SSC chap 7.1
10) You are developing a routine request asking the sales personnel in your team to submit their sales figures for the month. Which of the following paragraphs would most effectively close your message? A) Please send me the information by Thursday evening so that I can include the information in the monthly sales report. Thank you. B) These figures should reach my office as soon as possible. C) I would like to have these figures at the earliest since they need to be included in the monthly sales report. Thanks in advance. D) Please ensure that this request is complied with by Thursday evening so that I can include the figures in the monthly sales report. E) I expect this information to be sent by Thursday. Please note that time is of the essence here.
a
14) Which of the following is true about points to keep in mind when developing routine requests for recommendations? A) Use the direct approach for requests for recommendations. B) Avoid stating why the recommendation is required. C) Always write and enclose the letter yourself and ask that the reference sign the letter. D) Offer to pay for the favor. E) Avoid pressuring the receiver by mentioning a deadline.
a
18) The body of a request for recommendations should ________. A) include the full name and address of the person to whom the letter should be sent. B) try to trigger the reader's memory of the relationship you had C) include an offer to pay for the service rendered D) contain a sincere apology for the trouble caused E) contain an expression of appreciation
a
2) You should begin routine requests with ________. A) a clear statement of your request B) a buffer that builds up to your main request C) a justification for your request D) an attention-getting statement, fact or question E) the phrase "thank you in advance" or similar words of appreciation
a
22) Sandra's new laptop is not running some key applications. She sends an e-mail to the company's customer care center explaining the problem. This is an example of a routine request for ________. A) making a claim B) information C) recommendations D) finalizing a decision E) action
a
28) In the close of your routine message making claims or requesting actions, you should ________. A) politely request specific action B) apologize for the inconvenience caused C) warn the reader of the consequences of inaction D) give a complete and specific explanation of the details of the claim E) clearly express your anger and frustration
a
12) You write to your college professor, asking her to vouch for your skills and abilities to a prospective employer. This is an example of a routine request asking for ________. A) settlements to claims B) recommendations C) adjustments D) information or action E) mediation
b
16) The opening of a request for recommendation should ________. A) contain a sincere apology for the trouble caused B) clearly state why the recommendation is required C) include an offer to pay for the service rendered D) include the full name and address of the person to whom the letter should be sent E) contain a neutral buffer statement or statements
b
26) When making claims or requesting adjustments, you should open with a(n) ________. A) apology for the inconvenience caused B) straightforward statement of the problem C) neutral buffer statement D) expression of your anger and frustration E) complete and specific explanation of the details of the problem
b
3) When stating your routine request upfront, you should ________. A) use a demanding tone to ensure compliance B) assume that your audience will comply C) avoid spelling out exactly what you want D) first offer a justification for the request E) use the phrase "thank you in advance"
b
31) Which of the following is a strategy for routine replies and positive messages? A) Use the indirect approach. B) Place your main idea in the opening of the message. C) Open with an interesting fact or question. D) Avoid embedding negative information in a positive context. E) Introduce your main idea in the body of the message.
b
34) As an expert in business communication, you realize that the following line in the closing of Roza's message is not likely to be effective: "I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily." Which of the following statements would best replace these lines? A) Please resolve this issue at the earliest. Also, please keep in mind that I will no longer shop at Kian if this issue is not resolved satisfactorily. B) I would appreciate a complete refund of my money for this product or a voucher for the same amount. I have bought several pieces from Kian in the past and enjoy your modern and functional designs and excellent customer service. C) I did enjoy shopping at Kian and your modern and functional designs. However, whether or not I continue shopping from your stores depends on how you respond to my request. D) I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is now useless to me, don't you think that my request is only fair? E) Please give me complete refund of my money or a voucher for the same amount. Otherwise, I'll just have to take my business somewhere else next time.
b
5) When making a routine request, the body of your message should ________. A) put your most important request at the end B) explain and justify your request C) address multiple topics in one question D) offer apologies for any inconvenience caused E) include information about how you can be reached
b
13) Which of the following is true about points to keep in mind when developing routine requests for recommendations? A) Use the indirect approach for requests for recommendations. B) Avoid stating why the recommendation is required. C) Always ask for permission before using someone as a reference. D) Always offer to pay for the favor. E) Avoid pressuring the receiver by mentioning a deadline.
