Question 1

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

Accepted Answer

C)Your most important question should always come first, followed by any additional information you might seek. Make sure you include only relevant questions, and limit each question to one topic only.

Question 2

Routine, positive messages should do all of the following except
A)leave your reader with a good impression.
B)use an indirect approach.
C)provide all required details.
D)communicate the information or positive news.

Accepted Answer

B)With a routine message you expect full compliance from your reader. Therefore, there is no need to adopt an indirect approach to your message.

Question 3

When making a routine request, you should begin with
A)an indication of the importance of your request.
B)a statement of who you are.
C)a clear statement of the main idea or request.
D)a question.

Accepted Answer

C)A routine request opens by explaining what you are requesting, followed by justification for your request, then a brief closing.

Question 4

If you request a recommendation from a person you haven't had contact with recently, you should
A)use the opening of your letter to refresh the person's memory.
B)enclose a stamped, preaddressed envelope.
C)use the persuasive approach.
D)use the bad-news approach.

Accepted Answer

A)An old college professor, for example, may have taught hundreds of students since he or she last saw you. For that reason it is important to identify yourself by supplying some of the details of your last encounter with the recommender, to make sure he or she has a clear idea of who you are.

Question 5

Most simple requests can be handled by explaining
A)what you want to know or want the reader to do.
B)why you're making the request.
C)why it may be in your reader's interest to comply.
D)all of the above.

Accepted Answer

D)Most simple requests can be handled with three message points: what you want to know or want your audience to do, why you're making the request, and what's in it for your readers if they help you.

Question 6

A claim is ________; an adjustment is ________.
A)a goodwill message; a means to an end
B)an emotional reaction; a calculated response
C)a formal complaint; a settlement of a claim
D)an informal complaint; an emotional reaction

Accepted Answer

C)If you're dissatisfied with a company's product or service, you can opt to make a claim (a formal complaint)or request an adjustment (a settlement of a claim).

Question 7

In requesting a sales report from a co-worker, you should
A)use the indirect approach.
B)get straight to the point.
C)maintain a formal style and tone.
D)do all of the above.

Accepted Answer

B)Assuming getting you the sales report is a routine matter that the co-worker should have no problem delivering, there is no need to launch into elaborate introductions or explanations for why you are making the request. Simply make the request as directly and briefly as possible using a polite tone. Make sure that you include all of the information your co-worker needs to fulfill the request.

Question 8

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

Accepted Answer

D)In some cases, electronic submissions of recommendations are required, so an envelope is not needed. In addition to a statement of appreciation and information about where to send the recommendation, be sure to include information about when the recommendation is needed, including deadline dates.

Question 9

When making a claim or requesting an adjustment, your close should
A)clearly state how angry and disappointed you are.
B)explain the specific details of the problem.
C)request the specific action required to resolve the problem.
D)explain that you are planning to seek legal counsel.

Accepted Answer

C)It is important to close by saying exactly what you require of your reader. Repeat yourself if necessary, but make sure you state your request completely. For example, you might write: "As stated above, I am asking for full compensation for my lawn mower that you lost at your service center, an amount of $269."

Question 10

In a positive message, present the main idea
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.

Accepted Answer

C)The strategy for a positive message is simple: first, state the main idea. Then give necessary details. Finally, close with a cordial request for specific action.

Question 11

When making a routine request, you should
A)use the inductive plan.
B)assume that the audience is willing to comply.
C)demand immediate action.
D)explain the consequences of failing to comply.

Accepted Answer

B)What makes a routine request "routine" is that the matter is fairly simple and straight-forward and you anticipate no resistance from your audience. If you conclude that your audience is resistant, you need to recognize that your request is not routine and you will need to take special measures in order to secure compliance.

Question 12

Before volunteering someone's name as a reference, always
A)assume you have permission to do so.
B)ask that person's permission.
C)describe your relationship with that person.
D)list that person's address and phone number for ease of contact.

Accepted Answer

B)Some people do not want to be listed as references for privacy reasons. Others do not want to be surprised by the request or burdened by the responsibility of supplying a recommendation for you. Still others may feel that they do not know you well enough to be listed as a reference, or they may even feel that they cannot recommend you. For all these reasons, ask people ahead of time if you can use them as a reference.

Question 13

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)a statement on why the recommendation is needed.
D)an apology for bothering the reader.

Accepted Answer

C)A clear statement of why the recommendation is needed is what the reader needs to know first. For example, you may state that the recommendation is for a job, an application for graduate school, an internship, or membership in some kind of organization.

Question 14

In a positive message, you should explain your point completely in the
A)introduction.
B)body.
C)close.
D)None-all parts are usually the same length.

Accepted Answer

B)In a positive message your first paragraph should be devoted to expressing your main idea. Any relevant details, complications, or considerations should be provided in the body of the message, fully explaining your point.

Question 15

When closing a direct request, you should be sure to include
A)an apology for taking up the reader's time.
B)a mention of your own qualifications or status.
C)the time limits involved in your request.
D)an indication of the consequences of a failure to reply.

Accepted Answer

C)The closing should repeat what is being requested and precisely when a response is required. Failing to be precise about time leaves open all sorts of possibility for misunderstanding and confusion.

Question 16

When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say, so. you can use the ________ in your reply.
A)interested in; direct approach
B)resistant to; indirect approach
C)disinterested in; direct approach
D)in tune with; indirect approach

Accepted Answer

A)Because readers will generally be interested in what you have to say, you can usually use the direct approach with routine replies and positive messages.

Question 17

When making claims or requesting adjustments, you should begin by
A)complimenting the company for past service.
B)providing a detailed description of the faulty merchandise.
C)providing a straightforward explanation of what the problem is.
D)threatening legal action if you do not receive a favorable adjustment.

Accepted Answer

C)Begin your claim request by stating the problem in clear and precise language. Include all relevant facts, figures, and dates, and assume that your audience will give you a fair and reasonable hearing. Keep your opening simple. You can go into the details of the case in a following paragraph.

Question 18

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

Accepted Answer

A)The first response is best because it is simple, direct, and specific. Note that the tone is polite and includes the word Please, making sure that the request does not come out sounding like a demand. Note also that it is a mistake to apologize-routine requests are usually expected by your audience so an apology is unnecessary.

Question 19

In the closing section of a routine request, ________ would be out of place.
A)asking a series of questions
B)requesting some specific action
C)expressing your goodwill and appreciation
D)providing your contact information

Accepted Answer

A)Close routine requests with a request for some specific action, information about how you may be reached, and an expression of appreciation.

Question 20

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

Accepted Answer

B)The opening of the request is used to state specifically what you are requesting. This is followed by the body, which provides reasons to justify why you are making the request. In a routine request, justification typically consists of a few simple and straight-forward sentences.

Quiz 10: Writing Routine and Positive Messages

When asking questions in a request message

Routine, positive messages should do all of the following except

When making a routine request, you should begin with

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

Most simple requests can be handled by explaining

A claim is ; an adjustment is .

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

In closing a request for a recommendation, you should include

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

In a positive message, present the main idea

When making a routine request, you should

Before volunteering someone's name as a reference, always

The opening of a request for a recommendation should include

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

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

When you're writing a routine reply to a positive message, your readers will generally be what you have to say, so. you can use the in your reply.

When making claims or requesting adjustments, you should begin by

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

In the closing section of a routine request, ________ would be out of place.

In the body of a routine request, you should