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Indicate whether the statement is true or false.
1. Most routine request and response messages should be organized using the indirect strategy.
a. True
b. False
2. Action information, including deadline dates, should be placed in the body of a routine request message.
a. True
b. False
3. Thank you in advance for your cooperation is an effective way to show appreciation in a request letter.
a. True
b. False
4. Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.
a. True
b. False
5. Phone calls and e-mail messages are usually taken more seriously than a written claim letter.
a. True
b. False
6. Adjustment messages should avoid words such as regret, inconvenience, and misunderstanding.
a. True
b. False
7. In an information request message to which you expect no resistance, your first sentence should provide explanation or
justification before the request.
a. True
b. False
8. Goodwill messages (those expressing thanks, recognition, or sympathy) are often more difficult to write than other
types of routine business documents.
a. True
b. False
9. An adjustment message granting a claim should be arranged using the direct pattern.
a. True
b. False
10. When writing a positive review of a company or product, it’s best to include suggestions for improvement.
a. True
b. False
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11. We apologize for any inconvenience this may have caused is a professional, sincere way to apologize in an adjustment
message.
a. True
b. False
12. The following sentence could serve as an effective opening for a message of thanks: Thanks, Lyndsay, for hosting our
class last Friday evening at your lovely home.
a. True
b. False
13. In the workplace, most messages are positive or neutral and, therefore, direct.
a. True
b. False
14. Social media have drastically shortened business response times to claims.
a. True
b. False
15. It’s not necessary to respond when you receive a written congratulatory note.
a. True
b. False
16. 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
17. Instructions will be most readable if the steps are presented in a bulleted vertical list.
a. True
b. False
18. The following statement is an effective way to grant a customer’s claim: 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.
a. True
b. False
19. Business letters are still used to deliver information inside of an organization.
a. True
b. False
20. Straightforward, direct claims are those to which you expect the receiver to agree readily.
a. True
b. False
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21. Social listening refers to businesses tracking social media platforms for chatter about their brands.
a. True
b. False
22. When you as a customer write to identify a wrong or ask a company to fix a problem, the message is called
an adjustment.
a. True
b. False
23. Business letters remain a powerful tool to promote services and products, boost online and retail traffic, and enhance
customer relations.
a. True
b. False
24. Waiting a few weeks to write a claim letter increases your chances of getting what you are requesting.
a. True
b. False
25. Individual consumers can become powerful brand ambassadors by championing certain products online.
a. True
b. False
26. 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
27. Pull the red lever is an example of an instruction in the imperative mood.
a. True
b. False
28. It gives me great pleasure to extend my congratulations is an effective way to begin a goodwill message.
a. True
b. False
29. Businesses and professionals can take individuals to court for negative comments online.
a. True
b. False
30. Here is the information you wanted about . . . is a forceful and efficient way to open a message responding to an
inquiry.
a. True
b. False
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Indicate the answer choice that best completes the statement or answers the question.
31. 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. The contract must be signed immediately.
32. Your firm’s policy is to respond to selected 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. Take this opportunity to name your competitors and explain how much better your products are.
c. Avoid admitting mistakes.
d. Remind customers that they do not have to buy your products.
33. Routine request and response messages should be written using ________.
a. the indirect strategy
b. persuasive techniques
c. the direct strategy
d. heightened emotion
34. Which of the following is the most effective subject line for a routine response message?
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!!
35. 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.
36. 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. Soliciting donations for a community charity event
d. Telling all employees how to purchase parking permits
37. Your response to a congratulatory note or other goodwill message ________.
a. is frowned upon because it extends the conversation unnecessarily
b. is equivalent to saying You’re welcome when someone has said Thank you
c. should further detail your hard work and good qualities
d. should suggest that you don’t deserve the praise or attention
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38. When developing the tone for a claim letter, ________ .
a. assume that the person reading your message is directly responsible for the problem
b. realize that heightened emotion will be necessary to get what you are hoping to receive
c. remember that smart businesses know that retaining a customer is far less costly than recruiting a new one
d. avoid attempts at goodwill so that you sound more authoritative
39. Which of the following is the best opening for a straightforward claim letter?
a. I have been a loyal customer of your restaurant 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. I will not be returning to your restaurant unless you credit my Visa account immediately.
