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Name:
Class:
Date:
Chapter 08: Positive Messages
1. What is the most accurate statement about writing skills and social media?
a.
Social media is seldom used in business, so writing for social media is not important
b.
When writing for social media, correct grammar and spelling is not important
c.
Because of social media, your writing skills will be on display; and the quality of your writing can affect your
career.
d.
Writing for social media is completely different from writing traditional business documents.
2. The majority of your writing on the job will involve
a.
negative messages.
b.
routine, positive messages.
c.
persuasive messages.
d.
entertaining messages.
3. Of the following questions, what one should you ask yourself first as you begin to prepare a message?
a.
What channel should I use?
b.
How can I impress my reader?
c.
Do I really need to write this e-mail, memo, or letter?
d.
How can I save my reader's time?
4. William has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he
do first?
a.
Prepare the rough draft.
b.
Look up the company's address.
c.
Decide how he will encourage feedback.
d.
Analyze the purpose of the letter and the reader.
5. A phone call or face-to-face visit is a better channel choice than e-mail when you need to
a.
convey enthusiasm, warmth, or another emotion.
b.
smooth over disagreements.
c.
supply a context.
d.
All of these choices.
6. A business letter is a better channel choice than e-mail
a.
when the matter requires confidentiality.
b.
when you want to be informal.
c.
when time is of the essence.
d.
never. Business letters are obsolete.
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Chapter 08: Positive Messages
7. For which of the following situations would a business letter be more appropriate than an e-mail message?
a.
Requesting information about a product
b.
Replying to a customer's e-mail asking about available shipping methods
c.
Thanking your boss for a birthday gift she gave you
d.
Telling all employees how to purchase parking permits
8. Allison is in Phase 1 of the writing process and is trying to decide how she can save her reader’s time by making her
message easier to comprehend at a glance. What can she do?
a.
Use bullets, asterisks, and lists.
b.
Use white space.
c.
Use headings.
d.
Allison can do all of these to save her reader’s time.
9. What is the least accurate statement about business letters in today’s digital age?
a.
In certain situations letters are still the preferred channel of communication for delivering messages inside an
organization.
b.
Businesses continue to give letters to customers a high priority because these messages encourage product
feedback, project a favorable image of the organization, and promote future business.
c.
Business letters are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or
otherwise inspected by unintended recipients.
d.
Business letters presented on company stationery carry a sense of formality and importance not possible with
e-mail.
10. Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. What
will she do first in this phase?
a.
Analyze the purpose of her letter.
b.
Collect any necessary information.
c.
Proofread her first draft.
d.
Compose the first draft of the letter.
11. Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his
letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase?
a.
Decide on the letter's organization.
b.
Prepare an outline to help him organize his letter.
c.
Evaluate the effectiveness of the letter from the reader's standpoint.
d.
Check for typos.
12. Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best
communication channel for Caroline to use to request this information?
a.
E-mail, text, or IM
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Chapter 08: Positive Messages
b.
Fax
c.
Bound report
d.
Letter
13. James received a letter from a customer asking about his company’s accounting services. How should James reply to
the customer?
a.
E-mail or IM
b.
Text message
c.
Bound report
d.
Letter
14. Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees
do not have access to company e-mail. What communication channel should she use?
a.
Text message
b.
Memo
c.
Bound report
d.
Letter
15. Routine request and response messages should be written using
a.
the indirect strategy.
b.
persuasive techniques.
c.
the direct strategy.
d.
pretty, scented stationery.
16. The most emphatic positions in a message are the
a.
opening and body.
b.
body and closing.
c.
body and attachments.
d.
opening and closing.
17. Kevin is writing a routine e-mail request. The main idea or purpose of his message should be placed in
a.
the body.
b.
the opening.
c.
an attachment.
d.
the closing.
18. The first sentence of an information request is usually a(n) __________ or a polite command.
a.
question
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Chapter 08: Positive Messages
b.
explanation
c.
justification
d.
friendly greeting
19. Which of the following is the best example of placing the most important information first in a routine information
request message?
a.
I am writing this e-mail message to ask for information about some of your products.
b.
Our manager recently gave his staff approval to purchase new office printers.
c.
Hi, my name is Charlie Shi, and I have been asked to write to you directly.
d.
Please answer the following questions about your office printers.
20. The best business writers do what in the opening paragraph of a routine request message?
a.
Identify themselves by name and title.
b.
State immediately why they are writing.
c.
Tell a story about the background of the situation.
d.
