1. Most workplace messages are
a.
sent via text message.
b.
placed on Post-It notes in the employees’ lounge.
c.
positive or neutral.
d.
long and ambiguous.
2. Most workplace messages should be organized
a.
indirectly.
b.
chronologically.
c.
directly.
d.
topically.
c
Most workplace messages should be organized directly by revealing the main idea first.
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Routine Messages: E-Mails, Memos, and Letters
Bloom’s: Knowledge
3. Which of the following is not a routine business message?
a.
An e-mail message to a coworker that confirms the time for an upcoming meeting
b.
A letter to a customer denying his or her request for credit
c.
An e-mail reply to a customer acknowledging that his or her order has been shipped
d.
An all-staff memo that outlines the new procedures for processing returned merchandise
Moderate
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c
Easy
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Routine Messages: E-Mails, Memos, and Letters
Bloom’s: Knowledge
4. Which of the following is not one of the most frequently used communication channels in businesses today?
a.
b.
c.
d.
E-mails, memos, and letters are the most frequently used communication channels used in
Easy
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Routine Messages: E-Mails, Memos, and Letters
Bloom’s: Knowledge
5. Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?
a.
Businesses use memos to deliver positive messages internally and externally, but they use formal business
letters to deliver negative messages.
b.
E-mail delivers most internal communication, hard-copy memos deliver most external communication, and
letters communicate only legal issues.
c.
Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication
for delivering messages outside an organization.
d.
Businesses today use e-mail, memos, and letters interchangeably for all audiences, purposes, and messages.
c
Although e-mail is the No. 1 communication channel, businesses continue to rely on letters
Moderate
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Routine Messages: E-Mails, Memos, and Letters
Bloom’s: Comprehension
6. Although e-mail is successful for both internal and external communication, you should still use letters when
a.
you need immediate feedback.
b.
the message must reach your reader very quickly.
c.
formality and sensitivity are essential.
d.
you have too little time to proofread.
c
for writing letters include the need for a permanent record; the need for confidentiality; and
Routine Messages: E-Mails, Memos, and Letters
Bloom’s: Application
7. In which of the following situations should you send a letter instead of an e-mail message?
a.
You are planning a sales team meeting.
b.
You are asking leading members of the community to contribute to a fundraising event to improve local parks.
c.
You are inviting employees to the annual sales seminar.
d.
You are reminding employees of Friday’s divisional meetings.
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Routine Messages: E-Mails, Memos, and Letters
8. Which statement about the format of a business letter is most accurate?
a.
Legal agreements are invalid if they do not demonstrate the correct letter format.
b.
All business letters will use the block formatting style.
c.
The appearance of a business letter can send nonverbal messages about a sender to a receiver.
d.
All answer choices are accurate.
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Routine Messages: E-Mails, Memos, and Letters
Bloom’s: Comprehension
9. In the popular block letter format, which of the following guidelines apply?
a.
Use ragged, unjustified right margins.
b.
Use fully justified margins on all sides and center the body of the letter on the page.
c.
Start the sender’s address, the dateline, and the complimentary close at the midpoint; align all other letter parts
the need for a persuasive, well-organized presentation.
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Routine Messages: E-Mails, Memos, and Letters
Bloom’s: Knowledge
at the left margin.
d.
Double-space all content to improve readability.
10. When business writers request information or action that will likely be received positively, they should frontload their
messages, which requires
a.
including an attachment.
b.
proofreading only the beginning of a letter.
c.
including a salutation or greeting.
d.
putting the most significant statement first.
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Typical Request, Response, and Instruction Messages
Bloom’s: Knowledge
11. Which of the following is an effective opening for a routine request message?
a.
Please answer the following questions about your Web services.
b.
My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
c.
I recently read an article about your firm in the local newspaper.
d.
Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area.
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LEARNING OBJECTIVES:
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Routine Messages: E-Mails, Memos, and Letters
Bloom’s: Knowledge
12. Which part(s) of your messages are readers likely to find most interesting and read first?
a.
Footnote
b.
Opening and closing
c.
Middle paragraphs of justification and explanation
d.
Salutation
Easy
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Typical Request, Response, and Instruction Messages
Bloom’s: Knowledge
13. Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las
Vegas. She has lots of questions and decides to write a routine informational message. How should she present these
questions in her message?
a.
As a separate enclosure
b.
In a bulleted or numbered list in the body of her message
c.
In paragraph form in the body of her message
d.
