BUS 3382 CHAPTER 7

Which of the following should be included in an order acknowledgment? (Choose every correct answer.)

A mention that the goods have been shipped Details about the shipment of the goods A concluding note of goodwill

Which should be used for an external-informational message?

A tone and style that builds a relationship with the reader

Which of the following are examples of extras? (Choose every correct answer.)

Additional valuable information Comments demonstrating interest in the reader Suggestions for use of the information provided

How should a favorable response be closed?

Cordially

When determining how to emphasize good and bad news in a single message, it is important to use the technique known as ______.

positioning

True or false: Formal operational messages can follow an indirect order.

True

True or false: In the ending of a routine inquiry, specific statements express greater goodwill than generic statements.

True

Elements of a message that go beyond a routine response are known as ______.

extras

Where does explanatory material typically belong in a routine inquiry?

After the direct request

Which of the following best describes the approach you should use when drafting a favorable response?

Candid

What should be used to end a routine inquiry message?

Goodwill comments based on the topic of the message

Where should you position good news in a message that also includes bad news?

In the closing of a message At paragraph beginnings At paragraph endings

When writing a favorable response to a business inquiry, which of the following should you do last?

Include a friendly comment that reinforces your message

What should be the tone of a thank-you message?

Informal and friendly

How do you begin to write an internal-operational message?

Organize it as a direct order

When you face a delay in delivering goods, your order acknowledgment should ______.

minimize the negative news

Compared to routine messages, moderately formal operational messages require ______.

more care in construction

A thank-you message combined with confirmation of purchase is known as a(n) ______.

order acknowledgment

When closing a favorable response, your ending should be ______.

specific and build goodwill

Which of the following are appropriate formats for a business thank-you message? (Choose every correct answer.)

Typed message on company stationary Handwritten note Email

When deciding how to begin a routine inquiry message, you should base your objective on ______.

your audience's likely reaction to the message

Which of the following is true of a sentence that begins "Will you please tell me . . ."?

It is structured in true question form.

Which of the following is likely the first thank-you message that a businessperson will ever write?

To a recruiter after a job interview

Which of the following best characterizes an order acknowledgment?

Routine

Duanphen is preparing to write a business message to a group of managers. She anticipates that the recipients will be displeased with her message. Which of the following should she do?

She should use the indirect organizational plan.

Which of the following characteristics are typical of the tone of casual operational messages? (choose every correct answer.)

Straightforward Honest

Which of the following should your language focus on when you want to minimize negative news? (Choose every correct answer.)

What will happen What might happen

An external-informational message should conclude with ______.

a goodwill message

A thank-you message should include a forward-looking statement ______.

at the conclusion

If you have a formal relationship with the recipient of a thank-you message, you should ______.

avoid using the reader's first name but maintain a friendly tone

Giving readers what they are asking for and answering a question immediately is considered ______.

directness

When writing a favorable response to a business message, the first step should be to ______.

identify the question being answered

How can you provide context for your external-informational message? (Choose every correct answer.)

Provide a statement that you know readers will agree with Thank readers for using your product or service Remind readers that they are customers of yours

Which of the following are appropriate ways of opening a routine inquiry? (Choose every correct answer.)

Providing background information Asking a broad question Asking a specific question

How should you conclude an external-informational message?

Use the pattern for other good-news and neutral messages Use goodwill that helps you build a relationship with the audience Use an ending specific to the message

What should appear in the body of an external-informational message?

What the audience needs to know in order to comply with, follow, or understand your objective

Which of the following should be conveyed in the end of a message? (Choose every correct answer.)

Whether a response is needed The reason for deadlines Important deadlines

Which situation would call for an indirect approach to inform your customers?

Your product has just been found to cause severe allergies.

An order acknowledgment should include only good news and a goodwill note except when ______.

an order must be delayed

When managers share news that employees may not want to hear, direct internal-operational messages will likely be ______.

appreciated

The body of a business thank-you message should be phrased as a(n) ______.

personalized comment

Which of the following are appropriate strategies for responding to multiple questions in a message? (Choose every correct answer.)