Greet the reader warmly by asking how he or she is doing.
21. Which of the following is a command disguised as a polite request?
a.
I need your sales data by tomorrow.
b.
Will you please send my order by USPS Priority Mail.
c.
Can you meet this month's deadline?
d.
Did you bring a copy of the report to today's meeting?
22. Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious
software) from her company's network. Which is the best opening statement for her message?
a.
I read about your new malware removal program on TechnologyReview.com.
b.
Our company has recently become the victim of malware, and I have been assigned to do something about it.
c.
Please answer the following questions about your new malware removal program.
d.
I am hoping you will be able to provide more information about one of your new products.
23. The body of a routine message that requests information or action should
a.
present details that explain your request.
b.
request action from the reader.
c.
give any deadline dates.
d.
reveal for the first time why you are writing.
24. What is the best advice for writing the body of a routine request message?
a.
Avoid using graphic devices such as lists or headings because they might confuse the reader.
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Chapter 08: Positive Messages
b.
Remember that the quality of the information obtained from the request depends on the clarity of your inquiry.
c.
Make sure that the body is no longer than one paragraph.
d.
Use the reader's name several times in the body to personalize your message.
25. You must ask a series of questions in a routine request e-mail message. What is the best way to present these
questions?
a.
In a paragraph in the body of your message
b.
In a separate attached document
c.
In a bulleted or numbered list in the body of your message
d.
In the closing paragraph of your message so that they're not overlooked
26. Where should deadlines and action information be placed in a routine request message?
a.
In the introduction
b.
In the body
c.
In the closing
d.
In a P.S. to the message
27. Which of the following is the best closing sentence for a message requesting information?
a.
Thank you in advance for your cooperation.
b.
Your answers to these questions by April 30 will help us decide which product to purchase.
c.
Thank you.
d.
If you have any questions, please do not hesitate to call me.
28. Daniel is writing an e-mail message asking for information and wants to show appreciation to his reader in the closing.
Which of the following statements best shows his appreciation?
a.
Thank you for your cooperation.
b.
I appreciate this information because it will allow me to make an effective decision about which plan to
choose.
c.
Thank you in advance for all you have done for me.
d.
Thank you.
29. Where should you place the main idea in a business letter?
a.
An attachment
b.
The signature lines
c.
The first sentence
d.
The body
30. Which of the following is the most effective subject line for a routine response message?
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Chapter 08: Positive Messages
a.
This is a reply to your April 16 e-mail message.
b.
Reply to Your E-Mail Message
c.
Your June 5 Inquiry About Barcelona Travel Packages
d.
URGENT!!
31. Which of the following is the best opening sentence for a direct response message?
a.
Here are the answers to the questions you asked about our banquet facilities.
b.
Thank you for your e-mail message of March 25.
c.
We look forward to helping you with all of your banquet needs.
d.
Your e-mail of March 25 was forwarded to me.
32. What is the least accurate statement about routine response messages?
a.
A reply message written on company stationery or sent using a company e-mail address is a legally binding
contract.
b.
In addition to supplying answers, a response message should promote your organization and its products.
c.
Routine response messages generally use the indirect organizational pattern.
d.
Use the subject line of a routine response message to refer to an earlier correspondence so that you can omit
this reference in the opening of your letter.
33. Which of the following is the best closing sentence for direct response message?
a.
If I may be of further assistance, please don’t hesitate to contact me.
b.
Thanks!
c.
Once you’ve read these answers to your questions, please contact us for an on-site consultation.
d.
We hope that we may be of service to you.
34. A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do
first?
a.
Ignore the comments.
b.
Determine whether the comments violate your established social media comment policy.
c.
Delete the comments immediately.
d.
File a lawsuit against the client.
35. Your firm’s policy is to respond to some of the comments your customers make on Facebook and Twitter. What
should you do when responding to these comments?
a.
Use a friendly, upbeat, professional tone.
b.
Try to place the blame on others, such as your competitors.
c.
Never admit mistakes because doing so could make your company look incompetent.
d.
You should do all of these when responding.
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Chapter 08: Positive Messages
36. Instruction messages are used to
a.
establish rules of conduct to be followed within an organization.
b.
explain clearly how to complete a task.
c.
entertain customers by being witty and clever.
d.
All these choices.
37. Instruction messages should be written
a.
using a straightforward, direct approach.
b.
using an indirect approach.
c.
persuasively.
d.
with a focus on humor and entertainment.