In a follow-up e-mail
Moderate
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Typical Request, Response, and Instruction Messages
Bloom’s: Application
14. The body of a routine request message presents
a.
details explaining the request.
b.
action responses from the receiver.
c.
deadlines and approvals from governmental agencies.
d.
cost-to-benefit ratio analyses.
a
Typical Request, Response, and Instruction Messages
Bloom’s: Application
15. End dates and specific actions in a routine request message should be placed in the
a.
introduction.
b.
body.
c.
closing.
d.
enclosure notation.
ANSWER:
c
express appreciation. Readers look for action information in your closing paragraph.
POINTS:
DIFFICULTY:
Easy
REFERENCES:
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TOPICS:
Typical Request, Response, and Instruction Messages
16. Which of the following would be the most effective closing statement in a routine action request message?
a.
Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.
b.
We hope you can get our work completed in a timely manner.
c.
Thank you in advance for sending a copy of the contract for installation of a new HVAC system by April 1.
d.
I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible
convenience.
ANSWER:
a
for the end date; thus it is the most effective closing statement.
POINTS:
DIFFICULTY:
Moderate
REFERENCES:
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TOPICS:
Typical Request, Response, and Instruction Messages
KEYWORDS:
Bloom’s: Application
17. In responding positively, you will want to
POINTS:
DIFFICULTY:
Easy
REFERENCES:
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TOPICS:
Typical Request, Response, and Instruction Messages
KEYWORDS:
Bloom’s: Knowledge
a.
focus your message first on resale or on the promotion of other business products.
b.
apply the same direct pattern used in making requests.
c.
start with an explanation of the reasons the request is granted.
d.
apply an indirect pattern to demonstrate respect for the recipient.
18. A subject line in a direct reply letter
a.
is mandatory.
b.
generally refers in abbreviated form to previous correspondence and/or summarizes a message.
c.
must be written as a complete sentence.
d.
identifies the sender and his or her company.
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Typical Request, Response, and Instruction Messages
Bloom’s: Knowledge
19. Which of the following is the most effective opening sentence for a response message?
a.
Your letter of June 23, in which you sought information about our corporate travel packages, has been
referred to me for reply.
b.
This is to inform you that we received your letter of June 23 seeking information about our corporate travel
packages.
c.
Yes, we can put together a corporate travel package that will meet your needs and fit your budget.
d.
Thank you so much for your interest in our corporate travel packages.
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Typical Request, Response, and Instruction Messages
Bloom’s: Comprehension
20. The conclusion of a response message should
a.
avoid repeating the information provided or referring to its use.
b.
include familiar expressions such as “If I may be of further assistance, please don’t hesitate to call me.”
c.
provide specifics if further action is required.
d.
omit the sender’s name to avoid legal liability.
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Typical Request, Response, and Instruction Messages
Bloom’s: Knowledge
21. Which of the following sentences most effectively presents promotional materials in a message responding to a
customer inquiry?
a.
We offer an outstanding variety of thank-you gifts for our most valuable customers.
b.
You will find that our top-selling host gift baskets not only welcome your guests but also save you money and
time compared to individually purchasing and assembling your host baskets on site.
c.
Can I interest you in anything else?
d.
If I can be of further assistance with any of our other fine products, do not hesitate to contact me.
reader benefits.
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Typical Request, Response, and Instruction Messages
Bloom’s: Application
22. One important guideline when preparing instructions is to
a.
follow an indirect approach to soften the impact of the demand for compliance.
Typical Request, Response, and Instruction Messages
Bloom’s: Application
b.
begin with an admonition or warning of the punishment for failure to comply fully with directions as written.
c.
put all steps of the instructions in one paragraph.
d.
divide the process into logical steps and present them in the correct order.
23. Which of the following sentences is not a parallel step in this set of instructions?
a.
List the required education, work experience, and technical skills in Section 2.
b.
Contact the director of human resources to obtain a job-posting identification number.
c.
Placing age or gender preference in the candidate qualifications section creates legal jeopardy.
d.
Identify the division, department, and supervising agent for this position in Section 3.
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Typical Request, Response, and Instruction Messages
Bloom’s: Application
24. In writing messages that deliver instructions, what advice should you follow?
a.
Use an autocratic tone to establish the importance of the instructions.
b.
Assume that employees want to contribute to the success of the organization.
c.
Focus on the steps in the procedure and let the tone take care of itself.
d.
Criticize the person(s) responsible for trouble with previous procedures and then praise the person(s)
responsible for the new procedure.
success and to their own achievement, and avoid placing blame for failures or problems.
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sequence, causing instructions to fail.
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Typical Request, Response, and Instruction Messages
Bloom’s: Knowledge
25. Which of the following statements about claims is most accurate?
a.
If you expect that your claim will be granted, a letter or e-mail message is not necessary.
b.
Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call.
c.
