BUS 302- Ch. 8
Chandra wants to give her employees a brief update about an upcoming sales promotion. What is the best communication channel for Chandra to use to send this message to her employees? a. E-mail b. Fax c. Bound report d. Letter
a. E-mail
Which of the following is the best opening sentence for a routine response message? a. Here are the answers to the questions you asked about our storage products. b. Thank you for your e-mail message of November 5. c. We look forward to helping you with all of your storage needs. d. Your e-mail of November 5 was forwarded to me.
a. Here are the answers to the questions you asked about our storage products.
What should you do in the body of a direct claim letter? a. Mention that you have enclosed copies of all pertinent documents. b. Show that you are angry about the situation so that you will be taken seriously. c. Mention the name of the person who is to blame for the problem. d. All of these choices should be included in the body of a straightforward claim letter.
a. Mention that you have enclosed copies of all pertinent documents.
Which of the following statements about direct claims is most accurate? a. Written claims are taken more seriously than claims made by phone or e-mail. b. Direct claims require persuasion. c. When you have a direct claim, your first step should always be to write a claim letter. d. Direct claims should be written using the indirect pattern.
a. Written claims are taken more seriously than claims made by phone or e-mail.
The body of a routine request or response message should a. present details that explain your request or response. b. request action from the reader. c. give any deadline dates. d. reveal for the first time why you are writing.
a. present details that explain your request or response.
Instruction messages should be written a. using a straightforward, direct approach. b. using an indirect approach. c. persuasively. d. with a focus on humor and entertainment.
a. using a straightforward, direct approach.
When a company receives a claim and decides to respond favorably, the response message is called a(n) ____________________.
adjustment
Deciding whether to ____________________ to a customer in an adjustment message is a debatable issue. Some attorneys discourage doing so, but many customers appreciate it.
apologize
Madison is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. What will she do first in this phase? a. Analyze the purpose of her letter. b. Collect any necessary information. c. Proofread her first draft. d. Compose the final draft of the letter.
b. Collect any necessary information.
What should you do in the body of an adjustment letter? a. Explain who specifically is to blame for the problem. b. Explain how you are complying with the claim. c. Promise the customer that the problem will never happen again. d. Apologize profusely.
b. Explain how you are complying with the claim.
Daniel is writing an e-mail message asking for information and wants so show appreciation to his reader in the closing. Which of the following statements best shows his appreciation? a. Thank you for your cooperation. b. I appreciate this information because it will allow me to make an effective decision about which plan to choose. c. Thank you in advance for all you have done for me. d. All of these choices are effective for showing appreciation.
b. I appreciate this information because it will allow me to make an effective decision about which plan to choose.
What is the best communication channel to use when a persuasive, well-considered message is required? a. E-mail b. Letter c. Memo d. Text message
b. Letter
Which of the following is the best closing for a direct claim letter? a. Thank you in advance for your consideration in this matter. b. Please credit $24 to my account by March 31, when my next billing cycle begins. c. If I don't get a refund by March 31, I will contact my attorney. d. I look forward to having this adjustment made as soon as possible.
b. Please credit $24 to my account by March 31, when my next billing cycle begins.
Which of the following is the best opening for a direct claim letter? a. I have been a loyal customer of Café Divine for many years. b. Please credit my Visa account for $24, the amount I was overcharged on February 21. c. I was extremely disappointed to be overcharged on my dinner bill. d. All of these choices are effective openings for a routine claim letter.
b. Please credit my Visa account for $24, the amount I was overcharged on February 21.
What is the best advice for writing the body of a routine request message? a. Avoid using graphic devices such as lists or headings because they might confuse the reader. b. Remember that the quality of the information obtained from the request depends on the clarity of your inquiry. c. Make sure that the body is no longer than one paragraph. d. Use the reader's name several times in the body to personalize your message.
b. Remember that the quality of the information obtained from the request depends on the clarity of your inquiry.
The best business writers do what in the opening paragraph of a routine request message? a. Identify themselves by name and title. b. State immediately why they are writing. c. Tell a story about the background of the situation. d. Greet the reader warmly by asking how he or she is doing.
b. State immediately why they are writing.
Richard wants to make sure that a business letter he is sending to a client is properly formatted. What should he do? a. Use even (justified) right and left margins for a professional look. b. Use block style or another accepted business letter format. c. Place the letter as close to the top of the page as possible, no matter its length. d. All of these choices
b. Use block style or another accepted business letter format.
Which of the following is the best opening for an adjustment message? a. We appreciate your message of March 2 wherein you let us know what happened while dining with us last month. b. We have credited your account for $24 to refund your dining bill. c. We are so sorry that you had a bad experience while dining with us last month. d. Although we generally don't offer refunds, we're willing to make an exception in this case.
b. We have credited your account for $24 to refund your dining bill.
