1. A study conducted using 837 business school graduates with varying years of experience found
they spent over one-fourth of their time at work writing.
2. The “you” attitude deals with the writer’s feelings and should be expressed as such when
writing.
3. The audience is most likely to ask the question “What is the purpose of this message?”
4. The writers should use words such as claim, allege, problem, damage and regret to convey the
seriousness of the letter.
5. If the writer chooses the direct strategy, the introduction of a letter should take as long as
needed to orient the reader so they can know what to expect in the remaining part of the letter.
6. An appropriate strategy for negative situations is the indirect one.
7. The indirect letter begins with a buffer.
8. Negative news should be stated in the middle of the body paragraph of an indirect letter.
9. Although a claim letter deals with something negative, it should be written directly.
10. Claim letters should detail both the problem and the actions required for satisfaction.
11. Positive responses to claims never need explanation.
12. An indirect approach in responses to inquiries should have reasons for denying the request
followed by the refusal.
13. Most claim refusal letters close with an apology.
14. In a persuasive request, it is not a good idea to anticipate and answer the possible objections
15. When contacting a boss by memo or e-mail, writers should also copy their immediate
supervisors.
16. While notification memos are appropriate for groups, request memos can be directed only to
individuals.
17. It is professionally appropriate for a laid off employee to send a mass e-mail announcing his
or her departure.
18. Since managers write so many e-mails every day, they are not held to the same writing
standards as letters.
19. “Please do not hesitate to contact me” is preferred over “Please contact me” because it sounds
more businesslike.
20. The basis for organizing a business message is the “you” attitude.
21. An easy way to deliver a negative message in a positive tone is to stress reader benefits.
22. Letter writers who prepare messages matching their readers’ interest are using
23. The “you” attitude
24. The “you” attitude does not
25. Which strategy is used for letters that convey good news?
26. Which of these strategies softens negative news?
27. The closing of an inquiry letter should
28. When writing a positive response to an inquiry,
29. Negative responses to an inquiry should begin with
30. Which of the following items should appear in the close of a letter denying a claim?
31. The opening of a persuasive request should
32. The most frequently used medium of communication within an organization is the
33. Which of the following is not a standard heading for a memo?
34. Which of the following is the most frequent reason memos are used in an organization?
35. Announcements are considered which type of memorandum?
36. Which type of memo may be either direct or indirect?
37. Memos and e-mails written by managers are considered to be
38. An easy way to find positive words for a negative message is to
39. The paper quality of a letter is an example of
40. The direct approach is an appropriate strategy for
41. The indirect approach is an appropriate strategy for
42. “BIF” stands for
43. “BILL” stands for
44. You can improve the reader’s response to bad news when you
45. For which of the following should you use the direct strategy?
46. For which of the following should you use the indirect strategy?
47. Which of the following is a good reason not to apologize?
48. Which is the best strategy when there is significant damage or injury?
49. How can a letter writer de-emphasize the negative in letters?
50. What are some of the tactics one should avoid in writing an initial claim letter?
51. How can goodwill be built in a refused claim? What dangers exist in offering an unexplained
compromise?