Deck 8: Writing Routine and Positive Messages

Question 1

In a positive message, you should explain your point completely in the

A) body.
B) close.
C) introduction.
D) None-all parts are usually the same length.

Answer 1

A

Question 2

When closing a direct request, you should be sure to include

A) an indication of the consequences of a failure to reply.
B) a mention of your own qualifications or status.
C) the time limits involved in your request.
D) an apology for taking up the reader's time.

Answer 2

C

Question 3

In the body of a routine request, you should

A) give your sales pitch.
B) explain and justify your request.
C) beg the reader to grant your request.
D) explain what will happen if the audience does not do what you are asking.

Answer 3

B

Question 4

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

A) put the negative information last.
B) just leave it out.
C) put the negative information first.
D) put the negative information in a favorable context.

Question 5

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

A) explain the specific details of the problem.
B) explain that you are planning to seek legal counsel.
C) request the specific action required to resolve the problem.
D) clearly state how angry and disappointed you are.

Question 6

When making claims or requesting adjustments, you should begin by

A) providing a detailed description of the faulty merchandise.
B) providing a straightforward explanation of what the problem is.
C) threatening legal action if you do not receive a favorable adjustment.
D) complimenting the company for past service.

Question 7

The close of a routine reply or positive message should

A) explain the reasons for any negative information you have included.
B) offer an explanation for why this decision was made.
C) clearly state who will do what next.
D) create some ambiguity, so the audience will be more likely to contact you.

Question 8

In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is

A) a good way to build customer relationships.
B) an important part of all negative responses to claim letters.
C) to be avoided in routine positive messages.
D) all of the above.

Question 9

When asking questions in a request message

A) begin with the least important question and work your way up to the most important.
B) weave your questions into the rest of the content of your message.
C) avoid any open-ended questions.
D) begin with the most important question.

Question 10

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

A) use the bad-news approach.
B) use the persuasive approach.
C) use the opening of your letter to refresh the person's memory.
D) enclose a stamped, preaddressed envelope.

Question 11

Routine, positive messages should do all of the following except

A) communicate the information or positive news.
B) provide all required details.
C) use an indirect approach.
D) leave your reader with a good impression.

Question 12

In a positive message, the main idea is presented

A) in the last sentence of the letter.
B) in the first sentence of the middle paragraph.
C) right at the beginning of the letter.
D) at the end of the middle paragraph.

Question 13

If you have strongly negative information to deliver as part of a positive message, you should

A) apologize for having to spoil the moment.
B) open with the negative information.
C) put the negative information in a separate message.
D) use the indirect approach.

Question 14

Before volunteering someone's name as a reference, always

A) ask that person's permission.
B) assume you have permission to do so.
C) list that person's address and phone number for ease of contact.
D) describe your relationship with that person.

Question 15

The opening of a request for a recommendation should include

A) a buffer.
B) a statement implying that you're applying for a position.
C) an apology for bothering the reader.
D) a statement on why the recommendation is needed.

Question 16

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

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

Question 17

In requesting a sales report from a co-worker, you should

A) use the indirect approach.
B) maintain a formal style and tone.
C) get straight to the point.
D) do all of the above.

Question 18

In closing a request for a recommendation, you should include

A) the full name and address of the person to whom the letter should be sent.
B) an expression of appreciation.
C) an indication that you've enclosed a stamped, preaddressed envelope.
D) all of the above.

Question 19

When making a routine request, you should

A) explain the consequences of failing to comply.
B) demand immediate action.
C) assume that the audience is willing to comply.
D) use the inductive plan.

Question 20

When making a routine request, you should begin with

A) a clear statement of the main idea or request.
B) an indication of the importance of your request.
C) a question.
D) a statement of who you are.

Question 21

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

A) use the body of the message to provide all the necessary details.
B) assume that employees will have a neutral response.
C) use the indirect approach.
D) do all of the above.

Question 22

Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.

Question 23

If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation, it is best to

A) keep them to yourself.
B) refuse to write the recommendation.
C) state your opinion strongly, since it is protected by the First Amendment.
D) include others' criticisms to support your statements.

Question 24

Excluding important negative information about a candidate in a recommendation letter

A) is okay, as long as you explain to the candidate that you are doing it.
B) has led some employers to sue after hiring the candidate and discovering problems.
C) is the only way to prevent the candidate from suing you.
D) is expected--otherwise no one would be able to get a good job.

Question 25

Condolence messages should

A) avoid "poetic" passages and stilted or formal phrases.
B) make as little reference to the deceased as possible.
C) include comments on how you felt in a similar situation.
D) be as long as possible.

Question 26

The closing section of a positive message

A) provides resale information.
B) states the main idea.
C) is the longest part.
D) highlights a benefit to the audience or expresses goodwill.

Question 27

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

Question 28

When answering requests and a potential sale is involved, one important goal is to

A) leave your audience with a good impression of you and your firm.
B) use hard sell techniques to pressure the reader into making the purchase.
C) provide negative information about any possible competitors.
D) none of the above.

Question 29

When offering compliments in a goodwill message, you should

A) temper them with comments on areas for improvement.
B) always use the strongest words you can think of.
C) be sure to back them up with specific points.
D) feel free to exaggerate.

Question 30

When making direct requests, you should avoid such polite words and phrases as "please" and "I would appreciate."

Question 31

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

A) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
B) use a generous, grudging tone.
C) avoid blaming anyone in your organization by name.
D) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."

Question 32

The categories of routine replies and positive messages include all of the following except

A) answering requests for information and action.
B) refusing requests.
C) sending goodwill messages.
D) granting claims and adjustments.