38. Messages explaining instructions will be most readable if you
a.
divide the instructions into steps and list the steps in the order in which they are to be performed.
b.
arrange the steps vertically using numbers.
c.
begin each step with an action verb using the imperative (command) mood rather than the indicative mood.
d.
All these choices
39. Which of the following instructions is in the imperative (command) mood?
a.
Your report should be submitted by Friday.
b.
The fourth step involves rebooting your computer.
c.
Sign and date the agreement.
d.
All of these choices are in the imperative mood.
40. What should you do in the closing of an instruction message?
a.
Beg the reader to follow the instructions carefully.
b.
Try to tie following the instructions to benefits to the organization or individual.
c.
Warn the reader about what the punishment will be for not following the instructions.
d.
You should do all of these in the closing of an instruction message.
41. What is the most accurate statement about direct claim and complaint messages?
a.
Straightforward claims are those in which persuasion will be necessary to convince the reader that your claim
is valid.
b.
If you have a complaint, you’ll get the best results if you vent your complaint online using social media such
as Facebook and Twitter.
c.
Letters establish a record of what happened more convincingly than other communication channels.
d.
All of the above statements are accurate.
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Chapter 08: Positive Messages
42. Which of the following statements about direct claims is most accurate?
a.
Written claims are taken more seriously than claims made by phone or e-mail.
b.
Straightforward claims use the indirect approach.
c.
When you have a straightforward claim, your first step should always be to write a claim letter.
d.
Companies of all sizes today employ social media specialists who monitor and respond to online comments
and complaints.
43. Yolanda booked a hotel through an online booking site. Her accommodations were not as the website described.
Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. The best way for
Yolanda to communicate her unhappiness with the accommodations would be to
a.
write a memo to someone in charge at the website where she booked her hotel.
b.
send an e-mail message to someone in charge at the website where she booked her hotel.
c.
place negative comments about the booking site on as many social media sites as possible.
d.
write a letter to someone in charge at the website where she booked her hotel.
44. Which of the following is the best example of a situation justifying a straightforward claim?
a.
The transmission in your car gave out within the warranty period.
b.
A shipment arrived two weeks after it was promised.
c.
Your credit card was billed twice for a purchase you made.
d.
All of these choices are examples of direct claims.
45. The opening of a direct claim letter should
a.
explain the problem in detail and justify your request.
b.
use an angry tone to show the reader that you are serious.
c.
open with a clear statement of the problem or with the action you want the receiver to take.
d.
remain vague to allow the reader to decide on a remedy for the problem.
46. Which of the following is the best opening for a straightforward claim letter?
a.
I have been a loyal customer of Bennigan’s for many years.
b.
Please credit my Visa account for $36, the amount I was overcharged on November 8.
c.
I was extremely disappointed to be overcharged on my dinner bill.
d.
All of these choices are effective openings for a routine claim letter.
47. What should you do in the body of a direct claim letter?
a.
Mention that you have enclosed copies of all pertinent documents.
b.
Show that you are angry about the situation so that you will be taken seriously.
c.
Mention the name of the person who is to blame for the problem.
d.
All of these choices should be included in the body of a straightforward claim letter.
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Chapter 08: Positive Messages
48. Which of the following is the best closing for a straightforward claim letter?
a.
Thank you in advance for your consideration in this matter.
b.
Please credit $36 to my account by December 31, when my next billing cycle begins.
c.
If I don't get a refund by December 31, I will contact my attorney.
d.
I look forward to having this adjustment made as soon as possible.
49. What is the least accurate statement about posting complaints online?
a.
If you want a company to pay attention to your complaint, post it online.
b.
Social media posts can make complainers seem irrational.
c.
Anonymous complaints made online can be tracked to the writer.
d.
You can be sued for negative comments you make online.
50. A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your
advice. What is the best advice you can give her?
a.
Make the review as long as possible so that you can include many details about the restaurant.
b.
To be safe and to protect your privacy, leave the comment anonymously.
c.
Include positives as well as negatives in the review.
d.
Even if the restaurant contacts you to correct the problem, leave the original message posted as is.
51. Which of the following is not a goal in writing adjustment messages?
a.
To rectify a wrong, if one exists
b.
To regain the confidence of the customer
c.
To avoid future correspondence with the customer
d.
To promote future business
52. Which of the following is the best opening for an adjustment message?
a.
We appreciate your message of November 17 wherein you let us know what happened while dining with us last
month.
b.
