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Multiple Choice
1. _____ provide a somewhat formal means of sharing information with people inside an organization.
a.
Grapevines
b.
Memorandums
c.
Form letters
d.
Voice mails
b
2. Good-news or neutral-news messages follow a(n) _____.
a.
indirect sequence
b.
passive sequence
c.
inductive sequence
d.
deductive sequence
d
3. While writing a good-news message, _____.
a.
an inductive sequence should be followed
b.
supporting details should be omitted
c.
the closing thought should always be emphasized
d.
the main idea should be placed at the beginning
d
4. Mary, a team leader, wants to share information about a new bonus scheme with her team members. In this scenario,
which of the following sequences should Mary follow to structure the good-news message?
a.
A passive sequence
b.
An vertical sequence
c.
An inductive sequence
d.
A deductive sequence
d
5. Which of the following is a feature of the deductive organizational pattern?
a.
The body of a message reminds the audience of the main idea and includes a future-oriented closing thought.
b.
The closing thought of a message is always omitted as it often leads to misinterpretation of the intended
message.
c.
The first sentence of a message mentions good news, making the audience more receptive to the details that
follow.
d.
A message begins with supporting details and concludes with the main idea to help the audience understand
the message.
6. Edwin, a manager at TouchGen Inc., wants to inform his employees about the company’s vacation policy
according to which each employee is entitled to twelve paid vacation days every year. In this scenario, which of
the following approaches should Edwin use to deliver the good news?
a.
A direct approach
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b.
A passive approach
c.
An inductive approach
d.
An interrogative approach
7. Who among the following individuals follows good practice when sending a good-news message?
a.
Dave, a manager at Wizzware Inc., who organizes his message such that the main idea is presented at the end
b.
Ava, a manager at Auroville Inc., who conveys positive news to her employees using a direct approach
c.
Sameer, a manager at GreenMove Inc., who stresses on the closing thought more than on the main message
d.
Zaiba, a manager at BayWave Corp., who delivers positive news to her employees without providing
additional details
8. Who among the following managers is displaying good practice when sending a good-news message?
a.
Ron, a manager at Techwhiz Inc., organizes a message regarding a pay bonus such that the main idea is
presented at the end.
b.
Angelina, a manager at Ahoma Inc., writes a job promotion message to an employee starting with the main
idea, followed by an explanation.
c.
Rohan, a manager at Olympiano Technologies Corp., briefly notifies his employees about a paid vacation
policy without providing additional details.
d.
Anjali, a manager at Balvania Corp., indirectly informs her employees about reduced working hours and
organizes her message inductively.
9. Which of the following is true of a thank-you message?
a.
It should be organized using an indirect approach.
b.
It should be written for possible self-gain.
c.
It should always be handwritten for all situations.
d.
It should be written deductively.
10. An appreciation message should:
a.
not be sent to the supervisor of an individual.
b.
be sent within a few days of the circumstance.
c.
use exaggerated language.
d.
avoid specific comments.
11. When writing an appreciation message, you should avoid:
a.
sending the message only within a few days of the circumstance.
b.
making specific comments about performance.
c.
addressing the message to an individual’s supervisor.
d.
using exaggerated language that sounds implausible.
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12. Which of the following is true of persuasive claims?
a.
They assume that a request will be granted only after explanations have been presented.
b.
They pertain to guarantees, warranties, and other contractual conditions.
c.
They posit that a petition will be approved quickly and willingly, without convincing.
d.
They are accorded willingly, and therefore a forceful, accusatory tone is inappropriate.
13. Smith recently purchased a DVD player that caused problems while still in its warranty period. Smith wrote to the
manufacturer of the DVD player requesting a replacement. He asked for an adjustment before providing an explanation,
assuming that the claim would be granted willingly. The message written by Smith is an example of a(n) _____.
a.
persuasive claim
b.
form message
c.
routine claim
d.
adjustment message
14. Alana orders a pink T-shirt from an Internet-based retailer but receives an orange T-shirt. The retailer
advertises a free exchange policy for goods. In this scenario, Alana can write a(n) _____ to the retailer to
request for a replacement of merchandise.
a.
routine claim
b.
persuasive claim
c.
acknowledgment message
d.
form message
15. _____ are assumed to be granted willingly, so a forceful, accusatory tone is inappropriate.
a.
Persuasive claims
b.
Inductive claims
c.
Routine claims
d.
Relational claims
16. Which of the following is a difference between routine claims and persuasive claims?
a.
Routine claims are organized inductively, whereas persuasive claims are organized deductively.
b.
Routine claims require justifications for a request, whereas persuasive claims do not require justifications for a
request.
c.
Routine claims do not require a forceful, accusatory tone, whereas persuasive claims require arguments to be
presented.
d.
Routine claims present the main idea at the end, whereas persuasive claims start with the key point, followed
by supporting details.
17. To give a routine claim the emphasis it deserves, the message must:
a.
begin with a request for an adjustment.
b.
begin with details and explanation.
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c.
be written inductively.
d.
use a forceful, persuasive tone.