Arranging your answers by paragraphs Numbering your answers Answering each question in the order they were asked

When you have multiple questions to answer, your message's body will be a ______.

series of answers

When writing a thank-you message, you should begin by ______.

thanking the reader

When answering multiple questions in a business message, you should first answer the one ______.

that is most important

The opening of a business message should include ______.

the objective

Which of the following thank-you message formats is most vulnerable to misspellings?

Handwritten message

Which of the following are ways to create goodwill in the ending of a routine inquiry? (Choose every correct answer.)

Include important deadlines in the ending Tailor the ending to fit the message's topic Include reasons for the deadlines in the ending

Which of the following can appropriately characterize a thank-you message? (Choose every correct answer.)

Informal Businesslike Long

Which of the following elements should be included in the body of an external-informational message? (Choose every correct answer.)

Instructions for complying with your objective Visual elements that aid comprehension Information to help the audience understand the objective

Which of the following are examples of internal-operational communications? (Choose every correct answer.)

Internal emails Documents posted on bulletin boards Memorandums

Which of the following are good ways of calling attention to the questions in a message? (Choose every correct answer.)

Placing a bullet next to each question Ordering or ranking your questions. Giving each question a separate paragraph

Individually written order acknowledgments can be justified for ______.

large orders

Which of the following do you achieve when you compose a direct message correctly? (Choose every correct answer.)

An enhanced professional image for your company An enhanced professional image for yourself Improved goodwill with your audience

How do external-informational messages and external persuasive messages differ in purpose?

An external-informational message is meant to provide information and build relationships, whereas an external persuasive message is used to get people to make a purchase.

Which of the following typically follows the introduction of a business message?

Body

The final step in the external-informational message process should do what?

Clearly explain any action steps

To whom do external-informational messages provide information? (Choose every correct answer.)

Clients Customers

Which of the following are typically found in the body of a message?

Detailed information Answers to questions Recommended actions

In a favorable response, when is it best to identify which message you are responding to?

Early in your message

Which of the following ideas is behind all casual operational messages?

Everyone is working for a common goal.

Which type of message is most often used to get the audience to buy something?

External persuasive

What are messages that a company sends to clients to tell them of its services or products or remind them of benefits they can attain by doing business with the company?

External-informational messages

Which of the following should be true of a moderately formal operational message? (Choose every correct answer.)

It should be clear. It should be concise. It should be courteous.

Which of the following are objectives of a good business message? (Choose every correct answer.)

Making the reader feel something Informing the reader about something Encouraging the reader to take action

How do you provide context and clarity to an external-informational message?

Place your message into context before stating your objective

Which of the following is the first step in writing a thank-you message?

Thank the reader for something specific.

When would you use an indirect approach to communicate news to an external audience?

The news will make the audience angry.

Which of the following can help your reader identify the message you are answering in an email? (Choose every correct answer.)

The subject line A mention in the body of your response The thread

Which of the following are true of formal operational messages? (Choose every correct answer.)

They may be compiled in manuals. They may be updated with new materials. They may be stored on an intranet.

Which of the following best describes why you would include an explanation in a routine inquiry?

To guide your reader in answering a complex question

Which of the following best describes the purpose of sending a thank-you message to a customer or client?

To improve your company's professional image

Which of the following are recommended ways to begin business messages? (Choose every correct answer.)

You should consider how your audience is likely to react. You should analyze your audience.

When writing an internal-operational message, one of the first things you should do is ______.

choose an appropriate tone

Skillful managers try to write direct messages that ______.

maintain good relations with employees

In a routine inquiry, you may move directly to a goodwill ending after your initial question if your inquiry ______.

involves only one question

Formal operational message are usually written by ______.

executives for subordinates

The main objective of a routine inquiry is to ______.

get a question or questions answered

Internal-operational communications are messages that ______.

get an organization's work done

When writing good-news and neutral messages, you should immediately ______.

get to the message's goal

When you are offering a positive response to an inquiry, your goal is to ______.

give readers the information they want

When your closing tells the reader how to respond to your message, you create ______.

goodwill

Which of the following are true of formal operational messages? (Choose every correct answer.)

hey should follow an order than enables quick understanding. They may include numbered steps or topics. They should be understood by employees with a range of verbal skills.

If your inquiry includes multiple questions, the body of your message should ______.

include an organized list