Chapter 6—Neutral and Positive Messages
TRUE/FALSE
1. When you use the direct organizational plan for a routine message, you present the details before the
primary idea.
2. When you expect reader resistance to your idea, you should use the indirect organizational plan for
your message.
3. Because routine messages address readers inside the organization, they are inappropriate for external
readers.
4. Consider writing a routine message when you want a permanent record of the content or when you
need to reach many employees at once.
5. When you believe that the reader will not need persuasion to do what you ask, you can use a routine
request.
6. A polite request phrased as a question out of courtesy must end with a question mark.
7. You can begin a routine request with a direct question, a statement, or a polite explanation.
8. The reader is less likely to omit a response to one question if you number all your questions in a
routine request.
9. A routine request letter does not need to contain background information for the reader.
10. Discussing reader benefits encourages the reader to comply with your routine request.
11. Put yourself in the reader’s position to think about what information you should include in a routine
request so the reader can respond appropriately.
12. In the closing of a routine request, write in a friendly, positive tone, and express appreciation for the
assistance you are requesting.
13. A routine request typically begins by stating and justifying the requested deadline.
14. A routine reply that grants the reader’s request should follow the direct organizational pattern.
15. Research shows that many customers expect a response to a routine request within 24 hours.
16. The first paragraph of a positive routine reply should build goodwill by approaching the topic in an
indirect manner.
17. In a routine reply, avoid answering a reader’s question if the answer is not what the reader wants to
know.
18. When writing a routine reply, use objective, clear language to answer the reader’s implied and stated
questions.
19. When writing a routine reply, you can build goodwill for your company or product by including
extensive sales promotion details.
20. Instant messaging is a good choice for simple or complex messages that require quick responses.
21. Because IMs are personalized, you may want to use them in ways that reflect your own personality
rather than the norms of business communication in your specific organization.
22. IMs are quick, short, and once sent are gone forever.
23. Write a friendly, personalized closing to every routine reply, rather than relying on clichés.
24. Almost any nickname or cute handle will work as a screen name for using IM at work.
25. Using IM allows you to avoid the hassle of following grammar and punctuation standards.
26. When using IM, avoid abbreviations, such as “u” and “r” unless the recipient has used them first.
27. Whether you use email or IMs, you should avoid opening attachments unless you trust the source.
28. Customers may expect a response to their online requests within an hour or two.
29. Some customer requests are so trivial or misguided that it’s appropriate to make a terse reply.
30. Before announcing the “good news” in your response to a request, you need to write a sentence or two
to provide context and acknowledge that you received the request.
31. To save time on routine responses, create a form letter that begins “Dear Sir or Madam” that can be
used for a variety of situations.
32. A simple request should be treated as an opportunity to conduct extensive sales and promotion
activities.
33. When initiating an IM, follow the grammar, punctuation, and capitalization standards within the
organization.
34. An effective response to a customer inquiry includes personalized, thorough information.
35. Goodwill messages may convey congratulations, sympathy, or rejection.
36. Recognition notes are typically sent to an employee’s supervisor, who may decide not to show the
employee mentioned in the note.
37. Recognition notes should be handwritten, but not sent electronically.
38. Smart companies monitor and respond to all social media posts about the company.
39. Companies typically respond to critical online customer feedback, but they ignore highly positive
posts because the customer is already well satisfied.
40. Companies should respond quickly to any social media post that is degrading or insulting.
41. An appropriate company response to a social media post that contains factual errors is to provide the
facts that have been misrepresented.
42. “No Response” (ignoring) is a valid option for companies finding positive comments online.
43. Aggregators scan the web for comments about a company, and then analyze what they find.
44. Goodwill messages have no business objectives.
45. Because it requires no extra effort for the sender or receiver, a phone call is a more thoughtful way to
convey a goodwill message than a written note.
46. Companies should respond to highly positive online comments with a formal official company
response.
47. The direct approach is recommended for goodwill messages, even those conveying sympathy.
48. You should send congratulatory notes for major business achievements to suppliers and customers, but
not to coworkers.
