14

Explain the process of closing routine messages with goodwill.

Accepted Answer

While closing routine messages, you shou

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

Which of the following is true of acknowledgements?

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

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

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?

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

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

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

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

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

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

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

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

Explain the process of closing routine messages with goodwill.

Communicating in the Workplace

Understanding the Writing Process and the Main Forms of Business Messages

Using Visuals in Written and Oral Communication

Using an Appropriate Style

Writing Bad-News Messages

Writing Persuasive Messages Proposals

Researching Writing Reports

Writing Short Reports

Communicating Orally

Communicating in the Job Search

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Exam 5: Writing Good-News and Neutral Messages

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

Which of the following is true of acknowledgements?

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

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

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?

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

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

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

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

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

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

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

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

Explain the process of closing routine messages with goodwill.

Communicating in the Workplace

Understanding the Writing Process and the Main Forms of Business Messages

Using Visuals in Written and Oral Communication

Using an Appropriate Style

Writing Bad-News Messages

Writing Persuasive Messages Proposals

Researching Writing Reports

Writing Short Reports

Communicating Orally

Communicating in the Job Search

Filters