Which of the following is a command disguised as a polite request? a. I need your sales data by tomorrow. b. Will you please send my order by USPS Priority Mail. c. Can you meet this month's deadline? d. Bring a copy of the report to today's meeting.
b. Will you please send my order by USPS Priority Mail.
Which of the following is the best closing sentence for a message requesting information? a. Thank you in advance for your cooperation. b. Your answers to these questions by April 30 will help us decide which product to purchase. c. Thank you. d. If you have any questions, please do not hesitate to call me.
b. Your answers to these questions by April 30 will help us decide which product to purchase.
Instruction messages are used to a. establish rules of conduct to be followed within an organization. b. explain clearly how to complete a task. c. entertain customers by being witty and clever. d. All of these choices.
b. explain clearly how to complete a task.
The majority of your writing on the job will involve a. negative messages. b. routine, positive messages. c. persuasive messages. d. entertaining messages.
b. routine, positive messages.
Natalie is writing a routine e-mail request. The main idea or purpose of her message should be placed in a. the body. b. the opening. c. an attachment. d. the closing.
b. the opening.
Which of the following statements about formatting international business messages is most accurate? a. The placement and arrangement of letter addresses and closing lines in business letters are the same worldwide. b. For clarity, dates should be expressed in figure format. c. If a letter is important, have someone familiar with local customs read and revise it. d. Business letters worldwide are typewritten and single-spaced.
c. If a letter is important, have someone familiar with local customs read and revise it.
You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions? a. In a paragraph in the body of your letter b. In a separate attached document c. In a bulleted or numbered list in the body of your letter d. In the closing paragraph of your letter so that they're not overlooked
c. In a bulleted or numbered list in the body of your letter
Where should deadlines and action information be placed in a routine request message? a. In the introduction b. In the body c. In the closing d. In a P.S. to the message
c. In the closing
Gemma is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her letter? a. I read about your new malware removal program on TechnologyReview.com. b. Our company has recently become the victim of malware, and I have been assigned to do something about it. c. Please answer the following questions about your new malware removal program. d. I am hoping you will be able to provide more information about one of your new products.
c. Please answer the following questions about your new malware removal program.
What is the least accurate statement about routine response messages? a. A response message written on company stationery or sent using a company e-mail address is a legally binding contract. b. In addition to supplying answers, a response message should promote your organization and products. c. Routine response messages generally use the indirect organizational pattern. d. Use the subject line of a reply letter to refer to an earlier correspondence so that you can omit this reference in the opening of your letter.
c. Routine response messages generally use the indirect organizational pattern.
For which of the following situations would a letter be more appropriate than an e-mail message? a. Requesting information about a product b. Replying to a customer's e-mail asking about available shipping methods c. Thanking your boss for a birthday gift she gave you d. Telling all employees how to purchase parking permits
c. Thanking your boss for a birthday gift she gave you
Which of the following is not a goal in writing adjustment messages? a. To rectify a wrong, if one exists b. To regain the confidence of the customer c. To avoid future correspondence with the customer d. To promote future business
c. To avoid future correspondence with the customer
Which of the following is the best closing for an adjustment message? a. We apologize for any inconvenience this has caused. b. We are deeply sorry for this unfortunate event. c. We hope that this refund check proves our commitment to providing excellent customer service. d. If you have any questions, please do not hesitate to call.
c. We hope that this refund check proves our commitment to providing excellent customer service.
Routine request and response messages should be written using a. the indirect strategy. b. persuasive techniques. c. the direct strategy. d. pretty, scented stationery.
c. the direct strategy.
Which of the following is the best example of a situation justifying a direct claim? a. The transmission in your car gave out within the warranty period. b. A shipment arrived two weeks after it was promised. c. Your credit card was billed twice for a purchase you made. d. All of these choices are examples of direct claims.
d. All of these choices are examples of direct claims.
A phone call or face-to-face visit is a better channel choice than e-mail when you need to a. convey enthusiasm, warmth, or another emotion. b. smooth over disagreements. c. supply a context. d. All of these choices.
d. All of these choices.
Messages explaining instructions will be most readable if you a. divide the instructions into steps and list the steps in the order in which they are to be performed. b. the steps are arranged vertically with numbers. c. begin each step with an action verb using the imperative (command) mood rather than the indicative mood. d. All of these choices.
d. All of these choices.
Mitchell has decided to write a letter to a local company to ask about internship opportunities. What should he do first? a. Prepare the rough draft. b. Look up the company's address. c. Decide how he will encourage feedback. d. Analyze the purpose of the letter and the reader.
d. Analyze the purpose of the letter and the reader.