49. Handwritten thank-you notes appear more personalized and sincere than typed thank-you notes.
50. When writing about an emotional event such as someone’s serious illness, use strong, formal language
and avoid referring to the person or event in direct terms.
51. When writing a sympathy note, do not dwell on your memories of the person who died.
MULTIPLE CHOICE
52. Which of the following messages is not considered neutral?
a.
a consumer complaining about a minor product defect
b.
a manager notifying employees of a small policy change
c.
top management announcing a decision to close a factory
d.
a customer applying for a store credit card
e.
a government agency responding to a request for a brochure
53. The direct organizational plan
a.
provides evidence and details before the primary idea.
b.
is often used for persuasive and bad-news messages.
c.
gets to the point quickly by stating the main idea first.
d.
introduces the writer to the reader in the first paragraph.
e.
is rarely used for routine messages.
54. A request is not neutral if you
a.
believe that the reader will object to granting your request.
b.
anticipate no resistance from the reader responding to your request.
c.
think the reader will appreciate the opportunity to comply with your request.
d.
are making a simple request without persuasion.
e.
put a direct question or polite request in the first sentence or two.
55. One advantage of the direct organizational plan is that it
a.
gives reasons up front to prepare the reader for negative news.
b.
positions the major news first.
c.
results in shorter messages.
d.
presents key topic sentences before subsequent ideas.
e.
arranges supporting details in order of priority.
56. You should use the direct organizational plan when you
a.
are not able to grant a customer’s request.
b.
expect resistance and must persuade someone to do what you ask.
c.
must describe situations that are delicate or confidential.
d.
are explaining an important decision that will adversely affect the reader.
e.
are conveying routine information in which the reader is interested.
57. You should start a neutral request
a.
by asking for an immediate response.
b.
with the request, which is the main idea.
c.
with a rhetorical question to attract reader attention.
d.
by explaining why you need the information you’re requesting.
e.
with a sentence of appreciation for the reader’s cooperation.
58. Which of the following is an example of a polite request?
a.
Would you please provide information about your new digital camera.
b.
You need to send me more information about your digital camera product line.
c.
When will you mail the requested information about the digital camera?
d.
Your digital camera may be what our desktop publishing department needs.
e.
Thank you for providing the information by March 15.
59. How does a polite request differ from a direct question?
a.
A polite request ends with a question mark.
b.
A polite request ends with a period.
c.
A direct question ends with either a period or a question mark.
d.
A direct question is the topic sentence of a routine request’s closing paragraph.
e.
A polite request includes a statement of goodwill.
60. When asking several specific questions in a direct request message, do not
a.
number each question.
b.
cover only one topic in each question.
c.
arrange the questions in a logical order.
d.
use the indirect organizational plan.
e.
word questions clearly and objectively.
61. To increase the probability that your routine request will be granted,
a.
list as many in-depth questions as possible.
b.
explain how the reader will benefit by doing what you ask.
c.
include flattering statements to retain the interest of your reader.
d.
persuade the reader that a timely response is critical.
e.
mention the name of a reference before or after making the request.
62. The final paragraph of a routine request should not
a.
sound friendly and positive.
b.
offer to reciprocate.
c.
take the reader’s cooperation for granted.
d.
state and justify when the information or action is needed.
e.
show appreciation for the assistance to be provided.
63. Which of the following is the most effective closing statement for a routine request message?
a.
Thank you in advance for answering all my questions about your training workshops.
b.
I would appreciate receiving your price list by November 3 so I can plan for a purchase in
my December budget.
c.
Please send me background information about your new product line.
d.
I trust that, if you want me to order merchandise from your company, you will respond by
June 30.
e.
I am in the process of planning a wedding reception and need some assistance.
64. Which of the following is not appropriate when preparing a routine reply?
a.
Use the indirect organizational plan.
b.
Put the “good news” in your first paragraph.
c.
Respond to the request promptly.
d.
Include answers to both implied and stated questions.
e.
Answer questions even if readers do not want that response.
65. A routine reply is
a.
sent in reply to a routine persuasive sales letter.
b.
used when a routine request is being denied.
c.
more effective when it follows the indirect organizational plan.
d.
less effective when it follows the direct organizational plan.
e.
an appropriate response when the request will be granted.