All claim messages should be written using the indirect strategy.
d.
Smart businesses dislike receiving claim messages because it means they did something wrong.
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Direct Claims and Complaints
Bloom’s: Comprehension
26. Arika is following the three-part plan to write a claim message about a problem with her digital communication
service bundle. What should she put in her opening?
a.
A clear description of the desired action
b.
An explanation of the nature of her problem with the digital communication service bundle
c.
A goodwill statement and end date
d.
Her phone number
her goodwill statement and end date in the closing.
REFERENCES:
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Direct Claims and Complaints
Bloom’s: Knowledge
27. Which of the following openings is most appropriate for a claim message?
a.
For the past four years, we have held our annual banquet at your fine restaurant.
b.
On January 31 a number of our employees attended a banquet at your restaurant.
c.
Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.
d.
We were extremely upset to learn that we were charged too much for our banquet.
reader in the opening. Only “Please process a refund for $68 to reimburse us the amount we
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Typical Request, Response, and Instruction Messages
Bloom’s: Knowledge
28. You can improve the effectiveness of a claim message by
a.
using a few threatening words to get your point across.
b.
providing a detailed timeline of what happened and the specific person who is to blame for the problem.
c.
explaining the problem with necessary details.
d.
including a subtle reference to your attorney or to the Better Business Bureau.
people are not effective techniques.
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Direct Claims and Complaints
Bloom’s: Knowledge
29. Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will
a.
assume the company understands his request without explanation.
b.
use emotional language to show how upset he is about the situation.
c.
assume the company purposely tries to cheat its customers.
d.
identify enclosed copies of all pertinent documents.
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Direct Claims and Complaints
Bloom’s: Knowledge
30. When service is involved in a claim, you should
a.
demand a full refund of the service fee and a repeat service call.
b.
avoid naming the service representatives involved or otherwise identifying responsible company employees.
were overcharged for our banquet” clearly states the action in an appropriate tone.
ESBC.GULO.16.06.03 – 06.03
Direct Claims and Complaints
Bloom’s: Application
c.
cite names of individuals spoken to and dates of calls.
d.
enclose a photograph of yourself crying or suffering other severe emotional distress because of the poor
service.
31. In the closing of a claim message, you should
a.
justify and explain your request.
b.
promote goodwill and summarize your request.
c.
reference all copies of pertinent documents enclosed.
d.
warn the company that failure to comply could cause legal action.
of your request in the closing. The justification, explanation, and reference to pertinent
Easy
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Direct Claims and Complaints
Bloom’s: Knowledge
32. Which of the following sentences represents an appropriate end date in a claim message?
a.
Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by
January 12.
b.
We wish to end our contract with your company if you cannot improve your service.
c.
Service calls were made to our Washington Street office on May 20, May 22, and May 27 without resolving
the problem.
d.
Please replace the five Panasonic projectors we received on December 22 because the model numbers do not
match the models ordered.
a
Moderate
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c
do.
Easy
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Direct Claims and Complaints
Bloom’s: Knowledge
33. Which of the following statements about online complaints or reviews is most accurate?
a.
Individuals should give companies an opportunity to resolve the issue before writing an online complaint.
b.
Businesses and professionals cannot sue individuals for negative online comments.
c.
Consumers who are offered payment to change an opinion or account should willingly accept a company’s
generous monetary gift.
d.
Anonymous complaints or reviews cannot be traced.
Because businesses want to please their customers, individuals should give companies an
opportunity to resolve an issue before they post any online complaints or reviews.
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Direct Claims and Complaints
Bloom’s: Comprehension
34. Most companies receiving a claim message tend to
a.
ignore the first phone call, e-mail, or letter.
b.
respond only to letters containing complaints that could result in lawsuits or financial harm.
c.
respond promptly because they want to maintain customer goodwill and loyalty.
d.
wait two to six weeks to establish a “cooling-off period” prior to responding.
therefore, a prompt response is more effective in showing respect for customer concern.
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Adjustment Messages
Bloom’s: Knowledge
35. When granting a customer’s claim, a business communicator should include an opening in an adjustment message that
a.
summarizes the reader’s claim and request.
b.
presents the good news immediately.
c.
explains and clarifies the company’s position.
d.
builds goodwill.
Because the claim is being granted, the good news should be revealed immediately.
Direct Claims and Complaints
Bloom’s: Application
36. Which of the following is not a goal when writing adjustment messages?
a.
To gain the confidence of the customer
b.
To verify the honesty of the customer’s claim
c.
To rectify the wrong
d.
To promote future business and goodwill
b
1
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NATIONAL STANDARDS:
37. Which of the following is the most appropriate opening for an adjustment message granting a claim?
a.