Which of the following is the best example of placing the most important information first in a routine information request message? a. I am writing this e-mail message to ask for information about some of your products. b. Our manager recently gave his staff approval to purchase new office printers. c. Hi, my name is Charlie Shi, and I have been asked to write to you directly. d. Please answer the following questions about your office printers.
d. Please answer the following questions about your office printers.
Which of the following is the best statement to include in a goodwill message? a. You must be so excited. I remember how I felt when I finally earned my master's degree. b. Thank you for the wonderful birthday gift. c. Good luck in the future. d. We are so sorry, Marti, to learn of the loss of your husband Rich.
d. We are so sorry, Marti, to learn of the loss of your husband Rich.
When should you send a thank-you note? a. When someone gives you a gift b. When someone does a favor for you c. When you have been someone's guest d. You should write a thank-you note for all of these.
d. You should write a thank-you note for all of these.
Business letters are preferred over e-mail messages when a. a permanent record is required. b. confidentiality is paramount. c. formality and sensitivity are essential. d. all of these choices.
d. all of these choices.
Katelyn booked a hotel through a local travel agency. Her accommodations were not as the agent described. Although she stayed in the hotel, she was dissatisfied and believes that the agent is at fault. The best way for Katelyn to communicate her unhappiness with the accommodations would be to a. write a memo to the travel agent who booked her hotel. b. send an e-mail message to the travel agent who booked her hotel. c. telephone the Better Business Bureau to make a complaint about the travel agency. d. write a letter to the travel agent who booked her hotel.
d. write a letter to the travel agent who booked her hotel.
Adjustment messages that grant customers' claims should be written using the ____________________ organizational pattern.
direct
Letters going to individuals in other parts of the world, such as China and France, should probably use a more ____________________ tone than letters written for American businesspeople
formal
Remove the protective seal from the toner cartridge has been written in the ____________________, or command, mood.
imperative
Business ____________________ are important when a permanent record is required, when a message is confidential, when formality is necessary, and when a message requires a persuasive, well-considered presentation.
letters
Goodwill messages should be selfless, specific, sincere, spontaneous, and ____________________.
short
Knowledgeable business communicators use a(n) ____________________ line in a routine response message to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.
subject
____________________ letters are written by customers to identify or correct a problem with products or services they have purchased.
Claim
____________________ is most appropriate for short messages, such as sharing "need-to-know" facts, setting up appointments, distributing documents, giving updates, requesting information, getting answers to specific questions, and documenting conversations when a paper trail is needed.
We apologize for any inconvenience this may have caused is a professional, sincere way to apologize in an adjustment message.
F
When replying to a customer's request for information, supply only the answers. Promoting your organization and products might appear to be pushy to the reader
F
Instructions will be most readable if the steps are presented in a horizontal list.
T
The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss? a. Specific b. Savvy c. Spontaneous d. Short
b. Savvy
Prepare business letters using ____________________ style, which means that the parts of the letter (dateline, inside address, body, and so on) are set flush left on the page.
block
Which statement about formatting business letters is most accurate? a. The format of a business letter is not important; it is the content of the letter that matters. b. Block style means that a business letter contains justified (even) right and left margins. c. A carefully formatted letter reflects the writer's carefulness and experience. d. A justified right margin improves the readability of a business letter.
c. A carefully formatted letter reflects the writer's carefulness and experience.
What is the first question you should ask yourself as you begin to prepare a message? a. How will the reader react? b. How can I impress my reader? c. Do I really need to write this e-mail, memo, or letter? d. How can I save my reader's time?
c. Do I really need to write this e-mail, memo, or letter?
Henry is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already revised his letter for clarity and has proofread the letter for correctness. What work remains for Henry in this phase? a. Decide on the letter's organization. b. Prepare a cluster diagram. c. Evaluate the effectiveness of the letter from the reader's standpoint. d. Check for typos.
c. Evaluate the effectiveness of the letter from the reader's standpoint.
Which of the following instructions is in the imperative (command) mood? a. Your report should be submitted by Friday. b. The fourth step involves rebooting your computer. c. Sign and date the agreement. d. All of these choices are in the imperative mood.
c. Sign and date the agreement.
What is the most accurate statement about goodwill messages? a. Goodwill messages are obsolete in today's fast-paced society. b. You'll make a better impression by giving a ready-made card or calling the person than by writing your own message. c. Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured. d. Most communicators find it easier to write goodwill messages than other types of business documents.
c. Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured.
