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Excellence in Business Communication, 12e (Thill/Bovee)
Chapter 8 Writing Routine and Positive Messages
1) 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.
E) a humorous comment.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
2) 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
E) including relevant deadlines
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
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3) 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.
E) assume that the audience will not be willing to comply.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
4) Which of the following would be the best opening for a routine request?
A) Please send me a summary of the eastern region’s sales data for April.
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.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing routine and positive messages
5) 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.
E) state your main idea.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
3
6) 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.
E) combine all related issues into one question.
AACSB: Written and oral communication
Difficulty: Easy
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
7) When closing a direct request, you should be sure to
A) include an apology for taking up the reader’s time.
B) include a mention of your own qualifications or status.
C) include the time limits involved in your request.
D) include an indication of the consequences of a failure to reply.
E) downplay the significance of what you are asking.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
8) A typical routine request contains
A) an opening, a close, and an appendix.
B) a body, a close, and bullet points.
C) an opening, a body, and a close.
D) an introduction, reasons for granting the request, and an apology.
E) an opening, an introduction, and a body.
AACSB: Written and oral communication
Difficulty: Easy
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
4
9) In the direct approach to writing a routine request, state the main idea
A) when you’re closing the message.
B) in the middle of the second paragraph.
C) when you open the message.
D) at the bottom of the first paragraph.
E) only by implication; do not specifically state why you are writing.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
10) When you’re composing a routine request, ________ will help you state your request
effectively.
A) being general and noncommittal
B) paying attention to tone
C) closing the message with your main idea
D) using a buffer sentence to delay stating your request
E) not assuming the audience will comply
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
11) In a simple request for information or action, ________ will get the job done.
A) using a direct approach
B) using a dramatic approach
C) using an indirect approach
D) using a tangential approach
E) using a persuasive approach
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
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12) Writing “thank you in advance” at the close of a routine request
A) is courteous and effective.
B) will guarantee a positive response.
C) is best to avoid, since many people find it presumptuous.
D) is most effective when you end the statement with an exclamation point.
E) is expected when your audience is unfamiliar.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
13) Choosing between the direct and indirect approaches in a routine request depends primarily
on
A) whether the audience is internal or external.
B) whether the audience is large or small.
C) how reluctant the audience will be to comply.
D) how soon you need the request fulfilled.
E) when you send the request.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
6
14) When you’re writing routine replies and positive messages, use the direct approach because
A) it will help skeptical readers understand your argument.
B) your readers will be indifferent to the content of your message.
C) recipients will generally be interested in what you have to say.
D) inquisitive readers will enjoy exploring the rhetorical context of your message.
E) presenting your reasoning before your bottom line will grab each reader’s attention.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
15) When making an unusual or complex request, it is best to
A) ask all at once, even if it makes results in one long and complicated question.
B) use passive voice to state the request.
C) break it down into specific, individual questions.
D) use a particularly demanding tone.
E) warn the audience that they might struggle to understand it.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
7
16) Including a deadline in the close of a request
A) is rude and unprofessional.
B) is acceptable for internal audiences, but never external audiences.
C) will offend your audience, unless they are your subordinates.
D) is effective only when you explain the consequences of failing to meet it.
E) helps the audience understand exactly what you want.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
17) When asking for information and action, explaining why you’re making the request
A) is unnecessary since the audience is likely to comply.
B) is part of an effective strategy for getting what you want.
C) suggests that you think the audience is unintelligent.
D) causes your request to be wordy and hard to understand.
E) generally reduces the likelihood of receiving a positive response.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
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18) Much of the most critical communication between a company and its customers is about
A) production issues.
B) quality issues.
C) unique problems that may arise.
D) routine matters.
E) personnel issues.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
19) In most cases, when making routine requests you should assume that the audience will not
comply.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
20) When making a direct request, state what you want in the first sentence or two and then
follow with an explanation.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Application
Learning Outcome: Describe strategies for developing routine and positive messages
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21) Because routine messages are so common in business, it is not necessary to pay attention to
your tone when writing them.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing routine and positive messages
22) As you explain and justify your request, you should try to point out how complying with the
request could benefit the reader.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing routine and positive messages
23) What are the recommended guidelines for writing a routine request?
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing routine and positive messages
24) In emailing a vendor for an update on the ship date of your order, what elements should you
include in the closing of your request?
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Application
Learning Outcome: Describe strategies for developing routine and positive messages
10
25) Many routine requests have several parts. Identify and discuss best practices for explaining
and justifying a routine request.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Conceptual
Learning Outcome: Describe strategies for developing routine and positive messages
26) What three message points can you use to write most simple request messages?
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Application
Learning Outcome: Describe strategies for developing routine and positive messages
27) Because requests for recommendations and references are ________, they can be organized
using a direct approach.
A) simple
B) personal
C) confidential
D) risky
E) routine
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Critical Thinking
Learning Outcome: Describe strategies for developing routine and positive messages