58. How does a polite request differ from a direct question?
a. A polite request ends with a question mark.
b. A polite request ends with a period.
c. A direct question ends with either a period or a question mark.
d. A direct question is the topic sentence of a routine request’s closing paragraph.
e. A polite request includes a statement of goodwill.
59. When asking several specific questions in a direct request message, do not
a. number each question.
b. cover only one topic in each question.
c. arrange the questions in a logical order.
d. use the indirect organizational plan.
e. word questions clearly and objectively.
60. To increase the probability that your request will be granted,
a. list as many in-depth questions as possible.
b. explain how the reader will benefit by doing what you ask.
c. include flattering statements to retain the interest of your reader.
d. persuade the reader that a timely response is critical.
e. mention the name of a reference before or after making the request.
61. The final paragraph of a request should not
a. sound friendly and positive.
b. offer to reciprocate.
c. take the reader’s cooperation for granted.
d. state and justify when the information or action is needed.
e. show appreciation for the assistance to be provided.
62. Which of the following is the most effective closing statement for a request message?
a. Thank you in advance for answering all my questions about your training workshops.
b. I would appreciate receiving your price list by November 3 so I can plan for a purchase in my December
budget.
c. Please send me background information about your new product line.
d. I trust that, if you want me to order merchandise from your company, you will respond by June 30.
e. I am in the process of planning a wedding reception and need some assistance.
63. Which of the following is not appropriate when preparing a reply?
a. Use the indirect organizational plan.
b. Put the “good news” in your first paragraph.
c. Respond to the request promptly.
d. Include answers to both implied and stated questions.
e. Answer questions even if readers do not want that response.
64. A reply is
a. sent in reply to a routine persuasive sales letter.
b. used when a routine request is being denied.
c. more effective when it follows the indirect organizational plan.
d. less effective when it follows the direct organizational plan.
e. an appropriate response when the request will be granted.
65. If you wait to respond to a request that you are granting, you
a. may lose the goodwill of the person making the request.
b. save the reader’s time.
c. put the reader in a positive frame of mind.
d. show professional courtesy and increase the reader’s interest.
e. reduce the opportunity for complying with the request.
66. Which of the following is the most effective opening sentence for a reply?
a. Your letter dated February 10 has been forwarded to my attention.
b. Thank you for requesting information about the new ClearSpeak phone.
c. Although we normally do not comply with requests such as yours, we are making an exception this time.
d. We are happy to enclose the information you requested about the ClearSpeak phone.
e. You will be pleased to know that we have received your letter today.
67. If you include sales promotion in a reply, you should
a. provide a great deal of detail for persuasive purposes.
b. put it in the first paragraph.
c. make it brief as well as subtle.
d. put it at the end of the friendly closing.
e. convince the reader that the product or service inquired about is superior to all others.
68. Which of the following statements about neutral or positive messages is incorrect?
a. They may be presented in any communication medium.
b. They may be internal or external.
c. They typically use the direct organizational pattern.
d. They cover routine topics.
e. They are not important to the success of the business.
69. Which of the following is not a courteous response?
a. We are happy to provide the information you requested.
b. We have reviewed your request and found that a response is justified.
c. Thank you for your request.
d. We are pleased that you would like more information about our service.
e. We hope you feel comfortable contacting us with any further questions.
70. Which of the following would be the most effective closing statement for a reply?
a. If you have any further questions, please do not hesitate to call me.
b. To receive a complimentary copy of Software Magazine, call 555-2458.
c. Thank you for your interest in our products.
d. I hope this information is of use to you.
e. Please place your order right away to avoid losing out on this special offer.
71. A customer who is dissatisfied with a product and wants a refund or replacement would be writing
a. a neutral message.
b. a positive message.
c. a routine request.
d. a persuasive message.
e. a viral message.
72. Which situation calls for a neutral message rather than a persuasive one?
a. The store charged you $46 instead of the advertised price of $55.
b. Your computer monitor malfunctioned two days after you purchased it.
c. The color of the personalized pencils you ordered is darker than in your previous shipment.
d. One week after you purchased a computer, the company put the same model on sale for $150 off the price
you paid.
e. The candy you ordered arrived too late to be given as a Mother’s Day present.