66. If you wait to respond to a routine request that you are granting, you
a.
may lose the goodwill of the person making the request.
b.
save the reader’s time.
c.
put the reader in a positive frame of mind.
d.
show professional courtesy and increase the reader’s interest.
e.
reduce the opportunity for complying with the request.
67. Which of the following is the most effective opening sentence for a routine reply?
a.
Your letter dated February 10 has been forwarded to my attention.
b.
Thank you for requesting information about the new ClearSpeak phone.
c.
Although we normally do not comply with requests such as yours, we are making an
exception this time.
d.
We are happy to enclose the information you requested about the ClearSpeak phone.
e.
You will be pleased to know that we have received your letter today.
68. If you include sales promotion in a routine reply, you should
a.
provide a great deal of detail for persuasive purposes.
b.
put it in the first paragraph.
c.
make it brief as well as subtle.
d.
put it at the end of the friendly closing.
e.
convince the reader that the product or service inquired about is superior to all others.
69. Which of the following statements about neutral or positive messages is incorrect?
a.
They may be presented in any communication medium.
b.
They may be internal or external.
c.
They typically use the direct organizational pattern.
d.
They cover routine topics.
e.
They are not important to the success of the business.
70. Which of the following is not a courteous response?
a.
We are happy to provide the information you requested.
b.
We have reviewed your request and found that a response is justified.
c.
Thank you for your request.
d.
We are pleased that you would like more information about our service.
e.
We hope you feel comfortable contacting us with any further questions.
71. Which of the following would be the most effective closing statement for a routine reply?
a.
If you have any further questions, please do not hesitate to call me.
b.
To receive a complimentary copy of Software Magazine, call 555-2458.
c.
Thank you for your interest in our products.
d.
I hope this information is of use to you.
e.
Please place your order right away to avoid losing out on this special offer.
72. A customer who is dissatisfied with a product and wants a refund or replacement would be writing
a.
a neutral message.
b.
a positive message.
c.
a routine request.
d.
a persuasive message.
e.
a viral message.
73. Which situation calls for a neutral message rather than a persuasive one?
a.
The store charged you $46 instead of the advertised price of $55.
b.
Your computer monitor malfunctioned two days after you purchased it.
c.
The color of the personalized pencils you ordered is darker than in your previous
shipment.
d.
One week after you purchased a computer, the company put the same model on sale for
$150 off the price you paid.
e.
The candy you ordered arrived too late to be given as a Mother’s Day present.
74. A written message is the best choice
a.
when you need to have a quick interaction.
b.
when you need a record of your conversation.
c.
when the matter is simple and your colleague is next door.
d.
when the email system isn’t working.
e.
when the customer has indicated that an IM is appropriate.
75. A message is neutral if
a.
you are posting a comment about a poor service experience.
b.
you expect the reader will do as you ask without having to be persuaded.
c.
you are asking a company to accept a product return that is two weeks past the stated date
in the return policy.
d.
you expect some resistance to your request.
e.
you hope to convince the reader to accommodate your unique requirements.
76. Which of the following is not good advice for making a routine request?
a.
Use a direct question, polite request, or statement.
b.
Provide choice by asking more questions than absolutely necessary.
c.
Show how others benefit from your receiving the requested information.
d.
Explain why you’re making the request.
e.
Close on a friendly note.
77. Which of the following is not a good reason to use IM at work?
a.
You need to convey information quickly.
b.
You need to send confidential business information.
c.
You have a simple question.
d.
You need a fast response from someone.
e.
You know that your supervisor appreciates a quick update using IM.
78. What type of message would you write to say that a customer’s request for a refund has been
approved?
a.
negative
b.
sales
c.
positive
d.
persuasive
e.
goodwill
79. “R U redy to go nw?” would be an appropriate workplace IM only if
a.
you were in a real hurry.
b.
you were willing to follow up the message with an explanatory email.
c.
you know that no computer viruses will be shared.
d.
the recipient has used the abbreviations first.
e.
the recipient is under 30 years old.