Question 33

Your comments about a job candidate could be considered defamatory if

A) you decline to provide a recommendation because of "company policy."
B) you cannot prove that those comments are true.
C) you omit important negative information about the candidate in a recommendation letter.
D) in a phone conversation you tell the applicant's potential employer that the applicant is an alcoholic.

Question 34

When responding to a claim when your company is at fault, it is best to

A) take (or assign) personal responsibility for setting matters straight.
B) do all you can to discourage any need for follow-up.
C) avoid sympathizing with the customer, since it can lead to lawsuits.
D) be vague about when the claim may be resolved.

Question 35

When responding to a request for adjustment when a third party is at fault, the best approach is to

A) respond promptly, explaining how the problem will be solved.
B) refuse the claim and suggest that the customer sue the third party.
C) honor the claim but explain that your company was not at fault.
D) refuse the claim but forward the paperwork to the third party.

Question 36

In most cases, when making routine requests you should assume that the audience will not comply.

Question 37

As you explain and justify your request, you should try to point out how complying with the request could benefit the reader.

Question 38

When responding to a customer request for an adjustment, it is usually sensible to assume that

A) if you handle the situation well, the customer will be even more loyal than before.
B) the customer is trying to pull a fast one.
C) the customer's account of the situation is exaggerated.
D) the customer is hostile.

Question 39

If a customer requesting an adjustment is at fault for the problem, the one thing you should not do is

A) refuse the claim, and politely point out the customer's mistake.
B) refuse the claim.
C) honor the claim, and politely point out the customer's mistake.
D) honor the claim grudgingly and show your resentment

Question 40

When writing a letter of recommendation, you should

A) show it to the job candidate before sending it to the person who requested it.
B) overstate the candidate's abilities if he or she is a good friend and really wants the job.
C) make sure to include any negative stories you've heard about the candidate.
D) provide facts and evidence to support your opinions.

Question 41

When writing a claim letter, you should assume that you will receive a fair adjustment.

Question 42

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

Question 43

When responding to claim letters, companies usually accept the customer's explanation of the problem.

Question 44

When sending a positive message to a customer, it is a good idea to reassure the customer that he or she has made a wise purchase.

Question 45

When replying to a customer's complaint when your company is at fault, be sure to list the names of all employees who were involved in the error.

Question 46

Because requests for recommendations are persuasive messages, you should use the indirect approach.

Question 47

A routine positive message should never include negative information.

Question 48

It's best to back up all claims and requests for adjustments with invoices, sales receipts, and so on and to send copies to the company and keep the originals.

Question 49

Due to potential legal problems, many companies have a policy that prevents employees from providing recommendation letters.

Question 50

In the final section of a request message, you should omit stating specific deadlines to avoid putting too much pressure on your reader.

Question 51

It is not necessary to ask someone's permission before listing his or her name as a job reference.

Question 52

If the middle section of your request letter contains a series of questions, the most important question should be saved for last.

Question 53

When making a claim or requesting an adjustment from a company, you should document your initial complaint and every correspondence after that.

Question 54

If you are writing to someone to request a recommendation letter for a job or scholarship, you should include a stamped, preaddressed envelope for mailing.

Question 55

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

Question 56

In a letter agreeing to make an adjustment even though the buyer technically was at fault, a courteous tone is less important.

Question 57

There is no reason to state how complying to a request will benefit the target of the request.

Question 58

When making complex routine requests to company outsiders, you rarely need to explain how responding to the request will benefit the reader.

Question 59

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

Question 60

To preserve your company's reputation, messages granting customer requests for adjustment should always imply that the customer was at fault.

Question 61

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

Question 62

Goodwill messages were once common in business, but are now mostly regarded as a waste of time.

Question 63

A message of appreciation can become an important part of someone's personnel file.

Question 64

A new co-worker recently won a prestigious award for her work on green technologies. Since you do not know her well, you should not send a note to congratulate her on the achievement.

Question 65

Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.

Question 66

When a third party is at fault in a claim, the best approach is always to refer the customer to that party to resolve the problem.

Question 67

You may need to obtain a letter of recommendation for a new job, a promotion, a scholarship, or ________ from a bank.

Question 68

When asked to write a letter of recommendation for a poorly performing employee, you should never refuse to do so.

Question 69

Dissatisfied customers can request a(n) ________, or claim settlement.

Question 70

Writing letters of recommendation can lead to serious legal problems, including charges of ________ against employers who share negative information about candidates.

Question 71

In positive recommendation letters, it's important to back up your general points with specific examples of the candidate's fitness for the job.

Question 72

Customers who are dissatisfied with a company's product or service make a(n) ________, or formal complaint.

Question 73

Most routine requests in business should be organized using the ________ approach, with the main idea at the beginning of the message.

Question 74

Businesses often receive requests for claims and adjustments when a ________ ________ is at fault, and neither the company nor the customer is to blame.

Question 75

Employers cannot sue you for omitting negative information from a recommendation letter, even if they can prove that you were aware of that information.

Question 76

A(n) ________ ________ is a specialized document used to share relevant information with the local or national news media.

Question 77

In a routine request, the ________ of the message should contain an explanation of what you are asking the audience to do.

Question 78

When writing a condolence message about a loss, you should always use comforting poetic expressions such as "life is for the living."

Question 79

If your routine message must convey some mildly disappointing information, put the negative portion into as ________ a context as possible.

Question 80

Because informative messages such as meeting announcements and reminder notices are generally neutral, it is not necessary to worry too much about the reader's attitude toward the information.