Unlock document.
This document is partially blurred.
Unlock all pages and 1 million more documents.
Get Access
1. When you use the direct organizational plan for a neutral message, you present the details before the primary idea.
a. True
b. False
2. Because neutral messages address readers inside the organization, they are inappropriate for external readers.
a. True
b. False
3. Consider writing a neutral message when you want a permanent record of the content or when you need to reach
many employees at once.
a. True
b. False
4. When you believe that the reader will not need persuasion to do what you ask, you can use a neutral message.
a. True
b. False
5. A polite request phrased as a question out of courtesy must end with a question mark.
a. True
b. False
6. You can begin a request with a direct question, a statement, or a polite explanation.
a. True
b. False
7. The reader is less likely to omit a response to one question if you number all your questions in a neutral message.
a. True
b. False
8. A request letter does not need to contain background information for the reader.
a. True
b. False
9. Discussing reader benefits encourages the reader to comply with your request.
a. True
b. False
10. Put yourself in the reader's position to think about what information you should include in a request so the reader
can respond appropriately.
a. True
b. False
11. In the closing of a neutral message, write in a friendly, positive tone, and express appreciation for the assistance
you are requesting.
a. True
b. False
12. A request typically begins by stating and justifying the requested deadline.
a. True
b. False
13. A reply that grants the reader's request should follow the direct organizational pattern.
a. True
b. False
14. Research shows that many customers expect a response to a request within 24 hours.
a. True
b. False
15. The first paragraph of a positive reply should build goodwill by approaching the topic in an indirect manner.
a. True
b. False
16. In a reply, avoid answering a reader's question if the answer is not what the reader wants to know.
a. True
b. False
17. When writing a reply, use objective, clear language to answer the reader's implied and stated questions.
a. True
b. False
18. When writing a reply, you can build goodwill for your company or product by including extensive sales promotion
details.
a. True
b. False
19. Instant messaging is a good choice for simple or complex messages that require quick responses.
a. True
b. False
20. Because IMs are personalized, you may want to use them in ways that reflect your own personality rather than the
norms of business communication in your specific organization.
a. True
b. False
21. IMs are quick, short, and once sent are gone forever.
a. True
b. False
22. Writeafriendly,personalizedclosingtoeveryreply,ratherthanrelyingonclichés.
a. True
b. False
23. Almost any nickname or cute handle will work as a screen name for using IM at work.
a. True
b. False
24. Using IM allows you to avoid the hassle of following grammar and punctuation standards.
a. True
b. False
25. When using IM, avoid abbreviations, such as "u" and "r" unless the recipient has used them first.
a. True
b. False
26. Whether you use email or IMs, you should avoid opening attachments unless you trust the source.
a. True
b. False
27. Customers may expect a response to their online requests within an hour or two.
a. True
b. False
28. Some customer requests are so trivial or misguided that it's appropriate to make a terse reply.
a. True
b. False
29. Before announcing the "good news" in your response to a request, you need to write a sentence or two to provide
context and acknowledge that you received the request.
a. True
b. False
30. To save time on responses, create a form letter that begins "Dear Sir or Madam" that can be used for a variety of
situations.
a. True
b. False
31. A simple request should be treated as an opportunity to conduct extensive sales and promotion activities.
a. True
b. False
32. When initiating an IM, follow the grammar, punctuation, and capitalization standards within the organization.
a. True
b. False
33. An effective response to a customer inquiry includes personalized, thorough information.
a. True
b. False
34. Goodwill messages may convey congratulations, sympathy, or rejection.
a. True
b. False
35. Recognition notes are typically sent to an employee's supervisor, who may decide not to show the employee
mentioned in the note.
a. True
b. False
36. Recognition notes should be handwritten, but not sent electronically.
a. True
b. False
37. Smart companies monitor and respond to all social media posts about the company.
a. True
b. False
38. Companies typically respond to critical online customer feedback, but they ignore highly positive posts because the
customer is already well satisfied.
a. True
b. False
39. Companies should respond quickly to any social media post that is degrading or insulting.
a. True
b. False
40. An appropriate company response to a social media post that contains factual errors is to provide the facts that
have been misrepresented.
a. True
b. False
41. "No Response" (ignoring) is a valid option for companies finding positive comments online.
a. True
b. False
42. Aggregators scan the web for comments about a company, and then analyze what they find.
a. True
b. False
43. Goodwill messages have no business objectives.
a. True
b. False
44. Because it requires no extra effort for the sender or receiver, a phone call is a more thoughtful way to convey a
goodwill message than a written note.
a. True
b. False
45. Companies should respond to highly positive online comments with a formal official company response.
a. True
b. False
46. The direct approach is recommended for goodwill messages, even those conveying sympathy.
a. True
b. False
47. You should send congratulatory notes for major business achievements to suppliers and customers, but not to
coworkers.
a. True
b. False
48. Handwritten thank-you notes appear more personalized and sincere than typed thank-you notes.
a. True
b. False
49. When writing about an emotional event such as someone's serious illness, use strong, formal language and avoid
referring to the person or event in direct terms.
a. True
b. False
50. When writing a sympathy note, do not dwell on your memories of the person who died.
a. True
b. False
51. Which of the following messages is not considered neutral?
a. a consumer complaining about a minor product defect
b. a manager notifying employees of a small policy change
c. top management announcing a decision to close a factory
d. a customer applying for a store credit card
e. a government agency responding to a request for a brochure
52. The direct organizational plan
a. provides evidence and details before the primary idea.
b. is often used for persuasive and bad-news messages.
c. gets to the point quickly by stating the main idea first.
d. introduces the writer to the reader in the first paragraph.
e. is rarely used for routine messages.
53. A request is not neutral if you
a. believe that the reader will object to granting your request.
b. anticipate no resistance from the reader responding to your request.
c. think the reader will appreciate the opportunity to comply with your request.
d. are making a simple request without persuasion.
e. put a direct question or polite request in the first sentence or two.
54. One advantage of the direct organizational plan is that it
a. gives reasons up front to prepare the reader for negative news.
b. positions the major news first.
c. results in shorter messages.
d. presents key topic sentences before subsequent ideas.
e. arranges supporting details in order of priority.
55. You should use the direct organizational plan when you
a. are not able to grant a customer's request.
b. expect resistance and must persuade someone to do what you ask.
c. must describe situations that are delicate or confidential.
d. are explaining an important decision that will adversely affect the reader.
e. are conveying routine information in which the reader is interested.
56. You should start a request
a. by asking for an immediate response.
b. with the request, which is the main idea.
c. with a rhetorical question to attract reader attention.
d. by explaining why you need the information you're requesting.
e. with a sentence of appreciation for the reader's cooperation.
57. Which of the following is an example of a polite request?
a. Would you please provide information about your new digital camera.
b. You need to send me more information about your digital camera product line.
c. When will you mail the requested information about the digital camera?
d. Your digital camera may be what our desktop publishing department needs.
e. Thank you for providing the information by March 15.
