Business Communication Essentials, 8e (Bovee/Thill)
Chapter 7 Writing Routine and Positive Messages
1) When developing a direct message, where should you make your main idea?
A) In the closing paragraph
B) At the beginning of the message
C) After offering reasons why you need to make the request
D) At the end of the middle paragraph
E) After an introductory paragraph that introduces yourself and your role in the organization
2) When preparing a routine request, what approach is most appropriate to use?
A) Persuasive
B) Indirect approach
C) Bulleted facts
D) Direct approach
E) Social media
3) Which of the following shows the best use of tone when writing a routine request?
A) “I need a copy of the budget.”
B) “Send me the latest version of the budget.”
C) “Can I have the budget by Tuesday?”
D) “I need you to email the budget immediately.”
E) “Please send me a copy of the budget.”
4) When determining the format for a message, a direct approach would work best under which
conditions?
A) The audience will likely comply.
B) The audience might be upset with the news.
C) The audience has little time to read an explanation before reading the news.
D) The audience will probably not agree with the news.
E) The audience has little understanding of the reason for writing.
5) Which of the following will improve the likelihood of getting the desired response?
A) Ask the audience for their feelings on the topic.
B) State exactly what you want.
C) Explain to the audience what you are working on and ask for their help.
D) Tell the audience how the information will be used.
E) Tell the audience who the information will be forwarded to.
6) In a direct request, where is the request explained in detail?
A) In the opening line of the communication
B) In the opening paragraph of the communication
C) In the body of the communication
D) Repeated several times throughout the entire communication
E) At the close of the communication
7) Which of the following is the best way to handle multiple requests when responding to
requests from a reader?
A) Send a new message for each request.
B) Use a new paragraph in the body of the message for each request.
C) Discuss the most important request first in the body of the message.
D) Put all the requests in one long paragraph.
E) List the request on an additional page.
8) Telling the audience about relevant deadlines and how you can be reached should be done in
which section of the direct formatted message?
A) Opening paragraph
B) Immediately after the explanation of what you want
C) In the body of the message
D) In the closing paragraph of the message
E) In the paragraph above the close that explains information relating to your request
9) What should you do when developing a routine request or a positive message?
A) Slowly build up to the request or main idea
B) Not assume that your audience will comply
C) Demand action to ensure compliance
D) Be non-specific when stating what you want
E) State precisely what you want
10) How should a routine request begin?
A) With a clear statement of request
B) With a buffer that builds up to the main request
C) With a justification for the request
D) With an attention-getting statement, fact or question
E) With the phrase “thank you” or similar words of appreciation
11) When should you use a routine request format?
A) When using a demanding tone to ensure compliance
B) When assuming that your audience will comply
C) When spelling out exactly what you want
D) When first offering a justification for the request
E) When beginning with the phrase “thank you in advance”
12) When making a routine request, what should the writer do in the body of the message?
A) Put the most important request at the end.
B) Explain and justify the request.
C) Address all topics in one question.
D) Offer apologies for any inconvenience caused.
E) Include contact information.
13) How should multiple requests or questions in one message be addressed?
A) Address all topics in one question.
B) Offer apologies for any inconvenience caused.
C) Start with the most important question.
D) Do not assume the audience will comply.
E) Limit the number of requests or questions to three.
14) What should be done when explaining and justifying the routine request in the body of the
message?
A) Address multiple topics in one question.
B) Offer apologies for the inconvenience.
C) Put the most important question last.
D) Offer incentive for the audience to comply.
E) Break down complex requests into specific questions.
15) What should the close of a routine request include?
A) A sincere apology for the inconvenience caused
B) An explanation or justification for the request
C) The phrase “Thank you in advance” to ensure compliance
D) Information about how you can be reached
E) Questions that will help the organization of the message
16) The close of the routine request should include what?
A) A sincere apology for the inconvenience caused
B) Explanations and justifications for the request
C) The phrase “thank you in advance” to ensure compliance
D) A specific request that includes any relevant deadlines
E) Questions that will help you organize the message
17) How should routine replies and positive replies close?
A) With a sincere apology for the trouble caused
B) With an expression of appreciation or goodwill
C) With a detailed explanation of the request
D) With a mention of the consequences of noncompliance
E) With information about the negative aspects of the request, if any
18) When writing a routine request, it is always good manners to thank the reader in advance for
their cooperation.
19) An effective use of a routine message would be to supply product operation support.
20) Most audiences will comply with a routine message if they feel the writer is not being
unreasonable.
21) With a direct approach the writer opens with details and justification of the request, moves to
the actual request and ends by requesting specific action.
22) Unusual or complex requests should be broken down into individual and specific questions.
23) Discuss effective strategies for writing routine business requests.
24) Explain how to develop a strong close for a routine request.
25) Discuss how to develop the body of routine requests and the benefits of a well-developed
message.
26) Which of the following is not considered a routine and positive message?
A) Technical support
B) Rejecting suggestions and proposals
C) Replies to routine business matters
D) Good news announcement
E) Thank you notes
10
27) The opening of a good news message should contain what?
A) Reasons for your decision
B) Explanation of your request
C) A clear statement of the request
D) Request for specific action
E) Justification for the message
28) Which of the following is a common use of a routine message?
A) Making claims and requesting adjustments
B) Refusing to make a recommendation
C) Determining fault for a missed deadline
D) Developing a marketing pitch
E) Asking for a pay increase during difficult economic times
29) Which of the following is a common element in a request for information or action?