We have credited your account for $36 to refund your dining bill.
c.
We are so sorry that you had a bad experience while dining with us last month.
d.
Although we generally don't offer refunds, we're willing to make an exception in this case.
53. What should you do in the body of an adjustment letter?
a.
Explain who specifically is to blame for the problem.
b.
Explain how you are complying with the claim.
c.
Promise the customer that the problem will never happen again.
d.
Apologize profusely.
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Chapter 08: Positive Messages
54. What is the most accurate statement about apologizing in an adjustment message?
a.
If you apologize, use a standard phrase such as We apologize for any inconvenience we may have caused.
b.
Apologies should be avoided because they are counterproductive.
c.
People like to hear apologies. It raises their self-esteem, shows the humility of the writer, and acts as a form of
“psychological compensation.”
d.
Never apologize in an adjustment message because doing so will set you up for a lawsuit.
55. Which of the following is the best closing for an adjustment message?
a.
We apologize for any inconvenience this has caused.
b.
We are deeply sorry for this unfortunate event.
c.
We hope that this refund check proves our commitment to providing excellent customer service.
d.
If you have any questions, please do not hesitate to call.
56. What is the most accurate statement about goodwill messages?
a.
Goodwill messages are obsolete in today's fast-paced society.
b.
You'll make a better impression by giving a ready-made card or calling the person than by writing your own
message.
c.
Written goodwill messages give more importance to our well-wishing and provide a record that can be reread,
savored, and treasured.
d.
Most communicators find it easier to write goodwill messages than other types of business documents.
57. The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?
a.
Specific
b.
Savvy
c.
Spontaneous
d.
Short
58. Which of the following is the best statement to include in a goodwill message?
a.
You must be so excited. I remember how I felt when I finally earned my master's degree.
b.
Thank you for the wonderful birthday gift.
c.
Good luck in the future.
d.
We are so sorry, Marti, to learn of the loss of your husband Rich.
59. When should you send a thank-you note?
a.
When someone gives you a gift
b.
When someone does a favor for you
c.
When you have been someone's guest
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Chapter 08: Positive Messages
d.
You should write a thank-you note for all these situations.
60. What is the most accurate statement about sending goodwill messages e via e-mail?
a.
In today’s digital age, all goodwill messages should be sent via e-mail..
b.
If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost, then
sending an e-mail goodwill message is acceptable.
c.
Although other goodwill messages can be sent via e-mail, sympathy messages should never be sent this way.
d.
You should never send goodwill messages via e-mail.
61. In the workplace, most messages are positive or neutral and, therefore, direct.
a.
True
b.
False
62. As you prepare to write a business message, you should first ask, "What communication channel should I use?"
a.
True
b.
False
63. Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, and
when formality is necessary.
a.
True
b.
False
64. In today’s digital age, business letters have become obsolete.
a.
True
b.
False
65. Most routine request and response messages should be organized using the indirect strategy.
a.
True
b.
False
66. Our company will be holding an employee retreat early next year is an example of putting the most important
information in the beginning of a message to a hotel requesting information about accommodations.
a.
True
b.
False
67. Action information, including deadline dates, should be placed in the body of a routine request message.
a.
True
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Chapter 08: Positive Messages
b.
False
68. Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request
letter.
a.
True
b.
False
69. An effective opener for a message replying to a customer's request might be Yes, our retreat facilities, which can
accommodate 126 people, are available on March 9-12, 2015.
a.
True
b.
False
70. If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine
response message.
a.
True
b.
False
71. Companies should respond to every comment left by customers on social media sites.
a.
True
b.
False
72. Pull the red lever is an example of an instruction in the imperative mood.
a.
True
b.
False
73. Instructions will be most readable if the steps are presented in a numbered vertical list.
a.
True
b.
False
74. Straightforward, direct claims are those to which you expect the receiver to agree readily.
a.
True
b.
False
75. Phone calls and e-mail messages are usually taken more seriously than a written claim letter.
a.
True
b.
False
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Chapter 08: Positive Messages
76. Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your
emotions.
a.
True
b.
False
77. Delay in writing a claim letter makes the claim appear less important to the receiver.
a.
True
b.
False
78. If you have a complaint against a company, you should begin by posting your comments online on various social
media sites.
a.
True
b.
False
79. When writing a positive review of a company or product, it’s best to include suggestions for improvement.
a.
True
b.
False
80. An adjustment message granting a claim should be arranged using the direct pattern.
a.