c
15) The opening of a request for recommendation should ________. A) include the full name and address of the person to whom the letter should be sent B) mention the deadline for sending the letter C) trigger the reader's memory of the relationship you had D) include an offer to pay for the service rendered E) contain a neutral buffer statement or statements
c
21) When sending a request for recommendation, you should always ________. A) offer to pay for the service rendered by the person providing the reference B) enclose a pre-written letter that the receiver only needs to sign C) enclose a stamped, preaddressed envelope as a convenience to the other party D) apologize sincerely for the trouble caused E) use the indirect approach
c
24) When making claims or requesting adjustments, you should ________. A) not assume that a fair adjustment will be made B) use the indirect approach C) always maintain a professional tone D) not request specific action; leave that to the reader E) warn the reader of the consequences of inaction
c
33) Which of the following statements would best replace the opening of the above message? A) I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. B) I was always a huge fan of the furniture at Kian and have bought several products from your stores. However, I am very disappointed with my new purchase. C) Some pieces of a bookcase that I recently bought from your store broke during assembly. Please arrange to give me a complete refund of the price of the bookcase or a voucher for the same amount. D) I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is useless to me, don't you think that my request is only fair? E) I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores. However, my latest experience has been less than satisfactory
c
6) When explaining and justifying your routine request in the body of your message, you should ________. A) address multiple topics in one question B) offer apologies for any inconvenience caused C) start with your most important request D) not assume that your audience will comply E) avoid asking questions of the reader
c
11) A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________. A) settlements to claims B) recommendations C) adjustments D) information or action E) references
d
19) You should close a request for recommendation with ________. A) the full name and address of the person to whom the letter should be sent B) a complete career summary C) a sincere apology for the trouble caused D) an expression of appreciation E) a statement that triggers the reader's memory of the relationship you had
d
20) You should close a request for recommendation with ________. A) the full name and address of the person to whom the letter should be sent B) a complete career summary C) a sincere apology for the trouble caused D) a mention of the deadline, if any E) a statement that triggers the reader's memory of the relationship you had
d
23) Zack's dishwasher has broken down several times since he bought it six months ago. Zack writes a letter to the company's customer care center, explaining his problem and requesting that he receive a replacement for the defective product. This is an example of a routine message ________. A) asking for information B) asking for recommendations C) asking for a decision D) requesting adjustment E) for action
d
25) When making claims or requesting adjustments, you should ________. A) warn the reader of the consequences of inaction B) apologize for the inconvenience caused C) clearly convey your anger and frustration D) assume that a fair adjustment will be made E) use the indirect approach
d
29) Which of the following is a guideline for making effective claims or requesting adjustments? A) Always close with a sincere apology for the inconvenience caused. B) Clearly convey your anger and frustration through your message. C) Avoid giving a detailed explanation of your claim in the message. D) Be prepared to back up your claim with relevant documents. E) Warn the reader of the consequences of non-compliance.
d
30) As HR manager at Greenview Insurance, you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst. Which of the following sentences is the best opening line to use when using the direct approach for positive messages? A) At Greenview Insurance, we believe in hiring people who share our vision of excellence in customer service. B) We are pleased to inform you that, after much deliberation and an exhaustive review of your qualifications and test results, we have decided to select you from the pool of applicants for the final interview stage for the position of Financial Analyst at Greenview Insurance. C) This is to let you know that we have carefully considered your qualifications and test results and compared them with those of our other job applicants and have concluded that you should be shortlisted for the final interview process for the position of Financial Analyst at Greenview Insurance. D) You have been selected for the final interview for the position of Financial Analyst at Greenview Insurance. E) Did you know that Greenview Insurance has consistently been rated one of the best employers in the financial sector since its inception in 1984?
d
4) When stating your routine request upfront, you should ________. A) use the phrase "thank you in advance" B) first offer a justification for the request C) use a demanding tone to ensure compliance D) state precisely what you want E) not assume that your audience will comply
d
8) The closing of a routine request message should include ________. A) a sincere apology for the inconvenience caused B) explanations and justifications for the request C) the phrase "thank you in advance" to ensure compliance D) information about how you can be reached E) questions that will help you organize the message
d
9) The closing of a routine request message should include ________. A) a sincere apology for the inconvenience caused B) explanations and justifications for the request C) the phrase "thank you in advance" to ensure compliance D) a specific request that includes any relevant deadlines E) questions that will help you organize the message Answer: D
d
1) When developing routine requests and positive messages, you should ________. A) slowly build up to the request or main idea B) not assume that your audience will comply C) demand action to ensure compliance D) be non-specific when stating what you want E) soften your request with words such as "please" and "I would appreciate
e
17) The body of a request for recommendations should ________. A) try to trigger the reader's memory of the relationship you had B) include an offer to pay for the service rendered C) contain a sincere apology for the trouble caused D) mention the deadline for sending the letter E) list all the information the recipient would need in order to write the recommendation
e
27) In the body of your routine message making claims or requesting actions, you should ________. A) clearly express your anger and frustration B) warn the reader of the consequences of inaction C) apologize for the inconvenience caused D) request specific action E) give a complete and specific explanation of the details
e
32) This message is likely to be ineffective because it fails to ________. A) accurately convey the writer's anger and frustration B) warn the reader of the consequences of non-compliance C) include a neutral buffer statement in the opening D) use the indirect approach E) use a professional tone
e
7) When explaining and justifying your routine request in the body of your message, you should ________. A) address multiple topics in one question B) offer apologies for any inconvenience caused C) put your most important request at the end D) not assume that your audience will comply E) ask only questions that are central to your main request
e