18. _____ reminds customers and clients that they made a good choice in selecting a company with which to do business,
or it reminds them of the good qualities of their purchase.
a.
Resale
b.
Revise
c.
Reclaim
d.
Rebuttal
19. _____ refers to statements made about related merchandise or service.
a.
Remittance advice
b.
A procedural message
c.
Sales promotional material
d.
An anecdote
20. Which of the following is a difference between subtle sales messages and direct sales messages?
a.
Subtle sales messages are never included in adjustments, whereas direct sales messages are always
included in adjustments.
b.
Subtle sales messages include persuasive arguments, whereas direct sales messages do not include
persuasive arguments.
c.
Subtle sales messages have a good chance of being read, whereas direct sales messages might not be read
at all.
d.
Subtle sales messages discuss goods or services already bought, whereas direct sales messages include
statements about related merchandise.
21. Routine requests and favorable responses to them follow the _____.
a.
inductive sequence
b.
deductive sequence
c.
indirect sequence
d.
derivative sequence
b
22. Which of the following is true of requests for information?
a.
They are independent of the quality of the message.
b.
They are rarely accepted by businesses.
c.
They are door openers for future business.
d.
They always follow the inductive outline.
23. Which of the following is a feature of routine requests for information?
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a.
They help businesses arrive at an opinion about the senders.
b.
They are not accepted optimistically by businesses.
c.
They close doors for future business.
d.
They are always written inductively.
24. Which of the following makes a routine request poor?
a.
Asking specific questions and using lists
b.
Providing a telephone number
c.
Alluding to the benefits for quick action
d.
Using a generic closing statement
25. Which of the following is true of effective routine requests?
a.
They are organized inductively.
b.
They use lists for emphasis.
c.
They require maximum persuasion.
d.
They require arguments to be presented.
26. Which of the following makes routine requests effective?
a.
Expressing criticism and alluding to drawbacks for quick action
b.
Using a noncommittal subject line
c.
Opening door for personal dialogue by providing telephone number
d.
Using a generic closing statement
27. Which of the following is true of form messages?
a.
They produce receiver reaction that is highly unfavorable.
b.
They tend to be too personal.
c.
They cannot be personalized.
d.
They are a fast way of transmitting recurring messages.
28. Which of the following makes an online order confirmation effective?
a.
Using a generic subject line
b.
Welcoming new customers
c.
Avoiding details about the benefits of a service
d.
Not acknowledging orders that cannot be filled precisely
29. A reply to a request for credit information:
a.
involves filling in the blanks and returning the document.
b.
always follows an inductive sequence.
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c.
presents the main idea at the end.
d.
should essentially contain opinions of the writer.
30. Which of the following guidelines should be followed when extending credit?
a.
A credit applicant must be notified of the credit decision within 10 days of receipt of the request.
b.
The party granting the credit should not disclose the terms of the credit agreement.
c.
The credit aspect should be emphasized more than the acknowledgment of an order.
d.
The basis for the decision to extend credit need not be indicated.
31. Which of the following exemplifies a good practice when writing a letter extending credit?
a.
Davis writing a letter using an inductive sequence
b.
Amar emphasizing the acknowledgment of the order more than the credit aspect
c.
Megha including sales promotional material in her letter
d.
Tim concealing the basis for the decision to extend credit
32. _____ are the most frequently used methods of communicating standard operating procedures and other instructions to
employees.
a.
Memos and email messages
b.
Face-to-face meetings and phone conversations
c.
Faxes and voice messages
d.
Reports and letters
33. The principles for preparing memorandums are similar to the principles involved in preparing:
a.
responses for extending credit.
b.
email messages.
c.
acknowledgement messages.
d.
letters for the external audiences of an organization.
34. Which of the following is an advantage of using the deductive pattern in writing messages?
a.
It puts the audience in a pleasant frame of mind as the good news is given in the first sentence of the message.
b.
It helps in retaining goodwill with the audience as the message begins with a neutral idea.
c.
It provides a buffer and softens the approach and the reader’s reception when conveying a bad-news message.
d.
It is a pattern that is useful for persuasive messages written to resistant audiences.
35. _____ are defined as messages that are fair responses by businesses to legitimate requests in claim messages by
customers.
a.
Procedural messages
b.
Adjustment messages
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c.
Inductive messages
d.
Acknowledgement messages
b
36. Which of the following is true of adjustment messages?
a.
The inclusion of sales promotional material in such messages is strictly avoided.
b.
They provide an opportunity for businesses to build a good reputation.
c.
The word “grant” is routinely used in these messages while responding to customers.
d.
They are usually written to customers requesting them to take back their claim.
b
37. In the context of adjustment messages, _____ refers to a discussion of goods or services already bought.
a.
resale
b.
revise
c.
recall
d.
reboot
True / False
38. Neutral-news messages are not likely to generate an emotional reaction from receivers.
a.
True
b.
False
True
39. Good-news messages present the main idea at the end.
a.
True
b.
False
False
40. An appreciation message must never be addressed to an individual’s supervisor.
a.
True
b.
False
False
41. As persuasive claims are granted willingly, a forceful, accusatory tone is inappropriate.
a.