40. Where should you place the main idea in a business letter that you expect to be received positively?
a. The last sentence
b. The closing paragraph
c. The first sentence
d. Midway through the body
41. Anticipating future business is an effective way to ________ in the closing of an adjustment message.
a. ignore the customer’s frustration
b. meet your sales quotas
c. express confidence that the problem has been resolved
d. apologize sincerely
42. 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.
43. What is the most accurate statement about posting complaints online?
a. Letting off steam makes other consumers respect you and ensures that you’ll get a reply from the company.
b. Social media posts can make complainers seem irrational.
c. Anonymous complaints made online cannot be tracked to the writer.
d. Your comments should be long to get the attention of readers.
44. 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.
45. In the closing of an instruction message, you should try to show the ________ the organization or individual will
receive by following the instructions.
a. recognition
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b. benefits
c. profit
d. products
46. 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. Issue a formal apology even if the company is not at fault.
47. The majority of your writing on the job will involve ________.
a. negative messages
b. routine, positive messages
c. persuasive messages
d. entertaining messages
48. 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.
49. During the third phase of the 3-x-3 writing process, Stephen asks himself the following questions about his message:
Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others, will
they need further explanation? In asking these questions, he is evaluating his message for ________.
a. correctness
b. tone
c. clarity
d. goodwill
50. Deadlines and action information should be placed in the ________ of a routine request message.
a. introduction
b. body
c. closing
d. subject line
51. 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.
52. A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do
first?
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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.
53. ________ establish rules of conduct to be followed within an organization.
a. Instruction messages
b. Policies and procedures
c. Grievances
d. Claims
54. 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.
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.
55. The opening of a direct claim letter should ________.
a. explain the problem in detail and justify your request
b. express anger 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
56. 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. Wow, you finished your master’s. Awesome!
c. Good luck in the future.
d. Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.
57. The body of a direct claim letter should ________.
a. offer a sincere compliment or point of agreement
b. show that you are angry about the situation so that you will be taken seriously
c. explain the problem and justify your request
d. summarize your action request
58. Will 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.
59. Kevin is writing a routine e-mail request that he believes will be received positively. The main idea or purpose of his
message should be placed in ________.
a. the body
b. the opening
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c. the closing
d. an attachment
60. 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
61. Because customers are already upset, the language of adjustment messages should be particularly ________.
a. adamant
b. sensitive
c. negative
d. vague
62. In writing adjustment messages to customers, your goal should be to ________.
a. avoid admitting an error
b. regain the confidence of the customer
c. ensure that the customer posts a positive online review
d. issue a formal apology
63. 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. Phone call
d. Letter
64. Writing for social media ________.
a. does not require close proofreading because it is informal
b. requires you to consider only external audiences
c. shines a close light on your writing skills and can affect your career
d. is completely different from writing traditional business documents
65. Which of the following is most accurate about sending goodwill messages via e-mail?
a. You should send a goodwill message via e-mail only if you do not know the receiver personally.
b. E-mail is best for messages of sympathy.
c. Handwritten notes for goodwill messages are the most impressive and lasting.
d. Handwritten notes are often viewed as intrusive and impersonal.
66. 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.
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d. I am hoping you will be able to provide more information about one of your new products.
67. Avoiding pretentious, formal, or flowery language is the best way to ensure that your goodwill message is ________.
a. selfless
b. specific
c. sincere
d. short
68. 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
69. 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. You should not expect a company to respond positively, so you should begin by demanding action.
70. Which of the following is the best example of a situation justifying a straightforward claim?
a. The transmission in your car gave out after the warranty period.
b. A shipment arrived two weeks after it was promised.
c. You were charged a late fee for paying a bill late.
d. You are seeking a price adjustment for an item you purchased last month at full price but is now on sale.
71. A business letter is a better channel choice than e-mail when ________.
a. the matter requires confidentiality
b. you want to be less formal
c. time is of the essence
d. you are writing to an internal audience
72. Of the following questions, which 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?
73. 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
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74. Devon is welcoming a new customer to his company’s accounting services. How should Devon contact this customer?
a. E-mail
b. Text message
c. Phone call
d. Letter
75. What is the most accurate statement about goodwill messages?
a. Since people communicate so frequently today, goodwill messages are not as important as they once were.
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.
76. 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.
77. 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?
78. 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
79. Allison has used a bulleted list, ample amounts of white space, and headings in an e-mail message to her supervisor.
In doing so, she is trying to ________.
a. save herself time
b. save her supervisor’s time
c. persuade her supervisor
d. evaluate her message
80. 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.
