BUS 3382 - Ch. 8

In the context of order acknowledgements, which of the following illustrates the most positive way of responding to a vague order?

So we can ship your order, please let us know which of the two bookcase models you would like.

Depending on the situation, claim messages can either be written using the direct order or the indirect order.

True

When responding to an inquiry with two or more questions, a good approach is to answer the questions in the body of your message in the same order your reader used in asking them.

True

Karpos is looking for a company to supply his business with wire in various gauges. When sending inquiries to prospective suppliers, which of the following would be the most effective sentence to include in his opening?

Will you please answer the following questions about your wire products?

Halina has received a customer inquiry asking about the availability of her hotel's penthouse suite on April 5th. She has determined that the suite is available, and is composing a response for the customer. Which of the following openings should Halina use?

Yes, our penthouse suite is available on April 5th.

A direct-order message

allows the writer to begin with the key point and get to the objective without delay

Binh is writing a message to a client to tell him that if he does not bring his account current, she will be forced to end their working relationship. She knows he will not respond well to this message. What should she do?

use the indirect organizational plan

When composing good-news and neutral messages, one may

begin the message with a brief orienting clause.

If you are seeking only one piece of information in a routine inquiry message, you should

begin the message with a specific question.

When is it best to use the indirect approach in creating a message?

when the message is likely to evoke a negative response from the reader

When including bad news in a favorable response, you should

place the bad news in secondary positions.

When you believe that your reader's response will be ________ or ________, the direct organizational plan is appropriate.

positive; neutral

Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?

As we must begin production on July 15, I'd appreciate your response by that date.

Which of the following concluding sentences is most likely to build goodwill in a routine inquiry message?

Your prompt reply to our proposal by August 31 will allow us to start our work on time.

Messages that contain good news should be written in the indirect order.

False

Which of the following is the best approach to use when a message is likely to evoke a positive response from the reader?

the direct approach

When ending routine inquiry messages, one should avoid mentioning deadlines and the reasons for them.

False

When writing a claim that you have good reason to believe will result in an adjustment, you should use the indirect order.

False

When writing a favorable response to a customer inquiry, you should avoid adding comments, questions, suggestions, or additional information even if such material is relevant to the reader's original request.

False

Which of the following guidelines should be followed when writing order acknowledgement messages?

Include information about new products, services, or opportunities for the reader.

Which of the following is the most appropriate beginning for a typical routine inquiry message?

a brief statement to orient the reader

Which of the following is an ideal opening for a direct claim?

Please adjust invoice 3459 to show that we ordered six office chairs, not seven.

Elewa needs an immediate response from her client about an incomplete order. Which of the following closing statements should she use in her message to the client?

Please reply by 2:00 p.m. to ensure that your order ships today.

Which of the following sentences would be most likely to convey the right tone in a claim message?

Please send us a replacement by January 1.

The following is an email from Devi to her coworker, Ilya: "Remind me, should David be invited to tomorrow's meeting?" This is an example of

a casual internal-operational message.

The Molinari Company has shipped the wrong dining room set to Martha. In the hopes of correcting the situation, Martha plans to write

a claim message.

Which of the following should be included in the body of a direct claim?

a paragraph explaining the problem to help your reader understand your requirements

Casual operational messages do not require careful construction or wording.

True

Which of the following should you do when responding favorably to questions in a routine inquiry message?

Answer the most important question first.

Which of the following guidelines should be followed when answering two or more questions in a favorable response message?

Arrange the answers in the same order as the corresponding questions in the inquiry message.

Which of the following guidelines should be followed when writing an order acknowledgement message?

Begin with the news of when the order should be received by the customer.

Which of the following sentences would be most effective in attracting attention as part of a routine inquiry about an advertised product?

Could you please answer the following questions regarding the company retreat facilities that were advertised in the most recent edition of <i>Business Today</i>?

A routine inquiry should not open with a question or request.

False

Ending a message with phrases such as "as soon as possible" or "at your convenience" helps in building goodwill.

False

For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a single sentence.

False

If Julie writes an email responding to a customer complaint, she is engaging in internal-operational communication.

False

If your response to an inquiry includes some bad news along with good news, you should place the bad news at the beginning and ending of the message.

False

What is the advantage of closing a message with a tailored ending?

It helps in building more goodwill.

Which of the following illustrates the most positive way of explaining a shipping delay?

Our silk dyeing process resumes on February 1; your order of 20 bolts of dyed silk will arrive on March 30.

Which of the following statements about internal-operational messages is true?

The formality of such communication ranges from casual to moderately formal to formal.

Which of the following guidelines will help create an effective good-news message?

The message should be concluded with an appropriate, friendly comment.

Which of the following guidelines should be followed when writing an effective message carrying good news?

The objective of the message should be made clear within the first paragraph.

Which of the following statements about moderately formal internal-operational messages is true?

They begin by stating their objectives and then systematically discuss vital information.

An order acknowledgment message begins with good news and ends on a goodwill note.

True

Messages that stay within a business and are used to complete the work of the business are referred to as ________ messages.

internal-operational

Combining two or more questions in a sentence

de-emphasizes each question.

Ozqur owns a chain of frozen yogurt shops. After one of his employees had a particularly scary encounter with a patron, he writes a memo to his employees outlining the new procedure for dealing with difficult or threatening customers. This message is most likely a ________ message

formal internal-operational

Ozqur owns a chain of frozen yogurt shops. After one of his employees had a particularly scary encounter with a patron, he writes a memo to his employees outlining the new procedure for dealing with difficult or threatening customers. This message is most likely a ________ message.

formal internal-operational

A good place for general explanatory material in a routine inquiry with multiple questions is

in the body of the message along with the questions.