True
b.
False
False
42. Businesses want their customers to communicate when merchandise or service is not satisfactory.
a.
True
b.
False
True
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43. A routine request should use a generic closing statement to build goodwill and a sense of urgency.
a.
True
b.
False
False
44. A good positive response to a routine request highlights elaborate answers to recipient’s questions using a
descriptive writing style.
a.
True
b.
False
False
45. Positive responses to favor requests should not sound enthusiastic.
a.
True
b.
False
False
46. When favor requests arrive frequently, a form message can be drafted to respond to the invitations.
a.
True
b.
False
True
47. Acknowledgment messages are a fast and efficient way of transmitting frequently recurring messages to which
receiver reaction is likely favorable or neutral.
a.
True
b.
False
False
48. Form messages have a tendency to be too personal.
a.
True
b.
False
False
49. Routine messages, such as customer order acknowledgments, are written inductively.
a.
True
b.
False
False
50. For an order that cannot be filled quickly and precisely, companies must not send an acknowledgment message.
a.
True
b.
False
False
51. A form message is a document that indicates an order has been received and is being processed.
a.
True
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b.
False
False
52. Typically, acknowledgment messages are preprinted letters or copies of a sales order.
a.
True
b.
False
True
53. Replies to requests for credit information are complicated.
a.
True
b.
False
False
54. When providing credit information, there is an ethical and legal obligation involved.
a.
True
b.
False
True
55. Managers must take special care in writing standard operating procedures to ensure that all employees complete the
procedures accurately and consistently.
a.
True
b.
False
True
56. When writing a procedural message, each step must be written in the passive voice.
a.
True
b.
False
False
57. Routine claims usually have the backing of guarantees, warranties, or other contractual conditions.
a.
True
b.
False
True
58. Although the word “grant” is acceptable when talking about claims, its use in adjustment messages is discouraged.
a.
True
b.
False
True
Essay
59. Analyze the following routine claim letter and make the required revisions.
Dear Mr. Ortiz:
Eight months ago, I purchased the Wireless-G Broadband Router (2.2 GHz), Model No. 13MP26SD, from your company.
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After only eight months of use, it no longer works. It quit working while I was in the middle of a huge project, and the
delay cost me hundreds of dollars.
As this product came with a year warranty, I am upset that it quit working after less than a year. It must be defective. I
have the receipt for purchase and want a replacement immediately. The router problem has already cost me time and
money. If I do not receive a replacement or refund immediately, I will not buy your products in the future.
Please send a replacement router via express delivery to the address on this letterhead.
Thank you.
60. Describe requests for information in the context of routine requests.
Requests” for more information.
61. Describe the features of a good positive response to a routine request.
personalized service.
62. What are the points to be kept in mind when giving a positive response to a favor request?
63. Describe form messages used for routine responses.
64. The customer service department of Software Solutions received a letter from Samuel Muhler stating that he placed an
order for the AccTabs accounting software and instead received a software package entitled ThirdWave. He would like to
receive a UPS account number to use when returning the product so that he will not have to pay for the shipping, as well
as instructions for packaging and labeling the returned product.
Required: Write an email message as the customer service manager of Software Solutions responding to Mr. Muhler’s
requests. Include an appropriate subject line and message body in your solution.
The subject line should be descriptive of the situation (example: UPS Instructions for Returned Merchandise).
The body of the message should be written deductively, beginning with the statement that the company is glad to assist
with the UPS return of the unordered merchandise.
A bulleted list of instructions should follow, including the account information needed for the return. Action verbs should
be used.
A positive statement about a new software title that is about to be released or other related products should be included.
The message should end with a positive, future-oriented idea.
A complimentary close such as sincerely or thank you should be followed by your name and signature file information.
65. How are routine messages about order and credit handled? What is an acknowledgment message?
66. How are customer orders acknowledged? Describe the features of a well-written order confirmation.
67. What are the obligations involved in providing credit information?
68. What are the guidelines you should follow when extending credit?
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information.
69. Describe the features of a good letter extending credit to a retailer.
70. You have received a request for credit from a company called InfoSearch for online databases available from your
company. You are a vendor for information databases, and subscribers to your services may contract for 12-month access
to this information. You offer various service packages that provide access to specific databases. InfoSearch wants the
Standard Package that allows access to a selection of your company’s available databases. The extension of credit will
allow InfoSearch to order additional levels of service as needed and pay for them on a monthly basis.
Required: Write a letter stating that credit is granted to Andrea Schmidt at InfoSearch.
The body of the message should be written deductively, beginning with the extension of credit and the reason for the
credit approval.
Introduce the credit terms for the annual subscription to the Standard Package. Present resale to remind InfoSearch of the
wealth of information available through your online databases. Include a positive statement of a new database that will
soon be available to subscribers to the Standard Package.
End the letter with a positive, forward-looking idea of an on-going business relationship.
71. In the context of procedural messages, describe the guidelines you should follow when writing instructions
that require more than a few simple steps.
72. Discuss appreciation messages. What are the guidelines that need to be followed while writing appreciation messages?
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73. Discuss the ways to make a form letter more personal.