Chapter 5 multiple choice questions

E. in the body of the message along with the questions

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

C. de-emphasizes each question

Combining two or more questions in a sentence _____.

E. Please reply by 4 p.m. to ensure that your order ships today.

Harry wants a response from a certain client on the same day he sends a message. Which of the following closing statements should he use in his message to the client?

A. begin the message with a specific question

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

A. place the bad news in secondary positions

In giving proper emphasis to the bad news in a favorable response, you should _____.

E. Once you let us know which of the two models you would like, we will send it to you immediately.

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

A. In writing a message that is likely to evoke a neutral response from the reader

In which of the following situations should one use the direct order in writing a message?

E. Yes, you may use the company's logo in promotional materials for...

Karen is responding to a request to use her company's logo in the promotional materials for an upcoming fundraiser that Karen's company is sponsoring. Which of the following openings should Karen use?

C. in a formal internal-operational message

Kayla needs to write an internal-operational message explaining a policy change for the completion of travel reimbursement forms. The most appropriate way of presenting this information is _____.

B. involve unhappy news

Most claim messages are written using the indirect approach because they _____.

C. Will you please answer the following questions about your banquet facilities?

Sheeba has to write a message seeking information about a possible venue for her company's annual employee-recognition banquet. Which of the following will be the most effective opening in her message?

B. direct approach

The _____ is the best approach to use when a message is likely to evoke a positive response from the reader.

C. allows the writer to begin with the key point and get to the objective right away without delay

The direct order of writing a message _____.

C. It helps in building more goodwill.

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

B. They help reduce any startling effect that a direct question might have on the reader.

What is the advantage of providing background information or orienting statements in a routine inquiry?

C. begin the message with a brief orienting clause

When composing good-news and neutral messages, one may _____.

A. When the message is likely to evoke a negative response from the reader

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

D. Please replace the broken product by tomorrow

Which of the following claim messages presents its content in the most appropriate manner?

A. Your prompt reply to our proposal by the 31st of December will allow us to start our work on time.

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

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

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

D. You should avoid language that makes the customer's complaint the focus of your message.

Which of the following guidelines should be followed when granting an adjustment?

D. You should try to regain any confidence that the reader may have lost from the experience

Which of the following guidelines should be followed when granting an adjustment?

A. Order your answers logically or arrange them in paragraphs

Which of the following guidelines should be followed when responding favorably to questions in a routine inquiry message?

D. If parts of the objective require explanation, the explanations must be included in the message.

Which of the following guidelines should be followed when writing a message carrying good-news?

C. The prefatory remarks in the message should be kept brief with focus on the real message

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

A. Begin with the news of the goods being shipped.

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

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

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

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

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

E. Production of EZ staplers resumes on June 1; your order of 65 EZ staplers will arrive on June 12.

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

D. Avoiding simple yes or no questions unless required

Which of the following is a good practice in framing questions for routine inquiry messages?

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

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

E. A brief statement to orient the reader

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

B. Structuring questions in true question form

Which of the following is the most effective method of making questions stand out in a routine message?

A. The message can be concluded immediately after asking for the information.

Which of the following is true about a routine inquiry that seeks only one piece of information?

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

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

E. Acknowledgements let people who order goods know the status of their orders.

Which of the following is true of acknowledgements?

D. Please send us a replacement by January 1.

Which of the following sentences is appropriate to be used in a claim message?

A. Your preparation of estimates by June 13 will enable us to choose a contractor by the end of the month.

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

B. Could you please answer the following questions regarding the Mir-Cal product advertised in last Sunday's Potterville Times?

Which of the following sentences will be most effective in attracting attention for a routine inquiry about an advertised product?

B. You should explain what is being done to correct the situation.

Which of the following should be followed when granting an adjustment?

D. A paragraph of explanation to help your reader understand your requirements

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

D. Answer the most important question first.

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

C. As we must begin production on February 1, I'd appreciate your response by that date.

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

B. a closing that is tailored to your message

You are most likely to build goodwill with your readers by using _____.