We are very sorry to hear that your meal with us did not meet your expectations.
b.
Thank you for your letter of November 16 describing your bad dining experience with us last weekend.
c.
Although we believe that the food we served last weekend was of the highest quality, we are willing to refund
the cost of your dinner this time only.
d.
The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our
customers and earn their confidence.
d
1
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LEARNING OBJECTIVES:
38. Which of the following represents the most appropriate apology in an adjustment message?
1
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LEARNING OBJECTIVES:
NATIONAL STANDARDS:
a.
We understand your reliance on a high-performance router and apologize for the incomplete installation of
your DataServe router.
b.
We are sorry for any inconvenience this may have caused.
c.
We regret the error that caused the system failure you claim on your DataServe router.
d.
It is unfortunate that your DataServe router has failed, and we promise that this failure will never occur
again.
39. You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which
of the following provides the best advice?
a.
Do not suggest your business typically pleases its customers; do apologize for failure.
b.
Don’t use negative words (regret, error, failure); do use positive words (hope, achieve, strive).
c.
Do not be vague about improvements; do guarantee the situation will not recur.
d.
Do not blame customers; do blame individuals or departments inside your organization.
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Adjustment Messages
Bloom’s: Knowledge
40. The closing of an adjustment message should
a.
guarantee that the problem will not recur if the customer continues doing business with you.
b.
express confidence in future business relations.
c.
assign blame to the responsible department and assure the reader that the department has been improved.
d.
remind readers of their responsibility in the product failure.
You should not guarantee that the problem will not recur, blame other company employees,
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Adjustment Messages
Bloom’s: Application
41. Show confidence in the closing of an adjustment message by writing with a positive, confident tone; mentioning the
product in a favorable light; and
a.
suggesting a new product or service.
b.
expressing your appreciation for the customer’s business or anticipating future business.
c.
referring to the desire to be of service and to satisfy customers.
d.
All answer choices are correct.
Easy
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Adjustment Messages
Bloom’s: Knowledge
42. What is the best advice for writing goodwill messages?
a.
Focus the message solely on the sender.
b.
Make a good impression by giving a ready-made card instead of writing your own message.
c.
Send a goodwill message promptly.
d.
Send a goodwill message to show appreciation for only a gift or monetary award.
c
Moderate
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Goodwill Messages
Bloom’s: Knowledge
43. Goodwill messages should be short, selfless, specific, spontaneous, and
a.
sassy.
Easy
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Adjustment Messages
Bloom’s: Knowledge
b.
sincere.
c.
spiritual.
d.
suave.
44. Businesses often write appreciation messages to which of these receivers?
a.
A competing business that “steals” a large customer order
b.
Customers who write letters of inquiry
c.
Employees who have suffered a recent loss such as the death of a family pet
d.
Customers who complain
their orders, to hosts for their hospitality, and to individuals for kindnesses performed.
Moderate
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Goodwill Messages
Bloom’s: Comprehension
45. Which of the following is the best opening for a note expressing thanks for a gift?
a.
Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it will make a perfect
travel companion.
b.
Thanks for the gift!
c.
I cannot believe I have been with the company for twenty years.
d.
A lot has changed over the past twenty years.
a
Moderate
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Easy
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ESBC.GULO.16.06.05 – 06.05
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Goodwill Messages
Bloom’s: Knowledge
46. Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best
sentence to include in her response?
a.
Thanks, but I really did not deserve this promotion.
b.
So many people were so much more deserving of this promotion than I was.
c.
Your words about my promotion are much too kind!
d.
Thanks for your kind words regarding my promotion.
p. 174
LEARNING OBJECTIVES:
ESBC.GULO.16.06.05 – 06.05
Goodwill Messages
Bloom’s: Application
47. Which statement about a sympathy message is most accurate?
a.
Sympathy messages are probably more difficult to write than any other kind of message.
b.
Sympathy messages should reference the death or misfortune sensitively.
c.
Sympathy messages should praise the deceased in a personal way.
d.
All statements are accurate.
p. 174
LEARNING OBJECTIVES:
ESBC.GULO.16.06.05 – 06.05
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Goodwill Messages
Bloom’s: Comprehension
48. Which of the following would be least effective in a sympathy note?
a.
We are deeply saddened, Corbin, to learn of the death of your wife.
b.
Bethany’s volunteer work in the job center endeared her to many.
c.
If we may help you during this difficult time or lighten your load in any way, you need only call.
United States – BUSPROG.ESBC.GULO.16.06.07 – DISC.ESBC.GULO.16.06.07
Goodwill Messages
Bloom’s: Application