Which of the following is the most effective subject line for a routine response message? a. This is a reply to your October 14 e-mail message. b. Reply to Your E-Mail Message c. Your June 5 Inquiry About Venice Travel Packages d. URGENT!!
c. Your June 5 Inquiry About Venice Travel Packages
The opening of a direct claim letter should a. explain the problem in detail and justify your request. b. use an angry tone to show the reader that you are serious. c. open with a clear statement of the problem or with the action you want the receiver to take. d. remain vague to allow the reader to decide on a remedy for the problem.
c. open with a clear statement of the problem or with the action you want the receiver to take.
Action information and deadlines belong in the ____________________ of a routine request message.
closing
Allison is writing a recommendation for one of her former employees. What is the best communication channel for Allison to use to send this message to a potential employer? a. E-mail b. Fax c. Bound report d. Letter
d. Letter
Most international business messages a. tend to be written in an informal, conversational manner. b. should be written following generally accepted principles for writing American business letters. c. use active-voice constructions. d. should conform to the conventions of the receiver's country.
d. should conform to the conventions of the receiver's country.
The closing of a routine request that requires action may include an end ____________________ so that the reader knows when an action is required.
date
When you write messages that request information or action and think your request will be received positively, use the ____________________ organizational strategy.
direct
Printed hard-copy ____________________ remain useful for important internal messages that require a permanent record or formality.
memos
Some routine requests open with a(n) ____________________ command, such as Will you please answer the following questions about your wireless services for business organizations
polite
The majority of your business messages will involve ____________________ requests and responses to requests.
routine
A phone call is usually taken more seriously than a written claim letter because the phone call represents personal communication.
F
A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.
F
Action information, including deadline dates, should be placed in the body of a routine request message.
F
An effective opener for a message replying to a customer's request might be Your e-mail message of August 7, in which you request information about our new line of Flip digital video recorders, was forwarded to me.
F
As you prepare to write a business message, you should first ask, "What communication channel should I use?"
F
Because sympathy notes can be difficult to write, you should always purchase a commercial, preprinted sympathy card to make the best impression.
F
Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.
F
Goodwill messagessuch as thank-you notes and condolence messagesare often more difficult to write than other types of routine business documents.
F
If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message
F
Information about new products and anticipated future business should never be included in an adjustment message.
F
Instruction messages are identical to policy and official procedure documents.
F
Most internal messages are exchanged as e-mails or letters
F
Most routine request and response messages should be organized using the indirect strategy.
F
Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.
F
Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.
F
Polite requests, such as Will you please send a catalog, require a question mark.
F
Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions
F
Subject lines are used in e-mail messages and memos but never in letters.
F
Thank you for your letter congratulating me on my recent promotion to section supervisor; it was really nothing is an appropriate response to a letter congratulating an individual.
F
Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.
F
Very few businesses make adjustments promptly
F
When writing a routine information or action-request message, whenever possible, focus on benefits to you, the writer.
F
When writing business letters to foreign countries, use figures to express months and years such as 06/09/13 because figures are concise and easily recognized.
F
____________________ messages express thanks, congratulations, recognition, and sympathy.
Goodwill
____________________ messages describe how to complete a task.
Instruction
What is the most accurate statement about memos in the workplace? a. E-mail has made memos completely obsolete. b. Memos are still used more than e-mail in today's workplace. c. Memos remain useful for internal messages that require a permanent record or formality. d. Memos are primarily useful for sending confidential and sensitive information to external readers.
Memos remain useful for internal messages that require a permanent record or formality.
____________________ claims are those to which you expect the receiver to agree readily; these claims are written using the direct organizational pattern.
Straightforward Direct
A message granting an adjustment or a claim should be arranged using the direct pattern
T
An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.
T
Block style, in which the parts of a letter are set flush left at the page, is a popular business letter format.
T
Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, when formality is necessary, and when a message requires a persuasive, well-considered presentation.
T
Delay in writing a claim letter makes the claim appear less important to the receiver.
T
If you analyze your needs, organize your ideas, and frame your request logically, your routine request message will not require a follow-up message and will receive a meaningful answer
T
Most business messages are positive, straightforward communications that conduct everyday business and convey goodwill.
T
Not all businesspeople around the world appreciate the efficiency, straightforwardness, and conciseness in business letters that we appreciate in America.
T
One advantage of hard-copy memos over e-mail messages is that the sender and receiver of memos are always recognizable.
T
Please provide answers to these questions by August 15 to allow us to make a decision before our next fiscal year begins is an effective closing for a letter requesting action.
T
Pull the red lever is an example of an instruction in the imperative mood.
T
Straightforward, direct claims are those to which you expect the receiver to agree readily
T
Typically, when you have a legitimate claim, you can expect a positive response from a company.
T
Using words such as regret, inconvenience, and misunderstanding in an adjustment message may upset readers.
T