A) Your position within the organization
B) What will happen if the reader doesn’t supply the information
C) What you want to know or what you want the reader to do
D) Who is being copied on the request
E) How you want the response to be formatted
30) When seeking a recommendation before awarding a contract, what type of information is
least likely to be needed from an applicant?
A) Information on skills
B) Information on abilities
C) Information on integrity
D) Information on credit worthiness
E) Information on character
31) Requests for recommendations are generally organized using what approach?
A) Question and answer
B) Direct
C) Indirect
D) Persuasive
E) Free form
32) Which of the following is a key point when providing sources for recommendations?
A) The indirect approach for requests should be used.
B) Avoid stating why the recommendation is required.
C) Always ask permission before using someone as a reference.
D) Always offer to pay the person for their time in writing the reference.
E) Avoid pressuring the receiver by mentioning a deadline.
33) When developing a routine request for a recommendation, what should go in the body of the
message?
A) Why the writer wants the position
B) An expression of appreciation
C) Information the recipient needs to write the recommendation
D) A clear statement of your request
E) The purpose of the needed recommendation
34) When making a claim to a company, what is the purpose of the message?
A) To demand a settlement of the claim
B) To write a formal complaint
C) To suggest how a product or service could be improved
D) To provide a goodwill gesture, allowing the company to improve the product
E) To indicate further steps will be taken if demands are not met
35) When asking for an adjustment from a company, what is being asked for?
A) The settlement of a claim
B) An opportunity to file a formal complaint
C) An opportunity to suggest how a product or service could be improved
D) An explanation of how the problem was allowed to occur
E) A discount on a product or service
36) When writing for a claim or adjustment, what should be included in the opening paragraph?
A) A desire to find a solution
B) An offering of supporting documentation such as receipts
C) A request for specific action
D) A statement of the problem and your request
E) The remedy being sought
37) When writing for a claim or adjustment, what should be included in the closing paragraph?
A) Specific explanation of reason for the claim
B) An offering of supporting documentation such as receipts
C) A request for specific action
D) A statement of the problem
E) The outcome of noncompliance
38) Which of the following should a writer do when developing routine requests for
recommendation?
A) Use the direct approach for the request.
B) Avoid stating why the recommendation is required.
C) Offer to write the letter and have the referee sign it.
D) Offer to pay for the favor of writing recommendation.
E) Avoid pressuring the receiver by mentioning a deadline.
39) What should be accomplished in the opening of a request for a recommendation?
A) The deadline for sending the letter should be mentioned.
B) The reader’s memory of the relationship he/she had with the person referred should be
triggered.
C) The full name and address of the person to whom the letter should be sent should be obvious.
D) An offer to pay for the service rendered should be included.
E) A neutral buffer statement or statements should be included.
40) What should the opening of a request for recommendation do?
A) Contain a sincere apology for the trouble caused
B) Clearly state why the recommendation is required
C) Include an offer to pay for the service rendered
D) Include the full name and address of the person to whom the letter should be sent
E) Contain a neutral buffer
41) Which of the following should be included in the body of a request for a recommendation?
A) The full name and address of the person to whom the letter should be sent
B) Reasons for your request
C) An offer to pay for the service rendered
D) A sincere apology for the trouble caused
E) An expression of appreciation
42) How should a request for a recommendation close?
A) With the full name and address of the person to whom the letter should be sent
B) With a complete career summary
C) With a website link for viewing a résumé
D) With a statement that triggers the reader’s memory of the relationship you had
E) With an expression of appreciation
43) If a recommendation is needed quickly, where should that information be indicated?
A) In the opening paragraph
B) In the closing section
C) In the justification section
D) In the body of the request
E) In a postscript
44) When making claims or requesting adjustments, you should do what?
A) Avoid revealing your contact information.
B) Use the indirect approach.
C) Always maintain a professional tone.
D) Leave the specific course of action to the reader.
E) Warn the reader of the consequences of inaction.
45) When making claims or requesting adjustments, which of the following would be the most
effective?
A) Warn the reader of the consequences of inaction.
B) Apologize for the inconvenience caused.
C) Clearly convey your anger and frustration.
D) Be professional, no matter how angry or frustrated you are.
E) Use the indirect approach.
46) When making claims or requesting adjustments, what should be included in the opening?
A) An apology for the inconvenience caused
B) A straightforward statement of the problem
C) A neutral buffer statement
D) An expression of your anger and frustration
E) A complete and specific explanation of the details of the problem
47) Which of the following should be included in the body of your routine message when
making claims or requesting action?
A) An expression of your anger and frustration
B) A warning to the reader of the consequences of inaction
C) An apology for the inconvenience caused
D) A request for specific action
E) Complete and specific explanation of the details
48) Which of the following is a guideline for making effective claims or requesting adjustments?
A) Always close with a sincere apology for the inconvenience caused.
B) Clearly convey your anger and frustration through your message.
C) Avoid giving a detailed explanation of your claim in the message.
D) Be prepared to back up your claim with relevant documents.
E) Warn the reader of the consequences of noncompliance.
49) Even simple requests should contain extensive reasons and justifications for the request.
50) Routine requests should always indicate why it is in the reader’s best interest to comply with
the request.
51) Asking for a claim is the same as asking for a settlement to a problem.
52) When seeking a letter of recommendation, the body of the request should list all the
information the recipient would need to write the recommendation, including the full name and
address or email address of the person to whom the recommendation should be sent.
53) Letters of recommendation are used primarily by job applicants.
54) What are the points to keep in mind when developing a message asking for a
recommendation?
55) Discuss the ways in which organizations use letters of recommendation.