73. A written message is the best choice
a. when you need to have a quick interaction.
b. when you need a record of your conversation.
c. when the matter is simple and your colleague is next door.
d. when the email system isn’t working.
e. when the customer has indicated that an IM is appropriate.
74. A message is neutral if
a. you are posting a comment about a poor service experience.
b. you expect the reader will do as you ask without having to be persuaded.
c. you are asking a company to accept a product return that is two weeks past the stated date in the return
policy.
d. you expect some resistance to your request.
e. you hope to convince the reader to accommodate your unique requirements.
75. Which of the following is not good advice for making a request?
a. Use a direct question, polite request, or statement.
b. Provide choice by asking more questions than absolutely necessary.
c. Show how others benefit from your receiving the requested information.
d. Explain why you’re making the request.
e. Close on a friendly note.
76. Which of the following is not a good reason to use IM at work?
a. You need to convey information quickly.
b. You need to send confidential business information.
c. You have a simple question.
d. You need a fast response from someone.
e. You know that your supervisor appreciates a quick update using IM.
77. What type of message would you write to say that a customer’s request for a refund has been approved?
a. negative
b. sales
c. positive
d. persuasive
e. goodwill
78. “R U redy to go nw?” would be an appropriate workplace IM only if
a. you were in a real hurry.
b. you were willing to follow up the message with an explanatory email.
c. you know that no computer viruses will be shared.
d. the recipient has used the abbreviations first.
e. the recipient is under 30 years old.
79. A response to a neutral message should be organized in this order:
a. (1) apology, (2) good news, (3) explanation, (4) courteous closing.
b. (1) explanation, (2) questions answered, (3) good news, (4) courteous closing.
c. (1)explanation,(2)goodnews,(3)clichédclosing.
d. (1) good news, (2) questions answered, (3) subtle company promotion, if appropriate, (4) courteous closing.
e. (1) good news, (2) questions answered, (3) explanation, (4) good news reiterated in the closing.
80. Research shows that customers expect a response within
a. 24 hours.
b. ten minutes.
c. only when the situation is urgent.
d. five days.
e. one hour.
81. Which of the following is an appropriate response to a request for information?
a. Because your satisfaction is important to us, we will send you the information you expect.
b. Our service technician carefully examined the list of questions you submitted.
c. Reading the owner’s manual or checking our easy-to-use website will provide the answers you seek.
d. We are pleased to provide the information you requested.
e. We have decided to provide the information you seek, due to your long association with our organization.
82. Recognition notes
a. point the blame at a particular individual in your company.
b. will make others feel jealous.
c. specify what the person did and how it benefited the organization.
d. are worthwhile additions to the sender’s career portfolio.
e. should always be handwritten for the greatest impact.
83. Which of the following would not be an appropriate reason to send a thank-you note?
a. A friend sends you a gift.
b. You complete a job interview.
c. A former supervisor writes you a recommendation letter.
d. You receive an A grade on an exam.
e. You receive a scholarship.
84. Which of the following statements about online customer communication is not correct?
a. It includes public comments on review sites, blogs, and social networks.
b. It allows companies to win customers online.
c. It carries higher stakes than most paper communication.
d. It allows companies to respond to, but not anticipate, customer concerns.
e. It may allow companies to build a positive reputation online.
85. Which of the following should you not do in a goodwill message?
a. Write out of a sense of kindness or friendship.
b. Write promptly so the event is still fresh in the reader’s mind.
c. Use a direct organizational plan.
d. Mention a business objective.
e. State your main idea early in the message.
86. Which of the following is a goodwill message?
a. a note of congratulations
b. a direct request for product information
c. a persuasive request for an adjustment when the customer is at fault
d. a complaint message that includes positive comments about the company
e. a sales promotion letter
87. When writing a goodwill message, you should
a. type the note so that it is easier to read.
b. discuss resale in the closing.
c. use a sincere tone.
d. use the indirect organizational approach.
e. use a form letter for efficiency.