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81. Avoiding such comments as I remember when I … is important in making sure that your goodwill message is
________.
a. selfless
b. specific
c. sincere
d. short
82. Messages providing instructions will be most readable if you arrange the steps ________.
a. in alphabetical order
b. vertically using numbers
c. beginning each with a noun phrase
d. vertically using bullets
83. Which of the following statements most effectively focuses on reader benefits?
a. I appreciate this information, which will enable me to submit my report by Friday’s deadline.
b. Your prompt reply will allow us to serve you faster and better.
c. We can provide a password after we receive the completed form.
d. If you skip any sections, it will cause a delay in our processing.
84. Which of the following is the best opening for an adjustment message?
a. Unfortunately, your negative experience with our restaurant reflects a common complaint by our customers.
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.
85. 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.
86. The first sentence of an information request is usually a(n) ________ or a polite command.
a. question
b. explanation
c. justification
d. friendly greeting
87. 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.
88. Which of the following is the best example of placing the most important information first in a routine information
request message?
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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.
89. 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.
90. 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
b. Phone call
c. Memo
d. Letter
Enter the appropriate word(s) to complete the statement.
91. Fill in the blank in the following sentence:
Social media experts say that not every comment on the Web by a customer merits a response. They recommend
responding to posts only when you can add ________ – for example, by correcting false information or providing
customer service.
92. Fill in the blank in the following sentence:
When you write messages that request information or action and think your request will be received positively, use the
_________ organizational strategy.
93. Fill in the blank in the following sentence:
Business letters are important when a permanent record is required, when a message is confidential, and when ________
is necessary.
94. Fill in the blank in the following sentence:
Routine, positive messages are those that communicate straightforward requests, replies, and ________.
95. Fill in the blank in the following sentence:
Use the ________ organizational strategy for claims to which you expect the receiver to agree readily.
96. Fill in the blank in the following sentence:
Deciding whether to ________ to a customer in an adjustment message is a debatable issue. Some attorneys discourage
doing so, but many customers appreciate it.
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97. Fill in the blank in the following sentence:
Avoiding pretentious, formal, or flowery language in a goodwill message helps to ensure that your message seems
_______.
98. Fill in the blank in the following sentence:
The primary focus of a(n) _______ message is on how you are complying with the request, how the problem occurred,
and how you are working to prevent its recurrence.
99. Fill in the blank in the following sentence:
Action information and deadlines belong in the ________ of a routine request message.
100. Fill in the blank in the following sentence:
To ensure your safety, please read the user manual before operating your replacement drill focuses on reader _______.
101. Fill in the blank in the following sentence:
________ (or complaint) letters are written by customers to identify or to correct a problem with products or services they
have purchased.
102. Fill in the blank in the following sentence:
When a company receives a claim and decides to respond favorably, the response message is called a(n) ________.
103. Fill in the blank in the following sentence:
Remove the protective seal from the toner cartridge has been written in the ________, or command, mood.
104. Fill in the blank in the following sentence:
Goodwill messages should be selfless, specific, sincere, spontaneous, and ________.
105. Fill in the blank in the following sentence:
A company’s review of social media sites to gather data for the purpose of improving business strategy and customer
service is called social _______.
106. Fill in the blank in the following sentence:
Planning for ________ is important in helping you determine whether your message has been successful. You can do this
by asking questions such as Are you comfortable with these suggestions? or What do you think?
107. Fill in the blank in the following sentence:
________ messages express thanks, congratulations, recognition, and sympathy.
108. Fill in the blank in the following sentence:
You might want to avoid beginning with Will you please … because, although such a statement sounds like a question, it is
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109. Fill in the blank in the following sentence:
The most emphatic positions in a message are the opening and ________.
110. Fill in the blank in the following sentence:
Even in our digital era, claims written as ________ are taken more seriously than telephone calls or e-mails.
111. 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
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.
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. 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 indicating that you are enclosing a refund check. Write only the body of
the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.
114. Identify and explain the five Ss key to writing effective goodwill messages. Then, share two types of goodwill
messages and write an effective example of each.
115. Although e-mail is effective for both internal and external communication, many important messages still call for
letters. Identify four situations calling for business letters and provide a workplace example of each.
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Answer Key
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