True
b.
False
81. Very few businesses make adjustments promptly.
a.
True
b.
False
82. A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we
have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows
generosity.
a.
True
b.
False
83. We apologize for any inconvenience this may have caused is a professional, sincere way to apologize in an adjustment
message.
a.
True
b.
False
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Chapter 08: Positive Messages
84. Avoid using words such as regret, inconvenience, and misunderstanding in adjustment message messages.
a.
True
b.
False
85. Goodwill messages⎯such as thank-you notes and condolence messages⎯are often more difficult to write than other
types of routine business documents.
a.
True
b.
False
86. Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.
a.
True
b.
False
87. Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to
extend my congratulations.
a.
True
b.
False
88. An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your
lovely home.
a.
True
b.
False
89. It’s not necessary to respond when you receive a written congratulatory note.
a.
True
b.
False
90. Because sympathy notes can be difficult to write, you should always purchase a commercial, preprinted sympathy
card to make the best impression.
a.
True
b.
False
91. ___________, positive messages are those that communicate straightforward requests, replies, and goodwill.
92. Business ____________________ are important when a permanent record is required, when a message is confidential,
and when formality is necessary.
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Chapter 08: Positive Messages
93. When you write messages that request information or action and think your request will be received positively, use the
____________________ organizational strategy.
94. The most emphatic positions in a message are the opening and ___________.
95. You should provide necessary details in the _________ of a message that requests information or action.
96. Action information and deadlines belong in the ____________________ of a routine request message.
97. The closing of a routine request that requires action may include an end ____________________ so that the reader
knows when an action is required.
98. Knowledgeable business communicators use a(n) ____________________ line in a routine response message to refer
to earlier correspondence so that in the first sentence they are free to emphasize the main idea.
99. Social media experts say that not every comment on the Web merits a response. They recommend responding to posts
only when you can add _____________, for example, by correcting false information or providing customer service.
100. ____________________ messages describe how to complete a task.
101. Remove the protective seal from the toner cartridge has been written in the ____________________, or command,
mood.
102. ____________________ (or complaint) letters are written by customers to identify or to correct a problem with
products or services they have purchased.
103. ____________________ (or straightforward) claims are those to which you expect the receiver to agree readily;
these claims are written using the direct organizational pattern.
104. Even in an age of digital communication, claims written as ___________ are taken more seriously than telephone
calls or e-mails.
105. In the ______________ of a claim message, explain the problem and justify your request. Provide the necessary
details so that the difficulty can be corrected without further correspondence.
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106. When a company receives a claim and decides to respond favorably, the response message is called a(n)
____________________.
107. Adjustment messages that grant customers' claims should be written using the ____________________
organizational pattern.
108. Deciding whether to ____________________ to a customer in an adjustment message is a debatable issue. Some
attorneys discourage doing so, but many customers appreciate it.
109. ____________________ messages express thanks, congratulations, recognition, and sympathy.
110. Goodwill messages should be selfless, specific, sincere, spontaneous, and ____________________.
111. Although e-mail is incredibly successful for both internal and external communication, many important messages
still call for letters. Business letters are necessary in four situations. List and give a work-related example of each of these
situations.
112. You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the
company network. Develop a numbered list containing at least five steps. Your list should be written clearly using parallel
structure.
113. Your company was charged twice last month for its rent. This amount is automatically deducted from your
company's checking account, and you just noticed the double entry for June. You must write a claim letter to your
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Chapter 08: Positive Messages
landlord asking for a refund of $3,000. Write a clear, concise claim letter. Because you expect your landlord to agree
readily, use the direct strategy. Write only the body of the letter, omitting the letter addresses, salutation, complimentary
close, and enclosure line.
2015.
Our rent is automatically deducted from our checking account each month (Account No. xxxxxxxxx). In June
114. You are a landlord for an office building. You just received a claim letter from a tenant asking for a refund of $3,000
for a duplicate rent payment in June. You check your records and find out that the June rent was deducted twice from the
tenant's bank account. You think this must have been a bank error, but the double amount was transferred to your bank
account. Write an adjustment letter to the tenant, and enclose a refund check. Write only the body of the letter, omitting
the letter addresses, salutation, complimentary close, and enclosure line.
115. Goodwill messages are used in business to express thanks, recognition, and sympathy. Explain why these messages
are valuable in the workplace and the five Ss that apply when writing them. Then describe three work-related scenarios
where it would be appropriate to send each of these types of messages.
